Agilisys Ltd

GuildIQ

GuildIQ provides white label solutions empowering essential workflows within support, qualifications and assessments. These solutions are aimed at transforming support and content delivery through tools configured to support subjective assessment evaluation, conversational chatbots and workflow management using AI virtual assistants.

Features

• Cloud based, API-led solutions
• White label offering, personalised to your brand
• Multichannel, multi-lingual conversational AI assistant and chatbot
• Assessment marking and evaluation tool
• Integrations into third party systems
• Information management and reporting

Benefits

• Optimise operational processes to enable deeper support
• Engage customers 24/7 in 95+ languages whilst reducing costs
• Internally identify opportunities for growth within information delivery and management
• Unlock insights and build intelligence over time

£24,000 an instance 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 info@agilisys.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

266716488025683

Contact

Gemma Teagle
07792 169644
info@agilisys.co.uk

Service scope

• Software add-on or extension: No
• Cloud deployment model: Private cloud
• Service constraints: No service constraints.
• System requirements:
  • Internet access
  • Access to web browser

User support

• Email or online ticketing support: Email or online ticketing
• Support response times: High Priority (Response within 24 hours) - use for critical issues severely impacting service use;; ; Medium Priority (Response within 48 hours) - select for disruptive, non-critical issues;; ; Low Priority (Response within 72 hours) - General questions, feedback, or minor glitches.
• User can manage status and priority of support tickets: No
• Phone support: No
• Web chat support: No
• Onsite support: Yes, at extra cost
• Support levels: High Priority (Response within 24 hours) - use for critical issues severely impacting service use;; ; Medium Priority (Response within 48 hours) - select for disruptive, non-critical issues;; ; Low Priority (Response within 72 hours) - General questions, feedback, or minor glitches;; ; Onsite support needs are consulted and agreed based upon client business requirements.
• Support available to third parties: Yes

Onboarding and offboarding

• Getting started: During onboarding we provide user documentation and guidelines. We also, upon request and at an extra cost, help with the technological implementation. This can also be conducted onsite during onboarding at an agreed fee.
• Service documentation: Yes
• Documentation formats:
  • HTML
  • PDF
• End-of-contract data extraction: User admins can delete user data at any point in time within the admin site.
• End-of-contract process: At the end of the contract, all client data is removed from the system and access to the system is restricted to the client and users.

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: No functional difference between desktop and mobile service. Differences in sizing of chat widget between desktop and mobile.
• Service interface: Yes
• User support accessibility: WCAG 2.1 A
• Description of service interface: The service interface provides access to reporting dashboard on usage of GuildIQ as well as admin access to information that has been shared with GuildIQ.
• Accessibility standards: WCAG 2.1 A
• Accessibility testing: The GuildIQ app is a web-based platform that enables use of browser supported assistive technology. The GuildIQ App itself supports the ability to enlarge text and audio transcription.
• API: Yes
• What users can and can't do using the API: Users can use our APIs to create and save user details and information to utilise our Digital Teammates and assessor tools. Documentation can be provided upon request.
• API documentation: Yes
• API documentation formats: Open API (also known as Swagger)
• API sandbox or test environment: Yes
• Customisation available: Yes
• Description of customisation: All of our services are white label. We provide the ability for clients to personalise our offering with their branding, as well as input and output formats.

Scaling

• Independence of resources: Microsoft maintain a white paper titled 'Tenant Isolation in Microsoft Office 365' available at http://aka.ms/Office365TI. This addresses tenant isolation both for reasons of security and assurance that the activities of another customer will not adversely affect any other.

Analytics

• Service usage metrics: Yes
• Metrics types: We provide dashboards within our admin system which include but are not limited to service usage over time, feedback, response time, adoption.
• Reporting types: Real-time dashboards

Resellers

• Supplier type: Reseller providing extra features and support
• Organisation whose services are being resold: GUILDIQ LTD

Staff security

• Staff security clearance: Staff screening not performed
• Government security clearance: None

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: Yes
• Datacentre security standards: Complies with a recognised standard (for example CSA CCM version 3.0)
• Penetration testing frequency: At least every 6 months
• Penetration testing approach: Another external penetration testing organisation
• Protecting data at rest: Physical access control, complying with CSA CCM v3.0
• 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: Client admins can export user data from the GuildIQ App via .csv file.
• 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)

Availability and resilience

• Guaranteed availability: 99.9% uptime agreed in SLA. If less than 99.9% but greater than 99.0%, 5% service credit provided.
• Approach to resilience: Use of Microsoft Azure which has inbuilt features to ensure resilience. Further information is available on request.
• Outage reporting: Live API Status dashboard will be provided at onboarding, as well as email alerts sent out if downtime occurs.

Identity and authentication

• User authentication needed: Yes
• User authentication:
  • 2-factor authentication
  • Identity federation with existing provider (for example Google Apps)
  • Username or password
• Access restrictions in management interfaces and support channels: Authentication using username and password as well as 2-factor authentication.
• Access restriction testing frequency: At least every 6 months
• Management access authentication:
  • 2-factor authentication
  • Identity federation with existing provider (for example Google Apps)
  • 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: User-defined
• Access to supplier activity audit information: Users receive audit information on a regular basis
• How long supplier audit data is stored for: User-defined
• How long system logs are stored for: User-defined

Standards and certifications

• ISO/IEC 27001 certification: No
• ISO 28000:2007 certification: No
• CSA STAR certification: No
• PCI certification: No
• Cyber essentials: No
• Cyber essentials plus: No
• Other security certifications: No

Security governance

• Named board-level person responsible for service security: Yes
• Security governance certified: No
• Security governance approach: We are currently in progress of becoming ISO 27001 certified and have implemented all necessary policies and processes required for this. We are integrated into a security monitoring system which provides real-time information on any issues or compromises.
• Information security policies and processes: Follow ISO 271001 security policies as well as EU GDPR standards.

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: Any external vendors used are tracked in our security monitoring system. We are completely server less in Microsoft Azure so utilise Microsoft Defender to assess any potential security impacts. ; ; Additionally, all software changes are tracked and vetted through GitHub which provides versioning and automatic alerts to any potential security issues.
• Vulnerability management type: Undisclosed
• Vulnerability management approach: Vulnerability management consists of a combination of automated and manually run vulnerability scanners. Host-based, network-based, and externally hosted tooling provides holistic assessments of infrastructure, applications and perimeter scanning. Regular Cyber Essentials Plus assessments and IT Health Checks provide expert validation. Vendor warnings / updates, threat intelligence subscription services and early warning notifications from multiple UK authorities & manual investigation / research carried out by our in-house InfoSec team augment these processes.
• Protective monitoring type: Supplier-defined controls
• Protective monitoring approach: We have an incident process in place for both internal and external compromises. We have an SLA depending on the level of severity of the incident. ; Additionally, protective monitoring systems have been set up through Microsoft Azure and Sentry which automatically monitor any compromises or changes across the system.
• 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: Incidents are reported and managed through a ticketing service.

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
  • Equal opportunity
  • Wellbeing

  Fighting climate change

  Agilisys’ Environmental Management System is ISO140001:2015 certified, we understand the critical importance of addressing climate change and have committed to reducing our own carbon footprint while helping our customers to reduce theirs. Through our current initiatives, we have already reduced our GHG emissions by ~13% from our initial baseline, set in FY2021/22. In tackling climate change, we have both client facing and internal objectives to lessen Agilisys’ impact on the environment. Our client focussed objectives include - Providing timely Emissions information; Ensuring that all clients are informed of their GHG emissions on a regular basis as part of standard service reporting; Provide advice and guidance on reducing emissions; Provide information of optimising and efficient utilisation of services to reduce GHG emissions. Our internal objectives have been set to address the mix of emissions that we have across all three scopes and are summarised as - Improving awareness - Ensuring that all employees are informed about Agilisys' net-zero targets, environmental policies, principles, and procedures; Reducing business mileage - business mileage should be within 10% of the 71,611 miles travelled in 2022-23 now that COVID restrictions have been fully lifted; Improved Baselining - We're improving our data collection to create a thorough baseline for tracking all emissions, including non-mandatory aspects. Agilisys is committed to sustainability, through baselining, targeted emission reduction initiatives, and transparent reporting practices and we are continually improving our Environmental Management System. This benefits our clients through - Demonstrable Environmental Impact - our approach ensures a demonstrable reduction in environmental impact through rigorous baseline measurement and optimisation initiatives; A responsible track record - Our EMS is ISO14001:2015 certified and has already delivered a ~13% reduction in tCO2e and our reporting and management are being continually improved; Transparent Reporting - We publish environmental reporting annually, measuring ourselves against our environmental commitments.

  Covid-19 recovery

  Agilisys’ passion and commitment to supporting the recovery from COVID-19 is demonstrated by our co-founder, Manoj Badale, holding a role as Commissioner of the COVID Recovery Commission. The following examples evidence the scale of our commitments and proven approach and ability to deliver exceptional outcomes with our customers: North Lanarkshire Council – Agilisys has designed and developed a series of online modules, in playbook format, to be used by senior phase pupils and modern apprentices. The modules are designed to increase young people’s awareness, motivation, resilience and persistence and include activities and practical exercises to assist them in writing a personal statement or CV, preparing for interview and ultimately tips to help them adjust to the workplace. Helping Hands – In response to the pandemic, Agilisys designed and built a contact management solution that is designed to track both outreach contacts with vulnerable people and identify their specific needs. This solution was deployed on an ’at cost’ basis to thirteen authorities in 2020. Agilisys understands the profound consequences that COVID-19 has had on communities across the UK and has a deep understanding of how to make a positive impact to help stimulate recovery across key areas. Agilisys is operating in the highest growth sector in the UK economy. As a technology and Digital transformation company, we continue to work with our customers in successfully building Digital Skills within communities across the UK. For this reason, we believe Digital Skills is the best and most effective way for us to deliver best value and tangible benefits. In developing the focus of our social value offer we have concentrated on the creation of employment opportunities and the enablement activities of sponsoring and supporting re-training of young people – one of the most impacted generations of our community impacted by COVID-19.

  Tackling economic inequality

  We recognise the problem of workplace inequality and its pernicious impact. Agilisys is committed to ethical behaviour, transparency, and accountability, ensuring trust with clients and partners as part of our core value of Integrity. We are committed to fair working practices for workers in our sphere of influence, including everyone engaged in the delivery of our services. Our approach to tackling workforce inequality is multifaceted, integrating ethical considerations, compliance measures, and committing to fair working practices. We believe that being inclusive is fundamental to project and service delivery, and fair practices are an essential component of workplace wellbeing. Our Chief Executive Officer is responsible for compliance with our workforce inequality policy, which he also sponsors, this is reviewed annually. Under this policy, Agilisys has taken the following steps in relation to slavery and human trafficking: Expanding our whistleblowing policy to cover concerns about slavery or human trafficking; Ensuring practices for checking that all employees are paid at least the minimum wage and have the right to work in the UK; Updating template commercial agreements to include an obligation that suppliers will comply with the Modern Slavery Act, corresponding local legislation or, where no such legislation exists, the spirit of the Modern Slavery Act; Identifying and prioritising high-risk areas in the supply chain. Agilisys is committed to fair working practices for all, and takes rigorous steps at policy and operational levels to tackle workplace inequality. Ethical Framework - Our commitment to an ethical framework ensures the identification and mitigation of modern slavery and human trafficking risks. Legal Compliance - Our rigorous processes manage compliance with all applicable employment laws ensuring legally sound and responsible service delivery. Positive Outcomes - Our regular staff surveys show that our employees value Agilisys’ commitment to workplace equality and making the world a better place.

  Equal opportunity

  We have an active Diversity and Inclusion strategy with initiatives across Agilisys, ensuring that we are a truly welcoming place to work, actively promoting diversity and inclusion. Initiatives include: Reach Network - Agilisys is committed to consistently improving the level of ethnic diversity within the company. The company conducts itself with the following principles in mind: Zero tolerance of Racism and prejudice; Encourage education about racial inequalities; Support for staff is always available. Our Diversity & Inclusion committee drives the notion of a level playing field forward Agilisys has made diversity and inclusion central to its policies. Women in IT - Agilisys actively recruits and develops in-house female talent. Below are some of the initiatives implemented to address gender inequality: Work Shadowing to encourage girls to start their careers in technical roles. Partnering with ADA academy to hire female BAME and LGBTQ+ early tech talent. Embrace & Enable - This network aims to bring together members of the Agilisys community with a physical or mental impairment, developmental condition, or other condition covered by disability legislation in an informal and relaxed way. Through this network, we want to empower Agilisys to be more disability confident, leverage diversity of thought, and create a collaborative, supportive working space where our people can flourish, everyone feels comfortable and safe in the workplace. LGBTQ+ network- This network provides a platform to celebrate the LGBTQ+ community, to challenge prejudice, and to help shape Agilisys into a place where everyone feels safe and comfortable to be their true selves. People don’t need to identify as LGBTQ+ to be involved - the network is for anyone who has an interest in creating a support network, raising awareness, and keeping the business honest in providing equal opportunities as a diverse and inclusive place of work.

  Wellbeing

  Confidently Digital - Invest in new technology to improve people's health, lives and digital services; The rapid pace in the development of ‘Gen-Tech’ such as ChatGPT provides huge potential to improve people’s health, lives, and digital services. Examples of initiatives include: Development of software products that predict frailty amongst the elderly, enabling proactive intervention by Adult Services to help keep people living independently in their own homes for longer, delivering a better quality of life and reducing expenditure on care homes; Gen-Tech powered solutions that can propose optimized care packages for care workers to review/amend/approve, freeing up time to focus on interventions and driving better outcomes; Our RPA, Data and IoT capabilities can, we believe, support our clients in effectively harnessing the future digitally aspirational workforce, and enable deliver of better services at lower cost. Agilisys uses the following approach to ensure our Social Impact commitments on our contracts deliver significant value and maximum impact for the communities, staff, customers and patients that they are intended for. Step 1: Defining Outcomes is a process of agreeing the outcomes with our clients. Step 2: Is the process of agreeing the priorities and cycle of activities. Step 3: Involves a detailed schedule of stakeholder engagements to ensure we communicate and gain buy in to the Social Value Plan and where appropriate sponsors are in place to guide and lead the approach and communications in their localities. We have over 70 local authority partners across the UK. Step 4: Is the Implementation Phase. We will ensure that the plan is well resourced and clear governance is in place to maintain momentum and ensure decisions and activities are kept on track.

Pricing

• Price: £24,000 an instance a year
• Discount for educational organisations: No
• Free trial available: Yes
• Description of free trial: 30 Day 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 info@agilisys.co.uk. Tell them what format you need. It will help if you say what assistive technology you use.