Arum

Arum Managed Services (AMS)

AMS provides an end-to-end outsourced collections & recoveries service using award-winning collections software supporting the entire debt lifecycle through a modern, simple, streamlined, and intuitive browser-based interface.

It enables optimised strategies, flexible treatments, affordability capture with advanced decisioning and workflow automation to reduce manual intervention and improve efficiency.

Features

• Industry leading collections and recoveries platform
• Full end-to-end debt lifecycle through advanced workflow
• Flexible repayment plan options based on analytics
• Omni-channel communications approach across all channels
• Affordability capture and validation
• Managed and accelerated end to end implementation and data migration
• Built in management reports and dashboards
• Digital, self service platform for customers
• SaaS delivery and scalable pricing model
• Fully managed support - no internal system team required

Benefits

• Increased debt collection performance / effectiveness
• Fully compliant with relevant regulations
• Improved customer contact and treatment outcomes
• Reduced operational costs and increased efficiency
• Fully managed, supported, and de-risked platform
• Access to wider Arum consultancy team, experience, and expertise
• Empower customers to manage collections via digital self-service
• Modern and efficient user interface and experience
• Appropriate customer treatment and collections activities
• Proven rapid deployment and migration methodology

£10,000 to £90,000 a unit a month

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 reuben.gates@arum.co.uk. Tell them what format you need. It will help if you say what assistive technology you use.

Framework

G-Cloud 14

Service ID

391643709751466

Contact

Reuben Gates
0783 323 2728
reuben.gates@arum.co.uk

Service scope

• Software add-on or extension: No
• Cloud deployment model: Private cloud
• Service constraints: No known constraints
• System requirements:
  • Windows XP onwards
  • Google Chrome, Microsoft Edge, Microsoft Internet Explorer 8 onwards

User support

• Email or online ticketing support: Email or online ticketing
• Support response times: SLA's are agreed on a per client basis but follow in line with ITIL best practices to define service levels including but not limited to: Incident, Service Request, Problem, Change Management etc. Typical response times are between 1 and 6 hours. Tickets are raised through Arum's Support Portal and are analysed against impact and severity before being assigned a priority and communicated back to the ticket raiser. Core support hours are Mon-Fri: 08:00-17:30. Tickets can be raised 24x7 via the Self-Service Portal
• User can manage status and priority of support tickets: Yes
• Online ticketing support accessibility: WCAG 2.1 AA or EN 301 549
• Phone support: Yes
• Phone support availability: 9 to 5 (UK time), Monday to Friday
• Web chat support: Yes, at an extra cost
• Web chat support availability: 9 to 5 (UK time), Monday to Friday
• Web chat support accessibility standard: None or don’t know
• How the web chat support is accessible: This is tailored on a client by client basis to provide the most appropriate and cost effective solution
• Web chat accessibility testing: None
• Onsite support: Yes, at extra cost
• Support levels: Core Hours: 8am to 5.30pm during a Business Day.; ; Arum prioritises all Technical Support Requests based on its reasonable assessment of the severity level of the problem reported; and responds to all Technical Support Requests in accordance with the responses and response times specified below:; ; Business Critical Failures: The Fault is critical and has a significant and immediate impact on the use or operation of the Software, resulting in (or suggesting impending) total or near total loss of operations or such disruption that a majority of processes and/or operations cannot be performed using the Software without resolution of the Fault. Faults pertaining to distributions and payments will normally be considered severity level 1 issues.; ; System Defect with Workaround:; a) The Fault has a serious impact or may result in a potentially serious impact on the use or operation of one or more key elements of the Software for two or more Authorised Users. ; ; Minor Error:; An isolated or minor error in the Software that:; a) does not significantly affect the Software; or; b) may disable only certain non-essential functions.
• Support available to third parties: Yes

Onboarding and offboarding

• Getting started: Arum support clients through the onboarding and migration process as part of the transition to the new service. Arum provides training to end users as well as training collateral providing full business readiness for the new service.
• Service documentation: Yes
• Documentation formats: PDF
• End-of-contract data extraction: Typically at the end of the service, customer data is migrated to a new service or data repository. This is discussed and agreed on a per client basis.
• End-of-contract process: Typically at the end of the service, customer data is migrated to a new service or data repository. This is discussed and agreed on a per client basis.

Using the service

• Web browser interface: Yes
• Supported browsers:
  • Internet Explorer 11
  • Microsoft Edge
  • Firefox
  • Chrome
• Application to install: No
• Designed for use on mobile devices: Yes
• Differences between the mobile and desktop service: This is tailored on a client by client basis to provide the most appropriate and cost effective solution.
• Service interface: Yes
• User support accessibility: None or don’t know
• Description of service interface: Standard interface specifications supplied on onboarding and worked with file transfer agreed on a per client basis based on client security requirements
• Accessibility standards: None or don’t know
• Description of accessibility: Available on request
• Accessibility testing: N/A
• API: Yes
• What users can and can't do using the API: Communication channel integration via API (Dialler, SMS, Email etc.); Document Management System Integration (Upload, download, view)
• API documentation: Yes
• API documentation formats: PDF
• API sandbox or test environment: No
• Customisation available: Yes
• Description of customisation: The AMS platform is fully configured to clients business needs, policies and strategies.

Scaling

• Independence of resources: The service provides a dedicated environment for each client, therefore there are no impacts of other users accessing the same service instance

Analytics

• Service usage metrics: Yes
• Metrics types: Arum provide a suite of KPI's designed to monitor the services, response and resolution times of incidents as well as the quality of the resolution of an incident.
• Reporting types:
  • Real-time dashboards
  • Regular reports
  • Reports on request

Resellers

• Supplier type: Reseller providing extra support
• Organisation whose services are being resold: Multiple industry leading Arum Approved suppliers.

Staff security

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

Asset protection

• Knowledge of data storage and processing locations: Yes
• Data storage and processing locations: United Kingdom
• 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: ‘IT Health Check’ performed by a Tigerscheme qualified provider or a CREST-approved service provider
• Protecting data at rest: Physical access control, complying with CSA CCM v3.0
• 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: Data extracts are defined through the analysis phase of the solution design to provide regular extracts as required. Users have an ability in the front-end of the solution to view reporting dashboards and run reports that have been set up directly themselves
• Data export formats:
  • CSV
  • Other
• Other data export formats: MS Excel
• 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

Availability and resilience

• Guaranteed availability: Service availability is aligned to SLA's and agreed per client.
• Approach to resilience: Resiliance and Disaster Recovery of Arum's Managed Service is based on the Client’s needs and the agreed per the specific client services.; Disaster Recovery is typically provided is based on Microsoft Azure Site Recovery technology, which is based on VM snapshots, along with Database Archive log enabled with incremental backups. System availability uptime guarantees agreed per client.
• Outage reporting: System outages will be notified to or from clients in accordance with SLAs agreed.

Identity and authentication

• User authentication needed: Yes
• User authentication:
  • 2-factor authentication
  • Identity federation with existing provider (for example Google Apps)
  • Dedicated link (for example VPN)
  • Username or password
• Access restrictions in management interfaces and support channels: Role based security restricts access to management and and support channels
• Access restriction testing frequency: At least once a year
• Management access authentication:
  • 2-factor authentication
  • Identity federation with existing provider (for example Google Apps)
  • Dedicated link (for example VPN)
  • Username or password

Audit information for users

• Access to user activity audit information: Users receive audit information on a regular basis
• 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: User-defined
• How long system logs are stored for: User-defined

Standards and certifications

• ISO/IEC 27001 certification: Yes
• Who accredited the ISO/IEC 27001: Alcumus ISOQAR
• ISO/IEC 27001 accreditation date: 30/01/2024
• What the ISO/IEC 27001 doesn’t cover: N/A
• ISO 28000:2007 certification: No
• CSA STAR certification: No
• PCI certification: No
• Cyber essentials: Yes
• Cyber essentials plus: Yes
• Other security certifications: No

Security governance

• Named board-level person responsible for service security: Yes
• Security governance certified: Yes
• Security governance standards: ISO/IEC 27001
• Information security policies and processes: Arum has a comprehensive information security policy based on ISO 27001 and CyberEssentials certification.

Operational security

• Configuration and change management standard: Supplier-defined controls
• Configuration and change management approach: Arum has a standard change management policy, process, and procedure designed to make change requests easy to be raised and managed by the client with full change tracking and standards across the solution development lifecycle for client sign-off and audit purposes
• Vulnerability management type: Supplier-defined controls
• Vulnerability management approach: A full policy exists for Vulnerability management and controls
• Protective monitoring type: Supplier-defined controls
• Protective monitoring approach: This is covered in Arum's Information Security Policy and can be shared upon request.
• Incident management type: Supplier-defined controls
• Incident management approach: The incident management policy details all aspects of the incident management procedure, team, severity ratings, and the end-to-end process and final reporting of incidents both internally and client reporting.; Information Security Officer - Implements and manages all aspects within this process, unless noted otherwise; Managers and Team Leads - Implement this process, within the scope of their accountabilities, and ensure that all employees under their control understand and undertake their accountabilities accordingly Information Security Officer, the IT Admin team, and the affected Information Asset Owners.

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

Social Value

• Social Value:

  Social Value

  Wellbeing

  Wellbeing

  Arum values the welfare of its staff and has committed to delivering the Mental Health at Work Commitment Standards. ; ; In addition to the continued use of Peakon, our employee engagement feedback tool, we will undertake a regular programme of events with expert coaches to support colleagues through the next stage of the pandemic and the gradual return to office-based activities, whether at Arum or client sites. We have invested in new technology to support our colleagues via a mental health diagnostic and support app called 87% through which all employees will be able to complete a detailed, personal and confidential assessment. This will create a personalised profile and employees will receive guidance in the form of advice, fitness enhancing programmes, life coaching and coping strategies. A team of clinical psychologists are available as well as a full range of professional support. Employees data is not collected, but Arum will receive valuable insight about the team at an aggregate level providing feedback and direction for future initiatives and regular review of mental health and wellbeing policies. Arum will also introduce Mental Health First Aid training to at least two employees resulting in certified mental health first aid within the workplace.

Pricing

• Price: £10,000 to £90,000 a unit a month
• 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 reuben.gates@arum.co.uk. Tell them what format you need. It will help if you say what assistive technology you use.