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Tisski Limited

VictimAssist: Victim Support Solution for Police

VictimAssist helps police forces deliver the highest level of support, guidance and care to victims of crime. Built on Microsoft Dynamics 365, Tisski has created an integrated digital platform for handling case management and communications in a timely, cost-effective and consistent manner, keeping stakeholders informed and connected throughout.

Features

  • End-to-end victim support system built on Dynamics 365
  • Omnichannel communications and data capture (including live chat)
  • Embedded feedback mechanisms to track and improve service
  • Automated reminders and escalations
  • Dashboards for audit and decision support
  • Analytics for performance monitoring and statutory Ministry of Justice reporting
  • Integration with crime databases and partner systems
  • Full correspondence tracking, optimised workflows and information routing
  • Task allocation and stage gates
  • Interface with partner agencies

Benefits

  • Single, scalable solution to meet needs of victim support services
  • Cloud capabilities remove the complexity associated with legacy infrastructure
  • Seamless transition to VictimAssist, minimising risk and achieving prompt ROI
  • Tailor VictimAssist to be responsive to change without additional complexity
  • Reduce the risk of errors, oversights and delays
  • Detailed analytics to meet statutory reporting demands
  • Ensure stakeholders remain connected and informed throughout criminal justice process
  • Deliver professional, compassionate service while minimising overhead on valuable resources

Pricing

£55,000 an instance

  • Education pricing 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 dan.coupland@tisski.com. Tell them what format you need. It will help if you say what assistive technology you use.

Framework

G-Cloud 13

Service ID

4 4 1 4 3 0 1 8 3 4 9 2 3 8 8

Contact

Tisski Limited Dan Coupland
Telephone: 07535900510
Email: dan.coupland@tisski.com

Service scope

Software add-on or extension
No
Cloud deployment model
Public cloud
Service constraints
No
System requirements
  • Microsoft Edge, Mozilla Firefox, Google Chrome or Apple Safari
  • Office Integration requires Office 365, 2016, 2013 & 2010

User support

Email or online ticketing support
Email or online ticketing
Support response times
Typically, operating Monday – Friday (excluding UK public holidays), with the option of weekend support, Tisski Service Desk offers customers two options for support availability and response times. Bespoke packages available upon request

Option 1 (08:30 – 17:30)

P1: 1-hour response (4-hour resolution). P2: 4-hour response (8-hour resolution). P3: 8-hour response (24-hour resolution). P4: 24-hour response (40-hour resolution)

Option 2 (09:00 – 17:00)

P1: 2-hour response (8-hour resolution). P2: 8-hour response (16-hour resolution). P3: 24-hour response (40-hour resolution). P4: 40-hour response (80-hour resolution)
User can manage status and priority of support tickets
Yes
Online ticketing support accessibility
WCAG 2.1 AAA
Phone support
Yes
Phone support availability
9 to 5 (UK time), Monday to Friday
Web chat support
No
Onsite support
Yes, at extra cost
Support levels
Typically, operating Monday – Friday (excluding UK public holidays), with the option of weekend support, Tisski Service Desk offers customers two options for support availability and response times. Bespoke packages available upon request

Option 1 (08:30 – 17:30)
P1: 1-hour response (4-hour resolution). P2: 4-hour response (8-hour resolution). P3: 8-hour response (24-hour resolution). P4: 24-hour response (40-hour resolution)

Option 2 (09:00 – 17:00)
P1: 2-hour response (8-hour resolution). P2: 8-hour response (16-hour resolution). P3: 24-hour response (40-hour resolution). P4: 40-hour response (80-hour resolution)
Support available to third parties
Yes

Onboarding and offboarding

Getting started
We tailor on-boarding services based on client requirements, but these are typically aligned to ITIL v4 transition guidelines. This can be either tailored or provided using our standard, predefined service.
Service documentation
Yes
Documentation formats
  • HTML
  • ODF
  • PDF
End-of-contract data extraction
We agree exit terms and processes at the time of contracting. The exact format turnaround and processes related to data extraction is determined at this point.
End-of-contract process
End of contract scenarios are agreed in advance and either tailored to client requirements or we can provide a standard, predefined solution, based on ITIL v4 processes and guidelines.

Additional costs are determined on a case by case basis, dependent on size and complexities of activities.

Using the service

Web browser interface
Yes
Supported browsers
  • Internet Explorer 11
  • Microsoft Edge
  • Firefox
  • Chrome
  • Safari
Application to install
No
Designed for use on mobile devices
Yes
Differences between the mobile and desktop service
There is parity of functionality and service between mobile and desktop, each tailored to the form factor in order to provide a responsive user interface.
Service interface
Yes
User support accessibility
WCAG 2.1 AAA
Description of service interface
Microsoft Unified Interface
Accessibility standards
WCAG 2.1 AAA
Accessibility testing
Jaws screen-reader is supported under the latest Unified Client.

Visit https://docs.microsoft.com/en-us/dynamics365/customerengagement/on-premises/basics/accessibility-people-with-disabilities for accessibility information.
API
Yes
What users can and can't do using the API
There are many extensibility points within our services allowing customisations including user interface, data storage, reporting, work flow, authentication authorisation, line of business integration, customise portals and integration with custom mobile applications.
API documentation
Yes
API documentation formats
  • Open API (also known as Swagger)
  • HTML
  • ODF
  • PDF
API sandbox or test environment
Yes
Customisation available
Yes
Description of customisation
There are many extensibility points within our services allowing customisations including user interface, data storage, reporting, work flow, authentication authorisation, line of business integration, customise portals and integration with custom mobile applications.

Scaling

Independence of resources
We leverage Microsoft Online Services which in turn utilises various Cloud Scale techniques and technologies, to ensure multi-tenant services are not affected in terms of peak usage. More information on request.

Analytics

Service usage metrics
Yes
Metrics types
Many metrics are available including user logins, transactions, storage etc. Reported metrics are agreed on a contract by contract basis.
Reporting types
  • API access
  • Real-time dashboards
  • Regular reports
  • Reports on request

Resellers

Supplier type
Reseller providing extra features and support
Organisation whose services are being resold
Microsoft

Staff security

Staff security clearance
Conforms to BS7858:2019
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)
  • Other locations
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 every 6 months
Penetration testing approach
Another external penetration testing organisation
Protecting data at rest
  • Physical access control, complying with CSA CCM v3.0
  • Physical access control, complying with SSAE-16 / ISAE 3402
  • Encryption of all physical media
  • Scale, obfuscating techniques, or data storage sharding
Data sanitisation process
Yes
Data sanitisation type
  • Explicit overwriting of storage before reallocation
  • 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 can extract data using various techniques including integration with Office clients and various integration technologies.
Data export formats
  • CSV
  • ODF
  • Other
Other data export formats
  • Excel
  • ODBC
  • ODATA
  • Original Document Format as uploaded
Data import formats
  • CSV
  • Other
Other data import formats
  • Excel
  • SQL
  • Access
  • ODATA

Data-in-transit protection

Data protection between buyer and supplier networks
  • Private network or public sector network
  • TLS (version 1.2 or above)
  • IPsec or TLS VPN gateway
Data protection within supplier network
  • TLS (version 1.2 or above)
  • IPsec or TLS VPN gateway

Availability and resilience

Guaranteed availability
Monthly Service Level
1. The Service Level is 99.9%.
2. The Monthly Uptime Percentage is calculated for a given calendar month using the following formula:

Monthly Uptime Percentage =
Total number of minutes
in a given calendar month minus Total number of minutes of Downtime in a given calendar month

More information available on request.
Approach to resilience
Datacenters implement numerous techniques and technologies to achieve resilience including significant power, hardware, data and network redundancy. Detailed information is available upon request.
Outage reporting
Outages can be communicated by multiple methods including Dashboards, accessible via APIs, email alerts and via phone.

Identity and authentication

User authentication needed
Yes
User authentication
  • 2-factor authentication
  • Public key authentication (including by TLS client certificate)
  • Identity federation with existing provider (for example Google Apps)
  • Dedicated link (for example VPN)
  • Username or password
Access restrictions in management interfaces and support channels
Our solutions implement role based access control, determined by the customer on a case by case basis.
Access restriction testing frequency
At least every 6 months
Management access authentication
  • 2-factor authentication
  • Public key authentication (including by TLS client certificate)
  • 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
User-defined
Access to supplier activity audit information
Users have access to real-time 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
NQA
ISO/IEC 27001 accreditation date
30/10/2020
What the ISO/IEC 27001 doesn’t cover
N/A
ISO 28000:2007 certification
No
CSA STAR certification
Yes
CSA STAR accreditation date
19/06/2020
CSA STAR certification level
Level 2: CSA STAR Attestation
What the CSA STAR doesn’t cover
N/a
PCI certification
No
Cyber essentials
Yes
Cyber essentials plus
Yes
Other security certifications
Yes
Any other security certifications
ISO/IEC 27018:2014 Management system for the protection of PII

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
We have an ISO27001-certified information security management system, which is subject to internal and external audit. We are also certified to Cyber Essentials and Cyber Essentials Plus standards.

Our information security management system and certification is available on request. We have rigorous induction and training methods which ensure policies are followed. Reporting Structure is also available on request.

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
We strictly align our configuration and change management processes, including component life cycle tracking and security impact assessments, according to the ITIL v4 Framework Guidelines.
Vulnerability management type
Supplier-defined controls
Vulnerability management approach
Potential threats are monitored through multiple sources, including external repositories and vendor feeds proactively according to internally defined processes. Assessment of patches, hot fixes updates and associated deployment guidelines are dictated by severity, client requirements and/ or vendor recommendations.
Protective monitoring type
Conforms to a recognised standard, for example CSA CCM v3.0 or SSAE-16 / ISAE 3402
Protective monitoring approach
We use various tools, technologies and techniques in order to identify potential compromises and respond on a case by case basis, based on the nature, complexity and severity. We offer various levels of response times, depending on Service Level Agreements. Further information is available upon request.
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
Our ISO27001 information security management system has an incident management procedure in the event of any information security incident. Incident reporting frequency and format is agreed with the customer on a case by case basis. Users can report incidents via multiple channels including telephone, dashboards and email. We have predefined processes for common events and leverage the guidelines defined by the ITIL v4 Framework.

Secure development

Approach to secure software development best practice
Conforms to a recognised standard, but self-assessed

Public sector networks

Connection to public sector networks
No

Social Value

Fighting climate change

Fighting climate change

Tisski has an Environmental Policy which outlines our commitment to reducing our environmental impact and to continually improving our environmental performance as an integral part of our business strategy and operating methods. Our Net Zero Plan (which outlines our baseline data, targets, the measures we have in place and how we plan to reach net zero by 2030) and our PPN 06/21 Carbon Reduction Plan (in line with UK government requirements for the procurement of major government contracts) are both published on our website at Corporate Social Responsibility and we plan to update our progress annually. Our Environmental Policy outlines the measures Tisski has in place to fight climate change and our plans to reduce emissions from energy, transport and procured goods and services.
In particular:
• Reducing emissions from business travel: Tisski’s workforce can operate fully effectively remotely. We make full use of travel alternatives, including video conferencing and collaborative tools such as Microsoft Teams and Azure DevOps. We actively promote the use of travel alternatives to colleagues, customers and other stakeholders to minimise the need to travel to carry out work on behalf of Tisski. Travel is limited to essential meetings; colleagues will only attend customer premises to carry out work if specifically requested by the customer
• Tisski's office and company cars are all electric; Tisski is piloting an electric vehicle salary sacrifice hire scheme for employees to support them in shifting from fuel engines to electric vehicles
• Tisski's main supplier is Microsoft who have set a target to be 'carbon negative' by 2030
• We purchased 220 tCO2e carbon offset credits in the Darfur Efficient Cook-Stoves Project, Sudan. This covers our emissions (including those scope 3 emissions generated by staff travel and home workers) for 2021 which means Tisski is now a carbon neutral company.
Covid-19 recovery

Covid-19 recovery

Tisski’s senior managers moved quickly as the Covid-19 pandemic took hold in March 2020 to protect our employees and customers. Our Covid-19 Policy states that our business model is based on a 100% mobile enabled workforce that utilises centralised cloud technologies for all our operations, therefore our workforce can operate fully effectively remotely. We make full use of travel alternatives, including video conferencing and collaborative tools such as Microsoft Teams and Azure DevOps. All our employees are on ‘working from home’ contracts and we actively promote the use of travel alternatives to colleagues, customers and other stakeholders to minimise the need to travel to carry out work on behalf of Tisski. Travel is limited to essential meetings; colleagues will only attend customer premises to carry out work if specifically requested by the customer.

We have a Covid-19 Risk Assessment in place for our office and have developed our own booking system which ensures that numbers in attendance are capped so that social distancing between desks can be maintained.
Equal opportunity

Equal opportunity

Tisski is committed to equality, diversity and a culture of inclusion within all areas of its operations and are members of ENEI (Employers Network for Equality and Inclusion). We are committed to promoting equality of opportunity within our business and with customers and other organisations that we work with. We recognise that the strength of the business is built on the understanding of our individual strengths and differences, and we seek to respect these.

We recognise that certain groups and individuals in society are disadvantaged because of discrimination experienced. We seek to ensure that our organisation respects and includes everyone, and that no customer or prospective customer, supplier or prospective supplier, employee, temporary worker or job applicant receives less favourable treatment on the basis of:
• age
• disability and/or medical conditions
• marital status
• race, language, ethnic or national origins
• religious belief
• responsibilities for care of dependants
• sex (including gender reassignment)
• sexual orientation
• trade Union membership and/or political views or affiliations

Tisski request and process personal data from staff for Diversity and Inclusion monitoring purposes. The data collected is used to help our leaders at all levels identify where there may be equality issues within the organisation, who they affect and to help us take action to improve staff experiences and well-being. Any data supplied regarding age, disability status, ethnic origin, gender reassignment, marital or civil partnership status, religion or belief, sex, sexual orientation and carer responsibilities is done so voluntarily, and employees have the option to choose ‘prefer not to say’. Only a small number of HR staff at Tisski have access to individual-level data collected from equality monitoring.

All staff attend mandatory diversity and inclusion training.

Tisski also has an anti-slavery policy, an anti-harassment and bullying policy and a whistleblowing policy.
Wellbeing

Wellbeing

Tisski is committed to providing a healthy working environment and improving the quality of working lives for all staff.

Tisski has a Health and Wellbeing Strategy designed to improve the health, safety and wellbeing of all Tisski staff and to prevent work associated ill health, for the overall benefit of staff and the organisation. This encompasses the physical, mental and social health of employees and recognises that employees’ personal development and work for Tisski contribute to their overall wellbeing at work.
The time individuals spend at work emphasises the importance of promoting health and wellbeing in the workplace. Investing in staff wellbeing can have positive outcomes both for staff and for Tisski.
Tisski has 4 Health and Wellbeing Champions who work as a team to share useful information and signposting to services and organise targeted health campaigns such as step challenges, healthy eating, mindfulness and meditation, good MSK health etc.

Tisski has a workplace culture that prioritises and values mental health. All our line managers are trained in adult mental health, and we also have a team of 8 volunteers who have qualified as Mental Health First Aiders.

Tisski are part of the Thrive at Work wellbeing scheme which focuses on key organisational enablers such as health and safety, manager training etc. in addition to health areas such as mental, musculoskeletal and physical health and promoting healthy lifestyles. Tisski has achieved our Foundation level and are working towards Bronze.

Tisski has a Health & Safety Policy, all staff undertake mandatory training and complete a home worker risk assessment and stress questionnaire.

Pricing

Price
£55,000 an instance
Discount for educational organisations
Yes
Free trial available
No

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 dan.coupland@tisski.com. Tell them what format you need. It will help if you say what assistive technology you use.