GENIUS SOFTWARE SOLUTIONS LIMITED

Adept

Customer management and workflow tool for managing debt-collection, recoveries, credit control, payment strategies and legal case processes.

Offers the ability to manage multiple parties connected to a case, contact management, workflow strategies, vulnerability and event management, affordability analysis to support payment arrangements, automated document production, transactional ledgers and automated worklists.

Features

• Customer Management - contact /profile data, integrated with Commpli.
• Workflow Strategies - automatically schedule communications (email, call, SMS etc).
• Manage Vulnerabilities & Events such as bankruptcy, deceased.
• Affordability Analysis & Payment Arrangements - income, expenditure, payment promises.
• Document Configuration and Automation (letter, email, sms).
• Full transactional ledger supporting debits/credits - invoices, charges, payments.
• Worklists to automate production of work required per strategies.
• Complaints - tracking stages and automation of communications throughout.
• Reporting and data extracts.
• Permission based roles.

Benefits

• Customer & Contact Management supporting multiple parties to each case.
• Workflow Strategies - configurable to the use case.
• Manage Vulnerabilities & Events - triggering appropriate actions and workflow.
• Affordability Analysis & Payment Arrangements - ensure compliant payment plans.
• Documents - configure your own document content and merge fields.
• Ledger - providing detailed balance breakdowns and history.
• Worklists - organise work effectively and assign to skilled users.
• Complaints - reporting and SLA tracking.
• Reporting and data extracts - configurable to your requirements.
• Configurable user access for data and functionality.

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

Framework

G-Cloud 15

Service ID

405199351256290

Contact

Nicola Docherty
01412800275
info@geniusssl.com

About your service

• Service categories:

  Applications

  Customer relationship management

  • Digital commerce
  • Customer service
  • Contact centre
• Multi cloud support: Yes

Service scope

• Software add-on or extension: Yes, but can also be used as a standalone service
• What software services is the service an extension to: Commpli; our Compliant Communication SaaS platform offering multi channel and blended automation for users interacting with customers both for inbound and outbound voice to full omnichannel communications and payment processing activities is fully integrated to the Adept platform.
• Cloud deployment model: Private cloud
• Service constraints: Adept is solely compatible with Windows.
• System requirements: Microsoft Windows is required on the clients desktop.

User support

• Email or online ticketing support: Yes
• Support response times: Support and Helpdesk on average answer 88.26% of calls in under 30 seconds, with an average speed of users connecting with us in 18.13 seconds. ; ; An average of 87% of Questions via our Helpdesk ticketing system are resolved within 72 hrs, (capture to close).; ; Core Support channels monitored as follows, and we have some contracts on 24x7x365 which can be accommodated.; ; Monday-Friday: 07:30 - 20:00 Saturday: 07:30 - 18:00 Sunday: (Accommodated); ; Target response times based on priority: ; High - 1 hour, updates every 1 hour. ; Medium - 1 business day.; Low - 2 business days.; Change Requests -2 business days.
• User can manage status and priority of support tickets: Yes
• Online ticketing support accessibility: None or don’t know
• Phone support: Yes
• Phone support availability: 9 to 5 (UK time), 7 days a week
• Web chat support: Yes
• Web chat support availability: 24 hours, 7 days a week
• Web chat support accessibility standard: None or don’t know
• How the web chat support is accessible: Our web chat is accessible through our website at www.geniusssl.com. Users can access our web chat for support queries. ; ; Our webchat is currently text based however we have further accessibility options within our roadmap to include integration with assistive technologies.
• Web chat accessibility testing: Our webchat is currently text based however we have further accessibility options within our roadmap to include integration with assistive technologies.
• Onsite support: Yes, at extra cost
• Support levels: A dedicated Client Support Executive acts as your relationship manager and primary point of contact. They coordinate with our Helpdesk, Network/Infrastructure, and Software Development teams to provide comprehensive technical support. All support services are fully included within our licence fees.; ; Support requests are managed through our Zendesk ticketing system and can be logged by email or phone. Each request generates an acknowledgement email with a ticket reference. ; ; To ensure efficient triage, we ask that all requests include clear and accurate information. Tickets are classified as problems, issues, or change requests and prioritised by business impact:; ; • High Priority: Significant impact on production for many users; • Medium Priority: Minor impact on production; • Low Priority: Minimal impact; ; Our Helpdesk manages the customer-facing support process, providing 1st and 2nd line assistance. They are supported by our Infrastructure and Development teams for triage and escalation. Requests requiring 3rd line expertise are passed to the appropriate specialists, with communications maintained through the Helpdesk and tracked within Zendesk.; ; The Client Support Executive ensures alignment on priorities and facilitates communication between your team and ours, including managing larger change projects, also included in our pricing. Initial and ongoing training is provided at no additional cost.
• Support available to third parties: Yes
• AI chatbot: Yes

Onboarding and offboarding

• Getting started: We provide training for all users and can segregate these sessions by role/access model. ; ; During your onboarding, initial training would be supplied by our dedicated support teams. ; ; All training is shaped in agreement with client needs to ensure the format, the location, the session length and frequency provide the best fit. ; ; Sessions would then be supplemented with a system walkthrough guide, detailing each component of the user interface we have created. ; ; The support we provide is ongoing throughout the relationship to ensure you always have everything you need, are aware of any new additions to the service as well as allowing us to ensure we stay close to any new strategies you may be looking at, allowing us to support their implementation. ; ; Our client support and helpdesk teams are always available for any ongoing training requirements of new and existing users. Methods of training delivery are Virtual Online or within Client Premises.
• Service documentation: Yes
• Documentation formats:
  • PDF
  • Other
• Other documentation formats: XLS
• End-of-contract data extraction: Data can be repatriated in a number of ways, generally exported to files (e.g. for collection by SFTP), or can be retrieved by an API.; ; Any combination of these can be used to integrate into existing or future external systems. This would be agreed in advance and form part of exit planning.
• End-of-contract process: We have an offboarding process that would be used as a high-level guide however any offboarding would be planned in conjunction with the buyer, dependant on the service provided. ; ; This would be inclusive in our cost, unless we had to incur any external charges to facilitate this. The project would be managed by a dedicated client support executive.
• Documentation accessibility standard: None or don’t know
• How the documentation is accessible: Our documentation and processes are formally documented within our Information Security Management System and follow In line with our enquiry to delivery processes. We share our new client set up documentation upon new client/contract set up and onboarding. ; ; Our offboarding follows our formal documented Exit Management Strategy, which begins at new client set up stage covering data retention/equipment return/ destruction.

Using the service

• Web browser interface: No
• Application to install: Yes
• Compatible operating systems: Windows
• Designed for use on mobile devices: No
• Service interface: Yes
• User support accessibility: None or don’t know
• Description of service interface: Adept is a Windows desktop application with an intuitive graphical interface, allowing users to navigate all functions through standard Windows menus, dialogs, keyboard, and mouse input. ; ; Menu options provide access to self-service configuration data, depending on user permissions. Customer records are accessed through a search screen, and each record displays core customer details at the top of the interface. ; ; The lower section contains multiple tabs, e.g. Ledger, Contacts, History, and Documents. Each offering dedicated functionality for managing customer information. This structured layout ensures users can easily view, update, and manage all customer related data within a familiar Windows environment.
• Accessibility standards: None or don’t know
• Description of accessibility: The platform allows users to manage customer accounts, track workflows, generate documents, handle payments, maintain ledgers, manage commissions, and perform real‑time operational tasks. Adept also supports compliance tracking, vulnerability monitoring and complaint management.
• Accessibility testing: Our service is currently a desktop application; however we have further accessibility options within our roadmap to include integration with assistive technologies.
• API: Yes
• What users can and can't do using the API: Our Service allows all data to be imported and exported to files (e.g. for collection by SFTP) or can be retrieved by an API. ; ; Data from our Adept service can be extracted, for example by API calls, which can be used by integrating applications to drive events and other processes based on account or user activity. ; ; Our Genius API and DAPI documentation is readily available.
• API documentation: Yes
• API documentation formats:
  • PDF
  • Other
• API sandbox or test environment: Yes
• Customisation available: Yes
• Description of customisation: Adept has a series of core screens that can be customised with fields or data points specific to the customer requirement. This would be done as part of the initial setup.; ; Our development and support teams would assist with customising import / export formats.; ; Within the Adept application, users can customise and configure operational items such as:; ; - User action and reason codes; - Dropdown values; - Workflow strategies and treatments; - Worklists; - Document templates (email, letter, SMS); - Users and permissions

Scaling

• Independence of resources: We utilise private cloud infrastructure, with monitoring and alerting tools to ensure we are effectively managing capacity. This infrastructure also gives us scope to quickly bring online additional resource if required. ; ; Our services are highly available, and load balanced with automated failover where required. This ensures maximum service availability for our clients.; ; We have a robust operational and helpdesk support team ensuring we have customer support infrastructure in abundance ensuring our clients/users remain unaffected in times of peak demand.

Analytics

• Service usage metrics: Yes
• Metrics types: Our software platforms record all transactions at a granular level, and we can provide a range of Usage metrics covering areas such as user activity, productivity metrics, performance KPI’s based on transactional data, feature usage. ; ; Additionally, we can provide support metrics such as request volumes, resolution times, analysis of request type, uptime, incident data.
• Reporting types:
  • Real-time dashboards
  • Regular reports
  • Reports on request
• Resource tagging: No
• FOCUS resource tagging: No

Resellers

• Supplier type: Not a reseller

Staff security

• Staff security clearance: Other security clearance
• Government security clearance: 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: 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: Encryption of all physical media
• Data sanitisation process: Yes
• Equipment disposal approach: A third-party destruction service
• Data sanitisation type: Data Erasure

Data importing and exporting

• Data export approach: Data exports can be completed in various formats including CSV; PDF, XLS. API's and DAPI's via SFTP can also be used for exporting data. ; ; Exports can also be scheduled to run via email or to set SFTP locations with the latter being preferred.
• Data export formats:
  • CSV
  • ODF
  • Other
• Other data export formats:
  • XLS
  • SQL
  • API
• Data import formats:
  • CSV
  • ODF
  • Other
• Other data import formats:
  • XLS
  • PDF
  • In any txt formats (e.g. tab delimited, pipe delimited).

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: Our private cloud infrastructure and technical solutions are architected to ensure cyber security and business continuity for our client’s data and service delivery. This is key to the success of our Software as a Service (SaaS) business model.; ; Our Genius Way of Working is underpinned by a number of ISO certifications, in a combined management system. This includes ISO 27001 for Information Security Management, ISO 22301 for Business Continuity Management and ISO 9001 for Quality Management. ; ; Our management system is well established and have held UKAS accreditations for significant years which are subject to external audit annually. ; ; We aim to achieve 99.9% uptime for our clients and users. Within our contract terms outlines our service level agreements and financial penalties. In the unlikely event of serious disruption to services resulting in service levels being affected would be entitled to apportioned refunds; and can be returned as service credits.
• Approach to resilience: Our service is designed to be highly resilient and is underpinned by a certified Business Continuity Management System aligned to ISO 22301, ensuring a structured, audited, and continuous improvement approach to service continuity. ; ; We operate across multiple data centres, enabling failover so clients can be moved to an alternative server or site when required. Our private cloud infrastructure maintains spare capacity, allowing us to scale resources quickly during peak demand or in response to unexpected events.; ; All platforms are supported by automated service and infrastructure monitoring, enabling proactive detection and resolution of issues before they affect users. ; ; Where possible, applications are load balanced and deployed in high availability configurations to eliminate single points of failure. We also maintain robust backup procedures to ensure data integrity and fast recovery.; ; Resilience is further supported by multiple communication providers, ensuring uninterrupted connectivity and telephony. All staff have secure remote access, allowing operations to continue during incidents affecting office locations. ; ; Our cross-training programme ensures critical roles are always covered, strengthening operational redundancy.; ; These measures ensure our service remains stable, recoverable, and dependable even under adverse conditions.
• Outage reporting: Our service reports outages in line with our Data Breach and Information Security Incident Management Policy and Procedure, which is part of our ISO 27001 certification. ; ; Our approach ensures incidents are managed consistently, aligned with business priorities, and communicated clearly. Customers report incidents via Helpdesk and our team follow clear consistent processes throughout.; ; Any incident identified internally that affects customers or customer data is assessed for risk and impact, with affected customers notified within 24 hours of detection.; ; All incidents are logged via Zendesk regardless of type or source, and a reference number is issued so the incident can be tracked. Each record includes an accurate description of the incident, who reported it, the type of information affected, and if personal data is involved the number and category of individuals impacted.; ; The Helpdesk and Incident Management team maintain communication with the user throughout, ensuring sufficient detail is captured to support efficient investigation and resolution.; ; Incident notifications are also escalated to the relevant internal teams, including senior management, ensuring appropriate oversight and coordination throughout the incident lifecycle.; ; An incident report is supplied for each incident including all details including Root Cause, Corrections, Preventative Actions.

Identity and authentication

• User authentication needed: Yes
• User authentication: Username or password
• Access restrictions in management interfaces and support channels: Adept’s management interfaces is restricted to authorised administrators using individual usernames and passwords. Permissions are role-based, ensuring users can only perform actions appropriate to their role.
• Access restriction testing frequency: At least every 6 months
• Management access authentication: Username or password

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: User-defined
• Access to supplier activity audit information: You control when users can access 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: Genius regards the integrity of its information as central to the success of our business, and our ISO27001 accreditation underpins our approach to ensure that all assets and information systems are fully protected. ; ; The relevant Information Security policies are:; ; • Information Security Policy ; • Acceptable Use Policy ; • Information Security Incident Management Policy ; • Asset Management and Information Classification Policy ; • Bring your own Device Policy; • Mobile Device Policy ; • Clear Desk and Screen Policy ; • Password Policy ; • Government Clients Security Policy; • Data Protection and Privacy Policy.; ; Related supporting procedures:; ; • Data Breach and Information Security Incident Management Procedure; • Business Continuity Management Procedure; • Disposal of IT Assets Procedure; • Patch Management Procedure ; • Risk Management Procedure ; • Malware Protection Procedure ; • Internal Audit Programme Procedure; ; Employees undergo training as part of them onboarding, each have responsibility for information security, all employees have access to all policies, procedures and records using their individual login credentials to gain access in real time via our compliance system. Staff receive briefings on all policies and procedures at least annually. ; ; Accredited to Information Security (ISO27001), Quality Management (ISO9001) and Business Continuity (ISO22301), Cyber Essential Plus, we undergo external audits annually.
• Software Security Code of Practice: Yes

Operational security

• Configuration and change management standard: Supplier-defined controls
• Configuration and change management approach: Our configuration and change management process ensure all service components are tracked throughout their lifecycle, with every change assessed for operational, security, and compliance impact. ; ; Pre-authorised users submit change requests through our ticketing system, where each is logged, referenced, and auditable. ; ; Changes are evaluated for purpose, risks, security, data protection, business continuity, infrastructure impact, resource needs, and external costs. Approved changes follow a controlled process including documented work steps, testing, release and rollback plans, monitoring, documentation updates, and required training.; ; A post implementation review confirms outcomes and lessons learned, while stakeholders are kept informed throughout ensuring transparency and controlled deployment.
• Vulnerability management type: Supplier-defined controls
• Vulnerability management approach: Our vulnerability management process uses continuous nightly scanning to identify weaknesses, supported by proactive threat intelligence gathering. ; ; Threats are assessed through vulnerability analysis, penetration testing, and review of security related updates. Critical and High vulnerabilities are remediated within 30 days, supported by a formal patching schedule: Windows systems are patched monthly following Patch Tuesday, and Linux systems monthly or quarterly, with all updates tested in a dedicated environment before deployment. ; ; Emergency patches are deployed immediately with managerial approval. Patch information and emerging threats are sourced from vulnerability scans, vendor advisories, security testing results, and monitoring tools.
• Protective monitoring type: Supplier-defined controls
• Protective monitoring approach: We identify potential compromises through alerts from monitoring tools, log reviews, system event analysis, and proactive monitoring by support staff. ; ; Users and customers may also report suspicious activity. When a potential compromise is detected, this is logged, investigated, and assessed for risk and impact. ; ; Any incident affecting customers or customer data is communicated to them within 24 hours of detection. Response actions include containment, remediation, and conducting a full Root Cause Analysis detailed within our Incident report.
• Incident management type: Supplier-defined controls
• Incident management approach: Incident management process follows a formal, predefined procedure aligned with ISO 27001, applicable Data Protection, Privacy, PCI DSS, and contractual requirements. ; ; Incidents are managed from detection through investigation, remediation, reporting, and closure. Potential incidents may be identified through user reports, customer notifications, monitoring alerts, log reviews, or proactive checks. ; ; Incidents are reported to the Helpdesk, logged in Zendesk, assigned a reference number, and classified by severity. Users report issues via phone or email, with the Helpdesk coordinating communication.; ; Incidents affecting customers or their data are reported within 24 hours.; ; Root Cause Analysis and formal report completed within five business days.
• 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: No

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

• Less than £250,000: 0%
• Between £250,000 and £500,000: 5%
• Between £500,001 and £1,000,000: 10%
• Between £1,000,001 and £2,500,000: 15%
• Between £2,500,001 and £5,000,000: 22.5%
• Over £5,000,001: 33.33%

Non-mandatory Standards and certifications

• ISO/IEC 27001 certification: Yes
• Who accredited the ISO/IEC 27001: Centre for Assessment
• ISO/IEC 27001 accreditation date: Sunday 7 October 2018
• What the ISO/IEC 27001 doesn’t cover: No exclusion
• ISO 28000:2022 certification: No
• ISO 9001 certification: Yes
• Who accredited the ISO 9001 certification: Centre for Assessment
• ISO 9001 accreditation date: Sunday 7 October 2018
• What the ISO 9001 doesn’t cover: No exclusion
• Quality management systems (QMS): Yes
• CSA STAR certification: No
• PCI certification: Yes
• Who accredited the PCI DSS certification: Self Assessed
• PCI DSS accreditation date: Monday 17 February 2025
• What the PCI DSS doesn’t cover: We are a Level 2 Service Provider.
• Cyber essentials: No
• Cyber Essentials Alternative: None of the criteria
• Cyber essentials plus: Yes
• Please provide your Cyber Essentials Plus Certificate Number: F544d5c0-aafa-475d-a987-97b1c395b0c1
• 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

    • 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
    • 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
    • Measures to identify, mitigate and manage modern slavery risks relating to the contract and how these will be implemented
    • Outline policies and practices to be applied to or put in place for the contract to mitigate and manage modern slavery risks, including: Pre-employment checks, recruitment practices. Workplace conditions, safeguarding plans and processes in place and regular monitoring with relevant groups considered, which may include sampling

  • 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 info@geniusssl.com. Tell them what format you need. It will help if you say what assistive technology you use.