Signis Group Limited

Tri.x Online Social Care Procedures

Children and Adult Social Care online procedures that reflect legislation, statutory guidance, policy and best practice . Our procedures are written and maintained by social care experts, ensuring that you have an up to date useful resource at hand whenever you need it.

Features

• Web enabled procedures that meet statutory guidance
• Content updates in line with practice guidance and legislation
• Customer Portal
• Ability to track and evidence compliance via reading tasks
• Ability to upload local resources to the portal
• Two Factor Authentication
• User access and team access with individual user profiles
• Team communication enhanced through automated email notifications following procedure updates
• Search functionality

Benefits

• Supports customers to achieve statutory and regulatory complicance
• Ensures procedures are inline with changes in the statutory framework
• Content developed and maintained by in-house Social Care Professionals
• Web enabled solution that meets accessibility standards
• Providing a content management system for your local documentation
• Development and maintenance of Procedures
• Legal Quality Assurance
• Portal area providing ability to track and evidence compliance
• User support guides
• Google Analytics facility to track usage of the manual

£1,500 to £26,500 a unit a year

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 admin@trixonline.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

938320507276708

Contact

Suzanne Weaver
0247 667 8053
admin@trixonline.co.uk

Service scope

• Software add-on or extension: No
• Cloud deployment model: Public cloud
• Service constraints: Customers cannot independently alter the public facing procedures. Planned maintenance updates are scheduled annually. Customers have access to a portal which enables uploading of local materials.
• System requirements:
  • Manuals are accessed via web browser
  • Updated anti-virus technology
  • No specific software licenses are required

User support

• Email or online ticketing support: Email or online ticketing
• Support response times: Tri.x have a ticketing system in place and are available Monday to Friday 9am-5pm (excluding bank and public holidays). Responses to tickets or emails will be made within a maximum of 24 hours. Telephone support is also available between the hours of 9am - 5pm. If an email is sent overnight or at the weekend, it is picked up and acted upon at 9am the following working day
• 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: Onsite support
• Support levels: Each contract has a dedicated allocated Procedures Consultant who is available to support the customer through the duration of the contract. They are available to be contacted via email or telephone and back up from our extensive team of social care experts.; ; Guidance, training, and support is given by Procedures Consultant and Production Team for the Portal Area.; ; Our Contract Manager is responsible for supporting the contract reviews and audits.; ; Our Technical Team is responsible for ensuring all ticketing requirements are met within a timely manner.
• Support available to third parties: No

Onboarding and offboarding

• Getting started: Customer is provided with a draft manual which reflects their logo/ branding. Manual includes links to online resources, such as the Regulatory Framework, Glossary, Mental Capacity Act and Practice Tools. Links made to Safeguarding Partnership/Board Procedures. The customer is instructed on how to provide local processes and information.; Customer is allocated a dedicated Procedures Consultant. Our extensive experienced team of social care practitioners support each other and maintain the procedures in line with new or reviewed legislation, statutory guidance, case law or good practice.; Procedures Consultant will meet on a regular basis to set scheduled publish dates for the first operational manual, advice on a communication strategy to ensure practitioners know where the online procedures manual will be available, access to a desktop icon and how to register for update alerts, also available to support with online launch session.; Customer portal area is maintained and controlled by the customer. Training, user guide and video guide is made available for the main administrator. The portal area provides access to upload local documents to the local resources area, to set up google analytics reports and for team managers to set up their team members with their own unique access for reading tasks.
• Service documentation: Yes
• Documentation formats:
  • HTML
  • PDF
• End-of-contract data extraction: When the Local Authority ceases the contract, the information from the core procedures is extracted by the contractor. Material which is IPR protected will remain with the contractor. The Local Authority will receive plain text word copies of procedures which have been locally produced by the Local Authority. All documents that sit within the portal area can be downloaded by the customer.
• End-of-contract process: When the Local Authority ceases the contract with the contractor. The Contractor will remove from their server the online procedures manual. Plain text word copies of all Local Authority produces procedures will be sent via email to the Local Authority. All contact details will be removed from the contractors server and records. Archive copies of the procedures manual will remain on the contractors server to allow the Local Authority to have access should an inquiry, child case review or historical complaint be made in future years. The contractor will not apply additional costs for this archive service.

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: Tri.x works on IoS and Android devices, and works as per the desktop/laptop application, offering users the full, rich experience.
• Service interface: No
• User support accessibility: WCAG 2.1 AAA
• API: No
• Customisation available: Yes
• Description of customisation: Customers are requested to provide logos and colour scheme at the start of a contractual period and these are inserted into the manual be the production team. Our Lead Consultants work with our customers to localise and amend core chapter/template content within each manual of procedures and our production team format this information to ensure it's accessible on our online platforms. ; There is a content management system attached to each manual where an administrator is able to upload local process maps, forms & supporting documentation.

Scaling

• Independence of resources: Tri.X Uses Azure kubernetes and MongoDB autoscaling to scale infrastructure automatically based on demand. They are Industry-leading SLA with 100% network uptime guarantee with every dedicated server hosting solution. ; They have highly available data centres enable us to guarantee both 100% network uptime and high performance.

Analytics

• Service usage metrics: Yes
• Metrics types: Yes through Google Analytics. Each manual is set up with it's own login for use.; The main metrics:; Users: new vs. returning ; Sessions: pages per session, average session duration, and bounce rate.; Location: city; Pages: page views, duration,

Resellers

• Supplier type: Not a reseller

Staff security

• Staff security clearance: Other security clearance
• Government security clearance: None

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: Managed by a third party
• Penetration testing frequency: At least once a year
• Penetration testing approach: ‘IT Health Check’ performed by a Tigerscheme qualified provider or a CREST-approved service provider
• Protecting data at rest:
  • Encryption of all physical media
  • Other
• Other data at rest protection approach: Tri.X uses MongoDB cloud for data storage. This data is encrypted at rest using AES256-CBC advanced encryption standard.
• Data sanitisation process: Yes
• Data sanitisation type: 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: User can export their data via CSV files; ; Any local content provided by the customer will be provided in a plain text format.
• Data export formats:
  • CSV
  • Other
• Other data export formats:
  • PDF (all have wording on them indictating valid for period)
  • Word (all have wording on them indictating valid for period)
• Data import formats:
  • CSV
  • Other
• Other data import formats:
  • Word
  • PDF

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: SLA 24/7/365 Level Three Qualified Technical Support Team
• Approach to resilience: Data Centre is Wholly Owned, Ultra Secure ISO 27001 certified, PCI compliant and secured to UK Government IL4 standards. ; ; Tier 3 standard data centres have concurrent maintainability to ensure 100% network uptime utilising N+1 configurations throughout including UPS and standby diesel generators
• Outage reporting: Email Alerts

Identity and authentication

• User authentication needed: Yes
• User authentication:
  • 2-factor authentication
  • Username or password
  • Other
• Other user authentication: Users only require authentication to the portal area and can use 2-factor authentication if required.
• Access restrictions in management interfaces and support channels: Only authorised users are allowed to access Support Channels.
• Access restriction testing frequency: At least every 6 months
• Management access authentication:
  • 2-factor authentication
  • 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 receive audit information on a regular basis
• 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: Business Quality Assurance International Ltd
• ISO/IEC 27001 accreditation date: 01/06/2022
• What the ISO/IEC 27001 doesn’t cover: The certificate doesn't include any explicit mention of exclusions or what falls outside the scope of the certification
• 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: Continuous monitoring and real-time alerts, Firewall uses OWASP top ten rule set configuration.

Operational security

• Configuration and change management standard: Conforms to a recognised standard, for example CSA CCM v3.0 or SSAE-16 / ISAE 3402
• Configuration and change management approach: All support and asset management is done through a technical database
• Vulnerability management type: Conforms to a recognised standard, for example CSA CCM v3.0 or SSAE-16 / ISAE 3402
• Vulnerability management approach: Formal Risk Assessment conducted across the business annually, as a compliance requirement, the risk assessment process is in line with ISO 31000. All risks have owners across the business and are responsible for ensuring they can mitigate the outcome of said risk if it ever occurs.
• Protective monitoring type: Conforms to a recognised standard, for example CSA CCM v3.0 or SSAE-16 / ISAE 3402
• Protective monitoring approach: SIEM Technology for real-time detection. Combines host-based intrusion detection, File integrity monitoring, intelligent blacklisting and vulnerability scanning and remediation.
• 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: We have clear processes in place with regards to incidents, business continuity and disaster recovery. Additionally, our hosting providers also have a defined Backup and Disaster recovery. ; ; Signis hosting and support is managed 24/7/365 and has monitoring with a proven pedigree IT and communications, data centres geographically dispersed, highly secure computing environments with 24 hour A/C power; ; Signis is able to provide a system restore to any given date within the past 30 days, or at select backup dates/times up to a year.; ; We also have ticketing systems in place for issues, enquiries and developments from customers.

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
  • Tackling economic inequality
  • Equal opportunity
  • Wellbeing

  Fighting climate change

  Fighting climate change; ; We are partnered with Sustainable Advantage, which provide ongoing assistance in delivering proactive change for true sustainability and corporate social responsibility. Sustainable Advantage focuses on environmental, social and governance (ESG) elements of the business and assists tri.x in making a real tangible and quantifiable change. Through Sustainable Advantage, recommendations and advice is provide in how tri.x can improve our ESG criteria. An action plan is agreed with Sustainable Advantage and tri.x. The ESG Committee at tri.x work hard to achieve all elements of the action plan making a real change for employees, clients, and the wider community. Through working with Sustainable Advantage, tri.x can create achievable targets and continuously work towards improving their ESG score each year and make a significant difference.

  Tackling economic inequality

  Tackling economic inequality; ; We are committed by our Social Values Policy and Equal Opportunities Policy to facilitate job vacancies and work experience for further education students. • We have a recruitment strategy to ensure that we Look to create jobs and opportunities for local people, especially those who may face challenges to employment. • We pay our staff at least the living wage, and offer them fair and flexible working conditions, such as sick pay, holiday pay, maternity/paternity leave and support a life work balance. • We support our employee’s wellbeing and mental health by providing access to counselling, coaching, and other support services. • Engage with local community businesses to promote our service but also to support their services I.e., local catering companies when we do have team days. • We recognise the importance to generate the future workforce by providing work experience in all aspects of our service. We will use the following data to measure our performance and outcomes in this area: • Number of new jobs created for local people. • Number of employees paid the living wage or above. • Number of individuals undertaking work experience. • Number of local organisations we have engaged with to provide other services.

  Equal opportunity

  Equal opportunity; ; The Supplier shall not unlawfully discriminate either directly or indirectly on such grounds as age, disability, gender reassignment, marriage and civil partnership, pregnancy and maternity, race, religion and belief, sex or sexual orientation and without prejudice to the generality of the foregoing the Supplier shall not unlawfully discriminate within the meaning and scope of the Equality Act 2006, the Equality Act 2010, the Human Rights Act 1998 or other relevant or equivalent legislation, or any statutory modification or re-enactment thereof.

  Wellbeing

  Wellbeing; ; We support our employee’s wellbeing and mental health by providing access to counselling, coaching, and other support services. We operate a flexible policy to enable a work life balance. Social events and away days are arranged to provide employees with social interaction and support.

Pricing

• Price: £1,500 to £26,500 a unit a year
• 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 admin@trixonline.co.uk. Tell them what format you need. It will help if you say what assistive technology you use.