HTK Limited

HTK Horizon: Data Driven Citizen Engagement Platform

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

Features

  • Extensive tools and built-in reports for data management and analysis
  • Multi-channel campaign management tools, including split testing
  • Comprehensive API and a range of packaged integrations
  • Real-time event processing for 'triggered' citizen communication
  • Drag-and-drop workflow builder to deliver highly personalised mobile experiences
  • Integrates with WiFi and mobile applications using Bluetooth Beacons
  • Secure and personalised web portals, content management and data capture
  • Custom Machine Learning models to derive new citizen insight
  • Integrated with best-in-class Google Cloud Artificial Intelligence tools
  • 24 x 7 x 365 operational support option

Benefits

  • Simple and scalable pricing with no large fixed license fees
  • Supports shared-use, through role-based permissions
  • Simple integration with multiple data sources [internal and IoT]
  • 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 citizen touch-points
  • An 'overlay platform', so no need to 'rip and replace'
  • Ideal for 'proof of concept' development and rapid pilot schemes
  • Encourage and incentivise the adoption of digital services.

Pricing

£500 a licence a month

Service documents

Framework

G-Cloud 12

Service ID

1 8 0 7 7 9 0 5 9 8 0 4 4 6 0

Contact

HTK Limited Marlon Bowser
Telephone: +44 (0) 870 600 2311
Email: sales@htk.co.uk

Service scope

Software add-on or extension
No
Cloud deployment model
Private cloud
Service constraints
The Horizon product portfolio is managed as an evolving set of services based on a strategic road map. Therefore there will be times when new services are deployed. Customers will be given notice of any planned downtime while the service updates are applied. In general updates are applied with minimal or zero disruption to existing customer services.
System requirements
  • Access to the Public Internet via suitable broadband connection(s)
  • Suitable web browser for User Interface access to the services.

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
Four Service Level Agreements (SLAs) are available for technical support. Each service level is priced as a percentage of the total charges for Horizon licenses and infrastructure/ hosting.
A minimum charge is applicable for each service level. i.e. in cases where the appropriately calculated percentage of Horizon licenses and infrastructure/ hosting charges is less than the minimum commitment for the chosen service level, the minimum charge will apply.

Service level Standard (No SLA)
Percentage of Horizon license and hosting charges 0%
Minimum charge per calendar month £0

Service level - Professional (UK Business Hours)
Percentage of Horizon license and hosting charges 10%
Minimum charge per calendar month £500

Service level - Enterprise (7 days per-week)
Percentage of Horizon license and hosting charges 20%
Minimum charge per calendar month £2,000

Service level - Mission Critical (24 x 365)
Percentage of Horizon license and hosting charges 30%
Minimum charge per calendar month £5,000
Support available to third parties
Yes

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

Web browser interface
Yes
Supported browsers
  • Internet Explorer 10
  • 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
There are no functional differences between the mobile and desktop versions.
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

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

Service usage metrics
Yes
Metrics types
Real-time management information available
Reporting types
  • API access
  • 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 Security Clearance (SC)

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

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

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

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

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

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

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

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
No

Pricing

Price
£500 a licence a month
Discount for educational organisations
No
Free trial available
No

Service documents