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Concerto Support Services Ltd

Concerto IWMS: Integrated Workplace Management System

Concerto IWMS is a web-based solution for property and asset management. It offers a 360-degree view of your estate with integrated facilities management and responsive help desk. Supporting mobile work and role-defined dashboards. Seamlessly integrate it with existing systems for efficient and effective management of assets, both operational and non-operational.

Features

  • Complete estates management
  • Asset management register
  • Document Management with validation process and version control
  • Customisable role defined dashboards and intelligent reporting
  • Surveys (including Asbestos and water monitoring)
  • Equipment register
  • Case management module
  • Mobile working app. Instant data sharing from anywhere
  • Budget management with optional orders/invoicing module
  • Optional CAFM bolt on with help desk

Benefits

  • Improve efficiencies with single, centralised, 'umbrella' solution
  • Access the same data for all users from any where/device
  • Powerful range of functionality to build fit-for-purpose solution
  • User-friendly intuitive interface encourages can-do culture
  • Client-led configuration with customisable workflows and dashboards
  • Peace of mind that statutory requirements and situations are understood
  • Clients report ‘knock-on’ efficiencies in other departments
  • Integrates with the Concerto project management solution
  • Keep data relevant with automated approval of documentation
  • Keep ahead with powerful and bespoke automated reporting

Pricing

£55,000 to £85,000 a licence a year

  • Education pricing available
  • Free trial 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 sales@concerto.co.uk. Tell them what format you need. It will help if you say what assistive technology you use.

Framework

G-Cloud 14

Service ID

6 2 1 3 6 8 4 6 4 6 5 3 8 7 0

Contact

Concerto Support Services Ltd James Heysmond
Telephone: 01925 989500
Email: sales@concerto.co.uk

Service scope

Software add-on or extension
No
Cloud deployment model
Private cloud
Service constraints
Concerto is only available as a SaaS solution which is hosted via Microsoft Azure UK
System requirements
  • Standard supported web-browser
  • Native application support for iOS and Android mobile devices

User support

Email or online ticketing support
Email or online ticketing
Support response times
Within the defined service level agreement.
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
Yes, at extra cost
Support levels
Support is provided by Concerto's internal Service Desk.

Standard application support is available between Mon - Fri 09:00 am - 17:00 pm.
Enhanced application support options are available at an additional cost subject to further conversation around requirements.

Each support issue is dealt with within the agreed SLA's.
Support available to third parties
Yes

Onboarding and offboarding

Getting started
Concerto works closely in partnership with our clients from getting started and training right through to the everyday use of our software. We use our project methodology and expertise to help you manage the planning and implementation of our software, supporting you every step of the way and ensuring your implementation is a success.

Each implementation has a kick off workshop where we help you plan and break everything down into a project with work packages. Each subsequent work package has a workshop to establish requirements and resources, gain a clear understanding of your needs and how your organisation works to get the best from the software. We manage your implementation using Concerto Projects so you have complete visibility of your project’s progress.

We ensure your key data is correctly migrated from old systems - Often a large volume of complex data is involved so we are able to tailor fields to your requirements.

Our dedicated in-house help desk team are available to answer any questions and provide future support for the life of our software. We provide in house training, user manuals, online help, a support help desk and a video training library.
Service documentation
Yes
Documentation formats
  • HTML
  • PDF
End-of-contract data extraction
Users are able to work with Concerto to assist them in extracting their data at the end of the contract if this is required.
End-of-contract process
The off-boarding plan for this Call-Off Contract is that the data will be supplied back to the Buyer as

• Separate excel workbooks for system modules used
• Files uploaded to system to be extracted into a windows hierarchical folder structure and supplied in a password protected zip file.

Concerto can make this information available to the buyer via different means, e.g. SFTP, DVD or Encrypted hard-drive.

The above is included within the price of the contract, any other bespoke requirements would be priced on application.

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
Concerto offers both native (iOS/Android) and progressive web app mobile solutions. The mobile solutions are used for specific functions, such as Workforce/Supply Chain interaction for works ordering and a range of inspections, audits and surveys.

The main Concerto web application is responsive in design and can be accessed on any device with a standard web browser.
Service interface
No
User support accessibility
WCAG 2.1 AAA
API
Yes
What users can and can't do using the API
The Concerto system provides a number of API endpoints for the purposes of web-based mobile applications and to communicate with external software. In both cases, client software authenticates via credentials and/or an API key, which are provided by Concerto. Said API endpoints provide specific functionality necessary for other software to manipulate data in the system. A traditional user provides authentication information in the other software, which in turn authenticates with the core Concerto application. User interactions with the other software are then translated into data manipulation commands via the API endpoints. Our API endpoints are configured only to perform tasks specifically required for the operation of web-based mobile applications and external software.
All integrations are subject to detailed technical scope and design.
API documentation
Yes
API documentation formats
Other
API sandbox or test environment
Yes
Customisation available
Yes
Description of customisation
Concerto is deployed with a best-in-class workflow configuration. Our professional services team works with the buyer to configure the solution according to buyer processes. Concerto also trains the buyer on how the solution can be configured as and when required by themselves.

Logos can be customised on the login page and on the headers of reports.

Concerto offers drag-and-drop reporting capability to its users.

Users can customise Security Profiles (i.e. level of access users have in the system), the theme (colours in the banner) and parts of the system, i.e. Helpdesk actions and configuration.
The system is flexible and has been designed to be customised by users to fit their internal business processes as best as possible.

Scaling

Independence of resources
Each client has their own separate Concerto application and associated database separating client data.

All data is hosted in co-located UK data centres, providing resiliency and optimising performance.

Concerto continually monitors performance, its elastic infrastructure enables scaling.

Analytics

Service usage metrics
Yes
Metrics types
Two different kinds can be provided:

1) Application metrics, i.e. uptime of the application
2) Bespoke reporting based upon criteria forming an agreed contract management plan
Reporting types
  • Real-time dashboards
  • 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
User control over data storage and processing locations
No
Datacentre security standards
Complies with a recognised standard (for example CSA CCM version 3.0)
Penetration testing frequency
At least every 6 months
Penetration testing approach
‘IT Health Check’ performed by a CHECK service provider
Protecting data at rest
Physical access control, complying with CSA CCM v3.0
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
Users can export data by exporting to PDF, or Excel files.
Data can also be extracted via a custom built interface which will extract a CSV file onto the specified location.
Data export formats
  • CSV
  • Other
Other data export formats
  • XML
  • Fixed Width File
  • API (Subject to design)
Data import formats
  • CSV
  • Other
Other data import formats
  • XML
  • XLS
  • XLSX
  • API (Subject to design)

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
Our hosting provider has a 99.5% uptime SLA. Penalties or compensation for service failure are agreed upon with the buyer at the contract stage
Approach to resilience
Available on request.
Outage reporting
Email alerts from our hosting provider to notify us of any server outages.
If requested we can have outage notifications on a specific website also.

Identity and authentication

User authentication needed
Yes
User authentication
  • 2-factor authentication
  • Identity federation with existing provider (for example Google Apps)
  • Username or password
Access restrictions in management interfaces and support channels
The designated user administrator for the Concerto system (client side) is responsible for creating Security Profiles to restrict access as necessary.
Access restriction testing frequency
At least every 6 months
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 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
Yes
Who accredited the ISO/IEC 27001
BSI
ISO/IEC 27001 accreditation date
10/08/2022
What the ISO/IEC 27001 doesn’t cover
N/A
ISO 28000:2007 certification
No
CSA STAR certification
No
PCI certification
No
Cyber essentials
Yes
Cyber essentials plus
Yes
Other security certifications
No

Security governance

Named board-level person responsible for service security
Yes
Security governance certified
Yes
Security governance standards
  • ISO/IEC 27001
  • Other
Other security governance standards
Cyber Security Essentials and Essentials Plus
Information security policies and processes
We conform to ISO 27001 standards and Cyber Security Essentials and Essentials Plus

Operational security

Configuration and change management standard
Supplier-defined controls
Configuration and change management approach
Each change in the system is discussed internally to judge the potential impact on different clients.
All code changes are recorded to keep track.
Vulnerability management type
Undisclosed
Vulnerability management approach
Concerto commissions six-monthly penetration tests via an impartial third party to identify potential threats. Any threats identified are resolved within a week following a test. Concerto operates a monthly release process in which regression-tested product features and non-critical fixes are delivered to clients. Hotfixes for critical bugs and vulnerabilities are deployed immediately as patches to the most recent formal release.
Protective monitoring type
Conforms to a recognised standard, for example CSA CCM v3.0 or SSAE-16 / ISAE 3402
Protective monitoring approach
Concerto operates server-level and application-level monitoring. Alerts relating to the availability of a server or application are raised via email to a number of key personnel within the business. In the instance that a server is taken offline, our DR provision includes load balancing and failover servers that are typically operable within four hours of an incident. In the further event of a hardware failure, automatic DR processes transition data to another hardware host within approximately two hours. In the event that a new server requires provisioning and configuring, we aim to restore application availability within one day.
Incident management type
Supplier-defined controls
Incident management approach
Concerto follows industry best practise incident management processes which are governed by our ISO 9001 and 27001 processes. Users report issues via the telephone or logging a ticket through the Concerto Helpdesk portal. All incidents are categorised and then managed to completion based on agreed priories. In addition, Concerto also follows the required guidelines for subject access requests as outlined by GDPR.

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
Yes
Connected networks
Public Services Network (PSN)

Social Value

Social Value

Social Value

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

Fighting climate change

Our solution is managed and maintained remotely. There is no travel to site required meaning zero emissions from transportation. Our single largest carbon risk is our use of datacentres for hosting. We use Microsoft Azure datacentres in the UK. For these datacentres, Microsoft are committed to: LEED Gold certification for newly built datacenters, protecting more land than they use by 2025, zero-waste certification by 2030, water positivity by 2030 and diesel-free backup power also by 2030 100 percent of our data centres' electricity consumption, 100 percent of the time, will be matched by zero carbon energy purchases by 2030. Although site visits are not routinely necessary we schedule based on geographic proximity for our mobile workforce. This ensures the engineers travel the shortest possible distance between locations and therefore reduce our carbon footprint. Where possible we use LPG dual-fuel vans that emit 10-15% less carbon dioxide than their petrol equivalents and 80% less nitrous oxide emissions than diesel, and zero particulate emissions. The day-to-day use of the solution requires no specific location encouraging homeworking and in turn reducing travel and carbon.

Covid-19 recovery

Our solution is managed and maintained remotely. There is no travel to site required meaning zero in-person contact. The day-to-day use of the solution requires no specific single geographical location for teams

Tackling economic inequality

We actively recruit new members of the team and supply chain as locally as possible to the contract. We believe this strengthens the local economy and reduces environmental impacts, such as travel to work. Wherever possible we aim to boost social value by providing sustainable local jobs for local people and companies.

Wellbeing

Our operating policies that enable us to be more inclusive and sustainable in relation to Mental Health and Wellbeing; We offer Flexible, Hybrid and Home Working and our product set supports this in our clients. We proactively engage with community partners, groups and individuals including helping local community groups with mentoring programmes using our employee volunteer days. Supporting charities is an integral part of our business. The charities are chosen that are close to our heart so everyone feels passionate about supporting the organisation. This year our employees chose Alzheimer’s Research UK as our charity. We have held various events to collect donations to contribute to the funding of ground-breaking research to vital projects to beat dementia. These events include cake sales, dress-down days, volunteering on fundraising days and campaigns.

Pricing

Price
£55,000 to £85,000 a licence a year
Discount for educational organisations
Yes
Free trial available
Yes
Description of free trial
We set up a demo version of the the solution to allow users to experience the look and feel and basic functionality. The demo is a vanilla and does not include any client specific set up.

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