Idox Software Limited

Idox Cloud Built Environment

Idox Cloud is a web-based SaaS software suite providing case management functionality for Building Control, Land Charges, Planning. Offers mobile/remote working. It provides: a public portal for self-service and online registers; document management, GIS, RESTful APIs for further integration; mobile apps; high availability.

Features

• Mobile Working
• Shared Services
• Cloud based
• Remote access
• Managed Service
• SaaS delivery model
• Real-time reporting
• Online services
• Agile development methodology
• Digital transformation

Benefits

• Digitally transform service provision
• Enable easy access to online citizen services
• Work on the move via any mobile device
• Achieve economies of scale across a Shared Service
• Managed Service with no support boundaries
• No requirement for 3rd party solutions
• No requirement for mobile working extensions
• ISO 27001 and Cyber Essentials Plus accredited for complete security
• Constantly evolving solutions through Agile methodologies
• Predictable ICT costs with no hidden extras

£745.00 a user a year

Service documents

• Pricing document

  PDF

• Skills Framework for the Information Age rate card

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

Framework

G-Cloud 14

Service ID

584391987727990

Contact

Jen.roberts@idoxgroup.com
0333 011 1200
frameworks@idoxgroup.com

Service scope

• Software add-on or extension: No
• Cloud deployment model: Public cloud
• Service constraints: No constraints.
• System requirements: Access to a modern web-browser

User support

• Email or online ticketing support: Email or online ticketing
• Support response times: Our standard Service Desk is operational Monday to Friday during business hours (8.00 am - 6.00pm although requests for support can be logged 24/7. Questions or requests for support are prioritised in accordance with their severity and urgency. Our SLA for support is available during the clarifications stage of G-Cloud procurement.
• User can manage status and priority of support tickets: Yes
• Online ticketing support accessibility: None or don’t know
• Phone support: Yes
• Phone support availability: 9 to 5 (UK time), 7 days a week
• Web chat support: No
• Onsite support: Yes, at extra cost
• Support levels: Our standard Service Desk is operational Monday to Friday during business hours (8.00 am - 6.00pm although requests for support can be logged 24/7. Questions or requests for support are prioritised in accordance with their severity and urgency. Our SLA for support is available during the clarifications stage of G-Cloud procurement.
• Support available to third parties: No

Onboarding and offboarding

• Getting started: The standard implementation package typically includes the following service days (onsite or remote):; ; -Project Management; ; -Configuration Consultancy; ; -Training and associated Documentation; ; -Data Migration; ; -Development.; ; Training will be delivered by one of our experienced trainers. Users will be given instructor-led sessions followed up by specific training exercises, split by User Roles. We use the “Train the Trainer” approach – training key system ""Super-Users"" to deliver cascade training to their teams. Alternative training delivery options will be considered.; ; Training documentation provided will be as follows: ; ; -Product user manuals; ; - Training exercises and questionnaires; ; - Customised training documentation acting as a workbook for trainees; ; - An online help area which includes FAQs, videos, user manuals, release notes.; ; The solution also has a full online product knowledgebase that can be viewed by any authorised user within the system at any time, including out of hours, through the embedded help widget, it is fully searchable.
• Service documentation: Yes
• Documentation formats: PDF
• End-of-contract data extraction: If a customer chooses to move to an alternative supplier and requires an extract of the data, We can provide this information in a standard format for a cost of £5,000. ; ; If the data is required in a different format or there is a bespoke requirement with regards to the data extract then effort to meet such requirements will need to be estimated and the work costed accordingly.
• End-of-contract process: There is an additional cost at the end of the contract as follows: ; ; If a customer chooses to move to an alternative supplier and requires an extract of the data, we can provide this information in a standard format for a cost of £5,000. ; ; If the data is required in a different format or there is a bespoke requirement with regards to the data extract then effort to meet such requirements will need to be estimated and the work costed accordingly.

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: The software is mobile by default and built using responsive technology. This enables users to enjoy the same experience regardless of the device in use. We also provide role based mobile apps if required for inspections.
• Service interface: Yes
• User support accessibility: None or don’t know
• Description of service interface: Web browser
• Accessibility standards: WCAG 2.1 AA or EN 301 549
• Accessibility testing: As the solution is fully browser based it will allow the use of assistive technology. The public facing elements of the proposed solution are WC3 compliant adhering to WCAG 2.1 AA Level.
• API: Yes
• What users can and can't do using the API: "Our solutions are provided with a full suite of RESTful Application Programming Interfaces (APIs) as part of the support and maintenance subscription agreement, enabling straight-forward integration with third party systems. We usually carry out these integrations (chargeable) in such a manner that the integration is minimally noticeable to the system user at a technical level, with the integration adopting consistent system workflows and UX features where applicable. We have 15+ years of experience in integrating with Local Government infrastructure through the utilisation of the API described. ; ; APIs are intended to help make the interaction within evolving ICT environments more efficient and user-friendly ensure our customers remain compatible with the current and future integration requirements associated with the proposed solution - enabling the straightforward push and pull of data to our systems."
• API documentation: Yes
• API documentation formats: HTML
• API sandbox or test environment: Yes
• Customisation available: Yes
• Description of customisation: The solution is highly configurable – it allows changes to business processes without the need for supplier input – System Administrators or users with the correct permissions can configure many elements of the solution via the Administration module including: Document templates and standard phrases; Communication codes; Enforcement types, applications types, inspection types; GDPR rules; Fees; Workflows and caseload management dashboards; Reports – statutory, user-defined, performance management, data imports and exports; Users accounts and permissions; Online portal services and public registers.

Scaling

• Independence of resources: We are committed to ensuring that our quality of service does not decrease as our customer base expands. To this end, we ensure we have adequate resources in place to deliver on the contracts that we secure. Infrastructure is designed with scaling in mind so we are able to easily scale up with additional hardware for example as required.

Analytics

• Service usage metrics: Yes
• Metrics types: Service metrics available will be as agreed in the contract documents/service level agreements, Details available on demand.
• Reporting types: Reports on request

Resellers

• Supplier type: Not a reseller

Staff security

• Staff security clearance: Other security clearance
• Government security clearance: Up to Baseline Personnel Security Standard (BPSS)

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: Supplier-defined controls
• Penetration testing frequency: At least once a year
• Penetration testing approach: Another external penetration testing organisation
• Protecting data at rest: Other
• Other data at rest protection approach: Data is encrypted at rest with AES-256GCM.
• Data sanitisation process: Yes
• Data sanitisation type:
  • Explicit overwriting of storage before reallocation
  • Deleted data can’t be directly accessed
• Equipment disposal approach: In-house destruction process

Data importing and exporting

• Data export approach: Details available on demand.
• 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: 99% during working hours.
• Approach to resilience: The platform is hosted by AWS in the eu-west-2 region (London). We utilize multiple availability zones (datacentres) within the London area.
• Outage reporting: All communication in the event of an availability incident will be to the customer's nominated contacts via our Service Desk – updates will be communicated via the customer portal, email or phone depending on the priority level of the incident.

Identity and authentication

• User authentication needed: Yes
• User authentication:
  • 2-factor authentication
  • Username or password
• Access restrictions in management interfaces and support channels: Systems used for the administration of infrastructure and software are dedicated systems connected to the secure management networks.; Access is restricted to Managed Service Staff and Service Desk operatives, access is change controlled and via the secure management channel; Idox uses management interfaces which are not accessible and are separate to consumer access. These channels are secured via Multi-Factor Authentication and accessible only from Idox supplied equipment.; Consumers (Contracting Authority staff) don't have access to underlying infrastructure to affect service. Service affecting actions are performed by authorised Idox staff only, over an MFA protected access.
• Access restriction testing frequency: At least once a year
• Management access authentication:
  • 2-factor 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: 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

Standards and certifications

• ISO/IEC 27001 certification: Yes
• Who accredited the ISO/IEC 27001: Citation ISO Certification Ltd
• ISO/IEC 27001 accreditation date: 01/09/2023
• What the ISO/IEC 27001 doesn’t cover: Certification covers all functions and services of Idox Software Ltd.
• ISO 28000:2007 certification: No
• CSA STAR certification: No
• PCI certification: No
• Cyber essentials: Yes
• Cyber essentials plus: Yes
• Other security certifications: No

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: All divisions of Idox, follow the ISO27001 accredited Information Security Management System of Idox Software Ltd. ; This ISMS covers all business functions including but not limited to, information systems, networks, physical environment, incident/threat management, project & contract management and personnel management. Information security awareness training is conducted to ensure policies are communicated and ongoing annual internal reviews and auditing is conducted to ensure processes are followed. The system and controls are also externally verified an certified annually as part of the ISO 27001 certification process. Risks raised through internal and external audits are reviewed at management meetings by the information security manager, the appropriate head of business and a board representative.

Operational security

• Configuration and change management standard: Conforms to a recognised standard, for example CSA CCM v3.0 or SSAE-16 / ISAE 3402
• Configuration and change management approach: IT change management processes are carried out using Change Requests and records are maintained within the Change Management system. All concerned parties are informed of the status of the request as changes or progress is made as applicable.
• Vulnerability management type: Conforms to a recognised standard, for example CSA CCM v3.0 or SSAE-16 / ISAE 3402
• Vulnerability management approach: We monitor for new/emerging threats (vendor bulletins/mail lists/exploit databases/social media/automated scanning etc), cross-refer to software components and risk-assess, with patching/workarounds addressed according to severity. Internal vulnerability scanning and reporting tools identify/track threats in accordance with CE Guidelines. High/critical severity patches (defined by CVE-CVSS score) deployed onto production systems within 14-days of vendor-release. Where dependencies prevent this, we migrate to stable/alternative versions/vendors and implement compensating controls until full mitigation is implemented. All software is licensed and supported; end-of-life software/components are prioritised as high-risk. Tracking/reporting tools provide confirmation of patch implementation. Critical vulnerabilities are Risk Register-tracked until mitigated across all affected environments/functions.
• Protective monitoring type: Conforms to a recognised standard, for example CSA CCM v3.0 or SSAE-16 / ISAE 3402
• Protective monitoring approach: AWS Shield is in place for the management and mitigation of distributed denial-of-service (DDoS) attacks, AWS Web Application Firewall (WAF) is enabled and running in defensive mode to actively intercept rule violations. Alarms are configured to automatically notify operations and management personnel when early warning thresholds are crossed on key metrics. AWS security monitoring tools help identify several types of denial of service (DoS) attacks, including distributed, flooding, and software/logic attacks.
• Incident management type: Supplier-defined controls
• Incident management approach: Incidents or suspected incidents are raised to internal service desk and reviewed by the information security manager. They are allocated a risk reference, entered into the information security risk log and tracked until closure. In the case of major incidents, an Incident Response Team will be formed as required with key personal required to investigate and take necessary actions, and a major incident report will be produced.

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 v3.0)

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

  Idox has adopted the 3 scopes of the Greenhouse Gas Protocol (GHG). Working within the three scopes Idox commits to net-zero carbon emissions by 2040. Our business-wide three-step approach to carbon emissions will eliminate emissions, or where this is impractical, will prioritise reducing the emissions impact of our activities and will offset emissions that cannot be eliminated or further reduced by engaging in a compensating carbon offset programme.; ; Scope 1: Eliminate all equipment in offices which produce direct emissions. Replace with energy-efficient, electric alternatives. Eliminate emissions from company-owned vehicles. Replace with electric alternatives Offer employees access to salary-sacrifice EV scheme.; Scope 2: Reduce electricity usage by implementing Energy Savings Opportunity Scheme recomendations. Eliminate the purchase of non-renweablby sourced electricity.; Scope 3: Reduce business travel through remote working and on-line collaboration tools. Eliminate travel by private vehicles which produce emissions. Offset emissions from public transport used for business travel and from hotel stays either by choosing operators offering direct offset or through a carbon-offset programme. Eliminate waste by removing single-use plastic products and reduce waste from offices through effective recycling. Offset non-recyclable waste trhough a carbon-offset programme. Eliminate waste from surplus equipment by passing this on for re-use in support of our social contribution wherever possible. Where this is not possible, reduce waste by fully recycling the equipment and offset residual emissions in a carbon-offset programme.; ; We are strengthening our performance as an all-round responsible business that makes a valuable contribution to society, has good governance embedded in its culture and processes, and is on target to achieve net zero carbon emissions.; ; Our gross GHG emissions of CO2 (tCO 2e) are reported yearly in our published Annual Report.

  Covid-19 recovery

  Idox is continuing to work on finding the optimal working pattern for our colleagues post-Covid. We have to make sure that we have the right blend of home and office work, and essential and non-essential travel, that allows our colleagues to be efficient but also continue to benefit from the lifelong development and learning opportunities that are an important part of corporate, office life. Employers must work hard and creatively to enable appropriate new ways of working that meet all these new requirements without allowing a drop in the most important thing, excellent customer service.; To meet the changing needs of the workplace, Idox looked at how the post-COVID period affected working environments and how this related to its office estate. With the sharp increase in home working and subsequent move away from highly-populated office environments, Idox closed some long-lease main office property and instead opened short-lease serviced offices. This allowed us to be much more flexible in the way that we can adapt our property holdings to meet the needs and distribution of employees, while reducing carbon footprint in terms of our office utilities and travel times. We have also increased the frequency of online workshops, chat lounges, management team broadcasts and staff surveys, allowing both remote and office based colleagues to participate in group activities and maintain a sense of company camaraderie, inclusion and wellbeing.; Idox has produced a white paper looking at how the workplace has to change in response to the COVID-19 pandemic. The white paper:; • sets out the challenges and legal requirements facing businesses of getting back to work safely and efficiently; • looks at how businesses can prepare for reopening and implement these plans; • provides hints, tips and guidance on reopening facilities to be ‘COVID-secure’; The white paper is available at: https://www.idoxgroup.com/idox-insights/computer-aided-facilities-management-insights/getting-back-to-business/

  Tackling economic inequality

  Idox takes environmental, social and governance responsibilities very seriously. Social value forms part of contract commitments to our public sector Buyers; we work with our customers to support their priority targets and outcomes.; Examples of social value we deliver:; Facilitate skills workshops;; Financial donations to fund places on training courses,; Fund community projects that work to tackle economic inequality,; Reduce the digital skills gap, creating training opportunities for those who face barriers to employment and/or who are located in deprived areas,; Support educational attainment,; Donate used IT equipment to VCSEs to support people in deprived areas,; Provide work experience placements.; ; Our robust social value process includes annual reviews of social value delivery performance. These reviews ensure we understand customers’ priorities and set appropriate yearly targets, continuously improving how we deliver social value.; We create socially responsible and valuable opportunities for our teams to give back. Each year we offer colleagues one day paid volunteering leave and provide opportunities to support charities and causes throughout the year. Idox fully supports the UK Government initiative to implement a structured approach to providing direct, impactful social value contributions. This approach is also being replicated in other, local Government contracts. Through our tenders we have committed to local social value contributions, providing local employment including apprenticeships and work placements, support for healthy meals for children outside term time and in direct donation to local initiatives aligned with customers’ social value priorities. We also provide small charities free access to Idox’s My Funding Central which typically saves these organisation £50p.a. but which can help them access funding opportunities worth upwards of £10,000. The service is specifically aimed at charities and voluntary organisations with incomes below £1M and is free-to-use for organisations with incomes below £30,000. In 2023, 3,526 groups signed up to this free service.

  Equal opportunity

  Idox strives to create workplaces that reflect the communities we serve, where everyone feels empowered to bring their full, authentic self to work.; Our guidance to employees and suppliers concerned with recruitment, training, promotion and delivery is outlined in our Equality and Diversity Policy which covers our responsibilities under the Equalities Act and how we deliver them. We can provide a copy of the policy upon request.; We have clear goals to achieve a gender-balanced workforce by 2027. To tackle under-representation in leadership, we are particularly focused on increasing the proportion of women in the people-leader tiers of the business to correlate with the gender ratio of the company in general and to support the overall reduction of the gender pay gap specifically.; Our policies and initiatives that support Diversity, Equality and Inclusion include:; • Flexible working; • Family friendly policies; • Pay Gap reporting, published annually on our website;; • Fair Pay, Idox is an accredited Living Wage Employer.; ; In 2020, Idox launched Elevate, a programme sponsored by Idox plc board members, championing a truly inclusive culture. The team is particularly focused on building gender equality at all levels of the organisation and challenging us all to be more inclusive.; With initiatives that will build a diverse, gender-balanced workforce and develop the skills and confidence of our colleagues, Elevate advocates equality and diversity in our organisation. The pillars we work within to achieve this are:; Terms of employment: Ensuring that we start from a position of equality and good foundations in HR and that Elevate is championed from the top down.; Organisation attractiveness: Creating an inclusive culture that attracts a more diverse workforce and promotes inclusion internally.; Recruitment: Develop a more diverse approach to recruitment.; Employee development: Supporting career progression across the organisation and moves into leadership positions.

  Wellbeing

  Since its launch during the pandemic in 2020, Workplace Wellbeing has become a staple source of support and community within Idox. In 2023, the group continued to raise awareness of topics impacting our colleague’s mental health, as well as offering one-to-one support for those in need. Comprising five colleagues, the team hosted seven live broadcasts. Covering everything from mentoring vulnerable young people, to stress and improving fitness, the team continued to be a key resource for our people with 98% of our colleagues being familiar with the initiative according to our BeHeard survey. ; ; As we prioritise the wellbeing of our employees, our employee assistance programme continues to act as a crucial resource in providing counselling, GP consultations and general advice. We have worked closely with the team at Zurich to provide support workshops and information sessions for our teams. These have been well attended and well-received and we continue to work on how best we can support our employees to live a full balanced life where they feelsafe.We provide all colleagues with time and resources to support charities and good causes, which we believe allows people to reflect their own interests whilst supporting Idox values to be a socially responsible and sustainable business. Workplace Wellbeing programme initiatives provide support to our colleagues and help create support and connectivity, we also encourage colleagues to initiate and drive engagement across the business through shared interest. These have continued to be very popular with colleagues again in FY23 and have included photography groups, walking, cycling, knitting and other hobbies and pastimes.

Pricing

• Price: £745.00 a user a year
• Discount for educational organisations: No
• Free trial available: No

Service documents

• Pricing document

  PDF

• Skills Framework for the Information Age rate card

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