Placecube Ltd

eCasework

Case management and CRM software for elected representatives. Record and complete casework, engage with local residents and authority officers, organise events and deadlines, and gain local insight with our all-in-one solution. eCasework is the all-in-one solution for councillors, MLAs, AMs, MPs, MSPs and unions

Features

• Case management: streamline casework and prioritise workload
• Complaint tracking to manage the process with constituents and council
• Collaborative working: reassign cases between members
• Secure email service
• File storage: keep case records secure and at your fingertips
• Address book
• Reporting and analytics.
• Local data dashboard
• Calendar to manage your appointments through a single view

Benefits

• Manage casework on-demand: from anywhere at any time
• Solve cases in a timely manner with notifications and deadlines
• Identify prevalent local issues from your casework
• Record correspondence with residents, businesses and authority departments automatically
• See when events and casework clashes with your personal calendar
• Store important letters, photos, documents and other case-related files
• Save money with our affordable pricing plans
• Collaborate with other elected representatives on cases
• Keep your account secure with two-factor authentication

£100.00 a licence a year

• Free trial available

Service documents

• Pricing document

  PDF

• Skills Framework for the Information Age rate card

  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 jenny.dias@placecube.com. Tell them what format you need. It will help if you say what assistive technology you use.

Framework

G-Cloud 14

Service ID

632774218279192

Contact

Jenny Dias
020 8895 6756
jenny.dias@placecube.com

Service scope

• Software add-on or extension: No
• Cloud deployment model: Public cloud
• Service constraints: Scheduled maintenance takes place outside of the standard service hours of Monday-Friday 09.00-17:30. Planned maintenance downtime is always advertised in advance, and outside of these windows the service is normally available for use 24x7.
• System requirements:
  • Internet or mobile data connection
  • JavaScript enabled

User support

• Email or online ticketing support: Email or online ticketing
• Support response times: Full email helpdesk facilities are available Monday to Friday 09.00-17.30 (excluding bank holidays). Most emails to our support helpdesk are answered on the same working day and many are answered within 2 hours.
• 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: Web chat
• Web chat support availability: 9 to 5 (UK time), Monday to Friday
• Web chat support accessibility standard: WCAG 2.1 AA or EN 301 549
• Web chat accessibility testing: Third Party
• Onsite support: Yes, at extra cost
• Support levels: Standard support is provided as part of the annual subscription through a UK-based helpdesk.; Services are provided Monday to Friday 09.00-17:30
• Support available to third parties: Yes

Onboarding and offboarding

• Getting started: On registration you'll be sent a Getting Started guide and invited to join your account manager for online training. You can follow our in-app walkthrough and self-service support videos and documentation too. Onsite training is available at additional cost.
• Service documentation: Yes
• Documentation formats:
  • HTML
  • PDF
  • Other
• Other documentation formats: Video
• End-of-contract data extraction: Users can request to extract their data, which will be supplied in a secure format.
• End-of-contract process: Users can cancel their subscription by removing their card details or notifying their account manager.

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: No difference
• Service interface: Yes
• User support accessibility: WCAG 2.1 AA or EN 301 549
• Description of service interface: Accessible via easy-to-use interface available over the internet through web browser.
• Accessibility standards: WCAG 2.1 AA or EN 301 549
• Accessibility testing: Third party testing, customer testing, internal testing.
• API: No
• Customisation available: No

Scaling

• Independence of resources: The service is proactively monitored and auto-scaled.

Analytics

• Service usage metrics: Yes
• Metrics types: Metrics types; Number of overdue, due soon and due later cases. Proportion of cases by subject: last 30 days or all-time. We can add more metrics based on user requests.
• Reporting types:
  • Real-time dashboards
  • Reports on request

Resellers

• Supplier type: Not a reseller

Staff security

• Staff security clearance: Conforms to BS7858:2019
• 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: Supplier-defined controls
• Penetration testing frequency: At least once a year
• Penetration testing approach: ‘IT Health Check’ performed by a CHECK service provider
• Protecting data at rest: Other
• Other data at rest protection approach: All data encrypted at rest using AES-256.
• Data sanitisation process: Yes
• Data sanitisation type:
  • Explicit overwriting of storage before reallocation
  • Deleted data can’t be directly accessed
• Equipment disposal approach: In-house destruction process

Data importing and exporting

• Data export approach: By request to account manager
• 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: We aim to provide at least a 99.9% uptime service availability level. The service is fully resilient, with no single points of failure throughout the technology stack. The service comes with a 4-hour recovery time objective (RTO) and a 1-hour recovery point objective (RPO). This means that in the event of a major loss of infrastructure, the service would be available again within 4 hours, with a data loss of no more than 1 hour.; Availability excludes agreed scheduled maintenance events, customer-caused or third party-caused outages or disruptions, or outages or disruptions attributable in whole or in part to force majeure events. Any service-impacting planned maintenance work is always performed outside of UK business hours, with adequate notification to our clients.; Incremental database backups are taken continuously throughout the day, configured with a 35-day retention period, with support for point-in-time restore within that period. The file storage solution is backed up daily and offers support for point-in-time restore. Backups are stored across multiple data centres and are fully encrypted.
• Approach to resilience: Redundancy across all application tiers, spread across multiple physical data centres.
• Outage reporting: Incidents such as an unexpected break in service are reported on directly to clients via email. Any member may report a problem with the service for investigation via our helpdesk, which operates Monday to Friday 09.00-17.30.

Identity and authentication

• User authentication needed: Yes
• User authentication:
  • Identity federation with existing provider (for example Google Apps)
  • Username or password
  • Other
• Other user authentication: Users login with a username and password or sign in via federated authentication method, such as Google, Linkedin, or any OpenId Connect provider.
• Access restrictions in management interfaces and support channels: The security requirements of each business application are determined by a risk assessment.; The access rights consider:; Classification levels of information processed within application ensuring consistency between the classification levels and access control.; Data protection, privacy legislation and client contractual commitments regarding access to data or services; The “need to know” principle (i.e., access is granted at the minimum level necessary for the role); Everything is forbidden unless expressly permitted,; Users privileges needed to perform their roles, subject to it being on a need-to-use and event-by-event basis.; User access requests are subject to formal authorisation and to periodic review
• Access restriction testing frequency: At least every 6 months
• Management access authentication:
  • Identity federation with existing provider (for example Google Apps)
  • Username or password
  • Other
• Description of management access authentication: All users have individual access through their email address and their own password, private to them. Authentication is also possible through Open ID Connect.

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: Certified by British Assessment Bureau
• ISO/IEC 27001 accreditation date: First certified 12/10/2010 recertified 26/02/2024
• What the ISO/IEC 27001 doesn’t cover: The scope of the certification covers all areas of security management.
• 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
• Information security policies and processes: We follow ISO 27001 standards, policies and procedures encompassing all the Controls in the standard. We are audited by third party organisations, against the standard, annually.; Roles and Responsibilities have been defined and have the full backing of Management. The Chief Security Officer, and the Information Security Officers are responsible for and have the authority to implement the overall direction of all security functions within the organisation, both physical and digital. ; All Staff and associates are contractually bound to adhere to the Company's ISMS

Operational security

• Configuration and change management standard: Supplier-defined controls
• Configuration and change management approach: Change Control Policy and Procedure – Specifies the scope and process for change control of our organisation’s information processing facilities for hardware, software and devices.
• Vulnerability management type: Supplier-defined controls
• Vulnerability management approach: Amazon GuardDuty continuously monitors our hosted services for malicious activity which sends alerts through Slack to allow us to detect unusual activity within the infrastructure.; Placecube implements BitDefender providing malware and antivirus protection on devices and includes risk analysis providing insight into vulnerabilities on a per device basis. BitDefender also provides web filtering.; Barracuda proactively scans emails for phishing emails, malware, sanctioned content etc, and quarantine emails. ; External services monitored include:; HMRC Employment Law/Security; ECSC Information/Security/Cyber; NCC Group Information/Security/Cyber; NCSC Weekly Threat report; NHS Digital cyber alerts channel Weekly Threat report; PDS National Management Centre Real Time Cyber alerts
• Protective monitoring type: Supplier-defined controls
• Protective monitoring approach: Services are monitored continuously, with alerting to the support team, who assess the potential compromise and undertake corrective action according to the severity threat level.
• Incident management type: Supplier-defined controls
• Incident management approach: Managed through our support desk. The CSO, ISO and Management ensure appropriate action taken in accordance with ISO27001 Incident management policy.; Incident reports are communicated to interested parties via email or through the service desk.

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

• Social Value:

  Social Value

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

  Fighting climate change

  All employees and associates/contractors work from home, eliminating the need to travel to and from work. Travel to attend face to face meetings is undertaken only when necessary and journeys made via public transport, unless impractical to do so.; We use technology and digital tools to conduct our business, reducing the use of paper and printing. Supplies are procured from environmentally friendly sources. To tackle economic inequality, we recycle computer equipment and mobile devices to benefit those most in need.; We encourage employees to adopt environmentally sustainable working practices and to contribute ideas as to how we improve.; We have ceased the use of ‘branded goodies’ at conferences and are exploring more environmentally friendly approaches.

  Covid-19 recovery

  Minimal impact on the business as all our staff work from home

  Tackling economic inequality

  We work collaboratively and ensure that our clients never pay twice for the same development, actively promoting re-use, and repeatable services.; Digital Place is open-source, and non-proprietary, meaning that our customers can choose to resource new digital projects internally, or through local supply chains. Our promotion of local economic opportunities extends beyond the confines of the Authority, for we actively encourage collaboration by making the platform free to use for partner organisations and community groups. The product can be shared at no additional cost - delivering real economic gain for the public purse.; Supporting the development of strong integrated communities, using the Digital Place Platform delivers a meaningful impact on local employment and economy – benefiting the wellbeing of those communities.; To tackle economic inequality, we recycle computer equipment and mobile devices to benefit those most in need.

  Equal opportunity

  Placecube embraces diversity, inclusion, and equality through our people. Our actions, supported by our various policies and processes enable this. We are committed to the Living Wage movement, are Disability Confident, and support the Armed Forces Covenant.; We recognise that the social value of place-based, connected, local public service can transform the lives of the most vulnerable in communities and make best use of the public purse, so that ever tightening resources can be focused on priorities and not duplication.; We contribute to the public sector and the not-for-profit sector through our free-to-use open knowledge exchange platform. Through Knowledge Hub, we contribute to best practice sharing and collaboration, supporting sector-led improvement, knowledge retention and skills development.

  Wellbeing

  Placecube embraces diversity, inclusion, and equality through our people. Our actions, supported by our various policies and processes enable this. We are committed to the Living Wage movement, are Disability Confident, and support the Armed Forces Covenant.; We recognise that the social value of place-based, connected, local public service can transform the lives of the most vulnerable in communities and make best use of the public purse, so that ever tightening resources can be focused on priorities and not duplication.; We contribute to the public sector and the not-for-profit sector through our free-to-use open knowledge exchange platform. Through Knowledge Hub, we contribute to best practice sharing and collaboration, supporting sector-led improvement, knowledge retention and skills development.

Pricing

• Price: £100.00 a licence a year
• Discount for educational organisations: No
• Free trial available: Yes
• Description of free trial: Our 30-day free trial includes full access to the paid product
• Link to free trial: https://ecasework.com/account/newuser

Service documents

• Pricing document

  PDF

• Skills Framework for the Information Age rate card

  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 jenny.dias@placecube.com. Tell them what format you need. It will help if you say what assistive technology you use.