EVO RMP: Repair Management Platform
A digital platform that enables residents of local authority social housing, housing associations and private rental sector to report repairs, request emergency response, manage appointments and find home information quickly. The platform allows repairs and service history to be tracked in real time by support centre and trades operatives.
Features
- Resident Repair Reporting (multi-channel)
- Emergency/Urgent Repairs Management (multi-channel)
- Resident Living Mobile App
- Real-time calendar
- Repair/Job Service History
- Customer Service Operator Dashboard
- Property Records & Logbook
- Trades/Service Pro App
- Time & Material Tracking
- Invoicing & Billing
Benefits
- Residents can book/report repairs digitally using multiple channels
- Residents can request emergency/urgent jobs for immediate response
- Residents can manage appointments and track repairs start to finish
- Residents can find home information and FAQ's
- Customer Service Teams can monitor repairs in real-time
- Customer Service Teams can access all home/resident/event information
- Customer Service Teams can access all repairs service history
- Issue/Dispatch jobs to trades by skill/time/location
- Trades can attend/update jobs with clear repair requirements
- QR Code check-in within properties to verify attendance
Pricing
£7,500 a licence a month
Service documents
Request an accessible format
Framework
G-Cloud 12
Service ID
4 4 4 1 6 4 7 6 7 8 3 4 0 6 7
Contact
EVO DIGITAL TECHNOLOGIES LIMITED
DEAN SHEPHERD
Telephone: +443333445513
Email: dean@evo.pm
Service scope
- Software add-on or extension
- Yes, but can also be used as a standalone service
- What software services is the service an extension to
- Evo is a Digital Property Management Solution that can operate as a single software solution and can also be integrated with a wide variety of job management solutions as required. Includes purpose built native integrations with Xero, GoogleMaps, Gmail, Calendar, Twilio (for SMS) and Front.
- Cloud deployment model
- Private cloud
- Service constraints
- No
- System requirements
-
- Internet Connection
- Google Chrome is recommended for best web browser experience
User support
- Email or online ticketing support
- Email or online ticketing
- Support response times
-
2 hour response - Critical Issues - 9am-5pm Mon-Fri
4 hour response - Standard bugs - 9am-5pm Mon-Fri
24 hour response - Change requests - 9am-5pm Mon-Fri
Weekend response - Adhoc based on severity - 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
- 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
- None or don't know
- Web chat accessibility testing
- None
- Onsite support
- Yes, at extra cost
- Support levels
- Onsite support for integrated platforms, where internal systems are linked to our solution. Onsite support costs between £500-£1500 a day, depending on the resource required of the business. This would also dictate whether we send technical account managers or support engineers.
- Support available to third parties
- Yes
Onboarding and offboarding
- Getting started
- Onsite training, online training, user onboarding and user documentation are all available.
- Service documentation
- Yes
- Documentation formats
-
- HTML
- End-of-contract data extraction
- Evo will provide the ability to correct, block, export and delete the Customer Data during the terms of the agreement. To the extent the customer does not have the ability migrate Customer Data to another system, Evo can, at Customer’s reasonable expense, comply with any reasonable requests to assist in this.
- End-of-contract process
-
A 30 day hand-over period is included within the contract to assist with any data migration from our service along with a customer satisfaction survey and final analytical report.
On the expiry or termination of the Agreement, and after a recovery period of up to 30 days following such expiry or termination, Evo will delete the Customer-Deleted Data within a maximum period of 180 days, unless applicable legislation or legal process prevents it from doing so.
Using the service
- Web browser interface
- Yes
- Supported browsers
-
- Microsoft Edge
- Firefox
- Chrome
- Safari 9+
- Application to install
- Yes
- Compatible operating systems
-
- Android
- IOS
- Other
- Designed for use on mobile devices
- Yes
- Differences between the mobile and desktop service
-
Customer Services Operators access the digital dashboard via a standard secure web browser - we highly recommend Google Chrome
Residents can access the application via web and native app.
They can also connect and communicate via a number of other channels including Voice, SMS, WhatsApp and Facebook Messenger (among others) - Service interface
- No
- API
- Yes
- What users can and can't do using the API
- Custom setup and integration required.
- API documentation
- Yes
- API documentation formats
-
- Open API (also known as Swagger)
- Other
- API sandbox or test environment
- Yes
- Customisation available
- Yes
- Description of customisation
-
The following can be customised at additional cost:
- White Label for brand & colours
- Usertypes, roles and permissions
- Custom Fields
- Workflow Features
- Manage Job Event Types
- Native Integrations (Xero, Twilio for SMS, Email, Frontapp CRM)
- Custom Integrations
Scaling
- Independence of resources
- Cloud servers that are load-balanced and scaled both vertically and horizontally autonomously when conservative resource thresholds are met.Services are run on Google Cloud with elastic scaling of server resources and document storage buckets
Analytics
- Service usage metrics
- Yes
- Metrics types
-
In platform analytics cover a number of metrics
- Total Places (Property Units) active/in-active
- Total Residents (and Occupiers) active/in-active
- Total Service Providers (Trades) active/in-active
- Total Jobs (Repairs & Emergency Response), by status such as:
- Reported
- Pending
- Scheduled (appointment booked)
- Active (en-route, in-progress, paused, on-hold, further-works)
- Completed
- Archived
Events
- Start Job Time
- End Job Time
- Total Job Time
- Further Works Reported
Billing - Reporting types
-
- API access
- Real-time dashboards
- Regular reports
- Reports on request
Resellers
- Supplier type
- Not a reseller
Staff security
- Staff security clearance
- Staff screening not performed
- Government security clearance
- Up to Developed Vetting (DV)
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
- In-house
- Protecting data at rest
-
- Physical access control, complying with CSA CCM v3.0
- Physical access control, complying with SSAE-16 / ISAE 3402
- Physical access control, complying with another standard
- Encryption of all physical media
- Scale, obfuscating techniques, or data storage sharding
- Other
- Other data at rest protection approach
- All data stores and servers are hosted by Google Cloud Platform which encrypts customer data stored at rest by default, with no additional action required from you.
- Data sanitisation process
- Yes
- Data sanitisation type
-
- Explicit overwriting of storage before reallocation
- Deleted data can’t be directly accessed
- Equipment disposal approach
- In-house destruction process
Data importing and exporting
- Data export approach
- On request to Evo Support
- Data export formats
-
- CSV
- Other
- Other data export formats
- JSON
- Data import formats
-
- CSV
- Other
- Other data import formats
- JSON
Data-in-transit protection
- Data protection between buyer and supplier networks
- TLS (version 1.2 or above)
- Data protection within supplier network
- TLS (version 1.2 or above)
Availability and resilience
- Guaranteed availability
-
99.5% uptime availability.
In the rare occasion of extended downtime, refunds can be negotiated on a case-by-case basis. - Approach to resilience
- Use of third-party cloud hosting (via Google Cloud and/or Amazon AWS services), service monitoring with alerts and both horizontally and vertically autonomously scaling servers with conservative resource thresholds. Automatic restarts in case of software failure. Firewalls, anti- malware and access management.
- Outage reporting
-
Service outages are reported via:
- Alerts on the dashboard
- API to our service endpoint
- Email alerts are sent to all clients
Identity and authentication
- User authentication needed
- Yes
- User authentication
-
- 2-factor authentication
- Username or password
- Access restrictions in management interfaces and support channels
- All users can be two-factor authenticated and can only access the software elements allowed by their predefined role. With the ability to allocate users to properties/portfolios/teams, this ensures that they only have visibility of the properties/residents they are required to assist.
- Access restriction testing frequency
- At least every 6 months
- Management access authentication
-
- 2-factor authentication
- Username or password
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
- Between 1 month and 6 months
Standards and certifications
- ISO/IEC 27001 certification
- No
- ISO 28000:2007 certification
- No
- CSA STAR certification
- No
- PCI certification
- Yes
- Who accredited the PCI DSS certification
- Stripe
- PCI DSS accreditation date
- 08/06/2020
- What the PCI DSS doesn’t cover
- Evo do not process payments Face-to-face or in-person using chip and pin transactions
- 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
- Other
- Other security governance standards
-
Cyber Essentials
Currently working towards ISO 27001 - Information security policies and processes
-
Documented information security policy on which all staff are trained and instructed to follow.
The CTO is responsible for Information Security with staff members reporting directly to the CTO.
Documents available upon request.
Operational security
- Configuration and change management standard
- Supplier-defined controls
- Configuration and change management approach
-
All components are tracked through their lifetime by the monitoring of all services and information feeds to determine any potential future impact so we can act accordingly.
All client and product projects are tracked, risk assessed and designed. Designs are approved by C-Level staff and where applicable by the client before any changes are implemented. All changes are completed via managed sprints. - Vulnerability management type
- Supplier-defined controls
- Vulnerability management approach
-
Potential threats are assessed via:
- Penetration testing
- Automated scanning for vulnerabilities
- Staying up to date with security/software updates and news - In house weekly unit testing
Patches are deployed as soon as a vulnerability is detected and fixed.
Information is gathered from a number of cyber security blogs and feeds and our own internal tests. - Protective monitoring type
- Supplier-defined controls
- Protective monitoring approach
-
Potential compromises are detected by: - Resource monitoring
- Automated notifications from logging
Potential compromises are dealt with by:
- Identifying and isolating the issue
- Fixing the problem
- Resecuring the service via company wide password and SSH key resets - Deploying a fix as soon as possible
Incidents are dealt with immediately upon discovery. - Incident management type
- Supplier-defined controls
- Incident management approach
-
Common events are dealt with through our internal incident management process.
Users report incidents via our ticketing system.
Incident reports and updates are sent to all users via their chosen communication method.
Secure development
- Approach to secure software development best practice
- Supplier-defined process
Public sector networks
- Connection to public sector networks
- No
Pricing
- Price
- £7,500 a licence a month
- Discount for educational organisations
- No
- Free trial available
- No