Axiell ALM Ltd

Axiell CultureConnect

A content management system, creator platform designed to empower museums, archives, and libraries to build mobile guides, online exhibitions, virtual learning, and kiosk touchscreen experiences, for their audiences.

Features

• No code creator platform
• Web based content management system (CMS)
• Real time updates to your app content and design
• Data and analytics
• Integrations
• Multimedia support (images, video, 3D scans, playlists, podcasts, and more)
• Wayfinding
• Supports 160+ languages
• Quizzes & Games
• Robust Design Capabilities and Accessibility

Benefits

• Create sustainable digital engagement at your institution
• Connect with audiences in-gallery, online, and on their personal devices
• Launch content in 160+ languages
• Use visitor data to improve content and distribution
• Responsive design across all products
• No technical maintenance required
• Complete service packages available
• Customer support team
• Expertise in museum best practices, digital interpretation, audience research

£1,500 a licence a year

• Free trial available

Service documents

• Pricing document

  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 sales.admin@axiell.co.uk. Tell them what format you need. It will help if you say what assistive technology you use.

Framework

G-Cloud 14

Service ID

646350079717216

Contact

Rebecka Hojeberg
0115 900 8000
sales.admin@axiell.co.uk

Service scope

• Software add-on or extension: Yes, but can also be used as a standalone service
• What software services is the service an extension to: Axiell Collection Management System
• Cloud deployment model: Public cloud
• Service constraints: Any service constraints are defined and agreed within the service level agreement for the solution.
• System requirements: Internet connection

User support

• Email or online ticketing support: Email or online ticketing
• Support response times: Detailed response times are agreed as part of the service level agreement.
• 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: No
• Onsite support: Yes, at extra cost
• Support levels: All CultureConnect subscribers have access to all support channels and are agreed upon and defined in the master services agreement.
• Support available to third parties: Yes

Onboarding and offboarding

• Getting started: At subscription start date, users are given access to the platform, training videos, and knowledge base. Users can also request live training. If services are being provided by vendor, getting started includes a project kickoff meeting with Project Manager.
• Service documentation: Yes
• Documentation formats:
  • PDF
  • Other
• Other documentation formats:
  • Word
  • Excel
• End-of-contract data extraction: Users are able to extract all content and data. Users retain all ownership of content. Full details can be supplied upon request.
• End-of-contract process: Users must provide 90 day notice that they will not renew subscription. Platform access and customer support ends on last day of subscription.

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: The CMS is designed to work on a screen size of tablet upwards and is not responsive to mobile devices. All public facing tools are fully responsive and will work between mobile and desktop. Responsive design simplifies navigation and app design depending on screen size.
• Service interface: Yes
• User support accessibility: WCAG 2.1 AA or EN 301 549
• Description of service interface: The CultureConnect platform is web-based. Customers access the platform with personal credentials. The no code platform allows users to add, edit, and redesign their content without touching a line of code. Updates go live when the customer selects “publish”. From the applications dashboard, customers can select the app they wish to edit. Customers can also view data and analytics to better understand how the public is engaging with their app.
• Accessibility standards: WCAG 2.1 AA or EN 301 549
• Accessibility testing: Tested against screen reader technology. Tested with standard browser/device/ operating system accessibility tools.
• API: Yes
• What users can and can't do using the API: CultureConnect supports integrations with API’s to input content, but does not push information out.
• API documentation: Yes
• API documentation formats: PDF
• API sandbox or test environment: No
• Customisation available: Yes
• Description of customisation: The backend designer software is not customizable. ; ; The projects and content shared via the backend designer software is customizable by the customer.

Scaling

• Independence of resources: The service is designed so that it is load balanced and scalable to suit the customer requirements. If additional resource is required, the system can be scaled appropriately without loss of service to the end user.

Analytics

• Service usage metrics: Yes
• Metrics types: The CultureConnect platform uses Google Analytics 4 to track number of users, average session duration, number of sessions, languages selected, country visits, page visits, page clicks, duration of time on each page. The platform also collects custom events like votes, ratings, and quiz answers. GA4 analytics can be exported to the customer’s primary GA4 account by adding the GA4 ID in the CultureConnect platform.
• Reporting types: Real-time dashboards

Resellers

• Supplier type: Not a reseller

Staff security

• Staff security clearance: Other security clearance
• Government security clearance: Up to Developed Vetting (DV)

Asset protection

• Knowledge of data storage and processing locations: Yes
• Data storage and processing locations: Other locations
• 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:
  • Physical access control, complying with another standard
  • Encryption of all physical media
• Data sanitisation process: Yes
• Data sanitisation type:
  • Explicit overwriting of storage before reallocation
  • Deleted data can’t be directly accessed
• Equipment disposal approach: A third-party destruction service

Data importing and exporting

• Data export approach: No data export process
• Data export formats: Other
• Data import formats: Other

Data-in-transit protection

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

Availability and resilience

• Guaranteed availability: Calculation of Service Availability is based upon events of an unplanned, reported failure on an End Users Live Service and is measured from the time the problem is reported to Axiell's UK Service Desk (also includes reporting by automatic monitoring systems). All services are to be measured separately. Typically we are achieving less than 7 hours downtime in a 12 month period for either system, this equates to 99.7% uptime, which is our target level for the year.
• Approach to resilience: Available on request
• Outage reporting: A SIEM monitoring server and a visible wallboard for alerts (internal). Customer notifications are typically provided via the service management tool and sent to customers via email or telephone.

Identity and authentication

• User authentication needed: Yes
• User authentication: Username or password
• Access restrictions in management interfaces and support channels: Only authorised users are assigned permissions to access management functions associated with their role. Support services all require the individual user to have their own account and as required, these accounts can be approved by a customer manager.
• Access restriction testing frequency: At least once a year
• Management access authentication: Username or password

Audit information for users

• Access to user activity audit information: Users have access to real-time audit information
• How long user audit data is stored for: User-defined
• 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: No

Security governance

• Named board-level person responsible for service security: Yes
• Security governance certified: No
• Security governance approach: Axiell's policies and processes align with ISO 27001.
• Information security policies and processes: Our security policies and processes are aligned with ISO 27001. We are ISO 27001 certified in our North American operations and utilize our established policies and procedures throughout the rest of the organization. By leveraging the standardized policies, they can be rolled out and applied consistently across all our regions. This ensures a cohesive and unified approach to information security, minimizing potential vulnerabilities and enhancing overall protection across the organization

Operational security

• Configuration and change management standard: Supplier-defined controls
• Configuration and change management approach: Axiell employs a robust change management process including a multiple phase approach.; • Requests for change are formally logged; • Assessment of the impact and risks (including security) of the change in terms of timescales, costs and quality is undertaken; • Agreement and formal sign-off for each change is obtained from the project executive/sponsor. This will normally take place during the monthly Project Management Board meetings; • Reviewed and evaluated for improvements.
• Vulnerability management type: Supplier-defined controls
• Vulnerability management approach: Axiell’s estate is monitored which assesses the configuration items against a database of known threats. Any detected risk of vulnerability is assessed against test systems to ensure that risks can be mitigated or eliminated with recommended actions. Axiell automatically apply all security fixes to all the underpinning OS and applications deployed unless there is proven detrimental impact to end users and risks are low to medium. Axiell subscribe to a number of sources for threat and vulnerability information.
• Protective monitoring type: Supplier-defined controls
• Protective monitoring approach: The Service Management tool consolidates the total view of Axiell’s infrastructure and receives alerts and logs from a variety of sources. Alerts are presented on a screen with visual alerts and SMS and email alerts are sent to relevant analysts. As soon as any suspicious activity is detected, Incident Management processes are followed to investigate and manage the threat. Active monitoring of infrastructure components generates alerts
• Incident management type: Supplier-defined controls
• Incident management approach: Axiell’s Customer Service Tool receives alerts that trigger ITIL Incident Management Processes to track and progress all security incidents. Active threats are treated as Major Incidents. A knowledge base is maintained with processes to follow for events that have been seen and actioned. As the security incidents follow the Major Incident Process, this includes notification for key customer contacts. All Major Incidents are reported as part of the reporting pack from the Service Desk. As Security Incidents are classed as Major Incidents they will be reported as such. Any threat that risks the system directly is reported immediately.

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

  • Fighting climate change
  • Covid-19 recovery
  • Equal opportunity
  • Wellbeing

  Fighting climate change

  We have systematic environmental work within Axiell ALM Ltd where we carry out continuous improvements and review of processes, routines and awareness of environmental issues. Axiell’s sustainability group is working towards improving our carbon footprint, both here in the UK, as well globally. Axiell Sustainability group members attended a Carbon Literacy training in 2022 and were certified as carbon literacy trained. Axiell ALM Ltd has pledged to reduce its carbon footprint in line with UN Race to Zero campaign targets through our membership of the SME Climate Hub. The SME Climate Hub is a global initiative that empowers small to medium sized companies to take climate action and build resilient businesses for the future. Axiell initiatives include -The majority of Axiell’s meetings and training, both internally and externally, are now delivered online using Microsoft Teams, ensuring that people do not travel when it is not required. -No Axiell UK staff have company vehicles. -Axiell take part in the cycle to work scheme to offer our staff easy ways of purchasing bicycles. -Axiell changed coffee makers in the offices to not use coffee makers that require pods. -Axiell strive to be a paperless office, and only print things if absolutely necessary (e.g., contracts that can’t be signed digitally). -Axiell’s Nottingham office now only have 4 parking spaces available for staff, which are rarely used. These are kept for accessibility reasons. -All electronic equipment is WEEE recycled. -All recyclable products used in the office are recycled, including printer cartridges, packaging, paper, etc. -Staff (who have gardens) bring home the used coffee grinds to use in their gardens.

  Covid-19 recovery

  Axiell has changed our staff policies to offer hybrid working for all of our staff, and introduced flexible working hours. This has meant that staff can travel during less busy times of the day, to avoid using public transport during rush hour, where they would have a higher risk of exposed to Covid. It also reduces exposure risk by have less staff in the office at the same time, allowing us to spread out more. We have also adapted our software to make it easier for our customers to support the community during Covid recovery. This has included adding click and collect options on the online discovery platform, developing a way to track who has attended events in the library, ensuring all of our products can be accessed from anywhere, from any device, as long as you have a user name and password.

  Equal opportunity

  Axiell supports initiatives such as Women in Technology and are increasing the diversity of our workforce; for example, currently 39% of our staff are women, which is higher than the national average. In 2023, a study showed that women constituted only 14% of tech leaders, highlighting the persistent gap in gender representation at the highest levels within the tech industry. Axiell is lead by a Woman CEO and the UK public library management team consists of 2 women. Axiell ALM Ltd is accredited by the Living Wage Foundation as a Real Living Wage Employer for all staff, including sub-contracted office cleaners.

  Wellbeing

  We understand that by helping employees with their physical, mental, and financial health, we can make a positive impact on workplace wellbeing. Therefore we subscribe to BHSF, giving all of our staff access to the BHSF app and portal. This provides our staff with 24/7 access to telephone services for private GPs, Mental health support, gym membership offers, health insurance, legal advice, financial advice, and discounts on everything from food to haircuts.

Pricing

• Price: £1,500 a licence a year
• Discount for educational organisations: No
• Free trial available: Yes
• Description of free trial: Sandbox available for a limited time period (defined per requirements).

Service documents

• Pricing document

  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 sales.admin@axiell.co.uk. Tell them what format you need. It will help if you say what assistive technology you use.