Northgate Public Services UK Limited

Jadu CXM (Customer Experience Management) by NPS

Spacecraft's Digital Customer Self-Service Platform is a web-based customer experience management solution for digital service delivery through real-time collaborative case management. It enables business users to own and manage digital service delivery. MyAccount, epayments and citizen portal features are provided with integration to common Line Of Business systems.

Features

  • Web timeline view of customer cases
  • Real-time messaging and case updates
  • Single view of customer record and history
  • Customer cases created from online forms by customers or CSAs
  • Non-technical workflow, rules and notifications configuration
  • Set up time-based rules and SLAs
  • Robust and configurable access model
  • Payment bridge with connectors for common Payment Service Providers
  • API-first service for easy integration
  • Mobile, device friendly and AA accessible interface

Benefits

  • No programming required - non-technical forms and service workflow design
  • Business users own and manage configuration and rules
  • Build and update services faster using a simple UI
  • Promotes channel shift and customer self-service
  • Manage cases on any device at any time
  • Focus your agents' time on higher value activities
  • Highly secure hosting and GDPR-compliant platform
  • Engage and inform customers through their MyAccount page
  • Take online payments as part of service workflow
  • Improve customer satisfaction through better communication and updating

Pricing

£50 per user per month

Service documents

Framework

G-Cloud 11

Service ID

6 4 8 4 4 4 6 1 6 6 1 1 7 1 1

Contact

Northgate Public Services UK Limited

Northgate Public Services Frameworks Team

08452 700353

frameworks@northgateps.com

Service scope

Software add-on or extension
No
Cloud deployment model
Private cloud
Service constraints
None.
System requirements
A modern web browser is required to access the service

User support

Email or online ticketing support
Email or online ticketing
Support response times
We provide a single level of support, which is built into the monthly subscription cost. This provides an online help desk and ticketing system available 24/7 with telephone support during business hours (8am-6pm, Monday to Friday, except English Bank Holidays). On-call engineers will respond to critical availability issues outside of standard business hours. Our support SLA is included in the terms of service document. Our help desk is staffed with dedicated support engineers, with sysadmins, software engineers and other technical experts becoming involved to resolve support issues as necessary.
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
Web chat
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
Web chat accessibility testing. Online support web chat is provided using our own Jadu CXM platform. The CXM user interface is regularly tested with NVDA and JAWs
Onsite support
Yes, at extra cost
Support levels
We provide a single level of support, which is built into the monthly subscription cost. This provides an online help desk and ticketing system available 24/7 with telephone support during business hours (8am-6pm, Monday to Friday, except English Bank Holidays). On-call engineers will respond to critical availability issues outside of standard business hours. Our support SLA is included in the terms of service document. Our help desk is staffed with dedicated support engineers, with sysadmins, software engineers and other technical experts becoming involved to resolve support issues as necessary
Support available to third parties
Yes

Onboarding and offboarding

Getting started
We provide training for administrators and optionally lead with the build of the first digital service at a cost.
Service documentation
Yes
Documentation formats
  • HTML
  • PDF
End-of-contract data extraction
Tools are provided to export data from within the application. Form structures can be exported as .tar files, user submitted data can be exported in CSV and XML format. Any other form data not accessible via the export tools provided in the application can be exported via database export. Users can extract all case data via csv export.
End-of-contract process
A service plan can be cancelled at any time. When you do this, your platform becomes unavailable and all public-facing forms are taken offline – no further usage or subscription charges will apply. You will have access to your platform for export purposes only, for a further 30 days, following which all content and data will be deleted permanently.

Using the service

Web browser interface
Yes
Supported browsers
  • Internet Explorer 9
  • 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 platform uses responsive web design to allow the same interfaces to adapt and be displayed on devices of different dimensions. This means that both desktop and mobile users can access the same features in the same place, giving a consistent experience across all a user's devices.
Service interface
Yes
Description of service interface
Our modern interfaces developed using the Pulsar user interface framework are tested using desktop screenreader software, and our text editor supports a variety of screenreaders including JAWS, VoiceOver, NonVisual Desktop Access (NVDA) and ChromeVox.
Accessibility standards
WCAG 2.1 AA or EN 301 549
Accessibility testing
Additional testing has been undertaken to confirm that animated backgrounds in the software do not trigger seizure in individuals with Photosensitive epilepsy.
API
Yes
What users can and can't do using the API
The Service API provides users with the ability to create and update service requests (cases), progress cases through the workflow and register and retrieve contact details. A developer API for the forms component enables integration through a number of extension points.
API documentation
Yes
API documentation formats
HTML
API sandbox or test environment
No
Customisation available
Yes
Description of customisation
For the digital concierge component of the platform branding options allow customers to upload their own logos and set a system-wide colour scheme. For the forms component skinning is possible through web template design.

Scaling

Independence of resources
Monitoring tools are used to measure usage of the application and where necessary additional resources can be added.

Analytics

Service usage metrics
Yes
Metrics types
Metrics types - monthly and daily reports for number of cases by case type for a user defined date range. Users can export all case data to csv to build reports not currently available in the reporting dashboard.
Reporting types
Real-time dashboards

Resellers

Supplier type
Reseller providing extra features and support
Organisation whose services are being resold
Jadu Limited

Staff security

Staff security clearance
Other security clearance
Government security clearance
Up to Security Clearance (SC)

Asset protection

Knowledge of data storage and processing locations
Yes
Data storage and processing locations
  • United Kingdom
  • European Economic Area (EEA)
User control over data storage and processing locations
No
Datacentre security standards
Managed by a third party
Penetration testing frequency
Less than once a year
Penetration testing approach
Another external penetration testing organisation
Protecting data at rest
Other
Other data at rest protection approach
Sensitive data is encrypted within the database. 'Sensitive data' includes: - Any data submitted by a member of the public, including their personal details - The personal details of internal users of the system - IP addresses - API access credentials
Data sanitisation process
Yes
Data sanitisation type
Explicit overwriting of storage before reallocation
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
Through the service application interface.
Data export formats
  • CSV
  • Other
Other data export formats
XML
Data import formats
  • CSV
  • Other
Other data import formats
Case workflows can be imported in JSON format

Data-in-transit protection

Data protection between buyer and supplier networks
  • TLS (version 1.2 or above)
  • IPsec or TLS VPN gateway
  • Legacy SSL and TLS (under version 1.2)
Data protection within supplier network
  • TLS (version 1.2 or above)
  • IPsec or TLS VPN gateway
  • Other
Other protection within supplier network
Traffic between various network tiers is restricted with the use of physical and local software firewall. Additionally where applicable TLS encryption (Version 1.2 or above) is utilised. Data exchange within various internal networks may use combination of IPSec VPNs, SSH, TLS or Encrypted RDP protocols.

Availability and resilience

Guaranteed availability
We guarantee 99.9% availability excluding planned maintenance. Our SLA is contained within our terms of service.
Approach to resilience
This information is available on request.
Outage reporting
Customers are notified by our support team in the event of an outage and we maintain a public status dashboard.

Identity and authentication

User authentication needed
Yes
User authentication
Username or password
Access restrictions in management interfaces and support channels
Users must create an account with their email address and a password with min 8 characters, at least 1 upper and lower case and one symbol.
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 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
Between 1 month and 6 months

Standards and certifications

ISO/IEC 27001 certification
Yes
Who accredited the ISO/IEC 27001
QMS International
ISO/IEC 27001 accreditation date
Accreditation date 7/11/16
What the ISO/IEC 27001 doesn’t cover
Hosting is covered by our infrastructure suppliers' ISO 27001 accreditation.
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
Yes
Security governance standards
ISO/IEC 27001
Information security policies and processes
We follow a security policy approved and externally audited as part of our ISO27001 accreditation. A copy of the policy is available upon request.

Operational security

Configuration and change management standard
Supplier-defined controls
Configuration and change management approach
All configuration changes must be submitted to a review process. An audit trail of configuration changes is retained. Configuration changes are applied by an automated, tested process, never manually to eliminate human error.
Vulnerability management type
Supplier-defined controls
Vulnerability management approach
Our sysadmin team members are subscribed to various vulnerability publishing lists e.g. cve.mitre.org. Any published and relevant vulnerabilities affecting the application stack are carefully reviewed. If a vulnerability is discovered that affects any of the stack components and a vendor patch is available Jadu will attempt to contact the customer to establish a suitable time for updating the affected software. If customer data or reputation is at risk and customer is unreachable within a reasonable time window we will apply the patch in emergency immediately.
Protective monitoring type
Supplier-defined controls
Protective monitoring approach
Jadu uses internal and external monitoring systems to monitor server health in real time.
Incident management type
Supplier-defined controls
Incident management approach
An incident will be reported via portal or telephone, or identified by our service desk team. The service desk team will analyse the incident and gather as much information as possible from log files, investigations etc and will at the same time make senior management aware of the incident and escalate appropriately in accordance with our defined escalation procedures Following an incident, a report will be compiled and shared with the customer and any further actions clearly identified. All incidents are reviewed by our security council quarterly and this process is subject to external audit via our ISO27001 accreditation.

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
£50 per user per month
Discount for educational organisations
No
Free trial available
No

Service documents

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