Foundations

Foundations Case Manager

Foundations Case Manager is a cloud-based case management service configured specifically for Home Improvement Agencies and Disabled Facilities Grant delivery. It supports end-to-end case workflows, assessments, grants, communications and reporting, using the Case Manager platform provided by IIZUKA and configured, supported and managed by Foundations.

Features

• Secure browser-based system with role-based access controls
• Configurable workflows reflecting local authority policies and procedures
• Centralised case records across people, properties and households
• Integrated document generation, storage and version control
• Task management with alerts supporting statutory timescales
• Custom dashboards and management information reporting
• Secure information sharing with partners and internal teams
• Full audit trail supporting assurance and governance

Benefits

• Support consistent delivery of DFG and HIA statutory duties
• Improve oversight of caseloads, backlogs and performance
• Enable proportionate, auditable decision making
• Reduce reliance on spreadsheets and manual tracking
• Strengthen compliance with local policies and guidance
• Improve coordination between housing, health and social care
• Provide clear evidence for scrutiny, audit and complaints
• Support flexible working while maintaining service control

• Free trial 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 pauls@foundations.uk.com. Tell them what format you need. It will help if you say what assistive technology you use.

Framework

G-Cloud 15

Service ID

630819078158121

Contact

Paul Smith
01457761275
pauls@foundations.uk.com

About your service

• Service categories:

  Applications

  Content workflow and management

  • Document
• Multi cloud support: No

Service scope

• Software add-on or extension: Yes, but can also be used as a standalone service
• What software services is the service an extension to: Foundations Case Manager can integrate with common enterprise services including Microsoft 365 (Outlook, SharePoint), email services, mapping services, and other local authority systems via a public API. The service does not rely on any specific third-party system to operate.
• Cloud deployment model: Public cloud
• Service constraints: Foundations Case Manager is accessed via a modern web browser and requires a reliable internet connection. Planned maintenance and software updates are scheduled in advance and, where possible, carried out outside core business hours. Support is provided during standard UK business hours, with 24/7 coverage for critical incidents. The service is delivered as a managed SaaS platform, so customers do not control underlying infrastructure or hosting arrangements.
• System requirements:
  • Modern web browser supporting current security standards
  • Reliable internet connection
  • User device capable of running a supported browser
  • Secure user authentication credentials
  • Ability to receive email notifications
  • PDF reader for viewing generated documents
  • Spreadsheet software for exported reports
  • Organisational policies supporting secure password management

User support

• Email or online ticketing support: Yes
• Support response times: Email and online ticketing support is provided during UK business hours, Monday to Friday, excluding public holidays. Initial response times depend on issue severity, with critical service-impacting incidents responded to within 30 minutes, including outside business hours. Non-critical queries are typically responded to within one business day. Weekend support is provided for critical incidents only.
• User can manage status and priority of support tickets: Yes
• Online ticketing support accessibility: None or don’t know
• Phone support: Yes
• Phone support availability: 9 to 5 (UK time), Monday to Friday
• Web chat support: No
• Onsite support: No
• Support levels: Foundations Case Manager is provided with a single, inclusive support level as standard. This includes email and online ticketing support during UK business hours, Monday to Friday, excluding public holidays. Support covers system availability, access issues, configuration queries and day-to-day use of the service.; ; Critical, service-impacting incidents are supported on a 24/7 basis, with initial response within 30 minutes. Non-critical queries are typically responded to within one business day.; ; There is no additional cost for standard support, which is included in the service subscription. Where customers request enhanced services such as bespoke configuration changes, data migration or integration work, these are agreed separately and charged at published day rates.; ; Each customer is provided with an account management function. Technical platform support is delivered in partnership with IIZUKA, with escalation to specialist engineers where required. Foundations acts as the primary point of contact and remains accountable for support delivery.
• Support available to third parties: Yes

Onboarding and offboarding

• Getting started: Foundations supports customers to start using Case Manager through a structured, managed onboarding process. As a cloud-based service, no software installation is required. Initial onboarding includes environment setup, user account creation, role and permission configuration, and alignment of workflows, forms and templates to local authority policies and service models.; ; Training is delivered primarily through remote sessions and online demonstrations, tailored to different user roles such as caseworkers, managers and system administrators. Training focuses on day-to-day case management, document generation, task management, reporting and governance.; ; User guidance materials and supporting documentation are provided to support ongoing use and to help embed the system into routine service delivery. Foundations provides additional support during early live use to address queries, refine configuration where appropriate, and ensure teams are confident using the service.; ; Where required, additional services such as data migration, bespoke configuration or extended training can be provided by agreement. Technical platform onboarding and specialist support is delivered in partnership with the underlying software provider, with Foundations acting as the single point of contact and remaining accountable for delivery.
• Service documentation: Yes
• Documentation formats: HTML
• End-of-contract data extraction: When a contract ends, users can extract their data through a managed offboarding process. Foundations works with the customer to agree the scope, format and timing of data extraction in advance of contract termination. Data is provided in commonly used, machine-readable formats suitable for reuse or migration to another system.; ; Extracted data can include case records, related entities, documents and associated metadata held within the service at the end of the contract. Data extraction is carried out securely and in line with agreed information governance and data protection requirements.; ; Following confirmation that data extraction has been completed, access to the service is removed. Customer data is then securely deleted from the live service in accordance with retention schedules and contractual obligations. Foundations remains accountable for the offboarding process and coordinates data extraction and deletion activities with the underlying software provider.
• End-of-contract process: At the end of the contract, Foundations works with the customer to manage an orderly offboarding process. This includes confirmation of contract end dates, agreement of data extraction requirements, and planning for access removal. Data extraction is carried out prior to contract termination in line with agreed formats, security requirements and data protection obligations.; ; Once data extraction has been completed and confirmed, user access to the service is removed. Customer data is then securely deleted from the live service in accordance with contractual terms, retention policies and applicable data protection legislation. Foundations coordinates this process and remains accountable, working with the underlying software provider to carry out the technical activities.; ; The contract price includes standard offboarding activities, including access removal and secure deletion of customer data following contract end. Data extraction, data migration support, bespoke reporting or additional assistance beyond standard offboarding are provided by agreement and may incur additional costs, depending on scope and complexity.
• Documentation accessibility standard: None or don’t know
• How the documentation is accessible: Service documentation for Foundations Case Manager is provided through an online knowledgebase hosted in BoldDesk and accessed via a web browser. Documentation is presented in HTML format and structured using clear headings, simple language and consistent navigation to support ease of use. Content can be accessed using standard browser accessibility features such as zoom, screen magnification and keyboard navigation, and can be used with common browser-based assistive technologies.; ; Onboarding documentation guides users through initial setup, day-to-day use and role-specific activities, while offboarding documentation explains account closure, data export and access removal processes. Where users have specific accessibility requirements, alternative formats or additional support can be provided on request. Documentation is kept under review and updated in line with service changes and user feedback.

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: Foundations Case Manager is delivered through a responsive web interface that supports access on mobile devices using modern browsers. Core functions such as viewing cases, updating records, reviewing tasks and accessing documents are available on mobile. More complex configuration activities, reporting and high-volume data entry are better suited to desktop use due to screen size and usability considerations.
• Service interface: Yes
• User support accessibility: None or don’t know
• Description of service interface: Foundations Case Manager provides a secure, browser-based user interface accessed through modern web browsers. The interface presents role-based dashboards, structured case views, task lists, and document libraries, allowing users to navigate cases, record information, generate documents and track progress. Screens and workflows are configurable to reflect local authority processes, with consistent layouts designed to support clarity, auditability and efficient day-to-day use across housing, health and social care teams.
• Accessibility standards: None or don’t know
• Description of accessibility: Foundations Case Manager is accessed through a browser-based interface that supports standard accessibility features such as keyboard navigation, screen magnification and browser-based assistive technologies. Users can navigate case records, complete forms, update tasks and access documents without requiring a mouse. Text size and zoom can be adjusted using browser controls. The service does not rely on audio-only content. Some complex configuration and reporting tasks are easier to complete on desktop devices due to screen size and layout, and there is no dedicated native mobile application.
• Accessibility testing: Foundations Case Manager is used daily by local authority and third sector staff working in housing, health and social care settings, including users who rely on accessibility features such as screen magnification, keyboard navigation and browser-based assistive technologies. Usability and accessibility considerations are incorporated into ongoing service development through feedback from real users, including occupational therapists, caseworkers and administrators. Issues identified through user feedback are logged and addressed through configuration changes or platform updates in partnership with the underlying software provider. While no formal certification against a specific accessibility standard has been completed, accessibility is considered as part of design, configuration and testing activities, and reasonable adjustments are supported where required.
• API: Yes
• What users can and can't do using the API: Foundations Case Manager provides a secure, documented API that allows authorised users to integrate the service with other systems. Through the API, users can read and write selected data such as case records, contacts, properties, tasks and status updates, and can support activities such as referrals, data exchange and reporting.; ; API access is enabled as part of service setup and is subject to authentication and role-based permissions. Users can make operational changes to data that they are authorised to manage, in line with configured workflows and business rules.; ; The API does not allow users to alter core system configuration, security controls, data models or workflow logic. Structural changes, new integrations or configuration changes are managed by Foundations in partnership with the underlying software provider to ensure data integrity, security and service stability.
• API documentation: Yes
• API documentation formats: HTML
• API sandbox or test environment: Yes
• Customisation available: Yes
• Description of customisation: Foundations Case Manager can be customised through configuration to reflect local authority policies, procedures and service models. Customisable elements include case workflows, forms and data fields, document and letter templates, dashboards, reports, user roles and permissions.; ; Customisation is delivered through agreed configuration activities rather than software development. Changes are implemented by Foundations, working with authorised customer administrators, to ensure consistency, security and data integrity.; ; Day-to-day operational configuration, such as managing users, roles and permissions, can be carried out by nominated customer administrators. More complex workflow or template changes are managed by Foundations in partnership with the underlying software provider. End users cannot alter core system configuration, security controls or the underlying platform.

Scaling

• Independence of resources: Foundations Case Manager is delivered as a multi-tenant SaaS service with logical separation of customer data and controlled resource management. The underlying platform is designed to scale to meet demand, with capacity monitoring and management in place to ensure consistent performance. Usage by one customer does not provide access to, or interfere with, another customer’s data. Service performance is monitored and managed by the underlying software provider, with Foundations overseeing service delivery and escalation to ensure users are not adversely affected by changes in demand.

Analytics

• Service usage metrics: Yes
• Metrics types: Foundations Case Manager provides service usage and management information to support operational oversight and assurance. Metrics include user activity, caseload volumes, case status, workflow progression, task completion, document usage and system access. Management information supports monitoring of performance, backlogs and service demand. Metrics are presented in a form suitable for service management and reporting, rather than infrastructure-level monitoring.
• Reporting types:
  • Real-time dashboards
  • Regular reports
  • Reports on request
• Resource tagging: No
• FOCUS resource tagging: No

Resellers

• Supplier type: Reseller providing extra features and support
• Organisation whose services are being resold: IIZUKA Software Technology Ltd

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: Managed by a third party
• 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
  • 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

Data importing and exporting

• Data export approach: Data export from Foundations Case Manager is provided through a managed process. Users request data export in advance of contract end, and Foundations agrees the scope, format and timing with the customer. Data is extracted securely from the service and provided in commonly used, machine-readable formats suitable for reuse or migration. Exports can include case data, related records, documents and associated metadata held at the point of extraction. Data export is carried out in line with agreed information governance, security and data protection requirements, with Foundations coordinating the process with the underlying software provider.
• 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: Foundations Case Manager is provided with a service availability target of 99.5% measured over a calendar month, excluding planned maintenance. Availability is monitored continuously by the underlying software provider, with Foundations overseeing service delivery and escalation.; ; Planned maintenance is scheduled in advance and, where possible, carried out outside normal UK business hours. Customers are notified ahead of any planned downtime.; ; If service availability falls below the agreed target in a given month, service credits may be applied in accordance with the service level agreement. Any service credits are calculated as a proportion of the monthly service charge and applied to a future invoice. Service credits are the customer’s sole remedy for failure to meet the availability target.; ; Foundations acts as the single point of contact for availability issues and coordinates investigation, communication and resolution with the underlying software provider. Full details of availability targets, exclusions and service credit arrangements are set out in the service agreement provided to customers.
• Approach to resilience: Foundations Case Manager is delivered as a managed, cloud-based SaaS service designed for high availability and resilience. The underlying platform is hosted in secure UK datacentres operated by a third-party cloud provider, with resilient infrastructure, redundant components and continuous monitoring in place.; ; The service is designed to tolerate component failure without loss of service, using redundancy across critical systems such as compute, storage and networking. Data is regularly backed up and protected to support recovery in the event of an incident.; ; Availability and performance are monitored continuously, with automated alerts and escalation procedures to enable prompt investigation and resolution of issues. Planned maintenance is managed in advance and, where possible, scheduled outside normal business hours to minimise disruption.; ; Disaster recovery arrangements are in place to support service restoration within defined recovery objectives. Foundations oversees service resilience and coordinates incident management and communications with the underlying software and hosting providers. Further technical detail on resilience and disaster recovery arrangements can be made available to contracting authorities on request.
• Outage reporting: Foundations Case Manager reports service outages through managed communication channels rather than a public status dashboard. Service availability is monitored continuously by the underlying software provider, with incidents logged and assessed through the support process.; ; Where an outage or service-impacting issue occurs, affected customers are notified by email with details of the issue, its impact and progress towards resolution. Updates are provided as appropriate until the issue is resolved.; ; There is no public-facing outage dashboard or API for service status. Foundations acts as the primary point of contact for outage communications and coordinates incident management, investigation and resolution with the underlying software and hosting providers. Post-incident information can be provided to customers on request as part of service management and assurance activities.

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 to management interfaces and support channels is restricted to authorised users only and controlled through role-based permissions. Administrative access is limited to nominated staff with a defined business need and is protected by authenticated user accounts and, where enabled, multi-factor authentication. Support systems are accessible only to authorised personnel and are used solely for service delivery and issue resolution. User access rights are reviewed periodically and removed promptly when no longer required. All access and relevant actions are logged for audit and assurance purposes.
• 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 have access to real-time 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: No
• Security governance approach: Foundations maintains a security governance framework with board-level oversight and clear accountability for the security of its services. Security responsibilities, policies and risk management are reviewed regularly and embedded into service delivery and supplier management. The underlying Case Manager platform is provided by a specialist software supplier, with security controls, testing and incident management operated in line with recognised good practice. Foundations oversees assurance, escalation and compliance, acting as the single accountable supplier to customers and coordinating security governance across the service, platform and hosting environment.
• Information security policies and processes: Foundations follows documented information security policies and processes designed to protect the confidentiality, integrity and availability of data across its services. These cover areas including access control, data protection, incident management, supplier assurance, business continuity and secure service delivery.; ; Security governance is owned at board level, with day-to-day responsibility delegated to senior staff responsible for service delivery and supplier management. Compliance with security policies is reinforced through role-based access controls, controlled configuration, regular review of user permissions, and oversight of third-party suppliers involved in platform hosting and support.; ; The underlying Case Manager platform is provided by a specialist software supplier operating established security controls, including vulnerability management, penetration testing and incident response. Foundations monitors assurance provided by suppliers, manages escalation, and ensures security requirements are reflected in contractual arrangements.; ; Security incidents or risks are logged, assessed and managed through defined processes, with appropriate communication to customers where required. Policies and processes are reviewed periodically to ensure they remain appropriate to the service and operating environment.
• Software Security Code of Practice: Yes

Operational security

• Configuration and change management standard: Supplier-defined controls
• Configuration and change management approach: Configuration and change management are controlled through defined supplier processes. Service components are tracked through documented inventories and configuration records maintained by the platform provider and overseen by Foundations. Changes are planned, reviewed and approved before deployment, with assessment of potential security and service impacts. Updates are tested prior to release and deployed in a controlled manner, with rollback procedures in place where required. Foundations coordinates communication of material changes to customers and ensures configuration and change controls are applied consistently across the service.
• Vulnerability management type: Supplier-defined controls
• Vulnerability management approach: Vulnerability management is operated through defined supplier processes. Potential threats are identified through regular security monitoring, vulnerability scanning and independent penetration testing. Information on emerging threats is drawn from trusted sources including software suppliers, security advisories and industry best practice. Identified vulnerabilities are assessed for risk and impact, prioritised accordingly, and addressed through controlled patching and configuration changes. Security patches are deployed as soon as practicable based on severity, with critical issues addressed urgently. Foundations oversees assurance, escalation and communication, coordinating remediation activity with the underlying platform and hosting providers.
• Protective monitoring type: Supplier-defined controls
• Protective monitoring approach: Protective monitoring is delivered through defined supplier processes. Service activity is monitored to identify potential compromises, including abnormal system behaviour, access patterns or performance issues. Automated alerts and logs support early detection of incidents. Where a potential compromise is identified, incidents are assessed promptly and escalated through established incident management procedures. Appropriate actions are taken to contain, investigate and remediate issues, with priority given to high-risk or service-impacting incidents. Foundations coordinates response, communication and assurance with the underlying platform and hosting providers, and customers are informed where required.
• Incident management type: Supplier-defined controls
• Incident management approach: Incident management is delivered through defined supplier processes. Pre-defined procedures are in place for common incident types, including service disruption and security events. Users report incidents through the support service, using email or the online ticketing system. Incidents are logged, assessed and prioritised, with appropriate escalation and coordination with the underlying platform and hosting providers. Updates are provided to users during incident resolution, and incident reports or post-incident summaries are made available to customers on request where appropriate.
• Post-quantum cryptography secure: No

Secure development

• Approach to secure software development best practice: Supplier-defined process

Public sector networks

• Connection to public sector networks: No

Pricing

• Discount for educational organisations: No
• Free trial available: Yes
• Description of free trial: A one-month familiarisation period is available. This provides access to the standard service in an out-of-the-box configuration to allow users to explore functionality. Configuration, data migration, training and ongoing support beyond basic assistance are not included during the free period.

Discount percentage by annual call-off contract value (excluding VAT)

• Less than £250,000: 0%
• Between £250,000 and £500,000: 0%
• Between £500,001 and £1,000,000: 0%
• Between £1,000,001 and £2,500,000: 0%
• Between £2,500,001 and £5,000,000: 0%
• Over £5,000,001: 0%

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: C68fa435-fc90-4402-91a6-838ff84c547d
• Cyber essentials plus: No
• Cyber Essentials Alternative: None of the criteria
• 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
    • 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
    • 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
    • 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

  • 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
    • Activities that demonstrate a collaborative way to work with a diverse range of businesses as part of the supply chain

  • 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
    • Inclusive and accessible recruitment practices, development practices and retention policies that support-focused activities including those provided in the Guide for line managers on recruiting, managing and developing which support people with a disability or health condition
    • Actions to invest in the physical and mental health and wellbeing of 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 pauls@foundations.uk.com. Tell them what format you need. It will help if you say what assistive technology you use.