Frequently Asked Questions

How is it used?

Our clients use the Engagement Hub platform for many different purposes.

Some examples of the types of projects our clients are engaging on include:

  • Legislation and Policy Reviews
  • Industry and Professional Membership Engagement
  • Place-Making, Urban Design and Strategic Planning
  • Major Infrastructure and Transport
  • Committee and Volunteer Management
  • Citizen Panels and Community Reference Groups
  • Student and Youth Engagement
  • Property Development 
  • Environmental including Coastal Hazard, Flooding and EEC
  • Park and Recreation Upgrades and Developments
  • Participatory Budgeting
  • Employee Engagement
  • Market and Consumer Research
  • And many more

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 'closed' engagement for employees, industry, committees, citizen panels and more.

It is super easy to invite your stakeholder groups to a private project.

Engagement Hub is used to engage a great diversity of audiences. Some examples of the audiences our clients engage with are:

  • Community
  • Stakeholder
  • Employee
  • Mobile Workforce
  • Remote Workforce
  • Board of Directors
  • Members and Partners
  • Clients and Sponsors
  • Parents and Students
  • Players and Administration

Of course!

The Engagement Hub team would be delighted to do an online demonstration at a time that suits you. CONTACT US to arrange a time.

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

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

Getting Started

Our amazing development team have developed Engagement Hub to be incredibly easy to navigate and rich documentation/videos are available to assist clients in establishing their portals. However, most clients elect to have our team fully prepare their site for a modest fee of $AUD1400+GST.

Once you have requested a 30 day free trial, your site will be approved within 4 hours, but usually much sooner!

On approval of your 30 day free trial, one of our team members will be in touch to provide you with guidance and better understand your needs.

Engagement Hub offers two different support packages:

1. Standard Support Package includes:

  • 24/7 Help Desk Team for technical assistance
  • Two Hour Screen Share Meeting / Training to assist your team in getting started
  • Pre-launch Platform and Project Review
  • Ongoing collaboration of new features and functionality
  • Access to online resources including instruction manuals, tips, image library etc One hour of virtual training and/or advice per month

2. White Glove Service Package includes:

  • All elements of the Standard Support Package
  • Two hours of additional pre-launch training
  • Ongoing review of your site and projects
  • A dedicated Stakeholder Engagement Strategist to provide you with eight hours of service per month.The service provided is based on client needs at any stage and typically includes a mix of: management and updating of your site, creating new projects/consultations, independent moderation when commenting tools are being utilised, providing strategic advice on your online consultations, compiling reports on your consultations.

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.

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. Enter your desired URL into the form and once your site has been activated, our team will email you the requirements for DNS configurations. The process is simple and it won't be long and you will be engaging from your own URL. 

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

Any organisation is entitled to trial the site for 30 days to ensure it meets their needs. The trial period is only for your own internal testing and not for 'live' consultations. We encourage all potential clients to contact us to discuss their objectives.

Security and Compliance

No, the platform is 100% securely hosted in the cloud from our data centre 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 software development of the platform and in post QA testing we ensure WCAG is 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 uses Google Translate for your visitors to read the content in their native language. There are more than 100 languages for your visitors to select from. 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 it's 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 v4.3 in August 2019. The majority of development for the past two years is client driven – 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 love turning our clients' ideas into a reality for the benefit of all clients.

The Engagement Hub Team are committed to keeping the platform at the cutting edge of online engagement. We are very responsive to our client's suggestions and needs.

 

Pricing

Engagement Hub is affordable to all organsiations.

Engagement Hub is available to you for a one-off project, limited annual subscription or an unlimited annual subscription. 

Contact us today for a quote. 

Our pricing structure is available on a one-off project basis 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.

Our SLA is 4 hours.

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

1. Standard Support Package includes:

  • 24/7 Help Desk Team for technical assistance
  • Two Hour Screen Share Meeting / Training to assist your team in getting started
  • Pre-launch Platform and Project Review
  • Ongoing collaboration of new features and functionality
  • Access to online resources including instruction manuals, tips, image library etc one hour of virtual training and/or advice per month

2. White Glove Service Package includes:

  • All elements of the Standard Support Package
  • Two hours of additional pre-launch training
  • Ongoing review of your site and projects
  • A dedicated Stakeholder Engagement Strategist to provide you with eight hours of service per month.The service provided is based on client needs at any stage and typically includes a mix of: management and updating of your site, creating new projects/consultations, independent moderation when commenting tools are being utilised, providing strategic advice on your online consultations, compiling reports on your consultations.

All clients receive substantial screen sharing training. Please refer to the support options.

Please contact us for a quote for  in-house training.

Despite the platform being incredibly easy to use, we understand time and resourcing constraints are real, therefore we offer the following services to Engagement Hub clients at a very affordable flat rate:

  • Platform Set Up – within 3 days of ordering
  • Consultation Project set up – within 7 days of ordering. This includes advice on which widgets to use during the consultation lifecycle
  • 5 day fast track implementation and launch package including: 2 x ½ day training; Engagement Policy and Framework Development; and, Development of Communications and Engagement Strategy for one project
  • 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 and community engagement services.