Interview Management Solutions Pty Ltd

TILES System® Interview Management Software

The TILES System® is an investigative interviewing planning and management tool designed to digitally transform all aspects of the PEACE model framework. TILES allows interviewers and supervisors to plan, conduct and evaluate investigative interviews in any investigative context, facilitating transparency, accountability, consistency and efficiency across an agency’s investigative interviewing workflow.

Features

  • Secure in-house or Microsoft Azure cloud hosting delivering 99.99% uptime
  • Fully digital investigative interviewing workflow
  • Strategic and tactical planning functionality featuring flexible topic management
  • Remote access delivering collaborative and supervisory capabilities
  • Integrated Mapping functionality
  • Integrated Timeline functionality featuring Swipe to Timeline™ capability
  • Enterprise Management Dashboard
  • Incorporates pre-interview feedback and post-interview evaluation
  • Forensically robust meeting all disclosure requirements
  • User-friendly, multi-platform (web/tablet/mobile)

Benefits

  • Increased accountability and transparency across interviewing workflows
  • Fosters objective based interview planning
  • Reduced preparation time of investigative interview plans
  • Reduces the administrative burden and financial costs of paper-based workflows
  • Aligns with current UK Home Office Investigative Interviewing standards
  • Real-time strategic conversation fostering the strategic use of evidence
  • Configurable to any investigative remit including law enforcement and audit
  • Integration with e-mail for electronic management of feedback and evaluation
  • Ability to link documentary evidence directly to interview objectives

Pricing

£39 to £59 per user per month

Service documents

Framework

G-Cloud 11

Service ID

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

Contact

Interview Management Solutions Pty Ltd

Daren Jay

+61 488 076313

djay@interviewmanagementsolutions.com

Service scope

Service scope
Software add-on or extension No
Cloud deployment model Public cloud
Service constraints Access to the TILES System® is available on 24 x 7 basis. Planned maintenance windows, when the service will be unavailable, will be agreed with the client, with updates usually being implemented outside of working hours. IMS will agree a notice period with clients before undertaking scheduled maintenance tasks. In order to maintain this service, IMS has a variety of technical support and maintenance assets at its disposal, depending on the severity of service disruption.
System requirements
  • Customer must have an existing IT infrastructure already in place
  • This includes all relevant software licenses and an operating system
  • Sufficient storage, servers and networks to support the TILES System®
  • Client should maintain appropriate anti-virus technology across end user hardware

User support

User support
Email or online ticketing support Email or online ticketing
Support response times Email enquiries are generally responded to within 1 working day. Priority support requests will be responded to within 1 working hour (Business Critical Impact); 2 working hours (Major Operational Impact); 4-6 working hours (Minor Operational Impact); 4-6 working hours (Minor Operational Inconvenience); 1-3 working days (System Operation not impeded).
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 No
Onsite support Yes, at extra cost
Support levels Priority 1 Business Critical Impact 1 working hour
Priority 2 Major Operational Impact 2 working hours
Priority 3 Minor Operational Impact 4-6 working hours
Priority 4 Minor Operational inconvenience 4-6 working hours
Priority 5 System Operation not impeded 1-3 working days

Bespoke support levels agreed in SLA with client.
Support available to third parties Yes

Onboarding and offboarding

Onboarding and offboarding
Getting started IMS are able to make full on-boarding training available to TILES System® users onsite. Training costs will be charged as per the IMS SFIA rate card. Enterprise customers are encouraged to discuss options for bespoke training packages with their IMS project manager during the
project-planning phase in order to realise the maximum potential of the TILES System®.

IMS are able to support their clients with a full online investigative interviewing training package which can be arranged as per client requirements.

A TILES System® User guide is also freely available online and is accessible from within the TILES System® user interface.
Service documentation Yes
Documentation formats PDF
End-of-contract data extraction Due to the sensitive nature of the data likely to be held in the TILES
System®, off-boarding, data security and data migration will be subject to an agreed process following direction from the buyer's ICT risk and security advisers during initial scoping. All off-boarding will occur in accordance with clause 9.1 within the IMS Service Definition Document.
End-of-contract process End of contract processes will align with the IMS Termination Terms listed at clause 9 of the IMS Service Definition Document.

Using the service

Using the service
Web browser interface Yes
Supported browsers
  • Internet Explorer 11
  • Microsoft Edge
  • Firefox
  • Chrome
  • Safari 9+
Application to install No
Designed for use on mobile devices Yes
Differences between the mobile and desktop service Desktop/laptop access is recommended although full functionality may be accessed via tablet devices on both the iOS and Android platforms.
Service interface No
API No
Customisation available Yes
Description of customisation The TILES System® can be customized for individual agencies who may require bespoke data fields within the software to be added, edited or removed. The TILES System® dashboard available at the enterprise level can also be customized to ensure unique investigative contexts can be catered for.

TILES System® users are able to customize individual TILES to deliver a bespoke interview management experience tailored to their own investigative context. Each of the system's customized TILES may be populated with a full menu of customized hints and prompts designed to assist an interviewing team to navigate forensic conversation.

Scaling

Scaling
Independence of resources The secure Microsoft Azure platform upon which the TILES System® is hosted is designed to scale to meet TILES System® load/usage requirements.

Analytics

Analytics
Service usage metrics No

Resellers

Resellers
Supplier type Not a reseller

Staff security

Staff security
Staff security clearance Other security clearance
Government security clearance Up to Developed Vetting (DV)

Asset protection

Asset protection
Knowledge of data storage and processing locations Yes
Data storage and processing locations
  • European Economic Area (EEA)
  • Other locations
User control over data storage and processing locations Yes
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 In-house
Protecting data at rest
  • 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 In-house destruction process

Data importing and exporting

Data importing and exporting
Data export approach See IMS Terms and Conditions Document
Data export formats
  • CSV
  • ODF
Data import formats ODF

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)
Data protection within supplier network TLS (version 1.2 or above)

Availability and resilience

Availability and resilience
Guaranteed availability See Service Definition Document
Approach to resilience IMS can implement proven strategies to safeguard business continuity through disaster recovery plans affording customers operational resilience. IMS encourages customer agencies to ensure appropriate mitigation strategies are factored into the detailed IMS implementation plan at inception
Outage reporting E-mail alerts /
Enterprise Dashboard

Identity and authentication

Identity and authentication
User authentication needed Yes
User authentication Username or password
Access restrictions in management interfaces and support channels Access restrictions in management interfaces and support channels are built into password protected user profiles delineated access privileges at user and administrator levels.

Access restrictions will be TILES System® users will be registered and administrators are provided with audit/privilege rights over based upon client account hierarchies.

IMS support staff dealing with end-user support requests are able to access user profiles but are restricted from accessing client data within the TILES System®.
Access restriction testing frequency At least once a year
Management access authentication Username or password

Audit information for users

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 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 User-defined
How long system logs are stored for User-defined

Standards and certifications

Standards and certifications
ISO/IEC 27001 certification No
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 Other
Other security governance standards IMS manages data stored on its servers in accordance with the provisions of the Data Protection Act 1998 (DPA 1998) and General Data Protection Regulation (EU) 2016/679. Highest assurance 2048-bit SSL Certification is employed to secure all web-based data transmissions to and from its Azure cloud trusted framework.
Information security policies and processes IMS operates within a robust security governance and risk management framework headed by the CEO/CTO who holds full responsibility for establishing, implementing, operating, monitoring and reviewing security governance and risk management processes within the company. Each IMS employee, contractor or consultant has freedom to report directly to the CEO/CTO on security governance issues and are responsible for adhering to the company’s security policies, guidelines, standards and procedures.

Data Management responsibility at IMS rests with the CEO/CTO. The IMS Data Protection Officer has delegated responsibility for data protection compliance to ensure that all data is managed and controlled in adherence to General Data Protection Regulation (EU) 2016/679.

IMS operates to robust Standing Operating Procedures within its Information Security Management Framework to ensure security procedures are followed in an appropriate, transparent and repeatable manner. All software development including design, maintenance, testing and quality assurance is undertaken in compliance with certified ISO9001:2008 Quality Management System standards to ensure integrity, transparency and accountability of resultant software products.

Operational security

Operational security
Configuration and change management standard Supplier-defined controls
Configuration and change management approach IMS software configuration and change management follows agile methodologies achieving cross-team communication and collaboration and self-organization in a flexible and adaptive development environment. Developers and quality assurance personnel include certified International Software Testing Qualifications Board (ISTQB) testers and also comprise specialist advanced level and security tester ISTQB certified test engineers.
Vulnerability management type Supplier-defined controls
Vulnerability management approach Within the Azure Cloud environment Security Centre offers integrated vulnerability assessment with Qualys cloud agents as part of Virtual Machine functionality.Once deployed, the Qualys agent will start reporting vulnerability data to the Qualys management platform, which in turn provides vulnerability and health monitoring data back to Security Center. IMS developers are able to maintain regular oversight of Security Centre data on behalf of clients to quickly identify and respond to vulnerability threats from within the Security Center dashboard.
Protective monitoring type Supplier-defined controls
Protective monitoring approach IMS executes its protective monitoring capabilities through the Microsoft Azure Security Information and Event Management (SIEM) solution for the purposes of monitoring, triaging and investigating security alerts. Threat intelligence monitoring is proactively managed as part of the Microsoft Azure Security Centre detection capabilities which includes integrated threat intelligence, behavioural analytics and anomaly detection.
Incident management type Supplier-defined controls
Incident management approach IMS maintains pre-defined incident management processes to maintain levels of support as defined at clause 5 of the IMS Service Definition Document.

Incident reports relating to Business Critical and Major Operational impacts should be reported via telephone, whilst remaining priority reports may be communicated via email and through in-application support requests.

IMS will administer incident management through a process of identification, logging, prioritization, diagnosis and resolution through to closure. IMS will take steps to communicate with the user community throughout the life of the incident and share post-incident findings with stakeholders.

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 No

Pricing

Pricing
Price £39 to £59 per user per month
Discount for educational organisations Yes
Free trial available Yes
Description of free trial Basic functionality
Link to free trial https://www.tiles-system.com/

Service documents

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