Firmstep Ltd

Firmstep Forms including Self and Dash

Forms is used by over 170 UK Councils and many Public services allowing organisations to fully digitise services with intelligent transactional eforms optimised for mobile. Workflow, integrations and connections for payments included.
Self and Dash provides secure single sign-on portals to deliver first class Customer Experience and together drive savings

Features

  • Manages customer interaction centrally and connects up citizens accounts
  • Mobile optimised transactional self-service portal
  • Agents can serve customers via telephone, face-to-face and reception
  • Dashboard for managing inbound email and Tweets
  • Face-to-face and reception queuing capability
  • Back-office task dashboard, workflow, case management
  • Full market leading intelligent forms and workflow designer
  • Platform is always current; updates provided free, including major releases
  • Data can be stored locally if preferred
  • Supports flexible, partnership and multi-agency working and DR topologies

Benefits

  • Single solution for all access channels, including driving channel shift
  • Developed specifically for delivering better services to the public
  • Great looking, responsive and easy to configure
  • Clients are empowered to build and share intelligent forms/workflow
  • Easy-to-use graphical interfaces remove the need to code
  • Helps rationalise software to reduce costs and simplify service delivery
  • Self-unlocks other portals/systems and data for the customer to view-online
  • Share best practice with 150+public sector organisations
  • Powerful integrations solution included at no extra cost
  • The same great services via any channel 24/7

Pricing

£8500 per licence per year

Service documents

G-Cloud 10

660170453403833

Firmstep Ltd

Steve Needham

0845 467 2971

enquiries@firmstep.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 Service, Offline Forms, MyAccount, SSO, Queuing, Web chat, Shared Digital Workspace, Firmstep CMS, Booking, Business portal, Members portal, MyServices, MyService e-2-e applications
Cloud deployment model Public cloud
Service constraints None
System requirements
  • VM / server provision for LIM and FAM Modules
  • DB Provision of data collected
  • 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 Best endeavours outside of working hours
User can manage status and priority of support tickets Yes
Online ticketing support accessibility WCAG 2.0 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 in the license
All customers enjoy the same excellent level of support
Each customer has a dedicated Account Manager and full assess to support services, as well as:

• Regular product conferences
• Annual User conferences
• Product videos
• Facilitating of sharing and networking across the users.
• Engagement with our Benefits Realisation Framework program
Support available to third parties Yes

Onboarding and offboarding

Onboarding and offboarding
Getting started Firmstep deliver our projects in a managed way, depending on the scope and customer requirements. Typically we provide project management, help to adopt our environments, onsite workshop training, floor walking, development and technical consultant call off services
Service documentation Yes
Documentation formats HTML
End-of-contract data extraction Data is normally provided automatically every night anyway.
If this is not the case the customer can request the data as a one off on a specific date at no cost.

The format is SQL.
End-of-contract process The contract will end at the point the the license expires, unless a renewal is agreed.

The license includes, the purchased software / modules / apps
The hosting arrangements, all product updates and standard support arrangements.

Using the service

Using the service
Web browser interface Yes
Supported browsers
  • Internet Explorer 8
  • Internet Explorer 9
  • 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 The solution is fully mobile responsive out of the box
Accessibility standards WCAG 2.0 AA or EN 301 549
Accessibility testing We routinely test against these standards using a combination of technical tools. We also assist clients in testing with the end-customer (citizen)
API Yes
What users can and can't do using the API APIs are open and standard. These are available and documented on request.

Typically, the type of integration falls under these categories, which are all supported:
· API directly (direct or via web-service wrapper)
· Central data deposit (tactical database)
· Out-of-the-box integrations
· Integration to 3rd party middleware
· SSO to present other portals within Self

Furthermore, commonly used Firmstep APIs include:
·       Render Control Web Service
·       Start Thread API
·       Fill Task API
·       Form Data API
·       Telephony Integrations
·       Consuming 3rd party systems
·       LLPG Data
·       Bookings API
·       API Broker
API documentation Yes
API documentation formats
  • HTML
  • PDF
API sandbox or test environment Yes
Customisation available Yes
Description of customisation The Firmstep platform is locally configurable through intuitive administration GUIs, via restricted access permissions.
No coding is required, but we do support local plugins of RAW HTML, Java etc for clients to deliver custom aspects if needed.

Scaling

Scaling
Independence of resources The solution is hosted on AWS Elastic Computing (EC2) services, which ensures the platform can dynamically scale with demand. AWS EC2 reduces the time required to obtain and boot new server instances to minutes, allowing us to quickly scale capacity, both up and down, as our requirements change. This is essential for Firmstep which is a wide scale multi-tenanted platform, currently handling over 1million transactions per month.

Analytics

Analytics
Service usage metrics Yes
Metrics types Firmstep provide
- Full data extract (SQL) provided overnight
- Access to Google Analytics - web reports
- Service product performance reports (HTLM with CSV download)
- Native in Forms product reporting
- Customer Network - data for benchmarking with the community
Reporting types
  • API access
  • Real-time dashboards
  • Regular reports
  • Reports on request

Resellers

Resellers
Supplier type Not a reseller

Staff security

Staff security
Staff security clearance Conforms to BS7858:2012
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
  • European Economic Area (EEA)
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 every 6 months
Penetration testing approach ‘IT Health Check’ performed by a Tigerscheme qualified provider or a CREST-approved service provider
Protecting data at rest Physical access control, complying with SSAE-16 / ISAE 3402
Data sanitisation process Yes
Data sanitisation type
  • Explicit overwriting of storage before reallocation
  • 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 Via the secure LIM module
Data export formats
  • CSV
  • Other
Other data export formats
  • SQL
  • JSON
  • XML
Data import formats
  • CSV
  • Other
Other data import formats
  • SQL
  • PDF
  • XML
  • JSON

Data-in-transit protection

Data-in-transit protection
Data protection between buyer and supplier networks
  • TLS (version 1.2 or above)
  • Legacy SSL and TLS (under version 1.2)
  • Other
Other protection between networks Custom AES-256 encryption
Data protection within supplier network
  • TLS (version 1.2 or above)
  • Legacy SSL and TLS (under version 1.2)
  • Other
Other protection within supplier network Security at network infrastructure level

Availability and resilience

Availability and resilience
Guaranteed availability Availability guaranteed at 99.95%
Approach to resilience Available on request
Outage reporting Via our customer portal Forum, which users can subscribe to for alerts.

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 restricted by individual user accounts and role based access controls.

Access to management interfaces controlled via two factor authentication / access via SSH bastion host.
Access restriction testing frequency At least every 6 months
Management access authentication
  • 2-factor authentication
  • Public key authentication (including by TLS client certificate)
  • 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 You control when users can access audit information
How long user audit data is stored for Less than 1 month
Access to supplier activity audit information You control when users can access audit information
How long supplier audit data is stored for Less than 1 month
How long system logs are stored for User-defined

Standards and certifications

Standards and certifications
ISO/IEC 27001 certification Yes
Who accredited the ISO/IEC 27001 BSI
ISO/IEC 27001 accreditation date 21/03/2017
What the ISO/IEC 27001 doesn’t cover Available on request
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 ISO27001:2013

Operational security

Operational security
Configuration and change management standard Supplier-defined controls
Configuration and change management approach Available on Request
Vulnerability management type Supplier-defined controls
Vulnerability management approach Available on Request
Protective monitoring type Undisclosed
Protective monitoring approach Available on Request
Incident management type Supplier-defined controls
Incident management approach Inline with ISO27001:2013

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 £8500 per licence per year
Discount for educational organisations No
Free trial available No

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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