WPC Software Ltd

ELVIS - Vehicle Recovery System

ELVIS is a web-based system designed to manage the recovery, storage and administration of the vehicle recovery process. ELVIS provides an efficient and streamlined approach, ensuring that vital information is managed, available and shared appropriately.

Features

  • Record and manage all vehicle recovery information
  • Track vehicles through all stages of their lifecycle
  • Highly flexible system allowing customisation for individual customer requirements
  • ELVIS manages the initial call for recovery including garage rotation
  • Workflow management through the vehicle actions and tasks
  • Storage of digital images and other documentation
  • Generates letters, forms, and other documentation as required
  • Management of statutory charges and financial reporting
  • Interactive dashboards and system prompts
  • Comprehensive management information and reporting

Benefits

  • ELVIS easily and simply guides users through the recovery process
  • Tasks and actions allocated/shared between garage and other users
  • Central resource of information; sharing data between interested parties
  • Search and tasking facilities make system navigation quick and easy
  • Process vehicles efficiently and quickly to provide better public service
  • Provides comprehensive statistics for easy reporting, analysis and review
  • Save time and resources by reducing office-based administration
  • Strict permissions govern the role of garage and police users
  • Full audit trail reduces chance of litigation
  • Customisable letters, forms and other documentation are easily generated

Pricing

£860 per unit per month

Service documents

G-Cloud 10

468941763369734

WPC Software Ltd

Glenn Bewes

0117 908 1484

g.bewes@wpcsoft.com

Service scope

Service scope
Software add-on or extension No
Cloud deployment model Public cloud
Service constraints ELVIS - Vehicle Recovery System is offered as Cloud software with WPC Software collaborating with UKCloud to provide cloud-based delivery of the ELVIS software. An outline of the standard offering is outlined in the Service Description.
System requirements Up to date, modern browser (e.g. IE11 or above)

User support

User support
Email or online ticketing support Email or online ticketing
Support response times Support is available 8:30am to 5:30pm Monday to Friday excluding English Public Holidays. Responses are provided in line with our SLA with all queries responded to within a maximum of 4 hours. Major and Critical issues should be reported by telephone to the Service Desk to ensure a timely response.
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 WPC Software operates a standard support level which is fully outlined within our Support Issue Management Process (which is available upon request).

This document provides an outline of our incident management process including escalation points; roles and responsibilities; Incident Categorisation, Target Times, Prioritisation and Escalation; and Service Levels.

WPC Software operate a Service Desk between 08:30 to 17:30 Monday to Friday excluding English bank holidays. WPC Software has its own in-house written Service Desk management toolset which is used to log, monitor and manage Incidents and Service Requests through to resolution and closure. Each customer is assigned a dedicated Business Manager.

A brief summary of our standard support target times are:

Critical (system unavailable to users); 4 working hours to respond and fix.
Major (many users affected but limited impact); 4 working hours to respond; 8 working hours to fix.
Minor (few users affected with little impact); 8 working hours to respond; 2 working days to fix
Cosmetic (no impact on functionality); 2 working days to respond; Next release or earlier by agreement to fix.
Support available to third parties No

Onboarding and offboarding

Onboarding and offboarding
Getting started As part of the set-up process WPC will work closely with the customer to customise and set-up the solution to fit your working practices. This is normally in the form of a kick-off meeting, followed by a period of system configuration. This is normally included as standard as part of our implementation package. In addition to the system configuration, we normally offer a 1 day training course for users, although this can be customised depending on individual customer requirements. We also offer a full set of user documentation including training and administration guides as part of our standard implementation package.
Service documentation Yes
Documentation formats PDF
End-of-contract data extraction WPC will provide a complete data extract of all data upon termination of the contract, and work closely with the Buyer to ensure this is achieved in a timely and appropriate manner.
End-of-contract process The provision of data back to the customer at the end of the contract is included in the basic pricing and licensing offered with the solution.

Using the service

Using the service
Web browser interface Yes
Supported browsers Internet Explorer 11
Application to install No
Designed for use on mobile devices No
Accessibility standards WCAG 2.0 A
Accessibility testing Not applicable.
API No
Customisation available Yes
Description of customisation There is a high-level of customisation available within the ELVIS solution. This allows the end user organisation to configure a wide range of system settings, document templates, workflow and many other areas.

Scaling

Scaling
Independence of resources The standard ELVIS Cloud Software is offered as a multi-tenanted server environment within UKCloud. Separation between customers is ensured with completely individual databases dedicated to the customer along with dedicated credentials. Demand on the service is carefully monitored with additional multi-tenanted environments created to guarantee users are not affected by other usage.

If a multi-tenanted environment is not acceptable, then we can provide a completely dedicated/separate environment for customers, although this is not part of our standard offering.

Analytics

Analytics
Service usage metrics No

Resellers

Resellers
Supplier type Not a reseller

Staff security

Staff security
Staff security clearance Other security clearance
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 No
Datacentre security standards Managed by a third party
Penetration testing frequency At least every 6 months
Penetration testing approach In-house
Protecting data at rest
  • Physical access control, complying with another standard
  • Other
Other data at rest protection approach We also offer Transparent Database Encryption.
Data sanitisation process Yes
Data sanitisation type 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 the application in a variety of formats depending on user access and privileges. Data can be exported via document templates (MS Word) or via an export to CSV.
Data export formats CSV
Data import formats CSV

Data-in-transit protection

Data-in-transit protection
Data protection between buyer and supplier networks
  • 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 ELVIS as cloud software is delivered through the UKCloud platform, as part of their Standard service level which offers 99.95% availability. Availability indication based on an average 730 hours per month. Excludes planned & emergency maintenance. Unavailability applies to existing VMs where the VM becomes unresponsive due to a fault recognised at the hypervisor layer or lower:
• i.e. fault is not within the Consumers control (OS, Applications, user networks).
• Fault is within UKCloud controlled components such as the virtual infrastructure, storage, power and physical firewalls & routers etc.
• External connectivity providers (e.g. internet, PSN, GSi) and components collocated at UKCloud are also not included in the availability calculation.
Approach to resilience WPC Software utilise UKCloud as our data centre partner, and definitions on the data centre resiliency is available through their own service definitions and assurance documentation. WPC can provide this upon request.

In addition, to the data centre assurance information on resiliency, a range of back-up and restore facilities can be offered. As standard, ELVIS is provided with a Daily VM snapshot for backup, and is stored for 14 days. An additional daily back-up facility is also provided whereby a scripted database back-up is taken to a secondary physical location in a sister-data centre (again with UKCloud). This ensures services can be resumed within a short space of time, with minimal loss of data. Additional resiliency options are available after further consultation with customers.
Outage reporting UKCloud report outages through an online dashboard. This is managed by WPC Software as part of the service offering by WPC Software, with any interruption to the software service notified to customers at the earliest available opportunity by email.

Identity and authentication

Identity and authentication
User authentication needed Yes
User authentication
  • 2-factor authentication
  • Dedicated link (for example VPN)
  • Username or password
Access restrictions in management interfaces and support channels Access to the solution is limited to named members of staff who are all vetted to NPPV Level 3, and only have restricted access for maintenance of the system.
Access restriction testing frequency At least once a year
Management access authentication 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 No audit information available
How long system logs are stored for At least 12 months

Standards and certifications

Standards and certifications
ISO/IEC 27001 certification No
ISO 28000:2007 certification No
CSA STAR certification No
PCI certification No
Other security certifications Yes
Any other security certifications
  • Cyber Essentials Plus Certification (renewed annually)
  • ISO9001:2015

Security governance

Security governance
Named board-level person responsible for service security Yes
Security governance certified No
Security governance approach WPC Software has a robust Information Security Management System in place, which is in line with ISO27001, and are in the process of achieving certification.

Our service is hosted through UKCloud, who provide the data centre and infrastructure for the SaaS we offer. UKCloud are fully accredited to ISO27001.
Information security policies and processes WPC Software has a comprehensive Information Security Manual, which it is very difficult to summarise within the word limit. Although not yet formally accredited to ISO27001, the Information Security Management System that WPC adopts is very much built around this framework. UKCloud were carefully selected as our hosting partner due to their comprehensive policies detailing information security in line with ISO27001. A copy of our Information Security Policy can be made available upon request.

Operational security

Operational security
Configuration and change management standard Supplier-defined controls
Configuration and change management approach The status, location and configuration of service components are fully tracked through their lifetime. A Configuration Management Database (CMDB) is maintained through a combined process of automated and manual discoveries, ongoing monitoring and updates, and physical validation by asset protection. UKCloud’s effective management of assets has been evidenced during external assessments of UKCloud’s ISO20000 and ISO27001 certifications, undertaken by LRQA.

Additional information on Configuration and Change Management can be provided by WPC Software upon request and in consultation with UKCloud.
Vulnerability management type Supplier-defined controls
Vulnerability management approach The service is protected by a dual-approach to vulnerability management through both the application and processes deployed through our data centre partner UKCloud.

All solutions are regularly tested for security flaws and subject to regular penetration tests through internal testing and customer-provisioned independent audits. Internally, we make use of the Burp Penetration Test suite and Nessus scanner.

UKCloud uses Shavlik software to identify and deploy newly issued or missing software patches, and Nessus to identify vulnerabilities which are identified within associated networks. All operating system and patches are tested within a controlled environment prior to being released onto operational platforms.
Protective monitoring type Supplier-defined controls
Protective monitoring approach UKCloud’s Assured Platform is protected by a GPG13 aligned protective monitoring system, provided externally by QinetiQ and subject to formal DSAS accreditation on an annual basis. This monitors and alerts on the twelve control areas documented within GPG13 (PMC1-12) at the DETER Level, and includes the production and retention of user activity logs to support monitoring, incident identification, response and investigative activities. It also includes activities related to the formal notification to the relevant authorities (e.g. CESG, GovCERT etc.) as appropriate.
Incident management type Supplier-defined controls
Incident management approach WPC Software and UKCloud have formal policies and procedures for incident management activities, including specific activities for identifying, remediating and resolving security incidents.

All incidents should be reported by a customer to WPC, who will work with UKCloud through their Incident Management Policy. WPC's and UKCloud's documentation provide clear definitions of an incident. Any such reports received are logged through our comprehensive incident recording system and immediately forwarded to the relevant team for analysis and determination of an appropriate course of action. Customers are kept informed via email and telephone as described within our policy documentation and procedures.

Secure development

Secure development
Approach to secure software development best practice Supplier-defined process

Public sector networks

Public sector networks
Connection to public sector networks No

Pricing

Pricing
Price £860 per unit per month
Discount for educational organisations No
Free trial available No

Documents

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