Oneserve Ltd

Oneserve Enterprise Field Service Management

Oneserve’s unified field service management platform gives visibility and control of data and field service operations. Optimised with built-in communications for mobile teams. Oneserve handles the entire lifecycle of any job across all housing/commercial facilities with intelligent scheduling, invoicing and IoT for Legionella Monitoring in Water systems/fire safety monitoring.

Features

  • Workflow Builder
  • Scheduling and Dispatch
  • Mobile Working
  • Forms and Surveys
  • Parts and Stock Control
  • Asset Management
  • Customer Management
  • Workforce Management
  • Finance and Analytics
  • Predictive Field Service

Benefits

  • Build streamlined, automated workflows for high quality and consistent processes.
  • Automatically plan and optimise schedules to achieve optimum productivity.
  • Using mobile apps, your team can access everything they need.
  • Design bespoke forms/surveys to electronically capture important information.
  • Track parts, automate stock replenishment and integrate with suppliers.
  • Track the status and analyse the performance of all assets.
  • Automate communications and achieve efficiencies for a better service delivery.
  • Optimise your business processes for consistent, collaborative and productive working.
  • Manage budgets and use collated data to generate actionable insights.
  • Predict failures before they happen by leveraging big data.

Pricing

£10 to £60 a licence a month

  • Free trial available

Service documents

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@oneserve.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

2 6 7 2 0 3 8 0 7 9 4 3 8 4 2

Contact

Oneserve Ltd Sales Department
Telephone: 01392367367
Email: sales@oneserve.co.uk

Service scope

Software add-on or extension
No
Cloud deployment model
Public cloud
Service constraints
No constraints that fall outside of standard operating parameters. These parameters are discussed in detail with all clients, i.e. periods for critical scheduled maintenance, etc. We do not enforce constraints based on technology outside of support for modern browsers versions.
System requirements
  • Service is consumed via web browsers.
  • We support all modern browser versions.

User support

Email or online ticketing support
Email or online ticketing
Support response times
Between 1/2 hour to 16 hours depending on ticket severity
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
Enterprise customers receive support in accordance with our standard SLAs.

This provides direct portal support, direct telephone support to our dedicated support team and access to our help centre documentation. Support hours are 7:30am to 5:30pm Monday to Friday as standard, but extended services are available on request and at a charge.This includes out of hours support for urgent issues and Saturday support.

All customers are allocated a dedicated Client Success Manager, who will meet and/or contact customers at agreed intervals to ensure they maximise the benefits of Oneserve and to ensure we understand their business direction, requirements and expectations.
Support available to third parties
Yes

Onboarding and offboarding

Getting started
Oneserve offer ‘Positioning’ training to ensure the end users understand the system and the context to which their decisions apply.

During project implementations we deploy a team to site to work directly with in-house teams to work through agreed sections of configuration, building integration and testing.

We use Conference Room Prototypes (CRP) to reduce the risk to a project. The process visualises validating requirements and design at the early stages, helping compress timelines and improve user adoption. We provide comprehensive detailed specification, functional and technical solution design together with intricate process maps and workflows. Each of these ensure all processes are easy to understand with step-by-step information, actions and outputs.

We also provide online help guides via our help centre and pre release notes to share new functionality in advance of an upgrade. Onsite/offsite training can also be purchased as required.
Service documentation
Yes
Documentation formats
  • HTML
  • PDF
End-of-contract data extraction
Oneserve provide a Data Cut and copy of file system either by SFTP or encrypted on a removable data device provided by the customer.
End-of-contract process
After the customer has given notice, Oneserve will liaise with the customer to arrange transfer of their data. Once a date and the mechanism for providing the data has been established, the data will be returned and the system switched off. Data will be archived and can be requested or restored at a later date for a charge.

Using the service

Web browser interface
Yes
Supported browsers
  • Internet Explorer 11
  • Microsoft Edge
  • Firefox
  • Chrome
  • Safari
  • Opera
Application to install
Yes
Compatible operating systems
  • Android
  • IOS
  • Linux or Unix
  • MacOS
  • Windows
Designed for use on mobile devices
Yes
Differences between the mobile and desktop service
Our mobile service displays and formats our product using a responsive design that dynamically adjusts to mobile screen sizes.
Service interface
No
User support accessibility
None or don’t know
API
Yes
What users can and can't do using the API
Our API’s support an extensive array of functions (too many to simply list). Our API’s support user/contact, organisation, job, appointment, activity, asset, part creation, amendment and delete. All customers can be provided API access, subject to specific requirements. Access is controlled via auth and token methods. API’s support RESTful, JSON and XML methods.
API documentation
Yes
API documentation formats
  • HTML
  • PDF
API sandbox or test environment
Yes
Customisation available
Yes
Description of customisation
Both the term, volume of licences (users) and product/service functionality can be varied to meet client needs.

Scaling

Independence of resources
All of our customer application instances operate within their own isolated containers, thus separated from our customer workloads or data cross-access attempts or impacts.

Analytics

Service usage metrics
Yes
Metrics types
Service uptime, performance (APDEX scores), service quality, incident timings, responsiveness, support statistics.
Reporting types
  • Real-time dashboards
  • Regular reports

Resellers

Supplier type
Not a reseller

Staff security

Staff security clearance
Staff screening not performed
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
Yes
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 SSAE-16 / ISAE 3402
Data sanitisation process
No
Equipment disposal approach
A third-party destruction service

Data importing and exporting

Data export approach
Export via; (a) standard product functionality, (b) through a bespoke data-cut service or (c) via Oneserve standard support functions.
Data export formats
CSV
Data import formats
  • CSV
  • ODF
  • Other
Other data import formats
  • XLS
  • XML
  • JSON

Data-in-transit protection

Data protection between buyer and supplier networks
  • TLS (version 1.2 or above)
  • IPsec or TLS VPN gateway
  • Other
Other protection between networks
TLS v1.2 or above (no forms of lower cipher levels are permitted). To meet specific client requirements, we are able to support IPsec or TLS VPN connectivity. We do not support non SSL connectivity.
Data protection within supplier network
  • TLS (version 1.2 or above)
  • Other
Other protection within supplier network
Using SSL and TLS ciphers, version 1.2 or above.

Availability and resilience

Guaranteed availability
We target service availability of 99.5% for the contracted service window.
Approach to resilience
Our services operate in controlled data centre hosting environments managed by Rackspace. All systems are architected using clustered methods with no single points of failure. We also operate a secondary data centre environment which is provisioned and ready to support customer usage as required, for the purposes of supporting DR.
Outage reporting
Email alerts.

Identity and authentication

User authentication needed
Yes
User authentication
  • Public key authentication (including by TLS client certificate)
  • Dedicated link (for example VPN)
  • Username or password
Access restrictions in management interfaces and support channels
All access is person and role specific as agreed between ourselves and each client. Restricted access is controlled via either username/password, token or PKI methods.
Access restriction testing frequency
At least once a year
Management access 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
Between 6 months and 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
British Standards Institute (BSi)
ISO/IEC 27001 accreditation date
21/10/2009
What the ISO/IEC 27001 doesn’t cover
Our back-office sales, marketing & finance functions.
ISO 28000:2007 certification
No
CSA STAR certification
Yes
CSA STAR accreditation date
07/03/2017
CSA STAR certification level
Level 3: CSA STAR Certification
What the CSA STAR doesn’t cover
None
PCI certification
No
Cyber essentials
Yes
Cyber essentials plus
No
Other security certifications
Yes
Any other security certifications
ISO/IEC 27001:2013

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
Cyber Security Essentials for all business, product and service functions. We and our secure data centre hosting partner are accredited to ISO27001.
Information security policies and processes
We operate a cross-selection of information security policies, managed and enforced at board level including; starters & leavers, acceptable use policy, information awareness policy, information security policy etc. We periodically verify staff awareness and compliance to our policies, supported at executive level.

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
All application, code, configuration, build and environment change follows an agreed and standardised change recording and approval process. We operate multiple controlled environments; development, test, UAT and production (including a separate DR environment) to ensure all changes are verified and tested prior to being released to client or production systems/services. All exceptions are tracked and reviewed.
Vulnerability management type
Conforms to a recognised standard, for example CSA CCM v3.0 or SSAE-16 / ISAE 3402
Vulnerability management approach
We adopt a 3-phase approach to vulnerability management. (a) we review all high-risk vulnerabilities on a daily basis (day zero threats) and apply actions accordingly, (b) we undertake vulnerability assessments on a quarterly basis using our own engineering resources which aligns to our quarterly release cycles and (c) we engage annually (at least) with our CHECK/CREST accredited partner to undertake vulnerability testing on our business and products/services.
Protective monitoring type
Conforms to a recognised standard, for example CSA CCM v3.0 or SSAE-16 / ISAE 3402
Protective monitoring approach
Our protective monitoring solution is managed via AlertLogic and our hosting provider, Rackspace. This is a 24x7 managed services monitoring all of our estate, products and services. They employ standard operating procedures, and undertake remedial and communication actions as required specific to the event detection. This is escalated to Oneserve engineering staff immediately on detection and also escalated to senior management immediately. The incident is managed between Oneserve and the Rackspace AlertLogic operations team to remediation or conclusion. Our customers are informed within 72 hours.
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
We operate a technical and customer support desk for all service incidents. Incidents that cannot be resolved by our support desk will be immediately escalated to the relevant 2nd, 3rd or 4th line team or partner. The support desk team manage the life of the service incident to conclusion. Our customer is informed periodically and/or when support activities/changes take place, until full remedy. Any service incident causing impact to more than a single customer or remaining unresolved for longer than 1hr, are escalated to senior management immediately and a major incident support process triggered.

Secure development

Approach to secure software development best practice
Conforms to a recognised standard, but self-assessed

Public sector networks

Connection to public sector networks
No

Social Value

Fighting climate change

Fighting climate change

Oneserve’s stated purpose is to contribute to improving the lives of people in Social Housing, so we take the climate change fight very seriously.

The primary objective of the system itself is to increase the efficiency of an organisation’s filed based team, typically the largest carbon contributor, improve customer relations and increase organisational compliance.

By leveraging our system to make our customers more efficient, driving fewer miles, making fewer repeat visits and generating significantly less waste, we are able to make tangible benefits to reducing an organisation's carbon footprint, both directly, and throughout their supply chain.

Oneserve's solutions are hosted in the cloud with Amazon Web Services. AWS is focused on efficiency and continuous innovation across their global infrastructure, as they continue on the path to powering operations with 100% renewable energy by 2025.
Covid-19 recovery

Covid-19 recovery

Not applicable
Tackling economic inequality

Tackling economic inequality

Oneserve is the only dedicated SaaS Field Service Management system. Our entire system is predicated upon the use of Innovate, disruptive and scaleable technologies that are future-proofed to exponentially modernise delivery and increase organisational productivity, in the case of field-based operations, typically between 25% - 60%.

Our UK based team have a demonstrable record in delivering innovative and disruptive solutions to the Housing Sector, including the use of IoT devices and employing machine learning to reduce wastage.

Additionally, as a business with a strong moral purpose, and one that believes that all business ought to be conducted as if people and place mattered and that, through their products, practices, and profits, businesses should aspire to do no harm and benefit all; we are in the process of seeking B-Corp accreditation.

B Corp Certification is a designation that a business is meeting high standards of verified performance, accountability, and transparency on factors from employee benefits and charitable giving to supply chain practices and input materials. In order to achieve certification, a company must:
- Demonstrate high social and environmental performance by achieving a B Impact Assessment score of 80 or above and passing our risk review.
- Make a legal commitment by changing their corporate governance structure to be accountable to all stakeholders, not just shareholders.
- Exhibit transparency by allowing information about their performance measured against B Lab’s standards to be publicly available on their B Corp profile on B Lab’s website.
Equal opportunity

Equal opportunity

Oneserve is an equal opportunity employer and is fully committed to a policy of treating all of its employees and job applicants equally. We avoid unlawful discrimination in all aspects of employment, including recruitment and selection, promotion, transfer, opportunities for training, pay and benefits, other terms of work, discipline, selection for redundancy and dismissal.

Oneserve takes all reasonable steps to employ, train and promote employees based on their experience, abilities and qualifications without regard to age, disability, gender reassignment, marriage and civil partnership, pregnancy and maternity, race (including colour, nationality, ethnic or national origins and caste), religion or belief, sex or sexual orientation.
Wellbeing

Wellbeing

Not applicable

Pricing

Price
£10 to £60 a licence a month
Discount for educational organisations
No
Free trial available
Yes
Description of free trial
Limited access to a standard configuration giving you an indication of the look, feel and usability of the software with access to preconfigured workflows and dummy data. As we are configurable, it will not represent a delivered solution. Our software is configured around your own business processes. Access timescales negotiable.

Service documents

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