MOTOROLA SOLUTIONS UK LIMITED

Pronto

Pronto is the most widely deployed mobile Policing solution in the UK. The service integrates with national and local systems, optimising information management in operational Policing, getting intelligence to the point of need, enabling efficiencies in the back-office and optimal workflow into partner agencies and the criminal justice system.

Features

• Mobile data capture
• Operational datastore for all information
• Integration to existing back-office systems
• Re-engineering of existing business processes
• Digitisation of existing business processes
• Library of Pronto forms and workflows to support operational business-processes
• Standardisation of business processes across multiple organisations
• Configuration of business processes to meet bespoke requirements
• Management information of organisational performance
• In-life support of the system

Benefits

• Digital replacement of officers pocket notebook and operational business processes/forms
• Remote and mobile access to operational policing systems
• Upfront business process capture of accurate and validated information
• Reuse of information without rekeying, reducing bureaucracy
• Increases productive, visibility and effectiveness
• Removes middle office duplication costs and reduces estate costs
• Mobile searching of local and national systems

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 andy.glover@motorolasolutions.com. Tell them what format you need. It will help if you say what assistive technology you use.

Framework

G-Cloud 15

Service ID

516725608304137

Contact

Andy Glover
07736636880
andy.glover@motorolasolutions.com

About the service

• Service categories:
  • Application Development and Deployment
    • Application platforms
      • Model driven application platforms
        • Model driven application platforms
• Multi cloud support: No

Service scope

• Software add-on or extension: Yes, but can also be used as a standalone service
• What software services is the service an extension to: The Pronto solution can either deployed as a standalone systems or as an extension to existing systems. The provision of APIs by an existing back-office system will allow for the integration of the mobile applications to provide mobile workers complete 2-way communications for both querying and updating a back-office system.
• Cloud deployment model: Private cloud
• Service constraints: The solution is provided as a hosted service on Supplier's private cloud. The solution supports integration to a variety of commonly used police IT systems and also supports integration to new systems through professional services.
• System requirements:
  • The Buyer is required to purchase Android or Windows devices
  • Suitable for running the Pronto Client applicable.
  • The Buyer must agree a route (such as VPN)
  • For connecting to the Supplier's private cloud where the solution
  • Is hosted

User support

• Email or online ticketing support: Yes
• Support response times: For hosted Pronto customers, service affecting issues can be reported 24/7/365 via e-mail; telephone; or Service Management Terminal (SMT). Target response times for these are:; * 90% of calls are answered within 15 seconds; * 99% of calls are answered within 30 seconds; * Incidents raised via the SMT: to be picked up and acknowledged within 15 minutes of being raised.; * Incidents raised via email: the reference number is provided to the customer within an hour of receipt.; For reporting of software issues or requirements, responses are on a best endeavours basis Mon-Fri 9am-5pm, typically within 1 working day.
• 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
• Support levels: Standard project-level support is included with the service on a Mon-Fri 9am-5pm (UK working days) basis. This project team handles standard project-level matters, software change requests, etc.; ; Additionally, in the event of an incident, customers may raise a case to the Supplier's helpdesk (24/7/365). The resolver groups for service affecting incidents is 24/7/365 and target resolution times are 4 hours (P1) and 8 hours (P2).
• Support available to third parties: No

Onboarding and offboarding

• Getting started: We provide a Train the Trainer course and Administration Training as a standard.
• Service documentation: Yes
• Documentation formats: PDF
• Documentation accessibility standard: None or don’t know
• How the documentation is accessible: Documentation is provided via a medium mutually agreed between Supplier and Customer, such as Supplier's web portal; Supplier's corporate G-Suite drive; E-mail; or similar.
• End-of-contract data extraction: Data can be accessed via the desktop manager tool, which is web based solution.; ; Additionally, the Supplier can provide the Customer with a copy of their Pronto database as file.
• End-of-contract process: To-date, only 1 customer has come to the end of a contract and discontinued the use of the Pronto service. ; ; All Pronto data is stored in the Pronto database. At the end of the contract, a copy of the database would be provided to the customer.

Using the service

• Web browser interface: Yes
• Supported browsers: Chrome
• Application to install: Yes
• Compatible operating systems: Android
• Designed for use on mobile devices: Yes
• Differences between the mobile and desktop service: The mobile solution comprises of a number of integrated mobile applications to support a range of operational business processes. The back-office system is a web based interface for managing information submitted to the database, including reviewing, editing and processing documents relevant to the business process rules.
• Service interface: No
• User support accessibility: None or don’t know
• API: No
• Customisation available: Yes
• Description of customisation: The Pronto solution is designed to be configurable to meet customers' specific requirements. Customers' operational processes are analysed and the requirements are documented and agreed with the customer. The software applications are then configured by supplier (using professional services) to meet the customers' requirements.; ; Pronto supports integration with 3rd party systems via SOAP and RESTful APIs, CSV and XML export and automated emails. Pronto integrates with police systems including Police National Computer (Civica and NDI), Command & Control (Steria STORM, Capita NSPIS, Integraph ICAD), RMS systems (e.g. Niche, Northgate Connect, Capita UNIFI), Pentip, CRASH. Pronto authenticates against Active Directory (Kerberos).

Scaling

• Independence of resources: Separate instances of Pronto with ringfenced resource allocation are operated for each Customer or Customer region group.

Analytics

• Service usage metrics: Yes
• Metrics types: Pronto provides usage based on forms and OTA transactions (such as number of PNC searches or C&C transactions).; ; Users can login to Pronto Web Manager to view reports on usage
• Reporting types: Real-time dashboards
• Resource tagging: No
• FOCUS resource tagging: No

Supplier type

• 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
• 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 once a year
• Penetration testing approach: ‘IT Health Check’ performed by a CHECK service provider
• Protecting data at rest:
  • Physical access control, complying with another standard
  • Other
• Other data at rest protection approach: The native Pronto client Android application, installed on mobile devices, stores its data in local device storage. This is an application private partition only accessible to Pronto. The MDM should be used to enforce additional security (such as data at rest encryption). Example: combination of Samsung KNOX and BES12 enforces data at rest encryption so all data is securely stored.; ; Once uploaded to Pronto Hub, data is stored in the Pronto database. This is protected by physical and IT access controls that prevent unauthorised access to data. The solution is accredited by Home Office to IL3 / Official Sensitive.
• Data sanitisation process: Yes
• Data sanitisation type: Deleted data can’t be directly accessed / Cryptographic Erasure
• Equipment disposal approach: Complying with a recognised standard, for example CSA CCM v4.0, CAS (Sanitisation) or ISO/IEC 27001

Data importing and exporting

• Data export approach: Data can be accessed and exported using the desktop manager application, which is a web based application.
• Data export formats: Other
• Other data export formats:
  • Various formats depending on the scenario -
  • Including PDF, Excel, DOCX, XLSX, CSV, etc.
• Data import formats: CSV

Data-in-transit protection

• Data protection between buyer and supplier networks:
  • IPsec or TLS VPN gateway
  • Other
• Other protection between networks: Data is protected between our network and a customer's network using an IPsec VPN tunnel with a Virtual Tunnel Interface (VTI), which encrypts all traffic and ensures data integrity and authenticity via cryptographic algorithms applied at the IP layer.
• Data protection within supplier network: Other
• Other protection within supplier network: Access into supplier network is protected by firewalls and a VPN solution.; ; Supplier network then has strict internal security policies that segregate the internal network using virtual firewalls and virtual LANs.; ; These segregate data between systems that are customer specific and shared services used by multiple customers.; ; Customers are as a result only able to access shared systems or customer specific systems.; ; Supplier is ISO 27001 certified and datacentres are accredited both physical and Network by Home Office to IL3/Official sensitive.

Availability and resilience

• Guaranteed availability: Service Level Agreements of 99.9%+ (exclusive of planned maintenance)
• Approach to resilience: Multiple servers are deployed with load balancing applied. Disaster recovery is provided by back-up infrastructure provided in a secondary data centre.
• Outage reporting: On a hosted deployment, servers are protected by alarms that trigger if a service affecting issue arises.

Identity and authentication

• User authentication needed: Yes
• User authentication: Identity federation with existing provider (for example Google Apps)
• Access restrictions in management interfaces and support channels: Pronto uses a flexible Java Authentication and Authorisation service to authenticate users. User authentication is typically offboarded via Kerberos authentication against customer Active Directory system. This allows customer to maintain a single username/password for end users.
• Access restriction testing frequency: At least once a year
• Management access authentication: Identity federation with existing provider (for example Google Apps)

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 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

Security governance

• Named board-level person responsible for service security: Yes
• Software Security Code of Practice: Yes
• Security governance certified: Yes
• Security governance standards: ISO/IEC 27001
• Information security policies and processes: We have our own internal business and process security policies supporting our ISO/IEC 27001 certification

Operational security

• Configuration and change management standard: Supplier-defined controls
• Configuration and change management approach: Configure, Audit, Validate, Report exceptions, investigate exceptions, resolve.
• Vulnerability management type: Supplier-defined controls
• Vulnerability management approach: Identify vulnerability through IT health checks or vendor supplied information, conduct risk analysis, implement security controls, monitor effectiveness of controls
• Protective monitoring type: Supplier-defined controls
• Protective monitoring approach: Collect events, look for pattern anomalies, report, manage through incident management
• Incident management type: Supplier-defined controls
• Post-quantum cryptography secure: Yes
• Incident management approach: Categorise, Prioritise, Triage, Diagnose, resolve, resolution and recovery, close incident

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: Yes
• Connected networks: Public Services Network (PSN)

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%

Standards and certifications

• ISO/IEC 27001 certification: Yes
• ISO/IEC 27001 accredited by: Coalfire
• ISO/IEC 27001 accreditation date: Tuesday 1 December 2020
• What the ISO/IEC 27001 doesn’t cover: Items not included are those that are out of scope of Information Security and Privacy Management System (ISPMS) governing information assets and data processed by Motorola Solutions, Inc. (including its subsidiaries), development and technical engineering support operations and relevant corporate infrastructure for its Critical Communications, Video Security, and Command Center products and services offerings, and the Data Protection Office and Enterprise Information Security.
• ISO 28000:2022 certification: No
• ISO 9001 certification: Yes
• ISO 9001 certification accredited by: Coalfire
• ISO 9001 accreditation date: Friday 1 October 2010
• What the ISO 9001 doesn’t cover: Items not included are those that fall outside the scope of supporting the operations underlying Radio equipment & Services, Command Center Software, and Video Security and Access Control offerings. The organizational scope includes Requirement Management, Design/Development, System Integration, Support Services, Managed Services, Manufacturing, Repair Services, Supply Chain Support, Rentals, and Training Services teams affecting the Quality Management System.
• Quality management systems (QMS): Yes
• CSA STAR certification: No
• PCI certification: No
• Cyber essentials: Yes
• Cyber Essentials Certificate Number: 1b4965d3-cf84-4eca-81cd-5f5b6eaa912d
• Cyber essentials plus: Yes
• Cyber Essentials Plus Certificate Number: D29c6122-921f-4fac-a806-f8527971521e
• Other security certifications: No

Social value

• 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

  • New or retained jobs on the contract workforce in the relevant area that meet the criteria set out in MAC 1b, 1c and 1d
  • 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
  • Employment contracts that reflect actual hours worked; steps taken to ensure employees understand their contracts and have the ability to review and adjust them if actual hours regularly exceed contracted hours
  • 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
  • Activities to cascade good practice on fair working conditions throughout the supply chain
  • Offer a pay and leave entitlement to all eligible staff who become kinship carers, ideally equivalent to statutory adoption pay and leave
  • Payment of more than the National Minimum Wage or National Living Wage (as appropriate) to the contract workforce
  • Monitoring and reporting of gender and ethnicity pay gaps and plans to address them where necessary
  • 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
  • Plans for an appropriate income replacement policy for staff who are required to spend time away from work to care for a sick dependent or close relative
  • Understanding of in-work progression issues affecting 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 support in-work progression to help people in the contract workforce, to move into higher paid work by developing new skills relevant to the contract
  • Support for the contract workforce by providing career advice, and providing opportunities for staff working on the contract with in-work progression career development into known skills shortages or high growth areas
  • Support for educational attainment relevant to the contract, including training schemes that address skills gaps and result in recognised qualifications
  • Volunteering opportunities for staff
  • 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
  • Measures to identify, mitigate and manage modern slavery risks relating to the contract and how these will be implemented
  • 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
  • How these flow down the supply chain and are monitored Illustrative examples include reporting, site visits, audits, etc.
  • How to ensure business decisions re: price/cost, short lead times, payment timescales do not create modern slavery risks in the supply chain
  • How the supplier will work with NGOs, trade unions or other businesses to address modern slavery risk
  • Means of influencing staff, suppliers, customers, communities and/or any other appropriate stakeholders with respect to modern slavery risks relating to the contract

  Policy Outcome 2: Skills for growth: Supporting growth sectors and addressing skills gaps.

  • Understanding of employment and relevant skills issues, and of the education and training issues relating to the contract. Illustrative examples: demographics, skills shortages, new opportunities in high growth sectors, geographic/local community and skills/employment challenges
  • Support for educational attainment relevant to the contract, including training schemes that address skills gaps and result in recognised qualifications
  • Activities to support relevant sector related skills growth and sustainability in the contract workforce. Illustrative examples: careers talks, curriculum support, literacy support, safety talks and volunteering
  • Delivery of apprenticeships, supported internships and T Level industry placement opportunities (Level 2, 3 and 4+) in relation to the contract

  Policy Outcome 3: Resilient, innovative and flexible supply chains: Support economic growth through enabling resilient businesses, opportunities for small businesses and voluntary, community and social enterprises

  • Understanding of the types of businesses in the market and the level of participation by new businesses, entrepreneurs, start-ups, SMEs, VCSEs and mutuals
  • Structuring of the supply chain selection process to ensure fairness (e.g. anti-corruption) and encourages participation by a diverse range of businesses, including with regard to new businesses, entrepreneurs, start-ups, SMEs, VCSEs and mutual
  • Understanding of local demographics, needs and opportunities for the co-design of the goods, services and works to be delivered under the contract
  • Methods for engaging with different parts of the community (including the education system and charities representing the community) and how communities come together to inform decisions, strategy and projects to leave a positive legacy for future generations
  • Collaborating with anchor institutions and community groups to make facilities available for education, training or community events
• 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.

  • 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 employment and skills issues, and of the skills and employment shortages of high growth sectors relating to the contract
  • Creation of employment opportunities particularly for those who face barriers to employment, such as prison leavers, care leavers and/or who are located in deprived areas, and for people in industries with known skills shortages or in high growth sectors
  • 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
  • Collection of the views and expertise of disabled people and their representative organisations on successfully supporting disabled employees or applicants
  • 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
  • Offering a range of quality opportunities with routes of progression if appropriate, e.g. T Level industry placements, students supported into higher level apprenticeships.
  • Working conditions which promote an inclusive working environment and promote retention and progression
  • Other measures to provide equality of opportunity for disabled people and those with health conditions into employment, including becoming a Disability Confident employer and inclusion of supported businesses in the contract supply chain
  • 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

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

  • Understanding of the issues affecting the development of new skills by target cohort
  • Understanding of the underlying factors affecting improvements to reduce barriers to entry and training schemes for the target cohort(s) related to the contract workforce
  • Other measures to offer development opportunities for the target cohort(s) in the contract workforce
  • Advertising, promotional and outreach activities designed to raise awareness of the offer to reach the target cohort
  • Understanding of issues relating to entering the contract workforce
  • Creation of outreach activities to create a pipeline of employees for the future contract delivery
  • Content of the outreach activity is designed to suit the target cohort
  • Advertising, promotional and outreach activities designed to raise awareness of the offer to reach the target cohort
• 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 andy.glover@motorolasolutions.com. Tell them what format you need. It will help if you say what assistive technology you use.