Computacenter (UK) Ltd

Computacenter - Keytree - Room and Desk Booking SaaS

Matrix Booking is a room and resource booking system. Matrix Booking powers some of the largest cross-government organisations and hub systems in the UK. Rich functionality across web, mobile and Outlook enables flexible working for the public sector. Hubs allow public sector organisations to collaborate by sharing systems and estates.

Features

  • Room booking, hot desk, car park and resource booking
  • Multi-tenant and 'hub' functionality to allow secure resource sharing
  • Digital signage, kiosk apps with integrated sensors and space management
  • Highly accessible interfaces for screen readers and voice control
  • Workplace Collaboration Hubs functions for multi-tenant buildings
  • Visitor Management and Event Management functionality
  • Office 365 (0365), Outlook, Skype and Teams integrations
  • Catering, Equipment, Video Conference and Facilities Services bookings
  • Seamless Active Directory & Single Sign-on integration via Azure AD
  • Open API enabling integration to BMS, IWMS and Finance systems

Benefits

  • Enable users to book anytime, anywhere via secure apps
  • Check-in, check-out and book on a range of devices
  • Multi-tenant visitor management, self-service check-in and printing
  • Easily implement and manage hot desk and flexible working projects
  • Intuitive design provides reduced implementation & training costs
  • Enable flexible working with Workplace Collaboration Hubs
  • Integrate with 0365, Outlook, Skype and Microsoft Teams
  • Sharing estate resources securely with other organisations
  • Excellent user experience for users, administrators and visitors
  • Integrate with occupancy & environmental sensors with real time views

Pricing

£1.00 per unit per month

Service documents

Framework

G-Cloud 11

Service ID

6 6 5 0 6 8 0 8 6 2 5 3 9 3 7

Contact

Computacenter (UK) Ltd

Karen Baldock

+44 (0) 1707 631000

government@computacenter.com

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
Office 365 (O365) Skype For Business Microsoft Teams Active Directory Single Sign On Occupancy Sensor systems Finance Systems IWMS Human Resources Internet of Things (IoT) services
Cloud deployment model
Public cloud
Service constraints
No
System requirements
None

User support

Email or online ticketing support
Email or online ticketing
Support response times
The Keytree Global Service desk receives tickets via a dedicated service portal. The Service Desk & Delivery Support staff are ITIL v3 Foundation qualified. Keytree respond to tickets within the published SLAs which are : Priority 1 - 1 working hour Priority 2 - 4 working hours Priority 3 - 8 working hours
User can manage status and priority of support tickets
Yes
Online ticketing support accessibility
WCAG 2.1 AA or EN 301 549
Phone support
No
Web chat support
No
Onsite support
Yes, at extra cost
Support levels
Matrix Booking will work with customers to set up the support process during the implementation process. 1st Level support is provided by the customer help desk or service desk. Keytree provide 2nd and 3rd level support for the application. Client service desks have access to the Keytree Global Service Management desk via the support portal. A 24-hour emergency phone line is also available for Priority 1 issues. All standard support for Matrix Booking is included within the standard service subscription costs. Matrix Booking are happy to provide a service delivery manager for all Enterprise accounts
Support available to third parties
Yes

Onboarding and offboarding

Getting started
Matrix Booking are happy to provide both onsite and online training, depending on what the customer requires and will provide the customers with detailed, up to date 'user guides' for the general user training. The system is intuitive and user-friendly and so usually their simple user guide should be enough to train the majority of users. Matrix Booking will also provide a full implementation process, which will focus on the administrators on the system to ensure their system is set up as required and that they have had sufficient amount of training that they feel comfortable on the system. This can be carried out onsite or online.
Service documentation
Yes
Documentation formats
  • HTML
  • PDF
End-of-contract data extraction
Matrix Booking allows customers to export all their data to excel, including a list of al their historical and future resource bookings and users. The extract is simple to do and can be carried out by the customer administrators in the web application of Matrix Booking
End-of-contract process
Matrix Booking charges annually and up front, meaning that when a customer's subscription year comes to an end, the customer would simply choose not to renew their contract and would allow the customer time to extract their data and from their system before removing access to the service

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
All administration features are available via the desktop service but not from the mobile device.
Service interface
Yes
Description of service interface
Matrix Booking allows users to access the core service from other interfaces via the Matrix Open API. This supports applications conforming to WCAG 2.1 AA
Accessibility standards
Accessibility standards
WCAG 2.1 AAA
Accessibility testing
Keytree have had the Matrix Service tested by specialist accessibility testing consultancies across the core interfaces and have also worked directly with public sector accessibility labs including the HMRC to test the service with industry standard screen readers and voice control tools. Keytree designers are trained to design user experiences and colour pallets to ensure WCAG 2.1 compliance.
API
Yes
What users can and can't do using the API
Matrix Booking's API is used for bespoke applications and developments, rather than for general usage. The API is open but is not published at this time. Keytree will work with organisations to grant access to and train on the interaction with the Matrix API.
API documentation
Yes
API documentation formats
PDF
API sandbox or test environment
Yes
Customisation available
Yes
Description of customisation
Content Management System Users can add text, images, links ad documents to the estate hierarchy to supply information about buildings, resources, local areas, fire and safety etc. This is full configurable and clients can self-serve the content. Digital Signage and Kiosk Branding and Content The signage and kiosk applications can be customised to include client branding, logos, images, colour palette and configuration of on screen functions Email Notification Branding & Content Matrix Booking allows customers to add brand images to the notifications from the system for internal email notifications and external email invites. All web interfaces will carry the clients logo where supplied and client administrators will be able to customise the content in their various modules

Scaling

Independence of resources
Access to Matrix Booking wouldn't be affected by the number of users accessing the system. As a software-as-a-system, based on SAP Cloud platform, Keytree are able to scale to demand. Furthermore the Matrix Booking platform performance is constantly monitored with alerts processes if any aspect of performance breaches the pre-set thresholds.

Analytics

Service usage metrics
Yes
Metrics types
Matrix Booking will provide customers with a variation of metrics, including resource utilisation, user activity and occupancy reports.
Reporting types
  • API access
  • Real-time dashboards
  • Regular reports

Resellers

Supplier type
Reseller (no extras)
Organisation whose services are being resold
Keytree

Staff security

Staff security clearance
Conforms to BS7858:2012
Government security clearance
Up to Security Clearance (SC)

Asset protection

Knowledge of data storage and processing locations
Yes
Data storage and processing locations
European Economic Area (EEA)
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
No
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
Users are able to export their data via the Matrix Booking web application. The system will allow users to export any data on historical or future bookings and any data on their users.
Data export formats
  • CSV
  • Other
Other data export formats
Microsoft Excel
Data import formats
CSV

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)
  • Other
Other protection within supplier network
Keytree's data is encrypted in transit and at rest.

Availability and resilience

Guaranteed availability
Matrix Booking will provide 99.5% availability in any subscription month. A subscription month will be considered to be a calendar month during which the client has had a full site subscription for the entirety of the month.
Approach to resilience
Matrix Booking operates on the SAP Cloud Platform, hosted in SAP’s security certified data centres. The data is stored in Germany with a backup stored in The Netherlands. The information security processes have been examined and Keytree hold a ISO27001 certification
Outage reporting
Matrix Booking will send out advance email notifications of any service outages to all customer administrators. Keytree will continue to send reminders before the outage and then send out further email notifications confirming the service has been restored.

Identity and authentication

User authentication needed
Yes
User authentication
  • Identity federation with existing provider (for example Google Apps)
  • Username or password
  • Other
Other user authentication
Direct link to identity provider via SAML2
Access restrictions in management interfaces and support channels
Matrix Booking has specific roles for the administrators, meaning that only admin users will be able to access the management interfaces of the service. The administrators are controlled within the Matrix Booking web interfaces. The support channel is a separate tool entirely from Matrix Booking and therefore are able to give access to the requested users.
Access restriction testing frequency
At least once a year
Management access authentication
  • 2-factor authentication
  • Identity federation with existing provider (for example Google Apps)

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

ISO/IEC 27001 certification
Yes
Who accredited the ISO/IEC 27001
QMS International
ISO/IEC 27001 accreditation date
06/12/2017
What the ISO/IEC 27001 doesn’t cover
Nothing.
ISO 28000:2007 certification
No
CSA STAR certification
No
PCI certification
No
Other security certifications
Yes
Any other security certifications
ISO 14001 : 2014

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
Matrix Booking follows ISO 270001, which outlines the processes and is used to continuously improve internal policies and processes. Keytree and Computacenter have strong IT Governance processes driven from the CTO through technical architects into all projects and products.

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
Matrix Booking makes regular updates and changes to the service, all of which go through in depth testing to ensure that there is no regression on the service. The components of the service are tracked through release notes and guides for users.
Vulnerability management type
Conforms to a recognised standard, for example CSA CCM v3.0 or SSAE-16 / ISAE 3402
Vulnerability management approach
Matrix Booking carries out regular penetration tests that can vary depending on features and functions available, but generally cover all elements ranging from scanning for open ports, cross scripting vulnerabilities through to post flood attacks, cookie data and server configuration. Any threats are prioritised in order on critical, high, medium and low. The top 3 levels will be resolved as a high priority with the low priorities being scheduled in for routine maintenance.
Protective monitoring type
Conforms to a recognised standard, for example CSA CCM v3.0 or SSAE-16 / ISAE 3402
Protective monitoring approach
Matrix Booking will use penetration testing to monitor a potential compromises to the service. Any vulnerabilities that are found are prioritised in order on critical, high, medium and low. The top 3 levels will be resolved as a high priority with the low priorities being scheduled in for routine maintenance
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
Matrix Booking allow users to provide P2, P3, & P4 incidents via the support desk. For P1 incidents, Matrix Booking has a 24/7 phone number available to call for full system outages. If a P1 incident occurs then when the issue is fixed and the service is restored, Matrix Booking will update all customer administrators of the times the service was lost and restored and the reason behind it. For any planned outages, the relevant communications will be carried out.

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
£1.00 per unit per month
Discount for educational organisations
No
Free trial available
Yes
Description of free trial
1 month free trial of the web and mobile applications.
Link to free trial
http://www.matrixbooking.com/free-trial/

Service documents

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