Skedulo

Workforce Management

Skedulo is a powerful scheduling software that allows you to schedule jobs and appointments, assign employees based on skills or job requirements, automatically dispatch mobile employees to new jobs by the best route, capture real-time data from the field, and eliminate manual scheduling systems.

Features

  • Single platform to plan and manage mobile workers' effort
  • Dispatch and update via SMS or push notifications
  • Visual workforce management with a clean and intuitive UI
  • Location tracking, routing and mapping
  • Real time data capture and reporting
  • Off-line mode supported for remote employees
  • “First come, first assigned” scheduling capability
  • An open API to integrate into any system of record
  • Mobile application for Android and IOS
  • Pre-built integration into ServiceNow and Salesforce

Benefits

  • Dynamically dispatch jobs and shifts to field staff mobile devices
  • Manage availability of all mobile employees, contractors and volunteers
  • Rostering based on attributes specific to employees and customers.
  • Capture proof of service delivery, pictures, videos, creation and notes.
  • Understand productivity: plan for capacity, utilisation, distribution, travel and more.
  • Empower field staff with the ability to manage their availability.
  • Managers can automatically optimize, assign, and allocate workers
  • Rostering. Offer shifts based on employee or contractor availability.

Pricing

£23 to £38 per person per month

  • Education pricing available
  • Free trial available

Service documents

Framework

G-Cloud 11

Service ID

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

Contact

Skedulo

Jason Stokes

020 3884 1043

jstokes@skedulo.com

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
ServiceNow and Salesforce.com
Cloud deployment model
  • Public cloud
  • Private cloud
Service constraints
None.
System requirements
  • A PC or Apple computer with a browser
  • Smart-phone (either IOS or Android)

User support

Email or online ticketing support
Email or online ticketing
Support response times
30mins to 4hrs, depending on the support options chosen.
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
24 hours, 7 days a week
Web chat support
No
Onsite support
Yes, at extra cost
Support levels
We provide 3 levels of client support - Silver, Gold and Platium.

Silver is included in each license. Gold and Platinum are at a premium, and tailored to suit each project (with a fee between 20% and 30% of license cost). Our Customer Success team is extremely strong and we take pride as a business in delivering high quality service from a team that is knowledgeable and responsive.

In any client engagement, we provide a dedicated technical account manager (or client success manager), as well as your day to day contact for the UK.
Support available to third parties
Yes

Onboarding and offboarding

Getting started
Skedulo provide a number of options for new users to our service. In any client engagement, we appoint a Customer Success Manager who will tailor an 'onboarding' and on-going engagement programme for the client and each type of user. We provide options for an onsite 'kick-off', onsite training, as well as a detailed programme of online tutorials.

https://support.skedulo.com is a dedicated training and support portal for Skedulo customers, and provides a knowledge base, training guide, and an opportunity for customers to interact directly with the Support and Engineering teams.

As an example of onboarding new users to Skedulo, we provide https://new.skedulo.com/onboarding.
This contains:
1. Logging into the Skedulo Web App
2. Glossary
3. Onboarding Wizard
4. Quick-start 1: How to Set Up Resources
5. Quick-start 2: Creating Jobs
6. Quick-start 3: Dispatching Jobs
Service documentation
Yes
Documentation formats
  • HTML
  • PDF
End-of-contract data extraction
Skedulo is a workforce management solution that is integrated into any system of record. We offer pre-built integration into Salesforce and ServiceNow, and offer an open API to integrate into other systems that manage Finance, HR or Operations. In each instance, the client data resides int these systems of record. Skedulo 'calls out' this data to help manage field operations - such as employee or customer data, but ultimately the record resides in whatever database each client uses. In terms of exporting Skedulo data that relates to field operations, such as jobs done, time taken, effort undertaken etc, Skedulo provides a number of data export reporting options, such as .csv, JSON or MSFT Excel.
End-of-contract process
Skedulo is offered as 'software as a service', in that the license agreement operates under a subscription. Any contract includes product licences, product updates an maintenance, a Customer Success Manager, as well as a baseline level of support. In any project roll-out and go-live, we work closely with our clients to ensure a successful project. Following 'go-live', we do offer several premium support options if required.

At the end of Contract, access to Skedulo is terimated and any required historical data downloaded in the form of a report.

Using the service

Web browser interface
Yes
Supported browsers
  • Chrome
  • Safari 9+
Application to install
Yes
Compatible operating systems
  • Android
  • IOS
  • MacOS
  • Windows
Designed for use on mobile devices
Yes
Differences between the mobile and desktop service
The mobile application is an extension of the desktop application, in that it is targeted at Users in the field. The Desktop application is designed for relevant team members that manage the creation of jobs or work, and in how this is categorized according to skills sets and capability. The desktop aplications has a logic-based engine that disseminates this work to mobile workers, who access the relevant information via a mobile application.
Service interface
Yes
Description of service interface
Dedicated Support portal with knowledge base and issue lodging facility.
Accessibility standards
WCAG 2.1 AAA
Accessibility testing
We have worked extensively with the Royal Blind Society of Australia in providing assistive technology for the visually impaired.
API
Yes
What users can and can't do using the API
The Skedulo API is called "Lens". Lens offers a technical framework to connect our platform or its components to any system of record or proprietary apps.

With the Lens framework of APIs and SDKs, you can integrate Skedulo into any system of record so thjat your data flows quickly across users and systems. Schedulers and mobile teams get the benefits of our intuitive web and mobile applications that makes their jobs easier, all while keeping vital employee and customer data connected to the rest of your business.

The Lens API enables you to quickly build your own apps specifically for your customers e.g. to book their own appointments, get SMS notification, and track arrival time.
API documentation
Yes
API documentation formats
  • Open API (also known as Swagger)
  • Other
API sandbox or test environment
Yes
Customisation available
Yes
Description of customisation
The Skeudulo desktop and mobile application allow a high-degree of configuration to suit each customer organisation's unique requirements, in terms of:

- reflecting business workflows
- unique skills sets and job types
- custom forms and workflow for different job types
- look and feel to reflect organisational branding

Scaling

Independence of resources
The Skedulo desktop application resides on the AWS cloud, and therefore benefits from the associated availability and scaleabiliuty that this provides. Skedulo currently manages some 5million on-time appointments for our clients globally, and we leverage AWS's CPU and GPU servers on-demand for Skedulo.

For the Skedulo mobile application, this resides on each device. More specifically, this provides for fully-featured offline support for the mobile worker. This allows the employee to update data, take photos, collect signatures and even fill out forms or customer-specific data whilst offline.

Analytics

Service usage metrics
Yes
Metrics types
The very nature of Skeulo provides for detailed analysis of service usage, in that it tracks the productivity of your field-based or mobile teams. We capture travel time, on-job productivity, client response, as well as resource utilisation (for people and relevant assets).
Reporting types
  • API access
  • Real-time dashboards
  • Regular reports
  • Reports on request

Resellers

Supplier type
Not a reseller

Staff security

Staff security clearance
Other security clearance
Government security clearance
Up to Developed Vetting (DV)

Asset protection

Knowledge of data storage and processing locations
Yes
Data storage and processing locations
EU-US Privacy Shield agreement locations
User control over data storage and processing locations
Yes
Datacentre security standards
Managed by a third party
Penetration testing frequency
At least every 6 months
Penetration testing approach
In-house
Protecting data at rest
  • Physical access control, complying with another standard
  • Encryption of all physical media
  • Scale, obfuscating techniques, or data storage sharding
Data sanitisation process
No
Equipment disposal approach
In-house destruction process

Data importing and exporting

Data export approach
Skedulo can provide custom dashboards and bespoke reports as part of any engagement. The dashboards provide a dynamic operational view on what is happening with field-based operations. For reporting, we help to construct relevant reports for each client that captures the metrics relevant to them and their organisational productivity. Alternatively, Skeudulo data can be captured in whatever the 'system of record' is, and leverage the reporting capability that resides there.

Data export options include .CSV, JSON and Excel.
Data export formats
  • CSV
  • Other
Other data export formats
  • JSON
  • EXCEL
Data import formats
  • CSV
  • Other
Other data import formats
  • JSON
  • Salesforce
  • Servicenow

Data-in-transit protection

Data protection between buyer and supplier networks
Private network or public sector network
Data protection within supplier network
  • TLS (version 1.2 or above)
  • IPsec or TLS VPN gateway

Availability and resilience

Guaranteed availability
99.9%, which allows for 8 hours and 45 minutes of unplanned downtime per year.

Our performance in 2017 showed our uptime, or availability, was at 99.98%.
Approach to resilience
Skedulo deploys a container management service that constantly monitors the health of each of our services. If at anytime one of these services is not operational, our container management service starts a new instance of the service. When the new service is ready to process incoming requests, the non operational service is shut down. We also manage a Disaster Recovery plan that allows us to spin up our application in a completely new data centre with minimal downtime.
Outage reporting
We alert our users via 'Skedulo Status', at http://skedulo.statuspage.io/

This provides real-time and historical data on system performance. We proactively notify users of downtime, who can subscribe to incident notifications via email, SMS, and webhook. Users can opt-in to receive the alerts.

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
We provide role-based access to users within Skedulo, which is usually pre-determined by the system of record (such as the HR or CRM system).

For Support channels, the Skedulo Customer Success Manager will identify the appropriate key points of contacts.

For online support and access to the Knowledge Base and Release Notes, this is available to all users.
Access restriction testing frequency
At least once a year
Management access authentication
2-factor authentication

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 have access to real-time audit information
How long supplier audit data is stored for
User-defined
How long system logs are stored for
User-defined

Standards and certifications

ISO/IEC 27001 certification
No
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
No
Security governance approach
Skedulo implements and maintain information security practices, technology, and procedural controls to identify and protect the confidentiality, integrity and availability of information assets it owns or controls. Skedulo will prohibit unauthorized use, disclosure, access, duplication, modification, diversion, destruction, loss, misuse, or theft of information. Information is protected whether transmitted, stored electronically, printed, or written from threats, whether internal or external in origin, accidental, or deliberate.
Skedulo will protect third party information entrusted to Skedulo in confidence as if it were Skedulo’s. All actual or suspected security breaches or compromises of the confidentiality or integrity of data or assets are investigated.
Information security policies and processes
Skedulo has documented a specific security policy covering the following key areas:
Access Control, Authentication, and Audit Logging
Business Continuity
Configuration and Change Management
Data Classification
Data Retention and Disposal
Email and Messaging
Encryption and Key Management
HIPAA Privacy
Human Resources Information Security
Incident Response
Mobile Device Security
Network & Remote Access
Privacy and Security Training
Secure Information Handling
Secure Software Development
Risk Management
Technology Acceptable Use
Vendor Management
Vulnerability Management

This can broken down further into the following plans:
1. Business Continuity Plan
2. Incident Response Plan
3. Privacy and Security Training Plan

In terms of our reporting and how we ensure policies are followed:
Security policies are documented and regularly reviewed. We keep a revision history of previous policy documents. All relevant employees receive security training and the training is recorded.
We define the following specific roles:
Security Officer
Privacy Officer
Incident Response Team Leader
Incident Response (Legal)
Incident Response (PR)
Incident Response (Management)
Ops Team Leader
Primary reporting is through the Security Officer who may choose to escalate to the Incident Response team. Reporting requirements through to management are clearly defined

Operational security

Configuration and change management standard
Supplier-defined controls
Configuration and change management approach
The components of our services are stored in a secure Git version control system for their lifetime. We securely version control all configurations necessary to run individual services and provision those systems.

Every code change is peer reviewed to ensure quality and secure coding practices are adhered to. We follow the OWASP security guidelines for development and code review. We use static analysis tools to identify vulnerabilities. We use scanning tools for images and deployed web applications.
Vulnerability management type
Undisclosed
Vulnerability management approach
Threats are assessed during architecture and code review and throughout the lifecycle of application development. We also review threats and vulnerabilities using scanning tools, and we commission third party audits of our systems.
We deploy patches to our services within one business day. Information on potential threats is sourced via server monitoring software that produces alerts for potential threats as they occur. In addition, we deploy scanning software that looks for known vulnerabilities and is regularly updated.
Protective monitoring type
Undisclosed
Protective monitoring approach
Compromises are detected for by monitoring for anomalies, using proactive scanning tools, and planned, and ad hoc audits. If we find a potential compromise, all actual or suspected security breaches or compromises of the confidentiality, integrity, or availability of Skedulo information or assets will be reported to the Skedulo Security Officer for investigation. An incident response team will investigate the response and record it in our security reporting system. An information response policy is defined with specific playbooks for different types of indicidents.Our SLA is 4 business hours in responding to incidents.
Incident management type
Undisclosed
Incident management approach
We have predefined Incident playbooks for the following categories of incidents:
1. server breaches or major outages; and
2. personal information data breaches
Users can report incidents through our support portal at https://support.skedulo.com.
All workforce members and contractors are required to report privacy and security events or incidents immediately. Employees and contractors should report any suspicious computing event, any policy violation, security weakness, or human resources event to the Skedulo Security Officer. Never, under any circumstances, will they attempt to deal with a security or privacy incident, policy violation, or any other incident without following the incident handling process.

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
No

Pricing

Price
£23 to £38 per person per month
Discount for educational organisations
Yes
Free trial available
Yes
Description of free trial
We can establish a trial environment of Skedulo and provide a sandbox for technical teams to configure Skedulo to reflect business processes. Typically this can run for 2 to 4 weeks.

Service documents

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