This is Focus Ltd

Care Leavers App

The Care Leavers App is being used by local authorities to publish a local offer for their care leavers. The App provides information, advice and guidance on a 24/7 basis, without the need for an internet connection and helps support care leavers as they move to independent living.

Features

  • Customisable by each local authority
  • Requires no internet / wifi to function
  • Updateable pages of information, advice and guidance
  • Searchable listings of events and local services
  • Translation of content into over 100 languages
  • Reporting and analytics on app usage
  • Mini address book for storing contact details
  • Secure web-based content management system for updating content
  • Favourites listing

Benefits

  • Meet new duties from Children and Social Work Act
  • Publish a local offer for care leavers
  • ISO9001:2015 certified
  • Provides care leavers with information and advice 24/7 basis
  • Available for iOS and Android devices
  • No limits on users, downloads or admin users
  • Training for administration staff included
  • Use syndicated content from our content partners

Pricing

£5000 to £8000 per unit

Service documents

G-Cloud 10

228853940878589

This is Focus Ltd

Simon Newing

01179498008

simon.newing@thisisfocus.co.uk

Service scope

Service scope
Software add-on or extension No
Cloud deployment model Public cloud
Service constraints The Care Leavers App is available for iOS and Android platforms.
System requirements
  • IOS v6+
  • Android v4+
  • Internet / wifi for App install and setup

User support

User support
Email or online ticketing support Email or online ticketing
Support response times Support queries are generally acknowledged within one business day.
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 No
Onsite support Onsite support
Support levels Technical support is available:
Monday to Thursday 9am to 5.30pm
Friday 9am to 5pm.

Weekend, out of hours and support during bank holidays is not available.

Support is provided to local authority administration teams, rather than App end users.

Urgent support enquiries that prevent our software from operating (and are within our control) are responded to within four business hours and as priority over other tasks. Other non-urgent support queries are
responded to within two working days but usually much quicker.

Support can be raised through email or phone through our account management team. All queries are logged, tracked and audited through our internal project and task management system and following our ISO9001 processes.

Technical support forms part of our annual account management package which is priced £4000 annually.
Support available to third parties Yes

Onboarding and offboarding

Onboarding and offboarding
Getting started The main elements required to start the service are training and content and data loading.

Some content is available for local authorities to use through our syndicated partners.

A single training session for the web-based administration system is included with all new contracts and can take place on-site, at our Bristol office or remotely across the internet. In our experience training usually takes around one half day.

Alongside training, several other sources of help are available. All administration systems are supplied with a library of screencasts - short videos that take users through every day tasks ‘step by step’ - and printed documentation and user guides. We also have an account management team ready to provide help, assistance and answers to any questions.

We can also assist with content and data loading.
Service documentation Yes
Documentation formats
  • HTML
  • PDF
  • Other
Other documentation formats Video
End-of-contract data extraction Data is available for export through the administration system. Other data can be exported on request by our support team.
End-of-contract process Clients can choose to continue to use the service. Ongoing costs that cover technical support and account management apply whilst the service is being used.

Any data that requires extraction and returning to the client will be done so on request.

Clients are granted a licence to use our software rather than owning any software, IPR or copyright and that licence, along with any associated services, ends when the contract does. Content will be removed at end of contract and although Apps may remain installed and functional on end devices, there will be no content served.

Using the service

Using the service
Web browser interface No
Application to install Yes
Compatible operating systems
  • Android
  • IOS
Designed for use on mobile devices Yes
Differences between the mobile and desktop service The App is designed to work on mobile smartphones and tablets, rather than desktop
Accessibility standards WCAG 2.0 A
Accessibility testing Tested with device in-built accessibility features, such as text to speech and zooming.
API No
Customisation available Yes
Description of customisation The 'look and feel' of the Care Leavers App, including the name, can be customised in line with any branding or corporate requirements.

All content within the App can be customised by each local authority.

Any customisation is usually discussed with the account management team to assess implications on cost and timescales.

Scaling

Scaling
Independence of resources Not applicable to App-based service.

Analytics

Analytics
Service usage metrics Yes
Metrics types Analytics on App downloads and usage are available through the administration dashboard and monthly reports. Statistics include number of downloads, popular areas of content, average time spent using the App, language counts and average number of pages viewed per session.
Reporting types
  • API access
  • Real-time dashboards
  • Regular reports
  • Reports on request

Resellers

Resellers
Supplier type Not a reseller

Staff security

Staff security
Staff security clearance Staff screening not performed
Government security clearance None

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 Complies with a recognised standard (for example CSA CCM version 3.0)
Penetration testing frequency Less than once a year
Penetration testing approach In-house
Protecting data at rest Encryption of all physical media
Data sanitisation process No
Equipment disposal approach A third-party destruction service

Data importing and exporting

Data importing and exporting
Data export approach Data is available for export through the administration system. Other data can be exported on request by our support team.
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)

Availability and resilience

Availability and resilience
Guaranteed availability Generally availability of Apps depends on individuals devices and third parties such as Apple's App Store and Google Play.
Approach to resilience Not applicable to Apps.
Outage reporting Outages are generally dependent on the individuals device and third party vendors such as Apple and Google.

Any service-wide outages, including those that might affect the web-based administration area, are reported to our technical team via email and SMS text messaging.

Identity and authentication

Identity and authentication
User authentication needed No
Access restrictions in management interfaces and support channels Management interfaces are accessed only by authorised account holders with appropriate login details. All login attempts are logged and suspicious logins investigated.
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

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 At least 12 months
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 At least 12 months

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 Yes
Security governance certified No
Security governance approach Largely the responsibility of external parties hosting the App, such as Apple and Google
Information security policies and processes Largely the responsibility of external parties who host the App, such as Apple and Google.

Operational security

Operational security
Configuration and change management standard Supplier-defined controls
Configuration and change management approach Changes are managed using our ISO9001:2015 accredited processes.

App development is version controlled and managed using GIT. All code is peer reviewed by senior technical staff before deployment and automated tests are used to spot code errors or any code that could compromise security.
Vulnerability management type Supplier-defined controls
Vulnerability management approach Vulnerability management are controlled by third parties such as technology vendors (Apple, Google etc).
Protective monitoring type Supplier-defined controls
Protective monitoring approach Automated tests are used to identify potential compromises along with peer review of code by senior members of the technical team.

Any compromises are addressed immediately.
Incident management type Supplier-defined controls
Incident management approach Incident management forms part of our ISO9001:2015 business processes including Disaster, Business Recovery and Back-Up Policies.

Incidents can be reported direct to the team through phone or email.

Any lessons learned are discussed for inclusion in ISO policy.

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 £5000 to £8000 per unit
Discount for educational organisations No
Free trial available No

Documents

Documents
Pricing document View uploaded document
Service definition document View uploaded document
Terms and conditions document View uploaded document
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