Trickle Data Insights Limited

Employee voice platform: employee feedback, real-time insights, improvement and engagement.

Communication platform to drive change and continuous improvement with real-time feedback. Empower knowledge sharing, communication and collaboration. Fosters workplace culture of psychological safety with adaptable anonymity. Optimise employee experience and retain talent with employee recognition. Boost productivity and inform organisational strategy with data-driven insights. Cyber Essentials Plus, DTAC and DSPT.

Features

• Empower employees, share ideas, crowdsource ideas, promote inclusion, wider feedback
• Anonymous feedback, open communication, increase transparency, increase trust, manage issues
• Whistleblowing, confidentiality, support, issue reporting, employee assistance, active listening
• Daily mood tracker, team morale, engagement metrics, employee feelings
• Pulse surveys, employee surveys, employee insight, team engagement, targeted improvement
• Share news updates, company news, regular updates, engage employees
• Virtual high-fives, peer recognition, peer-to-peer recognition, team building, staff satisfaction
• Enhance efficiency, workflow management, task management, teamwork, improve productivity
• Metrics dashboard reporting, data insights, trend analysis, integrated analytics
• Scalable service, small organisations, large organisations, integrates seamlessly with systems

Benefits

• Employee collaboration, learning culture, supportive leadership, peer learning, increase confidence
• Peer-to-peer support, employee reflection fosters work-life balance, encourage self-care, resilience
• Improve employee engagement, culture of transparency and accountability, improve trust
• Real-time updates, real-time analysis, immediate insights, drive efficiency, seek solutions
• Feedback tool automatically prioritise feedback, efficient workflow, improve workplace collaboration
• Enhance community engagement, inclusion and belonging with community platform
• Recognise achievements, employee morale, team success, staff engagement, employee retention
• Data based decisions, improved decision-making, efficient decision-making, positive environment
• Team cohesion, remote communication, remote teams, hybrid working, work-from-home
• Collect feedback, capture ideas, action insights, address issues, deliver improvements

£3,600 a licence a year

• Education pricing available
• 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 info@trickle.works. Tell them what format you need. It will help if you say what assistive technology you use.

Framework

G-Cloud 14

Service ID

761509629055118

Contact

Sales Team
0330 133 8762
info@trickle.works

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: Microsoft Teams, Slack
• Cloud deployment model: Hybrid cloud
• Service constraints: The Trickle platform is accessed from the internet via web browser on any compatible device. Web app use via Microsoft Edge, Chrome, Firefox, Safari. ; ; Trickle is also a mobile app for iOS and Android, via smartphones and tablets. iOS v10+ and Android v5+ on any compatible device.; ; Users must be pre-registered. Passwordless authentication is performed via the user's registered email address using a secure one-time link, or SSO (Single Sign-On). ; ; Customer support is available Monday to Friday, 9am to 5pm with a 24 hour SLA.
• System requirements:
  • Users expected to have email compliant with organisation's security policies
  • Only users who have created account can access the platform
  • Login authentication performed via user's registered email address
  • Accessed via web browser, or mobile app iOS and Android
  • Web app use via Edge, Chrome, Firefox, Safari
  • Mobile app via smartphones and tablets, iOS and Android.

User support

• Email or online ticketing support: Email or online ticketing
• Support response times: Monday to Friday, business hours 9am to 5pm. 24 hour SLA.
• 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: Web chat
• Web chat support availability: 9 to 5 (UK time), Monday to Friday
• Web chat support accessibility standard: WCAG 2.1 AA or EN 301 549
• Web chat accessibility testing: We work with industry-leading platforms to deliver our webchat and customer contact mechanisms. We do not conduct specific web chat testing with assistive technology users internally, our providers conduct rigorous accessibility testing as part of their service offering. This ensures that our web chat function meets the highest standards of accessibility for all users.
• Onsite support: No
• Support levels: Trickle users have access to comprehensive support from our Customer Wellbeing and Product Teams. Support can be accessed through our in-app Help Centre, via webchat, email, contact form, or telephone call Monday to Friday between 9am and 5pm. ; ; Through our Help Centre, users can access a searchable library of articles, guides, videos, and FAQs. This resource is updated regularly to include feature updates and proactively share information helpful to all users. ; ; Our customers benefit from personalised support provided by a Customer Wellbeing Manager (CWM) throughout their subscription. Your designated CWM is your primary point of contact and connection to the wider Trickle team. A pivotal component of our Customer Success support involves coaching, education, and assisting Administrators, Trickle Champions and Managers in utilising the Trickle platform effectively. Our team is committed to ensuring you derive maximum value from your Trickle subscription. ; ; Enterprise Edition Coaching: During onboarding your CWM will work with you using Trickle’s ‘Discover, Understand, Advise and Measure’ framework to explore your organisation’s current landscape and create a Trickle strategy specific to your organisation. What we learn during these sessions enables us to tailor training and content, ensuring the most effective approach for your organisation.
• Support available to third parties: No

Onboarding and offboarding

• Getting started: To ensure a seamless transition onto our platform, each customer is paired with a dedicated Customer Wellbeing Manager (CWM) who oversees the onboarding process in collaboration with designated points of contact.; ; Our user-friendly portal streamlines information sharing, enabling effortless setup and onboarding for your team. It includes comprehensive launch communications and collateral to engage your team effectively. If migrating from another provider, your CWM will facilitate the smooth transition to Trickle, ensuring minimal disruption.; ; We prioritise customisation to meet the specific needs of your organisation. This includes tailoring settings for different locations, departments, hot topic categories, and levels of anonymity. Our team works closely with you to understand your requirements and customise your Trickle environment accordingly.; ; Your onboarding journey is personalised to your needs, featuring a welcome call, demonstrations, content discussions, launch preparation, and support for your launch day. Admins and designated Trickle super users (Champions) receive comprehensive training and coaching to maximise the value of all features prior to the wider team rollout.; ; Following the launch, ongoing guidance, support, and advice are provided by your dedicated CWM, ensuring continuous assistance at every stage of your journey with Trickle.
• Service documentation: Yes
• Documentation formats:
  • HTML
  • PDF
  • Other
• Other documentation formats:
  • Presentation
  • Video demonstration
  • Email
  • Customer Portal
  • CSV
  • Word Document
• End-of-contract data extraction: A Trickle subscription encompasses access to the Trickle platform and dedicated assistance from the Customer Wellbeing Team. Onboarding procedures are covered in subscription fees. This team collaborates closely with clients and their designated Trickle Champions to optimise organisational benefits.; ; Pricing depends on user count, with Professional and Enterprise options available. For Enterprise customers, a personalised approach is offered through the 'Discover, Understand, Advise, and Measure' framework, tailoring strategies and content for optimal results.; ; G-Cloud buyers have a 30-day termination option without penalty. Early termination of a 1-year contract still incurs full charges due to setup and onboarding costs factored into user fees. Renewals should be discussed and agreed upon 8 months before contract expiration.; ; Customer Wellbeing Managers provide proactive support leading up to subscription end, including offboarding processes which are covered in subscription costs.
• End-of-contract process: A Trickle subscription encompasses access to the Trickle platform and dedicated assistance from the Customer Wellbeing Team. Onboarding procedures are covered in subscription fees. This team collaborates closely with clients and their designated Trickle Champions to optimize organizational benefits.; ; Pricing depends on user count and chosen subscription period (monthly or annually), with Professional and Enterprise options available. For Enterprise clients, a personalized approach is offered through the 'Discover, Understand, Advise, and Measure' framework, tailoring strategies and content for optimal results.; ; G-Cloud buyers have a 30-day termination option without penalty. Early termination of a 1-year contract still incurs full charges due to setup and onboarding costs factored into user fees. Renewals should be discussed and agreed upon 8 months before contract expiration.; ; CW Managers provide proactive support leading to subscription end, including offboarding processes which are covered in subscription costs.

Using the service

• Web browser interface: Yes
• Supported browsers:
  • Microsoft Edge
  • Firefox
  • Chrome
  • Safari
  • Opera
• Application to install: Yes
• Compatible operating systems:
  • Android
  • IOS
  • MacOS
  • Windows
  • Windows Phone
• Designed for use on mobile devices: Yes
• Differences between the mobile and desktop service: Trickle mobile and desktop services are identical, with all features available across both platforms.
• Service interface: No
• User support accessibility: WCAG 2.1 AA or EN 301 549
• API: Yes
• What users can and can't do using the API: Trickle users can leverage our API to perform a comprehensive range of actions equivalent to those available within our web platform or mobile app. Our own applications are built utilising the same API, ensuring seamless integration and full accessibility to all functionalities. This empowers users to interact with Trickle's features efficiently across various platforms, enhancing their overall experience.
• API documentation: Yes
• API documentation formats: HTML
• API sandbox or test environment: Yes
• Customisation available: Yes
• Description of customisation: Trickle offers extensive customisation options to both organisational customers and individual users, ensuring a tailored experience that meets specific needs.; ; For our organisational customers, customisation begins during setup and onboarding, guided by their dedicated Customer Wellbeing Manager. This collaborative process allows organisations to configure their Trickle app according to their unique requirements, including settings for different locations, departments, hot topic categories, and levels of anonymity. We work closely with each customer to ensure their Trickle environment is optimised to support their objectives.; ; Individual users have the flexibility to personalise their interaction within the Trickle app to achieve their goals effectively. Whether it's initiating discussions with Trickles, sharing company updates through Shout Abouts, acknowledging achievements with Fist Bumps, gauging team sentiment with Moodsense, or engaging in confidential conversations through Flares, our platform provides a diverse range of customisable features.; ; With Trickle, teams are empowered with tools that foster communication, collaboration, and engagement, enhancing overall productivity and satisfaction.

Scaling

• Independence of resources: Trickle has multiple backend and frontend servers which are load balanced and can be automatically scaled up and out in the case of increased load. Individual users are rate limited to ensure that they do not overwhelm the resources of the platform

Analytics

• Service usage metrics: Yes
• Metrics types: Our Insights dashboard provides a comprehensive array of metrics for valuable analytics. ; ; Included, General Metrics: number of posts created, categorized by type. Track user engagement with posts, categorized by type. Practical Metrics: Assess the percentages of completed Trickles, ownership percentages, and incomplete or unassigned Trickles. Audience Trends: Observe in-app visitor versus contributor statistics. Analyse the percentage of users opting for anonymous posting. Measure user engagement with ""How Was Your Day"" to record happiness or unhappiness and identify the top five attributes contributing to employee mood. ; ; All metrics can be easily filtered by department, location, and time-period, for tailored insights.
• Reporting types: Real-time dashboards

Resellers

• Supplier type: Not a reseller

Staff security

• Staff security clearance: Other security clearance
• Government security clearance: Up to 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)
• User control over data storage and processing locations: No
• Datacentre security standards: Complies with a recognised standard (for example CSA CCM version 3.0)
• 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: Deleted data can’t be directly accessed
• Equipment disposal approach: A third-party destruction service

Data importing and exporting

• Data export approach: Prior to the end of their subscription, customers have the option to extract their data in CSV format through our platform. Additionally, we recognise that some customers may require tailored assistance with data extraction based on their specific needs. In such cases, our Customer Wellbeing Team is available to provide personalised support.; ; Requests for data extraction assistance are handled promptly by our dedicated Customer Wellbeing Team, who liaise with our Product Team as necessary to ensure a smooth and efficient process.
• Data export formats:
  • CSV
  • Other
• Other data export formats: PDF format
• Data import formats:
  • CSV
  • Other
• Other data import formats:
  • .doc
  • .xls

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: We understand the critical importance of uptime and reliability for our clients. Therefore, we guarantee a minimum uptime of 99% for our platform.; ; To ensure transparency and accountability, we have formalised our commitment to availability through service level agreements (SLAs). These SLAs outline the specific levels of availability that clients can expect from our service, along with corresponding remedies in the event of any deviations from these standards.; ; In the rare instance that we fail to meet our guaranteed levels of availability, our clients are entitled to refunds or credits as per the terms outlined in our SLAs. This ensures that our clients are fairly compensated for any inconvenience caused by downtime or service disruptions.; ; In the event of a full datacentre outage, our dedicated team works tirelessly to restore service as quickly as possible. Our target resolution time for such incidents is within 24 hours, minimizing disruption and ensuring that our clients can resume normal operations promptly.; ; We continuously monitor and optimise our infrastructure to maintain the highest levels of availability and resilience, providing our clients with the confidence and peace of mind they need to rely on our platform for their business needs.
• Approach to resilience: Trickle has multiple backend and frontend servers with automatic failover and load balancing support from Microsoft Azure and Cloudflare. This ensures that any downtime on one individual server does not cause a service outage. Our Azure Cosmos DB database is a managed cloud service with high availability across multiple regions with 99.999% SLA.
• Outage reporting: In the unlikely event of an outage, notification will be promptly sent via email alert. Outages are classified into two types: planned and unplanned. Unplanned outages are communicated via email as soon as they occur, ensuring users are informed promptly. For planned outages, advance notification is provided via email, allowing users to prepare accordingly. These planned outages are typically scheduled for late evenings or weekends, aligning with periods of lowest app usage to minimize potential impact on our users.

Identity and authentication

• User authentication needed: Yes
• User authentication:
  • 2-factor authentication
  • Identity federation with existing provider (for example Google Apps)
• Access restrictions in management interfaces and support channels: Trickle mobile and web applications access the service through the same secure API via HTTPS/TLS1.2+ utilising strong token-based authentication and role-based security per API.
• 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: Between 6 months and 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: Between 6 months and 12 months
• How long system logs are stored for: Between 6 months and 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: Yes
• Other security certifications: No

Security governance

• Named board-level person responsible for service security: Yes
• Security governance certified: Yes
• Security governance standards: Other
• Other security governance standards: Cyber Essentials Plus
• Information security policies and processes: As a Cyber Essentials Plus certified organisation, we uphold a robust suite of information security policies to safeguard our systems and data, covering Cyber Security, Access Control, Password Security, Device Security, Network Security, Security Incident Response, Backup Policy, and Data Protection Policy. Policies are regularly reviewed, and our team promptly informed of any changes.; ; Employees are required to review and affirm security policies, ensuring a collective understanding and commitment to maintaining a secure environment.; ; Devices are maintained in compliance with security standards and are monitored to ensure active security settings, including software updates, malware protection, and firewalls. Employees receive training to Data Security Awareness Level 1 standard to reinforce security practices.; ; Access to Trickle's infrastructure is controlled and limited to essential personnel, enforced through role-based access control (RBAC). Access is restricted to approved devices only, operating in accordance with our Information Security Policies. For development and testing, we maintain an independent infrastructure segregated into separate subscriptions with independent administrative control.; ; Developers report to the Head of Product, who in turn reports to the Chief Technology Officer (CTO). At the board level, the CTO oversees the monitoring and enforcement of all policies and procedures to ensure compliance and effectiveness.

Operational security

• Configuration and change management standard: Conforms to a recognised standard, for example CSA CCM v3.0 or SSAE-16 / ISAE 3402
• Configuration and change management approach: Source code resides in a distributed Git repository managed via Microsoft Azure DevOps, which offers role-based access control (RBAC) and maintains a comprehensive version history with an audit trail. Git employs branches to delineate streams of work, with changes merged into the "master" branch via pull requests, subject to approval and cross-referencing with work items by senior development team.; Automated tests validate changes before deployment to production, which necessitates approval from the technical leadership team. Access to production is strictly regulated through RBAC in Azure DevOps. Infrastructure changes impacting security, compliance, and governance require formal risk analysis and director-level approval.
• Vulnerability management type: Conforms to a recognised standard, for example CSA CCM v3.0 or SSAE-16 / ISAE 3402
• Vulnerability management approach: Security is at the heart of all our engineering choices at Trickle. ; ; We are hosted by industry-leading cloud platforms Microsoft Azure and Amazon Web Services, compliant with a plethora of standards. Additional protection and monitoring by Cloudflare. API server performance and error rates are monitored by Azure Application Insights with email alerts configured for unusual activity. ; ; We use mandatory strong encryption (HTTPS/TLS1.2+ only). HMAC-SHA256 token-based authentication with revocation support. Replica environments are used for isolated development/testing, as well as automated testing suites. Independent penetration testing is performed by a CREST-accredited security consultant.
• Protective monitoring type: Conforms to a recognised standard, for example CSA CCM v3.0 or SSAE-16 / ISAE 3402
• Protective monitoring approach: Trickle is hosted by industry-leading cloud platforms Microsoft Azure and Amazon Web Services. Additional protection and monitoring by Cloudflare. DDoS protection, Web Application Firewall (WAF) and threat monitoring are continuously provided with dual Cloudflare and OWASP rulesets. API server performance and error rates are monitored by Azure Application Insights with email alerts configured for unusual activity. Incidents are responded to in real-time.
• Incident management type: Conforms to a recognised standard, for example, CSA CCM v3.0 or ISO/IEC 27035:2011 or SSAE-16 / ISAE 3402
• Incident management approach: Security incidents must be reported immediately to CTO. Incidents will be investigated as a priority and classified according to risk. Response will be coordinated at board-level commensurate with risk associated and expected impact. Vulnerabilities representing practicable risk to customer data require immediate action to remedy. If immediate remedy is not available, suspension of the Trickle platform as a whole must be considered to minimize risk to customer data. Customers must be informed of security breach involving their data. Serious incidents will be reported to appropriate external authorities where relevant. Key information recorded and analysed to assess effectiveness of security controls.

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

  • Equal opportunity
  • Wellbeing

  Equal opportunity

  We will continue to work to ensure equal opportunity is embedded throughout our organisation and operations. ; ; We will continue to implement a fully flexible working policy. We will support and allow our employees to choose when they work. We will empower those with caring responsibilities to choose when they work. Through flexible working we will increase access to employment, and reduce bias and discrimination. ; ; We will continue to action equal opportunity at every stage of the employee lifecycle. We will utilise inclusive recruitment techniques so roles appeal to a diverse range of people who feel encouraged and welcome to apply. We will deliver supportive, friendly, and thorough employee onboarding to orientate new employees, and ensure personal needs and circumstances are met and accommodated. We will encourage in-work progression motivating staff to proactively identify how they can develop their workplace skills. This will be reinforced formally through bi-annual one-to-one growth and development meetings. These meetings will be used to reflect on individual’s progress, identify their personal objectives, and understand how Trickle can support them in meeting those goals. ; ; We will commit to fighting the gender pay gap every day. We will continue to ensure women are represented across all areas of the organisation and we will regularly review and assess equal pay. We will ensure we are up-to-date with the latest legislation and guidance and implement appropriate initiatives.

  Wellbeing

  As an organisation we prioritise mental health in the workplace. We commit to continuing our initiatives and strategies facilitate wellbeing at Trickle throughout our subscriptions and contracts. ; ; We will routinely monitor employee wellbeing by using the 'How Was Your Day' feature in the Trickle platform. Each day, every employee will be asked to reflect and report on how they are feeling, and encouraged to share the factors contributing to their mood. This will foster self-reflection, self-care, and resilience. Anonymised metrics will be visible in the Insights dashboard, and this data will be used to identify trends and proactively provide employee support. ; ; We will use Moodsense pulse surveys to gather feedback on specific topics raised, whether through the Trickle app, other channels, or in meetings. We will have dedicated discussions on employee wellbeing and ensure we leverage insights and take action. Accountability for wellbeing will continue to sit at a senior level with necessary implementation and application throughout the organisation. ; ; Trickle's culture is designed to promote positive mental health outcomes. This is evidence in our operational practices and the product we have designed. We will continue to nurture and develop this culture as the ongoing actualisation of our mission and values. We will support positive mental health through ensuring employee voice, supporting employee engagement, open communication, and real-time feedback. ; ; We will champion work-life balance by recognising that each Trickle employee is an individual with personal commitments and needs. We will promote and uphold the practices laid out in our flexible and remote working policies. We will ensure that each member of our team is respected and understands that they are trusted by Trickle to work in a way that supports their work-life balance. ; ; Furthermore, we will always challenge any stigma around mental health, building an inclusive, psychologically safe environment.

Pricing

• Price: £3,600 a licence a year
• Discount for educational organisations: Yes
• Free trial available: Yes
• Description of free trial: 3 Month Free Trial for up to 200 users. Includes full use of the app and service.
• Link to free trial: https://trickle.works/freetrial/

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 info@trickle.works. Tell them what format you need. It will help if you say what assistive technology you use.