NPS Empty Properties Review Service
To provide Local Authorities with an accurate and cost effective means of identifying and removing error from their empty properties database.
Features
- Extensive risk-based data matching/analysis using multiple data sources.
- Risk categorisation and prioritisation using customisable filters.
- Production and mailing of citizen review letters.
- Digital capture of citizen responses.
- Citizen response validation.
- Optional (FoC) enquiry handling, property inspections and system updates.
- Flexible outcome based reporting throughout review cycle.
Benefits
- Timely and accurate validation of your empty property account database.
- Targeted investigation of high risk cases, reducing customer contact.
- No need to divert, recruit or train resources.
- Payment on results risk and reward commercial model.
- Increased database accuracy.
- Increased New Homes Bonus funding.
- Fully auditable results and outcome based management information.
Pricing
£129 a unit
Service documents
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Framework
G-Cloud 10
Service ID
7 2 2 7 1 0 2 2 1 5 1 6 1 6 5
Contact
NEC SOFTWARE SOLUTIONS UK LIMITED
NEC Frameworks Team
Telephone: 07852 936231
Email: frameworks@necsws.com
Service scope
- Software add-on or extension
- No
- Cloud deployment model
- Private cloud
- Service constraints
-
We will provide at least 24 hours advance notice of any planned maintenance and schedule the work outside of normal business hours.
If emergency maintenance is required we will perform this work during standard business hours. - System requirements
- Users must have internet access.
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
-
Service is available 24x7, except for planned and emergency maintenance. Support response is available 09:00 and 17:30 each Business Day. NPS SaaS typically achieves 99.5% availability.
A Client Services Manager will be allocated to manage the on-going relationship. Cloud support engineers are allocated as appropriate to resolve technical issues.
The NPS SaaS Administrator can log a call 24x7 online. Upon receiving a Support Request, but within 4 working hours during Normal Business Hours, the call will be prioritised:
P1 (Critical): service unavailable to Authorised Users.
P2 (Medium): important business function unavailable for Authorised Users.
P3 (Low): important business function affecting proportion of Authorised Users
P4: advice, or problems affecting 1 or 2 Authorised Users
The Service Desk will contact the NPS SaaS Administrator to try and resolve issues. Where this is not possible, the issue will be escalated to a technical team.
NPS will use reasonable commercial endeavours to provide identification and resolution, obviation and/or mitigation of operational bugs or errors reported by the client in NPS SaaS in accordance with the following estimated target timescales:
P1 - 4 working hours.
P2- 12 working hours.
P3 - 24 working hours.
P4 - 72 working hours. - Support available to third parties
- No
Onboarding and offboarding
- Getting started
-
Following order placement the onboarding process will typically include:
• Assignment of a Contract Manager to review your Service Schedule, establish key contacts and agree project reporting format, content and frequency.
• Confirmation of review timescales to be adopted for each stage of the review.
• Production and sign-off of operational project delivery plan.
• Production of review documentation, including review letters.
• Testing and acceptance of secure transfer of your caseload database to our delivery team. - Service documentation
- Yes
- Documentation formats
-
- Other
- Other documentation formats
-
- Excel
- Word
- End-of-contract data extraction
- Data will be extracted and transferred in a secure, mutually agreed format.
- End-of-contract process
- All data will be securely transferred and/or destroyed from our storage devices.
Using the service
- Web browser interface
- No
- Application to install
- No
- Designed for use on mobile devices
- No
- Accessibility standards
- WCAG 2.0 A
- Accessibility testing
- While we are aware clients use NPS SaaS with various assistive technologies, NPS does not specifically test against or recommend any particular technology.
- API
- No
- Customisation available
- Yes
- Description of customisation
-
Service parameters and filters can be customised to meet user requirements.
Service documentation can be customised by user.
Website content can be customised by user.
Scaling
- Independence of resources
- Each user has their own instance of the service.
Analytics
- Service usage metrics
- Yes
- Metrics types
- We provide management information on service usage and outcomes.
- Reporting types
-
- Regular reports
- Reports on request
Resellers
- Supplier type
- Not a reseller
Staff security
- Staff security clearance
- Other security clearance
- 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
- 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 export approach
- Data exports will be completed via pre-defined reporting functionality.
- Data export formats
- CSV
- Data import formats
- CSV
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
- Guaranteed availability
-
The service is available 24x7, except for planned and emergency maintenance, with support response available between 09:00 and 17:30 each Business Day.
NPS SaaS is typically provided at 99.5% availability. - Approach to resilience
- Backups are carried out each day and media is removed from site to a secure facility. In the event of a failure in the primary data centre, the system will be recovered in the secondary site within 24 hours.
- Outage reporting
- Outages will be treated as a Major Incident (MI) 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
- 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
-
- 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
- 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
- ISO/IEC 27001 certification
- Yes
- Who accredited the ISO/IEC 27001
- BSI
- ISO/IEC 27001 accreditation date
- A recent assessment was carried out 11/04/2018. Certification to be issued in June.
- 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
- 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
- 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 has 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
- Approach to secure software development best practice
- Conforms to a recognised standard, but self-assessed
Public sector networks
- Connection to public sector networks
- Yes
- Connected networks
- Public Services Network (PSN)
Pricing
- Price
- £129 a unit
- 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 frameworks@necsws.com.
Tell them what format you need. It will help if you say what assistive technology you use.