Housing Insight Ltd

PanConnect Customer Self Service Portal & App

PanConnect’s Customer Self Service gives tenants, applicants, staff, third parties, guests, board members and other role types, access to all relevant information based on their role type. This includes rent statements, arrears, repairs, booking system, important literature/documents, local events, etc. The portal is fully customisable including organisation branding/theming.

Features

  • Integration with multiple systems
  • Customer Engagement
  • Data Collection
  • Customisable
  • Online payments
  • Fault and Repair reporting
  • Low skill level

Benefits

  • Personalised messaging to users
  • Positive experience and 24/7
  • Ability to manage content
  • Create efficiencies such as reducing arrears
  • Reduce help desk / call centre workload

Pricing

£5000 to £30000 per licence per year

Service documents

Framework

G-Cloud 11

Service ID

2 5 2 1 1 4 8 2 5 4 7 4 0 2 9

Contact

Housing Insight Ltd

Katrina Heyworth

0208 191 7050

sales@housing-insight.co.uk

Service scope

Software add-on or extension
No
Cloud deployment model
Private cloud
Service constraints
None. Our service works with multiple systems, including many at the same time. It is also not device dependant and will work on multiple platforms
System requirements
None

User support

Email or online ticketing support
Email or online ticketing
Support response times
Our helpdesk operates as standard 8am to 6pm Monday to Friday excluding Bank Holidays. The Helpdesk is staffed by 8 full-time engineers who operate a tiered service with 1st to 3rd line support. Out of hours support is available from extended hours and weekends through to a full 24x7 basis and is subject to additional costs. Service reviews are run on a quarterly basis to discuss comprehensive reports and incident resolutions against the SLA.
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 have 3 options for Support.
S1 - Standard: Working hours, Monday - Friday included in the pricing

S2 - Standard plus weekends (POA depending on organisation size)

S3 - Standard, weekends and set hours on site (POA depending on organisation size)
Support available to third parties
No

Onboarding and offboarding

Getting started
Included as part of the project are training sessions. Train the trainer days will be allocated and the organsiation will need to provide resources for these sessions. Sessions will include training on the basic usage of the app and portal from the user perspective but in addition will include training on and changes needing to be made without the need to raise support tickets.
System Config documentation will be provided along with FAQ's and help and advice on successful roll outs
Service documentation
Yes
Documentation formats
PDF
End-of-contract data extraction
Following an end of contract process. We provide regular or one-off data warehousing and/or end-of-contract archiving and export. These can be provided in a variety of formats, including Microsoft SQL Server or SQLite files. Or alternatively as .csv files.
End-of-contract process
Once notice has been submitted, an end of contract process will be started to determine the needs of the customer. If the customer is intending on switching off the service completely then this will be planned into a BRD and a date and time scheduled. If the customer intends on moving to another provider and requires some on the data then we will give the customer access for a set time period at no additional cost and allow them access to transfer the data required in the required format with the assistance of our project team.

Using the service

Web browser interface
Yes
Supported browsers
  • Internet Explorer 7
  • Internet Explorer 8
  • Internet Explorer 9
  • Internet Explorer 10
  • Internet Explorer 11
  • Microsoft Edge
  • Firefox
  • Chrome
  • Safari 9+
  • Opera
Application to install
Yes
Compatible operating systems
  • Android
  • IOS
  • Windows
Designed for use on mobile devices
Yes
Differences between the mobile and desktop service
None - other than responsive layout changes (automatic). Our portal can be accessed via any relatively modern web browser and or via a mobile app that is installed from the platform app store (Google Play Store, Apple iTunes App Store, etc)
Service interface
Yes
Description of service interface
There is a mobile app for Android (phones + tablets) and Apple iOS devices (iPhone + iPad). In addition there is a web based portal that is accessible via any relatively modern web browser.
Accessibility standards
WCAG 2.1 A
Accessibility testing
Accessibility is key for our product. The same look and feel no matter how accessed and limiting to 3 clicks to reach any page is a focus for us. We have many users of the portal via different organisations across a broad spectrum of needs. We also offer the use of a third party accessibility bar which can be purchased and implemented to users of specific needs such as hard of sight.
API
No
Customisation available
Yes
Description of customisation
Design of the portal can be customised to match colour and branding of the organisation. Also language, terminology, iconography and other general phrasing of screens can be customised, including but not limited to the content in each tile.

At the start of the project, we complete the customisation along with the instructions of the organisation. All customisations are fully change controlled through our version control system. In the future, the organisation will be given the tools to do certain elements themselves.

Scaling

Independence of resources
Each customer is set up as individual and will place no baring on users.

Analytics

Service usage metrics
Yes
Metrics types
Provided is a user reporting database, with which, each organisation can access metrics to enable them to gain insight into customer experience, areas that they use most, log in's and registrations.
Reporting types
  • Real-time dashboards
  • Regular reports

Resellers

Supplier type
Not a reseller

Staff security

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

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
Complies with a recognised standard (for example CSA CCM version 3.0)
Penetration testing frequency
At least once a year
Penetration testing approach
In-house
Protecting data at rest
Physical access control, complying with SSAE-16 / ISAE 3402
Data sanitisation process
Yes
Data sanitisation type
Deleted data can’t be directly accessed
Equipment disposal approach
In-house destruction process

Data importing and exporting

Data export approach
Datakit is Panconnect’s integration tool for back-office systems. Datakit installations on the CPR require a Windows machine, of at least Windows 7 or higher.
Data export formats
CSV
Data import formats
CSV

Data-in-transit protection

Data protection between buyer and supplier networks
Private network or public sector network
Data protection within supplier network
IPsec or TLS VPN gateway

Availability and resilience

Guaranteed availability
Helpdesk: Helpdesk services will be provided by Housing Insight and operates as standard 8am to 6pm Monday to Friday excluding Bank Holidays. The Helpdesk is staffed by 8 full-time engineers who operate a tiered service with 1st to 3rd line support. Out of hours support is available from extended hours and weekends through to a full 24x7 basis and is subject to additional costs. Service reviews are run on a quarterly basis to discuss comprehensive reports and incident resolutions against the SLA.
Business Continuity: The MS Azure hosted environment keeps data in Western Europe with auto-failover, providing location independence and ensures the continued availability of the services in the event of a failure. Where for any reason the back office network has any problems the hosted environment becomes self-sufficient and any data updated in the cloud is queued using the Azure service bus to be passed to the local system when the network connectivity is established again. This means that Azure can ensure an almost 100% uptime with its failover process 24 hours a day 7 days a week
Approach to resilience
The Microsoft Azure hosted environment keeps data in UK South with auto-failover, providing location independence and ensures the continued availability of the services in the event of a failure. Where for any reason the back office network has any problems the hosted environment becomes self-sufficient and any data updated in the cloud is queued using the Azure Service Bus to be passed to the local system when the network connectivity is established again. This means that Azure can ensure an almost 100% uptime with its failover process 24 hours a day 7 days a week.

Further data centre setup details are available on request.
Outage reporting
Email alerts are given to each customer should there be any outages

Identity and authentication

User authentication needed
Yes
User authentication
  • 2-factor authentication
  • Username or password
Access restrictions in management interfaces and support channels
Our system is end user / customer facing. As a role based registration and sign in, the system is configured with a unique rule set to determine the access of information by the sign in credentials used. Restrictions are therefore decided by the organisation
Access restriction testing frequency
At least once a year
Management access authentication
Username or password

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 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

ISO/IEC 27001 certification
No
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
Each department of the business follow different processes for security. It is policy for the operating officer to assess each incident, determine the level of response, ensure the response is proportionate to the threat and inform external bodies or data subjects as required.
It is policy to review all incidents for lessons learned and to identify improvements in policies and procedures.
The responsibility for reporting incidents lies with staff, and each staff member reports to their line manager. If this is not possible it is escalated to the next manager available. The manager then reports to the director and the director to the operating officer.
Regular training sessions and team building exercise ensure policies are followed and reviewed regularly and include feedback from any previous incidents.

Operational security

Configuration and change management standard
Supplier-defined controls
Configuration and change management approach
All changes are staged through three phases of lifecycle: development, test and finally "live" systems.

All changes are fully version controlled using the "Git" version control system. This allows rollback to previous versions and configurations of the system.

All changes are reviewed by team members, of varying seniority, to ensure quality and security.
Vulnerability management type
Supplier-defined controls
Vulnerability management approach
We are members of the CVE public disclosures mailing list, as well as the UK government's NCSC "CiSP" private forum. Our engineers monitor these sources for attack vectors that may affect our systems and respond accordingly - whether by deploying patches, or implementing alternate mitigations when appropriate.
Protective monitoring type
Supplier-defined controls
Protective monitoring approach
We use log analysis to detect attempted compromises (or worse). In the event of a breach we contact and work with the affected customer(s) to respond to the situation as it requires. Security breaches would be dealt with the moment that they are discovered.
Incident management type
Supplier-defined controls
Incident management approach
All customers are given pre-defined processes for common events as part of their onboarding documentation. Users report incidents to the organisation helpdesk, these are then sent to Housing Insight via a support ticket. A log is created real time and the incident is then dealt with defined by the SLA in place. Incident reports are given on closure of the ticket and with a description of fault and fix put in place

Secure development

Approach to secure software development best practice
Conforms to a recognised standard, but self-assessed

Public sector networks

Connection to public sector networks
No

Pricing

Price
£5000 to £30000 per licence per year
Discount for educational organisations
No
Free trial available
No

Service documents

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