OPENPLAY LTD

leisure management system

FLOW is OpenPlay's mobile-optimized leisure management system that enables members to book facilities, classes, and events; manage memberships and payments; and update profiles through a self-service portal. The system provides real-time scheduling, automated notifications, and secure online payments, delivering a comprehensive, stable solution for managing leisure activities and memberships efficiently.

Features

• Cloud-hosted SaaS platform for leisure management and online booking
• Front-of-house tools and operational workflows for facilities and classes
• Membership management.
• Integrated access control with third-party provider integrations
• Reporting capabilities including operational reporting
• Real-time attendance and live attendee lists for FOH
• Role-based permissions and authorisation across features and data
• Audit logging and activity tracking with user timestamps
• Data protection controls aligned to DPA commitments
• Security operations supporting delivery, testing, and backups

Benefits

• Manage bookings, memberships, and customers in one platform
• Enable staff to work anywhere with cloud-based role access
• Improve front-of-house efficiency with real-time attendance visibility
• Reduce queueing using integrated access control and automated entry
• Support operational decisions with cross-site reporting
• Strengthen accountability with auditable staff action logs
• Reduce security risk with standardised controls and testing
• Improve resilience with daily snapshots and restore points
• Support compliance with incident reporting and audit access
• Make onboarding and change safer through structured security assessment

• Education pricing 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 nikhil@openplay.co.uk. Tell them what format you need. It will help if you say what assistive technology you use.

Framework

G-Cloud 15

Service ID

348953258525764

Contact

Nikhil Obhrai
07846664609
nikhil@openplay.co.uk

About your service

• Service categories:

  Applications

  Customer relationship management

  • Marketing campaign management
  • Digital commerce
  • Customer service
• Multi cloud support: No

Service scope

• Software add-on or extension: No
• Cloud deployment model: Public cloud
• Service constraints: Occasional maintenance is required, we aim to give 2 weeks notice and generally do this out of hours to reduce impact to the client and their end-users.
• System requirements: Windows 10 for Flow Connect.

User support

• Email or online ticketing support: Yes
• Support response times: Within service hours:; P1 Critical - Meaningful Response in under 30 minutes; P2 High - Meaningful Response in under 60 minutes; P3 Medium - Meaningful Response in under 120 minutes; P4 - Low- Meaningful Response in under 240 minutes; ; Service Hours - Weekdays 9:00am-5.00pm (except bank and public holidays)
• User can manage status and priority of support tickets: Yes
• Online ticketing support accessibility: WCAG 2.2 AA
• Phone support: Yes
• Phone support availability: 9 to 5 (UK time), Monday to Friday
• Web chat support: Yes
• Web chat support availability: 9 to 5 (UK time), Monday to Friday
• Web chat support accessibility standard: WCAG 2.2 AA
• Web chat accessibility testing: NA
• Onsite support: Yes, at extra cost
• Support levels: Openplay provides comprehensive customer support through a dedicated support function available Monday to Friday, 9:00am–5:00pm. Customers can access support via ticketing, email, web chat, and phone. In addition, we offer 24/7 self-service resources, including a multilingual AI chatbot, an extensive knowledge base, and training materials.; ; Each client is also supported by a dedicated Customer Success team, which conducts regular check-in calls tailored to client size and requirements. Enterprise clients typically receive weekly calls, with frequency adjusted for smaller clients based on need.; ; Beyond day-to-day support, customers are invited to a monthly multi-client Product Advisory Forum, hosted by our Product and Customer Success teams, providing insight into product updates and an opportunity to share feedback.; ; For more complex technical requirements, members of our technical teams are available to join calls and assist with support queries as appropriate. The Customer Success team acts as the Technical Account Manager, supported by specialist engineers who provide cloud support.; ; The cost of support is included within the licence fee, which varies depending on the client.
• Support available to third parties: Yes
• AI chatbot: Yes

Onboarding and offboarding

• Getting started: OpenPlay helps users get started quickly and confidently through a structured onboarding, training, and support programme.; ; New customers are guided through 6–8 structured online training sessions, which include articles, videos, and step by step walkthroughs. These are supports by Q and A sessions with a dedicated Onboarding Manager. These sessions cover system setup, configuration, online booking, front-of-house operations, scheduling, memberships, reporting, pricing, and integrations. Training is focused on hands-on exercises, and recorded sessions for ongoing reference, following a train-the-trainer model to support internal rollout.; ; Users have 24/7 access to a comprehensive online knowledge base, including getting-started guides, FAQs, step-by-step articles with screenshots, video tutorials, and downloadable quick-reference materials. An AI-powered assistant provides real-time answers during day-to-day use.; ; Customers also receive access to a dedicated client portal with onboarding tasks, training resources, milestones, and direct communication with the OpenPlay team.; ; From day one, clients can be provided with both staging (test) and production (live) environments, enabling safe practice alongside live system setup.; ; Optional onsite training is available for bespoke, role-specific sessions. After go-live, customers benefit from ongoing support, a Client Success Manager, and monthly product advisory forums.
• Service documentation: Yes
• Documentation formats:
  • HTML
  • PDF
• End-of-contract data extraction: Request to Openplay, who would extract and send it
• End-of-contract process: At contract end (expiry or termination), customers can retrieve or delete their data. Any customer personal data not deleted by the customer is deleted by OpenPlay promptly after contract end and any agreed post-termination retrieval period. OpenPlay can confirm deletion in writing on request.; ; Included in the contract price (typical):; ; - Standard service/module updates for modules included in the order form are provided at no additional cost.; - Reasonable assistance to extract customer data in an accessible form at the end of the subscription period; ; Additional cost (where applicable):; ; - Upgrades during the subscription period such as adding additional modules not included in the order form, or adding additional user accounts, are chargeable at prevailing fees for the remaining subscription period.; - If a customer requests an on-site / facilities audit, OpenPlay may charge a reasonable fee reflecting resources expended (documentation “reports” are provided at no additional cost on request)
• Documentation accessibility standard: WCAG 2.2 AA

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: All customer facing screens have been designed and built mobile first
• Service interface: Yes
• User support accessibility: WCAG 2.2 AA
• Description of service interface: Website, and third-party mobile App
• Accessibility standards: WCAG 2.2 AA
• Accessibility testing: NA
• API: Yes
• What users can and can't do using the API: Can:; - search and book for activities; - manage users; ; cannot:; - configure the full system, e.g. schedules, templates
• API documentation: Yes
• API documentation formats: Open API (also known as Swagger)
• API sandbox or test environment: Yes
• Customisation available: Yes
• Description of customisation: FLOW Customisation Overview (Summary); ; FLOW offers extensive customisation across branding, communications, and operational configuration, enabling organisations to tailor the platform to their specific needs.; ; Branding customisation includes the customer-facing online portal (logos, colours, fonts, imagery, buttons, headers and footers), the admin panel (logo, favicon, colour themes), and receipt branding. This ensures a consistent brand experience across all touchpoints.; ; Communications can be customised through fully editable email templates, including layout (HTML), styling, dynamic content, and branding elements. Notification triggers and timing for transactional emails can also be configured.; ; Operational settings are highly flexible, covering bookings, pricing, memberships, access control, POS quick buttons, activity templates and schedules, custom booking questions, terms and conditions, opening hours, tax rules, and payment provider integrations. Staff roles and permissions can be finely controlled by module and responsibility.; ; Settings can be applied globally, per facility, or via facility groups, with overrides supported at each level. Changes can be tested in a staging environment before going live.; ; Customisation access is role-based, with system administrators, marketing, and operational staff able to manage relevant areas. OpenPlay also supports initial admin branding configuration during setup.

Scaling

• Independence of resources: We offer dedicated tenancy to isolate users completely from others. Dedicated tenants are run on their own isolated servers

Analytics

• Service usage metrics: Yes
• Metrics types: - Bookings made; - Memberships sold; - FInancial reports
• Reporting types: Regular reports
• Resource tagging: No
• FOCUS resource tagging: No

Resellers

• Supplier type: Not a reseller

Staff security

• Staff security clearance: Staff screening not performed
• Government security clearance: None

Asset protection

• Knowledge of data storage and processing locations: Yes
• Data storage and processing locations:
  • European Economic Area (EEA)
  • Other locations
• User control over data storage and processing locations: No
• Datacentre security standards: Managed by a third party
• Penetration testing frequency: At least once a year
• Penetration testing approach: NCSC approved service provider
• Protecting data at rest: Scale, obfuscating techniques, or data storage sharding
• Data sanitisation process: Yes
• Equipment disposal approach: A third-party destruction service
• Data sanitisation type: Data Erasure

Data importing and exporting

• Data export approach: Via request to openplay
• 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: The system should be fully available 99.5% of the time outside agreed and scheduled maintenance and release windows. The system should be readily available through the Internet across all designated and managed Customer sites for Front of House (FOH) operations and for the public facing aspects. It is recognised that public networks are outside the control of the Service Provider.
• Approach to resilience: We deploy instances of all of our services across multiple availability zones (data centers). Our infra has a lot of auto-healing built-in to recover from most unexpected failures.
• Outage reporting: Email alerts

Identity and authentication

• User authentication needed: Yes
• User authentication: Username or password
• Access restrictions in management interfaces and support channels: - Authentication: users must authenticate before accessing non-public customer data; uniform password policy for customer products.; - Authorisation: role-based permissions; access to features and datasets is controlled by validating user-permissions against dataset attributes.; - No direct infrastructure access for customers: customers aren't allowed direct access to underlying application infrastructure; access is via application UIs/APIs only.; - Network controls: use of VPC/security groups/firewall rules to restrict access paths and protocols to infrastructure.; - Support-channel control (draft wording consistent with above): support access to customer environments/data is restricted to authorised staff with appropriate confidentiality obligations, and to what's necessary to provide support.
• Access restriction testing frequency: At least once a year
• Management access 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: At least 12 months
• Access to supplier activity audit information: Users have access to real-time audit information
• How long supplier audit data is stored for: At least 12 months
• How long system logs are stored for: At least 12 months

Security governance

• Named board-level person responsible for service security: No
• Security governance certified: No
• Security governance approach: OpenPlay maintains appropriate technical and organisational security measures to protect customer personal data, and reviews/updates those measures over time without materially diminishing overall security.; ; Governance elements evidenced in current materials include:; ; - Regular vulnerability testing and technical controls (firewalls/VPC/security groups, WAF, static code analysis).; - Data protection governance via contractual DPA commitments, including controlled hosting/processing locations and defined incident response and reporting timelines.; - Security incident response with notification within 72 hours of becoming aware, plus containment, investigation, and mitigation steps.; - Audit support: documentation (“reports”) available on request; audit process agreed in advance and subject to confidentiality controls.
• Information security policies and processes: OpenPlay maintains a set of information security policies and procedures, including (as listed in current documentation): ISMS roles and responsibilities, information classification and access control record, business continuity plan, disaster recovery plan, privacy policy, personal information request (SAR) process, DPA, and physical asset procedure/record; ; Operational processes described include:; ; - Staff awareness and training on information security / ISMS procedures.; - Device and access controls: encryption, strong passwords, and multi-factor authentication where available.; - Monitoring and control of privileged accounts (access controls, monitoring/anomaly detection, endpoint security, training, incident response); - Regular security activities such as vulnerability scanning, penetration testing, patch management, incident response and remediation, and continuous improvement.; ; Reporting structure / ensuring policies are followed:; ; - Information security responsibilities are defined within ISMS roles and responsibilities, with policies embedded into the business management system and risk register; adherence is supported through training, periodic review, and operational security controls and monitoring
• Software Security Code of Practice: No

Operational security

• Configuration and change management standard: Complies with a recognised standard, for example CSA CCM v4.0 or SSAE-18 / ISAE 3402
• Configuration and change management approach: Structured controls to manage change and ensure services & components remain known, controlled, and secure across their lifecycle:; ; Lifecycle tracking: Service components are managed in controlled environments hosted by outsourced cloud providers, with access restricted through application interfaces and infrastructure controls (VPCs, security groups, firewalls).; ; Change assessment for security impact: Security-related changes may occur over time but are not intended to materially reduce security; tooling and practices (WAF, vulnerability testing, static code analysis) help identify impact and reduce risk.; ; Third-party/sub-processor changes: Customers are notified atleast 30 days in advance of new sub-processors and may raise objections on data protection grounds.
• Vulnerability management type: Undisclosed
• Vulnerability management approach: Security scans across our code repositories.; Regular Pen Tests.
• Protective monitoring type: Undisclosed
• Protective monitoring approach: Cloudflare WAF
• Incident management type: Undisclosed
• Incident management approach: We have a process.; Users can report incidents via support channels.; Incident reports are written internally, and sent to thrid-parties via email.
• 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: Yes
• Free trial available: No

Discount percentage by annual call-off contract value (excluding VAT)

• Less than £250,000: 20%
• Between £250,000 and £500,000: 25%
• Between £500,001 and £1,000,000: 30%
• Between £1,000,001 and £2,500,000: 40%
• Between £2,500,001 and £5,000,000: 50%
• Over £5,000,001: 50%

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 7 September 2022
• What the ISO/IEC 27001 doesn’t cover: NA; Initial certification: 07/09/2022; Latest issue date: 11/08/2025; Expiry date: 06/09/2028
• ISO 28000:2022 certification: No
• ISO 9001 certification: Yes
• Who accredited the ISO 9001 certification: British Assessment Bureau
• ISO 9001 accreditation date: Wednesday 11 August 2021
• What the ISO 9001 doesn’t cover: NA; Initial certification: 11/08/2021; Latest issue date: 11/08/2025; Expiry date: 03/08/2027
• Quality management systems (QMS): Yes
• CSA STAR certification: No
• PCI certification: Yes
• Who accredited the PCI DSS certification: PCI Security Standards Council
• PCI DSS accreditation date: Wednesday 28 May 2025
• What the PCI DSS doesn’t cover: NA; PCI DSS Self-Assessment
• Cyber essentials: Yes
• Please provide your Cyber Essentials Certificate Number: 3a161850-90be-4153-a1b0-c60be9ecf9b8
• Cyber essentials plus: Yes
• Please provide your Cyber Essentials Plus Certificate Number: Bd1aebdf-523b-4bd6-8cb2-803f408d622a
• Other security certifications: No

Social value

• Section B - Commitment for Future: Delivery:

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

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

    • New or retained jobs on the contract workforce in the relevant area that meet the criteria set out in MAC 1b, 1c and 1d
    • 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
    • Ensuring new workers are informed of their right to join a trade union
    • 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
    • Offer a pay and leave entitlement to all eligible staff who become kinship carers, ideally equivalent to statutory adoption pay and leave
    • Payment of more than the National Minimum Wage or National Living Wage (as appropriate) to the contract workforce
    • Monitoring and reporting of gender and ethnicity pay gaps and plans to address them where necessary
    • 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
    • Understanding of in-work progression issues affecting 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 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 the contract workforce by providing career advice, and providing opportunities for staff working on the contract with in-work progression career development into known skills shortages or high growth areas
    • Support for educational attainment relevant to the contract, including training schemes that address skills gaps and result in recognised qualifications
    • 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
    • How these flow down the supply chain and are monitored Illustrative examples include reporting, site visits, audits, etc.
    • How to ensure business decisions re: price/cost, short lead times, payment timescales do not create modern slavery risks in the supply chain

  • 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
    • Activities to support relevant sector related skills growth and sustainability in the contract workforce. Illustrative examples: careers talks, curriculum support, literacy support, safety talks and volunteering

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

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

    • Understanding of the types of businesses in the market and the level of participation by new businesses, entrepreneurs, start-ups, SMEs, VCSEs and mutuals
    • Activities to identify opportunities to open up sub-contracts under the prime contract to a diverse range of businesses, including new businesses, entrepreneurs, start-ups, SMEs, VCSEs and mutuals
    • Plans for engaging a diverse range of businesses in engagement activities prior to appointing subcontractors (including activities prior to award of the main contract and during the contract term)
    • Activities that demonstrate a collaborative way to work with a diverse range of businesses as part of the supply chain
    • Understanding of local demographics, needs and opportunities for the co-design of the goods, services and works to be delivered under the contract
    • 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
    • Measures to involve local stakeholders and/or users in design (e.g. in the design of services, systems, products or buildings)
    • Measures for making facilities used in the delivery of the contract available for community groups, education or training
    • Measures to engage users and communities and build relationships to increase community integration build trust and influence how the contract is delivered
    • Plans to respond flexibly and adapt approaches to community engagement and initiatives
    • Support for community-led initiatives relevant to the contract. Illustrative examples: improving transport links; reducing loneliness; helping with English language proficiency; and facilitating social mixing among people with different backgrounds
    • Collaborating with anchor institutions and community groups to make facilities available for education, training or community events

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

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

    • Understanding of opportunities for additional environmental benefits delivery in the performance of the contract, including working towards net zero carbon emissions and use of clean energy and green technologies
    • Delivery of additional environmental benefits through the performance of the contract, including working towards net zero carbon emissions and use of clean energy and green technologies
    • 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
    • Creation of employment opportunities particularly for those who face barriers to employment, such as prison leavers, care leavers and/or who are located in deprived areas, and for people in industries with known skills shortages or in high growth sectors
    • Delivery of training schemes and programmes to address any identified skills gaps and under-representation in the workforce for the contract (e.g. prison leavers, care leavers, kinship carers, disabled people)
    • 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
    • Collection of the views and expertise of disabled people and their representative organisations on successfully supporting disabled employees or applicants
    • 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 the issues affecting the development of new skills by target cohort
    • 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 nikhil@openplay.co.uk. Tell them what format you need. It will help if you say what assistive technology you use.