HTK Limited

HTK Horizon - Multi-channel Citizen Engagement Platform

Platform and services for highly personalised citizen engagement across web, email, SMS, mobile applications and interactive voice response (IVR)

Features

  • Extensive tools for data management and segmentation
  • Multi-channel campaign management tools
  • Suports shared use by multiple departments
  • Comprehensive API and a range of packaged integrations
  • Real-time event processing for 'triggered' citizen communication
  • Integrates with WiFi and mobile applications using Bluetooth Beacons
  • At-a-glance insight, with built-in reports and data analysis
  • 24 x 7 x 365 operational support option
  • Extensive on-line knowledge base and support
  • Personalised and secure citizen engagement web portals

Benefits

  • Simple integration with multiple data sources [internal and IoT]
  • Fast implementation and rapid return on investment
  • Manage all of your automated citizen communications in one place
  • Easily design and deploy multi-channel engagement campaigns
  • Works with your existing website and mobile applications
  • Create seamless 'customer journeys' across all touch-points
  • An 'overlay platform', so no need to 'rip and replace'
  • Ideal for 'proof of concept' development and rapid pilot schemes
  • Proven in the private sector for 'citizen engagement'
  • Encourage & incentivise adoption of change to digital interactions

Pricing

£2000 per licence per month

Service documents

Framework

G-Cloud 11

Service ID

1 3 6 8 6 9 1 3 8 4 1 2 9 2 7

Contact

HTK Limited

Marlon Bowser

+44 (0) 870 600 2311

sales@htk.co.uk

Service scope

Service scope
Software add-on or extension No
Cloud deployment model Private cloud
Service constraints HTK Horizon is continually evolving and adding new services. Updates are deployed monthly with minimum disruption to service, however the end customer may notice changes to service features as the platform develops.
System requirements Access to public internet.

User support

User support
Email or online ticketing support Email or online ticketing
Support response times Average response time is 2 hours. Standard support is only available 5 days a week 9am to 5pm UK time. However additional support packages are available to cover weekends at extra cost.
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 Standard Monday to Friday, 9am to 5pm.
Excludes UK bank holidays
Enhanced Monday to Friday, 8am to 6pm.
Saturday, Sunday and UK bank holidays, 8am to 6pm
Mission Critical 24 x 7 x 365
Standard = £0 [Assuming purchase of Horizon Enterprise Licence. Also note HTK reserves right to charge for this service if the customer requires support for a number of different contact locations] Enhanced = 15% of total contract value - minimum £100
Mission Critical = 30% of total contract value - minimum £500

Dedicated client services technical support can be made available.
Support available to third parties Yes

Onboarding and offboarding

Onboarding and offboarding
Getting started Depending on the service level and value of the contract being delivered HTK provides a range of services including - online help and training guides built into the Horizon user interface, onsite training and consultancy via the HTK Client Services team.
Service documentation Yes
Documentation formats
  • HTML
  • PDF
  • Other
Other documentation formats Video user guides
End-of-contract data extraction Users can either use the Horizon standard export function to extract their data or request a data export via HTK Operational Support or Client Services. [Note - HTK reserve the right to charge for this service if not included in original contract T&Cs]
End-of-contract process When a customer terminates their contract HTK will close down all customer user accounts with access to Horizon and any automated links to customer service platforms. After a 30 day "cool off" period all customer data will be deleted unless a request is received from customer to extend this period. Note any extension may result in an additional charge. If required HTK will provide the customer with an extract of their data but again this may result in an additional charge. Confirmation of data deletion can be provided on request.

Using the service

Using the service
Web browser interface Yes
Supported browsers
  • Internet Explorer 10
  • Internet Explorer 11
  • Firefox
  • Chrome
  • Safari 9+
Application to install No
Designed for use on mobile devices No
Service interface Yes
Description of service interface User Interface - accessible via standard Web Browser.
API - for system access/integration.
Accessibility standards None or don’t know
Description of accessibility The service is accessible via an online User Interface using standard web browsers. The service features available via the User Interface can be configured to provide Users with different job functions/roles with access to different service features through the configuration of appropriate licences.
Accessibility testing At this time no certified testing has been completed against specific assistive technologies. However testing of accessibility is a key part of the Quality Assurance test strategy implemented for each release of the Horizon platform
API Yes
What users can and can't do using the API The Horizon API enables third party developers to write applications which integrate with the Horizon platform. The Horizon API provides access to resources by means of a RESTful service, meaning resources are accessed via URIs.
API documentation Yes
API documentation formats
  • HTML
  • PDF
API sandbox or test environment Yes
Customisation available No

Scaling

Scaling
Independence of resources The Horizon architecture is built on an elastic cloud based infrastructure that can expand and contract in near real time to accommodate changes in demand.

Analytics

Analytics
Service usage metrics Yes
Metrics types Real-time management information available
Reporting types
  • API access
  • Real-time dashboards
  • Regular reports
  • Reports on request

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
  • European Economic Area (EEA)
  • EU-US Privacy Shield agreement 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 Another external penetration testing organisation
Protecting data at rest
  • Physical access control, complying with CSA CCM v3.0
  • Physical access control, complying with SSAE-16 / ISAE 3402
  • Physical access control, complying with another standard
  • Encryption of all physical media
  • Scale, obfuscating techniques, or data storage sharding
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 importing and exporting
Data export approach Users with the appropriate permissions can export data to their local servers via the Horizon User Interface. Horizon also provides a number of standard reports that include an export capability to various document formats including pdf, csv and excel. Some elements of data can also be exported via the Horizon API. HTK can also provide automated exports of data to meet customer specific requirements.
Data export formats
  • CSV
  • Other
Other data export formats
  • Excel
  • PDF
Data import formats CSV

Data-in-transit protection

Data-in-transit protection
Data protection between buyer and supplier networks IPsec or TLS VPN gateway
Data protection within supplier network IPsec or TLS VPN gateway

Availability and resilience

Availability and resilience
Guaranteed availability Our aim is to achieve 99.9% service availability for all our services. If service availability levels are not achieved service credit will be paid to the customer. The amount of credit will be dependent on the level of decline in service availability and the frequency [measured on monthly basis]. Further details are available on request.
Approach to resilience Available on request.
Outage reporting Email and SMS Alerts. In high impact situations customers may receive a direct telephone call.

Identity and authentication

Identity and authentication
User authentication needed Yes
User authentication
  • 2-factor authentication
  • Username or password
Access restrictions in management interfaces and support channels Access to management services is controlled in accordance with our Security Policies and procedures compliant with ISO27001. Details can be made available on request.
Access restriction testing frequency At least every 6 months
Management access authentication
  • 2-factor authentication
  • Public key authentication (including by TLS client certificate)
  • 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 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 User-defined

Standards and certifications

Standards and certifications
ISO/IEC 27001 certification Yes
Who accredited the ISO/IEC 27001 BSI
ISO/IEC 27001 accreditation date 25/11/2015
What the ISO/IEC 27001 doesn’t cover Nothing
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 HTK has a security management system compliant with ISO27001. Policies and procedures are signed off at Board level and regularly reviewed by the HTK Security Management team. HTK also has a Security Officer responsible for managing the day to day assessment of all security related activities from development through to in-life support.

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 All changes to the Horizon service architecture are subject to change review and signed off by the appropriate department managers or their nominated representatives. The Security Manager is included in all change reviews to ensure changes do not introduce new security risks.
Vulnerability management type Conforms to a recognised standard, for example CSA CCM v3.0 or SSAE-16 / ISAE 3402
Vulnerability management approach All Horizon services are continually monitored by the HTK Operations Team using industry standard tools and methods to identify potential threats. At the first sign off a threat the team make an assessment of the risk and instigate appropriate action. The action taken may require support from other HTK teams and any major threat will be immediately reported to senior management to ensure appropriate resources are allocated to address the threat. Depending on the requirements patches can be deployed in a matter of hours.
Protective monitoring type Conforms to a recognised standard, for example CSA CCM v3.0 or SSAE-16 / ISAE 3402
Protective monitoring approach As previously described all services are actively monitored 24 x 7 to identify any potential compromises. The HTK Operations team will ensure all the relevant people are informed of the potential compromise and create an action plan to deal with the root cause. Depending on the level and complexity of the incident a response can be implemented within minutes or at most a few hours.
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 The HTK Operations team have a pre-defined set of processes listing the actions to be taken to resolve common events. These processes are regularly reviewed and updated. Users of the Horizon system can report incidents through the HTK Support Desk by email or telephone. The user will receive regular updates on the actions taken to resolve the incident. HTK operates an internal "always on" shared messaging system used to report incidents, request support and track progress of actions taken to resolve the incident.

Secure development

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

Public sector networks
Connection to public sector networks No

Pricing

Pricing
Price £2000 per licence per month
Discount for educational organisations No
Free trial available No

Service documents

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