Public Sector Survey Tool
RHU Cloud is a UK-based multi-language/channel survey engagement platform. Surveys include online, phone, email, SMS/text message, paper, and tablet. Sentiment analysis functionality and real-time data. Everyone has a voice.
Features
- Real-time customer feedback, AI sentiment analysis and actionable insights
- Collect via: Email, SMS, Web, Mobile, Paper and much more
- Custom branding; colours, fonts, logos and more
- Advanced survey logic and settings
- Multi-language and unlimited active surveys; supporting all languages
- Staff/Colleague engagement via an easy to use UI
- Action alerting, planning and close the loop tools
- Reporting and dashboard tools
Benefits
- Identify insights to help reduce complaints/service failings
- Drive actions, quality and service improvements through actionable insights
- Increase response rates with branded, fully responsive and accessible surveys
- Unlimited survey invites
- Improve operational efficiency and provide resource savings through automated processes
- Data stored in UK locations which are ISO 27001 certified
- All data is encrypted during transit and at rest
- Annual penetration test carried out
- GDPR Compliant
- UK Based Customer Support/Customer Experience Teams
Pricing
£39 to £120 a user a month
- Free trial available
Service documents
Request an accessible format
Framework
G-Cloud 13
Service ID
5 7 9 7 2 1 2 5 3 2 4 0 6 6 6
Contact
Rhubarb Business Services Limited
Paul Tidey
Telephone: 01795435003
Email: hello@therhubarbcompany.com
Service scope
- Software add-on or extension
- No
- Cloud deployment model
- Private cloud
- Service constraints
- N/A
- System requirements
- Non Required
User support
- Email or online ticketing support
- Email or online ticketing
- Support response times
- Tickets can be logged 24/7. Response times are inline with our standard SLA and are based on a priority level
- User can manage status and priority of support tickets
- Yes
- Online ticketing support accessibility
- None or don’t know
- 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
- All users have access to Rhubarb Support; available by telephone and/or email based on the support included in the plan selected
- Support available to third parties
- Yes
Onboarding and offboarding
- Getting started
- Rhubarb offers training services online and on-site as required. Our Customer Experience Team will support you through your onboarding and will be your point of contact for any non-technical related support needs whilst using our platform
- Service documentation
- Yes
- Documentation formats
-
- Other
- Other documentation formats
- Microsoft Word
- End-of-contract data extraction
- Data can be extracted in CSV (Comma Separated Values) format
- End-of-contract process
- Data can be extracted for a set time after the contract ends
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
- Users will see some changes in the mobile UI from that of the desktop UI for compatibility reasons
- 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
- A secure REST API is provided which allows you to automate the sending of data and the integration of any response data with your internal systems
- API documentation
- Yes
- API documentation formats
- API sandbox or test environment
- Yes
- Customisation available
- Yes
- Description of customisation
- Based on the plan selected, functionality is available to tailor surveys which include branding, survey channels, reporting, dashboards, and more. We are happy to discuss any specific requirements
Scaling
- Independence of resources
- Cloud-based resources are highly scalable, resilient and system usage is regularly monitored and capacity increased as required
Analytics
- Service usage metrics
- Yes
- Metrics types
- Rhubarb users can access metrics on Survey Responses, Number of Surveys, Number of Users, User Activity, Campaigns
- Reporting types
-
- Real-time dashboards
- 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
- European Economic Area (EEA)
- Other locations
- User control over data storage and processing locations
- No
- 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 SSAE-16 / ISAE 3402
- Data sanitisation process
- Yes
- Data sanitisation type
- Explicit overwriting of storage before reallocation
- Equipment disposal approach
- A third-party destruction service
Data importing and exporting
- Data export approach
- Users can export data using a variety of file formats which are available within the platform
- Data export formats
-
- CSV
- Other
- Data import formats
-
- CSV
- Other
- Other data import formats
- XML
Data-in-transit protection
- Data protection between buyer and supplier networks
- TLS (version 1.2 or above)
- Data protection within supplier network
- TLS (version 1.2 or above)
Availability and resilience
- Guaranteed availability
- RHU Cloud is available 24/7/365 with a guaranteed uptime SLA of 99.95 percent. Details of service credits are available on request when the SLA is not met
- Approach to resilience
- All services have failover points with redundant hardware and encrypted backups are performed nightly
- Outage reporting
- Service outages are provided by email alerts
Identity and authentication
- User authentication needed
- Yes
- User authentication
-
- 2-factor authentication
- Username or password
- Access restrictions in management interfaces and support channels
- Users are assigned configurable roles and permissions to limit or allow access to functionality within the platform
- 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
- 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
- Yes
- Any other security certifications
-
- ISO 9001:2015 Quality Management - BSI Issued (FS648365)
- ISO 27001:2013 - iomart - Cloud hosting services provider
- Various security accreditations - iomart - Cloud hosting services provider
- Rhubarb working towards being certified ISO 27001 (targeting end 2022)
- Rhubarb working towards Cyber Essentials/Plus (targeting end 2022)
Security governance
- Named board-level person responsible for service security
- Yes
- Security governance certified
- Yes
- Security governance standards
- Other
- Other security governance standards
- Rhubarb is certified to ISO 9001:2015 standards. Our platform is hosted in data centres that are UK-based and certified to ISO 9001 and ISO 27001
- Information security policies and processes
-
Policies, procedures, workflows, and work instructions are managed as part of our ISO 9001:2015 Quality Management Standards. More information on our security policies is available on request.
We plan to be ISO 27001 certified in late 2022.
Operational security
- Configuration and change management standard
- Supplier-defined controls
- Configuration and change management approach
- New features, bug fixes, enhancements, and changes in code are thoroughly tested before being deployed and are measured for risk and impact. We use an industry-recognised project and issue tracking software tool to manage this approach
- Vulnerability management type
- Supplier-defined controls
- Vulnerability management approach
- Rhubarb actively monitors for potential threats and takes appropriate action and includes automated patch updates and emergency code releases
- Protective monitoring type
- Supplier-defined controls
- Protective monitoring approach
- Rhubarb actively monitors the platform using automated measures and alerts for intrusion detection. Incident responses are dealt with in-line with our SLA priority levels
- Incident management type
- Supplier-defined controls
- Incident management approach
- Incidents can be logged/reported by users. These are logged, prioritised, tracked, and actioned as required. RCAs are produced for an outage and any corrective actions are tracked within our ISO 9001:2015 QMS.
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
- Covid-19 recovery
-
Covid-19 recovery
- Access by colleagues and support hybrid working
- Available 24/7 to support flexible working hours
- Ability to provide platform feedback and enhancement information to further support staff/colleagues
- Adopted remote learning/online training - Tackling economic inequality
-
Tackling economic inequality
- Supporting small and local businesses where possible
- Developing a platform that is disruptive technologies
- Everyone has a voice; everyone is welcomed, valued, and able to take part in the conversation
Pricing
- Price
- £39 to £120 a user a month
- Discount for educational organisations
- No
- Free trial available
- Yes
- Description of free trial
- Access to a demo account is available for 14 days