ICONI Software Ltd

Enspirio Customer Engagement & Progression CEP Software

ICONI’s Enspirio platform focuses on Customer Engagement & Progression and is designed to help organisations that support individuals. It enables organisations to case manage their support programmes and achieve optimal outcomes, ensure compliance and accelerate performance. Enspirio can be used for Employability, Health & Wellbeing, Skills & Learning and Rehabilitation.

Features

• Customer/Individual Engagement Tracking: with full support journey with progression stages
• Referral Management: external referrals/enquiries and internal referral
• Diary/Calendar Management: with meetings, correspondence and SMS/Email reminders
• Event & Course Management: single and multi-session with attendance tracking
• Integrated, Customer & External Assessments: sector-specific assessments with distance travelled
• Action Planning: support interventions/sessions catalogue with action plan generation
• Outcome Management: hard/soft progression outcome recording, goals and approval process
• Supply Chain & Organisation Management: profiles, sites/locations, expenses and contacts
• Reporting: real-time activity, user defined custom export and Business-Intelligence Interface
• Sector Specific: Vacancy/Employer Relationship/Specialist Support, Portal, optional PbR Financials

Benefits

• Sector specific, designed by experts and streamlined for operational delivery
• Visualisation of individual support journey and progression optimising positive outcomes
• Multi-programme configurable, for similar projects or different sector-based programmes
• Supply-Chain ready to manage delivery partners, sub-contractors and specialist providers
• Intervention Catalogue capturing your support services, resources and delivery knowledge
• Comprehensive and extensive range of reusable features to fast-track on-boarding
• Accessible Customer Portal, bridging the digital divide and enabling self-service
• Continual evolving and improving platform that delivers return on investment
• Easy to use user interface reducing training/on-boarding overheads across programmes
• Designed in a secure, ISO27001 accredited environment, hosted within Azure

£70 a user

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 l.jordan@iconi.co.uk. Tell them what format you need. It will help if you say what assistive technology you use.

Framework

G-Cloud 14

Service ID

160189653219199

Contact

Liam Jordan
028 90319300
l.jordan@iconi.co.uk

Service scope

• Software add-on or extension: No
• Cloud deployment model:
  • Public cloud
  • Private cloud
• Service constraints: None
• System requirements: Minimum of 20 users

User support

• Email or online ticketing support: Email or online ticketing
• Support response times: Standard support response times are:; ; - 4 hours: Critical faults rendering the application inoperable; - 6 hours: Serious faults where any function/section of the application is inoperable; - 8 hours: Minor faults with updates to the application being required; ; Support is Mon-Fri (9am-5pm) and weekend cover if required would be arranged separately.
• 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: ICONI will provides a single, first level, standard support for the solution via our Helpdesk, available from 09:00 to 17:00 Monday to Friday (excluding bank/public holidays). Our Helpdesk follows ITIL best practices for Service Level Support and the solution also includes a direct interface to the ICONI Helpdesk for submitting support tickets and tickets can be submitted 24x7. Users can also contact the ICONI Helpdesk via a dedicated email address and a Helpdesk telephone number. The solution includes support escalation to ICONI's Customer Success and a Cloud Support teams and there will be a dedicated Customer Success Manager assigned.
• Support available to third parties: Yes

Onboarding and offboarding

• Getting started: ICONI will setup your Enspirio tenant and provide access to authorised administrative users. Our team will provide an overview of the Enspirio platform covering the user interface, main features, support journey and reporting, followed by ICONI’s support channels and main contacts.
• Service documentation: Yes
• Documentation formats: PDF
• End-of-contract data extraction: Via APIs and/or data export reporting.
• End-of-contract process: At end of contract an exit plan will be agreed, customers extract their data and all customer data deleted in line with data security and data protection requirements.

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: No differences, as the solution is fully responsive.
• Service interface: No
• User support accessibility: WCAG 2.1 AA or EN 301 549
• API: Yes
• What users can and can't do using the API: The solution has a suite of APIs that can be utilised. Changes via API are restricted to basic activity logging. Some APIs are restricted to volume settings.
• API documentation: Yes
• API documentation formats: Open API (also known as Swagger)
• API sandbox or test environment: Yes
• Customisation available: Yes
• Description of customisation: The majority of features can be configured and customised and this would be managed via a Change Control process.

Scaling

• Independence of resources: A load balance service is in place.

Analytics

• Service usage metrics: Yes
• Metrics types: Regular Customer Success APP insights. uptime
• Reporting types:
  • Regular reports
  • Reports on request

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: Complies with a recognised standard (for example CSA CCM version 3.0)
• Penetration testing frequency: At least once a year
• Penetration testing approach: ‘IT Health Check’ performed by a CHECK service provider
• Protecting data at rest:
  • Physical access control, complying with CSA CCM v3.0
  • Physical access control, complying with SSAE-16 / ISAE 3402
  • Encryption of all physical media
• Data sanitisation process: Yes
• Data sanitisation type:
  • Explicit overwriting of storage before reallocation
  • Deleted data can’t be directly accessed
• Equipment disposal approach: A third-party destruction service

Data importing and exporting

• Data export approach: Data export report, BI views and API suite.
• Data export formats:
  • CSV
  • Other
• Other data export formats:
  • SQL
  • Json
• Data import formats:
  • CSV
  • Other
• Other data import formats: SQL

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: Outside of planned maintenance, ICONI shall use commercially reasonable endeavours to make the CEP solution accessible 99.9% of the time in any single calendar month. In the event of service disruption, our customer support team is available to provide assistance and ensure issues are resolved promptly. Our customer support team will directly discuss and agree any service credits due on a month by month basis.
• Approach to resilience: Available on request.
• Outage reporting: The CEP service is monitored by our Cloud Support Team and any outages are immediately reported to our Customer Success Team who escalate to and inform key users of the service.

Identity and authentication

• User authentication needed: Yes
• User authentication:
  • 2-factor authentication
  • Identity federation with existing provider (for example Google Apps)
  • Dedicated link (for example VPN)
  • Username or password
• Access restrictions in management interfaces and support channels: API Scopes are utilised to determine what API users will be capable of reading, either only read information or only have API access for specific features.
• Access restriction testing frequency: At least every 6 months
• Management access authentication:
  • 2-factor authentication
  • 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: At least 12 months

Standards and certifications

• ISO/IEC 27001 certification: Yes
• Who accredited the ISO/IEC 27001: SGS UK
• ISO/IEC 27001 accreditation date: 30/08/2023
• What the ISO/IEC 27001 doesn’t cover: None
• ISO 28000:2007 certification: No
• CSA STAR certification: No
• PCI certification: No
• 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: ICONI is committed to maintaining the highest standards of information security, underscored by our Cyber Essentials, Cyber Essentials Plus, and ISO 27001 accreditations. These certifications demonstrate our adherence to standard security measures and best practices in information security management. ; We maintain and follow information security policies that cover all aspects of information security, including access control, user authentication, data encryption, and secure data handling procedures. Our policies are regularly updated to align with the latest security trends and compliance requirements. ; Our security processes are designed to ensure continuous protection of data handled and stored on our systems. This includes regular security assessments, risk management protocols, incident response strategies, and continuous monitoring of IT systems. We ensure that all employees are trained on these processes to uphold our security standards effectively. ; For this service we align our practices with the specific guidelines provided by the framework, ensuring our cloud services are secure, resilient, and compliant with UK government standards for cloud deployments.

Operational security

• Configuration and change management standard: Supplier-defined controls
• Configuration and change management approach: ICONI adopts a robust configuration and change management approach to ensure the integrity and stability of our solutions and services:; ; 1. Changes are raised to ICONI’s Change Management Team with rational and expected outcome.; 2. Analysis of expected impact, initial design and estimated of cost of change.; 3. Changes are reviewed and approved by Change Advisory Board (CAB).; 4. Approved Changes are scheduled and then implemented with User Acceptance Testing.; 5. Customers sign off the Change which is released to production with associated release notes. ; ; ICONI ensure that all changes are managed in a controlled, secure, and efficient manner.
• Vulnerability management type: Supplier-defined controls
• Vulnerability management approach: ICONI’s vulnerability management approach is a core component of our ongoing cybersecurity strategy:; ; 1. Continuous scan of systems using automated tools to identify/detect vulnerabilities including independent penetration testing. ; 2. If identified vulnerabilities are assessed for their severity and impact; 3. Vulnerabilities are prioritised based on their severity, impact and current threat as this ensures that we urgently address the most critical vulnerabilities.; 4. Actions to remediate identified vulnerabilities are implemented according to their priority (patch management, configuration changes etc.). ; 5. On completion of remediation, we verify the measures taken and monitor the systems for any recurrence or new vulnerabilities.
• Protective monitoring type: Supplier-defined controls
• Protective monitoring approach: ICONI provides a proactive protective, real time monitoring approach to detect, analyse/respond to potential security threats and issues:; ; 1. We utilise Azure monitoring tools to scan the cloud infrastructure and applications for unusual activities/threats. ; 2. Activity logs are generated including user activity, system events and network traffic. Logs are analysed to report on anomalies/security issues.; 3. If a threat is detected, ICONI’s Cloud Team is alerted to negate the threat which may involve isolating affected systems, further investigations and mitigating the risk of the threat. ; 4. Reports are prepared to document monitoring activities and findings, ensuring transparency and accountability.
• Incident management type: Supplier-defined controls
• Incident management approach: ICONI’s incident management approach ensures that we effectively handle any security or operational incidents:; 1. Upon detection, the incident is logged and categorised based on its severity. ; 2. ICONI’s Cloud Team respond to the incident and undertakes an investigation to understand its root cause and scope.; 3. Solutions/corrective actions are implemented to resolve the incident (deploying patches, adjusting security controls, or restarting services).; 4. A review to assess how the incident was handled and mitigated is carried out with lessons learned.; 5. Timely communication with all stakeholders is maintained to ensure they are informed of the status and actions taken.

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

  Tackling economic inequality

  Tackling economic inequality

  The ICONI CEP solution supports organisations who provide beneficiary programmes to positively change peoples lives and our software directly supports the creation new businesses, new jobs ; and new skills.

Pricing

• Price: £70 a user
• 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 l.jordan@iconi.co.uk. Tell them what format you need. It will help if you say what assistive technology you use.