Mercato Solutions

Web Portals

Mercato's configurable web portals allow organisations to configure and manage function rich web portals to provide information and guidance for internal and external customers.

Ideal for signposting and support guided experiences to navigate users to the right solution or information they need and digitally deliver outcomes efficiently

Features

• Online digital advisor and signposting
• Self-management of content and information via simple admin tools
• Easily connected into other systems for tracking and workflows
• Integrated process flows for alerts and management of tasks
• Create and customise user journeys, unlimited user states or roles.
• Find and configure individual requirements, packages or support
• Geo-location services to provide localised content and information
• Can be linked to payment gateways or digital wallets
• Build/ integrate guided advisors and CPQ tools into the portal
• Integrate as part of a marketplace or P2P solution

Benefits

• Help end users make informed decisions quickly
• Suitable for internal and external customers, compliant/ auditable processes
• Allow users to self-serve and engage online
• Reduce dependency on manual intervention
• Reduced costs due to errors and involvement of specialists
• Ideal for finding information as well as product/ services sourcing
• Allow users to build bundles of products/ services online
• Connect users with service providers using CPQ tools
• Identify trends and profile through analytics and dashboards
• Increased usability and adoption through native mobile apps

£500 to £5,000 a unit a month

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 jack.robbins@mercatosolutions.co.uk. Tell them what format you need. It will help if you say what assistive technology you use.

Framework

G-Cloud 13

Service ID

997163994357181

Contact

Jack Robbins
0121 605 2050
jack.robbins@mercatosolutions.co.uk

Service scope

• Software add-on or extension: No
• Cloud deployment model: Private cloud
• Service constraints: None
• System requirements: Internet Connectivity

User support

• Email or online ticketing support: Yes, at extra cost
• Support response times: 4 hours response during standard business hours is included Out of business hours is chargeable and level of response is dependant on the business requirements and prioritisation.
• 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: No
• Onsite support: No
• Support levels: Support levels and service levels are included in total service costs and dependent on severity and assigned priority levels. Full details can be found in the Service Definition Document.
• Support available to third parties: No

Onboarding and offboarding

• Getting started: Buyers who wish to use our POC applications work either with our implementation team or utilise the KnowledgeKube platform to build the application they need.; ; Requirements are gathered and agree before any work is carried out. This is done through workshops where key stakeholders and our implementation teams define the workflow and process
• Service documentation: Yes
• Documentation formats:
  • HTML
  • PDF
• End-of-contract data extraction: Data extracts can be provided in all main database formats as well as CSV and Excel
• End-of-contract process: When an organisation chooses to terminate the contract for an application, any data extract requirements, Mercato will endeavour to deliver these, where possible. There will be a cost for this service.

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: On mobile our CPQ functionality utilises the screen space available creating a more compact view of the advisor without the need to scroll across.
• 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: Our proof of concept application builder uses KnowledgeKube which provides a fully configurable extensibility layer via it's Application Gateway technology. Users can configure new API's, connect to external API's, copy and edit existing API's from within the KnowledgeKube tool
• API documentation: Yes
• API documentation formats:
  • Open API (also known as Swagger)
  • HTML
  • PDF
• API sandbox or test environment: Yes
• Customisation available: No

Scaling

• Independence of resources: Our Proof of Concept application builder is hosted in a Hybrid environment taking advantage of the Microsoft Elastic Cloud technology. As such almost infinite scale is provided for and delivered automatically by the use of devops monitoring and automatic scaling of customer resource in a predictive, demand-led hosting environment.

Analytics

• Service usage metrics: Yes
• Metrics types: Number of users using the service. Error reporting. Abandoned applications. Successful applications
• Reporting types:
  • API access
  • Real-time dashboards
  • 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
  • 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 every 6 months
• Penetration testing approach: ‘IT Health Check’ performed by a CHECK service provider
• Protecting data at rest:
  • Physical access control, complying with CSA CCM v3.0
  • Physical access control, complying with another 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: Users can export data into many formats; MySQL, Amazon DBs, Google Big Query, Excel, Google Spreadsheets and many more.
• Data export formats:
  • CSV
  • ODF
• Data import formats:
  • CSV
  • Other
• Other data import formats:
  • Sage
  • Salesforce
  • Dynamics
  • Sharepoint
  • Amazon DB
  • Google Spreadsheets
  • Force.com

Data-in-transit protection

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

Availability and resilience

• Guaranteed availability: Monthly Uptime Percentage <99.95% Service Credit 10% ; ; Monthly Uptime Percentage <99% Service Credit 20%
• Approach to resilience: Information available on request
• Outage reporting: User defined error message displayed if service unavailable.

Identity and authentication

• User authentication needed: Yes
• User authentication:
  • 2-factor authentication
  • Username or password
• Access restrictions in management interfaces and support channels: Restricted to authorised users only with complex Password policy in place, Passwords changed at regular defined periods in line with current policies and procedures, Formal starters and Leavers Process ensures correct level of access at start and removal at termination of employment. internal Audits ensure compliance
• Access restriction testing frequency: At least every 6 months
• Management access authentication:
  • 2-factor authentication
  • Username or password

Audit information for users

• Access to user activity audit information: Users receive audit information on a regular basis
• How long user audit data is stored for: User-defined
• Access to supplier activity audit information: Users receive audit information on a regular basis
• How long supplier audit data is stored for: User-defined
• How long system logs are stored for: Between 6 months and 12 months

Standards and certifications

• ISO/IEC 27001 certification: Yes
• Who accredited the ISO/IEC 27001: BSI
• ISO/IEC 27001 accreditation date: 12/02/2013 Last Revision Dated : 28/10/2016
• What the ISO/IEC 27001 doesn’t cover: All areas of the Business are In scope, no exclusions are present on the S.O.A
• ISO 28000:2007 certification: No
• CSA STAR certification: No
• PCI certification: Yes
• Who accredited the PCI DSS certification: WORLDPAY
• PCI DSS accreditation date: 18/10/16
• What the PCI DSS doesn’t cover: On-site Payment Card readers
• Cyber essentials: No
• 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: We have in operation an ISMS which is maintained by the Information Security Officer.; We are accredited to ISO/IEC 27001:2013 and are audited by a UKAS accredited body on an annual basis

Operational security

• Configuration and change management standard: Supplier-defined controls
• Configuration and change management approach: Change management is incorporated as part of our ISO/IEC 27001:2013 Accreditation.
• Vulnerability management type: Supplier-defined controls
• Vulnerability management approach: There is a strict patch management process in place, critical Patches are deployed within 24 hours of availability, a number of sources are used to determine potential threats, Enterprise level Antivirus controls are in place and maintained
• Protective monitoring type: Supplier-defined controls
• Protective monitoring approach: We use a number of monitoring software applications to supply real-time information that is displayed to the operations and Infrastructure & Security Teams. ; The response and timescale of the response is based on the severity of the information being provided
• Incident management type: Supplier-defined controls
• Incident management approach: There is a robust incident management policy in place and enforced as part of our ISO/IEC 27001:2013 accreditation; Incidents are reported on the corporate Intranet; The Information security Officer responds to any incidents reported in line with established control procedures

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

• Fighting climate change:

  Fighting climate change

  Fighting climate change - Effective stewardship of the environment; At Mercato, we continually review our practices and policies to ensure we are supporting environmental protection and improvement.; Our sister company offers IT disposal services through trusted third-party suppliers that operate in line with all current legislation, including the Data Protection Act, GDPR, the WEEE directive and more. Customers that wish to use this service are issued with a full Certificate of Environmental Disposal and a Certificate of Data Eradication if requested.; ; Across the business, in our office we have a programme to reuse or to re-cycle packaging. This process is a fundamental part of our business. Where re-use is not possible due to damage or other issues all package material is re-cycled.; We are very active in the Environmental performance arena. We measure our usage of power and have an active program in place to reduce power through a power control environment. This involves powering off PC and lights if the staff member is in meetings or lunch breaks etc.; We also have initiatives to recycle; battery recovery and re-cycle, waste paper and plastic re-cycling plus a very active program to minimise the use of paper in the office.; ; We pledge to use teleconference and video conference facilities where possible to reduce travel, and thus the carbon footprint, to a minimum for both our employees and also our customer base. ; ; We are currently launching an Electric Car scheme for all employees, to encourage the use of electric vehicles and having drastically reduced our Company Car Fleet to a minimum, we a have also amended our Car Allowance Policy to apply only to low emission vehicles.
• Tackling economic inequality:

  Tackling economic inequality

  Create new businesses, new jobs and new skills; We will continue to support and engage with contacts at local colleges, universities, Job Centres and recruitment agencies to retain and boost the number of applications from the local workforce. We also support hybrid working and so can be accessible for individuals throughout the country, with multiple current employees based around the UK. Our Birmingham based office is readily accessible in a central city location with multiple transport links nearby and is fully accessible for disabled individuals. ; Our career paths for employees show clear progression routes and we fully support this with access to Government Apprenticeship, internal training and mentoring, as well as relevant certifications and qualifications. With regular appraisals and reviews, any skills gaps or training needs are identified early and plans implemented to provide support and training. We currently use Teachable to support employees with their training needs and have recently launched the Docebo Learning Platform for employees to access training courses as and when needed.; Mercato Solutions is an accredited Real Wage Employer.
• Equal opportunity:

  Equal opportunity

  Equal Opportunity – Reduce the Disability Employment Gap; Mercato Solutions is proud to be an equal Opportunities Employer. This is clear on our job adverts and careers page. We have invested in Equality, Diversity and Inclusion training across the business for both Management and employees to ensure we have a supporting and welcoming culture and environment for all. ; Our Birmingham based office is readily accessible in a central city location with multiple transport links nearby and is fully accessible for disabled individuals. ; Equal Opportunity – Tackle Workforce Inequality; ; Regular performance reviews and appraisals are held with employees to provide the opportunity to discuss training requirements if needed or additional support that may be required. Training and progression is available to all employees irrespective of background, race, age, sex, disability etc.; Pay and benefits are reviewed twice a year and pay is actively monitored and reported on to ensure there are no pay gaps or inequalities.
• Wellbeing:

  Wellbeing

  Improving Health and Wellbeing; Mercato Solutions understand, especially in the past few years with the additional pressures caused by home-working as a result of the pandemic, that supporting health and wellbeing is key within our workforce. We give access to our Wellness Centre, hosted through our intranet, that gives advice and resources on:; • Finances and budgeting to ease stress that can be caused by financial worry; • Advice on eating in a healthy manner to support physical and mental wellness; • Resources on mindfulness, meditation and improving sleep to support mental wellbeing; • Discounts on local gyms; • Staff have access to the Gym facilities in our Office building, and classes such as Yoga ; • Physical exercises that can be done to improve fitness and ensure our primarily desk-based workforce are following appropriate DSE guidance; We ensure our workforce have access to trained physical and mental health first aiders - for any employees that may not be comfortable discussing issues with a colleague, we give all our employees access to the Bupa Healthy Minds scheme where confidential support can always be provided on a 24/7 basis.; Mercato Solutions have a specific Menopause Policy and look to educate our entire workforce of how this impacts individuals and those around them to remove any stigma around this issue and support individuals in living well through this period of their lives.; We support local charities each year and hold fundraising events for employees and their families throughout the year. We have also recently launched a new Volunteering Scheme which enables employees to take 2 days paid off each year to support a charity of their choice by volunteering to do charitable work in the community – popular activities include working at food banks and collecting clothes for the homeless in Birmingham.

Pricing

• Price: £500 to £5,000 a unit a month
• Discount for educational organisations: No
• Free trial available: No

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 jack.robbins@mercatosolutions.co.uk. Tell them what format you need. It will help if you say what assistive technology you use.