AGILYX EMEA LTD

MUNivers

MUNIvers - the revolutionary Salesforce-built solution designed to empower local government organisations and strengthen the communities they serve. Harnessing the latest in AI and revenue management technology, MUNIvers delivers seamless data integration and sophisticated billing and regulatory management capabilities

Features

• Imporved Invoice accuracy
• Reduce customer disputes
• Receive payments faster
• Ensure accurate reporting
• Manage billing needs
• Automate approval workflows

Benefits

• Streamlined workflows
• simplifies requests and searches
• seamless integration with existing systems
• provides real time data insights
• Greater management of customer account history
• facilitation of property transactions
• Improved invoice accuracy
• sophisticated billing & regulatory management capabilities
• Increased Customer confidence

Service documents

• Pricing document

  PDF

• Service definition document

  PDF

• Terms and conditions

  PDF

Request an accessible format

If you use assistive technology (such as a screen reader) and need versions of these documents in a more accessible format, email the supplier at julie.taylor@agilyxgroup.com. Tell them what format you need. It will help if you say what assistive technology you use.

Framework

G-Cloud 15

Service ID

172300916950065

Contact

Julie Taylor
01628 637266
julie.taylor@agilyxgroup.com

About your service

• Service categories:

  Application Development and Deployment

  Software quality and life cycle

  • Automated software quality
  • Software change, configuration and process management
• Multi cloud support: No

Service scope

• Software add-on or extension: No
• Cloud deployment model:
  • Public cloud
  • Private cloud
  • Hybrid cloud
• Service constraints: None that we are aware of
• System requirements: Internet Browser

User support

• Email or online ticketing support: Yes, at extra cost
• Support response times: 9-5 Monday to Friday - within 24 hours for non urgent issues
• User can manage status and priority of support tickets: Yes
• Online ticketing support accessibility: WCAG 2.2 AA
• Phone support: No
• Web chat support: No
• Onsite support: Yes, at extra cost
• Support levels: We can provide an online ticketing service where customers can log their own issue tickets and they will be picked up by our support teams. If the issue is more involved we can pass to a technical/implementation consultant who can provide on site support if necessary at extra cost
• Support available to third parties: No

Onboarding and offboarding

• Getting started: Once contracts are signed, software is on boarded within typically a few days. This involves setting up an "Org" or instance of the MUNIvers software on the salesforce platform and allowing access via the internet to the client. So within a few days a client has access to all licenses, however if it is a new implementation, a client typically cannot use the software immediately as it has to be configured for use and to achieve this - training is provided followed by configuration support by Agilyx. The main implementation effort is usually a Project led by the client with Agilyx providing necessary training and configuration assistance. The process is designed to impart an effective knowledge transfer to allow clients to be able to maintain the applications themselves without recourse to third party help. The implementation effort required is scoped out by Agilyx and estimates shared with the client.
• Service documentation: Yes
• Documentation formats:
  • HTML
  • PDF
• End-of-contract data extraction: Customer Data can be extracted at any time during the contract and for a specified period on termination or expiration. Typically data can simply be downloaded via csv files or via any interfaces that may have been set up
• End-of-contract process: The subscription price to use MUNIvers software provides the right to use the software with as many users that have been granted licenses for. Renewal notices are provided before a contract period ends inviting clients to renew. At this time customers can choose not to renew or change their subscription if they so wish. If a client simply wants to end the subscription contract then they will have a set period of time to access and remove any data they need before access to their data is terminated and any data remaining is removed from the Salesforce platform.
• Documentation accessibility standard: None or don’t know
• How the documentation is accessible: Via link

Using the service

• Web browser interface: Yes
• Supported browsers:
  • Microsoft Edge
  • Firefox
  • Chrome
• Application to install: No
• Designed for use on mobile devices: Yes
• Differences between the mobile and desktop service: Accessible via the Salesforce1 mobile app.
• Service interface: No
• User support accessibility: WCAG 2.2 AA
• API: Yes
• What users can and can't do using the API: Our solution provides open API on the Salesforce.com platform.
• API documentation: Yes
• API documentation formats: Open API (also known as Swagger)
• API sandbox or test environment: Yes
• Customisation available: Yes
• Description of customisation: Our Platform is highly flexible and can be configured in almost every way with a low code/no code approach, however, if customisation is required, apex classes can be developed and deployed by qualified resources.

Scaling

• Independence of resources: MUNIvers runs on the Salesforce platform that is a multi-tenant scalable solution with multiple servers and multiple data centres around the globe. Salesforce runs a continual programme to ensure data loads are balanced so that performance is not adversely effected by new clients using the platform.

Analytics

• Service usage metrics: No

Resellers

• Supplier type: Not a reseller

Staff security

• Staff security clearance: Staff screening not performed
• Government security clearance: Baseline Personnel Security Standard (BPSS)

Asset protection

• Knowledge of data storage and processing locations: Yes
• Data storage and processing locations:
  • United Kingdom
  • European Economic Area (EEA)
  • Other locations
• User control over data storage and processing locations: No
• Datacentre security standards: Complies with a recognised standard (for example CSA CCM version 4.0)
• Penetration testing frequency: Never
• Protecting data at rest:
  • Physical access control, complying with CSA CCM v4.0
  • Physical access control, complying with SSAE-18 / ISAE 3402
• Data sanitisation process: Yes
• Equipment disposal approach: In-house destruction process
• Data sanitisation type: Deleted data can’t be directly accessed / Cryptographic Erasure

Data importing and exporting

• Data export approach: Data can be exported from applications on the Salesforce platform into a set of comma-separated values (CSV) files.
• Data export formats: CSV
• Data import formats:
  • CSV
  • Other
• Other data import formats: Agilyx can assist with with custom implementation and data imports

Data-in-transit protection

• Data protection between buyer and supplier networks: TLS (version 1.2 or above)
• Data protection within supplier network: TLS (version 1.2 or above)

Availability and resilience

• Guaranteed availability: Currently 98%; SLA can be provided on request
• Approach to resilience: MUNIvers is fully native and hosted on the Salesforce platform and inherits it's data centre setup. More detail can be found on https://trust.salesforce.com
• Outage reporting: Refer to https://trust.salesforce.com

Identity and authentication

• User authentication needed: Yes
• User authentication:
  • Multi-Factor Authentication (MFA)
  • Username or password
• Access restrictions in management interfaces and support channels: Access is limited to authorised users only
• Access restriction testing frequency: At least once a year
• Management access authentication:
  • Multi-Factor Authentication (MFA)
  • Username or password

Audit information for users

• Access to user activity audit information: Users contact the support team to get audit information
• How long user audit data is stored for: User-defined
• Access to supplier activity audit information: Users contact the support team to get audit information
• How long supplier audit data is stored for: User-defined
• How long system logs are stored for: User-defined

Security governance

• Named board-level person responsible for service security: Yes
• Security governance certified: Yes
• Security governance standards: ISO/IEC 27001
• Information security policies and processes: The Agilyx global Information Security Policy can be provided upon request. Agilyx is accredited to ISO 27001 Information Security Management.
• Software Security Code of Practice: Yes

Operational security

• Configuration and change management standard: Supplier-defined controls
• Configuration and change management approach: MUNIvers relies on the expert services of Salesforce, who provided the underlying platform, network connectivity and System software. The Salesforce platform offers High Availability, Fault Tolerance, and redundancy at all levels, and components are automatically replaced at the end of their lifetimes or when failed - deployments within Salesforce allow everyone to benefit from their experience of running highly secure and compliant online services
• Vulnerability management type: Supplier-defined controls
• Vulnerability management approach: Cybersecurity is a shared responsibility. While Salesforce builds security into everything we do and provides the necessary tools and resources to protect your data, it is also up to you to implement security controls and best practices to further strengthen the security of your Salesforce instance.
• Protective monitoring type: Supplier-defined controls
• Protective monitoring approach: MUNIvers’s service includes system software, monitoring, management and maintenance of the Agilyx software and environment.A continuous 24x7x365 monitoring program is in place to detect and resolve infrastructure and application issues in order to meet the Agilyx application availability targets. The monitoring covers solution health, availability and response times. Prioirity 1 alerts generated are handled by Agilyx staff 24/7/365. see also response concerning Incident Management Approach.
• Incident management type: Supplier-defined controls
• Incident management approach: Agilyx will take prompt action to respond to any Security Incident and to prevent the further unauthorized use or disclosure of Customer Data, and/or to correct the issues within MUNIvers(to the extent that MUNIvers gave rise to such Security Incident).
• Post-quantum cryptography secure: Yes

Secure development

• Approach to secure software development best practice: Supplier-defined process

Public sector networks

• Connection to public sector networks: No

Pricing

• Discount for educational organisations: No
• Free trial available: No

Discount percentage by annual call-off contract value (excluding VAT)

• Less than £250,000: 0%
• Between £250,000 and £500,000: 0%
• Between £500,001 and £1,000,000: 0%
• Between £1,000,001 and £2,500,000: 0%
• Between £2,500,001 and £5,000,000: 0%
• Over £5,000,001: 0%

Non-mandatory Standards and certifications

• ISO/IEC 27001 certification: Yes
• Who accredited the ISO/IEC 27001: BSI
• ISO/IEC 27001 accreditation date: Wednesday 15 January 2025
• What the ISO/IEC 27001 doesn’t cover: The scope of this approval is applicable to: The design, development, provision and support of Unit4 software products and associated consultancy, technical and managed IT services. Statement of Applicability v2. The scope covers all UK activities, and also include Global activities, hosting, SaaS etc
• ISO 28000:2022 certification: No
• ISO 9001 certification: Yes
• Who accredited the ISO 9001 certification: QAS International
• ISO 9001 accreditation date: Monday 10 November 2025
• What the ISO 9001 doesn’t cover: We are exempt from M08 monitoring and Measuring equipment
• Quality management systems (QMS): Yes
• CSA STAR certification: No
• PCI certification: Yes
• Who accredited the PCI DSS certification: SyberNet Self Assessed Certification
• PCI DSS accreditation date: Saturday 14 January 2017
• What the PCI DSS doesn’t cover: The service is deployed as a hosted service, via our partner SyberNet, who are required to run and maintain it in a PCI compliant environment. Sybernet are currently a Level 2 service provider with less than 300,000 transactions annually and so they complete an SAQ, a Quarterly scan by an ASV (they use Qualys as their Approved Scanning Vendor) and provide an attestation of compliance (AOC).
• Cyber essentials: Yes
• Please provide your Cyber Essentials Certificate Number: 29a5e660-848c-4905-bd25-51c0df414642
• Cyber essentials plus: No
• Cyber Essentials Alternative: None of the criteria
• Other security certifications: Yes
• Any other security certifications:
  • ISO 270017
  • SOC 1 (type 1 and 2)
  • SOC 2

Social value

• Section B - Commitment for Future: Delivery:

  • Mission: Kick start economic growth. To secure the highest sustained growth in the G7 - with good jobs and productivity growth in every part of the country making everyone, not just a few, better off.

    Policy Outcome 1: Fair work: That offers fair wages and good working conditions. Help people get a job, stay in work, and progress in their careers, with good employment opportunities across the country. Notes: Where there is a large proportion of labour costs in the contract, commercial teams should consider MAC in Outcome 1 as a priority

    • Providing opportunities for, and measuring and monitoring of, staff workforce conditions over time, including employee engagement, involvement in decision-making and satisfaction and adapting to any changes in the results, with clear processes for acting on issues identified
    • Plans to engage the contract workforce in deciding the most important workplace issues to address
    • Monitoring of employee engagement rates (by protected characteristic) and, where necessary, the development of actions to ensure all voices are heard across the diversity of the workforce
    • Employment contracts that reflect actual hours worked; steps taken to ensure employees understand their contracts and have the ability to review and adjust them if actual hours regularly exceed contracted hours
    • Activities that support an environment where staff are educated about, and feel empowered to, address their physical wellbeing
    • Activities that support an environment where staff are educated about and feel empowered to report and address bullying and harassment
    • Payment of more than the National Minimum Wage or National Living Wage (as appropriate) to the contract workforce
    • Entitlement to sick pay for the contract workforce, with provision in place for any staff who do not meet the earnings threshold for statutory sick pay, payment of sick pay from day one of absence and payment of staff on the contract workforce who are off sick a replacement income of 100% of their usual earnings for as long as possible
    • Measures to support in-work progression to help people in the contract workforce, to move into higher paid work by developing new skills relevant to the contract
    • Support for educational attainment relevant to the contract, including training schemes that address skills gaps and result in recognised qualifications
    • Volunteering opportunities for staff

Service documents

• Pricing document

  PDF

• Service definition document

  PDF

• Terms and conditions

  PDF

Request an accessible format

If you use assistive technology (such as a screen reader) and need versions of these documents in a more accessible format, email the supplier at julie.taylor@agilyxgroup.com. Tell them what format you need. It will help if you say what assistive technology you use.