G-Cloud 11 services are suspended on Digital Marketplace

If you have an ongoing procurement on G-Cloud 11, you must complete it by 18 December 2020. Existing contracts with Bailey Solutions Ltd are still valid.
Bailey Solutions Ltd

Enquire

Enquire is an inbound enquiry management system to help organisations of all sizes manage enquiries. It's different from CRM systems which are designed to manage outbound sales and marketing calls. Our system is all about managing inbound enquiries, helping you track them, follow-up and never miss a deadline. Highly configurable.

Features

  • In-bound enquiry tracking with management reports
  • Intercept emails sent to group inbox to create enquiries
  • Web forms for users to submit enquiries
  • Dashboard for enquiry handlers to monitor and manage queues
  • Stop watch and time recording
  • Alerts to warn team of deadlines and breached SLA
  • Worklogs to record work done by more than one person
  • Quick Counters for quick statistics
  • Simple and Advanced Searching
  • Searchable knowledge base for users

Benefits

  • Improved user experience of your service
  • Increase team efficiency
  • Never miss a deadline
  • Improve attainment of Service Level Agreements
  • Improve management information and insights for better management all round
  • Demonstrate your value
  • Statistics help with impact analysis
  • Justify staff levels
  • Improve consistency of responses by using message templates

Pricing

£1,950 to £3,800 an instance a year

  • 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 <removed>@f1c2d80f-d2d1-48fb-bca2-fed5fb947689.com. Tell them what format you need. It will help if you say what assistive technology you use.

Framework

G-Cloud 11

Service ID

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

Contact

Bailey Solutions Ltd <removed>
Telephone: <removed>
Email: <removed>@f1c2d80f-d2d1-48fb-bca2-fed5fb947689.com

Service scope

Software add-on or extension
No
Cloud deployment model
Private cloud
Service constraints
No
System requirements
All major browsers supported

User support

Email or online ticketing support
Email or online ticketing
Support response times
Support is available are during the 9.00 to 5.30 pm weekdays, excluding bank holidays and weekends.
Response times range from 1 hour to next release depending on the grade:
Critical - 1 hour response with expected resolution;
Key - 2 hour response with expected resolution;
Minor - 4 hour response, fixed in next release;
How to Question - 2 hour response;
Requirement, e.g. server move - varies;
Request for Modification - considered for future release;
Suggestion - considered for future release.
There is also a 24/7 online help centre with videos and manual style content.
User can manage status and priority of support tickets
No
Phone support
Yes
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
None
Onsite support
No
Support levels
The subscription includes:

Initial installation and set-up on the hosted platform.

Phone, email support and the online help centre during weekdays and normal working hours, 9.00 am - 5.30 pm.

Automatically applying releases to your software. Frequent releases include fixes for errors and improvements.

Nightly back-ups

The subscription does not include:

Technical support for data services, e.g. bulk data cleansing and data manipulation, which can be purchased at £99 per hour for remote services.

On-site support which can be purchased at £760 per day plus travel expenses + VAT

Extra support services will not be incurred without a Purchase Order from the buyer.

Support queries should be addresses to support@baileysolutions.co.uk and then it will be assigned to a named technical consultant.
Support available to third parties
Yes

Onboarding and offboarding

Getting started
Free installation and prototype site including the initial branding.
We provide free training videos, quick guides and manuals. We are also planning a searchable help centre which will help topics with short videos and manual style instructions.
We can provide online training sessions and there is an hourly rate currently set @ £80 per hour + VAT.
We can provide on-site training and there is a one-day charge currently set @ £690 per day on site + travel expenses + VAT.
We recommend one day's training at the outset.
If you have a complex requirements for more than one team with different enquiry types then we recommend that you purchase consultancy days to assist with configuring your system at £690 per day + VAT. If consultancy services are on-site then reasonable travel expenses as incurred will be added to the invoice.
Service documentation
Yes
Documentation formats
PDF
End-of-contract data extraction
We supply a SQL Server database with the client's data in tables but with the software's system objects (code modules, views, stored procedures) removed. There is no charge for this service.
End-of-contract process
At the end of the contract a SQL server database containing the client's full relational data is provided at no extra cost.
If the client requires continued hosting or re-directs to their new system then this can be be provided at cost.

Using the service

Web browser interface
Yes
Supported browsers
  • Internet Explorer 8
  • Internet Explorer 9
  • Internet Explorer 10
  • Internet Explorer 11
  • Microsoft Edge
  • Firefox
  • Chrome
  • Safari 9+
  • Opera
Application to install
No
Designed for use on mobile devices
No
Service interface
No
API
No
Customisation available
Yes
Description of customisation
Enquire is a very customisable system. Library users can change the font size.
Power Users can configure the user interface and how it works for service users including menus. Power Users can change the enquiry form templates and create enquiry types & categories. They can change the field names, the layout, the sequence and the visibility of all fields.
Power Users can can set alerts and notifications, the content of the alerts, and with which types of enquiries they are associated and at what stages they are sent.
Enquire is potentially a multi-currency, multi-time zone, multi-language and multi-team system. So all these can be configured. Or it can be a very simple system for a single team with one or two enquiry handlers. IT can set up single or multiple inbound and single or multiple outbound email accounts and connect to Exchange Server.
Power Users can change the views, add views and delete or hide views. Views can use custom fields.
The system comes with a comprehensive list of standard management reports. Power Users can change the reports, add reports and delete or hide reports. Reports can use custom fields.
This list is not comprehensive.

Scaling

Independence of resources
Normally your software would be housed on a server shared with other clients. The server serves many clients, There is one database per client so it's not a multi-tenanted database. The only way we can guarantee that clients won't be affected by other clients' activity is by providing you with a dedicated server on our host platform. This currently costs around £2,200 extra per year depending on your requirements.

Analytics

Service usage metrics
Yes
Metrics types
The system is supplied with a dashboard of standard views giving at-a-glance metrics of current workloads. Staff can filter, group and get quick summaries.
The system comes with a comprehensive list of standard management reports including: input hour, average time spent, average time from submission to completion, number/ percentages by staff, number by department, enquiries by category/type/topic.
This list is not comprehensive.
Reporting types
  • Real-time dashboards
  • Regular reports
  • Reports on request

Resellers

Supplier type
Not a reseller

Staff security

Staff security clearance
Conforms to BS7858:2012
Government security clearance
Up to Baseline Personnel Security Standard (BPSS)

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
No
Datacentre security standards
Complies with a recognised standard (for example CSA CCM version 3.0)
Penetration testing frequency
At least every 6 months
Penetration testing approach
Another external penetration testing organisation
Protecting data at rest
Physical access control, complying with another standard
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
Owing to the complex nature of the data structure, there is no tool for users to export their data.
Data export formats
Other
Other data export formats
SQL Server database
Data import formats
Other
Other data import formats
Database

Data-in-transit protection

Data protection between buyer and supplier networks
  • Private network or public sector network
  • Legacy SSL and TLS (under version 1.2)
Data protection within supplier network
  • TLS (version 1.2 or above)
  • Legacy SSL and TLS (under version 1.2)

Availability and resilience

Guaranteed availability
99.7% uptime
Approach to resilience
Built by the MOD as a command and control centre protecting people and technology from nuclear threat, the construction and security standards are what you might expect of such a purpose built fortress. It sits 30 metres beneath a 3.5m high perimeter fence, with concrete walls 3 metres thick, steel doors weighing several tons and includes military Electro Magnetic Pulse and Tempest RFI intrusion protection. Layered on top of this physical inaccessibility is a 24-hour watch with guard dogs, CCTV and a series of sophisticated access controls.
• 24/7/365 security guards and guard dogs permanently on site
• Vehicular gate with control barrier
• Infrared CCTV with 24 hour capture covering all entrances and operational areas
• Visual verification of all users entering data floor – NO un-manned escort
• Borer security card access system
• Very early sophisticated smoke and heat detection systems
• Firetrace detection and extinguishing system
• Redundant air conditioning units to guarantee stable data floor temperature and humidity @ N+1
• Redundant UPS conditioned power @ N+1
• Diverse Power Supplies with diesel generator backup @ N+1
Outage reporting
Email alerts

Identity and authentication

User authentication needed
No
Access restrictions in management interfaces and support channels
To submit an enquiry, service users can simply send an email to the usual group email address to complete a web form. Nor they the need to be be authenticated to search the knowledge base. The client can decide to apply IP filtering to restrict users who have access to the knowledge base or keep it public. Useful for answering FAQs.
Enquiry Staff need to sign to access the enquiry handling interface and likewise Power Users to access the settings. Permissions and roles determine how much detail can be seen and who can do what in the system.
Access restriction testing frequency
At least every 6 months
Management access authentication
  • Public key authentication (including by TLS client certificate)
  • Username or password

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
At least 12 months
Access to supplier activity audit information
You control when users can access 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
British Standard Institue
ISO/IEC 27001 accreditation date
19/05/2017
What the ISO/IEC 27001 doesn’t cover
A.14.2.7 Outsourced development - N/A
ISO 28000:2007 certification
Yes
Who accredited the ISO 28000:2007
British Standards Institute
ISO 28000:2007 accreditation date
19/05/2017
What the ISO 28000:2007 doesn’t cover
No exceptions
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
Our policy is to protect the company’s information assets from all threats, whether internal or external, deliberate or accidental, to ensure business continuity, minimise business damage and maximise return on investments and business opportunities. The Managing Director has approved the Information Security Policy ensure that:

a. Information will be protected from a loss of: confidentiality, integrity and availability.
b. Regulatory and legislative requirements will be met
c. Business continuity plans will be produced, maintained and tested
d. Information security training will be available to all staff.
e. All breaches of information security, actual or suspected, will be reported to, and investigated by, the Information Security Manager.

Supporting guidance and procedures: risk assessment, information classification, data protection, incident handling, information backup, system access, third party services (supplier due diligence), malware controls, mobile device security & remote working, passwords and encryption.

The role and responsibility of the designated Information Security Manager is to manage information security and to provide advice, guidance on implementation of the Policy, review and maintenance.
All managers are directly responsible for implementing the Information Security Policy within their business areas.
It is the responsibility of each employee to adhere to the Information Security Policy.

Operational security

Configuration and change management standard
Supplier-defined controls
Configuration and change management approach
Identify potential change: A customer encounters a problem, proposes a change or desires new functionality; Determine technical feasibility; Determine costs and benefits; Analyze change impact; Plan change
Developer coding using Visual Studio Team Services; Propagate change;
Test change; Roll -out change to one client tester; Update documentation; release notes and users' help centre; Release change in a system release rolled out to clients; Review and close change
Vulnerability management type
Supplier-defined controls
Vulnerability management approach
We monitor for potential new threats, vulnerabilities or exploitation techniques which could affect our service regularly using F-Secure Radar.
Just Computing also monitor the servers 24/7 for vulnerabilities.
The severity of threats and vulnerabilities is considered within the context of the service and this information is used to prioritise the implementation of mitigations.
Using a suitable change management process, known vulnerabilities are tracked until mitigations have been deployed.
A centralized OS management tool carries out systematic patching across all hosted client sites.
Timescales depend on the severity of the risk. They could be deployed within 24 hours to one month.
Protective monitoring type
Supplier-defined controls
Protective monitoring approach
Alerts form Just Computing 24/7 monitoring or F-Secure warnings.
The risk is assesed. Patch developed. Patch issued as soon as practically possible and released sometimes with 24 hours. Otherwise low risk compromises are addressed inthe next monthly release.
Incident management type
Supplier-defined controls
Incident management approach
Often we find incidents are picked up by Just Computing 24/7 monitoring of their servers and we are notified by mobile phone if they happen out of hours. Just computing will manage incidents on our behalf and have a predefined process. They will restore normal service as quickly as possible. Users can report incidents via our dedicated support number +44 (0)1273 242958 or our support desk: support@baileysolutions.co.uk We provide incident reports via email.

Secure development

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

Public sector networks

Connection to public sector networks
No

Pricing

Price
£1,950 to £3,800 an instance a year
Discount for educational organisations
No
Free trial available
Yes
Description of free trial
Buyers can trial the complete software application for free for 30-days without providing a credit card or other payment method.
Doesn't include data import services.

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 <removed>@f1c2d80f-d2d1-48fb-bca2-fed5fb947689.com. Tell them what format you need. It will help if you say what assistive technology you use.