GOASSETWORKS LIMITED

AssetWorks IWMS for Estates and Facilities Management

GoAssetWorks Limited is the UK sales arm of AssetWorks Inc., Facilities. The AssetWorks IWMS software suite is a fully integrated solution to address your organisation's maintenance management, space management, construction project management, asset lifecycle, inventory management and utility management needs. A complete solution from request inception to work close out.

Features

• Single Data Base. Single source of truth
• Fully integrated Real-Time Data shared across all users
• Out of the Box reporting, API link to external systems
• Full Asset Management life cycle
• COTS solution with Customer configuration tools
• 100% focused on Higher & Further Education
• Customer Configurable Work Flows Templates surveys and Reports
• Space and project planning, planned and reactive maintenance
• Two instances as standard
• Capital planning and asset lifecycle management

Benefits

• Breaks down information silos eliminates data duplication
• Only uses the latest data for improved decision making
• Quick start and easily links to core systems
• Plan preventative maintenance and warranty compliance
• Considerably reduces the TCO with no reliance on supplier PS
• 100% focused on delivering what you need
• Customers can become self-reliant reduces TCO
• Full-featured IWMS solution
• Production and test environments
• Provides accurate data to support business cases

£46,746 to £124,245 a licence a year

• Free trial available

Service documents

• Pricing document

  PDF

• Skills Framework for the Information Age rate card

  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 andy.okeeffe@assetworks.com. Tell them what format you need. It will help if you say what assistive technology you use.

Framework

G-Cloud 14

Service ID

123484354713555

Contact

Andy OKEEFFE
07301274414
andy.okeeffe@assetworks.com

Service scope

• Software add-on or extension: No
• Cloud deployment model: Private cloud
• Service constraints: Planned Maintenance: For hosted/SaaS customers, we perform server maintenance one Sunday a month. AssetWorks will provide at least 14-day notice to any changes in the published maintenance schedule.; ; Unplanned Outages: AssetWorks will use reasonable efforts to provide Customer with prior (written) notice. With written notification of “unplanned maintenance” and agreement from Customer, SLAs will not apply during unplanned maintenance.; ; Emergency Maintenance: AssetWorks reserves the right to perform emergency maintenance as needed outside the scheduled maintenance. Any such maintenance will be considered an “Emergency Maintenance”. SLAs will apply during Emergency Maintenance.
• System requirements:
  • AiM product requires a web browser: Chrome/Safari/Firefox/Edge
  • ReADY product requires a web browser: Chrome/Safari/Firefox/Edge
  • Go product requires mobile devices running at least Apple iOS15
  • AiMCAD product requires the client to have AutoCAD2020 or higher

User support

• Email or online ticketing support: Email or online ticketing
• Support response times: Rate of response is as soon as possible within the next 24 hours on business days unless a prior arrangement has been made between provider and customer. ; ; The Customer Care portal is run on Atlassian’s JIRA platform which allows seamless integration with all levels of the organisation for clear and concise change management and escalation of defects while maintaining clear visibility to the end user as each raised ticket makes its way through the process to resolution. As an alternative AssetWorks offers the support for direct email facilitysupport@assetworks.com.
• User can manage status and priority of support tickets: No
• Phone support: Yes
• Phone support availability: 9 to 5 (UK time), 7 days a week
• Web chat support: No
• Onsite support: Yes, at extra cost
• Support levels: There is a single level of support offered to all AssetWorks customers with the online ticket system and phone support.; ; Priority 1: Critical Business Impact (Production Systems Down) – AssetWorks is required to respond to these problems within 30 minutes of being reported.; ; Priority 2: Significant Business Impact - Important Features are unavailable with no acceptable workaround. AssetWorks attempts to respond to these problems within two hours of being reported.; ; Priority 3: Some Business Impact (Standard Priorities) – Questions regarding product features and functionality; important system features unavailable but workaround available; less significant features with no reasonable workaround. AssetWorks is required to respond within four hours of being reported.; ; Priority 4: Minimal Business Impact – Requests of information, enhancement requests, or documentation clarification.
• Support available to third parties: Yes

Onboarding and offboarding

• Getting started: There is user documentation and the customer care portal as the primary resources for users to get started. The resource centre is also a great source as it’s where all training videos and past webinars are stored, including the AssetWorld conference. On-site training falls under professional services engagement and is subject to additional cost.
• Service documentation: Yes
• Documentation formats:
  • HTML
  • PDF
• End-of-contract data extraction: All screens within the AiM application allow for the ability to search for data, select the data elements to be displayed and can be exported in CSV format, this can be done at any time. AssetWorks provides a robust end to end REST API to allow for extraction of data in structure format (JSON), this can be done at any time. At contact end, the client is contractually entitled to make the request and receive the complete database backup of their data.
• End-of-contract process: At the termination of a contract, the client is contractually entitled to make the request and receive the complete database backup of their data. Within 10 working days all customer data will be deleted from our systems.

Using the service

• Web browser interface: Yes
• Supported browsers:
  • Microsoft Edge
  • Firefox
  • Chrome
  • Safari
• Application to install: No
• Designed for use on mobile devices: Yes
• Differences between the mobile and desktop service: The AssetWorks’ Go family of apps are native mobile apps for Apple iOS devices running version at least 15. The AssetWorks AiM web application can be run on other mobile devices via the browser. The AssetWorks ReADY customer portal application is a fully responsive design that can be run on other mobile devices from a web browser.
• Service interface: Yes
• User support accessibility: WCAG 2.1 AA or EN 301 549
• Description of service interface: The Customer Care portal is run on Atlassian’s JIRA platform which allows seamless integration with all levels of the organisation for clear and concise change management and escalation of defects while maintaining clear visibility to the end user.; ; A primary point of contact is identified when the ticket is created and clearly visible on the customer facing information along with status of ticket. Customer Care portal allows submission of service tickets, enhancement requests, or defects. Defects verified by the Maintenance Engineering Team responsible for flagging common/critical issues to be fixed for future release or imminent patches.
• Accessibility standards: WCAG 2.1 AA or EN 301 549
• Accessibility testing: AssetWorks currently attests to a level AA compliance with WCAG 2.0, is in the process of re-certifying to WCAG 2.1 AA by the end of the calendar year. A VPAT (Voluntary Product Accessibility Template) can be provided upon request.
• API: Yes
• What users can and can't do using the API: AssetWorks offers a robust API that supports both modern REST as well as SOAP. The API is complete and allows for select/view of data, as well as inserting and updating data. AssetWorks supports completely custom API calls, as well as offers a catalogue of common standard data connectors (SDC) Standard Data Connectors are a class of Business Automation solutions that are individually licensed as AssetWorks products. An SDC is generally named for the AiM screen whose data it is importing or exporting using a data file (Example: Account Inbound, Organization Inbound, etc.). They will execute according to a configurable schedule. Each SDC is delivered as a ZIP package containing all the files needed to install the solution. SDC solutions provide a significant "building block" in the development of integrations with other systems, enabling customers by reducing the custom effort and time needed to build a functional data interface.; Training and documentation is available for the AssetWorks API’s. ; ; As part of the AssetWorks standard service offering, each client is provided with both a production environment as well as test/sandbox environment
• API documentation: Yes
• API documentation formats: Open API (also known as Swagger)
• API sandbox or test environment: Yes
• Customisation available: Yes
• Description of customisation: While AssetWorks is a commercial off the shelf solution provide as Software as a Service, the solution has been designed to allow for a high degree of configuration as well as some customisation. The AssetWorks solution was designed such that customisation do not impact the upgradeability of the application and never result in a client being “stuck” at a particular software version: All major application screens allow for up to 60 custom user defined fields to be defined; All labels on AiM screens can be relabelled/customised; All major screens allow for business automation scripting, that can be triggered before or after insert/update; Custom reports can be created and loaded into the report manager and linked to screens; Custom Surveys can be created using the survey template designer; Custom Inspections can created using the inspection type designer; ReADY Request allows for customer request templates with the template and workflow designer; Custom integrations are supported that utilise the AssetWorks REST API; Customer integrations can be developed by AssetWorks to the customer’s specification.

Scaling

• Independence of resources: Customer hosted systems are managed on their own individual Amazon Virtual Private Cloud (Amazon VPC). The VPC allows for full control over the networking environment to include resource placement, connectivity, and security. Other hosted environments do not interact nor puncture into dedicated resources for each customer system.

Analytics

• Service usage metrics: Yes
• Metrics types: The AiM application has robust logging capabilities for all aspects of the application. Upon request, AssetWorks can provide a dashboard of usage details down to hourly usage of application end point. This includes the ability to display “high water” usage per day. At a minimum this can be reviewed with the client on annual basis to determine if they are within their contractual limits.
• Reporting types: Real-time dashboards

Resellers

• Supplier type: Not a reseller

Staff security

• Staff security clearance: Other security clearance
• Government security clearance: Up to 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 every 6 months
• Penetration testing approach: Another external penetration testing organisation
• Protecting data at rest:
  • Physical access control, complying with SSAE-16 / ISAE 3402
  • Other
• Other data at rest protection approach: Data protection is done via encryption and physical access control from AWS in their data centres.
• Data sanitisation process: Yes
• Data sanitisation type: 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: All screens within the AiM application allow for the ability to search for data, select the data elements to be displayed, and can be exported in CSV format. Any of these actions can be done at any time within the system. AssetWorks provides a robust end to end REST API to allow for extraction of data in structure format (JSON), this can be done at any time. The client can request and receive the complete database backup of their data 4 times annually without additional charge (more frequently can be negotiated).
• Data export formats: Other
• Other data export formats:
  • ReADY - .gz
  • AiM - .sql or .bak
  • Mongo - .json/.bson
• Data import formats: Other
• Other data import formats:
  • MySQL & Oracle - .sql
  • MSSQL - .bak
  • MongoDB - .json or .gz

Data-in-transit protection

• Data protection between buyer and supplier networks:
  • TLS (version 1.2 or above)
  • IPsec or TLS VPN gateway
  • Other
• Other protection between networks: SAML (Security Assertion Market Language) is also available for customers who would prefer that instead.
• Data protection within supplier network:
  • IPsec or TLS VPN gateway
  • Other
• Other protection within supplier network: Customer environments exist with its own Virtual Private Network, via logical separation. Access control is maintained via security groups

Availability and resilience

• Guaranteed availability: AssetWorks' standard contractual SLA (Service Level Agreement) for AiM availability is 98% when AssetWorks is the hosting provider. AssetWorks utilizes AWS (Amazon Web Services) for the infrastructure hosting for AiM, and the AWS SLA is "AWS will use commercially reasonable efforts to make the Included Services each available for each AWS region with a Monthly Uptime Percentage of at least 99.9" (https://aws.amazon.com/compute/sla/). ; ; Service uptimes and availability are negotiated in the service-level agreement. The Application will be accessible and available to the Customer and capable of any and all normal operating functions 24 hours a day, seven days a week, except for periods of Scheduled Maintenance and previously approved outages. AssetWorks will not be held responsible for inaccessibility arising from communications problems occurring anywhere beyond the Amazon Web Services side of the router resident at the Data Centre, nor will these hours of unavailability be counted as unavailable.
• Approach to resilience: Our data centre is provided through AWS and they determine the parameters of resiliency and security, for more details refer to: https://aws.amazon.com/compliance/data-center for more information
• Outage reporting: AssetWorks take proactive notification of potential and actual outage very seriously. AssetWorks utilises a software package, Nagios, for proactive monitoring, it provides email alerts in the event of an outage as well as notifications on events that are predictors of impending outage (e.g. disk space usage). AssetWorks is constantly researching and implementing tools and techniques to provide all commercially reasonable methods to avoid outages.

Identity and authentication

• User authentication needed: Yes
• User authentication: 2-factor authentication
• Access restrictions in management interfaces and support channels: AiM has its own set of permissions that can be given and its own “role” of an admin user from within the app for the customer. ReADY also offers the same level of permissions to designated users on the customer side, additionally “dynamic roles” can be delegated. Both apps can be integrated with SAML/SSO/CAS.
• Access restriction testing frequency: At least every 6 months
• Management access authentication:
  • 2-factor authentication
  • 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: 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: User-defined
• How long system logs are stored for: User-defined

Standards and certifications

• ISO/IEC 27001 certification: No
• ISO 28000:2007 certification: No
• CSA STAR certification: No
• PCI certification: No
• Cyber essentials: Yes
• Cyber essentials plus: No
• Other security certifications: Yes
• Any other security certifications:
  • ISO27001 certification in-process, anticipated completion 2022 calendar year
  • Working on SOC-2 accreditation

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: AssetWorks' Data Security Team is responsible for governance, risk management, and compliance efforts. AssetWorks passed the SSAE18-SOC 2. AssetWorks is in the process of certifying to the international ISO-27001 standard.
• Information security policies and processes: AssetWorks has two security employees responsible for corporate GRC requirements, penetration testing, vulnerability management, and more. AssetWorks security policies conform to NIST standards. AssetWorks' Data Security Team is responsible for governance, risk management, and compliance efforts.

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: The process and components vary in consistency based upon the customer’s needs/requests.
• Vulnerability management type: Conforms to a recognised standard, for example CSA CCM v3.0 or SSAE-16 / ISAE 3402
• Vulnerability management approach: AWS Data Centre Physical Security Mechanisms are reviewed by independent external auditors for our SOC, PCI DSS, ISO 27001, and FedRAMP compliance. AssetWorks has two security employees responsible for corporate GRC requirements, penetration testing, vulnerability management, and more. AssetWorks security policies conform to NIST standards. AssetWorks' Data Security Team is responsible for governance, risk management, and compliance efforts. Patches are deployed as needed and when deemed ready for the software to support it.
• Protective monitoring type: Conforms to a recognised standard, for example CSA CCM v3.0 or SSAE-16 / ISAE 3402
• Protective monitoring approach: AssetWorks utilises, commercially available solutions from Rapid7 (https://www.rapid7.com/), and CrowdStrike (https://www.crowdstrike.com/ ) for proactive and protective monitoring processes. AssetWorks will handle incidents in the order of, framed, assessed, prioritised, and then monitored. Of course, things are subject to change and priorities will be assigned in fluctuation with the severity of the incident, per incident. AssetWorks responds as quickly as possible to all incidents and defers to the Disaster Recovery plan for roles, responsibilities, and procedures. Customers are notified in either the order of discovery or the level of severity, depending on the situation.
• Incident management type: Conforms to a recognised standard, for example, CSA CCM v3.0 or ISO/IEC 27035:2011 or SSAE-16 / ISAE 3402
• Incident management approach: The AssetWorks Incident Response Policy is tested at minimum annually as part of the SSAE18 SOC2 certification. There is defined criteria, based on the assessed severity of the incident, which decides when customers are notified with details of the incident as well as remediation.

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

Social Value

• Social Value:

  Social Value

  • Fighting climate change
  • Covid-19 recovery
  • Tackling economic inequality
  • Equal opportunity
  • Wellbeing

  Fighting climate change

  AiM, AssetWorks’ Integrated Workplace Management Solution includes an Energy Management Module. The module enables users to track energy consumption by building. Allowing them to be able to accurately report and analyse where improvements have been or are being made.; ;  Also available in the AiM IWMS solution is a Capital Planning and Project Management Solution where Project Managers and Administrators can easily create and track measurements and validations for new construction and renovation projects.;  Our Green and Sustainability module supports organisational initiatives to keep assets working efficiently and effectively through the ages in an environmentally conscious way. It does this by enabling users to track green initiatives and their related tasks and costs for everything from best-in-class building strategies to sustainability efforts to cut greenhouse emissions. Within AiM, this tracking takes place on work orders (including preventive maintenance-related work orders), green-related properties, the stocking and purchasing of green inventory and vendor items, and planning for future, green initiative-related work orders. The Green Initiative Screen provides a flexible tool to track whatever, green-related projects the user deems appropriate, for everything from LEED certification of new construction to tracking the procurement of environmentally sensitive parts and materials.;  The integrated Assessment and Needs Analysis module continues the fight by supporting the tracking of conventional assessment data in the form of deficiencies as well as planned Asset Life Cycle renewal events. Users can then directly track projects and known deficiencies for detailed use in strategic planning scenarios to support future budgeting and funding.

  Covid-19 recovery

  ReADY Request is AssetWorks’ solution for campus and community engagement. It gives users outside of your estate’s organisation the ability to create and/or self-report incidents and issues. Administrators can create custom forms to facilitate desired workflows of requests and incidents from student/faculty support related to COVID-19 recovery activities.;  AssetWorks’ Go Asset Management mobile application furthers this by enabling the creation and completion of COVID-19 recovery-related inspections to ensure standards are adhered to, non-compliance is documented, and any necessary remedial actions are appropriately tracked and engaged.

  Tackling economic inequality

  Assetworks/Trapeze are keen to support local communities by improving the skills of its local people. As part of our Social Value programme we will look to undertake local school and college visits to deliver careers talks in regard to Software Engineering. Our Product Managers will be responsible for this Social Value Output and will monitor and track all local school and college activities undertaken in support of improving the skills of its local people. The outcome of these activities will be reported to the Social Value Delivery Team.

  Equal opportunity

  The Inclusive Tech Alliance (ITA) has been set up in response new research by agency Inclusive Boards that will show the sector is significantly lagging behind others on diversity within senior leadership. (https://www.inclusivetechalliance.co.uk) Trapeze Group UK is a founding member of the Inclusive Tech Alliance (ITA) which was launched to improve diversity within the tech sector. Membership is Active Trapeze Group UK Limited has been announced as a Founding Member of a new Alliance being launched to improve diversity within the tech sector. The Inclusive Tech Alliance has been set up in response new research by agency Inclusive Boards that will show the sector is significantly lagging behind others on diversity within senior leadership

  Wellbeing

  The company has a Healthy Minds programme that is run by our HR, this includes the distribution of our Healthy Minds newsletters to all staff every quarter. Uploading of the newsletters and training to the Learning Library. Our HR Manager is responsible for this Social Value Output and will monitor and track all Diversity activities undertaken in support of the Wellbeing programmes including the Healthy Minds initiative. The outcome of these activities will be reported to the Social Value Delivery Team.

Pricing

• Price: £46,746 to £124,245 a licence a year
• Discount for educational organisations: No
• Free trial available: Yes
• Description of free trial: Free demonstrations of the software are offered, trials aren’t offered because of the amount of configuration options available. To help customers, we also offer free “Guided review sessions” for qualified opportunities. This is where a sandbox is provided and the prospect can follow along with our expert.

Service documents

• Pricing document

  PDF

• Skills Framework for the Information Age rate card

  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 andy.okeeffe@assetworks.com. Tell them what format you need. It will help if you say what assistive technology you use.