Learning Pool

Learning Pool OnScreen Guidance Digital Adoption Platform (DAP) - Public Sector Tool

Learning Pool OnScreen Guidance is a Digital Adoption Platform (DAP) for public sector organisations with large digital transformation initiatives looking to improve onboarding, training, and software adoption. OnScreen reduces documentation and training time to boost user productivity and process efficiency with real-time contextual step-by-step walkthroughs overlaid on any business application.

Features

• Live contextual In-App guidance
• Group targeting and user segmentation
• Messaging and announcements
• Tooltips and launchers
• Auto-capture Processes and generate documentation
• Usage data and analytics
• Multiple languages and translations
• Template management
• Guidance across multiple applications
• Supports any web application including SAP GUI or NWBC

Benefits

• Any user can create walkthroughs in minutes on first attempt
• Reduce training and onboarding time by more than 55%
• Boost user productivity and process efficiency by 3x
• Ensure Digital Transformation and Software Implementation project success
• Increase data quality, accuracy and compliance
• Improve user satisfaction and NPS scores
• Reduce escalations and support tickets
• Enable user self-service and empower your key users
• Streamline process documentation and systems training
• Assure software adoption and adherence to processes and best practices

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

Framework

G-Cloud 15

Service ID

454111680200467

Contact

Rachel Yemm
0207 101 9383
tenders@learningpool.com

About your service

• Service categories:

  Applications

  Content workflow and management

  Persuasive content management

  • Digital Adoption Platform
• Multi cloud support: No

Service scope

• Software add-on or extension: No
• Cloud deployment model: Public cloud
• Service constraints: Browser support is limited to Chromium browsers (Chrome or Edge) no IE, Safari, Firefox, etc. Must be able to install Chrome extensions in browser.
• System requirements:
  • Evergreen Browsers, latest versions MSEdge, Chrome
  • Internet connection
  • Computer: Windows 10 or above
  • Computer: MacOS X 10.5 or above, Modern Linux variant

User support

• Email or online ticketing support: Yes
• Support response times: We offer 24/7 support, 363 days a year (excluding Christmas and New Years' Day). Our response times are based on the severity of the issue raised:; ; Severity Level 1 - 30 minutes; Target Resolution - 4 hours; Severity Level 2 - 1 hour; Target Resolution - 1 working day; Severity Level 3 - 6 hours; Target Resolution - 5 working days; Severity Level 4 - acknowledge in 1 working day and diagnose in 1 week; ; Where an issue is low impact or cosmetic, this will be added to our ongoing development for consideration in future releases.
• User can manage status and priority of support tickets: Yes
• Online ticketing support accessibility: WCAG 2.2 AA
• Phone support: Yes
• Phone support availability: 24 hours, 7 days a week
• Web chat support: No
• Onsite support: Yes, at extra cost
• Support levels: Our support model provides a single, comprehensive tier of service for all customers at no additional cost. We do not offer premium paid tiers; every client receives our fastest response times and full 24/7/363 coverage as standard.; ; We categorise support into four severity levels based on business impact:; ; L1 (Critical): Total system outage or loss of service; 30-minute response.; ; L2 (Major): Significant feature failure or business-critical issue; 1-hour response.; ; L3 (Medium): Non-critical functional issues; 6-hour response.; ; L4 (Low): Minor bugs or "how-to" queries; 1-day acknowledgement.; ; This capacity remains consistent 24/7, including weekends and holidays, ensuring critical L1 issues are addressed immediately regardless of the time.; ; Your Customer Account Representative manages the commercial strategy. They are backed by our Application Support Engineers and Product Coaches, who provide the deep technical expertise required to resolve complex queries.
• Support available to third parties: No

Onboarding and offboarding

• Getting started: Getting started with OnScreen involves a very quick and easy technical setup, along with an introduction to your Customer Success Team. The technical setup can be as quick as a few minutes, depending on your network setup and security requirements. Technical setup will be done by the Learning Pool team after you answer a short questionnaire about your environment. From that point, your Customer Account Representative and Implementation Specialist will assist you with the rest of the onboarding, including online enablement sessions with your authors.
• Service documentation: Yes
• Documentation formats:
  • HTML
  • PDF
• End-of-contract data extraction: Customers have 2 options to extract data at the end of contract. Users always have the option to manually extract documentation to an offline format (Word or PDF). This can be done at any time and documentation is available showing how this can be done. The second option is for the Customer to request a full data extract for the entire Customer account from Learning Pool. This can be done within 2-3 business days.
• End-of-contract process: Learning Pool will work with your organisation to provide a smooth transition, and there is no additional cost applied for this exit service.
• Documentation accessibility standard: WCAG 2.2 AA

Using the service

• Web browser interface: Yes
• Supported browsers:
  • Microsoft Edge
  • Chrome
• Application to install: Yes
• Compatible operating systems:
  • Android
  • IOS
  • MacOS
  • Windows
• Designed for use on mobile devices: No
• Service interface: Yes
• User support accessibility: EN 301 549
• Description of service interface: Learning Pool OnScreen guidance has two different interfaces based on which product is being used. OnScreen Guidance for web applications uses a browser extension. The extension adds a floating icon to chosen browser-based applications, which can be accessed by clicking the floating icon, where the user will see a list of available content to choose. OnScreen Guidance for SAP has a similar interface, but uses a plug-in installed on the user’s desktop. This plug-in adds a floating icon only to the SAP Windows UI called SAP GUI.
• Accessibility standards: EN 301 549
• Accessibility testing: We have not carried out any interface testing with users of assistive technology.
• API: No
• Customisation available: Yes
• Description of customisation: The user interface may be customised to comply with customer branding requirements. Colour scheme, font, and brand logos may be modified by the customer at any time. This is done by the customer administrator using the OnScreen Guidance administration portal.

Scaling

• Independence of resources: Our infrastructure is built on a highly scalable architecture. We have internal controls to monitor server load and usage and more capacity is added where required. Each customer can be provided with their own instance in our infrastructure, so the demands of other clients will have little to no impact on the smooth running of your service.

Analytics

• Service usage metrics: Yes
• Metrics types: Metrics are available for any user activity done through OnScreen Guidance. Data is available for all actions or views of content, including the user, start date/time, end date/time, application, and any specific actions taken. Learning Pool does not track or record any data that is entered by users into other applications. Customers have access to this data in a variety of formats, including CSV/flat file, direct DB connect through API, or in application reporting. Usage data includes Object Name, Author name, User info (Email, First & Last name), application, Start Date and time, Stop Date and time.
• Reporting types:
  • API access
  • Real-time dashboards
  • Regular reports
  • Reports on request
• Resource tagging: No
• FOCUS resource tagging: No

Resellers

• Supplier type: Not a reseller

Staff security

• Staff security clearance: Other security clearance
• 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)
  • Other locations
• User control over data storage and processing locations: Yes
• 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 CREST-approved 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: Explicit overwriting of storage before reallocation / Secure Erase

Data importing and exporting

• Data export approach: Word or PDF export only. Metrics can be exported in CSV format.
• Data export formats:
  • CSV
  • Other
• Other data export formats:
  • PDF
  • Word
• Data import formats:
  • CSV
  • Other
• Other data import formats: Excel

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: We guarantee that our platform will maintain an availability level of no less than 99.5% during any calendar month. This assurance reflects our commitment to providing a reliable service that supports your critical learning initiatives.Availability is calculated monthly, excluding known maintenance windows and scheduled downtime. We ensure minimal disruption by performing regular upgrades that typically do not impact system availability. For any rare planned maintenance requiring downtime, we provide at least 10 business days' notice. Total scheduled maintenance will never exceed eight hours per month.If availability falls below the 99.5% threshold, you are eligible for service credits applied against your pro-rated monthly subscription fee.10% Credit: For availability of 99% or over, but below 99.5%.15% Credit: For availability of 95% or over, but below 99%.50% Credit: For availability below 95%.Please note that this guarantee excludes issues caused by factors outside our control, such as your organisation's internet connectivity or internal user errors. To claim a credit or discuss any concerns, you can coordinate directly with your dedicated Customer Account Representative.
• Approach to resilience: Our service is engineered for resilience and continuity. It is deployed across multiple independent data centres (availability zones/regions) with active redundancy, so the service continues to operate during component or full data centre failure. Traffic is distributed via load balancing and health checks, and platform services are configured to fail over automatically to healthy capacity, avoiding single points of failure through redundant compute, network, and data-layer components.; ; Data and services are protected against loss through a defined backup and recovery approach. Backups are taken routinely, stored separately from the primary environment, and are regularly validated. We operate documented recovery procedures to restore service and data in the event of corruption, accidental deletion, or major incident, with recovery objectives defined and tested.; ; Operational resilience is built in through 24/7 monitoring, alerting, and on-call response, supported by incident management processes, runbooks, and post-incident reviews to drive continual improvement.
• Outage reporting: We communicate service issues through three primary channels:; ; * Service Status Page: Check here for real-time updates on widespread disruptions. Individual customer issues are handled directly via Customer Support.; * Customer Portal: Administrators can track the full history and status of all open cases here. The customer will receive email notifications for any updates; * Direct Escalation: For Severity 1 issues, we provide immediate phone and email support. If a resolution takes longer than two hours, you will receive hourly progress updates until the issue is fully resolved.

Identity and authentication

• User authentication needed: Yes
• User authentication:
  • Multi-Factor Authentication (MFA)
  • Identity federation with existing provider (for example Google Apps)
  • Username or password
• Access restrictions in management interfaces and support channels: Learning Pool enforces least privilege via role-based permissions in management interfaces, separating admin and user access and requiring MFA for administrative logins. ; ; Access is granted only through approved role assignments, reviewed quarterly, and revoked immediately on role change or leaver events. ; ; Support channels are controlled: customer support tickets are restricted to authorised customer users, and support staff actions require verification and are logged and regularly reviewed. ; ; Supplier support access is time bound, role limited, and audited. These controls are routinely assessed through our ISO 27001:2022 accreditation and internal audits.
• Access restriction testing frequency: At least every 6 months
• Management access authentication:
  • Multi-Factor Authentication (MFA)
  • 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: Between 6 months and 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: Between 6 months and 12 months
• 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
  • Other
• Other security governance standards: Cyber Essentials
• Information security policies and processes: We’re committed to meeting the requirements of information security good practice, and seeking ways in which we can improve our security to mitigate new risks. To this end, we maintain an Information Security Management System (ISMS) which has been assessed and certified as meeting the requirements of ISO/IEC 27001:2022.; ; The objectives of our Information Security Management System are based on a continual formal risk assessment process. Having identified and assessed risks to ourselves, and our customers, we select and resource specific information security controls. These are summarised in our current Statement of Applicability.; ; Everyone within Learning Pool has an important role to play in maintaining security of information, each with their own specific tasks, and responsibilities. We support staff efforts to secure information through continual staff training and awareness activities. Our ISMS is subject to annual review to ensure that at a strategic level we address the evolving information security threats and objectives needed for the organisation to be successful.; ; The ISMS scope covers the provision and protection of hosted learning platforms, content and tools, customer and company and associated infrastructure. The management and monitoring of hosted service providers and the development of software solutions and mobile applications.
• Software Security Code of Practice: Yes

Operational security

• Configuration and change management standard: Complies with a recognised standard, for example CSA CCM v4.0 or SSAE-18 / ISAE 3402
• Configuration and change management approach: Learning Pool operates a mature, ticket based change management process aligned to ISO 27001:2022 and SOC 2 Type II, independently audited under both. All work is tracked in Jira, reviewed and approved by technical owners during planning, then delivered via GitHub/Bitbucket pull requests with senior developer review. Changes must pass CI controls including linting, unit/integration/smoke tests, Mend vulnerability and licence scanning, and build/deploy pipelines before progressing. QA validates ticket-specific containerised builds, including regression testing. Releases are governed through dedicated REL tickets linking all changes and maintaining an audit trail. Staging validation is completed before automated production deployment.
• Vulnerability management type: Complies with a recognised standard, for example CSA CCM v4.0 or SSAE-18 / ISAE 3402
• Vulnerability management approach: Our vulnerability management follows ISO 27001:2022 and SOC 2 Type II principles, combining automated and manual internal scans (daily and on deployment) with annual independent penetration tests aligned to OWASP. ; ; Vulnerabilities are assessed using a risk-based approach, considering severity, likelihood, and impact. Critical/high-risk issues are patched immediately or without undue delay, while medium/low risks are scheduled in development cycles. ; ; Threat intelligence is gathered from vendor/security bulletins, CVE databases, OWASP updates, internal scanning, and third-party security partners. ; ; Prioritisation is continuously reviewed to ensure timely remediation and protection of our services.
• Protective monitoring type: Complies with a recognised standard, for example CSA CCM v4.0 or SSAE-18 / ISAE 3402
• Protective monitoring approach: Our protective monitoring aligns to ISO 27001:2022 and SOC 2 Type II We continuously collect and analyse logs from systems, applications, authentication, network devices, and cloud platforms to detect anomalies such as unusual access patterns, failed logins, privilege escalation, and suspicious network activity. ; ; Alerts trigger triage, containment, remediation, and escalation where needed. Initial response occurs without undue delay, with investigation and containment typically within 1–4 hours based on severity. ; ; All incidents are tracked through our incident management process, with stakeholder notification and post-incident review to prevent recurrence.
• Incident management type: Complies with a recognised standard, for example, CSA CCM v4.0 or ISO/IEC 27035:2011 or SSAE-18 / ISAE 3402
• Incident management approach: We maintain documented incident response procedures for common events (security, availability, access issues) with severity based handling (Severity 1–3) and escalation paths. ; ; Users report incidents via our support portal, email, or phone for critical issues, and all reports are triaged by our incident team. For each incident we produce a post incident report; major incidents include root cause analysis, impact assessment, actions taken, and prevention measures. ; ; Reports are shared with affected customers within agreed timelines and retained for continual improvement. Our approach is aligned to ISO 27001:2022 and SOC 2 Type II controls.
• Post-quantum cryptography secure: No

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: 0%
• Between £250,000 and £500,000: 0%
• Between £500,001 and £1,000,000: 0%
• Between £1,000,001 and £2,500,000: 0%
• Between £2,500,001 and £5,000,000: 0%
• Over £5,000,001: 0%

Non-mandatory Standards and certifications

• ISO/IEC 27001 certification: Yes
• Who accredited the ISO/IEC 27001: NQA
• ISO/IEC 27001 accreditation date: Thursday 24 October 2024
• What the ISO/IEC 27001 doesn’t cover: Our ISO/IEC 27001:2022 certification covers all controls specified in the standard. Therefore, there are no controls excluded from our certification scope.
• ISO 28000:2022 certification: No
• ISO 9001 certification: No
• Quality management systems (QMS): Yes
• CSA STAR certification: No
• PCI certification: No
• Cyber essentials: Yes
• Please provide your Cyber Essentials Certificate Number: 8f3a9f4a-e051-444d-9d52-28339f2023c0
• Cyber essentials plus: No
• Cyber Essentials Alternative: None of the criteria
• Other security certifications: Yes
• Any other security certifications: SOC2 TYPE2

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

    • Activities that support an environment where staff are educated about and feel empowered to report and address bullying and harassment
    • Entitlement to sick pay for the contract workforce, with provision in place for any staff who do not meet the earnings threshold for statutory sick pay, payment of sick pay from day one of absence and payment of staff on the contract workforce who are off sick a replacement income of 100% of their usual earnings for as long as possible
    • 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
    • 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

  • 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
    • 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

  • 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

    • 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)
    • Inclusive and accessible development practices, including guidance for line managers on recruiting, managing and developing people with a disability or health condition

  • 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 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

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