SCISYS Cloud Case Management Service

The SCISYS Cloud Case Management Service provides public sector customers with a fully customisable service for working in highly regulated environments. Typical deployments of this solution involve long-running case handling problems with complex inter-departmental workflows such as complaints, incidents, compensation claims, tribunal cases and applications for services.


  • Based on industry leading open source technologies utilising open standards
  • Accessible through standard web-browsers, mobile device and on the desktop
  • Integration with desktop applications such as Microsoft Office
  • Based on Alfresco’s document and case management technologies
  • Case Management, Records Management and Enterprise Content Management
  • Workflow and Business Process Management
  • Diary and Calendar Management
  • Document Generation and Reporting


  • Robust and scalable, with the opportunity to extend functionality
  • Rapid delivery of configured case management applications
  • Elasticity – the solution scales to meet demand
  • Pre-configured case management applications for integration with an organisation’s processes
  • Bespoke configured case management to complex scenarios
  • Available at OFFICIAL with a handling caveat of SENSITIVE


£6000 per instance per month

Service documents


G-Cloud 11

Service ID

2 7 2 9 5 9 2 4 3 1 1 5 6 8 1



Bid Team

01249 466466

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 The service can be integrated with a number of enterprise cloud and on-premise applications.
Cloud deployment model
  • Public cloud
  • Private cloud
  • Community cloud
  • Hybrid cloud
Service constraints Please refer to the service description and SOF.
System requirements
  • Internet connection
  • Web browser

User support

User support
Email or online ticketing support Yes, at extra cost
Support response times Response times are dependent on severity and will be detailed in the SOF.
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 Support levels will depend on various customer parameters and will be detailed in the SOF.

SCISYS can provide support up to and including full 24/7/365.
Support available to third parties Yes

Onboarding and offboarding

Onboarding and offboarding
Getting started A customised package will be agreed to suit the circumstances of the customer. This may include

onsite training
online training
user documentation
Service documentation Yes
Documentation formats PDF
End-of-contract data extraction This will be agreed on a case by case basis with each customer depending on the security classification / sensitivity of the data in question and specific customer requirements.
End-of-contract process The contract price will depend on a number of variables that will be agreed with the customer and detailed in the SOF.

Using the service

Using the service
Web browser interface Yes
Supported browsers
  • Internet Explorer 10
  • Internet Explorer 11
  • Microsoft Edge
  • Firefox
  • Chrome
Application to install No
Designed for use on mobile devices No
Service interface Yes
Description of service interface API
Accessibility standards WCAG 2.1 AA or EN 301 549
Accessibility testing In-line with standard above.

Note certain features e.g. map interfaces may not comply with WCAG 2.1 AA.
Customisation available Yes
Description of customisation Much of the service can be customised either directly by the user or via SCISYS.


Independence of resources Each service is spun up as a separate instance.


Service usage metrics Yes
Metrics types These will be agreed with the customer depending on the service level procured and detailed in the SOF.
Reporting types Reports on request


Supplier type Not a reseller

Staff security

Staff security
Staff security clearance Other security clearance
Government security clearance Up to Developed Vetting (DV)

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 Managed by a third party
Penetration testing frequency Never
Protecting data at rest Physical access control, complying with another standard
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 This will be agreed with the customer depending on the specific customer requirements and the security classification and sensitivity of their data.
Data export formats CSV
Data import formats CSV

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)
Data protection within supplier network
  • TLS (version 1.2 or above)
  • Legacy SSL and TLS (under version 1.2)

Availability and resilience

Availability and resilience
Guaranteed availability SLAs will be defined on a case by case basis depending on the customer requirements and detailed in the SOF.
Approach to resilience Available on request.
Outage reporting Via the agreed process detailed in the SOF.

Identity and authentication

Identity and authentication
User authentication needed Yes
User authentication
  • 2-factor authentication
  • Public key authentication (including by TLS client certificate)
  • Identity federation with existing provider (for example Google Apps)
  • Username or password
Access restrictions in management interfaces and support channels SCISYS utilises standard industry approaches which is not appropriate to detail publicly. More information is available on request.
Access restriction testing frequency Never
Management access authentication
  • 2-factor authentication
  • Public key authentication (including by TLS client certificate)
  • 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 Users contact the support team to get audit information
How long user audit data is stored for User-defined
Access to supplier activity audit information You control when users can access 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 BSI
ISO/IEC 27001 accreditation date 15/07/2016
What the ISO/IEC 27001 doesn’t cover The scope is as per our certificate a copy of which can be found here
ISO 28000:2007 certification No
CSA STAR certification No
PCI certification No
Other security certifications Yes
Any other security certifications Cyber Essentials Plus

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 SCISYS is certified to ISO 27001. This ensures a robust reporting structure and implementation of policies is followed. More information is available on request.

Operational security

Operational security
Configuration and change management standard Supplier-defined controls
Configuration and change management approach The SCISYS change management processes follow the ITIL method and we are certified to ISO 20000-1.
Vulnerability management type Supplier-defined controls
Vulnerability management approach SCISYS uses industry standard sources to gather information about potential threats to the service, This information is then assessed and the appropriate action performed e.g. emergency patching.
Protective monitoring type Supplier-defined controls
Protective monitoring approach SCISYS used a mix of industry standard approaches to monitor, assess and respond to potential threats. Responses will take an appropriate form / timescale given the threat profile.
Incident management type Supplier-defined controls
Incident management approach The SCISYS incident management approach is in-line with ITIL and certified to ISO 20000-1. Users can report incidents in a number of ways as detailed in the SOF. Incident reporting will be in-line with the approach detailed in the SOF.

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


Price £6000 per instance per month
Discount for educational organisations No
Free trial available No

Service documents

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