Omfax Systems Ltd

Keyfax Cloud

Designed for use in social housing, Keyfax is an intelligent first point of contact repairs and enquiries diagnostics tool.

With a mobile friendly presentation, accessible 24/7 from any internet enabled device. Contact centre staff and customers can consistently manage a wide range of repair and tenancy enquiries.

Features

• Custom guidance and intelligent outcomes using tenant and property data
• Presents messages, pictures and video, offers ability to capture images
• Responsive design used on any internet enabled device
• Seamlessly integrates with Housing Management, CRM systems and customer portals
• Optional stand-alone configuration launched from your website
• A modular system, offering dedicated features for staff and customers
• Real time feedback from Live diagnostics to system administrators
• Repair order population and configurable workflow automation
• Supports any schedule of rates (SOR) or custom service codes
• 400 prebuilt diagnostics, 370 supporting images and a reporting suite

Benefits

• Staff manage a wider variety of calls without specialist training
• Diagnose any repair or enquiry quickly and accurately 24/7
• Ensures consistency across platforms and user groups
• Reduces inbound contacts to your service centre
• Improve KPI's including First Contact Resolution and Customer Satisfaction
• Reduces the number of repair work orders raised
• All diagnostic content can be administered in-house
• Identify tenant responsibility where appropriate
• Improves the quality of information gathered
• Identify trends and monitor traffic in real time

£0.73 to £2.55 a unit a year

• Education pricing available
• Free trial available

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 jim@omfax.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

556393614958183

Contact

Jim Perren
07498951458
jim@omfax.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: Customer Relationship Management (CRM) systems, Housing Management Systems (HMS) and Customer Portals.
• Cloud deployment model: Public cloud
• Service constraints: Scheduled maintenance downtime is kept to a minimum. Times will be agreed with the customer in advance.
• System requirements:
  • Users must have internet access to use our service.
  • Users must use a supported browser to access our service.
  • Users must have JavaScript enabled in their browser.

User support

• Email or online ticketing support: Email or online ticketing
• Support response times: Support requests are typically acknowledged within 2 working hours. Response and resolution times may vary, SLA terms apply.
• 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: Keyfax maintenance and support service included in the license price:; ; Support helpdesk via phone & email with agreed response SLA.; Access to a dedicated customer consultant.; Assistance with diagnostic script content. ; Annual review including assessment and report on use and performance.; ; Additional support at £650 per day (or portion thereof):; ; Diagnostic script design.; Diagnostic script development.; Onsite support (plus travel and travel time).; ; Additional support at £1000 per day (or portion thereof):; ; Out-of-hours support
• Support available to third parties: Yes

Onboarding and offboarding

• Getting started: Our onboarding strategy puts customer goals at the heart of the process, ensuring customers understand and experience the value Keyfax offers, and making Keyfax part of a working routine.; ; We provide a start-up meeting with a product walkthrough, detailing key tasks and milestones. We can provide a technical meeting for new integrations, if required.; ; Learning how to use Keyfax, we include:; ; - Administrator training for up to 4 members of staff; - Guidance to help map your processes into our model diagnostics; - A diagnostic development day, our team of administrators will help tailor your content; ; We provide resources to get you started, including:; ; - A dedicated project manager/Customer Consultant; - Technical and admin documentation via our online support site; - Our prebuilt model, mapped in Visio format, allowing all stakeholders to contribute; - Exportable and sharable logic flow diagrams to assist collaboration; ; Additional consultancy and diagnostic scripting services are available at our standard day rate.
• Service documentation: Yes
• Documentation formats:
  • HTML
  • PDF
  • Other
• Other documentation formats: Microsoft Word
• End-of-contract data extraction: All data is forwarded to the Host during day to day operation, so no data extract is required, as the details of the repairs and enquiries are passed back to the Housing Management System or CRM system. ; ; If the actual Keyfax database is required, a recent backup of the data can be made available.
• End-of-contract process: The agreement includes license, support and hosting. At end-of-contract access to these services are no longer available.; ; Notice to cancel will need to be given three months before the renewal date.

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: Keyfax SaaS is designed 'mobile first' and is fully responsive. Mobile and desktop devices load the same web based experience for all users. The Keyfax user interface will adapt to fit any screen size. The only difference for mobile users, is once past the initial category selection icons, only the text is shown for answering the repairs questions. This is to maximise usability within the screen size.
• Service interface: Yes
• User support accessibility: WCAG 2.1 AA or EN 301 549
• Description of service interface: Keyfax is a hybrid application. Tenants and contact centre advisors use the diagnostics via any modern web browser. System administrators manage diagnostics or application settings via a desktop application. Omfax Systems provide a virtual desktop to access the desktop application via any modern web browser.
• Accessibility standards: WCAG 2.1 AA or EN 301 549
• Accessibility testing: Conformance is continually evaluated through a combination of over 150 automated and manual tests.; ; We have also integrated Keyfax with Accessibility products such as ReachDeck (was BrowseAloud) to further enhance usability.
• API: Yes
• What users can and can't do using the API: Users would not be using the API - it is intended for host systems to be able to launch Keyfax and pass it information: Keyfax exposes both SOAP and RESTful based Web API end-points that allow hosts (housing management, CRM systems and tenant portals) to integrate with and launch Keyfax. Host systems can post data to Keyfax to launch the context aware intelligent diagnostics for the user. When Keyfax completes the diagnosis, hosts can call the Keyfax Web API to get Keyfax results and perform additional processing.
• 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: The look and feel of the Keyfax SaaS repairs portal can be adapted to match the customers own brand guidelines. This includes logo, fonts, colour scheme, images and icons (for Repairs self-service and Enquiries self-service).; ; Similarly for the self-service modules, the links on Keyfax menu can be customised or removed.; ; Custom integration with third party customer portals, Housing Management Systems and CRM Systems.; ; Customisation options using self administration:; ; Content including diagnostic entities, supporting images, policy page,; permissions and business rules.

Scaling

• Independence of resources: The Microsoft Azure platform on which we deploy Keyfax allows the application to benefit from the scalability of critical resources and services as required. The Omfax operations team continually monitor our cloud infrastructure and ensure that compute and storage resources are allocated & available to support the usage & growth of subscribed customers.

Analytics

• Service usage metrics: Yes
• Metrics types: A comprehensive suite of reports including:; ; - Dashboard; - Order history; - Summary of logged Services (SORs), Messages, Priorities, Markers and Emails (optionally by script path); - List of all Services (SORs), Priorities, Markers, Messages and Emails; - Results overridden (configurable) priority changes, justification and re-charge by user; - Active user information; - User feedback; - Summary by User, Category and Topic; - Scripts; ; The report viewer can be filtered by:; ; - date; - user ID; - entity code; - description; - script set; - script topic; - priority; ; Reports can also be exported in Microsoft Excel, Word or PDF.
• Reporting types:
  • Real-time dashboards
  • Regular reports

Resellers

• Supplier type: Not a reseller

Staff security

• Staff security clearance: Other security clearance
• Government security clearance: None

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: Complies with a recognised standard (for example CSA CCM version 3.0)
• Penetration testing frequency: At least once a year
• Penetration testing approach: In-house
• Protecting data at rest:
  • Physical access control, complying with CSA CCM v3.0
  • Physical access control, complying with SSAE-16 / ISAE 3402
  • Encryption of all physical media
  • Scale, obfuscating techniques, or data storage sharding
• Data sanitisation process: Yes
• Data sanitisation type:
  • Explicit overwriting of storage before reallocation
  • Deleted data can’t be directly accessed
• Equipment disposal approach: A third-party destruction service

Data importing and exporting

• Data export approach: Report data can be exported in Excel, PDF or Word directly from the Keyfax administration console.
• Data export formats:
  • ODF
  • Other
• Other data export formats:
  • XML
  • JSON
  • CSV
• Data import formats:
  • CSV
  • Other
• Other data import formats: XML

Data-in-transit protection

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

Availability and resilience

• Guaranteed availability: Commercially reasonable efforts to maintain a 24/7 service excluding scheduled maintenance.; ; Omfax cloud services offer a 99.95% availability, excluding scheduled down times.
• Approach to resilience: All Omfax Systems hosted customers benefit from a 99.95% infrastructure uptime SLA. This is achieved by placing multiple copies of your service into unique availability zones. Should one zone be updating or fail to respond traffic will be automatically routed to the next availability zone. Availability zones are unique physical locations within a region. Each zone is made up of one or more data centers equipped with independent power, cooling, and networking.
• Outage reporting: We will inform customers of outages via email. We are informed of issues via automated monitoring & alerting platforms.

Identity and authentication

• User authentication needed: No
• Access restrictions in management interfaces and support channels: Keyfax supports role-based authorisation. Specified users can be granted administrator rights otherwise users are granted rights to view information only and cannot amend or delete core settings or script information.; ; For script authoring purposes, administrators can add individuals to built-in groups to grant those users the ability to author scripts via the Keyfax administrator application.; ; Only a strictly limited number of Omfax employees are responsible for ongoing application support within the Azure infrastructure.
• 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: No audit information available
• How long system logs are stored for: Between 6 months and 12 months

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: Yes
• Security governance standards: Other
• Other security governance standards: Cyber Essentials
• Information security policies and processes: The Omfax Systems policies are readily available on the company’s internal file sharing system, and can be shared on request from customers. These policies include:; ; - Information Security & Computer System Access Management; ; - Data Handling; ; - Acceptable Usage and Information Classification ; ; Employees are required to confirm they have read and understood these policies as part of our employee onboarding process. These policies and any staff training based on these policies is reviewed annually.

Operational security

• Configuration and change management standard: Supplier-defined controls
• Configuration and change management approach: Product changes follow secure software development best practices, including regular security risk assessments and on-going rigorous automated & manual testing. ; ; Changes within our cloud environment that could impact customers are scheduled and clearly communicated with customers. Changes require a RFC document, which describes the details of the change, execution steps, possible impact & risks, and a back out plan.; ; All production environment RFCs are reviewed and only approved by senior management after first being thoroughly tested separately within a test environment. Developer access to production environments is limited via explicit access requests, subject to senior management review and authorisation.
• Vulnerability management type: Supplier-defined controls
• Vulnerability management approach: The product is built on the .NET and Azure platforms and Omfax Systems constantly monitor official and unofficial channels for threats to those platforms and the protocols around them. When a threat is assessed that impacts the application, patches can be deployed via continuous delivery as soon as a mitigation is available. ; ; Operating systems are patched in a timely fashion with patch assessment made before deployment.; ; Omfax developers have solid awareness of foundational web application security concepts & principals, including OWASP Top Ten & NIST standards.; ; Omfax use only vetted tools & libraries from highly trusted 3rd party vendors.
• Protective monitoring type: Conforms to a recognised standard, for example CSA CCM v3.0 or SSAE-16 / ISAE 3402
• Protective monitoring approach: Omfax Systems utilise both Azure & external site monitoring/alerting to track the health & availability of our hosted services. This constantly tests the availability of the application, and health of our infrastructure. ; ; Abnormal incidents or any degradation in service will be acted upon as immediately as possible in accordance with our SLA.; ; All hosted services leverage geographically zoned availability sets within Azure for both the application and database servers to protect against single-points-of-failure and provide a completely automated fail-over to a redundant system. This ensures Omfax Systems can guarantee a 99.95% infrastructure up-time SLA for our hosted services.
• Incident management type: Supplier-defined controls
• Incident management approach: Incidents impacting services in most cases can be handled by automatic fail-over capabilities. For incidents that cannot be resolved automatically Omfax Systems are alerted via active monitoring and alerting software. Omfax Systems will always communicate any unplanned incidents that impact services with affected customers.; ; To report incidents, customers can raise support issues anytime via our support email, or by contacting their Customer Services Consultant. Incidents are tracked through our ticketing system and we will provide updates to the customer until a final resolution is found.; ; We align with common ITIL best practices to deliver a consistent approach to incident management.

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

  Keyfax Repairs Diagnostics and Repairs Self Service ensure that tenant repairs are handled consistently and are correctly diagnosed. The latest version also includes end-to-end video capability for 'eyes-on' diagnosis of issues like mould and damp. This means that fewer repairs will be mis-diagnosed, leading to reduced need for repairs teams to re-visit a property, and thereby reducing your carbon footprint from unnecessary travel. ; ; Similarly, with end-to-end video, fewer inspections will be required where the contractor visits to inspect the reported repair. Again this saves valuable time and prevents greenhouse gas emissions. ; ; Also as an organisation Omfax is committed to lowering our carbon footprint through recycling, reducing our use of paper and ensuring our vehicles are electric or e-hybrids.; ; Keyfax Repairs Self Service offers a 24 hour repairs handling for tenants. This reduces their need to visit their landlord and further reduces carbon emissions.

  Covid-19 recovery

  Keyfax supports organisations to recover from the impacts of COVID-19 by providing a new way of working to deliver the repair services. Tenants used to visiting their landlord are enabled to keep in communication with them to report repairs or any other tenant enquiry through Keyfax SaaS Repairs and Enquiries Self Service. ; ; So, Keyfax provides tenants (and leaseholders) with a way to engage with their landlord 24/7 through any internet enabled browser. ; ; Keyfax is also able to help support the mental health of people through Keyfax SaaS Enquiries by offering a triage service for people experiencing the stress of Anti Social Behaviour. So that they have an outlet to report ASB 24/7 through Keyfax, reducing the demand on health and care services.; ; Keyfax SaaS Self Service also supports the COVID-19 recovery effort; by offering social distancing of tenants and landlords, whilst still providing communication and a way to relate issues like repairs and other tenancy issues e.g. ASB.

  Tackling economic inequality

  Keyfax SaaS includes Keyfax Repairs (and Enquiries) Self Service. This enables tenants and leaseholders to access landlord services 24/7 without the need to visit the landlord's premises. It helps to deliver a lower cost un-manned service whilst still maintaining the landlord's policies and quality standards whilst delivering the service. ; ; Similarly because the Self-Service modules (Enquiries and Repairs) are software based they can be easily scaled to support a growing tenant base attracted by the ease of online self service. It delivers on providing a very modern interface, increased productivity for the landlord, and convenience for the tenant.

  Equal opportunity

  The Self Service Modules of Keyfax SaaS have been integrated with accessibility tools such as ReachDeck (which was BrowseAloud). This makes it much easier for customers with visual impairments to use the products. We are happy to work with other accessibility providers to integrate Keyfax SaaS so that it is easily used by disabled people.

  Wellbeing

  Keyfax SaaS has tenant wellbeing designed in. Helping tenants to share issues like repairs and providing a way to report Anti-social behaviour is at the very heart of the product. At the physical wellbeing level, repairs like burst pipes or condensation and mould can be quickly triaged and the right repairs operative dispatched, using the correct priority.; ; Similarly, having a 24/7 channel open to you as a tenant where you can report issues with your tenancy helps to reduce the stress of those life issues, and helps improve mental health and wellbeing. ; ; Having your housing policies built into a set of diagnostic scripts also helps the mental wellbeing of staff, knowing that whatever call they might take from a resident, there will be a diagnostic script to guide them through the handling of the inbound call.

Pricing

• Price: £0.73 to £2.55 a unit a year
• Discount for educational organisations: Yes
• Free trial available: Yes
• Description of free trial: - Access to Keyfax; - Access to a simulated host system (HMS/CRM) and tenant portal; - Immediate access after sign-up to a free 30-day trial; - A personalised demo of Keyfax (upon request); - Access to customer support; ; Currently, does not include diagnostic scripting administration.
• Link to free trial: Request a free demo from any form on https://omfax.co.uk

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 jim@omfax.co.uk. Tell them what format you need. It will help if you say what assistive technology you use.