FORFRONT LIMITED

Tellos engagement platform

Tellos is the engagement platform built to reach the right people with the right message via the right channels.

Tellos gives you an organisation-wide solution for promoting news, events, and consultations on a hyperlocal basis.

Features

• Omnichannel content publishing and engagement
• Targeting and campaign orchestration
• Event promotion and management
• Survey promotion and analysis
• Track WhatsApp and SMS engagement
• Track intranet and Microsoft Teams engagement
• Real-time dashboards and analytics
• Security, compliance and UK data sovereignty
• UK-based infrastructure, data storage and operations
• Official identity support (gov.uk / nhs.uk / police.uk)

Benefits

• Engage residents and staff at scale
• Align communications and service messaging
• Accelerate feedback capture for questions and surveys
• Target based on demographic, behavioural and geospatial criteria
• Maximise event attendance and organise event communications
• Personalise messages using segmentation and dynamic content
• Improve engagement and reduce messaging fatigue through automated targeting
• Segment platform for multiple audiences
• Promote content in multiple languages
• Free training and proactive support

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

Framework

G-Cloud 15

Service ID

369862452167464

Contact

Daniel Hare
020 3320 8777
admin@forfront.com

About your service

• Service categories:

  Applications

  Content workflow and management

  Content services

  • Content Sharing and Collaboration Applications

  Persuasive content management

  • Content Marketing Applications

  Enterprise portals and digital workspaces

  • Multi-Audience Portals
• Multi cloud support: Yes

Service scope

• Software add-on or extension: No
• Cloud deployment model: Hybrid cloud
• Service constraints: We proactively inform our customers of any scheduled maintenance or if there is an issue affecting the platform by e-mail and in-product notifications.
• System requirements: Requires a browser with internet access

User support

• Email or online ticketing support: Yes
• Support response times: Our Customer Success team will respond promptly during standard support hours. Monday - Friday, 8:30am - 6pm.; ; Our median first response time in 2025 was under 2 minutes. Median time to resolve in 2025 was 2 hours 55 minutes.; ; Overall customer satisfaction (CSAT) score for 2025 was 97.8%.; ; 24/7 support is available for critical issues. ; ; Our team also proactively monitor our systems 24/7.
• User can manage status and priority of support tickets: No
• Phone support: Yes
• Phone support availability: 9 to 5 (UK time), Monday to Friday
• Web chat support: Yes
• Web chat support availability: 9 to 5 (UK time), Monday to Friday
• Web chat support accessibility standard: WCAG 2.2 AA
• Web chat accessibility testing: Our web chat technology is provided by a third party who undertake testing and review, more information is available https://www.intercom.com/blog/messenger-accessibility/.
• Onsite support: Yes, at extra cost
• Support levels: Support is included as part of your software subscription. Our Customer Success team provide remote support for a full range of issues including technical support, training, best-practice advice, account management and administration.; ; On demand support materials are also provided in the form of videos, interactive guides, written guides and help documentation.; ; We also provide proactive support to ensure customers can derive maximum benefit from using our solutions.; ; Priority is given to issues that prevent a customer from using the software to complete a time sensitive task as per our published SLAs. ; ; Our Customer Success team are supported by our technical teams including Infrastructure and development. Our Infrastructure team who continually monitor our solutions and solve issues proactively.
• Support available to third parties: Yes
• AI chatbot: No

Onboarding and offboarding

• Getting started: We offer a fully managed onboarding service. Our G-Cloud pricing document sets out various onboarding options that represent a typical deployment for different use cases and different types of public sector organisation.; ; Our onboarding team will provide project management, consultancy, training and design work to get things set up to your specific requirements. Simple projects can be delivered in days. Projects for larger organisations typically last between 6-8 weeks depending on the requirements in areas such as integration and migration from another solution.; ; New user training is included as standard at any time and our team can also provide bespoke training remotely or in person.; ; For all G-Cloud customers we provide a dedicated testing account, support for official domains and proactive DNS monitoring via NCSC Mailcheck.; ; GovDelivery Migration service is also available
• Service documentation: Yes
• Documentation formats:
  • HTML
  • PDF
• End-of-contract data extraction: The platform caters for bulk data export via UI or API with relevant permissions.
• End-of-contract process: The contract will end at the point the license expires, unless a renewal is agreed. The license includes the purchased software, hosting arrangements, all product updates and standard support.; ; All data, reports and templates are available for extraction up until the date of leaving without charge. Once deadline has been reached, account is closed and archived. After this period the account will be deleted from the system and only an archived backup copy will be kept for the period required by data protection guidelines.
• Documentation accessibility standard: WCAG 2.2 AA

Using the service

• Web browser interface: Yes
• Supported browsers:
  • Microsoft Edge
  • Firefox
  • Chrome
  • Safari
  • Opera
• Application to install: No
• Designed for use on mobile devices: Yes
• Differences between the mobile and desktop service: Landing page authoring is only available on desktop service.
• Service interface: No
• User support accessibility: WCAG 2.2 AA
• API: Yes
• What users can and can't do using the API: REST API accessible over HTTPS.; ; API access is granted by an API key that can be restricted to specific accounts and IP addresses where necessary. API key requests must be submitted by an authorised administrator via our support system. The appropriate login credentials are then supplied to the client who will use these credentials in all API requests.
• API documentation: Yes
• API documentation formats:
  • Open API (also known as Swagger)
  • HTML
  • PDF
• API sandbox or test environment: Yes
• Customisation available: Yes
• Description of customisation: Custom fields can be added to contact, article, event and question entities.

Scaling

• Independence of resources: Each customer has their data stored in a separate dedicated database. Our infrastructure has a high degree of flexibility to cope with peak demand.

Analytics

• Service usage metrics: Yes
• Metrics types: Dashboards and advanced analytics help you to understand the performance of content, campaigns and channels.; ; Question and event responses are tracked and reported at both a contact and campaign level. Sentiment analysis is available for the relevant Question types.; ; WhatsApp and SMS usage is also tracked and available as a report.; ; Our account management team provides quarterly and annual performance reviews identifying opportunities for improved service usage.
• Reporting types:
  • API access
  • Real-time dashboards
  • Regular reports
• Resource tagging: No
• FOCUS resource tagging: No

Resellers

• Supplier type: Not a reseller

Staff security

• Staff security clearance: Other security clearance
• Government security clearance: Security Clearance (SC)

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 4.0)
• Penetration testing frequency: At least once a year
• Penetration testing approach: ‘IT Health Check’ performed by a CHECK service provider
• Protecting data at rest: Physical access control, complying with SSAE-18 / ISAE 3402
• Data sanitisation process: Yes
• Equipment disposal approach: Complying with a recognised standard, for example CSA CCM v4.0, CAS (Sanitisation) or ISO/IEC 27001
• Data sanitisation type: Deleted data can’t be directly accessed / Cryptographic Erasure

Data importing and exporting

• Data export approach: Via user interface
• Data export formats:
  • CSV
  • Other
• Other data export formats: Via API or integration
• Data import formats:
  • CSV
  • Other
• Other data import formats:
  • Excel
  • Via API or integration

Data-in-transit protection

• Data protection between buyer and supplier networks:
  • Private network or public sector network
  • 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: The platform operates a 99.9% availability with scheduled maintenance windows out of hours. Customers are immediately informed if there is an issue affecting services via e-mail and platform notifications. If it is a high or crisis priority issue, the customers will be periodically updated with the status. All the time frames above are based on the working hours schedule 09:00 – 18:00 Monday to Friday excluding Public Holidays.
• Approach to resilience: High availability architecture
• Outage reporting: Outages detected by our monitoring systems result in 24/7/365 notifications to the Operations Team. They would triage and if necessary, escalate these issues.; ; Clients are notified within the platform and by email to the client's authorised administrator. Details of both the cause and mitigation are available on request.; ; Any serious unexpected or long outages result in communication to authorised administrators of affected customers. Details of both the cause and mitigation are available on request.

Identity and authentication

• User authentication needed: Yes
• User authentication:
  • Multi-Factor Authentication (MFA)
  • 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: Enforcement of either MFA or SSO login. Passkeys optional.
• 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
  • Other
• Description of management access authentication: The management of the platform can only be performed from a separate Office network which is linked via dedicated/permanent IPSec Site to Site VPN Tunnel. This VPN Tunnel is protected by AES256 encryption and SHA256 authentication with pre-shared key. Access via this Site-to-Site VPN is further restricted at user level to only authorised personnel by 3rd party software with encrypted username 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: User-defined
• Access to supplier activity audit information: Users have access to real-time audit information
• How long supplier audit data is stored for: User-defined
• 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: ISO/IEC 27001
• Information security policies and processes: We are ISO 27001 accredited and Cyber Essentials Plus Compliant. We have implemented DevOps processes and practices. The website adheres to the OWASP standards for web security.; ; Only tested code is promoted from Development to UAT to Production via use of automated deployment system. It is not possible for code to be promoted to Production without first going to the Development and UAT environments.; ; We review our implemented policies annually.
• Software Security Code of Practice: Yes

Operational security

• Configuration and change management standard: Supplier-defined controls
• Configuration and change management approach: Changes requested to a system are written up into a UAC driven change request specification document, with supplied estimates for delivery. This takes into consideration both standards agreed with the client and any security standards the platform must adhere to; e.g. OWASP best practices.; ; The deliverable components of a specification are created as tasks in our issue tracking system and assigned to a SPRINT delivery. Code changes are checked-in against a task to provide an audit that will be reviewed and tested.; ; Only the release management team can promote software to public facing environments, using an automated delivery platform.
• Vulnerability management type: Supplier-defined controls
• Vulnerability management approach: Issues encountered by users of the system go to first line support who will triage the issue. Issues encountered by the application or monitoring facilities are triaged by the Operations Team. These issues can be received by: Text, Phone, Web Chat or Email.; ; Triaging takes into consideration the impact of an issue according to our definitions associated with Critical, High, Medium and Low priority issues.; E.g. Critical issues are where the system is unusable or cannot be used to carry out critical business functions and no work around exists.
• Protective monitoring type: Supplier-defined controls
• Protective monitoring approach: Firewall logs and application notifications are monitored and Forfront can respond quickly to any incidents.; ; Cloud security services including WAF OSWAP and DDoS protection.
• Incident management type: Supplier-defined controls
• Incident management approach: Users may report incidents by phone, email or via chat. Once escalated, we have incident management processes which cover roles and responsibilities for incident handling. Updates will usually be provided to affected customers in real time. Details of cause and mitigation are available on request to authorised administrator contacts.
• Post-quantum cryptography secure: Yes

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 v4.0)

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: 16%
• Between £250,000 and £500,000: 16%
• Between £500,001 and £1,000,000: 16%
• Between £1,000,001 and £2,500,000: 16%
• Between £2,500,001 and £5,000,000: 16%
• Over £5,000,001: 16%

Non-mandatory Standards and certifications

• ISO/IEC 27001 certification: Yes
• Who accredited the ISO/IEC 27001: URS (United Registrar of Systems)
• ISO/IEC 27001 accreditation date: Wednesday 30 October 2024
• What the ISO/IEC 27001 doesn’t cover: N/A
• ISO 28000:2022 certification: No
• ISO 9001 certification: No
• Quality management systems (QMS): No
• CSA STAR certification: No
• PCI certification: No
• Cyber essentials: Yes
• Please provide your Cyber Essentials Certificate Number: 9492780a-d198-4583-8993-d3ea100b2be3
• Cyber essentials plus: Yes
• Please provide your Cyber Essentials Plus Certificate Number: F1d8cb5c-4d4b-4fba-885b-d2e7f0684d03
• Other security certifications: Yes
• Any other security certifications: NHS DSP Toolkit

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

    • New apprenticeships on the contract workforce in the relevant area that meet the criteria set out in MAC 1b
    • 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
    • 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
    • Payment of more than the National Minimum Wage or National Living Wage (as appropriate) to the contract workforce
    • 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
    • Measures to support in-work progression to help people in the contract workforce, to move into higher paid work by developing new skills relevant to the contract
    • 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
    • Outline policies and practices to be applied to or put in place for the contract to mitigate and manage modern slavery risks, including: Pre-employment checks, recruitment practices. Workplace conditions, safeguarding plans and processes in place and regular monitoring with relevant groups considered, which may include sampling
    • Means of influencing staff, suppliers, customers, communities and/or any other appropriate stakeholders with respect to modern slavery risks relating to the contract

  • 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.

    • Understanding of employment and relevant skills issues, and of the education and training issues relating to the contract. Illustrative examples: demographics, skills shortages, new opportunities in high growth sectors, geographic/local community and skills/employment challenges
    • Support for educational attainment relevant to the contract, including training schemes that address skills gaps and result in recognised qualifications
    • 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
    • Delivery of apprenticeships, supported internships and T Level industry placement opportunities (Level 2, 3 and 4+) in relation to the contract

  • 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 3: Resilient, innovative and flexible supply chains: Support economic growth through enabling resilient businesses, opportunities for small businesses and voluntary, community and social enterprises

    • Understanding of the types of businesses in the market and the level of participation by new businesses, entrepreneurs, start-ups, SMEs, VCSEs and mutuals
    • Understanding of local demographics, needs and opportunities for the co-design of the goods, services and works to be delivered under the contract
    • Methods for engaging with different parts of the community (including the education system and charities representing the community) and how communities come together to inform decisions, strategy and projects to leave a positive legacy for future generations
    • Measures to involve local stakeholders and/or users in design (e.g. in the design of services, systems, products or buildings)
    • Measures for making facilities used in the delivery of the contract available for community groups, education or training
    • Plans to respond flexibly and adapt approaches to community engagement and initiatives
    • Support for community-led initiatives relevant to the contract. Illustrative examples: improving transport links; reducing loneliness; helping with English language proficiency; and facilitating social mixing among people with different backgrounds
    • Collaborating with anchor institutions and community groups to make facilities available for education, training or community events

  • Mission: Make Britain a clean energy superpower: To cut bills, create jobs and deliver security with cheaper, zero-carbon electricity by 2030, accelerating to net zero

    Policy Outcome 4: Sustainable procurement practices: Reducing carbon footprints, minimising waste, and promoting the use of clean energy and green technologies.

    • Understanding of opportunities for additional environmental benefits delivery in the performance of the contract, including working towards net zero carbon emissions and use of clean energy and green technologies
    • Collaborative ways of working with the supply chain to deliver additional environmental benefits in the performance of the contract, including working towards net zero carbon emissions and use of clean energy and green technologies
    • Delivery of additional environmental benefits through the performance of the contract, including working towards net zero carbon emissions and use of clean energy and green technologies
    • Understanding of how to influence staff, suppliers, customers, communities and/or any other appropriate stakeholders through the delivery of the contract to support climate and nature protection and improvement
    • Activities to reconnect people with the environment and increase awareness of ways to protect and enhance it

  • 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
    • 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
    • Offering a range of quality opportunities with routes of progression if appropriate, e.g. T Level industry placements, students supported into higher level apprenticeships.
    • 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

  • 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 the issues affecting the development of new skills by target cohort
    • Other measures to offer development opportunities for the target cohort(s) in the contract workforce
    • Advertising, promotional and outreach activities designed to raise awareness of the offer to reach the target cohort
    • Understanding of issues relating to entering the contract workforce

  • Mission: Build an NHS fit for the future: That is there when people need it; with fewer lives lost to the biggest killers; in a fairer Britain, where everyone lives well for longer.

    Policy Outcome 8: Increasing productivity through physical and mental wellbeing: In the supply chain and communities in the relevant area.

    • Understanding of issues relating to health and wellbeing, including physical and mental health, in the contract workforce
    • Understanding barriers to access to health and social care services or employment opportunities e.g. digital inclusion

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