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Ember Technology Ltd

Community Management

We offer tailored community management services across our various platforms. Our experienced community managers collaborate with you to plan, create, and develop successful networks and communities. Benefit from expert guidance, customised support plans, and effective engagement techniques to grow and sustain vibrant communities aligned with your goals.

Features

  • Partner with experienced community management experts.
  • Customised community support plans tailored to your needs.
  • Daily operational community management assistance.
  • Establishment of clear community goals and objectives.
  • Identify key stakeholder participation benefits.
  • Define your audience and their engagement triggers.
  • Highlight community leaders and engage champions.
  • Create tailored community communication and action plans.
  • Effective community engagement tools and techniques.
  • Support for measuring community impact through performance monitoring

Benefits

  • Guidance from top community management professionals. Builds a
  • Builds a strong business case for community initiatives.
  • Provides a reliable framework for community development.
  • Implements effective engagement methods to grow your community.
  • Enhances knowledge through expert collaboration.
  • Develops new community and knowledge management skills.
  • Boosts member participation and engagement.
  • Achieves community goals with success stories.
  • Facilitates knowledge sharing, saving time and resources.

Pricing

£500 to £900 a unit a day

Service documents

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 steven.wexelstein@ember.ltd. Tell them what format you need. It will help if you say what assistive technology you use.

Framework

G-Cloud 14

Service ID

2 6 2 7 6 7 3 1 7 1 2 5 8 1 9

Contact

Ember Technology Ltd Steven Wexelstein
Telephone: 07875235377
Email: steven.wexelstein@ember.ltd

Planning

Planning service
Yes
How the planning service works
We understand the integral components of successful online communities. Our community management support offers strategic planning based on our Government Digital Service Standard aligned processes and frameworks. We help define clear purpose, objectives, and success measures, identify key audiences, and encourage engaging interactions with trust-driven relationships, ensuring vibrant and effective digital communities.
Planning service works with specific services
No

Training

Training service provided
Yes
How the training service works
Embers collaborative approach encourages the sharing of knowledge between our team and our clients throughout our engagement. We can help up-skill your internal teams through the creation of bespoke training packages and knowledge sharing exercises. We will work with you to define what is needed and for which audience, ensuring that our training suits the needs and level of knowledge. From Accessibility for developers through to building a user-centric philosophy throughout the company, we can help build a package that best meets your needs
Training is tied to specific services
No

Setup and migration

Setup or migration service available
Yes
How the setup or migration service works
All our services deployed under Government Digital Service Standard in full compliance with security and data governance processes.
Setup or migration service is for specific cloud services
No

Quality assurance and performance testing

Quality assurance and performance testing service
Yes
How the quality assurance and performance testing works
Ember is ISO 27001/ISO 9001 accredited and our user research follows Government Digital Service Standards and Ethics standards, and all our data is GDPR compliant.

We deploy a range of industry standard performance and security tools to ensure the quality and performance of all our services including monthly security and vulernability scans. Additionally, we test compatibility with a range of devices and browsers as well as with WCAG 2.2 AA standards. Both Ember and our hosting providers are ISO27001 accredited.

Our initial services are deployed based on a unqiue performance framework that provides us with an ongoing quarterley performance reviews where we monitor all metrics against the initial Objectives and Goals of the project. This review process is a cornerstone of our offering and provides an open and transparent way for us to continually iterate our services based on evidence and real world user feedback.

We work transparently and all our reports and systems are made available to clients, allowing them to retrieve up-to-date information about their projects, at any given time. We encourage regular and open communication with our clients via stand-ups, project meetings and open-collaboration.

Security testing

Security services
Yes
Security services type
  • Security strategy
  • Security risk management
  • Security design
  • Cyber security consultancy
  • Security testing
  • Security incident management
  • Security audit services
Certified security testers
No

Ongoing support

Ongoing support service
Yes
Types of service supported
  • Buyer hosting or software
  • Hosting or software provided by your organisation
  • Hosting or software provided by a third-party organisation
How the support service works
We offer a full service helpdesk which follows our ISO 27001 for security processes and ISO 9001 for quality assurance and offer full Service Levels Agreements for the services we support, including monthly security and vulnerability scanning and audits.

Service scope

Service constraints
No constraints

User support

Email or online ticketing support
Email or online ticketing
Support response times
According to our standard Service Level Agreements for support which is available on request/during the G-Cloud clarifications stage.
User can manage status and priority of support tickets
Yes
Online ticketing support accessibility
WCAG 2.1 AA or EN 301 549
Phone support
No
Web chat support
Yes, at an extra cost
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
We rely on Zoho desk for the web chat functionality.
Support levels
Ember Technology Standard SLA: Priority 1 (Critical Impact): Response within 1 business hour, and resolution within 3 business hours. Priority 2 (Significant Impact): Response within 4 business hours, and resolution within 1 business day. Priority 3 (Minimal Impact): Response within 1 business day, and resolution within 4 business days. Pricing will be dependent on deployment model and we can clarify during the G-Cloud clarifications stage. We will provide an Account Manager and a dedicated support engineer

Resellers

Supplier type
Not a reseller

Staff security

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

Standards and certifications

ISO/IEC 27001 certification
Yes
Who accredited the ISO/IEC 27001
QMS International
ISO/IEC 27001 accreditation date
26/10/2021
What the ISO/IEC 27001 doesn’t cover
Nothing
ISO 28000:2007 certification
No
CSA STAR certification
No
PCI certification
No
Cyber essentials
Yes
Cyber essentials plus
Yes
Other security certifications
No

Social Value

Social Value

Social Value

  • Fighting climate change
  • Covid-19 recovery
  • Tackling economic inequality
  • Equal opportunity
  • Wellbeing

Fighting climate change

As an ISO14001 certified business we understand that Climate Change is one of the largest risks to the world future and we have significantly invested in our operations and hosting architectures in order to take positive actions that will help to reduce its impact it has on the climate.
These actions include:
Achieving and maintaining ISO14001 and running quarterly audits on our EMS system.
Using suppliers with sound environmental policies.
Purchasing equipment that has the best possible energy rating.
Rearchitecting of our hosted services to use containerisation to reduce the energy demands.
Increased use of remote working reducing the impact of travel
When travel is required, the focus is on transporting staff on public transport.
The use of natural light within the office and fitting of energy-efficient lights

Covid-19 recovery

Our engagement with our local community as an important factor in our success as a company and with the impact of COVID-19 we have looked at ways to support our staff, customer, suppliers, and our local communities that include.
Recruiting people with a focus on further training including actively taking part in the SkillSeeker programme which allowed one of our members allowed people who have lost jobs in other industries an opportunity to retrain.
Supporting our staff with their recovery and allowing changes in their working environments/relationships that allow them to support their family and communities.
Allowing customers flexibility in contract terms, so that they can continue in business and finding other ways to support them.
Implemented a flexible working plan, where people can be onsite or offsite, depending on their comfort level.
We moved office to improved space and working environment for our staff.

Tackling economic inequality

We are actively participating in a number of programmes that are aimed at tackling inequality within our local communities.
We are members of the Tech Talent Charter.
We have the Developing Young Workforces’ Young Person Guarantee in place.
One of our Directors participates on the Digital Inclusion board of a local charity.
One of our Directors is a member of the Developing Young Workforce Board.
We recruit people with a focus on further training, allowing people who have lost jobs in other industries an opportunity to retrain.
Staff have developed and supported CPD objectives that allow them to develop and increase their opportunities.
Embrace and support emergent technology in our supply chain to provide growth and leverage the opportunities.
Actively engage our supply chain in the bidding process and support them in achieving the levels needed to deliver the service.

Equal opportunity

Ember actively works towards equality in the following ways:
We involve our Charity partners in User Research helping them become more Digitally inclusive while providing valuable user feedback for our clients.
We are a Disability Confident committed organisation.
Training is available to any staff member who is interested and is discussed during the hiring process to make sure that people have the support to improve.
Our staff support several charities that focus on inclusion for disabled people, and this behaviour is encouraged.
We support our staff who decide to undertake further education, making sure that they have the time and flexibility to both work and study. This support is also in most cases financial.
We deliver training on modern slavery to our staff during reviews and have appointed Directors for them to flag any concern that they have about internal staff, our suppliers, or customers.
We do not discriminate on any perceived groupings such as race, sex, background when hiring or promoting staff and this can be seen by the naturally occurring diversity within our staff, the management team and Board.
We have regular staff assessments, which include pay and mobility that we oversee to make sure of equality.

Wellbeing

The wellbeing of our staff and wider working environment is critical to our activities:
Our approachable culture means our staff can raise any concerns to any colleague in an anonymised process.
With our staff who may require support, an assessment of the possible support and a discussion on what is practical is undertaken, at which point a Board member is made responsible for the follow up.
Our office and working environments are audited annually to make sure they are safe.
Staff are made aware of mental health through discussion and training, and we endeavour to offer support to any member of staff that needs support
We encourage staff to engage with the community.

Pricing

Price
£500 to £900 a unit a day
Discount for educational organisations
No

Service documents

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 steven.wexelstein@ember.ltd. Tell them what format you need. It will help if you say what assistive technology you use.