Iken Business Limited

Iken Cloud Case Management

A configurable, scalable central platform supporting public sector professionals to manage complex and diverse workloads. Combining document and email management with integrated workflow and reporting technology ensures that key information is available on demand, allowing teams to collaborate on work whilst responding to increasing customer demands.

Features

• Integration with both Microsoft Office 365 and Google Workspace
• Document and email management with automatic indexing
• Integrated workflow
• Intelligent reporting and analytics
• Comprehensive search facility
• Diary and task management
• Integrated document template production and management
• Document previewing pane for quick, effective browsing through multiple documents
• Integrated real-time and retrospective time recording

Benefits

• Effectively manage case access to protect sensitive data
• Ease of access to knowledge and information
• Supports and promotes secure, collaborative and remote working
• Intuitive, accessible user interface
• Save time through automating routine tasks
• Reduce infrastructure costs; improve visibility of true cost of ownership
• Work productively from anywhere with an internet connection
• Management overview of workload, priorities and risk
• Continually benefit from regular and automatic feature updates

£54 to £93 a user a month

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 swanless@iken.co.uk. Tell them what format you need. It will help if you say what assistive technology you use.

Framework

G-Cloud 13

Service ID

465843078644661

Contact

Stephen Wanless
0117 373 0790
swanless@iken.co.uk

Service scope

• Software add-on or extension: No
• Cloud deployment model: Public cloud
• Service constraints: N/A
• System requirements:
  • For Microsoft Office 365 users, a plan that includes:
  • Exchange online
  • SharePoint online
  • The online (web app) versions of Outlook, Word and Excel
  • For Google Workspace users:
  • A Google Workspace plan
  • Further details available in the Service Description

User support

• Email or online ticketing support: Email or online ticketing
• Support response times: Our SLAs are described below.
• User can manage status and priority of support tickets: Yes
• Online ticketing support accessibility: WCAG 2.1 AA or EN 301 549
• 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: WCAG 2.1 AA or EN 301 549
• Web chat accessibility testing: N/A
• Onsite support: Yes, at extra cost
• Support levels: For technical incidents, the maximum time we'll take to provide a response is 1 business hour in 98% of CRITICAL cases, 3 business hours in 98% of URGENT cases and 24 business hours in 95% of STANDARD cases.; ; The cost of the support service is included in the subscription fee.; ; Support is provided and managed by our dedicated support helpdesk.
• Support available to third parties: Yes

Onboarding and offboarding

• Getting started: All users would receive user training and on-boarding support. This would consist of a day of interactive online training on the Iken system with a remote trainer, followed by personalised 1:1 support from a remote Iken trainer during the first few days of system go live.
• Service documentation: Yes
• Documentation formats:
  • PDF
  • Other
• Other documentation formats:
  • Word
  • Excel
• End-of-contract data extraction: The users' documents reside in their own SharePoint Online/Google environment, so will not require extraction from the application. The users' metadata within their hosted database will be extracted and provided to them in a standard data format (e.g. CSV).
• End-of-contract process: The first step in the offboarding process is an agreed timescale between Iken Business Ltd and the client to initiate and complete the associated activities. This includes extracting the client’s data and shutting down their database once the client is in a position to cease their use of the service.

Using the service

• Web browser interface: Yes
• Supported browsers:
  • Microsoft Edge
  • Chrome
• Application to install: No
• Designed for use on mobile devices: Yes
• Differences between the mobile and desktop service: In terms of functionality - none. The display may look different due to the responsive nature of the layout and the differing screen sizes and resolutions.
• Service interface: Yes
• User support accessibility: WCAG 2.1 AA or EN 301 549
• Description of service interface: Web-based portal
• Accessibility standards: WCAG 2.1 AA or EN 301 549
• Accessibility testing: We carry out regular accessibility testing as part of the ongoing development process for the product. In addition, we also use an external body to carry out an accessibility audit of the product to ensure that the application meets the requisite AA standards.
• API: Yes
• What users can and can't do using the API: Iken Cloud has a public facing RESTful API allowing approved clients or third parties to build an integration with Iken Cloud. The enables access to a range of API calls to allow integration with Iken Cloud functionality to read and write data.
• API documentation: Yes
• API documentation formats: Open API (also known as Swagger)
• API sandbox or test environment: Yes
• Customisation available: Yes
• Description of customisation: The service can be configured or customised in various ways to suit the organisation's practices, including data categories and document templates.

Scaling

• Independence of resources: The application is hosted in a PaaS environment that utilises auto-scaling and high availability capability. The environment is proactively monitored 24x7x365 with a team of engineers ready to react to any issue and, if required, increase platform resources to optimise performance.

Analytics

• Service usage metrics: Yes
• Metrics types: Through the reporting suite, super-user reports can show real-time and historic usage of the platform, including by user, case, time recording.
• 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
  • European Economic Area (EEA)
• 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
  • Other
• Other data at rest protection approach: Data within Iken Cloud is encrypted at disk level automatically.
• 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: Data can be exported from multiple parts of the platform via csv or spreadsheet formats, including from the reporting suite and matter listings sections, using simple on screen controls. For more complex data exports, we will assist users in exporting their data should they have a requirement to do this.
• Data export formats: CSV
• Data import formats: CSV

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: 99.5% during normal business hours, except for planned maintenance with an agreed period of advance notice and/or emergency maintenance. Planned and unscheduled maintenance will, however, be carried out outside of business hours wherever possible.
• Approach to resilience: We have an application gateway to load balance between multiple back end servers and provide a highly available platform. All new releases follow our testing policies prior to deployment.
• Outage reporting: Via the Iken support desk portal

Identity and authentication

• User authentication needed: Yes
• User authentication:
  • 2-factor authentication
  • Username or password
• Access restrictions in management interfaces and support channels: There is an internal configurable system of roles, which are assigned to users, and tasks, which are assigned to roles that describe what each role can do. Depending on the configuration, the interface dynamically grants access to management interfaces, etc.
• 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: Users contact the support team to get audit information
• How long user audit data is stored for: At least 12 months
• Access to supplier activity audit information: No audit information available
• 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: Accredited by UCAS/Certified by SNR
• ISO/IEC 27001 accreditation date: 29/03/2020
• What the ISO/IEC 27001 doesn’t cover: All aspects of the service provided, and our company's business activities, are covered by our certification.
• 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: Yes
• Security governance standards: ISO/IEC 27001
• Information security policies and processes: Comply with ISO27001:2013, certified in Cyber Essentials and conduct all business operations in line with our information security management system.

Operational security

• Configuration and change management standard: Supplier-defined controls
• Configuration and change management approach: We follow the configuration and change management processes set out in our ISO27001 certified information security management system. In line with ISO27001, the Change Control Board, which includes the major stakeholders including technical, development, support staff and customer account management, helps to evaluate the security implication and additional risk and impact of any changes requested. Additionally, all development changes follow a defined release management process ensuring testing and acceptance criteria are met before promotion through environments from development to production. All releases undergo internal security testing against OWASP Top 10 vulnerabilities.
• Vulnerability management type: Supplier-defined controls
• Vulnerability management approach: We follow the vulnerability management processes set out in our ISO27001 certified information security management system. Penetration Tests are performed annually or whenever significant software or infrastructure changes are completed, and Azure Security Center is used to live monitor the service. Any remedial action is prioritised and expedited. Patching is performed in line with vendor recommendation and best practice.
• Protective monitoring type: Supplier-defined controls
• Protective monitoring approach: We follow the protective monitoring processes set out in our ISO27001 certified information security management system. The environment is actively monitored and logging enabled to identify any potential compromise. This would be treated as a high severity incident and would receive immediate attention. On discovery, the incident would go through our Incident Management Process and would be reported through to the Information Security Management Forum, which oversees security issues, for review and potential further action.
• Incident management type: Supplier-defined controls
• Incident management approach: We follow the incident management processes set out in our ISO27001 certified information security management system. This Incident Management process follows ITIL best practice, to ensure incidents are identified, prioritised and receive expert diagnosis to facilitate resolution though to recovery and closure. The process is managed by our service desk who will help coordinate activity and communication with customers. Customers can view incident progress on the service portal, and in the event of a major incident, MIRs will be shared if requested.

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

• Fighting climate change:

  Fighting climate change

  Iken Business is committed to reducing its carbon footprint, minimising any negative impact on the environment and in making ethical and responsible choices in our supply chain. We do this by:; ; • Making the cycle to work scheme available to all employees; • Management approval required for on-site service delivery to clients, reducing our carbon footprint by avoiding non-essential travel and unnecessary mileage throughout the UK; • Recycling/donating furniture, stationery, cardboard, glass, plastic, mobile phones; • Using local suppliers where possible including IT services, professional services such as accounting and lawyers, specialist contractors and advisors; • Car sharing when travelling for business; • The use of motion-detected light fittings in our offices; • Commissioning and decommissioning datacentre resources on demand, reducing the energy resources we would use by keeping them online but dormant
• Covid-19 recovery:

  Covid-19 recovery

  As an SME, Iken Business supports enterprises, suppliers and communities making a positive impact on the ongoing Covid-19 recovery measures by:; ; • Providing secure and accessible software so that our users can deliver front-line work from wherever they are; • Paying suppliers promptly and raising queries quickly; • Supporting local businesses in our supply chain; • Providing online training and support – allowing sessions to be recorded for future use and to ensure that those who need to work flexibly can access the same materials as their colleagues; • Supporting local schools and helping young people into jobs through our partnership with Bristol WORKS; • Fundraising for our charity of the year: Julian House is our 2022/23 designated charity; • Providing corporate sponsorship and pro bono advice to public sector membership organisations – Lawyers in Local Government (LLG) where we sponsor and judge the Junior Lawyer of the Year category; and the PPMA (Public Services People Managers Association) championing their services and support all around the UK
• Tackling economic inequality:

  Tackling economic inequality

  Iken Business is a diverse, ethical and inclusive organisation. We created our software to empower public sector users to be effective, responsive and more able to support citizens in need. We do this by:; ; • Partnering locally with Bristol WORKS to build a programme of outreach work and placement opportunities for schools in disadvantaged areas; • Paying our employees at least the London Living Wage; • Making the maximum employer contribution to our designated pension plan; • Developing our apprentices into employees with career plans; • Providing professional training opportunities for our employees; • Working with small local businesses in our supply chain; • Paying suppliers promptly and raising queries quickly; • Encouraging applications from diverse backgrounds and through non-standard routes; • Holding initial interviews by telephone or online to minimise candidate costs; • Fundraising for our charity of the year
• Equal opportunity:

  Equal opportunity

  Equal opportunities have been at the heart of Iken Business since its formation in 1992. We work hard to improve the diversity of our organisation and to balance our supply chain between large corporations such as Microsoft and Amazon and local ethical businesses. We do this by:; ; • Fair and transparent recruitment practices, pushing recruiters/suppliers for more diversity when supplying us with candidates/services and by providing meaningful feedback to unsuccessful candidates; • Encouraging role changes and skills transfers across the whole business; • Opportunities to work on diverse cross-team projects ; • Actively promoting accessibility in our website and promotional materials; • Creating software with accessibility built in by design; • Championing apprentices in a variety of roles; • Creating a framework for progression for all employees; • Encouraging self-learning and development; • Transparency and openness in communications and contracts; • Encouraging applications from non-traditional routes especially for those at the start of their career or those returning to work after a career gap
• Wellbeing:

  Wellbeing

  Our employees make Iken Business the organisation it is. We have been Investors in People Gold certified since 2012 and put our people at the heart of everything we do. We achieve this by:; ; • Ensuring the entire workforce can work in the office, remotely, or both ; • Annually reviewing our benefits package and working practices to see where we can improve; • Consulting with team leaders and employees before changes are implemented; • Creating financial security by paying everyone at least the London Living Wage and making the maximum employer contribution to our designated pension plan; • Open and transparent communications, keeping all employees informed and updated regularly; • Creating opportunities for learning and development; • Providing an environment of psychological safety to encourage critical thinking, incremental improvements and continuous innovation; • Providing opportunities for social interaction and a sense of shared community; • Celebrating achievements and milestones

Pricing

• Price: £54 to £93 a user a month
• Discount for educational organisations: No
• Free trial available: No

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 swanless@iken.co.uk. Tell them what format you need. It will help if you say what assistive technology you use.