IEG4 Limited

OneVu - Citizen Engagement Portal

OneVu is a no-code/low-code platform enabling councils to maximise digital transformation channel shift by providing an intuitive citizen experience. Inbuilt CRM, eForms, EDMS, workflow, message broadcasting, Wellbeing functionality, real-time progress-tracking, notifications and alerts, sophisticated back-office integrations e.g. Council Tax, Benefits, Business Rates, Housing, Licensing, Waste Services. Reduces avoidable contact.

Features

• Local Authority Digital Transformation toolkit - no code council control
• 'my account' customer account single sign-on via social media/email/mobile
• Personalised and customisable FAQ for individual citizens, mobile-responsive
• Ability to search for online forms/pre-populate/save for later
• Self-serve, track requests, check progress, SLAs - all digital 24/7
• Generic and dynamic Broadcast function for highly personalised citizen engagement
• Sophisticated integration with back-office systems where APIs are available
• Integral functionally-rich workflow and EDMS functionality
• End-to-end transactions, facilitates avoidable contact, speedier service
• Wellbeing functionality to enable effective self-serve social prescription

Benefits

• Quick, simple sign-up procedures ensure high levels of take up
• Personalised information and progress checking removes need to contact council
• Customisable cards provide citizens with personalised Council Citizen Portal
• Citizens can access all departments with one login, end-to-end transactions
• Citizens can access the information they need quickly
• Mobile-responsiveness, and great UX and CX, promotes wider take-up
• Open Process enables Councils' own processes to be built
• Citizen alerts via SMS, email, WhatsApp, FB Messenger encourages take-up
• Gov.UK Notify integration means SMS/letters costs are reduced
• Access to LGaaP provides 'Council in a box' for forms

£10,000 to £337,500 a licence a year

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 Stephen.ferry@ieg4.com. Tell them what format you need. It will help if you say what assistive technology you use.

Framework

G-Cloud 13

Service ID

318002105571197

Contact

Stephen Ferry
+44 7808016977
Stephen.ferry@ieg4.com

Service scope

• Software add-on or extension: No
• Cloud deployment model: Public cloud
• Service constraints: None.
• System requirements: Access to the internet via a modern browser

User support

• Email or online ticketing support: Email or online ticketing
• Support response times: Service desk working hours are Monday to Friday 09:00 to 17:00 (excluding bank holidays). ; Support targets, with response/ resolution in working hours only, are as follows:; Category A1 - target response time 2 hours; target resolution 24 hours; and; Category A2 – target response time 3 hours; target resolution 36 hours; and; Category B1 - target response time 4 hours; target resolution 48 hours; and; Category B2 – target response time 4 hours; target resolution 60 hours; and; Category C - target response time 4 hours; target resolution 7 days.; ; IEG4 reserves the right not to resolve Category C items.
• 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: IEG4 has a single standard support model applicable to all customers. This standard model is included in the annual fees. ; IEG4 operates a manned helpdesk (core business hours 09:00 – 17:00, Monday to Friday) and customers contact the support team via either telephone, email or a web-based call logging (which is available on 24*7*365 basis) @ https://help.ieg4.com. ; Each service request is recorded electronically and assigned a ticket number. We have a team of staff dedicated to handling service desk requests with specialist resources, for each of our products, available for more complex issues. This ensures requests are dealt with by qualified development staff who understand the software in detail and have the means to correct it at code level, where that route enables speedy resolution; ; Service desk requests are assigned to 1 of 6 categories ; ; 1. A1 Software unusable for significant number of accounts or citizens;; 2. A2 Software unusable for limited number of accounts or citizens;; 3. B1 Function impacted for significant number of accounts or citizens;; 4. B2 Function impacted for limited number of accounts or citizens;; 5. C Minor or cosmetic issue;; 6. D Question or request.; ; We do provide account manager but not cloud support engineer.
• Support available to third parties: Yes

Onboarding and offboarding

• Getting started: Online training, user documentation and telephone support will be used.
• Service documentation: No
• End-of-contract data extraction: JSON extracts of all data provided.
• End-of-contract process: JSON extracts of all data made available for download, provided at no additional cost.

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: None
• Service interface: No
• User support accessibility: WCAG 2.1 AA or EN 301 549
• API: Yes
• What users can and can't do using the API: Council officers can set up other services such that can use the OneVu API framework to read information from legacy back office systems.
• API documentation: Yes
• API documentation formats: Open API (also known as Swagger)
• API sandbox or test environment: Yes
• Customisation available: Yes
• Description of customisation: Personalised Citizen data displayed can be configured and presentation wording customised by councils.; Councils can build their own FAQs.; Citizen 'golden record' built by the citizen via 2 factor authentication; Appropriate permissions are managed by the council.; Communications to Citizens can be personalised and templates customised by the council.; The customer is responsible for administering user permissions.

Scaling

• Independence of resources: IEG4 cloud hosting provides the isolation between our infrastructure and other users. Within our infrastructure each of our customers database has its own guaranteed performance level via the service quota. The same applies to web sites, where customer share a website we monitor the usage and can scale up/out as demand increases. Users with bigger demands are placed on their own dedicated server.

Analytics

• Service usage metrics: Yes
• Metrics types: Usage statistics (review)
• Reporting types: Reports on request

Resellers

• Supplier type: Not a reseller

Staff security

• Staff security clearance: Other security clearance
• Government security clearance: Up to Baseline Personnel Security Standard (BPSS)

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: 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: Encryption of all physical media
• Data sanitisation process: Yes
• Data sanitisation type: 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: For users of electronic forms data collated can be sent as XML or PDF of form image. Each graphical report data can be exported as CSV. Off boarding data is supplied in JSON.
• Data export formats:
  • CSV
  • Other
• Other data export formats:
  • XML
  • JSON
• Data import formats: Other

Data-in-transit protection

• Data protection between buyer and supplier networks: TLS (version 1.2 or above)
• Data protection within supplier network: Other
• Other protection within supplier network: Microsoft Azure includes a robust networking infrastructure to support application and service connectivity requirements. Network connectivity is possible between resources located in Azure, between on-premises and Azure hosted resources, and to and from the Internet and Azure.

Availability and resilience

• Guaranteed availability: Availability Percentage for the relevant Service of 99% in each whole Month.
• Approach to resilience: Services hosted in Microsoft Azure which has certification to store and process UK OFFICIAL government data. Data is Geo-Replicated in two data centres more than 50 miles apart. Hot standby duplicate set up is maintained within the alternate data centre.; ; A process for the development and maintenance of a Services Continuity Management (SCM) is in place for the Azure environment. The process contains a strategy for the recovery of Azure assets and the resumption of key Azure business processes. The continuity solution reflects security, compliance and privacy requirements of the service production environment at the alternate site
• Outage reporting: Public dashboard.

Identity and authentication

• User authentication needed: Yes
• User authentication: Username or password
• Access restrictions in management interfaces and support channels: Functionality within applications is restricted by user groups. A users username and password has one or more associated groups which limits their functionality access.
• Access restriction testing frequency: Less than once a year
• Management access authentication: Username or password

Audit information for users

• Access to user activity audit information: You control when users can access audit information
• How long user audit data is stored for: At least 12 months
• Access to supplier activity audit information: No audit information available
• How long system logs are stored for: Less than 1 month

Standards and certifications

• ISO/IEC 27001 certification: Yes
• Who accredited the ISO/IEC 27001: BSI
• ISO/IEC 27001 accreditation date: 21/07/2015
• What the ISO/IEC 27001 doesn’t cover: Services outwith Microsoft data centres.
• ISO 28000:2007 certification: No
• CSA STAR certification: Yes
• CSA STAR accreditation date: 29/09/2016
• CSA STAR certification level: Level 3: CSA STAR Certification
• What the CSA STAR doesn’t cover: Services outwith Azure datacentres.
• PCI certification: No
• Cyber essentials: Yes
• Cyber essentials plus: Yes
• Other security certifications: No

Security governance

• Named board-level person responsible for service security: Yes
• Security governance certified: No
• Security governance approach: A clearly identified, and named, representative who is responsible for the security of the cloud service. Access to cloud service is limited by role and necessary requirements to provide the service.
• Information security policies and processes: Access to cloud services is restricted by role and controlled by our development director, who has direct escalation procedures to the Managing Director.

Operational security

• Configuration and change management standard: Supplier-defined controls
• Configuration and change management approach: We have release and source control process's to manage cloud service provision and change management.
• Vulnerability management type: Conforms to a recognised standard, for example CSA CCM v3.0 or SSAE-16 / ISAE 3402
• Vulnerability management approach: Microsoft Antimalware for Azure cloud services is a real-time protection capability that helps identify and remove viruses, spyware, and other malicious software. ; Distributed denial-of-service defenses. To protect its cloud services, Microsoft provides a distributed denial-of-service (DDoS) defense system that is part of the Azure continuous monitoring and penetration-testing processes. Azure uses standard detection and mitigation techniques such as SYN cookies, rate limiting, and connection limits to protect against DDoS attacks
• Protective monitoring type: Supplier-defined controls
• Protective monitoring approach: Relevant sources of information relating to threat, vulnerability and exploitation are monitored. Microsoft’s Security Response Center (MSRC) regularly monitors external security vulnerability awareness sites. As part of the routine vulnerability management process, Microsoft evaluates our exposure to these vulnerabilities and leads action across Microsoft to mitigate risks when necessary. ; This is in compliance with ISO 27001. “Control of technical vulnerabilities” is covered under the ISO 27001 standards, specifically addressed in Annex A, domain 12.6.
• Incident management type: Supplier-defined controls
• Incident management approach: Microsoft has developed robust processes to facilitate a coordinated response to incidents if one was to occur and contractual obligations in the Data Processing Agreement require Microsoft to notify customers promptly in the event of a breach affecting their data. The process is validated through the ISO 27001 audit provisions provided by the service. Security incidents may include, but are not limited to: e-mail viruses, malware, worms, denial of service attacks, unauthorized access, and any other type of unauthorized, or unlawful activity involving Microsoft computer networks or data processing equipment.

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

  The IEG4 product suite is entirely digital, and therefore no carbon is used in our products. Indeed, as digital by default services which supplant more traditional communication channels, our products have the additional benefit of driving down e.g. use of paper and the need to travel to Council Offices to resolve issues.; ; The ability and experience of IEG4 in entirely remote implementation of digital, cloud-based solutions with clear outcome-focused plans, eliminates the need for travel, reducing CO2 emissions, air, and noise pollution. Newcastle City Council implemented OneVu, Citizen Engagement Platform, during the height of the pandemic completely remotely, which meant that no IEG4 team member travelled to Newcastle and thereby eliminated potential CO2 emissions and pollutants. ; ; To contribute to the ongoing environmentally friendly activities in our office building such as having 100% renewable electricity provided by Smartest Energy, waste recycling offsite, energy efficient LED lighting and providing two electric vehicle charging points to encourage use of electric cars, we will continue to explore other eco-friendly options. We have reduced the use of single-use plastic in the office e.g. by renting a water dispenser which uses less energy than a 100w lightbulb. ; ; Teleconferencing is promoted and encouraged as the primary means of project communication, but should travel be required, IEG4 staff do, use public transport and car-share whenever possible. This further strengthens the commitment IEG4 makes in investing in, protecting, and creating a cleaner environment.
• Covid-19 recovery:

  Covid-19 recovery

  In response to the changes and challenges of recovering from the impacts of the pandemic, IEG4 will provide work opportunities where able to, and can provide training to appointed organisational employees, who can then share their knowledge with others in order to support personal development and increase their chances of securing employment. The use of this facility through ‘Champions’ and ‘Community Hubs’ is actively encouraged by IEG4. During and since the pandemic IEG4 has created employment and hired employees from sectors with known skill shortages (e.g. Software Development and Marketing). We also look, if hosting an event in an area, to utilise local skills to support us, for example, using local college students/community groups to promote our event through their hospitality, media skills, etc. and providing real-life experiences to support their studies, wellbeing and purpose. ; ; To support the physical and mental health of people affected as a result of Covid-19, IEG4 has a solution that focuses on place-based care. Encouraging and promoting proactive prevention and enabling citizens to utilise and access services local to them that are personalised to their needs and interests, thereby reducing further demand on health and care services.
• Tackling economic inequality:

  Tackling economic inequality

  At IEG4, we are aware of economic inequality in and between societies. We have, and continue to donate to charities, many of which address and tackle such economic inequality. IEG4 donations include monetary, material and time donations to local clothing and food banks. IEG4 team members also regularly volunteer their time within their own communities and ‘contribution’ is a strong personal value for many of our team members. ; ; IEG4 has always and continues to offer placements and work experience through its relationship with organisation such as Manchester Metropolitan University (MMU) and The University of Manchester. For example, we have had three placements from MMU join our marketing team and indeed one of our current team joined permanently from MMU. ; ; IEG4 also recognises the digital disadvantages that result in relation to economic inequality. IEG4 has previously encouraged and supported digital take-up, reaching out to the digitally excluded, and provided digital devices to a number of our customer sites (e.g., Newcastle City Council, London Borough of Southwark) in order to incentivise digital citizen engagement and reduce the digital divide. ; ; We have also engaged in mentoring initiatives such as Mission Include, specifically aimed at promoting equality, and can offer local school/college information sessions which can be conducted virtually, to promote technology and STEM to students or provide assistance on some of the basic skills expected in the modern work environment.
• Equal opportunity:

  Equal opportunity

  Inclusivity for all is a core element of IEG4’s Community values and this is a strong feature of all our collaborative projects. We do not discriminate and operate comprehensive policy-based governance to ensure equal, fair, and inclusive treatment for all. IEG4 is committed to acting ethically and with integrity in all our business dealings and relationships. We expect the same high standards from all our stakeholders including our supply chain.; ; IEG4 support and encourage in-work progression within our team, and where appropriate and applicable at our customer sites. This can include development on specific topics such as Microsoft Azure which we facilitate through our partnership with Microsoft. Providing training through organisational ‘Champions’ and ‘Community Hubs’ that increases knowledge and provides opportunities for personal development and career progression is something we actively support.
• Wellbeing:

  Wellbeing

  IEG4 understands the importance of good health and wellbeing and continually promotes this to its team and stakeholders. Commitments made and activities around this include hybrid working to promote work/life balance, signing up to the Mental Health at Work Commitment, flexible working hours, inviting external individuals and companies to run wellbeing sessions and offering ‘Community Days’ where IEG4 team members can make positive contributions to their community and support their personal wellbeing. As a team we have also taken part in fundraising physical opportunities, such as ‘Run in the Dark’. ; ; IEG4 encourages and facilitates a working environment that enhances environmental wellbeing through activities such as recycling, procurement of recycled products, encouraging use of public transport and providing vehicle charging points at our offices.

Pricing

• Price: £10,000 to £337,500 a licence a year
• 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 Stephen.ferry@ieg4.com. Tell them what format you need. It will help if you say what assistive technology you use.