Innovative Interfaces Global Ltd

Polaris & Vega Library Service Platform

Vega and Polaris provide a completely web-based, accessible and responsive customizable solution for public libraries and consortia. With no client or software to install, implementation and set-up is easy. Vega also has tools to engage your users and promote your service, helping you to attract and retain members.

Features

• Automatic transformation of your MARC records to BIBFRAME Linked Data
• Intelligent presentation of library data, rolling all formats into one
• Events management, including registration forms, landing pages, flyers and more
• Full analytics, not just reports
• Fully web-based, responsive design for both library staff and end-users
• Full e-content integration
• Create and manage more than 300,000 different types of report
• Full EDI
• Full cataloguing, acquisitions, circulation and ILL functionality
• Compatible with self-service devices

Benefits

• Decrease time spent on managing acquisitions and print serials
• Decrease time spent on cataloguing
• Recruit more library members
• Retain and engage existing library members
• Measure your library service's actual impact

£5,900 a unit a year

• Education pricing 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 james.baker1@clarivate.com. Tell them what format you need. It will help if you say what assistive technology you use.

Framework

G-Cloud 13

Service ID

670587382530478

Contact

James Baker
07920722523
james.baker1@clarivate.com

Service scope

• Software add-on or extension: No
• Cloud deployment model: Private cloud
• Service constraints: Not applicable
• System requirements: Latest version of Chrome, Edge, FireFox or Safari

User support

• Email or online ticketing support: Email or online ticketing
• Support response times: We have four ticket urgency categories:; ; Category One: Site Down ; Response time: <1 hour; ; Category Two: Critical issue ; Response time: <2 hours; ; Category Three: High Lesser issues; Response time: <2 business days; excluding holidays and weekends; ; Category Four: Routine Issues; Response time: <4 business days; excluding holidays and weekends
• 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: No
• Support levels: We have one standard support contract for all customers, with 4 levels of ticket priority:; 1 - Site Down ; Definition: A major component of the software is in a non-responsive state and severely affects library productivity or operations. A high impact problem that affects the entire library system. ; Response time: <1 hour; ; 2- Critical ; Definition: Any component failure or loss of functionality not covered in Severity 1 that is hindering operations, such as, but not limited to: excessively slow response time, functionality degradation; error messages; backup problems; or issues affecting the use of the module or the data ; Response time: <2 hours; ; 3 - High Lesser issues; Definition: Questions, or items that minimally impact the work flow or require a workaround ; Response time: <2 business days; excludes holidays and weekends; ; 4 – Routine Issues; Definition: Questions, or items that don’t impact the work flow. Issues that can easily be scheduled such as an upgrade or patch ; Response time: <4 business days; excludes holidays and weekends
• Support available to third parties: Yes

Onboarding and offboarding

• Getting started: Innovative will assign a dedicated Project Manager to work with yours. ; At the initial project kick-off meeting, the Project Managers on both sides will agree on milestones, dependencies, and time planning. ; Key deliverables will be:; - Data migration; - Testing; - Training
• Service documentation: Yes
• Documentation formats:
  • HTML
  • PDF
• End-of-contract data extraction: Users may extract their data using the tools and documentation available with the system, or they can pay for special assistance from Innovative.
• End-of-contract process: Users have the right to extract their data at any time using the system's tools and documentation. Innovative Interfaces offers Exit Services at standard service rates should customers require assistance in this process. With Innovative's Exit Services, Full data sets may be extracted twice, if needed. A data dictionary is provided for each file output in a delimited ASCII text format. For service terminations: each customer implementation has its own virtual server environment. Upon termination of the service, access to the system is disabled and automated backups are disabled. Under our standard procedures, after a 30-day cooling off period, the virtual machine is deleted along with any stored backups. Where necessary, a secure erase over the drives is performed to sanitize them of any customer data.

Using the service

• Web browser interface: Yes
• Supported browsers:
  • Internet Explorer 11
  • Microsoft Edge
  • Firefox
  • Chrome
  • Safari
  • Opera
• Application to install: No
• Designed for use on mobile devices: Yes
• Differences between the mobile and desktop service: There are no differences between the mobile and desktop service.
• 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: Polaris provides natives API that will allow anyone to build their own Polaris-integrated applications for the web, desktop and mobile devices. Polaris also supports industry standard protocols such as NCIP, SIP and Z39.50.; Further information is available at: http://developer.polarislibrary.com/
• API documentation: Yes
• API documentation formats:
  • HTML
  • PDF
• API sandbox or test environment: Yes
• Customisation available: Yes
• Description of customisation: Libraries have a huge range of customizable parameters, reports, and end-user messages they can define.; The end-user interface allows custom themes, layouts or entire pages. ; Much of this customization can be done without any programming knowledge. ; Polaris Administration settings control many aspects of function and appearance, and because these settings are stored in the database, they are retained at upgrade.; Also, you can edit most page text and messages using Polaris Language Editor (Web Admin Tool)

Scaling

• Independence of resources: Each Polaris system is implemented in a separate virtual server environment dedicated to the customer. Server resources allocated to each customer instance are not shared with other customers.

Analytics

• Service usage metrics: Yes
• Metrics types: The service includes reporting and analytics as part of the software solution for analyzing and monitoring user activities within the system. Standard and ad hoc reporting are supported using system tools or third-party SQL-based report writers. Application usage reports can be generated on demand or scheduled for automatic delivery.; ; Innovative offers customer-facing hosting service metrics (system performance and health) as a service add-on. Innovative delivers these services using AppDynamics. With this optional service, users can access their site’s performance dashboards to get current performance data on demand and delivered monthly via e-mail.
• 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: None

Asset protection

• Knowledge of data storage and processing locations: Yes
• Data storage and processing locations: European Economic Area (EEA)
• 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 CSA CCM v3.0
  • Physical access control, complying with SSAE-16 / ISAE 3402
  • Encryption of all physical media
• Data sanitisation process: Yes
• Data sanitisation type:
  • Explicit overwriting of storage before reallocation
  • Deleted data can’t be directly accessed
• Equipment disposal approach: A third-party destruction service

Data importing and exporting

• Data export approach: Polaris includes a function for authorized users to export MARC21 bibliographic records and MARC21 authority records. The utility includes options for limiting the extracted records by status, modification date, record ID, or owner. You can include embedded item holdings information in the exported MARC21 records. Options are also provided for export in Dublin Core and MARC XML formats. All other data types can be exported using reporting tools in the following formats: Adobe pdf, CSV, Excel, HTML 4.0, MHTML, TIFF, Web archive, XML. Export profiles can be saved for routine automated export tasks.
• Data export formats:
  • CSV
  • Other
• Other data export formats:
  • MARC21
  • XML (Dublin core, MARC XML)
  • PDF
  • Excel
  • HTML
• Data import formats:
  • CSV
  • Other
• Other data import formats: MARC21

Data-in-transit protection

• Data protection between buyer and supplier networks:
  • TLS (version 1.2 or above)
  • IPsec or TLS VPN gateway
• Data protection within supplier network:
  • TLS (version 1.2 or above)
  • IPsec or TLS VPN gateway

Availability and resilience

• Guaranteed availability: Innovative offers a monthly infrastructure uptime target of 99.9% of Scheduled Up-Time to Client. Scheduled Up-Time means all of the time in a month that is not Scheduled Downtime or Third Party Unavailability. In the event that Innovative fails to provide Client with 99.9% infrastructure uptime for three consecutive months, Client will be entitled to receive a; credit equal to the prorated amount of the Fees for the period in which Innovative failed to provide such infrastructure uptime during such months upon receipt of written notice from Client.
• Approach to resilience: Resiliency and high-availability are achieved with redundancy throughout the equipment stack, mitigating risks. Innovative leverages infrastructure designed for 99.99% availability and provides for scalable computing capacity to provide exceptional performance. The virtualization stack is designed with high availability clusters and with committed resource allocations. The instances are deployed into clusters configured using XEN hypervisor technologies. New server instances boot up in minutes, controlled with web services APIs. This allows for scaling capacity as computing requirements change or in the event of a component failure.
• Outage reporting: Customers are notified via e-mail in the event of an outage and are kept informed with periodic status updates.

Identity and authentication

• User authentication needed: Yes
• User authentication:
  • Username or password
  • Other
• Other user authentication: Access to all library staff functions requires authentication. When a staff member logs in to Polaris, they use their domain credentials which are managed by a Microsoft Active Directory Domain Controller. Active Directory gives the staff member access to Polaris. Once successfully logged in, Polaris permission groups define what application functions the staff member is authorized to perform. Public users (library customers) can search without authenticating, but must authenticate to access their personal account record or library services.
• Access restrictions in management interfaces and support channels: All access to the hosted systems environment by Innovative cloud operations staff is managed through VPN using 2-factor authentication.
• Access restriction testing frequency: At least once a year
• Management access authentication:
  • 2-factor authentication
  • Dedicated link (for example VPN)

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 contact the support team to get audit information
• How long supplier audit data is stored for: Between 1 month and 6 months
• How long system logs are stored for: Between 1 month and 6 months

Standards and certifications

• ISO/IEC 27001 certification: Yes
• Who accredited the ISO/IEC 27001: Schellman & Company, LLC
• ISO/IEC 27001 accreditation date: 17/12/2021
• What the ISO/IEC 27001 doesn’t cover: NA
• 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:
  • ISO 27017 (Cloud Security Controls)
  • ISO 27701 (Privacy Information Management)

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: Innovative has implemented an ISO 27001-certified Information Security Management System (ISMS) that addresses all aspects of information security across our organization, particularly in relation to our cloud hosted solutions. Our ISMS is managed by a dedicated Security Compliance Engineer and Data Protection Officer.

Operational security

• Configuration and change management standard: Supplier-defined controls
• Configuration and change management approach: Changes to Innovative customer systems, infrastructure and applicable software are managed by Innovative’s Change Advisory Board (CAB). Innovative’s CAB is a group of Innovative employees that represent, IT, Security, Support, Services, and Engineering departments and they are responsible for reviewing and approving any requests for changes. All changes to Innovative’s infrastructure must be reviewed. Any request for a change must be documented, including impact analysis.
• Vulnerability management type: Supplier-defined controls
• Vulnerability management approach: Innovative performs annual vulnerability and penetration scans of hosted systems as a part of our ISO27001 certification as well as targeted application vulnerability assessments as needed on an ad hoc basis. All findings are reviewed with each item tracked discreetly, and issues identified are addressed on a prioritized risk assessment basis. The IDS/IPS solutions offer key features to help protect virtual instances, alerting administrators of malicious activity and policy violations, as well as identifying and taking action against attacks. Electronic intrusion detection systems are installed within the data layer to monitor, detect, and automatically alert appropriate personnel of security incidents.
• Protective monitoring type: Supplier-defined controls
• Protective monitoring approach: Innovative network operations center monitors systems 24x7x365 for unusual activity and other indications of intrusion or unauthorized access. If there is any indication of potential unauthorized access or disclosure of confidential data, we immediately notify our designated contacts at the affected institution by any and all means (email, telephone) and to work directly with that institution on the details of our investigation and remediation efforts.
• Incident management type: Supplier-defined controls
• Incident management approach: Security related incidents are a top concern at Innovative and are addressed through a documented Security Incident Response plan defined in our ISMS. Incidents are reported and tracked using an enterprise level ticketing system ensuring prompt action and fast resolution as well as providing visibility into actions taken and issue resolution. Evidence collection, root cause analysis and lessons learned are key components of Innovative’s incident response plan along with the ability to escalate issues to top executives if necessary.

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: No

Social Value

• Fighting climate change:

  Fighting climate change

  Innovative, as part of the Clarivate Group is committed to fighting climate change:; 1. By powering the ideas and innovations that will ultimately help solve the climate change problem, by using our position in the IP industry.; 2. By reducing our own footprint, by implementing actions that raise awareness and reduce our own consumption, therefore helping to positively impact climate change for years to come.
• Covid-19 recovery:

  Covid-19 recovery

  Innovative has commissioned work about the impact of Covid on public libraries - see https://www.iii.com/resources/research-report-impact-of-covid-lockdowns-on-public-libraries/ ; We have also run public webinars on the subject in cooperation with LibrariesConnected and others ( https://www.iii.com/event/webinar-public-library-recovery-lessons-and-opportunities-from-the-covid-19-crisis/ )
• Tackling economic inequality:

  Tackling economic inequality

  As a company focused on public libraries, Innovative Interfaces fully supports the role of public libraries in tackling economic inequality, by making educational resources, literacy, study spaces, internet access, maker-spaces and more available to the general public.
• Equal opportunity:

  Equal opportunity

  Innovative Interfaces supports equal opportunities by supporting its public library customers in providing an equitable and accessible service for all.; Regarding the company's own employment practices: ; The company is committed to providing equal opportunities to all employees and applicants for employment ensuring the avoidance of discrimination on the basis of but not limited to: age; disability; sex/gender; gender reassignment; sexual orientation; pregnancy and maternity; parental status; marital status and civil partnership; race, colour, nationality, ethnic or national origin; citizenship status; religion or belief; trade union membership or activities. The Company aims to ensure that individuals are selected, promoted and treated on the basis of their relevant talents, skills and abilities. All employees are encouraged to take advantage of the opportunities that exist for them to develop and reach their full potential.
• Wellbeing:

  Wellbeing

  Innovative Interfaces supports libraries in making wellbeing advice and help available to the public.; As regards the company's own policies towards its staff, the company has monthly wellbeing tips for staff, and mental health sessions.

Pricing

• Price: £5,900 a unit a year
• Discount for educational organisations: Yes
• Free trial available: No

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 james.baker1@clarivate.com. Tell them what format you need. It will help if you say what assistive technology you use.