NICANDER LIMITED

Electric Vehicle Charger Infrastructure Asset Maintenance System

The Nicander Asset Management System for EV charging infrastructure provides full asset registration, fault and lifecycle management to optimise charger availability, reliability and asset life. The system supports evidence led planning and investment, with users accessing a single, authoritative platform through web and mobile applications.

Features

• Comprehensive EV charging asset register and single source of truth
• Real time charger status, availability and fault management
• Integration with charge points and operator management systems
• Preventive and reactive maintenance planning and management
• Work order creation, assignment and tracking
• Asset condition, performance and lifecycle management
• Configurable dashboards and automated performance reporting
• Infrastructure gap analysis and deployment planning support
• Document, photo and certificate storage against assets
• Role based access and contract separation support

Benefits

• Improved Charger Availability: Reduce downtime and keep chargers operational longer.
• Optimising Decisions: Target funding using accurate performance and utilisation data.
• Lower Operational Costs: Reduce inspection, maintenance and fault resolution costs.
• Transparent Operations: All faults, actions and decisions are fully auditable.
• Improved Contractor Performance: Monitor response times, quality and compliance consistently
• Proactive Maintenance Planning: Identify issues early and prevent unplanned failures.
• Stakeholder Confidence: Provide clear visibility of network performance and reliability.
• Faster Fault Resolution: Streamline workflows to restore charger quickly.
• Network Expansion: Identify gaps and prioritise future charging infrastructure deployment.
• Centralise EV charging asset, fault and performance data.

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 Portals@Nicander.co.uk. Tell them what format you need. It will help if you say what assistive technology you use.

Framework

G-Cloud 15

Service ID

131677901829166

Contact

Sam Brierley
+44 (0) 7733014995
Portals@Nicander.co.uk

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
  • Community cloud
  • Hybrid cloud
• Service constraints: None
• System requirements:
  • Modern Browser
  • The 2 latest major releases of IOS and Android

User support

• Email or online ticketing support: Yes
• Support response times: We respond to customer questions during UK business hours, typically within one working day. Urgent queries or issues raised through the service desk are prioritised in line with agreed service levels, with higher priority requests receiving faster response times. Response times are measured from the point a request is received and acknowledged, ensuring customers are kept informed of progress and next steps throughout the resolution process.
• User can manage status and priority of support tickets: Yes
• Online ticketing support accessibility: WCAG 2.2 AA
• Phone support: Yes
• Phone support availability: 9 to 5 (UK time), Monday to Friday
• Web chat support: No
• Onsite support: Yes
• Support levels: Standard support is included within the service subscription and provides access to the service desk during UK business hours. This includes incident management, service requests, configuration assistance, and user guidance, with response and resolution targets aligned to agreed service levels based on incident priority.; ; Enhanced support options are available at additional cost. These can include extended support hours, accelerated response and resolution targets, proactive service monitoring, and enhanced service reporting. Costs for enhanced support are provided as part of the commercial schedule and are dependent on the level of coverage and service requirements.; ; A named technical account manager can be provided as part of an enhanced support package. The technical account manager acts as a single point of contact, supports service reviews, manages escalations, and provides guidance on system configuration, optimisation, and roadmap alignment. Where required, customers also have access to Nicander cloud support engineers for technical issues, integrations, and platform level support.
• Support available to third parties: Yes

Onboarding and offboarding

• Getting started: Nicander supports users to start using the Nicander Asset Maintenance System, NAMS, through a structured onboarding and implementation process.; ; Implementation begins with a requirements workshop to understand customer objectives, operational challenges, and existing processes. These requirements are translated into a system configuration design, ensuring the service aligns with user roles and workflows. Nicander then deploys the configured system and manages data migration from existing systems where required.; ; Training is provided to support user adoption. Customers can register key stakeholders and end users on role based training sessions delivered remotely, with onsite training available where required. Training covers day to day system use, administration, and reporting, and is tailored to user responsibilities.; ; Online training materials, user documentation and videos are provided to support self service learning and onboarding of new users. Ongoing support is available through the service desk to assist users during initial use and as their familiarity with the system develops.
• Service documentation: Yes
• Documentation formats:
  • HTML
  • PDF
• End-of-contract data extraction: At the end of the contract, customers can extract their data from the Nicander Asset Maintenance System, NAMS, in a structured and computer readable format.; ; Nicander will provide a data extract covering customer data held within the service, including configuration data, asset records, work history, inspection records, and reporting data, as applicable. Data is supplied in commonly used formats such as CSV to support reuse, analysis, and migration to alternative systems.; ; Data extraction is carried out in line with agreed offboarding procedures to ensure data integrity and completeness. Nicander works with the customer to confirm the scope of data to be extracted and the delivery method.; ; Following confirmation that data has been successfully provided, customer data is securely deleted from the live service in accordance with contractual obligations and Nicander’s information security and data retention policies.
• End-of-contract process: At the end of the contract, Nicander supports an orderly offboarding process for the Nicander Asset Maintenance System, NAMS.; ; As part of the standard contract price, Nicander will provide a structured export of customer data in a computer readable format such as CSV. This enables customers to retain their data for audit, compliance, or migration to another system. Data extraction covers customer owned data held within the service.; ; Following confirmation that the data extract has been successfully provided, all customer data will be securely deleted from the live service within 30 days of contract end, in line with contractual obligations and Nicander’s information security policies.; ; Additional offboarding services can be provided at extra cost where required. These may include tailored data extracts, support with data mapping, assistance with migration to a replacement system, extended data retention periods, or additional technical support during transition.; ; Any additional costs are agreed in advance with the customer.
• Documentation accessibility standard: WCAG 2.2 AA

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: Yes
• Differences between the mobile and desktop service: The mobile app has a function to facilitate offline working.
• Service interface: Yes
• User support accessibility: WCAG 2.2 AA
• Description of service interface: We design our Customer Service Interface with our clients which will be detailed in the client specific Service Interface Specification.
• Accessibility standards: WCAG 2.2 AA
• Accessibility testing: Accessibility testing has focused on standards based validation and structured internal testing rather than formal usability sessions with external assistive technology users. We have undertaken WCAG 2.2 AA conformance testing using a combination of automated tools and manual checks, including keyboard only navigation testing, screen reader compatibility checks, colour contrast and focus visibility reviews, and validation of form labels and error handling. Testing is performed by trained internal staff using recognised accessibility evaluation techniques aligned to WCAG success criteria. We recognise the value of user based assistive technology testing and plan to incorporate this into future usability and service improvement activities.
• API: Yes
• What users can and can't do using the API: We support two distinct categories of API. ; ; The first is a generic read API provided to all customers to enable external reporting and analytics using a platform of their choosing. ; ; The second is a functional API that allows for third party systems to interact with the system, allowing; Raising faults, closing faults, raising purchase orders and so on. This API will be designed to align with the third party system capabilities and the use case in question.
• API documentation: Yes
• API documentation formats: PDF
• API sandbox or test environment: Yes
• Customisation available: Yes
• Description of customisation: The Nicander Asset Maintenance System, NAMS, is highly configurable and can be tailored to align with customer operational and governance requirements.; ; Configuration options include data capture forms, inspections, calibration schedules, asset hierarchies, maintenance templates, and workflow rules. User roles, permissions, approval stages, and escalation paths can be configured to reflect internal organisational structures and processes.; ; NAMS supports configurable notifications and alerts, including event based triggers, scheduled reminders, and exception driven escalations delivered through in system notifications and email. Dashboards and reports can be configured by role or function, enabling users to access relevant operational and compliance information.; ; Process flows for fault reporting, work management, inspections, and preventive maintenance can be configured to support simple or complex workflows, including multi stage approvals. Reporting outputs are configurable to support operational management, audit, and statutory compliance.; ; Nicander works collaboratively with customers during implementation to configure NAMS in line with documented user requirements, minimising the need for bespoke development while supporting future change.

Scaling

• Independence of resources: The Nicander Asset Maintenance System, NAMS, is delivered using a cloud architecture that ensures customer workloads are isolated from one another. Each customer is provisioned with dedicated virtual resources, preventing demand from other users or organisations from impacting performance or availability. Resource allocation is monitored and managed to ensure consistent service levels. This approach ensures predictable performance, supports data separation, and provides assurance that one customer’s usage does not affect another’s access to the service.

Analytics

• Service usage metrics: No

Resellers

• Supplier type: Not a reseller

Staff security

• Staff security clearance: Staff screening not performed
• 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
  • European Economic Area (EEA)
• User control over data storage and processing locations: Yes
• Datacentre security standards: Complies with a recognised standard (for example CSA CCM version 4.0)
• 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: 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: Users can export their data from the Nicander Asset Maintenance System, NAMS, using several methods. Data can be downloaded directly from the system in a computer readable format such as CSV. Users can also export data through configurable reports, allowing them to select specific datasets, filters, and time periods. Where required, data can be exported via application programming interfaces, enabling integration with external systems and automated data transfer. These export options support operational reporting, audit requirements, and data portability throughout the contract and at contract end.
• Data export formats:
  • CSV
  • Other
• Other data export formats:
  • PBX
  • SQL
  • Xlsx
  • Pdf
• Data import formats:
  • CSV
  • Other
• Other data import formats:
  • Sql
  • Xlsx

Data-in-transit protection

• Data protection between buyer and supplier networks:
  • Private network or public sector network
  • 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: Nicander guarantees availability of the Nicander Asset Maintenance System, NAMS, of greater than 99 percent, measured over the service period and excluding agreed scheduled maintenance windows.; ; Availability is monitored continuously and calculated based on total service time minus any unplanned service unavailability. Planned maintenance is scheduled in advance and communicated to customers to minimise operational impact.; ; Service level agreements for availability are defined contractually. Where required, Nicander can agree a customer specific SLA to align with operational criticality and service usage patterns. SLA definitions, measurement methods, and reporting arrangements are agreed during contract onboarding.; ; If guaranteed availability levels are not met, service credits are applied in accordance with the agreed SLA. Service credits are calculated as a proportion of the monthly service charge and are applied against future invoices. Full details of service credits, thresholds, and calculation methods are documented within the contract.; ; Availability performance is reported to customers as part of regular service reporting, supporting transparency and ongoing service review.
• Approach to resilience: The Nicander Asset Maintenance System, NAMS, is designed with resilience built into both the application and hosting infrastructure to ensure high availability and continuity of service.; ; The service is hosted within a resilient cloud environment that provides redundancy across compute, storage, and network components. Infrastructure includes built in failover capabilities to reduce the risk of service disruption in the event of component failure. Power resilience is provided through multiple power supplies and backup power generation, supporting continued operation during power outages.; ; NAMS is supported by a secondary, geographically separate data centre. Regular backups are securely replicated to this secondary location, and services can be restored or migrated in the event of a major incident affecting the primary hosting environment. This approach supports disaster recovery and minimises the risk of data loss or prolonged service interruption.; ; Application level resilience is supported through monitoring, automated alerts, and recovery procedures. Resilience measures align with recognised cloud security and availability best practice and support the Government’s cloud security principle for asset protection and resilience. Further technical detail can be provided on request as part of security assurance activities.
• Outage reporting: Nicander communicates service outages and service status updates for the Nicander Asset Maintenance System, NAMS, through clear and timely customer notifications.; ; Email alerts are used to inform customers in advance of any planned maintenance activities. Nicander aims to provide at least one week’s notice for routine maintenance and at least two weeks’ notice for planned system upgrades, where possible. Planned maintenance notifications include details of the expected impact and duration.; ; In the event of unplanned service disruption, customers are notified by email as soon as an outage is identified. Updates are provided throughout the incident, including progress updates and confirmation once the service has been restored.; ; Service availability and incidents are also reported as part of regular service reporting, providing transparency on outages, root cause, and any corrective actions taken.

Identity and authentication

• User authentication needed: Yes
• User authentication:
  • Multi-Factor Authentication (MFA)
  • Dedicated link (for example VPN)
  • Username or password
  • Other
• Other user authentication: Single Sign On (SSO)
• Access restrictions in management interfaces and support channels: Access to management interfaces and support channels for the Nicander Asset Maintenance System, NAMS, is tightly controlled.; ; Management services are protected by enterprise grade firewalls that are regularly patched and maintained. Access is restricted to authorised personnel only and is provided through a dedicated virtual private network and secure connections from approved locations. Role based access controls are applied to ensure staff can only access systems necessary for their responsibilities.; ; Support channels are similarly restricted, with authentication and access logging in place to maintain accountability and auditability.
• Access restriction testing frequency: At least 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 contact the support team to get audit information
• How long user audit data is stored for: User-defined
• 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

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: Nicander operates a formal information security management framework to protect customer data and ensure secure delivery of the Nicander Asset Maintenance System, NAMS.; ; The organisation maintains documented information security policies and procedures covering areas such as access control, data protection, incident management, IT security, and information security risk assessment. These policies define roles, responsibilities, and controls to manage security risks throughout the service lifecycle.; ; Security governance is supported through a defined reporting structure, with responsibility for information security assigned to senior management. Security incidents are managed through a documented incident reporting and response process, ensuring incidents are logged, assessed, contained, and reported in line with contractual and regulatory requirements.; ; Compliance with information security policies is maintained through staff awareness, role based access controls, and regular review of risks and controls. Policies and procedures are reviewed periodically to ensure continued suitability and alignment with recognised security best practice.; ; Relevant information security documentation, including policies and procedures, can be made available to customers on request as part of due diligence, assurance, or audit activities.
• Software Security Code of Practice: Yes

Operational security

• Configuration and change management standard: Supplier-defined controls
• Configuration and change management approach: Nicander follows ITIL aligned configuration and change management processes for the Nicander Asset Maintenance System, NAMS.; ; All service components and configuration items are logged and tracked throughout their lifecycle. Changes are raised as formal change requests, assessed for operational and security impact, and approved prior to implementation. Security risk assessments are carried out for all relevant changes, with appropriate controls defined where risks are identified.; ; Change requests are linked to incident and problem records to maintain traceability. Application changes are controlled through a centrally managed version control system with role based access and audit history.
• Vulnerability management type: Supplier-defined controls
• Vulnerability management approach: Nicander operates a structured vulnerability management process for the Nicander Asset Maintenance System, NAMS.; ; Potential threats are identified through automated alerts, vulnerability scanning, and monitoring by Nicander’s internal ICT and security specialists. Information on emerging threats is obtained from trusted security sources, vendor advisories, and security tooling.; ; Identified vulnerabilities are assessed for risk and impact. Critical security patches are tested and deployed within 48 hours where required. Routine security updates and patches are deployed within 14 days of release. All remediation activity is tracked to ensure vulnerabilities are addressed in a timely and controlled manner.
• Protective monitoring type: Supplier-defined controls
• Protective monitoring approach: Nicander operates protective monitoring processes to detect and respond to potential security compromises affecting the Nicander Asset Maintenance System, NAMS.; ; Potential compromises are identified through continuous monitoring, automated security alerts, and regular vulnerability scanning overseen by Nicander’s ICT team. Independent security specialists conduct annual penetration testing to identify weaknesses.; ; When a potential compromise is detected, incidents are logged and assessed immediately, with containment and remediation actions initiated in line with the security incident response process. Security incidents are prioritised by risk and impact, with critical incidents responded to without delay and in line with agreed service levels.
• Incident management type: Supplier-defined controls
• Incident management approach: Nicander operates defined incident management processes for the Nicander Asset Maintenance System, NAMS.; ; Predefined procedures are in place for common incident types, including service disruptions and security events. Users can report incidents through the service desk using agreed contact methods.; ; All incidents are logged, assessed, and escalated in line with priority and impact. Senior management and where required security and information governance specialists are notified. Customers are informed of incidents affecting their service and receive updates throughout resolution.; ; Following resolution, an incident report is provided where appropriate, detailing the cause, impact, actions taken, and any preventive measures implemented.
• 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: 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: 5%
• Between £1,000,001 and £2,500,000: 5%
• Between £2,500,001 and £5,000,000: 5%
• Over £5,000,001: 5%

Non-mandatory Standards and certifications

• ISO/IEC 27001 certification: Yes
• Who accredited the ISO/IEC 27001: LRA
• ISO/IEC 27001 accreditation date: Wednesday 26 March 2025
• What the ISO/IEC 27001 doesn’t cover: N/A
• ISO 28000:2022 certification: No
• ISO 9001 certification: Yes
• Who accredited the ISO 9001 certification: LRQA
• ISO 9001 accreditation date: Wednesday 26 March 2025
• What the ISO 9001 doesn’t cover: N/A
• Quality management systems (QMS): Yes
• CSA STAR certification: No
• PCI certification: No
• Cyber essentials: Yes
• Please provide your Cyber Essentials Certificate Number: 79f06aa1-75c3-4791-8795-f5e35ca5e71a
• Cyber essentials plus: Yes
• Please provide your Cyber Essentials Plus Certificate Number: 809e62d0-b431-4d1f-a6d0-3a93a5323106
• 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
    • New apprenticeships on the contract workforce in the relevant area that meet the criteria set out in MAC 1b
    • Payment of more than the National Minimum Wage or National Living Wage (as appropriate) to the contract workforce
    • 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

  • 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

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 Portals@Nicander.co.uk. Tell them what format you need. It will help if you say what assistive technology you use.