Professional Data Management Services Limited

Advanced Case Management Service

PDMS' Case Management Solutions use GoPro's low-code, high configuration, advanced case management solution (ACM) platform. ACM is focused on delivering transformational efficiency improvements, with a focus on solutions for grant management, fraud investigation and inspection management, achieved through innovative use of data and rules case process automation.

Features

• Easy registration with ready case templates
• Tasks and workflows
• Ad hoc process management
• Document, content and email management and template management
• Contact and relationship management
• BI and reporting
• Rules management
• Process automation, AI scheduling and resource optimisation
• Self-service 3rd party stakeholder collaboration
• 100% service enabled

Benefits

• Low code, high configuration
• Low risk, rapid implementation digital transformation
• Efficiency gains through scheduling & optimisation
• Up to 80% out of the box service delivery

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

Framework

G-Cloud 15

Service ID

897161296743295

Contact

Catriona Watt
+44 (0) 1624 664000
tenders@pdms.com

About your service

• Service categories:

  Applications

  Enterprise resource management

  • Enterprise performance management
• Multi cloud support: Yes

Service scope

• Software add-on or extension: No
• Cloud deployment model:
  • Public cloud
  • Private cloud
  • Community cloud
  • Hybrid cloud
• Service constraints: None
• System requirements: Access to internet to use the solution

User support

• Email or online ticketing support: Yes
• Support response times: A response to a support request can typically be expected to be received within four working hours of the support call being raised, however PDMS will work to agree SLAs with the buyer and can provide higher levels of service where required.
• 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: 9 to 5 (UK time), Monday to Friday
• Web chat support: No
• Onsite support: Yes
• Support levels: As standard, PDMS provide support 09.00 - 17.00 Monday to Friday excluding UK bank holidays. The support level depends on the type and scope of the solution being supported, and the support hours required. Please see they SFIA rate card for our standard rates. Technical account management / support engineers are available where required.
• Support available to third parties: Yes

Onboarding and offboarding

• Getting started: We will work with the you and help identify the on-boarding services that align with your digital transformation strategy and objectives. On-boarding services often include assistance in user story refinement, configuration support, data migration assistance, super user and end user training. Further documentation such as the online WIKI and in system guidance helps ensuring that the desired business out comes is realised quickly.
• Service documentation: Yes
• Documentation formats:
  • HTML
  • ODF
  • PDF
• End-of-contract data extraction: At the end of the contract we can provide data in multiple ways. Data can be provided as a SQL database which contains all raw system data and all file attachment delivered on to a file drive or data in XML form with the file attachments included on to a file drive.
• End-of-contract process: The data extraction and delivery is a standard service, where we will work with you to determine which method is most appropriate. This service is provided on a time and material basis unless otherwise agreed at the time of contracting.
• Documentation accessibility standard: WCAG 2.2 AA

Using the service

• Web browser interface: Yes
• Supported browsers:
  • Microsoft Edge
  • Firefox
  • Chrome
  • Safari
• Application to install: No
• Designed for use on mobile devices: Yes
• Differences between the mobile and desktop service: Responsive mobile UI
• Service interface: Yes
• User support accessibility: WCAG 2.2 AA
• Description of service interface: The solution is fully (100% of system functionality) available through web services API. This includes REST API and SOAP.
• Accessibility standards: WCAG 2.2 AA
• Accessibility testing: Testing is made to ensure WCAG 2.2 AA compliance. Further support for assistive tools including Dragon Naturally Speaking, JAWS and Magic.
• API: Yes
• What users can and can't do using the API: 100% of system functionality is available via a service API (RESTFUL and SOAP).
• API documentation: Yes
• API documentation formats:
  • Open API (also known as Swagger)
  • HTML
  • ODF
  • PDF
  • Other
• API sandbox or test environment: Yes
• Customisation available: Yes
• Description of customisation: The solution is highly configurable and provides the customer flexibility to adapt the solution without coding. This means that the customer can configure a very wide range of solution elements. This include forms and document templates, additional meta data, drop down lists, system views, processes (via graphical BPMN designer), rules and decision tables, AI optimisation constraints, etc.

Scaling

• Independence of resources: PDMS can either host on a highly resilient infrastructure using multiple storage, memory and processing units across multiple locales or on premise if requested by the customer.; ; Each client instance will be allocated dedicated resources which are not impacted by other users and allow scaling.

Analytics

• Service usage metrics: Yes
• Metrics types: To be agreed as part of onboarding process.
• Reporting types: Reports on request
• Resource tagging: No
• FOCUS resource tagging: No

Resellers

• Supplier type: Reseller (no extras)
• Organisation whose services are being resold: GoPro

Staff security

• Staff security clearance: Other security clearance
• Government security clearance: Security Clearance (SC)

Asset protection

• Knowledge of data storage and processing locations: Yes
• Data storage and processing locations:
  • United Kingdom
  • European Economic Area (EEA)
  • Other locations
• User control over data storage and processing locations: Yes
• Datacentre security standards: Supplier-defined controls
• Penetration testing frequency: At least every 6 months
• Penetration testing approach: In-house
• Protecting data at rest: Other
• Other data at rest protection approach: Secure Tier 3 Data centres Secure containers, racks or cages Physical access control Encryption of Physical media Safe destruction of physical media
• Data sanitisation process: Yes
• Equipment disposal approach: Complying with a recognised standard, for example CSA CCM v4.0, CAS (Sanitisation) or ISO/IEC 27001
• Data sanitisation type:
  • Deleted data can’t be directly accessed / Cryptographic Erasure
  • Explicit overwriting of storage before reallocation / Secure Erase

Data importing and exporting

• Data export approach: Admin users have the ability to export both reference data configurations and transactional case data as XML. In addition, report data can be downloaded as .csv files.
• Data export formats:
  • CSV
  • Other
• Other data export formats: XML
• Data import formats:
  • CSV
  • Other
• Other data import formats: XML

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:
  • TLS (version 1.2 or above)
  • IPsec or TLS VPN gateway

Availability and resilience

• Guaranteed availability: The Service Availability is set at 99.9% The Service Availability stated above is the percentage of the time the Service is available for use when measured over any one calendar month subject to Exceptions (see below) calculated according to the formula: (The number of minutes the service is available to the Customer PLUS The number of minutes the service is unavailable to the Customer due to exceptions) DIVIDED BY The total number of minutes in the month If the Service availability over any one calendar month is less than the above defined Service Availability, the Customer may request financial recompense. The financial recompense shall be calculated as a portion of the monthly Subscription fee to the Customer proportionate to the unavailability of the system, i.e. {1 MINUS [(The number of minutes the service is available to the Customer PLUS The number of minutes the service is unavailable to the Customer due to exceptions MINUS The number of minutes the service is unavailable to the Customer due to other reasons) DIVIDED BY The total number of minutes in the month]} TIMES BY The monthly Subscription fee. Further information can be found in the Service Definition Document
• Approach to resilience: PDMS Software-as-a-Service is hosted on a highly resilient infrastructure using multiple storage, memory and processing units across multiple locales in multiple Data Centres on the Isle of Man – an architecture aimed at achieving extremely high availability. The Data Centres adhere to best practices described by the EU Code of Conduct for Data Centre Operations, and meet the Uptime Institute Tier Level 3 classification. PDMS holds ISO 27001:2013 Information Security Management System standard certification alongside Cyber Essentials certification. Further information is available on request and also within the Service Definition document.
• Outage reporting: Email alerts inform PDMS of any unplanned outage. Planned outages are communicated to customers via email and telephone well in advance of the outage.

Identity and authentication

• User authentication needed: Yes
• User authentication:
  • Multi-Factor Authentication (MFA)
  • Public key authentication (including by TLS client certificate)
  • Identity federation with existing provider (for example Google Apps)
  • Limited access network (for example PSN)
  • Dedicated link (for example VPN)
  • Username or password
• Access restrictions in management interfaces and support channels: Access (to management interfaces and support channels) is restricted by least privilege access using active directory accounts with strong username and password combinations. Access is restricted on both a need and time basis with the default being that support staff do not have access.
• Access restriction testing frequency: At least once a year
• Management access authentication:
  • Multi-Factor Authentication (MFA)
  • Public key authentication (including by TLS client certificate)
  • Dedicated link (for example VPN)
  • 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 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: At least 12 months

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 Plus
• Information security policies and processes: As part of its ISMS, PDMS have the following policies and processes; Information Security Policy, Secure Development Process, Acceptable Use Policy, Change Control Policy, Data Classification and Handling Policy, Data Protection Policy, Business Continuity Policy and an Incident Management Process, all of which are governed, managed and audited through our ISO certifications. All policies are owned and regularly reviewed by the relevant departmental manager. It is the responsibility of each departmental manager to ensure that all of their staff follow the information security policies and processes, however compliance is audited by the Quality and Standards Manager, with any issues identified reported to the relevant manager, for rectification. Operationally, Information Security is jointly managed by the Chief Security Officer and the Quality and Standards Manager, both of whom report directly to the Managing Director, who has overall ownership at Board Level for Security, allowing issues that require immediate escalation to be reported to the Directors. Operational Issues that do not require immediate escalation are discussed at the monthly management meetings, where it is a standing issue. All issues discussed during these meetings that require escalation are reported upwards to Board of Directors for it to be discussed, where appropriate.
• Software Security Code of Practice: Yes

Operational security

• Configuration and change management standard: Supplier-defined controls
• Configuration and change management approach: We have change management processes in place for both system and software changes. These processes are part of the lifecycle of each system or service. They involve the use of tools and technical controls, as well as policies and procedures for our engineers to follow.; ; All changes are documented and tracked. This includes peer review and approvals before any changes are implemented in our environments.; ; We control changes and releases through automated pipelines. This provides repeatable, audited, and secure methods for introduction of environment changes.; ; Notifications from the change management process ensures that relevant stakeholders are aware of the changes.
• Vulnerability management type: Supplier-defined controls
• Vulnerability management approach: Firstly, we promptly apply updates from the providers/manufacturers of devices and operating software that constitute our hosting platform. Updates are typically applied within a 14-days of release, barring any exceptional circumstances hindering successful deployment.; ; Secondly, we employ vulnerability management tools to scrutinise the installed software/configuration within our environments. The data generated is aggregated and examined by our engineers. If modifications are deemed necessary, they are managed through change management processes.; ; Lastly, through our software development lifecycle, we use code analysis and vulnerability scanners to detect known vulnerabilities within our developed software. This proactive approach addresses potential issues before impacting systems/services.
• Protective monitoring type: Supplier-defined controls
• Protective monitoring approach: We operate systems that gather/process telemetry from a range of aspects related to our hosting/service offerings, extending the scope of vulnerability management system monitoring.; ; Telemetry provides valuable insight to our operations teams, who maintain security/stability of hosted systems. Identified issues/operational enhancements are prioritised/delegated/resolved appropriately.; ; Security findings are overseen by qualified engineers, allowing for a customised response/remediation process.; ; Where telemetry indicates potential compromise, it’s escalated through incident management procedures.; ; The tools/methods we use continually evolves. As new insights/remediations are discovered, they contribute to ongoing improvement of operational procedures and overall environment. This iterative process ensures systems remain secure, efficient and up-to-date.
• Incident management type: Supplier-defined controls
• Incident management approach: PDMS allow all staff the ability to report security incidents through a number of methods, including email, telephone, and system based forms. Ultimately all reported incidents are managed by the Chief Operating Officer, who follows the Incident Management Process, which identifies how the incident should be managed, including when to provide updates to any customers that may be affected. Customer Incident Reports are normally provided in a written document. All incidents are reviewed following their satisfactory conclusion, in order to determine what lessons can be learned, in order to improve the process or prevent future occurrences.
• Post-quantum cryptography secure: No

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 v4.0)

Public sector networks

• Connection to public sector networks: Yes
• Connected networks:
  • Public Services Network (PSN)
  • Joint Academic Network (JANET)
  • Health and Social Care Network (HSCN)

Pricing

• Discount for educational organisations: No
• 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: 1%
• Between £500,001 and £1,000,000: 2%
• Between £1,000,001 and £2,500,000: 3%
• Between £2,500,001 and £5,000,000: 4%
• Over £5,000,001: 5%

Non-mandatory Standards and certifications

• ISO/IEC 27001 certification: Yes
• Who accredited the ISO/IEC 27001: Lloyd's Register Quality Assurance Limited
• ISO/IEC 27001 accreditation date: Tuesday 25 March 2003
• What the ISO/IEC 27001 doesn’t cover: Provision of specialist business application development, software framework and products, application hosting, managed services ; and support, IT consultancy, design and project management. (Information Security only - Statement of Applicability v 5.x)
• ISO 28000:2022 certification: No
• ISO 9001 certification: Yes
• Who accredited the ISO 9001 certification: Lloyd's Register Quality Assurance Limited
• ISO 9001 accreditation date: Tuesday 25 March 2003
• What the ISO 9001 doesn’t cover: Provision of specialist business application development, software framework and products, application hosting, managed services ; and support, IT consultancy, design and project management. (Information Security only - Statement of Applicability v 5.x)
• Quality management systems (QMS): Yes
• CSA STAR certification: No
• PCI certification: No
• Cyber essentials: Yes
• Please provide your Cyber Essentials Certificate Number: F639af6e-af84-4553-963d-6547357f1f17
• Cyber essentials plus: Yes
• Please provide your Cyber Essentials Plus Certificate Number: A9278ccd-092b-4f14-936f-2c030a3e1ca6
• Other security certifications: No

Social value

• Section B - Commitment for Future: Delivery:

  • 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

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