JADU CREATIVE LIMITED

Jadu Digital Platform - Web Publishing,‘MyAccount’, Forms, Payments and Case Management

A low-code web-based platform for digital service delivery. Incorporating web content management, real-time collaborative case management, CRM, payments, forms and customer MyAccount, the platform enables business users to own and manage digital service delivery, including integration to common Line of Business systems. A Lite self-service only option is also available.

Features

• Low code website deployment, forms building and case management workflow
• Web timeline view of customer cases, Real-time messaging and updates
• MyAccount features with single view of customer record and history
• Customer cases created from online forms by customers or CSAs
• Low code workflow, rules and notifications design and configuration
• Set up time-based rules and SLAs for customer service automation
• Mobile, device friendly and AA accessible interface for all users
• Payment bridge with connectors for common Payment Service Providers
• Advanced form features: branching rules, data retention, PDF generation
• Integrations Hub User Interface for low-code configuration of API integrations

Benefits

• No programming required: low-code, webpage, forms and service workflow design
• Secure, accessible and affordable Content, Forms and Case Management Platform
• Design and build digital services faster using a simple UI
• Promotes channel shift and customer self-service
• Business users manage configuration and cases on any device
• Take online payments as part of service workflow
• Focus your agents' time on higher value activities
• Accessible forms/website platform with highly secure hosting and GDPR compliance
• Improve customer satisfaction through better communication and updating
• Engage and inform customers through their MyAccount page

£3,725 an instance a month

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 sales@jadu.co.uk. Tell them what format you need. It will help if you say what assistive technology you use.

Framework

G-Cloud 13

Service ID

265134942717088

Contact

Keiron Mumby
0116 222 7241
sales@jadu.co.uk

Service scope

• Software add-on or extension: No
• Cloud deployment model:
  • Public cloud
  • Private cloud
  • Hybrid cloud
• Service constraints: No
• System requirements: A modern web browser is required to access the service

User support

• Email or online ticketing support: Email or online ticketing
• Support response times: We provide a level of support which is built into the monthly subscription cost. This provides an online help desk and ticketing system available 24/7 with telephone support during business hours (8am-6pm, Monday to Friday, except English Bank Holidays). On-call engineers will respond to critical availability issues outside of standard business hours. Our support SLA is included in the terms of service document. Our help desk is staffed with dedicated support engineers, with sysadmins, software engineers and other technical experts becoming involved to resolve support issues as necessary.
• 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: Online support web chat is provided using our own Jadu Connect platform. The Jadu Connect user interface is regularly tested with NVDA and JAWs
• Onsite support: Yes, at extra cost
• Support levels: We provide a standard level of support, which is built into the monthly subscription cost. This provides an online help desk and ticketing system available 24/7 with telephone support during business hours (8am-6pm, Monday to Friday, except English Bank Holidays). On-call engineers will respond to critical availability issues outside of standard business hours. Our support SLA is included in the terms of service document. Our help desk is staffed with dedicated support engineers, with sysadmins, software engineers and other technical experts becoming involved to resolve support issues as necessary. An Enhanced level of support (at additional cost) increases the number of support accounts an organisation can have as well as out of hours deployments and a number of inclusive professional service days for small works. A named Customer Support Advisor is assigned to every customer, irrespective of whether standard or enhanced support has been chosen.
• Support available to third parties: Yes

Onboarding and offboarding

• Getting started: We provide certified training for administrators, consisting of both Jadu Connect Foundation Training (Online), and Jadu Connect Practitioner Training (Webinar).; We can optionally lead with the build of the first digital service at a cost.; Additionally there is an online implementation guide and online user manuals for administrators and customer service agents.; Customer service agents are also able to access a dedicated online Jadu Connect Advisor Training course.
• Service documentation: Yes
• Documentation formats: HTML
• End-of-contract data extraction: Tools are provided to export data from within the application. Form structures can be exported as .tar files, user submitted data can be exported in CSV and XML format. Any other form data not accessible via the export tools provided in the application can be exported via database export. Users can extract all case data via csv export or webhooks.
• End-of-contract process: A service plan can be cancelled at any time. When you do this, your platform becomes unavailable and all public-facing forms are taken offline – no further usage or subscription charges will apply. You will have access to your platform for export purposes only, for a further 30 days, following which all content and data will be deleted permanently.

Using the service

• Web browser interface: Yes
• Supported browsers:
  • Microsoft Edge
  • Firefox
  • Chrome
  • Safari
• Application to install: No
• Designed for use on mobile devices: Yes
• Differences between the mobile and desktop service: The platform uses responsive web design to allow the same interfaces to adapt and be displayed on devices of different dimensions. This means that both desktop and mobile users can access the same features in the same place, giving a consistent experience across all a user's devices.
• Service interface: Yes
• User support accessibility: WCAG 2.1 AA or EN 301 549
• Description of service interface: Our modern interfaces are developed using the Pulsar user interface framework. The platform uses responsive web design to allow the same interfaces to adapt and be displayed on devices of different dimensions. This means that both desktop and mobile users can access the same features in the same place, giving a consistent experience across all a user's devices.
• Accessibility standards: WCAG 2.1 AA or EN 301 549
• Accessibility testing: Our modern interfaces developed using the Pulsar user interface framework are tested using desktop screenreader software, and our text editor supports a variety of screenreaders including JAWS, VoiceOver, NonVisual Desktop Access (NVDA) and ChromeVox.; ; Additional testing has been undertaken to confirm that animated backgrounds in the software do not trigger seizure in individuals with Photosensitive epilepsy.
• API: Yes
• What users can and can't do using the API: The Jadu Connect Service API provides users with the ability to create and update service requests (cases), progress cases through the workflow and register and retrieve contact details. ; ; Jadu Central supplies both a PHP and RESTful XML API. The PHP API is fully functional, allowing both read and write of application data. The RESTful XML API allows users with an authorised API key to access publicly available content already published to the website.
• API documentation: Yes
• API documentation formats: HTML
• API sandbox or test environment: No
• Customisation available: Yes
• Description of customisation: A broad range of settings can be adjusted from within the application user interfaces. ; ; Additional custom functionality can be developed to extend the core feature set. Extensibility of the platform is a core feature of the Jadu Central.; ; For the digital concierge component of the platform branding options allow customers to upload their own logos and set a system-wide colour scheme. For the form and website component, skinning is possible through web template design.

Scaling

• Independence of resources: Monitoring tools are used to measure usage of the application and where necessary additional resources can be added

Analytics

• Service usage metrics: Yes
• Metrics types: Monthly and daily reports for number of cases by case type for a user defined date range. Users can export all case data to csv to build reports not currently available in the reporting dashboard.
• Reporting types: Real-time dashboards

Resellers

• Supplier type: Not a reseller

Staff security

• Staff security clearance: Other security clearance
• Government security clearance: Up to Security Clearance (SC)

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: Managed by a third party
• Penetration testing frequency: Less than once a year
• Penetration testing approach: Another external penetration testing organisation
• Protecting data at rest: Other
• Other data at rest protection approach: Sensitive data is encrypted within the database. 'Sensitive data' includes: - Any data submitted by a member of the public, including their personal details - The personal details of internal users of the system - IP addresses - API access credentials
• 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: Through the service application interface
• Data export formats:
  • CSV
  • Other
• Other data export formats: XML
• Data import formats:
  • CSV
  • Other
• Other data import formats: Case workflows can be imported in JSON format

Data-in-transit protection

• Data protection between buyer and supplier networks:
  • TLS (version 1.2 or above)
  • IPsec or TLS VPN gateway
  • Legacy SSL and TLS (under version 1.2)
• Data protection within supplier network:
  • TLS (version 1.2 or above)
  • IPsec or TLS VPN gateway
  • Other
• Other protection within supplier network: Traffic between various network tiers is restricted with the use of physical and local software firewall. Additionally where applicable TLS encryption (Version 1.2 or above) is utilised. Data exchange within various internal networks may use combination of IPSec VPNs, SSH, TLS or Encrypted RDP protocols.

Availability and resilience

• Guaranteed availability: We guarantee 99.9% availability excluding planned maintenance. Our SLA is contained within our terms of service.
• Approach to resilience: This information is available on request.
• Outage reporting: Customers are notified by our support team in the event of an outage and we maintain a public status dashboard.

Identity and authentication

• User authentication needed: Yes
• User authentication: Username or password
• Access restrictions in management interfaces and support channels: Users must create an account with their email address and a password with min 8 characters, at least 1 upper and lower case and one symbol.
• Access restriction testing frequency: At least every 6 months
• Management access authentication: Username or password

Audit information for users

• Access to user activity audit information: Users contact the support team to get 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: Between 1 month and 6 months

Standards and certifications

• ISO/IEC 27001 certification: Yes
• Who accredited the ISO/IEC 27001: QMS International
• ISO/IEC 27001 accreditation date: Original Approval: 07/11/2016 Current Certificate: 28/09/2020
• What the ISO/IEC 27001 doesn’t cover: Hosting is covered by our infrastructure suppliers' ISO 27001 accreditation.
• 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
  • Other
• Other security governance standards: ISO 9001:2015
• Information security policies and processes: We follow a security policy approved and externally audited as part of our ISO27001 accreditation. A copy of the policy is available upon request.

Operational security

• Configuration and change management standard: Supplier-defined controls
• Configuration and change management approach: All configuration changes must be submitted to a review process. An audit trail of configuration changes is retained. Configuration changes are applied by an automated, tested process, never manually to eliminate human error.
• Vulnerability management type: Supplier-defined controls
• Vulnerability management approach: Our sysadmin team members are subscribed to various vulnerability publishing lists e.g. cve.mitre.org. Any published and relevant vulnerabilities affecting the application stack are carefully reviewed. If a vulnerability is discovered that affects any of the stack components and a vendor patch is available Jadu will attempt to contact the customer to establish a suitable time for updating the affected software. If customer data or reputation is at risk and customer is unreachable within a reasonable time window we will apply the patch in emergency immediately.
• Protective monitoring type: Supplier-defined controls
• Protective monitoring approach: Jadu uses internal and external monitoring systems to monitor server health in real time.
• Incident management type: Supplier-defined controls
• Incident management approach: An incident will be reported via portal or telephone, or identified by our service desk team. The service desk team will analyse the incident and gather as much information as possible from log files, investigations etc and will at the same time make senior management aware of the incident and escalate appropriately in accordance with our defined escalation procedures Following an incident, a report will be compiled and shared with the customer and any further actions clearly identified. All incidents are reviewed by our security council quarterly and this process is subject to external audit via our ISO27001 accreditation.

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

• Fighting climate change:

  Fighting climate change

  Digital access to Council services means providing access 24/7, enabling all citizens to transact with the Council when it suits them rather than being constrained to certain times of the day. Moreover, digital access to Council services means a reduction in paper volumes, reducing the environmental impact of the Council’s operations. Since the first pandemic lockdown, Jadu has prioritised creation of digital services and features that enables councils to transact without offices (located from home workers) and enable citizens and businesses to interact though self-service. One such innovation was our standard integration with GOVUK notify, which provides notifications over email, SMS and letter generated where a legal process requires it. Since then, Jadu has measured the total take up of service users across our customer base - which now stands at 15 million users and 40 million self-service cases raised. We now use the adoption of digital self-service as a measure to track mitigation of paper, phone and in-person interactions, which have a high carbon footprint. ; ; Jadu as an organisation went fully remote in March 2020 and has remained a fully remote team. We have significantly downsized our headquarters contributing to our carbon footprint. We no longer use printers for example, with our entire workflow now digital. All Jadu employees use energy efficient laptops for their primary workstation and all our internal services are entirely cloud-based on AWS, which itself has high carbon neutral targets via the AWS Clean Energy Accelerator program and its commitment to net zero carbon by 2040. We selected Amazon largely for its commitment to using renewable energy in all its data centres and the focus on efficiency and continuous innovation across the AWS global infrastructure, with an aim of powering all AWS operations with 100% renewable energy by 2025.
• Covid-19 recovery:

  Covid-19 recovery

  Jadu has launched a number of strategies to support communities through the pandemic. We launched the Jadu Library shortly before the first national lockdown. The Jadu Library is an open source repository for sharing of forms, case type workflows and other assets to enable the sharing and rapid delivery of digital services. The library saw a significant increase in community generated content and engagement during Covid where Business Grant processes; track and Trace; and Recycling Bookings were new processes that could be developed and shared among the Community, removing the need for every Jadu customer to create their own version of the process. Birmingham City Council deployed all COVID-19 response services leveraging their Jadu Digital Service Platform and many of these forms and workflows were then donated to the Jadu Library for others to leverage. Equally, the council leveraged assets made available by other authorities to accelerate their delivery of local services during the pandemic. The Jadu Library now has hundreds of Forms, Workflows and Service Patterns available for any Local Authority using the Jadu Platform to freely download and use. ; ; We also introduced a bereavement policy design to support any employees who may have suffered a bereavement (for any reason) as well as a suite of mental health support packages to support employees with professional care. Based on feedback from a number of UK based employees, we also opened a scaled down collaborative workspace where employees can go to work in a covid safe environment.
• Tackling economic inequality:

  Tackling economic inequality

  As a small business, Jadu provides a wealth of opportunity for both employees and potential employees who may face challenges in building a career in software engineering. We have a flexible working policy which enables parents and carers as well as employees with disabilities and long term illnesses to work around their commitments to life, family, health and wellbeing. ; ; Jadu also promotes the generation of wealth through actively seeking to employ potential team members in areas where there are potential local challenges. When the invasion of Ukraine had started, Jadu created an infrastructure where we could easily employ Ukrainian refugees displaced by the War as well as Ukrainians in and around the Ukraine.
• Equal opportunity:

  Equal opportunity

  Jadu is an equal opportunities employer. We have built and maintained an open and accepting, diverse culture that accepts people regardless of disability, sexuality, gender, or ethnicity - or of their abilities, skills, ideas or personal choices. With a strong belief in values (our values are well documented https://www.jadu.net/culture ) we seek to create a fair and equal place to work, and prioritise employee happiness over profit. ; ; We’ve based our values and directives on the delivery of public services and all the profit Jadu makes is immediately re-invested into strengthening our community of Local Government users. This approach has kept Jadu an independently owned business committed to delivering outstanding technology for Local Authorities to engage with citizens and other stakeholders. ; ; We employ team members all over the world and ensure all our team have equal opportunities as well as compensation and benefits. ; ; Jadu is also a world leader in creating inclusive, accessible web experiences. Many Jadu design websites have reached WCAG AA compliance and in some cases, WCAG AAA and many have also won awards for accessibility. Not only are the websites we deliver world class when it comes to accessibility, our software itself is designed to be accessible across a broad range of disabilities. Our belief is that all web technology should be accessible to the highest standard for public use by citizens of all abilities and for internal use by staff of all abilities. ; ; Built using responsive web design techniques and best practice in accessibility, the platform fully supports our customers' aims for an inclusive economy. In particular, easy low cost delivery of inclusive, accessible websites and content for community projects, growth initiatives and commercial projects that generate wealth within the economy.
• Wellbeing:

  Wellbeing

  Jadu’s team is filled with the world’s most dedicated, passionate people who want to be inspired and inspire others through the work they do. As an employer it's our responsibility to maintain that ethos by providing care and support as well as understanding and listening with empathy. We take pride in our support frameworks designed to foster positive mental health, a focus on family and work-life balance as well as a respectful environment to express ideas and contribute to our organisation. ; ; We provide unlimited professional mental health support as well as private healthcare. Our bereavement policy enables employees to take substantial paid sabbaticals from work to help rebuild as well as phased return to work plans. Our support policies for Maternity and Paternity as well as personal health reflect our investment in our greatest asset - our team. ; ; It’s a recognition of us all as individuals, who thrive when we have the resources that meet our own unique needs. That’s why Jadu offers all kinds of ways to experience well-being, confidence and satisfaction. Because when our people feel good, they feel like they can do their best work and live their best life. We work hard to influence customers and partners through building relationships and through clear communication, as well as by promoting the benefits of taking a generous and empathetic approach to leadership. We encourage giving and charitable work and focus our efforts to include all our employees as well as customers and partners in these efforts.

Pricing

• Price: £3,725 an instance a month
• 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 sales@jadu.co.uk. Tell them what format you need. It will help if you say what assistive technology you use.