DAVIES GROUP LIMITED

Complaints Management

The Complaints Management proposition from Davies Technology Solutions (Caresmart), is a templated product within the Foundation Platform. Caresmart makes it easy for organisations to capture, manage, track and report on complaints across the entire business network, ensuring customers experience a consistent and concise approach to resolving their problem within.

Features

• Dynamic/intelligent workflows that prompts for specific actions
• Regulatory SLAs and escalations built into case management processes
• Frontline Portal quick capture form
• Case timeline and summary views allowing for quick case overview
• Template letters and emails for each stage of the process
• Quality Assurance process built into each complaint processed
• Full operational MI Suite, including biannual FCA Return (Financial Services)
• Detailed root cause analysis delivering learning opportunities
• Integration with 3rd party systems
• Field validation and business rules, complaints logging and handling process.

Benefits

• Systems integration affording fast data entry and processing
• Reduce operational costs and increase productivity
• Consistency in complaint handling
• Manage costs and control compensation
• Identify root causes and learning opportunities to prevent issue recurrence
• Quick and simple implementation

£35,000 to £38,500 a unit

• 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 bids@davies-group.com. Tell them what format you need. It will help if you say what assistive technology you use.

Framework

G-Cloud 14

Service ID

370864470386359

Contact

Gill Gange
01554 700371
bids@davies-group.com

Service scope

• Software add-on or extension: No
• Cloud deployment model: Public cloud
• Service constraints: NA
• System requirements:
  • Internet access
  • Up to date web browser

User support

• Email or online ticketing support: Email or online ticketing
• Support response times: 24/7/365, 1 hour response time
• 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: Yes, at extra cost
• Support levels: Office based support in line with agreed service level agreement.
• Support available to third parties: No

Onboarding and offboarding

• Getting started: On and off site training is available, depending on specification requirements and purchased services. Users can be provisioned programmatically from a file/data feed.
• Service documentation: Yes
• Documentation formats:
  • HTML
  • PDF
• End-of-contract data extraction: Format dependent on service provided.
• End-of-contract process: Users can be offboarded programmatically from a file/data feed. Tailored to individual customers’ needs, varies according to service provided. Professional services for development and support also provided - additional costs apply.

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: NA
• Service interface: Yes
• User support accessibility: WCAG 2.1 AA or EN 301 549
• Description of service interface: Web based UI underpinned by the relevant contact solution. We can also build custom UI's to serve bespoke needs, such as dashboards and self service customer portals.
• Accessibility standards: WCAG 2.1 AA or EN 301 549
• Accessibility testing: UX/UI testing has been undertaken on all application UI's. Accessibility assured testing.
• API: Yes
• What users can and can't do using the API: Generally speaking Rest API are available to preform CRUD functions and programmatically drive customer/user interaction. API features will be dependent on end system configuration and requirement. What users can and can't do using the API API for managing call/meeting recordings (download, delete, share…), obtain statistics, manage users. Custom APIs for bespoke applications. API documentation Yes API documentation formats Online API sandbox or test environment Yes
• API documentation: Yes
• API documentation formats: HTML
• API sandbox or test environment: Yes
• Customisation available: Yes
• Description of customisation: Solutions can be configured to meet end customer needs utilising microservices and prebuilt modules. We also build bespoke web applications, portals and dashboards. We also have complementary offerings in Davies Group from our colleagues within the Consulting and Technology division, including: Contact Management, Bespoke Application Development, Intelligent Automation, Voice of the Customer (VoC), Data and Compliance, RegTech, and Analytics. Often, working with a single vendor across multiple disciplines and business areas can have wide-ranging benefits to all initiatives. So, please do get in touch if you have questions regarding how these elements can work together to provide even greater benefit.

Scaling

• Independence of resources: In the main, we utilise public cloud technology where resources are logically separated per client (multi-tenant). We also provide in-premise solutions in some cases. We provide service availability and performance SLA for the services.

Analytics

• Service usage metrics: Yes
• Metrics types: Usage metrics via real time dashboards/historical reports, audit reports
• Reporting types:
  • API access
  • Real-time dashboards
  • Regular reports
  • Reports on request

Resellers

• Supplier type: Not a reseller

Staff security

• Staff security clearance: Other security clearance
• Government security clearance: Up to Baseline Personnel Security Standard (BPSS)

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: Managed by a third party
• Penetration testing frequency: At least every 6 months
• Penetration testing approach: Another external penetration testing organisation
• 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
• Data sanitisation process: Yes
• Data sanitisation type:
  • Explicit overwriting of storage before reallocation
  • 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: Dependent on the service provided, data can be exported in multiple formats e.g., database content (schema plus data), flat file (text), audio data (multiple formats).
• Data export formats:
  • CSV
  • ODF
  • Other
• Other data export formats:
  • Audio data (e.g., WAV, MP3, other)
  • XML
  • Database
• Data import formats:
  • CSV
  • ODF
  • Other
• Other data import formats:
  • Audio data (e.g., WAV, MP3, other)
  • XML
  • Database

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)
• Data protection within supplier network:
  • TLS (version 1.2 or above)
  • Legacy SSL and TLS (under version 1.2)

Availability and resilience

• Guaranteed availability: We operate on the Cloud SLAs which provide a 99% SLA uptime guarantee. Service credits are provided per minute at a percentage of the total contract value for any degradation in service below these set parameters
• Approach to resilience: We utilise Cloud technology (AWS and Azure) for our SaaS products and fully adhere to AWS Well-Architected framework. We provide SLAs to all our end clients and compensate users for any degradation of service on set parameters.
• Outage reporting: Outages are automated and alerted via email, SMS, API as separated alerts services. We also provide a staffed service team who work with clients in response to any service situations.

Identity and authentication

• User authentication needed: Yes
• User authentication:
  • 2-factor authentication
  • Public key authentication (including by TLS client certificate)
  • Identity federation with existing provider (for example Google Apps)
  • Username or password
• Access restrictions in management interfaces and support channels: Access restriction is managed via user policy.
• Access restriction testing frequency: At least once a year
• Management access authentication:
  • 2-factor authentication
  • Public key authentication (including by TLS client certificate)
  • Identity federation with existing provider (for example Google Apps)
  • 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

Standards and certifications

• ISO/IEC 27001 certification: Yes
• Who accredited the ISO/IEC 27001: Perry Johnson Registars, Inc.
• ISO/IEC 27001 accreditation date: 20/03/2023
• What the ISO/IEC 27001 doesn’t cover: All controls are included in the scope of the certification.
• ISO 28000:2007 certification: No
• CSA STAR certification: Yes
• CSA STAR accreditation date: 12/04/2023
• CSA STAR certification level: Level 1: CSA STAR Self-Assessment
• What the CSA STAR doesn’t cover: Not Applicable
• 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: We are a regulated business by the FCA and operates to ISO27001 standards. All policies are managed by an internal InfoSec and Governance team under our CISO. Staff training is conducted bi-annually or in the event of policy change. Training is delivered via online courses and assessments and is mandatory for every employee as a part of their employment contracts.

Operational security

• Configuration and change management standard: Supplier-defined controls
• Configuration and change management approach: Change management follows the ITIL process. All changes are logged & tracked in service desk application. Changes follow the fully documented procedure.
• Vulnerability management type: Supplier-defined controls
• Vulnerability management approach: All patching follows internal policies and processes. Standard Maintenance Process: - Updates will be applied within one-month cycles in line with vendor advisory releases Priority Maintenance Process: - Taking into change management and business impact updates will be applied within 10 business days / two weeks. Immediate Mitigation Process: - Within 72 business hours.
• Protective monitoring type: Supplier-defined controls
• Protective monitoring approach: We identify potential compromises, network attacks and/or breaches via manual checks as well as software and supplier alerts. If a vulnerability is detected, this is raised with the Davies information security management team, and detailed investigations and associated threat assessments are instigated immediately, with any required changes deployed immediately as a hot fix.
• Incident management type: Supplier-defined controls
• Incident management approach: All cyber security incidents are reported via IT service desk by alerts from our detection systems. They follow a standard ITIL incident management process. All security events are logged to a central SIEM system. Our SIEM system is used for monitoring the use of information processing facilities and the results of the monitoring activities are reviewed regularly

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: Yes
• Connected networks:
  • Public Services Network (PSN)
  • Health and Social Care Network (HSCN)

Social Value

• Social Value:

  Social Value

  • Fighting climate change
  • Tackling economic inequality
  • Equal opportunity
  • Wellbeing

  Fighting climate change

  As a Group, we have committed to cut our carbon emissions in half by 2030 and to reach carbon net-zero by 2050. This target is aligned with the Science-Based Targets initiative (SBTi) - a globally-recognised framework that provides companies with a clear pathway to support the Paris Agreement’s goal of limiting global warming to 1.5°C above pre-industrial levels. Our targets are due to be verified by SBTi in 2024. Our environmental impact does not stop at GHG emissions. From the raw materials used in our services, equipment and technology, to the water consumption in our offices and the lifecycle of operational waste, we are taking steps to reduce our impact. This year, we implemented a new global procurement system with a focus on building sustainability into the supply chain, with improved tracking and the capability for sustainability reviews of products and suppliers. Our fully-digitised claims management system has reduced printing by 90%, and we already recycle the vast majority of our operational waste. Legal Solutions uses local and ethical suppliers for office equipment with full traceability, and we promote “green parts” within our auto claims. We are aiming to develop and launch Davies’ global waste strategy in the coming year. Several of our offices have already moved to 100% renewable energy. Our ultimate goal is for all of the energy used in our offices to come from renewable sources

  Tackling economic inequality

  Our people are at the heart of our business. They are critical to our business success and an integral part of our sustainability ambitions. The variety of skills and perspectives within our workforce drives innovation. We provide a nurturing environment where every employee can develop their professional experience and reach their career ambitions, helping Davies to grow its capabilities from within and retain our brilliant talent. During the year, 345 people were promoted internally.; ; We believe in lifelong learning and are proud to align with UN SDGs 4 and 8: Quality Education and Decent Work. Positive contributions made by employees are recognised through frequent performance reviews and rewarded through the Davies Incentive Plan. These reviews also explore areas for career and skill growth, with our training opportunities delivered by the Thrive at Davies L&D platform, as well as leadership development programmes and even funding for professional qualifications and memberships.; also offers technical apprenticeships, and our Legal Solutions unit was one of the first UK law firms to place aspiring solicitors on the Graduate Solicitor Apprenticeship. In FY23, we offered 169 apprenticeships within Davies Group, and our Learning Solutions unit placed a further 1760 apprentices across the UK.; Our Targets: ; Undertake regular performance and career development reviews with all our colleagues.; Offer career- or skills related training to all colleagues.; Advertise all job vacancies internally, where possible.; Continue to ensure fair pay across the business.; A quarter of Davies’ job vacancies were filled internally in 2023.

  Equal opportunity

  As a group we believe in lifelong learning and are proud to align with UN SDGs 4 and 8: Quality Education and Decent Work. Positive contributions made by employees are recognised through frequent performance reviews and rewarded through the Davies Incentive Plan. These reviews also explore areas for career and skill growth, with our training opportunities delivered by the Thrive at Davies L&D platform, as well as leadership development programmes and even funding for professional qualifications and memberships. We offer professional training to all our colleagues. Davies also offers technical apprenticeships, and our Legal Solutions unit was one of the first UK law firms to place aspiring solicitors on the Graduate Solicitor Apprenticeship. In FY23, we offered 169 apprenticeships within Davies Group, and our Learning Solutions unit placed a further 1760 apprentices across the UK. At Davies, we welcome different perspectives, support each other’s ambitions, and grow together to create a welcoming and inclusive environment that reflects the diversity of our local communities. In 2023, we continued to develop our Diversity, Equity, and Inclusion (DEI) strategy and add to our progressive policies. Working with expert partners, we have delivered webinars on anti-racism and domestic abuse, grown our employee action groups and introduced enhanced inclusive hiring practices, such as the mandatory inclusion of multiple gender candidates in talent selection for senior leadership hires, and using Multiverse and Reach Out to source apprenticeship candidates from diverse backgrounds.

  Wellbeing

  The safety and wellbeing of our colleagues is paramount. Our leading policies and support services around working practices were recognised as a major strength by the EcoVadis ESG framework. In the year, we launched our Global Guiding Principles with progressive new local policies around supporting colleagues and their families.; Davies offers both global and local benefits to improve physical, mental and financial wellbeing. For example, employee assistance programs (EAP), life assurance, enhanced maternity, adoption, paternity and baby loss leave and support, cycle-to-work and electric car salary sacrifice schemes, generous holiday allowances, the Davies Incentive Plan, and access to My Choices at Davies, our wellbeing and discount platform. Our Health and Wellbeing Action Group continues to ensure we’re meeting and exceeding the needs of our people. We monitor employee perceptions and seek feedback throughout the year. We also maintain stringent health and safety standards and ensure ongoing mandatory training. Our Targets: ; • Undertake regular performance and career development reviews with all our colleagues.; • Offer career- or skills related training to all colleagues.; • Advertise all job vacancies internally, where possible.; • Continue to ensure fair pay across the business

Pricing

• Price: £35,000 to £38,500 a unit
• 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 bids@davies-group.com. Tell them what format you need. It will help if you say what assistive technology you use.