This article relates to COVID-19 and, specifically, our company approach to the pandemic. It hopefully provides a little more information so you can be assured that our normal processes and service remain in place.
Our business is continuing as usual. Delib has an established business continuity plan which is assessed as part of our ISO27001 accreditation. Some of the plans and mitigations in this article can and would be applied in the event of other business continuity issues, but here relate to COVID-19.
While restrictions are lifting in some regions, this is not the case everywhere and the situation may change again. Our main focus remains on protecting our colleagues and customers and preventing the spread of illness. We continue to follow the news and updates regarding COVID-19 from the World Health Organisation (WHO) and the UK, Australia, and New Zealand Governments - as this is where our staff are based.
Support for customers
Support for customers needing answers to questions is provided via our online Knowledge Base (this website), by submitting a support ticket, and via phone. These ways of contacting us or finding information are all available as normal.
Any users of Citizen Space, Dialogue or Simulator sites (either as administrators or visitors to the site) are able to continue accessing these as usual via their web browser in any location, as these are cloud-based websites which only require an internet connection in order to be used.
Citizen Space, Dialogue and Simulator sites are run and managed day-to-day by customer organisations, with Delib acting as data processor / software provider to maintain the underlying provision of the service.
For customers in the UK and EU — sites are run on individual, dedicated servers hosted in a Rackspace datacentre in the UK. Rackspace is also ISO27001 accredited and therefore its business continuity plan will have been assessed as part of that accreditation.
For customers in Australia — sites are run on individual, dedicated servers hosted in either a Rackspace datacentre in Australia, or in a Rackcorp datacentre in Australia. Rackspace and Rackcorp are also ISO27001 accredited and therefore business continuity plans will have been assessed as part of that accreditation
For customers in New Zealand — sites are run on individual, dedicated servers hosted in either a Catalyst datacentre in New Zealand or a Rackcorp datacentre in New Zealand. Catalyst and Rackcorp are also ISO27001 accredited and therefore business continuity plans will have been assessed as part of that accreditation
For customers in the USA and Canada — sites are run on individual, dedicated servers hosted by either Rackspace in the U.S, or Digital Ocean and OVH in Canada (depending on where each customer is based). These organisations are all ISO27001 accredited and therefore their business continuity plans will have been assessed as part of that accreditation
Sites are backed up hourly. Backups contain all the user data and system configuration needed for us to restore a site in the event of any critical issue. If a critical issue on your site(s) should occur, this restoration can be done by Delib engineering staff from any location over a secure connection.
Events, meetings and training sessions
The guidance around meeting in person varies across different countries. In areas where it’s not advisable to meet in person, we’ve either postponed events or moved them online (such as holding virtual user groups).
With agreement from our customers, we have been running meetings, training and consultancy remotely. Despite some restrictions lifting, we recognise that many people want to take the opportunity to reduce the amount of travel - and certainly flights - they take, so the option to choose remote sessions will remain even when we can all meet again in person.
Face-to-face meetings, events and training/consultancy will return as an option when restrictions are fully lifted and only if all attendees feel comfortable doing so.
Distributed working and Delib HQ
Everyone in Delib is set up to work from home/remotely and - like many technology businesses - we are maintaining a more distributed way of working to fit in better with people’s preferences around how and where they wish to work. Our office HQ in Bristol, UK is back open for anyone who’d prefer to work from there, with guidelines around social distancing and restricted access in place.
Prior to the pandemic, Delib team members regularly worked either from home or other locations, so this way of working was not unusual for us anyway, but we’ve made improvements in the past year - bringing in additional tools to our suite of remote working software, which have allowed us to have even more flexibility and back-up options where needed.
Higher than normal sickness in Delib
If any member of the Delib team becomes unwell, they will be following the guidance of the national health authorities and government in their location.
In the event of escalating sickness within Delib, the Delib operating board will review and make decisions to assign responsibility within the global team so that we can still answer customer queries in each territory and deliver on our Service Level commitments.
This is still a fluid global situation, and we’ll continue to keep ourselves up to date with the guidance coming from authorities wherever we have staff and customers. This article will be updated with any further changes as they happen.
We hope that all our colleagues working across the world in public service and their families and friends are staying safe and well, and we will continue to support you as always.
Last reviewed 11th August 2021