Onclusive

Onclusive Social Media Listening

Onclusive Social is an online platform designed for marketing, communications, and community managers to track and analyse brands and topics across social media and the internet, collecting and processing billions of pieces of content to provide insights through graphs, analyses, charts, and mentions.

Features

• Real-time media social monitoring
• AI Powered Sentiment analysis
• Customisable alerts
• Interactive dashboards & reporting
• Historical data & trend analysis
• Multi-channel listening
• Keyword & Topic tracking
• Role-based access control
• Data export & integration

Benefits

• Make faster decisions
• Identify emerging risks
• Evaluate campaign impact
• Enhance stakeholder engagement
• Save time on monitoring
• Improve reporting accuracy
• Prioritise actions
• Benchmark performance
• Collaborate securely
• Integrate seamlessly

• Education pricing available
• Free trial available

Service documents

• Pricing document

  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 rfpuk@onclusive.com. Tell them what format you need. It will help if you say what assistive technology you use.

Framework

G-Cloud 15

Service ID

461267660133252

Contact

Tess Fezzuoglio
07776107307
rfpuk@onclusive.com

About your service

• Service categories:

  Application Development and Deployment

  Analytics and business intelligence

  • Business Intelligence
• Multi cloud support: No

Service scope

• Software add-on or extension: No
• Cloud deployment model: Hybrid cloud
• Service constraints: Minor planned maintenance may occur outside peak hours. No hardware-specific requirements
• System requirements:
  • Web browser (Chrome, Edge, Firefox, Safari)
  • Individual login credentials
  • Email address – Required to receive alerts

User support

• Email or online ticketing support: Yes
• Support response times: Maximum of 4 hours
• User can manage status and priority of support tickets: Yes
• Online ticketing support accessibility: WCAG 2.2 AA
• Phone support: Yes
• Phone support availability: 9 to 5 (UK time), Monday to Friday
• Web chat support: Yes
• Web chat support availability: 24 hours, 7 days a week
• Web chat support accessibility standard: WCAG 2.2 AA
• Web chat accessibility testing: Onclusive’s platform has been tested with assistive technologies, including screen readers (such as JAWS and NVDA), voice to text chat and keyboard-only navigation. These tests ensure that dashboards, alerts, and reporting tools are accessible to users with visual impairments or limited mobility. Feedback from testing has been incorporated to improve usability and compliance with accessibility standards.
• Onsite support: Yes, at extra cost
• Support levels: All Onclusive Subscription comes with a free technical support when you are facing a technical issue with the platform, and an access to our e-learning platform.
• Support available to third parties: Yes
• AI chatbot: Yes

Onboarding and offboarding

• Getting started: We support your team throughout the entire deployment of Onclusive Social with a three-step methodology designed to build autonomy and ensure successful results.; Foundation Setup: We begin with a kick-off and specifications meeting to define goals, KPIs, and project scope (keywords, sources, languages, countries, deliverables). Based on this, the Onclusive team configures your platform.; Training: After configuration, your team receives two interactive training (online or onsite) tailored to different user levels, ensuring full autonomy on Onclusive Social. You also gain unlimited access to the Onclusive Academy, offering self-paced courses, tutorials, and quizzes.; Personalized Ongoing Support: Your dedicated Customer Success Manager provides continuous guidance, follow-up sessions, coaching on best practices, and optional bespoke workshops to deepen expertise.; Additionally, Quarterly Business Reviews track progress, revisit KPIs, and align on next steps, while client support remains available via ticketing for functional or technical questions.
• Service documentation: Yes
• Documentation formats: Other
• Other documentation formats: Web based academy
• End-of-contract data extraction: Given the huge volume processed by Onclusive Social, we do not offer global data export at the end of the contract. However, we set up from the 1st day of the contract export functions (export xls, API) that will allow you to make "backups" on a regular basis of all of your data. However it is important to qualify this with the application of the GDPR and the concept of data retention. In this respect Onclusive Social has a function allowing you to not keep the data more than the date you specify.
• End-of-contract process: On termination Onclusive will work with the Customer to return the Customer data entered into the OS platform on excel files to enable Customer or Customer’s designee to perform similar services and to minimize any disruption to Customer’s business. On completion of the return of data to the Customer’s satisfaction all Customer data will be deleted from the OS platform. All of this is done at no extra cost to the Customer.
• Documentation accessibility standard: WCAG 2.2 AA

Using the service

• Web browser interface: Yes
• Supported browsers:
  • Microsoft Edge
  • Firefox
  • Chrome
  • Safari
  • Opera
• Application to install: No
• Designed for use on mobile devices: Yes
• Differences between the mobile and desktop service: No difference
• Service interface: Yes
• User support accessibility: WCAG 2.2 AA
• Description of service interface: Web-based application interface
• Accessibility standards: WCAG 2.2 AA
• Accessibility testing: Voice to text chat
• API: Yes
• What users can and can't do using the API: The Onclusive Social API is a read/write system that enables you to export data from Onclusive Social and import information into the platform. You can export mentions and analyses from both Listening and Analytics modules, including graphs, mention feeds, and detailed mention data with sentiment, source rankings, and audience metrics. The API also allows importing data from other social media management systems and connecting to CRM databases to analyse customer feedback using our 5Ws framework. The API can not be used to set up the platform.
• API documentation: Yes
• API documentation formats: PDF
• API sandbox or test environment: No
• Customisation available: Yes
• Description of customisation: Onclusive Social offers extensive customisation options across multiple areas. Users with Editor access can customise the following: ; Data collection can be tailored through workspace settings, including up to 20 languages and countries, specific source monitoring, and unlimited Boolean queries with keywords and operators. ; Data processing includes unlimited classification tags for filtering and analysis, plus automated rules that can improve sentiment analysis, classify mentions, set languages/countries, remove unwanted content, and differentiate owned from earned media.; Dashboards are fully customisable with prebuilt options for specific use cases (brand reputation, campaign analysis, crisis management, etc.) or custom configurations displaying key analyses and mentions in single views. ; Alerts provide automated email notifications about new mentions and conversation surges. User access can be managed through administrator rights for adding users and workspace sharing. ; Additionally, you can personalise colours in comparative charts using brand colours for queries and classification tags.; Users with administrators rights can add users, change logos, background colours, text colours, and choose from predefined themes or create custom corporate branding themes.

Scaling

• Independence of resources: Each entity subscribing to the service will have a dedicated database, which operates with its own subscription quotas for workspaces, queries, and monthly mentions. ; Within a database, each workspace has its own queries, languages, countries, sources, and data collection settings. Users can only access workspaces they're specifically granted permission to, ensuring data separation. This structure ensures that monitoring activity in one workspace doesn't interfere with others' performance or data access.

Analytics

• Service usage metrics: Yes
• Metrics types: Onclusive Social display the last connection time for each user for admin users. Further metrics such as connections volume per user, and activity details can be provided in monthly or quarterly reports.
• Reporting types:
  • Real-time dashboards
  • Regular reports
• Resource tagging: No
• FOCUS resource tagging: No

Resellers

• Supplier type: Not a reseller

Staff security

• Staff security clearance: Other security clearance
• Government security clearance: Security Clearance (SC)

Asset protection

• Knowledge of data storage and processing locations: Yes
• Data storage and processing locations: European Economic Area (EEA)
• User control over data storage and processing locations: No
• Datacentre security standards: Complies with a recognised standard (for example CSA CCM version 4.0)
• Penetration testing frequency: At least every 6 months
• Penetration testing approach: Another external penetration testing organisation
• Protecting data at rest:
  • Physical access control, complying with CSA CCM v4.0
  • Other
• Other data at rest protection approach: Onclusive Social only deals with publicly accessible info. This does not require encrypting these data. Only the password is protected by the hash functions of bcrypt.
• Data sanitisation process: Yes
• Equipment disposal approach: In-house destruction process
• Data sanitisation type: Explicit overwriting of storage before reallocation / Secure Erase

Data importing and exporting

• Data export approach: Users can export data through multiple methods: ; The raw data (mentions) offers PDF/DOC reports, Excel files (up to 50,000 mentions), API exports, and RSS feeds. Charts can be exported to Excel, images, Tableau, Domo, Looker Studio, or dashboards. Dashboards can be exported as PowerPoint or PDF reports with customisable templates. API integration enables automated exports to external systems like Google Spreadsheets, etc.
• Data export formats:
  • CSV
  • Other
• Other data export formats:
  • DOC
  • JSON
  • RSS
  • XML
  • XLSX
• Data import formats:
  • CSV
  • Other
• Other data import formats:
  • XSLX
  • JSON
  • XML
  • RSS

Data-in-transit protection

• Data protection between buyer and supplier networks: TLS (version 1.2 or above)
• Data protection within supplier network: TLS (version 1.2 or above)

Availability and resilience

• Guaranteed availability: Guarantees the availability of the solution up to 99.999%.
• Approach to resilience: Our server provider OVH is a G-Cloud approved provider for secure cloud services in the UK.; Any further information is available on request.
• Outage reporting: Internal email alerts with dashboards; External email alerts to customers

Identity and authentication

• User authentication needed: Yes
• User authentication:
  • Multi-Factor Authentication (MFA)
  • Identity federation with existing provider (for example Google Apps)
  • Username or password
  • Other
• Other user authentication: Onclusive Social is an open solution fully SSO compatible (SAML/SAML 2.0 support).
• Access restrictions in management interfaces and support channels: Access to management interfaces and production servers is strictly limited to authorized staff based on the "need to know" principle. Server access is managed using FreeIPA and Kerberos. Remote access requires personal VPNs and is restricted by firewalls to fixed IP addresses. In support channels, only direct client account support staff access data. Client data is strongly isolated in dedicated databases, and clients may further restrict platform access via specific IP ranges.
• Access restriction testing frequency: At least every 6 months
• Management access authentication:
  • Multi-Factor Authentication (MFA)
  • Identity federation with existing provider (for example Google Apps)
  • Username or password
  • Other
• Description of management access authentication: Onclusive Social is an open solution fully SSO compatible (SAML/SAML 2.0 support).

Audit information for users

• Access to user activity audit information: Users have access to real-time audit information
• How long user audit data is stored for: At least 12 months
• Access to supplier activity audit information: Users have access to real-time audit information
• How long supplier audit data is stored for: At least 12 months
• How long system logs are stored for: Less than 1 month

Security governance

• Named board-level person responsible for service security: Yes
• Security governance certified: No
• Security governance approach: We align to ISO 27001:2022 in addition with Cyber Essentials and Cyber Essentials Plus to ensure security baseline
• Information security policies and processes: We follow structured security policies aligned with ISO 27001 and supported by Cyber Essentials Plus. Our Security Lead oversees governance, with escalation to senior management. Compliance is maintained through staff training, audits, MFA, patching, and monitoring. Policies are reviewed annually to ensure consistent, effective security management.
• Software Security Code of Practice: Yes

Operational security

• Configuration and change management standard: Supplier-defined controls
• Configuration and change management approach: Onclusive Social uses SonarQube to assess our applications’ health, and highlight newly introduced issues, so we can improve code quality systematically. All our projects are scanned with SonarQube.
• Vulnerability management type: Supplier-defined controls
• Vulnerability management approach: Potential threats are assessed using internal and third-party solutions:; Orca Security conducts vulnerability scans and analysis providing threat intelligence. ; Snyk scans code and libraries early in the development lifecycle. ; Remediation priority is based on analysis of identified threats and criticality. ; Information on potential threats is gathered through monitoring third-party security advisory websites, product vendor websites, and security mailing lists.
• Protective monitoring type: Complies with a recognised standard, for example CSA CCM v4.0 or SSAE-18 / ISAE 3402
• Protective monitoring approach: Potential compromises are identified via weekly Qualys vulnerability scans, and potential compromises are identified via on going vulnerability scans with orca security tools.
• Incident management type: Complies with a recognised standard, for example, CSA CCM v4.0 or ISO/IEC 27035:2011 or SSAE-18 / ISAE 3402
• Incident management approach: Onclusive uses pre-defined levels (Blocking, Major, Minor anomaly) to categorize incidents. Critical outages trigger an immediate crisis meeting to define the action plan.; Users report incidents 24/7 via the online ticket management service or via dedicated email support.; When a Security Incident or critical issue occurs, users are immediately notified via email and on the dedicated Status Page. Onclusive is committed to responding to a "critical" problem within 1 business hour. Follow-up dashboards showing bug handling and resolution times can also be provided.
• Post-quantum cryptography secure: No

Secure development

• Approach to secure software development best practice: Independent review of processes (for example CESG CPA Build Standard, ISO/IEC 27034, ISO/IEC 27001 or CSA CCM v4.0)

Public sector networks

• Connection to public sector networks: No

Pricing

• Discount for educational organisations: Yes
• Free trial available: Yes
• Description of free trial: A proof of concept of no more than 5 queries (brands or topics) will be built upon a scoping call, where we discuss your needs and requirements. This POC will be live for users to test with editor access for 7 days.

Discount percentage by annual call-off contract value (excluding VAT)

• Less than £250,000: 10%
• Between £250,000 and £500,000: 10%
• Between £500,001 and £1,000,000: 10%
• Between £1,000,001 and £2,500,000: 10%
• Between £2,500,001 and £5,000,000: 10%
• Over £5,000,001: 10%

Non-mandatory Standards and certifications

• ISO/IEC 27001 certification: No
• ISO 28000:2022 certification: No
• ISO 9001 certification: No
• Quality management systems (QMS): No
• CSA STAR certification: No
• PCI certification: No
• Cyber essentials: Yes
• Please provide your Cyber Essentials Certificate Number: 4c40f6cc-9d36-44f6-96f2-0173fd4e20c5
• Cyber essentials plus: Yes
• Please provide your Cyber Essentials Plus Certificate Number: 44a51e11-d264-4666-aae8-9b1b4e0aa403
• Other security certifications: No

Social value

• Section B - Commitment for Future: Delivery:

  • Mission: Kick start economic growth. To secure the highest sustained growth in the G7 - with good jobs and productivity growth in every part of the country making everyone, not just a few, better off.

    Policy Outcome 1: Fair work: That offers fair wages and good working conditions. Help people get a job, stay in work, and progress in their careers, with good employment opportunities across the country. Notes: Where there is a large proportion of labour costs in the contract, commercial teams should consider MAC in Outcome 1 as a priority

    • New or retained jobs on the contract workforce in the relevant area that meet the criteria set out in MAC 1b, 1c and 1d
    • Providing opportunities for, and measuring and monitoring of, staff workforce conditions over time, including employee engagement, involvement in decision-making and satisfaction and adapting to any changes in the results, with clear processes for acting on issues identified
    • Plans to engage the contract workforce in deciding the most important workplace issues to address
    • Ensuring new workers are informed of their right to join a trade union
    • Monitoring of employee engagement rates (by protected characteristic) and, where necessary, the development of actions to ensure all voices are heard across the diversity of the workforce
    • Employment contracts that reflect actual hours worked; steps taken to ensure employees understand their contracts and have the ability to review and adjust them if actual hours regularly exceed contracted hours
    • Activities that support an environment where staff are educated about, and feel empowered to, address their physical wellbeing
    • Activities that support an environment where staff are educated about and feel empowered to report and address bullying and harassment
    • Activities to cascade good practice on fair working conditions throughout the supply chain
    • Offer a pay and leave entitlement to all eligible staff who become kinship carers, ideally equivalent to statutory adoption pay and leave
    • Payment of more than the National Minimum Wage or National Living Wage (as appropriate) to the contract workforce
    • Monitoring and reporting of gender and ethnicity pay gaps and plans to address them where necessary
    • Entitlement to sick pay for the contract workforce, with provision in place for any staff who do not meet the earnings threshold for statutory sick pay, payment of sick pay from day one of absence and payment of staff on the contract workforce who are off sick a replacement income of 100% of their usual earnings for as long as possible
    • Plans for an appropriate income replacement policy for staff who are required to spend time away from work to care for a sick dependent or close relative
    • Understanding of in-work progression issues affecting the market, industry or sector relevant to the contract, and in the supplier’s own organisation and those of its key sub-contractors
    • Measures to support in-work progression to help people in the contract workforce, to move into higher paid work by developing new skills relevant to the contract
    • Support for the contract workforce by providing career advice, and providing opportunities for staff working on the contract with in-work progression career development into known skills shortages or high growth areas
    • Support for educational attainment relevant to the contract, including training schemes that address skills gaps and result in recognised qualifications
    • Volunteering opportunities for staff
    • Understanding of the modern slavery risks and issues affecting the market, industry, sector or country (of origin or of source) relevant to the contract, and the workforce in the supplier’s own organisation and those of its key subcontractors
    • Measures to identify, mitigate and manage modern slavery risks relating to the contract and how these will be implemented
    • Outline policies and practices to be applied to or put in place for the contract to mitigate and manage modern slavery risks, including: Pre-employment checks, recruitment practices. Workplace conditions, safeguarding plans and processes in place and regular monitoring with relevant groups considered, which may include sampling
    • How these flow down the supply chain and are monitored Illustrative examples include reporting, site visits, audits, etc.
    • How to ensure business decisions re: price/cost, short lead times, payment timescales do not create modern slavery risks in the supply chain
    • How the supplier will work with NGOs, trade unions or other businesses to address modern slavery risk
    • Means of influencing staff, suppliers, customers, communities and/or any other appropriate stakeholders with respect to modern slavery risks relating to the contract

  • Mission: Kick start economic growth. To secure the highest sustained growth in the G7 - with good jobs and productivity growth in every part of the country making everyone, not just a few, better off.

    Policy Outcome 2: Skills for growth: Supporting growth sectors and addressing skills gaps.

    • Understanding of employment and relevant skills issues, and of the education and training issues relating to the contract. Illustrative examples: demographics, skills shortages, new opportunities in high growth sectors, geographic/local community and skills/employment challenges
    • Support for educational attainment relevant to the contract, including training schemes that address skills gaps and result in recognised qualifications
    • Activities to support relevant sector related skills growth and sustainability in the contract workforce. Illustrative examples: careers talks, curriculum support, literacy support, safety talks and volunteering

  • Mission: Kick start economic growth. To secure the highest sustained growth in the G7 - with good jobs and productivity growth in every part of the country making everyone, not just a few, better off.

    Policy Outcome 3: Resilient, innovative and flexible supply chains: Support economic growth through enabling resilient businesses, opportunities for small businesses and voluntary, community and social enterprises

    • Ensuring accessibility to contracting and subcontracting opportunities for disabled business owners and employees
    • Structuring of the supply chain selection process to ensure fairness (e.g. anti-corruption) and encourages participation by a diverse range of businesses, including with regard to new businesses, entrepreneurs, start-ups, SMEs, VCSEs and mutual

  • Mission: Make Britain a clean energy superpower: To cut bills, create jobs and deliver security with cheaper, zero-carbon electricity by 2030, accelerating to net zero

    Policy Outcome 4: Sustainable procurement practices: Reducing carbon footprints, minimising waste, and promoting the use of clean energy and green technologies.

    • Understanding of opportunities for additional environmental benefits delivery in the performance of the contract, including working towards net zero carbon emissions and use of clean energy and green technologies
    • Collaborative ways of working with the supply chain to deliver additional environmental benefits in the performance of the contract, including working towards net zero carbon emissions and use of clean energy and green technologies
    • Delivery of additional environmental benefits through the performance of the contract, including working towards net zero carbon emissions and use of clean energy and green technologies
    • Understanding of how to influence staff, suppliers, customers, communities and/or any other appropriate stakeholders through the delivery of the contract to support climate and nature protection and improvement
    • Activities to reconnect people with the environment and increase awareness of ways to protect and enhance it

  • Mission: Break down barriers to opportunity: By reforming our childcare and education systems, to make sure there is no class ceiling on the ambitions of young people in Britain

    Policy Outcome 6: Employment and training: For those who face barriers to employment

    • Understanding of employment and skills issues, and of the skills and employment shortages of high growth sectors relating to the contract
    • Delivery of training schemes and programmes to address any identified skills gaps and under-representation in the workforce for the contract (e.g. prison leavers, care leavers, kinship carers, disabled people)
    • Understanding of the issues affecting the representation of disabled people in the workforce in the market, industry or sector relevant to the contract, and in the supplier’s own organisation and those of its key sub-contractors
    • Collection of the views and expertise of disabled people and their representative organisations on successfully supporting disabled employees or applicants
    • Inclusive and accessible recruitment practices, and retention-focused activities, including those provided in the Guide for line managers on recruiting, managing and developing people with a disability or health condition
    • Introducing transparency to pay and reward processes
    • Offering a range of quality opportunities with routes of progression if appropriate, e.g. T Level industry placements, students supported into higher level apprenticeships.
    • Working conditions which promote an inclusive working environment and promote retention and progression
    • Other measures to provide equality of opportunity for disabled people and those with health conditions into employment, including becoming a Disability Confident employer and inclusion of supported businesses in the contract supply chain
    • Understanding of the issues affecting inequality in employment, skills and pay in the market, industry or sector relevant to the contract, and in the supplier’s own organisation and those of its key sub-contractors. Measures to tackle inequality in employment, skills and pay in the contract workforce
    • Inclusive and accessible development practices, including guidance for line managers on recruiting, managing and developing people with a disability or health condition

  • Mission: Break down barriers to opportunity: By reforming our childcare and education systems, to make sure there is no class ceiling on the ambitions of young people in Britain

    Policy Outcome 7: Creating a pipeline of opportunities: For the contract workforce, reducing barriers to entry for under-represented groups.

    • Understanding of issues relating to entering the contract workforce
    • Creation of outreach activities to create a pipeline of employees for the future contract delivery

  • Mission: Build an NHS fit for the future: That is there when people need it; with fewer lives lost to the biggest killers; in a fairer Britain, where everyone lives well for longer.

    Policy Outcome 8: Increasing productivity through physical and mental wellbeing: In the supply chain and communities in the relevant area.

    • Understanding of issues relating to health and wellbeing, including physical and mental health, in the contract workforce
    • Understanding barriers to access to health and social care services or employment opportunities e.g. digital inclusion
    • Inclusive and accessible recruitment practices, development practices and retention policies that support-focused activities including those provided in the Guide for line managers on recruiting, managing and developing which support people with a disability or health condition
    • Actions to invest in the physical and mental health and wellbeing of the contract workforce

Service documents

• Pricing document

  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 rfpuk@onclusive.com. Tell them what format you need. It will help if you say what assistive technology you use.