GOSS Interactive Ltd

GOSS Professional Services

GOSS Professional Services support cloud projects for websites, intranets, bookings and customer self and assisted-service transactional portals. Client Success services include discovery and business analysis, training, project management, digital transformation, creative design, cloud configuration, consultancy, migration and integration services. Clients include Local Authorities/Councils, Housing, Police, NHS and Central Government Agencies.

Features

• Project Management: supports project delivery to time and budget.
• Creative/design consultancy: tailor services to meet user/citizen needs
• Accessible/mobile responsive website/portal/intranet/bookings/my account design and configuration.
• Migration consultancy & configuration. Information Architecture analysis and design.
• Knowledge transfer: Digital Platform, self/assisted-service/forms/CMS, creative design styling.
• Training: Software configuration, transactional workflow design, integrations.
• Integration configuration: securely connect customer portals to back office data/systems.
• Client Success Transformation Consultancy: business analysis, process mapping, service-design.
• Website & portal on-boarding and off-boarding services.
• Configure generative AI and chat bot technologies and services.

Benefits

• Cloud delivery: move your services online with agile CRM-lite/CRM-light.
• Deliver improved and efficient services to your public customers.
• Maximise use of GOSS low-code/no-code cloud software services.
• Get up and running quickly creating content, forms, business processes.
• Improve customer service satisfaction levels for your website.
• Provide efficient digital services via powerful transactional forms and workflow.
• Reduce your ongoing service delivery costs with digital transformation.
• Transform and streamline online transactional services with customer self-service.
• Offer customers 24/7 self-service capability via your website.
• Knowledge Transfer: empower internal teams for devolved content creation.

£635 to £34,560 a unit

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

Framework

G-Cloud 14

Service ID

937686223966654

Contact

Simon Smith
+44 844 880 3637
enquiries@gossinteractive.com

Planning

• Planning service: Yes
• How the planning service works: GOSS provides a range of planning services to support the efficient implementation of cloud software projects. This includes (1) Project Management and on-boarding of a GOSS Cloud Software Service including configuration and training. (2) GOSS Creative design including wireframing and effective user testing (3) GOSS Client Success technical consultancy, configuration, migration and integration services to plan client-focussed interactive, end-to-end, transactional cloud services. (4) Training in the use and configuration of GOSS software services so that new digital services can be effectively planned. (5) On-going Support and Maintenance of the hosted solution.
• Planning service works with specific services: Yes
• Hosting or software services the planning service works with:
  • GOSS Digital Platform
  • GOSS Self-Service
  • GOSS Forms
  • GOSS Content (CMS)

Training

• Training service provided: Yes
• How the training service works: GOSS Training includes a comprehensive range of courses to cover the GOSS Platforms Software Services (such as GOSS Digital Platform, GOSS Self-Service, GOSS Forms and GOSS Content). Courses range from introduction webinars for new users through to more advanced workshops. The wide range of online courses is designed to ensure that you can maximise your use of the various GOSS software services and move to cloud services effectively. Further information can be seen in the GOSS Service Definition, GOSS Pricing Document and on the GOSS website.
• Training is tied to specific services: Yes
• Services the training service works with:
  • GOSS Digital Platform
  • GOSS Self-Service
  • GOSS Forms
  • GOSS Content (CMS)

Setup and migration

• Setup or migration service available: Yes
• How the setup or migration service works: (1) Project management and on-boarding to new GOSS Cloud Service - can include configuration and training (2) GOSS Creative design including user testing of new site/service designs and ongoing brand development (3) GOSS Client Success Team technical consultancy, configuration, migration and integration services to deliver client-focussed interactive, end-to-end, transactional cloud services.
• Setup or migration service is for specific cloud services: Yes
• List of supported services:
  • GOSS Digital Platform
  • GOSS Self-Service
  • GOSS Forms
  • GOSS Content (CMS)

Quality assurance and performance testing

• Quality assurance and performance testing service: Yes
• How the quality assurance and performance testing works: GOSS offers a range of services to support effective quality assurance and performance testing of our GOSS Platform and client projects. ; ; The GOSS QA Team use manual and automated testing to ensure a better client experience. Via effective planning and organisation engagement, GOSS will ensure functional testing is conducted to represent real-world scenarios.; ; At the product level, the test basis is rooted in the capabilities and functionality of the product as defined by GOSS. At the project level, the test basis is the clients' acceptance criteria. Project level test scenarios are performed against the client's implementation within a dedicated test environment.; Test cases are maintained within a specialised test management tool. Test summary reports can be provided to clients upon the completion of key milestones. This methodology produces improved customer confidence and enhances client satisfaction.; ; As part of the quality assurance process GOSS conducts internal product level performance testing. ; Where clients require specific performance testing of their project, they can purchase this as an additional service offering.; ; The GOSS Creative Designers will work with clients to ensure designs are accessible, effective and intuitive.

Security testing

• Security services: No

Ongoing support

• Ongoing support service: Yes
• Types of service supported: Hosting or software provided by your organisation
• How the support service works: Standard support (as defined in the GOSS Service Definition Documents) is included in the cloud software service fee (varies with software level purchased). Additional support can be provided as required if outside the scope of the standard service. i.e. out of hours services, configuration support as well as support upgrades. Support is provided for the GOSS Digital Platform, GOSS Self-Service, GOSS Forms and GOSS Content. GOSS Client Success Team Consultancy & Support Services can be provided for transformation projects such as scoping workshops, business analysis and configuration consultancy. GOSS Creative Design project support can be provided throughout the delivery of the specific project - please see the separate GC14 listing.

Service scope

• Service constraints: GOSS Cloud Support Professional Services: A booking process will apply with sign-off and terms and conditions for cancellations. Training pre-requisites may apply along with a skills assessment. Training course length will vary in-line with content/level being covered. All support provided within the Cloud Software Service fee is remote unless stated. Onsite support can be provided for an additional fee. See specific listings/pricing/service definition documents for more details.

User support

• Email or online ticketing support: Email or online ticketing
• Support response times: Support responses will vary in line with the software service purchased and the incident priority (based on severity/nature). UK-based service helpdesk open 8am to 6pm Monday to Friday excluding English Bank Holidays for emails and calls where applicable. Online ticketing available 24/7/365. Hosting monitoring provided 24/7/365. Please refer to detailed support SLAs in the GOSS Service Definition document.
• User can manage status and priority of support tickets: Yes
• Online ticketing support accessibility: None or don’t know
• Phone support: Yes
• Phone support availability: 9 to 5 (UK time), Monday to Friday
• Web chat support: No
• Support levels: Support provided within the GOSS Cloud Software Service fee includes: ; ; - Service monitoring and maintenance by a team of dedicated Network Support and Automation Engineers, maintaining and supporting the SaaS infrastructure 24/7/365. ; - Application updates automatically applied or as required by new software releases and relevant to the software service/level chosen. ; - Support provided to GOSS-trained users via a combination of (i) online 24/7/365 ticketing (ii) office hours email (iii) office hours Help Desk support. See Service Definition document for support levels/response. Incidents are allocated an issue-appropriate priority level and responded to accordingly by the UK-based Support Team.; - To ensure ongoing customer satisfaction, an Account Manager is allocated to each client and will be in regular contact, keeping you informed of client best practice examples and new service features. ; - Support upgrades and additional support and consultancy from the GOSS Client Success Team can be provided based on a day rate or service expansion fee if required. GOSS Pricing/Service Definition Documents provide more details.

Resellers

• Supplier type: Not a reseller

Staff security

• Staff security clearance: Conforms to BS7858:2019
• Government security clearance: Up to Developed Vetting (DV)

Standards and certifications

• ISO/IEC 27001 certification: Yes
• Who accredited the ISO/IEC 27001: Alcumus ISOQAR (for UKAS)
• ISO/IEC 27001 accreditation date: Initially 27/7/16 and re-certification on 21/2/22 valid until 2/8/25.
• What the ISO/IEC 27001 doesn’t cover: Nothing
• ISO 28000:2007 certification: No
• CSA STAR certification: No
• PCI certification: No
• Cyber essentials: Yes
• Cyber essentials plus: Yes
• Other security certifications: No

Social Value

• Social Value:

  Social Value

  • Fighting climate change
  • Covid-19 recovery
  • Tackling economic inequality
  • Equal opportunity
  • Wellbeing

  Fighting climate change

  Fighting climate change: Environmental sustainability is an issue that impacts us all, and as a business we are committed to doing all we can to support this cause.; ; Positive environmental initiatives: Policies and procedures are reviewed annually to assess impact and what, if any, additional measures can be taken to further reduce or prevent our environmental impact. We are in the process of finalising our Carbon Reduction Plan to meet, and if possible exceed, Government Guidelines of Carbon neutral by 2050. Reducing our carbon footprint, our office is powered by 100% renewable electricity. We have electric cars in the GOSS carpool to help reduce carbon emissions. We prioritise using video conferencing facilities, such as Teams etc. wherever possible to mitigate carbon costly travel. Our training is now delivered remotely for the same reason and has been widely praised by new and existing clients. Our hosting partners, AWS and Google Cloud, are committed to delivering carbon neutral hosting for environmental sustainability.; ; Decreasing congestion: We ensure flexible hours and working practices are implemented enabling appropriate work/life balance for staff to help reduce carbon emissions and decrease congestion, as does the GOSS staff Cycle to Work scheme.; ; Minimising waste: GOSS has full recycling facilities within our office, and we securely recycle hardware internally where and when appropriate, to reduce unnecessary purchases.; ; Using environmentally friendly goods: GOSS uses only FSC approved paper and ensures that new equipment delivers efficient energy use and our practice ensures all workstations, lights, fans and other electrical equipment are turned off at the end of the business day. Servers are powered off when not in use to reduce energy wastage. GOSS Management monitor energy usage on a quarterly basis, identifying areas where savings can be made.; ; Please refer to https://gossinteractive.com/social-value for the latest information on GOSS Social Value.

  Covid-19 recovery

  Throughout the pandemic, our clients used the GOSS no-code and low-code Platform to deliver crucial support to their local communities and staff alike, with online services for offering and requesting vital support during lockdowns. The GOSS Platform has been used by a number of Local Authority clients to promote local businesses to their communities, to help encourage residents to ‘shop local’ thus helping support local businesses and to encourage community cohesion. Again throughout the pandemic lockdowns, the GOSS Bookings solution was used very efficiently to easily manage self-service recycling centre bookings for thousands of citizens across the UK. It is also used to manage bookings for a wide range of community events designed to bring people safely together – these have included training, learning and social events.; The low-code and no-code code nature of the GOSS Platform has meant that many clients can easily configure new digital services themselves, with many Local Authority clients still offering online support services to those citizens who are still vulnerable and shielding. The GOSS Platform tools provide CRM-lite capabilities which can be easily configured and customised by clients, to deliver specific case management and online self-service for a plethora of use cases thus reducing inbound calls to the call centre staff. This reduction means the client staff are able to focus on delivering services to those customers who are most in need and less able to help themselves such as the digitally disadvantaged and vulnerable.; ; The GOSS Head Office remains open to support full hybrid working, helping to support the local business community as well as supporting team cohesion. ; ; Please refer to https://gossinteractive.com/social-value for the latest information on GOSS Social Value.

  Tackling economic inequality

  • Apprenticeships and Student Placements: Based in the vibrant university city of Plymouth, we look to take on local graduates and value the opportunity to work with apprentices and students to provide practical work experience help build their confidence and skills. GOSS regularly hosts students within our wider business. We understand that by supporting these students, we are helping to increase the skills of our local community and also generating possible future employees for our growing business. We recently ran a marketing placement under the University of Plymouth Micro Internship Programme. We have a number of students on placement at GOSS across both technical and commercial teams.; • Supporting The UK Digital Skills Taskforce in acquiring skills for the future: GOSS supports the UK Digital Skills Taskforce having previously coordinated and hosted the South-West regional meeting, whereby local businesses and authorities work together to highlight practical solutions to enable UK business to meet the persistent skills gaps by identifying, developing and using home-grown talent.; • Modern and easy to use online capabilities: The very core of what we do is to provide the latest in online digital capability as such the GOSS Platform is continually enhanced to facilitate improved digital transformation for our clients. Our solutions help reduce operational costs whilst delivering an excellent modern online user experience. Accessible forms open up online service requests to all digital citizens. Use of the full GOSS Platform provides integrated self-service and assisted service capabilities, ensuring all citizens (digital or not) can be served efficiently, enabling your staff to focus on citizens who need focussed support. The GOSS Service Directory expansion, allows local businesses to promote their services: see https://www.hillingdon.gov.uk/businessdirectory which is supporting nearly 200 local businesses.; Please refer to https://gossinteractive.com/social-value for the latest information on GOSS Social Value.

  Equal opportunity

  Accessible customer sites: A key focus for GOSS is, and has been virtually since our inception, ensuring we provide accessible solutions, to enable our client’s customers to self-serve themselves digitally first wherever possible, allowing customer teams more time to support the digitally excluded or disadvantaged.; Local Skills: We believe in providing opportunities for local people to learn digital skills and to gain work experience to help them start their careers in the digital industries. We aim to help build a thriving digital industry in the South West so that together with other local companies, we can work to ensure we retain these skills within the region, thus driving up the local economy.; Supporting The UK Digital Skills Taskforce in acquiring skills for the future: GOSS supports the UK Digital Skills Taskforce and have previously coordinated and hosted the South-West regional meeting, whereby local businesses and authorities work together to highlight practical solutions to enable UK business to meet the persistent skills gaps by identifying, developing and using home-grown talent.; Apprenticeships and Student Placements: As well as taking on local graduates, GOSS also value the opportunity to work with apprentices and students to provide practical work experience and to help build their confidence and skills within the workplace. GOSS regularly hosts students within our administrative and marketing departments and has also hosted students within our applications development team. GOSS understand that by supporting these students, we are helping to increase the skills of our local community, generating possible future employees for our growing business. We currently have a number of students on placement at GOSS across both technical and commercial teams.; ; Please refer to https://gossinteractive.com/social-value for the latest information on GOSS Social Value.

  Wellbeing

  Charitable Causes: The GOSS 'Great' Team is an internal team comprised of staff across all departments, which manages social and charitable activities for all GOSS staff (and their families). Examples of activities include stock donations for local charity shops, food collections to support the local food bank and other fundraising events. The benefits not only include the direct benefits realised by the users of the charities; they also raise awareness within the GOSS staff community of the needs of their local community and potential opportunities for volunteering.; ; GOSS employees can take advantage of our Cycle to Work scheme. Shower and changing facilities are available on site at the office to support our employees in making these choices.; ; Supporting employees during COVID-19: GOSS provided loans of a limited number of company laptops and chargers for as long as required during the pandemic to help employees who were struggling with hardware resource at home through lockdown requirement for parents to home-school. The laptops were supplied 'ready to use' with a clean installation of Windows 10 configured.; ; Flexible Working: GOSS supports flexible working, with many staff choosing to remain working from home since the Pandemic. The office is open for staff who prefer office working, with regular staff engagement events (meetings and socials) to help support effective team working and staff well-being.; ; Please refer to https://gossinteractive.com/social-value for the latest information on GOSS Social Value.

Pricing

• Price: £635 to £34,560 a unit
• Discount for educational organisations: No

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