BARTEC MUNICIPAL TECHNOLOGIES LIMITED

Operations Management Software

‘Collective’ is a comprehensive, modular, software system designed to reduce the cost and improve the quality of local authority front-line services, including waste and recycling operations management, commercial customer account management, street cleansing, enviro-crime, grounds maintenance, inspections, route optimisation software and route consultancy services.

Features

• Real-time reporting
• Workflow management
• Resource and asset management
• In-cab and mobile working applications
• Management of planned and reactive work
• Integration with third party systems
• Trade / commercial customer account management
• Fully documented API
• Route optimisation software and services
• Customer facing web portals

Benefits

• Management of multiple front-line services through one centralised system.
• Automated job scheduling reduces manual processes
• Performance monitoring drives continuous improvement
• Reductions in operational costs through service optimisation
• Improved, more efficient management of resources
• Fast, accurate response to customer enquiries.
• Improved customer engagement and service levels via on-line customer interactions
• Mobile working maximises efficiency and working time
• Real-time exchange of data with third party systems
• Increase profits through effective trade customer account management

£10,000 to £500,000 a unit

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

Framework

G-Cloud 14

Service ID

870479782650202

Contact

Stephen Deakin
07980991627
sdeakin@bartecmunicipal.com

Service scope

• Software add-on or extension: No
• Cloud deployment model: Private cloud
• Service constraints: Planned maintenance takes place outside of normal working hours and is arranged through prior agreement with the customer. ; There are no specific hardware configurations.
• System requirements:
  • Windows 7 and above
  • Modern web browser

User support

• Email or online ticketing support: Email or online ticketing
• Support response times: All questions are usually acknowledged and or resolved within the hour.
• 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: 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: None to date
• Onsite support: Yes, at extra cost
• Support levels: TotalCare is the comprehensive support package from Bartec , as a minimum, all customers receive the following level of support for software, ; • Dedicated customer service number, manned from 7.30am to 5pm on standard UK ‘Working days’ ; • Guaranteed response time for all calls ; • On-site response for vehicle installation issues ; • All calls assigned reference numbers and tracked in our online reporting system ; • Unlimited support calls from registered users ; • System Administration ; • Unlimited Customer advice ; • Free device updates ; • Daily backup of all Collective data ; • Reports Customers can purchase Extended Hours Support and Weekend Hours support. Priorities Our Helpdesk works to agreed service levels, applying different response and resolution targets to tickets based on their severity. Our standard response times are shown below. ; Category Target Response Time Target Resolution Time ; P1 1 hour 2 hours ; P2 2 hours 8 hours ; P3 4 hours 7 days ; P4 4 hours 14 days ; P5 8 hours Subject to agreement ; We generally charge 20% of the software module price to cover annual software support. We provide a Technical Account Manager to our clients, additionally all customers have access to our dedicated customer Helpdesk via phone and on-line.
• Support available to third parties: Yes

Onboarding and offboarding

• Getting started: We have developed a detailed training methodology ensuring that the training meets expectations and delivers the maximum benefit to the Client. Bartec provide on-site and on-line customer training courses. Training Planning workshops form part of the project implementation and cover who, what, where and when. The training programme is therefore adapted to suit the specific requirements of the project and to cover any bespoke elements. For users of the desktop system a series of classroom sessions is held whereas we prefer to operate a ‘train the trainer’ policy for drivers and crews. This allows the ‘system owner’ to ensure that consistent working practices and policies are maintained with minimal or no disruption to service delivery. Bartec provide full training materials as both hardcopy and electronic format for reproduction. In addition to the standard materials Bartec may also provide quick reference guides for certain roles or functions. The Collective system is also supported by an online help system in Wiki format. Each customer receives a specific publication of the online help which is relevant to the software that they have. This publication can also include customer specific sections which can be maintained by the customer and/or Bartec as appropriate.
• Service documentation: Yes
• Documentation formats:
  • HTML
  • PDF
• End-of-contract data extraction: Users are provided with a copy of the database prior to removal from our systems. The media and transit mechanisms are agreed with the client either at the outset of the contract or at contract end. A backup of the database will be taken using the standard Microsoft SQL Server database backup format. This will be copied to an encrypted hard disk and sent to the customer. On confirmation of receipt of the drive, the customer will be provided the code to access the drive and retrieve the backup.
• End-of-contract process: Once the contract has ended we:; Close down the service; Remove data from the servers; Provide data back-up to the customer; Destroy the remaining data; Under normal circumstances there is no additional cost for this service.

Using the service

• Web browser interface: Yes
• Supported browsers:
  • Internet Explorer 11
  • Microsoft Edge
  • Firefox
  • Chrome
  • Safari
  • Opera
• Application to install: Yes
• Compatible operating systems:
  • Android
  • IOS
  • Windows
• Designed for use on mobile devices: Yes
• Differences between the mobile and desktop service: The full back-office application is available to use on Windows Tablets. ; We also offer applications specifically for mobile workers on Android and IOS.
• Service interface: No
• User support accessibility: WCAG 2.1 AA or EN 301 549
• API: Yes
• What users can and can't do using the API: Collective is built on web-services and exposes all key functions through a secure, documented API. The Collective API allows secure access to all key datasets such as premises details, collection activity, events reporting, disposal transactions and service requests. Customers can also query the positions of vehicles, capacity on bulky rounds, etc. and get live data on demand to populate third party systems such as customer service centre systems and customer facing web portals.; Our normal approach to serving public content is therefore for the client’s web team to use our API to get the data they want. This is typically bin collection days, but also self-serve special collections such as bulky waste, asbestos collections and other requests. This means our customers can construct whatever they like quickly around the UPRN as the 'trigger' and get live data on demand. This has been adopted by many of our local authority clients.
• API documentation: Yes
• API documentation formats:
  • HTML
  • PDF
• API sandbox or test environment: Yes
• Customisation available: Yes
• Description of customisation: Much of the data within Collective can be customized by users, such as: ; • Workgroups; • Crews; • Vehicle types; • Mobile users; • Premises and Street Attributes; • Premises events and sub-events; • Street events; • Document templates; • Service Request classes and types; • Vehicle checks; • Schedules; • Feature types; ; Users can also customise their view of the back-office application with different themes and grid layouts.; ; Mobile device user interfaces are also customizable:; • Icons and messages are fully customizable.; • Maps are customizable. ; • Night and Day display functions account for visibility issues.; ; Users with appropriate access permissions can customise the system. Access permissions are governed by the ‘System Administrator’ who can assign rights for users to create, edit or just view system data. Users with appropriate access can update all static data, configuration and live data across all workgroups. System Administrators can also create system users, assign access permissions, allocation to Workgroups and competencies. System administrators can also edit and delete users from the system. All actions leave an audit trail.

Scaling

• Independence of resources: We monitor server loads and response times constantly to ensure acceptable performance.; System capacity can be extended as and when required.; We also work with the customer to define and warrant acceptable response times for key transaction types.; Our hosted service is constantly accessed by over 4,000 vehicle systems and 100's of concurrent desktop users throughout over 100 UK Local Authority Clients.

Analytics

• Service usage metrics: Yes
• Metrics types: The system provides reports on transactional throughput for each service area. There are also reports on user access and crew engagement.
• Reporting types:
  • API access
  • Real-time dashboards
  • Regular reports
  • Reports on request

Resellers

• Supplier type: Not a reseller

Staff security

• Staff security clearance: Staff screening not performed
• 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: Supplier-defined controls
• Penetration testing frequency: At least every 6 months
• 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 another standard
• 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: Options exist for customers to:; Export data to a Data Warehouse.; Export data to an Azure database.; Export Rapid View Reports to Excel.; Export any grid of data to Excel.; Export to SFTP sites.; We can also provide customers with bulk extracts via the Bartec Helpdesk.
• Data export formats:
  • CSV
  • Other
• Other data export formats:
  • XML
  • SQL backup
  • Access database
  • Excel spreadsheet
• Data import formats:
  • CSV
  • Other
• Other data import formats:
  • Excel spreadsheet
  • XML

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 agree to service credits where the agreed service level has been breeched. This typically covers response times to reported issues, based on the priority rating of each issue. We can provide an example of this SLA if requested. Regarding system availability specifically, the following SLA is a typical example. In this example each credit is equal to £50. System Availability - at least 98% between core hours of 06:00-18:00 Monday to Friday. 4 Service Credits gained for each percentage under the specified Service Level Performance Measure. This is an example of a current SLA. When required we work with customers to agree custom service delivery models.
• Approach to resilience: Bartec is accredited to ISO:27001. Bartec operate a high-quality primary data centre in the UK which is environmentally controlled and stringently protected against loss of power, network disconnection, physical attack and electronic hacking. We further protect our systems by holding a stock of physical spares and have comprehensive maintenance agreements on key equipment and regular software backups of data and operating systems. The hosted infrastructure is heavily virtualised and allows for rapid restoration to new target hardware. The availability of this facility has been near 100% during the time we have used it. Further details are available on request.
• Outage reporting: We operate a multi-level service monitoring system which ensures we are aware of problems as soon as they arise. Key staff are alerted through a variety of mechanisms and a defined protocol is followed to advise customers as appropriate.

Identity and authentication

• User authentication needed: Yes
• User authentication:
  • 2-factor authentication
  • Username or password
• Access restrictions in management interfaces and support channels: 2 factor authentication is utilised throughout
• Access restriction testing frequency: At least once a year
• Management access authentication: Dedicated link (for example VPN)

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: LRQA (Lloyds Register Quality Assurance)
• ISO/IEC 27001 accreditation date: 14/02/2022
• What the ISO/IEC 27001 doesn’t cover: Statement of Applicability v1.0 - exclusions A.14.1.3 Protecting application services transactions N/a There is an ability for customers to pay via the website but this is via Sage Pay over an encrypted channel. There is a manual terminal in the office as a fall-back. A.14.2.7 Outsourced development N/a No outsourced software development is done.
• 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: Cyber Essentials
• Information security policies and processes: An Information Security Policy and supporting procedures are part of the Integrated Management System. These are independently audited by a Security Consultant and the findings presented to the Board of Directors.

Operational security

• Configuration and change management standard: Supplier-defined controls
• Configuration and change management approach: Client system configuration is controlled through Bitbucket throughout the lifecycle. Change management is a formal process using JIRA whereby the proposed change is reviewed and the impact assessed on all dependencies. If approved the change is progressed.
• Vulnerability management type: Supplier-defined controls
• Vulnerability management approach: In accordance with our ISO:27001 processes servers are manually patched usually monthly. Critical patches are reviewed and a decision taken whether to deploy or wait. Patches are rolled out to less critical system, then test and finally production. Information on potential threats is received from several sources including suppliers (hardware and software), user groups and forums.
• Protective monitoring type: Supplier-defined controls
• Protective monitoring approach: In accordance with our ISO:27001 processes ESET antivirus is deployed for antivirus, malware and spyware. The machine would be isolated from the network and cleansed. ; Incidents are reported into the IT Helpdesk, logged, investigated and corrective action taken. They are reviewed by the Information Security Consultant and reported to the Board via the Management Review Process. ; Bartec operate a maintenance window on the Sunday morning following the "Patch Tuesday" release. All patches are typically rolled out within 4 days of release. If a patch is deemed critical it will be tested and applied within operational hours.
• Incident management type: Supplier-defined controls
• Incident management approach: In accordance with our ISO:27001 processes there is an established Security Incident Management process in place. All users report events into the IT Help Desk. These are logged and reviewed (and categorised as an incident or weakness). A Security Incident Report is completed. These are reviewed by the Security Consultant. Users are aware of common events - e.g. phishing attempts and bogus emails.

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

  Social Value is increasingly important to our customers and we have adopted a standardised approach for our clients, which address the 5 themes of social value provision as set out in the National TOMS (Themes Outcomes and Measures). ; The services contribute positively to fight climate change by enabling buyers to reduce carbon emissions from waste and recycling operations. This is achieved by improving the efficiency of routes, reducing missed collections, enabling the adoption of zero-emission vehicles and promoting increased recycling of materials by residents.; In providing these services, we have a clear commitment to our own Net Zero emissions target. We report our social value and carbon reduction results in recognised and audited formats. ; We will provide regular reports of social value provision in a format compatible with the Impact Evaluation Standard.

  Covid-19 recovery

  Social Value is increasingly important to our customers and we have adopted a standardised approach for our clients, which address the 5 themes of social value provision as set out in the National TOMS (Themes Outcomes and Measures).; We can help buyers support the physical and mental health of people affected by COVID-19; ; Our services allow employers to implement modern and flexible working practices which make work accessible to a wider group of people, including those left unemployed or recovering from COVID-19. This can include remote working, flexible hours and social-distanced work.; We will provide regular reports of social value provision in a format compatible with the Impact Evaluation Standard.

  Tackling economic inequality

  Social Value is increasingly important to our customers and we have adopted a standardised approach for our clients, which address the 5 themes of social value provision as set out in the National TOMS (Themes Outcomes and Measures). ; Our services can assist buyers in making their own operations more economically diverse, adopt new technologies and promote innovation from small and/or local service providers. By providing secure, accessible and standardised technology, buyers can work with SMEs and VCSEs to develop new services – for example furniture reuse collections.; We will provide regular reports of social value provision in a format compatible with the Impact Evaluation Standard.

  Equal opportunity

  Social Value is increasingly important to our customers and we have adopted a standardised approach for our clients, which address the 5 themes of social value provision as set out in the National TOMS (Themes Outcomes and Measures). ; Our own business is committed to fair and progressive standards of employment.; • All employees working in sustainable employment with fair, equal and flexible conditions, paid the Real Living Wage (higher than National Living Wage and without age restrictions); • No internships, unpaid trials or zero-hours contracts; • Equal opportunities employment; • Self-directed training budgets for all staff; The nature of our business does not lend itself to creation of employment or direct long-term training at our customers’ locations. We can, however, work with the council and the waste team specifically, to improve the skills and job prospects of people working in and around the council waste team.; Added social value offers to our clients include contributions to upskilling their workforce, including assistance with adult literacy and IT competency training costs, contribution of our staff time and support for events and initiatives aimed at attracting new entrants to the waste, recycling and environmental industry.; We will provide regular reports of social value provision in a format compatible with the Impact Evaluation Standard.

  Wellbeing

  Social Value is increasingly important to our customers and we have adopted a standardised approach for our clients, which address the 5 themes of social value provision as set out in the National TOMS (Themes Outcomes and Measures). ; Physical and mental health is a particular challenge in the waste and recycling sector, with life expectancy, accident rates and other indicators lagging behind many other industries.; In our own business we have implemented best practices and policies for Health and Safety and Mental Health, for example providing ‘mental health first-aider’ and ‘first-aider’ training to our staff and offering additional physical and mental healthcare services to all employees.; Our products innovate and promote safe and healthy work practices, including regular ‘nudges’ such as infographics embedded in our systems and sophisticated health and safety monitoring systems to ensure that the workforce and general public work to the highest standards of health and safety at all times.; We can assist in the provision of similar services to our clients.; We will provide regular reports of social value provision in a format compatible with the Impact Evaluation Standard.

Pricing

• Price: £10,000 to £500,000 a unit
• 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 sdeakin@bartecmunicipal.com. Tell them what format you need. It will help if you say what assistive technology you use.