CENTROCOL LIMITED

Myolla Case Management

Myolla-CM is a secure, cloud-based case and membership management system. It streamlines case handling, member engagement, and compliance reporting. Built for public sector efficiency, Myolla-CM enhances transparency, collaboration, and service delivery while meeting UK government digital and data security standards.

Features

• End‑to‑end case tracking with custom statuses and full audit trail.
• Automated workflows trigger actions, notifications, escalations, approvals seamlessly.
• Centralised member records with import, export, custom field support.
• Online member forms collect data directly into the secure platform.
• Secure document storage and audit history.
• Built‑in messaging supports emails and SMS communications to members.
• Real‑time dashboards with filters, analytics, and exportable reports.
• Advanced reporting tracks performance, compliance, activity, and case outcomes.
• Enterprise security features include encryption, backups, and authentication controls.
• GDPR‑aligned data handling with comprehensive logs and compliance safeguards.

Benefits

• Track cases effortlessly from creation to resolution in real time.
• Automate workflows to reduce admin time and manual input errors.
• Access and update member records securely from any connected device.
• Send updates via SMS or email directly from the platform.
• Generate insightful reports instantly to support decisions and compliance checks.
• Customise forms and fields to match your organisation’s needs.
• Collaborate across teams with secure notes and status updates.
• Store documents centrally for quick access and reduced duplication risks.
• Stay compliant with GDPR through built-in audit and permissions control.

• Education pricing available

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

Framework

G-Cloud 15

Service ID

887321972542204

Contact

David Young
07813127362
tenders@centrocol.com

About the service

• Service categories:
  • Applications
    • Production and operations
      • Service industry and public sector operations
        • Healthcare
        • Education
        • Public Order and Safety
        • Police
        • Defence
        • Social Security Administration
        • Adult Social Care
        • Children's Social Care
        • Other
      • Other operations
        • Other operations
• Multi cloud support: No

Service scope

• Software add-on or extension: No
• Cloud deployment model: Public cloud
• Service constraints: Planned Maintenance: Myolla-CM schedules routine maintenance outside UK business hours with advance notice.; ; Browser Compatibility: Optimised for modern browsers (Chrome, Edge, Safari); legacy browsers not supported.; ; Internet Access Required: Service requires a stable internet connection for full functionality.; ; Customisation Requests: Subject to scope agreement and may involve additional lead time.
• System requirements:
  • Modern web browser required: Chrome, Edge, Safari or Firefox supported.
  • Stable internet connection needed for real-time updates and syncing.
  • JavaScript must be enabled for full platform functionality and performance.
  • No additional software licences required to access standard service features.
  • Email access recommended for receiving platform notifications and user updates.
  • Screen resolution 1280x720 or higher for optimal user experience.
  • Mobile access supported via responsive design, no app installation needed.
  • Pop-up blockers should be disabled for document preview functionality.
  • Single Sign-On available. flexible by organisation

User support

• Email or online ticketing support: Yes
• Support response times: We offer email and ticket-based support during UK business hours.; Standard Response Time: Within 4 business hours (Monday to Friday, 9am–5pm). Weekend and Bank Holidays: Responses may be slower, typically within 12 hours.; ; Priority Issues: Critical service issues are escalated for faster resolution.; ; Buyers can request enhanced SLAs or weekend support as part of onboarding.
• 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: Yes
• Web chat support availability: 9 to 5 (UK time), Monday to Friday
• AI chatbot: No
• Web chat support accessibility standard: WCAG 2.2 AA
• Web chat accessibility testing: Use compliant webchat supplier, undertake our own accessibility testing with each merchant implementation with agreed assistive technology users.
• Onsite support: Yes, at extra cost
• Support levels: Myolla-CM provides three tiers of support to match client needs:; ; 1. Standard Support (Included); Email and ticket-based support (Mon–Fri, 9am–5pm UK time); Response within 4 business hours; Platform updates and incident management; Access to knowledge base and onboarding guides; Cost: Included in subscription; ; 2. Enhanced Support; All Standard Support features; Priority response (within 2 hours); Quarterly service review and usage reporting; Access to feature roadmap consultations; Phone support ; Cost: From £1000/month (based on organisation size); ; 3. Premium Support; All Enhanced Support features; Named Technical Account Manager (TAM); Customised onboarding, training, and workflow support; Cost: Custom pricing (based on scope and SLA)
• Support available to third parties: Yes

Onboarding and offboarding

• Getting started: We support new users with a structured onboarding process designed to ensure a smooth transition to Myolla-CM. Each client is assigned an onboarding lead who works closely with your team to understand your organisational structure, data requirements, and workflow needs.; ; The onboarding process typically includes:; ; Initial setup workshops to define case types, member fields, and user roles.; ; System labeling (field names etc.) can be customised to reflect an organisation's terminology.; ; Data import support, including secure migration of member records and case history.; ; Configuration assistance to customise forms, workflows, notifications, and branding.; ; User training sessions, delivered remotely or in person, tailored by role; ; Access to our support hub, with how-to guides, videos, and documentation.; ; Myolla-CM's interface is intuitive and designed for minimal training time. Most users can begin navigating the platform with confidence after a short orientation. For administrators and power users, we provide more in-depth configuration training and continued support as needed.; ; We also offer optional onboarding extras such as bulk form design, process reviews, and integration planning. Our goal is to get each organisation fully operational within a few weeks, depending on scope and readiness.; ; Ongoing support continues post-launch, ensuring a successful rollout and adoption across your team.
• Service documentation: Yes
• Documentation formats:
  • HTML
  • ODF
  • PDF
  • Other
• Other documentation formats: How to videos (MP4 or similar)
• Documentation accessibility standard: WCAG 2.2 AA
• End-of-contract data extraction: Custom data extraction support is available upon request. All data extraction requests are processed securely, in line with GDPR and information governance policies. Myolla-CM provides guidance and assistance throughout the offboarding process to ensure a smooth and compliant transition.
• End-of-contract process: At the end of the contract, Myolla-CM follows a secure and transparent offboarding process:; ; Notice & Confirmation: We confirm contract end dates and offboarding preferences with the client.; ; Data Access & Export: Users retain access for 30 days post-contract to report and export all data using built-in reporting. We assist with exports if needed.; ; Account Closure: After data extraction, all user access is revoked and data is securely destroyed, following GDPR and retention policies.; ; Included in Contract Price:; ; Access to self-service reporting and data export tools.; Secure storage of data for 30 days post-contract; Final export of customer dataset; ; Additional Costs (if required):; ; Extended data retention beyond 30 days; Assisted migration or integration support to another platform; ; We ensure all client data is handled with care and provide documentation to support a compliant and stress-free contract closeout.

Using the service

• Web browser interface: Yes
• Supported browsers:
  • Microsoft Edge
  • Firefox
  • Chrome
  • Safari
  • Opera
  • Other
• Application to install: No
• Designed for use on mobile devices: Yes
• Differences between the mobile and desktop service: Myolla-CM has been designed to work on mobile devices.; ; Differences Between Mobile and Desktop Service:; ; Myolla-CM uses a responsive web design, ensuring smooth access via browsers on smartphones and tablets—no app download required.; ; All features, including case updates, member lookups, and messaging, are available.; ; Some admin functions (e.g., advanced reporting or configuration settings) are best viewed on desktop for full usability.; ; The mobile experience is optimised for quick access, case updates, and field use.
• Service interface: Yes
• Description of service interface: Myolla-CM provides a user-friendly web-based service interface.; ; It is accessible via modern browsers on desktop and mobile devices. The interface supports secure login, role-based views, and access to all features including case management, member records, messaging, reporting, and administration tools.
• Accessibility standards: WCAG 2.2 AA
• Accessibility testing: We regularly conduct formal interface testing with users of assistive technology. ; ; During onboarding, we collaborate closely with each organisation to test the platform with agreed user groups, including those using assistive tools. This ensures that accessibility needs are addressed in real-world environments and allows us to make tailored adjustments where required. We are committed to ongoing improvement and welcome user feedback to enhance accessibility for all.
• User support accessibility: WCAG 2.2 AA
• API: No
• Customisation available: Yes
• Description of customisation: What Can Be Customised:; Reference data including: Case types, categories, and workflows; Member data fields and segmentation; Notifications (email/SMS) and escalation rules; User roles, permissions, and access levels; Branding: logos; Reports, dashboards, and export formats; Online Forms; ; How Users Can Customise:; Via the admin interface.; Through guided onboarding with our support team; By submitting configuration requests (for more complex needs); ; Who Can Customise:; Platform administrators and users with customisation permissions; Myolla support team (for advanced or restricted changes)

Scaling

• Independence of resources: Myolla-CM is built on a scalable cloud infrastructure using load balancing to ensure consistent performance across all clients. Each organisation operates within logically isolated databases, which means user data is kept completely separate from that of other organisations.; ; We use multi-tenant architecture with auto-scaling, which guarantees that heavy usage by one organisation does not degrade the experience for others. Performance is actively monitored, and we allocate additional resources automatically as needed to maintain service levels.; ; This approach ensures every user benefits from high availability, reliability, and consistent performance - regardless of demand elsewhere on the platform.

Analytics

• Service usage metrics: Yes
• Metrics types: Myolla-CM can provide service usage metrics such as active users, logins, and key case management actions (case creation, updates, closures, assignments). Audit logs capture user actions for transparency and compliance. Service performance metrics include response times, error rates, and uptime monitoring. Volume metrics such as storage used and communication volumes (emails/SMS) are also available.
• Reporting types:
  • Regular reports
  • Reports on request
• Resource tagging: No
• FOCUS resource tagging: No

Supplier type

• Supplier type: Not a reseller

Staff security

• Staff security clearance: Other security clearance
• Government security clearance: 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: Managed by a third party
• Penetration testing frequency: At least once a year
• Penetration testing approach: ‘IT Health Check’ performed by a CREST-approved service provider
• Protecting data at rest:
  • Physical access control, complying with CSA CCM v4.0
  • Physical access control, complying with SSAE-18 / ISAE 3402
  • Encryption of all physical media
• Data sanitisation process: Yes
• Data sanitisation type: Data Erasure
• Equipment disposal approach: In-house destruction process

Data importing and exporting

• Data export approach: Data Export Approach; ; Users can export their data from Myolla using built-in tools available to administrators. Exports are self-service, secure, and can be performed at any time. Exports include:; ; Myolla-CM provides a flexible reporting interface which includes the ability to export all report results to CSV; ; Audit logs and activity histories upon request; ; Advanced exports can be provided on request (additional cost).
• Data export formats: CSV
• Data import formats:
  • CSV
  • ODF
  • Other

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: Myolla-CM aim to provide 99.9% availability as part of its standard service level agreement (SLA), excluding scheduled maintenance. This equates to less than 9 hours of unplanned downtime annually. ; ; Service Level Commitments:; Target Uptime: 99.9% monthly uptime; Monitoring: 24/7 system monitoring and automated alerts; Scheduled Maintenance: Performed outside UK business hours with prior notice.
• Approach to resilience: Approach to Resilience; ; Myolla-CM is architected for high availability and fault tolerance across all service layers. Our cloud infrastructure is provided by Microsoft Azure, allowing Myolla-CM to leverage the resilience of the public cloud.
• Outage reporting: Myolla-CM reports service outages through the following channels:; ; Email Alerts: Affected clients receive immediate notifications about outages, status updates, and resolution progress.

Identity and authentication

• User authentication needed: Yes
• User authentication:
  • Multi-Factor Authentication (MFA)
  • Identity federation with existing provider (for example Google Apps)
  • Username or password
• Access restrictions in management interfaces and support channels: Strict access controls across all administrative interfaces and support channels to ensure data security and compliance:; Management Interfaces:; Only authorised users can access admin features based on their assigned permissions.; ; Audit Logging: All actions within admin panels are recorded and monitored.; ; Least Privilege Principle: Users are granted only the access necessary for their responsibilities.; ; Support Channels:Authenticated Support Requests: Only verified organisation contacts can request support involving sensitive data.; ; Access Approval Workflow: Temporary support access is granted only with client consent.; ; Secure Communication: Support interactions are conducted through encrypted channels and logged.
• Access restriction testing frequency: At least every 6 months
• Management access authentication:
  • Multi-Factor Authentication (MFA)
  • Identity federation with existing provider (for example Google Apps)
  • 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: User-defined
• Access to supplier activity audit information: Users receive audit information on a regular basis
• How long supplier audit data is stored for: User-defined
• How long system logs are stored for: User-defined

Security governance

• Named board-level person responsible for service security: Yes
• Software Security Code of Practice: Yes
• Security governance certified: No
• Security governance approach: Myolla-CM complies with the Software Security Code of Practice and ISO/IEC 27001 by embedding security across its development and operational processes. We follow secure-by-design principles, conduct regular threat modelling, code reviews, and use automated testing and vulnerability scanning tools. Role-based access controls, multi-factor authentication, and secure session management protect user access. ; ; Our ISO 27001-aligned Information Security Management System governs access control, risk management, incident response, and business continuity. Staff receive regular security training, and policies are continuously reviewed. ; ; Regular audits and improvement cycles ensure we maintain high security and compliance standards, meeting UK government expectations for cloud-based software services.
• Information security policies and processes: Myolla-CM follows strict information security policies aligned with ISO/IEC 27001 and UK government best practices. Key components include:; ; Core Policies:; Data Protection and Privacy (GDPR-aligned); Access Control and User Management; Incident Response and Breach Notification; Secure Development and Change Management; Business Continuity and Disaster Recovery; Third-Party Risk Management; ; Governance and Reporting Structure:; A Designated Security Lead oversees policy implementation and compliance.; Security responsibilities are embedded into all teams, including development, support, and operations.; Regular security audits and risk assessments are conducted.; Staff undergo mandatory security awareness and data protection training.; Incidents or breaches are escalated to senior management and, if required, reported to regulators and affected clients.; ; Enforcement and Review:; Policies are reviewed at least annually or following significant incidents/changes.; Compliance is enforced through automated controls, audits, and disciplinary procedures if necessary.; Clients are notified of relevant policy updates that may affect their data or service usage.; ; Our goal is to ensure a proactive and accountable security posture across the entire organisation.

Operational security

• Configuration and change management standard: Supplier-defined controls
• Configuration and change management approach: Myolla-CM uses a structured change management process aligned with CSA CCM and SSAE-18 standards. ; ; All components are tracked via version control. Changes undergo formal review, with security assessments for all updates. High-risk changes are approved by technical and security leads. Changes are staged across development, testing, and production environments. Rollback plans are in place for critical updates, and post-deployment monitoring ensures issues are quickly identified. This approach ensures security, traceability, and stability throughout the service lifecycle while minimising operational risk.
• Vulnerability management type: Supplier-defined controls
• Vulnerability management approach: Myolla-CM uses a proactive vulnerability management process aligned with CSA CCM and SSAE-18 standards. Threats are assessed using automated vulnerability scans, internal reviews, and severity ratings based on risk and impact. Critical vulnerabilities are patched within 24–72 hours of the fix being available, while others follow a risk-based deployment schedule. Emergency patches can be applied immediately with rollback plans. Threat intelligence is sourced from the NCSC, NIST CVE database, vendor advisories, and independent security audits. This ensures fast detection and resolution of risks, maintaining the security and integrity of the service environment.
• Protective monitoring type: Supplier-defined controls
• Protective monitoring approach: Myolla-CM uses real-time monitoring tools and log analysis to detect potential compromises, such as unusual login activity, privilege escalations, or data access anomalies. Alerts are triggered through automated systems and reviewed by our security team. When a potential compromise is identified, we initiate a defined incident response process that includes containment, investigation, and remediation. Critical incidents are triaged and acted on within 1 hour, with full resolution efforts continuing until closure. Impacted clients are notified promptly, and post-incident reviews are conducted to prevent recurrence. This proactive approach ensures quick detection and response to threats, maintaining service integrity and client trust.
• Incident management type: Supplier-defined controls
• Post-quantum cryptography secure: No
• Incident management approach: Myolla-CM maintains a structured incident management process with pre-defined procedures for common events such as service disruption, unauthorised access, and data loss. Users can report incidents through our support channels, where each is logged, triaged, and escalated based on severity. Our team investigates, mitigates, and resolves incidents while maintaining communication with affected clients. For significant incidents, we issue a formal incident report outlining the cause, impact, actions taken, and preventive measures. Reports are typically provided within five business days of resolution. This ensures transparency, accountability, and continual improvement of service reliability and security.

Secure development

• Approach to secure software development best practice: Conforms to a recognised standard, but self-assessed

Public sector networks

• Connection to public sector networks: No

Pricing

• Discount for educational organisations: Yes
• Free trial available: No

Discount percentage by annual call-off contract value (excluding VAT)

• Less than £250,000: 0%
• Between £250,000 and £500,000: 5%
• Between £500,001 and £1,000,000: 8%
• Between £1,000,001 and £2,500,000: 10%
• Between £2,500,001 and £5,000,000: 12%
• Over £5,000,001: 15%

Standards and certifications

• ISO/IEC 27001 certification: No
• ISO 28000:2022 certification: No
• ISO 9001 certification: No
• Quality management systems (QMS): No
• CSA STAR certification: No
• PCI certification: No
• Cyber essentials: No
• Cyber Essentials Alternative: In relation to the services you do not have a current and valid Cyber Essentials certificate which has been awarded by one of the government approved Cyber Essentials accreditation bodies but you are working towards gaining it, and will be in a position to confirm that you have been awarded a current and valid Cyber Essentials certificate by one of the government approved accreditation bodies within 12 months of the date of award.
• Cyber essentials plus: No
• Cyber Essentials Alternative: In relation to the services you do not have a current and valid Cyber Essentials Plus certificate which has been awarded by one of the government approved Cyber Essentials accreditation bodies but you are working towards gaining it, and will be in a position to confirm that you have been awarded a current and valid Cyber Essentials Plus certificate by one of the government approved accreditation bodies within 12 months of the date of award.
• Other security certifications: No

Social value

• Mission: Kick start economic growth:

  To secure the highest sustained growth in the G7 - with good jobs and productivity growth in every part of the country making everyone, not just a few, better off.

  Policy Outcome 1: Fair work: That offers fair wages and good working conditions. Help people get a job, stay in work, and progress in their careers, with good employment opportunities across the country. Notes: Where there is a large proportion of labour costs in the contract, commercial teams should consider MAC in Outcome 1 as a priority

  • New or retained jobs on the contract workforce in the relevant area that meet the criteria set out in MAC 1b, 1c and 1d
  • Providing opportunities for, and measuring and monitoring of, staff workforce conditions over time, including employee engagement, involvement in decision-making and satisfaction and adapting to any changes in the results, with clear processes for acting on issues identified
  • Ensuring new workers are informed of their right to join a trade union
  • Employment contracts that reflect actual hours worked; steps taken to ensure employees understand their contracts and have the ability to review and adjust them if actual hours regularly exceed contracted hours
  • Payment of more than the National Minimum Wage or National Living Wage (as appropriate) to the contract workforce
  • Understanding of in-work progression issues affecting the market, industry or sector relevant to the contract, and in the supplier’s own organisation and those of its key sub-contractors
  • Support for educational attainment relevant to the contract, including training schemes that address skills gaps and result in recognised qualifications
  • Understanding of the modern slavery risks and issues affecting the market, industry, sector or country (of origin or of source) relevant to the contract, and the workforce in the supplier’s own organisation and those of its key subcontractors

  Policy Outcome 2: Skills for growth: Supporting growth sectors and addressing skills gaps.

  • Understanding of employment and relevant skills issues, and of the education and training issues relating to the contract. Illustrative examples: demographics, skills shortages, new opportunities in high growth sectors, geographic/local community and skills/employment challenges
  • Activities to support relevant sector related skills growth and sustainability in the contract workforce. Illustrative examples: careers talks, curriculum support, literacy support, safety talks and volunteering

  Policy Outcome 3: Resilient, innovative and flexible supply chains: Support economic growth through enabling resilient businesses, opportunities for small businesses and voluntary, community and social enterprises

  • Understanding of the types of businesses in the market and the level of participation by new businesses, entrepreneurs, start-ups, SMEs, VCSEs and mutuals
  • Understanding of local demographics, needs and opportunities for the co-design of the goods, services and works to be delivered under the contract
• Mission: Make Britain a clean energy superpower:

  To cut bills, create jobs and deliver security with cheaper, zero-carbon electricity by 2030, accelerating to net zero

  Policy Outcome 4: Sustainable procurement practices: Reducing carbon footprints, minimising waste, and promoting the use of clean energy and green technologies.

  • Understanding of opportunities for additional environmental benefits delivery in the performance of the contract, including working towards net zero carbon emissions and use of clean energy and green technologies
  • Understanding of how to influence staff, suppliers, customers, communities and/or any other appropriate stakeholders through the delivery of the contract to support climate and nature protection and improvement
• Mission: Break down barriers to opportunity:

  By reforming our childcare and education systems, to make sure there is no class ceiling on the ambitions of young people in Britain

  Policy Outcome 6: Employment and training: For those who face barriers to employment

  • Understanding of employment and skills issues, and of the skills and employment shortages of high growth sectors relating to the contract
  • Understanding of the issues affecting the representation of disabled people in the workforce in the market, industry or sector relevant to the contract, and in the supplier’s own organisation and those of its key sub-contractors
  • Understanding of the issues affecting inequality in employment, skills and pay in the market, industry or sector relevant to the contract, and in the supplier’s own organisation and those of its key sub-contractors. Measures to tackle inequality in employment, skills and pay in the contract workforce

  Policy Outcome 7: Creating a pipeline of opportunities: For the contract workforce, reducing barriers to entry for under-represented groups.

  • Understanding of the issues affecting the development of new skills by target cohort
  • Understanding of issues relating to entering the contract workforce
• Mission: Build an NHS fit for the future:

  That is there when people need it; with fewer lives lost to the biggest killers; in a fairer Britain, where everyone lives well for longer.

  Policy Outcome 8: Increasing productivity through physical and mental wellbeing: In the supply chain and communities in the relevant area.

  • Understanding of issues relating to health and wellbeing, including physical and mental health, in the contract workforce

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