FRONTLINE DATA LIMITED

SLA Online for Family Hubs

SLA Online for Family Hubs will enable your local authority to provide a single 'front door' that supports local families, allow you to empower and engage with partners, meet your statutory obligations, streamline processes, reduce administration and demonstrate funding impact. The solution is off-the-shelf, fully hosted and instantly deployable.

Features

• Services - Publish/manage information about all services and partners
• Resources - Information/Document management with automated restrictions
• Comms - News, blogs, newsletters, forums, and messaging
• Training - Management, advertising, bookings and CPD records
• eLearning Module - Include eLearning courses and online meetings
• eLearning - SCORM integration, online meeting management, video courses
• Secure solution with configurable access groups and roles
• Support for a broad range of partners and service providers
• Responsive & Accessible - Multi-device support, compliant with WCAG 2.2+
• Security & Compliance - Peace of mind and GDPR compliant

Benefits

• Offer a one-stop-shop to families in your local authority
• Launch your website almost instantly and build content over time
• Unify Services, Comms, Resources and Training in one platform
• Empower families and partners with the information they need
• Demonstrate funding impact through powerful reporting and dashboards
• Manage services, news, resources and training on any device
• Quickly understand and analyse customers and transactions
• Tailored user experience for the needs of families and partners
• Actively influence the system's evolution through development ideas and voting
• Membership to the largest traded services network in the country

• Education pricing 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 finance@frontlinedata.co.uk. Tell them what format you need. It will help if you say what assistive technology you use.

Framework

G-Cloud 15

Service ID

530647432201993

Contact

Mike Goulding
03300245601
finance@frontlinedata.co.uk

About your service

• Service categories:

  Applications

  Content workflow and management

  • Document

  Content services

  • Enterprise Content Management Applications
  • Content Sharing and Collaboration Applications

  Persuasive content management

  • Website Software
  • Product Content Management Applications
  • Content Marketing Applications
  • Digital Adoption Platform

  Enterprise portals and digital workspaces

  • Multi-Audience Portals
• 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: SLA Online
• Cloud deployment model: Public cloud
• Service constraints: Available 24/7 with planned and reactive maintenance windows
• System requirements:
  • Unlimited user licences included as standard
  • Publish unlimited services, training, news, resources
  • Supports any modern browser: desktop, tablet or mobile
  • Works through corporate VPNs

User support

• Email or online ticketing support: Yes
• Support response times: Mon - Fri, 09:00 - 17:00, 30 min response times.; ; Tickets can be logged out of these hours and will be responded to the next working day.
• User can manage status and priority of support tickets: Yes
• Online ticketing support accessibility: WCAG 2.2 AA
• Phone support: No
• Web chat support: No
• Onsite support: No
• Support levels: All tickets receive responses from our in-house Customer Success team within 30 mins. The majority of tickets are resolved within the hour. Clients can allocate up to 5 administrators who can log tickets and communicate with the Customer Success team on behalf of their organisation. Tickets can be raised for 'How do I' queries or to report 'Errors'. ; ; Clients also have two complimentary Customer Success meetings per annum where they can meet with the Customer Success manager to discuss project progress, plans for the future, best practice and contract queries. ; ; There is no additional cost for this service.
• Support available to third parties: No

Onboarding and offboarding

• Getting started: Tried and tested Launch Plan is prepared for each new client. This details training requirements and data migration tasks. A comprehensive knowledge base is available at all times and a programme of online training will be prepared based on the client's launch plan. Alongisde this the helpdesk is available as well as our regular, live, community sessions and client forum.
• Service documentation: Yes
• Documentation formats: HTML
• End-of-contract data extraction: The system has a vast number of reports, all of which can be used to extract data whenever the client requires. At the end of the contract a complete extract of the database will be provided via Excel / CSV format as an archive.
• End-of-contract process: Guidance is provided to support the client's planned close down of the service. One database extract is provided on agreement with the client.
• Documentation accessibility standard: WCAG 2.2 AA

Using the service

• Web browser interface: Yes
• Supported browsers:
  • Microsoft Edge
  • Firefox
  • Chrome
  • Safari
  • Opera
• Application to install: No
• Designed for use on mobile devices: Yes
• Differences between the mobile and desktop service: There is feature parity between the mobile and desktop browser experience.
• Service interface: No
• User support accessibility: WCAG 2.2 AA
• API: Yes
• What users can and can't do using the API: Clients can utilise an API for retrieving/displaying public information relating to Training, News and Services. The API is continually under development and we're accepting development requests from users. There is an additional charge for the use of the API, specified within the Pricing.
• API documentation: Yes
• API documentation formats:
  • HTML
  • ODF
  • PDF
• API sandbox or test environment: No
• Customisation available: Yes
• Description of customisation: All of the data is entered by the client. This includes all of the tags/categorisation that drives the reports and management. The client can also customise the layout of most pages, change the branding and colour scheme, as well as upload any associated imagery. Responsibility can be shared by administrators for high level decisions to service providers for individual page customisation. All updates are made via the system with no coding knowledge required.

Scaling

• Independence of resources: Built on a robust, multi-tenant architecture designed to ensure consistent performance for all users, regardless of demand. Our platform can be quickly scaled as demand grows to maintain service quality. Continuous monitoring and proactive alerts allow us to address potential issues before they affect users, with regular reviews to ensure infrastructure meets current and forecasted demand.

Analytics

• Service usage metrics: Yes
• Metrics types: There are a multitude of reports, dashboards and graphs designed to show system usage. These can be configured and filtered and made available to system administrators or other users as required.
• Resource tagging: Yes
• FOCUS resource tagging: Yes

Resellers

• Supplier type: Not a reseller

Staff security

• Staff security clearance: Staff screening not performed
• Government security clearance: None

Asset protection

• Knowledge of data storage and processing locations: Yes
• Data storage and processing locations:
  • United Kingdom
  • European Economic Area (EEA)
• 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 CREST-approved service provider
• Protecting data at rest:
  • Physical access control, complying with CSA CCM v4.0
  • Physical access control, complying with another standard
  • Encryption of all physical media
• Data sanitisation process: Yes
• Equipment disposal approach: Complying with a recognised standard, for example CSA CCM v4.0, CAS (Sanitisation) or ISO/IEC 27001
• Data sanitisation type:
  • Deleted data can’t be directly accessed / Cryptographic Erasure
  • Data Erasure
  • Physical Destruction / Hardware containing data is completely destroyed

Data importing and exporting

• Data export approach: Data is exported via the numerous system reports and can be extracted via Excel and/or PDF depending on the report.
• Data export formats:
  • CSV
  • ODF
• Data import formats:
  • CSV
  • ODF

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: Operating a 99.9% guaranteed availability SLA which will be tailored and aligned with the needs of the Local Authority.
• Approach to resilience: Hosted on Microsoft Azure, leveraging its globally distributed, enterprise-grade infrastructure to ensure high availability and fault tolerance. Our architecture uses Azure SQL Managed Instances with built-in redundancy and automated failover, reducing the risk of service disruption. ; ; Data is stored in secure, resilient environments with backups and continuous monitoring. Azure’s compliance with ISO 27001 and other recognised standards underpins our security and resilience posture.; ; We implement proactive measures including scalable resources, and regular vulnerability assessments to maintain service integrity and performance. Access to production systems is restricted via Azure Active Directory with role-based permissions, ensuring controlled and secure operations. ; ; Further information can be provided upon request.
• Outage reporting: Utilising Microsoft Azure’s Service Health to monitor outages, which also provides visibility into regional and service-level incidents.; ; In addition, we configure email alerts through Azure Service Health notifications and Microsoft Defender for Cloud, ensuring that we receive timely updates on any service disruption or vulnerability affecting availability.; ; We make incident, outage and availability data available to our clients as required through our live uptime dashboard, via our helpdesk platform and through email alerting, where more information can be distributed. ; ; Our approach ensures transparency and rapid communication during outages, helping customers plan and respond effectively.

Identity and authentication

• User authentication needed: Yes
• User authentication:
  • Multi-Factor Authentication (MFA)
  • Username or password
• Access restrictions in management interfaces and support channels: Enforces strict access controls across all back end management interfaces with administrative access limited to authorised personnel through Azure Active Directory role-based permissions.; ; All server level privileged accounts require multi-factor authentication (MFA), as mandated by Microsoft for Azure resource management. ; ; Support channels operate through secure ticketing and encrypted communication. Sensitive actions and direct database access is restricted to selected Azure AD logins and protected by Azure Bastion for secure remote administration. ; ; This approach aligns with best practice for identity and access management, ensuring that only verified and authorised individuals can manage or support the service.
• Access restriction testing frequency: At least every 6 months
• 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: 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: At least 12 months
• How long system logs are stored for: At least 12 months

Security governance

• Named board-level person responsible for service security: Yes
• Security governance certified: No
• Security governance approach: Our security governance framework aligns with ISO/IEC 27001 (Information Security Management System) and incorporates controls from ISO/IEC 27034 (Application Security) and the NCSC Cloud Security Principles. Senior leadership oversees clear roles and responsibilities for managing security risks. We maintain documented policies covering access control, incident response, and secure development, reviewed annually to ensure compliance and improvement. Regular audits, penetration testing, and vulnerability scans validate effectiveness. Staff receive mandatory security training, including GDPR and secure coding practices. Continuous monitoring and improvement processes keep us aligned with government codes and international standards, ensuring robust governance and proactive risk management.
• Information security policies and processes: The company operates within an overarching Information Security Policy aligned with GDPR, Cyber Essentials and NCSC principles. These policies govern all aspects of data handling, system access, and operational security. They include clear requirements and policies for access controls, encryption, vulnerability management, data protection/retention, secure development, and incident response.; ; The Technical Director is accountable for information security governance and policy enforcement. Day-to-day compliance is monitored by our Development Manager and Team Leaders, with escalation paths defined for any security incident. All staff receive security awareness training.; ; Policies are reviewed annually and audited internally to ensure adherence. Access controls are enforced through Azure Active Directory, multi-factor authentication, and role-based permissions. Regular vulnerability assessments and patch management processes are documented and tracked to maintain compliance.; ; This structured approach ensures that security policies are not only documented but actively implemented and monitored.
• Software Security Code of Practice: Yes

Operational security

• Configuration and change management standard: Supplier-defined controls
• Configuration and change management approach: All components of the service are tracked throughout their lifecycle using Azure DevOps pipelines and version-controlled repositories. This ensures every configuration item is documented, monitored, and auditable.; Changes are managed through a formal Change Control Policy, which includes:; ; Proposed change undergoes a security impact review to identify potential vulnerabilities or compliance risks. Changes require authorisation from the Technical Director before implementation. Updates tested in a staging environment before deployment, with rollback procedures in place. ; ; This approach ensures that any modifications are assessed for security implications before being applied, aligning with best practice for operational resilience.
• Vulnerability management type: Supplier-defined controls
• Vulnerability management approach: Vulnerabilities are managed using Microsoft Defender for Cloud and Azure Security Centre. Continuous threat assessment is performed via automated vulnerability scans on Azure SQL Managed Instances and virtual machines, with alerts triaged immediately. Critical patches are deployed within 24 hours; other updates follow a defined SLA. ; ; Threat intelligence is sourced from Microsoft Security Advisories, CVE databases, NCSC guidance and the Police CyberAlarm. All traffic is encrypted in transit using TLS 1.2 and MACsec between datacentres.
• Protective monitoring type: Supplier-defined controls
• Protective monitoring approach: We use Microsoft Defender for Cloud for continuous protective monitoring. Potential compromises are identified through real-time alerts from SIEM analytics, anomaly detection, and log correlation across Azure resources. ; ; When a threat is detected, our incident response process follows NCSC guidelines: immediate isolation, root cause analysis, and remediation. Critical incidents are escalated within minutes, with full resolution targeted within our agreed SLAs. All activities are logged for audit and compliance. This approach ensures rapid detection and response aligned with ISO 27001 and Cyber Essentials requirements.
• Incident management type: Supplier-defined controls
• Incident management approach: We operate an ITIL-aligned incident management framework designed to restore normal service quickly and minimise business impact. Pre-defined workflows exist for common events such as service outages and security incidents, with clear categorisation, prioritisation, and escalation paths. ; ; Users can report incidents via our secure support portal, 24/7. All incidents are logged in a central system for traceability, and critical issues are escalated immediately. ; ; Formal incident reports, including root cause analysis and corrective actions, are provided through secure channels within agreed timelines. Our approach supports ISO 27001, Cyber Essentials Plus, and UK government security principles.
• Post-quantum cryptography secure: Yes

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

Pricing

• Discount for educational organisations: Yes
• 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: 5%
• Between £500,001 and £1,000,000: 10%
• Between £1,000,001 and £2,500,000: 10%
• Between £2,500,001 and £5,000,000: 10%
• Over £5,000,001: 10%

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: 060bfe9b-15e5-4246-8ed8-dfff40f35c80
• Cyber essentials plus: Yes
• Please provide your Cyber Essentials Plus Certificate Number: 9a2742d1-310d-4dc1-aee6-6225ae9ee6e2
• Other security certifications: Yes
• Any other security certifications:
  • Microsoft Azure Certified ISO/IEC 27001
  • Microsoft Azure Certified ISO/IEC 9001

Social value

• Section B - Commitment for Future: Delivery:

  • 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
    • Ensuring new workers are informed of their right to join a trade union
    • Monitoring of employee engagement rates (by protected characteristic) and, where necessary, the development of actions to ensure all voices are heard across the diversity of the workforce
    • 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
    • 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
    • Support for educational attainment relevant to the contract, including training schemes that address skills gaps and result in recognised qualifications
    • 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
    • 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 to ensure business decisions re: price/cost, short lead times, payment timescales do not create modern slavery risks in the supply chain

  • 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 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

  • 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 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
    • 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
    • Measures to involve local stakeholders and/or users in design (e.g. in the design of services, systems, products or buildings)
    • Measures to engage users and communities and build relationships to increase community integration build trust and influence how the contract is delivered
    • Plans to respond flexibly and adapt approaches to community engagement and initiatives
    • Support for community-led initiatives relevant to the contract. Illustrative examples: improving transport links; reducing loneliness; helping with English language proficiency; and facilitating social mixing among people with different backgrounds

  • 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.

    • Understanding of opportunities for additional environmental benefits delivery in the performance of the contract, including working towards net zero carbon emissions and use of clean energy and green technologies
    • Understanding of how to influence staff, suppliers, customers, communities and/or any other appropriate stakeholders through the delivery of the contract to support climate and nature protection and improvement

  • 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
    • 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
    • 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
    • Working conditions which promote an inclusive working environment and promote retention and progression
    • 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

  • 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 the issues affecting the development of new skills by target cohort
    • Understanding of issues relating to entering the contract workforce

  • 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
    • Actions to invest in the physical and mental health and wellbeing of 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 finance@frontlinedata.co.uk. Tell them what format you need. It will help if you say what assistive technology you use.