Agile SaaS: Built Environment & Public Protection

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: Agile SaaS: It is a comprehensive system which can be implemented "standalone" or as an element in Agile Applications' Built Environment Suite i.e. Planning, Building Control and Local Land Charges, Public Protection, AI planning validation, chatbots & data visualisation,
Cloud deployment model: Public cloud
Service constraints: No
System requirements: HTML 5 Browser

User support

Email or online ticketing support: Email or online ticketing
Support response times: We commit to response times in our SLA. Response time is dependent on urgency/prioritisation. System down response time is 1 hour, next level of priority response time 4 or 8 hours, with a two working days response time for enquiries or less urgent calls. The helpdesk system sends an acknowledgement email within 5 minutes when a call is logged.
User can manage status and priority of support tickets: No
Phone support: Yes
Phone support availability: 9 to 5 (UK time), Monday to Friday
Web chat support: No
Onsite support: Yes, at extra cost
Support levels: We offer 3 levels of support: • Our standard service is available from 9.00am to 5.30pm Monday to Friday (excluding public holidays) and is included in our price. • Extended cover is available from 8.00am to 8.00pm Monday to Friday (excluding public holidays) at an additional charge. • 24 hours a day cover for critical applications is available at additional charge.
Support available to third parties: Yes

Onboarding and offboarding

Getting started: Agile Applications provides full project management and implementation services working in partnership with your IT and Project staff (with full ongoing support services thereafter). The project will involve a multidisciplinary team with business consultants, software, GIS, data and infrastructure engineers, and a governance layer formed by the Project Manager and the Head of PMO. The Agile Project Team will work efficiently through the different project phases to ensure both scope and quality are the focus. The Agile Project Manager will be responsible for the project documentation and communication through an Agile Teams channel created for the project. They will be the main point of contact in case of any issue or escalation. They will arrange any session needed within the project, making sure the right stakeholders are requested to all parties involved. Services within implementation usually include: • Project Management (remote, onsite upon request) • Data and document migration (when required) • Configuration consultancy • Training (remote, onsite upon request) for super users and regular users. • Support during and immediately following “go live”(remote, onsite upon request)
Service documentation: Yes
Documentation formats: PDF

Other
Other documentation formats: Docx

Xlsx
End-of-contract data extraction: Users can export data using the methods explained in the Data importing and exporting section. In addition and as part of the standard off-boarding process, Agile Applications Data Team can execute a set of standard SQL scripts to query the core tables in the database of the system. Agile will provide documentation containing the specific tables queried. Data will be exported and formatted in .CSV format as a standard. Data will be made available through FTP as a safety measure. Once the data exchange is complete and the data provided has been signed off by the customer, the FTP and access to it will be removed
End-of-contract process: When the contract expire date is close, Agile will formally notify the customer and the exit process will start. The Agile Account Manager will contact the customer and involve the Agile PMO so both parties can agree a sensitive timeline for the work to be executed. This will be reflected in a plan that will be shared and updated by a nominated Agile Project Manager working in partnership with the customer’s nominated transition manager. We expect to deliver customer data within 10 working days' notice of termination. Agile will provide an extract from the data as an export in CSV format as standard (with other formats by negotiation), which will contain data from the core tables in the Agile system. Data will be shared in a secured way via FTP. Once data has been provided, Agile will expect the customer to sign off the data provided. Beyond a data retention period of (a number of days agreed as per the contract) after the project work has been completed, this data will be securely deleted, FTP and accesses to it will be removed as well.

Using the service

Web browser interface: Yes
Supported browsers: Internet Explorer 11

Microsoft Edge

Firefox

Chrome

Safari
Application to install: No
Designed for use on mobile devices: Yes
Differences between the mobile and desktop service: In terms of Desktop and Mobile for public access (citizens) the service and features are the same, although the user experience varies for some components and pages. For example tables with several columns would need horizontal scroll to view all the data on a mobile or smaller screen devices
Service interface: Yes
User support accessibility: WCAG 2.1 AAA
Description of service interface: The Citizen Portal is designed to provide straightforward, intuitive access to public users of the Agile SaaS service.
Accessibility standards: WCAG 2.1 AAA
Accessibility testing: The Portal supports the assistive technology features provided by the browsers listed.
API: Yes
What users can and can't do using the API: Our APIs are accessible via RESTful communications with payload and data provided via JSON data format enabling integration with compatible third-party applications
API documentation: Yes
API documentation formats: HTML

PDF
API sandbox or test environment: No
Customisation available: Yes
Description of customisation: The solution is highly configurable including letter templates, emails and web content, information access (which can be set down to individual field level) and processes such as letter production. Our process-based workflow is also fully configurable by each application type. All changes can be made by the customer without assistance or charge from Agile once they have had the required training.

Scaling

Independence of resources: Customer environments are segregated and continuously monitored for performance. Where appropriate, resource configuration is altered to provide the best possible performance levels.

Analytics

Service usage metrics: Yes
Metrics types: Details on request

Resellers

Supplier type: Not a reseller

Staff security

Staff security clearance: Staff screening not performed
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: Supplier-defined controls
Penetration testing frequency: At least once a year
Penetration testing approach: In-house
Protecting data at rest: Other
Other data at rest protection approach: Azure Storage Service Encryption for data at rest
Data sanitisation process: Yes
Data sanitisation type: 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: Data can be visualized and exported by of our management reporting integration with PowerBI, based on specific datasets per product. From Power BI users can relate data, create reports and export data to csv, excel and pdf (depending on the PBI version and licencing level). We also offer direct connection to specific APIs per product for proficient users in data management, from which data can be exported to csv or integrated with other third party data management systems.
Data export formats: CSV

Other
Other data export formats: JSON

XML
Data import formats: CSV

Other
Other data import formats: JSON

XML

Data-in-transit protection

Data protection between buyer and supplier networks: IPsec or TLS VPN gateway
Data protection within supplier network: IPsec or TLS VPN gateway

Availability and resilience

Guaranteed availability: The hosting provider's infrastructure is highly resilient. SLAs are subject to contract.
Approach to resilience: Available on request.
Outage reporting: Via Email Alerts

Identity and authentication

User authentication needed: Yes
User authentication: 2-factor authentication
Access restrictions in management interfaces and support channels: A user cannot access the system without a username, password etc. The system provides for varying levels of security (full access, view only or no access) at group or individual levels. These levels of security can be applied at module, screen, process or field levels to provide a totally configurable security regime which can be changed as and when required (by "Super Users" for example).
Access restriction testing frequency: At least every 6 months
Management access authentication: 2-factor authentication

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: User-defined
Access to supplier activity audit information: Users contact the support team to get audit information
How long supplier audit data is stored for: Between 6 months and 12 months
How long system logs are stored for: User-defined

Standards and certifications

ISO/IEC 27001 certification: Yes
Who accredited the ISO/IEC 27001: QMS International Ltd
ISO/IEC 27001 accreditation date: 17th November 2015
What the ISO/IEC 27001 doesn’t cover: N/A
ISO 28000:2007 certification: No
CSA STAR certification: No
PCI certification: No
Cyber essentials: Yes
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
Information security policies and processes: Our Information Security Management Policy (under ISO27001 certification) applies to all key areas and is subject to both internal and external audit. Policies include, but are not limited to:
• Access Control Policy
• Cryptographic Controls Policy
• Data Protection Policy
• Information Exchange Policy
• Information Sensitivity Policy
• Network Systems Monitoring Policy
• Remote Access and Mobile Computing Policy
• Security Incident Reporting Policy.

Policies are reviewed quarterly at meetings under the direction of a board representative and as required in response to any internal and external audit issues raised.

Operational security

Configuration and change management standard: Supplier-defined controls
Configuration and change management approach: Configuration management on the VM servers used to deliver Agile SaaS is tracked (i.e. recorded, initialled and time stamped). All requested changes to the SaaS environment are submitted via a formal, documented process and the potential security/service impact is assessed. This includes careful consideration of notification, rollback and testing. Changes are deployed to QA for checking prior to approval and final release to staging and production.
Vulnerability management type: Supplier-defined controls
Vulnerability management approach: Patch deployments are made to non-live systems and reviewed before being implemented on Live customer facing systems.
Protective monitoring type: Supplier-defined controls
Protective monitoring approach: Resource usage and system functionality are periodically monitored. Patterns of usage that fall outside normal thresholds are flagged for investigation with the Infrastructure team for immediate investigation.
Incident management type: Supplier-defined controls
Incident management approach: Incidents are either raised internally by members of our support team or raised externally by customers via phone, email or directly in our service desk portal. Procedures for any recurring incidents are implemented immediately by the support team. Escalation can be either to a higher tier of the support team, with assistance from other teams including development or testing, or to any external supplier.

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

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

Fighting climate change

As an IT company we measure our climate impact with an external company called Positive Planet and as we do not visit customers regularly feel that this is helping to minimise the impact and measure our performance annually which continuously improves our climate impact. The GHG measurement has been carried out our assessment on Scope 1 and 2 emissions and a partial assessment on scope 3 which fulfils the standards required by the HM Government Notice (06/21) which also asserts Agile's commitment to support a sustainable future. We can share the reports we have received if this is required.

Covid-19 recovery

Agile had a Covid-19 recovery plan and has implemented this which was financial and physical. As the main pandemic is now over we do not have any outstanding actions for this in the management of our business.

Tackling economic inequality

As a SME we have limited opportunities to have a significant impact in the economic inequality of the UK. However, we have introduced a program to encourage recruitment of staff in the geographical regions where we do business for our AI products.

Equal opportunity

We are very proud of our equal opportunities track record as an example in the UK circa 40% of our staff are female, this is very high for the IT industry we are in. We also have a diverse ethnic staff ratio which is not forced, but positively demonstrates our open minded equal opportunity recruitment policies hiring the best and most appropriate person for the role irrespective of ethnicity or gender.

Wellbeing

With well proven staff retention within Agile we can demonstrate our support from a well managed historical set of examples, where staff Wellbeing is part of the Agile family philosophy. At various stages we have had staff members off with mental and family issues. By keeping the roles open and encouraging a slow return, the various members are now back full time, by positively supporting them and not discriminating we have loyalty and a trusted relationship with our staff, these employees are contributing to our continued success.

Pricing

Price: £40 to £100 a user
Discount for educational organisations: No
Free trial available: No

Agile SaaS: Built Environment & Public Protection

Features

Benefits

Service documents

Framework

Service ID

Contact

Service scope

User support

Onboarding and offboarding

Using the service

Scaling

Analytics

Resellers

Staff security

Asset protection

Data importing and exporting

Data-in-transit protection

Availability and resilience

Identity and authentication

Audit information for users

Standards and certifications

Security governance

Operational security

Secure development

Public sector networks

Pricing

Service documents

Cookies on Digital Marketplace

Agile SaaS: Built Environment & Public Protection

Features

Benefits

Pricing

Service documents

Framework

Service ID

Contact

Service scope

User support

Onboarding and offboarding

Using the service

Scaling

Analytics

Resellers

Staff security

Asset protection

Data importing and exporting

Data-in-transit protection

Availability and resilience

Identity and authentication

Audit information for users

Standards and certifications

Security governance

Operational security

Secure development

Public sector networks

Social Value

Pricing

Service documents