JONES LANG LASALLE LIMITED

iOFFICE IWMS (Integrated Workplace Management System)

SaaS platform with 10 modules: Space management, move management, room reservations, asset tracking, work order and preventative maintainence tracking, visitor management, inventory management, mail room management and insights.

Features

• Real time space utilisation and floor plan visualisation
• Move management: Track costs, requests and schedule moves
• Reservations: enable your workforce to reserve all types of space
• Asset tracking: gain visibility into your real assets and track
• Work order and preventative maintenance tracking
• Visitor Management: register guests, guest notification
• Inventory management: manage orders and quantities of office supplies
• Mail room management: capture and track incoming packages
• Workplace print centre & copy room production
• Insights: real-time dashboards with benchmarks and KPIs

Benefits

• Facilitates a shift to more flexible workplace strategies
• One-truth real-time data means managers have accurate information quickly
• Improves communication across different departments
• Promotes long-term success through improved workplace collaboration
• Maximises and optimises workspace assets, controlling costs
• Improves employee engagement by desk and room booking
• Improves workplace security by print centre & copy room management
• Insights and reports allow strategic planning
• Intuiative Hummingbird app enhances employee experience
• Gain visibility of assets and track entire lifecycle

£10,680 an instance a year

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 christine.houghton@eu.jll.com. Tell them what format you need. It will help if you say what assistive technology you use.

Framework

G-Cloud 13

Service ID

538843974322626

Contact

Christine Houghton
020 7493 4933
christine.houghton@eu.jll.com

Service scope

• Software add-on or extension: No
• Cloud deployment model: Public cloud
• Service constraints: None. Supports all major browsers and maintenance is generally performed without downtime.
• System requirements:
  • Web browser to access the customer's URL via the Internet
  • Latest versions of Internet Explorer, Chrome, Edge, Firefox, and Safari

User support

• Email or online ticketing support: Email or online ticketing
• Support response times: JLL offers a range of support tiers. Weekend support can be provided if required. As an example, the SLA for and Urgent issue is 15 minutes, High is 2 business hours, Normal is 4 business hours and Low is 8 business hours.
• 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: 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: 24/7/365 support for outage situations is available through a support hotline. General end user questions, general technical support, and processes is managed during business hours M-F 8-5 EST. Online issue reporting tools will be provided to you upon the execution of a contract allowing for break-fix, enhancement, general questions, etc. to be submitted and assigned for resolution. SLAs are determined and agreed upon ahead of time and recurring meetings are held to review outstanding requests to ensure your highest priorities are our highest priorities.
• Web chat accessibility testing: N/A
• Onsite support: Yes, at extra cost
• Support levels: JLL offers support tiers. Standard support includes unlimited technical support. Silver, Gold and Platinum support models offer additional training, application support and configuration hours. Cloud support is also provided.
• Support available to third parties: Yes

Onboarding and offboarding

• Getting started: Plan: Kick-off project and map out high level implementation schedule ; ; Analyse: Workflow analysis and design workshops to understand business process;; ; Configure: Configure the application to workflows and specifications; ; ; Transition: Perform integration testing, user training onsite or online, and deploy solutions for go-live;; ; Aftercare: Provide technical and functional support, account management and system enhancements
• Service documentation: Yes
• Documentation formats:
  • HTML
  • PDF
  • Other
• Other documentation formats: User guides in power point,PDF and Word.
• End-of-contract data extraction: At the end of contract data is returned to the client in a flat file format prior to being deleted at iOFFICE.
• End-of-contract process: At the end of contract data is returned to the client in a flat file format prior to being deleted at iOFFICE according to NIST standards.

Using the service

• Web browser interface: Yes
• Supported browsers:
  • Internet Explorer 11
  • Microsoft Edge
  • Firefox
  • Chrome
  • Safari
  • Opera
• Application to install: No
• Designed for use on mobile devices: Yes
• Differences between the mobile and desktop service: Hummingbird is a User Experience app, designed to allow employees to utilise reservations, space, work orders, visitor management and mail. All other modules have operator and admin apps designed to streamline their workflows. SSO is available for the web client. SSO is not supported by the Mobile App. The mobile app utilises a one-time token sent to the employee's email when logging in for the first time.
• Service interface: Yes
• User support accessibility: None or don’t know
• Description of service interface: IOFFICE is accessible via browser or mobile app. Mobile apps are available via the Google Play or Apple App store, and are thin-client presentation layers with no data stored on the actual devices.
• Accessibility standards: None or don’t know
• Description of accessibility: IOFFICE relies on the technical capabilities of a user's browser to make our applications "accessible" to individuals with disabilities.; Work to comply with WCAG is slated to begin on the iOFFICE roadmap for roughly sometime in 2023 (NOTE: the timing of this is subject to change at iOFFICE's sole discretion).
• Accessibility testing: None to date
• API: Yes
• What users can and can't do using the API: Customer can use the iOFFICE REST API. ; ; Additional iOFFICE supported API's can be found at https://ioffice.github.io/api/; ; APIs exist for all modules and most key functions.
• API documentation: Yes
• API documentation formats: HTML
• API sandbox or test environment: Yes
• Customisation available: Yes
• Description of customisation: Configuration of the application can be done by designated admin users. Configuration changes (i.e. data field additions/modification, workflow, etc) are done through the standard graphical user interface and do not require any technical programming knowledge.; ; Customers can customize iOFFICE with the proper Admin training. Configuration of the application can be done by designated admin users. Configuration changes (i.e. data field additions/modification, workflow, etc) are done through the standard graphical user interface and do not require any technical programming knowledge.

Scaling

• Independence of resources: The application is fully redundant to allow for high availability, with metrics for the past six months published at https://support.iofficecorp.com/Integration/Troubleshooting/iOFFICE_Uptime_Availability_-_Status_Page further information can be provided upon request; ; SLAs are defined in the contract and are commensurate with the products and services you license. Our standard SLA is 99.5% monthly uptime.

Analytics

• Service usage metrics: Yes
• Metrics types: Metrics are available for a rolling 6-month period at https://support.iofficecorp.com/Integration/Troubleshooting/iOFFICE_Uptime_Availability_-_Status_Page
• Reporting types:
  • API access
  • Real-time dashboards
  • Regular reports
  • Reports on request

Resellers

• Supplier type: Reseller providing extra support
• Organisation whose services are being resold: IOFFICE

Staff security

• Staff security clearance: Other security clearance
• Government security clearance: Up to Developed Vetting (DV)

Asset protection

• Knowledge of data storage and processing locations: Yes
• Data storage and processing locations: Other locations
• 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: Another external penetration testing organisation
• Protecting data at rest:
  • Encryption of all physical media
  • Other
• Other data at rest protection approach: TDE at the database level at rest
• 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: Electronically to iOffice for processing at Azure data center
• Data export formats: Other
• Other data export formats:
  • API
  • Scheduled reports via the Insights Module
  • Export process
• Data import formats: Other
• Other data import formats:
  • API
  • Scheduled Reports via the Insight Module
  • Export Process

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: The application is fully redundant to allow for high availability, with metrics for the past six months published at https://support.iofficecorp.com/Integration/Troubleshooting/iOFFICE_Uptime_Availability_-_Status_Page.; ; SLAs are defined in the contract and are commensurate with the products and services you license. Our standard SLA is 99.5% monthly uptime.
• Approach to resilience: Primary data center is Azure South Central US with backups at Azure North Central US.; ; App servers are rebuilt nightly using the latest available image to prevent malware from persisting in the environment. Network firewalls are configured with deny-by-default rules and all unused ports closed. Network is segmented into security groups with app servers isolated from database servers and other infrastructure. The network is monitored 24x7x365 for unusual traffic using OMS and Instana, and automated triggers are configured to block DDoS attempts and alert the appropriate teams to potential issues. ClamAV is installed on the file server to prevent files containing malicious code from being stored in the application environment.; ; Refer to Application Support and Business Continuity and Business Cont. and Disaster Recovery - Data Center.
• Outage reporting: We actively monitor for outages and a public facing web address is available to view availability of the service. Outages are communicated to the relevant customer employees by email.

Identity and authentication

• User authentication needed: Yes
• User authentication:
  • 2-factor authentication
  • Identity federation with existing provider (for example Google Apps)
  • Username or password
  • Other
• Other user authentication: MFA via SAML 2.0
• Access restrictions in management interfaces and support channels: The access of to data, channels, and interfaces are through principle of least privilege.
• Access restriction testing frequency: At least every 6 months
• Management access authentication:
  • 2-factor authentication
  • Public key authentication (including by TLS client certificate)
  • Username or password
  • Other
• Description of management access authentication: VPN, MFA via SAML 2.0, TLS 1.2

Audit information for users

• Access to user activity audit information: Users contact the support team to get 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: Between 1 month and 6 months

Standards and certifications

• ISO/IEC 27001 certification: Yes
• Who accredited the ISO/IEC 27001: BSI
• ISO/IEC 27001 accreditation date: 24/01/2022
• What the ISO/IEC 27001 doesn’t cover: N/A
• ISO 28000:2007 certification: No
• CSA STAR certification: No
• PCI certification: No
• Cyber essentials: No
• Cyber essentials plus: No
• 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
  • Other
• Other security governance standards: NIST, GDPR, SOC 2
• Information security policies and processes: We have developed and maintain policies in accordance with ISO 27001 standards.

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: IOFFICE is an evergreen application that is developed using Agile methodology. The weekly updates are developed using OWASP standards and according to a secure Software Development Lifecycle. Changes are first released to development, QA, and preproduction environments for testing and moved to production once the changes are approved. As a secondary check to internal testing, all changes undergo third-party vulnerability scanning prior to being released to production. This process allows us to maintain a high level of consistency and control over our product and is just one example of our overall change management strategy.
• Vulnerability management type: Conforms to a recognised standard, for example CSA CCM v3.0 or SSAE-16 / ISAE 3402
• Vulnerability management approach: Scanning - weekly; ; Patching - Monthly; ; Immediate patch for critical vulnerabilities; ; Network Penentration Tests - Annually; ; Regular Proactive Log Reviews
• Protective monitoring type: Conforms to a recognised standard, for example CSA CCM v3.0 or SSAE-16 / ISAE 3402
• Protective monitoring approach: OMS is used for system monitoring, the network is segmented into Network Security Groups (NSGs) at each layer, and VMSS servers are refreshed daily to eliminate the potential for persistent threats on the network. Additionally, we use a variety of tools internally to monitor the application for issues, such as Instana, with automated triggers built in to alert the appropriate teams to respond. Furthermore, we have daily scans performed on the application by a third-party (Veracode)
• 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: Please see attached Information Security Policy.

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

Social Value

• Fighting climate change:

  Fighting climate change

  JLL is determined to play a full part in mitigating climate change. In addition to our own sustainability target, through the advice and services we provide to our clients, we will work to fulfil our corporate purpose of shaping the future of real estate for a better world.; ; JLL has a net zero carbon target certified by the Science Based Targets initiative (SBTi). In 2021, by signing The Climate Pledge, we committed to achieving net zero carbon emissions by 2040 across all areas of our operations, including the client sites we manage globally.; ; In November 2021, the annual UN Climate Change Conference (COP26) in; Glasgow provided a forum to discuss the fight for climate change. JLL was honoured to attend COP26 and to be appointed as one of the built environment leads for the High-Level Climate Champions team to rally business leadership towards a net zero carbon and resilient built environment. JLL’s efforts included engaging with stakeholders to encourage them to align their climate commitments with the UN Race to Zero campaign.; ; Our conversations at COP26 were focused on the role of commercial buildings in addressing climate change. We welcomed many positive outcomes from COP26. Many countries committed to new net zero targets, with 90% of emissions now covered by; a net zero target. ; ; While COP26 confirmed that the real estate industry is making progress,; there’s still a long way to go. By partnering with the World Economic; Forum, JLL has established 10 Green Building Principles to guide real; estate investors and occupiers on how to implement and achieve their; net zero portfolios. Simplifying the process using a roadmap offers; the potential to accelerate action across every across all industries, asset types and regions.
• Covid-19 recovery:

  Covid-19 recovery

  JLL has a strong commitment to contributing positively to society. During and post the COVID-19 crisis we have supported our employees, our clients and their communities through those challenging times. ; Battles like Covid-19 often help people focus on what's truly important. We are a company comprised of human beings and it is important to understand how a crisis can impact us and how we do business. Covid has raised concerns around employee burnout, safety and well-being, as well as questions about finding and retaining talent.; For employees, JLL’s return-to-work guidance is underpinned by our “Flex for your Day” policy. Flex for your Day is about agreeing where and when work is done in a way which works for the employee role, the team and clients. Flex for your Day empowers employees to agree informal changes to their working pattern with their manager. This includes working from work or a location other than the contracted office and/or temporary flexibility in your usual working hours. ; JLL is also supportive of employees who wish to pursue a formal change to their working arrangements post-Covid and employees may formally request such a change.; As a technology company, JLL is using the latest technology to support the comfort, well-being and security of employees as they return to the office. These include technology for occupancy planning and monitoring, booking resources such as a locker or desk, social distancing, employee experience and office hygiene. At our facilities, JLL promotes social distancing, enhance cleaning protocols, and temperature screening.; In parallel, JLL supports its client by deploying for them technology solutions to ensure the safety of their staff and compliance with local occupancy and health regulations. Our solutions address areas such as managing Covid-19 procedures, ensuring compliance, optimising cleaning, PPE tracking, employee communications and contact management.
• Tackling economic inequality:

  Tackling economic inequality

  We are working with clients and charity partners to make an impact on social issues that matters to us to advance economic inequality. We are focused on contributing to a world where quality of life and social resilience is improved across all communities.; In the UK JLL have partnered with Crisis as our national charity partner since 2017. The partnership raised over £1.28 million to help over 1,300 people into housing, and has seen us collaborate on a range of initiatives to try and create sustainable solutions to end homelessness. ; The partnership has seen JLL lend its property expertise and influence to support Crisis’ Plan to End Homelessness, as well as providing strategic input to Crisis’ Best Practice, Policy, Retail and Senior Management teams. JLL also worked pro bono to establish a new location for the Crisis UK Skylight centres in London and Edinburgh, creating a truly holistic collaboration across all areas of Crisis services and JLL teams.; JLL colleagues climbed mountains, hiked hills and organised countless raffles, bake sales and quizzes for Crisis. Our fundraising specifically funds housing coaches in each of the Crisis Skylight centres across the UK, who are dedicated to giving more people access, support and advice on housing. ; Many JLL staff have also volunteered with Crisis, working directly with people transitioning out of homelessness.; JLL also contributed to a feasibility study for an innovative solution to end homelessness – 'Housing First' – which informed the Government's £28 million investment to Housing First.
• Equal opportunity:

  Equal opportunity

  JLL is committed to a work environment where our people and clients feel valued, welcome and comfortable being themselves. Promoting equality and ensuring we have an inclusive culture where we recognise and address unconscious bias or prejudice – whether involving race, sex, background, disability, sexuality, or other factors - creating a supportive environment that drives innovation, creativity and results.; JLL’s commitment to diversity and inclusion includes initiatives and trainings throughout the year. For example, regions hold unconscious bias trainings, celebrate Diversity & Inclusion Week, Black History Month, National Coming Out Day and International Day Against Homophobia, Transphobia and Biphobia. ; In 2018, we successfully established and committed to a goal to improve representation of females in senior leadership over the next three years. We also developed a three-year global strategy to build a more diverse talent pipeline. We have made considerable progress in gender balance at the executive level, increasing our women in leadership by five points, from 12.9% to 18.1%. Despite the additional pressures on caregivers during the Covid-19 lockdowns, we maintained stability in our gender representation numbers and further committed to developing the internal pipeline of diverse talent: in 2020, women account for 50% of our promotions in executive leadership roles. ; Our global toolkit for LGBTQ and Pride branding, campaign assets and marketing materials enables business and local initiatives.; JLL has published its first Ethnicity Pay Gap (EPG) report in the UK entitled Ethnicity Pay Gap Report 2020: Race Action Plan. As part of the report, JLL has published its Race Action Plan that it has put in place to narrow the EPG. This includes targets to ensure that 15% of employees and 10% of directors are from ethnically underrepresented groups by 2025. JLL wants to ensure it is a place where everyone from all backgrounds and perspectives succeeds.
• Wellbeing:

  Wellbeing

  At JLL, we want our people to feel supported, engaged and healthy. Well-being is critical. This fuels performance and drives business results. We take care of each other. We support our employees and their mental, physical, and financial well-being with our online Well-being toolkit. ; With ongoing programming – including a webinar series, tips and tricks, and e-learning content and beyond – our employees have a library of wellbeing resources at their fingertips (whether they’re in the office or working from home). Webinars include topics for Inspiring Well-Being, Stress Management, Building Resilience, Reducing Financial Risk, Inclusion and Diversity, and Flexible Working. We encourage our workforce to stay in the moment, focus on what you can control, set boundaries, take time to unplug and change your perspective. ; JLL is the first corporate occupier in the world to receive a WELL Portfolio Score from The International WELL Building Institute (IWBI) by applying the WELL Building Standard to its own office portfolio.

Pricing

• Price: £10,680 an instance a year
• 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 christine.houghton@eu.jll.com. Tell them what format you need. It will help if you say what assistive technology you use.