ROCC

Uniclass

Uniclass Social Housing software supports landlords with the tools to improve the efficiency and reduce the costs of housing repairs and maintenance. Modules include; Repair Reporting, Call Centre, Repair Diagnostics, Stock and Materials Management, Mobile Working, Asset Management, Appointments, Allocation and Scheduling and Reporting, for responsive, planned and cyclical work.

Features

  • Fully integrated real time solution from repair logging to invoicing
  • Configurable repairs diagnostics, simple to get the right job schedules
  • Comprehensive asset database, including appliances, asbestos details and property cautions
  • Unified approach for responsive, cyclical and planned repairs
  • Full stores, van stock, material management and purchasing modules
  • Real time user definable reports and workflows
  • Standard microsoft technology, SQL Server database, SS Reporting Services
  • Flexible client invoicing
  • Fully integrated options for tenant self service and contractor portals
  • Easily integrated with third party Housing/Finance/Dynamic Scheduling systems

Benefits

  • More responsive service to tenants and residents
  • More repairs completed first time
  • Complete job costing information
  • Improved information on operational efficiency
  • More appointments made and kept, with intelligent appointing
  • Faster Void turnaround
  • Paperless job management using latest mobile technologies
  • Scaleable solution in both size and functionality
  • User configurable and tailored for client specific requirements
  • Automated resource allocation and self service appointments

Pricing

£30 per person per month

Service documents

G-Cloud 9

173076335400033

ROCC

Claire James

01273 274700

claire.james@rocc.co.uk

Service scope

Service scope
Software add-on or extension No
Cloud deployment model Private cloud
Service constraints Scheduled maintenance downtime is minimal and convenient times will be agreed with the client in advance.
System requirements
  • Microsoft SQL Server
  • Microsoft Windows Server
  • IIS with SMTP
  • Adobe Reader

User support

User support
Email or online ticketing support Email or online ticketing
Support response times Priority 1 - 15 minutes response time, hourly feedback
Priority 2 - 15 minutes, daily feedback
Priority 3 - 30 minutes, within 5 days
Priority 4 - 30 minutes, via online portal or on request
Standard Helpdesk hours are 08:45 - 17:00 Monday to Friday.
Enhanced support packages are available .
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 Onsite support
Support levels Standard support covers maintenance releases of the Uniclass software and access to the ROCC Helpdesk from 08:45 until 17:00 Monday to Friday (excluding bank holidays) for both telephone and email support.

The Helpdesk service is primarily to report and progress software issues such as bugs. In addition operational guidance can be given if this results in resolving a reported issue.

There are enhanced levels of service available depending on the required day to day availability of the service and the degree of proactive support that is contracted for.

This enhanced support can include:-
• monthly online system reviews,
• quarterly or monthly face to face service reviews,
• enhanced SLA’s,
• proactive application housekeeping
• an annual architecture review

The recommended level of enhanced support depends on whether the client offers a 6 day service and what internal resources they wish to have to support the solution. Options include; 5 day 8am to 8pm, 6 day 8am to 8pm and even 24x7 emergency cover for critical issues
Support available to third parties No

Onboarding and offboarding

Onboarding and offboarding
Getting started As Uniclass is a configurable application to cater for client specific requirements, each installation also requires an implementation project to cover:-

• Project Initiation – creation of the Project Definition Document and Project Plan
• Business Process Workshops - to agree the configuration requirements for the site
• Data loading – loading client specific data such as properties, SOR’s, employees, stock items etc.
• Integration requirements- for interfacing with the client’s corporate housing management and financial systems. Additional interfaces are priced on a time and materials basis as per the rate card.
• Configuration in line with the findings from the workshop sessions
• Training – Onsite Train the Trainer sessions for all selected modules
• Reports – configuration of standard reports and development client specific reports. The standard implementation includes development of 3 client specific reports
• Assistance with User Acceptance Testing
• Go-Live Support – onsite support is included for the go-live period

The implementation project will be managed by an experienced ROCC project manager using Prince II principles, with weekly updates for the client’s project team.
Service documentation Yes
Documentation formats PDF
End-of-contract data extraction Clients are able to access the entire data structure using standard tools such as MS SQL Server, MS SQL Server Reporting Services and Excel.

If specific data export structures are required (for example in a format suitable for a 3rd party system), ROCC will be happy to accommodate this, with pricing quoted on a time and material basis subject to prior specification.
End-of-contract process Assistance with the export of data in standard format is provided by ROCC within the price of the contract. Providing the data in any other format will be an additional cost, priced on a time and materials basis or a fixed price quotation based on a detailed requirement specification.

Using the service

Using the service
Web browser interface Yes
Supported browsers
  • Internet Explorer 9
  • Internet Explorer 10+
  • Microsoft Edge
  • Firefox
  • Chrome
Application to install No
Designed for use on mobile devices Yes
Differences between the mobile and desktop service Although all aspects of the desktop service is able to be utilised on mobile devices, certain business process will be more suited to large format devices such as Laptops and Tablets. Operative functions are designed for use with smaller format devices in mind such as smartphones. In addition the design of the operative software allows for offline working for situations where a mobile signal is not available. This means that the operative's work can continue, with synchronisation with the 'back office' system when the device is back in signal.
Accessibility standards None or don’t know
Description of accessibility We have answered that we do not meet WCAG 2.0 A standards because we have not undergone formal testing however ROCC follow the principals of WCAG 2.0 A very closely and ensure our applications are as accessible as possible. We try to ensure we use plain English in our language, we do not use images to display important operational information and we ensure all text is recognisable by the browser and therefore supportable in a translated environment to help users that use readers or language translators.
Accessibility testing None
API Yes
What users can and can't do using the API The ROCC solution has several API's to allow integration with third party systems. We allow the creation and updating of properties, tenants, works order / jobs and their status'.
Our API's also allow the extraction of financial information such as Purchase Orders and Invoices.
API documentation Yes
API documentation formats PDF
API sandbox or test environment No
Customisation available Yes
Description of customisation Many aspects of the Uniclass system can be customised by the client, including the fields available on each form and the field names. This means that site specific terms can be used for example changing 'Tenant' to 'Resident' or 'Customer'.
The key workflows of a contract management requirement are an inherent design of the Uniclass solution. Within this core structure are numerous user defined and configurable elements. Typical business processes include repair logging with configurable diagnostics, purchase order processing, cyclical job generation, customer surveys, stock management. All of these are configurable and will be setup as part of the implementation but can subsequently be altered by the client. The following are just some of the configurable elements.
• Menus
• Workflows
• Diagnostics
• Schedules
• Price-books
• Job Statuses
• Priorities
• Appointment Slots
• Ledger Codes
• Security
• Reports
• ‘Favourite’ Searches
• Home Pages

Configuration within Uniclass does not require programming skills but rather selection of options and addition of client specific options.

Customisation is usually undertaken by client System Administrators who have been suitably trained and have the correct user security permissions enabled.

Scaling

Scaling
Independence of resources The ROCC software solution is provided to the client as a single instance that is completely private to the client. We do not run solutions that are multi tenanted and therefore the software is not impacted by the behavior of other clients.
Our underlying cloud infrastructure that supports the software solution is part of a wider virtual cloud but we ensure that the resources provided to the client to run their operation (in terms of processing power, storage, etc) are completely ring fenced and only used by the client.

Analytics

Analytics
Service usage metrics Yes
Metrics types System usage metrics can be provided if required at an additional cost by ROCC or alternatively ROCC can help the client put together their own reports for monitoring service usage.
Reporting types
  • Real-time dashboards
  • Regular reports
  • Reports on request

Resellers

Resellers
Supplier type Not a reseller

Staff security

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

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 No
Datacentre security standards Managed by a third party
Penetration testing frequency Never
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 A third-party destruction service

Data importing and exporting

Data importing and exporting
Data export approach Users are able to export elements of the data from within the ROCC application using our in built reports and choosing to export the output from the report. Supported formats include Word, Excel, PDF, CSV and XML.

In addition the ROCC application schema is available to clients to query using standard business intelligence and data manipulation tools such as Excel, Business Objects and MS SSRS.
Data export formats
  • CSV
  • Other
Other data export formats
  • PDF
  • Word
  • Excel
  • XML
  • TIFF
Data import formats
  • CSV
  • Other
Other data import formats
  • XML
  • Excel

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
Data protection within supplier network
  • TLS (version 1.2 or above)
  • IPsec or TLS VPN gateway

Availability and resilience

Availability and resilience
Guaranteed availability ROCC offer different SLA options to suit your business requirements.
Approach to resilience Available on request.
Outage reporting Email alerts

Identity and authentication

Identity and authentication
User authentication needed Yes
User authentication Username or password
Access restrictions in management interfaces and support channels ROCC provide a variety of ways to interface and integrate to our solution and as such security and access control can vary depending on the type of integration required for any third party systems the client may use. We normally recommend the usage of an agreed data contract between web services and we also ensure that requests are only accepted from expected sources.
Access restriction testing frequency At least every 6 months
Management access authentication
  • 2-factor authentication
  • Public key authentication (including by TLS client certificate)
  • 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 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 accreditations No

Security governance

Security governance
Named board-level person responsible for service security Yes
Security governance accreditation No
Security governance approach ROCC ensure quality standards are maintained as part of our ISO process and we have internal governance processes to ensure our solutions are secure and appropriate for deployment to our hosting partners who are fully certified to ISO27001.
Information security policies and processes ROCC have a robust information security policy that is reviewed annually by senior management. We have in house staff trained in security auditing and their expertise is used to guide senior management in setting and reviewing our information security policy.
Policies are enforced via our management team and all team leaders are expected to enforce our security policies with their teams at all times.

Operational security

Operational security
Configuration and change management standard Supplier-defined controls
Configuration and change management approach All ROCC software and services are controlled and managed under our ISO quality system and overseen by our quality manager and quality management team.
Vulnerability management type Undisclosed
Vulnerability management approach The ROCC solution is deployed within a Microsoft technology architecture and potential threats are alerted to us by Microsoft. Our support team immediately assess any threats that may be relevant to our solution and if any are identified, the production of a patch will be undertaken immediately and go through a robust process of internal testing before being deployed to any customer systems.
Protective monitoring type Undisclosed
Protective monitoring approach We use a variety of monitoring tools to proactively monitor the health and availability of our solutions. System dashboards are deployed through our support team office space to highlight any potential issues being noticed by our tools. Additionally any system events that we have defined as requiring action will be alerted to our team via email alerts.
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 Incidents are captured proactively by our monitoring tools and automatically logged into our support triage system and senior technicians alerted to the event. All events are treated as urgent until triaged by a technician and allocated a relevant priority and passed to the appropraitely skilled support consultant.
Users are able to report incidents to our support team by phone, email and via our online portal. Incident reports are provided via our portal or on request by email.

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 £30 per person per month
Discount for educational organisations No
Free trial available No

Documents

Documents
Pricing document View uploaded document
Skills Framework for the Information Age rate card View uploaded document
Service definition document View uploaded document
Terms and conditions document View uploaded document
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