ONCLUSIVE UK LIMITED

Managed Media Monitoring

Onclusive’s cloud-based Media Monitoring service provides real-time tracking and analysis of print, online, broadcast, and social media across the UK and globally. It delivers actionable insights, sentiment analysis, and alerts to help public-sector organisations manage reputation, evaluate campaigns, and make data-driven communication decisions securely and efficiently.

Features

• Real-time media monitoring
• Sentiment Analysis
• Customisable Alerts
• Share of Voice Reporting
• Historical Coverage Analysis
• Interactive Dashboards
• Keyword & Topic Tracking
• Multi-Channel Coverage
• Role-based access control
• Data export and 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

731037360652268

Contact

Tess Fezzuoglio
07718204033
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: Public cloud
• Service constraints: Minor planned maintenance may occur outside peak hours. No hardware-specific requirements
• System requirements:
  • Modern Web Browser
  • Individual Login credentials with email address

User support

• Email or online ticketing support: Yes
• Support response times: Max of 4 hours
• 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: 24 hours, 7 days a week
• Web chat support accessibility standard: WCAG 2.2 AA
• Web chat accessibility testing: Onclusive’s Media Monitoring 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
• Support levels: We provide structured support to ensure reliable platform use, effective monitoring, and meaningful insight generation.; ; Technical Support includes resolution of platform and system issues, login and access support, browser and device troubleshooting, and assistance with viewing and exporting coverage and data.; ; Coverage & Monitoring Support ensures monitoring accuracy and continuity. This includes investigation of missing or delayed coverage, troubleshooting feed or content pickup issues, and reviewing or optimising search queries, Boolean logic, keywords, and source selection.; ; Search & Query Strategy Support provides best-practice guidance on building, structuring, and refining searches. This includes keyword strategy advice, evaluation of search logic, and recommendations to reduce irrelevant results or improve coverage capture.; ; Rights & Compliance Support offers high-level guidance on copyright, licensing, and permitted usage of media content. This guidance is informational only and does not constitute legal advice.; ; Insights & Analysis Advisory supports effective use of data through media evaluation guidance, measurement best practices, KPI and goal setting, and assistance interpreting trends, metrics, and insights.; ; All support is delivered in line with agreed service levels and governance standards.
• Support available to third parties: Yes
• AI chatbot: Yes

Onboarding and offboarding

• Getting started: Getting started with the media monitoring service is straightforward and guided by Onclusive’s onboarding team. Implementation begins with a scoping session to confirm priorities, keywords, media sources, reporting formats and distribution requirements. Once agreed, Onclusive configures the service on behalf of the organisation and provides a clear timeline for go-live.; ; Users receive detailed onboarding materials, including service documentation, sample outputs, and guidance on how to request changes. Online training is provided to walk users through how the service works, how coverage is selected, how reports are structured, and how to manage ongoing updates. Additional virtual sessions can be scheduled for wider teams or new starters.; ; Throughout onboarding, a dedicated account manager supports users, ensures requirements are correctly captured and refined, and acts as the primary contact for adjustments. For organisations with more complex needs, Onclusive can deliver tailored sessions to explain analyst methodologies, categorisation frameworks, and reporting conventions.; ; Once live, users have ongoing access to support, with clear channels to request updates to monitoring scope, media lists, reporting cadence, or stakeholder distribution. This ensures users are fully equipped to get value from the service from day one.
• Service documentation: Yes
• Documentation formats:
  • HTML
  • ODF
  • PDF
  • Other
• Other documentation formats: Web based academy
• End-of-contract data extraction: Clients can extract data from the system through the relevant export features in the platform, additionally we can also provide client data in an electronic format if instructed by the client prior to the contract ending.
• End-of-contract process: At contract end, users receive time to export all data (included in the service price). Accounts are deactivated and data is securely deleted
• 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 differences
• 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 platform API is provided to clients who wish to extract article data which has been provided in their service. Only articles which have been matched and delivered for the client's service are available, along with all associated metadata. All calls to the API are authenticated with a unique token, which is provided by your account manager. There are no limitations on API calls. Users will be provided with Swagger documentation and access to the developer portal to see the kind of calls/filters which are available in the API. The API cannot be used to set up a search from scratch, that needs to be requested via your account manager.
• API documentation: Yes
• API documentation formats: Open API (also known as Swagger)
• API sandbox or test environment: No
• Customisation available: Yes
• Description of customisation: Users can customise the service to ensure the monitoring outputs match their organisation’s priorities and information needs. They can define the topics, keywords, organisations, spokespeople, and media sources they want tracked, as well as the depth of coverage and level of analyst input required. Users can also tailor the cadence, structure, and format of daily briefings, digest reports, and evaluation outputs.; ; Customisation is achieved through straightforward change requests to the Onclusive service team. Users simply share updated requirements, and the monitoring scope, media lists, reporting frameworks, and delivery schedules are adjusted accordingly. This ensures the service remains aligned to shifting narratives, emerging risks, and stakeholder expectations.; ; Any authorised contact within the organisation can request updates, though communications leads or nominated administrators typically manage ongoing changes. Senior stakeholders can refine reporting emphasis, while operational users can adjust priorities as campaigns, issues, or strategic themes evolve.; ; For more advanced tailoring, Onclusive analysts can apply bespoke categorisation frameworks, prioritisation rules, sentiment adjustments, or industry-specific structures. This allows the Reputation service to be configured to the organisation’s context, ensuring consistently relevant, actionable intelligence.

Scaling

• Independence of resources: Onclusive monitoring is delivered via dedicated monitoring setups for each organisation, with isolated keyword lists, media sources, and analyst workflows. Reports and alerts are tailored and segregated per client. This ensures that ongoing monitoring, analyst activity, or report generation for one user does not impact data quality, availability, or service performance for others.

Analytics

• Service usage metrics: Yes
• Metrics types: Last login session; Last password re-set; Emails a user is subscribed to; Delivery Status
• Reporting types: Reports on request
• Resource tagging: Yes
• 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 once a year
• Penetration testing approach: ‘IT Health Check’ performed by a CREST-approved service provider
• Protecting data at rest: Other
• Other data at rest protection approach: No encryption at rest
• 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 their data at any time through built-in reporting tools or via secure API endpoints. Data can be downloaded in structured formats such as CSV, JSON or PDF. Full data exports are available on request and included within the service.
• Data export formats:
  • CSV
  • Other
• Other data export formats: PDF
• Data import formats: CSV

Data-in-transit protection

• Data protection between buyer and supplier networks:
  • TLS (version 1.2 or above)
  • Other
• Other protection between networks: All data transmitted between the buyer’s network and our service is protected using HTTPS with TLS 1.2 or above. This ensures encryption of all traffic, integrity protection, and defence against interception or tampering. No legacy SSL versions are used, and no direct network connections are required.
• 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: Backups are taken regularly using cloud-native snapshot technologies and stored in encrypted, geographically separate locations. Disaster Recovery (DR) plans are tested annually, covering restoration, failover and validation of RTO/RPO objectives.; ; Both Azure and AWS datacentres are certified to internationally recognised standards (ISO 27001, ISO 22301, SOC 1/2/3), and include physical resilience such as redundant power, cooling, network paths and 24/7 guarded facilities.
• Outage reporting: Email alerts with internal dashboards used not available 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: All user authentication is handled through supported mechanisms: Multi-Factor Authentication (MFA), username and password, and optional identity federation via Azure Active Directory (Entra ID) or other OpenID Connect providers.
• Access restrictions in management interfaces and support channels: Access to management interfaces is restricted using Role-Based Access Control (RBAC), Multi-Factor Authentication (MFA), and identity federation via Azure AD. Administrative functions are only available to authorised users with least-privilege roles. All actions are logged
• Access restriction testing frequency: At least once a year
• Management access authentication:
  • Multi-Factor Authentication (MFA)
  • Identity federation with existing provider (for example Google Apps)
  • Username or password

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: At least 12 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: No
• Security governance approach: We align to ISO27001:2022.; ; We are Cyber Essentials & Cyber Essentials Plus certified
• 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: We use a controlled, ISO 27001-aligned change management process supported by Azure DevOps and AWS CI/CD pipelines. All service components are version-controlled and tracked through their full lifecycle using infrastructure-as-code and configuration repositories. Every change—code, configuration, or infrastructure—is peer-reviewed, security-assessed, and tested in segregated environments before deployment. Security impact assessments are carried out for all changes, with high-risk updates requiring senior approval. Deployment is automated to ensure consistency, with full audit trails maintained. Post-deployment monitoring validates that changes behave as expected without affecting performance or security.
• Vulnerability management type: Supplier-defined controls
• Vulnerability management approach: We operate a continuous vulnerability management process combining automated scanning, threat intelligence, and timely patching. Code dependencies are monitored using Snyk, while Trellix and SentinelOne provide runtime threat detection, malware protection, and behavioural analysis across our environments. Potential threats are assessed using CVSS scores, vendor advisories, NCSC alerts, and cloud-provider security bulletins. Critical vulnerabilities are patched immediately through automated CI/CD pipelines; high and medium-risk updates follow prioritised release cycles. Infrastructure and containers are continuously scanned, and results are tracked through remediation workflows. Threat intelligence feeds from Azure/AWS, MITRE, and industry sources inform rapid response and mitigation.
• 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 vulnerability scans, using our ORCA CSPM tool, dependency scanning - with sync code and end point devices using trellix EDR
• Incident management type: Supplier-defined controls
• 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: Within the trial, a user can have access to the platform and it's full capabilities outlined within the services document across all media types for up to 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
    • Payment of more than the National Minimum Wage or National Living Wage (as appropriate) to the contract workforce
    • 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
    • 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

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.