CASE MANAGEMENT SOLUTIONS GROUP LIMITED

REACT

Case management system. Focus on individuals interactions with your service. With features focused on safety, and a completely customisable workflow, KPIs, and outcomes. The reporting tool allows for investigation and interrogation of selectable datasets. Templates available for common business uses. API allows for integrations with other systems.

Features

• Mappable workflows capture KPIs, ownership, targets and completion each step
• Definable categorisations that drive specific processes and ensure accurate reporting
• Internal tool covers reporting scenarios, data sets can be exported
• Customisable webforms for external data input, including uploading separate files
• User profiles for priorities and permissions enshrine 'least privilege'
• Multiple segregated interacting business areas can each have different settings
• Definable costs; (types, codes and recharges) Auto-Assignable and Reportable
• Satisfaction forms; case linked, customer defined questions, Automatic send option.
• Reporting tool included; multiple report types. Power BI easily linked.
• Support contract includes usage queries, best practice, Superusers, Managers, Admins.

Benefits

• Prioritise and organise your/other's workload using multiple inbuilt tools
• Track multiple tasks with different time frames within one case
• Notifications for outstanding tasks sent to caseworkers, and optionally managers.
• Review KPI data for aggregate cases and specific case progress
• Workflows can be linear, or include decisions according to requirements
• Workflow mapping supports/ guides implementation of decisions that progress cases
• Public/ Staff can add to cases using app or webforms
• Full case summary easily downloaded for any court/ MARAC/ similar.
• Reports can help target resources and show impact of allocation.
• New/ improved features from customer feedback free with each patch.

• 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 gcloud@cmsg.uk.com. Tell them what format you need. It will help if you say what assistive technology you use.

Framework

G-Cloud 15

Service ID

386927536077291

Contact

Ben Hunt
01213892288
gcloud@cmsg.uk.com

About your service

• Service categories:

  Applications

  Production and operations

  • Other operations

  Service industry and public sector operations

  • Public Order and Safety
  • Adult Social Care
  • Children's Social Care
  • Other
• Multi cloud support: No

Service scope

• Software add-on or extension: No
• Cloud deployment model: Public cloud
• Service constraints: REACT has a recommended minimum screen size of 1920 x 1080 - this restriction does not apply to any public facing functionality.
• System requirements: Requires internet access via edge or chrome

User support

• Email or online ticketing support: Yes
• Support response times: Initial response typically issued within one working day
• 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: Yes, at extra cost
• Support levels: Our support contract is included as standard as a part of the service we deliver.; ; The cost of the support contract is determined by the number of licenses in the contract.; ; At an additional cost, the Customer Facing Team can be engaged in additional bespoke tasks that do not within the normal support contract. (this includes bespoke enhancements); ; Initial receipt of new ticket items will be triaged by first line support, resolved there if able, otherwise escalated to second line and/or developers as appropriate.
• Support available to third parties: Yes

Onboarding and offboarding

• Getting started: The onboarding process begins with an introductory presentation of the system and how it works which includes examples of how the system can be configured, bespoke to the organisations needs. ; Using information provided by the customer, or one of our templates, the initial configuration in a test environment is created, after which we hold regular online meetings with the organisations admins to fine tune the design of the system in a collaborative environment.; Once the test environment has been signed off by the customer, we transfer the client to a live environment. The client can start using the system as intended and further tweaking to the configuration can be made if required. Training for all users happens just before, or on the day of go live, adapted to the schedule and requirements of the client, Specific training for managers, admins, and super-users is also confirmed and arranged at this time. Training is typically provided via Teams.; The support team answer knowledge and usage queries in addition to traditional technical support.
• Service documentation: Yes
• Documentation formats: PDF
• End-of-contract data extraction: A full copy of all of your data is provided as a part of the offboarding process
• End-of-contract process: A full copy of all of your data is provided to you. this is normally in the form of a database extract and a zip of all of the attachments; ; CMSG will be happy to provide a quote based on the time that it will take for formatting the data into a format required by the system you are moving to; ; we can also provided an archive site at a reduced cost
• Documentation accessibility standard: None or don’t know
• How the documentation is accessible: Onboarding information can be provided initially by your onboarding manager , and offboarding information can be provided by the support team and offboarding manager if appointed

Using the service

• Web browser interface: Yes
• Supported browsers:
  • Microsoft Edge
  • Chrome
• Application to install: No
• Designed for use on mobile devices: No
• Service interface: Yes
• User support accessibility: None or don’t know
• Description of service interface: REACT is a web based interface accessed through a browser
• Accessibility standards: WCAG 2.2 AA
• Accessibility testing: REACT has been tested with screen-readers, touch screens, dictation and non-mouse navigation, all of which worked successfully and allow full use of the system.
• API: Yes
• What users can and can't do using the API: Anything possible through the UI is possible through the API
• API documentation: Yes
• API documentation formats: Open API (also known as Swagger)
• API sandbox or test environment: Yes
• Customisation available: Yes
• Description of customisation: Business area customisation includes: complete control of overall config and setup; control over workflow related global config. usually customised by super users and/or site admins; ; Site Admin customisation include: multiple permissions scenarios to accommodate different user requirements; some settings related to notifications and alerts. can be customised by site admins; ; General User customisation includes: colour scheme; self management tools. can be customised by all users

Scaling

• Independence of resources: We use siloed resources, which scale with demand; reviews of call numbers and scaling the support team; use performance metrics to determine that each customer has appropriate and adequate resources assigned to them

Analytics

• Service usage metrics: No

Resellers

• Supplier type: Not a reseller

Staff security

• Staff security clearance: Other security clearance
• Government security clearance: 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: Managed by a third party
• Penetration testing frequency: At least once a year
• Penetration testing approach: NCSC approved service provider
• Protecting data at rest:
  • Physical access control, complying with SSAE-18 / ISAE 3402
  • Encryption of all physical media
• Data sanitisation process: Yes
• Equipment disposal approach: A third-party destruction service
• Data sanitisation type:
  • Data Erasure
  • Explicit overwriting of storage before reallocation / Secure Erase

Data importing and exporting

• Data export approach: Case workers can easily export a case print that will cover all of the information in a case by using the case print feature.; Users with reporting access can manually export the data assembled as .xls. .xlsx, .pdf, and images; we can provide access to the data base for any other exports that need to be completed using, for example, power automate.; we also provide support for business analysts setting up power BI.; The API can be used to export any data to other systems
• Data export formats:
  • CSV
  • Other
• Other data export formats:
  • Formatted case print
  • .bac
  • .bacpac
  • .pdf
  • .xls
  • .xlsx
  • Able to work with any other reasonable file format
  • .png
  • .gif
  • .jpg
• Data import formats:
  • CSV
  • Other
• Other data import formats:
  • .xlsx
  • Via the API

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: CMSG uses reasonable endeavours to provide support as below:; ; Critical issues: inability use functionality that is core to the client’s business. including system outages. A plan is provided within 4 working hours, and a workaround within 8 working hours where possible; Major issues: System performance is so poor that it prevents normal operations. Including slow operations or need for the client to work around an impairment. A plan is provided within 6 working hours and a workaround within 3 working days where possible.; ; Minor issues: System is functioning and can be used, but is suffering from one or more faults that are an irritation. A response is issued within 8 working hours, and the issue identified and workaround provided within 3 working days. If an application change is required, this will be part of the next patch release; ; Unclassified: Non support issue including requests for upgrades, cosmetic issues, or changes. a response is issued within 5 working days and will be considered for inclusion in future updates; In the event the exceptional time delay is exceeded, you will be informed of the reason and as soon as feasibly possible, an estimate as to when the fix will be delivered
• Approach to resilience: We have a number of approaches that we would be happy to discuss. we do not believe we can summarise it effectively in 200 words. A more detailed explanation can be made available upon request
• Outage reporting: API, email alerts

Identity and authentication

• User authentication needed: Yes
• User authentication:
  • Multi-Factor Authentication (MFA)
  • Identity federation with existing provider (for example Google Apps)
  • Username or password
• Access restrictions in management interfaces and support channels: Access to customer live data by CMSG is governed by the principle of least permission, and is only provided to support team members who require it for support. Within REACT, multiple precise permission profiles can be created to reflect users' requirements
• Access restriction testing frequency: At least every 6 months
• Management access authentication:
  • Multi-Factor Authentication (MFA)
  • 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: User-defined
• Access to supplier activity audit information: Users have access to real-time audit information
• How long supplier audit data is stored for: User-defined
• How long system logs are stored for: User-defined

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 have an information security management system (ISMS) that complies with ISO 27001:2022. Our certificate number is 269002. ; We are more than happy to provide an up to date overview of our policies and practices upon request.
• Software Security Code of Practice: No

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: ISO 27001:2022 compliant. Further information can be made available upon request
• Vulnerability management type: Complies with a recognised standard, for example CSA CCM v4.0 or SSAE-18 / ISAE 3402
• Vulnerability management approach: CMSG acquire information from a number of monitoring services and newsletters. Where a threat is identified, our vulnerability to it is reviewed by our developers. We can patch as soon as a fix has been created. Our patching process does not result in any significant downtime for our customers. If the threat is serious enough, patches can be deployed immediately. Typically, the system is patched overnight
• Protective monitoring type: Supplier-defined controls
• Protective monitoring approach: Through a combination of testing, urgency flagging from support, and threat assessment. Where an issue is located, it is prioritised and if necessary worked on immediately, with fixes being deployed as soon as they have passed deployment tests
• Incident management type: Complies with a recognised standard, for example, CSA CCM v4.0 or ISO/IEC 27035:2011 or SSAE-18 / ISAE 3402
• Incident management approach: Our incident management process is fully detailed as a part of our ISO 27001 ISMS and details can be made available upon request
• Post-quantum cryptography secure: Yes

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 v4.0)

Public sector networks

• Connection to public sector networks: No

Pricing

• Discount for educational organisations: No
• Free trial available: Yes
• Description of free trial: We can provide access to a demo version that should not have any live data put into it. typically this is alongside a presentation/brief training session. Access to the demo site is typically for a limited period of time, however the time frame can be arranged, agreed and extended
• Link to free trial: https://cmsg.uk.com/demo

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%

Non-mandatory Standards and certifications

• ISO/IEC 27001 certification: Yes
• Who accredited the ISO/IEC 27001: British Assessment Bureau
• ISO/IEC 27001 accreditation date: Tuesday 18 November 2025
• What the ISO/IEC 27001 doesn’t cover: Excluded controls are as follows:; A7.1-7.5; 8.30
• ISO 28000:2022 certification: No
• ISO 9001 certification: No
• Quality management systems (QMS): Yes
• CSA STAR certification: No
• PCI certification: No
• Cyber essentials: Yes
• Please provide your Cyber Essentials Certificate Number: 5f6cfcd9-f8a0-4f9a-85f7-5fc5f33413d7
• Cyber essentials plus: No
• Cyber Essentials Alternative: In relation to the services you do not have a current and valid Cyber Essentials Plus 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 Plus certificate by one of the government approved accreditation bodies within 12 months of the date of award.
• Other security certifications: No

Social value

• Section B - Commitment for Future: Delivery:

  • 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 1: Fair work: That offers fair wages and good working conditions. Help people get a job, stay in work, and progress in their careers, with good employment opportunities across the country. Notes: Where there is a large proportion of labour costs in the contract, commercial teams should consider MAC in Outcome 1 as a priority

    • New or retained jobs on the contract workforce in the relevant area that meet the criteria set out in MAC 1b, 1c and 1d
    • Providing opportunities for, and measuring and monitoring of, staff workforce conditions over time, including employee engagement, involvement in decision-making and satisfaction and adapting to any changes in the results, with clear processes for acting on issues identified
    • Plans to engage the contract workforce in deciding the most important workplace issues to address
    • Ensuring new workers are informed of their right to join a trade union
    • Monitoring of employee engagement rates (by protected characteristic) and, where necessary, the development of actions to ensure all voices are heard across the diversity of the workforce
    • Employment contracts that reflect actual hours worked; steps taken to ensure employees understand their contracts and have the ability to review and adjust them if actual hours regularly exceed contracted hours
    • Activities that support an environment where staff are educated about, and feel empowered to, address their physical wellbeing
    • Activities that support an environment where staff are educated about and feel empowered to report and address bullying and harassment
    • Activities to cascade good practice on fair working conditions throughout the supply chain
    • Offer a pay and leave entitlement to all eligible staff who become kinship carers, ideally equivalent to statutory adoption pay and leave
    • Payment of more than the National Minimum Wage or National Living Wage (as appropriate) to the contract workforce
    • Entitlement to sick pay for the contract workforce, with provision in place for any staff who do not meet the earnings threshold for statutory sick pay, payment of sick pay from day one of absence and payment of staff on the contract workforce who are off sick a replacement income of 100% of their usual earnings for as long as possible
    • Plans for an appropriate income replacement policy for staff who are required to spend time away from work to care for a sick dependent or close relative
    • Measures to support in-work progression to help people in the contract workforce, to move into higher paid work by developing new skills relevant to the contract
    • Support for the contract workforce by providing career advice, and providing opportunities for staff working on the contract with in-work progression career development into known skills shortages or high growth areas
    • Support for educational attainment relevant to the contract, including training schemes that address skills gaps and result in recognised qualifications
    • Understanding of the modern slavery risks and issues affecting the market, industry, sector or country (of origin or of source) relevant to the contract, and the workforce in the supplier’s own organisation and those of its key subcontractors

  • 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.

    • Support for educational attainment relevant to the contract, including training schemes that address skills gaps and result in recognised qualifications

  • 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 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 that demonstrate a collaborative way to work with a diverse range of businesses as part of the supply chain
    • Ensuring accessibility to contracting and subcontracting opportunities for disabled business owners and employees
    • Structuring of the supply chain selection process to ensure fairness (e.g. anti-corruption) and encourages participation by a diverse range of businesses, including with regard to new businesses, entrepreneurs, start-ups, SMEs, VCSEs and mutual
    • Understanding of local demographics, needs and opportunities for the co-design of the goods, services and works to be delivered under the contract
    • Plans to respond flexibly and adapt approaches to community engagement and initiatives

  • 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
    • Creation of employment opportunities particularly for those who face barriers to employment, such as prison leavers, care leavers and/or who are located in deprived areas, and for people in industries with known skills shortages or in high growth sectors
    • 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
    • Inclusive and accessible recruitment practices, and retention-focused activities, including those provided in the Guide for line managers on recruiting, managing and developing people with a disability or health condition
    • Introducing transparency to pay and reward processes
    • Working conditions which promote an inclusive working environment and promote retention and progression
    • Other measures to provide equality of opportunity for disabled people and those with health conditions into employment, including becoming a Disability Confident employer and inclusion of supported businesses in the contract supply chain
    • 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
    • Inclusive and accessible development practices, including guidance for line managers on recruiting, managing and developing people with a disability or health condition

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

    • Understanding of the issues affecting the development of new skills by target cohort
    • 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
    • Understanding barriers to access to health and social care services or employment opportunities e.g. digital inclusion
    • Inclusive and accessible recruitment practices, development practices and retention policies that support-focused activities including those provided in the Guide for line managers on recruiting, managing and developing which support people with a disability or health condition

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 gcloud@cmsg.uk.com. Tell them what format you need. It will help if you say what assistive technology you use.