BRIGHTLY SOFTWARE LIMITED

Community Central by Brightly

A low-code, web-based platform for digital service delivery. Incorporating collaborative case management, payments, forms, customer MyAccount and website with integration to Brightly Asset Management Systems. Build end-to-end digital transactions for service requests, applications, and payments. Secure, responsive, accessible websites and includes a rich toolset of APIs extension points for developers.

Features

  • Brightly Software Confirm integrations included for seamless interaction with Assets
  • Granular access controls, with audit trail and user login reports
  • Forms are integration-ready with CRM, payment gateways, databases, etc
  • Advanced form features: branching rules, data retention, PDF generation
  • Web timeline view of customer cases, Real-time messaging and updates
  • Non-technical workflow, rules and notifications configuration
  • Create repositories for structured data and allow customer generated additions
  • Visitor login and personalised landing pages based on stated preferences
  • Customisable components for embedding third party content into homepages

Benefits

  • Highly secure hosting and GDPR-compliant platform
  • Customer accounts providing transaction history and personalised web experience
  • Build end-to-end digital services and drive savings through channel shift
  • Quickly locate relevant content through powerful navigation and discovery tools
  • No programming required nontechnical forms and service workflow design
  • Developer API for easy system modification and extensions
  • Platform built on open-source technologies
  • Enable business users to configure complex systems integrations and payments
  • Secure, extensible and affordable Content, Form and Case Management Platform
  • Accessible forms & websites which meet WCAG2.1 AA as minimum

Pricing

£5,100 an instance a month

Service documents

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 daniel.mills@brightlysoftware.com. Tell them what format you need. It will help if you say what assistive technology you use.

Framework

G-Cloud 13

Service ID

1 9 5 9 7 8 3 6 3 7 5 0 1 5 6

Contact

BRIGHTLY SOFTWARE LIMITED Brightly Software Ltd
Telephone: +44 (0) 808 167 4526
Email: daniel.mills@brightlysoftware.com

Service scope

Software add-on or extension
No
Cloud deployment model
Public cloud
Service constraints
No
System requirements
A modern web browser is required to access the service

User support

Email or online ticketing support
Email or online ticketing
Support response times
Jadu provide a level of support which is built into the monthly subscription cost. This provides an online help desk and ticketing system available 24/7 with telephone support during business hours (8am-6pm, Monday to Friday, except English Bank Holidays).

On-call engineers will respond to critical availability issues outside of standard business hours. The support SLA is included in the terms of service document.

The help desk is staffed with dedicated support engineers, with sysadmins, software engineers and other technical experts becoming involved to resolve support issues as necessary.
User can manage status and priority of support tickets
Yes
Online ticketing support accessibility
WCAG 2.1 AA or EN 301 549
Phone support
Yes
Phone support availability
9 to 5 (UK time), Monday to Friday
Web chat support
Web chat
Web chat support availability
9 to 5 (UK time), Monday to Friday
Web chat support accessibility standard
WCAG 2.1 AA or EN 301 549
Web chat accessibility testing
Online support web chat is provided using the Jadu Connect platform. The Jadu Connect user interface is regularly tested with NVDA and JAWs.
Onsite support
Yes, at extra cost
Support levels
Jadu provides a standard level of support, which is built into the monthly subscription cost. This provides an online help desk and ticketing system available 24/7 with telephone support during business hours (8am-6pm, Monday to Friday, except English Bank Holidays).

On-call engineers will respond to critical availability issues outside of standard business hours.

Jadu’s support SLA is included in the terms of service document. The help desk is staffed with dedicated support engineers, with sysadmins, software engineers and other technical experts becoming involved to resolve support issues as necessary.

An Enhanced level of support (an additional £650 per month) increases the number of support accounts an organisation can have as well as out of hours deployments and a number of inclusive professional service days for small works. A named Customer Support Advisor is assigned to every customer, irrespective of whether standard or enhanced support has been chosen.
Support available to third parties
Yes

Onboarding and offboarding

Getting started
Jadu provides certified training for administrators, consisting of both Jadu Connect Foundation Training (Online), and Jadu Connect Practitioner Training (Webinar).

Jadu can optionally lead with the build of the first digital service at a cost.

Additionally there is an online implementation guide and online user manuals for administrators and customer service agents.

Customer service agents are also able to access a dedicated online Jadu Connect Advisor Training course.
Service documentation
Yes
Documentation formats
HTML
End-of-contract data extraction
Tools are provided to export data from within the application.

Form structures can be exported as .tar files, user submitted data can be exported in CSV and XML format.

Any other form data not accessible via the export tools provided in the application can be exported via database export. Users can extract all case data via csv export or webhooks.
End-of-contract process
A service plan can be cancelled at any time.

When you do this, your platform becomes unavailable and all public-facing forms are taken offline – no further usage or subscription charges will apply.

You will have access to your platform for export purposes only, for a further 30 days, following which all content and data will be deleted permanently.

Using the service

Web browser interface
Yes
Supported browsers
  • Microsoft Edge
  • Firefox
  • Chrome
  • Safari
Application to install
No
Designed for use on mobile devices
Yes
Differences between the mobile and desktop service
The platform uses responsive web design to allow the same interfaces to adapt and be displayed on devices of different dimensions. This means that both desktop and mobile users can access the same features in the same place, giving a consistent experience across all a user's devices.
Service interface
Yes
User support accessibility
WCAG 2.1 AA or EN 301 549
Description of service interface
Jadu’s modern interfaces are developed using the Pulsar user interface framework. The platform uses responsive web design to allow the same interfaces to adapt and be displayed on devices of different dimensions. This means that both desktop and mobile users can access the same features in the same place, giving a consistent experience across all a user's devices.
Accessibility standards
WCAG 2.1 AA or EN 301 549
Accessibility testing
Jadu’s modern interfaces developed using the Pulsar user interface framework are tested using desktop screen reader software, and our text editor supports a variety of screen readers including JAWS, VoiceOver, NonVisual Desktop Access (NVDA) and ChromeVox. Additional testing has been undertaken to confirm that animated backgrounds in the software do not trigger seizure in individuals with Photosensitive epilepsy.
API
Yes
What users can and can't do using the API
The Jadu Connect Service API provides users with the ability to create and update service requests (cases), progress cases through the workflow and register and retrieve contact details.

Jadu Central supplies both a PHP and RESTful XML API. The PHP API is fully functional, allowing both read and write of application data. The RESTful XML API allows users with an authorised API key to access publicly available content already published to the website.
API documentation
Yes
API documentation formats
HTML
API sandbox or test environment
No
Customisation available
Yes
Description of customisation
A broad range of settings can be adjusted from within the application user interfaces.

Additional custom functionality can be developed to extend the core feature set. Extensibility of the platform is a core feature of the Jadu Central.

For the digital concierge component of the platform branding options allow customers to upload their own logos and set a system-wide colour scheme. For the form and website component, skinning is possible through web template design.

Scaling

Independence of resources
Monitoring tools are used to measure usage of the application and where necessary additional resources can be added.

Analytics

Service usage metrics
Yes
Metrics types
Monthly and daily reports for number of cases by case type for a user defined date range. Users can export all case data to CSV to build reports not currently available in the reporting dashboard. Webhooks can also be configured to push real-time updates to a central datastore / reporting service endpoint for consumption.
Reporting types
Real-time dashboards

Resellers

Supplier type
Reseller providing extra features and support
Organisation whose services are being resold
Jadu

Staff security

Staff security clearance
Other security clearance
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
  • European Economic Area (EEA)
User control over data storage and processing locations
No
Datacentre security standards
Managed by a third party
Penetration testing frequency
Less than once a year
Penetration testing approach
Another external penetration testing organisation
Protecting data at rest
Other
Other data at rest protection approach
Sensitive data is encrypted within the database and filesystem. 'Sensitive data' includes: - Any data submitted by a member of the public, including their personal details - The personal details of internal users of the system - IP addresses - API access credentials
Data sanitisation process
Yes
Data sanitisation type
Explicit overwriting of storage before reallocation
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
Through the service application interface.
Data export formats
  • CSV
  • Other
Other data export formats
XML
Data import formats
  • CSV
  • Other
Other data import formats
Case workflows and forms can be imported in JSON format.

Data-in-transit protection

Data protection between buyer and supplier networks
  • TLS (version 1.2 or above)
  • IPsec or TLS VPN gateway
  • Legacy SSL and TLS (under version 1.2)
Data protection within supplier network
  • TLS (version 1.2 or above)
  • IPsec or TLS VPN gateway
  • Legacy SSL and TLS (under version 1.2)
  • Other
Other protection within supplier network
Traffic between various network tiers is restricted with the use of both physical and local software firewalls.

Additionally where applicable TLS encryption (Version 1.2 or above) is utilised.

Data exchange within various internal networks may use a combination of IPSec VPNs, SSH, TLS or Encrypted RDP protocols.

Availability and resilience

Guaranteed availability
We guarantee 99.9% availability excluding planned maintenance. Our SLA is contained within our terms of service.
Approach to resilience
This information is available on request.
Outage reporting
Customers are notified by our support team in the event of an outage and we maintain a public status dashboard.

Identity and authentication

User authentication needed
Yes
User authentication
Username or password
Access restrictions in management interfaces and support channels
Users must create an account with their email address and a password with min 8 characters, at least 1 upper and lower case and one symbol.
Access restriction testing frequency
At least every 6 months
Management access authentication
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
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
Between 1 month and 6 months

Standards and certifications

ISO/IEC 27001 certification
Yes
Who accredited the ISO/IEC 27001
QMS International
ISO/IEC 27001 accreditation date
Original Approval: 07 November 2016 Current Certificate: 28 September 2020
What the ISO/IEC 27001 doesn’t cover
Hosting is covered by our infrastructure suppliers' ISO 27001 accreditation.
ISO 28000:2007 certification
No
CSA STAR certification
No
PCI certification
No
Cyber essentials
Yes
Cyber essentials plus
No
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
  • Other
Other security governance standards
ISO 9001:2015
Information security policies and processes
We follow a security policy approved and externally audited as part of our ISO27001 accreditation. A copy of the policy is available upon request.

Operational security

Configuration and change management standard
Supplier-defined controls
Configuration and change management approach
All configuration changes must be submitted to a review process. An audit trail of configuration changes is retained. Configuration changes are applied by an automated, tested process, never manually to eliminate human error.
Vulnerability management type
Supplier-defined controls
Vulnerability management approach
Our sysadmin team members are subscribed to various vulnerability publishing lists e.g. cve.mitre.org. Any published and relevant vulnerabilities affecting the application stack are carefully reviewed. If a vulnerability is discovered that affects any of the stack components and a vendor patch is available Jadu will attempt to contact the customer to establish a suitable time for updating the affected software. If customer data or reputation is at risk and the customer is unreachable within a reasonable time window we will apply the patch in an emergency immediately.
Protective monitoring type
Supplier-defined controls
Protective monitoring approach
Jadu uses internal and external monitoring systems to monitor server health in real time.
Incident management type
Supplier-defined controls
Incident management approach
An incident will be reported via portal or telephone, or identified by our service desk team. The service desk team will analyse the incident and gather as much information as possible from log files, investigations etc and will at the same time make senior management aware of the incident and escalate appropriately in accordance with our defined escalation procedures Following an incident, a report will be compiled and shared with the customer and any further actions clearly identified. All incidents are reviewed by Jadu’s security council quarterly and this process is subject to external audit via our ISO27001 accreditation.

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

Fighting climate change

Fighting climate change

At Brightly we have a team of training & content professionals who can create video content for your volunteer groups. Our unique set of skills and tools enable us to create quality content which can be used internally or externally for education or marketing purposes. We can create content to promote volunteer groups in your area to increase membership, promote events or the good work they are doing. Alternatively, we can create practical training content for volunteer groups which help with engagement or digitalisation. For each video we require a sponsor from the volunteer group who will provide content, vision and sign-off for the video. We would work with the sponsor to create a prototype for review, recording voice content, editing footage, sourcing music and images. We can adjust the content as per the feedback and help promote the release with support from our Marketing department if needed. An example of where we have done this previously is where we created a video montage of voices from survivors of gender-based abuse for the Violence Against Women and Girls group at LB Hammersmith and Fulham. The video was shown at the event ‘Ending VAWG - Survivors redesigning the future’ and had speakers such as The Domestic Abuse Commissioner for England and Wales, Nicole Jacobs and Ex Borough Commander in the MET police, Consultant and Survivor, Sally Benatar. Annabel Moores, VAWG Community lead worked with Brightly to produce the video and stated “Thank you for all your hard work on this. I love the new photos and footage.” Wendy Damon, Principal Services Consultant at Brightly said “The work was extremely humbling and outside our day-to-day line of business – it was an immensely proud moment to see the video ‘aired’ during this event”. Providing social value for all involved.
Covid-19 recovery

Covid-19 recovery

At Brightly we have a team of training & content professionals who can create video content for your volunteer groups. Our unique set of skills and tools enable us to create quality content which can be used internally or externally for education or marketing purposes. We can create content to promote volunteer groups in your area to increase membership, promote events or the good work they are doing. Alternatively, we can create practical training content for volunteer groups which help with engagement or digitalisation. For each video we require a sponsor from the volunteer group who will provide content, vision and sign-off for the video. We would work with the sponsor to create a prototype for review, recording voice content, editing footage, sourcing music and images. We can adjust the content as per the feedback and help promote the release with support from our Marketing department if needed. An example of where we have done this previously is where we created a video montage of voices from survivors of gender-based abuse for the Violence Against Women and Girls group at LB Hammersmith and Fulham. The video was shown at the event ‘Ending VAWG - Survivors redesigning the future’ and had speakers such as The Domestic Abuse Commissioner for England and Wales, Nicole Jacobs and Ex Borough Commander in the MET police, Consultant and Survivor, Sally Benatar. Annabel Moores, VAWG Community lead worked with Brightly to produce the video and stated “Thank you for all your hard work on this. I love the new photos and footage.” Wendy Damon, Principal Services Consultant at Brightly said “The work was extremely humbling and outside our day-to-day line of business – it was an immensely proud moment to see the video ‘aired’ during this event”. Providing social value for all involved.
Tackling economic inequality

Tackling economic inequality

At Brightly we have a team of training & content professionals who can create video content for your volunteer groups. Our unique set of skills and tools enable us to create quality content which can be used internally or externally for education or marketing purposes. We can create content to promote volunteer groups in your area to increase membership, promote events or the good work they are doing. Alternatively, we can create practical training content for volunteer groups which help with engagement or digitalisation. For each video we require a sponsor from the volunteer group who will provide content, vision and sign-off for the video. We would work with the sponsor to create a prototype for review, recording voice content, editing footage, sourcing music and images. We can adjust the content as per the feedback and help promote the release with support from our Marketing department if needed. An example of where we have done this previously is where we created a video montage of voices from survivors of gender-based abuse for the Violence Against Women and Girls group at LB Hammersmith and Fulham. The video was shown at the event ‘Ending VAWG - Survivors redesigning the future’ and had speakers such as The Domestic Abuse Commissioner for England and Wales, Nicole Jacobs and Ex Borough Commander in the MET police, Consultant and Survivor, Sally Benatar. Annabel Moores, VAWG Community lead worked with Brightly to produce the video and stated “Thank you for all your hard work on this. I love the new photos and footage.” Wendy Damon, Principal Services Consultant at Brightly said “The work was extremely humbling and outside our day-to-day line of business – it was an immensely proud moment to see the video ‘aired’ during this event”. Providing social value for all involved.
Equal opportunity

Equal opportunity

At Brightly we have a team of training & content professionals who can create video content for your volunteer groups. Our unique set of skills and tools enable us to create quality content which can be used internally or externally for education or marketing purposes. We can create content to promote volunteer groups in your area to increase membership, promote events or the good work they are doing. Alternatively, we can create practical training content for volunteer groups which help with engagement or digitalisation. For each video we require a sponsor from the volunteer group who will provide content, vision and sign-off for the video. We would work with the sponsor to create a prototype for review, recording voice content, editing footage, sourcing music and images. We can adjust the content as per the feedback and help promote the release with support from our Marketing department if needed. An example of where we have done this previously is where we created a video montage of voices from survivors of gender-based abuse for the Violence Against Women and Girls group at LB Hammersmith and Fulham. The video was shown at the event ‘Ending VAWG - Survivors redesigning the future’ and had speakers such as The Domestic Abuse Commissioner for England and Wales, Nicole Jacobs and Ex Borough Commander in the MET police, Consultant and Survivor, Sally Benatar. Annabel Moores, VAWG Community lead worked with Brightly to produce the video and stated “Thank you for all your hard work on this. I love the new photos and footage.” Wendy Damon, Principal Services Consultant at Brightly said “The work was extremely humbling and outside our day-to-day line of business – it was an immensely proud moment to see the video ‘aired’ during this event”. Providing social value for all involved.
Wellbeing

Wellbeing

At Brightly we have a team of training & content professionals who can create video content for your volunteer groups. Our unique set of skills and tools enable us to create quality content which can be used internally or externally for education or marketing purposes. We can create content to promote volunteer groups in your area to increase membership, promote events or the good work they are doing. Alternatively, we can create practical training content for volunteer groups which help with engagement or digitalisation. For each video we require a sponsor from the volunteer group who will provide content, vision and sign-off for the video. We would work with the sponsor to create a prototype for review, recording voice content, editing footage, sourcing music and images. We can adjust the content as per the feedback and help promote the release with support from our Marketing department if needed. An example of where we have done this previously is where we created a video montage of voices from survivors of gender-based abuse for the Violence Against Women and Girls group at LB Hammersmith and Fulham. The video was shown at the event ‘Ending VAWG - Survivors redesigning the future’ and had speakers such as The Domestic Abuse Commissioner for England and Wales, Nicole Jacobs and Ex Borough Commander in the MET police, Consultant and Survivor, Sally Benatar. Annabel Moores, VAWG Community lead worked with Brightly to produce the video and stated “Thank you for all your hard work on this. I love the new photos and footage.” Wendy Damon, Principal Services Consultant at Brightly said “The work was extremely humbling and outside our day-to-day line of business – it was an immensely proud moment to see the video ‘aired’ during this event”. Providing social value for all involved.

Pricing

Price
£5,100 an instance a month
Discount for educational organisations
No
Free trial available
No

Service documents

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 daniel.mills@brightlysoftware.com. Tell them what format you need. It will help if you say what assistive technology you use.