As part of our commitment to ongoing product and service improvement, we regularly gather feedback from our clients and their beneficiaries. Clients are able to submit suggestions for new features and changes to the platform.
Annual Review meetings
Annual review meetings are held between you (the customer) and your nominated Made Open Account Manager. These meetings are held face to face in person or online. At these meetings we gather feedback and review progress against key performance indicators. Meeting minutes are taken at every review meeting and tasks / actions are created.
Customer Service Portal
You (the customer) has access to Made Open's service portal for ongoing customer support. You can use the portal to record any bugs identified, issues or add requests for improvements. Bugs and issues reported are dealth with by our team in accordance with the terms outlined in your service level agreement.
Client surveys
We send a yearly survey to all our platform clients. All feedback is analysed by our leadership team and discussed with our design and development team. Suggested improvements are then added to the long term product development roadmap or backlog.
Made Open network / webinars
We encourage all our customers to sign up to be part of the Made Open innovation network. We use our Made Open platform to encourage the sharing of knowledge, ideas and good practice between all our customers. We run regular webinars where we invite Made Open members to provide feedback and share stories of success in an open and trusted environment.
Impact reporting
Platform reporting, user feedback and website statistics help us gather feedback and understand the impact of our platform of the community.
Impact reporting is presented to our customers via quarterly member engagement report and access to data / stats / google analytics at any time via the CMS. Please refer to the section above re: stats and data for further information about how we present platform impact data to our customers.
In addition, all platforms are linked to Google analytics for further intelligence relation to site visits, demographics, popular pages, where users are coming from etc.
1. Testing of major improvements and new features (prior to go live)
Where external (or client) user testing is a requirement during development of a new feature or improvement, we make a beta test site available for a period of time. We provide instructions to our clients and external testers so that we can capture feedback using real-time screen recording software.
2. Access to a test site for training and testing purposes (after go live)
Our live ‘demonstration’ platform is available for all our clients and their users to test out platform features and functionality. This platform is on our live server environment and it includes all the features and functionality available on Made Open.
Made Open are the administrators of this platform and therefore are responsible for data control, member moderation and approving activities.
We are able to give clients community admin level CMS access upon request. However, clients will not be able to view member data on this platform due to GDPR information sharing law.
The demonstration site is mainly used to show end users how they can use all the functionality available on a Made Open community platform.
You can access our live demonstration site here: http://demonstration.madeopen.co.uk
As a small, self-funded business, collaboration with our clients has been key to our growth. Your feedback as customers, coordinators and users has shaped every decision we make. Items on our road map are subject to an internal scoring method to help us determine the priority for development sprints. We score future tasks based on a variety of questions:
- Will it improve the user experience?
- Does it help us achieve our vision for creating social impact in communities?
- Will it benefit all our platform customers?
- Is it a priority of the platform owner?
- Does the customer requesting it have available budget for this change?
- Will not doing it prevent communities from being successful?
- Will it improve the speed and reliability of our software?
- Is not doing it increasing our chances of losing a client?
- Will it automate something that is manual?
- Do we have the skills and resources to do it?
We strive to provide you with the best platform and service for your community. However we do understand that sometimes you may have a change in strategy or there may be other external factors that result in you needing to close down your platform and end your software licence with us.
We do not charge for closing down platforms that you do not wish to continue with at the end of your contract term. However, we do charge a small fee of £100 to close down a platform if you serve an early notice period. Please refer to your Whitelabel Agreement for more information about notice periods.
As data controllers of your community, you are responsible for protecting and preserving the data added by you and your members. As data processors, we have a duty to export and securely provide all member generated data to you if you wish to stop using our software.
Here are the steps we will follow for closing down you platform.
Step 1. Agree date of closure
Customer to inform Made Open of your intention and agree a date of closure. Note: we require a minimum of 2 week’s notice to schedule in the close down work.
Step 2. Inform members
Customer to prepare and send a mass message all members, informing them that their site will be closing down on the agreed date. Members should be given at least a week’s notice period to close their account on the platform prior to close down. Members can close their account via their personal dashboard.
Note: if you are transferring your community members to another software provider, you will be required to inform them of your plans, explain who (if any) software provider will have access to their data and give them to option to ‘opt out’ of the data transfer.
Step 3. Close platform
Made Open will close your platform on the agreed date. If your platform is managed by one of our Strategic Partners, it will also be removed from their strategic partner CMS dashboard.
Step 4. Export and send data
Made Open will extract your platform data and send a secure zip file to an agreed single point of contact. Note: The raw member and activity data will be sent as separate CSV files and will vary in complexity depending on what features and functionality you had on your platform. Made Open are unable to export images that have been added to activities.
Yes!
Currently, our platform defaults to English language but allows for any (left to right) alternative language to be added.
Platform allows for two languages. This adds a huge degree of versatility to our platform as a global product. Each platform can be easily edited by our clients on a day-to-day basis.
Yes!
- Visit your private dashboard.
- Locate your 'settings' page using the left hand dashboard menu.
- Scroll down and find the default language options.
- Click the drop down and select the language you'd like as your default.
- Everytime you sign in to your platform, your preferred language will now be preset.
Platform data, page content and statistic reports can be viewed by platform admins via their secure content management system.
Depending on their level of access, platform administrators can log in to their platform and select ‘stats’ on the left hand menu. Pages for different types of stats are available depending on what features you have enabled on your platform.
Some data can be download as a CSV file from your CMS dashboard.
Please see the question about closing down your platform to obtain exports of all user generated data on your platform.
Types of stats reports available via the CMS include:
- Activity stats
- Volunteer stats
- Timebank stats
- Project team stats
- Goals stats
- Ideas stats
- Conversation stats
All activity data (listings, events, volunteering opportunities, ideas etc) can be viewed under the ‘Activities’ tab in the CMS. Here you can view all live, draft, expired and deleted activities. Here you can see how many activities there are and when they were submitted.
Search and filter data
Within the ‘Filter management’ area of the CMS, administrators can view data relating to search tags – for example, you can look at any given filter category list and view stats for how many activities and members have been tagged to that filter.
Member data
The member management area of the CMS displays all members data included any additional (custom form data) that the member may have submitted.
Within the member management area, administrators can perform quick searches to find people and filters. For example, show timebank members only, show members by user type, show members joined by date order etc. You can also view members registered within a given time frame.
In addition to member management views in the CMS, we provide a quarterly ‘member engagement’ platform report to show information related to user engagement.
This spreadsheet includes raw member and platform data and shows meaningful member interactions with date / time stamps.
For example:
- How members have registered over a time period
- How many members have different account types
- How many members have completed their profiles
- How many members have connections
- How many member have added activities or participated in activities
- How many members have pledged to volunteer
- How many members have joined the timebank
- How many members have supported campaigns
- How many members have joined teams
No, user content won't automatically be bilingual. Some users add their content bilingually, some don't.
Registering to join the timebank is a separate form within the members dashboard (e.g. post-registration). This allows the platform admins to conduct an extra safeguarding checks on members. Once approved, members can use the timebank to exchange time and skills with other timebank members.
We recommend platform owners capture the following data for basic safeguarding checks:
- Name
- Surname
- Date of birth
- Address
- Phone number
- DBS number
- Reference 1 – name, email address and phone number
- Reference 2 – name, email address and phone number
However, many of our clients have their own safeguarding processes to follow and may choose to create their own set of questions. Some platform owners decide to award a badge for different levels of safeguarding eg: "reference checked timebanker" or "DBS checked timebankers"
Please speak to Made Open during the set up phase to ensure that the timebank joining form captures all the data you need.
- Your members will have to agree to the terms and conditions of the platform when they register for an account. Members are prompted to register to participate in any interactive features on the platform - such as adding a listing or responding to a volunteering opportunity.
- Once registered, safeguarding for members is the responsibility of the platform administrator.
- If a safeguarding issue cannot be escalated within the administration team, your nominated individual can seek the advice of Made Open.
- This means that reviewing your organisation's safeguarding proceedure is a fundamental part of setting up your online platform.
The standard order of escalation is as follows:
1) Before raising a safeguarding concern
See it - Recognise what you are seeing/hearing/reading may be potential abuse or neglect.
Talk to the person - Make safeguarding personal: share your concerns with the person. Ask them what they want to happen.
Make a judgement - Have regard to the person’s wishes and views, consider their mental capacity, level of risk, gather information from other sources, details of who else may need to be informed. What options are open to you? Do you need to take advice? In an emergency ring 999.
2) Raise a safeguarding concern
Order of escalation - Platform members wishing to report a concern can do so using the form provided on your platform’s ‘Contact’ page.
Messages will be sent to the designated Head of Safeguarding from the platform who will identify an appropriate strategy to take to resolve or escalate the concern within 48 hours.