Northgate Public Services UK Limited

NPS Citizen Access - Benefits

Allows citizens to make an online claim for housing benefit and/or council tax reduction as well as report a change of circumstances that may affect their entitlement.

Features

  • Citizens can make online claim for housing benefit.
  • Citizens can report change of circumstances for housing benefit.
  • Public web site: high level check of eligibility.
  • Responsive public web site, re-sized dependent on device used.
  • Citizens provided with information detailing application made.
  • Authority can customise look and feel and questions.
  • Direct integration with NPS Revenues and Benefits system.
  • Extensive verification of information provided by citizen.
  • Optional risk based verification to decide level of proof required.
  • Upload of documents which can be loaded into Authority's EDRMS.

Benefits

  • Addresses "digital by default" by providing citizen self-serve.
  • Avoids citizen completing whole claim if not appropriate.
  • Ease of access by citizen regardless of device.
  • Operational savings for Authority by allowing citizen self-serve.
  • Quick turnaround time for benefits claim/change of circumstances.
  • Consistent look and feel with Authority's other services.

Pricing

£937.50 to £1500 per unit per month

Service documents

G-Cloud 11

127171606357645

Northgate Public Services UK Limited

Northgate Public Services Frameworks Team

08452 700353

frameworks@northgateps.com

Service scope

Service scope
Software add-on or extension No
Cloud deployment model Community cloud
Service constraints The service is available 24x7, except for planned and emergency maintenance and with 99.5% availability. We will provide at least 24 hours advance notice of any planned maintenance and schedule the work outside Normal Business Hours.
Where necessary, planned maintenance of NPS infrastructure shall take place between the hours of 17:30 and 09:00 (UK local time) on a Business Day and/or between the hours of 08:00 and 12:00 (UK local time) on a non-Business Day (for example, weekends and public holidays).
System requirements
  • Browser Based. Internet access via HTTPS over Virtual Private Network.
  • NPS will provide a URL link to NPS SaaS.
  • Access is through a browser supporting Internet Explorer 11.

User support

User support
Email or online ticketing support Email or online ticketing
Support response times Upon receiving a Support Request, but in any event within four working hours during Normal Business Hours, the Service Desk will prioritise the call in accordance with the Service Levels process set out in the NPS Citizens Access - Benefits SaaS Service Description.
User can manage status and priority of support tickets Yes
Online ticketing support accessibility WCAG 2.1 A
Phone support Yes
Phone support availability 9 to 5 (UK time), Monday to Friday
Web chat support No
Onsite support No
Support levels Service is available 24x7, except for planned and emergency maintenance. Support response is available 09:00 and 17:30 each Business Day. This is included in pricing. NPS SaaS typically achieves 99.5% availability.
A Client Services Manager will be allocated to manage the on-going relationship. Cloud support engineers are allocated as appropriate to resolve technical issues.
The NPS SaaS Administrator can log a call 24x7 online. Upon receiving a Support Request, but within 4 working hours during Normal Business Hours, the call will be prioritised:
P1 (Critical): service unavailable to Authorised Users.
P2 (Medium): important business function unavailable for Authorised Users.
P3 (Low): important business function affecting proportion of Authorised Users
P4: advice, or problems affecting 1 or 2 Authorised Users
The Service Desk will contact the NPS SaaS Administrator to try and resolve issues. Where this is not possible, the issue will be escalated to a technical team.
NPS will use reasonable commercial endeavours to provide identification and resolution, obviation and/or mitigation of operational bugs or errors reported by the client in NPS SaaS in accordance with the following estimated target timescales:
P1 - 4 working hours.
P2- 12 working hours.
P3 - 24 working hours.
P4 - 72 working hours.
Support available to third parties Yes

Onboarding and offboarding

Onboarding and offboarding
Getting started The process for onboarding will be:
• Client places order.
• NPS acknowledges receipt of order.
• Client completes NPS SaaS Registration Form and returns to NPS.
• NPS, at the appropriate time, issues a welcome pack to the client’s NPS SaaS Administrator together with access to NPS SaaS and electronic training materials.
• We will contact the NPS SaaS Administrator to plan specific onboarding activities including local data requirements and training schedule.
For new clients adopting the standard SaaS offering, the following onboarding services are provided:
• System Administrator access to your pre-configured environment.
• Access to an appropriate environment.
• Configuration services.
• Personalisation.
• Data services.
• Training services.
For new clients opting for the Private Cloud offering, the following onboarding services are provided:
• Configuration services.
• Personalisation.
• Data services.
• Training services.
As part of the onboarding process:
• Client’s NPS SaaS Administrator verifies access and defines initial parameter options.
• Client’s NPS SaaS Administrator sets up the authorised users and confirms list to NPS.
Service documentation Yes
Documentation formats
  • HTML
  • PDF
End-of-contract data extraction All data relating to the organisation, as well as any NPS SaaS data, will (unless agreed otherwise with you) be permanently deleted from the live NPS SaaS no less than ten working days from termination or expiry and in accordance with the legal requirement for data destruction.
Throughout the duration of the contract you can extract a variety of business data by use of the standard reporting suite within NPS SaaS.
However, if you would like to extract your data in a different manner outside of the standard reporting suite, then you must give us at least two months written notice prior to termination or expiry. We will then carry out a one day scoping study to agree the scope of the data to be extracted, together with the format. Following the one day scoping study we will provide a fixed price for the extraction of the data based on the SFIA rate card.
End-of-contract process All data relating to the organisation, as well as any NPS SaaS data, will (unless agreed otherwise with you) be permanently deleted from the live NPS SaaS no less than ten working days from termination or expiry and in accordance with the legal requirement for data destruction.
Throughout the duration of the contract you can extract a variety of business data by use of the standard reporting suite within NPS SaaS.
However, if you would like to extract your data in a different manner outside of the standard reporting suite, then you must give us at least two months written notice prior to termination or expiry. We will then carry out a one day scoping study to agree the scope of the data to be extracted, together with the format. Following the one day scoping study we will provide a fixed price for the extraction of the data based on the SFIA rate card.

Using the service

Using the service
Web browser interface Yes
Supported browsers
  • Internet Explorer 10
  • Internet Explorer 11
Application to install No
Designed for use on mobile devices No
API No
Customisation available Yes
Description of customisation Significant parts of the software application forming the core part of our service offering can be customised to suit the needs of the business. This is achieved in a variety of ways including the selection of a wide range of system parameters, customisation of fields/field labels and configuration of drop down lists and legislative change. Customisation of this nature can be undertaken by systems administrators.

Scaling

Scaling
Independence of resources The number of users is proportional to the size of the service. Each client instance is allocated its own computer resources (processing power, memory and storage) in accordance with the size of the organisation. This is sized to enable users to undertake normal operational activities without affecting other users.

Analytics

Analytics
Service usage metrics Yes
Metrics types Monthly service reports are provided and show metrics, such as service availability, number of calls raised, closed and outstanding, and time to resolution.
Reporting types Regular reports

Resellers

Resellers
Supplier type Not a reseller

Staff security

Staff security
Staff security clearance Conforms to BS7858:2012
Government security clearance Up to Security Clearance (SC)

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 Supplier-defined controls
Penetration testing frequency At least once a year
Penetration testing approach ‘IT Health Check’ performed by a CHECK service provider
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 Complying with a recognised standard, for example CSA CCM v.30, CAS (Sanitisation) or ISO/IEC 27001

Data importing and exporting

Data importing and exporting
Data export approach Clients can extract a variety of business data by use of the standard reporting suite within NPS SaaS.
Data export formats CSV
Data import formats CSV

Data-in-transit protection

Data-in-transit protection
Data protection between buyer and supplier networks
  • Private network or public sector network
  • TLS (version 1.2 or above)
  • IPsec or TLS VPN gateway
  • Legacy SSL and TLS (under version 1.2)
  • Other
Other protection between networks Private MPLS circuits or equivalent.
Data protection within supplier network
  • TLS (version 1.2 or above)
  • IPsec or TLS VPN gateway
  • Legacy SSL and TLS (under version 1.2)

Availability and resilience

Availability and resilience
Guaranteed availability The service is available 24x7, except for planned and emergency maintenance, with support response available between 09:00 and 17:30 each Business Day.
NPS SaaS is typically provided at 99.5% availability.
Approach to resilience NPS’ hosting platform is provisioned to be highly available, using virtual servers, redundant clustered hardware, database replication and SAN SnapMirror technology to ensure all data is protected and consistent across dual Data Centre's. NPS has dual datacentres in two separate geographical locations, so if one datacentre is affected we can failover to our secondary datacentre. In addition to SAN and database replication we run a resilient backup service based HP Data Protector.
The solution includes de-duplication technology to normalise and minimise the amount of data transferred to tape. Multiple tape libraries are operated on a resilient segregated and secure VLAN. This provides backup / recovery flexibility, scalability, security and performance, supporting high levels of systems availability. HP Data Protector will be configured to complete daily incremental backups and full weekly backups of all hosted data.
Outage reporting Outages will be treated as a Major Incident (MI) and managed by the ISO20000-certified process. A named user will receive an email and an SMS message notifying them of the status of the MI until resolution. The incident will also be logged on the Service Desk system where the status is also visible to the user.

Identity and authentication

Identity and authentication
User authentication needed Yes
User authentication
  • Limited access network (for example PSN)
  • Dedicated link (for example VPN)
  • Username or password
Access restrictions in management interfaces and support channels We have a Secure Managed Environment which we use to manage all Secure Plus services. This environment has been independently accredited by a CESG-approved accreditor and is completely separated from the Service environment.
Support staff access this environment through devices that have been hardened and locked down according to CESG guidance. Support staff have additional security clearance to SC MOD/NPPV Level 3.
Access restriction testing frequency At least once a year
Management access authentication
  • 2-factor authentication
  • Dedicated link (for example VPN)
  • Username or password

Audit information for users

Audit information for users
Access to user activity audit information Users have access to real-time audit information
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 At least 12 months

Standards and certifications

Standards and certifications
ISO/IEC 27001 certification Yes
Who accredited the ISO/IEC 27001 BSI
ISO/IEC 27001 accreditation date 28/03/2018; valid until June 2021. Certificate IS 598449.
What the ISO/IEC 27001 doesn’t cover The NPS Information Security Management System (ISMS) is registered to ISO 27001 and therefore audited by BSI at least annually. All NPS staff are required to comply with the ISMS.
ISO 28000:2007 certification No
CSA STAR certification No
PCI certification No
Other security certifications No

Security governance

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 All of our services and processes are carried out in compliance with our ISO27001:2013 certified Information Security Management System (ISMS). The ISMS is supported by a comprehensive set of standards and policies. All staff undertake mandatory annual security and data protection awareness training to ensure they are familiar at all times of the importance of operating in a secure manner and of the policies in place.
The NPS Senior Information Risk Owner (SIRO) operates at board level and has overall responsibility and accountability for all aspect of security governance. The SIRO is supported by an Information Security Steering Group (ISSG) which is headed by the Security Manager and has representatives from all areas within the organisation. The ISSG is responsible for agreeing policies with the SIRO and ensuring they are implemented across the business.
An operational Security Working Group (SWG) is responsible for managing any incidents that may occur and in an advisory capacity to provide advice and guidance to the organisation.

Operational security

Operational security
Configuration and change management standard Conforms to a recognised standard, for example CSA CCM v3.0 or SSAE-16 / ISAE 3402
Configuration and change management approach We have an ISO20000 certified service management system. The components of the service are created as Configuration Items and added to our Configuration Management Database when the Change Request has been completed. As part of the Change Management Process, when future Changes affect the components our CMDB is updated accordingly throughout the lifetime, up to and including decommissioning and disposal.
We hold a weekly Technical Change Advisory Board, which is attended by at least one member of the Security Team, who will assess any security implications.
Vulnerability management type Supplier-defined controls
Vulnerability management approach We have Symantec Endpoint Protection anti-virus software installed which assesses potential threats to our services. We deploy patches to our services in a timely manner. Critical security patches are applied as soon as possible, and all other patching is done on a quarterly cycle. Our Security Team has signed up to various security alert subscriptions, alerting us to potential threats that may affect our services.
Protective monitoring type Supplier-defined controls
Protective monitoring approach We use the protective monitoring tool LogRhythm to identify potential compromises. We have a team of Security Administrators who regularly review the audit logs and take relevant action.
When a potential compromise has been identified, it is reviewed by the Security Team and an investigation is carried out. This may result in a Major Incident or a Service Change being raised, and these are managed in accordance with the relevant process.
Speed of incident response is dependent on the severity, any critical incidents are prioritised and an emergency remedial plan will be put in place.
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 Incident Management is part of our ISO20000 certified Service Management system.
All incidents are handled within the same process. Users report incidents through the Service Desk, and a Security Incident document is then raised. This is reviewed by the Security Team and is managed in accordance with the Incident Management Process.
At regular times Incident Reports are provided to the user, and once the Incident is closed a full report is produced which is used to identify any lessons learnt.

Secure development

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

Public sector networks

Public sector networks
Connection to public sector networks Yes
Connected networks Public Services Network (PSN)

Pricing

Pricing
Price £937.50 to £1500 per unit per month
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 pdf document: Modern Slavery statement
Service documents
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