Iken Business Limited

Iken Case Management

A configurable, scalable central platform supporting public sector professionals to manage complex and diverse workloads. Combining document and email management with integrated time recording and workflow technology ensures that key information is available on demand, allowing teams to collaborate on work whilst responding to increasing customer demands.


  • Document and email management with automatic indexing
  • Contact management with document pre-population
  • Integration with both Microsoft Office 365 and Google G-Suite
  • Integrated real-time and retrospective time recording
  • Management reporting with multiple search parameters
  • Customisable data fields and picklists
  • Integrated document template production and management
  • Document previewing pane for quick, effective browsing through multiple documents
  • Diary and key date management
  • Process mapping through integrated workflow


  • Effectively manage file access to protect sensitive data
  • Ease of access to knowledge and information
  • Supports and promotes secure, collaborative, and remote working
  • Intuitive, accessible user interface
  • Effective time management for individuals, teams, and departments
  • Save time through automating routine tasks
  • Reduce infrastructure costs; improve visibility of true cost of ownership
  • Work productively from anywhere with an internet connection
  • Management overview of workload, priorities, and risk
  • Continually benefit from regular and automatic feature updates


£54 to £93 a user a month

Service documents

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 swanless@iken.co.uk. Tell them what format you need. It will help if you say what assistive technology you use.


G-Cloud 12

Service ID

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Iken Business Limited Stephen Wanless
Telephone: 08448 933 910
Email: swanless@iken.co.uk

Service scope

Software add-on or extension
Cloud deployment model
Public cloud
Service constraints
System requirements
  • For Microsoft Office 365 users, a plan that includes:
  • Exchange online
  • SharePoint online
  • The online (web app) versions of Outlook, Word and Excel
  • For Google Gsuite users:
  • A Google Gsuite Business or Enterprise plan
  • Further details available in the Service Description

User support

Email or online ticketing support
Email or online ticketing
Support response times
Our SLAs are described below.
User can manage status and priority of support tickets
Online ticketing support accessibility
WCAG 2.1 AA or EN 301 549
Phone support
Phone support availability
9 to 5 (UK time), Monday to Friday
Web chat support
Web chat
Web chat support availability
9 to 5 (UK time), Monday to Friday
Web chat support accessibility standard
WCAG 2.1 AA or EN 301 549
Web chat accessibility testing
Onsite support
Yes, at extra cost
Support levels
For technical incidents, the maximum time we'll take to provide a response is 1 business hour in 98% of CRITICAL cases, 3 business hours in 98% of URGENT cases and 24 business hours in 95% of STANDARD cases.

The cost of the support service is included in the subscription fee.

Support is provided and managed by our dedicated support helpdesk.
Support available to third parties

Onboarding and offboarding

Getting started
All users would receive basic training and on-boarding support. This would consist of half a day of online classroom training on the Iken system with a remote trainer, followed by approx 1 hour of at desk support from a remote Iken trainer during the first few days of system go live.
Service documentation
Documentation formats
  • PDF
  • Other
Other documentation formats
  • Word
  • Excel
End-of-contract data extraction
The users' documents reside in their own SharePoint Online/Google environment, so will not require extraction from the application. The users' metadata within their hosted database will be extracted and provided to them in a standard data format (e.g. CSV).
End-of-contract process
The first step in the offboarding process is an agreed timescale between Iken Business Ltd and the client to initiate and complete the associated activities. This includes extracting the client’s data and shutting down their database once the client is in a position to cease their use of the service.

Using the service

Web browser interface
Supported browsers
  • Microsoft Edge
  • Chrome
Application to install
Designed for use on mobile devices
Differences between the mobile and desktop service
In terms of functionality - none. The display may look different due to the responsive nature of the layout and the differing screen sizes and resolutions.
Service interface
Description of service interface
Web-based portal
Accessibility standards
WCAG 2.1 AA or EN 301 549
Accessibility testing
We carry out regular accessibility testing as part of the ongoing development process for the product. In addition, we also use an external body to carry out an accessibility audit of the product to ensure that the application meets the requisite AA standards.
Customisation available
Description of customisation
The service can be configured in various ways, including data categories and document templates.


Independence of resources
The application is hosted in a PaaS environment that utilises auto-scaling and high availability capability. The environment is proactively monitored 24x7x365 with a team of engineers ready to react to any issue and, if required, increase platform resources to optimise performance.


Service usage metrics


Supplier type
Not a reseller

Staff security

Staff security clearance
Staff screening not performed
Government security clearance
Up to Baseline Personnel Security Standard (BPSS)

Asset protection

Knowledge of data storage and processing locations
Data storage and processing locations
  • United Kingdom
  • European Economic Area (EEA)
  • EU-US Privacy Shield agreement locations
User control over data storage and processing locations
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
Physical access control, complying with another standard
Data sanitisation process
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
We will assist users in exporting their data should they have a requirement to do this, and will look to develop self-serve functionality in future developments.
Data export formats
Data import formats

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

Guaranteed availability
99.5% during normal business hours, except for planned maintenance with an agreed period of advance notice and/or emergency maintenance. Planned and unscheduled maintenance will, however, be carried out outside of business hours wherever possible.
Approach to resilience
We have an application gateway to load balance between multiple back end servers and provide a highly available platform. All new releases follow our testing policies prior to deployment.
Outage reporting
Via the Iken support desk portal

Identity and authentication

User authentication needed
User authentication
  • 2-factor authentication
  • Username or password
Access restrictions in management interfaces and support channels
There is an internal configurable system of roles, which are assigned to users, and tasks, which are assigned to roles that describe what each role can do. Depending on the configuration, the interface dynamically grants access to management interfaces, etc.
Access restriction testing frequency
At least once a year
Management access authentication
  • 2-factor authentication
  • 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
No audit information available
How long system logs are stored for
At least 12 months

Standards and certifications

ISO/IEC 27001 certification
Who accredited the ISO/IEC 27001
Accredited by UCAS/Certified by SNR
ISO/IEC 27001 accreditation date
What the ISO/IEC 27001 doesn’t cover
All aspects of the service provided, and our company's business activities, are covered by our certification.
ISO 28000:2007 certification
CSA STAR certification
PCI certification
Other security certifications

Security governance

Named board-level person responsible for service security
Security governance certified
Security governance standards
  • ISO/IEC 27001
  • Other
Other security governance standards
Cyber Essentials Certified
Information security policies and processes
Comply with ISO27001:2013, certified in Cyber Essentials and conduct all business operations in line with our information security management system.

Operational security

Configuration and change management standard
Supplier-defined controls
Configuration and change management approach
We follow the configuration and change management processes set out in our ISO27001 certified information security management system. In line with ISO27001, the Change Control Board, which includes the major stakeholders including technical, development, support staff and customer account management, helps to evaluate the security implication and additional risk and impact of any changes requested.
Vulnerability management type
Supplier-defined controls
Vulnerability management approach
We follow the vulnerability management processes set out in our ISO27001 certified information security management system. Penetration Tests are performed annually or whenever significant software or infrastructure changes are completed, and Azure Security Center is used to live monitor the service. Any remedial action is prioritised and expedited. Patching is performed in line with vendor recommendation and best practice.
Protective monitoring type
Supplier-defined controls
Protective monitoring approach
We follow the protective monitoring processes set out in our ISO27001 certified information security management system. The environment is actively monitored and logging enabled to identify any potential compromise. This would be treated as a high severity incident and would receive immediate attention. On discovery, the incident would go through our Incident Management Process and would be reported through to the Information Security Management Forum, which oversees security issues, for review and potential further action.
Incident management type
Supplier-defined controls
Incident management approach
We follow the incident management processes set out in our ISO27001 certified information security management system. This Incident Management process follows ITIL best practice, to ensure incidents are identified, prioritised and receive expert diagnosis to facilitate resolution though to recovery and closure. The process is managed by our service desk who will help coordinate activity and communication the customers. Customers can view incident progress on the service portal, and in the event of a major incident, MIRs will be shared if requested.

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


£54 to £93 a user a month
Discount for educational organisations
Free trial available

Service documents

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 swanless@iken.co.uk. Tell them what format you need. It will help if you say what assistive technology you use.