Equiniti ICS Ltd

PeritoCase Case Management System

Equiniti's case management solution Perito, allows government organisations to efficiently receive, record, and resolve cases in line with legislative requirements. We are a trusted provider of case management solutions - our case management software handles over 4.5 million cases per annum.

Features

• Customisable case management solution
• Compliant with industry regulations
• Fully enabled workflow module
• Document management integration
• Powerful search and retrieval mechanism
• A linked audit database with details of all updates
• Able to integrate with industry authentication methods

Benefits

• Flexibility to support ongoing business change
• Trusted provider of case management solutions in the public sector
• Easy integration with a variety of software products and systems
• Collaborative delivery approach to enable client self sufficiency
• Vendor agnostic and vendor selectable options
• ISO 27001 and information security certified solutions
• ISO quality standards assured service

£25 a user a month

Service documents

• Pricing document

  PDF

• Skills Framework for the Information Age rate card

  PDF

• Service definition document

  PDF

• Terms and conditions

  PDF

• Modern Slavery statement

  PDF

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 G-Cloud@equiniti.com. Tell them what format you need. It will help if you say what assistive technology you use.

Framework

G-Cloud 12

Service ID

710673300926736

Contact

Julie McMenemy
028 9694 6058
G-Cloud@equiniti.com

Service scope

• Software add-on or extension: No
• Cloud deployment model:
  • Public cloud
  • Private cloud
  • Community cloud
  • Hybrid cloud
• Service constraints: No Constraints Identified
• System requirements:
  • https://products.office.com/en-gb/office-system-requirements
  • Memory - 2-GB RAM
  • Display - Super VGA with resolution 1024 x 768
  • Windows 10 - Internet Explorer 11, Microsoft Edge
  • Windows 8.1 - Internet Explorer 11
  • Windows 8 - Internet Explorer 10
  • Windows 7 - Internet Explorer 10, Internet Explorer 12

User support

• Email or online ticketing support: Email or online ticketing
• Support response times: Equiniti’s service levels for incident response and restoration, are defined by Priority Level (P1 – P4) for time taken to provide an automated response (Acknowledge), in-person response (Respond) and Fix / Restore. Standard response times are : P1 – Critical Acknowledge - 30 minutes Response - 1 Hour Target Resolve - 4 Hours P2 – High Acknowledge - 1 Hour Response - 4 Hours Target Resolve - 8 Hours P3 – Medium and P4 – Low response times, are agreed per contract. The response times are applicable during 09:00 – 17:00, Monday to Friday and excludes public holidays and weekends.
• 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: No
• Onsite support: Yes, at extra cost
• Support levels: Equiniti’s service levels for incident response and restoration, are defined by Priority Level (P1 – P4) for time taken to provide an automated response (Acknowledge), in-person response (Respond) and Fix / Restore.; ; Equiniti’s standard response times are as follows:; ; P1 – Critical ; Acknowledge - 30 minutes Response - 1 Hour; Target Resolve - 4 Hours; ; P2 – High; Acknowledge - 1 Hour Response - 4 Hours; Target Resolve - 8 Hours; ; P3 – Medium and P4 – Low response times, are agreed per contract.; ; The above response times are applicable during 09:00 – 17:00, Monday to Friday and excludes public holidays and weekends.; ; We provide a single contact point for all problems including advice on all aspects of the solution.
• Support available to third parties: No

Onboarding and offboarding

• Getting started: Equiniti works closely with the customer to produce an implementation plan which incorporates: • Timescales and resource requirements • System configuration including user setup and organisation specific static data and content • System verification • User training on the system • Project management and governance • Communication to users and stakeholders We provide the necessary expertise and guidance to ensure a smooth implementation and go-live, and subsequently to provide ongoing system support and service management
• Service documentation: Yes
• Documentation formats:
  • HTML
  • PDF
• End-of-contract data extraction: We provide data in standard file formats. Users can also extract their data using the reporting tools provided with the product.
• End-of-contract process: Equiniti places great emphasis on ensuring continuity of services for our customers. With an exit strategy in hand at the outset of the relationship, our customer’s needs will be incorporated into the contract, ensuring minimum business and customer disruption in the event that the relationship is completed. The exit strategy will be reviewed annually, or when significant change occurs.; There are several considerations to be made when developing an exit plan. This includes, but is not limited to:; • Continuing Service Requirements; • Data Security and Privacy; • Knowledge and Documentation Transfer; • Costs; • People

Using the service

• Web browser interface: Yes
• Supported browsers:
  • Internet Explorer 7
  • Internet Explorer 8
  • 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: Responsive design to automatically fit to screen size for smaller mobile devices.
• Service interface: No
• API: No
• Customisation available: Yes
• Description of customisation: Equiniti also provide highly professional, experienced and certified resources to carry out customisations on the clients behalf and to client specification.

Scaling

• Independence of resources: Server CPU, Memory and network activities are continually monitored. System administrators will be alerted if a threshold is breached allowing the appropriate action to be taken

Analytics

• Service usage metrics: Yes
• Metrics types: You can easily see how people in your business are using portals. For example, you can identify who is using a service a lot and reaching quotas.; ; Reports are available for the last 7 days, 30 days, 90 days, and 180 days. The reports become available within 48 hours. ; ; Equiniti also provides dashboards and reporting aligned to particular solution requirements. Typically these show case or call run rate, response times, status, process stages and root cause analysis as well as any Business Intelligence or Management Intelligence information required.
• Reporting types:
  • Real-time dashboards
  • Regular reports

Resellers

• Supplier type: Not a reseller

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:
  • United Kingdom
  • European Economic Area (EEA)
  • EU-US Privacy Shield agreement locations
• 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 once a year
• 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 CSA CCM v3.0
  • Physical access control, complying with SSAE-16 / ISAE 3402
  • Encryption of all physical media
  • Other
• Other data at rest protection approach: For data at rest, Office 365 deploys BitLocker with AES 256-bit encryption on servers that hold all messaging data, including email and IM conversations, as well as content stored in SharePoint Online and OneDrive for Business. BitLocker volume encryption addresses the threats of data theft or exposure from lost, stolen, or inappropriately decommissioned computers and disks.; In some scenarios, we use file-level encryption. For example, the files and presentations uploaded by meeting participants are encrypted by using AES encryption.
• Data sanitisation process: Yes
• Data sanitisation type: 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 export approach: You own your data and retain all rights, title, and interest in the data you store.; ; You can download a copy of all of your data at any time and for any reason.
• Data export formats:
  • CSV
  • ODF
  • Other
• Other data export formats:
  • .TXT
  • .XML
  • .XLSX
• Data import formats:
  • CSV
  • ODF
  • Other
• Other data import formats:
  • .TXT
  • .XML
  • .XLSX
  • EMail
  • Contacts
  • Documents
  • Calendar items

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: For data in transit, all customer-facing servers negotiate a secure session by using TLS/SSL with client machines to secure the customer data.
• Data protection within supplier network:
  • TLS (version 1.2 or above)
  • IPsec or TLS VPN gateway

Availability and resilience

• Guaranteed availability: Availability guaranteed at 99.9% through contractual agreement.; ; SLA's are provided on a monthly uptime calculation. ; ; Standard Equiniti support and maintenance agreements provide guaranteed acknowledgement or resolution of issues within the agreed service level. Standard system availability target of the service is 99.99%.
• Approach to resilience: Equiniti is ISO 27001 accredited and has comprehensive business continuity and disaster recovery plans. Facilities include 2 data centres, 1 production and 1 DR. SAN performs real time replication of data between sites. Hyper-V Clusters are implemented with a minimum of 4 nodes per cluster. Further information available on request
• Outage reporting: Via the service status portal.; Email Alerts.

Identity and authentication

• User authentication needed: Yes
• User authentication:
  • Public key authentication (including by TLS client certificate)
  • Identity federation with existing provider (for example Google Apps)
  • Username or password
  • Other
• Other user authentication: Users with cloud identities are authenticated using traditional challenge/response. The web browser is redirected to the Portal sign-in service, where you type the user name and password for your work or school account. The sign-in service authenticates your credentials and generates a service token, which the web browser posts to the requested service and logs you in.; ; Users with federated identities are authenticated using Active Directory Federation Services (AD FS) 2.0 or other Security Token Services. The service determines that you are part of a federated domain and offers to redirect you to the on-premises Federation Server for authentication.
• Access restrictions in management interfaces and support channels: The software comes with a set of administrator roles that you can assign to users in your organisation. Each admin role maps to common business functions, and gives those people permissions to do specific tasks.
• Access restriction testing frequency: At least once a year
• Management access authentication:
  • Public key authentication (including by TLS client certificate)
  • Identity federation with existing provider (for example Google Apps)
  • Dedicated link (for example VPN)
  • Username or password

Audit information for users

• Access to user activity audit information: Users have access to real-time audit information
• How long user audit data is stored for: Between 6 months and 12 months
• Access to supplier activity audit information: Users receive audit information on a regular basis
• How long supplier audit data is stored for: Between 6 months and 12 months
• How long system logs are stored for: Between 6 months and 12 months

Standards and certifications

• ISO/IEC 27001 certification: Yes
• Who accredited the ISO/IEC 27001: SGS United Kingdom Limited
• ISO/IEC 27001 accreditation date: 12/02/2020
• What the ISO/IEC 27001 doesn’t cover: Statement of Applicability is available upon request.
• ISO 28000:2007 certification: No
• CSA STAR certification: No
• PCI certification: No
• Other security certifications: No

Security governance

• Named board-level person responsible for service security: Yes
• Security governance certified: Yes
• Security governance standards:
  • ISO/IEC 27001
  • Other
• Other security governance standards: FISMA/FedRamp, EU Model Clauses, HIPAA/HITECH, ISB 1596, ISO 27018, SASE16 SOC1 & SOC 2.
• Information security policies and processes: Equiniti Group Information Security Policy All staff are mandated to complete policy compliance training annually

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: Once logged via Equiniti Service Desk and routed to the appropriate support team:; • The proposed change is processed, tracked and managed via the Equiniti Service Desk, facilitating management reporting on overall change status ; • The proposed change is assessed for impact to the business and process requirements inc. solution design and architecture, infrastructure, security, and resource personas; • Approval or rejection of a change is formally given and recorded and all interested parties notified; • The change is progressed effectively, in a timely and controlled manner; • Configurable items associated with the change are maintained
• Vulnerability management type: Conforms to a recognised standard, for example CSA CCM v3.0 or SSAE-16 / ISAE 3402
• Vulnerability management approach: The data centres are accredited to ISO / IEC 27001:2013 standard. Regular assessment of threats are carried out through ITHC, risk assessments, user event tracking. System Centre 2012 is used for operating system patch deployment. All patches are approved and then deployed using automated and scheduled processes. Vulnerabilities to the service are reviewed and patches are applied in accordance with the vendor’s best practices. Information concerning potential threats is sourced from Microsoft, HP Equipment, Government, and Security blogs
• Protective monitoring type: Conforms to a recognised standard, for example CSA CCM v3.0 or SSAE-16 / ISAE 3402
• Protective monitoring approach: A SIEM product is used to collate and analyse log files as part of their audit policies. Server logs, SQL Audit Logs, WAF logs and firewall logs are sent to the SIEM Server which is configured to alert and report as required. Reports are generated using GPG13 guides. Potential compromised are reported to the IT Security Management team who will assess the incident and issue guidance on the next action.
• 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: Equiniti has a defined approached to major IT incident management which may be escalated to the Crisis Management Team, which includes incident management and incident communication. This is invoked and owned by Equiniti IT Service management overseen by Equiniti senior management. Interfaces with Information security incident and all Equiniti support teams.

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: Yes
• Connected networks:
  • Public Services Network (PSN)
  • NHS Network (N3)

Pricing

• Price: £25 a user a month
• Discount for educational organisations: No
• Free trial available: No

Service documents

• Pricing document

  PDF

• Skills Framework for the Information Age rate card

  PDF

• Service definition document

  PDF

• Terms and conditions

  PDF

• Modern Slavery statement

  PDF

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 G-Cloud@equiniti.com. Tell them what format you need. It will help if you say what assistive technology you use.