IIZUKA SOFTWARE TECHNOLOGIES LIMITED

Case Manager for Government, local government, legal and regulatory teams

Enterprise ready case management system with web based case management,
device agnostic access, to capture client case interaction, manage client case interaction, and track client case interaction with secure central tracking, secure access, and authorised user access for case lifecycle management, case document management and version control.

Features

• Secure web based case management, secure case management system.
• Management information reporting and management information dashboard, case management reporting
• Microsoft 365 integration, Google workspace integration, and Public API integration
• Mobile access compatibility, remote access compatibility, and device agnostic compatibility
• Third-party document bundling, third-party time recording, case management time tracking
• Flexible workflow system with status management, workflow triggers, workflow alerts
• In house configuration with no extra development costs
• Casework tools, casework notes, casework tasks, and casework assignment
• Secure system access audit, with system interactions audit
• Automated email communications, automated sms communications, and calendar integration

Benefits

• Sensitive casework management, long-term case management and complex case management
• Statutory casework requirements compliance and casework GDPR compliance
• Casework information visibility through user configurable dashboards
• Secure casework management, with secure casework data, protected casework data
• Existing business processes integration, and existing workflows integration
• Increase administration efficiency, reduce administration overhead, administration cost reduction
• Secure third party data sharing, and secure data sharing
• Business analysis support and system configuration support
• Case manager implementation support, and case manager training support
• Remote case management, with secure device agnostic remote access.

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

Framework

G-Cloud 15

Service ID

211087919607042

Contact

Kiran Johal
0121 2122030
info@iizuka.co.uk

About your service

• Service categories:

  Applications

  Production and 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
  • Hybrid cloud
• Service constraints: IIZUKA will use commercially reasonable endeavours to make Case Manager available for the core business hours of 9am - 5pm (or whatever core business hours have been contracted).; IIZUKA will endeavour to ensure that planned maintenance is undertaken within a core maintenance window agreed with the customer beforehand and that any unscheduled maintenance is performed outside of the agreed core business hours.; New software updates will be agreed with the client beforehand and normally undertaken outside of core business hours, provided the customer is able to accommodate and undertake any duties required of them (if any).
• System requirements: Access to a standard web browser

User support

• Email or online ticketing support: Yes
• Support response times: Within 30 minutes during normal working hours, Monday to Friday, 9am to 5pm. Cover for severity one issues is also included 24/7/365.
• 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: Customer support is included in the subscription fee. This covers the usage of the system and all matters relating to its availability. Support is provided via telephone and email between 9am and 5pm, Monday to Friday, excluding English public holidays. Cover for all Severity level 1 incidents is included in the standard support service 24/7/365. Our support service is designed to be fast and responsive and has a maximum target response time of one second for all page load times. Availability of the service is targeted to exceed 99%. Technical Account Managers and cloud support engineers are provided, numbers depend on the size of the project. For customers with requirements outside of these hours, extra support for severity one issues can be negotiated at extra cost as per the day rates set out in the pricing document.
• Support available to third parties: Yes

Onboarding and offboarding

• Getting started: IIZUKA Case Manager is provided with full on-boarding and off-boarding services in accordance with ITIL best practice. ; The processes cover service initiation/transition through to end-of-life and include:; -Establishing/releasing relationships with key stakeholders.; -Managing the handover of documentation, source code and other existing materials to and from appropriate parties.; -Extracting and handing over data, business processes and information (both current and historic), creating, importing and exporting appropriate processes.; -Verifying the operation of the build.; -Agreeing management processes and procedures with stakeholders; -Verifying that the agreed arrangements are functioning before service start/exit.; -Assistance with data migration/cleansing if required. Depending on the requirements, this may incur extra cost, charged at our consultancy rate, see the separate pricing document for details. ; We adopt a 'train the trainer' approach, training a number of super users in the system either onsite, at our offices or online. We also support customers in developing their own user documentation, so that Case Manager fully reflects their internal processes and language. This is provided as part of the subscription fee. Extra training, for example onsite training for all users, can be provided at extra cost based on the rates set out in the pricing document.
• Service documentation: Yes
• Documentation formats:
  • HTML
  • ODF
  • PDF
• End-of-contract data extraction: When a customer elects to stop using the service IIZUKA will provide an export of all records in CSV format, with indexed zip files containing all attachment files. After confirmation of receipt of the data, IIZUKA will delete all copies of the data that it holds. The service provides mechanisms for the extraction of any data from the system in text, XML, HTML and CSV formats. Customers can use this functionality while the service is in use to extract any data they require.
• End-of-contract process: IIZUKA Case Manager is provided with full on-boarding and off-boarding services in accordance with ITIL best practice. ; -The processes cover service initiation/transition through to end-of-life and include:; -Establishing/releasing relationships with key stakeholders.; Managing the handover of documentation, source code and other existing materials to and from appropriate parties.; -Extracting and handing over data, business processes and information (both current and historic), creating, importing and exporting appropriate processes.; -Verifying the operation of the build.; -Agreeing management processes and procedures with stakeholders.; -Verifying that the agreed arrangements are functioning before service start/exit.; -Assistance with data migration/cleansing if required. Depending on the requirements, this may incur extra cost, charged at our consultancy rate, see the separate pricing document for details. ; We adopt a 'train the trainer' approach, training a number of super users in the system either onsite, at our offices or online. We also support customers in developing their own user documentation, so that Case Manager fully reflects their internal processes and language. This is provided as part of the subscription fee. Extra training, for example onsite training for all users, can be provided at extra cost (pricing document)
• Documentation accessibility standard: WCAG 2.2 AAA

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: The mobile service is responsive, so automatically resizes and changes its behaviour to suit mobile device screen sizes and touch screen capability. The service also offers offline sync for some record types through the browser on both desktop and mobile devices, but this is primarily aimed at mobile device users
• Service interface: Yes
• User support accessibility: WCAG 2.2 AAA
• Description of service interface: Users interact with our service through their web browser, utilising their preference of combinations of mouse, keyboard, touch screen and assistive technologies. Users use the service interface to perform case management functions, including receiving referrals, creating, updating and deleting cases and progressing them through workflow. The interface includes productivity management tools, such as dashboards, task lists, Image capture, notifications and reminders and allows users to do their own work, make assignments to other users and other functions as required in a multi-user, multi-team and multi-organisation case management environment
• Accessibility standards: WCAG 2.2 AAA
• Accessibility testing: Our customers have nominated individuals who are users of assistive technology to utilise our service in a test environment and provide direct feedback to us on how the service performed and how intuitive its operation was when utilising the relevant assistive technology. Feedback is passed directly into our product development pipeline and incorporated into the application as part of our continuous improvement programme. We have also engaged with the suppliers of assistive technologies who have reviewed our service and to check for elements that are incompatible or not optimal when used with their technologies.
• API: Yes
• What users can and can't do using the API: Our service user interface interacts with our service through its API, so all users are effectively using the API as part of their regular operation of the service, however authorised users and/or systems can operate the API directly to achieve automation or integration. Once issued with authorised credentials, users are able to interact with the service API through JSON over HTTPS. API functions allow retrieval of records at different level of details and the invocation of operations to perform any service function. Operations including creating, updating and successful operation invocations result in the generation of an event which is held in the system audit, supplied to integrated event subscribers and returned to the calling API client to indicate the outcome of their operation. Fine grained permissions, that are controlled by service administrators, control which users can operate which API functions. Users can drive any function of the service that they have authorisation for, including administrative functions which allow them to alter the configuration of their Case Manager system in ways such as altering workflows, defining custom fields and defining types of cases
• API documentation: Yes
• API documentation formats: Open API (also known as Swagger)
• API sandbox or test environment: Yes
• Customisation available: Yes
• Description of customisation: Our Case Manager service is a platform on which any type of case management can be performed. It is configured for or by each customer to match their own case management processes and ways of working. This includes defining types of cases, the workflow through which they operate, the fields that are used on the different types of records, the types of actions performed during case work, the structures of any assessments used and the ways that different types of records can be linked together. Customisation is done through the system administration area through straightforward screens and data entry forms that do not require technical skill or coding.; Any authorised administrator can make configuration changes and this may be the customer themselves or our service desk operating on their behalf. Fine grained permissions govern which users can make which administration functions

Scaling

• Independence of resources: The Case Manager service operates within cloud hosted infrastructure that is scalable on demand and constantly monitored. Load balancing is used to distribute load so that individual users aren't affected by the operations of other service users. High volume operations, such as large data imports are balanced and prioritised through scheduling queues which ensure that bottlenecks don't arise and that long running operations triggered by one user don't prevent the performance of other operations

Analytics

• Service usage metrics: Yes
• Metrics types: The service provides authorised administrators with digests of their users' login and logout activities and access to the system audit logs which detail all user and system activities, with options for filtering. Service level metrics such as availability and system performance are recorded by our infrastructure team and are available to our customers on request. Within the system, dashboards and reports allow configurable outputs of any system data and metrics, subject to relevant access privileges
• Reporting types:
  • Real-time dashboards
  • 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: No
• Datacentre security standards: Complies with a recognised standard (for example CSA CCM version 4.0)
• 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 SSAE-18 / ISAE 3402
  • 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
  • Explicit overwriting of storage before reallocation / Secure Erase

Data importing and exporting

• Data export approach: The service provides mechanisms for the extraction of any data from the system in text, XML, HTML and CSV formats. Customers can use this functionality while the service is in use to extract any data they require.
• Data export formats:
  • CSV
  • ODF
  • Other
• Other data export formats:
  • XML
  • HTML
  • Text
  • CSV
  • JSON
• Data import formats:
  • CSV
  • ODF

Data-in-transit protection

• Data protection between buyer and supplier networks:
  • TLS (version 1.2 or above)
  • Legacy SSL and TLS (under version 1.2)
• Data protection within supplier network:
  • TLS (version 1.2 or above)
  • IPsec or TLS VPN gateway

Availability and resilience

• Guaranteed availability: SLA target is 99.5% availability. If IIZUKA fails to meet the guarantee stated in the SLA, you are entitled to a credit in the amount of five per cent (5%) of your monthly recurring fee per half hour of downtime (after the initial four (4) hours of SLA downtime) for the affected service, up to one hundred per cent (100%) of the monthly recurring fee for the service for any calendar month.
• Approach to resilience: Available on request.
• Outage reporting: Email alerts to customers.

Identity and authentication

• User authentication needed: Yes
• User authentication:
  • Multi-Factor Authentication (MFA)
  • Identity federation with existing provider (for example Google Apps)
  • Username or password
• Access restrictions in management interfaces and support channels: Management and support access is via a private, segregated network restricted to only IIZUKA support personnel via network traffic filtering and VPNs, and physical and logical access control distinct from any application credentials
• Access restriction testing frequency: At least once a year
• Management access authentication:
  • Multi-Factor Authentication (MFA)
  • Identity federation with existing provider (for example Google Apps)
  • 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 receive audit information on a regular basis
• How long supplier audit data is stored for: At least 12 months
• 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: IIZUKA is ISO 9001, ISO 27001 and Cyber Essentials Plus accredited. Our information security management system is based on ISO 27001:2013 and operates all the processes required to identify the information we need to protect and how we must protect it. The ISMS is subject to continuous, systematic review and improvement. The company meets all regulatory and contractual requirements for Information Security. Information is only accessible to authorised persons on a need-to-know basis. Business continuity plans are established, maintained, and tested. All personnel are trained on information security and are informed that compliance with the policy is mandatory. All breaches of information security and suspected weaknesses are reported and investigated. A current version of this document is available to all members of staff on the company intranet. It does not contain confidential information and can be released to relevant external parties.
• Software Security Code of Practice: Yes

Operational security

• Configuration and change management standard: Supplier-defined controls
• Configuration and change management approach: A Product Development and Change Control Process is used to manage the investigation, planning and delivery of new features, developments and enhancement of Case Manager. The stages of the product development are: Identified, Analysis, Approval, To Do, In Progress, Review, Pending, Deployment, Closed. All product developments are assessed for impact and risk, including any changes that may affect security and/or personal data held in the operational Case Manager systems. A product development must be specified and then approved through the Change Advisory Board (CAB) before it can move into full development.
• Vulnerability management type: Supplier-defined controls
• Vulnerability management approach: All IIZUKA’s information systems are within the scope of this vulnerability management process. Responsibilities: The Infrastructure Manager is responsible for monitoring vulnerabilities and vendors’ releases of patches and fixes and installing operational software updates, patches and fixes on the operational systems. Procedure: All software is kept up to date with the latest security fixes made available by the software vendors. Identified vulnerabilities for organisational assets are prioritised. High value or high risk systems are treated ahead of other systems. Appropriate patches will be evaluated, tested. Notifications about vulnerabilities and available patches for each information asset are monitored.
• Protective monitoring type: Supplier-defined controls
• Protective monitoring approach: IIZUKA employs industry standard techniques for detection and prevention of malicious activity including network traffic filtering, network and host-based intrusion detection, web application firewalls and centralised log collection and analysis. Monitoring events are logged and escalated through our established ISO27001 incident management process allowing analysis and mitigation within hours of detection.
• Incident management type: Supplier-defined controls
• Incident management approach: Management responsibilities and procedures have been established in the Security Incident Response Process to ensure quick and effective response. Reporting: Information security events must be reported to the Infrastructure Manager as quickly as possible as set out in our ISO:27001 policy. Assessment: Information security events are assessed. Response: There's an established procedure for responding to information security incidents in the Security Incident Response Process. Learning: The Infrastructure Manager uses the information gained from analysing and resolving information security incidents to reduce the likelihood of incidents. Evidence is collected and presented as set out in ISMS DOC 13.4 Collection of Evidence.
• Post-quantum cryptography secure: Yes

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: No

Pricing

• Discount for educational organisations: No
• Free trial available: No

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

• Less than £250,000: 5%
• Between £250,000 and £500,000: 15%
• Between £500,001 and £1,000,000: 30%
• Between £1,000,001 and £2,500,000: 40%
• Between £2,500,001 and £5,000,000: 50%
• Over £5,000,001: 60%

Non-mandatory Standards and certifications

• ISO/IEC 27001 certification: Yes
• Who accredited the ISO/IEC 27001: Alcumus ISOQAR
• ISO/IEC 27001 accreditation date: Tuesday 28 October 2025
• What the ISO/IEC 27001 doesn’t cover: All covered
• ISO 28000:2022 certification: No
• ISO 9001 certification: Yes
• Who accredited the ISO 9001 certification: Alcumus ISOQAR
• ISO 9001 accreditation date: Tuesday 28 October 2025
• What the ISO 9001 doesn’t cover: All covered
• Quality management systems (QMS): Yes
• CSA STAR certification: No
• PCI certification: No
• Cyber essentials: Yes
• Please provide your Cyber Essentials Certificate Number: 04ee9db4-a3e6-40ce-8aa2-4a2ab53e1e44
• Cyber essentials plus: Yes
• Please provide your Cyber Essentials Plus Certificate Number: 966c94bd-9d33-4222-baec-265ebf48f235
• 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

    • 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
    • Activities that support an environment where staff are educated about, and feel empowered to, address their physical wellbeing
    • Payment of more than the National Minimum Wage or National Living Wage (as appropriate) to the contract workforce

  • 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.

    • 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

  • 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

    • 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
    • Working conditions which promote an inclusive working environment and promote retention and progression

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