GOSS Interactive Ltd

GOSS Digital Platform (CMS, Forms and Self Service/Assisted Service Portal)

The GOSS Digital Platform provides browser-based content management system (WCMS), forms, process mapping/workflow and My Account functionality built on open standards. Enables online citizen Self Serve and Assisted Service website and portal functionality. Public Sector (Central/Local Government/Authority/Council, Police, NHS and Housing) customers can self serve and transact online.

Features

  • CMS: WYSIWYG editing. Responsive WCAG-accessible templates enable site customisation.
  • Forms: Single/multi page responsive with workflow and integration capability.
  • My Account: 24/7/365 login, customer self service, make/manage/monitor service requests.
  • Process: BPM, Customer Experience Management, Personalised Content, Channel Shift Online.
  • Secure Digital Online Transactions. Authentication modules.
  • User Management: Security controls lock down content to relevant users.
  • Optional: Intranet Staff Online Learning Management Module.
  • Options: Find-My-Nearest, Social Media, Events, Blogs, Corporate Bookings System, Disruptions.
  • Options: Payment Connectors, Community Watch Messaging, Booking, Case Management, Disruptions.
  • Options: Performance Dashboards, Multiple Environments, Cloud Support for Digital Services.

Benefits

  • Citizens can easily access content/forms from their mobile/desktop.
  • Workflow/approvals control publishing of content to provide quality assurance.
  • Excellent service: proven/experienced hosting and service management support team.
  • Powerful search ensures site users find content quickly.
  • Extend Platform functionality with modules or development/configuration.
  • Quickly identify potential website/content improvements via metrics/Google Analytics.
  • CRM Lite: replace legacy systems with modern, flexible Digital Platform.
  • Integration: Secure 3rd party links enable online efficiency savings.
  • Manage responsive websites, intranets/extranets, subsites and microsites with optional themes.
  • Share best practice within the active GOSS User Group Community.

Pricing

£1695 to £2970 per instance per month

Service documents

G-Cloud 9

376417205586933

GOSS Interactive Ltd

Simon Smith

+44 0 844 880 3637

enquiries@gossinteractive.com

Service scope

Service scope
Software add-on or extension No
Cloud deployment model Hybrid cloud
Service constraints Planned maintenance will be agreed as required.
Support available for GOSS trained users.
Java or .NET MVC website templates provided/supported.
System requirements
  • An appropriate browser such as:
  • Internet Explorer 10+
  • Microsoft Edge
  • Firefox
  • Chrome

User support

User support
Email or online ticketing support Email or online ticketing
Support response times Response from 30 mins to 4 hours depending upon incident severity/nature. UK based Service Helpdesk open 8am to 6pm Monday to Friday excluding Bank hols for emails, phone calls, webchat. Online ticketing available 24/7/365. Hosting Monitoring provided 24/7/365. Please refer to detailed support SLAs in the GOSS Service Definition document.
User can manage status and priority of support tickets Yes
Online ticketing support accessibility WCAG 2.0 AA or EN 301 549
Phone support Yes
Phone support availability 9 to 5 (UK time), Monday to Friday
Web chat support Web chat
Web chat support availability 9 to 5 (UK time), Monday to Friday
Web chat support accessibility standard None or don’t know
How the web chat support is accessible N/A
Web chat accessibility testing N/A
Onsite support Yes, at extra cost
Support levels The GOSS Support provided within the GOSS Cloud Software Service fee includes:

* Service monitoring and maintenance by a team of dedicated Network Support Engineers - maintaining and supporting hosting infrastructure and applications 24/7/365.

* Application updates and patching as required by new software releases.

* Office hours UK Help Desk support for GOSS trained users. Incidents are allocated a priority level appropriate to the incident/issue and responded to accordingly - see GOSS Service Definition for further details.

A Client Support Administrator is allocated to each GOSS client, yet all Help Desk staff are trained to support all clients. An Account Manager is allocated to each GOSS Client and will be in regular contact, ensuring ongoing customer satisfaction.

Additional support and consultancy can be provided based on a day rate if required. This is detailed within the separate GOSS Cloud Support Service on the Digital Marketplace. Please also refer to the GOSS Pricing and Service Definition Documents.
Support available to third parties Yes

Onboarding and offboarding

Onboarding and offboarding
Getting started Project Management: A Project Manager and Account Manager are assigned, and will review any client requirements for specific configuration and support. A deployment plan is generated in agreement with the client which covers the deployment of the requested Cloud Service, together with any optional modules and known configuration requirements. The on-boarding deployment process commences, whilst the training consultation takes place to ensure the training programme meets the needs of the range of trainees. Customers are provided a selection of training dependent upon their specific needs, with certain training being mandatory. This can include online webinars, onsite training, offsite training. User documentation includes: online context sensitive help to a help website, training guides. Help site provided via Cloud Software Service and training guides when training provided.
Service documentation Yes
Documentation formats
  • HTML
  • PDF
  • Other
Other documentation formats
  • Microsoft Word
  • Microsoft PowerPoint
End-of-contract data extraction As detailed in the Client Service Manual, the secure off-boarding data extract process will be agreed as part of the Client Exit Plan and agreed within the Call-Off Contract. Once complete and after the agreed retention period, data will be destroyed in line with GOSS ISO 27001 information security policies.
End-of-contract process The GOSS Exit Plan is deployed as per the initial Call-Off Agreement in line with GOSS ISO 27001 processes. The Leaver Checklist Process actions are performed within the termination period and include: Data Extraction and Transfer, Financial Settlements, GOSS/Support systems access disabled, GOSS internal system updates, Decommissioning of Servers, supply Certificate of Destruction. Whether an exit occurs as a result of Contract Expiry or Termination, GOSS Interactive will ensure a continued service, as defined in the original contract, is maintained throughout the Notice Period, that relevant data is held, transferred, returned and destroyed securely, that knowledge and documentation transfer takes place as required, and that costs, timescales, governance and legal requirements are clear and transparent.

Using the service

Using the service
Web browser interface Yes
Supported browsers
  • Internet Explorer 10+
  • Microsoft Edge
  • Firefox
  • Chrome
Application to install No
Designed for use on mobile devices Yes
Differences between the mobile and desktop service The websites, intranets or Self/Assisted Service portals managed using this service are responsively designed so that content including pages and eforms, will automatically resize appropriate to the device accessing the page, be this a desktop, tablet or mobile device, enabling end customers/citizens to view sites as required.
Accessibility standards WCAG 2.0 AA or EN 301 549
Accessibility testing For all site/portal designs and themes, GOSS checks they are fully W3C compliant - from checking colour contrast to font sizes, we consider the user and their needs. Once the designs are complete, we have the ability here to run testing sessions with users of assistive technology, to check the usability of the designs. This would involve creating prototypes that allow the users to click through the designs to see which areas are working and showing alternative solutions (A/B tests), all before going to build.

GOSS ensures websites managed by the GOSS service are WCAG 2.0 AA compliant and verifies this using various accessibility validators and testers (such as Total Validator and Colour Contrast Analyser), to ensure compliance with the standard. As there are a huge number of commercially available Assistive Technologies on the market, it would be impossible to test all, so the approach taken is to ensure compliance with the International Standard, that these assistive technologies will themselves support and be compliant with.

The GOSS G-Cloud Cloud Software Services include accessible site themes/portals tested to WCAG 2.0 AA, and GOSS clients are using a range of assistive technologies to gain access to the websites/intranets and portals.
API Yes
What users can and can't do using the API Access to elements of the GOSS 'iCM' Digital Platform is possible using the platform’s API Server. The Server runs multiple Worker-Services, each of which has its own documented API. These services are called using JSON-RPC and have highly configurable security settings which combine internal/external flags, IP restrictions, API Keys and user defined access controls.

The core functionality of the GOSS CMS is available using the iCMAPI Worker. This includes methods for creating and updating all iCM library content, website users and database objects. Services such as image manipulation, and the execution of SQL statements can also be performed via the API.

iCM library content is available for use in forms using the iCMAPI Worker. The forms platform has access to the full range of Worker Services including the FormUtilities, Authentication, Email and Postcode Lookup APIs.

The services and solutions delivered using the Digital Platform can be queried, created and updated via dedicated APIs. These include the History Worker, which provides a flexible and extendable logging module for services, and the Workflow Worker Service, which provides the underlying technology for the GOSS Business Process Implementation.
API documentation Yes
API documentation formats
  • HTML
  • PDF
  • Other
API sandbox or test environment Yes
Customisation available Yes
Description of customisation Using this service, website/intranet/My Account Self Service portal content can be edited such as pages, media content, forms and processes, and end to end transactional services. Users can customise metadata, user permissions, create reports, apply skins to alter website theme colours.

Customisations are performed using the various tools provided with the Digital Platform Cloud Service such as the CMS content editor (which includes WYSIWYG editing), various pre-configured website templates that control content display, and the drag and drop forms designer. The process and workflow engine can be used with Forms, and End Points (API server) to create effective online end to end
transactional services accessed via My Account for customer self service and assisted service.

Users with appropriate permission can edit the above features. Administrators can control which users and user groups can access and edit different parts of the Digital Platform, based on granular access permission settings.

Please see the service definition for more information.

Scaling

Scaling
Independence of resources The GOSS Service is scaled to meet client transactional volumetric requirements and anticipated growth, with “Burstable Bandwidth” to cater for surges in traffic (although additional charges apply). If future volumes exceed expectations within the current solution. The Service can be scaled-up to cope with additional demand as required. By using analysis tools, each individual server and service is carefully calibrated to achieve optimum efficiency and performance.

Analytics

Analytics
Service usage metrics Yes
Metrics types Monthly Availability performance reports shared with all Cloud clients. Metrics provided within application to display Google Analytics statistics. Software includes management reporting function. Performance dashboards can be deployed to share performance information.
Reporting types
  • API access
  • Real-time dashboards
  • 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 Developed Vetting (DV)

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 No
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 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 importing and exporting
Data export approach HTML, XML, CSV, BPMN2.0
Data export formats
  • CSV
  • Other
Other data export formats
  • HTML
  • XML
  • BPMN 2.0 XML
Data import formats
  • CSV
  • ODF
  • Other
Other data import formats
  • HTML, XML
  • BPMN 2.0 (for processes only FORMS)
  • Word

Data-in-transit protection

Data-in-transit protection
Data protection between buyer and supplier networks
  • TLS (version 1.2 or above)
  • Other
Other protection between networks GOSS can work with individual clients to ascertain and meet protection needs, based on their individual security/service requirements. Please note additional GOSS Cloud Support fees may be applicable.
Data protection within supplier network
  • TLS (version 1.2 or above)
  • Other
Other protection within supplier network Data in transit within our hosting environment is protected using SSL/TLS where possible. Any data flows that cannot be protected using SSL/TLS will be segregated from other clients by using dedicated virtual networks per client and environment.

Availability and resilience

Availability and resilience
Guaranteed availability 99.95% Site availability with 99.99% Network Availability.
24/7/365 hosting support.
See GOSS Terms and Conditions for Service Credit schedule relating to Site/Network availability.
Approach to resilience The GOSS Data Centre has all standard resilience and security features in place, including independent power distribution paths, redundant Uninterrupted Power Supplies, backup generators, automatic fire suppression, resilient air conditioning, environmental monitoring, swipe card access control, intruder alarm systems and CCTV. Access to our facility can only be gained under the supervision and with approval of a GOSS Hosted Services engineer.
Due to the importance of high availability and resilience we also have the following in place:
• Redundant power supplies on all hardware connected to independent power and UPS circuits
• Redundant network connections for all inter connectivity between components
• Redundant disks and storage controls for all storage arrays
• Resilient, geographically diverse, internet connectivity from independent connectivity providers
• Internet edge intrusion prevention systems
• Offsite replication and secure storage of all backups
• Comprehensive Disaster Recovery plans for all services as part of our Business Continuity Plan
Each Client and environment is segregated into their own dedicated, private DMZ and Backend service networks. Extensive Access Control Lists and Firewall services are in place to lock down access to specific services. All changes to security appliances are audited.
Outage reporting GOSS Incident ticketing system is used. GOSS provides monthly reports confirming site availability. GOSS will provide access to the GOSS Online Support System to allow clients to check performance against support issue SLAs.
Our service report covers site availability and Priority 1 incident management information reported to our Support Service Desk. Other updates such as planned maintenance, upgrades, patches, User Voice, and security are summarised on the GOSS website through the GOSS Clientzone secure portal.

Identity and authentication

Identity and authentication
User authentication needed Yes
User authentication
  • 2-factor authentication
  • Identity federation with existing provider (for example Google Apps)
  • Dedicated link (for example VPN)
  • Username or password
  • Other
Other user authentication 2-factor authentication for site registration only.
3rd party (i.e. google, social media etc via additional module. VPN add on. See pricing document for more details.
Access restrictions in management interfaces and support channels Management Interfaces are controlled by a powerful and granular user management system. System Administrator can configure a range of users with access to various parts of the Service as required.

Support is provided only to GOSS trained staff as listed in the GOSS Support System. Support provide fixes only, any system config is subject to the GOSS ISO certified Change Control procedure which requires sign-off by system admin as defined in the GOSS Service Manual.
Access restriction testing frequency At least once a year
Management access 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 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 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 Alcumus ISOQAR
ISO/IEC 27001 accreditation date 2 August 2013
What the ISO/IEC 27001 doesn’t cover Nothing.
ISO 28000:2007 certification No
CSA STAR certification No
PCI certification No
Other security accreditations No

Security governance

Security governance
Named board-level person responsible for service security Yes
Security governance accreditation Yes
Security governance standards ISO/IEC 27001
Information security policies and processes GOSS are certified in ISO 27001:2013 for Information Security Management and ISO 9001:2008 for Quality Management. All GOSS Staff are inducted and regularly trained in all relevant ISO Information Security Policies and processes as defined in the GOSS Information Security Manual. GOSS employs an ISO Manager who (reporting into the MD) is responsible for ensuring the ongoing training, deployment, enhancement of the company ISO policies and to ensure that all staff comply. Internal and external audits take place regularly to ensure ongoing compliance. The GOSS secure staff Intranet includes links to the GOSS Information Security Manual, information asset list, statement of applicability and other information. There is also secured access to additional information and processes such as the Disaster Recovery Plan/Business Continuity Plan. The Information Security Manual (ISMS) details the company Security Policy, various staff/team responsibilities, risk management, asset management, HR Security, physical/environmental security, access control, operational control, Business Continuity Management. The Senior Management team are informed of any new ISO information/issues which are then shared as appropriate across the various teams - however ALL staff have a responsibility to ensure their actions are compliant with both ISO Policies and procedures.

Operational security

Operational security
Configuration and change management standard Supplier-defined controls
Configuration and change management approach All changes are assessed in line with our ISO 9001:2008 Change Control Process (details available on request), including security issues/risks/impact. Covers major releases, patches and hot fixes as required.

All components are logged and managed via Subversion to enable a full roll back to previous versions. Subversion records changes made including user-ID, date and change reason.

Code Changes audit trail includes the ability to compare versions across the entire delivery platform including Templates, Style Sheets, JavaScript and application code.

Staged deployment process across various environments. Hot Fixes may be supplied and deployed as required to address urgent security issues.
Vulnerability management type Conforms to a recognised standard, for example CSA CCM v3.0 or SSAE-16 / ISAE 3402
Vulnerability management approach GOSS ISO 27001:2013 certified process: constant monitoring across all major security bulletins ensures that our Development/Network Engineers are immediately notified should problems arise. Actively review OWASP news feeds to learn, adapt to, implement latest security standards in all GOSS products and services.
Appropriate corrective action is taken quickly via the deployment of application patches/hot fixes to address new threats and vulnerabilities.
Network Engineers monitor security bulletins from relevant vendors and organisations such as CERT UK, US CERT, Cisco, Red Hat, Microsoft and VMware.
Protective monitoring type Conforms to a recognised standard, for example CSA CCM v3.0 or SSAE-16 / ISAE 3402
Protective monitoring approach GOSS ISO 27001:2013 certified process: Network Engineers monitor security bulletins from relevant vendors and organisations such as CERT UK, US CERT, Cisco, Red Hat, Microsoft and VMware and take positive action where required in line with the GOSS ISO Security Manual.
A centralised monitoring system is used to automatically alert engineers in and out of hours, depending on the impact and the severity of the event. An event will automatically get escalated if an on call engineer does not investigate within a certain period of time as per our Incident Management Policy and SLA.
Incident management type Supplier-defined controls
Incident management approach GOSS ISO27001 Security Manual details the Incident Management Policy for the management and reporting of security incidents. The objective is to minimise the damage from security incidents and to monitor and learn from such incidents. Process for incident management covering software, hosting or client support related issues including documented call-out procedure and escalation procedure. Support process defines incident priorities and response/resolution timescales.
Users report incidents via 24/7/365 online ticketing system, or via email, phone or LiveChat during stated helpdesk hours.
Incident reports and updates are provided via the GOSS online ticketing and reporting system.

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 £1695 to £2970 per instance per month
Discount for educational organisations No
Free trial available No

Documents

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