PDMS Limited (Professional Data Management Services Limited)

PDMS Demands Case management

Online demands based case management and service transformation module designed to support customer centric service transformation and continuous improvement working. Evidence based decision making around measures and system constraints. Currently working with local authorities and housing departments.

Features

  • Intuitive user interface to speed up recording
  • Extensively configurable to reflect actual issues
  • Integration with other application inc. address and person gazetteers
  • Activity costing supported
  • Allows system constraints (blockages/ hindrances ) to be identified
  • Supports associations between demands, system constraints and strategic purposes
  • Mobile case working supported
  • Graphically plot client's progress via spider graphs and other representations
  • Integrated reporting
  • Supports GDPR

Benefits

  • Customer focused model
  • Supports continuous improvement by identifying real issues
  • Supports service transformation activities
  • Supports and assists evidence based decision making
  • System constraints and blockages can be monitored and addressed
  • Supports practitioner 'learning' and development of best practice
  • Supports 'Social Care' models
  • Extensive configuration options provide flexible customization
  • View issues the context of wider strategic purposes or objectives
  • Supports full audit history and transparency

Pricing

£1000 to £3000 per instance per month

  • Education pricing available
  • Free trial available

Service documents

Framework

G-Cloud 11

Service ID

6 0 6 8 7 0 7 4 4 3 7 5 0 2 3

Contact

PDMS Limited (Professional Data Management Services Limited)

Catriona Watt

+44 (0) 1624 664000

saasenquiries@pdms.com

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
PDMS Case Management platform delivers a secure, scalable and flexible multi-module environment covering an increasing range of Local Authority and County Council Services. The modules are designed to support service transformation by associating demands with system blockages and constraints, which can be tied back to the organisation's strategic objectives.
Cloud deployment model
Private cloud
Service constraints
Upgrades are planned at quarterly intervals, whilst every effort is made to minimise disruption there may be occasions where the service is unavailable. Notifications of updates are published at least two weeks in advance of the planned date.
System requirements
Based on Industry standard tecnologies, no specific constraints.

User support

Email or online ticketing support
Email or online ticketing
Support response times
09:00 to 17:30 Monday to Friday, excluding UK public holidays. (24/7 and public holidays can be agreed).
User can manage status and priority of support tickets
Yes
Online ticketing support accessibility
WCAG 2.1 A
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 availability
09:00 to 17:30 Monday to Friday, excluding UK public holidays. (24/7 and public holidays can be agreed at additional cost).

A response to a support request can be expected to be received within 4 (four) Working Hours of the support call being raised. A resolution, or work-around, can, in most cases, be expected to be received within 7.5 (seven and a half) Working Hours of the support call being raised.

Further information is available within our Service Definition document.
Support available to third parties
Yes

Onboarding and offboarding

Getting started
Support can be offered via any of the following methods:-
- Documentation (online)
- Skype/ Webinar
- Onsite training (additional cost)
Service documentation
Yes
Documentation formats
PDF
End-of-contract data extraction
Admin users have the ability to export both reference data configurations and case data as XML.
End-of-contract process
PDMS can provide a backup of the client's data from any module or modules, subscribed to. This data can then be deleted from the hosting infrastructure.
Assistance outside of the above or as described within our Service Definition document may attract an additional cost.

Using the service

Web browser interface
Yes
Supported browsers
  • 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
The service is designed to operate in most standard browsers and should show no difference between mobile and desktop.
Service interface
No
API
No
Customisation available
Yes
Description of customisation
All reference data is user configurable. Report templates can be configured and saved. Configuration ability is controlled by role within the application. All configuration is done via admin screens within the application itself.

Scaling

Independence of resources
PDMS Software-as-a-Service is hosted on a highly resilient infrastructure using multiple storage, memory and processing units across multiple locales in multiple Data Centres on the Isle of Man – an architecture aimed at achieving extremely high availability. The Data Centres adhere to best practices described by the EU Code of Conduct for Data Centre Operations, and meet the Uptime Institute Tier Level 3 classification. PDMS holds ISO 27001:2013 Information Security Management System standard certification and Cyber Essentials Plus.

Analytics

Service usage metrics
Yes
Metrics types
Configurable Audit history can provide activiy and usage metrics.
Reporting types
  • Real-time dashboards
  • Reports on request

Resellers

Supplier type
Not a reseller

Staff security

Staff security clearance
Conforms to BS7858:2012
Government security clearance
Up to Developed Vetting (DV)

Asset protection

Knowledge of data storage and processing locations
Yes
Data storage and processing locations
European Economic Area (EEA)
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
Another external penetration testing organisation
Protecting data at rest
Other
Other data at rest protection approach
Secure Tier 3 Data centres
Secure containers, racks or cages
Physical access control
Encryption of Physical media
Safe destruction of physical media
Data sanitisation process
Yes
Data sanitisation type
  • Explicit overwriting of storage before reallocation
  • 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 export approach
Admin users have the ability to export both reference data configurations and transactional case data as XML. In addition, report data can be downloaded as .csv files.
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 protection between buyer and supplier networks
TLS (version 1.2 or above)
Data protection within supplier network
TLS (version 1.2 or above)

Availability and resilience

Guaranteed availability
The Service Availability is set at 99.9%
The Service Availability stated above is the percentage of the time the Service is available for use when measured over any one calendar month subject to Exceptions (see below) calculated according to the formula:
(The number of minutes the service is available to the Customer
PLUS
The number of minutes the service is unavailable to the Customer due to exceptions)
DIVIDED BY
The total number of minutes in the month

If the Service availability over any one calendar month is less than the above defined Service Availability, the Customer may request financial recompense.
The financial recompense shall be calculated as a portion of the monthly Subscription fee to the Customer proportionate to the unavailability of the system, i.e.
{1 MINUS [(The number of minutes the service is available to the Customer
PLUS
The number of minutes the service is unavailable to the Customer due to exceptions
MINUS
The number of minutes the service is unavailable to the Customer due to other reasons)
DIVIDED BY
The total number of minutes in the month]} TIMES BY The monthly Subscription fee.
Further information can be found in the Service Definition Document
Approach to resilience
PDMS Software-as-a-Service is hosted on a highly resilient infrastructure using multiple storage, memory and processing units across multiple locales in multiple Data Centres on the Isle of Man – an architecture aimed at achieving extremely high availability. The Data Centres adhere to best practices described by the EU Code of Conduct for Data Centre Operations, and meet the Uptime Institute Tier Level 3 classification. PDMS holds ISO 27001:2013 Information Security Management System standard certification alongside Cyber Essentials certification.

Further information is available on request and also within the Service Definition document.
Outage reporting
In the event of a planned outage, a notice is displayed on the system homepage and also via email to the system administrator.

Identity and authentication

User authentication needed
Yes
User authentication
  • Public key authentication (including by TLS client certificate)
  • Username or password
Access restrictions in management interfaces and support channels
Access (to management interfaces and support channels) is restricted by least privilege access using active directory accounts with strong username and password combinations. Access is restricted on both a need and time basis with the default being that support staff do not have access.
Access restriction testing frequency
At least once a year
Management access authentication
  • Public key authentication (including by TLS client certificate)
  • Username or password

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
LRQA
ISO/IEC 27001 accreditation date
12/02/2018
What the ISO/IEC 27001 doesn’t cover
Nothing - All areas of the business and our services are in scope.
ISO 28000:2007 certification
No
CSA STAR certification
No
PCI certification
No
Other security certifications
Yes
Any other security certifications
Cyber Essentials Plus

Security governance

Named board-level person responsible for service security
Yes
Security governance certified
Yes
Security governance standards
  • ISO/IEC 27001
  • Other
Other security governance standards
Cyber Essentials Plus
Information security policies and processes
As part of its ISMS, PDMS have the following policies and processes; Information Security Policy, Secure Development Process, Acceptable Use Policy, Change Control Policy, Data Classification and Handling Policy, Data Protection Policy, Business Continuity Policy and an Incident Management Process, all of which are governed, managed and audited through our ISO certifications. All policies are owned and regularly reviewed by the relevant departmental manager.

It is the responsibility of each departmental manager to ensure that all of their staff follow the information security policies and processes, however compliance is audited by the Quality and Standards Manager, with any issues identified reported to the relevant manager, for rectification.

Operationally, Information Security is jointly managed by the Chief Security Officer and the Quality and Standards Manager, both of whom report directly to the Managing Director, who has overall ownership at Board Level for Security, allowing issues that require immediate escalation to be reported to the Directors. Operational Issues that do not require immediate escalation are discussed at the monthly management meetings, where it is a standing issue. All issues discussed during these meetings that require escalation are reported upwards to Board of Directors for it to be discussed, where appropriate.

Operational security

Configuration and change management standard
Supplier-defined controls
Configuration and change management approach
All changes made to PDMS systems and core infrastructure are subject to PDMS' change management processes. These are either performed through the code tools, or through services utilised by our internal departments. Where a change is identified, the staff member proposing the change must document the reason for the change, any known implications including security impacts, and any proposed times for the change to occur.
All changes are then reviewed prior to implementation by any relevant staff to ensure their awareness of the potential change. The potential change is then approved and the change can be made.
Vulnerability management type
Supplier-defined controls
Vulnerability management approach
PDMS subscribe to a number of forums and internet based information sources, that provide information about potential vulnerabilities in the systems and services that we use. Information provided by these is analysed and, where necessary, verified by our Infrastructure Team. Once a manufacturer releases a patch for their services and systems this will be deployed to the live environment within a week. Test environments are patched first to ensure that operational issues are not caused by the patch.
Protective monitoring type
Supplier-defined controls
Protective monitoring approach
The principle method of identifying potential security issues in our systems and network is through penetration testing, which is undertaken both internally and, where appropriate, through approved third parties.
When a potential compromise in the security of our systems and network is identified a suitably qualified member of staff is tasked with investigating and providing a solution to the issue.
If as a result of the tests it is determined that an actual incident has occurred, our incident management protocols commence immediately upon discovery, to enable rectification as soon as possible.
Incident management type
Supplier-defined controls
Incident management approach
PDMS allow all staff the ability to report security incidents through a number of methods, including email, telephone, and system based forms. Ultimately all reported incidents are managed by the Chief Security Officer, who follows the Incident Management Process, which identifies how the incident should be managed, including when to provide updates to any customers that may be affected. Customer Incident Reports are normally provided in a written document.

All incidents are reviewed following their satisfactory conclusion, in order to determine what lessons can be learned, in order to improve the process or prevent future occurrences.

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

Connection to public sector networks
No

Pricing

Price
£1000 to £3000 per instance per month
Discount for educational organisations
Yes
Free trial available
Yes
Description of free trial
PDMS provide a free 30 day trial for up to 30 users and 10Gb of storage.
Telephone and email support as well as online documentation is provided during this period. Any additional configuration work associated with a trial deployment may be chargeable.

Service documents

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