Locata Housing Services Limited

Housing Options Homelessness, Prevention and Advice Workflow Management System

The Homelessness, Prevention and Advice system (HPA) uses Locata’s workflow providing a single integrated solution allowing step-by-step management of homeless applicant cases. From initial presentation, officers are guided through step-by-step processes, deciding on opening an Advice case using our CRM, to a Prevention Case and/or Part 7 Homelessness Application cases.

Features

  • Customer contact management
  • Customer interview management
  • Customer journal
  • Referral form for self-referrals or provider referrals
  • Letter, email and text message generation
  • Automatic email or text message alerts to clients and providers
  • Service provider and scheme management
  • Limited service provider access to manage referrals and customers
  • Custom data validation for each referral
  • Real Time Management Reporting

Benefits

  • Customised referral form
  • Intuitive approach
  • Real time monitoring
  • Active management of providers
  • Self service approach
  • Reduce administration time
  • Full security access management
  • Centralised system
  • Interview management and communication
  • Electronic alerts

Pricing

£6000 to £12000 per unit per year

Service documents

G-Cloud 9

256624254154056

Locata Housing Services Limited

Peter Riley

01895 637595

priley@locata.org.uk

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 Lettings System (Choice Based, Property Pool or Direct)
Online Registration
Housing Options
Homelessness Prevention and Advice
Cloud deployment model Private cloud
Service constraints There are no service constraints in either our planned maintenance process or hardware configurations as the service is completely configurable to their needs.
System requirements
  • Internet Access
  • Browser Software

User support

User support
Email or online ticketing support Email or online ticketing
Support response times The support site is available to registered users 24/7, telephone support Monday to Friday, 9 - 5.30 excluding bank holidays.
System is unavailable, a dedicated senior technician assigned within an hour. Operation of business disrupted, 1 hour to 5 days. Cosmetic agree change in next release.
User can manage status and priority of support tickets Yes
Online ticketing support accessibility WCAG 2.0 A
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 System is unavailable, 1 hour
Operation of business disrupted, 1 hour to 5 days
Cosmetic agree change in next release.

We deliver the same level of support to all of our customers across the board

Onsite support cost of a technical account manager is £750 per day or part thereof
Support available to third parties Yes

Onboarding and offboarding

Onboarding and offboarding
Getting started We deliver initial onsite training, supported by our online user guide website as well as full user documentation.

In addition to this we supply full training plans, training sessions and session notes are also provided.
Service documentation Yes
Documentation formats PDF
End-of-contract data extraction Customer's follow our data migration exit strategy that covers:
Agreed Times and Dates
Service Provision End Dates
Preparation of Data
Specification Provision
Cost (if incurred)
Outstanding Payments
End-of-contract process Additional cost maybe incurred if the new provider does not have the capacity or the resources to enable the data process to take place effectively. If the new provider has not enabled online data transfer protocols or if the data requirement is such that extensive re-writes of the specification is required due to change requests post agreement.

Using the service

Using the service
Web browser interface Yes
Supported browsers Internet Explorer 10+
Application to install No
Designed for use on mobile devices No
Accessibility standards WCAG 2.0 A
Accessibility testing We have tested the system with assistive technology such as browse aloud, narrator and translating tools.
API No
Customisation available Yes
Description of customisation The service described can be customised for individual client upon request. Customisation of the service is though us as a provider and is dependant on what customers want of the service provided.
The provider customises the service.

Scaling

Scaling
Independence of resources Our services are hosted on the Microsoft Cloud that manages the traffic across all of our services and provides dynamic resource's to each of our client systems as needed. This allows us to provide scalability on demand, so in effect all of our clients have as much resource as is required at any time 24/7.

Analytics

Analytics
Service usage metrics Yes
Metrics types Either google analytics for website traffic and a suite of on-board reporting tools to manage the day to day monitoring on the system itself.
Reporting types Real-time dashboards

Resellers

Resellers
Supplier type Not a reseller

Staff security

Staff security
Staff security clearance Other security clearance
Government security clearance Up to Baseline Personnel Security Standard (BPSS)

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 No
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 Another external penetration testing organisation
Protecting data at rest Physical access control, complying with CSA CCM v3.0
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 importing and exporting
Data export approach Locata prepares a file containing all data which will be available on the Locata ftp site or in individual reports that can be run on the system reporting tool. In addition to Locata providing a data warehouse file, Locata shall provide documentation and support to explain the file formats. If required, Locata shall provide up to two sets of sample files for the data requested as well as one final complete data set at the point of switchover.
Data export formats
  • CSV
  • Other
Other data export formats
  • HTML
  • XML
Data import formats
  • CSV
  • Other
Other data import formats XML

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)
  • IPsec or TLS VPN gateway

Availability and resilience

Availability and resilience
Guaranteed availability We have service level agreements ranging for 98.6% to 99.8%. In the past the system has been 99.98% available. Our aim is to provide 100% system availability and with our move to Microsoft Cloud it is currently running at 100%.

We agree compensation on a contract by contract basis and apply the required algorithm to compensation payments.
Approach to resilience Our solution is hosted on the Microsoft Cloud, with multiple servers providing failover support on both web servers and database servers. There are multiple web servers which present the web page. If one node fails, the load will be picked up by the other servers.
The same is true of the database servers, running SQL server in clustered mode, replication across servers. These servers are maintained in availability sets which our SLA’s with Microsoft are aimed at maintaining 100% availability.
The physical datacentres are EU in Northern Europe (actually the Netherlands and Ireland), They are certified to at least Tier 3. We have chosen to adopt a non-geo redundant configuration. This means the data will never be stored outside of these geographical locations.
Over and above the availability set configuration, there are transaction log backups every hour, which allow for restoration to a point in time, and full database backups every day. These backups are made to Microsoft Storage, solid state storage service, located in separate non-geo redundant locations in the EU.
Outage reporting In terms of outages all of our client websites have a public dashboard messaging service attached as do our back office system for staff. Our own business websites are used as they use a different hosting service as a fail safe. Also we use e-mail alerts as a separate channel and prime source of information dissemination.

Identity and authentication

Identity and authentication
User authentication needed Yes
User authentication Username or password
Access restrictions in management interfaces and support channels Management Access and Support is by invitation. Security works by allocating ‘roles’ and partners (organisations) to the security account for Landlords, Local Authorities and officers to enable them to access the system. Roles are automatically allocated pre determined permissions. Configured might differ slightly and there may be situations where management place permissions under different roles. Reconfirmation of all users accessing the system occurs every three months or sooner by agreement. This validation sends an email notifying users and managers of this. The email will include a link that will direct you to the system back office to validate the user.
Access restriction testing frequency At least every 6 months
Management access authentication Username or password

Audit information for users

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

Standards and certifications
ISO/IEC 27001 certification Yes
Who accredited the ISO/IEC 27001 Microsoft Cloud
ISO/IEC 27001 accreditation date 02/01/2017
What the ISO/IEC 27001 doesn’t cover Nothing is not covered
ISO 28000:2007 certification No
CSA STAR certification No
PCI certification No
Other security accreditations No

Security governance

Security governance
Named board-level person responsible for service security Yes
Security governance accreditation Yes
Security governance standards ISO/IEC 27001
Information security policies and processes Security of customer is very important. Data security standards are enforced at all points throughout the organisation. Web transactions, with both administrative and public websites are protected via SSL. Password strength is setup with our customers during scoping. For example default recommended password settings are strong passwords with minimums of 8 characters, including mixtures of special and normal characters, enforced change every 30 days, no reuse of passwords within 12 months. Adjustments for specific requirements can be made. We can also lock down access via IP address so availability is from within internal networks. Continuous security monitoring runs with alerts to attacks such as SQL injection, blocking access from IP addresses shows suspicious activity.
Database level has password information encrypted. Data transits such as file transfer is encrypted FTP or SFTP, dependent upon requirements.
Offsite backups take place daily to Microsoft Azure cloud to servers within the EU. Physical security ISO27001 accredited has Tier 3 standards with 24 hour security, no admission without appointment, photo ID and hardened physical buildings. Our security policies and any information security is reported quarterly at director level. Any concerns are handled by the managing director and reported directly to the Locata Quarterly Management Board.

Operational security

Operational security
Configuration and change management standard Supplier-defined controls
Configuration and change management approach Change Requests are logged on our support site. On receipt of a Change Request the product manager will assess the request to ensure the validity of the request. If valid,it is passed to development to assess the effort required to implement, and the impact of the change.
If the client agrees to the change, the development and testing will be factored into the corporate work plan. Dependent upon the scope of work required, either the change request documentation will be completed or a full project initiation document will be generated. The works will then be undertaken, tested and implemented.
Vulnerability management type Supplier-defined controls
Vulnerability management approach Microsoft run threat analytics on the VM detecting suspicious activity to indicate threats and sends real-time alerts for response. Syspeace on servers monitor failed login attempts and blocks the IP address if 5 failed attempts occur. We encourage customers to do independent penetration testing beyond our own. Qualys SSL Labs performs deep analysis of the SSL on the web servers. Our servers have availability sets of 2 this means patches are applied without disruption. As a web solution should there be a security issue or patches for solution the fix is
applied as soon as it has been written.
Protective monitoring type Supplier-defined controls
Protective monitoring approach Among other defences Microsoft run threat analytics on the VM to detect suspicious activity that may indicate a threat and sends real-time alerts so that we can respond. We run Syspeace on the servers that monitors failed login attempts and blocks the IP address that they come
from if there are more than 5 failed attempts. We encourage our customers to do independent penetration testing, the most recent of these was done by the Dorset scheme in the last quarter of 2016.
We use Qualys SSL Labs to perform a deep analysis of the SSL on the web servers. ???
Incident management type Supplier-defined controls
Incident management approach All login attempts are logged in the database. The session and IP address of successful logins is saved. When users successfully logs in dates of their last login and number of failed login attempts since that is displayed to them. The weblogs are saved so access to pages is audited, this contains the issuing IP address. Any update of information is logged and can be reported. This includes auditing any changes made to another user account if permissions are in place. Generated reports can be exported into excel then saved as CSV files to import into an internal SIEM solution.

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 £6000 to £12000 per unit per year
Discount for educational organisations No
Free trial available No

Documents

Documents
Pricing document View uploaded document
Skills Framework for the Information Age rate card View uploaded document
Service definition document View uploaded document
Terms and conditions document View uploaded document
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