Solvares Field Service

FLS VISITOUR dynamic appointment scheduling and route optimisation software for field service

Real-time dynamic appointment scheduling and route optimisation software for field service and mobile workforce management. Schedule repairs, compliance inspections, voids, surveys, visits for operatives across housing, facilities, healthcare and public sector. Mobile worker job management application and customer self-service appointments and arrival tracking. Integration to CRM, Housing/Repairs Management systems.

Features

• Real-time optimised appointment scheduling
• Dynamic in-day route optimisation
• Traffic based driving and route optimisation
• Field service management
• Mobile Workforce Management for operatives/case workers
• Mobile Job Management including forms and materials capture
• Performance analysis and reporting
• Customer self-service appointment booking and tracking arrival of operative
• API integration to CRM, Housing Management and Housing Repairs systems
• API integration to Microsoft Dynamics 365 Field Service

Benefits

• Reduce driving time and miles driven up to 52%
• Productivity increase for field workers up to 32%
• Improve adherence to Service Level Agreements (SLAs)
• Attend callouts/appointments sooner
• Increase first time fix for repairs jobs
• Efficiently automate void workflow
• Improve customer satisfaction and other KPI's
• Reduction in back office / planning resources required
• Dramatic reduction in costs and CO2

• 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 jeremy.squire@solvares.com. Tell them what format you need. It will help if you say what assistive technology you use.

Framework

G-Cloud 15

Service ID

285549875550945

Contact

Jeremy Squire
07976105027
jeremy.squire@solvares.com

About the service

• Service categories:
  • Applications
    • Enterprise resource management
      • Order management and orchestration
        • Order management and orchestration
      • Enterprise performance management
        • Enterprise performance management
      • Asset life-cycle management
        • Asset life-cycle management
• Multi cloud support: No

Service scope

• Software add-on or extension: Yes, but can also be used as a standalone service
• What software services is the service an extension to: Our solution is designed to integration with CRM, Field Service Management, CAFM, ERP, Housing Management, Housing Repairs and field service management solutions. Partnerships for our best of breed scheduling include MRI, Aareon, Microsoft Dynamics 365 (including Infinity Group, HSO, ANS), Alphatracker, Asolvi, Joblogic, Simpro, BigChange, Guidewire, Zinier, IBM Maximo, SAP.
• Cloud deployment model: Public cloud
• Service constraints: Monthly maintenance windows out-of-hours for updates agreed with customer
• System requirements: All required licences are supplied as part of the solution

User support

• Email or online ticketing support: Yes
• Support response times: Response are dependent on the severity of the fault; Level 1 - respond in 1 hour and resolve asap, in any event within 4 hours; Level 2 - respond in 4 hours resolve asap, in any event within 2 business days; Level 3 - respond in 1 business day and resolve in next scheduled upgrade; All times are for standard support hours. Monday to Friday 9-5:30pm; Additional hours up to 24x7 support service can be requested for an additional cost.
• User can manage status and priority of support tickets: Yes
• Online ticketing support accessibility: None or don’t know
• Phone support: Yes
• Phone support availability: 24 hours, 7 days a week
• Web chat support: No
• Onsite support: Yes, at extra cost
• Support levels: We provide level 1,2,3 support included within costs. As standard this includes office hours SLA but can be extended to bespoke requirements. We provide a customer success manager who's role is to ensure customers are making the best use and therefore benefit out of their investment in our technology.
• Support available to third parties: Yes

Onboarding and offboarding

• Getting started: We provide workshops to understand as-is and determine to-be processes supported by the technology. We provide detailed functional and integration design workshops and training. Our purpose is to enable both best practice use of the system and ability inhouse to make future configuration changes. We are there with the customer through testing through to deployment and go-live hypercare. We provide ongoing support and customer success services to ensure ongoing best practice and project objectives are met.
• Service documentation: Yes
• Documentation formats:
  • HTML
  • PDF
• Documentation accessibility standard: None or don’t know
• How the documentation is accessible: Available through a combination of customer specific process documentation that can be produced as part of the project and context sensitive on-line help. Guides can be printed or displayed in particular form to meet particular accessibility needs.
• End-of-contract data extraction: Offboarding process to enable smooth transition to future systems including transfer and then removal of data.
• End-of-contract process: We charge offboarding services on a time and materials basis and is typically less than 2 days effort, depending on customer requirements

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: Mobile devices are used by the field force to access the work assigned to them and complete job information. (Optional)
• Service interface: Yes
• Description of service interface: All functionality for operating and configuring the system is available to the user and limited by individual user access controls by function, screen and by field. API documentation is accessible within the service interface. The system can also operate via API without use of the Service Interface if preferred.
• Accessibility standards: None or don’t know
• Description of accessibility: The system is designed to be easy to use with features suitable for the dispatcher or mobile operatives role. User is able to change colours, icons and size of some elements to suit their needs. It is also possible to make use of the accessibility options provided on the device used.
• Accessibility testing: No specific testing has been performed but we operate a program of continuous improvement as part of our roadmap and welcome customer input for what will make the solution easier to use
• User support accessibility: None or don’t know
• API: Yes
• What users can and can't do using the API: Typical APIs available for; - Call creation and updates; - Field worker creation and updates; - Work schedule management; - Break management; - Schedule synchronisation; - Tracking data; - Job related information and forms capture by mobile workers; - Materials/SoR usage by mobile workers; - Management insights/reporting data; - plus many more; - we have a version available called PowerOpt API designed for a customer to use it's own screens/system user interface and operate the scheduling as a "black box"
• API documentation: Yes
• API documentation formats:
  • Open API (also known as Swagger)
  • HTML
  • PDF
• API sandbox or test environment: Yes
• Customisation available: Yes
• Description of customisation: Customer requirements for customisation can typically be met by configuration by our consultants or the customer themselves with the training provided. On the rare occasion this does not meet requirements then we might add this need to our product roadmap or offer a customisation by our development team.

Scaling

• Independence of resources: Each customer environment is independent to others

Analytics

• Service usage metrics: Yes
• Metrics types: Uptime/availability and response times as a minimum. Others configured according to customer scenario's
• Reporting types:
  • API access
  • Real-time dashboards
  • Regular reports
  • Reports on request
• Resource tagging: No
• FOCUS resource tagging: No

Supplier type

• Supplier type: Not a reseller

Staff security

• Staff security clearance: Other security clearance
• Government security clearance: Security Clearance (SC)

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: Yes
• Datacentre security standards: Managed by a third party
• Penetration testing frequency: At least once a year
• Penetration testing approach: Another external penetration testing organisation
• Protecting data at rest: Encryption of all physical media
• Data sanitisation process: No
• Equipment disposal approach: Complying with a recognised standard, for example CSA CCM v4.0, CAS (Sanitisation) or ISO/IEC 27001

Data importing and exporting

• Data export approach: Via our application into excel or using web services.
• Data export formats:
  • CSV
  • Other
• Other data export formats:
  • Web service (XML/JSON)
  • Excel
• Data import formats:
  • CSV
  • Other
• Other data import formats:
  • Web service (XML/JSON)
  • Excel

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: The hosted server environment has a monthly service commitment from AWS for at least 99.99% availability, excluding planned maintenance windows.; Solvares has guaranteed response times for level 1 incidents with service credits if we fail to meet this
• Approach to resilience: Utilise AWS services to provide failover points across multiple availability zones and are secured against DDoS attacks with AWS Shield Standard.; ; Regular emergency drills provide trained personnel to execute business continuity plans.
• Outage reporting: Outages for customers are reporting via email alerts from our service teams.; ; Root cause will be investigated and reported upon to customers.

Identity and authentication

• User authentication needed: Yes
• User authentication:
  • Multi-Factor Authentication (MFA)
  • Identity federation with existing provider (for example Google Apps)
  • Username or password
• Access restrictions in management interfaces and support channels: Access to customer systems is set within the environment by approved users.
• Access restriction testing frequency: Less than once a year
• Management access authentication:
  • Multi-Factor Authentication (MFA)
  • Dedicated link (for example VPN)
  • Username or password

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: Less than 1 month
• Access to supplier activity audit information: Users contact the support team to get audit information
• How long supplier audit data is stored for: Less than 1 month
• How long system logs are stored for: Less than 1 month

Security governance

• Named board-level person responsible for service security: Yes
• Software Security Code of Practice: Yes
• Security governance certified: Yes
• Security governance standards: ISO/IEC 27001
• Information security policies and processes: Information security managed via ISMS ISO27001:2022 with external audits

Operational security

• Configuration and change management standard: Supplier-defined controls
• Configuration and change management approach: Change management processes are defined within our ISO27001 polices.
• Vulnerability management type: Supplier-defined controls
• Vulnerability management approach: Regular reviews of the current security threats and where necessary changes to the software are developed.
• Protective monitoring type: Supplier-defined controls
• Protective monitoring approach: File integrity (host) and network intrusion detection (IDS) tools are implemented to facilitate timely detection, investigation through root cause analysis and incident response.; ; The security incident reporting process includes notifying the customer within 5 days of a known or suspected compromise of customer data.; ; We also have an incident reporting and management process that includes a process for reporting incidents to the customer. Incident response processes and activities involving the cloud service customers and are integrated with contingency and business continuity planning.
• Incident management type: Supplier-defined controls
• Post-quantum cryptography secure: No
• Incident management approach: Incidents are captured by monitoring tools or reported by the customer to the Solavres service desk who manage the incident through to completion, including the production of an incident report to the customer and root cause investigation.

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: For suitable organisations, we will perform a scheduling test with your data to prove the benefit that would have been achieved in scheduling your historical jobs using Visitour. If this proves suitable opportunity then we offer the option of a one month live trial configured for a fixed price.

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

• Less than £250,000: 0%
• Between £250,000 and £500,000: 20%
• Between £500,001 and £1,000,000: 35%
• Between £1,000,001 and £2,500,000: 45%
• Between £2,500,001 and £5,000,000: 45%
• Over £5,000,001: 45%

Standards and certifications

• ISO/IEC 27001 certification: Yes
• ISO/IEC 27001 accredited by: Citation ISO Certification Limited
• ISO/IEC 27001 accreditation date: Monday 20 April 2020
• What the ISO/IEC 27001 doesn’t cover: The scope of the Management System applies to the following:-; THE PROVISION OF SOFTWARE CONSULTANCY, DEVELOPMENT AND SUPPORT SERVICES; No services excluded
• ISO 28000:2022 certification: No
• ISO 9001 certification: Yes
• ISO 9001 certification accredited by: Citation ISO Certification Limited
• ISO 9001 accreditation date: Tuesday 23 June 2020
• What the ISO 9001 doesn’t cover: The scope of the Management System applies to the following:-; THE PROVISION OF SOFTWARE CONSULTANCY, DEVELOPMENT AND SUPPORT SERVICES; No services excluded
• Quality management systems (QMS): Yes
• CSA STAR certification: No
• PCI certification: No
• Cyber essentials: Yes
• Cyber Essentials Certificate Number: F2d7ca02-4249-4f81-940e-d52d3c0f9d71
• Cyber essentials plus: Yes
• Cyber Essentials Plus Certificate Number: 16ba8b7c-4d10-405d-8621-60a306746ebc
• Other security certifications: No

Social value

• 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

  • New or retained jobs on the contract workforce in the relevant area that meet the criteria set out in MAC 1b, 1c and 1d
  • 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
  • Activities to cascade good practice on fair working conditions throughout the supply chain
  • Payment of more than the National Minimum Wage or National Living Wage (as appropriate) to the contract workforce
  • Monitoring and reporting of gender and ethnicity pay gaps and plans to address them where necessary
  • 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
  • Understanding of in-work progression issues affecting the market, industry or sector relevant to the contract, and in the supplier’s own organisation and those of its key sub-contractors
  • 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
  • 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
  • Outline policies and practices to be applied to or put in place for the contract to mitigate and manage modern slavery risks, including: Pre-employment checks, recruitment practices. Workplace conditions, safeguarding plans and processes in place and regular monitoring with relevant groups considered, which may include sampling
  • How to ensure business decisions re: price/cost, short lead times, payment timescales do not create modern slavery risks in the supply chain
  • How the supplier will work with NGOs, trade unions or other businesses to address modern slavery risk

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

  • Understanding of employment and relevant skills issues, and of the education and training issues relating to the contract. Illustrative examples: demographics, skills shortages, new opportunities in high growth sectors, geographic/local community and skills/employment challenges
  • Support for educational attainment relevant to the contract, including training schemes that address skills gaps and result in recognised qualifications

  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

  • Understanding of the types of businesses in the market and the level of participation by new businesses, entrepreneurs, start-ups, SMEs, VCSEs and mutuals
• 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
  • Collaborative ways of working with the supply chain to deliver additional environmental benefits in the performance of the contract, including working towards net zero carbon emissions and use of clean energy and green technologies
  • Delivery of additional environmental benefits through the performance of the contract, including working towards net zero carbon emissions and use of clean energy and green technologies
  • Understanding of how to influence staff, suppliers, customers, communities and/or any other appropriate stakeholders through the delivery of the contract to support climate and nature protection and improvement
• 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

  • Understanding of the issues affecting the representation of disabled people in the workforce in the market, industry or sector relevant to the contract, and in the supplier’s own organisation and those of its key sub-contractors
  • Understanding of the issues affecting inequality in employment, skills and pay in the market, industry or sector relevant to the contract, and in the supplier’s own organisation and those of its key sub-contractors. Measures to tackle inequality in employment, skills and pay in the contract workforce

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

  • Understanding of issues relating to entering the contract workforce
• 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 jeremy.squire@solvares.com. Tell them what format you need. It will help if you say what assistive technology you use.