Bridgeall Limited

smartcrowds Innovation & Change Management

90% of ideas from Innovation campaigns never see the light-of-day.
Not with smartcrowds, the UK-Hosted Cloud Innovation and Change Management platform.
With STAFF & CUSTOMER ENGAGEMENT, IDEATION, MARKET TESTING and TASK & CHANGE MANAGEMENT smartcrowds addresses the 360° challenge of Innovation, helping organisations turn more great ideas into lasting change.

Features

• Launch Challenges, Campaigns, Run Surveys
• Seek innovation and change Solutions to Problems
• Configurable Idea Capture forms
• Assessment process aligned to Strategic Objectives
• Comments, Likes, Star Ratings, Leaderbaords
• Social News/Activity Feed
• Expert or Panel assessment, & Configurable scoring criteria
• Work & Action Management, Progress Updates
• Innovation and Change Management Outcomes and Case Studies
• Powerful reporting, Designed for mobile, Office 365 SSO

Benefits

• Gain Advantage through Staff, Customer and Citizen Engagement
• Uncover Great Ideas from your Hidden Talent
• Increase Productivity through Employee Voice
• Deliver better Products, Services and Processes
• Continually Improve, Manage Change and Transform your Organisation
• Reduce Costs, Drive Profitability with Innovation and Change Management
• Increase the Conversion from Ideas to Outcomes
• Deliver Outcomes that are Aligned to Strategy and Objectives
• Address the 360° Challenge of Sustainable Innovation

£0.19 to £5.40 a person a month

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

Framework

G-Cloud 14

Service ID

233963044099354

Contact

Andrew Hart
01412126400
tenders@bridgeall.com

Service scope

• Software add-on or extension: No
• Cloud deployment model: Public cloud
• Service constraints: No constraints.; 99.5% availability, 24x7, UK hosted.
• System requirements:
  • Internet Connection
  • Modern Browser
  • Can also be used with all modern smartphones and tablets

User support

• Email or online ticketing support: Email or online ticketing
• Support response times: Average 15 minutes. M-F 9-5pm
• 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 AAA
• Web chat accessibility testing: Fair Start Scotland/DWP
• Onsite support: Yes, at extra cost
• Support levels: Online 24x7 availability is included in the price.; Bridgeall monitor the availability of the system on an on-going basis and ensure that up-time SLA (99.5%) is maintained. ; UK phone support 9am-5pm is included in the cost. Cost is dependant on the size of the account.; Onsite support is available at extra cost, on a per day basis or annual basis. ; Onsite support can include: how to use the software; how to implement innovation strategies; how to align the software with Strategic Objectives; How to manage change; setting up and running of specific innovation challenges.
• Support available to third parties: Yes

Onboarding and offboarding

• Getting started: As standard we provide an on-boarding service which includes site deployment, setup & configuration of first administrator and first ‘crowd’ and initial training to a single point of contact. This also includes one refresh training session per annum for updated functionality releases.; ; To assist with more complex configurations or bespoke functionality, we can work closely with clients on a retained basis.; This can include:; • Pre-configuration planning.; • Set-up complex configuration.; • Population of information & configuring access rights.; • Custom scripts.; • Custom training sessions / group training
• Service documentation: Yes
• Documentation formats: PDF
• End-of-contract data extraction: Data extract at contract end is via web service
• End-of-contract process: Customer is given option to extract data. All customer data is then removed from the system and destroyed.

Using the service

• Web browser interface: Yes
• Supported browsers:
  • Internet Explorer 11
  • Microsoft Edge
  • Firefox
  • Chrome
  • Safari
• Application to install: Yes
• Compatible operating systems:
  • Android
  • IOS
  • Linux or Unix
  • MacOS
  • Windows
  • Windows Phone
• Designed for use on mobile devices: Yes
• Differences between the mobile and desktop service: Smartcrowds is fully mobile responsive, and has been designed mobile-first. All features are available on mobile
• Service interface: Yes
• User support accessibility: WCAG 2.1 AAA
• Description of service interface: Set up through Change Management
• Accessibility standards: WCAG 2.1 AAA
• Accessibility testing: Fair Start Scotland/DWP
• API: Yes
• What users can and can't do using the API: Users can use the API for the transfer of data and integration to other products
• API documentation: Yes
• API documentation formats: PDF
• API sandbox or test environment: Yes
• Customisation available: Yes
• Description of customisation: User can customise; • Workflow (Moderation ON/OFF, Actions ON/OFF, Sign-Off ON/OFF, Panel Mode/Expert Mode); • Terminology (Campaigns/Challenges etc, Ideas, Suggestions, Solutions etc); • Crowds and permissions; • Idea Capture Forms - can be different for every crowd; • Email notifications - can be different for every crowd; • Crowd Landing Pages; • Switchable features per crowd (Dislikes, Action Management etc); • Assessment Measures and associated scoring, per crowd; • Feedback and Scoring Forms per Crowd; • Branding - for example Customer Logo and Banners.; ; All Customisation can be carried out by Admin and Policy Users.; ; All Customisation is done using the systems user interface

Scaling

• Independence of resources: As standard smartcrowds is delivered on an elastic shared resource on Microsoft Azure, with Embedded PowerBI and is backed by Microsoft's Investment and SLA's. ; ; Full Independence of resources can be delivered at extra cost if required

Analytics

• Service usage metrics: Yes
• Metrics types: System Reporting via embedded PowerBI. The system provides near-real time data exploration of all aspects of the data stored, including users interaction with the system - for example number, frequency and trend of Likes, Ratings, Follows, Submissions, Comments
• Reporting types: Real-time dashboards

Resellers

• Supplier type: Not a reseller

Staff security

• Staff security clearance: Other security clearance
• Government security clearance: Up to Developed Vetting (DV)

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: 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 CSA CCM v3.0
  • Physical access control, complying with SSAE-16 / ISAE 3402
  • Encryption of all physical media
• Data sanitisation process: No
• 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: Tailored to customer’s requirements
• Data export formats: CSV
• Data import formats: CSV

Data-in-transit protection

• Data protection between buyer and supplier networks:
  • TLS (version 1.2 or above)
  • Legacy SSL and TLS (under version 1.2)
• Data protection within supplier network:
  • TLS (version 1.2 or above)
  • IPsec or TLS VPN gateway
  • Legacy SSL and TLS (under version 1.2)

Availability and resilience

• Guaranteed availability: The smartcrowds® Cloud Service is delivered as a .NET solution on Microsoft Azure and Microsoft Power BI. The cloud architecture removes the cost associated with infrastructure procurement and support, replacing it with an annual subscription and a 99.5% uptime guarantee.; The smartcrowds® Cloud Service removes any need for client technical provision. We will take responsibility for all backups, upgrades, and operating system patches.; smartcrowds® will be available 24/7, however should the system require to be taken offline for maintenance then we will provide a minimum of ten business days’ notice.; All planned maintenance will be completed outside normal business hours.
• Approach to resilience: All production servers are configured with a minimum of two instances deployed within the same availability set, this ensures a fault tolerant and high availability platform; ; Azure SQL Database has a built-in high availability subsystem that protects your database from failures of individual servers and devices in a data centre. At any one time, three database replicas are running—one primary replica and two or more secondary replicas. ; ; There are always at minimum two physical, transactionally consistent copies of your data.; ; On top of the built-in systems that enable high availability, The Microsoft Cloud system architecture offers additional business continuity features that enable disaster recovery.; ; Azure SQL Database automatically creates backups of every active database. Every hour a backup is taken and geo-replicated to enable the one-hour recovery point objective (RPO) for Geo-Restore. Additionally, transaction log backups are taken every five minutes to enable Point in Time Restore.; ; Point in Time Restore provides the ability to return your database to an earlier point in time within the past 14 days
• Outage reporting: API, Email alerts, and SMS to our Service Desk

Identity and authentication

• User authentication needed: Yes
• User authentication:
  • Public key authentication (including by TLS client certificate)
  • Identity federation with existing provider (for example Google Apps)
  • Username or password
• Access restrictions in management interfaces and support channels: Active Directory Services and Azure AD Connect
• Access restriction testing frequency: At least every 6 months
• Management access authentication:
  • 2-factor authentication
  • Public key authentication (including by TLS client certificate)
  • Identity federation with existing provider (for example Google Apps)
  • Limited access network (for example PSN)
  • Dedicated link (for example VPN)
  • 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: You control when users can access audit information
• How long supplier audit data is stored for: User-defined
• 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: QEC
• ISO/IEC 27001 accreditation date: 10 May 2021
• What the ISO/IEC 27001 doesn’t cover: NA
• ISO 28000:2007 certification: No
• CSA STAR certification: No
• PCI certification: No
• Cyber essentials: Yes
• Cyber essentials plus: Yes
• Other security certifications: Yes
• Any other security certifications:
  • ISO 9001
  • Subject to the Return on Investement model ROI

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: ISO27001 and Cyber Security

Operational security

• Configuration and change management standard: Conforms to a recognised standard, for example CSA CCM v3.0 or SSAE-16 / ISAE 3402
• Configuration and change management approach: The CMDB data is maintained by leveraging the request and change management processes, dedicated modules in the Service Desk suite, which are fully integrated into the CMDB. There is a dedicated change management module within the Bridgeall Service Desk, integrated with the configuration, knowledge base, incident and service request modules. The process provides the following core activities through the ITILV3 Service Desk:; • Initiate change request; • Validate change request including security; • Assess and plan change (operational); • Approve change implementation; • Execute and complete change; • Status reporting; • Review post implementation and close change.
• Vulnerability management type: Conforms to a recognised standard, for example CSA CCM v3.0 or SSAE-16 / ISAE 3402
• Vulnerability management approach: Follow the ITIL process for Vulnerability Management processes, as well as applying our Quality ISO9001 and Security ISO27001 processes. Bridgeall will coordinate and perform regular IT health checks and audits, that provide the interface for vulnerability management. The process shall provide the following core activities:; • Preparation; • Vulnerability scan; • Define remediating actions; • Implement remediating actions; • Rescan; We utilise several proprietary tools provided by Nessus, Qualys and Verisign and work with CREST approved NCC Group.
• Protective monitoring type: Conforms to a recognised standard, for example CSA CCM v3.0 or SSAE-16 / ISAE 3402
• Protective monitoring approach: Environments are monitored extensively for both the application and infrastructure covering system availability, performance and automated system jobs.; Automatic monitoring is conducted at regular intervals depending. Alerts are raised by email with customisable multi-user notification escalations available. ; ; Critical Alerts; • Ping/Port Availability Checks; • HTTP on all sites; • SMTP Service Check; • Database Service Check; • URL Availability Check; Trend Alerts; • CPU Usage; • Memory Usage; • Storage Capacity; • Disk I/O; • Disk Read/Write Times; URL Response/Wait Times
• Incident management type: Conforms to a recognised standard, for example, CSA CCM v3.0 or ISO/IEC 27035:2011 or SSAE-16 / ISAE 3402
• Incident management approach: Our ITIL V3 Service Desk manages incidents and escalations until resolution. The Service Desk acts as the end user single point of contact for incident restoration, including requests for information and issues. The Service Desk monitors outstanding trouble tickets or records until they are resolved.; We provide the following activities:; Detection and recording; Classification and initial support; Investigation and diagnosis; Resolution and recovery; Tracking and communication.; ; Major Incident Process:; Follow procedures; Communication; Defines incident severities, ; Escalations; Roles and responsibilities - internal and external organisations; Review process and issue a report - actions taken, lessons learned.

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: Yes
• Connected networks:
  • Public Services Network (PSN)
  • Police National Network (PNN)
  • NHS Network (N3)
  • Joint Academic Network (JANET)
  • Scottish Wide Area Network (SWAN)
  • Health and Social Care Network (HSCN)

Social Value

• Social Value:

  Social Value

  Equal opportunity

  Equal opportunity

  Bridgeall's equal opportunities ethos is reinforced by our proactive measures to prevent discrimination and promote equality in all aspects of our employment and service delivery. We abide by the Equality Act 2010 and have established a diverse workforce that reflects the communities we serve. Our policies ensure fair treatment for all, with a particular focus on supporting disabled individuals through career development and tailored training programs.; Our commitment to fair work practices is evident in our status as a signatory to the Scottish Government's Scottish Business Pledge and our accreditation as a Living Wage Employer. We believe that fair compensation is crucial for attracting and retaining top talent, boosting morale, and enhancing productivity. Investing significantly in staff development, we prioritise continuous learning and growth, tailoring training based on annual appraisals, and offering various resources for advancement.; Bridgeall has made significant progress in improving employee retention over the past few years. The retention rates have steadily increased from 82% in 2021 to 98% in 2023.; To ensure a consistent team with minimal turnover we adopt numerous practices across the entire business, which includes; Investing in Employee Development, Competitive Compensation and Benefits, Work-Life Balance, Flexible Working, Transparent Communication, Recognising and Celebrating Achievements, Addressing Employee Concerns, Promoting Mental Health & Well Being, Collaboration and Team-Building Exercises, Career Growth Opportunities, Exit Interviews and Analysis, Annual Reviews and Recognition Program.; Bridgeall's dedication to equal opportunities is not just a policy but a core principle that guides our actions and decisions, ensuring a workplace where everyone can thrive.

Pricing

• Price: £0.19 to £5.40 a person a month
• Discount for educational organisations: Yes
• Free trial available: No

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