WHAT CAUSED THIS LIMITED

What Caused This - Root Cause Analysis (RCA) Software

The service provides a secure, web-based environment for structured problem solving and Root Cause Analysis. Supporting collaborative incident investigations across healthcare, NHS bodies, local authorities, defence & public sector organisations. With dashboards supporting risk trend analysis, and support for common RCA techniques including 5 Whys, cause-and-effect, and fault tree analysis.

Features

• Cloud-hosted SaaS built on Microsoft Azure UK regions
• Role-based access control with comprehensive audit logging
• Secure multi-factor authentication and single sign-on support
• Web-based platform accessible via modern browsers
• Collaborative digital root cause analysis workflows
• Configurable RCA templates and data fields
• Real-time dashboards with interactive filters
• Geospatial hotspot visualisation for incidents and RCAs
• Automated reporting and export for governance requirements
• API integration with existing enterprise systems

Benefits

• Faster identification of root causes across organisations
• Improved collaboration between teams, sites and disciplines
• Consistent RCA approach supporting organisational standards
• Better visibility of incident trends and systemic risks
• Reduced investigation time through structured digital workflows
• Improved learning sharing across departments and locations
• Secure access aligned to UK public sector requirements
• Scalable platform supporting organisational growth
• Clear audit trails supporting compliance and assurance
• Intuitive user experience reducing training effort

• Education pricing 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 jennifer.warnes@whatcausedthis.com. Tell them what format you need. It will help if you say what assistive technology you use.

Framework

G-Cloud 15

Service ID

398537884248398

Contact

Jennifer Warnes
01953687382
jennifer.warnes@whatcausedthis.com

About your service

• Service categories:

  Application Development and Deployment

  Analytics and business intelligence

  • Business Intelligence
  • Advanced and predictive analytics
• Multi cloud support: Yes

Service scope

• Software add-on or extension: No
• Cloud deployment model: Public cloud
• Service constraints: No constraints
• System requirements:
  • Modern internet browser
  • Connection to the internet

User support

• Email or online ticketing support: Yes
• Support response times: We aim to respond to support queries within one UK business day. Response times apply during core UK business hours, Monday to Friday, 9am to 5pm
• User can manage status and priority of support tickets: No
• 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: UK-based, human-led support is provided during UK business hours, Monday to Friday, 9am to 5pm.; Support outside these hours may be available by prior agreement and may be chargeable
• Support available to third parties: Yes

Onboarding and offboarding

• Getting started: The supplier provides onboarding support, including online training sessions and user documentation, to support initial service adoption.
• Service documentation: No
• End-of-contract data extraction: By submitting a request to our technical support team.
• End-of-contract process: Support with data extraction and secure closing of instance and data deletion

Using the service

• Web browser interface: Yes
• Supported browsers:
  • Microsoft Edge
  • Firefox
  • Chrome
  • Safari
  • Opera
• Application to install: No
• Designed for use on mobile devices: No
• Service interface: No
• User support accessibility: WCAG 2.2 AA
• API: Yes
• What users can and can't do using the API: A pre configured APi is available for integration to services and platforms within businesses. An API key is provided and authenticated against modern standards. The full suite of our application/software's functions can be programmatically triggered and invoked using system integration.
• API documentation: Yes
• API documentation formats: Open API (also known as Swagger)
• API sandbox or test environment: Yes
• Customisation available: No

Scaling

• Independence of resources: Our platform is built and hosted on the Microsoft Azure environment which is dynamically managed by Microsoft to ensure no impact on service in relation to usage and load

Analytics

• Service usage metrics: Yes
• Metrics types: Real time data relating to records created, system users and thematic data
• Reporting types: Real-time dashboards
• 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: Complies with a recognised standard (for example CSA CCM version 4.0)
• Penetration testing frequency: At least every 6 months
• Penetration testing approach: Another external penetration testing organisation
• 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
  • Data Erasure

Data importing and exporting

• Data export approach: Data can be exported in platform in pre-set formats (PDF, Excel), however for larger data exports we recommend using our API or raising a support ticket.
• Data export formats:
  • CSV
  • Other
• Other data export formats: JSON
• Data import formats:
  • CSV
  • Other
• Other data import formats: JSON

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

Availability and resilience

• Guaranteed availability: Microsoft Azure provides an uptime guarantee for its native architecture which we are built on. This uptime percentage is 99.9%.
• Approach to resilience: It is available on request
• Outage reporting: Email alerts

Identity and authentication

• User authentication needed: Yes
• User authentication: Multi-Factor Authentication (MFA)
• Access restrictions in management interfaces and support channels: Access only provided to approved individuals with active MFA
• Access restriction testing frequency: At least every 6 months
• Management access authentication: Multi-Factor Authentication (MFA)

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: At least 12 months
• Access to supplier activity audit information: Users contact the support team to get audit information
• How long supplier audit data is stored for: At least 12 months
• How long system logs are stored for: At least 12 months

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: We operate a formal Information Security Management System (ISMS) and are certified to ISO/IEC 27001. Information security policies cover access control, asset management, data protection, incident management, supplier security, and business continuity. Policies are approved by senior management and owned by the Information Security Officer, who reports to executive leadership. Compliance is enforced through role-based access controls, privileged access management, mandatory staff training, and regular risk assessments. Policies and controls are reviewed at least annually and following significant changes. Internal audits and management reviews ensure ongoing effectiveness, with corrective actions tracked to completion.
• 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: Configuration items are identified, documented, and version-controlled throughout their lifecycle using formal configuration management processes. We use Azure CI/CD for all change management which includes full rollback and backup solutions. ; ; All changes follow a documented change management procedure, including risk and security impact assessment, approval, testing, and rollback planning. Security impacts are assessed prior to implementation, and changes are logged, reviewed, and audited as part of our ISO/IEC 27001-certified ISMS. We have external tools for code scanning and any malicious integration detection within our CI/CD pipeline management.
• Vulnerability management type: Complies with a recognised standard, for example CSA CCM v4.0 or SSAE-18 / ISAE 3402
• Vulnerability management approach: We operate a formal vulnerability management process under our ISO/IEC 27001-certified ISMS. Potential threats are assessed through regular vulnerability scanning, risk assessments, and monitoring of our cloud environment with Microsoft Security Centre. We have regular scanning and patches are prioritised based on severity and risk, with critical security updates deployed as soon as practicable and within defined SLAs. ; ; We obtain threat intelligence from trusted sources including Microsoft Azure security advisories, vendor security bulletins, CVE/NVD feeds, and government guidance such as NCSC advisories. Vulnerabilities and remediation actions are tracked to resolution.
• Protective monitoring type: Complies with a recognised standard, for example CSA CCM v4.0 or SSAE-18 / ISAE 3402
• Protective monitoring approach: Protective monitoring is implemented through centralised logging, alerting, and continuous monitoring of our cloud environment and application components. ; ; Potential compromises are identified through automated alerts, security event correlation, and anomaly detection. Suspected incidents are triaged and investigated in line with our incident management process, with containment and remediation actions taken promptly. High-severity security incidents are responded to immediately, with defined escalation paths, and all incidents are recorded, reviewed, and reported as part of our ISO/IEC 27001-certified ISMS.
• 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: We operate a documented incident management process under our ISO/IEC 27001-certified ISMS. Pre-defined procedures exist for common security and service incidents, including triage, escalation, containment, and recovery. Users can report incidents via designated support channels, including email and our service desk. Incidents are logged, investigated, and managed by trained personnel. Where customer data or service availability is impacted, customers are informed in a timely manner and provided with incident reports outlining the nature of the incident, impact, actions taken, and any remediation measures.
• 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: Yes
• Free trial available: No

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

• Less than £250,000: 10%
• Between £250,000 and £500,000: 10%
• Between £500,001 and £1,000,000: 10%
• Between £1,000,001 and £2,500,000: 10%
• Between £2,500,001 and £5,000,000: 10%
• Over £5,000,001: 10%

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: Monday 23 June 2025
• What the ISO/IEC 27001 doesn’t cover: Everything is covered
• ISO 28000:2022 certification: No
• ISO 9001 certification: No
• Quality management systems (QMS): Yes
• CSA STAR certification: No
• PCI certification: No
• Cyber essentials: Yes
• Please provide your Cyber Essentials Certificate Number: 6a6ce6b2-5688-489b-9164-6bb4865810c9
• Cyber essentials plus: No
• Cyber Essentials Alternative: In relation to the services you do not have a current and valid Cyber Essentials Plus certificate which has been awarded by one of the government approved Cyber Essentials accreditation bodies but you are working towards gaining it, and will be in a position to confirm that you have been awarded a current and valid Cyber Essentials Plus certificate by one of the government approved accreditation bodies within 12 months of the date of award.
• 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

    • New or retained jobs on the contract workforce in the relevant area that meet the criteria set out in MAC 1b, 1c and 1d
    • Activities that support an environment where staff are educated about, and feel empowered to, address their physical wellbeing
    • Payment of more than the National Minimum Wage or National Living Wage (as appropriate) to the contract workforce
    • 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

  • 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.

    • 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

  • 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

    • Understanding of the types of businesses in the market and the level of participation by new businesses, entrepreneurs, start-ups, SMEs, VCSEs and mutuals
    • Ensuring accessibility to contracting and subcontracting opportunities for disabled business owners and employees
    • Understanding of local demographics, needs and opportunities for the co-design of the goods, services and works to be delivered under the contract
    • Plans for positive actions with community groups.
    • Plans to respond flexibly and adapt approaches to community engagement and initiatives

  • 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
    • Activities to reconnect people with the environment and increase awareness of ways to protect and enhance it

  • 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 employment and skills issues, and of the skills and employment shortages of high growth sectors relating to the contract
    • Delivery of training schemes and programmes to address any identified skills gaps and under-representation in the workforce for the contract (e.g. prison leavers, care leavers, kinship carers, disabled people)
    • 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
    • Working conditions which promote an inclusive working environment and promote retention and progression
    • 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

  • 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.

    • Understanding of the issues affecting the development of new skills by target cohort
    • 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
    • Understanding barriers to access to health and social care services or employment opportunities e.g. digital inclusion
    • Inclusive and accessible recruitment practices, development practices and retention policies that support-focused activities including those provided in the Guide for line managers on recruiting, managing and developing which support people with a disability or health condition

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 jennifer.warnes@whatcausedthis.com. Tell them what format you need. It will help if you say what assistive technology you use.