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IEG4 Limited

Website Content Management for Local Government

Headless web content management system separates content management from delivery, offering platform-independent presentation of content across multiple channels/devices. Provides multi-lingual capabilities and website personalisation, ensuring tailored experiences for diverse audiences. Provides foundation for accessible and responsive websites. Non-technical management tools, robust extensibility, integration focus all support seamless user journeys.

Features

  • Delivers content through standard compliant API to any channel
  • Includes WCAG 2.2 accessible responsive website templates
  • Customisable publishing workflow management tools
  • Content Versioning / rollback for all content types
  • Personalised content for both signed-in and non-signed in users
  • Manage multiple websites, blogs & microsites with definable content schemas
  • Content scheduling and lifecycle management
  • Asset/Media Library to manage images, documents and video
  • One-stop citizen engagement platform with IEG4's Customer Portal components
  • Library of common forms for Local Government

Benefits

  • Managed accessibility on any device ensuring compliance across web estate
  • Pre-designed templates with accreditation ensure WCAG 2.2 compliance.
  • Improves content governance with granular permissions and workflow publishing tools
  • Create personalised, engaging customer experiences
  • Manage and control your entire web estate
  • Supports a seamless user journey between web content and transactions
  • Maximum uptime and resilience on our Azure-based cloud infrastructure
  • Managed Service from an experienced, proven hosting/service management team
  • Headless content management promotes platform independent content
  • Single version content promotes operational efficiency and cost savings

Pricing

£16,000 a licence a year

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 Stephen.ferry@ieg4.com. Tell them what format you need. It will help if you say what assistive technology you use.

Framework

G-Cloud 14

Service ID

5 1 3 4 3 7 7 2 2 7 7 1 8 9 1

Contact

IEG4 Limited Stephen Ferry
Telephone: +44 7808016977
Email: Stephen.ferry@ieg4.com

Service scope

Software add-on or extension
No
Cloud deployment model
Public cloud
Service constraints
None.
System requirements
  • Access to the internet via a modern browser such as:
  • Chrome
  • Safari
  • Edge
  • Firefox
  • Opera

User support

Email or online ticketing support
Email or online ticketing
Support response times
The IEG4 Service Desk standard working hours are Monday to Friday 09:00 to 17:00 (excluding English Public Holidays). Support tickets response and resolution target times (which are based on working hours) for differing Priority Levels are as follows: Priority Level A, Response 1 hour and Resolution 8 hours; Priority Level B, Response 2 hours and Resolution 24 hours; and Priority Level C, Response 4 hours and Resolution 48 hours. Priority Level D (non-production matters and service requests) does not have target times but individual items will be addressed quickly and efficiently.
User can manage status and priority of support tickets
Yes
Online ticketing support accessibility
WCAG 2.1 AA or EN 301 549
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
IEG4 has a single standard support model included in the annual fees. The IEG4 service desk operates weekdays 09:00 – 17:00 (excluding English Public Holidays). Customers can raise, and monitor progress of, support tickets using a 24*7 online support management system. Email is also available and telephone may be used during working hours.
We have a team of staff dedicated to handling service desk requests with specialist resources available for more complex issues. This ensures that support tickets are addressed rapidly by highly efficient and knowledgeable staff.
To ensure effective prioritisation and responsiveness, support tickets are assigned to 1 of 4 Priority Levels, A-D.
A: Extreme Urgency - the production system is unusable for multiple organisations, or a high percentage of system users within a single organisation.
B: Urgent - a significant component or group of components of the production system is not functional for a number of system users.
C: Important - a component or group of components of the production system is not functional for an individual user of the system.
D: Standard - an issue related to non-production services, or a request for configuration changes, or enhancements, or a general query.
A technical account manager is provided.
Support available to third parties
Yes

Onboarding and offboarding

Getting started
IEG4 perform all setup tasks including: installing the software to the development and live environments, installation of selected templates or custom design, workshop for Taxonomy & Information Architecture, URL re-mapping, Training for Webmaster and Content authors. Project Management, implementation services, in-person training, online training (including videos), online user documentation and telephone support will all be provided.
Service documentation
Yes
Documentation formats
  • HTML
  • Other
Other documentation formats
Online via GitBook
End-of-contract data extraction
Via the Content Management System API for database export initiated as a service request
End-of-contract process
JSON extracts of all data made available for download, provided at no additional cost.

Using the service

Web browser interface
Yes
Supported browsers
  • Microsoft Edge
  • Firefox
  • Chrome
  • Safari
  • Opera
Application to install
No
Designed for use on mobile devices
Yes
Differences between the mobile and desktop service
None
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
Provide content to a range of channels such as Responsive Website, Native apps and Smart devices
API documentation
Yes
API documentation formats
Open API (also known as Swagger)
API sandbox or test environment
Yes
Customisation available
Yes
Description of customisation
The service is highly configurable and designed to be adapted to the specific needs of the Council. The headless CMS web content management system separates content management from content delivery. A comprehensive suite of content management tools is provided with the ability to manage content approval. The council can easily edit the website design with stylesheet access. The council may add analytics and/or accessibility monitoring. The council's website can be personalised via the use of components. A single source of content can be created which can be deployed across all relevant channels. The customer can decide who has permission to perform customisations as the administration of such permissions is performed by the council.

Scaling

Independence of resources
Azure provides the isolation between our infrastructure and other azure users. Within our azure infrastructure each of our customers database has its own guaranteed performance level via the service quota inbuilt into Azure. The same applies to web sites, where customer share a website we monitor the usage and can scale up/out as demand increases. Users with bigger demands are placed on their own dedicated server.

Analytics

Service usage metrics
Yes
Metrics types
Usage and performance statistics.
Reporting types
  • 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
User control over data storage and processing locations
Yes
Datacentre security standards
Complies with a recognised standard (for example CSA CCM version 3.0)
Penetration testing frequency
At least once a year
Penetration testing approach
‘IT Health Check’ performed by a Tigerscheme qualified provider or a CREST-approved service provider
Protecting data at rest
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
Service request to service desk is made and executed on behalf of the customer.
Data export formats
Other
Other data export formats
XML
Data import formats
Other

Data-in-transit protection

Data protection between buyer and supplier networks
TLS (version 1.2 or above)
Data protection within supplier network
Other
Other protection within supplier network
Microsoft Azure includes a robust networking infrastructure to support application and service connectivity requirements. Network connectivity is possible between resources located in Azure, between on-premises and Azure hosted resources, and to and from the Internet and Azure.

Availability and resilience

Guaranteed availability
We have an Availability Percentage Target for the Service of 99.9% in each whole Month for agreed core hours.
Approach to resilience
IEG4 uses Microsoft Azure cloud infrastructure, providing a secure and ISO 27001 Compliant platform. Back up is across dual UK Data Centres and closed Fibre Network with 24 x 7 Support and Service. IEG4 operates a single ‘front door’ for councils and citizens meaning a requested service can be offered by either Microsoft data centres in a load balanced manner with the most ‘local’ server offering service.
To guard against a catastrophic failure within a data centre region, IEG4 utilises the Azure capability to geo-replicate data to a different data centre region. Active geo-replication is a business continuity solution that allows the application to perform quick disaster recovery of individual databases in case of a regional disaster or large-scale outage. Even with a total data centre loss, the service will continue.

We use auto-failover groups with an automatic failover policy, so an outage that impacts any database in the group prompts automatic failover to the secondary region. These groups provide read-write and read-only listener endpoints that remain unchanged during failovers. Applications do not need to be re-configured in the event of a failover. The failover endpoint will automatically route traffic from the application to the server in the secondary region.
Outage reporting
Public dashboard and email alerts.

Identity and authentication

User authentication needed
Yes
User authentication
Username or password
Access restrictions in management interfaces and support channels
User access gets defined within the application; default roles are Owner, Developer, Editor and Reader.

IEG4 staff access to the database and Azure services is restricted by role and Azure AD Privileged Identity Management. Therefore IEG4 staff only have the access required to support the system and only at the time they need it. All elevated access is logged within the PIM service. Role elevation requires 2FA.

Within the Azure cloud, the Azure SQL Server and Azure Storage accounts are locked down to only allow access from within the IEG4 controlled VNET, significantly reducing the potential surface area for attack.
Access restriction testing frequency
At least once a year
Management access authentication
  • 2-factor authentication
  • Username or password

Audit information for users

Access to user activity audit information
Users have access to real-time audit information
How long user audit data is stored for
Between 1 month and 6 months
Access to supplier activity audit information
You control when users can access audit information
How long supplier audit data is stored for
Between 1 month and 6 months
How long system logs are stored for
Between 1 month and 6 months

Standards and certifications

ISO/IEC 27001 certification
Yes
Who accredited the ISO/IEC 27001
Schellman (V13 review)
ISO/IEC 27001 accreditation date
29/11/2011
What the ISO/IEC 27001 doesn’t cover
Services outwith Microsoft data centres. Scope extends during 2024 to full IEG4 service.
ISO 28000:2007 certification
No
CSA STAR certification
Yes
CSA STAR accreditation date
19/06/2020
CSA STAR certification level
Level 3: CSA STAR Certification
What the CSA STAR doesn’t cover
Services outwith Azure datacentres.
PCI certification
No
Cyber essentials
Yes
Cyber essentials plus
Yes
Other security certifications
No

Security governance

Named board-level person responsible for service security
Yes
Security governance certified
Yes
Security governance standards
Other
Other security governance standards
ISO 27001:2022 from mid 2024 /
Cyber Essentials /
Cyber Essentials Plus /
Data Security and Protection Toolkit (DSPT)
Information security policies and processes
Information Security Management System (ISMS) implemented in accordance with ISO 27001:2022 . Policies are available to all personnel supported by compliance training. Policies are reviewed at least annually and changes are communicated via refresher sessions to staff.

Access to cloud services is restricted by role and controlled by our Development Director, who has direct escalation procedures to the Chief Executive Officer.

Operational security

Configuration and change management standard
Supplier-defined controls
Configuration and change management approach
IEG4 Configuration management is a series of toolsets and procedures to manage all components of IEG4 solutions. Our change enablement practice focuses on the delivery of software/platform changes, typically initiated via our product team. Development is scoped and assigned, with security considerations highlighted and mitigated. Changes are implemented by development with peer review via pull requests ensures quality, with additional security scanning using SonarCloud. Releases are deployed through a DevOps pipeline, tested rigorously in test environments via Octopus, and signed off by both product and customers before deployment to live environments. Octopus Deploy is used as repository for all configurations.
Vulnerability management type
Conforms to a recognised standard, for example CSA CCM v3.0 or SSAE-16 / ISAE 3402
Vulnerability management approach
We secure Azure servers and workloads with Microsoft Defender for Cloud, providing cloud-native protection against cyber threats. Defender safeguards SQL Azure Database, App Service, Storage, and Key Vault, continuously monitoring for potential threats providing actionable alerts and mitigations. Leveraging the MITRE Attack Matrix, alerts are prioritised by severity, aiding threat analysis. For SQL servers, advanced threat protection monitors for SQL injection, brute-force attacks, and more, delivering alerts and guidance within Defender. Azure App Service hosts our web apps, with automatic OS patching aligned to Patch Tuesday. Azure SQL Database ensures security, compliance, and performance through continuous updates and hot patching.
Protective monitoring type
Supplier-defined controls
Protective monitoring approach
Both IEG4 and Microsoft monitor relevant sources of information relating to threat, vulnerability and exploitation. Defender safeguards SQL Azure Database, App Service, Storage, and Key Vault, continuously monitoring for potential threats and offering actionable alerts and mitigation steps. Leveraging the MITRE Attack Matrix, it prioritises alerts by severity, aiding in threat analysis. For SQL servers, advanced threat protection monitors for SQL injection, brute-force attacks and more.

Microsoft’s Security Response Center (MSRC) regularly monitors external security vulnerability awareness sites. As part of the routine vulnerability management process, Microsoft evaluates exposure to these vulnerabilities and leads action to mitigate risks when necessary.
Incident management type
Supplier-defined controls
Incident management approach
The IEG4 Incident Management Standard Operating Procedure (SOP) defines the policies and procedures employed to establish an effective Incident Management process. This SOP documents the IEG4 approach to the management of the lifecycle of incidents from initial incident recognition to restoration of normal service with subsequent analysis aimed to reduce the likelihood of reoccurrence.

The SOP covers the complete Incident Management practice for all incidents causing an interruption in an IT service or a reduction in business efficiency. This includes IT issues impacting on the risk to clinical safety or giving rise to actual or potential security or data risks.

Secure development

Approach to secure software development best practice
Supplier-defined process

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

IIEG4 is committed to support our community on fighting climate change. We have set out a clear strategy to achieve carbon neutrality from our business operations at the latest by 2035. IEG4 has a Carbon Reduction Plan using the Maestro and Greenly platforms to baseline our emissions and underpin the setting of short and long-term reductions goals.

Our carbon footprint is already in the lowest quartile for our sector. Reduction has been achieved through a number of proactive reduction measures, including:

• Minimising car and rail travel via use of e.g. collaboration tools
• Encouraging flexible working and shared travel methods where possible
• Utilising only cloud-based development environments, deploying all our solutions in Microsoft Azure
• Minimising our energy use with LED lighting and maximising the use of renewables
• Increasing recycling in line with WRAP guidelines and reducing waste
• Provision of electrical vehicle charging points at our office to encourage and support the uptake of zero-emissions vehicles.
IEG4’s product suite is entirely digital, there is no carbon in our products, the materials we use or supply chain. Indeed as digital by default services which supplant more traditional communication channels, our products have the additional benefit of driving down e.g. use of paper and the need to travel to resolve issues. This supports our customers in reducing their own environmental impact.
IEG4 staff receive training through Greenly to understand their actions and minimise their impact, focusing on waste reduction and resource optimisation. They also have a volunteering allowance for projects like local Christmas tree recycling. Additionally, we promote recycling through local partnerships with the Salvation Army and St Luke’s Cheshire Hospice. Data centre operations are the largest contributor to IEG4’s own carbon footprint and we, and you, will benefit from Microsoft’s commitment to be carbon negative by 2030.

Covid-19 recovery

In response to the changes and challenges of recovering from the impacts of the pandemic, IEG4 has provided work opportunities where possible or provided training to appointed organisational employees, who can then share their knowledge with others to support personal development and increase their chances of securing employment.
The use of this facility through ‘Champions’ and ‘Community Hubs’ is actively encouraged by IEG4. During and since the pandemic IEG4 has created employment and hired employees from sectors with known skill shortages (e.g. Software Development and Marketing). If hosting an event in an area, we seek to utilise local skills to support us, such as local college students/community groups to promote our event through their hospitality, media skills, etc. This provides real-life experiences to support studies, wellbeing and purpose.
To support the physical and mental health of people affected as a result of Covid-19, IEG4 has a solution that focuses on place-based care. Encouraging and promoting proactive prevention and enabling citizens to utilise and access services local to them that are personalised to their needs and interests, thereby reducing further demand on health and care services.
IEG4’s product suite is designed to supplant more traditional communication channels, and our products have the additional benefit of supporting the transition to remote working allowing our customers to improve workplace conditions by offering staff more flexibility.
IEG4 can deliver its solutions entirely remotely if required. Newcastle City Council implemented our Customer Portal during the height of the pandemic completely remotely, which meant that no IEG4 team member travelled to Newcastle and thereby eliminated potential CO2 emissions and pollutants. We have continued to offer this delivery approach but recognise sometimes that on-site meetings are more effective. In such cases we ensure our personnel travel to site using sustainable travel solutions including car sharing if possible.

Tackling economic inequality

At IEG4, we are aware of economic inequality in and between societies. We have, and continue to donate to charities, many of which address and tackle such economic inequality. IEG4 donations include monetary, material and time donations to local clothing and food banks.
IEG4 has always and continues to offer placements and work experience through its relationship with organisations such as Manchester Metropolitan University (MMU) and The University of Manchester. We have had three placements from MMU and indeed one of our current team joined permanently from MMU.
IEG4 also recognises the digital disadvantages that result from economic inequality. IEG4 promotes digital take-up, reaching out to the digitally excluded, by providing digital devices to a number of our customer sites (e.g. Newcastle City Council, London Borough of Southwark) in order to incentivise digital citizen engagement and reduce the digital divide.
In addition to mentoring initiatives e.g. Mission Include, specifically aimed at promoting equality, we offer local school/college information sessions which can be conducted virtually, to promote technology and STEM to students or provide assistance on the core skills needed in the modern work environment.
IEG4 always seek opportunities to purchase, promote engagement and support a diverse chain of local businesses. IEG4 uses a varied network of businesses in our supply chain focussed on other SMEs, new businesses and startups to support our innovation journey e.g. our work with Alchemy Digital, an SME, on the co-design and co-creation of the next iteration of the IEG4 website.
IEG4 has built its reputation on the provision of innovative solutions which deliver true value to our customers. For example, our partnership with Microsoft which provides a base for use of innovative technologies such as the recent use of Copilot for Azure to simplify cloud operations and management delivering cost benefits to our customers.

Equal opportunity

Inclusivity for all is a core element of IEG4’s values and is a strong feature of all our collaborative projects. We do not discriminate and operate comprehensive policy-based governance to ensure equal, fair, and inclusive treatment for all. IEG4 is committed to acting ethically and with integrity in all our business dealings and relationships. We expect the same high standards from all our stakeholders including our supply chain.
IEG4 has a clear recruitment and equal opportunities policy which confirms our commitment to our customers in meeting objectives for tackling workforce inequality. IEG4’s policies incorporate the principles of the Disability Confident Scheme which ensure that IEG4 is actively inclusive in our recruitment of new employees and retention practices. IEG4 promotes a diverse and inclusive workplace, where employees from various backgrounds feel supported, respected, and valued.
IEG4 has no staff below the Living Wage and actively reviews the market to assess pay conditions to ensure we attract and retain staff to support our customers. This has included a diversity pay review to ensure equality in pay for similar roles irrespective of race or diversity within the company.
IEG4 is committed through our supply chain to ensure our suppliers adhere to meeting best practice to avoid exploitation of employees and seeks annual clarification via the Modern Slavery Assessment Tool.
IEG4 continually invests in training and development programs to ensure that all employees have opportunities to advance and enhance their careers and acquire new skills. This not only benefits individual employees but also contributes to a more skilled and diverse workforce.
We use personal development plans, role career progression mapping, mentorship and leadership development initiatives to support individual career progression.
IEG4 also provides enabling technology to support our customers in the promotion of workforce equality through the deployment of accessible solutions compliant with WCAG.

Wellbeing

IEG4 understands the importance of wellbeing and continually promotes this to its team and stakeholders. Commitments made include hybrid working to promote work/life balance, signing up to the Mental Health at Work Commitment, flexible working hours, inviting external individuals and companies to run wellbeing sessions and offering ‘Community Days’ where IEG4 team members can help their community and support their personal wellbeing.
Our practices include consulting with staff to ensure we actively engage with them and address the matters that cause the most concern or stress. Forums include 1:1 meetings and all hands calls. Quarterly reviews on core wellbeing and health issues drive an action plan for continuous improvement.
IEG4 has an employee handbook which documents the services open to our employees to support their wellbeing and everyone is encouraged to ask for help if they need it. This includes financial wellbeing support via our pension provider, Standard Life. We encourage all staff to become involved in physical activity and can on occasion combine this with some of our charitable ambitions e.g. a charity run for the Anna Freud Charity.
We continually promote team-building activities and encourage positive social interactions among colleagues. All our staff have a 1 day per annum volunteering entitlement and use this either for personal preferences or collectively where there is an opportunity to do so.
All IEG4 staff are encouraged to maintain a healthy work-life balance by setting clear boundaries and providing opportunities for downtime. We used office automation tools to promote e.g. limited after-hours work communication.
Our platform development itself is evidence of a product produced working in partnership with key customers on the co-design of the solution. Working in an Agile manner had allowed us to embrace continued development based upon innovative options proposed by our partners.

Pricing

Price
£16,000 a licence a year
Discount for educational organisations
No
Free trial available
No

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 Stephen.ferry@ieg4.com. Tell them what format you need. It will help if you say what assistive technology you use.