EAMS Group

Arcadis Rail Infra Enterprise Asset Management (EAM) on IBM Maximo Application Suite (MAS)

Our Rail Infrastructure Maximo Cloud Software offering is a world class service leveraged through years of industry experience combined with best in class EAM software IBM Maximo Application Suite (MAS).

Features

• Manage all assets in a common system platform
• Drive best practice industry processes
• Speed – have an EAM system available in days
• Scalability – scale to an unlimited number of users
• Solution cost – reduce total cost of ownership
• Arcadis will manage application and infrastructure (deployment, support, maintenance)
• Configurable platform – adapt to changing business requirements
• Optimised system performance through our cloud hosted environment
• Reduced consumer responsibility and risk (system installation and support)
• Decision Support Tool. Decision Analytics and Optimisation Module

Benefits

• Asset Management – Manage assets throughout the asset lifecycle
• Work Management – Manage both planned and unplanned work activities
• Service Management – Define services, SLAs and implement escalation procedures
• Contract Management – Manage purchase, lease, warranty, labour, user-defined contracts
• Inventory Management – Manage asset related inventory and its usage
• Procurement Management – Support all phases of enterprise-wide procurement
• Mobile Ready – Ability to configure connected mobile applications
• Operational Reporting – Rich set of out-of-the-box operational reports available
• Decision Support Tool. Decision Analytics and Optimisation Module

£109.00 to £595.00 a user a month

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 simon.evans@arcadis.com. Tell them what format you need. It will help if you say what assistive technology you use.

Framework

G-Cloud 14

Service ID

813605224665638

Contact

Simon Evans
44 (0) 20 3882 8448
simon.evans@arcadis.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: Arcadis EAM Solutions can be used with IBM Maximo SaaS
• Cloud deployment model: Hybrid cloud
• Service constraints: Targeted at Clients utilising or willing to use IBM Maximo Application Suite
• System requirements:
  • Linux or Windows Operating Systems
  • Linux or Windows Hypervisors
  • Red Hat OpenShift Container Platform
  • IBM DB2 Database Server
  • LDAP Active Directory Compatible
  • Multiple Browser Compatibility
  • Android / iOS Mobile Device Compatibility
  • IBM Websphere Liberty

User support

• Email or online ticketing support: Email or online ticketing
• Support response times: Service Level Agreements (SLAs) are agreed with each Client according to a set of 4 priorities ranging from Priority 1 (urgent) through to Priority 4 (question/service request). Selection criteria for each priority and response/resolution target times are defined and agreed using an impact to the business based approach.
• 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: 24 hours, 7 days a week
• Web chat support: Web chat
• Web chat support availability: 9 to 5 (UK time), 7 days a week
• Web chat support accessibility standard: WCAG 2.1 AA or EN 301 549
• Web chat accessibility testing: "Web chat is available through EAMS Group’s service desk software Zendesk. Zendesk Chat offers a powerful set of features, including visitor monitoring, automatic translations, agent-to-agent chat, shortcuts, triggers, transfer and many more. It is possible to customise Zendesk to improve its accessibility for use with screen-reading technology. ; ; Where required or requested to directly by a client, Arcadis will undertake testing with assistive technology users. Zendesk have undertaken thorough accessibility testing and provide features within the standard product to improve accessibility."
• Onsite support: Yes, at extra cost
• Support levels: Arcadis follow an ITIL approach to support with Level 1 residing with the Client (e.g. Client IT) and Arcadis support starting from Level 2. Tickets would be triaged at Level 1 and escalated to Arcadis. If higher level resource is required, escalation to Level 3 will follow.
• Support available to third parties: Yes

Onboarding and offboarding

• Getting started: Arcadis will provide a G-Cloud welcome pack which will include details of how to start using the service incorporating key items such as an overview of the service, connection details, support service contacts and escalation points. Should additional support be required, this is provided through our Cloud Support offering.
• Service documentation: Yes
• Documentation formats: PDF
• End-of-contract data extraction: Arcadis will agree a decommission plan with the Client which will incorporate a data extraction exercise ahead of the service being closed down. Arcadis will agree requirements and carry out the extraction (including trial runs), providing data to the Client in their chosen format.
• End-of-contract process: Once notice of end of contract is provided, Arcadis will begin the decommissioning process. A project plan will be agreed with the Client including key milestones leading up to final switch off of the service. Regular progress meetings will be held to ensure a smooth and well communicated closure.

Using the service

• Web browser interface: Yes
• Supported browsers:
  • Internet Explorer 11
  • Microsoft Edge
  • Chrome
  • Safari
• Application to install: Yes
• Compatible operating systems:
  • Android
  • IOS
  • Linux or Unix
  • MacOS
  • Windows
• Designed for use on mobile devices: Yes
• Differences between the mobile and desktop service: The IBM Maximo Mobile product is an extension of the desktop software e.g. with Work Management, users interact with Work Orders on the mobile device just as they would in desktop. The key benefit to mobile is that functionality, screens, fields etc. are tailored to the mobile user experience.
• Service interface: Yes
• User support accessibility: WCAG 2.1 A
• Description of service interface: IBM Maximo provides the Maximo Integration Framework to integrate to external systems to consume and publish data. It is highly configurable allowing integrations to be built based on client requirements to virtually any type of external system using multiple transfer methods such as SOAP, REST API and file transfer.
• Accessibility standards: WCAG 2.1 A
• Accessibility testing: The accessibility features in IBM Maximo enable users to use assistive technologies, such as screen reader software and digital speech synthesizers, to hear what is displayed on the screen and perform tasks within the software using only the keyboard.
• API: Yes
• What users can and can't do using the API: IBM Maximo provides the Maximo Integration Framework to integrate to external systems to consume and publish data. It is highly configurable allowing integrations to be built based on client requirements to virtually any type of external system using multiple transfer methods such as SOAP, REST API and file transfer.
• API documentation: Yes
• API documentation formats:
  • HTML
  • PDF
• API sandbox or test environment: No
• Customisation available: Yes
• Description of customisation: System administration users are able to configure or customise certain elements of the Maximo software such as screen design / layout, creation of new fields, creation of process workflow, escalations and communication templates to name a few. It is recommended that only trained users are given this level of access.

Scaling

• Independence of resources: Arcadis hosting ensures segregation of Client services either through discrete infrastructure components or by utilising the multitenancy environment capabilities of Maximo to provide segregated Client (tenant) spaces within the system. Provisioning and scaling the infrastructure based on the number of client users ensures stable system performance for all clients.

Analytics

• Service usage metrics: Yes
• Metrics types: Typical metrics monitored proactively are; disk space usage, CPU usage, memory usage, log tracking & alerting, port utilisation, individual application (service) health. Key metrics will be summarised and analysed for trends over time.
• Reporting types: Real-time dashboards

Resellers

• Supplier type: Reseller providing extra features and support
• Organisation whose services are being resold: IBM

Staff security

• Staff security clearance: Other security clearance
• 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: Less than once a year
• Penetration testing approach: ‘IT Health Check’ performed by a CHECK service provider
• Protecting data at rest: Physical access control, complying with CSA CCM v3.0
• Data sanitisation process: Yes
• Data sanitisation type: Explicit overwriting of storage before reallocation
• 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: Maximo offers various ways to export data via the Maximo Integration Framework. This can be as simple as downloading data directly from a list screen into Excel, running and exporting of a report through to more complex configured data exports based on user-defined data object structures.
• Data export formats:
  • CSV
  • Other
• Other data export formats:
  • XLS
  • XLSX
  • XML
  • Text Delimited
• Data import formats:
  • CSV
  • Other
• Other data import formats:
  • XLS
  • XLSX
  • XML
  • Text Delimited

Data-in-transit protection

• Data protection between buyer and supplier networks:
  • TLS (version 1.2 or above)
  • Legacy SSL and TLS (under version 1.2)
  • Other
• Other protection between networks: Access to Arcadis solutions is strictly via HTTPS SSL (secure socket layer) only so any data transferred is encrypted and secure.
• Data protection within supplier network:
  • TLS (version 1.2 or above)
  • Legacy SSL and TLS (under version 1.2)
  • Other
• Other protection within supplier network: Arcadis utilises network security management with network controls such as security access controlled VPCs (virtual private clouds) in order to host and protect client solutions. Data within the EAMS Group network and VPCs can only be accessed by users with access to the services they are specifically authorised to use.

Availability and resilience

• Guaranteed availability: Arcadis aim for 99.9% availability of the service on a monthly basis. As part of the contractual agreement with the Client, a service credits mechanism will be agreed which provides credit to any Client where the service failed to be available for this target amount of time.
• Approach to resilience: The Arcadis service is hosted with Amazon Web Services (AWS) which guarantees a target availability of 99.95% uptime per month. In addition to this layer of resilience, Production services are installed with high availability disaster recovery / failover capability which is hosted in a separate availability zone within AWS.
• Outage reporting: Any service outages will be formally communicated to the affected Clients as part of the Arcadis major incident management procedure. Communications will take the form of formal email notifications and conference calls with the agreed stakeholders and escalation points at regularly agreed intervals until the incident is resolved.

Identity and authentication

• User authentication needed: Yes
• User authentication:
  • 2-factor authentication
  • Limited access network (for example PSN)
  • Username or password
  • Other
• Other user authentication: Users will access the service using a pre-determined and agreed method of authentication. This can include; username and password, Lightweight Directory Access Protocol (LDAP) or application server authentication to support single sign-on and Security Assertion Mark-up Language (SAML) security.
• Access restrictions in management interfaces and support channels: Usernames and passwords remain the most common way of verifying a user’s identity. Stronger authentication (2 factor) using physical tokens and cryptographic techniques for enabled applications and remote access will be used where available. If required, integration to active directory LDAP services can be considered at an additional cost.
• Access restriction testing frequency: At least once a year
• Management access authentication:
  • Limited access network (for example PSN)
  • Username or password
  • Other
• Description of management access authentication: Users will access the service using a pre-determined and agreed method of authentication. This can include; username and password, Lightweight Directory Access Protocol (LDAP) or application server authentication to support single sign-on and Security Assertion Mark-up Language (SAML) security.

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: User-defined
• Access to supplier activity audit information: Users contact the support team to get 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: DNV
• ISO/IEC 27001 accreditation date: 09/02/2023
• What the ISO/IEC 27001 doesn’t cover: Outsourced development - The organisation shall supervise and monitor the activity of outsourced system development
• 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:
  • Cyber Security Essentials
  • Cyber Security Essentials Plus

Security governance

• Named board-level person responsible for service security: Yes
• Security governance certified: No
• Security governance approach: Arcadis operates an Information Governance Group consisting of senior executive team members with the responsibility of oversight, guidance and approval of the information risk and incident management processes. A Senior Information Risk Owner (director) and Information Security Manager (senior manager) ensure information security governance and polices are adhered to.
• Information security policies and processes: Arcadis operate based on a defined Information Security Governance Policy (available upon request). This is based on the international standard for Information Security Management Systems (ISO/IEC 27001) but also references other polices such as the HMG Security Policy Framework, ISO27002:2005, ISO27005:2008 and Arcadis HR and Records Management policies.

Operational security

• Configuration and change management standard: Supplier-defined controls
• Configuration and change management approach: The implementation of changes is controlled through formal change control procedures. They are documented and enforced to minimise the risk of changes adversely affecting operational systems. In emergency cases, to prevent system outages or recover a failed system, the emergency change procedure will be followed.
• Vulnerability management type: Supplier-defined controls
• Vulnerability management approach: Technical vulnerability management will be independently conducted to reduce risks introduced through the exploitation of known technical vulnerabilities, and is carried out for all applications and operating systems and wider technical infrastructure. System vendor notifications are monitored by system owners for any alerts relevant to the Arcadis IT infrastructure.
• Protective monitoring type: Supplier-defined controls
• Protective monitoring approach: Arcadis, we, will detect, identify and manage vulnerabilities, threats, and security gaps to prevent security incidents as far as possible. Dedicated monitoring toolsets are in use in order to provide proactive monitoring of systems hosted in the Arcadis Cloud.
• Incident management type: Supplier-defined controls
• Incident management approach: All information security events should be reported to the security mailbox and through line management as soon as possible following the event or incident. The primary point of contact is the information security team; all information security related events should also be reported to the Information security manager.

Secure development

• Approach to secure software development best practice: Conforms to a recognised standard, but self-assessed

Public sector networks

• Connection to public sector networks: No

Social Value

• Social Value:

  Social Value

  Fighting climate change

  Fighting climate change

  Advance decarbonization and avoidance: ; 1) Improving carbon capture; through lifecycle extension ; 2) Reducing asset energy usage; 20% through optimization ; 3) Reducing chemical and water; usage/waste ; 4) Enabling the next generation of; knowledgeable workers

Pricing

• Price: £109.00 to £595.00 a user a month
• 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 simon.evans@arcadis.com. Tell them what format you need. It will help if you say what assistive technology you use.