MobySoft LTD

RepairSense

RepairSense optimises social housing repairs, enhancing tenant satisfaction by anticipating and reducing problematic repairs. Using advanced AI and Machine Learning trained on 7 million jobs over 4 years, RepairSense swiftly identifies recurring issues from unstructured data, empowering landlords to proactively avert persistent problems, resulting in improved service quality and consistency.

Features

• Highly accurate repairs insight using supervised learning AI
• Delivering enriched repairs data to the right person, right time
• Realtime identification of avoidable repairs jobs
• Two way integration delivering warnings to Trade Colleagues
• Insights to intervene and prevent future repeat problems
• Severe ongoing faults presented in timeline for remediation
• Analysis and drill down insight into inefficient repairs
• API and/or web app giving access to insight
• Cloud based application that is deployed within 12 weeks
• Integration into HMS or other reporting tools via APIs

Benefits

• View jobs for a specific ongoing fault as a timeline
• Manage problematic repairs as a case for a lasting fix
• Intervene in a repairs problem before it escalates
• Real time information and early intervention
• Create a first time fix, a lasting fix, every time
• Increase tenant satisfaction
• Reduce complaints and disrepair claims through improved repairs
• Improve employee satisfaction & reduce calls into call centres
• Reduce the ongoing WIP & overall repairs jobs
• Time to job decreases and improved SLAs

£2.50 a unit 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 enquiries@mobysoft.com. Tell them what format you need. It will help if you say what assistive technology you use.

Framework

G-Cloud 14

Service ID

362401213762400

Contact

Paul Jackson
0161 974 2000
enquiries@mobysoft.com

Service scope

• Software add-on or extension: No
• Cloud deployment model: Private cloud
• Service constraints: No
• System requirements:
  • Industry standard devices (PCs, laptops, SmartPhones, Tablets etc.)
  • Industry standard browsers (Chrome, Edge, Safari etc.)
  • Extract tool will upload to internet via HTTPS
  • Standard API protocols
  • 4. Excel to view report downloads

User support

• Email or online ticketing support: Email or online ticketing
• Support response times: Support queries are responded to within 4 hours during the standard working week. We operate SLA driven response times for all queries and incidents our support desk handle, helping to set and manage expectations within our organisation and yours.
• 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: Ticketed support from our dedicated helpdesk team via telephone/email/web channels. Advanced technical & platform optimisation support available. Customer Success Managers assigned to every customer. All included in cost.
• Support available to third parties: Yes

Onboarding and offboarding

• Getting started: Onsite training is provided, hypercare period post implementation, user documentation, video support. Technical assistance via telephone, email or support tickets.
• Service documentation: Yes
• Documentation formats:
  • HTML
  • ODF
  • PDF
• End-of-contract data extraction: Data is returned in spreadsheet form and sent via a secure method. In line with GDPR best practice.
• End-of-contract process: User accounts information and customer data is removed using a secure removal process. No client data will persist on live systems within 7 days of the contract ending.

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: No
• Service interface: No
• User support accessibility: None or don’t know
• API: No
• Customisation available: No

Scaling

• Independence of resources: Processing architecture design utilising discrete micro-services for complete horizontally infinite scaling.; ; Elastic loaded balancing employed to ensure responsive and scalable user experience.

Analytics

• Service usage metrics: Yes
• Metrics types: We supply detailed data reports and insights that cover a range of metrics including qualitative measures, quantitative measures, and job measures.; ; These are available on an organisational basis, team basis, and individual basis. They allow for clear oversight as to what, why, where and how performance can be improved across all levels of the business.
• Reporting types:
  • Real-time dashboards
  • Regular reports

Resellers

• Supplier type: Not a reseller

Staff security

• Staff security clearance: Other security clearance
• Government security clearance: None

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: No
• Datacentre security standards: Complies with a recognised standard (for example CSA CCM version 3.0)
• Penetration testing frequency: At least once a year
• Penetration testing approach: Another external penetration testing organisation
• Protecting data at rest: Encryption of all physical media
• Data sanitisation process: Yes
• Data sanitisation type: Explicit overwriting of storage before reallocation
• Equipment disposal approach: A third-party destruction service

Data importing and exporting

• Data export approach: Excel Spreadsheets and CSV downloaded from portal, MS Dataverse, API endpoints.
• Data export formats:
  • CSV
  • Other
• Other data export formats: Excel
• Data import formats:
  • CSV
  • Other
• Other data import formats: XML

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: Subject to specific agreement
• Approach to resilience: Available on request
• Outage reporting: Service issues are reported internally, service status in front end portal and communicated out to users via email alerts.

Identity and authentication

• User authentication needed: Yes
• User authentication:
  • Username or password
  • Other
• Other user authentication: Multi-factor authorisation available
• Access restrictions in management interfaces and support channels: Limited to connection from Mobysoft known IP Address(s) only via VPN.
• Access restriction testing frequency: At least every 6 months
• Management access authentication:
  • 2-factor authentication
  • Username or password
  • Other
• Description of management access authentication: Multi-factor authentication also available

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: 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: Between 1 month and 6 months

Standards and certifications

• ISO/IEC 27001 certification: Yes
• Who accredited the ISO/IEC 27001: Bsi
• ISO/IEC 27001 accreditation date: 13/07/2021
• What the ISO/IEC 27001 doesn’t cover: Any integrations with third parties. ISO27001 certificate can be provided upon request.
• 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: ISO/IEC 27001
• Information security policies and processes: General IT Usage Policy (including Internet Usage). VPN Policy, Client Data Policy, Mobile Computing Device Policy. All are accessible to staff, who must acknowledge by signing agreement. Compliance is governed by CSO who reports to CEO. Various monitoring and compliance checking regimes are in-place to ensure employee behaviour is compliant with the policies.

Operational security

• Configuration and change management standard: Supplier-defined controls
• Configuration and change management approach: RepairSense is designed with security in-mind. The component parts are not exposed directly to the internet, with the exception of the user-portal. All components (services and third-party modules) are registered and vulnerabilities checked for against CVE as published.
• Vulnerability management type: Supplier-defined controls
• Vulnerability management approach: In the event of a vulnerability being disclosed - the team assess the profile of this vulnerability against what is in-use with RepairSense. Typically the answer is to update the component, but on occasion this is not required.
• Protective monitoring type: Supplier-defined controls
• Protective monitoring approach: Systems are monitored for exceptions (odd usage patterns). This is in addition to the front-end monitoring provided by the Firewall and AWS platform itself (RepairSense is hosted using Amazon Web Services).
• Incident management type: Supplier-defined controls
• Incident management approach: In line with our ISO270001 Pre-defined processes exist for service failures including: Client failure to send data (no results available), Service Interruption (short-term); Service Interruption (mid/long-term) and for general business continuity. A standard procedure exists to be followed in the event of a suspected data breach. All incident management processes include a comprehensive customer communication plan.; ; Incident Reports are provided to affected organisations as a completed document detailing the cause, extent and remedial actions for the incident.

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 v3.0)

Public sector networks

• Connection to public sector networks: No

Social Value

• Social Value:

  Social Value

  • Fighting climate change
  • Wellbeing

  Fighting climate change

  Mobysoft has committed to Net Zero by 2030 and publicises its carbon reduction strategy on its website. Our baseline emissions in 2020 was 28.95tCO2e and has targeted a 10% reduction in emissions by 2026 and achieving full net zero by 2030 inline with the requirements under public procurement contracts. Mobysoft’s Emissions disclosure is available here: https://www.mobysoft.com/carbon-statement/

  Wellbeing

  Mobysoft’s RepairSense product is tackling the problem of repeat repairs in social housing. Through increasing first fix repairs the product hopes to enhance the quality of housing for social housing tenants and ensure social housing providers can provide high quality more sustainable housing to tenants.

Pricing

• Price: £2.50 a unit a year
• Discount for educational organisations: No
• Free trial available: Yes
• Description of free trial: Mobysoft offers a Proof of Value (POV) which involves 6 months of service to identify the value the software offers in advance of committing to a full year contract. This operates through a break date or short fixed term contract.
• Link to free trial: N/a

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 enquiries@mobysoft.com. Tell them what format you need. It will help if you say what assistive technology you use.