ROL Solutions Ltd

ServMetric

ServMetric is an established service enabling over 75 organisations to gather customer feedback and thereby understand the quality and quantity of their service delivery across all of their access channels, 24/7. Online reporting allows the data to be analysed, graphed, distributed and benchmarked thereby gaining maximum insight.

Features

  • Customer satisfaction monitoring
  • Real time reporting
  • Multi channel
  • Customer experience
  • Customer feedback
  • Customisable forms & surveys
  • Benchmarking
  • Dashboards
  • Automated reporting
  • Web analytics

Benefits

  • Inform and evaluate your channel migration strategy
  • Target improvements where it makes a difference to customers
  • Support 'right first time' service delivery
  • Reduce formal complaints
  • Achieve your key corporate objectives and measure performance against KPI's
  • Benchmark with other local authorities
  • Reduce the cost of collecting data manually
  • Workflow feedback across the organisation to deliver customer excellence
  • Understand the customer journey
  • Improve your digital platform

Pricing

£1800 to £51000 per instance per year

Service documents

Framework

G-Cloud 11

Service ID

4 6 8 9 3 8 8 2 2 7 6 5 2 1 3

Contact

ROL Solutions Ltd

Nic Streatfeild

07973730005

nic.streatfeild@rol.co.uk

Service scope

Software add-on or extension
No
Cloud deployment model
Public cloud
Service constraints
No, the service is available 24 hrs a day, 7 days per week.
System requirements
Latest browser

User support

Email or online ticketing support
Email or online ticketing
Support response times
9 to 5 (UK time), Monday to Friday
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
Onsite support
Support levels
Standard level of support is 0830 to 1730 and is inclusive in annual support fees.
Support available to third parties
Yes

Onboarding and offboarding

Getting started
Once your order is confirmed, we will schedule a kick-off meeting as soon as possible. Following this meeting you can expect to be completely up and running within 6 - 8 weeks, subject to resource availability.
We will provide an experienced project manager who will work with a nominated contact from your end.

Our project manager will help you to:
- Confirm the ServMetric components needed to meet to your requirements,
- Identify sources of interaction data and confirm the requirements for any ServMetric interfaces with other systems,
- Agree your question sets and service categories,
- Agree and execute a project plan.

We offer the following training sessions to our new clients, all of which are included in the standard set up price. This includes:
- Promoting ServMetric,
- Staff engagement,
- Train the trainer,
- Introduction to reporting.

Once you are up and running with ServMetric, we will provide you with a further training session approximately 2-3 weeks after going live. We will work through the data that you have collected so far, and discuss how to build on your success.
Service documentation
Yes
Documentation formats
  • HTML
  • PDF
End-of-contract data extraction
At the end of the contract the user can download via the in-built extract function all data as required. This can be downloaded as a CSV file. Should the user require any assistance with this functionality, then this would be provided by ServMetric at no additional charge.
End-of-contract process
At the end of your contract, the data collection and reporting systems can be turned off at no cost should you choose not to renew.

Using the service

Web browser interface
Yes
Supported browsers
  • 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
Access to the survey is mobile responsive resizing dependant on the device type. The reporting suite is fully accessible online and again resizes to present fully on a mobile device.

There is no tangible difference between access from a mobile or a desktop.
Service interface
Yes
Description of service interface
The service interface enables users to view customer satisfaction and feedback data through a series of dashboards and management reports.
Accessibility standards
WCAG 2.1 AA or EN 301 549
Accessibility testing
The service has been tested by users of assistive technology across its customer base to ensure ease of use.
API
Yes
What users can and can't do using the API
The API enables the extraction of processed data.
API documentation
Yes
API documentation formats
HTML
API sandbox or test environment
Yes
Customisation available
Yes
Description of customisation
The following features are customisable by users:
Surveys,
Dashboards,
Management Reporting,
Alerts.

The following features are customisable by admin:
Users.

Scaling

Independence of resources
All traffic to our systems is load balanced across multiple servers in multiple disparate data centres. There are various levels of caching in place to ensure that the service is always as responsive as possible.

Analytics

Service usage metrics
Yes
Metrics types
Service metrics can be provided on a regular basis through agent dashboards.
Reporting types
  • Real-time dashboards
  • Regular reports
  • Reports on request

Resellers

Supplier type
Not a reseller

Staff security

Staff security clearance
Other security clearance
Government security clearance
Up to Security Clearance (SC)

Asset protection

Knowledge of data storage and processing locations
Yes
Data storage and processing locations
  • United Kingdom
  • European Economic Area (EEA)
User control over data storage and processing locations
Yes
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
In-house
Protecting data at rest
  • Physical access control, complying with CSA CCM v3.0
  • Encryption of all physical media
Data sanitisation process
Yes
Data sanitisation type
  • Explicit overwriting of storage before reallocation
  • 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
Data can be downloaded via the in-built extract function. This is downloaded as a CSV file.
Data export formats
CSV
Data import formats
CSV

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

Guaranteed availability
Reasonable endeavours will be made to ensure the ServMetric Service Platform is available for access by the Subscribing Client to meet an annual average uptime target of 99.99%.
Approach to resilience
All services are replicated over multiple-geographically disbursed locations with all traffic load balanced between. Faulty systems within our platform are automatically removed and replaced to ensure full resilience.
Outage reporting
Service outage reports are communicated by our Service desk via email and telephone where appropriate.

Identity and authentication

User authentication needed
Yes
User authentication
Username or password
Access restrictions in management interfaces and support channels
There are named contacts for all subscribers who can contact and arrange service changes.
Access restriction testing frequency
At least every 6 months
Management access authentication
Username or password

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
At least 12 months

Standards and certifications

ISO/IEC 27001 certification
Yes
Who accredited the ISO/IEC 27001
QMS UK LTD
ISO/IEC 27001 accreditation date
17/10/2016
What the ISO/IEC 27001 doesn’t cover
ISO 27001 applies to all aspects of the company's service provision.
ISO 28000:2007 certification
No
CSA STAR certification
No
PCI certification
No
Other security certifications
No

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
The company is accredited under ISO27001. The company's Managing Director directly oversees the ISMS through regular Operations Meetings with direct reports.

Operational security

Configuration and change management standard
Supplier-defined controls
Configuration and change management approach
The Change Control process is designed to capture and manage the various requests for changes, upgrades and development of the Service Platform.

Subscriber requests for changes and updates will be reviewed by the company using an Issue Management system.

Any agreed changes then go through a process of configuration and testing prior to being deployed to the live environment.
Vulnerability management type
Supplier-defined controls
Vulnerability management approach
All ServMetric servers are monitored using the Amazon AWS Inspector service, which reviews all servers against potential security issues and vulnerabilities, as set out in 'Common Vulnerabilities and Exposures' and 'Security Best Practices' defined by the AWS Inspector Core Rules Sets. All found issues and vulnerabilities are reviewed on a weekly basis by the senior technical team and dealt with according to the relative risk.
Protective monitoring type
Supplier-defined controls
Protective monitoring approach
All external traffic to our platforms are automatically monitored and protected by our cloud provider, Amazon AWS, who comply with various standards relevant to the security of its services including ISAE 3402. Any traffic getting through to our systems is then monitored by our engineering team with automated alerts triggered in the case of abnormal trends e.g. due to brute force or DDOS attacks. Any potential issues are investigated immediately with further analysis of the relevant server and service logs.
Incident management type
Supplier-defined controls
Incident management approach
Common events (e.g. unsuccessful penetration attacks) are dealt with by the engineering team with the relevant customer account manager notified. A summary of the event would be raised at the next Operations Meeting (which involves the entire management team). The account manager will decide upon the appropriate manner to inform the customer.

Critical events (e.g. successful penetration attacks) - dealt with by the engineering team however the entire management team are notified/kept updated until the attack is halted. An incident report will be shared with affected customers detailing the level of the attack and what (if any) data was accessed.

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
£1800 to £51000 per instance per year
Discount for educational organisations
No
Free trial available
No

Service documents

Return to top ↑