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MASS INFORMATION SYSTEMS LIMITED

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
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 Ramya.Narayanaswamy@mass-plc.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 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
  • Pdf
  • 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 change

Fighting 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

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 Ramya.Narayanaswamy@mass-plc.com. Tell them what format you need. It will help if you say what assistive technology you use.