NOTTING HILL GENESIS

WorkWise Housing Solutions

WorkWise provides a seamless online portal for your customers and staff, automating the housing management and property maintenance process. With a modern intuitive user experience, it enjoys high rates of adoption amongst customers. Its high level of automation helps you resolve customer queries efficiently, minimising the need for staff intervention.

Features

• self-service portal
• housing management
• repairs management
• payments
• arrears management and payment plans
• customer management
• electronic document management
• reporting
• property management
• direct debit handling

Benefits

• automation of housing processes
• improved customer satisfaction
• greater staff productivity - improved efficiency
• leverage existing technology investment
• easy monitoring and management of service delivery
• single solution for customers and staff
• supports field, call centre and hybrid-based delivery models
• cost to serve reduction
• fully responsive - mobile, tablet and desktop

£50,000 a unit

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 hello@workwise.info. Tell them what format you need. It will help if you say what assistive technology you use.

Framework

G-Cloud 13

Service ID

490974624710667

Contact

Contact us
02038150000
hello@workwise.info

Service scope

• Software add-on or extension: Yes
• What software services is the service an extension to: WorkWise provides a self-service portal for customers and staff alike. The WorkWise solution is dependent on being integrated to a clients existing housing system(s) to function. Integration is client specific, dependent on the client's current technology landscape.
• Cloud deployment model:
  • Public cloud
  • Hybrid cloud
• Service constraints: The WorkWise solution is dependent on being integrated to a clients existing housing system(s) to function. Integration is client specific, dependent on the client's current technology landscape.
• System requirements:
  • Active Internet Connection
  • Any Popular Internet Browser*

User support

• Email or online ticketing support: Yes, at extra cost
• Support response times: Support varies dependent on the service package chosen. It can be a) via email only b) Weekday 9-5pm via email and service desk or c) extended to cover out of hours / 24x7
• User can manage status and priority of support tickets: No
• Phone support: Yes
• Phone support availability: 9 to 5 (UK time), Monday to Friday
• Web chat support: Web chat
• Web chat support availability: 9 to 5 (UK time), Monday to Friday
• Web chat support accessibility standard: None or don’t know
• How the web chat support is accessible: Webchat is available via our Support Portal. Users can chat to an online agent who will raise a ticket if required.; ; The portal allows users to raise tickets; receive updates; and close tickets.
• Web chat accessibility testing: We are dependent on the provider of our service desk solution for this.
• Onsite support: Yes, at extra cost
• Support levels: Support varies dependent on the service package chosen. It can be a) via email only b) Weekday 9-5pm via email and service desk or c) extended to cover out of hours / 24x7. We provide a standard Service Level Agreement defining service availability; incident management - including response, restoration time and point, and resolution targets. Service performance is reviewed with the client per an agreed schedule.
• Support available to third parties: No

Onboarding and offboarding

• Getting started: We provide a set number of days during the implementation phase which includes training materials and a 'train the trainer' programme.
• Service documentation: Yes
• Documentation formats:
  • HTML
  • PDF
• End-of-contract data extraction: Data is mastered within a customers primary systems. Any transient data associated with WorkWise can be provided to the customer in a database dump at contract end.
• End-of-contract process: WorkWise is a SaaS solution. At contract end we will provide reasonable support to the customer to migrate away from the platform. There will be no additional charges for this.

Using the service

• Web browser interface: Yes
• Supported browsers:
  • Internet Explorer 11
  • Microsoft Edge
  • Firefox
  • Chrome
  • Safari
  • Opera
• Application to install: No
• Designed for use on mobile devices: Yes
• Differences between the mobile and desktop service: Portrait view
• Service interface: Yes
• User support accessibility: None or don’t know
• Description of service interface: Via any web portal
• Accessibility standards: None or don’t know
• Description of accessibility: Accessible with any popular browser or device.
• Accessibility testing: N/A
• API: Yes
• What users can and can't do using the API: WorkWise has an API which is used by the Workwise frontend. That API can be used to help integrate to client processes and systems.
• API documentation: Yes
• API documentation formats: Open API (also known as Swagger)
• API sandbox or test environment: Yes
• Customisation available: Yes
• Description of customisation: WorkWise is a bespoke platform that can both be configured and customised for client needs.

Scaling

• Independence of resources: WorkWise is installed on cloud infrastructure (Microsoft Azure) which is dedicated to that client.

Analytics

• Service usage metrics: No

Resellers

• Supplier type: Not a reseller

Staff security

• Staff security clearance: Conforms to BS7858:2019
• Government security clearance: None

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: Complies with a recognised standard (for example CSA CCM version 3.0)
• Penetration testing frequency: At least every 6 months
• Penetration testing approach: Another external penetration testing organisation
• Protecting data at rest:
  • Physical access control, complying with SSAE-16 / ISAE 3402
  • Physical access control, complying with another standard
• Data sanitisation process: Yes
• Data sanitisation type: Deleted data can’t be directly accessed
• Equipment disposal approach: A third-party destruction service

Data importing and exporting

• Data export approach: N/A Clients data resides on their cloud provider.
• Data export formats: Other
• Other data export formats: N/A Clients data resides on their cloud provider.
• Data import formats: Other
• Other data import formats: N/A Clients data resides on their cloud provider.

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: 24/7 access unless P1 fault
• Approach to resilience: MS Azure Cloud based
• Outage reporting: Customer will receive alerts via email or SMS in the event of any outage or service degradation.

Identity and authentication

• User authentication needed: Yes
• User authentication:
  • 2-factor authentication
  • Identity federation with existing provider (for example Google Apps)
  • Username or password
• Access restrictions in management interfaces and support channels: Formal pre-defined process. Details can be supplied on request.
• 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: User-defined
• Access to supplier activity audit information: No audit information available
• How long system logs are stored for: User-defined

Standards and certifications

• ISO/IEC 27001 certification: No
• ISO 28000:2007 certification: No
• CSA STAR certification: No
• PCI certification: No
• Cyber essentials: No
• Cyber essentials plus: No
• Other security certifications: Yes
• Any other security certifications: MS Azure standard

Security governance

• Named board-level person responsible for service security: Yes
• Security governance certified: Yes
• Security governance standards: CSA CCM version 3.0
• Information security policies and processes: Formal pre-defined security process. Details can be supplied on request.

Operational security

• Configuration and change management standard: Supplier-defined controls
• Configuration and change management approach: Formal change management process. Details can be supplied on request.
• Vulnerability management type: Supplier-defined controls
• Vulnerability management approach: Risk based approach using MS threat management platforms. Details can be supplied on request.
• Protective monitoring type: Supplier-defined controls
• Protective monitoring approach: MS security platforms. Details can be supplied on request.
• 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: Formal pre-defined processes management process. Details can be supplied on request.

Secure development

• Approach to secure software development best practice: Conforms to a recognised standard, but self-assessed

Public sector networks

• Connection to public sector networks: No

Social Value

• Fighting climate change:

  Fighting climate change

  We are fully committed to supporting the UK in achieving its net zero carbon emissions target by 2050, by ensuring we improve the energy efficiency of homes and reduce CO2 emissions. Our development programme and asset strategy have been formulated to ensure our environmental impact is at the forefront.
• Covid-19 recovery:

  Covid-19 recovery

  NHG has followed the UK.GOV guidance in producing COVID-19 risk assessment for all employees and their interaction with tenants.
• Tackling economic inequality:

  Tackling economic inequality

  As a social housing provider, Notting Hill Genesis exists to provide affordable and safe homes to those who could otherwise not afford one.
• Equal opportunity:

  Equal opportunity

  We are committed to providing reasonable adjustments for all employees to support them to meet the requirements for their role. We aim to remove all barriers to enable our employees to use their skills effectively and access the same benefits, terms or conditions of employment as all who work for our organisation.
• Wellbeing:

  Wellbeing

  The health, wellbeing and safety of our residents and staff are fundamentally important to us and we consider and promote safety in everything we do.

Pricing

• Price: £50,000 a unit
• 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 hello@workwise.info. Tell them what format you need. It will help if you say what assistive technology you use.