SmartSurvey Limited

SmartSurvey Employee Experience Surveys for Government

Our Employee Experience Surveys designed for government agencies help in understanding the unique needs and challenges of public sector employees. This platform supports governmental bodies in enhancing workplace conditions and employee satisfaction, leading to more effective public service delivery.

Features

• UK Employee Experience surveys, powerful, secure, and anonymous
• Question types: ENPS, ESAT, EES
• Brand it, customise colours, fonts, add logo(s) and much more
• Skip logic, Routing, Piping, Carry forward, Variables, Scoring, Validation, Randomisation
• Email distribution and tracking, auto-scheduling, reminders, manage opt-outs
• Real-time Results, Sentiment, Text, Thematic Analysis, Trend Charts, Dashboards, etc
• Collect data via: Email, SMS, Web Embed, QR Code, etc
• Full support via: Telephone, Email, Tickets and Live chat
• UK Ring-fenced, Secure, Accredited, Accessible
• Team collaboration, shared assets, organisation wide survey and question templates

Benefits

• All data stored and backed up on UK servers
• All data is encrypted during transit and at rest
• Easy to use, little training required!
• Unlimited Users, Unlimited Surveys, Unlimited Responses
• Fully responsive on all platforms: Web Browsers, Mobiles, Tablets, etc
• ISO27001 and Cyber Security Essentials Plus Certified
• NHS Digital Data Security and Protection Toolkit compliant
• SSO (single sign-on), 2FA, Password policies
• Annual penetration test carried out
• Build surveys online, nothing to install and easy to use

£280 a user a year

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

Framework

G-Cloud 14

Service ID

231691066569728

Contact

Emma Stone
+44 (0)1684 342 400
gcloud@smartsurvey.co.uk

Service scope

• Software add-on or extension: No
• Cloud deployment model: Private cloud
• Service constraints: No.
• System requirements:
  • Internet connection
  • Modern web browsers

User support

• Email or online ticketing support: Email or online ticketing
• Support response times: Between Monday to Friday 9am to 5:30pm, expect a response within 1 hour. Any other time expect a response within 6 hours.
• User can manage status and priority of support tickets: Yes
• Online ticketing support accessibility: WCAG 2.1 AAA
• Phone support: Yes
• Phone support availability: 9 to 5 (UK time), Monday to Friday
• Web chat support: Web chat
• Web chat support availability: 9 to 5 (UK time), Monday to Friday
• Web chat support accessibility standard: WCAG 2.1 AA or EN 301 549
• Web chat accessibility testing: Taken care of by supplier.
• Onsite support: No
• Support levels: We provide support via telephone, email, live chat and through support tickets. Monday to Friday 9am to 5:30pm. Enterprise users have access to a dedicated Customer Success Manager.
• Support available to third parties: No

Onboarding and offboarding

• Getting started: Initially we will setup the user accounts, followed by the setup of email validation and domain branding (if applicable). ; ; Following account setup, we can provide training to super or all users. Training is seldom needed as SmartSurvey is very easy to use. Training can be offered at an additional cost.
• Service documentation: Yes
• Documentation formats: HTML
• End-of-contract data extraction: Customers can download survey and response data into CSV/Excel.
• End-of-contract process: Customers can export data up to the final contract date. Once the contract comes to an end, the account will revert back to the free plan. Customers can delete any collected data they wish from the account at any time. After deletion, all data will be destroyed after 21 days.

Using the service

• Web browser interface: Yes
• Supported browsers:
  • Internet Explorer 11
  • Microsoft Edge
  • Firefox
  • Chrome
  • Safari
  • Opera
• Application to install: No
• Designed for use on mobile devices: Yes
• Differences between the mobile and desktop service: All forms / surveys created within SmartSurvey will work on any device automatically.
• Service interface: Yes
• User support accessibility: None or don’t know
• Description of service interface: The Service is accessed via a secure web browser connection. The interface consists of responsive and accessible web pages through which the users access the functions of the software.
• Accessibility standards: WCAG 2.1 AA or EN 301 549
• Accessibility testing: We used an external company to test our site using various assistive technology.
• API: Yes
• What users can and can't do using the API: In order to use SmartSurvey API, you will need to request an API key from within your account dashboard.; ; Follow the steps below to get your API key:; ; Login to your account; Click on My Account; Click on API Keys; Request API Access; If you have not already requested one, click on request key.; Click Add New API Key; Once the key appears, use this to authenticate with the API; ; If you do not see this option within your account, please contact us for further assistance.; ; The SmartSurvey API is a RESTful API, which adheres to the guidelines defined by REST. Users can make a requests to specific endpoints to list, create, update, copy and delete. Some entities such as 'surveys' have more options than others.; ; There are some limits to the API requests that can be made To the API. These limits are based on the SmartSurvey account package type.
• API documentation: Yes
• API documentation formats: HTML
• API sandbox or test environment: Yes
• Customisation available: Yes
• Description of customisation: All forms/surveys can be fully customised using HTML and CSS. This allows users to meet their brand guideline requirements and ensure mobile optimisation and accessibility are taken into consideration.

Scaling

• Independence of resources: We have load balancers in place. Additional standby servers are available to increase resources if required. At present we are only using 10% of our capacity.

Analytics

• Service usage metrics: Yes
• Metrics types: SmartSurvey users can access metrics on the number of Responses, Number of surveys, Number of users, Number of SMS credits, and where multiple users are present, information regarding user creation date and last accessed date.
• Reporting types: Real-time dashboards

Resellers

• Supplier type: Not a reseller

Staff security

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

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: No
• Datacentre security standards: Complies with a recognised standard (for example CSA CCM version 3.0)
• Penetration testing frequency: At least once a year
• Penetration testing approach: ‘IT Health Check’ performed by a Tigerscheme qualified provider or a CREST-approved service provider
• Protecting data at rest:
  • Physical access control, complying with SSAE-16 / ISAE 3402
  • Other
• Other data at rest protection approach: Using TDE (Transparent Data Encryption).
• Data sanitisation process: Yes
• Data sanitisation type: Deleted data can’t be directly accessed
• Equipment disposal approach: Complying with a recognised standard, for example CSA CCM v.30, CAS (Sanitisation) or ISO/IEC 27001

Data importing and exporting

• Data export approach: Data can be exported into Excel, CSV and Word.
• Data export formats:
  • CSV
  • Other
• Other data export formats:
  • Word
  • XLS
  • PDF
• Data import formats: Other
• Other data import formats: This is something we will manage for users, if required.

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: Our current availability stands at 99.9% for the past 5 years. We guarantee an uptime SLA of 99.95 percent.
• Approach to resilience: Available on request.
• Outage reporting: Email alerts and dashboard notifications.

Identity and authentication

• User authentication needed: Yes
• User authentication:
  • 2-factor authentication
  • Username or password
• Access restrictions in management interfaces and support channels: Level of access to these areas are determined by the role and seniority of the staff member. For example, only support staff have access to potentially sensitive data, where only senior technical staff have access to databases.
• Access restriction testing frequency: At least every 6 months
• Management access authentication:
  • 2-factor authentication
  • 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

Standards and certifications

• ISO/IEC 27001 certification: Yes
• Who accredited the ISO/IEC 27001: The British Assessment Bureau
• ISO/IEC 27001 accreditation date: 17/06/2015
• What the ISO/IEC 27001 doesn’t cover: Our data centre providers, they both have their own ISO27001 certification.
• ISO 28000:2007 certification: No
• CSA STAR certification: No
• PCI certification: Yes
• Who accredited the PCI DSS certification: Trustwave
• PCI DSS accreditation date: 01/10/2018
• What the PCI DSS doesn’t cover: N/A
• Cyber essentials: Yes
• Cyber essentials plus: Yes
• Other security certifications: No

Security governance

• Named board-level person responsible for service security: Yes
• Security governance certified: Yes
• Security governance standards: ISO/IEC 27001
• Information security policies and processes: As part of our ISO27001 commitments, we have a number of policies in place which employees have to adhere to. These includes policies such, acceptable use policy, clean desk, disaster recovery, passwords, etc. Every employee will be required to famliarise themselves with these policies and complete an assessment to ascertain their level of understanding. Test are carried out annually.

Operational security

• Configuration and change management standard: Supplier-defined controls
• Configuration and change management approach: Available on request.
• Vulnerability management type: Supplier-defined controls
• Vulnerability management approach: Available on request.
• Protective monitoring type: Supplier-defined controls
• Protective monitoring approach: Available on request.
• Incident management type: Supplier-defined controls
• Incident management approach: Available on request.

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 v3.0)

Public sector networks

• Connection to public sector networks: No

Social Value

• Social Value:

  Social Value

  • Fighting climate change
  • Covid-19 recovery
  • Tackling economic inequality

  Fighting climate change

  SmartSurvey is wholeheartedly aligned with fighting Climate Change. Recognising the vital importance of reducing our carbon footprint and working towards a sustainable future, we have integrated these values into our operational strategies and business model. ; While SmartSurvey currently does not operate a formal ISO-certified Environmental Management System (EMS), we are deeply committed to reducing our environmental impact. Our practices include: ; • Regular environmental audits: we conduct internal reviews to identify potential areas for environmental improvement. ; • Employee training: we provide training and resources to our team, emphasising sustainable best practices in their respective roles. ; • Waste management: Digital-first operations reduce paper usage, and any electronic waste generated is responsibly recycled. ; Our strategies for managing energy consumption include: ; • Digital optimisation: Our platform prioritises server and application optimisations, ensuring that our services run at peak efficiency, which reduces energy usage. Optimised code architecture is energy efficient as well. ; • Remote work options: We are a business committed to the remote work model, so our employees do not need to commute, reducing the associated carbon footprint. ; • Hardware: We provide our employees with energy-efficient laptops to use for remote work. ; For third-party providers associated with our services: ; • When selecting third-party suppliers, we check their environmental policies around energy usage and hardware disposal. ; • Our most significant third-party supplier is ANS, who host both our primary data centre and our recovery location. Their environmental policy can be found here: https://www.ans.co.uk/wp-content/uploads/2023/09/POL-ANS-Environmental-Policy-Statement.pdf

  Covid-19 recovery

  SmartSurvey is offering unique employment opportunities in a fast-growing business, in a high-growth sector, in a location outside established clusters for the tech industry. Our location in Tewkesbury means that we’re offering high-skill, well-paid jobs in region where most similar firms may be located in larger cities such as Bristol or Birmingham. We also have a hiring policy that focuses on ability and potential rather than pure academic results and have seen great results by recruiting programmers on an apprentice basis, giving them valuable on-the-job experience as they learn and build their skills much sooner than if they had gone through a higher education path.; The online survey product we offer allows our clients to reach out to, and hear from, the people they need to without the need for face-to-face contact. ; By using online surveys to engage with their customers, organisations have access to much better data and insight about where to focus resources, what decisions to make and which improvements to target, making for better services. The inclusion of tools such as webhooks, a fully-featured API, and integrations with software such as Salesforce makes it possible for clients to create new workflows and automations. ; Healthcare feedback and self-reporting surveys can help health services providers to provide a better service, and allow people affected by illness to communicate with healthcare services; Our software helps businesses using a remote or hybrid working model to maintain employee engagement and get valuable feedback from their staff, wherever they are, via a secure and private medium.

  Tackling economic inequality

  Our Software is inexpensively priced and flexible, allowing newly-established businesses to access high quality software for as long as they need it when getting started, and upgrade to greater feature sets as their business grows. A user can get started with our software for as little as the cost of subscribing for a single month and, with the lifespan of many market research surveys is less than this, use this to get the insight they need to get their business off the ground. We also offer a discount to not-for-profit organisations.; By supporting businesses to get off the ground via our flexible model, we’re helping them grow and expand as they make the right decisions based on the insight they gather with our software, they’ll be able to make the move to creating jobs sooner.; We’re proud of our record as a business in a high-growth sector. We recruit at all levels and our location outside established tech clusters means that we can recruit from an area that may not otherwise have similar high-skill jobs with similar opportunities for development and skills growth.; We recently decided to expand our development team by taking on an apprentice programmer, as art of a scheme administered by “The Development Manager”, an organisation based in Worcester. This scheme leads to a recognised qualification and we’ve been so happy with the outcome that we’ve recruited a second apprentice for our Technology team.

Pricing

• Price: £280 a user a year
• Discount for educational organisations: No
• Free trial available: Yes
• Description of free trial: 14 days free trial of all the features. However, the trial limits the number of invites to 25. SMS functionality cannot be trialed, but we can demonstrate it on request.

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 gcloud@smartsurvey.co.uk. Tell them what format you need. It will help if you say what assistive technology you use.