APD Communications

Computer Aided Dispatch (CAD) Command & Control System

APD's Cloud Control Room Computer Aided Dispatch (CAD) Software, is a UK first specialising in advanced incident response management for Police, Fire, Ambulance Services and other critical control rooms.
APD’s CAD is a scalable web-based, cloud-based, mobile, interoperable and fast to implement, upgrade and maintain

Features

  • Native cloud based technology
  • Bulk dispatch Multi-agency, multi-service dispatch Responders
  • Multi Geographical Information Systems (GIS) mapping capabilities
  • Mobile device responders and vehicle tracking, live status position
  • Route optimisation with live traffic status
  • Field service application, notes, photos, custom forms, routing, signatures, barcodes
  • Caller location capablities What3Words, Advance Mobile Location, Locate by Text
  • Full incident lifecycle management including workforce management
  • Live video call
  • Analytics

Benefits

  • Quick easy implementation of a CAD system
  • Cloud based platform no hardware infrastructure management overhead
  • Easy effortless upgrade to latest CAD version, always upto date
  • Efficent, effective Resource Dispatch based on priority settings
  • View resources, facilties data and points of interest on map
  • Intelligent dispatch, savings time on critical incidents
  • Analytics for reporting statistics, trends, prevention plans, reducing incidents

Pricing

£231 per unit per month

  • Education pricing available
  • Free trial available

Service documents

G-Cloud 10

624851180440291

APD Communications

Rhiannon Beeson

01482808300

rhiannon.beeson@apdcomms.com

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 Can also be integrated with an ICCS & CRM systems subject to additional costs
Cloud deployment model Public cloud
Service constraints We offer 24/7 support to our clients and we follow a service matrix which illustrates that we resolve every support query. All maintenance or updates will be arranged with the client and will be undertaken during "off peak" times agreed with each client.
System requirements Requires the use of Google Chrome Browser

User support

User support
Email or online ticketing support Email or online ticketing
Support response times At APD our support queries are categorised into priorities ranging from P1 (Urgent to P4 (Low). For a P1 support query our response time is 2 hours and to acknowledge the query is 15 minutes. For a P4 our response time is 24 hours and 15 min to acknowledge it. Our response time is the same for weekends as it's in the week.
User can manage status and priority of support tickets Yes
Online ticketing support accessibility None or don’t know
Phone support Yes
Phone support availability 24 hours, 7 days a week
Web chat support Web chat
Web chat support availability 9 to 5 (UK time), Monday to Friday
Web chat support accessibility standard None or don’t know
How the web chat support is accessible Live Chat is accessible if you are a client of the CAD system and is available to all users that have access on the domain. We have put measures in place to alert support when a live chat is being initiated via text messages with details of the client/organisation that initiated the chat.

The only restriction of the live chat, is that you are not able to post screengrabs, audio files and any files in the chat correspondence.
Web chat accessibility testing Testing project current being planned
Onsite support Yes, at extra cost
Support levels Our support levels are defined as support Priorities which range from P1 to P4. The response time for each priority differs, P1 has a 2 hour response time and P4 has a 24 hour response time.We charge for the full support suite and not based on different support priorities. We will also provide a technical account manager as we as a cloud support engine. We do offer different channels of support in the form of email, web chat and telephone
Support available to third parties Yes

Onboarding and offboarding

Onboarding and offboarding
Getting started APD follows a client on-boarding process which includes dedicated team of experts assigned to new clients. During the initial project kick-off meeting we identify all the key stakeholders and define the channels to successfully source client data and build the client’s Cloud CAD platform fit to their operational requirements
Our clients are provided with access to our bespoke online training in virtual classrooms. When possible we use the Train the Trainer concept by training critical staff and super users. There are 4 topics, targeted at different groups within the clients organisation. Our trainers use a test environment to go through real-live scenarios in these sessions.
Once training has successfully been completed we continue guiding and monitoring the client and platform performance for another month after Go-live date. We close the on-boarding journey when both parties are in agreement that all goals have been achieved.
For all our clients we offer regular webinars for new releases, new features and hot topics provided by our clients to address their needs to optimise organisational performance.
Service documentation Yes
Documentation formats HTML
End-of-contract data extraction Control room users and system administrators have access to the Cloud CAD platform reporting tools.
Standard reports are extractable from the clients platform in .xls format. Specific client BI reports are provided in .pbt format when this is included in the contractual agreement.
All reports are accessible for the client until the contractual end date agreed by both parties.
End-of-contract process When a Customer leaves the service, we will develop an off boarding plan.

The level of Off-boarding support as a telephone or onsite meeting to agree with the Customer:

- Off-boarding and migration planning and process
- Key contacts and points of escalation for both organisations
- Return of any specific documentation
- Outline plan including timescales

Meetings and ongoing support beyond the initial meeting are not included within the services pricing, but can still be provided based on the SFIA rate card. A quote can be provided at request.

The hosted site environment will be decommissioned.

A period of seven days is provided after the contract has ended before the service is disabled and a further grace period of twenty-one days during which data is available. This may be extended subject to contract and additional cost.

We are able to discuss specific requirements and provide a quote on request if the customer needs alternative / longer arrangements for off boarding.

Using the service

Using the service
Web browser interface Yes
Supported browsers Chrome
Application to install No
Designed for use on mobile devices Yes
Differences between the mobile and desktop service Our solution has a mobile application designed for responders using mobile phones or tablet devices. The Cloud CAD works optimally on a screen size greater that 11". The CAD is designed for a control room environment where dispatchers can use the full functionality including GIS.
Accessibility standards WCAG 2.0 A
Accessibility testing No extensive testing of assistive technology to date. Currently under consideration.
API Yes
What users can and can't do using the API Currently the only public facing API is the "Signals API". The Signals API only allows creation of a "signal". In our CAD solution signals are a type of external notification that triggers the creation of a new Incident. Access to this API is limited to partners who can provide valid signals, and is only granted after a partner defined use case has been thoroughly reviewed and validated.
API documentation Yes
API documentation formats Open API (also known as Swagger)
API sandbox or test environment Yes
Customisation available Yes
Description of customisation The follow can be customised:-
- Call Types
- Custom Forms
- Points of Interest
- Resources
- Users
- Vehicles
- Response Plans
- Workflow
- Commands
- and more

Users can customise the service using the configuration page of the platform; customisation capabilities are defined by the system administrator using the configuration page of the platform

Scaling

Scaling
Independence of resources The Cloud CAD platform is fully hosted on Microsoft’s cloud platform (Azure) and therefore has exceptional resource auto-scaling by default. We also continuously monitor usage and accordingly plan and adjust configuration of our software and infrastructure for optimal auto-scaling.

Microsoft Azure constantly adds to its Azure platform’s hardware resources and therefore provide what is essentially unlimited computing, data storage and network resources, so there always is enough hardware resources to handle any realistic load.

Analytics

Analytics
Service usage metrics Yes
Metrics types We make use of all emergency service metrics which consists of the Average Registration Time, Average Dispatch Time , Average Response Time, Average Time on Scene, Average Time to Hospital , Average Time at Hospital , Average Call DurationTime. We also make use of telephony service metrics such as Average Speed to Answer , Average Holding Time , Average Calls Abandoned, Average Handling Time.
Reporting types
  • Real-time dashboards
  • Regular reports
  • Reports on request

Resellers

Resellers
Supplier type Reseller providing extra support
Organisation whose services are being resold RapidDeploy

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 Another external penetration testing organisation
Protecting data at rest
  • Physical access control, complying with CSA CCM v3.0
  • Physical access control, complying with SSAE-16 / ISAE 3402
  • Physical access control, complying with another standard
  • Encryption of all physical media
  • Scale, obfuscating techniques, or data storage sharding
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 Control room users and system administrators have access to the Cloud CAD platform reporting tools.
Standard reports are extractable from the clients platform in .xls format. Specific client BI reports are provided .pbt format when this is included in the contractual agreement.
We will provide online training on the reporting tools in the onboarding process of every new customer.
Data export formats CSV
Data import formats CSV

Data-in-transit protection

Data-in-transit protection
Data protection between buyer and supplier networks Other
Other protection between networks All data that is transmitted to and from Cloud CAD systems is secured using reliable, standardised secure network transport protocols like HTTPS, WSS, SFTP and the like. Internal network traffic is encrypted using IPSec and WPA (with RADIUS) protocols.
Data protection within supplier network
  • TLS (version 1.2 or above)
  • IPsec or TLS VPN gateway
  • Legacy SSL and TLS (under version 1.2)

Availability and resilience

Availability and resilience
Guaranteed availability Software releases, updates and fixes are real-time via the Cloud CAD author, under strict release management controls. Using a load balance, there is no downtime or operational interference incurred to the live solution, and rollbacks where required are done seamlessly in real-time.

From a cloud reliability Microsoft Azure provides 99.99% availability as a default. Provision for higher availability can be made in this regard if required subject to contract.

Microsoft Azure includes automatic provisioning for seamless failover to a geo-diverse secondary mirrored data centre which is managed by Microsoft on behalf of the agency.

Financial Recompense will be subject to contract
Approach to resilience Monitoring of system usage and outages is managed though internal reporting dashboards that are facilitated by Azure Application Insights as well as custom In App activity logging reports that are generated regularly and as needed by manually pulling data from our activity logging databases to generate reports using tools like PowerBI and SQL Server Reporting.

E-mail alerts are also configured to be sent when critical thresholds or outages are automatically detected.
Outage reporting Monitoring of system usage and outages is managed though external services like Pingdom and internal reporting dashboards that are facilitated by Azure Application Insights as well as custom In App activity logging reports that are generated regularly and as needed by manually pulling data from our activity logging databases to generate reports using tools like PowerBI and SQL Server Reporting.

E-mail alerts are also configured to be sent when critical thresholds or outages are automatically detected.

Identity and authentication

Identity and authentication
User authentication needed Yes
User authentication 2-factor authentication
Access restrictions in management interfaces and support channels All staff and customers have the own individual accounts to access Cloud CAD software systems.

Every user account has group policies and privileges that are linked to their respective accounts and so access is limited to only the systems, resources and data that is pertinent to them in order to fulfil the role and function.
Access restriction testing frequency At least every 6 months
Management access authentication 2-factor authentication

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 BSI
ISO/IEC 27001 accreditation date 11/01/2010
What the ISO/IEC 27001 doesn’t cover N/a
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 Yes
Security governance standards ISO/IEC 27001
Information security policies and processes We have our own internal business and process security policies supporting our ISO/IEC 27001 certification

Operational security

Operational security
Configuration and change management standard Supplier-defined controls
Configuration and change management approach OS, Network and Application level event and activity logging is performed. Logs are kept for auditing, events and trend identification purposes.

Product Management authorise new software/system features. Controls are implemented to ensure security continuity of existing software and systems while developing and releasing the new functionality.

All development work flows through a pre-defined and automated development and deployment pipeline.

Engineering receives specifications from product management. Quality assurance team validate and verify any completed work. If QA pass work it is scheduled for release and deployed by automated systems which the Release Manager manually triggers.
Vulnerability management type Supplier-defined controls
Vulnerability management approach Potential security threats are assessed by product management, engineering and any contextually relevant staff and/or stakeholders throughout the entire SDLC, but special attention is given during the planning and design phases.

Standard secure software development practices (i.e. principles of Least Privilege and Defence in Depth, SAST and DAST) are applied during software design, development and during environment setup and configuration.

Vulnerabilities detected prior to release are addressed during development. Vulnerabilities that are detected post-release are tracked and addressed ASAP, according to their relative severity and priority.

Penetration testing schedules can be provided if required.
Protective monitoring type Supplier-defined controls
Protective monitoring approach System events and user activities are logged, and our monitoring systems/software automatically flag potential compromises and notify the appropriate staff. Manual detection also occurs during development and after release.

All staff receive security training and understand that security is of the highest importance. Staff remain vigilant and any unusual behaviour or data is reported to management via the appropriate chain of command.

Investigation is swiftly initiated and fixes/patches are scheduled according to the potential and confirmed risks and threats.
Incident management type Supplier-defined controls
Incident management approach We prioritise security incidents over all other work and an investigation is immediately commissioned by management and pre-defined response plans are followed.

As more details become available, additional resources are devoted the incident response, according to the risk and threats that are uncovered. Fixes and mitigations are applied ASAP.

An investigation report with supporting evidence and data is presented to management and a debriefing is held as soon as patches are deployed.

All relevant details (i.e. impact, actions required, fixes implemented, etc.) are communicated to affected partiers as soon as they are reliably established throughout the lifespan of the incident.

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 No

Pricing

Pricing
Price £231 per unit per month
Discount for educational organisations Yes
Free trial available Yes
Description of free trial All features included, for a limited time period. Free trail period from 1 month to maximum of 3 months depending from the type of organisation and trail success criteria requirements.

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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