Pentagull Ltd

ESB Customer Services CRM

ESB Customer Services is a cloud software service that readily and effectively meets your customer contact needs for managing customer demand across all channels through to service fulfilment.
It provides the ability to design, deliver and scale as your requirements change, in a highly secure, robust and flexible environment.


  • Fully functional customer services application developed directly from local government
  • Transactional digital by default web portal
  • Self-service/ digital services including citizen account
  • Secure role based access control mechanism
  • Readily integrates with other frontline and back office systems
  • GIS capable - ability to spatially plot enquiries
  • Data presented to the right place in the preferred form
  • Data Management Module for GDPR compliance
  • Customer relationship management (CRM) digital platform
  • Utilisation monitoring and management reporting


  • Highly efficient system enables substantial savings in time/operating costs
  • Streamlines processes
  • Secure data model
  • Enables end-to-end operations that focus on customer fulfilment
  • Facilitates consistency
  • Significant savings in time taken to process transactions and cases
  • A system capable of growing and changing easily
  • Provides real-time accurate data that assists management decision making


£9995 to £19995 per unit per year

  • Education pricing available

Service documents

G-Cloud 11


Pentagull Ltd

Stuart Gilbert

0845 680 7147

Service scope

Service scope
Software add-on or extension No
Cloud deployment model Private cloud
Service constraints None
System requirements
  • Supported Web-browsers
  • Working LAN, firewall and Internet Connectivity

User support

User support
Email or online ticketing support Email or online ticketing
Support response times Each support issue will be raised as a ‘ticket’ on our help desk system and the appropriate resolution will be scheduled and communicated to the client. Our service desk is staffed by knowledgeable staff providing first level support, this is backed up by unrestricted access to our second and third level support provided by our own experienced consultancy and development teams. Priority A - System not usable or service down-1 hour. Priority B - Important production job or service will not run-4 hours. Priority C - Any other problem call -1 day. Additional support levels available upon request.
User can manage status and priority of support tickets Yes
Online ticketing support accessibility WCAG 2.1 AA or EN 301 549
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 standard and included within the licence charge. All customers benefit from the same excellent level of support. Each customer will be provided with a dedicated Account Manager and full access to support channels.
Support available to third parties Yes

Onboarding and offboarding

Onboarding and offboarding
Getting started As ESB is a flexible platform offering numerous functional parts and each client’s use is bound to be disparate, our approach to on-boarding would be through collaborative working with the client.
The methods we would use to facilitate this would be through a combination of onsite training, online training, and access to our extensive online documentation site.
Service documentation Yes
Documentation formats PDF
End-of-contract data extraction The service has in-built functionality to extract information in various formats available to the users.
Additionally if required we will provide a data extraction service tailored to the individual needs of the customer
End-of-contract process All client data returned to client.All client access deactivated.Relevant secure processes fully applied.Final invoice prepared.

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 Use of accessibility tools such as JAWS have been tested for use with browser form UI. Labels and field content have been verified for speech output
What users can and can't do using the API The API is provided as an HTTPS endpoint accepting either SOAP or JSON requests. It supports creation, viewing and updating of work items, which are the generic unit of data storage within the ESB platform. Configuration of the platform must be carried out via the web-based System Configuration module. Once configured, the API can be used to access and manipulate data.
API documentation Yes
API documentation formats PDF
API sandbox or test environment Yes
Customisation available Yes
Description of customisation The ESB platform provides the functionality to perform in-depth customisation straight out of the box. You can rename and add new fields and sections to your processes with ease. PDF templates can be created and amended to be automatically produced by the system along with bespoke email notifications for your staff or customers. Our in-built granular permission set allows for precise access changes to processes as staff and situations change without having to resort to contacting Pentagull thus ensuring you have control to deal with variations in the work. More experienced users can go even further and amend the rules that govern the automation for your processes. This allows you to continually make changes in the life-cycle of your process ensuring it remains fit for purpose and effective all without incurring any additional costs. All this customisation is available with no coding knowledge required, the platform is designed to be used by anyone with basic computer literacy and a few days training.


Independence of resources A series of key performance metrics are constantly monitored, ranging from low level operating system counters to high level application layer metrics. This allows us to automatically respond to increases in demand by scaling up the resources allocated to the application before any impact is felt by end-users. By partnering with Amazon Web Services we are able to leverage the vast resources of their Elastic Compute Cloud
(EC2) to ensure that we can continually exceed our capacity requirements.


Service usage metrics Yes
Metrics types As a web application our primary performance metric is the page response time. This is carefully monitored to ensure it stays within acceptable levels. In addition to the HTTP response metrics, a number of lower-level metrics are monitored to ensure the application stack remains healthy and responsive. These include CPU usage, memory usage and disk I/O metrics.
Reporting types Reports on request


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 Managed by a third party
Penetration testing frequency At least every 6 months
Penetration testing approach In-house
Protecting data at rest
  • Physical access control, complying with CSA CCM v3.0
  • 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
  • TLS (version 1.2 or above)
  • IPsec or TLS VPN gateway
Data protection within supplier network
  • TLS (version 1.2 or above)
  • IPsec or TLS VPN gateway

Availability and resilience

Availability and resilience
Guaranteed availability Service Level Agreements and remedies therein are contract specific
Approach to resilience Our service is hosted on infrastructure provided by Amazon Web Services, who provide a monthly uptime percentage of 99.99%. To achieve maximum resiliency, we utilise all 3 AWS London data centres (known as Availability Zones) as either active or DR locations. This means that in the event of total data centre failure we are able to resume service using one or both of the alternate locations. Impacts to service delivery caused by more routine events such as server patching, server reboots and failure of individual components are mitigated through the use of load balancing and redundant storage. At the network level, AWS provides multiple carrier-independent feeds to each of its data centres.
Outage reporting Service outages, whether unplanned or as part of scheduled maintenance, are communicated to customers via email alerts. Each customer may nominate a number of key personnel who will receive such alerts. The email alerts service is hosted using infrastructure that is totally independent from that which is used to host the service, ensuring that even a catastrophic failure of AWS infrastructure does not affect our ability to communicate with our customers.

Identity and authentication

Identity and authentication
User authentication needed Yes
User authentication
  • 2-factor authentication
  • Identity federation with existing provider (for example Google Apps)
  • Username or password
Access restrictions in management interfaces and support channels Access is restricted to designated support staff at a level required for them to perform their role.
In terms of management interfaces there is an escalation process in place whereby senior staff can interface if required.
Access restriction testing frequency At least every 6 months
Management access authentication
  • 2-factor 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 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 World Certification Services
ISO/IEC 27001 accreditation date June 2019
What the ISO/IEC 27001 doesn’t cover There are no exclusions in Pentagull 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 As part of our ISO27001 certification, Pentagull applies its comprehensive ISMS (Information Security Management System) throughout the Company. The ISMS manager reports all incidents directly to the board of directors. All policies which form part of the ISO 27001 system are applied to staff as part of their induction to the Company and their yearly reviews. Any policy changed outside this time frame is applied when required.

Operational security

Operational security
Configuration and change management standard Supplier-defined controls
Configuration and change management approach Change control to our ESB platform’s core is managed through the practice of continuous integration (CI). Each build is tracked through formal version control process supported by a software version control system. Each new release has formal unit, integration, security and regression testing and is released into test environments before subsequently making into the live environment.
Vulnerability management type Supplier-defined controls
Vulnerability management approach Our vulnerability management process is based on industry standards combined with advice from our own hardware/software suppliers. We regularly review our infrastructure to ensure we identify and categorise components based on risk/impact.

Patching is automated where it’s practical to do so, outside of this there we have a robust patch management procedure including a named individual responsible for patch management. All patches are applied within 7 days of release.

In order to keep abreast of the latest infrastructure threats we obtain information from multiple sources - our own hardware, software and infrastructure suppliers, additionally from a number of industry outlets.
Protective monitoring type Supplier-defined controls
Protective monitoring approach We employ proactive monitoring of various logs to detect unusual patterns of activity. This includes traffic and request patterns, authentication attempts and analysis of source IP addresses.

Our Incident Management System is used to manage and respond to any suspected compromise. This provides us with a structured way of handling potential security issues at each step of the investigation, and ensuring timely disclosure to our customers where appropriate. All suspected security incidents are investigated within 24 hours and co-ordinated by our Security Officer.
Incident management type Supplier-defined controls
Incident management approach Customers are able to report incidents using our support portal, this is logged directly into our support desk system with automated RAG categorisation and escalation of priority items.
Workflow within this system is also capable of routing specific problems or customers to an individual or team.
The teams also have access to a knowledge based system that enables for rapid diagnosis of problems.
We proactively monitor incidents on a regular basis to highlight any mitigation that we can put in place to reduce the likelihood of re-occurrence.

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 £9995 to £19995 per unit 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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