Methods Business and Digital Technology Limited

Jadu Digital Platform-Web Publishing ‘MyAccount’ Forms Payments and Case Management: Jadu by Methods

A low-code web-based platform for digital service delivery. Incorporating web content management, real-time collaborative case management, CRM, payments, forms and customer MyAccount, the platform enables business users to own and manage digital service delivery, including integration to common Line of Business systems. A Lite self-service only option is also available.

Features

• Low code website deployment, forms building and case management workflow
• Web timeline view of customer cases, Real-time messaging and updates
• MyAccount features with single view of customer record and history
• Customer cases created from online forms by customers or CSAs
• Low code workflow, rules and notifications design and configuration
• Set up time-based rules and SLAs for customer service automation
• Mobile, device friendly and AA accessible interface for all users
• Payment bridge with connectors for common Payment Service Providers
• Advanced form features: branching rules, data retention, PDF generation
• Integrations Hub User Interface for low-code configuration of API integrations

Benefits

• No programming required: low-code, webpage, forms and service workflow design
• Secure, accessible and affordable Content, Forms and Case Management Platform
• Design and build digital services faster using a simple UI
• Promotes channel shift and customer self-service
• Business users manage configuration and cases on any device
• Take online payments as part of service workflow
• Focus your agents' time on higher value activities
• Accessible forms/website platform with highly secure hosting and GDPR compliance
• Improve customer satisfaction through better communication and updating
• Engage and inform customers through their MyAccount page

£3,725 an instance a month

Service documents

• Pricing document

  PDF

• Service definition document

  PDF

• Terms and conditions

  PDF

• Modern Slavery statement

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

Framework

G-Cloud 13

Service ID

421542391049220

Contact

Bid Team
020 7240 1121
bidteam@methods.co.uk

Service scope

• Software add-on or extension: No
• Cloud deployment model:
  • Public cloud
  • Private cloud
  • Hybrid cloud
• Service constraints: No
• System requirements: A modern web browser is required to access the service

User support

• Email or online ticketing support: Email or online ticketing
• Support response times: Jadu provide a single level of support, which is built into the monthly subscription cost. This provides an online help desk and ticketing system available 24/7 with telephone support during business hours (8am-6pm, Monday to Friday, except English Bank Holidays). On-call engineers will respond to critical availability issues outside of standard business hours. Our support SLA is included in the terms of service document. Our help desk is staffed with dedicated support engineers, sysadmins, software engineers and other technical experts to resolve support issues as necessary.
• 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: 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: Online support web chat is provided using Jadu's own Jadu Connect platform. The Jadu Connect user interface is regularly tested with NVDA and JAWs
• Onsite support: Yes, at extra cost
• Support levels: Jadu provide a standard level of support, which is built into the monthly subscription cost. This provides an online help desk and ticketing system available 24/7 with telephone support during business hours (8am-6pm, Monday to Friday, except English Bank Holidays). On-call engineers will respond to critical availability issues outside of standard business hours. Support SLA is included in the terms of service document. Help desk is staffed with dedicated support engineers, with sysadmins, software engineers and other technical experts becoming involved to resolve support issues as necessary. An enhanced level of support (at additional cost) increases the number of support accounts an organisation can have as well as out of hours deployments and a number of inclusive professional service days for small works. A named Customer Support Advisor is assigned to every customer, irrespective of whether standard or enhanced support has been chosen.
• Support available to third parties: Yes

Onboarding and offboarding

• Getting started: Jadu provide certified training for administrators, consisting of both Jadu Connect Foundation Training (Online), and Jadu Connect Practitioner Training (Webinar). Jadu can optionally lead with the build of the first digital service at a cost. Additionally there is an online implementation guide and online user manuals for administrators and customer service agents. Customer service agents are also able to access a dedicated online Jadu Connect Advisor Training course.
• Service documentation: Yes
• Documentation formats: HTML
• End-of-contract data extraction: Tools are provided to export data from within the application. Form structures can be exported as .tar files, user submitted data can be exported in CSV and XML format. Any other form data not accessible via the export tools provided in the application can be exported via database export. Users can extract all case data via csv export or webhooks.
• End-of-contract process: A service plan can be cancelled at any time. When you do this, your platform becomes unavailable and all public-facing forms are taken offline – no further usage or subscription charges will apply. You will have access to your platform for export purposes only, for a further 30 days, following which all content and data will be deleted permanently.

Using the service

• Web browser interface: Yes
• Supported browsers:
  • Microsoft Edge
  • Firefox
  • Chrome
  • Safari
• Application to install: No
• Designed for use on mobile devices: Yes
• Differences between the mobile and desktop service: The platform uses responsive web design to allow the same interfaces to adapt and be displayed on devices of different dimensions. This means that both desktop and mobile users can access the same features in the same place, giving a consistent experience across all a user's devices.
• Service interface: Yes
• User support accessibility: WCAG 2.1 AA or EN 301 549
• Description of service interface: Jadu's modern interfaces are developed using the Pulsar user interface framework. The platform uses responsive web design to allow the same interfaces to adapt and be displayed on devices of different dimensions. This means that both desktop and mobile users can access the same features in the same place, giving a consistent experience across all a user's devices.
• Accessibility standards: WCAG 2.1 AA or EN 301 549
• Accessibility testing: Jadu's modern interfaces developed using the Pulsar user interface framework are tested using desktop screenreader software, and our text editor supports a variety of screenreaders including JAWS, VoiceOver, NonVisual Desktop Access (NVDA) and ChromeVox. Additional testing has been undertaken to confirm that animated backgrounds in the software do not trigger seizure in individuals with Photosensitive epilepsy.
• API: Yes
• What users can and can't do using the API: The Jadu Connect Service API provides users with the ability to create and update service requests (cases), progress cases through the workflow and register and retrieve contact details. Jadu Central supplies both a PHP and RESTful XML API. The PHP API is fully functional, allowing both read and write of application data. The RESTful XML API allows users with an authorised API key to access publicly available content already published to the website.
• API documentation: Yes
• API documentation formats: HTML
• API sandbox or test environment: No
• Customisation available: Yes
• Description of customisation: A broad range of settings can be adjusted from within the application user interfaces. Additional custom functionality can be developed to extend the core feature set. Extensibility of the platform is a core feature of the Jadu Central. For the digital concierge component of the platform branding options allow customers to upload their own logos and set a system-wide colour scheme. For the form and website component, skinning is possible through web template design.

Scaling

• Independence of resources: Monitoring tools are used to measure usage of the application and where necessary additional resources can be added.

Analytics

• Service usage metrics: Yes
• Metrics types: Monthly and daily reports for number of cases by case type for a user defined date range. Users can export all case data to csv to build reports not currently available in the reporting dashboard.
• Reporting types: Real-time dashboards

Resellers

• Supplier type: Reseller providing extra features and support
• Organisation whose services are being resold: Jadu Limited

Staff security

• Staff security clearance: Other security clearance
• Government security clearance: Up to Security Clearance (SC)

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: Less than once a year
• Penetration testing approach: Another external penetration testing organisation
• Protecting data at rest: Other
• Other data at rest protection approach: Sensitive data is encrypted within the database. 'Sensitive data' includes:; ; - Any data submitted by a member of the public, including their personal details; - The personal details of internal users of the system; - IP addresses; - API access credentials
• Data sanitisation process: Yes
• Data sanitisation type: Explicit overwriting of storage before reallocation
• 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: Via the service application interface
• Data export formats:
  • CSV
  • Other
• Other data export formats: XML
• Data import formats:
  • CSV
  • Other
• Other data import formats: Case workflows can be imported in JSON format

Data-in-transit protection

• Data protection between buyer and supplier networks:
  • TLS (version 1.2 or above)
  • IPsec or TLS VPN gateway
  • Legacy SSL and TLS (under version 1.2)
• Data protection within supplier network:
  • TLS (version 1.2 or above)
  • IPsec or TLS VPN gateway
  • Other
• Other protection within supplier network: Traffic between various network tiers is restricted with the use of physical and local software firewall. Additionally where applicable TLS encryption (Version 1.2 or above) is utilised. Data exchange within various internal networks may use combination of IPSec VPNs, SSH, TLS or Encrypted RDP protocols.

Availability and resilience

• Guaranteed availability: Jadu guarantee 99.9% availability excluding planned maintenance. SLA is contained within the terms of service.
• Approach to resilience: This information is available on request.
• Outage reporting: Customers are notified by Jadu's support team in the event of an outage and we maintain a public status dashboard.

Identity and authentication

• User authentication needed: Yes
• User authentication: Username or password
• Access restrictions in management interfaces and support channels: Users must create an account with their email address and a password with min 8 characters, at least 1 upper and lower case and one symbol.
• 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: 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: Between 1 month and 6 months

Standards and certifications

• ISO/IEC 27001 certification: Yes
• Who accredited the ISO/IEC 27001: QMS International
• ISO/IEC 27001 accreditation date: Original Approval: 07/11/2016 Current Certificate: 28/09/2020
• What the ISO/IEC 27001 doesn’t cover: Hosting is covered by our infrastructure suppliers' ISO 27001 accreditation.
• ISO 28000:2007 certification: No
• CSA STAR certification: No
• PCI certification: No
• Cyber essentials: Yes
• Cyber essentials plus: No
• 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
  • Other
• Other security governance standards: ISO 9001:2015
• Information security policies and processes: Jadu follow a security policy approved and externally audited as part of our ISO27001 accreditation. A copy of the policy is available upon request.

Operational security

• Configuration and change management standard: Supplier-defined controls
• Configuration and change management approach: All configuration changes must be submitted to a review process. An audit trail of configuration changes is retained. Configuration changes are applied by an automated, tested process, never manually to eliminate human error.
• Vulnerability management type: Supplier-defined controls
• Vulnerability management approach: Jadu's sysadmin team members are subscribed to various vulnerability publishing lists e.g. cve.mitre.org. Any published and relevant vulnerabilities affecting the application stack are carefully reviewed. If a vulnerability is discovered that affects any of the stack components and a vendor patch is available Jadu will attempt to contact the customer to establish a suitable time for updating the affected software. If customer data or reputation is at risk and customer is unreachable within a reasonable time window Jadu's will apply the patch in emergency immediately.
• Protective monitoring type: Supplier-defined controls
• Protective monitoring approach: Jadu uses internal and external monitoring systems to monitor server health in real time.
• Incident management type: Supplier-defined controls
• Incident management approach: An incident will be reported via portal or telephone, or identified by our service desk team. The service desk team will analyse the incident and gather as much information as possible from log files, investigations etc and will at the same time make senior management aware of the incident and escalate appropriately in accordance with our defined escalation procedures Following an incident, a report will be compiled and shared with the customer and any further actions clearly identified. All incidents are reviewed by our security council quarterly and this process is subject to external audit via our ISO27001 accreditation.

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

  Methods’ ISO14001 Environmental Management certification, Environmental Management System and policy, coupled with our Carbon Reduction Plan commitment to achieve net zero emissions by 2050, is supported by initiatives/policies such as: ; •hybrid working model and provision of tools for staff to work from anywhere; creating a sustainable balance between working remotely, in offices and on client sites; •supporting green transport options; cycle to work scheme; •providing locally-based consultants, minimising travel; •reducing paper usage, managing/storing documents electronically and controlling the use of print ; •using only LED lights and insulation in our offices that has zero ozone depletion potential ; •eliminating corporate use of single-used plastics ; •investing in carbon removal until we are removing all our residual emissions by 2030; •using MS teams for company and client meetings; •Partnering with local businesses to engage local resources in contract delivery; •promote the benefits of engaging local people and local suppliers through our supply chain; ; We report on our emissions and climate impact through our Carbon Reduction Plan (updated annually), using tools such as the Biodiversity Intactness Index (BII). We have adopted a carbon reduction target of decreasing carbon emissions over the next 5 years to 100.7 tCO2e by 2025 (a reduction of 45.8%). ; ; Two internal groups provide thought leadership on embedding environmental responsibility into everything we do; ; •Green team focuses on internal Methods’ environmental impacts; •Environmental Responsibility Community of Practice team focus on finding ways to help our clients to focus on theirs.; ; We have the following action plans in place and monitor progress as part of Environment Management System.; •Paper; promoting a paperless office culture; •Energy; reducing/minimising energy usage; •Water; reducing/minimising water usage; •Waste; eliminating single use plastics, promoting the use of goods with recycled content/reconditioned parts; •Procurement; promoting environmentally responsible practices throughout our supply chain
• Covid-19 recovery:

  Covid-19 recovery

  We’ve honed approaches to virtual workshops and continue to use these as part of a mix of engagement options to support remote working, delivering the associated benefits to our clients; increasing efficiency/productivity/opportunities for engagement, widening the resource pool open to our clients, minimising the environmental impact of travel. ; ; We have been working with jobseekers that were negatively impacted by the pandemic (e.g. redundancy) since March 2021 to improve CVs, interview skills, LinkedIn profiles, presentation skills to support them in returning to work. ; ; Methods sponsors schools via Business Education Events: dynamic, Gatsby-focused, employer-student events. Providing videocall support on employability skills; interview simulations; giving/receiving constructive feedback; confidence/self-esteem.; ; As teams return to face-to-face working, we are engaging staff/clients to develop safe, sustainable working practices:; •focusing on return-to-work opportunities; Methods supports numerous programmes/initiatives; ServiceNow’s Prince’s Trust-sponsored NextGen programme, Birmingham’s School of Code.; •continue up-skilling; promoting Local Community Fund grants for return-to-work schemes, education, ex-offender learning.; •working with clients reviewing/developing return-to-office plans/practices.; •supporting positive mental/physical health outcomes through:; -access to Employee Assistance Programme; provides 24/7 confidential support, access to webinars/newsletters and wellbeing resources and links to medical sites for health concerns; access to a trained counsellor; wellbeing programmes/videos, medical information (back pain, anxiety, stress, depression, CALM, Mind, ReThink), health checks, financial assessments.; -Covid-compliant social events to rebuild confidence/team ethos.; •health and safety risk assessments on all offices, resulting in:; -changes to office set-ups; social distancing, pre-booked workplaces, increased cleaning schedules, increased floor space.; -working arrangements; adjusting core hours, reducing peak-time travel.; ; We also continue to build on learning from our involvement in COVID-19 projects.
• Tackling economic inequality:

  Tackling economic inequality

  Education, training and qualifications are essential for tackling economic inequality. We:; •support ServiceNow’s Prince’s Trust-sponsored NextGen programme and were involved at its inception, providing input for course structure/content focussed on the development of digital skills targeting excluded/disadvantaged groups/youth/women returning-to-work/Veterans/Refugees. Providing part-time government-funded digital degree courses; support/training to achieve ITIL/ServiceNow industry-recognised qualifications; apprenticeships targeted in areas ranked highest in the Index of Multiple Deprivation. ; •partner with Birmingham’s School of Code, helping create opportunities for disadvantaged young people; SFIA Levels 1&2 DevOps (all backgrounds, ages, often re-training from other sectors).; •engage with people from disadvantaged areas, including people Not in Employment, Education or Training (NEET), through outreach/social media. ; ; Our robust, diverse local ecosystem is strongly focused on improving local economies and providing access to knowledge/skills for local people/business; meaning less money and skills leave the local community/economy. 100% of contractors are either micro or SME businesses, along with Methods and our delivery partners. We:; •work in partnership with local businesses, purchasing of resources required to fulfil the contract locally, through SMEs with a registered local footprint.; •promote the benefits of engaging local people and suppliers through our supply chain, challenging negative preconceptions, removing barriers. ; •champion SMEs and micro-businesses, in partnership with the local Chambers/Local Enterprise Partnerships/VSCE infrastructures.; •will sign up to Social Enterprise UK’s Buy Social initiative.; •work with our supply chain to raise awareness, knowledge of modern slavery, fair working practices and encourage them to adopt best practice; we’ll include modern salary, fair payment terms and code of ethics in our supplier onboarding process, with regular progress, audit performance updates.
• Equal opportunity:

  Equal opportunity

  Methods has a core focus on ensuring Diversity, Equality and Inclusion (DE&I) throughout our working practices:; •All colleagues complete DE&I training in respect of internal working practices/services. In 2020, 10 designers attended UAL short-course Designing for Inclusion to ensure our products/services are fully inclusive, attempting to address systemic inequalities.; •Use various recruitment techniques to attract diverse candidates; posting jobs with clear qualifications/skill needs; avoiding language which might dissuade candidates from minority backgrounds; using several CV-assessors to avoid bias.; •Offer skills development/job creation opportunities to attract candidates from diverse backgrounds; apprenticeship schemes, retraining/upskilling initiatives, internal qualifications attainment, employment coaching/mentoring.; •Offer flexible working to accommodate parental responsibilities, disabilities, religious/cultural requirements.; •We report on the gender composition of our workforce and pay is set by role, not gender.; •Our staff demographic: 33% BAME, 42% women, 2% low income, 5% disabled, 5% Ex-Armed Forces, 5% LGBTQ+; ; Our teams focus on EDI, have undergone specific training and ensure under-represented groups have a voice. We have an accessibility lead and champions.; ; Our accreditations include Social Value Mark Level 1, Armed Forces Employer Recognition Scheme (Silver), Disability Confident: Committed status, Investors in People and are signatories to the Race at Work Charter.; ; Methods is a member of the Association of Professional Staffing Companies (APSCo). We have passed external quality checks to ensure we are in strict compliance with Members Code of Conduct, Trusted Partner Code of Conduct and APSCo Member Risk Assessment. ; ; We’ve zero tolerance to slavery and human trafficking and employ systems in our business/supply chain to:; •Identify, assess and monitor potential risks of slavery and human trafficking; •Mitigate/resolve identified risk; •Protect whistle-blowers; Our dedicated Delivery Assurance and Support Team ensure all partners/sub-contractors sign up to and comply with our Anti-Slavery & Human Trafficking Policy. We exercise rights of audit to ensure we enforce the policy.
• Wellbeing:

  Wellbeing

  We’re committed to our employees, ensuring fair working practices, financial wellbeing, training and development. We support positive mental/physical health outcomes. ; ; All staff have:; •regular manager check-in meetings to provide ongoing support, quick action is taken as required.; •access to extensive wellbeing tools/support on our intranet: Mental Wellbeing toolkit; Health Assured toolkit; Yoga, Pilates and Meditation classes. These have been invaluable for most if not all employees, especially during Lockdown.; •access to our Employee Assistance Programme, which provides: 24/7 confidential support, access to monthly webinars, weekly newsletters and wellbeing resources and links to medical sites for health concerns, access to a trained counsellor, four-week wellbeing programmes, wellbeing videos, medical information (including back pain, anxiety, stress, depression, wellbeing), health checks, financial assessments.; ; Methods promotes work-life balance, supporting staff with personal/family commitments and a flexible approach to when staff work their hours. Managers focus on staff achievements and progress rather than presenteeism and monitoring staff presence in the office. ; ; We support employees working full/part-time or compressed hours, in the office, virtually, or in a hybrid manner depending on individuals’ preferences and role based/client commitments. We believe it is important to offer a greater balance between work and personal/family commitments, and always consider requests for changes in working patterns where feasible. All staff are supplied with the tools and technology required to do their jobs outside of the office.; ; In addition to our extensive wellbeing tools and support, we further engage those self-declaring as disabled, to ensure we are providing applicable tools via our augmented Diversity, Equality and Inclusion programme. We endeavour to publicly report on staff health and wellbeing.; ; To improve community integration, Methods develops content/promotes industry/community engagement via 21 bimonthly Communities of Practice (CoPs). CoPs develop whitepapers, share ideas with clients, develop partnerships, engage vendors, host industry events and promote best practice.

Pricing

• Price: £3,725 an instance a month
• Discount for educational organisations: No
• Free trial available: No

Service documents

• Pricing document

  PDF

• Service definition document

  PDF

• Terms and conditions

  PDF

• Modern Slavery statement

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