askporter

askporter Housing

AI tenant communication and repairs platform for housing associations, councils and ALMOs. Residents report repairs and ask questions 24/7 via WhatsApp, voice, SMS, webchat and email. Automated triage, damp and mould reporting with Awaab's Law audit trail, appointment reminders, TSM surveys. Multilingual. Integrates with your housing management system.

Features

• 24/7 AI tenant contact via WhatsApp, SMS, email, webchat, voice
• Automated repairs reporting with asset-aware questions and photo diagnosis
• Damp and mould reporting with Awaab's Law audit trail
• Tenancy, policy and property questions answered instantly, any language
• Appointment reminders and rescheduling to reduce no-access visits
• Outbound campaigns: TSM surveys, welfare checks, compliance outreach
• Vulnerability-aware prioritisation and escalation to your customer service team
• Integrates with housing management systems: Salesforce, MRI, Civica, ...
• Agent assist: guided AI prompts for contact centre advisors
• Accessible, multilingual, no app download and no resident login

Benefits

• Fewer inbound calls: residents self-serve 24/7 without queueing
• Faster repairs: complete information captured at first point of contact
• Higher first-time fix rate and fewer repeat visits
• Fewer no-access visits through automated access reminders and rescheduling
• Evidenced Awaab's Law compliance with a complete audit trail
• Lower contact centre cost without reducing service levels
• Out-of-hours cover without additional staffing or overtime
• Works alongside existing systems: no rip and replace
• Inclusive access for every resident, any language, any channel
• Improved Tenant Satisfaction Measures scores through proactive communication

• 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 marc.watkins@askporter.com. Tell them what format you need. It will help if you say what assistive technology you use.

Framework

G-Cloud 15

Service ID

753344928232650

Contact

Marc Watkins
07795036394
marc.watkins@askporter.com

About your service

• Service categories:

  Application Development and Deployment

  AI platforms

  AI software services

  • Conversational AI Software Services
  • Computer Vision AI Software Services
• 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: Extension to CRM, Contact Centre Software, CAFM, Scheduling and Property Management software. askporter can also be used as a stand alone repairs and maintenance reporting and communications platform.
• Cloud deployment model: Public cloud
• Service constraints: None
• System requirements: None

User support

• Email or online ticketing support: Yes
• Support response times: Severity Level 1 - 1 hour response time ; Severity Level 2 - 6 hours response time; Severity Level 3 - 12 hours response time; Severity Level 4 - 36 hours response time; ; Target resolution times; Severity level 1 - 4 hours; Severity level 2 - 24 hours; Severity level 3 - 4 days; Severity level 4 - 14 days; ; Support hours - 9am - 5pm Monday – Friday (excluding bank holidays)
• User can manage status and priority of support tickets: Yes
• Online ticketing support accessibility: WCAG 2.2 AA
• Phone support: Yes
• Phone support availability: 9 to 5 (UK time), Monday to Friday
• Web chat support: No
• Onsite support: No
• Support levels: The Customer shall pay the Supplier for the Support Services an amount equal to 10% of the Subscription Service Charges or £350.00, plus VAT per calendar month thereon (whichever is greater).; ; The supplier provides a technical account manager as part of this fee, which includes a 1 hour account management meeting per calendar month. ; ; In respect of any Additional Support Services, the Customer may purchase pre-paid Support Credits (in advance), based on the Supplier’s Rate Card - discount provided for bulk purchases.; Standard additional support credits are charged at £100 per developer or engineer hour, or £80 per Customer Engineer/Account manager hour.; ; Severity Level 1 - 1 hour response time ; Severity Level 2 - 6 hours response time; Severity Level 3 - 12 hours response time; Severity Level 4 - 36 hours response time; ; Target resolution times; Severity level 1 - 4 hours; Severity level 2 - 24 hours; Severity level 3 - 4 days; Severity level 4 - 14 days; ; Support hours - 9am - 5pm Monday – Friday (excluding bank holidays)
• Support available to third parties: Yes

Onboarding and offboarding

• Getting started: Detailed onboarding plan co-agreed with each customer including configuration workshop and success criteria. Full training provided (remote or onsite). Ongoing support and customer success provided as standard.
• Service documentation: Yes
• Documentation formats:
  • HTML
  • PDF
  • Other
• Other documentation formats: Video
• End-of-contract data extraction: Data export provided to customer requirements at end of contract term, typically a CSV file export of all data held by the supplier. Customer can self extract data via the API or exporting interface on the platform.
• End-of-contract process: Communications platform disconnected. Customers have full access to all Tenant data with export capability.; On termination of this Agreement, each party shall on request from the other party:; return to the other party or destroy all documents and materials (and any copies) containing, reflecting, incorporating or based on the other party's Confidential Information;; erase all the other party's Confidential Information from its computer systems (to the extent possible); and; certify in writing to the other party that it has complied with the requirements of this Clause, provided that the Recipient may retain documents and materials containing, reflecting, incorporating or based on the other party's Confidential Information to the extent required by Applicable Laws or applicable governmental or regulatory authority.
• Documentation accessibility standard: WCAG 2.2 AA

Using the service

• Web browser interface: Yes
• Supported browsers:
  • Microsoft Edge
  • Chrome
  • Safari
• Application to install: No
• Designed for use on mobile devices: Yes
• Differences between the mobile and desktop service: Admin platform accessed via supported web browser. Tennant communication accessed via webchat, preferred email client, SMS, via app, or via web chat on Tenants mobile device, tablet, or computer)
• Service interface: Yes
• User support accessibility: WCAG 2.2 AA
• Description of service interface: End user (Tenant) - natural language web chat interface; Customer Portal - web app ticketing platform.
• Accessibility standards: WCAG 2.2 AA
• Accessibility testing: The service is built to meet and exceed WCAG.2.2 AA standard guidelines, including support for screen readers, colour contrast and labelling.
• API: Yes
• What users can and can't do using the API: Integration with CAFM, CRM, Scheduling or third party platforms. All platform data and functions are available as API's. subject to appropriate role authorisation. Changes to data can also be consumed via webhooks.
• API documentation: Yes
• API documentation formats:
  • Open API (also known as Swagger)
  • HTML
• API sandbox or test environment: Yes
• Customisation available: Yes
• Description of customisation: Customer workflow, integration, language support on request.; ; Our services are highly configured to the buyers requirements during initial build. ; Users branding, logo’s, colours & corporate voice are set up as part of the initial build. ; Customised types of tasks & Assets including Icons and hierarchy of these assets.; Custom rules for tasks include status’s, resolution reasons, priority levels and engineer types.; Notifications to users are also customisable. ; Custom fields can be added to any and all records. ; Client admin users can self manage their users, assets, tickets and process rules that apply to automation from chat to ticket, like SLA’s and Service hours and opening times.; The buyer can also manage custom dictionaries to manage the meaning of all language on the platform & assistant.; Business as usual changes (BAU) or account management time to make improvements to chat flows or dialog can be charged against support credits as per the additional support services. ; The system can be further enhanced by customised task extensions and integrations.

Scaling

• Independence of resources: Askporter utilises a cloud native infrastructure running on serverless computers. This allows the platform to scale elastically with load, ensuring response times remain consistent. The supplier has been through extensive load testing to confirm resilience of the systems.

Analytics

• Service usage metrics: Yes
• Metrics types: Using our own reporting and the additional option of Looker dashboards askporter provides askintelligence a free additional offering to users to view key data, this is also used to review our performance and to suggest improvements for customer benefit or for user automation. Most key reporting like customer satisfaction ratings will be set-up as part of onboarding, However additional reporting can be created and scheduled at a charge via our additional service credits model. Minor one-off reporting may be judged to be FOC by the suppliers account manager.
• Reporting types:
  • API access
  • Real-time dashboards
  • Regular reports
  • Reports on request
• Resource tagging: Yes
• FOCUS resource tagging: Yes

Resellers

• Supplier type: Not a reseller

Staff security

• Staff security clearance: Conforms to BS7858:2019
• Government security clearance: Security Clearance (SC)

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: Managed by a third party
• Penetration testing frequency: At least once a year
• Penetration testing approach: ‘IT Health Check’ performed by a CREST-approved service provider
• Protecting data at rest: Physical access control, complying with CSA CCM v4.0
• Data sanitisation process: Yes
• Equipment disposal approach: Complying with a recognised standard, for example CSA CCM v4.0, CAS (Sanitisation) or ISO/IEC 27001
• Data sanitisation type:
  • Deleted data can’t be directly accessed / Cryptographic Erasure
  • Explicit overwriting of storage before reallocation / Secure Erase

Data importing and exporting

• Data export approach: Export assets, tasks, users, organisations and teams. Exports can be started from the list view of the given resource and are based on the current filter applied to that list view. The file produced is a CSV.
• Data export formats:
  • CSV
  • Other
• Other data export formats:
  • PNG or JPEG
  • API via JSON
• Data import formats:
  • CSV
  • Other
• Other data import formats: PNG or JPEG

Data-in-transit protection

• Data protection between buyer and supplier networks:
  • TLS (version 1.2 or above)
  • IPsec or TLS VPN gateway
  • Other
• Other protection between networks: The front end is TLS 1.2 (all user facing services); The integration can either be over TLS 1.2 or via CPM
• Data protection within supplier network: TLS (version 1.2 or above)

Availability and resilience

• Guaranteed availability: Supplier shall work with the Customer to ensure that the Uptime SLA Percentage, exclusive of Planned Maintenance Events and Unplanned Downtime, measured on a monthly basis, is at least 99.9% (“Uptime Availability Target”) based on forecasted volumes. Service performance against the Uptime Availability Target (the “Uptime SLA Percentage”), shall be calculated using the following formula:; Uptime SLA Percentage (%) = (Possible Available Uptime – Unplanned Downtime) x 100; ; Then divided by total Possible Available Uptime; ; <99.5% - 99.9% = 5% Credit; <98.0% - 99.5% = 10% Credit; <95.0% - 98.0% = 20% Credit; <90.0% - 95.0% = 30% Credit; <90.0% = 40% Credit; ; askporter provides service credit (% of service monthly fee) based on the above workings. This credit will be applied against usage fees next due from the customer.
• Approach to resilience: Our service utilises a number of AWS High Availability technologies. All services and data have resilient clusters across Availability Zones
• Outage reporting: Standard reporting is email alerts, however customer specific dashboards are viable at the buyer request and cost.

Identity and authentication

• User authentication needed: Yes
• User authentication: Username or password
• Access restrictions in management interfaces and support channels: Additional authentication can be supplied at buyer request.
• Access restriction testing frequency: At least once a year
• Management access authentication: Username or password

Audit information for users

• Access to user activity audit information: Users contact the support team to get audit information
• How long user audit data is stored for: Between 6 months and 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: Between 6 months and 12 months
• How long system logs are stored for: Between 1 month and 6 months

Security governance

• Named board-level person responsible for service security: Yes
• Security governance certified: Yes
• Security governance standards: Other
• Other security governance standards: Cyber Essentials. Seeking ISO27001
• Information security policies and processes: Cyber Essentials. ISO27001 and SOC2 standards adhered to and undergoing accreditation.
• Software Security Code of Practice: Yes

Operational security

• Configuration and change management standard: Supplier-defined controls
• Configuration and change management approach: Changes are tracked through tickets, linked to version controlled configuration changes which are deployed and tested through multiple environments. Automated Security scanning is performed on all changes, and are also subject to a 2 person review and approval process.
• Vulnerability management type: Complies with a recognised standard, for example CSA CCM v4.0 or SSAE-18 / ISAE 3402
• Vulnerability management approach: Regular automated scanning of vulnerabilities and monitoring of applicable industry alerts.
• Protective monitoring type: Supplier-defined controls
• Protective monitoring approach: Regular security reviews audit privileged user activity and external alerts. Proactive alerting is in place to immediately notify of any active threats.
• Incident management type: Complies with a recognised standard, for example, CSA CCM v4.0 or ISO/IEC 27035:2011 or SSAE-18 / ISAE 3402
• Incident management approach: We have extensive active monitoring in place to rapidly detect any incident. Should an incident occur, there is an automatic alert and activation of the designed incident response team to resolve the issue. Post resolution reviews are conducted and follow-on actions resolved to prevent recurrence. ; Users can also report instances through the service desk.
• Post-quantum cryptography secure: No

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: 10%
• Between £250,000 and £500,000: 10%
• Between £500,001 and £1,000,000: 10%
• Between £1,000,001 and £2,500,000: 10%
• Between £2,500,001 and £5,000,000: 10%
• Over £5,000,001: 10%

Non-mandatory Standards and certifications

• ISO/IEC 27001 certification: No
• ISO 28000:2022 certification: No
• ISO 9001 certification: No
• 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
    • 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
    • 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

  • 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 to identify opportunities to open up sub-contracts under the prime contract to a diverse range of businesses, including new businesses, entrepreneurs, start-ups, SMEs, VCSEs and mutuals

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 marc.watkins@askporter.com. Tell them what format you need. It will help if you say what assistive technology you use.