Fivium Limited

eCase - Correspondence, FOI, EIR, PQ and Complaints case management (PSN / PNN)

eCase is a flexible and secure case management system designed specifically for Public Sector. Manage everything in one simple system: Freedom of Information (FOI), GDPR SARs, Ministerial Correspondence (MC), Parliamentary Questions (PQ), Letters, Complaints, Court Orders, Investigations. Collaborate and share case information, and allocate tasks to people/teams across your organisation.

Features

  • Manage FOI/EIR, Parliamentary Questions, Correspondence, Complaints, Investigations, SAR, Ombudsmen
  • Collaboration: allocate tasks, request and manage Contributions and Quality Assurance
  • Individual workbaskets: shows priorities, deadline reminders and case notes
  • Automatically creates cases from emails or scanned letters
  • Comprehensive case search and full audit trail for every case
  • Response templates are automatically suggested based on case information
  • Implements FOI/EIR legislation. Auto-generates ICO quarterly and annual reports
  • Automatically downloads questions from Houses of Parliament Q&A system
  • PSN or PNN. Browser-based, use anywhere, scalable, no upfront investment
  • Comprehensive information security and built-in document redaction functions

Benefits

  • Manage all your cases in one simple to use system
  • Specifically designed for UK public sector correspondence handling
  • Collaborative: eCase lets you share information seamlessly with colleagues
  • Proven: widely used within government and UK public sector
  • Easy onboarding, no client install or plug-ins required
  • Prevent bottlenecks: manage individual and team workloads
  • Improve response quality and timeliness with efficient workflow/collaboration tools
  • Improve performance with digest emails, Management Information, and comprehensive reports
  • Simplify response process: Identify request trends, link information/ similar cases
  • Secure: Never lose a case, manage information and sensitive documents

Pricing

£2200 to £21080 per unit per month

Service documents

G-Cloud 10

555148809357030

Fivium Limited

Anthony Ashton

0844 7365211

enquiries@fivium.co.uk

Service scope

Service scope
Software add-on or extension No
Cloud deployment model Community cloud
Service constraints None
System requirements Any modern web-browser

User support

User support
Email or online ticketing support Email or online ticketing
Support response times Within 1 hour during service hours
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 Onsite support
Support levels UK-based service desk providing email and telephone support 08:00 - 18:30. Additional support hours are available on request. We have a managed SLA which we report on monthly.

Each customer is assigned both an ITIL service manager and a customer account manager.

We encourage a close working relationship with our locally-based support staff. All of our support staff are experienced technicians who have detailed knowledge of eCase and our customers. Our support team is the single point of contact for both software and technical support issues.

We’re proud of our record on customer satisfaction and achieved 100% customer satisfaction in our service delivery in a survey undertaken by an external agency that interviewed representatives from all our customers.
Support available to third parties Yes

Onboarding and offboarding

Onboarding and offboarding
Getting started ECase has a comprehensive integrated help system.
The eCase team provide onboarding assistance to customers.
Classroom training is available as well as desk-side and online/remote training.
Service documentation Yes
Documentation formats
  • HTML
  • PDF
End-of-contract data extraction Data extract is provided in XML format.
End-of-contract process All user accounts are cancelled. Customer data is provided in an XML format and permanently removed from the application after confirmation of receipt.

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+
  • Opera
Application to install No
Designed for use on mobile devices Yes
Differences between the mobile and desktop service ECase is a responsive web application designed to work across all screen sizes. All functionality is available on the desktop and mobile service and the layout is optimised for both.
Accessibility standards WCAG 2.0 AA or EN 301 549
Accessibility testing Manual accessibility checking conducted by a team of disabled individuals using a range of adaptive technologies (hardware and software designed to facilitate the use of computers by people with disabilities), this includes:

NVDA: screen reader and application used by those who are blind.
ZoomText: a magnification application used by those with low vision.
JAWS: a screen reader used by blind people to access Web pages.
Dragon Naturally Speaking: voice activated software used by those that do not use a conventional input device such as a keyboard or mouse..
Switch Access: used by those with severe mobility impairments to input commands to a computer.
Keyboard Only: some users with mobility impairments have difficulty making precise movements required by pointing devices such as a mouse; therefore a keyboard is used as the exclusive input device.
Readability: Manual checks to assess the suitability of a Web page for those with colour blindness and dyslexia.
Deaf/Hard of hearing: Manual checks to assess the suitability of a web page for those with hearing impairments.
Learning difficulties: Manual checks to assess the suitability of a web page for those with learning difficulties.
API Yes
What users can and can't do using the API API to create cases automatically, facilitating integration with customer website or contact us form.
Scanner API to create cases from barcode scanned documents.
API to download cases from the Houses of Parliament Q&A feed.
ADFS(SAML) APIs for single sign-on.
Google Suite integration APIs are also available.
API documentation Yes
API documentation formats
  • HTML
  • ODF
  • PDF
API sandbox or test environment Yes
Customisation available Yes
Description of customisation Some customisation can be made through the management interface by privileged users. More complex customisation can be carried out through a service request.

Scaling

Scaling
Independence of resources ECase is deployed on a scalable, virtualised infrastructure utilising best of breed application load balancing and proactive monitoring.

Database servers are physically separated.

Analytics

Analytics
Service usage metrics Yes
Metrics types Service level performance in line with Service Level Agreement including response times, number of tickets and time to resolution.
Storage usage graphs, security metrics such as failed login attempts, virus detection etc.
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 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 ‘IT Health Check’ performed by a CHECK service provider
Protecting data at rest Physical access control, complying with another standard
Data sanitisation process Yes
Data sanitisation type
  • Explicit overwriting of storage before reallocation
  • 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 Data can be extracted via spreadsheet (.csv, .xlsx). Full data exports are provided in XML format.
Data export formats
  • CSV
  • Other
Other data export formats
  • XML
  • XSL
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 TLS (version 1.2 or above)
Data protection within supplier network
  • TLS (version 1.2 or above)
  • IPsec or TLS VPN gateway

Availability and resilience

Availability and resilience
Guaranteed availability 99.9% availability. This is backed by a comprehensive Service Level Agreement and a monthly service report to the customer. Service credits can be provided.
Approach to resilience ECase is deployed on a fully resilient infrastructure with failover servers at the primary site.

A geographically separate datacentre provides disaster recovery capability in case of an outage to the primary site. See the eCase service definition for full information.
Outage reporting Email alerts and service management updates provided by your dedicated customer service manager.

Identity and authentication

Identity and authentication
User authentication needed Yes
User authentication
  • 2-factor authentication
  • Identity federation with existing provider (for example Google Apps)
  • Limited access network (for example PSN)
  • Username or password
Access restrictions in management interfaces and support channels Access to management functions is restricted to user accounts with the relevant privileges as determined by the customer.
Access restriction testing frequency At least every 6 months
Management access authentication
  • 2-factor authentication
  • Identity federation with existing provider (for example Google Apps)
  • Limited access network (for example PSN)
  • 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 have access to real-time 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 The British Assessment Bureau
ISO/IEC 27001 accreditation date 02/08/2018
What the ISO/IEC 27001 doesn’t cover Please contact the certifier for further information on exact scope
ISO 28000:2007 certification No
CSA STAR certification No
PCI certification No
Other security certifications Yes
Any other security certifications
  • Independently accredited by government departments
  • Cyber Essentials Plus

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 We maintain a HMG IAS 1&2 compliant RMADS document set and SyOPs which implements the ISO27001 principles. This is independently reviewed by an external CLAS consultancy on an annual basis and is accredited by a central government accreditor.

An annual IT Health Check is carried out by CHECK registered Pen Test company.

Fivium only use UK Government approved datacentres in the UK.

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 Having worked with the UK public sector for 10 years we have a comprehensive and rigorous approach to configuration and change management based on our solid ISO9001 and ITIL principles.

All source code is managed and version controlled and changes are linked to feature requests or service incidents.

Changes are run through a three-step internal testing and validation process before being released to a customer test environment for acceptance testing. Except in emergency circumstances, changes are not released to live without customer approval.
Vulnerability management type Conforms to a recognised standard, for example CSA CCM v3.0 or SSAE-16 / ISAE 3402
Vulnerability management approach The eCase environment is proactively enforced with a weekly vulnerability scan which automatically raises any new threats to the security manager.

An annual ITHC penetration test is carried out by CHECK approved third-party. Any vulnerabilities Medium or above are fixed as soon as practicable.

The environment is patched on a weekly basis and critical patches are released as soon as practicable.
Protective monitoring type Supplier-defined controls
Protective monitoring approach ECase is monitored through a series of tools and processes aligned in part with recommendations from CESG document GPG13 (Protective Monitoring for HMG ICT Systems) and, in particular, Protective Monitoring Controls (PMC 1-12). This includes checks on time sources, status of backups and others. Alerts raised are sent to our service desk for prompt investigation following our event management procedures.
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 Incidents can be raised by customers through the service desk via phone or email.

Any security incident is logged in our security incident register and raised immediately with the security manager.
A serious incident would also be escalated to a company director.

We provide regular updates to the customer regarding any on-going security incidents. Following the incident we provide a detailed report to the affected customers.

We have defined processes for common events such as account lock outs.

Our security policy and procedures are externally reviewed and approved.

Secure development

Secure development
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

Public sector networks
Connection to public sector networks Yes
Connected networks
  • Public Services Network (PSN)
  • Police National Network (PNN)

Pricing

Pricing
Price £2200 to £21080 per unit per month
Discount for educational organisations No
Free trial available Yes
Description of free trial A free trial of the fully functioning application is available to members of the public sector with no obligation to purchase.
Link to free trial https://ecase.co.uk/trial

Documents

Documents
Pricing document View uploaded document
Skills Framework for the Information Age rate card View uploaded document
Service definition document View uploaded document
Terms and conditions document View uploaded document
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