Firmstep CMS

CMS is available to all platform customers, this solution is an ideal way to refresh your web presence, increase channel-shift and reduce costs. This is an open source distribution powered on Drupal. Hosted on AWS cloud infrastructure and Supported by Firmstep. Typically for both public website and internal intranet.


  • Opportunity to refresh web presence, quickly and easily
  • Provide a staff-intranet if required as well a customer website
  • Reduce costs – Firmstep CMS has no licence fee
  • Be part of a large global open source Drupal community
  • A modern, attractive and elegant mobile responsive theme by default
  • Avoid developing a site from scratch with the Firmstep-Drupal distribution
  • Access tested new features/modules as they enter the distribution
  • Puts the client in more control than traditional CMS vendors
  • Attractive mobile-responsive themes available at no extra cost


  • Mobile responsive theme
  • Excellent site search features public
  • Fantastic site performance
  • Powerful new site menu model – works on ‘related content’
  • Drupal has an excellent ‘WYSIWYG’ interface for content management
  • Includes the ‘workbench’ module for safely rolling out devolved authoring
  • Hosting, SLA, uptime support and security patching provided by Firmstep
  • Firmstep project services available to help the transition
  • Firmstep can provide multiple environments such as Development and Live


£5500 per unit per year

Service documents


G-Cloud 11

Service ID

2 5 4 1 1 0 1 0 5 6 5 4 0 9 7



Asim Ali

0845 467 2971

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
Forms, Service, Offline Forms, MyAccount, SSO, Queuing, Web chat, Shared Digital Workspace, Calendar Integration, Business portal, Members portal, Kiosks, govDelivery
Cloud deployment model
Public cloud
Service constraints
System requirements
  • VM / server provision for LIM and FAM Modules
  • DB Provision of data collected
  • Supported Web-browsers
  • Working LAN, firewall and Internet Connectivity

User support

Email or online ticketing support
Email or online ticketing
Support response times
Please see the Firmstep License Agreement for details of our response times
User can manage status and priority of support tickets
Online ticketing support accessibility
None or don’t know
Phone support
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
WCAG 2.1 AA or EN 301 549
Web chat accessibility testing
Our support web chat has been provided by a 3rd party. The solution is WCAG 2.1 A compliant
Onsite support
Yes, at extra cost
Support levels
Support is standard and included in the license
All customers enjoy the same excellent level of support
Each customer has a dedicated Account Manager and full assess to support services, as well as:

• Regular product conferences
• Annual User conferences
• Product videos
• Facilitating of sharing and networking across the users.
• Engagement with our Benefits Realisation Framework program
Support available to third parties

Onboarding and offboarding

Getting started
Firmstep deliver our projects in a managed way, depending on the scope and customer requirements. Typically we provide project management, help to adopt our environments, onsite workshop training, floor walking, development and technical consultant call off services
Service documentation
Documentation formats
End-of-contract data extraction
Data is normally provided automatically every night anyway.
If this is not the case the customer can request the data as a one off on a specific date at no cost.

The format is SQL.
End-of-contract process
The contract will end at the point the the license expires, unless a renewal is agreed.

The license includes, the purchased software / modules / apps
The hosting arrangements, all product updates and standard support arrangements.

Using the service

Web browser interface
Supported browsers
  • Internet Explorer 9
  • Internet Explorer 10
  • Internet Explorer 11
  • Microsoft Edge
  • Firefox
  • Chrome
  • Safari 9+
  • Opera
Application to install
Designed for use on mobile devices
Differences between the mobile and desktop service
The solution is fully mobile responsive out of the box
Service interface
Description of service interface
GUI's for administration
Accessibility standards
WCAG 2.1 AA or EN 301 549
Accessibility testing
Tested with visually impaired users
AA standards upheld to work with web browser screen readers
What users can and can't do using the API
APIs are open and standard. These are available and documented on request.

Typically, the type of integration falls under these categories, which are all supported:
· API directly (direct or via web-service wrapper)
· Central data deposit (tactical database)
· Out-of-the-box integrations
· Integration to 3rd party middleware
· SSO to present other portals within Self

Furthermore, commonly used Firmstep APIs include:
·       Render Control Web Service
·       Start Thread API
·       Fill Task API
·       Form Data API
·       Telephony Integrations
·       Consuming 3rd party systems
·       LLPG Data
·       Bookings API
·       API Broker
API documentation
API documentation formats
  • HTML
  • PDF
API sandbox or test environment
Customisation available
Description of customisation
The Firmstep platform is locally configurable through intuitive administration GUIs, via restricted access permissions.
No coding is required, but we do support local plugins of RAW HTML, Java etc for clients to deliver custom aspects if needed.


Independence of resources
The solution is hosted on AWS Elastic Computing (EC2) services, which ensures the platform can dynamically scale with demand. AWS EC2 reduces the time required to obtain and boot new server instances to minutes, allowing us to quickly scale capacity, both up and down, as our requirements change. This is essential for Firmstep which is a wide scale multi-tenanted platform, currently handling over 1million transactions per month.


Service usage metrics
Metrics types
Firmstep provide
- Full data extract (SQL) provided overnight
- Access to Google Analytics - web reports
- Service product performance reports (HTLM with CSV download)
- Native in Forms product reporting
- Customer Network - data for benchmarking with the community
Reporting types
  • API access
  • Real-time dashboards
  • Regular reports
  • Reports on request


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
Data storage and processing locations
  • United Kingdom
  • European Economic Area (EEA)
User control over data storage and processing locations
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
‘IT Health Check’ performed by a Tigerscheme qualified provider or a CREST-approved service provider
Protecting data at rest
Physical access control, complying with SSAE-16 / ISAE 3402
Data sanitisation process
Data sanitisation type
  • Explicit overwriting of storage before reallocation
  • 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
Via the secure LIM module
Data export formats
  • CSV
  • Other
Other data export formats
  • SQL
  • JSON
  • XML
Data import formats
  • CSV
  • Other
Other data import formats
  • SQL
  • PDF
  • XML
  • JSON

Data-in-transit protection

Data protection between buyer and supplier networks
  • TLS (version 1.2 or above)
  • Legacy SSL and TLS (under version 1.2)
  • Other
Other protection between networks
Custom AES-256 encryption
Data protection within supplier network
  • TLS (version 1.2 or above)
  • Legacy SSL and TLS (under version 1.2)
  • Other
Other protection within supplier network
Security at network infrastructure level

Availability and resilience

Guaranteed availability
Availability guaranteed at 99.95%
Approach to resilience
Available on request
Outage reporting
Via our customer portal Forum, which users can subscribe to for alerts.

Identity and authentication

User authentication needed
User authentication
  • 2-factor authentication
  • Identity federation with existing provider (for example Google Apps)
  • Username or password
Access restrictions in management interfaces and support channels
Access restricted by individual user accounts and role based access controls.

Access to management interfaces controlled via two factor authentication / access via SSH bastion host.
Access restriction testing frequency
At least every 6 months
Management access authentication
  • 2-factor authentication
  • Identity federation with existing provider (for example Google Apps)
  • Username or password

Audit information for users

Access to user activity audit information
You control when users can access audit information
How long user audit data is stored for
Less than 1 month
Access to supplier activity audit information
You control when users can access audit information
How long supplier audit data is stored for
Less than 1 month
How long system logs are stored for

Standards and certifications

ISO/IEC 27001 certification
Who accredited the ISO/IEC 27001
ISO/IEC 27001 accreditation date
What the ISO/IEC 27001 doesn’t cover
Available on request
ISO 28000:2007 certification
CSA STAR certification
PCI certification
Other security certifications

Security governance

Named board-level person responsible for service security
Security governance certified
Security governance standards
ISO/IEC 27001
Information security policies and processes

Operational security

Configuration and change management standard
Supplier-defined controls
Configuration and change management approach
Available on Request
Vulnerability management type
Supplier-defined controls
Vulnerability management approach
Available on Request
Protective monitoring type
Protective monitoring approach
Available on Request
Incident management type
Supplier-defined controls
Incident management approach
Inline with ISO27001:2013

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


£5500 per unit per year
Discount for educational organisations
Free trial available

Service documents

Return to top ↑