Cyber Media Solutions Ltd.

Tenant Engagement Platform

The Tenant Engagement Platform (‘TEP’) empowers local authorities and housing associations to effectively engage with their tenants and residents in a secure online environment. It supports the role of Resident Engagement Officers and Tenant Resident Associations (TRAs) and has engaging presentation inspired by popular social media platforms.

Features

  • Collaborative spaces for neighbourhood areas, topics and communities
  • Personalised home feed for tenants based on their interests
  • Intuitive editor for sharing content, images and documents with tenants
  • Threaded commenting for organic discussion and engagement
  • Integrated notification management enables tenants to set their preferences
  • Approval process for residents to create/join Tenant Resident Associations
  • Polls creation and deployment to all tenants or targeted groups
  • Create public and/or registered tenant surveys (e.g. a STAR survey)
  • Integrated map features enables tenants to pinpoint hotspot areas
  • Engagement dashboard for analysis of popular topics with CSV export

Benefits

  • A new digital channel for resident involvement and participation
  • Increase the sense of approachability for your housing association
  • Easily publish and share help and support resources with tenants
  • Capture feedback and address tenant concerns before they escalate
  • Increase resident satisfaction, trust and sense of empowerment
  • Reassure residents and tenants their voice and opinions are valued
  • Support community self-management and work of Tenant Resident Associations (TRAs)
  • Easily demonstrate ‘you said’ and ‘we did’ to residents
  • Readily assess tenant engagement by demographic, community and locality
  • Look and feel can be customised to your organisation’s brand

Pricing

£4950 per licence per year

Service documents

Framework

G-Cloud 11

Service ID

2 0 0 1 8 3 9 1 0 5 3 3 1 6 1

Contact

Cyber Media Solutions Ltd.

Tony Bonser

01785 222350

enquiries@cyber-media.co.uk

Service scope

Service scope
Software add-on or extension No
Cloud deployment model Private cloud
Service constraints No.
System requirements
  • Web browser
  • Internet / data connection

User support

User support
Email or online ticketing support Email or online ticketing
Support response times Target response times are summarised as follows. Critical Priority Level: 2 hours, High Priority Level: 4 hours, Medium Priority Level: 1 day, Low Priority Level: 2 days. Support is available Monday - Friday, 9am - 5pm (excluding Bank Holidays).
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 We operate a universal support offer for all clients identified in our SLA:
Critical priority issue (system unavailable): 2 hours
High priority issue (partially unusable, significantly affecting operation): 4 hours
Medium priority issue (aspect causing difficulty): 1 day
Low priority issue (a general question): 2 days

Support is provided at a standard cost as identified in our rates card.

We have a dedicated product support team that provide professional account management and support to clients.
Support available to third parties Yes

Onboarding and offboarding

Onboarding and offboarding
Getting started We provide high quality onsite and online training, accompanied with documentation.
Service documentation Yes
Documentation formats PDF
End-of-contract data extraction Our product features powerful reporting functionality for data extracts. We will also support the user with data migration and extraction at contract end.
End-of-contract process We will provide a complete CSV extract of service data and arrange for secure transfer to the user via an agreed secure method.

Using the service

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 The platform is fully responsive and has been designed using 'Mobile-First' methodology to ensure all key functions are available to users of smaller devices.
Service interface No
API No
Customisation available Yes
Description of customisation The platform is tailorable to individual service need in terms of features and user account permissions. The platform can also be 'skinned' with a bespoke design tailored to your organisation's individual brand and presentation requirements.

Scaling

Scaling
Independence of resources We own and operate our infrastructure in an industry leading UK datacentre. Our infrastructure features robust hardware redundancy provision and an appropriate level of server hardware is provided that exceeds demand requirements and with built in contingency. Compute resources are actively monitored, allocated and controlled to ensure service is maintained.

Analytics

Analytics
Service usage metrics Yes
Metrics types A comprehensive range of service usage metrics can be provided by the Audience Engagement Platform (AEP). For example, number of interactions, survey responses and metrics on active engagement processes.
Reporting types
  • Real-time dashboards
  • Reports on request

Resellers

Resellers
Supplier type Not a reseller

Staff security

Staff security
Staff security clearance Other security clearance
Government security clearance Up to Baseline Personnel Security Standard (BPSS)

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 Supplier-defined controls
Penetration testing frequency At least once a year
Penetration testing approach In-house
Protecting data at rest
  • 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 importing and exporting
Data export approach Data may be extracted from the platform in CSV format.
Data export formats CSV
Data import formats CSV

Data-in-transit protection

Data-in-transit protection
Data protection between buyer and supplier networks TLS (version 1.2 or above)
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 in service availability of our hosting has been, and is planned to be, better than 99.95%

We operate a transparent SLA. In all cases the times indicated are targets and we will make best endeavours to meet or exceed these targets.
Approach to resilience We own and operate our own product infrastructure in an industry leading datacentre with ISO 27001 accreditation. The datacentre is located in a former Bank of England bullion vault in central Manchester with highly resilient architecture to provide exceptional reliability and system uptime.

Cyber Media uses highly resilient Dell hardware for all physical servers connected using Cisco architecture with multiple redundant connections connected to the backbone network. The network is also multi-homed, has no single point of failure and utilises multiple 10Gbps DWDM MPLS ring networks which enter the facility diversely and separately, connecting to two separate POPs in London and Southampton to maximise performance.
Outage reporting System maintenance and upgrades are performed outside of business hours. Customers are informed of any planned service outage in advance via email. In the event of unplanned outage, customers will receive a report on the cause of the outage and its remediation.

Identity and authentication

Identity and authentication
User authentication needed Yes
User authentication
  • 2-factor authentication
  • Identity federation with existing provider (for example Google Apps)
  • Other
Other user authentication IP restricted and time-sensitive access is also offered to all our clients.
Access restrictions in management interfaces and support channels The product features secure account management features that enables configuration of user permissions throughout the system to restrict access to management interfaces (and data) by role.

In line with our Information Security Management System, all support channel users must be pre-registered by authorised contacts in order to raise support tickets.
Access restriction testing frequency At least once a year
Management access authentication
  • 2-factor 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 Yes
Any other security certifications Department of Health and Social Care IGSoC supplier reference 8HP72

Security governance

Security governance
Named board-level person responsible for service security Yes
Security governance certified No
Security governance approach We have a comprehensive approach to security governance which we manage through an Information Security Management System developed in line with ISO 27001 and Government Cyber Essentials best practice.

Our Information Security Management System is annually assessed via the Department of Health and Social Care's Information Governance Toolkit (Supplier reference 8HP72). Our overall score was 95% for 2017-18.

We are actively working towards Government Cyber Essentials Plus and formal ISO 27001 accreditation.
Information security policies and processes We operate an Information Security Management System developed in line with ISO 27001 best practice.

Our Information Security Policy (CM 0003 - Information Security Policy) is supplemented with detailed security policies and procedures that all staff receive training on, including:

• 0004 - Policy on Transfer and Receipt of Personal or Sensitive Information
• 0019 - Policy on Visitors to Cyber Media
• 0030 - Policy on the Use and Disclosure of Personal and Sensitive Information
• 0035 - Change Management and Control Policy
• 0038 - Internal ISMS Audit Policy
• 0041 - Access Control Policy
• 0043 - Network Access Policy
• 0044 - Password Policy
• 0045 - Acceptable Use Policy
• 0051 - Network Security Policy
• 0052 - Remote Access Policy
• 0053 - Mobile Computing Security Policy
• 0054 - Remote Working Policy
• 0057 - Policy on Written Contracts and Information Governance Responsibilities
• 0065 - Information Security Incident Management Policy

Operational security

Operational security
Configuration and change management standard Supplier-defined controls
Configuration and change management approach We maintain detailed change logs for all our components and services.

Significant change must be assessed through compilation of a testing plan with clear acceptance criteria and security impact assessment via a Change Request Form.

The individual responsible for testing must be identified and briefed regarding the testing they will need to undertake.

The asset owner obtains approval for the change, taking into account any technical considerations, the costs of the exercise, the potential benefits and security impact.

Once the change request is approved by the Team Manager, approval is recorded and logged (RECF0101).
Vulnerability management type Supplier-defined controls
Vulnerability management approach Our infrastructure is scanned once per month using Nessus. All new software is risk assessed in line with our software management policy. Security patches are applied within 14 days of the update being made available by a vendor. To identify potential threats the NVD and CVE databases are regularly reviewed. Public facing applications are subject to third party pen tests. Our Cisco firewalls employ next generation firewall services to mitigate against vulnerabilities.
Protective monitoring type Supplier-defined controls
Protective monitoring approach We have a multilayer approach. At the network edge the firewall contains Cisco Next Generation Firewall services (IDS/IPS). This will alert to potential indicators of compromise. We also deploy system end point protection from Symantec offering a second layer of IDS/IPS.
Incident management type Supplier-defined controls
Incident management approach We have an information security incident management policy (0065) that defines our response.
All staff will be made aware through their contract of employment, training and by their team manager of what is considered to be an incident.
Information Security weaknesses, events and incidents will be reported immediately by staff to the ISM as soon they are seen or experienced.
The ISM will also be responsible for closing out the incident. This includes reports to external authorities.

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 £4950 per licence per year
Discount for educational organisations No
Free trial available No

Service documents

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