ICT REVOLUTIONS LTD

Lot 2b: Software as a Service (SaaS)

RETAIN : elearning for Social Care and Education systems, to augment or replace instructor-led training REVIEW : dashboards/supporting data for key information about team/user performance across Adults’ and Children’s social care, Early Help and associated Finance

Features

• RETAIN - Flexible eLearning covering basics and core processes
• RETAIN Fully bespoke courses for local processes available
• REVIEW Provides a fully documented data layer
• REVIEW Dashboards providing key information about cases & workers
• REVIEW Real-time reporting for service and team performance

Benefits

• RETAIN Reduces in-person training requirements and improve delivery efficiency
• RETAIN Reduces training costs
• REVIEW Allows self-delivery of key reports by operational staff
• REVIEW Accelerates the development of service reporting
• REVIEW Supports business transformation through business intelligence

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

Framework

G-Cloud 15

Service ID

703210627439937

Contact

Jonathan Goldie
07762 630363
finance@ictrevolutions.com

About your service

• Service categories:

  Application Development and Deployment

  Analytics and business intelligence

  • Business Intelligence
  • Advanced and predictive analytics
  • Location and geospatial data management and analytics
• Multi cloud support: Yes

Service scope

• Software add-on or extension: No
• Cloud deployment model:
  • Public cloud
  • Private cloud
  • Hybrid cloud
• Service constraints: No specific constraints
• System requirements:
  • REVIEW - VPN and Remote Desktop access
  • REVIEW - SQL Server Management Studio
  • REVIEW - Power BI Desktop
  • REVIEW - Power BI Gateway

User support

• Email or online ticketing support: Yes
• Support response times: Normal support hours are between 9.00 am and 5.00 pm Monday to Friday on any day of a calendar year other than days which are bank holidays in England and Wales. Response time is based upon the severity of the incident, with a 2-hour target for critical issues, rising to 16 hours for minor 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: All customers are provided with the account manager and technical support engineer's details. The technical support engineer will be a person who is intimate with the product the customer is using and will attempt to provide resolve an incident within 2 hours of notification via the Service Desk. All ICT Revolutions products contain an element of support and maintenance should something cease to work. Additional support can be purchased at the quoted day rates. See the Service Definition for more information and the Pricing Document for details of support costs.
• Support available to third parties: Yes

Onboarding and offboarding

• Getting started: RETAIN - we work closely with customers to identify the most relevant eLearning packages to support their objectives. This may include training needs analysis. RETAIN modules are designed for self-study and supported with user documentation which may be tailored by the customer. REVIEW - fully documented suite of reports supported with flexible/tailorable customer training packages. Training packages can be delivered online or in person.
• Service documentation: Yes
• Documentation formats:
  • ODF
  • PDF
  • Other
• Other documentation formats: Powerpoint
• End-of-contract data extraction: All data belongs to the customer. In the case of RETAIN and REVIEW, ICT Revolutions holds no customer data. REVIEW utilises data held in the customer's social caresystem; none of this data is transferred to, managed by or held by ICT Revolutions.
• End-of-contract process: Return of customer data in an agreed format and secure destruction of supplier copies of customer data included at no additional cost.
• Documentation accessibility standard: WCAG 2.2 AA

Using the service

• Web browser interface: Yes
• Supported browsers:
  • Microsoft Edge
  • Firefox
  • Chrome
  • Opera
• Application to install: Yes
• Compatible operating systems:
  • Android
  • IOS
  • Windows
• Designed for use on mobile devices: Yes
• Differences between the mobile and desktop service: RETAIN - Where hosted by ICT Revolutions, all content is available via mobile devices. Where customer-hosted, this will be dependent on your LMS. ; ; REVIEW - Consumption of dashboard content is supported via the PowerBI Android/iOS app
• Service interface: No
• User support accessibility: WCAG 2.2 AA
• API: No
• Customisation available: Yes
• Description of customisation: RETAIN Video content and format can be customised. We offer bespoke courses, and they can be hosted by us or exported. We also offer quizzes which can be fully bespoke and monitoring of usage. REVIEW Dashboards can be configured locally to show only the customer requested information. Reports can be created and modified by any customer, or we will help them develop what they need. The colour and appearance can also be amended. See the Service Definition for more information.

Scaling

• Independence of resources: We work with customers to identify their predicted usage and define server specifications that will meet these. We work with customers to review the ongoing performance of our products and make changes to infrastructure where required. This process includes an estimate of high usage, based on similar implementations in comparable Authorities, to ensure that server resources are scaled appropriately.

Analytics

• Service usage metrics: Yes
• Metrics types: We provide user access audit logs. Additional reports can be developed (which may be at a cost).
• Reporting types:
  • Regular reports
  • Reports on request
• 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: Developed Vetting (DV)

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: Supplier-defined controls
• 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
• Data sanitisation process: Yes
• Equipment disposal approach: A third-party destruction service
• Data sanitisation type: Physical Destruction / Hardware containing data is completely destroyed

Data importing and exporting

• Data export approach: RETAIN: If hosted by ICT Revolutions, we will provide SCORM-compliant MP4 and SRT files on request. Where hosted by the customer, this is dependent on LMS and local policies. REVIEW: Data can be exported in the standard PowerBI formats including CSV and PDF
• Data export formats:
  • CSV
  • ODF
• Data import formats:
  • CSV
  • ODF
  • Other
• Other data import formats: Configurable

Data-in-transit protection

• Data protection between buyer and supplier networks: IPsec or TLS VPN gateway
• Data protection within supplier network: IPsec or TLS VPN gateway

Availability and resilience

• Guaranteed availability: We guarantee a 99% availability within normal operating hours, as agreed with each customer. If we fail to meet this standard we offer service credits
• Approach to resilience: Details available on Request - The critical system components that are required to maintain availability and recover service in the event of outage have been identified. Critical system components are backed up across multiple, isolated locations. Each location is engineered to operate independently with high reliability. Locations that automatically fail-over without interruption. Highly resilient systems, and therefore service availability, is a function of the system design.
• Outage reporting: Email Alerts to named customer representative(s)

Identity and authentication

• User authentication needed: Yes
• User authentication:
  • Multi-Factor Authentication (MFA)
  • Username or password
• Access restrictions in management interfaces and support channels: RETAIN There is no management interface presented to customers when hosted by ICT Revolutions, customers self-hosting will use their own Learning Management System's controls. ; ; REVIEW content uses the customer's own end-user account controls for PowerBI and SSRS access.
• Access restriction testing frequency: At least once a year
• Management access authentication:
  • Identity federation with existing provider (for example Google Apps)
  • 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: 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: User-defined

Security governance

• Named board-level person responsible for service security: Yes
• Security governance certified: Yes
• Security governance standards: Other
• Other security governance standards: Cyber Essentials Plus, working towards ISO 27001
• Information security policies and processes: We are Cyber Essentials Plus accredited for our internal information management policies and incident management processes. When working with customer data, we operate a policy where it never leaves their infrastructure, and we are signatories to their security, data protection and data management policies, including incident management, on the basis that we must meet the requirements of their PSN certification. Our own internal policies governing information security include: - Access Control Policy - Acceptable Use Policy - Communication Policy - Data Security & Confidentiality Policy
• 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: REVIEW Initial customer configuration is identified via a workshop, and tested and confirmed at each round of User Acceptance Testing. At each application release, new functionality and configuration options are communicated to each customer to enable them to make decisions to suit their business processes. Configuration options are visible to admin users via the application, and in the case of REVIEW are exposed to users of the dashboards. RETAIN For bespoke materials, content is agreed and scripted alongside the customer. Once completed, there is no scope for configuration changes without reproducing the content.
• Vulnerability management type: Complies with a recognised standard, for example CSA CCM v4.0 or SSAE-18 / ISAE 3402
• Vulnerability management approach: ICT Revolutions identify work with customers to identify and resolve any vulnerabilities affecting our products. Where any vulnerabilities are identified, they are assessed and triaged for resolution. ICT Revolutions develop and test our applications to work with new releases of application and database server technologies, and work with customers to move to these where appropriate.
• Protective monitoring type: Complies with a recognised standard, for example CSA CCM v4.0 or SSAE-18 / ISAE 3402
• Protective monitoring approach: ICT Revolutions has instituted a set of business processes, with support technology, to monitor and audit how our own and our customer's ICT systems are used and to assure user accountability. Protective Monitoring activities are limited to those associated with security controls: Inspecting firewall logs, investigating operating system security alerts and monitoring. Protective Monitoring includes obtaining server and systems log information and securing for a set period ICT logs in order to provide an audit trail of security relevant events of interest. We are Cyber Security Plus accredited, and are in the process of registering our ISO 27001 standards.
• 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 identify incidents and record them in our Incident Management Log, through automated monitoring systems or by a user contacting us. Incident reporting and communication begin simultaneously so that as an incident is identified, we communicate clearly to the customer that a disruption is taking place and investigation is in progress. Impact assessments guide the description of priority and severity - these are used to determine the level of support. Diagnosis helps to isolate specific effects from the root causes and identify the synergy between the incident, changes to the technical environment and documented issues.
• Post-quantum cryptography secure: Yes

Secure development

• Approach to secure software development best practice: Conforms to a recognised standard, but self-assessed

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: 5%
• 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: 15%
• Over £5,000,001: 15%

Non-mandatory Standards and certifications

• ISO/IEC 27001 certification: No
• ISO 28000:2022 certification: No
• ISO 9001 certification: No
• Quality management systems (QMS): No
• CSA STAR certification: No
• PCI certification: No
• Cyber essentials: Yes
• Please provide your Cyber Essentials Certificate Number: 18e5058f-7f83-43d2-80f5-7f3f8a2d6251
• Cyber essentials plus: Yes
• Please provide your Cyber Essentials Plus Certificate Number: 96c45256-c127-4e7c-858c-54446f2ff7ec
• 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

    • 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
    • Payment of more than the National Minimum Wage or National Living Wage (as appropriate) to the contract workforce
    • Support for the contract workforce by providing career advice, and providing opportunities for staff working on the contract with in-work progression career development into known skills shortages or high growth areas
    • Support for educational attainment relevant to the contract, including training schemes that address skills gaps and result in recognised qualifications
    • 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.

    • 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

    • Activities that demonstrate a collaborative way to work with a diverse range of businesses as part of the supply chain
    • Methods for engaging with different parts of the community (including the education system and charities representing the community) and how communities come together to inform decisions, strategy and projects to leave a positive legacy for future generations

  • 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
    • 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
    • Inclusive and accessible recruitment practices, and retention-focused activities, including those provided in the Guide for line managers on recruiting, managing and developing people with a disability or health condition

  • 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
    • 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 finance@ictrevolutions.com. Tell them what format you need. It will help if you say what assistive technology you use.