Looking Local Limited

MyScan

MyScan is a web application that allows service users to scan evidence relating to various council transactions using their own device and submit this evidence securely along with identifying metadata. The application is delivered as a software-as-a-service solution, and typically covers multiple council service areas, integrated with various back-office systems.

Features

• Web-optimised application available across any device with a modern browser
• All files are delivered with corresponding metadata
• Integrated with Anite GIM, Civica W360, Info@work and other back-offices
• Real-time address lookup using NLPG Unique Property Reference Number
• Ability to generate any file types from individual image files
• Fully GDPR compliant
• Comprehensive usage auditing and reporting

Benefits

• Reduces face-to-face contact / enables self-service
• Supports all services that require scanned supporting documents
• Shortens the end-to-end application timeframe
• Year on year savings
• Simple, non-technical, accessible web app on familiar technology
• PDF generation from individual image files eases handling multi-page proofs
• Potential for 80% of supporting documents to be self-scanned
• Enables advocates/family/friends to progress claims on applicant’s behalf

£15,000 to £40,000 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 guy.giles@lookinglocal.gov.uk. Tell them what format you need. It will help if you say what assistive technology you use.

Framework

G-Cloud 13

Service ID

357587034913182

Contact

Guy Giles
0845 434 8540
guy.giles@lookinglocal.gov.uk

Service scope

• Software add-on or extension: Yes, but can also be used as a standalone service
• What software services is the service an extension to: ScanStation
• Cloud deployment model: Public cloud
• Service constraints: Support does not extend to the hardware that is procured by the service user.
• System requirements: A modern browser

User support

• Email or online ticketing support: No
• Phone support: Yes
• Phone support availability: 9 to 5 (UK time), Monday to Friday
• Web chat support: No
• Onsite support: No
• Support levels: As part of our commitment to provide first class support, our proposals include the provision of “1st Line Support” throughout the life of the solution. This will be a call centre number that customers can phone 24/7/365 to report issues that pertain specifically to the performance of the app only. Detailed response times would be covered in our SLA although they are generally between 2 business hours and 24hrs depending on the severity of the issue, and recovery times of 4-8 business hours - again depending on the severity or the issue. The costs for this support are included in the licence costs. Each deployment comes with a dedicated technical manager to handle support requests, identify the issue and update stakeholders on progress in a timely fashion. Customised, higher levels of support are available on request and costed based on needs.
• Support available to third parties: No

Onboarding and offboarding

• Getting started: End users are expected to use the service unassisted. Customers are provided with online guidance. ; ; A number of standard service elements may be customised during the onboarding process, including but not limited to: Service areas, evidence types, and metadata fields / Receipt functionality (including optional submission reference codes) / Branding (logos and colours) / Guidance text / Geographical scope (administrative boundaries) of address lookup.; ; During the initial onboarding phase the service is made available for customer acceptance testing with exclusions for search engines to prevent premature soft-launch of the service.
• Service documentation: Yes
• Documentation formats:
  • ODF
  • PDF
  • Other
• Other documentation formats: Google Docs
• End-of-contract data extraction: No data is kept on the system
• End-of-contract process: At the end of the contract, Looking Local will decommission the service and delete all supporting data from the relevant systems for which it is responsible. ; ; Historical usage data may be provided on request in a machine-readable format prior to deletion. ; ; References to the service may be removed from Looking Local literature and websites.

Using the service

• Web browser interface: Yes
• Supported browsers:
  • Internet Explorer 11
  • Microsoft Edge
  • Firefox
  • Chrome
  • Safari
  • Opera
• Application to install: No
• Designed for use on mobile devices: Yes
• Differences between the mobile and desktop service: N/A
• Service interface: Yes
• User support accessibility: WCAG 2.1 AA or EN 301 549
• Description of service interface: The user-facing service is a dedicated web app accessed via a compatible device (e.g. tablet, mobile) using an intuitive, accessible user interface.; ; Management information (i.e. reporting) and QR code management is available to customers via a browser using an intuitive, accessible user interface.
• Accessibility standards: WCAG 2.1 AA or EN 301 549
• Accessibility testing: All solution deployments are tested against WCAG 2.1 AA standards or higher where possible. Some aspects are AAA compliant but we try to achieve a balance between accessibility and browser coverage and have found that AAA compliance sometimes rules out older browsers to the detriment of other users. The solution is tested using an automated testing tool as well as a variety of assistive technology interfaces from Windows Narrator to Jaws.
• API: No
• Customisation available: Yes
• Description of customisation: A number of standard service elements may be customised during the onboarding process, including but not limited to: Service areas, evidence types, and metadata fields / Receipt functionality (including optional submission reference codes) / Branding (logos and colours) / Guidance text / Geographical scope (administrative boundaries) of address lookup. ; ; There are no user customisable areas of the solution

Scaling

• Independence of resources: We use load balancing servers.

Analytics

• Service usage metrics: Yes
• Metrics types: Service metrics are available to customers via a dedicated management console. This covers real-time reporting on scan submissions and pages scanned (by date/service area/evidence type/location), device information, session data, popular service areas and evidence types
• Reporting types: Real-time dashboards

Resellers

• Supplier type: Not a reseller

Staff security

• Staff security clearance: Staff screening not performed
• Government security clearance: Up to Baseline Personnel Security Standard (BPSS)

Asset protection

• Knowledge of 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: ‘IT Health Check’ performed by a CHECK service provider
• Protecting data at rest: Other
• Other data at rest protection approach: Submitted data is typically relayed to the council in real-time, and not retained on the service.
• Data sanitisation process: No
• Equipment disposal approach: A third-party destruction service

Data importing and exporting

• Data export approach: No data is held on the service
• Data export formats: Other
• Other data export formats: No data is held on the service
• Data import formats: Other
• Other data import formats: No data is imported to the service

Data-in-transit protection

• Data protection between buyer and supplier networks:
  • TLS (version 1.2 or above)
  • IPsec or TLS VPN gateway
• Data protection within supplier network: Other
• Other protection within supplier network: N/A. Data does not reside on our network.

Availability and resilience

• Guaranteed availability: The service is provided for end users on a continuous 24-7-365 basis, with no planned maintenance windows. Service upgrades are typically performed without downtime.
• Approach to resilience: Resilience information is available on request but built into the solution at the outset.
• Outage reporting: The solution is monitored by Uptime Robot and notifies technicians of any outages via SMS notification, email, and API to dedicated Slack channels.

Identity and authentication

• User authentication needed: No
• Access restrictions in management interfaces and support channels: Not applicable in this case
• Access restriction testing frequency: Never
• Management access authentication: 2-factor authentication

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

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: Yes
• Other security certifications: No

Security governance

• Named board-level person responsible for service security: Yes
• Security governance certified: Yes
• Security governance standards: Other
• Other security governance standards: Cyber Essentials Plus
• Information security policies and processes: We have an ethical, legal and professional duty to ensure that the information the solution holds conforms to the principles of confidentiality, integrity and availability. We endeavour to ensure that the information we hold or are responsible for is safeguarded where necessary against inappropriate disclosure; is accurate, timely and attributable; and is available to those who should be able to access it. As such we have our own Information Security Policy in place that covers processes such as Legal & Regulatory Obligations, Information Classification, Compliance, Policy Awareness, Disciplinary Procedures, Incident Handling and Codes of Practice. We have a UK GDPR-compliant Personal Data Breach policy and associated register to document the process for managing and investigating personal data breaches. We ensure these policies are enforced by periodic review of the Information Services Manager.

Operational security

• Configuration and change management standard: Supplier-defined controls
• Configuration and change management approach: We use a change management tracking service called Jira to ensure that any configuration or change management requests are accurately documented, prioritised and carried out in a timely fashion. We use version control to decide whether the change constitutes as step change in the fabric of the solution and carry out regular penetration testing if the change presents a potential security issue.
• Vulnerability management type: Supplier-defined controls
• Vulnerability management approach: We are members of a number of accredited bodies, including the Cyber Security Information Sharing Partnership (CiSP), that share information on new or emerging security issues. Any potential threats presented are assessed for severity either by our CTO or by a third party CHECK or CREST accredited body and acted upon accordingly.
• Protective monitoring type: Supplier-defined controls
• Protective monitoring approach: We give any security related incidents the highest priority. We have monitoring software that detects abnormal activity and provides SMS alerts if unusual patterns of activity are detected. In the event of a potential breach, the situation is assessed for severity and an appropriate response is coordinated immediately.
• Incident management type: Supplier-defined controls
• Incident management approach: Customers can report incidents via our 24 hour telephone support helpdesk, via our incident reporting software or via email to the Technical Support Manager. Most incidents do fit a common type and have appropriate processes in place to deal with them. Non-common incidents are dealt with on an adhoc basis and followed up with an incident report to the stakeholders depending on the severity

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

  MyScan replaces the need for photocopying and offline storage of paper document evidence. Digitizing the end-to-end document evidence process supports authorities trying to go paperless (or reduce their paper-use) as part of their carbon footprint reduction efforts.
• Covid-19 recovery:

  Covid-19 recovery

  MyScan is a browser-based web app and can be used on multiple device types and browsers so that customers can use ScanStation on their personal device (rather than visiting a customer contact centre). MyScan can be utilised by those shielding from COVID-19 by allowing users to provide their evidence at home, without needing to visit their contact centre. In turn, this reduces queues and improves social distancing and COVID-19 safety measures at councils, without impacting the delivery of council services.
• Tackling economic inequality:

  Tackling economic inequality

  MyScan is a self-serve solution, modernising the delivery of human-resource intensive and slow processes, such as using traditional scanning or photocopying. This creates significant savings on provision without affecting service outcomes, ensuring that advisors can devote more time to complex and vulnerable cases whilst reducing waiting times.; ; Councils can use MyScan to support businesses by providing a quick and easy self-service option for citizens to supply evidence for their business rates and other services.; ; Citizens can use MyScan to provide evidence for a variety of Council services (determined by the customer Council), supporting those who face barriers to employment.

Pricing

• Price: £15,000 to £40,000 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 guy.giles@lookinglocal.gov.uk. Tell them what format you need. It will help if you say what assistive technology you use.