Invuse Limited

User Engagement

Elevate your digital strategy with Invuse's end-user engagement services. By prioritising user engagement, we harness insights directly from your audience to refine and enhance the digital experience. Our approach ensures that every interaction is crafted to increase satisfaction, loyalty, and overall user engagement across your services.

Features

• GDS-aligned user engagement strategy
• Accessibility-focussed approach to engagement, ensuring inclusivity for all users
• Multi-channel engagement options cater to diverse user preferences and needs
• Conduct user surveys and interviews to gather insights and feedback
• Plan and facilitate user engagement workshops
• Engage users with usability and A/B testing
• Facilitate card sort and tree testing session with users
• Engage with users of assistive technologies to create inclusive experiences
• Wider community engagement, including community groups and local charities
• Recommendations and MoSCoW requirements developed from user engagement

Benefits

• Improved service delivery through informed decision-making via user engagement.
• Enhanced trust and transparency in government services with user engagement.
• Greater citizen satisfaction and trust fostered by meaningful user engagement.
• Cost-effective solutions developed through collaborative user engagement processes.
• Increased public participation and ownership of initiatives via user engagement.
• Better alignment of services with citizen needs through proactive engagement.
• Effective policy implementation facilitated by inclusive user engagement strategies.
• Enhanced accessibility and inclusivity achieved through targeted user engagement.
• Enhanced accountability and responsiveness through ongoing user engagement efforts.
• Stronger community relationships forged through continuous user engagement initiatives.

£550 to £1,100 a unit a day

• Education pricing available

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

Framework

G-Cloud 14

Service ID

647307974106175

Contact

Jamie Garrett
020 8164 6423
enquiries@invuse.com

Planning

• Planning service: Yes
• How the planning service works: Firstly, we conduct a thorough analysis of their existing infrastructure ensuring seamless integration with the proposed cloud solution. This involves examining their current IT setup, including hardware, software, and architecture, to identify any potential compatibility issues or optimisation opportunities.; ; Secondly, we delve into an assessment of internal skill sets within the organisation to gauge the capacity for maintaining and managing the new cloud service effectively. This involves identifying any skill gaps that may need to be addressed through training or recruitment to ensure smooth operations post-implementation.; ; Next, we conduct a thorough cost analysis of the proposed cloud hosting or software service, comparing it against alternative options to ensure competitive pricing and potential cost savings. This includes evaluating factors such as subscription fees, storage costs, and scalability options to provide a clear understanding of financial implications.; ; We'll explore cloud-based infrastructure options available in the market, considering factors such as reliability, security, and scalability to recommend the most suitable solution.; ; Lastly, we develop a robust service design model that aligns seamlessly with the buyer's existing IT infrastructure and service model. This involves mapping out workflows, user roles, and data flows to ensure a smooth transition and minimal disruption to operations.
• Planning service works with specific services: No

Training

• Training service provided: Yes
• How the training service works: We offer comprehensive training programs tailored to our cloud software and hosting services. Our training initiatives are designed to empower users at all levels of expertise to effectively utilise our services independently and efficiently.; ; Our training sessions are carefully crafted to cater to the diverse needs and digital capabilities of different user groups. Whether it's beginners looking to familiarise themselves with the basics or advanced users seeking to optimise their workflows, our training programs are structured to accommodate varying skill levels and objectives.; ; We ensure that each participant receives personalised attention and support throughout the training process, enabling them to gain practical skills and knowledge that directly translate into their day-to-day responsibilities. By fostering a hands-on learning environment and providing real-world examples and scenarios, we empower users to confidently navigate and leverage our cloud software and hosting services to their fullest potential.; ; Training services include: Architecture, Development, User Research, UX Design, Content Design, Digital Transformation, Accessibility and CMS Platform Training.
• Training is tied to specific services: No

Setup and migration

• Setup or migration service available: Yes
• How the setup or migration service works: Our process begins with a detailed analysis of the your existing services and the data/assets they host. This involves assessing the current infrastructure, applications, and data architecture to identify dependencies, compatibility issues, and migration challenges.; ; Next, we develop a detailed migration plan and mapping strategy, outlining the step-by-step process for transitioning from the existing service to the new cloud-based solution. This includes mapping data flows, configuring network settings, and ensuring data integrity and security throughout the migration process.; ; Throughout the migration project, our dedicated project management team provides continuous support and stakeholder engagement to ensure clear communication, alignment of objectives, and timely resolution of any issues that may arise.; ; From a technical standpoint, our experienced team of cloud engineers and specialists oversee each step of the migration process, ensuring adherence to NSCS (National Cyber Security Centre) standards and principles. This includes implementing robust security measures, data encryption protocols, and access controls to safeguard sensitive information during the migration.; ; Finally, we conduct thorough end-to-end testing at each stage of the migration process to validate functionality, performance, and data integrity, minimising the risk of disruptions and ensuring a seamless transition for the buyer.
• Setup or migration service is for specific cloud services: No

Quality assurance and performance testing

• Quality assurance and performance testing service: Yes
• How the quality assurance and performance testing works: We conduct thorough end-to-end testing using a combination of automated and manual testing techniques. This includes functional testing to verify that all features and functionalities of the service operate as intended, regression testing to ensure that new updates or changes do not adversely affect existing functionalities, and integration testing to validate the interaction between different components of the system.; ; In addition to traditional testing methods, we prioritise user testing to gather valuable feedback and insights from real users. This involves engaging with end users from diverse backgrounds and demographics, as well as users who may require assistive technologies, to evaluate usability, accessibility, and overall user experience.; ; Furthermore, our performance testing procedures involve rigorous evaluation of system performance, scalability, and reliability under various conditions. We measure performance metrics such as response times, throughput, and resource utilisation to identify any bottlenecks or performance issues and optimise system performance accordingly.; ; Throughout the testing process, we also compare performance metrics against predefined Key Performance Indicators (KPIs) established at the outset of the project. This allows us to track progress, identify areas for improvement, and ensure that the service meets or exceeds performance expectations.

Security testing

• Security services: No

Ongoing support

• Ongoing support service: Yes
• Types of service supported: Hosting or software provided by a third-party organisation
• How the support service works: We offer comprehensive support services for cloud hosting and software services, delivered by our dedicated Digital, Data, and Technology (DDaT) resources. Our support adheres to ISO/IEC 20000-1:2018 standards, ensuring high-quality service delivery and customer satisfaction.; ; Our support services span the entire lifecycle of your project, from initial technical implementation to ongoing maintenance and user experience training. We understand that every element of your project is crucial to its success, which is why we provide tailored support solutions that cater to the unique needs and objectives of your organisation.; ; Our team is equipped to handle a wide range of digital and technical skill levels, ensuring that users at all proficiency levels receive the assistance and guidance they need. Whether it's troubleshooting technical issues, optimising system performance, or providing user experience training, we're committed to providing comprehensive support that empowers our customers to succeed in their digital initiatives.

Service scope

• Service constraints: No

User support

• Email or online ticketing support: Email or online ticketing
• Support response times: Within 1 hour; ; We prioritise prompt and efficient responses to all customer inquiries. Our aim is to acknowledge and address queries within a maximum timeframe of 60 minutes, ensuring that customer needs are attended to promptly and effectively.; ; To ensure streamlined communication and resolution, we employ a ticketing system that assigns priorities to each query, ranging from P1 (Severe) to P4 (Information guidance). Each priority level is associated with a specific Service Level Agreement (SLA), which dictates our response time commitments.
• 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: 24 hours, 7 days a week
• Web chat support: Web chat
• Web chat support availability: 24 hours, 7 days a week
• Web chat support accessibility standard: WCAG 2.1 AA or EN 301 549
• Web chat accessibility testing: We routinely conduct comprehensive web chat testing with assistive technology users to ensure that our services deliver a seamless and accessible experience for individuals relying on such technologies. Our testing encompasses various assistive technologies, including JAWS, VoiceOver, NVDA, and Dragon, among others. By engaging with assistive technology users, we gain valuable insights into the accessibility and usability of our web chat functionalities, allowing us to make informed refinements and optimisations to enhance the overall user experience.
• Support levels: Our support model is structured to prioritise the diverse needs of our customers, ensuring they receive timely assistance and resolution. Each customer is assigned a dedicated account manager and technical support team, providing continuous support throughout the duration of their contract. There are no additional costs associated with our support model, as we believe in delivering quality service to every customer.; ; We offer four distinct support levels, each with corresponding Service Level Agreement (SLA) targets:; ; P1: Target resolution time of 4 hours for incidents causing major loss of functionality, impacting all users or disrupting critical business processes for over 50% of users. A dedicated major incident phone line is available 24/7 for immediate assistance.; ; P2: Target resolution time of 8 hours for incidents causing significant loss of functionality, affecting 25% to 50% of users' critical processes, with no available workaround.; ; P3: Target resolution time of 24 hours for incidents impacting more than 5% of users' processes, but with the system still usable. Workarounds may or may not be available.; ; P4: Target resolution time of 60 hours for informational queries.; Our support team includes technical account managers and cloud support engineers, ensuring comprehensive assistance and expertise across all levels of support.

Resellers

• Supplier type: Not a reseller

Staff security

• Staff security clearance: Conforms to BS7858:2019
• Government security clearance: Up to Security Clearance (SC)

Standards and certifications

• ISO/IEC 27001 certification: Yes
• Who accredited the ISO/IEC 27001: Alcumus, ISOQAR
• ISO/IEC 27001 accreditation date: 12/04/2022
• What the ISO/IEC 27001 doesn’t cover: We do not have any exclusions for our ISO/IEC/27001 accreditation.
• 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

  • Fighting climate change
  • Covid-19 recovery
  • Tackling economic inequality
  • Equal opportunity
  • Wellbeing

  Fighting climate change

  As a ISO14001 accredited organisations, we are deeply committed to combating climate change through a multifaceted approach integrated into our service provision. Our commitment begins with the fundamental ethos of our service design, which emphasises efficiency, effectiveness, and sustainability. By prioritising quality service design, we aim to optimise resource utilisation, reduce waste generation, and minimise environmental impact across our operations.; ; One key aspect of our strategy involves the adoption of environmentally friendly architecture and infrastructure. We leverage cloud-based technologies and data centres powered by renewable energy sources whenever feasible, thereby reducing energy consumption and carbon emissions associated with traditional on-premises infrastructure. Additionally, our development processes prioritise lightweight, scalable solutions that minimise resource requirements and maximise energy efficiency.; ; As a paperless organisation, we have implemented digital workflows and document management systems to minimise paper usage and promote eco-friendly practices. By embracing digital alternatives to traditional paper-based processes, we significantly reduce our carbon footprint and contribute to forest conservation efforts.; ; Furthermore, our commitment to remote work practices aligns with our sustainability goals by reducing commuting-related emissions and promoting a healthier work-life balance for our team members. By embracing telecommuting and virtual collaboration tools, we minimise the environmental impact of our operations while enhancing employee satisfaction and productivity.; ; In addition to our internal initiatives, we actively engage with industry stakeholders and advocate for sustainable practices within the digital sector. Through strategic partnerships, knowledge sharing, and advocacy efforts, we promote the adoption of green technologies and best practices across our ecosystem.

  Covid-19 recovery

  In response to the COVID-19 pandemic, we swiftly adapted its operations to support recovery efforts while prioritising the health and well-being of our team. As a cloud-based company, we seamlessly transitioned to remote work, ensuring business continuity while safeguarding our workforce. Robust communication channels and collaboration tools facilitated open dialogue and community among our dispersed team, including an instant messaging group for non-work-related engagement.; ; Mental health support was a priority, with appointed mental health first aiders and regular check-ins to provide guidance and assistance. Virtual quizzes, coffee mornings, and social activities promoted morale and well-being. A dedicated hub for COVID-19 information ensured access to updates, while a "camera-on" policy enhanced engagement in virtual meetings.; ; For the return to the office, comprehensive safety measures were implemented, including touchpoint removal, sanitising stations, social distancing, and clear signage. A hybrid working model and rotational schedules accommodated varying preferences. Moving forward, we remain committed to supporting recovery efforts by sustaining these initiatives. Through ongoing communication, collaboration, and prioritisation of well-being, we aim to navigate the challenges of the post-pandemic landscape while maintaining our vibrant company culture and ensuring the success of our team.

  Tackling economic inequality

  In addressing economic inequality, we foster opportunities for growth and inclusion. Our subsidiaries, primarily start-ups and SMEs, receive support through access to digital workplace applications and professional IT services, enabling them to thrive in the digital economy. Our recruitment practices prioritise inclusivity, with alternative assessment methods such as video calls and written assessments tailored to accommodate diverse learning and communication styles, ensuring equitable access to opportunities.; ; We invest in homegrown talent through our award-winning apprenticeship program, recognised for its impact on shaping new digital apprenticeship standards. This initiative not only fosters personal and professional development but also creates sustainable job opportunities within the IT sector. Over 45% of our workforce are current or former apprentices, with several rising to leadership positions, including 50% of our board.; ; Our robust learning and development framework ensures continuous growth for all employees, offering role-specific training, professional accreditations, and internal cross-skilling opportunities. Collaborations with local educational institutions enrich our talent pipeline, providing work experience, career guidance, and mentorship opportunities.; ; Through transparent reporting and community engagement initiatives, we demonstrate our commitment to social responsibility and economic empowerment. Our holistic approach to talent development and community outreach aligns with government priorities, contributing to a more inclusive and resilient economy.

  Equal opportunity

  We are committed to fostering diversity and inclusion within our organisation. While exempt from gender pay gap reporting due to our size, we proactively ensure gender equality, with 65% of our workforce being female. As an equal opportunities employer, we prioritise inclusivity and diversity at every level, striving to create a diverse, inclusive, and sustainable organisation.; ; Our efforts extend beyond gender equality to encompass broader societal challenges. We actively support initiatives to address economic inequality, partnering with start-ups and SMEs to foster economic growth and create opportunities. Through our award-winning apprenticeship program, we invest in developing talent, providing opportunities for career progression and succession planning.; ; Additionally, we are committed to social responsibility, actively engaging with local communities through work experience programs, career advice, and mentorship. We are dedicated to ensuring fair and ethical practices across our supply chains, working to eradicate modern slavery and human trafficking.; ; By championing equality, diversity, and sustainability, Invuse contributes to building a more inclusive and socially responsible society, aligning with government priorities and social value themes. Our dedication to these principles underscores our commitment to making a positive impact on both our workforce and the broader community.

  Wellbeing

  At Invuse, the health and wellbeing of our employees is paramount. We offer comprehensive mental health support through our team of qualified Mental Health First Aiders and our Employee Assistance Programme, available 24/7, 365 days a year, offering confidential support and access to online resources.; ; In addition to these core services, we actively promote wellbeing through initiatives such as Mental Health Awareness month, regular blogs, and 'Walking Wednesdays' for lunchtime walks. We foster a sense of community with engaging activities like breakfast clubs, lunch and learns, virtual coffee mornings, and recreational events like table-tennis tournaments and 5-a-side football.; ; Our commitment to work-life balance is evident through our encouragement of openness, collaboration, and engagement at all levels. Weekly company-wide meetings allow us to discuss goals and achievements, while monthly 'Rate My Team' sessions enable feedback and support for individuals and teams.; ; Furthermore, our involvement in open-source technology reflects our dedication to transparency and knowledge sharing. By contributing to open-source projects and adhering to open standards, we not only drive innovation but also promote employee skill development and community engagement.; ; Through these initiatives, we aim to create a diverse, inclusive, and sustainable organisation where every employee feels supported, valued, and empowered to thrive.

Pricing

• Price: £550 to £1,100 a unit a day
• Discount for educational organisations: Yes

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