Whitespace Work software

Whitespace Collections

Whitespace is a waste management collection system. It provides all the features needed to manage waste collections and environmental services
from simple tasks to demanding work-flow processes and integrations. It facilitates routes and rounds management for domestic, chargeable services and commercial waste and can integrate with most CRM systems.

Features

• Automatic generation of round sheets
• Round sheets sent directly to the crew in-cab device
• A worksheet function to simplify ad-hoc requests handling
• Assisted collection notifications displayed on the in-cab device
• Recording missed collections and received complaints
• Real time communication between office staff and collection crew
• Links to existing council software infrastructure
• Real time crew reporting of non-presented or contaminated bins
• Member of Public Access Portal (additional cost)

Benefits

• Significant reduction in administrative effort
• Customer service improvements
• Full auditable functions
• In depth reporting capabilities on waste targets
• Reduces the amount of paperwork

£78,000 to £110,000 an instance

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 Rhiain.Dixon@whitespacews.com. Tell them what format you need. It will help if you say what assistive technology you use.

Framework

G-Cloud 14

Service ID

244468574934062

Contact

Rhiain Dixon
01483231663
Rhiain.Dixon@whitespacews.com

Service scope

• Software add-on or extension: No
• Cloud deployment model: Private cloud
• Service constraints: Please contact Whitespace for more details.
• System requirements: Web browser, Edge and Chrome

User support

• Email or online ticketing support: Email or online ticketing
• Support response times: Service support hours Monday to Friday 07:30 and 17:30, excluding national holidays. ; Out of hours critical technical support line 05:00 to 09:00 weekdays and weekends (excluding Christmas day, Boxing Day and new year). ; P1 - Major impact ; Acknowledge: 15 minutes; Temporary workaround: 8 hours; Permanent fix: 5 business days; P2 - High impact ; Acknowledge: 1 hour; Temporary workaround: 24 hours; Permanent fix: 30 business days; P3 - Medium impact ; Acknowledge: 24 hours; Temporary workaround: Reasonable and agreed ; Permanent fix: Reasonable and agreed ; P4 - Low impact; Acknowledge: 5 days; Temporary workaround: Reasonable and agreed ; Permanent fix: Reasonable and agreed
• 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: No
• Onsite support: Yes, at extra cost
• Support levels: Account Manager is available between 9am and 5.30pm. Whitespace Service support hours are Monday to Friday between 07:30 and 17:30 UK time, excluding national holidays. ; In addition, we have set up an out of hours critical technical support line. This is available from 05:00 to 09:00 weekdays and weekends (excluding Christmas day, Boxing Day and new year’s). The introduction of the out of hours technical support line from 5am, ensures that we have someone on standby when the crews are turning up and leaving the depot.
• Support available to third parties: No

Onboarding and offboarding

• Getting started: A project kick off is arranged to discuss high level approach and plan for deployment. Workshops are then arranged to go into detail about the processes required for managing the operation (both operational and technical). A Project Initiation Document and Confirmation of Requirements are then drawn up for mutual agreement prior to system build and on-site training. Full user documentation is provided via our service desk including a WIKI which incorporates video content to help users in the day to day use of the system. Furthermore, we provide a client manager post live to handle queries outside of the service desk.
• Service documentation: Yes
• Documentation formats:
  • HTML
  • PDF
• End-of-contract data extraction: At the End or the expiration of the Call-Off Contract, the data will be supplied back to the buyer in the ‘Data Extract Layer’ (DEL) format used by Whitespace Work Software Ltd to import and export data to its Analytics system. The DEL is a csv file. If the customer would like the data returned in another format, this can be provided for an additional charge.
• End-of-contract process: The price paid will include all necessary rights to access and use the system during the contract term. When the term ends, and assuming there is no continuation, the system will be turned off and access will be lost. Towards the end of the contract, Whitespace will make contact with the customer to discuss options.

Using the service

• Web browser interface: Yes
• Supported browsers:
  • Microsoft Edge
  • Chrome
• Application to install: No
• Designed for use on mobile devices: Yes
• Differences between the mobile and desktop service: In cab/mobile workers use a App installed on Mobile Devices to communicate work completed or undertaken to the back-office system. The back-office system is accessed via a web browser only.
• Service interface: No
• User support accessibility: WCAG 2.1 AA or EN 301 549
• API: Yes
• What users can and can't do using the API: The API is a full service/functionality API. There are no limitations around core functionality.
• API documentation: Yes
• API documentation formats:
  • HTML
  • PDF
• API sandbox or test environment: Yes
• Customisation available: Yes
• Description of customisation: The customer logo that is displayed on the webpage. The menu options are based on user role permissions. The WORD templates that are generated by the system. The mobile templates that mobile / in-cab users view on their device (app). The data sources used by the system are fully customisable by the user i.e. Round Name, Round Schedules, Walk Orders, Worksheet Types, Worksheet customised data, Service Items, Services, Charges, Contracts and more.

Scaling

• Independence of resources: Whitespace is a single tenancy solution. Each customer has their own environment.

Analytics

• Service usage metrics: Yes
• Metrics types: A range of service usage metrics are provided. For example, how many worksheets are open, in progress or complete on a given day/week etc. What is the round progress of vehicles out on service delivery etc.
• Reporting types:
  • Real-time dashboards
  • Regular reports

Resellers

• Supplier type: Not a reseller

Staff security

• Staff security clearance: Conforms to BS7858:2019
• Government security clearance: Up to Baseline Personnel Security Standard (BPSS)

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 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
• Data sanitisation process: Yes
• Data sanitisation type:
  • Explicit overwriting of storage before reallocation
  • 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: Users will export their data using an approved method facilitated by Whitespace. This is in the form of a data extract layer (DEL) which is provided to the customer at the start of the contract. The DEL is a csv file(s) that extracts key operational data and is used to service up data to our dashboard products on a frequency defined on mutual agreement. Please note that the frequency is typically 1-2 times a day. It is not intended to be a live data extract.
• Data export formats:
  • CSV
  • Other
• Other data export formats:
  • PNG
  • PDF
• Data import formats:
  • CSV
  • Other
• Other data import formats: TXT

Data-in-transit protection

• Data protection between buyer and supplier networks:
  • 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
  • Other
• Other protection within supplier network: Private backbone behind Packet and Application level firewalls and MPLS link for cross DC communications. VPN connections used for support/maintenance activities and available for Customers upon request.

Availability and resilience

• Guaranteed availability: Monday to Friday; 09:00 to 17:30 - 99.8% up time; 17:31 to 08:59 - 99.6% up time; ; Weekends 99.5% up time.; ; Please note up time figures do not include planned outages.
• Approach to resilience: Dual data centers, with automated DNS fail over. Additional details available on request.; ; Increased availability solutions available, please contact Whitespace Work Software for more details.
• Outage reporting: Customer's are contacted directly by a member of the company. ; ; Email alerts can be setup upon request from Whitespace monitoring tools.

Identity and authentication

• User authentication needed: Yes
• User authentication:
  • 2-factor authentication
  • Identity federation with existing provider (for example Google Apps)
• Access restrictions in management interfaces and support channels: Whitespace Support only access the solution via VPN using named accounts to logon. During the setup phase, Whitespace consultants use named accounts which can be restricted after the project has been completed. Whitespace includes role based user security.
• Access restriction testing frequency: At least once a year
• Management access authentication:
  • 2-factor authentication
  • Public key authentication (including by TLS client certificate)

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: Between 6 months and 12 months

Standards and certifications

• ISO/IEC 27001 certification: Yes
• Who accredited the ISO/IEC 27001: QMS International
• ISO/IEC 27001 accreditation date: 06/09/2017
• What the ISO/IEC 27001 doesn’t cover: All Customer information is included within the Whitespace ISO27001 scope.
• ISO 28000:2007 certification: No
• CSA STAR certification: No
• PCI certification: Yes
• Who accredited the PCI DSS certification: SecureTrust
• PCI DSS accreditation date: 17/01/2022
• What the PCI DSS doesn’t cover: Collection or processing of payment card data.
• 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: ISO27001, Cyber Essentials, PCI-DSS, Cyber Essentials Plus

Operational security

• Configuration and change management standard: Supplier-defined controls
• Configuration and change management approach: Solutions are baselined, with each upgrade/change to the baseline tested and tracked. All changes have roll-back plans, are risk assessed and security tested prior to release. Changes are peer-reviewed before they can be Change Board approved. Changes are three stage tested (Unit, Dev and UAT) before release, with test cases drawn from functional/non-functional requirements. In addition changes are regression tested.
• Vulnerability management type: Supplier-defined controls
• Vulnerability management approach: Whitespace is ISO27001 Certified. Whitespace subscribe to threat intelligence feeds from NCSC and CiSP. Threats are risk assessed in accordance with our Risk Management procedure, which includes time objectives for patch deployment according to severity. Performance against objectives is measured and reported in our externally audited ISO27001 Measures and Metrics procedure.
• Protective monitoring type: Supplier-defined controls
• Protective monitoring approach: The Whitespace solution is multi-point monitored, with security vulnerabilities reported to the Whitespace Service Desk and to Whitespace's hosting partner. Vulnerabilities are risk assessed and a corrective plan is created in line with Whitespace's ISMS.
• 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: Whitespace follow a defined incident management process, in line with its ISO27001 ISMS. Affected customers are notified and remain updated during the incident. Notifications are sent via the Service Desk and via email. Once resolved, incidents reports are available on request.

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

  Whitespace is accredited to ISO14001 : Environmental Management System. ; In addition, Whitespace have been tracking our carbon footprint for 4 years, measuring energy usage at the office and the fuel used by employees travelling to and from customers and commuting to work. This helped us to establish our baseline for achieving carbon neutral status, as well as enabling us to monitor the impact of energy changes and our corporate responsibility to carbon usage. ; Based on 2023 Carbon emissions level, the business has invested in a Verified Carbon Standard offset project which will plant trees in the UK and invest in reducing deforestation in South America. It is the business’s intention to continue with carbon offset investment in future years. This investment makes Whitespace a carbon neutral company.; Whitespace solutions support our customers in improving recycling rates, reducing paper usage and providing more efficient services which in turn reduces the impact on the environment.

  Tackling economic inequality

  VCSEs/MSMEs/SMEs like ours form the backbone of the UK economy, supporting local communities to grow and be prosperous. We are committed to supporting SMEs through our supply chain, creating and supporting sustainable jobs in the communities we serve and increasing our positive impact on disadvantaged groups and the natural environment. Understanding the value of such organisations we are providing expert business advice to them on various topics, such as technology and digital skills, cyber security, finance and sustainability.; In addition, we support the Voluntary and Community Sector through the provision of free Whitespace mobile licences to a local charity/ voluntary organisation.

  Equal opportunity

  Software Management industry has been active towards Equality, Diversity and Inclusion. For us, it is one of the top agendas. We have planned equality and diversity training courses for staff and our supply chain through online sessions at all levels.

  Wellbeing

  We have a comprehensive Wellbeing programme in place for our staff members.

Pricing

• Price: £78,000 to £110,000 an instance
• Discount for educational organisations: No
• Free trial available: No

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 Rhiain.Dixon@whitespacews.com. Tell them what format you need. It will help if you say what assistive technology you use.