Empowering Communities

Multi-Agency Anti-Social Behaviour Reporting and Case Management System

Encrypted public facing ASB Reporting and Case Review Forms and Reporting Module that integrates with the ECINS ASB and Community Safety Multi-Agency Case Management System. Includes electronic ASB diary sheets and option to integrate with the ECINS Victim Module. Used for over 80 community safety areas of business.

Features

• ASB Reporting and case review public facing customisable forms
• Electronic risk assessments record risk levels to drive prioritised workflows
• Automated notifications alert users, trigger actions, and support timely responses
• Geospatial mapping visualises patterns, hotspots supporting targeted problem-solving decisions
• Standardised reporting with role-based access ensures secure multi-agency data governance
• Multi-agency search function with granular access permissions and shared visibility
• Configurable risk assessments trigger prioritisation, alerts, and automated support plans
• Full user audit trails with custom automatic review and deletion
• Real-time tasking sends reminders and tracks progress plus document upload
• Multi-agency profiles of people, premises, locations, vehicles and multi-agency meetings

Benefits

• Multi-agency information sharing, task management and alerts reducing administration time
• Improved data capture, data quality with standardised workflows and forms
• Automated processes with shared risk assessments, case notes and documents
• Automated report scheduling with Power BI business intelligence system integration
• Real time, mobile friendly, agile Anti-Social Behaviour case management
• Enhanced victim support and early intervention with GDPR compliance
• One centralised system saving time, money and speeding up processes
• ECINS ASB case management enables coordinated action is taken faster
• ISO27001 accredited data processing, all-inclusive support and no user licences
• Holistic view of victims and vulnerable persons with complex needs

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 support@ecins.com. Tell them what format you need. It will help if you say what assistive technology you use.

Framework

G-Cloud 15

Service ID

230642078121636

Contact

Gary Pettengell
01493 858768
support@ecins.com

About your service

• Service categories:

  Applications

  Collaborative

  • Enterprise community
  • Team collaboration
• Multi cloud support: Yes

Service scope

• Software add-on or extension: No
• Cloud deployment model: Public cloud
• Service constraints: ECINS is an off-the-shelf, fully hosted SaaS solution and is subject to standard service constraints. Planned maintenance is scheduled to minimise disruption and is communicated in advance to nominated customer contacts; where possible, maintenance is carried out outside normal business hours. Emergency maintenance may be undertaken at short notice where required for security or service stability. The service is accessed via supported web browsers and does not require specialist hardware or customer-managed infrastructure. Performance-intensive activities, such as large data exports, may be scheduled to protect overall service performance. Configuration is provided through standard platform features rather than bespoke development.
• System requirements: Users require a stable internet connection and a modern browser

User support

• Email or online ticketing support: Yes
• Support response times: Help desk service 8am–5pm Monday–Friday (excluding public holidays).; 24/7 ticketing service with out-of-hours & weekend monitoring.
• User can manage status and priority of support tickets: Yes
• Online ticketing support accessibility: WCAG 2.2 AA
• Phone support: Yes
• Phone support availability: 9 to 5 (UK time), Monday to Friday
• Web chat support: No
• Onsite support: No
• Support levels: Support is included as part of the annual subscription and includes:; Help desk service 8am–5pm Monday–Friday (excluding public holidays),; 24/7 ticketing service with out-of-hours monitoring,; Online resources, user guides, webinars and training,; Named technical Account Manager and a named Customer Success Manager
• Support available to third parties: Yes

Onboarding and offboarding

• Getting started: ECINS helps users get started through a structured onboarding process. We run implementation workshops to confirm workflows, roles, permissions, and reporting requirements, then configure the platform to match the customer’s operating model (teams, forms, case types, templates, alerts, and automations). We support data migration where required, including data cleansing guidance and validation. Training is provided for end users and system administrators (including train-the-trainer where appropriate), supported by user guides and ongoing access to a dedicated customer success manager. After go-live, we provide hypercare, adoption check-ins, and 24/7 email support to ensure confident day-to-day use.
• Service documentation: Yes
• Documentation formats:
  • HTML
  • PDF
• End-of-contract data extraction: At end of contract, ECINS provides a standard data extraction in a fixed format. Customers receive one CSV file per database table containing their tenant’s data exactly as stored in ECINS, with no additional transformations and no lookup/reference tables. Any associated documents are provided as the original files exported from storage, with identifiers linking them to the relevant records. The extract is delivered via a secure transfer method and the activity is logged for auditability. Any requests for additional formatting, mapping, or data transformation are treated as out-of-scope professional services.
• End-of-contract process: Refer to pricing document. At an additional cost, ECINS supports an orderly exit at contract end. The service is designed to enable Buyers to retrieve their data in a commonly used and machine-readable format. ; ; On request, ECINS will provide a complete export of Buyer data held within the service in a structured, non-proprietary format suitable for onward migration. As standard, data is supplied as CSV files (one per database table), UTF-8 encoded, with column headers included, properly delimited fields, no truncation of text fields, and date/time values provided in native database format (Unix timestamps). Any further transformation or reformatting is the responsibility of the Buyer or their incoming provider. ; ; Documents and file attachments are made available via secure file transfer (SFTP) in their original stored format, together with the metadata required to associate each document with the relevant record. ; ; Once an export request is agreed, data extraction is typically completed within ten (10) working days. ECINS will provide reasonable support during the exit period, in accordance with the Call-Off Contract, to agree scope, timing and secure transfer arrangements. Following completion and Buyer confirmation, data will be securely deleted in line with agreed retention requirements and legal obligations.
• Documentation accessibility standard: WCAG 2.2 AA

Using the service

• Web browser interface: Yes
• Supported browsers:
  • Microsoft Edge
  • Firefox
  • Chrome
  • Safari
  • Opera
  • Other
• Application to install: No
• Designed for use on mobile devices: Yes
• Differences between the mobile and desktop service: ECINS provides the same core functionality on mobile and desktop via a responsive, browser-based interface. The mobile experience is optimised for smaller screens through simplified navigation, stacked layouts, touch-friendly controls, and prioritised key actions (e.g., searching, viewing records, adding notes/actions, and uploading documents). Desktop views provide more screen real estate for multi-panel workflows, wider tables, and concurrent data review. There is no separate mobile application by default; users access ECINS through their mobile browser with the interface adapting to device size and input method.
• Service interface: Yes
• User support accessibility: WCAG 2.2 AA
• Description of service interface: ECINS provides a secure, browser-based, role-based service interface for multi-agency case management. Users access configurable dashboards and menus to manage referrals, cases, actions/tasks, case notes, documents, alerts, and assessments within structured workflows tailored to each organisation and team. The interface supports search and filtering across key records, configurable forms and templates, controlled permissions, and auditability of activity. Reporting and exports can be scheduled, and data can be presented for downstream BI tools via client-specific datasets, enabling operational oversight and compliance without manual data collation.
• Accessibility standards: WCAG 2.2 AA
• Accessibility testing: ECINS validates accessibility through ongoing interface testing using assistive-technology focused tooling and engineering controls. All engineers use Silktide to test accessibility issues (e.g., contrast, headings/labels, keyboard navigation, ARIA usage, and form errors) as part of feature development and regression checks. Features are developed to WCAG 2.2 AAA principles where practicable; however, ECINS targets WCAG 2.2 AA compliance across the platform overall to accommodate variance between testing tools, browsers, and assistive technologies. Accessibility findings are logged, prioritised, and remediated through our standard defect and change management processes.
• API: Yes
• What users can and can't do using the API: ECINS APIs enable authorised customer systems to integrate with ECINS for defined use cases. Depending on the agreed integration, users can send and receive data between ECINS and external applications and create/update records in ECINS (e.g., referrals, cases, tasks/actions, notes, and related entities) as per the integration contract. APIs are secured and permissioned in line with the customer’s tenancy and role model.; ; Users cannot use the API for unrestricted access across all data or administrative configuration. API capabilities are purpose-built per use case, limited to the required endpoints and data fields, and subject to validation, auditing, and throttling controls.
• API documentation: Yes
• API documentation formats: Open API (also known as Swagger)
• API sandbox or test environment: Yes
• Customisation available: Yes
• Description of customisation: Users can customise ECINS primarily through configuration rather than code changes. Authorised administrators can tailor: team and organisational structures; roles and permissions; custom case/referral workflows; forms and field sets; case note types and templates; risk assessments; alerts and automated tasking based on triggers; dashboards and report/export field selections; and notification rules. ECINS also supports customer-specific exports and, where required, a dedicated reporting dataset aligned to the customer’s schema for BI tools. Deeper changes (e.g., new workflow components, integrations, or bespoke reporting transformations) can be delivered as managed configuration or professional services under change control.

Scaling

• Independence of resources: ECINS protects customers from “noisy neighbour” effects through logical tenancy separation and capacity controls. Access and data are segregated by organisation and team, and workloads are monitored to detect abnormal demand. We apply resource limits and throttling where appropriate (e.g., for intensive reporting/exports) and schedule heavy jobs to minimise contention. Capacity is actively managed using performance and utilisation monitoring, with scaling and optimisation performed as demand grows. Where customers require stronger isolation, ECINS can provide dedicated environments and client-specific reporting datasets to ensure predictable performance and throughput.

Analytics

• Service usage metrics: Yes
• Metrics types: ECINS provides operational and service management metrics including: service availability/uptime; response times and latency; error rates and failed transaction rates; throughput (API/application requests); background job health (exports, integrations, scheduled reports); infrastructure utilisation (CPU, memory, storage, database performance) for capacity planning; backup execution status and restore validation evidence; protective monitoring indicators (authentication failures, privileged actions, anomalous access patterns); and support metrics such as ticket volumes, severity mix, response and resolution times, and recurring problem trends. Metrics are used for SLA reporting, incident triage, continuous improvement, and customer service reviews.
• Reporting types:
  • API access
  • Real-time dashboards
  • Regular reports
  • Reports on request
• Resource tagging: Yes
• FOCUS resource tagging: No

Resellers

• Supplier type: Reseller providing extra support
• Organisation whose services are being resold: Empowering Technologies Ltd

Staff security

• Staff security clearance: Conforms to BS7858:2019
• Government security clearance: 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: Complies with a recognised standard (for example CSA CCM version 4.0)
• Penetration testing frequency: At least once a year
• Penetration testing approach: NCSC approved service provider
• Protecting data at rest:
  • Physical access control, complying with CSA CCM v4.0
  • Physical access control, complying with SSAE-18 / ISAE 3402
• 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
  • Data Erasure
  • Explicit overwriting of storage before reallocation / Secure Erase

Data importing and exporting

• Data export approach: Users export data from ECINS in three ways:; ; Self-service exports: Authorised users run on-demand exports from within the application, selecting relevant records/fields, and downloading results in standard formats (e.g., CSV) for local analysis/sharing.; ; Scheduled exports: The Export Scheduler automates recurring exports at defined intervals and delivers them to agreed destinations, keeping downstream systems and dashboards up to date without manual effort.; ; Dedicated reporting server (optional upgrade): ECINS hosts and maintains a client-specific reporting database containing a transformed dataset aligned to the customer’s schema, enabling direct querying by Power BI (or equivalent) without the customer building a data lake/transformation layer.
• Data export formats:
  • CSV
  • Other
• Other data export formats:
  • PDF
  • Xlsx
  • Sql (custom Power BI Integration)
• Data import formats:
  • CSV
  • Other
• Other data import formats:
  • Non-proprietary database/JSON formats for bulk data import and transformation.
  • CSV: Standard comma-separated tables for bulk import of records.
  • Spreadsheets: Excel-compatible tables for bulk import and validation of data.
  • Emails: Uploaded email files to attach correspondence to cases.
  • PDFs: Portable document files uploaded and linked to relevant records.
  • General documents: Common office files uploaded as supporting case attachments.

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: ECINS contractually guarantees 99.9% service availability measured on a monthly basis, excluding agreed planned maintenance and events outside our reasonable control. Availability is calculated using monitoring of core application and access endpoints. Planned maintenance is scheduled to minimise disruption and notified in advance. Where required for mission-critical use cases, we can agree enhanced availability targets and supporting arrangements (e.g., tighter response objectives and resilience measures) as part of the service schedule and SLA.
• Approach to resilience: ECINS is designed for resilience through layered redundancy, controlled operations, and tested recovery. The service uses monitored, fault-tolerant infrastructure with redundancy across critical components and no single points of failure where practicable. Data is protected with multiple daily full backups retained for 30 days and routinely validated restore procedures. We apply capacity and performance monitoring with alerting, and operate documented incident, change, and problem management to reduce operational risk. Disaster recovery and business continuity arrangements are maintained and exercised as part of our ISO 27001 programme, ensuring services can be restored within agreed objectives following major incidents.
• Outage reporting: ECINS reports outages through our support channels and defined customer communications. Service issues are detected via availability and performance monitoring and/or customer reports, then logged in the service desk with severity and impact. For material outages, we notify nominated customer contacts with an initial update, regular progress communications, and an estimated restoration approach where available. On restoration, we provide a resolution notice and, for significant incidents, a post-incident report outlining timeline, root cause, corrective actions, and measures to prevent recurrence. Customers can also raise suspected outages 24/7 via our email support channel.

Identity and authentication

• User authentication needed: Yes
• User authentication: Multi-Factor Authentication (MFA)
• Access restrictions in management interfaces and support channels: Access to ECINS management interfaces and support channels is restricted through role-based access control (RBAC) and least-privilege permissions. Administrative functions (configuration, user and permission management, workflow setup, and reporting controls) are limited to authorised admin roles and, where required, scoped by organisation and team. All access requires authenticated user accounts, with strong password policies and session controls. Support access is controlled and audited: requests are logged via our service desk, verified against authorised customer contacts, and actioned only by security-vetted support staff. Privileged actions are monitored and recorded for accountability.
• Access restriction testing frequency: At least every 6 months
• Management access authentication: Multi-Factor Authentication (MFA)

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: User-defined
• Access to supplier activity audit information: Users have access to real-time audit information
• How long supplier audit data is stored for: User-defined
• How long system logs are stored for: User-defined

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: ECINS follows an ISO 27001-aligned information security management system (ISMS) with documented policies and procedures covering: governance and risk management; asset management and data classification; access control and least privilege; cryptography and key management; secure development and change control; vulnerability and patch management; incident management and breach response; logging and protective monitoring; supplier and third-party risk management; backup, disaster recovery, and business continuity; staff security awareness training; and internal audits/management reviews for continual improvement. Policies are reviewed at least annually and updated following material changes, audit findings, or significant security events.
• Software Security Code of Practice: Yes

Operational security

• Configuration and change management standard: Complies with a recognised standard, for example CSA CCM v4.0 or SSAE-18 / ISAE 3402
• Configuration and change management approach: ECINS uses controlled configuration and change management aligned to ISO 27001. Changes are raised as tracked requests, assessed for risk and impact, reviewed/approved by authorised owners, and scheduled to minimise service disruption. Configuration is managed using documented standards, peer review, and version control, with segregated environments (development/test/production) and tested deployments prior to release. All changes include rollback plans and are logged for auditability. Emergency changes follow an expedited approval path and are retrospectively reviewed. Customer-facing changes are communicated in advance where relevant, and post-change verification confirms service health and security controls.
• Vulnerability management type: Complies with a recognised standard, for example CSA CCM v4.0 or SSAE-18 / ISAE 3402
• Vulnerability management approach: ECINS operates a risk-based vulnerability management process aligned to ISO 27001. We maintain an asset and software inventory, monitor vendor advisories and threat intelligence, and perform regular vulnerability scanning across infrastructure and applications. Findings are triaged by severity, exploitability, and business impact, with remediation tracked to closure and verified through re-testing. Security patches are applied via controlled change management with defined timelines for critical/high vulnerabilities. We commission an annual independent penetration test by an NCSC “green check” approved provider and conduct monthly internal security testing to validate controls and identify regressions.
• Protective monitoring type: Complies with a recognised standard, for example CSA CCM v4.0 or SSAE-18 / ISAE 3402
• Protective monitoring approach: ECINS applies protective monitoring to detect unauthorised access, misuse, and service degradation. We collect and review application, audit, and infrastructure logs (authentication events, privileged actions, configuration changes, API activity, and error conditions) and monitor availability and performance metrics. Alerts are configured for anomalous patterns (e.g., repeated failed logins, unusual access times, permission changes, or unexpected data access volumes) and for security-relevant events. Monitoring feeds into our incident management process with defined escalation to technical and security leads. Logs are retained and protected to support investigation, assurance, and continuous control improvement.
• Incident management type: Complies with a recognised standard, for example, CSA CCM v4.0 or ISO/IEC 27035:2011 or SSAE-18 / ISAE 3402
• Incident management approach: ECINS operates a documented incident management process aligned to ISO 27001. Incidents can be raised via 24/7 email support or the service desk and are logged, categorised (severity/impact/urgency), assigned an owner, and progressed through triage, containment, investigation, remediation, and recovery. We maintain an escalation path to senior technical and security leads, with defined communications to customer contacts based on severity. Root cause analysis is completed for material incidents, with corrective and preventive actions tracked to closure. Post-incident reviews capture lessons learned and update controls, runbooks, and monitoring to reduce recurrence.
• 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: 0%
• Between £250,000 and £500,000: 10%
• Between £500,001 and £1,000,000: 12%
• Between £1,000,001 and £2,500,000: 15%
• Between £2,500,001 and £5,000,000: 17%
• Over £5,000,001: 20%

Non-mandatory Standards and certifications

• ISO/IEC 27001 certification: Yes
• Who accredited the ISO/IEC 27001: The Certification Group Ltd
• ISO/IEC 27001 accreditation date: Friday 26 September 2025
• What the ISO/IEC 27001 doesn’t cover: Nothing, all aspects of design, development and secure hosting are covered
• ISO 28000:2022 certification: No
• ISO 9001 certification: No
• Quality management systems (QMS): Yes
• CSA STAR certification: No
• PCI certification: No
• Cyber essentials: Yes
• Please provide your Cyber Essentials Certificate Number: C7d16c04-6685-4d1d-bd4a-393a751bf968
• Cyber essentials plus: No
• Cyber Essentials Alternative: In relation to the services you do not have a current and valid Cyber Essentials Plus certificate which has been awarded by one of the government approved Cyber Essentials accreditation bodies but you are working towards gaining it, and will be in a position to confirm that you have been awarded a current and valid Cyber Essentials Plus certificate by one of the government approved accreditation bodies within 12 months of the date of award.
• Other security certifications: Yes
• Any other security certifications: ISO27001:2022

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

    • Payment of more than the National Minimum Wage or National Living Wage (as appropriate) to the contract workforce
    • Monitoring and reporting of gender and ethnicity pay gaps and plans to address them where necessary
    • Entitlement to sick pay for the contract workforce, with provision in place for any staff who do not meet the earnings threshold for statutory sick pay, payment of sick pay from day one of absence and payment of staff on the contract workforce who are off sick a replacement income of 100% of their usual earnings for as long as possible
    • Plans for an appropriate income replacement policy for staff who are required to spend time away from work to care for a sick dependent or close relative

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 support@ecins.com. Tell them what format you need. It will help if you say what assistive technology you use.