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PlotBox (GSS (NI) Limited)

PlotBox Pro

PlotBox is a cloud-based cemetery, crematorium and bereavement management solution that helps crematoria and cemeteries operate to world-class standards. PlotBox supports full operational management of burials and cremations, with integrated digital mapping, bookings, finance, public access, memorial inspections, and online self-service/booking options for Funeral Directors and Memorial Masons.

Features

  • Booking schedule for Cremations, Burials and other bereavement events
  • Interactive cemetery mapping, real-time view of records and plot status
  • Memorial inspection app, offline access to maps & records
  • Deeds management - renewals, documentation, transfers, grave re-use
  • Cremation management - including CMA and Cremation Society reports
  • Funeral Director Portal – availability, online bookings and document upload
  • Memorial Mason Portal – permit applications, approvals and document upload
  • Memorial Managements - applications, leases, orders, renewals, mapping
  • Reporting and Financial management, with interfaces to finance platforms
  • Public grave searches, walk-to-grave directions and additional services

Benefits

  • Built for web, entirely cloud-based supporting hybrid working
  • All related data accessible securely, a single source of truth
  • Access to data and cemetery maps from any location
  • Embedded interactive digital maps, created and supported directly by PlotBox
  • Free upgrades, legislative changes, keeping you compliant
  • Highly configurable and flexible software to fit your needs.
  • Deliver efficiency and time savings, allowing focus on family support
  • Online support with average response times of 2-3 minutes.
  • Modular options to meet your current and future needs.
  • Comprehensive reporting suite; remove manual counting

Pricing

£600 a user a year

  • Free trial available

Service documents

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 niall.adams@plotbox.io. Tell them what format you need. It will help if you say what assistive technology you use.

Framework

G-Cloud 14

Service ID

4 2 3 8 2 0 4 5 7 4 1 4 1 9 0

Contact

PlotBox (GSS (NI) Limited) Niall Adams
Telephone: 02825 821005
Email: niall.adams@plotbox.io

Service scope

Software add-on or extension
No
Cloud deployment model
Public cloud
Service constraints
Support Tickets can be raised 24/7 via embedded chat, or external Service Portal.

We operate a full in-app dedicated Support Service during UK business hours (Monday - Friday 9am to 5pm).

Support Service hours can be extended on request.

We operate and support customers globally, so do have support available around the clock where desired.

PlotBox is entirely web-based, with no plug-ins required.
System requirements
  • Internet Connection
  • Browser (Edge Chromium, Chrome, Firefox)

User support

Email or online ticketing support
Email or online ticketing
Support response times
In-App instant messaging service is available, enabling live chat with our Service Desk.

Each chat is created as a ticket automatically, and can be tracked at an organisation level within our Service Portal. The current standard response time is approximately 5 minutes.

The instant messaging is also supported by an interactive help centre and knowledgebase.

Our standard SLA covers weekdays but extended SLA cover is available at additional cost.
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), 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
None or don’t know
How the web chat support is accessible
Our in-app messaging service allows our users to quickly tap a button on the screen (available in every screen in PlotBox) to start a live conversation with one of our support agents.

The service allows us and users to send attachments, images, videos, emojis, gifs etc. to create a human support experience with the customer and give them an average 5 minute response to their issue.

The service also allows the user to scroll through a history of their conversations with us.

There is also an interactive help center that they can access via the messaging service, this center is packed with guides, FAQs, articles, videos etc. to help the user solve the issue on their own.
Web chat accessibility testing
None
Onsite support
Yes, at extra cost
Support levels
Each customer will have a dedicated Project Manager through the implementation of the project who will hand over to two teams once the initial project is complete.

Team 1 is the Customer Success team that becomes familiar with the project during implementation and is focused on proactive touchpoints with each customer to make sure they are getting the value from PlotBox they expected. The Customer Success Manager will work with the Customer to ensure continued success with the PlotBox platform, involvement in our user community, roadmap definition, and adoption of newly released features.

The second team is Support who are there to be reactive to issues or queries the customer may have. We guarantee to respond within 1 hour of a support request but in reality, our response time is less than 5 minutes.

We offer a standard support level for all customers, as detailed within the Service Definition Document.
Support available to third parties
Yes

Onboarding and offboarding

Getting started
The Onboarding process will vary depending on the size of the customer, the modules they choose to start with and the services they want us to provide.

All onboarding projects will be guided by an agreed Statement of Works detailing the deliverables and dependencies on both sides.

Each new customer will be allocated a dedicated Project Manager, along with the required specialist to deliver the scope of work, typically including Data Migration Consultant, Process Consultant, Training Consultants, and Mapping Consultants.

In addition, the Customer will be allocated a Customer Success Manager, responsible for our partnership's long-term success.

The project has several key milestones, such as Discovery, Data Acceptance Testing, Training and Go-live.

Training is normally provided to end users in an online instructor-led session. Our experience has shown a series of shorter sessions, with time allowed for independent learning, is more effective and provides the Bereavement Services team flexibility to maintain daily operations.

On-site options are also available, or a hybrid approach.
Service documentation
Yes
Documentation formats
  • HTML
  • PDF
End-of-contract data extraction
Within PlotBox, authorised users can export reports and searches to .CSV and other formats at any time.

Additionally, at the end of a contract, if the Customer should choose not to renew their agreement, we will return all Customer data in an open format through a secure file transfer facility. This will include a ZIP file of any uploaded documents etc and is free of charge.

Specific requests from the data team outside the standard format may be subject to charge.
End-of-contract process
The end of contract process is covered in the detail of the PlotBox Terms and Conditions document uploaded.

At the end of a contract, if the Customer should choose not to renew their agreement, we will return all Customer data in an open format through a secure file transfer facility. This will include a ZIP file of any uploaded documents etc and is free of charge.

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
PlotBox is entirely web-based, meaning the web application can accessed via both desktop and mobile devices. All features available on the desktop application are available on mobile.

The system uses responsive design techniques to optimise the display according to the device in use.

An iPad native app is also included, enabling offline access to cemetery and burials records and maps. This also provides the ability to complete memorial safety inspections while offline, capturing both data and photographs. All inspections can be synced back to the live environment once a connection is re-established.
Service interface
No
User support accessibility
None or don’t know
API
Yes
What users can and can't do using the API
In our experience, API usage in this sector tends to be quite limited, so we explore any requirement on a case-by-case basis. We’ll follow REST standards as default.
API documentation
Yes
API documentation formats
PDF
API sandbox or test environment
No
Customisation available
Yes
Description of customisation
PlotBox offers customisation through configuration. We believe that authorised users should be able to make their own configuration changes without requiring supplier support.

To enable that, we have established a broad range of configurable system settings which provides a high level of flexibility for any cemetery or crematorium operator.

These include:

- Customisable Document templates (with merge fields)
- Customised Notifications and Email Alerts (with merge fields)
- Fee Configuration and Management
- User defined PickLists and data items
- Customisable Mapping Layers
- Workflow Templates
- Customisable Check-lists for key events (burials, cremations, etc.)
- Customisable Reports / Views - column selection, order etc
- Custom List Filters
- Options to add additional facilities as required
- Customisable Diary Management (service times, durations etc.)

PlotBox uses role-based authorisation to determine who can make specific changes.

We also consider development requests from clients, and welcome client input into our development roadmap.

Scaling

Independence of resources
PlotBox uses a clustered architecture that makes uses of autoscaling of cloud resources to respond to the demand on the service. Modules are loosely coupled to ensure that availability in one module will not impact others.

We use extensive monitoring an logging to proactively manage our infrastructure.

Analytics

Service usage metrics
Yes
Metrics types
We provide a large amount of metrics about the usage of the product across all aspects of your business including:

- Burials/Cremations over time periods, by location, type etc
- Tasks/Work items over time period, user, locations, types etc
- Events over time period, user, locations, types etc
Reporting types
  • Real-time dashboards
  • Reports on request

Resellers

Supplier type
Not a reseller

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
Another external penetration testing organisation
Protecting data at rest
  • Physical access control, complying with CSA CCM v3.0
  • Other
Other data at rest protection approach
All data at rest is encrypted using Azure Service Storage controls
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
Users have the ability and option to extract data in a number of formats including CSV, PDF and Excel.

Export options are available across system search, and embedded reporting.

Users can define which columns to include within the exported data, and can save export templates for ease of regular use.
Data export formats
  • CSV
  • Other
Other data export formats
  • XLS
  • PDF
Data import formats
  • CSV
  • Other
Other data import formats
JSON

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
PlotBox will use reasonable commercial efforts to ensure that the Software is available to you at least 99.5% of the time in any calendar month during the Subscription Term, excluding Scheduled Downtime and Maintenance.

Our Service Definition Document provides further details on the SLA we offer in relation to Support Services.
Approach to resilience
Available on request
Outage reporting
In order to communicate outages we have:

- Public, externally hosted dashboard
- Externally hosted alerting (email and SMS)

Identity and authentication

User authentication needed
Yes
User authentication
  • Identity federation with existing provider (for example Google Apps)
  • Username or password
Access restrictions in management interfaces and support channels
PlotBox uses role based authorisation to determine the access levels a specific user has. These can be defined and modified in the application by admin users.

Only Super Users will be granted access to System Settings / Management Interfaces. Similarly, Users can be granted permission to access Support channels.
Access restriction testing frequency
At least once a year
Management access authentication
  • Identity federation with existing provider (for example Google Apps)
  • Username or password

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
At least 12 months
Access to supplier activity audit information
Users contact the support team to get audit information
How long supplier audit data is stored for
At least 12 months
How long system logs are stored for
At least 12 months

Standards and certifications

ISO/IEC 27001 certification
No
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
No
Security governance approach
We are currently on a path to achieving ISO 27001, awaiting audit.

We have a named senior manager responsible for the Security Policy across the group. Security is discussed and given focus at board level.

The CTO is responsible for ensuring our security framework standards are adhered to and followed across the company.

Specific details of our approaches and policies relating to Security Governance are available on request.
Information security policies and processes
All PlotBox Information Security and Quality Policies are maintained as part of our Integrated Management System and stored in our Internal Intranet.

Documents are reviewed as necessary but at least once per year in Management Review meetings. Policy documents are Confidential and for Internal Use Only - however, summaries can be provided.

These policies include, but are not limited to:

- Information Security Policy
- Risk Management Plan
- Risk Assessment & Treatment Plan
- Data Protection/GDPR Security Policy
- Information Security Incident Management
- Password Policy
- User Identity and Access Management Policy
- Data Disposal Policy
- Data Backup Policy
- Business Continuity/ Disaster Recovery Policy
- Disaster Recovery Plan
- Records Management Policy
- ICT Acceptable Use Policy

Operational security

Configuration and change management standard
Supplier-defined controls
Configuration and change management approach
All software, software configuration, hardware configuration and documentation artefacts are tracked via version control management software.

User permissions to modify artefacts are controlled using role-based authorisation and all changes are logged and can be traced back to the change control request that initiated the change.

We use a mix of automated static analysis and peer review to ensure changes comply with strict secure programming and hardening best practices.
Vulnerability management type
Supplier-defined controls
Vulnerability management approach
We have a dedicated security team, ultimately responsible to the CTO, that continuously monitors and responds to potential vulnerabilities. We use automated security patching as default with an aggressive security update policy.

Using Azure for hosting provides access to integrated deployment systems to manage the distribution and installation of security updates, with access to controls which identify and monitor security incidents and cloud vulnerabilities.

Our cloud infrastructure is continuously monitored and reported on using Application Performance Monitoring (APM) software allowing us to proactively manage SLAs and immediately react to service reduction.
Protective monitoring type
Supplier-defined controls
Protective monitoring approach
We employ protective monitoring across all layers of the stack including network level monitoring, access monitoring, user monitoring and application-level monitoring. In addition to the controls available in Azure, we have deployed an additional protective monitoring suite which provides DDOS Protection, Intrusion Detection, and Intrusion Prevention techniques.

All activity is logged and monitored with any suspicious activity alerting to a dedicated and centralised response team. The response team will assess the alert to determine if there is a compromise, if found they will immediately initiate a documented response policy that details the actions depending on the category of compromise.
Incident management type
Supplier-defined controls
Incident management approach
Incidents can be raised by Users, or via our internal team/monitoring.

Users can report Incidents via to HelpDesk using the in-app messaging system, via the external Service Portal, or via email. All incidents are recorded and tracked via incident management software which allows clients to keep track of progress and updates.

Secure development

Approach to secure software development best practice
Supplier-defined process

Public sector networks

Connection to public sector networks
No

Social Value

Social Value

Social Value

  • Fighting climate change
  • Covid-19 recovery
  • Wellbeing

Fighting climate change

PlotBox is designed to enable paperless processes, achieved through the effective digitisation of cemetery and crematoria processes. Examples include the use of digital cemetery mapping, document storage, and the ability for stakeholders such as Funeral Directors and Memorial Masons to submit documentation electronically. Digital maps also provide public users with walk-to-grave directions, preventing the Cemetery team from having to drive/travel to the cemetery in question to guide the family or mark the grave. As an organisation, PlotBox aims to reduce the environmental impact of our operations continually. This includes operating a paperless office and the use of public transport where possible. We offer a hybrid working policy to allow our team to reduce commuting miles. The majority of internal and customer calls take place remotely, significantly reducing our travel miles.

Covid-19 recovery

Our mission is to reduce the pain of death for families and those who serve them. Our software is developed with that priority in mind, creating more efficient and new ways of working for Local Authorities to deliver bereavement services.

Through the transformation of existing processes, and moving towards integrated digital mapping, PlotBox helps to improve workplace conditions that support the COVID-19 recovery effort by enabling remote working for Local Authority staff. Bereavement Services teams can remotely access diaries, mapping, and records, resulting in more efficient management of crematoria and cemeteries.

Through our Public Portal, PlotBox reduces the need for members of the public to travel to the Council offices in order to query records.

Via the Funeral Director Portal, PlotBox reduces the inbound calls to the Bereavement Services team, enabling Funeral Directors to provide a more efficient and personal service to grieving families, and removing the need for the Funeral Director to call and/or visit the Council offices to confirm a booking.

Wellbeing

Our mission is to reduce the pain of death for families and those who serve them. For bereavement service professionals, our technology is targeted to help lower the admin burden on processes, reducing the chance of overwhelm and stress in a challenging setting. Our platform provides several methods in which cemetery and crematorium teams can better engage with families, local businesses, and other users, assisting the service in being more integrated with the local community.

Pricing

Price
£600 a user a year
Discount for educational organisations
No
Free trial available
Yes
Description of free trial
The scope of any free trial will be decided on a case-by-case basis, and will be time-limited.

Service documents

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 niall.adams@plotbox.io. Tell them what format you need. It will help if you say what assistive technology you use.