SOCIETYWORKS LTD

WasteWorks

WasteWorks is a front-end portal designed to simplify online access to local authority waste services, including residential and commercial /trade waste. Designed in partnership with Bromley Council, WasteWorks integrates flexibly with any combination of systems to enable councils to adapt to ever-changing requirements, improve service reputation and reduce avoidable contact.

Features

• Check bin days and download collection schedules to digital calendars
• Make reports and requests about collections—stay informed on progress automatically
• Book, pay for and manage subscriptions (eg. green/bulky/commercial)
• Display real-time or preemptive messaging to prevent avoidable contact
• Lock missed collection reports until crews have finished their routes
• API integration with all major in-cab systems and payment providers
• Adjust messaging within templated responses to improve communication
• Case management for customer services, with a CRM workflow
• Track service levels and identify trends with dashboards and heatmaps
• Progressive web app design—optimised to work on an any device

Benefits

• Eliminates the administration costs associated with avoidable contact
• Closes the feedback loop between you, contractors and residents/customers
• Helps you manage expectations and improve customer satisfaction
• Streamlines the customer journey by keeping everything under one roof
• Builds trust through providing a self-service and frictionless user experience
• Designed to grow with and around changing requirements (eg LGR)
• Facilitates legacy software removal and helps you to go paper-free
• Secure, cloud hosting with fully compliant data protection and privacy
• Ensures your waste service is accessible to all, WCAG compliant
• Robust, best practice digital infrastructure, adhering to government-recommended open standards

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 enquiries@societyworks.org. Tell them what format you need. It will help if you say what assistive technology you use.

Framework

G-Cloud 15

Service ID

270832164003916

Contact

Amelia Nicholas
020 3287 9859
enquiries@societyworks.org

About your service

• Service categories:

  Applications

  Customer relationship management

  • Customer service
  • Contact centre
• Multi cloud support: Yes

Service scope

• Software add-on or extension: No
• Cloud deployment model: Public cloud
• Service constraints: No
• System requirements: None

User support

• Email or online ticketing support: Yes
• Support response times: Within normal working hours our official response rate is 3 hours.
• 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: We offer 3 support levels as defined in our SLA.; ; Critical: requests for errors resulting in the non-availability of the service, e.g. the URL returns an HTTP error code 500. Resolution within 24 hours.; ; Degraded: errors resulting in the non-availability of a subset of the service while the wider service continues to operate. Resolution within 72 hours.; ; Non-Critical: minor bugs that do not substantially affect the service, or minor feature/ content adjustment requests. To be agreed on assessment.
• Support available to third parties: Yes

Onboarding and offboarding

• Getting started: Once you’re signed up, we’ll contact you to arrange a project kick off call where you’ll be introduced to your dedicated project team. During this meeting we'll run through a project overview and what is to be delivered, discuss how we will work together, and outline what we will need from you to get things started. The project kick-off call will be closely followed by a scoping session during which we will ensure stakeholders understand the core functionality of WasteWorks and agree on what is in scope for delivery and whether the rollout needs to be phased.
• Service documentation: Yes
• Documentation formats:
  • HTML
  • PDF
• End-of-contract data extraction: At the termination of the agreement the customer may choose to issue a transfer request which grants the customer sufficient data and rights to operate the service themselves or with a third party. This will be provided in the most appropriate format for ongoing usage.
• End-of-contract process: Either party can terminate service by giving notice to the other that service will cease at the end of the day before an anniversary of the agreement start date. Any notice must be given no less than six (6) weeks before an anniversary of the agreement start date.
• Documentation accessibility standard: WCAG 2.2 AA

Using the service

• Web browser interface: Yes
• Supported browsers:
  • Microsoft Edge
  • Firefox
  • Chrome
  • Safari
  • Opera
• Application to install: No
• Designed for use on mobile devices: Yes
• Differences between the mobile and desktop service: WasteWorks is a progressive web app, optimised to be fully responsive on any device, thus apart from layout there are no differences in functionality.
• Service interface: No
• User support accessibility: WCAG 2.2 AA
• API: Yes
• What users can and can't do using the API: Our services can send and receive data from and to your systems by connecting to your systems’ API key
• API documentation: Yes
• API documentation formats:
  • HTML
  • PDF
• API sandbox or test environment: Yes
• Customisation available: Yes
• Description of customisation: Buyers can customise the look and feel of WasteWorks to meet their brand guidelines and existing online environment. Buyers can also customise the workflow, incorporating whatever waste streams are relevant, and can customise reporting categories through the admin interface.

Scaling

• Independence of resources: The service runs on virtualised servers across multiple locations for resilience and redundancy. Incoming traffic passes through front-end systems that provide security, availability, cacheing and load-balancing.

Analytics

• Service usage metrics: Yes
• Metrics types: Metrics provided include (but are not limited to):; ; Unique users; New users; Returning users; Number of reports; Number of closed/open reports in a time period; Average time to report closed; Number of reports by category; Number of reports by location; Numbers of reports by category by ward; Reporting types; Real-time dashboards
• Reporting types:
  • API access
  • Real-time dashboards
• Resource tagging: No
• FOCUS resource tagging: No

Resellers

• Supplier type: Not a reseller

Staff security

• Staff security clearance: Staff screening not performed
• 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: Yes
• Datacentre security standards: Managed by a third party
• Penetration testing frequency: At least once a year
• Penetration testing approach: ‘IT Health Check’ performed by a CREST-approved service provider
• Protecting data at rest: Physical access control, complying with another standard
• Data sanitisation process: Yes
• Equipment disposal approach: A third-party destruction service
• Data sanitisation type: Explicit overwriting of storage before reallocation / Secure Erase

Data importing and exporting

• Data export approach: WasteWorks provides a data export option that allows users to export CSV without intervention from us. If users require additional formats this can be facilitated.
• Data export formats: CSV
• 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 service levels etc are available under the 'Service Level Agreement' heading of the Terms & Conditions document attached.
• Approach to resilience: Our systems are distributed between multiple data centres for redundancy. Back-end database systems have streaming replication to hot standby instances and back-end file storage is similarly redundant. Systems are monitored for availability, performance and capacity from a remote location 24/7/365.
• Outage reporting: Service outages are reported via email. The status of WasteWorks and any third party integrations can be monitored via our live status page: https://status.societyworks.org/

Identity and authentication

• User authentication needed: Yes
• User authentication: Username or password
• Access restrictions in management interfaces and support channels: Management Interfaces:; We use role-based access controls. Only authorised users have access to management interfaces and only at the level needed for their role.; Connections are secured with TLS v1.2 and above.; ; Support Channels:; Support tickets can only be accessed via authorised users as agreed by the client and supplier
• Access restriction testing frequency: At least once a year
• Management access authentication:
  • Multi-Factor Authentication (MFA)
  • 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: 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: User-defined
• How long system logs are stored for: Between 1 month and 6 months

Security governance

• Named board-level person responsible for service security: Yes
• Security governance certified: No
• Security governance approach: SocietyWorks is a wholly owned subsidiary of mySociety. Information is key to mySociety's continuing business. The management of it is the responsibility of all users of the systems which mySociety provide. All information must only be used for its intended and stated purpose. Information must be protected from its creation, during its useful life, and through its authorised disposal. All information should be maintained in a secure and reliable manner.; ; Compliance with applicable legislation is paramount, and all information must be processed, maintained and disposed of in accordance with the laws relevant to the jurisdiction.
• Information security policies and processes: We maintain a Security Management Plan that covers our approach to security. This can be provided on request.
• Software Security Code of Practice: Yes

Operational security

• Configuration and change management standard: Supplier-defined controls
• Configuration and change management approach: We operate automated configuration management of our systems using Puppet. This ensures that all our systems are kept in a consistent state. The configuration is kept in version control.; ; Configuration and code changes are subject to peer-review via pull requests and reviews against our git repositories. Application code is subject to automated testing and tests must pass before merge and deployment takes place.
• Vulnerability management type: Supplier-defined controls
• Vulnerability management approach: For core system software we run daily checks for security updates and these are usually applied within 1 business day. We have procedures in place for managing emergency patching for remotely exploitable zero-day vulnerabilities should they be discovered in any system components.; ; Where appropriate automated monitoring of codebase dependencies is enabled.
• Protective monitoring type: Supplier-defined controls
• Protective monitoring approach: We check daily for security patches/updates and apply these.; ; We have real-time monitoring that detects common attacks and automatically blocks suspicious activity.; ; We monitor our SSL certificates and have a fully automated system for renewals.
• Incident management type: Supplier-defined controls
• Incident management approach: Incidents categorised related to availability, security or data protection with a severity of 1 (service outage) to 4 (non-service affecting).; Monitoring provides automatic notifications of security or availability issues. P1, P2 and a subset of P3 problems generate alerts 24/7. Other categories generate alerts during business hours.; Security or Data Breach incidents may be reported by third parties, or found by staff during normal operations.; We record logs for major incidents then raise issue tickets once root cause is established or to implement changes Users can report issues via support channels and view service status: https://status.societyworks.org/
• Post-quantum cryptography secure: Yes

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

Pricing

• Discount for educational organisations: No
• Free trial available: No

Discount percentage by annual call-off contract value (excluding VAT)

• Less than £250,000: 0%
• Between £250,000 and £500,000: 0%
• Between £500,001 and £1,000,000: 5%
• Between £1,000,001 and £2,500,000: 10%
• Between £2,500,001 and £5,000,000: 10%
• Over £5,000,001: 10%

Non-mandatory Standards and certifications

• ISO/IEC 27001 certification: No
• ISO 28000:2022 certification: No
• ISO 9001 certification: No
• Quality management systems (QMS): No
• CSA STAR certification: No
• PCI certification: No
• Cyber essentials: Yes
• Please provide your Cyber Essentials Certificate Number: 4f0a3778-5299-4359-a10d-8b8a0cfafabe
• Cyber essentials plus: Yes
• Please provide your Cyber Essentials Plus Certificate Number: 48c4a2e9-bb5c-496f-a768-2c76cd0f1f18
• Other security certifications: No

Social value

• Section B - Commitment for Future: Delivery:

  • Mission: Kick start economic growth. To secure the highest sustained growth in the G7 - with good jobs and productivity growth in every part of the country making everyone, not just a few, better off.

    Policy Outcome 1: Fair work: That offers fair wages and good working conditions. Help people get a job, stay in work, and progress in their careers, with good employment opportunities across the country. Notes: Where there is a large proportion of labour costs in the contract, commercial teams should consider MAC in Outcome 1 as a priority

    • Providing opportunities for, and measuring and monitoring of, staff workforce conditions over time, including employee engagement, involvement in decision-making and satisfaction and adapting to any changes in the results, with clear processes for acting on issues identified
    • Plans to engage the contract workforce in deciding the most important workplace issues to address
    • Ensuring new workers are informed of their right to join a trade union
    • Monitoring of employee engagement rates (by protected characteristic) and, where necessary, the development of actions to ensure all voices are heard across the diversity of the workforce
    • Employment contracts that reflect actual hours worked; steps taken to ensure employees understand their contracts and have the ability to review and adjust them if actual hours regularly exceed contracted hours
    • Activities that support an environment where staff are educated about and feel empowered to report and address bullying and harassment
    • Payment of more than the National Minimum Wage or National Living Wage (as appropriate) to the contract workforce
    • Monitoring and reporting of gender and ethnicity pay gaps and plans to address them where necessary
    • Entitlement to sick pay for the contract workforce, with provision in place for any staff who do not meet the earnings threshold for statutory sick pay, payment of sick pay from day one of absence and payment of staff on the contract workforce who are off sick a replacement income of 100% of their usual earnings for as long as possible
    • Measures to support in-work progression to help people in the contract workforce, to move into higher paid work by developing new skills relevant to the contract
    • Support for educational attainment relevant to the contract, including training schemes that address skills gaps and result in recognised qualifications

  • Mission: Break down barriers to opportunity: By reforming our childcare and education systems, to make sure there is no class ceiling on the ambitions of young people in Britain

    Policy Outcome 6: Employment and training: For those who face barriers to employment

    • Inclusive and accessible recruitment practices, and retention-focused activities, including those provided in the Guide for line managers on recruiting, managing and developing people with a disability or health condition
    • Working conditions which promote an inclusive working environment and promote retention and progression
    • Understanding of the issues affecting inequality in employment, skills and pay in the market, industry or sector relevant to the contract, and in the supplier’s own organisation and those of its key sub-contractors. Measures to tackle inequality in employment, skills and pay in the contract workforce

  • Mission: Build an NHS fit for the future: That is there when people need it; with fewer lives lost to the biggest killers; in a fairer Britain, where everyone lives well for longer.

    Policy Outcome 8: Increasing productivity through physical and mental wellbeing: In the supply chain and communities in the relevant area.

    • Understanding of issues relating to health and wellbeing, including physical and mental health, in the contract workforce
    • Actions to invest in the physical and mental health and wellbeing of the contract workforce

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 enquiries@societyworks.org. Tell them what format you need. It will help if you say what assistive technology you use.