SOCIALOPTIC LTD

Public consultations and citizen experience

The service empowers organisations to engage
with citizens effectively. We offer end-to-end
service, including building effective forms and
surveys for collecting feedback, together with
advanced analysis and reporting for insight
creation, and enhancing citizen experience and
participation.

Features

• Build and operate public consultations and implement feedback collection.
• Build and operate citizen satisfaction and experience measurement surveys.
• Sets the standards for engagement targets and expectations
• Define metrics to measure citizen satisfaction (C-SAT, NPS, CES)
• Define strategy to survey citizen satisfaction (business rules, journeys, touchpoints)
• Provide tools to survey satisfaction in citizens
• Optimise response rate to surveys
• Implement analytics and segment data

Benefits

• Measuring satisfaction and impacts of change in a robust way.
• Clear understanding of citizen satisfaction across the user base
• Understanding of the “broken” journeys and touchpoints that generate dissatisfaction
• Identify moments that matter for citizens, to identify service improvements
• Priorities for improvements to citizen experience

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

Framework

G-Cloud 15

Service ID

104729971557307

Contact

Caalie Ellis
0203 393 6591
sales@socialoptic.com

About your service

• Service categories:

  Cloud Support Services

  Ongoing Support

  • Product support capabilities
  • Logging and management of incidents
  • Reporting and proactive results analysis
  • End user training coordination
  • Other

Service scope

• Service constraints: The administration interface requires a modern, currently supported browser. For large data transfers a high bandwidth broadband connection; is recommended.

User support

• Email or online ticketing support: Yes
• Support response times: Within 4hrs of receipt within office 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: 9 to 5 (UK time), Monday to Friday
• Web chat support accessibility standard: WCAG 2.2 AA
• Web chat accessibility testing: Tested using validation tools and manual testing.
• Support levels: SocialOptic prides itself on providing friendly and; effective customer service and support. Standard; support hours are from 8am to 6pm Monday to; Friday, excluding bank and public holidays. The; service is available and monitored on a 24x7; basis, via the SocialOptic service assurance; infrastructure, and support requests can be; raised electronically 24x7. The support service; includes telephone, email, web-based and in-app; support for all issues and queries. Calls are; handled by our highly skilled staff, and call; severity will be categorised under the following; three levels: Severity 1 – Complete loss of; service affecting multiple users. Response time <; 30 minutes. Severity 2 – Partial loss of service; affecting a minority of users. Response time < 60; minutes. Severity 3 – Issue affecting and; individual user. Response time < 4 hours. We; provide a named support contact for each; account, so that there is someone familiar with; the particular use case, and able to answer; questions within the organisational context.
• AI chatbot: No

Resellers

• Supplier type: Not a reseller

Staff security

• Staff security clearance: Conforms to BS7858:2019
• Government security clearance: Baseline Personnel Security Standard (BPSS)

Pricing

• Discount for educational organisations: Yes

Data roles

Data analyst

Role level	UK Rate	Offshore Rate
Data analyst	£800.00
Senior data analyst	£1,400.00

IT operations roles

Application operations engineer

Role level	UK Rate	Offshore Rate
Application operations engineer	£800.00
Senior application operations engineer	£1,400.00

Product and delivery roles

Business analyst

Role level	UK Rate	Offshore Rate
Business analyst	£800.00
Senior business analyst	£1,400.00

Delivery manager

Role level	UK Rate	Offshore Rate
Delivery manager	£800.00
Senior delivery manager	£1,400.00

Non-mandatory Standards and certifications

• ISO/IEC 27001 certification: Yes
• Who accredited the ISO/IEC 27001: UKAS
• ISO/IEC 27001 accreditation date: Thursday 11 September 2025
• What the ISO/IEC 27001 doesn’t cover: Nothing - Whole Organisation accreditation
• ISO 28000:2022 certification: No
• ISO 9001 certification: Yes
• Who accredited the ISO 9001 certification: UKAS
• ISO 9001 accreditation date: Thursday 11 September 2025
• What the ISO 9001 doesn’t cover: Nothing - Whole Organisation accreditation
• Quality management systems (QMS): Yes
• CSA STAR certification: No
• PCI certification: No
• Cyber essentials: Yes
• Please provide your Cyber Essentials Certificate Number: 0607c008-3452-44a7-9cdd-ebdcd62cdde5
• Cyber essentials plus: Yes
• Please provide your Cyber Essentials Plus Certificate Number: A12a7e37-91c8-40b0-931c-2744cad6b901
• Other security certifications: Yes
• Any other security certifications:
  • NHS Data Guardian
  • IASME Cyber Assurance

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

    • 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
    • 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
    • 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 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

  • 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

    • Understanding of the types of businesses in the market and the level of participation by new businesses, entrepreneurs, start-ups, SMEs, VCSEs and mutuals
    • Activities that demonstrate a collaborative way to work with a diverse range of businesses as part of the supply chain
    • Ensuring accessibility to contracting and subcontracting opportunities for disabled business owners and employees
    • Methods for engaging with different parts of the community (including the education system and charities representing the community) and how communities come together to inform decisions, strategy and projects to leave a positive legacy for future generations
    • Collaborating with anchor institutions and community groups to make facilities available for education, training or community events

  • 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 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
    • 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

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