ALTIA SOLUTIONS LIMITED

Altia SmartCase - Incident, Intelligence, Investigations and Case Management software

SmartCase has been designed for teams conducting investigations and gathering intelligence in disciplines including counter fraud, security, crime, complaints, compliance, audit, anti-counterfeiting, risk and HR.

Bringing enhanced organisation, tracking and automation to incident, investigation and case management for both the public and commercial organisations. Easy to use COTS solution.

Features

• Log, run and mange all investigations in one place
• One investigation platform that is adaptable for different departments
• Can be customised to fit your individual procedures & approvals
• Real time comprehensive reporting, metrics and dashboard engine
• Powerful indexing and free format powerful search functions
• Store securely any document used in your investigations process
• Generate summary documents for export including case file preparation
• Comprehensive permissions and role based access to the solution
• Capable of connecting to other software systems via APIs
• Access key parts of Smartcase via Apple or Android App

Benefits

• Manages process from referral to close, driving best practices
• Easier to collaborate with colleagues on investigations when needed
• Automates repeatable processes, reduces mistakes and ensures consistency
• The result is improved outcomes and savings on operational costs
• Allows you to make informed decisions about your investigations
• Improves the management and use documents in your investigations
• Process history data enables you to identify improvement opportunities
• Full system history enables efficient and effective audits
• Get latest features without needing an IT software upgrade
• Take advantage of already developed templates and best practice

£500 to £2,500 a user a year

Service documents

• Pricing document

  ODT

• Skills Framework for the Information Age rate card

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

Framework

G-Cloud 13

Service ID

415971335920799

Contact

Mandy Thomas
+44 (0) 330 808 8600
tenders@altiaintel.com

Service scope

• Software add-on or extension: No
• Cloud deployment model:
  • Public cloud
  • Private cloud
• Service constraints: The software is offered as a cloud solution and there are no constraints for customers.
• System requirements:
  • End-User access via a Web Browser
  • Security controls enabled to permit access to Cloud Service

User support

• Email or online ticketing support: Email or online ticketing
• Support response times: An automated email is sent following the submission of a case where the user is provided with a unique case number. The case is then triaged and reviewed.Based on the priority of the call (SLA is available), follow-up communication will then take place between 8.30 to 5.30 (UK time), Monday to Friday. Cases raised during the weekend will be responded to on the Monday - there is an out of hours support offering, in which case a response will be provided over the weekend.
• 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: Web chat
• Web chat support availability: 9 to 5 (UK time), Monday to Friday
• Web chat support accessibility standard: WCAG 2.1 AA or EN 301 549
• Web chat accessibility testing: None to date
• Onsite support: Yes, at extra cost
• Support levels: Urgent (Severity 1): Interruption making a critical functionality inaccessible or a complete network interruption causing a severe impact on services availability in a production environment. There is no possible alternative. This is what you will expect from Alta. First Response (FRT) Time: 30 Minutes. Resolve within 4hours. Periodic Updates every 30 Minutes. Pausable Update: Not Applicable.High (Severity 2): Critical functionality or network access interrupted,degraded or unusable, having a severe impact on services availability. No acceptable alternative is possible. FRT Time: 60 Minutes. Resolve within two Business Days. Periodic Updates every 4-hours. Pausable Update: NotApplicable. Normal (Severity 3): Non-critical function or procedure, unusable or hard to use having an operational impact, but with no direct impact on services availability. A workaround is available. FRT Time: 90 Minutes Resolved within the Next Major Release Periodic Update: Not Applicable Pausable Update,potentially within two days. Low (Severity 4): Application or personal procedure unusable, where a workaround is available, or a repair is possible; considered“feedback”. FRT Time: One business day Resolved within consideration for Future release Periodic Update: Not Applicable Pausable Update: NotApplicable Full details as part of the contract
• Support available to third parties: Yes

Onboarding and offboarding

• Getting started: Altia has a dedicated training team that covers all products. The team also includes former law enforcement professionals who have worked in this area of Investigation. Training can be provided either on the customer site or at our dedicated training centre in Nottingham.Full user guides are also available to assist users. These are available across the entire system. Our Business Consultants also conduct process workshops to ensure the application is tailored to the organisation’s needs. At the point of go-live, Altia provides dedicated support to ensure the process is completed smoothly and that any issue raised is quickly dealt with. This can be provided on-site, remotely or a hybrid of both as required by the customer. Following go-live, Altia regularly holds User Groups where the customer can send representatives to network with colleagues as well as suggesting and agreeing product enhancements which are invariably incorporated within a future product release as part of the standard licence and support package - at no additional cost.
• Service documentation: Yes
• Documentation formats: PDF
• End-of-contract data extraction: Naturally we would work hard with our customer in the hope that they would not seek to leave. However it is understood that requirements change and Altia will agree an exit strategy at the beginning of the contract, to provide our customers with reassurance regarding how any exit, for any reason would be managed. The exit strategy will contain the steps and activities to be taken that will lead to the cessation of service delivery to the customer. This will ensure the safe delivery of customer data, aligned to any specific customer requirements. The exit strategy documents the transfer and / or deletion of any data, the format in which it will be available for return to the Customer. Altia has a standard outputformat and transfer method and will deliver the data in an agreed flat file format on an encrypted Hard Drive which is usually provided and collected by the customer.
• End-of-contract process: Within 30 days or an agreed period following contract termination, Altia will provide any of the Customer's data held, in database dump format together with associated documentary attachments to an agreed secure location. At this point the Customer's data is deleted from the cloud platform and all / any Altia group systems. As an alternative, if necessary, it may be possible to agree a "read only" access to the system data on payment of all 3rd party hosting costs and associated service management costs incurred by Altia in maintaining access to the "read only" system.

Using the service

• Web browser interface: Yes
• Supported browsers:
  • Microsoft Edge
  • Chrome
• Application to install: No
• Designed for use on mobile devices: Yes
• Differences between the mobile and desktop service: The solution is a cloud based web application that can be accessed through a number of different gateways depending on the level of security required by the organisation. The application uses a responsive web design to assist users interface with the system on a variety of devices and screen sizes via modern internet browsers.
• Service interface: Yes
• User support accessibility: WCAG 2.1 AA or EN 301 549
• Description of service interface: The solution is a cloud based web application that can be accessed through a number of different gateways depending on the level of security required by the organisation. The application uses a responsive web design to assist users interface with the system on a variety of devices and screen sizes via modern internet browsers.
• Accessibility standards: WCAG 2.1 AA or EN 301 549
• Accessibility testing: None to date
• API: Yes
• What users can and can't do using the API: Users can bulk upload and download data through the API
• API documentation: Yes
• API documentation formats: PDF
• API sandbox or test environment: Yes
• Customisation available: Yes
• Description of customisation: SmartCase is a highly configurable system that can be extended in a variety of ways to cater for different workflows, interfaces to 3rd party systems etc.; ; The system will be supplied in a pre-configured state, with some bespoke tailoring based on initial business analysis included.; ; Much subsequent customisation can be done by the end User, and training can be provided to enable Customers to be self supporting.; ; Alternately more advanced bespoke configuration can be arranged at a cost by Altia.

Scaling

• Independence of resources: Each user is provided with a dedicated Server on the secure 3rd Party Hosting service engaged by Altia Solutions Ltd to provide the service.

Analytics

• Service usage metrics: Yes
• Metrics types: SmartCase provides a user Dashboard that reports on the status of Investigations logged on the system.
• Reporting types:
  • Real-time dashboards
  • Regular reports
  • Reports on request

Resellers

• Supplier type: Not a reseller

Staff security

• Staff security clearance: Other security clearance
• Government security clearance: Up to Developed Vetting (DV)

Asset protection

• Knowledge of data storage and processing locations: Yes
• Data storage and processing locations: United Kingdom
• User control over data storage and processing locations: Yes
• 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 CHECK service provider
• Protecting data at rest:
  • Physical access control, complying with CSA CCM v3.0
  • Other
• Other data at rest protection approach: VM Encrypted disk
• 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: SmartCase provides a number of methods for exporting data with the easiest being a simple data extract into a standard data interchange format (DIF) of TAB Delimited Ascii Text. This DIF file can be read and imported by most commercial packages available including opening directly in Excel or can easily be converted into comma separated or any other form of delimited file. Alternatively SmartCase can write directly into external data tables or “staging tables” for use by other relational database products directly.
• Data export formats:
  • CSV
  • Other
• Other data export formats:
  • TAB Delimited files
  • Excel
  • XML
  • To other systems via API
• Data import formats:
  • CSV
  • Other
• Other data import formats:
  • Excel workbooks
  • XML Files
  • To other systems via 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)
  • IPsec or TLS VPN gateway

Availability and resilience

• Guaranteed availability: DEMS is hosted on Microsoft Azure and has a guaranteed 99.9% availability. (subject to and excluding planned downtime) The SLA provides detail of the associated guarantees.
• Approach to resilience: Altia are a Microsoft SIlver Partner. The premises used for the management of its Azure services are distinctly separate and at a distance from each of their respective data centre premises. All data centres used for this service are UK- domiciled and located within secure premises. Should high availability be required, then we can offer this across the two sites detailed above. Further information is available upon request.
• Outage reporting: All pre-planned outages will be reported and identified as planned maintenance, emergency maintenance, or platform issues. In addition, Altia will proactively contact customers as appropriate.

Identity and authentication

• User authentication needed: Yes
• User authentication:
  • 2-factor authentication
  • Identity federation with existing provider (for example Google Apps)
  • Username or password
  • Other
• Other user authentication: Smartcase supports Forms Based Authentication (Signon and Password) with a variety of configurable password policies, Active Directory (AD) Authentication with singular or multiple AD Group membership supported, Azure AD for cloud based authentication or to extend on premise Directory Services out to the cloud as part of a federated strategy, for example in conjunction with Office365, or OpenConnect (OAuth) Authentication. All of these methods of Authentication can be supplemented by Two Factor Authentication (2FA) with a randomised token sent to a predefined mobile number
• Access restrictions in management interfaces and support channels: Customers have the option to raise a support request via telephone, email or our support portal. We will always authenticate the identity of the user by validating the information within our customer portal.
• Access restriction testing frequency: At least once a year
• Management access authentication:
  • 2-factor authentication
  • Limited access network (for example PSN)
  • Dedicated link (for example VPN)
  • Username or password
  • Other
• Description of management access authentication: Users must first be authenticated on the Altia network (by direct connection or by VPN connection to the network). Access to the cloud platform then requires a further logon username and password to access the management portal or VM.

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: You control when users can access audit information
• How long supplier audit data is stored for: At least 12 months
• How long system logs are stored for: At least 12 months

Standards and certifications

• ISO/IEC 27001 certification: Yes
• Who accredited the ISO/IEC 27001: Lloyds Register Group Limited
• ISO/IEC 27001 accreditation date: 23/12/2005 (re-accreditation 01/10/2021)
• What the ISO/IEC 27001 doesn’t cover: 14.2.7 Outsourced development
• ISO 28000:2007 certification: No
• CSA STAR certification: No
• PCI certification: No
• Cyber essentials: Yes
• Cyber essentials plus: Yes
• Other security certifications: Yes
• Any other security certifications:
  • Cyber Essentials
  • Cyber Essentials Plus

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: Altia has a number of inter-connected governance frameworks in place which control both how the Company operates and the manner in which it delivers its services to its customers. Altia is registered to ISO27001 by LRQA, a UKAS accredited audit body, and best practice is circulated and adopted across the group. The Company is governed by an integrated suite of information security policies. Under the top level Information Security Policy itself are second-level documents with specific focus on Acceptable Use, Asset Management, Business Continuity Management, Data Protection, Password Management, and many others.

Operational security

• Configuration and change management standard: Conforms to a recognised standard, for example CSA CCM v3.0 or SSAE-16 / ISAE 3402
• Configuration and change management approach: Altia has documented configuration and change management policies and processes, which have been implemented, maintained and assessed in accordance with the guidance from our ISO27001 standard and which is programmatically enforced by industry standard tools including Azure DevOps. Formal configuration management activities, including record management and asset reporting, are monitored and validated constantly, and any identified discrepancies promptly escalated for investigation. All changes will be subject to the Altia processes covering technical testing, quality assurance and user testing including review for potential security related threats prior to release.
• Vulnerability management type: Conforms to a recognised standard, for example CSA CCM v3.0 or SSAE-16 / ISAE 3402
• Vulnerability management approach: Altia has a documented vulnerability management policy and process,which have been implemented, maintained and assessed in accordance with the guidance from our current ISO27001 standards. Where technically possible, real-time updates and status reports are identified and sourced from credible vendor sources.
• Protective monitoring type: Conforms to a recognised standard, for example CSA CCM v3.0 or SSAE-16 / ISAE 3402
• Protective monitoring approach: Altia follows best practices for its coding, application servers and databases. The Cloud Service Provider follows the best practice from the National Cyber Security Centre, The Cloud Service Provider protects it's platforms with 24x7 enhanced protective monitoring services, vulnerability scanning and assessment. Their approach to protective monitoring at minimum meets the Protective Monitoring Controls outlined in NCSC document GPG13. It includes checks against systems events (SIEM) and network traffic analysis, including time sources, cross-boundary traffic, suspicious activities at a boundary, network connections and status of backups. Any alerts generated are logged and investigated 24x7.
• Incident management type: Conforms to a recognised standard, for example, CSA CCM v3.0 or ISO/IEC 27035:2011 or SSAE-16 / ISAE 3402
• Incident management approach: Altia has a documented incident management policy and process, which have been implemented, maintained and assessed in accordance with the guidance from the current ISO27001 standard. This activity is responsible for the progression of issues identified by Altia personnel, and incidents identified and reported to Altia by its customers and partners. Al lincidents are promptly reported into a central ticketing system, which ensures that each is promptly assigned to an appropriate resource, and its progress tracked (and escalated, as required) to resolution.

Secure development

• Approach to secure software development best practice: Independent review of processes (for example CESG CPA Build Standard, ISO/IEC 27034, ISO/IEC 27001 or CSA CCM v3.0)

Public sector networks

• Connection to public sector networks: No

Social Value

• Fighting climate change:

  Fighting climate change

  We are working with Positive Planet on Carbon Footprint Measurement and Reduction Planning, produce PPN 06/21 compliant Carbon Reduction Plan and become Certified Carbon Neutral. Current initiatives already in place include global reduction in travelling by utilising online platforms for team, customer meetings as well as customer training. Company car scheme renewals to be hybrid/electric vehicles, recycling schemes and green energy provider.
• Covid-19 recovery:

  Covid-19 recovery

  We continue to support remote/hybrid working across our group and throughout the pandemic have offered working from home check-in’s to support the mental health of our employees. Our Covid-19 Risk Assessment incorporated being able to offer social distancing, remote working and sustainable travel solutions as well as offering cloud solutions to our customers.
• Tackling economic inequality:

  Tackling economic inequality

  We are a pledge partner for Fortem Australia which supports first responders who are looking to transition into private sector roles. Our growth plans will enable further recruitment of graduates from local universities as well as opportunities for work experience candidates from all backgrounds.; ; ISO27001 Cyber Essentials and Cyber Essentials Plus accreditation ensuring management of cyber security risks in the delivery of our services.
• Equal opportunity:

  Equal opportunity

  Altia prides itself on being an equal opportunity employer of choice, with members being of all ages, gender, sexual orientation and embrace choice and freedom of expression. Altia nurture wellbeing not only of its staff, but also its customer's and do not discriminate against forms of intellectual, mental or physical disability. We report monthly into the Board our Gender & D&I stats. As part of our recruitment cycle, we request anonymised CV’s.
• Wellbeing:

  Wellbeing

  We have signed the “Charter for Employers Positive about Mental Health” and are committed to creating a positive, supportive and open culture. We have mental health first aiders across our business and we continue to reinforce mental health first aid training for our people managers. We offer a comprehensive EAP which allows employees access to a wealth of support and resources including Wellbeing Checks, Counselling, health & wellbeing advice as well as financial advice. Through our private health insurance policy, we can offer mental health support and a digital GP service.; ; We offer an enhanced annual leave package, remote and hybrid working and sickness benefits to release the financial pressure of long-term absence. Our culture supports continuous wellbeing conversations and feedback via our performance process with employees and their line managers. We offer company social events throughout year which help with our employee engagement and morale.

Pricing

• Price: £500 to £2,500 a user a year
• Discount for educational organisations: No
• Free trial available: No

Service documents

• Pricing document

  ODT

• Skills Framework for the Information Age rate card

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