LIVEWIRE CONSULTANCY

User Experience Analytics - Narralytics

Narralytics applies a unique mix of advanced statistics and machine learning across multiple data sources to expose hidden peer groups behaviours in the population. Discover why consumers engage, what matters to them, what makes them satisfied and what upsets them; helping inform targeted engagement, customer experience and retention strategies.

Features

  • Predict user behaviour, engagement and attrition
  • Analyse and compare online and offline behaviours
  • Expose peer-networks/population trends
  • Understand end-user sentiment and satisfaction
  • Customisable dashboards and reporting

Benefits

  • Adapt and optimise usability and operability
  • Develop effective communications and marketing strategies
  • Maintain focus on user experience
  • Early warning of user dissatisfaction and missing SLA
  • Prioritise agile delivery based on user requirements
  • Monitor and measure contact centre and support services

Pricing

£2,000 to £20,000 a unit a month

  • Education pricing available
  • Free trial available

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

Framework

G-Cloud 13

Service ID

4 3 0 9 3 1 8 8 8 4 4 5 9 3 4

Contact

LIVEWIRE CONSULTANCY Alex Granat
Telephone: 07957592229
Email: alex@livewireconsultancy.com

Service scope

Software add-on or extension
No
Cloud deployment model
  • Public cloud
  • Private cloud
  • Community cloud
  • Hybrid cloud
Service constraints
N/A
System requirements
Entirely cloud-based - N/A

User support

Email or online ticketing support
Email or online ticketing
Support response times
Monday-Friday 9am - 5pm
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
No
Onsite support
Yes, at extra cost
Support levels
We apply measures according to the impact of the incident to you. This allows us to categorise incidents from Priority 1 to Priority 4.

Example Support Levels:

PRIORITY 1 - CRITICAL

Priority 1 incidents are likely to critically impact your ability to conduct business. We’ll respond to a Priority 1 incident within 1 hour.

PRIORITY 2 - HIGH IMPACT DISRUPTION

Priority 2 incidents are high-impact problems that interrupt your organisation, but there’s still capacity to continue to be productive. We’ll respond to a Priority 2 incident within 4 hours.

PRIORITY 3 - MINOR IMPACT DISRUPTION

Priority 3 incidents are medium-to-low impact problems that comprise of limited loss of non-critical business functionality. We’ll respond to a Priority 3 incident within 8 hours.

PRIORITY 4 – INFORMATIONAL REQUEST

Priority 4 issues include requests that do not fall within the Priority 1 – Priority 3 classifications. We’ll respond to a Priority 4 incidents within 24 hours.
Support available to third parties
Yes

Onboarding and offboarding

Getting started
Onsite/Online Training
Service documentation
Yes
Documentation formats
PDF
End-of-contract data extraction
All user data remains in their systems, Any data created or derived by Narralytics is delivered in a structured file or data table.
End-of-contract process
We will export requested reports covering the stored data. Access to the systems and insights will be disabled. On final agreement, the database will be purged of all customer data.

Using the service

Web browser interface
No
Application to install
No
Designed for use on mobile devices
Yes
Differences between the mobile and desktop service
We monitor all devices equally.
Service interface
No
User support accessibility
None or don’t know
API
No
Customisation available
Yes
Description of customisation
Narralytics is a fully customisable service based on our clients' requirements.

Scaling

Independence of resources
Each implementation is a separate virtual entity. Also, users can provide a sandbox within their environment, thereby eliminating any outside dependencies.

Analytics

Service usage metrics
Yes
Metrics types
We deliver customised metrics that communicate overall performance of the analysis and commercial/operational impacts.
Reporting types
  • Real-time dashboards
  • Regular reports
  • Reports on request

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
User control over data storage and processing locations
Yes
Datacentre security standards
Supplier-defined controls
Penetration testing frequency
At least once a year
Penetration testing approach
In-house
Protecting data at rest
  • Physical access control, complying with CSA CCM v3.0
  • Encryption of all physical media
  • Scale, obfuscating techniques, or data storage sharding
Data sanitisation process
Yes
Data sanitisation type
  • Explicit overwriting of storage before reallocation
  • 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
Reports can be exported in HTML, PDF and CSV format or in a preagreed data structure
Data export formats
  • CSV
  • ODF
Data import formats
  • CSV
  • Other
Other data import formats
Remote database (anonymised, roles based) - for near realtime analysis

Data-in-transit protection

Data protection between buyer and supplier networks
  • Private network or public sector network
  • TLS (version 1.2 or above)
  • IPsec or TLS VPN gateway
  • Legacy SSL and TLS (under version 1.2)
Data protection within supplier network
  • TLS (version 1.2 or above)
  • IPsec or TLS VPN gateway
  • Legacy SSL and TLS (under version 1.2)

Availability and resilience

Guaranteed availability
99% guaranteed availability
Approach to resilience
Available on Request
Outage reporting
Email alerts/telephone. Each client has a designated project owner who will react and communicate directly in the event of outages.

Identity and authentication

User authentication needed
Yes
User authentication
  • 2-factor authentication
  • Identity federation with existing provider (for example Google Apps)
  • Dedicated link (for example VPN)
  • Username or password
Access restrictions in management interfaces and support channels
N/A
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
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
User-defined
How long system logs are stored for
At least 12 months

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 generally work solely with anonymised or pseudonymised data sets, thereby reducing the need for a specific governance structure, Data is always held in a centrally secure facility. Any exceptions are dealt with at the negitiation phase.
Information security policies and processes
This would be answered at the overall deal level

Operational security

Configuration and change management standard
Supplier-defined controls
Configuration and change management approach
N/A
Vulnerability management type
Undisclosed
Vulnerability management approach
N/A
Protective monitoring type
Undisclosed
Protective monitoring approach
N/A
Incident management type
Undisclosed
Incident management approach
N/A

Secure development

Approach to secure software development best practice
Conforms to a recognised standard, but self-assessed

Public sector networks

Connection to public sector networks
No

Social Value

Fighting climate change

Fighting climate change

As members of DUG – Data Users Group, we are leading statistical research that develops measurable operating models for businesses to achieve ‘Net Zero’ Carbon emissions. Specifically, we are helping define the data collection and reporting mechanisms that enable businesses to support and validate their claims.
Tackling economic inequality

Tackling economic inequality

We are committed to creating employment opportunities for those who traditionally access data-related roles. We achieve this by engaging degree-level apprentices and providing a suitable environment for those with neurodiverse requirements. We ensure that our partners and suppliers adopt a similar commitment.
Equal opportunity

Equal opportunity

We are council members of the Data and Marketing Association, which works with industry bodies to attract candidates from diverse backgrounds to a data analyst career. We have made adjustments to working conditions to accommodate individuals' requirements, including support of religious dietary and prayer facilities.

Pricing

Price
£2,000 to £20,000 a unit a month
Discount for educational organisations
Yes
Free trial available
Yes
Description of free trial
Narralytics requires considerable client engagement to understand specific needs and desired outcomes, to ensure we can fully address it. This is provided FOC.

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