Northgate Public Services UK Limited

NPS Housing

NPS Housing is a comprehensive and flexible integrated Housing Management solution that can be delivered via the Cloud or on-premise. NPS Housing has been designed to be used on any device, whether tablet, smartphone or PC, enabling you to access information wherever you are, at any time.

Features

  • Can be used on any device.
  • Intuitive interface offers a fresh and contemporary look and feel.
  • Comprehensive and flexible housing management solution, including rents and repairs.
  • Enhanced customer engagement with integrated CRM and online self-service.
  • Social media integration to manage customer interactions.
  • Powerful data warehouse with dashboards and analytics capability.
  • Open integration to third party systems.
  • Scalable solution suitable for small to very large housing providers.
  • Segment customers, issue and track personalised communications, surveys and campaigns.
  • Integrated asset, contractor, repairs management, planned and cyclical maintenance.

Benefits

  • Access information wherever you are, on any device.
  • Deliver faster, consistent services, resolved at first point of contact.
  • Deliver excellent customer services through multiple channels.
  • Powerful data insight: understand customers and properties, make informed decisions.
  • Integrated online services, providing customer access to information 24/7.
  • Open integration enables low cost, easy access to data.
  • Optimise income with effective rent and arrears management.
  • Improve operational efficiency through effective repairs and maintenance management.
  • Reduce application management overheads.
  • Reduced downtime all maintenance scheduled out of hours.

Pricing

£0.60 per unit per month

Service documents

Framework

G-Cloud 11

Service ID

3 2 7 8 7 7 3 4 8 8 7 0 9 8 4

Contact

Northgate Public Services UK Limited

Northgate Public Services Frameworks Team

08452 700353

frameworks@northgateps.com

Service scope

Software add-on or extension
No
Cloud deployment model
Private cloud
Service constraints
Our service does not have any specific constraints buyers should be aware of.
System requirements
  • Internet access is via https over a Virtual Private Network.
  • NPS will provide a URL link to NPS Housing SaaS.
  • Access is through a supported browser, defined below.

User support

Email or online ticketing support
Email or online ticketing
Support response times
Upon receiving a Support Request, but in any event within four working hours during Normal Business Hours, the Service Desk will prioritise the call in accordance with the Service Levels process set out in the Supplier Terms document.
User can manage status and priority of support tickets
Yes
Online ticketing support accessibility
WCAG 2.1 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
Service is available 24x7, except for planned and emergency maintenance. Support response available 09:00 - 17:30 each Business Day. NPS Housing SaaS typically achieves 99.5% availability.
A Client Services Manager will be allocated to manage the on-going relationship. Cloud support engineers allocated as appropriate to resolve technical issues.
The NPS Housing SaaS Administrator can log calls 24x7 online. Upon receiving a Support Request, but within 4 working hours during Normal Business Hours, the call will be prioritised:
- P1 (Critical) - service unavailable to Authorised Users.
- P2 (Medium) - important business function unavailable for Authorised Users.
- P3 (Low) - important business function affecting proportion of Authorised Users
- P4 – advice, or problems affecting 1 or 2 Authorised Users
Service Desk will contact NPS Housing Administrator to try and resolve issues. Where not possible, the issue will be escalated to a technical team.
NPS will use reasonable commercial endeavours to provide identification and resolution, obviation and/or mitigation of operational bugs or errors reported by the client in NPS Housing in accordance with following estimated target timescales:
P1 - 4 working hours.
P2 - 12 working hours.
P3 - 24 working hours.
P4 - 72 working hours.
Support available to third parties
Yes

Onboarding and offboarding

Getting started
Onboarding activities will vary from client to client, according to requirements. The onboarding process differs for clients who already run NPS Housing compared to those clients migrating from other applications. Activities may include, as required:
• Provision of access to an appropriate environment.
• Provision of disaster recovery services.
• Provision of a URL to log onto the solution.
• System Administrator log on credentials supplied.
• Configuration services.
• Integration with third party systems.
• Data services including data migration.
NPS will manage the onboarding process, including migration activities, using its ASSIST methodology, based on PRINCE2. All onboarding activities will be agreed with clients and charged in accordance with the NPS SFIA rate card.
Service documentation
Yes
Documentation formats
PDF
End-of-contract data extraction
All data relating to the organisation, as well as any NPS Housing SaaS data, will (unless agreed otherwise with you) be permanently deleted from the live NPS Housing SaaS no less than ten 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 the standard reporting suite within NPS Housing SaaS.
However, if you would like to extract your data in a different manner outside of the standard reporting suite, then you must give us at least two months written notice prior to termination or expiry. We will then carry out a one day scoping study to agree the scope of the data to be extracted, together with the format. Following the one day scoping study we will provide a fixed price for the extraction of the data based on the SFIA rate card.
End-of-contract process
All data relating to the organisation, as well as any NPS Housing SaaS data, will (unless agreed otherwise with you) be permanently deleted from the live NPS Housing SaaS no less than ten 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 the standard reporting suite within NPS Housing SaaS.
However, if you would like to extract your data in a different manner outside of the standard reporting suite, then you must give us at least two months written notice prior to termination or expiry. We will then carry out a one day scoping study to agree the scope of the data to be extracted, together with the format. Following the one day scoping study we will provide a fixed price for the extraction of the data based on the SFIA rate card.

Using the service

Web browser interface
Yes
Supported browsers
  • Internet Explorer 11
  • Microsoft Edge
  • Firefox
  • Chrome
  • Safari 9+
Application to install
No
Designed for use on mobile devices
Yes
Differences between the mobile and desktop service
NPS Housing has been designed to be used on any device, enabling access to information wherever you are, at any time. Screens resize and content layout adapts to the size and type of device in use, ensuring that the display is optimised. Please contact NPS to discuss offline mobile working requirements.
Service interface
No
API
Yes
What users can and can't do using the API
NPS provides a set of REST APIs for performing various actions on NPS Housing. The transactions replicate existing business functionality currently performed within NPS Housing, such as being able to query records, update, change and create new records as a front end user of the application would.
These REST APIs are delivered using Oracle REST Data Services (ORDS) deployed on Apache Tomcat. All APIs utilise efficient filtering, search and pagination capabilities to ensure a REST consumer application can optimise the delivery of the information they need. Information returned by the API also adheres to NPS Job Role and Navigation security restrictions. The same level of validation will be performed when the transaction is submitted as would occur if the user were actually using the NPS Housing product suite to process the business transaction.
Security is also paramount in the design, utilising the built-in ORDS configuration and whitelisting capabilities to prevent unauthorised access. Authentication is mandatory for all REST APIs utilising HTTP Basic Authentication validated against NPS Housing users. In addition, the REST APIs can be configured to use OAUTH2 Client Credentials flow if required.
API documentation
Yes
API documentation formats
  • Open API (also known as Swagger)
  • Other
API sandbox or test environment
Yes
Customisation available
Yes
Description of customisation
NPS Housing is a flexible solution designed to suit the needs of housing providers of all types and sizes. The application can be customised through system parameters, customisation of fields and field labels and customisation of system messages and notifications. Configuration of this nature can be undertaken by systems administrators, or with the help and support of NPS consultants.

Scaling

Independence of resources
The number of users is proportional to the number of properties managed. Each client instance is allocated its own computer resources (processing power, memory and storage) in accordance with the size of the organisation / number of properties. This is sized to enable users to undertake normal operational activities without affecting other users.

Analytics

Service usage metrics
Yes
Metrics types
Monthly service reports are provided and show metrics, such as service availability, number of calls raised, closed and outstanding, and time to resolution.
Reporting types
Regular reports

Resellers

Supplier type
Not a reseller

Staff security

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

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
Another external penetration testing organisation
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
Complying with a recognised standard, for example CSA CCM v.30, CAS (Sanitisation) or ISO/IEC 27001

Data importing and exporting

Data export approach
Clients can quickly and easily extract data with the intuitive reporting suite within NPS Housing SaaS.
Data export formats
  • CSV
  • Other
Other data export formats
PDF
Data import formats
CSV

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

Guaranteed availability
The service is available 24/7, except for planned and emergency maintenance, with support response available between 09:00 and 17:30 each Business Day.
NPS Housing SaaS is typically provided at 99.5% availability.
Approach to resilience
NPS has dual datacentres in two separate geographical locations, so if one datacentre is affected we can failover to our secondary datacentre. More information is available on request.
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 SMS message notifying 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

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
Separate networks are used for users, and for support and management purposes. These are logically separated using vlans and firewalls. All management and support staff have access via the management network and end users are excluded.
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
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

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

Named board-level person responsible for service security
Yes
Security governance certified
Yes
Security governance standards
ISO/IEC 27001
Information security policies and processes
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

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 that 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 have signed up to various security alert subscriptions, who alert 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

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

Public sector networks

Connection to public sector networks
Yes
Connected networks
Public Services Network (PSN)

Pricing

Price
£0.60 per unit per month
Discount for educational organisations
No
Free trial available
No

Service documents

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