Hippo Digital Limited

Observability onboarding and monitoring services

Hippo work with organisations to improve system/service observability using industry-leading platforms (Splunk, AWS, Dynatrace, Datadog, New Relic). Making use of Open Telemetry data, we aim to improve visibility of user experience, system performance/outputs and DevOps across hybrid/Cloud platforms, increasing security, reducing mean time to detect and accelerating delivery velocity.

Features

• Platform configuration and user onboarding with data custodianship
• Data collection using open-data standard (Open Telemetry Collector)/agents
• Full fidelity data ingest of metrics, logs and traces
• Uses Monitoring-as-Code to automate data collection
• Quickly determine root cause analysis reducing Mean-Time-to-Repair (MTTR)
• Automate troubleshooting and remediation with AI-driven analytics (AI Ops)
• Infrastructure monitoring for on-prem, hybrid and multi-Cloud platforms
• Application Performance Monitoring (APM) to pinpoint performance bottlenecks
• Real User Monitoring (RUM) to capture true user experience
• Synthetic Monitoring to simulate user transactions, quickly detecting issues

Benefits

• Provision of security cleared (SC)-accredited consultants, analysts and engineers
• Data analytics skills across cyber security, IOT, and machine learning
• Reduced ‘time to value’ through accelerated delivery/onboarding models
• Improved observability of processes, systems and services
• User-centred dashboard design to provide real-time visibility and insight
• Use visualisations of real-time data to empower decision makers
• Collect and index any data using open standards
• Robust framework for use case, incident response, playbook development
• Automation of alerts/playbooks; faster resolution time (AI Ops)
• Reduced load on platform support team (via Support Model)

£550 to £1,600 a unit a day

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 opportunities@hippodigital.co.uk. Tell them what format you need. It will help if you say what assistive technology you use.

Framework

G-Cloud 14

Service ID

495604981135915

Contact

Katie Lambeth-Mansell
01133448660
opportunities@hippodigital.co.uk

Planning

• Planning service: Yes
• How the planning service works: Hippo Digital supports planning across all phases, through to service retirement. We can bring expertise to the early phases from policy development to outline feasibility, helping to: - set strategic direction - understand and frame the problem and user needs - develop your vision, outcomes and achievable objectives - build your roadmap. We have conducted significant numbers of Discovery and Alpha projects to help ensure you are set up for success when scaling up delivery, enabling at pace and scaled deliveries. In planning, as at other stages, you will have a dedicated account and delivery partner with access to specialists, including programme, product and architecture. Our practitioners have long experience in the public sector and work to the Technology Code of Practice, Service Standard and Service Manual. They work in the open throughout this phase.
• Planning service works with specific services: No

Training

• Training service provided: Yes
• How the training service works: At Hippo Digital, knowledge sharing and developing our client’s skills are a core part of any engagement.; ; We often work in co-located teams, designing, delivering and implementing Cloud services in the open and transparently with your people and other suppliers. Our collaborative approach to working, not only ensures a shared understanding of the problem space and delivery opportunities, but builds practical knowledge around the Cloud service through the design, delivery and migration process. This is not a by-product of our approach, it is central to it.; ; Our GDS-aligned approach helps develop understanding as our team flexes throughout Discovery, Alpha, Beta and phased transition into Live. This ensures that your people are well equipped to continue to support service iteration and live service management.; ; We are also able to help your team develop leadership strategies that will help your organisation better manage your transition to Cloud platforms and services.; ; For ongoing training needs, we run training courses on all aspects of digital design and delivery from our dedicated event and conference space in the centre of Leeds.
• Training is tied to specific services: No

Setup and migration

• Setup or migration service available: Yes
• How the setup or migration service works: Our approach to set up and migration takes a structured approach. We will:; ; 1. Understand your Cloud migration strategy.; 2. Develop and work through your Cloud Migration Checklist using a systemic delivery through:; Step 1—Discovery.; Step 2—Design.; Step 3—Migration.; Step 4—Going Live.; Step 5—Ongoing Support.; ; 3. Accomplish a Successful Cloud migration.
• Setup or migration service is for specific cloud services: No

Quality assurance and performance testing

• Quality assurance and performance testing service: Yes
• How the quality assurance and performance testing works: Hippo Digital’s quality assurance and performance testing approach references a comprehensive set of Non-Functional Requirements (NFRs) and service specific metrics for unit, integration and acceptance testing. ; ; Quality management is core to our approach through the definition of clear acceptance criteria and reference materials as part of the collaborative design and delivery process. ; ; We also automate testing where necessary to reduce undue effort and cost.

Security testing

• Security services: Yes
• Security services type:
  • Security strategy
  • Security design
  • Cyber security consultancy
  • Security testing
  • Security incident management
  • Security audit services
• Certified security testers: No

Ongoing support

• Ongoing support service: Yes
• Types of service supported:
  • Buyer hosting or software
  • Hosting or software provided by your organisation
  • Hosting or software provided by a third-party organisation
• How the support service works: As part of the price quoted, we provide every client with a dedicated Client Partner and management consultant level Delivery Partner to oversee and report on day-to-day operations, provide strategic oversight of work, ensure delivery quality and act as an escalation point, if needed, to ensure client satisfaction. They will be available either onsite, by telephone or email during office hours, to respond and address any support issues quickly and effectively.; ; Technical support enquiries will be addressed by our network of Government Digital and Data (previously DDAT) specialists, who can deliver support as required, along with our flexible experienced operations/management support function, if required. More complex queries will be reviewed to determine the amount of work required to resolve them; any such work may incur an additional charge, which will be discussed with clients before commencing resolution activity.; ; Where contracted for Managed Services, our support teams operate 24x7 ITIL-aligned service management function that operates to contractual Service Level Agreements.

Service scope

• Service constraints: There are no constraints for this service.

User support

• Email or online ticketing support: Email or online ticketing
• Support response times: Typically, we respond to all client queries the same or next day.
• User can manage status and priority of support tickets: No
• Phone support: Yes
• Phone support availability: 9 to 5 (UK time), 7 days a week
• Web chat support: No
• Support levels: Hippo Digital provides customisable levels of support to meet your business needs, which can be provided as standalone support services or augmentation of internal support teams. Technical support enquiries will be addressed by our network of Government Digital and Data (previously DDAT) specialists, who can deliver support as required. More complex queries will be reviewed to determine the amount of work required to resolve them; any such work may incur an additional charge, which will be discussed with clients before commencing resolution activity.; ; Where contracted for Managed Services, our support teams operate 24x7 ITIL-aligned service management function that operates to contractual Service Level Agreements.

Resellers

• Supplier type: Not a reseller

Staff security

• Staff security clearance: Conforms to BS7858:2019
• Government security clearance: Up to Developed Vetting (DV)

Standards and certifications

• ISO/IEC 27001 certification: Yes
• Who accredited the ISO/IEC 27001: Citation ISO Certification Limited
• ISO/IEC 27001 accreditation date: 08/03/2024
• What the ISO/IEC 27001 doesn’t cover: ISO 27001:2013 (certified 8th March 2020). ; Our certificate covers: Digital Service Design Consultancy; ISO 27001:2013 is specifically for Information Security Management Systems, this does not cover the core technology involved in certificate issuance e.g. smartcards, PKI technology. This is covered by our ETSI certification.
• ISO 28000:2007 certification: No
• CSA STAR certification: No
• PCI certification: No
• Cyber essentials: Yes
• Cyber essentials plus: Yes
• 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

  Under the Environmental Responsibility theme of our Social Value (SV) Strategy, we have set three key objectives which aim to fight climate change:; Reduce our Greenhouse Gas intensity to achieve net zero by 2040; Improve resource efficiency; Increase biodiversity and enhance green spaces; ; Working with our carbon consultants Carbonology and carbon measurement platform Dodo, we have developed and published a Carbon Reduction Plan that will guide us to net zero emissions by 2040. Our current carbon intensity per head is 1.65 tCO2e/person.; ; Verified by both the NHS and Crown Commercial Services in 2024, our Carbon Reduction Plan sets emissions reduction targets across our scope 1, 2 and 3 emissions. This year we have committed to:; ; Remove gas heating by 2030; Reduce emissions from electricity consumption by 12% each year; Reduce emissions from homeworking by 8% each year; Reduce emissions from commuting by 10% each year; Reduce emissions from business travel by 8% each year; Reduce emissions from capital goods by 10% each year; ; Our carbon footprints will be made available to Buyers and published on our website each year. ; ; We are committed to reducing office waste (including single use plastic), helping our employees to commute in the most sustainable ways (we offer a Bike2Work scheme, electric vehicle leasing scheme, public transport season ticket loans and fully funded railcards), and have gifted items such as heated throws, oodies and thermal socks, to reduce energy consumption whilst working from home.; ; To drive performance and continuously improve, we complete the Ecovadis sustainability assessment and have been awarded a Silver Award for the past two years.; ; We actively engage and influence clients, employees, suppliers and communities by organising collaborative environmental volunteering days which aim to increase biodiversity and enhance green spaces.

  Covid-19 recovery

  We recognise the COVID-19 pandemic has had far-reaching and long-term consequences and impacts on society and the economy. We also recognise that certain groups and sectors have been more severely affected than others. This is why our SV Strategy has been tailored to support each of these groups:; ; Elderly population: One of the objectives of our SV Strategy is to tackle digital exclusion. We are supporting 100% Digital Leeds and Your Back Yard (Charity) to improve the digital skills of elderly residents in care homes. Our aim is to help elderly residents improve their health by accessing online healthcare, reduce loneliness by being able to contact friends/family through social media, and improve wellbeing by improving access to hobbies and interests online.; ; Socioeconomically disadvantaged communities have borne a disproportionate burden of the pandemic, exasperating pre-existing barriers to employment. To address this, we work with accessible skills bootcamps, such as School of Code, Code First Girls and Generation UK, to sponsor, mentor and employ those who face barriers to employment. ; ; Students and education systems: The COVID-19 pandemic has widened the digital skills gap. Through our school engagement programme, we are partnering with schools, colleges and universities in our communities and delivering hands-on activities which aim to inspire and improve the educational attainment of students. ; ; Small businesses and the third sector: We have taken, and continue to take a pragmatic and tailored approach to the support we can provide, including extension of payment terms, donation of time and materials, sharing of skills, and prioritising third sector organisations for services such as catering. We measure and report our levels of spend retained within local economies and the value spent with SMEs.

  Tackling economic inequality

  Under the Social Equity theme of our Social Value (SV) Strategy, we have set three key objectives which aim to tackle economic inequality:; Inspire and attract diverse talent through equitable hiring; Secure a sustainable talent pipeline through educational engagement; Invest in the continuous development of our people; ; Our inclusive and accessible recruitment process aims to encourage and welcome applications from a diverse range of people. We extend date reach by posting jobs on diversejobsmatter.co.uk, gov.uk/find-a-job and our social media platforms as standard. Gender neutral job descriptions, structured interviews, skills-based tasks and reasonable adjustments made for candidates who require additional support are then used to give fair and equal opportunity to work for us. We are also signatories of the Armed Forces Covenant.; ; Hippo offers employment/development opportunities to disadvantaged and/or underrepresented groups through our engagement with accessible skills bootcamps, such as School of Code, Code First Girls and Generation UK.; ; We have partnerships with organisations covering the communities in which we work, including West Yorkshire Careers Hub, Salford Foundation, Inspire (London), and the STEM Ambassador Network. Employees are encouraged to help support educational attainment by volunteering their time to deliver careers fairs, career insight talks, mock interviews, design in a day workshops and assessment centres. We also work with local colleges to support T-Level work placements requirements and have plans to continue this upskilling/development through higher apprenticeships.; ; Every Hippo is allocated an annual £1,000 budget for training. We have a range of inclusivity policies (maternity/paternity/part-time working) which aim to support and retain the best talent. Our People Ops team, supported by our DI&B Forum, lead on inclusive workplace initiatives (Disability Confident Level 2 award, membership of Tech Talent Charter, and work to become an accredited Real Living Wage employer).

  Equal opportunity

  Under the Diversity, Inclusion and Belonging (DI&B) theme of our Social Value (SV) Strategy, we have set three key objectives which aim to give everyone the opportunity to fulfil their potential:; Grow and sustain a workforce representative of the communities we serve; Ensure everyone has fair and equal opportunity to work for us, irrespective of personal circumstance or background; Transparent reward and promotion for all; ; Gender: We have partnered with Code First Girls, School of Code and Generation UK to provide free coding courses/paid bootcamps, which lead directly to full time employment for women/non-binary people across the UK. We also partner with organisations, such as WILD.; ; Disability: Hippo supports disabled candidates throughout our recruitment process. Both our reasonable workplace adjustment/access to work policies detail our approach to support disabled staff/job applicants and protect them from discrimination, such as offering hybrid working, providing extra/specialised equipment, or tailoring interviews to meet candidates needs with reasonable adjustments (e.g. advanced sight of questions/use of closed captions in meetings). We are a Disability Confident Level 2 Employer.; ; Black, Asian and Minority Ethnic: We advertise all job opportunities on diversejobsmatter.co.uk and gov.uk/find-a-job as standard. Our hiring managers are interview trained which includes unconscious bias, and our pool of interviewers are diverse. Our Ethnic minorities employee community provides a collective voice for those who identify as an Ethnic minority and helps promote/celebrate differences. We also donate old IT equipment to charities to help address digital exclusion, such as Solidaritech who help digitally excluded asylum seekers and refugees.; ; LGBTQ+: Our Pride employee community provides support/internal representation for LGBTQ+ employees/allies. The community supports our PeopleOps function to review company policies and DI&B strategy/plans, to ensure they are inclusive for LGBTQ+ people and encourages Hippos to bring their whole selves to work.

  Wellbeing

  Under the Health and Wellbeing theme of our Social Value (SV) Strategy, we have set three key objectives which aim to improve the health and wellbeing of our people and local communities:; Offer the support and assistance our people need to thrive; Engage with local communities through volunteering and fundraising; Support the growth of the third sector through pro-bono work; ; In recognition of the importance of this agenda to Hippo, we employ a dedicated ESG and Social Value Lead, Steve Saunders, who reports directly to COO Lara Longhurst. ; ; As part of our commitment, we offer a holistic employee assistance programme and a range of flexible benefits, initiatives, and activities that help people and communities thrive. Our approach is guided by ISO:45003 (Psychological Health and Safety at Work), which is part of our accredited management system. From private healthcare to fortnightly yoga, monthly wellbeing payments to financial advice and guidance, our flexible benefits and wellbeing activities can be tailored by each member of our team to support the individual needs of themselves and their families. ; ; We have a network of mental health first aiders, are a Disability Confident Level 2 Employer and signatories of the Mindful Employer Charter. We want everyone to thrive at work and continually review the support we offer from annual employee engagement surveys and monthly pulse surveys.; ; As a business, we are focussed on addressing digital exclusion, supporting local schools, and helping communities to make environmental improvements., and each employee can take two-days paid leave per year to volunteer and support community/third sector organisations. Each of our offices has identified 2 local charities to support (totalling 12 charities), and we partner with third sector organisations to offer Hippo’s expertise on a pro-bono basis.

Pricing

• Price: £550 to £1,600 a unit a day
• Discount for educational organisations: No

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 opportunities@hippodigital.co.uk. Tell them what format you need. It will help if you say what assistive technology you use.