Northgate Public Services UK Limited


NPS CONNECT SaaS comprises POLE (Person, Object, Location and Events data) Services with core module packages which provide the following functionality: Investigation and Intelligence and Custody and Case Preparation with optional modules for Mobile, Partner Platform, Public Engagement, Property Management, Digital Asset Management, Missing Persons and Digital Evidence.


  • A performant and extensible POLE Data Store.
  • POLE Search User Interface (simple, intermediate and complex searches).
  • Secure data management web services.
  • Comprehensive role and data (record) level access control.
  • Accessible Search web services.
  • Electronic document storage.
  • Digital data storage.
  • Management Information (MI) and reporting facilities.
  • Comprehensive functional Role-Based Access Control (RBAC) and data (record) security.
  • Inbuilt configuration and maintenance functionality.


  • Create, edit and submit a MOPI compliant Police Information Report.
  • Record Stop, Account Stop and Search contacts.
  • Attach/link documents, images and selected other file types to reports.
  • Manage warrants; creation and management of Court and Police warrants.
  • Create, edit and submit categories of Crime Report.
  • Automated alerts so custody staff are aware of impending events.
  • Interfaces national partner systems, namely PNC, Libra (Courts), TWIF (CPS).
  • A whiteboard for custody cell management.
  • Case preparation workflows utilising work queues reminders, escalations and reports.
  • Standard MG form creation facility.


£4 per user per month

Service documents

G-Cloud 11


Northgate Public Services UK Limited

Northgate Public Services Frameworks Team

08452 700353

Service scope

Service scope
Software add-on or extension No
Cloud deployment model Private cloud
Service constraints CONNECT provides for the creation of user profiles and therefore the management and administration of user access. In order for those Authorised Users set up within CONNECT to access the service, such users must have a user profile within an external directory/authentication service such as a Forces AD/FSAD or the National “IAM” (Identity Access Management) system. This facilitates a single sign on to all authorised systems associated with CONNECT. Customisations are achieved through changes to the configuration however there are application rules in place to ensure users cannot apply customisations that would result in breaches of statutory process
System requirements Not applicable.

User support

User support
Email or online ticketing support Email or online ticketing
Support response times Email : 1 hour target for logging
Once logged regardless of source, response can be expected in line with response SLA target
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 24 hours, 7 days a week
Web chat support No
Onsite support Yes, at extra cost
Support levels Service is available 24x7, except for planned/emergency maintenance. Normal Support Hours are Monday-Friday 09:00-17:00 (eight hours) excluding bank holidays except for P1 and P2 calls which are progressed 24x7x365. A Client Services Manager will be allocated to manage the on-going relationship. Support calls are logged via online, telephone or email. Upon receiving a support call it will be prioritised as below:
•P1 (Critical), complete live system failure.
•P2 (High), some parts of the service are non-functional.
•P3 (Medium), system is available at the expense of some inconvenience.
•P4 (Low), unavailability of system administration functions.
•P5 (Service Request), advice and guidance.
The NPS Service Desk will attempt to resolve issues at first contact. Where not possible, the issue will be escalated to the appropriate technical support team. NPS will use reasonable commercial endeavours to provide resolution, obviation and/or mitigation in relation to support calls logged by the client in accordance with following target timescales (response/resolution during Normal Support hours unless otherwise stated):
•P1 – 15 elapsed minutes / 4 elapsed hours.
•P2 – 30 elapsed minutes / 12 elapsed hours.
•P3 - 4 hours / 24 hours.
•P4 - 4 hours / 48 hours.
•P5 - 8 hours / 72 hours.
Support available to third parties Yes

Onboarding and offboarding

Onboarding and offboarding
Getting started Typically NPS provides the following activities as part of on-boarding for CONNECT:
● Support for the initial delivery of CONNECT, including familiarisation.
● Configuration of CONNECT including business area and cross function workshops.
● Scoping study to identify Back Record Conversion (BRC) and additional local interface or other client specific technical requirements or actions.
● Provision of training including, Training Needs Analysis, Workplace Training, Informal Training and Formal (Train the trainer) training.
● Support for Transition Readiness, including Early Life Support Hypercare.
● BRC and local interface integration recommendations identified via the scoping studies included in the on-boarding activity will be provided on a fixed price basis utilising the SFIA day rates.
Service documentation Yes
Documentation formats
  • HTML
  • PDF
End-of-contract data extraction All data relating to the organisation, as well as any CONNECT data, will, unless agreed otherwise with you, be permanently deleted from the live CONNECT system in no less than 10 working days from termination or expiry and in accordance with the legal requirement for data destruction.
Throughout the duration of the contract you can extract a variety of business data by use of CONNECT. However, if you would like to extract your data in a different manner outside of the standard reporting suite, then this must be agreed with you prior to termination or expiry so we can agree the scope of the data to be extracted together with the format and any associated costs based upon the SFIA day rates.
End-of-contract process All data relating to the organisation, as well as any CONNECT data, will, unless agreed otherwise with the client, be permanently deleted from the live CONNECT system in no less than 10 working days from termination or expiry and in accordance with the legal requirement for data destruction.
Throughout the duration of the contract the client can extract a variety of business data by use of CONNECT. However, if the client would like to extract data in a different manner outside of the standard reporting suite, then this must be mutually agreed prior to termination or expiry so NPS can agree the scope of the data to be extracted together with the format and any associated costs based upon the SFIA day rates.

Using the service

Using the service
Web browser interface Yes
Supported browsers
  • Internet Explorer 10
  • Internet Explorer 11
  • Firefox
  • Chrome
Application to install No
Designed for use on mobile devices Yes
Differences between the mobile and desktop service CONNECT Go allows recording, submission and updating of events (Investigations, Stop Searches, Intelligence Reports, etc.) whilst offline (no network connection available). When a connection is available, these are then sent to the CONNECT POLE data store. CONNECT Go has been designed from the outset to function whilst offline. This includes ability to allocate Crime References whilst offline. CONNECT Go can make use of device specific features including GPS to utilise the user's current location when recording an event or searching. It also includes utilising the devices camera to record photographs and video that can form part of the event submission.
Service interface No
What users can and can't do using the API CONNECT exposes its services and UI in standards compliant business and data APIs. Elements of the solution can be re-used by other applications or services (consumed) or exposed within user interfaces presented directly to users. The open nature of the technology and architecture allows CONNECT to be used as a business solution and foundation components within a wider enterprise architecture vision. As an example; CONNECT's PNC, TWIF / Libra interfaces can be reused as services by external solutions.
API documentation Yes
API documentation formats PDF
API sandbox or test environment Yes
Customisation available Yes
Description of customisation Areas of CONNECT that are usually customised by users are:
• Units, including relations and geographical relevance.
• Constrained value lists.
• RADAR queries.
• Security role and function group mapping.
• Document production templates.
• Record viewing templates.
• HR interface.
• Workflow rules.


Independence of resources The solution has a fully modular design, allowing components and services to be scaled both upwards and outwards based on industry standard technologies with proven scalable architecture.
All areas can be scaled vertically and horizontally to meet user and transaction volume growth, if required, by increasing the hardware.
The design includes components such as intelligent load balancers, which allow services to be hosted on multiple nodes represented as a pool; to increase scalability further many pools can be configured together providing silos for services if required. This in turn provides near limitless scalability for each of the components.


Service usage metrics No


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
User control over data storage and processing locations Yes
Datacentre security standards Supplier-defined controls
Penetration testing frequency At least once a year
Penetration testing approach ‘IT Health Check’ performed by a CHECK service provider
Protecting data at rest Physical access control, complying with another standard
Data sanitisation process Yes
Data sanitisation type Explicit overwriting of storage before reallocation
Equipment disposal approach In-house destruction process

Data importing and exporting

Data importing and exporting
Data export approach All the solution data is held in the CONNECT POLE store and all fields from that POLE store are available for use in export templates (for data extract to CSV or XML). Export templates define the fields to be used and these are made available to specific roles.
CONNECT also provides several options for RBAC managed bulk extraction, these are:
•Search based selection of record set where specific results can be exported direct to the users' device.
•Batch based export, selection criteria can be specified and an export to a secure location scheduled for immediate or regular time dependent processing.
Data export formats
  • CSV
  • Other
Other data export formats HTML
Data import formats Other
Other data import formats XML

Data-in-transit protection

Data-in-transit protection
Data protection between buyer and supplier networks
  • Private network or public sector network
  • TLS (version 1.2 or above)
  • IPsec or TLS VPN gateway
  • Legacy SSL and TLS (under version 1.2)
  • Other
Other protection between networks Private MPLS circuits or equivalent
Data protection within supplier network
  • TLS (version 1.2 or above)
  • IPsec or TLS VPN gateway
  • Legacy SSL and TLS (under version 1.2)

Availability and resilience

Availability and resilience
Guaranteed availability The service is available 365x24x7, except for planned and emergency maintenance. The service is typically provided at 99.5% availability.
Approach to resilience NPS’ hosting platform is provisioned to be highly available, using virtual servers, redundant clustered hardware, database replication and SAN SnapMirror technology to ensure all data is protected and consistent across dual Data Centre's. NPS has dual datacentres in two separate geographical locations, so if one datacentre is affected we can failover to our secondary datacentre. In addition to SAN and database replication we run a resilient backup service based HP Data Protector.
The solution includes de-duplication technology to normalise and minimise the amount of data transferred to tape. Multiple tape libraries are operated on a resilient segregated and secure VLAN. This provides backup / recovery flexibility, scalability, security and performance, supporting high levels of systems availability. HP Data Protector will be configured to complete daily incremental backups and full weekly backups of all hosted data.
Outage reporting Outages will be treated as a Major Incident and managed by the ISO20000-certified process. A named user will receive an email and an SMS message notifiying them of the status of the MI until resolution. The incident will also be logged on the Service Desk system where the status is also visible to the user.

Identity and authentication

Identity and authentication
User authentication needed Yes
User authentication
  • Limited access network (for example PSN)
  • Dedicated link (for example VPN)
  • Username or password
Access restrictions in management interfaces and support channels We have a Secure Managed Environment which we use to manage all Secure Plus services. This environment has been independently accredited by a CESG-approved accreditor and is completely separated from the Service environment.
Support staff access this environment through devices that have been hardened and locked down according to CESG guidance. Support staff have additional security clearance to SC MOD/NPPV Level 3.
Access restriction testing frequency At least once a year
Management access authentication
  • 2-factor authentication
  • Dedicated link (for example VPN)
  • 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 receive audit information on a regular basis
How long supplier audit data is stored for User-defined
How long system logs are stored for At least 12 months

Standards and certifications

Standards and certifications
ISO/IEC 27001 certification Yes
Who accredited the ISO/IEC 27001 BSI
ISO/IEC 27001 accreditation date 28/03/2018; valid until June 2021. Certificate IS 598449.
What the ISO/IEC 27001 doesn’t cover The NPS Information Security Management System (ISMS) is registered to ISO 27001 and therefore audited by BSI at least annually. All NPS staff are required to comply with the ISMS.
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 All of our services and processes are carried out in compliance with our ISO27001:2013 certified Information Security Management System (ISMS). The ISMS is supported by a comprehensive set of standards and policies. All staff undertake mandatory annual security and data protection awareness training to ensure they are familiar at all times of the importance of operating in a secure manner and of the policies in place.
The NPS Senior Information Risk Owner (SIRO) operates at board level and has overall responsibility and accountability for all aspect of security governance. The SIRO is supported by an Information Security Steering Group (ISSG) which is headed by the Security Manager and has representatives from all areas within the organisation. The ISSG is responsible for agreeing policies with the SIRO and ensuring they are implemented across the business.
An operational Security Working Group (SWG) is responsible for managing any incidents that may occur and in an advisory capacity to provide advice and guidance to the organisation.

Operational security

Operational security
Configuration and change management standard Conforms to a recognised standard, for example CSA CCM v3.0 or SSAE-16 / ISAE 3402
Configuration and change management approach We have an ISO20000 certified service management system. The components of the service are created as Configuration Items and added to our Configuration Management Database when the Change Request has been completed. As part of the Change Management Process, when future Changes affect the components our CMDB is updated accordingly throughout the lifetime, up to and including decommissioning and disposal.
We hold a weekly Technical Change Advisory Board, which is attended by at least one member of the Security Team, who will assess any security implications.
Vulnerability management type Supplier-defined controls
Vulnerability management approach We have Symantec Endpoint Protection anti-virus software installed which assesses potential threats to our services. We deploy patches to our services in a timely manner. Critical security patches are applied as soon as possible, and all other patching is done on a quarterly cycle. Our Security Team has signed up to various security alert subscriptions, alerting us to potential threats that may affect our services.
Protective monitoring type Supplier-defined controls
Protective monitoring approach We use the protective monitoring tool LogRhythm to identify potential compromises. We have a team of Security Administrators who regularly review the audit logs and take relevant action.
When a potential compromise has been identified, it is reviewed by the Security Team and an investigation is carried out. This may result in a Major Incident or a Service Change being raised, and these are managed in accordance with the relevant process.
Speed of incident response is dependent on the severity, any critical incidents are prioritised and an emergency remedial plan will be put in place.
Incident management type Conforms to a recognised standard, for example, CSA CCM v3.0 or ISO/IEC 27035:2011 or SSAE-16 / ISAE 3402
Incident management approach Incident Management is part of our ISO20000 certified Service Management system.
All incidents are handled within the same process. Users report incidents through the Service Desk, and a Security Incident document is then raised. This is reviewed by the Security Team and is managed in accordance with the Incident Management Process.
At regular times Incident Reports are provided to the user, and once the Incident is closed a full report is produced which is used to identify any lessons learnt.

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 Yes
Connected networks Public Services Network (PSN)


Price £4 per user per month
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 pdf document: Modern Slavery statement
Service documents
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