Netcel

Website Design and Development

Netcel is a leading digital product consultancy, helping organisations discover, create and improve digital experiences. We meet the reactive and proactive needs to maintain and continuously improve intelligent digital products using the power of insight, design thinking and unlocking the potential of Optimizely (Episerver) DXP technology.

Features

• Priority application support (SLA based) for urgent changes
• Regular Optimizely updates to access new features and security enhancements
• Annual Optimizely training so the editorial team maximise the technology
• Site speed performance audits to keep pace with search engines
• Security audits and analysis to maintain standards
• Regular releases for hygiene, optimisation and significant product improvements
• Release and backlog planning to always deliver highest priorities
• Analytics & analysis to measure each release impact

Benefits

• Peace of mind, reactive SLA based support
• Proactive, audits and training to identify areas of improvement
• Pace of change, regular releases drive continuous improvement
• Evidenced, defined analytics means improvements are measured
• Move from Business-as-Usual to Learning-as-Usual to be insight led

£600 to £1,995 a unit a day

• Education pricing available

Service documents

• Pricing document

  PDF

• Skills Framework for the Information Age rate card

  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 tom.denbigh@netcel.com. Tell them what format you need. It will help if you say what assistive technology you use.

Framework

G-Cloud 14

Service ID

394089477236720

Contact

Tom Denbigh
02037430149
tom.denbigh@netcel.com

Planning

• Planning service: Yes
• How the planning service works: We structure our upfront and continuous planning (discovery) process across three fundamental stages: Define, Ideate and Deliver – combining the key dimensions of Experience, Technology and Data, and lasting Digital Capability. We firmly believe plans and roadmap evolve as we learn through continuous discovery – about the market, the opportunities and how users’ needs are different in the context of needs and motivations. Our Service Designers, Business Analysts, Solution Architects and Client Leads partner with you to use insights to align your objectives, potential initiatives and measurement within a prioritisation framework, so that we can establish a continuous improvement roadmap based on potential solutions. Each iterative release will deliver against the roadmap, and can flex according to duration, and resource (investment and team size will flex according to the backlog).
• Planning service works with specific services: Yes
• Hosting or software services the planning service works with:
  • Optimizely Digital Experience Platform (DXP/CMS)
  • Episerver Digital Experience Platform (DXP/CMS)

Training

• Training service provided: Yes
• How the training service works: Whilst we always recommend vendor training, Netcel will carry out tailored solution specific training for end users of the solution to ensure they have a thorough understanding. Options for training that can be provided include: - Trainings Needs Analysis - Vendor training - Train the trainer - Exercise books - Bespoke user manual - Training Videos - Facilitation days and workshops
• Training is tied to specific services: Yes
• Services the training service works with:
  • Episerver Digital Experience Platform (DXP/CMS)
  • Optimizely Digital Experience Platform (DXP/CMS)

Setup and migration

• Setup or migration service available: Yes
• How the setup or migration service works: Where you are already an Optimizely customer, we’ve built a tried and tested process, the outcome of which is the smooth transition of services, meaning we can operate under SLA from day one of service commencement. Importantly, we don't have to wait for the transition to be completed before we can start implementing changes. The service transition (migration) can cater for both existing on-premise and cloud-based setups. During the tried and tested process we: replicate the existing technical solution within our development and other applicable environments so that we can commence delivery operations from the point of agreed service handover. We identify both data, technical and Infrastructure risks. Benchmark frontend performance, accessibility, load test and website security. Assesses solution architecture and feature usage. Identifies integration points to assess stability. All part of wider client onboarding programme.
• Setup or migration service is for specific cloud services: Yes
• List of supported services:
  • Optimizely Digital Experience Platform (DXP/CMS)
  • Episerver Digital Experience Platform (DXP/CMS)

Quality assurance and performance testing

• Quality assurance and performance testing service: Yes
• How the quality assurance and performance testing works: Our approach to Quality Assurance and Testing is firmly embedded within our delivery sprints. In order to ensure the most appropriate programme of test phases we develop a test strategy, including clear definitions for each of the test phases. Tests will be designed against requirements and will be documented in the test management tool. As a part of this process, tests will be prioritised against critical areas of the solution, so that the most important tests can be run first, but also so that the metrics of tests run /passed / failed against critical areas can easily be measured and reported on. Test strategies will include: unit testing, functional testing, system integration testing, performance testing, automated regression pack. For security testing, we always advise engaging an security compliance partner for an independent assessment.

Security testing

• Security services: Yes
• Security services type:
  • Security strategy
  • Security risk management
  • Security design

Ongoing support

• Ongoing support service: Yes
• Types of service supported: Hosting or software provided by a third-party organisation
• How the support service works: Netcel provide ongoing technical support of your Optimizely solution to ensure it remains available and operational. Our standard service is provided on a fixed monthly fee, comprising:; ; Reactive support - Providing a peace of mind service to resolve a P1 or P2 bug or error that has occurred within the solution that previously worked.; ; Editor support - Support for editors via the support desk, to answer no-code editor-led tasks.; ; Service management - Day-to-day triaging and management of all incidents and tasks, ensuring effective responses and resolutions. Quarterly services reviews to review support trends and performance.; ; Regular Optimizely updates - Proactive minor updates ensuring the underlying Optimizely product is maintained, and the latest security updates, fixes and features are applied. ; ; The Support service is provided on a quarterly purchase and usage and the contact tools used include: Zendesk – A cloud-based ticketing system that offers access to all your ticketing information 24/7/365. Emails, Telephones & Screen shares – You can still log tickets and communicate with the team via more traditional methods. Staffed from 8am to 6pm, Monday to Friday, excluding all UK Public Holidays.

Service scope

• Service constraints: Our main support service currently operates between 8am and 6pm GMT, however we do offer an optional 24/7 Priority One on call support service. Customers can still log and update tickets 24/7 via an online portal.

User support

• Email or online ticketing support: Email or online ticketing
• Support response times: We offer four priority support levels (P1, P2, P3 & P4). Priority One is assigned to system down or significant-loss-of-business events, with a response time of up to 1 hour and 4-hour fix time. Priority Two issues carry a response time of up to 4 hours and a fix target of 2 business days. Under the standard support agreement, Netcel’s support desk is manned 8am-6pm UK time, Monday-Friday, excluding public holidays. We can potentially offer a 24/7 support service.
• 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: No
• Support levels: We have 5 different support levels which are carried out on a time and materials basis. Typical response times for all defect levels are as follows: Priority One - Response is up to 1 hour (catastrophic & functional critical); Priority Two - Response is up to 4 hours (functional critical); Priority Three - Response is up to 2 working days (functional non-critical); Priority Four- Response is up to 2 working days (minor); Maintenance - Response is up to 2 working days; Priority One or Two levels are dealt with as a matter of urgency based on the SLA response and fix times. Typically, these are deployed as hot fixes due to the nature of the issues, hence the name priority support. Priority Three and Four support requests can also be deployed as hotfixes. However, where there isn’t an immediate need to resolve the issue, greater efficiencies can be leveraged by combining tickets into regular deployment windows (typically monthly). This is a managed process with the involvement of a BA / PM to identify and review the requirements for the next release. A member of the support triage team is responsible for resolution of each support ticket.

Resellers

• Supplier type: Not a reseller

Staff security

• Staff security clearance: Other security clearance
• Government security clearance: Up to Baseline Personnel Security Standard (BPSS)

Standards and certifications

• ISO/IEC 27001 certification: Yes
• Who accredited the ISO/IEC 27001: Approachable Certification Ltd
• ISO/IEC 27001 accreditation date: 02/10/23
• What the ISO/IEC 27001 doesn’t cover: All current services are covered by ISO/IEC 27001
• ISO 28000:2007 certification: No
• CSA STAR certification: No
• PCI certification: No
• Cyber essentials: Yes
• Cyber essentials plus: No
• 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

  At Netcel, we are committed to reducing our environmental impact and promoting sustainability in all aspects of our business. Our mission is to reduce our impact on the environment by implementing sustainable practices that prioritise renewable resources, minimise waste, and promote eco-friendly solutions. Through making changes to our day-to-day activities by recycling, rehoming retired technology, and opting for sustainable learning and development through online learning platforms our team have adopted sustainable practices, and encouraged energy efficiency.

  Covid-19 recovery

  Netcel are committed to continue to provide hybrid and remote working to all our team not just for wellbeing, but to support those who are potentially most at risk from COVID-19. • As well as having a qualified mental health practitioner in the team, we are able to offer access to mental and physical health support services to our team through partnering with Healthshield.

  Tackling economic inequality

  Netcel is Living Wage Accredited - Netcel are committed to provide employment and training opportunities for new talent within the high growth digital industry. Our corporate training programme provides paid-for training programmes to enable our junior team members to build on their existing capabilities, develop new skills, and progress within the business.

  Equal opportunity

  Netcel will not tolerate discrimination against its employees on the basis of their gender, sexual orientation, marital or civil partner status, gender reassignment, race, religion or belief, colour, nationality, ethnic or national origin, disability or age, pregnancy or trade union membership or the fact that they are a part-time worker or a fixed-term employee (‘Protected Characteristics’).

  Wellbeing

  Netcel are committed to the wellbeing of its team and offers flexible working arrangements to help employees achieve a good work/life balance alongside access to a qualified mental health first aider, wellbeing knowledge shares and events and the benefit of a company-wide health cashback plan. ; • Our chosen corporate charity this year is Samaritans, and they will be assisting us to deliver further mental health initiatives for the team throughout the year. ; • Netcel demonstrate collaboration with users and communities in the co-design and delivery of the contract to support strong integrated communities by: ; • User-focused generative research to identify the user needs and challenges related to the contract. ; • Evaluative research methods to determine how well our designs meet their needs. ; • Ongoing observation and measurement, including end-user engagement, to gauge real world performance. ; • Netcel influence staff, suppliers, customers and communities through the delivery of the contract to support strong, integrated communities ; • Netcel engages focus groups and runs workshops with a range of audience groups to foster involvement and advocacy beyond the immediate project team by: ; • A schedule of communications to keep people informed of progress throughout. ; • Engagement with key stakeholders and interested groups at key milestones. ; • Regular sense-checks to ensure alignment with strategic goals, and the wider landscape.

Pricing

• Price: £600 to £1,995 a unit a day
• Discount for educational organisations: Yes

Service documents

• Pricing document

  PDF

• Skills Framework for the Information Age rate card

  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 tom.denbigh@netcel.com. Tell them what format you need. It will help if you say what assistive technology you use.