ROWANWOOD PROFESSIONAL SERVICES LIMITED

Apex Asset Management System, Compliance Management System, Energy Management System

Apex is a comprehensive Property Asset Management solution featuring end-to-end asset management, asbestos management, asset servicing management, property inspections and surveying, organisational asset reporting and dashboards, organisational asset management compliance, health and safety compliance, and fire risk compliance, ensuring robust compliance for organisations.

Features

• User configuration support for housing asset management solution
• Property compliance and servicing management for asset risk mitigation
• Smartphone survey support for property surveys on tablet devices
• Property servicing management, servicing inspection process management
• Data analysis, investment programme production, and contractor management
• Housing quality standards, legislative level compliance, local level compliance
• Energy surveying, SAP rating, energy modelling and carbon net zero
• Financial sustainability modelling & option appraisal including NPV calculations
• Property contractor management & end to end contractor management
• Asbestos management, asbestos risk management and stakeholder due diligence

Benefits

• Effective asset budgeting, asset financial control and asset business planning
• Investment programme delivery for effective property management
• Mobile device surveying, smartphone inspections, tablet data capture, data synchronisation
• Regulatory compliance standards, compliance KPI reporting, compliance management
• Risk management compliance, health and safety risk management
• Contractor engagement through collaborative portal with customer defined checkpoints
• Effective staff resourcing management through targeted job allocation
• Asset register providing single version of the truth
• Provides data analysis prompts and key decision prompts
• High degrees of flexibility, business prioritisation, customer priority management

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 apex@rowanwood.ltd. Tell them what format you need. It will help if you say what assistive technology you use.

Framework

G-Cloud 15

Service ID

502449705021692

Contact

Rob Hunt
0203 957 7780
apex@rowanwood.ltd

About your service

• Service categories:

  Applications

  Enterprise resource management

  • Order management and orchestration
  • Enterprise performance management
  • Project and portfolio management
  • Asset life-cycle management
• Multi cloud support: No

Service scope

• Software add-on or extension: No
• Cloud deployment model: Private cloud
• Service constraints: Core availability is 7am to 6pm Monday to Friday. Batch processing, upgrades, housekeeping and scheduled maintenance is performed outside of these core business hours.
• System requirements:
  • Personal Computer: Minimum specification:
  • Processor Speed: Windows 11 compatible CPU
  • RAM: Minimum 4Gb
  • Hard Disk Space: Minimum 40Gb free space
  • Network and Internet: Access to high speed Internet
  • Display Resolution: High definition (1080p) greater than 12" diagonally
  • Operating System: Windows 11
  • Browser : Microsoft Edge or Google Chrome:
  • Mobile Devices: Separately maintained list of Rowanwood supported devices

User support

• Email or online ticketing support: Yes
• Support response times: Support issues can be submitted 24 hours a day by email and portal. Telephone support is available 8am to 6pm Monday to Friday except for public and Bank Holidays. Response times defined against service level agreement with associated incident priorities.
• 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: No
• Onsite support: Yes, at extra cost
• Support levels: Rowanwood provide support services and assistance in line with our standard Service Level Agreement. When a customer ticket is raised they define the priority & impact and this is assigned to the incident, this in turn determines the expected 1st response, short term solution and target fix time. ; The table below details our standard response times:; Sev 1 (Urgent), 1 hour response, 1 hour short term solution, 4 hour target fix.; Sev 2 (High), 2 hour response, 5 day short term solution, 20 days target fix or next release.; Sev 3 (Medium), 4 hour response, 10 day short term solution, target fix next release.; Sev 4 (Low), 2 day response, mutual agreement short term solution, mutual agreement target fix.; ; All support services are provided as part of the annual service fee.; We have dedicated support staff who are contactable during business hours by telephone and email. Customers receive 2 or more annual visits from a dedicated account manager.
• Support available to third parties: No

Onboarding and offboarding

• Getting started: Rowanwood has its own hybrid project management methodology (based on best principles of PRINCE 2) and systems for monitoring the management and delivery of the project and to ensure that high levels of quality are consistently maintained throughout the life of the project and the delivery of the service. ; We provide a dedicated project manager for the entire life of the project; their role will be to ensure that the project is managed and monitored through regular progress meetings with the customer and management reporting. ; The customer is heavily involved in the whole process from the initial project launch meeting, through the design phase, training, and testing. We manage the implementation process jointly with the customer through an online project collaboration tool to manage tasks, resources, dependencies, milestones and risks.
• Service documentation: Yes
• Documentation formats: PDF
• End-of-contract data extraction: When the contract ends, an exit plan will be agreed including data extract arrangements. Where the customer is unable to successfully extract the data themselves through the application, the customer data can be provided in an agreed format at an additional cost , priced as per rates in our pricing document.
• End-of-contract process: Offboarding; ; Upon termination of the service, an exit plan will be agreed with the customer, including data extract arrangements, Business Consultant support, and timescales, as per the offboarding process.; ; On completion of the contract, all customer live data will be deleted alongside any customer backups.
• Documentation accessibility standard: None or don’t know
• How the documentation is accessible: Rowanwood follow best industry practices for publishing accessible PDFs including (but not limited to) formatting and style, images and charts, languages and using the standard Microsoft accessibility checking software tools.

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: The surveying application (Survey Manager) is specifically designed to run on an Android mobile device (smartphone or tablet) and therefore not as a desktop service. ; ; Our web user interface has been designed and implemented as a 'responsive solution' that will scale and re-size according to the device.
• Service interface: Yes
• User support accessibility: None or don’t know
• Description of service interface: The Apex Cloud-9 service is available and accessible through a web browser. The surveying module is accessible via a locally installed application on the mobile devices.
• Accessibility standards: None or don’t know
• Description of accessibility: The solution adheres to many of the best practices and principles of WCAG 2.2 A
• Accessibility testing: Panels are currently being upgraded to allow keyboard operation and meet contrast levels.
• API: Yes
• What users can and can't do using the API: Rowanwood publish a standard set of user interfaces (API) to all customers. There are in excess of 80 user interfaces across the various business modules of the system. The user interfaces can be run as standard alone for users or be automated and managed system to system processes. We also offer an optional asset integration package through the delivery of web services and restful APIs
• API documentation: Yes
• API documentation formats:
  • Open API (also known as Swagger)
  • PDF
• API sandbox or test environment: Yes
• Customisation available: Yes
• Description of customisation: Apex is a functionality rich and sophisticated modular business solution, it provides the customer with high levels of user managed configuration across all of the business modules. The majority of the modules can be customised and parameterised by those business users with sufficient levels of authority. Customers have the ability to define the data structures of the system to reflect their business structure, organisation, and business needs and processes. As business priorities change, the customer has the ability to re-configure the system to address its new requirements.; ; Other business modules supporting areas like Surveying , Quality Standards, Contract Management, Serving & Inspection and Health & Safety allow the customer to define business rules, create template business structures that are re-usable and workflow structures.; ; Consultancy & development services can be provided by Rowanwood to tailor business processes specifically to a customers needs, priced as per our rates in our pricing document.

Scaling

• Independence of resources: Each customer has their own Apex instance in our Microsoft Azure Cloud (Cloud-9), meaning they are not adversely affected by others customers during periods of high demand

Analytics

• Service usage metrics: Yes
• Metrics types: CPU, Disk, Memory, Network, Asset Count, EPC Retrieval Count
• Reporting types:
  • Regular reports
  • Reports on request
• Resource tagging: Yes
• FOCUS resource tagging: Yes

Resellers

• Supplier type: Not a reseller

Staff security

• Staff security clearance: Other security clearance
• Government security clearance: Baseline Personnel Security Standard (BPSS)

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 4.0)
• 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 another standard
• Data sanitisation process: Yes
• Equipment disposal approach: A third-party destruction service
• Data sanitisation type:
  • Deleted data can’t be directly accessed / Cryptographic Erasure
  • Data Erasure

Data importing and exporting

• Data export approach: The standard reporting within Apex includes the ability for customers to output their data in Excel, CSV or PDF formats. The inbuilt reporting tool also outputs the customer data in MS Excel data, pivot tables, and charts. Customers can utilise any of the 600 pre-configured reports to output the data. Apex also provides standard scheduling and output of reports and data outputs using our in-built Autojob schedule and automation tool. Data can also be exported to business intelligence tools, such as MS Power BI.
• Data export formats:
  • CSV
  • Other
• Other data export formats:
  • XLS
  • PDF
• 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: Our solution is hosted on Microsoft Azure, our standard service hours are 7am-6pm Monday to Friday (excluding UK Bank Holidays). ; ; Organisations have access to the solution during standard service hours with an uptime availability of 98.63% against a defined service level agreement (SLA).
• Approach to resilience: High availability: Maintaining acceptable continuous performance despite temporary failures in services, hardware, datacentres, or fluctuations in load.; ; Disaster recovery: Protection against loss of an entire region through asynchronous replication of failover of virtual machines.; ; Backup: Replication of virtual machines and data.
• Outage reporting: Scheduled maintenance will be outside of the standard service hours. Maintenance will be arranged with a minimum of 3 working days notice and will contain a detailed description of the planned activities and a back out plan.; ; Unplanned outages will be managed and notified via our support team

Identity and authentication

• User authentication needed: Yes
• User authentication:
  • Multi-Factor Authentication (MFA)
  • Username or password
• Access restrictions in management interfaces and support channels: All users have named accounts, access is restricted through security administrator defined and maintained security groups based on job roles and associated permissions.
• Access restriction testing frequency: At least once a year
• Management access authentication:
  • Multi-Factor Authentication (MFA)
  • 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 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: Between 6 months and 12 months

Security governance

• Named board-level person responsible for service security: Yes
• Security governance certified: No
• Security governance approach: Rowanwood takes information security very seriously and ensures that its overarching ISMS framework is adequately aligned to its business. Information Security is driven by the board of directors and forms an agenda item at each board meeting. The Board of Directors ensures that the importance of Information Security is regularly communicated to all members of staff. Rowanwood takes a holistic approach by:; 1) Identifying assets, risk and mitigation policies; 2) The implementation and adoption of robust policies. ; 3) Undertaking Information Security awareness and training; 4) ISMS audit and assurance activities based on ISO27001 ; best practice; 5) Agile change and amendment
• Information security policies and processes: We have clearly defined policies, processes and procedures for compliance with GDPR data protection laws which are implemented by our internal management and reporting structures.; ; We adhere to the principles and best practice of ISO 27001.
• Software Security Code of Practice: Yes

Operational security

• Configuration and change management standard: Supplier-defined controls
• Configuration and change management approach: Configuration and Change Management are managed within the Rowanwood Support Desk solution (FreshDesk). ; ; All requested changes to the Cloud-9 infrastructure are firstly recorded as Service Requests within FreshDesk. ; ; SR’s are reviewed and approved on a weekly basis by the SMT and members of the technical team. ; ; All authorised changes are then implemented as part of a controlled process normally outside of core business hours and under controlled conditions. ; ; Rowanwood's Configuration and Change Management process' follow the principles of ISO27001.; ; Risk is always accessed and risk mitigation factors are always considered. 14 days is allowed before Change Requests are closed.
• Vulnerability management type: Complies with a recognised standard, for example CSA CCM v4.0 or SSAE-18 / ISAE 3402
• Vulnerability management approach: Vulnerability management and monitoring is undertaken in conjunction with our Cloud subscription integrator. Azure Lighthouse and Azure Defender are deployed. ; ; Vulnerability and Management services include: AntiVirus and Malware protection, pro-active monitoring of Security centre alerts, detection of abnormal user behaviour and detection and alert against SQL databases and annual security assessments.; ; Rowanwood incorporates Azure Appliance management which includes managed firewall and load balancer technology.; ; Server maintenance and patching is performed on a weekly basis and software upgrades as deployed. ; ; Rowanwood has in place an overarching Incident Response policy for any larger scale issues.
• Protective monitoring type: Complies with a recognised standard, for example CSA CCM v4.0 or SSAE-18 / ISAE 3402
• Protective monitoring approach: Rowanwood, in conjunction with our Azure service integrator adopts a pro-active approach to solution monitoring. Our Microsoft Azure service is ISO27001 accredited and uses Online Services Security and Compliance (OSSC) and Information Security Management System (ISMS) framework to ensure high levels of security for all online services. We regularly evaluate the framework's effectiveness to ensure on-going development of cloud computing is reflected in its regulation of data centres. Microsoft then runs three programmes - Information Security Management Forum, Risk Assessment Programme and Information Security Policy Programme to identify risk and develop policies to protect data centres providing Azure services.
• Incident management type: Complies with a recognised standard, for example, CSA CCM v4.0 or ISO/IEC 27035:2011 or SSAE-18 / ISAE 3402
• Incident management approach: Rowanwood has adopted a Major Incident management process that conforms with ISO27001 best practice. It includes identification, investigation, eradication, containment, recovery and reporting.; ; In addition GDPR obligatory requirements are incorporated ensuring that all major incidents can be reported to Data Controllers with 72 hours of becoming aware.; ; All incidents are managed within the Rowanwood incident management software FreshDesk.
• Post-quantum cryptography secure: Yes

Secure development

• Approach to secure software development best practice: Supplier-defined process

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: 10%
• Between £500,001 and £1,000,000: 50%
• Between £1,000,001 and £2,500,000: 50%
• Between £2,500,001 and £5,000,000: 50%
• Over £5,000,001: 50%

Non-mandatory Standards and certifications

• ISO/IEC 27001 certification: No
• ISO 28000:2022 certification: No
• ISO 9001 certification: No
• Quality management systems (QMS): No
• CSA STAR certification: No
• PCI certification: No
• Cyber essentials: Yes
• Please provide your Cyber Essentials Certificate Number: 8f6efc93-5e09-4df1-a6f2-94534bdc3443
• Cyber essentials plus: Yes
• Please provide your Cyber Essentials Plus Certificate Number: 1a4ede76-df61-417f-870f-438997ca1162
• Other security certifications: No

Social value

• Section B - Commitment for Future: Delivery:

  • 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 7: Creating a pipeline of opportunities: For the contract workforce, reducing barriers to entry for under-represented groups.

    • Understanding of issues relating to entering the contract workforce

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 apex@rowanwood.ltd. Tell them what format you need. It will help if you say what assistive technology you use.