Xansium

User research, UX and service design consultancy

Xansium are a specialist Digital Transformation consultancy providing full Digital Service Standard compliant service for Public Sector. We are experts in advising clients on how to move from Legacy Applications to new future proof secure digital services. We have a long track record of proven delivery success in Public Sector.

Features

• Deliver evidence based research to support cloud transformation
• Identify user needs, motivations and pain points throughout delivery phases
• Qualitative methods - contextual interviews, workshops, usability testing, ethnographic research
• Quantitative methods including surveys, usability testing, analytics
• Ensure needs at core of solution, transformation that delivers value
• Personas/user profiles, empathy mapping for internal/citizen-facing users
• User journey and service mapping to understand user’s as is
• Make design decisions that are evidenced based
• Actionable research insights and recommendations
• A design / service that is GDS compliant and accessible

Benefits

• Oversight from Head of User Research and UX.
• Expertise in research, designing products/services with GDS/CDDO standards
• Experienced SC cleared consultants
• Evidenced based decisions that will deliver the most impact
• Enhance current processes with user centred approach
• Expertise in GDS assessments
• Actionable insights
• User research integrated into service and interaction design and policy

£185.00 to £1,400.00 a unit a day

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

Framework

G-Cloud 14

Service ID

582531037442703

Contact

James Rowlands
07801372573
digitalgov@xansium.com

Planning

• Planning service: Yes
• How the planning service works: Our project teams carry out an initial discovery, review and analysis with the key stakeholders and project leads to ensure the proposed solution best fits the requirement. We follow discovery, alpha, beta and live project phases and this allows us to plan, design and iterate based on user needs, GOV.UK standards as well as offering a scalable and secure solution. Our delivery managers, user researchers and business analysts will build a backlog of requirements which ultimately defines an agile delivery plan. The delivery plan is accompanied by a RAID log which allows clear management, alignment and transparency on any risks.; We encourage open, transparent collaboration with our clients from the planning stages through to end delivery and support. This is done by inviting key stakeholders to agile ceremonies including stand ups, sprint planning and retrospectives.
• Planning service works with specific services: Yes
• Hosting or software services the planning service works with:
  • Salesforce
  • Microsoft Dynamics
  • Microsoft Sharepoint
  • Appian
  • Google Workspace
  • Tableau Reporting
  • AWS
  • Salesforce Marketing Cloud/Pardot

Training

• Training service provided: Yes
• How the training service works: We can provide training for any specific functional application (CRM, Case Management, reporting, bespoke platforms) and we provide a fully documented handover as part of our project delivery. We can arrange vendor specific training, and this can be discussed as part of your project requirements.; ; Our training services are normally provided on site and full documentation and training materials are also provided. We can assist in putting in place digital knowledge bases to assist with information sharing amongst users and ensure best use of your new digital service going forward.; ; If appropriate we can also arrange vendor run training sessions and customised training paths that will ensure users are receiving the most appropriate training topics for their individual needs.
• Training is tied to specific services: Yes
• Services the training service works with:
  • Salesforce
  • Microsoft Dynamics
  • Microsoft Sharepoint
  • AWS
  • Appian
  • Tableau Reporting
  • Office 365
  • Salesforce Marketing Cloud/Pardot
  • Google Workspace

Setup and migration

• Setup or migration service available: Yes
• How the setup or migration service works: As part of our service offering we can provide Change Management expertise to ensure a smooth transition from Legacy or cloud to cloud service. At service launch we can provide an enhanced, on site presence (floor walkers, tech bars etc) to ensure a smooth launch to the new cloud service. We are happy to discuss these requirements on a project by project basis.; Any proposed Cloud based service must allow you to access your data easily in the event the service is offline. We design these processes into our solutions so that data can be easily exported into an offline platform should that be required. We can work with you to produce decommissioning plans for your old legacy applications and also ensure there is a rollback plan post launch in case of issues.
• Setup or migration service is for specific cloud services: Yes
• List of supported services:
  • Salesforce
  • Microsoft Dynamics
  • Microsoft Sharepoint
  • AWS
  • Appian
  • Tableau Reporting
  • Office 365
  • Salesforce Marketing Cloud/Pardot
  • Google Workspace

Quality assurance and performance testing

• Quality assurance and performance testing service: Yes
• How the quality assurance and performance testing works: For simple requirements, per standard Agile methodology, once the work has been done to develop it, it will be tested internally in order to identify any functional problems or mismatch with the acceptance criteria as provided. Should it pass, it will subsequently be handed over to the client for user acceptance testing (UAT), where, if accepted, it will be marked as complete and deployed into production.; For larger bodies of work (for example completely new digital services), a period (typically one week) will be agreed between Xansium and the client for a comprehensive round of functional and user acceptance testing, guided by a test script produced by us with the guidance and sign-off by the client. Where the service is being deployed into a pre-existing, live environment, work will be performed to ensure appropriate regression testing of existing functionality is included into that test script to avoid any disruption to the business.; Code developed by Xansium will be tested by automated unit tests where we will endeavour to achieve a minimum of 75% code coverage. Where appropriate, we can also provide guidance, support and advice on automated testing platforms for organisations that would like full confidence in the future.

Security testing

• Security services: No

Ongoing support

• Ongoing support service: Yes
• Types of service supported:
  • Buyer hosting or software
  • Hosting or software provided by your organisation
  • Hosting or software provided by a third-party organisation
• How the support service works: Our structure for support can be adapted to meet your business needs, but typically falls into one of two categories: we offer a more traditional service where the client purchases a fixed number of hours per quarter, or a more structured and scheduled approach for clients with a desire to implement a continuous improvement programme, with flexibility built in so if issues do arise they will still be looked into within the timeframes set out in the SLAs below, irrespective of the schedule.; ; We will select a delivery manager and a certified technical resource who will serve as your primary points of contact and as your subject matter experts (SMEs) in order to ensure a consistent approach to supporting your service. Your technical SME will also host regular knowledge sharing sessions with the rest of our technical team to ensure a single person dependency does not emerge.; ; We take a multi-channel approach to dealing with support requests: we encourage clients to engage with us however they feel comfortable, whether that be through phone, Slack, or email. We’re developing a service portal where users will be able to submit cases and connect with our technical team through a live chat service.

Service scope

• Service constraints: No

User support

• Email or online ticketing support: Yes, at extra cost
• Support response times: P1 - 15 minutes response, 1 hour target resolution.; P2 - 30 minutes response, 2 hour target resolution. ; P3 - 8 hours response, 8 hours target resolution.; P4 - 3 days response, 3 days target resolution. ; ; SLA Times are based on Monday to Friday 9am to 6pm
• User can manage status and priority of support tickets: Yes
• Online ticketing support accessibility: WCAG 2.1 AA or EN 301 549
• Phone support: Yes
• Phone support availability: 9 to 5 (UK time), Monday to Friday
• Web chat support: Yes, at an extra cost
• Web chat support availability: 9 to 5 (UK time), Monday to Friday
• Web chat support accessibility standard: WCAG 2.1 AA or EN 301 549
• Web chat accessibility testing: Conformance to the listed accessibility standards has been evaluated using a combination of static analysis tools and manual testing with assistive technologies. The following operating system, browsers, toolsets, and screen readers are used for evaluation:; Windows 10, JAWS/Chrome, NVDA/Firefox, manual accessibility testing, and keyboard testing with visual focus.; ; https://www.salesforce.com/content/dam/web/en_us/www/documents/legal/508%20accessibility/service-cloud-chat-arc-nov2020.pdf
• Support levels: Standard Incidents shall include day-to-day fixes, that are anticipated to take less than 3 total days to complete; and managed in accordance with their relative urgency, as outlined below:; ; Non-Standard Incidents shall include any fixes that are anticipated to take more than 3 total days to complete. These shall be agreed, on a piecemeal basis, together with any associated SLAs / milestones.; ; P1 - Severe. Service, or critical proportion of service, unavailable; P2 - Significant. Degraded performance or functionality with no workaround; P3 - Low. Degraded performance or functionality with no workaround; P4 - Minor. Minor performance or functional defect with low business impact; ; Office hours support (Mon-Fri 8am to 6pm) is charged at £800 a day or £80 an hour as per our SFIA rate card rates. Planned weekend support is charged at £1000 a day or £100 an hour. We can also provide unplanned support weekend support service with a call out retainer charge of £500 a day. All support charges are excluding VAT. ; ; We also provide a technical account manager with any Support contract agreements.

Resellers

• Supplier type: Not a reseller

Staff security

• Staff security clearance: Conforms to BS7858:2019
• Government security clearance: Up to Developed Vetting (DV)

Standards and certifications

• ISO/IEC 27001 certification: Yes
• Who accredited the ISO/IEC 27001: Citation ISO Certification
• ISO/IEC 27001 accreditation date: 09/01/2024
• What the ISO/IEC 27001 doesn’t cover: N/a
• ISO 28000:2007 certification: No
• CSA STAR certification: No
• PCI certification: No
• Cyber essentials: Yes
• Cyber essentials plus: Yes
• Other security certifications: No

Social Value

• Social Value:

  Social Value

  • Equal opportunity
  • Wellbeing

  Equal opportunity

  At Xansium, we take great pride in fostering an inclusive and equitable work environment for all employees. Our Equal Opportunity Culture is built on the fundamental principle that every individual, regardless of their background or circumstances, deserves an equal opportunity to thrive and contribute to our projects. We acknowledge the unique strengths that diverse perspectives bring and actively promote an atmosphere that celebrates differences while fostering collaboration and open communication.; ; A key aspect of our Equal Opportunity Culture is providing a supportive and accommodating work environment for individuals with diverse needs. This includes employees who may have been diagnosed with challenging mental illnesses, such as those on the autism spectrum or with anxiety disorders, as well as individuals facing physical illnesses and disabilities such as fibromyalgia. We work closely with our employees to understand their specific requirements and ensure that necessary accommodations are made to enable their full participation and success in their roles.; ; Furthermore, Xansium is committed to addressing unconscious bias within our organisation. We provide regular training and workshops to raise awareness among employees and promote fair decision-making in all aspects of our operations. ; ; Our Diversity and Inclusion Committee actively collaborates with management to implement policies that promote diversity, equity, and inclusion at every level of the organisation.; ; In conclusion, Xansium is unwavering in its commitment to supporting diversity and inclusion across the digital workforce and creating employment opportunities through digital apprenticeships. Our Xansium Digital Academy is instrumental in bridging the skills gap and providing a pathway for individuals from diverse backgrounds to enter the digital workforce. Our Equal Opportunity Culture nurtures an inclusive environment that empowers all employees to thrive, regardless of their unique circumstances. Finally, our client-centric approach, characterised by collaboration and communication, ensures successful project delivery and the establishment of enduring partnerships.

  Wellbeing

  At Xansium our staff are our most important asset. We believe in making sure that a healthy work / life balance is maintained and will actively promote healthy working practices. We provide the option of a comfortable working environment at our office in Gloucestershire and Bristol as well as fully supporting our staff to work remotely when this is a viable option for both the client and staff member’s circumstances.; ; We provide a number of mentoring and support programmes designed to support our staff and their wellbeing. We hold regular staff one to one sessions where any personal or work issues can be freely discussed and most importantly in full confidence. Where staff members need extra support or help we will fully support them find an appropriate support network and if required provide paid leave to deal with any personal or mental health issues. We are very mindful of the pressures that hybrid working and current social pressures can have on our staff member's mental health and therefore monitor this closely and provide unlimited support where required. We operate an open door policy where staff can contact our senior leadership team or our HR reps to discuss any concerns they have that may be impacting their wellbeing.

Pricing

• Price: £185.00 to £1,400.00 a unit a day
• Discount for educational organisations: 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 digitalgov@xansium.com. Tell them what format you need. It will help if you say what assistive technology you use.