IKEN BUSINESS LTD

Iken Cloud HR Case Management

A configurable, scalable HR case management application supporting public sector teams in managing complex and diverse Employee Relations cases and processes. Combining document and email management with workflow, reporting and analytics ensures ER case information is available on demand, allowing users to track work whilst responding to increasing customer expectations.

Features

• Integration with both Microsoft Office 365 and Google Workspace
• Document and email management with automatic indexing and document previewing
• Configurable workflow supporting ER case processes (eg. Grievances and Disciplinaries)
• Dashboards, management reporting & business analytics
• Diary and ER key date management
• Integrated document template and pro forma management
• Comprehensive search capability including document keyword search
• User-definable case alerts and notifications
• Optional third-party document bundling integration for tribunal submission
• Secure collaboration portal – Iken Connect (optional add-on)

Benefits

• Ease of access to case information and knowledge
• Management overview of workload, resource allocation, priorities, risk and compliance
• Save time through increased automation of routine tasks
• Manage case access to protect sensitive information
• Support and enhance secure, collaborative and remote working
• Improve strategic and operational decision-making with real-time data available
• Intuitive, accessible user interface, enabling full team adoption
• Work productively from any location via your web browser
• Accelerate output by leveraging Iken’s integrations with third party technologies
• Continually benefit from regular, automatic system feature releases

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 info@iken.co.uk. Tell them what format you need. It will help if you say what assistive technology you use.

Framework

G-Cloud 15

Service ID

614625758433864

Contact

Stephen Wanless
0117 373 0790
info@iken.co.uk

About your service

• Service categories:

  Applications

  Production and operations

  • Other operations

  Service industry and public sector operations

  • Healthcare
  • Education
  • Public Order and Safety
  • Police
  • Defence
  • Other
• Multi cloud support: No

Service scope

• Software add-on or extension: No
• Cloud deployment model: Public cloud
• Service constraints: N/A
• System requirements:
  • For Microsoft Office 365 users, a plan that includes:
  • Exchange Online
  • SharePoint Online
  • The online (web app) versions of Outlook, Word and Excel
  • For Google Workspace users:
  • A Google Workspace plan
  • Further details available in the Service Description

User support

• Email or online ticketing support: Yes
• Support response times: For technical incidents, the maximum time we'll take to provide a response is 1 business hour in 98% of CRITICAL cases, 3 business hours in 98% of URGENT cases and 24 business hours in 95% of STANDARD cases.
• User can manage status and priority of support tickets: Yes
• Online ticketing support accessibility: WCAG 2.2 AA
• 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: N/A
• Onsite support: Yes, at extra cost
• Support levels: For technical incidents, the maximum time we'll take to provide a response is 1 business hour in 98% of CRITICAL cases, 3 business hours in 98% of URGENT cases and 24 business hours in 95% of STANDARD cases.; ; The cost of the support service is included in the subscription fee.; ; Support is provided and managed by our dedicated support helpdesk.
• Support available to third parties: Yes
• AI chatbot: No

Onboarding and offboarding

• Getting started: All users will receive user training and on-boarding support. This will consist of a day of interactive online training on the Iken system with a remote trainer, followed by personalised 1:1 support from a remote Iken trainer during the first few days of system go live.; In addition, all users have access to the Support Portal containing documentation, video guides and user guides which is updated with new features and capabilities.
• Service documentation: Yes
• Documentation formats:
  • HTML
  • PDF
  • Other
• Other documentation formats:
  • Word
  • Excel
• End-of-contract data extraction: The users' documents reside in their own SharePoint Online/Google environment, so will not require extraction from the application. The users' metadata within their hosted database will be extracted and provided to them in a standard data format (e.g. CSV)
• End-of-contract process: The first step in the offboarding process is an agreed timescale between Iken Business Ltd and the client to initiate and complete the associated activities. This includes extracting the client’s data and shutting down their database once the client is in a position to cease their use of the service.
• Documentation accessibility standard: None or don’t know
• How the documentation is accessible: If a buyer has a specific need for accessible documentation, we are happy to explore how to meet the need as required.

Using the service

• Web browser interface: Yes
• Supported browsers:
  • Microsoft Edge
  • Chrome
• Application to install: No
• Designed for use on mobile devices: Yes
• Differences between the mobile and desktop service: No difference in functionality within Iken Cloud. Some difference in look and feel due to responsive design depending on form factor. Integration between Iken Cloud and the Outlook mobile app is not currently available due to Microsoft limitations.
• Service interface: Yes
• User support accessibility: WCAG 2.2 AA
• Description of service interface: Web-based portal
• Accessibility standards: WCAG 2.2 AA
• Accessibility testing: We carry out regular accessibility testing as part of the ongoing development process for the product. In addition, we also use an external body to carry out an accessibility audit of the product to ensure that the application meets the requisite AA standards.
• API: Yes
• What users can and can't do using the API: Iken Cloud has a public facing RESTful API allowing approved clients or third parties to build an integration with Iken Cloud. This enables access to a range of API calls to allow integration with Iken Cloud functionality to read and write data.
• API documentation: Yes
• API documentation formats: Open API (also known as Swagger)
• API sandbox or test environment: No
• Customisation available: Yes
• Description of customisation: The Iken Cloud Case Management system is highly configurable, allowing for significant customisation, catering to diverse user needs and industry requirements:; 1. Customisable Workflows: The system allows users to configure each stage and step of a process. This includes the ability to automate routine tasks, capture case-specific data, and populate documentation with the recorded data. Users can tailor these workflows to adhere to specific industry standards and regulatory requirements.; 2. Reporting and Analytics: Iken provides a customisable library of reports, and a business intelligence platform for designing dashboards, charts, and reports. Users can produce these reports in multiple formats, driven by their data needs, which helps in strategic and operational decision-making.; 3. Template Management: Email and document templates for Office 365 and Google Workspace. Templates benefit from automatic indexing as well as the population of relevant case data, which can be configured by users to meet operational needs.; 4. Dropdowns: Iken Cloud provides users with the administrative tools to configure dropdowns for themselves, allowing the system to be configured to their specification.; This flexibility ensures that the Iken system can adapt to the evolving needs of its users, making it a robust option for varied organisational environments.

Scaling

• Independence of resources: The application is hosted in a PaaS environment that utilises auto-scaling and high availability capability. The environment is proactively monitored 24x7x365 with a team of engineers ready to react to any issue and, if required, increase platform resources to optimise performance.

Analytics

• Service usage metrics: Yes
• Metrics types: Through the reporting suite, super-user reports can show real-time and historic usage of the platform, including by user, case, time recording.
• Reporting types:
  • Real-time dashboards
  • 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: Baseline Personnel Security Standard (BPSS)

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: NCSC approved service provider
• Protecting data at rest: 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
  • Physical Destruction / Hardware containing data is completely destroyed

Data importing and exporting

• Data export approach: Data can be exported from multiple parts of the platform via csv or spreadsheet formats, including from the reporting suite and matter listings sections, using simple on screen controls. For more complex data exports, we will assist users in exporting their data should they have a requirement to do this.
• 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)
• Data protection within supplier network: TLS (version 1.2 or above)

Availability and resilience

• Guaranteed availability: 99.5% during normal business hours, except for planned maintenance with an agreed period of advance notice and/or emergency maintenance. Planned and unscheduled maintenance will, however, be carried out outside of business hours wherever possible.
• Approach to resilience: We have an application gateway to load balance between multiple back end servers and provide a highly available platform. All new releases follow our testing policies prior to deployment.
• Outage reporting: Via the Iken support desk portal

Identity and authentication

• User authentication needed: Yes
• User authentication:
  • Multi-Factor Authentication (MFA)
  • Username or password
  • Other
• Other user authentication: Authentication within Iken Cloud makes use of Single Sign-On (SSO) authenticating against the Client's own Azure AD, now called Microsoft Entra, allowing each client to enforce their own authentication policies and controls, such as password policies or multi-factor authentication (MFA)
• Access restrictions in management interfaces and support channels: There is an internal configurable system of roles, which are assigned to users, and tasks, which are assigned to roles that describe what each role can do. Depending on the configuration, the interface dynamically grants access to management interfaces, etc.
• Access restriction testing frequency: At least once a year
• 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: No audit information available
• 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: ISO/IEC 27001
• Information security policies and processes: Comply with ISO27001, certified in Cyber Essentials and Cyber Essentials Plus and conduct all business operations in line with our information security management system, which is reviewed at least annually.
• Software Security Code of Practice: Yes

Operational security

• Configuration and change management standard: Supplier-defined controls
• Configuration and change management approach: We follow the configuration and change management processes set out in our ISO27001 certified information security management system. In line with ISO27001, the Change Control Board, which includes the major stakeholders including technical, development, support staff and customer account management, helps to evaluate the security implication and additional risk and impact of any changes requested. Additionally, all development changes follow a defined release management process ensuring testing and acceptance criteria are met before promotion through environments from development to production. All releases undergo internal security testing against OWASP Top 10 vulnerabilities.
• Vulnerability management type: Supplier-defined controls
• Vulnerability management approach: We follow the vulnerability management processes set out in our ISO27001 certified information security management system, which includes proactive monitoring of logs and events. Penetration Tests are performed annually or whenever significant software or infrastructure changes are completed, and Azure Security Center is used to live monitor the service. Any remedial action is prioritised and expedited.; Patching is performed in line with vendor recommendation and best practice. This is monitored through approved supplier communications channels and portals for latest vulnerabilities and patches.
• Protective monitoring type: Supplier-defined controls
• Protective monitoring approach: We follow the protective monitoring processes set out in our ISO27001 certified information security management system. The environment is actively monitored and logging enabled to identify any potential compromise. This would be treated as a high severity incident and would receive immediate attention. On discovery, the incident would go through our Incident Management Process and would be reported through to the Information Security Management Forum, which oversees security issues, for review and potential further action.
• Incident management type: Supplier-defined controls
• Incident management approach: We follow the incident management processes set out in our ISO27001 certified information security management system. This Incident Management process follows ITIL best practice, to ensure incidents are identified, prioritised and receive expert diagnosis to facilitate resolution though to recovery and closure. The process is managed by our service desk who will help coordinate activity and communication with customers. Customers can view incident progress on the service portal, and in the event of a major incident, MIRs will be shared if requested.
• Post-quantum cryptography secure: Yes

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: 4.5%
• Between £500,001 and £1,000,000: 7%
• Between £1,000,001 and £2,500,000: 9.5%
• Between £2,500,001 and £5,000,000: 12%
• Over £5,000,001: 14.75%

Non-mandatory Standards and certifications

• ISO/IEC 27001 certification: Yes
• Who accredited the ISO/IEC 27001: Accredited by UCAS/Certified by Centre for Assessment Ltd
• ISO/IEC 27001 accreditation date: Monday 18 September 2023
• What the ISO/IEC 27001 doesn’t cover: All aspects of the service provided are covered by our certification, including our company's business activities.
• ISO 28000:2022 certification: No
• ISO 9001 certification: No
• Quality management systems (QMS): No
• CSA STAR certification: No
• PCI certification: No
• Cyber essentials: Yes
• Please provide your Cyber Essentials Certificate Number: 3c29904d-83a3-4034-bea6-57947b080560
• Cyber essentials plus: Yes
• Please provide your Cyber Essentials Plus Certificate Number: D7f8eb77-a369-4917-818a-4df0f11f69f6
• Other security certifications: No

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

    • 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
    • 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 report and address bullying and harassment
    • Offer a pay and leave entitlement to all eligible staff who become kinship carers, ideally equivalent to statutory adoption pay and leave
    • Payment of more than the National Minimum Wage or National Living Wage (as appropriate) to the contract workforce
    • 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
    • Volunteering opportunities for staff

  • 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

    • Measures to involve local stakeholders and/or users in design (e.g. in the design of services, systems, products or buildings)
    • Plans to respond flexibly and adapt approaches to community engagement and initiatives

  • 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

    • Introducing transparency to pay and reward processes
    • Working conditions which promote an inclusive working environment and promote retention and progression
    • 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
    • Creation of outreach activities to create a pipeline of employees for the future contract delivery
    • Content of the outreach activity is designed to suit the target cohort

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 info@iken.co.uk. Tell them what format you need. It will help if you say what assistive technology you use.