FORTESIUM LIMITED

Regulator Online - Fitness to Practice

Regulator Online – Fitness to Practise module allows regulatory bodies to manage their full FtP lifecycle. This includes concern/complaint creation, triage, case creation, investigation, investigation plan, risk assessment, anytime task tools, automated emails and reminders, prepopulated documents, case closure, outcomes, and a host of features to handle hearings and adjudication.

Features

• Client customisable complaints form, workflows and email templates
• Prepopulated documents, emails, and forms
• Bespoke calculation functions for risk assessments
• Pre-built workflows for GP medical record collection/OHA referrals
• Choice of FortMail multi factor login emails or Microsoft Outlook
• Multi pathway workflows for complex cases including Interim Orders
• PowerBI reporting including PSA submission templates
• Automatic reminders to external parties to reply to emails
• Everything needed to schedule and run hearings including committee selection
• Full audit and narrative trail on all complaints and cases

Benefits

• Work faster, smarter, and cleaner managing FtP processes
• Reduced costs and greater control as clients have full customisation
• Gold standard software built on the Microsoft stack of products
• Vast savings on labour intensive processes
• Portal access for all FtP contact types, groups and owners
• Continuous improvements and new features
• Over 1.2 million current users
• Fully responsive and Accessibility assessed
• Self-storing documents and emails
• Easy learning curve for new staff

• 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 julian.khan@fortesium.co.uk. Tell them what format you need. It will help if you say what assistive technology you use.

Framework

G-Cloud 15

Service ID

702795394822185

Contact

julian khan
0203 397 3712
julian.khan@fortesium.co.uk

About your service

• Service categories:

  Applications

  Enterprise resource management

  • Enterprise performance management
• 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: Can be used as full end to end standalone system for regulators, but implementation can also be approached as a much enhanced and scalable portal to partner with backend systems such as D365.
• Cloud deployment model: Public cloud
• Service constraints: No
• System requirements: Recommended to have a corporate VPN

User support

• Email or online ticketing support: Yes
• Support response times: Critical: 2 hour response, fix in 4 hours; Major Issue: 4 hour response, fix in 48 hours; Minor Issue: 8 hour response, fix in 72 hours
• User can manage status and priority of support tickets: Yes
• Online ticketing support accessibility: WCAG 2.2 AAA
• Phone support: Yes
• Phone support availability: 9 to 5 (UK time), Monday to Friday
• Web chat support: Yes
• Web chat support availability: 9 to 5 (UK time), Monday to Friday
• Web chat support accessibility standard: WCAG 2.2 AAA
• Web chat accessibility testing: TBA
• Onsite support: Yes, at extra cost
• Support levels: Support levels are standard across clients and support costs are included as part of our ongoing SaaS provision. Support issues are categorised on triage and response times are as follows; -Critical (L1). Description: Prevents core part of the system from working, there is no workaround - 2-hour response fix within 4 hours ; -Major(L2) . Description: There is a difficult workaround - 4-hour response fix within 48 hours ; -Minor(L3) . Description: There is an easy workaround - 8-hour response fix within 72 hours ; Support tickets are managed by a dedicated team of skilled and experienced Support Analysts. Each client has an Account Manager to escalate issues to if they are not satisfied with response times or outcomes.
• Support available to third parties: Yes
• AI chatbot: No

Onboarding and offboarding

• Getting started: We have a tried and tested implementation methodology which includes the following stages, Project Start Up > Pre-discovery > Discovery > Configuration (Including bespoke development and integrations) > Environments (establishing hosting arrangements) > System Testing > Data Migration > Training > User Acceptance Testing > Deployment > Hypercare > Transition to Support & Maintenance. Facilitated training can be provided on site or via Teams / Zoom etc. Bespoke training videos and user manuals are developed as standard.
• Service documentation: Yes
• Documentation formats: PDF
• End-of-contract data extraction: The client should provide written notice 6 months prior to intended contract end date. On the contract end date agreed, a back up of the data will be taken by Fortesium, the data will be encrypted and made available securely to the user. The client / user will have a period of 30 calendar days to review the data and ensure that it is downloadable in an acceptable format. After Fortesium receive written confirmation that the data has been reviewed and the client is content for data held in the cloud environment to be deleted the data will be deleted.
• End-of-contract process: The high-level steps are listed below:; • Receive written confirmation of decision to exit / end contract from client.; • Fortesium and client to agree timeframes for exit.; • Fortesium, client and, if necessary, the new supplier, to discuss and agree the scope and format of data to be transferred.; • Fortesium to draft an exit plan including key activities, roles and responsibilities, and milestone dates.; • Fortesium and client to agree and formalise exit plan – include any other relevant stakeholders.; • Enact exit plan as per agreed schedule following the below steps:; o Disable alerting services; o Turn off website; o Back up data in MS Azure – export the database to MS Azure storage in the client’s own resource group. Fortesium will provide access to this file within MS Azure and request that the client review and download / transfer within the timeframe agreed above (usually 30 calendar days); • Delete MS Azure app gateway; • Wait for agreed period to allow for client review and download / transfer; • Delete data services – Service Bus and any VMs; • Request final written confirmation that data can be deleted by Fortesium; • Delete databases in MS Azure
• Documentation accessibility standard: WCAG 2.2 AAA

Using the service

• Web browser interface: Yes
• Supported browsers:
  • Microsoft Edge
  • Firefox
  • Chrome
  • Safari
  • Opera
  • Other
• Application to install: No
• Designed for use on mobile devices: Yes
• Differences between the mobile and desktop service: UI is fully responsive on mobile devices using modern frameworks to ensure usability and accessibility requirements.; ; Testing for member portals is carried on on a variety of devices to ensure compatibility - full functionality is always available so mobile users aren't experiencing a cut down version of the system.
• Service interface: No
• User support accessibility: WCAG 2.2 AAA
• API: Yes
• What users can and can't do using the API: Our API are available to technical teams within customers organisation, they are not publicly accessible. Each action that can be carried out in our portal is available as an API .; ; Our customers would request set up for use of the API and we would exchange secure keys in order to allow them to access the APIs.
• API documentation: Yes
• API documentation formats: Open API (also known as Swagger)
• API sandbox or test environment: Yes
• Customisation available: Yes
• Description of customisation: Logos, colour scheme for branding; ; Emails; Email templates; ; Forms (for collection of organisation specific data from their users); Fields; Validation; Pre-population of data; ; Workflows (for processing form and payment collection); Workflow configuration; Mapping to users and groups; trigger emails; ; Search the register configuration (for public site searching capability); Indexing capability; Search configuration (selection of fields for both user selection and search results); Detail page results configuration

Scaling

• Independence of resources: Regulator Online Azure SQL databases are not shared between customers - they are independently provisioned in Azure and resourced at a level specifically for that customer.; ; Front end services are also similarly independent and scaled to ensure demand is dealt with on a per customer basis

Analytics

• Service usage metrics: Yes
• Metrics types: Any metrics can be provided based on client requirements via regular reports. Metrics required can be discussed and agreed at discovery stage to meet specific client needs. Typical metrics provided as an example however include; # support tickets raised; Support ticket response and resolution time as measure against SLA; System uptime and availability; System performance metrics - volume testing, response times etc; Security Incident rate
• Reporting types: Regular reports
• Resource tagging: No
• FOCUS resource tagging: No

Resellers

• Supplier type: Not a reseller

Staff security

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

Asset protection

• Knowledge of data storage and processing locations: Yes
• Data storage and processing locations:
  • United Kingdom
  • European Economic Area (EEA)
  • Other locations
• User control over data storage and processing locations: Yes
• Datacentre security standards: Complies with a recognised standard (for example CSA CCM version 4.0)
• 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 v4.0
• Data sanitisation process: No
• Equipment disposal approach: Complying with a recognised standard, for example CSA CCM v4.0, CAS (Sanitisation) or ISO/IEC 27001

Data importing and exporting

• Data export approach: Users can export their data in a range of different ways. PowerBI can be used to extract and analyse data for reporting, data extracts to CSV are possible throughout the solution and full data back ups are taken regularly and can be provided to the client as a full data back up in the format required.
• Data export formats: CSV
• Data import formats: CSV

Data-in-transit protection

• Data protection between buyer and supplier networks: Legacy SSL and TLS (under version 1.2)
• Data protection within supplier network: TLS (version 1.2 or above)

Availability and resilience

• Guaranteed availability: As a cloud hosted environment, our SLAs match those provided by Microsoft within the Microsoft Azure platform. During discovery phase Fortesium will identify the most appropriate availability service levels based on your requirements. Uptimes of up to 99.99% with service credits ranging from 10% to 100% of Azure hosting costs depending upon service level provided.
• Approach to resilience: Deployments are made using Microsoft Azure App Containers technology, a subset of kubernetes. Every aspect of the system is designed to run at dynamic scale and provide fault tolerance by use of containers. Backend data storage is in Azure SQL Server, which again can be provisioned at a level of resiliance to match our customers required availability SLAs.
• Outage reporting: Email alerts are used to track outages of our systems. We use internal dashboards and Azure platform dashboards to track and monitor each individual component of the platform.

Identity and authentication

• User authentication needed: Yes
• User authentication:
  • Dedicated link (for example VPN)
  • Username or password
• Access restrictions in management interfaces and support channels: Management interfaces are limited to customer VPN access only so users not on their VPN are unable to access the admin/management features of Regulator Online.
• Access restriction testing frequency: At least every 6 months
• Management access authentication:
  • Dedicated link (for example VPN)
  • 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 contact the support team to get audit information
• How long supplier audit data is stored for: User-defined
• How long system logs are stored for: User-defined

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: We are Accredited to ISO27001: 2022 standards and as such follow all associated policies and procedures including but not limited to:; • Mobile Device and Remote working policy; • Asset Management and Media Handling Policy; • Network Security and Access Control Policy; • User Access Management; • Cryptographic Controls; • Privacy Notice; • Back Up and Deletion Policy; • Logging and Monitoring Policy; • Acceptable Use Policy; • Software Development Policy; • Confidentiality Policy; A member of our Senior Management Team is the Information Security Management System Representative and reports to the rest of the Senior Management team any issues or new risks or threats relating to information security. The SMT has a formal ISO27001 review meeting annually and touch on risks and issues at weekly SMT meetings. All policies and processes are internally audited for compliance at a frequency set out in the standards. For recertification purposes a full external audit is conducted by a certified auditor annually.; ; We are also certified to Cyber Essentials Plus and as such ensure all devices are compliant with the latest security updates, undertake regular penentration testing and have all company devices registered in InTune to support consistent configuration management and device wiping.
• Software Security Code of Practice: Yes

Operational security

• Configuration and change management standard: Supplier-defined controls
• Configuration and change management approach: We use Team City, GitHub and InTune to support configuration management for software and devices. These tools allow us to track all changes to our solution through their lifetime and all changes undergo peer review and AI code review in GitHub prior to deployment. Additionally GitHub alerts our team to threats and suggests changes. As per our ISO27001 Software Development Policy any changes planned will be subject to a High Level Design process that includes a thorough and formal threat assessment to consider potential security risks at design stage and put in place plans to mitigate if required.
• Vulnerability management type: Supplier-defined controls
• Vulnerability management approach: We use an ISO27001 compliant SIEM tool to identify threats and recommend actions. The tool adds a rating to each threat to support assessment of the risk as it applies to Fortesium. We also conduct regular internal and external pen testing to identify threats and vulnerabilities. Our team take action to resolve or mitigate vulnerabilities in line with the risk rating attached. We are subscribed to the NCSC to receive regular threat reports which alert us to new and emerging threats. Server Patching timelines Critical / High Risk - 14 days, Medium - 21 days and Low - 28 days
• Protective monitoring type: Supplier-defined controls
• Protective monitoring approach: Use of an ISO27001 Compliant SIEM (Security Incident and Event Management) tool in Azure Environments flags alerts and offers a range of information on emerging threats and recommends remediations. We also conduct regular penetration testing conducted by an external expert and internally using pen testing tools. This allows us to identify vulnerabilities before they become compromises.
• Incident management type: Supplier-defined controls
• Incident management approach: As an ISO27001 accredited supplier we have a pre-defined and compliant Incident Management approach dictated by a comprehensive Incident Impact Analysis that risk rates a range of possible incidents and had a subsequent detailed Business Continuity Plan for those potential incidents rated as medium or high risk. User can report incidents in a variety of ways, through direct contact by phone, email or instant message with the Account Manager or any member of the team or via the service desk. Following an investigation the client and any other affected users will receive an incident and remediation report from Account Manager.
• 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: No

Pricing

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

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

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

Non-mandatory Standards and certifications

• ISO/IEC 27001 certification: Yes
• Who accredited the ISO/IEC 27001: NQA
• ISO/IEC 27001 accreditation date: Saturday 1 July 2023
• What the ISO/IEC 27001 doesn’t cover: The development network for one specific client where we do not have authority to influence the infrastructure arrangements
• ISO 28000:2022 certification: No
• ISO 9001 certification: Yes
• Who accredited the ISO 9001 certification: NQA
• ISO 9001 accreditation date: Saturday 1 July 2023
• What the ISO 9001 doesn’t cover: N/A the certification scope covers all aspects of our business.
• Quality management systems (QMS): Yes
• CSA STAR certification: No
• PCI certification: No
• Cyber essentials: No
• Cyber Essentials Alternative: In relation to the services you do not have a current and valid Cyber Essentials certificate which has been awarded by one of the government approved Cyber Essentials accreditation bodies but you are working towards gaining it, and will be in a position to confirm that you have been awarded a current and valid Cyber Essentials certificate by one of the government approved accreditation bodies within 12 months of the date of award.
• Cyber essentials plus: No
• Cyber Essentials Alternative: In relation to the services you do not have a current and valid Cyber Essentials Plus certificate which has been awarded by one of the government approved Cyber Essentials accreditation bodies but you are working towards gaining it, and will be in a position to confirm that you have been awarded a current and valid Cyber Essentials Plus certificate by one of the government approved accreditation bodies within 12 months of the date of award.
• 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

    • New or retained jobs on the contract workforce in the relevant area that meet the criteria set out in MAC 1b, 1c and 1d
    • 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
    • Employment contracts that reflect actual hours worked; steps taken to ensure employees understand their contracts and have the ability to review and adjust them if actual hours regularly exceed contracted hours
    • 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
    • Activities to cascade good practice on fair working conditions throughout the supply chain
    • Payment of more than the National Minimum Wage or National Living Wage (as appropriate) to the contract workforce
    • Monitoring and reporting of gender and ethnicity pay gaps and plans to address them where necessary
    • Entitlement to sick pay for the contract workforce, with provision in place for any staff who do not meet the earnings threshold for statutory sick pay, payment of sick pay from day one of absence and payment of staff on the contract workforce who are off sick a replacement income of 100% of their usual earnings for as long as possible
    • Understanding of in-work progression issues affecting the market, industry or sector relevant to the contract, and in the supplier’s own organisation and those of its key sub-contractors
    • Measures to support in-work progression to help people in the contract workforce, to move into higher paid work by developing new skills relevant to the contract
    • Support for educational attainment relevant to the contract, including training schemes that address skills gaps and result in recognised qualifications
    • Volunteering opportunities for staff
    • 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: 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 2: Skills for growth: Supporting growth sectors and addressing skills gaps.

    • Understanding of employment and relevant skills issues, and of the education and training issues relating to the contract. Illustrative examples: demographics, skills shortages, new opportunities in high growth sectors, geographic/local community and skills/employment challenges
    • Support for educational attainment relevant to the contract, including training schemes that address skills gaps and result in recognised qualifications

  • 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 3: Resilient, innovative and flexible supply chains: Support economic growth through enabling resilient businesses, opportunities for small businesses and voluntary, community and social enterprises

    • Understanding of the types of businesses in the market and the level of participation by new businesses, entrepreneurs, start-ups, SMEs, VCSEs and mutuals
    • Activities that demonstrate a collaborative way to work with a diverse range of businesses as part of the supply chain
    • Structuring of the supply chain selection process to ensure fairness (e.g. anti-corruption) and encourages participation by a diverse range of businesses, including with regard to new businesses, entrepreneurs, start-ups, SMEs, VCSEs and mutual
    • Understanding of local demographics, needs and opportunities for the co-design of the goods, services and works to be delivered under the contract
    • Plans for positive actions with community groups.
    • Support for community-led initiatives relevant to the contract. Illustrative examples: improving transport links; reducing loneliness; helping with English language proficiency; and facilitating social mixing among people with different backgrounds

  • 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
    • Understanding of how to influence staff, suppliers, customers, communities and/or any other appropriate stakeholders through the delivery of the contract to support climate and nature protection and improvement

  • 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

    • Understanding of employment and skills issues, and of the skills and employment shortages of high growth sectors relating to the contract
    • Creation of employment opportunities particularly for those who face barriers to employment, such as prison leavers, care leavers and/or who are located in deprived areas, and for people in industries with known skills shortages or in high growth sectors
    • Understanding of the issues affecting the representation of disabled people in the workforce in the market, industry or sector relevant to the contract, and in the supplier’s own organisation and those of its key sub-contractors
    • 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
    • Offering a range of quality opportunities with routes of progression if appropriate, e.g. T Level industry placements, students supported into higher level apprenticeships.
    • Working conditions which promote an inclusive working environment and promote retention and progression
    • Understanding of the issues affecting inequality in employment, skills and pay in the market, industry or sector relevant to the contract, and in the supplier’s own organisation and those of its key sub-contractors. Measures to tackle inequality in employment, skills and pay in the contract workforce
    • Inclusive and accessible development practices, including guidance for line managers on recruiting, managing and developing people with a disability or health condition

  • 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 7: Creating a pipeline of opportunities: For the contract workforce, reducing barriers to entry for under-represented groups.

    • Understanding of the issues affecting the development of new skills by target cohort
    • Understanding of the underlying factors affecting improvements to reduce barriers to entry and training schemes for the target cohort(s) related to the contract workforce
    • Other measures to offer development opportunities for the target cohort(s) in the contract workforce
    • Understanding of issues relating to entering the contract workforce
    • Creation of outreach activities to create a pipeline of employees for the future contract delivery
    • Content of the outreach activity is designed to suit the target cohort

  • 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
    • Understanding barriers to access to health and social care services or employment opportunities e.g. digital inclusion
    • Inclusive and accessible recruitment practices, development practices and retention policies that support-focused activities including those provided in the Guide for line managers on recruiting, managing and developing which support people with a disability or health condition

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 julian.khan@fortesium.co.uk. Tell them what format you need. It will help if you say what assistive technology you use.