SMART Planning Monitoring

Service scope

Software add-on or extension: No
Cloud deployment model: Private cloud
Service constraints: Supported browsers are the latest releases of Microsoft Edge, Chrome and Safari. We use reasonable endeavours to ensure the service is available 24/7 (excluding scheduled downtime or downtime due to prior user consent, user error, maintenance, nightly reboots, important security patches and regional network/power outages We use reasonable endeavours to meet a 99% uptime. The service window is 09:00 to 17:00 Monday to Friday excluding English Public Holidays. Support outside of the service window is not included. The Customer provides first-line support to end users. Planned server maintenance for five minutes every night and 2-hours once a month (at weekends).
System requirements: Modern computer with a minimum of 2GB of RAM.

Stable internet connection over 10mbps download speed.

Minimum browser, latest versions of Microsoft Edge, Chrome or Safari.

User support

Email or online ticketing support: Email or online ticketing
Support response times: Support calls are acknowledged within 1-2 hours.
Depending on the type of question and the priority, responses are normally within the same working day if received before 16.00 hours on a weekday (excluding Public Holidays).
User can manage status and priority of support tickets: No
Phone support: Yes
Phone support availability: 9 to 5 (UK time), Monday to Friday
Web chat support: No
Onsite support: No
Support levels: All customers are provided with an account manager who is the key liaison for any non-support related matters. Additional professional services can be purchased at the day rate noted in the SFIA Rate Card.

The helpdesk is available from 09:00 to 17:00 Monday to Friday excluding English Public Holidays. Major Error; The entire software or a full module is prevented from being run. Serious Error; Failure of a major feature or serious performance degradation. We aim to respond within 4-hours, provide a temporary fix within 1 working day and a permanent fix within 5 working days. Other Error; Any other error that does not fall within the Major or Serious category. We aim to respond within 4-hours, provide a temporary fix within 5 working days and a permanent fix within 10 working days.
Support available to third parties: No

Onboarding and offboarding

Getting started: SMART is an off the shelf Cloud solution hosted in the UK and requires little to no local IT resource for setting up which enables a rapid start-up time. SMART is usually integrated with the customer's GIS map server provider. Alternatively, GIS layers can be loaded at extra cost.

Buyers select the relevant Cloud components which determine the level of buyer resource required.

Component set-up times range from one to nine days, carried out remotely by our consultants. Further customisation can be included based on the day rate noted in the SFIA Rate Card.

A context-based online help facility allows the Customer to view help text or guidance notes against each major area and field group.

Remote training is available for up to five users at the day rate noted in the SFIA Rate Card.

Where data migration is required we use our integrated proprietary migration tool and provide support from our technical consultants at the day rate noted in the SFIA Rate Card
Service documentation: No
End-of-contract data extraction: At any time up until 30 days after the termination of the Agreement upon request and payment of the relevant charges, for preparing the data as detailed in the Pricing Document, we will prepare a copy of the Oracle database containing all data owned by the buyer (with proprietary stored procedures removed). We will provide the extract within 15 days of such request on a CD-ROM or other large data storage media.

The buyer is responsible for arranging secure collection or transfer of the data. Any other data migration assistance is chargeable at the day rate noted in the Pricing Document.
End-of-contract process: The minimum term for SMART is 36 months. Notice must be given 90 days before the end of each36-month term.

At any time up until 30 days after the termination of the Agreement upon request and payment of the relevant charges, for preparing the data as detailed in the Pricing Document, we will prepare a copy of the Oracle database containing all data owned by the buyer (with proprietary stored procedures removed). We will provide the extract within 15 days of such request on a CD-ROM or other large data storage media. The buyer is responsible for arranging secure collection or transfer of the data. Any other data migration assistance is chargeable at the day rate noted in the SFIA Rate Card.

Using the service

Web browser interface: Yes
Supported browsers: Microsoft Edge

Firefox

Chrome

Safari
Application to install: No
Designed for use on mobile devices: No
Service interface: Yes
User support accessibility: WCAG 2.1 AA or EN 301 549
Description of service interface: The service is accessed via a supported web browser. Supported browsers include the latest release of Microsoft Edge, Chrome and Safari.
Accessibility standards: WCAG 2.1 AA or EN 301 549
Accessibility testing: The service is compliant with the above standard as far as is practicable to do so with a web-based service of this nature. No testing has been carried out on the current version.
API: No
Customisation available: Yes
Description of customisation: The system can be customised using custom fields and custom GIS within the system. This is at Site and Plot level.

The reporting suite also includes a full custom report module for users to create their own reports.

Scaling

Independence of resources: SMART provides an optimally designed hosted environment underpinned by the following (neither of which are required to be purchased or maintained by the buyer): An Apache Tomcat Application Server running on a virtual machine in a private cloud, An Oracle database server.

Both are subjected to continuous proactive capacity monitoring and planning, ensuring that extra memory and disk space can be allocated dynamically and at short notice to match the resources required as usage of the solution increases.

Analytics

Service usage metrics: Yes
Metrics types: Real-time management information is available through the fully integrated reporting tool.

Key Functions of the reporting tool: Extensive Standard Reports with Search Filters, Report Criteria, Custom Reports, Report Scheduling Engine, Report Distribution, Multiple output types including PDF, Word, Excel, CSV and XML, Master and Sub-Reports.
Reporting types: Regular reports

Resellers

Supplier type: Not a reseller

Staff security

Staff security clearance: Other security clearance
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: 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 another standard
Data sanitisation process: Yes
Data sanitisation type: Explicit overwriting of storage before reallocation
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: For data exporting, our integrated, purpose-built reporting tool can produce Excel, CSV and PDF reports from data held within the system. The reporting tool includes standard reports with filters, multiple output types and document data injectors. Buyers can build their own report templates using integrated reporting tool.

In addition to the above, customised batch jobs and additional report templates can be created by our technical consultants at the day rate noted in the pricing document.
Data export formats: CSV
Data import formats: CSV

Other
Other data import formats: XML

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: Buyers shall normally be able to access the Hosting Service 24/7. We use all reasonable endeavours to ensure the service is available 24/7 (excluding scheduled downtime, downtime with prior user consent, downtime caused by user error, maintenance, nightly reboots, important security patches, regional network/ power outages). We use reasonable endeavours to meet a 99% uptime, measured as a full calendar month average. The service window is 09:00 to 17:00 Monday to Friday excluding EEnglish Public Holidays. Support outside of the service window is not included.
Approach to resilience: SMART is designed to deliver 99% availability. The Cloud application is provided from a Tier III data centre.

A summary of the accreditation in place are, ISO 27001, Information Security, ISO 9001 for Quality Management, ISO 14001 for Environmental Management, BS OHSAS 18001 for Occupational Health and Safety.

Further information regarding our approach to resilience can be supplied on request.
Outage reporting: As a Cloud application, the availability of the hosted environment is fundamental to the continued use of the system.

We directly monitor all aspects of application performance and availability. The monitoring tools used are proactive and check application availability on a 24/7 basis and all errors generated during customer usage are automatically emailed directly to our help desk.

Our help desk issues email alerts and regular updates to the Customer’s agreed designated personnel until the service is restored.

Any outage is thoroughly investigated. A summary of findings, remedial actions and any lesson learned is shared with customers.

Identity and authentication

User authentication needed: Yes
User authentication: 2-factor authentication

Username or password
Access restrictions in management interfaces and support channels: Requests for support and changes are coordinated and managed through a specific and controlled channel. The buyer can designate named users who will be given user administration permissions and direct access to the help desk via email and phone line. An additional registration process is completed for users given access to the help desk.
Access restriction testing frequency: At least once a year
Management access 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 contact the support team to get 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: Citation ISO Certification
ISO/IEC 27001 accreditation date: 11/03/2025
What the ISO/IEC 27001 doesn’t cover: N/A
ISO 28000:2007 certification: No
CSA STAR certification: No
PCI certification: No
Cyber essentials: Yes
Cyber essentials plus: No
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: The Cloud application is provided from an ISO 27001 Information Security and ISO 9001 Quality Management Tier III data centre, also including, ISO14001 for Environmental Management, BS OHSAS 18001 for Occupational Health & Safety.

We have many processes to enable major issues with the hosting environment to be resolved (including the ability to switch the database to a second hosting site to enable continued use of the system). Availability is continuously monitored. Our hosting includes 24/7 monitoring of all aspects of the hosted infrastructure from firewalls to the servers themselves. Expert Oracle database monitoring is also provided with dedicated monitoring scripts that run 24/7 at regular intervals. We directly monitor all aspects of application performance and availability. Uptime Robot and Nagios monitoring tools are used to check application availability on a 24/7 basis, and all errors generated during customer usage are automatically directed to our helpdesk for resolution.

Operational security

Configuration and change management standard: Supplier-defined controls
Configuration and change management approach: CDPSoft operates Project Management processes in accordance with PRINCE2. Our structured Project Management Methodology (CDP PMM) manages projects in a logical organised way, following defined steps. It consists of a set of distinctive management processes, covering the activities from setting off the project on the right track, controlling and managing the project’s progress, to completion of the project.

SMART is a customisable cloud solution and requires very little configuration. There is only one production version of SMART at any time, except during a rollout period for a new version. The underlying configuration is controlled by property settings and customisable options.
Vulnerability management type: Supplier-defined controls
Vulnerability management approach: We use long-established processes that incorporate best practice for the technology stack. This is kept up-to-date by the diligence of a technical director, the DBA team (database), secure data hosting team (architecture) and Independent Security Consultancy (vulnerability and penetration testing). There are separate annual processes for independent external software threat assessment. In addition, every year a full external vulnerability assessment and penetration test is completed by a CREST approved third-party. The data centre team commission regular external independent IT Health Checks to identify potential vulnerabilities or areas for improvement.
Protective monitoring type: Supplier-defined controls
Protective monitoring approach: The hosted infrastructure is protected by hardware firewalls and full antivirus protection including host intrusion measures. Denial of Service (DoS) monitoring runs continuously and measures are taken automatically to deal with the threat (e.g. blocking of IP addresses) according to industry best practice. Host Intrusion Prevention (Host IPS) for Servers, monitors and blocks unwanted and suspect activity and threats. It utilises multiple methodologies, including signature and behavioural intrusion prevention, a system firewall, and application-blocking controls with automatic vulnerability shields and security content. 24/7 monitoring and alerting is in operation.
Incident management type: Supplier-defined controls
Incident management approach: Incidents are managed through automated alerting using Nagios, infrastructure alerting and a help desk. The majority of incidents are detected by Nagios which sends real-time alerts to our team. Incidents are typically resolved without end customers being aware of their occurrence. Standard working practices exist for incident types such as application errors, memory/CPU thresholds or security/network. The data centre also has layers of monitoring for security incidents, network connectivity and power. Users can report incidents to a help desk (email/telephone). Incidents are closed through normal help desk ticket procedures. Larger incidents have a written response signed off by senior management.

Secure development

Approach to secure software development best practice: Supplier-defined process

Public sector networks

Connection to public sector networks: No

Social Value

Wellbeing

Our approach to our buyer’s and products brings social value to buyers in several ways.

Our SMART software solution plays a pivotal role in local authority housing/development monitoring and analysis, as well as monitoring employment, sustainability, transport, biodiversity net gains and more.

Recording and measuring of biodiversity net gains is fundamental in helping local authorities make sure that habitats for wildlife are left in a measurably better state than they were before a development commenced.

SMART also enables data collection and monitoring of brownfield sites, helping local authorities prioritise the development of the most appropriate sites within a local authority area. Development of brownfield sites can significantly reduce developer costs, timescales, and environmental impacts (including less building/developments of greenfield sites), as well as providing regeneration, economic benefits, and visual transformation for communities.

Our SHARP software solution is central to buyers helping citizens more efficiently and effectively; helping buyers to achieve more with the resources they have.

Our SHARP software solution directly helps vulnerable/chaotic disadvantaged and/or at-risk individuals and communities through:

• Improved access to support services and help.
• Faster referral and delivery of support and/or care services.
• Quicker access to advice, guidance, and assistance.
• More efficient, coordinated, and collaborative Support/Action Planning – enabling a more holistic approach.
• Quicker identification and action on Safeguarding and Risk Issues.

Ultimately, our low Total Cost of Ownership solutions help to deliver improved ways of working which in turn contribute to improving communities and citizen wellbeing.

In addition, as a SaaS solution, supplied via leading edge, power efficient data centres with robust climate policies, our solution removes buyer installed server footprints, saving costs and energy.

Pricing

Price: £15,950.00 an instance a year
Discount for educational organisations: No
Free trial available: No

Features

Benefits

Service documents

Framework

Service ID

Contact

Service scope

User support

Onboarding and offboarding

Using the service

Scaling

Analytics

Resellers

Staff security

Asset protection

Data importing and exporting

Data-in-transit protection

Availability and resilience

Identity and authentication

Audit information for users

Standards and certifications

Security governance

Operational security

Secure development

Public sector networks

Pricing

Service documents

Cookies on Digital Marketplace

SMART Planning Monitoring

Features

Benefits

Pricing

Service documents

Framework

Service ID

Contact

Service scope

User support

Onboarding and offboarding

Using the service

Scaling

Analytics

Resellers

Staff security

Asset protection

Data importing and exporting

Data-in-transit protection

Availability and resilience

Identity and authentication

Audit information for users

Standards and certifications

Security governance

Operational security

Secure development

Public sector networks

Social Value

Pricing

Service documents