Agile SaaS: Waste Management
Comprehensive solution for waste and recycling teams with mobile functionality and flexibility for handling routine and one off incidents. Citizens can self-serve with incident reporting and tracking of resolutions online whilst the authority has real time control over workloads, round sheets, trade and domestic collections and third party contractors.
Features
- Handles domestic, recycling, garden waste and commercial waste collection
- Handles customer contact from initiation to job completion
- Automatically generates response/update to residents
- Validates requests for service received via the website
- Mobile functionality
- Handles missed collection reporting and rescheduling
- Handles requests for special collections including bulky waste
Benefits
- Encourages channel shift
- Report on issues in real time on the move
- Deploy in contact centre, online or via automated telephony
- Saves time – feeds requests/calls automatically to the back office
- Identify service hot spots with full history
- Combine one off tasks with standard rounds
Pricing
£60 a user a month
Service documents
Request an accessible format
Framework
G-Cloud 10
Service ID
2 4 5 5 0 6 3 3 5 5 7 9 0 3 6
Contact
Agile Applications Limited
Jared Crane
Telephone: 0330 100 3675
Email: jared.crane@agileapplications.co.uk
Service scope
- Software add-on or extension
- No
- Cloud deployment model
- Hybrid cloud
- Service constraints
- No
- System requirements
- HTML 5 Browser
User support
- Email or online ticketing support
- Email or online ticketing
- Support response times
- Depends on the urgency of the question. System down response time is 1 hour, minor importance is 2 days. However, the Helpdesk system sends an email the moment a call is logged, so an immediate response is received (or within 5 minutes).
- 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
- Web chat
- Web chat support availability
- 9 to 5 (UK time), Monday to Friday
- Web chat support accessibility standard
- None or don’t know
- How the web chat support is accessible
- N/a
- Web chat accessibility testing
- N/a
- Onsite support
- Yes, at extra cost
- Support levels
-
We have 3 levels of support available:
• Standard service 9.00am to 5.30pm Monday to Friday, excluding public holidays. This is included in our stated costs.
• Extended cover from 8.00am to 8.00pm Monday to Friday, excluding public holidays, at extra cost.
• 24 hours a day cover for critical applications, at extra cost. - Support available to third parties
- Yes
Onboarding and offboarding
- Getting started
-
Agile Applications provides full project management, implementation and on-going support services, working in close partnership with your IT and Project staff. Our support services cover:
• Consultancy provided directly by Agile Applications’ staff;
• Project management before and throughout the implementation process;
• Onsite support during and immediately following “go live”;
• Account Management once the site is live;
• Help desk service with option for extended cover;
• Support via remote dial up to the client’s system;
• Training needs analysis and on/off site training.
Full technical and user documentation is provided. Our preferred approach is to provide user manuals and user help messages online. Users are also able to print the relevant help messages and effectively create their own user manual personalised to their individual role. Training is provided to ‘Super Users’ (System Admins) and ‘End Users’ by our Business Consultants and experienced Training team. These staff can provide, very quickly, answers to key questions that appear at authorities many times and have solutions to most problems, as they have seen it all in the past. Agile Applications can also provide user guides for all our software, and the system has built in help for end users also. - Service documentation
- Yes
- Documentation formats
-
- HTML
- Other
- Other documentation formats
-
- Word
- PowerPoint
- End-of-contract data extraction
- Agile Applications will provide a full export in CSV format for testing purposes. Once the customer has agreed in writing that this export comprises the full export of live data and associated file storage, the final data export will be produced in CSV format as standard (other formats by negotiation).
- End-of-contract process
- When the contract expires naturally, we will let the customer know that the exit process is underway. The process is managed via a plan delivered by a nominated Agile Project Manager working in partnership with the customer’s nominated transition manager. We expect to deliver this data within 10 working days of notice of termination. We will provide a full export in CSV format for testing purposes. Once the customer has agreed in writing that this export comprises the full export of live data and associated file storage, the final data export will be produced in CSV format as standard (other formats by negotiation). All related customer specific material is securely deleted from the hosted environment. Data is kept until full validation and sign-off by the customer. Beyond a data retention period of (a number of days agreed as per the contract) after the project work has been completed this data will be securely deleted. This work is carried out at no extra cost. However, if the customer chooses to terminate ahead of the normal contract expiry date, extra costs will be associated with the off-boarding process.
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
- In terms of Desktop and Mobile for public access (citizens) the service and features are the same, although, the user experience varies for some components and pages, for example tables with several columns would need horizontal scroll to view all the data in a mobile or small devices without wide screens.
- Accessibility standards
- None or don’t know
- Description of accessibility
- N/a
- Accessibility testing
- N/a
- API
- Yes
- What users can and can't do using the API
- Agile Applications has developed many standard integration APIs for its customer base, which would be available as part of our solution; these include: Payment Engines, Planning Portals, NLIS, Finance systems, etc. Should integration with other existing software applications be required, the Agile Applications team needs to have ready access to a technical team member who understands these applications. Key staff from both Agile Applications and the Local Authority need to be identified at an early stage and informed of requirements to ensure that deadlines are met. We work with the customer to produce a detailed specification that will be signed off by both parties. The aim is to eliminate risk to both parties in that, through consultation, the customer can ensure that they receive the deliverable they expect.
- API documentation
- Yes
- API documentation formats
- API sandbox or test environment
- No
- Customisation available
- Yes
- Description of customisation
- The solution is completely configurable not only letter templates emails and web content but the access to all information down to individual field level and processes such as letter production. The process based workflow is also fully configurable by each application type. All changes can be made by the Authority without recourse to or charge from Agile once they have had the required training
Scaling
- Independence of resources
- Customer environments are segregated and continuously monitored for performance. Where appropriate, resource configuration is altered to provide the best possible performance levels.
Analytics
- Service usage metrics
- No
Resellers
- Supplier type
- Not a reseller
Staff security
- Staff security clearance
- Staff screening not performed
- Government security clearance
- None
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
- Other
- Other data at rest protection approach
- Physical access controls, including proximity card access, CCTV & 4 digit rotary numeric lock
- 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
- The report writer solution provided will output any query straight to XML, Excel, CSV, word, HTML or PDF as required.
- Data export formats
-
- CSV
- Other
- Other data export formats
- XML
- 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
-
Hosting provider will provide a 1 hour response to service-affecting issues.
Power availability 100% including diesel generator at Hosting provider. - Approach to resilience
- Available on request.
- Outage reporting
- Via email alerts.
Identity and authentication
- User authentication needed
- Yes
- User authentication
-
- Limited access network (for example PSN)
- Username or password
- Access restrictions in management interfaces and support channels
- No user can access the system without a username, password etc, with the system offering varying levels of security (full access, view only or no access) at group or individual levels. These levels of security can be applied at module, screen, process or field levels to provide a totally configurable security regime, which can be changed as and when required by Super Users for example.
- Access restriction testing frequency
- At least every 6 months
- Management access authentication
- 2-factor authentication
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
- Between 6 months and 12 months
Standards and certifications
- ISO/IEC 27001 certification
- Yes
- Who accredited the ISO/IEC 27001
- QMS International Ltd
- ISO/IEC 27001 accreditation date
- 17th November 2015
- What the ISO/IEC 27001 doesn’t cover
- N/a
- 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
-
Our policies and processes include, but is not limited to, both internal and external audits of the following:
• Access Control Policy
• Backup Policy
• Cryptographic Controls Policy
• Data Protection Policy
• E-Mail & Internet Acceptable Usage Policy
• Information Exchange Policy
• Information Sensitivity Policy
• Laptop Policy
• Leaving Policy
• Network Systems Monitoring Policy
• Password Policy
• Phone Policy
• Recruitment Policy
• Reporting of Wrongdoing of Others Policy
• Remote Access and Mobile Computing Policy
• Security Incident Reporting Policy
• Social Networking Policy
• Virus Protection Policy
Operational security
- Configuration and change management standard
- Supplier-defined controls
- Configuration and change management approach
-
Configuration of both internal, Agile hosted and Customer hosted systems is recorded, initialed and time stamped.
For major changes Agile follows a process of documentation, including careful consideration of notification, rollback and testing. This includes review and approval before the change implementation. - Vulnerability management type
- Supplier-defined controls
- Vulnerability management approach
- Patch deployments are made to non-live systems and reviewed before being implemented on Live customer facing systems.
- Protective monitoring type
- Supplier-defined controls
- Protective monitoring approach
- Resource usage and system functionality are periodically monitored. Patterns of usage that fall outside normal thresholds are flagged for investigation with the Infrastructure team for immediate investigation.
- Incident management type
- Supplier-defined controls
- Incident management approach
- Incidents are either raised internally by members of our support team or raised externally by customers via phone, email or directly in our servicedesk portal. Procedures for any recurring incidents are implemented immediately by the support team. Escalation can be either to a higher tier of the support team, with assistance from other teams, including development or testing or to from any external supplier.
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
- Yes
- Connected networks
- Other
Pricing
- Price
- £60 a user a month
- Discount for educational organisations
- No
- Free trial available
- No