Facilities Management software
Technology to enable the efficient running of facilities and estates departments (space, maintenance, energy), including software (CAFM/IWMS; desk booking) and hardware (survey tools; visitor and access management).
Consultancy on product provision through vendor agnostic advice.
Support of products, integration, customisation and upgrades.
Features
- real-time reporting
- maintenance management
- space management
- reporting of facilities issues
- monitoring of energy usage
- surveying of space for production of 360 visuals and floorplans
- integration of CAFM/IWMS with other systems
- creation and customisation of facilities management systems
Benefits
- Save costs and emissions through efficiency of space management
- Save costs through the effective management of maintenance activities
- Understand assets owned, their status and replace before expected failure
- Enable better working spaces for in-person attendees
- Develop a long-term maintenance plan that aligns with your goals
- Stay up-to-date and ensure compliance with all applicable regulations.
- Budget and track costs
- Facilitate collaboration with group space bookings, book desks near colleagues
- Monitor for a healthy environment
- Automate your energy management process
Pricing
£10,000 to £150,000 an instance
- Education pricing available
Service documents
Request an accessible format
Framework
G-Cloud 14
Service ID
5 8 6 3 5 8 1 1 5 1 7 7 5 2 2
Contact
MASS INFORMATION SYSTEMS LIMITED
Ramya Narayanaswamy
Telephone: 0118 977 8560
Email: Ramya.Narayanaswamy@mass-plc.com
Service scope
- Software add-on or extension
- Yes
- What software services is the service an extension to
-
Integration of any facilities management system with any other system.
Add ons available to Archibus software. - Cloud deployment model
- Private cloud
- Service constraints
- N/a
- System requirements
-
- Modern browser
- Unrestricted access to internet to reach hosted service
User support
- Email or online ticketing support
- Email or online ticketing
- Support response times
-
9-5 on working days; response and resolution Service Level Agreements depend on severity of issue, from 1 hour upwards.
Enhanced responses, dedicated support staff and out of hours cover are all possible at additional cost. - 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), Monday to Friday
- Web chat support
- No
- Onsite support
- Yes, at extra cost
- Support levels
-
Named Client Success Manager and Application Support Specialist are provided for all customers.
Product level is provision of products only. Costs are dependant on product and configuration (modules required, number of users), from £3,000 to £150,000.
Support level is based on the product value.
Support and Service also includes annual software product upgrades. - Support available to third parties
- Yes
Onboarding and offboarding
- Getting started
-
This is a phased approach, to build familiarity over time:
1 Demonstration prior to commitment.
2 Training - onsite or offsite.
3 User Acceptance Testing with dedicated support.
4 Online help
5 Support desk - Service documentation
- Yes
- Documentation formats
- HTML
- End-of-contract data extraction
-
Users can export data to xls format at any time.
MASS can also extract data directly from the database and provide it back in any format on request. This may be a chargeable service depending on the scope. - End-of-contract process
- At the end of the contract all services and support will be withdrawn. Users can extract their data (no charge) and MASS can extract data from the database for another provider to import, or MASS could create an interface to an alternative system to do the transfer (likely fee depending on scope).
Using the service
- Web browser interface
- Yes
- Supported browsers
-
- Internet Explorer 11
- Microsoft Edge
- Firefox
- Chrome
- Safari
- Application to install
- No
- Designed for use on mobile devices
- Yes
- Differences between the mobile and desktop service
- Varies by product. Some products have a native application with dedicated services (e.g. specific to a field engineer performing tasks), others have an adaptive webpage to access.
- Service interface
- Yes
- User support accessibility
- WCAG 2.1 A
- Description of service interface
- Access via a web portal, accessible on any browser.
- Accessibility standards
- None or don’t know
- Description of accessibility
- Users can log calls, cancel calls, see engineers updates, view response and resolution times.
- Accessibility testing
- The web page for this is simple, text based and has been in use for hundreds of clients for decades. We regularly ask for input and have never had a request to make this more accessible than it already is.
- API
- Yes
- What users can and can't do using the API
- We will enable users to share data through the API in our CAFM/IWMS solutions. These need integration-building prior to use but are seamless once established, with no intervention from users required.
- API documentation
- Yes
- API documentation formats
- HTML
- API sandbox or test environment
- No
- Customisation available
- Yes
- Description of customisation
-
This is product dependant, and any customisation will be performed by ourselves as directed by users. Users are unlikely to have the coding and database skills to perform this task.
Users can configure their dashboards and reports.
Administrators can configure user accounts, access to data, access to functionality.
Scaling
- Independence of resources
-
The systems scale according to the usage, with more storage and memory assigned or able to be added as needed.
MASS typically provide support contracts in whole-year terms, meaning that resource requirements can be seen well in advance. MASS employ a core team, plus have access to a team of developers and network of similar firms, in order to scale for peaks of activity.
Analytics
- Service usage metrics
- Yes
- Metrics types
-
Our CAFM/IWMS systems can track when users sign in/sign out, and provide an audit trail of activity. Some superusers/administrators may be configured to have access to this data in real-time.
Our support function is tracked through a call management system, with measures against SLAs, number of calls raised etc. Access is real-time. - Reporting types
-
- Real-time dashboards
- Regular reports
- Reports on request
Resellers
- Supplier type
- Reseller providing extra features and support
- Organisation whose services are being resold
- Spacewell (Nemetsheck), iGUIDE (Planitar), Facile (Procos), Inventry
Staff security
- Staff security clearance
- Staff screening not performed
- Government security clearance
- Up to Developed Vetting (DV)
Asset protection
- Knowledge of data storage and processing locations
- Yes
- Data storage and processing locations
-
- United Kingdom
- European Economic Area (EEA)
- User control over data storage and processing locations
- Yes
- Datacentre security standards
- Managed by a third party
- Penetration testing frequency
- At least every 6 months
- Penetration testing approach
- ‘IT Health Check’ performed by a Tigerscheme qualified provider or a CREST-approved service provider
- Protecting data at rest
-
- Physical access control, complying with another standard
- Other
- Other data at rest protection approach
-
Our data centres are ISO 27001 certified, PCI-compliant
and secured to UK government IL4 standards, with all
staff security cleared.
ISO 27001:2013, ISO 9001:2008 and PCI DSS
ISO 14001:2015 Environment Management System Carbon
Footprint Assessed.
Multi-Factor Access Control
Staffed 24/7/365 by SIA-accredited ANS staff Internal and
external CCTV with over 60 cameras
2.8 metre prison fencing and razor wire perimeter fence and
guard house
Site-specific dedicated firewall technology NICEIC-approved
contractor
Operating Power Utilisation Effectiveness (PUE) 1.35
Disaster recovery sites located on separated power grids away
from our main data centre complex - Data sanitisation process
- No
- Equipment disposal approach
- Complying with a recognised standard, for example CSA CCM v.30, CAS (Sanitisation) or ISO/IEC 27001
Data importing and exporting
- Data export approach
-
This is dependant on the product. For our standard products, the data remains in the ownership of the user at all times. Our CAFM/IWMS solutions enable users to extract via a button to .xls format at any time.
For other products, such as survey tools, the user has full control of the data which is hosted by them on laptop/desktop. Our survey tools do not have a subscription element and data is fully owned by the user (some other providers charge a monthly rate and data is lost at the end of the contract). - Data export formats
-
- CSV
- ODF
- Other
- Other data export formats
-
- Xls
- Database (sql, Oracle)
- Data import formats
-
- CSV
- ODF
- Other
- Other data import formats
-
- Xls
- Database (sql, Oracle)
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
-
For Gravity Workplace solutions:
Network infrastructure and Datacentres will be available 100% of the time.
In the event of unplanned network failure ANS (hosting firm) refund 24 hours service for every 60 minutes loss of connection, up to a maximum value equal to MASS' monthly subscription charge, which MASS will share with the customer.
Critical issues are responded to within 15 minutes, solution agreed within 4 hours, updates every 30 minutes.
In event of a server hardware failure that cannot be fixed, ANS guarantees that the hardware will be replaced within one hour of the problem being diagnosed.
General hosting support services core hours are 0800-2000; helpdesk, services for critical issue support and monitoring are available 2001-0759." - Approach to resilience
- Available on request
- Outage reporting
-
Dashboard via login access.
Email alerts.
Phone.
Identity and authentication
- User authentication needed
- Yes
- User authentication
- Public key authentication (including by TLS client certificate)
- Access restrictions in management interfaces and support channels
- User access is attached to user types, which can be assigned different access. For example, supervisors get full access, technicians get access to update calls, administrators may get access to run reports only. This is all configurable by the customer.
- Access restriction testing frequency
- At least every 6 months
- Management access authentication
- Public key authentication (including by TLS client certificate)
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
- User-defined
- Access to supplier activity audit information
- Users have access to real-time audit information
- How long supplier audit data is stored for
- User-defined
- How long system logs are stored for
- User-defined
Standards and certifications
- ISO/IEC 27001 certification
- No
- ISO 28000:2007 certification
- No
- CSA STAR certification
- No
- PCI certification
- No
- Cyber essentials
- No
- Cyber essentials plus
- No
- Other security certifications
- Yes
- Any other security certifications
- Providers where data will be stored have ISO27001
Security governance
- Named board-level person responsible for service security
- Yes
- Security governance certified
- No
- Security governance approach
-
Data security is managed by our hosting providers, to industry standards.
MASS security governance is covered in our IT Security policy:
https://mass-plc.com/it-security-policy - Information security policies and processes
- Covered in our published policy here https://mass-plc.com/it-security-policy
Operational security
- Configuration and change management standard
- Supplier-defined controls
- Configuration and change management approach
-
Product changes are deployed by our vendors, and hosting changes by our hosting partners - these are responsible for potential security impacts.
Our wrap around services are support, upgrades, development projects and surveys. Each of these are determined on demand with customers depending on the scope of works required. Quotations include scope of works and terms as standard.
Projects are recorded against a central system, starting from the accepted quote and tracked through to completion and customer satisfaction (down to individual time logging with details of work performed). - Vulnerability management type
- Supplier-defined controls
- Vulnerability management approach
- Hosted services are tested 6-monthly by an external party, such as Fidus. Threats will be notified by our hosting providers.
- Protective monitoring type
- Supplier-defined controls
- Protective monitoring approach
- This is dependent on the hosting provider for the service/product selected.
- Incident management type
- Supplier-defined controls
- Incident management approach
-
Incidents on our hosted services are informed through common processes to MASS, who will log an incident support request and inform the customer.
Users can report incidents by phone, email or support desk portal.
Users can see support request details in real time via the support desk portal.
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 changeFighting climate change
MASS technology solutions are designed to improve the efficiency of operations for physical environments. This can help to reduce energy emissions (monitoring power usage, analysis of used space) as well as effectively performing maintenance tasks (visit once, perform multiple tasks).
All data is hosted in central cloud environments, consolidating the needs into efficient datacentres, with eco accreditations in some cases.
Pricing
- Price
- £10,000 to £150,000 an instance
- Discount for educational organisations
- Yes
- Free trial available
- No