Booking Live Software Limited

BookingLive: Online Appointment Booking and Scheduling for Central Government

The BookingLive Appointment Scheduling and Booking Software enables central government departments to manage availability and appointments (online, in venue and by phone) with intuitive systems to manage customers, staff and resources.

To support digital transformation agendas, the platform includes queue management, payment facilities and event management.

Features

• Appointment Booking and Scheduling with Queue Management
• Manage Your Staff and Resource Availability
• Take Online Payments, Deposits & Invoicing
• Send Email and SMS Notifications / Reminders
• Sync Your Staff Calendars
• Customise Booking Forms and Workflows for Process Management
• Manage Your Dashboard, Reports & Customer Check-in
• Single, Multiple Department and Enterprise wide Digital Deployment
• Online Customer Accounts and Optional EPOS
• Excellent Support and Security with API and Application Integrations

Benefits

• Increase Sales Online 24/7 with a Fully Mobile Responsive Application
• Intelligent workflow to guide and direct users to valid appointments
• Avoid double bookings and Free up your admin time
• Maximise attendance with queuing and SMS reminders
• Booking Software built to your specification
• Transaction costs reduced through automation of services
• Fully white labelled branding using our API
• Enterprise cloud hosting with 24/7 support
• Excellent project management and training
• Analyse and improve your operations and decisions with analytic reporting

£6,000 an instance 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 talk@bookinglive.com. Tell them what format you need. It will help if you say what assistive technology you use.

Framework

G-Cloud 13

Service ID

375544496313158

Contact

Vinnie Morgan
0800 1310 342
talk@bookinglive.com

Service scope

• Software add-on or extension: No
• Cloud deployment model: Private cloud
• Service constraints: Users must have internet connectivity.; Users must have access to a common browser platform.
• System requirements: Online Internet Connection with Internet Browser

User support

• Email or online ticketing support: Email or online ticketing
• Support response times: Priority 1: 1 hour (24 x 7 x 365).; Priority 2: 4 hours (Monday to Friday 9am to 6pm).; Priority 3: 1 Business Day (Monday to Friday 9am to 6pm).; Priority 4: 5 Business Days (Monday to Friday 9am to 6pm).; ; For further information, please refer to our Service Level Agreement included with our Terms and Conditions.
• User can manage status and priority of support tickets: Yes
• Online ticketing support accessibility: WCAG 2.1 A
• Phone support: Yes
• Phone support availability: 24 hours, 7 days a week
• Web chat support: Web chat
• Web chat support availability: 9 to 5 (UK time), Monday to Friday
• Web chat support accessibility standard: WCAG 2.1 A
• Web chat accessibility testing: None
• Onsite support: Yes, at extra cost
• Support levels: BookingLive provides a support service, which is underpinned by a Service Level Agreement that guarantees response and resolution timescales for all support requests.; ; In addition to server and application level monitoring the Support Team will answer queries, resolve issues and manage any escalations via a Help Desk.; ; Customers are provided with direct access to suitably qualified and experienced technical support personnel through the Help Desk. An Account Manager is also assigned to act a point of escalation beyond the service desk and to provide periodic service reviews.
• Support available to third parties: Yes

Onboarding and offboarding

• Getting started: Booking Live use a proven approach to produce a quality deliverable whilst minimising the effort required and the impact on key staff to provide input and support. The Booking Live team works together to manage operational delivery as follows:; ; Scope & Discovery; • Workshop sessions to review business case and gather key requirements; • Produce a Statement of Works including wireframes and technical specification; • Show and tell of proposed solution; • Sign off and agreement from key stakeholders; ; Project Delivery; • Produce a Project Plan detailing key milestones, resources and deliverables; • Produce a User Acceptance Test Plan; • Produce a Training Plan; • Allocate resource and setup system tools; • Development delivered in accordance to agreed release cycles; ; Testing & Assurance; • Internal automated and functional testing; • User Acceptance Testing by Client against the specification of works; • All other agreed testing procedures; • Quality Assurance review by key stakeholders; ; Go Live; • Client training; • Complete internal go live procedure; • Documentation produced; • Deployment from staging to live environment; • Initiate support agreement and Service Level Agreements; • A smooth and rapid return to business as usual; • IT Audit and Quality Assurance review
• Service documentation: Yes
• Documentation formats:
  • HTML
  • PDF
• End-of-contract data extraction: Booking Live Software has available reports that allow data to be exported in CSV, Excel and PDF.; ; Once the platform is decommissioned after the contract end date, BookingLive will export data in a common format, such as csv or xlsx.
• End-of-contract process: Customer support is provided which includes assistance with exporting data. At the end of the contract, the system and data is archived and disabled from public access. All client data is securely erased 1 month after contract expiry or at an earlier date, if preferred by the customer.

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: The BookingLive platform is mobile responsive and as such has full functionality on mobile devices. It is recommended for optimum speed and performance, the admin system is accessed via Google Chrome.
• Service interface: No
• User support accessibility: WCAG 2.1 A
• API: Yes
• What users can and can't do using the API: BookingLive includes an API that provides the following functionality:; - Start Order; - Get Order Details; - Add To Order; - Abort Order; - Cancel Order; - Complete Order; - Get all orders by user Email; - Send Email to customer; - Update order params; - Get Events By Product IDs; - Secure iCal Feed; - Update Events; - Update Member ; ; Full documentation is available upon request
• API documentation: Yes
• API documentation formats:
  • HTML
  • PDF
  • Other
• API sandbox or test environment: Yes
• Customisation available: Yes
• Description of customisation: All customer facing interfaces including the customer account, booking journey and emails can be whitelabelled and customised with logos, brand colours, text wording and CSS changes. ; ; Administration interface configuration options include:; • Domain URL; • Email address; • Available product types; • Data anonymisation period; • Data retention period; • Password expiry; • Administration email addresses; • Workflow registrar appointment questions; • Customer data forms; • User access and permissions

Scaling

• Independence of resources: A number of server and application protocols including:; - system restrictions; - multi-location scalable cloud servers; - load balancing so that demand is spread across multiple instances; - virtual queuing management for increased load / requests; - optional isolated hosting environments

Analytics

• Service usage metrics: Yes
• Metrics types: Attendee / delegate / participant reports; Financial and transaction reports; Booking / order reports; Event / scheduling reports; Volume / data usage reports; Bookings made and bookings served; Appointment No Shows and Cancellations; SMS messages sent; Customer check-in method
• 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 Developed Vetting (DV)

Asset protection

• Knowledge of data storage and processing locations: Yes
• Data storage and processing locations: United Kingdom
• 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:
  • Physical access control, complying with another standard
  • Encryption of all physical media
  • Scale, obfuscating techniques, or data storage sharding
• 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: Booking Live Software has available reports that allow data to be exported in CSV, Excel and PDF.
• Data export formats:
  • CSV
  • Other
• Other data export formats:
  • PDF
  • Excel (XLS)
• Data import formats: CSV

Data-in-transit protection

• Data protection between buyer and supplier networks:
  • Private network or public sector network
  • TLS (version 1.2 or above)
  • IPsec or TLS VPN gateway
• Data protection within supplier network:
  • TLS (version 1.2 or above)
  • IPsec or TLS VPN gateway
  • Legacy SSL and TLS (under version 1.2)

Availability and resilience

• Guaranteed availability: Service Level Agreements will be agreed for each project that will ensure requirements for project delivery, training, service up-time and support response and resolution times are met. Service level credits are negotiable and can be included within the contract.
• Approach to resilience: A variety of physical, operational, server and application level security implementations are maintained with further information available upon request.
• Outage reporting: Server and service monitoring tools are available to display server and service uptime. Alerts can be triggered for any outage. These are configured per project with clients optionally selecting who within the organisation receive their alerts

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)
  • Limited access network (for example PSN)
  • Dedicated link (for example VPN)
  • Username or password
• Access restrictions in management interfaces and support channels: BookingLive implements a role based access control policy, enabling permission selection for administrative and basic functions.; ; Admin users are added by BookingLive and they are assigned to pre-defined roles. An email is sent to each user with a system generated password after a new account has been created. The role allocated to the user determines which system functions are available to them.; ; Customers are given a different URL, which they use to log on with a password they set.
• 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)
  • Limited access network (for example PSN)
  • Dedicated link (for example VPN)
  • 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: British Assessment Bureau
• ISO/IEC 27001 accreditation date: 01/07/2020
• What the ISO/IEC 27001 doesn’t cover: NA
• ISO 28000:2007 certification: No
• CSA STAR certification: No
• PCI certification: Yes
• Who accredited the PCI DSS certification: Security Metrics
• PCI DSS accreditation date: 10/04/2020
• What the PCI DSS doesn’t cover: NA
• Cyber essentials: Yes
• Cyber essentials plus: Yes
• Other security certifications: Yes
• Any other security certifications:
  • Cyber Essentials Plus
  • ISO 27001
  • PCI DSS

Security governance

• Named board-level person responsible for service security: Yes
• Security governance certified: Yes
• Security governance standards:
  • ISO/IEC 27001
  • Other
• Other security governance standards: Cyber Essentials Plus
• Information security policies and processes: BookingLive have the following relevant policies:; Acceptable Use Policy; Antivirus Policy; Business Continuity Policy; Backup Policy; Code of Conduct; Data Protection Policy; Mobile & Remote Working policy; Network Security Policy; Password Policy; Secure Sanitation and Disposal Policy; ; These policies and processes form part of our accreditation to ISO27001. We are able to supply policy documentation upon request.

Operational security

• Configuration and change management standard: Supplier-defined controls
• Configuration and change management approach: In achieving accreditation for ISO27001 BookingLive has processes for designing and writing software including security considerations and impacts. This includes stages of peer review for security and pen testing. Our internal Change Management Policy ensures change is controlled and audited, with changes being thoroughly tested before being put into production environments.
• Vulnerability management type: Supplier-defined controls
• Vulnerability management approach: BookingLive adopt a system and risk mitigating approach security and vulnerability management, based on ISO 27001 guidelines.; ; Recognised security experts and government bodies notify BookingLive of known vulnerabilities and risks. Impact assessments help identify impact levels and risk tolerance, which influences the controls used to manage risks. ; ; External penetration testing is conducted at least annually.
• Protective monitoring type: Supplier-defined controls
• Protective monitoring approach: Booking Live utilise industry standard protective monitoring to cover network, cloud, application and database to manage resource utilisation, performance analysis, capacity planning with real-time alerts for critical events. Regular reviews of logs and alerts allow Booking Live to proactively manage services and identify any potential threats.; ; At application level, all users must be authenticated in order to access the administration system. This cannot be bypassed and any malicious attempts to access BookingLive are saved in the audit logs. ; ; All issues follow an incident reporting process and affected individuals and any relevant regulator (ICO) are notified.
• Incident management type: Supplier-defined controls
• Incident management approach: An incident is any interruption to the service provided. Booking Live notifies clients if the incident is of high severity. Booking Live operate 3 levels of monitoring to ensure disruptions are known in advance of any emerging problems prior to them becoming a real time threat to customers. The goal of incident management is to restore normal service as soon as possible. The following incident management process outlines the steps to restore operation to normal:; • Incident identification; • Incident logging; • Incident prioritisation & categorisation; • Investigation to identify issue or cause; • Fix and close identified issue

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)
  • NHS Network (N3)

Social Value

• Fighting climate change:

  Fighting climate change

  BookingLive is an ISO14001 holder. ; Where possible BookingLive has flexible remote working to reduce our carbon footprint.
• Covid-19 recovery:

  Covid-19 recovery

  Due to our Work from Home policy the pandemic was succesfully managed and business continued throughout with no downtime. Moving forward we continue this policy and support all areas of the business.
• Tackling economic inequality:

  Tackling economic inequality

  BookingLive does not discriminate against any individual or background for any roles or opportunities within the business, additionally, we ensure we pay above the "living wage" and invest within our staff with further education.
• Equal opportunity:

  Equal opportunity

  We are committed to providing equal opportunities in employment and to avoiding unlawful discrimination in employment and against customers. Striving to ensure that the work environment is free of harassment and bullying and that everyone is treated with dignity and respect, is an important aspect of ensuring equal opportunities in employment.
• Wellbeing:

  Wellbeing

  BookingLive takes the well-being of all staff seriously, encouraging breaks and break-out sessions to provide a culture of care and support for all individuals.

Pricing

• Price: £6,000 an instance 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 talk@bookinglive.com. Tell them what format you need. It will help if you say what assistive technology you use.