PERMISERV LIMITED

Garden waste permit printing and permit management software

We provide Garden Waste Permit Printing and Permit Management Software for local authorities, taking on the administrative burden so councils can deliver efficient and reliable garden waste collection services to residents. All permits are printed at our factory in London and passed securely to Royal Mail for delivery.

Features

• Online portal provides full visibility and control over your permits
• Order permits via API or spreadsheet upload through our portal
• In-house printing means 98% permits dispatched within 3 days
• We inspect 100% of permits at every stage of production
• Free demonstration and training prior to contract commitment
• Order and track replacement permits through the portal
• Analyse permit usage data and create customised reports
• All data is secured and never shared with third parties
• Free transition support to a chargeable garden waste service
• Custom design team available to tailor permit branding

Benefits

• Reduced adminstrative burden on council refuse teams
• Guarantee every permit is passed securely to Royal Mail
• Track each permit at every stage of production
• Works perfectly with and supports In Cab services
• Automated, digital process reducing resident calls to the council
• Council in complete control, with live feedback, without admin burden
• UV Inkjet, Solvent Inkjet, web-flexo printing available
• Custom access and data views based on user rights
• Digitisation reduces paper usage, carbon footprint and human error
• Automated proofing system on all designs and unlimited design amendments

£1.43 a unit

• Free trial available

Service documents

• Pricing document

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

Framework

G-Cloud 14

Service ID

442707580870218

Contact

John Bayley
020 75829579
mail@permiserv.com

Service scope

• Software add-on or extension: No
• Cloud deployment model:
  • Public cloud
  • Private cloud
  • Community cloud
  • Hybrid cloud
• Service constraints: We have no known user constraints
• System requirements: Standard (JavaScript enabled) web browser

User support

• Email or online ticketing support: Email or online ticketing
• Support response times: We target responses within 1 working day, although 95% of enquiries are addressed within 4 hours.
• 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: No
• Onsite support: Onsite support
• Support levels: All support will provided by dedicated Account Manager during working hours of Monday to Friday, 9-5. We will endeavour to address all support queries within 1 working day, although currently achieve 95% response within 4 hours. your Account Manager will liaise with technical team on your behalf. Support is included within the per permit cost model.
• Support available to third parties: No

Onboarding and offboarding

• Getting started: At the start of the contract the Council are allocated a dedicated Account Manager. The Account Manager will provide all training. This is generally provided online, but can be on site. Standard procedures are documented for reference. There are no limits to training.
• Service documentation: Yes
• Documentation formats:
  • HTML
  • PDF
• End-of-contract data extraction: Our normal retention default is 18 months (to allow 1 Garden Waste Year Cycle + 6 months reference). After that we delete from central SQL table OR provide the facility to encrypt and return to the Council as Data Controller. Councils have access to create custom reports throughout the contract term to extract their own data.
• End-of-contract process: Never any additional costs. At the end of the contract we typically leave the service in place for a few months for reference at the Council's discretion. Then we either delete data or return to the Council.

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: There are no significant difference between accessing the service via desktop or mobile devices as we have built the platform using responsive technology.
• Service interface: Yes
• User support accessibility: None or don’t know
• Description of service interface: Secure (aser authenticated) web access. Web access allows full access to software and services. Full control over permit system
• Accessibility standards: None or don’t know
• Description of accessibility: Users can upload service request spreadsheets, live search existing requests to inspect status, manually create service requests, edit existing requests, cancel/stop existing requests, identify anticipated dispatch dates, inspect real historic dispatch dates, run reports on data (number and types dispatched each month etc), get technical support, monitor live print queues, create routing reports
• Accessibility testing: We are actively working towards full WCAG 2.1 compliancy.
• API: Yes
• What users can and can't do using the API: RESTful API. Options to authenticate via OAuth2, api key and/or IP whitelist. Users can create service requests, and read/search service requets.
• API documentation: Yes
• API documentation formats:
  • HTML
  • ODF
  • PDF
• API sandbox or test environment: Yes
• Customisation available: Yes
• Description of customisation: Additional reports, data import facility is completely customisable to suit each council. Our staff generally assist the council to customise (no cost).

Scaling

• Independence of resources: Our development team monitor resource usage and have a trigger point of 60% utilisation at which point we redeploy a new (larger) server instance using IaaS. While we serve over 100 councils, in server terms, we have inbuilt capacity to manage significantly greater numbers.

Analytics

• Service usage metrics: Yes
• Metrics types: Users can create custom reports to capture nuances data points for their bespoke reporting purposes. Standard reports include: permits dispatched per month, replacement rate.
• Reporting types:
  • Real-time dashboards
  • Reports on request

Resellers

• Supplier type: Not a reseller

Staff security

• Staff security clearance: Conforms to BS7858:2019
• Government security clearance: None

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: ‘IT Health Check’ performed by a Tigerscheme qualified provider or a CREST-approved service provider
• Protecting data at rest: Physical access control, complying with another standard
• 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: Our software provides a really easy to use data export facility. Users *with appropriate privileges* create a search criteria then click export results. That is downloaded to the browser as CSV.
• Data export formats: CSV
• Data import formats:
  • CSV
  • Other
• Other data import formats:
  • XML
  • XLSX
  • XLS

Data-in-transit protection

• Data protection between buyer and supplier networks:
  • TLS (version 1.2 or above)
  • Other
• Other protection between networks: Strict TLS v1.2 for portal AND API.
• Data protection within supplier network:
  • TLS (version 1.2 or above)
  • Other
• Other protection within supplier network: Strict TLS v1.2 for portal AND API.

Availability and resilience

• Guaranteed availability: 99.9% availability guarantee
• Approach to resilience: By using a IaaS service, we can ensure that should the worst happen, we can have a new instance up in under 30 minutes, ensuring minimal disruption of service to our users.
• Outage reporting: Should we face a system outage, all named customer users will be notified via email and provided regular updates on progress as our technical team finds a solution.

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)
  • Username or password
  • Other
• Other user authentication: Username and password, 2FA (Google or Microsoft) OR Azure/Google SSO
• Access restrictions in management interfaces and support channels: Access to management interfaces are IP restricted to select team members who also require username and password authentication as well as Two-Factor Authentication
• 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 contact the support team to get audit information
• How long user audit data is stored for: User-defined
• Access to supplier activity audit information: Users contact the support team to get audit information
• How long supplier audit data is stored for: User-defined
• How long system logs are stored for: At least 12 months

Standards and certifications

• ISO/IEC 27001 certification: Yes
• Who accredited the ISO/IEC 27001: CQS (Certified Quality Systems) Ltd
• ISO/IEC 27001 accreditation date: 13/02/2024
• What the ISO/IEC 27001 doesn’t cover: The scope of the ISO27001 certificate is the same as the service offered on G-Cloud. Everything offered on G-Cloud is within the scope of the 27001 certificate.
• ISO 28000:2007 certification: No
• CSA STAR certification: No
• PCI certification: No
• Cyber essentials: Yes
• Cyber essentials plus: Yes
• 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
• Information security policies and processes: We are ISO 27001 certified to ensure we have the correct policies and policy management at every key stage of our business. Policies are strictly adhered to by all team members.

Operational security

• Configuration and change management standard: Supplier-defined controls
• Configuration and change management approach: Hardware components and infrastructure are managed by the IaaS, We (PermiServ) maintain software & security updates on the server.
• Vulnerability management type: Supplier-defined controls
• Vulnerability management approach: Our secure development policy ensures we do maintain security when developing new features or updating the portals. Server updates are automatically installed as needed, we also perform maintenance updates to the server to ensure all software is up to date. Threats are assessed using a third party tool to check our systems for vulnerabilities, we also consult the CVE database for newly discovered threats against our server software. Patches are deployed as soon as they become available, if a patch is not available, we may take other mitigating steps to prevent the vulnerability from being abused.
• Protective monitoring type: Supplier-defined controls
• Protective monitoring approach: We monitor access to data via in house tools and actively monitoring traffic to identify suspicious behaviour; this is then verified. We follow our data breach policy to ensure we have a record of what may have happened, what we did to correct it and who was alerted. Response times depend entirely on the potential compromise, our security team are available as soon as a potential incident is discovered.
• Incident management type: Supplier-defined controls
• Incident management approach: We follow ISO 27001 and have created policies around the guidance. Users are welcome to report any incident via email or phone to their account representative at any time. We will investigate and provide a response within 24 hours but typically within 2 to 4 hours.

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
  • Tackling economic inequality

  Fighting climate change

  We are committed to achieving Net Zero carbon emissions by 2035, demonstrating our proactive stance in addressing climate change and preserving the environment for future generations. In 2022, we were a Four Star Zero Waste Award Winner, awarded in recognition for our commitment and activities in reducing waste, and implementing reuse and recycling initiatives. This followed a complete overhaul of our cleaning products, materials and stationery supply chain, ensuring that we were using recycled products across our sites. ; ; Our leading position in the industry has been recognised by the organisers of the Awards for Excellence in Recycling and Waste management, where in 2024, we have been asked to join the judging panel for the most prestigious awards in the waste and recycling industry calendar. ; ; We have invested in remote working infrastructure to securely provide access to our systems to offer flexible working arrangements to our staff, enabling them to avoid commutes and work from home. We have a policy preference for video conference calls instead of face-to-face to serve this same end. We operate a recycling policy at all of our sites and integrate low-consumption lighting where practical.

  Tackling economic inequality

  100% of our staff receive at least the Real Living Wage for London. Our HR department oversees the implementation of the Real Living Wage commitment. We maintain detailed records of employee wages, including documentation of payments and adjustments related to the Real Living Wage. Our quarterly SV reporting commitments with other public sector customers includes data on the percentage of staff receiving at least the Real Living Wage. ; ; We recognise that our responsibility extends beyond our direct employees to include the broader ecosystem of partners and suppliers with whom we collaborate. All our supply chain partners will be required to commit to ethical, sustainable standards, including paying the Real Living Wage, Net Zero Carbon by 2050 and a guarantee of no modern slavery within their operations. We have a zero-tolerance policy towards modern slavery and human trafficking in any form within our supply chain. We maintain detailed records of our suppliers' adherence to ethical and sustainable practices, including documentation of their commitments to Net Zero Carbon and modern slavery prevention. This information is included in quarterly SV reporting commitments to many of our customers, providing stakeholders with transparency and accountability regarding our supply chain practices.

Pricing

• Price: £1.43 a unit
• Discount for educational organisations: No
• Free trial available: Yes
• Description of free trial: Customers are provided full software access to test features and functionality of the platform before committing to a contract, however we do not offer any physical printing services as part of the trial.
• Link to free trial: Please contact our team to arrange a free demo of the software.

Service documents

• Pricing document

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