WORKINCONFIDENCE LIMITED

WorkInConfidence: Case Management Platform

WorkInConfidence Case Management securely stores, tracks and reports Speak Up, HR, performance, grievance and whistleblowing cases, raised by email, phone or anonymous channels. The platform offers encrypted storage, configurable fields, multi-user access, tiered case sharing and clear, auditable reporting for efficient, compliant case handling across organisations of all sizes sectors.

Features

• Securely store and manage Speak Up, HR and whistleblowing cases
• Open case logging for people to log cases directly
• Cloud-based, highly secure platform meeting privacy and security standards
• Configurable case fields to capture organisation-specific information
• Case templates guiding teams through required steps and information
• Clear dashboards with monthly and quarterly reporting views
• Advanced reporting to track progress, risk and case status
• One click add reminder to calendar to prevent missed actions
• Multi-user access with tiered permissions and strong administrative controls
• AI-generated case note summaries to save time and improve clarity

Benefits

• Secure centralised case storage reduces risk and improves oversight
• Consistent case recording improves efficiency and decision-making
• One solution for grievances, conduct, behaviour and whistleblowing
• Faster, structured case handling improves staff experience
• Clear dashboards and reports enable informed, timely action
• Supports legal and regulatory compliance requirements
• Easy case logging for your people
• Enables secure collaboration between managers and teams
• More secure and reliable than spreadsheets or internal systems
• AI-generated case summaries save time and improve clarity

• Education pricing available

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

Framework

G-Cloud 15

Service ID

599885375907922

Contact

Tim Martin
0845 383 1013
tim@workinconfidence.com

About your service

• Service categories:

  Applications

  Enterprise resource management

  • Enterprise performance management

  Financial

  • Treasury and Risk Management Applications

  Human capital management

  • Core Human Resources Applications
  • Talent Management Applications
• Multi cloud support: No

Service scope

• Software add-on or extension: No
• Cloud deployment model: Public cloud
• Service constraints: No
• System requirements:
  • Staff have internet acces (PC, phone or tablet)
  • Browser access (Edge, Chrome, Safari, Firefox, Opera)

User support

• Email or online ticketing support: Yes
• Support response times: Initial response usually within one business hour but always within one business day (09:00 - 17:00). Weekends and holidays usually picked up within 24hrs.
• 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: Yes
• Web chat support availability: 9 to 5 (UK time), Monday to Friday
• Web chat support accessibility standard: WCAG 2.2 AA
• Web chat accessibility testing: The web chat widget is level one (A) compliant and satisfies many legal two (AA) requirements. Testing has been done on the plug in.
• Onsite support: Yes, at extra cost
• Support levels: We provide a single level of support
• Support available to third parties: Yes
• AI chatbot: No

Onboarding and offboarding

• Getting started: We provide support to help clients complete DPIAs and understand relevant IT and information governance requirements. ; When a new client starts using WorkInConfidence, they are assigned a dedicated account manager who supports them throughout the onboarding process to ensure a successful launch. This includes providing pre-launch guidance materials, online administrator and admin training and if you are using the open case logging, internal marketing collateral. ; Clients also receive access to a comprehensive online support area with resources for administrators and case managers. ; During setup, we deliver administrator and manager training sessions as required and work with the client to ensure the system is configured appropriately for launch - including set up of appropriate reports. ; Following launch, the account manager continues to work with the client on a regular basis to ensure they get the best ongoing value from WorkInConfidence.
• Service documentation: Yes
• Documentation formats:
  • HTML
  • PDF
  • Other
• Other documentation formats:
  • Videos
  • AI-powered search of support articles
• End-of-contract data extraction: For case management, a full list of all cases, with all appropriate fields can be downloaded as .xls. or .csv. All reports available on the dashboard (by field and time period selected by the client) can be downloaded as .xls or .png. Full case histories can be downloaded as pdf by those with appropriate access those conversations and / or cases. All historic results of surveys on the speak up process can be downloaded.
• End-of-contract process: For case management, a full list of all cases, including all appropriate fields, can be downloaded in .xls or .csv format. All reports available on the dashboard, filtered by client-selected fields and time periods, can be downloaded as .xls or .png. Full case histories can be downloaded as PDFs by users with appropriate access to those conversations and/or cases. Historic survey results relating to the speak up process can also be downloaded. ; If an organisation ceases to be a client of WorkInConfidence, all client and user data will be removed within three months of contract termination.; A run-off period with continued system access can be provided, typically at 15% of the annual contract fee.
• Documentation accessibility standard: WCAG 2.2 AA

Using the service

• Web browser interface: Yes
• Supported browsers:
  • Microsoft Edge
  • Firefox
  • Chrome
  • Safari
  • Opera
• Application to install: No
• Designed for use on mobile devices: Yes
• Differences between the mobile and desktop service: Yes the service is mobile optimised. When accessed from a mobile device (smartphone or tablet) the pages reformat to fit the size of the device in question. Core functionality is the same.
• Service interface: No
• User support accessibility: WCAG 2.2 AA
• API: No
• Customisation available: Yes
• Description of customisation: WorkInConfidence is highly customisable through a web-based administration interface, giving clients control over how the service is used. Client administrators can manage system settings and user access rights, including administrator, case manager and report access only roles. ; System-wide configuration includes tailoring of messaging on landing pages and within the system, and control of administrator, reporting and management permissions. ; Where open case logging is enabled, clients can configure case categories, form messaging and the data fields collected. ; Case management supports the creation of custom fields and multiple note templates for different case scenarios or stages, as well as configuration of how case details are shared, including access limited to the relevant manager, shared with an individual manager, or shared with a group of managers. ; Clients can also configure whether multi-factor authentication is mandatory or optional.; Reports are configurable as well as which reports appear on the dashboard and as pinned reports (with section by field – such as role, location, characteristic), time period and whether monthly or quarterly data is presented.

Scaling

• Independence of resources: The WorkInConfidence service is automatically monitored to ensure that there is always sufficient capacity to meet the needs of all clients. Any potential issues are highlighted and additional capacity can be added within 30 minutes.

Analytics

• Service usage metrics: Yes
• Metrics types: Users with reporting access can view a configurable dashboard showing cases by category, manager, or other defined fields over selected time periods. The dashboard displays all cases or open cases only, including ownership and time open, alongside closure rates and average response times by manager. It also presents responses to mini-surveys on the case-handling process and shared-detail reports suitable for wider management audiences. Administrators can pin filtered reports to the dashboard with time-series analysis. Clients may request bespoke reports, including full case lists, NGO reports, shared learning summaries, and AI-generated case summaries.
• Reporting types:
  • Real-time dashboards
  • Regular reports
  • Reports on request
• Resource tagging: Yes
• 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: Complies with a recognised standard (for example CSA CCM version 4.0)
• 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 another standard
• Data sanitisation process: Yes
• Equipment disposal approach: Complying with a recognised standard, for example CSA CCM v4.0, CAS (Sanitisation) or ISO/IEC 27001
• Data sanitisation type: Deleted data can’t be directly accessed / Cryptographic Erasure

Data importing and exporting

• Data export approach: For case management, a full list of all cases, with all appropriate fields can be downloaded as .xls. or .csv. All reports available on the dashboard (by field and time period selected by the client) can be downloaded as .xls or .png. Full case histories can be downloaded as pdf by those with appropriate access those conversations and / or cases. All historic results of surveys on the speak up process can be downloaded.
• Data export formats:
  • CSV
  • Other
• Other data export formats:
  • Pdf
  • .xls
• Data import formats:
  • CSV
  • Other
• Other data import formats: .xls

Data-in-transit protection

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

Availability and resilience

• Guaranteed availability: We aim to be available at least 99.5% of the time, apart from reasonable scheduled maintenance (either outside normal business hours or up to 1 day per quarter). Historically we have exceeded 99.95% availability. If we exceed this downtime, clients are entitled to 7 days free for each day we have been down as long as they request it within 28 days of the outage.
• Approach to resilience: WorkInConfidence is hosted on Amazon's AWS infrastructure used by many large organisations. We chose to partner with Amazon because of their work in this area. More details are available from the AWS website or directly from WorkInConfidence.
• Outage reporting: There is a public dashboard at: https://status.workinconfidence.com/

Identity and authentication

• User authentication needed: Yes
• User authentication:
  • Multi-Factor Authentication (MFA)
  • Username or password
• Access restrictions in management interfaces and support channels: Access restrictions in management interfaces and support channels The administration areas of all clients instances of WorkInConfidence are protected via username and password. The system insists on strong passwords of at least eight characters with upper and lower case letters and numbers. Users of the system have the ability to set up Multi Factor Authentication. We recommend this for Admin Users and Managers. Users can choose to mandate MFA for either all users or Manager/admin users.
• Access restriction testing frequency: At least every 6 months
• Management access authentication:
  • Multi-Factor Authentication (MFA)
  • 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: Yes
• Security governance standards: Other
• Other security governance standards: IASME Governance standard and Cyber Essentials Plus
• Information security policies and processes: WorkInConfidence has: 1. Clarity on what is collected, what purposes and how stored. This is clearly documented in Privacy policies and a further internal policy; 2. Technical measures to guard security and privacy. The CTO is in charge of this, and has close oversight of all aspects of the build and operations of the Company’s services. This is discussed regularly with the CEO and also in every board report there is an update, also highlighting any areas of security risk; 3. Organisational measures. All staff are required to be aware of the organisation’s security policies and processes, and are trained and regularly updated on these. Any third parties working with us have to sign up to and adhere to these. Any security risk is required to be notified to the CEO and CTO immediately. To support each of these the Company has clearly documented policies and procedures, a log of who has been trained and when last updated. These include User Privacy Policy, Password Policy, Mobile Device Policy, Retention Policy, Incident Response Policy, Confidential Data Policy. The above are reviewed and updated at least semi-annually and any key changes highlighted to the Board.
• Software Security Code of Practice: Yes

Operational security

• Configuration and change management standard: Supplier-defined controls
• Configuration and change management approach: All components of the service are under configuration control (source control via git) and all changes are reviewed and tested with a view on security before being applied to the live service.
• Vulnerability management type: Supplier-defined controls
• Vulnerability management approach: All components of the service are under configuration control (source control via git) and all changes are reviewed and tested with a view on security before being applied to the live service.
• Protective monitoring type: Supplier-defined controls
• Protective monitoring approach: Many steps are taken to ensure that the service cannot be compromised but we actively monitor the logs for unusual activity or activity from outside of known parameters. If an anomaly is detected it is flagged up via both email and instant notification to support staff. This is then investigated immediately to see if there has been an issue and steps taken accordingly.
• Incident management type: Supplier-defined controls
• Incident management approach: Incidents flagged up during routine monitoring will be dealt with through company policy. User can report incidents either through our website or via our dedicated email address: security@workinconfidence.com.
• Post-quantum cryptography secure: Yes

Secure development

• Approach to secure software development best practice: Conforms to a recognised standard, but self-assessed

Public sector networks

• Connection to public sector networks: No

Pricing

• Discount for educational organisations: Yes
• 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: 15%
• Between £500,001 and £1,000,000: 20%
• Between £1,000,001 and £2,500,000: 25%
• Between £2,500,001 and £5,000,000: 30%
• Over £5,000,001: 35%

Non-mandatory Standards and certifications

• ISO/IEC 27001 certification: No
• 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: Fa4691e1-07aa-42ed-87ad-c678c5caa752
• Cyber essentials plus: Yes
• Please provide your Cyber Essentials Plus Certificate Number: Dc69e3db-1803-4231-b89f-e3e469ade4fd
• Other security certifications: Yes
• Any other security certifications: IASME

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

    • New or retained jobs on the contract workforce in the relevant area that meet the criteria set out in MAC 1b, 1c and 1d
    • New apprenticeships on the contract workforce in the relevant area that meet the criteria set out in MAC 1b
    • Providing opportunities for, and measuring and monitoring of, staff workforce conditions over time, including employee engagement, involvement in decision-making and satisfaction and adapting to any changes in the results, with clear processes for acting on issues identified
    • Plans to engage the contract workforce in deciding the most important workplace issues to address
    • Monitoring of employee engagement rates (by protected characteristic) and, where necessary, the development of actions to ensure all voices are heard across the diversity of the workforce
    • Employment contracts that reflect actual hours worked; steps taken to ensure employees understand their contracts and have the ability to review and adjust them if actual hours regularly exceed contracted hours
    • Activities that support an environment where staff are educated about, and feel empowered to, address their physical wellbeing
    • Activities that support an environment where staff are educated about and feel empowered to report and address bullying and harassment
    • Activities to cascade good practice on fair working conditions throughout the supply chain
    • Payment of more than the National Minimum Wage or National Living Wage (as appropriate) to the contract workforce
    • Monitoring and reporting of gender and ethnicity pay gaps and plans to address them where necessary
    • Entitlement to sick pay for the contract workforce, with provision in place for any staff who do not meet the earnings threshold for statutory sick pay, payment of sick pay from day one of absence and payment of staff on the contract workforce who are off sick a replacement income of 100% of their usual earnings for as long as possible
    • Understanding of in-work progression issues affecting the market, industry or sector relevant to the contract, and in the supplier’s own organisation and those of its key sub-contractors
    • Measures to support in-work progression to help people in the contract workforce, to move into higher paid work by developing new skills relevant to the contract
    • Support for the contract workforce by providing career advice, and providing opportunities for staff working on the contract with in-work progression career development into known skills shortages or high growth areas
    • Support for educational attainment relevant to the contract, including training schemes that address skills gaps and result in recognised qualifications
    • Understanding of the modern slavery risks and issues affecting the market, industry, sector or country (of origin or of source) relevant to the contract, and the workforce in the supplier’s own organisation and those of its key subcontractors
    • Measures to identify, mitigate and manage modern slavery risks relating to the contract and how these will be implemented
    • Outline policies and practices to be applied to or put in place for the contract to mitigate and manage modern slavery risks, including: Pre-employment checks, recruitment practices. Workplace conditions, safeguarding plans and processes in place and regular monitoring with relevant groups considered, which may include sampling
    • How these flow down the supply chain and are monitored Illustrative examples include reporting, site visits, audits, etc.
    • How to ensure business decisions re: price/cost, short lead times, payment timescales do not create modern slavery risks in the supply chain

  • 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 2: Skills for growth: Supporting growth sectors and addressing skills gaps.

    • Delivery of apprenticeships, supported internships and T Level industry placement opportunities (Level 2, 3 and 4+) in relation to the contract

  • 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 3: Resilient, innovative and flexible supply chains: Support economic growth through enabling resilient businesses, opportunities for small businesses and voluntary, community and social enterprises

    • Activities to identify opportunities to open up sub-contracts under the prime contract to a diverse range of businesses, including new businesses, entrepreneurs, start-ups, SMEs, VCSEs and mutuals
    • Structuring of the supply chain selection process to ensure fairness (e.g. anti-corruption) and encourages participation by a diverse range of businesses, including with regard to new businesses, entrepreneurs, start-ups, SMEs, VCSEs and mutual

  • 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 opportunities for additional environmental benefits delivery in the performance of the contract, including working towards net zero carbon emissions and use of clean energy and green technologies
    • Collaborative ways of working with the supply chain to deliver additional environmental benefits in the performance of the contract, including working towards net zero carbon emissions and use of clean energy and green technologies
    • Delivery of additional environmental benefits through the performance of the contract, including working towards net zero carbon emissions and use of clean energy and green technologies

  • Mission: Break down barriers to opportunity: By reforming our childcare and education systems, to make sure there is no class ceiling on the ambitions of young people in Britain

    Policy Outcome 6: Employment and training: For those who face barriers to employment

    • Understanding of the issues affecting inequality in employment, skills and pay in the market, industry or sector relevant to the contract, and in the supplier’s own organisation and those of its key sub-contractors. Measures to tackle inequality in employment, skills and pay in the contract workforce

  • Mission: Break down barriers to opportunity: By reforming our childcare and education systems, to make sure there is no class ceiling on the ambitions of young people in Britain

    Policy Outcome 7: Creating a pipeline of opportunities: For the contract workforce, reducing barriers to entry for under-represented groups.

    • Understanding of issues relating to entering the contract workforce

  • Mission: Build an NHS fit for the future: That is there when people need it; with fewer lives lost to the biggest killers; in a fairer Britain, where everyone lives well for longer.

    Policy Outcome 8: Increasing productivity through physical and mental wellbeing: In the supply chain and communities in the relevant area.

    • Understanding of issues relating to health and wellbeing, including physical and mental health, in the contract workforce

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