LARMER BROWN LIMITED

Engage Process

Engage Process is a cloud-based process modelling and continuous improvement platform designed for public sector service design and optimisation, supporting over 300 local authorities across the UK and the Netherlands. The platform enables organisations to re-design services, identify areas for automation and AI adoption and deliver measurable efficiency gains.

Features

• Cost and time analyses with bottleneck indicators
• Online drag & drop process mapping with visual icons
• Build business cases for service redesign, automation and AI
• View switching processes (swimlanes/valuestream) and agile boards (kanban, task)
• Central repository for uniform processes (docs, roles, apps, etc.)
• Sharing and publishing to read only portal with governance features
• Online feedback and discussion modules for continuous improvement
• In-depth reporting for compliance, costing, IT, risk management, etc.
• Agile collaboration boards with customised cards, tasks and fields
• Designed for onsite/remote workshops and collaboration

Benefits

• Proven platform with >300 public sector clients
• Fastest/easiest process mapping platform, enabling immediate improved processes
• Standardised process maps and no mistakes thanks to logic engine
• Multi-purpose: efficiency, organisational change, risk and compliance, e-learning, etc.
• Evidence financial impact of change in live environment
• Create efficient processes to support Transformation, RPA and AI projects
• No lock in: free exports to industry standard file formats
• Designed for in-person, online & remote working
• Promote single way of working through process handbook
• Platform agnostic and 100% cloud based, no installation required

• 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 sales@larmerbrown.com. Tell them what format you need. It will help if you say what assistive technology you use.

Framework

G-Cloud 15

Service ID

640951669078175

Contact

Janice C Brown
07774184589
sales@larmerbrown.com

About your service

• Service categories:

  Application Development and Deployment

  Application development

  • Business rules management

  Modelling and architecture

  • Object Modelling Tools
  • Business Process Modelling Tools
  • Enterprise Architecture Tools
• Multi cloud support: No

Service scope

• Software add-on or extension: No
• Cloud deployment model: Public cloud
• Service constraints: The platform is available to users 24/7. Engage Process guarantees an availability of 99.5%. An interruption or delay in the availability due to planned and communicated maintenance, a force majeure, like a power outage or network-outage, is not considered part of this service level.
• System requirements: Any HTML5 compliant browser

User support

• Email or online ticketing support: Yes
• Support response times: Engage Process will respond to questions within 1 working day and often within 3 working hours. Questions by phone or through our online chat feature are picked-up immediately.
• User can manage status and priority of support tickets: No
• Phone support: Yes
• Phone support availability: 9 to 5 (UK time), Monday to Friday
• Web chat support: Yes
• Web chat support availability: 9 to 5 (UK time), Monday to Friday
• Web chat support accessibility standard: None or don’t know
• How the web chat support is accessible: Engage Process provides web-based chat functionality accessible through a standard web browser via our website. The chat allows users to contact the support team to ask questions, report issues, and request assistance related to the service. Users can submit messages and receive responses during supported hours without installing additional software. The chat does not provide real-time system administration, configuration changes, or access to service data. Support staff respond using authorised accounts, and conversations are used solely for support and service-related communication. Where required, issues raised via web chat may be progressed through formal support or incident management processes for resolution.
• Web chat accessibility testing: Engage Process uses HubSpot web chat as part of its website technology. We have not conducted formal usability testing of the web chat specifically with assistive technology users. However, the chat has been used in live environments by our customer base, including users accessing the service through standard web browsers and common accessibility tools. HubSpot provides accessibility features as part of its platform, and we rely on the vendor’s ongoing accessibility improvements and compliance commitments. Accessibility considerations are reviewed as part of wider website updates, and feedback received through customer interactions is used to inform future improvements where appropriate.
• Onsite support: Yes
• Support levels: All primary support is included within the subscription price. Users access the support desk via their nominated system administrator. Standard user support for each customer is limited to up to four hours per year. Assistance relating to platform availability and product issue resolution is not subject to any time limitation. Where a higher level of support is required and a lack of user knowledge is identified, Engage Process may recommend additional user training, which is chargeable. Where support requires access to customer data stored within the platform, this is only provided with explicit permission from the customer’s authorised administrator. Optional onsite product consulting is available at £1,200 per day. Our Product Consultant can help set-up our platform and train personnel to deal with: - Creating functional Handbook - (Digital) Transformation - Effective Process Workshops on- and offline - Modelling processes - Lean, efficient work-processes - Continuous improvement - Reporting: GDPR, Risk and Compliancy, Efficiency
• Support available to third parties: Yes
• AI chatbot: No

Onboarding and offboarding

• Getting started: Our platform is readily available through a web browser. We do recommend that our users undertake initial user training which can be delivered on-site or remotely. We also have an extensive knowledge center and E-Learning module which supports our customers.
• Service documentation: Yes
• Documentation formats:
  • HTML
  • PDF
• End-of-contract data extraction: At the end of the contract, users can extract their data directly from the Engage Process platform without vendor dependency. Through user friendly menus, users can select which data they want to export to which format. Data export formats include • CSV • BPMN • XPDL • Engage Process Format • Excel • Visio • PDF • Word • PNG Where required, we provide support during off-boarding to assist users in completing data extraction within agreed timescales, ensuring all customer data is returned and no data is retained beyond contractual or legal obligations.
• End-of-contract process: At the end of the contract, customers may choose to renew the service or allow the contract to expire. If the contract ends, customers retain full access to export their data during the contract term and any agreed notice period. All customers can export their data free of charge using built-in export tools, with no vendor lock-in. Data exports are included within the contract price and are provided in commonly used formats to ensure portability. There are no additional costs associated with contract exit, data extraction, or off-boarding. Once the contract has ended and data export is complete, customer data is managed in line with contractual and legal obligations.
• Documentation accessibility standard: WCAG 2.2 AA

Using the service

• Web browser interface: Yes
• Supported browsers:
  • Microsoft Edge
  • Firefox
  • Chrome
  • Safari
  • Opera
  • Other
• Application to install: No
• Designed for use on mobile devices: Yes
• Differences between the mobile and desktop service: Our Mobile applications are limited to our Viewer and Brainstorm apps which are available via App Store or Android and are created to allow the same functionality between the app and desktop service. Other Engage Process modules are not available by a mobile application
• Service interface: No
• User support accessibility: WCAG 2.2 AA
• API: No
• Customisation available: Yes
• Description of customisation: Every aspect of our services and software product are set-up to be customisable. All users have flexibility within the platform to use in the way that is suitable for them but major changes are managed by the administrator of the platform. for example, all characteristics of processes and process-steps can be customised to fit specific customers needs. The Process Handbook can also be customised to reflect the profile of the customer.

Scaling

• Independence of resources: The service is delivered as a SaaS solution hosted on Microsoft Azure. The platform is designed to scale hosting resources in line with demand, ensuring performance remains consistent as usage increases. Capacity is managed centrally and scaled dynamically, meaning demand from one customer does not negatively impact the performance or availability experienced by other users. Resource allocation and monitoring ensure that all users receive a consistent level of service regardless of overall platform load.

Analytics

• Service usage metrics: Yes
• Metrics types: Within processes there are a lot of metrics that can be added to process steps and as a result can be quantified for the entire process: • Cost/benefits analysis • Lead time • Processing time • Lean factor (PR/LT) • Efficiency (%) • Throughput (%) • And many more General use of Engage Process can be monitored in the Dashboard function: • number of logins • number of processes made, times opened, etc. • handbook users
• Reporting types:
  • Real-time dashboards
  • Regular reports
  • Reports on request
• Resource tagging: Yes
• FOCUS resource tagging: No

Resellers

• Supplier type: Reseller (no extras)
• Organisation whose services are being resold: Engage Process

Staff security

• Staff security clearance: Conforms to BS7858:2019
• Government security clearance: None

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 once a year
• Penetration testing approach: ‘IT Health Check’ performed by a CHECK service provider
• Protecting data at rest: Encryption of all physical media
• Data sanitisation process: Yes
• Equipment disposal approach: Complying with a recognised standard, for example CSA CCM v4.0, CAS (Sanitisation) or ISO/IEC 27001
• Data sanitisation type: Data Erasure

Data importing and exporting

• Data export approach: Users can export their data directly from the Engage Process platform using built-in export functionality. Data can be exported at multiple levels via user-friendly menus, allowing users to select exactly which datasets they wish to extract. Exports can be completed for processes as a whole, as well as for individual process characteristics and related records. Users can choose the required export format from supported, commonly used formats which include • CSV • BPMN • XPDL • Engage Process Format • Excel • Visio • PDF • Word • PNG This ensures data can be reused outside the platform without restriction.
• Data export formats:
  • CSV
  • Other
• Other data export formats:
  • BPMN
  • XPDL
  • Engage Process Format
  • Excel
  • Visio
  • PDF
  • Word
  • PNG
• Data import formats:
  • CSV
  • Other
• Other data import formats:
  • BPMN
  • Engage Process Format
  • XML
  • Visio
  • Word
  • Text Format - AI Supported Module

Data-in-transit protection

• Data protection between buyer and supplier networks:
  • TLS (version 1.2 or above)
  • Other
• Other protection between networks: Data exchanged between the buyer’s network and our service is protected using multiple security controls. All data in transit is encrypted using industry-standard TLS encryption. In addition, access to the service can be restricted using IP address checking (IP whitelisting), ensuring only approved networks are permitted to connect. These measures protect data from interception, unauthorised access, and tampering while in transit between networks.
• Data protection within supplier network: TLS (version 1.2 or above)

Availability and resilience

• Guaranteed availability: Engage Process is available to users 24 hours a day, 7 days a week. We guarantee a service availability of 99.5%, measured on a monthly basis. Availability calculations exclude planned and pre-communicated maintenance, as well as events outside our reasonable control, including force majeure events such as power, network, or third-party infrastructure outages. While we actively monitor availability and investigate any service disruption, we do not offer service credits or financial refunds if the guaranteed availability level is not met. Any availability issues are managed through incident management processes, root cause analysis, and corrective actions to prevent recurrence.
• Approach to resilience: Our services are hosted on Microsoft Azure. Details are available on request.
• Outage reporting: Service outages are communicated to customers via email alerts. Where an outage is identified, affected users are notified as soon as reasonably practicable with details of the issue, its impact, and progress updates until resolution. The service does not currently provide a public status dashboard or outage reporting API.

Identity and authentication

• User authentication needed: Yes
• User authentication:
  • Multi-Factor Authentication (MFA)
  • Dedicated link (for example VPN)
  • Username or password
  • Other
• Other user authentication: Access to management interfaces and support channels is restricted through the assignment of dedicated user licences. Each licence is associated with defined roles and permissions, ensuring users can only access functions appropriate to their role. Additional authorisation settings can be configured within each licence to further limit access to administrative or sensitive features, supporting least-privilege access and reducing the risk of unauthorised actions.
• Access restrictions in management interfaces and support channels: Access can be restricted by assigning dedicated licenses. Also within assigned licenses further authorisation settings can be set-up.
• Access restriction testing frequency: At least once a year
• Management access authentication:
  • Multi-Factor Authentication (MFA)
  • Dedicated link (for example VPN)
  • Username or password
  • Other
• Description of management access authentication: Management users authenticate to the service using individual user accounts with username and password credentials. Authentication is enforced at login and linked to role-based permissions assigned to management users. In addition, management access can be restricted to approved IP ranges through IP whitelisting to further reduce the risk of unauthorised access.

Audit information for users

• Access to user activity audit information: Users contact the support team to get audit information
• How long user audit data is stored for: Between 1 month and 6 months
• Access to supplier activity audit information: Users contact the support team to get audit information
• How long supplier audit data is stored for: Between 1 month and 6 months
• How long system logs are stored for: Between 1 month and 6 months

Security governance

• Named board-level person responsible for service security: Yes
• Security governance certified: Yes
• Security governance standards: ISO/IEC 27001
• Information security policies and processes: Engage Process follows documented information security policies to protect the confidentiality, integrity, and availability of customer data. Overall responsibility sits with the Chief Technology Officer (CTO), a member of the Management Team. The CTO oversees compliance with data protection and privacy regulations and ensures policies are implemented across the organisation. In the event of a suspected or actual security incident, the CTO leads investigation, root cause analysis, and corrective actions, reporting findings to the Management Team. Serious incidents are escalated to the CEO. All incidents are documented, corrective actions implemented promptly, and affected parties notified in line with GDPR requirements. Policies are reviewed and updated as required.
• Software Security Code of Practice: Yes

Operational security

• Configuration and change management standard: Supplier-defined controls
• Configuration and change management approach: Configuration and change management for Engage Process is controlled through documented procedures and version-controlled deployments. All application, infrastructure, and database components are tracked throughout their lifecycle using Git repositories in Azure DevOps, providing full version history, traceability, and rollback capability. Changes are implemented by authorised technical staff only, following approved deployment scripts reused across test, staging, and production environments. Proposed changes are assessed by senior developers and the CTO for operational and security impact, including access controls, data handling, and platform configuration. Security-relevant changes follow a four-eyes review principle and are logged via Azure DevOps audit trails.
• Vulnerability management type: Supplier-defined controls
• Vulnerability management approach: We operate a proactive vulnerability management process. Potential threats are assessed using automated vulnerability detection within development tools, Microsoft Azure security monitoring for all PaaS services, and ongoing developer review during development/maintenance. Information on emerging threats is sourced from Microsoft Azure security advisories, built-in tooling alerts, and industry best practice awareness within the development team. Azure-managed services are patched automatically by Microsoft, ensuring timely deployment of security updates. Application dependencies and the single internally managed virtual machine are patched by authorised senior developers, with critical vulnerabilities prioritized/remediated as soon as practicable. All fixes are verified through testing and monitored post-deployment.
• Protective monitoring type: Supplier-defined controls
• Protective monitoring approach: Engage Process uses protective monitoring to detect, respond, and manage potential compromises. Infrastructure and application activity is monitored using Azure Monitor, Application Insights, and Log Analytics, alongside application-level error reporting and usage trend analysis to identify anomalies or unusual behaviour. Alerts are generated automatically and reviewed by authorised technical staff. When a potential compromise is identified, incidents are triaged immediately, investigated using log/monitoring data, and escalated based on severity. Critical incidents are responded to as soon as they are detected, with mitigation actions initiated without delay. Monitoring effectiveness is reviewed regularly by senior technical staff and the Information Security Officer.
• Incident management type: Supplier-defined controls
• Incident management approach: Engage Process operates pre-defined incident management processes for common operational and security events. Incidents are identified through automated Azure monitoring alerts, application error notifications, customer reports, and manual log review. Users report incidents via established support channels, including email and direct contact. All incidents are logged, tracked, and prioritised based on impact and severity, with critical issues addressed immediately by the technical team under senior oversight. When incidents affect users, incident reports and status updates are provided through appropriate communication channels, detailing impact, actions taken, and resolution. Post-incident reviews identify root causes and drive improvements to prevent recurrence.
• Post-quantum cryptography secure: No

Secure development

• Approach to secure software development best practice: Conforms to a recognised standard, but self-assessed

Public sector networks

• Connection to public sector networks: No

Pricing

• Discount for educational organisations: No
• Free trial available: Yes
• Description of free trial: On request a full trial version is available for the period of 1 month. This Trial environment can be set-up to evidence clients needs in our platform (ie. Cost/benefits analyses).
• Link to free trial: https://www.engageprocess.com/en/

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

• Less than £250,000: 18%
• Between £250,000 and £500,000: 25%
• Between £500,001 and £1,000,000: 35%
• Between £1,000,001 and £2,500,000: 45%
• Between £2,500,001 and £5,000,000: 55%
• Over £5,000,001: 60%

Non-mandatory Standards and certifications

• ISO/IEC 27001 certification: Yes
• Who accredited the ISO/IEC 27001: LRQA Group Limited
• ISO/IEC 27001 accreditation date: Thursday 6 April 2017
• What the ISO/IEC 27001 doesn’t cover: N/A
• ISO 28000:2022 certification: No
• ISO 9001 certification: Yes
• Who accredited the ISO 9001 certification: LRQA Group Limited
• ISO 9001 accreditation date: Thursday 6 April 2017
• What the ISO 9001 doesn’t cover: N/A
• Quality management systems (QMS): Yes
• CSA STAR certification: No
• PCI certification: Yes
• Who accredited the PCI DSS certification: Blackfoot UK Limited
• PCI DSS accreditation date: Friday 8 August 2025
• What the PCI DSS doesn’t cover: N/A
• Cyber essentials: Yes
• Please provide your Cyber Essentials Certificate Number: Df5d1835-b4cd-4288-a430-0429441d5778
• Cyber essentials plus: Yes
• Please provide your Cyber Essentials Plus Certificate Number: 7f4ec699-4b44-408e-88d8-cba0769858f9
• Other security certifications: Yes
• Any other security certifications:
  • ISO27017
  • ISO27018
  • NCSC Certified
  • SOC 2 Type 2 Report
  • Carbon FootprinT Standard (PAS 2060)

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
    • 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 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
    • 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
    • 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
    • Delivery of apprenticeships, supported internships and T Level industry placement opportunities (Level 2, 3 and 4+) in relation to the contract

  • 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
    • 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

  • 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 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
    • 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
    • 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 the issues affecting the development of new skills by target cohort
    • Other measures to offer development opportunities for the target cohort(s) in the contract workforce
    • 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

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