Merkle UK One Ltd

Web Content Management

Merkle provides WCM implementation and management services, hosting everything in the cloud to provide scalable and flexible solutions. These services allows clients to fully outsource the application management and user optimisation of sites. We have platinum partnerships with many of the world's leading software and cloud platform vendors.

Features

• Customer experience strategy & UX/UI design
• Taxonomy, metadata, and information architecture design
• Solution architecture and integration design
• Experience and technology roadmap
• Content operations design and workflow implementation
• Functional platform specification & user story creation
• Platform setup including engineering and quality assurance
• Accessibility, browser and performance testing
• Technical platform management, configuration, operations and integrations
• Training and onboarding services

Benefits

• Marketing operations design to facilitate teams to scale their WCMS
• Optimised customer experience and improved conversion
• Training to aid marketing teams to self serve
• Data and login integration for richer digital services
• New feature adoption
• Whitelabel UX design codebase for faster, more robust deployments

£850 to £1,950 a unit a day

• Education pricing available

Service documents

• Pricing document

  ODT

• Skills Framework for the Information Age rate card

  ODT

• Service definition document

  ODT

• Terms and conditions

  ODT

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 david.spencer@merkle.com. Tell them what format you need. It will help if you say what assistive technology you use.

Framework

G-Cloud 14

Service ID

545118843363039

Contact

David Spencer
+44 (0) 330 060 1813
david.spencer@merkle.com

Service scope

• Software add-on or extension: Yes, but can also be used as a standalone service
• What software services is the service an extension to: WCM can be augmented with wider customer experience management and technology services.
• Cloud deployment model:
  • Private cloud
  • Hybrid cloud
• Service constraints: NA
• System requirements:
  • Managed service
  • Software licences directly or through Merkle

User support

• Email or online ticketing support: Yes, at extra cost
• Support response times: Response times vary from client to client and is based on the impact it has on our clients. Critical tickets are normally reviewed within an hour and support is available 24/7
• 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: Web chat
• Web chat support availability: 24 hours, 7 days a week
• Web chat support accessibility standard: WCAG 2.1 AAA
• Web chat accessibility testing: We use third-party web chat systems and rely on the testing performed by the Web Chat platform vendors.
• Onsite support: Yes, at extra cost
• Support levels: 24 hours, 7 days a week
• Support available to third parties: Yes

Onboarding and offboarding

• Getting started: "We provide training on all the platforms we implement, roll out, and/or manage for our clients.; ; Training has the following types:; ; - Core business user training on the technology/cloud platform.; ; - Training on client-specific setup, for example, features and specific data or service integrations.; ; - Administration: Deeper technical training on configuring and managing the platform.; ; - Developer training: We can upskill and train engineering teams. This is usually done through blended delivery teams, where new engineers work side by side with experienced engineers. It can be done purely through courses supported by training scenarios and documentation.; ; Training can be delivered in classrooms, remotely, and 1-2-1. Training is supported by documentation and video material as appropriate."
• Service documentation: Yes
• Documentation formats:
  • HTML
  • PDF
• End-of-contract data extraction: The WCM platforms we support can be separately licensed. When changing support providers, we would agree on transition terms and activities with you based on your needs and timelines.
• End-of-contract process: This varies from client to client, but the extraction of data and content for a new partner, if necessary, is covered under a change request at additional costs depending on the requirements. We are flexible and allow the new supplier to take the lead on the transition requirements to ensure a smooth handover.

Using the service

• Web browser interface: Yes
• Supported browsers:
  • Internet Explorer 11
  • Microsoft Edge
  • Firefox
  • Chrome
  • Safari
  • Opera
• Application to install: Yes
• Compatible operating systems:
  • Android
  • IOS
• Designed for use on mobile devices: Yes
• Differences between the mobile and desktop service: Generally, there is feature parity. However, this can vary depending on the selected vendor's software platform.
• Service interface: Yes
• User support accessibility: WCAG 2.1 AAA
• Description of service interface: Dependent on selected WCM platform software
• Accessibility standards: WCAG 2.1 AAA
• Accessibility testing: Dependent on selected DAM platform software
• API: Yes
• What users can and can't do using the API: API services available are dependent on the chosen software platform
• API documentation: Yes
• API documentation formats:
  • Open API (also known as Swagger)
  • HTML
  • PDF
• API sandbox or test environment: Yes
• Customisation available: Yes
• Description of customisation: "The WCM platform can be customised in the following ways. The nature of these customisations is driven by client needs and dependent on the selected WCM technology:; ; - Customer-facing web and mobile user interface; - Customer-facing functionality and features; - Content and data integrations; - Search; - Taxonomy; - Metadata"

Scaling

• Independence of resources: NA

Analytics

• Service usage metrics: Yes
• Metrics types: "1 - As per cloud provider; 2 - Content volumes; 3 - User logins ; 4 - Content downloads; 5 - Content uploads; 6 - Web engagement analytics (via additional analytics platform)
• Reporting types:
  • API access
  • Real-time dashboards
  • Regular reports
  • Reports on request

Resellers

• Supplier type: Reseller providing extra features and support
• Organisation whose services are being resold: Adobe, Bloomreach, Contentful, Acquia, Optimizely, Magnolia

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)
  • Other locations
• 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: Another external penetration testing organisation
• Protecting data at rest: Physical access control, complying with another standard
• 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: This varies from client to client, but the extraction of data and content for a new partner, if necessary, is covered under a change request at additional costs depending on the requirements. We are flexible and allow the new supplier to take the lead on the transition requirements to ensure a smooth handover.
• Data export formats:
  • CSV
  • ODF
• Data import formats:
  • CSV
  • ODF

Data-in-transit protection

• Data protection between buyer and supplier networks: Other
• Other protection between networks: Private Network VPC Peering
• Data protection within supplier network: IPsec or TLS VPN gateway

Availability and resilience

• Guaranteed availability: "Merkle services are dependent on agreed SLAs. We can provide application support 24/7.; ; Cloud software availability is dependent on the chosen technology, partner and support contract."
• Approach to resilience: Dependent on the chosen technology, partner and support contract.
• Outage reporting: Dependent on the chosen technology, partner and support contract.

Identity and authentication

• User authentication needed: No
• Access restrictions in management interfaces and support channels: Dependant on cloud software
• 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: User-defined
• Access to supplier activity audit information: Users have access to real-time audit information
• How long supplier audit data is stored for: User-defined
• How long system logs are stored for: User-defined

Standards and certifications

• ISO/IEC 27001 certification: Yes
• Who accredited the ISO/IEC 27001: DNV
• ISO/IEC 27001 accreditation date: 28/04/2024
• What the ISO/IEC 27001 doesn’t cover: There are no scope exclusions on the certificate, however the only control not on the scope is the outsourcing of development as everything is built in house.
• ISO 28000:2007 certification: No
• CSA STAR certification: No
• PCI certification: Yes
• Who accredited the PCI DSS certification: Online Enterprises, dba Online Business Systems
• PCI DSS accreditation date: 20/11/2023
• What the PCI DSS doesn’t cover: 2.1.1 – Not Applicable - There are no wireless environments in scope for assessment; 2.6 – Not Applicable – Dentsu is not a shared hosting provider; 3.6 – Not Applicable - Dentsu does not share keys with its customers; 4.1.1 – Not Applicable - There are no wireless technologies in scope for assessment; 6.4.6 – Not Applicable – No significant change occurred within the past 12 months; 8.1.5 - There are no vendors providing remote management services to Dentsu; 8.5.1 - Dentsu does not have remote access to its customers’ premises
• 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: Dentsu maintains a group-wide Security Policy, aligned to ISO27001 framework, that is approved, published, and reviewed by senior management. The purpose of our policy is to provide a framework, based on industry standards and best practice, for assessing security risk and deploying appropriate security measures. Dentsu expectations, requirements, and control objectives are defined in this policy and helps ensure Dentsu meets these. The scope of our Security Policy encompasses all Technology (IT) assets, data, and services that are owned, controlled, or used to conduct Dentsu business.

Operational security

• Configuration and change management standard: Conforms to a recognised standard, for example CSA CCM v3.0 or SSAE-16 / ISAE 3402
• Configuration and change management approach: Our service platforms fall under a standard set of IT protocols we operate under inclusive of a formal, documented change management process to assess any system level changes for both security and performance impacts.
• Vulnerability management type: Conforms to a recognised standard, for example CSA CCM v3.0 or SSAE-16 / ISAE 3402
• Vulnerability management approach: Merkle Security maintains a threat intelligence function. On a daily basis, the Cyber Security Team reviews the threat landscape and manages security tools that protect our estate. They monitor intel and vulnerability data from multiple sources, including vendors, public domains, national organizations, and managed security service providers (MSSP).
• Protective monitoring type: Conforms to a recognised standard, for example CSA CCM v3.0 or SSAE-16 / ISAE 3402
• Protective monitoring approach: Merkle consolidates and assesses significant system events using a managed security information and event management (SIEM) solution. The system is tuned to provide event correlation across multiple system layers and provide alerts when unexpected activities are detected.
• Incident management type: Conforms to a recognised standard, for example, CSA CCM v3.0 or ISO/IEC 27035:2011 or SSAE-16 / ISAE 3402
• Incident management approach: Merkle has established procedures for managing security incidents (including data breaches) using a structured framework that is aligned to the National Institute of Standards & Technology (NIST 800-61).The Security and Data Incident Management Policy establishes notification targets associated with incident severity. As a general rule, any affected client or external party will be notified without undue delay, and where feasible, not later than 72 hours.

Secure development

• Approach to secure software development best practice: Conforms to a recognised standard, but self-assessed

Public sector networks

• Connection to public sector networks: No

Social Value

• Social Value:

  Social Value

  • Fighting climate change
  • Equal opportunity
  • Wellbeing

  Fighting climate change

  Accelerating climate change and natural resource constraints, digital transformation and the continued rise of inequality are transforming the environment in which we live and work. By using the power of digital communications and marketing, we can address inequality, create opportunities and uncover solutions to society’s greatest challenges. We do this through our work with stakeholders and by sharing our knowledge and talent with the communities in which we operate. Our aim is to drive the delivery of the UN Sustainable Development Goals and to deliver social impact across the globe.; Dentsu’s Environmental Policy requires that suppliers comply with applicable environmental legislation, identify and manage environmental impacts to achieve best in class environmental performance, and ensure staff are aware of the environmental impacts of their work activities.; We have an Environmental strategy centered around three pillars: Sustainable World, Fair and Open Society and Digital for Good. These represent areas where dentsu’s uniquely positioned to drive change, leveraging our capability in data and technology, creativity and innovation. Our strategy is fuelled by our people, and success will depend on multi-stakeholder collaboration as well as innovating our own operating model. Our Social Impact Report reflects on the progress made against our 2020 targets and goals, and also sets out the biggest opportunities for growth from good as we look at the next ten years and pivot our focus to our new 2030 strategy.; We know that for business growth to be truly sustainable, we must accelerate the transition to a low carbon future, and therefore we have committed to becoming a Net Zero emissions business by 2030. The radical decarbonisation of our business and value chain is only the first step – by raising awareness through our powerful work, we have also committed to helping 1 billion people make better, more sustainable choices.

  Equal opportunity

  Diversity, Equity and Inclusion (DEI) is firmly embedded in our company vision. Our global DEI principles outline our unwavering commitment to a diverse workforce that represents wider society and fostering inclusion and has been defined as a key competency for our employees in our behavioural framework. We want to foster an environment of growth, where ideas and contributions are actively encouraged. We need this culture of courage to continue to thrive in our fast-paced industry.; Our people have created our seven DEI pillars (Gender, Ethnicity, Mental Health, Religion, Parent and Carer, Disability and LGBTQ+). Each group is made up of individuals from Merkle and each programme is sponsored by a member of the Merkle Executive Team. We are proud to have been recognised as industry leaders by the likes of Microsoft who named us the winner of Global Inclusive Marketing and Culture Partner Award in 2020.; We believe everyone has the right to feel included in their place of work, and able to be their authentic selves. We know that diversity and inclusion in the workplace – that is, diversity of thought, background and experience – is what drives creativity and innovation, which in turn lets us produce truly great work. Our goal is to make Merkle an inclusive, equitable workplace that is representative of the markets in which we operate, and where our differences are celebrated. We seek to educate and empower our colleagues and effect positive change within the wider industry – because the benefits of diversity in the workforce are too strong to ignore.

  Wellbeing

  Mental health has never been spoken about more candidly or frequently. Taboo still surrounds the topic, however, and many people feel unable or unwilling to talk about struggles with mental health in any setting, let alone a professional one. Work is a place where you spend a huge proportion of your week, and we believe it shouldn’t be somewhere that mental wellbeing is forgotten or put away in a box to be dealt with at another time. In fact, we believe quite the opposite. We seek to make Merkle a workplace with a formal support network for those struggling with, or affected by, mental health conditions, plus provide easy access to work mental health resources whenever they’re needed. By actively encouraging our senior leadership to speak openly about how mental health issues have affected them or those they love, we have seen an uptake in use of resources like our mental health first aiders. We raise awareness and educate the Merkle community on all conditions and their potential circumstances and aim to become a leading voice for change within corporate policy.; Dentsu has committed to three key areas of focus: flexibility and time off, upskilling and empowering managers, and support for home schoolers. All employees can access an array of support tools, including counselling, mental health first aiders, mindfulness platforms (inc. Headspace), three wellness days per year and a sickness policy that includes mental health leave.

Pricing

• Price: £850 to £1,950 a unit a day
• Discount for educational organisations: Yes
• Free trial available: No

Service documents

• Pricing document

  ODT

• Skills Framework for the Information Age rate card

  ODT

• Service definition document

  ODT

• Terms and conditions

  ODT

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 david.spencer@merkle.com. Tell them what format you need. It will help if you say what assistive technology you use.