Rhubarb Business Services Limited

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
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 hello@therhubarbcompany.com. Tell them what format you need. It will help if you say what assistive technology you use.

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
  • PDF
  • 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
PDF
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

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 hello@therhubarbcompany.com. Tell them what format you need. It will help if you say what assistive technology you use.