ROWANWOOD PROFESSIONAL SERVICES LIMITED

Apex Asset Management System

Apex is an all-encompassing Property Asset Management solution designed and developed by Rowanwood to help organisations manage their property assets efficiently to achieve compliance. The system incorporates core Asset Management, Asbestos Management, Planned Maintenance & Investment programmes, Servicing & Inspections, Energy Management, Risk Management (Fire Risk, Legionella) and Mobile surveying.

Features

• Highly flexible and user configurable housing asset management solution
• Property compliance management to mitigate and remove risks
• Mobile surveying: Property surveying via integrated smartphone and tablets
• Manages Property Servicing and Inspection processes
• Production and delivery of maintenance and investment programmes
• Quality Standards compliance at legislative, local and aspirational levels
• Energy management covering surveying, rating, modelling and carbon net zero
• Financial sustainability modelling & option appraisal including NPV calculations
• Full contract management & contractor management
• Asbestos risk management and stakeholder due dilligence

Benefits

• Effective budgeting, financial control and business planning
• Investment programme delivery for effective property management
• Surveying & Inspections with data synchronisation using mobile devices
• Effective compliance with all regulatory standards and governance
• Compliance with Risk Management incorporating Health & Safety
• Contractor engagement through collaborative portal with customer defined checkpoints
• Increase staff efficiency savings through effective use of resources
• Single repository of all asset management related information
• Provides data analysis and key decision support prompts
• High degrees of flexibility, customers can manage future business priorities

£9,500 a licence a year

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 sales@rowanwood.ltd. Tell them what format you need. It will help if you say what assistive technology you use.

Framework

G-Cloud 13

Service ID

257693799192305

Contact

Sales Team
02039577780
sales@rowanwood.ltd

Service scope

• Software add-on or extension: No
• Cloud deployment model: Private cloud
• Service constraints: Core availability is 7am to 6pm Monday to Friday. Batch processing, upgrades, housekeeping and scheduled maintenance is performed outside of these core business hours.
• System requirements:
  • Personal Computer Minimum specification:
  • Processor Speed: Minimum 2.0 Ghz Processor speed
  • RAM: Minimum 4Gb
  • Hard Disk Space: Minimum 40Gb free space
  • Network and Internet: Access to high speed hard wired Internet
  • Display Resolution: 1920 x 1200 / 1080 recommended
  • Operating System: Windows 10
  • Browser : Microsoft Edge / Google Chrome
  • Mobile Devices: Seperately maintained list of Rowanwood supported devices

User support

• Email or online ticketing support: Email or online ticketing
• Support response times: Support issues can be submitted 24 hours a day by email and portal. Telephone support is available 8am to 6pm Monday to Friday except for public and Bank Holidays. Response times defined against service level agreement with associated incident priorities.
• User can manage status and priority of support tickets: Yes
• Online ticketing support accessibility: None or don’t know
• 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: Rowanwood provide support services and assistance in line with our standard Service Level Agreement. When a customer ticket is raised they define the priority & impact and this is assigned to the incident, this in turn determines the expected 1st response, short term solution and target fix time. ; The table below details our standard response times:; Sev 1 (Urgent), 1 hour response, 1 hour short term solution, 4 hour target fix; Sev 2 (High), 2 hour response, 5 day short term solution, 20 days target fix or next release; Sev 3 (Medium), 4 hour response, 10 day short term solution, target fix next release; Sev 4 (Low), 2 day response, mutual agreement short term solution, mutual agreement target fix; ; All support services are provided as part of the annual service fee.; We have dedicated support staff who are contactable during business hours by telephone and email. Customers receive 2 or more annual visits from a dedicated account manager.
• Support available to third parties: No

Onboarding and offboarding

• Getting started: Rowanwood has its own hybrid project management methodology (based on best principles of PRINCE 2) and systems for monitoring the management and delivery of the project and to ensure that high levels of quality are consistently maintained throughout the life of the project and the delivery of the service. ; We provide a dedicated project manager for the entire life of the project; their role will be to ensure that the project is managed and monitored through regular progress meetings with the customer and management reporting. ; The customer is heavily involved in the whole process from the initial project launch meeting, through the design phase, training, and testing. We manage the implementation process jointly with the customer through an online project collaboration tool to manage tasks, resources, dependencies, milestones and risks.
• Service documentation: Yes
• Documentation formats: PDF
• End-of-contract data extraction: When the contract ends, an exit plan will be agreed including data extract arrangements. Where the customer is unable to successfully extract the data themselves through the application, the customer data can be provided in an agreed format at an additional cost, priced as per the SFIA rate card.
• End-of-contract process: Offboarding,; ; Upon termination of the service, an exit plan will be agreed including data extract arrangements as per the offboarding process.; ; On completion of the contract, all customer live data will be deleted alongside any customer backups.

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: The surveying application (Survey Manager) is specicically designed to run on an Android mobile device (smartphone or tablet) and therefore not as a desktop service. ; ; Our web user interface has been designed and implemented as a 'responsive solution' that will scale and re-size according to the device. ; ; The ‘Back office’ application is available through a browser and can be accessed over the Internet.
• Service interface: Yes
• User support accessibility: None or don’t know
• Description of service interface: The Apex Cloud-9 service is available and accessible through a web broswer. The surveying module is accessible via a locally installed application on the mobile devices.
• Accessibility standards: None or don’t know
• Description of accessibility: The solution adheres to many of the best practices and principles of WCAG 2.1A
• Accessibility testing: None
• API: Yes
• What users can and can't do using the API: Rowanwood publish a standard set of user interfaces (API) to all customers. There are in excess of 80 user interfaces across the various business modules of the system. The user interfaces can be run as standard alone for users or be automated and managed system to system processes.
• API documentation: Yes
• API documentation formats: PDF
• API sandbox or test environment: Yes
• Customisation available: Yes
• Description of customisation: Apex is a functionality rich and sophisticated modular business solution, it provides the customer with high levels of user managed configuration across all of the business modules. The majority of the modules can be customised and parameterised by those business users with sufficient levels of authority. Customers have the ability to define the data structures of the system to reflect their business structure, organisation, and business needs and processes. As business priorities change, the customer has the ability to re-configure the system to address its new requirements.; ; Other business modules supporting areas like Surveying , Quality Standards, Contract Management, Serving & Inspection and Health & Safety allow the customer to define business rules, create template business structures that are re-usable and workflow structures.; ; Consultancy & development services can be provided by Rowanwood to tailor business processes specifically to a customers needs, priced as per SFIA.

Scaling

• Independence of resources: Each customer has their own Apex instance in our Microsoft Azure Cloud (Cloud-9), meaning they are not adversely affected by others customers during periods of high demand

Analytics

• Service usage metrics: Yes
• Metrics types: CPU, Disk, Memory, Network
• Reporting types:
  • Regular reports
  • Reports on request

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: Another external penetration testing organisation
• Protecting data at rest: Physical access control, complying with another standard
• Data sanitisation process: No
• Equipment disposal approach: A third-party destruction service

Data importing and exporting

• Data export approach: The standard reporting within Apex includes the ability for customers to output their data in Excel, CSV or PDF formats. The inbuilt reporting tool also outputs the customer data in MS Excel pivot tables and charts. Customers can utilise any of the 600 pre-configured reports to output the data. Apex also provides standard scheduling and output of reports and data outputs using our in-built Autojob schedule and automation tool.
• Data export formats:
  • CSV
  • Other
• Other data export formats:
  • Xls
  • Pdf
• Data import formats: CSV

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: Our solution is hosted on Microsoft Azure, our standard service hours are 7am-6pm Monday to Friday (excluding UK Bank Holidays). ; ; Organisations have access to the solution during standard service hours with an uptime availability of 98.63% against a defined service level agreement (SLA).
• Approach to resilience: High availablity: Maintaining acceptable continuous performance despite temporary failures in services, hardware, datacentres, or fluctuations in load.; ; Disaster recovery: Protection against loss of an entire region through asynchronous replication of failover of virtual machines.; ; Backup: Replication of virtual machines and data.
• Outage reporting: Scheduled maintenance will be outside of the standard service hours. Maintenance will be arranged with a minimum of 3 working days notice and will contain a detailed description of the planned activities and a back out plan.; ; Unplanned outages will be managed and notified via our support team

Identity and authentication

• User authentication needed: Yes
• User authentication:
  • 2-factor authentication
  • Username or password
• Access restrictions in management interfaces and support channels: All users have named accounts, access is restricted through security administrator defined and maintained security groups based on job roles and associated permissions.
• Access restriction testing frequency: At least once a year
• 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: User-defined
• 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: Between 6 months and 12 months

Standards and certifications

• ISO/IEC 27001 certification: No
• 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: No
• Security governance approach: Rowanwood takes information security very seriously and ensures that its overarching ISMS framework is adequately aligned to its business. Information Security is driven by the board of directors and forms an agenda item at each board meeting. The Board of Directors ensures that the importance of Information Security is regularly communicated to all members of staff. Rowanwood takes a holistic approach by:; 1) Identifying assets, risk and mitigation policies; 2) The implementation and adoption of robust policies. ; 3) Undertaking Information Security awareness and training; 4) ISMS audit and assurance activities based on ISO27001 ; best practice; 5) Agile change and amendment
• Information security policies and processes: We have clearly defined policies, processes and procedures for compliance with GDPR data protection laws which are implemented by our internal management and reporting structures.; ; We adhere to the principles and best practice of ISO 27001.

Operational security

• Configuration and change management standard: Supplier-defined controls
• Configuration and change management approach: Configuration and Change Management are managed within the Rowanwood Support Desk solution (FreshDesk). ; ; All requested changes to the Cloud-9 infrastructure are firstly recorded as Service Requests within FreshDesk. ; ; SR’s are reviewed and approved on a weekly basis by the SMT and members of the technical team. ; ; All authorised changes are then implemented as part of a controlled process normally outside of core business hours and under controlled conditions. ; ; Rowanwood's Configuration and Change Management process' follow the principles of ISO27001.; ; Risk is always accessed and risk mitigation factors are always considered. 14 days is allowed before Change Requests are closed.
• Vulnerability management type: Conforms to a recognised standard, for example CSA CCM v3.0 or SSAE-16 / ISAE 3402
• Vulnerability management approach: Vulnerability management and monitoring is undertaken in conjunction with our Cloud subscription integrator. Azure Lighthouse and Azure Defender are deployed. ; ; Vulnerability and Management services include: AntiVirus and Malware protection, pro-active monitoring of Security centre alerts, detection of abnormal user behaviour and detection and alert against SQL databases and annual security assessments.; ; Rowanwood incorporates Azure Appliance management which includes managed firewall and load balancer technology.; ; Server maintenance and patching is performed on a weekly basis and software upgrades as deployed. ; ; Rowanwood has in place an overarching Incident Response policy for any larger scale issues.
• Protective monitoring type: Conforms to a recognised standard, for example CSA CCM v3.0 or SSAE-16 / ISAE 3402
• Protective monitoring approach: Rowanwood, in conjunction with our Azure service integrator adopts a pro-active approach to solution monitoring. Our Microsoft Azure service is ISO27001 accredited and uses Online Services Security and Compliance (OSSC) and Information Security Management System (ISMS) framework to ensure high levels of security for all online services. We regularly evaluate the framework's effectiveness to ensure on-going development of cloud computing is reflected in its regulation of data centres. Microsoft then runs three programmes - Information Security Management Forum, Risk Assessment Programme and Information Security Policy Programme to identify risk and develop policies to protect data centres providing Azure 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: Rowanwood has adopted a Major Incident management process that conforms with ISO27001 best practice. It includes identification, investigation, eradication, containment, recovery and reporting.; ; In addition GDPR obligatory requirements are incorporated ensuring that all major incidents can be reported to Data Controllers with 72 hours of becoming aware.; ; All incidents are managed within the Rowanwood incident management software FreshDesk.

Secure development

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

Public sector networks

• Connection to public sector networks: No

Social Value

• Fighting climate change:

  Fighting climate change

  Fighting Climate Change – Rowanwood are committed to achieving carbon neutrality against the UK’s 2035 target. We have adopted a number of initiatives that are already delivering a positive impact towards this, these include but are not limited to:; • Implementing smarter working by reducing travel and allocating the most appropriate regional consultant to customer projects; • Adopting a public transport first policy (where possible) and positively encouraging car sharing; • Working collaboratively with our supply chain to deliver environmental benefits and work towards net zero; • Adopting a hybrid working policy where travel is minimised, and home working encouraged; • Right-sizing the office environment and associated environmental impact based on modern working practices; • Reduction of single use materials; • Increased use of recycled materials; • The recycling of company materials, e.g. the Laptop Scheme, donating old laptops to schools and charities; • Training and education of staff and supply chain on environmental resource use
• Covid-19 recovery:

  Covid-19 recovery

  Covid-19 Recovery – as an SME our ability to help local communities to manage and recover from the impact of COVID-19 is reduced, our focus was and still is on the wellbeing of our workforce and their associated families. We will be living and working with risks related to COVID-19 for some time to come. We have adopted a number of initiatives; these include but are not limited to:; • Based on our formal disaster recovery plan, working collaboratively with our staff to support them during periods of Covid illness, recovery and remote working; • Supporting our staff with a flexible return to work policy and approach; • Supporting our staff and their dependents while recovering from Covid and returning to work in a phased approach; • Minimising the impact on the community by adopting a hybrid / home working policy; • Staff working from the office support the local retailers and community whenever possible; • Ad-hoc staff days are held at the office with lunch purchased from local retailers to aid economic recovery; • We focus on the wellbeing, safety and security of our staff, this overrides any corporate drivers; • Where employees are undertaking homeworking, we have considered and applied:; o Policies on maintaining effective work-life balance; o Suitable messaging to counter the possibility of homeworking leading people to work longer hours than they would in the office; o Ongoing guidance and training to people managers on supporting homeworking; o Encouraging employees to continue taking annual leave; o General wellbeing support to all employees; o An effective communication plan to make sure all employees receive key messages, whether they are in the office or working from home
• Wellbeing:

  Wellbeing

  Wellbeing – Rowanwood are committed to improving health and wellbeing. We have adopted a number of initiatives that are already delivering a positive impact, these include but are not limited to:; • Providing our staff with flexible hybrid working including options for full-time working from home ; • Standard staff benefits that include medical insurance, critical illness protection and confidential access to external 24/7 Healthline; • Adopting policies to ensure a consistent work life balance is maintained at all times; • We have developed and implemented processes for acting on identified health and wellbeing issues across our workforce; • We organise regular Social Events to engage with our staff outside of work to provide positive communication and wellbeing; • We recognise that the working environment has changed very quickly and dramatically since the introduction of Covid and have employed alternative working methods over the last 2 years to manage this; • Daily communication sessions are held with all staff ; • We have adopted a ‘focus on results’ through the use of agreed staff objectives ; • Our managers find creative ways to promote an environment in which all employees feel supported during alternative work arrangements

Pricing

• Price: £9,500 a licence a year
• Discount for educational organisations: No
• 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 sales@rowanwood.ltd. Tell them what format you need. It will help if you say what assistive technology you use.