Knowledge Hub

Knowledge Hub Digital Collaboration Groups

Digital collaboration groups (workspaces/project spaces/team sites/communities) on the Knowledge Hub enable members to connect, communicate, exchange knowledge, ideas, insight and experience to help them in their work. Groups can be open, restricted (access controlled) or private (hidden) and offer a range of collaboration tools. Open and restricted groups are free.


  • Activity stream and email notifications: catch up on contributions.
  • Identity: add your own logo to raise brand awareness.
  • Discussion forum: ask questions, have conversations, problem solve, share experiences.
  • Library: upload, share, comment on and organise your content.
  • Wiki: collaborate on documents together, see revisions and history.
  • Ideas: generate and vote on ideas, challenges and suggestions.
  • Member directory: find and connect with peers and send messages.
  • Events: promote, organise and manage forthcoming events.
  • Polls: ask your members key questions and share results.
  • Administration tools: manage your group and communicate with members.


  • Improved efficiency: less email traffic, pooled knowledge and resources.
  • Time and money saved: less duplication of effort.
  • Acquire new skills: knowledge management, facilitation, digital collaboration.
  • Inspire innovation through new ways of working and connected intelligence.
  • Trusted, secure (https), UK-hosted, mobile responsive.
  • No set up fees, no maintenance, hosting or upgrade costs.
  • Quick set up time: can be established within minutes.
  • Unlimited data storage and users.
  • Expert technical, online and community and knowledge management support.
  • Community-led development path and platform-wide upgrades.


£0 to £800 per unit per year

Service documents

G-Cloud 9


Knowledge Hub

Jason Fahy

+44 (0) 798 999 6205

Service scope

Service scope
Software add-on or extension No
Cloud deployment model Public cloud
Service constraints Scheduled maintenance takes place outside of the standard service hours of Monday-Friday 08:30-17:30. Planned maintenance downtime is always advertised in advance, and outside of these windows the service is normally available for use 24x7.
System requirements No specific system requirements.

User support

User support
Email or online ticketing support Email or online ticketing
Support response times Full UK-based helpdesk services are provided Monday to Friday 08:30-17:30 and we aim to respond to all enquiries as soon as possible.

Incident handling service levels are as follows:
Priority 1 (service down), response time - 1 hour, target resolution - 4 hours; priority 2 (service severely degraded), response time - 4 hours, target resolution - 2 days; priority 3 (non-essential features impaired), response time - 12 hours, target resolution - 7 days; priority 4 (little impact on services), response time - 24 hours, target resolution - next maintenance release.
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 As stated above, full UK-based helpdesk services are provided Monday to Friday 08:30-17:30 free of charge. Our helpdesk is staffed by a team of experienced community managers, who are not only able to advise on functional use of the Knowledge Hub, but can also provide advice and guidance on how to run a successful online group. See information below covering onboarding for more information.
Support available to third parties Yes

Onboarding and offboarding

Onboarding and offboarding
Getting started There is a broad range of free help resources available to all members of the Knowledge Hub via the help pages.

Anyone new to managing an online group is provided with comprehensive information free of charge about how to administer their group together with helpful tips and advice on growing and managing online communities. All group administrators are invited to join the Online Facilitators Community that offers extensive advice not only from Knowledge Hub’s experienced team of community managers but also from facilitators across the wider Knowledge Hub community. Walkthrough webinars are also available for group administrators to familiarise themselves with group features.

On-site, one-day training courses covering online community management are available at additional cost. (See Knowledge Hub Digital Community & Knowledge Management Training)
Service documentation Yes
Documentation formats
  • HTML
  • PDF
End-of-contract data extraction Any files uploaded to folders within a group library can be easily downloaded in a zip file.

Other group data can either be manually copied, or could be provided as an encrypted zip file (see next question for additional detail).
End-of-contract process When the service is no longer required, a backup of all relational customer data and file content can be provided on request in encrypted zip format. Any extraction or migration of data would usually carry an additional charge depending on amount of data and format required.

Once a Knowledge Hub group is no longer required, it will be deactivated for a period of 90 days and then deleted.

Using the service

Using the service
Web browser interface Yes
Supported browsers
  • Internet Explorer 9
  • Internet Explorer 10+
  • 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 Mobile service is a responsive version of the main site.
Web pages are displayed in an appropriate format for the device screen width.
Can be accessed on Android, iOS and Windows Phone.
Accessibility standards WCAG 2.0 AA or EN 301 549
Accessibility testing WAVE accessibility testing on all user interface components.
What users can and can't do using the API Knowledge Hub members may use the API to display collaboration group content on external sites.

Knowledge Hub Digital Network Clients may also have access to create, update and delete site users, groups and content.
API documentation Yes
API documentation formats HTML
API sandbox or test environment Yes
Customisation available Yes
Description of customisation Group administrators have permissions to add a logo or image to their group to enable it to stand out and identify it with their organisation. Uploading a logo is straight forward using an image picker to select an image file from your desktop.

Other customisations such as renaming group elements, or pulling in Twitter and RSS feeds are possible on request, as they can only be done by a Knowledge Hub system administrator.

Further customisation options are available to Knowledge Hub Digital Network Clients.


Independence of resources Services are monitored continously, with alerting to the support team. Components are sized with adequate peak headroom and can scale when necessary.


Service usage metrics Yes
Metrics types Group administrators can add a Google Analytics code to their group in order to monitor sessions, visits, page impressions etc. They can access this through their own GA dashboard and account.

Details of group membership and social activity is also available to group administrators on request.
Reporting types
  • Real-time dashboards
  • Reports on request


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 Complies with a recognised standard (for example CSA CCM version 3.0)
Penetration testing frequency At least once a year
Penetration testing approach Another external penetration testing organisation
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 In-house destruction process

Data importing and exporting

Data importing and exporting
Data export approach Any files uploaded to folders within a group library can be easily downloaded in a zip file.

Other group data can either be manually copied, or could be provided as an encrypted zip file (see previous question for additional detail).
Data export formats
  • CSV
  • Other
Other data export formats
  • Zip file
  • Files can be downloaded in the format they were uploaded.
Data import formats
  • CSV
  • Other
Other data import formats Most file types supported for upload to group library.

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 Other
Other protection within supplier network A VPC is an isolated portion of the AWS cloud within which customers can deploy Amazon EC2 instances into subnets that segment the VPC’s IP address range (as designated by the customer) and isolate Amazon EC2 instances in one subnet from another. Amazon EC2 instances within a VPC are only accessible by a customer via an IPsec Virtual Private Network (VPN) connection that is established to the VPC.

Availability and resilience

Availability and resilience
Guaranteed availability We provide at least a 99.9% uptime service availability level. Availability excludes agreed scheduled maintenance events, customer-caused or third party-caused outages or disruptions, or outages or disruptions attributable in whole or in part to force majeure events.
Approach to resilience All application components are duplicated and load balanced across seperate data centres.
Outage reporting Incidents such as an unexpected break in service are reported on directly to members within the Knowledge Hub and via email. We use our KHub Connects group as a place for open feedback about the service. Any member of the Knowledge Hub may report a problem with the service for investigation via our helpdesk, which operates Monday to Friday 08.30-17.30.

Identity and authentication

Identity and authentication
User authentication needed Yes
User authentication
  • Identity federation with existing provider (for example Google Apps)
  • Username or password
  • Other
Other user authentication Users login with a username and password or sign in via federated authentication method, such as Google, Linkedin, or any OpenId Connect provider.
Access restrictions in management interfaces and support channels Access rights to management interfaces within all Knowledge Hub Digital Collaboration Groups are allocated to group facilitators only via defined role permissions.
Access restriction testing frequency At least once a year
Management access authentication
  • Identity federation with existing provider (for example Google Apps)
  • Username or password
  • Other

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 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 At least 12 months
How long system logs are stored for Between 1 month and 6 months

Standards and certifications

Standards and certifications
ISO/IEC 27001 certification Yes
Who accredited the ISO/IEC 27001 Bureau Veritas
ISO/IEC 27001 accreditation date 03/08/2016
What the ISO/IEC 27001 doesn’t cover Physical location, which is covered by hosting partner
ISO 28000:2007 certification No
CSA STAR certification No
PCI certification No
Other security accreditations No

Security governance

Security governance
Named board-level person responsible for service security Yes
Security governance accreditation Yes
Security governance standards ISO/IEC 27001
Information security policies and processes We follow ISMS standards and processes.

Operational security

Operational security
Configuration and change management standard Supplier-defined controls
Configuration and change management approach Change Control Policy and Procedure – specifies the scope and process for change control of our organisation’s information processing facilities for hardware, software and devices.
Vulnerability management type Supplier-defined controls
Vulnerability management approach All components within the stack (infrastructure and software) are continuously tested for vulnerabilities. We are alerted of any detected vulnerabilities by third party suppliers, and take action on a timescale commensurate with the severity.
Protective monitoring type Supplier-defined controls
Protective monitoring approach Services are monitored continously, with alerting to the support team. Components are sized with adequate peak headroom and can scale when necessary.
Incident management type Supplier-defined controls
Incident management approach Managed through our support desk. The CSO and ISO ensure appropriate action taken in accordance with ISO27001 Incident management policy.

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


Price £0 to £800 per unit per year
Discount for educational organisations Yes
Free trial available Yes
Description of free trial Open and restricted groups are free of charge for public sector and not-for-profit organisations as standard.
Private (hidden) groups are £800+VAT per year. A free trial is available to test out all group tools for a period of 30 days.
Link to free trial


Pricing document View uploaded document
Skills Framework for the Information Age rate card View uploaded document
Service definition document View uploaded document
Terms and conditions document View uploaded document
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