LEADENT DIGITAL LTD

Field Service Portal

The Leadent Digital Field Service Portal provides access to a range of software services that improve efficiency and increase capability in managing and executing field operations. From the portal, users can access digital services to enhance their existing scheduling and mobile capabilities with full integration to other systems

Features

• Appointment management
• Real-time service updates
• Data management
• Analytics
• Bespoke requirements

Benefits

• Reduced operational costs
• Reduced contact centre calls
• Quick and easy to implement
• Integrated with field service management solution
• Greater operational insight and improved decision-making

£5 a user a month

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 hello@leadent.digital. Tell them what format you need. It will help if you say what assistive technology you use.

Framework

G-Cloud 14

Service ID

605908002367964

Contact

Laura Mattin
0844 414 5707
hello@leadent.digital

Service scope

• Software add-on or extension: Yes
• What software services is the service an extension to: Oracle Field Service,; IFS Planning Scheduling & Optimisation,; OverIT Field Service Management,; and other field service scheduling solutions
• Cloud deployment model: Public cloud
• Service constraints: The service is a flexible tool that can be configured to meet customer requirements, and bespoke solutions can be provided if required. The service is available 24/7/365 and is hardware-agnostic. No specific constraints have been identified.
• System requirements:
  • Browser
  • Field service management / scheduling software

User support

• Email or online ticketing support: Email or online ticketing
• Support response times: Response times depend on the severity/impact of the issue, ranging from 1 hour to 72 hours.
• User can manage status and priority of support tickets: Yes
• Online ticketing support accessibility: None or don’t know
• Phone support: No
• Web chat support: No
• Onsite support: Yes, at extra cost
• Support levels: Service levels are monitored constantly to ensure the highest possible level of uptime. Any incidents are categorised according to their severity/impact and are addressed according to our support model. Support is available during UK business hours, unless otherwise agreed and is included as part of the subscription fee. A nominated account manager is provided.
• Support available to third parties: Yes

Onboarding and offboarding

• Getting started: Each customer is provided with a dedicated onboarding session which is delivered remotely to the customer’s key users of the system. The customer is responsible for training the remaining end users, unless otherwise agreed, supported with provided user documentation.
• Service documentation: Yes
• Documentation formats:
  • HTML
  • PDF
• End-of-contract data extraction: This is completed on request by our team.
• End-of-contract process: Off-boarding will be co-ordinated by the customer’s nominated account manager and the process will vary depending on the exact nature of the service provided and any data held in the portal. No additional charges would usually apply.

Using the service

• Web browser interface: Yes
• Supported browsers:
  • Microsoft Edge
  • Firefox
  • Chrome
  • Safari
• Application to install: No
• Designed for use on mobile devices: Yes
• Differences between the mobile and desktop service: The solution is fully responsive, layouts differ according to screen dimensions but the functionality is the same
• Service interface: Yes
• User support accessibility: None or don’t know
• Description of service interface: Certain services include access to an administrative portal for the management of users and viewing of usage statistics and other management information. Support tickets can also be raised via the portal.
• Accessibility standards: None or don’t know
• Description of accessibility: The Field Service portal is available via a wide range of web browsers and devices. Accessibility is improved by running the services through a minimum of two accessibility checkers (Chromium Lighthouse and Wave) and making changes based on the recommendations.
• Accessibility testing: N/A
• API: Yes
• What users can and can't do using the API: APIs for the Field Service portal are provided on request, to help customers meet specific business requirements. APIs are typically used for the retrieval of data to integrate with a legacy system.
• API documentation: Yes
• API documentation formats:
  • Open API (also known as Swagger)
  • PDF
• API sandbox or test environment: Yes
• Customisation available: Yes
• Description of customisation: The Field Service Portal is largely managed by configuration, but customisation is possible to meet specific business requirements. These are usually changes to the overarching SaaS product and are developed by our team.

Scaling

• Independence of resources: Each customer has their own dedicated instance of the solution, with its own resiliency, back-ups and associated safeguards. ; Our serverless architecture provides linear horizontal scaling according to real-time demand. The solution is deployed on AWS with high levels of availability and performance.

Analytics

• Service usage metrics: Yes
• Metrics types: Users can access metrics regarding how their end-users have engaged with the service, numbers of clicks, tracking customer journey etc.
• Reporting types:
  • API access
  • Real-time dashboards
  • Regular reports
  • Reports on request

Resellers

• Supplier type: Not a reseller

Staff security

• Staff security clearance: Other security clearance
• Government security clearance: Up to Security Clearance (SC)

Asset protection

• Knowledge of data storage and processing locations: Yes
• Data storage and processing locations:
  • United Kingdom
  • European Economic Area (EEA)
  • Other locations
• User control over data storage and processing locations: Yes
• Datacentre security standards: Complies with a recognised standard (for example CSA CCM version 3.0)
• Penetration testing frequency: At least once a year
• Penetration testing approach: Another external penetration testing organisation
• Protecting data at rest:
  • Physical access control, complying with SSAE-16 / ISAE 3402
  • Encryption of all physical media
  • Scale, obfuscating techniques, or data storage sharding
• Data sanitisation process: Yes
• Data sanitisation type: Deleted data can’t be directly accessed
• Equipment disposal approach: In-house destruction process

Data importing and exporting

• Data export approach: This is not usually required as data is received from the customer's own systems and presented in the Field Service portal via integration. We do not master data, with the exception of some usage statistics, which can be exported by a user with the appropriate permissions.
• 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)
  • IPsec or TLS VPN gateway
• Data protection within supplier network:
  • TLS (version 1.2 or above)
  • Other
• Other protection within supplier network: Each component of the solution utilises principle of least privilege in terms of accessing other components.; Data is encrypted in flight and at rest

Availability and resilience

• Guaranteed availability: We offer an SLA of 99.9% availability. Service credits are not offered as standard, but can be negotiated if required.
• Approach to resilience: The service runs on AWS, across multiple availability zones (data centres) using horizontally scalable serverless architecture. There are no servers in our setup to fail, runtimes are ephemeral and created as needed using AWS services. We also employ multiple layers of back-up and have clear targets for RPO and RTO.
• Outage reporting: Outages are rare, but if they occur, are communicated to customers on an individual basis via email.

Identity and authentication

• User authentication needed: Yes
• User authentication:
  • Identity federation with existing provider (for example Google Apps)
  • Username or password
  • Other
• Other user authentication: SSO using SAML with Microsoft Entra ID
• Access restrictions in management interfaces and support channels: Access control is part of our Information Security Management System. All users are given role-based access to our systems based on the principles of 'Deny-by-default', 'Need-to-know', 'Least privilege', Role-based Access Control (RBAC), Information classification and the value of information assets.
• Access restriction testing frequency: At least once a year
• Management access authentication:
  • 2-factor authentication
  • Identity federation with existing provider (for example Google Apps)
  • 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: User-defined
• Access to supplier activity audit information: Users contact the support team to get 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: No

Security governance

• Named board-level person responsible for service security: Yes
• Security governance certified: No
• Security governance approach: We have an ISO-27001-compliant Information Security Management System which is managed via a specific platform that includes risk assessment, policies and controls, audit processes and which is owned by senior members of the company's management team.
• Information security policies and processes: We have an ISO-27001-compliant Information Security Management System which is managed via a specific platform that includes risk assessment, policies and controls, audit processes and which is owned by senior members of the company's management team. Processes are monitored and audited according to the schedule and approach outlined in the ISMS.

Operational security

• Configuration and change management standard: Supplier-defined controls
• Configuration and change management approach: All changes to services are recorded via our change and configuration management platform. All changes are reviewed by a senior member of the development team, taking security considerations into account, before being released to a test environment, prior to release into production.
• Vulnerability management type: Supplier-defined controls
• Vulnerability management approach: Automated code and dependency scanning tools including as Snyk, Dependabot and Sonar alert the product development team of vulnerabilities that must be addressed.; These are dealt with as a priority and patches typically deployed within 48 hours.
• Protective monitoring type: Supplier-defined controls
• Protective monitoring approach: We use AWS Cloudtrail alongside guard rails for each AWS account to alert on suspicious activity for immediate response. ; Depending on the nature of the compromise our response will typically include the revocation of access keys to prevent further access.; Then identification of the impact of the compromise in terms of data and detailed communication to affected clients takes place.
• Incident management type: Supplier-defined controls
• Incident management approach: Incident management is a defined process within our Information Security Management System. Users are able to raise issues and report incidents via email or our raising a ticket in our support portal. Updates and reports are provided according to the process laid out in our ISMS and in relation to the severity/impact of the incident. Follow-up corrective and preventive actions are recorded and monitored.

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

Social Value

• Social Value:

  Social Value

  • Fighting climate change
  • Covid-19 recovery
  • Tackling economic inequality
  • Equal opportunity
  • Wellbeing

  Fighting climate change

  The Field Service Portal supports the reduction of carbon emissions through a reduction in wasted travel for appointments that can't be completed, where the customer is unavailable, or other general efficiencies in field service travel.

  Covid-19 recovery

  The Field Service Portal supports Covid-19 recovery by providing the opportunity for service providers to offer messaging to customers regarding the risks and requirements around Covid-19. Additionally, our solutions support remote working to increase flexibility and resilience as service providers return to new ways of working.

  Tackling economic inequality

  The Field Service Portal supports the tackling of economic inequality by increasing supply chain resilience, particularly in areas of innovation, developing new ways of working and offering greater choice to customers and employees.

  Equal opportunity

  The Field Service Portal supports equal opportunities by providing alternative, self-serve ways of managing appointments for customers who may, through disability or mental health issues, prefer not to telephone into a contact centre.

  Wellbeing

  The Field Service Portal supports wellbeing by creating an improved connection between services providers and their customers, delivering a more tailored service and increasing choice for customers.

Pricing

• Price: £5 a user a month
• Discount for educational organisations: No
• Free trial available: No

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 hello@leadent.digital. Tell them what format you need. It will help if you say what assistive technology you use.