This is Focus Ltd

Websites and Digital Tools for SENDIASS

Accessible and engaging websites for SENDIASS teams, along with online booking systems for training courses, customer call-backs and an ISO27001-compliant live chat service. Publish unlimited information and advice for parents and carers, and highlight the arms-length standing of your SENDIASS team.

Features

• Publish unlimited pages of information and advice in multiple languages.
• Create and publish unlimited digital surveys.
• Promote local and national events and activities.
• Publish news articles and invite comments, responses.
• Online forms for enquiries and feedback.
• Meets WCAG and government legislation for digital accessibility.
• Online bookings for training sessions and customer call-backs.
• Customisable areas for specific audiences including Young People's Zone
• Update content on 24/7 basis through administration system.
• Customisable design, responsive for display across all devices.

Benefits

• Responsive website accessible across all devices.
• Help inform community of parents, families and carers.
• Promote awareness of support groups and encourage service take-up.
• Meets and exceeds government legislation on digital accessibility.
• Support self-serve of information, advice and guidance.
• Support co-production with local families and forums.
• Analytics and reporting on project performance.
• Easily manage bookings for training and call-backs.
• Engage with families with first languages other than English.
• Advanced searches helping users find the information they need.

£16,150 to £26,400 a licence a year

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 simon.newing@thisisfocus.co.uk. Tell them what format you need. It will help if you say what assistive technology you use.

Framework

G-Cloud 13

Service ID

626703181120363

Contact

Simon Newing
01179498008
simon.newing@thisisfocus.co.uk

Service scope

• Software add-on or extension: No
• Cloud deployment model: Public cloud
• Service constraints: Website and administration system requires an internet browser.
• System requirements:
  • Website requires IE11+ and latest versions of other browsers
  • Latest internet browser to access administration system

User support

• Email or online ticketing support: Email or online ticketing
• Support response times: Support requests are acknowledged same day during business hours. Support is not offered at weekends.
• 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: Technical support is accessed through our account management team during business hours via email or telephone. We do not employ tiered levels of support - all contracts receive the same level of technical support and support is included as part of contract costs.; Urgent queries that are preventing systems from operating as normal or resulting in unexpected downtime, are treated as priority and are responded to immediately. Other support queries are acknowledged within two business days, often sooner.; A service level agreement is included as part of any commission. ; We offer an optional additional service of monthly development hours that can be spent on small items of work and amends that cannot be completed within the administration system, without the need for individual quotes.
• Support available to third parties: No

Onboarding and offboarding

• Getting started: Each customer will be introduced to our dedicated project manager who will lead the team through setup and implementation, and start by creating a comprehensive project plan including roles, responsibilities and milestone dates. ; A kick-off meeting will be arranged with key stakeholders and co-production and participation sessions booked in. These sessions are held remotely with our client services and design teams.; Administration system training is held remotely and early in the project so that admins can start publishing content.; Further assistance is provided through a library of screencasts within the administration system: short videos that walk administrators through regular tasks.
• Service documentation: Yes
• Documentation formats:
  • HTML
  • PDF
  • Other
• Other documentation formats: Video
• End-of-contract data extraction: All data can be downloaded from the administration system as CSV files. A MySQL data dump can also be provided on request. Any data that requires removal will be destroyed following our ISO27001 operational procedure.
• End-of-contract process: A closure date will be agreed and access to the administration system will be removed from that point. The website will be removed from servers and domains transferred / removed as instructed. No further content updates will be possible. If handing over to another service there may be charges for additional technical support.

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: Screens and layouts are device-optimised.
• Service interface: Yes
• User support accessibility: WCAG 2.1 AA or EN 301 549
• Description of service interface: Authorised administrators can use the service interface to complete various management tasks including full content updates for the website. Admins can use the service interface to publish new information and pages including news / blog articles, promote events, manage admin user access, view and process user enquiries and view and download basic reports on website usage. Data can be downloaded as CSV files for local examination.
• Accessibility standards: WCAG 2.1 A
• Accessibility testing: Checking of the service interface code has been performed against front-end validator services, tests have also been completed to ensure the service interface is operable without a mouse and can be navigated efficiently using a keyboard / tab-based navigation.
• API: No
• Customisation available: Yes
• Description of customisation: The name, branding, design and 'look and feel' of the website is customisable on a per-project basis and is important to reflect the independent nature of the SENDIASS service.; ; All content within the website is entirely customisable including sections and pages of information and advice, events and activities, services and organisations, opportunities, contact details of SENDIASS teams and other relevant departments, digital surveys and other articles and resources. ; ; The languages used to display content within the website and app is customisable, from a list of over one hundred supported languages.; ; Customisation is discussed during project initiation meetings.

Scaling

• Independence of resources: Websites and the administration system are hosted within a cloud-based infrastructure that can be scaled at any time to cope with demand and all instances, including databases, are segregated appropriately.

Analytics

• Service usage metrics: Yes
• Metrics types: Real-time reports are available as part of the administration system and our account management team provide quarterly and annual summary reports. All reports cover the key essential website usage statistics in aggregate form and we also set individual project KPIs that are monitored pro-actively. Any specific reporting requirements can be discussed and catered for.
• Reporting types:
  • 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 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: Managed by a third party
• Penetration testing frequency: At least once a year
• Penetration testing approach: In-house
• Protecting data at rest:
  • Physical access control, complying with SSAE-16 / ISAE 3402
  • Physical access control, complying with another standard
• Data sanitisation process: Yes
• Data sanitisation type: Deleted data can’t be directly accessed
• Equipment disposal approach: A third-party destruction service

Data importing and exporting

• Data export approach: Admins are able to export all data from the administration system, downloadable as CSV files.
• Data export formats: CSV
• Data import formats: Other
• Other data import formats:
  • PDF
  • JPG
  • PNG

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: We offer 99.5% availability for both front-end websites and administration systems. Service credits are offered should this uptime not be achieved.
• Approach to resilience: The datacentre provides resilience through physical safeguards such as camera surveillance, biometric scanning, personnel screening and background checks and confidentiality agreements. Dual power paths run into the datacentre providing an uninterruptible power supply with additional contingency provided through onsite generators. Websites and administration systems are hosted within a cloud-based server infrastructure where resources can be easily scaled, or moved and restored across multiple cloud-based locations, even in the event of total site failure. Bandwidth is scalable and the server operates a load-balancer which provides secondary level of service should the primary server fail. We operate back-ups of all data on a nighty basis from three different locations, retaining data up to twelve months. Business continuity and disaster recovery form key parts of our ISO9001 operational procedures.
• Outage reporting: Outages are reported by our account management team via email and phone and customers are communicated with throughout any outage, through to resolution.

Identity and authentication

• User authentication needed: Yes
• User authentication:
  • 2-factor authentication
  • Username or password
• Access restrictions in management interfaces and support channels: Access to website accounts and the web-based administration system is restricted and authenticated via username and password. Both use TLS v1.2 to encrypt data in transit between server and browser.
• Access restriction testing frequency: At least every 6 months
• Management access authentication:
  • 2-factor authentication
  • 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

Standards and certifications

• ISO/IEC 27001 certification: Yes
• Who accredited the ISO/IEC 27001: Alcumus
• ISO/IEC 27001 accreditation date: 8/6/2022
• What the ISO/IEC 27001 doesn’t cover: All technical, security and operational aspects of this service are covered by ISO27001
• ISO 28000:2007 certification: No
• CSA STAR certification: No
• PCI certification: No
• Cyber essentials: Yes
• Cyber essentials plus: No
• 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 Essentials
• Information security policies and processes: We operate an ISO27001 certified information security management policy that applies to all technical security and operational aspects of our business. Day-to-day responsibility for the implementation of this policy lies with our Technical Director, supported by senior members of the technical team. This policy covers secure development practice, access control, data protection, business continuity and disaster recovery, staff awareness and training, password policy, remote working, use of company equipment, sub-contractors, software installation, use of personal devices, physical security, IT and security, acceptable use and information classification. Policies are reviewed annually by the senior management team who also ensure team members are aware of amendments and new content and their responsibilities to work within the scope of each policy, and this is externally audited annually as part of ISO9001 management review.

Operational security

• Configuration and change management standard: Supplier-defined controls
• Configuration and change management approach: We follow secure development practice as part of ISO27001 operational procedures. Development work is version controlled using Github, peer reviewed by senior members of the technical team prior to deployment and subject to automated testing which prevents faulty code from entering the live environment. New versions of software and systems are subject to static code analysis.
• Vulnerability management type: Supplier-defined controls
• Vulnerability management approach: Vulnerability management forms an important part of our ISO27001 operational procedures. We undertake regular penetration testing using an OWASP compatible tool and we would be happy to discuss additional third party testing. We also undertake further server security tests on a quarterly basis. Any critical vulnerabilities identified are applied same day in line with vendor recommendations, others of lower priority are scheduled in with other operational tasks.
• Protective monitoring type: Supplier-defined controls
• Protective monitoring approach: Protective monitoring forms an important part of our ISO27001 operational procedures. Servers run with only necessary services available and all security patches installed and updated in line with vendor instructions. Servers are further protected via software firewalls and third party protection services to mitigate against possible threats. Our own server monitoring service provides additional regular checks such as server load, and reports unexpected activity to the technical team via email and SMS, who investigate immediately.
• Incident management type: Supplier-defined controls
• Incident management approach: Formal incident management forms an important part of our ISO27001 operational procedures. Any incidents or suspected incidents should be raised with our account management team, via email or telephone, where they will then be reviewed by our technical team. Our account management team will ensure communication throughout through to resolution and major incidents will be escalated to our Technical Director.

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: No

Social Value

• Covid-19 recovery:

  Covid-19 recovery

  SENDIASS teams are able to publish information, advice and guidance using websites and digital tools which is especially important to members of the community who have been shielding, or continue to shield. Drop in sessions and meetings have not been able to take place throughout the pandemic and largely replaced by reliance on digital means to communicate and inform.
• Wellbeing:

  Wellbeing

  SENDIASS teams are able to promote events, activities and services through digital means and raise awareness of these within the community, resulting in increase in uptake and user feedback. Supporting users co-production of services.

Pricing

• Price: £16,150 to £26,400 a licence a year
• 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 simon.newing@thisisfocus.co.uk. Tell them what format you need. It will help if you say what assistive technology you use.