Northgate Public Services UK Limited

NPS Information@Work Enterprise SaaS

Information@Work Enterprise SaaS is a HTML 5 web-based Document Management System (EDMS) from Northgate Public Services (NPS). It delivers a document management service, provided as a pre-built, single, repository for all information, records and images whilst retaining the ability for administrators to configure to meet local needs.

Features

  • Document Capture: through standard tools with version control.
  • Back office Integration: after scoping, where appropriate APIs are available.
  • Indexing: standard departmental build, flexible labels, user-definable document types.
  • Document searching: locate/view using metadata. Wildcard search, filter, re-order.
  • Documents: navigation, manipulation (rotation, magnification, scaling), annotation tools.
  • Security: document and user security, authentication, protective marking.
  • Integrated Workflow: document distribution, processing, allocation.
  • Lifecycle management: capture, processing, revising, policy-controlled disposal where option taken.
  • Responsive HTML 5 web interface.
  • Link with physical and electronic documents, including email.

Benefits

  • Reducing paper, releasing valuable storage space and property portfolio.
  • Immediate availability of documents, provides efficient, effective service delivery.
  • Supports the adoption and extension of flexible working practices.
  • Integration removes re-keying, increasing efficiency and protecting data integrity.
  • Potential integrations to reduce client service costs.
  • Ease of use encourages stakeholders to use low-cost communication channels.
  • Enables users to work efficiently without paper.
  • Facilitates collaborative sharing of information, reducing duplication, improving data accuracy.
  • Workflow: Tools to dynamically manage and improve team workloads.

Pricing

£30 per user per month

Service documents

G-Cloud 11

182857650233225

Northgate Public Services UK Limited

Northgate Public Services Frameworks Team

08452 700353

frameworks@northgateps.com

Service scope

Service scope
Software add-on or extension No
Cloud deployment model Private cloud
Service constraints Any constraints that might be relevant to the client's requirements will be discussed and agreed with client at the time of purchase.
System requirements Latest HTML5 compliant browser with appropriate memory depending upon usage.

User support

User support
Email or online ticketing support Email or online ticketing
Support response times Target one hour within contracted support hours.
User can manage status and priority of support tickets Yes
Online ticketing support accessibility WCAG 2.1 A
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 NPS provides a support service with one level. This service is included in the standard charge for NPS Information@Work (I@W) Enterprise SaaS.
The details of the support service are:
Service is available 24x7, except for planned and emergency maintenance. Support response is available 09:00-17:30 each Business Day. NPS I@W SaaS typically achieves 99.5% availability.
The NPS I@W SaaS Administrator can log calls 24x7 online. Upon receiving Support Request, but within 4 working hours during Normal Business Hours, call will be prioritised:
P1 (Critical): service unavailable to Authorised Users.
P2 (Medium): important business function unavailable for Authorised Users.
P3 (Low): important business function affecting proportion of Authorised Users.
P4: advice, or problems affecting 1 or 2 Authorised Users.
Service Desk contacts NPS I@W Administrator to resolve issues. Where not resolved, issue is escalated to technical team.
NPS will use reasonable commercial endeavours to provide identification and resolution, obviation and/or mitigation of operational bugs/errors reported by client in NPS I@W in accordance with the following estimated target timescales:
P1: 4 working hours.
P2: 12 working hours.
P3: 24 working hours.
P4: 72 working hours.
A Client Services Manager manages the on-going relationship, cloud support engineers allocated as appropriate to resolve technical issues.
Support available to third parties No

Onboarding and offboarding

Onboarding and offboarding
Getting started Basic training is provided as part of the on-boarding process. Additional training can be purchased based on the SFIA rate card. A list of the current training courses can be provided on request alternatively NPS can carry out a scoping exercise to define training requirements and appropriate training courses, the price for which will be notified to the client in advance based upon the SFIA rate card.
Service documentation Yes
Documentation formats
  • HTML
  • PDF
End-of-contract data extraction If the client would like to extract the data, at least two months written notice prior to termination or expiry must be provided, specifying the extract requirements. NPS will carry out a Scoping Study in line with your specific requirements, based on the SFIA rate card. Following the Scoping Study we will provide a fixed price for the extraction of the data based on the SFIA rate card.
End-of-contract process All data relating to the organisation, as well as any Information@Work Enterprise SaaS data, will (unless agreed otherwise with the client) be permanently deleted from the live Information@Work Enterprise SaaS system not less than 10 working days from termination or expiry and in accordance with the legal requirement for data destruction.
If the client would like to extract the data, at least two months written notice prior to termination or expiry must be provided, specifying the extract requirements. NPS will carry out a Scoping Study in line with your specific requirements, based on the SFIA rate card. Following the Scoping Study we will provide a fixed price for the extraction of the data based on the SFIA rate card.

Using the service

Using the service
Web browser interface Yes
Supported browsers
  • Internet Explorer 10
  • Internet Explorer 11
  • Microsoft Edge
  • Chrome
Application to install No
Designed for use on mobile devices Yes
Differences between the mobile and desktop service Differences driven by device and browser support.
API No
Customisation available Yes
Description of customisation NPS Information@Work Enterprise SaaS can be configured by the clients’ administration team to define the types of documents held within the system and the metadata held for these documents. Workflow document distribution workflow rules are fully configurable by the clients’ administration team. NPS Information@Work Enterprise SaaS also supports the customisation of the metadata stored within the system and the ability to customise the information presented on key screens such as document list. This configuration and customisation is carried out through standard screens within the application and can be carried out by any users granted appropriate privileges by the client. Further customisation can be achieved in conjunction with NPS. If this is required, NPS will undertake a Scoping and Feasibility Study, the price for which will be notified to the client in advance, based upon the SFIA rate card.

Scaling

Scaling
Independence of resources Each client instance is allocated computer resources (processing power, memory and storage) in accordance with the number of users and documents to be stored. This is sized to enable users to undertake normal operational activities without affecting other users.

Analytics

Analytics
Service usage metrics No

Resellers

Resellers
Supplier type Not a reseller

Staff security

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

Asset protection

Asset protection
Knowledge of data storage and processing locations Yes
Data storage and processing locations
  • United Kingdom
  • European Economic Area (EEA)
User control over data storage and processing locations Yes
Datacentre security standards Supplier-defined controls
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 another standard
  • Scale, obfuscating techniques, or data storage sharding
Data sanitisation process Yes
Data sanitisation type Explicit overwriting of storage before reallocation
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 importing and exporting
Data export approach The client can manually export selected data, alternatively, the client must provide a specification of the export requirements. NPS will carry out a Scoping Study in line with your specific requirements. Following the Scoping Study NPS will provide a fixed price for the exporting of the require data based on the SFIA rate card.
Data export formats
  • CSV
  • Other
Other data export formats XML where relevant
Data import formats
  • CSV
  • Other
Other data import formats XML where relevant

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
  • Legacy SSL and TLS (under version 1.2)
  • Other
Other protection between networks Private MPLS circuits or equivalent
Data protection within supplier network
  • TLS (version 1.2 or above)
  • IPsec or TLS VPN gateway
  • Legacy SSL and TLS (under version 1.2)

Availability and resilience

Availability and resilience
Guaranteed availability The service is available 24x7, except for planned and emergency maintenance, with support response available between 09:00 and 17:30 each Business Day.
NPS Information at Work SaaS typically achieves or exceeds 99.5% availability, though this is not guaranteed.

NPS is fully committed to providing superior levels of service and achieving a high level of availability. However, given the limited nature of each individual contract and the relatively short contract period, it is not appropriate to include a service credit regime.
Approach to resilience There are two areas of service resilience: data centre and support.
Data Centre
The data centre housing the I@W systems is a purpose-built facility classified as Tier III+. It has separate mains power feeds from different supply lines, distributed through independent, duplicated distribution paths to each cabinet. It is designed to be fully resilient with redundant N+1 power and cooling. Services utilise highly redundant and resilient equipment, and virtual technology enables services to move to alternate hosts in the event of a host failure. Resilience is further boosted through resilient and multi-layered network infrastructure based on paired Cisco switch infrastructure. There is stringent security protection certified to ISO 27001:2013 standard. Production services located in the data centre are also protected through replication and disaster recovery services at a second data centre, providing data centre resilience.
Support
Each contract is assessed for its workload requirements and capacity is built into the supporting technical teams. Specialist shared teams provide support services located from multiple locations enabling service resilience and cover for peaks in demand. Standards, such as ITIL and Service Desk, further contribute to service quality and resilience.
Outage reporting Outages will be treated as a Major Incident (MI) and managed by the ISO20000-certified process. A named user will receive an email and SMS message notifying them of the status of the MI until resolution. The incident will also be logged on the Service Desk system where the status is also visible to the user.

Identity and authentication

Identity and authentication
User authentication needed Yes
User authentication
  • Limited access network (for example PSN)
  • Dedicated link (for example VPN)
  • Username or password
Access restrictions in management interfaces and support channels Separate networks are used for users, and for support and management purposes. These are logically separated using vlans and firewalls. All management and support staff have access via the management network and end users are excluded.
Access restriction testing frequency At least once a year
Management access authentication
  • 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 receive audit information on a regular basis
How long supplier audit data is stored for User-defined
How long system logs are stored for At least 12 months

Standards and certifications

Standards and certifications
ISO/IEC 27001 certification Yes
Who accredited the ISO/IEC 27001 BSI
ISO/IEC 27001 accreditation date 28/03/2018; valid until June 2021. Certificate IS 598449.
What the ISO/IEC 27001 doesn’t cover The NPS Information Security Management System (ISMS) is registered to ISO 27001 and therefore audited by BSI at least annually. All NPS staff are required to comply with the ISMS.
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
  • ISO/IEC 27001
  • Other
Other security governance standards ISO9001, BS1008, IS022301, ISO2000
Information security policies and processes All of our services and processes are carried out in compliance with our ISO27001:2013 certified Information Security Management System (ISMS). The ISMS is supported by a comprehensive set of standards and policies. All staff undertake mandatory annual security and data protection awareness training to ensure they are familiar at all times of the importance of operating in a secure fashion and of the policies in place.
The NPS Senior Information Risk Owner (SIRO) operates at board level and has overall responsibility and accountability for all aspect of security governance. The SIRO is supported by an Information Security Steering Group (ISSG) which is headed by the Security Manager and has representatives from all areas within the organisation. The ISSG is responsible for agreeing policies with the SIRO and ensuring they are implemented across the business.
An operational Security Working Group (SWG) is responsible managing any incidents that may occur and in an advisory capacity to provide advice and guidance to the organisation.

Operational security

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 We have an ISO20000 certified service management system. The components of the service are created as Configuration Items and added to our Configuration Management Database when the Change Request has been completed. As part of the Change Management Process, when future Changes affect the components our CMDB is updated accordingly throughout the lifetime, up to and including decommissioning and disposal.
We hold a weekly Technical Change Advisory Board, which is attended by at least one member of the Security Team, who will assess any security implications.
Vulnerability management type Supplier-defined controls
Vulnerability management approach We have Symantec Endpoint Protection anti-virus software installed that assesses potential threats to our services. We deploy patches to our services in a timely manner. Critical security patches are applied as soon as possible, and all other patching is done on a quarterly cycle. Our Security Team has signed up to various security alert subscriptions, who alert us to potential threats that may affect our services.
Protective monitoring type Supplier-defined controls
Protective monitoring approach We use the protective monitoring tool LogRhythm to identify potential compromises. We have a team of Security Administrators who regularly review the audit logs and take relevant action.
When a potential compromise has been identified, it is reviewed by the Security Team and an investigation is carried out. This may result in a Major Incident or a Service Change being raised, and these are managed in accordance with the relevant process.
Speed of incident response is dependent on the severity, any critical incidents are prioritised and an emergency remedial plan will be put in place.
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 Incident Management is part of our ISO20000 certified Service Management system.
All incidents are handled within the same process. Users report incidents through the Service Desk, and a Security Incident document is then raised. This is reviewed by the Security Team and is managed in accordance with the Incident Management Process.
At regular times Incident Reports are provided to the user, and once the Incident is closed a full report is produced which is used to identify any lessons learnt.

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 Yes
Connected networks
  • Public Services Network (PSN)
  • Police National Network (PNN)
  • NHS Network (N3)

Pricing

Pricing
Price £30 per user per month
Discount for educational organisations No
Free trial available No

Service documents

pdf document: Pricing document pdf document: Skills Framework for the Information Age rate card pdf document: Service definition document pdf document: Terms and conditions pdf document: Modern Slavery statement
Service documents
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