Bridgeall Limited

smartcrowds Innovation & Change Management

90% of ideas from Innovation campaigns never see the light-of-day.
Not with smartcrowds, the UK-Hosted Cloud Innovation and Change Management platform.
With STAFF & CUSTOMER ENGAGEMENT, IDEATION, MARKET TESTING and TASK & CHANGE MANAGEMENT smartcrowds addresses the 360° challenge of Innovation, helping organisations turn more great ideas into lasting change.


  • Launch Challenges, Campaigns, Run Surveys
  • Seek innovation and change Solutions to Problems
  • Configurable Idea Capture forms
  • Assessment process aligned to Strategic Objectives
  • Comments, Likes, Star Ratings, Leaderbaords
  • Social News/Activity Feed
  • Expert or Panel assessment, & Configurable scoring criteria
  • Work & Action Management, Progress Updates
  • Innovation and Change Management Outcomes and Case Studies
  • Powerful reporting, Designed for mobile, Office 365 SSO


  • Gain Advantage through Staff, Customer and Citizen Engagement
  • Uncover Great Ideas from your Hidden Talent
  • Increase Productivity through Employee Voice
  • Deliver better Products, Services and Processes
  • Continually Improve, Manage Change and Transform your Organisation
  • Reduce Costs, Drive Profitability with Innovation and Change Management
  • Increase the Conversion from Ideas to Outcomes
  • Deliver Outcomes that are Aligned to Strategy and Objectives
  • Address the 360° Challenge of Sustainable Innovation


£0.19 to £5.40 a person a month

  • Education pricing available

Service documents

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G-Cloud 12

Service ID

2 3 4 2 6 6 9 6 3 5 1 6 4 6 1


Bridgeall Limited Andrew Hart
Telephone: 01412126400

Service scope

Software add-on or extension
Cloud deployment model
Public cloud
Service constraints
No constraints.
99.5% availability, 24x7, UK hosted.
System requirements
  • Internet Connection
  • Modern Browser
  • Can also be used with all modern smartphones and tablets

User support

Email or online ticketing support
Email or online ticketing
Support response times
Average 15 minutes. M-F 9-5pm
User can manage status and priority of support tickets
Online ticketing support accessibility
Phone support
Phone support availability
9 to 5 (UK time), Monday to Friday
Web chat support
Web chat
Web chat support availability
9 to 5 (UK time), Monday to Friday
Web chat support accessibility standard
Web chat accessibility testing
Fair Start Scotland/DWP
Onsite support
Yes, at extra cost
Support levels
Online 24x7 availability is included in the price.
Bridgeall monitor the availability of the system on an on-going basis and ensure that up-time SLA (99.5%) is maintained.
UK phone support 9am-5pm is included in the cost. Cost is dependant on the size of the account.
Onsite support is available at extra cost, on a per day basis or annual basis.
Onsite support can include: how to use the software; how to implement innovation strategies; how to align the software with Strategic Objectives; How to manage change; setting up and running of specific innovation challenges.
Support available to third parties

Onboarding and offboarding

Getting started
As standard we provide an on-boarding service which includes site deployment, setup & configuration of first administrator and first ‘crowd’ and initial training to a single point of contact. This also includes one refresh training session per annum for updated functionality releases.

To assist with more complex configurations or bespoke functionality, we can work closely with clients on a retained basis.
This can include:
• Pre-configuration planning.
• Set-up complex configuration.
• Population of information & configuring access rights.
• Custom scripts.
• Custom training sessions / group training
Service documentation
Documentation formats
End-of-contract data extraction
Data extract at contract end is via web service
End-of-contract process
Customer is given option to extract data. All customer data is then removed from the system and destroyed.

Using the service

Web browser interface
Supported browsers
  • Internet Explorer 7
  • Internet Explorer 8
  • Internet Explorer 9
  • Internet Explorer 10
  • Internet Explorer 11
  • Microsoft Edge
  • Firefox
  • Chrome
  • Safari 9+
  • Opera
Application to install
Compatible operating systems
  • Android
  • IOS
  • Linux or Unix
  • MacOS
  • Windows
  • Windows Phone
Designed for use on mobile devices
Differences between the mobile and desktop service
Smartcrowds is fully mobile responsive, and has been designed mobile-first. All features are available on mobile
Service interface
Description of service interface
Set up through Change Management
Accessibility standards
Accessibility testing
Fair Start Scotland/DWP
What users can and can't do using the API
Users can use the API for the transfer of data and integration to other products
API documentation
API documentation formats
API sandbox or test environment
Customisation available
Description of customisation
User can customise
• Workflow (Moderation ON/OFF, Actions ON/OFF, Sign-Off ON/OFF, Panel Mode/Expert Mode)
• Terminology (Campaigns/Challenges etc, Ideas, Suggestions, Solutions etc)
• Crowds and permissions
• Idea Capture Forms - can be different for every crowd
• Email notifications - can be different for every crowd
• Crowd Landing Pages
• Switchable features per crowd (Dislikes, Action Management etc)
• Assessment Measures and associated scoring, per crowd
• Feedback and Scoring Forms per Crowd
• Branding - for example Customer Logo and Banners.

All Customisation can be carried out by Admin and Policy Users.

All Customisation is done using the systems user interface


Independence of resources
As standard smartcrowds is delivered on an elastic shared resource on Microsoft Azure, with Embedded PowerBI and is backed by Microsoft's Investment and SLA's.

Full Independence of resources can be delivered at extra cost if required


Service usage metrics
Metrics types
System Reporting via embedded PowerBI. The system provides near-real time data exploration of all aspects of the data stored, including users interaction with the system - for example number, frequency and trend of Likes, Ratings, Follows, Submissions, Comments
Reporting types
Real-time dashboards


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
Data storage and processing locations
  • United Kingdom
  • European Economic Area (EEA)
User control over data storage and processing locations
Datacentre security standards
Complies with a recognised standard (for example CSA CCM version 3.0)
Penetration testing frequency
At least once a year
Penetration testing approach
‘IT Health Check’ performed by a Tigerscheme qualified provider or a CREST-approved service provider
Protecting data at rest
  • Physical access control, complying with CSA CCM v3.0
  • Physical access control, complying with SSAE-16 / ISAE 3402
  • Encryption of all physical media
Data sanitisation process
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
Tailored to customer’s requirements
Data export formats
Data import formats

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

Availability and resilience

Guaranteed availability
The smartcrowds® Cloud Service is delivered as a .NET solution on Microsoft Azure and Microsoft Power BI. The cloud architecture removes the cost associated with infrastructure procurement and support, replacing it with an annual subscription and a 99.5% uptime guarantee.
The smartcrowds® Cloud Service removes any need for client technical provision. We will take responsibility for all backups, upgrades, and operating system patches.
smartcrowds® will be available 24/7, however should the system require to be taken offline for maintenance then we will provide a minimum of ten business days’ notice.
All planned maintenance will be completed outside normal business hours.
Approach to resilience
All production servers are configured with a minimum of two instances deployed within the same availability set, this ensures a fault tolerant and high availability platform

Azure SQL Database has a built-in high availability subsystem that protects your database from failures of individual servers and devices in a data centre. At any one time, three database replicas are running—one primary replica and two or more secondary replicas.

There are always at minimum two physical, transactionally consistent copies of your data.

On top of the built-in systems that enable high availability, The Microsoft Cloud system architecture offers additional business continuity features that enable disaster recovery.

Azure SQL Database automatically creates backups of every active database. Every hour a backup is taken and geo-replicated to enable the one-hour recovery point objective (RPO) for Geo-Restore. Additionally, transaction log backups are taken every five minutes to enable Point in Time Restore.

Point in Time Restore provides the ability to return your database to an earlier point in time within the past 14 days
Outage reporting
API, Email alerts, and SMS to our Service Desk

Identity and authentication

User authentication needed
User authentication
  • Public key authentication (including by TLS client certificate)
  • Identity federation with existing provider (for example Google Apps)
  • Username or password
Access restrictions in management interfaces and support channels
Active Directory Services and Azure AD Connect
Access restriction testing frequency
At least every 6 months
Management access authentication
  • 2-factor authentication
  • Public key authentication (including by TLS client certificate)
  • Identity federation with existing provider (for example Google Apps)
  • Limited access network (for example PSN)
  • 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
You control when users can access audit information
How long supplier audit data is stored for
How long system logs are stored for
At least 12 months

Standards and certifications

ISO/IEC 27001 certification
Who accredited the ISO/IEC 27001
ISO/IEC 27001 accreditation date
What the ISO/IEC 27001 doesn’t cover
ISO 28000:2007 certification
CSA STAR certification
PCI certification
Other security certifications
Any other security certifications
  • Cyber Essentials
  • Subject to the Return on Investement model ROI

Security governance

Named board-level person responsible for service security
Security governance certified
Security governance standards
ISO/IEC 27001
Information security policies and processes
ISO27001 and Cyber Security

Operational security

Configuration and change management standard
Conforms to a recognised standard, for example CSA CCM v3.0 or SSAE-16 / ISAE 3402
Configuration and change management approach
The CMDB data is maintained by leveraging the request and change management processes, dedicated modules in the Service Desk suite, which are fully integrated into the CMDB. There is a dedicated change management module within the Bridgeall Service Desk, integrated with the configuration, knowledge base, incident and service request modules. The process provides the following core activities through the ITILV3 Service Desk:
• Initiate change request
• Validate change request including security
• Assess and plan change (operational)
• Approve change implementation
• Execute and complete change
• Status reporting
• Review post implementation and close change.
Vulnerability management type
Conforms to a recognised standard, for example CSA CCM v3.0 or SSAE-16 / ISAE 3402
Vulnerability management approach
Follow the ITIL process for Vulnerability Management processes, as well as applying our Quality ISO9001 and Security ISO27001 processes. Bridgeall will coordinate and perform regular IT health checks and audits, that provide the interface for vulnerability management. The process shall provide the following core activities:
• Preparation
• Vulnerability scan
• Define remediating actions
• Implement remediating actions
• Rescan
We utilise several proprietary tools provided by Nessus, Qualys and Verisign and work with CREST approved NCC Group.
Protective monitoring type
Conforms to a recognised standard, for example CSA CCM v3.0 or SSAE-16 / ISAE 3402
Protective monitoring approach
Environments are monitored extensively for both the application and infrastructure covering system availability, performance and automated system jobs.
Automatic monitoring is conducted at regular intervals depending. Alerts are raised by email with customisable multi-user notification escalations available.

Critical Alerts
• Ping/Port Availability Checks
• HTTP on all sites
• SMTP Service Check
• Database Service Check
• URL Availability Check
Trend Alerts
• CPU Usage
• Memory Usage
• Storage Capacity
• Disk I/O
• Disk Read/Write Times
URL Response/Wait Times
Incident management type
Conforms to a recognised standard, for example, CSA CCM v3.0 or ISO/IEC 27035:2011 or SSAE-16 / ISAE 3402
Incident management approach
Our ITIL V3 Service Desk manages incidents and escalations until resolution. The Service Desk acts as the end user single point of contact for incident restoration, including requests for information and issues. The Service Desk monitors outstanding trouble tickets or records until they are resolved.
We provide the following activities:
Detection and recording
Classification and initial support
Investigation and diagnosis
Resolution and recovery
Tracking and communication.

Major Incident Process:
Follow procedures
Defines incident severities,
Roles and responsibilities - internal and external organisations
Review process and issue a report - actions taken, lessons learned.

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
Connected networks
  • Public Services Network (PSN)
  • Police National Network (PNN)
  • NHS Network (N3)
  • Joint Academic Network (JANET)
  • Scottish Wide Area Network (SWAN)
  • Health and Social Care Network (HSCN)


£0.19 to £5.40 a person a month
Discount for educational organisations
Free trial 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 Tell them what format you need. It will help if you say what assistive technology you use.