SERVICE WORKS GLOBAL LIMITED

QFM Integrated Workplace and Facilities Management Solution

QFM is a FM solution providing tools to manage space, assets, maintenance, and resources. It helps organisations optimise operations, track assets, schedule maintenance, and improve workplace efficiency. Fully integrated with P3rform’s payment mechanism, QFM ensures data integrity, transparency, and auditability across PPP contracts.

Features

• Space platform. Asset optimisation, maintenance schedule tasks, utilisation, planning
• Asset tracking managing equipment Space utilisation to allocate usage
• Maintenance scheduling streamlining repair tasks Track occupancy optimising workspace
• BI insight usage Space utilisation reports for performance analysis
• Integrated BIM data insight Plan Space configurations efficiency planning
• Servicedesk management resolving issues Space data integration BIM CAD
• Secure Cloud based hosting Manage workspace relocations
• Manage stock levels compliance resourcing Forecast future space based occupancy
• Mobile accessibility for facility management capabilities. Interactive floor planning tool
• Integrate with existing data systems Ensures compliance with regulations

Benefits

• Streamlined maintenance scheduling Space optimisation layout resource allocation
• Asset tracking resource allocation and utilisation Streamlining move relocation planning
• Workorder management task coordination Integrating workplace management oversight
• Realtime reporting analytics Informed space tracking utilisation
• Dashboards configurable performance monitoring Reportable analytics for data workspace optimisation
• Mobile accessibility managing updates Asset management tool track maintain assets
• Integration with existing systems Compliance tool to regulatory safety standards
• Regulatory compliance tools to ensure adherence to industry standards.
• Scalable solution accommodating business growth implemented by accredited professionals
• Tool agnostic space viewing tool agnostic space allocation

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

Framework

G-Cloud 15

Service ID

375217855435387

Contact

SWG Sales Team
02088774080
tenders@swg.com

About the service

• Service categories:
  • Application Development and Deployment
    • Analytics and business intelligence
      • Business Intelligence
        • Business Intelligence
      • Advanced and predictive analytics
        • Advanced and predictive analytics
      • Location and geospatial data management and analytics
        • Location and geospatial data management and analytics
• Multi cloud support: Yes

Service scope

• Software add-on or extension: No
• Cloud deployment model: Public cloud
• Service constraints: Planned maintenance will be scheduled on the hosting service. Any planned outages will be communicated and agreed in advance to minimise any impacts to operations.
• System requirements:
  • Chrome
  • Edge
  • Firefox
  • Safari
  • Android 7
  • IOS 10

User support

• Email or online ticketing support: Yes
• Support response times: SWG's target response times are as follows: Priority 1: 30 minutes Priority 2: 1 hour Priority 3: 4 hours Priority 4: 8 hours. Standard support time is based on Monday to Friday 8.30 am - 6pm excluding public holidays.
• User can manage status and priority of support tickets: Yes
• Online ticketing support accessibility: WCAG 2.2 AA
• Phone support: Yes
• Phone support availability: 9 to 5 (UK time), Monday to Friday
• Web chat support: No
• Onsite support: Yes
• Support levels: SWG's target response times are as follows: Priority 1: 30 minutes Priority 2: 1 hour Priority 3: 4 hours Priority 4: 8 hours. Standard support time is based on Monday to Friday 8.30 am - 6pm excluding public holidays. ; ; The support relationship includes an account manager, access to the support portal 24/7/365, Staff working times as stated above. SWG manage the infrastructure 24/7/365 with a technical consultant available for application support during the time shown above.
• Support available to third parties: Yes

Onboarding and offboarding

• Getting started: We provide a broad range of training courses which enable users to gain a deeper understanding of QFM software. Whether you require training for end-users or technical system administrator, we deliver a solution to meet your needs. Our training consultants have extensive hands-on experience and requisite technical/communication skills to help your organisation optimise return on software investment. All courses can be delivered at either your premises or at any of Service Works’ dedicated training facilities. Hands-on training exercises provide practical understanding of key areas. Foundation, intermediate, advanced courses tailor training to users’ ability level. Training can be delivered using your own (training) database, enabling delegates to learn applications using familiar and relevant terminology. ‘Train-the-trainer’ service delivers an economical/flexible option for training large numbers of personnel. Online courses offer a cost-effective means of training remote/geographically diverse users. Specialist courses, including System Administrators, Training certification and full documentation provided for all courses. Product documentation is available, including Release Notes/User Guides.; ; Training is provided on a time and materials basis at the day rate shown in the pricing document including preparation/delivery/follow-up. ; ; Bespoke training can be arranged to suit specific customer requirements. Pricing is charged at the day rate stated in the pricing document.
• Service documentation: Yes
• Documentation formats: PDF
• Documentation accessibility standard: WCAG 2.2 AA
• End-of-contract data extraction: Users can utilise the standard export reports available in QFM at any point in their contract period. ; SWG will also provide any reasonable additional extracts at the end of the contract upon request.
• End-of-contract process: Upon termination, at the end of the contact period, most data is available for download by the customer as long as the subscription is still live. So in most cases this is a simple self service process. As part of the termination process SWG discuss the data extraction requirement, if for any reason the standard tools are not adequate. SWG will provide any or all client data at (no extra cost) within the subscription period. It should be noted SWG will typically provide data in CSV format. However other formats can be discussed if required. As standard SWG do not perform any data transformation or manipulation however this can be discussed and provided as an optional service. This will be costed as time and material consultancy against the day rate stated within the pricing document.

Using the service

• Web browser interface: Yes
• Supported browsers:
  • Microsoft Edge
  • Firefox
  • Chrome
  • Safari
  • Opera
• Application to install: No
• Designed for use on mobile devices: Yes
• Differences between the mobile and desktop service: QFM is primarily a web-based platform, which means it can be accessed and utilised on desktop PCs, laptop PCs, tablet and mobile devices. ; The screen layout and resolution will change to suit the requirements of the device accessing QFM i.e. the Mobile viewing settings will show larger buttons and in a single stream of data. ; SWG also offer QFM Mobile, an iOS and Android application that interacts with the main QFM FM system. QFM Mobile is configured specifically for mobile and tablet devices and works in online/offline mode.
• Service interface: Yes
• Description of service interface: The service interface operates via the service portal where certain aspects are mandatory and some optional in the interface provided.
• Accessibility standards: WCAG 2.2 AA
• Accessibility testing: The user interface is simple and intuitive and does not present a complex user interface as result none of our clients are using specific assistive technology however all testing has been carried out internally.
• User support accessibility: WCAG 2.2 AA
• API: Yes
• What users can and can't do using the API: Integration is achieved by a mix of technologies to suit the environment including Web Services (SOAP and WCF), SSIS, text files, Excel transfer, MQ and Ms MQ, direct OLEDB, propriety adaptors, etc. QFM includes its own middleware orchestrator which offers scheduling, manipulation and auditing features. As QFM is built upon industry standard SQL framework and Web Services, most 3rd party middleware solutions are also able to be used.; ; The bulk of QFM product functionality is exposed though services. These may be used in-line by referencing a .Net dll or may be invoked remotely via web services. This makes it possible for any relatively modern environment to be able to use the core QFM services directly from within their applications. Extensive business logic is held within the QFM services layer and is leveraged during data transfer in order to ensure data integrity and consistency. Data may be shared near real-time or at scheduled intervals.; ; At a data model level, QFM exposes a set of formal views which serve as a query API onto key data in the database. This layer is tightly controlled in order to maintain a contractual obligation to other systems that may be designed around it.
• API documentation: Yes
• API documentation formats: PDF
• API sandbox or test environment: Yes
• Customisation available: Yes
• Description of customisation: All QFM applications offer a high degree of user configurable functionality; allowing users to tailor the system to their specific requirements. Many field labels and UI text can be changed so that organisational terminology can be applied, and many screens can be configured by activating/disabling fields or defining these as read-only or mandatory, for example. Customised data views and reports can be saved and lists of ‘favourites’ added. QFM provides a vast number of controls for System Administrators to control who uses the system and how they can use it. QFM uses a range of core processing Workflows which cover a wide range of business processes and may be selected and used to suit business needs. There are many existing standard workflows available and the system provides the ability to create new workflows. This provides flexibility for Events to include customised end to end process workflows and content which are dependent on job type. For example, Planned Maintenance jobs can be configured on a workflow different to the workflow deployed for Reactive jobs. Configuration options allow fundamental processing elements to be defined, including: General workflow, Authorisation steps, Options/fields available at each job status, Configurable Mobile workflow

Scaling

• Independence of resources: Continuous real time monitoring of the Microsoft Azure Hosted Environment ensures we have total visibility of resource usage and SWG will increase resources appropriately if load increases.

Analytics

• Service usage metrics: Yes
• Metrics types: Across the service there are different types of metrics that are accessible/provided. A range of application oriented statistics highlighting statistics for usage of the system and ranging to technical service data such as service up time. A broad range of such statistical information is available as standard.
• Reporting types:
  • Regular reports
  • Reports on request
• Resource tagging: Yes
• FOCUS resource tagging: Yes

Supplier type

• Supplier type: Not a reseller

Staff security

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

Asset protection

• Knowledge of data storage and processing locations: Yes
• Data storage and processing locations:
  • United Kingdom
  • 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 4.0)
• Penetration testing frequency: At least once a year
• Penetration testing approach: ‘IT Health Check’ performed by a CREST-approved service provider
• Protecting data at rest:
  • Physical access control, complying with CSA CCM v4.0
  • Physical access control, complying with SSAE-18 / ISAE 3402
  • Encryption of all physical media
• Data sanitisation process: Yes
• Data sanitisation type:
  • Deleted data can’t be directly accessed / Cryptographic Erasure
  • Data Erasure
  • Explicit overwriting of storage before reallocation / Secure Erase
  • Degaussing
  • Physical Destruction / Hardware containing data is completely destroyed
• Equipment disposal approach: A third-party destruction service

Data importing and exporting

• Data export approach: QFM has a dedicated Import/Export facility for use by administrators for general data uploads and downloads. This covers a wide range of QFM data types and enables imports and exports via Excel in unicode text and comma delimited file types.
• Data export formats:
  • CSV
  • Other
• Other data export formats: .xls
• Data import formats:
  • CSV
  • Other
• Other data import formats: .xls

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: As standard we offer 99.95 availability of the environment.; Database is 99.99%.; ; A scheme for providing performance penalties can be negotiated with any customers who request this.
• Approach to resilience: The Managed Hosting Service (MHS) from SWG provides a highly resilient solution for clients to outsource their business-critical FM software. SWG has partnered with Microsoft Azure to deliver a bullet-proof offering for platform and software management. The MHS delivers a highly secure, fully managed, Service Level Agreement backed solution for SWG Software hosting, including housing, serving and maintaining remote servers and platform software and full management of SWG Software. The service provides a virtualized and fully-resilient solution that is easily expanded should the need arise. The Azure Public Cloud is one of the most innovative and secure infrastructures available. With decades of enterprise software development experience, Microsoft builds this knowledge into improving security in its products, and has dedicated security teams that work around the clock to mitigate the effects of any threat. Comprehensive monitoring services are available to SWG clients, for example to protect against Distributed Denial of Service (DDoS), and through Azure an increasing range of services can be offered. Microsoft leads the industry in meeting international and industry security and privacy requirements, such as General Data Protection Regulation (GDPR), ISO 27001, HIPAA, FedRAMP, SOC 1 and SOC 2, as well as country-specific standards across the globe.
• Outage reporting: The system uses a range of monitoring tools relating to all key hardware and database parameters that allow a 24/7 x 365 team to respond to any imminent issues. The system also provides 24/7 x365 URL monitoring to ensure continuous up-time. In the event of anything other than a minor outage, e.g. sub 10 seconds, notification will be provided to key customer staff via email.

Identity and authentication

• User authentication needed: Yes
• User authentication:
  • Multi-Factor Authentication (MFA)
  • Public key authentication (including by TLS client certificate)
  • Identity federation with existing provider (for example Google Apps)
  • Dedicated link (for example VPN)
  • Username or password
  • Other
• Other user authentication: Single sign on is also available.
• Access restrictions in management interfaces and support channels: QFM provides secure access for system administrators to control who uses the system and how they can use it. A hierarchical structure of licensing and permissions functions enable administrators to create permissions-based access to screens and workflows for individual users within user profile categories, offering flexibility and control over system security. In addition, administrator users have the ability to create new customised user profile categories which can contain a different configuration of roles and rights.
• Access restriction testing frequency: At least once a year
• Management access authentication:
  • Multi-Factor Authentication (MFA)
  • Public key authentication (including by TLS client certificate)
  • Identity federation with existing provider (for example Google Apps)
  • Dedicated link (for example VPN)

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: 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: At least 12 months
• How long system logs are stored for: Between 1 month and 6 months

Security governance

• Named board-level person responsible for service security: Yes
• Software Security Code of Practice: Yes
• Security governance certified: Yes
• Security governance standards:
  • CSA CSM version 4.0
  • ISO/IEC 27001
• Information security policies and processes: Service Works is accredited with the ISO 27001 international information security standard. The organisation has a comprehensive set of information security policies, signed off at senior level, and processes and audits these annually. We are also audited annually by an external independent accredited body. Our cyber security protection is of the highest quality. In addition to ISO 27001 auditing, SWG manages and reports any risks, together with mitigation plans, to our parent company on a quarterly basis.

Operational security

• Configuration and change management standard: Complies with a recognised standard, for example CSA CCM v4.0 or SSAE-18 / ISAE 3402
• Configuration and change management approach: Hardware and infrastructure is controlled by Microsoft Azure to the standard noted above. With regard to the application, SWG employs a strict change management process via our CRM system that ensures appropriate approval for any change requested. All changes are applied to a user acceptance test environment and only applied to production after UAT sign-off.
• Vulnerability management type: Complies with a recognised standard, for example CSA CCM v4.0 or SSAE-18 / ISAE 3402
• Vulnerability management approach: Infrastructure vulnerability management conforms to the standard above, based on Microsoft Azure procedures. All VMs are routinely patched monthly with the option to apply any critical patches if required.
• Protective monitoring type: Complies with a recognised standard, for example CSA CCM v4.0 or SSAE-18 / ISAE 3402
• Protective monitoring approach: SWG operate 24/7/ 365 EDR (Endpoint Detection and Response) service which operates on all SWG PCs and servers. This also operates on all jump servers that provide access to the customer hosted environment. This is monitored by security experts and is available for issues 24/7/365 via a Security Operation Centre.; Server Access also restricted by IP address.; MFA required for remote access.; NSG (Network security groups) are used.; Comprehensive Incident Response Policy, including comms plan. Where relevant, customer informed within 72 hours, or sooner if the service is affected in any way.
• Incident management type: Complies with a recognised standard, for example, CSA CCM v4.0 or ISO/IEC 27035:2011 or SSAE-18 / ISAE 3402
• Post-quantum cryptography secure: Yes
• Incident management approach: SWG has a comprehensive pre-defined process for incident management this policy is included in our ISMS which is audited externally every year this includes clear direction regarding incident reporting, investigation, incident categorisation, detailed analysis of any data loss, clear instructions relating to the communication requirements including who needs to be informed and how quickly. This policy also includes the requirement to define the root cause and ensure that the appropriate mitigation is in place to prevent or reduce the impact of any future occurrence.

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

Pricing

• Discount for educational organisations: No
• Free trial available: No

Discount percentage by annual call-off contract value (excluding VAT)

• Less than £250,000: 0%
• Between £250,000 and £500,000: 0%
• Between £500,001 and £1,000,000: 0%
• Between £1,000,001 and £2,500,000: 0%
• Between £2,500,001 and £5,000,000: 0%
• Over £5,000,001: 0%

Standards and certifications

• ISO/IEC 27001 certification: Yes
• ISO/IEC 27001 accredited by: ISO 27001 - Amitovo Group (British Assessment Bureau)
• ISO/IEC 27001 accreditation date: Tuesday 17 June 2025
• What the ISO/IEC 27001 doesn’t cover: N/a
• ISO 28000:2022 certification: No
• ISO 9001 certification: Yes
• ISO 9001 certification accredited by: ISO9001 - Amtivo Group (British Assessment Bureau)
• ISO 9001 accreditation date: Friday 2 September 2016
• What the ISO 9001 doesn’t cover: N/a
• Quality management systems (QMS): Yes
• CSA STAR certification: Yes
• CSA STAR accreditation date: Wednesday 15 May 2024
• CSA STAR certification level: Level 2: CSA STAR Attestation
• What the CSA STAR doesn’t cover: The CSA Star certification covers Microsoft Azure Data centres where we have both data relating directly to the service and SWG corporate data. This certification does not include SWG corporate offices.
• PCI certification: No
• Cyber essentials: No
• Cyber Essentials Alternative: In relation to the services you do not have a current and valid Cyber Essentials certificate which has been awarded by one of the government approved Cyber Essentials accreditation bodies but you are working towards gaining it, and will be in a position to confirm that you have been awarded a current and valid Cyber Essentials certificate by one of the government approved accreditation bodies within 12 months of the date of award.
• Cyber essentials plus: No
• Cyber Essentials Alternative: You do not have a current and valid Cyber Essentials Plus certificate, or will not have in place within 12 months of the date of award but have an IASME certified equivalent.
• Other security certifications: No

Social value

• Mission: Kick start economic growth:

  To secure the highest sustained growth in the G7 - with good jobs and productivity growth in every part of the country making everyone, not just a few, better off.

  Policy Outcome 2: Skills for growth: Supporting growth sectors and addressing skills gaps.

  • Understanding of employment and relevant skills issues, and of the education and training issues relating to the contract. Illustrative examples: demographics, skills shortages, new opportunities in high growth sectors, geographic/local community and skills/employment challenges

  Policy Outcome 3: Resilient, innovative and flexible supply chains: Support economic growth through enabling resilient businesses, opportunities for small businesses and voluntary, community and social enterprises

  • Activities to identify opportunities to open up sub-contracts under the prime contract to a diverse range of businesses, including new businesses, entrepreneurs, start-ups, SMEs, VCSEs and mutuals
  • Understanding of local demographics, needs and opportunities for the co-design of the goods, services and works to be delivered under the contract
• Mission: Make Britain a clean energy superpower:

  To cut bills, create jobs and deliver security with cheaper, zero-carbon electricity by 2030, accelerating to net zero

  Policy Outcome 4: Sustainable procurement practices: Reducing carbon footprints, minimising waste, and promoting the use of clean energy and green technologies.

  • Understanding of opportunities for additional environmental benefits delivery in the performance of the contract, including working towards net zero carbon emissions and use of clean energy and green technologies
  • Understanding of how to influence staff, suppliers, customers, communities and/or any other appropriate stakeholders through the delivery of the contract to support climate and nature protection and improvement
• Mission: Break down barriers to opportunity:

  By reforming our childcare and education systems, to make sure there is no class ceiling on the ambitions of young people in Britain

  Policy Outcome 6: Employment and training: For those who face barriers to employment

  • Understanding of employment and skills issues, and of the skills and employment shortages of high growth sectors relating to the contract
  • Understanding of the issues affecting the representation of disabled people in the workforce in the market, industry or sector relevant to the contract, and in the supplier’s own organisation and those of its key sub-contractors
  • Understanding of the issues affecting inequality in employment, skills and pay in the market, industry or sector relevant to the contract, and in the supplier’s own organisation and those of its key sub-contractors. Measures to tackle inequality in employment, skills and pay in the contract workforce

  Policy Outcome 7: Creating a pipeline of opportunities: For the contract workforce, reducing barriers to entry for under-represented groups.

  • Understanding of the underlying factors affecting improvements to reduce barriers to entry and training schemes for the target cohort(s) related to the contract workforce
  • Understanding of issues relating to entering the contract workforce
• Mission: Build an NHS fit for the future:

  That is there when people need it; with fewer lives lost to the biggest killers; in a fairer Britain, where everyone lives well for longer.

  Policy Outcome 8: Increasing productivity through physical and mental wellbeing: In the supply chain and communities in the relevant area.

  • Understanding of issues relating to health and wellbeing, including physical and mental health, in the contract workforce

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