MOTOROLA SOLUTIONS UK LIMITED

Water Management

A Cloud Hosted and Web based solution tailored for those who have to record & manage Hydrants, Emergency Water Sources and Dry Risers, for the purposes of providing accurate and timely water information for the purposes of firefighting, including Water Officers, Water Managers, Field Technicians and Fire Crews.

Features

• Web - based solution
• Regular remote updates
• Create, Edit and Abandon Water Source objects
• Link icons to the water source type, category and status
• Manage Schemes, Diversions and Mains Rehabs
• Manage Routes, Inspections Internal and External Defects
• Two Way Mobile Data Integration
• Dedicated Field System for work allocation to Technicians and Crews
• Detailed Searching, Filtering and Reporting
• Manage Users, Roles and Permissions

Benefits

• Gives Water Manager control over the water estate
• User Friendly, simple, intuitive interface for the Water Management process
• Field System messaging removes latency from the Water Management process
• Intuitive Field System allows users to complete task lists efficiently
• Fast, easy data entry and retrieval
• Tool to manage the processing of internal and external Defects
• Flexible solution to effectively manage the FRS’s water real estate
• Google StreetView integration to provide additional information
• Manage entire life cycle of hydrants, EWS and dry risers
• Control access to the system, functionality and data

£24,950 a licence a year

• 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 donna.hopper@3tcsoftware.com. Tell them what format you need. It will help if you say what assistive technology you use.

Framework

G-Cloud 14

Service ID

645240048680752

Contact

Donna Hopper
01455826400
donna.hopper@3tcsoftware.com

Service scope

• Software add-on or extension: No
• Cloud deployment model: Private cloud
• Service constraints: We will perform regular software updates for this application which you will notified of prior to being pushed. These will not affect you operationally. We can provide help and guidance, Monday to Friday 9am-5pm. The cloud system will be installed and maintained by us. All data is stored in the UK.
• System requirements: Latest versions of Chrome, Safari, Edge or Firefox

User support

• Email or online ticketing support: Email or online ticketing
• Support response times: Users will receive an automatic response immediately. They will then receive a response from the assigned engineer in as little as 15 minutes depending on the priority of the incident. Support services are provided weekdays 9am-5pm as standard. There is also a portal for users to view the status and update of any issues. For full details, please see the attached T&Cs.
• 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: Yes, at extra cost
• Support levels: Support Monday - Friday 9am-5pm is included in the cost via the following: * Service desk * Email * Phone * Online self-access portal * Non-Technical Account Manager * Escalation Process For more information please see the T&Cs attached in this listing
• Support available to third parties: No

Onboarding and offboarding

• Getting started: We will onboard and migrate historic data into the system.; We will provide:; * a one day train the trainer session; * online help files; * user documentation; * admin documentation
• Service documentation: Yes
• Documentation formats: PDF
• End-of-contract data extraction: We provide an export of all data the customer has, in the system. The volume of data and time period will depend on the customer and whether they chose to remove any data after a set number of years. At present, this will be an export of a MongoDB document database. This is an open-standards database, which tools are freely available from third-parties for you to import into your own MongoDB. This export process may change as time passes.
• End-of-contract process: An export of the data stored is included as part of our service in the licencing cost.

Using the service

• Web browser interface: Yes
• Supported browsers:
  • Microsoft Edge
  • Chrome
  • Safari
• Application to install: No
• Designed for use on mobile devices: Yes
• Differences between the mobile and desktop service: There is a separate , deployable, Field system designed for use by Technicians and consists of a specific subset of the Web based system's functionality suitable for the specific requirements of a Hydrant Technician.; The Web based application can also be used on a mobile device, if required, dependent on the availability of a suitable bearer to the Cloud.
• Service interface: No
• User support accessibility: None or don’t know
• API: No
• Customisation available: No

Scaling

• Independence of resources: Each customer’s data is held entirely separately in its own database. The database resources are scaled to meet demand on a per-customer basis. Another customer’s usage does not adversely affect your system performance. The web application, API and associated services are scaled to meet demand. When service demand meets thresholds, capacity in the system is increased to meet the demand. If the capacity is increased to meet the additional load from one-or-more customers, all customers benefit from the increased capacity.

Analytics

• Service usage metrics: No

Resellers

• Supplier type: Not a reseller

Staff security

• Staff security clearance: Other security clearance
• Government security clearance: Up to Baseline Personnel Security Standard (BPSS)

Asset protection

• Knowledge of data storage and processing locations: Yes
• Data storage and processing locations: United Kingdom
• User control over data storage and processing locations: No
• Datacentre security standards: Complies with a recognised standard (for example CSA CCM version 3.0)
• Penetration testing frequency: At least once a year
• Penetration testing approach: Another external penetration testing organisation
• Protecting data at rest: Physical access control, complying with another standard
• Data sanitisation process: Yes
• Data sanitisation type:
  • Explicit overwriting of storage before reallocation
  • Deleted data can’t be directly accessed
• 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: Data can be exported via: * Output of reports (searches) in CSV format * Database export (as described in the off-boarding section)
• Data export formats:
  • CSV
  • Other
• Data import formats:
  • CSV
  • Other
• Other data import formats: Variety of databases

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: 99.8 assured by contractual commitment.
• Approach to resilience: The system is hosted on Azure and benefits from the resilience services available on Azure. The system also has resilience designed and built into the architecture. Further information available on request.
• Outage reporting: Email alerts are sent out by our Support and Delivery team to all affected customers if the situation is servicing affecting and cannot be immediately resolved.

Identity and authentication

• User authentication needed: Yes
• User authentication:
  • 2-factor authentication
  • Username or password
• Access restrictions in management interfaces and support channels: Administrators are required to login to the application with valid credentials. In order to configure the system, they must have the relevant privileges for the task they are wanting to perform. These privileges must have been granted to them by another administrator, or by 3tc Software. Support channels are accessed separately from the application. Only users invited by 3tc Software can access the support site. Access is controlled by authentication and authorisation (minimum of username and password).
• Access restriction testing frequency: At least once a year
• Management access authentication:
  • 2-factor authentication
  • 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: No audit information available
• How long system logs are stored for: Less than 1 month

Standards and certifications

• ISO/IEC 27001 certification: Yes
• Who accredited the ISO/IEC 27001: QMS International
• ISO/IEC 27001 accreditation date: 11/04/2012 Original. Current Certificate Expiry 10/04/2025
• What the ISO/IEC 27001 doesn’t cover: Azure Hosting Platform
• ISO 28000:2007 certification: No
• CSA STAR certification: No
• PCI certification: No
• Cyber essentials: No
• Cyber essentials plus: No
• Other security certifications: Yes
• Any other security certifications: ISO9001:2015

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: ISO 27001 certification maintained.; CTO and ICT depaterment manage security and handle security incidents in conjunction with HR.; Audits are held regularly, staff are trained on security policies.; Security incidents are logged and investigated and appropriate action (potentially disciplinary action) taken.

Operational security

• Configuration and change management standard: Supplier-defined controls
• Configuration and change management approach: System/Platform changes are tracked in a CCL (Change Control Log) and given a unique ID code, prefixed with an abbreviation of the customer’s name. They are also tracked within our ServiceDesk call tracking system. ; If we need to make a change to configuration or code, we will submit a CCF (Change Control Form) to the customer, as notification and to gain approval. ; Each of these forms will include a risk assessment and a security risk assessment, taking into account security standards such as ISO 27001. ; Assessments of this type, will be carried out by our engineering and development teams, together.
• Vulnerability management type: Undisclosed
• Vulnerability management approach: Vulnerabilities are reviewed weekly as part of the ICT function. Relevant vulnerabilities are raised with the product team, and an assessment made on the applicability, risk and impact. If an OS level threat is discovered, a patch can be built into the system and re-deployed to the live environment in less than one hour (to include smoke testing at each level). Information about potential threats is collated by the ICT team.
• Protective monitoring type: Undisclosed
• Protective monitoring approach: Potential compromises are recognised either through the security products automatically reporting issues, customer reported issues or by assessments by our support and delivery team.; We respond in line with our current ISO 27001 policy including our BC and DR plans.; Incidents are responded to in line with the severity and likelihood of the event occurring. If a suspected compromise of security is identified, we are likely to respond immediately by taking the affected part of the system out of service and analysing the issue.
• Incident management type: Supplier-defined controls
• Incident management approach: Users can report issues via Email, Phone or via a Customer Portal. ; ; Our Support Desk is comprised of engineers who specialise in different fields of 3tc Software. This team structure allows us to offer support at a high level across 1st 2nd and 3rd line support tiers. ; ; We use pre-defined processes for events such as Quotes, Software configuration and Software Upgrades. Our highly skilled engineers remove the need for scripted support processes. ; ; We have means of automatically generating standard reports, including SLA figures for open/closed calls. ; ; In the near future these reports will be available via our Customer Portal.

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

  Fighting climate change

  Fighting climate change; ; 3tc Software Limited is committed to both the protection of the environment and evaluating the impact that the organisation’s services can have. We recognise that we have a responsibility to the environment beyond legal and regulatory requirements and are, therefore, committed to reducing our environmental impact and continually improving our environmental performance as an integral part of our business strategy and operating methods, with regular review points. We will encourage customers, suppliers, and other stakeholders to do the same. 3tc Software is also aware of its responsibilities in relation to the wellbeing of its employees in providing a suitable environment in which to work and operate. Therefore, this policy also reflects the importance of environmental concerns and issues relating to the workplace and the protection and welfare of its employees, visitors and other persons who may be affected. The objectives for the Company under this policy are to: 1. Reduce the carbon footprint of the business. 2. Reduce energy consumption. 3. Minimise the production of all types of waste, especially paper. Encourage reuse, recycling and the disposal of other waste that cannot be avoided, in a responsible manner. 4. Create the grounds for best environmental practices that individuals can not only adhere to whilst working but then can reproduce these at home and transmit to their family and friends. Energy and water Turning off the lights in the office in the evening or on a bright sunny day, slightly lowering the heating or the air conditioning or taking devices off the plugs when it’s not needed are some good actions that we, as a Company and us as an individual, can implement. Moreover, by paying more attention to other daily routine actions, we can slightly reduce our energy consumption and, thus, our impact on the climate.

Pricing

• Price: £24,950 a licence a year
• Discount for educational organisations: No
• Free trial available: Yes
• Description of free trial: Full access to the Desktop system, with own login credentials, registration required. ; Full access to the Field systems, with own login credentials, registration required.; Default data to be used.; Length of trial period to be agreed, as required.
• Link to free trial: https://develop.watermanagement.cloud/

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 donna.hopper@3tcsoftware.com. Tell them what format you need. It will help if you say what assistive technology you use.