JADU CREATIVE LIMITED

Jadu Digital Platform - Web Publishing,‘MyAccount’, Forms, Payments and Case Management

A low-code, web-based platform for digital service delivery. Incorporating web content management, real-time collaborative case management, CRM, payments, forms and customer MyAccount, the platform enables business users to own and manage digital service delivery, including integration to common Line of Business systems.

Features

• Low-code website deployment, forms building and case management workflow
• Web timeline view of customer cases, Real-time messaging and updates
• MyAccount features with single view of customer record and history
• Customer cases created from online forms by customers or CSAs
• Low code workflow, rules and notifications design and configuration
• Set up time-based rules and SLAs for customer service automation
• Mobile, device friendly and AA accessible interface for all users
• Payment bridge with connectors for common Payment Service Providers
• Advanced form features: branching rules, data retention, PDF generation
• Integrations Hub User Interface for low-code configuration of API integrations

Benefits

• No programming required: low-code, webpage, forms and service workflow design
• Secure, accessible and affordable Content, Forms and Case Management Platform
• Design and build digital services faster using a simple UI
• Promotes channel shift and customer self-service
• Business users manage configuration and cases on any device
• Take online payments as part of service workflow
• Focus your agents' time on higher value activities
• Accessible forms/website platform with highly secure hosting and GDPR compliance
• Improve customer satisfaction through better communication and updating
• Engage and inform customers through their MyAccount page

£5,863 to £8,717 an instance a month

Service documents

• Pricing document

  ODT

• Skills Framework for the Information Age rate card

  ODT

• Service definition document

  ODT

• Terms and conditions

  ODT

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 sales@jadu.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

831286629723319

Contact

Keiron Mumby
0116 222 7241
sales@jadu.co.uk

Service scope

• Software add-on or extension: No
• Cloud deployment model:
  • Public cloud
  • Private cloud
  • Hybrid cloud
• Service constraints: No
• System requirements: A modern web browser is required to access the service

User support

• Email or online ticketing support: Email or online ticketing
• Support response times: Response and resolution times depend on the nature and severity of the issue reported. Our first response to tickets typically ranges from under 1 hour and within 3 hours, depending on the nature and priority. On-call engineers monitor for service availability / P1 style issues 24/7/365. Our wider service levels for the response and resolution of issues are contained within our Service Support SLA document.
• 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: Online support web chat is provided using our own Jadu Connect platform. The Connect user interface is regularly tested with NVDA and JAWs as part of our ongoing commitment to accessibility standards within all of our software user interfaces.
• Onsite support: Yes, at extra cost
• Support levels: We provide a level of support which is built into the monthly subscription cost. This provides an online help desk and ticketing system available 24/7 with telephone support during business hours (8am-6pm, Monday to Friday, except English Bank Holidays). On-call engineers will respond to critical availability issues outside of standard business operating hours. Our support SLA is included in the terms of service document. Our help desk is staffed with dedicated support engineers, with Operations engineers and other technical experts becoming involved to resolve support issues as necessary. Every customer has a dedicated Customer Support Analyst. An enhanced level of support (including out of hours deployments and some professional services) is available for an additional monthly premium. See lot 3 for further details.
• Support available to third parties: Yes

Onboarding and offboarding

• Getting started: We provide certified training for administrators, consisting of both Foundation Training (Online), and Practitioner Training (Webinar). We can optionally lead with the build of the first digital service at a cost. Additionally there is an online implementation guide and online user manuals for administrators and customer service agents. Customer service agents are also able to access a dedicated online Jadu Connect Advisor Training course.
• Service documentation: Yes
• Documentation formats: HTML
• End-of-contract data extraction: Tools are provided to export data from within the application. Form structures can be exported as .tar files, user submitted data can be exported in CSV and XML format. Any other form data not accessible via the export tools provided in the application can be exported via database export. Users can extract all case data via csv export or webhooks.
• End-of-contract process: A service plan can be cancelled at any time. When you do this, your platform becomes unavailable and all public-facing forms are taken offline – no further usage or subscription charges will apply. You will have access to your platform for export purposes only, for a further 30 days, following which all content and data will be deleted permanently. Should Jadu professional services be required to assist with data migration, an exit plan of processes and costs will be agreed between the customer and Jadu.

Using the service

• Web browser interface: Yes
• Supported browsers:
  • Microsoft Edge
  • Firefox
  • Chrome
  • Safari
• Application to install: No
• Designed for use on mobile devices: Yes
• Differences between the mobile and desktop service: The platform uses responsive web design to allow the same interfaces to adapt and be displayed on devices of different dimensions. This means that both desktop and mobile users can access the same features in the same place, giving a consistent experience across all a user's devices.
• Service interface: Yes
• User support accessibility: WCAG 2.1 AA or EN 301 549
• Description of service interface: Our modern interfaces are developed using the Pulsar user interface framework. The platform uses responsive web design to allow the same interfaces to adapt and be displayed on devices of different dimensions. This means that both desktop and mobile users can access the same features in the same place, giving a consistent experience across all a user's devices.
• Accessibility standards: WCAG 2.1 AA or EN 301 549
• Accessibility testing: Our modern interfaces are developed using the Pulsar user interface framework are tested using desktop screenreader software, and our text editor supports a variety of screenreaders including JAWS, VoiceOver, NonVisual Desktop Access (NVDA) and ChromeVox. Additional testing has been undertaken to confirm that animated backgrounds in the software do not trigger seizure in individuals with Photosensitive epilepsy.
• API: Yes
• What users can and can't do using the API: The Jadu Connect Service API provides users with the ability to create and update service requests (cases), progress cases through the workflow and register and retrieve contact details. Jadu Central supplies both a PHP and RESTful XML API. The PHP API is fully functional, allowing both read and write of application data. The RESTful XML API allows users with an authorised API key to access publicly available content already published to the website.
• API documentation: Yes
• API documentation formats: HTML
• API sandbox or test environment: No
• Customisation available: Yes
• Description of customisation: A broad range of settings can be adjusted from within the application user interfaces. Additional custom functionality can be developed to extend the core feature set. For the digital concierge component of the platform branding options allow customers to upload their own logos and set a system-wide colour scheme. For the form and website component, skinning is possible through web template design.

Scaling

• Independence of resources: Monitoring tools are used to measure usage of the application and where necessary additional resources can be added.

Analytics

• Service usage metrics: Yes
• Metrics types: Monthly and daily reports for number of cases by case type for a user defined date range. Users can export all case data to csv to build reports not currently available in the reporting dashboard. Data Export allows you to bulk export received forms data from Jadu Central for processing and MI reporting.
• Reporting types: Real-time dashboards

Resellers

• Supplier type: Not a reseller

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
  • 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: Other
• Other data at rest protection approach: Jadu's Hosting and Platform Management is designed primarily for hosting an instance of Jadu Central. The hosting infrastructure and any associated storage / backups upon which the platform is implemented are encrypted. Sensitive data is also encrypted by the Platform as it is written to the database: - Any data submitted by a member of the public, including their personal details, form submissions, form attachments uploaded - The personal details of internal users of the system - IP addresses - API access credentials Any passwords are stored as hashes created using adaptive, one-way password hashing.
• 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: Through the service application interface
• Data export formats:
  • CSV
  • Other
• Other data export formats: XML
• Data import formats:
  • CSV
  • Other
• Other data import formats:
  • Case workflows can be imported in JSON format
  • Form import in zip file format
  • CSV import into directories

Data-in-transit protection

• Data protection between buyer and supplier networks:
  • TLS (version 1.2 or above)
  • IPsec or TLS VPN gateway
  • Legacy SSL and TLS (under version 1.2)
• Data protection within supplier network:
  • TLS (version 1.2 or above)
  • IPsec or TLS VPN gateway
  • Other
• Other protection within supplier network: Data exchange within various internal networks may use a combination of IPSec VPNs, SSH, TLS or Encrypted RDP protocols. Data at rest is stored encrypted.

Availability and resilience

• Guaranteed availability: We guarantee 99.9% availability excluding planned maintenance. Our SLA is contained within our terms of service.
• Approach to resilience: The network is resilient. Application resilience is dependent upon the options chosen by the customer, our PLATINUM hosting option incorporates a specific High Availability (HA) option for those requiring additional resilience. Further information is available on request.
• Outage reporting: We use a set of monitoring solutions which notify our teams of any outages using a selection of dashboards, email alerts, Slack notifications and SMS messages. We maintain a public dashboard.

Identity and authentication

• User authentication needed: Yes
• User authentication: Username or password
• Access restrictions in management interfaces and support channels: Management interfaces are restricted based on the role or specific permissions assigned to a given user account. ; Support channels are restricted to named users for whom a username is created and provided.
• Access restriction testing frequency: At least every 6 months
• Management access authentication:
  • 2-factor authentication
  • Username or password
  • Other
• Description of management access authentication: Authentication depends on implementation. Options include: ; LDAP ; SAML; Native username and password, with optional 2FA

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: At least 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: At least 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: Citation ISO Certification Limited
• ISO/IEC 27001 accreditation date: 07/11/2016
• What the ISO/IEC 27001 doesn’t cover: Platform management and support are covered by our ISO 27001 accreditation. Hosting is covered by our infrastructure suppliers' ISO 27001 accreditation and our own Cyber Essentials certification.
• ISO 28000:2007 certification: No
• CSA STAR certification: No
• PCI certification: No
• Cyber essentials: Yes
• 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
  • Other
• Other security governance standards: ISO 9001:2015
• Information security policies and processes: Jadu has a Security Council, within which sits Jadu's VP of Engineering and SVP Legal & Commercial who are both executive directors and responsible parties on relevant matters of security to their own areas. Jadu’s security governance framework has been designed in accordance with ISO 27001. Full details are broken down and contained in Jadu’s ISO 27001 Operating Manual and Information Security Policy, both available by request. Jadu staff will follow the processes as detailed in our "Incident Management Policy" and "Incident Management Procedure" documents for any security incidents. The security council will review any such incidents and conformances at their quarterly review meeting.

Operational security

• Configuration and change management standard: Supplier-defined controls
• Configuration and change management approach: Initial service configuration is committed to repositories. Commits to repositories undergo peer review. Any future configuration changes are first tested on DEV systems from where they are deployed to UAT and finally after customer approval to LIVE.
• Vulnerability management type: Supplier-defined controls
• Vulnerability management approach: Continuous scanning of all Jadu managed infrastructure is in place via AWS Security Hub and AWS Control Tower. AWS Security Hub cloud security posture management (CSPM) service performs security best practice checks, aggregates alerts, and enables automated remediation. Control Tower monitors that all accounts align with established, company-wide compliance policies. Jadu's operations team are subscribed to Common Vulnerabilities and Exposures (CVE) reports via www.cve.org. Monthly patching cycles operate for hosted customer infrastructure, staggered by one week to allow testing prior to application to PROD. Critical / zero-day vulnerabilities will receive expedited rollout usually within 24-48 hours to all hosting infrastructure.
• Protective monitoring type: Supplier-defined controls
• Protective monitoring approach: Internal and external monitoring systems monitor server health in real time. A web application firewall protects from various web attacks. Infrastructure is constantly monitored by an IDS solution provided by AlertLogic. Suspicious activities are analysed by AlertLogic engineers. If malicious the offending IP will get a default 24h shun. Continuous scanning of all managed infrastructure is in place via AWS Security Hub and AWS Control Tower. Jadu's operations team are subscribed to Common Vulnerabilities and Exposures (CVE) reports via www.cve.org. Critical / zero-day vulnerabilities will receive expedited rollout usually within 24-48 hours, in addition to monthly patching.
• Incident management type: Supplier-defined controls
• Incident management approach: Jadu processes are detailed in our Incident Management Policy and Procedure documents. Incidents may be reported via portal, telephone, or raised by our service desk on customers’ behalf. Jadu will analyse the incident, gathering information (from log files, investigations etc). Senior management are notified and the incident is escalated according to defined procedures. Timelines are captured of discussions, investigations, and actions. Incident reports are compiled and shared with the customer with further actions and any long term resolutions possible to prevent recurrence. All incidents are reviewed by our security council quarterly. This process is subject to external audit via ISO27001.

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
  • Covid-19 recovery
  • Tackling economic inequality
  • Equal opportunity
  • Wellbeing

  Fighting climate change

  Jadu's commitment to fighting climate change is deeply embedded in our operations and service offerings. Our strategy encompasses several key areas:; ; Digital Transformation and Reduction of Carbon Footprint. Jadu facilitates digital access to council services, lessening the need for physical infrastructure and paper-based processes to reduce carbon footprint.; ; Remote Work and Operational Efficiency. Since becoming fully remote Jadu has dramatically downscaled physical office spaces and embraced digital workflows. This supports our carbon reduction goals by eliminating daily commutes and reducing energy consumption in offices, demonstrating our commitment to innovative and sustainable work practices.; ; Cloud-Based Solutions and Renewable Energy. Our cloud-based services, powered by AWS, are aligned with high carbon neutral targets. AWS's commitment to using renewable energy in its data centres is a critical factor in our decision to partner with them. This collaboration supports our aim to minimise the carbon footprint of our digital infrastructure and contribute to the broader goal of achieving net-zero carbon emissions by 2040.; ; Community Engagement and Social Value. Beyond internal efforts, Jadu actively contributes to social value by empowering local governments with tools to engage communities sustainably. Our platform supports the delivery of inclusive, accessible digital services, reducing the need for physical interactions and contributing to a lower carbon footprint.; ; Sustainable Development and Partnerships. Jadu's engagement with local and international talent, ethical procurement, and support for sustainable transport options underscore our holistic approach to sustainability. By prioritising ethical and environmentally conscious choices in our operations and supply chain, we reinforce our commitment to contributing positively to tackling climate change.; ; Jadu's approach is multifaceted, integrating digital innovation, partnerships, operational efficiency, renewable energy use, and community-focused initiatives. Our commitment is not only to provide market-leading digital platform technology but also to ensure that we promote a sustainable, accessible, and environmentally responsible future.

  Covid-19 recovery

  Jadu has launched a number of strategies to support communities through the pandemic and Covid-19 recovery. We launched the Jadu Library shortly before the first national lockdown. Jadu Library is an open source repository for sharing of forms, case type workflows and other assets to enable the sharing and rapid delivery of digital services. This prompted a significant increase in community generated content and engagement during Covid as Business Grant processes; track and Trace; and Recycling Bookings were developed and shared among the Community, removing the need for every Jadu customer to create their own version of the process. Birmingham City Council deployed all COVID-19 response services leveraging their Jadu Digital Service Platform and many of these forms and workflows were then donated to the Jadu Library. Equally, the council leveraged assets made available by other authorities to accelerate their delivery of local services during the pandemic. The Jadu Library now has hundreds of Forms, Workflows and Service Patterns available for any Local Authority using Jadu to freely download and use. We also introduced a bereavement policy design to support any employees who may have suffered a bereavement (for any reason) as well as a suite of mental health support packages to support employees with professional care. Based on feedback from a number of UK based employees, we opened a scaled down collaborative workspace where employees can go to work in a covid safe environment.; ; In the post COVID period, Jadu is focused on developing and enhancing our management consulting services to offer our government customers strategy, ideation and innovation services only previously accessible to them via expensive consulting firms. In the current critical financial crisis facing local government, for example, we see that as a fundamental post covid recovery measure aimed at supporting our customers.

  Tackling economic inequality

  Jadu creates more equitable access to services and opportunities to reduce economic disparities through:; ; Enhancing Accessibility and Inclusion through accessible web experiences. Accessibility is critical in preventing digital exclusion, which exacerbates economic inequalities. By making digital assets shareable among local authorities, we facilitate the efficient use of resources to deliver inclusive services.; ; Supporting Affordable Housing and Homelessness with digital tools. In Stoke City Council for example, Jadu was leveraged to share council properties available for affordable purchase, demonstrating how digital tools can contribute to economic equality.; ; Fostering Thriving Communities with Jadu software. Jadu Galaxies enable the creation of multiple independent CMS systems from one installation, facilitating the rapid deployment of accessible and inclusive websites for community projects, supporting economic development at a local level. We are also exploring how Jadu can support Councils with the Special Education Needs process using AI and Machine Learning, supporting innovation in an area that impacts many people, often facing challenging financial difficulty. ; ; Encouraging Local Employment and Talent Development. Jadu seeks diverse talent locally and internationally. We offer internships and career opportunities to young graduates, and can fast-track job applications from regions experiencing economic or political hardship as part of our commitment to fostering employment and supporting economic equality. Jadu’s flexible working policy enables employees to work around commitments to life, family, health and wellbeing. Jadu also actively recruits from areas where there are local challenges. Following the invasion of Ukraine Jadu facilitated employment of Ukrainian refugees as well as Ukrainians in and around the Ukraine.; ; Donations and Charitable Work. Jadu donates high-end laptop computers and other equipment to schools and charities, supporting access to technology. ; ; Local Spending and Supporting Communities. When possible Jadu supports local suppliers and engages in community-focused activities, nurturing local economies by contributing to their resilience and growth.

  Equal opportunity

  Equal opportunity; Jadu is an equal opportunities employer. We have built and maintained an open and accepting, diverse culture that accepts people regardless of disability, sexuality, gender, or ethnicity - or of their abilities, skills, ideas or personal choices. With a strong belief in values (our values are well documented https://www.jadu.net/culture ) we seek to create a fair and equal place to work, and prioritise employee happiness over profit. We’ve based our values and directives on the delivery of public services and all the profit Jadu makes is immediately re-invested into strengthening our community of Local Government users. This approach has kept Jadu an independently owned business committed to delivering outstanding technology for Local Authorities to engage with citizens and other stakeholders. We employ team members all over the world and ensure all our team have equal opportunities as well as compensation and benefits. Jadu is also a world leader in creating inclusive, accessible web experiences. Many Jadu design websites have reached WCAG AA compliance and in some cases, WCAG AAA and many have also won awards for accessibility. Not only are the websites we deliver world class when it comes to accessibility, our software itself is designed to be accessible across a broad range of disabilities. Our belief is that all web technology should be accessible to the highest standard for public use by citizens of all abilities and for internal use by staff of all abilities. Built using responsive web design techniques and best practice in accessibility, the platform fully supports our customers' aims for an inclusive economy. In particular, easy low cost delivery of inclusive, accessible websites and content for community projects, growth initiatives and commercial projects that generate wealth within the economy.

  Wellbeing

  Jadu's commitment to employee wellbeing incorporates comprehensive support through flexible working policies, and emphasising the significance of mental and physical health. This extends to robust policies for adoption, antenatal, and parental leave, and a clear dedication to work-life balance. We have a holistic approach to employee welfare and social value with a strong stance on equality, diversity, and inclusion. We invest in workforce development and guarantee a living wage. The wellbeing of our team is paramount for individual satisfaction, and to inspire excellence and innovation in serving our communities and partners.; ; Jadu is filled with dedicated, passionate people who want to inspire and be inspired. As an employer it's our responsibility to maintain that ethos by providing care and support as well as understanding and listening with empathy. We work hard to maintain a culture which fosters positive mental health, work-life balance and a respectful environment. We provide unlimited professional mental health support as well as private healthcare. Our pioneering bereavement policy enables employees to take substantial paid sabbaticals from work to help rebuild, with phased return to work plans. Managers are provided a bereavement framework to ensure they are well equipped to support any team members experiencing life-changing bereavement. ; ; These policies reflect investment in Jadu's greatest asset - our team. We recognise all team members as individuals who thrive when resources and support are tailored to our own unique needs. When our people feel good, they can do their best work and live their best life. We work hard to influence customers and partners through building relationships and clear communication, promoting the benefits of taking a generous and empathetic approach to leadership. We encourage giving and charitable work and our efforts aim to include all employees as well as customers and partners.

Pricing

• Price: £5,863 to £8,717 an instance a month
• Discount for educational organisations: No
• Free trial available: No

Service documents

• Pricing document

  ODT

• Skills Framework for the Information Age rate card

  ODT

• Service definition document

  ODT

• Terms and conditions

  ODT

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 sales@jadu.co.uk. Tell them what format you need. It will help if you say what assistive technology you use.