Scroll LLP

Content strategy for Cloud services and Government as a Platform (GaaP)

Rahel Anne Bailie, Scroll’s Head of Content Strategy, is a senior content strategist at the forefront of the field internationally. She teaches on our courses and at FH Joanneum (Graz) on the Content Strategy Masters Programme. Our content strategists are all trained in her methodology.


  • Content inventories and tailored audits
  • Translating user research and other data into user-centred content strategy
  • Developing a strategy that meets both user and business needs
  • Applying GDS design principles to digital services content
  • Understanding the wider content ecosystem
  • Appreciation of Government as a Platform thinking
  • Advocating for the user and managing complex stakeholder relationships
  • Combining technical understanding with editorial expertise
  • Building strategies from evidence-based user needs and personas
  • Agile content production and management across all channels and platforms


  • Skilled, experienced content strategists
  • Co-located with your team
  • Collaborative approach with team, stakeholders and users
  • Agile working across multidisciplinary teams
  • Legacy of skills and capabilities remains with your team
  • Developing services, tools and content based on user needs
  • Additional capacity and skills available from within Scroll if needed
  • Tried and tested methodology
  • Content strategy integrates with wider digital strategy


£715 to £990 per person per day

  • Education pricing available

Service documents

G-Cloud 9


Scroll LLP

Hetty Meyric Hughes



Planning service No


Training service provided No

Setup and migration

Setup and migration
Setup or migration service available Yes
How the setup or migration service works We have gained wide experience of managing and producing high volumes of content through migration processes with various levels of editorial intervention. Scroll has redesigned content for the flagship GOV.UK launch, merged dozens of websites into a single architecture, recrafting content to fit user needs and the new site design. We have over 12 years’ experience advising on content migration across government.
Setup or migration service is for specific cloud services No

Quality assurance and performance testing

Quality assurance and performance testing
Quality assurance and performance testing service Yes
How the quality assurance and performance testing works Scroll doesn’t offer performance testing in a technical sense, but we do offer quality assurance, 2i and content governance tailored to a particular organisation or project.

Services include:

- Quality assurance strategy - if quality assurance isn’t in place, Scroll can develop a strategy that fits with your organisation. We can set up 2i processes (including training and mentoring), content performance monitoring, and tone of voice and style guidelines.

- 2i - we can set up and quality assure 2i via regular meetings of 2i teams, discussing any trends or recurrent problems with content coming through 2i and addressing these (eg via buddying, mentoring or content workshops). This ensures 2i is robust and effective.

- Content governance - we can set up content governance systems that work for your organisation or project. We normally do this at the start of a project so all content created meets agreed benchmarks. Governance includes 2i quality checks, regular checks for factual accuracy, clear ownership of content and making sure content is up-to-date. We also define success metrics as part of the content governance system; this lets us regularly monitor and iterate content to make sure it is meeting users’ needs.

Security testing

Security testing
Security testing service No

Ongoing support

Ongoing support
Ongoing support service No

Service scope

Service scope
Service constraints None.

User support

User support
Email or online ticketing support Email or online ticketing
Support response times The same working day if received by noon; by 10am the next working day otherwise; by 10am on the Monday morning for requests received over the weekend.
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 Web chat
Web chat support availability 9 to 5 (UK time), Monday to Friday
Web chat support accessibility standard WCAG 2.0 A
Web chat accessibility testing Web chat is one of the many methods our clients can use to get in touch with us. It’s an especially useful tool for mentoring, when people need quick advice or reassurance. We also use it to be responsive to contracts that involve urgent requests to carry out work within very short time-frames.
Support levels One of the Scroll partners was formerly Head of Content Design at GDS, so we can offer free, ad-hoc, first-class support and advice to clients: we’re just a phone call away if you have any questions. If you need greater levels of support, we offer a call-off contract for content support post-launch. We can also provide mentoring by Google Hangout, Skype or email , and on-site face-to-face training for BAU teams. These extra levels of support would involve an additional fee.


Supplier type Not a reseller

Staff security

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


Price £715 to £990 per person per day
Discount for educational organisations Yes


Pricing document View uploaded document
Skills Framework for the Information Age rate card View uploaded document
Service definition document View uploaded document
Terms and conditions document View uploaded document
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