WHITESPACE WORK SOFTWARE LIMITED

Cloud 9 Citizen Mobile App

The Cloud 9 Citizen Mobile App gives residents access to information about their waste collection services and allows them to report issues like missed bins collections, graffiti and fly tipping.

Features

• Calendar shows when the next waste collection is due
• Automatic notifications
• Residents can report issues like graffiti directly to the council
• Information collected can be fed into your CRM system
• Keep residents up-to-date with the latest local news
• The app can be fully branded

Benefits

• Fewer customer queries
• Reduced missed bin collections
• Accurately reports issues
• Automates raising tasks
• Integrate other service areas
• Information publish instantly

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

Framework

G-Cloud 15

Service ID

826052429230904

Contact

Rhiain Dixon
01483231663
tenders@Whitespacews.com

About your service

• Service categories:

  Applications

  Customer relationship management

  • Digital commerce
  • Customer service
  • Contact centre
• Multi cloud support: No

Service scope

• Software add-on or extension: No
• Cloud deployment model: Public cloud
• Service constraints: Please contact Whitespace for more details.
• System requirements:
  • Web browser, Edge and Chrome
  • Modern iPhone or Android phone
  • An Amazon Alexa enabled device(optional for Alexa Skill only)

User support

• Email or online ticketing support: Yes
• Support response times: Service support hours Monday to Friday 07:30 and 17:30, excluding national holidays.; Out of hours critical technical support line 05:00 to 09:00 weekdays and weekends (excluding Christmas day, Boxing Day and new year).; P1 - Major impact; Acknowledge: 15 minutes; Temporary workaround: 8 hours; Permanent fix: 5 business days; P2 - High impact; Acknowledge: 1 hour; Temporary workaround: 24 hours; Permanent fix: 30 business days; P3 - Medium impact; Acknowledge: 24 hours; Temporary workaround: Reasonable and agreed; Permanent fix: Reasonable and agreed; P4 - Low impact; Acknowledge: 5 days; Temporary workaround: Reasonable and agreed; Permanent fix: Reasonable and agreed
• 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: Yes, at extra cost
• Support levels: Account Manager is available between 09:00 to 17:30. Whitespace Service support hours are Monday to Friday between 07:30 and 17:30 UK time, excluding national holidays.; In addition, we have set up an out of hours critical technical support line. This is available from 05:00 to 09:00 weekdays and weekends (excluding Christmas day, Boxing Day and new year’s). The introduction of the out of hours technical support line from 5am, ensures that we have someone on standby when the crews are turning up and leaving the depot.
• Support available to third parties: No

Onboarding and offboarding

• Getting started: The product is a SaaS product and is deployed immediately upon request and contract signature. When the customer has access, they have all documentation, user interface and technical documentation available to them to start using the product straight away.
• Service documentation: Yes
• Documentation formats: PDF
• End-of-contract data extraction: At the End or the expiration of the Call-Off Contract, the data will be supplied back to the buyer as a csv file.
• End-of-contract process: The price paid will include all necessary rights to access and use the system during the contract term. When the term ends, and assuming there is no continuation, the system will be turned off and access will be lost. Towards the end of the contract, Whitespace will make contact with the customer to discuss options.
• Documentation accessibility standard: WCAG 2.2 AA

Using the service

• Web browser interface: Yes
• Supported browsers:
  • Microsoft Edge
  • Chrome
• Application to install: Yes
• Compatible operating systems:
  • Android
  • IOS
• Designed for use on mobile devices: Yes
• Differences between the mobile and desktop service: The application is a native mobile app available as a free download for residents from the Apple and Google Play app stores. The admin portal used to manage the mobile app is provided via a web browser application.
• Service interface: Yes
• User support accessibility: WCAG 2.2 AAA
• Description of service interface: The user interface is accessible using a supported web browser.
• Accessibility standards: EN 301 549
• Accessibility testing: The application has been tested by users with accessibility needs.
• API: Yes
• What users can and can't do using the API: The platform has a comprehensive set of API's which permit extensive use of the platform. These provide a range of functions including handling issues reported to the council, address lookups, waste collection information and push notifications for residents.; There are also APIs and tools available to import data into the platform from back office systems.; API information and documentation is available on request.
• API documentation: Yes
• API documentation formats:
  • HTML
  • PDF
• API sandbox or test environment: Yes
• Customisation available: Yes
• Description of customisation: The user will be able to customise: Logo branding and colour schemes, Mobile templates (create any template using multiple field types via drag & drop interface). All workflow associated with templates (i.e. who to email, what type of output, create job from template based on conditions etc). PDF and other data outputs (Email, CSV, TXT). Deploy customised versions of the app.; ; We provide several modules available out of the box to cover a wide range of services/functions, such as recycling & waste, planning applications, incident reporting with back-office integration.; The platform also includes a comprehensive push notification capability to enable custom messages to be sent to targeted groups of residents.

Scaling

• Independence of resources: Could 9 Citizen Mobile App app platform is hosted using Amazon Web Services (AWS) EC2 Elastic Computing environment, ensuring the platform can dynamically scale with demand.

Analytics

• Service usage metrics: Yes
• Metrics types: A range of service usage metrics are provided. Details include numbers of users by mobile platform, push notifications sent, API usage, module usage breakdown and form submission details.
• Reporting types:
  • Real-time dashboards
  • Regular reports
• Resource tagging: Yes
• FOCUS resource tagging: No

Resellers

• Supplier type: Reseller providing extra support
• Organisation whose services are being resold: Cloud 9 Technologies

Staff security

• Staff security clearance: Conforms to BS7858:2019
• Government security clearance: Baseline Personnel Security Standard (BPSS)

Asset protection

• Knowledge of data storage and processing locations: Yes
• Data storage and processing locations:
  • United Kingdom
  • European Economic Area (EEA)
• User control over data storage and processing locations: No
• Datacentre security standards: Managed by a third party
• Penetration testing frequency: At least every 6 months
• Penetration testing approach: In-house
• Protecting data at rest: Physical access control, complying with CSA CCM v4.0
• Data sanitisation process: Yes
• Equipment disposal approach: In-house destruction process
• Data sanitisation type: Deleted data can’t be directly accessed / Cryptographic Erasure

Data importing and exporting

• Data export approach: Via CSV files and REST web services
• Data export formats: CSV
• Data import formats: CSV

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)

Availability and resilience

• Guaranteed availability: SLA is based on System Availability of 99.8%.
• Approach to resilience: The service is hosted on the Amazon Web Services (AWS)cloud platform and is spread across multiple availability zones for maximum resilience.
• Outage reporting: Customer's are contacted directly by a member of the company. Email alerts can be setup upon request from Whitespace monitoring tools.

Identity and authentication

• User authentication needed: No
• Access restrictions in management interfaces and support channels: Interfaces and support channels Role-based access control governs which users can access functionality in the admin portal.
• 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 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: Between 6 months and 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: ISO 27001
• Software Security Code of Practice: Yes

Operational security

• Configuration and change management standard: Supplier-defined controls
• Configuration and change management approach: All changes are requested and documented through a centralised channel. Change impact analysis is then carried out. The Change Advisory Board assess the change and recommend action. The change is prioritised and scheduled with other requests. During development, integration and regression testing is carried out and the code is reviewed. All code is stored in a GIT version control system and all changes to the codebase are fully auditable.
• Vulnerability management type: Supplier-defined controls
• Vulnerability management approach: Whitespace is ISO27001 Certified. Whitespace subscribe to threat intelligence feeds from NCSC and CiSP. Threats are risk assessed in accordance with our Risk Management procedure, which includes time objectives for patch deployment according to severity. Performance against objectives is measured and reported in our externally audited ISO27001 Measures and Metrics procedure.
• Protective monitoring type: Supplier-defined controls
• Protective monitoring approach: The Whitespace solution is multi-point monitored, with security vulnerabilities reported to the Whitespace Service Desk and to Whitespace's hosting partner. Vulnerabilities are risk assessed and a corrective plan is created in line with Whitespace's ISMS.
• Incident management type: Complies with a recognised standard, for example, CSA CCM v4.0 or ISO/IEC 27035:2011 or SSAE-18 / ISAE 3402
• Incident management approach: Whitespace follow a defined incident management process, in line with its ISMS. Affected customers are notified and remain updated during the incident. Notifications are sent via the Service Desk and via email. Once resolved, incidents reports are available on request.
• Post-quantum cryptography secure: Yes

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: 0%
• Between £500,001 and £1,000,000: 0%
• Between £1,000,001 and £2,500,000: 0%
• Between £2,500,001 and £5,000,000: 0%
• Over £5,000,001: 0%

Non-mandatory Standards and certifications

• ISO/IEC 27001 certification: Yes
• Who accredited the ISO/IEC 27001: Citation ISO Certification Limited
• ISO/IEC 27001 accreditation date: Wednesday 6 September 2017
• What the ISO/IEC 27001 doesn’t cover: All service elements are in scope.
• ISO 28000:2022 certification: No
• ISO 9001 certification: Yes
• Who accredited the ISO 9001 certification: Citation ISO Certification Limited
• ISO 9001 accreditation date: Tuesday 13 December 2011
• What the ISO 9001 doesn’t cover: All service elements are in scope.
• Quality management systems (QMS): Yes
• CSA STAR certification: No
• PCI certification: Yes
• Who accredited the PCI DSS certification: Secure Trust
• PCI DSS accreditation date: Friday 30 August 2024
• What the PCI DSS doesn’t cover: Accreditation applies specifically to the elements of our service where credit card payments are taken.
• Cyber essentials: Yes
• Please provide your Cyber Essentials Certificate Number: A92852d6-cc03-41e9-baf4-6c303a28c1e8
• Cyber essentials plus: Yes
• Please provide your Cyber Essentials Plus Certificate Number: 647127da-a96c-43b3-ab08-7a04e764774d
• 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

    • 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.

    • Activities to support relevant sector related skills growth and sustainability in the contract workforce. Illustrative examples: careers talks, curriculum support, literacy support, safety talks and volunteering

  • 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

    • Structuring of the supply chain selection process to ensure fairness (e.g. anti-corruption) and encourages participation by a diverse range of businesses, including with regard to new businesses, entrepreneurs, start-ups, SMEs, VCSEs and mutual

  • 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.

    • Understanding of opportunities for additional environmental benefits delivery in 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

    • Working conditions which promote an inclusive working environment and promote retention and progression

  • 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.

    • Advertising, promotional and outreach activities designed to raise awareness of the offer to reach the target cohort

  • 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 of issues relating to health and wellbeing, including physical and mental health, in the contract workforce

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