MIXD

WordPress support

Mixd is a leading enterprise WordPress agency, with almost 20 years of experience in developing world-class WordPress websites and intranets for UK public sector organisations. We provide public sector expertise and a depth of service found nowhere else, so you can have the confidence to build better digital services.

Features

• Custom WordPress development
• Decoupled WordPress applications, APIs and integrations
• Design systems and pattern libraries
• Fast, accessible, responsive front-end code
• Component libraries (eg. Fractal)
• User-centred design and development process
• WCAG and Public Sector Bodies Accessibility compliance
• Rigorous automated testing and quality assurance (QA)
• Fully managed WordPress hosting for public sector
• End-to-end WordPress guidance, training and support

Benefits

• UK public sector WordPress specialists
• Mixd is a leading enterprise WordPress agency
• Expert support from a user-centred digital agency
• 20 years of experience in developing WordPress websites
• Web accessibility support and training
• Fully managed WordPress hosting and support services
• Flexible support options including SLA
• UK-based support team
• Committed to Social Responsibility
• ISO27001, ISO9001 and Cyber Essentials Plus certified

£900.00 a unit a day

Service documents

• Pricing document

  PDF

• Skills Framework for the Information Age rate card

  PDF

• Service definition document

  PDF

• Terms and conditions

  PDF

Request an accessible format

If you use assistive technology (such as a screen reader) and need versions of these documents in a more accessible format, email the supplier at info@mixd.co.uk. Tell them what format you need. It will help if you say what assistive technology you use.

Framework

G-Cloud 14

Service ID

320552842751636

Contact

Phil Shackleton
0113 360 8250
info@mixd.co.uk

Planning

• Planning service: Yes
• How the planning service works: To improve our understanding of your requirements, we suggest initiating development projects with a brief discovery phase. This phase will help identify user needs and business objectives for the service. Based on this information, we will determine the most suitable approach, considering factors such as your budget, timeline, internal resources and any technical limitations. Following this, we will provide recommendations for the best solution to meet your needs.
• Planning service works with specific services: Yes
• Hosting or software services the planning service works with:
  • WordPress development
  • User-centred design and discovery
  • Hosting, maintenance and support

Training

• Training service provided: Yes
• How the training service works: We provide a range of WordPress training and Web Accessibility courses to suit the client's needs and level of knowledge. Each of our training sessions are completely customisable and the curriculum is modular, making it easy to focus on what is most important to your team. The sessions are led by our specialist Content Designer with support from Developers as and when required. As part of our training process, we can also provide short Loom videos that focus on providing quick ‘how to’ or ‘show and tell’ explanations which save time, reduce costs and enhance team communication.
• Training is tied to specific services: Yes
• Services the training service works with:
  • WordPress
  • Web Accessibility
  • Content Design
  • Search Optimisation

Setup and migration

• Setup or migration service available: Yes
• How the setup or migration service works: We can provide advice and hands-on support to help the buyer migrate from traditional or existing cloud providers. We have migrated data from a variety of different CMS platforms ranging from well documented open source systems to bespoke content management systems and databases. In an initial Discovery phase we would analyse the existing data and provide recommendations on the most efficient approach to migrate data from your existing content management system.
• Setup or migration service is for specific cloud services: Yes
• List of supported services: WordPress

Quality assurance and performance testing

• Quality assurance and performance testing service: Yes
• How the quality assurance and performance testing works: Quality management is core to our approach through the definition of clear acceptance criteria and reference materials as part of the collaborative design and delivery process. We have designed mechanisms to promote transparency, use collaborative tools to manage work and keep an always-open line of communication with clients. To keep everyone up-to-date with progress, direction and concerns, we can publish weekly digests and run show and tells to keep wider stakeholders abreast of our progress. In terms of performance testing, we work with you to understand what your key performance indicators are and build these into the service so we can easily report on them.

Security testing

• Security services: Yes
• Security services type:
  • Security design
  • Cyber security consultancy
  • Security testing
• Certified security testers: Yes
• Security testing certifications:
  • CHECK
  • CREST

Ongoing support

• Ongoing support service: Yes
• Types of service supported:
  • Buyer hosting or software
  • Hosting or software provided by your organisation
  • Hosting or software provided by a third-party organisation
• How the support service works: Mixd offers support to assist you with your continued use of WordPress. By selecting Mixd, you gain access to a team of WordPress experts, bringing together their knowledge and expertise. With 20 years of experience in building, hosting and supporting WordPress sites for public sector teams, our team members are longstanding, active, and highly regarded members of the WordPress community.; ; Mixd provides public sector expertise and a depth of service found nowhere else, so you can have the confidence to build better digital services. Working with our expert team means less time worrying about code, managing infrastructure, plugin selection and integrations—or whether you are securely positioned for growth. Expect a high-touch, hands-on partnership, committed to meeting your needs.; ; The specific scope and pricing of the support we provide will be tailored to meet your individual requirements.

Service scope

• Service constraints: Our standard support service is available between 09:00-17:30 on weekdays, excluding public holidays. Only emergency support issues can be addressed outside of these hours.

User support

• Email or online ticketing support: Email or online ticketing
• Support response times: For urgent priority support requests, the initial response is 1 hour. For high priority, the initial response is 2 working hours. For normal priority, the initial response is 8 working hours. For low priority, the initial response is within 5 business days.
• User can manage status and priority of support tickets: Yes
• Online ticketing support accessibility: WCAG 2.1 AA or EN 301 549
• Phone support: Yes
• Phone support availability: 24 hours, 7 days a week
• Web chat support: Yes, at an extra cost
• Web chat support availability: 9 to 5 (UK time), Monday to Friday
• Web chat support accessibility standard: WCAG 2.1 AA or EN 301 549
• Web chat accessibility testing: Testing completed by our support software provider Zendesk.
• Support levels: Support levels are customised to the clients needs depending on their in-house technical capabilities and the profile of their websites. Our support plans can be tailored to reflect these needs with optional support time add-ons. Please refer to the attached pricing document for support costs. Our support help desk is available 09:00-17:30 Monday to Friday, excluding UK public holidays for routine support requests and 24/7 for emergency out-of-hours support. By raising a support ticket, you can ask for assistance with any problem you come across, from a bug on the website to help using WordPress. All plans include a dedicated account manager and quarterly performance review meetings.

Resellers

• Supplier type: Not a reseller

Staff security

• Staff security clearance: Conforms to BS7858:2019
• Government security clearance: Up to Developed Vetting (DV)

Standards and certifications

• ISO/IEC 27001 certification: Yes
• Who accredited the ISO/IEC 27001: British Assessment Bureau
• ISO/IEC 27001 accreditation date: 24/01/2024
• What the ISO/IEC 27001 doesn’t cover: Our certification covers all areas of the business and operations.
• ISO 28000:2007 certification: No
• CSA STAR certification: No
• PCI certification: No
• Cyber essentials: Yes
• Cyber essentials plus: Yes
• Other security certifications: Yes
• Any other security certifications: Non-police personnel level 2 (NPPV 2)

Social Value

• Social Value:

  Social Value

  • Fighting climate change
  • Covid-19 recovery
  • Tackling economic inequality
  • Equal opportunity
  • Wellbeing

  Fighting climate change

  Mixd have published a Carbon Reduction Plan and are committed to achieving net zero emissions by 2030. Since 2022 we have a Carbon Reduction (CR) team supporting robust, ambitious climate change activity and accountability for meeting our reduction targets. Our environmental protection and improvement activities have broad focus, including: training and education events, internal and supplier audits, community awareness activity, accreditation activities, environmental improvement volunteering and an increasing focus on mindset shifts through concepts like 'conscientious coding' and design, where efficiency of code is viewed as a way to reduce carbon emissions. As further evidence of our commitment to reductions in greenhouse gas emissions, water use and waste-to-landfill, we: measure our emissions, including tools we use and hosting services for clients, through an independent assessor; promote low tech, carbon reduction strategies, offsetting where possible to clients, such as faster-loading websites; consider travel throughout contracts. We are experienced at working remotely and promote remote meetings by default; have launched initiatives for staff to reduce their personal carbon footprint, including a cycle to work scheme and electric vehicle (EV) scheme. We also encourage and support staff to minimise carbon emissions associated with working remotely including switching to green home energy providers and turning lights and appliances off at mains when not in use.

  Covid-19 recovery

  During the COVID-19 pandemic and recovery phase, Mixd offered its services for free to any public sector organisation that needed help developing websites to support the COVID-19 recovery phase. For example, we developed a WordPress COVID-19 communications platform that could quickly and easily be deployed for NHS Trusts, Clinical Commissioning Groups (CCGs), Councils and Police Forces across the UK. The goal was simple – design and develop a website platform that would facilitate clear communication.

  Tackling economic inequality

  We have diversified our hiring practices by recruiting talent at graduate and junior levels to nurture new skills. Since 2014, Mixd have worked with Universities across the UK to bring together young digital talent for an intensive three day event called Work in the Web which is focused on the skills and techniques that help students get a head start in our ever changing industry. Additionally, working directly with the University of Leeds and Leeds Beckett University has enabled us to create more job opportunities in the Northern region. We have made our job opportunities more accessible to those facing employment barriers by advertising on platforms that target underrepresented groups such as Ladies of Code. Flexible and remote working options are offered by default. Once individuals join our team, we support their skill development by providing a substantial learning and development budget, assisting them in obtaining recognised qualifications and identifying opportunities to create new roles during ongoing operational reviews. Contracts awarded under this framework will be used to create more employment opportunities for those facing barriers to employment. To enhance supply chain resilience and capacity, we collaborate with a diverse range of trusted partner organisations. This collaborative approach allows us to leverage market-leading expertise to solve client problems and increase our capacity and resilience in delivering services.

  Equal opportunity

  Diversity and equality are the cornerstone of our business, and we are fully committed to promoting both in all aspects of our work. We value people and want them to feel free to be themselves. We embrace each other’s differences, in gender, religion, beliefs, ethnicity, disability, age, sexual orientation, neurotype, nationality, and identity. We are diverse - like the people we build, design, and create for. We want to design and build inclusive services for all, fully empathising with all types of users and sharing and harnessing cultures and values often held by our clients. In practice, this means we: work to inclusive and accessible recruitment practices, and retention-focused activities: provide working conditions which promote inclusion and promote retention and progression: mask candidate data around protected characteristics to ensure fair/equal selection process with a broad range of accessible skill-based assessments available to identify candidates: conduct regular equal pay audits, reviewing and changing as appropriate and proactively create employment, re-training,and other return to work opportunities. Amazing things happen when we collaborate together. We work in the open and believe everyone’s voices should be heard. We recognise individual needs and aim to provide a work environment that is accessible, welcoming, and empowering for all. We want everyone to feel supported and included in our wider community. We’re committed to being transparent with our diversity information and regularly assessing the impact of all our policies and practices. Our approach is set out in our Equality and Diversity Policy.

  Wellbeing

  We provide support for our team's wellbeing and professional development, including an annual learning and development budget (£1000) and paid support for professional qualifications/study leave, as well as personal wellbeing measures such as eyecare and paid time off for COVID vaccinations. We offer flexible and part-time working options, office modifications for accessibility and mentoring opportunities. To monitor and evaluate our team's wellbeing, we empower line managers and delivery leads to check in regularly with their staff, encourage a sustainable working pace and conduct weekly line management check-ins and daily project standups to address issues promptly. Additionally, we provide a dedicated online space for discussing wellbeing, where individuals seeking help receive support from their manager, teams and HR. We also monitor the uptake of wellbeing benefits through our HR tools and measure company-wide sentiment through quarterly surveys, using anonymized data to inform the evolution of our HR policies.

Pricing

• Price: £900.00 a unit a day
• Discount for educational organisations: No

Service documents

• Pricing document

  PDF

• Skills Framework for the Information Age rate card

  PDF

• Service definition document

  PDF

• Terms and conditions

  PDF

Request an accessible format

If you use assistive technology (such as a screen reader) and need versions of these documents in a more accessible format, email the supplier at info@mixd.co.uk. Tell them what format you need. It will help if you say what assistive technology you use.