Q&A (Queries)

An organisation's most valuable asset is the wealth of knowledge stored within their workforce. Innovate your staff to suggest and submit Q&As to improve the services you provide. Better understand your staff by allowing them to reach out to others in the organisation for information.


  • Staff can submit Questions & Answers
  • Configurable questions to trigger Q&As
  • Workflow configuration & management
  • Q&A campaigns/categorisation
  • Colleagues can collaborate and vote on Q&As
  • Dashboard for Q&A
  • Real time social engagement
  • SSO and Active Directory integration
  • Intelligent real-time duplicate checking
  • Idea promotions


  • Empower your staff from the ground up
  • Capture the best ideas and share them with other departments
  • Use the dashboard to understand engagement across the department
  • @mention, #hashtag. sharing and commenting capability to enhance collaboration
  • Workflow allows staff to track the progress of an idea
  • Staff can vote on the best ideas to understand demand
  • SSO integration increases adoption and engagement
  • Assign staff the ideas administrator role to manage ideas
  • Run campaigns for specific ideas
  • Promote best ideas to the homepage or anywhere on intranet


£1.67 per user per month

Service documents


G-Cloud 11

Service ID

8 0 6 3 8 8 9 4 7 9 9 3 1 6 5



Ross Blythe

+44 (0)20 3789 2900

Service scope

Service scope
Software add-on or extension No
Cloud deployment model Public cloud
Service constraints All constraints are agreed as part of the mutually agreed Service Design.
System requirements Modern personal computer

User support

User support
Email or online ticketing support Email or online ticketing
Support response times Our tickets are categorised into different priority levels, each with the corresponding response and target resolution time. The times listed below are the average response times. Priority 1 Level = 30 minutes Priority 2 Level = 1 hour Priority 3 Level = 4 hours Priority 4 Level = 8 hours
User can manage status and priority of support tickets Yes
Online ticketing support accessibility WCAG 2.1 AA or EN 301 549
Phone support Yes
Phone support availability 24 hours, 7 days a week
Web chat support No
Onsite support Onsite support
Support levels At Invotra, service is everything. We take great pride in the ways in which we deliver a superlative service to our customers. Invotra Cloud Software customers will have a Technical Account Manager who will provide regular reviews of the customers service and SaaS performance. See our Invotra Cloud Software Service Definition Document for full details of our support levels offered.
Support available to third parties Yes

Onboarding and offboarding

Onboarding and offboarding
Getting started Invotra is locally based and travels extensively throughout the UK to meet its many UK Government customers. Through regular face-to-face meetings, Invotra supports new customers with discovery, stakeholder engagement and training of intranet and digital workplace administrators. Invotra then supports the project management teams responsible for delivery. This extends to teams responsible for security and architecture, content and people data migration and integration into live service management teams. Throughout onboarding, Invotra provides detailed documentation for product descriptions, APIs and training. End user education is available as well.
Service documentation Yes
Documentation formats
  • HTML
  • PDF
End-of-contract data extraction Users can extract their data via the APIs at any point in time in the Service. If requested, Invotra will provide a zip file of this data at the end of the contract.
End-of-contract process Any documentation or support required by a sufficiently competent developer will be provided to ensure a smooth off-boarding process.

Using the service

Using the service
Web browser interface Yes
Supported browsers
  • Internet Explorer 9
  • Internet Explorer 10
  • 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 We have a carefully designed mobile interface that allows you to access all features that are available on desktop. In addition to this, we are able to offer our customer a social mobile application, allowing their staff to download and collaborate when on the move.
Service interface Yes
Description of service interface We have a service interface that is available to customers and can be provided if requested.
Accessibility standards WCAG 2.1 AA or EN 301 549
Accessibility testing Invotra takes a large amount of pride in what we are doing to support accessibility within our Invotra products. Simply saying that we meet WCAG 2.1 ‘AA’ standards is not enough. We like to think that we aren’t just being compliant but we are creating an ‘accessible experience’ for all users. We not only rigorously test our product with a number of accessibility end users who have to use our product every day of their lives. The accessibility in our system is compliant to WAI 'AA' standards for all anonymous users who access the system, any further accessibility requirements for logged in users or administration screens can be agreed.
What users can and can't do using the API Invotra has a connector framework that allows users to exchange all content inbound or outbound - freely exchanging information between systems, at no additional cost. Invotra is designed from ‘the ground up’ to be flexible enough to integrate into even the most complex technical landscape. Invotra provides a range of inbound and outbound connectors to ensure it can tie into other systems. In the event a team or department require a connector that is not available, Invotra will work with clients to develop one.
API documentation Yes
API documentation formats Open API (also known as Swagger)
API sandbox or test environment Yes
Customisation available Yes
Description of customisation Invotra provides you with tools to create an intranet that meets the needs of your staff. As a Webmaster you'll be able to customise all aspects of the product from branding to IA. You can also assign privileged roles to certain individuals and teams to create content and use our In Place Editing (IPE) tool to customise the layout and widgets in their areas. There are different levels of customisation that can be achieved within Invotra all of which are documented and provided to customers as part of the onboarding stage. Each user will have a customised newsfeed that is populated with people, content, topics and groups that they are either following or a part of.


Independence of resources The platform is designed and scaled with excess capacity up to 50% above anticipated requirements of all customers. This is monitored and adjusted appropriately.


Service usage metrics Yes
Metrics types Invotra provides a supported analytics system that allows customers to run real-time reports to gather the metrics required. We also offer dashboards in the product to provide business intelligence (BI) data too. Our Live Service team will send monthly reports that detail key metrics like engagement statistics, service availability, incident volumes etc.
Reporting types
  • Real-time dashboards
  • Regular reports


Supplier type Not a reseller

Staff security

Staff security
Staff security clearance Conforms to BS7858:2012
Government security clearance Up to Security Clearance (SC)

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 every 6 months
Penetration testing approach ‘IT Health Check’ performed by a CHECK service provider
Protecting data at rest Physical access control, complying with CSA CCM v3.0
Data sanitisation process Yes
Data sanitisation type Explicit overwriting of storage before reallocation
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 Invotra supports APIs for data extraction for all user data. These APIs are available throughout the contract.
Data export formats
  • CSV
  • Other
Other data export formats JSON
Data import formats
  • CSV
  • Other
Other data import formats JSON

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 99.5% uptime is guaranteed by Invotra for Invotra - UK Government pricing. In the event of a failure to meet the specified service levels a service credit can be applied for by the customer. The details of the service credits available are detailed in Invotra's Terms & Conditions. We have an alert document that details all types of alerts that are triggered. This can be provided.
Approach to resilience Both high and low level designs are available to appropriately security cleared individuals upon request.
Outage reporting Email alerts. We have an alert document that details all types of alerts that are triggered. This can be provided.

Identity and authentication

Identity and authentication
User authentication needed Yes
User authentication
  • Identity federation with existing provider (for example Google Apps)
  • Username or password
Access restrictions in management interfaces and support channels All processes and policies are detailed within an internal system which is available for review on request. The system fully supports all policies and processes required for ISO 27001.
Access restriction testing frequency At least every 6 months
Management access authentication
  • 2-factor authentication
  • Public key authentication (including by TLS client certificate)
  • Username or password

Audit information for users

Audit information for users
Access to user activity audit information You control when users can access audit information
How long user audit data is stored for User-defined
Access to supplier activity audit information Users have access to real-time audit information
How long supplier audit data is stored for User-defined
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 Alcumus
ISO/IEC 27001 accreditation date 25/08/2016
What the ISO/IEC 27001 doesn’t cover Everything is covered.
ISO 28000:2007 certification No
CSA STAR certification No
PCI certification No
Other security certifications No

Security governance

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 All processes and policies are detailed within an internal system which is available for review on request. The system fully supports all policies and processes set out by the International Standards organisation and as outlined in the requirements for ISO 27001:2013

Operational security

Operational security
Configuration and change management standard Supplier-defined controls
Configuration and change management approach We are ISO 27001 compliant and have internal processes for any changes (BAU, expedited, standard changes). We also comply to supplier defined needs and client supplied needs. This information is made available in both high and low level designs which are available to appropriately security cleared individuals upon request.
Vulnerability management type Supplier-defined controls
Vulnerability management approach All processes and policies are detailed within an internal system which is available for review on request. The system fully supports all policies and processes required for ISO 27001.
Protective monitoring type Conforms to a recognised standard, for example CSA CCM v3.0 or SSAE-16 / ISAE 3402
Protective monitoring approach All processes and policies are detailed within an internal system which is available for review on request. The system fully supports all policies and processes required for ISO 27001.
Incident management type Supplier-defined controls
Incident management approach All processes and policies are detailed within an internal system which is available for review on request. The system fully supports all policies and processes required for ISO 27001.

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 Yes
Connected networks
  • Public Services Network (PSN)
  • Other
Other public sector networks GSI


Price £1.67 per user per month
Discount for educational organisations No
Free trial available Yes
Description of free trial Free trials are available upon request. Contact Invotra for more information.
Link to free trial

Service documents

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