INOVEM Limited

INOVEM Consult

INOVEM Consult is a feature rich consultation platform that can be licensed to help you cost effectively manage departmental, organisational or project consultations. Branded to immerse seamlessly into a public web site our consultation software provides a wide range of consultation feedback mechanisms and support for local authority planning consultations.

Features

  • Searchable online consultation calendar with client-definable categories and topics
  • Customisable consultee database for stakeholder management and user profiling
  • Subscription management and information alerts by email, RSS and/or post
  • Easy-to-build consultation surveys with conditional branching and summary graphs
  • Interactive on-line consultation documents enabling response submission paragraph-by-paragraph
  • Moderated consultation discussion forums and quick polls for idea generation
  • Custom data tagging for qualitative consultation response coding and analysis
  • Report writer to create, save and export to multiple formats
  • Mail-merge and letter log for maintaining consultation communications
  • Privacy options for public, private, anonymous consultations and e-survey

Benefits

  • Improve coordination of public and local planning consultation activities
  • Provide consultation best practice across an organisation/partnership/planning department
  • Build a self-maintaining stakeholder database of interested parties
  • Enhance communications with participants, before, during and after consultation
  • Manage consultation feedback and quickly process planning representations
  • Save time in assembling and building a consultation evidence base
  • Decrease errors and costs normally associated with data take-on
  • Reduce consultation costs and carbon footprint on print and postage
  • Exceeds statutory requirement, and government standards, for web accessibility
  • Supports consultations on planning policy and service change

Pricing

£550 to £4,000 a licence a month

  • Education pricing available

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

Framework

G-Cloud 12

Service ID

2 2 7 7 1 2 0 7 7 5 4 9 4 9 1

Contact

INOVEM Limited John Glover
Telephone: 01488 648 468
Email: sales@kahootz.com

Service scope

Software add-on or extension
No
Cloud deployment model
Public cloud
Service constraints
None
System requirements
  • A recent web browser
  • An email client

User support

Email or online ticketing support
Email or online ticketing
Support response times
Level Response Resolution
1 - Critical 1 hour 4 hours. A software or hardware fix will be applied if necessary.
2 - Major 1 hour 1 day. A software or hardware fix will be applied if necessary.
3 - Minor 4 hours 2 days.
4 - Problem 1 day Next release.
5 - RFI 1 day Information provided.
6 - RFE 1 day Request noted.

Support requests that are received outside the Support Hours (08:30-17:30 weekdays) are handled at the start of the following support day. Response times may vary due to circumstances out of our control.
User can manage status and priority of support tickets
Yes
Online ticketing support accessibility
WCAG 2.1 AA or EN 301 549
Phone support
No
Web chat support
No
Onsite support
Yes, at extra cost
Support levels
1 - Critical
The website is inaccessible to all users, or a critical software function cannot be performed by all users.

2 - Major
A major area of software functionality is not working correctly for many users and there is no convenient workaround.

3 - Minor
Several users are experiencing a software bug that is causing a minor loss of service. The problem is an inconvenience.

4 - Problem
All other bugs. The inconvenience is slight, and can be tolerated.

5 - RFI
Request for information - You are requesting guidance or help with the software configuration or functionality.

6 - RFE
Request for enhancement - You are requesting a new or improved feature in our software.

Support for all the above support levels are provided at no extra cost as part of the service. On-site support is provided at our published G-Cloud consultancy day rate.
Support available to third parties
Yes

Onboarding and offboarding

Getting started
Once a request has been submitted the service will be provisioned within 1 day to start trialing INOVEM Consult but, from experience, custom application branding and configuration may take up to a further two weeks.

INOVEM can design and develop an on-boarding process that imports data from specific formats, subject to design and development costs. Given the necessary information, INOVEM will provide a fixed-cost quote within 2 days and subsequently start the work within 2 days of being requested.

We provide onsite Consultation Manager training covering:
• Creating consultations
• Designing a consultation homepage
• Uploading documents
• Inviting people to the consultation
• Creating online questionnaires
• Analysing responses from questionnaires
• Tagging of questionnaire text responses
• Questionnaires and online responses.

We also provide Advanced Consultation Manager training to cover:
• Online structured documents – creating document spanning multiple web pages
• Comments against documents as a response method
• Embedding questionnaires in Structured Documents
• Reporting – tables and graphs of questionnaire responses, stakeholders etc
• Mail Merge – customised letters to respondents / stakeholders etc
• Online discussion forums

We can create scripts to automate data import from another service, or from data files you provide.
Service documentation
Yes
Documentation formats
HTML
End-of-contract data extraction
There are simple interfaces available to users to:
• Export users, document comments and questionnaire results to Microsoft Excel, XML and CSV format
• Export documents and images to a ZIP file.

A data extraction service is available on request at any time during the subscription period or for a period of up to one month after the expiry of the subscription period. All the data that the service holds for a consumer will be exported as follows:
• Structured data will be exported as XML files
• Document and image data will be exported as system files, in their original format, and referenced within the XML files.

Data exports of up to 1Gb can be supplied as a download. The cost of data extraction using our standard export tools is often nil but we may charge a fee if there is a large volume of data.

INOVEM can design and develop a data-extraction process that exports data to meet specific requirements, or to assist in the import of data into another service, subject to design and development costs. INOVEM will provide a fixed-cost quote within 2 days and subsequently start the work within 2 days of being requested.
End-of-contract process
There are no termination costs.

We will commence data removal one month after your license to use INOVEM Consult expires or earlier upon your request.

When this happens, all the data that the service holds for a consumer will be permanently deleted. Data will be removed from the live service within 2 days of being requested but can take 1 additional month to be removed from backup services. The data removal service is free of charge.

Using the service

Web browser interface
Yes
Supported browsers
  • Internet Explorer 10
  • Internet Explorer 11
  • Microsoft Edge
  • Firefox
  • Chrome
  • Safari 9+
  • Opera
Application to install
No
Designed for use on mobile devices
Yes
Differences between the mobile and desktop service
Full functionality is available on mobile devices. INOVEM Consult uses a responsive design which allows it to be re-sized and adapt to the device screen being used.
Service interface
Yes
Description of service interface
By avoiding the need for software installations, special plug-ins or 3rd party add-ons, we make sure there are no unnecessary IT obstacles to team collaboration. Kahootz is tested to work with all common web browsers and is fully responsive, automatically adapting to any screen on any platform.
Accessibility standards
WCAG 2.1 AA or EN 301 549
Accessibility testing
Our collaboration software is regularly tested with text-only browsers and screen readers to ensure Kahootz meets stringent international accessibility standards, including: ISO/IEC 40500 W3C Web Content Accessibility Guidelines (WCAG 2.0) Level AA and also Section 508 and BS8878.
API
Yes
What users can and can't do using the API
There is a documented API that can be used to access the service. The API provides access to all functionality and features that are available in the service, apart from reporting.

The service uses Open Standards, where they are available and applicable. For example: SQL, XHTML, CSS, REST, XML, WDDX, HTTP, HTTPS, SMTP.
API documentation
Yes
API documentation formats
PDF
API sandbox or test environment
No
Customisation available
Yes
Description of customisation
You can use the software’s default branding for a quick, low-cost, no-fuss start.

Each consultation has its own homepage. This is the main hub of activity for a consultation and contains:
• Additional information about the consultation, taken from the attributes that have been entered into the database
• Links to the consultation documents
• Links to the online response pages and discussion forums
• Links to the formal response
• Links to the consultation calendar
• Links to external sites.

Consultation home pages can be customised by Consultation Managers using an in-built rich text editor. The consultation homepage can contain additional text for information and guidance.

As part of the setup process, INOVEM will configure your consultee database to include your choice of fields, to help you profile and manage your stakeholders according to their interests and domain-specific attributes.

The consultation manager can make a consultation public or private (invite only) and this will determine if the consultation is visible to members of the public via the consultation database.

Scaling

Independence of resources
We pro-actively manage the service to monitor a large number of metrics such as server CPU, disk usage, storage, database load and network bandwidth to ensure a highly robust, reliable and responsive service.

Analytics

Service usage metrics
Yes
Metrics types
Site owners have access to a real-time reporting page which displays metrics corresponding to the parameters on which the subscription in based
Reporting types
Real-time dashboards

Resellers

Supplier type
Not a reseller

Staff security

Staff security clearance
Conforms to BS7858:2012
Government security clearance
Up to Developed Vetting (DV)

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
  • Encryption of all physical media
Data sanitisation process
Yes
Data sanitisation type
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
Users can:
• Export databases, users, document comments and questionnaire results to Microsoft Excel, XML and CSV format
• Export documents and images to a ZIP file
Data export formats
  • CSV
  • Other
Other data export formats
  • XML
  • Zip files
  • Microsoft Excel
Data import formats
  • CSV
  • Other
Other data import formats
  • ZIP
  • Microsoft Excel

Data-in-transit protection

Data protection between buyer and supplier networks
  • TLS (version 1.2 or above)
  • Legacy SSL and TLS (under version 1.2)
Data protection within supplier network
  • TLS (version 1.2 or above)
  • Legacy SSL and TLS (under version 1.2)

Availability and resilience

Guaranteed availability
The minimum availability for the service is 99.95% per month.
The minimum performance is for the server to process 99% of page requests (excluding bulk operations and reports) within 1 second.
The minimum availability excludes up to 6 hours per month of scheduled downtime between the hours of 10pm and 6am for software releases.
Performance and availability data is available to site owners upon request.

Service credits are awarded when the service availability within any month falls below the target service level. The service credit is a percentage of that month’s service fee. For subscriptions that are not billed monthly, the service fee is treated as the pro-rata monthly fee.
Availability Service Credit
>99% and <99.5% 5%
>= 98% and < 99% 10%
>=97% and < 98% 25%
<97% 50% .

Service credits will not accrue unless a site owner is up-to-date with their payment obligations. To receive service credits, a site owner must submit a request to accounts.info@inovem.com, within 30 days after the end of the month in which the service failed to meet its service level agreement.
Approach to resilience
INOVEM Consult uses modern and purpose-built Tier 3/4 data centres. Our hosting partner provides the world-class infrastructure necessary to keep our service up and running, uninterrupted around the clock.

Data centres have at least two entirely geographically diverse network connections. Significant network capacity overhead is maintained. The cooling systems, UPS and generator backup are all at least N+1 resilient.
Traffic volume and netflow is monitored to enable an appropriate response to disruptive events such as Denial of Service (DoS) and Distributed Denial of Service (DDoS) attacks.

Further information is available on request.
Outage reporting
We use an independent 3rd party service (Pingdom) to monitor the site and create a public record of availability. It is available at:
http://stats.pingdom.com/3as4us3d6yr7/674246

Identity and authentication

User authentication needed
Yes
User authentication
Username or password
Access restrictions in management interfaces and support channels
Privileged interfaces available to INOVEM support staff only are protected by secure passwords, specific user accounts, encryption in transit on all protocols, and access is restricted to a key set of physical locations.
Access restriction testing frequency
At least once a year
Management access authentication
  • 2-factor authentication
  • Dedicated link (for example VPN)
  • Username or password

Audit information for users

Access to user activity audit information
Users have access to real-time audit information
How long user audit data is stored for
At least 12 months
Access to supplier activity audit information
Users have access to real-time 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
Socotec Certification International (UK) Ltd
ISO/IEC 27001 accreditation date
17/10/2017
What the ISO/IEC 27001 doesn’t cover
The scope of our certification was determined in conjunction with CESG and includes every aspect of the operation, support, delivery and development of the service, with no exclusions.
ISO 28000:2007 certification
No
CSA STAR certification
No
PCI certification
No
Other security certifications
Yes
Any other security certifications
Cyber Essentials Plus

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
We have a detailed set of policies and procedures that ensure our rigorous approach to security is followed consistently. Security is a board-level responsibility. We have monthly, quarterly and annual reviews involving senior management, together with an annual audit by an accredited security professional.

Operational security

Configuration and change management standard
Supplier-defined controls
Configuration and change management approach
INOVEM has a documented change management process that meets the requirements of ISO27001. Before any change to the service, we investigate the risk, impact, security implications, testing requirements, rollout and rollback options. Major changes must be reviewed and approved by senior management before they can proceed.
Vulnerability management type
Supplier-defined controls
Vulnerability management approach
Potential threats are documented and tracked through to resolution using our ISO27001 "Incident and Weakness" procedures.

Security related issues are automatically given our highest priority classification and if a patch is required, we aim to deploy a mitigation within 1 hour and a resolution within 24 hours.

Information about threats is gathered from sources such as security bulletins and product vendors.
Protective monitoring type
Supplier-defined controls
Protective monitoring approach
Operating system logs, network activity, disk use and application audit logs are carefully monitored to identify unusual events or unusual levels of activity. Any issues are treated as a priority 1 issue and investigated fully.
Incident management type
Supplier-defined controls
Incident management approach
INOVEM has a documented procedure for reporting, investigating and analysing security incidents and weaknesses. Each incident is assigned an owner who has responsibility to manage the initial actions required to deal with the incident and corrective actions to prevent it from happening again.

We undertake a regular review of incidents to identify opportunities for improvement.

Users report incidents through the INOVEM support desk. If an incident report is required, it is provided by email to Site Owners.

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

Pricing

Price
£550 to £4,000 a licence a month
Discount for educational organisations
Yes
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 sales@kahootz.com. Tell them what format you need. It will help if you say what assistive technology you use.