Motorola Solutions UK Limited

Pronto

Pronto is the most widely deployed mobile Policing solution in the UK. The service integrates with national and local systems, optimising information management in operational Policing, getting intelligence to the point of need, enabling efficiencies in the back-office and optimal workflow into partner agencies and the criminal justice system.

Features

• Mobile data capture
• Operational datastore for all information
• Integration to existing back-office systems
• Re-engineering of existing processes
• Digitisation of existing processes
• Library of applications to support operational business processes
• Standardisation of business process across multiple organisations
• Configuration of processes to meet bespoke requirements
• Management information of organisational performance
• In-life support of the system

Benefits

• Digital replacement of officers pocket notebok and operational processes/forms
• Remote and mobile access to all operational policing systems
• Upfront processes capture accurate and validated information
• Reuse of information without rekeying, reducing bureaucracy
• Increases productitive, visility and effectiveness
• Removes middle office duplication costs and reduces estate costs
• Mobile searching of local and national systems

£15.00 to £34.00 a person a month

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

Framework

G-Cloud 14

Service ID

843953428343808

Contact

Andy Glover
07736636880
andy.glover@motorolasolutions.com

Service scope

• Software add-on or extension: Yes, but can also be used as a standalone service
• What software services is the service an extension to: The Pronto solution can either deployed as a standalone systems or as an extension to existing systems. The provision of APIs by an existing back-office system will allow for the integration of the mobile applications to provide mobile workers complete 2-way communications for both querying and updating a back-office system.
• Cloud deployment model: Private cloud
• Service constraints: The solution is provided as a hosted service on Supplier's private cloud. The solution supports integration to a variety of commonly used police IT systems and also supports integration to new systems through professional services.
• System requirements:
  • The Buyer is required to purchase Android or Windows devices
  • Devices must be suitable for running the Pronto Client applicable
  • The Buyer must agree a route (such as DNSP) for:
  • Connecting to the Supplier's private cloud is hosted

User support

• Email or online ticketing support: Email or online ticketing
• Support response times: For hosted Pronto customers, service affecting issues can be reported 24/7/365 via e-mail; telephone; or Service Management Terminal (SMT). Target response times for these are:; * 90% of calls are answered within 15 seconds; * 99% of calls are answered within 30 seconds; * Incidents raised via the SMT: to be picked up and acknowledged within 15 minutes of being raised.; * Incidents raised via email: the reference number is provided to the customer within an hour of receipt.; For reporting of software issues or requirements, responses are on a best endeavours basis Mon-Fri 9am-5pm, typically within 1 working day.
• User can manage status and priority of support tickets: Yes
• Online ticketing support accessibility: None or don’t know
• Phone support: Yes
• Phone support availability: 24 hours, 7 days a week
• Web chat support: No
• Onsite support: Onsite support
• Support levels: Standard project-level support is included with the service on a Mon-Fri 9am-5pm (UK working days) basis. This project team handles standard project-level matters, software change; requests, etc.; ; Additionally, in the event of an incident, customers may raise a case to the Supplier's helpdesk (24/7/365). The resolver groups for service affecting incidents is 24/7/365 and target resolution times are 4 hours (P1) and 8 hours (P2).
• Support available to third parties: No

Onboarding and offboarding

• Getting started: We provide a Train the Trainer course and Administration Training as a standard.
• Service documentation: Yes
• Documentation formats: PDF
• End-of-contract data extraction: Data can be accessed via the desktop manager tool, which is web based solution.; Additionally, the Supplier can provide the Customer with a copy of their Pronto database as file.
• End-of-contract process: To-date, only 1 customer has come to the end of a contract and discontinued the use of the Pronto service. ; ; All Pronto data is stored in the Pronto database. At the end of the contract, a copy of the database would be provided to the customer.

Using the service

• Web browser interface: Yes
• Supported browsers:
  • Microsoft Edge
  • Firefox
  • Chrome
• Application to install: Yes
• Compatible operating systems:
  • Android
  • Windows
• Designed for use on mobile devices: Yes
• Differences between the mobile and desktop service: The mobile solution comprises of a number of integrated mobile applications to support a range of operational business processes. The back-office system is a web based interface for managing information submitted to the database, including reviewing, editing and processing documents relevant to the business process rules.
• Service interface: No
• User support accessibility: None or don’t know
• API: No
• Customisation available: Yes
• Description of customisation: The Pronto solution is designed to be configurable to meet customers' specific requirements. Customers' operational processes are analysed and the requirements are documented and agreed with the customer. The software applications are then configured by supplier (using professional services) to meet the customers' requirements.; ; Pronto supports integration with 3rd party systems via SOAP and RESTful APIs, CSV and XML export and automated emails. Pronto integrates with police systems including Police National Computer (Civica and NDI), Command & Control (Steria STORM, Capita NSPIS, Integraph ICAD), RMS systems (e.g. Niche, Northgate Connect, Capita UNIFI), Pentip, CRASH. Pronto authenticates against Active Directory (Kerberos).

Scaling

• Independence of resources: Separate instances of Pronto with ringfenced resource allocation are operated for each Customer or Customer region group.

Analytics

• Service usage metrics: Yes
• Metrics types: Pronto provides usage based on forms and OTA transactions (such as number of PNC searches or C&C transactions).; ; Users can login to Pronto Web Manager to view reports on usage
• Reporting types: Real-time dashboards

Resellers

• Supplier type: Not a reseller

Staff security

• Staff security clearance: Conforms to BS7858:2019
• Government security clearance: Up to Developed Vetting (DV)

Asset protection

• Knowledge of data storage and processing locations: Yes
• Data storage and processing locations: United Kingdom
• User control over data storage and processing locations: No
• Datacentre security standards: Complies with a recognised standard (for example CSA CCM version 3.0)
• Penetration testing frequency: At least once a year
• Penetration testing approach: ‘IT Health Check’ performed by a CHECK service provider
• Protecting data at rest:
  • Physical access control, complying with another standard
  • Other
• Other data at rest protection approach: The native Pronto client Android application, installed on mobile devices, stores its data in local device storage. This is an application private partition only accessible to Pronto. The MDM should be used to enforce additional security (such as data at rest encryption). Example: combination of Samsung KNOX and BES12 enforces data at rest encryption so all data is securely stored.; ; Once uploaded to Pronto Hub, data is stored in the Pronto database. This is protected by physical and IT access controls that prevent unauthorised access to data. The solution is accredited by Home Office to IL3 / Official Sensitive.
• Data sanitisation process: Yes
• Data sanitisation type: Deleted data can’t be directly accessed
• 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: Data can be accessed and exported using the desktop manager application, which is a web based application.
• Data export formats:
  • CSV
  • Other
• Other data export formats:
  • XLSX
  • PDF
  • Excel
  • DOCX
  • CSV
• Data import formats: CSV

Data-in-transit protection

• Data protection between buyer and supplier networks:
  • TLS (version 1.2 or above)
  • IPsec or TLS VPN gateway
• Data protection within supplier network: Other
• Other protection within supplier network: Access into supplier network is protected by firewalls and a VPN solution.; ; Supplier network then has strict internal security policies that segregate the internal network using virtual firewalls and virtual LANs.; ; These segregate data between systems that are customer specific and shared services used by multiple customers.; ; Customers are as a result only able to access shared systems or customer specific systems.; ; Supplier is ISO 27001 certified and datacentres are accredited both physical and Network by Home Office to IL3/Official sensitive.

Availability and resilience

• Guaranteed availability: Service Level Targets of 99%+ (exclusive of planned maintenance)
• Approach to resilience: Multiple servers are deployed with load balancing applied. Disaster recovery is provided by back-up infrastructure provided in a secondary data centre.
• Outage reporting: On a hosted deployment, servers are protected by alarms that trigger if a service affecting issue arises.

Identity and authentication

• User authentication needed: Yes
• User authentication: Identity federation with existing provider (for example Google Apps)
• Access restrictions in management interfaces and support channels: Our support channel (our 24/7/365) service desk has a list of named, authorised support users and our service desk personnel will authenticate each caller as part of any incident report.
• Access restriction testing frequency: At least once a year
• Management access 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: User-defined
• How long system logs are stored for: At least 12 months

Standards and certifications

• ISO/IEC 27001 certification: Yes
• Who accredited the ISO/IEC 27001: Lloyd's Register
• ISO/IEC 27001 accreditation date: 12/01/2021
• What the ISO/IEC 27001 doesn’t cover: No exclusions
• 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 have our own internal business and process security policies supporting the ISO/IEC 27001 standard

Operational security

• Configuration and change management standard: Supplier-defined controls
• Configuration and change management approach: Configure, Audit, Validate, Report exceptions, investigate exceptions, resolve.
• Vulnerability management type: Supplier-defined controls
• Vulnerability management approach: Identify vulnerability through IT health checks or vendor supplied information, conduct risk analysis, implement security controls, monitor effectiveness of controls
• Protective monitoring type: Supplier-defined controls
• Protective monitoring approach: Collect events, look for pattern anomalies, report, manage through incident management
• Incident management type: Supplier-defined controls
• Incident management approach: Categorise, Prioritise, Triage, Diagnose, resolve, resolution and recovery, close incident

Secure development

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

Public sector networks

• Connection to public sector networks: Yes
• Connected networks: Public Services Network (PSN)

Social Value

• Social Value:

  Social Value

  Wellbeing

  Wellbeing

  Pronto provides workflow efficiencies to the police force and chain of evidence thereby supporting criminal convictions process. This enables a more effective police force to protect and serve the local community by removing criminal elements and allowing communities to thrive and experience a feeling of wellbeing.

Pricing

• Price: £15.00 to £34.00 a person a month
• Discount for educational organisations: No
• Free trial available: No

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