OpenPlay

Flow - Leisure Management Software

A complete technology ecosystem delivering an unrivalled customer-first experience across sport, health, and leisure to mobilise active populations and encourage healthy lifestyles. Flow streamlines multi-site operations through its modular software solution with flexibility to customise user journeys to promote self-service whilst providing data and insight to deliver optimal business value.

Features

• AI powered CRM with a single customer view
• Memberships supporting bolt-ons and 'family' with eligibility and freezes
• Dynamic booking module for classes, camps, courses, courts/pitches
• Flexible pricing engine supporting pre-programmable bulk changes
• Online joining and sign-ups with customisable data collection
• Advanced payments solution supporting all the latest payment methods
• Tablet-based, concierge style reception module with inbuilt PoS
• Powerful report builder to export and schedule any required data
• API driven to integrate with your software ecosystem
• Physical activity reward platform with community portal

Benefits

• OpenPlay can be your technology solutions partner
• Improved digital customer experience – increased adoption
• Provide staff with insight to provide a customer centric experience
• Make data driven operational decisions for maximum efficiency
• Self serve approach sees up to 50% cost reduction
• 30% reduction in centre customer phone calls
• Boosted engagement leading to increased retention and length of stay
• Improved sales performance without increased marketing
• Join a community of forward thinking industry leaders

£600 a licence a month

• Education pricing available

Service documents

• Pricing document

  PDF

• Skills Framework for the Information Age rate card

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

Framework

G-Cloud 14

Service ID

229182005525533

Contact

Nikhil Obhrai
07846664609
nikhil@openplay.co.uk

Service scope

• Software add-on or extension: No
• Cloud deployment model: Public cloud
• Service constraints: Flow was the industry's first cloud based platform so it can be accessed anywhere at any time with no restrictions. Flow has a 99.97% uptime and any planned maintenance will be communicated well in advance and occur out of hours. OpenPlay work in continuous delivery to ensure there is no disruption to user connectivity during releases.
• System requirements:
  • Any modern browser
  • Static IP address
  • Good Internet connection
  • Windows 10 or above

User support

• Email or online ticketing support: Email or online ticketing
• Support response times: The support services provided by OpenPlay Client Support is based on 4 priority levels and response times are stated in our SLA. Each ticket will be assessed labelled with one of the following priorities: critical, high, medium and low. The initial response time service targets are as follows: within 30 minutes for critical cases, 1 hour for high, 2 hours for medium and 4 hours for low.
• 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: Web chat is provided through our 3rd party supplier Zendesk. https://www.zendesk.co.uk/company/agreements-and-terms/accessibility/
• Onsite support: Yes, at extra cost
• Support levels: In 2023, OpenPlay launched a new Client Success department to augment the support provided by our Customer Support Team.; ; Our Client Success team is dedicated to ensuring you derive maximum value from our products and services. We do this by understanding the inner workings of your operations and assisting you to achieve your goals and KPIs. Our services include advising on best practices, system optimisation and long-term success planning.; ; The primary objectives of our Client Success department are to:; ; - Consult with you on maximising Flow's utility in your business.; - Provide training and guidance; - Demonstrate new system features; - Solicit and discuss any system enhancements you'd like OpenPlay to consider for development.; - Host quarterly calls with your key stakeholders to understand any upcoming changes in your business; ; Our support team remains available to assist with technical issues, queries, and guidance on product usage. We're here to troubleshoot, handle bug reports, and address general inquiries to ensure a seamless experience with Flow.
• Support available to third parties: No

Onboarding and offboarding

• Getting started: We start with an initial kick off session where the onboarding team from OpenPlay work with the client team to collectively plan the project. We cover all keys areas such as data management, finance procedures, third party collaborations and training.; Our training is delivered remotely and will be recorded to allow the client to easily refer back as required. Each session in covers a different area of the system to allow the right people to attend the correct session. Links to our online Knowledge Base are shared with participants to give them further detailed information and a future resource for internal training.
• Service documentation: Yes
• Documentation formats:
  • PDF
  • Other
• Other documentation formats:
  • Word
  • Google docs
• End-of-contract data extraction: At the end of the contract we will work with the client to ensure their data is safely and securely exported for future use. Our export will be in a set format which will be documented and provided to the client in advance to along with sample data to allow them to begin the importing planning with their new provider.; Once we have received confirmation from the client that the data export have been reviewed and signed off internally we will view the data extract concluded. After a period of 4 weeks OpenPlay will begin the process or permanently deleting the clients data from all systems.; Should a client be moving to a new Flow instance then the same process will take place with one exception. The Flow instance where the data will be extracted will not have the data deleted but rather redacted. The redaction process is where all personal details are removed but the customers activity will remain for auditing purposes.
• End-of-contract process: Describe what’s included in the price of the contract and what’s an additional cost.; Upon the conclusion of the contract all access to the Flow system will be terminated. This will include all user and customer access as well as all backend and api access which may have been established throughout the duration of the contract.; All data will be extracted and supplied to the client to their chosen secure file destination. Depending on the clients Direct Debit setup a final file may be supplied along with the data to confirm that all Direct Debit mandates have also been cancelled.; This process is usually included as part of the contract cost unless the requirements of the off boarding of the client is deemed to be in excess our OpenPlay’s usual operating procedures.

Using the service

• Web browser interface: Yes
• Supported browsers:
  • Internet Explorer 11
  • Microsoft Edge
  • Firefox
  • Chrome
  • Safari
  • Opera
• Application to install: No
• Designed for use on mobile devices: Yes
• Differences between the mobile and desktop service: Every customer facing screen has been designed and built mobile-first so that each page is fully responsive and when accessed via a mobile browser will scale automatically to display in a native app-like experience. Flow's optional mobile app solution also adds further functionality around in app communication through push notifications, simpler checkout process through Apple/Google Pay and in built membership cards through NFC.
• Service interface: No
• User support accessibility: WCAG 2.1 A
• API: Yes
• What users can and can't do using the API: OpenPlay has developed a brand new OpenAPI compatible RESTful API. We use OAuth 2.0 for authentication making it secure and flexible. Full Swagger compatible documentation is available.; Our API supports searching, booking and managing activities. It is scalable and secure and allows our clients to customise how they use Flow.
• API documentation: Yes
• API documentation formats: Open API (also known as Swagger)
• API sandbox or test environment: Yes
• Customisation available: Yes
• Description of customisation: Flow is a completely white labelled solution which allows for deep customisation by the client and all within the admin panel (as long as the user has the relevant level of access):; - Branding; - Communication; - Data capture; - Reception screen; - Bookings (flow and naming)

Scaling

• Independence of resources: Flow has been tested beyond any possible user load required and stands up to any peak demand. OpenPlay employ use auto-scaling using Amazon EKS which is a managed Kubernetes service and increases servers capacity with demand.

Analytics

• Service usage metrics: Yes
• Metrics types: Status page which display uptime and provides information on any downtime
• Reporting types:
  • Real-time dashboards
  • Reports on request

Resellers

• Supplier type: Not a reseller

Staff security

• Staff security clearance: Other security clearance
• Government security clearance: None

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 3.0)
• Penetration testing frequency: At least once a year
• Penetration testing approach: ‘IT Health Check’ performed by a Tigerscheme qualified provider or a CREST-approved service provider
• Protecting data at rest:
  • Physical access control, complying with CSA CCM v3.0
  • Physical access control, complying with SSAE-16 / ISAE 3402
  • Encryption of all physical media
• Data sanitisation process: Yes
• Data sanitisation type: Deleted data can’t be directly accessed
• Equipment disposal approach: A third-party destruction service

Data importing and exporting

• Data export approach: Flow has a self serve reporting module where users with the relevant permissions can export any data from the system without assistance into .csv .html .pdf or .xls formats. For further one-off access directly to the database, the OpenPlay technical team can support in pulling out data on behalf of the client.
• Data export formats:
  • CSV
  • ODF
  • Other
• Other data export formats:
  • Xlsx
  • Html
• Data import formats: CSV

Data-in-transit protection

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

Availability and resilience

• Guaranteed availability: Amazon RDS instead of Azure SQL
• Approach to resilience: Google from AWS
• Outage reporting: New status page dashboard

Identity and authentication

• User authentication needed: Yes
• User authentication:
  • Public key authentication (including by TLS client certificate)
  • Identity federation with existing provider (for example Google Apps)
  • Username or password
• Access restrictions in management interfaces and support channels: The OpenPlay solution can only be accessed by authorised users. This is achieved using multiple authentications methods: IP whitelisting, Active Directory log in and username and password.
• Access restriction testing frequency: At least every 6 months
• Management access authentication:
  • Public key authentication (including by TLS client certificate)
  • Identity federation with existing provider (for example Google Apps)
  • 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: User-defined
• Access to supplier activity audit information: Users contact the support team to get audit information
• How long supplier audit data is stored for: User-defined
• How long system logs are stored for: User-defined

Standards and certifications

• ISO/IEC 27001 certification: Yes
• Who accredited the ISO/IEC 27001: British Assessment Bureau
• ISO/IEC 27001 accreditation date: 21/09/2023
• What the ISO/IEC 27001 doesn’t cover: All of the controls within ISO 27001 apply.
• 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: Yes
• Security governance certified: Yes
• Security governance standards:
  • ISO/IEC 27001
  • Other
• Other security governance standards: Cyber Essentials Plus
• Information security policies and processes: OpenPlay is dedicated to safeguarding the confidentiality, integrity, and availability of all information assets to maintain its reputation and comply with legal and regulatory standards. Operating within the ISO27001 and ISO9001 framework, OpenPlay's Information Security Management System (ISMS), powered through MyActiv, ensures compliance and addresses non-compliance issues through a dedicated ISMS Manager. This commitment applies universally across OpenPlay's operations, covering all equipment and considering both internal and external factors.

Operational security

• Configuration and change management standard: Supplier-defined controls
• Configuration and change management approach: Task request process
• Vulnerability management type: Supplier-defined controls
• Vulnerability management approach: Annual Pen test is carried out by an independent accredited 3rd party on all external web apps, and internal apps. The reports are available.
• Protective monitoring type: Supplier-defined controls
• Protective monitoring approach: OpenPlay use a combination of CloudWatch and DataDog for both monitoring and alerting
• Incident management type: Supplier-defined controls
• Incident management approach: Security incidents are reported to our security officer and then actioned in accordance with our ISO27001 process and Data protection legislation.

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

• Social Value:

  Social Value

  • Fighting climate change
  • Tackling economic inequality
  • Equal opportunity
  • Wellbeing

  Fighting climate change

  OpenPlay is diligently working towards reducing its carbon footprint and enhancing its energy efficiency. We are committed to our environmental, social, and corporate governance (ESG) obligations, including our supply chain sustainability. Our aim is to reduce our Scope 1 & Scope 2 emissions to net zero by 2030. Our AWS infrastructure, a leading provider of sustainable data centres, helps us minimise energy consumption. In the UK, the OpenPlay team operates in a hybrid manner to decrease the need for office space and related energy consumption. Additionally, we adhere to green software development practices, integrating sustainability considerations into our software development lifecycle.

  Tackling economic inequality

  Our vision is to create technology for a healthier world. We work in collaboration with our clients, including the UK’s largest social enterprise to tackle both health and economic inequalities, advancing social cohesion and mobility. To promote healthy and active lives, giving communities access to facilities that help improve their health and happiness through participation in activity. Our technology is proven to dramatically reduce the operational costs of our clients, allowing them to focus resources on providing the highest quality experiences and the most affordable membership cost, to minimise the cost barriers to accessing activity. Our ecosystem solutions allows client to democratise access to digital health engagement and provide rewards and benefits direct to community.

  Equal opportunity

  OpenPlay, as a pioneering organisation, remains thoroughly dedicated to upholding the principles of equality across all employment-related practices, policies, and procedures. We believe in pay equity and that everyone should be given an equal chance to showcase their skills and contribute to our organisation's success. To this end, we strive, within the confines of the law, to create and foster an environment that is progressive, fair and inclusive. We are committed, to increasing the diversity of our workforce that is a true representation of all talents, backgrounds, and perspectives. We believe that this diversity fuels innovation, fosters creativity, and propels us towards achieving our goals.

  Wellbeing

  At OpenPlay we are commitment through our PACT with our employees to ensuring we create an environment were all can be their true self and thrive. Our team are empowered and trusted, we invest in providing access to mental and physical support, but also actively encourage living an active life to improve wellbeing. Our solution and partnership approach allows our clients to deliver wide-ranging positive health outcomes to the communities in which they operate, by removing barriers to engagement. We passionately believe in the transformation potential of sport, physical activity and exercise to improve both individual and social wellbeing, which our solution can aid to evidence through our ability to capture and visualise data at scale. We work in collaboration with leaders in industry, UKActive members and global researchers to leverage and accelerate the development potential of data science and AI learning models to proactively personalised interventions and recommendations to improve the impact of both health prevention and health promotion. We believe that our health technology, and our clients facilities and services can deliver positive wellbeing and ultimately a healthier world.

Pricing

• Price: £600 a licence a month
• Discount for educational organisations: Yes
• Free trial available: No

Service documents

• Pricing document

  PDF

• Skills Framework for the Information Age rate card

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