Agilisys Ltd

Complaints Handling

Complaints Handling helps staff triage and process complaints by enhancing and automating the management and resolution process. Utilising organisation-specific complaint policies and best practice standards, AI enables better triaging, complaint response and reporting, driving insight and reducing the cost and complexity of complaint management.

Features

• Secure UK tenancy
• Cloud-based solution
• Third-party API integrations – connect with your case management platforms

Benefits

• Automatic complaints summaries
• Automatic acknowledgement and update emails
• GenAI-powered triaging of complaint type and relevant responder
• Post resolution analytics dashboards

£1,400 an instance 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 info@agilisys.co.uk. Tell them what format you need. It will help if you say what assistive technology you use.

Framework

G-Cloud 14

Service ID

815719004815350

Contact

Gemma Teagle
07792 169644
info@agilisys.co.uk

Service scope

• Software add-on or extension: No
• Cloud deployment model: Public cloud
• Service constraints: This system operates from the Azure Cloud.; This system requires periodic maintenance.
• System requirements: Internet access

User support

• Email or online ticketing support: Email or online ticketing
• Support response times: Within two working days
• User can manage status and priority of support tickets: No
• Phone support: No
• Web chat support: No
• Onsite support: No
• Support levels: We offer dedicated customer success for all clients, with a standard tiered offering. All customers receive the same package of customer support (no variation on cost). Support is offered via a dedicated customer success email inbox, 121 support calls, team workshops for on-boarding and troubleshooting, and regular usage reports where required.
• Support available to third parties: No

Onboarding and offboarding

• Getting started: Users will be onboarded via online onboarding and training sessions. Once users are onboarded the platform will be available by standard login. Ad-hoc support sessions will also be available.
• Service documentation: Yes
• Documentation formats:
  • HTML
  • PDF
• End-of-contract data extraction: When contracts end or clients are not upgraded or transferred to new versions of the system (as dictated by contracts) customer data is made available to customers in an open format and removed permanently from the database. Data processed by Microsoft Azure Ai Azure (Ai services) may be retained for up to 30 days for monitoring and will subsequently be deleted
• End-of-contract process: At the end of the contract period clients (and their users/citizens) lose access to the system. Billing ends and we work with clients to bring services to a close.

Using the service

• Web browser interface: Yes
• Supported browsers:
  • Microsoft Edge
  • Firefox
  • Chrome
• Application to install: No
• Designed for use on mobile devices: Yes
• Differences between the mobile and desktop service: Formatted for mobile devices
• Service interface: No
• User support accessibility: None or don’t know
• API: Yes
• What users can and can't do using the API: API requirements are collated during onboarding with APIs generated to meet client requirements.
• API documentation: No
• API sandbox or test environment: No
• Customisation available: Yes
• Description of customisation: The categorisations of complaints can be customised according to customer needs. This will be done as part of a discovery process.

Scaling

• Independence of resources: This system auto-scales through the cloud.

Analytics

• Service usage metrics: Yes
• Metrics types: Service usage metrics, throughput, latency and relevance are recorded and shared with clients upon request.
• Reporting types: Reports on request

Resellers

• Supplier type: Not a reseller

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: 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: Encryption of all physical media
• Data sanitisation process: No
• Equipment disposal approach: A third-party destruction service

Data importing and exporting

• Data export approach: Users can download their data in an open format.
• Data export formats: CSV
• Data import formats: Other

Data-in-transit protection

• Data protection between buyer and supplier networks: Other
• Other protection between networks: All data is end to end encrypted.
• Data protection within supplier network: Other
• Other protection within supplier network: All data is end to end encrypted.

Availability and resilience

• Guaranteed availability: We target 98% uptime. Availability SLAs available upon request.
• Approach to resilience: Databases are automatically backed up via cloud and recovery is verified manually. Issues are raised by the client with customer success. A ticket is created on our ticketing system and assigned to the correct team (data or dev). The team update the ticket when the issue is solved and tested. Customer Success then goes back to the client.
• Outage reporting: Scheduled maintenance will be communicated to the Customer at least 2; days in advance. During such maintenance services may be temporarily unavailable. Our customer success team contacts clients via email, or an alternative agreed channel. We maintain communication with the client throughout the duration of an incident.

Identity and authentication

• User authentication needed: Yes
• User authentication:
  • 2-factor authentication
  • Username or password
• Access restrictions in management interfaces and support channels: Role-based access is applied. Users are agreed with clients.
• 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

Standards and certifications

• ISO/IEC 27001 certification: Yes
• Who accredited the ISO/IEC 27001: LRQA
• ISO/IEC 27001 accreditation date: 11/03/2024
• What the ISO/IEC 27001 doesn’t cover: Offices outside the United Kingdom.
• 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: NHS DSPT

Security governance

• Named board-level person responsible for service security: Yes
• Security governance certified: Yes
• Security governance standards:
  • ISO/IEC 27001
  • Other
• Other security governance standards: In addition to ISO 27001: Cyber Essentials Plus and NHS Data Security Protection Toolkit
• Information security policies and processes: Our robust ISO 27001 accredited ISMS undergoes both internal and external auditing and includes: Information Security Policy, Information Management Policy, Acceptable Use Policy, IT Device Policy, BYOD policy, Remote Working Policy, Privileged Access Management Policy, Access Control Policy, Encryption Policy, Vulnerability & Threat Management Policy, AI Policy, Data Protection Policy, Agilisys' Secure Development Standard, Agilisys' Secure Engineering Principles and Cloud Security Policy.

Operational security

• Configuration and change management standard: Supplier-defined controls
• Configuration and change management approach: ITIL-aligned change management process for internal changes. Agilisys' Information Security department supports change reviews and approvals to ensure security aspects/needs are well understood and met. Our configuration and change management process employs an integrated system for tracking and monitoring all components of our services, using tools for real-time visibility and version control. Each component is cataloged with identifiers and metadata, allowing for precise rollback capabilities. Changes undergo rigorous impact analysis and risk assessment, utilising a combination of static and dynamic analysis tools to evaluate security implications, complemented by peer reviews and automated testing against a comprehensive security checklist before deployment.
• Vulnerability management type: Supplier-defined controls
• Vulnerability management approach: Agilisys vulnerability management consists of a combination of automated and manually run vulnerability scanners. Host-based, network-based, and externally hosted tooling provides holistic assessments of infrastructure, applications and perimeter scanning. Regular Cyber Essentials Plus assessments and IT Health Checks provide expert validation. Vendor warnings / updates, threat intelligence subscription services and early warning notifications from multiple UK authorities & manual investigation / research carried out by our in-house InfoSec team augment these processes. Agilisys patching schedules adhere to Cyber Essentials Plus.
• Protective monitoring type: Supplier-defined controls
• Protective monitoring approach: Agilisys has a robust incident response process. Agilisys utilises a number of internal monitoring tools including EDR and a 24/7 365 human operated SOC as well as our InfoSec Team monitoring various protective alarms and carrying out proactive threat hunting activities. We also have a vulnerability management process included as part of the ISO 27001 accredited ISMS. Our protective monitoring strategy utilises a set of thresholds and alerts. We maintain a strict policy to begin incident response procedures within one-working-day of incident identification. Effected service users are informed and updated via email or other channel as agreed with each client.
• Incident management type: Supplier-defined controls
• Incident management approach: Agilisys has an internal incident management process. This is supported by multiple teams, including the Major Incident team, and the InfoSec team. Issues are raised with Customer Success. A ticket is created on our ticketing system and assigned to the correct team (data or dev). The team update the ticket when issue is solved and tested. Customer Success then updates the client and provides incident reports via email.

Secure development

• Approach to secure software development best practice: Supplier-defined process

Public sector networks

• Connection to public sector networks: No

Social Value

• Social Value:

  Social Value

  • Fighting climate change
  • Covid-19 recovery
  • Tackling economic inequality
  • Equal opportunity
  • Wellbeing

  Fighting climate change

  Agilisys’ Environmental Management System is ISO140001:2015 certified, we understand the critical importance of addressing climate change and have committed to reducing our own carbon footprint while helping our customers to reduce theirs. Through our current initiatives, we have already reduced our GHG emissions by ~13% from our initial baseline, set in FY2021/22. In tackling climate change, we have both client facing and internal objectives to lessen Agilisys’ impact on the environment. Our client focussed objectives include - Providing timely Emissions information; Ensuring that all clients are informed of their GHG emissions on a regular basis as part of standard service reporting; Provide advice and guidance on reducing emissions; Provide information of optimising and efficient utilisation of services to reduce GHG emissions. Our internal objectives have been set to address the mix of emissions that we have across all three scopes and are summarised as - Improving awareness - Ensuring that all employees are informed about Agilisys' net-zero targets, environmental policies, principles, and procedures; Reducing business mileage - business mileage should be within 10% of the 71,611 miles travelled in 2022-23 now that COVID restrictions have been fully lifted; Improved Baselining - We're improving our data collection to create a thorough baseline for tracking all emissions, including non-mandatory aspects. Agilisys is committed to sustainability, through baselining, targeted emission reduction initiatives, and transparent reporting practices and we are continually improving our Environmental Management System. This benefits our clients through - Demonstrable Environmental Impact - our approach ensures a demonstrable reduction in environmental impact through rigorous baseline measurement and optimisation initiatives; A responsible track record - Our EMS is ISO14001:2015 certified and has already delivered a ~13% reduction in tCO2e and our reporting and management are being continually improved; Transparent Reporting - We publish environmental reporting annually, measuring ourselves against our environmental commitments.

  Covid-19 recovery

  Agilisys’ passion and commitment to supporting the recovery from COVID-19 is demonstrated by our co-founder, Manoj Badale, holding a role as Commissioner of the COVID Recovery Commission. The following examples evidence the scale of our commitments and proven approach and ability to deliver exceptional outcomes with our customers: North Lanarkshire Council – Agilisys has designed and developed a series of online modules, in playbook format, to be used by senior phase pupils and modern apprentices. The modules are designed to increase young people’s awareness, motivation, resilience and persistence and include activities and practical exercises to assist them in writing a personal statement or CV, preparing for interview and ultimately tips to help them adjust to the workplace. Helping Hands – In response to the pandemic, Agilisys designed and built a contact management solution that is designed to track both outreach contacts with vulnerable people and identify their specific needs. This solution was deployed on an ’at cost’ basis to thirteen authorities in 2020. Agilisys understands the profound consequences that COVID-19 has had on communities across the UK and has a deep understanding of how to make a positive impact to help stimulate recovery across key areas. Agilisys is operating in the highest growth sector in the UK economy. As a technology and Digital transformation company, we continue to work with our customers in successfully building Digital Skills within communities across the UK. For this reason, we believe Digital Skills is the best and most effective way for us to deliver best value and tangible benefits. In developing the focus of our social value offer we have concentrated on the creation of employment opportunities and the enablement activities of sponsoring and supporting re-training of young people – one of the most impacted generations of our community impacted by COVID-19.

  Tackling economic inequality

  We recognise the problem of workplace inequality and its pernicious impact. Agilisys is committed to ethical behaviour, transparency, and accountability, ensuring trust with clients and partners as part of our core value of Integrity. We are committed to fair working practices for workers in our sphere of influence, including everyone engaged in the delivery of our services. Our approach to tackling workforce inequality is multifaceted, integrating ethical considerations, compliance measures, and committing to fair working practices. We believe that being inclusive is fundamental to project and service delivery, and fair practices are an essential component of workplace wellbeing. Our Chief Executive Officer is responsible for compliance with our workforce inequality policy, which he also sponsors, this is reviewed annually. Under this policy, Agilisys has taken the following steps in relation to slavery and human trafficking: Expanding our whistleblowing policy to cover concerns about slavery or human trafficking; Ensuring practices for checking that all employees are paid at least the minimum wage and have the right to work in the UK; Updating template commercial agreements to include an obligation that suppliers will comply with the Modern Slavery Act, corresponding local legislation or, where no such legislation exists, the spirit of the Modern Slavery Act; Identifying and prioritising high-risk areas in the supply chain. Agilisys is committed to fair working practices for all, and takes rigorous steps at policy and operational levels to tackle workplace inequality. Ethical Framework - Our commitment to an ethical framework ensures the identification and mitigation of modern slavery and human trafficking risks. Legal Compliance - Our rigorous processes manage compliance with all applicable employment laws ensuring legally sound and responsible service delivery. Positive Outcomes - Our regular staff surveys show that our employees value Agilisys’ commitment to workplace equality and making the world a better place.

  Equal opportunity

  We have an active Diversity and Inclusion strategy with initiatives across Agilisys, ensuring that we are a truly welcoming place to work, actively promoting diversity and inclusion. Initiatives include: Reach Network - Agilisys is committed to consistently improving the level of ethnic diversity within the company. The company conducts itself with the following principles in mind: Zero tolerance of Racism and prejudice; Encourage education about racial inequalities; Support for staff is always available. Our Diversity & Inclusion committee drives the notion of a level playing field forward Agilisys has made diversity and inclusion central to its policies. Women in IT - Agilisys actively recruits and develops in-house female talent. Below are some of the initiatives implemented to address gender inequality: Work Shadowing to encourage girls to start their careers in technical roles. Partnering with ADA academy to hire female BAME and LGBTQ+ early tech talent. Embrace & Enable - This network aims to bring together members of the Agilisys community with a physical or mental impairment, developmental condition, or other condition covered by disability legislation in an informal and relaxed way. Through this network, we want to empower Agilisys to be more disability confident, leverage diversity of thought, and create a collaborative, supportive working space where our people can flourish, everyone feels comfortable and safe in the workplace. LGBTQ+ network- This network provides a platform to celebrate the LGBTQ+ community, to challenge prejudice, and to help shape Agilisys into a place where everyone feels safe and comfortable to be their true selves. People don’t need to identify as LGBTQ+ to be involved - the network is for anyone who has an interest in creating a support network, raising awareness, and keeping the business honest in providing equal opportunities as a diverse and inclusive place of work.

  Wellbeing

  Confidently Digital - Invest in new technology to improve people's health, lives and digital services; The rapid pace in the development of ‘Gen-Tech’ such as ChatGPT provides huge potential to improve people’s health, lives, and digital services. Examples of initiatives include: Development of software products that predict frailty amongst the elderly, enabling proactive intervention by Adult Services to help keep people living independently in their own homes for longer, delivering a better quality of life and reducing expenditure on care homes; Gen-Tech powered solutions that can propose optimized care packages for care workers to review/amend/approve, freeing up time to focus on interventions and driving better outcomes; Our RPA, Data and IoT capabilities can, we believe, support our clients in effectively harnessing the future digitally aspirational workforce, and enable deliver of better services at lower cost. Agilisys uses the following approach to ensure our Social Impact commitments on our contracts deliver significant value and maximum impact for the communities, staff, customers and patients that they are intended for. Step 1: Defining Outcomes is a process of agreeing the outcomes with our clients. Step 2: Is the process of agreeing the priorities and cycle of activities. Step 3: Involves a detailed schedule of stakeholder engagements to ensure we communicate and gain buy in to the Social Value Plan and where appropriate sponsors are in place to guide and lead the approach and communications in their localities. We have over 70 local authority partners across the UK. Step 4: Is the Implementation Phase. We will ensure that the plan is well resourced and clear governance is in place to maintain momentum and ensure decisions and activities are kept on track.

Pricing

• Price: £1,400 an instance a month
• Discount for educational organisations: No
• Free trial available: Yes
• Description of free trial: 30 Day 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 info@agilisys.co.uk. Tell them what format you need. It will help if you say what assistive technology you use.