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  1. Digital Marketplace
  2. Lot 2: Cloud software


Secure hosting, development, Case Management.

Children: front-door referral service, child protection, family hubs, care orders, Regional Adoption Agencies, prospective adopter assessment, adoption support, letterbox, fostering, foster carer recruitment, assessment, panel, payments, residential care, semi-independence, care leavers, supported living,

Adults: shared lives, residential care, supported employment, day care and domiciliary care.


  • Adopter/foster carer recruitment, training, assessment, panel, approval and placements
  • Front-door referral service, court, care order, social worker caseload
  • Family finding by ethnicity, gender, age, postcode, matching considerations
  • Potential links, matches, placement plans and outcomes monitoring
  • Ofsted/CSSIW/TUSLA/Care Inspectorate, ASGLB, CQC, BASE regulatory reporting
  • Digital Letterbox (Keeping In Touch) for adopters and birth families
  • Real-time communication and verification of case notes/supervisions
  • Young people, service users and children in care access
  • Foster family daily logs; adopter, care worker, family member access
  • Secure hosting, development of, and integration with, other applications


  • Immediate access for case workers to records and case notes
  • Share information in a timely fashion with caregivers
  • Provide access to key information, to all stakeholders
  • Quickly identify support needs and manage care plans
  • Manage potential matches of children and vulnerable adults
  • Raise alerts and prompts for key workers and support staff
  • Facilitate daily recording of events in line with care regulations
  • Allow access to panel papers, securely, online for all members
  • Keep track of all applications to foster and adopt
  • Share outcomes of children in care with LA social workers


£100 to £100 a licence a month

  • Free trial available

Service documents

Request an accessible format
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G-Cloud 13

Service ID

1 1 8 0 0 7 7 1 9 0 0 4 4 6 8


Telephone: 07930541248

Service scope

Software add-on or extension
Cloud deployment model
Private cloud
Service constraints
No constraints
System requirements
Internet Browser

User support

Email or online ticketing support
Email or online ticketing
Support response times
2 hours during weekdays 09:00 - 17:00
User can manage status and priority of support tickets
Phone support
Phone support availability
9 to 5 (UK time), Monday to Friday
Web chat support
Onsite support
Onsite support
Support levels
CHARMS telephone support is provided at no extra charge to all users with unlimited calls and support length. Maximum response time is two hours.
First line support calls are all dealt with immediately. No telephone menu system. Calls are put straight through to the support team, based in the UK.
Account Manager support is also free.
Technical assistance is also free.
Support available to third parties

Onboarding and offboarding

Getting started
CHARMS implementations follow a well rehearsed implementation process which includes a formal and detailed business analysis.
Onsite training is provided free of charge.
All users are trained, hands on, in small groups of up to 4 people.
Users are trained in the specific features applicable to their role(s).
CHARMS Champions are provided with additional training to give them sufficient knowledge and confidence to cascade train new starters and to provide refresher training.
New starters may also be trained by expert CHARMS trainers either on site or remotely, at no charge.
Service documentation
Documentation formats
  • HTML
  • PDF
  • Other
Other documentation formats
  • Word
  • Google Docs
  • Wiki
  • Powerpoint
  • Videos
End-of-contract data extraction
The contract includes a commitment to offer a full copy of the data and associated files in any common format without charge. This would include a full SQL Server backup and ZIP file of all attached electronic documents.
End-of-contract process
At contract termination a timeline is agreed with the customer and they may ask for a copy of the data in advance of termination for data import trials, followed by a final copy of the data at the termination date.
Full support is offered to the customer, or their representatives, to understand the database structure/schema.
There is no charge for any of the above.

Using the service

Web browser interface
Supported browsers
  • Internet Explorer 11
  • Microsoft Edge
  • Firefox
  • Chrome
  • Safari
  • Opera
Application to install
Designed for use on mobile devices
Differences between the mobile and desktop service
Service interface
User support accessibility
WCAG 2.1 A
What users can and can't do using the API
There are a number of secure APIs to exchange sensitive data with other systems.
APIs can be tailored for each customer. APIs are provided for customer reporting and taking enquiries from customer websites direct to CHARMS.
CHARMS works as an enterprise solution and shares and consumes data from other enterprise software and data stores.
API documentation
API documentation formats
  • Open API (also known as Swagger)
  • PDF
  • Other
API sandbox or test environment
Customisation available
Description of customisation
CHARMS allows designated users to customise forms and lookup lists to suit local regulatory requirements.
Different service areas can modify labels and features depending on needs.
The frontend user interface allows users, with appropriate permissions, to undertake customisation.
Customers can ask SCN to customise CHARMS for them.
CHARMS is designed to support the way the user works - it is not proscriptive.


Independence of resources
Each user has their own SQL Server database and their own website URL. All systems are mirrored and optimised to ensure there are no demand issues. Our infrastructure guarantees unlimited broadband access.
Load balancing is implemented.


Service usage metrics
Metrics types
User logins.
Service uptime.
Data changes.
Any custom metric specified by the customer.
Reporting types
  • Regular reports
  • Reports on request


Supplier type
Not a reseller

Staff security

Staff security clearance
Conforms to BS7858:2019
Government security clearance
Up to Baseline Personnel Security Standard (BPSS)

Asset protection

Knowledge of data storage and processing locations
Data storage and processing locations
United Kingdom
User control over data storage and processing locations
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
  • Physical access control, complying with another standard
  • Encryption of all physical media
Data sanitisation process
Data sanitisation type
  • Explicit overwriting of storage before reallocation
  • Deleted data can’t be directly accessed
Equipment disposal approach
Complying with a recognised standard, for example CSA CCM v.30, CAS (Sanitisation) or ISO/IEC 27001

Data importing and exporting

Data export approach
Users may request a full copy of their data at any point of the contract. They can also be provided with regular, scheduled backups for storage on their own infrastructure.
Users may also be set up with reports to extract data in common formats such as CSV, XML, Excel, Json.
Associated files can be extracted by users with appropriate levels of access.
There is no charge for any of the above.
Data export formats
  • CSV
  • ODF
  • Other
Other data export formats
  • XML
  • Excel
Data import formats
  • CSV
  • ODF
  • Other
Other data import formats
  • Excel
  • XML

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
100% Connectivity Availability - This is access to the infrastructure
99.5 Application Availability - This is access to the application.

If availability falls below the Uptime Service Level in a given calendar month (Service Delivery Failure), the Supplier shall credit the Customer's account by an amount calculated as the product of the total cumulative downtime (expressed as a percentage of the total possible uptime minutes in the month concerned) and the total Monthly Hosting Fee and Monthly Software Licence Fee owed for that month (Service Credit).
Approach to resilience
CHARMS is delivered through two geographically separate datacentres. These centres are located on either side of the city of Manchester.

All hardware infrastructure is mirrored in each datacenter. One datacenter acts as the failover - all activity in the prime datacenter is immediately updated to the failover datacenter in real time.
Outage reporting
The service reports outages and problems through our public wiki.

Emails are sent to key users.

SCN Account Managers will also telephone all customer main contacts.

Identity and authentication

User authentication needed
User authentication
  • 2-factor authentication
  • Identity federation with existing provider (for example Google Apps)
Access restrictions in management interfaces and support channels
Approved Users Only
Access restriction testing frequency
At least every 6 months
Management access authentication
  • 2-factor authentication
  • 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
At least 12 months
Access to supplier activity audit information
Users have access to real-time 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

Standards and certifications

ISO/IEC 27001 certification
ISO 28000:2007 certification
CSA STAR certification
PCI certification
Cyber essentials
Cyber essentials plus
Other security certifications

Security governance

Named board-level person responsible for service security
Security governance certified
Security governance standards
Other security governance standards
Cyber Essentials.

Cyber Essentials Plus should be in place by October 31st 2020.

We are working through to ISO 27001:2013 accreditation.
Information security policies and processes
Our information security policies are mapped to ISO27001:2013. We have an ISMS and are currently preparing for an accreditation inspection.

We have in place accreditation of basic technical controls as specified by Cyber Essentials.

We undertake staff security training on a continuous basis and development team security training annually. We have enshrined security requirements in our staff contracts and handbook.

We conduct regular testing and reviews of our measures to ensure they remain effective, and act on the results of those tests where they highlight areas for improvement.

Where appropriate, we implement measures that adhere to an approved code of conduct or certification mechanism.

We ensure that any data processor we use also implements appropriate technical and organisational measures.

Operational security

Configuration and change management standard
Conforms to a recognised standard, for example CSA CCM v3.0 or SSAE-16 / ISAE 3402
Configuration and change management approach
As part of the CHARMS configuration and change management procedures, all changes are applied and tested in a separate development environment before being approved for use on live systems. All changes are requested and tracked in a task management system and each change request is assigned to a member of the development team to enable it to be tracked and audited. Vulnerability scans are performed prior to every major release to ensure that any changes have been analysed for potential security impacts.
Vulnerability management type
Supplier-defined controls
Vulnerability management approach
CHARMS perform vulnerability scanning on both the application and the infrastructure to ensure the security of the whole system. Each release of CHARMS is scanned before the web application is released into production. Patch management procedures are in place to ensure that servers are regularly updated with the latest security patches. Critical patches are applied within seven days of being released. All patches undergo testing on development systems prior to installation on production servers to ensure there is no adverse impact on system. The infrastructure team subscribe to security and vendor newsletters to stay updated with the latest security vulnerabilities.
Protective monitoring type
Supplier-defined controls
Protective monitoring approach
Our infrastructure is protected by Cisco hardware and web application firewalls are used to further secure our applications. These scan and log all connections and any potentially malicious requests are automatically blocked. All system activity is captured and audited (including IP addresses). Connection attempts (both successful and failed) are audited and the audit logs are regularly analysed for suspicious activity.
In addition to our internal monitoring systems our managed hosting provider has their own monitoring systems in place. If alerted to any situation that threatens the performance/security of our infrastructure, incident tickets are automatically logged and our technical team contacted.
Incident management type
Supplier-defined controls
Incident management approach
Users can raise incidents by phoning any of our support numbers, by emailing the support team or by contacting their account manager. Incidents will then be prioritised and assigned to an appropriate member of staff. The CHARMS support team follow pre-defined procedures for addressing common events. Customers will be supplied with a copy of the incident report and a copy will be retained in our internal incident tracking portal.

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

Social Value

Fighting climate change

Fighting climate change

We aim to achieve 100% carbon neutrality for business operations and to reduce business operation CO2e by 2%, year on year.
Covid-19 recovery

Covid-19 recovery

We have created employment, re-training and other return to work opportunities for those left unemployed by COVID-19, and support people and communities to manage and recover from the impacts
of COVID-19, including those worst affected or who are shielding.

We support the physical and mental health of people affected by COVID-19, including reducing the demand on health and care services.
Tackling economic inequality

Tackling economic inequality

We create employment opportunities particularly for those who face barriers to employment and/or who are located in deprived areas in and around Rochdale.
Equal opportunity

Equal opportunity

We actively work to increase the representation of disabled people in
our workforce. We support disabled people in developing new skills relevant to the contract, including through training schemes that result in recognised qualifications.


We support the health and wellbeing, including physical
and mental health, of our workforce. We achieve this by providing working conditions that are conducive to all people irrespective of their role.


£100 to £100 a licence a month
Discount for educational organisations
Free trial available
Description of free trial
All features are included in the free trial.

Service documents

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 Tell them what format you need. It will help if you say what assistive technology you use.