CLOUD APPLICATION SERVICES LTD

MyTeamsWork Case Management

MyTeamsWork, a configurable case management application deployed into buyer’s Microsoft 365 and Azure cloud environment. It integrates with Microsoft Teams and Microsoft 365 to enable secure, collaborative case management. Service allows organisations to configure data models, workflows, forms, and permissions without custom code, enabling rapid adoption and early value delivery.

Features

• Fully configurable case data model
• Integrates seamlessly with your workflows
• Integration with Azure AD/Microsoft Entra for Single Sign On
• Easily manage user rights and access levels
• Configurable dashboards to track progress easily
• All documentation stored within secure Microsoft 365 cloud platform
• Configurable security model
• Microsoft Teams based application
• Extensive auditing
• Support for automated notifications and alerts

Benefits

• Manage cases efficiently within Microsoft Teams
• Produce management reports using Microsoft Power BI
• Inherits Microsoft 365 security controls
• Simplified training and adoption
• Accessible via mobile devices
• Track case progress in real time
• Quickly onboard users with familiar Microsoft tools
• Reduce manual handling through configurable automation
• Standardise workflows across teams and departments
• Integrates easily with other applications including Power Automate

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

Framework

G-Cloud 15

Service ID

819503025362195

Contact

Niall Curran
+442895926001
info@cloudapplicationservices.com

About your service

• Service categories:

  Applications

  Production and operations

  Service industry and public sector operations

  • Public Order and Safety
  • Other
• Multi cloud support: No

Service scope

• Software add-on or extension: Yes
• What software services is the service an extension to: Microsoft 365
• Cloud deployment model: Public cloud
• Service constraints: None
• System requirements:
  • Microsoft 365 tenant with SharePoint Online enabled
  • Microsoft Teams licence for end users
  • Microsoft Entra ID for user authentication
  • Supported modern web browser
  • User accounts managed within Microsoft 365 tenant
  • Power BI licence for advanced reporting
  • Appropriate Microsoft 365 permissions for configuration
  • TLS 1.2 or higher network security

User support

• Email or online ticketing support: Yes
• Support response times: Response times are dependent on the desired support contract. We currently support customers across a range of response times, but typically operate in a 1-2 hour first response window.
• User can manage status and priority of support tickets: Yes
• Online ticketing support accessibility: WCAG 2.2 AA
• Phone support: Yes
• Phone support availability: 9 to 5 (UK time), Monday to Friday
• Web chat support: No
• Onsite support: No
• Support levels: Cloud Application Services provides flexible support options for the MyTeamsWork case management application.; ; Standard Support is provided during UK business hours and includes incident logging, fault investigation, and application-level issue resolution via email and an online ticketing system.; ; Enhanced Support provides extended service hours and prioritised response for higher-impact incidents. This option is suitable for operationally critical services requiring faster response and closer engagement.; ; Critical Support can be provided on an on-call basis, including out-of-hours coverage for severe incidents, subject to agreement. Response targets and availability are defined in the support agreement.; ; Support costs are agreed with the buyer based on the selected support level, service hours, and required response times. Pricing may be structured as a fixed support fee or time-and-materials, as detailed in the Call-Off Contract.; ; Each customer is assigned a named Technical Account Manager to act as a single point of contact for service coordination, reporting, and escalation. Application support is delivered by experienced Cloud Support Engineers with expertise in Microsoft 365–based solutions.
• Support available to third parties: No

Onboarding and offboarding

• Getting started: Online Training
• Service documentation: Yes
• Documentation formats: PDF
• End-of-contract data extraction: MyTeamsWork does not store any data, all data including configuration is stored in the Buyer's SharePoint systems that are being utilised.
• End-of-contract process: At the end of the contract, access to the MyTeamsWork application is removed. All customer data, including case records, documents, and configuration, remains fully available within the customer’s Microsoft 365 environment.; ; As MyTeamsWork does not store or process customer data outside the customer’s Microsoft 365 tenant, no mandatory data export or data transfer activity is required. Customers retain full ownership and control of their data at all times.; ; The contract price includes standard offboarding activities, including disabling application access and providing guidance on continued access to data within Microsoft 365.; ; Any additional services requested at contract end, such as bespoke data extraction, reporting, configuration changes, or extended support during transition to an alternative solution, may be provided at additional cost and agreed in advance with the customer.
• Documentation accessibility standard: WCAG 2.2 AA

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: None
• Service interface: Yes
• User support accessibility: WCAG 2.2 AA
• Description of service interface: MyTeamsWork provides a browser-based web user interface and a Microsoft Teams–embedded interface. Users access the service through standard modern web browsers or directly within Microsoft Teams, with no separate client installation required. The interface presents configurable dashboards, case views, forms, workflows, and document access, all rendered using standard web technologies. The service relies on Microsoft 365 and Teams UI components where possible, providing a familiar and consistent user experience aligned with the Microsoft ecosystem.
• Accessibility standards: WCAG 2.2 AA
• Accessibility testing: Accessibility considerations are incorporated into the design and testing of the MyTeamsWork user interface. The service is built using standard web technologies and Microsoft Teams and Microsoft 365 UI components, which provide built-in support for accessibility features such as screen readers, keyboard navigation, high-contrast modes, and scalable text. Interface testing has included validation of keyboard-only navigation, focus order, contrast settings, and screen reader compatibility using commonly available tools and platform features. Where issues are identified, they are addressed as part of our standard defect and change management process. We continue to review accessibility as part of ongoing service improvement and respond to customer feedback relating to assistive technology use.
• API: No
• Customisation available: Yes
• Description of customisation: Authorised users can customise data fields, form layouts, workflows & templates. Some integrations can be automated with workflow.

Scaling

• Independence of resources: MyTeamsWork is deployed within each customer’s Microsoft 365 tenant. Application data and resources are isolated per tenant, ensuring one customer’s usage does not impact another. Scalability, performance, and resource management are provided by Microsoft 365 and Azure services, which automatically scale to meet demand.

Analytics

• Service usage metrics: No

Resellers

• Supplier type: Not a reseller

Staff security

• Staff security clearance: Other security clearance
• Government security clearance: 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: Managed by a third party
• Penetration testing frequency: Less than once a year
• Penetration testing approach: In-house
• Protecting data at rest: Other
• Other data at rest protection approach: This service does not store customer data. All data is stored and encrypted at rest within the customer’s Microsoft 365 (SharePoint) environment and protected by Microsoft platform controls.
• Data sanitisation process: No
• Equipment disposal approach: In-house destruction process

Data importing and exporting

• Data export approach: All data is stored within the customer’s Microsoft 365 environment, primarily in SharePoint Online. Users can export their data at any time using standard Microsoft 365 tools and APIs, including SharePoint export functionality and Microsoft administrative tools. MyTeamsWork does not restrict or control data export and does not provide proprietary export tooling.
• Data export formats:
  • CSV
  • Other
• Other data export formats: Can be accessed and exported in original Microsoft 365 formats.
• Data import formats:
  • CSV
  • Other
• Other data import formats:
  • Microsoft 365 supported formats including XLSX, DOCX and PDF
  • Structured data imported using Microsoft 365 APIs and tools

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: MyTeamsWork does not store or process user data within the CAS network. All data transmission occurs within the customer’s Microsoft 365 environment and is protected using Microsoft-managed TLS encryption. No customer data transits to or from CAS-managed networks.

Availability and resilience

• Guaranteed availability: MyTeamsWork operates within the customer’s Microsoft 365 environment. Microsoft guarantees 99.9% availability for applications running within a customer subscription, in line with Microsoft 365 published service level agreements. Availability service credits and refunds are provided directly by Microsoft where applicable under their SLA. Cloud Application Services does not provide separate availability credits but supports customers in incident management and service restoration.
• Approach to resilience: MyTeamsWork is designed to be resilient by operating entirely within the customer’s Microsoft 365 environment. All application data and configuration are stored in Microsoft 365 services, which provide built-in resilience through multi-region datacentres, automated failover, redundancy, backup, and disaster recovery controls managed by Microsoft.; ; Service availability and data resilience are therefore delivered in line with Microsoft 365’s published resilience and business continuity arrangements. Cloud Application Services does not host or manage customer data infrastructure, reducing single points of failure. We support customers during incidents by assisting with diagnosis, communication, and service restoration activities within the Microsoft platform.; ; Detailed information on Microsoft 365 datacentre resilience and recovery processes is available on request.
• Outage reporting: The App is hosted in the Client's Microsoft 365 environment. Microsoft notification policy states - When a service incident occurs, Microsoft recognizes that timely, targeted, and accurate communications are critical for customers. Microsoft notifies administrators by communicating directly to impacted customers via Service health on the Microsoft 365 admin center. Service incident updates are provided on an hourly cadence or, if a different cadence is required, it will be stated in the SHD communication posting. The Admin App for organization administrators gives you the ability to connect with your organization's Microsoft service status on the go. Microsoft administrators will have the ability to view service health information and maintenance status updates from their mobile devices.

Identity and authentication

• User authentication needed: Yes
• User authentication: Multi-Factor Authentication (MFA)
• Access restrictions in management interfaces and support channels: Access to management interfaces and support channels is restricted using role-based access control (RBAC) and least-privilege principles. User access is authenticated via Microsoft Entra ID, with permissions assigned based on job role. Administrative access is limited to authorised personnel only. Support systems and portals are access-controlled, logged and reviewed in line with our ISO/IEC 27001 information security policies.
• Access restriction testing frequency: At least once a year
• Management access authentication:
  • Multi-Factor Authentication (MFA)
  • Username or password

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 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

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: Cloud Application Services operates an ISO/IEC 27001-certified Information Security Management System (ISMS). We maintain documented policies and procedures including Information Security, Business Continuity, Incident Management, Access Control, Firewall, Password, Backup, Patch Management and Secure Development policies.; ; All policies have named owners at senior management or board level and are reviewed at least annually. Compliance is enforced through mandatory staff training, role-based access controls, and defined operational procedures. Information security performance and risks are monitored through regular internal audits and reviewed at senior management meetings. Our approach is independently assured through ISO/IEC 27001 certification and Cyber Essentials Plus accreditation.
• Software Security Code of Practice: Yes

Operational security

• Configuration and change management standard: Supplier-defined controls
• Configuration and change management approach: MyTeamsWork configuration and change management is controlled through Microsoft Azure DevOps. All service components, configurations and changes are logged, version-controlled and tracked throughout their lifecycle. Changes are formally recorded, analysed, prioritised and approved before implementation. Each change is assessed for potential security, availability and data protection impacts in line with our Secure Development Policy. Progress and outcomes are monitored and reported, with stakeholders kept informed throughout the change process.
• Vulnerability management type: Supplier-defined controls
• Vulnerability management approach: Vulnerability management is aligned to ISO/IEC 27001, Cyber Essentials Plus and National Cyber Security Centre guidance. Potential threats are identified through vendor security advisories, Microsoft security notifications, NCSC alerts and internal reviews. Vulnerabilities are risk-assessed, prioritised and tracked through our change management process. Security patches and mitigations are applied promptly in line with severity and business impact, following testing and approval. Vulnerability status and remediation actions are monitored and reviewed regularly by senior management.
• Protective monitoring type: Supplier-defined controls
• Protective monitoring approach: The service operates within the Microsoft 365 platform and benefits from Microsoft’s built-in protective monitoring, including security event logging, threat detection and automated alerts. Potential compromises are identified through Microsoft security monitoring, audit logs and service health notifications. Where a potential compromise is identified, incidents are handled in line with our ISO/IEC 27001–aligned Security Incident Management process, including assessment, containment and escalation. Response times are prioritised based on severity, with critical incidents acted upon immediately and customers informed as required.
• Incident management type: Supplier-defined controls
• Incident management approach: Cloud Application Services operates an ITIL-aligned incident management process with predefined procedures for common incident types and severity levels. Users can report incidents via our 24/7 online service desk portal or email support channels. Incidents are logged, prioritised, investigated and tracked through to resolution in line with agreed SLAs. Customers receive regular status updates and post-incident reports where appropriate, including root cause analysis and corrective actions. Incident trends are reviewed to support continuous service improvement.
• Post-quantum cryptography secure: No

Secure development

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

Public sector networks

• Connection to public sector networks: No

Pricing

• Discount for educational organisations: No
• Free trial available: No

Discount percentage by annual call-off contract value (excluding VAT)

• Less than £250,000: 0%
• Between £250,000 and £500,000: 2%
• Between £500,001 and £1,000,000: 5%
• Between £1,000,001 and £2,500,000: 7%
• Between £2,500,001 and £5,000,000: 10%
• Over £5,000,001: 12%

Non-mandatory Standards and certifications

• ISO/IEC 27001 certification: Yes
• Who accredited the ISO/IEC 27001: British Assessment Bureau
• ISO/IEC 27001 accreditation date: Monday 17 March 2025
• What the ISO/IEC 27001 doesn’t cover: NA
• ISO 28000:2022 certification: No
• ISO 9001 certification: No
• Quality management systems (QMS): Yes
• CSA STAR certification: No
• PCI certification: No
• Cyber essentials: No
• Cyber Essentials Alternative: In relation to the services you do not have a current and valid Cyber Essentials certificate which has been awarded by one of the government approved Cyber Essentials accreditation bodies but you are working towards gaining it, and will be in a position to confirm that you have been awarded a current and valid Cyber Essentials certificate by one of the government approved accreditation bodies within 12 months of the date of award.
• Cyber essentials plus: No
• Cyber Essentials Alternative: In relation to the services you do not have a current and valid Cyber Essentials Plus certificate which has been awarded by one of the government approved Cyber Essentials accreditation bodies but you are working towards gaining it, and will be in a position to confirm that you have been awarded a current and valid Cyber Essentials Plus certificate by one of the government approved accreditation bodies within 12 months of the date of award.
• Other security certifications: No

Social value

• Section B - Commitment for Future: Delivery:

  • Mission: Kick start economic growth. To secure the highest sustained growth in the G7 - with good jobs and productivity growth in every part of the country making everyone, not just a few, better off.

    Policy Outcome 1: Fair work: That offers fair wages and good working conditions. Help people get a job, stay in work, and progress in their careers, with good employment opportunities across the country. Notes: Where there is a large proportion of labour costs in the contract, commercial teams should consider MAC in Outcome 1 as a priority

    • New or retained jobs on the contract workforce in the relevant area that meet the criteria set out in MAC 1b, 1c and 1d
    • Providing opportunities for, and measuring and monitoring of, staff workforce conditions over time, including employee engagement, involvement in decision-making and satisfaction and adapting to any changes in the results, with clear processes for acting on issues identified
    • Employment contracts that reflect actual hours worked; steps taken to ensure employees understand their contracts and have the ability to review and adjust them if actual hours regularly exceed contracted hours
    • Activities that support an environment where staff are educated about, and feel empowered to, address their physical wellbeing
    • Activities that support an environment where staff are educated about and feel empowered to report and address bullying and harassment
    • Activities to cascade good practice on fair working conditions throughout the supply chain
    • Payment of more than the National Minimum Wage or National Living Wage (as appropriate) to the contract workforce
    • Entitlement to sick pay for the contract workforce, with provision in place for any staff who do not meet the earnings threshold for statutory sick pay, payment of sick pay from day one of absence and payment of staff on the contract workforce who are off sick a replacement income of 100% of their usual earnings for as long as possible
    • Understanding of in-work progression issues affecting the market, industry or sector relevant to the contract, and in the supplier’s own organisation and those of its key sub-contractors
    • Measures to support in-work progression to help people in the contract workforce, to move into higher paid work by developing new skills relevant to the contract
    • Understanding of the modern slavery risks and issues affecting the market, industry, sector or country (of origin or of source) relevant to the contract, and the workforce in the supplier’s own organisation and those of its key subcontractors

  • Mission: Kick start economic growth. To secure the highest sustained growth in the G7 - with good jobs and productivity growth in every part of the country making everyone, not just a few, better off.

    Policy Outcome 2: Skills for growth: Supporting growth sectors and addressing skills gaps.

    • Understanding of employment and relevant skills issues, and of the education and training issues relating to the contract. Illustrative examples: demographics, skills shortages, new opportunities in high growth sectors, geographic/local community and skills/employment challenges

  • Mission: Kick start economic growth. To secure the highest sustained growth in the G7 - with good jobs and productivity growth in every part of the country making everyone, not just a few, better off.

    Policy Outcome 3: Resilient, innovative and flexible supply chains: Support economic growth through enabling resilient businesses, opportunities for small businesses and voluntary, community and social enterprises

    • Activities to identify opportunities to open up sub-contracts under the prime contract to a diverse range of businesses, including new businesses, entrepreneurs, start-ups, SMEs, VCSEs and mutuals
    • Ensuring accessibility to contracting and subcontracting opportunities for disabled business owners and employees
    • Measures to involve local stakeholders and/or users in design (e.g. in the design of services, systems, products or buildings)
    • Support for community-led initiatives relevant to the contract. Illustrative examples: improving transport links; reducing loneliness; helping with English language proficiency; and facilitating social mixing among people with different backgrounds

  • Mission: Make Britain a clean energy superpower: To cut bills, create jobs and deliver security with cheaper, zero-carbon electricity by 2030, accelerating to net zero

    Policy Outcome 4: Sustainable procurement practices: Reducing carbon footprints, minimising waste, and promoting the use of clean energy and green technologies.

    • Delivery of additional environmental benefits through the performance of the contract, including working towards net zero carbon emissions and use of clean energy and green technologies

  • Mission: Break down barriers to opportunity: By reforming our childcare and education systems, to make sure there is no class ceiling on the ambitions of young people in Britain

    Policy Outcome 6: Employment and training: For those who face barriers to employment

    • Understanding of the issues affecting inequality in employment, skills and pay in the market, industry or sector relevant to the contract, and in the supplier’s own organisation and those of its key sub-contractors. Measures to tackle inequality in employment, skills and pay in the contract workforce

  • Mission: Break down barriers to opportunity: By reforming our childcare and education systems, to make sure there is no class ceiling on the ambitions of young people in Britain

    Policy Outcome 7: Creating a pipeline of opportunities: For the contract workforce, reducing barriers to entry for under-represented groups.

    • Understanding of issues relating to entering the contract workforce

  • Mission: Build an NHS fit for the future: That is there when people need it; with fewer lives lost to the biggest killers; in a fairer Britain, where everyone lives well for longer.

    Policy Outcome 8: Increasing productivity through physical and mental wellbeing: In the supply chain and communities in the relevant area.

    • Understanding barriers to access to health and social care services or employment opportunities e.g. digital inclusion

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