Technical communication services

Scroll can manage all content in alignment with industry best practices of single-sourcing content, using intelligent content principles. This facilitates the use of content within a software system, on sites, in knowledge bases, on devices, in the appropriate languages. We use specialty software to create, deliver and maintain content.


  • Expertise in specialty software eg Help Authoring Tool (HAT)
  • Expertise in Component Content Management System (CCMS)
  • Determining the content needs of end users
  • Designing transactional content (UX writing), embedded assistance, related help topics
  • Matching medium to audience (embedded assistance, help topics, videos, infographics)
  • Determining when photographs, drawings, diagrams, animation, charts increase user comprehension
  • Standardising content terminology across platforms and media
  • Gathering data to improve UX, user comprehension and conversion rates
  • Creating a transition plan for post-launch maintenance of content
  • Designing BAU maintenance plans for source language and target languages


  • Content can be published to multiple devices and formats
  • No need to duplicate content or effort
  • CODA (Create Once, Deliver Anywhere) multichannel publishing
  • Adapt content to multiple user groups or markets more efficiently
  • Content is adapted iteratively in response to user feedback
  • The content is structurally and semantically rich
  • The content is more effective for processing by software systems
  • Better findability by search engines and on-site search


£525 to £875 per person per day

  • Education pricing available

Service documents


G-Cloud 11

Service ID

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



Hetty Meyric Hughes



Planning service
How the planning service works
Scroll advises clients on how best to prepare for their transition to cloud or adoption of new software: optimising content, creating efficiencies, and avoiding costly delays and pitfalls.
We work collaboratively, building stakeholder engagement, advocating for content, and planning for the migration and content creation that will follow. We design practical, lean governance processes for business and provide a comprehensive knowledge transfer so that you can run your project autonomously.
Planning service works with specific services


Training service provided
How the training service works
We provide content training and mentoring. This includes bespoke and public courses on content strategy, content design, content governance and all aspects of agile content production. Our courses are accredited by the CPD Certification Service.
Training is tied to specific services

Setup and migration

Setup or migration service available
How the setup or migration service works
Scroll has planned and executed large-scale migrations for government departments. We redesigned content for the flagship GOV.UK launch, merging dozens of websites into a single architecture and recrafting content to fit user needs and the new site design. We can provide expertise at various stages: strategy and technical input, IA - and a team of migration editors and content designers later. We also train staff in using their new technology and writing for it.
Setup or migration service is for specific cloud services

Quality assurance and performance testing

Quality assurance and performance testing service
How the quality assurance and performance testing works
Scroll has extensive experience in QA processes for cloud content and can design and manage processes for customers, or supply specialists to run QA to GOV.UK style. We are also experienced in the performance testing of digital content, monitoring usage metrics and other data to improve and iterate content continually. Scroll prides itself on the quality of its content services, and we have a member of the team dedicated to developing and maintaining quality standards.

Security testing

Security services

Ongoing support

Ongoing support service

Service scope

Service constraints

User support

Email or online ticketing support
Email or online ticketing
Support response times
The same working day if received at noon; by 10:00 the next working day otherwise.

By 10:00 on the Monday morning for requests received over the weekend.

We also have a support ticketing system available.
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
We've not yet had the call for it but would welcome the opportunity, in order to test and refine our testing approach.
Support levels
There is an out of hours phone support service 24/7 for emergencies.
We use web chat during normal working hours and also set up Slack channels and Trello boards for clients, as well as using any other collaborative apps you find helpful.
There is no additional cost for this level of support.


Supplier type
Not a reseller

Staff security

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


£525 to £875 per person per day
Discount for educational organisations

Service documents

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