MATRIX BOOKING LIMITED

Matrix Booking - Desk and room booking for local authorities

Matrix Booking provides booking and workplace management software for local government. Access desk booking, room booking, other resource booking, and visitor management. Operate multi-building and multi-site estates and share buildings with other organisations. Identify savings to free up funds for front-line services.

Features

• Desk booking and hot desk booking system
• Meeting room and other workplace resource booking (for example, parking)
• Visitor management system
• Booking app for the web, iPhone, and Android
• Microsoft 365, Teams, Outlook, Entra ID, SCIM, SSO integration
• Building system integration, including access control, sensors, and digital signage
• Support multi-building and multi-site estates
• Operate hubs: securely share resources with other organisations
• Occupancy and environmental sensors
• Powerful resource booking and workplace analytics

Benefits

• Complete resource booking and management for local authorities
• Support flexible, mobile, and hybrid working
• Help staff find colleagues and book for their team
• Book and check in on-the-spot via QR and NFC stickers
• Integrations enable easy-to-use and easy-to-manage workplaces
• Provide the right blend of workspaces based on usage data
• Identify underused office space to repurpose or sublease
• Optimise building use by sharing with other organisations
• Reduce estates costs to free up funds for front-line services
• Help provide the right workspace for your employees

£1.25 a unit a month

• Free trial available

Service documents

• Pricing document

  PDF

• Skills Framework for the Information Age rate card

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

Framework

G-Cloud 14

Service ID

923567302681863

Contact

Public Sector Sales Team
0203 951 8291
gov.digital@matrixbooking.com

Service scope

• Software add-on or extension: No
• Cloud deployment model: Public cloud
• Service constraints: None.
• System requirements: None.

User support

• Email or online ticketing support: Email or online ticketing
• Support response times: We respond to tickets within the published SLAs which are: ; Priority 1 – 1 working hour ; Priority 2 – 4 working hours ; Priority 3 – 8 working hours
• User can manage status and priority of support tickets: Yes
• Online ticketing support accessibility: WCAG 2.1 AA or EN 301 549
• Phone support: Yes
• Phone support availability: 24 hours, 7 days a week
• Web chat support: Web chat
• Web chat support availability: 9 to 5 (UK time), Monday to Friday
• Web chat support accessibility standard: None or don’t know
• How the web chat support is accessible: Zoho is absolutely committed to delivering WCAG 2.2 Level AA compliance across it's products and already has this for ZOHO DESK, ZOHO CRM and ZOHO FORMS and is actively working on completing this for the other modules including Matrix Booking Support Chat (powered by ZOHO SALESIQ).; ; These certificates will be published by ZOHO once available and will be available to customers and linked to from Matrix Booking Ltd Support Portal.
• Web chat accessibility testing: Testing is currently underway by Zoho and all available results will be published.
• Onsite support: Yes, at extra cost
• Support levels: Matrix Booking will work with customers to set up the support process during the implementation process. 1st Level support is provided by the customer help desk or service desk. Matrix Booking development and professional service teams provide 2nd and 3rd level support for the application. Client service desks have access to the Global Service Management desk via the support portal. A 24-hour emergency phone line is also available for Priority 1 issues. All standard support for Matrix Booking is included in the subscription costs. Matrix Booking provide a service delivery manager for all Enterprise accounts.; ; For clients looking for additional levels of support, the Admin as a Service (AaaS) is also available and priced based on the number of resources.
• Support available to third parties: Yes

Onboarding and offboarding

• Getting started: Matrix Booking is designed as a powerful, yet simple-to-use resource booking solution and we've had a wealth of customer feedback. They deploy it to their staff and say it immediately becomes part of their everyday routine as it's so easy to pick up and use. However, recognising that all customers are different and all our customers' staff members have differing needs, we have a variety of options available for you. We have plenty of documentation (for example, setup guides or troubleshooting articles) on our Support Portal that you can download. Additionally, we give you free access to our e-learning hub that delivers e-learning modules for all levels of staff and all roles, which can be full training or as refreshers. If you want more training or prefer a more dedicated approach, our Training team can run any of a series of training courses for your teams aimed at all levels (for example, standard user, reception training, or training on the management information and reporting). Should you need more bespoke training, this can also be arranged at any time during your contract by contacting your dedicated Customer Success Manager.
• Service documentation: Yes
• Documentation formats: HTML
• End-of-contract data extraction: Matrix Booking allows customers to export all their data to Microsoft Excel, including a list of all of their historical and future resource bookings and users. The extract is simple to do and can be carried out by the customer administrators in the web application of Matrix Booking.
• End-of-contract process: Matrix Booking charges annually and up front meaning that when a customer's subscription year comes to an end, the customer would simply choose not to renew their contract. We would allow the customer time to extract their data and from their system before turning their access off.

Using the service

• Web browser interface: Yes
• Supported browsers:
  • Internet Explorer 11
  • Microsoft Edge
  • Firefox
  • Chrome
  • Safari
  • Opera
• Application to install: No
• Designed for use on mobile devices: Yes
• Differences between the mobile and desktop service: The mobile applications provide all the core functionality available to a standard user on the web.; ; Some users with higher access such as location managers and administrators have access to certain functions on the web interface only such as configuration changes and reporting.
• Service interface: Yes
• User support accessibility: None or don’t know
• Description of service interface: Matrix Booking provides Software as a Service (SaaS) office booking, visitor management, workplace management, and workplace analytics, used by more than 100 public sector organisations to support happy and productive hybrid working. This includes hot desk booking software, desk booking app, meeting room booking, workplace sensors, car park booking, and EV charger booking.
• Accessibility standards: None or don’t know
• Description of accessibility: We are working towards level AA of WCAG 2.2 compliance, and by October 2024 we will have an accessible resource booking service. Those using assistive technologies can currently make and manage resource bookings. Key features, such as booking via a floor plan, may present difficulties for disabled users, but more accessible alternatives are provided. Users can also set the default display of availability search results as a list to avoid accessibility issues with floor plans. Other known limitations include the use of third-party features such as Google Maps and PDF content. We are making every effort to overcome these limitations.
• Accessibility testing: To achieve an accessible resource booking service that meets level AA of WCAG 2.2 by October 2024, we are working with the Digital Accessibility Centre (DAC). They have recently tested both our web and mobile applications for this service. Their test team includes people with a wide range of disabilities, including blind, mobility, deaf, colour blind, dyslexia, low vision, cognitive impaired, Asperger's, and anxiety. All were able to complete test tasks, such as making a booking, on their own. The assistive technology used by DAC during their testing includes JAWS, Dragon, Keyboard, Windows Magnifier, and Talkback or voice assistant. DAC have also provided training and advice to our design and development team to help us achieve our objectives.
• API: Yes
• What users can and can't do using the API: The API can be used to access data relating to Bookings, Locations, Booking Categories, and Visitors.
• API documentation: Yes
• API documentation formats: HTML
• API sandbox or test environment: Yes
• Customisation available: Yes
• Description of customisation: Matrix Booking can be customised and configured to suit their estate requirements, including uploading logos, images, descriptions and floor plans.; ; The administrators of the system have over 100 configuration options and business rules that govern how the system appears and functions for their users.; ; The configuration options range from workflow to security settings including simple thresholds and settings up to complex multi-hub network sharing connections.

Scaling

• Independence of resources: Matrix Booking operates on a highly-available, auto-scaling architecture that automatically increases system resources to meet customer demand.

Analytics

• Service usage metrics: Yes
• Metrics types: Customers can access metrics including resource utilisation, user activity and occupancy reports.
• Reporting types:
  • Real-time dashboards
  • Regular reports
  • Reports on request

Resellers

• Supplier type: Not a reseller

Staff security

• Staff security clearance: Conforms to BS7858:2019
• 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
  • European Economic Area (EEA)
  • Other locations
• User control over data storage and processing locations: Yes
• Datacentre security standards: Complies with a recognised standard (for example CSA CCM version 3.0)
• Penetration testing frequency: At least once a year
• Penetration testing approach: ‘IT Health Check’ performed by a CHECK service provider
• Protecting data at rest:
  • Physical access control, complying with SSAE-16 / ISAE 3402
  • Encryption of all physical media
  • Scale, obfuscating techniques, or data storage sharding
• Data sanitisation process: Yes
• Data sanitisation type:
  • Explicit overwriting of storage before reallocation
  • Deleted data can’t be directly accessed
• 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: Users are able to export their data via the Matrix Booking web application. The system will allow users to export any data on historical or future bookings and any data on their users.
• Data export formats: CSV
• Data import formats: CSV

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 have a stated availability guarantee of 99.5%.; We have met this target every year for the last 3 years.; We do not offer refunds for periodic outages.
• Approach to resilience: Matrix Booking operates on the Amazon Web Services Cloud Infrastructure hosted in AWS security certified data centers.; Resilience for the Matrix Booking applications is ensured by the distributed hosting of the Platform as a Service used by the Matrix Booking applications over multiple Availability Zones within the AWS Region in which the application is hosted. ; ; Data for the Matrix Booking application is stored in the AWS Relational Database Service (RDS) which is another PaaS offering from AWS. Production Databased are continually backed up, so that a point in time restore of the database can always be performed.
• Outage reporting: Matrix Booking has a public facing service status dashboard to report outage to which all of our customers have access.; ; We send out advance email notifications of any service outages or planned maintenance to all customer administrators. We will continue to send updates during any outage and then send out further email notifications confirming the service has been restored.

Identity and authentication

• User authentication needed: Yes
• User authentication:
  • 2-factor authentication
  • Identity federation with existing provider (for example Google Apps)
  • Username or password
  • Other
• Other user authentication: Identity federation with existing provider, Username or password and direct link to identity provider via SAML2.
• Access restrictions in management interfaces and support channels: Matrix Booking has specific roles for the administrators, meaning; that only admin users will be able to access the management; interfaces of the service. The administrators are controlled within; the Matrix Booking web interfaces. The support channel is a; separate tool entirely from Matrix Booking and therefore we are; able to give access to the requested users.
• Access restriction testing frequency: At least once a year
• Management access authentication:
  • 2-factor authentication
  • Identity federation with existing provider (for example Google Apps)
  • Username or password
  • Other
• Description of management access authentication: Matrix Booking has specific roles for the administrators, meaning that only admin users will be able to access the management interfaces of the service. The administrators are controlled within the Matrix Booking web interfaces.

Audit information for users

• Access to user activity audit information: You control when users can access audit information
• How long user audit data is stored for: At least 12 months
• Access to supplier activity audit information: Users contact the support team to get audit information
• How long supplier audit data is stored for: At least 12 months
• How long system logs are stored for: At least 12 months

Standards and certifications

• ISO/IEC 27001 certification: Yes
• Who accredited the ISO/IEC 27001: British Assesment Bureau Ltd
• ISO/IEC 27001 accreditation date: 6/9/2023
• What the ISO/IEC 27001 doesn’t cover: Nothing noted.
• 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: ISO/IEC 27001; ; Matrix Booking operate with a named Governance Board and a Senior Management Team headed by the CEO Karl Breeze. Paul Scott is CTO and responsible for Information Security. Ian Jones is Director of Operations and the Data Protection Officer.; ; Matrix Booking has a documented Information Security Policy as part of our ISO27001 acreditation. The aim of the policy is to protect the confidentiality, integrity and availability of the Organisation’s information by controlling access to its IT systems. It is the responsibillity of all staff to ensure that this Policy is complied with. Overall responsibility for the security of the Organisation’s networks rests with the ISMS Manager and Senior Management Team. ; ; The Matrix Booking board receive a regular report of all information security related issues as part of the monthly board meetings. Information covered includes any reported Information Security incidents, changes to the policies affecting Information Security, status updates on operation issues, vulnerabilities and areas potentially affecting information security.

Operational security

• Configuration and change management standard: Supplier-defined controls
• Configuration and change management approach: Matrix Booking maintains a register of all hardware sold in conjunction with the operation of the service, including operating systems, serial numbers and software versions.; ; By design all changes to the Matrix Booking platform are required to consider security inline with the Matrix Booking Secure Development Policy and tested for acceptance before being released to production.
• Vulnerability management type: Supplier-defined controls
• Vulnerability management approach: Vulnerabilities reported as Information Security Incidents are assessed and where applicable fixed as part of an Incident Management process. CRITICAL vulnerabilities identified as part of penetration testing or the continuous real-time monitoring of the infrastructure and code pipelines are assessed as hotfixes and applied as a priority, HIGH vulnerabilities are reviewed as part of the security patch review and development process as part of the normal change management process.
• Protective monitoring type: Supplier-defined controls
• Protective monitoring approach: Matrix Booking has implemented logging and active monitoring to identify suspicious activity which is regularly tested as part of the CHECK level Penetration testing. In addition our AWS infrastructure is also automatically protection by Web Application Firewalls which defends against the most common, frequently occurring network and transport layer DDoS attacks.; ; Alerts triggered from suspicious activity are analysed and further restrictions are put in place to safeguard the systems.
• Incident management type: Supplier-defined controls
• Incident management approach: Matrix Booking has a complete Incident Management process in place as part of the ISO27001 certification. Incidents can be raised by customers via the Matrix Booking support portal or internally by members of staff. Matrix Booking has an on call rota of Incident Managers who will be alerted to the incident. Incidents are assessed and P1 Incidents are handled by the P1 Incident process.P2 and below are logged in the support system and managed as part of the support and development process.

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

  Technology is pivotal in creating a sustainable future, and the effective use of data plays a crucial role in this process. Decisions informed by reliable data will have the biggest impact on efforts to reduce emissions and improve energy efficiency.; ; Using reports in Matrix Booking you can see whether certain floors or areas are only lightly used at certain times. If they are, this is an opportunity to switch off lighting, heating, and cooling, to immediately cut costs and energy usage. Quiet areas also require less cleaning, meaning you can adjust schedules to reduce costs and your environmental impact further.; ; Matrix Booking’s environmental sensors are designed to detect and measure various physical parameters and conditions, including:; ; temperature; ; humidity; ; air quality; ; CO2; ; pollutants; ; noise levels; ; We’ve always believed in using our business as a force for good. And we want to publicly demonstrate our commitment to doing the right thing by our people, customers, suppliers, community, and the environment. ; ; That’s why we’ve joined the global B Corporation movement. ; ; Being certified by B Lab gives our customers, partners, suppliers, and prospective colleagues the assurance that we’re living by our core values, and holding ourselves accountable for this.; ; Our primary software is hosted in a centre that is powered entirely by renewable energy sources. As our employees work from home, we have no scope one and two emissions and offset more of our combined scope three emissions. We will be in accordance with the UK Government 2050 carbon-neutral legislation and fully support this strategy.

  Covid-19 recovery

  During Covid-19 the Matrix Booking software was used to manage entry into office buildings, the flow of individuals around a building, and social distancing. This was done by:; ; asking visitors to complete a COVID declaration before entering, aiding in contact tracing and occupancy reporting.; ; maintaining compliance with customers’ social distancing policies by implementing desk and meeting room booking.; ; managing the safe return of workers across the UK public sector and government hubs network.; ; The global Covid pandemic forced a seismic shift in working practices. Technology plays an important role in supporting workers in hybrid roles. Using digital collaboration tools, resource management platforms and communication applications allows coworkers to communicate, plan, monitor and even book the space or equipment they need to work.; ; Using Matrix Booking means employees can reserve a desk before travelling to work, so they have a workstation guaranteed. This also makes the workspace more efficient, as no desk spaces will be wasted.; ; Covid-19 caused a great deal of disruption for many organisations. This in turn caused a knock-on effect whereby office space requirements have significantly reduced and businesses are looking to consolidate their work environments.; ; This is where Matrix Booking’s unique cross-organisational functionality comes in. By enabling organisations to easily combine the management of their private estate and their shared government hub space on a single system with simple search capabilities across the entire network.; ; Over 120 organisations currently share government rooms, desks and event space with the added benefit of multi-tenant visitor management on a highly secure, GDPR-compliant platform.

  Tackling economic inequality

  Matrix Booking is committed to working with its customers to deliver value to the community by supporting young people, economically deprived areas and charities.; ; We support innovation, learning and development. We are focused on enhancing our client outcomes by applying fresh ideas on data, automation and new technologies. We work with our customers to co-create public services that are fit for today and the future.; ; We have formal policies that cover all legal aspects of our supply chain including anti-slavery and corruption, beyond this we are working with our supply chain to ensure that our suppliers share our values and standards when it comes to the environment, local community, and fair trade.; ; As the company does not have an office for all our employees, our teams work remotely and are spread throughout the whole of the UK and not limited to one region, demographic, or community.; ; Matrix Booking actively invests in accessibility so that our customers’ staff, regardless of the issues surrounding disability, can enter their workplace more feasibly and have access to the resources they need to complete their work.; ; As a SaaS company with our employees working remotely, our supply chain and customer base are not limited to one region or continent. We have customers in over 20 countries across four continents worldwide because our products and services are recognised as robust, resilient, and future-proof.; ; One of the reasons our customers choose our products and services is because we provide them with high-quality and highly secure subscriptions. They are tested to both the CREST and CHECK standards as well as our ISO 27001 certification.; ; We work directly with the Government Property Agency to ensure that our suppliers and sub-processors of data meet the required standards for cyber and data security.

  Equal opportunity

  Matrix Booking is committed to making sure our products and services can be used by everyone, and our software is designed to support people with accessibility requirements, in various ways. ; ; To help us achieve and maintain our objective, we have commissioned The Digital Accessibility Centre (DAC) to carry out a WCAG 2.1 AA level technical compliance audit that also includes extensive manual testing.; ; Matrix Booking has a number of features to help with accessibility. Users can filter search results by facilities to help identify which resources have better accessibility. For example, when choosing a desk that’s suitable for a disabled colleague. Additionally, users with visual impairments can customise their accounts to list resources rather than display them on a floor plan. Our designers can also optimise floor plans for easier use by partially sighted individuals.; ; As a B Corp Matrix Booking prioritises corporate social responsibility (CSR), CSR is integral to our Employee Owned (EO) business model and consistently emerges as a top priority in employee surveys. Our focus areas encompass:; ; internal labour and reward policies; ; fair trade supplier policies; ; carbon footprint reduction; ; social responsibility in decision-making; ; charitable giving and volunteerism; ; Matrix Booking is a proud living wage employer and guarantees our basic salaries are both competitive and adequate for the location of the role. We review salaries regularly and have worked to ensure a company culture where concerns can be raised confidentially.; ; We're dedicated to promoting equality, diversity, and accessibility, striving for a workforce that reflects society. We ensure all staff can reach their full potential without discrimination, adhering to the Equality Act 2010 in recruitment, training, and promotion processes.; ; Our Modern Slavery policy reflects our commitment to acting ethically and with integrity in all our business relationships and operations.

  Wellbeing

  As an employee-owned company, Matrix Booking fully embraces a flexible, remote working model. We place a huge emphasis on open communication to keep our team in sync and connected. We regularly gather feedback through surveys and continuous conversations to understand our employees’ requirements. This democratic approach helps us stay flexible and attentive to our team’s evolving needs.; ; We have monthly meet-ups in London and Wales, along with social events like table football, which foster team bonding and camaraderie. We also organise company away days twice a year to build on our team spirit and turn work relationships into genuine friendships. These actions improve the mental health and well-being of our employees.; ; The Matrix Booking platform is designed to create happy productive teams. Ensuring your people are happy at work is a powerful way to attract and retain staff. High-quality workspaces that are incredibly easy to discover and book, give employees more time to focus on what they enjoy.; ; One of the main reasons people go to offices is to meet and collaborate with colleagues. Matrix Booking supports co-working by letting people discover when and where their colleagues have reserved desks so that they can book nearby. Intuitive filters let people specify what they need. This could be anything from a desk offering disabled access, to a sit/stand desk. Employees can select the office they want to work in, and specify whether they need equipment such as a phone, screens, or a keyboard and mouse.; ; Matrix Booking helps organisations improve workflows by providing visibility on how workspaces and equipment are being used. This technology can improve well-being and allocate resources more efficiently. For example, data-driven insights enable companies to introduce wellness programmes, adjust office temperatures or invest in the right equipment.

Pricing

• Price: £1.25 a unit a month
• Discount for educational organisations: No
• Free trial available: Yes
• Description of free trial: 14 day free trial of the web and mobile applications.; ; Not included:; - Integration to Microsoft 365, Outlook, Entra ID G-suite, SSO; - Occupancy Sensor systems; - Digital signage or kiosk systems; - Multi-tenant visitor management; - Access to Hub Networks
• Link to free trial: https://www.matrixbooking.com/free-trial/

Service documents

• Pricing document

  PDF

• Skills Framework for the Information Age rate card

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