Cloud Application Services

MyTeamsWork Case Management

MyTeamsWork is a flexible case management system, integrated with MS Teams and Microsoft 365. Our self-hosted package can be deployed in a few easy steps to Cloud infrastructure, running a compatible technology stack so that you can get started quickly and focus on delivering value early.

Features

• Fully configurable case data model.
• Integrates seamlessly with your workflows.
• Integration with Azure AD/Microsoft Entra for Single Sign On.
• Easily manage user rights and access levels.
• Simple dashboards to track progress easily.
• All documentation stored within secure Microsoft 365 cloud platform.
• Configurable security model.
• Microsoft Teams based application.
• Extensive auditing.

Benefits

• Cost effective.
• Add and remove users easily
• Simplified training and adoption.
• Builds on Microsoft 365 security.
• Integrates easily with other applications.
• Monitor case status in real-time.
• Produce management reports Microsoft Power BI.
• Accessible via mobile devices.

£32 to £47 a user a month

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 niall.curran@cloudapplicationservices.co.uk. Tell them what format you need. It will help if you say what assistive technology you use.

Framework

G-Cloud 14

Service ID

901643785900599

Contact

Niall Curran
+442895926001
niall.curran@cloudapplicationservices.co.uk

Service scope

• Software add-on or extension: Yes
• What software services is the service an extension to: Microsoft 365
• Cloud deployment model: Public cloud
• Service constraints: None
• System requirements: Microsoft 365 Online

User support

• Email or online ticketing support: Email or online ticketing
• Support response times: Response times are dependent on the desired support contract. We currently support customers across a range of response times, but typically operate in a 1-2 hour first response window.
• 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: 9 to 5 (UK time), Monday to Friday
• Web chat support: No
• Onsite support: No
• Support levels: Cloud Application Services provide support services for MyTeamsWork application development, together with an associated tailored service level agreement as agreed with the client. We are also able to provide a full managed service capability for the developed software and the hosting components. Support can be provided during business hours or on an on-call basis 24 hours-a-day, 7 days per week as required and costed with the client. We appoint a service delivery manager to manage and report on the support being provided and to act as a single point of contact in any service discussions.
• Support available to third parties: No

Onboarding and offboarding

• Getting started: Online Training.
• Service documentation: Yes
• Documentation formats: PDF
• End-of-contract data extraction: MyTeamsWork does not store any data, all data including configuration is stored in the SharePoint systems that are being utilised.
• End-of-contract process: MyTeamsWork will no longer be accessible however all the data remains available within the customers Microsoft 365 cloud environment.

Using the service

• Web browser interface: Yes
• Supported browsers:
  • Microsoft Edge
  • Firefox
  • Chrome
  • Safari
  • Opera
• Application to install: No
• Designed for use on mobile devices: Yes
• Differences between the mobile and desktop service: None
• Service interface: No
• User support accessibility: WCAG 2.1 AA or EN 301 549
• API: No
• Customisation available: Yes
• Description of customisation: Authorised users can customise data fields, form layouts, workflows & templates. Some integrations can be automated with workflow.

Scaling

• Independence of resources: Scaling is provided by Microsoft 365.

Analytics

• Service usage metrics: No

Resellers

• Supplier type: Not a reseller

Staff security

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

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: Never
• Protecting data at rest: Other
• Other data at rest protection approach: This is not applicable as the service does not store any data (all data is stored in Client's SharePoint).
• Data sanitisation process: No
• Equipment disposal approach: In-house destruction process

Data importing and exporting

• Data export approach: All data is stored in Microsoft 365 and can be exported using a variety of tools. No specific export tooling is provided by MyTeamsWork.
• Data export formats: Other
• Other data export formats: Not applicable. All data can be accessed in original format.
• Data import formats: Other
• Other data import formats: All formats accepted by SharePoint.

Data-in-transit protection

• Data protection between buyer and supplier networks: TLS (version 1.2 or above)
• Data protection within supplier network: Other
• Other protection within supplier network: No user data held within CAS network or transits to or from CAS Network.

Availability and resilience

• Guaranteed availability: Microsoft 365 guarantee that Apps running in a customer subscription will be available 99.9% of the time. For full Microsoft SLA see: https://azure.microsoft.com/en-us/support/legal/sla/app-service/v1_4/
• Approach to resilience: Data is stored in the Clients Microsoft 365 environment. More https://learn.microsoft.com/en-us/compliance/assurance/assurance-data-resiliency-overview
• Outage reporting: The App is hosted in the Clients Microsoft 365 environment. Microsoft notification policy states - When a service incident occurs, Microsoft recognizes that timely, targeted, and accurate communications are critical for customers. Microsoft notifies administrators by communicating directly to impacted customers via Service health on the Microsoft 365 admin center. Service incident updates are provided on an hourly cadence or, if a different cadence is required, it will be stated in the SHD communication posting. ; The Admin App for organization administrators gives you the ability to connect with your organization's Microsoft service status on the go. Microsoft administrators will have the ability to view service health information and maintenance status updates from their mobile devices.

Identity and authentication

• User authentication needed: Yes
• User authentication: 2-factor authentication
• Access restrictions in management interfaces and support channels: Role based access is used to manage permissions throughout the application.
• Access restriction testing frequency: Never
• Management access authentication: 2-factor authentication

Audit information for users

• Access to user activity audit information: No audit information available
• Access to supplier activity audit information: No audit information available
• How long system logs are stored for: User-defined

Standards and certifications

• ISO/IEC 27001 certification: Yes
• Who accredited the ISO/IEC 27001: British Assessment Bureau
• ISO/IEC 27001 accreditation date: 27/02/2023
• What the ISO/IEC 27001 doesn’t cover: Our ISO Certification covers Company Wide Scope.
• ISO 28000:2007 certification: No
• CSA STAR certification: No
• PCI certification: No
• Cyber essentials: Yes
• Cyber essentials plus: Yes
• 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: As part of our ISO27001 Information Security certification we have various policies and processes in place. These include but are not limited to an Information Security Policy, Business Continuity Policy and Plan, Security Incident Management Plan, Firewall Policy, Password Policy, BackUp Policy, Patch Management Policy and Secure Development Policy. All policies are reviewed annually, all documents have responsible owners either at board level or senior management. Staff undertake monthly training relating to Information Security. Internal Information Security Audits are carried out monthly with regular Senior Management Review Meetings. The process is complimented by our Cyber Essentials Plus Certification.

Operational security

• Configuration and change management standard: Supplier-defined controls
• Configuration and change management approach: MyTeamsWork application change is tracked and managed through Microsoft's Azure DevOps services. The process is lightweight and includes defining and tracking status of change, analysing and prioritising change requirements, monitoring and reporting on changes and keeping stakeholders and teams informed of changes. Changes are assessed for potential security impacts within the above. All change management follows our Secure Development Policy.
• Vulnerability management type: Supplier-defined controls
• Vulnerability management approach: We are Cyber Essentials Plus and ISO 27001 Certified and we use the National Cyber Security Centre Guidelines. https://www.ncsc.gov.uk/collection/vulnerability-management/guidance
• Protective monitoring type: Supplier-defined controls
• Protective monitoring approach: The service runs within the Microsoft 365 platform. This is covered by Microsoft monitoring.
• Incident management type: Supplier-defined controls
• Incident management approach: Our service desk provides an ITIL compliant service. Incidents can be raised and tracked on our 24/7 portal.

Secure development

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

Public sector networks

• Connection to public sector networks: No

Social Value

• Social Value:

  Social Value

  • Fighting climate change
  • Tackling economic inequality
  • Equal opportunity
  • Wellbeing

  Fighting climate change

  Fighting climate change:; Effective stewardship of the environment CAS are committed to tackling the challenges of sustainable development and we operate as a responsible corporate business. We are committed to work with our suppliers and customers to improve sustainability performance particularly via the following specific activities: • We can partner with waste management providers to recycle IT waste and cardboard such as through our local Council Recycling Scheme. • Where possible, our team will adopt a remote working model to minimise our impact on the environment through unnecessary travel or additional energy resources required for an office space. • Implementing energy-efficient technologies and practices – such as monitoring energy performance for monitors and electronic displays and intelligent charging of devices. • Encourage employees to adopt energy-saving behaviours. We can continuously review opportunities for the following: • Implementation of training programs to raise awareness of environmental issues – these may be delivered in house or using appropriate external partners and will consider any updates to legislation and/or industry best practice. • Encourage responsible behaviours among employees. • Mitigate environmental impacts through offsetting initiatives. • Enable employees to contribute to sustainability efforts. CAS is focused on reducing the environmental footprint of our customers by innovating highly efficient, integrated appliances and cloud-based security solutions. We understand the unprecedented challenge that our customers face in continually improving their sustainability. We utilise innovation to drive environmental responsibility at the core of our strategy. We strive to minimise our environmental impact throughout our value chain, to ensure we are driving the best possible outcomes for sustainability goals. We can also monitor and report on our sustainability practices through employee and buyer consultation / feedback, guidance from external partners and via a KPI dashboard which tracks progress against agreed targets per annum.

  Tackling economic inequality

  Tackling economic inequality; ; Increasing supply chain resilience and capacity CAS work with organisations to create scalable and future-proofed ways to support delivery to their customers, to provide unique services or to differentiate them from their competition. Our case management solutions and IT managed services will support SMEs through to large public sector bodies to modernise their data management and IT processes and increase their productivity. Within our own supply chain we also work to increase resilience and capacity through the following activities: • Reviewing our current supply chain and partners to identify inefficiencies and risks; • Expanding the types of businesses we consider in our supply chain, especially seeking to introduce innovative SMEs into our supply chain; • By treating suppliers fairly and involving them in the development of specifications; • By working with suppliers in the development of new solutions especially with new early stage start-ups; and • Improving data security and compliance. Further to this, we are a certified Cyber Essentials Plus and ISO 27001 company – Data Security and managing cyber security risks is fundamental to all of our solutions. Regular monitoring and proactive security measures are implemented across our contracts to safeguard against potential threats, ensuring a secure environment. To fortify our products and services against potential threats, we incorporate proactive security audits. This involves regular and systematic assessments of the security measures to identify and address vulnerabilities promptly, ensuring a robust defence against cyber threats. Further to this we will also implement measures such as Two-factor Authentication for staff and ongoing monitoring for intrusion.

  Equal opportunity

  Equal opportunity; ; Tackle workforce inequality. CAS are committed to providing equal opportunities for employees and team members and eliminating any potential discrimination from our internal/external working practices, as per our Equality Opportunities and Equal Pay Policy. This commitment has enabled us to nurture a culture of equality and inclusivity. The values of our policy are reflected in our recruitment process, alongside the daily practice of providing a working environment where all members of the team are treated with dignity and respect. Our policy's purpose is to: 1. Provide equality, fairness and respect for all in our employment or involved in our project teams. 2. Not unlawfully discriminate on the basis of protected characteristics. 3. Oppose and avoid all forms of unlawful discrimination. We have a comprehensive employee support programme in place to support in-work progression for all groups. This includes delivery of upskilling training relevant to current contracts and regular employee consultations to agree personal development plans/goals. Furthermore, we will also work with the Equality Commission to attend their Employer Training Programme events and direct consultation to develop further our equality and inclusivity measures. To ensure staff are informed and understand our equality, diversity and inclusion strategy we will provide an annual training session and workshops for employees to raise awareness regarding Equality, Diversity and Inclusion (EDI) issues, unconscious bias and other related practices. All members of staff are responsible for supporting the aims and spirit of the policy. Our approach to equal opportunities is disseminated to staff during their induction process upon joining the company and with refresher training conducted yearly. All training is monitored by the Company Directors, with training logged on our internal training matrix. We can also monitor and report on our equality practices through employee and buyer consultation / feedback and guidance from external partners.

  Wellbeing

  Wellbeing; ; Improve health and wellbeing CAS are committed to supporting the health and wellbeing (including physical and mental health) in our workforce. We continuously review and develop our Health and Wellbeing strategy (with specific updates in relation to new contracts) for employees which includes a number of initiatives to support the mental health and wellbeing of our employees. This will include the use of external resources as we will undertake an initial assessment of our health, safety and wellbeing provision (including consultation with employees) to provide a benchmark and also develop recommendations on how to improve our strategy. This will be completed annually to measure progress made. Key activities to support our staff include bi-annual training for the management team – this includes the use of external resources such as attendance of workshops or webinars provided by the British Safety Council. A sample of topics for training include ‘Managing stress within your team’, ‘Mental Health: Start the Conversation’, ‘Wellbeing for Directors’ and ‘Managing Stress and Undertaking Stress Risk Assessments for Managers’. By participating in these workshops and webinars, our management team will be able to recognise the symptoms of mental ill-health, provide initial help, guide the person towards appropriate professional help, and be mindful of their own wellbeing. Employees will also be supported through 1:1 sessions with their line manager (or other as appropriate) to identify assistance as wanted or needed in practices such as managing stress, nutrition advice, exercise and mindfulness. We will also gather feedback on the initiatives provided, review progress from previous sessions and determine any additional need for support (e.g. Counselling support or stress management courses).

Pricing

• Price: £32 to £47 a user a month
• 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 niall.curran@cloudapplicationservices.co.uk. Tell them what format you need. It will help if you say what assistive technology you use.