Personal Group

Hapi

Hapi is an easy to use employee experience platform and app, which can be configured to offer wellbeing and financial related benefits, salary sacrifice schemes, retail discounts, employee recognition, EAP, communications, employee survey tools, insurances and flexible benefits. Hapi is accessed via native App or desktop PC.

Features

• Single hub for all benefits – new and existing
• SSO - single point of access to all employee systems
• Ability to customise and configure look and feel.
• Real time MI
• Remote access, cloud based desktop platform and native app
• PCI DSS Compliant (SAQ-D). Randomised Authenticated Encryption applied using AES-256
• Built-in integrations with range of external benefit providers
• Passwords are stored hashed using SHA-512
• Built on Outsystems,fully aware of SAP BAPI’s and ZBAPI’s
• Asymmetric algorithms to encrypt the keys and symmetric encryption

Benefits

• One hub for employees to access all benefits and services
• Integrated for salary sacrifice schemes - simplifying processes
• Automate and personalise communications
• Ability to communicate the employee off to all employees
• Reduces admin
• Reflects your values, culture and brand within your reward strategy
• Ability to take a holistic view of wellbeing and benefits
• Access to the Transform Wellbeing App
• Improve accessibility and usability of existing employee services
• Recognition module: financial / non-financial rewards, manager-to-employee / peer-to-peer

£0 to £18 a user

• Education pricing available

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 charles.ashwell@personalgroup.com. Tell them what format you need. It will help if you say what assistive technology you use.

Framework

G-Cloud 14

Service ID

156892093819765

Contact

Charles Ashwell
01908 605000
charles.ashwell@personalgroup.com

Service scope

• Software add-on or extension: Yes, but can also be used as a standalone service
• What software services is the service an extension to: Hapi can be used as a hub and access point to aggregate other HR and Wellbeing services such as HR systems, Payroll ,EAP's and Employee Engagement Surveys etc
• Cloud deployment model: Public cloud
• Service constraints: No specific constraints. Monthly upgrades occur with occasional hotfixes between the upgrades. Generally upgrades and fixes require no downtime, but if it is then customers are notified and generally it's limited to a 15-30 minutes.
• System requirements:
  • Web browser that is under software support
  • IOS or Android for native app version of the service

User support

• Email or online ticketing support: Email or online ticketing
• Support response times: Within 72 working hours
• User can manage status and priority of support tickets: No
• Phone support: Yes
• Phone support availability: 9 to 5 (UK time), Monday to Friday
• Web chat support: No
• Onsite support: Yes, at extra cost
• Support levels: Each customer will have an Account Manager who can liaise with technical staff as needed. This support is included in the cost. Additional costs are only required if the customer asks for specific, additional technical development of the platform.; ; The support to end users is 9-5 Mon-Fri via phone, but can email and log a ticket 24 x 7.; ; The product is fully public cloud, there is no onsite technical support needed,
• Support available to third parties: Yes

Onboarding and offboarding

• Getting started: We typically have initial requirements meetings with the customer, clarify and define the requirements. We then create the site(s) for the customer and provide onsite training and documentation. The platform also includes videos showing users how to use it
• Service documentation: Yes
• Documentation formats:
  • HTML
  • PDF
• End-of-contract data extraction: Data isn't extracted at the end of the contract, but is anonymised and hashed out & deleted. There are standard timeframes for this (typically 36 months), but these can be defined by the client.
• End-of-contract process: The price will include:; ; - the site (configuration, colours, logos, content); - online communications suite; - native app (iOS & Android); - regular, standard marketing campaigns; - support (phone, email and App); - account management; ; Additional costs would be; - rebranding if needed during the contract period; - significant changes to the configuration of the site; - customer specific posters; - customer specific marketing campaigns; - customer specific banners or advertising.; ; The price will be confirmed with each once exact requirements of the platform configuration and benefits required are fully understood

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: Hapi is delivered as a native mobile app for both IOS and Android, and delivers the same service experience as available on desktop. One environment which is delivered and accessed via a native app downloaded to a users mobile device or desktop
• Service interface: No
• User support accessibility: WCAG 2.1 A
• API: No
• Customisation available: Yes
• Description of customisation: There is a standard level of configuration; branding, colours, logo's, buttons, content, links and single sign-on's that require configuration, but not customisation and this done for each customer as part of their on-boarding. Customisation can also be at the level of benefits offered - these will be vary by client.; ; Custom development is available for clients and is undertaken by our own inhouse development teams.

Scaling

• Independence of resources: Our service is multi-tenanted, but it is hosted on Amazon's elastic cloud service and we monitor performance and overall usage very closely. If performance is falling off below permitted parameters we can deploy extra servers and bandwidth as needed, without any detriment to service delivery and user experience

Analytics

• Service usage metrics: Yes
• Metrics types: We use a number of metrics to measure the services provided. These can include:; -logins; - employee engagement; - spend; - benefit / service usage; - employee assistance usage; - click throughs; - survey information; - system availability and uptime; - helpdesk support cases; - National Insurance savings - employee / employer
• Reporting types:
  • Real-time dashboards
  • Regular reports
  • Reports on request

Resellers

• Supplier type: Not a reseller

Staff security

• Staff security clearance: Conforms to BS7858:2019
• 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
  • European Economic Area (EEA)
• User control over data storage and processing locations: No
• Datacentre security standards: Complies with a recognised standard (for example CSA CCM version 3.0)
• Penetration testing frequency: At least every 6 months
• Penetration testing approach: ‘IT Health Check’ performed by a Tigerscheme qualified provider or a CREST-approved service provider
• Protecting data at rest:
  • Physical access control, complying with SSAE-16 / ISAE 3402
  • Encryption of all physical media
• 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: The nature of the service mean the customer can only extract summary information on aggregated usage aspects of the service. This can be exported in to Excel with customised date ranges
• Data export formats: CSV
• Data import formats: CSV

Data-in-transit protection

• Data protection between buyer and supplier networks:
  • 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: Availability is 99.95% uptime 24x7x365. Priority 1 (service down) SLA is a maximum of 8 hours recovery time. Refunds to users not meeting SLA's are contract / customer specific.
• Approach to resilience: We have separate development, test and production environments on Amazon Web Services (AWS). The production environment hardware is replicated across AWS data centres in the UK for resiliency in the event of a failure. Each production environment consists of multiple, load balanced servers.
• Outage reporting: System outages will be advised by email alert, as well as by the clients dedicated Account Manager, depending upon severity of the incident

Identity and authentication

• User authentication needed: Yes
• User authentication:
  • 2-factor authentication
  • Identity federation with existing provider (for example Google Apps)
  • Username or password
  • Other
• Other user authentication: Users will access Hapi initially verifying identity against information previously provided by their employer.; Mobile device users are further protected by the authentication tools provided by their devices - ie facial or biometric recognition
• Access restrictions in management interfaces and support channels: Access to management interfaces / support channels is via VPN and trusted IP address only
• Access restriction testing frequency: At least every 6 months
• Management access authentication:
  • Dedicated link (for example VPN)
  • 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 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: User-defined

Standards and certifications

• ISO/IEC 27001 certification: Yes
• Who accredited the ISO/IEC 27001: Isoquar - Alcumus
• ISO/IEC 27001 accreditation date: October 2012
• What the ISO/IEC 27001 doesn’t cover: The scope of our certification includes the people, processes and technology used to develop or support the delivery of insurance, employee engagement and reward consulting services provided to our clients from our offices in Milton Keynes and Marlborough. Anything outside the above would therefore be out of scope.
• ISO 28000:2007 certification: No
• CSA STAR certification: No
• PCI certification: Yes
• Who accredited the PCI DSS certification: Worldpay
• PCI DSS accreditation date: February 2020
• What the PCI DSS doesn’t cover: We are only covered to SAQ-D, not to full level, i.e. we are processing less than 4million transactions per annum.
• Cyber essentials: Yes
• Cyber essentials plus: Yes
• Other security certifications: No

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: Personal Group is AIM listed and has an associated corporate governance structure including main Board and Risk & Compliance committees. We have numerous policies approved by these and implemented including; Data Policy, Information and Physical Security, Cyber Security, Financial Crime, Clear Desk Policy and others relating to recruitment and staff vetting and training

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: All requests are managed on a ticketing system (Jira), each are assessed for effort, risk and business impact. Estimates are developed for each, development is made in separate development environments with unit testing. Code is then promoted to a full test environment where full regression testing is performed prior to release to production.
• Vulnerability management type: Conforms to a recognised standard, for example CSA CCM v3.0 or SSAE-16 / ISAE 3402
• Vulnerability management approach: Information on threats come from a number of sources; NCSC, 3rd party virus protection vendor, software suppliers, vulnerability scanning that is performed monthly and penetration testing. We assess threats as part of a continuous security management programme and deploy patches in most cases immediately after release. Patches that are deemed low priority / require regression testing are scheduled as part of our monthly release.
• Protective monitoring type: Conforms to a recognised standard, for example CSA CCM v3.0 or SSAE-16 / ISAE 3402
• Protective monitoring approach: Monitoring of attempted logins, failed logins, successful logins, source IP addresses, IP address risk ratings, firewall probes, purchasing patterns (given the nature of our platform) including velocity and value are tracked and monitored to identify potential threats. In addition, virus scanners and mail gateway services are constantly running, monitoring and reporting activity. We review on a daily basis and if deemed appropriate a security incident procedure is instantiated. This will typically be within 24 hours.
• 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: Our suppliers use SOC2 processes and we used internal ticketing systems for clients to report incidents. We have an internal Security Management Response policy and procedure along with Reportable Events Policy and Procedure.; ; We advise clients of any reportable incident within 24 hours.

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 v3.0)

Public sector networks

• Connection to public sector networks: No

Social Value

• Social Value:

  Social Value

  Fighting climate change

  Fighting climate change

  Personal Group recognises that our operations have an environmental impact and we are committed to monitoring and reducing our emissions year-on-year.; In the benefit programmes we operate for clients we include a range of sustainable benefits.

Pricing

• Price: £0 to £18 a user
• Discount for educational organisations: Yes
• 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 charles.ashwell@personalgroup.com. Tell them what format you need. It will help if you say what assistive technology you use.