Concerto Support Services Ltd

Concerto Premise Assurance Model Management Solution

A highly configurable, web-based solution for managing property and asset assurance and compliance. Typical assurance systems applied include ISO 5500, 5001 & 2, CQC, PAM assessments etc. The assurance solution features a stock configuration for managing the NHS PAM - premise assurance model. Monitor and manage property-related risks.

Features

  • Web based reactive repairs CAFM help desk
  • Customisable role defined dashboards accessed from any where/device
  • Integrated mobile application with bar and QR code scanning
  • Centralised document management for all FM and compliance data
  • Works ordering with easy cost allocation and purchase orders
  • Automated orders and invoicing module linking to your finance system
  • Water monitoring module to manage risks at every level
  • Full life-cycle automated management of planned maintenance tasks
  • On site risk assessment direct from site with automated alerts
  • Integrate with Concerto asset management solution

Benefits

  • Improve efficiencies with single, centralised, 'umbrella' solution
  • Significant savings in response and completion times for reactive works
  • Deliver accurate and relational data to clients and safety auditors
  • Mobile operatives seamlessly interact with helpdesk, even without a signal
  • Mitigate risk with automated functionality, alerts and reports
  • Access the same data for all users from any where/device
  • User-friendly intuitive interface encourages can-do culture
  • Client-led configuration with customisable workflows and role-defined dashboards
  • Peace of mind that statutory requirements and situations are understood
  • Keep ahead with powerful and bespoke automated reporting

Pricing

£5,000 to £40,000 a licence a year

  • Education pricing available
  • Free trial available

Service documents

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 James.heysmond@concerto.co.uk. Tell them what format you need. It will help if you say what assistive technology you use.

Framework

G-Cloud 13

Service ID

6 4 7 9 3 8 3 1 8 5 2 3 8 7 7

Contact

Concerto Support Services Ltd James Heysmond
Telephone: 0844 8589171
Email: James.heysmond@concerto.co.uk

Service scope

Software add-on or extension
No
Cloud deployment model
Private cloud
Service constraints
No - If the client is hosting the software via their own Cloud network or local infrastructure, they will need to adhere to our recommended minimum specifications.
System requirements
None unless client is hosting the software

User support

Email or online ticketing support
Email or online ticketing
Support response times
Within the defined service level agreement.
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
Support is provided by Concerto's internal Service Desk. Direct application support is available between Mon - Fri 07:00 am - 19:00 pm. 24/7 365 application support is available at an additional cost.

Each support issue is dealt with within the agreed SLA's.
Support available to third parties
Yes

Onboarding and offboarding

Getting started
Concerto works closely in partnership with our clients from getting started and training right through to the everyday use of our software. We use our project methodology and expertise to help you manage the planning and implementation of our software, supporting you every step of the way and ensuring your implementation is a success.

Each implementation has a kick off workshop where we help you plan and break everything down into a project with work packages. Each subsequent work package has a workshop to establish requirements and resources, gain a clear understanding of your needs and how your organisation works to get the best from the software. We manage your implementation using Concerto Projects so you have complete visibility of your project’s progress.

We ensure your key data is correctly migrated from old systems - Often a large volume of complex data is involved so we are able to tailor fields to your requirements.

Our dedicated in-house help desk team are available to answer any questions and provide future support for the life of our software. We provide in house training, user manuals, online help, a support help desk and a video training library.
Service documentation
Yes
Documentation formats
  • HTML
  • PDF
End-of-contract data extraction
Users are able to work with Concerto to assist them in extracting their data at the end of the contract if this is required.
End-of-contract process
The off-boarding plan for this Call-Off Contract is that the data will be supplied back to the Buyer as

• An SQL database backup (.bak)
• Separate excel workbooks for system modules used
• Files uploaded to system to be extracted into a windows hierarchical folder structure and supplied in a password protected zip file.

The Supplier will make this information available to the buyer via uploaded FTP, DVD or Encrypted hard-drive.

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
Concerto has a mobile application accessible via the web browser. This provides a specific function and differs to the main version of the software. The mobile application can be used as an example by mobile engineers on site completing job details.
Service interface
No
User support accessibility
WCAG 2.1 AA or EN 301 549
API
Yes
What users can and can't do using the API
The Concerto system provides a number of API endpoints for the purposes of web-based mobile applications and to communicate with external software. In both cases, client software authenticates via credentials and/or an API key, which are provided by Concerto. Said API endpoints provide specific functionality necessary for other software to manipulate data in the system. A traditional user provides authentication information in the other software, which in turn authenticates with the core Concerto application. User interactions with the other software are then translated into data manipulation commands via the API endpoints. Our API endpoints are configured only to perform tasks specifically required for the operation of web-based mobile applications and external software.
API documentation
Yes
API documentation formats
Other
API sandbox or test environment
Yes
Customisation available
Yes
Description of customisation
Logos can be customised on the login page on the headers of reports.
Reporting within Concerto is possible via reports created in Crystal Reports. These can be amended by Concerto developers.
Users are able to customise Security Profiles (I.E level of access users have in the system), the theme (colours in the banner and in tables) and parts of the system, I.E Helpdesk actions and configuration.
The system is flexible and has been designed to customised by users to fit their internal business processes as best as possible.

Scaling

Independence of resources
Each client has their own separate Concerto website and Concerto database so each client will not affect each other.
Our hosting provider is also flexible so we can increase server requirements if it is needed.

Analytics

Service usage metrics
Yes
Metrics types
Two different kinds can be provided:

1) Server metrics, I.E the uptime of the server the application is hosted on
2) Bespoke reporting so users can view their own data, I.E users can see their SLA statistics if they are using the Helpdesk module
Reporting types
  • Real-time dashboards
  • Reports on request

Resellers

Supplier type
Not a reseller

Staff security

Staff security clearance
Other security clearance
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
Complies with a recognised standard (for example CSA CCM version 3.0)
Penetration testing frequency
At least every 6 months
Penetration testing approach
‘IT Health Check’ performed by a CHECK service provider
Protecting data at rest
Physical access control, complying with CSA CCM v3.0
Data sanitisation process
No
Equipment disposal approach
A third-party destruction service

Data importing and exporting

Data export approach
Users can export data by exporting to PDF, or Excel files.
Data can also be extracted via a custom built interface which will extract a CSV file onto the specified location.
The data is stored in a SQL database so the data can also be extracted from here if required.
Data export formats
  • CSV
  • Other
Other data export formats
  • XML
  • Fixed Width File
  • API
Data import formats
  • CSV
  • Other
Other data import formats
  • XML
  • XLS
  • XLSX
  • API

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
Our hosting provider has a 99.9% uptime SLA
Refunds would be on a client by client basis depending on the contract details.
Approach to resilience
Available on request.
Outage reporting
Email alerts from our hosting provider to notify us of any server outages.
If requested we can have outage notifications on a specific website also.

Identity and authentication

User authentication needed
Yes
User authentication
  • 2-factor authentication
  • Identity federation with existing provider (for example Google Apps)
  • Username or password
Access restrictions in management interfaces and support channels
The designated user administrator for the Concerto system (client side) is responsible for creating Security Profiles to restrict access as necessary.
Access restriction testing frequency
At least every 6 months
Management access authentication
  • 2-factor authentication
  • 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

Standards and certifications

ISO/IEC 27001 certification
Yes
Who accredited the ISO/IEC 27001
NQA
ISO/IEC 27001 accreditation date
06/11/2015
What the ISO/IEC 27001 doesn’t cover
N/A
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
  • Other
Other security governance standards
Cyber Security Essentials
Information security policies and processes
We conform to an ISO 270001 standard and Cyber Security Essentials .

Operational security

Configuration and change management standard
Supplier-defined controls
Configuration and change management approach
Each change in the system is discussed internally to judge the potential impact on different clients.
All code changes are recorded to keep track.
Vulnerability management type
Undisclosed
Vulnerability management approach
Concerto commissions six-monthly penetration tests via an impartial third party to identify potential threats. Any threats identified are resolved within a week following a test. Concerto operates a monthly release process in which regression-tested product features and non-critical fixes are delivered to clients. Hotfixes for critical bugs and vulnerabilities are deployed immediately as patches to the most recent formal release.
Protective monitoring type
Conforms to a recognised standard, for example CSA CCM v3.0 or SSAE-16 / ISAE 3402
Protective monitoring approach
Concerto operates server-level and application-level monitoring. Alerts relating to the availability of a server or application are raised via email to a number of key personnel within the business. In the instance that a server is taken offline, our DR provision includes load balancing and failover servers that are typically operable within four hours of an incident. In the further event of a hardware failure, automatic DR processes transition data to another hardware host within approximately two hours. In the event that a new server requires provisioning and configuring, we aim to restore application availability within one day.
Incident management type
Supplier-defined controls
Incident management approach
Concerto follows industry best practise incident management processes which are governed by our ISO 9001 and 27001 processes. Users report issues via the telephone or logging a ticket through the Concerto Helpdesk portal. All incidents are categorised and then managed to completion based on agreed priories. In addition, Concerto also follows the required guidelines for subject access requests as outlined by GDPR.

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
Yes
Connected networks
Public Services Network (PSN)

Social Value

Fighting climate change

Fighting climate change

By implementing Concerto, GCloud customers can:
1) Reduce their carbon footprint by removing a paper management approach to estates
2) Improve their energy efficiency by implementing a technology-led approach to environmental and operational management e.g. IoT sensors
3) Reduce their waste by operating a cloud base solution; no hardware or software requirements, just access to the internet via any type of mobile device
Covid-19 recovery

Covid-19 recovery

The global pandemic has triggered an unprecedented surge of support for micro, small and medium-sized enterprises (MSMEs), both in recognition of their critical role in our economy and their vulnerability as economic activity has been affected. Using Concerto makes it easy for the G-Cloud customer's supply chain to self-serve information, including electronic invoicing linked to prompt-payment schemes. Such processes and technology improve cash flow for MSMEs, increase efficiency and reduce payment volatility, contributing to financial recovery from Covid-19. Finally, Concerto received positive feedback from Buyers about how a web-based solution had really helped them, when working from home/remotely during lockdown.
Tackling economic inequality

Tackling economic inequality

By purchasing Concerto, the G-Cloud customer is investing in a company which has a well-established approach to tackling economic inequality in employment, skills and pay that is adopted by all subsidiaries, and monitored on a quarterly basis by Dr John Hamilton and our Board of Directors. It is reported against our Thrive Social Value commitments (as detailed under Fighting Climate Change). We are committed to acting ethically, with integrity and transparency in all business dealings and to putting effective systems and controls in place to safeguard against any form of discrimination within our business and across our supply chain. Where we TUPE or recruit staff in relation to a client contract, we honour the prevailing client policy on wages or current rates of pay. Concerto also seek to employ from within local communities. As a result, over 75% of our staff live within 10 miles of their workplace. We are committed to recruiting the right person for each position regardless of sex, race, age, or other conditions. Prior to commencement, a job description and specification are produced to assist the interview process, providing an outline of the role and skills required. We routinely consider structuring job share, flexi-time and remote working wherever possible. This provides flexibility and scope to broaden the net to find the best-fit candidate, mitigating a broad range of circumstances that could otherwise provide a barrier to employment. We also encourage our staff to be open in making requests for flexible working as and when their circumstances change (childcare, relocation, benefits etc). In relation to our latest Gender Pay Gap report, women were found to occupy: 1/2 our workforce paid at entry-level, 1/3 of our workforce paid at mid-level, 1/4 of our workforce paid at upper level, 1/5 of our workforce paid at the highest levels.
Equal opportunity

Equal opportunity

By purchasing Concerto, the G-Cloud customer is investing in a company which is committed to inclusion and diversity, a company which takes this responsibility very seriously. Concerto, as part of the wider Bellrock Group, supports equality by ensuring individuals are recruited, promoted, and treated fairly based on relevant aptitudes, skills, abilities and resources and that no job applicant/employee receives less favourable treatment on the grounds of sex, marital status, sexual orientation, religion, race, disability, age, convictions, or other potential conditions. People are our greatest asset: that is why we are fully committed to supporting in-work progression for ALL employees. However, we recognise the challenges faced by disadvantaged, underrepresented and minority groups so we are actively taking steps to improve outcomes for these groups. We do this in 2 parts; how we attract and then how we retain and support progression. We have several initiatives to attract talent from disadvantaged, underrepresented and minority groups. Our recruitment approach focusses on working with Charter Societies such as the United Nations women’s empowerment principles and Disability Confident. We work with Universities such as De Montford University, as well as engage (on a call off basis) with local/regional colleges, Universities, support groups and local job centres to help attract local talent within the communities we are working within. Secondly, we have changed the language we use in our job adverts and job descriptions to be inclusive and flexible. To retain and support growth as part of our people strategy we demonstrate visible leadership and accountability at all levels and embed equality across our culture and our business. We support diversity and inclusion in the workplace by looking into promoting pay equality, recognising holidays for all cultures, and making it easier for our employees to participate in employee resource groups (such as Meta Workplace).
Wellbeing

Wellbeing

Mental health and wellbeing should be a principal focus for organisations with customers, contractors and staff returning to their workplaces. The Concerto solution underpins creating and maintaining healthy and safe workplaces and built environments within public-sector estates. The Concerto solution tracks statutory and non-statutory maintenance, which is paramount to ensuring the safety and wellbeing of customers and being compliant with legislation. Furthermore, the Concerto solution can connect to sensor technology and other systems to monitor and measure health and wellbeing data such as occupancy, air quality, customer satisfaction, water hygiene and smart cleaning. Moreover, this data can be visualised and used to trigger autonomous actions and notifications. Finally, Concerto promotes hybrid and flexible working; the solution is a web-based solution and can be accessed on any device from any location.

Pricing

Price
£5,000 to £40,000 a licence a year
Discount for educational organisations
Yes
Free trial available
Yes
Description of free trial
We set up a demo version of the the solution to allow users to experience the look and feel and basic functionality. The demo is a vanilla and does not include any client specific set up.

Service documents

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 James.heysmond@concerto.co.uk. Tell them what format you need. It will help if you say what assistive technology you use.