Delib Ltd

Citizen Space

Citizen Space is a digital platform, originally developed as a joint initiative with the UK government, as a vehicle to improve consultation. Hundreds of publicly accountable organisations around the world use it to centrally: design, publish, manage, analyse and feed back on all of their democratic decisions.

Features

  • Centrally publish all consultation activity
  • Sophisticated, elegant, consultation-specific survey tool
  • Fully responsive (mobile-friendly) design
  • Advanced free-text analysis tools
  • Easy-to-use reporting dashboards
  • Fully integrated response publishing tools to demonstrate transparency
  • Numerous feedback tools for reporting outcomes
  • Comprehensive admin roles and permissions management

Benefits

  • Unlimited use subscription – scales across the organisation
  • Keep all consultation data in a single platform, organisation-wide
  • Response analysis tools enable in-depth interpretation of results
  • Easily publish digital consultations – no technical skills required
  • Supports the entire consultation process – from design to feedback
  • Can dramatically reduce the cost of consultation activity
  • World's most widely-used digital consultation platform
  • Tried and trusted, from a handful to 70,000+ responses

Pricing

£7995 to £29995 per instance

Service documents

G-Cloud 10

151550213858787

Delib Ltd

Ben Fowkes

0845 638 1848

info@delib.net

Service scope

Service scope
Software add-on or extension No
Cloud deployment model Public cloud
Service constraints None
System requirements
  • Internet connection
  • Web browser

User support

User support
Email or online ticketing support Email or online ticketing
Support response times Within 2 hours during weekdays, 9am - 6pm
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 A team member is always available during working hours (9.00am - 6.00pm GMT) to answer support queries. We offer ongoing support via either a technical account manager or software developer, included within the subscription cost.
Support available to third parties Yes

Onboarding and offboarding

Onboarding and offboarding
Getting started To help get you started, we will guide you through the initial setup of your Citizen Space platform, including the configuration of admin teams, the addition of admin user accounts and the visual branding of the site. We provide a comprehensive online knowledge base and a customer consultation aggregator to share how other organisations are using Citizen Space. You have the option to purchase onsite training and/or consultancy days to help you get the most out of the platform.
Service documentation Yes
Documentation formats
  • HTML
  • PDF
End-of-contract data extraction Citizen Space is an entirely open platform which allows organisations to export their data at any point – including at the end of the subscription period. All data is provided in a .xlsx format.
End-of-contract process At the end of the contract, we provide a site closedown date and advise the customer to extract their data. We then take the site offline and shut down the server. The platform is provided on a fixed-price subscription basis, with no additional charge for closedowns.

Using the service

Using the service
Web browser interface Yes
Supported browsers
  • Internet Explorer 11
  • Microsoft Edge
  • Firefox
  • Chrome
  • Safari 9+
Application to install No
Designed for use on mobile devices Yes
Differences between the mobile and desktop service None
Accessibility standards WCAG 2.0 AA or EN 301 549
Accessibility testing Tested for accessibility with users of assistive technology.
API Yes
What users can and can't do using the API An open, read-only API is provided to allow searching and listing of currently published consultations
API documentation Yes
API documentation formats HTML
API sandbox or test environment No
Customisation available No

Scaling

Scaling
Independence of resources All customers get their own virtual machine. Customers do not share resources.

Analytics

Analytics
Service usage metrics No

Resellers

Resellers
Supplier type Not a reseller

Staff security

Staff security
Staff security clearance Other security clearance
Government security clearance Up to Developed Vetting (DV)

Asset protection

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 No
Datacentre security standards Managed by a third party
Penetration testing frequency At least once a year
Penetration testing approach ‘IT Health Check’ performed by a CHECK service provider
Protecting data at rest Physical access control, complying with another standard
Data sanitisation process Yes
Data sanitisation type Deleted data can’t be directly accessed
Equipment disposal approach A third-party destruction service

Data importing and exporting

Data importing and exporting
Data export approach Downloadable spreadsheets (.xlsx)
Data export formats Other
Other data export formats
  • .xlsx
  • PDF
Data import formats CSV

Data-in-transit protection

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

Availability and resilience
Guaranteed availability The SLA is site availability 24 hours a day, seven days per week. The target availability is 99.95% (maximum 21.5 minutes of Downtime per month). The measurement period for availability is in calendar months. If Downtime exceeds the target limit of 21.5 minutes in a calendar month, Delib will provide the Client with a service credit equal to one day’s Fees on a pro rata basis (exclusive of VAT, and exclusive of any excess bandwidth or storage charges that have been negotiated) for each full completed hour of downtime. The maximum service credit available in respect of any one month shall not exceed one month’s Fees.
Approach to resilience Available on request
Outage reporting Email alerts

Identity and authentication

Identity and authentication
User authentication needed Yes
User authentication Username or password
Access restrictions in management interfaces and support channels Support requests are subject to standard pre-screening process.
Access restriction testing frequency At least once a year
Management access authentication
  • Public key authentication (including by TLS client certificate)
  • Username or password

Audit information for users

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 Less than 1 month
Access to supplier activity audit information No audit information available
How long system logs are stored for At least 12 months

Standards and certifications

Standards and certifications
ISO/IEC 27001 certification Yes
Who accredited the ISO/IEC 27001 SNR
ISO/IEC 27001 accreditation date 01/02/2017
What the ISO/IEC 27001 doesn’t cover Statement of applicability is available on request
ISO 28000:2007 certification No
CSA STAR certification No
PCI certification No
Other security certifications No

Security governance

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 Available on request

Operational security

Operational security
Configuration and change management standard Supplier-defined controls
Configuration and change management approach All customer services run the same version of the software. Changes go through Delib's standard change management process. Where necessary changes may have additional review for security implications.
Vulnerability management type Supplier-defined controls
Vulnerability management approach Available on request
Protective monitoring type Supplier-defined controls
Protective monitoring approach Security incidents may be detected by our automated tools, Delib staff or customer notification, In all cases they are treated as critical errors triggering invocation of the disaster recovery process.
Incident management type Supplier-defined controls
Incident management approach Available on request.

Secure development

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

Public sector networks
Connection to public sector networks No

Pricing

Pricing
Price £7995 to £29995 per instance
Discount for educational organisations No
Free trial available No

Documents

Documents
Pricing document View uploaded document
Service definition document View uploaded document
Terms and conditions document View uploaded document
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