MATRIX BOOKING LIMITED

Matrix Booking - Desk and room booking for defense

Matrix Booking provides booking and workplace management software for defence. Access desk booking, room booking, other resource booking, and visitor management. Operate multi-building and multi-site estates and share buildings with other organisations. Identify savings to free up funds for front-line services.

Features

• Desk booking and hot desk booking system
• Meeting room and other workplace resource booking (for example, parking)
• Visitor management system
• Booking app for the web, iPhone, and Android
• Microsoft 365, Teams, Outlook, Entra ID, SCIM, SSO integration
• Building system integration, including access control, sensors, and digital signage
• Support multi-building and multi-site estates
• Operate hubs: securely share resources with other organisations
• Occupancy and environmental sensors
• Powerful resource booking and workplace analytics

Benefits

• Complete resource booking and management for local authorities
• Support flexible, mobile, and hybrid working
• Help staff find colleagues and book for their team
• Book and check in on-the-spot via QR and NFC stickers
• Integrations enable easy-to-use and easy-to-manage workplaces
• Provide the right blend of workspaces based on usage data
• Identify underused office space to repurpose or sublease
• Optimise building use by sharing with other organisations
• Reduce estates costs to free up funds for front-line services
• Help provide the right workspace for your employees

• 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 sales@matrixbooking.com. Tell them what format you need. It will help if you say what assistive technology you use.

Framework

G-Cloud 15

Service ID

324218609335246

Contact

Public Sector Sales Team
0203 951 8291
sales@matrixbooking.com

About your service

• Service categories:

  Applications

  Collaborative

  • Enterprise community
  • Team collaboration
• Multi cloud support: No

Service scope

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

User support

• Email or online ticketing support: Yes
• Support response times: We respond to tickets within the published SLAs which are:; Priority 1 – 1 working hour; Priority 2 – 4 working hours; Priority 3 – 8 working hours
• User can manage status and priority of support tickets: Yes
• Online ticketing support accessibility: None or don’t know
• Phone support: Yes
• Phone support availability: 24 hours, 7 days a week
• Web chat support: Yes
• Web chat support availability: 9 to 5 (UK time), Monday to Friday
• Web chat support accessibility standard: None or don’t know
• How the web chat support is accessible: Zoho is absolutely committed to delivering WCAG 2.2 Level AA compliance across it's products and already has this for ZOHO DESK, ZOHO CRM and ZOHO FORMS and is actively working on completing this for the other modules, including Matrix Booking Support Chat (powered by ZOHO SALESIQ).; ; Zoho SalesIQ is designed with accessibility in mind, offering features like keyboard navigation (Tab, Shift, Enter), screen reader compatibility, customizable font sizes/colors, and optimized forms/controls, making it usable for people with various disabilities, though its integration with accessibility apps can further enhance the experience for users with cognitive or visual needs. For more information please visit: https://www.zoho.com/salesiq/accessibility.html
• Web chat accessibility testing: Testing is currently underway by Zoho and all available results will be published.
• Onsite support: Yes, at extra cost
• Support levels: Matrix Booking will work with customers to set up the support process during the implementation process. 1st Level support is provided by the customer help desk or service desk. Matrix Booking development and professional service teams provide 2nd and 3rd level support for the application. Client service desks have access to the Global Service Management desk via the support portal. A 24-hour emergency phone line is also available for Priority 1 issues. All standard support for Matrix Booking is included in the subscription costs. Matrix Booking provide a service delivery manager for all Enterprise accounts.; ; For clients looking for additional levels of support, the Admin as a Service (AaaS) is also available and priced based on the number of resources.
• Support available to third parties: Yes
• AI chatbot: Yes

Onboarding and offboarding

• Getting started: Matrix Booking is designed as a powerful, yet simple-to-use resource booking solution and we've had a wealth of customer feedback. They deploy it to their staff and say it immediately becomes part of their everyday routine as it's so easy to pick up and use.; ; However, recognising that all customers are different and all our customers' staff members have differing needs, we have a variety of options available for you. We have plenty of documentation (for example, setup guides or troubleshooting articles) on our Support Portal that you can download.; ; Additionally, we give you free access to our e-learning hub that delivers e-learning modules for all levels of staff and all roles, which can be full training or as refreshers. If you want more training or prefer a more dedicated approach, our Training team can run any of a series of training courses for your teams aimed at all levels (for example, standard user, reception training, or training on the management information and reporting). Should you need more bespoke training, this can also be arranged at any time during your contract by contacting your dedicated Customer Success Manager.
• Service documentation: Yes
• Documentation formats: HTML
• End-of-contract data extraction: Matrix Booking allows customers to export all their data to Microsoft Excel, including a list of all of their historical and future resource bookings and users. The extract is simple to do and can be carried out by the customer administrators in the web application of Matrix Booking.
• End-of-contract process: Matrix Booking charges annually and up front meaning that when a customer's subscription year comes to an end, the customer would simply choose not to renew their contract. We would allow the customer time to extract their data and from their system before turning their access off.
• Documentation accessibility standard: None or don’t know
• How the documentation is accessible: Our e-learning content is designed with accessibility at its core, ensuring all learners can engage with and benefit from our training, regardless of ability.; ; Training is accessed via the Matrix Booking website, which is built on WordPress using accessibility-conscious design principles. While WordPress is not automatically accessible by default, our site is structured to support recognised best practice, including clear navigation, logical heading structures, and readable colour contrast. This ensures learners can easily locate and access training materials inclusively.; ; We use Articulate 360 to build courses that broadly support Web Content Accessibility Guidelines (WCAG) 2.1 Level AA and align with EN 301 549 requirements. These tools enable screen reader support, keyboard navigation, alternative text for images, and accessible layouts. Where complex interactions may present challenges, we follow recommended workarounds to maintain usability for all learners.; ; All video content is produced using Adobe Premiere Pro and Clipchamp, allowing us to include accurate captions, clear audio, readable on-screen text, and transcripts where required.; ; Together, our website, authoring tools, and production practices support an inclusive learning experience that reflects our commitment to equal access to training and development.

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 mobile applications provide all the core functionality available to a standard user on the web.; ; Some users with higher access such as location managers and administrators have access to certain functions on the web interface only such as configuration changes and reporting.
• Service interface: Yes
• User support accessibility: None or don’t know
• Description of service interface: Matrix Booking provides Software as a Service (SaaS) office booking, visitor management, workplace management, and workplace analytics, used by more than 100 public sector organisations to support happy and productive hybrid working. This includes hot desk booking software, desk booking app, meeting room booking, workplace sensors, car park booking, and EV charger booking.
• Accessibility standards: None or don’t know
• Description of accessibility: In 2024, we were audited and accredited by DAC for our new booking journey and mobile app to the WCAG 2.2 AA standard. Those using assistive technologies can make and manage resource bookings. Key features, such as booking via a floor plan, may present difficulties for disabled users, but more accessible alternatives are provided. Users can also set the default display of availability search results as a list to avoid accessibility issues with floor plans. Other known limitations include the use of third-party features such as Google Maps and PDF content. We are making every effort to overcome these limitations.
• Accessibility testing: To achieve an accessible resource booking service that met level AA of WCAG 2.2 by October 2024, we worked with the Digital Accessibility Centre (DAC). They tested both our web and mobile applications for room and desk booking using assistive technology. Their test team includes people with a wide range of disabilities including blind, mobility, deaf, colour blind, dyslexia, low vision, cognitive impaired, Asperger's, and anxiety. All were able to complete test tasks, such as making a booking, on their own. The assistive technology used by DAC during their testing includes JAWS, NVDA, Dragon Voice Activation, keyboard, Windows Magnifier, and TalkBack/VoiceOver. Other assistive technology used in the tests included native functionality and tools in Chrome and Edge for testing reflow, screen magnification, text spacing, and colour inversion. DAC have also provided training and advice to our design, development, and QA Testing team to help us achieve our objectives.
• API: Yes
• What users can and can't do using the API: The API can be used to access data relating to Bookings, Locations, Booking Categories, and Visitors.
• API documentation: Yes
• API documentation formats: HTML
• API sandbox or test environment: Yes
• Customisation available: Yes
• Description of customisation: Matrix Booking can be customised and configured to suit their estate requirements, including uploading logos, images, descriptions and floor plans.; ; The administrators of the system have over 100 configuration options and business rules that govern how the system appears and functions for their users.; ; The configuration options range from workflow to security settings including simple thresholds and settings up to complex multi-hub network sharing connections.

Scaling

• Independence of resources: Matrix Booking operates on a highly-available, auto-scaling architecture that automatically increases system resources to meet customer demand.

Analytics

• Service usage metrics: Yes
• Metrics types: Customers can access metrics including resource utilisation, user activity and occupancy reports.
• Reporting types:
  • Real-time dashboards
  • Regular reports
  • Reports on request
• Resource tagging: No
• FOCUS resource tagging: No

Resellers

• Supplier type: Not a reseller

Staff security

• Staff security clearance: Conforms to BS7858:2019
• Government security clearance: Security Clearance (SC)

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 4.0)
• 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 SSAE-18 / ISAE 3402
  • Encryption of all physical media
  • Scale, obfuscating techniques, or data storage sharding
• Data sanitisation process: Yes
• Equipment disposal approach: Complying with a recognised standard, for example CSA CCM v4.0, CAS (Sanitisation) or ISO/IEC 27001
• Data sanitisation type:
  • Deleted data can’t be directly accessed / Cryptographic Erasure
  • Explicit overwriting of storage before reallocation / Secure Erase

Data importing and exporting

• Data export approach: Users are able to export their data via the Matrix Booking web application. The system will allow users to export any data on historical or future bookings and any data on their users.
• 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: We have a stated availability guarantee of 99.5%.; We have met this target every year for the last 3 years.; We do not offer refunds for periodic outages.
• Approach to resilience: Matrix Booking operates on the Amazon Web Services Cloud Infrastructure hosted in AWS security certified data centers.; Resilience for the Matrix Booking applications is ensured by the distributed hosting of the Platform as a Service used by the Matrix Booking applications over multiple Availability Zones within the AWS Region in which the application is hosted.; ; Data for the Matrix Booking application is stored in the AWS Relational Database Service (RDS) which is another PaaS offering from AWS. Production Databased are continually backed up, so that a point in time restore of the database can always be performed.
• Outage reporting: Matrix Booking has a public facing service status dashboard to report outage to which all of our customers have access.; ; We send out advance email notifications of any service outages or planned maintenance to all customer administrators. We will continue to send updates during any outage and then send out further email notifications confirming the service has been restored.

Identity and authentication

• User authentication needed: Yes
• User authentication:
  • Multi-Factor Authentication (MFA)
  • Identity federation with existing provider (for example Google Apps)
  • Username or password
  • Other
• Other user authentication: Identity federation with existing provider, Username or password and direct link to identity provider via SAML2.
• Access restrictions in management interfaces and support channels: Matrix Booking has specific roles for the administrators, meaning; that only admin users will be able to access the management; interfaces of the service. The administrators are controlled within; the Matrix Booking web interfaces. The support channel is a; separate tool entirely from Matrix Booking and therefore we are; able to give access to the requested users.
• Access restriction testing frequency: At least once a year
• Management access authentication:
  • Multi-Factor Authentication (MFA)
  • Identity federation with existing provider (for example Google Apps)
  • Username or password
  • Other
• Description of management access authentication: Matrix Booking has specific roles for the administrators, meaning that only admin users will be able to access the management interfaces of the service. The administrators are controlled within the Matrix Booking web interfaces.

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: Users contact the support team to get 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: Matrix Booking operate with a named Governance Board and a Senior Management Team headed by the CEO Karl Breeze. Paul Scott is CTO and responsible for Information Security. Ian Jones is Director of Operations and the Data Protection Officer.; ; Matrix Booking has a documented Information Security Policy as part of our ISO27001 acreditation. The aim of the policy is to protect the confidentiality, integrity and availability of the Organisation’s information by controlling access to its IT systems. It is the responsibillity of all staff to ensure that this Policy is complied with. Overall responsibility for the security of the Organisation’s networks rests with the ISMS Manager and Senior Management Team.; ; The Matrix Booking board receive a regular report of all information security related issues as part of the monthly board meetings. Information covered includes any reported Information Security incidents, changes to the policies affecting Information Security, status updates on operation issues, vulnerabilities and areas potentially affecting information security.
• Software Security Code of Practice: Yes

Operational security

• Configuration and change management standard: Supplier-defined controls
• Configuration and change management approach: Matrix Booking maintains a register of all hardware sold in conjunction with the operation of the service, including operating systems, serial numbers and software versions.; ; By design all changes to the Matrix Booking platform are required to consider security inline with the Matrix Booking Secure Development Policy and tested for acceptance before being released to production.
• Vulnerability management type: Supplier-defined controls
• Vulnerability management approach: Vulnerabilities reported as Information Security Incidents are assessed and where applicable fixed as part of an Incident Management process. CRITICAL vulnerabilities identified as part of penetration testing or the continuous real-time monitoring of the infrastructure and code pipelines are assessed as hotfixes and applied as a priority, HIGH vulnerabilities are reviewed as part of the security patch review and development process as part of the normal change management process.
• Protective monitoring type: Supplier-defined controls
• Protective monitoring approach: Matrix Booking has implemented logging and active monitoring to identify suspicious activity which is regularly tested as part of the CHECK level Penetration testing. In addition our AWS infrastructure is also automatically protection by Web Application Firewalls which defends against the most common, frequently occurring network and transport layer DDoS attacks.; ; Alerts triggered from suspicious activity are analysed and further restrictions are put in place to safeguard the systems.
• Incident management type: Supplier-defined controls
• Incident management approach: Matrix Booking has a complete Incident Management process in place as part of the ISO27001 certification. Incidents can be raised by customers via the Matrix Booking support portal or internally by members of staff. Matrix Booking has an on call rota of Incident Managers who will be alerted to the incident. Incidents are assessed and P1 Incidents are handled by the P1 Incident process.P2 and below are logged in the support system and managed as part of the support and development process.
• 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: 14 day free trial of the web and mobile applications.; ; Not included:; - Integration to Microsoft 365, Outlook, Entra ID G-suite, SSO; - Occupancy Sensor systems; - Digital signage or kiosk systems; - Multi-tenant visitor management; - Access to Hub Networks
• Link to free trial: https://www.matrixbooking.com/free-trial/

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: British Assessment Bureau
• ISO/IEC 27001 accreditation date: Wednesday 17 September 2025
• What the ISO/IEC 27001 doesn’t cover: N/A
• 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: C66c274a-cd02-4a6a-9318-704a6f6bd999
• Cyber essentials plus: Yes
• Please provide your Cyber Essentials Plus Certificate Number: 8e74000f-2add-4b41-ae43-5bee07317ccc
• Other security certifications: No

Social value

• Section B - Commitment for Future: Delivery:

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

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

    • Providing opportunities for, and measuring and monitoring of, staff workforce conditions over time, including employee engagement, involvement in decision-making and satisfaction and adapting to any changes in the results, with clear processes for acting on issues identified
    • Plans to engage the contract workforce in deciding the most important workplace issues to address
    • Monitoring of employee engagement rates (by protected characteristic) and, where necessary, the development of actions to ensure all voices are heard across the diversity of the workforce
    • Employment contracts that reflect actual hours worked; steps taken to ensure employees understand their contracts and have the ability to review and adjust them if actual hours regularly exceed contracted hours
    • Activities that support an environment where staff are educated about, and feel empowered to, address their physical wellbeing
    • Activities that support an environment where staff are educated about and feel empowered to report and address bullying and harassment
    • Activities to cascade good practice on fair working conditions throughout the supply chain
    • Payment of more than the National Minimum Wage or National Living Wage (as appropriate) to the contract workforce
    • Entitlement to sick pay for the contract workforce, with provision in place for any staff who do not meet the earnings threshold for statutory sick pay, payment of sick pay from day one of absence and payment of staff on the contract workforce who are off sick a replacement income of 100% of their usual earnings for as long as possible
    • Measures to support in-work progression to help people in the contract workforce, to move into higher paid work by developing new skills relevant to the contract
    • Support for educational attainment relevant to the contract, including training schemes that address skills gaps and result in recognised qualifications
    • Volunteering opportunities for staff
    • Understanding of the modern slavery risks and issues affecting the market, industry, sector or country (of origin or of source) relevant to the contract, and the workforce in the supplier’s own organisation and those of its key subcontractors
    • Outline policies and practices to be applied to or put in place for the contract to mitigate and manage modern slavery risks, including: Pre-employment checks, recruitment practices. Workplace conditions, safeguarding plans and processes in place and regular monitoring with relevant groups considered, which may include sampling

  • 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.

    • Understanding of employment and relevant skills issues, and of the education and training issues relating to the contract. Illustrative examples: demographics, skills shortages, new opportunities in high growth sectors, geographic/local community and skills/employment challenges
    • 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 3: Resilient, innovative and flexible supply chains: Support economic growth through enabling resilient businesses, opportunities for small businesses and voluntary, community and social enterprises

    • Methods for engaging with different parts of the community (including the education system and charities representing the community) and how communities come together to inform decisions, strategy and projects to leave a positive legacy for future generations
    • Plans for positive actions with community groups.

  • 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
    • Understanding of how to influence staff, suppliers, customers, communities and/or any other appropriate stakeholders through the delivery of the contract to support climate and nature protection and improvement
    • Activities to reconnect people with the environment and increase awareness of ways to protect and enhance it

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

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

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

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

    Policy Outcome 7: Creating a pipeline of opportunities: For the contract workforce, reducing barriers to entry for under-represented groups.

    • Understanding of issues relating to entering the contract workforce

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

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

    • Understanding of issues relating to health and wellbeing, including physical and mental health, in the contract workforce
    • Understanding barriers to access to health and social care services or employment opportunities e.g. digital inclusion
    • Inclusive and accessible recruitment practices, development practices and retention policies that support-focused activities including those provided in the Guide for line managers on recruiting, managing and developing which support people with a disability or health condition
    • Actions to invest in the physical and mental health and wellbeing of the contract workforce

Service documents

• Pricing document

  PDF

• Service definition document

  PDF

• Terms and conditions

  PDF

Request an accessible format

If you use assistive technology (such as a screen reader) and need versions of these documents in a more accessible format, email the supplier at sales@matrixbooking.com. Tell them what format you need. It will help if you say what assistive technology you use.