EXACTLY TECH LTD

Glympse

Glympse provides a real-time location sharing platform that enhances transparency and coordination for businesses and consumers alike. Its mobile service offers robust tracking solutions, enabling efficient operations, improved customer satisfaction, and enhanced safety through seamless communication and location monitoring across various industries.

Features

• Uber-like Experience for residents
• Accurate ETAs which take live traffic conditions into account
• Real-time ETA and live operative tracking with map display
• Residents can easily reschedule appointments through Glympse
• Residents can see operative identity and vehicle details in advance
• Automated appointment confirmation, updates and reminders throughout

Benefits

• 25-60% Reduction in delivery appointment related calls
• Improve CSAT scores by greater than 10 points with Glympse
• 10-35% decrease in missed appointments
• Enhanced customer experience
• Giving residents back control of their time

£5,000 an instance a year

• 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 Richard.Libby@Exactly.tech. Tell them what format you need. It will help if you say what assistive technology you use.

Framework

G-Cloud 14

Service ID

357129183329443

Contact

Richard Libby
07376 782551
Richard.Libby@Exactly.tech

Service scope

• Software add-on or extension: No
• Cloud deployment model: Private cloud
• Service constraints: Operative mobile solution is available on Android and iOS devices
• System requirements:
  • Microsoft Edge browser
  • Current versions of Chrome
  • Current versions of Safari

User support

• Email or online ticketing support: Email or online ticketing
• Support response times: Between 30 mins to 16 hours depending on ticket severity
• 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: Onsite support
• Support levels: Customers receive support in accordance with our standard SLAs. This provides direct portal support, direct telephone support to our dedicated support team and access to our help centre documentation. Support hours are 9:00am to 5:00pm Monday to Friday as standard, but extended services are available on request and at a charge. This includes out of hours support for urgent issues and Saturday support. All customers are allocated a dedicated Account Manager, who will meet and/or contact customers at agreed intervals to ensure they maximise the benefits of Glympse and to ensure we understand their business direction, requirements and expectations.
• Support available to third parties: Yes

Onboarding and offboarding

• Getting started: Full training is required to use Glympse, including detailed user documentation which can be tailored during implementation to match the businesses specific processes and procedures.
• Service documentation: Yes
• Documentation formats: PDF
• End-of-contract data extraction: All data is stored within SQL Databases and can be exported into a standard CSV file format.
• End-of-contract process: All clients data is extracted to standard format flat files and provided to the client.

Using the service

• Web browser interface: Yes
• Supported browsers:
  • Microsoft Edge
  • Chrome
  • Safari
• Application to install: No
• Designed for use on mobile devices: Yes
• Differences between the mobile and desktop service: Our mobile service displays and formats our product using a responsive design that dynamically adjusts to mobile screen sizes.
• Service interface: No
• User support accessibility: None or don’t know
• API: Yes
• What users can and can't do using the API: Glympse has Microsoft D365 API connectors which can consume operative details, location and appointment data directly from D365 and. We can also integrate with all leading property services and ERP platforms and housing management systems or develop bespoke integration if required.
• API documentation: Yes
• API documentation formats: PDF
• API sandbox or test environment: Yes
• Customisation available: Yes
• Description of customisation: Glympse can be white labelled so that it has your organisations branding on it, including configurable workflows

Scaling

• Independence of resources: Glympse operates a single tenant per client

Analytics

• Service usage metrics: Yes
• Metrics types: Glympse has built in real-time dashboards and admin console
• Reporting types:
  • Real-time dashboards
  • Reports on request

Resellers

• Supplier type: Reseller providing extra support
• Organisation whose services are being resold: Glympse Inc

Staff security

• Staff security clearance: Conforms to BS7858:2019
• Government security clearance: Up to Developed Vetting (DV)

Asset protection

• Knowledge of data storage and processing locations: Yes
• Data storage and processing locations: 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 Tigerscheme qualified provider or a CREST-approved service provider
• Protecting data at rest: Physical access control, complying with CSA CCM v3.0
• Data sanitisation process: Yes
• Data sanitisation type: Explicit overwriting of storage before reallocation
• 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: Log an IT support request
• Data export formats: CSV
• Data import formats: CSV

Data-in-transit protection

• Data protection between buyer and supplier networks:
  • Private network or public sector network
  • TLS (version 1.2 or above)
• Data protection within supplier network: TLS (version 1.2 or above)

Availability and resilience

• Guaranteed availability: Depending on the level of service agreed with the customer. All data is available at all times in the production environment.
• Approach to resilience: Available on request.
• Outage reporting: Email alerts

Identity and authentication

• User authentication needed: Yes
• User authentication: Username or password
• Access restrictions in management interfaces and support channels: We have implemented role-based access control (RBAC) to ensure that individuals only access information and functions relevant to their roles. Utilise strong authentication methods to verify user identities. Regularly review and update access permissions to align with changes in job responsibilities. Additionally, use encryption for data in transit and maintain comprehensive audit logs for all access and actions. This approach minimises unauthorised access and enhances security, ensuring that sensitive management interfaces and support channels are protected against potential security breaches.
• Access restriction testing frequency: At least once a year
• Management access authentication:
  • 2-factor authentication
  • Username or password

Audit information for users

• Access to user activity audit information: Users contact the support team to get audit information
• How long user audit data is stored for: User-defined
• Access to supplier activity audit information: Users contact the support team to get 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: No
• ISO 28000:2007 certification: No
• CSA STAR certification: No
• PCI certification: No
• Cyber essentials: Yes
• Cyber essentials plus: No
• Other security certifications: Yes
• Any other security certifications: SOC 2 Type 2 Compliant

Security governance

• Named board-level person responsible for service security: Yes
• Security governance certified: Yes
• Security governance standards: Other
• Other security governance standards: All security is managed by our ISMS and we are working towards ISO27001 certification
• Information security policies and processes: No data is accessible directly by third parties. Only our own internal services can I/O datasets. Any ad hoc changes made to data collections or databases, are peer-reviewed and thoroughly tested before going into the production environment.

Operational security

• Configuration and change management standard: Conforms to a recognised standard, for example CSA CCM v3.0 or SSAE-16 / ISAE 3402
• Configuration and change management approach: All application, code, configuration, build and environment change follows an agreed and standardised change recording and approval process within MS Devops. We operate multiple controlled environments; development, test, UAT and production to ensure all changes are verified and tested prior to being released to client or production systems/services. All exceptions are tracked and reviewed.
• Vulnerability management type: Conforms to a recognised standard, for example CSA CCM v3.0 or SSAE-16 / ISAE 3402
• Vulnerability management approach: We adopt a 3-phase approach to vulnerability management. (a) we review all high-risk vulnerabilities on a daily basis (day zero threats) and apply actions accordingly, (b) we undertake vulnerability assessments on a quarterly basis using our own engineering resources which aligns to our quarterly release cycles and (c) we engage annually (at least) with our CHECK/CREST accredited partner to undertake vulnerability testing on our business and products/services.
• Protective monitoring type: Conforms to a recognised standard, for example CSA CCM v3.0 or SSAE-16 / ISAE 3402
• Protective monitoring approach: We conduct continuous surveillance of IT systems to detect and respond to threats early. This includes real-time analysis of network traffic and logs, regular vulnerability assessments, and intrusion detection systems. Alerts are promptly investigated, and incidents are analysed to mitigate damage and prevent recurrence. The approach ensures data integrity and confidentiality while maintaining compliance with regulatory requirements, demonstrating a commitment to robust cyber security and resilience against potential security breaches.
• Incident management type: Conforms to a recognised standard, for example, CSA CCM v3.0 or ISO/IEC 27035:2011 or SSAE-16 / ISAE 3402
• Incident management approach: We operate a customer support desk for all service incidents. Incidents that cannot be resolved by our support desk will be immediately escalated to the relevant 2nd, 3rd line team. The support desk team manage the life of the service incident to conclusion. Our customer is informed periodically and/or when support activities/changes take place, until full remedy. Any service incident causing impact to more than a single customer or remaining unresolved for longer than 1hr, are escalated to senior management immediately and a major incident support process triggered

Secure development

• Approach to secure software development best practice: Conforms to a recognised standard, but self-assessed

Public sector networks

• Connection to public sector networks: No

Social Value

• Social Value:

  Social Value

  • Fighting climate change
  • Wellbeing

  Fighting climate change

  Glympse can add significant social value in combating climate change through innovative uses that streamline operations and reduce unnecessary environmental impacts. Here's how Glympse contributes:; 1. Reducing Carbon Emissions: Glympse enhances the efficiency of delivery and service operations by providing real-time location sharing and estimated times of arrival. This allows companies to optimise routes and reduce idle time, significantly cutting down on fuel consumption and, consequently, greenhouse gas emissions. Fewer unnecessary trips and less time spent on the road translate directly into a lower carbon footprint.; 2. Supporting Remote Interactions: By facilitating real-time updates and transparent communication between businesses and customers, Glympse reduces the need for customers to physically visit stores or service centers. This shift not only saves time but also decreases travel-related emissions, supporting a move towards more sustainable consumption patterns.; 3. Enhancing Resource Efficiency: With precise tracking and scheduling features, Glympse helps businesses manage their resources more effectively. This includes minimising wasted efforts and optimising the use of vehicles and equipment, which contributes to overall energy efficiency and reduces the environmental impact of business operations.; 4. Promoting Sustainable Practices: Glympse can encourage and facilitate eco-friendly initiatives within companies. For example, businesses can use data gathered through the platform to analyse trends and behaviors that could be adjusted to further reduce their environmental impact, such as consolidating deliveries or scheduling them during off-peak hours to decrease traffic congestion and pollution.; 5. Increasing Awareness and Accountability: By providing detailed insights into logistical operations, Glympse can help businesses track and report on their environmental goals and progress, increasing accountability and promoting transparency in corporate sustainability efforts.; Overall, Glympse and similar customer engagement platforms play a crucial role in modernising business operations to be more environmentally conscious, contributing actively to combating climate change through enhanced efficiency and reduced ecological footprints.

  Wellbeing

  Glympse can significantly enhance social value by improving wellbeing through increased convenience, reduced stress, and enhanced safety. Here’s how Glympse contributes to these aspects:; 1. Reduced Stress and Anxiety: Glympse alleviates the common stressors associated with waiting for deliveries or service appointments by providing real-time updates and tracking. Customers can see the exact location of the service provider or delivery in transit and receive accurate ETA updates. This transparency reduces the uncertainty and inconvenience of waiting, which can be a significant source of anxiety and frustration.; 2. Saving Time: Glympse allows customers to better plan their day around deliveries or services, rather than being bound to broad time windows. This efficient time management can significantly improve personal productivity and reduce the disruption to daily routines, which enhances overall life satisfaction and wellbeing.; 3. Enhanced Safety: By knowing who is arriving and when, Glympse adds an element of safety and security for customers, especially when they are anticipating the arrival of strangers. This is particularly valuable in vulnerable populations such as the elderly or those living alone, boosting their confidence in dealing with service and delivery persons.; 4. Empowerment Through Information: Glympse empowers customers by keeping them informed about the status of their service or delivery, which in turn enhances their sense of control and satisfaction with the service process.; 5. Improved Service Quality: The platform promotes a higher standard of customer service by holding service providers accountable for timely and predictable deliveries and services. This improves customer experiences, leading to higher satisfaction and trust in the service providers.; In essence, Glympse and similar platforms enrich customer wellbeing by making service and delivery experiences more predictable, secure, and less disruptive, thereby enhancing the quality of everyday life and reducing stress

Pricing

• Price: £5,000 an instance a year
• Discount for educational organisations: No
• Free trial available: Yes
• Description of free trial: The Glympse mobile demonstrates the concept of sharing your location with someone on a one to one basis. Unfortunately it cannot be used on conjunction with property services systems or customers.
• Link to free trial: https://app.glympse.com/

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 Richard.Libby@Exactly.tech. Tell them what format you need. It will help if you say what assistive technology you use.