Datatank Ltd

DTx Investigations Case Management Software

Used by over 80 Public organisations, DTx is a multi-user case management system that provides all the tools and information needed to manage your cases from initial referral/complaint, through to outcome and resolution. Fully customisable and collaborative case management solution suitable for fraud, complaints, licencing, enforcement, compliance case management

Features

• Multi-user, full feature case management and records management system
• Supports any type of case from referral/complaint to closure/outcome
• Integrated document management system (all case files in one place)
• Customisable case templates, records, notes, workflow and events
• Access case records from any location
• Search cases, case notes, links, and explore connections, find matches
• Outcome and performance monitoring, analysis and reporting
• Manage resources, prioritise cases, review workloads, and monitor progress
• Full user access control, and transaction and event logging

Benefits

• Improve performance - case workload management, review and analysis
• Fully customise DTx to the way your team works
• Collaborate across mutliple teams, departments and organisations
• API's for easy integration with corporate applications
• Integrated document management system (no additional software required)
• Use in the office, at home and on the move
• No enhancements costs - all improvements and upgrades included
• Proactively identify key connections, emerging trends - prioritise and escalate
• Support transition from your current/old case management system

£40 to £80 a user a month

• Free trial 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 gareth.chen-rees@datatank.co.uk. Tell them what format you need. It will help if you say what assistive technology you use.

Framework

G-Cloud 13

Service ID

786479126603086

Contact

Gareth Chen-Rees
07852 753254
gareth.chen-rees@datatank.co.uk

Service scope

• Software add-on or extension: No
• Cloud deployment model: Public cloud
• Service constraints: There are no constraints.
• System requirements:
  • User must have internet connectivity
  • Users are responsible for information security on their own devices

User support

• Email or online ticketing support: Email or online ticketing
• Support response times: Response to standard (non-urgent) questions is 2 to 4 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: No
• Support levels: Critical Priority: Response 1 hour. Fix 4 hours - interim patch will be applied.Permanent fix issued within 5 working days.; Urgent Priority: Response 2 hours. Fix next working day - interim patch will be applied. Permanent fix issued within 10 working days.; Normal Priority: Response 4 hours, Fix 3 to 5 working days Interim patch may be applied. Permanent fix included in next software release.; ; We provide one standard level of support for all Opus clients; User support is included in the licence fee; An Opus support manager is provided
• Support available to third parties: No

Onboarding and offboarding

• Getting started: On receipt of order, Datatank will:; - create a client specific hosted environment for Opus; - setup client superuser account; - provide online training; - provide customisation support
• Service documentation: Yes
• Documentation formats:
  • HTML
  • PDF
• End-of-contract data extraction: All information held within Opus can be extracted when the contract ends.; ; Copies of all case documents and files can be exported (downloaded) in their original format.; ; Customised summary reports can be created (and saved) to extract case notes, case information and meta data into a PDF format; ; Copies of the database can be taken and data extract scripts are provided.
• End-of-contract process: A contract end timetable will be agreed. ; The schedule will depict when:; - access to the software is to be disabled; - the data is to be extracted; - the client's data (opus) instance is to be deleted; - secure data deletion has been performed; - the data deletion certificate is issued

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: Opus works on desktop PCs, laptops, and tablet devices.
• Service interface: No
• User support accessibility: WCAG 2.1 A
• API: Yes
• What users can and can't do using the API: Authorised users can access case information and management performance data through the OPUS API.; Changes to case records cannot be made through the API for integrity reasons
• API documentation: Yes
• API documentation formats: Open API (also known as Swagger)
• API sandbox or test environment: Yes
• Customisation available: Yes
• Description of customisation: Opus is fully customisable.; Customisation can be performed via a superuser account.; Opus is supplied with a large variety of pre-configured case templates to get you up and running as soon as possible. The client can customise the inbuilt templates or build their own to match the data you want to record against case type. You can create, edit, remove case data fields to make sure you capture the case information you to.; Opus incorporates its own document management system, so that all case documents are store in one place, are readily accessible and can be searched and data matched within the Opus System.; Case workflow can be separately customised for each case type. Tasks, activities and actions can be created manually or setup and customised to be triggered automatically by case events. These can be used to manage and control the case type workflow so it supports and complies with your processes and procedures. Case decision points and ‘check-gates’ can be customised for each case type to ensure that all activities and actions are completed before the user/officer can move the case on to the next stage.

Scaling

• Independence of resources: The availability and performance of the Opus service is monitored full-time and alerts raised to Datatank support staff when service capacity is limited. Additional compute resources can be made available at short notice.; In order to guarantee that users are not affected by the demands from other users, we use resource reservations and shares such as internet bandwidth shaping. In addition, the capacity planning team ensure that usage in terms of all resources are constantly monitored and increased accordingly relating to user demand.

Analytics

• Service usage metrics: Yes
• Metrics types: Key Performance Indicators; Some of the key performance indicators used by Datatank include:; • On time delivery performance against agreed project milestones; • Reliability and availability of service and mean time between failures (MTBF); • Average Support Desk response time; • Average time and effort required to resolve incident; • Number of incidents registered by the Service Desk; • Percentage of incidents resolved within the agreed SLA; • Average time and effort required to resolve Incidents; • Number of escalations for Incidents not resolved in the agreed resolution time; • Number of repeated Incidents reported
• Reporting types:
  • Regular reports
  • 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: Complies with a recognised standard (for example CSA CCM version 3.0)
• 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 CSA CCM v3.0
  • 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:
  • 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: Facilities are provided to the client superuser to export their data
• Data export formats:
  • CSV
  • ODF
• Data import formats:
  • CSV
  • ODF

Data-in-transit protection

• Data protection between buyer and supplier networks:
  • Private network or public sector network
  • 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)
  • Legacy SSL and TLS (under version 1.2)

Availability and resilience

• Guaranteed availability: OPus availability is 99.95%; Service unavailability refunds are not provided.
• Approach to resilience: Opus is implemented on dual redundant, hot standby data servers in the UK over 100km apart
• Outage reporting: Email alerts

Identity and authentication

• User authentication needed: Yes
• User authentication:
  • 2-factor authentication
  • Public key authentication (including by TLS client certificate)
  • Dedicated link (for example VPN)
  • Username or password
• Access restrictions in management interfaces and support channels: Datatank staff cannot access the client's system by default.; The client must grant time-limited access to the support team.
• Access restriction testing frequency: At least once a year
• 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: User-defined
• Access to supplier activity audit information: Users have access to real-time audit information
• How long supplier audit data is stored for: User-defined
• How long system logs are stored for: User-defined

Standards and certifications

• ISO/IEC 27001 certification: Yes
• Who accredited the ISO/IEC 27001: Alcumulus ISOQAR
• ISO/IEC 27001 accreditation date: 30/3/2022
• What the ISO/IEC 27001 doesn’t cover: Not applicable
• 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: - National Cybser Security Centre Accredited; - HSCIC/NHS Digital N3 Aggregator status; - ISO9001 Quality management; - ISO20000 IT service management; - ISO27001 Information security management; - ISO27017 Security controls for cloud services; - ISO27018 Personal data in the cloud security; - Cyber Essentials Plus

Operational security

• Configuration and change management standard: Supplier-defined controls
• Configuration and change management approach: Datatank has documented configuration and change management policies and processes, which have been implemented, maintained and assessed in accordance with the guidance from ITIL v.3 and the current ISO20000 standard. Formal configuration management activities, including record management and asset reporting, are monitored and validated constantly, and any identified discrepancies promptly escalated for investigation. A robust, established process for the formal submission of change requests is mandated prior to review and approval of the daily Change Advisory Board, which is attended by a quorum of operational and technical management personnel.
• Vulnerability management type: Supplier-defined controls
• Vulnerability management approach: Opus is hosted by Amazon Web Services who has a documented vulnerability management policy and process, which have been implemented, maintained and assessed in accordance with the guidance from ITIL v.3 and the current ISO20000 and ISO27001 standards. For other systems and software, assigned personnel have responsibility for regularly reviewing technical forums and specialist groups to promptly identify and evaluate any emerging patches or updates which require our attention.
• Protective monitoring type: Conforms to a recognised standard, for example CSA CCM v3.0 or SSAE-16 / ISAE 3402
• Protective monitoring approach: Following best practice from the National Cyber Security Centre, Amazon Web Services protects both its Assured and Elevated platforms with enhanced protective monitoring services (SIEM), at the hypervisor level and below. Our approach to protective monitoring continues to align with the Protective Monitoring Controls (PMC 1-12) outlined in CESG document GPG13 (Protective Monitoring for HMG ICT Systems). It includes checks on time sources, cross-boundary traffic, suspicious activities at a boundary, network connections and the status of backups, amongst many others. All alerts are immediately notified by AWS for prompt 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: Amazon Web Services has a documented incident management policy and process, which have been implemented, maintained and assessed in accordance with the guidance from ITIL v.3 and the current ISO20000 and ISO27001 standards. This activity is responsible for the progression of alerts generated by automated monitoring systems, issues identified by AWS personnel, and incidents identified and reported to AWS by its customers and partners. All incidents are promptly reported into a central ticketing system, which ensures that each is promptly assigned to an appropriate resource, and its progress tracked (and escalated, as required) to resolution.

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

  Datatank is aware of the damaging effects many organisations can have on the environment. This policy aims to concentrate on the company’s acceptance of the environmental imperatives for corporate social responsibility.; Environmental Principles; 1. The Company is committed to continual improvement on environmental issues where economically feasible.; 2. We will minimise the production of waste where possible and any disposal of waste produced will be carried out with due care for the environment.; 3. We will try to minimise the use of new products where other recycled materials are a suitable substitute.; 4. Where waste materials or products can be recycled we will make every effort to ensure that they are recycled in an environmental responsible way in order to conserve resources.; 5. We will compile and keep publicly available this Company Environmental Policy.; 6. We will ensure that our operations comply with current legislation and other relevant requirements.; 7. We will endeavour to control the activities of the company to minimise any risks of pollution to the environment.; 8. We will be a responsible employer and neighbour.; 9. We will ensure that all employees carry out their duties in line with the above statement and, through training, are aware of their obligations.
• Covid-19 recovery:

  Covid-19 recovery

  Datatank is committed to:; Supporting the physical and mental health of people affected by COVID-19,; including reducing the demand on health and care services.; Improving workplace conditions that support the COVID-19 recovery effort; including effective social distancing, remote working, and sustainable travel solutions.
• Tackling economic inequality:

  Tackling economic inequality

  Datatank is committed to:; Creating employment and training opportunities; Supporting educational attainment relevant to the contract, including training schemes that address skills gaps and result in recognised qualifications.; Influencing staff, suppliers, customers and communities through the delivery of the contract to support employment and skills opportunities in high growth sectors.
• Equal opportunity:

  Equal opportunity

  Datatank is an equal opportunities employer
• Wellbeing:

  Wellbeing

  Datatank is committed to improving the health and wellbeing of its workforce

Pricing

• Price: £40 to £80 a user a month
• Discount for educational organisations: No
• Free trial available: Yes
• Description of free trial: 2 week trail access to Opus service

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 gareth.chen-rees@datatank.co.uk. Tell them what format you need. It will help if you say what assistive technology you use.