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Delib Ltd

Citizen Space Engagement Platform

Transform your citizen engagement and improve services for residents in one platform. With Citizen Space you can manage communication, information publishing, form processing, issue reporting, consultations, surveys, automation - from formal processes to informal engagement: research questionnaires, citizens panels, event promotion and registration. Simplify processes, save costs, deliver actionable outcomes.

Features

  • Flexible and adaptable response mechanisms. Consultations. Forms. Surveys. Information pages
  • Automate processes and seamlessly integrate other systems
  • Branded and configurable, with best in class design
  • Scalable across your organisation: flexible licensing and central management dashboards
  • Secure, private and accessible: ISO 27001, GDPR, WCAG 2.2 compliant
  • Single convenient platform for end-to-end citizen engagement processes
  • Keep citizens informed with communications about projects, programmes and initiatives
  • Process applications for grants, funding, benefits, event signup and more
  • Tools for citizens and residents panels, stakeholder and expert groups
  • Run statutory processes including consultation, licenses, permits, notices and orders

Benefits

  • Simple to use and fully supported with easy, managed onboarding
  • Widely used and trusted by government to meet regulatory requirements
  • Automates and simplifies citizen engagement, reducing time, cost and effort
  • Increase citizen satisfaction and build community with multiple interactive features
  • Proven across 80,000+ citizen engagement activities and millions of responses
  • Saves time for hard-pressed staff by automating and guiding work
  • Improve the citizen experience: online instead of waiting in line
  • Gain greater data insight by integrating with your other systems
  • Standardisation and accuracy of data collection supports process integrity
  • Helps you to keep residents informed, involved and outcomes actioned

Pricing

£10,495 to £99,995 an instance a year

  • 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 info@delib.net. Tell them what format you need. It will help if you say what assistive technology you use.

Framework

G-Cloud 14

Service ID

4 7 5 1 6 9 7 4 0 6 0 3 6 4 3

Contact

Delib Ltd Louise Cato
Telephone: 0845 638 1848
Email: info@delib.net

Service scope

Software add-on or extension
No
Cloud deployment model
Public cloud
Service constraints
None
System requirements
  • Internet connection
  • Web browser

User support

Email or online ticketing support
Email or online ticketing
Support response times
Within 2 hours during weekdays, UK time 09:00 to 17:30
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
A team member is always available during UK working hours (09.00 - 17:30) to answer support queries. We offer ongoing support provided by our expert customer success managers or software developers, included within the subscription cost. Our comprehensive online help guides are available 24/7 for all customers. Each customer has a dedicated customer success manager working with them from the outset to achieve their goals.
Support available to third parties
Yes

Onboarding and offboarding

Getting started
To help get you started, we will guide you through the initial setup of your Citizen Space platform, including the configuration of admin teams, the addition of admin user accounts and the visual branding of the site. We follow a detailed implementation plan, available on request. You have an expert customer success manager allocated to you from the start who will work with you throughout to help you meet your goals. We provide a comprehensive online knowledge base and a customer activity aggregator to share how other organisations are using Citizen Space. Become a product expert with Delib Learn digital learning and webinars. Whether you have 6 users or 600, get guidance and training for individuals or teams at every level. From getting started with the product, through to best practice in citizen engagement and advanced analysis skills. You also have the option to purchase onsite training, consultancy days, or in-depth professional services to help you build efficient processes and get the most out of the platform and your time.
Service documentation
Yes
Documentation formats
HTML
End-of-contract data extraction
Citizen Space is an entirely open platform which allows organisations to export their data at any point – including at the end of the subscription period. All data is provided in a .xlsx format, JSON, or GeoJSON where relevant.
End-of-contract process
At the end of the contract, we agree a site closedown date (usually the Wednesday following the end of the contract) and advise customers to extract their data by that date. We then take the site offline and shut down the server. A backup will be retained for 7 calendar days after the close down date, then all data is permanently deleted from Delib backup systems within 8-14 days after the closedown date. Once backups have been deleted, the data cannot be recovered. Citizen Space is provided on a fixed-price subscription basis, and it's simple to extract all your data - this can be done at any time, not just at closedown - as such there are no additional charges for closedowns.

Using the service

Web browser interface
Yes
Supported browsers
  • Microsoft Edge
  • Firefox
  • Chrome
  • Safari
Application to install
No
Designed for use on mobile devices
Yes
Differences between the mobile and desktop service
Citizen Space works seamlessly across all devices, including desktop, mobile and tablet, with no degradation to the user experience or functionality.
Service interface
No
User support accessibility
WCAG 2.1 AA or EN 301 549
API
Yes
What users can and can't do using the API
Citizen Space's integrations, webhooks, and secure data API allows you to effortlessly sync response and administrative data with other systems such as Microsoft Power Apps®, records-management systems, and data dashboards. The data API is documented, but also supported by Delib if our help is needed. We will happily work with technical teams to understand the tools you use and help to integrate them. An open, read-only API is also provided to allow searching and listing of currently published activities.
API documentation
Yes
API documentation formats
HTML
API sandbox or test environment
No
Customisation available
Yes
Description of customisation
What: Branding, content listing, content design, page design, filtering by activity type, sophisticated form builder lets you build rich and unique activities, user access and user grouping, URL, security configurations, terminology and navigation. How: Configuration is via the web-based admin system, or performed by a Delib 's customer success managers or content designer on request. Who: Configuration options are segmented by user roles. Some configuration elements are customisable only by site admin users. Some configuration points are customisable only by Delib on buyer's instruction.

Scaling

Independence of resources
All customers get their own virtual machine. Customers do not share resources.

Analytics

Service usage metrics
Yes
Metrics types
Dashboards provide usage metrics (response counts, dates, activity numbers etc). Exports provide user access information such as user last log in, to support user management and audits. Annual report aggregates usage stats and data.
Reporting types
  • API access
  • 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 Baseline Personnel Security Standard (BPSS)

Asset protection

Knowledge of data storage and processing locations
Yes
Data storage and processing locations
  • United Kingdom
  • European Economic Area (EEA)
User control over data storage and processing locations
Yes
Datacentre security standards
Managed by a third party
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 another standard
  • Encryption of all physical media
Data sanitisation process
Yes
Data sanitisation type
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
Downloadable spreadsheets (.xlsx), PDF and .docx reports. Or via full authenticated data API (JSON)
Data export formats
Other
Other data export formats
  • XLSX
  • DOCX
  • GeoJSON
  • Shapefile
  • PDF
  • JSON
Data import formats
  • CSV
  • Other
Other data import formats
  • Shapefile
  • GeoJSON
  • JSON
  • PDF
  • DOC/DOCX
  • JPG/PNG/GIF

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
The SLA is site availability 24 hours a day, seven days per week. The target availability is 99.95% (maximum 21.5 minutes of Downtime per month). The measurement period for availability is in calendar months. If Downtime exceeds the target limit of 21.5 minutes in a calendar month, Delib will provide the Client with a service credit equal to one day’s Fees on a pro rata basis (exclusive of VAT, and exclusive of any excess bandwidth or storage charges that have been negotiated) for each full completed hour of downtime. The maximum service credit available in respect of any one month shall not exceed one month’s Fees.
Approach to resilience
Delib's policies are available on request
Outage reporting
Email alerts

Identity and authentication

User authentication needed
Yes
User authentication
  • 2-factor authentication
  • Identity federation with existing provider (for example Google Apps)
  • Username or password
Access restrictions in management interfaces and support channels
Access to management interfaces within Delib is controlled and restricted to Delib engineers and customer success managers so that we may provide technical support to customers. Delib staff do not access sites without permission and audit logs are retained. Buyer staff access is managed via user permission levels and is controlled by the Buyer. Our contract defines who key contacts are and Buyers are able to stipulate who in the organisation we may respond to via support requests. Support requests are subject to standard pre-screening process which is defined by Delib's information security management system (ISMS) and certified to ISO27001:2013.
Access restriction testing frequency
At least once a year
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
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 1 month and 6 months
How long system logs are stored for
Between 6 months and 12 months

Standards and certifications

ISO/IEC 27001 certification
Yes
Who accredited the ISO/IEC 27001
SNR
ISO/IEC 27001 accreditation date
01/02/2023
What the ISO/IEC 27001 doesn’t cover
Statement of Applicability available on request
ISO 28000:2007 certification
No
CSA STAR certification
No
PCI certification
No
Cyber essentials
Yes
Cyber essentials plus
No
Other security certifications
No

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
Delib operates an ISO 27001:2013 certified information security management system which is responsible for setting policy and auditing for compliance.

Operational security

Configuration and change management standard
Supplier-defined controls
Configuration and change management approach
All customer services run the same version of the software. Changes go through Delib's standard change management process. Where necessary changes may have additional review for security implications.
Vulnerability management type
Supplier-defined controls
Vulnerability management approach
Full details are in our Information Security Policy, which is available on request.
Protective monitoring type
Supplier-defined controls
Protective monitoring approach
Security incidents may be detected by our automated tools, Delib staff or customer notification. In all cases they are treated as critical errors triggering Delib's disaster recovery plan, details here: https://help.delib.net/article/334-disaster-recovery-plan
Incident management type
Supplier-defined controls
Incident management approach
Incident management is fully covered in our Information Security Policy, which is available on request.

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 v3.0)

Public sector networks

Connection to public sector networks
No

Social Value

Social Value

Social Value

  • Fighting climate change
  • Covid-19 recovery
  • Tackling economic inequality
  • Equal opportunity
  • Wellbeing

Fighting climate change

1. Delib's platforms are used to engage with citizens on climate change issues. Governments around the world have been using Delib’s tools to engage on climate matters since the company was founded in 2001. Quality climate engagement aids in the creation of policy that benefits both people and planet, as well as fostering community buy-in to actions that require changes in personal behaviour. Here are examples of Delib customers using our tools to run quality climate engagement: https://www.delib.net/who_uses_delib/climate-response-and-net-zero https://www.delib.net/dialogue/customer_stories/scottish_climate_assembly https://www.delib.net/simulator/resources/climate-net-zero-simulator. Delib developed the groundbreaking MY 2050 simulator with the Dept for Energy and Climate Change (DECC). This resource was provided free of charge to schools and universities to help future generations understand the NET 2050 goal. 2. Reduce our environmental impact by moving face to face business operations online. Since the Covid pandemic in 2020, we've moved many of our face to face business practices online by default. Including events, employee and customer training, meetings and working environments. This significantly reduces the environmental impact created through travel, catering, large office use and supplies. 3. Minimising the environmental impact from our office use and employee travel. We behave responsibly by minimising waste, recycling whenever possible, not using disposable catering equipment, turning off heating, aircon and electrical equipment when not in use. We also recycle or re-use assets such as laptops and tablets when they are no longer fit for business use, including selling to colleagues at a reduced market rate. Adoption of a distributed working from home model has enabled our employees to minimise commuting and thereby reduce the environmental impact of work travel. We encourage travel by more sustainable and less carbon-intensive means e.g. avoiding flights or single-person car journeys for any in-person events and we meet any extra costs for this.

Covid-19 recovery

Delib's products have been used directly by government for Covid-19 response and recovery processes, including being the platform that hosted the Covid Inquiry consultation. Over the past four years, Delib's software has been used to shape policy and technical management of the pandemic response, in local government, the devolved governments, and at a national level. As a company, Delib continued to operate at full capacity during the pandemic, quickly reshaping our ways of working to accommodate the changes in national policy as they came about, and we have built many of those changes into the way we continue to work today. No staff were furloughed, nor did we reduce our service in any way.

Tackling economic inequality

Delib is an SME employing around 30 people across the world. We aim, where possible, to support other SMEs and smaller, sustainable businesses via our supply chain and we seek out and assess organisations using a strong set of criteria as directed by our ISMS, including social value, security, sustainability and other credentials. Delib's takes cyber security seriously, as we exist to uphold the integrity of democratic and engagement activities. We hold ISO27001 and Cyber Essentials certifications and hold our supply chain to the same high standards. Delib's software is developed, maintained and supported using modern methods, such as agile and lean methodologies, allowing us to innovate while remaining true to our high quality standards. The world has enough bad software in it, we don't need to contribute to that - government deserves better. Delib's software and service are designed so that it is easy for public sector employees to create well-designed, informative activities which have actionable outcomes both for the organisation and for those taking part in communities across the world. It's important to us that in the use of our services, users gain skills and build expertise, so we have detailed user guides, provide training and resources, and work directly with organisations to understand their needs and help them to achieve them. We believe in the right of people to take an active part in their democracy, so as part of our service we provide free of charge resources to help progress the practical day-to-day applications of democracy. We create The Practical Democracy Project podcast, and we provide free online resources through our 'Delib Learn' platform to boost professional development, engagement, skills and knowledge within our network. This is not restricted to customers and is available to anyone interested.

Equal opportunity

Delib has a social value policy that is available on request. 1. Delib offers flexible employment options to increase our range of applications, not restricted by location. We offer remote and flexible working to encourage applications and employment which is less restricted by physical location. We also provide an office or funding for alternative working spaces for those who do not want to work from home full time. We have 100% remote or hybrid roles offered across 5 countries worldwide. 2. Delib offers flexible employment options to support colleagues from wider socioeconomic groups. We have a mix of full and part-time roles and offer flexible working. This supports applicants and colleagues from wider socioeconomic groups as it can help to balance health needs, caring responsibilities and personal commitments. Delib pays the real living wage (or higher) to all employees. 3. HR / recruitment to ensure equal opportunities. Delib implements clear processes for recruitment and promotions to ensure equal opportunities are achieved. Delib runs an anonymised hiring process. We follow internal hiring guides, in line with the BPSS standard. We provide all employees with the opportunity to undertake training and to develop skills and there is an allowance for all employees for personal development and training. Delib reviews suppliers to ensure they manage the risks of modern slavery. 4. Improved accessibility for citizens and organisations who use Delib's platforms. Our accessible online platforms allow organisations to reach individuals who are excluded from traditional face-to-face processes due to time constraints, limited mobility, accessibility issues, caring responsibilities, education levels, or a sense of disenfranchisement. All sites offer accessibility functionality and are compliant with the WCAG standard. All sites are compliant to WCAG 2.1 AA or more and are either completed or in the process of being updated to be WCAG 2.2 AA compliant.

Wellbeing

Delib has a social value policy that is available on request. 1. Access to wellbeing benefits for all employees. All employees have a significant monthly allowance to spend on our chosen wellbeing platform. Further wellbeing benefits provided to all employees include; compassionate leave, flexible working, a choice of working from home or elsewhere, all equipment needed for work and home set up provided, working from home allowance, free eye tests, free flu jabs and more. 2. Increase mental health awareness and provide mental health support and resources to all employees. Mental health tools and resources are made available to all employees via our wellbeing platform. We actively encourage mental health first aid (MHFA) training to increase awareness and education and to ensure colleagues feel supported, valued and cared for - 4 employees are trained mental health first aiders. Our dedicated HR person offers an 'open door' policy and provides regular support to colleagues upon request. 3. We strive for colleagues to be thriving, not just surviving and to create a healthy and positive work environment. Our full time HR person, managers, and colleagues are committed to creating a supportive and positive work environment. Employees are set up with 'tools of the trade' both at home and in the office, to try to make their work environment as comfortable and productive as possible. We also have an active company events calendar which includes fully funded away days, trips away, nature walks, meals, and employees are sent gifts to celebrate special occasions. We insist on a working environment which is free from unlawful discrimination and we maintain an equal opportunities policy as well as a Disability, neurodivergence and reasonable adjustment policy. 4. As an engagement platform, Delib's software is used to design and deliver initiatives to support strong, inclusive communities.

Pricing

Price
£10,495 to £99,995 an instance a year
Discount for educational organisations
No
Free trial available
Yes
Description of free trial
We can provide a trial sandbox site, with your own branding, for internal testing of Citizen Space (i.e. not to use for a public activity). These are provided on a time-limited basis.

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 info@delib.net. Tell them what format you need. It will help if you say what assistive technology you use.