Medallia Inc

Medallia Government Contact Centre Suite

Service providers can seamlessly integrate contactcentre interaction and citizen service events into the Medallia Government Cloud. Providing realtime experience data, and more qualitative data to improve the citizen experience.

Mindful CallBack eliminates holdtime, giving citizens a choice to engage as they prefer. Mindful Feedback offers IVR surveys optimising post-interaction feedback

Features

• Automatically categorises and scores disparate data from insight/coaching workflows
• Streamlined alerting/closed-loop for followup with citizens at scale
• AI-driven analysis of all calls triggering QA/QM workflows
• Signal orchestration tied to citizen lifecycle across individual/aggregate experience
• Continuously capture, analyse and understand citizen and agent feedback
• Anticipate citizen pain points and proactively respond to retain trust
• Identify high-value interactions and moments that matter for service improvement
• Speech analytics and transcription with sentiment analysis overlayed
• Democratise data across the organisation with purpose-built role-based dashboards
• Operationalise insights

Benefits

• Eliminate operational inefficiencies by tackling systemic issues
• Align and collaborate across the entire organisation, breaking down silos
• Maximise citizen satisfaction and minimise employee stress
• Develop high-performing teams
• Reduce call volume, handle time, and increase first call resolution
• Identify self-service opportunities
• Improve QA efficiency
• Streamline analysis to improve overall citizen experience
• Make citizen experiences memorable for the right reasons

• Education pricing 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 gcloud@medallia.com. Tell them what format you need. It will help if you say what assistive technology you use.

Framework

G-Cloud 15

Service ID

697908034327315

Contact

Nigel Herbert
0773 468 2052
gcloud@medallia.com

About the service

• Service categories:
  • Applications
    • Customer relationship management
      • Customer service
        • Customer service
      • Contact centre
        • Contact centre
• 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: Medallia Citizen Research Suite; Medallia Patient Experience Suite; Medallia Digital Experience Analytics
• Cloud deployment model: Private cloud
• Service constraints: N/A
• System requirements: Modern web browser

User support

• Email or online ticketing support: Yes
• Support response times: No
• User can manage status and priority of support tickets: Yes
• Online ticketing support accessibility: WCAG 2.2 A
• Phone support: No
• Web chat support: No
• Onsite support: No
• Support levels: Medallia services provides customised support levels depending on the client's specific needs and project scope.
• Support available to third parties: Yes

Onboarding and offboarding

• Getting started: Medallia and its partners offers design and implementation services to ensure clients instances are configured to reflect their business processes. Additionally, we offer training services throughout the lifecylce of the license alongside our self service portal, CX Navigator.
• Service documentation: Yes
• Documentation formats: PDF
• Documentation accessibility standard: WCAG 2.2 A
• End-of-contract data extraction: Upon termination of contract, Medallia will make the client’s data available for secure download by the client in a standard flat file format for at least thirty days. Within 60 days of the end of this data transfer period, Medallia will remove the customer data from the program instance. All data will be either securely erased according to industry best practices, including backups, or the hard drives will be physically destroyed
• End-of-contract process: Upon termination of contract, Medallia will make the client’s data available for secure download by the client in a standard flat file format for at least thirty days. Within 60 days of the end of this data transfer period, Medallia will remove the customer data from the program instance. All data will be either securely erased according to industry best practices, including backups, or the hard drives will be physically destroyed

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: Differences in dashboard presentation and in access to administrative controls.
• Service interface: No
• User support accessibility: WCAG 2.2 A
• API: Yes
• What users can and can't do using the API: APIs provide a vendor-neutral, web-based method for data connectivity. Please see www.medallia.com/platform/api for more details.
• API documentation: Yes
• API documentation formats:
  • HTML
  • PDF
• API sandbox or test environment: Yes
• Customisation available: Yes
• Description of customisation: Medallia allows users to customise the data they collect, the way in which that data is analysed and ultimately presented through role based dashboards.

Scaling

• Independence of resources: We guarantee it as part of our terms of service with 99.99% uptime monthly.

Analytics

• Service usage metrics: No

Supplier type

• Supplier type: Not a reseller

Staff security

• Staff security clearance: Other security clearance
• Government security clearance: Baseline Personnel Security Standard (BPSS)

Asset protection

• Knowledge of data storage and processing locations: Yes
• Data storage and processing locations:
  • United Kingdom
  • European Economic Area (EEA)
  • Other locations
• User control over data storage and processing locations: Yes
• Datacentre security standards: Supplier-defined controls
• Penetration testing frequency: At least every 6 months
• Penetration testing approach: Another external penetration testing organisation
• Protecting data at rest: Physical access control, complying with another standard
• Data sanitisation process: Yes
• Data sanitisation type:
  • Deleted data can’t be directly accessed / Cryptographic Erasure
  • Explicit overwriting of storage before reallocation / Secure Erase
• Equipment disposal approach: A third-party destruction service

Data importing and exporting

• Data export approach: Through our RESTful API or our managed package integrations with platforms such as Salesforce, Servicenow, Adobe, Workday and others.
• 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: Availability is 24x7x365 with a minimum of 99.9% availability per month
• Approach to resilience: All services have quick failover points with redundant hardware, and we perform complete encrypted backups routinely.
• Outage reporting: Information on outages can be made available upon request

Identity and authentication

• User authentication needed: Yes
• User authentication:
  • Multi-Factor Authentication (MFA)
  • Username or password
• Access restrictions in management interfaces and support channels: Medallia's solutions have built in platform governance designed to manage user roles and permissions.
• Access restriction testing frequency: At least every 6 months
• Management access authentication:
  • Multi-Factor Authentication (MFA)
  • 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: Between 1 month and 6 months
• Access to supplier activity audit information: Users have access to real-time audit information
• How long supplier audit data is stored for: Between 1 month and 6 months
• How long system logs are stored for: Between 6 months and 12 months

Security governance

• Named board-level person responsible for service security: Yes
• Software Security Code of Practice: Yes
• Security governance certified: Yes
• Security governance standards: ISO/IEC 27001
• Information security policies and processes: Medallia's data centres in various geographic locations for continuity and regulatory purposes, are Tier III, SOC 2 and/or ISO 27001 certified. Our data centres have common security practices, including closed-circuit video monitoring and 24/7-manned guards, and require the use of biometric access controls to our locked cages.

Operational security

• Configuration and change management standard: Supplier-defined controls
• Configuration and change management approach: Medallia uses a structured release and change management process to provision systems and update application software. Impact assessments must be performed and documented before change requests are approved. Changes are documented, scheduled, reviewed, tested and released regularly in accordance with our Change Management Plan and SDLC. The process applies to off-the-shelf products, internally-developed systems, and externally developed applications and/or systems. Whenever possible, changes are scheduled far enough in advance to allow time to notify any clients’ whose service may be affected by the change.
• Vulnerability management type: Supplier-defined controls
• Vulnerability management approach: Medallia regularly tests its network for vulnerabilities to ensure the security of our infrastructure. Our process includes regular and ad hoc vulnerability scanning. We monitor vulnerabilities listed in the Common Vulnerabilities and Exposures database. We pay attention to the threat landscape and frequently test for threats on the OWASP Top 10 list, such as input validation, XSS and various injection attacks. Any vulnerabilities identified as part of this process are analysed and remediated in accordance with our Vulnerability Management Standard. We also perform both internal and external penetration tests, both internally and through partnerships with independent expert 3rd-party security firms.
• Protective monitoring type: Supplier-defined controls
• Protective monitoring approach: Medallia relies on a wide variety of monitoring systems to provide a highly available service. In order to identify, block and prevent network attacks, we monitor event logs and alerts from multiple network security devices, looking for unusual or unauthorised activities or unusual conditions at ingress/egress points. We also monitor key performance metrics to ensure we have sufficient resources for optimal performance. An on-call schedule ensures that operations team members are always ready to respond to critical events.
• Incident management type: Supplier-defined controls
• Post-quantum cryptography secure: No
• Incident management approach: Our Computer Security Incident Response Team includes representatives from the Executive, Legal, and Information Systems Management teams. In the event of an incident, CSIRT will perform an initial analysis, assess the severity of the incident, and notify leadership and relevant stakeholders. CSIRT takes measures necessary to stop/contain the incident, and then coordinate the deployment of controls and countermeasures to prevent a recurrence of the incident. Medallia notifies the client of any incident that affects their data and it’s severity has been classified as SEV1, SEV2 or SEV3 where SEV1 is high severity and SEV 3 is low severity.

Secure development

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

Public sector networks

• Connection to public sector networks: No

Pricing

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

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

• Less than £250,000: 7%
• Between £250,000 and £500,000: 8%
• Between £500,001 and £1,000,000: 10%
• Between £1,000,001 and £2,500,000: 12%
• Between £2,500,001 and £5,000,000: 15%
• Over £5,000,001: 20%

Standards and certifications

• ISO/IEC 27001 certification: Yes
• ISO/IEC 27001 accredited by: A-LIGN Compliance & Security Inc
• ISO/IEC 27001 accreditation date: Tuesday 6 December 2022
• What the ISO/IEC 27001 doesn’t cover: Not applicable
• ISO 28000:2022 certification: No
• ISO 9001 certification: No
• Quality management systems (QMS): Yes
• CSA STAR certification: Yes
• CSA STAR accreditation date: Wednesday 13 November 2024
• CSA STAR certification level: Level 1: CSA STAR Self-Assessment
• What the CSA STAR doesn’t cover: Not applicable
• PCI certification: Yes
• PCI DSS certification accredited by: PCI Security Standards Council
• PCI DSS accreditation date: Friday 7 November 2025
• What the PCI DSS doesn’t cover: Not applicable
• Cyber essentials: No
• Cyber Essentials Alternative: None of the criteria
• Cyber essentials plus: No
• Cyber Essentials Alternative: In relation to the services you do not have a current and valid Cyber Essentials Plus certificate which has been awarded by one of the government approved Cyber Essentials accreditation bodies but you are working towards gaining it, and will be in a position to confirm that you have been awarded a current and valid Cyber Essentials Plus certificate by one of the government approved accreditation bodies within 12 months of the date of award.
• Other security certifications: No

Social value

• 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
  • 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
  • Monitoring and reporting of gender and ethnicity pay gaps and plans to address them where necessary
  • 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
  • Outline policies and practices to be applied to or put in place for the contract to mitigate and manage modern slavery risks, including: Pre-employment checks, recruitment practices. Workplace conditions, safeguarding plans and processes in place and regular monitoring with relevant groups considered, which may include sampling

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

  • Understanding of employment and relevant skills issues, and of the education and training issues relating to the contract. Illustrative examples: demographics, skills shortages, new opportunities in high growth sectors, geographic/local community and skills/employment challenges
  • 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

  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
  • Ensuring accessibility to contracting and subcontracting opportunities for disabled business owners and employees
  • Structuring of the supply chain selection process to ensure fairness (e.g. anti-corruption) and encourages participation by a diverse range of businesses, including with regard to new businesses, entrepreneurs, start-ups, SMEs, VCSEs and mutual
• 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
  • Activities to reconnect people with the environment and increase awareness of ways to protect and enhance it
• 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

  • Advertising, promotional and outreach activities designed to raise awareness of the offer to reach the target cohort
  • 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
  • Collection of the views and expertise of disabled people and their representative organisations on successfully supporting disabled employees or applicants
  • Inclusive and accessible recruitment practices, and retention-focused activities, including those provided in the Guide for line managers on recruiting, managing and developing people with a disability or health condition
  • Introducing transparency to pay and reward processes
  • Working conditions which promote an inclusive working environment and promote retention and progression
  • 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
  • Inclusive and accessible development practices, including guidance for line managers on recruiting, managing and developing people with a disability or health condition

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

  • Advertising, promotional and outreach activities designed to raise awareness of the offer to reach the target cohort
  • Understanding of issues relating to entering the contract workforce
  • Creation of outreach activities to create a pipeline of employees for the future contract delivery
  • Content of the outreach activity is designed to suit the target cohort
  • Advertising, promotional and outreach activities designed to raise awareness of the offer to reach the target cohort
• Mission: Build an NHS fit for the future:

  That is there when people need it; with fewer lives lost to the biggest killers; in a fairer Britain, where everyone lives well for longer.

  Policy Outcome 8: Increasing productivity through physical and mental wellbeing: In the supply chain and communities in the relevant area.

  • Understanding of issues relating to health and wellbeing, including physical and mental health, in the contract workforce
  • Understanding barriers to access to health and social care services or employment opportunities e.g. digital inclusion
  • Actions to invest in the physical and mental health and wellbeing of 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 gcloud@medallia.com. Tell them what format you need. It will help if you say what assistive technology you use.