MARK43 UK LIMITED

Law Enforcement Computer Aided Dispatch

Mark43 CAD is the only cloud-native computer-aided dispatch system successfully implemented for both first responders and dispatchers across the country, utilized as both a primary and Alternate CAD. Mark43 CAD supports single and multi-agency PSAPs for secure information sharing.

Features

• Cloud-based, hardware-agnostic in-station and mobile field reporting
• Natively integrated with Esri
• Seamless integration with Record Management System and other modules
• Open Restful API for Third-Party Connections
• Adaptable fields and templates to suit agency workflow
• Secure, redundant cloud data hosting infrastructure provided by AWS GovCloud
• Expanding platform with included, seamless product updates and upgrades

Benefits

• Access to real-time data provides enhanced situational awareness
• Data security and redundancy provided by AWS cloud infrastructure
• Access a connected ecosystem of police technologies through open API
• Users can access CAD from any browser or mobile device
• System configurability promotes adaptability to new laws and regulations

£670 a licence

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 rfp.uk@mark43.com. Tell them what format you need. It will help if you say what assistive technology you use.

Framework

G-Cloud 14

Service ID

133436380154392

Contact

Kate Bloom
2126519154
rfp.uk@mark43.com

Service scope

• Software add-on or extension: No
• Cloud deployment model: Public cloud
• Service constraints: 99.99% Availability for RMS and 99.95% for CAD is built into our contract SLAs, this includes downtime for maintenance and upgrades
• System requirements: Modern Web Browser

User support

• Email or online ticketing support: Email or online ticketing
• Support response times: Average response time is 30 minutes
• User can manage status and priority of support tickets: Yes
• Online ticketing support accessibility: None or don’t know
• Phone support: Yes
• Phone support availability: 24 hours, 7 days a week
• Web chat support: No
• Onsite support: Yes, at extra cost
• Support levels: Currently all customers gain the same level of support with the option of having a technical account manager at an additional cost.
• Support available to third parties: No

Onboarding and offboarding

• Getting started: Mark43 provides a comprehensive training curriculum package as part of the subscription plan that includes courses tailored to the specific job function. All of your trainers will be trained by Mark43’s training specialists to ensure adoption of this modern public safety system. Additionally, Mark43 will provide user documentation
• Service documentation: Yes
• Documentation formats: PDF
• End-of-contract data extraction: Upon termination of the Agreement for any reason, and subject to all Fees due being paid in full, Mark43 will create searchable PDFs of each record and provide them to the Subscriber for download. Subscriber may request, and Mark43 will consider, other formats in which to create the Records,
• End-of-contract process: Preparation a. The Subscriber will provide the desired cutoff date at which time all existing user accounts will be terminated. b. Mark43 will provide one account for the Subscriber to access a web-based storage platform to retrieve Subscriber documents and Records. The Transition Account will be available to Subscriber for thirty days prior to the Cutoff Date. 2. Content a. Each Report in RMS will be recreated as a searchable PDF b. All archive files will be accessible via internet on Cutoff Date. 3. Support a. Mark43 will maintain Subscriber data in RMS for up to 1 year following Cutoff Date. b. Mark43 will maintain Subscriber PDF archives for up to 2 years following Cutoff Date. c. Mark43 will resolve any issues it deems to be the result of errors in the RMS or export process for a period of six months after Cutoff Date. d. No less than 1 year after cutoff, Mark43 will delete data from online systems e. Within 6 months from date of deletion of Data from all online systems, all Subscriber Data will be erased from backups. f. Notwithstanding the foregoing, Mark43 reserves the right to retain Subscriber Data on audit logs

Using the service

• Web browser interface: Yes
• Supported browsers:
  • Internet Explorer 11
  • Microsoft Edge
  • Firefox
  • Chrome
  • Safari
  • Opera
• Application to install: No
• Designed for use on mobile devices: Yes
• Differences between the mobile and desktop service: None
• Service interface: No
• User support accessibility: None or don’t know
• API: Yes
• What users can and can't do using the API: The Mark43 platform is built using service-oriented architecture (SOA). Specifically, every system activity has a RESTful API call to accomplish a user action. In addition to the internal API, we publish partner and public-facing API calls for systems integration and 3rd party tools to grab data (i.e. - Informatica, Crystal Reports, etc.). Mark43 does not load the API onto the interface servers, rather the servers are meant to run the jobs, maintain storage in case of failure, or for shared-file space in bi-directional interfaces.
• 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: The Mark43 platform architecture utilizes Elastic Load Balancing. Elastic Load Balancing automatically distributes incoming application traffic across multiple application servers. It handles the varying load of your application traffic across multiple Availability Zones. Our Elastic Load Balancer features high availability, automatic scaling, and robust security necessary to make the Mark43 platform fault tolerant.

Analytics

• Service usage metrics: Yes
• Metrics types: Mark43 uses New Relic intelligence platform for digital performance monitoring and management. Mark43 can provide a web page reporting Mark43 CAD response times as part of our proposed solution.
• Reporting types: Real-time dashboards

Resellers

• Supplier type: Not a reseller

Staff security

• Staff security clearance: Other security clearance
• Government security clearance: Up to 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: 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: Other
• Other data at rest protection approach: All databases and files are encrypted at rest using AES-256 protocols.
• Data sanitisation process: Yes
• Data sanitisation type: Deleted data can’t be directly accessed
• Equipment disposal approach: A third-party destruction service

Data importing and exporting

• Data export approach: In application via front-end functionality such as advanced search exports and analytics exports. Users can also export via third party applications integrations with Mark43 Platform via public API, database views, and data lake views.
• Data export formats:
  • CSV
  • Other
• Other data export formats: PDF
• Data import formats: CSV

Data-in-transit protection

• Data protection between buyer and supplier networks:
  • Private network or public sector network
  • TLS (version 1.2 or above)
  • Other
• Other protection between networks: Access between the buyer and supplier network is primarily achieved over the Internet with a minimum of TLS 1.2 encryption in place.; ; Two Factor Authentication for front-end access.; ; 2FA is the responsibility of the customer within their Single Sign On (SSO) login flow via their own Identity Provider.
• Data protection within supplier network:
  • TLS (version 1.2 or above)
  • IPsec or TLS VPN gateway
  • Other
• Other protection within supplier network: All network connectivity within the supplier network is private to the AWS hosting region and is protected with a minimum of TLS 1.2. Supplier operator access to the network is achieved via a Zero Trust Network Access mechanism with Zscaler Private Access.; ; Two Factor Authentication for front-end access. ; ; All access to the supplier network, whether through control planes such as AWS or direct to the network via Zscaler Private Access enforce multi-factor authentication requirements. MFA is supported via FIDO2 tokens (e.g. a YubiKey) or an application-based TOTP.

Availability and resilience

• Guaranteed availability: Service Level Agreement. Mark43 shall provide the Applications in accordance with the following service levels (“SLA”). ; Monthly Uptime Commitment.; Following Go Live to the applicable In-Scope Application, Mark43 will use commercially reasonable efforts to make the In-Scope Application available with the Monthly Uptime Percentage corresponding to that Application (the “Uptime Commitment”), as follows: ; • RMS Application: Mark43 will use commercially reasonable efforts to achieve a Monthly Uptime Percentage for the Mark43 RMS Application of no less than 99.90% in any calendar month. ; ; • CAD Application: Mark43 will use commercially reasonable efforts to achieve a Monthly Uptime Percentage for the Mark43 CAD Application of no less than 99.95% in any calendar month. ; ; For each In-Scope Application, the “Monthly Uptime Percentage” is calculated as set forth below by subtracting from one hundred percent (100%) the percentage of minutes during the month in which the In-Scope Application experienced Downtime. ; Monthly Uptime Percentage = (100) – ((minutes of Downtime * 100) / (total minutes in month))
• Approach to resilience: Available on request
• Outage reporting: Email Alerts

Identity and authentication

• User authentication needed: Yes
• User authentication:
  • 2-factor authentication
  • Public key authentication (including by TLS client certificate)
  • Username or password
• Access restrictions in management interfaces and support channels: Through our Background Check Policy, we require commercial criminal backgrounds screens of all employees and contractors prior to starting work with Mark43. Additionally, employees that are granted client production database access typically undergo additional client background screens through Triple I or NICS, or similar, at the direction of the client.
• Access restriction testing frequency: At least every 6 months
• Management access authentication:
  • 2-factor 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

Standards and certifications

• ISO/IEC 27001 certification: No
• ISO 28000:2007 certification: No
• CSA STAR certification: No
• PCI certification: No
• Cyber essentials: No
• Cyber essentials plus: No
• Other security certifications: Yes
• Any other security certifications: SOC II

Security governance

• Named board-level person responsible for service security: Yes
• Security governance certified: Yes
• Security governance standards: Other
• Other security governance standards: SOC II
• Information security policies and processes: Through our Background Check Policy, we require commercial criminal backgrounds screens of all employees and contractors prior to starting work with Mark43. Additionally, employees that are granted client production database access typically undergo additional client background screens through Triple I or NICS, or similar, at the direction of the client. In addition to our Background Check Policy to vet employees and contractors, Mark43 maintains a Change Management Policy with strict user access permissioning and controls. These controls include multi-level approvals for production database access. All client data is tagged with an identifier for that client. In the event of a contract termination Mark43 has procedures that dump all terminated client’s data in format that the client can consume and then removes that data from all production systems. Data is retained in backups however Mark43s database restore process contains a step where we run the same sanitation scripts on the newly restored database before cycling it into production use.

Operational security

• Configuration and change management standard: Supplier-defined controls
• Configuration and change management approach: Mark43 maintains a Change Management Policy with strict user access permissioning and controls. In the event that an employee is transferred, terminated, or production access is revoked, our systems are updated to reflect these changes. Access is logged and alerted upon. all servers are checked summed and in the event that checksum is different that sever alerts production support personnel. In the event of a breach of Mark43 systems, Mark43 will issue a kill command to all client integrations to prevent the spread of a breach.
• Vulnerability management type: Undisclosed
• Vulnerability management approach: Mark43 relies on Host Based Intrusion Detection Systems to alert on user behavior.
• Protective monitoring type: Undisclosed
• Protective monitoring approach: Inbound and outbound communications monitoring, virus and malware scanning, penetration testing, code review. Evaluate the compromise, identify the time period, and begin rollback and contingency plans. Immediate response due to 24/7 cloud monitoring
• Incident management type: Undisclosed
• Incident management approach: Users can call or email the Mark43 Customer Help Desk (CHD) to report any events related to Analysis Module. Events are logged in a ticketing system accessible to clients where progress of resolution can be tracked.

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

  • Equal opportunity
  • Wellbeing

  Equal opportunity

  The Mark43 platform provides public safety agencies with the tools and data they need identify patterns and evaluate operations to better understand their communities. With this enhanced understanding, Mark43 can empower public safety agencies to take the necessary steps to improve equal opportunity for the communities they serve.

  Wellbeing

  It is Mark43's mission to empower communities and their governments with technologies that improve the safety and quality of life for all. We are focused on developing lasting partnerships to improve public safety processes and enhance the lives of everyone in the communities we service.

Pricing

• Price: £670 a licence
• Discount for educational organisations: No
• Free trial available: No

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 rfp.uk@mark43.com. Tell them what format you need. It will help if you say what assistive technology you use.