ROUTEWARE LIMITED

Routeware Education & Outreach

Our education & outreach applications are used by citizens on council websites or apps to educate residents on proper recycling process to reduce contamination, inform residents of collection days and issues, promote self-service to reduce call volumes. Routeware is the new home for the Webaspx and ReCollect solutions.

Features

• Recycling education and outreach
• Online collection calendars
• Recycling education games
• Kerbside waste audit
• Bulky waste collections
• HWRC booking
• Mobile apps
• Voice assistant and search
• Recycling item search

Benefits

• Increase recycling rates
• Reduce contamination and wishcycling
• Communicate waste and recycling programme changes
• Communicate service disruption
• Improve customer service
• Reduce time and cost of printed materials
• Reduce resident complaints
• Connect with citizen using digital channels
• Generate accurate management information and feedback
• Increase resident engagement and participation

£1,236 to £41,472 a licence a year

Service documents

• Pricing document

  PDF

• Service definition document

  PDF

• Terms and conditions

  PDF

• Modern Slavery statement

  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 ukmarketing@routeware.com. Tell them what format you need. It will help if you say what assistive technology you use.

Framework

G-Cloud 14

Service ID

696139538433716

Contact

Frameworks Team
02031379763
ukmarketing@routeware.com

Service scope

• Software add-on or extension: No
• Cloud deployment model: Public cloud
• Service constraints: None
• System requirements:
  • Supported browser
  • Internet Connection

User support

• Email or online ticketing support: Email or online ticketing
• Support response times: Technical support issues logged through our standard support email or standard support telephone number will receive a response within 1 working day. Where possible a solution will be provided with the response. Where this is not possible, we will liaise with you to diagnose and resolve the fault.
• 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: No
• Support levels: Standard software support and maintenance is offered at no additional cost to the subscription fee. Where users require additional configuration or training on the use of the software then we offer this as a chargeable service.
• Support available to third parties: No

Onboarding and offboarding

• Getting started: Our onboarding process begins with a project initiation meeting, which includes defining how the system needs to be configured to support the customer. At this point, we will also arrange the necessary training programme for all users of the system.
• Service documentation: Yes
• Documentation formats: PDF
• End-of-contract data extraction: If a customer indicates they wish to stop using our software, we will agree with them the process for extracting and providing any required service data. Our standard support fees will apply and any third-party charges we incur would also be charged to the customer.
• End-of-contract process: At the end of a contract, following any agreed data extraction and provision we would then decommission the service and delete from our systems. Our standard support fees will apply and any third-party charges we incur would also be charged to the customer.

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: The service can be used on a mobile device and we provide a resident app for citizens to engage and interact with their council.
• Service interface: Yes
• User support accessibility: None or don’t know
• Description of service interface: The user interface allows users to view data and reports, perform tasks and configure the system.
• Accessibility standards: WCAG 2.1 AA or EN 301 549
• Accessibility testing: Application are tested against industry standards.
• API: Yes
• What users can and can't do using the API: Our API provides a range of functions and can discussed with buyers prior to purchase.
• API documentation: Yes
• API documentation formats:
  • HTML
  • PDF
• API sandbox or test environment: No
• Customisation available: Yes
• Description of customisation: Users can configure the interface design by amending their user preferences.

Scaling

• Independence of resources: The use of our service by one customer does not affect the availability to other customers. We use hosting services provided by AWS and with regular checks ensure that each customer has the appropriate capacity available to them.

Analytics

• Service usage metrics: Yes
• Metrics types: We provide a range of metrics covering system availability and user access.
• 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)
  • Other locations
• User control over data storage and processing locations: No
• Datacentre security standards: Managed by a third party
• Penetration testing frequency: Less than once a year
• Penetration testing approach: Another external penetration testing organisation
• Protecting data at rest: Other
• Other data at rest protection approach: The service is built on the AWS platform, which includes tools to safeguard data.
• Data sanitisation process: Yes
• Data sanitisation type: Deleted data can’t be directly accessed
• Equipment disposal approach: A third-party destruction service

Data importing and exporting

• Data export approach: Users can export data from the system through various reports and exports functions.
• 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: Our service is available 24/7 to all registered users. The service is built on the AWS platform, which guarantees availability of 99.9%.
• Approach to resilience: The system architecture is designed to ensure that committed data is never lost and that maintenance operations are performed without affecting workload.
• Outage reporting: In the event of an outage our procedure is to report the situation to the customer by email.

Identity and authentication

• User authentication needed: Yes
• User authentication: Username or password
• Access restrictions in management interfaces and support channels: All users require a valid username and password in order to access the service and the data. Only Management and Support users with appropriate authorisation will be able to access specific actions and data.
• 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: At least 12 months
• Access to supplier activity audit information: Users contact the support team to get 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: The British Assessment Bureau
• ISO/IEC 27001 accreditation date: 20/11/2021
• 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: No
• Security governance approach: Security governance is the responsibility of the Senior Management Team and is documented in our Information Security Policy.
• Information security policies and processes: Routeware has an Information Security Policy which sets out the responsibilities, required behaviour and acceptable use for staff, contractor and supplier use of the Company’s information systems, networks and computers including laptops and mobile devices. We are also ISO 27001, Cyber Essentials and Cyber Essentials Plus certified.

Operational security

• Configuration and change management standard: Supplier-defined controls
• Configuration and change management approach: Our internal change management process collects and classifies change requests from all sources to ensure that their impact is understood and considered. We use standard software management practices to maintain the configurations of our solutions.
• Vulnerability management type: Supplier-defined controls
• Vulnerability management approach: The service is built on the AWS platform. Any security vulnerabilities identified will be patched and managed by AWS own rigorous processes. AWS automatically handles patching, backups, replication, failure detection, underlying potential hardware, software or network failures, deploying bug fixes, failovers, database upgrades, and other maintenance tasks.
• Protective monitoring type: Supplier-defined controls
• Protective monitoring approach: The service is built on the AWS platform. AWS provides a range of tools to monitor against security threats and to protect the services we provide to customers.
• Incident management type: Supplier-defined controls
• Incident management approach: The process for our staff to report security incidents is covered by our Information Security Policy. Where our customers identify a security incident affecting the use of our service this is logged with our Support Desk in the first instance following the procedure within our Quality Policy.

Secure development

• Approach to secure software development best practice: Supplier-defined process

Public sector networks

• Connection to public sector networks: No

Social Value

• Social Value:

  Social Value

  Fighting climate change

  Fighting climate change

  Our solutions and services are contributing to helping fight climate change. By far our most significant contribution to environmental sustainability is through the development of our software. Our technology supports substantial improvements in the environmental performance of our customers through significant reductions in vehicle numbers and miles travelled. The optimisation of routes and the reduction in repeat journey's for service vehicles leads to a reduction in mileage and associated emissions, helping to reduce the organisation's carbon footprint and pollution in the communities they work within.

Pricing

• Price: £1,236 to £41,472 a licence a year
• Discount for educational organisations: No
• Free trial available: No

Service documents

• Pricing document

  PDF

• Service definition document

  PDF

• Terms and conditions

  PDF

• Modern Slavery statement

  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 ukmarketing@routeware.com. Tell them what format you need. It will help if you say what assistive technology you use.