Idox Software Limited

Idox Cloud Built Environment

Idox Cloud is a web-based SaaS software suite providing case management functionality for Building Control, Land Charges, Planning. Offers mobile/remote working. It provides: a public portal for self-service and online registers; document management, GIS, RESTful APIs for further integration; mobile apps; high availability.

Features

• Mobile Working
• Shared Services
• Cloud based
• Remote access
• Managed Service
• SaaS delivery model
• Real-time reporting
• Online services
• Agile development methodology
• Digital transformation

Benefits

• Digitally transform service provision
• Enable easy access to online citizen services
• Work on the move via any mobile device
• Achieve economies of scale across a Shared Service
• Managed Service with no support boundaries
• No requirement for 3rd party solutions
• No requirement for mobile working extensions
• ISO 27001 and Cyber Essentials Plus accredited for complete security
• Constantly evolving solutions through Agile methodologies
• Predictable ICT costs with no hidden extras

£686.40 a user a year

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

Framework

G-Cloud 13

Service ID

752277596246609

Contact

Jen.roberts@idoxgroup.com
0333 011 1200
frameworks@idoxgroup.com

Service scope

• Software add-on or extension: No
• Cloud deployment model: Private cloud
• Service constraints: No constraints.
• System requirements: Access to a modern web-browser

User support

• Email or online ticketing support: Email or online ticketing
• Support response times: Our Service Desk is operational Monday to Friday during business hours although requests for support can be logged 24/7. Questions or requests for support are prioritised in accordance with their severity and urgency. Our SLA for support is available during the clarifications stage of G-Cloud procurement.
• User can manage status and priority of support tickets: Yes
• Online ticketing support accessibility: None or don’t know
• 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: Our Service Desk is operational Monday to Friday during business hours although requests for support can be logged 24/7. Questions or requests for support are prioritised in accordance with their severity and urgency. Our SLA for support is available during the clarifications stage of G-Cloud procurement.
• Support available to third parties: No

Onboarding and offboarding

• Getting started: The standard implementation package typically includes the following service days (onsite or remote): ; ; Project Management; Configuration Consultancy; Training and associated Documentation; Data Migration; Development. ; ; Training will be delivered by one of our experienced trainers. Users will be given instructor-led sessions followed up by specific training exercises, split by User Roles. We use the “Train the Trainer” approach – training key System Super-Users to deliver cascade training to their teams. Alternative training delivery options will be considered. ; ; Training documentation provided to Council staff will be as follows: product user manuals; training exercises and questionnaires; customised training documentation acting as a workbook for trainees; online help area includes FAQs, videos, user manuals, release notes. ; ; The solution also has a full online product knowledgebase that can be viewed by any authorised user within the system at any time, including out of hours, through the embedded help widget – it is fully searchable.
• Service documentation: Yes
• Documentation formats: PDF
• End-of-contract data extraction: If a customer chooses to move to an alternative supplier and requires an extract of the data, We can provide this information in a standard format for a cost of £5,000. ; ; If the data is required in a different format or there is a bespoke requirement with regards to the data extract then effort to meet such requirements will need to be estimated and the work costed accordingly.
• End-of-contract process: There is an additional cost at the end of the contract as follows: ; ; If a customer chooses to move to an alternative supplier and requires an extract of the data, we can provide this information in a standard format for a cost of £5,000. ; ; If the data is required in a different format or there is a bespoke requirement with regards to the data extract then effort to meet such requirements will need to be estimated and the work costed accordingly.

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: The software is mobile by default and built using responsive technology. This enables users to enjoy the same experience regardless of the device in use. We also provide role based mobile apps if required for inspections.
• Service interface: Yes
• User support accessibility: None or don’t know
• Description of service interface: Web-browser.
• Accessibility standards: WCAG 2.1 AA or EN 301 549
• Accessibility testing: Details of testing available on demand. As the solution is fully browser based it will allow the use of assistive technology. The public facing elements of the proposed solution are WC3 compliant adhering to WCAG 2.1 AA Level.
• API: Yes
• What users can and can't do using the API: Our solutions are provided with a full suite of RESTful Application Programming Interfaces (APIs) as part of the support and maintenance subscription agreement, enabling straight-forward integration with 3rd party systems. We usually carry out these integrations (chargeable) in such a manner that the integration is minimally noticeable to the system user at a technical level, with the integration adopting consistent system workflows and UX features where applicable. We have 15+ years of experience in integrating with Local Government infrastructure through the utilisation of the API described. ; ; APIs are intended to help make the interaction within evolving ICT environments more efficient and user-friendly and will ensure that the Council will remain compatible with the current and future integration requirements associated with the proposed solution - enabling the straightforward push and pull of data to our systems.
• API documentation: Yes
• API documentation formats: HTML
• API sandbox or test environment: Yes
• Customisation available: Yes
• Description of customisation: The solution is highly configurable – it allows changes to business processes without the need for supplier input – System Administrators or users with the correct permissions can configure many elements of the solution via the Administration module including: Document templates and standard phrases; Communication codes; Enforcement types, applications types, inspection types; GDPR rules; Fees; Workflows and caseload management dashboards; Reports – statutory, user-defined, performance management, data imports and exports; Users accounts and permissions; Online portal services and public registers.

Scaling

• Independence of resources: We are committed to ensuring that our quality of service does not decrease as our customer base expands. To this end, we ensure we have adequate resources in place to deliver on the contracts that we secure.; ; Infrastructure is designed with scaling in mind so we are able to easily scale up with additional hardware for example as required.

Analytics

• Service usage metrics: Yes
• Metrics types: Service metrics available will be as agreed in the contract documents/service level agreements, Details available on demand.
• 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: At least once a year
• Penetration testing approach: Another external penetration testing organisation
• Protecting data at rest:
  • Physical access control, complying with SSAE-16 / ISAE 3402
  • Physical access control, complying with another standard
  • Encryption of all physical media
  • Scale, obfuscating techniques, or data storage sharding
• 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: Details available on demand.
• Data export formats: CSV
• Data import formats: CSV

Data-in-transit protection

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

Availability and resilience

• Guaranteed availability: 99% during working hours.
• Approach to resilience: All data is held within UK data centres. We make use of our own private cloud infrastructure to ensure the data is held and processed in a known location, and is not part of a public cloud or virtual cloud service outside our control. ; ; To provide resilience and availability, we have a secondary data centre with all systems and customer data being continuously replicated. In addition to this, we have nightly snapshots of the database layer, and weekly snapshots of the documents layer to a tertiary location.; ; We use redundant hardware with auto failover so a level of resilience is built in should any hardware fail.
• Outage reporting: All communication in the event of an availability incident will be to the customer's nominated contacts via our Service Desk – updates will be communicated via the customer portal, email or phone depending on the priority level of the incident.

Identity and authentication

• User authentication needed: Yes
• User authentication:
  • 2-factor authentication
  • Username or password
• Access restrictions in management interfaces and support channels: Systems used for the administration of infrastructure and software are dedicated systems connected to the secure management networks.; ; Access is restricted to Managed Service Staff and Service Desk operatives, access is change controlled and via the secure management channel; ; Idox uses management interfaces which are not accessible and are separate to consumer access. These channels are secured via Multi-Factor Authentication and accessible only from Idox supplied equipment.; ; Consumers (Contracting Authority staff) don't have access to underlying infrastructure to affect service. Service affecting actions are performed by authorised Idox staff only, over an MFA protected access.
• Access restriction testing frequency: At least once a year
• Management access authentication:
  • 2-factor 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: 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: QMS International
• ISO/IEC 27001 accreditation date: 27/05/2021
• What the ISO/IEC 27001 doesn’t cover: Certification covers all functions and services of Idox Software Ltd.
• ISO 28000:2007 certification: No
• CSA STAR certification: No
• PCI certification: No
• Cyber essentials: Yes
• Cyber essentials plus: No
• Other security certifications: No

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: 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 and 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: No

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.

Pricing

• Price: £686.40 a user a year
• 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 frameworks@idoxgroup.com. Tell them what format you need. It will help if you say what assistive technology you use.