A.V.R. GROUP LIMITED

Multi Agency Incident Transfer Hub

MAIT, or Multi Agency Incident Transfer, is the catalyst for seamless incident communication among emergency services. Developed in collaboration with British APCO, MAIT adheres to an open standard, fostering quicker and more informed decision-making during critical incidents.

Features

• Real time incident transfer
• Secure
• Resilient architecture
• UK Data Centres

Benefits

• Rapid communications
• Reduce response times
• Secure, reliable communications
• Transfer one incident to many responders

• 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 paul.miller@monitoring.co.uk. Tell them what format you need. It will help if you say what assistive technology you use.

Framework

G-Cloud 15

Service ID

561628699875085

Contact

Paul Miller
08704009998
paul.miller@monitoring.co.uk

About your service

• Service categories:

  Applications

  Production and operations

  • Other operations
• Multi cloud support: No

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: Interfaces to MAIT compliant emergency service command and control systems for instant incident transfer.
• Cloud deployment model: Private cloud
• Service constraints: 99.99% availability except during agreed maintenance windows
• System requirements:
  • MAIT Integrated, compatible command and control system
  • MAIT Web, Windows 10, Windows 11 OS

User support

• Email or online ticketing support: Yes
• Support response times: Online support tickets responded to within office hours.
• User can manage status and priority of support tickets: No
• Phone support: No
• Web chat support: Yes
• Web chat support availability: 9 to 5 (UK time), Monday to Friday
• Web chat support accessibility standard: WCAG 2.2 AA
• Web chat accessibility testing: N/a
• Onsite support: No
• Support levels: Support is integral to the AVR MAIT hub service and is provided through a dedicated support portal. ; The support team likely consists of highly skilled professionals who are well-versed with the intricacies of the AVR MAIT hub and its underlying technology and is equipped to handle a wide range of issues effectively and efficiently.; Beyond reactive support, the AVR MAIT service includes proactive monitoring of system health and performance to help in identifying and resolving potential issues before they escalate, ensuring uninterrupted service availability.
• Support available to third parties: No
• AI chatbot: No

Onboarding and offboarding

• Getting started: User documentation augmented with online training and technical support. Where users are operating an integrated command and control system user training and documentation will be provided by the command and control system provider. The standalone AVR MAIT web based option includes online user documentation.
• Service documentation: Yes
• Documentation formats: PDF
• End-of-contract data extraction: The user will specify the specific data sets or categories to be extracted. The export formats include CSV (Comma-Separated Values), Excel spreadsheets, and PDFs. Once the export is complete, the integrity of the exported data may be verified by reviewing sample files and perform data validation checks to ensure accuracy and completeness.; The extracted data will be secured during the transition period and thereafter securely transferred to the user.; After successfully transferring the data to the user, the account will be closed and all data deleted to ensure no unauthorised access to user data post-contract termination.
• End-of-contract process: Data extract is provided at the end of the contract without cost, their are no charges to exit the contract when the contract ends.
• Documentation accessibility standard: WCAG 2.2 AAA

Using the service

• Web browser interface: Yes
• Supported browsers:
  • Microsoft Edge
  • Firefox
  • Chrome
  • Other
• Application to install: No
• Designed for use on mobile devices: No
• Service interface: No
• User support accessibility: WCAG 2.2 AAA
• API: No
• Customisation available: Yes
• Description of customisation: AVR can customise the MAIT web service (non-integrated) to meet user requirements regarding labelling of fields, alerting options, and message broadcasts while maintaining compatibility with the MAIT schema and other connected systems

Scaling

• Independence of resources: The AVR MAIT service infrastructure is highly scalable, capable of dynamically adjusting resources based on demand fluctuations. This ensures that increased usage by one set of users doesn't degrade performance for others.; Load balancing techniques evenly distribute messages across multiple servers to prevents any single server from becoming overloaded.; Monitoring and alerting systems continuously track performance and resource utilisation, and alert administrators of any performance degradation so that proactive measures can be taken.; By implementing these strategies the AVR MAIT service ensures that users are insulated from the impact of demand fluctuations, delivering a reliable messaging experience for all users.

Analytics

• Service usage metrics: Yes
• Metrics types: Service usage metrics for the AVR MAIT service include:; ; The number of unique users actively engaging with the messaging service within a specified time frame.; ; Total volume of messages sent and received over a given period.; ; The percentage of messages successfully delivered to recipients without errors or delays.; ; Average time it takes for messages to be delivered from sender to recipient.; ; System uptime and responsiveness.; ; Metrics related to data security, privacy, and compliance with regulatory requirements to ensure the messaging service meets data protection requirements and user expectations.
• Reporting types: Reports on request
• Resource tagging: No
• FOCUS resource tagging: No

Resellers

• Supplier type: Not a reseller

Staff security

• Staff security clearance: Conforms to BS7858:2019
• Government security clearance: Security Clearance (SC)

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: Complies with a recognised standard (for example CSA CCM version 4.0)
• Penetration testing frequency: At least once a year
• Penetration testing approach: ‘IT Health Check’ performed by a CHECK service provider
• Protecting data at rest:
  • Physical access control, complying with CSA CCM v4.0
  • Encryption of all physical media
• Data sanitisation process: Yes
• Equipment disposal approach: Complying with a recognised standard, for example CSA CCM v4.0, CAS (Sanitisation) or ISO/IEC 27001
• Data sanitisation type: Deleted data can’t be directly accessed / Cryptographic Erasure

Data importing and exporting

• Data export approach: Users will not normally export data when using MAIT - data is transferred between participating organisations in real time
• Data export formats: CSV
• Data import formats: CSV

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: Service availability 99.99%, full details provided in Service Level Agreement Document
• Approach to resilience: Resilient architecture distributed across geographically separated secure locations. ISO 27001 and ISO 22301 certificated - further information available on request
• Outage reporting: Any service outages are notified by email alerts

Identity and authentication

• User authentication needed: Yes
• User authentication:
  • Multi-Factor Authentication (MFA)
  • Public key authentication (including by TLS client certificate)
  • Limited access network (for example PSN)
  • Dedicated link (for example VPN)
• Access restrictions in management interfaces and support channels: Access to management interfaces and support channels is enforced through robust access controls. Role-based access control (RBAC) assigns permissions based on job roles and responsibilities. Multi-factor authentication (MFA) enhances authentication security. Access permissions are regularly reviewed and update to ensure only authorised personnel have access. Encrypted connections (e.g., SSL/TLS) are used to secure communications and access logs monitored for suspicious activities and any anomalies promptly investigated
• Access restriction testing frequency: At least every 6 months
• Management access authentication:
  • Multi-Factor Authentication (MFA)
  • Public key authentication (including by TLS client certificate)
  • Limited access network (for example PSN)
  • 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

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: MAIT Data is classified by the message originator and role-based access control (RBAC) utilised to restrict access to authorised personnel.; A patch management process ensures timely installation of security patches and updates for software, applications, and systems to address known vulnerabilities.; The Senior Information Risk Owner ensures compliance with policies and regulations and receives reports from the technical team and/or Data Protection Officer of any security incidents. Periodic audits, security assessments and IT CHECK health checks evaluate compliance with information security policies and identify areas for improvement.; Security controls and technologies include firewalls, intrusion detection/prevention systems (IDS/IPS), and data loss prevention (DLP) solutions to enforce policy adherence and protect against threats.; There is continual monitoring and review of information security policies and processes to adapt to evolving threats, technology advancements, and regulatory changes.; Certified compliant to ISO 27001 by UKAS accredited certification body.
• Software Security Code of Practice: Yes

Operational security

• Configuration and change management standard: Complies with a recognised standard, for example CSA CCM v4.0 or SSAE-18 / ISAE 3402
• Configuration and change management approach: The AVR Configuration and change management process entails documenting all service components, submitting change requests, and undergoing review before testing and deployment. Components are tracked using an inventory system, documenting configurations and versions. Changes undergo rigorous security impact assessments, considering vulnerabilities, compliance, access control, data protection, and incident response implications. Regular audits ensure adherence to standards and timely updates to the process for evolving security needs
• Vulnerability management type: Complies with a recognised standard, for example CSA CCM v4.0 or SSAE-18 / ISAE 3402
• Vulnerability management approach: The AVR vulnerability management process involves continuous assessment of potential threats to services. This includes identifying vulnerabilities, prioritising them based on severity, and implementing appropriate controls or patches within 14 days of release by the supplier. Information about potential threats is sourced from various channels including the National Cyber Security Centre, National Protective Security Authority, threat intelligence feeds, vendor notifications, and security forums. Regular vulnerability scans, penetration testing (NCSC CHECK scheme), and security audits help ensure proactive identification and mitigation of security risks, adhering to industry standards and best practices
• Protective monitoring type: Complies with a recognised standard, for example CSA CCM v4.0 or SSAE-18 / ISAE 3402
• Protective monitoring approach: Protective monitoring aligns with the government's 5th cloud security principle by continuously monitoring system activities and network traffic for suspicious behaviour or unauthorised access. Real-time analysis of logs, alerts, and security events enables promptly detection and response to potential threats. Monitoring tools are deployed to track user activities, system changes, and data access, ensuring compliance with security policies and regulations. Incident response procedures are in place 24/7/365 to investigate and mitigate security incidents swiftly, minimising the impact on operational security.
• Incident management type: Complies with a recognised standard, for example, CSA CCM v4.0 or ISO/IEC 27035:2011 or SSAE-18 / ISAE 3402
• Incident management approach: The AVR incident management process ensures swift response to security incidents detected by or reported to our 24/7/365 centre. Pre-defined processes outline steps required for events including unauthorised access attempts, malware detection, or data breaches. Incidents are reported via an online support ticketing system, categorised, prioritised, and assigned to appropriate responders. Established procedures exist for containment, eradication, and recovery to minimise impact on operational security. Post-incident analysis facilitate continuous improvement and resilience against future incidents, incident reports are distributed from the online support ticketing system
• Post-quantum cryptography secure: Yes

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 v4.0)

Public sector networks

• Connection to public sector networks: Yes
• Connected networks:
  • Public Services Network (PSN)
  • Police National Network (PNN)

Pricing

• Discount for educational organisations: No
• Free trial available: Yes
• Description of free trial: A demonstration version is available for time unlimited evaluation

Discount percentage by annual call-off contract value (excluding VAT)

• Less than £250,000: 0%
• Between £250,000 and £500,000: 0%
• Between £500,001 and £1,000,000: 0%
• Between £1,000,001 and £2,500,000: 0%
• Between £2,500,001 and £5,000,000: 0%
• Over £5,000,001: 0%

Non-mandatory Standards and certifications

• ISO/IEC 27001 certification: Yes
• Who accredited the ISO/IEC 27001: ISOQAR
• ISO/IEC 27001 accreditation date: Thursday 17 November 2011
• What the ISO/IEC 27001 doesn’t cover: N/A
• ISO 28000:2022 certification: No
• ISO 9001 certification: Yes
• Who accredited the ISO 9001 certification: NSI
• ISO 9001 accreditation date: Wednesday 1 February 1995
• What the ISO 9001 doesn’t cover: N/A
• Quality management systems (QMS): Yes
• CSA STAR certification: No
• PCI certification: No
• Cyber essentials: Yes
• Please provide your Cyber Essentials Certificate Number: 3cb8b388-2767-4fa1-b813-589e918a462f
• Cyber essentials plus: No
• Cyber Essentials Alternative: None of the criteria
• Other security certifications: Yes
• Any other security certifications:
  • BS7858 Security Screening of Individuals in Security environment
  • BS 5979 Category II accredited ARC (NSI Gold)
  • BS 10008: Evidential Weight and Legal Admissibility of Electronic Information
  • ISO 22301: Business Continuity Management System

Social value

• Section B - Commitment for Future: Delivery:

  • Mission: Kick start economic growth. To secure the highest sustained growth in the G7 - with good jobs and productivity growth in every part of the country making everyone, not just a few, better off.

    Policy Outcome 1: Fair work: That offers fair wages and good working conditions. Help people get a job, stay in work, and progress in their careers, with good employment opportunities across the country. Notes: Where there is a large proportion of labour costs in the contract, commercial teams should consider MAC in Outcome 1 as a priority

    • Payment of more than the National Minimum Wage or National Living Wage (as appropriate) to the contract workforce
    • Measures to support in-work progression to help people in the contract workforce, to move into higher paid work by developing new skills relevant to the contract
    • Support for the contract workforce by providing career advice, and providing opportunities for staff working on the contract with in-work progression career development into known skills shortages or high growth areas
    • Support for educational attainment relevant to the contract, including training schemes that address skills gaps and result in recognised qualifications
    • Understanding of the modern slavery risks and issues affecting the market, industry, sector or country (of origin or of source) relevant to the contract, and the workforce in the supplier’s own organisation and those of its key subcontractors
    • Measures to identify, mitigate and manage modern slavery risks relating to the contract and how these will be implemented
    • Outline policies and practices to be applied to or put in place for the contract to mitigate and manage modern slavery risks, including: Pre-employment checks, recruitment practices. Workplace conditions, safeguarding plans and processes in place and regular monitoring with relevant groups considered, which may include sampling

  • Mission: Build an NHS fit for the future: That is there when people need it; with fewer lives lost to the biggest killers; in a fairer Britain, where everyone lives well for longer.

    Policy Outcome 8: Increasing productivity through physical and mental wellbeing: In the supply chain and communities in the relevant area.

    • Understanding of issues relating to health and wellbeing, including physical and mental health, in the contract workforce

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 paul.miller@monitoring.co.uk. Tell them what format you need. It will help if you say what assistive technology you use.