IIZUKA Software Technologies Ltd

Case Manager Housing Support

IIZUKA Case Manager is a flexible, enterprise ready case management system. It is web-based and device agnostic. It captures, manages and tracks all client case interaction centrally and can be accessed securely by any authorised user with a suitable connection to the system. IIZUKA are ISO27001, ISO9001 and CESG+ accredited.

Features

• Highly secure, web-based case management
• Comprehensive casework tools including notes, tasks, assignment
• Flexible workflow system with status management, triggers and alerts
• End-user rather than IT configurable
• Powerful management information reporting and dashboard capabilities
• Secure audit of all system access and interaction
• Document and letter generation from configurable mail merge templates
• Staff protection features including lone worker risk assessments
• Remote access and fully mobile version
• Integration: Microsoft 365, Google Workspace and public API for others

Benefits

• Secure – relax, knowing your data is secure and protected
• Extremely quick to implement, start using the system almost immediately
• Online system means it can be accessed from anywhere
• Works with your existing business processes and workflows
• Improves ability to meet SLAs and KPIs
• Reduces administration overhead and costs
• Reduces cost of serving clients whilst improving service provison
• Manage complex and long-term cases with ease
• Comply to statutory reporting requirements effortlessly
• Share data securely with appropriate third parties

£45 to £120 a user a month

Service documents

• Pricing document

  PDF

• Skills Framework for the Information Age rate card

  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 Greg@iizuka.co.uk. Tell them what format you need. It will help if you say what assistive technology you use.

Framework

G-Cloud 14

Service ID

733869008304926

Contact

Greg Hayes
0121 2122030
Greg@iizuka.co.uk

Service scope

• Software add-on or extension: No
• Cloud deployment model:
  • Public cloud
  • Hybrid cloud
• Service constraints: No
• System requirements: Access to a standard internet browser

User support

• Email or online ticketing support: Email or online ticketing
• Support response times: Within 30 minutes during normal working hours
• 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: Yes, at extra cost
• Support levels: Normal UK working hours; 24 X 7 X 365 POA; TAM'S and cloud support engineers are provided as part of the subscription. Availability is dependent on size of the project.
• Support available to third parties: Yes

Onboarding and offboarding

• Getting started: A project manager is assigned who will work closely with your project team to determine what the best approach is to implementation. We also provide support on requirements gathering, process-mapping and other business analysis as part of our onboarding process. Users can be supported by various training methods. The most suitable method will be determined during implementation The available options are:; Onsite classroom style training for up to 10 users per day; On-line training for 30 people per day; Virtual learning environments; ; Help and guidance will be provided to the clients' project team to help facilitate the production of a Standard Operating Procedure manual specifically written for their solution.
• Service documentation: Yes
• Documentation formats: PDF
• End-of-contract data extraction: At the end of the contract IIZUKA can provide a database archive in PostgreSQL format (or SQL Server format for customers hosted with an SQL server database) that contains all system data in its raw form. Customers also have the option of receiving a copy of their data exported in a series of flattened CSV files. These can be accessed by customers through common text editors or spreadsheet software and allow the user to access the data more easily than from a database.
• End-of-contract process: The data transfer process as described is included in the price so at the end of the contract IIZUKA can provide a database archive in PostgreSQL format (or SQL Server format for customers hosted with an SQL server database) that contains all system data in its raw form. Customers also have the option of receiving a copy of their data exported in a series of flattened CSV files. These can be accessed by customers through common text editors or spreadsheet software and allow the user to access the data more easily than from a database.

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: Users of mobile devices that are connected online are able to access the system through their device's web browser and can use the same full functionality as desktop users. Case Manager's mobile user interface is responsive and can adapt to different devices, screen sizes, and orientations. On mobile devices, Case Manager can also offer features including offline access with sync, signature capture and automatic upload of photographs as case attachments.
• Service interface: No
• User support accessibility: WCAG 2.1 AAA
• API: Yes
• What users can and can't do using the API: Case Manager has a standards compliant web services based integration API. This offers a small number of key features that allow operations such as the creation of cases, the retrieval of case status information and the addition of notes via web services. Case Manager customers however often have complex integration needs and IIZUKA specialises in adding additional web services specific to the customer's needs.
• API documentation: Yes
• API documentation formats: PDF
• API sandbox or test environment: Yes
• Customisation available: Yes
• Description of customisation: Case Manager gives users the ability to configure and customise their system extensively through non technical tools available via the admin section. Users with the correct role and permissions can configure and add to Case Manager in the following areas:; ; Create and amend Workflows; Create and configure pick lists, menus, drop downs, text boxes etc; Author and amend reports; Create and administer dashboards; Create and update user access permissions; Users can change the colour scheme

Scaling

• Independence of resources: Case Manager is provided as a managed service that includes active monitoring and is deployed on a scalable infrastructure. Through active monitoring IIZUKA determines the capacities in use and can easily scale the available resources as customer demand increases. Each customer system is also allocated resources proportionate to its size and restrictions are in place that ensure systems do not exceed the allocated resources.

Analytics

• Service usage metrics: Yes
• Metrics types: Case Manager automatically captures metrics on a wide range of system aspects and allows users to access this information through management information reports and graphical dashboards. Example metrics that can be obtained include numbers of cases, clients or other records, number of logins by users, time spent by users, sizes and volumes of file attachments and many more
• Reporting types:
  • Real-time dashboards
  • Regular reports
  • Reports on request

Resellers

• Supplier type: Not a reseller

Staff security

• Staff security clearance: Other security clearance
• Government security clearance: Up to Security Clearance (SC)

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: Complies with a recognised standard (for example CSA CCM version 3.0)
• Penetration testing frequency: At least once a year
• Penetration testing approach: ‘IT Health Check’ performed by a CHECK service provider
• Protecting data at rest:
  • 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: Complying with a recognised standard, for example CSA CCM v.30, CAS (Sanitisation) or ISO/IEC 27001

Data importing and exporting

• Data export approach: Case Manager's reporting tools allow data feeds and exports to be produced as report templates. These can output data in practically any form, with typical options being CSV, XML, HTML and PDF. Customers can use standard exports provided by IIZUKA or can configure their own using the system's built in reporting tools.
• Data export formats:
  • CSV
  • Other
• Other data export formats: XML
• Data import formats: CSV

Data-in-transit protection

• Data protection between buyer and supplier networks:
  • 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)
  • IPsec or TLS VPN gateway

Availability and resilience

• Guaranteed availability: 99.5%.; ; If IIZUKA fails to meet the guarantee stated in the SLA, you are entitled to a credit in the amount of five per cent (5%) of your monthly recurring fee per half hour of downtime (after the initial four (4) hours of SLA downtime) for the affected service, up to one hundred per cent (100%) of the monthly recurring fee for the service for any calendar month.
• Approach to resilience: Available on request
• Outage reporting: Through 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: Management and support access is via a private, segregated network restricted to IIZUKA support personnel only, via network traffic filtering and VPNs, and physical and logical access control distinct from any application credentials.
• 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: Users have access to real-time audit information
• How long user audit data is stored for: At least 12 months
• Access to supplier activity audit information: Users have access to real-time 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: Alcumus
• ISO/IEC 27001 accreditation date: 09/06/2022
• What the ISO/IEC 27001 doesn’t cover: No exclusions
• ISO 28000:2007 certification: No
• CSA STAR certification: No
• PCI certification: No
• Cyber essentials: Yes
• Cyber essentials plus: Yes
• Other security certifications: Yes
• Any other security certifications: ISO:27001;2015

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: IIZUKA is ISO 9001, ISO 27001 and Cyber Essentials Plus accredited. We have established an information security management system based on ISO 27001:2013 that operates all the processes required to identify the information we need to protect and how we must protect it.; ; The ISMS is subject to continuous, systematic review and improvement. ; ; The company meets all regulatory and contractual requirements for Information Security. Information is only accessible to authorised persons on a need-to-know basis. Business continuity plans are established, maintained, and tested. All personnel are trained on information security and are informed that compliance with the policy is mandatory.; All breaches of information security and suspected weaknesses are reported and investigated.; A current version of this document is available to all members of staff on the company intranet. It does not contain confidential information and can be released to relevant external parties.; ; This information security policy was approved by the Board of Directors on Mon May 16 14:19:53 BST 2016 and is issued on a version controlled basis under the electronic signature of the MD.

Operational security

• Configuration and change management standard: Supplier-defined controls
• Configuration and change management approach: A Product Development and Change Control Process is used to manage the investigation, planning and delivery of new features, developments and enhancement of Case Manager. ; ; The stages of the product development are: Identified, Analysis, Approval, To Do, In Progress, Review, Pending, Deployment, Closed.; ; All product developments are assessed for impact and risk, including any changes that may affect security and/or personal data held in the operational Case Manager systems.; ; A product development must be specified and then approved through the Change Advisory Board (CAB) before it can move into full development.
• Vulnerability management type: Supplier-defined controls
• Vulnerability management approach: All IIZUKA’s information systems are within the scope of this vulnerability management process.; ; Responsibilities:; The Infrastructure Manager is responsible for monitoring vulnerabilities and vendors’ releases of patches and fixes and installing operational software updates, patches and fixes on the operational systems.; ; Procedure:; All software is kept up to date with the latest security fixes made available by the software vendors.; Identified vulnerabilities for organisational assets are prioritised. ; High value or high risk systems are treated ahead of other systems.; Appropriate patches will be evaluated and tested.; Notifications about vulnerabilities and available patches for each information asset are monitored.
• Protective monitoring type: Supplier-defined controls
• Protective monitoring approach: IIZUKA employs industry standard techniques for detection and prevention of malicious activity including network traffic filtering, network and host-based intrusion detection, web application firewalls and centralised log collection and analysis.; ; Monitoring events are logged and escalated through our established ISO27001 incident management process allowing analysis and mitigation within hours of detection.
• Incident management type: Supplier-defined controls
• Incident management approach: Management responsibilities and procedures are included in a Security Incident Response Process to ensure a quick and effective response. ; ; Reporting; Information security events must be reported to the Infrastructure Manager as quickly as possible as set out in our ISO:27001 policy; ; Assessment ; Information security events are assessed.; ; Response ; There's an established procedure for responding to information security incidents in Security Incident Response Process ; ; Learning ; The Infrastructure Manager uses the information gained from analysing and resolving information security incidents to reduce the likelihood of incidents.; ; Evidence is collected and presented as set out in ISMS DOC 13.4 Collection of Evidence

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 v3.0)

Public sector networks

• Connection to public sector networks: No

Social Value

• Social Value:

  Social Value

  • Fighting climate change
  • Covid-19 recovery
  • Tackling economic inequality
  • Equal opportunity
  • Wellbeing

  Fighting climate change

  IIZUKA is committed to reducing our carbon footprint and protecting our local environment. We are committed to achieving net zero by 2027 (see our Carbon Reduction plan for details - https://www.iizuka.co.uk/carbon-reduction-plan) . Our small company fleet are all electric vehicles and our energy supplier is 100% green. We reduce, reuse and recycle wherever possible and more than 70% of our staff cycle, walk or use public transport for their commute. We are also funding a local community environment project to protect and preserve local woodland for the local community (https://www.facebook.com/FoleyWood).

  Covid-19 recovery

  We support all five of the social value themes and detail our activities below, along with which themes they relate to. As Covid-19 recovery has significant crossover with all of these themes, we have not separated our activities in this area out, but included them among the others.

  Tackling economic inequality

  Since 2021 we have appointed four apprentices, all from our local community. We have offered roles to ‘mature’ apprentices (27+) allowing people a real opportunity to change track in their careers. We pay our apprentices well above the minimum apprentice salary. Two of our apprentices have come from a hospitality background, where their chances were limited and impacted by Covid 19.; We have also offered to sponsor apprentices for our larger customers, supporting them to employ young people in their local communities who can work on implementing or using our software.; In our wider community, we are partnered with St Basils, a local charity which supports young (aged 16-25) homeless people across Birmingham and the West Midlands into housing and work. We have donated almost £20,000 to the charity in the last 12 months and are currently working on a programme of volunteering to support their ‘You Can’ programme which helps young people get into work by providing mentors and advice on work applications, CVs and careers in software development.; Many of our suppliers are local SMEs. We pay our suppliers promptly, many within one week of receiving an invoice.

  Equal opportunity

  Our policy of recruiting the best people for our roles has currently resulted in a workforce that reflects the diversity of our local community, including 25% non-white/non-British, more than 20% female and 12.5% with a disability.; All staff employed by IIZUKA are paid a salary which equates to more than the national living wage, including our apprentices. We can confirm that any subcontractors pay their staff above the national living wage too. ; We provide in-work training and support to all staff, from short skills-based courses to supporting staff through degree programmes. ; Almost 20% of our workforce consider themselves to have a form of disability. We discuss an individual’s requirements with them and provide specialist equipment, for example standing desks, and flexible working practices, and we promote awareness throughout our workforce. We also provide any training or skills development identified.; We provide flexible working opportunities to all staff, including hybrid working to allow for working from home for up to three days’ per week. We have provided specialist equipment to facilitate working from home for those staff with specific needs. We also provide childcare vouchers as part of our benefits package to support those of our team with young children.; IIZUKA has published policies on Equal Opportunities and Disability and Modern Slavery which can be found on our website at www.iizuka.co.uk. Staff who are involved in recruitment, management and appraisals are also trained in how to identify and tackle signs of modern slavery and human trafficking. For our workforce, we have Grievance and Whistleblowing policies and procedures available via the company intranet (and shared with all new starters as part of their onboarding process), which also provide contact details of our independent human resources contractor, who is available to all staff for advice and support.

  Wellbeing

  We support the general health and wellbeing of our entire workforce. We have hosted wellbeing sessions for our team with specialists, and offer all of our workforce free (and anonymous) access to counselling services if they want them. One recent company session focused on mental health in the wake of the pandemic. ; All staff are also offered the opportunity to opt in to private healthcare as part of our benefits package. ; We also provide cycle facilities in the office, to facilitate staff cycling to work - around 25% of staff regularly cycle into work.; We accommodate staff with particular needs, for example we have standing desks to support physical wellbeing and engagement plans to support staff with mental health needs.

Pricing

• Price: £45 to £120 a user a month
• Discount for educational organisations: No
• Free trial available: No

Service documents

• Pricing document

  PDF

• Skills Framework for the Information Age rate card

  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 Greg@iizuka.co.uk. Tell them what format you need. It will help if you say what assistive technology you use.