EVO DIGITAL TECHNOLOGIES LIMITED

EVO : Repairs, Maintenance & Compliance Management Platform

Award winning service platform that enables local authorities and housing association residents report repairs, request emergency response, manage appointments and find home information quickly and easily. Property professionals can manage repairs, maintenance and compliance services from report to resolution in real time seamlessly connecting residents, trades and helpdesk support together.

Features

• Resident Repair Reporting (multi-channel)
• Emergency/Urgent Repairs Management (multi-channel)
• Customer Service Operator Dashboard
• Residents Living App (native)
• Trades Services App (native)
• OpenAPI Integrations
• Property Records & Logbook
• Repair & Compliance Service History
• Time & Material Tracking
• Automated Invoicing & Billing

Benefits

• Complete end-to-end digital repairs and compliance management engine
• Residents can book/report repairs digitally using multiple channels
• Residents can request emergency/urgent jobs for immediate response
• Residents can manage appointments and track repairs start to finish
• Residents can find home information and FAQ's
• Customer Service Teams can monitor repairs in real-time
• Customer Service Teams can access all home/resident/event information
• Customer Service Teams can access all repairs service history
• Issue jobs to trades by skill/time/location
• Trades can attend/update jobs with clear repair requirements

£1.00 a unit

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 steven.rae@evo-pm.com. Tell them what format you need. It will help if you say what assistive technology you use.

Framework

G-Cloud 14

Service ID

251645026972537

Contact

Steven Rae
02086919293
steven.rae@evo-pm.com

Service scope

• Software add-on or extension: Yes, but can also be used as a standalone service
• What software services is the service an extension to: Can be integrated with housing management systems via OpenAPI and Universal Connectors to provide deeper insight of repairs, maintenance and compliance management, and build greater resident engagement though smart appointment scheduling.
• Cloud deployment model: Public cloud
• Service constraints: An internet connection is required to use EVO as EVO is a browser-based internet application.; ; EVO requires the use of cookies. First-party cookies are used for client-side user authentication where required. Third-party cookies (Google Analytics) are used for analytics so that we may provide a better service.; ; The devices and browser versions that are supported are under constant review. EVO always recommends Google Chrome for the best user experience, but is tested against the latest versions of MS-Edge, Firefox and Chrome.
• System requirements:
  • Internet connection
  • JavaScript must be enabled on the browser
  • EVO Living App (Residents) : iOS and Android compatible
  • EVO Services App (Trades) : iOS and Android compatible

User support

• Email or online ticketing support: Email or online ticketing
• Support response times: Support SLA; Email first response time is 24hrs; Emails and support tickets are responded to 9:00 - 17:00 (UK Time) , Mon-Fri.
• 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: Web chat
• Web chat support availability: 9 to 5 (UK time), Monday to Friday
• Web chat support accessibility standard: None or don’t know
• How the web chat support is accessible: Live chat software embedded on the EVO website, customers can send their questions to a person who can quickly reply to them in the same chat window.
• Web chat accessibility testing: Our web chat software is provided by Front.com, a third party software company. All assistive technology testing is completed by them. We do not have access to their data for this.
• Onsite support: Yes, at extra cost
• Support levels: Onsite support for integrated platforms, where internal systems are linked to our solution. Onsite support costs between £500- £1500 a day, depending on the resource required of the business. This would also dictate whether we send technical account managers or support engineers.
• Support available to third parties: Yes

Onboarding and offboarding

• Getting started: Onsite training, online training, user onboarding and user documentation are all available.
• Service documentation: Yes
• Documentation formats:
  • PDF
  • Other
• Other documentation formats: Online help centre product.evo-pm.com
• End-of-contract data extraction: EVO provides the ability to correct, block, export and delete customer data during the terms of the agreement. To the extent the customer does not have the ability migrate customer data to another system, EVO can, at the customer’s expense, comply with any reasonable requests to assist in this.; ; Most data can be manually extracted by the user directly from their system at anytime using the built in export functions.; ; Any data which the customer provided and generated during their contract, that cannot be extracted manually can be provided on request, and delivered via a secure channel as necessary.; ; Any data requests must be made within 60 days of termination.
• End-of-contract process: The terms of the contract specify the service provision. By default, any components and services included will cover the provision of the technology functionality associated with that. The contract is automatically renewed on the anniversary of the commencement date unless notice is given by the customer.

Using the service

• Web browser interface: Yes
• Supported browsers:
  • Microsoft Edge
  • Firefox
  • Chrome
  • Safari
  • Opera
• Application to install: Yes
• Compatible operating systems:
  • Android
  • IOS
• Designed for use on mobile devices: Yes
• Differences between the mobile and desktop service: The EVO service provides two distinct pieces of software.; ; The core platform is a web based application which runs on any modern web browser. ; ; The Residents app (EVO Living App is native on iOS/Android) to allow residents to find home information, report issues and manage appointments.; ; The Trades app (EVO Services App is native on iOS/Android) to allow contractors to progress jobs through the workflow while out in the field.
• Service interface: Yes
• User support accessibility: None or don’t know
• Description of service interface: Web UI via the latest versions of Google Chrome, Safari, MS-Edge, Firefox
• Accessibility standards: WCAG 2.1 A
• Accessibility testing: None
• API: Yes
• What users can and can't do using the API: EVO integrates with third-party systems through the use of APIs; ; Public APIs and endpoints are available to any registered organisation. These APIs exist to allow integration with third party systems. The APIs enable the reading of issue report data and associated entities as well as CRUD operations around entities.; ; We also provide Third Party administration APIs which are designed for software providers who wish to integrate Fixflo into their systems.; ; The EVO API supports RESTful HTTP methods: GET, POST, PUT and DELETE.; ; The API exposes select functions of EVO core features such as: properties, blocks, communities, residents, contractors and much more. The API is constantly evolving. Documentation is available at https://product.evo-pm.com/; ; Authorisation is attained using an appropriate request header.; Both BasicAuth and Bearer tokens (preferred) are supported. Bearer tokens follow OAuth standards.
• API documentation: Yes
• API documentation formats: Open API (also known as Swagger)
• API sandbox or test environment: Yes
• Customisation available: Yes
• Description of customisation: Property data, groups, portfolios and preferences; user roles/permissions; works approval processes and spend limits; resident communication preferences; problems types and issue visibility; contractor skills as well as SMS messaging provision, calendar integration and so much more.; ; EVO sends out push notifications, SMS and emails which can be triggered manually or automatically via workflows. Templates for many of these message can be customised (headers, footers, wording etc.).; ; Customisation of all the above is done simply through the 'Settings' section on a client's EVO system. Only users with 'Admin' permission can access these settings.; ; External references can also be added to all contacts and property data to bridge data between EVO and other systems.; ; EVO is available as a white-label product (on request - additional costs apply).

Scaling

• Independence of resources: EVO infrastructure resides on the Google Cloud Platform and operates through Cloud Run auto-scaling serverless containers. To ensure stringent security measures, data segregation is implemented using micro-segmented network domains alongside encryption protocols for data in transit and at rest, managed through our secure encryption keys. Data storage employs database services fortified with robust symmetric key encryption supported by hardware security modules.; ; Access to data within our product is meticulously managed through unique UUIDs and profiles, ensuring strict control while avoiding customer-based partitioning.

Analytics

• Service usage metrics: Yes
• Metrics types: The EVO Dashboard provides all users with a configurable analytics unique to the user log in, based on Organisation.; ; Dashboard can be customised with a selection of widgets displaying information about jobs status, compliance status, property status, user engagement, document expiry and cost to serve metrics.; ; The Dashboard is able to present data in a variety of different formats (e.g lists, graphs, grids) which can be filtered relating to specific users, portfolios and date ranges, with deep linking to grids that allow for reports to be exported.
• Reporting types:
  • API access
  • Real-time dashboards
  • Regular reports
  • 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
  • European Economic Area (EEA)
• 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 every 6 months
• Penetration testing approach: Another external penetration testing organisation
• Protecting data at rest:
  • Physical access control, complying with CSA CCM v3.0
  • Physical access control, complying with SSAE-16 / ISAE 3402
• 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: Users can download a variety of reports, via CSV exports which are delivered by email to the users inbox, or use the API to receive data in JSON format.; ; For example, if the user views a list of properties, residents and contractors on the EVO system they can use search filters on all grids to limit the data they wish to export. They can then click on an option to export the filtered search results as a CSV.; ; The API can post data via webhooks on demand, via events or at predetermined times.
• Data export formats:
  • CSV
  • Other
• Other data export formats: JSON via API
• Data import formats:
  • CSV
  • Other
• Other data import formats: JSON via API

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: EVO ensures continuous online availability, operating 24/7 throughout the year, with an average uptime of 99.9% over the previous 12 months. Throughout the duration of the agreement with Google Cloud Platform, the Covered Service commits to delivering a Monthly Uptime Percentage of no less than 99.95% to the Customer.
• Approach to resilience: EVO utilises cloud-native architecture to deliver our services, all hosted on the Google Cloud Platform. Our infrastructure is designed for resilience, ensuring robustness at both the component and availability zone levels.
• Outage reporting: EVO offers a public service health dashboard located at https://status.evo-pm.com. This dashboard also provides visibility into historical issues and events spanning the past 180 days."

Identity and authentication

• User authentication needed: Yes
• User authentication:
  • 2-factor authentication
  • Username or password
• Access restrictions in management interfaces and support channels: Access to client information is meticulously organised according to specific business functions.; ; The Customer Success and Development teams are granted access to management interfaces and client data, enabling them to efficiently configure systems and provide troubleshooting assistance.; ; Permissions for other teams are carefully managed through an internal permissions-based system.; ; Management interfaces and support channels strictly adhere to the principle of least permissive privilege. User identities are mapped to well-defined RBAC roles within each relevant system, ensuring precise access control.
• Access restriction testing frequency: At least every 6 months
• Management access authentication:
  • 2-factor authentication
  • Public key authentication (including by TLS client certificate)
  • Dedicated link (for example VPN)
  • 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
• ISO/IEC 27001 accreditation date: 26/10/2022
• What the ISO/IEC 27001 doesn’t cover: None
• ISO 28000:2007 certification: No
• CSA STAR certification: No
• PCI certification: No
• Cyber essentials: No
• 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: ISMS which is certified to ISO27001

Operational security

• Configuration and change management standard: Conforms to a recognised standard, for example CSA CCM v3.0 or SSAE-16 / ISAE 3402
• Configuration and change management approach: Our procedures and processes underwent recent auditing to ensure compliance with ISO 27001 standards.
• Vulnerability management type: Conforms to a recognised standard, for example CSA CCM v3.0 or SSAE-16 / ISAE 3402
• Vulnerability management approach: Our procedures and processes underwent recent auditing to ensure compliance with ISO 27001 standards.
• Protective monitoring type: Conforms to a recognised standard, for example CSA CCM v3.0 or SSAE-16 / ISAE 3402
• Protective monitoring approach: EVO employs DataDog and Sentry for error monitoring and bug management, complemented by Intruder.io for real-time threat monitoring. Intruder conducts ongoing scans of our network, initiating vulnerability assessments in response to any changes, unintentionally exposed services, or emerging threats.
• 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: EVO employs real-time proactive monitoring techniques, such as availability pings via uptimerobot.com, tracking product KPIs, round-trip times, and resource utilization, to ensure system health. Current availability rates are openly published online at http://status.evo-pm.com.; ; Incidents can also be reported by email to bugs@evo-pm.com and will be escalated as required. For data protection matters, please contact dataprotection@evo-pm.com

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

  Fighting climate change

  In EVO's maintenance management system, we provide occupants with step-by-step guidance for reporting repairs, empowering them to address issues independently. Through the use of Remote Video Triage, digital diagnosis and remote fixes eliminate some visits altogether. Organisations working with EVO are seeing first-time-fix rates exceed 95%, and due to this, EVO reduces the number of visits needed to resolve repairs. Allowing Residents to report issues quickly, and schedule appointments at their convenience, significantly reducing missed visits and lowering carbon emissions associated with fewer van journeys.

  Tackling economic inequality

  EVO is committed to supporting efforts to eliminate homelessness and temporary accommodation, whilst improving the quality and volume of affordable accommodation. We achieve this through the use and implementation of our EVO platform and service, whilst working with Housing associations, Local Authorities, and other housing providers to bring about real change via the transformation of their repairs, maintenance, compliance and voids processes.; ; In collaboration with Capital Letters [a housing association setup and owned by 10 London Boroughs] as a digital repairs service partner. ; ; Capital Letters provide property portfolios that cater to members' needs for quality, safe, secure, and affordable homes. Their market rent lettings agency helps fund this vital work, ensuring that every property let and maintained directly contributes to assisting families in greatest need.

  Equal opportunity

  Employment of local tradespeople in areas in and around local authority and housing association properties are located; EVO is always interested in looking to create opportunities for local residents to join our trade networks. We often find many tradespeople live within the properties themselves, and it makes perfect sense to give these people an opportunity to add real value to their local community.

Pricing

• Price: £1.00 a unit
• 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 steven.rae@evo-pm.com. Tell them what format you need. It will help if you say what assistive technology you use.