ROL SOLUTIONS LTD

GovMetric CaseTracker – regulated complaints and correspondence management for the public sector

CaseTracker is a compliance-led case management system for regulated complaints and correspondence, including corporate complaints, FOI, SAR, EIR, Adult and Children’s Social Care complaints, and Member and MP enquiries. It helps organisations meet statutory timescales, strengthen governance and improve efficiency through workflows, auditability and regulator-ready reporting, with optional AI assistance.

Features

• Manage corporate/ASC/CSC complaints, MEQs, FOI, SAR, EIR
• Support structured triage and allocation of cases
• Enforce statutory timescales and escalation rules
• Configure compliance-led workflows aligned to codes and legislation
• Single-view timelines with complete, auditable case histories
• Generate regulator-ready reports for Ombudsman and audits
• Apply role-based access controls for sensitive casework
• Capture correspondence across email, letters and forms
• Optional AI-assisted triage for faster case handling
• Integrate securely with existing council systems via APIs

Benefits

• Meet statutory deadlines with confidence
• Strengthen governance and regulatory assurance
• Reduce handling effort through structured workflows and AI assistance
• Improve consistency across complaint and correspondence handling
• Minimise escalation risk and missed deadlines
• Provide clear audit evidence for scrutiny
• Gain real-time visibility of volumes and performance
• Handle complex, multi-case environments efficiently
• Support teams with optional AI assistance
• Scale regulated case handling without increasing resource

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 nic.streatfeild@govmetric.com. Tell them what format you need. It will help if you say what assistive technology you use.

Framework

G-Cloud 15

Service ID

588653064089185

Contact

Nic Streatfeild
07973 730 005
nic.streatfeild@govmetric.com

About your service

• Service categories:

  Applications

  Customer relationship management

  • Customer service
• Multi cloud support: No

Service scope

• Software add-on or extension: No
• Cloud deployment model: Public cloud
• Service constraints: No
• System requirements: Latest version of widely adopted browsers

User support

• Email or online ticketing support: Yes
• Support response times: Within 24 hours, Monday to Friday
• 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: Starter:; online support only | ; ; Essentials and Pro:; online and telephone support during UK business hours | ; ; Enterprise:; online and telephone support plus managed configuration services
• Support available to third parties: Yes

Onboarding and offboarding

• Getting started: Typical onboarding is 6-8 weeks, depending on the number of surveys and integrations. A named Implementation Manager works with your team to configure GovMetric CX to meet your requirements, focusing on: Configuration of surveys | User access, permissions and security configuration | Integration support with existing systems | Testing, training and go-live readiness
• Service documentation: Yes
• Documentation formats:
  • HTML
  • PDF
• End-of-contract data extraction: At the end of the contract, the extract function can be used to download data in CSV format for up to 30 days after the contract termination. Should additional assistance be required, this is provided by us at no additional charge.
• End-of-contract process: There is no charge made for offboarding. At the end of the contract, citizen-facing forms will be removed, user access will be restricted and data will be deleted in accordance with the Service Level Agreement.
• Documentation accessibility standard: WCAG 2.2 AA

Using the service

• Web browser interface: Yes
• Supported browsers:
  • Microsoft Edge
  • Firefox
  • Chrome
  • Opera
• Application to install: No
• Designed for use on mobile devices: Yes
• Differences between the mobile and desktop service: The citizen-facing interface is built following responsive design principles to ensure that pages render in a way that is suitable for the device. While different device types may display the systems differently, the functionally they provide will be equivalent.
• Service interface: Yes
• User support accessibility: WCAG 2.2 AA
• Description of service interface: The citizen-facing interface enables citizens to raise new cases.; ; The organisation interface enables users to manage cases.
• Accessibility standards: WCAG 2.2 AA
• Accessibility testing: The citizen interface has been tested using a combination of automatic tools and manual expert verification. We work closely with leading accessibility consultants to ensure that all citizens have the same level of access to the system.
• API: Yes
• What users can and can't do using the API: Secure APIs supporting integration with existing systems, including:; ; Case intake and creation | ; Case lifecycle access and updates | ; Reporting and data extraction | ; AI configuration and control
• API documentation: Yes
• API documentation formats:
  • Open API (also known as Swagger)
  • HTML
  • PDF
• API sandbox or test environment: Yes
• Customisation available: Yes
• Description of customisation: The following features are customisable by users:; Case types and workflows; - enables case type specific workflows each with defined timescales, case notifications for admin/case owners, retention schedules | ; Front-end; - flexible forms come with a standard configuration which can be enhanced with additional fields, bespoke text and organisational specific branding | ; Communication templates; - internal communication templates can be predefined, with notifications including the relevant fields per case type. For external communications, templates can be branded as per the organisation, to include relevant fields per case type, allow for pre-defined text and with outgoing e-mail addresses masked to appear as if coming from the organisation directly | ; Flexible case categorisation; - includes services, themes, learning outcomes, root causes, LGO responses, District/Borough/ward and many more.

Scaling

• Independence of resources: All incoming traffic to our systems is load-balanced. System utilisation resources are constantly monitored and adjusted to needs.

Analytics

• Service usage metrics: Yes
• Metrics types: Service metrics and reporting are available via user reports and through the API.
• Reporting types:
  • API access
  • 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: Security Clearance (SC)

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: 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:
  • Physical access control, complying with CSA CCM v4.0
  • Physical access control, complying with SSAE-18 / ISAE 3402
  • Encryption of all physical media
• 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 Erasure
  • Explicit overwriting of storage before reallocation / Secure Erase

Data importing and exporting

• Data export approach: All customer data can be exported via API or CSV extract.
• Data export formats:
  • CSV
  • Other
• Other data export formats: JSON
• Data import formats:
  • CSV
  • Other
• Other data import formats:
  • PDF
  • DOCX/DOC
  • RTF/TXT
  • JPG/JPEG
  • PNG
  • MSG/EML
  • MP4
  • XLSX/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: Reasonable endeavours will be made to ensure the platform is available for access to meet an annual average uptime target of at least 99.9% (outside of maintenance windows). Our comprehensive SLA is available on request.
• Approach to resilience: Our platform utilises serverless technology which is hosted on public cloud. Further information is available on request.
• Outage reporting: Service outage reports are communicated by our service desk via email and telephone as appropriate.

Identity and authentication

• User authentication needed: Yes
• User authentication:
  • Multi-Factor Authentication (MFA)
  • Public key authentication (including by TLS client certificate)
  • Identity federation with existing provider (for example Google Apps)
  • Username or password
• Access restrictions in management interfaces and support channels: There are named contacts for all customers who are authorised to contact and arrange service changes.
• Access restriction testing frequency: At least every 6 months
• Management access authentication:
  • Multi-Factor Authentication (MFA)
  • Public key authentication (including by TLS client certificate)
  • Identity federation with existing provider (for example Google Apps)

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: Between 6 months and 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 is accredited under ISO27001. The company's Chief Technology Officer directly oversees the ISMS through regular operations meetings.
• Software Security Code of Practice: Yes

Operational security

• Configuration and change management standard: Supplier-defined controls
• Configuration and change management approach: The Change Control process is designed to capture and manage the various requests for changes, upgrades and development of the Service Platform. Customer requests for changes and updates will be reviewed by the company via an issue management system. Any agreed changes then go through a process of configuration, testing and security review prior to being deployed to the live environment. Each stage of this process is subject to approval by internal stakeholders.
• Vulnerability management type: Supplier-defined controls
• Vulnerability management approach: Servers are monitored using the Amazon AWS Inspector service, which reviews all servers against potential security issues and vulnerabilities, as set out in 'Common Vulnerabilities and Exposures' and 'Security Best Practices' defined by the AWS Inspector Core Rules Sets. All found issues and vulnerabilities are reviewed and addressed according to severity.
• Protective monitoring type: Supplier-defined controls
• Protective monitoring approach: All external traffic to our platforms is automatically monitored and protected by our cloud provider, Amazon AWS, who comply with various standards relevant to the security of its services including ISAE 3402.; ; Any traffic getting through to our systems is then protected using elastic load balancers and web application firewalls which actively protect against DDoS attacks and the OWASP Top Ten Security Risks.; ; Our engineering team also monitors for usage anomalies with automated alerts triggered in the case of abnormal trends / brute force. Any potential issues are investigated immediately with further analysis of the relevant server and service logs.
• Incident management type: Supplier-defined controls
• Incident management approach: Our processes are inline with the NCSC 10 Steps to Cyber Security / Incident Management to ensure that all incidents are raised, managed, resolved and reviewed in a timely manner. The key steps are: Identify, Protect, Detect, Response & Recover. Customer-originating incidents should be reported to the service desk. The incident will then be managed according to the above. Whether customer- or internally-generated, the service desk will share an incident report with nominated contacts at affected customers, detailing the level and scope of the attack, the mitigation and recovery.
• Post-quantum cryptography secure: No

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: No

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: Citation
• ISO/IEC 27001 accreditation date: Wednesday 30 October 2024
• 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: 0f9461e7-0792-41f6-93f7-d6841c8806ae
• Cyber essentials plus: Yes
• Please provide your Cyber Essentials Plus Certificate Number: 6a5a9c16-8d39-40ac-84ea-f8c52861ee25
• Other security certifications: No

Social value

• Section B - Commitment for Future: Delivery:

  • 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 how to influence staff, suppliers, customers, communities and/or any other appropriate stakeholders through the delivery of the contract to support climate and nature protection and improvement

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 nic.streatfeild@govmetric.com. Tell them what format you need. It will help if you say what assistive technology you use.