FireServiceRota B.V.

FireServiceRota: Firefighter Availability Planning, Rostering, Alerting and Payroll

Firefighter alerting software.
On-call firefighter availability management.
Fire station readiness.
Wholetime firefighter rostering.
Planning for RDS and WDS.
Efficient shift planning.
Overtime planning.
Leave planning.
Firefighter Payroll.
Attendance and payment claims.
Command and control system Integration.
Firefighter alerting
Alert attendance confirmation.
Smartphone alerting.
Pager alerting.

Features

• On-call firefighter planning, On-call firefighter forecasting, RDS firefighter planning
• Wholetime firefighter rostering, WDS firefighter rostering, Firefighter shift management
• Firefighter alerting, Confirm attendance, Smartphone alerting, Pager alerting, Firefighter alerts
• Payroll reporting, Payroll integration, Firefighter Attendance, Firefighter Payment claims
• Command & Control Centre system integration, CAD integration, Appliance status
• Leave management, Overtime management, Working time directive, Firefighter Contracts management
• Smart pager alerting, Two-way alerting, Online software, Smartphone app
• Crew exchange, On-call integration, Wholetime integration, Firefighter Resource management
• Performance analysis, Business Intelligence reports, Operational dashboards, API integrations
• Geofencing, appliance degradation model, shift requests, shift exchanges, shift transfers

Benefits

• Planning flexibility On-call firefighter availability Flexible work patterns, Appliance availability
• Improve firefighter retention, Improve station efficiency, Reduce overtime cost
• Ensure station readiness, Keep fire engines on the run
• Optimise shift planning, Improve planning efficiency , Reduce overtime cost
• Incident attendance confirmation, Resilient alerting, Tailored training videos, On-site training
• Virtual training, Workforce planning, Competency planning, Business Intelligence Analytics
• Automated firefighter compensation, Audited compensation process, Crewing deficiency resolution
• Crewing deficiency prevention, Employee contractual compliance, Legislative compliance
• Working Time Directive, IT cost reduction, Increased reliability
• Reliable firefighter coverage, Shift planning optimisation, Firefighter retention

£125 a licence a month

• Free trial available

Service documents

• Pricing document

  PDF

• Skills Framework for the Information Age rate card

  PDF

• Service definition document

  PDF

• Terms and conditions

  PDF

Request an accessible format

If you use assistive technology (such as a screen reader) and need versions of these documents in a more accessible format, email the supplier at info@fireservicerota.com. Tell them what format you need. It will help if you say what assistive technology you use.

Framework

G-Cloud 14

Service ID

841739445257733

Contact

Cor Klaasse Bos
+31613056675
info@fireservicerota.com

Service scope

• Software add-on or extension: No
• Cloud deployment model: Public cloud
• Service constraints: The software may not work reliably on computers, smartphones and internet browser versions older than 4 years. In these cases, testing the software is recommended.; Slow internet connections may affect the usability of the software. ; Services may be unavailable during planned maintenance windows, communicated 2 weeks in advance. ; Critical alerting on smartphones depends on the phone hardware and operating supporting (critical) push notifications, and the user allowing it.
• System requirements:
  • Browser : Microsoft Edge / Google Chrome
  • IOS: minimum version is 11, we recommend version 16.
  • Android: minimum version is 8.0 Oreo, we recommend 13 Tiramisu.
  • Alerting module requires Command & Control Centre system integration
  • Display Resolution: 1920 x 1200 / 1080 recommended
  • Access to high speed and reliable Internet

User support

• Email or online ticketing support: Email or online ticketing
• Support response times: Response times defined against service level agreement with associated incident priorities as below. Business critical 365@24/7 support available at an extra cost.; ; P1 High: Total system outage, data corruption, reputation damage or privacy breach. ; P2 Medium: issue impacts minority of users, partial interruption of processes; P3 Low: non-critical processes impacted, workaround available, reconfiguration; 4) None: feature requests, clarifications; ; P1 has response time of 30 minutes and a resolution time of 4 hours.; P2 has response time of 4 hours and a resolution time of 24 hours.; P3 has response time of 8 hours and a resolution time of 2 weeks.
• User can manage status and priority of support tickets: No
• 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: FireServiceRota provides support as per our Service Level Agreement. ; The first line of support provided through built-in manuals, FAQ articles, user manuals. End-users supported by local super-users who received additional training as part of our rollout process.; Our helpdesk is accessed through the Feedback button in the software, or sending an email. We apply the following ticket priorities:; P1 High: Total system outage, data corruption, reputation damage or privacy breach. ; P2 Medium: issue impacts minority of users, partial interruption of processes; P3 Low: non-critical processes impacted, workaround available, reconfiguration; 4) None: feature requests, clarifications; ; P1 has response time of 30 minutes and a resolution time of 8 hours.; P2 has response time of 1 hour and a resolution time of 24 hours.; P3 has response time of 1 business day and a resolution time of 2 weeks.; ; We have infrastructure monitoring and alerting in place, our engineers take action before our customers notify us of the issues.; ; Urgent and mission critical 365/24/7 support can be purchased as per Pricing Document, providing access to a critical support telephone number, and entitlement to immediate issue follow-up. ; ; On-site or online support and training can be provided against the rates as per Pricing Document.
• Support available to third parties: Yes

Onboarding and offboarding

• Getting started: Both online and onsite training are available for new customers, as costed in the Pricing Document. We advocate for the "train-the-trainer" approach. Additionally, we can provide online documentation that supports specific customers set-up. Within our system, there are also guided tours available and a self-help tool that allows users to find the information needed to get started.
• Service documentation: Yes
• Documentation formats:
  • HTML
  • PDF
• End-of-contract data extraction: User data can be extracted through our API which is provided as part of our standard services. Documented here: ; https://www.fireservicerota.co.uk/apidocs/. ; Additionally, specific reports can be run and exported to CSV.
• End-of-contract process: At the end of the contract, all data is readily available in a machine-readable format through our well-documented APIs that is free to use. If additional technical support is needed, this can be provided at an hourly rate as specified in the contract or SLA. After data extraction, or upon confirmation of the customer, a data removal or archiving approach is agreed and executed. More detailed exit plans can be agreed and executed at an hourly rate as specified in the contract or SLA.

Using the service

• Web browser interface: Yes
• Supported browsers:
  • Microsoft Edge
  • Firefox
  • Chrome
  • Safari
  • Opera
• Application to install: Yes
• Compatible operating systems:
  • Android
  • IOS
  • Linux or Unix
  • MacOS
  • Windows
• Designed for use on mobile devices: Yes
• Differences between the mobile and desktop service: The desktop service provides full functionality and access. ; The smartphone app offers the most frequently used functionality, including: alerting, incident response status confirmation, appliance availability overview, personal availability planning, shift overview, leave requests, shift exchanges, messages, and announcements.
• Service interface: Yes
• User support accessibility: None or don’t know
• Description of service interface: Our software user interface is accessible through a web browser and/or using our iOS or Android smartphone app.; We also provide an API as part of our standard services, documented here: https://www.fireservicerota.co.uk/apidocs/; Integration end-points available for the following entities: authentication, users, devices, notifications, incidents, activity reports, tasks, groups, memberships, ranks, skills, certifications, availability codes, duties, crewing levels, announcements, polls, messages, shift exchanges, absence requests, duty requests, transfers, contracts, activity types, dashboards, and pagers.
• Accessibility standards: None or don’t know
• Description of accessibility: The solution adheres to many of the principles of WCAG 2.1A sections:; 1.3 Adaptable,; 1.4 Distinguishable,; 2.3 Seizures and Physical Reactions,; 2.4 Navigable,; 3.1.1 Language of Page,; 3.2 Predictable,; 3.3 Input Assistance,
• Accessibility testing: None
• API: Yes
• What users can and can't do using the API: We publish a set of over 100 application interfaces (API) to all customers. ; Our API documentation is publicly available here: https://www.fireservicerota.co.uk/apidocs/; This API allows requesting and updating information regarding: authentication, users, devices, notifications, incidents, activity reports, tasks, groups, memberships, ranks, skills, certifications, availability codes, duties, crewing levels, announcements, polls, messages, shift exchanges, absence requests, duty requests, transfers, contracts, activity types, dashboards, and pagers.; The API applies pagination and is rate-limited based on a fair-usage policy.
• API documentation: Yes
• API documentation formats:
  • Open API (also known as Swagger)
  • HTML
• API sandbox or test environment: Yes
• Customisation available: Yes
• Description of customisation: FireServiceRota's functionality is configurable and adaptable to the different needs and ways of working Fire and Rescue Services have. It is possible to set-up specific business rules and workflows within a F&R service and even for different stations to allow a comprehensive overview and collaboration within or between duty systems (on-call, wholetime, flexi, etc). Examples of parameters services can customise are:; - Skillsets and crew requirements for appliances; - Alerting policies (response expiration, fairness); - Duty and availability patterns; - Booking codes, contracts and payroll rules; Non-sensitive settings can be updated by managers with sufficient system privileges. Critical configuration (related to alerting, crewing levels, etc) is performed by or with the help of the FSR Team. ; Throughout the duration of contract, specialised support can be made available to help with configuration and/or major updates in business rules.

Scaling

• Independence of resources: Given the criticality of our systems, it is our policy to have overcapacity at the cost of a higher infrastructure bill. This includes having redundant infrastructure which can be scaled up in minutes to take over workload from other parts of the infrastructure.; We use automated monitoring and 24/7 alerting systems to track capacity related metrics, and be alerted when these metrics exceed set parameters.; These metrics allow us to ascertain whether extra capacity is needed. We have set up conservative reactive alerts (e.g. at 70% of capacity) so our team can react well before any critical issues occur.

Analytics

• Service usage metrics: Yes
• Metrics types: Number of active users and stations,; Alerting devices connected (for fleet management),; Communication metrics (SMS),; Alerting performance statistics,; Crew and Appliance availability statistics
• Reporting types:
  • API access
  • Real-time dashboards
  • Regular reports

Resellers

• Supplier type: Not a reseller

Staff security

• Staff security clearance: Other security clearance
• Government security clearance: Up to Baseline Personnel Security Standard (BPSS)

Asset protection

• Knowledge of data storage and processing locations: Yes
• Data storage and processing locations:
  • European Economic Area (EEA)
  • Other locations
• User control over data storage and processing locations: No
• Datacentre security standards: Complies with a recognised standard (for example CSA CCM version 3.0)
• Penetration testing frequency: At least once a year
• Penetration testing approach: Another external penetration testing organisation
• Protecting data at rest:
  • Physical access control, complying with another standard
  • Encryption of all physical media
  • Scale, obfuscating techniques, or data storage sharding
• Data sanitisation process: Yes
• Data sanitisation type: Explicit overwriting of storage before reallocation
• Equipment disposal approach: In-house destruction process

Data importing and exporting

• Data export approach: To migrate data to a different system, we would recommend to:; use our documented API to extract data from FireServiceRota.; use an ETL tool to transform it,; and load it into the new system; ; All data held within FireServiceRota remains property of the customer, during and after the contract. ; ; We have several mechanisms for data migration:; Our JSON API, exposing functions and data using the OpenAPI Specification. Documented here: https://www.fireservicerota.co.uk/apidocs/; A customisable CSV engine supporting many types of columns and formats.; ; Our specialists help you with the extraction of data and know our data structure and API in detail.
• Data export formats:
  • CSV
  • Other
• Other data export formats: JSON
• 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: We guarantee 99,9% service availability on an annual level, and strive for 99,99%, which was reached for any 3-month period average in the past year.; This is monitored by an external and independent monitoring tool. ; Statistics are publicly available on a status website located at https://status.fireservicerota.com/; We do not offer refunds or Service Credits.
• Approach to resilience: Given the criticality of our systems, we have a highly resilient infrastructure in place. ; We have infrastructure overcapacity at the cost of a higher infrastructure bill. This includes having redundant infrastructure which can be scaled up in minutes to take over workload from other parts of the infrastructure. ; To increase geographic and provider-specific resilience, our infrastructure is spread across three different data-centres, located in different cities and countries, operated by 3 different providers.; Our software update release process does not incur any downtime. ; We operate a resilient tripple-redundant production database architecture, and run snapshot backups twice per day, continuous streaming backups, and keep a 2-hour lagging backup to respond to any data corruption issues.; We use automated monitoring and 24/7 alerting systems to notify on-duty DevOps and respond to infrastructure issues immediately.; Our Business Continuity Plan describes further details, and can be provided on request.
• Outage reporting: Outages are reported through our public dashboard https://status.fireservicerota.com.; This external monitoring service supports subscribing to email alerts. ; A system health API is available on https://www.fireservicerota.co.uk/api/v2/health

Identity and authentication

• User authentication needed: Yes
• User authentication:
  • 2-factor authentication
  • Identity federation with existing provider (for example Google Apps)
  • Username or password
• Access restrictions in management interfaces and support channels: Our access control process is performed in accordance with ISO 27001 A.9. ; All users have named accounts. Their access is restricted by applying roles and access rights corresponding to their position and role in the customer organisation. The management and/or appointed administrators in the customer's organisation can be provided with the rights to allocate access rights to the users under their supervision. ; We apply the following principles in our access provisioning: ; “Deny-by-default”,; “Need-to-know”,; “Least privilege”,; Role-based Access Control (RBAC),; Information classification and the value of information assets
• Access restriction testing frequency: At least once a year
• Management access authentication:
  • 2-factor authentication
  • Identity federation with existing provider (for example Google Apps)

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: At least 12 months
• Access to supplier activity audit information: Users have access to real-time audit information
• How long supplier audit data is stored for: At least 12 months
• How long system logs are stored for: Between 6 months and 12 months

Standards and certifications

• ISO/IEC 27001 certification: Yes
• Who accredited the ISO/IEC 27001: BSI
• ISO/IEC 27001 accreditation date: 26/9/2022
• What the ISO/IEC 27001 doesn’t cover: Our ISO 27001 certification is full scope. Our Statement of Applicability does exclude several controls in A.11 Physical and Environmental Security. ; We do not have office buildings and we do not operate our own data centres.; The risks around physical security of our data centres is transferred to all data centre providers separately holding their own 27001:2013 certificate or other standards that are equal or better.
• ISO 28000:2007 certification: No
• CSA STAR certification: No
• PCI certification: No
• Cyber essentials: No
• 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
• Information security policies and processes: We follow the security policies as described and certified in our ISO 27001:2013 Information Security Management System. ; Our Managing Director and CTO/CISO are in the ISMS Board. We commit that:; ; Information assets will be protected/controlled against unauthorised access or misuse.; Confidentiality of information assets will be assured.; Integrity of information assets will be maintained.; Planning processes will be maintained to secure information assets in the event of a business disruption.; Regulatory, contractual and legal requirements will be complied with.; Information security policy training will be provided to all employees.; Acceptable Use Policies will be issued and signed by all employees and other relevant personnel.; Information assets will be classified and protected as required.; Physical, logical, environmental and communications security will be maintained.; Operational procedures and responsibilities will be maintained.; Infringement of this Policy may result in immediate disciplinary action or criminal prosecution.; Business requirements for availability of information and information systems will be met.; The applicable requirements of the ISMS are satisfied and the ISMS is continually improved.; Awareness of the policies is created through the ISMS policy pack feature, through which all team members confirm their understanding of the clauses applicable. ; Compliance ensured with internal and external audits. ; ; https://www.fireservicerota.com/information-security

Operational security

• Configuration and change management standard: Conforms to a recognised standard, for example CSA CCM v3.0 or SSAE-16 / ISAE 3402
• Configuration and change management approach: Our configuration and change management process is performed in accordance with ISO 27001 A.12.1.2, ensuring that changes to organisation, business processes, information processing facilities, and systems that affect information security are adequately controlled:; ; Identification and recording of significant changes; Planning and testing of changes; Assessment of the potential impacts, including information security impacts; Approval procedure for proposed changes; Verification that information security requirements have been met; Communication of change details; Fall-back procedures, including procedures for aborting and recovering from unsuccessful changes; Provision of an emergency change process to enable quick and controlled implementation of changes needed to resolve an incident
• Vulnerability management type: Conforms to a recognised standard, for example CSA CCM v3.0 or SSAE-16 / ISAE 3402
• Vulnerability management approach: Our vulnerability management process is performed in accordance with ISO 27001 A.12.6, to ensure that vulnerabilities are identified and addressed in a timely/adequate fashion.; ; It is our Information Security Objective to have "​​​​​​​​​​​​​​​​​​​​​​No known ​Common Vulnerability and Exposures (CVE) on our dependencies", and merge any patches within one week. ; ; We obtain information on relevant vulnerabilities through:; Contact with special interest groups; Annual penetration tests and vulnerability scans performed by an external certified party; - External security experts proactively making us aware of potential security issues; ; Any vulnerability is assessed by the CISO and TISO along with other key stakeholders.
• Protective monitoring type: Conforms to a recognised standard, for example CSA CCM v3.0 or SSAE-16 / ISAE 3402
• Protective monitoring approach: Our protective monitoring process is performed in accordance with ISO 27001 A.12 and A.16. We have automated scanning and access blocking, alerting systems, logging and manual review processes in place to detect and respond to potential compromises. ; Potential compromises are assessed and responded to in accordance with ISO 27001, including the collection of evidence, forensic analysis, escalation and communication with relevant parties (customers, data privacy authorities) and the addressing of the weakness. Depending on the severity of the security event or incident, our 24/7 support team can escalate to appropriate stakeholders and ensure a timely response, typically in one day.
• Incident management type: Conforms to a recognised standard, for example, CSA CCM v3.0 or ISO/IEC 27035:2011 or SSAE-16 / ISAE 3402
• Incident management approach: Our incident management process is performed in accordance with ISO 27001 A.16. ; We have pre-defined processes for common events, captured in runbooks.; An information security event must be reported immediately either in person to the CISO or TISO or to security@fireservicerota.com.; Incidents related to Availability (outages) are reported through status.fireservicerota.com, including post-mortem reports for high-impact incidents.; Other security incident reports are shared on a need-to-know basis, for example with impacted customers' security officers.

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
  • Equal opportunity
  • Wellbeing

  Fighting climate change

  FireServiceRota has an international team, based in The Netherlands, Mexico and the UK. Our priority is to prevent carbon emissions and then compensate for the emissions we cannot prevent. To prevent carbon emissions and reduce air pollution we stay in touch with our customers via online tools, and we work at home as a standard. For the occasions that we do need to travel, we have a green transport programme. This programme primarily aims to reduce flying, and secondly to reduce car usage. We travel by public transport (excluding flying) for destinations closer than approximately 400 miles, whenever viable alternatives to flying are available such as the Eurostar, Thalys or other train connections. Any increased travel expenses are accepted up to 2x the cost of flying, premium/business/1st class railway business cards are provided to staff, and we provide laptops and connectivity to allow staff to work comfortably while travelling. Personnel is provided with an (e)bike to prevent car usage and promote a healthier lifestyle. ; ; The carbon footprint we cannot reduce by preventing emissions, we compensate by investing in projects that enhance the environmental, economic and social conditions, especially for the underprivileged. Every year we calculate our footprint, which consists predominantly of the following factors:; The energy our servers consume; Traveling, especially flying; Our personal footprints; ; We equated our team's personal and business footprint, and doubled this on purpose, equating to 250 tons of CO2 in 2022. We bought Carbon offsetting certificates for this amount to be carbon negative as a company. Evidence here: https://registry.goldstandard.org/credit-blocks/details/234430

  Covid-19 recovery

  Since the start of the pandemic, we have seen an increased reliance and pressure on local essential workers. In many cases, staff from Fire & Rescue Services have volunteered to support local communities through testing and vaccination sites, by providing support and care for vulnerable groups. These activities came on top of keeping their own local appliances on the run under more difficult circumstances, primary employment, and family commitments including home-schooling.; ; In our team, we asked ourselves how we can best support the local communities navigate the COVID crisis, and concluded our emergency response scheduling capabilities along with our expertise would be the most effective way to contribute. In several days we launched a programme to offer free consultancy and software services to any customer who needed assistance in managing their COVID support personnel. Our customers immediately responded to our offer, and by providing approximately 60 hours of our time per customer, we were able to support them with several rotas free of charge, tailored to their local staff working as testing of vaccination support. This helped provide the support capacity without impacting appliance availability, and it saved many hundreds of hours of planning work in their Resource Management teams and a similar figure for their local essential workers.

  Equal opportunity

  FireServiceRota is dedicated to encouraging a supportive and inclusive culture amongst the whole workforce. It is within our best interest to promote diversity and eliminate discrimination in the workplace.; Our aim is to ensure that all employees and job applicants are given equal opportunity and that our organisation is representative of all sections of society. Each employee will be respected and valued and able to give their best as a result.; ; FireServiceRota commits; - To create an environment in which individual differences and the contributions of all team members are recognised and valued.; - To create a working environment that promotes dignity and respect for every employee.; - To not tolerate any form of intimidation, bullying, or harassment on the grounds of their race, nationality, gender, sexual orientation, gender reassignment, disability or age. ; - Incidents of harassment will be taken seriously.; - To promote equality in the workplace, which FireServiceRota believes is good management practice and makes sound business sense. ; - To encourage anyone who feels they have been subject to discrimination to raise their concerns so we can apply corrective measures. At all times people’s feelings will be valued and respected.; - To encourage employees to treat everyone with dignity and respect regardless of race, nationality, gender, sexual orientation, gender reassignment, disability and/or age.; To regularly review all our employment practices and procedures so that fairness is maintained at all times.

  Wellbeing

  In many ways, the services we provide contribute to our mission of a safer and healthier world. Through our primary services, we allow Fire and Rescue Services to maintain a higher level of operational availability while offering more flexibility and freedom for firefighters. We support efficient and flexible crewing models, making it easier for both the employer F&RS as well as the employee firefighter to offer their services to the communities they support. Increased operational efficiency and effectiveness for Fire & Rescue Services immediately lead to a safer world. ; ; FireServiceRota promotes a healthy life-work balance; we recruit our team members based on motivation and trust. They are provided with an unlimited number of days of leave, the flexibility of where and when they work, and an open and trusting working relationship. The flexibility we apply internally, we also apply when working with customers. By following the Agile principles to manage projects, we add more value in less time and prevent personal stress while rolling out our software and afterwards. ; ; We are in daily contact with our team members. Every week, we measure the employee Net Promoter Score, which has been consistently > 75% for the past years. Every 2 weeks we perform a retrospective meeting aimed at improving our work and our wellbeing in the team.

Pricing

• Price: £125 a licence a month
• Discount for educational organisations: No
• Free trial available: Yes
• Description of free trial: A simplified version of our availability management or rostering software is available for a trial period of 3 months. Three hours of consultancy are provided free-of-charge to tailor the trial to the needs of the prospective customer. This excludes complex setup, integrations, contractual balances and payroll.
• Link to free trial: https://www.fireservicerota.co.uk/start_your_free_trial

Service documents

• Pricing document

  PDF

• Skills Framework for the Information Age rate card

  PDF

• Service definition document

  PDF

• Terms and conditions

  PDF

Request an accessible format

If you use assistive technology (such as a screen reader) and need versions of these documents in a more accessible format, email the supplier at info@fireservicerota.com. Tell them what format you need. It will help if you say what assistive technology you use.