Bramble Hub Limited

Bramble Hub Icon - CCGC (Content Creation Generation & Collaboration)

CCGC renders and delivers, enterprise customer communications, using a simple user interface across batch (mass mailers), interactive (call centre) and self-service (web). Containing many modern features, it has an open migration interface for simple legacy transition. Used by many leading businesses and public sector organisations across Europe.

Features

  • Output via paper+electronic, incl. HTML5, print, e-mail, social, SMS
  • Easy content generation, integration and auto-population, with templated re-use
  • Single user interface across batch, interactive and self service
  • Easliy integrated into existing infrastructure and applications, including mainframe
  • Windows look and feel
  • Intelligent, contextural templating, reducing administration and support
  • An open migration interface for easily replacing existing legacy systems
  • Management reporting on document readability, usage statistics, etc
  • Templated creation workflows, audit trails and user permissions for productivity
  • Flexible Pricing Models, inc. Consumption/pay-as-you-go, Annual, Perpetual

Benefits

  • Communications in individual client's chosen format, improving loyalty
  • Single interface; same solution reduces training, errors and administration
  • Easy to grasp and use; plus highly sophisticated options
  • Reduces the cost and risk of integration and delivery
  • Flexible payment models; Only pay for what you use
  • Reduction in administration and support, empowering users
  • Add only what you need to deliver simplification and modernisation
  • Continual improvement of content
  • Strong management and control, enabling controlled user empowerment
  • Reducing the cost of customer communications

Pricing

£88.13 a user a month

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 contact@bramblehub.co.uk. Tell them what format you need. It will help if you say what assistive technology you use.

Framework

G-Cloud 13

Service ID

9 1 0 6 6 4 2 1 4 4 4 1 4 0 5

Contact

Bramble Hub Limited Geoff Couling
Telephone: +44 (0) 2077350030
Email: contact@bramblehub.co.uk

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
This can use used in conjunction with Icon's suite of end-to-end document and information management products, including e-Identity, e-Signing, workflow automation and store/archive/search capabilities.
Cloud deployment model
  • Private cloud
  • Community cloud
  • Hybrid cloud
Service constraints
Reasonable web access, min 2mbit internet connection
System requirements
None

User support

Email or online ticketing support
Email or online ticketing
Support response times
Support levels are determined by the severity of any incident or request. Response times for critical (severity 1) is 1 hour. For non critical it is 4 hours and for the least important response time is 8 hours.
User can manage status and priority of support tickets
Yes
Online ticketing support accessibility
WCAG 2.1 A
Phone support
Yes
Phone support availability
9 to 5 (UK time), Monday to Friday
Web chat support
No
Onsite support
Yes, at extra cost
Support levels
Icon UK provides both consulting and standard technical support services between 9am and 5pm UK time on normal UK working days. Our support services can be contacted either by telephone or email, getting through to trained technical support engineers. Extended 24 x 7 support is available (for an uplift associated with this, depending upon particular circumstances).
Support available to third parties
Yes

Onboarding and offboarding

Getting started
Onsite training, Online training, CBT online documentation and workshops.
Service documentation
Yes
Documentation formats
  • HTML
  • PDF
  • Other
Other documentation formats
On line video streaming formats
End-of-contract data extraction
Finalised documents can be exported or archived in customer systems. All components and business logic can be exported as a set of XML files.
End-of-contract process
XML extraction will be an additional cost at the end of the contract

Using the service

Web browser interface
Yes
Supported browsers
  • Microsoft Edge
  • Firefox
  • Chrome
  • Safari
  • Opera
Application to install
Yes
Compatible operating systems
  • Android
  • IOS
  • Linux or Unix
  • MacOS
  • Windows
Designed for use on mobile devices
Yes
Differences between the mobile and desktop service
The only differences are in administration
Service interface
Yes
User support accessibility
WCAG 2.1 A
Description of service interface
The interface works with W3C HTML5 compliant browsers, users use their Keyboard and mouse/finger to navigate the user interface.
Accessibility standards
WCAG 2.1 A
Accessibility testing
https://www.powermapper.com/products/sortsite/ads/acc-wcag-testing/This testing tool was used to identify WCAG accessibility
API
Yes
What users can and can't do using the API
The APIs provide the functionality that includes: Initiate batch, Initiate interactive creation of a document, Fetch additional data via call-backs, Fax, Print, e-mail, SMS, Import of legacy template components (logos, fonts, text blocks, Business logic, etc)
API documentation
Yes
API documentation formats
  • HTML
  • PDF
  • Other
API sandbox or test environment
No
Customisation available
Yes
Description of customisation
The interface can be branded and changed to meet an organisation style guide.

Scaling

Independence of resources
There is a capacity management threshold policy that ensures all resources are monitored and adjusted to ensure the SLA is always maintained.

Analytics

Service usage metrics
Yes
Metrics types
Metrics can be captured at several levels: User level; documents created, batched initiated and completed. System level; Composition errors, Data retrieval errors, Component retrieval errors. Real-time dashboard optional add-on.
Reporting types
  • API access
  • Real-time dashboards
  • Regular reports
  • Reports on request

Resellers

Supplier type
Reseller providing extra support
Organisation whose services are being resold
Multiple organisations including Microsoft, Lucom, Quadient and more.

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
Yes
Datacentre security standards
Supplier-defined controls
Penetration testing frequency
At least once a year
Penetration testing approach
In-house
Protecting data at rest
  • Physical access control, complying with another standard
  • Other
Other data at rest protection approach
FIPS-assured encryption, assured by independent validation of assertion
Data sanitisation process
Yes
Data sanitisation type
  • Explicit overwriting of storage before reallocation
  • Deleted data can’t be directly accessed
Equipment disposal approach
In-house destruction process

Data importing and exporting

Data export approach
By making a request to the help desk, who will then provide the data in the requested format.
Data export formats
  • CSV
  • Other
Other data export formats
  • XML
  • JSON
  • Export to a cloud based database
Data import formats
  • CSV
  • Other
Other data import formats
XML

Data-in-transit protection

Data protection between buyer and supplier networks
  • Private network or public sector network
  • TLS (version 1.2 or above)
  • IPsec or TLS VPN gateway
  • Legacy SSL and TLS (under version 1.2)
Data protection within supplier network
  • IPsec or TLS VPN gateway
  • Legacy SSL and TLS (under version 1.2)
  • Other
Other protection within supplier network
VPN using TLS, version 1.2 or later, assured by CESG-assured components

Availability and resilience

Guaranteed availability
We have a range of SLAs with up to 99.995% availability.
Approach to resilience
The services are delivered by load balanced servers in two locations. Services can be maintained with only a single server. Minimum configuration is to have two servers in two different locations making the minimum configuration 4 in total. All environments are virtualised and are dynamically reallocated to a different physical server if required due to any hardware failure.
Outage reporting
Outage reports are provided by e-mail.

Identity and authentication

User authentication needed
Yes
User authentication
  • 2-factor authentication
  • Public key authentication (including by TLS client certificate)
  • Username or password
  • Other
Other user authentication
Any third party identity management system can be used, for example LDAP or Active Directory. Digital Identity using a variety of e-ID methods and federated ID can be added as an option.
Access restrictions in management interfaces and support channels
Through a rights and roles management system, linked to an identity or group of identities.
Access restriction testing frequency
At least once a year
Management access authentication
  • 2-factor authentication
  • Public key authentication (including by TLS client certificate)
  • Dedicated link (for example VPN)
  • Username or password
  • Other
Description of management access authentication
Any third party identity management system can be used, for example LDAP or Active Directory. Digital Identity using a variety of e-ID methods and federated ID can be added as an option.

Audit information for users

Access to user activity audit information
You control when users can access audit information
How long user audit data is stored for
User-defined
Access to supplier activity audit information
Users contact the support team to get audit information
How long supplier audit data is stored for
User-defined
How long system logs are stored for
User-defined

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
No
Other security certifications
No

Security governance

Named board-level person responsible for service security
Yes
Security governance certified
No
Security governance approach
We operate accordingly to ISO27001 standard (but note we are not audited) and to the Cloud Security Alliance Checklist 3.0.1
Information security policies and processes
We operate accordingly to ISO27001 standard (but note we are not audited) and to the Cloud Security Alliance Checklist 3.0.1

Operational security

Configuration and change management standard
Supplier-defined controls
Configuration and change management approach
We maintain a comprehensive release management process, which includes (1) release plan and document, architectural review, functional testing, regression testing, security review and security testing (if required). Post release we undertake PVT. We have roll back procedures for all releases. Client comms are managed in advance via our client service team.
Vulnerability management type
Undisclosed
Vulnerability management approach
Vulnerability Management consists of: Assessment, Monitoring, Mitigation Prioritisation, Tracking and Mitigation timescales.
Protective monitoring type
Undisclosed
Protective monitoring approach
We leverage the standardised and accredited vulnerability management processes of our Cloud Providers (Oracle and AWS)
Incident management type
Undisclosed
Incident management approach
All incidents are taken through an ITIL incident management process. This includes the processes, email incident reporting and management reporting.

Secure development

Approach to secure software development best practice
Supplier-defined process

Public sector networks

Connection to public sector networks
No

Social Value

Fighting climate change

Fighting climate change

Icon solutions enable environmental benefits in both the performance of the contract at better than net zero emission standards as well as major improvements for clients in their working towards a greener and more sustainable environment. Almost all services and system interfaces can be operated on an ‘anytime-anywhere’ basis with high levels of security, productivity and efficiency that can eliminate travel, paper use and repetitive work wastages.
Covid-19 recovery

Covid-19 recovery

Icon solutions assist with COVID-19 and post-COVID-19 employment, re-training and other return to work opportunities since Icon utilises advanced technology solutions which enable higher productivity, in-role learning, remote working and more. New clients help create new employment opportunities in our high growth sectors.

Icon solutions enable the highest levels of personalisation in individual communications, taking account of potentially all known unique data factors of each individual, such as healthcare status, age, disability or other data tags.

Icon supports organisations to manage and recover from the impacts of COVID-19, including offering many options for new ways of working to deliver better services and deliver services better.

Icon solutions assist multiple workplace operations with almost all activity being suitable for remote working and sustainable travel solutions. These are digital-first with paper options.
Tackling economic inequality

Tackling economic inequality

Icon solutions assist all sizes of organisation, helping newly established organisations to grow, and supporting the growth and service quality of larger entities.

For example, Machine Learning and Artificial Intelligence embedded in the solutions enables higher skilled roles to be delegated to lower skilled workers (with associated employment and on-the-job training opportunities).
Equal opportunity

Equal opportunity

Icon is an equal opportunity employer and has no differentiation in its employment, skills and pay policies within its contracted workforce. Icon solutions also enable work to be done anywhere with a reasonable internet connection, helping remote communities to participate in digital employment opportunities.
Wellbeing

Wellbeing

Icon solutions are available on an ‘anytime-anywhere’ basis, which can assist employee health and wellbeing, including physical and mental health. Also, where appropriate, Icon welcomes and seeks active collaboration with users and communities in the co-design and delivery of the contract. This may be used to support stronger and more integrated communities.

Pricing

Price
£88.13 a user a month
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 contact@bramblehub.co.uk. Tell them what format you need. It will help if you say what assistive technology you use.