ROL Solutions Ltd

GovMetric CX - 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

Pricing

£4,500.00 to £88,837.50 a licence a year

Service documents

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 13

Service ID

8 7 1 2 5 6 9 2 0 4 2 1 8 8 9

Contact

ROL Solutions Ltd Nic Streatfeild
Telephone: 07973730005
Email: 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
There are two levels of support: Basic and Professional. Both levels provide access to the Service Desk 9am to 5pm, Monday to Friday. Costs are listed in the Pricing Document.
Support available to third parties
Yes

Onboarding and offboarding

Getting started
The onboarding process will be led by a named project manager, who will work with your nominated 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 impactful reports and planning communications.
Before the system goes live, we will deliver comprehensive initial training on a ‘train the trainer’ basis, ensuring that your organisation is ready from the get-go. Timescales for a typical programme range from 8 to 12 weeks from project kick-off to going live with the first survey. You will receive ongoing support and mentoring from a named Customer Success Manager—a citizen experience expert whose focus is on helping you to get the most out of the platform. Through regular programme reviews, your Customer Success Manager will assist you with analysing your data and will make recommendations on how to fine-tune your approach. They will 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
  • HTML
  • PDF
End-of-contract data extraction
Data will be provided on request in an mutually agreed format.
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 (these are configured by the Service Desk); create new surveys.
API documentation
Yes
API documentation formats
  • Open API (also known as Swagger)
  • HTML
  • 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 traffic to our systems is load-balanced by multiple servers across multiple geographically disparate data centres within the EEA / UK (defined by agreement at onboarding). Our back-end services make use of serverless technologies which allow 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
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
  • 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 subscriber data can be exported via multiple methods:
API;
OData;
CSV extract.
Data export formats
  • CSV
  • Other
Other data export formats
  • JSON
  • OData schema
Data import formats
  • CSV
  • Other
Other data import formats
  • JSON - through our secure API
  • XML - through 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 GovMetric CX Service Platform is available for access by the Subscribing Client to meet an annual average uptime target of at least 99.9%. Our comprehensive SLA is available on request.
Approach to resilience
All services are replicated over multiple-geographically disbursed locations with all traffic load balanced between. Faulty systems within our platform are automatically removed and replaced to ensure full resilience.
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 subscribers who can contact and 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
At least 12 months

Standards and certifications

ISO/IEC 27001 certification
Yes
Who accredited the ISO/IEC 27001
QMS UK LTD
ISO/IEC 27001 accreditation date
17/10/2016
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
No
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.

Subscriber 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.
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 on a weekly basis by the senior technical team and dealt with according to the relative risk.
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

Fighting climate change

Fighting climate change

n/a
Covid-19 recovery

Covid-19 recovery

n/a
Tackling economic inequality

Tackling economic inequality

n/a
Equal opportunity

Equal opportunity

n/a
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
£4,500.00 to £88,837.50 a licence a year
Discount for educational organisations
No
Free trial available
No

Service documents

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.