i3MEDIA

Digital Transformation - Citizen facing, Digital First Communication

Fully public facing digital front door, allows citizens to Pay, Report and Apply quickly and easily with limited interaction from the council. Centralize online communication reducing the need for multiple teams to manage and support micro sites. Full accessibility and multi lingual support reduces friction in the communication chain.

Features

  • Fully Managed Web forms
  • Online Payment
  • Online Application process
  • Citizen reporting and feedback system
  • Consultation Display and feedback
  • Public Registration and Licencing Display, search and filter
  • Transnational Form Builder
  • Multilingual translation for citizen
  • Find My Public Service Tool, Ward, Library, Recycling center, etc
  • Bin Collection Information collated from 3rd party suppliers

Benefits

  • Work with current back office systems, no need to retrain.
  • Centralized control of all online communication.
  • Access the system from anywhere and on any device
  • Citizens, quickly and easily find current information reducing communication
  • Links with 3rd party systems and suppliers, provides information centraly
  • The digital front door implementation moves actions online
  • Automated cloud hosting, only using what you need
  • Transactions managed from one place and assigned to correct budget
  • Forms translated from natural language, reduced need for translators
  • AA Accessibility tools allow outreach to citizens with disability

Pricing

£5000 to £500000 per instance

  • Education pricing available

Service documents

Framework

G-Cloud 11

Service ID

2 8 0 5 2 6 6 1 1 8 0 1 9 7 1

Contact

i3MEDIA

Chris Wood

01733 890836

tenders@i3media.net

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
It is built in an open manor so it will work well will all platforms with an API.
Cloud deployment model
Private cloud
Service constraints
Non
System requirements
Internet connection

User support

Email or online ticketing support
Email or online ticketing
Support response times
4 hour response 9 till 5 Monday to Friday
Critical issue support 24 hours a day 7 days a week.
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
Onsite support
Support levels
Support packages are tailored to the requirements of end users
Support available to third parties
Yes

Onboarding and offboarding

Getting started
Onsite or screen share Training presentations, followed by remote or on site Q and A session. Dependent on your preference we can host or come to you or set up virtual presentation.

One to one training can be provided if required for specific area or implementations
Service documentation
Yes
Documentation formats
  • HTML
  • ODF
  • PDF
  • Other
Other documentation formats
Video walk through
End-of-contract data extraction
All Data will be sent over as a CSV on closing down the project.

During the life of the project you can extract the data via the CMS at any time.
End-of-contract process
All HTMLs will be provided via digital transfer.

All user data will be extracted and sent over

We will not import this or set up on 3rd party system, unless agreed at an additional cost.

Using the service

Web browser interface
Yes
Supported browsers
  • 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 interface on mobile is designed to include all functions, the layout is different but all functions are available.
Service interface
Yes
Description of service interface
CMS log in area, is available online.
Accessibility standards
WCAG 2.1 A
Accessibility testing
The citizen facing section has been tested to AA standard.
API
No
Customisation available
Yes
Description of customisation
The look and feel is fully customizable.

This can be done by us.

Scaling

Independence of resources
Each instance is set up on its own virtual machine within our cloud setup.

If heavy usage is expected then the system can be set up to auto scale, ensuring that it will work on the minimum required resources and add additional automatically as required. Reducing the cost to you.

Analytics

Service usage metrics
Yes
Metrics types
All system usage is monitored and stored in google analytic or other 3rd party system requested by yourself.

This data can be reviewed at any time by anyone who you allow access, Automated and manual custom reports can be created at additional cost.
Reporting types
  • API access
  • Real-time dashboards

Resellers

Supplier type
Not a reseller

Staff security

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

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
Complies with a recognised standard (for example CSA CCM version 3.0)
Penetration testing frequency
At least once a year
Penetration testing approach
In-house
Protecting data at rest
Physical access control, complying with CSA CCM v3.0
Data sanitisation process
No
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
This can be exported as a CSV via the CMS.
Only by top level admin users within your organisation.
Data export formats
CSV
Data import formats
CSV

Data-in-transit protection

Data protection between buyer and supplier networks
  • TLS (version 1.2 or above)
  • IPsec or TLS VPN gateway
Data protection within supplier network
  • TLS (version 1.2 or above)
  • IPsec or TLS VPN gateway

Availability and resilience

Guaranteed availability
99% up time guarantee. With scheduled maintenance downtime out of hours.
Approach to resilience
Available on request
Outage reporting
Automated monitoring with email and SMS alerts to internal technicians.

Manual reports to you about the reason for the down time, resolution and steps to prevent future issues.

Identity and authentication

User authentication needed
Yes
User authentication
  • Dedicated link (for example VPN)
  • Username or password
Access restrictions in management interfaces and support channels
Access credentials are set up per user.

Each user is part of a group this limits their access to set areas as agreed and defied by you.

The user accounts can be linked to and controlled by 3rd party systems such as active directory.
Access restriction testing frequency
At least once a year
Management access authentication
  • Dedicated link (for example VPN)
  • Username or password

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
At least 12 months
Access to supplier activity audit information
Users have access to real-time audit information
How long supplier audit data is stored for
At least 12 months
How long system logs are stored for
At least 12 months

Standards and certifications

ISO/IEC 27001 certification
No
ISO 28000:2007 certification
No
CSA STAR certification
No
PCI certification
No
Other security certifications
No

Security governance

Named board-level person responsible for service security
Yes
Security governance certified
No
Security governance approach
Internal processes are annually reviewed to ensure risks are minimized.

We do not hold data on site and ensure digital access is managed closely.
Information security policies and processes
All passwords are encrypted and not known to the end user.

Non of your data is stored locally and access to our digital infrastructure is closely controlled.

Operational security

Configuration and change management standard
Supplier-defined controls
Configuration and change management approach
All changes are implemented on a testing infrastructure and tested to ensure that the are to the agreed standard.

Post testing our side these can be released to a UAT infrastructure for testing your side before implemented on live.
Vulnerability management type
Undisclosed
Vulnerability management approach
The implementation is tested quarterly to ensure that no new risks are known of.

Critical issues resolution is kicked off same day (deployment is dependent on complexity)

We are part of assorted data security networks.
Protective monitoring type
Undisclosed
Protective monitoring approach
The implementation is tested quarterly to ensure that no new risks are known of.

Critical issues resolution is kicked off same day (deployment is dependent on complexity)

We are part of assorted data security networks.
Incident management type
Undisclosed
Incident management approach
Common events are limited but full daily backup is in place including virtual images and database back up. Allowing for a full implementation restoration to the latest integration withing a very short timeline.

Users would report issues via the support ticket system or for critical issues directly to account manager via phone or email.

post event emails or meetings will be conducted.

Secure development

Approach to secure software development best practice
Conforms to a recognised standard, but self-assessed

Public sector networks

Connection to public sector networks
No

Pricing

Price
£5000 to £500000 per instance
Discount for educational organisations
Yes
Free trial available
No

Service documents

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