PretaGov

PretaQA Information Access and Engagement Tool

PretaQA helps users find accurate information from published website and intranet content, including complex documents, structured tables, and exported reports such as PDFs and Power BI outputs. It provides source-linked answers drawn only from approved content, supporting accessibility, accuracy, and public trust.

Features

• Helps users find information on websites
• Answers questions from published content
• Support for structured tables
• Answer extraction from long documents
• Use with exported reports, including PDF and Power BI exports
• Source-linked answers for verification
• Integration with existing websites
• Website and intranet integration
• Accessibility-focused answer delivery
• Selectable approved content sources

Benefits

• Faster access to complex information
• Reduced time spent searching content
• Easier access to policies and guidance
• Improved public accessibility
• Clear answers from tables and reports
• Increased user trust in content
• Reduced support and enquiry volumes
• Clear accountability for published information
• Lower support and contact-centre costs
• Exit cleanly if outcomes are not achieved

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

Framework

G-Cloud 15

Service ID

116322265580399

Contact

Virginia Choy
07985731861
contact@pretagov.com

About the service

• Service categories:
  • Applications
    • Content workflow and management
      • Content services
        • Enterprise Content Management Applications
        • Content Sharing and Collaboration Applications
      • Document
        • Document
      • Persuasive content management
        • Website Software
• Multi cloud support: Yes

Service scope

• Software add-on or extension: No
• Cloud deployment model:
  • Public cloud
  • Private cloud
  • Hybrid cloud
• Service constraints: The service is cloud-agnostic and does not require specific hardware. Planned maintenance is scheduled in advance and designed to minimise service disruption. Some features and integrations depend on the customer’s existing platforms, identity systems, and hosting environment.
• System requirements:
  • Modern web browser for user access
  • Standard cloud or private hosting environment
  • Internet connectivity for users and administrators
  • Integration with existing authentication or identity systems
  • HTTPS and standard network security controls
  • API access for system integrations
  • Database service for content storage
  • Server environment supporting containerised or managed services
  • Backup and monitoring services
  • Role-based access control configuration

User support

• Email or online ticketing support: Yes
• Support response times: Priority 1: Response within 1 hour during business hours.; Out-of-hours Priority 1 support is available as an optional add-on service.; ; Priority 2: Response within 4 business hours, during standard business hours only.; ; Priority 3: Response within 7 business hours, during standard business hours only.; ; Support is provided during standard business hours, excluding weekends and public holidays, unless otherwise agreed.
• User can manage status and priority of support tickets: No
• Phone support: No
• Web chat support: No
• Onsite support: No
• Support levels: Standard support (included); ; Included with the PretaGov SaaS subscription.; ; Help desk support for troubleshooting, defects, and operational issues; ; Issue submission via email or phone; ; Support during standard business hours; ; 24×7 system monitoring for outages with incident alerting; ; Software updates and upgrades to the PretaForm platform; ; Advice on configuration changes and custom development options; ; Cost: Included in the PretaForm SaaS fee; Named support contact: Access to cloud support engineers as required; ; Maintenance service (included); ; Included with the PretaGov SaaS subscription.; ; Ongoing platform health checks; ; Performance tuning and optimisation; ; Security updates and patching; ; Preventative maintenance and operational reviews; ; Cost: Included in the PretaGov SaaS fee; ; Enhanced support (optional upgrade); ; Available as an additional service.; ; Priority 1 support outside standard business hours; ; 24×7 incident response for critical issues; ; Cost: Priced separately based on service level and coverage; Named support contact: Dedicated technical contact available if required; ; Technical account management; ; A technical account manager or dedicated cloud support engineer can be provided for larger or more complex deployments as an optional add-on service.
• Support available to third parties: Yes

Onboarding and offboarding

• Getting started: We support users through structured onboarding and training to ensure effective use of the service.; ; Guided onboarding led by a project manager and lead developer familiar with the implementation; ; Training sessions delivered remotely or onsite, typically lasting half a day to one day depending on scope; ; Clear, concise user documentation provided for ongoing reference; ; “Train the trainer” approach, typically training up to six users per session; ; Larger groups supported through multiple sessions to maintain effective learning; ; This approach helps users become confident and self-sufficient quickly.
• Service documentation: Yes
• Documentation formats: HTML
• Documentation accessibility standard: WCAG 2.2 AA
• End-of-contract data extraction: End-of-contract data extraction; All content can be exported in standard, non-proprietary formats (such as JSON) on request. Data can be extracted directly from the database or accessed via APIs to support migration to another platform.
• End-of-contract process: End-of-contract process; The Software as a Service includes access to the platform, fully managed hosting aligned with government security standards, and support and maintenance up to the contract end date.; ; There are no termination fees. Contracts can be ended with one month’s notice. At the end of the notice period, service access is withdrawn and hosting and support cease. Content can be exported on request prior to termination. Any optional professional services are charged separately.

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: The service is designed using responsive web standards and works across modern mobile and desktop browsers. Core functionality is consistent across devices, with layouts adapted for smaller screens. Some advanced administrative and content-editing functions are optimised for desktop use.
• Service interface: Yes
• Description of service interface: The service provides a web-based user interface for content management and access, alongside APIs for integration with other systems.
• Accessibility standards: WCAG 2.2 AA
• Accessibility testing: Interfaces are designed with accessibility in mind and tested using keyboard-only navigation, screen reader tools, and browser accessibility checks. Accessibility issues identified during testing are addressed during development and refinement.
• User support accessibility: WCAG 2.2 AA
• API: Yes
• What users can and can't do using the API: What users can and can’t do using the API; ; The service provides APIs that allow organisations to integrate, manage, and deliver content securely.; ; What users can do; ; Set up content structures and integrations programmatically; ; Create, update, publish, and retrieve content through the API; ; Access content for websites, portals, and other systems; ; Integrate with existing authentication and identity systems; ; Automate publishing and content delivery processes; ; What users can’t do; ; Bypass security, permissions, or approval workflows; ; Access content or functions they are not authorised to use; ; Change core system security or governance rules via the API; ; API limitations; ; Some system and administrative configuration is completed through the management interface rather than the API; ; Advanced or non-standard requirements may require configuration or custom development
• API documentation: Yes
• API documentation formats: HTML
• API sandbox or test environment: Yes
• Customisation available: Yes
• Description of customisation: What can be customised; ; User accounts and role-based permissions; ; Publication workflows and approval steps; ; Page layouts and content presentation; ; Navigation structure and menu configuration; ; How users can customise; ; Using the service’s administrative interface; ; Through role-based configuration options; ; Who can customise; ; Authorised administrators with appropriate permissions; ; Designated content managers, where permitted; ; Customisation is limited to supported configuration options to ensure security, stability, and consistency of the service.

Scaling

• Independence of resources: Each customer is deployed in a dedicated hosting environment with no shared application or data resources between customers. This ensures that demand from one customer cannot affect the performance of another.; ; Usage and performance are actively monitored, and capacity is scaled within the dedicated environment as required to maintain consistent performance. Regular maintenance and optimisation activities are carried out to ensure continued service quality.

Analytics

• Service usage metrics: Yes
• Metrics types: The service provides usage and engagement metrics to help organisations understand how content and services are used.; ; Metrics include:; ; Page views, sessions, and user journeys; ; Interaction and completion rates for forms and workflows; ; Funnel analysis to identify drop-off points in multi-step processes; ; Device and channel usage; ; Error and performance indicators; ; Metrics are available through integrated analytics platforms such as Google Analytics or Matomo, depending on customer preference.
• Reporting types:
  • Real-time dashboards
  • Regular reports
  • Reports on request
• Resource tagging: Yes
• FOCUS resource tagging: No

Supplier type

• Supplier type: Not a reseller

Staff security

• Staff security clearance: Other security clearance
• Government security clearance: Baseline Personnel Security Standard (BPSS)

Asset protection

• Knowledge of data storage and processing locations: Yes
• Data storage and processing locations: United Kingdom
• 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: ‘IT Health Check’ performed by a CREST-approved service provider
• Protecting data at rest:
  • Physical access control, complying with another standard
  • Encryption of all physical media
  • Other
• Other data at rest protection approach: Data at rest is protected using encryption provided by the underlying cloud infrastructure. Physical access to storage media is managed by third-party cloud providers in secure data centres, in line with their published security standards. At the application level, access controls and role-based permissions restrict data access to authorised users only.
• Data sanitisation process: Yes
• Data sanitisation type:
  • Deleted data can’t be directly accessed / Cryptographic Erasure
  • Data Erasure
• Equipment disposal approach: A third-party destruction service

Data importing and exporting

• Data export approach: Users can export their data via the service APIs for integration with backend systems, or request a full data export. Exports are provided in open, non-proprietary formats to support migration and reuse.
• Data export formats:
  • CSV
  • Other
• Other data export formats:
  • Jason
  • Other open formats can be generated on request
• Data import formats:
  • CSV
  • Other
• Other data import formats: Other formats can be scripted on request

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 guarantee 99.9% service availability per calendar month, excluding planned maintenance notified in advance. Availability is measured at the application level.; ; If availability falls below the guaranteed level, service credits are applied based on the duration of the outage relative to the monthly availability target. Credits are calculated proportionally to the service downtime and applied against future invoices.Planned maintenance is scheduled outside peak usage periods where possible and communicated in advance.
• Approach to resilience: The service is designed for resilience through dedicated customer environments, continuous monitoring, and elastic scaling. Each customer is deployed in an isolated environment to prevent cross-tenant impact.; ; The platform runs on managed cloud infrastructure provided by third-party cloud providers with built-in redundancy, resilient networking, and infrastructure-level fault tolerance. Deployments are configured with multiple service instances and automated recovery to maintain availability if individual components fail.; ; Data is stored on replicated, encrypted storage with regular backups. Service health is continuously monitored, with automated alerting and operational response. Capacity can be adjusted within the hosting environment to handle changes in demand.; ; Further details of the underlying infrastructure resilience are available on request.
• Outage reporting: Service outages and significant incidents are communicated to nominated customer contacts by email. Notifications include incident status, progress updates, and resolution confirmation.; ; Where appropriate, post-incident summaries are provided. Additional status reporting mechanisms can be agreed if required.

Identity and authentication

• User authentication needed: Yes
• User authentication:
  • 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 internal staff using role-based permissions. Customers do not have backend administrative access. Support requests are accepted only from nominated customer contacts via email and are actioned within defined processes.
• Access restriction testing frequency: At least once a year
• Management access authentication:
  • Multi-Factor Authentication (MFA)
  • 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: 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
• Software Security Code of Practice: Yes
• Security governance certified: No
• Security governance approach: Security governance is risk-based and proportionate. Responsibilities are defined for access control, secure development, patching, monitoring, and incident response. Independent penetration testing is performed annually. Infrastructure security is managed by cloud providers, with application-level security controls managed by us.
• Information security policies and processes: Information security is governed through documented policies covering access control, secure development, incident management, data protection, and supplier management. Responsibility for information security is assigned at senior management level, with operational controls implemented by the delivery team.; ; Policies are applied through role-based access, least-privilege principles, change control, patching, monitoring, and incident response procedures. Compliance is maintained through regular operational review, vulnerability management, and independent penetration testing. Where infrastructure is provided by cloud suppliers, physical security controls are managed under their governance frameworks.

Operational security

• Configuration and change management standard: Supplier-defined controls
• Configuration and change management approach: Service components are tracked through their lifecycle using version control, environment separation, and documented configuration settings. Changes are planned, reviewed, tested, and deployed through controlled release processes.; ; All changes are assessed for potential security and operational impact before deployment. Security-relevant changes are reviewed to ensure access controls, data protection, and service availability are not adversely affected. Rollback procedures are in place to restore service if issues are identified.
• Vulnerability management type: Supplier-defined controls
• Vulnerability management approach: Potential threats are assessed through a combination of security monitoring, review of platform and dependency updates, and independent penetration testing. Risks are prioritised based on severity, exploitability, and potential impact to the service.; ; Security patches are deployed according to risk. Critical security updates are applied as soon as practicable following testing, with lower-risk updates applied as part of regular maintenance cycles.; ; Information about potential threats is obtained from cloud provider security advisories, open-source project security notices, vulnerability databases, and results from independent security testing.
• Protective monitoring type: Supplier-defined controls
• Protective monitoring approach: Protective monitoring focuses on service availability, performance, and operational health. Automated monitoring and logging are used to detect service outages, errors, or abnormal system behaviour.; ; When an issue is identified, it is investigated and addressed to restore normal service operation. For serious incidents, access can be restricted and affected components isolated if required.; ; Incidents are responded to during business hours, with Priority 1 incidents addressed as soon as practicable. Out-of-hours response for critical incidents is available as an optional support service.
• Incident management type: Supplier-defined controls
• Post-quantum cryptography secure: No
• Incident management approach: Incident management is handled through supplier-defined processes. Common operational events such as service outages, performance degradation, and configuration issues follow pre-defined response and escalation steps to restore service as quickly as possible.; ; Users report incidents through the service desk by email. Incidents are logged, prioritised based on severity, and tracked through to resolution.; ; For significant incidents, affected users are informed of progress and resolution. Incident summaries can be provided on request, outlining the issue, impact, and corrective actions taken.

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: 3%
• Between £500,001 and £1,000,000: 5%
• Between £1,000,001 and £2,500,000: 7%
• Between £2,500,001 and £5,000,000: 10%
• Over £5,000,001: 12%

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: Yes
• Cyber Essentials Certificate Number: 54615493-2c4a-4d76-9cd1-1c5c373a7645
• Cyber essentials plus: No
• Cyber Essentials Alternative: None of the criteria
• Other security certifications: No

Social value

• 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
  • 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 report and address bullying and harassment
  • Activities to cascade good practice on fair working conditions throughout the supply chain
  • 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
  • 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
  • Understanding of the modern slavery risks and issues affecting the market, industry, sector or country (of origin or of source) relevant to the contract, and the workforce in the supplier’s own organisation and those of its key subcontractors
  • Measures to identify, mitigate and manage modern slavery risks relating to the contract and how these will be implemented
  • Outline policies and practices to be applied to or put in place for the contract to mitigate and manage modern slavery risks, including: Pre-employment checks, recruitment practices. Workplace conditions, safeguarding plans and processes in place and regular monitoring with relevant groups considered, which may include sampling
  • How to ensure business decisions re: price/cost, short lead times, payment timescales do not create modern slavery risks in the supply chain

  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

  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 to identify opportunities to open up sub-contracts under the prime contract to a diverse range of businesses, including 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
  • Structuring of the supply chain selection process to ensure fairness (e.g. anti-corruption) and encourages participation by a diverse range of businesses, including with regard to new businesses, entrepreneurs, start-ups, SMEs, VCSEs and mutual
  • Measures to involve local stakeholders and/or users in design (e.g. in the design of services, systems, products or buildings)
• 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
  • 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
  • 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

  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

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