GOVTECH SOLUTIONS LIMITED

Govtech webCAPTURE Rev&Ben digital process automation UCCTR for Claims/Discounts webCAPTURE Portal

Hosted digital process automation services for the capture, validation, loading and automatic processing of new Benefit claims, ATLAS files, day-to-day online Council Tax and NDR transactions, paperless e-billing and Council Tax Reduction as a Discount. We fully integrate with leading R&B application vendors such as Capita and NEC.

Features

• Digital process automation for Revenues and Benefits, Universal Credit
• Paperless e-Billing, Council Tax Reduction Discounts, ATLAS LCTR files
• New Claims and Changes in Circumstance
• Day-to-day, high volume Council Tax and Business Rates transactions
• Integrates with Granicus-Firmstep govService, IEG4, Victoria Forms, Netcall Liberty
• Integration via APIs supplied by Northgate, Capita, Civica, not robotics
• Fully integrates with Granicus-Firmstep govService My Account
• Supports authenticated and unauthenticated users
• Online transactions loaded and automatically processed using business rules
• Auto-indexing into all mainstream document management systems

Benefits

• Automated processing of Council Tax Moves and other Revenues transactions
• Business rules trigger interventions; document management work items prioritised
• Landlord Change of Tenancy notifications and Student Discounts
• Full govService suite of Revenues and Benefits web forms
• New Benefit claims validated and loaded without interention
• Pre-and-post summons repayment arrangements; Single Person Discount Reviews
• Auto-indexing classifies interventions into High, Medium, Low priority
• Full back-office integration and automation using APIs, not robotics
• Council Tax Reduction as a Discount; CTRaaD; LCTR Notifications; Atlas
• Business process as a service; business outcomes as a service

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 bid.team@netcall.com. Tell them what format you need. It will help if you say what assistive technology you use.

Framework

G-Cloud 15

Service ID

670607601528251

Contact

Andrew Melvin
01285 659286
bid.team@netcall.com

About your service

• Service categories:

  Applications

  Customer relationship management

  • Customer service
• Multi cloud support: No

Service scope

• Software add-on or extension: Yes, but can also be used as a standalone service
• What software services is the service an extension to: Provides the Revenues and Benefits integration component of a Customer Experience platform for local government.; ; Will accept content from any mainstream web form provider and integrates with any CX/CRM system.; ; Integrates with all main back-office Revenues and Benefits systems from Northgate Public Services, Capita and Civica
• Cloud deployment model: Public cloud
• Service constraints: Service available to the public for submissions on a 24 x 7 x 365 basis.; ; Integration and digital process automation services with back office systems operational only during normal Business Hours on English working days.
• System requirements:
  • Any mainstream Revenues and Benefits system
  • Any mainstream document management system
  • Any mainstream CRM system
  • Any mainstream web form vendor's solution
  • Full suite of Granicus-Firmstep Revenues & Benefits web forms available
  • Integrates only via vendor-licensed APIs; does not use robotics
  • Fully hosted; all components reside in DMZ, outside customer firewall
  • All components patched and maintained by Govtech

User support

• Email or online ticketing support: Yes
• Support response times: Online Help Desk available 24 x 7 x 365; ; Manned during normal UK business hours
• 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
• Support levels: Service is entirely hosted and all components required are supplied as part of the service. All maintenance and support is performed at the service centre except for local gateway components. Support and maintenance of all components is included in annual service fee.
• Support available to third parties: Yes

Onboarding and offboarding

• Getting started: A fixed price implementation service is provided covering installation, localisation of web forms, configuration of the integration service and support for user acceptance testing. A full test pack and test scripts are provided. eCAPTURE can be installed, configured, tested and accepted in 10 elapsed weeks; UCDS in 4 elapsed weeks; webCAPTURE in 14 elapsed weeks.
• Service documentation: Yes
• Documentation formats: PDF
• End-of-contract data extraction: N/A
• End-of-contract process: At the end of the contract, on an agreed date, service loaders will be disabled. The VPN supplied will be disconnected and the virtual Local Host may be decommissioned. No cost associated with these activities.
• Documentation accessibility standard: WCAG 2.2 AA

Using the service

• Web browser interface: Yes
• Supported browsers:
  • Microsoft Edge
  • Firefox
  • Chrome
  • Safari
• Application to install: No
• Designed for use on mobile devices: Yes
• Differences between the mobile and desktop service: No material differences
• Service interface: No
• User support accessibility: WCAG 2.2 AA
• API: Yes
• What users can and can't do using the API: Users must be licensed by their core system applications vendors for the relevant standard core system APIs
• API documentation: No
• API sandbox or test environment: Yes
• Customisation available: Yes
• Description of customisation: ECAPTURE and webCAPTURE are configurable to support local policies, practices and procedures. Configuration of the system is included within the standard set-up service and on-going configuration changes are provided free of charge.

Scaling

• Independence of resources: Govtech manages its own system resources in accordance with its ISO27001 accredited ISMS procedures, which are audited by the BSI. Each customer's hosted service is offered with a Service Level Agreement.

Analytics

• Service usage metrics: Yes
• Metrics types: Customers have access to secure online reporting facilities enabling them to report on demand on service usage and automation rates. This is complemented by periodic onsite service reviews where usage and automation statistics are jointly analysed and improvement recommendations offered.
• Reporting types:
  • Regular reports
  • Reports on request
• Resource tagging: No
• FOCUS resource tagging: No

Resellers

• Supplier type: Not a reseller

Staff security

• Staff security clearance: Conforms to BS7858:2019
• Government security clearance: 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: Supplier-defined controls
• Penetration testing frequency: At least once a year
• Penetration testing approach: ‘IT Health Check’ performed by a CREST-approved service provider
• Protecting data at rest:
  • Physical access control, complying with another standard
  • Encryption of all physical media
• Data sanitisation process: Yes
• Equipment disposal approach: Complying with a recognised standard, for example CSA CCM v4.0, CAS (Sanitisation) or ISO/IEC 27001
• Data sanitisation type:
  • Deleted data can’t be directly accessed / Cryptographic Erasure
  • Explicit overwriting of storage before reallocation / Secure Erase

Data importing and exporting

• Data export approach: Data is exported automatically by the hosted services in the format required to load this automatically using core system vendor licensed APIs.
• Data export formats: Other
• Other data export formats:
  • XML
  • PDF
• Data import formats: Other
• Other data import formats:
  • Data is entered into web forms
  • Data from landlords in Excel or CSV format
  • DWP-supplied HB Stop and LCTR Changes are xml files
  • Evidence upload supports image upload
  • Json
  • Structured and semi-structured documents including email

Data-in-transit protection

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

Availability and resilience

• Guaranteed availability: If Supplier web forms are adopted as part of the hosted service, target availability is 99.8%; ; Integration and digital process automation services, which load captured data into client systems, run only during normal Business Hours and target availability is 100%
• Approach to resilience: Govtech Information Security Management System contains all policies and procedures related to system resilience and disaster recovery. The ISMS is ISO27001 accredited, arrangements are tested regularly and compliance to the standard is audited bi-annually by the British Standards Institute. Copies of any ISMS policies and procedures are available upon request.
• Outage reporting: Email alerts are issued.

Identity and authentication

• User authentication needed: No
• Access restrictions in management interfaces and support channels: Access to administrative, management interfaces and Support Channels is restricted using layered controls:; Central identity (SSO) + strong MFA; Role-based access control (RBAC) + least privilege; Network and device constraints; Secrets handling and key material controls; Logging, alerting, and review; Admin actions are centrally logged ; Authenticated support entry points; Support requests are accepted via controlled channels (support portal/ticketing) tied to verified customer/user identities. ; Verified requester + authorization checks
• Access restriction testing frequency: At least every 6 months
• Management access 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: 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: At least 12 months

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 Essentials certified
• Information security policies and processes: All Information Security Policies and processes are documented/audited into ISO27001:2022 InfoSec Statement of Applicability. All process owners are internally/externally audited for compliance with policies set out in SOA below:; • Acceptable Use Policy; • Access Control Policy; • Anti-Virus Policy; • Audit Log Policy; • Backup Policy; • Business Continuity Policy; • Change Management Policy; • Clear Desk Policy; • Cloud Security Policy; • Code of Conduct; • Cryptographic Policy; • Data Classification Labelling and Handling Policy; • Data Ethics Policy; • Data Protection Policy; • Data Retention Policy; • Development Operational Change Control Policy; • Disposals Policy; • External Parties Access Control Policy; • Incident Response Plan; • Information Security Policy; • Infrastructure Monitoring Policy; • IT Change Management Policy; • Liberty Product Security Testing Policy; • Key Management Policy; • Keyholder Policy; • Major Incident Management Plan; • Network Access Control Policy; • Patching Policy; • Password Policy; • Quality Policy; • Records Management Policy; • Security Event and Incident Policy; • Security Guiding Principles; • Security Training, Awareness and Testing Policy; • Software Engineering Policy; • Software Testing Policy; • Supplier Management Policy; • Vetting Policy; ; All reviewed throughout the year and recorded in the Audit Calendar.
• Software Security Code of Practice: Yes

Operational security

• Configuration and change management standard: Supplier-defined controls
• Configuration and change management approach: Configuration and change management policies and procedures are described in the relevant ISMS documentation and copies may be supplied upon request. The ISMS is ISO27001 accredited and continuing compliance with these policies and procedures is audited bi-annually by the BSI.
• Vulnerability management type: Supplier-defined controls
• Vulnerability management approach: Vulnerability management policies and procedures are described in the relevant ISMS documentation and copies may be supplied upon request. The ISMS is ISO27001 accredited and continuing compliance with these policies and procedures is audited bi-annually by the BSI.
• Protective monitoring type: Supplier-defined controls
• Protective monitoring approach: Protective monitoring policies and procedures are described in the relevant ISMS documentation and copies may be supplied upon request. The ISMS is ISO27001 accredited and continuing compliance with these policies and procedures is audited bi-annually by the BSI.
• Incident management type: Supplier-defined controls
• Incident management approach: Incident management policies and procedures are described in the relevant ISMS documentation and copies may be supplied upon request. The ISMS is ISO27001 accredited and continuing compliance with these policies and procedures is audited bi-annually by the BSI.
• Post-quantum cryptography secure: Yes

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 v4.0)

Public sector networks

• Connection to public sector networks: Yes
• Connected networks: Public Services Network (PSN)

Pricing

• Discount for educational organisations: No
• Free trial available: No

Discount percentage by annual call-off contract value (excluding VAT)

• Less than £250,000: 0%
• Between £250,000 and £500,000: 0%
• Between £500,001 and £1,000,000: 0%
• Between £1,000,001 and £2,500,000: 0%
• Between £2,500,001 and £5,000,000: 0%
• Over £5,000,001: 0%

Non-mandatory Standards and certifications

• ISO/IEC 27001 certification: Yes
• Who accredited the ISO/IEC 27001: British Standards Institute
• ISO/IEC 27001 accreditation date: Thursday 11 January 2024
• What the ISO/IEC 27001 doesn’t cover: Govtech's Information Security Management System (ISMS) is accredited to the ISO/IEC 27001:2022 standard.
• ISO 28000:2022 certification: No
• ISO 9001 certification: No
• Quality management systems (QMS): No
• CSA STAR certification: No
• PCI certification: No
• Cyber essentials: Yes
• Please provide your Cyber Essentials Certificate Number: 47e45449-2841-47e4-b8da-e0fd5e7f92d2
• Cyber essentials plus: No
• Cyber Essentials Alternative: None of the criteria
• Other security certifications: No

Social value

• Section B - Commitment for Future: Delivery:

  • Mission: Kick start economic growth. To secure the highest sustained growth in the G7 - with good jobs and productivity growth in every part of the country making everyone, not just a few, better off.

    Policy Outcome 1: Fair work: That offers fair wages and good working conditions. Help people get a job, stay in work, and progress in their careers, with good employment opportunities across the country. Notes: Where there is a large proportion of labour costs in the contract, commercial teams should consider MAC in Outcome 1 as a priority

    • Providing opportunities for, and measuring and monitoring of, staff workforce conditions over time, including employee engagement, involvement in decision-making and satisfaction and adapting to any changes in the results, with clear processes for acting on issues identified
    • Plans to engage the contract workforce in deciding the most important workplace issues to address
    • Activities that support an environment where staff are educated about, and feel empowered to, address their physical wellbeing
    • Activities that support an environment where staff are educated about and feel empowered to report and address bullying and harassment
    • Payment of more than the National Minimum Wage or National Living Wage (as appropriate) to the contract workforce
    • Understanding of the modern slavery risks and issues affecting the market, industry, sector or country (of origin or of source) relevant to the contract, and the workforce in the supplier’s own organisation and those of its key subcontractors
    • Outline policies and practices to be applied to or put in place for the contract to mitigate and manage modern slavery risks, including: Pre-employment checks, recruitment practices. Workplace conditions, safeguarding plans and processes in place and regular monitoring with relevant groups considered, which may include sampling

  • Mission: Make Britain a clean energy superpower: To cut bills, create jobs and deliver security with cheaper, zero-carbon electricity by 2030, accelerating to net zero

    Policy Outcome 4: Sustainable procurement practices: Reducing carbon footprints, minimising waste, and promoting the use of clean energy and green technologies.

    • Understanding of opportunities for additional environmental benefits delivery in the performance of the contract, including working towards net zero carbon emissions and use of clean energy and green technologies
    • Delivery of additional environmental benefits through the performance of the contract, including working towards net zero carbon emissions and use of clean energy and green technologies

  • Mission: Break down barriers to opportunity: By reforming our childcare and education systems, to make sure there is no class ceiling on the ambitions of young people in Britain

    Policy Outcome 6: Employment and training: For those who face barriers to employment

    • Inclusive and accessible recruitment practices, and retention-focused activities, including those provided in the Guide for line managers on recruiting, managing and developing people with a disability or health condition
    • Working conditions which promote an inclusive working environment and promote retention and progression

  • Mission: Build an NHS fit for the future: That is there when people need it; with fewer lives lost to the biggest killers; in a fairer Britain, where everyone lives well for longer.

    Policy Outcome 8: Increasing productivity through physical and mental wellbeing: In the supply chain and communities in the relevant area.

    • Understanding of issues relating to health and wellbeing, including physical and mental health, in the contract workforce

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 bid.team@netcall.com. Tell them what format you need. It will help if you say what assistive technology you use.