Services Works Global

QFM Facilities Management (CAFM)

QFM is a Facilities Management Software service offering tools for managing space, assets, maintenance, and resources. It helps organisations optimise facility operations, track assets, schedule maintenance tasks, and enhance workplace efficiency. QFM streamlines facility management processes, enabling better decision-making and resource utilisation.

Features

• Fully realised multi-modular Computer Aided Facilities Management platform.
• Asset tracking for managing facility equipment and resources.
• Maintenance scheduling to streamline repair and upkeep tasks.
• BI driven insights and usage based maintenance scheduling
• Integrated BIM data for comprehensive facility insights
• Service request management for efficient issue resolution
• Secure and proven cloud based hosting.
• Tools to manage stock levels, compliance and resource usage.
• Mobile accessibility for on-the-go facility management capabilities.
• Integration with existing systems for seamless data exchange and workflows.

Benefits

• Streamlined maintenance scheduling for efficient facility management.
• Comprehensive asset tracking to optimise resource allocation and utilisation
• Centralised work order management for seamless task coordination.
• Real-time reporting and analytics for informed decision-making.
• Customisable dashboards for tailored performance monitoring.
• Mobile accessibility for on-the-go management and updates.
• Integration capabilities with existing systems for enhanced workflow.
• Regulatory compliance tools to ensure adherence to industry standards.
• Scalable solution to accommodate business growth and evolving needs
• Experienced deployment teams

£41,000 an instance a year

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

Framework

G-Cloud 14

Service ID

864633612834350

Contact

SWG Sales Team
02088774080
info@swg.com

Service scope

• Software add-on or extension: No
• Cloud deployment model: Private cloud
• Service constraints: Planned maintenance will be scheduled on the hosting service. Any planned outages will be communicated and agreed in advance to minimise any impacts to operations.
• System requirements:
  • Web browsers supported Chrome, Edge, Firefox, Safari, Opera.
  • Android 7.0 minimum; iOS 10 minimum, (as at April 2024)

User support

• Email or online ticketing support: Email or online ticketing
• Support response times: SWG's target response times are as follows:; Priority 1: 30 minutes; Priority 2: 1 hour; Priority 3: 4 hours; Priority 4: 8 hours
• 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: 24 hours, 7 days a week
• Web chat support: No
• Onsite support: Yes, at extra cost
• Support levels: Our Support Service Level Agreement is based upon: ; ; Priority: 1; Description and Response Times: Major System Disruption; Examples:; Major disruption to entire system, e.g. server crash or total system failure affecting all users.; Response Time: 30 Minutes; Target Resolution Time: 1 Working Day; ; Priority: 2; Description and Response Times: Significant System Disruption; Examples:; Severe disruption to the system operability or functionality affecting multiple users, leaving the client unable to carry out critical business functions.; Response Time: 1 Hour; Target Resolution Time: 2 Working Days; ; Priority: 3; Description and Response Times: System Disruption; Examples:; Disruption in functionality that does not impact the entire system, such as;; Unable to see a group of data records.; Loss of ability to run certain reports.; Response Time: 4 Hours; Target Resolution Time: 5 Working Days; ; Priority: 4; Description and Response Times: Single Function Issue; Examples:; Minor disruption in operability or functionality that does not impact the entire system, such as:; Single user access issue.; Unable to see a single or limited set of data records.; Response Time: 8 Hours; Target Resolution Time: 8 Working Days; ; As per our Service Level Agreement. Also included is 24/7 x 365 infrastructure support. This includes a technical Account Manager.
• Support available to third parties: Yes

Onboarding and offboarding

• Getting started: We provide a broad range of training courses which enable users to gain a deeper understanding of QFM software. Whether you require training for end-users or a technical system administrator, we can deliver a solution to meet your needs. Our training consultants have extensive hands-on experience and the requisite technical and communication skills to help your organisation optimise return on its software investment. All courses can be delivered at either your premises or at any of Service Works’ dedicated training facilities.; • Hands-on training exercises provide practical understanding of key areas; • Foundation, intermediate and advanced courses tailor training to users’ ability level; • Training can be delivered using your own (training) database, enabling delegates to learn applications using terminology that is familiar and relevant to them; • ‘Train the trainer’ service delivers an economical, flexible option for training a large number of personnel; • Online courses offer a cost-effective means of training remote or geographically diverse users; • Specialist courses, including System Administrators; • Training certification and full documentation provided for all courses; ; Product documentation is available, including Release Notes and User Guides.
• Service documentation: Yes
• Documentation formats: PDF
• End-of-contract data extraction: Users can utilise the standard export reports available in QFM at any point in their contract period. ; SWG will also provide any reasonable additional extracts at the end of the contract upon request.
• End-of-contract process: Upon termination, at the end of the contract period, SWG will engage with the customer to establish what data is to be extracted before the system is wound down. This is included in the subscription or maintenance fees. ; ; Complex data extracts or multiple versions in the lead up to the termination may result in additional cost.

Using the service

• Web browser interface: Yes
• Supported browsers:
  • Microsoft Edge
  • Firefox
  • Chrome
  • Safari
  • Opera
• Application to install: Yes
• Compatible operating systems:
  • Android
  • IOS
• Designed for use on mobile devices: Yes
• Differences between the mobile and desktop service: QFM is primarily a web-based platform, which means it can be accessed and utilised on desktop PCs, laptop PCs, tablet and mobile devices. ; The screen layout and resolution will change to suit the requirements of the device accessing QFM i.e. the Mobile viewing settings will show larger buttons and in a single stream of data. ; ; SWG also offer QFM Mobile, an iOS and Android application that interacts with the main QFM FM system. QFM Mobile is configured specifically for mobile and tablet devices and works in online/offline mode.
• Service interface: No
• User support accessibility: None or don’t know
• API: Yes
• What users can and can't do using the API: Integration is achieved by a mix of technologies to suit the environment including Web Services (SOAP and WCF), SSIS, text files, Excel transfer, MQ and Ms MQ, direct OLEDB, propriety adaptors, etc. QFM includes its own middleware orchestrator which offers scheduling, manipulation and auditing features. As QFM is built upon industry standard SQL framework and Web Services, most 3rd party middleware solutions are also able to be used.; ; The bulk of QFM product functionality is exposed though services. These may be used in-line by referencing a .Net dll or may be invoked remotely via web services. This makes it possible for any relatively modern environment to be able to use the core QFM services directly from within their applications. Extensive business logic is held within the QFM services layer and is leveraged during data transfer in order to ensure data integrity and consistency. Data may be shared near real-time or at scheduled intervals.; ; At a data model level, QFM exposes a set of formal views which serve as a query API onto key data in the database. This layer is tightly controlled in order to maintain a contractual obligation to other systems that may be designed around it.
• API documentation: Yes
• API documentation formats: PDF
• API sandbox or test environment: Yes
• Customisation available: Yes
• Description of customisation: All QFM applications offer a high degree of user configurable functionality; allowing users to tailor the system to their specific requirements. Many field labels and UI text can be changed so that organisational terminology can be applied, and many screens can be configured by activating/disabling fields or defining these as read-only or mandatory, for example. Customised data views and reports can be saved and lists of ‘favourites’ added. QFM provides a vast number of controls for System Administrators to control who uses the system and how they can use it.; ; QFM uses a range of core processing Workflows which cover a wide range of business processes and may be selected and used to suit business needs. There are many existing standard workflows available and the system provides the ability to create new workflows. This provides flexibility for Events to include customised end to end process workflows and content which are dependent on job type. For example, Planned Maintenance jobs can be configured on a workflow different to the workflow deployed for Reactive jobs.; ; Configuration options allow fundamental processing elements to be defined, including:; ; • General workflow; • Authorisation steps; • Options/fields available at each job status; • Configurable Mobile workflow

Scaling

• Independence of resources: Geographically distributed Microsoft operations centres operate the Azure network 24/7/365. This is one of the largest in the world, avoiding any latency that can build over long distance and thereby improving the speed of accessing and working with QFM software.

Analytics

• Service usage metrics: Yes
• Metrics types: Service availability provides an up-time of 99.95% with regular metrics confirming up-time of service as required.

Resellers

• Supplier type: Not a reseller

Staff security

• Staff security clearance: Other security clearance
• 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: Yes
• 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 Tigerscheme qualified provider or a CREST-approved service provider
• Protecting data at rest:
  • Physical access control, complying with CSA CCM v3.0
  • Encryption of all physical media
• 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: QFM has a dedicated Import/Export facility for use by administrators for general data uploads and downloads. This covers a wide range of QFM data types and enables imports and exports via Excel in unicode text and comma delimited file types.
• Data export formats:
  • CSV
  • Other
• Other data export formats:
  • Unicode text
  • Comma delimited file types
  • MS Excel
  • Tab delimited file types
• Data import formats:
  • CSV
  • Other
• Other data import formats:
  • Unicode text
  • Comma delimited file types
  • MS Excel
  • Tab delimited file types

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: As standard we offer 99.95 availability of the environment.; Database is 99.99%.; ; A scheme for providing performance penalties can be negotiated with any customers who request this.
• Approach to resilience: The Managed Hosting Service from SWG provides a highly resilient solution for clients to outsource their business-critical FM software. SWG has partnered with Microsoft Azure to deliver a bullet-proof offering for platform and software management.; The MHS delivers a highly secure, fully managed, Service Level Agreement backed solution for SWG Software hosting, including housing, serving and maintaining remote servers and platform software and full management of SWG Software. The service provides a virtualized and fully-resilient solution that is easily expanded should the need arise.; ; The Azure Public Cloud is one of the most innovative and secure infrastructures available. With decades of enterprise software development experience, Microsoft builds this knowledge into improving security in its products, and has dedicated security teams that work around the clock to mitigate the effects of any threat.; Comprehensive monitoring services are available to SWG clients, for example to protect against Distributed Denial of Service (DDoS), and through Azure an increasing range of services can be offered. Microsoft leads the industry in meeting international and industry security and privacy requirements, such as General Data Protection Regulation (GDPR), ISO 27001, HIPAA, FedRAMP, SOC 1 and SOC 2, as well as country-specific standards across the globe.
• Outage reporting: The system uses a range of monitoring tools relating to all key hardware and database parameters that allow a 24/7 x 365 team to respond to any imminent issues. The system also provides 24/7 x365 URL monitoring to ensure continuous up-time. In the event of anything other than a minor outage, e.g. sub 10 seconds, notification will be provided to key customer staff via email.

Identity and authentication

• User authentication needed: Yes
• User authentication:
  • 2-factor authentication
  • Username or password
• Access restrictions in management interfaces and support channels: QFM provides secure access for system administrators to control who uses the system and how they can use it. A hierarchical structure of licensing and permissions functions enable administrators to create permissions-based access to screens and workflows for individual users within user profile categories, offering flexibility and control over system security. In addition, administrator users have the ability to create new customised user profile categories which can contain a different configuration of roles and rights.
• Access restriction testing frequency: At least once a year
• Management access authentication:
  • 2-factor 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: 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: At least 12 months

Standards and certifications

• ISO/IEC 27001 certification: Yes
• Who accredited the ISO/IEC 27001: British Assessment Bureau
• ISO/IEC 27001 accreditation date: 21/07/2023
• What the ISO/IEC 27001 doesn’t cover: All aspects of security included in our service are covered by our current ISO27001 certification.
• 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: Service Works is accredited with the ISO 27001 international information security standard. The organisation has a comprehensive set of information security policies, signed off at senior level, and processes and audits these annually. We are also audited annually by an external independent accredited body.; Our cyber security protection is of the highest quality. In addition to ISO 27001 auditing, SWG manages and reports any risks, together with mitigation plans, to our parent company on a quarterly basis.

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: Hardware and infrastructure is controlled by Microsoft Azure to the standard noted above. With regard to the application, SWG employs a strict change management process via our CRM system that ensures appropriate approval for any change requested. All changes are applied to a user acceptance test environment and only applied to production after UAT sign-off.
• Vulnerability management type: Conforms to a recognised standard, for example CSA CCM v3.0 or SSAE-16 / ISAE 3402
• Vulnerability management approach: Infrastructure vulnerability management conforms to the standard above, based on Microsoft Azure procedures. All VMs are routinely patched monthly with the option to apply any critical patches if required.
• Protective monitoring type: Conforms to a recognised standard, for example CSA CCM v3.0 or SSAE-16 / ISAE 3402
• Protective monitoring approach: SWG operate 24/7/ 365 EDR (Endpoint Detection and Response) service which operates on all SWG PCs and servers. This also operates on all jump servers that provide access to the customer hosted environment. This is monitored by security experts and is available for issues 24/7/365 via a Security Operation Centre.; Server Access also restricted by IP address.; MFA required for remote access.; NSG (Network security groups) are used.; Comprehensive Incident Response Policy, including comms plan. Where relevant, customer informed within 72 hours, or sooner if the service is affected in anyway.
• 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: SWG utilises an EDR service that monitors SWG end-points 24/7 x 365 and reports any anomaly directly to a SOC which has the ability to isolate a machine if necessary.; The organisation has a specific policy and process for the management of information security incidents. Users are able to report cyber incidents via phone, email or directly through the dedicated client portal. Any cyber incidents will be communicated to clients via Support Team reporting and direct communication.

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

  Service Works Global, our parent company Addnode Group and all their subsidiaries, are strongly committed to sustainable business operations. We reduce the impact of our operations and deliver sustainable solutions to ensure continuous improvement in our - and our clients’ - environmental performance. SWG is committed to reducing greenhouse gas and strives to achieve this in several ways including limiting non-essential business travel by air and car; benchmarking C02 consumption against other Addnode companies; utilising renewable energy suppliers where possible; managing office heating and lighting with sensors to avoid energy wastage; donating unwanted items to society (where safe and appropriate) to reduce destruction and landfill.; ; SWG’s new Supplier Code of Conduct applies to all business partners of and suppliers to SWG. It describes what we require and expect in terms of human and labour rights, health and safety for employees, environmental protection including mitigation of climate change and ethical business practices.; ; We are also proud of our gender diversity, boasting a senior management team of 50% women; exceeding industry averages.

  Covid-19 recovery

  The company is prioritising employee safety by implementing remote work options, flexible scheduling, and enhanced sanitation measures in the workplace. Additionally, it's focusing on financial resilience through cost management strategies and diversification of revenue streams to navigate the economic impact of the pandemic.

  Equal opportunity

  Service Works Global, our parent company Addnode Group and all their subsidiaries, are strongly committed to sustainable business operations. We reduce the impact of our operations and deliver sustainable solutions to ensure continuous improvement in our - and our clients’ - environmental performance. SWG is committed to reducing greenhouse gas and strives to achieve this in several ways including limiting non-essential business travel by air and car; benchmarking C02 consumption against other Addnode companies; utilising renewable energy suppliers where possible; managing office heating and lighting with sensors to avoid energy wastage; donating unwanted items to society (where safe and appropriate) to reduce destruction and landfill.; ; SWG’s new Supplier Code of Conduct applies to all business partners of and suppliers to SWG. It describes what we require and expect in terms of human and labour rights, health and safety for employees, environmental protection including mitigation of climate change and ethical business practices.; ; We are also proud of our gender diversity, boasting a senior management team of 50% women; exceeding industry averages.

  Wellbeing

  At SWG, we prioritise employee wellbeing. We enact this through mental health sessions (including wellbeing lunches), by providing resources on mental health. We also adopt flexible working schedules where possible.

Pricing

• Price: £41,000 an instance a year
• Discount for educational organisations: No
• Free trial available: No

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