EVO DIGITAL TECHNOLOGIES LIMITED

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
If you use assistive technology (such as a screen reader) and need versions of these documents in a more accessible format, email the supplier at dean@evo.pm. Tell them what format you need. It will help if you say what assistive technology you use.

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
  • PDF
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)
  • PDF
  • 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

Service documents

Request an accessible format
If you use assistive technology (such as a screen reader) and need versions of these documents in a more accessible format, email the supplier at dean@evo.pm. Tell them what format you need. It will help if you say what assistive technology you use.