Looking Local Limited

ScanStation

ScanStation is an Android app enabling customers to self-scan documents to support a range of government services; housing benefit, CTR, bus passes, blue badges etc. A combined software and furniture solution, ScanStation ensures quality images every time, can integrate with any back-end system and is a simple, accessible customer-focused solution.

Features

  • Dual Android app and secure furniture solution
  • Enhanced camera functionality ensures quality images every time
  • All files are delivered with corresponding metadata
  • Integrated with Anite GIM - can integrate with other solutions
  • Enables UPRN (NLPG Unique Property Reference Number) real-time look-up
  • Complies with data protection/information security regulations
  • Ability to generate PDFs from individual image files
  • Uses the latest tablets to ensure longest shelf life
  • App can be deployed anywhere there is wifi
  • No personal data/images are saved on the device

Benefits

  • Reduces face to face contact / enables self-service
  • Supports all services that require scanned supporting documents
  • Shortens the end-to-end application timeframe
  • Per scan saving of £3.66 (council customer service centre model)
  • ROI calculator available to show savings potential
  • Year on year savings
  • Simple, non-technical, accessible app on known technology
  • PDF generation from individual image files eases handling multi-page proofs
  • Potential for 80% of supporting documents to be self-scanned
  • Enables advocates/family/friends to progress claims on applicants behalf

Pricing

£10,000 to £40,000 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 guy.giles@lookinglocal.gov.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 7 0 2 1 0 9 4 9 4 2 5 8 9 3

Contact

Looking Local Limited Guy Giles
Telephone: 0845 434 8540
Email: guy.giles@lookinglocal.gov.uk

Service scope

Software add-on or extension
No
Cloud deployment model
  • Public cloud
  • Private cloud
Service constraints
Support does not extend to the hardware that is procured by the customer nor their consumed web services that the app calls on to operate.
System requirements
Device lockdown software is required for the tablet

User support

Email or online ticketing support
No
Phone support
Yes
Phone support availability
9 to 5 (UK time), Monday to Friday
Web chat support
No
Onsite support
No
Support levels
As part of our commitment to provide first class support, our proposals include the provision of “1st Line Support” throughout the life of the solution. This will be a call centre number that customers can ring 24/7/365 to report issues that pertain specifically to the performance of the app only. Detailed response times would be covered in our SLA although they are generally between 2 business hours and 24hrs depending on the severity of the issue, and recovery times of 4-8 business hours - again depending on the severity or the issue. The costs for this support are included in the licence costs. Each deployment comes with a dedicated technical manager to handle support requests, identify the issue and update stakeholders on progress in a timely fashion. Customised, higher levels of support are available on request and costed based on needs.
Support available to third parties
No

Onboarding and offboarding

Getting started
End users are expected to use the service unassisted. Customers are provided with user documentation
Service documentation
Yes
Documentation formats
  • ODF
  • PDF
  • Other
Other documentation formats
Google Docs
End-of-contract data extraction
No data is kept on the system
End-of-contract process
Licence includes the use of the app across unlimited devices. Additional costs are incurred if the process flow of the app is altered in any way.

Using the service

Web browser interface
Yes
Supported browsers
  • Internet Explorer 11
  • Microsoft Edge
  • Firefox
  • Chrome
  • Safari 9+
  • Opera
Application to install
Yes
Compatible operating systems
Android
Designed for use on mobile devices
Yes
Differences between the mobile and desktop service
It is an Android tablet-only experience
Service interface
Yes
Description of service interface
The user-facing service is a dedicated Android app accessed via a compatible device (i.e. tablet) using an intuitive, accessible user interface.

Management information (i.e. reporting) and QR code management is available to customers via a browser using an intuitive, accessible user interface.
Accessibility standards
WCAG 2.1 AA or EN 301 549
Accessibility testing
Not applicable in this instance
API
No
Customisation available
Yes
Description of customisation
Branding and wording can be customised as part of the initial licence on behalf of the customer. Process flow customisation is also available and charged at our standard day rate.
There are no user customisable areas of the solution

Scaling

Independence of resources
The app runs on a single device. The maximum amount of users at any given time is 1

Analytics

Service usage metrics
Yes
Metrics types
Service metrics are available to customers via a dedicated management console. This covers real-time reporting on scan submissions and pages scanned (by date/service area/evidence type/location), device information, session data, popular service areas and evidence types
Reporting types
Real-time dashboards

Resellers

Supplier type
Not a reseller

Staff security

Staff security clearance
Staff screening not performed
Government security clearance
None

Asset protection

Knowledge of data storage and processing locations
No
Datacentre security standards
Supplier-defined controls
Penetration testing frequency
Never
Protecting data at rest
Other
Other data at rest protection approach
At rest there is no data
Data sanitisation process
No
Equipment disposal approach
A third-party destruction service

Data importing and exporting

Data export approach
No data is held on the service
Data export formats
Other
Other data export formats
No data is held on the service
Data import formats
Other
Other data import formats
No data is imported to the service

Data-in-transit protection

Data protection between buyer and supplier networks
Other
Other protection between networks
Device resides on buyer's network.
Data protection within supplier network
Other
Other protection within supplier network
N/A. Data does not reside on our network.

Availability and resilience

Guaranteed availability
Not applicable in this case by virtue of the app running on customer devices
Approach to resilience
Not applicable in this case by virtue of the app running on customer devices
Outage reporting
Not applicable in this case by virtue of the app running on customer devices

Identity and authentication

User authentication needed
No
Access restrictions in management interfaces and support channels
Not applicable in this case
Access restriction testing frequency
Never
Management access authentication
  • 2-factor authentication
  • Username or password
  • Other
Description of management access authentication
IP restriction

Audit information for users

Access to user activity audit information
No audit information available
Access to supplier activity audit information
No audit information available
How long system logs are stored for
Less than 1 month

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
No
Security governance certified
No
Security governance approach
Not applicable in this case by virtue of the app running on customer devices
Information security policies and processes
Not applicable in this case by virtue of the app running on customer devices

Operational security

Configuration and change management standard
Supplier-defined controls
Configuration and change management approach
We use a change management tracking service called Jira to ensure that any configuration or change management requests are accurately documented, prioritised and carried out in a timely fashion. We use version control to decide whether the change constitutes as step change in the fabric of the solution and carry out regular penetration testing if the change presents a potential security issue.
Vulnerability management type
Undisclosed
Vulnerability management approach
We are members of a number of accredited bodies, including the Cyber Security Information Sharing Partnership (CiSP), that share information on new or emerging security issues. Any potential threats presented are assessed for severity either by our CTO or by a third party CHECK or CREST accredited body and acted upon accordingly.
Protective monitoring type
Undisclosed
Protective monitoring approach
This question does not apply in this case
Incident management type
Undisclosed
Incident management approach
Customers can report incidents via our 24 hour telephone support helpdesk, via our incident reporting software or via email to the Technical Support Manager. Most incidents do fit a common type and have appropriate processes in place to deal with them. Non-common incidents are dealt with on an adhoc basis and followed up with an incident report to the stakeholders depending on the severity

Secure development

Approach to secure software development best practice
Supplier-defined process

Public sector networks

Connection to public sector networks
No

Pricing

Price
£10,000 to £40,000 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 guy.giles@lookinglocal.gov.uk. Tell them what format you need. It will help if you say what assistive technology you use.