Telefonica UK Limited

Queue Management powered by Qudini from O2

The Qudini Appointment Booking Software, Event Management Solution and Queuing System enables organisations to manage queues, schedule appointments and manage their staff and operations to increase accessibility, improve customer experience, operational efficiency, save time and reduce costs.

Features

  • Queue Management System
  • Appointment Booking Software
  • Event Management Software
  • Follow-Up SMS & Email
  • Full API integration with existing technologies
  • Works on any hardware
  • Flexible & easy to set-up and centrally manage
  • Use solutions alongside each other or independently
  • Robust & Secure with ISO27001 accreditation
  • Manage staff activities, performance & breaks

Benefits

  • Improve service accessibility and serve more customers
  • Improve customer experience and reduce complaints
  • Reduce waiting room crowding and maximise use of space
  • Improve efficiency and reduce operational costs
  • Use date to drive transformation

Pricing

£60.00 a device a month

  • Education pricing available

Service documents

Framework

G-Cloud 12

Service ID

1 0 7 5 3 3 9 9 9 7 4 2 9 6 3

Contact

Telefonica UK Limited Neil Cruden
Telephone: 07872015506
Email: g-cloud_framework@o2.com

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
Other Services Extension
Cloud deployment model
Public cloud
Service constraints
No constraints, Qudini is compatible with all types of hardware.
System requirements
Any internet browser

User support

Email or online ticketing support
Email or online ticketing
Support response times
Priority 1 (Critical) - within 1 hour
Priority 2 (Urgent) - within 4 hours
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
Yes, at extra cost
Support levels
All support offers are included in our main software subscription fees.
To provide high availability: We guarantee a Service Level uptime of 99.95%.
We offer telephone support Monday-Friday 9:30 - 6pm.
Our technical support team also support critical and urgent issues during the weekend, ensuring that all customers have access to the system.
Support available to third parties
Yes

Onboarding and offboarding

Getting started
Qudini offers a unique training programme for each system implementation, reflecting the customer/visitor/patient journeys that Qudini is to support and the unique system configuration that will enable this.
We create written training materials supported with professional graphics, taking each user through the system interface and system functions relevant to their own role.
We provide on-site training, in a classroom style or directly in the face-to-face service environment, working through real customer/visitor/patient scenarios.
For cost and time efficiencies we advocate a ‘train the trainer’ model, where Qudini provides a short training programme, supported by literature, to your supervisory, management and professional development colleagues.
This knowledge and skill can then be disseminated to all relevant colleagues on a timetable to suit you and using your own internal resources.
Service documentation
Yes
Documentation formats
PDF
End-of-contract data extraction
Users can extract their data at the end of their contract through communication with our technical team, as long as their request complies with the contemporary data protection acts.
End-of-contract process
At the end of the contract we will simply turn off your access to use the Qudini Queue management system and provide you with up to 60 days notice to request any of your data that you require. After this period we reserve the right to delete your data.

Using the service

Web browser interface
Yes
Supported browsers
  • Internet Explorer 9
  • Internet Explorer 10
  • Internet Explorer 11
  • Firefox
  • Safari 9+
Application to install
No
Designed for use on mobile devices
Yes
Differences between the mobile and desktop service
The Qudini mobile and desktop services are designed to be as similar as possible.
Service interface
No
API
Yes
What users can and can't do using the API
Whilst Qudini can easily be deployed as a stand-alone system, it is also an open platform that is easy to integrate with any other systems (using our available APIs, SDKS and widgets). These are accessible through our project team.
APIs enable integration with platforms including (but not limited to):
Websites
Mobile apps
CRM
Calendar
Business Intelligence
Workforce Management
Order Management Systems
Digital Signage
Self-service kiosk displays
API documentation
Yes
API documentation formats
PDF
API sandbox or test environment
No
Customisation available
Yes
Description of customisation
Organisations using Qudini can easily customise all our customer facing interfaces with their logo and brand colours and text wording, including our:
Staff interfaces
Self-Service check-in kiosk
Online Appointment booking interface
Online Event booking interface
Join the queue on mobile
Customer email communications
SMS message content
Queue position tracker weblink
Printed paper tickets
Digital signage TV displays
Follow-up messages
Our staff facing tablet and mobile app can also be customised with your brand colours and logo

Scaling

Independence of resources
Independence of resources
To ensure consistent service availability and performance for all our clients we use a number of automated monitoring services to consistently and instantaneously detect any errors and performance issues. The majority of issues are resolved before the errors are even noticed.
Failure occurrences are further minimised through our Virtual Server Platforms use of auto-scaling and auto-replication. Qudini data is automatically replicated in several locations, so that in the event of failure, a complete region outage or excessively high-usage a new server is automatically reloaded without your users even noticing.

Analytics

Service usage metrics
Yes
Metrics types
Customers added to queue
Appointment/event bookings made
Online appointment/event booking interface traffic
Appointment/Event bookings served
Appointment No Shows and Cancellations
SMS messages sent
Customer engagement
Peak periods/times of day,
Arrival times
Service length times
Product/service interest
Outcomes of conversations
Reasons for the outcome
Customer language chosen
Customer check-in method: kiosk, staff, phone
Staff availability and time serving
Staff breaks and break reasons
Loyalty/repeat visits
Follow-ups made
Customer demographics
Reporting types
  • API access
  • Real-time dashboards
  • Regular reports
  • Reports on request

Resellers

Supplier type
Reseller (no extras)
Organisation whose services are being resold
Qudini

Staff security

Staff security clearance
Other security clearance
Government security clearance
Up to Security Clearance (SC)

Asset protection

Knowledge of data storage and processing locations
Yes
Data storage and processing locations
  • United Kingdom
  • European Economic Area (EEA)
  • EU-US Privacy Shield agreement locations
  • Other locations
User control over data storage and processing locations
No
Datacentre security standards
Complies with a recognised standard (for example CSA CCM version 3.0)
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
Other
Other data at rest protection approach
Tbc
Data sanitisation process
Yes
Data sanitisation type
Deleted data can’t be directly accessed
Equipment disposal approach
In-house destruction process

Data importing and exporting

Data export approach
Users can export their data as follows:
Venue level data of the current queue/upcoming appointments/event customers: Through a button within the Qudini platform, exporting the customers into a PDF format Raw data can also be emailed in an encrypted and password protected Excel spreadsheet on a daily/week/monthly basis. Custom data exports can also be requested through our technical team
Data export formats
  • CSV
  • Other
Other data export formats
Excel spreadsheets
Data import formats
  • CSV
  • Other
Other data import formats
  • TSV
  • Excel spreadsheets

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)
  • IPsec or TLS VPN gateway

Availability and resilience

Guaranteed availability
We offer to ensure at least a 99.5% uptime during Service Available Hours each calendar month in respect of each calendar month during which the Qudini Services uptime Service Available Hours is less than the SLA Target, Client shall earn service credits which shall be calculated as follows: (Uptime Service Level Target - Uptime Service Level) x the monthly Subscription Fees (pro-rated where applicable) Qudini shall deduct an amount equal to the service credits due to Client here-under from amounts invoiced in respect of the Qudini Subscription Fees for the Qudini Services. Up to such time as the service credits are exhausted, all remaining service credits shall be deducted from each invoice issued following the reporting of the relevant failure to meet the uptime SLA Target.
Approach to resilience
Additional information can be made available upon request.
Outage reporting
-A public dashboard
-Email alerts

Identity and authentication

User authentication needed
Yes
User authentication
Username or password
Access restrictions in management interfaces and support channels
Access to Qudini server infrastructure (Amazon AWS) is protected by per-user access accounts that require 2-factor authentication. Access to individual servers for production and test environments require key based authentication and are restricted on a need to know basis. Access to the Qudini platform and support platform requires a username and password with a certain standard of password.
Access restriction testing frequency
At least once a year
Management access authentication
  • Identity federation with existing provider (for example Google Apps)
  • 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

Standards and certifications

ISO/IEC 27001 certification
Yes
Who accredited the ISO/IEC 27001
BSI
ISO/IEC 27001 accreditation date
09/04/2018
What the ISO/IEC 27001 doesn’t cover
All relevant applicable areas covered.
ISO 28000:2007 certification
No
CSA STAR certification
No
PCI certification
No
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
The CTO is responsible for ensuring compliance to all information security policies. All employees are trained on the information security needs of the company and strict disciplinary processes are used where employees are negligent of our policies. Our information security policy is available on request.

Operational security

Configuration and change management standard
Supplier-defined controls
Configuration and change management approach
Changes required are assessed in terms of potential impact to our customers and discussed as to the best plan of action.
The components of our platform are tracked through their lifetime via an internal Wiki platform and our JIRA issue tracking software.
We have an internal Change Management Policy that ensures changes are done in a controlled and audited fashion, with changes being thoroughly tested before being put into production environments.
Vulnerability management type
Supplier-defined controls
Vulnerability management approach
We take data and information security very seriously, and the whole architecture of the Qudini system is security hardened. A wide variety of regular security scans and vulnerability monitoring processes are used to ensure maximum security, some of these include: Firewall protection and use of version controlled configuration management Intrusion detection monitored through centralised log management and using automated alerts to detect suspicious activity Automated vulnerability scanning Server and production environment access control, using both 2 factor authentication and key based authentication on a need-to-know basis only Automatic and manual System monitoring using New Relics monitoring services.
Protective monitoring type
Supplier-defined controls
Protective monitoring approach
All Qudini servers are monitored for errors and performance at both a system and application level through New Relic’s monitoring service, in addition to automated reporting this is regularly checked manually for issues. Automated Vulnerability scanning is carried out monthly on Qudini production servers to ensure they are protected from the latest exploits. Vulnerabilities discovered are patched as quickly as possible in accordance with our Information Security policy.
Incident management type
Supplier-defined controls
Incident management approach
Additional information can be made available upon request.

Secure development

Approach to secure software development best practice
Supplier-defined process

Public sector networks

Connection to public sector networks
No

Pricing

Price
£60.00 a device a month
Discount for educational organisations
Yes
Free trial available
No

Service documents