Computacenter (UK) Ltd

Computacenter - Room and Desk Booking SaaS

A Room and desk booking system, that powers some of the largest cross-government organisations and hub systems in the UK. Rich functionality across web, mobile & Outlook enables flexible working and public sector collaboration by sharing systems and estates. Microsoft - App Space, Condeco - Go Bright

Features

• Room booking, hot desk, car park and resource booking
• Multi-tenant and 'hub' functionality to allow secure resource sharing
• Digital signage, kiosk apps with integrated sensors and space management
• Highly accessible interfaces for screen readers and voice control
• Workplace Collaboration Hubs functions for multi-tenant buildings
• Visitor Management and Event Management functionality
• Office 365 (0365), Outlook, Skype and Teams integrations
• Catering, Equipment, Video Conference and Facilities Services bookings
• Seamless Active Directory & Single Sign-on integration via Azure AD
• Open API enabling integration to BMS, IWMS and Finance systems

Benefits

• Enable users to book anytime, anywhere via secure apps
• Check-in, check-out and book on a range of devices
• Multi-tenant visitor management, self-service check-in and printing
• Easily implement and manage hot desk and flexible working projects
• Intuitive design provides reduced implementation & training costs
• Enable flexible working with Workplace Collaboration Hubs
• Integrate with 0365, Outlook, Skype and Microsoft Teams
• Sharing estate resources securely with other organisations
• Excellent user experience for users, administrators and visitors
• Integrate with occupancy & environmental sensors with real time views

£5.00 a device a month

• Free trial available

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

Framework

G-Cloud 13

Service ID

770281199935024

Contact

Karen Baldock
+44 (0) 1707 631000
government@computacenter.com

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: Office 365 (O365) Skype For Business Microsoft Teams Active Directory Single Sign On Occupancy Sensor systems Finance Systems IWMS Human Resources Internet of Things (IoT) services
• Cloud deployment model: Public cloud
• Service constraints: No
• System requirements: None

User support

• Email or online ticketing support: Email or online ticketing
• Support response times: The Keytree Global Service desk receives tickets via a dedicated service portal. The Service Desk & Delivery Support staff are ITIL v3 Foundation qualified. Keytree respond to tickets within the published SLAs which are : Priority 1 - 1 working hour Priority 2 - 4 working hours Priority 3 - 8 working hours
• User can manage status and priority of support tickets: Yes
• Online ticketing support accessibility: WCAG 2.1 AA or EN 301 549
• Phone support: No
• Web chat support: No
• Onsite support: Yes, at extra cost
• Support levels: Matrix Booking will work with customers to set up the support process during the implementation process. 1st Level support is provided by the customer help desk or service desk. Keytree provide 2nd and 3rd level support for the application. Client service desks have access to the Keytree Global Service Management desk via the support portal. A 24-hour emergency phone line is also available for Priority 1 issues. All standard support for Matrix Booking is included within the standard service subscription costs. Matrix Booking are happy to provide a service delivery manager for all Enterprise accounts
• Support available to third parties: Yes

Onboarding and offboarding

• Getting started: Matrix Booking are happy to provide both onsite and online training, depending on what the customer requires and will provide the customers with detailed, up to date 'user guides' for the general user training. The system is intuitive and user-friendly and so usually their simple user guide should be enough to train the majority of users. Matrix Booking will also provide a full implementation process, which will focus on the administrators on the system to ensure their system is set up as required and that they have had sufficient amount of training that they feel comfortable on the system. This can be carried out onsite or online.
• Service documentation: Yes
• Documentation formats:
  • HTML
  • PDF
• End-of-contract data extraction: Matrix Booking allows customers to export all their data to excel, including a list of al their historical and future resource bookings and users. The extract is simple to do and can be carried out by the customer administrators in the web application of Matrix Booking
• End-of-contract process: Matrix Booking charges annually and up front, meaning that when a customer's subscription year comes to an end, the customer would simply choose not to renew their contract and would allow the customer time to extract their data and from their system before removing access to the service

Using the service

• Web browser interface: Yes
• Supported browsers:
  • Internet Explorer 11
  • Microsoft Edge
  • Chrome
  • Safari
• Application to install: No
• Designed for use on mobile devices: Yes
• Differences between the mobile and desktop service: All administration features are available via the desktop service but not from the mobile device.
• Service interface: Yes
• User support accessibility: WCAG 2.1 AAA
• Description of service interface: Matrix Booking allows users to access the core service from other interfaces via the Matrix Open API. This supports applications conforming to WCAG 2.1 AA; Accessibility standards
• Accessibility standards: WCAG 2.1 AAA
• Accessibility testing: Keytree have had the Matrix Service tested by specialist accessibility testing consultancies across the core interfaces and have also worked directly with public sector accessibility labs including the HMRC to test the service with industry standard screen readers and voice control tools. Keytree designers are trained to design user experiences and colour pallets to ensure WCAG 2.1 compliance.
• API: Yes
• What users can and can't do using the API: Matrix Booking's API is used for bespoke applications and developments, rather than for general usage. The API is open but is not published at this time. Keytree will work with organisations to grant access to and train on the interaction with the Matrix API.
• API documentation: Yes
• API documentation formats: PDF
• API sandbox or test environment: Yes
• Customisation available: Yes
• Description of customisation: Content Management System Users can add text, images, links ad documents to the estate hierarchy to supply information about buildings, resources, local areas, fire and safety etc. This is full configurable and clients can self-serve the content. Digital Signage and Kiosk Branding and Content The signage and kiosk applications can be customised to include client branding, logos, images, colour palette and configuration of on screen functions Email Notification Branding & Content Matrix Booking allows customers to add brand images to the notifications from the system for internal email notifications and external email invites. All web interfaces will carry the clients logo where supplied and client administrators will be able to customise the content in their various modules

Scaling

• Independence of resources: Access to Matrix Booking wouldn't be affected by the number of users accessing the system. As a software-as-a-system, based on SAP Cloud platform, Keytree are able to scale to demand. Furthermore the Matrix Booking platform performance is constantly monitored with alerts processes if any aspect of performance breaches the pre-set thresholds.

Analytics

• Service usage metrics: Yes
• Metrics types: Matrix Booking will provide customers with a variation of metrics, including resource utilisation, user activity and occupancy reports.
• Reporting types:
  • API access
  • Real-time dashboards
  • Regular reports

Resellers

• Supplier type: Reseller (no extras)
• Organisation whose services are being resold: Keytree

Staff security

• Staff security clearance: Conforms to BS7858:2019
• 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: Yes
• 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: Encryption of all physical media
• Data sanitisation process: No
• 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: Users are able to export their data via the Matrix Booking web application. The system will allow users to export any data on historical or future bookings and any data on their users.
• Data export formats:
  • CSV
  • Other
• Other data export formats: Microsoft Excel
• Data import formats: CSV

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)
  • Other
• Other protection within supplier network: Keytree's data is encrypted in transit and at rest.

Availability and resilience

• Guaranteed availability: Matrix Booking will provide 99.5% availability in any subscription month. A subscription month will be considered to be a calendar month during which the client has had a full site subscription for the entirety of the month.
• Approach to resilience: Matrix Booking operates on the SAP Cloud Platform, hosted in SAP’s security certified data centres. The data is stored in Germany with a backup stored in The Netherlands. The information security processes have been examined and Keytree hold a ISO27001 certification
• Outage reporting: Matrix Booking will send out advance email notifications of any service outages to all customer administrators. Keytree will continue to send reminders before the outage and then send out further email notifications confirming the service has been restored.

Identity and authentication

• User authentication needed: Yes
• User authentication:
  • Identity federation with existing provider (for example Google Apps)
  • Username or password
  • Other
• Other user authentication: Direct link to identity provider via SAML2
• Access restrictions in management interfaces and support channels: Matrix Booking has specific roles for the administrators, meaning that only admin users will be able to access the management interfaces of the service. The administrators are controlled within the Matrix Booking web interfaces. The support channel is a separate tool entirely from Matrix Booking and therefore are able to give access to the requested users.
• Access restriction testing frequency: At least once a year
• Management access authentication:
  • 2-factor authentication
  • Identity federation with existing provider (for example Google Apps)

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: 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: 06/12/2017
• What the ISO/IEC 27001 doesn’t cover: Nothing.
• 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 14001 : 2014

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: Matrix Booking follows ISO 270001, which outlines the processes and is used to continuously improve internal policies and processes. Keytree and Computacenter have strong IT Governance processes driven from the CTO through technical architects into all projects and products.

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: Matrix Booking makes regular updates and changes to the service, all of which go through in depth testing to ensure that there is no regression on the service. The components of the service are tracked through release notes and guides for users.
• Vulnerability management type: Conforms to a recognised standard, for example CSA CCM v3.0 or SSAE-16 / ISAE 3402
• Vulnerability management approach: Matrix Booking carries out regular penetration tests that can vary depending on features and functions available, but generally cover all elements ranging from scanning for open ports, cross scripting vulnerabilities through to post flood attacks, cookie data and server configuration. Any threats are prioritised in order on critical, high, medium and low. The top 3 levels will be resolved as a high priority with the low priorities being scheduled in for routine maintenance.
• Protective monitoring type: Conforms to a recognised standard, for example CSA CCM v3.0 or SSAE-16 / ISAE 3402
• Protective monitoring approach: Matrix Booking will use penetration testing to monitor a potential compromises to the service. Any vulnerabilities that are found are prioritised in order on critical, high, medium and low. The top 3 levels will be resolved as a high priority with the low priorities being scheduled in for routine maintenance
• 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: Matrix Booking allow users to provide P2, P3, & P4 incidents via the support desk. For P1 incidents, Matrix Booking has a 24/7 phone number available to call for full system outages. If a P1 incident occurs then when the issue is fixed and the service is restored, Matrix Booking will update all customer administrators of the times the service was lost and restored and the reason behind it. For any planned outages, the relevant communications will be carried out.

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

  Computacenter ensures that our business practices deliver effective stewardship of the environment in line with the Social Value Model. We are establishing a Science Based Target (SBT) for carbon emission reductions. Our Net Zero Journey Group Emissions is now just 16% of 2015 levels as outlined in our carbon reduction plan to achieve ‘Net Zero’ carbon emissions by 2050. The 2050 target has been brought forward to 2040.; Business travel is necessary, both for our customer requirements and for our staff. We have materially reduced business travel, ensuring all business trips are necessary, helping reduce carbon emissions. We are investing in technology to allow greater use of existing communication platforms as part of our ‘hybrid working’ strategy. One of the key benefits we believe this will help us realise is reducing emissions from business travel by 35 per cent by 2025 (compared to 2019). For G-Cloud services this means that we will drive the use of virtual, technology-enabled meetings as much as possible for all internal and external sessions, including those with our wider supply chain. ; Further to this we can provide customer advisory services which include guidance and recommendations on how to improve their sustainability performance to help inform customer decision making whilst achieving the desired commercial and technical outcomes through the services being provided. ; As of 2019, Computacenter introduced incentives to encourage the replacement of the existing Fleet with Ultra Low Emission Vehicles. We have 44 electric charging points across 2 of our locations to encourage the adoption of electric and hybrid vehicles, either through our company car scheme or privately. For this framework specifically, this means that our consultants, project managers and engineering resource will have access to a ULEV vehicle via our company car scheme and the ability to charge a vehicle at Computacenter office locations.
• Covid-19 recovery:

  Covid-19 recovery

  Throughout the pandemic we have closely followed and implemented government guidance relating to the workplace and COVID-19. We created a COVID-19 risk assessment to enable us to understand the improvements that need to be made to our workplace conditions in line with the Government COVID-19 secure workplace guidelines and the business advice that is now current. It looks at the risks of COVID-19 in the workplace, such as hygiene, & cleaning and then states what we must put in place to mitigate these risks.; ; As we enter the recovery phase of the pandemic, we have introduced hybrid working for our employees. This will allow most employees including those delivering G-Cloud services increased flexibility in how and where they work ensuring that we still deliver the best service to our customers whilst looking after our people.; ; Our COVID-19 steering committee is there to identify activities that will improve workplace conditions then plan, build and regularly monitor various programmes focused on supporting the COVID-19 recovery effort. At these meetings, chaired by our Chief People Officer (‘CPO’) Sarah Long, our CIO Mark Slaven and Services operations, the steering committee discuss changes that need to be implemented, identify areas of improvement, and review our roadmap of new activities. ; Throughout the life of the contract, we will use our existing activities (as well as those that are in development in due course) to continue to improve workplace conditions in support of the COVID-19 recovery effort. ; ; Questions relating to travel were included in the COVID-19 surveys that were issued through the pandemic. The assessment highlighted concerns people had about public transport. To help all employees; managers were coached and given guidance about being flexible with start/finish times. We continue to adapt our approach based on feedback received through the steering committee and employee surveys.
• Tackling economic inequality:

  Tackling economic inequality

  Throughout the pandemic we have closely followed and implemented government guidance relating to the workplace and COVID-19. We created a COVID-19 risk assessment to enable us to understand the improvements that need to be made to our workplace conditions in line with the Government COVID-19 secure workplace guidelines and the business advice that is now current. It looks at the risks of COVID-19 in the workplace, such as hygiene, & cleaning and then states what we must put in place to mitigate these risks.; ; As we enter the recovery phase of the pandemic, we have introduced hybrid working for our employees. This will allow most employees including those delivering G-Cloud services increased flexibility in how and where they work ensuring that we still deliver the best service to our customers whilst looking after our people.; ; Our COVID-19 steering committee is there to identify activities that will improve workplace conditions then plan, build and regularly monitor various programmes focused on supporting the COVID-19 recovery effort. At these meetings, chaired by our Chief People Officer (‘CPO’) Sarah Long, our CIO Mark Slaven and Services operations, the steering committee discuss changes that need to be implemented, identify areas of improvement, and review our roadmap of new activities. ; Throughout the life of the contract, we will use our existing activities (as well as those that are in development in due course) to continue to improve workplace conditions in support of the COVID-19 recovery effort. ; ; Questions relating to travel were included in the COVID-19 surveys that were issued through the pandemic. The assessment highlighted concerns people had about public transport. To help all employees; managers were coached and given guidance about being flexible with start/finish times. We continue to adapt our approach based on feedback received through the steering committee and employee surveys.
• Equal opportunity:

  Equal opportunity

  Computacenter is committed to providing equal opportunities to all through fair recruitment practices and employment conditions across our organisation. ; We are a Disability Confident ‘Committed’ employer, committed to making lasting changes to our business creating a diverse talent pool. We work with partners through our community outreach activities who are specialists in disability. An example is our work with Knightsfield School in Welwyn Garden City, a specialist school for deaf children. We run at least 3 ‘get work ready’ events with them, as well as offer up to 4 work experience opportunities and onsite visits every year.; For this contract, we will use existing initiatives (as well as others that are in development) to provide career opportunities for individuals from under-represented groups to address requirements for specific skills or roles with a focus on increasing skillsets through the life of the contract. This will include apprenticeships aligned to security and cloud/infrastructure departments, as well as industrial placements and graduate schemes for our ServiceNow Center of Excellence, with specific focus on delivering cloud-based services to our customers.; Our workforce for services delivered under this framework will have access to existing initiatives aimed at supporting in-work progression and development for those from disadvantaged/minority groups. For example, our gender diversity initiatives include our Growing Together programme, which 52 women have been through so far, of which over one-third have been promoted or taken a new role within a year following the mentoring and coaching provided. ; We are also committed to driving racial equality across our business and the wider technology industry. We are a founding member of ‘Technology Community for Racial Equality’ which recently delivered a half-day virtual event on ‘Enabling Ethnic Diversity’ featuring a series of expert keynotes, live panel discussions and interactive workshops with representation from across the UK technology community.
• Wellbeing:

  Wellbeing

  We understand how important employee Wellbeing is for a sustainable business model, therefore we are committed to creating a sustainable supply chain. Ensuring the wellbeing of our employees are looked after will positively affect productivity, recruitment, and retention rates. ; ; In November 2021, a designated UK wellbeing manager was appointed and has since launched our wellbeing strategy, which aligns with the Social Value Model and the 6 standards of the Mental Health at Work Commitment, signed in July 2021. We are actively implementing the enhanced mental health standards as recommended through the ‘Thriving at Work’ review, and NICE mental health at work guidelines, as part of our Wellbeing strategy. The strategy encompasses four pillars of wellbeing, mental, physical, financial, and social. We are a Menopause friendly organisation and have created a support network for those in need. ; ; We have 109 Mental Health First Aid (MHFA) accredited staff in the UK, trained by Mind, who act as Wellbeing Champions providing mental health first aid support and promoting our wellbeing services which those delivering G-Cloud service provisions will have access to. These champions are from every business area and from different seniority. We hold events throughout the year organised by our UK wellbeing manager and Champions, which have included celebrating World Mental Health days, Menopause awareness, financial wellbeing webinars and sponsored events to raise money for our mental health charity partners. ; ; 2021 also saw the launch of our new groupwide app-based programme ‘Be Well’ which gives our people access to over 3,000 fitness, nutrition, health and wellbeing courses through Humanoo. Through this app we have launched an extremely popular groupwide step challenge and has encouraged our people to be more active, with over 35% of our workforce now using the app and covering over 1.8bn steps so far.

Pricing

• Price: £5.00 a device a month
• Discount for educational organisations: No
• Free trial available: Yes
• Description of free trial: 1 month free trial of the web and mobile applications.
• Link to free trial: http://www.matrixbooking.com/free-trial/

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