the hong kong philharmonic orchestra phase 1- website...

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The HK Phil - Website Revamp RFP

The Hong Kong Philharmonic

Orchestra

Phase 1- Website Revamp

Request For Proposal

Reference Number: MK_WEBSITEREVAMP

30 July, 2018

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Table of Contents

1. Introduction p. 3

2. Company Overview p. 3

3. Project Objective p. 3

4. Project Scope p. 4

4.1 Background p. 4

4.2 Sitemap p. 4

4.3 UI/UX Design p. 8

4.4 Functional Requirements p. 8

4.5 Publishing Console p. 11

4.6 Data Migration p. 12

4.7 Back-up Services p. 12

4.8 On-going Support p. 12

4.9 Out of Scope p. 12

5. System Maintenance and Support (SM&S) p. 13

6. Reference Websites p. 13

7. Timeline p. 14

8. Tender Presentation p. 14

9. Cost p. 15

10. Proposal Requirements p. 15

11. Scoring Criteria p. 15

12. Tender Process p. 16

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1. Introduction

The Hong Kong Philharmonic Orchestra (“HK Phil” or “The Company”) is now accepting

proposal for revamping the Official Website.

2. Company Overview

The HK Phil is recognized as Asia’s foremost classical orchestra. The Orchestra presents

more than 150 concerts over a 44-week season and attracts more than 200,000 music

lovers annually.

The mission of the HK Phil is to perform music which attracts audiences, which engages

people of all ages, which our musicians embrace, which partners wish to support, which our

staff and board believe in, and which makes Hong Kong proud.

3. Project Objective

To reflect the core values and prestigious branding of the HK Phil as the leading

Orchestra in Asia through a professional and sophisticated online presence; To upgrade the online experience on the HK Phil website portal with a view to

optimising marketing capability through user-friendly navigation, optimal accessibility and stability for high traffic loading;

To serve as an online informative hub conveying brand image, stories, mission and events happenings for audiences worldwide;

To improve customer experience on browsing concert pages and elevate their purchase intent before divert to ticketing system (Urbtix);

To improve on-site SEO and reach out to new target groups, to attract potential audience through organic search;

To integrate online and offline customer experiences more seamlessly; To provide an easy way to accept and collect donation online; To facilitate promotion and registration of education events and happenings; To drive repeat visits and facilitate visitors’ attachment to the HK Phil; To drive loyalty of members, donors, groups and subscribers; To pave way for Phase 2 for a revamp subscription site revamp, loyalty system and

online ticketing portal.

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4. Project Scope

4.1 Background

The HK Phil launched the existing Official Website (The Website) 10 years ago. The

functions, CMS and the front-end design are incapable coping with the latest technological

and marketing needs. Here are some objectives to be enhanced in particular; details can be

referred to the stated scope under this section:

Responsive to desktop, mobile and portable devices Better user experience and easy-to-navigate presentation of information User friendly CMS for frequent and quick update on concerts and events under several

departments. CMS manage content should fulfil SEO requirements. Integration: Salesforce, Google Analytics, Google Tag Manager, Social Media

Platforms, Email Marketing Platform etc. Comply with World Wide Web Consortium’s (W3C) Web Content Accessibility

Guidelines (WCAG) 2.0 (Level AA compliance) Languages: English, Traditional and Simplified Chinese Aesthetic front-end design that reflect the professionalism and artistic excellence of the

HK Phil and classical music Archive of past years’ artist and concerts information in a systematic and searchable

presentation via online or offline approach.

REMARKS: For Phase 2, HK Phil is planning to upgrade its subscription website, and to explore the possibility of launching online ticketing service portal and loyalty system for members, donors, groups and subscribers. These sections will be implemented after the Phase 1 project is launched, hence, Bidder who bid for Phase 1 website revamp is expected to have the experience, capability and capacity to take Phase 2 project (Please refer to later sections for details).

4.2 Sitemap

HOME PAGE - Prominent presence of promotion banners (can be carousel or video)

- Season Calendars (with download function) (Ref: https://lso.co.uk/)

- What’s On Area 1) Sub-highlights for performance 2) Featured events 3) “Share” function

- “Support Now” conversion button (eye-catchy and bright) redirect to donate landing page

- “Buy Ticket” conversion button (eye-catchy and bright) redirect to concert landing page.

- Members login (Phase 2) - Newsletter subscription button - Rolling text press release/urgent announcement - Social media share buttons

HEADER - LOGO - SWIRE logo

https://lso.co.uk/

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- Language switching button - Font size adjustment - Support Now button - Cart icon with landing to the cart page - Website search box

FOOTER - Musician Intranet - Merchandise - Sitemap - Social media redirect logo - Hiring

a) Recruitment (Enable to hide) b) Volunteer (Online form) c) Human stories

- Disclaimer, Privacy Policy and Terms of use - Copyright

WHAT’S ON

Concerts

Concerts - Concert details - Order button:

a) Link to external page e.g. Urbtix b) Subscription Button (able to hide) – direct to

subscription page - Share button (e.g. Email, Facebook etc) - Support slideshow, video, leaflet upload etc. - Show concert under same series

(Ref: https://www.lpo.org.uk/whats-on-and-tickets/5034-ades-conducts-in-seven-days.html)

- Button to Discount & Special promotion (able to hide)

- Button to House rules - Link to past concert (filter year, sort by series and

dates)

Subscriptions - Able to hide (Phase 1) - Link to Salesforce subscription form (Phase 1) - Search by series (Phase 2) - Integrate with member login (Phase 2) - Shopping cart layout (Phase 2) - Online quota setting (Phase 2): Show “Limited

tickets”, “Full” etc. - Payment (Phase 2): Cash dollars handling - Online form integrate with Salesforce (Phase 2) - Handle Hot/Special programmes (Phase 2)

Special Announcement

- Content page (able to hide)

Tickets - Ways of ordering tickets - Ticketing Services

Artists - Sort by Current season/Past season/ New season - List by alphabet order - Photos (Allow hide/show), names, bios and link to

their official website if provided

THE ORCHESTRA

Vision and mission - Vision and mission - Milestone - The Logo

https://www.lpo.org.uk/whats-on-and-tickets/5034-ades-conducts-in-seven-days.html

https://www.lpo.org.uk/whats-on-and-tickets/5034-ades-conducts-in-seven-days.html

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Music Director - Content page

Principal Guest Conductor

- Content page

Assistant Conductor - Content page

Composer - Content page

Our Players - Filter by Instruments

Choir - Content page

Records - Records archive

Management - Content page

Tours - Search by location and performance name - Content page

Documentary - Annual Reports - Tendering - Others

(Sort by year)

EDUCATION & OUTREACH

Overview - Landing page: overview of dept.

Events - Past/Upcoming concerts and events - Online form for event registration

Key to Music - Programme overview Editable tabs for:

Schools Concerts

Ensemble Visits

Teacher Seminars

Instrumental Master classes (Ref: https://www.lpo.org.uk/education/schools-training.html)

Education Resources

- Listing with detail pages (Sort by year)

Young Audience Scheme

- Programme overview - Editable tabs for:

What is it?

Who is eligible?

Year-round Benefits & Activities

Savings and Discounts

Meet World-class Musicians

Instrumental Masterclasses

Open Rehearsals Vivace! Bonus Points System and Outstanding

Member Awards

E-newsletters

2017/18 Season Membership Fees

2017/18 Enrolment Form and Submission

Share Your Thoughts

Contact Us

SUPPORT

Ways to Support - Landing page with a donation amount reference diagram

Individual - Description with donation button: PDF and online

http://www.hkphil.org/eng/education_outreach/Keys_to_Music/index.jsp#A2




https://www.lpo.org.uk/education/schools-training.html

https://www.lpo.org.uk/education/schools-training.html

http://www.hkphil.org/eng/member_corner/young_audience_scheme/index.jsp#A1














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donation form (single donation or monthly donation)

- Types: a) Annual fund & Student ticket fund b) Bequest c) Chair Endowment d) Projects

- Acknowledgements

Corporate - Description with donation button: PDF and link to general enquiry form

- Types: a) Principal Patron b) Maestro Circle c) Concerts & Project Sponsorship d) Advertising

- Acknowledgements

Event - Description with donation button: PDF and link to general enquiry form

- Types: a) Fundraising Concert b) Fundraising Dinner

Support Now - Link to online donation form - Link to enquiry form for donation

MEMBERS

Member login (Phase 2)

- Member info management - Purchasing history - Donation history - Change/Forgot password - Cash dollars record - Online enquiry form for upgrade and changing

tickets

Club Bravo - Content page

Young Audience Scheme

- Link to Education & Outreach YA page

Corporate Membership

- Link to Maestro Circle page, under the Ways to support – corporate)

MEDIA

Press releases - Sort by year, keyword search - Listing with detail pages - Press Enquiries form

Media Kits - Listing with detail pages

Critical Acclaim - Content page

Plan your visit - Content page

Merchandise - Shopping cart

CONTACT US - Google Map - General enquiry forms

(Add enquiry types)

CHATOT (optional) - Handle basic and general enquiries

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4.3 UI/UX Design:

UI/UX Design is required for this proposal. Bidder should include 1 set of theme and site

design. Upon theme selection, the HK Phil may request up to 2 additional edits for the

selected theme. The proposed design should fulfil the following requirements:

Easy to use, convenient to search, fluent to navigate, and visually appealing. The proposed website shall be mobile responsive. The best viewed resolution:

1366×768px. The website shall be compatible and interoperable with different desktop browsers such

as IE9, Firefox 3.6, Safari 5 and Chrome 14 or above. Consistent templates and framework of generic pages. Cater future growth and modification. Fulfil the Web Standards W3C. Information and content of the website should be built in Unicode. Supports special

characters such as French, Latin etc.

4.4 Functional Requirements:

A. Concerts and Ticketing

- Calendar for concert searching

(Ref: https://lso.co.uk/whats-on/icalrepeat.detail/2018/06/10/1385/-/pictures-at-an-

exhibition-shenzhen.html)

- Left-hand sided shortcut for “Buy Now”, “Discount” and “House Rules”

- Share buttons under each concert.

(Ref: https://nyphil.org/concerts-tickets/1718/shanghai-july-1 )

- All subscription records should be able to synchronise with Salesforce.

- Concerts and events

a) To handle past, current and new seasons automatically.

b) The launching period for each concerts and events can be manually adjusted.

c) Artists in concerts/ events should be able to link to the corresponding artist

individual profile.

- Discount rules

a) Flexible to Add/Change/Delete discount rules.

- Discount rules (Phase 2)

a) Types of discount: on series, on sales amount, on transaction.

b) Discount reduction either by amount or by percentage.

c) Promo code application (unlimited use).

d) Coupon code application (one-time use).

e) Allow to apply multiple discount rules at a time.

- Subscription

a) Hide/Show “Subscription” button on concert page.

https://lso.co.uk/whats-on/icalrepeat.detail/2018/06/10/1385/-/pictures-at-an-exhibition-shenzhen.html

https://lso.co.uk/whats-on/icalrepeat.detail/2018/06/10/1385/-/pictures-at-an-exhibition-shenzhen.html

https://nyphil.org/concerts-tickets/1718/shanghai-july-1

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- Subscription (Phase 2)

a) Subscription page should be in shopping cart style. Concerts are grouped in

series. No. of series and discount rate for each series are editable.

- Cart management (Phase 2)

a) Editable of Concert date, Preferred zoning, Ticket type and Order quantity before

submission.

b) Verify members or subscribers, if not, order will NOT be accepted.

c) Prompt message if the concert is full.

d) Enable redirect to the show detail landing page once click the show listed in cart.

e) Support online payment gateway, through Visa, Master, Union Pay, Asia Pay,

PayPal etc.

f) Google Analytics and Google Tag Manager Integration to check user buying

behaviours e.g. sort out those clients without finishing the whole buying

processes.

g) Integration with Salesforce and EMS system for remarketing.

- Inventory Management (Phase 2)

a) Ticket price type (Price A, B, C, D).

b) Ticket type (Standard Ticket, Concession Ticket).

c) Ticket quota (Phase I, Phase II, VIP, Sponsor, Ad Hoc etc).

d) Show total available ticket numbers and low stock alert setting.

e) Ticket available time.

f) Hold seat type.

B. Calendar

- Concerts and events indicate by two colours in the calendar.

- Mouse click tooltips to show concert and event descriptions. Click the link in tooltip

will direct to relevant concerts and events page.

- Allow user to download the whole calendar (.ics).

C. Artists and Players Management

- To handle past, current and new seasons automatically.

- Artist identity: artist/player/conduct/composer. The content can be shared across the

sections.

D. Online Donation

- Development of online donation form.

- Cater monthly and yearly donations.

- Editable donation amount.

- Support online payment gateway, through Visa, Master, Union Pay, Asia Pay, PayPal

etc.

- The donation record must be integrated with Salesforce and EMS.

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E. Musicians Intranet

User Management

- Reset password

- Add/Remove User

- Login – players / staff

Content Management

- Notice – players / staff (automate send to email / SMS / WhatsApp)

- Download materials (e.g. duty roaster, media files)

- Schedule posting

- Log user activities

F. Membership (Phase 2)

Content Management

- Salesforce integration.

- Editable tier scheme (e.g. 4-6 tiers).

- Tier scheme & mechanism detail (TBC).

- Tier level decided by each year consumption amount count from Subscription (Pre-

order for season launch) to season end. Admin can change the points clear off date

for certain member/ group of member/ tier.

- Each tier entitles an amount discount for upcoming subscription order.

- Able to edit tier consumption amount requirements.

- Able to edit each tier’s benefit.

- Viewing purchase recording with sorting (month, year, subscriber tier/ purchase

amount range/ exactly amount/ subscription/ single ticket/ drink coupon/

merchandise/ gift card, etc.)

- E-mail alert for new member registration from both app and website platform.

Functions in website platform

- Register as member (require: delivery/email address, mobile, birthday etc.)

- Login/Logout/forget password.

- Member can view personal profile review (consumption record/ current points and

tier/ events attended, etc.)

Functions in Apps platform (Android and IOS)

- Register as member (require: delivery/email address, mobile, birthday etc.)

- Login/Logout/forget password.

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- Member can view personal profile review (member code/ consumption record/

current points and tier/ events attended, etc.).

- OCR function: Member can take photos for ticket stubs to update consumption

points. The App can automatically validate the ticket stubs with Dates, Seat Numbers

and Price. (Each ticket stub can be used for one time only)

- Season calendar/ push notification for coming concerts/events.

- Mobile donation (Optional)

- House programme download (Optional)

- Online survey (Optional)

G. CMS Requirements

- Use WYSIWYG editor.

- Allows user to clone, batch upload/export data by excel templates, such as concert

pages.

- Batch upload images and resize functions.

- SEO friendly content and URLs: Editable on Open graphic tag, Alt tag, Title tag, and

Meta tag etc. Allow all of Google’s crawlers from accessing the content.

- Enable to add Marketing Tag on concerts/events/shopping cart.

- Templates for specific events and programmes.

- Drag drop ordering function for promotion banners, events and highlighted

programmes.

- Prevent too many variations on photo dimension. Suggests 2 sets of photo

dimension such as landscape banner and grid-sized banner.

- Approval Mechanism: Previews and approval.

- User can publish the updated content real time or schedule the publishing in a future

time.

- Data collected by e-forms could be downloaded via CMS in MS Excel file format and

integrate with Salesforce.

- Except for any batch processing, upload/download functions, the CMS system should

be able to respond to user’s online requests in 8 seconds.

- Enable to hide/show sections and sub-sections pages.

- Online registration/application will be able to generate e-mail alerts.

- CAPTCHA for all online forms.

- Able to manipulate site menu items dynamically.

4.5 Publishing Console:

User Management

Reset password Add/Remove User

Audit Trail

Log user activities

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Publish Scheduler

Date/time retract or publish Friendly URL

Able to set a friendly URL

4.6 Data Migration

Data Migration of existing website (past press, concerts, artists, annual report, etc.) Historical data is being extracted from MySQL database. Prepare documentation on website layout, structure, design file, source code, directory,

naming convention, system configurations, backup and restore strategy for subsequent maintenance purpose.

4.7 Back-up Services

Full web site (including back-end database/server holding of non-web content data) backup on weekly basis at minimum.

Scheduling of backup in non-peak visiting period should be supported.

4.8 On-going Support

Hosting

Service provider is required to setup and host the new website in Cloud platform. Web pages displayed for/after login should be connected through SSL. SSL should be

used the whole process of online donation and used in the whole process of form submission.

Uptime requirement.

Support Model

Two times of on-site training for users Response time Contract Incident Management

4.9 Out of Scope

Copies Translation Graphics

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5. System Maintenance and Support (SM&S)

The Contractor should provide 2 years mandatory System Maintenance and Support

services after nursing period. HK Phil can at its own discretion renew the optional SM&S

services for subsequent 3-6 years with written notice to the contractor. The Contractor

should provide related system maintenance and on-going support services including

installation, configuration and customization as follows:

Second-line help desk problem determination and management; Trouble shooting and resolution; Software, configuration and customization bug fixing; Installation of remedies and data integrity assurance; Installation of software update patches and fixes for every 12 months; Software upgrade if any component reaches its end-of life within SM&S period; System monitoring and optimization if degraded system performance is recorded ; Maintenance would be held on-site or remotely depending on the complexity of the

problem; System recovery support; Production support and other services for the smooth operation of the system; The mandatory web site maintenance service should cover bug fix, fault resolution,

helpdesk enquiry, impact analysis and quotation for change request/ad hoc tasks, half yearly system health checks and reviews. Annual training should be provided;

Up-to-date system manual and documentation maintenance. Helpdesk/business support hours: Monday to Friday: 9:00am-6:00pm (except public

holiday). For ad hoc updates, bugs fixing or changes, contractor is required to provide 24x7

technical supports.

The on-going support in this proposal should incorporate all direct and indirect service costs,

that should also include all necessary system patches and fixes update, upgrade services,

system re-customization services due to remedies and/or de-support component.

In sharing the long term support responsibility, the HK Phil has the requirement to make sure

the system should have the proper documentations. The Contractor must provide the

system’s source code, maintenance right, system design documentations and skill transfer

delivered to HK Phil to handle the first-line support.

6. Reference websites Philharmonia Orchestra: https://www.philharmonia.co.uk Seattle Opera: https://www.seattleopera.org New York Philharmonic: https://nyphil.org English National Ballet: https://www.ballet.org.uk NHK Symphony Orchestra: http://www.nhkso.or.jp/en Orchestra de Paris: http://www.orchestredeparis.com/en/home London Symphony Orchestra: https://lso.co.uk

London Philharmonic Orchestra: https://www.lpo.org.uk

https://www.philharmonia.co.uk/

https://www.seattleopera.org/

https://nyphil.org/

https://www.ballet.org.uk/

http://www.nhkso.or.jp/en

http://www.orchestredeparis.com/en/home

https://lso.co.uk/

https://www.lpo.org.uk/

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7. Timeline

Schedule From To Duration

Selection Process: 2 month

RFP send to potential service providers and publish on the website

30 Jul 2018 03 Aug 2018

Tender briefing session (2 representatives per company to attend the briefing)

13 Aug 2018

Proposal & Costs Submission Date 23 Aug 2018 31 Aug 2018

Shortlist & Interview 10 Sep 2018 14 Sep 2018

Contract Award 17 Sep 2018 21 Sep 2018

Phase 1 – Website development: 7 months

Initial Meeting & Planning for Phase 1 24 Sep 2018 28 Sep 2018

Wireframe & 1st round Design 15 Oct 2018 19 Oct 2018

Design selected 22 Oct 2018 26 Oct 2018

Design finalised with html prototypes 29 Oct 2018 16 Nov 2018

Implementation 19 Nov 2018 14 Jan 2019

UAT 1 15 Jan 2019 25 Jan 2019

UAT 2 28 Jan 2019 22 Feb 2019

Data migration and content checking 25 Feb 2019 15 Mar 2019

On-site Training 18 Mar 2019 22 Mar 2019

Website Launch 01 Apr 2019

Hypercare Support 01 Apr 2019 18 Apr 2019

Phase 2 - Extension of Subscription & Membership: 6.5 months

Confirmation of Subscription Phase 2 23 Apr 2019 10 May 2019

Initial Meeting & Planning 14 May 2019 24 May 2019

Wireframe & 1st round Design 27 May 2019 6 Jun 2019

Design finalised with html prototypes 10 Jun 2019 21 Jun 2019

Implementation 24 Jun 2019 9 Aug 2019

UAT 1 – Subscription 12 Aug 2019 13 Sep 2019

UAT 2 – Membership 16 Sep 2019 11 Oct 2019

Old membership migration 14 Oct 2019 1 Nov 2019

User Training 4 Nov 2019 8 Nov 2019

Launch Phase 2 TBC

Hypercare TBC

8. Tender Presentation

During the Tender Validity Period, Tenderer shall arrange the following presentation free of

charge at the HK Phil if upon request by the HK Phil for such presentation after the close of

tender. Tenderer shall carry out the presentation with demonstration in one hour which

includes the following agenda:

a) Company’s background, structure, manpower resources and expertise;

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b) One tentative creative design proposal with demonstration including front page idea,

theme, style, concept, philosophy, web site structure and organization;

c) Demonstrate the major features and functions of the web site development including

donation, e-form, e-shop and membership management;

d) Demonstrate company’s experience on Salesforce or other CRM integration;

e) Demonstrate the content management system (CMS) functionality and user friendliness.

9. Cost

All costs should be submitted separately in a sealed envelope, to include the following items: Website development Google Analytics/Salesforce integration Payment gateway integration Optional and suggested items System maintenance and support services No need to include phase 2 items in the cost

10. Proposal Requirements

Under the two-envelope system, tenders will be evaluated on both proposal and cost.

Tenderers will be required to submit details of the proposal and thematic concepts as well as

the project costs at the scheduled submission date in 2 separate envelopes. Tenderers

should provide one set of tentative design in both desktop and mobile versions in the

proposal.

Please include the followings in your proposal response:

Overview of your company Details of your proposed platform / CMS / admin panel Outline of your website design & development strategy Proposed website timeline from kick-off to launch Details about your team to support this project Recent design & development examples Key differentiators about you Breakdown pricing with optional items Terms & conditions

11. Scoring Criteria We will score the proposal for each phase by following criteria which to be measured on the

same scale. Each of them also has a weight by which the score is multiplied to give it a total

weighted score.

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Ratings:

5: Fully Meets

4: Meets, with minor gaps (no compromise required)

3: Meets, with moderate gaps (some compromise required)

2: Partially meets (significant gaps, compromise required)

1: Slightly meets

0: Does not meet

Evaluation Criteria Weight Rating Total Points

Presented Approach / Suitability of the Proposal 15%

Experience & Qualifications in Particular Service 15%

Aesthetic Capabilitiy 10%

Technical Capability 5%

Company backgrounds / Manpower / Resources 5%

Add-value Service 5%

Local Technical Support 5%

Implementation Timeline & Service Delivery 5%

Management Plan 5%

Value & Pricing Structure 15%

Capability to support Phase 2 items 10%

Client Reference 5%

Total 100% /

12. Tender Process

In the submission of tender, you must comply fully with the Prevention of Bribery Ordinance

(Cap. 201 of the Laws of Hong Kong).

Any information or communications between you and the HK Phil in connection with this

tender notice are confidential. You shall not disclose or otherwise divulge the same without

our prior consent. The HK Phil reserves the right not to accept the lowest bid, or any bid. All

costs involved in preparing and submitting the bids are solely the responsibility of the

bidders. You will be deemed to have accepted these conditions if you respond to this notice.

Currency

All prices shall be submitted in Hong Kong dollars.

Price Validity

Prices shall be valid for 60 days from the date of submission.

Tender Returns

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Tender must be submitted by completing and returning the attached list of specifications,

addressed to Mrs Vennie Ho, Senior Director of Administration and Finance, The Hong

Kong Philharmonic Society Ltd., and deposited in the tender box situated at the HK Phil

office before the closing date/time.

Tender Return Date

5:45 pm (HK time) 31 Aug 2018 (Friday)

Late submissions may be rejected.

Tender briefing Session

13 Aug 2018 2:00-4:00 (Contact us for details)

Contact Person

Alex Kwok

Assistant Administration and Finance Manager

Direct Line: (852) 2721 0139

Email: [email protected]

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