Synectics Solutions Ltd

FraudHub

FraudHub provides Local Authorities, Government Agencies and Housing Associations the ability to regularly screen their data for a range of benefits, including the prevention of errors in processing payments and reducing fraud. It provides a permanently accessible system with capabilities to enable you to perform fraud investigations and data screening

Features

• Data receipt and processing from large numbers of disparate systems
• Built-in risk assessment and simple referral escalation interface
• Search against 1/3 billion NFI data records including immigration data
• Alert’s you to fraud and error within your customer database
• Sophisticated data matching, Inter and intra organisational data sharing
• Allows you to run your own “Campaigns” searching for commonalities.
• Secure management of vast amounts of highly sensitive data
• Syndication of results and reporting throughout large user bases
• All members automatically alerted when new data matches are generated
• Can target specific areas of investigation within a local area

Benefits

• You can identify and stop fraudulent claims from existing customers
• Reducing the risk of your organisation falling victim to fraud
• Reduces the number of mandated referrals you need to investigate
• Provides reassurance you are taking precautions to reduce fraud exposure
• Mitigates risk of falling foul of the employment legislation requirements
• Proactively protects your organisation and improve customer interactions
• Reduce administration and future investigations costs
• Allows you to prioritise resource in areas of greater success
• Referrals identified and dealt with ahead of audit timescales
• Making cessation of payments or the recovery of over-payments easier

£3,000 to £8,900 a licence a year

• Free trial 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 publicsectorservices@synectics-solutions.com. Tell them what format you need. It will help if you say what assistive technology you use.

Framework

G-Cloud 14

Service ID

157394521418111

Contact

Louise Williams
01782 664000
publicsectorservices@synectics-solutions.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: FraudHub is an extension of the National Fraud Initiative and is also able to access Credit Referencing Reports
• Cloud deployment model: Private cloud
• Service constraints: The service is for the detection and prevention of fraud only. All organisations wanting to use the service need to ensure they have suitable Fair Processing Notifications in place.
• System requirements:
  • Have access to PC, tablet or computer device
  • Access to the internet or web services
  • Needs to have a current web browser

User support

• Email or online ticketing support: Email or online ticketing
• Support response times: We actively respond to all emails with 2 hours between 8am and 6pm Monday to Friday. At weekends we respond within 48 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: Onsite support
• Support levels: We provide training and set up materials as well as coaching. We have a dedicated help desk facility , dependent on the complexity of the account we can also supply technical account support staff and project management. Support costs are included in the overall contract value.
• Support available to third parties: Yes

Onboarding and offboarding

• Getting started: New users or existing customers have access to a dedicated help desk facility that can support with training and guidance. We have training materials and guide books and hold training workshops on a regular basis. We also perform dedicated workshops to ensure all users are fully trained to get the best out of the system
• Service documentation: Yes
• Documentation formats:
  • HTML
  • PDF
• End-of-contract data extraction: The service is for matching data to the National Fraud Initiative data only once matching is complete the client can extract the matches via excel or CSV downloads. We delete all data held within the system within 3 months of the contract ending
• End-of-contract process: The contract is a fixed priced related to the usage of the data and to that end once the contract ends all access to the product ceases. We allow the client to extract any data held within the service, data migration will incur charges to a new supplier or system

Using the service

• Web browser interface: Yes
• Supported browsers:
  • Internet Explorer 11
  • Microsoft Edge
  • Firefox
  • Chrome
  • Safari
• Application to install: No
• Designed for use on mobile devices: No
• Service interface: Yes
• User support accessibility: None or don’t know
• Description of service interface: The product is accessible through the NFI web portal, which has been designed with the Cabinet Office's to meet their accessibility standards.
• Accessibility standards: None or don’t know
• Description of accessibility: The product is accessible through the NFI web portal, which has been designed with the Cabinet Office's to meet their accessibility standards.
• Accessibility testing: We work with user groups to ensure screens and accessibility is as inclusive as possible
• API: No
• Customisation available: No

Scaling

• Independence of resources: We consistently perform testing on capacity levels and service . We have load balancing in place and multiple internet connections and multiple points of redundancy and resilience.

Analytics

• Service usage metrics: Yes
• Metrics types: A full suite of reports are available from logging all usage, out of hours log ins, service provision and user engagement. These can be accessed through the site, they also monitor usage, matching levels and overall performance of the product.
• Reporting types:
  • Real-time dashboards
  • Reports on request

Resellers

• Supplier type: Not a reseller

Staff security

• Staff security clearance: Conforms to BS7858:2019
• Government security clearance: Up to Security Clearance (SC)

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: Yes
• Datacentre security standards: Supplier-defined controls
• 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 another standard
  • Encryption of all physical media
  • Other
• Other data at rest protection approach: Independent review of processes (for example CESG CPA Build Standard, Cyber Essentials Plus , ISO/IEC 27001 )
• Data sanitisation process: Yes
• 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: Export functionality is built into the product and is available to those users with appropriate permissions. The data is easily exported through CSV or Excel
• Data export formats:
  • CSV
  • Other
• Other data export formats: Excel
• Data import formats:
  • CSV
  • Other
• Other data import formats:
  • Xls
  • Xlsx
  • Mdb
  • Accdb
  • Zip
  • 7Z
  • Rar

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: We maintain 98% service level or higher with all development, upgrades and maintenance performed in scheduled windows, which are executed outside of normal operating hours.
• Approach to resilience: Data centres are highly resilient with back up generators, UPS and FM200 fire suppressant systems. Our Systems are built to be highly fault tolerant using dual power and network connections. Data centres are served by multiple ISP connections. We have a dedicated Business Continuity Management department. We load balance our system across multiple virtual machines which timescales can be migrated to new physical hardware when required.
• Outage reporting: We report service outages once they have exceeded the clients contractual targets directly to the client with estimated fix times and solutions. This is done through and email or telephone alert system.

Identity and authentication

• User authentication needed: Yes
• User authentication:
  • 2-factor authentication
  • Username or password
• Access restrictions in management interfaces and support channels: We issue specific passwords and log on code, once we have received written authorisation from senior persons of authority from within the purchasing organisation. Every user account has an associated user level. The user level dictates the set of permissions the user has and therefore their access within the system.
• Access restriction testing frequency: At least once a year
• 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: At least 12 months
• How long system logs are stored for: At least 12 months

Standards and certifications

• ISO/IEC 27001 certification: Yes
• Who accredited the ISO/IEC 27001: BSI Assurance Group Ltd .
• ISO/IEC 27001 accreditation date: 22-10-2017
• What the ISO/IEC 27001 doesn’t cover: The ISO/IEC 27001 scope covers the entire business operation of Synectics Solutions.
• ISO 28000:2007 certification: No
• CSA STAR certification: No
• PCI certification: No
• Cyber essentials: Yes
• Cyber essentials plus: Yes
• Other security certifications: Yes
• Any other security certifications:
  • Cyber Essentials Plus
  • SAFO ( Specified Anti Fraud Organisation )
  • ISO270001

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: Overall responsibility for information security rests with the Chief Information Security Officer who reports to the Legal & Compliance Director. An ISMS review committee (which includes at least one Director) meets twice annually. The Security Strategy group formally meet every two weeks. A dedicated IT Security team are responsible for operational security. Physical security is the responsibility of the Facilities team. We meet and adhere to the following: Cyber Essentials , • Security operating Procedures (SyOPS) • Protective Monitoring Controls selected from GPG13 in accordance with risks resultant from IS1 calculations. Monitoring is currently designed to protect OFFICIAL records (individually (IL3) and aggregated (IL5)). • A ‘Requirements for Secure Delivery of Online Public Services’ (RSDOPS) assessment has been carried out as part of the accreditation to profile the current system design against GPG43 guidance. The system has been continuously accredited since 2009 and is operated as a ‘private cloud’. Synectics also design and host the multiple fraud prevention solutions for the financial services sector. The Synectics ISMS is certified to ISO27001:2013. All fourteen cloud security principles are met in the delivery of all products securely. We have fully documented security policies available.

Operational security

• Configuration and change management standard: Supplier-defined controls
• Configuration and change management approach: Configuration and change management processes are operated in line with ITIL V3.
• Vulnerability management type: Supplier-defined controls
• Vulnerability management approach: Penetration and Vulnerability tests will be completed on an annual basis. If further investigation is required we will evoke the BCP to manage and operate a project team to rectify issues and risks to the business. The IT Security team use a number feeds to enable them to proactively manage new threats and vulnerabilities and reduce the windows of vulnerability. These include: NCSC, McAfee, CheckPoint, Microsoft, AlienVault Open Threat Exchange, thehackernews, theregister and reddit. Synectics also participate in the NCSC CiSP. Patch management is in accordance with defined patching policy dependant on risk and severity of situation.
• Protective monitoring type: Supplier-defined controls
• Protective monitoring approach: Synectics have implemented a protective monitoring policy with associated technology and processes to oversee the use of ICT systems (including NFI) and to provide assurance and user accountability. This, along with the Information Security Incident Management policy forms part of the current NFI system accreditation and are documented within the current RMADS. The technology employed includes IPS/IDS (intrusion, prevention/detection) software and SIEM (security incident and event management) solution. Penetration and vulnerability test will be completed on an annual basis. Incidents are accesses and responded to inline with our information security incident managment policy.
• Incident management type: Supplier-defined controls
• Incident management approach: The Security Incident Management Policy and processes are designed in line with NCSC guidance, industry best practice, and ISO27035. Any incident that is uncovered will be rectified using each departments BCP plan. Any client is welcome to review the plans during an onsite visit or secure video conference. Users can report incidents through the dedicated helpdesk facilities and we are able to provide reporting.

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
  • Covid-19 recovery
  • Tackling economic inequality
  • Equal opportunity
  • Wellbeing

  Fighting climate change

  Synectics Solutions is committed to fighting climate change and we have already completed several initiatives to reduce our carbon footprint.; -We operate a company car scheme available to all staff, allowing access to affordable electric vehicles only and we supply charging stations at work.; - Installation of 818 solar panels on the roof of our main offices which generate around 193,000kWh of electricity per year, which equates to 34% of our annual consumption.; - Data centre air conditioning units were replaced with "free cooling" system which can totally satisfy the internal heat loads produced by the equipment for 67%* of the year is subsidised with traditional cooling for the warmer months, typically making an annual saving of 70% of the energy consumed by conventional cooling systems.; - Hybrid Working, to reduce unnecessary carbon emissions produced through commuting.; - We have a dedicated Transport Manager who will ascertain the most appropriate method of transport for all staff in-person meetings, which involves reviewing cost, CO2 impact and travel time.; - Our cleaning team use all environmentally friendly cleaning products.; - We use a 3rd party waste management firm to handle our recycling requirements including responsible disposal of out of warranty IT equipment which ensures that data storage units are securely destroyed beyond recovery and other equipment is responsibly recycled.; - Our Carbon Disclosure Project submission was submitted in July 2023, and we anticipate the results in early 2024, which we will review to improve our plan for submission to Ecovardis early in 2024.; We are currently working towards ISO 14001 accreditation.

  Covid-19 recovery

  Supporting our local area to recover after Covid, Synectics Solutions has worked together with its Charities, to successfully deliver over 600,000 meals and 5,000 activity packs to isolated and disadvantaged families and children. Recovering from the impacts of Covid, the Hubb Foundation ran a Slow Cooker project, benefiting over 2000 families to date. Furthermore, the Hubb Foundation now provide 40,000 opportunities across 1000 sessions, per year, for disadvantaged children to attend holiday and food activities.; We have also provided 14 primary schools with access to high quality sports and physical activities for over 3000 children, including targeted workshops for children affected by societal issues, e.g., anti-racism, mental health, and wellbeing. ; Furthermore, we continue to run weekly activities for local residents aged over 55 reducing isolation and loneliness, supporting a happier and healthier lifestyle, connecting them to their community.; Our own internal staff engagement activities have generated over £10,000 since February 2023, which has benefited a further 14 local charities. Furthermore, our volunteer’s policy offers paid time off for colleagues to pledge their time to a cause close to their hearts, to further benefit their local communities and charities.

  Tackling economic inequality

  Synectics currently employs over 320 staff, the majority of whom live in the surrounding areas of Stoke on Trent. According to the Office for National Statistics Survey (2021) Stoke-on-Trent has a population in excess of 250,000. Unemployment in the city was reported at 4.3% in the year ending September 2023 compared with a national unemployment rate of 3.7% at the same period.; We operate a flexible and hybrid working culture for staff, based on the requirements of their role, and we are committed to creating employment and training opportunities in a proactive and inclusive manner. As part of our commitment to tackling economic inequality, we intend to continue with a number of programs underway which already have a positive impact. ; ; • We actively participate in careers fairs and visit a selection of local schools to provide inspirational careers insight and CV writing and interview skills.; • Work experience for school students offered at several points throughout the academic year, supporting 6 students in this last 12 months. We also offer a number of apprenticeships to school leavers. ; • University Student Placements: We have supported 18 university students on placement in the last 2 years.; • Graduates’ recruitment: We have created 15 graduate opportunities in the last 2 years.We measure this impact from feedback from those students we welcome into Synectics, the translation of student placements / temporary contracts to substantive contracts, and via key stakeholders.; ; Some leading indicators which demonstrate the success of our activities, include:; • 2023 eNPS survey score of 36; • low voluntary turnover rate of just 13.81%; • new hire retention rate of 90.5%

  Equal opportunity

  Synectics Solutions continues to build an inclusive culture, driven by our core values, with a particular focus on nurturing individual learning and wellbeing and ensuring our practices are designed to drive the right behaviours in us all. We are a Gold accredited employer in the Stoke-on-Trent Healthworks scheme, an Armed Forces Friendly employer, and a member of the Disability Confident scheme.; Learning and development are embedded into the way we work. Staff are offered talent conversations and have monthly 121’s with their line managers to provide opportunity for two-way dialogue and guide personal development and growth.; We subscribe to several technical L&D platforms which support learners to progress at their own pace, all of which provide access to a wide variety of topics and assessments, with the opportunity to attain further. Diversity and Inclusion is a fundamental part of our DNA. The name Synectics means “the coming together of a diverse group of people to solve a common problem.” 50% of our board members are women, with our Chair, Carol Shanahan OBE, being at the heart of both our business and our local community. ; Our people sit at the heart of everything we do and as a team, we collaborate with each other to solve our clients most complex and challenging issues. As a company, we don’t just hire resource, we employ the whole person and recognise that all our people have individual characteristics which make them who they are. Our staff matter. We prioritise people above profits and are not afraid to take an unconventional, dynamic, and innovative approach as an employer.

  Wellbeing

  We encourage a growth mindset in all our staff. We deliver workshops, such as “be your best self,” “lead without authority,” “the art of spinning plates,” “feedback and coaching skills” etc all which receive excellent feedback and are designed to leave staff with practical skills they can apply in both a work and personal context.; Staff voice and wellbeing is important to us. We offer a healthcare cash plan as part of the all-staff benefits and carry out a number of workshops throughout the year on topics focusing on physical and mental health, nutrition, and soon financial wellbeing also. We are also offering various well being activities to help improve motivation that also provide employees the ability to contribute to the local community.

Pricing

• Price: £3,000 to £8,900 a licence a year
• Discount for educational organisations: No
• Free trial available: Yes
• Description of free trial: Yes we are able to offer trials of the full system on negotiation dependant on size of organisation.

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 publicsectorservices@synectics-solutions.com. Tell them what format you need. It will help if you say what assistive technology you use.