GOSS Interactive Ltd

GOSS Professional Services

GOSS Professional Services support your cloud projects for websites, intranets and citizen/customer self and assisted-service transactional portals. Services include training, project management, digital transformation, creative design, cloud configuration, consultancy and integration services. Customers of GOSS Cloud Support Services include Local Authorities/Councils, Housing, Police, NHS and Central Government Agencies.

Features

  • Project Management: supports project delivery to time and budget.
  • Creative/design consultancy: tailor services to meet user/citizen needs.
  • Mobile responsive website/portal/intranet/my account design and configuration.
  • Migration consultancy & configuration - Information Architecture analysis and design.
  • Knowledge transfer: Digital Platform, self/assisted-service/forms/CMS, technical-developer.
  • Training: GOSS Software Services, configuration, transactional workflow design, integrations.
  • Integration Configuration: securely connect citizen portals to back office data/systems.
  • Digital transformation consultancy: business analysis, process mapping (BPM), service-design.
  • Web site & portal on-boarding and off-boarding services.
  • Configure cloud AI/chat bot technologies on your websites/portals.

Benefits

  • Cloud delivery: move your services online with agile CRM-lite/CRM-light
  • Deliver improved and efficient services to your public customers.
  • Maximise use of GOSS low-code/no-code cloud software services.
  • Get up and running quickly, creating content, forms, processes.
  • Improve customer service satisfaction levels for your website.
  • Provide efficient digital services via powerful transactional forms and workflow.
  • Reduce your ongoing service delivery costs with digital transformation.
  • Transform and streamline online transactional services with customer self-service.
  • Offer customers 24/7 self-service capability via your website.
  • Knowledge Transfer: empower internal teams for devolved content creation.

Pricing

£250 to £6,600 a unit

Service documents

Request an accessible format
If you use assistive technology (such as a screen reader) and need versions of these documents in a more accessible format, email the supplier at enquiries@gossinteractive.com. Tell them what format you need. It will help if you say what assistive technology you use.

Framework

G-Cloud 12

Service ID

8 3 1 6 7 2 9 2 0 4 8 9 3 9 8

Contact

GOSS Interactive Ltd Simon Smith
Telephone: +44 844 880 3637
Email: enquiries@gossinteractive.com

Planning

Planning service
Yes
How the planning service works
GOSS provides a range of planning services to support the efficient implementation of cloud software projects. This includes (1) Project Management and on-boarding of a GOSS Cloud Software Service including configuration and training. (2) GOSS Creative design including wireframing and effective user testing (3) Technical consultancy, configuration and integration services to plan client-focussed interactive, end-to-end, transactional cloud services. (4) Training in the use and configuration of GOSS software services so that new digital services can be effectively planned. (5) On-going Support and Maintenance of the hosted solution.
Planning service works with specific services
Yes
Hosting or software services the planning service works with
  • GOSS Digital Platform
  • GOSS SelfServe
  • GOSS Forms
  • GOSS Content
  • GOSS Bookings and GOSS Room Bookings
  • GOSS Complaints
  • GOSS Claims
  • GOSS Registrars
  • GOSS Report It
  • GOSS FOI and GOSS SAR

Training

Training service provided
Yes
How the training service works
GOSS Training includes a comprehensive range of courses to cover the GOSS Platforms Software Services (such as GOSS Digital Platform, GOSS SelfServe, GOSS Forms and GOSS Content) and other GOSS Applications. Courses range from basic introduction webinars for new users through to more advanced technical/developer workshops. The wide range of available courses is designed to ensure that you can maximise your use of the various GOSS software services and move to cloud services effectively. Further information can be seen in the GOSS Service Definition, GOSS Pricing Document and on the GOSS website: https://www.gossinteractive.com/training .
Training is tied to specific services
Yes
Services the training service works with
  • GOSS Digital Platform
  • GOSS SelfServe
  • GOSS Forms
  • GOSS Content
  • GOSS Bookings and GOSS Room Bookings
  • GOSS Complaints
  • GOSS Claims
  • GOSS Registrars
  • GOSS Report It
  • GOSS FOI and GOSS SAR

Setup and migration

Setup or migration service available
Yes
How the setup or migration service works
(1) Project management and on-boarding to new GOSS Cloud Service - can include configuration and training (2) GOSS Creative design including user testing of new site/service designs and ongoing brand development (3) Technical consultancy, configuration and integration services to deliver client-focussed interactive, end-to-end, transactional cloud services.
Setup or migration service is for specific cloud services
Yes
List of supported services
  • GOSS Digital Platform
  • GOSS SelfServe
  • GOSS Forms
  • GOSS Content
  • GOSS Bookings and GOSS Room Bookings
  • GOSS Complaints
  • GOSS Claims
  • GOSS Registrars
  • GOSS Report It
  • GOSS FOI and GOSS SAR

Quality assurance and performance testing

Quality assurance and performance testing service
Yes
How the quality assurance and performance testing works
GOSS offers a range of services to support effective quality assurance and performance testing. The GOSS Creative Designers will work with clients to ensure designs are accessible, effective and tested by users.
Via effective planning and organisation engagement, GOSS Consultants will ensure cross-sectional testing takes place with a range of personas/users across your services, and that processes are redesigned effectively to deliver improved customer service as well as cost savings.

Security testing

Security services
No

Ongoing support

Ongoing support service
Yes
Types of service supported
Hosting or software provided by your organisation
How the support service works
Standard support (as defined in the GOSS Service Definition Documents) is included in the cloud software service fee (varies with software level purchased). Additional support can be provided as required if outside the scope of the standard service. i.e. out of hours services, configuration support as well as support upgrades. Support is provided for the GOSS Digital Platform, GOSS SelfServe, GOSS Forms, GOSS Content (CMS), GOSS Bookings, GOSS Claims, GOSS Complaints, GOSS FOI, GOSS Registrars, GOSS Room Bookings, GOSS Report It and GOSS SAR. Consultancy Support Services can also be provided for transformation projects such as scoping workshops & business analysis. GOSS Creative Design project support can be provided throughout the delivery of the specific project - please see the separate GC12 listing.

Service scope

Service constraints
GOSS Cloud Support Professional Services: A booking process will apply with sign-off and terms and conditions for cancellations. Training prerequisites may apply along with a skills assessment. Training course length will vary in-line with content/level being covered. See course outlines for more info: https://www.gossinteractive.com/training. All support provided within the Cloud Software Service fee is remote unless stated. Onsite support can be provided for an additional fee. See specific listings/pricing/service definition documents for more details.

User support

Email or online ticketing support
Email or online ticketing
Support response times
Support response will vary in line with the Software Service purchased and the incident severity/nature. Responses from 30 mins to 4 hours. UK-based service helpdesk open 8am to 6pm Monday to Friday excluding Bank holidays for emails, calls, web chat where applicable. Online ticketing available 24/7/365. Hosting Monitoring provided 24/7/365. Please refer to detailed support SLAs in the GOSS Service Definition documents.
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
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
WCAG 2.1 AA or EN 301 549
Web chat accessibility testing
Internal QA testing
Support levels
The GOSS Support provided within the GOSS Cloud Software Service fee may include:
- Service monitoring and maintenance by a team of dedicated Network Support Engineers, maintaining and supporting the hosting infrastructure 24/7/365.
- Updates as required by new software releases
- Dependant upon the software service level purchased, user support will be provided for GOSS-trained users by either (1) online 24/7/365 ticketing, (2) office hours webchat, (3) office hours email, (4) office hours Help Desk support, or a combination of these. Incidents are allocated a priority level appropriate to the incident/issue and responded to accordingly - please see GOSS service definition for further details.
Where applicable, a dedicated Client Support Technician is allocated , however all help desk staff are trained to support all clients. An Account Manager is allocated to each GOSS client and will be in regular contact, ensuring ongoing customer satisfaction. Support upgrades and additional support and consultancy can be provided based on a day rate or service increase if required. Please refer to the GOSS pricing and service definition documents.

Resellers

Supplier type
Not a reseller

Staff security

Staff security clearance
Conforms to BS7858:2012
Government security clearance
Up to Developed Vetting (DV)

Pricing

Price
£250 to £6,600 a unit
Discount for educational organisations
No

Service documents

Request an accessible format
If you use assistive technology (such as a screen reader) and need versions of these documents in a more accessible format, email the supplier at enquiries@gossinteractive.com. Tell them what format you need. It will help if you say what assistive technology you use.