METRICELL LIMITED

SmartTools - Area Improvement and Workflow Manager

This software service is designed to automatically identify and manage areas of poor mobile/private network connectivity. Evaluating a vast range of datasets, Area Improvement and Workflow Manager ("AIM") uses machine learning and proprietary algorithms to create geographic clusters for improvement. Users can be assigned responsibility, make comments and track trends.

Features

• Automatic Candidate Area generation based on extensive data analysis.
• Ability to identify different categories of Candidate Area.
• Adjustable weightings to identify only the worst performing areas.
• Customisable worksheets to match existing workflows and processes.
• Ability to analyse any dataset and produce actionable insights.
• Platform permissions control data accessibility and editing capabilities.
• Aging factors ensure the latest data is prioritised during analysis.
• KQI tracking allows for positive/negative impact of work.
• End to End process capture in a single, centralised platform.
• Automatic prioritisation of areas based on customer defined thresholds.

Benefits

• Automation of a previously time consuming manual identification process.
• Solution flexibility encompasses unique workflows and processes.
• Solution flexibility encompasses unique workflows and processes.
• Collaboration between departments working towards the same goals.
• Any dataset can be integrated into the software algorithm.
• Trend monitoring to identify network quality improvements in an area.
• Analyse the problem area against other datasets in the solution.
• End-to-end process digitalisation reduces time to complete tasks.
• Auditable work trails for each Action Area through entire workflow.
• Assign the Area to relevant department to continue investigations.

• 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 luke.alexander@metricell.com. Tell them what format you need. It will help if you say what assistive technology you use.

Framework

G-Cloud 15

Service ID

574460297715636

Contact

Luke Alexander
07901604469
luke.alexander@metricell.com

About your service

• Service categories:

  Application Development and Deployment

  Analytics and business intelligence

  • Location and geospatial data management and analytics
• Multi cloud support: Yes

Service scope

• Software add-on or extension: No
• Cloud deployment model:
  • Public cloud
  • Private cloud
• Service constraints: None
• System requirements:
  • Windows Server
  • SQL Server
  • Linux Server
  • Android OS
  • IOS OS

User support

• Email or online ticketing support: Yes
• Support response times: Support and Maintenance KPIs vary based on Buyer requirements. Metricell is often responsible for IAM, User Authentication and general day-to-day User Account Management.; ; Response times for our support levels:; -Bronze = Critical ≤24 hours, High ≤48 hours, Medium ≤60 hours, Low ≤80 hours.; -Silver = Critical ≤16 hours, High ≤32 hours, Medium ≤36 hours, Low ≤72 hours.; -Gold = Critical ≤8 hours, High ≤16 hours, Medium ≤24 hours, Low ≤60 hours.; -Platinum = Critical ≤4 hours, High ≤8 hours, Medium ≤12 hours, Low ≤48 hours.; ; Note: Hours = Operational Hours.; See ‘Service Definition Document’.
• 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: Metricell provide four levels of support (Bronze is mandatory). All include a Technical Account Manager.; ; Bronze:; -10% of the total software price; -≥97% Uptime; -≥95% Service Availability; -Monday-Friday 08:00-18:00 (excl. Public Holidays); -Target resolution or workaround for Critical issue: Reduced to P2 within 30 hours; fully resolved within 96 hours. Other responses vary based on ticket priority.; ; Silver:; -15% of the total software price; -≥98% Uptime; -≥96% Service Availability; -Monday-Friday 08:00-18:00 (excl. Public Holidays); -Target resolution or workaround for Critical issue: Reduced to P2 within 24 hours; fully resolved within 72 hours. Other responses vary based on ticket priority.; ; Gold:; -20% of the total software price; -≥99% Uptime; -≥97% Service Availability; -Standard Client Working Week (Up to 50 Hours excl. Public Holidays); -Target resolution or workaround for Critical issue: Reduced to P2 within 18 hours; fully resolved within 60 hours. Other responses vary based on ticket priority.; ; Platinum:; -25% of the total software price; -≥99.50% Uptime; -≥98% Service Availability; -24/7/365; -Target resolution or workaround for Critical issue: Reduced to P2 within 12 hours; fully resolved within 48 hours. Other responses vary based on ticket priority.; ; Note: Hours = Operational Hours.; See ‘Service Definition Document’.
• Support available to third parties: Yes

Onboarding and offboarding

• Getting started: Prior to the software becoming fully operational Metricell will undertake a number of actions so there is a smooth deployment process to the Buyer. These are listed below:; >Documentation: User Guides; Release Notes for any updates/upgrades; >Training: Metricell will run ‘Train-the-trainer’ sessions with the Buyer, either online, onsite or at Metricell's HQ. The purpose of these sessions are to allow the Buyers internal training team to learn how to use the solution on an in-depth level so they are fully competent. The training team can then distribute this knowledge throughout the user base where required, for which Metricell will often provide continued support.; >Ad-hoc training upon request for any new users of the software, delivered by the Metricell Service Desk.; >Knowledge Repository: Metricell utilise a support platform called HappyFox which contains a range of resources available to the Buyer. This includes video guides and FAQs which will allow the Buyer to self-educate themselves on how to use the solution.; >Quarterly workshops to refresh product knowledge, present the short-term roadmap, train all users on new functionality.; >Shared multi-customer annual roundtable sessions, where our customers share ideas and experiences directly with each other.; >Other bespoke training arranged based on the Buyer's request.
• Service documentation: Yes
• Documentation formats:
  • PDF
  • Other
• Other documentation formats:
  • Microsoft Word
  • Microsoft Excel
  • Microsoft PowerPoint
  • Microsoft Project
• End-of-contract data extraction: User can download their data from the platform directly via the service interface in the form of a Data Export Wizard. Alternatively data can be dispatched by Metricell to a specific drop site (sFTP, SharePoint, Huddle, etc.) for users to store and download at a later date.; ; All data, whether collected by Metricell applications or provided by the customer (e.g. from internal tools and systems) can also be backed up and provided in common file formats such as .cvs or .txt.; ; Depending on the type of data, Metricell may also be able to support additional exports, correlation or processing of data prior to contract end. This may include, for example, converting data into more digestible/ useable offline formats such as raster, verctor, ArcGIS, or static reports. It should be noted that this may be subject to additional charge.
• End-of-contract process: Metricell have a defined End of Service Process, which aims to minimalise disruption to the Buyer and the end users of the software.; ; Closing down the service must accomplish the following:; > A planned and well communicated shut down of the service, with user consultation and notification.; > Migration or exportation of key customer datasets and analysis, depending on the use cases deployed.; > Return or deletion of customer IPR and collateral.; > Correct handover to IT and Operational Teams for the data sanitisation process. Typically this may follow a standstill period, to ensure that the software can be restored should a change in decision be made.; ; Typically the process should be performed over a 60-90 day period, to allow for the appropriate commercial and technical actions to be planned and executed.
• Documentation accessibility standard: WCAG 2.2 AAA

Using the service

• Web browser interface: Yes
• Supported browsers:
  • Microsoft Edge
  • Firefox
  • Chrome
• Application to install: Yes
• Compatible operating systems:
  • Android
  • IOS
  • Linux or Unix
  • Windows
• Designed for use on mobile devices: Yes
• Differences between the mobile and desktop service: There are optional components of the cloud software services which are designed to work on mobile. These are predominately mobile applications that function on an Android and iOS interface.
• Service interface: Yes
• User support accessibility: None or don’t know
• Description of service interface: Our software is extremely versatile and can visualise any dataset with particular strength at visualising and reporting on geospatial data. Information can be displayed within a map interface and within defined reports or customisable ‘build your own’ dashboards. The service interface is easy to use and user-friendly, helping users achieve a high level of efficiency while using the software. Datasets can also be correlated to each other for analysis, automated pattern identification and data validation.; ; The interface has been designed over the last decade with input from customers, industry experts and thorough research; to create an unparalleled GIS visualisation experience.
• Accessibility standards: None or don’t know
• Description of accessibility: Users access via a Public or Private URL, with varying levels of security (e.g. connection to VPN) based on Buyer needs.; ; Existing account users can login with credentials and two-factor authentication. New access is controlled via a 'Request Access' feature that allows them to input all necessary details. Requests are directly shared with an 'Approver' at the Buyer who can then accept or reject access.; ; Users can also use the Forgotten Password function and perform some self-serve actions in order to regain access.; ; Once logged in, users can use the software with all available and supported web browser assisted technologies.
• Accessibility testing: Metricell focuses on an inclusive software experience for our users, aiming towards W3C WCAG 2.2 guidelines and ISO 40500 accreditation by 2023. It is designed to be easy to use and intuitive.; ; Examples of testing that has been performed within the software interface include:; >Non-interference with native/activated accessibility features; >Text-to-speech and image-to-text support; >Consistent imagery and icon usage; >Flexible zoom controls; >Colour labelling and per-user colour configuration; >Multi-language support; >Touch-device compatibility
• API: Yes
• What users can and can't do using the API: Metricell provides REST APIs to access different resources (data entities) available within the platform via URL paths. The use of the REST API relies on third-party applications making HTTP(s) requests and parsing the response. This acts as standard connection interface for 3rd party tools, which allows the software to share data with other systems automatically.; ; The response format is JSON, although SQL and XML can also be used in some cases. The call methods are the standard HTTP methods (GET, PUT, POST and DELETE).; ; The APIs are developed by Metricell for specific use cases and provided to customers with appropriate documentation. Users can't make changes to the APIs, although they are often tailored to meet a Buyer's specific requirements.
• API documentation: Yes
• API documentation formats:
  • Open API (also known as Swagger)
  • PDF
  • Other
• API sandbox or test environment: Yes
• Customisation available: Yes
• Description of customisation: The software provides a wide range of customisation options.; ; Within the service interface, users can build a custom workspace; defining how data is visually presented in the map e.g. which data layers to view, how data is filtered, map themes, 2D vs. 3D views, colouring and legend thresholds, and more. Dashboards can be designed and built to a users own requirements, making use of charts, graphs, data tables, and polygon based maps.; ; Other optional components of the software, such as a range of accompanying mobile applications, can be customised to perform certain automated testing, behave differently based on unique vs. group identifiers, or even be re-branded to the Buyers own specifications.; ; Much customisation can be performed within the software, via an easy to use interface, including 'drag and drop' style features or standardised filtering and layer controls.; ; Outside of the tool, the Buyer can work with their Technical Account Manager and other key stakeholders to request changes and seek new developments. Metricell's team of experienced software developers will be able to customise software functions based on user needs and automate any new data feed inputs.

Scaling

• Independence of resources: Each software deployment is scaled to fit the specific needs of the Buyer i.e. dimensioning against expected usage, data load, concurrent users, and storage requirements.; ; Large scale processing is performed out-of-hours (e.g. overnight or at weekends), with the majority of data loading close to real time / upon receipt to maintain a consistent inflow of data, without significant service impact.; ; Our software is often processing large, complex buyer datasets, as well as that from our own applications. Every dataset undergoes an Impact Assessment to ensure it's suitability and to design the most efficient loading method to ensure no performance degradation.

Analytics

• Service usage metrics: Yes
• Metrics types: Metricell's software provides metrics to measure software performance, usage behaviour and user actions. The data is made available via administrator controlled dashboards within the software service interface. Additional statistics can also be viewed via the software's Administration Panel.; ; In summary:; >Administration Panel Metrics = User details, last login, status and user group. As well as device metrics and counts.; >Software Metrics = Number of errors, average load times, feature usage counts, etc.; >User Metrics = Illustrates how users are utilizing the software, including usage per tool and feature, average session durations, interaction counts, device information (browsers, OS, screen resolution), etc.
• Reporting types:
  • Real-time dashboards
  • Regular reports
  • Reports on request
• Resource tagging: No
• FOCUS resource tagging: No

Resellers

• Supplier type: Not a reseller

Staff security

• Staff security clearance: Other security clearance
• Government security clearance: Developed Vetting (DV)

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: Yes
• 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
  • Explicit overwriting of storage before reallocation / Secure Erase

Data importing and exporting

• Data export approach: Data from the GIS interface is exportable via a Data Exporter tool. This queues export requests and emails the user once their file is ready to download, typically within less than 30 minutes. The Data Exporter allows uses to define:; >Export name; >Time range; >The area (polygon boundary) from which the data is being exported; >The metrics to be exported; The file output is a .csv document.; ; Report and dashboard views can be exported into a mixture of PDF and .csv file outputs.; ; It may also be possible to arrange other automated exports by request, such ASCII Grid or KMZ.
• Data export formats:
  • CSV
  • Other
• Other data export formats:
  • CSV
  • Other
• 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)

Availability and resilience

• Guaranteed availability: Varying Service Levels are available based on the Buyer's Service Availability, Hours of Operation and Cost requirements. There are four levels to choose from: Bronze, Silver, Gold and Platinum. Typically we would look to run monthly Management Information Reports and an accompanying session to review service level KPIs such as Uptime, Service Availability, Response Times and others that are deemed important by the Buyer.; ; The levels of availability are:; >Bronze: Uptime ≥97%; Service Availability ≥95%; >Silver: Uptime ≥98%; Service Availability ≥96%; >Gold: Uptime ≥99%; Service Availability ≥97%; >Platinum: Uptime ≥99.50%; Service Availability ≥98%; Other bespoke SLAs can be made available depending on the Buyer's requirements.; ; Should Metricell break those commitments, our default service penalties would apply based on incident severity (unless differing terms are defined in the contract with the Buyer).; >Critical: after the first occurrence; 3% of monthly cost of Support for every 24 hours of not delivering a temporary solution.; >High: after the second occurrence; 1% of monthly cost of Support for every 3 working days of not delivering a temporary solution.; >Medium: after the fifteenth occurrence; 1% of monthly cost of Support for every 1 calendar month of not delivering a temporary solution.; >Low: None.
• Approach to resilience: Resilience is dependent on the specific needs of the Buyer. Information can be made available upon request.
• Outage reporting: Full automated monitoring is in place for software performance and errors, enabled by network monitoring tools. Via our Change Control Process, Metricell also perform preventative maintenance and patching in-line with our Change Management Process. This is focused on negating any customer impact, so the Buyer can be confident that the software remains in good health and responsiveness.; ; Should an outage occur, our ISO accredited Incident Management Process will be followed.; ; In summary:; >Incident Manager is assigned. They will notify all parties, on-board required personnel, establish communication channels and define responsibilities.; >Other risks are assessed and mitigated to limit likelihood and impact of the incident escalating.; >Data is logged for on-going and post incident reporting. The Buyer is updated regularly via the Service Desk Portal and via email/ phone.; >Once a fix is in place, an Incident Report will be generated for the Buyer. This will be jointly reviewed and explained to key Buyer personnel.; >Necessary preventative measures will be put in place to avoid the likelihood of a future re-occurrence.; >A Lessons Learnt review will be conducted internally to ensure all stakeholders can identify shortfalls and where general improvements can be made, as well as those directly causing the outage.

Identity and authentication

• User authentication needed: Yes
• User authentication:
  • Multi-Factor Authentication (MFA)
  • Identity federation with existing provider (for example Google Apps)
  • Username or password
• Access restrictions in management interfaces and support channels: Access to the software requires appropriate authentication. This typically includes a combination of username and password, two-factor identification, access through VPN, or other. Metricell's software includes an Administration Panel, which controls the level of system, function and data access available to a specific user or group of users. The Buyer defines their preferred privilege levels and only certain users are granted administrative access to control this.; ; Access to support channels are made available through standard emails, voice calls, or a web portal; with the Service Desk carrying out the necessary checks when a support request is received.
• Access restriction testing frequency: At least once a year
• Management access authentication:
  • Multi-Factor Authentication (MFA)
  • Identity federation with existing provider (for example Google Apps)
  • 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 contact the support team to get 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: The company’s Information Security Policy is concerned with the integrity and security of the company’s Information Assets and the use made of these assets by Metricell staff and other third parties legally on behalf of the company as part of the information security policies.; ; Metricell will:; >Maintain an Information Asset Register.; >Ensure that suitable practices are documented, reinforced and improved.; >Ensure that all individuals using information systems and handling information understand the policies and consequences for non-compliance.; >Use physical security measures where applicable.; >Apply technology where appropriate and feasible.; >Use lawful monitoring activities, data and network traffic to detect policy infringements.; >Take into account relevant information security requirements when planning and undertaking activities involving information systems.; >Undertake risk assessments.; >Monitor the effectiveness of the information security policy.; >Openly review and track security and business continuity risks at a Board of Directors level.; ; Processes are defined and accredited against the standards of ISO 9001 Quality Management Systems and ISO 27001 Information Security Management.
• 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: Metricell’s internal business processes are performed using the plan-do-check-act model, designed for the control and continuous improvement of processes and products. The adoption of an agile methodology to develop and deploy our products ensures that changes are documented throughout the lifetime of the products.; ; Processes are defined and accredited against the standards of ISO 9001 Quality Management Systems and ISO 27001 Information Security Management.
• Vulnerability management type: Complies with a recognised standard, for example CSA CCM v4.0 or SSAE-18 / ISAE 3402
• Vulnerability management approach: Metricell adopts a strict Vulnerability Management Policy, covered under our standard Operation Security Policies. that ensures timely identification of vulnerabilities, provides an assessment of exposure to vulnerability, and provides adequate measures to overcome detected vulnerabilities.; ; When a vulnerability is detected, our teams ensure that all vulnerability details are recorded including software vendor, version numbers, deployment state, and more relevant details. Vulnerabilities are then prioritized based on their impact severity, and a fix is scheduled based on the priority.; ; Processes are defined and accredited against the standards of ISO 9001 Quality Management Systems and ISO 27001 Information Security Management.
• Protective monitoring type: Complies with a recognised standard, for example CSA CCM v4.0 or SSAE-18 / ISAE 3402
• Protective monitoring approach: Metricell deploys different processes to detect potential system compromises, including in-house regular system assessments, and third-party assessments.; ; We are constantly reviewing our security policies and best practice, including centralised event logging. This includes ensuring:; -Event logging; -Protection of event logging; -Administrator and operator logs; -Clock synchronization; ; Monitoring is in place on a 24/7 basis, using automated software to detect some of the most common issues such as PRTG to centrally raise alerts in accordance with our incident management process.; ; Processes are defined and accredited against the standards of ISO 9001 Quality Management Systems and ISO 27001 Information Security Management.
• 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 Buyer will have access to the Metricell Service Desk (email, portal and phone) to submit tickets when they experience issues with the software.; ; Our well-defined and proven Incident Management process ensures all tickets go through a Level 1-3 triaging process, which are pre-defined for common events, to determine the best person within Metricell to address the issue.; ; Our Service Desk processes are designed around ISO Quality Management and Information Security Management frameworks (we are certified in both), and the management team is trained by the Service Desk Institute.; ; Incident reports are also shared with the Buyer for Critical incidents.
• 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: No

Pricing

• Discount for educational organisations: No
• Free trial available: Yes
• Description of free trial: What’s included: access to a generic version of the software service.; ; What isn’t included: any customisation requiring software development.; ; If there’s a limited time period: up to 3 months.; ; Free trial versions of the software service can be discussed with the Buyer on a case-by-case basis depending on their requirements.

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: Mike Tims
• ISO/IEC 27001 accreditation date: Monday 12 August 2019
• 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: Mike Tims
• ISO 9001 accreditation date: Tuesday 18 May 2021
• 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: 7fa8c71b-22db-4e49-b4ed-b83177688ac3
• Cyber essentials plus: Yes
• Please provide your Cyber Essentials Plus Certificate Number: 75aece90-ab56-4ca9-9ec7-6fbde4076dd7
• Other security certifications: No

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 2: Skills for growth: Supporting growth sectors and addressing skills gaps.

    • Understanding of employment and relevant skills issues, and of the education and training issues relating to the contract. Illustrative examples: demographics, skills shortages, new opportunities in high growth sectors, geographic/local community and skills/employment challenges
    • Support for educational attainment relevant to the contract, including training schemes that address skills gaps and result in recognised qualifications
    • Activities to support relevant sector related skills growth and sustainability in the contract workforce. Illustrative examples: careers talks, curriculum support, literacy support, safety talks and volunteering
    • Delivery of apprenticeships, supported internships and T Level industry placement opportunities (Level 2, 3 and 4+) in relation to the contract

  • Mission: Make Britain a clean energy superpower: To cut bills, create jobs and deliver security with cheaper, zero-carbon electricity by 2030, accelerating to net zero

    Policy Outcome 4: Sustainable procurement practices: Reducing carbon footprints, minimising waste, and promoting the use of clean energy and green technologies.

    • Understanding of opportunities for additional environmental benefits delivery in the performance of the contract, including working towards net zero carbon emissions and use of clean energy and green technologies
    • Collaborative ways of working with the supply chain to deliver additional environmental benefits in the performance of the contract, including working towards net zero carbon emissions and use of clean energy and green technologies
    • Delivery of additional environmental benefits through the performance of the contract, including working towards net zero carbon emissions and use of clean energy and green technologies

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 luke.alexander@metricell.com. Tell them what format you need. It will help if you say what assistive technology you use.