LHM Media Ltd

Feedback Centre: Consumer Engagement and Business Intelligence

LHM's Feedback Centre helps organisations to engage with consumers to collect and manage consumer, patient and tenant experience from multiple digital channels.

This feedback is processed securely in to a Business Intelligence dashboard for fast, real-time reporting in the cloud.

Features

  • Fully branded digital engagement platform
  • Collects multi-channel feedback from mobile to social media
  • Business Intelligence customised to your business requirement
  • PR and Marketing pack provided for promotion
  • Combine your qualitative data with Sentiment and emotion
  • Fully editable themes, categories, ratings and surveys
  • Import and Export data to the system by .CSV

Benefits

  • Simple for consumers to provide feedback for any sector
  • Departments can be alerted dependant on nature of the review
  • Understand and share organisation performance instantly
  • Cost-effective way to enhance customer experience strategy
  • Provides transparency to consumers without risk
  • Unrivalled customisable business intelligence
  • Surveys can be set up and deployed in minutes

Pricing

£15000 to £25000 per unit

Service documents

G-Cloud 9

505340816626396

LHM Media Ltd

Ian Hughes

0121 237 5260

ianh@lhmmedia.com

Service scope

Service scope
Software add-on or extension No
Cloud deployment model Public cloud
Service constraints No
System requirements A software license is provided annually to each client

User support

User support
Email or online ticketing support Email or online ticketing
Support response times The service is provided between the hours of 9.00 and 17.30 Monday to Friday excluding public holidays. We aim to answer all support tickets within an hour.

The support portal is available 24/7 and features user guides and FAQs for our client network.
User can manage status and priority of support tickets Yes
Online ticketing support accessibility None or don’t know
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 LHM provide support to clients via the following:

1. An implementation manager for each client
2. Phone, Email and Online Support Centre
3. Training and updates communicated via Email Newsletter

LHM provide 24/7 monitoring on our systems, hosting and security to ensure maximum up-time related to our clients websites, dashboards and management systems.
Support available to third parties No

Onboarding and offboarding

Onboarding and offboarding
Getting started LHM provide a launch meeting initially outlining schedule of activity, the confirmed scope of the project and to clarify any particular features or requirements.

Onsite or offline training is provided, assisted with simple user documentation for all aspects of the system.

A welcome pack is provided to each client to help them promote the service to their stakeholders, which is a key benefit to support the value and performance of the project. A support centre is provided with access to all documentation required for best practice.
Service documentation Yes
Documentation formats
  • PDF
  • Other
Other documentation formats
  • PPT
  • Keynote
  • Word
  • Excel
End-of-contract data extraction Users can export all of the data from the system before the contract end and LHM also support in this function if required.
End-of-contract process There are no additional costs at the end of the contract.

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 The mobile service is responsive and the user interface is automatically changed to work on the screen size and device that the user has including tablets.

This ensures that our engagement tools are fit for purpose, easy to use and can adapt to the online environment that they are being utilised for.
Accessibility standards None or don’t know
Description of accessibility LHM's platforms integrate with industry leading third-party tools such as BrowseAloud and Recite.Me to provide extensive and advanced functionality for accessibility.

These tools are cost effective, and help to make websites accessible to a wider audience including people with dyslexia, blindness and low vision and learning disabilities. They also work across all devices, so web visitors will be able to access your content wherever they are.
Accessibility testing LHM has provided community workshops with patients, tenants, stakeholder groups and its clients to ensure that the services are accessible.

This is a key requirement for our client base which are health institutions, health and care providers and in the housing sector and why we recommend adopting the industry standard accessibility options that our partners provide based on this feedback.
API No
Customisation available Yes
Description of customisation The Feedback Centre can be customised by all trained users using the content management system, Our Informatics system can also be customised to create, export and manipulate data based on the outputs desired.

Everything can be customised in the Feedback Centre CMS including: Brand Identity, Text, Surveys and questions, Content (e.g. imagery and all other media), menu structure, News/Blogs/Events, Privacy / Terms and other page content.

Scaling

Scaling
Independence of resources We use AWS EC2 instances which can scale according to demand i.e. new instances can be started.

Analytics

Analytics
Service usage metrics Yes
Metrics types LHM provide a business intelligence dashboard to track the performance of the system. This processes all qualitative and quantitive information in relation to the engagement and public insights that has been collected.

Google Analytics is also provided with the system to monitor traffic. Other integrations for metrics can be provided by LHM on request.
Reporting types
  • Real-time dashboards
  • Regular reports

Resellers

Resellers
Supplier type Not a reseller

Staff security

Staff security
Staff security clearance Staff screening not performed
Government security clearance None

Asset protection

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 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 ‘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
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 importing and exporting
Data export approach Users can export data from the Content Management System (CMS) and Business Intelligence Dashboard in CSV format.
Data export formats CSV
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)
  • IPsec or TLS VPN gateway

Availability and resilience

Availability and resilience
Guaranteed availability We guarantee that the our services will be available 99.9% of the time in a given billing cycle.

If we fail to meet this guarantee users are eligible for a credit calculated as a percentage of your Service Fees, and based on the duration of the
availability in a given monthly billing period.
Approach to resilience This is available on request.
Outage reporting Support Centre notification and 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 User access control via Content Management System (CMS)
Access restriction testing frequency At least once a year
Management access authentication
  • Dedicated link (for example VPN)
  • 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 User-defined
Access to supplier activity audit information Users contact the support team to get audit information
How long supplier audit data is stored for User-defined
How long system logs are stored for At least 12 months

Standards and certifications

Standards and certifications
ISO/IEC 27001 certification No
ISO 28000:2007 certification No
CSA STAR certification No
PCI certification No
Other security accreditations Yes
Any other security accreditations Cyber Essentials

Security governance

Security governance
Named board-level person responsible for service security Yes
Security governance accreditation Yes
Security governance standards Other
Other security governance standards Cyber Essentials

We are currently working towards ISO 27001
Information security policies and processes There are a number of policies and processes that LHM follow. These policies are critical for providing assurance that we take seriously the confidentiality, integrity and availability of data placed in its care.

Our documentation is reviewed each quarter by all teams to ensure everybody is aware of any changes and reminded of all elements. These are also shared with our clients IT departments upon request.

The LHM team utilise the following security policies:

- Information Security Policy
- Data Retention Policy
- Fair Processing Notice
- Incident Reporting Procedure
- Disaster Recovery document
- Acceptable Use Policy

Currently we are training to achieve the EU GDPR Foundation (EU GDPR F) and EU GDPR Practitioner (EU GDPR P) qualifications (both ISO 17024-accredited) by May 2017 and ISO27001 by October 2017.

Operational security

Operational security
Configuration and change management standard Supplier-defined controls
Configuration and change management approach Using an industry standard version control system we track changes and revisions of our software by using a collection of baselines and branches for testing purposes. All changes are assessed for potential security impact by using test environments and testing frameworks then deployed to the main code base once approved. Each revision is assigned a timestamp and a person who made the change along with the ability to revert back to the previous revision.
Vulnerability management type Undisclosed
Vulnerability management approach Web services are protected by a third-party web application firewall, which is constantly updated.

Web servers are managed by a third-party updating and patching service.
Protective monitoring type Undisclosed
Protective monitoring approach - Service uptime is monitored by a third-party.
- Compromises are advised by client response or third-party web application firewall alert
- Security incidents are actioned immediately upon receipt
Incident management type Undisclosed
Incident management approach Our Support Centre is the first point of contact for bugs, issues or questions relating to the platforms we provide. Within our organisation, all teams receive the ticket at the time it is received.

The support team is responsible for monitoring this, and for escalating to appropriate stakeholders at LHM where necessary.

Updates are provided directly to the support ticket and individual that has raised it.

Secure development

Secure development
Approach to secure software development best practice Conforms to a recognised standard, but self-assessed

Public sector networks

Public sector networks
Connection to public sector networks No

Pricing

Pricing
Price £15000 to £25000 per unit
Discount for educational organisations No
Free trial available No

Documents

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