FLS - FastLeanSmart UK Ltd

FLS VISITOUR dynamic appointment scheduling and route optimisation software for field service

Real-time dynamic appointment scheduling and route optimisation software for field service and mobile workforce management. Schedule repairs, compliance, voids, survey, inspection, nursing and care operatives across housing, facilities, social and healthcare. Also mobile worker job management application and customer self-service arrival tracking. Integration to CRM, Housing and Repairs Management systems.

Features

• Real-time optimised appointment scheduling
• Dynamic in-day route optimisation
• Job Management / field service mobility
• Resource management
• Field service management
• Mobile Workforce Management
• Customer self-service appointment booking
• Customer self-service tracking arrival of operative
• Time-of day / traffic based road speeds for accuracy
• API integration to CRM, Housing Management and Housing Repairs systems

Benefits

• Reduce driving time and miles driven up to 52%
• Productivity increase for field workers up to 32%
• Improve adherence to Service Level Agreements (SLAs)
• Increase first time fix for repairs jobs
• Attend callouts/appointments sooner
• Improve customer satisfaction and other KPI's
• Reduction in back office / planning resources
• Dramatic reduction in costs

£39.23 a user a month

• 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 jeremy.squire@fastleansmart.com. Tell them what format you need. It will help if you say what assistive technology you use.

Framework

G-Cloud 13

Service ID

211760866811268

Contact

Jeremy Squire
07976105027
jeremy.squire@fastleansmart.com

Service scope

• Software add-on or extension: Yes, but can also be used as a standalone service
• What software services is the service an extension to: Our solution is designed to integration with CRM, SMS, ERP and other solutions, including Microsoft Dynamics CRM and SAP.
• Cloud deployment model: Private cloud
• Service constraints: Planned maintenance windows 2 hours per month
• System requirements: All required licences are supplied as part of the solution

User support

• Email or online ticketing support: Email or online ticketing
• Support response times: Response are dependent on the severity of the fault; Level 1 - respond in 2hrs and resolve in 4hrs; Level 2 - respond in 8 hrs resolve in 16 hours ; Level 3 - respond in 16 hours; All times are for standard support hours. Monday to Friday 9-5:30pm; Enhance support service can be requested for an additional cost.
• User can manage status and priority of support tickets: No
• Phone support: Yes
• Phone support availability: 24 hours, 7 days a week
• Web chat support: No
• Onsite support: Yes, at extra cost
• Support levels: We provide level 1,2,3 support included within costs. As standard this includes office hours SLA but can be extended to bespoke requirements. We provide a technical account manager.
• Support available to third parties: Yes

Onboarding and offboarding

• Getting started: Onsite or remote training is provided for the project team and key business users.; ; Online help is also available.
• Service documentation: Yes
• Documentation formats: HTML
• End-of-contract data extraction: Data can be exported from the system by FLS
• End-of-contract process: No specific costs although FLS services would be available on a T+M basis for consultancy as required.

Using the service

• Web browser interface: Yes
• Supported browsers:
  • Microsoft Edge
  • Firefox
  • Chrome
• Application to install: Yes
• Compatible operating systems: Windows
• Designed for use on mobile devices: Yes
• Differences between the mobile and desktop service: Mobile devices are used by the field force to access the work assigned to them and complete job information. (Optional)
• Service interface: No
• User support accessibility: None or don’t know
• API: Yes
• What users can and can't do using the API: Typical APIs available for ; - Call creation and updates; - Field worker creation and updates; - Work schedule management; - Break management; - Schedule synchronisation; - Tracking data; - plus many more
• API documentation: Yes
• API documentation formats:
  • HTML
  • PDF
• API sandbox or test environment: Yes
• Customisation available: Yes
• Description of customisation: Most elements can be customised by our development team on a "on request" basis.

Scaling

• Independence of resources: Each customer environment is independent to others.

Analytics

• Service usage metrics: No

Resellers

• Supplier type: Not a reseller

Staff security

• Staff security clearance: Other security clearance
• Government security clearance: Up to Developed Vetting (DV)

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: Managed by a third party
• Penetration testing frequency: At least every 6 months
• Penetration testing approach: Another external penetration testing organisation
• Protecting data at rest: Encryption of all physical media
• Data sanitisation process: No
• Equipment disposal approach: A third-party destruction service

Data importing and exporting

• Data export approach: Via our application or using web services.
• Data export formats:
  • CSV
  • Other
• Other data export formats: Excel
• Data import formats:
  • CSV
  • Other
• Other data import formats:
  • Web service
  • Excel

Data-in-transit protection

• Data protection between buyer and supplier networks: TLS (version 1.2 or above)
• Data protection within supplier network: TLS (version 1.2 or above)

Availability and resilience

• Guaranteed availability: The hosted server environment has a monthly service commitment from AWS for at least 99.99% availability, exluding planned maintenance windows.; FLS has guaranteed response times for level 1 incidents with service credits if we fail to meet this
• Approach to resilience: Utilise AWS services to provide failover points across multiple availability zones and are secured against DDoS attacks with AWS Shield Standard.; ; Regular emergency drills provide trained personnel to execute business continuity plans.
• Outage reporting: Outages for customers are reporting via email alerts from our service teams.

Identity and authentication

• User authentication needed: Yes
• User authentication: Username or password
• Access restrictions in management interfaces and support channels: Access to customer systems is set within the environment by approved users.
• Access restriction testing frequency: Less than once a year
• Management access authentication:
  • Dedicated link (for example VPN)
  • 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: Less than 1 month
• Access to supplier activity audit information: Users contact the support team to get audit information
• How long supplier audit data is stored for: Less than 1 month
• How long system logs are stored for: Less than 1 month

Standards and certifications

• ISO/IEC 27001 certification: Yes
• Who accredited the ISO/IEC 27001: QMS International
• ISO/IEC 27001 accreditation date: 20/04/2020
• What the ISO/IEC 27001 doesn’t cover: All parts are covered
• ISO 28000:2007 certification: No
• CSA STAR certification: No
• PCI certification: No
• Cyber essentials: No
• Cyber essentials plus: No
• Other security certifications: No

Security governance

• Named board-level person responsible for service security: Yes
• Security governance certified: No
• Security governance approach: Managed via Internal security policies
• Information security policies and processes: Information security managed via ISMS ISO27001:2013 with external audits

Operational security

• Configuration and change management standard: Supplier-defined controls
• Configuration and change management approach: Change management processes are defined within our ISO27001 polices.
• Vulnerability management type: Supplier-defined controls
• Vulnerability management approach: Regular reviews of the current security threats and where necessary changes to the software are developed.
• Protective monitoring type: Supplier-defined controls
• Protective monitoring approach: File integrity (host) and network intrusion detection (IDS) tools are implemented to facilitate timely detection, investigation through root cause analysis and incident response.; ; The security incident reporting process includes notifying the customer within 5 days of a known or suspected compromise of customer data.; ; We also have an incident reporting and management process that includes a process for reporting incidents to the customer. Incident response processes and activities involving the cloud service customers and are integrated with contingency and business continuity planning.
• Incident management type: Supplier-defined controls
• Incident management approach: Incidents are reporting to the service desk who manage the incident through to completion including the production of an incident report to the customer.

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

  FLS VISITOUR solutions will dramatically reduce the number of miles that your field engineers/resources travel in the completion of work. This not only saves time and cost in driving that can be used for other activities, it also cuts CO2 emissions from your fleet and typically customers achieve in the range 20-50% reduction.
• Equal opportunity:

  Equal opportunity

  We are committed to equality of opportunity and to providing a service and following practices which are free from unfair/unlawful discrimination. The aim of our policy is to ensure that no applicant/staff member receives less favourable treatment on the grounds of age/disability/gender reassignment/marriage and civil partnership/pregnancy or maternity/race/religion or belief/sex or sexual orientation, or is disadvantaged by conditions or requirements which cannot be shown to be relevant to performance. It seeks also to ensure that no person is victimised or subjected to any form of bullying or harassment. ; ; We value people as individuals with diverse opinions, cultures, lifestyles, and circumstances. All employees are covered by our policy and it applies to all areas of employment including recruitment/selection/training/deployment/career development and promotion. These areas are monitored to ensure that no unfair/unlawful discrimination, intentional, unintentional, direct, or indirect, overt, or latent exists. ; ; The Management Team has responsibility for implementing and monitoring the Equality and Diversity in Employment Policy and all personnel policies and procedures are administered to promoting equality of opportunity and eliminating unfair/unlawful discrimination. ; ; All employees, workers, or self-employed contractors will be treated fairly and with respect. Selection for employment, promotion, training, or any other benefit will be based on aptitude and ability. All employees will be helped/encouraged to develop their full potential and the talents and resources of the workforce will be fully utilised to maximise out efficiency. ; ; Equality of opportunity, valuing diversity and compliance with the law to the benefit of all individuals as it seeks to develop the skills and abilities of our teams. While responsibility of equal opportunity lies with managers, individuals at all levels have a responsibility to treat others with dignity and respect. The personal commitment of every employee to this policy and application of its principles are essential to eliminate discrimination and provide equality throughout.
• Wellbeing:

  Wellbeing

  At FLS we promote a culture of openness and staff involvement. We regularly run 2 day team meeting events throughout the year to bring the company together to promote our values; - Work/life balance - full lunch breaks, flexible working, etc...; - Communication - up and down, feedback/reviews; - Mental health awareness; Along with internal learning and development opportunities with their line manager.

Pricing

• Price: £39.23 a user a month
• Discount for educational organisations: No
• Free trial available: Yes
• Description of free trial: For suitable organisations, we will perform a scheduling test with your data to prove the benefit that would have been achieved in scheduling your historical jobs using FLS VISITOUR. If this proves suitable opportunity then we offer the option of a one month live trial configured for a fixed price.

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 jeremy.squire@fastleansmart.com. Tell them what format you need. It will help if you say what assistive technology you use.