Synectics Solutions Ltd

SIRA

SIRA is a fully hosted fraud prevention solution offering the ability to leverage multi-sector adverse data to help reduce loss ratios and enhance the positive customer journey. SIRA features sophisticated workflow management, machine learning algorithms and a highly configurable rules based decision engine.

Features

• Full application and Transaction Lifecycle Protection
• Sophisticated Workflow, Referral Prioritisation and Case Management functionality
• Single point of referral offering a consolidated view of risk
• Compatible with multiple industry data sources and syndicate sharing
• Highly configurable rules based strategy and decision engine
• Ability to utilise predictive analytics to enhance the prevention strategy
• Machine learning algorithims embeded to help reduce false positives
• Data mining functionality for management information
• Compatible with Orion, & Synectics Fraud Network Visualisation System

Benefits

• Prevent and detect fraud, error, debt and financial crime
• Reduce false positives and operational overheads
• Streamline your business processes and reduce operating costs
• Benchmark organisation's risk profile against multiple sectors
• Enhanced efficiencies and improved user experience
• Reduce time to identify and approve good customers
• Reduced losses and mitigate the risk of reputational damage
• Fully customisable to support all of your organisation needs
• Consolidation of cross-sector data sources to reduce operating costs

£10,000 to £750,000 a licence a year

• Free trial available

Service documents

• Pricing document

  PDF

• Service definition document

  PDF

• Terms and conditions

  PDF

Request an accessible format

If you use assistive technology (such as a screen reader) and need versions of these documents in a more accessible format, email the supplier at publicsectorservices@synectics-solutions.com. Tell them what format you need. It will help if you say what assistive technology you use.

Framework

G-Cloud 14

Service ID

482142721389727

Contact

Louise Williams
01782 664000
publicsectorservices@synectics-solutions.com

Service scope

• Software add-on or extension: No
• Cloud deployment model: Private cloud
• Service constraints: No
• System requirements:
  • Have access to PC
  • Web access IE9 and above e.g.Chrome or Firefox
  • Data feed from the user to conform to Schema provided.

User support

• Email or online ticketing support: No
• Phone support: Yes
• Phone support availability: 24 hours, 7 days a week
• Web chat support: No
• Onsite support: Yes, at extra cost
• Support levels: We provide support for 12 hours a day (24 hours can be accommodated at an extra cost). The SIRA application will be available 24 hours a day, 7 days a week including Bank Holidays. We have two business support options available: Telephone & Email. We have a Business Operations team which consist of two parts: ; ; - Application Support Team (Incident Management) who will provide effective management of the day-to-day servicing of the account, ensuring that both operational monitoring, issue tracking and resolution are accurate and responsive. This team is supported by a 2nd line support channel and also work to develop and refine the solution on an ongoing basis. ; - Problem Management Team who investigate issues and problems and work to reduce the risk of incidents occurring again. ; ; Application Support/Service Desk hours are 07:00-19:00 GMT Monday - Friday excluding public holidays in England & Wales. Severity 1 and 2 alerts may be reported by the client between the hours of Monday - Friday 06:00 - 07:00 and 19:00 - 22:00. On Saturdays, Sundays and public holidays between the hours of 06:00 - 18:00.
• Support available to third parties: Yes

Onboarding and offboarding

• Getting started: New users or existing customers have access to a dedicated help desk facility that can support with training and guidance. We produce a full suite of user guides, as well as hosted or on-site training, and a dedicated service manager.
• Service documentation: Yes
• Documentation formats:
  • HTML
  • PDF
• End-of-contract data extraction: We will work with the client to ensure data is extracted in accordance with the termination policies within the contract
• End-of-contract process: We would discuss with the client the process of disabling the service and all the data deletion processes required. Once the contract has been terminated the service is completely decommissioned.

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: No
• Service interface: Yes
• User support accessibility: None or don’t know
• Description of service interface: Web-based User Interface - Loading screen for all referred enquiries. Lead off pages for:; ; - Matched Enquiries awaiting review; - Rules Management (create, amend, remove); - Task Management (created, amend, remove); - Reporting; ; All areas of the UI are controlled by user permissions.
• Accessibility standards: None or don’t know
• Description of accessibility: Currently working towards compliance - product web pages to be released following update.
• Accessibility testing: None
• API: Yes
• What users can and can't do using the API: API is for the supply of data only and is configured with the client based on their needs.
• API documentation: Yes
• API documentation formats:
  • HTML
  • PDF
• API sandbox or test environment: Yes
• Customisation available: Yes
• Description of customisation: Users can pick and choose from various modules within the system to customise a solution which optimises the products performance to meet their individual business needs.

Scaling

• Independence of resources: We consistently perform testing on capacity levels and service . We have load balancing in place and multiple internet connections and multiple points of redundancy and resilience.

Analytics

• Service usage metrics: Yes
• Metrics types: Standard and bespoke reports relating to the contracted service levels are available. We also provide reports in relation to usage and auditing of users.
• Reporting types:
  • Real-time dashboards
  • Regular reports
  • Reports on request

Resellers

• Supplier type: Not a reseller

Staff security

• Staff security clearance: Conforms to BS7858:2019
• 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
• User control over data storage and processing locations: No
• Datacentre security standards: Supplier-defined controls
• 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
  • Encryption of all physical media
  • Other
• Other data at rest protection approach: Data at rest is protected by hardened server builds, AD and SQL server security and Network segregation.
• 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: SQL Web Tool Module; Bespoke MI Requests/ exports
• Data export formats:
  • CSV
  • Other
• Other data export formats:
  • Excel
  • .Txt
• Data import formats:
  • CSV
  • Other
• Other data import formats: .TXT

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: We maintain 98% service level with all development, upgrades and maintenance performed in scheduled windows, which are executed outside of normal operating hours.
• Approach to resilience: Data centres are highly resilient with back up generators, UPS and FM200 fire suppressant systems. Our Systems are built to be highly fault tolerant using dual power and network connections. Data centres are served by multiple ISP connections. We have a dedicated Business Continuity Management department. We load balance our system across multiple virtual machines which themselves can be migrated to new physical hardware when required.
• Outage reporting: We report service outages once they have exceeded the clients contractual targets directly to the client with estimated fix times and solutions.

Identity and authentication

• User authentication needed: Yes
• User authentication: Username or password
• Access restrictions in management interfaces and support channels: SIRA users may only access the system from white listed IP addresses. All clients log into their own instance of SIRA, identified by unique domain. All users are provided with unique User IDs verified by the application. Clients are provided with administrator accounts to manage their own staff and access levels.
• Access restriction testing frequency: At least every 6 months
• Management access authentication:
  • 2-factor authentication
  • 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: At least 12 months
• Access to supplier activity audit information: Users receive audit information on a regular basis
• How long supplier audit data is stored for: At least 12 months
• 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: BSI Assurance Group Ltd .
• ISO/IEC 27001 accreditation date: 22-10-2017
• What the ISO/IEC 27001 doesn’t cover: The ISO/IEC 27001 scope covers the entire business operation of Synectics Solutions.
• ISO 28000:2007 certification: No
• CSA STAR certification: No
• PCI certification: No
• Cyber essentials: Yes
• Cyber essentials plus: No
• Other security certifications: Yes
• Any other security certifications:
  • ISO270001
  • SAFO ( Specific Anti Fraud Organisation )

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: Cyber Essentials, SAFO Registration
• Information security policies and processes: Overall responsibility for information security rests with the Chief Information Security Officer who reports to the Legal & Compliance Director. An ISMS review committee (which includes at least one Director) meets twice annually. The Security Strategy group formally meet every two weeks. A dedicated IT Security team are responsible for operational security. Physical security is the responsibility of the Facilities team. We meet and adhere to the following: Cyber Essentials , • Security operating Procedures (SyOPS) • Protective Monitoring Controls selected from GPG13 in accordance with risks resultant from IS1 calculations. Monitoring is currently designed to protect OFFICIAL records (individually (IL3) and aggregated (IL5)). • A ‘Requirements for Secure Delivery of Online Public Services’ (RSDOPS) assessment has been carried out as part of the accreditation to profile the current system design against GPG43 guidance. The system has been continuously accredited since 2009 and is operated as a ‘private cloud’. Synectics also design and host the multiple fraud prevention solutions for the financial services sector. The Synectics ISMS is certified to ISO27001:2013. All fourteen cloud security principles are met in the delivery of all products securely. We have fully documented security policies available.

Operational security

• Configuration and change management standard: Supplier-defined controls
• Configuration and change management approach: Configuration and change management processes are operated in line with ITIL V3.
• Vulnerability management type: Supplier-defined controls
• Vulnerability management approach: Penetration and Vulnerability tests will be completed on an annual basis. If further investigation is required we will evoke the BCP to manage and operate a project team to rectify issues and risks to the business. The IT Security team use a number feeds to enable them to proactively manage new threats and vulnerabilities and reduce the windows of vulnerability. These include: NCSC, McAfee, CheckPoint, Microsoft, AlienVault Open Threat Exchange, thehackernews, theregister and reddit. Synectics also participate in the NCSC CiSP. Patch management is in accordance with defined patching policy dependant on risk and severity of situation.
• Protective monitoring type: Supplier-defined controls
• Protective monitoring approach: Synectics have implemented a protective monitoring policy with associated technology and processes to oversee the use of ICT systems (including NFI) and to provide assurance and user accountability. This, along with the Information Security Incident Management policy forms part of the current NFI system accreditation and are documented within the current RMADS.; The technology employed includes IPS/IDS (intrusion prevention/detection) software and a SIEM (Security Incident and Event Management) solution. Penetration and Vulnerability tests will be completed on an annual basis. Incidents are accessed and responded to inline with our Information Security Incident Management policy.
• Incident management type: Supplier-defined controls
• Incident management approach: The Security Incident Management Policy and processes are designed in line with NCSC guidance, industry best practice, and ISO27035. Any incident that is uncovered will be rectified using each departments BCP plan. Any client is welcome to review the plans during an onsite visit or secure video conference. Users can report incidents through the dedicated helpdesk facilities and we are able to provide reporting.

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

• Social Value:

  Social Value

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

  Fighting climate change

  Synectics Solutions is committed to fighting climate change and we have already completed several initiatives to reduce our carbon footprint.; -We operate a company car scheme available to all staff, allowing access to affordable electric vehicles only and we supply charging stations at work.; - Installation of 818 solar panels on the roof of our main offices which generate around 193,000kWh of electricity per year, which equates to 34% of our annual consumption.; - Data centre air conditioning units were replaced with "free cooling" system which can totally satisfy the internal heat loads produced by the equipment for 67%* of the year is subsidised with traditional cooling for the warmer months, typically making an annual saving of 70% of the energy consumed by conventional cooling systems.; - Hybrid Working, to reduce unnecessary carbon emissions produced through commuting.; - We have a dedicated Transport Manager who will ascertain the most appropriate method of transport for all staff in-person meetings, which involves reviewing cost, CO2 impact and travel time.; - Our cleaning team use all environmentally friendly cleaning products.; - We use a 3rd party waste management firm to handle our recycling requirements including responsible disposal of out of warranty IT equipment which ensures that data storage units are securely destroyed beyond recovery and other equipment is responsibly recycled.; - Our Carbon Disclosure Project submission was submitted in July 2023, and we anticipate the results in early 2024, which we will review to improve our plan for submission to Ecovardis early in 2024.; We are currently working towards ISO 14001 accreditation.

  Covid-19 recovery

  Supporting our local area to recover after Covid, Synectics Solutions has worked together with its Charities, to successfully deliver over 600,000 meals and 5,000 activity packs to isolated and disadvantaged families and children. Recovering from the impacts of Covid, the Hubb Foundation ran a Slow Cooker project, benefiting over 2000 families to date. Furthermore, the Hubb Foundation now provide 40,000 opportunities across 1000 sessions, per year, for disadvantaged children to attend holiday and food activities.; We have also provided 14 primary schools with access to high quality sports and physical activities for over 3000 children, including targeted workshops for children affected by societal issues, e.g., anti-racism, mental health, and wellbeing. ; Furthermore, we continue to run weekly activities for local residents aged over 55 reducing isolation and loneliness, supporting a happier and healthier lifestyle, connecting them to their community.; Our own internal staff engagement activities have generated over £10,000 since February 2023, which has benefited a further 14 local charities. Furthermore, our volunteer’s policy offers paid time off for colleagues to pledge their time to a cause close to their hearts, to further benefit their local communities and charities.

  Tackling economic inequality

  Synectics currently employs over 320 staff, the majority of whom live in the surrounding areas of Stoke on Trent. According to the Office for National Statistics Survey (2021) Stoke-on-Trent has a population in excess of 250,000. Unemployment in the city was reported at 4.3% in the year ending September 2023 compared with a national unemployment rate of 3.7% at the same period.; We operate a flexible and hybrid working culture for staff, based on the requirements of their role, and we are committed to creating employment and training opportunities in a proactive and inclusive manner. As part of our commitment to tackling economic inequality, we intend to continue with a number of programs underway which already have a positive impact. ; ; • We actively participate in careers fairs and visit a selection of local schools to provide inspirational careers insight and CV writing and interview skills.; • Work experience for school students offered at several points throughout the academic year, supporting 6 students in this last 12 months. We also offer a number of apprenticeships to school leavers. ; • University Student Placements: We have supported 18 university students on placement in the last 2 years.; • Graduates’ recruitment: We have created 15 graduate opportunities in the last 2 years.We measure this impact from feedback from those students we welcome into Synectics, the translation of student placements / temporary contracts to substantive contracts, and via key stakeholders.; ; Some leading indicators which demonstrate the success of our activities, include:; • 2023 eNPS survey score of 36; • low voluntary turnover rate of just 13.81%; • new hire retention rate of 90.5%

  Equal opportunity

  Synectics Solutions continues to build an inclusive culture, driven by our core values, with a particular focus on nurturing individual learning and wellbeing and ensuring our practices are designed to drive the right behaviours in us all. We are a Gold accredited employer in the Stoke-on-Trent Healthworks scheme, an Armed Forces Friendly employer, and a member of the Disability Confident scheme.; Learning and development are embedded into the way we work. Staff are offered talent conversations and have monthly 121’s with their line managers to provide opportunity for two-way dialogue and guide personal development and growth.; We subscribe to several technical L&D platforms which support learners to progress at their own pace, all of which provide access to a wide variety of topics and assessments, with the opportunity to attain further. Diversity and Inclusion is a fundamental part of our DNA. The name Synectics means “the coming together of a diverse group of people to solve a common problem.” 50% of our board members are women, with our Chair, Carol Shanahan OBE, being at the heart of both our business and our local community. ; Our people sit at the heart of everything we do and as a team, we collaborate with each other to solve our clients most complex and challenging issues. As a company, we don’t just hire resource, we employ the whole person and recognise that all our people have individual characteristics which make them who they are. Our staff matter. We prioritise people above profits and are not afraid to take an unconventional, dynamic, and innovative approach as an employer.

  Wellbeing

  We encourage a growth mindset in all our staff. We deliver workshops, such as “be your best self,” “lead without authority,” “the art of spinning plates,” “feedback and coaching skills” etc all which receive excellent feedback and are designed to leave staff with practical skills they can apply in both a work and personal context.; Staff voice and wellbeing is important to us. We offer a healthcare cash plan as part of the all-staff benefits and carry out a number of workshops throughout the year on topics focusing on physical and mental health, nutrition, and soon financial wellbeing also. We are also offering various well being activities to help improve motivation that also provide employees the ability to contribute to the local community.

Pricing

• Price: £10,000 to £750,000 a licence a year
• Discount for educational organisations: No
• Free trial available: Yes
• Description of free trial: We offer to complete proof of concept to ascertain the uplift the introduction of this product makes to existing 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 publicsectorservices@synectics-solutions.com. Tell them what format you need. It will help if you say what assistive technology you use.