WHITESPACE WORK SOFTWARE LIMITED

Whitespace Collections

Whitespace is a waste management collection system supporting all aspects of waste and environmental services from simple tasks to complex workflows and integrations. It manages routes and rounds for domestic, chargeable, and commercial waste, integrating with most CRM systems.

Features

• Automatic generation of round sheets
• Round sheets sent directly to the crew in-cab device
• A worksheet function to simplify ad-hoc requests handling
• Assisted collection notifications displayed on the in-cab device
• Recording missed collections and received complaints
• Real time communication between office staff and collection crew
• Links to existing council software infrastructure
• Real time crew reporting of non-presented or contaminated bins
• Member of Public Access Portal (additional cost)

Benefits

• Significant reduction in administrative effort
• Customer service improvements
• Full auditable functions
• In depth reporting capabilities on waste targets
• Reduces the amount of paperwork

• Free trial available

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 tenders@Whitespacews.com. Tell them what format you need. It will help if you say what assistive technology you use.

Framework

G-Cloud 15

Service ID

210600305087602

Contact

Rhiain Dixon
01483231663
tenders@Whitespacews.com

About your service

• Service categories:

  Application Development and Deployment

  Data management

  Database management systems

  • Relational Database Management Systems

  Database administration and development

  • Database Administration
  • Database Replication
  • Data Modelling
  • Database Development and Optimization

  Data integration and intelligence

  • Data Ingestion and Transformation Software
  • Dynamic Data Movement Software
  • Data Quality Software
  • Data Access Infrastructure Software
  • Composite Data Framework Software
  • Master Data Intelligence Software
  • Metadata Management Software
  • Data Archiving and Information LifD-Cycle Management
• Multi cloud support: Yes

Service scope

• Software add-on or extension: No
• Cloud deployment model: Private cloud
• Service constraints: Please contact Whitespace for more details.
• System requirements:
  • Web Browser, Edge, Chrome
  • Hardware, Android or IOS Device

User support

• Email or online ticketing support: Yes
• Support response times: Service support hours Monday to Friday 07:30 and 17:30, excluding national holidays.; Out of hours critical technical support line 05:00 to 09:00 weekdays and weekends (excluding Christmas day, Boxing Day and new year).; P1 - Major impact; Acknowledge: 15 minutes; Temporary workaround: 8 hours; Permanent fix: 5 business days; P2 - High impact; Acknowledge: 1 hour; Temporary workaround: 24 hours; Permanent fix: 30 business days; P3 - Medium impact; Acknowledge: 24 hours; Temporary workaround: Reasonable and agreed; Permanent fix: Reasonable and agreed; P4 - Low impact; Acknowledge: 5 days; Temporary workaround: Reasonable and agreed; Permanent fix: Reasonable and agreed
• User can manage status and priority of support tickets: Yes
• Online ticketing support accessibility: EN 301 549
• Phone support: Yes
• Phone support availability: 9 to 5 (UK time), Monday to Friday
• Web chat support: No
• Onsite support: Yes, at extra cost
• Support levels: Account Manager is available between 09:00 to 17:30. Whitespace Service support hours are Monday to Friday between 07:30 and 17:30 UK time, excluding national holidays. In addition, we have set up an out of hours critical technical support line. This is available from 05:00 to 09:00 weekdays and weekends (excluding Christmas day, Boxing Day and new year’s). The introduction of the out of hours technical support line from 5am, ensures that we have someone on standby when the crews are turning up and leaving the depot. This support is provided at no additional charge.
• Support available to third parties: No

Onboarding and offboarding

• Getting started: A project kick off is arranged to discuss high level approach and plan for deployment. Workshops are then arranged to go into detail about the processes required for managing the operation (both operational and technical). A Project Initiation Document and Confirmation of Requirements are then drawn up for mutual agreement prior to system build and on-site training. Full user documentation is provided via our service desk including an AI powered Knowledge base which incorporates video content to help users in the day to day use of the system. Furthermore, we provide a client manager post live to handle queries outside of the service desk. Training can be delivered online or onsite depending on the customers preference.
• Service documentation: Yes
• Documentation formats:
  • HTML
  • PDF
• End-of-contract data extraction: At the End or the expiration of the Call-Off Contract, the data will be supplied back to the buyer in the ‘Data Extract Layer’ (DEL) format used by Whitespace Work Software Ltd to import and export data to its Analytics system. The DEL is a csv file. If the customer would like the data returned in another format, this can be provided for an additional charge.
• End-of-contract process: The price paid will include all necessary rights to access and use the system during the contract term. When the term ends, and assuming there is no continuation, the system will be turned off and access will be lost. Towards the end of the contract, Whitespace will make contact with the customer to discuss options.
• Documentation accessibility standard: EN 301 549

Using the service

• Web browser interface: Yes
• Supported browsers:
  • Microsoft Edge
  • Chrome
• Application to install: No
• Designed for use on mobile devices: Yes
• Differences between the mobile and desktop service: In cab/mobile workers use a App installed on Mobile Devices to communicate work completed or undertaken to the back-office system. The back-office system is accessed via a web browser only.
• Service interface: No
• User support accessibility: EN 301 549
• API: Yes
• What users can and can't do using the API: The Whitespace API provides full support for integration with CRM solutions and supporting service look-ups, ad-hoc reports e.g. fly-tipping, and service requests e.g. new assisted collections. With MFA in place the API does not support user creation, although through federated access user creation can take place in local solutions.
• API documentation: Yes
• API documentation formats:
  • HTML
  • PDF
• API sandbox or test environment: Yes
• Customisation available: Yes
• Description of customisation: The customer logo that is displayed on the webpage. The menu options are based on user role permissions. The WORD templates that are generated by the system. The mobile templates that mobile / in-cab users view on their device (app). The data sources used by the system are fully customisable by the user i.e. Round Name, Round Schedules, Walk Orders, Worksheet Types, Worksheet customised data, Service Items, Services, Charges, Contracts and more.

Scaling

• Independence of resources: Whitespace is a single tenancy solution. Each customer has their own environment.

Analytics

• Service usage metrics: Yes
• Metrics types: A range of service usage metrics are provided. For example, how many worksheets are open, in progress or complete on a given day/week etc. What is the round progress of vehicles out on service delivery etc.; Customer bespoke reporting is available via purchase of the Whitespace BI Gateway.
• Reporting types:
  • Real-time dashboards
  • Regular reports
• Resource tagging: No
• FOCUS resource tagging: No

Resellers

• Supplier type: Not a reseller

Staff security

• Staff security clearance: Conforms to BS7858:2019
• 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
• User control over data storage and processing locations: No
• Datacentre security standards: Managed by a third party
• Penetration testing frequency: At least once a year
• Penetration testing approach: ‘IT Health Check’ performed by a CREST-approved service provider
• Protecting data at rest:
  • Physical access control, complying with CSA CCM v4.0
  • Encryption of all physical media
• Data sanitisation process: Yes
• Equipment disposal approach: Complying with a recognised standard, for example CSA CCM v4.0, CAS (Sanitisation) or ISO/IEC 27001
• Data sanitisation type:
  • Deleted data can’t be directly accessed / Cryptographic Erasure
  • Explicit overwriting of storage before reallocation / Secure Erase

Data importing and exporting

• Data export approach: Users will export their data using an approved method facilitated by Whitespace. This is in the form of a data extract layer (DEL) which is provided to the customer at the start of the contract. The DEL is a csv file(s) that extracts key operational data and is used to service up data to our dashboard products on a frequency defined on mutual agreement. Please note that the frequency is typically 1-2 times a day. It is not intended to be a live data extract.
• Data export formats:
  • CSV
  • Other
• Other data export formats:
  • PNG
  • PDF
• Data import formats:
  • CSV
  • Other
• Other data import formats: TXT

Data-in-transit protection

• Data protection between buyer and supplier networks:
  • TLS (version 1.2 or above)
  • IPsec or TLS VPN gateway
• Data protection within supplier network:
  • TLS (version 1.2 or above)
  • IPsec or TLS VPN gateway
  • Other
• Other protection within supplier network: Private backbone behind Packet and Application level firewalls and MPLS link for cross DC communications. VPN connections used for support/maintenance activities and available for Customers upon request.

Availability and resilience

• Guaranteed availability: Monday to Friday; 09:00 to 17:30 - 99.8% up time; 17:31 to 08:59 - 99.6% up time; ; Weekends 99.5% up time.; ; Availability time figures do not include planned outages.; Service credits are subject to negotiation.
• Approach to resilience: Dual data centers, with automated DNS fail over. Additional details available on request.; ; Increased availability solutions available, please contact Whitespace Work Software for more details.
• Outage reporting: Customer's are contacted directly by a member of the company.; ; Email alerts can be setup upon request from Whitespace monitoring tools.

Identity and authentication

• User authentication needed: Yes
• User authentication:
  • Multi-Factor Authentication (MFA)
  • Identity federation with existing provider (for example Google Apps)
• Access restrictions in management interfaces and support channels: Whitespace Support only access the solution via VPN using named accounts to logon. During the setup phase, Whitespace consultants use named accounts which can be restricted after the project has been completed. Whitespace includes role based user security.
• Access restriction testing frequency: At least once a year
• Management access authentication:
  • Multi-Factor Authentication (MFA)
  • Public key authentication (including by TLS client certificate)
  • Identity federation with existing provider (for example Google Apps)

Audit information for users

• Access to user activity audit information: Users have access to real-time audit information
• How long user audit data is stored for: User-defined
• Access to supplier activity audit information: Users have access to real-time audit information
• How long supplier audit data is stored for: User-defined
• How long system logs are stored for: Between 6 months and 12 months

Security governance

• Named board-level person responsible for service security: Yes
• Security governance certified: Yes
• Security governance standards:
  • ISO/IEC 27001
  • Other
• Other security governance standards: Cyber Essentials; Cyber Essentials Plus
• Information security policies and processes: ISO27001, Cyber Essentials, PCI-DSS, Cyber Essentials Plus
• Software Security Code of Practice: Yes

Operational security

• Configuration and change management standard: Complies with a recognised standard, for example CSA CCM v4.0 or SSAE-18 / ISAE 3402
• Configuration and change management approach: Solutions are baselined, with each upgrade/change to the baseline tested and tracked. All changes have roll-back plans, are risk assessed and security tested prior to release. Changes are peer-reviewed before they can be Change Board approved. Changes are three stage tested (Unit, Dev and UAT) before release, with test cases drawn from functional/non-functional requirements. In addition changes are regression tested.
• Vulnerability management type: Supplier-defined controls
• Vulnerability management approach: Whitespace is ISO27001 Certified. Whitespace subscribe to threat intelligence feeds from NCSC and CiSP. Threats are risk assessed in accordance with our Risk Management procedure, which includes time objectives for patch deployment according to severity. Performance against objectives is measured and reported in our externally audited ISO27001 Measures and Metrics procedure.
• Protective monitoring type: Supplier-defined controls
• Protective monitoring approach: The Whitespace solution is multi-point monitored, with security vulnerabilities reported to the Whitespace Service Desk and to Whitespace's hosting partner. Vulnerabilities are risk assessed and a corrective plan is created in line with Whitespace's ISMS. In accordance with our externally audited Incident Management Procedure customers will be informed within 4 hours of an incident and with a temporary work around provided within 8 hours and a permanent fix within 5 business days for a P1 incident.
• Incident management type: Complies with a recognised standard, for example, CSA CCM v4.0 or ISO/IEC 27035:2011 or SSAE-18 / ISAE 3402
• Incident management approach: Whitespace follow a defined incident management process, in line with its ISO27001 ISMS. Affected customers are notified and remain updated during the incident. Notifications are sent via the Service Desk and via email. Once resolved, incidents reports are available on request.
• Post-quantum cryptography secure: No

Secure development

• Approach to secure software development best practice: Independent review of processes (for example CESG CPA Build Standard, ISO/IEC 27034, ISO/IEC 27001 or CSA CCM v4.0)

Public sector networks

• Connection to public sector networks: No

Pricing

• Discount for educational organisations: No
• Free trial available: Yes
• Description of free trial: Whitespace may offer a limited, time-bound trial to allow Buyers to evaluate core back-office and in-cab features using sample or test data. Trials are for evaluation only and exclude SLAs, customisation, integrations and data migration. Approval is at Whitespace’s discretion based on suitability and resource availability.

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: Citation ISO Certification Limited
• ISO/IEC 27001 accreditation date: Wednesday 6 September 2017
• What the ISO/IEC 27001 doesn’t cover: All service elements are in scope.
• ISO 28000:2022 certification: No
• ISO 9001 certification: Yes
• Who accredited the ISO 9001 certification: Citation ISO Certification Limited
• ISO 9001 accreditation date: Tuesday 13 December 2011
• What the ISO 9001 doesn’t cover: All service elements are in scope.
• Quality management systems (QMS): Yes
• CSA STAR certification: No
• PCI certification: Yes
• Who accredited the PCI DSS certification: Secure Trust
• PCI DSS accreditation date: Friday 30 August 2024
• What the PCI DSS doesn’t cover: Accreditation applies specifically to the elements of our service where credit card payments are taken.
• Cyber essentials: Yes
• Please provide your Cyber Essentials Certificate Number: A92852d6-cc03-41e9-baf4-6c303a28c1e8
• Cyber essentials plus: Yes
• Please provide your Cyber Essentials Plus Certificate Number: 647127da-a96c-43b3-ab08-7a04e764774d
• Other security certifications: No

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

    • Understanding of the modern slavery risks and issues affecting the market, industry, sector or country (of origin or of source) relevant to the contract, and the workforce in the supplier’s own organisation and those of its key subcontractors

  • 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 2: Skills for growth: Supporting growth sectors and addressing skills gaps.

    • Activities to support relevant sector related skills growth and sustainability in the contract workforce. Illustrative examples: careers talks, curriculum support, literacy support, safety talks and volunteering

  • 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 3: Resilient, innovative and flexible supply chains: Support economic growth through enabling resilient businesses, opportunities for small businesses and voluntary, community and social enterprises

    • Structuring of the supply chain selection process to ensure fairness (e.g. anti-corruption) and encourages participation by a diverse range of businesses, including with regard to new businesses, entrepreneurs, start-ups, SMEs, VCSEs and mutual

  • Mission: Make Britain a clean energy superpower: To cut bills, create jobs and deliver security with cheaper, zero-carbon electricity by 2030, accelerating to net zero

    Policy Outcome 4: Sustainable procurement practices: Reducing carbon footprints, minimising waste, and promoting the use of clean energy and green technologies.

    • Understanding of opportunities for additional environmental benefits delivery in the performance of the contract, including working towards net zero carbon emissions and use of clean energy and green technologies

  • Mission: Break down barriers to opportunity: By reforming our childcare and education systems, to make sure there is no class ceiling on the ambitions of young people in Britain

    Policy Outcome 6: Employment and training: For those who face barriers to employment

    • Working conditions which promote an inclusive working environment and promote retention and progression

  • Mission: Break down barriers to opportunity: By reforming our childcare and education systems, to make sure there is no class ceiling on the ambitions of young people in Britain

    Policy Outcome 7: Creating a pipeline of opportunities: For the contract workforce, reducing barriers to entry for under-represented groups.

    • Advertising, promotional and outreach activities designed to raise awareness of the offer to reach the target cohort

  • Mission: Build an NHS fit for the future: That is there when people need it; with fewer lives lost to the biggest killers; in a fairer Britain, where everyone lives well for longer.

    Policy Outcome 8: Increasing productivity through physical and mental wellbeing: In the supply chain and communities in the relevant area.

    • Understanding of issues relating to health and wellbeing, including physical and mental health, in the contract workforce

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 tenders@Whitespacews.com. Tell them what format you need. It will help if you say what assistive technology you use.