ABAVUS LIMITED

Abavus - Service Desk and Case Management

Service Desk and Case Management enables councils to manage service requests, incidents and cases through a single digital back-office. The module supports SLA-driven service requests, secure case handling, role-based access controls, audit trails and automation, helping teams improve back-office efficiency and service delivery.

Features

• Unified service request and case management interface
• Configurable workflows for any request or case type
• SLA tracking and priority-based case handling
• Role-based access controls and data security
• Full audit trail and case history visibility
• Integrated online forms for case and request creation
• Automation of tasks, notifications and escalations
• Management reporting and operational analytics
• API and web services for third-party integration
• Seamless integration with CRM and Mobile Working

Benefits

• Improves back-office productivity and efficiency
• Reduces manual handling through workflow automation
• Ensures consistent handling of service requests and cases
• Improves compliance through audit trails and access control
• Supports SLA performance monitoring and accountability
• Provides staff with complete case context in one view
• Reduces reliance on spreadsheets and offline tools
• Accelerates resolution times for customer enquiries
• Integrates easily with existing council systems
• Rapid deployment with minimal configuration effort

• Free trial available

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

Framework

G-Cloud 15

Service ID

293713000635892

Contact

Darren Bird
0208 530 2505
info@abavus.co.uk

About your service

• Service categories:

  Applications

  Customer relationship management

  • Customer service
• Multi cloud support: No

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: This component forms part of our complete Abavus My Council Services digital platform. It can be used standalone or used in conjunction with some or all of our other Abavus modules.
• Cloud deployment model: Private cloud
• Service constraints: The Service is intended to be available 24 hours a day, 7 days a week except for: (a) any planned downtime which includes monthly maintenance every Saturday between the hours of 3:00a.m. GMT to 5:00a.m GMT, (b) emergency maintenance if deemed necessary and (c) down time caused by an event of force majeure. Abavus will use commercially reasonable efforts to notify Customers a minimum of seven (7) days in advance of downtime planned for a Standard Maintenance Window.
• System requirements:
  • Supported browser is the only requirement
  • Microsoft Edge, Chrome, Safari, Firefox, and mobile versions

User support

• Email or online ticketing support: Yes
• Support response times: Within maximum of 4 hours. Standard support terms do not include weekends. Weekend and out of hours support available by separate negotiation with Abavus Ltd.
• User can manage status and priority of support tickets: Yes
• Online ticketing support accessibility: WCAG 2.2 AA
• 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: Full range of support is provided as part of the annual subscription to the hosted products. Any non standard support requirements are agreed through separate negotiation with the client. All clients have access to a technical account manager.
• Support available to third parties: Yes

Onboarding and offboarding

• Getting started: Abavus provides a comprehensive onboarding service for every client. This includes but is not limited to the following aspects and deliverables: Mutually agreed project plan that will vary in detail and complexity based on the size and scope of the project. An agreed delivery of onsite training with accompanying training aids to support ongoing learning. Access to remote screen casting troubleshooting sessions and configuration support with a qualified technical account manager. Access to our standard support service via telephone, email and online ticketing capability. An onboarding project would also typically include some element of onsite consulting delivery to assist with any aspect of process review, platform configuration and technical configuration as required. Onsite consulting delivery is a separately chargeable service and would be agreed in advance with the client.
• Service documentation: Yes
• Documentation formats:
  • HTML
  • PDF
• End-of-contract data extraction: All contracts with our clients clearly state that the data held in the hosted instance belongs to the client. Abavus Ltd is registered with the Information Commissioners Office (ICO) as a data processor. As a standard part of the platform, tools exist that allow clients to extract their data in flat file format at any time during their contract period.
• End-of-contract process: At the end of a contract period, if a client does not wish to continue with use of the service, the secure instance of the service for that client will be inaccessible. We will have worked with the client prior to this to ensure they have retrieved any required data from the platform. Once the client has retrieved any data from the platform, the instance will be deleted and the data will also be deleted (unless subject to any legal requirement to maintain data, securely archived, for any period of time).
• Documentation accessibility standard: WCAG 2.2 AA

Using the service

• Web browser interface: Yes
• Supported browsers:
  • Microsoft Edge
  • Firefox
  • Chrome
  • Safari
  • Opera
  • Other
• Application to install: No
• Designed for use on mobile devices: Yes
• Differences between the mobile and desktop service: The public-facing service and back-office interfaces are fully responsive and can be accessed through modern mobile browsers on smartphones and tablets, with layouts adapting to smaller screens for ease of use. In addition, dedicated Mobile Working applications are provided for field operatives, offering task lists, photo and evidence capture, and simplified workflows optimised for on-site use. Desktop access provides a fuller administrative experience, with advanced configuration, reporting, and management tools.
• Service interface: Yes
• User support accessibility: WCAG 2.2 AA
• Description of service interface: We provide multiple service interfaces designed for different user groups. Customer-facing interfaces include secure, web-based self-service portals where residents and businesses can submit applications and service requests, upload evidence, track progress, and receive updates. Back-office interfaces are used by administrators, customer services staff, and service teams to manage cases, workflows, decisions, and communications, with role-based access controls. In addition, mobile interfaces are available for field operatives through mobile-optimised web access and dedicated Mobile Working applications, enabling task management, data capture, and evidence submission while on site.
• Accessibility standards: WCAG 2.2 AA
• Accessibility testing: Our interfaces are tested to ensure compatibility with commonly used assistive technologies and built-in accessibility tools. The web-based customer and back-office interfaces are designed to work with modern screen readers and are tested using browser-level accessibility features and assistive tools available in major operating systems and browsers, including keyboard navigation. Interfaces are also tested with browser zoom, text-only views, and high-contrast modes to confirm that layouts remain usable without loss of functionality. Mobile interfaces and Mobile Working applications are tested against native accessibility features on supported devices, such as screen readers and system-level accessibility settings. Feedback from accessibility testing is used to refine interface behaviour and improve overall usability for users with differing accessibility needs.
• API: Yes
• What users can and can't do using the API: My Council Services offers a web services based API. The API is a separately licensed product subscription available via G-Cloud on an annual subscription. Clients can use the API to poll the My Council Services database at regular intervals and to securely extract data relating to Service Requests, Tasks or Cases in order that it is available to third-party systems. Web APIs can include SOAP, WSDL, JSON, XML. Internal web services are RESTful. The My Council Services web services API is controlled in terms of security and access.
• API documentation: Yes
• API documentation formats: Open API (also known as Swagger)
• API sandbox or test environment: Yes
• Customisation available: Yes
• Description of customisation: All areas of the platform can be customised to the individual client's preferences using configuration-based tools. These configuration tools cover most user-facing areas of the product from form design through to themes, colours, workflow and rules for automation. Access to the entire platform is governed via Role Based Access Control (RBAC). Individual roles can be configured by the client with differing levels of privilege that allow for increased or decreased configuration capability.

Scaling

• Independence of resources: Our technical infrastructure is made up of a tenanted solution designed to scale system resources dynamically based on demand. This is achieved through specific cloud-based services and configuration that automatically adjusts system resources required in response to real-time usage. Load balancing distributes incoming traffic across multiple areas to maintain speed and reliability. Failover systems reduce service interruptions, so if one component fails another can take over to maintain service continuity. Continuous monitoring of system performance identifies issues for resolution before they impact users.

Analytics

• Service usage metrics: Yes
• Metrics types: My Council Services offers a useful array of real-time platform usage metrics. These include but are not limited to the following: Service Request dashboard (tabular, chart and map-based reports). Customer usage reports (tabular, chart and map/geographical boundary-based reports). Detailed analytics (configurable reports on detailed service request, task and case management data).
• Reporting types:
  • API access
  • Real-time dashboards
  • Regular reports
  • Reports on request
• Resource tagging: No
• FOCUS resource tagging: No

Resellers

• Supplier type: Reseller providing extra support
• Organisation whose services are being resold: ITouchVision Ltd

Staff security

• Staff security clearance: Other security clearance
• Government security clearance: Developed Vetting (DV)

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: Managed by a third party
• Penetration testing frequency: At least every 6 months
• Penetration testing approach: In-house
• Protecting data at rest:
  • Physical access control, complying with another standard
  • Encryption of all physical media
  • Scale, obfuscating techniques, or data storage sharding
• Data sanitisation process: Yes
• Equipment disposal approach: In-house destruction process
• Data sanitisation type: Deleted data can’t be directly accessed / Cryptographic Erasure

Data importing and exporting

• Data export approach: Clients (UK Public Sector organisations) can extract their data from the platform at any time in a flat file format (e.g. CSV). Where a client instance is integrated to any third party application via web services, specific ranges of data will be extracted to separate database applications at a frequency that can be set by the client (e.g. every 15 or 30 minutes).
• 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: Contractually assured availability with the following clause: Availability. The Service is intended to be available 24 hours a day, 7 days a week except for: (a) any planned downtime which includes monthly maintenance every Saturday between the hours of 3:00a.m. GMT to 5:00a.m GMT, (b) emergency maintenance if deemed necessary and (c) down time caused by an event of force majeure. Abavus will use commercially reasonable efforts to notify Customer seven (7) days in advance of downtime planned for a Standard Maintenance Window.
• Approach to resilience: The following measures are in place to ensure resilience of the platform: Firewall - Database never exposed beyond internal firewall Penetration Testing - Regular penetration tests are performed at least every 20 days. Any relevant outcomes are immediately evaluated and acted upon Source code encryption - Encrypted binary source code deployed to app preventing reverse engineering from hackers SSL - Secure Sockets Layer (SSL) used for all communication & Web services Private Key Encryption - Private key shared between app & server to encrypt data packets. Our DR suite can be operational by way of a failover and will support all core services. System is clustered for High Availability & Load Balancing. Clustering at DB layer & Application server layer. More detailed security and resilience information is available upon request.
• Outage reporting: Any disruption to service or outage will automatically picked up by the My Council Services 'Pulse Checker' capability. This monitors performance of the core platform and monitors the activity between My Council Services and any third party system integration. The occurrence of any out of tolerance event that has the potential to disrupt service delivery will be picked up by the My Council Services 'Pulse Monitor' service. This service runs 24/7 and monitors both core platform performance and the activity levels of any integration points between My Council Services and third party applications. Any disruption to service, beyond defined tolerance levels, will trigger an email alert and phone call to key authorised, technical personnel. In turn, once any disruptive event is identified, notifications are triggered to the Abavus Technical Account Management team who will liaise with clients to advise.

Identity and authentication

• User authentication needed: Yes
• User authentication:
  • Multi-Factor Authentication (MFA)
  • Public key authentication (including by TLS client certificate)
  • Identity federation with existing provider (for example Google Apps)
  • Username or password
  • Other
• Other user authentication: Anonymous user access to customer-facing elements is available upon request.
• Access restrictions in management interfaces and support channels: My Council Services is equipped with comprehensive Role Based Access Control (RBAC). RBAC allows for the configuration of highly detailed access and login privileges. RBAC will effectively govern which individual users can access management interfaces and / or support channels. RBAC governs both a user’s ability to access areas of functionality and also a user’s ability to access specific data fields.
• Access restriction testing frequency: At least every 6 months
• Management access authentication:
  • Multi-Factor Authentication (MFA)
  • Public key authentication (including by TLS client certificate)
  • Identity federation with existing provider (for example Google Apps)
  • 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 have access to real-time 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

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: Abavus has a full range of documented security policies and associated processes that enable the business to ensure effective security. These include the following: Incident management processes Security incident definition (published internally) Personnel security checks and employment checks Secure development policies Supply chain security check and review Third party supplier risk assessment General risk assessment.
• Software Security Code of Practice: Yes

Operational security

• Configuration and change management standard: Supplier-defined controls
• Configuration and change management approach: There is a well-documented process and methodology that is in place to help the organisation manage the process of change and development in relation to the My Council Services platform. Within specific client projects and implementations there may be bespoke changes and developments that form part of the wider project delivery. In this context change management is a mutually agreed and documented process. Changes that have an effect on product functionality will be subject to the same process as listed below. Any planned changes are subject to change impact assessment. Development Link Testing User Acceptance Testing Demonstration Pre-Production Production.
• Vulnerability management type: Supplier-defined controls
• Vulnerability management approach: There is a well tested and documented set of processes that enables Abavus to adequately manage potential and perceived vulnerability. These include: Vulnerability assessment Vulnerability monitoring Vulnerability mitigation prioritisation Vulnerability tracking Vulnerability mitigation timescales.
• Protective monitoring type: Supplier-defined controls
• Protective monitoring approach: Protective monitoring covers how both the vendor is enabled to identify potential compromises and how the vendor enables users to identify and make the vendor aware of potential compromises. Specific processes that monitor for vulnerabilities: Firewall - Full audit data captured and prioritised Penetration Testing - Penetration tests are performed at least every 20 days. Any relevant outcomes are immediately evaluated and acted upon Best practice measures are in place and regular testing is conducted after every version upgrade to protect against SQL injection. Full audit information captured and prioritised. All identified vulnerabilities are prioritised and immediate action is taken.
• Incident management type: Supplier-defined controls
• Incident management approach: Abavus has documented incident management policies and associated processes that enable the business to ensure effective identification and management of any qualifying occurrence. These include the following: Incident management processes Incident definition (published internally) Third party supplier risk assessment & incident identification General risk assessment.
• Post-quantum cryptography secure: No

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 v4.0)

Public sector networks

• Connection to public sector networks: No

Pricing

• Discount for educational organisations: No
• Free trial available: Yes
• Description of free trial: Trial episodes can be arranged direct with the vendor.

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: 0%
• Between £1,000,001 and £2,500,000: 0%
• Between £2,500,001 and £5,000,000: 0%
• Over £5,000,001: 0%

Non-mandatory Standards and certifications

• ISO/IEC 27001 certification: Yes
• Who accredited the ISO/IEC 27001: IMSM
• ISO/IEC 27001 accreditation date: Friday 19 September 2025
• What the ISO/IEC 27001 doesn’t cover: The following control clauses are not applicable to Abavus Ltd:; 8.4 - Access to source code.; 8.25 - Secure development lifecycle.; 8.27 - Secure system architecture and engineering principles.; 8.28 - Secure coding.; 8.29 - Security testing in development and acceptance.; 8.30 - Outsourced development.; 8.31 - Separation of development, test, and production environments.; 8.33 - Test information.
• ISO 28000:2022 certification: No
• ISO 9001 certification: No
• Quality management systems (QMS): Yes
• CSA STAR certification: No
• PCI certification: No
• Cyber essentials: Yes
• Please provide your Cyber Essentials Certificate Number: E69a156b-b673-40c0-a2be-7207f5dbe058
• Cyber essentials plus: Yes
• Please provide your Cyber Essentials Plus Certificate Number: 6abe3d4a-770d-4dad-8fb4-2045e767f72c
• 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

    • New or retained jobs on the contract workforce in the relevant area that meet the criteria set out in MAC 1b, 1c and 1d
    • Plans to engage the contract workforce in deciding the most important workplace issues to address
    • 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
    • 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
    • Plans for an appropriate income replacement policy for staff who are required to spend time away from work to care for a sick dependent or close relative
    • 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: 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 2: Skills for growth: Supporting growth sectors and addressing skills gaps.

    • Support for educational attainment relevant to the contract, including training schemes that address skills gaps and result in recognised qualifications
    • Delivery of apprenticeships, supported internships and T Level industry placement opportunities (Level 2, 3 and 4+) in relation to the contract

  • 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 3: Resilient, innovative and flexible supply chains: Support economic growth through enabling resilient businesses, opportunities for small businesses and voluntary, community and social enterprises

    • Understanding of local demographics, needs and opportunities for the co-design of the goods, services and works to be delivered under the contract
    • Measures to involve local stakeholders and/or users in design (e.g. in the design of services, systems, products or buildings)
    • Measures to engage users and communities and build relationships to increase community integration build trust and influence how the contract is delivered
    • Plans to respond flexibly and adapt approaches to community engagement and initiatives

  • Mission: Make Britain a clean energy superpower: To cut bills, create jobs and deliver security with cheaper, zero-carbon electricity by 2030, accelerating to net zero

    Policy Outcome 4: Sustainable procurement practices: Reducing carbon footprints, minimising waste, and promoting the use of clean energy and green technologies.

    • Understanding of opportunities for additional environmental benefits delivery in the performance of the contract, including working towards net zero carbon emissions and use of clean energy and green technologies
    • Delivery of additional environmental benefits through the performance of the contract, including working towards net zero carbon emissions and use of clean energy and green technologies

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