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Idox Software Limited

CAFM Explorer

Idox’s CAFM Explorer enables FMs and their teams to manage a Reactive Helpdesks, manage Preventive Planned Maintenance (PPM), Risk Assessments, Compliance, a Mobile Workforce, Property Portfolios, Real Estate, Asset Management and Maintenance, Cost Control, Resource booking and Room Booking. CAFM (Computer Aided Facilities Management) and IWMS (Integrated Workplace Management System).


  • Enterprise solution: Functionality to manage facilities within one CAFM/IWMS system
  • Maintenance: PPM planned maintenance, Reactive Helpdesk and Compliance
  • Asset Management: Full lifecycle management, cost planning, reporting, barcode scanning
  • Automatic notification, monitoring and alerting of health and safety information
  • Compliance Management: Monitoring, planning and scheduling of planning activities
  • Mobile access with full visibility of risks, documentation, and history
  • Dashboards: Monitoring works, key SLA reports, KPIs and full auditability
  • Document Control: Expiry, notification and tracking of key documents
  • Property Management: Lease, tenure, break tracking, notifications, and reminders
  • Cost Control: Operation costs, budget assignment, full visibility, and forecasting


  • Fast ROI: Financial savings, extended asset life, reduced service downtime
  • Improve decision making: Access to real-time information
  • Increase efficiency: Streamlining of processes, better utilisation of resources
  • Single source of truth: Central source for all information
  • Reduce risk: Compliance monitoring, dynamic risk assessments, checklists, audit trail
  • Maximise operational efficiency: Best utilisation of resources, scheduling etc
  • Manage contractors better: Traffic-light reporting, SLA Monitoring, Contract reminders
  • Accurate Forecasting: Budget preparation based on full cost analysis etc
  • Business Process Support: Solution driven by facilities professionals


£6,915 a unit

  • Free trial available

Service documents

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G-Cloud 13

Service ID

7 5 0 2 3 2 4 7 2 7 1 1 7 5 1


Idox Software Limited
Telephone: 0333 011 1200

Service scope

Software add-on or extension
Cloud deployment model
Private cloud
Service constraints
System requirements
Accessed from a web browser

User support

Email or online ticketing support
Email or online ticketing
Support response times
According to our SLA - provided during G-Cloud clarification stage.
User can manage status and priority of support tickets
Online ticketing support accessibility
WCAG 2.1 A
Phone support
Phone support availability
9 to 5 (UK time), Monday to Friday
Web chat support
Onsite support
Yes, at extra cost
Support levels
According to our published SLA - provided during G-Cloud clarification stage.
Support available to third parties

Onboarding and offboarding

Getting started
There are a number of training courses customised to client requirements based on the type of user. Full Administrator training is provided along with "train the trainer" courses. End users do not typically require training as the system is easy to use and video links and crib sheets are provided.
Service documentation
Documentation formats
  • PDF
  • Other
Other documentation formats
Microsoft Word
End-of-contract data extraction
Every field within CAFM Explorer can accept imports of data and can export to Excel so the customer at all times has full control and access to all their data. There is also a SQL backup of the database and offsite licence of the software available if required.
End-of-contract process
CAFM Explorer allows every item of data to be exported into csv or Excel format. As such transfer to an alternative service provider is achievable at no additional cost.

Using the service

Web browser interface
Supported browsers
  • Internet Explorer 11
  • Microsoft Edge
  • Firefox
  • Chrome
  • Safari
  • Opera
Application to install
Compatible operating systems
  • Android
  • IOS
  • Linux or Unix
  • MacOS
  • Windows
  • Windows Phone
Designed for use on mobile devices
Differences between the mobile and desktop service
CAFM Explorer can be accessed using any standard web-browser. The administration module can be accessed via Citrix.
The CAFM Web and CAFM mobile components of the solution support access and delivery on mobile devices, thus supporting remote and onsite working.
CAFM Web is a web-based Help Desk solution which enables your organisation to deliver support services to employees and customers through a central web-based Help Desk. It supports user help desk requests and contractor and engineer access.
CAFM Mobile enhances the efficiency of a Maintenance Team by enabling Work Orders to be issued to a Trades Person’s mobile device onsite.
Service interface
User support accessibility
None or don’t know
Description of service interface
The service users interface interface using a web browser.
Accessibility standards
None or don’t know
Description of accessibility
The Administrative web portal is connected via a Citrix receiver. This is only for core system administrators. All other users connect via either a mobile, browser or tablet device.
Accessibility testing
Customisation available
Description of customisation
System Administrators can configure:
• All reference data such as service levels, property codes and activity categories.
• Web look and feel
• Labels, wording and terminology
• Reference data (such as group codes, SLAs, asset types, building categorisation)
• Workflow – to reflect customer business processes and escalation procedures


Independence of resources
The solution can be scaled to provide resilience by implementation of load balanced Application Servers and replication of Databases across multiple servers with failover where required.


Service usage metrics


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
Data storage and processing locations
United Kingdom
User control over data storage and processing locations
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
Encryption of all physical media
Data sanitisation process
Data sanitisation type
Explicit overwriting of storage before reallocation
Equipment disposal approach
A third-party destruction service

Data importing and exporting

Data export approach
Via the admin user console
Data export formats
Data import formats

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
98% availability per 30 day period
Approach to resilience
All components of the system have redundancy built in to remove single failure points, and the application is horizontally scalable. We also use HA at the VM level where appropriate and SANs etc. We can provide more information on request.
Outage reporting
Outages are reported via the Idox Service Desk and where applicable the login page.

Identity and authentication

User authentication needed
User authentication
Username or password
Access restrictions in management interfaces and support channels
Management access is permitted only from internal networks, themselves requiring two factor authentication to access. Access control lists restrict access.
Access restriction testing frequency
At least every 6 months
Management access authentication
2-factor authentication

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
No audit information available
How long system logs are stored for
Between 1 month and 6 months

Standards and certifications

ISO/IEC 27001 certification
Who accredited the ISO/IEC 27001
QMS International Ltd
ISO/IEC 27001 accreditation date
What the ISO/IEC 27001 doesn’t cover
Certification covers all functions and services of Idox Software Ltd.
ISO 28000:2007 certification
CSA STAR certification
PCI certification
Cyber essentials
Cyber essentials plus
Other security certifications

Security governance

Named board-level person responsible for service security
Security governance certified
Security governance standards
ISO/IEC 27001
Information security policies and processes
All divisions of Idox, follow the ISO27001 accredited Information Security Management System of Idox Software Ltd.
This ISMS covers all business functions including but not limited to, information systems, networks, physical environment, incident/threat management, project & contract management and personnel management. Information security awareness training is conducted to ensure policies are communicated and ongoing annual internal reviews and auditing is conducted to ensure processes are followed. The system and controls are also externally verified an certified annually as part of the ISO 27001 certification process. Risks raised through internal and external audits are reviewed at management meetings by the information security manager, the appropriate head of business and a board representative.

Operational security

Configuration and change management standard
Conforms to a recognised standard, for example CSA CCM v3.0 or SSAE-16 / ISAE 3402
Configuration and change management approach
IT change management processes are carried out using Change Requests and records are maintained within the Change Management system. All concerned parties are informed of the status of the request as changes or progress is made as applicable.
Vulnerability management type
Conforms to a recognised standard, for example CSA CCM v3.0 or SSAE-16 / ISAE 3402
Vulnerability management approach
We monitor OWASP and various vendor alert sources for emerging vulnerability intelligence and patching data. A combination of web application scanning, host vulnerability scanning, and external perimeter proactively identifies any design, configuration, or patching weaknesses. When identified, any threats are assessed in context and where warranted, mitigations are implemented in accordance with their severity. These controls and processes are monitored as part of our ongoing ISMS/ISO27001 auditing programme.
Protective monitoring type
Conforms to a recognised standard, for example CSA CCM v3.0 or SSAE-16 / ISAE 3402
Protective monitoring approach
Monitoring tools are used to measure server performance metrics as well as storage and network/bandwidth utilisation and unusual server/network/perimeter activity. The alerts from these systems are actively monitored and reviewed and any potential intrusion attempt is raised in line with our security incident reporting procedure for further investigation.
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
Incidents or suspected incidents are raised to internal service desk and reviewed by the information security manager. They are allocated a risk reference, entered into the information security risk log and tracked until closure. In the case of major incidents, an Incident Response Team will be formed as required with key personal required to investigate and take necessary actions, and a major incident report will be produced.

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

Social Value

Fighting climate change

Fighting climate change

Idox has adopted the metrics set out in the 3 scopes of the Greenhouse Gas Protocol. We have a target to achieve net zero carbon emissions for these scopes by 2040 by eliminating, reducing or offsetting carbon emissions.

In Scope 1 we will eliminate all equipment in offices which produce direct emissions and replace these with energy efficient, electric alternatives. We will eliminate emissions from company owned vehicles by replacing these with electric alternatives

In Scope 2 we will reduce electricity usage through Energy Savings Opportunity Scheme audits and will eliminate the purchase of electricity which does not come from renewable sources

In Scope 3 we will reduce business travel through remote working and on line collaboration tools. We will eliminate travel by private vehicles which produce emissions and we will offset emissions from public transport used for business travel and from hotel stays either by choosing operators offering direct offset or by engaging in a compensating carbon offset programme. We will eliminate waste by removing single use plastic products and reduce waste from our offices by ensuring effective recycling of waste, including paper and will offset any non-recyclable waste by engaging in a compensating carbon offset programme. We will eliminate waste from surplus equipment by passing this on for re-use in support of our social contribution wherever possible, where this is not possible we will reduce waste by fully recycling the equipment and we will offset residual emissions in a compensating carbon offset programme.

We are strengthening Idox’s performance as an all-round responsible business that makes a valuable contribution to society, has good governance embedded in its culture and processes, and is on target to achieve net zero carbon emissions.

Our gross GHG emissions of CO2 (tCO 2e) are reported yearly in our published Annual Report.
Tackling economic inequality

Tackling economic inequality

Idox is focused on building a sustainable business that will benefit its customers, employees, shareholders, wider society and the environment. We take our environmental, social and governance (ESG) responsibilities very seriously. We have implemented substantial changes across our business to create a more diverse, transparent and sustainable business. In future, we will do more to measure and drive our performance.

How we will deliver social and economic benefits to Buyers and the wider community:

We will address the social value requirements and the delivery of social and economic benefits to Buyers and their communities on a contract by contract basis.

We understand that social value forms part of contract commitments to our public sector Buyers. We work collaboratively with customers to support the specific targets and outcomes that are a priority with their boundaries.

Examples of social value we can deliver to our Buyers:
We can: facilitate skills workshops; make financial donations to fund places on training courses; fund community projects that work to tackle economic inequality, reduce the digital skills gap and create training opportunities for those who face barriers to employment and/or who are located in deprived areas, and support educational attainment; donate used IT equipment to VCSEs to support people in deprived areas; provide work experience placements in some localities.

We have a robust social value process and methodology which includes an annual review meeting where we can review our social value delivery performance with the Buyer. This annual review ensures we can understand the customer’s priorities and set appropriate targets for the year ahead, and continuously improve how we deliver social value, based on customer and community feedback and collaboration.
Equal opportunity

Equal opportunity

Diversity, Equality and Inclusion (DEI) are more than just words for us. They’re the hard-and-fast principles guiding how we build our teams, cultivate leaders and create a company that’s the right fit for every person inside of it. Our values and culture underpin our commitment to putting our people first.

At Idox we foster both a top-down and grassroots approach where we strive to create workplaces that reflect the communities we serve, and where everyone feels empowered to bring their full, authentic self to work.

Our guidance to our employees and suppliers concerned with recruitment, training, promotion and service delivery is outlined in our Equality and Diversity Policy which covers our responsibilities under the Equalities Act and how we deliver them. We are happy to provide a full copy of the policy upon request.

Idox has established clear goals to get to a gender balanced workforce by 2027. In order to tackle the issue of under representation in leadership, Idox is particularly focused on increasing the proportion of women in the people-leader tiers of the business to both correlate with the gender ratio of the company in general and to support the overall reduction of the gender pay gap specifically.

Our policies and initiatives that support Diversity, Equality and Inclusion include: Flexible working policy; Family friendly policies; Idox Elevate - a programme sponsored by Idox plc board members, committed to championing a truly inclusive culture; Pay Gap reporting - We publish our gender pay gap report annually on our website; Fair Pay - Idox is an accredited Living Wage Employer.


£6,915 a unit
Discount for educational organisations
Free trial available
Description of free trial
If required a free trial of the software is available. We will set up a live environment for customers to configure and use. It is recommended as part of the trial that some training is undertaken prior to using the system.
Link to free trial
This is created on a per customer basis.

Service documents

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 Tell them what format you need. It will help if you say what assistive technology you use.