Frequently Asked Questions

How is it used?

Our clients use the platform in a diversity of ways. Some examples include:

  • Community Consultation in relation to strategy development, infrastructure projects, city centre and main street developments, parks and facilities upgrades, economic and community development and more.
  • Stakeholder Engagement in relation to change management, financial commitments, strategic review, product development and many more.
  • Employee Engagement as a tool for employee surveying for levels and benchmarking, staff feedback, internal communications, innovation and ideas generation, feedback and reporting and many more.

In the short time since we launched in early 2016, Engagement Hub has been embraced by a wide variety of organisations across many industry sectors. Some of these sectors include:

  • Government
  • Construction
  • Private Sector
  • Property Development
  • Education
  • Health
  • Advocacy
  • Research
  • Not-For-Profit

Engagement Hub offers the flexibility of public and private projects, so it is perfect for internal or closed group engagement.

A number of our current clients use Engagement Hub exclusively for internal engagement.

The survey widget is perfect for measuring your staff engagement levels and understanding key issues within your organisation.

Because Engagement Hub is so cost effective, you can run the survey as regularly as needed for more timely tracking and reporting.

Getting Started

Yes, we would be delighted to assist you to set up your site. Our team will undertake the branding, creation of registration form, default pages and imagery. This attracts a modest additional cost and is completed within three business days

Most of our clients are able to begin engaging with their new Engagement Hub site within one week.

Yes. Once you have successfully subscribed or registered a trial account, we will email you a user manual which includes a cheat sheet. We also have a suite of instructional videos for each aspect of the software.

Yes, Engagement Hub allows you to make your project either public or private. If you choose a project to be private, only people you invite to participate will be able to see the project. Public projects are available to everyone.

We have a great demonstration site which allows you to see how the software platform will work for your needs.

Just email us and we will also provide you with the administrator login details, so you can explore how easy the dashboard is!

Yes, the logo, images and colours are all able to be determined by you to brand the site and create seamless integration with your existing website.

Yes, you can use your own URL. Our team will require access to your domain DNS to configure.

No, our licencing (subscription) is per organisation with unlimited project administrators.

Security and Compliance

No, the platform is 100% securely hosted in the cloud from our data centres based in Sydney, Australia. Engagement Hub uses Juniper Powered networks and Dell Enterprise servers.

Engagement Hub is securely hosted in our Sydney, Australia data centre.

Some key features:

  • SSL/TLS Encryption: SSL is installed on our server so client’s sites are encrypted.
  • User Authentication: Every super admin, project admin and registered user (participant) have a unique username and password which they must verify via an email verification process prior to the approval of their account.
  • Users Sign In and Data Encryption: Engagement Hub uses the trust-based highly secure CakePHP’s AuthComponent. Our libraries build any password hash from the combination of its own security hash and security salt. After encryption, it creates 60 characters password hash that cannot be decrypted.
  • Testing: Software development additions and changes are verified in an isolated test “sandbox” environment and subject to functional and security testing prior to deployment to live software.
  • Firewall: Firewall restricts access to all ports except 80 (http) and 443 (https).
  • Patching: Latest security patches are applied to all operating system and application files to mitigate newly discovered vulnerabilities.
  • Access Control: Secure VPN, multifactor authentication, and role-based access is enforced for systems management by authorised engineering staff.

Contact us for a copy of our Security and Compliance Statement.

Yes. Throughout the development of the platform and in post testing we ensured these requirements were met.

Accessibility and Language

  • Tested for WCAG 2.0 Level AA
  • Tested for screen reader users and keyboard access
  • Language Translator for backend and visitors
  • Profanity Filter Built-In

Yes, the platform using Google Translate for your visitors to read the content in the native language. Additionally, your portal can be set up in your preferred language.

Moderation

Engagement Hub has an excellent built-in profanity filter and offers three levels of moderation:

  1. Open Moderation – open, free conversation flows with open moderation. Perfect for non-contentious engagements!
  2. Administrator Moderation – activate moderation to allow administrators to review and approve comments, posts and ideas prior to publishing.
  3. Third Party Moderation – keep an arm’s-length from the moderation process by having the Engagement Hub Team moderate the project for you. A modest fee applies, however you only pay for the period and project you need it for, so its super economical.

Development Roadmap

Engagement Hub is dynamic. While the core functionality of Engagement Hub doesn’t change, to ensure you have access to the latest tools and trends, we are continually developing Engagement Hub.

Our Development Team have recently deployed Engagement Hub v2.01 in August 2017. This update is a 100% client driven idea – yes … we have amazing clients!

We are committed to ongoing R&D investment and encourage our clients to also share their wish lists! Our development team work really hard to make our clients ideas a reality for the benefit of all clients.

Pricing

Prior to the deployment of the platform in March 2016, we liaised with many other community and stakeholder engagement practitioners and our consultancy clients, and have developed a pricing structure to respond to different organisational needs and sizes.

The platform is very affordable with organisations across government, corporate and the not-for-profit sector using it.

Contact us today for a copy of the pricing schedule. You will be surprised at the affordability!

Our pricing structure is available on a monthly or annual subscription basis. We also offer three year subscriptions at a substantial discount.

Support and Assistance

24/7 support is provided through our online ticketing system.

We usually respond pretty quickly, but we guarantee a response within 24 hours, Monday – Friday 10am – 6pm GMT+10 time

We are passionate about our clients achieving successful outcomes so we provide ongoing support through:

  • Option for our team to set up your portal with your branding
  • A dedicated account manager
  • Access to our Stakeholder Engagement Toolkit series
  • Opportunity to join and network with our online community at community.engagementhub.com.au

For more information on the support we provide, please visit Support and Advice.

We have developed the software to be as user friendly as possible and provide a detailed (with many screenshots) User Manual to all clients. Instructional videos are also provided.

Additionally, we host subscriber user group and information sessions, at no cost throughout Australia and New Zealand on designated dates.

Should you require in-house training, we would be delighted to provide a quote to satisfy your needs!

Despite the platform being incredibly easy to use, we understand time constraints of our clients, therefore offer the following services to Engagement Hub clients at a very affordable flat rate.

  • Platform Set Up – within 3 days of ordering
  • Consultation Page set up – within 7 days on ordering. This includes advice on which widgets to use during the consultation lifecycle
  • Online consultation management – our team can manage your consultation for its duration
  • Communications and Engagement Strategy development for individual projects – we endeavour to develop these strategies within a 2 to 4 week timeframe

Our consultancy arm provides full service stakeholder engagement services.