State of Texas: DIR Contract DIR-CPO-5220

We understand how successful website experiences are researched, designed, implemented, and launched —through research-driven customer insights, human-centered design, agile implementation, and maintenance. These form the foundation of our approach, following the same blueprint that has delivered successful websites for state agencies and high-profile commercial brands. We are also proud to use this same approach for all website work that would stem from this Comprehensive Web Development and Managed Services contract.

Human-centered design (HCD) is a research-driven approach that begins with understanding all of the users’ needs of an experience (citizens, customers, and internal), understanding the business objectives and requirements of the organization, and understanding what can be accomplished through tested, proven technologies. HCD seeks to create website experiences that are desirable for users, technically feasible, and financially and organizationally viable.

HCD improves website experiences, processes, and outcomes by:

• Allowing for innovative problem-solving, collaboration, and co-creation.
• Seeking to find the right user insights.
• Challenging accepted, organizational orthodoxies.
• Uncovering new, strategic opportunities to help better serve the business, citizens, and customers.

Design is brought to life through development. Deloitte Digital takes an iterative approach to building websites to keep pace and adapt with changing client and market needs.

We set the stage with the right architecture, scaffolding, and data, while iterating on design as needed. During the sprint, we continuously build, test, and perform functional and accessible quality assurance (QA) testing on product features and pages. Once our setup is complete, we implement the design and validate to finalize development. Recurring sprint reviews create an open forum for stakeholders to review progress and provide live feedback. The end of each sprint results in a potentially shippable release that has been converted from user stories to working pages and templates.

Deloitte has extensive knowledge in developing with the following coding languages:

• Hypertext Markup Language (HTML)
• HTML email
• Cascading Style Sheets (CSS)
• JavaScript (JS)
• Web application programming interfaces (APIs) and languages (.NET, PHP)

Our teams can apply this expertise in a variety of technical libraries and frameworks, such as React, Angular and Vue.

Deloitte leads the pack in business intelligence, data management, analytics, automation, data warehousing, and strategy services. Our confidence is vetted by industry analysts like Gartner, who for the eighth year in a row named Deloitte the 2022 undisputed leader in data and analytics service providers. Deloitte’s Analytics & Cognitive practice will partner with DIR Customers to achieve many things, including:

• Building large-scale data ecosystems (addressing data management, governance, and integration of structured and unstructured data) to generate insights using cloud-based platforms.
• Leveraging automation, cognitive, and science-based techniques to manage data, plan scenarios, and prescribe actions.
• Driving operational efficiency and improvements by maintaining client-data ecosystems, helping to source analytics know-how, and providing “as-a-service” offerings.
• Implementing data governance programs and decision-rights frameworks to determine roles and responsibilities for data and align stakeholders to data quality processes, standards, and data taxonomy.

Deloitte develops products that meet the four standard categories under the W3C Web Content Accessibility Guidelines (WCAG) 2.0 Level AA and accommodates people with physical and cognitive disabilities. We perform manual web accessibility testing to identify and address potential accessibility concerns early and provide a comprehensive review of the website.

Our QA teams include auditors, accessibility developers, and accessibility subject-matter specialists. Auditors use technology such as built-in Mac and iOS accessibility tools and Windows Ease of Access accessibility tools that provide screen readers, magnifiers, color contrast analyzers, speech to text/text to speech, and alternative keyboard devices to test Windows, Mac OS, iOS, and Android browsers/devices, as needed.

These tools are a market standard and conform to WCAG 2.1 Level AA compliance. Our development tools include Google’s Accessibility Developer Tools and Wave Evaluation Tool to aid developers to code with accessibility in mind.

Deloitte has extensive content management systems (CMS) implementation experience. We design, implement, enhance, and operate CMS solutions that enable a user-friendly front-end and back-end administrative interface, extensibility, simple content creation and management processes, and streamlined technical management capabilities. Our developers and CMS subject matter specialists have significant experience working with various open source and commercial off-the-shelf CMS. We understand that selecting the best CMS architecture for each project enables clients and development teams that support the platforms — editors, developers, designers, and marketers alike.

Content is a critical component of our human-centered design process in delivering the right content to the right users at the right time. Armed with the goals, needs, perceptions, and motivations of users, we review website analytics to determine where content is performing, lacking, redundant, or missing. We evaluate its quality, accuracy, and usefulness—helping us plan for future content development and migration needs. Using insights and strategy, we’ll work to ensure content is used effectively throughout the website, and across devices, to support both your users’ needs and business goals.

Deloitte is a leader in transforming organizations and identifying strategies to enhance and improve the overall learning experience. We have deep experience with similar training engagements across the United States and with the state of Texas.

Our method for performing operations and maintenance deploys a proven, process-centric approach, which promotes proactive collaboration between the application management, infrastructure management, and testing, reporting, and data analysis teams. This active collaboration and monitoring enables all customer requests (issues, enhancements, or questions) to be managed to completion.

These include activities such as monitoring the applications, adhering to service levels, performing routine maintenance and upgrades, supporting authorized users, ad hoc reporting, collaborating with DIR, and Customers.

Deloitte brings a wealth of knowledge and experience in digital product strategy, management, Agile website development and delivery, and operations and maintenance. We have served more than 300 US higher education institutions, commercial organizations, and government agencies in efforts ranging from small strategy-focused projects to large-scale application implementations. To accomplish website turnkey solutions, we approach the project through the lens of three key service pillars.

1. Human-Centered Design and Agile Project Management Services
2. Website and CMS Development Services
3. Ongoing Support and Maintenance Services

Our technical approach and methodology for each of these services allows the flexibility to manage and execute website development with both the end user and individual agency missions in mind. Our digital team brings an industry-leading Agile, HCD approach that balances world-class creative design with industry-leading technology capabilities. This allows us to create and maintain websites that delight, educate, and serve Texans while preserving business value and iterative feedback, leading to higher end-user adoption rates, increased transparency, and improved stakeholder collaboration. Deloitte has the differentiated capabilities and proven experience to meet the demands of any complex website project of any size and provide end-to-end delivery services, from strategy to design, to implementation and operations.