Axiell ALM Ltd

Axiell Discovery Platform

Axiell Discovery Platform is a powerful, multifaceted discovery platform for library and other patrons to interact with library services in branch or on the go. Axiell Discovery Platform is also an effective engagement tool, helping library staff keep patrons informed of news and events using its content management system.

Features

• Circulation including Self Service Account Management
• Advanced Catalogue Search Capabilities
• Cash Management - Online Payments
• Integration Framework
• Notifications and Messaging
• Digital Media Management
• System Configuration
• Cloud Based Interface
• Application Support and Managed Services
• Online Registration and Event Management

Benefits

• Complete control over library stock circulation functionality
• Catalogue management to latest standards, both physical and digital
• Complete cash management functionality for all library fees and charges
• Comprehensive suite of API's for 3rd party integrations
• Full management of system configuration
• Cloud based interface accessible on any device
• Complete managed service and comprehensive service package
• Built on Open Content Management System
• Event management
• Collection Management Public view

£6,000 an instance 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 sales.admin@axiell.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

551613806348623

Contact

Rebecka Hojeberg
0115 900 8000
sales.admin@axiell.co.uk

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: Axiell Library Management System and all versions of the ; Axiell Collections Management System
• Cloud deployment model: Public cloud
• Service constraints: Any service constraints are defined and agreed within the service level agreement for the solution.
• System requirements:
  • An internet connection
  • Browser must support HTML5 and javascript

User support

• Email or online ticketing support: Email or online ticketing
• Support response times: Detailed response times are agreed as part of the service level agreement.
• User can manage status and priority of support tickets: Yes
• Online ticketing support accessibility: WCAG 2.1 AA or EN 301 549
• 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: The support contract is tailored to suit the requirements of the customer. All levels of support are agreed and defined in the Service Level Agreement.
• Support available to third parties: Yes

Onboarding and offboarding

• Getting started: All implementations include a detailed Implementation Service with an agreed training programme. This may include hands on training sessions as well as consultation.
• Service documentation: Yes
• Documentation formats:
  • HTML
  • PDF
  • Other
• Other documentation formats: Docx
• End-of-contract data extraction: Axiell provide all data in a defined template as part of an exit plan/strategy. Full details of the extract data sets can be supplied upon request.
• End-of-contract process: Axiell supply all data in a pre-defined format in line with the agreed exit plan. Additional costs may be applicable for the data extracts and any additional consultation not defined within the exit plan.

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: Our service, and the functionality offered within it, are standardised across all platforms.
• Service interface: Yes
• User support accessibility: WCAG 2.1 AA or EN 301 549
• Description of service interface: Axiell Discovery Platform has a web based interface to its content management system, both for administration and public use.
• Accessibility standards: WCAG 2.1 AA or EN 301 549
• Accessibility testing: Tested against screen reader technology. Tested with standard browser/device/ operating system accessibility tools.
• API: Yes
• What users can and can't do using the API: All Axiell Discovery Platform APIs, include detailed documentation that clearly defines the scope of the specific integration.
• API documentation: Yes
• API documentation formats:
  • Open API (also known as Swagger)
  • HTML
  • PDF
• API sandbox or test environment: Yes
• Customisation available: Yes
• Description of customisation: Axiell Discovery Platform is modular in design. Users can decide on the features to be included as well as the specific configuration relating to each feature. Axiell's implementation and consultancy services guide our customers throughout this process in order to ensure the system is optimised for our customer's requirements throughout the lifetime of the contract. Specific admin users can be added the system, with varied permission based on their roles.

Scaling

• Independence of resources: Axiell Discovery Platform is designed so that it is load balanced and scalable to suit the customer requirements. If additional resource is required, the system can be scaled appropriately without loss of service to the end user.

Analytics

• Service usage metrics: Yes
• Metrics types: Axiell provide a range of reports that can be used by our customers to determine service usage. Included in the range of reports are extracts to specifically meet the CIPFA requirements of the service. This is in addition to any routine reports such as borrower transactional data, item circulation data/trends and financial information.; ; Google Analytics code can be added to the site to allow for additional reporting.
• Reporting types:
  • API access
  • Real-time dashboards
  • Regular reports
  • Reports on request

Resellers

• Supplier type: Not a reseller

Staff security

• Staff security clearance: Conforms to BS7858:2019
• Government security clearance: Up to Developed Vetting (DV)

Asset protection

• Knowledge of data storage and processing locations: Yes
• Data storage and processing locations: European Economic Area (EEA)
• 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: Another external penetration testing organisation
• Protecting data at rest: Physical access control, complying with another standard
• Data sanitisation process: Yes
• Data sanitisation type: Explicit overwriting of storage before reallocation
• Equipment disposal approach: A third-party destruction service

Data importing and exporting

• Data export approach: Axiell agree an approach for the export of data from our platform. As a standard deliverable, Axiell will provide access to any/all reports through our management information solution where the level of access is defined by the customer and based on role configuration. For routine data extracts, the process will depend on the available and agreed options but as an example, many of our customer choose to export their financial data for import into third party financial systems. Axiell work with the customer and the third party system supplier to agree requirements and implement accordingly.
• Data export formats:
  • CSV
  • Other
• Other data export formats:
  • XLS
  • TSV
  • XML
• Data import formats:
  • CSV
  • Other
• Other data import formats:
  • XML
  • OAI

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: Calculation of Service Availability is based upon events of an unplanned, reported failure on an End Users Live Service and is measured from the time the problem is reported to Axiell's UK Service Desk (also includes reporting by automatic monitoring systems). All services are to be measured separately. Typically we are achieving less than 7 hours downtime in a 12 month period for either system, this equates to 99.5% uptime, which is our target level for the year.
• Approach to resilience: Axiell utilise a Tier 3 Datacentre to host the provided services in dedicated, leased rack space. Axiell's data centres are ISO27001 and ISO22301 accredited. The Datacentre campus is monitored 24x7 by CCTV and security patrols. All access is via multiple barriers, mantraps, contactless key cards and biometrics. The final barrier is the actual racks holding the servers supporting the environment and these are protected by keypad locks. Only the Axiell Group CIO or the Axiell UK Technical Operations Manager are authorised to give access to any staff requiring access to the Datacentre or the individual racks.; Axiell are not ISO27001 accredited but do have policies in line with ISO27001 under an overarching ISMS Policy. Axiell have received the Cyber Essentials Certification.; Our policy "Axiell and the Cloud Security Principles" outlines how Axiell meet the requirement of CESG’s 14 Principles of Cloud Computing and is available on request.
• Outage reporting: Axiell’s Firewalls support IDS which sends events to our SIEM monitoring server. The SIEM monitoring server also monitors endpoints, routers, switches for unusual activity and potential risks. As well as a visible wallboard for alerts, the solution autologs events into Axiell’s Case Management Tool which are then investigated and mitigated by Axiell’s Technical Services Team.; A service dashboard is a available through the case management tool and Customer notifications are typically provided by email or telephone although APIs are available for third party monitoring of the service if required

Identity and authentication

• User authentication needed: Yes
• User authentication:
  • Public key authentication (including by TLS client certificate)
  • Identity federation with existing provider (for example Google Apps)
  • Username or password
• Access restrictions in management interfaces and support channels: Only authorised users are assigned permissions to access management functions associated with their role. Support services all require the individual user to have their own account and as required, these accounts can be approved by a customer manager.
• Access restriction testing frequency: At least every 6 months
• Management access 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: User-defined
• Access to supplier activity audit information: Users have access to real-time audit information
• How long supplier audit data is stored for: User-defined
• How long system logs are stored for: User-defined

Standards and certifications

• ISO/IEC 27001 certification: No
• 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: No
• Security governance approach: Axiell follow the CESG Cloud Computing Principles and have policies in line with ISO27001 with an overarching ISMS Policy.
• Information security policies and processes: Axiell have implemented a detailed ISMS policy. This Information Security Management System and associated operational procedures will, as far as practicable, address the Information Security Management principles defined within ISO27002:2013 ‘Code of Practice for Information Security Controls’. As such, this Policy will enable Axiell’s Staff, Suppliers and Contractors to accurately address the Information Security requirements of Axiell, thus avoiding ambiguity in the specification, delivery and implementation of Information Systems.; Operational procedures will be established to implement the corporate information security requirements outlined in this Security Management System, and appropriate mechanisms will be put in place to monitor and manage these procedures.; This Information Security Management System is supplemented by an “Information Security - User Guidelines” document.

Operational security

• Configuration and change management standard: Supplier-defined controls
• Configuration and change management approach: Axiell employs a robust change management process including a multiple phase approach. ; • Requests for change are formally logged ; • Assessment of the impact and risks (including security) of the change in terms of timescales, costs and quality is undertaken ; • Agreement and formal sign-off for each change is obtained from the project executive/sponsor. This will normally take place during the monthly Project Management Board meetings ; • Reviewed and evaluated for improvements.
• Vulnerability management type: Supplier-defined controls
• Vulnerability management approach: Axiell’s estate is monitored using AlienVault OSSIM which assesses the configuration items against a database of known threats imported into OSSIM. Any detected risk of vulnerability is assessed against test systems to ensure that risks can be mitigated or eliminated with recommended actions. Axiell automatically apply all security fixes to all the underpinning OS and applications deployed unless there is proven detrimental impact to end users and risks are low to medium. Axiell subscribe to a number of sources for threat and vulnerability information.; Axiell follow the guidelines laid out in the CESG guidance on Implementing the Cloud Security Principles.
• Protective monitoring type: Supplier-defined controls
• Protective monitoring approach: AlienVault OSSIM consolidates the total view of Axiell’s infrastructure and receives alerts and logs from a variety of sources. Alerts are presented on a Nagios Wallboard with visual alerts and SMS and email alerts are sent to relevant analysts. As soon as any suspicious activity is detected, Incident Management processes are followed to investigate and manage the threat.; Active monitoring of infrastructure components generates alerts into OSSIM, OSSIM also sends alerts into the Incident Management Tool.
• Incident management type: Supplier-defined controls
• Incident management approach: Axiell’s Customer Service Tool receives alerts from OSSIM that trigger ITIL Incident Management Processes to track and progress all security incidents. Active threats are treated as Major Incidents. A knowledge base is maintained with processes to follow for events that have been seen and actioned. As the security incidents follow the Major Incident Process, this includes notification for key customer contacts. All Major Incidents are reported as part of the reporting pack from the Service Desk. As Security Incidents are classed as Major Incidents they will be reported as such. Any threat that risks the system directly is reported immediately.

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

• Social Value:

  Social Value

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

  Fighting climate change

  We have systematic environmental work within Axiell ALM Ltd where we carry out continuous improvements and review of processes, routines and awareness of environmental issues. Axiell’s sustainability group is working towards improving our carbon footprint, both here in the UK, as well globally. Axiell Sustainability group members attended a Carbon Literacy training in 2022 and were certified as carbon literacy trained. ; ; Axiell ALM Ltd has pledged to reduce its carbon footprint in line with UN Race to Zero campaign targets through our membership of the SME Climate Hub. The SME Climate Hub is a global initiative that empowers small to medium sized companies to take climate action and build resilient businesses for the future. ; ; Axiell initiatives include ; -The majority of Axiell’s meetings and training, both internally and externally, are now delivered online using Microsoft Teams, ensuring that people do not travel when it is not required. ; -No Axiell UK staff have company vehicles. ; -Axiell take part in the cycle to work scheme to offer our staff easy ways of purchasing bicycles. ; -Axiell changed coffee makers in the offices to not use coffee makers that require pods. ; -Axiell strive to be a paperless office, and only print things if absolutely necessary (e.g., contracts that can’t be signed digitally). ; -Axiell’s Nottingham office now only have 4 parking spaces available for staff, which are rarely used. These are kept for accessibility reasons. ; -All electronic equipment is WEEE recycled. ; -All recyclable products used in the office are recycled, including printer cartridges, packaging, paper, etc. ; -Staff (who have gardens) bring home the used coffee grinds to use in their gardens.

  Covid-19 recovery

  Axiell has changed our staff policies to offer hybrid working for all of our staff, and introduced flexible working hours. This has meant that staff can travel during less busy times of the day, to avoid using public transport during rush hour, where they would have a higher risk of exposed to Covid. It also reduces exposure risk by have less staff in the office at the same time, allowing us to spread out more. ; ; We have also adapted our software to make it easier for our customers to support the community during Covid recovery. This has included adding click and collect options on the online discovery platform, developing a way to track who has attended events in the library, ensuring all of our products can be accessed from anywhere, from any device, as long as you have a user name and password.

  Tackling economic inequality

  At Axiell we acknowledge that there are significant sections of our communities who struggle to participate online because of their socio-economic situation, ill health, disability, or other reason. We see it as vitally important that libraries remain available as safe spaces where, in their role as one of the few remaining publicly owned facilities, they can work to support and nurture their more marginalised communities. ; ; One way in which libraries can provide practical community support is through the provision of volunteering opportunities. This has increasingly become an aspect of modern public library provision, and although of course it can contribute towards keeping the costs of running a service down, it also provides wellbeing and potential economic benefits to those people who contribute their time. ; ; Axiell Spark’s interface has been specifically designed to be easy and consistent to use, making it a straightforward job to train non-library professionals to carry out routine library tasks on the system.; ; Axiell Spark is based on roles and permissions, including roles specifically developed for volunteers that allows them to contribute by carrying out everyday system functions such as loans and renewals with no danger of any personal data being compromised. Users with a volunteer role will only see what data is relevant to them and will not be able to access any functionality that they do not require. ; ; A volunteer floorwalking with Spark on a tablet can immediately raise the overall service provision offered by the library, as they can offer help to service users right where and when it is needed.; ; The enabling factor here is that Spark, by virtue of its design, will facilitate the use of volunteer staff through its fully controllable security permissions and accessible, easy to use interface, ensuring a safe, efficient and satisfying experience for all.

  Equal opportunity

  Axiell supports initiatives such as Women in Technology and are increasing the diversity of our workforce; for example, currently 39% of our staff are women, which is higher than the national average. In 2023, a study showed that women constituted only 14% of tech leaders, highlighting the persistent gap in gender representation at the highest levels within the tech industry. Axiell is lead by a Woman CEO and the UK public library management team consists of 2 women. ; ; Axiell ALM Ltd is accredited by the Living Wage Foundation as a Real Living Wage Employer for all staff, including sub-contracted office cleaners.

  Wellbeing

  We understand that by helping employees with their physical, mental, and financial health, we can make a positive impact on workplace wellbeing. Therefore we subscribe to BHSF, giving all of our staff access to the BHSF app and portal. This provides our staff with 24/7 access to telephone services for private GPs, Mental health support, gym membership offers, health insurance, legal advice, financial advice, and discounts on everything from food to haircuts.

Pricing

• Price: £6,000 an instance 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 sales.admin@axiell.co.uk. Tell them what format you need. It will help if you say what assistive technology you use.