Clarity Information Solutions

FastForm Cloud Ticketing

FastForm Cloud Ticketing is used by police road safety back offices to process and store road traffic offence documents, including camera offence records, officer-issued tickets and collision records. FastForm provides scanning, data capture, document management and workflow features that support efficient and reliable offence record processing and case management activities.

Features

  • Scan all returned NIPs and correspondence and save to DMS
  • Capture metadata automatically during scan process
  • Capture all PentiP and print management output in DMS automatically
  • Monitor document processing workloads and staff productivity
  • Search, retrieve and review all records associated with an offence
  • Select relevant records and build electronic case files automatically
  • Access all offence records and document processing tasks remotely
  • Task allocation, process management and escalation management toolkit
  • Fully integrated with MS Office, including Word, Outlook and Explorer
  • Comprehensive audit trail to support legal admissibility of electronic records

Benefits

  • Maintain management control when processing large volumes of offence records
  • Increase flexibility and improve business continuity through remote working
  • Improve efficiency by using tools that streamline traffic office processes
  • Increase management assurance by monitoring workloads and staff productivity
  • Ensure effort is focused on largest and most time-critical workloads
  • Escalation management tools ensure sensitive documents are not overlooked
  • Produce legally admissible electronic case files efficiently
  • Resolve queries by searching and viewing all case records instantly
  • Eliminate paper-based filing, search and retrieval tasks
  • Use validation rules to check captured field data automatically

Pricing

£56 a licence a month

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 bill.duke@clarity-ltd.co.uk. Tell them what format you need. It will help if you say what assistive technology you use.

Framework

G-Cloud 12

Service ID

6 3 8 4 0 7 3 6 5 5 0 5 5 3 1

Contact

Clarity Information Solutions Bill Duke
Telephone: 07800810460
Email: bill.duke@clarity-ltd.co.uk

Service scope

Software add-on or extension
No
Cloud deployment model
Private cloud
Service constraints
Not applicable.
System requirements
  • Users must have internet connectivity.
  • Users must have access to a common browser platform.
  • Local mail-rooms need document scanners.

User support

Email or online ticketing support
Email or online ticketing
Support response times
An initial response is provided within 15 minutes.

The standard service is available between 08:00 hours and 17:30 hours on Monday to Friday excluding UK public and bank holidays.

24/7 response coverage is also available for an additional fee.

Critical Faults - Technical response within 30 minutes, provide analysis and guidance within 3 hours, provide resolution within 6 hours.

Major Faults - Technical response within 1 hour, provide analysis and guidance within 1 day, provide resolution within 2 days.

Material Faults - Technical response within 3 hours, provide analysis and guidance within 1 day, provide resolution within 5 days.
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
Yes, at an extra cost
Web chat support availability
9 to 5 (UK time), Monday to Friday
Web chat support accessibility standard
WCAG 2.1 AA or EN 301 549
Web chat accessibility testing
Clarity uses a third party web chat service provider that has completed
appropriate web chat testing. We have however not been directly involved in this testing.
Onsite support
Yes, at extra cost
Support levels
Clarity provides a fully managed solution support service, which is underpinned by a Service Level Agreement. The service includes unlimited access to a Help Desk, with guaranteed response and resolution timescales for all support requests.

All costs are included within the monthly subscription and no additional usage or service level fees apply.

Customers are provided with direct access to suitably qualified and experienced technical support personnel through the Help Desk. An Account Manager is also assigned to each customer and given overall responsibility for ensuring services are delivered in accordance with contractual obligations and customer expectations.
Support available to third parties
Yes

Onboarding and offboarding

Getting started
Clarity provides onsite user acceptance testing and training services before go-live. User documentation is provided as part of that service. Following successful completion of UAT, we offer a document and data migration service, which can be used to import records and associated metadata from legacy document management platforms.
We also provide an onsite transition support service, where a system specialist works with new users in their offices during the first few days of system adoption. This approach is used to facilitate a seamless transition to effective use of FastForm with minimal business disruption.
Service documentation
Yes
Documentation formats
  • HTML
  • ODF
  • PDF
End-of-contract data extraction
Clarity provides a full export of all client-requested metadata in an agreed common use format, such as csv or xlsx. Clarity also provides clients with access to enable export of all records stored in the document management system.
End-of-contract process
The solution is taken off-line at an agreed time on the contract end date. Clarity provides a full export of all stored records in their native format and all client-requested data (i.e. document metadata) in an agreed common use format, such as csv or xlsx, within 10 business days after the contract end date.
Clarity destroys all client data 1 month after contract expiry or at an earlier date, if preferred by the customer.
The customer is notified and confirmation is sought prior to destruction of data.

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
All screens are responsive and the interfaces adapt automatically to suit the device being used.
Service interface
Yes
Description of service interface
Dedicated sets of user interfaces are provided for a variety of distinct user activities, including:
Scanning management functions for mail-room staff.
Data validation interfaces, which are used to review captured documents and data.
A variety of document management functions, including search and view screens, case file production, version management and audit logs.
Process management interfaces, which are used to monitor workloads and staff productivity, allocate tasks and manage escalations.
System administration functions, which are used to manage user permissions, create and configure document types, configure records management functions, such as retention and disposal schedules, and manage backups.
Accessibility standards
WCAG 2.1 AA or EN 301 549
Accessibility testing
Clarity uses the AChecker test toolkit to check and maintain our WCAG 2.1 compliance (to level AA) on a regular basis.
API
Yes
What users can and can't do using the API
FastForm includes an API that provides the following functionality:

- Search for documents based on metadata.
- Upload a document with metadata.
- Mark the document as complete.
API documentation
Yes
API documentation formats
Open API (also known as Swagger)
API sandbox or test environment
Yes
Customisation available
Yes
Description of customisation
Users can select from an extensive range of functional configuration options in order to adapt the solution to support preferred working practices. Configuration options include:
The types of offence records that are processed (e.g. NIPs, TORs, PNDs, etc.).
The batch classes that are used to manage high volume scanning activities.
The action pods that provide access to documents that require common actions.
Retention periods for document types.
User access permissions.

Scaling

Independence of resources
Clarity provides a dedicated installation within our hosting environment for each customer and the associated infrastructure is configured to accommodate substantially greater demand than any individual customer ever anticipates.

Scalability testing is employed to ensure that the solution delivers acceptable performance even during times of high load. Furthermore these tests are used to confirm that the system can handle the projected data volumes. This verifies that the solution is able to meet the growing needs of the customer.

We also monitor the hosted environment to ensure the appropriate resources are allocated to each customer's installation.

Analytics

Service usage metrics
Yes
Metrics types
WORKLOAD STATISTICS: Volumes of offence records to be processed; categorized by numbers of documents in each Action Pod that are complete, awaiting action and overdue.
PERFORMANCE STATISTICS: Parameter-driven reports on the numbers and types of documents processed by individuals and teams over any specified time periods.
SERVICE PERFORMANCE: Including system availability, support requests and response activities.
Reporting types
  • Real-time dashboards
  • Regular reports
  • Reports on request

Resellers

Supplier type
Not a reseller

Staff security

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

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
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
Physical access control, complying with another standard
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
FastForm includes a management reporting tool that can be used to produce parameter-driven reports encompassing all/any data that is held in the FastForm database.

Suitably authorised users can produce these reports and then save them to a convenient common-use format (csv, xlsx or pdf).

Clarity is also happy to provide user-requested data exports free of charge as part of the managed solution support service that we provide.
Data export formats
  • CSV
  • ODF
  • Other
Other data export formats
  • XLSX
  • PDF/A
Data import formats
  • CSV
  • ODF
  • Other
Other data import formats
XLSX

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)
  • IPsec or TLS VPN gateway

Availability and resilience

Guaranteed availability
We provide our customers with both a Service Level Agreement and a Business Continuity Management Plan, which sets out the arrangements that we use to maintain exceptionally high availability. As an indication of our commitment to robust availability management, the system availability achieved across the entire FastForm customer base for 2019 was 99.88%.

Our SLA provides a commitment to maintaining a monthly rolling average of at least 99% availability and we will provide customers with service credits if we ever fail to achieve this target.
Approach to resilience
Our UK-based data centres are certified to ISO 27001 and access is strictly limited to security-cleared personnel, controlled by extensive CCTV monitoring and state-of-the-art access control systems.
­ CCTV covers all areas of the data centres and corporate offices.
­ Highly experienced security guards are on duty 24x7x365.
­ Role based access control requiring swipe-cards is used to manage access through multiple secure areas, ensuring absolutely no access to buildings and rooms by unauthorised personnel.
A copy of the Certificate of Registration to ISO 27001 can be provided on request.
Comprehensive ISO 27001-compliant security arrangements are used to protect data at rest and data in transit and further information can be provided on request.
The ISO 27001 certification also covers equipment disposal and physical resilience and availability management within the data centres.
Outage reporting
FastForm includes a management dashboard, which alerts authorised business users dynamically when there are outages. Email alerts are also sent to designated customer contacts.

Availability and outage statistics are included in monthly management reports, which are issued to customers.

Identity and authentication

User authentication needed
Yes
User authentication
Username or password
Access restrictions in management interfaces and support channels
Users are added by a nominated System Administrator and they are given access to relevant features and permission levels within FastForm, encompassing the process management toolkit, DMS access rights and scanning/validation activities.

An email is sent to each new user with a system generated password after a new account has been created. The role allocated to the user determines which system functions are available to them.

Users are given a URL, which they use to log on with the password from the email and access features associated with their role. Logged in business users are able to change their password.
Access restriction testing frequency
At least every 6 months
Management access authentication
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
User-defined
Access to supplier activity audit information
Users have access to real-time 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
No
ISO 28000:2007 certification
No
CSA STAR certification
No
PCI certification
No
Other security certifications
Yes
Any other security certifications
Cyber Essentials

Security governance

Named board-level person responsible for service security
Yes
Security governance certified
No
Security governance approach
Clarity has gained extensive experience delivering high integrity information management solutions, which are used to store sensitive data, including records classified as SECRET, to numerous high-profile organisations throughout the UK public sector. Consequently, a robust approach to information governance and security management is fundamental to our business and our management structure, staff selection and personal development procedures reflect this core requirement.
In particular, we have established Security Operating Procedures (SYOPS) and most of our staff have undergone MOD, government and police security vetting procedures and have obtained clearance to work on confidential systems.
Information security policies and processes
Clarity has established Security Operating Procedures (SYOPS) that define acceptable forms of use that apply to Clarity personnel whenever they access live customer environments.

SYOPS apply to all personnel who access live environments. While these procedures clearly apply to staff that provide routine support and maintenance services, they are equally applicable to any individuals who are required to access live environments for any reason.

The Operations Director is responsible for authorising individuals before they can access a live environment and for defining the permissible form/s of access and the purpose. The Operations Director maintains a register that identifies all such authorisations.

We utilise a systematic, risk-based approach to information security management, based on ISO 27001 requirements and guidelines. We identify system usage profiles and associated threats, vulnerabilities and risks. We also conduct impact assessments and assign security classifications in order to identify impact levels and risk tolerance, which influences the controls used to manage risks. Independent penetration testing is also used to increase information assurance.

Operational security

Configuration and change management standard
Supplier-defined controls
Configuration and change management approach
Software configuration management procedures are used to identify and control the use of software items, thus enabling traceability and replication. Configuration management is used to ensure all FastForm components can be combined in a consistent and repeatable manner. Our configuration management procedures include methods for:
- Unique identification and version control for all products and components.
- Receiving and acting on observations and for recording and controlling changes arising.
- Defining the means by which a product may be built or re-built.
- Controlling replication and distribution of products.
Vulnerability management type
Supplier-defined controls
Vulnerability management approach
We utilise a systematic, risk-based approach to information security management, based on ISO 27001 requirements and guidelines.
We identify system usage profiles and associated threats, vulnerabilities and risks. We also conduct impact assessments and assign security classifications in order to identify impact levels and risk tolerance, which influences the controls used to manage risks. Independent penetration testing is also used to increase information assurance.

Patch deployment speed depends on perceived threat levels, but we can deploy critical patches within 2 days.

Clarity subscribes to feeds from recognised security experts and government bodies, including Qualys and the National Cyber Security Centre.
Protective monitoring type
Supplier-defined controls
Protective monitoring approach
All users must be authenticated in order to access system functionality. This cannot be bypassed and any malicious attempts to access FastForm are recorded in the FastForm audit logs.

Should a security breach occur, Clarity shall follow ICO guidelines in order to:
Identify how the breach occurred
Take immediate steps to stop or minimise further data loss, destruction or unauthorised disclosure
Assess and record the risk
Notify affected individuals and any relevant regulator (ICO)
Establish what security measures were in place when the breach occurred
Assess whether technical or organisational measures could be implemented to prevent the breach happening again.
Incident management type
Supplier-defined controls
Incident management approach
Our Service Level Agreement defines an incident management process, which is enacted any time a Support Request is classified as an incident.
Users can report incidents by either phoning the Clarity Help Desk, emailing the Help Desk or raising a request through an online Support Portal.
Customers are initially advised on the progression and resolution of incidents through phone calls and emails. Customer agreement that an incident has been resolved is always documented (typically by email). Incidents are reported formally through monthly management reports, which identify the cause, the effect and actions taken to resolve the incident and prevent recurrence.

Secure development

Approach to secure software development best practice
Supplier-defined process

Public sector networks

Connection to public sector networks
No

Pricing

Price
£56 a licence a month
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 bill.duke@clarity-ltd.co.uk. Tell them what format you need. It will help if you say what assistive technology you use.