Smart Impact Ltd

smartmembership: CRM, websites, and portals for membership organisations, unions, and charities

smartmembership is a suite of apps built on Microsoft Power Platform that extends Dynamics 365 for professional membership organisations such as chartered institutes, royal colleges, trade associations, trade unions, and regulators. Our platform supports membership management and finance, events and conferences, qualifications, CPD, and self-service using industry-standard content management systems.

Features

• Complex membership management and subscription finance
• Event management for professional associations
• Qualifications and certification management
• CPD/CET management and administration
• Umbraco CMS and Kentico CMS portals and websites
• User experience design
• Online self-service portals
• Member finance, invoicing, and payments
• Ecommerce and online payments
• Grants, fundraising, and awards management

Benefits

• Cloud-based CRM for membership organisations
• Engage with your members and subscribers through every channel
• Delvie high-quality online self-service
• Digital marketing automation
• Easily publish content
• Deliver personalised services and benefits
• Support individuals and organisations through entire membership lifecycles
• Recruit, engage, and retain members
• Measure the value of your membership services
• Easily manage and control your data

£4.10 to £78.10 a user a month

• 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 steve.sydee@smartimpact.co.uk. Tell them what format you need. It will help if you say what assistive technology you use.

Framework

G-Cloud 14

Service ID

369783617193810

Contact

Steve Sydee
08455442043
steve.sydee@smartimpact.co.uk

Service scope

• Software add-on or extension: Yes
• What software services is the service an extension to: Microsoft Power Platform; Microsoft Dynamics 365
• Cloud deployment model: Public cloud
• Service constraints: Full details of the Microsoft Dynamics 365 service can be found here - https://www.microsoft.com/en-gb/download/details.aspx?id=30185
• System requirements:
  • Supported web browser (Edge, Chrome, Safari)
  • Networks with a latency of 250-300 milliseconds or less and
  • Bandwidth greater than 50 kilobytes per second (recommended)

User support

• Email or online ticketing support: Email or online ticketing
• Support response times: P1: Critical - Response Time: 15 minutes; P2: Severe - Response Time: 30 minutes; P3: Medium - Response Time: 4 hours; P4: Minor - Response Time: 6 hours; Request - Response Time: 8 hours
• User can manage status and priority of support tickets: Yes
• Online ticketing support accessibility: WCAG 2.1 AA or EN 301 549
• Phone support: Yes
• Phone support availability: 9 to 5 (UK time), Monday to Friday
• Web chat support: No
• Onsite support: No
• Support levels: Dedicated, UK-based technical support desk with client-specific SLAs based on response and resolution targets. We normally work on a basis of paid-in-advance entitlements for break-fix support and retainer -based enhanced support (Evergreen Services) for continuous system improvement.
• Support available to third parties: Yes

Onboarding and offboarding

• Getting started: Microsoft Dynamics 365 makes available comprehensive guidance, help, training and troubleshooting materials as part of the Microsoft Dynamics 365 Service. Within the Administration Portal, there are links to many of the resources available, including help articles for users and administrators who need to manage Microsoft Dynamics 365.
• Service documentation: Yes
• Documentation formats:
  • HTML
  • PDF
• End-of-contract data extraction: At any point user can export data from Microsoft Dynamics 365. This uses the Software Development Kit (SDK) to manually export data using a data export functionality.
• End-of-contract process: No more than 180 days after expiration or termination of Customer’s use of an Online Service, Microsoft will disable the account and delete Customer Data from the account.; Unless Customer has opted out of the Standard Contractual Clauses, all transfers of Customer Data out of the European Union, European Economic Area, and Switzerland shall be governed by the Standard Contractual Clauses. Microsoft will abide by the requirements of European Economic Area and Swiss data protection law regarding the collection, use, transfer, retention, and other processing of personal data from the European Economic Area and Switzerland. For more see http://trustoffice365.com/

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: Interfaces can be tailored to streamline the mobile device experience, but there is no difference between desktop and mobile capabilities.
• Service interface: No
• User support accessibility: WCAG 2.1 AA or EN 301 549
• API: Yes
• What users can and can't do using the API: The Microsoft Dataverse Web API provides a development experience that can be used across a wide variety of programming languages, platforms, and devices. The Dataverse Web API implements the OData (Open Data Protocol), version 4.0, an OASIS standard for building and consuming RESTful APIs over rich data sources. (Further details can be found here - https://learn.microsoft.com/en-us/power-apps/developer/data-platform/webapi/overview). ; ; The web API is part of the Dynamics 365 Software Development Kit (SDK). The SDK contains a wealth of resources, including code samples, which are designed to allow powerful vertical applications to be built using the Microsoft Dynamics 365 platform. It is a guide for developers writing solutions, server-side code, client applications and extensions, custom business logic, plug-ins, integration modules and custom workflow modules.
• API documentation: Yes
• API documentation formats: PDF
• API sandbox or test environment: Yes
• Customisation available: Yes
• Description of customisation: Microsoft Dynamics 365 / Power Platform is a highly customisable and flexible business application. The bulk of the customisations can be carried out without requiring coded development. This includes amending and creating new tables, columns, forms, views, and workflow processes. For cases that do require custom development, Microsoft provides a software developer kit (SDK).

Scaling

• Independence of resources: The service operates multiple scale groups in each data centre and automatically provisions new customers into a scale group. The architecture of scale groups is designed to meet the many needs of operating a service at scale, including security, scalability, performance, tenant isolation, serviceability, and monitoring. Each customer has their own individual database, separate from other customers’ databases. Data processing is logically segregated through capabilities specifically developed to help build, manage, and secure multitenant environments.

Analytics

• Service usage metrics: Yes
• Metrics types: Organization Insights provides quick view of key Dynamics 365 / Power Platform metrics such as the number of active users and page requests.
• Reporting types: Real-time dashboards

Resellers

• Supplier type: Reseller providing extra features and support
• Organisation whose services are being resold: Microsoft

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:
  • 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 3.0)
• Penetration testing frequency: Never
• Protecting data at rest:
  • Physical access control, complying with CSA CCM v3.0
  • Physical access control, complying with SSAE-16 / ISAE 3402
  • Encryption of all physical media
  • Other
• Other data at rest protection approach: For data at rest, the service deploys BitLocker with AES 256-bit encryption on servers that hold all messaging data, including email and IM conversations, as well as content stored in SharePoint Online and OneDrive for Business. BitLocker volume encryption addresses the threats of data theft or exposure from lost, stolen, or inappropriately decommissioned computers and disks. Your organization’s files are distributed across multiple Azure Storage containers, each with separate credentials, rather than storing them in a single database.
• Data sanitisation process: Yes
• Data sanitisation type: Deleted data can’t be directly accessed
• 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: Data can be exported from Microsoft Dynamics 365 through the Export to Excel feature and using web service APIs documented in the Dynamics 365 SDK. Data can also be exported using the data export service.
• Data export formats:
  • CSV
  • Other
• Other data export formats:
  • XML Spreadsheet
  • TXT
  • CSV
• Data import formats:
  • CSV
  • Other
• Other data import formats:
  • XML Spreadsheet
  • TXT
  • XLSX and XLS

Data-in-transit protection

• Data protection between buyer and supplier networks:
  • TLS (version 1.2 or above)
  • Legacy SSL and TLS (under version 1.2)
  • Other
• Other protection between networks: For data in transit, all customer-facing servers negotiate a secure session by using TLS/SSL with client machines to secure the customer data. This applies to protocols on any device used by clients, such as Microsoft Teams and Microsoft Outlook. See also http://aka.ms/Office365CE
• Data protection within supplier network:
  • TLS (version 1.2 or above)
  • IPsec or TLS VPN gateway
  • Other
• Other protection within supplier network: Microsoft uses some of the strongest, most secure encryption protocols available to provide barriers against unauthorized access to customer data. Proper key management is also an essential element of encryption best practices, and Microsoft works to ensure that all Microsoft-managed encryption keys are properly secured. Please see http://aka.ms/Office365CE

Availability and resilience

• Guaranteed availability: http://www.microsoftvolumelicensing.com/Downloader.aspx?DocumentId=11675
• Approach to resilience: Please see https://learn.microsoft.com/en-us/compliance/assurance/assurance-data-resiliency-overview
• Outage reporting: The service reports outages via the service status portal https://status.cloud.microsoft/

Identity and authentication

• User authentication needed: Yes
• User authentication:
  • 2-factor authentication
  • Identity federation with existing provider (for example Google Apps)
  • Username or password
  • Other
• Other user authentication: Modern authentication brings Active Directory Authentication Library (ADAL)-based sign-in to Office client apps across platforms, enabling sign-in features such as Multi-Factor Authentication (MFA), SAML-based third-party identity providers with Office client applications, and smart card and certificate-based authentication. Cloud identity authentication - Users with cloud identities are authenticated using traditional challenge/response. Federated identity authentication - Users with federated identities are authenticated using Active Directory Federation Services 2.0 or other Security Token Services. MFA for the service - users are required to acknowledge a phone call, text, or an app notification on their smartphone after correctly entering their password. https://technet.microsoft.com/en-us/library/office-365-user-account-management.aspx
• Access restrictions in management interfaces and support channels: The service comes with a set of administrator roles that you can assign to users in your organization. Each admin role maps to common business functions, and gives those people permissions to do specific tasks the the service admin center.; ; https://support.office.com/en-gb/article/About-Office-365-admin-roles-da585eea-f576-4f55-a1e0-87090b6aaa9d?ui=en-US&rs=en-GB&ad=GB; ; https://support.office.com/en-gb/article/Assign-admin-roles-in-Office-365-eac4d046-1afd-4f1a-85fc-8219c79e1504?ui=en-US&rs=en-GB&ad=GB
• Access restriction testing frequency: At least once a year
• Management access authentication:
  • 2-factor authentication
  • Identity federation with existing provider (for example Google Apps)
  • Username or password
  • Other
• Description of management access authentication: Dynamics 365 uses Azure Active Directory for authentication. Azure Active Directory is a comprehensive identity and access management cloud solution that provides a robust set of capabilities to manage users and groups. In role-based security, access is not granted to individual users, only to security roles. Users are assigned to roles. A user who is assigned to a security role has access to the set of privileges that is associated with that role. A user who is not assigned to any role has no privileges.

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: Between 6 months and 12 months
• Access to supplier activity audit information: Users receive audit information on a regular basis
• How long supplier audit data is stored for: Between 6 months and 12 months
• How long system logs are stored for: Between 6 months and 12 months

Standards and certifications

• ISO/IEC 27001 certification: Yes
• Who accredited the ISO/IEC 27001: BSI
• ISO/IEC 27001 accreditation date: 19/07/2022
• What the ISO/IEC 27001 doesn’t cover: None
• ISO 28000:2007 certification: No
• CSA STAR certification: No
• PCI certification: No
• Cyber essentials: Yes
• Cyber essentials plus: No
• 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: An ISMP has been established to enable the service to maintain and improve its management system for information security. Through establishment of the ISMP, the service plans for and manages protection of its assets to acceptable security levels based on defined risk management processes. In addition, the service monitors the ISMS and the effectiveness of controls in maintaining the confidentiality, integrity, and availability of assets to continuously improve information security.; ; The ISMS framework encompasses industry best-practices for information security and privacy. The ISMS has been documented and communicated in a customer-facing Information Security Policy, which can be made available upon request (customers and prospective customers must have a signed NDA or equivalent in place to receive a copy).; ; The service performs annual ISMS reviews, the results of which are reviewed by management. This involves monitoring ongoing effectiveness and improvement of the ISMS control environment by reviewing security issues, audit results, and monitoring status, and by planning and tracking necessary corrective actions.; ; The Microsoft Cloud Security Policy is available via the Service Trust Platform aka.ms/stp

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: The service has developed formal standard operating procedures (SOPs) governing the change management process. These SOPs cover both software development and hardware change and release management, and are consistent with established regulatory guidelines including ISO 27001, SOC 1/SOC 2, NIST 800-53, and others. Microsoft also uses Operational Security Assurance (OSA), a framework that incorporates the knowledge gained through a variety of capabilities that are unique to Microsoft. OSA combines this knowledge with the experience of running hundreds of thousands of servers in data centres around the world.
• Vulnerability management type: Conforms to a recognised standard, for example CSA CCM v3.0 or SSAE-16 / ISAE 3402
• Vulnerability management approach: In support of the Information Security Policy, the service runs multiple layers of antivirus software to ensure protection from common malicious software. Servers within the service environment run anti-virus software that scans files uploaded and downloaded from the service for viruses or other malware. Additionally, all mails coming into the service run through the Exchange Online Protection engine, which uses multiple antivirus and antispam engines to capture known and new threats against the system. Microsoft has its own Security Response Center (MSRC) that also supplies information to all our customers covering the whole range of Microsoft products.
• Protective monitoring type: Conforms to a recognised standard, for example CSA CCM v3.0 or SSAE-16 / ISAE 3402
• Protective monitoring approach: The service employs sophisticated software-defined service instrumentation and monitoring that integrates at the component or server level, the datacenter edge, our network backbone, Internet exchange sites, and at the real or simulated user level, providing visibility when a service disruption is occurring and pinpointing its cause. Proactive monitoring continuously measures the performance of key subsystems of the service platform against the established boundaries for acceptable service performance and availability. When a threshold is reached or an irregular event occurs the monitoring system generates warnings so that operations staff can address the threshold or event.
• 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: Microsoft's approach to managing a security incident conforms to National Institute of Standards and Technology (NIST) Special Publication (SP) 800-61. Microsoft has several dedicated teams that work together to prevent, monitor, detect, and respond to security incidents. Please see http://aka.ms/Office365SIM for more details.

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
  • Covid-19 recovery
  • Tackling economic inequality
  • Equal opportunity
  • Wellbeing

  Fighting climate change

  smartimpact has several policies focused on ensuring it has a positive environmental and social impact and takes its corporate social responsibilities very seriously. smartimpact is a business that works extensively with not-for-profit organisations and charities as the core aspect of its work. In this respect, our entire output is geared towards supporting UK civil society and the third sector. A large proportion of our workforce have specific experience working for NFP businesses and our entire ethos is shaped by the culture of the sector.

  Covid-19 recovery

  smartimpact was able to transition its work from largely office-based to fully remote working in March 2020 and has subsequently been bringing its workforce back to hybrid working for all employees. A significant part of this was due to the robust IT system and processes that we had in place to support this transition, and this is a mirror for the work we undertake with clients to support their digitisation initiatives. Through the pandemic we have supported clients, often through emergency projects, to ensure they could manage new ways of working and maximise member and stakeholder engagement in difficult times. Our focus on empowering staff to work productively from home has also helped us to develop a set of best practices that we can share with customers, and we will continue to promote the benefits of hybrid and remote working, and choice of workplace, for providing employees with a better work/life balance.

  Tackling economic inequality

  smartimpact exists to enable not-for-profit organisations to engage better with their members and stakeholders and to support their organisational objectives with better technology. All our clients are businesses working in UK civil society either as professional bodies, trade unions, or charity societies. In this respect, the outcome of all our work is a better equipped voluntary sector committed to raising standards, tackling inequality, and supporting communities. We regularly support specific campaigns championed by our staff, in our local community, or initiatives run by our clients.

  Equal opportunity

  smartimpact has stringent policies in place to ensure adherence to high-quality labour standards and principles. We are an equal opportunities employer, and our Equal Opportunities Policy commits us to equal opportunities for all employees and job applicants regardless of any protected characteristics. It also commits smartimpact staff to be mindful to guard against any bullying or harassment within the business, its supply chains, and its partners. Managers are encouraged to consider the diversity of their teams when planning recruitment activities, and measures are in place to ensure that colleagues are not discriminated against in any way. Furthermore, smartimpact has several additional policies which enshrine our commitment to best practices in terms of work/life balance for colleagues including flexible working, shared parental leave, and wellness action. smartimpact has an actively managed modern slavery and anti-human trafficking policy that commits us to act ethically and enforces effective controls to ensure modern slavery is not taking place anywhere in our business or any of our supply chains.

  Wellbeing

  smartimpact has several initiatives in place to support staff wellbeing. We have a team of Mental Health First Aiders who are available to staff to discuss concerns about stress or other work/life issues impacting their work. We have adopted a firm policy for hybrid and remote working that enables staff to choose where their place of work should be and support them with the equipment and tools to undertake their work where they choose. We also undertake regular, funded social activities so that staff can socialise with each other in relaxed and informal settings. smartimpact prides itself on supporting and getting to know its clients so we regularly support opportunities for project teams to meet in person and socialise as this fosters better collaboration and inter-team cohesion.

Pricing

• Price: £4.10 to £78.10 a user a month
• Discount for educational organisations: Yes
• 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 steve.sydee@smartimpact.co.uk. Tell them what format you need. It will help if you say what assistive technology you use.