JADU CREATIVE LIMITED

Jadu Connect - Case and Workflow Management

Jadu Connect is a web-based customer experience management solution that helps you deliver a digital customer service platform through real-time collaborative case management. It enables business users to own and manage digital service delivery.

Features

• Web timeline view of a customer's case
• Real-time messaging and case updates
• Single view of a customer record and history
• Customer cases created from forms on your website
• Non-technical workflow, rules and notifications configuration
• Set up time-based rules and SLAs for customer service automation
• Mobile, device friendly and AA accessible interface for all users
• Robust and configurable access model
• MI reporting
• API-first service for easy integration

Benefits

• No programming required: no-code service workflow design
• Business users own and manage configuration and rules
• Build and update services faster using a simple UI
• Promotes channel shift and customer self-service
• Manage cases on any device at any time
• Automate manual processes
• Focus your agents' time on higher value activities
• Highly secure hosting
• Improve customer satisfaction through better communication and updating
• Support for online and offline processes

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

Framework

G-Cloud 15

Service ID

469318958100697

Contact

David Eaton
0116 222 7241
sales@jadu.co.uk

About your service

• Service categories:

  Applications

  Customer relationship management

  • Customer service
  • Contact centre
• Multi cloud support: No

Service scope

• Software add-on or extension: No
• Cloud deployment model:
  • Public cloud
  • Private cloud
  • Hybrid cloud
• Service constraints: No
• System requirements: A modern web browser is required to access the service

User support

• Email or online ticketing support: Yes
• Support response times: Response and resolution times depend on the nature and severity of the issue reported. Our first response to tickets typically ranges from under 1 hour and within 3 hours, depending on the nature and priority. On-call engineers monitor for service availability / P1 style issues 24/7/365. Our wider service levels for the response and resolution of issues are contained within our Service Support SLA document.
• User can manage status and priority of support tickets: Yes
• Online ticketing support accessibility: WCAG 2.2 AA
• Phone support: Yes
• Phone support availability: 9 to 5 (UK time), Monday to Friday
• Web chat support: Yes
• Web chat support availability: 9 to 5 (UK time), Monday to Friday
• Web chat support accessibility standard: WCAG 2.2 AA
• Web chat accessibility testing: Our modern interfaces are developed using the Pulsar user interface framework are tested using desktop screenreader software, and our text editor supports a variety of screenreaders including JAWS, VoiceOver, NonVisual Desktop Access (NVDA) and ChromeVox. Additional testing has been undertaken to confirm that animated backgrounds in the software do not trigger seizure in individuals with Photosensitive epilepsy.
• Onsite support: Yes, at extra cost
• Support levels: We provide a level of support which is built into the monthly subscription cost. This provides an online help desk and ticketing system available 24/7 with telephone support during business hours (8am-6pm, Monday to Friday, except English Bank Holidays). On-call engineers will respond to critical availability issues outside of standard business operating hours. Our support SLA is included in the terms of service document. Our help desk is staffed with dedicated support engineers, with Operations engineers and other technical experts becoming involved to resolve support issues as necessary. Every customer has a dedicated Customer Support Analyst. An enhanced level of support (including out of hours deployments and some professional services) is available for an additional monthly premium. See lot 3 for further details.
• Support available to third parties: Yes
• AI chatbot: No

Onboarding and offboarding

• Getting started: We provide certified training for administrators, consisting of both Foundation Training (Online), and Practitioner Training (Webinar). We can optionally lead with the build of the first digital service at a cost. Additionally there is an online implementation guide and online user manuals for administrators and customer service agents. Customer service agents are also able to access a dedicated online Jadu Connect Advisor Training course.
• Service documentation: Yes
• Documentation formats: HTML
• End-of-contract data extraction: Tools are provided to export data from within the application. Case data can be exported in CSV format or webhooks utilised to send JSON data to an endpoint. Any other form data not accessible via the export tools provided in the application can be exported via database export on request.
• End-of-contract process: On contract expiry, your platform becomes unavailable and all public-facing forms are taken offline. No further usage or subscription charges will apply. You will have access to your platform for export purposes only, for 30 days post contract expiry. After the 30 day period all content and data will be deleted permanently. ; Should you require data migration assistance, Jadu is happy to provide professional services. An exit plan and quote will be provided on request.
• Documentation accessibility standard: None or don’t know
• How the documentation is accessible: We provide documentation in accessible formats such as ODT, accessible PDFs or HTML where possible.

Using the service

• Web browser interface: Yes
• Supported browsers:
  • Microsoft Edge
  • Firefox
  • Chrome
  • Safari
• Application to install: No
• Designed for use on mobile devices: Yes
• Differences between the mobile and desktop service: The platform uses responsive web design to allow the same interfaces to adapt and be displayed on devices of different dimensions. This means that both desktop and mobile users can access the same features in the same place, giving a consistent experience across all a user's devices.
• Service interface: Yes
• User support accessibility: WCAG 2.2 AA
• Description of service interface: Our modern interfaces are developed using the Pulsar user interface framework. The platform uses responsive web design to allow the same interfaces to adapt and be displayed on devices of different dimensions. This means that both desktop and mobile users can access the same features in the same place, giving a consistent experience across all a user's devices.
• Accessibility standards: WCAG 2.2 AA
• Accessibility testing: Our modern interfaces are developed using the Pulsar user interface framework and tested using desktop screenreader software. Our text editor supports a variety of screenreaders including JAWS, VoiceOver, NonVisual Desktop Access (NVDA) and ChromeVox. Additional testing has been undertaken to confirm that animated backgrounds in the software do not trigger seizure in individuals with Photosensitive epilepsy.
• API: Yes
• What users can and can't do using the API: The Jadu Connect Service API provides users with the ability to create and update service requests (cases), progress cases through the workflow, redact case data and register and retrieve contact details. The RESTful API allows both read and write of application data to users with an authorised API key, Allowed operations can be restricted on a per API key basis.
• API documentation: Yes
• API documentation formats: HTML
• API sandbox or test environment: No
• Customisation available: Yes
• Description of customisation: A broad range of settings can be adjusted from within the application user interfaces. Branding options allow customers to upload their own logos and set a system-wide colour scheme.

Scaling

• Independence of resources: Monitoring tools are used to measure usage of the application and where necessary additional resources can be added.

Analytics

• Service usage metrics: Yes
• Metrics types: Monthly and daily reports for number of cases by case type for a user defined date range. Users can export all case data to csv to build reports not currently available in the reporting dashboard. A public dashboard of service status is available at cxm.statuspage.io.
• Reporting types: Real-time dashboards
• Resource tagging: Yes
• FOCUS resource tagging: No

Resellers

• Supplier type: Not a reseller

Staff security

• Staff security clearance: Conforms to BS7858:2019
• 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)
• User control over data storage and processing locations: No
• Datacentre security standards: Managed by a third party
• Penetration testing frequency: At least every 6 months
• Penetration testing approach: In-house
• Protecting data at rest: Other
• Other data at rest protection approach: The hosting infrastructure and any associated storage / backups upon which the platform is implemented are encrypted. Sensitive data is also encrypted by the Platform as it is written to the database: - Any data submitted by a member of the public, including their personal details, form submissions, form attachments uploaded, case data (where the given case field is configured as 'sensitive') - The personal details of internal users of the system - IP addresses - API access credentials Any passwords are stored as hashes created using adaptive, one-way password hashing.
• Data sanitisation process: Yes
• Equipment disposal approach: Complying with a recognised standard, for example CSA CCM v4.0, CAS (Sanitisation) or ISO/IEC 27001
• Data sanitisation type: Explicit overwriting of storage before reallocation / Secure Erase

Data importing and exporting

• Data export approach: Through the service application interface
• Data export formats:
  • CSV
  • Other
• Other data export formats: Case workflows can be exported in JSON format
• Data import formats:
  • CSV
  • Other
• Other data import formats: Case workflows can be imported in JSON format

Data-in-transit protection

• Data protection between buyer and supplier networks:
  • TLS (version 1.2 or above)
  • Legacy SSL and TLS (under version 1.2)
  • Other
• Other protection between networks: Traffic between various network tiers is restricted with the use of physical and local software firewall. Additionally where applicable TLS encryption (Version 1.2 or above) is utilised. Data exchange within various internal networks may use combination of IPSec VPNs, SSH, TLS or Encrypted RDP protocols.
• Data protection within supplier network:
  • TLS (version 1.2 or above)
  • IPsec or TLS VPN gateway
  • Other
• Other protection within supplier network: Traffic between various network tiers is restricted with the use of physical and local software firewall. Additionally where applicable TLS encryption (Version 1.2 or above) is utilised. Data exchange within various internal networks may use combination of IPSec VPNs, SSH, TLS or Encrypted RDP protocols.

Availability and resilience

• Guaranteed availability: Our service availability target is 99.9% (as measured over the subscription period) excluding planned maintenance. Our SLA is contained within our terms of service.
• Approach to resilience: The network is resilient. Further information is available on request.
• Outage reporting: We use a set of monitoring solutions which notify our teams of any outages using a selection of dashboards, email alerts, Slack notifications and SMS messages. We maintain a public dashboard of service status at cxm.statuspage.io.

Identity and authentication

• User authentication needed: Yes
• User authentication:
  • Multi-Factor Authentication (MFA)
  • Identity federation with existing provider (for example Google Apps)
  • Username or password
• Access restrictions in management interfaces and support channels: Management interfaces are restricted based on the role or specific permissions assigned to a given user account.; Support channels are restricted to named users for whom a username is created and provided.
• Access restriction testing frequency: At least every 6 months
• Management access authentication:
  • Multi-Factor Authentication (MFA)
  • Dedicated link (for example VPN)
  • 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: Users contact the support team to get audit information
• How long supplier audit data is stored for: At least 12 months
• How long system logs are stored for: At least 12 months

Security governance

• Named board-level person responsible for service security: Yes
• Security governance certified: Yes
• Security governance standards:
  • ISO/IEC 27001
  • Other
• Other security governance standards: ISO 9001:2015
• Information security policies and processes: Jadu has a Security Council, within which sits Jadu's CTO and SVP Legal & Commercial who are both executive directors and responsible parties on relevant matters of security to their own areas. Jadu’s security governance framework has been designed in accordance with ISO 27001. Full details are broken down and contained in Jadu’s ISO 27001 Operating Manual and Information Security Policy, both available by request. Jadu staff will follow the processes as detailed in our "Incident Management Policy" and "Incident Management Procedure" documents for any security incidents. The security council will review any such incidents and conformances at their quarterly review meeting.
• Software Security Code of Practice: Yes

Operational security

• Configuration and change management standard: Supplier-defined controls
• Configuration and change management approach: All configuration changes must be submitted to a review process. An audit trail of configuration changes is retained. Configuration changes are applied by an automated, tested process, never manually to eliminate human error.
• Vulnerability management type: Supplier-defined controls
• Vulnerability management approach: Continuous scanning of all Jadu managed infrastructure is in place via AWS Security Hub and AWS Control Tower. AWS Security Hub cloud security posture management (CSPM) service performs security best practice checks, aggregates alerts, and enables automated remediation. Control Tower monitors that all accounts align with established, company-wide compliance policies. Jadu's operations team are subscribed to Common Vulnerabilities and Exposures (CVE) reports via www.cve.org. Monthly patching cycles operate for hosted customer infrastructure, staggered by one week to allow testing prior to application to PROD. Critical / zero-day vulnerabilities will receive expedited rollout usually within 24-48 hours to all hosting infrastructure.
• Protective monitoring type: Supplier-defined controls
• Protective monitoring approach: Jadu uses multiple internal and external monitoring systems to monitor server health in real time. A web application firewall protects from various web attacks. Continuous scanning of all managed infrastructure is in place via AWS Security Hub and AWS Control Tower. Jadu's operations team are also subscribed to Common Vulnerabilities and Exposures (CVE) reports via www.cve.org. Critical / zero-day vulnerabilities will receive expedited rollout usually within 24-48 hours, in addition to monthly patching.
• Incident management type: Supplier-defined controls
• Incident management approach: Jadu processes are detailed in our Incident Management Policy and Procedure documents. Incidents may be reported via portal, telephone, or raised by our service desk on customers’ behalf. Jadu will analyse the incident, gathering information (from log files, investigations etc). Senior management are notified and the incident is escalated according to defined procedures. Timelines are captured of discussions, investigations, and actions. Incident reports are compiled and shared with the customer with further actions and any long term resolutions possible to prevent recurrence. All incidents are reviewed by our security council quarterly. This process is subject to external audit via ISO27001.
• Post-quantum cryptography secure: Yes

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 v4.0)

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: Citation ISO Certification Limited
• ISO/IEC 27001 accreditation date: Monday 7 November 2016
• What the ISO/IEC 27001 doesn’t cover: N/A
• ISO 28000:2022 certification: No
• ISO 9001 certification: Yes
• Who accredited the ISO 9001 certification: CQS (Certified Quality Systems) Limited
• ISO 9001 accreditation date: Wednesday 19 January 2005
• What the ISO 9001 doesn’t cover: N/A
• Quality management systems (QMS): Yes
• CSA STAR certification: No
• PCI certification: No
• Cyber essentials: Yes
• Please provide your Cyber Essentials Certificate Number: 22e9f158-a3ef-43de-b58d-747beacfa9c8
• Cyber essentials plus: No
• Cyber Essentials Alternative: In relation to the services you do not have a current and valid Cyber Essentials Plus certificate which has been awarded by one of the government approved Cyber Essentials accreditation bodies but you are working towards gaining it, and will be in a position to confirm that you have been awarded a current and valid Cyber Essentials Plus certificate by one of the government approved accreditation bodies within 12 months of the date of award.
• Other security certifications: No

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

    • 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
    • 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
    • Payment of more than the National Minimum Wage or National Living Wage (as appropriate) to the contract workforce
    • 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 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
    • Outline policies and practices to be applied to or put in place for the contract to mitigate and manage modern slavery risks, including: Pre-employment checks, recruitment practices. Workplace conditions, safeguarding plans and processes in place and regular monitoring with relevant groups considered, which may include sampling

  • Mission: Make Britain a clean energy superpower: To cut bills, create jobs and deliver security with cheaper, zero-carbon electricity by 2030, accelerating to net zero

    Policy Outcome 4: Sustainable procurement practices: Reducing carbon footprints, minimising waste, and promoting the use of clean energy and green technologies.

    • Understanding of opportunities for additional environmental benefits delivery in the performance of the contract, including working towards net zero carbon emissions and use of clean energy and green technologies
    • Delivery of additional environmental benefits through the performance of the contract, including working towards net zero carbon emissions and use of clean energy and green technologies

  • Mission: Break down barriers to opportunity: By reforming our childcare and education systems, to make sure there is no class ceiling on the ambitions of young people in Britain

    Policy Outcome 6: Employment and training: For those who face barriers to employment

    • Understanding of the issues affecting the representation of disabled people in the workforce in the market, industry or sector relevant to the contract, and in the supplier’s own organisation and those of its key sub-contractors
    • Inclusive and accessible recruitment practices, and retention-focused activities, including those provided in the Guide for line managers on recruiting, managing and developing people with a disability or health condition
    • Working conditions which promote an inclusive working environment and promote retention and progression
    • Understanding of the issues affecting inequality in employment, skills and pay in 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 tackle inequality in employment, skills and pay in the contract workforce
    • Inclusive and accessible development practices, including guidance for line managers on recruiting, managing and developing people with a disability or health condition

  • Mission: Build an NHS fit for the future: That is there when people need it; with fewer lives lost to the biggest killers; in a fairer Britain, where everyone lives well for longer.

    Policy Outcome 8: Increasing productivity through physical and mental wellbeing: In the supply chain and communities in the relevant area.

    • Understanding of issues relating to health and wellbeing, including physical and mental health, in the contract workforce
    • Understanding barriers to access to health and social care services or employment opportunities e.g. digital inclusion
    • Inclusive and accessible recruitment practices, development practices and retention policies that support-focused activities including those provided in the Guide for line managers on recruiting, managing and developing which support people with a disability or health condition

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