Datatank Ltd

Fraud Case Management Software

Opus is a fraud case management solution for managing any type of fraud case from initial referral through investigation to disclosure. Opus can be used ‘out-of-the-box’ or customised to match the way you work. Currently in use with 140 investigators across 25 counter fraud teams in the UK public sector.

Features

  • Multi-user, full feature case management and records management syste
  • Supports any type of fraud case from referral to disclosure
  • Integrated document management system (all case files in one place)
  • Customisable case templates, records, notes, workflow and events
  • Access case records from any location
  • Search cases, case notes, links, and explore connections, find matches
  • Outcome and performance monitoring, analysis and reporting
  • Manage resources, prioritise cases, review workloads, and monitor progress
  • Full user access control, and transaction and event logging
  • Diary and appointment management

Benefits

  • 95%+ business fit for all public sector fraud teams
  • Improve performance - case workload management, review and analysis
  • Fully customise Opus to the way you work
  • Collaborate across mutliple teams, departments and organisations
  • API's for easy integration with corporate applications
  • Integrated document management system (no additional software required)
  • Use in the office, at home and on the move
  • No enhancements costs - all improvements and upgrades included
  • Proactively identify key connections, emerging trends - prioritise and escalate
  • Support transition from your current/old case management system

Pricing

£40 to £80 per user per month

Service documents

G-Cloud 10

363000327348518

Datatank Ltd

Peter Cogger

0115 9419513

sam@datatank.co.uk

Service scope

Service scope
Software add-on or extension No
Cloud deployment model Public cloud
Service constraints There are no constraints. Service is available 24x7 hours. Availability is 99.75%
System requirements User must have internet connectivity

User support

User support
Email or online ticketing support Email or online ticketing
Support response times User Support Requests
Urgent - response within 1 hour
Routine - response within 4 hours
Information request - response within 24 hours

User support is available Monday to Friday (excl. public holidays)
User can manage status and priority of support tickets No
Phone support Yes
Phone support availability 9 to 5 (UK time), Monday to Friday
Web chat support No
Onsite support No
Support levels Critical Priority: Response 1 hour. Fix 4 hours - interim patch will be applied.Permanent fix issued within 5 working days.
Urgent Priority: Response 2 hours. Fix next working day - interim patch will be applied. Permanent fix issued within 10 working days.
Normal Priority: Response 4 hours, Fix 3 to 5 working days Interim patch may be applied. Permanent fix included in next software release.

We provide one standard level of support for all Opus clients
User support is included in the licence fee
An Opus support manager is provided
Support available to third parties Yes

Onboarding and offboarding

Onboarding and offboarding
Getting started On receipt of order, Datatank will:
- create a client specific hosted environment for Opus
- setup client superuser account
- provide online training
- provide customisation support
Service documentation Yes
Documentation formats
  • HTML
  • PDF
End-of-contract data extraction All information held within Opus can be extracted when the contract ends.

Copies of all case documents and files can be exported (downloaded) in their original format.

Customised summary reports can be created (and saved) to extract case notes, case information and meta data into a PDF format

Copies of the database can be taken and data extract scripts are provided.
End-of-contract process A contract end timetable will be agreed.
The schedule will depict when:
- access to the software is to be disabled
- the data is to be extracted
- the client's data (opus) instance is to be deleted
- secure data deletion has been performed
- the data deletion certificate is issued

Using the service

Using the service
Web browser interface Yes
Supported browsers
  • Internet Explorer 9
  • 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 Opus works on desktop PCs, laptops, and tablet devices.
Opus works on mobile phone devices, but these are not recommended for normal operational use.
Accessibility standards WCAG 2.0 AAA
Accessibility testing Testing is performed internally
API Yes
What users can and can't do using the API Authorised users can access case notes and documents through the API
Changes to case records cannot be made through the API for integrity reasons
API documentation Yes
API documentation formats Open API (also known as Swagger)
API sandbox or test environment Yes
Customisation available Yes
Description of customisation Opus is fully customisable.
Customisation can be performed via a superuser account.
Opus is supplied with a large variety of pre-configured case templates to get you up and running as soon as possible. The client can customise the inbuilt templates or build their own to match the data you want to record against case type. You can create, edit, remove case data fields to make sure you capture the case information you to.
Opus incorporates its own document management system, so that all case documents are store in one place, are readily accessible and can be searched and data matched within the Opus System.
Case workflow can be separately customised for each case type. Tasks, activities and actions can be created manually or setup and customised to be triggered automatically by case events. These can be used to manage and control the case type workflow so it supports and complies with your processes and procedures. Case decision points and ‘check-gates’ can be customised for each case type to ensure that all activities and actions are completed before the user/officer can move the case on to the next stage.

Scaling

Scaling
Independence of resources The availability and performance of the Opus service is monitored full-time and alerts raised to Datatank support staff when service capacity is limited. Additional compute resources can be made available at short notice.
In order to guarantee that users are not affected by the demands from other users, we use resource reservations and shares such as internet bandwidth shaping. In addition, the capacity planning team ensure that usage in terms of all resources are constantly monitored and increased accordingly relating to user demand.

Analytics

Analytics
Service usage metrics Yes
Metrics types Key Performance Indicators
Some of the key performance indicators used by Datatank include:
• On time delivery performance against agreed project milestones
• Reliability and availability of service and mean time between failures (MTBF)
• Average Support Desk response time
• Average time and effort required to resolve incident
• Number of incidents registered by the Service Desk
• Percentage of incidents resolved within the agreed SLA
• Average time and effort required to resolve Incidents
• Number of escalations for Incidents not resolved in the agreed resolution time
• Number of repeated Incidents reported
Reporting types
  • Regular reports
  • Reports on request

Resellers

Resellers
Supplier type Not a reseller

Staff security

Staff security
Staff security clearance Conforms to BS7858:2012
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
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 Another external penetration testing organisation
Protecting data at rest
  • Physical access control, complying with CSA CCM v3.0
  • Physical access control, complying with another standard
  • Encryption of all physical media
  • Scale, obfuscating techniques, or data storage sharding
Data sanitisation process Yes
Data sanitisation type
  • Explicit overwriting of storage before reallocation
  • 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 Facilities are provided to the client superuser to export their data
Data export formats
  • CSV
  • ODF
Data import formats
  • CSV
  • ODF

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)
  • 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 OPus availability is 99.75%
Service unavailability refunds are not provided.
Approach to resilience Opus is implemented on dual redundant, hot standby data servers in the UK over 100km apart
Outage reporting Email alerts

Identity and authentication

Identity and authentication
User authentication needed Yes
User authentication
  • 2-factor authentication
  • Public key authentication (including by TLS client certificate)
  • Dedicated link (for example VPN)
  • Username or password
Access restrictions in management interfaces and support channels Datatank staff cannot access the client's system by default.
The client must grant time-limited access to the support team.
Access restriction testing frequency At least once a year
Management access authentication
  • 2-factor authentication
  • Public key authentication (including by TLS client certificate)
  • 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 have access to real-time 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 Alcumulus ISOQAR
ISO/IEC 27001 accreditation date 24/01/2017
What the ISO/IEC 27001 doesn’t cover Not applicable
ISO 28000:2007 certification No
CSA STAR certification No
PCI certification No
Other security certifications Yes
Any other security certifications Cyber Essentials

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 - National Cybser Security Centre Accredited
- Home Office/PASF assured facilities and date centres for “Blue Light” services
- HSCIC/NHS Digital N3 Aggregator status
- ISO9001 Quality management
- ISO20000 IT service management
- ISO27001 Information security management
- ISO27017 Security controls for cloud services
- ISO27018 Personal data in the cloud security
- Cyber Essentials Plus

Operational security

Operational security
Configuration and change management standard Supplier-defined controls
Configuration and change management approach Datatank has documented configuration and change management policies and processes, which have been implemented, maintained and assessed in accordance with the guidance from ITIL v.3 and the current ISO20000 standard. Formal configuration management activities, including record management and asset reporting, are monitored and validated constantly, and any identified discrepancies promptly escalated for investigation. A robust, established process for the formal submission of change requests is mandated prior to review and approval of the daily Change Advisory Board, which is attended by a quorum of operational and technical management personnel.
Vulnerability management type Supplier-defined controls
Vulnerability management approach Opus is hosted by UKCloud Ltd who has a documented vulnerability management policy and process, which have been implemented, maintained and assessed in accordance with the guidance from ITIL v.3 and the current ISO20000 and ISO27001 standards. Where technically possible, real-time updates and status reports are identified and sourced from credible vendor sources, which cover a significant proportion of UKCloud’s asset population. For other systems and software, assigned personnel have responsibility for regularly reviewing technical forums and specialist groups to promptly identify and evaluate any emerging patches or updates which require our attention.
Protective monitoring type Conforms to a recognised standard, for example CSA CCM v3.0 or SSAE-16 / ISAE 3402
Protective monitoring approach Following best practice from the National Cyber Security Centre, UKCloud protects both its Assured and Elevated platforms with enhanced protective monitoring services (SIEM), at the hypervisor level and below. Our approach to protective monitoring continues to align with the Protective Monitoring Controls (PMC 1-12) outlined in CESG document GPG13 (Protective Monitoring for HMG ICT Systems). It includes checks on time sources, cross-boundary traffic, suspicious activities at a boundary, network connections and the status of backups, amongst many others. All alerts are immediately notified to the UKCloud NOC for prompt investigation.
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 UKCloud has a documented incident management policy and process, which have been implemented, maintained and assessed in accordance with the guidance from ITIL v.3 and the current ISO20000 and ISO27001 standards. This activity is responsible for the progression of alerts generated by automated monitoring systems, issues identified by UKCloud personnel, and incidents identified and reported to UKCloud by its customers and partners. All incidents are promptly reported into a central ticketing system, which ensures that each is promptly assigned to an appropriate resource, and its progress tracked (and escalated, as required) to resolution.

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

Pricing

Pricing
Price £40 to £80 per user per month
Discount for educational organisations No
Free trial available No

Documents

Documents
Pricing document View uploaded document
Service definition document View uploaded document
Terms and conditions document View uploaded document
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