Datatank Ltd

Single Person Discount (SPD) Profiler

Datatank’s SPD Profiler is a cloud-based software platform that provides Councils with a simple and cost effective means of identifying and cancelling incorrect and fraudulent Council Tax Single Person Discount claims.

Features

  • Securely upload and verify your Single Person Discount claims
  • Evidence based analytics and risk scoring of every cliam
  • Accurate identification of invalid claims using multiple data sets
  • Automated production of claimant canvas letters
  • e-forms for online claimant response (digital-by-default)
  • Digital capture and verification of all claimant responses
  • Automatic notification of all claim review outcomes
  • Download of all review results and documents
  • Management and performance analysis dashboards
  • Real-time management reports

Benefits

  • Fast and accurate validation of your Single Person Discount caseload
  • Validate/cleanse your council tax database with minimal effort and cost.
  • Eliminates administration effort needed to process claimant responses
  • Free-up staff to focus on front line services
  • Implement the strategy you want, supports bulk and rolling reviews
  • Deploy across your team and keep informed
  • Review progress of every case in real-time
  • Real-time management and performance information at your finger tips
  • Supports your digital-by-default strategy
  • Screening accuracy reduces complaints and protects council's brand

Pricing

£0.79 per unit

Service documents

Framework

G-Cloud 11

Service ID

4 0 8 9 8 0 2 9 2 2 5 6 5 7 3

Contact

Datatank Ltd

Peter Cogger

07920 165432

peter.cogger@datatank.co.uk

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
  • Users are responsible for information security on their own devices

User support

Email or online ticketing support
Email or online ticketing
Support response times
Response to standard (non-urgent) questions is 2 to 4 hours
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 Profiler clients
User support is included in the licence fee
A technical account manager is provided
Support available to third parties
Yes

Onboarding and offboarding

Getting started
On receipt of order, Datatank will:
- create a client specific Profiler environment
- 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 Profiler can be extracted when the contract ends.
Data export facilities are provided for the user to download their data in CSV format and pdf format case files.
Users must have necessary user role authorisation to export data.
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 instance is to be deleted
- secure data deletion has been performed
- the data deletion certificate is issued

Using the service

Web browser interface
Yes
Supported browsers
  • 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
Profiler can be used on desktop PCs, laptops, and tablet devices.
.
Service interface
No
API
No
Customisation available
Yes
Description of customisation
Buyers can customise Profiler inbuilt templates (claimant letters and forms), work queues and management and performance dashboards
Customisation training is provided during the onboarding process

Scaling

Independence of resources
The availability and performance of the Profiler 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.

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

Supplier type
Not a reseller

Staff security

Staff security clearance
Conforms to BS7858:2012
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
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 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 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

Guaranteed availability
Profiler availability is 99.5%
Service unavailability refunds are not provided.
Approach to resilience
Profiler is hosted by UKCloud Ltd and implemented on dual redundant, hot standby data servers in the UK over 100km apart
Outage reporting
Email alerts

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

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
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

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

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

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
No

Pricing

Price
£0.79 per unit
Discount for educational organisations
No
Free trial available
No

Service documents

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