CADENT ANALYTICS LIMITED

AI Powered Chatbot and Student Engagement Platform

The Galvia Student Engagement Platform enhances higher education by leveraging conversational AI and data intelligence. Engage: A multi-platform, multi-lingual AI chatbot engages students with 24/7 access. Understand: Delivers reliable insights with query analytics, on-demand surveys, and sentiment analysis. Support: Triages and connects students with timely and applicable student services.

Features

• Multi-Lingual AI Chatbot to improve student engagement and support access
• Multi-Channel Chatbot Deployment- website, university app, email, WhatsApp, social media
• Uses Generative AI for useful query responses with resource links
• Student data analytics & visualisation tool for better understanding
• Survey & Outreach tool with multi-platform feedback capability
• Sentiment analysis dashboards for insightful student feedback evaluation
• Service Tool integration connecting to human support as needed
• Digital Triage. Map student wellbeing frameworks & care pathways
• Data Integration and AI Predictive Analytics identifies students at risk
• User Friendly CMS to create new or updated query responses

Benefits

• Improve Student Experience: Centralised hub for 24/7 signposting & support
• Increase Student Engagement: Accessibility and insights foster deeper connections.
• Elevate Understanding: real time monitoring of the student population.
• Safeguard Students: Predictive insights for proactive intervention
• Inform Service Improvement: With real-time feedback & data analysis
• Student Check-in: Digitally nudge students to come forward for support
• Student outreach: Engage students less inclined to access support
• Increase Quality Interactions: Task automation to free up time
• Improve Accessibility: Students easily find and access information & support
• Informed Decision Making: Based on data from queries and surveys

£22,000 a unit a year

• Free trial available

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 gcloud@galvia.ai. Tell them what format you need. It will help if you say what assistive technology you use.

Framework

G-Cloud 14

Service ID

567577708607549

Contact

KARINA KELLY
00353(0)830905945
gcloud@galvia.ai

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: This is a standalone software service but it can also be integrated with other software services at a University such as ticketing systems, appointment booking systems, and student record systems.
• Cloud deployment model:
  • Public cloud
  • Private cloud
  • Hybrid cloud
• Service constraints: The solution is fully customisable and we do not have scheduled maintenance windows that affect availability. Technical support provided by Galvia advanced senior support engineers with advanced technical and soft skills All technical support services are available Monday to Friday 9am-5pm GMT.
• System requirements:
  • The end user will require a modern web browser
  • Backend system is deployed using Kubernetes on any compatible infrastructure

User support

• Email or online ticketing support: Email or online ticketing
• Support response times: Galvia offers comprehensive online support and dedicated on-call assistance for queries from 9am-5pm GMT. ; For issues not resolved online, telephone support is available during these hours. ; Additionally, video support via Microsoft Teams is provided as needed.; Special accommodations are made for customers with disabilities. ; All services are available Monday to Friday:; L1: Application Down - L1: 30 minutes.; L2: Serious Degradation - L2: 2 hours.; L3: Moderate Impact - L3: 8 hours.; L4: Low Impact / Inquiry - L4: 24 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: Yes, at extra cost
• Support levels: General support is provided by your dedicated account manager.; Bi-monthly / Monthly client check-in’s held online; Biannual onsite Account Manager sessions available; Service issues are reported by email to our helpdesk.; Technical support provided by Galvia advanced senior support engineers with advanced technical and soft skills; All technical support services are available Monday to Friday 9am-5pm GMT with the following response times:; L1: Application Down - L1: 30 minutes.; L2: Serious Degradation - L2: 2 hours.; L3: Moderate Impact - L3: 8 hours.; L4: Low Impact / Inquiry - L4: 24 hours.; Account on-boarding: Our team records your hardware, software, network, and configuration details during a series of on-boarding calls and discussions to ensure we have your detailed environment information available before your first ticket is filed, further reducing overall resolution times, questions, and delays for each follow-on issue.
• Support available to third parties: Yes

Onboarding and offboarding

• Getting started: Training sessions for any university, offered virtually or in-person, tailored to staff preferences.; Duration ranges from 2 to 4 hours, covering essential topics comprehensively.; Components include:; Interactive tutor-led sessions on core functionalities, features, and best practices of the Galvia Platform, enabling real-time discussions and Q&A.; Step-by-step tutorials for self-paced learning on platform modules and functionalities, accessible anytime.; Live or recorded demonstrations highlighting practical use cases and system capabilities.; Supplementary recorded videos for in-depth explanations and examples on specific topics.; Comprehensive manuals and documentation as reference materials, including detailed instructions, FAQs, and troubleshooting guides.; Training tailored to the specific needs and preferences of the university, aiming for effective platform utilisation and seamless adoption
• Service documentation: Yes
• Documentation formats:
  • HTML
  • PDF
• End-of-contract data extraction: At the conclusion of your contract, we ensure that all customers have access to their data in a convenient and comprehensive manner. We provide a database dump of all your data in a wide range of formats, allowing for easy extraction and transfer to your preferred platform or system. This database dump includes all relevant information stored within our system, ensuring that you have full access and control over your data even after the contract ends.
• End-of-contract process: At the end of the contract, we provide customers with a database dump of their data in various formats, ensuring easy extraction. We also guarantee fulfilment of all contractual obligations before the final handover, facilitating a smooth transition.; All end of contract services will be described in an exit plan and form part of the costs of service.; There are no additional costs associated with end of contract.

Using the service

• Web browser interface: Yes
• Supported browsers:
  • Internet Explorer 11
  • Microsoft Edge
  • Firefox
  • Chrome
  • Safari
  • Opera
• Application to install: No
• Designed for use on mobile devices: Yes
• Differences between the mobile and desktop service: The Chatbot (Student Facing) part of the product is designed to work on both mobile and desktop devices.; The administration back-end of the product, accessed by University staff, is designed to be used on desktop via web browser only .
• Service interface: Yes
• User support accessibility: WCAG 2.1 A
• Description of service interface: The product offers a conversational interface for end users, while the administration back-end is optimised for desktop browser usage.
• Accessibility standards: WCAG 2.1 A
• Accessibility testing: In testing our accessibility, we confirm adherence to semantic HTML structure, keyboard navigation, descriptive alt text for images, optimal colour contrast, clear form labels, visible focus indicators, descriptive link text, organized content with headings, meaningful page titles, and appropriate ARIA attribute usage for dynamic elements. These tests ensure improved usability for users with disabilities, validating navigational ease, content comprehension, and interactive functionality.
• API: Yes
• What users can and can't do using the API: The Galvia product can easily be deployed as a standalone system but is an open platform to allow easy integration with other University systems.; The application is supported by a full set of RESTful APIs which provide Universities with rich integration options.; It will accept data and send data through APIs. ; The API is limited through authenticated connections.; APIs enable integration with platforms including (but not limited to):; Student Information Systems, Library Systems, VLE/LMS, Timetabling, CRM, CMS, Business Intelligence, Service Desk.
• API documentation: Yes
• API documentation formats:
  • Open API (also known as Swagger)
  • PDF
• API sandbox or test environment: Yes
• Customisation available: Yes
• Description of customisation: Our solution is tailored to meet the diverse needs of higher education institutions, accommodating both standard and specialized processes. It offers extensive configurability and expandability, enabling the integration of new features seamlessly. User interface customization options are available to ensure alignment with client branding guidelines.; ; Performance optimization is flexible, allowing adjustments to enhance the customer experience and achieve specific business goals. Additionally, our platform supports customized configurations of data sources and machine learning models.; ; With an API-first architecture, all functionalities are accessible through RESTful APIs, facilitating seamless integration and analytics requirements.

Scaling

• Independence of resources: The service is deployed on cloud infrastructure that is designed to dynamically and automatically scale up based on demand.

Analytics

• Service usage metrics: Yes
• Metrics types: Our analytics provides insights into student queries by numbers, sources, types, response times, resolution status, transfers, and identify trends and peak periods, alongside assessing conversation outcomes.; Integration metrics: Transfer to services such as appointment booking, ticket raise and resolution, human support ; Survey Feature metrics: Sent, response volume
• Reporting types:
  • API access
  • Real-time dashboards
  • Reports on request

Resellers

• Supplier type: Not a reseller

Staff security

• Staff security clearance: Staff screening not performed
• Government security clearance: None

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: In-house
• Protecting data at rest:
  • Encryption of all physical media
  • Other
• Other data at rest protection approach: To protect data at rest in our Kubernetes infrastructure, we enable encryption for Secrets and persistent volumes, implement RBAC for access control, and utilize security features of underlying storage. Regularly update and employ security tools for comprehensive data safeguarding.
• 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: All data can be exported. It can be exported to a flat file format or delimiter such as csv.; Custom data exports can also be requested through our technical team.
• Data export formats:
  • CSV
  • Other
• Other data export formats: XLS
• Data import formats:
  • CSV
  • Other
• Other data import formats:
  • PDF
  • DOC

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)
  • Other
• Other protection between networks: All the communication between the services will be encrypted using SSL/TLS.
• Data protection within supplier network:
  • TLS (version 1.2 or above)
  • Legacy SSL and TLS (under version 1.2)
  • Other
• Other protection within supplier network: Our Kubernetes infrastructure employs multi-layered security measures, including data encryption in transit and at rest, to protect sensitive information. Utilizing Kubernetes' advanced features like RBAC, network policies, and secrets management enhances our security beyond traditional methods. We enforce specific pod-level policies and integrate image scanning for in-depth pre-deployment checks, establishing a robust security framework. Additionally, our reliance on trusted cloud providers like GCP, AWS, and Azure adds an extra layer of security, ensuring comprehensive protection against unauthorized access and various security threats, thus safeguarding data integrity and confidentiality.

Availability and resilience

• Guaranteed availability: Products and services availability: 24/7, 365 days, excluding planned maintenance.; Target availability for products/services: 99.97% during business hours, 09:00 – 17:00, Monday to Friday, excluding bank holidays.; SLA violation protocol: Immediate escalation to the Head of Customer Success and Operations.
• Approach to resilience: Utilises public cloud infrastructure, structured into Regions and Availability Zones.; Each Availability Zone is designed for independence and resilience, minimising impact from disruptions in other Zones.; Deployments of web, application, and database layers across multiple Availability Zones to protect against single-site failures.; Architecture encompasses multiple Zones within a Region, ensuring geographic dispersion and reduced latency.; Regions are strategically located in different geographic areas for enhanced resilience.
• Outage reporting: Our service promptly notifies customers of any outages via email, ensuring timely and transparent communication during service interruptions.

Identity and authentication

• User authentication needed: No
• Access restrictions in management interfaces and support channels: To restrict access to our management interfaces and support channels, we employ role-based access control (RBAC), ensuring that only users with designated roles and responsibilities can access certain areas. Additionally, we mandate multi-factor authentication (MFA) for an extra layer of security, verifying the identity of all users before granting access. We also conduct regular audits and reviews of access logs to monitor and enforce compliance with our access policies. Furthermore, access to these interfaces is time-restricted, limiting the opportunities for unauthorized entry and enhancing our overall security posture.
• Access restriction testing frequency: At least every 6 months
• Management access authentication: 2-factor authentication

Audit information for users

• Access to user activity audit information: Users receive audit information on a regular basis
• 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: No
• ISO 28000:2007 certification: No
• CSA STAR certification: No
• PCI certification: No
• Cyber essentials: No
• Cyber essentials plus: No
• Other security certifications: No

Security governance

• Named board-level person responsible for service security: Yes
• Security governance certified: No
• Security governance approach: Galvia's approach to security governance incorporates leveraging reliable and secure cloud services from leading providers such as GCP, AWS, and Azure. By integrating Kubernetes and situating our infrastructure within the European Economic Area (EEA), we align with EU compliance mandates. Our strategy emphasizes the adoption of recognized security protocols and adherence to critical standards like ISO 27001, illustrating our commitment to robust security governance and the protection of client data. This framework ensures a structured, consistent approach to managing and enforcing our security policies and procedures.
• Information security policies and processes: Galvia adheres to robust information security policies to safeguard its data and systems. Enforce strict access control to limit data access based on necessity, encrypt data in transit and at rest, and have established protocols for incident response. Galvia actively manages risks through regular assessments, educates employees with ongoing security training, and maintains strict vetting and monitoring of third-party vendors. Compliance is ensured through routine policy evaluations and inspections, aligning with legal and regulatory standards to uphold the highest levels of information security. ; We have the following Policies & Procedures in place: ; Access Control Policy (including multi-factor authentication and full-disk encryption), ; Network Security Policy (firewalls, intrusion detection, VPNs, secure Wi-Fi), ; Data Security Policy (SSL/TLS, data backups, disaster recovery, secure physical locations), ; Incident Response Policy, ; Security Awareness Training Policy and Application Security Policy (secure coding practices, security assessments)

Operational security

• Configuration and change management standard: Supplier-defined controls
• Configuration and change management approach: All updates, patches, and configuration changes undergo rigorous security and functionality assessments to ensure optimal performance and integrity. We provide customers with a dedicated 'staging environment,' enabling them to thoroughly test and verify changes prior to their deployment in the production setting. To minimize disruptions, we strategically align our update release schedule with the academic calendar, ensuring smoother transitions and enhanced continuity.
• Vulnerability management type: Supplier-defined controls
• Vulnerability management approach: Glavia follows a detailed process to manage and fix security weaknesses in their systems. We list all technology assets to understand where vulnerabilities might exist. Then, we use special tools and resources to find and identify these weaknesses. After finding them, we decide which vulnerabilities are the most serious and fix those first, usually by applying updates or making changes to settings. We have plans to temporarily protect our systems if we can't fix a problem right away. Galvia keeps track of progress and shares updates with stakeholders. We are committed to keeping their systems safe and up to date.
• Protective monitoring type: Supplier-defined controls
• Protective monitoring approach: We keep a close watch on all systems to quickly spot any signs of a security problem. If we find something wrong, we respond fast, following the rules set in our Service Level Agreement (SLA). How quickly and seriously we respond depends on how severe the security issue is, making sure we tackle the most urgent problems first.
• Incident management type: Supplier-defined controls
• Incident management approach: Our ISO27001 processes include a defined Incident Management process. We act immediately, following a clear set of procedures as outlined in our Incident Management Policy, restoring normal service operation quickly, minimizing impact/disruption. ; All personnel are responsible for reporting incidents to the Information Governance Committee (IGC) or Security Forum representatives as quickly as possible. We have a formal staff Incident Report Form for recording details of incidents.; Security weaknesses will be recorded on a spreadsheet for tracking purposes. Any person can identify weaknesses, which will be managed by the Quality team in conjunction with the Security Forums and IGC as appropriate.

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
  • Covid-19 recovery
  • Tackling economic inequality
  • Equal opportunity
  • Wellbeing

  Fighting climate change

  In our mission to combat climate change, we focus on enhancing operational efficiency and reducing environmental impact by automating processes, thereby cutting down on manual; interventions. Our platform is designed with universal accessibility in mind, promoting equal opportunities across diverse user groups.

  Covid-19 recovery

  Galvia is committed to social value and aligns with the Social Value themes outlined in PPN 06/20. Our digital-first approach aids in COVID-19 recovery efforts, particularly in the educational sector, by empowering universities with tools to support students under fluctuating circumstances.

  Tackling economic inequality

  Our platform also helps tackle economic inequality by offering personalised support and resources to students from diverse backgrounds.

  Equal opportunity

  Galvia promotes equal opportunity by providing universal accessibility through our platform. We champion diversity and inclusion within our team. A testament to our commitment, Girija Shingte, one of our talented data scientists, was a finalist in the 2023 Diversity in Tech Awards, hosted by J.P. Morgan. Girija was recognised in the Rising Star category for Women in Tech, underscoring our ongoing efforts to support and promote diversity within the tech industry.

  Wellbeing

  We prioritise student wellbeing by offering 24/7/365 support and personalised signposting to support services.

Pricing

• Price: £22,000 a unit a year
• Discount for educational organisations: No
• Free trial available: Yes
• Description of free trial: Chatbot capability demonstration based on University's own information e.g. website

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 gcloud@galvia.ai. Tell them what format you need. It will help if you say what assistive technology you use.