Datatank Ltd

DTx Investigations Case Management Software

Used by over 80 public organisations, DTx is a cloud-based, fully customisable case management system that provides all the tools and infrastructure needed to collaboratively manage your cases from initial referral/complaint, through to outcome and resolution. Suitable for counter fraud, complaints, licencing, enforcement, compliance & legal case management.

Features

• Multi-user, full feature case management and records management syste
• Supports any type of case from referral/complaint to closure/outcome
• Integrated document management system (all case files in one place)
• Customisable case templates, records, notes, workflow and events
• Access case records from any location
• Search cases, case notes, links, and explore connections, find matches
• Outcome and performance monitoring, analysis and reporting
• Manage resources, prioritise cases, review workloads, and monitor progress
• Full user access control, and transaction and event logging

Benefits

• Improve performance - case workload management, review and analysis
• Fully customise DTx to the way your team works
• Collaborate across mutliple teams, departments and organisations
• API's for easy integration with corporate applications
• Integrated document management system (no additional software required)
• Use in the office, at home and on the move
• No enhancements costs - all improvements and upgrades included
• Proactively identify key connections, emerging trends - prioritise and escalate
• Support transition from your current/old case management system

£40 to £80 a user a month

• Free trial 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 gareth.chen-rees@datatank.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

936706353190873

Contact

Gareth Chen-Rees
07852 753254
gareth.chen-rees@datatank.co.uk

Service scope

• Software add-on or extension: No
• Cloud deployment model: Public cloud
• Service constraints: There are no constraints.
• System requirements:
  • User must have internet connectivity
  • Users are responsible for information security on their own devices

User support

• Email or online ticketing support: Email or online ticketing
• Support response times: Response to standard (non-urgent) questions is 2 to 4 hours
• 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: No
• Onsite support: No
• Support levels: Critical Priority: Response 1 hour. Fix 4 hours - interim patch will be applied. Permanent fix issued within 5 working days. Urgent Priority: Response 2 hours. Fix next working day - interim patch will be applied. Permanent fix issued within 10 working days. Normal Priority: Response 4 hours, Fix 3 to 5 working days Interim patch may be applied. Permanent fix included in next software release. We provide one standard level of support for all DTx clients. User support is included in the licence fee. A DTx product specialist is provided to all clients.
• Support available to third parties: No

Onboarding and offboarding

• Getting started: On receipt of order, Datatank will:; - create a client specific hosted environment for DTx, ; - setup client superuser account, ; - provide online training, ; - provide customisation support.
• Service documentation: Yes
• Documentation formats:
  • HTML
  • PDF
• End-of-contract data extraction: All information held within DTx can be extracted when the contract ends. Copies of all case documents and files can be exported (downloaded) in their original format. Customised summary reports can be created (and saved) to extract case notes, case information and meta data into a PDF format Copies of the database can be taken and data extract scripts are provided.
• End-of-contract process: A contract Exit Plan will be issues to all clients upon request. The document will depict when: - access to the software is to be disabled - when the data is to be extracted - key stakeholders - the client's data (DTx) instance is to be deleted - secure data deletion has been performed - the data deletion certificate is issued.

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: DTx works on desktop PCs, laptops, and tablet devices.
• Service interface: No
• User support accessibility: WCAG 2.1 A
• API: Yes
• What users can and can't do using the API: Authorised users can access case information and management performance data through the DTx API.; Changes to case records cannot be made through the API for integrity reasons.
• API documentation: Yes
• API documentation formats: Open API (also known as Swagger)
• API sandbox or test environment: Yes
• Customisation available: Yes
• Description of customisation: DTx is fully customisable. Customisation can be performed via a superuser account. DTx is supplied with a large variety of pre-configured case templates to get you up and running as soon as possible. The client can customise the inbuilt templates or build their own to match the data you want to record against case type. You can create, edit, remove case data fields to make sure you capture the case information you to. Dtx incorporates its own document management system, so that all case documents are store in one place, are readily accessible and can be searched and data matched within the Dtx System. Case workflow can be separately customised for each case type. Tasks, activities and actions can be created manually or setup and customised to be triggered automatically by case events. These can be used to manage and control the case type workflow so it supports and complies with your processes and procedures. Case decision points and ‘check-gates’ can be customised for each case type to ensure that all activities and actions are completed before the user/officer can move the case on to the next stage.

Scaling

• Independence of resources: The availability and performance of the DTx service is monitored full-time and alerts raised to Datatank support staff when service capacity is limited. Additional processing/RAM resources can be made available at short notice and are taken automatically by increased usage to provide service continuity. In order to guarantee that users are not affected by the demands from other users, we use resource reservations and shares such as internet bandwidth shaping. In addition, the capacity planning team ensure that usage in terms of all resources are constantly monitored and increased accordingly relating to user demand.

Analytics

• Service usage metrics: Yes
• Metrics types: Key Performance Indicators; Some of the key performance indicators used by Datatank include:; • On time delivery performance against agreed project milestones; • Reliability and availability of service and mean time between failures (MTBF); • Average Support Desk response time; • Average time and effort required to resolve incident; • Number of incidents registered by the Service Desk; • Percentage of incidents resolved within the agreed SLA; • Average time and effort required to resolve Incidents; • Number of escalations for Incidents not resolved in the agreed resolution time; • Number of repeated Incidents reported
• Reporting types:
  • Regular reports
  • Reports on request

Resellers

• Supplier type: Not a reseller

Staff security

• Staff security clearance: Other security clearance
• Government security clearance: Up to Baseline Personnel Security Standard (BPSS)

Asset protection

• Knowledge of data storage and processing locations: Yes
• Data storage and processing locations: United Kingdom
• User control over data storage and processing locations: No
• Datacentre security standards: Complies with a recognised standard (for example CSA CCM version 3.0)
• Penetration testing frequency: At least once a year
• Penetration testing approach: Another external penetration testing organisation
• Protecting data at rest:
  • Physical access control, complying with CSA CCM v3.0
  • Physical access control, complying with another standard
  • 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: Facilities are provided to the client superuser to export their data
• Data export formats:
  • CSV
  • ODF
  • Other
• Other data export formats: Json
• Data import formats:
  • CSV
  • ODF
  • Other
• Other data import formats: Json

Data-in-transit protection

• Data protection between buyer and supplier networks:
  • Private network or public sector network
  • TLS (version 1.2 or above)
  • Legacy SSL and TLS (under version 1.2)
• Data protection within supplier network:
  • TLS (version 1.2 or above)
  • Legacy SSL and TLS (under version 1.2)

Availability and resilience

• Guaranteed availability: DTx availability is 99.99%; Service unavailability refunds are not provided.
• Approach to resilience: Datatank’s DTx Software is hosted by Amazon Web Services (AWS), using various services, including VPC, EC2, RDS, S3 and Elastic Load Balancer; our clients have the option of single or multitenancy architecture. DTx’ s services are distributed across three zones in the eu-west2 (London) region. Datatank’s cloud environment is managed directly by Datatank with no access to third parties, other than through the application. All storage and transfer of data is encrypted using keys only available to Datatank. The VPC (Virtual Private Cloud) manages communication between all three data centres. The load balancer, and S3 storage are available from all three data centres. EC2 instances are currently provided in two data centres, with the traffic distributed between them by the load balancer, additional EC2 instances can be added to meet resource requirements with no downtime. The RDS database replicates to another zone to provide backup and failover. Client connections to DTx are made to the load balancer, which communicates with the services within Datatank’s cloud environment and forwards responses. Direct connections to the web servers, databases or storage are not used. Architecture diagrams are made available upon request.
• Outage reporting: Email alerts, Dashboard, 1st Line Support

Identity and authentication

• User authentication needed: Yes
• User authentication:
  • 2-factor authentication
  • Public key authentication (including by TLS client certificate)
  • Dedicated link (for example VPN)
  • Username or password
  • Other
• Other user authentication: Single Sign-On - via Google & Microsoft.
• Access restrictions in management interfaces and support channels: Datatank staff cannot access the client's system by default.; The client must grant time-limited access to the support team.
• Access restriction testing frequency: At least once a year
• Management access authentication:
  • 2-factor authentication
  • Other
• Description of management access authentication: Single Sign On, via Google or Microsoft

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 have access to real-time audit information
• How long supplier audit data is stored for: User-defined
• How long system logs are stored for: User-defined

Standards and certifications

• ISO/IEC 27001 certification: Yes
• Who accredited the ISO/IEC 27001: Alcumulus ISOQAR
• ISO/IEC 27001 accreditation date: 17/03/2023
• What the ISO/IEC 27001 doesn’t cover: Not applicable
• ISO 28000:2007 certification: No
• CSA STAR certification: No
• PCI certification: No
• Cyber essentials: Yes
• Cyber essentials plus: No
• Other security certifications: No

Security governance

• Named board-level person responsible for service security: Yes
• Security governance certified: Yes
• Security governance standards: ISO/IEC 27001
• Information security policies and processes: - National Cybser Security Centre Accredited; - HSCIC/NHS Digital N3 Aggregator status; - ISO9001 Quality management; - ISO20000 IT service management; - ISO27001 Information security management; - ISO27017 Security controls for cloud services; - ISO27018 Personal data in the cloud security; - Cyber Essentials Plus

Operational security

• Configuration and change management standard: Supplier-defined controls
• Configuration and change management approach: Datatank has documented configuration and change management policies and processes, which have been implemented, maintained and assessed in accordance with the guidance from ITIL v.3 and the current ISO20000 standard. Formal configuration management activities, including record management and asset reporting, are monitored and validated constantly, and any identified discrepancies promptly escalated for investigation. A robust, established process for the formal submission of change requests is mandated prior to review and approval of the daily Change Advisory Board, which is attended by a quorum of operational and technical management personnel.
• Vulnerability management type: Supplier-defined controls
• Vulnerability management approach: DTx is hosted by Amazon Web Services who has a documented vulnerability management policy and process, which have been implemented, maintained and assessed in accordance with the guidance from ITIL v.3 and the current ISO20000 and ISO27001 standards. For other systems and software, assigned personnel have responsibility for regularly reviewing technical forums and specialist groups to promptly identify and evaluate any emerging patches or updates which require our attention.
• Protective monitoring type: Conforms to a recognised standard, for example CSA CCM v3.0 or SSAE-16 / ISAE 3402
• Protective monitoring approach: Following best practice from the National Cyber Security Centre, Amazon Web Services protects both its Assured and Elevated platforms with enhanced protective monitoring services (SIEM), at the hypervisor level and below. Our approach to protective monitoring continues to align with the Protective Monitoring Controls (PMC 1-12) outlined in CESG document GPG13 (Protective Monitoring for HMG ICT Systems). It includes checks on time sources, cross-boundary traffic, suspicious activities at a boundary, network connections and the status of backups, amongst many others. All alerts are immediately notified by AWS for prompt investigation.
• Incident management type: Conforms to a recognised standard, for example, CSA CCM v3.0 or ISO/IEC 27035:2011 or SSAE-16 / ISAE 3402
• Incident management approach: Amazon Web Services has a documented incident management policy and process, which have been implemented, maintained and assessed in accordance with the guidance from ITIL v.3 and the current ISO20000 and ISO27001 standards. This activity is responsible for the progression of alerts generated by automated monitoring systems, issues identified by AWS personnel, and incidents identified and reported to AWS by its customers and partners. All incidents are promptly reported into a central ticketing system, which ensures that each is promptly assigned to an appropriate resource, and its progress tracked (and escalated, as required) to resolution.

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

  Datatank is proud to be a Carbon Neutral business, that calculates and offsets its CO2 emissions. ; ; Our Carbon Reduction Plan is available here: https://www.dtx-cm.co.uk/wp-content/uploads/2023/07/PO14a-Carbon-Reduction-Plan-v2.pdf ; ; We offset 50.0 Tonnes of emissions per year via Carbon Neutral Britain's UN & Verra accredited Climate Fund.

  Covid-19 recovery

  Datatank operate a hybrid working policy allowing employees to isolate without being prevented from working, if they wish to work but work in isolation.

  Tackling economic inequality

  How will you tackle pay inequality within your workforce? All pay is issued on a role basis, rather than by a tenure/ gender basis. If a candidate is seeking more pay, we will help them move into a greater role that requires additional responsibility and personal growth. Through goals and targets candidates can exist on a development plan that sees them through to promotion and higher salary. Encouraging organisation-wide retention. How will you identify and tackle inequality within your workforce through skills and pay? We use People HR, which is a system for managing human resource. It has a management dashboard of reports which detail everything from turnover, absence using the Bradford factor and pay gap analysis. High risk is flagged to the system administrators automatically. How will you aim to increase diversity within your workforce? Our aim is to employ people who are ideally suited to/and qualified for the work they perform. This is measured through service KPI's, employee satisfaction and overall company performance (repeat customer/low complaints etc). This completely disregards any automatic discriminatory factors, i.e. age, race, beliefs etc. Where do you publish your: equal opportunities policy; Employee Value Proposition; inclusive working environment? We have a comprehensive Employee Handbook that is issued to all employees during their induction which includes a policy statement about Datatank commitment to being an equal opportunity employer. This information is also documented in our Staff working policy that is part of our ISO manual. ISO is discussed in the first week of an employee’s induction by the HR manager, so as to embed positive culture and set a high standard from early on in their career.

  Equal opportunity

  Datatank is a small employer, we focus on recruiting locally based employees and follow an ISO9001 approved Equal Opportunities policy including: - Junior managers/Team Leader are enrolled onto Leadership apprenticeships. - All employees’ salaries exceed the National Living Wage – Datatank are an Accredited UK Living Wage Employer - All employees receive a salary review annually. - All employees have Full-time, permanent contracts of employment with favourable terms and 37.5 hours of work. - Favourable holiday allowance with additional time off for Christmas closure, bank holidays, charity days. - We work hybrid, and support employees ‘preferred place of work’. - We provide annual training for all employers, which is audited by ISO9001 awarding body in the following: - GDPR and DPA Compliance - Online Cyber Security - Information Security & Governance - Council Tax Discount & Exemption Regulations - Customer Service - Fire Safety - Equality, Diversity and Inclusion - Health & Safety - First Aid (if opted) - Trade specific courses (i.e. AWS analyst for Data team) - Leadership qualifications/training for Team Leaders & Manager grade roles. - Professional coaching

  Wellbeing

  Datatank offers an Employer Assistance Programme for employees. Datatank employees all have Permanent/Full time contracts of employment. All employees work hybrid at their preferred placed of work. Employees benefit from additional Christmas annual leave closure days for additional rest time for employees on top of contracted annual leave. In addition, the below are standard practice for HRM at Datatank: - Staff surveys - One to One meetings & Performance Reviews - Staff empowerment through project leadership and involvement - We provide apprenticeships and work experience opportunities. - Supporting staff with free charity day of leave - Fully flexible, hybrid working (permanent)– supporting employee work-life-balance Datatank is also a Real Living Wage Employer.

Pricing

• Price: £40 to £80 a user a month
• Discount for educational organisations: No
• Free trial available: Yes
• Description of free trial: A Sandbox/Trial instance can be made available to prospective client to access DTx CSM

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 gareth.chen-rees@datatank.co.uk. Tell them what format you need. It will help if you say what assistive technology you use.