TerraQuest

e-Guidance Hub

The e-Guidance Hub provides applicants with substantial information to inform them of the requirements and processes based on the project’s location and characteristics.
Guidance to educate applicants and provide an improved understanding of the type of permission needed, by providing a clear user experience.

Features

• Gives less advanced users with visual interactive guides on planning.
• Allow users to interact with graphical tools around planning/building.
• Centralised repository for information and guidelines on planning and building.
• Collaboration tools that enable users to collaborate with stakeholders/experts.
• Helps users understand and comply with regulatory requirements on planning/building.
• Can integrate with other planning and building-related systems and databases.

Benefits

• Promotes transparency and encourages participation from all stakeholders.
• Streamlines access to information, reducing the time and effort.
• Single source of truth. Users have access to same information.
• Audit trail on decisions, comments, and feedback.
• Facilitates communication and collaboration among residents, organisations, and LPAs.
• Promotes accountability and quality improvement.

£1,000 an instance

Service documents

• Pricing document

  PDF

• 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 Daniel.Williams@terraquest.co.uk. Tell them what format you need. It will help if you say what assistive technology you use.

Framework

G-Cloud 14

Service ID

438496590054448

Contact

Daniel Williams
0121 234 1300
Daniel.Williams@terraquest.co.uk

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: Application submission portal
• Cloud deployment model: Private cloud
• Service constraints: None
• System requirements: Internet Connectivity

User support

• Email or online ticketing support: Email or online ticketing
• Support response times: Incident response times are:; − Level 1 – Service down / unavailable, resolved within 4 working hours; − Level 2 – Issues with individual component parts impacting all or part of the system, resolved within 8 working hours; − Level 3 – Issues and advice in the usage of the system, or cosmetic issues. Resolved within 16 working hours; − Level 4 – No immediate action required, resolved within 5 working days; ; Weekends support is level 1 only, resolved within 4 working hours.; ; Users are also able to access online help and FAQs 24x7.
• 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: No
• Onsite support: Onsite support
• Support levels: − Level 1 – Website down / unavailable Resolved within 4 working hours; − Level 2 – Issues with individual applications which are stopping submission Resolved within 8 working hours; − Level 3 – Issues and advice in the usage of the system, or cosmetic issues. Resolved within 16 working hours; − Level 4 – Low priority, no immediate action required Resolved within 5 working days; Service costs are Monday to Friday (9:00 til 17:00), excluding public holidays.; Service and technical account managers provided at no extra cost. Cloud support engineers provided in line with agreed rate cards.
• Support available to third parties: Yes

Onboarding and offboarding

• Getting started: Free initial online training and onboarding process or face to face at clients' premises depending on availability, with update training sessions rolled out as necessary and agreed as part of the contract.; ; Online FAQs and support documentation, including integrated help.
• Service documentation: Yes
• Documentation formats:
  • HTML
  • PDF
• End-of-contract data extraction: Service Request; data passed over in a secure format; format to be agree with client
• End-of-contract process: At no additional cost, handover of final data passed over in secure format; format to be agree with client provided. ; ; Subsequent requests for data to be disused as additional change request.; Data securely disposed in line with Industry Standards and any agreed customer requirements agreed as part of the contract.

Using the service

• Web browser interface: Yes
• Supported browsers:
  • Internet Explorer 11
  • Microsoft Edge
  • Firefox
  • Chrome
  • Safari
  • Opera
• Application to install: No
• Designed for use on mobile devices: Yes
• Differences between the mobile and desktop service: No functional differences; uses a responsive design
• Service interface: Yes
• User support accessibility: WCAG 2.1 A
• Description of service interface: Human interface using https and tls1.2 including payment for the service. Direct connection using https and tls1.2 to all clients including Local Authorities.
• Accessibility standards: WCAG 2.1 AA or EN 301 549
• Accessibility testing: Full UAT using customer journey to test the simple intuitive customer interface. Interface to processor is tested using dedicated testing suite, automation tool for schema compatibility, and automated load testing.
• API: Yes
• What users can and can't do using the API: Users have a web based management interface to determine end points and to customise features of the question set displayed to their customers. ; e-Guidance Hub can be integrated to the application submission portal and other KeyChain services for sharing of planning application and other information between approved stakeholders. ; ; Limited tailoring of the site can be achieved to set branding.
• API documentation: Yes
• API documentation formats:
  • HTML
  • PDF
• API sandbox or test environment: Yes
• Customisation available: No

Scaling

• Independence of resources: Automatic Scaling

Analytics

• Service usage metrics: Yes
• Metrics types: SLA and KPI reporting built in product, customised during on-boarding process.
• Reporting types:
  • Regular reports
  • Reports on request

Resellers

• Supplier type: Not a reseller

Staff security

• Staff security clearance: Conforms to BS7858:2019
• 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: 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: Encryption of all physical media
• 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: Direct request to service desk for data export.
• Data export formats:
  • CSV
  • Other
• Other data export formats: XML schema
• Data import formats: Other
• Other data import formats: Open standard XML schema

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: The availability SLA is 99.5% over a 24/7 period per week.; Service Credits do not apply for this software service.
• Approach to resilience: TerraQuest operate to a formalised Corporate Business Continuity Management System/Process, the BCP follows the BS 25999 standard and is a practiced logistical plan for how we recover and restore partially or completely interrupted critical functions within agreed timescales following a disaster or extended disruption
• Outage reporting: Dashboard and email alerts to designated users

Identity and authentication

• User authentication needed: Yes
• User authentication:
  • 2-factor authentication
  • Public key authentication (including by TLS client certificate)
  • Username or password
• Access restrictions in management interfaces and support channels: Complies with recognised Industry standards
• Access restriction testing frequency: At least once a year
• Management access authentication:
  • 2-factor authentication
  • Username or password

Audit information for users

• Access to user activity audit information: You control when users can access 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

Standards and certifications

• ISO/IEC 27001 certification: Yes
• Who accredited the ISO/IEC 27001: URS
• ISO/IEC 27001 accreditation date: 23/12/2023
• What the ISO/IEC 27001 doesn’t cover: All TerraQuest services are covered by this accreditation.
• ISO 28000:2007 certification: No
• CSA STAR certification: No
• PCI certification: Yes
• Who accredited the PCI DSS certification: TerraQuest ( self Certified )
• PCI DSS accreditation date: 24/04/2024
• What the PCI DSS doesn’t cover: N/A
• Cyber essentials: No
• Cyber essentials plus: No
• Other security certifications: Yes
• Any other security certifications:
  • TÜVIT Certificate in SIG for trusted product maintainability
  • TÜVIT Evaluation Criteria for trusted product maintainability

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: The security policies and procedures adopted by TerraQuest have ; been designed based on the following requirements – ; - UK Government, ; - UK and EU Law ; - Commercial best practice ; - Contractual needs ; ; Regular staff training is undertaken, at least annually on all security and data management policies; policies are documented and made available all staff

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: ISO 27001 controls based on ITIL Service Management for change and configuration management.
• Vulnerability management type: Supplier-defined controls
• Vulnerability management approach: TerraQuest subscribes to Industry Standards, journals and security groups to ensure we are aware of latest threats and vulnerabilities. Patches are downloaded, tested and deployed as soon as reasonably available.
• Protective monitoring type: Supplier-defined controls
• Protective monitoring approach: Terraquest monitor unauthorised access and event logs in line Industry Standards and best practice. ; ; All potential compromises are treated as risks and assessed for impact and probability. Mitigation and resolution follows immediately.
• 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: ISO 27001 controls based on ITIL Service Management for incident management.

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

• Social Value:

  Social Value

  • Fighting climate change
  • Covid-19 recovery
  • Tackling economic inequality
  • Equal opportunity
  • Wellbeing

  Fighting climate change

  TerraQuest’s aim is to leave a sustainable social value legacy supported by our Environmental, Social and Governance (ESG) policy in line with the Social Value themes in PPN 06/20. We promote our social value ethos both internally and externally with all our staff, suppliers, customers, and communities. ; ; Although our services’ impact is minimal, in respect of climate impact, change, pollution and resources, we do recognise that initiatives driven as an employer, through our employees, our clients and suppliers, when acting together have a greater impact than sum of their parts. ; ; Our Business Management System is a full set of policies and procedures, touching many aspects of our business strategy, which have been certified, accredited, and continuously audited over the last 25 years. Accreditations include ISO14001: Environmental Management. ; ; We will continue to minimise the environmental impact by making our solutions and services as efficient as possible through increasingly automated operations and operating in efficient buildings and workspaces. Additional impact is realised by taking account of specific issues like carbon footprint, sustainable sourcing and by working closely with our suppliers. ; ; In 2015 we put in place an Environmental Management System and achieved ISO14001 certification. From this we assessed our emissions and measured the impact and return on our investments into environmental management measures implemented e.g. the replacement of all office lighting with motion-activated LED, measuring our carbon footprint and emissions data as we progress to achieving Net Zero. We project that carbon emissions will decrease over the next five years to 37.1 tCO2e by 2028 (21%. reduction). ; ; We also support our client National Grid through the provision of our Land Referencing service on their Norwich to Tilbury project which will support the UK’s net zero target through the connection of new low carbon energy generation and by reinforcing the region's transmission network.

  Covid-19 recovery

  To combat effects of COVID-19 the UK, TerraQuest introduced a policy aimed to inform staff of the Company’s stance on COVID-19 vaccination to ensure all staff and their loved ones were protected. TerraQuest promoted the vaccination programme but also appreciated that not everyone could or would be vaccinated against COVID-19. ; ; TerraQuest’s Business Continuity Group was fully prepared as we had anticipated that the Government was going to impose restrictions earlier in February. As well as invoking our business continuity plans, we made some tweaks in our incident management plans to make them more specific to the Covid 19 crisis. ; ; The group effectively managed the transition of the business to home working during the commencement of the pandemic response. The Group met and communicated on a daily basis and ensured that the business, its employees and customer’s wellbeing and interests were protected at all times. TerraQuest led an extremely successful response to COVID-19 and business to customers continued seamlessly. ; ; Initially from early March 2020, the business moved to a partial home working environment with a staff survey identifying the vulnerability of staff in terms of their health, their travel to work and ability to work from home. Those at higher risk were prioritised and provided with equipment and connectivity for home working, whilst the remaining staff were placed on a rota system. Those deemed at higher risk from Covid-19 had an individual risk assessment completed with mitigating actions to reduce risk. ; ; During the pandemic we enabled all our 200+ staff to work remotely by introducing an Agile Working Policy. This Agile Working arrangement has had a significant impact on the number of journeys made for commuting and for other business journeys. We estimated that during the pandemic between 2020 and 2022, the reduction in commuting mileage was ~ 420,000 miles.

  Tackling economic inequality

  We are dedicated to creating a positive impact in the communities where we operate. We recognise the challenges experienced by certain individuals such as those from deprived areas who face barriers to employment or those with skills shortages. To address these challenges, we have made a commitment to provide paid employment opportunities to these individuals. The creation of new jobs and apprenticeships is a core component of this approach. ; ; Our commitment to diversity and inclusiveness demonstrates our belief in providing equal opportunities for all, regardless of background or previous experiences. We support the Movement to Work initiative, this not only supports individuals in gaining valuable work experience and skills, but also contributes to reducing poverty, promoting social mobility, and boosting local economies. Providing paid and/or unpaid employment opportunities and placements to those who face barriers to employment or are from deprived areas is not only the right thing to do, but it also helps to build a more inclusive and diverse workforce, which in turn, can lead to improved business performance and a more positive workplace culture. ; ; To further demonstrate our commitment, our established ESG Committee, responsible for overseeing the delivery of our social value commitments will review progress regularly and identify areas for improvement. They will also be responsible for ensuring that we are fully compliant with all relevant regulations and legislation, and that our practices are aligned with best practices in the industry. ; ; Our robust reporting and monitoring processes, together with our focus on gathering and reporting on data, and our commitment to regular review, ensure that we are delivering on this requirement in a responsible and effective manner. Through this commitment, we demonstrate our strong dedication to making a tangible difference in the lives of individuals and the wider community.

  Equal opportunity

  We are fully committed to Fair Work First through our ESG Policies which are frequently and widely promoted throughout our business have become embedded in our behaviours and DNA. Our Fair Work approach ensures that we promote equality of opportunity for all with the right mix of talent, skills, and potential and welcome applications from a wide range of backgrounds. We select all candidates for interview based on their skills, qualifications, and experience. ; ; With an explicit purpose of championing everyone's right to feel a sense of belonging, the recruiting, retaining, and promoting diverse employees is critical to our success in a rapidly changing marketplace. Having an employee demographic representative of our customer base allows us to really understand our customers and to deliver products and services that meet their needs and be in line with our desire to be number one for customer care. ; ; Of the people we employ, around 27% come from an ethnic minority background and 48% of the total workforce is female. We have a number of policies in place to ensure that we fully embrace diversity, and we regularly review these in line with changing legislation and best practice. ; ; TerraQuest has a fair and equal pay policy in place and is an accredited real living wage employer. We support gender equal pay and do not offer zero-hour contracts. ; ; In line with the Equality Act 2010, we are committed to promoting equality both in the provision of opportunity to our employees and in the provision of services to our customers, to ensure that no one receives less favourable treatment either directly or indirectly on the grounds of gender, (which may include gender re-assignment), sexual orientation, marital status, civil partnership status, pregnancy, maternity, colour, race, nationality, ethnic or national origins, creed, religion or belief, disability or age.

  Wellbeing

  We prioritise promotion of the health and wellbeing of internal and external stakeholders with an emphasis on happy and engaged employees in a positive and inclusive environment. We have also implemented and ensured employees have access to support resources through the “Not Myself Today” mental health awareness program. The program builds awareness and understanding of mental health, reduces mental health stigma and aims to foster a psychologically safe and supportive work culture. ; ; Furthermore this forms part of our Business Continuity Policy. We have in place a Business Continuity Group that focusses on the health and wellbeing of the staff as well as productivity and quality on daily calls and ensures that all our services and performances are maintained at all times. A formal framework of management reporting and staff interfacing primarily driven by Microsoft Teams ensures that the business remains connected and operating efficiently. ; ; We continuously monitor employee satisfaction through the TerraQuest ‘Say What you See’ surveys. Any areas of concern are reviewed and actioned as part of the ‘You Said, We Listened’ initiative. In 2019, this process was a key factor in successfully increasing annual leave entitlements from 20 to 25 days for staff to ensure parity across the Group. ; ; Through our Agile Working Policy TerraQuest also promotes a healthy work-life balance by offering flexible work arrangements, such as remote work options or flexible scheduling. Encouraging employees to take regular breaks and leave can also contribute to overall physical and mental wellbeing. ; ; TerraQuest also provides workstations that are ergonomically designed to prevent injuries and promote good posture as well as adjustable desks and supportive chairs. Furthermore we provide access to confidential counselling services to support employees' mental health needs and our managers and employees undertake training on mental health awareness. We also promote social events and team outings.

Pricing

• Price: £1,000 an instance
• Discount for educational organisations: No
• Free trial available: No

Service documents

• Pricing document

  PDF

• 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 Daniel.Williams@terraquest.co.uk. Tell them what format you need. It will help if you say what assistive technology you use.