ROUTEWARE LIMITED

Routeware Elements

Routeware Elements is an integrated waste management software solution that provides customer service and account management, route management, invoicing and payments, inventory management, driver app, operations, and reporting. Routeware is the new home for the Webaspx, EasyRoute and ReCollect solutions.

Features

• Residential and commercial waste management
• Skips and portable sanitation management
• Route management
• Scheduling and Dispatch
• Driver app
• Customer service and account management
• Invoicing and payments
• Inventory management
• Route optimisation
• Reporting and analytics

Benefits

• Reduce the cost of administration and operations
• Improve process efficiency
• Reduce the risk of missing performance metrics
• Cut paperwork and errors
• Improve customer service
• Manage jobs more effectively
• Reduce customer complaints
• Empower customer self-service using digital channels

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 uksales@routeware.com. Tell them what format you need. It will help if you say what assistive technology you use.

Framework

G-Cloud 15

Service ID

581546273804389

Contact

Frameworks Team
02031379763
uksales@routeware.com

About your service

• Service categories:

  Applications

  Production and operations

  Service industry and public sector operations

  • Other
• Multi cloud support: No

Service scope

• Software add-on or extension: No
• Cloud deployment model: Public cloud
• Service constraints: None
• System requirements:
  • Supported browser
  • Internet connection
  • Appropriate PC

User support

• Email or online ticketing support: Yes
• Support response times: Technical support issues logged through our standard support email or standard support telephone number will receive a response within 1 working day. Where possible a solution will be provided with the response. Where this is not possible, we will liaise with you to diagnose and resolve the fault.
• 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: No
• Support levels: Standard software support and maintenance is offered at no additional cost to the subscription fee. Where users require additional configuration or training on the use of the software then we offer this as a chargeable service.
• Support available to third parties: No

Onboarding and offboarding

• Getting started: Our onboarding process begins with a project initiation meeting, which includes defining how the system needs to be configured to support the customer. At this point, we will also arrange the necessary training programme for all users of the system.
• Service documentation: Yes
• Documentation formats: PDF
• End-of-contract data extraction: If a customer tells us they wish to stop using our software at the end of their contract, we will agree a process for extracting and providing any required service data. Our standard support fees and any third-party charges we incur will apply.
• End-of-contract process: At the end of a contract, following any agreed data extraction and provision we would then decommission the service and delete from our systems. Standard support fees and any third-party charges incurred will apply to these end-of-contract activities.
• Documentation accessibility standard: None or don’t know
• How the documentation is accessible: None or don't know

Using the service

• Web browser interface: Yes
• Supported browsers:
  • Microsoft Edge
  • Chrome
  • Safari
• Application to install: No
• Designed for use on mobile devices: No
• Service interface: Yes
• User support accessibility: None or don’t know
• Description of service interface: The user interface allows users to view data, perform tasks and configure the system.
• Accessibility standards: None or don’t know
• Description of accessibility: Users can change the features such as size and colour to improve accessibility.
• Accessibility testing: None
• API: Yes
• What users can and can't do using the API: Our API provides a range of functions and can discussed with buyers prior to purchase.
• API documentation: Yes
• API documentation formats: PDF
• API sandbox or test environment: No
• Customisation available: Yes
• Description of customisation: Users can customise the interface design by amending their user preferences.

Scaling

• Independence of resources: The use of our service by one customer does not affect the availability to other customers. We use hosting services provided by AWS and with regular checks ensure that each customer has the appropriate capacity available to them.

Analytics

• Service usage metrics: Yes
• Metrics types: We provide a range of metrics covering system availability and user access.
• Reporting types: 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: None

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: Managed by a third party
• Penetration testing frequency: At least once a year
• Penetration testing approach: ‘IT Health Check’ performed by a CREST-approved service provider
• Protecting data at rest: Other
• Other data at rest protection approach: The service is built on the AWS platform, which includes tools to safeguard data.
• Data sanitisation process: Yes
• Equipment disposal approach: A third-party destruction service
• Data sanitisation type: Deleted data can’t be directly accessed / Cryptographic Erasure

Data importing and exporting

• Data export approach: Users can export data from the system through various reports and exports functions.
• Data export formats: CSV
• Data import formats: CSV

Data-in-transit protection

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

Availability and resilience

• Guaranteed availability: Our service is available 24/7 to all registered users. The service is built on the AWS platform, which guarantees availability of 99.9%.
• Approach to resilience: The system architecture is designed to ensure that committed data is never lost and that maintenance operations are performed without affecting workload.
• Outage reporting: In the event of an outage our procedure is to report the situation to the customer by email.

Identity and authentication

• User authentication needed: Yes
• User authentication: Username or password
• Access restrictions in management interfaces and support channels: All users require a valid username and password in order to access the service and the data. Only Management and Support users with appropriate authorisation will be able to access specific actions and data.
• Access restriction testing frequency: At least once a year
• Management access authentication: Username or password

Audit information for users

• Access to user activity audit information: Users contact the support team to get 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: No
• Security governance approach: Security governance is the responsibility of the Senior Management Team and is documented in our Information Security Policy.
• Information security policies and processes: Routeware has an Information Security Policy which sets out the responsibilities, required behaviour and acceptable use for staff, contractor and supplier use of the Company’s information systems, networks and computers including laptops and mobile devices. We are also ISO 27001, Cyber Essentials and Cyber Essentials Plus certified.
• Software Security Code of Practice: No

Operational security

• Configuration and change management standard: Supplier-defined controls
• Configuration and change management approach: Our internal change management process collects and classifies change requests from all sources to ensure that their impact is understood and considered. We use standard software management practices to maintain the configurations of our solutions.
• Vulnerability management type: Supplier-defined controls
• Vulnerability management approach: The service is built on the AWS platform. Any security vulnerabilities identified will be patched and managed according to their own rigorous processes.
• Protective monitoring type: Supplier-defined controls
• Protective monitoring approach: The service is built on the AWS platform. AWS provides a range of tools to monitor against security threats and to protect the services we provide to customers.
• Incident management type: Supplier-defined controls
• Incident management approach: The process for our staff to report security incidents is covered by our Information Security Policy. Where our customers identify a security incident affecting the use of our service this is logged with our Support Desk in the first instance following the procedure within our Quality Policy.
• Post-quantum cryptography secure: No

Secure development

• Approach to secure software development best practice: Supplier-defined process

Public sector networks

• Connection to public sector networks: No

Pricing

• Discount for educational organisations: No
• Free trial available: No

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

• Less than £250,000: 0%
• Between £250,000 and £500,000: 2%
• Between £500,001 and £1,000,000: 5%
• Between £1,000,001 and £2,500,000: 10%
• Between £2,500,001 and £5,000,000: 15%
• Over £5,000,001: 20%

Non-mandatory Standards and certifications

• ISO/IEC 27001 certification: Yes
• Who accredited the ISO/IEC 27001: The British Assessment Bureau
• ISO/IEC 27001 accreditation date: Saturday 20 November 2021
• What the ISO/IEC 27001 doesn’t cover: N/a
• ISO 28000:2022 certification: No
• ISO 9001 certification: No
• Quality management systems (QMS): Yes
• CSA STAR certification: No
• PCI certification: No
• Cyber essentials: Yes
• Please provide your Cyber Essentials Certificate Number: 859787c7-0ecf-4316-a636-c0bd76237c5c
• Cyber essentials plus: Yes
• Please provide your Cyber Essentials Plus Certificate Number: 8f70b85c-c9ed-422c-b235-96068dc30cb4
• 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 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
    • Volunteering opportunities for staff

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 uksales@routeware.com. Tell them what format you need. It will help if you say what assistive technology you use.