HSO ENTERPRISE SOLUTIONS LIMITED

HSO gov360 Member Enquiry Module

HSO’s gov360 accelerator supports UK councils with an integrated Microsoft Dynamics 365 platform that standardises common processes while allowing local flexibility. It helps councils deliver better services on public‑sector budgets. gov360 includes a dedicated Member enquiry management module to log, track, and respond to councillor enquiries quickly, consistently, and transparently.

Features

• Member enquiry case management
• Configuration driven setup
• Built on Microsoft Dynamics 365 Customer Service
• Question driven risk calculations
• Configurable SLAs per process
• Defined security roles per process and persona
• Track outstanding questions and upcoming deadlines
• Auto populated Email and Word templates
• Secure SharePoint file storage per record
• Automate Case creation from incoming emails

Benefits

• Manage all cases within a single SaaS system
• Delivered by Microsoft Inner Circle Partner with ISO 27001 accreditation
• Track timeline of activities and emails against each record
• Audit record changes, including sent emails
• Customer self-service portal available
• Integration with Office, Teams, Power BI, AI Copilot

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 UK-GCloud@hso.com. Tell them what format you need. It will help if you say what assistive technology you use.

Framework

G-Cloud 15

Service ID

631605083324435

Contact

Michael Lonnon
07849087668
UK-GCloud@hso.com

About your service

• Service categories:

  Application Development and Deployment

  Application platforms

  Deployment centric application platforms

  • Cloud Deployment-Centric Application Platforms
• Multi cloud support: No

Service scope

• Software add-on or extension: No
• Cloud deployment model: Public cloud
• Service constraints: None.
• System requirements:
  • Users typically need an Internet connection (some apps work offline).
  • Access to an HTML5 Compliant Web Browser - supports BYOD.

User support

• Email or online ticketing support: Yes, at extra cost
• Support response times: HSO Support's Response times are dependent on severity of the case, starting from 15 minutes
• User can manage status and priority of support tickets: Yes
• Online ticketing support accessibility: WCAG 2.2 AA
• Phone support: Yes
• Phone support availability: 24 hours, 7 days a week
• Web chat support: No
• Onsite support: Yes, at extra cost
• Support levels: HSO Managed Services offers more than basic support. We offer a strategic partnership focused on flexibility, scalability, and proactive alignment with your business needs.; ; Our modular approach allows you to select exactly what you require now and adapt as your organisation evolves, providing solutions for 24*7 Support, One Version Management, Testing as a Service, real-time Monitoring, Platform Support and more.; ; With a UK-based expert Customer Industry aligned team, supported by a global network, we blend technical expertise with a strong understanding of business. Our consultants know when to discuss systems and when to prioritise your goals and future plans.
• Support available to third parties: Yes

Onboarding and offboarding

• Getting started: A key part of any part of any new project is a strong foundation to build on, and as such, HSO's first project phase, regardless of size is a Foundation and Initiation phase. It is during this phase key activities such as those below occur: 1. An Enterprise Architecture engagement is performed (to confirm scope, solution, phases, costs, etc.). 2. Familiarisation training of the Project team (functional,, technical and / or methodology). 3. Microsoft and HSO best practice material / documentation is shared and 'homework' set re: key activities / decisions / further familiarisation. 4. Joint Project Planning. 5. Project kick-off to build a single team.
• Service documentation: Yes
• Documentation formats:
  • HTML
  • ODF
  • PDF
• End-of-contract data extraction: Your data will typically be held in an SQL database that can be accessed by various tools from simple Excel (either using an ODATA connection, or inbuilt Export to Excel functionality), to reporting packages such as Microsoft Power BI and / or via use of one or more of the inbuilt Data Export tools, such as the Dynamics 365's Data Management Framework or Dataverse. In addition, you may already have a separate Data Warehouse or Data Lake that you are using. Please note that your data will be kept by Microsoft until 3 months after your last user licence has been cancelled, to allow you sufficient time to decide what is needed and how the necessary data will be transferred
• End-of-contract process: HSO will agree end of contract scenarios in advance with the Buyer and either tailor to client requirements or provide a standard, predefined solution, based on ITIL v3 processes and guidelines. Additional costs are determined on a case by case basis, dependent on size and complexity; of activities.
• Documentation accessibility standard: WCAG 2.2 AA

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: There is similarity of functionality between mobile, tablet and desktop, each tailored to provide a simplified and responsive user interface.
• Service interface: Yes
• User support accessibility: WCAG 2.2 AA
• Description of service interface: Typically, Microsoft Dynamics 365 and its associated wider cloud-based technology stack, are accessed via a simple HTML5 compliant internet browser. This can be on a laptop, desktop or other mobile device such as a tablet or mobile phone. Microsoft Dynamics is partially compliant with the Web Content Accessibility Guidelines version 2.1 AA standard (WCAG, 2.1) Any exceptions to that compliance can be found in Microsoft’s conformance statement in Please see the following Microsoft link for further Accessibility information: https://docs.microsoft.com/en-us/compliance/regulatory/offering-WCAG-2-1
• Accessibility standards: WCAG 2.2 AA
• Accessibility testing: As a reseller of Microsoft products and not the author, HSO have not explicitly carried out any user accessibility tests. However, Microsoft take accessibility very seriously and have carried out tests. Further information from Microsoft re: accessibility of Dynamics 365 and other associated Microsoft products can be found here: https://docs.microsoft.com/en-us/compliance/regulatory/offering-WCAG-2-1
• API: Yes
• What users can and can't do using the API: The API for Dynamics 365 is comprehensive, however, all API services are typically agreed separately with customers in line with their requirements. Dynamics 365 unifies the capabilities of CRM business software and ERP systems by providing intelligent applications that seamlessly work together in the cloud. Please see this link for more information regarding Dynamics 365 REST API's:: https://docs.microsoft.com/en-us/rest/dynamics365/
• API documentation: Yes
• API documentation formats:
  • Open API (also known as Swagger)
  • HTML
  • ODF
  • PDF
• API sandbox or test environment: Yes
• Customisation available: Yes
• Description of customisation: There are many ways the service can be customised to meet customer requirements. All customisations are agreed with the customer and implemented following the best practice methodology.

Scaling

• Independence of resources: The service leverages the Microsoft Cloud Service. This is designed to meet the needs of operating a service at scale. Other key components include: robust security, scalability, performance, tenant isolation, serviceability, and monitoring.

Analytics

• Service usage metrics: Yes
• Metrics types: There are many metrics available as standard. Service and reporting metrics are agreed with customers on a contract by contract basis.
• Reporting types:
  • API access
  • Real-time dashboards
  • Regular reports
  • Reports on request
• Resource tagging: Yes
• FOCUS resource tagging: Yes

Resellers

• Supplier type: Reseller providing extra features and support
• Organisation whose services are being resold: Microsoft

Staff security

• Staff security clearance: Other security clearance
• Government security clearance: 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: Yes
• Datacentre security standards: Complies with a recognised standard (for example CSA CCM version 4.0)
• Penetration testing frequency: At least every 6 months
• Penetration testing approach: Another external penetration testing organisation
• Protecting data at rest:
  • Physical access control, complying with CSA CCM v4.0
  • Physical access control, complying with SSAE-18 / ISAE 3402
  • Physical access control, complying with another standard
  • Encryption of all physical media
  • Scale, obfuscating techniques, or data storage sharding
• Data sanitisation process: Yes
• Equipment disposal approach: Complying with a recognised standard, for example CSA CCM v4.0, CAS (Sanitisation) or ISO/IEC 27001
• Data sanitisation type:
  • Deleted data can’t be directly accessed / Cryptographic Erasure
  • Explicit overwriting of storage before reallocation / Secure Erase

Data importing and exporting

• Data export approach: Subject to security controls, data can be exported using various methods including inbuilt data export tools and various third-party solutions.
• Data export formats:
  • CSV
  • ODF
  • Other
• Other data export formats: Microsoft Excel
• Data import formats:
  • CSV
  • ODF
  • Other
• Other data import formats:
  • Microsoft Excel
  • XML
  • TXT (Text file format)

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: Microsoft guarantees High Availability - 99.9%.
• Approach to resilience: The Microsoft datacentres adhere to the Microsoft Business Continuity and Disaster Recovery (BCDR) standard. Detailed information is available upon request.
• Outage reporting: Outage reporting methods include, but are not limited to, Public Dashboards, APIs, Mobile App Push notifications and Email Alerts.

Identity and authentication

• User authentication needed: Yes
• User authentication:
  • Identity federation with existing provider (for example Google Apps)
  • Username or password
• Access restrictions in management interfaces and support channels: Internal access control policies, user licencing and service based security roles are used to limit access to only authenticated users.
• Access restriction testing frequency: At least every 6 months
• Management access authentication:
  • Multi-Factor Authentication (MFA)
  • 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

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 Plus.; ; Note: HSO have answered this section from an HSO (reseller and implementer) only perspective. Microsoft also holds both these certifications plus many more.
• Information security policies and processes: HSO work to Industry and Microsoft Security standards, with the Microsoft Cloud Services complying to ISO/IEC 27001 and CSA CCM v3.0.
• Software Security Code of Practice: Yes

Operational security

• Configuration and change management standard: Supplier-defined controls
• Configuration and change management approach: HSO has a dedicated Information Security Manager (ISM) and Information Security Management System.; ; Configuration and Change Management processes at HSO include, but are not limited to:; 1. Published processes, and education / training- new starter induction and ongoing refresher training.; 2. Use of system tools to capture request, obtain approval and record outcome / actions, e.g. DevOps registers.; 3. Steering committee review and approval needed for changes.; 4. Regular review and audit of our configuration and change management processes during our ISO 27001 (Information Security) and Cyber Essentials Plus audit and ongoing certification renewal.
• Vulnerability management type: Supplier-defined controls
• Vulnerability management approach: HSO has a dedicated Information Security Manager (ISM) who is responsible for out Information Security Management System and all underlying Policies within HSO UK.; ; Vulnerability Management processes at HSO include, but are not limited to:; 1. Published processes and education / training - new starter induction and ongoing refresher training.; 2. Regular internal vulnerability tests, e.g. through use of dummy phishing emails looking to capture user details.; 3. Regular vulnerability tests by external Security specialists.; 4. Regular review and audit of our vulnerability processes during our ISO 27001 (Information Security) and Cyber Essentials Plus audit and ongoing certification renewal.
• Protective monitoring type: Supplier-defined controls
• Protective monitoring approach: As above, HSO has a dedicated Information Security Manager and Information Security Management System.; ; Protective Monitoring processes at HSO include:; 1. Published processes and training - new starter induction and ongoing refresher training.; 2. Use of Microsoft Entra ID's security, logging and audit-related capabilities, e.g. Multi-factor authentication and access log reviews.; 3. System alerts to notify IT of unusual behaviour. Potential issues also reported through HSO's internal IT department using dedicated Security Incident Case types.; 4. Regular review and audit of our protective monitoring processes during our ISO 27001 (Information Security) and Cyber Essentials Plus audit and ongoing certification renewal.
• Incident management type: Supplier-defined controls
• Incident management approach: As above, HSO has a dedicated Information Security Manager (ISM) and Information Security Management System.; ; Protective monitoring processes at HSO include:; 1. Published processes and training - new starter induction and ongoing refresher training.; 2. Such incidents are investigated immediately, assessed and reported to the appropriate internal, and if necessary, external parties.; 3. Once resolved, a Lessons Learnt review is performed to prevent recurrence. We also perform internal Risk Mitigation reviews regularly to constantly improve.; 4. Regular review and audit of our incident management processes during our ISO 27001 (Information Security) and Cyber Essentials Plus audit and ongoing certification renewal.
• Post-quantum cryptography secure: No

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: Yes
• Connected networks: Other
• Other public sector networks:
  • No Out of the box connectors for above PS networks.
  • However, inbuilt integration tools enable access to any existing application.

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: 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: Yes
• Who accredited the ISO/IEC 27001: Amtivo Group Limited T/A British Assessment Bureau.
• ISO/IEC 27001 accreditation date: Monday 23 April 2018
• What the ISO/IEC 27001 doesn’t cover: Anything not listed here: Implementing, integrating, optimising and maintaining ERP and CRM solutions based on Microsoft Dynamics AX, Microsoft CRM and Office 365. Working with global customers.
• 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: 7088c42a-609e-4015-bf7f-c0c84970379b
• Cyber essentials plus: Yes
• Please provide your Cyber Essentials Plus Certificate Number: 3d01b9f4-d9e6-4b11-900d-b8951424ef4f
• 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

    • Ensuring new workers are informed of their right to join a trade union
    • 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
    • Monitoring and reporting of gender and ethnicity pay gaps and plans to address them where necessary
    • 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 educational attainment relevant to the contract, including training schemes that address skills gaps and result in recognised qualifications
    • Volunteering opportunities for staff
    • Understanding of the modern slavery risks and issues affecting the market, industry, sector or country (of origin or of source) relevant to the contract, and the workforce in the supplier’s own organisation and those of its key subcontractors
    • Measures to identify, mitigate and manage modern slavery risks relating to the contract and how these will be implemented
    • Outline policies and practices to be applied to or put in place for the contract to mitigate and manage modern slavery risks, including: Pre-employment checks, recruitment practices. Workplace conditions, safeguarding plans and processes in place and regular monitoring with relevant groups considered, which may include sampling
    • How to ensure business decisions re: price/cost, short lead times, payment timescales do not create modern slavery risks in the supply chain

  • 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 2: Skills for growth: Supporting growth sectors and addressing skills gaps.

    • Understanding of employment and relevant skills issues, and of the education and training issues relating to the contract. Illustrative examples: demographics, skills shortages, new opportunities in high growth sectors, geographic/local community and skills/employment challenges
    • Support for educational attainment relevant to the contract, including training schemes that address skills gaps and result in recognised qualifications
    • Activities to support relevant sector related skills growth and sustainability in the contract workforce. Illustrative examples: careers talks, curriculum support, literacy support, safety talks and volunteering

  • 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
    • Structuring of the supply chain selection process to ensure fairness (e.g. anti-corruption) and encourages participation by a diverse range of businesses, including with regard to new businesses, entrepreneurs, start-ups, SMEs, VCSEs and mutual
    • Measures for making facilities used in the delivery of the contract available for community groups, education or training
    • Measures to engage users and communities and build relationships to increase community integration build trust and influence how the contract is delivered
    • Plans to respond flexibly and adapt approaches to community engagement and initiatives
    • Support for community-led initiatives relevant to the contract. Illustrative examples: improving transport links; reducing loneliness; helping with English language proficiency; and facilitating social mixing among people with different backgrounds
    • Collaborating with anchor institutions and community groups to make facilities available for education, training or community events

  • Mission: Make Britain a clean energy superpower: To cut bills, create jobs and deliver security with cheaper, zero-carbon electricity by 2030, accelerating to net zero

    Policy Outcome 4: Sustainable procurement practices: Reducing carbon footprints, minimising waste, and promoting the use of clean energy and green technologies.

    • Understanding of opportunities for additional environmental benefits delivery in the performance of the contract, including working towards net zero carbon emissions and use of clean energy and green technologies
    • Understanding of how to influence staff, suppliers, customers, communities and/or any other appropriate stakeholders through the delivery of the contract to support climate and nature protection and improvement

  • 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

    • Understanding of employment and skills issues, and of the skills and employment shortages of high growth sectors relating to the contract
    • Understanding of the issues affecting the representation of disabled people in the workforce in the market, industry or sector relevant to the contract, and in the supplier’s own organisation and those of its key sub-contractors
    • Inclusive and accessible recruitment practices, and retention-focused activities, including those provided in the Guide for line managers on recruiting, managing and developing people with a disability or health condition
    • Introducing transparency to pay and reward processes
    • Inclusive and accessible development practices, including guidance for line managers on recruiting, managing and developing people with a disability or health condition

  • 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 the issues affecting the development of new skills by target cohort
    • Understanding of issues relating to entering the contract workforce

  • 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
    • Understanding barriers to access to health and social care services or employment opportunities e.g. digital inclusion
    • 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

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 UK-GCloud@hso.com. Tell them what format you need. It will help if you say what assistive technology you use.