CTRL O LTD

LinkSpace Covert Case Management

LinkSpace supports restricted and sensitive case management where access control and confidentiality are critical. It enables secure handling of investigations, whistleblowing, safeguarding, and high-risk cases using role-based permissions, audit trails, and controlled workflows aligned to public sector governance requirements.

Features

• Workflow configured to comply with relevant guidelines
• Information on complicated regulations built into a straightforward workflow
• Guides staff through each step, providing information where needed
• Different options presented depending on the answers given
• Decision support ensures options offered comply with policy guidelines
• Decision support also ensures managers make the correct decisions
• Personalised views and reports enable efficient and streamlined working
• Fast ongoing software development ensures compliance with latest legislation
• Teams guided to stay within current policy and legislation requirements
• Full audit trail of changes, recording user, time and date

Benefits

• Enables each staff member to work in a personalised way
• Assurance that group workflows are completed accurately by all involved
• Thousands of staff guided to choose within the right parameters
• Assurance that each staff member is completing their tasks correctly
• Audit trail proof that tasks carried out are regulation compliant
• Role-based access means audit trail is very robust
• Transparency of allocated tasks, providing effective Management Information
• Teams confident they’re within current policy and legislation requirements
• Thousands of staff able to work compliantly with full proof
• Streamlines processes, eases staff workload, reduces resource use

• 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 info@ctrlo.com. Tell them what format you need. It will help if you say what assistive technology you use.

Framework

G-Cloud 15

Service ID

167755181654558

Contact

John Hayden
020 3474 1212
info@ctrlo.com

About your service

• Service categories:

  Applications

  Production and operations

  • Other operations

  Service industry and public sector operations

  • Healthcare
  • Education
  • Public Order and Safety
  • Police
  • Defence
  • Social Security Administration
  • Adult Social Care
  • Children's Social Care
  • Other
• 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: LinkSpace is a cloud hosted SaaS that requires internet access and a supported browser.
• System requirements:
  • Internet connection
  • Standard browser on desktop, laptop, tablet or smartphone

User support

• Email or online ticketing support: Yes
• Support response times: Additional to the Service Levels detailed further below our typical response times are as follows:; ; First response is within 1 hour, 24/7 and usually immediate by telephone.; ; Customers also have access to Ctrl O Account Managers by telephone and email during core business hours
• User can manage status and priority of support tickets: Yes
• Online ticketing support accessibility: WCAG 2.2 AA
• Phone support: Yes
• Phone support availability: 24 hours, 7 days a week
• Web chat support: No
• Onsite support: Yes, at extra cost
• Support levels: SUPPORT LEVELS; ; - Premium Support is included as standard with the G-Cloud per-user subscription and applies to all customers. ; ; - Custom Configuration Support can be provided at rates based on the SFIA rate card. ; ; Our experience indicates all customers are satisfied with our Premium Support offering.; ; Ctrl O provides a response-time-based support service for the LinkSpace platform as follows:; ; P1 – Critical incident; A critical service issue affecting all users or a core service function, with no acceptable workaround available.; Response time: 1 hour; ; P2 – High priority incident; A serious service issue affecting a subset of users or specific functions, with no acceptable workaround available.; Response time: 1 hour; ; P3 – Medium priority incident; A non-critical issue where functionality is degraded or unavailable, but an acceptable workaround exists and operational impact is manageable.; Response time: 24 hours; ; P4 – Low priority / planned activity; Low-impact issues, service requests, or planned and managed changes, including configuration updates or non-urgent enhancements.; Response time: 24 hours (or scheduled as agreed); ; TECHNICAL ACCOUNT MANAGER ; ; A technical account manager is allocated to every customer.; ; CLOUD SUPPORT ENGINEER; ; Cloud support engineers are pooled and accessed through the help-desk.
• Support available to third parties: Yes

Onboarding and offboarding

• Getting started: USER-TRAINING | LinkSpace is intuitive and easy to use. The application has context-sensitive help for each view and feature. As the system is configured, help screens and pop-ups are also configured to provide specific end-user guidance. We provide a number of training and familiarisation modalities to satisfy all needs. A comprehensive user guide is available on-line or as a PDF. Onsite classroom training for user-administrators, train-the-trainer and end-users is provided as a Cloud Support Service by Ctrl O. ; ; ONBOARDING | Simple migration of existing data is achieved by bulk upload of a CSV file, this can be done by Ctrl O (see Service Definition for details) or a user-administrator. A popular approach to onboarding LinkSpace is to take a user requirement (a business process) and work with Ctrl O consultants as a Cloud Support Service to train user-administrators and end users as we jointly configure and deploy the application. Full details of Planning, Setup and Migration, Training and Ongoing Support services provided by Ctrl O are provided in Lot 3 "Cloud Support".
• Service documentation: Yes
• Documentation formats:
  • HTML
  • PDF
• End-of-contract data extraction: OFFBOARDING AND DATA EXTRACTION | Migration from the service is easy using our zero-cost offboarding service. If you decide to leave the service you can download your data in a standard format, such as CSV and move it to another product. ; ; OPEN SOURCE | As LinkSpace is open source a customer on a single-tenant instance of LinkSpace (only free-trial instances are multi-tenanted) can arrange with us to be provided a complete system of their instance, including all business logic, audit trail and the ability to look back at historical views of the data at any chosen date and time. (Historical views will not show user-deleted records as these are purged in conformance with data privacy policies. Users may elect to archive non-personal data as an alternative to deletion to preserve this powerful historical audit feature.)
• End-of-contract process: Termination can be ordered by the customer in accordance with the relevant terms of the Call-off Contract which typically have been at the discretion of the customer on providing 30 days' notice. At the point of termination, all consumer data, accounts and access will be permanently deleted, and will not be able to be subsequently recovered or restored. Data will be provided to the customer in accordance with the offboarding procedure. There is no charge over and above the normal subscription for this offboarding service. Exceptionally, additional exit Migration and Planning services may be procured from Ctrl O under Lot 3 "Cloud Support".
• 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: FULL ACCESS to all features is available on tablets and smartphones. Data is presented to users through a feature called VIEWS which are individually configurable by individual users either for themselves, teams or all users (subject to the grant of appropriate permissions). Users may configure their views to optimise the user-experience on their chosen device.
• Service interface: Yes
• User support accessibility: WCAG 2.2 AA
• Description of service interface: The service interface is accessed via the standard software interface, but with elevated privileges.
• Accessibility standards: WCAG 2.2 AA
• Accessibility testing: Worked with the Ministry of Justice to ensure that the software works well with a variety of users of assistive technology.
• API: Yes
• What users can and can't do using the API: The LinkSpace API is available to all LinkSpace customers. It provides access to all the data viewing and editing functionality of LinkSpace, including: editing records, viewing records, viewing a record's history, and viewing reports. Because LinkSpace is a software application with which the majority of interaction is expected to be its extensive data management features, the API does not offer any provisioning or configuration of LinkSpace. The API uses HTTPS to create a secure interface, using OAuth2 for authentication. JSON is used to encode the data throughout the API.
• API documentation: Yes
• API documentation formats:
  • HTML
  • PDF
• API sandbox or test environment: Yes
• Customisation available: Yes
• Description of customisation: LinkSpace has been designed so that users, with appropriate permissions, can configure every aspect of the application. This enables teams to evolve the way data is collected and managed as the business process evolves, without calling-in a consultant or IT department. Eliminating costly and lengthy contractual change-control procedures and putting those who fully understand the desired outcomes in control of the system. Full audit trail, constant backup and historical views of the system together with rigorous permissions controlling who can make changes support user-defined procedures for approving change. This fosters progressive innovation, a key objective of digital transformation. ACCESS CONTROL | LinkSpace can be extensively configured to control who has access to what data and features. Create groups, add members to groups, and then define what a group can do. As access to features supporting the powerful customisation facility of LinkSpace are governed by this access control, the owner of the business process can define who is responsible for making changes which can be user-tested in a sandbox environment before deployment.

Scaling

• Independence of resources: LinkSpace for Government is deployed using a single-tenanted virtual environment from ServerHouse. In order to guarantee that customers in one VPS are not affected by the demands from customers in another VPS, Ctrl O uses resource reservations and shares such as internet bandwidth shaping. The Ctrl O capacity planning team ensure that usage in terms of all resources are constantly monitored and increased accordingly relating to user demand. LinkSpace itself is very light, using minimal bandwidth for each page displayed.

Analytics

• Service usage metrics: Yes
• Metrics types: FORENSIC AUDIT TRAIL | All users and user-administrators with the appropriate permission have access to full audit trail in real-time. This can be filtered (say) by user or activity and downloaded. ; ; USAGE METRICS | Monthly usage reports are provided automatically.
• Reporting types:
  • Regular reports
  • Reports on request
• Resource tagging: Yes
• FOCUS resource tagging: No

Resellers

• Supplier type: Not a reseller

Staff security

• Staff security clearance: Conforms to BS7858:2019
• Government security clearance: 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: Managed by a third party
• 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:
  • Physical access control, complying with CSA CCM v4.0
  • Physical access control, complying with another standard
  • Encryption of all physical media
• Data sanitisation process: Yes
• Equipment disposal approach: Complying with a recognised standard, for example CSA CCM v4.0, CAS (Sanitisation) or ISO/IEC 27001
• Data sanitisation type: Deleted data can’t be directly accessed / Cryptographic Erasure

Data importing and exporting

• Data export approach: DATA EXTRACTION APPROACH | It is a standard feature of LinkSpace that all or part of data can be downloaded in CSV format by anyone who has been given appropriate permissions by the user-administrator (a member of the customer team). This download can be made at any time and as frequently as needed. Powerful boolean filters can be employed in the selection of sub-sets of data to enable users to export only the data they want. ; ; OPEN SOURCE | We will work with a customer to clone a single-tenant instance of LinkSpace with all their data, if requested.
• Data export formats:
  • CSV
  • Other
• Other data export formats: LinkSpace code is open source, a clone may be created
• 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)
• Data protection within supplier network: TLS (version 1.2 or above)

Availability and resilience

• Guaranteed availability: The minimum availability of LinkSpace is 99.95% per year. This excludes planned maintenance, which will only take place out of normal business hours at times agreed by the customer. Sometimes maintenance will be required on the ServerHouse servers at times outside of our control. If these; times are unacceptable, a customer’s LinkSpace instance can be moved to another unaffected server beforehand. STANDARD SLA: A Service Level non-conformance event ("SLNC") happens if the service level falls below the stated availability percentage (excluding Planned and Emergency maintenance periods). Consumers will be eligible for service credits on affected services only. Service credits will be calculated as a percentage of the fees for the affected services for the monthly billing period during which the SLNC occurred (to be applied at the end of the billing cycle). Service credit is 5% of the monthly spend. SLNCs directly or indirectly arising from the same cause, event or sequence of events within 72 hours of the earlier SLNC represent a single instance of Service Level non-conformance.
• Approach to resilience: An hourly differential backup and a daily full snapshot are encrypted and stored in a physically separate data centre. Daily backups are each stored for 4 months, full monthly backups are stored for 12 months. In the event of server failure, this allows for virtually no data loss and fast reversion to an alternative server (within 1 hour).
• Outage reporting: Ctrl O maintains a very close relationship with each customer. In the event of an outage, a customer will be contacted directly to inform them of the issue, provide details and expected times of the rectification, and provide any assistance to mitigate the outage with the customer.

Identity and authentication

• User authentication needed: Yes
• User authentication:
  • Multi-Factor Authentication (MFA)
  • Public key authentication (including by TLS client certificate)
  • Identity federation with existing provider (for example Google Apps)
  • Limited access network (for example PSN)
  • Dedicated link (for example VPN)
  • Username or password
• Access restrictions in management interfaces and support channels: Ctrl O management interfaces for LinkSpace are only accessible using indirect bastion hosts, to reduce the external attack vector. Support channels for LinkSpace are restricted to only known customers.
• Access restriction testing frequency: At least once a year
• Management access authentication:
  • Multi-Factor Authentication (MFA)
  • Username or password
  • Other
• Description of management access authentication: Hardware access token

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: At least 12 months

Security governance

• Named board-level person responsible for service security: Yes
• Security governance certified: Yes
• Security governance standards:
  • CSA CSM version 4.0
  • ISO/IEC 27001
• Information security policies and processes: Ctrl O has been built from the day it was incorporated on the fundamental principles of ISO27001. These form the core of everything the company and its employees do. Ctrl O's ISO27001 certification has been independently assessed and certified by NQA, a UKAS accredited audit body. Ctrl O is governed by an integrated suite of information security policies. Under the top level Information Security Policy itself are second-level documents with specific focuses, including acceptable use, protection against malicious software, system monitoring, secure development, supply chain management and many others.
• Software Security Code of Practice: Yes

Operational security

• Configuration and change management standard: Complies with a recognised standard, for example CSA CCM v4.0 or SSAE-18 / ISAE 3402
• Configuration and change management approach: Ctrl O has documented configuration and change management policies and processes, which have been implemented, maintained and assessed in accordance with the guidance from ISO27001. Formal configuration management processes are integrated within all Ctrl O's activities, as part of its ISMS policies. A robust, established process for the formal submission of change requests is mandated to ensure that a formal audit trail is maintained.
• Vulnerability management type: Complies with a recognised standard, for example CSA CCM v4.0 or SSAE-18 / ISAE 3402
• Vulnerability management approach: Ctrl O has a documented vulnerability management policy and process, which has been implemented, maintained and assessed in accordance with its ISO27001 certification. Ctrl O subscribes to vulnerability notifications for all software it operates, assessing each notification, and depending on its severity either deploying during routine updates or at much shorter notice if deemed necessary.
• Protective monitoring type: Complies with a recognised standard, for example CSA CCM v4.0 or SSAE-18 / ISAE 3402
• Protective monitoring approach: Ctrl O follows NCSC best practice for monitoring and logging. Ctrl O has implemented a fully comprehensive logging and monitoring system using an open source Intrusion Detection System (IDS). System alerting is monitored 24/7 by technical staff for any system anomalies for prompt investigation. In the event of any anomalies Ctrl O support staff undertake investigation and follow internal ISMS procedures. Ctrl O aims to investigate all incidents within one hour. Ctrl O keeps the customer informed at all times, as appropriate.
• Incident management type: Complies with a recognised standard, for example, CSA CCM v4.0 or ISO/IEC 27035:2011 or SSAE-18 / ISAE 3402
• Incident management approach: Ctrl O has a documented incident management policy and process, which has been implemented, maintained and assessed in accordance with its ISO27001 certification. This activity is responsible for the progression of alerts generated by automated monitoring systems, issues identified by Ctrl O personnel, and incidents identified and reported to Ctrl O by its customers. All incidents are promptly reported into a central ticketing system, which ensures that each is promptly assigned to an appropriate resource, and its progress tracked (and escalated, as required) to resolution.
• 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: Yes
• Connected networks: Other
• Other public sector networks: On prem

Pricing

• Discount for educational organisations: No
• Free trial available: Yes
• Description of free trial: INCLUDED | All features of LinkSpace are included in the free trial. EXCLUDED |Single-tenant instances of LinkSpace are not provided automatically in the free trial period but will be considered on request. TIME PERIOD | The standard free trial period is 30 days.
• Link to free trial: https://www.ctrlo.com

Discount percentage by annual call-off contract value (excluding VAT)

• Less than £250,000: 0%
• Between £250,000 and £500,000: 0%
• Between £500,001 and £1,000,000: 0%
• Between £1,000,001 and £2,500,000: 0%
• Between £2,500,001 and £5,000,000: 0%
• Over £5,000,001: 0%

Non-mandatory Standards and certifications

• ISO/IEC 27001 certification: Yes
• Who accredited the ISO/IEC 27001: NQA
• ISO/IEC 27001 accreditation date: Wednesday 4 June 2014
• What the ISO/IEC 27001 doesn’t cover: Most recent certificate issued: 29/10/2025; All the services provided are covered by the certification
• ISO 28000:2022 certification: No
• ISO 9001 certification: No
• Quality management systems (QMS): Yes
• CSA STAR certification: Yes
• CSA STAR accreditation date: Thursday 7 September 2017
• CSA STAR certification level: Level 1: CSA STAR Self-Assessment
• What the CSA STAR doesn’t cover: None
• PCI certification: No
• Cyber essentials: Yes
• Please provide your Cyber Essentials Certificate Number: F9edee30-1408-4ad5-93e4-4bcacd091831
• Cyber essentials plus: Yes
• Please provide your Cyber Essentials Plus Certificate Number: 754397f7-0d5d-48f8-ac96-c607b5503c37
• 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
    • Providing opportunities for, and measuring and monitoring of, staff workforce conditions over time, including employee engagement, involvement in decision-making and satisfaction and adapting to any changes in the results, with clear processes for acting on issues identified
    • Plans to engage the contract workforce in deciding the most important workplace issues to address
    • Employment contracts that reflect actual hours worked; steps taken to ensure employees understand their contracts and have the ability to review and adjust them if actual hours regularly exceed contracted hours
    • Activities that support an environment where staff are educated about, and feel empowered to, address their physical wellbeing
    • Activities that support an environment where staff are educated about and feel empowered to report and address bullying and harassment
    • Payment of more than the National Minimum Wage or National Living Wage (as appropriate) to the contract workforce
    • Entitlement to sick pay for the contract workforce, with provision in place for any staff who do not meet the earnings threshold for statutory sick pay, payment of sick pay from day one of absence and payment of staff on the contract workforce who are off sick a replacement income of 100% of their usual earnings for as long as possible
    • 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
    • Support for educational attainment relevant to the contract, including training schemes that address skills gaps and result in recognised qualifications
    • Understanding of the modern slavery risks and issues affecting the market, industry, sector or country (of origin or of source) relevant to the contract, and the workforce in the supplier’s own organisation and those of its key subcontractors
    • Outline policies and practices to be applied to or put in place for the contract to mitigate and manage modern slavery risks, including: Pre-employment checks, recruitment practices. Workplace conditions, safeguarding plans and processes in place and regular monitoring with relevant groups considered, which may include sampling

  • 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 2: Skills for growth: Supporting growth sectors and addressing skills gaps.

    • Understanding of employment and relevant skills issues, and of the education and training issues relating to the contract. Illustrative examples: demographics, skills shortages, new opportunities in high growth sectors, geographic/local community and skills/employment challenges
    • Delivery of apprenticeships, supported internships and T Level industry placement opportunities (Level 2, 3 and 4+) in relation 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
    • Plans to respond flexibly and adapt approaches to community engagement and initiatives
    • Support for community-led initiatives relevant to the contract. Illustrative examples: improving transport links; reducing loneliness; helping with English language proficiency; and facilitating social mixing among people with different backgrounds

  • Mission: Make Britain a clean energy superpower: To cut bills, create jobs and deliver security with cheaper, zero-carbon electricity by 2030, accelerating to net zero

    Policy Outcome 4: Sustainable procurement practices: Reducing carbon footprints, minimising waste, and promoting the use of clean energy and green technologies.

    • Understanding of opportunities for additional environmental benefits delivery in the performance of the contract, including working towards net zero carbon emissions and use of clean energy and green technologies
    • Collaborative ways of working with the supply chain to deliver additional environmental benefits in the performance of the contract, including working towards net zero carbon emissions and use of clean energy and green technologies
    • Delivery of additional environmental benefits through the performance of the contract, including working towards net zero carbon emissions and use of clean energy and green technologies
    • Understanding of how to influence staff, suppliers, customers, communities and/or any other appropriate stakeholders through the delivery of the contract to support climate and nature protection and improvement

  • Mission: Break down barriers to opportunity: By reforming our childcare and education systems, to make sure there is no class ceiling on the ambitions of young people in Britain

    Policy Outcome 6: Employment and training: For those who face barriers to employment

    • Understanding of employment and skills issues, and of the skills and employment shortages of high growth sectors relating to the contract
    • Inclusive and accessible recruitment practices, and retention-focused activities, including those provided in the Guide for line managers on recruiting, managing and developing people with a disability or health condition
    • Offering a range of quality opportunities with routes of progression if appropriate, e.g. T Level industry placements, students supported into higher level apprenticeships.
    • Working conditions which promote an inclusive working environment and promote retention and progression
    • Understanding of the issues affecting inequality in employment, skills and pay in the market, industry or sector relevant to the contract, and in the supplier’s own organisation and those of its key sub-contractors. Measures to tackle inequality in employment, skills and pay in the contract workforce
    • Inclusive and accessible development practices, including guidance for line managers on recruiting, managing and developing people with a disability or health condition

  • Mission: Build an NHS fit for the future: That is there when people need it; with fewer lives lost to the biggest killers; in a fairer Britain, where everyone lives well for longer.

    Policy Outcome 8: Increasing productivity through physical and mental wellbeing: In the supply chain and communities in the relevant area.

    • Understanding of issues relating to health and wellbeing, including physical and mental health, in the contract workforce
    • Understanding barriers to access to health and social care services or employment opportunities e.g. digital inclusion
    • Inclusive and accessible recruitment practices, development practices and retention policies that support-focused activities including those provided in the Guide for line managers on recruiting, managing and developing which support people with a disability or health condition
    • Actions to invest in the physical and mental health and wellbeing of the contract workforce

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 info@ctrlo.com. Tell them what format you need. It will help if you say what assistive technology you use.