Hello Lamp Post

Hello Lamp Post

Hello Lamp Post is a location based AI digital assistant/ chatbot for public spaces. Accessible via SMS or browser on mobile phones, it offers quick, easy and cost-efficient engagement. This street based service answers FAQs, gathers feedback and provides location specific information, in real time.

Features

• Location relevant, chat system to activate public spaces
• On street engagement to gather anonymous insights and sentiment
• Engagement tool to share information at scale
• Accessible and inclusive technology to engage hard to reach communities
• Automated customer experience, easier access to information and query answering
• Advanced qualitative and quantitative data analytics
• Evaluation reports and dashboard with data and sentiment analysis
• Text based conversations via Mobile Browser, SMS and WhatsApp
• Flexibility to include multiple languages within specific locations
• Addresses multiple use cases (waste management, flood risk, public safety)

Benefits

• Increase inclusivity with diverse, widespread and underrepresented audiences
• Net new data on citizen perceptions and insights, in real-time
• Benchmark and measure changing community behaviours over time
• Increase accessibility with low barrier to entry
• Cost savings on gathering public feedback and operational efficiencies
• Make decision making processes more efficient, using evidence based data
• Saving staff costs and time by automating query answering
• Improve transparency and communication between decision makers and citizens
• Easily adaptable, customisable, always on engagement solution
• Allows internal resource to be directed where it’s most needed

£5,000 to £500,000 a licence a year

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 Louise@hlp.city. Tell them what format you need. It will help if you say what assistive technology you use.

Framework

G-Cloud 14

Service ID

567761850401876

Contact

Louise Barker
0044 7981 360928
Louise@hlp.city

Service scope

• Software add-on or extension: No
• Cloud deployment model: Public cloud
• Service constraints: Buyers are responsible for obtaining permissions for signage and printing and installation of signage.
• System requirements: Web browser to launch insights dashboards

User support

• Email or online ticketing support: Email or online ticketing
• Support response times: 48 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: No
• Support levels: We provide system setup, maintenance, content moderation and project management throughout a license period, as well as continuous client feedback. These are included in the service. Any additional requested support levels will come at an additional cost. We provide a dedicated Customer Success Manager who works with you according to best practice for successful deployments.
• Support available to third parties: Yes

Onboarding and offboarding

• Getting started: Customer user documentation will guide clients through our service setup. End users (the public) will be prompted to interact through universal call-to-action signage and existing chat platforms.
• Service documentation: Yes
• Documentation formats: PDF
• End-of-contract data extraction: Buyers will receive their output report (as a PDF) and data set (.csv / excel) via email at the end of the contract.
• End-of-contract process: Unless the contract/license is renewed, the system will be placed in 'legacy mode' during the data analysis phase, during which the output report, and any agreed post project communications will be produced. There will be an in-person or online debrief with the technical project manager.

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: None
• Service interface: Yes
• User support accessibility: None or don’t know
• Description of service interface: WebApp or SMS interface provided. Service is accessible for most users and SMS is also provided for users where alternative technology options are required.
• Accessibility standards: None or don’t know
• Description of accessibility: WebApp or SMS interface provided. Service is accessible for most users and the service has been designed by a UX expert resulting in updates to the interface including access via keyboard shortcuts, colour balance/contrast and typography and legibility..; ; SMS is also provided for users where alternative technology options are required.
• Accessibility testing: N/A
• API: Yes
• What users can and can't do using the API: Managed API for access to end user citizen data and insights
• API documentation: Yes
• API documentation formats: PDF
• API sandbox or test environment: Yes
• Customisation available: Yes
• Description of customisation: Fully managed customisation of conversation content through correspondence with Implementation Manager and Customer Success Manager.; ; Items that can be updated include:; - Conversation themes; - Signage design; - Branding; - FAQs; - Conversation flow; - Multi-media inclusions; - Links and urls

Scaling

• Independence of resources: Platform runs on an Edge network provided by CloudFlare which is based on Serverless technology this means it auto-scales according to demand.

Analytics

• Service usage metrics: Yes
• Metrics types: Weekly engagement figures, indicative demographic sample, end user sentiment and response trends, engagement by time / date, net engagement score, user re-engagement.
• Reporting types:
  • API access
  • Real-time dashboards
  • Regular reports
  • 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
• User control over data storage and processing locations: No
• Datacentre security standards: Managed by a third party
• Penetration testing frequency: At least once a year
• Penetration testing approach: Another external penetration testing organisation
• Protecting data at rest:
  • Scale, obfuscating techniques, or data storage sharding
  • Other
• Other data at rest protection approach: HLP does not store PII with the exception of a mobile telephone number which is pseudonymised in the system and can't be accessed.
• Data sanitisation process: Yes
• Data sanitisation type: Deleted data can’t be directly accessed
• Equipment disposal approach: A third-party destruction service

Data importing and exporting

• Data export approach: Via requests to the Hello Lamp Post Account Manager.
• Data export formats: CSV
• Data import formats:
  • CSV
  • ODF
  • Other
• Other data import formats:
  • Plain text
  • Excel
  • PDF
  • HTML

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)
• Data protection within supplier network: TLS (version 1.2 or above)

Availability and resilience

• Guaranteed availability: We maintain a 99.9% Service Level Agreement (SLA). Users are refunded pro-rata for any downtime above the stated SLA.; ; 24 hour email response for reported technical issues, outlining investigation process and estimated downtime.; ; 48 hour status report on investigation process.
• Approach to resilience: Platform runs on an Edge network provided by CloudFlare which is based on Serverless technology this means it auto-scales according to demand. ; HLP has been designed to auto-scale horizontally and vertically. Our coding architecture is designed to be robust and written in a modern technology stack.
• Outage reporting: No external outage reports although the internal team at HLP to receive notifications.

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: We have a robust and granular permissions system that controls what users logging into the reporting dashboard can and can't access. Access to management interfaces limited to company employees and protected through two factor authentication.
• Access restriction testing frequency: At least every 6 months
• 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: You control when users can access audit information
• How long user audit data is stored for: At least 12 months
• Access to supplier activity audit information: You control when users can access audit information
• How long supplier audit data is stored for: At least 12 months
• How long system logs are stored for: At least 12 months

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: We may use third parties to process personal information on our behalf. (For example, we may use a third party to provide Site and/or Hello Lamp Post hosting services or to facilitate the provision of information to you or to provide services on our behalf). Where these third parties process your personal information on our behalf, we will ensure that they have adequate security measures in place and are governed by our privacy policies in respect of the use of your personal information.
• Information security policies and processes: We may use third parties to process personal information on our behalf. (For example, we may use a third party to provide Site and/or Hello Lamp Post hosting services or to facilitate the provision of information to you or to provide services on our behalf). Where these third parties process your personal information on our behalf, we will ensure that they have adequate security measures in place and are governed by our privacy policies in respect of the use of your personal information.

Operational security

• Configuration and change management standard: Supplier-defined controls
• Configuration and change management approach: Tickets are created for all changes to our systems. These tickets include information on potential customer impact, testing and security considerations. These changes are all reviewed during change management meetings and must be approved before implementation. ; ; We have a strict code management and segregation policy which is part of a continuous deployment setup which involves quality assurance (QA) before anything is pushed to a live instance. We also have the ability to quickly unmerge deployment (i.e. revert to previous builds) should that be necessary.
• Vulnerability management type: Supplier-defined controls
• Vulnerability management approach: The HLP are constantly monitoring and identifying issues as part of our QA processes and inhouse monitoring and testing. Any issues are addressed typically within an hour for a temporary fix and 24 hours for more permanent solutions.; ; System infrastructure (application, database and servers) are subject to service and security checked on a regular basis. Patches are deployed through an application pipeline before release to the main system.; ; Technical teams provide a monthly report and if a vulnerability is identified, all teams are notified and timelines provided for resolving and warning for similar threats in the future.
• Protective monitoring type: Supplier-defined controls
• Protective monitoring approach: HLP are constantly monitoring and identifying issues as part of our QA processes and inhouse monitoring and testing. ; ; Our cloud providers offer host-based intrusion detection systems that send logs to our centralised systems in the event of a compromise.; ; If a breach is confirmed, our technical support team reaches out to all impacted clients immediately and provide updates periodically every 24 hours until the issue is contained. A root cause analysis is then provided after the remediation, generally within 48 hours.
• Incident management type: Supplier-defined controls
• Incident management approach: Hello Lamp Post has an Incident Response Plan in place that identifies the flow from incident detection to remediation. Clients can report incidents by sending an email to a monitored support inbox or to their technical project manager. Our internal incident reports are circulated so that the team can communicate to any impacted clients.

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
  • Wellbeing

  Fighting climate change

  Hello Lamp Post offers an environmentally conscious solution, providing valuable support to multiple organisations in their efforts to address climate change within their communities. Whether collaborating with the Environment Agency to raise flood awareness across the UK, assisting universities in developing sustainable policies covering recycling, air quality, and transportation, or partnering with local authorities seeking innovative environmental solutions, Hello Lamp Post supports customer journeys towards a greener future.

  Covid-19 recovery

  During the pandemic, Hello Lamp Post extended its support to various public and private sector organisations with care and dedication. Whether it was assisting local governments in crafting safe reopening and recovery strategies, aiding business improvement districts in fostering citizen engagement or helping businesses connect with their employees and gather essential feedback, Hello Lamp Post provided a digital solution that engaged audiences remotely, offering comfort and assistance during challenging times.

  Tackling economic inequality

  Hello Lamp Post has been a valuable partner to numerous organisations and locations worldwide. By driving foot traffic to towns and cities, extending dwell times, and encouraging repeat visits that bolster local businesses, as well as by raising awareness of local events and promotions to ultimately boost consumer spending, Hello Lamp Post contributes positively to community vitality and economic growth.

  Wellbeing

  Hello Lamp Post serves as a bridge to close communication gaps between decision-makers and communities, facilitating positive social change and enhancing community welfare, satisfaction and experiences. Its ongoing support for public sector organisations extends to community safety initiatives, including raising awareness about suicide prevention, enhancing flood resilience, and promoting fire safety in homes. Through these efforts, Hello Lamp Post remains dedicated to fostering stronger, safer and more resilient communities.

Pricing

• Price: £5,000 to £500,000 a licence a year
• Discount for educational organisations: No
• Free trial available: 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 Louise@hlp.city. Tell them what format you need. It will help if you say what assistive technology you use.