Computer Application Services Limited

Workpro HR Employee Relations Case Management System

Workpro HR case management system tracks and processes all Employee Relations casework. 24 ER case types (e.g. Disciplinary, Grievance, Health and Safety, Absence Management, Performance) included. Clear process steps, templates and targets ensure compliant, consistent case handling. Reporting and performance monitoring improves control and analysis. Integrates with other HR systems.

Features

  • ER case tracking system. 24 ready to go case types.
  • Process management. Configurable workflow & targets for multiple case types.
  • Alerts, reminders and alarms. Highly visible task indicators and notifications.
  • Case ownership. Allocated person per case or task, re-assignment options.
  • Document creation and storage within system, multiple document types supported.
  • Auto-populated templates (e.g. email, letter acknowledgements). Full Microsoft Word integration.
  • Real-time performance monitoring. Dashboards, case and task tracking, automatic escalation.
  • Automatic scheduled reporting. Ad hoc reporting. Categorisation features.
  • Quick and advanced search. Flexible filtering. Linked and Precedent Cases.
  • Data protection with file management, security and full audit features.

Benefits

  • One, secure, comprehensive system for processing all Employee Relations casework.
  • Consistent process; clear workflow ensures transparent, fair case handling
  • Reduced case handling costs, duplication of effort eliminated, faster processing
  • Increased productivity; alerts, reminders, workload management tools drive great service.
  • Convenient access to all case documentation, stored in case record
  • Standardised, quality documentation easily produced using auto-populated templates
  • Compliance; procedures and rules reflected in process steps and targets
  • Performance monitoring and control; visible KPIs, task and case status.
  • Improved reporting (scheduled, ad hoc, dashboard) from appropriately categorised data
  • Lessons learned from case outcomes, root cause and trend analysis.

Pricing

£66 per user per month

  • Free trial available

Service documents

G-Cloud 10

435466236320451

Computer Application Services Limited

Ken Naismith

0131 449 7071

Ken.Naismith@casltd.com

Service scope

Service scope
Software add-on or extension No
Cloud deployment model Private cloud
Service constraints Workpro requires Internet Explorer 10 or higher, but IE11 or Edge recommended. Also supports Mozilla Firefox and Google Chrome. For full integration when working with case documents, while MS Word 2007 or higher is supported, 2010 or above is recommended.
System requirements
  • Requires Internet Explorer 10 or higher. IE11 or Edge recommended.
  • Microsoft Word 2007 or higher (2010+ recommended) for case documents.

User support

User support
Email or online ticketing support Email or online ticketing
Support response times Depending on the Priority Level (1-5) of the fault, response times are between one hour and one business day.
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 Yes, at extra cost
Support levels Clients can securely log and monitor support requests through our online portal 24/7/365.
Application support hours are Mon-Fri 9-5, excluding Christmas and New Year period. Out of hours cover available at extra cost.
Managed cloud hosting support is 24/7 365 days a year (our hosting partner iomart plc provides Service Availability Guarantee of 99.9%).
Manned help desk with backup technical resource. Support by email or telephone, remote support via dedicated link or onsite as required. Support costs £110 for one hour slot, discounted bundles available. Onsite visits charged at day rate of £900 plus expenses.
CAS Business Relationship Manager coordinates support response. Levels assigned as:
Priority 1 - System non-operational and affects majority of users. Respond within 1 hour, resolve within 4 hours.
Priority 2- System non-operational and affects minority of users. Respond within 4 hours, resolve within 8 hours.
Priority 3 - Identifiable fault but system still operational, minor faults and advice. Respond within 4 hours, resolve next planned release.
Priority 4 - Cosmetic issues which do not affect the operation of the system. Respond within 8 hours, resolve next planned release.
Priority 5 - System enhancements, new and additional features. Respond within 8 hours, resolution according to negotiation.
Support available to third parties Yes

Onboarding and offboarding

Onboarding and offboarding
Getting started Our Setup Service is required with every Workpro implementation, to set up a client instance of Workpro on the Workpro Private Cloud and to ensure client specific security settings are in place. This service is described in the Service Definition document, as are the additional modules, customisation, support, integration and migration services that can be purchased with Workpro. Workpro Cloud Support Services are available in G Cloud 10 Lot 3.
While Workpro is designed to be intuitive and easy to use, we recommend training on the system to ensure that your organisation can use it to best advantage. Training is available for users, Train the Trainer, System Administrators and Report Writers. This can be onsite, or web based. A Workpro User Guide is supplied with the system and is accessible by a help link on screen.
Service documentation Yes
Documentation formats
  • HTML
  • PDF
End-of-contract data extraction We would provide client data in the form of a spreadsheet when the contract ends. We would also transfer any stored documents to a client drive.
End-of-contract process 1 month's notice is required, during which time service deprovisioning will be done.
Data and document extraction would be included in the price of the contract.

Using the service

Using the service
Web browser interface Yes
Supported browsers
  • Internet Explorer 10
  • Internet Explorer 11
  • Microsoft Edge
  • Firefox
  • Chrome
Application to install No
Designed for use on mobile devices Yes
Differences between the mobile and desktop service Workpro has a responsive design so it can be accessed from any mobile device.
Accessibility standards WCAG 2.0 A
Accessibility testing Workpro complies with many aspects of the WCAG 2.0 AA standard and we are working towards full implementation. Our Quality Manager has carried out an internal audit against the standard.
API Yes
What users can and can't do using the API The Workpro API interface is designed for access by a client website and provides functionality to support the creation of Workpro cases. Additionally, it allows users to upload one or more supporting pieces of documentation and associate them with a case. Workpro web services are typically hosted in one of two configurations: Within a separate application hosted inside a Workpro application or as a completely separate web site hosted in IIS.
Access to the services is normally limited by a firewall to specific source networks or addresses, to prevent unauthorised use. Other security mechanisms can be added depending on requirements. It is implemented as a set of WCF services configured to communicate using the WS-I Basic Profile1. This specification uses WSDL to define services and a version of SOAP for communication. To access and consume the services you should be able to use any programming language or tool which supports access to web services using SOAP.
API documentation Yes
API documentation formats PDF
API sandbox or test environment Yes
Customisation available Yes
Description of customisation Administration tools allow aspects of the solution to be maintained by users with the required access level and appropriate training. Authorised users can make changes to the following elements, without CAS input:
• Look-up Lists
• Categories and classifications
• Document templates
• KPIs (targets, thresholds and alerts)
• User permissions
• Some file management and data retention activities.
Workpro is extremely flexible, scalable and customisable. CAS provide Cloud Support services in G Cloud 10 Lot 3 to support further customisation of client Workpro systems, for example:
• Changes to or additional workflows or case types
• Changes to or additional reports or report models
• Changes to the standard Workpro Web Form (optional module).
We provide Integration services as follows:
• Integration with client website using web services
• Integration with other Client systems (e.g. CRM)
• Telephony system and call recording integration
• Scanner integration
• Integration with customer’s email domain.
We also provide data migration services:
• Scheduled Import of Administration data
• Migration of Existing Case Data.

Scaling

Scaling
Independence of resources Each application has a separate application pool / database so that resource allocation can be profiled and allocated according to expected usage. Overall performance of the system is monitored by checking response times and resource usage. Where necessary, additional resources can be allocated.

Analytics

Analytics
Service usage metrics Yes
Metrics types Support service metrics can be viewed on the Workpro online support portal. • Colour coded Issue List shows priority and status • Billing dashboard shows contracted hours used and how many remain • Reporting dashboard shows e.g. issues raised, closed or currently open. If the Usage Based Licencing model is chosen, monthly user login reports determine how many users have logged in that month. An invoice will be produced based on that number. A user will be defined as a named individual and usage will be defined as the initial login for that named individual in a calendar month.
Reporting types
  • 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 Security Clearance (SC)

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 ‘IT Health Check’ performed by a Tigerscheme qualified provider or a CREST-approved service provider
Protecting data at rest Physical access control, complying with another standard
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 Data can be exported from reports to other applications and formats, e.g. Excel, Word, PDF.
Data export formats
  • CSV
  • Other
Other data export formats
  • Excel
  • HTML
  • PDF
Data import formats
  • CSV
  • Other
Other data import formats
  • PDF
  • HTML
  • Excel

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)
  • IPsec or TLS VPN gateway
Data protection within supplier network
  • TLS (version 1.2 or above)
  • IPsec or TLS VPN gateway

Availability and resilience

Availability and resilience
Guaranteed availability We guarantee service availability of 99.9% within a calendar month and offer a refund of licence fees for periods where the service isn't available.
Approach to resilience Available on request.
Outage reporting Email alerts are sent to our support team if the service isn't available.

Identity and authentication

Identity and authentication
User authentication needed Yes
User authentication
  • Dedicated link (for example VPN)
  • Username or password
Access restrictions in management interfaces and support channels Administrator accounts are not granted permissions to access case data within the system. Access to servers is via named accounts and is monitored.
Access restriction testing frequency Less than 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 contact the support team to get audit information
How long supplier audit data is stored for At least 12 months
How long system logs are stored for At least 12 months

Standards and certifications

Standards and certifications
ISO/IEC 27001 certification Yes
Who accredited the ISO/IEC 27001 BM TRADA Certification Ltd.
ISO/IEC 27001 accreditation date 03/05/2018
What the ISO/IEC 27001 doesn’t cover The CAS ISO27001 certification scope covers the service provided directly by the organisation, i.e. the software processing and storage environment, and development and administrative systems in place to support this. The provision of hardware and network services is the responsibility of our service partners, Iomart, who have their own ISO 27001 certification.
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
  • Other
Other security governance standards Cyber Essentials
Information security policies and processes As an ISO 27001 certified organisation, CAS has a fully documented ISMS (Information Security Management System) which includes the following policies: CAS Information Security Standard, CAS Information Backup Procedure, CAS Logical Access Security Standard, CAS Risk Assessment and Treatment Procedure, CAS Physical Security Guidelines, CAS Site Security Instructions, CAS Data Protection Procedure, CAS HR Security Guidelines. Copies of policies are available on request. The CAS Chief Executive Officer is responsible for overseeing the high level co-ordination of Information Security Management within CAS. CAS has an Information Security Forum who meet regularly and are responsible for ensuring policies are followed, consisting of:
• CAS Chief Technical Officer
• CAS Information Security Manager
• CAS Business Relationship Manager
• CAS Quality Manager.

Operational security

Operational security
Configuration and change management standard Supplier-defined controls
Configuration and change management approach Our change management process is included within the scope of our ISO9001 accreditation.
At the start of a customer project a baseline specification is created. Changes to this are managed via a formal change control process with customers required to approve any changes to this specification.
Core product changes are managed using an agile process. A specification for the core product is checked in to our source control system which describes the version at that revision.
Configuration changes are managed in the same way and deployed using an automated build for removing variability from deployments.
Vulnerability management type Supplier-defined controls
Vulnerability management approach CAS assign information processing assets to individual owners within the organisation, who are responsible for assessing risks and mitigation steps applicable to these assets. The Workpro application can be patched with very little notice: there is no specific timetable for such updates as the priority depends on the nature of any vulnerability. Regarding information on potential threats, Workpro is subject to constant review during development and installation. Additionally external penetration tests have been arranged and can be repeated if required.
Protective monitoring type Supplier-defined controls
Protective monitoring approach The Workpro environment is subject to constant ongoing monitoring by an industry standard tool which can report failures or other incidents to responsible staff. These monitors are run from a range of systems, including externally hosted servers. Any incident is subject to review, discussion and escalation with an experienced team in place to identify and address issues. Since reporting is real time, the response to any incident can be immediate.
Incident management type Supplier-defined controls
Incident management approach CAS has a documented incident reporting process that includes action steps to handle critical incidents, up to and including large scale business continuity issues. CAS maintains a robust reporting system, accepting inputs from internal and external sources. Incidents are recorded in a formal database and are treated according to priority and impact. Failures that impact on user access or data can result in a formal report including details of actions taken, and any steps proposed to prevent or mitigate further incidents.

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 £66 per user per month
Discount for educational organisations No
Free trial available Yes
Description of free trial Clients are given a login to a trial version. Report Builder is not included with this version. Access is usually for one month, but is negotiable.

Documents

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