G-Cloud 11 services are suspended on Digital Marketplace

If you have an ongoing procurement on G-Cloud 11, you must complete it by 18 December 2020. Existing contracts with TerraQuest are still valid.
TerraQuest

Digital Building Control Service

Our services will provide a one stop shop for services operating across the building sectors; with primary customers being any business or citizen involved in planning, building and related approvals.
Delivering a suite of online forms to collect statutory and Authority required information to support decision making processes.

Features

  • Online applications, information and help.
  • Processed and transmitted using open schema (standard) connector
  • Integrated on-line support on guidance to help customers
  • Dynamic application forms

Benefits

  • Established, long term relationships with LPAs and Professional bodies
  • 24/7 availability
  • Supports centrally managed shared, and consistent, services.
  • Open Standards of information
  • Authoritative content, providing advice and guidance.

Pricing

£30,000 an instance a year

Service documents

Request an accessible format
If you use assistive technology (such as a screen reader) and need versions of these documents in a more accessible format, email the supplier at craig.harper@terraquest.co.uk. Tell them what format you need. It will help if you say what assistive technology you use.

Framework

G-Cloud 11

Service ID

6 3 7 1 6 0 6 0 4 6 9 1 3 6 5

Contact

TerraQuest Craig Harper
Telephone: 0121 234 1300
Email: craig.harper@terraquest.co.uk

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
Forms Management; Site location
Cloud deployment model
Private cloud
Service constraints
None
System requirements
Internet Connectivity

User support

Email or online ticketing support
Email or online ticketing
Support response times
Incident response times are:
− Level 1 – Service down / unavailable, resolved within 4 working hours
− Level 2 – Issues with individual component parts impacting all or part of the system, resolved within 8 working hours
− Level 3 – Issues and advice in the usage of the system, or cosmetic issues. Resolved within 16 working hours
− Level 4 – No immediate action required, resolved within 5 working days

Weekends support is level 1 only, resolved within 4 working hours.

Users are also able to access online help and FAQs 24x7.
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
− Level 1 – Website down / unavailable Resolved within 4 working hours
− Level 2 – Issues with individual applications which are stopping submission Resolved within 8 working hours
− Level 3 – Issues and advice in the usage of the system, or cosmetic issues. Resolved within 16 working hours
− Level 4 – Low priority, no immediate action required Resolved within 5 working days
Service costs are Monday to Friday (9:00 til 17:00), excluding public holidays.
Service and technical account managers provided at no extra cost. Cloud support engineers provided in line with agreed rate cards.
Support available to third parties
Yes

Onboarding and offboarding

Getting started
Free initial office training and onboarding process with update training sessions rolled out as necessary and agreed as part of the contract.
Online FAQs and support documentation, including integrated help.
Service documentation
Yes
Documentation formats
  • HTML
  • PDF
End-of-contract data extraction
Service Request; data passed over in secure format; format to be agree with client
End-of-contract process
At no additional cost, handover of final data passed over in secure format; format to be agree with client provided.
Subsequent requests for data to be disused as additional change request.
Data securely disposed in line with Industry Standards and any agreed customer requirements agreed as part of the contract

Using the service

Web browser interface
Yes
Supported browsers
  • 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
No functional differences; uses a responsive design
Service interface
Yes
Description of service interface
Human interface using https and tls1.2 including payment for the service. Direct connection using https and tls1.2 to all England and Wales Local Authorities.
Accessibility standards
WCAG 2.1 A
Accessibility testing
Full UAT using customer journey to test the simple intuitive customer interface. Interface to processor is tested using dedicated testing suite, automation tool for schema compatibility, and automated load testing.
API
Yes
What users can and can't do using the API
Users have a web based management interface to determine end points and to customise features of the question set displayed to their customers.
Limited tailoring of the site can be achieved to set branding.
API documentation
Yes
API documentation formats
  • HTML
  • PDF
API sandbox or test environment
Yes
Customisation available
No

Scaling

Independence of resources
Automatic Scaling

Analytics

Service usage metrics
Yes
Metrics types
SLA and KPI reporting built in product, customised during on-boarding process.
Reporting types
  • Regular reports
  • Reports on request

Resellers

Supplier type
Not a reseller

Staff security

Staff security clearance
Conforms to BS7858:2012
Government security clearance
Up to Baseline Personnel Security Standard (BPSS)

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
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 export approach
Service Request
Data export formats
  • CSV
  • Other
Other data export formats
XML schema
Data import formats
Other
Other data import formats
Open standard XML schema

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 availability SLA is 99.5% over a 24/7 period per week.
Service Credits do not apply for this software service.
Approach to resilience
TerraQuest operate to a formalised Corporate Business Continuity Management System/Process, the BCP follows the BS 25999 standard and is a practiced logistical plan for how we recover and restore partially or completely interrupted critical functions within agreed timescales following a disaster or extended disruption
Outage reporting
Dashboard and email alerts to designated users

Identity and authentication

User authentication needed
Yes
User authentication
  • 2-factor authentication
  • Public key authentication (including by TLS client certificate)
  • Username or password
Access restrictions in management interfaces and support channels
Complies with recognised Industry standards
Access restriction testing frequency
At least once a year
Management access authentication
  • 2-factor authentication
  • Username or password

Audit information for users

Access to user activity audit information
You control when users can access audit information
How long user audit data is stored for
User-defined
Access to supplier activity audit information
You control when users can access audit information
How long supplier audit data is stored for
User-defined
How long system logs are stored for
User-defined

Standards and certifications

ISO/IEC 27001 certification
Yes
Who accredited the ISO/IEC 27001
URS
ISO/IEC 27001 accreditation date
11/01/2018
What the ISO/IEC 27001 doesn’t cover
N/A, all parts covered
ISO 28000:2007 certification
No
CSA STAR certification
No
PCI certification
No
Other security certifications
No

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
The security policies and procedures adopted by TerraQuest have
been designed based on the following requirements –
- UK Government,
- UK and EU Law
- Commercial best practice
- Contractual needs

Regular staff training is undertaken, at least annually on all security and data management policies; policies are documented and made available all staff

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
ISO 27001 controls based on ITIL Service Management for change and configuration management.
Vulnerability management type
Supplier-defined controls
Vulnerability management approach
TerraQuest subscribes to Industry Standards, journals and security groups to ensure we are aware of latest threats and vulnerabilities. Patches are downloaded, tested and deployed as soon as reasonably available.
Protective monitoring type
Supplier-defined controls
Protective monitoring approach
Terraquest monitor unauthorised access and event logs in line Industry Standards and best practice.

All potential compromises are treated as risks and assessed for impact and probability. Mitigation and resolution follows immediately.
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
ISO 27001 controls based on ITIL Service Management for incident management.

Secure development

Approach to secure software development best practice
Conforms to a recognised standard, but self-assessed

Public sector networks

Connection to public sector networks
No

Pricing

Price
£30,000 an instance a year
Discount for educational organisations
No
Free trial available
No

Service documents

Request an accessible format
If you use assistive technology (such as a screen reader) and need versions of these documents in a more accessible format, email the supplier at craig.harper@terraquest.co.uk. Tell them what format you need. It will help if you say what assistive technology you use.