NEWFOUND LTD

Population Engage

Population Engage is a digital engagement and data collection service that improves survey participation among hard-to-reach populations. It uses multi-channel outreach, voice and conversational interfaces, behavioural design, and analytics to increase response rates, improve data quality, and help public sector organisations build trusted, ongoing relationships with underrepresented communities.

Features

• Multi-channel outreach via SMS, email, voice, web, and messaging platforms.
• Conversational voice and chat interfaces guiding respondents through adaptive surveys.
• Behavioural nudging techniques increase completion rates and reduce respondent drop-off.
• Real-time dashboards track engagement metrics, response rates, and cohort performance.
• Adaptive question routing personalises surveys based on participant context responses.
• Secure data collection with encryption, role-based access, and audit logging.
• Automated reminders and scheduling optimise timing across diverse participant availability.
• API integrations with survey tools, data platforms, and case systems.
• Accessibility-first design supports low literacy, multiple languages, and assistive technologies.
• Insight generation summarises qualitative responses using AI-assisted thematic analysis tools.

Benefits

• Increases survey response rates across hard-to-reach populations significantly and consistently.
• Reduces manual follow-up effort through automated outreach scheduling and reminders.
• Improves data quality using adaptive questioning and real-time validation checks.
• Enables faster insight generation with real-time dashboards and automated summaries.
• Expands participation by supporting multilingual, low-literacy, and accessible interaction channels.
• Builds trust through respectful, consistent, personalised conversational user experiences.
• Simplifies compliance through built-in audit trails, permissions, and data controls.
• Accelerates decisions using timely engagement metrics and performance indicators dashboards.
• Reduces digital exclusion using voice-first, mobile-friendly, low-bandwidth participation options.
• Saves operational costs by automating outreach, triage, analysis workflows significantly.

• Education pricing 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 philip@newfoundgroup.co.uk. Tell them what format you need. It will help if you say what assistive technology you use.

Framework

G-Cloud 15

Service ID

809239117893732

Contact

Philip Mundy
07980893602
philip@newfoundgroup.co.uk

About your service

• Service categories:

  Application Development and Deployment

  AI platforms

  AI software services

  • Conversational AI Software Services
• Multi cloud support: Yes

Service scope

• Software add-on or extension: No
• Cloud deployment model: Public cloud
• Service constraints: The service is delivered as a cloud-based application and requires internet access.; ; Standard deployments are hosted in the supplier’s cloud environment; alternative hosting is by agreement.; ; Planned maintenance may occasionally require short periods of service unavailability, communicated in advance.; ; Support is provided during UK business hours (09:00–17:30, Monday–Friday) unless otherwise agreed.; ; Effective use of the service depends on timely access to relevant users, data, and stakeholders.
• System requirements:
  • Modern web browser required, including Chrome, Edge, Firefox, or Safari.
  • Reliable internet connection required for secure access and real-time interactions.
  • No local software installation required; service accessed entirely through browser.
  • Buyer devices must support standard TLS encryption for secure communications.
  • Mobile network access required when using SMS or voice channels.
  • API access optional for integrations using documented REST endpoints secure.
  • Data export requires spreadsheet-compatible software such as Excel or equivalents.
  • Buyers must provide authorised user accounts for administrative platform access.
  • Standard organisational security controls sufficient; no specialised antivirus requirements imposed.

User support

• Email or online ticketing support: Yes
• Support response times: Response times; ; Support is available via email and ticketing during UK business hours (09:00–17:30, Monday–Friday).; ; Initial response to support queries is typically within one working day.; ; Critical issues affecting service availability are prioritised and responded to as soon as possible.; ; Weekend and bank holiday support is not standard but can be agreed where required.
• 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: No
• Onsite support: Yes, at extra cost
• Support levels: Support levels; ; We provide structured, proportionate support designed to meet the needs of public sector buyers while remaining flexible.; ; Standard support (included); ; Standard support is provided to all buyers as part of the service.; ; This includes:; ; Email and ticketing support for queries, issues, and requests; ; Support available during UK business hours (09:00–17:30, Monday–Friday); ; Typical initial response within one working day; ; Assistance with onboarding, configuration, and effective use of the service; ; Access to user guidance and documentation; ; Issue prioritisation based on impact and urgency; ; Standard support is suitable for the majority of deployments and ensures buyers receive responsive, practical assistance without additional cost.; ; Cost:; Included within the agreed service pricing.; ; Enhanced support (optional); ; Where buyers require higher levels of responsiveness or additional engagement, enhanced support can be agreed.; ; This may include:; ; Faster response targets; ; Regular service review meetings; ; Proactive monitoring of engagement and usage metrics; ; Additional onboarding or training sessions; ; Greater availability during critical delivery periods; ; Cost:; Enhanced support is priced on a case-by-case basis depending on scope and required responsiveness, and is agreed in advance within the contract or Statement of Work.; ; Technical account management; ; Each buyer is provided with a named service lead who acts as the primary contact.
• Support available to third parties: Yes

Onboarding and offboarding

• Getting started: Each buyer is provided with a named point of contact who supports initial setup, configuration, and planning. We work with the buyer to understand objectives, audiences, and success measures, and help configure channels, question flows, messaging, and reporting to meet those needs.; ; We provide online onboarding sessions and training for administrative users, delivered via video conferencing. These sessions cover core platform use, good practice for engagement, data handling, and interpretation of dashboards and reports. Additional training sessions can be provided where required.; ; User documentation and guidance materials are provided digitally and include step-by-step instructions, configuration guidance, and troubleshooting advice. These are updated as the service evolves.; ; Onsite onboarding, workshops, or training sessions can be provided by agreement and are charged separately where travel is required.; ; During early use of the service, we provide additional support to help buyers refine configuration, interpret early results, and embed the service into their operational processes. This helps teams adopt the service confidently and achieve value quickly.
• Service documentation: Yes
• Documentation formats:
  • HTML
  • PDF
• End-of-contract data extraction: Users can extract their data at any time, including at the end of the contract, using built-in export functionality and/or via the service API.; ; Data can be exported in commonly used formats such as CSV, JSON, and spreadsheet-compatible files. Where required, we will support structured exports to meet buyer needs, including extracts suitable for transfer into data warehouses or analytics platforms.; ; Upon contract termination, buyers are given a reasonable period to complete data export. We provide guidance on the export process and can offer additional support by agreement for larger or more complex data extractions.; ; After confirmation that data has been successfully exported, buyer data is securely deleted from the service in line with agreed data retention and data protection obligations.
• End-of-contract process: At the end of the contract, we follow a structured offboarding process to ensure continuity and data protection.; ; What happens at contract end; ; We confirm the contract end date and agree a short transition period.; Buyers can export all data using built-in export tools and/or the API.; We provide guidance on the export process and answer reasonable questions.; User access is removed after the agreed end date.; Buyer data is securely deleted from the service in line with data protection obligations and agreed retention periods.; We confirm deletion in writing if requested.; ; What is included in the contract price; ; Continued access to the service until the end date; Standard data export using self-service tools and formats (for example CSV, JSON); Reasonable support by email for questions about export and offboarding; Secure deletion of buyer data after exit; ; What may incur additional cost; ; Bespoke or complex data extracts outside standard formats; Large-scale data migration support or transformation work; Extended access beyond the agreed contract end date; Onsite exit workshops or additional documentation by request
• Documentation accessibility standard: WCAG 2.2 AA

Using the service

• Web browser interface: Yes
• Supported browsers:
  • Microsoft Edge
  • Firefox
  • Chrome
  • Safari
• Application to install: No
• Designed for use on mobile devices: Yes
• Differences between the mobile and desktop service: The service is designed using responsive design principles and works across mobile, tablet, and desktop devices. Core functionality is consistent across platforms. On mobile devices, the interface is simplified for smaller screens and touch interaction, with optimised layouts for quick completion of surveys and conversations. Desktop interfaces provide additional screen space for administrative functions such as configuration, monitoring dashboards, analytics, and reporting. Mobile users typically experience shorter, streamlined interaction flows, while desktop users have access to more advanced management features.
• Service interface: Yes
• User support accessibility: WCAG 2.2 AA
• Description of service interface: Yes. The service provides a secure web-based interface for administrative users to configure engagement activities, manage users, view dashboards, and access reporting. Participants interact with the service through web, mobile, and conversational interfaces depending on the configured channels.
• Accessibility standards: WCAG 2.2 AA
• Accessibility testing: We have tested interface designs using recognised accessibility guidance and inclusive design principles, including keyboard navigation, screen reader compatibility checks, colour contrast review, and plain language review.; ; Where we have undertaken user testing, this has included participants with varying digital confidence and accessibility needs (for example low literacy and mobile-only users). Formal usability testing programmes with specialist assistive technology users are planned as the service is further scaled and deployed with buyers.
• API: Yes
• What users can and can't do using the API: Yes. The service provides a secure, documented REST API to support integration with external systems. This includes enabling data exchange with survey platforms, data warehouses, analytics tools, and operational systems. API access is controlled using authentication and role-based permissions.
• API documentation: Yes
• API documentation formats:
  • Open API (also known as Swagger)
  • HTML
• API sandbox or test environment: Yes
• Customisation available: Yes
• Description of customisation: Yes. Buyers can customise the service to meet their needs. This includes configuring engagement channels, question flows, messaging content, timing of outreach, user roles, dashboards, and reporting. Customisation is primarily configuration-based and does not require code changes. Where deeper tailoring is required, this can be agreed as part of onboarding or delivery.

Scaling

• Independence of resources: The service is hosted on scalable cloud infrastructure designed to manage variable demand across users. Capacity is monitored continuously and scaled automatically to maintain performance as usage changes. Core components are logically separated between tenants to prevent one buyer’s activity impacting another’s access. Usage limits and safeguards are in place to prevent misuse or excessive load from any single user. Performance and availability are monitored, and issues are addressed promptly. This approach ensures consistent service levels and protects buyers from being affected by the activity or demand generated by other users of the service.

Analytics

• Service usage metrics: Yes
• Metrics types: The service provides usage and performance metrics to help buyers monitor effectiveness and outcomes. Metrics include engagement volumes, response rates, completion rates, drop-off points, channel performance (for example SMS, voice, web), time-to-complete, and trends over time. Dashboards also show cohort-level insights, such as participation by demographic group where appropriate and permitted. Administrative users can monitor campaign activity, user access, and system usage. These metrics help teams understand what is working, identify where engagement can be improved, and support evidence-based decision making.
• Reporting types:
  • Real-time dashboards
  • Reports on request
• Resource tagging: No
• FOCUS resource tagging: No

Resellers

• Supplier type: Not a reseller

Staff security

• Staff security clearance: Conforms to BS7858:2019
• Government security clearance: Security Clearance (SC)

Asset protection

• Knowledge of data storage and processing locations: Yes
• Data storage and processing locations:
  • United Kingdom
  • European Economic Area (EEA)
• User control over data storage and processing locations: Yes
• Datacentre security standards: Managed by a third party
• Penetration testing frequency: At least once a year
• Penetration testing approach: Another external penetration testing organisation
• Protecting data at rest: Encryption of all physical media
• Data sanitisation process: Yes
• Equipment disposal approach: A third-party destruction service
• Data sanitisation type:
  • Deleted data can’t be directly accessed / Cryptographic Erasure
  • Data Erasure

Data importing and exporting

• Data export approach: Users can export their data through built-in self-service export tools within the platform and via the service API.; ; Administrative users can download data in common, open formats such as CSV and JSON for use in spreadsheets, data warehouses, or analytics tools. Exports can be filtered by date range, dataset, or engagement activity to support practical reuse.; ; For larger or more complex exports, structured data extracts can be provided on request, and we offer guidance to help users complete exports successfully.
• Data export formats:
  • CSV
  • Other
• Other data export formats: JSON
• Data import formats:
  • CSV
  • Other
• Other data import formats: JSON

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: We aim to provide high availability for Population Engage and target 99.5% service availability per calendar month, excluding planned maintenance. Planned maintenance is communicated in advance wherever reasonably practicable.; ; Availability is measured at the application service layer and reflects whether authorised users can access the service over the internet.; ; If availability falls below the stated target in a given month, buyers may request a service credit, applied to the following invoice, calculated proportionately to the duration and impact of the unavailability. Service credits are the buyer’s sole financial remedy for failure to meet the availability target.; ; Availability does not include outages caused by factors outside our reasonable control, including buyer network issues, internet connectivity issues, or third-party service failures beyond our infrastructure providers.
• Approach to resilience: Population Engage is designed with resilience in mind to reduce the likelihood and impact of service disruption.; ; The service is hosted on established public cloud infrastructure providers that operate resilient, professionally managed datacentres with redundancy across power, cooling, physical security and connectivity. Infrastructure components are deployed across multiple availability zones within a region to reduce the risk of single points of failure.; ; The application is designed to support fault tolerance through use of managed cloud services, automated backups, and monitoring of key components. We actively monitor service health and receive alerts for abnormal behaviour or availability issues.; ; Regular backups are taken and tested to support recovery in the event of data loss or corruption. Configuration and deployment processes are designed to support rapid restoration where required.; ; Further detail on hosting architecture and resilience controls can be provided to buyers on request where appropriate.
• Outage reporting: Outages and service issues are communicated directly to affected buyers.; ; Where an outage is identified, we notify buyer contacts via email with details of the issue, expected impact, and progress updates. Follow-up communication is provided once the issue is resolved.; ; At present, we do not operate a public status dashboard or outage reporting API. However, buyers can contact the support channel at any time during an incident to receive updates.; ; As the service scales, we plan to introduce more formal status reporting mechanisms, such as a public status page, where this would provide additional value to buyers.

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
• Access restrictions in management interfaces and support channels: Access to management interfaces is restricted to authorised users with individual accounts and role-based permissions. Users only see functions and data appropriate to their role. Administrative actions are logged for accountability. Multi-factor authentication is supported for privileged accounts to reduce risk of unauthorised access. Support channels (email and ticketing) are restricted to registered buyer contacts, and sensitive information is only shared after identity has been confirmed. Access is reviewed periodically and removed promptly when users leave the buyer organisation or no longer require access.
• Access restriction testing frequency: Less than once a year
• Management access authentication:
  • Multi-Factor Authentication (MFA)
  • Username or password

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 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: At least 12 months

Security governance

• Named board-level person responsible for service security: Yes
• Security governance certified: No
• Security governance approach: Ur security governance and development practices are designed to align with the principles set out in the Software Security Code of Practice, including access control, secure development, logging, incident management, and vulnerability management. We do not currently hold formal third-party certification for security governance, but we review and improve our practices as the service matures.
• Information security policies and processes: Newfound Ltd maintains defined information security policies and operational processes proportionate to the service and risk profile. These cover access control, data protection, incident management, vulnerability management, acceptable use, and secure development practices.; ; Responsibility for information security sits with senior leadership, with day-to-day oversight delegated to nominated service leads. Security considerations form part of design, change, and operational decisions.; ; Policies are communicated to staff during onboarding and reinforced through regular reminders and practical guidance. Access to systems is granted on a least-privilege basis and reviewed when roles change. Compliance is supported through logging, monitoring, and review of incidents and changes. Policies and practices are reviewed periodically and updated as the service evolves.
• Software Security Code of Practice: Yes

Operational security

• Configuration and change management standard: Supplier-defined controls
• Configuration and change management approach: We use defined configuration and change management processes to maintain service stability and security. Service components and code are tracked using version control, with documented histories and ownership. Infrastructure and configuration are managed through controlled environments (for example development, test, and production). Changes are reviewed before deployment and tested where appropriate. Security impact is considered during change assessment, including potential effects on data protection, access controls, and system behaviour. Higher-risk changes are prioritised for additional review and validation. Releases are planned to minimise disruption and can be rolled back if issues arise.
• Vulnerability management type: Supplier-defined controls
• Vulnerability management approach: We assess potential threats through ongoing review of our architecture, code, and dependencies, considering risk to confidentiality, integrity, and availability. We monitor for vulnerabilities using automated dependency alerts and periodic manual review. Security impact is considered as part of change management. Patches for critical issues are prioritised and deployed as soon as practicable, typically within days, with lower-risk updates scheduled into regular release cycles. We stay informed through vendor security advisories, cloud provider notifications, industry guidance (such as OWASP), and reputable security mailing lists and bulletins.
• Protective monitoring type: Supplier-defined controls
• Protective monitoring approach: We use defined monitoring controls to identify potential compromise, including review of system logs, authentication events, unusual activity patterns, and service performance alerts. Automated alerts highlight abnormal behaviour or potential security issues for investigation. When a potential compromise is identified, access can be restricted, affected components isolated, and remediation actions prioritised. Incidents are assessed promptly, with critical issues investigated immediately and initial response typically within hours during business hours. Lessons learned are reviewed to improve controls and reduce future risk.
• Incident management type: Supplier-defined controls
• Incident management approach: We operate defined incident management processes proportionate to the service. Common incident types (for example availability issues, security concerns, or data handling risks) have pre-defined response steps and escalation routes. Users can report incidents via email or the support ticketing channel. Incidents are logged, assessed by impact and urgency, and managed through to resolution. For significant incidents, we provide affected buyers with timely updates and a short incident report describing the issue, actions taken, and any lessons learned. Processes are reviewed periodically to support continuous improvement.
• Post-quantum cryptography secure: No

Secure development

• Approach to secure software development best practice: Supplier-defined process

Public sector networks

• Connection to public sector networks: No

Pricing

• Discount for educational organisations: Yes
• Free trial available: No

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

• Less than £250,000: 0%
• Between £250,000 and £500,000: 2%
• Between £500,001 and £1,000,000: 5%
• Between £1,000,001 and £2,500,000: 8%
• Between £2,500,001 and £5,000,000: 12%
• Over £5,000,001: 15%

Non-mandatory Standards and certifications

• ISO/IEC 27001 certification: No
• ISO 28000:2022 certification: No
• ISO 9001 certification: No
• Quality management systems (QMS): Yes
• CSA STAR certification: No
• PCI certification: No
• Cyber essentials: No
• Cyber Essentials Alternative: In relation to the services you do not have a current and valid Cyber Essentials certificate which has been awarded by one of the government approved Cyber Essentials accreditation bodies but you are working towards gaining it, and will be in a position to confirm that you have been awarded a current and valid Cyber Essentials certificate by one of the government approved accreditation bodies within 12 months of the date of award.
• Cyber essentials plus: No
• Cyber Essentials Alternative: In relation to the services you do not have a current and valid Cyber Essentials Plus certificate which has been awarded by one of the government approved Cyber Essentials accreditation bodies but you are working towards gaining it, and will be in a position to confirm that you have been awarded a current and valid Cyber Essentials Plus certificate by one of the government approved accreditation bodies within 12 months of the date of award.
• 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
    • Monitoring and reporting of gender and ethnicity pay gaps and plans to address them where necessary
    • 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

  • 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

  • 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
    • Working conditions which promote an inclusive working environment and promote retention and progression

  • 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
    • Understanding of the underlying factors affecting improvements to reduce barriers to entry and training schemes for the target cohort(s) related to the contract workforce
    • Understanding of issues relating to entering the contract workforce

  • 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 philip@newfoundgroup.co.uk. Tell them what format you need. It will help if you say what assistive technology you use.