Acuma Solutions Limited

CxO Dashboard Service

Dashboard Suite designed for borough, city and county councils to track performance organised by goal areas of growth, transportation, affordable housing, public safety, crime, emergency services, modernisation, infrastructure, population, employment, economy, environment, community and engagement. Metrics can measure costs, efficiency, safety and reliability for top executives and senior management

Features

  • KPI Driven Dashboards for C-Level Executives
  • Easy to understand metrics driven by crucial data
  • Near real time refresh availability
  • Deriving meaningful insights from operational data
  • Mobile device compatibility for on-the-go acessibility
  • Sharing and Security for targeted user groups
  • Quick turnaround time and easy customisation
  • Trend analysis and Predictive decision-making capabilities
  • Use data and insights for policy making decisions

Benefits

  • Measure performance and goal completion
  • Affect Process, Culture and Strategy
  • Check effectiveness of Human Services, Health and Education
  • Seek trends in economy, population and employment
  • Drive Recreation and culture with parks, facilities and open spaces
  • Increase environmental sustainability by providing essential environmental services
  • Increase citizen engagement and make city governance more effective
  • Keep residents safe by understanding police services, mental-health, fire-services etc.

Pricing

£5450 per unit per month

  • Education pricing available
  • Free trial available

Service documents

G-Cloud 10

196270301706044

Acuma Solutions Limited

Jonathan Eeley

0161 241 4321

bid_team@acuma.co.uk

Service scope

Service scope
Software add-on or extension Yes, but can also be used as a standalone service
What software services is the service an extension to List of dashboarding tools such as SAP Lumira, Microsoft PowerBI, Tableau, Qlik etc.
Cloud deployment model Private cloud
Service constraints A recommended client-side technical specification will be produced on a customer-by-customer basis depending on requirements. The bandwidth required for connectivity to data sources will depend mainly on the frequency of update, volumes of data; bandwidth per system with query complexity, query size, acceptable response times etc.
System requirements Standard internet browsers

User support

User support
Email or online ticketing support Email or online ticketing
Support response times Critical - Mission Critical Response time: 1 hour.
Resolution time: within 1 working day.
Priority: 1 - An Urgent issue affecting the whole user community
Response time: 1 hour. Resolution time: 24 working hours.
Priority: 2 – Issue inhibits a user.
Initial response time: 4 hours. Target resolution time: 3 working days. Priority: 3 - Issue is not seriously affecting a user.
Initial response time: 8 hours. Target resolution time: 5 working days. Priority: 4 - Cosmetic issues and information.
Initial response time: 24 hours. Target resolution time: agreed at the time of call.
User can manage status and priority of support tickets Yes
Online ticketing support accessibility WCAG 2.0 A
Phone support Yes
Phone support availability 24 hours, 7 days a week
Web chat support No
Onsite support Yes, at extra cost
Support levels The service includes a standard level of Service Management with the following features:
- Acuma Service Desk – available at standard England & Wales working hours
- Incident management including liaison with customer and agreed escalation routes
- Agreed SLAs
- Agreed maintenance windows
- Agreed change control process
- Publication and implementation of service roadmap

Standard SLAs are as follows:
Priority: Critical - Mission Critical Initial response time: 1 hour. Target resolution time: within 1 working day.
Priority: 1 - Urgent issue affecting the whole user community, requires immediate action. Initial response time: 1 hour. Target resolution time: 24 working hours.
Priority: 2 – Issue inhibits a user. Initial response time: 4 hours. Target resolution time: 3 working days.
Priority: 3 - Issue is not seriously affecting a user, does not require immediate attention. Initial response time: 8 hours. Target resolution time: 5 working days.
Priority: 4 - Cosmetic issues and information only queries. Initial response time: 24 hours. Target resolution time: as agreed at time of call.

Enhanced Service Management is also available including:-
- 24x7 support
- Out of hours support
- Weekend support
- Peak period support (e.g. month end)
Support available to third parties Yes

Onboarding and offboarding

Onboarding and offboarding
Getting started Acuma has a standard set of procedures for initiating the service. The same on-boarding process applies if the content, routines and schemas are provided by the customer or by Acuma (via Acuma’s G-Cloud Support Services).
- Agree Service options, scope and SLAs
- Agree Security model
- Configure infrastructure
- Install schema(s)
- Install integration routines
- Establish and test connectivity to data sources
- Configure user objects
- Establish and test connectivity to end users
- Load historical data
- Switch on incremental data feeds
- Start service
Service documentation Yes
Documentation formats
  • PDF
  • Other
Other documentation formats
  • MS Word
  • MS Excel
End-of-contract data extraction The Off Boarding process includes full data extraction and removal. All customer-generated data will be returned to the customer according to customer preferences for the type of media and transportation and subject to the requirements of the service Impact Level. Once the extract is verified by the customer all customer data is purged and destroyed and the service instance removed. Off Boarding costs are agreed on a customer-by-customer basis depending on data volumes, preferred media, security constraints etc.
End-of-contract process The standard set of procedures for closing the service is summarized below: - Back up all customer data (including routines) to portable storage
- Securely transfer data to the customer
- Customer validation of transferred data
- Remove service instance (i.e. no trace of customer components)
- Customer verification of service instance removal

Using the service

Using the service
Web browser interface Yes
Supported browsers
  • Internet Explorer 10
  • Internet Explorer 11
  • Microsoft Edge
  • Firefox
  • Chrome
  • Safari 9+
  • Opera
Application to install Yes
Compatible operating systems
  • Android
  • IOS
  • Linux or Unix
  • MacOS
  • Windows
Designed for use on mobile devices Yes
Differences between the mobile and desktop service The user interface for dashboards and reports on mobile will be appropriate for the device being used/required.
Accessibility standards WCAG 2.0 A
Accessibility testing Test coverage was focused on checking the application as per WCAG2.0 guidelines and we will make sure that things like validation text, zooming the text content, colour and their contrast, error identifications etc. were checked. Also, all the content of the application were accessible using the keyboard, no keyword trap was happening, focus order, page title etc. was correct.
API No
Customisation available Yes
Description of customisation The service can be fully managed and can be easily scaled up or down in terms of the number of data and users to meet changes in demand. In addition it can be quickly flexed in terms of data storage requirements and performance as needed. Business Intelligence can cover a wide range of software products and business requirements that need to be agile and have the ability to be customised when needed.

Scaling

Scaling
Independence of resources The service is based on infrastructure provided by an elastic cloud provider and guarantees a minimum set of resources in terms of CPU processing power, storage and memory. These can be scaled up temporarily or permanently as needed. Depending on availability requirements the service is provided from one or two UK Data Centers which provide Tier 3+ capabilities.

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
  • United Kingdom
  • Other locations
User control over data storage and processing locations Yes
Datacentre security standards Managed by a third party
Penetration testing frequency At least every 6 months
Penetration testing approach In-house
Protecting data at rest Physical access control, complying with another standard
Data sanitisation process Yes
Data sanitisation type Deleted data can’t be directly accessed
Equipment disposal approach A third-party destruction service

Data importing and exporting

Data importing and exporting
Data export approach Users can export their data in any number of standard formats. This will include: - CSV - Excel - Txt only - XML Other formats may be made available on an ad hoc basis.
Data export formats
  • CSV
  • ODF
  • Other
Other data export formats
  • XML
  • Txt
Data import formats
  • CSV
  • ODF
  • Other
Other data import formats
  • Xls
  • Txt
  • Xml
  • Json

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 The service includes a standard level of Service Management with the following features: - Acuma Service Desk – available at standard England & Wales working hours - Incident management including liaison with customer and agreed escalation routes - Agreed SLAs - Agreed maintenance windows - Agreed change control process with agreed maximum number of changes per month - Publication and implementation of service roadmap including any upgrades, patches etc required The calculation of Service Credits will be negotiated and agreed on a customer by customer basis to reflect the level of service required and the customer’s specific installation/configuration. A maximum of 10% of annual service fee will be placed at risk should Acuma fail to meet the mandated Availability SLA.
Approach to resilience This information is available upon request.
Outage reporting Customers will be notified of any outages and planned outages by email.

Identity and authentication

Identity and authentication
User authentication needed Yes
User authentication Username or password
Access restrictions in management interfaces and support channels The dashboards are geared towards Management and have role-based accesses. This is facilitated by row-level access in the databases.
Access restriction testing frequency At least every 6 months
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 No
Security governance certified Yes
Security governance standards Other
Other security governance standards Other security governance standards
Information security policies and processes We do a security risk analysis and feature planning. All services are secured with OAuth and JWT implementation. Microservices are secured through common service gateway with single endpoint. We perform platform security testing and application penetration testing periodically. We audit the software using security threat monitoring tools. SSL is used to encrypt data in transit, and all stored data is encrypted and stored

Operational security

Operational security
Configuration and change management standard Supplier-defined controls
Configuration and change management approach First we identify the need for the change requested, and what needs to be changed or configured. There are several layers of stakeholders that include management which both directs and finances the endeavor, champions of the process, and those who are directly charged with instituting the new normal. A road-map is then defined that includes the beginning, the route to be taken, and the goals. We also integrate resources to be leveraged, the scope or objective, and costs into the plan.
Vulnerability management type Undisclosed
Vulnerability management approach Our vulnerability management process consists of five phases: • Preparation • Vulnerability scan • Define remediating actions • Implement remediating actions • Rescan. The security officer is the owner of the vulnerability management process. The vulnerability engineer role is responsible for configuring the vulnerability scanner and scheduling the various vulnerability scans. The asset owner is responsible for the IT asset that is scanned by the vulnerability management process. This owner decides whether identified vulnerabilities are mitigated or their associated risks are accepted. An IT system engineer role is typically responsible for implementing remediation actions for detected vulnerabilities.
Protective monitoring type Undisclosed
Protective monitoring approach We work with Microsoft Azure’s protective monitoring approach for the service. We also run security tests to identify potential compromises, and if we find any, we completely move the dashboards to a separate instance of Azure. We can move to a separate instances within 24 hours of identifying a compromise.
Incident management type Undisclosed
Incident management approach Our Incident management is closely aligned with the service desk. When a service is disrupted or fails to deliver the promised performance during normal service hours, we put an effort to restore the service to normal operation as quickly as possible. Also any condition that has the potential to result in a breach or degradation of service triggers a response that prevents the actual disruption from occurring. Our incident management process includes Incident identification, logging, categorization, prioritization, diagnosis, Escalation, resolution and closure. Also Communication with the user community throughout the life of the incident.

Secure development

Secure development
Approach to secure software development best practice Supplier-defined process

Public sector networks

Public sector networks
Connection to public sector networks No

Pricing

Pricing
Price £5450 per unit per month
Discount for educational organisations Yes
Free trial available Yes
Description of free trial Acuma will make a trial-service available on an ad-hoc basis according to the requirements of customers and potential customers. Whilst trial services will generally be provided free of charge, Acuma reserves the right to negotiate a trial fee depending on the resource profile of the service required by the customer.

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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