Northgate Public Services UK Limited

NPS CONNECT Duty Management Solution - SaaS

CONNECT Duty Management provides a complete tailored solution to the growing complexities of Human Resource Management.
The solution designed to aid the planning of resources, improve efficiency and reduce risk through incorporation of configuration to manage legislative compliance and employee welfare.

Features

  • Base: day-to-day maintenance, rosters, European Working Time Regulations, Leave/Overtime.
  • Duties: Manage resources, minimises cover risk, improves health and safety.
  • Time: Officer bookings, flexitime, shift visibility, generation of compensation.
  • Witness: Manage and Plan court appearances.
  • Interfaces: HR, Dutysheet, Chronicle, Command and Control, Payroll.
  • Web Service API: enable real-time integration.
  • Mobile: access day-to-day tasks via a mobile device.

Benefits

  • Working Time Regulations.
  • Overtime and Time in Lieu.
  • Police Regulations.
  • Core Hours.
  • Health and Safety.
  • Improved Officer Communications.

Pricing

£20.57 to £39.29 per person

Service documents

G-Cloud 11

721735948382067

Northgate Public Services UK Limited

Northgate Public Services Frameworks Team

08452 700353

frameworks@northgateps.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 Can be integrated as part of a wider ERP solution.
Cloud deployment model Public cloud
Service constraints Not applicable.
System requirements
  • IE 7, 8, 9 ,10 or 11 and Chrome.
  • Android 4.2 or greater.

User support

User support
Email or online ticketing support Email or online ticketing
Support response times Email : 1 hour target for logging.
Once logged regardless of source, response can be expected in line with response SLA target.
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 No
Onsite support Yes, at extra cost
Support levels Service is available 24x7, except for planned and emergency maintenance. Normal Support Hours are Monday-Friday 09:00-17:00 (eight hours) excluding bank holidays. A Client Services Manager will be allocated to manage the ongoing relationship. Support calls can be logged via online, telephone or email. Upon receiving a support call it will be prioritised as below:
• P1 (Critical), complete live system failure.
• P2 (High), some parts of the service are non-functional.
• P3 (Medium), system is available at the expense of some inconvenience.
• P4 (Low), unavailability of system administration functions.
• P5 (Service Request), advice and guidance.
The NPS Service Desk will attempt to resolve issues at first contact. Where not possible, the issue will be escalated to the appropriate technical team. NPS will use reasonable commercial endeavours to provide resolution, obviation and/or mitigation in relation to support calls logged by the client in accordance with following target timescales (response/resolution during Normal Support hours):
• P1 - 4 working hours / 24 working hours.
• P2 - 16 working hours / 56 working hours.
• P3 - 40 working hours / next patch or release.
• P4 - none / none.
• P5 - none / none.
Support available to third parties No

Onboarding and offboarding

Onboarding and offboarding
Getting started Within the implementation / consultancy period there are days set aside for training on the CARM Solution.
Service documentation Yes
Documentation formats
  • HTML
  • PDF
  • Other
Other documentation formats MS Word
End-of-contract data extraction Not applicable.
End-of-contract process Service is terminated and data is securely destroyed.

Using the service

Using the service
Web browser interface Yes
Supported browsers
  • Internet Explorer 10
  • Internet Explorer 11
  • Microsoft Edge
  • Firefox
  • Chrome
Application to install No
Designed for use on mobile devices Yes
Differences between the mobile and desktop service The mobile solution offers a subset of the desktop service. Specifically for Police officers in the field.
Accessibility standards None or don’t know
Description of accessibility The application is supported on all common web browsers and also complies with the HTML5 standard.
· Sufficient contrast between foreground and background.
· The easy identification of interactive elements.
· Alternative Text for Images.
· Responsive screen designs.
· Form elements with clearly associated labels.
· Touch based interfaces.
· Easily identifiable feedback.
· Iconography used in conjunction with text
Accessibility testing Not applicable
API Yes
What users can and can't do using the API The Web Service API allows users and third party vendors to dynamically retrieve information and subsequently present the information within a dashboard or MI reporting tool.
API documentation Yes
API documentation formats HTML
API sandbox or test environment Yes
Customisation available Yes
Description of customisation CONNECT Duty Management allows data extensibility through ‘all purpose’ fields across a large number of screens, for example Officer Position / Overtime / Duty Allocation / Duties / Activities / Ranks / Assignments. Screen labels and messages can be changed to reflect data being recorded. The rules engine allows working conditions to be modified to meet the exact requirement.

Scaling

Scaling
Independence of resources The service has been sized appropriately for the proposed number of users based on our experience of delivering this solution to our existing clients.

The service is a two tier architecture which comprises application and database layers. These are hosted on a highly scalable and virtualised infrastructure.

The result is the application tier can scale either out by adding more application servers and load balancing users across these servers, or by scaling up and increasing system capacity should the number of users increase.

The database tier can scale up at any time by increasing system resources to the database servers.

Analytics

Analytics
Service usage metrics No

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
User control over data storage and processing locations Yes
Datacentre security standards Supplier-defined controls
Penetration testing frequency At least once a year
Penetration testing approach ‘IT Health Check’ performed by a CHECK service provider
Protecting data at rest Physical access control, complying with another standard
Data sanitisation process Yes
Data sanitisation type Explicit overwriting of storage before reallocation
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 CONNECT Duty Management supports either one-way or two-way exchange of data with a range of other policing systems. The primary purpose being to remove the rekeying of data between systems and in some cases achieve near real time data distribution.
Data export formats
  • CSV
  • Other
Other data export formats
  • XML
  • PDF
  • Microsoft Excel
  • Microsoft Word
  • RTF
Data import formats
  • CSV
  • Other
Other data import formats XML

Data-in-transit protection

Data-in-transit protection
Data protection between buyer and supplier networks
  • Private network or public sector network
  • TLS (version 1.2 or above)
  • IPsec or TLS VPN gateway
  • Legacy SSL and TLS (under version 1.2)
  • Other
Other protection between networks Private MPLS circuits or equivalent.
Data protection within supplier network
  • TLS (version 1.2 or above)
  • IPsec or TLS VPN gateway
  • Legacy SSL and TLS (under version 1.2)

Availability and resilience

Availability and resilience
Guaranteed availability The service is available 365x24x7, except for planned and emergency maintenance, with support response available between 09:00 and 17:30 each Business Day. The Service is typically provided at 99.5% availability.
Approach to resilience NPS’ hosting platform is provisioned to be highly available, using virtual servers, redundant clustered hardware, database replication and SAN SnapMirror technology to ensure all data is protected and consistent across dual data centres. NPS has dual data centres in two separate geographical locations, so if one data centre is affected we can failover to our secondary data centre. In addition to SAN and database replication, we run a resilient backup service based HP Data Protector.
The solution includes de-duplication technology to normalise and minimise the amount of data transferred to tape. Multiple tape libraries are operated on a resilient segregated and secure VLAN. This provides backup / recovery flexibility, scalability, security and performance, supporting high levels of systems availability. HP Data Protector will be configured to complete daily incremental backups and full weekly backups of all hosted data.
Outage reporting Outages will be treated as a Major Incident and managed by the ISO20000-certified process. A named user will receive an email and SMS message notifying them of the status of the MI until resolution. The incident will also be logged on the Service Desk system where the status is also visible to the user.

Identity and authentication

Identity and authentication
User authentication needed Yes
User authentication
  • Limited access network (for example PSN)
  • Dedicated link (for example VPN)
  • Username or password
Access restrictions in management interfaces and support channels Separate networks are used for users, and for support and management purposes. These are logically separated using vlans and firewalls. All management and support staff have access via the management network and end users are excluded.
Access restriction testing frequency At least once a year
Management access authentication
  • Limited access network (for example PSN)
  • Dedicated link (for example VPN)
  • Username or password

Audit information for users

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 User-defined
Access to supplier activity audit information Users receive audit information on a regular basis
How long supplier audit data is stored for User-defined
How long system logs are stored for At least 12 months

Standards and certifications

Standards and certifications
ISO/IEC 27001 certification Yes
Who accredited the ISO/IEC 27001 BSI
ISO/IEC 27001 accreditation date 28/03/2018; valid until June 2021. Certificate IS 598449.
What the ISO/IEC 27001 doesn’t cover The NPS Information Security Management System (ISMS) is registered to ISO 27001 and therefore audited by BSI at least annually. All NPS staff are required to comply with the ISMS.
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 All of our services and processes are carried out in compliance with our ISO27001:2013 certified Information Security Management System (ISMS). The ISMS is supported by a comprehensive set of standards and policies. All staff undertake mandatory annual security and data protection awareness training to ensure they are familiar at all times of the importance of operating in a secure manner and of the policies in place.
The NPS Senior Information Risk Owner (SIRO) operates at board level and has overall responsibility and accountability for all aspect of security governance. The SIRO is supported by an Information Security Steering Group (ISSG) which is headed by the Security Manager and has representatives from all areas within the organisation. The ISSG is responsible for agreeing policies with the SIRO and ensuring they are implemented across the business.
An operational Security Working Group (SWG) is responsible for managing any incidents that may occur and in an advisory capacity to provide advice and guidance to the organisation.

Operational security

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 We have an ISO20000 certified service management system. The components of the service are created as Configuration Items and added to our Configuration Management Database when the Change Request has been completed. As part of the Change Management Process, when future Changes affect the components our CMDB is updated accordingly throughout the lifetime, up to and including decommissioning and disposal.
We hold a weekly Technical Change Advisory Board, which is attended by at least one member of the Security Team, who will assess any security implications.
Vulnerability management type Supplier-defined controls
Vulnerability management approach We have Symantec Endpoint Protection anti-virus software installed that assesses potential threats to our services. We deploy patches to our services in a timely manner. Critical security patches are applied as soon as possible, and all other patching is done on a quarterly cycle. Our Security Team have signed up to various security alert subscriptions, who alert us to potential threats that may affect our services.
Protective monitoring type Supplier-defined controls
Protective monitoring approach We use the protective monitoring tool LogRhythm to identify potential compromises. We have a team of Security Administrators who regularly review the audit logs and take relevant action.
When a potential compromise has been identified, it is reviewed by the Security Team and an investigation is carried out. This may result in a Major Incident or a Service Change being raised, and these are managed in accordance with the relevant process.
Speed of incident response is dependent on the severity, any critical incidents are prioritised and an emergency remedial plan will be put in place.
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 Incident Management is part of our ISO20000 certified Service Management system.
All incidents are handled within the same process. Users report incidents through the Service Desk, and a Security Incident document is then raised. This is reviewed by the Security Team and is managed in accordance with the Incident Management Process.
At regular times Incident Reports are provided to the user, and once the Incident is closed a full report is produced which is used to identify any lessons learnt.

Secure development

Secure development
Approach to secure software development best practice Conforms to a recognised standard, but self-assessed

Public sector networks

Public sector networks
Connection to public sector networks Yes
Connected networks Public Services Network (PSN)

Pricing

Pricing
Price £20.57 to £39.29 per person
Discount for educational organisations No
Free trial available No

Service documents

pdf document: Pricing document pdf document: Skills Framework for the Information Age rate card pdf document: Service definition document pdf document: Terms and conditions pdf document: Modern Slavery statement
Service documents
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