Looking Local Limited

ScanStation

ScanStation is a combined software, hardware and furniture solution comprising an Android app, a compatible tablet and a robust steel desk-mounted scanning cradle. It allows service users to scan evidence relating to various council transactions and submit this along with identifying metadata. ScanStation can integrate with any back-end system.

Features

• Dual Android app, device and secure furniture solution
• Enhanced camera functionality ensures quality images every time
• All files are delivered with corresponding metadata
• Integrated with Anite GIM, Civica W360, Info@work and other back-offices
• Real-time address lookup using NLPG Unique Property Reference Number
• Ability to generate any file types from individual image files
• Wi-Fi and Ethernet enabled
• Fully GDPR compliant
• Comprehensive usage auditing and reporting

Benefits

• Reduces face-to-face contact / enables self-service
• Supports all services that require scanned supporting documents
• Shortens the end-to-end application timeframe
• Per scan saving of £3.66 (council customer service centre model)
• ROI calculator available to show savings potential
• Year on year savings
• Simple, non-technical, accessible app on familiar technology
• PDF generation from individual image files eases handling multi-page proofs
• Potential for 80% of supporting documents to be self-scanned
• Enables advocates/family/friends to progress claims on applicant’s behalf

£15,000 to £40,000 a licence a year

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 guy.giles@lookinglocal.gov.uk. Tell them what format you need. It will help if you say what assistive technology you use.

Framework

G-Cloud 13

Service ID

184261174259916

Contact

Guy Giles
0845 434 8540
guy.giles@lookinglocal.gov.uk

Service scope

• Software add-on or extension: No
• Cloud deployment model:
  • Public cloud
  • Private cloud
• Service constraints: Support does not extend to the hardware that is procured by the customer nor their consumed web services that the app calls on to operate.
• System requirements: Device lockdown software is required for the tablet

User support

• Email or online ticketing support: No
• Phone support: Yes
• Phone support availability: 9 to 5 (UK time), Monday to Friday
• Web chat support: No
• Onsite support: No
• Support levels: As part of our commitment to provide first class support, our proposals include the provision of “1st Line Support” throughout the life of the solution. This will be a call centre number that customers can ring 24/7/365 to report issues that pertain specifically to the performance of the app only. Detailed response times would be covered in our SLA although they are generally between 2 business hours and 24hrs depending on the severity of the issue, and recovery times of 4-8 business hours - again depending on the severity or the issue. The costs for this support are included in the licence costs. Each deployment comes with a dedicated technical manager to handle support requests, identify the issue and update stakeholders on progress in a timely fashion. Customised, higher levels of support are available on request and costed based on needs.
• Support available to third parties: No

Onboarding and offboarding

• Getting started: End users are expected to use the service unassisted. Customers are provided with user documentation. ; ; A number of standard service elements may be customised during the onboarding process, including but not limited to: Service areas, evidence types, and metadata fields / Receipt functionality (including optional submission reference codes) / Branding (logos and colours) / Guidance text / Geographical scope (administrative boundaries) of address lookup. ; ; Looking Local work with buyers to define the above requirements (and apply them to pre-release versions of the app for acceptance testing) we will support the activities for which the buyer is responsible, including: Procuring compatible Android tablets / Connecting the tablets to local IT infrastructure / Implementing device management solution / Preparing/procuring furniture for cradle installation / Preparing marketing and communications relating to the new service.
• Service documentation: Yes
• Documentation formats:
  • ODF
  • PDF
  • Other
• Other documentation formats: Google Docs
• End-of-contract data extraction: No data is kept on the system
• End-of-contract process: At the end of the contract Looking Local will decommission the service and delete all supporting data from the relevant systems for which it is responsible. Historical usage data may be provided on request in a machine-readable format prior to deletion. References to the service may be removed from Looking Local literature and websites.

Using the service

• Web browser interface: Yes
• Supported browsers:
  • Internet Explorer 11
  • Microsoft Edge
  • Firefox
  • Chrome
  • Safari
  • Opera
• Application to install: Yes
• Compatible operating systems: Android
• Designed for use on mobile devices: Yes
• Differences between the mobile and desktop service: It is an Android tablet-only experience
• Service interface: Yes
• User support accessibility: WCAG 2.1 AA or EN 301 549
• Description of service interface: The user-facing service is a dedicated Android app accessed via a compatible device (i.e. tablet) using an intuitive, accessible user interface.; ; Management information (i.e. reporting) and QR code management is available to customers via a browser using an intuitive, accessible user interface.
• Accessibility standards: WCAG 2.1 AA or EN 301 549
• Accessibility testing: The solution is tested using Android's Accessibility Scanner app and Android's built-in screen reader TalkBack to test accessibility against WCAG 2.1 AA standards.
• API: No
• Customisation available: Yes
• Description of customisation: A number of standard service elements may be customised during the onboarding process, including but not limited to: Service areas, evidence types, and metadata fields / Receipt functionality (including optional submission reference codes) / Branding (logos and colours) / Guidance text / Geographical scope (administrative boundaries) of address lookup.; There are no user customisable areas of the solution

Scaling

• Independence of resources: The app runs on a single device. The maximum amount of users at any given time is 1 per device.

Analytics

• Service usage metrics: Yes
• Metrics types: Service metrics are available to customers via a dedicated management console. This covers real-time reporting on scan submissions and pages scanned (by date/service area/evidence type/location), device information, session data, popular service areas and evidence types
• Reporting types: Real-time dashboards

Resellers

• Supplier type: Not a reseller

Staff security

• Staff security clearance: Staff screening not performed
• Government security clearance: None

Asset protection

• Knowledge of data storage and processing locations: No
• Datacentre security standards: Managed by a third party
• Penetration testing frequency: Never
• Protecting data at rest: Other
• Other data at rest protection approach: At rest there is no data
• Data sanitisation process: No
• Equipment disposal approach: A third-party destruction service

Data importing and exporting

• Data export approach: No data is held on the service
• Data export formats: Other
• Other data export formats: No data is held on the service
• Data import formats: Other
• Other data import formats: No data is imported to the service

Data-in-transit protection

• Data protection between buyer and supplier networks: Other
• Other protection between networks: Device resides on buyer's network.
• Data protection within supplier network: Other
• Other protection within supplier network: N/A. Data does not reside on our network.

Availability and resilience

• Guaranteed availability: The service is provided for end users on a continuous 24-7-365 basis, with no planned maintenance windows, although we recognise that buyers may want to restrict access to the opening times of their customer service centres.
• Approach to resilience: Not applicable in this case by virtue of the app running on customer devices.
• Outage reporting: Not applicable in this case by virtue of the app running on customer devices.

Identity and authentication

• User authentication needed: No
• Access restrictions in management interfaces and support channels: Not applicable in this case
• Access restriction testing frequency: Never
• Management access authentication:
  • 2-factor authentication
  • Username or password
  • Other
• Description of management access authentication: IP restriction

Audit information for users

• Access to user activity audit information: No audit information available
• Access to supplier activity audit information: No audit information available
• How long system logs are stored for: Less than 1 month

Standards and certifications

• ISO/IEC 27001 certification: No
• 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: No
• Security governance certified: No
• Security governance approach: Not applicable in this case by virtue of the app running on customer devices
• Information security policies and processes: For the purposes of security, since the solution runs on customer-managed infrastructure and no personal data is relayed to systems operated by the Looking Local, all security policies and roles are the buyer's responsibility.

Operational security

• Configuration and change management standard: Supplier-defined controls
• Configuration and change management approach: We use a change management tracking service called Jira to ensure that any configuration or change management requests are accurately documented, prioritised and carried out in a timely fashion. We use version control to decide whether the change constitutes as step change in the fabric of the solution and carry out regular penetration testing if the change presents a potential security issue.
• Vulnerability management type: Undisclosed
• Vulnerability management approach: We are members of a number of accredited bodies, including the Cyber Security Information Sharing Partnership (CiSP), that share information on new or emerging security issues. Any potential threats presented are assessed for severity either by our CTO or by a third party CHECK or CREST accredited body and acted upon accordingly.
• Protective monitoring type: Undisclosed
• Protective monitoring approach: This question does not apply in this case
• Incident management type: Undisclosed
• Incident management approach: Customers can report incidents via our 24 hour telephone support helpdesk, via our incident reporting software or via email to the Technical Support Manager. Most incidents do fit a common type and have appropriate processes in place to deal with them. Non-common incidents are dealt with on an adhoc basis and followed up with an incident report to the stakeholders depending on the severity

Secure development

• Approach to secure software development best practice: Supplier-defined process

Public sector networks

• Connection to public sector networks: No

Social Value

• Fighting climate change:

  Fighting climate change

  ScanStation replaces the need for photocopying and offline storage of paper document evidence. Digitizing the end-to-end document evidence process supports authorities trying to go paperless (or reduce their paper-use) as part of their carbon footprint reduction efforts.
• Covid-19 recovery:

  Covid-19 recovery

  ScanStation is a self-service solution that facilitates claimants in providing evidence for a range of council services whilst consciously reducing face-to-face contact with staff. The quick and simple document scanning improves workplace conditions by reducing contact centre queues and can be distanced to ensure effective social distancing. ScanStation lowers the risk of cross-contamination by reducing the need for staff to handle documents.; ; ScanStation reduces the demand on frontline services and frees up staff to focus on other areas that need support.
• Tackling economic inequality:

  Tackling economic inequality

  ScanStation is a self-serve solution, modernising the delivery of human-resource intensive and slow processes, such as using traditional scanning or photocopying. This creates significant savings on provision without affecting service outcomes, ensuring that advisors can devote more time to complex and vulnerable cases whilst reducing waiting times.; ; Councils can use ScanStation to support businesses by providing a quick and easy self-service option for citizens to supply evidence for their business rates and other services.; ; Citizens can use ScanStation to provide evidence for a variety of Council services (determined by the customer), supporting those who face barriers to employment.

Pricing

• Price: £15,000 to £40,000 a licence a year
• 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 guy.giles@lookinglocal.gov.uk. Tell them what format you need. It will help if you say what assistive technology you use.