dsi Billing Services

Docstore Document Archive

Docstore is our cloud-based digital document archive and retrieval system. Your digital documents can be uploaded into the system for secure viewing by your customers and your customer services team, via a web browser. Documents can also be indexed and bulk-uploaded into your local DMS.

Features

• Document archive
• User access verification
• Online document rendering
• Document download
• Email notifications
• Api for document management
• Content indexing
• Encrypted storage

Benefits

• Secure document archive and retrieval
• Easier document management
• More secure document delivery
• Full access logging and notifications

£0.34 to £0.73 a unit

• 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 graeme.nye@dsigroup.com. Tell them what format you need. It will help if you say what assistive technology you use.

Framework

G-Cloud 14

Service ID

805727603110558

Contact

Graeme Nye
07807 628701
graeme.nye@dsigroup.com

Service scope

• Software add-on or extension: No
• Cloud deployment model: Private cloud
• Service constraints: In browser document view requires a modern browser ie edge, chrome, firefox or safari, users of older or less functional browsers will have the option to download documents instead.
• System requirements:
  • Internet connection
  • Modern web browser

User support

• Email or online ticketing support: Email or online ticketing
• Support response times: Within 1 working day
• User can manage status and priority of support tickets: Yes
• Online ticketing support accessibility: WCAG 2.1 AA or EN 301 549
• Phone support: Yes
• Phone support availability: 9 to 5 (UK time), Monday to Friday
• Web chat support: Web chat
• Web chat support availability: 9 to 5 (UK time), Monday to Friday
• Web chat support accessibility standard: WCAG 2.1 AA or EN 301 549
• Web chat accessibility testing: No extra testing beyond WCAG.
• Onsite support: Yes, at extra cost
• Support levels: Support Levels; Client/User Support; Our software solutions have an inbuilt help facility that enables users to report any issues, or request further assistance via email. ; ; Primary support is provided Monday to Friday between 8am and 5.30pm. ; Out-of-hours support (including weekends) can be arranged to suit particular client needs, at an additional cost. ; ; Our software is likely to be in use during core working hours, so out-of-hours support is not ordinarily required.; ; System Support; Where cloud services are being provided for use outside of core working hours, our support team provide 24x7 cover to maximise system availability/up-time. ; ; Support Costs; User email support - Included within our standard service charge.; System support - Included within our standard service charge.; ; Technical Account Manager; A technical account manager will be provided to manage client support requirements and to monitor system up-time and performance. Web-chat functionality can be implemented to expedite resolution to more intricate user issues.
• Support available to third parties: Yes

Onboarding and offboarding

• Getting started: We have guides for setup, administration and usage. We can provide a online meeting walk through and if requested can provide on site assistance.
• Service documentation: Yes
• Documentation formats:
  • HTML
  • ODF
  • PDF
• End-of-contract data extraction: Either through the admin controls or by request to us.
• End-of-contract process: Prior to expiration of the contract period, we will initiate our end-of-contract process. This will be managed by the client Account Manager, and will be designed to ensure a risk-free cessation of services and transition to a new supplier (if appropriate). ; ; End-of-contract process will cover:; Communication - a mechanism for communicating to end users likely to be impacted. This can be delivered via the software directly to users.; ; Transition Planning - a service transition plan will be agreed and documented.; ; In accordance with Data Protection requirements we will ensure that:; ; Data - all data will be deleted.; Digital Assets - all digital assets will be deleted.; Login Credentials - all login credentials will be deleted.; Software - all active software and existing system communication mechanisms will be deactivated.

Using the service

• Web browser interface: Yes
• Supported browsers:
  • 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 desktop service has the addition of document download - which is only available on some phones. The mobile view is a vertical format with larger text.
• Service interface: Yes
• User support accessibility: WCAG 2.1 AA or EN 301 549
• Description of service interface: Reports pages are available for the council showing usage statistics.; Reports can be filtered for a time period and downloaded in spreadsheet format.
• Accessibility standards: WCAG 2.1 AA or EN 301 549
• Accessibility testing: Only automated tool testing such as Chrome lighthouse or the WCAG testing suite.
• API: Yes
• What users can and can't do using the API: The API can be used to get per user/account document list, download and/or upload documents and to get reports.
• API documentation: Yes
• API documentation formats:
  • HTML
  • ODF
  • PDF
• API sandbox or test environment: Yes
• Customisation available: Yes
• Description of customisation: Users can customise the basic appearance, logos and colours. ; Customisation is done through simple settings files.; Customisation options are given to the admin who rolls the service out to the users.

Scaling

• Independence of resources: Our service has been built with excess server capacity and bandwidth for the number of users. If user numbers and storage demand increase we can scale capacity by adding servers. Due to the nature of the service the demand per user is predictable and limited. We monitor and log user numbers and demand over time.

Analytics

• Service usage metrics: Yes
• Metrics types: The service includes document access reports and a reports dashboard which can be filtered by date.
• Reporting types:
  • API access
  • Real-time dashboards
  • Regular reports
  • Reports on request

Resellers

• Supplier type: Not a reseller

Staff security

• Staff security clearance: Conforms to BS7858:2019
• Government security clearance: Up to Developed Vetting (DV)

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 CSA CCM v3.0
  • Other
• Other data at rest protection approach: Encryption of data to AES-256 standard.
• 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: Customer user data can be exported by the admin from the admin controls.
• Data export formats:
  • CSV
  • Other
• Other data export formats:
  • XML
  • Pipe seperated files
• Data import formats:
  • CSV
  • Other
• Other data import formats:
  • XML
  • JSON
  • Pipe seperated files
  • Fixed width text

Data-in-transit protection

• Data protection between buyer and supplier networks:
  • TLS (version 1.2 or above)
  • Other
• Other protection between networks: We can encrypt data and documents using AES-256 before transmission if required. All communication is over https.
• Data protection within supplier network:
  • TLS (version 1.2 or above)
  • Other
• Other protection within supplier network: Data and documents are stored encrypted using AES-256 and only decrypted upon delivery.

Availability and resilience

• Guaranteed availability: We will agree and document service levels specific to each client's requirements, to ensure that the service is aligned with their operational requirements.; ; Availability - Our service availability guarantee will be 99.5% ; ; We take great care in monitoring our internal and external server network 24/7/365 to make sure that the up time guarantee is observed and that the end-user services are being delivered as smoothly as possible.; ; As part of our guaranteed availability, we will work with each client to identify and document any rebate system, should this become applicable.
• Approach to resilience: We use dedicated servers for this service so there is no load balancing with other services. ; ; The dedicated server host provides:; Multiple UK Sites for Disaster Recovery; N+1 Data Centres; 4 Hours Fix contracts with every M&E supplier; 24 x 7 Fuel supplies for onsite generators; Scheduled and regular maintenance on all M&E components; Multiple Tier 1 Network Carriers; No single point of failure between Data Centre sites. If link fails traffic automatically re-routed.; Scalable architecture including multiple redundant core switches and routers; Dual independent power feeds, backed up by dual battery string Uninterrupted Power Supplies (UPS) systems
• Outage reporting: We have a regular check which will send email alerts to us in case of any state changes, along with using visual ping to monitor every web page in the service. If the outage affects users emails will go out to cover type and estimated time to resolution.

Identity and authentication

• User authentication needed: Yes
• User authentication:
  • 2-factor authentication
  • Public key authentication (including by TLS client certificate)
  • Identity federation with existing provider (for example Google Apps)
  • Username or password
• Access restrictions in management interfaces and support channels: Only specific users are given management access, checked on both login and ip. Additional keys are required for admin level settings.
• Access restriction testing frequency: At least every 6 months
• Management access authentication:
  • Username or password
  • 2-factor authentication
  • Public key authentication (including by TLS client certificate)

Audit information for users

• Access to user activity audit information: Users receive audit information on a regular basis
• How long user audit data is stored for: User-defined
• Access to supplier activity audit information: Users receive audit information on a regular basis
• How long supplier audit data is stored for: User-defined
• How long system logs are stored for: Between 6 months and 12 months

Standards and certifications

• ISO/IEC 27001 certification: Yes
• Who accredited the ISO/IEC 27001: Bsi
• ISO/IEC 27001 accreditation date: Re-certification on 06/04/2022
• What the ISO/IEC 27001 doesn’t cover: No out of scope activities
• ISO 28000:2007 certification: No
• CSA STAR certification: Yes
• CSA STAR accreditation date: 11/04/2022
• CSA STAR certification level: Level 1: CSA STAR Self-Assessment
• What the CSA STAR doesn’t cover: In house data processing and document production which is outside the cloud service side.
• PCI certification: No
• Cyber essentials: No
• 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: We meet ISO:27001 standards, all checks and tests are documented and results stored. We have in place automated processes to ensure data is cleared after it's retention date along with monthly manual housekeeping checks. After use data is encrypted and archived for the retention term.

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: All components of the service have been developed within a change control system. Every change is documented and revertible for review and testing. All changes are reviewed before deployment and tested for security if thought to raise any security risks.
• Vulnerability management type: Conforms to a recognised standard, for example CSA CCM v3.0 or SSAE-16 / ISAE 3402
• Vulnerability management approach: Threats are assessed on potential risk to service and data security.; Standard security patches are tested and deployed weekly. Any vulnerability actively affecting service would be patched within 24hrs. ; We gather information by monitoring access, use and feedback to the service along with reports concerning components in use (os, db, web server, server side code components).
• Protective monitoring type: Supplier-defined controls
• Protective monitoring approach: We log and monitor all access to the service, highlighting unknown ip, invalid service use, or invalid api keys.; Proactive systems (fail2ban) maintain a firewall approach to catch early attacks. If security is found to be compromised we would respond immediately with the goal to remedy within 24hrs.
• 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 are assessed on risk to service and user data security. users can report incidents through any of our methods of contact. All reported incidents are logged. Incidents cause and efforts to prevent going forwards will be documented in our change control system. Reports would be provided at request.

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

• Social Value:

  Social Value

  • Fighting climate change
  • Equal opportunity

  Fighting climate change

  We are committed to supporting our clients’ ambitions and the; UK Government’s targets by achieving Carbon Net Zero by 2050. We have a documented Carbon Net Zero plan which sets out our short and long-term targets we have set to achieve this.; ; We have ISO 14001 and/or ISO 50001 at our manufacturing; locations and have active programs addressing materials and energy efficiency which have been running for around 15 years.; These management systems provide the framework to drive both site; and group level improvements to our energy and carbon reporting,; efficiency and emissions.; ; Our Net Zero Plan builds on these foundations.

  Equal opportunity

  We have a document Equality, Diversity and Inclusion Policy.; ; We are committed to embedding equality, diversity and inclusion across our Company, to ensure that there is a working environment which is welcoming, inclusive, respectful and free from unlawful discrimination.; ; The Company aims to create and sustain a positive working environment whereby employees are selected and treated solely on the basis of their merits, abilities and potential, regardless of gender, colour, ethnic or national origin, disability, socio- economic background, religious or political beliefs, trades union membership, family circumstances, sexual orientation or other irrelevant distinction.; ; The Company will develop and endeavour to maintain structures, practices and procedures which have the effect of treating people on the basis of their ability and potential. It recognises that different people and groups have different needs and that people have multiple-identities and multiple needs. The Company will make reasonable adjustments and proportional changes to our processes and procedures to meet the needs and circumstances of its employees.; ; We operate a policy of fair and equitable treatment for all employees and for all applicants for employment. It is therefore opposed to any form of less favourable treatment or financial reward through direct or indirect discrimination, harassment, victimisation to employees or job applicants on the grounds of race, religious beliefs, political opinions, creed, colour, ethnic origin, nationality, marital/civil partnership, parental status, sex, sexual orientation, gender re- assignment, gender identity or disability and to any form of less favourable treatment on the grounds of handicap or age.

Pricing

• Price: £0.34 to £0.73 a unit
• Discount for educational organisations: No
• Free trial available: Yes
• Description of free trial: Account setup, testing, document storage, processing and provision of test user accounts.

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 graeme.nye@dsigroup.com. Tell them what format you need. It will help if you say what assistive technology you use.