The Working Manager Limited

ION Learning Platform

ION is a Learning Platform. ION comes with everything you need to get your online learning strategy started. Our flexible modular approach lets you expand the functionality and content offered from within ION.This is the right approach to help you demonstrate return on investment and return on excellence.

Features

  • Easy authoring and dissemination of content
  • Easy to access on any device
  • Present content based on role and career with Learning Pathways
  • Learning Record can be used to simply assign mandatory content
  • Learning Communities enables learners to interact with each other
  • Enable Line Managers to explore the progress of their staff
  • Event Booking System enables the management of Face-to-Face cources
  • Policy tracking tool allows dissemination and acceptance of policies

Benefits

  • Create an enthused culture of learning
  • Create an engaging, user-centric learning experience
  • Make the traditional LMS more intuitive and user friendly
  • Encourage and support social learning and interaction
  • Understand and track what your learners use and need
  • Ensure you are meeting mandatory and compliant learning requirements
  • Increase the performance of your organisation and your workforce
  • Reduce the costs of Face-to-Face training programmes

Pricing

£12995 per instance per year

Service documents

G-Cloud 10

552757211230348

The Working Manager Limited

Gary Taylor

07976 908934

gary.taylor@theworkingmanager.com

Service scope

Service scope
Software add-on or extension No
Cloud deployment model Private cloud
Service constraints None
System requirements None. Only a web browser is required

User support

User support
Email or online ticketing support Email or online ticketing
Support response times We aim to respond to emails within 24 hours. This can be 72 hours on weekends.
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 Support is included to the administration team of ION. This is typically managed remotely. Onsite support is available from a consultant at a cost of £850 + VAT per day plus expenses at cost.
Support available to third parties No

Onboarding and offboarding

Onboarding and offboarding
Getting started Our team of skilled account and project managers can help you analyse the opportunity of moving to ION and enable you to create a user centric environment where learners will not only come to once but on a sustainable basis.

All of our account managers have been exactly where you are and can provide practical advice as they have all been Learning and Development Managers with some of TWM’s clients. This means they can empathise with your challenges and offer insight in a way other providers are unable to deliver. Every TWM client is assigned a dedicated account manager who will be your primary contact and will work with you to manage the delivery, and importantly the help you drive adoption of your solution. Support is provided at every step from initial scoping through to delivery and continued use. We will help make sure that your ION portal evolves with your needs.

As our account managers are uniquely qualified and experienced as Learning and Development Managers, they are well equipped to advise you on the best approaches for both roll out and adoption, as well as how to best leverage benefits from the functionality you will have available to you.
Service documentation Yes
Documentation formats
  • HTML
  • PDF
End-of-contract data extraction Content developed by the client is of course owned by the client and will be returned by placing a request with their Account Manager
End-of-contract process At the end of contract that is not renewed, the users ION solution will be archived with user access removed. Any data to be returned will be agreed. If a client requests that their solution is permanently deleted, this will be done within 30 days.

Using the service

Using the service
Web browser interface Yes
Supported browsers
  • Internet Explorer 8
  • Internet Explorer 9
  • Internet Explorer 10
  • 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 None. ION uses a responsive design to adapt to mobile devices.
Accessibility standards None or don’t know
Description of accessibility Standard web development practices have been used and ION can be translated through screen readers.
Accessibility testing None
API No
Customisation available Yes
Description of customisation Using the Site Manager tool client can customise the design, branding and layout of their ION portal to create their own unique organisation learning space.

Scaling

Scaling
Independence of resources Each client has their ION solution hosted on their own area of TWM's dedicated servers housed by Rackspace, a leading ISP. TWM monitors individual client usage and server performance to make improvements where necessary and maintain exceptional performance levels.

Analytics

Analytics
Service usage metrics Yes
Metrics types Metrics are provided through the Site Manager tool so that managers can understand who is accessing content and when as well as progress. This helps identify engagement strategies to achieve the highest level of engagement possible.
Reporting types Real-time dashboards

Resellers

Resellers
Supplier type Not a reseller

Staff security

Staff security
Staff security clearance Staff screening not performed
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 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 CSA CCM v3.0
Data sanitisation process Yes
Data sanitisation type Deleted data can’t be directly accessed
Equipment disposal approach A third-party destruction service

Data importing and exporting

Data importing and exporting
Data export approach Exported information must be carried out by our technical team and can be requested through a client's Account Manager.
Data export formats
  • CSV
  • Other
Other data export formats PDF
Data import formats
  • CSV
  • Other
Other data import formats
  • Content can be uploaded in any format
  • User data can be imported using CSV

Data-in-transit protection

Data-in-transit protection
Data protection between buyer and supplier networks
  • Private network or public sector network
  • TLS (version 1.2 or above)
Data protection within supplier network TLS (version 1.2 or above)

Availability and resilience

Availability and resilience
Guaranteed availability Availability: 99.5% during the core day. Not more than 2 hours unavailability in any core day

All of the above service levels are measured on a monthly basis. A working day for the purposes of this Schedule shall be Monday to Friday, excluding public holidays and bank holidays. A core day for the purposes of this Schedule shall be (Monday – Friday 09:00 – 17:30hrs).

Availability shall be calculated using the following mechanism

A = (600 x WD) (D Dp) x 100
(600 x WD)
where:-

A = Availability in %
600 = Number of minutes per working day
WD = Number of working days per calendar month
D = Total downtime recorded in minutes
Dp = Planned downtime and agreed exclusions recorded in minutes which is scheduled in advance to perform system testing, upgrades, enhancements and routine maintenance activities.

Failure to meet availability levels will be discussed commercially with your Account Manager.
Approach to resilience ION is hosted by Rackspace.

Rackspace are a Tier 4, ISO27001 compliant datacentre in the UK.

The technical resilience of the service is supported through:
• Use of an established data-­‐centre, Rackspace, registered to ISO27001
• Multiple data-­‐lines and ISPs to the data-­‐centre
• High specification dedicated servers for the application and data.

Backups
A managed backup plan at RackSpace causes a daily backup of live production data and each day takes an “image” of everything regarding the data and site configuration for the clients site.

Backups are retained for 14 days. The backups are not encrypted as they are retained onsite within the data centre, with the policy being that only backups taken offsite being encrypted. Encryption of backups can be made at request of the client but there may be an additional charge. After the backups have expired they are aged off and overwritten.

The application and database servers have multiple hard drives and use a combination of RAID types 1 and 5 depending on requirements to keep systems running in case of hard drive failure.

Prior to software upgrades we take a full backup of the server.
This enables complete recovery of a previous version if required.
Outage reporting Clients will be notified of an outage by email from our support team in the event of any problems. We will always strive to rectify problems as soon as possible.

Identity and authentication

Identity and authentication
User authentication needed Yes
User authentication Username or password
Access restrictions in management interfaces and support channels Support is given administrators only and identity is confirmed via security questions. The close working relationship between client and Account Manager helps reinforce this.
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 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 BSI accredited Rackspace. Certificate IS 636168
ISO/IEC 27001 accreditation date 07/10/15
What the ISO/IEC 27001 doesn’t cover N/a
ISO 28000:2007 certification No
CSA STAR certification No
PCI certification Yes
Who accredited the PCI DSS certification Visa accredited Rackspace
PCI DSS accreditation date 01/06/2009
What the PCI DSS doesn’t cover N/a
Other security certifications Yes
Any other security certifications
  • UK DATA PROTECTION ACT 1998 AND EU DIRECTIVE 95/46/EC
  • SAFE HARBOR

Security governance

Security governance
Named board-level person responsible for service security Yes
Security governance certified No
Security governance approach Security is included in all staff induction and regular briefings are held with all staff.

All staff credentials are recorded securely
Any breach is recorded in a security incident log
The log and improvement are reviewed quarterly
Information security policies and processes All information security is overseen by Chris Alexander in collaboration with Rackspace, our ISP used for hosting. Information security policies form part of all staff inductions. Any breach is reported directly to Chris Alexander.

All client data falls into two categories
Restricted – disclosure causes significant risk to clients and/or TWM
Private – disclosure causes moderate risk to clients and/or TWM
We are responsible for ensuring the security of data held
Access to systems:
- Auto-secure of unattended workstations
- Auto-secure of TFS Server
- User Authentication for each Developer
- All code changes tracked
- All versions of code maintained
- Rackspace – RDP Autosecure

Operational security

Operational security
Configuration and change management standard Supplier-defined controls
Configuration and change management approach Where the CLIENT or TWM identifies the need for a Change then either party must submit a proposed change using the Change Control Form to the other.

No Change shall be valid until it is authorised in writing by the authorised representative of both parties.

Each Change shall be assigned a unique reference number and effective date of change.

Any improvement or addition to the Systems or Services which does not result in increased costs to the CLIENT shall not be subject to the above change control procedures.
Vulnerability management type Supplier-defined controls
Vulnerability management approach Logs are reviewed on a monthly basis to identify any potential threats. Should a vulnerability be detected, it is treated as urgent and prioritised over all other development and hotfixes issued as quickly as possible.
Protective monitoring type Supplier-defined controls
Protective monitoring approach Logs are reviewed on a monthly basis to identify any potential threats. Should a vulnerability be detected, it is treated as urgent and prioritised over all other development and hotfixes issued as quickly as possible. Should an incident be identified or reported, we aim to respond to incidents within 4 hours.
Incident management type Supplier-defined controls
Incident management approach Whether incidents are internal or external, users are asked to complete our Incident Response Report Form which is then added to our Incident Log. Information captured includes a summary, notifications made and action taken.
For each incident there is a post incident analysis which generates a lessons learnt. Processes are then updated accordingly.

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 £12995 per instance per year
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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