Firmstep MyServices

MyServices' are a catalogue of 100+ managed online services ready to be enabled. Designed to be easy to adopt, centrally managed, and can be configured to meet local requirements, including integrations.
MyServices Premium are comprehensive end to end applications which work in the same way.


  • Firmstep Managed Solutions
  • Ready to be tested and enabled in minutes
  • Mobile optimised transactional multi-channel services
  • Works seamlessly with the wider Firmstep Platform
  • Flexibility to update some configuration and content locally
  • Supports most integrations
  • Integration with local calendars for booking - available
  • Platform is always current; updates provided free, including major releases
  • Subscription provides free future catalogue entries
  • Supports flexible, partnership and multi-agency working


  • MyService premium: Report it
  • MyService premium: Contact us (Complaints, Compliments, Comments)
  • MyService premium: FOI
  • MyService premium: Bin Collections
  • MyService premium: DFG / Home Adaptations
  • MyService premium: Homelessness Eligibility
  • MyService premium: Homelessness Assessment
  • MyService premium: Blue Badge
  • MyServices catalogue includes 100+ free services


£3500 per licence

Service documents


G-Cloud 11

Service ID

6 9 4 5 8 6 9 0 3 3 7 1 2 5 7



Asim Ali

0845 467 2971

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 Forms, Service, Offline Forms, MyAccount, SSO, Queuing, Web chat, Shared Digital Workspace, Firmstep CMS, Calendar Integration, Business portal, Members portal, Kiosks, govDelivery
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 Please see the Firmstep License for Minimum Response time details
User can manage status and priority of support tickets Yes
Online ticketing support accessibility None or don’t know
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 A
Web chat accessibility testing Our support web chat has been provided by a 3rd party. The solution is WCAG 2.1 A compliant
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
• Regional 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 MyServices can be enabled in test and live environments easily for existing clients. New clients will require a 'platform' set-up.

We can offer services to help customers through UAT, handover and databased provision where needed.
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 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
Service interface Yes
Description of service interface GUI's for administration
Accessibility standards WCAG 2.1 AA or EN 301 549
Accessibility testing Tested with visually impaired users
AA standards upheld to work with web browser screen readers
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 MyServices is an out of the box template not designed to be bespoke

Customers do have a level of configuration - most of the MyServices allow you to integrate to data, LLPG, Payments, bookings and push notifications for example.

Various other non-code local configuration is available.


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.


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


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
  • 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


Price £3500 per licence
Discount for educational organisations No
Free trial available No

Service documents

Return to top ↑