GRANICUS-FIRMSTEP LIMITED

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.

Features

  • 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

Benefits

  • 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

Pricing

£5500 per unit per year

Service documents

G-Cloud 11

254110105654097

GRANICUS-FIRMSTEP LIMITED

Ian Roberts

0845 467 2971

uk-sales@granicus.com

Service scope

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 None
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

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 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 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 Yes

Onboarding and offboarding

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 Yes
Documentation formats HTML
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

Using the service
Web browser interface Yes
Supported browsers
  • Internet Explorer 9
  • Internet Explorer 10
  • Internet Explorer 11
  • Microsoft Edge
  • Firefox
  • Chrome
  • Safari 9+
  • Opera
Application to install No
Designed for use on mobile devices Yes
Differences between the mobile and desktop service The solution is fully mobile responsive out of the box
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
API Yes
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 Yes
API documentation formats
  • HTML
  • PDF
API sandbox or test environment Yes
Customisation available Yes
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.

Scaling

Scaling
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.

Analytics

Analytics
Service usage metrics Yes
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

Resellers

Resellers
Supplier type Not a reseller

Staff security

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

Asset protection

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 ‘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 Yes
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 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-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

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

Identity and authentication
User authentication needed Yes
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

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 User-defined

Standards and certifications

Standards and certifications
ISO/IEC 27001 certification Yes
Who accredited the ISO/IEC 27001 BSI
ISO/IEC 27001 accreditation date 21/03/2017
What the ISO/IEC 27001 doesn’t cover Available on request
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 Yes
Security governance standards ISO/IEC 27001
Information security policies and processes ISO27001:2013

Operational security

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 Undisclosed
Protective monitoring approach Available on Request
Incident management type Supplier-defined controls
Incident management approach Inline with ISO27001:2013

Secure development

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

Public sector networks
Connection to public sector networks No

Pricing

Pricing
Price £5500 per unit per year
Discount for educational organisations No
Free trial available No

Service documents

pdf document: Pricing document pdf document: Skills Framework for the Information Age rate card pdf document: Service definition document pdf document: Terms and conditions
Service documents
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