MRI SOFTWARE LIMITED

MRI Mobile Officer and Inspector

Online and off-line mobile working solution, enabling housing management and repairs teams to operate at any location. Removing the duplication of work on return to the workplace, key features are made available to work in areas of low or no data connection. Enabling effective delivery of key services.

Features

• Enables offline working capability for key operational tasks.
• Updates housing enterprise with amended data.
• Enables access to your housing enterprise data.
• 360 Property view
• View property and tenancy documents.
• Full tenancy view
• Integrated dashboards displaying key data.
• Create a new customer contact.
• Responsive web application.
• Definable forms to meet your digitised data collection requirements.

Benefits

• Designed by Housing Practitioners: effective, efficient, legislatively compliant
• Delivering value for money, with no hidden costs
• Better customer experience: enables disintermediation
• Prioritises your tasks to ensure efficiency, consistency and compliance
• Comprehensive history of activity and actions
• Reduced workload, management and admin costs
• Minimal training and connected experience across solutions
• Responsible Artificial Intelligence AI tools to improve efficiency, consistency, insight.
• MRI suite of solutions offer a common look and feel
• Answer queries in front of the customer in their home

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

Framework

G-Cloud 15

Service ID

459762816213952

Contact

Claire Brown
020 3861 7100
tenders@mrisoftware.com

About your service

• Service categories:

  Applications

  Production and operations

  Service industry and public sector operations

  • Other
• Multi cloud support: No

Service scope

• Software add-on or extension: No
• Cloud deployment model: Private cloud
• Service constraints: The solution only requires an internet connection and a device that supports the latest browsers. Any planned maintenance will be completed (where possible) outside of core office hours and customers will be notified in advance.
• System requirements:
  • Latest internet browsers
  • Internet connection

User support

• Email or online ticketing support: Yes
• Support response times: Email or online ticketing support Yes Support response times MRI’s Global Client Support group will make every reasonable effort to ensure that submitted cases are assigned the proper level of Severity. Submitted cases will be responded to in the order in which they are received, with consideration given for higher Severity levels. Response Time is the time it takes before a Global Client Support agent makes initial contact with the individual who submitted case. Standard Service: Normal Priority - 6 Hours, Serious Priority - 3 hours, Critical Priority - Live Call Only
• 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: Yes, at extra cost
• Support levels: We include support within our annual fee. Support includes a named Account Manager and a Client Support Helpdesk. The Client Support Helpdesk also serves as the contact for all cloud support requests for trained users. Cases and incidents can be recorded and viewed in the client portal on a 24/7 basis. The Portal provides clients with information on support cases, regardless of whether a call is logged via a phone call or via the portal. We categorize our priority levels as:Normal - An area of core functionality is generating errors but this is not preventing the Client from performing day to day use of the Software. A workaround may be available.Serious - The production system is able to run core processes but other functionality is significantly impaired. Client’s ability to carry out day to day use of the Software is severely impacted. There is no reasonably acceptable workaround.Critical - The production system is significantly impaired with core functionality essentially unavailable. Client’s day to day use of the software is severely impacted. There is no available workaround. Response time targets: Critical Priority-Live call Serious Priority-3 hours Normal Priority-6 hours
• Support available to third parties: No

Onboarding and offboarding

• Getting started: Onboarding (training) is available and follows a train the trainer approach. Our training includes an overview of relevant legislation, walk through the system modules and a 'hands on' session supported by step-by-step user guides. Sessions are delivered in a supportive environment designed to facilitate learning. All applicable documentation will be provided in a pre-agreed format.; Data migration strategies and configurations will be agreed upon as part of the project kick-off, with the right plan set out based upon customer needs, capacity and budget. Throughout the project, our data migration consultant will advise on the mapping of MRI fields to the current sources to ensure the data is loaded accurately. The process will be iterative, and as part of the validation exercise, our consultants will be in regular contact to advise on data cleansing and corrections as necessary.
• Service documentation: Yes
• Documentation formats:
  • HTML
  • PDF
• End-of-contract data extraction: If a customer requires an export of their data they can use the intuitive inbuilt report builder that allows CSV files to be created from any field found within the solution. If a more robust or detailed report is required, this can be requested but will incur a charge depending on the complexity of the report..
• End-of-contract process: If a customer requires an export of their data they can use the intuitive inbuilt report builder that allows CSV files to be created from any field found within the solution. ; ; If Clients are unable to extract their data using data export or standard reports MRI can provide with a copy of your data on exit. ; ; The data will be provided in a predetermined format. If there are requirements which are different from our standard approach, we can discuss these with Clients to draw up an appropriate exit plan.; ; The initial de-commissioning (powering down of client-server images and movement to non-production storage) takes place on the agreed date (e.g. contract end date) with permanent de-commissioning taking place one month after the initial de-commissioning date (backups removed, and server images purged). Any restrictions shall be determined by the contract.
• Documentation accessibility standard: WCAG 2.2 AA

Using the service

• Web browser interface: Yes
• Supported browsers:
  • Microsoft Edge
  • Firefox
  • Chrome
  • Safari
  • Opera
• Application to install: No
• Designed for use on mobile devices: Yes
• Differences between the mobile and desktop service: Our solutions are mobile responsive to render differently depending on the device used to login. The only difference between the desktop and mobile service is the screen size (optimised to ensure everything still fits on the screen in the mobile service).
• Service interface: Yes
• User support accessibility: WCAG 2.2 AA
• Description of service interface: The application user interfaces are designed with untrained users in mind and provide a consistent approach to usability for all. We observe all usability standards and design for ease of use. We are committed to providing a website that is accessible to the widest possible audience, regardless of technology or ability. We strive to meet level AA of the latest World Wide Web Consortium (W3C) Web Content Accessibility Guidelines
• Accessibility standards: WCAG 2.2 AA
• Accessibility testing: We are committed to providing solutions that are accessible to the widest possible audience and in the past have tested our solution with tools such as Windows Narrator and JAWS screen reader.
• API: Yes
• What users can and can't do using the API: There are a number of APIs designed for integration with third party systems. Typically, they are used for data transfer and viewing of data between systems.
• API documentation: Yes
• API documentation formats: PDF
• API sandbox or test environment: No
• Customisation available: Yes
• Description of customisation: As part of the onboarding process customers will work with their dedicated implementation manager to agree upon configuration settings during the delivery of the solution, and gain the appropriate skills to manage going forward.

Scaling

• Independence of resources: We utilise Microsoft Azure's Autoscaling which dynamically allocates resources to match performance requirements. As the volume of work grows, We may need additional resources to maintain the performance levels and satisfy SLAs. Autoscaling uses the elasticity of cloud-hosted environments while easing management overhead. It reduces the need to monitor the performance of a system and make decisions about adding or removing resources. We use Azures Load Balancer that delivers high availability and network performance. It is a Layer 4 (TCP, UDP) load balancer that distributes incoming traffic among healthy instances of services defined in a load-balanced set.

Analytics

• Service usage metrics: No

Resellers

• Supplier type: Not a reseller

Staff security

• Staff security clearance: Other security clearance
• Government security clearance: Developed Vetting (DV)

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: No
• Datacentre security standards: Managed by a third party
• Penetration testing frequency: At least once a year
• Penetration testing approach: NCSC approved service provider
• Protecting data at rest:
  • Encryption of all physical media
  • Other
• Other data at rest protection approach: Our SQL databases are encrypted at rest using transparent data encryption. Physical access control, inline with ISO27001
• Data sanitisation process: Yes
• Equipment disposal approach: A third-party destruction service
• Data sanitisation type: Deleted data can’t be directly accessed / Cryptographic Erasure

Data importing and exporting

• Data export approach: If a customer requires an export of their data they can use the intuitive inbuilt report builder that allows CSV files to be created from any field found within the solution. If a more robust or detailed report is required, this can be requested but will incur a charge depending on the complexity of the report.
• Data export formats:
  • CSV
  • Other
• Other data export formats:
  • PDF
  • HTML
  • .xls
• Data import formats:
  • CSV
  • Other
• Other data import formats: .xls

Data-in-transit protection

• Data protection between buyer and supplier networks:
  • TLS (version 1.2 or above)
  • Other
• Other protection between networks: Our SQL databases are encrypted at rest using transparent data encryption. All connections to Azure SQL databases require encryption via SSL/TLS while data is in transit. This is configured by Microsoft via their Azure platform.
• Data protection within supplier network:
  • TLS (version 1.2 or above)
  • Other
• Other protection within supplier network: All developers and testers test against OWASP top 10 security vulnerabilities. In addition to this, automated web application security testing is carried out during the development, release and life cycle of the product. A full network penetration test against all live sites and firewalls is carried out annually, as well as a full web application assessment penetration test during the development and release of the product.

Availability and resilience

• Guaranteed availability: We use commercially reasonable efforts to ensure availability twenty -four (24) hours a day, seven (7) days a week, except for: (a) planned downtime (of which we provide adequate notice and will schedule to the extent practicable during the weekend hours), or (b) any unavailability caused by circumstances beyond our reasonable control, including without limitation, Force Majeure events or internet service provider failures or delays. We host our solution in a UK-based Tier 3 data centre that is designed to deliver high availability.
• Approach to resilience: Available on request.
• Outage reporting: Our Azure infrastructure ensures the availability of our data and services to a 99.9% uptime SLA and this includes three ready-to-run copies of our Azure infrastructure, two in one location and one in a separate geographical location. Recovery timescale therefore is not applicable as both geographical locations would have to be unavailable for users to notice an outage. Our data exists as multiple redundant copied with the primary set in Dublin. Azure monitoring is delivered by Status Cake uptime alerting which is instantaneous. New Relic error alerting is used for Web Site alerting which is also instantaneous. These layers are in addition to the standard Service alerting in Azure. These services all alert 24/7/365. Any users that are affected by an outage will be emailed in a reasonable time.

Identity and authentication

• User authentication needed: Yes
• User authentication:
  • Multi-Factor Authentication (MFA)
  • Username or password
• Access restrictions in management interfaces and support channels: All users have a unique username and password to ensure only authorised users are accessing the solution. Further restrictions can be put in place including an IP whitelist ensuring only approve IP addresses can access the system.; Multi-factor Authentication and Single Sign On may be configured as required.
• Access restriction testing frequency: At least every 6 months
• Management access authentication:
  • Multi-Factor Authentication (MFA)
  • 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: Between 6 months and 12 months

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: All staff are issued with our security policy when they join and confirm that they understand and will adhere to this. Our security policy is supported by processes and procedures such as our data breach reporting, new starters and leavers procedures. Our software development process incorporate privacy by design with security at the heart of everything that we do. All staff are trained on our security processes when they join and have regular refresher training. Our policies and processes are regularly reviewed by our operations managers and the outputs of these reviews are, in turn, reviewed with senior management. The focus of these reviews are the performance and ongoing applicability of our security quality management system.
• Software Security Code of Practice: Yes

Operational security

• Configuration and change management standard: Supplier-defined controls
• Configuration and change management approach: Implementation is managed according to a pre-defined process. Change log items are identified early in the implementation process. These are assessed for size and impact to determine if the change will be done, won't be done (notwithstanding the customer may disagree) or might be done as an additional cost item. If the change falls outside (or it is not clear) of the existing DPIA for the software then the change will be assessed by the dedicated Data Compliance Manager. Once agreed changes are built, tested and accepted as would be the case for core functionality.
• Vulnerability management type: Supplier-defined controls
• Vulnerability management approach: Regular internal risk assessments, scheduled audit, penetration testing (internal and external) and market best practice bench marking. Subject to QA patch release process, patches are released as soon as available.
• Protective monitoring type: Supplier-defined controls
• Protective monitoring approach: Azure monitoring is delivered by Status Cake uptime alerting which is instantaneous. New Relic error alerting is used for Web Site alerting which is also instantaneous. These layers are in addition to the standard Service alerting in Azure. These services all alert 24/7/365.
• Incident management type: Supplier-defined controls
• Incident management approach: Our support Help Desk includes first, second and third line support based and will acknowledge and respond to your incident within one working day. Should our first line support team not be able to resolve your issue at first point of contact, it will be categorised, prioritised and passed to our second or third line support teams.
• Post-quantum cryptography secure: Yes

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

Pricing

• Discount for educational organisations: No
• Free trial available: No

Discount percentage by annual call-off contract value (excluding VAT)

• Less than £250,000: 0%
• Between £250,000 and £500,000: 0%
• Between £500,001 and £1,000,000: 0%
• Between £1,000,001 and £2,500,000: 0%
• Between £2,500,001 and £5,000,000: 0%
• Over £5,000,001: 0%

Non-mandatory Standards and certifications

• ISO/IEC 27001 certification: Yes
• Who accredited the ISO/IEC 27001: Schellman
• ISO/IEC 27001 accreditation date: Thursday 4 December 2025
• What the ISO/IEC 27001 doesn’t cover: MRI has a number of separate ISO 27001 certifications covering a number of different solutions and hosting environments. However, not all of our solutions are covered by these certifications.
• ISO 28000:2022 certification: No
• ISO 9001 certification: No
• Quality management systems (QMS): Yes
• CSA STAR certification: No
• PCI certification: No
• Cyber essentials: Yes
• Please provide your Cyber Essentials Certificate Number: Ca5535b7-d879-43af-807e-2fd63222a772
• Cyber essentials plus: Yes
• Please provide your Cyber Essentials Plus Certificate Number: 8b90bd0e-99b7-4c8f-a863-e742eecf1be4
• Other security certifications: Yes
• Any other security certifications:
  • SOC 1 Type 2
  • SOC 2 Typw 2

Social value

• Section B - Commitment for Future: Delivery:

  • Mission: Kick start economic growth. To secure the highest sustained growth in the G7 - with good jobs and productivity growth in every part of the country making everyone, not just a few, better off.

    Policy Outcome 1: Fair work: That offers fair wages and good working conditions. Help people get a job, stay in work, and progress in their careers, with good employment opportunities across the country. Notes: Where there is a large proportion of labour costs in the contract, commercial teams should consider MAC in Outcome 1 as a priority

    • New or retained jobs on the contract workforce in the relevant area that meet the criteria set out in MAC 1b, 1c and 1d
    • Providing opportunities for, and measuring and monitoring of, staff workforce conditions over time, including employee engagement, involvement in decision-making and satisfaction and adapting to any changes in the results, with clear processes for acting on issues identified
    • Plans to engage the contract workforce in deciding the most important workplace issues to address
    • Ensuring new workers are informed of their right to join a trade union
    • Monitoring of employee engagement rates (by protected characteristic) and, where necessary, the development of actions to ensure all voices are heard across the diversity of the workforce
    • Employment contracts that reflect actual hours worked; steps taken to ensure employees understand their contracts and have the ability to review and adjust them if actual hours regularly exceed contracted hours
    • Activities that support an environment where staff are educated about, and feel empowered to, address their physical wellbeing
    • Activities that support an environment where staff are educated about and feel empowered to report and address bullying and harassment
    • Activities to cascade good practice on fair working conditions throughout the supply chain
    • Offer a pay and leave entitlement to all eligible staff who become kinship carers, ideally equivalent to statutory adoption pay and leave
    • Payment of more than the National Minimum Wage or National Living Wage (as appropriate) to the contract workforce
    • Monitoring and reporting of gender and ethnicity pay gaps and plans to address them where necessary
    • Entitlement to sick pay for the contract workforce, with provision in place for any staff who do not meet the earnings threshold for statutory sick pay, payment of sick pay from day one of absence and payment of staff on the contract workforce who are off sick a replacement income of 100% of their usual earnings for as long as possible
    • Understanding of in-work progression issues affecting the market, industry or sector relevant to the contract, and in the supplier’s own organisation and those of its key sub-contractors
    • Measures to support in-work progression to help people in the contract workforce, to move into higher paid work by developing new skills relevant to the contract
    • Support for the contract workforce by providing career advice, and providing opportunities for staff working on the contract with in-work progression career development into known skills shortages or high growth areas
    • Understanding of the modern slavery risks and issues affecting the market, industry, sector or country (of origin or of source) relevant to the contract, and the workforce in the supplier’s own organisation and those of its key subcontractors

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