Viewdeck Consulting Limited

Customer Management Solution for the Cloud

Our Customer Management Solution for the Cloud offers the UK public sector a comprehensive SaaS platform for centralised customer data management and analytics. With seamless integration, automated workflows, and AI-powered analytics, it enhances customer experience, drives efficiency, and enables proactive engagement, ensuring organisations stay responsive and competitive.

Features

• Cloud-based platform for centralised customer data management and analytics.
• Seamless integration with existing systems for efficient data synchronisation.
• Customisable dashboards and reports for real-time insights and analysis.
• Automated workflows and notifications for enhanced customer engagement.
• Role-based access control ensures data security and compliance.
• Scalable infrastructure adapts to organisational growth and changing needs.
• Comprehensive customer profiles for personalised interactions and services.
• Multi-channel communication tools facilitate seamless customer interactions.
• AI-powered analytics for predictive customer behaviour analysis and recommendations.
• Continuous updates and enhancements for optimal performance and functionality.

Benefits

• Improved customer experience through centralised data and personalised interactions.
• Increased efficiency with seamless integration and automated workflows.
• Enhanced data security and compliance with role-based access controls.
• Scalable solution accommodates growth and changing customer needs.
• Real-time insights drive informed decision-making and strategic planning.
• Proactive customer engagement with automated notifications and workflows.
• Predictive analytics enable targeted marketing and service recommendations.
• Streamlined operations and reduced manual tasks boost productivity.
• Multi-channel communication tools enhance accessibility and responsiveness.
• Ongoing updates ensure the solution remains current and effective

£80 to £200 a user 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 chris.oconnor@viewdeck.com. Tell them what format you need. It will help if you say what assistive technology you use.

Framework

G-Cloud 14

Service ID

240326099594653

Contact

Chris O'Connor
0203 384 3350
chris.oconnor@viewdeck.com

Service scope

• Software add-on or extension: No
• Cloud deployment model:
  • Public cloud
  • Private cloud
  • Community cloud
  • Hybrid cloud
• Service constraints: A Viewdeck Patch Server is a requirement to provide a patch service and Virus/Rootkit signatures upgrades. A Viewdeck Log Server is a requirement to provide event monitoring for the service. A Viewdeck Monitor Service is required to provide availability and host health check monitoring. Backup Solution providing secure offline remote cloud based storage is required. The Viewdeck Backup Service provides a suitable service. The Secure Mail Server with connectivity to the secure administration mailbox providing alerting and reporting from the hosts. Secure Remote Administrator Access via a suitable secure network. This will vary depending on the hosting environment
• System requirements:
  • Viewdeck Patch Server for patch and Virus/Rootkit signatures upgrades
  • Viewdeck Log Server for event monitoring for the service
  • Viewdeck Monitor Service for availability and host health check monitoring
  • Backup Solution providing secure offline remote cloud based storage
  • The Viewdeck Backup Service provides a suitable service
  • The Secure Mail Server with connectivity to secure administration mailbox
  • Providing alerting and reporting from the hosts.
  • Secure Remote Administrator Access via suitable secure network.
  • This will vary depending on the hosting environment

User support

• Email or online ticketing support: Email or online ticketing
• Support response times: Our response is based upon a traditional P1-P5 problem management ; prioritisation and response model with escalation as appropriate to meet the agreed SLA. ; P1 issues have an immediate response, action within 30 minutes ; during standard support hours (9.00-5.00 M-F). 1 hour outside of standard support hours. Target resolution is 4 hours. ; P2 issues have an immediate assessment during standard support hours and response within 2 hours. Target resolution is 1 working day. P3, P4 and P5 issues are responded to within 1 day ; during standard support hours. Target resolution is 2, 5, and 10 working days respectively.
• 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: None
• Onsite support: Yes, at extra cost
• Support levels: Viewdeck follows a traditional P1-P5 problem management prioritisation and response model, providing integration and escalation as you would expect to deliver to the agreed service levels. All Viewdeck Services include an Account Manager to manage service issues, and provide a SPOC for clients.
• Support available to third parties: Yes

Onboarding and offboarding

• Getting started: Viewdeck offer implementation assistance to support rapid deployment. Self taught CBT training is available as part of the service. Additional fixed price packages for other training, including train the trainer, is also available on request at extra cost.
• Service documentation: Yes
• Documentation formats:
  • HTML
  • PDF
• End-of-contract data extraction: On end of contract, Viewdeck can supply the users information extracted from the system in native format or configuration files, including XML/JSON format. This can be transferred to the user electronically via secure electronic transfer by arrangement with the client organisation, or via a shared secure File Transfer area. If the client has specific needs for the physical transfer of the data we would support this by additional services for the media and media transport for Data Extraction.
• End-of-contract process: 30 days before end of Contract, there will be client engagement to confirm the Requirements, agree a plan, determine any additional services needed, and the Quality Criteria for the delivery of those services to meet the Requirements.

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: There are no differences in functionality. The menus are rendered slightly different between the two, based upon available screenspace.
• Service interface: Yes
• User support accessibility: WCAG 2.1 AA or EN 301 549
• Description of service interface: Viewdeck provide a web-based service interface for users to manage all of their service requests. There is an additional web interface for users to manage the features of their service.
• Accessibility standards: WCAG 2.1 AA or EN 301 549
• Accessibility testing: Accessibility testing - Our knowledge has come from service tooling manufacturers commitments and market research.
• API: Yes
• What users can and can't do using the API: Client (normally Technology Administrators) can access the system through a web based API. This allows the Client to gain 'Controlled' access to the key functionality of the service to support Configuration and Data Management. All Services support REST based API interfaces.
• API documentation: Yes
• API documentation formats:
  • HTML
  • PDF
• API sandbox or test environment: Yes
• Customisation available: Yes
• Description of customisation: Our services are based upon COTS components that are configurable for Clients via common and native interfaces. The functionality accessed by the Client allows a certain level of Business configuration within the parameters of each individual Service. Typically this is via a Web interface. We encourage Clients to Self Serve for such Configurable parameters.

Scaling

• Independence of resources: All of our services are based on dedicated devices with managed contention performance to ensure no service degradation due to other user ativity. In the event of performance degradation occurring our service management tooling would automatically trigger and incident alerting us to the problem so that immediate action can be taken to address it

Analytics

• Service usage metrics: Yes
• Metrics types: Full Access to service Monitoring interfaces is provided by a web interface. This give the client access to the full spectrum of system and service accessibility and availability, with optional reporting against service SLAs. The Service Management tooling records and reports on all aspects of the Service delivery , and provides reporting against service SLAs for clients. This are provided free of charge for clients as part of the baseline service.
• Reporting types: Real-time dashboards

Resellers

• Supplier type: Not a reseller

Staff security

• Staff security clearance: Conforms to BS7858:2019
• 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
  • European Economic Area (EEA)
  • Other locations
• User control over data storage and processing locations: Yes
• Datacentre security standards: Complies with a recognised standard (for example CSA CCM version 3.0)
• Penetration testing frequency: At least every 6 months
• Penetration testing approach: In-house
• Protecting data at rest: Physical access control, complying with CSA CCM v3.0
• Data sanitisation process: Yes
• Data sanitisation type: Deleted data can’t be directly accessed
• 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: The user is able to extract their data through Web Interface access management tools allowing them to download the data to their desktop, where applicable to the Service.
• Data export formats:
  • CSV
  • ODF
  • Other
• Other data export formats: XML
• Data import formats:
  • CSV
  • ODF
  • Other
• Other data import formats:
  • XML
  • SQL

Data-in-transit protection

• Data protection between buyer and supplier networks:
  • Private network or public sector network
  • TLS (version 1.2 or above)
  • IPsec or TLS VPN gateway
• Data protection within supplier network:
  • TLS (version 1.2 or above)
  • IPsec or TLS VPN gateway

Availability and resilience

• Guaranteed availability: The level of availability is 99.50%
• Approach to resilience: Our service utilises a service provider that has multiple hosting sites with diverse routing of communications and power. We use a service configuration that makes use of these capabilities to provide a resilient service.
• Outage reporting: The client would get an alert via an email should there be an outage. Additional Alerts can be provided by Web RestFUL API, SMS or Slack/messenger. The client would also be able to view a service dashboard to see the status of their service.

Identity and authentication

• User authentication needed: Yes
• User authentication: 2-factor authentication
• Access restrictions in management interfaces and support channels: Access is limited via IP address of connecting devices and use of shared keyword.
• Access restriction testing frequency: At least every 6 months
• Management access authentication:
  • 2-factor authentication
  • 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 have access to real-time audit information
• How long supplier audit data is stored for: At least 12 months
• How long system logs are stored for: At least 12 months

Standards and certifications

• ISO/IEC 27001 certification: Yes
• Who accredited the ISO/IEC 27001: QMS International
• ISO/IEC 27001 accreditation date: 18/05/2018
• What the ISO/IEC 27001 doesn’t cover: All aspects covered
• 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
• Information security policies and processes: Viewdeck has a ISMS with the basis procedures to manage security such as Information security policy and objectives Risk assessment and risk treatment methodology Statement of Applicability Risk treatment plan Risk assessment report Definition of security roles and responsibilities Inventory of assets Acceptable use of assets Access control policy Operating procedures for IT management Supplier security policy Viewdeck has a nominated security officer who ensure security policies are followed and undertakes scheduled audits. The security officer reports directly to the CEO.

Operational security

• Configuration and change management standard: Supplier-defined controls
• Configuration and change management approach: Viewdeck utilises suppliers that follow certified configuration and change management procedures. Viewdeck also uses automated configuration control and management via the Chef toolkit. Viewdeck has its own documented procedures for configuration and change management based on ITIL. All changes are assessed and appropriate assurance steps determined for the change. All changes are tested in a dedicated environment before release to live.
• Vulnerability management type: Conforms to a recognised standard, for example CSA CCM v3.0 or SSAE-16 / ISAE 3402
• Vulnerability management approach: View deck undertake event logging via our SIEM. This allows security monitoring in real time of our services. Our services also undergo regular penetration test to ensure that no vulnerabilities have emerged. Our services are managed using automated Configuration tooling that keeps the infrastructure from being changed and lowering the risk of malicious exploration.
• Protective monitoring type: Conforms to a recognised standard, for example CSA CCM v3.0 or SSAE-16 / ISAE 3402
• Protective monitoring approach: All services are managed at the boundary by NIDS. Our services also provide application level logging and HIDS protection. All alerts would be forward to the clients. Depending on severity, we would respond within the SLAs of our services.
• Incident management type: Conforms to a recognised standard, for example, CSA CCM v3.0 or ISO/IEC 27035:2011 or SSAE-16 / ISAE 3402
• Incident management approach: Our incident management process is based on ITIL principles Users can log and incident via email, phone, web interface and also chat. Incident reporting is via web interface. Additional reports can be supplied by request at additional cost.

Secure development

• Approach to secure software development best practice: Conforms to a recognised standard, but self-assessed

Public sector networks

• Connection to public sector networks: Yes
• Connected networks:
  • Public Services Network (PSN)
  • NHS Network (N3)
  • Joint Academic Network (JANET)
  • Health and Social Care Network (HSCN)

Social Value

• Social Value:

  Social Value

  Equal opportunity

  Equal opportunity

  Every member of the team is valued and encouraged to develop their skills to support further career development. Irrespective of gender, age or race every team member has the same opportunity to progress in our business. We have an anti-slavery policy and ensure that our supply chain is not compromised in any way.

Pricing

• Price: £80 to £200 a user 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 chris.oconnor@viewdeck.com. Tell them what format you need. It will help if you say what assistive technology you use.