Central to our mission is a deep interest and commitment to working with others in developing our capacity as a sector to enhance service provision, impact and the outcomes that charities provide.

We do this through a variety of collaborative engagements such as our partnership with
  • Community of Learning
  • Co-Design of applications
  • Impact Exchange
  • Our investment in solutions that support information exchange between all stakeholders involved in the service delivery chain


Many staff in many charities struggle with similar challenges when it comes to managing information.

Having built solutions for hundreds of charities we have discovered a wealth of skill and information within the charitable community.

The way to harness this resource is to bring groups with similar challenges together and focus on solutions that have already been found.

ENCLUDE Training Courses

carmichaelWe bring this groups together each month at the Carmichael Centre. Sessions focus on themes and roles:
  • Managers needing new reports
  • Systems administrators wanting to understand security and make changes
  • Fundraisers and admin staff wanting mass communication
  • CEO’s to look at data protection and HR

We also bring groups together around themes, to look at client assessment for addiction services or outcome measurement in homeless or management of large volume of documents, integration of Website and CRM or CRM and financial accounting system.


As well as coming together to learn, there is also the need to support individual staff with particular issues. The first port of call is the collective knowledge base of “how to” information, developed in the community. The next source of support is your peers whom you met through the community of learning, but there may still be the need for help from a system expert at the end of the phone or on email.

Once you have implemented a CRM system, you will need to dedicate a certain amount of effort to keep it running smoothly. You are also likely to have a need for occasional small changes to the system to ensure that it remains a useful tool for the organization.   However, in most non-profit organisations, the job of administering the CRM system is just one role among many performed by the system administrator.   So you are likely to find yourself needing occasional assistance with system administration-related tasks, or for building some more complex reports.

The membership programme allows you to avail of occasional support as you need it. At present the main request mechanism is via email, though a phone line is available for urgent issues. The types of support request we receive range in complexity from simple queries on how to add a value to a pick list or set up a new user, to more complex queries on reporting, to trouble-shooting security-related issues if a user cannot see a record they are expected to have access to. We also assist where necessary with adding small configuration requirements such as adding new fields or setting up new workflow rules. More complex changes that require an analysis of system requirements are generally handled outside of the scope for membership.

The cost of membership is based on the estimated time we will spend supporting you, which is usually dependent on the complexity of your system. If the support time over a given year exceeds what was estimated, we may ask you to top up your support payment accordingly.


We apply an engineering systems approach to the management of information and strongly discourages ad hoc and spot IT solutions to individual function needs.

We have accumulated substantial intellectual property (held in trust) from our engagement with fellow charities working in different services that share common functions.

These include the design and development of various Apps including service modules like:

  • eCASS (addiction)
  • YeSS (youth)
  • Flexibus-RT (rural transport)
  • Counselling
We also have functional modules for
  • Fundraising
  • Training
  • SMS
  • Mass email
  • Property management
  • Health and safety

These core modules, or Apps. can be shared with other charities in order to standardise best practice and amendments or particular configurations can be applied where necessary.

Our strategy is to build a Management Information System consistent with external data standards, configured to meet local needs also.

iAlliance Programme

iAlliance is a programme run by Enclude in association with their fellow charity, Quality Matters. iAlliance builds a partnership of key stakeholders within a particular service area to guide the development of service delivery solution e.g. the iAlliance eCASS project includes a number of state funded agencies, i.e. Health Research Board and Drug Tasks Forces, as well as academic experts and service provider personnel.

This project, which provides extremely cost effective, high functionality cloud based Client Relationship Management [CRM] systems, is innovative within Europe, in relation to its approach, method and scope.

iAlliance aims:

  • To align the best of strategic technology with the best practice in service delivery, to create high impact, standardised, service delivery solutions for the non-profit sector.
  • To create the capacity to gather and aggregate quality data from the point of service thus creating the data source for a business intelligence capability of funders and academics.
  • To engage with service providers, funding agencies, philanthropy and academic providers in developing these innovative solutions.

Enclude and Quality Matters plan to build on the success of eCASS and bring the iAlliance approach to other social service sectors.

Impact Exchange