Oak Engage Limited

Oak Engage

We're an award-winning employee app and intranet solution, on a mission to make communication simple. We transform how businesses work and communicate, wherever they are. We're trusted by the world's biggest brands and address their communication challenges head on to empower people.

Features

• A branded and intuitive mobile app for deskless employees
• Content creation and personalised feeds, powered by AI
• Social features like Hubs create close communities and encourage collaboration
• Intuitive CMS that allows you to easily create engaging content
• A single source of truth to manage documents and policies
• Comprehensive integrations that streamline access to multiple tools
• Tailored and automatically generated email news round-ups
• In-depth analytics with actionable insights to refine your strategy
• Efficiently track and resolve issues with our HR help desk
• Promote accessibility with on-demand translation in over 127 languages

Benefits

• Keep employees informed and engaged, any time, anywhere
• Reduce noise for employees with targeted and relevant news feeds
• Quick and easy access to essential tools and information
• Save time and effort and streamline internal processes
• Ensure your comms are truly accessible and inclusive
• Create engaging and attractive content without relying on designer support
• Create a close community and celebrate team achievements
• Reduce number of channels with seamless and flexible integrations
• Make data driven decisions with analytics on behaviour and engagement
• One secure single source of truth for your people

£15,000.00 an instance a year

• 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 jake.armstrong@oak.com. Tell them what format you need. It will help if you say what assistive technology you use.

Framework

G-Cloud 14

Service ID

337930589371129

Contact

Jake Armstrong
03333443593
jake.armstrong@oak.com

Service scope

• Software add-on or extension: No
• Cloud deployment model: Public cloud
• Service constraints: Oak is a cloud service accessed via a browser or mobile app. The vast majority of updates require no downtime and are fully managed by the Oak team.
• System requirements:
  • Browsers: Chrome, Microsoft Edge
  • Platforms - Windows(7+), Apple macOS(10.13+), iOS(10+), Android(5+)

User support

• Email or online ticketing support: Email or online ticketing
• Support response times: Oak offers 24/7 support for critical tickets. ; ; Our standard SLAs are as follows:; Critical: 2 Hours; High: 4 Hours; Medium: 4 Days; Low: 10 Days
• User can manage status and priority of support tickets: Yes
• Online ticketing support accessibility: WCAG 2.1 AA or EN 301 549
• 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: Oak use Zendesk to carry out support ticket management and chat services. Zendesk have carried out its own accessibility testing with more details available here: https://www.zendesk.co.uk/company/agreements-and-terms/accessibility/
• Onsite support: Yes, at extra cost
• Support levels: Oak has Silver, Gold, Platinum and Platinum+ level support tiers with their own Response Time SLAs outlined below. Support is priced into the Oak subscription. ; ; As well as an in-house support team, all Oak customers have a dedicated Customer Success Manager who will act as your main point of contract throughout your subscription. ; ; Silver; P1 - 2 hours ; P2 - 8 hours ; P3 - 48 hours ; P4 - 80 hours ; ; Gold; P1 - 1 hour; P2 - 2 hours ; P3 - 32 hours ; P4 - 80 hours ; ; Platinum; P1 - 30 mins; P2 - 1 hour ; P3 - 24 hours ; P4 - 56 hours; ; Platinum+; P1 - 30 mins; P2 - 30 mins ; P3 - 16 hours ; P4 - 40 hours
• Support available to third parties: Yes

Onboarding and offboarding

• Getting started: Oak has a dedicated Implementation team whose approach is based on a methodology that emphasises collaboration, stakeholder engagement, and effective change management aligned with your goals and objectives.The primary aim of our approach is to help you deliver the project most efficiently whilst adding the most value.; ; To help you achieve this, we provide a combination of tried, tested, and trusted services together with an experienced, in-house, implementation team including a Implementation Consultant, Customer Success Manager, Technical Solution Architect, Design/Brand Specialist and Knowledge Transfer Specialist.; ; This team will guide you through every step of the project via a series of workshops addressing every aspect of the implementation.; ; Our training services are online, live sessions are conducted over Zoom, with a member of our training team. These instructor-led sessions are conducted in a workshop style with a mix of instruction and hands-on.; ; Self-paced courses are accessed via our Oak Academy and are video-based with key learning points and end of chapter assessments to consolidate the learning outcomes for each topic.
• Service documentation: Yes
• Documentation formats:
  • HTML
  • PDF
• End-of-contract data extraction: At the end of the contract Oak Engage will work with our customer to provide (where possible) their required data. The process and format of this is dealt with on a case by case basis depending on the request.
• End-of-contract process: Oak is a subscription service, in the event of a cancellation, the service will remain available until the agreed service end date.; ; Due to the cloud nature of Oak, no special provision is made within the contract for offboarding, however, we will support any reasonable requests that allow for a smooth offboarding process. Should this request require specialist support, this will be provided on a consultative basis, charged at the standard daily rate contained within the Oak contract.

Using the service

• Web browser interface: Yes
• Supported browsers:
  • Microsoft Edge
  • Firefox
  • Chrome
  • Safari
• Application to install: No
• Designed for use on mobile devices: Yes
• Differences between the mobile and desktop service: Oak can be accessed via a dedicated mobile app or mobile browser. The mobile experience does not remove any core functionality and can be fully optimised to create a customised app experience if required.
• Service interface: Yes
• User support accessibility: WCAG 2.1 AA or EN 301 549
• Description of service interface: Oak's service interface is highly customisable and offers the interactive experience you would expect in an intranet / internal comms-type tool. More details and examples of this can be found in the Service Definition documentation.
• Accessibility standards: WCAG 2.1 AA or EN 301 549
• Accessibility testing: We have a partnership with an accessibility consultant who carries out yearly audits of the product. In between these audits, we carry out spot tests of certain areas of the product. In addition, all our engineers and QA staff are web accessibility trained and we ensure all new features are tested to WCAG 2.1 AA standards before release.
• API: Yes
• What users can and can't do using the API: More details on the API can be provided upon request.
• API documentation: Yes
• API documentation formats: PDF
• API sandbox or test environment: Yes
• Customisation available: Yes
• Description of customisation: Our unique customisation options will enable you to fully design your intranet to ensure it truly reflects your brand. Oak allows you to set brand colours, typography and your logo to make sure your values and company culture are represented throughout. This gives you complete control, without the need to rely on technical expertise or designer support.; ; System Admins have access to our intuitive CMS. The drag and drop functionality simplifies the creation of attractive homepages, all within a few clicks! Experiment with our wide range of page layouts, applets and content features across your intranet to create a window into your organisation. If you are struggling to bring your ideas to life, we have design experts on hand who are happy to help.; ; You can tailor homepages for different departments, offices or audiences to increase engagement and streamline communication of important updates. Transform your onboarding process with fully customised homepages for new starters that can house all relevant onboarding information. Plus we work to WCAG accessibility standards, meaning our homepages are accessible to everyone.

Scaling

• Independence of resources: Oak is a multi-tenant application, and tenant isolation is of utmost importance. We have created a framework in which tenant isolation is baked in at the lowest level.; ; Oak is monitored twenty-four hours a day, seven days a week, by a team of on-call engineers. Should there be any potential disruption to the service, automated alerts are raised with that team. They can proactively isolate services to ensure no disruption is experienced.

Analytics

• Service usage metrics: Yes
• Metrics types: We have a comprehensive analytics package included as part of the Oak solution. This can be used to give you a wide range on insights for both creation and consumption of all types of content. It also offers insights into searches, and employee adoption.; ; We have recently added an exciting new AI query capability to our reporting suite, this allows users to query the reporting using natural language and ask for data to be presented in multiple visual styles.; ; For our Platinum Enterprise customers, we also offer a custom report creation service.
• 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
  • European Economic Area (EEA)
  • Other locations
• 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 once a year
• Penetration testing approach: Another external penetration testing organisation
• 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: Yes
• Data sanitisation type: Explicit overwriting of storage before reallocation
• Equipment disposal approach: In-house destruction process

Data importing and exporting

• Data export approach: Where appropriate, users can download data from the Oak product. Typically this is provided in a Microsoft Excel (xslx) format and is security controlled.
• Data export formats:
  • CSV
  • Other
• Other data export formats: XLSX
• Data import formats:
  • CSV
  • Other
• Other data import formats: XLSX

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: Oak offers guaranteed uptime of 99.9%. Service credits (outlined below) are offered should Oak fall below this SLA.; ; Service Availability in Measurement Period - Service Credit (as a percentage of the Monthly Fee); ; Lower than 99.9% but equal to or higher than 99.25 - 10%; Lower than 99.25% but equal to or higher than 99.00% - 15%; Lower than 99.00% but equal to or higher than 98.75% - 20%; Lower than 98.75% - 25%; ; More details on service credits can be found in Oak standard terms.
• Approach to resilience: Oak utilises best of breed, Microsoft Azure datacentres to deliver the service. Further information is available upon request.
• Outage reporting: Any disruption to the service is reported via our public service status page. ; ; Disruptions will also be communicated to customers via email updates and directly through their Customer Success Manager.

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: User Roles and permissions within the Oak platform are controlled through a set of user groups. ; ; User Groups can be: ; - System-generated based on data within the platform (smart groups); - Dynamic based on a set of criteria; - Set up manually on an ad hoc basis; ; You can use a combination of these to serve your specific needs for control and communication.; ; Adding and moving people between groups is quick and easy via a management tool. User provisioning can be managed through out of the box integrations with Workday, OKTA or Azure AD.
• 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 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: 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: Citation ISO Certification Limited
• ISO/IEC 27001 accreditation date: 16/05/2019
• What the ISO/IEC 27001 doesn’t cover: N/A - all of our service is covered by the ISO 27001 certification
• ISO 28000:2007 certification: No
• CSA STAR certification: No
• PCI certification: No
• 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: We conform to IS27001, which includes detailed processes covering how we manage security.; ; We are happy to provide further information and discuss any specific queries as part of any procurement process.

Operational security

• Configuration and change management standard: Supplier-defined controls
• Configuration and change management approach: Oak is developed using a modern agile development process, with a focus on quality over release velocity. All code is source controlled using Microsoft’s Azure DevOps platform, and it is reviewed regularly on an informal basis, and formally before release.; ; As part of the release process, one of our QA Security Specialists will perform checks on key security aspects of Oak. This testing will confirm that all the inbuilt protections in Oak are working as expected, and that the surface-area of the application has undergone no unexpected changes. Automated vulnerability checking as also performed at this time.
• Vulnerability management type: Supplier-defined controls
• Vulnerability management approach: Security and penetration testing are a fundamental part of Oak development and testing. For internal testing, we use several products, including the popular Acunetix scanning tool.; ; Our external security and penetration testing is undertaken by the NCC Group, and includes threat modelling assessment, infrastructure, web application and mobile testing. As we are always developing new features, we make sure these tests are repeated on a regular basis.; ; Should a vulnerability be identified we have emergency release procedures that us to deploy 'fixes' quickly.
• Protective monitoring type: Supplier-defined controls
• Protective monitoring approach: Oak is monitored 24/7, any unusual activity is flagged automatically to our DevOps team who are always on call.; ; Any incident that arises as a result of this monitoring is dealt with using our incident management or Emergency Incident Processes as appropriate.; ; Emergency escalations are in place to ensure immediate resolution should it be required.
• Incident management type: Supplier-defined controls
• Incident management approach: We have a comprehensive Incident Management process.; ; Our dedicated support team is available to deal with any issues that may arise.; ; Tickets can be logged through several channels:; - Oak Support Portal. This can be accessed directly from your Oak site using a seamless single sign-on link. Within the portal, you can track, view and update all tickets raised by yourself or your organisation and raise new tickets.; - Chat via the Oak Support Portal; - Call us free and speak with our team directly.; - Email us; ; Any major incidents are reported via our status site.

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
  • Wellbeing

  Fighting climate change

  As a contribution towards the Net Zero Newcastle 2030 Action Plan and aligned with our Environmental Policy we undertake green computing initiatives to reduce the environmental effect of our IT operations. Settings on our equipment are designed to maximise energy efficiency during product lifetime and all equipment is re-purposed for re-use or is recycled. Where it is necessary to dispose of equipment then this is done using green IT disposal service providers who commit to a secure, ethical service and are Environment Agency registered. The nature of our business in cloud computing addresses two major challenges related to green computing which are energy usage and resource consumption. Using a dynamic provisioning environment, multi-tenancy platform and green data centres means our customers can reduce their direct energy consumption by up to 30% and carbon emissions by up to 90% by moving certain on-premises applications into the cloud.

  Wellbeing

  As an intranet company, we have a unique capacity to facilitate the creation of communities. By leveraging our expertise in digital communication and collaboration platforms, we strive to support a healthier, stronger, and more integrated employee base.; ; We start our journey with every customer by understanding the needs of their different users, particularly the need for connection, support, and wellbeing. We engage with their users and communities in the early stages of design, fostering a co-creative process that prioritises their voices. This collaboration results in an intranet ideally built for the customer, integrating functionalities like forums, team spaces, and wellbeing resources that resonate with the users' preferences and needs.; ; New customers co-construct their platform in the implementation process by participating in feedback sessions, pilot testing, and refinement processes, enhancing the system's user-friendliness, engagement, and effectiveness. This inclusive approach not only ensures their intranet is oriented to their specific users but also promotes a sense of ownership and belonging among the community members, reinforcing integration and cooperation.; ; When implementing our customers' intranets, we integrate the ethos of community wellbeing into our delivery process. The intranet platform provided is not just a product, but a service fostering connectivity and wellbeing. This includes user training sessions, regular system updates based on user feedback, and continuous technical support, enabling users to utilise the intranet system efficiently for communication, collaboration, and community building.

Pricing

• Price: £15,000.00 an instance a year
• 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 jake.armstrong@oak.com. Tell them what format you need. It will help if you say what assistive technology you use.