LINK MAKER SYSTEMS LIMITED

Letter Swap – Platform for post adoption contact support and management

A platform for modernising post adoption contact. Allowing contact arrangements to be created flexibility, adjusting the level of involvement from the organisation on a case by case basis, with direct access for families. Including record keeping, Letter Swap allows organisations to support, monitor and report on all aspects of contact.

Features

• Replicate existing contact agreements, specifying the frequency of communication required.
• Monitor and report on contact, review communication, perform ‘Agency checks’.
• Exchange messages, documents, images, voice messages and videos.
• Encryption, communication is encrypted so only available to the recipients.
• Direct application access for Adoptive family and Birth family members.
• Automatic system reminders via email/text when communication is due/overdue
• Welsh language fully integrated into the system
• Case notes, for recording internal case activity for Organisations.
• 9-5 telephone/web-chat and online user-support.
• ISO 27001 accreditation, meeting the UK Government's 'Cloud security principles'

Benefits

• Enables compliance with National Practice Standards for Staying in Touch/Contact.
• Removing admin burden for teams.
• Engagement from families with added transparency and flexibility
• Flexibility, making contact less intense and more meaningful.
• More organised, all contact exchanges are kept in one place.
• Security, removing potential for information to reach the wrong hands
• Better communication, automatic notifications of activity
• Recording, tracking and monitoring of internal activities
• Ongong development is shaped by feedback and suggestions from users.
• Meet all security, support, hosting and development needs.

• 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 accounts@linkmaker.co.uk. Tell them what format you need. It will help if you say what assistive technology you use.

Framework

G-Cloud 15

Service ID

388612350214673

Contact

Linda Hill
0843 886 0040
accounts@linkmaker.co.uk

About your service

• Service categories:

  Applications

  Collaborative

  • Email
  • Enterprise community
  • Team collaboration
• Multi cloud support: No

Service scope

• Software add-on or extension: No
• Cloud deployment model: Community cloud
• Service constraints: Planned system upgrades will result in a service outage.
• System requirements:
  • Internet access
  • Internet browsers - listed below

User support

• Email or online ticketing support: Yes, at extra cost
• Support response times: For licenced users during 'phone support' hours notification that a support issue has been raised should be received within 2 hours.
• 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: Yes
• Web chat support availability: 9 to 5 (UK time), Monday to Friday
• Web chat support accessibility standard: WCAG 2.2 A
• Web chat accessibility testing: No testing has been done assistive technology users.
• Onsite support: Yes, at extra cost
• Support levels: Link Maker Systems (LMS) do not have support levels as we provide support to all users as follows:; ; There is user access to the LMS support desk which covers all areas of support including licencing issues, bugs/errors, technical help, enhancement requests and advice. They can be contacted via;; ; • Telephone on 0843 886 0040; • The contact form on the web site; • Email support@linkmaker.co.uk; ; SLA's are set for licenced users.
• Support available to third parties: Yes
• AI chatbot: No

Onboarding and offboarding

• Getting started: LMS create a formal project structure to advise on best practice in relation to onboarding and trialling the service, to set expectation, manage change and provide reporting for board sign off. ; Up to 4 training sessions are given free of charge
• Service documentation: Yes
• Documentation formats:
  • PDF
  • Other
• Other documentation formats: Video tutorials
• End-of-contract data extraction: Users can export individual letterbox exchanges via PDF download.
• End-of-contract process: Case data for Letter Swap is deleted at the request of the relevant individual’s Organisation. Case data is deleted 3 months after the customers Licence has expired. Such data is marked for deletion, and no longer available in the application for organisations. Registered users of Letter Swap who have access to communication data within that case will be notified via email and have 14 days to download any information. Fourteen days after the data is deleted.; ; Inactive cases will be removed three months after an adoption or full commissioning licences has expired.
• Documentation accessibility standard: WCAG 2.2 AA

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: The functionality remains the same, design of the screens are slightly different to accommodate the different screen sizes.
• Service interface: No
• User support accessibility: WCAG 2.2 AA
• API: No
• Customisation available: Yes
• Description of customisation: Default settings and case assignments

Scaling

• Independence of resources: The virtual infrastructure is hosted with AWS and is spread across two availability zones and can be switched from one to another within in minutes, therefore there is no single point of failure with regards to geographic sites. The VPC is fully redundant, with load balanced components so that components can be upgraded/replaced with no loss of service The data centre it is climate controlled, with high level security, fire suppression and power redundancy. LMS utilises AWS autoscaling for the EC2 instances, monitoring applications and automatically adjusting capacity to maintain a steady, predictable performance.

Analytics

• Service usage metrics: No

Resellers

• Supplier type: Not a reseller

Staff security

• Staff security clearance: Other security clearance
• 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)
• 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: ‘IT Health Check’ performed by a CHECK service provider
• Protecting data at rest:
  • Physical access control, complying with another standard
  • Encryption of all physical media
  • Other
• Other data at rest protection approach: AWS data centres operators are is climate controlled, with high level security, fire suppression and power redundancy and have been externally audited and certified to ISO 9001 (Quality Management), ISO 14001 (Environmental Management) and ISO 27001 (Information Security) standards.; ; All data and backups are encrypted at rest.
• Data sanitisation process: Yes
• Equipment disposal approach: A third-party destruction service
• Data sanitisation type: Explicit overwriting of storage before reallocation / Secure Erase

Data importing and exporting

• Data export approach: Users can export individual letterbox exchanges via PDF download.
• Data export formats:
  • CSV
  • Other
• Other data export formats:
  • PDF
  • Plain text
• Data import formats: Other
• Other data import formats:
  • Documents that can be uploaded; PDF, .doc, .docx
  • Image files that can be uploaded; .jpg, .png, jpeg, .gif
  • Video files that can be uploaded; Mp4, flv,avi, m4a, m4v
  • F4a, m4b, m4r, f4b, mov,3gp, wmv, ogv and ogg

Data-in-transit protection

• Data protection between buyer and supplier networks:
  • TLS (version 1.2 or above)
  • Other
• Other protection between networks: In addition to the above we use CSRF and XSS protection.
• Data protection within supplier network: Other
• Other protection within supplier network: LMS have a VPC with restricted service/ports between servers, allowing non-web traffic only via a load balancer.

Availability and resilience

• Guaranteed availability: The LMS hosting provider has an average availability time of over 99.99%.
• Approach to resilience: The virtual infrastructure is hosted with AWS and is spread across two availability zones and can be switched from one to another within in minutes, therefore there is no single point of failure with regards to geographic sites. The VPC is fully redundant, with load balanced components so that components can be upgraded/replaced with no loss of service The data centre it is climate controlled, with high level security, fire suppression and power redundancy. LMS utilises AWS autoscaling for the EC2 instances, monitoring applications and automatically adjusting capacity to maintain a steady, predictable performance.
• Outage reporting: For any planned down time that exceeds 1 hour, users will be emailed 3 days in advance to advise of the outage. For any planned downtime less than an hour, an announcement is posted on the site for all users. All planned downtime is scheduled out of hours to minimise the impact on users.

Identity and authentication

• User authentication needed: Yes
• User authentication:
  • Multi-Factor Authentication (MFA)
  • Username or password
  • Other
• Other user authentication: All accounts will be required to use Multi-Factor Authentication (MFA) to access the system. When logging in, the practitioner will have to provide a username, password and three digits from a PIN. If the device does not include a unique encrypted cookie for that user a one time code will be emailed to the user’s verified email address, or sent to their confirmed mobile phone number by SMS. This will then need to be entered online to complete the login process.
• Access restrictions in management interfaces and support channels: Access control policies are governed by ISO27001 and adhere to best practice. Access is role based, and follows principles of least privilege.; ; LMS administrators can only access the site via a VPN, with a VPN username and strong password. They then need to enter a unique username, strong password and PIN for access to the web site.; ; Users can be granted management functionality either by other users in their organisation who already have that functionality, or by LMS administrators with the approval of an authorised representative.
• Access restriction testing frequency: At least every 6 months
• Management access authentication:
  • Multi-Factor Authentication (MFA)
  • Dedicated link (for example VPN)
  • Username or password
  • Other
• Description of management access authentication: For the web site, administrators can only access the site via a VPN, with a VPN username and strong password. They then need to enter a unique username, strong password and PIN for access to the web site. If the device does not include a unique encrypted cookie for that user a one time code will be emailed to the user’s verified email address, or sent to their confirmed mobile phone number by SMS. This will then need to be entered online to complete the login process.

Audit information for users

• Access to user activity audit information: Users contact the support team to get audit information
• How long user audit data is stored for: At least 12 months
• 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: At least 12 months

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: Chief Executive Officer of Link Maker Systems (LMS) is responsible for information assets and as such owns the information security policies and is the Senior Information Risk Owner (SIRO). Together with the LMS Security Board, policies are reviewed on an annual basis to ensure it is accurate and reflects the risks to information and commitment by LMS to safeguard personal data.; ; LMS perform regular risk assessments. Risks are mitigated using appropriate controls and residual risks are monitored on an on-going basis.; ; To ensure LMS continue to implement, maintain and comply with their information security policies an annual internal audit is carried out, by an independent resource to ensure impartiality. An internal audit report will be generated together with a list of recommendations from the audit. The auditor can select a random set of controls that cover at least a third of ISMS.; ; On induction all staff are given formal training on Information Security and the LMS ISMS policies. Refreshers are repeated bi-annually.
• Software Security Code of Practice: Yes

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: Link Maker Systems operate an infrastructure change control procedure and a development and release process. All changes to the LMS infrastructure or web site are logged, and monitored by the security officer through to completion.; Issues are reviewed against impact on data privacy the LMS security policies before being approved, and implemented.
• Vulnerability management type: Complies with a recognised standard, for example CSA CCM v4.0 or SSAE-18 / ISAE 3402
• Vulnerability management approach: Daily vulnerability scans are run to identify software flaws, misconfigurations and security weaknesses. Any vulnerabilities are flagged to the security officer for assessment. ; Link Maker Systems uses an external CESG and CHECK approved IT Security health check provider to perform both network and application-level vulnerability scans, annually or when a major software update/site is issued. The findings are interpreted into a remediation plan which contains vulnerabilities which require fixing. This is maintained by the security officer and reviewed on a regular basis.
• Protective monitoring type: Complies with a recognised standard, for example CSA CCM v4.0 or SSAE-18 / ISAE 3402
• Protective monitoring approach: Anti-virus is installed on all infrastructure servers.; ; LMS employ Cloud Native Security, where Rackspace security specialists will monitor for critical issues, and act according to a specified runbook. AWS GuardDuty, continuously monitors for malicious or unauthorised behaviour. All data is pulled together in the AWS Security Hub, which also provides compliance standard checks against industry best practice (e.g., CIS AWS foundations). LMS are notified of any issues immediately so any remedial action can be taken.; ; LMS uses AWS Patch manager to ensure that all critical patches are applied within 24 hours, and all others within 30 day of release.
• 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: MS are committed to identify, managing and recording incidents so that the information assurance and business processes can be continually approved.; This policy and process applies to all individuals and business processes within LMS, as everyone has a responsibility to report suspicious or known malicious issues to senior stakeholders. Users can report incidents through the normal support channels. LMS Security officer will assign a severity level, and appropriate action taken. The size of the company enables LMS to have a flexible and agile approach to identifying, measuring and treating risk.
• Post-quantum cryptography secure: No

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: The free trial provides access to all functionality of Letter Swap. The trial period will last for 9 months or up until 100 letterboxes have been added.

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

• Less than £250,000: 20%
• Between £250,000 and £500,000: 21%
• Between £500,001 and £1,000,000: 22%
• Between £1,000,001 and £2,500,000: 23%
• Between £2,500,001 and £5,000,000: 25%
• Over £5,000,001: 25%

Non-mandatory Standards and certifications

• ISO/IEC 27001 certification: Yes
• Who accredited the ISO/IEC 27001: Alcumus ISOQAR
• ISO/IEC 27001 accreditation date: Thursday 12 November 2015
• What the ISO/IEC 27001 doesn’t cover: LMS business operations that do not directly affect the online platform.
• ISO 28000:2022 certification: No
• ISO 9001 certification: No
• Quality management systems (QMS): No
• CSA STAR certification: No
• PCI certification: No
• Cyber essentials: No
• Cyber Essentials Alternative: None of the criteria
• Cyber essentials plus: No
• Cyber Essentials Alternative: None of the criteria
• 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
    • 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
    • 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
    • Understanding of in-work progression issues affecting 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 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
    • 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.

    • 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

  • 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

    • Understanding of the types of businesses in the market and the level of participation by 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
    • Methods for engaging with different parts of the community (including the education system and charities representing the community) and how communities come together to inform decisions, strategy and projects to leave a positive legacy for future generations
    • Measures to involve local stakeholders and/or users in design (e.g. in the design of services, systems, products or buildings)

  • 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

  • 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

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 accounts@linkmaker.co.uk. Tell them what format you need. It will help if you say what assistive technology you use.