FOI for Councils

FOI for Councils is a user-needs focused solution to streamlining authorities’ FOI workflows, and reducing request volumes. We can work with you to develop an end-to-end case management approach using open source software developed for and within government.


  • A simple interface for customers, reducing customer support time
  • Options for case management integration including end-to-end service
  • Suggestion system redirects citizens to existing material before requesting


  • Redirects citizens to existing material before making a request
  • Requests get sent straight through to your case management system
  • Built to meet the GDS Standard, including WCAG AA accessibility


£5250 per instance per year

Service documents

G-Cloud 11



David Eaton

07535 166280

Service scope

Service scope
Software add-on or extension Yes, but can also be used as a standalone service
What software services is the service an extension to It integrates out of the box with the Infreemation FOI case management system, but can be extended to work with other systems, including the open source correspondence tool created by the Ministry of Justice, for an end-to-end open source service.
Cloud deployment model Public cloud
Service constraints None
System requirements None

User support

User support
Email or online ticketing support Email or online ticketing
Support response times Within normal working hours our official response rate for critical issues is 4 hours
User can manage status and priority of support tickets No
Phone support No
Web chat support No
Onsite support Yes, at extra cost
Support levels We offer a single support level as defined in our SLA. Critical: requests for errors resulting in non-availability of the service, e.g. the URL returns an HTTP error code 500. Resolution within three days. Non-Critical: minor bugs that do not substantially affect the service, or minor feature/content adjustment requests. Resolution within five days.
Support available to third parties Yes

Onboarding and offboarding

Onboarding and offboarding
Getting started We will contact you to make sure we have a full understanding of your needs, and tailor our approach to your requirements, with appropriate user documentation and training.
Service documentation Yes
Documentation formats HTML
End-of-contract data extraction At the termination of the agreement the customer may choose to issue a transfer request which grants the customer sufficient data and rights to operate the service themselves or with a third party. This will be provided in the most appropriate format for ongoing usage.
End-of-contract process Either party can terminate service by giving notice to the other that service will cease at the end of the day before an anniversary of the agreement start date. Any notice must be given no less than six (6) weeks before an anniversary of the agreement start date. At the termination of the agreement the customer may choose to issue a transfer request which grants the customer sufficient data and rights to operate the service themselves or with a third party.

Using the service

Using the service
Web browser interface Yes
Supported browsers
  • Internet Explorer 11
  • Microsoft Edge
  • Firefox
  • Chrome
  • Safari 9+
  • Opera
Application to install No
Designed for use on mobile devices Yes
Differences between the mobile and desktop service The service is fully responsive thus apart from layout there are no differences in functionality.
Customisation available Yes
Description of customisation Buyers can customise the look and feel of our service to meet their brand guidelines.


Independence of resources Monitoring is in place to ensure that if there is any abnormal load or behaviour on any account a range of measures can be implemented to ensure service levels. These include but are not limited to the ability to rate limit, block or ban traffic sources.


Service usage metrics Yes
Metrics types We provide metrics on service usage, and analytics on which suggestions from the disclosure log or curated suggestions are most effective in preventing unnecessary requests.
Reporting types API access


Supplier type Not a reseller

Staff security

Staff security
Staff security clearance Staff screening not performed
Government security clearance None

Asset protection

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 Yes
Datacentre security standards Managed by a third party
Penetration testing frequency Less than once a year
Penetration testing approach In-house
Protecting data at rest Physical access control, complying with another standard
Data sanitisation process Yes
Data sanitisation type Explicit overwriting of storage before reallocation
Equipment disposal approach A third-party destruction service

Data importing and exporting

Data importing and exporting
Data export approach Export of analytics data to CSV is supported.
Data export formats CSV
Data import formats CSV

Data-in-transit protection

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

Availability and resilience
Guaranteed availability Our service levels etc are available under the 'Service Level Agreement' heading of the Terms & Conditions document attached.
Approach to resilience We use Bytemark's national network which is built with resilience in mind. Through careful design and planning, they've created a network that is intended to handle much more traffic than we are ever likely to see in normal conditions. The core and data centre networks benefit form 10Gbps of connectivity and are designed to transparently tolerate the failure of any link or piece of equipment. More detail is available on request.
Outage reporting Service outages are reported via email.

Identity and authentication

Identity and authentication
User authentication needed No
Access restrictions in management interfaces and support channels Identity federation with existing provider
Access restriction testing frequency At least once a year
Management access authentication Identity federation with existing provider (for example Google Apps)

Audit information for users

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 Between 1 month and 6 months
Access to supplier activity audit information Users contact the support team to get audit information
How long supplier audit data is stored for User-defined
How long system logs are stored for Between 1 month and 6 months

Standards and certifications

Standards and certifications
ISO/IEC 27001 certification No
ISO 28000:2007 certification No
CSA STAR certification No
PCI certification No
Other security certifications Yes
Any other security certifications Cyber Essentials

Security governance

Security governance
Named board-level person responsible for service security Yes
Security governance certified No
Security governance approach Information is key to mySociety's continuing business. The management of it is the responsibility of all users of the systems which mySociety provide. All information must only be used for its intended and stated purpose. Information must be protected from its creation, during its useful life, and through its authorised disposal. All information should be maintained in a secure and reliable manner. Compliance with applicable legislation is paramount, and all information must be processed, maintained and disposed of in accordance with the laws relevant to the jurisdiction.
Information security policies and processes Password Security
Minimum password complexity ensures that brute-forcing is sufficiently difficult that it is mitigated by other practices
System Patching
All mySociety servers and the packages on them are regularly and routinely patched to minimise the potential for vulnerabilities
Access Control Model
mySociety maintains a least-permissive access control model to reduce potential cross-contamination of access in the event of a security compromise. Where appropriate, processes are jailed
Off-Site Backups
mySociety employs both on-line, near-line and off-site backup solutions. All data is encrypted using GnuPG (key) encryption, and data verification can take place before restoration to ensure there has been no data tampering
Secure access to servers
Privileged credentials are only transmitted to mySociety servers via encrypted protocols (HTTPS or SSH). Credentials are only exchanged in person or out-of-band with manual integrity checking
Physical Security
mySociety servers are hosted by Bytemark within two data centres in Manchester. The data centres employs CCTV, 24 hour security and biometric sensors, and their operator is certified to ISO27001:2005.
Host Based Firewalling
Every mySociety server runs a host based firewall to restrict inbound and outbound access of traffic

Operational security

Operational security
Configuration and change management standard Supplier-defined controls
Configuration and change management approach We operate automated configuration management of our systems using Puppet. This ensures that all our systems are kept in a consistent state. The configuration is kept in version control. Configuration and code changes are subject to peer-review via pull requests and reviews against our git repositories.
Vulnerability management type Supplier-defined controls
Vulnerability management approach For core system software we run daily checks for security updates and apply them.
Protective monitoring type Supplier-defined controls
Protective monitoring approach We check daily for security patches/updates and apply these. We also monitor our SSL certificates and have a partly automated system for renewals (transitioning to full automation in due course).
Incident management type Supplier-defined controls
Incident management approach We record logs for major incidents to capture actions and details and then raise appropriate issue tickets once root cause is established or to implement changes based on lessons learned. Users can report issues via email support or raising tickets and we provide incident reports via our blog.

Secure development

Secure development
Approach to secure software development best practice Supplier-defined process

Public sector networks

Public sector networks
Connection to public sector networks No


Price £5250 per instance per year
Discount for educational organisations No
Free trial available No

Service documents

pdf document: Pricing document pdf document: Skills Framework for the Information Age rate card pdf document: Service definition document pdf document: Terms and conditions
Service documents
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