Data & Content
We continuously improve and optimise existing digital real estate through data-driven insight. We drive decision making through the sophisticated use of tracking, tagging and analytic tools to increase market share, revenue and customer acquisition.
We also integrate marketing, sales and business intelligence to create dashboards with real time performance monitoring.
- KPI framework creation and implementation
- Management reporting specification and set up
- Continuous improvement
- Audience segmentation
- Data audit
- Analytics 'Deep Dive'
- Content strategy
- Content production & author experience consultancy
- Content governance
- Search audit and optimisation programme
- setting of KPIs and other metrics for site analysis
- automated dashboard reporting
- measured changes driven by data, research, and user feedback
- identification and volume measurement of audiences based on data
- review data collection; accuracy, security, compliance, control of PII
- analysis to answer questions / research site area or functionality
- understanding of what to say and how to present it
- a better understanding of CMS and capabilities
- SEO optimised content created specifically for a digital audience
- primary ranking factors and content for sites to link
£10000 to £500000 per instance per month
Paragon Customer Communications (London) Ltd
0203 743 0810
|Software add-on or extension||Yes, but can also be used as a standalone service|
|What software services is the service an extension to||
Design & Build (websites, apps, etc)
|Cloud deployment model||
|Service constraints||Any constraints would be considered on a case by case basis|
|Email or online ticketing support||Email or online ticketing|
|Support response times||
Support calls are handled on the triaged priority (P1-P4) basis, in accordance with the agreed timeframes.
Service hours supported service hours falls into two categories:
In hours: 0900-1800 Monday to Friday
Out of hours: 1800-0900 Monday to Friday and 0900–0900 Saturdays & Sundays
|User can manage status and priority of support tickets||No|
|Phone support availability||24 hours, 7 days a week|
|Web chat support||No|
|Onsite support||Onsite support|
We can tailor a support offering to meet the needs of our clients. But in essence we have split ORM support into 3 sections: incident management, maintenance & minor enhancements and continuous improvement. Each of these can be scaled to your individual requirements.
Incident management – this service is required to respond and resolve high priority incidents. ORM can offer this as either an in office hours service or as a 24/7 service
Maintenance & minor enhancements – this service is required to undertake small feature requests, rectify lower priority issues and carry out proactive maintenance
Continuous improvement – this is required to ensure SEO visibility, optimal conversion rates (CRO), optimal UX and design. These initiatives can run as part of the Managed Service retainer, although dedicated resource is required to run the programme - i.e. define the initiatives, deploy the changes, measure and assess the results
Both a technical account manager and cloud support engineer can be provided dependent on the scale of the project.
|Support available to third parties||No|
Onboarding and offboarding
ORM initiates a rigorous onboarding process that covers the key elements required for a successful business relationship. We will present our approach and capture any client requirements with the aim of agreeing each of the following:
Including visits with the client to locations for work and agreeing any co-location requirements.
The process required for briefing in work, ensuring that all client requirements are documented clearly.
Present and agree templates for scope of work and agree any amendments or additions.
Discuss and agree the commercial approval process including key points of contact and expected approval and lead times.
Ramp up times
Discuss ramp up times for different teams and phases of projects.
Project planning and control
Agree the framework for project planning and sprint cycles.
Change control & risk management
Agree process for project changes and how risks / mitigations will be identified, captured and communicated.
Work sign off
Agree approach and schedule for stakeholder reviews and sign off of work.
Status and reporting
Agree format and schedule for status meetings, stakeholder reports and performance reviews.
Present quality assurance process and client user acceptance process.
Agree process for escalation and contact details.
|Other documentation formats||
|End-of-contract data extraction||We can provide data in various forms as required by the client at the end of the contract e.g. encrypted flat file export|
|End-of-contract process||Generally, all deliverables created through the project process are handed over e.g. documentation, digital assets and access details to environments owned by the client, etc. Ad-hoc tasks such as data exports, other application development, etc, or third-party training are all costed separately as part of an exit programme.|
Using the service
|Web browser interface||No|
|Application to install||No|
|Designed for use on mobile devices||No|
|Description of customisation||For every project we undertake, ORM employs our proprietary, robust 5D process, which includes the phases of Discovery, Definition, Design, Development and Deployment of an initial solution/platform release or Minimum Viable Product (MVP). Discovery and Definition tend to utilise a more traditional waterfall approach; followed by agile design and delivery phases, undertaken and co-created in collaboration with you. We believe that ‘no one size fits all’ and therefore adapt our processes to suit our client’s organisation.|
|Independence of resources||We have dedicated client services teams on every project. Our approach to client services is the foundation of our success, illustrated by the growth and longevity of our client relationships.|
|Service usage metrics||Yes|
|Metrics types||Insight, analysis and optimisation: specific “deep dives” into transactions, site performance, conversion rate optimisation, multivariate testing and PCI compliance post launch, falls under the remit of our ‘continuous improvement’ team. As well as Google Analytics, we are proficient in a range of other tools such as clickstream analytics (SessionCam, Decibel Insight), survey tools and basket abandonment solutions.|
|Supplier type||Not a reseller|
|Staff security clearance||Other security clearance|
|Government security clearance||Up to Security Clearance (SC)|
|Knowledge of data storage and processing locations||Yes|
|Data storage and processing locations||
|User control over data storage and processing locations||Yes|
|Datacentre security standards||Managed by a third party|
|Penetration testing frequency||At least every 6 months|
|Penetration testing approach||‘IT Health Check’ performed by a Tigerscheme qualified provider or a CREST-approved service provider|
|Protecting data at rest||
|Data sanitisation process||No|
|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||Please see response to end-of-contract approach – ORM can provide data in various forms.|
|Data export formats||CSV|
|Data import formats||CSV|
|Data protection between buyer and supplier networks||
|Data protection within supplier network||
Availability and resilience
We have in place a 4-tier SLA, dependent on the severity of issues:
P1 – Issue renders core functionality inoperative or security breach that affects the Application
P2 – Functionality inoperative, but does not prevent the core application functioning
P3 – An issue which has little impact on operability, for which a workaround exists
P4 – Ad-hoc change requests or Helpdesk queries
Our response times on the issues can be provided to each client; we offer in and out-of-office availability too.
|Approach to resilience||Information available on request|
We work with third-party hosting providers to guarantee a service uptime in line with the underlying SLAs. In the case of cloud providers such as Amazon Web Services, these SLAs are a minimum of 99.95%. When architecting systems, we ensure that reliability and resilience is designed from the start, removing single points of failure and configuring for high availability (e.g. database replication and failover, instance availability split across data centres etc).
Automated tools that monitor the uptime and security of our systems will alert our team (and your product owners if required) through a dashboard, and using our issue management system together with email and telephone notification channels. The same will apply for any detected cyber security breaches.
We work with clients at the start of projects to define a business continuity (BC) plan in the event of a disaster recovery (DR) event. The plan typically covers:
- Backup methodology
- Key contact details and escalation process
- Data verification procedures
- Identification of potential disaster recovery scenarios and recovery process
- Role and responsibilities
- Deployment details (hosting partner, network, hardware etc)
- Service level agreements
Identity and authentication
|User authentication needed||No|
|Access restrictions in management interfaces and support channels||We use a range of tools, such as JIRA (Atlassian) and access levels for different staff within departments is agreed at the onboarding stage.|
|Access restriction testing frequency||At least every 6 months|
|Management access authentication||
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||At least 12 months|
|How long system logs are stored for||User-defined|
Standards and certifications
|ISO/IEC 27001 certification||Yes|
|Who accredited the ISO/IEC 27001||QAS International|
|ISO/IEC 27001 accreditation date||21/04/2018|
|What the ISO/IEC 27001 doesn’t cover||Information available on request|
|ISO 28000:2007 certification||No|
|CSA STAR certification||No|
|Other security certifications||Yes|
|Any other security certifications||ISO 9001|
|Named board-level person responsible for service security||Yes|
|Security governance certified||Yes|
|Security governance standards||ISO/IEC 27001|
|Information security policies and processes||
ORM is ISO 27001 and 9001 accredited and we conform to industry standard security policies.
We also have an internal Cyber Security team tasked with final assurance of applications and releases prior to launch and responding to cyber related incidents should they arise. The incident escalation process is defined and communicated internally with all staff encouraged to raise security issues whenever and wherever they are located. The Cyber Security team then responds and coordinates the technical changes and where necessary liaises with external teams or other security partners.
|Configuration and change management standard||Conforms to a recognised standard, for example CSA CCM v3.0 or SSAE-16 / ISAE 3402|
|Configuration and change management approach||
Business change consultancy, planning and support are fundamental strands of any digital transformation engagement ORM undertakes. They are baked into our process from discovery through to delivery, as well as forming a dedicated stream in the digital roadmaps we create.
A solution design pack forms part of the change management process that we often “roadshow” in various forms around an organisation to gain shared understanding and adoption. Once the change management plans outlined are agreed with the client, ORM supports with their delivery.
|Vulnerability management type||Conforms to a recognised standard, for example CSA CCM v3.0 or SSAE-16 / ISAE 3402|
|Vulnerability management approach||Security is taken seriously on every project, with a secure-by-default approach taken to both the user experience and technical platform – e.g. recaptcha, encryption-at-rest, SSL by default etc. We insist on external security partners to validate major releases before launch and can either work with partners supplied or can make recommendations if required. In addition, we can configure 3rd party security tools such as CloudFlare and AWS Shield to help protect against DDoS and other forms of attack. Our support teams also configure centralised logging tools such as Kibana so that access and error logs can be regularly analysed.|
|Protective monitoring type||Conforms to a recognised standard, for example CSA CCM v3.0 or SSAE-16 / ISAE 3402|
|Protective monitoring approach||Appropriate layers of Prediction, Detection, Prevention and Response will be implemented for a project. We will work with 3rd party security test companies to assure the approaches we implement. We will verify their test methodologies and scope. We insist on whitebox testing and will provide access, test data and documentation (under NDA) to maximise the effectiveness of testing. Identified issues will be scored, triaged and verified. Scheduled testing and reviews will be implemented across the lifetime of project to ensure the measures implemented remain current and appropriate.|
|Incident management type||Conforms to a recognised standard, for example, CSA CCM v3.0 or ISO/IEC 27035:2011 or SSAE-16 / ISAE 3402|
|Incident management approach||
Our incident management process enables us to respond and resolve high priority incidents. ORM can offer this as either an in office hours service or as a 24/7 service.
Break / fix issue resolution covering P1 and P2 incidents will be undertaken to agreed SLAs. All issues are logged and tracked via an issue management system, providing an audit trail of activities.
|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|
|Price||£10000 to £500000 per instance per month|
|Discount for educational organisations||No|
|Free trial available||No|