PDMS Limited (Professional Data Management Services Limited)

Advanced Case Management Service

PDMS' Case Management Solutions use GoPro's low-code, high configuration, advanced case management solution (ACM) platform. ACM is focused on delivering transformational efficiency improvements, with a focus on solutions for grant management, fraud investigation and inspection management, achieved through innovative use of data and rules case process automation.

Features

• Easy registration with ready case templates
• Tasks and workflows
• Ad hoc process management
• Document, content and email management and template management
• Contact and relationship management
• BI and reporting
• Rules management
• Process automation, AI scheduling and resource optimisation
• Self-service 3rd party stakeholder collaboration
• 100% service enabled

Benefits

• Low code, high configuration
• Low risk, rapid implementation digital transformation
• Efficiency gains through scheduling & optimisation
• Up to 80% out of the box service delivery

£14.15 to £67.14 a user a month

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

Framework

G-Cloud 14

Service ID

546984878185851

Contact

Catriona Watt
+44 (0) 1624 664000
saasenquiries@pdms.com

Service scope

• Software add-on or extension: No
• Cloud deployment model:
  • Public cloud
  • Private cloud
  • Community cloud
  • Hybrid cloud
• Service constraints: None
• System requirements: Access to internet to use the solution

User support

• Email or online ticketing support: Email or online ticketing
• Support response times: A response to a support request can typically be expected to be received within four working hours of the support call being raised, however PDMS will work to agree SLAs with the buyer and can provide higher levels of service where required.
• 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: No
• Onsite support: Yes, at extra cost
• Support levels: As standard, PDMS provide support 09.00 - 17.00 Monday to Friday excluding UK bank holidays. The support level depends on the type and scope of the solution being supported, and the support hours required. Please see they SFIA rate card for our standard rates. Technical account management/support engineers are available where required.
• Support available to third parties: Yes

Onboarding and offboarding

• Getting started: We will work with the you and help identify the on-boarding services that align with your digital transformation strategy and objectives. On-boarding services often include assistance in user story refinement, configuration support, data migration assistance, super user and end user training. Further documentation such as the online WIKI and in system guidance helps ensuring that the desired business out comes is realised quickly.
• Service documentation: Yes
• Documentation formats:
  • HTML
  • ODF
  • PDF
• End-of-contract data extraction: At the end of the contract we can provide data in multiple ways. Data can be provided as a SQL database which contains all raw system data and all file attachment delivered on to a file drive or data in XML form with the file attachments included on to a file drive.
• End-of-contract process: The data extraction and delivery is a standard service, where we will work with you to determine which method is most appropriate. This service is provided on a time and material basis unless otherwise agreed at the time of contracting.

Using the service

• Web browser interface: Yes
• Supported browsers:
  • Microsoft Edge
  • Chrome
  • Safari
• Application to install: No
• Designed for use on mobile devices: Yes
• Differences between the mobile and desktop service: Responsive mobile UI
• Service interface: Yes
• User support accessibility: WCAG 2.1 AA or EN 301 549
• Description of service interface: The solution is fully (100% of system functionality) available through web services API. This includes REST API and SOAP.
• Accessibility standards: WCAG 2.1 AA or EN 301 549
• Accessibility testing: Testing is made to ensure WCAG 2.2 AA compliance. Further support for assistive tools including Dragon Naturally Speaking, JAWS and Magic.
• API: Yes
• What users can and can't do using the API: 100% of system functionality is available via a service API (RESTFUL and SOAP).
• API documentation: Yes
• API documentation formats:
  • Open API (also known as Swagger)
  • HTML
  • ODF
  • PDF
  • Other
• API sandbox or test environment: Yes
• Customisation available: Yes
• Description of customisation: The solution is highly configurable and provides the customer flexibility to adapt the solution without coding. This means that the customer can configure a very wide range of solution elements. This include forms and document templates, additional meta data, drop down lists, system views, processes (via graphical BPMN designer), rules and decision tables, AI optimisation constraints, etc.

Scaling

• Independence of resources: PDMS can either host on a highly resilient infrastructure using multiple storage, memory and processing units across multiple locales or on premise if requested by the customer.; ; Each client instance will be allocated dedicated resources which are not impacted by other users and allow scaling.

Analytics

• Service usage metrics: Yes
• Metrics types: To be agreed as part of onboarding process.
• Reporting types: Reports on request

Resellers

• Supplier type: Reseller providing extra features and support
• Organisation whose services are being resold: GoPro

Staff security

• Staff security clearance: Other security clearance
• Government security clearance: Up to Security Clearance (SC)

Asset protection

• Knowledge of data storage and processing locations: Yes
• Data storage and processing locations:
  • United Kingdom
  • European Economic Area (EEA)
  • Other locations
• User control over data storage and processing locations: Yes
• Datacentre security standards: Supplier-defined controls
• Penetration testing frequency: At least every 6 months
• Penetration testing approach: In-house
• Protecting data at rest: Other
• Other data at rest protection approach: Secure Tier 3 Data centres Secure containers, racks or cages Physical access control Encryption of Physical media Safe destruction of physical media.
• Data sanitisation process: Yes
• Data sanitisation type:
  • Explicit overwriting of storage before reallocation
  • Deleted data can’t be directly accessed
• 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: The user can search and filter on the data in the system to define the desired data set, which then can be extracted by the user via spreadsheets. Data can also be extracted as XML.
• Data export formats:
  • CSV
  • Other
• Other data export formats: XML
• Data import formats:
  • CSV
  • Other
• Other data import formats: XML

Data-in-transit protection

• Data protection between buyer and supplier networks:
  • Private network or public sector network
  • TLS (version 1.2 or above)
  • IPsec or TLS VPN gateway
• Data protection within supplier network:
  • TLS (version 1.2 or above)
  • IPsec or TLS VPN gateway

Availability and resilience

• Guaranteed availability: The Service Availability is set at 99.9% The Service Availability stated above is the percentage of the time the Service is available for use when measured over any one calendar month subject to Exceptions (see below) calculated according to the formula: (The number of minutes the service is available to the Customer PLUS The number of minutes the service is unavailable to the Customer due to exceptions) DIVIDED BY The total number of minutes in the month If the Service availability over any one calendar month is less than the above defined Service Availability, the Customer may request financial recompense. The financial recompense shall be calculated as a portion of the monthly Subscription fee to the Customer proportionate to the unavailability of the system, i.e. {1 MINUS [(The number of minutes the service is available to the Customer PLUS The number of minutes the service is unavailable to the Customer due to exceptions MINUS The number of minutes the service is unavailable to the Customer due to other reasons) DIVIDED BY The total number of minutes in the month]} TIMES BY The monthly Subscription fee.
• Approach to resilience: PDMS Software-as-a-Service is hosted on a highly resilient infrastructure using multiple storage, memory and processing units across multiple locales in multiple Data Centres – an architecture aimed at achieving extremely high availability. The Data Centres adhere to best practices described by the EU Code of Conduct for Data Centre Operations, and meet the Uptime Institute Tier Level 3 classification. PDMS holds ISO 27001:2022 Information Security Management System standard certification alongside Cyber Essentials Plus certification.; ; Further information is available on request and also within the Service Definition document.
• Outage reporting: Email alerts inform PDMS of any unplanned outage. Planned outages are communicated to customers via email and telephone well in advance of the outage.

Identity and authentication

• User authentication needed: Yes
• User authentication:
  • 2-factor authentication
  • Public key authentication (including by TLS client certificate)
  • Identity federation with existing provider (for example Google Apps)
  • Limited access network (for example PSN)
  • Dedicated link (for example VPN)
  • Username or password
• Access restrictions in management interfaces and support channels: Access (to management interfaces and support channels) is restricted by least privilege access using active directory accounts with strong username and password combinations. Access is restricted on both a need and time basis with the default being that support staff do not have access.
• Access restriction testing frequency: At least once a year
• Management access authentication:
  • 2-factor authentication
  • Public key authentication (including by TLS client certificate)
  • 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: 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

Standards and certifications

• ISO/IEC 27001 certification: Yes
• Who accredited the ISO/IEC 27001: Lloyd's Register Quality Assurance Limited
• ISO/IEC 27001 accreditation date: Held since 25/03/2003
• What the ISO/IEC 27001 doesn’t cover: All areas of the business and our services are in scope.
• 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
  • Other
• Other security governance standards: Cyber Essentials Plus
• Information security policies and processes: As part of its ISMS, PDMS have the following policies and processes; Information Security Policy, Secure Development Process, Acceptable Use Policy, Change Control Policy, Data Classification and Handling Policy, Data Protection Policy, Business Continuity Policy and an Incident Management Process, all of which are governed, managed and audited through our ISO certifications. All policies are owned and regularly reviewed by the relevant departmental manager. It is the responsibility of each departmental manager to ensure that all of their staff follow the information security policies and processes, however compliance is audited by the Quality and Standards Manager, with any issues identified reported to the relevant manager, for rectification. Operationally, Information Security is jointly managed by the Chief Operating Officer and the Quality and Standards Manager, both of whom report directly to the Chief Executive Officer, who has overall ownership at Executive Level for Security, allowing issues that require immediate escalation to be reported to the Executive Team. Operational Issues that do not require immediate escalation are discussed at the monthly management meetings, where it is a standing issue. All issues discussed during these meetings that require escalation are reported upwards to the Executive Team for it to be discussed, where appropriate.

Operational security

• Configuration and change management standard: Supplier-defined controls
• Configuration and change management approach: We have change management processes in place for both system and software changes. These processes are part of the lifecycle of each system or service. They involve the use of tools and technical controls, as well as policies and procedures for our engineers to follow.; ; All changes are documented and tracked. This includes peer review and approvals before any changes are implemented in our environments.; ; We control changes and releases through automated pipelines. This provides repeatable, audited, and secure methods for introduction of environment changes.; ; Notifications from the change management process ensures that relevant stakeholders are aware of the changes.
• Vulnerability management type: Supplier-defined controls
• Vulnerability management approach: Firstly, we promptly apply updates from the providers/manufacturers of devices and operating software that constitute our hosting platform. Updates are typically applied within a 14-days of release, barring any exceptional circumstances hindering successful deployment.; ; Secondly, we employ vulnerability management tools to scrutinise the installed software/configuration within our environments. The data generated is aggregated and examined by our engineers. If modifications are deemed necessary, they are managed through change management processes.; ; Lastly, through our software development lifecycle, we use code analysis and vulnerability scanners to detect known vulnerabilities within our developed software. This proactive approach addresses potential issues before impacting systems/services.
• Protective monitoring type: Supplier-defined controls
• Protective monitoring approach: We operate systems that gather/process telemetry from a range of aspects related to our hosting/service offerings, extending the scope of vulnerability management system monitoring.; ; Telemetry provides valuable insight to our operations teams, who maintain security/stability of hosted systems. Identified issues/operational enhancements are prioritised/delegated/resolved appropriately.; ; Security findings are overseen by qualified engineers, allowing for a customised response/remediation process.; ; Where telemetry indicates potential compromise, it’s escalated through incident management procedures.; ; The tools/methods we use continually evolves. As new insights/remediations are discovered, they contribute to ongoing improvement of operational procedures and overall environment. This iterative process ensures systems remain secure, efficient and up-to-date.
• Incident management type: Supplier-defined controls
• Incident management approach: PDMS allow all staff the ability to report security incidents through a number of methods, including email, telephone, and system based forms. Ultimately all reported incidents are managed by the Chief Operating Officer, who follows the Incident Management Process, which identifies how the incident should be managed, including when to provide updates to any customers that may be affected. Customer Incident Reports are normally provided in a written document. All incidents are reviewed following their satisfactory conclusion, in order to determine what lessons can be learned, in order to improve the process or prevent future occurrences.

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: Yes
• Connected networks:
  • Public Services Network (PSN)
  • Joint Academic Network (JANET)
  • Health and Social Care Network (HSCN)

Social Value

• Social Value:

  Social Value

  • Fighting climate change
  • Covid-19 recovery
  • Tackling economic inequality
  • Equal opportunity
  • Wellbeing

  Fighting climate change

  PDMS is committed to reducing our impact on the environment and has held the ISO I4001 environmental certification for over 10 years. PDMS holds the Bronze Level Social Value Quality Mark accreditation which recognises distinction in values-led business that benefits customers, communities, and the planet. It is one of the most rigorously tested standards of its kind in the UK. As part of our certification, we have pledged to develop a comprehensive roadmap to achieve Net Zero by 2023 and offset our carbon emissions. We have a fully documented Carbon Reduction Plan which is published on our website. ; ; PDMS uses an online portal to report and calculate our carbon footprint, which is then forwarded to an external provider for offsetting through carbon credits. In addition, we have recently helped to fund a local carbon credit project by purchasing land that will support a tree-planting initiative with the dual purpose of carbon sequestration and biodiversity enhancement. ; ; We installed solar panels at our Global House head office which now produce 50-60% of our annual energy consumption based on a daytime energy consumption. ; ; Our employees have embraced Treekly, a platform that plants trees for every day they achieve over 5,000 steps, effectively "turning footsteps into forests." This initiative not only promotes reforestation but also enhances both mental and physical wellbeing among our staff.; ; Chris Gledhill, our founder, is the sector lead for the local Chamber of Commerce Climate Change Programme which enables us to share best practice across the business community. We cover environmental issues as part of our Lunch Time Learning sessions empowering our team to make environmentally conscious decisions both at work and at home. ; ; We also ensure that environmental protection and improvement is a key consideration of any partners or suppliers we work with.

  Covid-19 recovery

  COVID-19 took a toll on the physical and mental health of many people and within our organisation, we have expanded our comprehensive support programme for our staff and their family wellbeing, helping to reduce the burden on local healthcare services. This includes providing paid time off to attend any health-related appointments, access to bereavement support and counselling, externally trained mental health first aiders and private health care. In addition, we have provided all our staff with access to the HeadSpace meditation app to help support mental health app. ; ; We have improved workplace conditions that support the COVID-19 recovery effort by introducing a flexible policy allowing employees to decide whether they want to work from home or in our offices. ; ; We work with our local authority clients who have our employment and skills portal, SignedUp Skills, supporting their work to create employment, re-training and other return to work opportunities for those left unemployed by COVID-19, and new opportunities in their chosen high growth sectors.; ; During Covid we supported recovery by supporting our clients with various initiatives including rapidly developing a Covid-19 website for the Isle of Man Government.

  Tackling economic inequality

  When working with our clients in central and local government we assess where we can add social and economic value to the local communities both in where our clients work and where we work. We will collaborate with you to ensure that our social value commitments agreed as part of a contract are well aligned with your organisation’s specific social value priorities. ; ; PDMS holds the Bronze Level Social Value Quality Mark accreditation. The Social Value Quality Mark recognises distinction in values-led business that benefits customers, communities and the planet. It is one of the most rigorously tested standards of its kind in the UK. We have pledged to:; ; Provide opportunities for young people to gain valuable work experience which supports their future employment and to create sustainable employment opportunities in PDMS.; ; Actively support skills development and knowledge sharing and to promote awareness and understanding of career opportunities in the technology sector to help address the digital skills gap.; ; Be a force for good in our local communities by investing our time, expertise and money to positively impact people and our environment. ; ; Some of the varied activities we undertake that contribute to our pledges above, in relation to economic inequality, include donating our time to digital sector career talks, career mentoring, mock interview sessions and work buddies. We regularly host work experience students in different parts of our business from development and UX through to infrastructure and marketing. We have a structured apprenticeship programme and one in six of our technical staff originally started with use as an apprenticeship. ; ; Our team are allocated time for mentoring young people schemes including MCR Pathways and the Digital Critical Friends Programme. PDMS is also a key supporter of Junior Achievement; a global organisation that helps provide financial literacy, employability and entrepreneurship education to students.

  Equal opportunity

  We passionately believe in fostering inclusive environments that champion equal opportunity for all, regardless of gender, ethnicity, or background. Our commitment extends across the company ensuring that we have robust hiring practices that emphasis fairness and impartiality. We ensure that all candidates are evaluated solely on their qualifications and also merit based. Our promotion policies are transparent and merit-based too. We actively support career progression for all employees, regardless of their background or working pattern.; ; Given the gender gap in the technology sector we are involved in initiatives to help address this. We are proud that 34% of our tech roles are performed by females which is above the national average of 26% and we strive for greater representation. Our generous Maternity Pay is 12 weeks full pay and 12 weeks half pay.; ; We operate a fully hybrid working model, where our staff chose whether to work from home or come into the office and flexible working patterns to suit individual needs. ; ; PDMS has supported the Empowering Women programme through sponsorship and participation. This is a cross-industry initiative, backed by industry and government partners. The programme is unique as it is directed at women who work in digital transformation roles with the aim of building a collaborative and powerful community of emerging women leaders in digital transformation across all industry sectors. ; ; We also support charities that help women and young girls to progress a career in technology such as LoveTech and have STEM ambassadors in our team and focus on promoting awareness of accessibility and diversity in digital design – speaking at third party events and hosting our own webinars to highlight the importance of ensuring that all digital services cater to diverse user needs. ; We celebrate diversity, empower women, and work tirelessly to create an environment where everyone thrives.

  Wellbeing

  At PDMS, we promote an open culture around wellbeing and mental health. We conduct regular anonymous staff surveys every six weeks to monitor how staff feel in relation to workload, stress, health and mental health issues. This regular feedback helps form the support we provide to our team. Our Health & Wellbeing score is 8.6 which puts us in the top 25% of technology companies.; We measure our performance, and our results are also benchmarked against other companies in our sector. ; ; We operate inclusive and accessible recruitment practices and have a flexible work policy where our employees decide whether they want to work from home or the office.; ; We have an internal Wellbeing Team and a dedicated Wellbeing Channel within our corporate intranet along with the following in support of the wellbeing of our staff:; ; • Externally trained mental health first aiders; • Access to bereavement support and counselling; • Access to private health care including online tools to help support mental health and access to specialist one-to-one counselling covering a range of issues from money worries to a relationship breakdown; • A regular series of talks from external experts on mental and physical health covering topics including nutrition, dealing with stress & anxiety, mindfulness, addiction and posture; • Time off to attend any medical, dentist, opticians, or health related appointments; • Subsidised gym membership to encourage physical activity; • Every member of staff has a minimum of 2 days allocated to undertaking work to support a local charity or not for profit ; • Free access for our staff and their family to the HeadSpace app; ; We also put emphasis on training and continuing professional development supporting paid support for professional qualifications and study leave. We also support a range of different charities that focus on mental health.

Pricing

• Price: £14.15 to £67.14 a user a month
• 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 saasenquiries@pdms.com. Tell them what format you need. It will help if you say what assistive technology you use.