HELLO LAMP POST LIMITED

Hello Lamp Post

Hello Lamp Post is an advanced 24/7, on-location AI Digital Assistant. Accessible via WebApp and SMS, HLP provides immediate and cost-efficient access to customer service information, builds community engagement and gathers qualitative and quantitative user insights. HLP answers complex natural language questions and provides location specific information, in real time.

Features

• Location relevant, chat system to activate public spaces
• On street engagement to gather anonymous community insights and sentiment
• Engagement tool to share information at scale
• Accessible and inclusive technology to engage hard to reach communities
• Automated customer experience, easier access to information and query answering
• Advanced qualitative and quantitative data analytics
• Evaluation reports and dashboard with data and sentiment analysis
• Text based conversations via Mobile Browser, SMS and WhatsApp
• Flexibility to include multiple languages within specific locations
• Addresses multiple use cases (customer service, flood risk, public safety)

Benefits

• Increase inclusivity with diverse, widespread and underrepresented audiences
• Net new data on citizen perceptions and insights, in real-time
• Benchmark and measure changing community behaviours over time
• Increase accessibility with low barrier to entry
• Cost savings on gathering public feedback and operational efficiencies
• Make decision making processes more efficient, using evidence based data
• Saving staff costs and time by automating query answering
• Improve transparency and communication between decision makers and citizens
• Easily adaptable, customisable, always on engagement solution
• Allows internal resource to be directed where it’s most needed

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 Contact@hlp.city. Tell them what format you need. It will help if you say what assistive technology you use.

Framework

G-Cloud 15

Service ID

458176212727552

Contact

David Worsell
07500902516
Contact@hlp.city

About the service

• Service categories:
  • Application Development and Deployment
    • AI platforms
      • AI software services
        • Conversational AI Software Services
      • Search and knowledge discovery
        • Search and knowledge discovery
• Multi cloud support: Yes

Service scope

• Software add-on or extension: No
• Cloud deployment model: Public cloud
• Service constraints: Buyers are responsible for obtaining permissions for signage and printing and installation of signage.
• System requirements: Web browser to launch insights dashboards

User support

• Email or online ticketing support: Yes
• Support response times: Up to 48 hours
• 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: No
• Support levels: We provide system setup, maintenance, content moderation and project management throughout a license period, as well as continuous client feedback. These are included in the service. Any additional requested support levels will come at an additional cost. We provide a dedicated Customer Success Manager who works with you according to best practice for successful deployments.
• Support available to third parties: Yes

Onboarding and offboarding

• Getting started: Customer user documentation and a Customer Success Manager will guide clients through our service setup. End users (the public) will be prompted to interact through universal call-to-action signage and existing chat platforms.
• Service documentation: Yes
• Documentation formats: PDF
• Documentation accessibility standard: None or don’t know
• How the documentation is accessible: Buyers will receive their onboarding, offboarding, output report (as a PDF) and data set (.csv / excel) via email at the beginning and end of the contract as applicable.
• End-of-contract data extraction: Buyers will receive their output report (as a PDF) and data set (.csv / excel) via email at the end of the contract.
• End-of-contract process: Unless the contract/license is renewed, the system will be placed in 'legacy mode' during the data analysis phase, during which the output report, and any agreed post project communications will be produced. There will be an in-person or online debrief with the technical project manager.

Using the service

• Web browser interface: Yes
• Supported browsers:
  • Microsoft Edge
  • Firefox
  • Chrome
  • Safari
  • Opera
  • Other
• Application to install: No
• Designed for use on mobile devices: Yes
• Differences between the mobile and desktop service: None
• Service interface: Yes
• Description of service interface: Website, WebApp or SMS
• Accessibility standards: WCAG 2.2 AA
• Accessibility testing: None
• User support accessibility: WCAG 2.2 AA
• API: Yes
• What users can and can't do using the API: Managed API for access to end user citizen data and insights. Ability to use API to include data / information into user chat interface.
• API documentation: Yes
• API documentation formats: PDF
• API sandbox or test environment: Yes
• Customisation available: Yes
• Description of customisation: Fully managed customisation of conversation content through correspondence with Implementation Manager and Customer Success Manager.; ; Items that can be updated include:; - Conversation themes; - Signage design; - Branding; - FAQs; - Conversation flow; - Multi-media inclusions; - Links and urls; - API's

Scaling

• Independence of resources: Platform runs on an Edge network provided by CloudFlare which is based on Serverless technology, this means it auto-scales according to demand.

Analytics

• Service usage metrics: Yes
• Metrics types: Weekly engagement figures, indicative demographic sample, end user sentiment and response trends, engagement by time / date, net engagement score, user re-engagement, staff time saved, cost avoidance.
• Reporting types:
  • API access
  • Real-time dashboards
  • Regular reports
  • Reports on request
• Resource tagging: No
• FOCUS resource tagging: No

Supplier type

• Supplier type: Not a reseller

Staff security

• Staff security clearance: Staff screening not performed
• Government security clearance: Baseline Personnel Security Standard (BPSS)

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: Managed by a third party
• Penetration testing frequency: At least once a year
• Penetration testing approach: Another external penetration testing organisation
• Protecting data at rest:
  • Scale, obfuscating techniques, or data storage sharding
  • Other
• Other data at rest protection approach: HLP does not store PII with the exception of a mobile telephone number which is pseudonymised in the system and can't be accessed.
• Data sanitisation process: Yes
• Data sanitisation type: Deleted data can’t be directly accessed / Cryptographic Erasure
• Equipment disposal approach: A third-party destruction service

Data importing and exporting

• Data export approach: Via requests to the Hello Lamp Post Account Manager or directly from the Buyers HLP user dashboard.
• Data export formats: CSV
• Data import formats:
  • CSV
  • ODF
  • Other
• Other data import formats:
  • Plain text
  • Excel
  • PDF
  • HTML

Data-in-transit protection

• Data protection between buyer and supplier networks:
  • TLS (version 1.2 or above)
  • Legacy SSL and TLS (under version 1.2)
• Data protection within supplier network: TLS (version 1.2 or above)

Availability and resilience

• Guaranteed availability: We maintain a 99.9% Service Level Agreement (SLA). Users are refunded pro-rata for any downtime above the stated SLA.; ; 24 hour email response for reported technical issues, outlining investigation process and estimated downtime.; ; 48 hour status report on investigation process.
• Approach to resilience: Platform runs on an Edge network provided by CloudFlare which is based on Serverless technology this means it auto-scales according to demand.; HLP has been designed to auto-scale horizontally and vertically. Our coding architecture is designed to be robust and written in a modern technology stack.
• Outage reporting: No external outage reports although the internal team at HLP to receive notifications and inform Buyers via email.

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: We have a robust and granular permissions system that controls what users logging into the reporting dashboard can and can't access. Access to management interfaces limited to company employees and protected through two factor authentication.
• 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: You control when users can access audit information
• How long user audit data is stored for: At least 12 months
• Access to supplier activity audit information: You control when users can access 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

Security governance

• Named board-level person responsible for service security: Yes
• Software Security Code of Practice: Yes
• Security governance certified: No
• Security governance approach: We may use third parties to process personal information on our behalf. (For example, we may use a third party to provide Site and/or Hello Lamp Post hosting services or to facilitate the provision of information to you or to provide services on our behalf). Where these third parties process your personal information on our behalf, we will ensure that they have adequate security measures in place and are governed by our privacy policies in respect of the use of your personal information.
• Information security policies and processes: We may use third parties to process personal information on our behalf. (For example, we may use a third party to provide Site and/or Hello Lamp Post hosting services or to facilitate the provision of information to you or to provide services on our behalf). Where these third parties process your personal information on our behalf, we will ensure that they have adequate security measures in place and are governed by our privacy policies in respect of the use of your personal information.

Operational security

• Configuration and change management standard: Supplier-defined controls
• Configuration and change management approach: Tickets are created for all changes to our systems. These tickets include information on potential customer impact, testing and security considerations. These changes are all reviewed during change management meetings and must be approved before implementation.; ; We have a strict code management and segregation policy which is part of a continuous deployment setup which involves quality assurance (QA) before anything is pushed to a live instance. We also have the ability to quickly unmerge deployment (i.e. revert to previous builds) should that be necessary.
• Vulnerability management type: Supplier-defined controls
• Vulnerability management approach: The HLP are constantly monitoring and identifying issues as part of our QA processes and inhouse monitoring and testing. Any issues are addressed typically within an hour for a temporary fix and 24 hours for more permanent solutions.; ; System infrastructure (application, database and servers) are subject to service and security checked on a regular basis. Patches are deployed through an application pipeline before release to the main system.; ; Technical teams provide a monthly report and if a vulnerability is identified, all teams are notified and timelines provided for resolving and warning for similar threats in the future.
• Protective monitoring type: Supplier-defined controls
• Protective monitoring approach: HLP are constantly monitoring and identifying issues as part of our QA processes and inhouse monitoring and testing.; ; Our cloud providers offer host-based intrusion detection systems that send logs to our centralised systems in the event of a compromise.; ; If a breach is confirmed, our technical support team reaches out to all impacted clients immediately and provide updates periodically every 24 hours until the issue is contained. A root cause analysis is then provided after the remediation, generally within 48 hours.
• Incident management type: Supplier-defined controls
• Post-quantum cryptography secure: No
• Incident management approach: Hello Lamp Post has an Incident Response Plan in place that identifies the flow from incident detection to remediation. Clients can report incidents by sending an email to a monitored support inbox or to their technical project manager. Our internal incident reports are circulated so that the team can communicate to any impacted clients.

Secure development

• Approach to secure software development best practice: Supplier-defined process

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%

Standards and certifications

• ISO/IEC 27001 certification: No
• ISO 28000:2022 certification: No
• ISO 9001 certification: No
• Quality management systems (QMS): No
• CSA STAR certification: No
• PCI certification: No
• Cyber essentials: No
• Cyber Essentials Alternative: None of the criteria
• Cyber essentials plus: No
• Cyber Essentials Alternative: None of the criteria
• Other security certifications: No

Social value

• 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

  • 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
  • Plans to engage the contract workforce in deciding the most important workplace issues to address
  • Monitoring of employee engagement rates (by protected characteristic) and, where necessary, the development of actions to ensure all voices are heard across the diversity of the workforce
  • Employment contracts that reflect actual hours worked; steps taken to ensure employees understand their contracts and have the ability to review and adjust them if actual hours regularly exceed contracted hours
  • 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
  • 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

  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
  • Measures to involve local stakeholders and/or users in design (e.g. in the design of services, systems, products or buildings)
  • Plans for positive actions with community groups.
  • Measures to engage users and communities and build relationships to increase community integration build trust and influence how the contract is delivered
  • Plans to respond flexibly and adapt approaches to community engagement and initiatives
• 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
  • 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

  • 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
  • Working conditions which promote an inclusive working environment and promote retention and progression

  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 Contact@hlp.city. Tell them what format you need. It will help if you say what assistive technology you use.