Capita Business Services Limited

Affinity Fieldreach

Enterprise solution for managing the work, tasks and activities of a mobile workforce including Work Orders, Assets and Data Capture.


  • Execute Digital Work Orders
  • Access, review and update Digital Asset and Equipment Records
  • Create and manage own Digital Forms, Processes and Workflows
  • Carry out Surveys, Inspections and Maintenance with full audit trail
  • Capture faults, defects, risk assessments, productive and non-productive time
  • Use Smartphones, Tablets and Laptops running Windows, Android, iOS
  • Integrates with ERP, EAM and Content/Document management systems
  • Capture structured and unstructured data, photographs, videos and signatures
  • Capture Bar / QR Codes and use
  • Work disconnected / offline using Mapping and Augmented Reality


  • Improve workforce productivity
  • Improve operational and asset data quality
  • Demonstrate and improve compliance
  • Improve health and safety, MI and real-time decision making
  • Eliminating paper-based processes cuts costs and reduces environmental impact
  • Reduce clerical/administrative support
  • Reduce travel time to depots / offices and non-productive time
  • Visibility of inspection and maintenance history
  • Standardise working practices across working groups and regions
  • Supports flexible operating models and contractor utilisation


£27.00 per device per month

Service documents

G-Cloud 11


Capita Business Services Limited

Capita Business Services Ltd


Service scope

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 Enterprise Resource Management, Enterprise Asset Management and Enterprise GIS including Ellipse, SAP, Maximo and ESRI.
Cloud deployment model Private cloud
Service constraints No.
System requirements No specific system requirements

User support

User support
Email or online ticketing support Email or online ticketing
Support response times For priority 1 or priority 2 incidents the target response time is one hour.

Standard Support not provided at 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 Our support levels are:
Target Response Time in Standard Hours:
Priority 1 = 1 Hour
Priority 2 = 1 Hour
Priority 3 = 2 Hours
Priority 4 = 2 Hours
Priority 5 = 4 Hours
Priority 6 = 1 Day (RFI)

Target Resolution Time in Standard Hours:
Priority 1 = 1 Working Day
Priority 2 = 5 Working Days
Priority 3 = 15 Working Days
Priority 4 = 60 Days or Next Release
Priority 5 = As Above
Priority 6 = 30 Days

To provide the above support levels, it costs 22% of the licence fee per annum.

We do not provide a technical account manager or cloud support engineer. Instead we have a dedicated help desk to provide telephone support.
Support available to third parties Yes

Onboarding and offboarding

Onboarding and offboarding
Getting started A full suite of product training courses can be purchased
Service documentation Yes
Documentation formats PDF
End-of-contract data extraction As defined in the contract and generally on Request and facilitated by ourselves on the customers behalf.
End-of-contract process Every contract has within it an Exit Plan which details the procedures to be undertaken at contract end. The exit process is dependent on the client use of the application. The provision of the Exit Plan is included in the contract, however the activities to be undertaken are revisited and priced at contract end as the circumstances and associated assumptions almost always change over the contract term.

Using the service

Using the service
Web browser interface Yes
Supported browsers
  • Internet Explorer 11
  • Microsoft Edge
  • Firefox
  • Chrome
  • Safari 9+
Application to install Yes
Compatible operating systems
  • Android
  • IOS
  • Linux or Unix
  • Windows
Designed for use on mobile devices Yes
Differences between the mobile and desktop service Desktop services manages the system, data and configuration; mobile applications are used for primary business functions.
Service interface Yes
Description of service interface On the mobile device the service interface is provided by the Fieldreach Work Manager mobile app. Users login to the app to access work order and asset data can capture.

For back office users (Managers, Supervisors, planners etc.) the service interface is provided through a browser application called the Fieldreach portal. The portal provides users with the ability to review, update and report current and historical information captured by field users.
Accessibility standards None or don’t know
Description of accessibility UI can be tailored to meet the users needs, without development. Users can manage their own mobile business workflows, creating, modifying and refining forms as requirements change. Users can deploy forms to specific groups of users allowing central control of the data and process carried out by mobile users. Users can also dispatch digital work orders and make asset (equipment) records available to mobile users to access offline. Business and operational meta data can be reviewed using back office management tools, then approved and integrated into enterprise office systems.
Accessibility testing None.
What users can and can't do using the API The API provides access to the interfaces and main business services. It is used for two purposes:
a) transactional integration and services to support mobile user operations
b) support integration between Fieldreach and 3rd party enterprise systems (e.g. push work and asset data to Fieldreach and pull captured field data from Fieldreach)
API documentation Yes
API documentation formats PDF
API sandbox or test environment Yes
Customisation available Yes
Description of customisation Main customisation areas include the User Interface, Dropdown lists, Reports, Integration to enterprise systems. Form customisation includes:

• Headings
• Free Text
• Date/Time
• Single-selection pick lists
• Multi-selection pick lists
• Numeric/Decimal
• Formatted Data
• Yes/No
• Level (slide-bar)
• Task List
• Defects and Condition
• Instructions
• Conditional Branching
• Repeating Groups
• Media and Attachments
• Signatures
• Photos and Videos
• Calculations

Work Instructions and asset (equipment) screens can be customised to show content on list and detail pages. Mobile App functionality can be configured to vary features available to the mobile user.

Customisation can be performed by technical resources (in setting up the technology and mobile application features) and also be business users to create, edit and refine business workflows available to mobile users.


Independence of resources Various agreed with customer (based on performance requirements).


Service usage metrics Yes
Metrics types Response & Resolution Metrics for:
- Incident Management
- Problem Management
- Service Requests
- Defect Analysis
- Solution Availability

All referencing relevant SLA
Reporting types Regular reports


Supplier type Not a reseller

Staff security

Staff security
Staff security clearance Other security clearance
Government security clearance Up to Developed Vetting (DV)

Asset protection

Asset protection
Knowledge of data storage and processing locations Yes
Data storage and processing locations
  • United Kingdom
  • European Economic Area (EEA)
  • EU-US Privacy Shield agreement locations
  • Other locations
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 SQL, online data exports or through the back-office applications.
Data export formats
  • CSV
  • Other
Other data export formats XML
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 IPsec or TLS VPN gateway
Data protection within supplier network IPsec or TLS VPN gateway

Availability and resilience

Availability and resilience
Guaranteed availability Varies depending on customer NFRs and solution design. Additionally, our Cloud Hosting Partners have defined SLA's for elements of their service provision. These can range from 99.95% - 99.99% for which they provide service credit regimes should they fail to meet them. Where applicable all service credits awarded are passed through to our customers. Further information is available on request during customer engagement.
Approach to resilience Each deployment is backed off by a full BCP and DR plan. Solution design in this regard is dependent on customer NFRs and ranges from single site resilient virtual deployments to multi-site clustered environments with real-time / near-real-time replication or simple back-up / restore facilities. Enterprise services include a comprehensive Event Management portfolio providing solution monitoring services to proactively manage the solution environment. Specifics relating to security and resilience at our providers facilities are available on request and during customer engagement.
Outage reporting Periodic outages are arranged and managed via our Service Delivery Manager and named customer equivalents. Notice is provided via email alert and in the case of critical outages via telephone.

Identity and authentication

Identity and authentication
User authentication needed Yes
User authentication
  • Identity federation with existing provider (for example Google Apps)
  • Username or password
  • Other
Other user authentication Users are presented with a log in and prompted to enter a username and password and then taken to the main application page.
Access restrictions in management interfaces and support channels Role-based and other controls agreed with customer.
Access restriction testing frequency At least once a year
Management access authentication
  • Identity federation with existing provider (for example Google Apps)
  • Username or 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 User-defined
Access to supplier activity audit information No audit information available
How long system logs are stored for User-defined

Standards and certifications

Standards and certifications
ISO/IEC 27001 certification No
ISO 28000:2007 certification No
CSA STAR certification No
PCI certification No
Other security certifications No

Security governance

Security governance
Named board-level person responsible for service security Yes
Security governance certified No
Security governance approach As laid down in the Capita Corporate policies and standards.
Information security policies and processes We follow the Capita Group Cyber and Information Security Policy and associated Standards.

Operational security

Operational security
Configuration and change management standard Supplier-defined controls
Configuration and change management approach Configuration Management and Change Control is managed via defined processes within our corporate ISO9001 / TickIT accredited QEMS. Our Cloud Service providers have supplier-defined processes for their elements of the service provision in this regard. Further detail is available on request and during customer engagement.
Vulnerability management type Supplier-defined controls
Vulnerability management approach Vulnerabilities are captured through penetration testing, internal review or defect reporting. Vulnerabilities are investigated, prioritised and managed through our normal support process which reflects business criticality and impact with required changes incorporated into our development and release cycle.
Protective monitoring type Supplier-defined controls
Protective monitoring approach Supplier-defined process. Further detail is available on request and during customer engagement.
Incident management type Supplier-defined controls
Incident management approach Supplier-defined process. Further detail is available on request and during customer engagement.

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


Price £27.00 per device per month
Discount for educational organisations No
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 pdf document: Modern Slavery statement
Service documents
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