Computer Application Services Limited t/a Workpro
Workpro Case Management Support Services
Workpro Support Services are available to support Workpro case management software purchased under G Cloud 14 Lot 2.
Services include planning, setup and migration, integration, training, and configuration changes or additions. These services are applicable to all Workpro case management versions (Complaints, HR and Employee Relations, Requests (FOI, DPA), Casework).
Features
- Implementation planning, requirements gathering and specification production.
- Setup and Migration services, including data and document import.
- Integration services, e.g. other client systems, authentication systems, branding etc.
- Training services for System Administrators, Users and Report Writers.
- Configuration services, changes or additions to standard workflow, reports etc.
Benefits
- Ensures Workpro solution reflects any unique organisational requirements.
- Minimise costs by building on functionality in standard Workpro package.
- Exceptional flexibility and scalability. Workpro can adapt to business needs.
- Investment protection through integration with any existing systems.
- Harness current data and minimise duplication through data migration.
- Adapt to legislation, business process and environment changes over time.
- Compliance with legislation, regulation and business goals assured.
- Optimise efficient use of combined systems/ data.
- Supplement internal IT resources with our expertise as needed
Pricing
£990 a unit a day
Service documents
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 gcloud@workpro.com.
Tell them what format you need. It will help if you say what assistive technology you use.
Framework
G-Cloud 14
Service ID
5 7 4 2 4 7 7 2 2 1 7 5 4 5 2
Contact
Computer Application Services Limited t/a Workpro
Ken Naismith
Telephone: 0131 449 7071
Email: gcloud@workpro.com
Planning
- Planning service
- Yes
- How the planning service works
- Workpro Business Analysts are experienced in gathering requirements and formalising them into specification documents. The inclusion of agreed acceptance criteria ensures a shared understanding of requirements with our customers. To help clients with the process of planning their cloud software implementation, we give access to a core system and an example configuration specification. The client compares these with their own requirements specification (if they have one) and adjusts or adds to the configuration specification as necessary.
- Planning service works with specific services
- Yes
- Hosting or software services the planning service works with
-
- Workpro Complaints Management software
- Workpro HR and Employee Relations case management software
- Workpro Requests - FOI, EIR and DPA case management software
- Workpro Casework - case management system
Training
- Training service provided
- Yes
- How the training service works
-
Training is delivered online in manageable modules for System Administrators, Users & Report Writers. Sessions are recorded so that users can refer back to them, and notes and exercises are provided to help users consolidate their learning. All sessions in are groups of 8 attendees. A Workpro User Guide is also supplied with the system, accessible by an on-screen help link. System Administrators training covers: core record management including automated tasks, case permissions, case unlocking and user management (access and roles), dashboard and report management, templates, document folders and file management, form and list management.
User training includes: overviews and monitoring caseload, process, workflow, tasks and alerts, all document actions, all case actions, including adding participants, linking cases, closing and re-opening, search.
Report Writer training covers report administration, development, creation and subscriptions. - Training is tied to specific services
- Yes
- Services the training service works with
-
- Workpro Complaints Management software
- Workpro HR and Employee Relations case management software
- Workpro Requests - FOI, EIR and DPA case management software
- Workpro Casework - case management system
Setup and migration
- Setup or migration service available
- Yes
- How the setup or migration service works
-
Data migration – import existing case data into Workpro using agreed format (usually .csv file). We provide a template you can use to extract data from the original system.
• Document import – we can work with you to import existing case documents into Workpro. Please note that documents must be in an appropriate, structured folder format. - Setup or migration service is for specific cloud services
- Yes
- List of supported services
-
- Workpro Complaints Management software
- Workpro HR and Employee Relations case management software
- Workpro Requests - FOI, EIR and DPA case management software
- Workpro Casework - case management system
Quality assurance and performance testing
- Quality assurance and performance testing service
- No
Security testing
- Security services
- No
Ongoing support
- Ongoing support service
- Yes
- Types of service supported
- Hosting or software provided by your organisation
- How the support service works
-
CAS operates an ITIL compliant support operation comprising of manned help desk with backup technical resource as required.
• 24/7/365 online support portal, for logging and monitoring issues, requests and billing
• Support is also available by email or telephone through our helpdesk
• On-screen Help link always visible to users, with access to Workpro User Guide.
• Remote support can be carried out via dedicated link if required.
• Workpro is an evolving product and one system upgrade is available per year.
• Planned and emergency maintenance is included with the standard support package, including monthly patching out of hours, with users notified in advance.
• Standard Workpro application support hours are Mon-Fri 9-5, excluding the Christmas and New Year period. Out of hours cover is available – this is charged at 1.5 times our standard rate. Please refer to our SFIA Rate Card.
Our Business Relationship Manager oversees your contract and acts as an escalation point.
Service scope
- Service constraints
- Access to Workpro can be constrained to a site based VPN, but this is not mandatory.
User support
- Email or online ticketing support
- Email or online ticketing
- Support response times
- We aim to respond as soon as possible, with standard response commitments as follows: Priority 1 within 1 hour (system non-operational and affects more than 50% users). Priority 2 within 4 hours (system non-operational and affects minority of users). Priority 3 within 4 hours (identifiable fault but system still operational, minor faults and advice). Priority 4 within 8 hours (cosmetic issues which do not affect the operation of the system). Priority 5 within 5 working days (system enhancements, new and additional features). Standard working hours are Mon-Fri 9am-5pm GMT but out of hours support is available.
- User can manage status and priority of support tickets
- Yes
- Online ticketing support accessibility
- WCAG 2.1 A
- Phone support
- Yes
- Phone support availability
- 9 to 5 (UK time), Monday to Friday
- Web chat support
- No
- Support levels
- We operate an ITIL compliant support operation including manned help desk with backup technical resource as required. • 24/7/365 online support portal, for logging/monitoring issues, requests and billing Support is available by email/telephone through our helpdesk • Remote support can be carried out via dedicated link. • Workpro is an evolving product with one annual system upgrade • Standard Workpro application support hours are Mon-Fri 9-5, excluding Christmas and New Year. Our response times are based on 6 priorities: Priority 1 system non-operational and affects majority of (>50%) users with a target of resolve < 5 hours Mon-Fri. Priority 2 system non-operational and only affects minority (<50%) of users with a target of resolve in < 12 hours. Priority 3 identifiable fault but system still operational , minor faults and advice with a target to resolve in < 30 days. Priority 4 cosmetic issues which don't affect the operation of the system with a target to resolve in < 60 days. Priority 5 system enhancements, new and additional features with a target to negotiate resolution. Priority 6 requests for advice with a target to resolve in < 10 days.
Resellers
- Supplier type
- Not a reseller
Staff security
- Staff security clearance
- Other security clearance
- Government security clearance
- Up to Security Clearance (SC)
Standards and certifications
- ISO/IEC 27001 certification
- Yes
- Who accredited the ISO/IEC 27001
- LRQA Limited
- ISO/IEC 27001 accreditation date
- 25/11/2023
- What the ISO/IEC 27001 doesn’t cover
- The CAS ISO27001 certification scope covers the service provided directly by the organisation, i.e. the software processing and storage environment, and development and administrative systems in place to support this. It also covers secure delivery of case management from our two UK data centre locations, which are managed by our cloud hosting partner.
- ISO 28000:2007 certification
- No
- CSA STAR certification
- No
- PCI certification
- No
- Cyber essentials
- Yes
- Cyber essentials plus
- Yes
- Other security certifications
- No
Social Value
- Social Value
-
Social Value
- Fighting climate change
- Covid-19 recovery
- Tackling economic inequality
- Equal opportunity
- Wellbeing
Fighting climate change
• Our hosting platform uses 100% renewable energy to power their data centres and supports an initiative to convert waste heat into energy.
• Workpro includes a file management tool that promotes the timely removal of data and files. A robust document management regime reduces unnecessary e-storage and associated cloud infrastructure emissions, while promoting best practice data protection.
• Workpro enables organisations to move to more ‘paperless’ ways of working with the ability to send and receive correspondence electronically.
• We have ISO 14001 certification which helps us promote team awareness and action in reducing our environmental impact.Covid-19 recovery
• Covid-19 saw an increase in enquiries from dispersed teams struggling to maintain visibility of caseload activity, with data security concerns about the use of multiple devices in remote locations. Workpro is online software that enables new ways of working as it ensures teams can collaborate efficiently on cases wherever they are, with data stored centrally in a system with robust security measures.Tackling economic inequality
• We have invested heavily in cyber security monitoring for all Workpro systems. All Workpro hosted systems benefit from a fully Managed Security Service (iMMS). iMMS uses artificial intelligence (AI) and next generation cyber security tools, combined with 24/7 monitoring by cyber security experts, to identify and ensure protection from threats.
• Workpro tools help caseworker teams deliver better service to their customers with reduced case turnaround times and consistent responses. Workpro reporting gives management teams the ability to analyse and learn from case data so they can identify product and service improvements, and address any systemic issues.
• Scotland is experiencing a skills shortage in software development. Our team continues to grow and our new hybrid way of working has enabled us to recruit software developers and project managers from other areas of the UK.
• We regularly invest in staff training, including funding courses for recognised qualifications. Recent examples including funding the achievement of Professional Diploma in UX Design for our UX Designer, and an Open University Project Management course for one of our senior developers.Equal opportunity
• We have a long-standing Equality Policy and taking its natural course recruitment has seen a broad base of nationalities, backgrounds and interests represented in CAS.
• We are Employee Owned, meaning every employee has a stake in the business either directly or via our Employee Benefit Trust.Wellbeing
• Our staff are supported by a comprehensive Employee Assistance Programme with access to medical, legal, and counselling support.
• All managers have undergone Menopause training and we have an appointed Menopause Wellbeing Champion.
• The team has undergone DiSC Profiling and training to promote understanding of different communication and work styles and needs.
• Regular VIP Awards (Values In Practice) recognise commitment to our company values. These are peer group awards, recognition of team members by the team.
• We support local schools, providing IT equipment and work experience as needed.
• Charitable donations are made throughout the year to employee nominated causes.
• We operate an employee volunteering scheme, making 2 hours per week/1 day per month available during work time to help their choice of charity.
Pricing
- Price
- £990 a unit a day
- Discount for educational organisations
- No
Service documents
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 gcloud@workpro.com.
Tell them what format you need. It will help if you say what assistive technology you use.