i2N Ltd

Pathways Case Management System (CMS)

Pathways CMS is a fully functional case management system including specialist modules for youth and adult justice. Functionality includes: record creation, intelligent search, user defined workfllow, dashboards and custom fields. Pathways will meet the Youth Justice Board's compliance checklist for AssetPlus youth offender assessment.

Features

• Accessible via all browsers
• Works on desktop PCs, laptops, tablets and smartphones
• Software-as-a-Service; application, hosting and support fully integrated
• Customisable screens to suite your individual workflow
• Meets YJB AssetPlus compliance checklist
• Designed by expert practitioners
• Secure cloud-hosted, accredited for Official-SENSITIVE data
• Friendly, responsive support from SC Cleared, ITIL trained staff
• Micro-services architecture designed to interface through APIs
• Powerful query and reporting features

Benefits

• Track cases from incident to outcome
• Track offender pathway from offence through rehabilitation
• Manages multiple offenders in a case and vice versa
• Store evidence (documents, video, audio) to BS1008 evidential standards
• Sophisticated scheduling and conflict management Improves efficiency, cuts costs
• Email enabled workflow supports collaboration
• Powerful risk management features
• Built to integrate with other applications from HR to ERP
• Remote data entry on tablets for non-office interventions
• Powerful dashboards, reporting and analysis support KPI achievement

£20000 per unit per year

Service documents

• Pricing document (pdf)
• Skills Framework for the Information Age rate card (pdf)
• Terms and conditions (pdf)

Framework

G-Cloud 11

Service ID

173969265987253

Contact

i2N Ltd

Marco Fiorentino

01473 731230

marco.fiorentino@i2n.com

Service scope

• Software add-on or extension: No
• Cloud deployment model: Public cloud
• Service constraints: Case Manager can be used on PCs, Laptop or tablets and is tested for compatibility with latest versions on all common browsers but may need to be tested with very old browser versions. ; Depending on the sensitivity of your data you can access using internet or a secure intranet; we will work with your data-owner to set up appropriate controls to protect your data.; Service Desk support is currently 08:00 to 18:00 on working days. Extended support up to 247 can be provided on request.; Maintenance is currently done at weekends. Maintenance windows can be agreed with individual customers.
• System requirements:
  • A PC, laptop or tablet
  • Modern Browser
  • Data owner/accreditor may decide on added security features

User support

• Email or online ticketing support: Email or online ticketing
• Support response times: Incidents can be raised with the Service Desk by email or telephone and will be responded to within 15 minutes during office hours. Normal office hours are 08:00 to 18:00 weekdays (except public holidays), calls or emails received outside of these hours will be responded to within 15 minutes of the start of the next working day. Extended cover up to 24/7 can be arranged if required with the same response times as working days.
• 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: Yes, at an extra cost
• 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: Web Chat support is provided by a COTS product that has been extensively tested for assistive technology support and conforms to W3C AA Standards for Accessibility.
• Onsite support: Yes, at extra cost
• Support levels: Our Software-as-a-Service products comes with Service Desk, Hosting and Infrastructure Support all included in the cost. Standard Service Desk support is the same for all customers: Service Desk hours 08:00 to 18:00 weekdays (except public holidays), accessed via email, customer portal (with Web Chat support) or phone, responses within 15 minutes, severity one incidents resolved within 4 hours (see detailed SLA). The i2N Service Desk is staffed with ITIL trained, SC Cleared Analysts, fully trained on all i2N applications, able to resolve the majority of incidents on the first call. Extended Service hours up to 24/7 quoted on request at individual customer rate depending on requirement.
• Support available to third parties: No

Onboarding and offboarding

• Getting started: The standard onboarding process is free and consists of the initial set-up of authentication and loading of reference data. Pathways comes with a self-service kiosk for password maintenance with administrator facilities for on-going security management. We can set up the administrators who can then manage the rest of the staff or we can perform an initial loading by importing a CSV file. Each customer will have an account manager who takes care of the onboarding process, ensuring the correct set-up of authentication and reference data. Pathways has an individual instance of the training system for each customer and comes with a free train-the-trainer session. ; Additional on-boarding including cascade training, development of bespoke modules or APIs or individual infrastructure will be quoted on an individual basis.; The standard offering is a multi-tenanted offering utilised by multiple customers with individual authentication paths to segregate their data. Customers with particularly sensitive data may request an individual bespoke hosting environment (in the cloud hosting environment of their choice) with addition security and defence architecture. MOJ customers already have an accredited multi-tenanted infrastructure in UKCloud Elevated so additional on-boarding infrastructure is quick and cost-effective.
• Service documentation: Yes
• Documentation formats:
  • ODF
  • PDF
• End-of-contract data extraction: At the end of the contract customers will be provided with their production data using a CESG certified procedure. The data is extracted from the production system and can be provided in a number of formats including SQL Server, CSV and Excel. If the data is sensitive, we will protect it on a CESG approved encrypted drive that will be securely transported to the customer using a process approved by the customer data owner. Once the data has been extracted the cloud data storage will be erased using CESG approved techniques.
• End-of-contract process: Case Manager is a cloud hosted Software-as-a-Service Product and is charged on a usage basis plus a basic monthly subscription. At the start of the contract each customer is provided with a URL to access CM and their users are set up with valid authentication to access the system. At the end of the contract, after the customer data has been returned, access will be removed and the customer’s databases (including the authentication) will be erased using CESG approved techniques. There is no additional cost to provision of the data extract or termination.

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: Case Manager is accessed via browsers on desktop PCs, laptops, tablets, displays detects and adjusts to the display / device in use. CM can be used on a smartphone with appropriate security provision if data is sensitive but the application is optimised for use on desktop PCs, laptops and tablets.
• Service interface: Yes
• Description of service interface: I2N's applications are built to use modern, lightweight REST/JSON web service interfaces; to best enable open and extensible architectures that can integrate between systems, data mining and application extensions.
• Accessibility standards: WCAG 2.1 AA or EN 301 549
• Accessibility testing: I2N’s utilises modern frameworks and technologies which deliver the basic set of requirements for semantic and accessible UI code. We perform assistive technology testing using ZoomText, JAWS and Dragon Naturally Speaking and ensure we are in compliance of W3C AA Standards for Accessibility.
• API: Yes
• What users can and can't do using the API: Case Manager is designed using a micro-services architecture where discrete functions or services communicate through APIs which facilitates interfacing. CM can integrate with other applications or OGNs (Other Government Networks) to receive standard reference data ensuring consistency. CM can interface with ERP applications to provide data to and receive data from enterprise resource management or with other Case Management or HR Systems. CM APIs are easy to configure and are set up in on-boarding.
• API documentation: Yes
• API documentation formats: Other
• API sandbox or test environment: Yes
• Customisation available: Yes
• Description of customisation: Because Case Manager has been developed using a micro-services architecture it is easy to customise. The CM Roadmap is reviewed at bi-annual User Group Meetings and the user community agrees on priorities. Representatives from the User Group also participate in Agile development of the releases ensuring that each enhancement benefits from practitioner input. The Bi-annual releases are included in the SaaS license subscription but individual customers can also request bespoke development. Customer funded bespoke modules are held in individual micro-services only executed for that customer; these enhancements are developed with the customer using the agile methodology, the IP is retained by the customer and source and object code are owned by the customer enabling the customer to exploit the same service in other applications. This is useful for non-CMS APIs, standard services such as internal reference data and also useful for innovative modules developed by a customer that the customer wants to keep confidential.

Scaling

• Independence of resources: Performance on all customer systems is monitored with real-time dashboard displaying utilisation of processor, memory and disk. Automatic alerting provides timely warning or the need to augment resource and new virtualised resource can be implemented before any impact occurs. Network analysis tools display all internal traffic within applications so any constraints building on any system node are anticipated and managed. Customers with particularly sensitive data may opt to operate on dedicated virtual cloud infrastructure for security reasons; regardless of whether running on dedicated or shared infrastructure resources are maintained well above thresholds and monitored to ensure better that SLA performance.

Analytics

• Service usage metrics: Yes
• Metrics types: Case Manager provides detailed usage metrics. The Software-as-a-Service charge is calculated on a combination of a fixed fee per business unit and a variable fee based on usage and customers are provided with the number of user logged-on each day, the number of unique users logged-on (as opposed to someone who takes a break and comes back into the system), number of clients / offenders, the number of open interventions and a history of he completed interventions. Service Desk statistics on incident management and SLA performance are also available to users and to the User Group.

Resellers

• Supplier type: Not a reseller

Staff security

• Staff security clearance: Conforms to BS7858:2012
• Government security clearance: Up to Security Clearance (SC)

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: Yes
• 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 CHECK service provider
• Protecting data at rest:
  • Physical access control, complying with CSA CCM v3.0
  • Physical access control, complying with SSAE-16 / ISAE 3402
  • Encryption of all physical media
  • Other
• Other data at rest protection approach: Data at rest is protected according to the solution selected by the customer and the cloud provider capabilities. All cloud providers support as a minimum AES-256 encryption of data. i2N encourage its customers to protect their own data using encryption technologies where they are the sole decryption key owners. In this way, our customers are assured that their data can never be accessed by a third party. i2N own data is encrypted when the service requires it.
• Data sanitisation process: Yes
• Data sanitisation type:
  • Explicit overwriting of storage before reallocation
  • 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: Case Manager is designed to provide easy access to data within and outside the application. The micro-services architecture facilitates interfacing through APIs including a standardised CMS interface which passes all attendance and progress data back to the CMS and the potential for customised interfaces with other customer applications. Standard reporting provides comprehensive dashboards and KPI monitoring and users are able to build their own reports and data extracts. Search screens are customisable and the data from any search can be exported to Excel.
• Data export formats:
  • CSV
  • ODF
• Data import formats:
  • CSV
  • ODF

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
  • Other
• Other protection between networks: Alongside deep inspection of protocols (Palo Alto IPS), i2N controls the logical networks that are created atop the physical cloud provider infrastrcuture. We use defence in depth approach, logically segment networks where possible, configure several firewall layers, IPSs, deep packet inspection and real time security event correlation monitoring.
• Data protection within supplier network:
  • TLS (version 1.2 or above)
  • IPsec or TLS VPN gateway
  • Legacy SSL and TLS (under version 1.2)
  • Other
• Other protection within supplier network: As well as using Private network or public sector networks, Palo Alto Firewalls and Segmentation, i2N controls the logical networks that are created atop the physical cloud provider infrastrcuture. We use defence in depth approach, we logically segment networks where possible, configure several firewall layers, IPSs, deep packet inspection and real time security event correlation monitoring.

Availability and resilience

• Guaranteed availability: I2N Guarantees high levels of availability by hand picking cloud providers which promise outstanding uptimes and high levels of accountability in their work. The minimum uptime requirement that we consider acceptable is 99.9%. We strive to ensure that on the rare occasion that downtimes does occur that the root cause of the problem is identify to prevent future occurrences. Our commitment to above and beyond levels of availability help us to ensure the highest levels of end user availability.
• Approach to resilience: Our service relies on the cloud providers capabilities, which are deployed across a number of zones (local replication), sites (datacenter replication) and regions (geo replication) offering various levels of resilience. Each zone is designed to eliminate single points of failure (such as power, network and hardware). By default, a standard service would allocate a VM in a single datacenter. The customer must then decide whether their solution requires further resilience and purchase the corresponding service level from i2N. Load balancing and autofailover are available. Customers are encouraged to ensure their solution spans multiple sites, regions or zones to ensure service continuity should a failure occur.
• Outage reporting: Outages are identified as Planned maintenance, Emergency maintenance, and platform issues. Service outage portals provide end user live feedback on outages allowing the user to know in real time without having to call the i2N support desk to ask one of our expert engineers to launch an investigation into the root cause. Email are also sent out for Planned maintenance, Emergency maintenance, and platform issues. The designated Technical Account Manager will proactively contact customers as appropriate.

Identity and authentication

• User authentication needed: Yes
• User authentication:
  • Public key authentication (including by TLS client certificate)
  • Limited access network (for example PSN)
• Access restrictions in management interfaces and support channels: Case Manager is supported by the i2N Service Desk supported by second-line Live Services support and applications support. Access to the live environment is strictly controlled to SC cleared staff on the principle of least privilege. Access is issued by security management to specific individuals for specific tasks for specific periods and controlled through rigorous authentication policies. A full audit trail of all interventions is maintained for forensic purposes.
• Access restriction testing frequency: At least every 6 months
• Management access authentication:
  • 2-factor authentication
  • Public key authentication (including by TLS client certificate)
  • Limited access network (for example PSN)

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

• ISO/IEC 27001 certification: Yes
• Who accredited the ISO/IEC 27001: Bureau Veritas UK
• ISO/IEC 27001 accreditation date: 22/01/2013
• What the ISO/IEC 27001 doesn’t cover: The scope of the Information Security Policy includes the entire company. Specifics are: all identified company assets, based in Suffolk office, the corporate communications infrastructure that supports all company business areas and functions. All staff -all employees and all Associates contracted to i2N at any time.​ All company assets are listed within the i2N Configuration Management database are considered to be within the scope of the information security policy. All company assets are included in scope of ISO27001 accreditation apart from 2 Meeting rooms located in Unit 1A, Copdock.
• ISO 28000:2007 certification: No
• CSA STAR certification: No
• PCI certification: No
• Other security certifications: Yes
• Any other security certifications:
  • Cyber Essentials Certificate of Compliance
  • I2N PSN Connection Compliance Certificate
  • Formerly MoJ-CESG PGA i2N dev, test and AGN network

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: I2N has a number of inter-connected governance frameworks in place which control how the company operates and provides its services to customers. The most relevant of these is certification to ISO/IEC27001:2013, the international standard for Information Security Management Systems. Various policies refer to: SPG016P-Acceptable use of i2N resources & assets; SIM009P – User account security instructions and password management; SIM033P-User access control instructions; SPG017P-Physical security procedures; SPG018P-Data handling procedures; SPG019P-Data access procedures; SPG020P Network access procedures; SPG022P-Change management; SPG026P-Incident management; SPG027D- Business and service continuity; SPG032P-Backup procedures; SIM011P – i2N Network Administrator SyOps; SIM039N – i2N Infrastructure Group Policies; SIM020N – Log Monitoring Guide; SPG023P Internal IS Audit Procedures; SPG029P Document Management Procedure; SPG030P Compliance Checking Procedures; SPG036P Software Patching Procedures; SPG037P Hardware Lifecycle Management; SPG038P Software Lifecycle Management; SPG042P Software Development - Testing; SPG045P Agile Software Development Policy; SPG046P Secure Services Engineering; SIM003P Illegal Working checklist; SIM034P Staff Recruitment Checklist; SIM041P Infrastructure Outage Instructions; SIM043P Acceptance into Service Checklist There are several other Technical server builds, client builds, vulnerability management, firewall controls baselined documents. All policies are covered by i2N review procedure. Policies for critical assets are reviewed six monthly and other are reviewed at least annually.

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: I2N fully tracks the status, location and configuration of service components throughout their lifetime to industry best practice. Security considerations are mandatory prior to its submission for review by the Change Advisory Board, including: User service(s), team or location impacted Risk and impact assessed. Identification of the applicable assets involved in the proposed change. Plan for change testing activities and regression testing. Assignment of appropriately qualified resources, in-line with change impact assessment tasks. Changes are only permitted where the above criteria are met, and any potential security issues are identified and properly prepared for.
• Vulnerability management type: Conforms to a recognised standard, for example CSA CCM v3.0 or SSAE-16 / ISAE 3402
• Vulnerability management approach: I2N has a process to identify threats and vulnerabilities which could have impact on the loss of the confidentiality, integrity or availability of data assets. Information with regard to technical vulnerability is sought from various sources. These include; Regular independent ITHC check, Nessus vulnerability scans and Microsoft windows alerts. Patches are deployed manually and via automated processes. i2N technical services team prioritise the mitigation of vulnerabilities based on its severity. Evidence of vulnerability management is independent validated by ISO 27001 auditors and status of the action taken against vulnerabilities is periodically assessed as part of the ITHC checks.
• Protective monitoring type: Conforms to a recognised standard, for example CSA CCM v3.0 or SSAE-16 / ISAE 3402
• Protective monitoring approach: I2N G-Cloud services are protected by the i2N Secure Operations Centre (iSOC). The iSOC delivers a full GPG-compliant logging service. All application and system logs are reviewed and alerted based on twelve core control areas documented within GPG13. The iSOC team monitors alerts displayed on consoles in the secure area, allowing i2N G-cloud Services to support active monitoring, incident identification and active response and investigative activities. Potential threats are analysed with clear escalation paths to second-level support for specific threats. Evidence of an effective protective monitoring service has been validated, assessed, and certified, multiple times by the MOJ Accreditors.
• 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: I2N has formal policies and procedures for incident management activities to identify, remediate & resolve incidents. i2N’s service desk is ISO27001 accredited and all staff are SC cleared. i2N provides ITIL compliant support for service desk tickets. The Incident Management Process are published within the on-line Customer Portal all provide clear information to customers on what a incident is and how it should be reported to the Service Desk. The Service Desk will provide a triage service for all calls and route them to i2N Application/Infrastructure Support, or third party Service Desks for incident analysis and resolution.

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: Yes
• Connected networks: Public Services Network (PSN)

Pricing

• Price: £20000 per unit per year
• Discount for educational organisations: No
• Free trial available: No

Service documents

• Pricing document (pdf)
• Skills Framework for the Information Age rate card (pdf)
• Terms and conditions (pdf)