FORRESTER RESEARCH LIMITED

Cloud Research - Forrester Decisions Research and Advisory Team, Expanded Digital and CX Services

Designed for Digital and CX (customer and citizen experience) Teams, allows attendance to Forrester Decision Leaders guidance sessions, access to research, tools and frameworks and Izola, Forrester proprietary AI tool. Supported by a dedicated Service Delivery Team

Features

• Customer Experience, customer service and Digital research and advisory services
• Dedicated service delivery team
• Access to un-siloed Forrester Customer Experience and Digital research
• Priority specific roadmap guided by Research Director
• Attend Leader seat holders Individual Inquiries with Forrester analysts
• Strategic business content for IT executives
• IT Key metrics data, diagnostic tools, templates and case studies
• Online Peer Community for networking and connections
• Proprietary AI tool providing instant synthesised answers and online portal

Benefits

• Predictions and planning guides
• Technology and service provider forecasts, waves and emerging trends
• KPIs, metrics, assessments and peer benchmarks
• Strategic models, tools, templates and assessments
• Certification training courses
• Provides upskilling and skills transfer opportunities for Government teams
• Peer discussions and networking
• Best Practice Research including Tailored Workshops
• Digital Leadership

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

Framework

G-Cloud 15

Service ID

247688868209425

Contact

Henry Hopkinson
07400007171
hhopkinson@forrester.com

About your service

• Service categories:

  Application Development and Deployment

  Analytics and business intelligence

  • Business Intelligence
• Multi cloud support: No

Service scope

• Software add-on or extension: No
• Cloud deployment model: Public cloud
• Service constraints: N/A
• System requirements: Forrester website can be accessed via any modern browser

User support

• Email or online ticketing support: Yes
• Support response times: We respond to questions within 2- 8 hours during the weekday and 48 hours at the weekend
• User can manage status and priority of support tickets: Yes
• Online ticketing support accessibility: WCAG 2.2 AA
• Phone support: Yes
• Phone support availability: 24 hours, 7 days a week
• Web chat support: No
• Onsite support: No
• Support levels: Dedicated customer success team including; Research Director, Account Manager / Director, Customer Success Manager, Customer Success and CSS. This is included at no extra cost.; Email, web, phone and in-person can be provided to ensure a seamless experience.
• Support available to third parties: No

Onboarding and offboarding

• Getting started: As soon as contracts are signed and the service commencement date is confirmed, onboarding begins immediately. Full access to research, tools, frameworks and resources is provided from day one, enabling teams to start using the service without delay. Access can be provisioned as soon as you are ready, with flexible timelines aligned to your availability to ensure a smooth transition.; Onboarding follows a structured process designed to support rapid adoption and early value. It starts with a 50 minute Guidance Kick Off Call with the Research Director, Account Manager and Customer Success Manager to align on priorities, initiatives and outcomes. The Research Director then creates a tailored Action Plan. A 30 minute debrief with the Customer Success Manager validates the plan, confirms deliverables and provides a guided walkthrough of the platform.; Additional sessions are delivered for individual seat holders to address role specific objectives and ensure relevance across teams. Digital onboarding support includes a virtual portal walkthrough at first login to help users engage immediately. Ongoing enablement is provided through live support, self service guides and a library of how to videos, allowing users to confidently navigate the service and continuously extract value from deployment through renewal and service evolution.
• Service documentation: No
• End-of-contract data extraction: Clients can email us at privacy@forrester.com once the contract is over to extract all their data.
• End-of-contract process: There is no automatic renewal and client does not need to give Forrester a notification period.

Using the service

• Web browser interface: Yes
• Supported browsers:
  • Microsoft Edge
  • Firefox
  • Chrome
  • Safari
  • Opera
  • Other
• Application to install: No
• Designed for use on mobile devices: Yes
• Differences between the mobile and desktop service: No difference
• Service interface: Yes
• User support accessibility: WCAG 2.2 AA
• Description of service interface: Browser based website
• Accessibility standards: WCAG 2.2 AA
• Accessibility testing: Test methods: TBT; ATP; MAT
• API: No
• Customisation available: No

Scaling

• Independence of resources: Business continuity and disaster recovery is implemented internally to take care of demand disruptions and contingency planning. This ensures users are able to access Forrester's website at any hour of the day and are not effected by other users.

Analytics

• Service usage metrics: Yes
• Metrics types: • Usage Reporting & Analytics: Monthly reports will track document views, analyst sessions, and engagement trends to identify areas for optimisation.; • Customer Satisfaction Surveys: Feedback is gathered at key moments to assess satisfaction, responsiveness, and ease of access.; • Service Accessibility: Forrester applies inclusive design principles to ensure all users, including those with disabilities, can access services easily.; • Service Response Time: We monitor and report on responsiveness to ensure timely support and resolution of queries.
• Reporting types:
  • Regular reports
  • Reports on request
• Resource tagging: No
• FOCUS resource tagging: No

Resellers

• Supplier type: Not a reseller

Staff security

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

Asset protection

• Knowledge of data storage and processing locations: Yes
• Data storage and processing locations:
  • United Kingdom
  • European Economic Area (EEA)
  • Other locations
• 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:
  • Physical access control, complying with CSA CCM v4.0
  • Physical access control, complying with SSAE-18 / ISAE 3402
  • Physical access control, complying with another standard
  • Encryption of all physical media
  • Scale, obfuscating techniques, or data storage sharding
• 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
  • Explicit overwriting of storage before reallocation / Secure Erase
  • Degaussing
  • Physical Destruction / Hardware containing data is completely destroyed

Data importing and exporting

• Data export approach: Only PII is collected via Forrester website, which can be deleted or provided upon request.
• 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)
• Data protection within supplier network:
  • TLS (version 1.2 or above)
  • IPsec or TLS VPN gateway

Availability and resilience

• Guaranteed availability: 99.9% availability SLA, clients are not refunded if we fall below this SLA.
• Approach to resilience: Architecture and design of business-critical information systems is planned for continuity of operations, in the event of disasters and/or disruptions, through written and tested recovery plans to minimize the risk, cost, and duration of disruption.
• Outage reporting: Email alerts

Identity and authentication

• User authentication needed: Yes
• User authentication: Username or password
• Access restrictions in management interfaces and support channels: Access is restricted via role based access matrix and access is provided only on need-to-know and least-privilege basis
• Access restriction testing frequency: At least every 6 months
• Management access authentication:
  • Multi-Factor Authentication (MFA)
  • Public key authentication (including by TLS client certificate)
  • Identity federation with existing provider (for example Google Apps)
  • Dedicated link (for example VPN)
  • 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
• Security governance certified: Yes
• Security governance standards: Other
• Other security governance standards: Sarbanes-Oxley
• Information security policies and processes: Forrester takes security of both the company and the customer’s data seriously. Implementing defense in depth is important for us to protect our customer data and business data from cyber criminals and; fraudsters (both internal and external), safeguard the company intellectual property from espionage, and ensure the continuity of business operations in the face of market shifts and other risks.; ; Forrester’s information systems, and information contained therein, are fundamental for its daily operations and effective provisioning of Forrester products and services. Forrester security program concerns protection and control of all forms of information during its lifecycle of creation, usage, transmission, storage and disposal in order to support the business activities of Forrester. It also governs any data communication interconnections with non-Forrester third parties, vendors, contractors, partners and all Forrester subsidiaries.
• Software Security Code of Practice: No

Operational security

• Configuration and change management standard: Supplier-defined controls
• Configuration and change management approach: Forrester change control process ensures that modifications to systems, software, and/or processes are thoroughly documented and evaluated for potential security impact. Changes shall undergo testing and approval procedures before implementation to mitigate risks and maintain system stability. We ensure transparency, communication, and accountability is prioritized throughout the change management process to uphold the integrity and reliability of our operations.
• Vulnerability management type: Supplier-defined controls
• Vulnerability management approach: Regular health checks, system hardening in compliance with security benchmarks, penetration tests and security monitoring are performed on software and applications to ensure efficiency of the software/application. Patches are deployed in monthly batches and as soon as possible for critical risks. We follow updates from CERT, NIST and other 3rd party advisory feeds, for potential threats
• Protective monitoring type: Supplier-defined controls
• Protective monitoring approach: A robust network security architecture is implemented to achieve end-to-end security ;  VPN for connecting to critical business systems;  Public facing web sites are segmented in a DMZ;  Host based and network-based Intrusion Prevention is implemented to prevent malicious; attacks from inside or outside our network. We have a 24X7 SOC for monitoring this.;  Infrastructure DDoS protection and Web Application Firewall (WAF);  Multiple layers of anti-malware protection are in place to ensure the business isn't disrupted;  Spam email is filtered by a cloud email security provider before it is delivered to our corporate; email system
• Incident management type: Supplier-defined controls
• Incident management approach: All security breaches or attempts to breach and all discovered security weakness in information systems are reported for closure in timely manner, analyzed for required forensics of the software/application and actions are taken to prevent the recurrence.; Users reports incidents by emailing security@forrester.com and Forrester's security team provide incident reports to our affected clients directly.
• 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: No
• Free trial available: No

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

• Less than £250,000: 20%
• Between £250,000 and £500,000: 25%
• Between £500,001 and £1,000,000: 28%
• Between £1,000,001 and £2,500,000: 30%
• Between £2,500,001 and £5,000,000: 35%
• Over £5,000,001: 35%

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: You do not have a current and valid Cyber Essentials Plus certificate, or will not have in place within 12 months of the date of award but have an IASME certified equivalent.
• 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

    • 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
    • Monitoring of employee engagement rates (by protected characteristic) and, where necessary, the development of actions to ensure all voices are heard across the diversity of the workforce
    • 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
    • Activities that support an environment where staff are educated about and feel empowered to report and address bullying and harassment
    • 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
    • Support for educational attainment relevant to the contract, including training schemes that address skills gaps and result in recognised qualifications
    • Volunteering opportunities for staff
    • 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

  • 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 2: Skills for growth: Supporting growth sectors and addressing skills gaps.

    • Activities to support relevant sector related skills growth and sustainability in the contract workforce. Illustrative examples: careers talks, curriculum support, literacy support, safety talks and volunteering

  • 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
    • Delivery of training schemes and programmes to address any identified skills gaps and under-representation in the workforce for the contract (e.g. prison leavers, care leavers, kinship carers, disabled people)
    • 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
    • Introducing transparency to pay and reward processes
    • Working conditions which promote an inclusive working environment and promote retention and progression
    • 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
    • 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

  • 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 issues relating to entering the contract workforce
    • Creation of outreach activities to create a pipeline of employees for the future contract delivery
    • Content of the outreach activity is designed to suit the target cohort
    • Advertising, promotional and outreach activities designed to raise awareness of the offer to reach the target cohort

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