FONEZONE TELECOMMUNICATIONS LIMITED

WorkPal

WorkPal is a cloud hosted workflow management system that digitises all paper based processes from the office to field based workers and back. It gives a clear view of all workflows, tasks and people. It provides a management live view, control and full reports on tasks, inventory, people and costs.

Features

• Live job list
• GPS Location Tracking
• Job Scheduling
• Asset Managment
• Job Invoicing
• Digital Forms
• Time tracking and reporting
• Mobile Device Managment
• Document Storage
• Quotations

Benefits

• Configurability
• GDPR compliance
• Going Paperless
• Increased productivity
• Live Job updats and data transfer
• Offline working
• Overhed reduction

£10 to £30 a user a month

• Free trial available

Service documents

• Pricing document

  PDF

• Service definition document

  PDF

• Terms and conditions

  PDF

• Modern Slavery statement

  ODT

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 g.cameron@barclaycomms.com. Tell them what format you need. It will help if you say what assistive technology you use.

Framework

G-Cloud 13

Service ID

643246212601007

Contact

Graham Cameron
02890960366
g.cameron@barclaycomms.com

Service scope

• Software add-on or extension: No
• Cloud deployment model: Private cloud
• Service constraints: The desktop version of WorkPal must be used through the Google Chrome browser, no more than 5 versions old.; ; The mobile app on Android must be installed directly - it is not available through the Google Play store. Likewise, the iOS app can only be installed through the Apple Business Management programme. These restrictions are to limit availability to WorkPal customers only, for security purposes.
• System requirements:
  • A windows PC running windows 7 or higher
  • Apple Mac running OS 10.9 or higher
  • Google Chrome
  • A Broadband conection of 89MB or above (desktop users)
  • Android Mobile Device Running OS V5 or above
  • Apple Mobile Device IOS 9 or above

User support

• Email or online ticketing support: Email or online ticketing
• Support response times: Response to debug report; 8; Initial contact to investigate issues raised through Debug report*; Call / email made and noted on the system; Internally generated debugs not included; Response to fault report; 8; Initial contact to investigate issues raised through Fault report*; Call / email made and noted on the system; Internally generated Fault reports not included; Response to billing query; 8; Initial contact to investigate issues raised through billing query
• User can manage status and priority of support tickets: No
• Phone support: Yes
• Phone support availability: 9 to 5 (UK time), Monday to Friday
• Web chat support: No
• Onsite support: Yes, at extra cost
• Support levels: We Provide every client a dedicated account manager this will cover Email and Phone support 8.30-5.30 Monday to Friday. Out of hours support is available via email, SLAs are in place.
• Support available to third parties: Yes

Onboarding and offboarding

• Getting started: Once a customer signs up, we configure the system to their requirements, and import any data they wish to import, in the form of CSV files. We create user logins for the customer, and then complete the process by providing them with remote training via screen sharing, or on-site training, as required.
• Service documentation: Yes
• Documentation formats:
  • HTML
  • PDF
• End-of-contract data extraction: When a customer wishes to leave at the end of their contract, all the data is extracted in a spreadsheet format, and provided in a zip file by the WorkPal support team, along with any photos or forms added to the system during the course of the contract.
• End-of-contract process: We ensure a smooth handover of all customer information and data at the end of service. We provide this in a format that is suitable for each customer and is not charged to the customer.

Using the service

• Web browser interface: Yes
• Supported browsers:
  • Internet Explorer 11
  • Microsoft Edge
  • Firefox
  • Chrome
  • Safari
  • Opera
• Application to install: Yes
• Compatible operating systems:
  • Android
  • IOS
• Designed for use on mobile devices: Yes
• Differences between the mobile and desktop service: The mobile app is for field workers/engineers, and is tailored to their needs, providing job information and a means to capture their time, tasks, photos, forms and signatures, etc. on the jobs assigned to them. ; ; The desktop app provides the means to administrate and schedule this work, manage customers, track users, generate reports, quote and invoice work. The Desktop app is available on mobile devices too.
• Service interface: No
• User support accessibility: None or don’t know
• API: Yes
• What users can and can't do using the API: As part of the discovery phase in implementation we would agree what the customer requirements were for an API and ensure this meets their needs. We use RESTful API as this is compatible with most customer systems. Any changes are completed through our team.
• API documentation: Yes
• API documentation formats: PDF
• API sandbox or test environment: Yes
• Customisation available: Yes
• Description of customisation: Both the desktop and mobile app can be configured, turning off or on the features required, as it suits the particular work of the company. For example, asset management can be turned on for companies who require it, or hidden for companies who do not need this feature.; ; This configuration is done by the WorkPal implementation team at the beginning of the contract, and can be revised throughout by request.; ; Bespoke forms for each company are also constructed at the beginning of the contract. These are reproduced digitally, in exactly the same forms as the companies existing paper forms.

Scaling

• Independence of resources: Whilst we don't provide load-balancing as part of our service, our hosting is provisioned with much higher capacity than is currently required, so there is significant overhead for times of extra demand.; ; All our systems usage levels are constantly monitored, and capacity will be increased when we feel it is needed, to ensure no performance impact for our users.

Analytics

• Service usage metrics: No

Resellers

• Supplier type: Not a reseller

Staff security

• Staff security clearance: Other security clearance
• Government security clearance: Up to Developed Vetting (DV)

Asset protection

• Knowledge of data storage and processing locations: Yes
• Data storage and processing locations: United Kingdom
• User control over data storage and processing locations: No
• Datacentre security standards: Complies with a recognised standard (for example CSA CCM version 3.0)
• Penetration testing frequency: At least every 6 months
• Penetration testing approach: Another external penetration testing organisation
• Protecting data at rest: Physical access control, complying with another standard
• Data sanitisation process: No
• Equipment disposal approach: Complying with a recognised standard, for example CSA CCM v.30, CAS (Sanitisation) or ISO/IEC 27001

Data importing and exporting

• Data export approach: Users can export certain elements of their data from the report section of WorkPal, in CSV format, or request a full export of data, including files, from WorkPal support.
• 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 exceed 99% uptime for our service, and have maintained this so far for the lifetime of our product. Should we have a significant outage of more than 4 hours on any one day, we will refund the cost of that days service to our customers
• Approach to resilience: Information available on request.
• Outage reporting: During any outage, customers will be informed via email, as well as a status page on our website. We will give regular updates, and notify customers when the service is available again.

Identity and authentication

• User authentication needed: Yes
• User authentication: Username or password
• Access restrictions in management interfaces and support channels: Access to management interfaces are username and password protected, and access is provided only to senior level staff with requirements to have access. Access to all staff computers are password protected, and access is restricted to our building only. Passwords are changed regularly, and meet strong password requirements. The develop team room also has physical access controls.
• Access restriction testing frequency: At least once a year
• Management access 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: User-defined
• Access to supplier activity audit information: You control when users can access 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: Exova
• ISO/IEC 27001 accreditation date: 4/7/17
• What the ISO/IEC 27001 doesn’t cover: The Provision of workflow and job management solution
• ISO 28000:2007 certification: Yes
• Who accredited the ISO 28000:2007: Exova
• ISO 28000:2007 accreditation date: 4/7/17
• What the ISO 28000:2007 doesn’t cover: N/A
• CSA STAR certification: No
• PCI certification: No
• Cyber essentials: No
• Cyber essentials plus: No
• Other security certifications: Yes
• Any other security certifications: ISO27001

Security governance

• Named board-level person responsible for service security: No
• Security governance certified: Yes
• Security governance standards: ISO/IEC 27001
• Information security policies and processes: All ISO 27001 policies

Operational security

• Configuration and change management standard: Supplier-defined controls
• Configuration and change management approach: As a department, changes will be reviewed and approval given based upon the potential risks and a urgency of the change. ; The change will be scheduled, and if necessary communications to anyone potentially impacted will also occur. ; Once the change is carried out, appropriate testing will be conducted to ensure stability has not been impacted, and if roll-back options are needed they will be carried out. ; In the event a change is deemed urgent or critical to maintain service or prevent a security breach, IT Office may deem this process as being too time consuming, and skip straight to implementation.
• Vulnerability management type: Supplier-defined controls
• Vulnerability management approach: We work with our hosting provider to maintain our services, with regard to third-party software, such as operating systems and other software on our hosting platform. The provider will patch any known vulnerabilities as they become apparently. We aim to keep our software patched to the latest versions, paying attention to notices from the suppliers of this software.
• Protective monitoring type: Supplier-defined controls
• Protective monitoring approach: Most of the systems deployed and used by WorkPal have some basic form of event logging enabled by default. These logs are regularly reviewed for event ID’s which may indicate unexpected or unauthorised actions on these systems. ; ; During any potential compromise, we would investigate, then notify the affected parties, if applicable.; ; The incident would be given immediate priority and all resources would be put on to it until it was resolved.
• Incident management type: Supplier-defined controls
• Incident management approach: Where an Information Security Incident has occurred (or is suspected) the following process MUST be followed. ; Reported to a member of the IT Team as quickly as possible, and providing as much information as is available to the member of staff who first identified the problem.; The member of Staff who received the Incident Report should record the Information in the ticketing system ; Once investigations have been concluded, a report should be prepared detailing everything that happened, steps that were taken to mitigate the Incident, and record any possible corrective actions will be recommended to prevent a re-occurrence

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

• Fighting climate change:

  Fighting climate change

  We are committed to leading the industry in reducing our impact of all our activities on the environment. ; We have reduced our impact by the following actions:; • Minimise waste by encouraging all our people to utilise re-usable containers whenever they can.; • We no longer provide plastic cups at water dispensers; • We have reduced the number of bins and introduced specific recycling bins on all levels of the offices; • We are reducing paper usage by our “aim to be paperless” strategy; • All business travel must be signed off by a director and this must include more efficient options.; • Our fleet of vans are being replaced by electric vehicles. ; • Video conferencing has been installed in all locations to ensure that this is used whenever possible.; • We are using an ethical recycling organisation for all old stock of phones and IT.; • We are working with suppliers to ensure that packing is reduced to a minimum.; • We supply devices that use the minimum of packaging and equipment. We have adopted the strategy of refurbish, repair, reuse or recycle. This means we will encourage customers to gain the maximum usage from their devices by offering a complete refurb and repair service, we also utilise manufacture’s solutions that improve the lifecycle of devices. At the end of these periods we give our customers the chance to donate their devices to a charity that would benefit from them. As a last resort we will use an ethical recycling organisation to dispose of any equipment with the minimum of impact on the environment. ; • We apply a 2 way delivery process where we will supply new and collect old devices and packaging from customers. ; We continue to look for new ways in reducing our impact
• Covid-19 recovery:

  Covid-19 recovery

  We have a full disaster recovery process which we implemented at the beginning of Covid Lockdown. Being a technology organisation who have been promoting remote working for a number of years this was a key part of our DR plan. All our systems including emails and our telephone systems are cloud based therefore this enabled all our people to fully function from their homes. This had been regularly tested and therefore everyone knew what to expect and what to do. Team leaders checked in with all their teams and ensured that everyone had everything that they needed included PC, headsets and access to all systems. This meant that we were fully operational the day following lockdown and were able to fully support customers and also importantly meant all our people were protected and could safely continue with their roles. We did see a dramatic drop in queries and customer contacts as many had scaled down their operations. We therefore moved to a rota model for our teams which meant we could easily support our customers and also give our people time off. This also gave us the flexibility to increase support as our customers started their business back up. Through this time we increased the number of our people who had access to video calling by rolling out Teams to the whole organisation, this meant that all our people could easily communicated with our customers in whichever format is best for them. ; All teams have grown their use of video technology and have on-boarded many customers through lockdowns without the need of meeting them face to face. Although they are now happy to meet customers face to face, video is the main way that customers prefer to arrange their on-boarding. We have also utilised a number of zero-touch deployment technologies,
• Tackling economic inequality:

  Tackling economic inequality

  We have a number of initiatives that assist improve equality in all areas in which we are based:; We launched our Think local initiative where we give back to a strategic local social enterprise from profits gained from our unique Charity Tariffs. Each year these are chosen by our people who bid for the most deserving cause that it is close to their hearts.; Such as orgaistaions who help local people with learning difficulties to be empowered and get into work. This involves training and support from some of our people as well as job shadowing and coaching on job skills such as interview and presentation skills. ; We also have modern apprentices and are used for work experience placements, this gives young people a foot into many areas of our business from sales and marketing to software development. ; We volunteer with local schools in deprived areas in order that we can help with mentoring programmes that include; CV writing, Interview skills training and Job experience opportunities.; We currently employ over 200 people across the country and ensure that we fairly employ people from each local area. We always pay above minimum wage and support our people when they need help in personal difficult situations. We recognise and reward good performance in our people, this isn’t just for sales people but everyone in the team. Promotion starts from our internal team, one of our current management team started as the receptionist some years ago. ; We also have modern apprentices and are used for work experience placements, this gives young people a foot into many areas of our business from sales and marketing to software development.
• Equal opportunity:

  Equal opportunity

  The Company will take all reasonable steps to employ, train and promote employees on the basis of their experience, abilities and qualifications without regard to race, colour, ethnic origin, nationality, national; origin, religious belief or political opinion, sex, sexual orientation, marital status or civil partnership, age or disability. The Company will also take all reasonable steps to provide a work environment in which all employees are treated with respect and dignity and that is free of discrimination or harassment based upon an employee’s race, colour, ethnic origin, nationality, national origin, religion or belief, sex, sexual orientation, marital status, age or disability. ; The recruitment process will be conducted in such a way as to result in the selection of the most suitable; person for the job in terms of experience, abilities and qualifications. The Company is committed to applying its equal opportunities policy statement at all stages of recruitment and selection. Advertisements will encourage applications from all suitably qualified and experienced people. When advertising job vacancies, in order to attract applications from all sections of the community; We ensure that we include local differences such as the Fair employment and treatment order 1998 in Northern Ireland, this protects local people from discrimination based on religious or political beliefs. ; The selection process will be carried out consistently for all jobs at all levels. All applications will be processed in the same way. The staff responsible for short-listing, interviewing and selecting candidates; will be clearly informed of the selection criteria and of the need for their consistent application. The selection of new staff will be based on; the job requirements and the individual’s suitability and ability to do, or to train for, the job in question.
• Wellbeing:

  Wellbeing

  We have always promoted health in the community through our own people and whatever is their passion. In particular we are currently focusing on mental health. This has seen some of our staff running a marathon to raise money and awareness for PIPs, an organisation who reduce suicided and self-harm. As well as jumping out of a plane to raise awareness and money for the Lighthouse Charity an organisation who support people affected by suicide. Our own people are joining the Barclay Live Well initiative where together with a local Gym they are targeting on improving fitness and weight loss. There are boot camps that include time out of the office and weekly incentives to help reach goals. Our Christmas present collection is an annual event where gifts are collected by all our people in all our locations and given to local children who may not receive much at Christmas. We have previously supported organisations such as Action for Cancer in every area. We focus on good mental health and ensure that all our people are supported through difficult times, can easily get help when needed and promote our "it's ok not to be ok" people value. We aim to reduce stress across all our people by having regular one to ones and open access to the HR team, we also offer flexible working options and quiet areas in our buildings. Our people know how to get help in which ever way is best for them. We have just launched a "Make March the Month to stop Smoking" initiative where all our people can free support from Cancer Focus to help them quit, this came from a request from our people council.

Pricing

• Price: £10 to £30 a user a month
• Discount for educational organisations: No
• Free trial available: Yes
• Description of free trial: All aspects of the service are included, it will not show specific customer forms but generic ones. This is a 30 day trial.

Service documents

• Pricing document

  PDF

• Service definition document

  PDF

• Terms and conditions

  PDF

• Modern Slavery statement

  ODT

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 g.cameron@barclaycomms.com. Tell them what format you need. It will help if you say what assistive technology you use.