THROUGH TECHNOLOGY LIMITED

Userlane - Digital Adoption and Training

Userlane is a Digital Adoption Platform (DAP) organisations deliver productivity gains from Business Applications. It provides in-application guidance, HEART analytics, and software usage visibility to reduce admin burden, standardise workflows, optimise digital estates, and improve the quality, availability and cost of user adoption for new digital services.

Features

• In-application, step-by-step guidance embedded directly within live systems
• Vendor-agnostic Digital Adoption Platform supporting browser-based application adoption
• Real-time user guidance without system customisation or code changes
• Analytics measuring adoption, engagement, and task success
• Workflow standardisation to reduce variation and improve data quality
• EU headquartered with EU Data Hosting & Compliance
• Centralised management of digital adoption content and workflows
• Role-based guidance tailored to clinical and operational user needs
• Delivers bespoke user guidance down to individual application fields
• Persistent business application guidance within the flow of work

Benefits

• Reduce operational staff administrative time with in-application workflow guidance
• Lower training and support costs by reducing classroom dependency
• Accelerate time to proficiency when rolling out new applications
• Identify workflow friction using real-time adoption analytics
• Improve data quality through guided task execution
• Optimise digital estates using application discovery insights
• Reduce reliance on super users and floor-walkers
• Access guidance at any time, within the flow of work
• Enable continual improvement, delivering guidance wherever users experience issues.

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 enquiries@throughtechnology.uk. Tell them what format you need. It will help if you say what assistive technology you use.

Framework

G-Cloud 15

Service ID

647305674839648

Contact

Peter Hanney
+44(0)7412 683710
enquiries@throughtechnology.uk

About your service

• Service categories:

  Applications

  Content workflow and management

  Persuasive content management

  • Website Software
  • Digital Adoption Platform
• Multi cloud support: No

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: Userlane extends any existing browser business application software by providing in-application guidance and analytics. It is commonly layered onto EPRs, EHRs, PAS, ERP, HR, finance, and other enterprise applications, without customisation, to improve adoption, productivity, and workflow consistency. It is delivered via a SaaS Service and browser extension.
• Cloud deployment model: Public cloud
• Service constraints: The service is targeted at browser-based applications. Users require a modern browser and network access to their business applications and the Userlane SaaS platform.
• System requirements:
  • Supported modern browser (Chrome, Edge, Firefox)
  • Lightweight browser extension/agent required
  • No changes to underlying applications required.
  • Operates alongside existing security and antivirus solutions

User support

• Email or online ticketing support: Yes
• Support response times: Userlane provides email and online ticketing support during business hours. Initial responses are typically provided within one business day. Priority incidents are triaged and responded to more rapidly based on severity.
• User can manage status and priority of support tickets: Yes
• Online ticketing support accessibility: WCAG 2.2 AAA
• 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: Userlane provides tiered support aligned to buyer needs. Standard support is included at no additional cost and provides email and ticketing support during UK business hours with defined response times. Enhanced support is available at additional cost and includes priority response times, extended support hours, and access to a named technical contact. For larger or complex deployments, Userlane can provide a Technical Account Manager or dedicated support engineer as part of a premium support package, priced according to scope and service levels agreed at call-off.
• Support available to third parties: Yes

Onboarding and offboarding

• Getting started: Userlane supports rapid, low-burden onboarding designed for complex environments (including extensive use in the NHS with EPR systems), with a focus on early value and minimal operational disruption. Getting started begins with a short mobilisation phase, delivered remotely, covering technical deployment, security validation, and governance alignment. Userlane is deployed via a lightweight browser extension or agent and does not require changes to existing applications, infrastructure, or workflows. Deployment can be completed centrally at scale, enabling rapid activation across organisations or systems. Userlane provides structured onboarding for administrators, including remote training sessions, guided configuration, and role-based access setup. This enables digital, IT, training, and change teams to create and manage in-application guidance, workflows, and analytics independently. Best-practice templates and predefined frameworks are provided to accelerate setup and ensure consistency. Users are supported with comprehensive online documentation, knowledge resources, and ongoing access to email and ticketing support. For larger or more complex programmes, Userlane supports structured rollout approaches, including discovery workshops, baseline usage analysis, and prioritisation of optimisation opportunities. This approach enables organisations to quickly establish visibility of software usage, standardise critical workflows, and begin delivering measurable adoption, productivity, and optimisation outcomes, while maintaining strong governance and alignment with NHS operational requirements.
• Service documentation: Yes
• Documentation formats: HTML
• End-of-contract data extraction: At the end of the contract, users can extract their data in CSV format.
• End-of-contract process: At the end of the contract, Userlane supports an orderly offboarding process. This includes secure termination of service access, deletion of customer data in line with data protection requirements, and provision of data exports in CSV format on request. Data extraction and standard offboarding activities are included in the contract price. Any additional services, such as extended access periods, bespoke reporting, or additional data transformation support, may be provided at extra cost if required.
• Documentation accessibility standard: WCAG 2.2 AAA

Using the service

• Web browser interface: Yes
• Supported browsers:
  • Microsoft Edge
  • Firefox
  • Chrome
• Application to install: No
• Designed for use on mobile devices: No
• Service interface: Yes
• User support accessibility: WCAG 2.2 AAA
• Description of service interface: Userlane provides a web-based management interface used to create, manage, and analyse in-application guidance. Administrators can configure workflows, monitor adoption and usage analytics, manage users and roles, and access reporting through a secure browser-based dashboard.
• Accessibility standards: WCAG 2.2 AAA
• Accessibility testing: Userlane has undergone full WCAG certification as documented here: https://www.userlane.com/accessibility/; ; Userlane tests its interfaces against recognised accessibility standards and conducts usability testing to ensure compatibility with common assistive technologies, including screen readers and keyboard-only navigation. Accessibility considerations are incorporated into design and QA processes, with issues identified and remediated as part of ongoing product development and improvement.
• API: Yes
• What users can and can't do using the API: Userlane provides APIs that allow customers to integrate the platform with their existing systems and workflows. Using the API, users can set up and configure elements of the service such as user provisioning, role and group management, and integration with identity providers or analytics tools. The API also supports updating configuration data and synchronising usage or organisational metadata. The API is not intended for creating or editing in-application guidance content or modifying core platform behaviour. Those activities are performed through the Userlane management interface to ensure governance, quality, and safety controls are maintained.
• API documentation: Yes
• API documentation formats:
  • HTML
  • Other
• API sandbox or test environment: Yes
• Customisation available: Yes
• Description of customisation: Userlane can be customised to align with organisational workflows, roles, and governance requirements. Users can customise in-application guidance content, workflows, triggers, and user segmentation, as well as reporting views and analytics dashboards. Customisation is performed through a secure web-based management interface, without code or changes to underlying applications. Customisation is carried out by authorised administrators, such as digital transformation, IT, training, or change teams, with role-based access controls to ensure appropriate governance.

Scaling

• Independence of resources: Userlane is delivered via a scalable, multi-tenant cloud architecture designed to isolate customer workloads and maintain consistent performance. Capacity is automatically scaled based on demand, with resource monitoring and load balancing in place to prevent individual customers from impacting others. Service performance is continuously monitored to ensure reliability and availability.

Analytics

• Service usage metrics: Yes
• Metrics types: Userlane provides service usage metrics including user activity, feature adoption, task completion rates, engagement levels, and workflow success. Metrics are aligned to the HEART framework and provide insight into system usage, user experience, and areas of friction to support optimisation and productivity improvement.
• Reporting types:
  • Real-time dashboards
  • Reports on request
• Resource tagging: No
• FOCUS resource tagging: No

Resellers

• Supplier type: Reseller providing extra features and support
• Organisation whose services are being resold: Userlane

Staff security

• Staff security clearance: Staff screening not performed
• Government security clearance: None

Asset protection

• Knowledge of data storage and processing locations: Yes
• Data storage and processing locations:
  • United Kingdom
  • European Economic Area (EEA)
• User control over data storage and processing locations: Yes
• Datacentre security standards: Managed by a third party
• Penetration testing frequency: At least once a year
• Penetration testing approach: ‘IT Health Check’ performed by a CREST-approved service provider
• Protecting data at rest:
  • Physical access control, complying with another standard
  • Encryption of all physical media
• Data sanitisation process: Yes
• Equipment disposal approach: A third-party destruction service
• Data sanitisation type: Data Erasure

Data importing and exporting

• Data export approach: Users export their data by requesting a secure data extract from Userlane, which is provided in CSV format using agreed secure transfer methods.
• Data export formats: CSV
• Data import formats: CSV

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: Userlane provides defined service availability and support commitments through a Service Level Agreement (SLA), incorporated into the customer Order Form. The SLA applies to customers who have purchased an applicable support plan and covers service availability, incident response, and support processes. Userlane offers two support tiers: Standard and Premier. Standard Support includes 24/7 service availability monitoring, access to the Userlane knowledge base, and incident reporting via email or an online ticketing system, with responses provided within two business days. Premier Support includes all Standard features plus priority queuing, direct email support, web-based troubleshooting sessions, defined response time commitments, and a dedicated Customer Value Manager. Support services are provided during standard business hours (Monday to Friday, 09:00–17:00, excluding public holidays). Incidents are classified by severity, with Premier customers receiving response times ranging from 60 minutes for full service outages to two business days for routine requests. Userlane commits to 99.5% quarterly uptime for the production service, excluding scheduled maintenance and defined external dependencies. Where uptime commitments are not met, customers may request service credits applied to future invoices.
• Approach to resilience: Further detail available upon request.
• Outage reporting: Outages are reported via a public dashboard at status.userlane.com and via email.

Identity and authentication

• User authentication needed: Yes
• User authentication: Identity federation with existing provider (for example Google Apps)
• Access restrictions in management interfaces and support channels: Access to Userlane management interfaces and support channels is restricted using role-based access controls and strong authentication. Only authorised users are granted access based on defined roles and responsibilities. Administrative actions are limited to approved users, and access is logged and monitored. Support access to customer environments is controlled, time-bound, and provided only with customer authorisation.
• Access restriction testing frequency: At least every 6 months
• Management access authentication:
  • Multi-Factor Authentication (MFA)
  • Identity federation with existing provider (for example Google Apps)

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 have access to real-time audit information
• How long supplier audit data is stored for: User-defined
• How long system logs are stored for: At least 12 months

Security governance

• Named board-level person responsible for service security: Yes
• Security governance certified: Yes
• Security governance standards: ISO/IEC 27001
• Information security policies and processes: Userlane follow a comprehensive set of ISO-aligned information security policies and processes covering governance, access management, risk management, incident response, secure development, operations security, business continuity, and third-party security. Our ISMS includes policies such as: ISMS Policy, Information Security Policy, Access Control, Cryptography, Risk Management, Secure Development, Operations Security, BC/DR, Incident Management, Physical Security, Asset Management, Data Classification & Handling, Acceptable Use, Supplier Security, HR Security, Internal Audit, Document Control, Information Security Communication Plan, Statement of Applicability (SoA), and Roles/Responsibilities/Authorities. Reporting structure: Board-level accountability for service security and ISMS oversight sits with Hartmut Hahn (CEO). Day-to-day ISMS implementation, maintenance, and continuous improvement is led by the ISO Coordinator (currently Kritika Chopra), including coordinating risk management and audits, ensuring policy compliance, and reporting to management and stakeholders. Supporting roles include an Internal Auditor (DataGuard), designated Risk/Process Owners, and an external Data Protection Officer (via DataGuard). For major incidents or BC/DR events, a designated Crisis Team and Support Team (management, finance, HR, PR, operations) coordinate response and recovery. Ensuring adherence: We conduct annual policy reviews, regular security awareness training (annual and ad-hoc), ongoing internal and external audits, and operate a formal incident management process.
• Software Security Code of Practice: Yes

Operational security

• Configuration and change management standard: Supplier-defined controls
• Configuration and change management approach: Userlane maintains formal configuration and change management processes aligned with ISO 27001 requirements. All application code and configuration items are version-controlled, ensuring traceability of components throughout their lifecycle. Systems are deployed and operated in a controlled cloud environment with logging and monitoring of configuration changes. All changes follow a documented approval process and are reviewed prior to implementation. Potential security impacts are assessed as part of each change, with higher-risk changes subject to additional scrutiny. Automated security testing and vulnerability scanning are performed to ensure changes do not introduce unacceptable security risks.
• Vulnerability management type: Supplier-defined controls
• Vulnerability management approach: TBCUserlane operates a structured vulnerability management process aligned with ISO 27001 principles. Potential threats are assessed through continuous monitoring, automated vulnerability scanning, and regular review of application code, dependencies, and infrastructure. Identified vulnerabilities are risk-rated based on severity, exploitability, and potential business impact. Security patches and remediation actions are prioritised accordingly and deployed promptly, with critical vulnerabilities addressed on an accelerated timeline. Information about potential threats is obtained from automated security tools, vulnerability databases, security advisories, and industry best practices. All remediation activities are tracked to ensure timely resolution and to prevent reintroduction of known vulnerabilities.
• Protective monitoring type: Supplier-defined controls
• Protective monitoring approach: Userlane maintains protective monitoring processes aligned with ISO 27001 requirements. System and application activity is continuously monitored to detect anomalous behaviour, security events, and indicators of potential compromise. Alerts are reviewed by authorised personnel. When a potential compromise is identified, a formal incident management process is initiated using a dedicated incident management platform to coordinate investigation, containment, remediation, and communication. Incidents are prioritised based on severity, with critical security incidents responded to immediately and handled on an accelerated timeline to minimise impact and restore services.
• Incident management type: Supplier-defined controls
• Incident management approach: Userlane operates a formal incident management process aligned with ISO 27001. Pre-defined response procedures exist for common incident types. Incidents may be reported by users through established support channels and are managed via a dedicated incident management platform. All incidents are logged, assessed, and prioritised based on impact and severity. Incident reports are produced following resolution, documenting root cause, actions taken, and preventive measures. Incident records are retained to support accountability, compliance, and continual improvement.
• Post-quantum cryptography secure: No

Secure development

• Approach to secure software development best practice: Independent review of processes (for example CESG CPA Build Standard, ISO/IEC 27034, ISO/IEC 27001 or CSA CCM v4.0)

Public sector networks

• Connection to public sector networks: No

Pricing

• Discount for educational organisations: No
• Free trial available: No

Discount percentage by annual call-off contract value (excluding VAT)

• Less than £250,000: 0%
• Between £250,000 and £500,000: 0%
• Between £500,001 and £1,000,000: 0%
• Between £1,000,001 and £2,500,000: 0%
• Between £2,500,001 and £5,000,000: 0%
• Over £5,000,001: 0%

Non-mandatory Standards and certifications

• ISO/IEC 27001 certification: Yes
• Who accredited the ISO/IEC 27001: British Standards Institute (BSI)
• ISO/IEC 27001 accreditation date: Sunday 13 October 2024
• What the ISO/IEC 27001 doesn’t cover: Nothing it covers the entire scope of our organisation and operations.
• ISO 28000:2022 certification: No
• ISO 9001 certification: Yes
• Who accredited the ISO 9001 certification: British Standards Institute (BSI)
• ISO 9001 accreditation date: Tuesday 9 April 2024
• What the ISO 9001 doesn’t cover: Nothing it covers the entire scope of our organisation and operations.
• Quality management systems (QMS): Yes
• CSA STAR certification: No
• PCI certification: No
• Cyber essentials: Yes
• Please provide your Cyber Essentials Certificate Number: 76dde77e-4cc5-4873-9ef7-1c90b8bd978c
• Cyber essentials plus: Yes
• Please provide your Cyber Essentials Plus Certificate Number: E694fc21-4ff5-4f69-a7b6-d3e6ece0bef0
• Other security certifications: No

Social value

• Section B - Commitment for Future: Delivery:

  • Mission: Kick start economic growth. To secure the highest sustained growth in the G7 - with good jobs and productivity growth in every part of the country making everyone, not just a few, better off.

    Policy Outcome 1: Fair work: That offers fair wages and good working conditions. Help people get a job, stay in work, and progress in their careers, with good employment opportunities across the country. Notes: Where there is a large proportion of labour costs in the contract, commercial teams should consider MAC in Outcome 1 as a priority

    • Providing opportunities for, and measuring and monitoring of, staff workforce conditions over time, including employee engagement, involvement in decision-making and satisfaction and adapting to any changes in the results, with clear processes for acting on issues identified
    • Plans to engage the contract workforce in deciding the most important workplace issues to address
    • Ensuring new workers are informed of their right to join a trade union
    • Monitoring of employee engagement rates (by protected characteristic) and, where necessary, the development of actions to ensure all voices are heard across the diversity of the workforce
    • Employment contracts that reflect actual hours worked; steps taken to ensure employees understand their contracts and have the ability to review and adjust them if actual hours regularly exceed contracted hours
    • Activities that support an environment where staff are educated about, and feel empowered to, address their physical wellbeing
    • Activities that support an environment where staff are educated about and feel empowered to report and address bullying and harassment
    • Payment of more than the National Minimum Wage or National Living Wage (as appropriate) to the contract workforce
    • Entitlement to sick pay for the contract workforce, with provision in place for any staff who do not meet the earnings threshold for statutory sick pay, payment of sick pay from day one of absence and payment of staff on the contract workforce who are off sick a replacement income of 100% of their usual earnings for as long as possible
    • Understanding of in-work progression issues affecting the market, industry or sector relevant to the contract, and in the supplier’s own organisation and those of its key sub-contractors
    • Measures to support in-work progression to help people in the contract workforce, to move into higher paid work by developing new skills relevant to the contract
    • Support for the contract workforce by providing career advice, and providing opportunities for staff working on the contract with in-work progression career development into known skills shortages or high growth areas
    • Support for educational attainment relevant to the contract, including training schemes that address skills gaps and result in recognised qualifications
    • Volunteering opportunities for staff
    • Understanding of the modern slavery risks and issues affecting the market, industry, sector or country (of origin or of source) relevant to the contract, and the workforce in the supplier’s own organisation and those of its key subcontractors

  • Mission: Kick start economic growth. To secure the highest sustained growth in the G7 - with good jobs and productivity growth in every part of the country making everyone, not just a few, better off.

    Policy Outcome 2: Skills for growth: Supporting growth sectors and addressing skills gaps.

    • Support for educational attainment relevant to the contract, including training schemes that address skills gaps and result in recognised qualifications
    • Activities to support relevant sector related skills growth and sustainability in the contract workforce. Illustrative examples: careers talks, curriculum support, literacy support, safety talks and volunteering

  • Mission: Kick start economic growth. To secure the highest sustained growth in the G7 - with good jobs and productivity growth in every part of the country making everyone, not just a few, better off.

    Policy Outcome 3: Resilient, innovative and flexible supply chains: Support economic growth through enabling resilient businesses, opportunities for small businesses and voluntary, community and social enterprises

    • Understanding of the types of businesses in the market and the level of participation by new businesses, entrepreneurs, start-ups, SMEs, VCSEs and mutuals
    • Activities to identify opportunities to open up sub-contracts under the prime contract to a diverse range of businesses, including new businesses, entrepreneurs, start-ups, SMEs, VCSEs and mutuals
    • Activities that demonstrate a collaborative way to work with a diverse range of businesses as part of the supply chain

  • Mission: Make Britain a clean energy superpower: To cut bills, create jobs and deliver security with cheaper, zero-carbon electricity by 2030, accelerating to net zero

    Policy Outcome 4: Sustainable procurement practices: Reducing carbon footprints, minimising waste, and promoting the use of clean energy and green technologies.

    • Understanding of opportunities for additional environmental benefits delivery in the performance of the contract, including working towards net zero carbon emissions and use of clean energy and green technologies
    • Delivery of additional environmental benefits through the performance of the contract, including working towards net zero carbon emissions and use of clean energy and green technologies
    • Understanding of how to influence staff, suppliers, customers, communities and/or any other appropriate stakeholders through the delivery of the contract to support climate and nature protection and improvement

  • Mission: Break down barriers to opportunity: By reforming our childcare and education systems, to make sure there is no class ceiling on the ambitions of young people in Britain

    Policy Outcome 6: Employment and training: For those who face barriers to employment

    • Understanding of employment and skills issues, and of the skills and employment shortages of high growth sectors relating to the contract
    • Delivery of training schemes and programmes to address any identified skills gaps and under-representation in the workforce for the contract (e.g. prison leavers, care leavers, kinship carers, disabled people)
    • Understanding of the issues affecting the representation of disabled people in the workforce in the market, industry or sector relevant to the contract, and in the supplier’s own organisation and those of its key sub-contractors
    • Understanding of the issues affecting inequality in employment, skills and pay in the market, industry or sector relevant to the contract, and in the supplier’s own organisation and those of its key sub-contractors. Measures to tackle inequality in employment, skills and pay in the contract workforce

  • Mission: Break down barriers to opportunity: By reforming our childcare and education systems, to make sure there is no class ceiling on the ambitions of young people in Britain

    Policy Outcome 7: Creating a pipeline of opportunities: For the contract workforce, reducing barriers to entry for under-represented groups.

    • Understanding of the issues affecting the development of new skills by target cohort
    • Understanding of the underlying factors affecting improvements to reduce barriers to entry and training schemes for the target cohort(s) related to the contract workforce

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 enquiries@throughtechnology.uk. Tell them what format you need. It will help if you say what assistive technology you use.