TRACE SOLUTIONS LIMITED

TRAMPS / BlueBox property management system

Property management system and service charge management system. The system will manage income and aged debt on properties and also outgoings on freehold or leasehold properties. The system will integrate with existing systems.

Features

• Web access and interface
• Remote access
• Real time reporting
• Integration with accounting, document management systems etc
• Integration with MS Office products
• Fully integrated accounting
• Fully integrated reporting
• Easily defined screens and processes

Benefits

• Management of income on properties
• Automated aged debt management
• Service charge budgeting and issuing of letters to tenants
• Full service charge management and end of year reconciliation
• Management of headleases and freeholds
• Extensive automation and labour saving processes
• Large number of standard reports and easy report writer
• Management of void properties
• Management and warnings of critical lease dates
• Management and KPI reporting

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 ryan.coleman@tracesolutions.co.uk. Tell them what format you need. It will help if you say what assistive technology you use.

Framework

G-Cloud 15

Service ID

990957301285968

Contact

Ryan Coleman
020 7825 1064
ryan.coleman@tracesolutions.co.uk

About the service

• Service categories:
  • Application Development and Deployment
    • Analytics and business intelligence
      • Business Intelligence
        • Business Intelligence
• Multi cloud support: No

Service scope

• Software add-on or extension: No
• Cloud deployment model: Private cloud
• Service constraints: We have a planned maintenance schedule that would normally take place out of business hours
• System requirements: Tech spec available upon request

User support

• Email or online ticketing support: Yes
• Support response times: Standard response is ASAP but within 24 hrs
• User can manage status and priority of support tickets: Yes
• Online ticketing support accessibility: None or don’t know
• Phone support: Yes
• Phone support availability: 9 to 5 (UK time), Monday to Friday
• Web chat support: Yes
• Web chat support availability: 9 to 5 (UK time), Monday to Friday
• AI chatbot: No
• Web chat support accessibility standard: None or don’t know
• How the web chat support is accessible: There is a link within the product
• Web chat accessibility testing: Not know at this time
• Onsite support: Yes, at extra cost
• Support levels: We have helpdesk as a first line of support, they would be backed up by the 2nd line of support and then lastly we have the TST team who will be able to assist with any technical queries if they are not able to be resolved with 1st or 2nd line of support
• Support available to third parties: Yes

Onboarding and offboarding

• Getting started: Firstly there would be a consultation call to map out the project and the implementation, following this there would be training where the relevant documentation will be provided (training can be held at the clients office, our office or online, following training and implementation an account manager would be provided for ongoing support aswell as users having access to the helpdesk during normal business hours
• Service documentation: Yes
• Documentation formats:
  • HTML
  • PDF
  • Other
• Other documentation formats: Word
• Documentation accessibility standard: None or don’t know
• How the documentation is accessible: N/a
• End-of-contract data extraction: The clients data is available at any time by running a report within the system and extracted into excel
• End-of-contract process: Clients pay a subscription fee for the system (functionality and spec to be agreed) and maintenance, optional functionality outside of the standard offering would be charged and included within this fee. A notice period would be in place whereby the client would be responsible for providing written notice within the agreed time frame, once this has been submitted the client would be responsible for extracting their data prior to the contract end date (following the contract expiry date there would no longer be access to the data)

Using the service

• Web browser interface: Yes
• Supported browsers:
  • Microsoft Edge
  • Firefox
  • Chrome
  • Safari
  • Opera
• Application to install: Yes
• Compatible operating systems:
  • Android
  • IOS
  • MacOS
  • Windows
• Designed for use on mobile devices: Yes
• Differences between the mobile and desktop service: We have an interface called Mojo that can accessed from any device that has an internet connection, however to use the backend it would require a desktop
• Service interface: No
• User support accessibility: None or don’t know
• API: No
• Customisation available: Yes
• Description of customisation: Workflows, processes and data capture can be tailored to meet the business needs.

Scaling

• Independence of resources: Each client is in a segregated portion of the servers with specifically allocated resources

Analytics

• Service usage metrics: Yes
• Metrics types: This would be achieved by the client self serving by analysing the reports available within the system
• Resource tagging: No
• FOCUS resource tagging: No

Supplier type

• 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 CREST-approved service provider
• Protecting data at rest:
  • Physical access control, complying with another standard
  • Encryption of all physical media
• Data sanitisation process: Yes
• Data sanitisation type: Data Erasure
• Equipment disposal approach: A third-party destruction service

Data importing and exporting

• Data export approach: By using the standard reporting tools within the system
• Data export formats:
  • CSV
  • Other
• Other data export formats: Excel
• 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: Other
• Other protection within supplier network: All customers' instances are separated, they are unable to communicate with each other

Availability and resilience

• Guaranteed availability: UK Business Days From 09:00 to 17:00 UK Time, supported via the helpline The Service may be used outside of these hours, subject to availability, without support. The Client will be advised of Planned Downtime. The service will be available for 99% of the time in the stated hours. Platform Uptime Percentages last 3 years: 2024 – 99.96% 2023 – 100% 2022 – 99.98%
• Approach to resilience: We have a Data centre are located in London UK Our secondary data centre is located in maidenhead Offsite backups are taken nightly, firstly to local data centre and then archived to alternative datacentres in Manchester. Backups are encrypted and immutable to guard against ransomware. Weekly full backups with incremental throughout the week.
• Outage reporting: Our Incident Communication Methodology When performance issues arise from either our cloud infrastructure provider or the Trace application itself, we follow a structured communication protocol: Initial Notification Issues are identified through automated monitoring alerts and/or user reports Once confirmed, we immediately notify the organisation's primary contacts via email Our helpdesk is updated with full incident details so they can provide consistent information to any users who call in Initial notification includes: nature of the issue, affected services, and estimated resolution timeframe Ongoing Updates Regular status updates are provided to primary contacts via email at defined intervals based on severity: Critical incidents: updates every 2-4 hours Major incidents: updates every 4-6 hours Minor issues: daily updates until resolved Our helpdesk receives real-time updates to ensure any incoming calls are handled with current information Updates include progress made, any changes to estimated resolution time, and next steps Resolution Communication Final notification sent to primary contacts once service is fully restored Post-incident summary provided including root cause and preventative S• Helpdesk updated to reflect resolution This approach ensures both proactive communication to key stakeholders and responsive support for end users who may be impacted.

Identity and authentication

• User authentication needed: Yes
• User authentication:
  • Multi-Factor Authentication (MFA)
  • Public key authentication (including by TLS client certificate)
  • Username or password
• Access restrictions in management interfaces and support channels: Privileged users are reviewed regularly by CTO and Tech Ops Manager. All users that leave the business are revoked immediately. When users are generate they are given access to areas that are relevant to their roles and responsibility. Privileged users are verified by security rules on our firewalls and AD policy.
• Access restriction testing frequency: Never
• Management access authentication:
  • Multi-Factor Authentication (MFA)
  • Public key authentication (including by TLS client certificate)
  • Username or password

Audit information for users

• Access to user activity audit information: Users contact the support team to get 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

Security governance

• Named board-level person responsible for service security: No
• Software Security Code of Practice: Yes
• Security governance certified: Yes
• Security governance standards: Other
• Other security governance standards: Cyber Essentials
• Information security policies and processes: Available on request

Operational security

• Configuration and change management standard: Supplier-defined controls
• Configuration and change management approach: Customers can log a call with helpdesk/account manager to raise a ticket. ~ Internally, it will be assessed by the Ops Director and the CISO to ensure that there are no or little security impact to the components related to the customer's services.
• Vulnerability management type: Undisclosed
• Vulnerability management approach: Available on request
• Protective monitoring type: Undisclosed
• Protective monitoring approach: There is currently no protective monitoring in place
• Incident management type: Undisclosed
• Post-quantum cryptography secure: No
• Incident management approach: Available on request

Secure development

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

Public sector networks

• Connection to public sector networks: No

Pricing

• Discount for educational organisations: No
• Free trial available: No

Discount percentage by annual call-off contract value (excluding VAT)

• Less than £250,000: 10%
• Between £250,000 and £500,000: 10%
• Between £500,001 and £1,000,000: 10%
• Between £1,000,001 and £2,500,000: 10%
• Between £2,500,001 and £5,000,000: 10%
• Over £5,000,001: 10%

Standards and certifications

• ISO/IEC 27001 certification: No
• ISO 28000:2022 certification: No
• ISO 9001 certification: No
• Quality management systems (QMS): No
• CSA STAR certification: No
• PCI certification: No
• Cyber essentials: Yes
• Cyber Essentials Certificate Number: 111565c0-419f-4945-bf8f-e03b70e91d02
• Cyber essentials plus: No
• Cyber Essentials Alternative: None of the criteria
• Other security certifications: No

Social value

• Mission: Kick start economic growth:

  To secure the highest sustained growth in the G7 - with good jobs and productivity growth in every part of the country making everyone, not just a few, better off.

  Policy Outcome 1: Fair work: That offers fair wages and good working conditions. Help people get a job, stay in work, and progress in their careers, with good employment opportunities across the country. Notes: Where there is a large proportion of labour costs in the contract, commercial teams should consider MAC in Outcome 1 as a priority

  • New or retained jobs on the contract workforce in the relevant area that meet the criteria set out in MAC 1b, 1c and 1d
  • Providing opportunities for, and measuring and monitoring of, staff workforce conditions over time, including employee engagement, involvement in decision-making and satisfaction and adapting to any changes in the results, with clear processes for acting on issues identified
  • Payment of more than the National Minimum Wage or National Living Wage (as appropriate) to the contract workforce
  • Understanding of in-work progression issues affecting the market, industry or sector relevant to the contract, and in the supplier’s own organisation and those of its key sub-contractors
  • Understanding of the modern slavery risks and issues affecting the market, industry, sector or country (of origin or of source) relevant to the contract, and the workforce in the supplier’s own organisation and those of its key subcontractors
  • Outline policies and practices to be applied to or put in place for the contract to mitigate and manage modern slavery risks, including: Pre-employment checks, recruitment practices. Workplace conditions, safeguarding plans and processes in place and regular monitoring with relevant groups considered, which may include sampling

  Policy Outcome 2: Skills for growth: Supporting growth sectors and addressing skills gaps.

  • Understanding of employment and relevant skills issues, and of the education and training issues relating to the contract. Illustrative examples: demographics, skills shortages, new opportunities in high growth sectors, geographic/local community and skills/employment challenges

  Policy Outcome 3: Resilient, innovative and flexible supply chains: Support economic growth through enabling resilient businesses, opportunities for small businesses and voluntary, community and social enterprises

  • Understanding of the types of businesses in the market and the level of participation by new businesses, entrepreneurs, start-ups, SMEs, VCSEs and mutuals
  • Measures to involve local stakeholders and/or users in design (e.g. in the design of services, systems, products or buildings)
• Mission: Make Britain a clean energy superpower:

  To cut bills, create jobs and deliver security with cheaper, zero-carbon electricity by 2030, accelerating to net zero

  Policy Outcome 4: Sustainable procurement practices: Reducing carbon footprints, minimising waste, and promoting the use of clean energy and green technologies.

  • Understanding of opportunities for additional environmental benefits delivery in the performance of the contract, including working towards net zero carbon emissions and use of clean energy and green technologies
  • Understanding of how to influence staff, suppliers, customers, communities and/or any other appropriate stakeholders through the delivery of the contract to support climate and nature protection and improvement
• Mission: Break down barriers to opportunity:

  By reforming our childcare and education systems, to make sure there is no class ceiling on the ambitions of young people in Britain

  Policy Outcome 6: Employment and training: For those who face barriers to employment

  • Understanding of employment and skills issues, and of the skills and employment shortages of high growth sectors relating to the contract
  • Understanding of the issues affecting the representation of disabled people in the workforce in the market, industry or sector relevant to the contract, and in the supplier’s own organisation and those of its key sub-contractors
  • Understanding of the issues affecting inequality in employment, skills and pay in the market, industry or sector relevant to the contract, and in the supplier’s own organisation and those of its key sub-contractors. Measures to tackle inequality in employment, skills and pay in the contract workforce

  Policy Outcome 7: Creating a pipeline of opportunities: For the contract workforce, reducing barriers to entry for under-represented groups.

  • Understanding of the issues affecting the development of new skills by target cohort
  • Understanding of issues relating to entering the contract workforce
• Mission: Build an NHS fit for the future:

  That is there when people need it; with fewer lives lost to the biggest killers; in a fairer Britain, where everyone lives well for longer.

  Policy Outcome 8: Increasing productivity through physical and mental wellbeing: In the supply chain and communities in the relevant area.

  • Understanding of issues relating to health and wellbeing, including physical and mental health, in the contract workforce

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 ryan.coleman@tracesolutions.co.uk. Tell them what format you need. It will help if you say what assistive technology you use.