JONES LANG LASALLE LIMITED

FM:Systems – Digital Workplace Solutions

FMS is an integrated suite of technology solutions that cover a range of CRE enterprise technology. Example solutions are: Portfolio Management, Space Management, Capital Projects, Maintenance Management, Asset Management, Sustainability and Risk, Workplace Experience, Space Utilisation & Analytics, Reservations & Way-finding. JLL Technologies is the largest FM:Systems implementation partner globally.

Features

• Standard best practice workflows, screens, data fields & user profiles
• Real estate, space utilisation, maintenance, soft services & analytical solutions
• Real-time visual reporting; financial, operational & strategic
• Highly developed space optimisation and analytical engine
• Advanced room and resource scheduling capability
• Mobile solutions for workforce management & employee productivity
• Fully scalable application with secure hosting services
• Web-based, no local installation, mobile optimised platform
• Fully certified delivery practice, extensive implementation experience across sectors
• Truly customer centric hyper-care; delivery, support, account management

Benefits

• Unlock opportunities through sophisticated data science and machine-learning algorithms
• Deliver enhanced customer service, reduce costs and improve performance
• Rapid Time-to-Value; multi-module enterprise system easily deployed in 3-6 months
• COTS fully functional, integrated software suite for utmost ROI
• Central platform; understand & visualise true estate performance
• Management analytics; enabling enhanced service delivery and strategic planning
• Helps to reduce bottom-line costs whilst improving top-line revenue
• Guarantee & audit statutory & legislative compliance across the estate
• Become part of a vast & engaged user community

£35,000 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 christine.houghton@eu.jll.com. Tell them what format you need. It will help if you say what assistive technology you use.

Framework

G-Cloud 13

Service ID

308089482885693

Contact

Christine Houghton
020 7493 4933
christine.houghton@eu.jll.com

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: FM:Systems Platform (Workplace, Employee and Analytics) integrates with other key client systems such as ERP, Talent Management (HCM), Finance, GIS mapping, CAD. BIM and IoT systems
• Cloud deployment model:
  • Public cloud
  • Private cloud
  • Hybrid cloud
• Service constraints: There are no current constraints.
• System requirements:
  • Fully web-based solution
  • Works on all common browsers

User support

• Email or online ticketing support: Email or online ticketing
• Support response times: According to published SLAs.
• User can manage status and priority of support tickets: No
• 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: Per agreed SLAs. ; ; In general all accounts are assigned a designated CAFM Admin who will be the single point of contact. The CAFM Admin will have the support of the entire implementation team if needed for PTO/Technical Questions/Researching Issues. Severity 1 (Critical Support) call back in < 30 minutes, target resolution < 8 hours; Severity 2 (Standard Support) call back in < 8 business hours, target resolution < 16 business hours; Severity 3 (Non-Critical Support) Call back in < 16 business hours, target resolution in < 5 business days; Severity 4 (Enhancement Support) call back in < 24 business hours, target resolution < 10 business days.
• Support available to third parties: No

Onboarding and offboarding

• Getting started: JLL has a proven, client driven methodology that is focused on meeting agreed business priorities and rapid early benefits realisation.
• Service documentation: Yes
• Documentation formats:
  • HTML
  • PDF
  • Other
• Other documentation formats: Via Portal
• End-of-contract data extraction: FMS will return the Client Data within a reasonable period in a reasonable and common format upon receiving written instructions from the Client prior to termination or expiration. There may be a nominal fee charged for this – it would be agreed during contract negotiations.
• End-of-contract process: As per the answer above. If the client wanted additional services beyond the supply of data, it would be charged on a time and materials basis.

Using the service

• Web browser interface: Yes
• Supported browsers:
  • Internet Explorer 11
  • Microsoft Edge
  • Firefox
  • Chrome
  • Safari
  • Opera
• Application to install: No
• Designed for use on mobile devices: Yes
• Differences between the mobile and desktop service: There are mobile specific applications/processes, such as field engineers, space management, and room / desk reservation. The web-based solution is based on a “responsive design” approach – so it will always be viable through any standard device.
• Service interface: No
• User support accessibility: None or don’t know
• API: Yes
• What users can and can't do using the API: RESTful services supported via OSLC. Any object can be set up to be manipulated (create, update, delete etc) via API. Integrating with other 3rd party systems are a part of virtually every implementation we do and we are comfortable interfacing with almost any modern software you could be using today. We have a wide range of interfaces & API's, which will vary by solution. The level of integration would be dependent on client requirements.
• API documentation: Yes
• API documentation formats:
  • HTML
  • ODF
  • PDF
• API sandbox or test environment: Yes
• Customisation available: Yes
• Description of customisation: Many changes to the platform can be done via configuration - without coding. It is all accomplished via easy-to-use configuration tools. Users can access and use these tools dependent on their role profile.

Scaling

• Independence of resources: The client environments are logically separated and have resource allocations as required. Usage is constantly monitored and intervention occurs as needed - to prevent issues impacting performance or to add extra resources as needed

Analytics

• Service usage metrics: Yes
• Metrics types: A fully integrated analytics platform and dashboards give you insightful reporting including live service usage views with integrated IoT sensors or the ability to use Wi-Fi and badge data or any analytical source data to determine utilisation and usage metrics. We monitor for key performance metrics to ensure an optimal user experience and detects hardware and resource needs, but not individual usage metrics. Much of this is logged in the audit logs if the client wanted to mine that information. All systems are monitored for key events with alerts setup to notify the hosting and support staff.
• Reporting types:
  • API access
  • Real-time dashboards
  • Regular reports

Resellers

• Supplier type: Reseller providing extra features and support
• Organisation whose services are being resold: FMS

Staff security

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

Asset protection

• Knowledge of data storage and processing locations: Yes
• Data storage and processing locations:
  • United Kingdom
  • European Economic Area (EEA)
  • Other locations
• 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: Another external penetration testing organisation
• Protecting data at rest: Physical access control, complying with CSA CCM v3.0
• Data sanitisation process: Yes
• Data sanitisation type:
  • Explicit overwriting of storage before reallocation
  • Deleted data can’t be directly accessed
• 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: Data can be exported from the solution as excel from tabular reports. Charts can be exported as pdf or images.
• Data export formats:
  • CSV
  • Other
• Other data export formats:
  • .XLS
  • .PDF
  • MS Project
• Data import formats:
  • CSV
  • Other
• Other data import formats:
  • .XLS
  • MS Projects
  • .DWG

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: Traffic is encrypted with HTTPs using TLS 1.2 or greater, all encrypted methods are FIPS 140-2 compliant, and all volumes are BitLockered. Data at rest is encrypted with AWS EBS volume encryption using AES 256.
• Data protection within supplier network: Other
• Other protection within supplier network: We use Symanetc anti-virus. All systems are scanned quarterly by "Nessus", patched monthly, at a minimum and run active AV/IPS software that continually updates. All Systems are hosted behind a set of redundant IPS/IDS systems that are monitored 24x7x365 and (Web Application) WAF firewalls, which are specifically designed to handle up to a gigabyte of service attacks. We continually scan all builds with Veracode both statically and dynamically for vulnerabilities. All systems run current antivirus with IPS, which are continually updated. This is part of our System Security Plan that is annually audited for NIST 800-53 Rev 4 compliance.

Availability and resilience

• Guaranteed availability: Minimum service level for software availability is 99.5% with a goal of 99.9%, which is covered in our SLAs.
• Approach to resilience: FM:Systems partners with Amazon Web Services (AWS) to deliver hosted applications both locally and abroad. With service centers in several geographic regions, Amazon Web Services allows FMS to deliver our cloud platforms to every corner of the globe with maximum reliability, availability, and security.
• Outage reporting: FM:Systems Hosting Services will send a notice four or more days in advance and perform the work within the maintenance windows.; Unplanned outages are reported to the client within 30 minutes during working hours. We also have an online incident response portal that reports planned and unplanned outages. This is handled by Support and covered in our SLA’s.

Identity and authentication

• User authentication needed: Yes
• User authentication: Other
• Other user authentication: SAML, SSO; AD through SAML solution (ADFS, Okta, etc), Internal (.NET SQLRoleProvider), SAML iDP and SPi. Two-factor authentication would be handled by the SSO provider.
• Access restrictions in management interfaces and support channels: We have documented and implemented rules for the acceptable use of customer information and company assets. Only authorised employees have VPN accounts that allow access to hosting resources. Provisioning is based on a need to know basis. Developers do not have access to hosting hardware or VPN access to any of the hosted systems. This is part of our FM:Systems ‘System Security Plan’ that is annually audited for NIST 800-53 Rev 4 low impact compliance.
• 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 receive audit information on a regular basis
• How long user audit data is stored for: At least 12 months
• Access to supplier activity audit information: Users receive audit information on a regular basis
• 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: No
• 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: We have an Information Technology (IT) Security policy that establishes the requirements for the protection of our clients’ information.
• Information security policies and processes: We have an Information Technology (IT) Security policy that establishes the requirements for the protection of our clients’ information.

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: We maintain policies and procedures to manage risks associated with the application of changes to SaaS provision. Details are available on request.
• Vulnerability management type: Conforms to a recognised standard, for example CSA CCM v3.0 or SSAE-16 / ISAE 3402
• Vulnerability management approach: We use Symanetc anti-virus. All systems are scanned quarterly by "Nessus", patched monthly, at a minimum, and run active AV/IPS software that continually updates. All Systems are hosted behind a set of redundant IPS/IDS systems that are monitored 24x7x365 and (Web Application) WAF firewalls, which are specifically designed to handle up to a gigabyte of service attacks. We continually scan all builds with Veracode both statically and dynamically for vulnerabilities. All systems run current antivirus with IPS, which are continually updated. This is part of our System Security Plan that is annually audited for NIST 800-53 Rev 4 compliance.
• Protective monitoring type: Conforms to a recognised standard, for example CSA CCM v3.0 or SSAE-16 / ISAE 3402
• Protective monitoring approach: We monitor for key performance metrics to ensure an optimal user experience and detects hardware and resource needs, but not individual usage metrics. Much of this is logged in the audit logs if the client wanted to mine that information. All systems are monitored for key events with alerts setup to notify the hosting and support staff. Monitoring is used to detect any changes, availability, lack of resources, over use of resources, etc. with automated alerts sent to the hosting department to ensure optimal end user experience. Access only for Hosting. We use SCOM and other monitoring tools.
• 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 have a fully documented Incident Response Policy that is annually trained against and exercised. This is covered in the FM:Systems ‘System Security Plan’ that is annually audited for NIST 800-53 Rev 4 low impact compliance.

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

  JLL is determined to play a full part in mitigating climate change. In addition to our own sustainability target, through the advice and services we provide to our clients, we will work to fulfil our corporate purpose of shaping the future of real estate for a better world.; ; JLL has a net zero carbon target certified by the Science Based Targets initiative (SBTi). In 2021, by signing The Climate Pledge, we committed to achieving net zero carbon emissions by 2040 across all areas of our operations, including the client sites we manage globally.; ; In November 2021, the annual UN Climate Change Conference (COP26) in; Glasgow provided a forum to discuss the fight for climate change. JLL was honoured to attend COP26 and to be appointed as one of the built environment leads for the High-Level Climate Champions team to rally business leadership towards a net zero carbon and resilient built environment. JLL’s efforts included engaging with stakeholders to encourage them to align their climate commitments with the UN Race to Zero campaign.; ; Our conversations at COP26 were focused on the role of commercial buildings in addressing climate change. We welcomed many positive outcomes from COP26. Many countries committed to new net zero targets, with 90% of emissions now covered by; a net zero target. ; ; While COP26 confirmed that the real estate industry is making progress,; there’s still a long way to go. By partnering with the World Economic; Forum, JLL has established 10 Green Building Principles to guide real; estate investors and occupiers on how to implement and achieve their; net zero portfolios. Simplifying the process using a roadmap offers; the potential to accelerate action across every across all industries, asset types and regions.
• Covid-19 recovery:

  Covid-19 recovery

  JLL has a strong commitment to contributing positively to society. During and post the COVID-19 crisis we have supported our employees, our clients and their communities through those challenging times. ; Battles like Covid-19 often help people focus on what's truly important. We are a company comprised of human beings and it is important to understand how a crisis can impact us and how we do business. Covid has raised concerns around employee burnout, safety and well-being, as well as questions about finding and retaining talent.; For employees, JLL’s return-to-work guidance is underpinned by our “Flex for your Day” policy. Flex for your Day is about agreeing where and when work is done in a way which works for the employee role, the team and clients. Flex for your Day empowers employees to agree informal changes to their working pattern with their manager. This includes working from work or a location other than the contracted office and/or temporary flexibility in your usual working hours. ; JLL is also supportive of employees who wish to pursue a formal change to their working arrangements post-Covid and employees may formally request such a change.; As a technology company, JLL is using the latest technology to support the comfort, well-being and security of employees as they return to the office. These include technology for occupancy planning and monitoring, booking resources such as a locker or desk, social distancing, employee experience and office hygiene. At our facilities, JLL promotes social distancing, enhance cleaning protocols, and temperature screening.; In parallel, JLL supports its client by deploying for them technology solutions to ensure the safety of their staff and compliance with local occupancy and health regulations. Our solutions address areas such as managing Covid-19 procedures, ensuring compliance, optimising cleaning, PPE tracking, employee communications and contact management.
• Tackling economic inequality:

  Tackling economic inequality

  We are working with clients and charity partners to make an impact on social issues that matters to us to advance economic inequality. We are focused on contributing to a world where quality of life and social resilience is improved across all communities.; In the UK JLL have partnered with Crisis as our national charity partner since 2017. The partnership raised over £1.28 million to help over 1,300 people into housing, and has seen us collaborate on a range of initiatives to try and create sustainable solutions to end homelessness. ; The partnership has seen JLL lend its property expertise and influence to support Crisis’ Plan to End Homelessness, as well as providing strategic input to Crisis’ Best Practice, Policy, Retail and Senior Management teams. JLL also worked pro bono to establish a new location for the Crisis UK Skylight centres in London and Edinburgh, creating a truly holistic collaboration across all areas of Crisis services and JLL teams.; JLL colleagues climbed mountains, hiked hills and organised countless raffles, bake sales and quizzes for Crisis. Our fundraising specifically funds housing coaches in each of the Crisis Skylight centres across the UK, who are dedicated to giving more people access, support and advice on housing. ; Many JLL staff have also volunteered with Crisis, working directly with people transitioning out of homelessness.; JLL also contributed to a feasibility study for an innovative solution to end homelessness – 'Housing First' – which informed the Government's £28 million investment to Housing First.
• Equal opportunity:

  Equal opportunity

  JLL is committed to a work environment where our people and clients feel valued, welcome and comfortable being themselves. Promoting equality and ensuring we have an inclusive culture where we recognise and address unconscious bias or prejudice – whether involving race, sex, background, disability, sexuality, or other factors - creating a supportive environment that drives innovation, creativity and results.; JLL’s commitment to diversity and inclusion includes initiatives and trainings throughout the year. For example, regions hold unconscious bias trainings, celebrate Diversity & Inclusion Week, Black History Month, National Coming Out Day and International Day Against Homophobia, Transphobia and Biphobia. ; In 2018, we successfully established and committed to a goal to improve representation of females in senior leadership over the next three years. We also developed a three-year global strategy to build a more diverse talent pipeline. We have made considerable progress in gender balance at the executive level, increasing our women in leadership by five points, from 12.9% to 18.1%. Despite the additional pressures on caregivers during the Covid-19 lockdowns, we maintained stability in our gender representation numbers and further committed to developing the internal pipeline of diverse talent: in 2020, women account for 50% of our promotions in executive leadership roles. ; Our global toolkit for LGBTQ and Pride branding, campaign assets and marketing materials enables business and local initiatives.; JLL has published its first Ethnicity Pay Gap (EPG) report in the UK entitled Ethnicity Pay Gap Report 2020: Race Action Plan. As part of the report, JLL has published its Race Action Plan that it has put in place to narrow the EPG. This includes targets to ensure that 15% of employees and 10% of directors are from ethnically underrepresented groups by 2025. JLL wants to ensure it is a place where everyone from all backgrounds and perspectives succeeds.
• Wellbeing:

  Wellbeing

  At JLL, we want our people to feel supported, engaged and healthy. Well-being is critical. This fuels performance and drives business results. We take care of each other. We support our employees and their mental, physical, and financial well-being with our online Well-being toolkit. ; With ongoing programming – including a webinar series, tips and tricks, and e-learning content and beyond – our employees have a library of wellbeing resources at their fingertips (whether they’re in the office or working from home). Webinars include topics for Inspiring Well-Being, Stress Management, Building Resilience, Reducing Financial Risk, Inclusion and Diversity, and Flexible Working. We encourage our workforce to stay in the moment, focus on what you can control, set boundaries, take time to unplug and change your perspective. ; JLL is the first corporate occupier in the world to receive a WELL Portfolio Score from The International WELL Building Institute (IWBI) by applying the WELL Building Standard to its own office portfolio.

Pricing

• Price: £35,000 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 christine.houghton@eu.jll.com. Tell them what format you need. It will help if you say what assistive technology you use.