ROCC

ROCC Core - Housing Maintenance and Repairs

ROCC Core is a fully integrated housing maintenance and management solution. The system is fully integrated to all housing management and CRM systems and incorporates asset management, responsive, planned and cyclical works, dynamic appointment scheduling, stores and supply chain integration, job costing, mobile working, contractor management, self-service and business intelligence.

Features

  • Responsive, Planned, Programmed and Cyclical Works Management
  • Asset Management
  • Contact Centre, Customer Self Service, Repairs Reporting and Appointing
  • Dynamic Appointments and Workforce Scheduling
  • Workforce Planning and Route Optimisation
  • Job Costing, Schedule of Rates, Purchasing and Invoicing
  • Compliance Management
  • Contractor and Sub-Contractor Management and Self Service
  • Offline Mobile Working and Access from Anywhere Back Office
  • Business Intelligence, Predictive Forecasting, Data Analytics Self Service Dashboards

Benefits

  • Fully integrated and digitised housing maintenance operations
  • Complete visibility and accountability of all works costs
  • Improved staff, colleague and customer satisfaction
  • Increase of right first time and reduced no accesses
  • Unproductive time reduced and more jobs per day completed
  • Reduced demand on contact centre and planners
  • Minimise operational costs and environmental impact
  • Self-service for customers, colleagues and contractors
  • Digitised interactions with suppliers, customers and contractors
  • Review, analyse and forecast business and operational performance

Pricing

£8.00 to £40.00 a user a month

Service documents

Framework

G-Cloud 12

Service ID

4 5 6 5 7 4 0 6 4 7 9 4 9 5 3

Contact

ROCC

Peter Luck

01273 274700

peter.luck@rocc.co.uk

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
Housing Management, Finance and CRM
Cloud deployment model
Private cloud
Service constraints
None
System requirements
Microsoft Infrastructure Required for Cloud

User support

Email or online ticketing support
Email or online ticketing
Support response times
We provide proactive and reactive application and technical support between 08:00 and 20:00 Monday to Saturday as standard.
We also offer 24/7 support if required.

We respond to all questions and issues in less than 15 minutes and we achieve this SLA 100% of the time.
User can manage status and priority of support tickets
Yes
Online ticketing support accessibility
None or don’t know
Phone support
Yes
Phone support availability
24 hours, 7 days a week
Web chat support
No
Onsite support
Onsite support
Support levels
We provide as part of the standard SaaS subscription an application and technical help desk that will support customers with all system issues and queries.

The standard support provided is 08:00 to 20:00 Monday to Saturday.

At an additional cost for larger customers requiring enterprise support, 24 hours a day x 7 days per week support can be provided at an additional 15% cost of the SaaS subscription.

A named technical customer account manager is provided as part of the SaaS subscription and quarterly onsite account meetings are provided.
Additionally at no extra cost we provide quarterly service reviews with our customer service lead also an annual strategic relationship and partner development meeting with our senior management team.
Support available to third parties
Yes

Onboarding and offboarding

Getting started
The system is available to use once the account is set up. A detailed implementation plan is provided to the client with our recommendations for how to manage internal communication, user acceptance testing, staff training and go live switch over.
As part of the subscription price we provide 10 days of bespoke consultancy services to help with system setup, data migration, configuration and training.
We if required provide bespoke training sessions and can provide detailed user guides in the clients corporate branding that reflect the exact configuration the client has chosen to setup within the system.

All consultancy is provided by default remotely and we utilise video conferencing and collaboration tools such as Microsoft Teams to facilitate this.

Onsite consultancy days can be arranged as required, for training or consultancy. Our day rate is listed in the rate card.
Service documentation
Yes
Documentation formats
PDF
End-of-contract data extraction
At the end of contract we will provide the users with a full SQL backup of their data via secure transfer using document sharing tools.
In addition authorised users at any time can utilise our application toolset that allows extraction of data out to CSV format.
End-of-contract process
At the end of the contract, all data is provided back to the client and the solution is shutdown and made inaccessible. All data is removed from the solution and any sensitive information that has been held or shared between ROCC and the client is either deleted or anonymised to ensure full compliance with GDPR.

Using the service

Web browser interface
Yes
Supported browsers
  • Internet Explorer 11
  • Microsoft Edge
  • Firefox
  • Chrome
  • Safari 9+
Application to install
No
Designed for use on mobile devices
Yes
Differences between the mobile and desktop service
The mobile module has been specifically designed for field service operatives and so is focused on best performance on small screen, touch devices with minimal text input.

The entire system including back office functions like scheduling and planning or contact centre can be used from any larger screen device such as a laptop or tablet if required.
Service interface
Yes
Description of service interface
ROCC Core provides an easy to use, intuitive user interface that can be fully customised by each user to enable them to efficiently access and update the data that is relevant to them.
Each user is provided with a customised home screen highlighting all relevant business intelligence and performance information and work flows drive them to issues that require their attention or intervention.
Accessibility standards
None or don’t know
Description of accessibility
The user interface has been designed to be as simplistic as it possibly can be with a focus on plain English that can be easily read or translated and ensuring information is displayed with the minimal number of screen interactions.
The entire solution can be used from reasonable sized devices such as tablets or laptops and the mobile module is fully adaptable down to the smallest of mobile device screens.
Interaction with the system can be achieved with a keyboard and mouse but can also be achieved equally well with a touch screen device and onscreen keyboard.
Accessibility testing
We have not taken part in any specific interface testing with accessibility tools however we regularly carry out trials with closed groups of non-skilled users to assess how well our user interface performs and these sessions provided feedback into our product roadmap to ensure we are continuously improving the system.
API
Yes
What users can and can't do using the API
The system includes a suite of API's to enable simple integration to third party systems including but not limited to:

Housing Management
CRM
Finance
Asset Management
Third Party Scheduling
Third Party Mobile

Examples of some of the interactions available via our API's are:

Create, Update, Delete Job
Create, Update, Delete, Anonymise Customer
Book, Cancel, Modify Appointment
Create, Update, Delete Property
Create, Update, Delete Property Attributes
Create, Update, Delete Property and Customer Cautionary Attributes
Load, Update Stock Catalogue
Extract Job Costs and Job Status
Purchase and Sales Invoice

We provide detailed API documentation to enable clients to self-serve integration to our platform however we can provide technical support and assistance if required.
API documentation
Yes
API documentation formats
Open API (also known as Swagger)
API sandbox or test environment
Yes
Customisation available
Yes
Description of customisation
The entire solution can be customised to meet the needs of each specific client where applicable.
ROCC provide a core solution that users are able to modify themselves to for example change field names on the screen, change what information is displayed on each screen, workflows can be customised and all reports and dashboards are editable.

In addition to the application configuration clients can customise the service provided by ROCC and can request bespoke API's, modules and service levels.

Scaling

Independence of resources
To ensure guaranteed performance each clients solution is deployed into a private cloud thus ensuring that there is no impact on their dedicated resources whatsoever from any other users.

Analytics

Service usage metrics
Yes
Metrics types
The solution has an inbuilt analytics and dashboard tool that enables users to monitor any metrics they wish. As standard we provide a suite of over 50 management dashboards and analytical models that measure key performance metrics across the operation.

In addition we provide regular reports showing our cloud service usage. These reports are to identify how the service is performing and that SLA's and uptime guarantees are being met.
Reporting types
  • API access
  • Real-time dashboards
  • Regular reports
  • Reports on request

Resellers

Supplier type
Not a reseller

Staff security

Staff security clearance
Other security clearance
Government security clearance
None

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
Managed by a third party
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 SSAE-16 / ISAE 3402
  • Encryption of all physical media
Data sanitisation process
Yes
Data sanitisation type
Explicit overwriting of storage before reallocation
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
All data is exportable from the system via our user interface. Users with the correct permissions set by the clients administrator can call up any set of data they are permitted to see and click an option to simply export out to a variety of formats including Excel and CSV.
Data export formats
  • CSV
  • Other
Other data export formats
  • XML
  • Excel
Data import formats
  • CSV
  • Other
Other data import formats
XML

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
Our solution availability target is 99.99% which we continuously achieve.

We do not by default provide service credits however we can agree a level of service credits if explicitly required by a client.
Approach to resilience
Information regarding resilience is available upon request.
Outage reporting
Immediate email alerts followed up by formal root cause analysis reports showing what caused the outage, how it was resolved and what steps we have taken to minimise the potential of a similar outage occuring again.
Account managers follow up each outage by personally communicating the root cause analysis report to the client and enabling transparent discussion about what happened.

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
All management interfaces are accessed via only pre-defined , authorised and secured sources via our cloud firewalls and with a user name and complex password.
Access restriction testing frequency
At least every 6 months
Management access authentication
  • Dedicated link (for example VPN)
  • 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
User-defined
Access to supplier activity audit information
Users receive audit information on a regular basis
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
No
ISO 28000:2007 certification
No
CSA STAR certification
No
PCI certification
No
Other security certifications
No

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
All client systems and data are securely hosted within UK hosted datacentres that are fully accredited to ISO/IEC 27001.

All access to our systems are strictly controlled via an access and change control process to ensure only authorised ROCC staff and authorised client staff have access to the systems. We store no client data outside of the secured, cloud environment.

Security policies and processes are overseen by board level executives and managed on a day to day basis by our data and security manager who in turn is overseen by our ISO quality manager.

Operational security

Configuration and change management standard
Supplier-defined controls
Configuration and change management approach
All configuration and change management is governed by ISO accredited processes and audited on a quarterly basis.
All changes are assessed via fully automated testing including regression testing.
Vulnerability management type
Conforms to a recognised standard, for example CSA CCM v3.0 or SSAE-16 / ISAE 3402
Vulnerability management approach
Potential threats to the solution are continuously monitored and assessed. Regular scans are carried out to determine if there are any vulnerabilities in the overall solution.
If there is a need for any security patches to be produced and applied these are produced immediately once a threat has been identified and applied as soon as possible in accordance with any regular maintenance windows or if the threat is severe enough will be applied immediately once confirmation has been sought from the client.
Protective monitoring type
Conforms to a recognised standard, for example CSA CCM v3.0 or SSAE-16 / ISAE 3402
Protective monitoring approach
Endpoint protection is deployed to prevent malware, exploits and zero-day threats from compromising the hosted solution.
Memory is monitored to identify compromised processes or applications and behavioral analysis ensures unusual user behavior is reported.
Access monitoring ensures that the appropriate Security Information Policy is applied to the platform and that the approved use of this policy is monitored and can be reported on. It allows only authorised users
or processes to have access to the platform and ensures any deviations are reported for remedial action.
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
In the event of an incident, we communicate directly with the client via telephone and email to notify them of the nature of the incident and what remedial steps we have undertaken.
We then discuss possible next steps and follow up actions directly with the client and agree a way forward. A full root cause analysis report is then produced and circulated at Director level within ROCC before being signed off and supplied to the client.
Users can report incidents to the ROCC helpdesk 24 hours day.

Secure development

Approach to secure software development best practice
Supplier-defined process

Public sector networks

Connection to public sector networks
No

Pricing

Price
£8.00 to £40.00 a user a month
Discount for educational organisations
No
Free trial available
No

Service documents

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