TotalMobile

Totalmobile Environmental Services

Totalmobile is a market leader in Environmental and mobile workforce management technology, helping organisations deliver higher quality services while reducing costs. Delivered via capabilities which include, works order management, real-time dynamic schedule, job management, IoT integration, and both real time and predictive analytics linked to a lone worker protection capability.

Features

• Mobile Workforce Management: manage tasks, provide job information, data capture
• Scheduling; automated and dynamic optimisation of schedules of multiple employees
• Asset management and integrated cyclical maintenance with job costing
• Work order management with time capture, job costing, contractor management
• Business Intelligence/Analytics; real-time reporting on field & operational performance.
• Lone worker: app based, fall protection, automated response-centre, hardware alarms
• IoT solutions: automated actionable outcomes, sensor-based data analytics
• Shift pattern design, roster management, training records, time-sheet entry/shift swap
• Digitalisation of records: compliance records, work completed, audit capability
• Job Management; integrated processes, align resources, enable management by exception

Benefits

• Workforce Capacity; increase field service capacity by at least 30%
• Reduce costs; minimise overheads with improved processes. Removing unnecessary tasks
• Compliance: enforce field worker safety and reduce corporate liability
• Consistency of service; increase customer satisfaction with improved SLA performance
• Business Agility; real time mobile workforce management and scheduling
• Remove paper-based administration and re-entering of information
• Evaluate Field Performance; workforce management analytics and trend analysis
• Asset compliance, ensure correct cyclical maintenance
• Consistency of service; improved SLA performance and consistency of outcome
• Efficiency: lower costs through increased team efficiency

£0 to £0 a unit a second

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

Framework

G-Cloud 14

Service ID

315949822349806

Contact

Annemarie Steele
02890330111
annemarie.steele@totalmobile.co.uk

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: CRM, ERP, Business Process Management (BPM), Case Management
• Cloud deployment model: Public cloud
• Service constraints: No
• System requirements:
  • Supported browser
  • IOS
  • Android
  • UWP mobile operating systems

User support

• Email or online ticketing support: Email or online ticketing
• Support response times: After an incident is raised via the online portal, the Customer Support team endeavour to provide a response within one hour for priority 1 incidents. Response time for other priority incidents are shown in response to question 75.
• 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: Target Response Time in Prime Service Hours:; Priority 1: 1 Hour ; Priority 2: 4 Hours ; Priority 3: 6 Hours ; Priority 4: 8 Hours ; Target Resolution Time in Prime Service Hours:; Priority 1: 1 Working Day (Prime Service Hours Only) ; Priority 2: 3 Working Days (Prime Service Hours Only) ; Priority 3: 5 Working Days (Prime Service Hours Only) ; Priority 4: 10 Working Days (Prime Service Hours Only)
• Support available to third parties: Yes

Onboarding and offboarding

• Getting started: Self service provisioning by customers can be supported. For SaaS, provisioning will be performed by Totalmobile.
• Service documentation: Yes
• Documentation formats:
  • HTML
  • PDF
• End-of-contract data extraction: In conjunction with the general process in place for the destruction of data, materials and equipment in the case of a contract ending, we would also apply and implement any additional processes for the destruction or transfer of materials and equipment in line with defined contractual agreements or customer requirements as applicable. We anticipate that such arrangements will be outlined and agreed within either our central contractual agreement with a customer, or within a specific security annex or schedule or will be defined and agreed upon during the withdrawal of the contract.
• End-of-contract process: Staff will be notified of a change in circumstances of a customer contract, including termination, on an as-required basis. Offboarding interviews with the Customer are scheduled to ensure that timeframes are agreed and to ensure that the customer has no ongoing support needs.

Using the service

• Web browser interface: Yes
• Supported browsers:
  • Internet Explorer 11
  • Microsoft Edge
  • Firefox
  • Chrome
  • Safari
• Application to install: Yes
• Compatible operating systems:
  • Android
  • IOS
  • MacOS
  • Windows
  • Windows Phone
• Designed for use on mobile devices: Yes
• Differences between the mobile and desktop service: None
• Service interface: Yes
• User support accessibility: None or don’t know
• Description of service interface: Totalmobile provides an SDK (software Development kit) which includes, message schema, documentation, example messages, code samples & libraries. We provide a range of integration technology options including Web Services (SOAP, RESTful), Application API’s, file exchange options including XML, CSV or fixed width as well as direct database integration.; ; .
• Accessibility standards: None or don’t know
• Description of accessibility: The service is accessed by either web browsers or mobile apps. The mobile application is a native app that can utilise the accessibility built into both iOS & Android.
• Accessibility testing: None
• API: Yes
• What users can and can't do using the API: Users can use the API is to integrate Totalmobile with other software applications. The API is used to enable the transfer of data to and from 3rd party applications.
• API documentation: Yes
• API documentation formats:
  • Open API (also known as Swagger)
  • HTML
• API sandbox or test environment: Yes
• Customisation available: Yes
• Description of customisation: Totalmobile Solutions are configured by service consultants and system administrators. Configurable elements of a Solution include forms, folio, tasks, workflow, reports, templates, integration, mappings and additional properties and reason codes.

Scaling

• Independence of resources: By adhering to configuatration and implementation best practices. The software is load tested to support specific user numbers and can be scaled accordingly.

Analytics

• Service usage metrics: Yes
• Metrics types: We will report on database sizes as there will be fair usage policies or limits defined, depending on the service signed up for. Additional services can be purchased that will report on the number of messages; that can broken down by day, week, month, year & including message queue monitoring.
• Reporting types:
  • API access
  • Real-time dashboards
  • Reports on request

Resellers

• Supplier type: Not a reseller

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)
• 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 CHECK service provider
• Protecting data at rest:
  • Physical access control, complying with another standard
  • Encryption of all physical media
• 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: We do not have a single, central process in place for transitioning services to another supplier/provider, Totalmobile maintain services until the confirmed cut-over point. In terms of the transition to another provider, we recognise that movement of contracts are typically unique in nature with varying customer requirements in each instance, therefore precluding a one-size-fits-all approach. Within this context, and unless a defined transition plan has been detailed in existing contractual documentation, we would establish a formal transition plan with the customer to ensure that service provision is maintained and transition is seamless.
• Data export formats: Other
• Other data export formats:
  • XML messages containing all transactional information
  • XSLT2 and pushed to existing webservices
  • An OData feed can also be used to consume data
  • Support the ability to create adaptors
• Data import formats: CSV

Data-in-transit protection

• Data protection between buyer and supplier networks: Legacy SSL and TLS (under version 1.2)
• Data protection within supplier network: Legacy SSL and TLS (under version 1.2)

Availability and resilience

• Guaranteed availability: Resilient Firewalls (included as standard) – 100% SLA LAN / Core Network – 100% Internet DC ports – 99.95% SLA Infrastructure as a Service (IaaS) – 99.99%
• Approach to resilience: A full business continuity and disaster recovery plan is in place to ensure continuance and resilience of provided services which is subject to recurring testing. In addition to this, proactive monitoring, maintenance and patching/updating is carried out to ensure that infrastructures are maintained to the highest and most recent possible standards.
• Outage reporting: A communication plan is contained within the overall BCP/DR documentation. This stipulates timescales, communication methods and responsible parties for contacting impacted parties about outages affecting the service. This will typically leverage existing points of contact for customers, such as account managers.

Identity and authentication

• User authentication needed: Yes
• User authentication:
  • 2-factor authentication
  • Username or password
• Access restrictions in management interfaces and support channels: Access permissions to data is controlled based on role and responsibility, with any additional access permissions needing to be formally requested, reviewed and approved prior to application to a user account. This applies to both internal Totalmobile staff and customers accessing our systems. Logical separations are in place to reduce the risk of cross-customer access.
• Access restriction testing frequency: At least every 6 months
• Management access authentication:
  • 2-factor authentication
  • 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: User-defined
• Access to supplier activity audit information: Users have access to real-time audit information
• How long supplier audit data is stored for: User-defined
• How long system logs are stored for: User-defined

Standards and certifications

• ISO/IEC 27001 certification: Yes
• Who accredited the ISO/IEC 27001: Exova BMTrada
• ISO/IEC 27001 accreditation date: 28/10/2018
• What the ISO/IEC 27001 doesn’t cover: The scope of our ISMS as certified to the ISO27001:2013 Standard excludes customer-implemented, on-premise hosting environments, which will be governed and managed directly by the customer organisation. All other aspects of the provision of mobile software solutions, including where Totalmobile provide hosting, are included.
• ISO 28000:2007 certification: No
• CSA STAR certification: No
• PCI certification: No
• Cyber essentials: Yes
• Cyber essentials plus: Yes
• Other security certifications: Yes
• Any other security certifications: HMG Cyber Essentials Certificate

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: Our core information security policies and processes are aligned to the stipulated requirements of the ISO27001:2013. Standard and include risk assessment, internal auditing, non-conformance and corrective action planning and physical security controls in conjunction with more granular functional policies and processes as outlined within Annex A of the ISO27001:2013 Standard. In alignment with GDPR & the Data Protection Act 2018 we have updated and amended our Data Protection and Compliance Policies.

Operational security

• Configuration and change management standard: Supplier-defined controls
• Configuration and change management approach: Deployed in line with the ISO27001:2013 standard, with particular reference to controls A12.1.2(Change Management) and control objective A14 (System Acquisition, Development and Maintenance). Adherence and application of these controls is regularly monitored through internal and external auditing inline with our ISO27001:2013 Certification. Requested changes(including those raised by customers) are subject to review and approval from senior or otherwise authorised member of staff prior to implementation. This review will be used to define and document timescales for implementation, potential impacts caused while the change is being made, required resources and fallback plans. Records of requested/actioned changes are retained for reference/auditing purposes.
• Vulnerability management type: Supplier-defined controls
• Vulnerability management approach: Vulnerabilities are identified internally through threat modelling and testing(Development utilising OWASP and other known threat and vulnerability review processes),through external penetration testing and by automated error reporting. Vulnerabilities and issues are prioritised according to a severity rating system and cycled into the Development lifecycle for resolution- fixes and patches are issued immediately once ready. Severity is established based on end-user impact(which provides an intrinsic link into vulnerability management considerations).Priority will typically be given to items causing site-outages, data loss issues and particularly where an issue has been flagged either internally or externally as a potential security or data privacy risk.
• Protective monitoring type: Supplier-defined controls
• Protective monitoring approach: Internally, proactive monitoring of network activity is managed/maintained directly by our IS Team to enable rapid identification/response to concerns and issues. This also enables our IS Team to head-off potential issues before they're able to have a significant impact on ongoing operations. From a product/service perspective, active crash and bug reporting are in place to similarly enable the identification of issues with the service and therefore enable impact on service users to be considered and appropriate action to resolved and implemented. Prioritisation and resource allocation placed towards the resolution of identified bugs is similar to that described for Vulnerability Management.
• Incident management type: Supplier-defined controls
• Incident management approach: Incidents are routed through the Totalmobile ISO for review, assessment and instigation of the Incident Management Process as defined in our Incident Management Policy, co-ordinating with end-user customers where required.This incident management process consists of several stages,including implementation of short-term containment actions,root cause analysis and implementation of corrective actions. This process is aligned to the controls outlined within AnnexA of the ISO27001:2013 Standard. Customers and end-users may raise incidents directly to the ISO or through the Support Desk. Where an incident impacts or has been raised by a customer,they will be included in the distribution list for supplementary incident reports.

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: Yes
• Connected networks:
  • Public Services Network (PSN)
  • NHS Network (N3)

Social Value

• Social Value:

  Social Value

  • Fighting climate change
  • Covid-19 recovery
  • Tackling economic inequality
  • Equal opportunity
  • Wellbeing

  Fighting climate change

  Making Change Measurable ; ; In 2022, Totalmobile established our Environmental, Social, and Governance (ESG) strategy which now serves as the cornerstone of our continued growth. By integrating ESG principles into our operations, we strive to build a more sustainable, equitable, and ethical future for our customers, employees, and communities. ; ; Our Goal: Net-Zero Operations by 2030 ; ; Driven by our ESG Steering Committee, our agenda is focused on becoming an even more ethical and sustainably conscious business. The Committee takes the lead on reviewing important areas such as carbon emissions, fine-tuning policies we can all stand by, and attracting, recruiting, and keeping a diverse team of skilled individuals who prioritise well-being and opportunity. With ambitious goals in mind, we’re making steady progress towards a brighter future for the planet, our colleagues, clients, and the communities we touch. ; ; Digital Sustainability ; ; Partner with Suppliers who are transparent about their greenhouse gas emissions and ideally using 100% renewable tariffs. ; ; Continually assess and optimise the cloud estate, minimising redundant services and systems ; ; Implement “clean code” practices and strategically schedule data-related tasks such as backups. ; ; Sustainable Facilities ; ; Focus on energy conservation to enhance energy efficiency and reduce costs across all office spaces. ; ; Collaborate with landlords to transition all locations to a 100% renewable electricity tariff by 2030. ; ; Remote Working ; ; Totalmobile Group believe that there are many benefits to Remote working, it allows employees to achieve a work life balance that is right for them, increases productivity and also benefits the environment by reducing travel and therefore reducing our carbon footprint. ; ; All project management and internal meetings relating to this project will be facilitated online via Microsoft Teams. ; ; Where travel is required as part of delivery workshops for this project, we encourage our staff to utilise public transport and carpool where possible.

  Covid-19 recovery

  Post Covid recovery, Totalmobile implemented a number of processes to ensure the continuity of service and employee support when working remotely: ; ; We migrated all employee contracts to home based with travel to office locations available for specific tasks and business requirements. ; ; Expanded our HR policies and procedures to support Employee health and wellbeing with regular work and social events hosted virtually and 24 hour HR online support. ; ; Performed assessments of home office environments and provided additional equipment and furniture where needed to meet our Heath & Safety requirements. ; ; Enhanced existing Business continuity processes and practices to ensure seamless service transition to full time remote capability. It is noted that the use of Totalmobile applications, particularly when hosted in a cloud environment, are not predicated or reliant upon the Totalmobile headquarters.

  Tackling economic inequality

  Totalmobile Apprenticeship Scheme ; ; Based in Rochdale, an area that sits in the bottom ten of UK cities on several social deprivation measures, including higher than average levels of unemployment, we provide high quality employment opportunities with 90% of our employees being based in the Greater Manchester area. By working closely with local education and employment providers Rochdale Sixth form, Hopwood College and Rochdale Training in order we have employed a number of apprentices from the Greater Manchester area. ; ; Totalmobile Employment Practices ; ; At Totalmobile, employees are salary based and we do not use zero hour contracts for any of our employees. We offer flexible and family friendly working practices for all workers from day one of employment. Totalmobile oppose the use of fire and rehire practices. ; ; We undertake all our software development within the UK, and we do not outsource any aspect of our daily business activities overseas.

  Equal opportunity

  Totalmobile is committed to promoting equality and eliminating unlawful discrimination, and we are aiming to achieve diversity in the range of people we involve. ; ; A women's networking group was set up to provide a space for all the women in the business to come together to network and also discuss issues they felt were important and begin to examine potential barriers women face. In relation to recruitment, we focused on gender and how we could encourage more women to join Totalmobile. For this we try to ensure that there is a woman present on every first stage interview where possible to present a more welcoming impression to women at an early interview stage. ; ; In 2023 we expanded our women's networking group to be a more open networking group to allow others to join to discuss topics such as gender and ethnicity in the workplace. ; ; To ensure people within the company feel included and seen we provide updates Companywide information sessions which inform people about important events such as Ramadan, Black History Month and Diwali explaining their history and why they are celebrated. ; ; For every job we advertise we use the following statement: Here at Totalmobile, we want all of our employees to feel valued, appreciated, and free to be who they are at work. We are committed to an inclusive workforce that fully represents many different cultures, backgrounds, and viewpoints. We are dedicated to supporting inclusion and diversity at Totalmobile. We actively celebrate colleagues’ different abilities, sexual orientations, ethnicity, faith, and gender. Everyone is welcome and supported in their development at all stages of their journey with us.

  Wellbeing

  Employee Wellbeing is a vital component in creating a safe and vibrant environment under which individuals can thrive. During the Covid pandemic it has been especially important to ensure staff are supported as their working environments and pressures have changed. Totalmobile have recognised these challenges and utilised the whole range of multi-media technology to enhance the levels of communication across the company. For example: ; ; Fortnightly All Hands from our Board. ; ; Friday Evening Virtual drinks to maintain an online community spirit. ; ; Community Site for all employees to share both work and non-work events. ; ; Access to 24hr HR Online Support. ; ; MS Teams Social Group for sharing good news stories. ; ; Recognition Page to nominate exceptional work by teammates. ; ; Staff and family members are also provided with our lone worker protection application, Protect, backed up by our dedicated team in the Alarm Response Centre. This solution is provided to BS8484 2016 and ISO9001 2015 Gold certification. ; ; In addition to this we have a more formal support programme – The Employee Assistance Programme which provides employees with easy access to confidential counselling and information services to assist in coping with personal, work, financial or legal issues. Counselling and information services are available from a range of professional counsellors, psychotherapists and information specialists. The following services are available: ; ; Specialist Information Service. ; ; Telephone information. ; ; Face-to-face counselling. ; ; The telephone line for assistance is available 24 hours a day, 365 days a year.

Pricing

• Price: £0 to £0 a unit a second
• 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 annemarie.steele@totalmobile.co.uk. Tell them what format you need. It will help if you say what assistive technology you use.