ROL Solutions Ltd

GovMetric CX - customer feedback and citizen experience improvement platform

Around 100 public service providers trust GovMetric CX to capture customer feedback and customer satisfaction across every touchpoint. Analyse customer sentiment using intelligent text analytics. Understand the customer experience with real time dashboards and online reports. Get actionable insights and make evidence-based decisions that improve citizen outcomes and reduce costs.

Features

• Omnichannel feedback: web, email, SMS, QR code, IVR, social, touchscreen
• Voice of the Customer (VoC), Voice of the Employee (VoE)
• Customisable, certified accessible feedback surveys including NPS, CES, CSAT, Likert
• Advanced text, topic and sentiment analysis using AI, ML, NLP
• Individual and shared real-time, role-based dashboards with unlimited user logins
• Powerful, deep-dive data visualisations including interactive maps, word clouds, heatmaps
• Configurable alerts and integrated action management to close-the-loop with customers
• Standardised benchmarking and shared learning with other public sector organisations
• Interoperable, open standards government-grade technology, purpose-built for the public sector
• From CitX experts with over 25 years public sector experience

Benefits

• Act on customer insight, employee insight to drive service improvement
• Pinpoint failure demand, diagnose root cause, and quantify efficiency gains
• Improve digital experiences to drive self-service and sustainable channel shift
• Reduce demand on contact centres and improve cost to serve
• Identify priority improvement areas for delivering better customer outcomes
• Improve Right-First-Time delivery and reduce the cost of formal complaints
• Maximise response rates with always-on listening points and triggered surveys
• Deliver STAR and TSM tenant satisfaction surveys for social housing
• Fulfil Victims Bill responsibilities with victim satisfaction surveys for police
• Nurture a customer-centric, outside-in culture across the whole organisation

£6,125 to £75,075 a licence a year

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 nic.streatfeild@govmetric.com. Tell them what format you need. It will help if you say what assistive technology you use.

Framework

G-Cloud 14

Service ID

697534292008435

Contact

Nic Streatfeild
07973730005
nic.streatfeild@govmetric.com

Service scope

• Software add-on or extension: No
• Cloud deployment model: Public cloud
• Service constraints: None. The service is available 24 hours a day, 7 days a week.
• System requirements: Latest version of widely adopted browsers

User support

• Email or online ticketing support: Email or online ticketing
• Support response times: Within 24 hours, Monday to Friday
• 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: No
• Onsite support: No
• Support levels: Standard service desk support is available 9am to 5pm Monday to Friday and is included in annual fees.
• Support available to third parties: Yes

Onboarding and offboarding

• Getting started: The onboarding process is led by our implementation manager, supported by our wider Customer team, who will work together with your project lead. Starting with the project kick-off meeting, our team will work with you to design and configure the service to meet the agreed specification. We can provide help and advice on every detail, from choosing appropriate measurement methodologies and designing accessible surveys that achieve high response rates, to configuring reports and planning communications. Before the system goes live, we will deliver initial training on a ‘train the trainer’ basis, ensuring that your organisation is ready from the get-go. Timescales for a typical three-survey implementation range from 8 to 12 weeks from project kick-off to going live with the first survey. You'll receive ongoing support and mentoring from your Customer Success Manager— a citizen experience expert who will help you to get the most out of the platform. Through regular reviews, your Customer Success Manager will assist you with analysing your data and will make recommendations on how to fine-tune your approach. They'll share ideas, knowledge, and best practice, helping to ensure that the programme achieves your desired outcomes and continues to deliver value in the long-term.
• Service documentation: Yes
• Documentation formats: PDF
• End-of-contract data extraction: At the end of the contract, the extract function can be used to download data in CSV format for up to 30 days after the contract termination. Should additional assistance be required, this is provided by us at no additional charge.
• End-of-contract process: There is no charge made for offboarding. At the end of the contract, citizen-facing surveys will be removed, user access will be restricted and data will be deleted in accordance with the Service Level Agreement.

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 citizen-facing interface is built following responsive design principles to ensure that pages render in a way that is suitable for the device. While different device types may display the systems differently, the functionally they provide will be equivalent.
• Service interface: Yes
• User support accessibility: WCAG 2.1 AA or EN 301 549
• Description of service interface: The citizen-facing interface enables users to provide customer satisfaction ratings and customer feedback via a wide range different data capture mechanisms including digital, IVR and print-based surveys.; ; The organisation interface enables users to view customer satisfaction ratings and customer feedback using dashboards and other data visualisation tools.
• Accessibility standards: WCAG 2.1 AA or EN 301 549
• Accessibility testing: The relevant citizen interfaces have been tested using a combination of automatic tools and manual expert verification. We work closely with leading accessibility consultants to ensure that all citizens have the same level of access to the system.
• API: Yes
• What users can and can't do using the API: The API enables the secure submission & extraction of data into the GovMetric CX system.; ; You can: access to all customer feedback data; access an OData interface for external MI systems; request SMS / email surveys to specified recipients; submit data from 3rd party feeds or capture tools.; ; You can't: create new reports within GovMetric CX (although the API can be used to extract data for use in other platforms); create new surveys.
• API documentation: Yes
• API documentation formats:
  • Open API (also known as Swagger)
  • PDF
• API sandbox or test environment: Yes
• Customisation available: Yes
• Description of customisation: The following features are customisable by users via the GovMetric CX user interface:; Dashboards;; Alerts.; ; These features are controlled per user through a rich permissions-based system.; ; The following features are customisable by the Service Desk:; Corporate branding for surveys;; Reports;; Users & permissions.

Scaling

• Independence of resources: All incoming traffic to our systems is load-balanced. We utilise public cloud serverless technologies that enable us to scale according to demand. System utilisation resources are constantly monitored and adjusted to the needs.

Analytics

• Service usage metrics: Yes
• Metrics types: Can be requested through the service desk.
• Reporting types:
  • Regular reports
  • Reports on request

Resellers

• Supplier type: Not a reseller

Staff security

• Staff security clearance: Other security clearance
• Government security clearance: Up to Security Clearance (SC)

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 Tigerscheme qualified provider or a CREST-approved service provider
• Protecting data at rest:
  • Physical access control, complying with CSA CCM v3.0
  • 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: Complying with a recognised standard, for example CSA CCM v.30, CAS (Sanitisation) or ISO/IEC 27001

Data importing and exporting

• Data export approach: All customer data can be exported via API, OData or CSV extract.; ; In addition, reports can be exported in PNG and JPG formats.
• Data export formats:
  • CSV
  • Other
• Other data export formats:
  • JSON
  • OData
• Data import formats:
  • CSV
  • Other
• Other data import formats:
  • JSON - via our secure API
  • XML - via our secure API

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: Reasonable endeavours will be made to ensure the platform is available for access to meet an annual average uptime target of at least 99.9% (outside of maintenance windows). Our comprehensive SLA is available on request.
• Approach to resilience: Our platform utilises serverless technology which is hosted on public cloud. Further information is available on request.
• Outage reporting: Service outage reports are communicated by our service desk via email and telephone as appropriate.

Identity and authentication

• User authentication needed: Yes
• User authentication:
  • 2-factor authentication
  • Public key authentication (including by TLS client certificate)
  • Identity federation with existing provider (for example Google Apps)
  • Username or password
• Access restrictions in management interfaces and support channels: There are named contacts for all customers who are authorised to arrange service changes. Access to management interfaces are managed by role-based permissions and restricted to ROL Solutions Ltd employees.
• Access restriction testing frequency: At least every 6 months
• Management access authentication:
  • 2-factor authentication
  • Identity federation with existing provider (for example Google Apps)

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: Between 6 months and 12 months

Standards and certifications

• ISO/IEC 27001 certification: Yes
• Who accredited the ISO/IEC 27001: Citation ISO Certification Limited
• ISO/IEC 27001 accreditation date: 17/10/2021
• What the ISO/IEC 27001 doesn’t cover: ISO 27001 applies to all aspects of the company's service provision.
• ISO 28000:2007 certification: No
• CSA STAR certification: No
• PCI certification: No
• Cyber essentials: Yes
• Cyber essentials plus: Yes
• Other security certifications: No

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: The company is accredited under ISO27001. The company's Managing Director directly oversees the ISMS through regular operations meetings with direct reports.

Operational security

• Configuration and change management standard: Supplier-defined controls
• Configuration and change management approach: The Change Control process is designed to capture and manage the various requests for changes, upgrades and development of the Service Platform.; ; Customer requests for changes and updates will be reviewed by the company via an issue management system.; ; Any agreed changes then go through a process of configuration, testing and security review prior to being deployed to the live environment. Each stage of this process is subject to approval by internal stakeholders.
• Vulnerability management type: Supplier-defined controls
• Vulnerability management approach: All GovMetric CX servers are monitored using the Amazon AWS Inspector service, which reviews all servers against potential security issues and vulnerabilities, as set out in 'Common Vulnerabilities and Exposures' and 'Security Best Practices' defined by the AWS Inspector Core Rules Sets. All found issues and vulnerabilities are reviewed and addressed according to severity.
• Protective monitoring type: Supplier-defined controls
• Protective monitoring approach: All external traffic to our platforms is automatically monitored and protected by our cloud provider, Amazon AWS, who comply with various standards relevant to the security of its services including ISAE 3402. ; ; Any traffic getting through to our systems is then protected using elastic load balancers and web application firewalls which actively protect against DDoS attacks and the OWASP Top Ten Security Risks.; ; Our engineering team also monitors for usage anomalies with automated alerts triggered in the case of abnormal trends / brute force attack. Potential issues are investigated immediately with further analysis of the relevant server and service logs.
• Incident management type: Supplier-defined controls
• Incident management approach: Our processes are inline with the NCSC 10 Steps to Cyber Security / Incident Management to ensure that all incidents are raised, managed, resolved and reviewed in a timely manner. The key steps are: Identify, Protect, Detect, Response & Recover. ; ; Customer-originating incidents should be reported to the service desk. The incident will then be managed according to the above.; ; Whether customer- or internally-generated, the service desk will share an incident report with nominated contacts at affected customers, detailing the level and scope of the attack, the mitigation and recovery.

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 v3.0)

Public sector networks

• Connection to public sector networks: No

Social Value

• Social Value:

  Social Value

  Wellbeing

  Wellbeing

  GovMetric CX facilitates improved community integration by providing a platform for public sector organisations to engage with citizens and communities in order to understand their needs.

Pricing

• Price: £6,125 to £75,075 a licence a year
• 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 nic.streatfeild@govmetric.com. Tell them what format you need. It will help if you say what assistive technology you use.