Service Description, G-Cloud Services Social Media Monitoring and Engagement

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1 60 Great Portland Street London W1W 7RT T: +44 (0) F: +44 (0) Service Description, G-Cloud Services Social Media Monitoring and Engagement Engine is made up of The Engine Group Limited, a limited company registered in England & Wales with registered number and Engine Partners UK LLP,a limited liability partnership registered in England & Wales with registered number OC365812, together with their subsidiaries. Registered office 60 Great Portland Street, London, W1W 7RT. List of members of Engine Partners UK LLP open for inspection at registered office

2 Social Media Monitoring and Engagement Overview of the G-Cloud Service Engine s is one of the UK s leading agencies in social media, with 130 experts, in house, covering all areas of social media activity including: Social media PR and influencing (e.g. blogger engagement); Community managers (in Facebook, twitter or on niche platforms for e.g. music, fashion, entertainment); Buzz monitors and researchers, social media engagement experts (moderators, facilitators, mobile experts; and A range of web and app developers, analytics experts, content specialists and other technical specialists Engine has a strong track record of public sector engagement in social media. For example, we have built and managed a number of consultation hubs for Department for Education, delivering over 200,000 social media impressions and we brought social communities to the fore in health service consultations with, engaging with nearly 100,000 people through social media in a review of services across Northamptonshire, Bedford, Milton Keynes and Luton. We have engaged with teachers over their pay & conditions, using TES Connect and built workforce engagement platforms for the DoH (Centre for Workforce Intelligence) and built the WELL, an information dissemination portal for Serco in Walsall with social media elements. For Businesslink, we built the Growth Improvement Service, a portal integrated with LinkedIn and with commenting, feedback and rating functionality. G-Cloud VI 2 Engine Partners UK LLP

3 G-Cloud Service Descriptions: Social Media Monitoring & Engagement In our work for the Department for Education, we created a series of 36 online films about parenting, designed as viral content to be distributed through social media channels such as Facebook, YouTube and other online communities. The films were seen but more than 500,000 people during the project. Figure 1: "Wayne's Story", for DfE, on being a single father. The film won two awards and secured 100,000 online views In the private sector, we have delivered tangible business results: 2m incremental sales for Next from Facebook modelling competition 1m+ videos viewed of Samsung s product review For Renault, reduced negative comments from 53% to 16% through online engagement For RBS, built and delivered the Six Nations app, leading to +100,000 mobile downloads For Budweiser, developed a Football on Facebook initiative streaming the FA Cup over Facebook, leading to 150,000 new fans We provide a full end-to-end service for our clients, including: Strategy what does social media mean to our organisation, how will it change our service, our channels for delivering it and our relationship with our customer? Operations now that we understand what we want social media to do, what skills and capabilities do we need, what systems and processes and what new commercial agreements must be put in place? Tactics how will we use our new capabilities most effectively in the short/medium run? How can we ensure that we adapt our tactics constantly which is required in the fast-moving social media world Why Engine Engine is one of the UK s largest independent multi-disciplinary communications agencies. We bring extensive expertise in conceiving, designing, delivering and launching new multichannel services. We combine innovation, creativity and rigour, to ensure services are relevant to a rapidly changing world. G-Cloud VI 3 Engine Partners UK LLP

4 We combine the rigour of a consultancy with the creativity of an agency. We have built a reputation for offering clients a unique combination of fresh thinking, specialist knowledge and a pragmatic approach. We bring: Best-in-class Experts in multichannel design and delivery devising, creating and launching services that embrace new technologies. Combining in-depth knowledge with flexible, pragmatic approaches with a focus on outcomes, not outputs. Extensive experience Innovative approaches Brilliant specialists working together Engine is ranked number 4 among the UK s leading digital companies. We have delivered a wide range of digital projects across public and private sectors, e.g. search directories for childcare, mobile healthcare, multi-channel banking, mobile retail and government digital services We are leaders in User-Centred Design, Agile Development and Open Source technologies, bringing rapid, iterative approaches to creating new services, placing customers and users at the heart of every design so services meet needs most effectively. In the UK, Engine brings together 11 specialist agencies and more than 700 experts under one roof, inspiring the best collaboration between different specialists and enabling clients to tap into any of Engine s full range of communication disciplines. As one of the UK s top five digital communication businesses, we have access to over 400 digital specialists, including: 71 Developers, including PHP, Ruby, Java and.net expertise 77 Designers, creatives and front-end developers 130 Social Media specialists 98 Digital and UX strategists 55 Project and Account Managers 24 Mobile Specialists G-Cloud VI 4 Engine Partners UK LLP

5 Service Parameters Information assurance: Engine has designed and implemented systems up to and including IL3. We are also certified to ISO27001 Information Security standards. We are also currently under going certification for ISO27003 and are able to adjust our approach and to work with partners and clients up to any level required. Due to the nature of our projects, a number of our team have security clearance. Level of backup/restore and disaster recovery: Engine can provide full back-up and disaster recovery functionality for the development work, should the client so require. We can either provide this via hosting partners or via cloud services. All development servers and code are imaged typically every hour and secured to remote location. Periodically we take physical back-ups and can either store these through one of our existing contracts or using the client s preferred supplier On-boarding and Off-boarding processes/scope: Engine strives to provide a seamless process for engaging with clients and transferring knowledge. Our development process includes an initial Sprint 0, which is intended to mobilise the Engine project team, develop the agreed working procedures with the client team and clearly define the desired project outcomes. Our preferred model is to co-locate our teams with the client and to work collaboratively. In addition we will provide documented System Architecture documents that outline the logical and physical characteristics of the systems and covers areas such as: Key systems components Interfaces Version / Configuration Management Security User Management Pricing: We have provided a completed SFIA Rate Card with this G-Cloud submission Service management details: The management of the system is typically managed under a separate contract. However the system s operating characteristics, alerting and instrumentation are key considerations in the development of the platform. Our central aspect of our approach is to consider these requirements in the system design and in line with best practice, provide a System Architecture document that supports the acceptance into service process. G-Cloud VI 5 Engine Partners UK LLP

6 Service constraints: Engine will normally be building solutions specific to client requirements and specifications. Therefore we normally work within the client s constraints. Service Levels: Engine will normally be building specific client solutions to their specifications and therefore we normally work to agree service levels defined as part of the development of the platform. Financial recompense model for not meeting service levels: See Service Levels. Training: This is normally part of the delivery process and is separately agreed with the customer, depending on need and available budgets. Ordering and invoicing process: See Terms and Conditions. Termination terms: By consumers (i.e. consumption): N/A By the Supplier (removal of the G-Cloud Service): as per terms and conditions Data restoration / service migration: N/A Consumer responsibilities: N/A Technical requirements: Engine will normally be building specific client solutions to their specifications and therefore we normally define the technical platform requirements as part of the development of the platform. Details of any trial service available: Our preferred approach is to build solutions from prototypes to end solutions and use extensive customer / consumer input. We do not offer off the shelf trial solutions and normally build to the client s requirements. G-Cloud VI 6 Engine Partners UK LLP

7 Other G-Cloud services available: Business Change & Transformation Content Design and Development Digital Strategy Mobile Development Project and Programme Management Digital Innovation & Prototyping User Experience Software Development Business Analysis (including User Story drafting) Project Specification and Selection Design and Development Enterprise Architecture Service and Systems Integration ediscovery G-Cloud VI 7 Engine Partners UK LLP