Meritec Limited

Customer Relationship Management

Highly functional CRM application developed specifically for the public sector featuring Customer contact digital platform; Transactional Web Portal; Customer Self Service/Digital by Default; Mobile Working; Case Management; Workflow; Document Management; Flexible reporting; Full integration with back-office systems; Seamless scalability; Highest levels of security

Features

  • Fully functional CRM solution
  • Digital Customer Contact Platform delivers Digital by Default
  • Transactional Web Portal and CMS
  • Rules based engine for Workflow
  • Self-service
  • Mobile Working is a speciality
  • Built in document management system
  • Integration hub makes joining up systems easy
  • Custom dashboards, reporting and query facilities provide key information at-a-glance
  • Full integration with Active Directory for authentication and authorisation

Benefits

  • Typically reduces operational costs substantially
  • Enables end-to-end visibility of customer demands
  • Reduces time needed to record customer data
  • Huge Annual savings on administration of the work
  • Software licence costs reduced dramatically
  • Modern, sustainable, flexible IT systems
  • Real time accurate data facilitating better decisions
  • Significant savings in time to process transactions
  • A system capable of constant growth and change
  • Joined up systems through effective integration

Pricing

£14000 per instance per year

  • Education pricing available

Service documents

G-Cloud 11

547149583446270

Meritec Limited

Adam Wilkinson

01756 699204

adam.wilkinson@meritec.co.uk

Service scope

Service scope
Software add-on or extension No
Cloud deployment model Private cloud
Service constraints Meritec will perform non-essential updates on a defined schedule, normally outside of standard working hours. Customers will be given at least 2 weeks’ notice where possible of scheduled maintenance tasks. Essential updates, e.g. security patches, would be installed at the first available opportunity, to be agreed with the customer.
System requirements No specific requirements

User support

User support
Email or online ticketing support Email or online ticketing
Support response times Priority / Response Time
1/ 30 minutes
2/ 1 hour
3/ 4 hours
4/ 1 day

By agreement for weekends and bank holidays
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 • Standard support level per SLA included in service cost
• Alternative levels of support by agreement
• A service manager is part of our standard service
Support available to third parties Yes

Onboarding and offboarding

Onboarding and offboarding
Getting started Online
Service documentation Yes
Documentation formats PDF
End-of-contract data extraction A wide variety of formats and platforms are supported for secure export. Meritec can provide a "data out" policy if required.
End-of-contract process • All client data returned to client
• All client access deactivated
• Relevant secure processes fully applied
• Above at standard cost

Using the service

Using the service
Web browser interface Yes
Supported browsers
  • Internet Explorer 11
  • Microsoft Edge
  • Firefox
  • Chrome
  • Safari 9+
  • Opera
Application to install No
Designed for use on mobile devices Yes
Differences between the mobile and desktop service None
Accessibility standards WCAG 2.1 AA or EN 301 549
Accessibility testing We have performed interface testing with client users adopting a combination of CMS features, expert template design and external tools including the inbuilt accessibility checker within TinyMCE.
API Yes
What users can and can't do using the API Core functions through web services. User authentication. Document upload. Key metrics retrieval. Service requests cannot be configured directly through the API but can be called via the API once configured on the platform. Changes can be made through the API via web-service calls. Configured service requests can be called via the API but not setup via it.
API documentation Yes
API documentation formats PDF
API sandbox or test environment Yes
Customisation available Yes
Description of customisation • Scope for localisation of software
• Customers can use configuration tools
• Users can customise

Scaling

Scaling
Independence of resources Meritec SAAS service is supplied on the basis of guaranteed resources. This translates into a solution that is guaranteed to scale when you need it to, rather than when there's resource available to.

Analytics

Analytics
Service usage metrics Yes
Metrics types • System availability
• Response times
• Unscheduled outages
• Incident response times
• Incident resolution times
Reporting types Regular reports

Resellers

Resellers
Supplier type Not a reseller

Staff security

Staff security
Staff security clearance Other security clearance
Government security clearance Up to Baseline Personnel Security Standard (BPSS)

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 Yes
Datacentre security standards Supplier-defined controls
Penetration testing frequency At least once a year
Penetration testing approach ‘IT Health Check’ performed by a CHECK service provider
Protecting data at rest Encryption of all physical media
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 A wide variety of formats and platforms are supported for secure data export
Data export formats
  • CSV
  • Other
Other data export formats PDF
Data import formats
  • CSV
  • Other
Other data import formats XML

Data-in-transit protection

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

Availability and resilience
Guaranteed availability • Service Availability 99.9% (uptime) per month
• Service Availability Window 7*24 hours (all days) – 24 hours a day
• Response time for accessing screens - Should be within 3 seconds (at a minimum) 99% of the time
• Response time for searches Response time for basic system searches for information and return of results system should be within 5 seconds 97% of the time

Meritec will work with each of our customers on an individual basis to determine if a recompense model is required to meet the needs of the specific council or public department/ organisation.

We strive to exceed, wherever possible, our SLA targets for service levels. In the unlikely event of failure to meet our SLA targets we would invoke the agreed process which would award an appropriate level of service credits by way of compensation.
Approach to resilience Available on request
Outage reporting Email alerts

Identity and authentication

Identity and authentication
User authentication needed Yes
User authentication Username or password
Access restrictions in management interfaces and support channels Access is restricted via rights and roles permission settings within the relevant area and channel. Often times these are linked to a Directory services such as MS AD.
Access restriction testing frequency At least once a year
Management access authentication
  • 2-factor authentication
  • Public key authentication (including by TLS client certificate)
  • Identity federation with existing provider (for example Google Apps)
  • Limited access network (for example PSN)
  • Dedicated link (for example VPN)
  • Username or password
  • Other
Description of management access authentication Our service is role based. Administrator access can only be assigned by another administrator. Access is via username and strong/secure password.

Audit information for users

Audit information for users
Access to user activity audit information Users contact the support team to get 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

Standards and certifications
ISO/IEC 27001 certification Yes
Who accredited the ISO/IEC 27001 QMS International Limited
ISO/IEC 27001 accreditation date 30/10/15
What the ISO/IEC 27001 doesn’t cover There are no exclusions in Meritec ISMS Statement of Applicability (Annex A) ISO 27001:2013 covers all aspects of Information Technology Security.
ISO 28000:2007 certification No
CSA STAR certification No
PCI certification No
Other security certifications Yes
Any other security certifications Cyber Essentials

Security governance

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 • Meritec rigorously applies its comprehensive Information Security Management System (ISMS) – copy available on request.
• Reporting structure is ISMS Manager to Technical Services Director to Director of Service Delivery.
• Policies are applied by staff with continuous monitoring

Operational security

Operational security
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 Meritec Change Management process adheres to ITIL guidelines. Any Change in Meritec IT environment is processed through Change Control system. A change is logged on the system with following information:
Change Description including the asset number of affected equipment; When Changed; Change Duration; Risk analysis; Regression plan; Security Implications; Change Technician. Details of change are emailed to all Stakeholders. Change is approved or rejected by CAB or its nominee. Technician updates the change stating if change was successful or not. All Meritec IT equipment is recorded on the Asset Register and any change is reflected in the Asset Register.
Vulnerability management type Undisclosed
Vulnerability management approach Meritec:
• monitors information systems to detect attacks and/or signs of potential attacks, including unauthorised network local or remote connections.
• deploys monitoring devices strategically within information technology environment to collect information security events and associated information.
• protects information obtained from intrusion-monitoring tools from unauthorised access, modification, and deletion.
• monitors inbound and outbound communications traffic to/ from the information system for unusual or unauthorised activities or conditions.
• heightens the level of information system monitoring activity whenever there is an indication of increased risk to Meritec operations, individuals and assets.
Protective monitoring type Undisclosed
Protective monitoring approach Our Protective Monitoring processes comprise a set of control alerts and reports that provide feedback to those with responsibility for monitoring and addressing compromises. This includes such information security control activities as inspecting firewall logs, investigating operating system security alerts and monitoring Intrusion Detection Systems (IDS). Our Protective Monitoring also includes putting in place mechanisms for collecting ICT log information and configuring ICT logs in order to provide an audit trail of security relevant events of interest. Compromises and incidents are immediately logged, analysed and rectified.
Incident management type Undisclosed
Incident management approach The Meritec ITIL compliant support desk called ServicePoint is responsible for receiving requests and notifications regarding user help and support. Incidents are allocated unique identification and calls are monitored and if necessary escalated as appropriate. The output report(s) provided by ServicePoint provide part of the preparations that the Service manager will use at the next Service Management meeting. Given due authorisation levels it is possible for cllient staff/management to access the calls database and enquire directly regarding status, progress, etc.

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 Yes
Connected networks Public Services Network (PSN)

Pricing

Pricing
Price £14000 per instance per year
Discount for educational organisations Yes
Free trial available No

Service documents

pdf document: Pricing document pdf document: Skills Framework for the Information Age rate card pdf document: Service definition document pdf document: Terms and conditions
Service documents
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