HYLAND UK OPERATIONS LIMITED

OnBase

OnBase is a content services platform that manages your content, processes and cases.

OnBase is point-and-click configurable. No expensive, difficult-to-maintain coding or scripting.

OnBase scales as requirements evolve, so you will never outgrow your OnBase system. Start in one department and grow your solution as needs and requirements change.

Features

• Captures documents and critical information at source, regardless of format
• Automatically organises data and documents with minimal human interaction
• Documents, data and processes managed in single searchable system
• Mobile access makes content available when you need it
• Personalized, intuitive user interface for quick, efficient working
• Enforces your access control lists and provides full audit trail
• Powerful configurable workflow and Esignature capabilities
• Real-time insights into your processes, records and system health
• Variety of integration methods and low code point-and-click configuration
• Securely stores, protects and destroys information in accordance with regulations

Benefits

• Information flows seamlessly throughout your organisation for collaborative efficient working
• Drastically reduces tedious and error-prone manual data entry
• Solves problems of managing content across multiple systems/locations
• Make better decisions, effectively serve constituents/patients/customers and keep processes flowing
• Minimal training needs/costs and productivity benefits from day one
• Collaborate in confidence, without compromising data security
• Routes tasks, supports collaboration and streamlines processes
• Enables you to take action when and where it’s needed
• Easy access to information from preferred applications
• Minimises risk and supports compliance

£1,008.75 to £1,335.00 a unit

• Free trial available

Service documents

• Pricing document

  PDF

• Skills Framework for the Information Age rate card

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

Framework

G-Cloud 14

Service ID

472566616610815

Contact

Stacey Chapman
+121 639 60261
governmentcontracts@hyland.com

Service scope

• Software add-on or extension: No
• Cloud deployment model:
  • Private cloud
  • Hybrid cloud
• Service constraints: The Hyland Cloud has no scheduled down time. CSAs (Customer Security Administrator) are notified via email of scheduled maintenance windows and alerts. Hyland will notify the customer of scheduled maintenance that is expected to impact or potentially impact system availability or functionality, typically at least one week in advance. Hyland will notify the customer of unscheduled maintenance that is expected to impact or potentially impact system availability or functionality, typically at least 24 hours in advance. Additionally, in the event of an availability incident affecting a full data center, Hyland provides ongoing updates and status via a status portal.
• System requirements:
  • Hyland has a comprehensive technical specification document available on request.
  • OnBase runs entirely on commodity server hardware
  • No proprietary servers, databases, or architecture required

User support

• Email or online ticketing support: Email or online ticketing
• Support response times: Support is provided Monday to Friday during standard business hours, and in accordance with the customer service agreement. ; Hyland does not guarantee response times; however, support issues that materially impact production use of the system are addressed immediately. Hyland endeavors to identify a workaround whenever a permanent solution to a software error cannot be provided within a reasonable timeframe. The Technical Support analyst assigned to a support case is empowered to determine its impact on a customer’s implemented product per defined Severity Levels, and to obtain immediate attention to the issue as required.
• 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: 24 hours, 7 days a week
• Web chat support: No
• Onsite support: Yes, at extra cost
• Support levels: Hyland Technical Support offers multiple self-service and assisted support opportunities to assist customers in resolving issues being experienced with their implemented Hyland technology solution.; ; Hyland technical support is standard with subscription to OnBase solution.; ; Within the Hyland Cloud we offer different Service Class levels to meet the business continuity requirements of our hosted customers. With these service classes Hyland commits to high service availability\uptime (i.e. 99.5% to 99.9%). Specific financial remedies are associated with each Service Class.
• Support available to third parties: Yes

Onboarding and offboarding

• Getting started: As a part of implementation, training may be conducted on site. The Hyland team trains your organisation’s designated system administrators, testers, and trainers responsible for educating their user community. The courses cover in depth all of the basic system functions plus your organisation’s specific application and procedures. ; All solution training is meant to augment the training courses attended and certifications received from Hyland Education Services separate from the solution-specific engagement. Hyland offers comprehensive training courses to provide both end-users and system administrators the knowledge that they need to design, install, use and maintain the Hyland solution. Training sessions can be conducted at the customer site, at one of our training facilities, or via Hyland's online classroom; removing the need for students to travel. ; Hyland also has end-user training that customers can host on their own internal network for users. ; In addition, Hyland’s end users have access to web-based training courses at university.hyland.com. This website provides users with the education and knowledge they need, when they need it. Web-based courses are self-paced and provide students with an overview of Hyland solutions. They are meant to build a student’s beginning knowledge of a Hyland solution while developing their comfort with the system.
• Service documentation: Yes
• Documentation formats:
  • HTML
  • PDF
• End-of-contract data extraction: Customer data is stored in the Hyland Cloud in the native format of the specific document. As a result, if a customer chooses to leave the Hyland Cloud, data can be exported to an encrypted hard drive with an index file included so it can be easily imported into another system, if so desired. The Hyland Cloud can provide an export of customer data as a billable service.
• End-of-contract process: Customer data is stored in the Hyland Cloud in the native format of the specific document. As a result, if a customer chooses to leave the Hyland Cloud, data can be exported to an encrypted hard drive with an index file included so it can be easily imported into another system, if so desired. Customer data will be retained for 30 days after the contract ends. After this the data will be deleted permanently.

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: The OnBase Mobile app provides workers easy access to OnBase documents, processes and the ability to capture photos and documents at their convenience, or while they’re on-­the-­go. Organizations can decrease overall processing time and simultaneously increase productivity by always keeping OnBase at decision makers’ fingertips. It also supports Hyland IdP providing a secure login process consistent with other OnBase clients. ; Mobile interfaces are used primarily by users to access Documents, Forms, and Workflow tasks, while the Desktop Clients provides a more feature-rich interface for power users in order to configure the solution.
• Service interface: Yes
• User support accessibility: WCAG 2.1 AA or EN 301 549
• Description of service interface: OnBase provides an interface for point-and-click configuration of all major system components. This interface allows an administrator to accomplish the tasks of defining and administrating major system components. This limits the need for heavy IT involvement when introducing additional functionality into your OnBase solution such as the creation of new document types or capture processes. ; OnBase also provides a designer called OnBase Studio that can be used to create workflows and rapid no-code/low-code applications. OnBase Studio provides a graphical layout as well as point-and-click configuration for designing these workflows and rapid no-code/low-code applications.
• Accessibility standards: None or don’t know
• Description of accessibility: Currently, our technical support services do not meet the accessibility accommodation standards, however, Hyland makes every attempt to assist our customers with their technical needs.
• Accessibility testing: Hyland uses various testing tools as well as the engagement of third-party accessibility testing partners where users test assistive technologies.
• API: Yes
• What users can and can't do using the API: OnBase provides robust API options and functionality through a variety of APIs. Which API is used will depend on your specific integration needs. ; REST API: enable custom solutions to work with content, including the ability to store, query, retrieve and modify documents, including keywords. Additionally, solutions can be designed to retrieve workflow lifecycles, queues and items, and execute non-interactive tasks. ; Unity (SOAP) API: many elements can be obtained, including custom queries, documents, e-forms, envelopes, file cabinets, folders, keyword types, notes, print queues, workflow elements, etc. ; Unity Client Automation API: allows for interaction with OnBase stored content, while making use of the Unity client as the primary user interface. Allows developers to code back-end processing of data functionality and let the Unity Client present the user interface. ; Automation API: offers quick easy way to extend functionality of OnBase Client using VB Scripts, which can perform actions on one or more documents, as well as access other information found within the client. ; OnBase Client API: offers functionality to query for documents, save a document locally in different formats, and archive new documents into the OnBase repository. It provides methods for integrating with workflow and folders and provides some configuration and application-level methods.
• API documentation: Yes
• API documentation formats: Open API (also known as Swagger)
• API sandbox or test environment: No
• Customisation available: Yes
• Description of customisation: Almost every facet of the solution is customisable. OnBase provides multiple interfaces for users to access and interact with OnBase. From within these interfaces, users are able to see parts of the business processes and documents they have access to. Depending on how they access OnBase, users are able to customise different parts of that interface. For example, if using the Unity Client, individual users are able to personalise their Personal Page in order to quickly and easily access the forms and functions they use most often. ; Hyland allows customers to customise portions of the user interface of OnBase to add the customer’s name and business logo (including identifying colors) to the user interface, subject to and in accordance with their signed contract. Customer agrees that the user interface, as so customised, will contain the following notice in a prominent location: “Powered by OnBase©, a Hyland© solution.” The customer further agrees to include on any and all user interfaces, documentation, access pages or portals that use or are associated with the use of the software such copyright notices and restricted rights legends as supplied by Hyland to protect Hyland’s (and Hyland’s suppliers’) intellectual property rights.

Scaling

• Independence of resources: The Hyland Cloud is a private, managed, multi-instance cloud. Each Hyland Cloud customer is provided its own instance of OnBase so each customer has its own database and disk groups. However, the hardware and some servers are shared for the individual Hyland Cloud customers. As a result, there is no co-mingling of data in the cloud. Customers are assigned a unique encryption key that effectively renders the documents unreadable outside of the customer's dedicated instance of OnBase.

Analytics

• Service usage metrics: Yes
• Metrics types: Service metrics are specific to each customer and reports are created for specific use cases.; Cloud customers may request the following reports:; ; Service availability report containing a list of service level availability incidents that have been reported by Customer. The report will reflect each incident’s confirmation or rejection by Hyland.; Technical Support Activity report containing a list of issues that have been reported by Customer. The listing of each issue will reflect the current status (Open, Closed, etc.).; Service Consumption Report containing a detailed accounting of the measurements used to generate the most recent invoice for the Customer’s Hosted Solution.
• Reporting types: Reports on request

Resellers

• Supplier type: Not a reseller

Staff security

• Staff security clearance: Other security clearance
• 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)
• 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 once a year
• Penetration testing approach: Another external penetration testing organisation
• Protecting data at rest:
  • Physical access control, complying with SSAE-16 / ISAE 3402
  • Other
• Other data at rest protection approach: Data encryption-at-rest and in-transit utilize AES 256 bit encryption.
• 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: For ad hoc exports, users can search for documents and save files with a list report (an index file of the supporting information). The user can select where documents and data are exported to. ; Automated exports occur using workflow. Exports can be on a document-by-document basis or queued and performed as a batch process on a schedule. With automated export, documents can be in their native file format or a custom file extension can be used. You can export these files to any location the OnBase system has access to - a desktop, a server, SFTP, etc.
• 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: Hyland offers multiple service classes for the Hyland Cloud that commit to uptime ranging from 99.5% to 99.9% uptime. These are the commitments upon which financial remedies will be provided. Average uptime for the Hyland Cloud is 99.99%.
• Approach to resilience: The Hyland Cloud is highly available and N+1 redundant. Customers are provided multiple copies of data stored in separate physical locations. The Hyland Cloud implements multiple file servers in parallel for high availability and redundancy. Hyland also implements multiple database servers with near real time replication to geographically different locations to ensure that the database data is also Highly Available. Application / Web servers, firewalls, load balancers, file transfer servers are made redundant by load balancing across multiple servers, adding to Hyland's HA tools and offering. Hyland also implements virtual technology to allow servers seemless movement between hosts and even between physical locations.
• Outage reporting: We provide email reports and a public dashboard

Identity and authentication

• User authentication needed: Yes
• User authentication:
  • Identity federation with existing provider (for example Google Apps)
  • Username or password
• Access restrictions in management interfaces and support channels: Each Hyland employee that is granted administrative access to the Hyland Cloud is assigned a separate set of credentials from the Hyland Corporate environment that is specific to the Hyland Cloud environment. Use of this account requires a username, password, and electronic token (multi-factor authentication). This account can NOT be used to access corporate systems, nor can the corporate account be used to access Hyland Cloud systems. This “disparate” access strategy is intended to provide strong authentication as well as limit the risk associated with potential security threats from one environment to the other.
• Access restriction testing frequency: At least once a year
• Management access authentication:
  • Identity federation with existing provider (for example Google Apps)
  • 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: At least 12 months

Standards and certifications

• ISO/IEC 27001 certification: Yes
• Who accredited the ISO/IEC 27001: Ernst & Young
• ISO/IEC 27001 accreditation date: 2023
• What the ISO/IEC 27001 doesn’t cover: N/A – all aspects covered.
• ISO 28000:2007 certification: No
• CSA STAR certification: Yes
• CSA STAR accreditation date: 30 June 2023
• CSA STAR certification level: Level 1: CSA STAR Self-Assessment
• What the CSA STAR doesn’t cover: All aspects covered, available here: https://cloudsecurityalliance.org/star/registry/hyland/services/hyland-cloud
• PCI certification: No
• Cyber essentials: No
• 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: Hyland Cloud policies for information security are embodied in the Hyland Cloud Information Security Policy Suite. Information Security, as defined in the Hyland Cloud IS Policy Suite, is protecting and preserving the confidentiality, integrity, availability and security of information.; Hyland Cloud policies and procedures align with: IEC/ISO 27001:2013, including Annex A controls; guidelines found in NIST (National Institute of Standards and Technology) Special Publications including controls from standards such as SP 800-53, SP 800- 171, SP 800-88, where applicable.; Hyland Cloud performs an annual risk assessment governed by its ISO based policies defining risk management. The Hyland Cloud Governance Risk and Compliance team owns, maintains, and reviews the risk assessment program.

Operational security

• Configuration and change management standard: Supplier-defined controls
• Configuration and change management approach: Hyland follows internal change management procedures when changes are initiated by Hyland, or Customer requests Hyland to make a change on their behalf to existing systems, or when new systems are deployed to the Hyland Cloud.; Generally speaking, change requests are submitted via a change management system and are then evaluated by subject matter experts. Upon approval by such subject matter experts, changes are implemented, documented, and tested. In the event an issue occurs with the approved change, rollback procedures, documented as part of the change request, are performed in order to return the system to its original state.
• Vulnerability management type: Conforms to a recognised standard, for example CSA CCM v3.0 or SSAE-16 / ISAE 3402
• Vulnerability management approach: Our policy guarantees that all Critical and High patches are patched within 90 days. Note that this is the policy; our practice is much more aggressive. Typically, the whole process spans an 8 to 12 day window from the time the patch is received, tested, maintenance scheduled and patches applied to production.
• Protective monitoring type: Conforms to a recognised standard, for example CSA CCM v3.0 or SSAE-16 / ISAE 3402
• Protective monitoring approach: System monitoring is active and alerts are configured to notify appropriate personnel of potential security or availability incidents. Staff is available/on call 24/7 to respond to alerts from these systems. Security incident escalation and notification procedures are documented in Hyland Policy. This mandates all security incidents are to be investigated promptly and thoroughly by qualified team members. Every security incident is treated as a security breach until determined otherwise. Availability and privacy incidents follow a general incident response. If Hyland determines the customer's Hosted Solution has been negatively impacted by a security/availability incident, Hyland delivers a root cause analysis summary.
• 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: Hyland Cloud Platform Engineering maintains documented incident handling and reporting procedures. Incident reports are recorded and tracked to completion within Hyland's ITSM system. Customers may phone or email Hyland Support to report incidents. Notification and root cause is provided when applicable. The Incident response procedures are tested on an annual basis and include multiple levels and categories (i.e. security) within the organization.

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: Yes
• Connected networks: Health and Social Care Network (HSCN)

Social Value

• Social Value:

  Social Value

  • Fighting climate change
  • Covid-19 recovery
  • Tackling economic inequality
  • Equal opportunity
  • Wellbeing

  Fighting climate change

  Hyland continues to evaluate our approach and initiatives relating to Energy and Environmental Sustainability and Stewardship, to determine opportunities for improvement and enhanced policies, systems, measures, and practices.; ; As an organization, Hyland will work in stages to achieve environmental neutrality and show corporate responsibility. From an operations standpoint, several Hyland office locations hold environmental credentials, including LEED GOLD Certification and various Energy Star ratings.; ; Hyland is dedicated to helping our community, and with this dedication, Hyland recognizes that it has a responsibility to the environment beyond legal and regulatory requirements. We are committed to reducing our environmental impact and continually improving our environmental performance as an integral part of our business strategy and operating methods. Whether it's how we build our facilities or dispose of waste, or through the vendors we use, Hyland supports practices that intelligently recycle and reuse materials. Preserving resources and logically reducing waste is critical in all parts of our community, and Hyland is proud to support initiatives that contribute to a clean environment.

  Covid-19 recovery

  The future of work is already here. Employees’ demographics, their expectations from their employer and the tools they need for success are drastically different compared to the standard ways of working before COVID-19.; ; One thing is certain: Maintaining the decades-old status quo of paper-based, manual processes means falling behind the needs of 21st-century employees and the citizens they serve. Digital transformation and modernization are key to empowering your agency/enterprise for continued success in a digital-first world.

  Tackling economic inequality

  Tackling economic equality; ; Hyland understands our corporate responsibility in the community. We are committed and focused on doing all that we can to give back and to help in a way that is both responsible and encouraging.; ; Financial and In-Kind Donations: Since 2005, the Hyland corporate giving program has made financial, software and in-kind donations to nearly 500 nonprofit and educational organizations. Almost half of these contributions were in response to requests made by employees.; ; Charitable Events: Hyland coordinates several annual company-wide charitable giving events, giving employees a variety of ways to get involved; ; Community Engagement: Hyland is privileged by the opportunity to give back to the communities where we live and work. Each year Hyland expands our Community Engagement Program, making a difference through employee engagement, volunteerism and corporate giving.; ; Employee Engagement & Volunteerism: Hyland encourages employees to pursue and devote time to causes that incite their passion. The success of these programs has everything to do with Hyland’s greatest asset – their employees.; ; Financial and In-Kind Donations: When it comes to a worthy cause, Hyland puts its money where its mouth is. Hyland has these programs in place to support individual community interests. The company supports employees at the organizations they support through:; ; Matching Gifts - Match $1 for $1 employee contributions to nonprofits, up to $250 annually.; Dollars-For-Doers - Match $250 for every 24 hours volunteered at a community organization; up to $250 annually.; Leadership Grants - Donations to nonprofits ; ; Supporting Hyland Employees: Employees are family, and we actively engage in their well-being. Hylanders 4 Hylanders is an employee-funded emergency assistance program providing financial relief to colleagues in need.; ; Volunteerism with Options: The Hyland Volunteer Time Off (VTO) program empowers employees to take 12 hours of paid VTO per year to use volunteering at nonprofits.

  Equal opportunity

  It is Hyland’s policy to provide for and promote equal employment opportunities for all, without regard to race, color, religion, gender, national origin, age, physical or mental disability, marital status, sexual orientation, political affiliation, veteran status, or status as a member of any other protected group or activity, in accordance with applicable federal, state and local laws. This policy governs all aspects of personnel actions and employment including recruitment, job selection, job assignment, promotion, compensation, discipline, termination and access to benefits and training. Additionally, it is our policy that employees and applicants shall not be subjected to any form of harassment, intimidation, threats, coercion or discrimination under any circumstances whatsoever.; ; Hyland is committed to equal employment opportunity for all qualified job candidates and employees. No job applicant or employee will be discriminated against because of race, gender, age, disability, national origin, veteran status or any other characteristic protected by applicable law.

  Wellbeing

  We understand that true wellness isn’t one-size-fits-all. That’s why we provide diverse tools and resources that inspire employees to bring their best selves to work every day.; Hyland’s wellness programs consider what it means to truly be well, from a wellness center at headquarters staffed with nurse practitioners, to fitness reimbursements, support groups and friendly competitions to nutrition education, mindfulness resources and access to a mental health professional. And nearly all of these benefits are available remotely to our global workforce.; We understand the significance of financial peace of mind. Retirement planning, legal and financial advisors, and insurance offerings are just a few of the tools Hyland provides to help employees get and stay financially secure.; Hyland’s global workforce is encouraged and equipped to find balance with flexible schedules, team events and celebrations, telework options and even a sabbatical program.

Pricing

• Price: £1,008.75 to £1,335.00 a unit
• Discount for educational organisations: No
• Free trial available: Yes
• Description of free trial: Try Hyland is a unique way to experience Hyland's software through hands-on access to live software. Whether you're a customer or prospective customer, Try Hyland is your way to dive into pre-configured sample solutions and see the value that our tools can bring to your organization.
• Link to free trial: Try.hyland.com

Service documents

• Pricing document

  PDF

• Skills Framework for the Information Age rate card

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