Stopford Information Systems

Stopford, agenda - Pest Control Appointment Booking System

Stopford's online appointment booking and diary management system allows councils to offer online appointment booking for council services, including pest control appointments.

As a bespoke solution, the system can be configured to the requirements of the organisation, enabling custom admin features, diaries, calendars, and online fields.

Features

• Online appointment booking for pest control
• Customisable appointment calendars
• Self-check-in software (tablet & mobile)
• Automatic correspondence generation (SMS, Email & Print)
• Staff Allocation
• Automatic survey functionality
• Built in reporting tools
• Service specific functionality
• KPI tracking for Arrived, Seen & Completed
• Postcode diary restrictions (service specific)

Benefits

• Streamline service functions and increase efficiency
• Reduce costs through channel shift
• Offers an online facing platform for customers to engage with
• Reduce missed appointments & wasted time
• Reduce human error and automate functions
• Quickly react to service or council changes
• Increase accountability & managerial insight
• Reduced carbon footprint
• Scale with your services
• Seamless integration for improved data sharing

£8,000 to £30,000 a licence a year

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

Framework

G-Cloud 13

Service ID

714750572987822

Contact

Scott Graham
01244319144
info@stopford.com

Service scope

• Software add-on or extension: No
• Cloud deployment model: Private cloud
• Service constraints: The system will require the buyer to submit their own styling templates to ensure that the online booking side is in line with the buyer's branding.; ; Stopford can provide additional services for clients that are unable to meet this requirement.; ; For service areas that require payment, clients will need to provide their own payment integration, any relevant documentation, and support any on-going costs issued from your payment provider.
• System requirements: Internet access

User support

• Email or online ticketing support: Email or online ticketing
• Support response times: Target response time is 2 working hours for SLA 1-4 and 40 working hours for general queries. All response times are for working hours and therefore do not include weekends
• User can manage status and priority of support tickets: Yes
• Online ticketing support accessibility: WCAG 2.1 AA or EN 301 549
• 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: Stopford have a single support level that is detailed as part of Stopford's SLA held within the service definition. Each issue or query raised is assigned an Impact level that is used to prioritise incidents and assign target response and fix times.; ; Stopford have a help desk that act as an account manager for all jobs and can be contacted at any time for updates or pass on any additional information relevant to the job.
• Support available to third parties: Yes

Onboarding and offboarding

• Getting started: During the customisation meeting Stopford will provide examples of best practice to help guide users. Users are provided with onsite training after the system has been customised and sent electronic user manuals after their training session.
• Service documentation: Yes
• Documentation formats: PDF
• End-of-contract data extraction: Stopford provide a SQL database backup of the data if the contract ends. Stopford can also provide CSV versions if necessary.
• End-of-contract process: Within the cost of the contract is: Site license for the agenda generic, One year support, One year hosting, Customisation and 1 day of Training.; ; Additional/optional costs include: CRM integration, SMS integration, Access Management integration (Azure Active Directory), Postcode lookup integration, BA consultancy and UX consultancy.

Using the service

• Web browser interface: Yes
• Supported browsers:
  • Internet Explorer 11
  • Microsoft Edge
  • Firefox
  • Chrome
• Application to install: No
• Designed for use on mobile devices: Yes
• Differences between the mobile and desktop service: The system is mobile responsive and as such has full functionality on mobile devices.
• 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: Third Party Account Login; CRM Integration
• API documentation: Yes
• API documentation formats: PDF
• API sandbox or test environment: Yes
• Customisation available: Yes
• Description of customisation: The web templates for the customer facing booking pages are provided by the buyer and can be customised in line with their branding.; ; During the implementation process, the customer will be able to make decisions on what options are presented to customer during booking, communication channels available (Email, Letters, SMS) and payment methods. ; ; Users are able to customise how their service operates within the backend of the system, with options for setting opening times, adding suppliers and more. ; ; Buyers can optionally expand on functionality using various add-on modules, including self check-in options and Contact Centre solutions.

Scaling

• Independence of resources: We utilise load balancing application servers so that demand is spread across multiple resources.; ; Because virtualisation is utilised, resources for peak demand can be added as required

Analytics

• Service usage metrics: Yes
• Metrics types: The system allows for reporting on a number of data points across the system including the number of couples using the system and their completion progress. Reports on payments can also be generated.; ; Analytics codes can also be embedded in the web pages.
• Reporting types: Reports on request

Resellers

• Supplier type: Not a reseller

Staff security

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

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: Managed by a third party
• Penetration testing frequency: Less than once a year
• Penetration testing approach: ‘IT Health Check’ performed by a Tigerscheme qualified provider or a CREST-approved service provider
• Protecting data at rest: Physical access control, complying with CSA CCM v3.0
• Data sanitisation process: Yes
• Data sanitisation type: Explicit overwriting of storage before reallocation
• Equipment disposal approach: Complying with a recognised standard, for example CSA CCM v.30, CAS (Sanitisation) or ISO/IEC 27001

Data importing and exporting

• Data export approach: Reports can be exported to Excel; Views are created for third party reporting tools
• Data export formats: CSV
• Data import formats: Other
• Other data import formats: The system does not require data upload

Data-in-transit protection

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

Availability and resilience

• Guaranteed availability: Stopford offer 99% up time on all products and have exceeded this up time on all products for all clients for the past ten years.
• Approach to resilience: Available on request
• Outage reporting: Email alerts

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: Within the management interface users can be assigned functions that they have access to, allowing for a wide variety of user levels and ensuring user access to areas of the system and particular functions are restricted.; ; If Access Management integration is part of the project (e.g. Azure Active Directory), then this can be used to centrally manage staff access outside of the system.; ; Support channels are not restricted as part of the support provider is user help. However changes to the system do require authorisation by a named client.
• Access restriction testing frequency: At least once a year
• 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: You control when users can access audit information
• How long user audit data is stored for: User-defined
• Access to supplier activity audit information: You control when users can access 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: ISO Quality Services
• ISO/IEC 27001 accreditation date: 06/05/2015
• 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: No
• Other security certifications: Yes
• Any other security certifications: Self Assessment for PCI Compliance

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: Policies and processes form part of our accreditation to ISO27001.; ; We are able to supply our statement of applicability and any of our process documentation upon request.; ; In line with ISO 9001 Stopford audit their processes and audit a random selection of jobs within the system to ensure that processes are being followed. If a process is not followed then a non conformance is raised, the member of staff informed and their performance reviewed. All non conformances are reviewed as part of the regular management review meetings.

Operational security

• Configuration and change management standard: Supplier-defined controls
• Configuration and change management approach: All Stopford products are regularly reviewed and thoroughly tested before release. Details of testing procedures can be supplied upon request.; ; Any changes made to the system are reviewed by staff internally in line with ISO 27001 and the risk of security issues from appropriate changes are assessed by high level developers before release.
• Vulnerability management type: Supplier-defined controls
• Vulnerability management approach: Stopford undertakes risk assessments as part of ISO 27001 certification and routinely reviews these assessments at management review meetings. If a vulnerability is identified and is classed as a major risk to client data then Stopford move to implement a fix to the software or server with 1 working day. Stopford assess risks through a variety of industry magazines and IT security news feeds.
• Protective monitoring type: Conforms to a recognised standard, for example CSA CCM v3.0 or SSAE-16 / ISAE 3402
• Protective monitoring approach: All servers utilise monitoring software, firewalls and antivirus software that should register compromises to the server. Stopford's immediate priority is ensuring that the compromise is contained and stopped. Once the incident is no longer ongoing Stopford will look to find the area of ingress and secure the server against a similar incident. If a compromise is identified then Stopford will look to secure the server within 1 hour of the compromise being identified.
• Incident management type: Conforms to a recognised standard, for example, CSA CCM v3.0 or ISO/IEC 27035:2011 or SSAE-16 / ISAE 3402
• Incident management approach: In line with ISO 27001 standards Stopford have a full business continuity plan that can be provided upon request.

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

  Our suite of online booking systems help to facilitate carbon reduction for organisations on a day-to-day basis by reducing the need for paper-based records and shifting engagement online. This includes reducing paper waste through automated emails and SMS, the production of digital reports, and a reduction in visitors travelling to offices directly by car for queries and bookings. Our cloud hosting provider is environmentally friendly as Stopford has selected hosting providers that meet or exceed our environmental policies. Stopford’s hosting provider uses 100% renewable energy sources and are ISO 50001 certified for energy management. ; ; Outside of direct product use, we as a company are conscious of our environmental impact and have adapted our internal practices to reflect our ambitions. We encourage public transport use by our employees when attending the office, and when travelling for corporate purposes, the company employs a public transport first policy, emphasising public transport use if possible and only use of private vehicles if transporting goods or equipment. In this regard, we invest in railcards for frequent travel to mitigate the CO2 emissions as a product of our activities. We have also invested in our team to support work-from-home practices, promoting our hybrid work approach to minimise travel emissions and offer greater flexibility to our staff. As with most software companies, we ensure that all staff duties can be performed electronically and do not require printing or physical copies, this includes our contracts which have all been digital in nature since 2016.
• Covid-19 recovery:

  Covid-19 recovery

  A number of Stopford systems are instrumental in the delivery of registration services functions in over 100 local authorities throughout the UK. During the pandemic, we took several actions to support the registration service at a time when the number of deaths was higher than most services could reasonably cope with. We adapted our systems to provide emergency functions, enabling registrars to manage the influx of deaths and to help with tasks such as cancelling or rescheduling thousands of weddings. We introduced functions in line with legislative changes brought in, such as telephone death appointments, and improved our online processes to reduce the strain on staff during an extremely busy time, including the creation of a mobile check-in option for appointments to reduce direct contact. ; ; In addition to supporting our existing clients, Stopford also provided COVID test centre bookings systems to a number of councils to help those authorities engage with members of the public more easily, reducing the admin and staff time involved in the process. ; ; Beyond our direct work with clients and non-clients alike, with COVID regulations now reduced, we are acutely aware of the benefits we can offer local client communities and their teams. Stopford have been offering all existing clients free online training to help introduce new staff to our systems and have been holding in-person training and events, which in turn, are generating secondary benefits to local economies. We run various in-person regional training sessions, which involve bringing together clients to a neighbouring district, helping invest in local hospitality and transport up and down the country. Our annual User Group is also held locally, helping support event venues, AV companies and caterers in a one-off event, benefiting the local supply chain.
• Tackling economic inequality:

  Tackling economic inequality

  In terms of direct product use, our booking and management solutions enable services to offer customer self-service via the organisation's website at a fraction of the cost per transaction of phone, letter, and face-to-face interactions. From booking acceptance, automated email distribution and real-time reporting, our bespoke solutions generate new efficiencies that benefit the wider community through cost savings that can be redistributed, while also providing an accessible platform for members of the public on mobile devices. ; ; Outside of direct product use, we work hard to support our team and those looking to gain skills in the local community. For existing staff, we pay above the National Minimum Wage, while also dedicating funding to upskilling staff members to support both their growth in their roles and future job prospects. For the wider community, we routinely offer work experience placements at Stopford, helping job seekers develop their CV, gain new skills, and build confidence in the workplace with the goal of improving their chances of landing their next role.
• Equal opportunity:

  Equal opportunity

  Our suite of solutions aim to simplify accessing public services for all, regardless of ability. With each system, our online processes are carefully tested for accessibility to ensure WCAG 2.1 AA standards are met, demonstrating our commitment to supporting an inclusive service for the entire local community. In addition to this, as a browser-based solution, our systems are not restricted to specific computers or require downloads to use, supporting any work from home policies and assisting those who are unable to travel to work for any reason.

Pricing

• Price: £8,000 to £30,000 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

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