LIVEWIRE CONSULTANCY

User Experience Analytics - Narralytics

Narralytics applies a unique mix of advanced statistics and machine learning across multiple data sources to expose hidden peer groups behaviours in the population. Discover why consumers engage, what matters to them, what makes them satisfied and what upsets them; helping inform targeted engagement, customer experience and retention strategies.

Features

• Predict user behaviour, engagement and attrition
• Analyse and compare online and offline behaviours
• Expose peer-networks/population trends
• Understand end-user sentiment and satisfaction
• Customisable dashboards and reporting

Benefits

• Adapt and optimise usability and operability
• Develop effective communications and marketing strategies
• Maintain focus on user experience
• Early warning of user dissatisfaction and missing SLA
• Prioritise agile delivery based on user requirements
• Monitor and measure contact centre and support services

£2,000 to £20,000 a unit a month

• Education pricing available
• Free trial available

Service documents

• Pricing document

  PDF

• Skills Framework for the Information Age rate card

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

Framework

G-Cloud 14

Service ID

916920169794799

Contact

Alex Granat
07957592229
alex@livewireconsultancy.com

Service scope

• Software add-on or extension: No
• Cloud deployment model:
  • Public cloud
  • Private cloud
  • Community cloud
  • Hybrid cloud
• Service constraints: N/A
• System requirements: Entirely cloud-based - N/A

User support

• Email or online ticketing support: Email or online ticketing
• Support response times: Monday-Friday 9am - 5pm
• 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: Yes, at extra cost
• Support levels: We apply measures according to the impact of the incident to you. This allows us to categorise incidents from Priority 1 to Priority 4.; ; Example Support Levels:; ; PRIORITY 1 - CRITICAL; ; Priority 1 incidents are likely to critically impact your ability to conduct business. We’ll respond to a Priority 1 incident within 1 hour.; ; PRIORITY 2 - HIGH IMPACT DISRUPTION; ; Priority 2 incidents are high-impact problems that interrupt your organisation, but there’s still capacity to continue to be productive. We’ll respond to a Priority 2 incident within 4 hours.; ; PRIORITY 3 - MINOR IMPACT DISRUPTION; ; Priority 3 incidents are medium-to-low impact problems that comprise of limited loss of non-critical business functionality. We’ll respond to a Priority 3 incident within 8 hours.; ; PRIORITY 4 – INFORMATIONAL REQUEST; ; Priority 4 issues include requests that do not fall within the Priority 1 – Priority 3 classifications. We’ll respond to a Priority 4 incidents within 24 hours.
• Support available to third parties: Yes

Onboarding and offboarding

• Getting started: Onsite/Online Training
• Service documentation: Yes
• Documentation formats: PDF
• End-of-contract data extraction: All user data remains in their systems, Any data created or derived by Narralytics is delivered in a structured file or data table.
• End-of-contract process: We will export requested reports covering the stored data. Access to the systems and insights will be disabled. On final agreement, the database will be purged of all customer data.

Using the service

• Web browser interface: No
• Application to install: No
• Designed for use on mobile devices: Yes
• Differences between the mobile and desktop service: We monitor all devices equally.
• Service interface: No
• User support accessibility: None or don’t know
• API: No
• Customisation available: Yes
• Description of customisation: Narralytics is a fully customisable service based on our clients' requirements.

Scaling

• Independence of resources: Each implementation is a separate virtual entity. Also, users can provide a sandbox within their environment, thereby eliminating any outside dependencies.

Analytics

• Service usage metrics: Yes
• Metrics types: We deliver customised metrics that communicate overall performance of the analysis and commercial/operational impacts.
• Reporting types:
  • Real-time dashboards
  • 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
• 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 CSA CCM v3.0
  • Encryption of all physical media
  • Scale, obfuscating techniques, or data storage sharding
• 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: Reports can be exported in HTML, PDF and CSV format or in a preagreed data structure
• Data export formats:
  • CSV
  • ODF
• Data import formats:
  • CSV
  • Other
• Other data import formats: Remote database (anonymised, roles based) - for near realtime analysis

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:
  • TLS (version 1.2 or above)
  • IPsec or TLS VPN gateway
  • Legacy SSL and TLS (under version 1.2)

Availability and resilience

• Guaranteed availability: 99% guaranteed availability
• Approach to resilience: Available on Request
• Outage reporting: Email alerts/telephone. Each client has a designated project owner who will react and communicate directly in the event of outages.

Identity and authentication

• User authentication needed: Yes
• User authentication:
  • 2-factor authentication
  • Identity federation with existing provider (for example Google Apps)
  • Dedicated link (for example VPN)
  • Username or password
• Access restrictions in management interfaces and support channels: N/A
• Access restriction testing frequency: At least every 6 months
• Management access authentication:
  • 2-factor authentication
  • Identity federation with existing provider (for example Google Apps)
  • Username or password

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: User-defined
• 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: BSI
• ISO/IEC 27001 accreditation date: 01/12/2019
• What the ISO/IEC 27001 doesn’t cover: Details available on request.
• ISO 28000:2007 certification: No
• CSA STAR certification: No
• PCI certification: No
• Cyber essentials: No
• 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 generally work solely with anonymised or pseudonymised data sets, thereby reducing the need for a specific governance structure, Data is always held in a centrally secure facility. Any exceptions are dealt with at the negitiation phase.
• Information security policies and processes: This would be answered at the overall deal level

Operational security

• Configuration and change management standard: Supplier-defined controls
• Configuration and change management approach: N/A
• Vulnerability management type: Undisclosed
• Vulnerability management approach: N/A
• Protective monitoring type: Undisclosed
• Protective monitoring approach: N/A
• Incident management type: Undisclosed
• Incident management approach: N/A

Secure development

• Approach to secure software development best practice: Conforms to a recognised standard, but self-assessed

Public sector networks

• Connection to public sector networks: No

Social Value

• Social Value:

  Social Value

  • Tackling economic inequality
  • Equal opportunity

  Tackling economic inequality

  We prioritise creating new businesses, new jobs and new skills.; 1. help new, small organisations to grow, supporting economic growth and business creation. We work through charities to provide free mentorship to new business leaders. ; 2. - Create employment and training opportunities, particularly for people in industries with known skills shortages or in high growth sectors: We operate in data science/AI, where demand for our skills are far higher than the supply. We work with universities to train data science degree apprentices. Our third apprentice is in their final year and actively involved in delivering our public sector services. When they approached us, they didn't have an English GCSE. We sponsored them through the course to enable them to commence the degree.

  Equal opportunity

  Reduce the disability employment gap: We seek to recruit disabled or otherwise disadvantaged people as analysts. We have influenced our public sector clients to facilitate us to test the accessibility of questionnaires with people with special needs such as autism, cerebral palsy and those in care.

Pricing

• Price: £2,000 to £20,000 a unit a month
• Discount for educational organisations: Yes
• Free trial available: Yes
• Description of free trial: Narralytics requires considerable client engagement to understand specific needs and desired outcomes, to ensure we can fully address it. This is provided FOC.

Service documents

• Pricing document

  PDF

• Skills Framework for the Information Age rate card

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