Stopford Information Systems

Stopford, agenda - Disclosure and Barring Service Appointment Booking System

Stopford's online appointment booking and diary management system allows councils to offer online appointment booking for council services, including disclosure and barring appointments.

As a bespoke solution, the system can be configured to the requirements of the organisation, enabling custom admin features, diaries, calendars, and online fields.

Features

• Online appointment booking for disclosure and barring services
• Customisable appointment calendars
• Self-check-in software (tablet & mobile)
• Automatic correspondence generation (SMS, Email & Print)
• Staff Allocation
• Automatic survey functionality
• Built in reporting tools
• Service specific functionality
• KPI tracking for Arrived, Seen & Completed
• Postcode diary restrictions (service specific)

Benefits

• Streamline service functions and increase efficiency
• Reduce costs through channel shift
• Offers an online facing platform for customers to engage with
• Reduce missed appointments & wasted time
• Reduce human error and automate functions
• Quickly react to service or council changes
• Increase accountability & managerial insight
• Reduced carbon footprint
• Scale with your services
• Seamless integration for improved data sharing

£8,000 to £30,000 a licence 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 info@stopford.com. Tell them what format you need. It will help if you say what assistive technology you use.

Framework

G-Cloud 14

Service ID

966012681484675

Contact

Scott Graham
01244319144
info@stopford.com

Service scope

• Software add-on or extension: No
• Cloud deployment model: Private cloud
• Service constraints: The system will require the buyer to submit their own styling templates to ensure that the online booking side is in line with the buyer's branding.; ; Stopford can provide additional services for clients that are unable to meet this requirement.; ; For service areas that require payment, clients will need to provide their own payment integration, any relevant documentation, and support any on-going costs issued from your payment provider.
• System requirements: Internet access

User support

• Email or online ticketing support: Email or online ticketing
• Support response times: Target response time is 2 working hours for SLA 1-4 and 40 working hours for general queries. All response times are for working hours and therefore do not include weekends
• 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: Yes, at extra cost
• Support levels: Stopford have a single support level that is detailed as part of Stopford's SLA held within the service definition. Each issue or query raised is assigned an Impact level that is used to prioritise incidents and assign target response and fix times.; ; Stopford have a help desk that act as an account manager for all jobs and can be contacted at any time for updates or pass on any additional information relevant to the job.
• Support available to third parties: Yes

Onboarding and offboarding

• Getting started: During the customisation meeting Stopford will provide examples of best practice to help guide users. Users are provided with onsite training after the system has been customised and sent electronic user manuals after their training session.
• Service documentation: Yes
• Documentation formats: PDF
• End-of-contract data extraction: Stopford provide a SQL database backup of the data if the contract ends. Stopford can also provide CSV versions if necessary.
• End-of-contract process: Within the cost of the contract is: Site license for the agenda generic, One year support, One year hosting, Customisation and 1 day of Training.; ; Additional/optional costs include: CRM integration, SMS integration, Access Management integration (Azure Active Directory), Postcode lookup integration, BA consultancy and UX consultancy.

Using the service

• Web browser interface: Yes
• Supported browsers:
  • Internet Explorer 11
  • Microsoft Edge
  • Firefox
  • Chrome
• Application to install: No
• Designed for use on mobile devices: Yes
• Differences between the mobile and desktop service: The system is mobile responsive and as such has full functionality on mobile devices.
• Service interface: No
• User support accessibility: WCAG 2.1 AA or EN 301 549
• API: Yes
• What users can and can't do using the API: Third Party Account Login; CRM Integration
• API documentation: Yes
• API documentation formats: PDF
• API sandbox or test environment: Yes
• Customisation available: Yes
• Description of customisation: The web templates for the customer facing booking pages are provided by the buyer and can be customised in line with their branding.; ; During the implementation process, the customer will be able to make decisions on what options are presented to customer during booking, communication channels available (Email, Letters, SMS) and payment methods. ; ; Users are able to customise how their service operates within the backend of the system, with options for setting opening times, adding suppliers and more. ; ; Buyers can optionally expand on functionality using various add-on modules, including self check-in options and Contact Centre solutions.

Scaling

• Independence of resources: We utilise load balancing application servers so that demand is spread across multiple resources.; ; Because virtualisation is utilised, resources for peak demand can be added as required

Analytics

• Service usage metrics: Yes
• Metrics types: The system allows for reporting on a number of data points across the system including the number of couples using the system and their completion progress. Reports on payments can also be generated.; ; Analytics codes can also be embedded in the web pages.
• Reporting types: 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: Managed by a third party
• Penetration testing frequency: Less than 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: Physical access control, complying with CSA CCM v3.0
• Data sanitisation process: Yes
• Data sanitisation type: Explicit overwriting of storage before reallocation
• 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: Reports can be exported to Excel; Views are created for third party reporting tools
• Data export formats: CSV
• Data import formats: Other
• Other data import formats: The system does not require data upload

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: Stopford offer 99% up time on all products and have exceeded this up time on all products for all clients for the past ten years.
• Approach to resilience: Available on request
• Outage reporting: Email alerts

Identity and authentication

• User authentication needed: Yes
• User authentication:
  • 2-factor authentication
  • Identity federation with existing provider (for example Google Apps)
  • Username or password
• Access restrictions in management interfaces and support channels: Within the management interface users can be assigned functions that they have access to, allowing for a wide variety of user levels and ensuring user access to areas of the system and particular functions are restricted.; ; If Access Management integration is part of the project (e.g. Azure Active Directory), then this can be used to centrally manage staff access outside of the system.; ; Support channels are not restricted as part of the support provider is user help. However changes to the system do require authorisation by a named client.
• 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

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: User-defined
• Access to supplier activity audit information: You control when users can access 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: ISO Quality Services
• ISO/IEC 27001 accreditation date: 06/05/2015
• What the ISO/IEC 27001 doesn’t cover: N/A
• ISO 28000:2007 certification: No
• CSA STAR certification: No
• PCI certification: No
• Cyber essentials: Yes
• Cyber essentials plus: No
• Other security certifications: Yes
• Any other security certifications: Self Assessment for PCI Compliance

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: Policies and processes form part of our accreditation to ISO27001.; ; We are able to supply our statement of applicability and any of our process documentation upon request.; ; In line with ISO 9001 Stopford audit their processes and audit a random selection of jobs within the system to ensure that processes are being followed. If a process is not followed then a non conformance is raised, the member of staff informed and their performance reviewed. All non conformances are reviewed as part of the regular management review meetings.

Operational security

• Configuration and change management standard: Supplier-defined controls
• Configuration and change management approach: All Stopford products are regularly reviewed and thoroughly tested before release. Details of testing procedures can be supplied upon request.; ; Any changes made to the system are reviewed by staff internally in line with ISO 27001 and the risk of security issues from appropriate changes are assessed by high level developers before release.
• Vulnerability management type: Supplier-defined controls
• Vulnerability management approach: Stopford undertakes risk assessments as part of ISO 27001 certification and routinely reviews these assessments at management review meetings. If a vulnerability is identified and is classed as a major risk to client data then Stopford move to implement a fix to the software or server with 1 working day. Stopford assess risks through a variety of industry magazines and IT security news feeds.
• Protective monitoring type: Conforms to a recognised standard, for example CSA CCM v3.0 or SSAE-16 / ISAE 3402
• Protective monitoring approach: All servers utilise monitoring software, firewalls and antivirus software that should register compromises to the server. Stopford's immediate priority is ensuring that the compromise is contained and stopped. Once the incident is no longer ongoing Stopford will look to find the area of ingress and secure the server against a similar incident. If a compromise is identified then Stopford will look to secure the server within 1 hour of the compromise being identified.
• 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: In line with ISO 27001 standards Stopford have a full business continuity plan that can be provided upon request.

Secure development

• Approach to secure software development best practice: Conforms to a recognised standard, but self-assessed

Public sector networks

• Connection to public sector networks: No

Social Value

• Social Value:

  Social Value

  • Fighting climate change
  • Tackling economic inequality
  • Equal opportunity

  Fighting climate change

  Use of Stopford booking software allows government services to reduce the impact they make on the environment in a number of ways.; ; Reduction in Paper Usage: Online booking systems eliminate the need for paper-based appointment scheduling, forms, and confirmations. By moving these processes online, there is a significant reduction in paper consumption, leading to conservation of resources and reduced environmental impact associated with paper production and disposal.; ; Minimized Travel Requirements: Similar to software-based meetings, online booking processes for local government services can reduce the need for individuals to physically visit government offices or service centres for appointment scheduling. This reduces transportation-related emissions and saves time and resources for both citizens and government agencies.; ; Optimized Resource Allocation: Online booking systems allow for better management of resources such as staff time, office space, and equipment. By scheduling appointments efficiently, government agencies can avoid overstaffing and optimize the utilization of facilities and resources, leading to energy savings and reduced environmental impact.; ; Overall, the adoption of Stopford online booking processes for government services aligns with broader social value goals by promoting resource efficiency, reducing carbon emissions, and enhancing the accessibility and convenience of public services.

  Tackling economic inequality

  Use of Stopford online booking processes can help government services to achieve greater economic equality in a number of ways.; ; Accessibility to Services: Stopford online booking systems make it easier for individuals from lower-income backgrounds to access government services by eliminating barriers such as transportation costs and time constraints associated with in-person visits. By providing a convenient and accessible way to schedule appointments, online booking systems ensure that all members of society, regardless of their economic status, have equal access to essential services.; ; Data-Driven Policy Making: Stopford booking systems generate valuable data on service usage patterns and demographics, which can inform evidence-based policy making to address economic inequality. By analyzing booking trends and user feedback, government agencies can identify areas of need and tailor their services to better serve marginalized communities. This data-driven approach ensures that resources are allocated effectively to address the specific needs of economically disadvantaged individuals and communities.; ; Overall, the adoption of Stopford online booking processes for government services aligns with broader social value goals by promoting resource efficiency, reducing carbon emissions, and enhancing the accessibility and convenience of public services.

  Equal opportunity

  Use of Stopford online booking processes can help government services to achieve greater equality in a number of ways.; ; Accessibility Features: Our online booking platforms are designed with accessibility features that cater to individuals who are differently abled. This includes meeting WCAG 2.1 to a AA standard to allow features such as screen reader compatibility, keyboard navigation, and alternative text for images, making the platform usable for people with visual or motor impairments.; ; Flexible Scheduling: Online booking systems offer the flexibility to schedule appointments at any time, allowing individuals with busy schedules or limited mobility to book appointments at their convenience. This flexibility is especially beneficial for people who may face challenges with transportation or mobility and may require more time to plan their visits.; ; Reduced Physical Barriers: All Stopford online processes allow users to highlight if they require disabled access and can limit location results based on this and highlight to staff that preparations need to be made. Some Stopford online processes can also allow customers with more complex needs to book home visits instead of coming in to government locations.; ; Privacy and Dignity: Stopford booking processes allow individuals to schedule appointments privately from their own homes, preserving their privacy and dignity. This is particularly important for individuals who may face stigma or discrimination when accessing public services in person. By providing a discreet and confidential way to book appointments, Stopford systems can help promote a sense of empowerment and autonomy among all citizens.; ; Overall, the adoption of Stopford online booking processes for government services aligns with broader social value goals by promoting resource efficiency, reducing carbon emissions, and enhancing the accessibility and convenience of public services.

Pricing

• Price: £8,000 to £30,000 a licence 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 info@stopford.com. Tell them what format you need. It will help if you say what assistive technology you use.