DataChain® - Work Management and Case Management Cloud Software Solution
DataChain® is AiM's complete and integrated collaborative work management tool, providing end-to-end straight-through processing capability for organisations that need control and management information over their a case- based operational process.
The tool is fully agnostic using APIs and modern protocols to integrate with systems that input and output data.
- Allows case management teams in multiple locations to work collaboratively.
- Inputs/outputs of work management process joined up on one system.
- Provides compliance, quality assurance checks, self-service portal, auto-routing of cases.
- Converged common ways of working against standards/policies.
- Safe and effective control of data and documents.
- Easy creation of workflows to aid performance.
- Supports inputs to create cases - emails, phonecalls, scanned correspondence.
- Multi-tenancy allows system to be run securely for different teams/organisations.
- Provides dashboards and analytic reports on workflow process
- Integrates with all functional databases for case management.
- Performance tracking features - SLAs/OLAs.
- Automation in workflows and service alerting to increase user productivity.
- Multi-tenant framework tool making sure teams only see their data.
- Operates in full robotic automation mode or with manual intervention.
- Workflows developed on system without cost of implementing new applications.
- User interface and navigation are designed to be intuitive.
- Improved efficiency and productivity.
- Dashboards and management reports to measure work-management metrics.
£750.00 per user
- Education pricing available
- Free trial available
+44 (0) 8448 040 653
|Software add-on or extension||Yes, but can also be used as a standalone service|
|What software services is the service an extension to||
Case Management Tools
|Cloud deployment model||
|Service constraints||No, technology agnostic|
|Email or online ticketing support||Email or online ticketing|
|Support response times||P1s response in 30 mins|
|User can manage status and priority of support tickets||Yes|
|Online ticketing support accessibility||WCAG 2.1 AAA|
|Phone support availability||24 hours, 7 days a week|
|Web chat support||Web chat|
|Web chat support availability||24 hours, 7 days a week|
|Web chat support accessibility standard||WCAG 2.1 AAA|
|Web chat accessibility testing||Tested with all communities|
|Onsite support||Onsite support|
Three service windows:
1. 08.30 - 17.30 Monday to Friday, excl public holidays. £15,000/year
2. 07.00 - 19.00 Monday to Friday, excl public holidays. £20,000/year
3. 24x7x365 £30,000/year
Response and resolution time SLAs depend on call priority but are the same for all service windows. For example, P1s are responded to in 30 minutes.
|Support available to third parties||Yes|
Onboarding and offboarding
|Getting started||Provide a full onboarding project as required|
|End-of-contract data extraction||
Using a tool like DataTrove® will allow all data/documents to be extracted and managed from DataChain®.
Any other data such as logs, customer makes a request and AiM will provide the user with the ability to extract their data before the contract ends. 1 month after the data will be destroyed.
|End-of-contract process||Price includes removal of data by customer.|
Using the service
|Web browser interface||Yes|
|Application to install||No|
|Designed for use on mobile devices||Yes|
|Differences between the mobile and desktop service||
Google Material Design in design allowing same UI deployed to any device.
Mobile provides functionality on reports, approvals, alerts.
Desktop provides full functionality of the system.
|Accessibility standards||WCAG 2.1 AAA|
|Accessibility testing||Tested with all communities|
|What users can and can't do using the API||API allows the tool to integrate with all electronic files data of any master data platform.|
|API documentation formats||
|API sandbox or test environment||Yes|
|Description of customisation||
Tool can be configured in terms of document management, reports, routing business rules.
Significant functional code changes are not possible by the user, only AiM.
|Independence of resources||Highly resilient cloud with scaleable hosting resource, guaranteed minimum provision supported by service credits.|
|Service usage metrics||Yes|
|Supplier type||Not a reseller|
|Staff security clearance||Conforms to BS7858:2012|
|Government security clearance||Up to Developed Vetting (DV)|
|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||Complies with a recognised standard (for example CSA CCM version 3.0)|
|Penetration testing frequency||At least once a year|
|Penetration testing approach||‘IT Health Check’ performed by a CHECK service provider|
|Protecting data at rest||
|Data sanitisation process||Yes|
|Data sanitisation type||
|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||API link to customer data sources to exchange data. The system will allow electronic documents to be transferred through DataTrove®.|
|Data export formats||
|Other data export formats||XML.|
|Data import formats||
|Other data import formats||XML.|
|Data protection between buyer and supplier networks||
|Data protection within supplier network||
Availability and resilience
2% of monthly charge per outage below threshold.
|Approach to resilience||Available on request.|
Service health public dashboard
Identity and authentication
|User authentication needed||Yes|
|Access restrictions in management interfaces and support channels||
Access controls using standard methods and API, eg:
1. Role based control.
2. Dedicated links.
3. Passwords, system accounts.
4. IP range restrictions.
|Access restriction testing frequency||At least once a year|
|Management access authentication||
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||At least 12 months|
Standards and certifications
|ISO/IEC 27001 certification||Yes|
|Who accredited the ISO/IEC 27001||CQS|
|ISO/IEC 27001 accreditation date||2018|
|What the ISO/IEC 27001 doesn’t cover||All services and operations are covered.|
|ISO 28000:2007 certification||No|
|CSA STAR certification||No|
|Other security certifications||Yes|
|Any other security certifications||
|Named board-level person responsible for service security||Yes|
|Security governance certified||Yes|
|Security governance standards||
|Other security governance standards||
ISO 22301 Business Continuity
|Information security policies and processes||All those required by ISO/IEC 27001 and ISO 22301. Recorded in our ISM Manual and Statement of Applicability, and BCM Manual.|
|Configuration and change management standard||Conforms to a recognised standard, for example CSA CCM v3.0 or SSAE-16 / ISAE 3402|
|Configuration and change management approach||
Configuration management and Change/Release Management policies, backed up by processes and controlled in BMC Remedy CMDB, Jira following common data model, ITIL, software development best practices.
IT assets are controlled from purchase/development to disposal and service introduction assesses security risk and data protection risk in terms of any data it will host.
|Vulnerability management type||Conforms to a recognised standard, for example CSA CCM v3.0 or SSAE-16 / ISAE 3402|
|Vulnerability management approach||We use a 3rd generation EDR tool to assess threats such as zero day threats and from this vendor obtain details of potential threats. Emergency patches deployed in 4-6 hours.|
|Protective monitoring type||Conforms to a recognised standard, for example CSA CCM v3.0 or SSAE-16 / ISAE 3402|
|Protective monitoring approach||
Regular checks made of the code to ensure no vulnerabilities if penetrated (regular penetration testing).
Use of 3rd generation EDR tools to ensure endpoints of the service and system are secured to reduce the risk of external penetration from attack vectors, detect attacks and respond to them.
A security event raises a security incident for immediate escalation to the operations and SecOps teams. Response is immediate.
|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||
Incident and major incident process defined through ITIL best practice managed by service desk on Remedy ITSM system.
Users report incidents to the service desk by phone, email or portal.
For each P1 and P2 a major incident report is generated for the user (security, operational, or other).
|Approach to secure software development best practice||Independent review of processes (for example CESG CPA Build Standard, ISO/IEC 27034, ISO/IEC 27001 or CSA CCM v3.0)|
Public sector networks
|Connection to public sector networks||No|
|Price||£750.00 per user|
|Discount for educational organisations||Yes|
|Free trial available||Yes|
|Description of free trial||
14 day trial supported by AiM.
Set up and initial training. Help with use cases and success criteria.
Access to the software and facilitated help throughout.
Assessment at end of trial.