Digital Transformation Solution - The Bridge CRM with Integrated CMS
Web Labs Bridge provides one entity which houses many of tools required to create A single portal into Council’s online services and information. The Bridge can facilitate integration into third party / legacy systems or can be used to create new workflows and process's based on the latest standards.
- Customers access their online personal account to view personal data/transactions
- Customers communicate through multiple channels - Telephone, Web, SMS, Email
- Each transaction tracked/monitored for status, deadline and satisfaction feedback
- One screen view of all historical/current transactions, requests, issues
- One GUI pulls together data from 3rd party legacy systems
- Flexible workflow ensures notifications and enquiries directed to correct person
- Single view of customer, data analysis and trend identification
- Customer segmentation customer insight
- Service advisors can complete transactions on the customer’s behalf
- Deliver customer correspondence as e-documents i.e. bills, statements, notifications
- Improve response times and user experience
- Reduce expensive face-to-face meetings, telephone calls and reduce costs
- Mobile first design encourages on-line transactions
- Provide more joined-up, secure view of residents and service users
- Intelligent forms guiding users to report, book, request and pay
- Search engine/taxonomies make it easy to find what users want
- Customers manage own accounts/profiles with automatic form population reducing re-keying
- Automatic rules-based assessment applied to online payments or appointments
- Improved responsiveness through more/better information closer to the front-line
- Better linking of data provides opportunities to improve decision making
£69000 to £78000 per instance
- Education pricing available
- Free trial available
- Pricing document
- Skills Framework for the Information Age rate card
- Service definition document
- Terms and conditions
Web Labs Ltd
|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 Web Labs’ Digital Transformation Platform pulls together data from existing systems to add an extra level of insight and functionality. One intuitive GUI user interface, integrates all Web Labs and/or 3rd party CMS, EDRMS, e-Forms, E-Democracy, e-Commerce, Customer Self Service, systems under one umbrella.|
|Cloud deployment model||Hybrid cloud|
|Service constraints||No constraints, the service is 100% browser based and requires no specific hardware configurations|
|System requirements||No specific requirements|
|Email or online ticketing support||Yes, at extra cost|
|Support response times||Immediate response from email and online ticketing to inform call has been logged. Guaranteed call back from developer or technician within an hour of call being logged.|
|User can manage status and priority of support tickets||Yes|
|Online ticketing support accessibility||WCAG 2.1 AA or EN 301 549|
|Phone support availability||9 to 5 (UK time), 7 days a week|
|Web chat support||Yes, at an extra cost|
|Web chat support availability||9 to 5 (UK time), Monday to Friday|
|Web chat support accessibility standard||WCAG 2.1 AA or EN 301 549|
|Web chat accessibility testing||ISL Pronto Live Chat|
|Onsite support||Yes, at extra cost|
Additional Cost for 'out-of-hours' support
Technical Account Manager Support
Dedicated Account Manager support provided with possible ‘out-of-hours’ number for emergencies responsible for:
• Correctly assessing and categorising reported incidents.
• Filtering out any end-user errors i.e. operator error
• Allocating priority categories and escalating responses.
• Ensuring calls are directed to the correct resource to diagnose/resolve problems.
• Updating on the progress of incidents, according to the SLA requirements.
• Managing change implementation (upgrades, patches, new processes and products).
• Manage version control.
Priority 1. System down or largely unusable through failure of all areas of core functionality. 1 Hour response, 2 hours diagnosis, 4 hours resolution
Priority 2. A major part of the system is down or largely unusable through failure of one or more areas of core functionality. 1 hour response, 4 hours diagnosis, 8 hours resolution
Priority 3. A problem exists but there is a way to continue processing. 2 hours response, 7 hours diagnosis, 2 days resolution
Priority 4. Cosmetic changes or a problem that has no significance on day-to-day processing. 4 hours response. Resolution time agreed with the customer.
Priority 5. Request for information - response time as agreed with the customer.
|Support available to third parties||Yes|
Onboarding and offboarding
|Getting started||Buyers are provided with:- 1) Onsite system administration and user content management training either in a classroom or small workgroup environment 2) Online training is provided where the trainer and trainees can share and control screens 3) The dedicated trainer for the project will customise manuals and training guides for each organisation and for each user role i.e. administrator, content editor, marketing officer, call centre agent etc. 4) Online contextual help screens are also provided|
|End-of-contract data extraction||
Under the G-Cloud 11 framework Web Labs will provide an exit plan which will also be outlined in the SLA.
At least 10 Working Days before the contract ends, Web Labs will extract and provide all data (including Buyer Data), Buyer Personal Data and Buyer Confidential Information.
Web Labs will securely export data and metadata using industry standards that can be re-used such as Tab-delimitated and XML formats.
|End-of-contract process||All personal data will be deleted or returned to the client as requested at the end of contract|
Using the service
|Web browser interface||Yes|
|Application to install||No|
|Designed for use on mobile devices||Yes|
|Differences between the mobile and desktop service||Our responsive framework ensures that content is optimised for desktop, laptop and mobile devices. Web Labs generally use JQuery Mobile HTML5 based user interface system designed to make responsive web sites and apps that are compatible with all major desktop browsers as well as all major mobile platforms, including Android, iOS, Windows Phone, Blackberry, WebOS, Symbian. Utilising the our responsive framework, our configurations immediately identify which device is calling the website and web page format and layout is automatically re-rendered and optimised for screen sizes for multiple devices|
|Accessibility standards||WCAG 2.1 AA or EN 301 549|
|Accessibility testing||Independant third party audits|
|What users can and can't do using the API||
Users can retrieve the entities data, update an entity, delete an entity, and add a new entity. Retrieve entities can be filtered by the meta-data held on the entity as well as by the fields associated with the entity.
Users themselves cannot be added through the API.
Entities in many cases are dynamic, so can be different per system instance depending upon client configuration.
|API documentation formats||HTML|
|API sandbox or test environment||Yes|
|Description of customisation||
Using a user friendly GUI non-technical users with appropriate permissions can customise:- a) home page dashboard, layout contents and profiles. b) users permissions and roles, c) workflow and approval status, d) create, edit and publish intelligent online forms, e) create, edit, delete and publish webpage content, f) create, edit, delete navigation menus.
In-house developers will be trained and provided with relevant source and API code giving them total control and ability to customise any part of the service. The solution has an App store so that external or in-house developers can push current or new Apps into service for specific use.
|Independence of resources||We can traffic shape based on user experience and usage patterns. We can also segment system resources to protect service levels|
|Service usage metrics||Yes|
Built-in tools monitor site stats, such as traffic, top pages, speed and performance and online petitions, consultations and feedback modules will help establish user satisfaction.
Furthermore compliance with Google Analytics can provide page timings, and gain user insights into bounce rates, in-page analytics user defined Goal Flows.
The Digital Transformation Solution integrates with other 3rd party systems to provide one ‘golden record’ for each client. Council/Call Centre staff with appropriate permissions can view on a single screen all historical and current transaction activity for each customer.
|Supplier type||Not a reseller|
|Staff security clearance||Conforms to BS7858:2012|
|Government security clearance||Up to Security Clearance (SC)|
|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 every 6 months|
|Penetration testing approach||‘IT Health Check’ performed by a CHECK service provider|
|Protecting data at rest||
|Data sanitisation process||Yes|
|Data sanitisation type||
|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||Non-technical users/administrators with appropriate permissions can use an inbuilt user friendly report/audit generator to filter the data required and then securely export in a format they require. The data that users can see, filter and export is controlled by their user permissions. More advanced in-house IT administrators and developers can use third party business intelligence applications/report generators to access and export data they require.|
|Data export formats||
|Other data export formats||XML|
|Data import formats||
|Other data import formats||
|Data protection between buyer and supplier networks||
|Data protection within supplier network||
Availability and resilience
|Guaranteed availability||99.9% application uptime as measured through 1-minute polls using ICMP echo-requests. 99.9% network connectivity uptime of the customer service as measured through 1-minute polls using ICMP echo-requests Users are refunded by negotiated settlement outlined in the SLA|
|Approach to resilience||Web Labs do not want to make this information public. However, we are willing to share information with a specialist security expert on how we have designed our service to be resilient|
|Outage reporting||Our system issues email alerts to named contacts|
Identity and authentication
|User authentication needed||Yes|
|Access restrictions in management interfaces and support channels||All access to service interfaces and support channels are constrained to authenticated and authorised individuals with appropriate access privileges.|
|Access restriction testing frequency||At least every 6 months|
|Management access authentication||
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
|ISO/IEC 27001 certification||Yes|
|Who accredited the ISO/IEC 27001||Certification International|
|ISO/IEC 27001 accreditation date||28 October 2015|
|What the ISO/IEC 27001 doesn’t cover||The Statement of Applicability covers all 27001 controls with the exception of loading bays|
|ISO 28000:2007 certification||No|
|CSA STAR certification||No|
|Other security certifications||Yes|
|Any other security certifications||ICO Data Protection Registered|
|Named board-level person responsible for service security||Yes|
|Security governance certified||Yes|
|Security governance standards||ISO/IEC 27001|
|Information security policies and processes||To preserve confidentiality, integrity and availability, Selcom have implemented an Information Security Management System (ISMS) in accordance with the international standard ISO/IEC 27001. Selcom have appointed an Information Security Manager (ISM) and the ISMS policy is approved by Senior Management and is reviewed at regular intervals (ISMS Management Review Meetings) or upon significant change. Management have put an audit programme in place and all sections of the ISMS are audited at least once a year to ensure that the ISMS:- a) conforms to the requirements of the relevant standards and any other legal, regulatory or contractual requirements b) meets all identified information security and business continuity requirements c) is effectively implemented and maintained d) perform as expected The ISM records decisions and actions related to: i. the improvement of the ISMS ii. updating of the risk assessment and risk treatment plan as appropriate iii. the modification of procedures and controls in response to changes in requirements iv. resource needs v. improvements to how the effectiveness of controls and objectives are measured Regular ISMS Review Meetings Any action needed is implemented and such action reviewed for effectiveness including changes to the ISMS. Appropriate documented information on the action taken is retained|
|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||Physical storage, internet bandwidth and operational systems are monitored with 24/7 automatic monitoring alerting when predefined thresholds are exceeded. Changes are identified on the Change Request form and logged in the change Change Control log. The originator obtains sufficient information to complete the Change Request The Internet Services Director then reviews and/or carries out a risk assessment identifying potential risks, security impacts and then identifies and costs the required controls in line with the Selcom's risk management framework. The Internet Services Director in consultation with the Managing Director is then responsible for authorising the change to go ahead.|
|Vulnerability management type||Conforms to a recognised standard, for example CSA CCM v3.0 or SSAE-16 / ISAE 3402|
|Vulnerability management approach||Firewalls are configured 24/7 to alert in the event of significant intrusions or incidents occurring We use advanced monitoring and live detection defence systems to detect vulnerabilities Anti-Virus is configured to be patched automatically. Our automatic patch policy covers, binary executable, source code modification, service pack and firmware patches Technical services will then identify the priority for the update to be tested and deployed dependant on the nature of the treat and any known exploits. Any patch deployment and software updates must comply with our defined change management process.|
|Protective monitoring type||Conforms to a recognised standard, for example CSA CCM v3.0 or SSAE-16 / ISAE 3402|
|Protective monitoring approach||Systems are monitored 24/7 by Zabbix software and in-house systems, calling the operations team to action when necessary. Zabbix notifies of: Warning Alerts, Critical Alerts, System Down and System Recovery Regular scanning using Barracuda’s Vulnerability Manager (BVM) tool finds vulnerabilities such as those on the OWASP Top 10, including SSL injection, cross-site scripting, and others. Any issues found will be imported into the Barracuda Web Application Filter, which will automatically generate and apply mitigation rules Servers are professionally managed and conform to guidelines under the Government's e-Government programme. The Data Centre undergoes PEN (CREST) testing twice per year|
|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||The Information Security Manager (ISM) is responsible for incident management processes relating to, Personal accident, Breach of Physical and information security, Loss/theft of property, Data/information missing, lost or incorrect, Financial irregularities and Violence, abuse or harassment. All staff must report information security incidents and weaknesses immediately, recording them in the Incident Report Form and following up by a telephone call to the ISM The ISM logs and follows up reported incidents and weaknesses. The ISM ensures that the appropriate action is taken and recorded in the Incident Recording System which can be seen by the originator and Senior Management|
|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
|Connection to public sector networks||Yes|
|Price||£69000 to £78000 per instance|
|Discount for educational organisations||Yes|
|Free trial available||Yes|
|Description of free trial||
A basic 'lite' version is hosted externally for potential buyers who after basic training can then experiment with the system.
Integration with back-end systems is generally not included and the time frame is dictated by circumstances