WorkInConfidence Limited

WorkInConfidence: Whole Platform: Anonymous Speak Up, Case Management & Surveys

Online platform including anonymous conversation, case logging, case management and surveys. We help ensure respectful engaged workplace environments where everyone feels comfortable giving feedback. Enable your people to raise concerns easily with 2-way anonymous speak up and case logging. Understand staff views with pulse, mini and long form surveys.

Features

• Comprehensive speak up, case logging, case management and survey platform
• Two-way anonymous conversation function
• Open Case Logging function
• Integrated case management giving one consolidated system
• Case management to record and track all speak up cases
• Surveys – easily build, run, review onscreen or by download
• Sophisticated real time reporting gives clear management insights
• Cloud based, highly secure mobile optimised. web app
• Admin panel gives you high level of administrative control
• Ready to go but highly configurable

Benefits

• Creates psychological safety so staff empowered to speak up
• Open case logging so you track all cases together
• Case management to store all cases in one place
• Survey functionality giving unified speaking up and engagement solution
• Enhances speaking up, whistleblowing, employee engagement and performance
• Provides deeper understanding of your people and their engagement
• Easy to use and highly trusted by staff
• Improves engagement, speaking up, wellness, whilst reducing problems and attrition
• Highly informative results – online and by extract
• Mobile optimised and easy and trusted for staff to use

£0.06 to £1.13 a user a month

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

Framework

G-Cloud 14

Service ID

604232402844866

Contact

Tim Martin
0845 383 1013
tim@workinconfidence.com

Service scope

• Software add-on or extension: No
• Cloud deployment model: Public cloud
• Service constraints: No
• System requirements:
  • Staff have internet access on PC, phone or tablet.
  • Browser access (Chrome, Safari , Firefox, Microsoft Edge, Opera)

User support

• Email or online ticketing support: Email or online ticketing
• Support response times: Initial response usually within 1 business hour but always within one business day (9-5 business days). Weekends and holidays usually picked up within 24 hrs.
• 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: Web chat
• 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: The web chat widget is Level one (A) compliant and satisfies some Level two (AA) requirements. Testing has been done of the plug in.
• Onsite support: Yes, at extra cost
• Support levels: We provide a single level of support for all clients which includes phone and email support. ; ; The cost of support is included within the user licence fee with the only additional costs being any site visits requested by the client.
• Support available to third parties: Yes

Onboarding and offboarding

• Getting started: When a new client starts using WorkInConfidence they are allocated an account manager that works with them through the on-boarding process to ensure a successful launch. This includes providing them with materials to guide them through the pre-launch process, online administration training and internal marketing collateral. ; ; Onboarding includes sessions for Anonymous conversation recipients, survey, conversation and case management managers (these can be the same or different people). The client also gets access to our comprehensive online support area with resources for administrators, managers and users. ; ; The account manager then works with the client regularly post-launch to ensure that they continue to get the best out of WorkInConfidence. ; ; If new administrators or managers are added at any time for any part of the system they can either join in our regular training slots, access online materials or have a bespoke training session. The account manager will have quarterly business reviews with customers to ensure the customers are fully utilising the platform.
• Service documentation: Yes
• Documentation formats:
  • HTML
  • PDF
• End-of-contract data extraction: For Anonymous Speak Up, conversations and management reports may be downloaded via the user interface in pdf format. Given the sensitive nature of data wholesale export is not possible . For case management key details of cases can be downloaded as .csv. Reports can be exported via pdf or .csv.Clients may download PDF copies of dialogues, including any manager notes.; For Surveys, clients can download all historic survey results in CSV format.
• End-of-contract process: If any organisation ceases to be a client of WorkInConfidence, we will remove all of its data and that of its staff/users within three months of their ceasing to be a client.; ; Alternatively, the client may choose to have a paid 12 months run off period after which the data would be deleted three moths post that.

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: Yes the service is mobile optimised. When accessed from a mobile device (smartphone or tablet) the pages reformat to fit the size of the device in question. Core functionality is the same.
• Service interface: No
• User support accessibility: WCAG 2.1 AA or EN 301 549
• API: No
• Customisation available: Yes
• Description of customisation: WorkInConfidence is highly customisable putting the client in control of how they use it. Clients (own) administrators can easily control settings and administer the system through their own interface. ; ; System wide configuration includes: Tailoring of welcome messaging on landing pages and inside the system; Which of the three facets – anonymous speak up, surveys and forums - staff have access to; Format of reports; who has admin and management rights; which publicity routes are accessed; Whether only staff with an organisational mail can register; Languages. ; ; Anonymous speak up configuration includes: Which topics and which management responders are on the system, and whether particular topics are directed to suggested manager most suitable to handle them; Whether anonymous dialogue is 1:1 manager or shared with administrators; format of reporting; periods for reminders, periods of suspension (for anti-misuse). ; ; Survey configuration includes: Set up or surveys and question types; how are surveys distributed; whether surveys are re-run periodically; whether to use the supplied template base; who can access which surveys. ; ; Other customisation options, such as changing themes, are available on request and at additional cost.

Scaling

• Independence of resources: The WorkInConfidence service is automatically monitored to ensure that there is always sufficient capacity to meet the needs of all clients. Any potential issues are highlighted and additional capacity can be added within 30 minutes.

Analytics

• Service usage metrics: Yes
• Metrics types: For Speak Up1. Number of conversations raised by category, manager, area covered 2.Conversations open by manager, showing when the last message was responded to 3. Shared learnings / outcomes. 4 closure rates. Admins can apply filters to reports and save them as a new report. Clients can request bespoke reports within the limits of the system from support.; For Surveys details of how many people have completed each survey. Average responses. Responses by question (broken down by groups such as role). Spread of results, net promoter. Time series analysis. Sentiment analysis of free text responses Metrics on screen or extract.
• 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: 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: Complies with a recognised standard (for example CSA CCM version 3.0)
• Penetration testing frequency: At least once a year
• Penetration testing approach: ‘IT Health Check’ performed by a Tigerscheme qualified provider or a CREST-approved service provider
• Protecting data at rest:
  • Encryption of all physical media
  • Other
• Other data at rest protection approach: All personal identifiable information and dialogues are encrypted.
• 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: For Anonymous Speak Up, conversations and management reports may be downloaded via the user interface in pdf format. Given the sensitive nature of data wholesale export is not possible. For case management key details of cases can be downloaded as .csv. ; Reports can be exported via pdf or .csv.Clients may download PDF copies of dialogues, including any manager notes.; For Surveys, clients can download all historic survey results in CSV format.
• Data export formats:
  • CSV
  • Other
• Other data export formats: PDF
• Data import formats:
  • CSV
  • Other
• Other data import formats:
  • XLS
  • XLSX

Data-in-transit protection

• Data protection between buyer and supplier networks: TLS (version 1.2 or above)
• Data protection within supplier network: IPsec or TLS VPN gateway

Availability and resilience

• Guaranteed availability: We aim to be available at least 99.5% of the time, apart from reasonable scheduled maintenance (either outside normal business hours or up to 1 day per quarter). Historic uptime has exceeded 99.9%. If we mis uptime targets, clients are entitled to 7 days free for each day we have been down as long as they request it within 28 days of the outage.
• Approach to resilience: WorkInConfidence is hosted on Amazon's AWS infrastructure used by many large organisations. We chose to partner with Amazon because of their work in this area. More details are available from the AWS website or directly from WorkInConfidence.
• Outage reporting: There is a public dashboard at: https://status.workinconfidence.com/

Identity and authentication

• User authentication needed: Yes
• User authentication:
  • 2-factor authentication
  • Username or password
• Access restrictions in management interfaces and support channels: The administration areas of all clients instances of WorkInConfidence are protected via username and password. The system insists on strong passwords of greater than eight characters.; MFA (optional at client choice) via authentication on a mobile devive is available.
• Access restriction testing frequency: At least every 6 months
• Management access authentication:
  • 2-factor authentication
  • Username or password

Audit information for users

• Access to user activity audit information: Users contact the support team to get audit information
• How long user audit data is stored for: At least 12 months
• Access to supplier activity audit information: Users contact the support team to get 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: Yes
• Cyber essentials plus: No
• Other security certifications: Yes
• Any other security certifications:
  • Cyber Essentials
  • IASME Governance standard
  • NHS Digital Toolkit

Security governance

• Named board-level person responsible for service security: Yes
• Security governance certified: Yes
• Security governance standards: Other
• Other security governance standards: IASME Governance standard
• Information security policies and processes: WorkInConfidence has: 1. Clarity on what is collected, what purposes and how stored. This is clearly documented in Privacy policies and a further internal policy; 2. Technical measures to guard security and privacy. The CTO is in charge of this and has close oversight of all aspects of the build and operations of the Company’s services. This is discussed regularly with the CEO and in every board report there is an update, also highlighting any areas of security risk; 3. Organisational measures. All staff are required to be aware of the organisation’s security policies and processes and are trained and are regularly updated on these. Any third parties working with us have to sign up to and adhere to these. Any security risk is required to be notified to the CEO and COO immediately. To support each of these the Company and has clearly documented policies and procedures, a log of who has been trained and when last updated. These include User Privacy Policy, Password Policy, Mobile Device Policy, Retention Policy, Incident Response Policy, Confidential Data Policy. The above are reviewed and updated at least semi-annually and any key changes highlighted to the Board.

Operational security

• Configuration and change management standard: Supplier-defined controls
• Configuration and change management approach: All components of the service are under configuration control (source control via git) and all changes are reviewed and tested with a view on security before being applied to the live service.
• Vulnerability management type: Supplier-defined controls
• Vulnerability management approach: Potential threat information comes from a variety of sources such as our hosting provider for hardware and OS information, the providers of the development language and framework we use. These and other sources are used to determine the priority and the speed with which any are implement. For OS related patches these are typically applied weekly and for framework changes at the next major release unless it is considered a security risk in which case it would be hot-fixed.
• Protective monitoring type: Supplier-defined controls
• Protective monitoring approach: Many steps are taken to ensure that the service cannot be compromised but we actively monitor the logs for unusual activity or activity from outside of known parameters.; ; If an anomaly is detected it is flagged up via both email and instant notification to support staff. This is then investigated immediately to see if there has been an issue and steps taken accordingly.
• Incident management type: Supplier-defined controls
• Incident management approach: Incidents flagged up during routine monitoring will be dealt with through company policy. User can report incidents either through our website or via our dedicated email address: security@workinconfidence.com.

Secure development

• Approach to secure software development best practice: Supplier-defined process

Public sector networks

• Connection to public sector networks: No

Social Value

• Social Value:

  Social Value

  • Equal opportunity
  • Wellbeing

  Equal opportunity

  As part of ensuring equal opportunities, it is critical that organisations understand the problems different parts of the workforce face, whether and how those vary by different group and whether all groups feel treated fairly and have access to equal opportunities. However, it can be hard for relevant groups to express their views. The WorkInConfidence platform enables people to give feedback in a safe and trusted way. Staff have their identities protected – whether using the Anonymous Speak Up or survey aspects of the platform. At the same time, organisations and their management can get a clearer picture on whether different groups are equally engaged, treated with equal respect, feel they have equal opportunities and equally affected by issues around wellness. By helping create understanding and giving equality of voice, WorkInConfidence provides a powerful boost to ensuring equal opportunities.

  Wellbeing

  WorkInConfidence is designed to deliver more respectful, more engaged organisations. There is a major problem with staff who have problems in areas like respect, bullying, harassment and poor behaviours often feeling unable to raise them. These problems contribute in turn to hugely diminished wellbeing for both those who experience the problems and colleagues who witness them. Repeatedly, however, staff feel unable to raise problems through fear of repercussions, lack of psychological safety and belief that nothing will happen. WorkInConfidence is designed to enable staff to raise problems of concerns without fear giving organisations better opportunities to tackle them. At the same time as giving staff the safety to raise problems, the case management facility in the platform ensures that cases can be properly recorded and tracked to satisfactory conclusion. Clear central reporting gives organisations a more joined up picture of problems, how they are dealt with and what learnings have been made and shared to minimise problems going forward. Alongside this the surveys help organisations to understand whether they are in the right place with Wellbeing so remedial measures can be taken if they are not.

Pricing

• Price: £0.06 to £1.13 a user a month
• 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 tim@workinconfidence.com. Tell them what format you need. It will help if you say what assistive technology you use.