Onefile Ltd

OneFile Engage

OneFile Engage is a product that enables customers to identify and reduce learners 'At Risk' via a reporting dashboard of specified metrics, producing a Risk score from OneFile eportfolio data

Features

• Sentiment Monitoring allowing real-time tracking of learner emotions
• Personalised support, adapts to individual learner needs
• integrates employer feedback and involvement directly into learning process
• Enhanced collaboration among learners, tutors & employers
• Comprehensive reporting tool for metrics and progress
• Flexible learning options to accommodate learning preferences
• Data-driven insights
• Micro-interactions: Engage learners through new methods of communications

Benefits

• Reduced drop out rates
• Personalised support enhancing educational studies
• improved institutional reputation
• Cost saving via efficient resource management
• Higher success rates and achievement of learner goals
• Enhanced learner-tutor collaboration
• Stronger industry connections with improved employer engagement
• Improved learner engagement

£2,500 to £20,000 a licence a year

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 Davinder.Aujla@onefile.co.uk. Tell them what format you need. It will help if you say what assistive technology you use.

Framework

G-Cloud 14

Service ID

537523264924698

Contact

Davinder Aujla
0161 638 3876
Davinder.Aujla@onefile.co.uk

Service scope

• Software add-on or extension: Yes
• What software services is the service an extension to: OneFile eportfolio - utilising key metrics to identify 'AT RISK' learners
• Cloud deployment model: Public cloud
• Service constraints: Planned maintenance is completed outside of normal working hours and 2 days notice will be provided for minimal downtime. Uptime is 99.99%
• System requirements: OneFile eportfolio - a live centre

User support

• Email or online ticketing support: Email or online ticketing
• Support response times: SLA will be 12 working hours however, 90% of tickets are responded to within 4 hours.
• User can manage status and priority of support tickets: No
• Phone support: Yes
• Phone support availability: 9 to 5 (UK time), Monday to Friday
• Web chat support: Web chat
• Web chat support availability: 9 to 5 (UK time), Monday to Friday
• Web chat support accessibility standard: None or don’t know
• How the web chat support is accessible: Webb chat functionality is available to all customers via our customer support team, utilising a third party system (Freshworks) that is ISO 27001 compliant. On average over 200 Users per month are supported through the 'live chat' system.
• Web chat accessibility testing: None
• Onsite support: Yes, at extra cost
• Support levels: Training for end users is from £770 (onsite) for a full day and from £120 from remote, in addition to the Onboarding support. ; ; Premier support services for the live centre is £700 per day.; ; We do not offer a technical account manager or a cloud support engineer.
• Support available to third parties: Yes

Onboarding and offboarding

• Getting started: *An allocated onboarding specialist will guide you through the process of setting up the system, feature set up and training. They will be your point of contact if additional support outside of normal tech support enquiry required. *Dedicated onboarding landing page which has user guides and videos to support the onboarding and ongoing process. *Knowledge library with a search function to help users find what they need support with quickly.; *Dedicated onboarding landing page which has user guides and videos to support the onboarding and ongoing process.; ; *Knowledge library with a search function to help users find what they need support with quickly.
• Service documentation: Yes
• Documentation formats:
  • HTML
  • PDF
• End-of-contract data extraction: Users can export the portfolios via html files at any point during the contract. Or a data export can be requested for an additional cost.
• End-of-contract process: Contracts ending invoke a 'read only' period within the designated OneFile centre, during this time the customer can still access the data.; ; Customers are able to export the portfolios into an HTML file at no extra cost. ; If the customer requires Onefile to export the eportfolios for them or receive a data export then this can be negotiated. ; ; OneFile also provide a data hosting solution

Using the service

• Web browser interface: Yes
• Supported browsers:
  • Internet Explorer 11
  • Microsoft Edge
  • Chrome
  • Safari
• Application to install: No
• Designed for use on mobile devices: No
• Service interface: No
• User support accessibility: WCAG 2.1 A
• API: No
• Customisation available: Yes
• Description of customisation: An assigned Centre Manger will have the ability to Brand and assign all system Users.

Scaling

• Independence of resources: We have a production team who monitor systems, they identify any emerging performance issues and take action to ensure it does not escalate. We use rate limiting on APIs and we have fair usage policies in-place.

Analytics

• Service usage metrics: Yes
• Metrics types: 'Real time' reports are available within the OneFile eportfolio interface. reports can also be requested for use in other 3rd party sytem via the OneFile Data Exports.
• Reporting types:
  • Real-time dashboards
  • Reports on request

Resellers

• Supplier type: Not a reseller

Staff security

• Staff security clearance: Other security clearance
• 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: Managed by a third party
• Penetration testing frequency: At least once a year
• Penetration testing approach: Another external penetration testing organisation
• Protecting data at rest: Other
• Other data at rest protection approach: Data at rest protection - data is encrypted using AES-256.; ; Data is stored and processed in the UK data centres operated by Microsoft and Amazon.
• Data sanitisation process: Yes
• Data sanitisation type: Deleted data can’t be directly accessed
• Equipment disposal approach: In-house destruction process

Data importing and exporting

• Data export approach: Users login and request a link for an eportfolio, this is generated in the background and emailed to the user when export is complete.; ; API can be used to push data in to other external systems; ; CSV data exports can also be made available on request
• Data export formats:
  • CSV
  • Other
• Other data export formats:
  • HTML
  • XML
  • JSON
• Data import formats:
  • CSV
  • Other
• Other data import formats: JSON (via API)

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)
  • IPsec or TLS VPN gateway

Availability and resilience

• Guaranteed availability: Service Level Commitment a) The “Monthly Uptime Percentage” for the Services is calculated by the following formula: 𝑈𝑠𝑒𝑟 𝑀𝑖𝑛𝑢𝑡𝑒𝑠 − 𝐷𝑜𝑤𝑛𝑡𝑖𝑚𝑒/𝑈𝑠𝑒𝑟 𝑀𝑖𝑛𝑢𝑡𝑒𝑠 𝑥 100 where Downtime is measured in user-minutes; that is, for each month, Downtime is the sum of the length (in minutes) of each Incident that occurs during Normal Business Hours that month multiplied by the number of Contracted User Subscriptions impacted by that Incident. b) If the Monthly Uptime Percentage falls below 99.93% for any given month, the Customer will be eligible for the following Service Credit: Monthly Uptime Percentage Service Credit < 99.93% 6 hours < 99.86% 12 hours < 99.79% 18 hours < 99.72% 24 hours 3. Service Credit Claim a) The Customer must submit a claim to the Supplier that includes: (i) a detailed description of the Incident; (ii) information regarding the duration of the Downtime; (iii) the number and location(s) of affected users (if applicable); and (iv) descriptions of attempts to resolve the Incident at the time of occurrence. b) The Supplier will issue the Customer with a Credit Note to the value of 1/365th of the Applicable
• Approach to resilience: We use 2 Microsoft Azures data centres (UK South and UK West).; The data centres operate with independent power and networking supplied to their data centres and maintain numerous independent certifications covering the breadth of security.; When setting up our environments in the data centres where possible we use at least the local features to minimise the risk of a local failure, combined with our own processes to backup data to another data centre. In some situations we use some of the Zone Redundancy Features where the protection mechanisms meet our requirements. We load balance users over several servers and also have the ability to increase server resources on demand to accommodate higher demand that may not have been anticipated - we operate with sufficient "headroom" to easily handle more usage than the peak usage we estimate.; ; The DR site has a SQL server constantly restoring configured to achieve our Recovery Point Objective (RPO) of 30 minutes and we have alerts for if there are issues with this. Our Business Continuity plans are designed with a target RTO of 30 minutes, if management choose this course of action needs to be taken.
• Outage reporting: Website - this is kept on completely separate infrastructure operated by a third party in-order to be-able to communicate in the event our infrastructure is unavailable.; Support system - this is also managed by an independent third party enabling to communicate in the event our infrastructure is unavailable.; Twitter; Email announcements; Public dashboard - we have a status page

Identity and authentication

• User authentication needed: Yes
• User authentication:
  • 2-factor authentication
  • Identity federation with existing provider (for example Google Apps)
  • Username or password
• Access restrictions in management interfaces and support channels: Each user role has defined permissions based on what information is required for them to fulfil their role. These can vary from full access, partial access, read only access or no access.; ; If the user does not have the user login for a specific role they are unable to access the information or reports.; ; Users can only access learner data for learners they are responsible for.
• Access restriction testing frequency: At least every 6 months
• Management access authentication:
  • Dedicated link (for example VPN)
  • 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: Between 1 month and 6 months
• Access to supplier activity audit information: Users have access to real-time audit information
• How long supplier audit data is stored for: Between 1 month and 6 months
• How long system logs are stored for: Between 6 months and 12 months

Standards and certifications

• ISO/IEC 27001 certification: Yes
• Who accredited the ISO/IEC 27001: Centre for Assessment
• ISO/IEC 27001 accreditation date: 13/11/2023
• What the ISO/IEC 27001 doesn’t cover: None
• 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: Our ISO27001 covers our entire organisation and within this we have policies and processes covering; * Asset management; * Access Management; * Communications Security; * Physical and Environmental Security; * Operations Security; * Cryptography; * Supplier Relationships; * System Acquisition, Development and Maintenance; * Human Resource Security; * Security Event and Incident Management; * Legal Compliance; * Business Continuity; ; The ISMS rep hold monthly security forum meeting with a designated security team, that includes members of the Senior Leadership Team (SLT); ; We ensure policies are followed through; * Staff sign an information security agreement; * Awareness training when staff join; * On going programme of awareness and annual training programmes; * Internal audits (ISO9001 and ISO27001) to identify policy and process breaches; * Logging of policies breaches with actions taken; * HR actions taken against serious breaches or repeat breaches

Operational security

• Configuration and change management standard: Conforms to a recognised standard, for example CSA CCM v3.0 or SSAE-16 / ISAE 3402
• Configuration and change management approach: Within our ISO27001:2013 we define configuration and change management Policies, Processes and Procedures.; ; Changes to our products go through change management covering planning through to deployment with reviews performed indepedent of the implementing team, and quality checks from the QA team, before sign-off from stakeholders and deployment of the change with an individual taking responsibility for deploying the change and post-implementation monitoring and review.; ; Infrastructure and organisational changes also go through similar change management to ensure that changes are planned, communicated, implemented and then their effectiveness reviewed.
• Vulnerability management type: Conforms to a recognised standard, for example CSA CCM v3.0 or SSAE-16 / ISAE 3402
• Vulnerability management approach: Within our ISO27001 we define vulnerability management Policies, Processes and Procedures this includes ensuring that authoritative sources are monitored daily for new security threats.; ; Emerging security threats which are relevant are logged and risk assessed. Where a recognised security threat exists which we are vulnerable to, we look for a resolution as a priority however sometimes it is necessary to apply mitigation due to the lack of availability of a resolution.; ; In either case the risk mitigation/resolution steps are implemented as soon as possible with the changes deployed through the change management processes.
• Protective monitoring type: Conforms to a recognised standard, for example CSA CCM v3.0 or SSAE-16 / ISAE 3402
• Protective monitoring approach: Within our ISO27001 we have a Monitoring Policy with supporting processes and procedures, these describe Protective Monitoring and Performance/Capacity Management Monitoring.; ; Protective Monitoring is achieved through a combination of systems including user event logging within our software products, aggregation and alerts from the SIEM gathering various log sources (web server error logs, OS events on systems, Firewall event logs etc); ; Some of these systems are monitored in realtime by our Production Team with alerts and dashboards, whilst others are reviewed at the end of each month when creating summary reports.; ; Potential incidents are investigated as the highest priority.
• Incident management type: Conforms to a recognised standard, for example, CSA CCM v3.0 or ISO/IEC 27035:2011 or SSAE-16 / ISAE 3402
• Incident management approach: Within our ISO27001 we have our Security Incidents Policy. All staff are expected to report suspicious activity to the Production Team and/or Management. Users can report via Tech Support or their Centre Manager.; ; Suspected incidents are investigated as highest priority, where validated the incident goes through incident management, where the incident relates to customers (such as availability, integrity or confidentiality of services and data) then customer facing staff are informed of the incident and risk/impact. Customer nominated contacts receive communication explaining the incident as well as service announcements being made through our products.

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 v3.0)

Public sector networks

• Connection to public sector networks: No

Social Value

• Social Value:

  Social Value

  • Equal opportunity
  • Wellbeing

  Equal opportunity

  OneFile maintains strong roots within the Greater Manchester region, having begun in a house in Burnage, relocating to Newton Heath, the Arndale Centre and now Corner Block at the heart of Deansgate. ; ; OneFile have continually supported projects and utilise internal marketing and operational strategies for charities to help secure their future. As well as supporting local projects such as The Moston Brook Project (www.friendsofbroadhurst.org.uk/home-page/moston-brook-project) - enabling access to nature and green space, partnering with Tameside Council to support young people during half term with coding ‘Hackathons’ and forging close links with Levenshulme all-girls school, providing ongoing access to work experience for several years now and will continue to provide careers advice and guidance. ; ; OneFile are a value driven organisation and through these values provide each employee with a ‘volunteer day’ to provide their time to a charity/project enabling OneFile to support others in need of advice, guidance and direction. OneFile are a living wage employer and support employees wellbeing in a variety of ways; a designated team embracing diversity, equality and Inclusion across the business, hybrid operating and “OneFile in Nature” where all employees are encouraged to spend time each day outside.

  Wellbeing

  OneFile maintains strong roots within the Greater Manchester region, having begun in a house in Burnage, relocating to Newton Heath, the Arndale Centre and now Corner Block at the heart of Deansgate. ; ; OneFile have continually supported projects and utilise internal marketing and operational strategies for charities to help secure their future. As well as supporting local projects such as The Moston Brook Project (www.friendsofbroadhurst.org.uk/home-page/moston-brook-project) - enabling access to nature and green space, partnering with Tameside Council to support young people during half term with coding ‘Hackathons’ and forging close links with Levenshulme all-girls school, providing ongoing access to work experience for several years now and will continue to provide careers advice and guidance. ; ; OneFile are a value driven organisation and through these values provide each employee with a ‘volunteer day’ to provide their time to a charity/project enabling OneFile to support others in need of advice, guidance and direction. OneFile are a living wage employer and support employees wellbeing in a variety of ways; a designated team embracing diversity, equality and Inclusion across the business, hybrid operating and “OneFile in Nature” where all employees are encouraged to spend time each day outside.

Pricing

• Price: £2,500 to £20,000 a licence a year
• Discount for educational organisations: No
• Free trial available: No

Service documents

• Pricing document

  PDF

• Service definition document

  PDF

• Terms and conditions

  PDF

Request an accessible format

If you use assistive technology (such as a screen reader) and need versions of these documents in a more accessible format, email the supplier at Davinder.Aujla@onefile.co.uk. Tell them what format you need. It will help if you say what assistive technology you use.