Learning Pool

Learning Pool Employee Learning Cloud - Public Sector Edition

Employee Learning Cloud is an AI-first employee LMS that powers revenue enablement, learning & development, and compliance programs. Through the Employee Learning Cloud, enablement, L&D, and HR teams can create a centralised hub housing all of their organisation’s company-wide training.

Features

• AI course creation
• Personalised Learning
• Prebuilt Content & course discovery
• Skills
• Pitch certifications
• AI reporting & visualizations

Benefits

• Decreased employee ramp time/faster onboarding time
• Decreased sales reps time to close
• Increased customer satisfaction
• Increased employee retention
• On-time completion for compliance
• Increased promotion rates

• 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 tenders@learningpool.com. Tell them what format you need. It will help if you say what assistive technology you use.

Framework

G-Cloud 15

Service ID

831077836588675

Contact

Rachel Yemm
0207 101 9383
tenders@learningpool.com

About your service

• Service categories:

  Applications

  Enterprise resource management

  Human capital management

  • Talent Management Applications
• Multi cloud support: No

Service scope

• Software add-on or extension: No
• Cloud deployment model: Public cloud
• Service constraints: Employee Learning Cloud is available 24*7. Where maintenance windows are required customers will be provided with at least 10 business days' prior notice and Learning Pool will take all reasonable steps to reduce any impact to service.
• System requirements:
  • Entirely SaaS based, requires working supported browser and internet connection
  • Browsers - Edge 122, Firefox4+, Chrome11+, Safari5+, iOS, Android
  • Internet connection
  • Computer - Windows Vista/Windows 7 or above

User support

• Email or online ticketing support: Yes
• Support response times: We offer 24/7 support, 363 days a year (excluding Christmas and New Years' Day). Our response times are based on the severity of the issue raised:; ; Severity Level 1 - 30 minutes; Target Resolution - 4 hours; Severity Level 2 - 1 hour; Target Resolution - 1 working day; Severity Level 3 - 6 hours; Target Resolution - 5 working days; Severity Level 4 - acknowledge in 1 working day and diagnose in 1 week; ; Where an issue is low impact or cosmetic, this will be added to our ongoing development for consideration in future releases.
• User can manage status and priority of support tickets: Yes
• Online ticketing support accessibility: WCAG 2.2 AA
• Phone support: Yes
• Phone support availability: 24 hours, 7 days a week
• Web chat support: No
• Onsite support: Yes, at extra cost
• Support levels: Our support model provides a single, comprehensive tier of service for all customers at no additional cost. We do not offer premium paid tiers; every client receives our fastest response times and full 24/7/363 coverage as standard.; ; We categorise support into four severity levels based on business impact:; ; L1 (Critical): Total system outage or loss of service; 30-minute response.; ; L2 (Major): Significant feature failure or business-critical issue; 1-hour response.; ; L3 (Medium): Non-critical functional issues; 6-hour response.; ; L4 (Low): Minor bugs or "how-to" queries; 1-day acknowledgement.; ; This capacity remains consistent 24/7, including weekends and holidays, ensuring critical L1 issues are addressed immediately regardless of the time.; ; Your Customer Account Representative manages the commercial strategy. They are backed by our Application Support Engineers and Product Coaches, who provide the deep technical expertise required to resolve complex queries.
• Support available to third parties: No

Onboarding and offboarding

• Getting started: To help you start using our service, we provide a structured onboarding journey focused on both administrative mastery and end-user engagement. ; ; Our training is delivered through several channels:; ; Online Training: All administrators and users gain full access to the Learning Pool Academy, our central hub for self-paced learning. ; ; Guided Training: We offer live, remote webinars led by Product Coaches to provide deep-dives into platform configuration and features. ; ; Onsite Training: While our standard delivery is remote to ensure efficiency, we can provide bespoke onsite workshops upon request through our Professional Services team for a cost. ; ; User Documentation and Support; We provide extensive documentation, including user guides, admin manuals, and troubleshooting workflows, all hosted within the Academy and our Zendesk knowledge base. ; ; Ongoing Support Post Go-Live; Your Customer Account Representative provides ongoing strategic guidance, while our award-winning support desk remains available 24/7, 363 days a year via phone, email, and portal
• Service documentation: Yes
• Documentation formats:
  • HTML
  • PDF
• End-of-contract data extraction: In the event of termination, for any reason, we undertake to provide a full backup of your LMS environment (including content) at no cost so that you can continue to deliver the service with another provider. We will also undertake to complete a documented handover of your service if that is required as part of any termination scenario.
• End-of-contract process: We undertake to provide a full backup of your LMS environment (including content and historical completion records) at no cost so that you can continue to deliver the service with another provider.
• Documentation accessibility standard: WCAG 2.2 AA

Using the service

• Web browser interface: Yes
• Supported browsers:
  • Microsoft Edge
  • Firefox
  • Chrome
  • Safari
• Application to install: No
• Designed for use on mobile devices: Yes
• Differences between the mobile and desktop service: All product features have been designed for mobile using responsive web technologies.
• Service interface: Yes
• User support accessibility: WCAG 2.2 AA
• Description of service interface: The Employee Learning Cloud features an intelligent, integrated, and intuitive user interface designed for both administrators and learners. The UI/UX is built to be modern and clean, utilising a people-centric design that simplifies complex learning workflows.
• Accessibility standards: WCAG 2.2 AA
• Accessibility testing: Learning Pool regularly conducts third-party accessibility audits to ensure the usability of the application.
• API: Yes
• What users can and can't do using the API: Both employees and customer contacts can be set up via the API using several of our User and Group API endpoints.; ; The API includes many endpoints that allow users with the proper permissions to make changes via API. These changes include user management, assigning content, adding learners to events, and federated search.; ; The API has extensive coverage of the core functionality and management of the platform. However, it does not control user experience features such as custom branding and theming.
• API documentation: Yes
• API documentation formats:
  • HTML
  • PDF
• API sandbox or test environment: Yes
• Customisation available: Yes
• Description of customisation: Employee Learning Cloud is customisable and administrators can configure functionality to address the needs of their users. Typical customisation include: ; - Custom logos, colors, banners, fonts and images; - Custom subdomain ; - Automations and workflows; - User profiles and fields; - Custom reports and dashboards; - Custom learning pathways; - Custom learning catalogues and libraries

Scaling

• Independence of resources: The service is delivered as a multi-tenant SaaS platform with strict logical separation of customer data, configuration, and activity. Tenants operate within an isolated context, ensuring one buyer’s usage cannot interfere with another’s. As a shared SaaS service, capacity is managed to deliver consistent performance across tenants rather than relying on unlimited scaling. Fair usage controls, rate limiting, workload safeguards, and load balancing ensure resources are allocated across tenants and prevent disproportionate consumption by customers. The platform is continuously monitored for performance and utilisation, with thresholds and alerts triggering operational action. For customers requiring stronger guarantees, dedicated infrastructure is available.

Analytics

• Service usage metrics: Yes
• Metrics types: We provide standard usage data, including active session timestamps, record creation timestamps, and notification audit logging. We monitor customer usage weekly and look for metrics that indicate success and failure so we can respond and advise. We review return on investment at least annually and this is based on usage of the system by end users and tells us the value of the subscription.
• Reporting types:
  • API access
  • Real-time dashboards
  • Regular reports
• Resource tagging: Yes
• FOCUS resource tagging: No

Resellers

• Supplier type: Not a reseller

Staff security

• Staff security clearance: Other security clearance
• Government security clearance: None

Asset protection

• Knowledge of data storage and processing locations: Yes
• Data storage and processing locations:
  • United Kingdom
  • Other locations
• User control over data storage and processing locations: Yes
• Datacentre security standards: Complies with a recognised standard (for example CSA CCM version 4.0)
• 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 SSAE-18 / ISAE 3402
• Data sanitisation process: Yes
• Equipment disposal approach: Complying with a recognised standard, for example CSA CCM v4.0, CAS (Sanitisation) or ISO/IEC 27001
• Data sanitisation type: Explicit overwriting of storage before reallocation / Secure Erase

Data importing and exporting

• Data export approach: Data can be exported from the LMS as reports in CSV format. Data extraction is also supported via the API.
• Data export formats:
  • CSV
  • Other
• Other data export formats: API
• Data import formats:
  • CSV
  • Other
• Other data import formats: 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: We guarantee that the service will maintain an availability level of no less than 99.5% during any calendar month. This assurance reflects our commitment to providing a reliable service that supports your critical learning initiatives. Availability is calculated monthly, excluding known maintenance windows and scheduled downtime. We ensure minimal disruption by performing regular upgrades that typically do not impact system availability. For any rare planned maintenance requiring downtime, we provide at least 10 business days' notice. Total scheduled maintenance will never exceed eight hours per month.If availability falls below the 99.5% threshold, you are eligible for service credits applied against your pro-rated monthly subscription fee.10% Credit: For availability of 99% or over, but below 99.5%.15% Credit: For availability of 95% or over, but below 99%.50% Credit: For availability below 95%.Please note that this guarantee excludes issues caused by factors outside our control, such as your organisation's internet connectivity or internal user errors. To claim a credit or discuss any concerns, you can coordinate directly with your dedicated Customer Account Representative.
• Approach to resilience: Our service is engineered for resilience and continuity. It is deployed across multiple independent data centres (availability zones/regions) with active redundancy, so the service continues to operate during component or full data centre failure. Traffic is distributed via load balancing and health checks, and platform services are configured to fail over automatically to healthy capacity, avoiding single points of failure through redundant compute, network, and data-layer components.; ; Data and services are protected against loss through a defined backup and recovery approach. Backups are taken routinely, stored separately from the primary environment, and are regularly validated. We operate documented recovery procedures to restore service and data in the event of corruption, accidental deletion, or major incident, with recovery objectives defined and tested.; ; Operational resilience is built in through 24/7 monitoring, alerting, and on-call response, supported by incident management processes, runbooks, and post-incident reviews to drive continual improvement.
• Outage reporting: We communicate service issues through three primary channels:; ; * Service Status Page: Check here for real-time updates on widespread disruptions. Individual customer issues are handled directly via Customer Support.; * Customer Portal: Administrators can track the full history and status of all open cases here. The customer will receive email notifications for any updates; * Direct Escalation: For Severity 1 issues, we provide immediate phone and email support. If a resolution takes longer than two hours, you will receive hourly progress updates until the issue is fully resolved.

Identity and authentication

• User authentication needed: Yes
• User authentication:
  • Multi-Factor Authentication (MFA)
  • Identity federation with existing provider (for example Google Apps)
  • Username or password
• Access restrictions in management interfaces and support channels: Learning Pool enforces least privilege via role-based permissions in management interfaces, separating admin and user access and requiring MFA for administrative logins. ; ; Access is granted only through approved role assignments, reviewed quarterly, and revoked immediately on role change or leaver events. ; ; Support channels are controlled: customer support tickets are restricted to authorised customer users, and support staff actions require verification and are logged and regularly reviewed. ; ; Supplier support access is time bound, role limited, and audited. These controls are routinely assessed through our ISO 27001:2022 accreditation and internal audits.
• 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)
  • 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: At least 12 months
• Access to supplier activity audit information: No audit information available
• 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
  • Other
• Other security governance standards: Cyber Essentials
• Information security policies and processes: We’re committed to meeting the requirements of information security good practice, and seeking ways in which we can improve our security to mitigate new risks. To this end, we maintain an Information Security Management System (ISMS) which has been assessed and certified as meeting the requirements of ISO/IEC 27001:2022.; ; The objectives of our Information Security Management System are based on a continual formal risk assessment process. Having identified and assessed risks to ourselves, and our customers, we select and resource specific information security controls. These are summarised in our current Statement of Applicability.; ; Everyone within Learning Pool has an important role to play in maintaining security of information, each with their own specific tasks, and responsibilities. We support staff efforts to secure information through continual staff training and awareness activities. Our ISMS is subject to annual review to ensure that at a strategic level we address the evolving information security threats and objectives needed for the organisation to be successful.; ; The ISMS scope covers the provision and protection of hosted learning platforms, content and tools, customer and company and associated infrastructure. The management and monitoring of hosted service providers and the development of software solutions and mobile applications.
• Software Security Code of Practice: Yes

Operational security

• Configuration and change management standard: Complies with a recognised standard, for example CSA CCM v4.0 or SSAE-18 / ISAE 3402
• Configuration and change management approach: Learning Pool operates a mature, ticket based change management process aligned to ISO 27001:2022 and SOC 2 Type II, independently audited under both. All work is tracked in Jira, reviewed and approved by technical owners during planning, then delivered via GitHub/Bitbucket pull requests with senior developer review. Changes must pass CI controls including linting, unit/integration/smoke tests, Mend vulnerability and licence scanning, and build/deploy pipelines before progressing. QA validates ticket-specific containerised builds, including regression testing. Releases are governed through dedicated REL tickets linking all changes and maintaining an audit trail. Staging validation is completed before automated production deployment.
• Vulnerability management type: Complies with a recognised standard, for example CSA CCM v4.0 or SSAE-18 / ISAE 3402
• Vulnerability management approach: Our vulnerability management follows ISO 27001:2022 and SOC 2 Type II principles, combining automated and manual internal scans (daily and on deployment) with annual independent penetration tests aligned to OWASP. ; ; Vulnerabilities are assessed using a risk-based approach, considering severity, likelihood, and impact. Critical/high-risk issues are patched immediately or without undue delay, while medium/low risks are scheduled in development cycles. ; ; Threat intelligence is gathered from vendor/security bulletins, CVE databases, OWASP updates, internal scanning, and third-party security partners. ; ; Prioritisation is continuously reviewed to ensure timely remediation and protection of our services.
• Protective monitoring type: Complies with a recognised standard, for example CSA CCM v4.0 or SSAE-18 / ISAE 3402
• Protective monitoring approach: Our protective monitoring aligns to ISO 27001:2022 and SOC 2 Type II We continuously collect and analyse logs from systems, applications, authentication, network devices, and cloud platforms to detect anomalies such as unusual access patterns, failed logins, privilege escalation, and suspicious network activity. ; ; Alerts trigger triage, containment, remediation, and escalation where needed. Initial response occurs without undue delay, with investigation and containment typically within 1–4 hours based on severity. ; ; All incidents are tracked through our incident management process, with stakeholder notification and post-incident review to prevent recurrence.
• Incident management type: Complies with a recognised standard, for example, CSA CCM v4.0 or ISO/IEC 27035:2011 or SSAE-18 / ISAE 3402
• Incident management approach: We maintain documented incident response procedures for common events (security, availability, access issues) with severity based handling (Severity 1–3) and escalation paths. ; ; Users report incidents via our support portal, email, or phone for critical issues, and all reports are triaged by our incident team. For each incident we produce a post incident report; major incidents include root cause analysis, impact assessment, actions taken, and prevention measures. ; ; Reports are shared with affected customers within agreed timelines and retained for continual improvement. Our approach is aligned to ISO 27001:2022 and SOC 2 Type II controls.
• 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: Yes
• Description of free trial: Trials are limited to a 2-week duration with full access to the platform for testing purposes.
• Link to free trial: Speak to a membe rof our team to discuss triall options.

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: NQA
• ISO/IEC 27001 accreditation date: Thursday 24 October 2024
• What the ISO/IEC 27001 doesn’t cover: Our ISO/IEC 27001:2022 certification covers all controls specified in the standard. Therefore, there are no controls excluded from our certification scope.
• ISO 28000:2022 certification: No
• ISO 9001 certification: No
• Quality management systems (QMS): Yes
• CSA STAR certification: No
• PCI certification: No
• Cyber essentials: Yes
• Please provide your Cyber Essentials Certificate Number: 8f3a9f4a-e051-444d-9d52-28339f2023c0
• Cyber essentials plus: No
• Cyber Essentials Alternative: None of the criteria
• Other security certifications: Yes
• Any other security certifications: SOC2 TYPE2

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

    • Activities that support an environment where staff are educated about and feel empowered to report and address bullying and harassment
    • 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
    • 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
    • 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: 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
    • 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

    • 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)
    • Inclusive and accessible development practices, including guidance for line managers on recruiting, managing and developing people with a disability or health condition

  • 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 issues relating to entering the contract workforce

  • 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

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