BetterTrack

BetterTrack SaaS

BetterTrack enables organisations to improve performance by establishing live KPIs that help leaders and teams to spot performance gaps and put in place the remedial actions to get back on track.

Features

  • Management & cascade of objectives and KPIs
  • Alignment & status of deliverables and actions to KPIs
  • Management of data sources and feeds
  • Automated indicators and exception reporting
  • Collaboration
  • Modern user interface with multi-device support
  • Microsoft technology base

Benefits

  • More meaningful and relevant KPIs to achieve performance objectives
  • More focused effort and involvement of project teams
  • Improved quality, range and speed of KPI production
  • Earlier warning and better visibility of gaps for corrective action
  • Improved engagement & participation to achieve performance objectives
  • Greater levels of adoption & more rewarding use
  • More robust and scalable solution

Pricing

£33 to £195 a user a quarter

  • Free trial available

Service documents

Framework

G-Cloud 12

Service ID

5 1 3 3 9 8 2 7 6 2 5 9 4 3 1

Contact

BetterTrack Andrew Hudson
Telephone: 07776145009
Email: ahudson@bettertrack.org

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
SQL Server, PowerBI
Cloud deployment model
  • Public cloud
  • Private cloud
Service constraints
Software updates & maintenance is between 0200-0300 on Sundays
System requirements
  • Google Chrome, MS Edge, Internet Explorer
  • MS Office

User support

Email or online ticketing support
Email or online ticketing
Support response times
Mon-Fri 0800-1700 <2hours
Sat-Sun 0900-1700 <4hours
User can manage status and priority of support tickets
Yes
Online ticketing support accessibility
WCAG 2.1 A
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
Users see a chat option on the bottom right of the screen. Clicking on this link opens a discussion panel. If user has text to speech software assistant technology installed, then this should be configurable to read out discussions from the web chat and provide for user speech recognition.
Web chat accessibility testing
We have experience of using Dragon and JAWS accessibility software tools
Onsite support
Yes, at extra cost
Support levels
1. Software support (functionality and bugs) is included in the SaaS contract and provided to designated contacts as a 2nd line of support
2. Proactive support includes training, configuration and data setup on a pre-paid basis charged quarterly or annually at a rate of £650 per day+VAT.
Support available to third parties
Yes

Onboarding and offboarding

Getting started
We provide initial setup and configuration support to system administrator and data managers. This includes support for setup of standing and dynamic dataset feeds plus the setup of the initial analysis and indicators for KPI tracking.

For end users we provide online training in the method and tool. Most users would not need formal training due to the simple and intuitive user interface. For organisations looking to establish better measurement and continuous improvement practices, we can help to facilitate workshops that help teams to find more of the right measures. Via a "train the trainer" approach, we can help to establish performance measurement competencies and disciplines within the organisation.

We also provide support to develop a strategy & plan for deployment. This includes establishment of Objectives, KPIs and dataset management.
Service documentation
Yes
Documentation formats
  • HTML
  • ODF
  • PDF
End-of-contract data extraction
Admin users may perform a download of all of standing, dynamic, analysis, collaboration and indicator datasets in JSON format. This is suitable for load and import into third party SQL/NoSQL database tools.

Datasets are saved in an encrypted and password protected ZIP file format and is only available for a single download once permissions have been granted by the registered data administrator.

Users may also print/export pages to PDF format
End-of-contract process
Included: JSON extract of datasets to the assigned data controller. In the case of dedicated server instances, we also provide a certificate confirming eradication of the Azure environment.

Additional Cost: Support for migration to alternative system or server

Using the service

Web browser interface
Yes
Supported browsers
  • Internet Explorer 11
  • Microsoft Edge
  • Chrome
Application to install
No
Designed for use on mobile devices
Yes
Differences between the mobile and desktop service
Mobile devices have restricted access to certain types of lists dependent on the device type (e.g. smart phone versus tablet). For smart phone devices only the first 3 list columns are shown with a click link to expand and view further details
Service interface
No
API
No
Customisation available
Yes
Description of customisation
Users customise dataset feeds, field names, filters as well as analysis and indicator datasets. This is done by nominated data managers who have the credentials to setup feeds / IP addresses etc with connected systems

Scaling

Independence of resources
Indicators and datasets are maintained so that access to data is localised to reporting needs. This minimises the impact of complex queries which are pre-processed. Azure service performance is also monitored and if demand peaks, additional capacity may be provisioned. Customer instances are also separated rather than using a multi-tenanted setup.

Analytics

Service usage metrics
Yes
Metrics types
Users can see #Views, #Comments and #Likes of their Objectives and KPIs,
Admin users can monitor, #user logins, #views, #comments and #likes by Objective and KPI
Reporting types
Real-time dashboards

Resellers

Supplier type
Reseller providing extra features and support
Organisation whose services are being resold
Microsoft Azure, SQL Server

Staff security

Staff security clearance
Conforms to BS7858:2012
Government security clearance
Up to Security Clearance (SC)

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 SSAE-16 / ISAE 3402
Data sanitisation process
No
Equipment disposal approach
A third-party destruction service

Data importing and exporting

Data export approach
From any list, users can export their data to XLSX or CSV format
From any screen - e.g. with charts, details and list, users can save a copy in PDF format
From the data manager screens, admin users can export data in JSON format
Data export formats
  • CSV
  • ODF
  • Other
Other data export formats
  • JSON
  • XLSX
Data import formats
  • CSV
  • Other
Other data import formats
  • XLSX
  • SQL
  • JSON

Data-in-transit protection

Data protection between buyer and supplier networks
Private network or public sector network
Data protection within supplier network
IPsec or TLS VPN gateway

Availability and resilience

Guaranteed availability
Priority 1 - 1 hour response, 4 hours resolution
Priority 2 - 1 hour response, 1 day resolution
Priority 3 - 4 hours response, 5 days but can vary
Priority 4 - 1 days , next major release
Approach to resilience
Datacentre is managed by Azure and includes daily full backup, 3hour incremental backs and an Azure managed recovery and restore service on instance and data
Outage reporting
We provide email alerts to service admin users with ongoing recovery status updates in the event of outages.

Identity and authentication

User authentication needed
Yes
User authentication
  • 2-factor authentication
  • Identity federation with existing provider (for example Google Apps)
  • Username or password
Access restrictions in management interfaces and support channels
Management requests are performed over secure and authenticated channels. All management requests via phone are screened to confirm requestor credentials. All management requests are notified to the nominated site administrators by email.
Access restriction testing frequency
At least once a year
Management access authentication
  • 2-factor 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
Between 1 month and 6 months
Access to supplier activity audit information
Users have access to real-time audit information
How long supplier audit data is stored for
Between 1 month and 6 months
How long system logs are stored for
Between 1 month and 6 months

Standards and certifications

ISO/IEC 27001 certification
Yes
Who accredited the ISO/IEC 27001
BSI
ISO/IEC 27001 accreditation date
09/11/2018
What the ISO/IEC 27001 doesn’t cover
Client side encryption standards - this covers Azure server side only
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
No
Security governance approach
Full details are available in our Information Security and Privileged Account Management policies. The information security policy includes
1.0 Information Security Mission Statement
2.0 Information Security Policy Overview
3.0 Security Policy
4.0 Security Organisation
5.0 Asset Classification and Control
6.0 Personnel Security
7.0 Physical and Environmental Security
8.0 Communications and Operations Management
9.0 Access Control
10.0 Systems Development and Maintenance
11.0 Compliance
Information security policies and processes
1.0 Information Security Mission Statement
2.0 Information Security Policy Overview
3.0 Security Policy
4.0 Security Organisation
5.0 Asset Classification and Control
6.0 Personnel Security
7.0 Physical and Environmental Security
8.0 Communications and Operations Management
9.0 Access Control
10.0 Systems Development and Maintenance

Included in the IS policy are details of compliance processes that include

Operational security

Configuration and change management standard
Supplier-defined controls
Configuration and change management approach
We track services via a product log of MS architecture components in a change log. All code is versions and releases are tightly controlled with use Gitlab for code management and automated release deployment to instances maintained is a master register.
Vulnerability management type
Supplier-defined controls
Vulnerability management approach
We use Accunetix to conduct penetration tests on our test instance which replicates all other sites. Code threats are monitored a news feed of alerts and we assess these for levels of risk to our architecture and setup. Vulnerabilities are also reviewed and actioned via a risk based vulnerability log.
Protective monitoring type
Supplier-defined controls
Protective monitoring approach
Protective monitoring is included in our IS and PAM policies. These include clearly defined roles and objectives for protective monitoring. Monthly PAM reporting is based on the server event log with analysis of admin user access, failed attempts, new accounts and permission changes. We also monitor IP addresses for potential DoS and intrusion attacks.
Incident management type
Supplier-defined controls
Incident management approach
Tbc

Secure development

Approach to secure software development best practice
Conforms to a recognised standard, but self-assessed

Public sector networks

Connection to public sector networks
No

Pricing

Price
£33 to £195 a user a quarter
Discount for educational organisations
No
Free trial available
Yes
Description of free trial
We provide access to a trial environment that can be used as a sandbox to create indicators from Excel data sources and share these with colleagues. We do not include access to the data manager for management of data feeds.

Service documents