CDPSoft

SHARP

Multi-agency or single service solutions for assessment gateways, triage, needs matching, referrals, vacancies, placements, case management, personalised support plans, safeguarding, task management, finances, contract management and more. Sectors: Health, wellbeing, care, support, housing related support, accommodation, private lettings, homelessness prevention, relief, housing first, housing options (HRA/H-CLIC), substance misuse (NDTMS).

Features

• Cloud Case Management (multi-agency or single agency).
• Assessments, Referrals, Placements, Support Plans, and Vacancy Management/Coordination.
• Coordinated Referrals and Dynamic Waiting List Management.
• Prioritisation and Intelligent Localised Needs Matching.
• Secure Risk Management and Multi-Agency Safeguarding.
• Configurable working practices for different Pathways, Housing Options/H-CLIC, Support etc.
• Integrated Online Forms (Optional Offline Forms Solutions for Remote Working).
• Real-time Management Information and Performance Reporting.
• Finance and Contract Management Components.
• Advanced Task Management including scheduled and automated templates.

Benefits

• Facilitates the coordination and delivery of multiple support services.
• Improves internal or multi-agency referral, assessment, allocation and placement processes.
• Real-time identification and matching to suitable available vacancies/services.
• Improve access to services for citizens and reduce void times.
• Manages assessments, needs, risks, referrals, placements and associated documentation.
• Secure online access to service and case management information.
• Helps maximise efficiency and effectiveness and reduce service costs.
• Improves performance reporting and management information.
• Easier to evidence the impact and value of services.
• Aids strategic decision-making and the commissioning process.

£1,000 a unit

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

Framework

G-Cloud 13

Service ID

517809806440155

Contact

Enquiries
01784 895120
enquiry@cdpsoft.com

Service scope

• Software add-on or extension: No
• Cloud deployment model: Private cloud
• Service constraints: Supported browsers are latest releases of Chrome, Edge, Safari. We use reasonable endeavours to ensure the service is available 24/7 (excluding scheduled downtime or downtime due to prior user consent, user error, maintenance, nightly reboots, important security patches and regional network/power outages We use reasonable endeavours to meet a 99% uptime. The service window is 09:00 to 17:00 Monday to Friday excluding English public holidays. Support outside of the service window is not included. The Customer provides first-line support to end users. Planned server maintenance for five minutes every night and 2-hours once a month (at weekends).
• System requirements:
  • Modern computer with a minimum of 2GB of RAM.
  • Stable internet connection over 10mbps download speed.
  • Minimum browsers latest versions of Chrome, Edge or Safari.

User support

• Email or online ticketing support: Email or online ticketing
• Support response times: The help desk is available 09:00 to 17:00 Monday to Friday excluding English public holidays.; ; Major Error; The entire software or a full module is prevented from being run. ; ; Serious Error; Failure of a major feature or serious performance degradation. ; ; We aim to respond within 4-hours, provide a temporary fix within 1 working day and a permanent fix within 5 working days. ; ; Other Error; Any other error that does not fall within the Major or Serious category. ; ; We aim to respond within 4-hours, provide a temporary fix within 5 working days and a permanent fix within 10 working days.
• 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: No
• Onsite support: Yes, at extra cost
• Support levels: All customers are provided with an account manager who is the key liaison for any non-support related matters. Additional professional services can be purchased at the day rate noted in the SFIA Rate Card. ; ; The helpdesk is available from 09:00 to 17:00 Monday to Friday excluding English public holidays. Major Error; The entire software or a full module is prevented from being run. Serious Error; Failure of a major feature or serious performance degradation. We aim to respond within 4-hours, provide a temporary fix within 1 working day and a permanent fix within 5 working days. Other Error; Any other error that does not fall within the Major or Serious category. We aim to respond within 4-hours, provide a temporary fix within 5 working days and a permanent fix within 10 working days.
• Support available to third parties: No

Onboarding and offboarding

• Getting started: SHARP is an off the shelf Cloud solution hosted in the UK and requires little to no local IT resource for setting up which enables a rapid start-up time. ; ; Buyers select the relevant Cloud components which determine the level of buyer resource required. ; ; Component set-up times range from one to nine days and are usually carried out remotely by our consultants. Further customisation can be included based on the day rate noted in the SFIA Rate Card.; ; A context-based online help facility allows the Customer to view help text or guidance notes against each major area and field group.; ; Onsite training is available for up to eight users at the day rate noted in the SFIA Rate Card.; ; Where data migration is required we use our integrated proprietary migration tool and provide support from our technical consultants at the day rate noted in the SFIA Rate Card
• Service documentation: No
• End-of-contract data extraction: At any time up until 30 days after the termination of the Agreement upon request and payment of the relevant charges, for preparing the data as detailed in the Pricing Document, we will prepare a copy of the Oracle database containing all data owned by the buyer. We will provide the extract along with a data dictionary in MS Word format describing the data in the extract within 15 days of such request on a CD-ROM or other large data storage media. ; ; The buyer is responsible for arranging secure collection or transfer of the data. Any other data migration assistance is chargeable at the day rate noted in the Pricing Document.
• End-of-contract process: The minimum term for SHARP is 24 months. Notice must be given 90 days before the end of each 24-month term.; ; At any time up until 30 days after the termination of the Agreement upon request and payment of the relevant charges, for preparing the data as detailed in the Pricing Document, we will prepare a copy of the Oracle database containing all data owned by the buyer. We will provide the extract along with a data dictionary in MS Word format describing the data in the extract within 15 days of such request on a CD-ROM or other large data storage media. The buyer is responsible for arranging secure collection or transfer of the data. Any other data migration assistance is chargeable at the day rate noted in the SFIA Rate Card.

Using the service

• Web browser interface: Yes
• Supported browsers:
  • Microsoft Edge
  • Firefox
  • Chrome
  • Safari
• Application to install: No
• Designed for use on mobile devices: Yes
• Differences between the mobile and desktop service: Mobile device users can access SHARP through a supported browser on any device with Wi-Fi, 3 or 4G connections. The solution renders to the size of the user device and is responsive on mobile devices. Mobile phones are usable but not suitable for this solution. ; ; Tablets that use Windows 10 or other full version software are recommended where users are likely to export XLSX, DOCX, PDF documents from the system as these documents require opening in their respective software. ; ; Windows RT, Android, Blackberry OS and uncommon mobile operating systems are not officially supported for SHARP mobile device users.
• Service interface: Yes
• User support accessibility: WCAG 2.1 AA or EN 301 549
• Description of service interface: The service is accessed via a supported web browser. Supported browsers include Internet Explorer 11, Microsoft Edge and the latest release of Firefox, Edge and Safari.
• Accessibility standards: WCAG 2.1 AA or EN 301 549
• Accessibility testing: The service is compliant with the above standard as far as is practicable to do so with a web-based service of this nature. No testing has been carried out on the current version.
• API: No
• Customisation available: Yes
• Description of customisation: SHARP is a modular component-based cloud solution that allows for customisation using a 'pick and mix' approach. Buyers can use single Cloud components or, as part of the purchase process, combine Cloud components depending on requirements.; ; Cloud components include Case/Service Management, Contract Management, Property Management, Housing Options, Finance, ; Client Access, Multi-Agency/Partnerships, Advanced Tasks Management, Support & Action Plans, Online Forms, Offline Forms, SMS, Two-Factor Authentication, Courses & Delegates, Family Units/Groups, Landlords. Further information is available in the Pricing Document.; ; Our technical consultants can further customise components at the day rate noted in the SFIA Rate Card.; ; SHARP comes with a dedicated Online Forms module that enables any form to be recreated within SHARP for direct data entry/data transfer and reporting. This ensures that forms directly match the buyers' working practices. Any Form can be replicated in terms of the exact questions, order, dropdowns, grids, etc. Buyers can also customise the majority of lists and checkboxes.; ; SHARP includes a fully integrated reporting tool. A range of reports are available as standard.; ; Buyers can build their own Form and Report templates or specify their requirements to have them built by our technical consultants at the day rate noted in SFIA Rate Card.

Scaling

• Independence of resources: SHARP provides an optimally designed hosted environment underpinned by the following (neither of which are required to be purchased or maintained by the buyer): An Apache Tomcat Application Server running on a virtual machine in a private cloud, An Oracle database server. ; ; Both are subjected to continuous proactive capacity monitoring and planning, ensuring that extra memory and disk space can be allocated dynamically and at short notice to match the resources required as usage of the solution increases.

Analytics

• Service usage metrics: Yes
• Metrics types: Real-time management information is available through the fully integrated reporting tool. ; ; Key Functions of the reporting tool: Extensive Standard Reports with Search Filters, Report Criteria, Custom Reports, Report Scheduling Engine, Report Distribution, Multiple output types including PDF, Word, Excel, CSV and XML, Master and Sub-Reports.
• Reporting types: Regular reports

Resellers

• Supplier type: Not a reseller

Staff security

• Staff security clearance: Conforms to BS7858:2019
• Government security clearance: Up to 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 3.0)
• 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
• Data sanitisation process: Yes
• Data sanitisation type: Explicit overwriting of storage before reallocation
• 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 data exporting, our integrated, purpose-built reporting tool can produce Excel, CSV and PDF reports from data held within the system. The reporting tool includes standard reports with filters, multiple output types and document data injectors. Buyers can build their own report templates using integrated reporting tool.; ; In addition to the above, customised batch jobs and additional report templates can be created by our technical consultants at the day rate noted in the pricing document.
• Data export formats: CSV
• Data import formats:
  • CSV
  • Other
• Other data import formats: XML

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: Buyers shall normally be able to access the Hosting Service 24/7. We use all reasonable endeavours to ensure the service is available 24/7 (excluding scheduled downtime, downtime with prior user consent, downtime caused by user error, maintenance, nightly reboots, important security patches, regional network/ power outages). We use reasonable endeavours to meet a 99% uptime, measured as a full calendar month average. The service window is 09:00 to 17:00 Monday to Friday excluding English public holidays. Support outside of the service window is not included.
• Approach to resilience: SHARP is designed to deliver 99% availability. The Cloud application is provided from a Tier III data centre.; ; A summary of the accreditation in place are, ISO 27001, Information Security, ISO 9001 for Quality Management, ISO 14001 for Environmental Management, BS OHSAS 18001 for Occupational Health and Safety.; ; Further information regarding our approach to resilience can be supplied on request.
• Outage reporting: As a Cloud application, the availability of the hosted environment is fundamental to the continued use of the system.; ; We directly monitor all aspects of application performance and availability. The monitoring tools used are proactive and check application availability on a 24/7 basis and all errors generated during customer usage are automatically emailed directly to our help desk.; ; Our help desk issues email alerts and regular updates to the Customer’s agreed designated personnel until the service is restored. ; ; Any outage is thoroughly investigated. A summary of findings, remedial actions and any lesson learned is shared with customers.

Identity and authentication

• User authentication needed: Yes
• User authentication:
  • 2-factor authentication
  • Username or password
• Access restrictions in management interfaces and support channels: Requests for support and changes are coordinated and managed through a specific and controlled channel. The buyer can designate named users who will be given user administration permissions and direct access to the help desk via email and phone line. An additional registration process is completed for users given access to the help desk.
• Access restriction testing frequency: At least once a year
• Management access 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 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: At least 12 months

Standards and certifications

• ISO/IEC 27001 certification: Yes
• Who accredited the ISO/IEC 27001: Lloyd’s Register.
• ISO/IEC 27001 accreditation date: 15/10/2021
• What the ISO/IEC 27001 doesn’t cover: The administration offices of our software developers, although these offices operate to the principles of ISO 27001. This is an administration office for six employees.
• ISO 28000:2007 certification: No
• CSA STAR certification: No
• PCI certification: No
• Cyber essentials: Yes
• Cyber essentials plus: Yes
• 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: The Cloud application is provided from an ISO 27001 Information Security and ISO 9001 Quality Management Tier III data centre, also including, ISO14001 for Environmental Management, BS OHSAS 18001 for Occupational Health & Safety.; ; We have many processes to enable major issues with the hosting environment to be resolved (including the ability to switch the database to a second hosting site to enable continued use of the system). Availability is continuously monitored. Our hosting includes 24/7 monitoring of all aspects of the hosted infrastructure from firewalls to the servers themselves. Expert Oracle database monitoring is also provided with dedicated monitoring scripts that run 24/7 at regular intervals. We directly monitor all aspects of application performance and availability. Uptime Robot and Nagios monitoring tools are used to check application availability on a 24/7 basis, and all errors generated during customer usage are automatically directed to our helpdesk for resolution.

Operational security

• Configuration and change management standard: Supplier-defined controls
• Configuration and change management approach: CDPSoft operates Project Management processes in accordance with PRINCE2. Our structured Project Management Methodology (CDP PMM) manages projects in a logical organised way, following defined steps. It consists of a set of distinctive management processes, covering the activities from setting off the project on the right track, controlling and managing the project’s progress, to completion of the project.; ; SHARP is a customisable cloud solution and requires very little configuration. There is only one production version of SHARP at any time, except during a rollout period for a new version. The underlying configuration is controlled by property settings and customisable options.
• Vulnerability management type: Supplier-defined controls
• Vulnerability management approach: We use long-established processes that incorporate best practice for the technology stack. This is kept up-to-date by the diligence of a technical director, the DBA team (database), secure data hosting team (architecture) and Independent Security Consultancy (vulnerability and penetration testing). There are separate annual processes for independent external software threat assessment. In addition, every year a full external vulnerability assessment and penetration test is completed by a CREST approved third-party. The data centre team commission regular external independent IT Health Checks to identify potential vulnerabilities or areas for improvement.
• Protective monitoring type: Supplier-defined controls
• Protective monitoring approach: The hosted infrastructure is protected by hardware firewalls and full antivirus protection including host intrusion measures. Denial of Service (DoS) monitoring runs continuously and measures are taken automatically to deal with the threat (e.g. blocking of IP addresses) according to industry best practice. Host Intrusion Prevention (Host IPS) for Servers, monitors and blocks unwanted and suspect activity and threats. It utilises multiple methodologies, including signature and behavioural intrusion prevention, a system firewall, and application-blocking controls with automatic vulnerability shields and security content. 24/7 monitoring and alerting is in operation.
• Incident management type: Supplier-defined controls
• Incident management approach: Incidents are managed through automated alerting using Nagios, infrastructure alerting and a help desk. The majority of incidents are detected by Nagios which sends real-time alerts to our team. Incidents are typically resolved without end customers being aware of their occurrence. Standard working practices exist for incident types such as application errors, memory/CPU thresholds or security/network. The data centre also has layers of monitoring for security incidents, network connectivity and power. Users can report incidents to a help desk (email/telephone). Incidents are closed through normal help desk ticket procedures. Larger incidents have a written response signed off by senior management.

Secure development

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

Public sector networks

• Connection to public sector networks: No

Social Value

• Fighting climate change:

  Fighting climate change

  We are committed to minimising our carbon footprint through our supply chain, working practices and employees. We ensure all company vehicles are electric vehicles (EVs). We ensure paperless communications wherever possible, and we provide our employees with opportunities for recycling. When disposing of electrical equipment such as laptops, phones etc. they securely erased before being made available for recycling. ; ; We are committed to partnering with suppliers that have carbon neutral and carbon negative policies, meet legislation and are proactive in their commitment to the environment.
• Covid-19 recovery:

  Covid-19 recovery

  Our product is an enabler for remote working and enabled vital local support services to continue to be delivered throughout the pandemic. In addition, CDPSoft has retained and will continue to promote diligent remote working practices.
• Tackling economic inequality:

  Tackling economic inequality

  Our software product and sector reflects the social interest of our owners and Board in enabling organisations that work directly in areas of economic difficulty including homelessness, addiction and recovery, support, welfare rights, social care and many other areas.
• Equal opportunity:

  Equal opportunity

  We are committed to actively promoting opportunities that arise across all diversity areas. Our software also has extensive functionality across all diversity areas including, for example, ethnicity, gender, disability, sexual orientation, age, nationality and religion or beliefs.
• Wellbeing:

  Wellbeing

  As a national supplier of software and services to local authorities and non-profit organisations working with marginalised, vulnerable or chaotic individuals or groups, our solutions are often at the heart of integrated models that aim to strengthen health and wellbeing options and outcomes for individuals and communities. ; ; We work alongside our customers to provide them and their service users / citizens / clients with opportunities to collaborate in codesign and delivery, influencing developments and improvements to our software and services that seek to improve delivery and outcomes of health and wellbeing services at a local level. ; ; For example, service user involvement was integral to recent enhancements in our client access portal, which enables service users / citizens / clients to access and update their records and communicate/collaborate with service providers online.; ; The wellbeing of our employees is extremely important to us. We ensure our employees feel valued, listened to and recognised. We support a healthy lifestyle and a healthy work/life balance through, for example, offering the cycle to work scheme and personalised fitness memberships, as well as encouraging employees to take intraday breaks to match their lifestyle (e.g. around school drops) to support mental and physical wellbeing.

Pricing

• Price: £1,000 a unit
• Discount for educational organisations: No
• Free trial available: No

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