Gov-u is our secure managed user web portal enabling your users to securely access digital accounts, copies of their documents and correspond through an online forms system. Gov-u can be fully styled to match your brand, while two way linking to your existing website provides a seamless user experience.
- User management and verification
- Indexed Document Archive
- Adaptable Style
- Flexible forms system
- Managed user portal
- Reduced server load
- Reduced support and maintenence
- Improved user verification
- Detailed user reporting
£0.34 to £0.42 per unit
- Free trial available
dsi Billing Services
|Software add-on or extension||No|
|Cloud deployment model||Private cloud|
|Service constraints||Level of detail per user is limited by the detail available to our service through api / data upload from the council db backend.|
|Email or online ticketing support||Email or online ticketing|
|Support response times||Within 1 working day|
|User can manage status and priority of support tickets||Yes|
|Online ticketing support accessibility||WCAG 2.1 AA or EN 301 549|
|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), 7 days a week|
|Web chat support accessibility standard||WCAG 2.1 AA or EN 301 549|
|Web chat accessibility testing||None beyond testing with standard OS and browser tools|
|Onsite support||Yes, at extra cost|
Our software solutions have an inbuilt help facility that enables users to report any issues, or request further assistance via email.
Primary support is provided Monday to Friday between 8am and 5.30pm.
Out-of-hours support (including weekends) can be arranged to suit particular client needs, at an additional cost.
Our software is likely to be in use during core working hours, so out-of-hours support is not ordinarily required.
Where cloud services are being provided for use outside of core working hours, our support team provide 24x7 cover to maximise system availability/up-time.
User email support - Included within our standard service charge.
System Support - Included within our standard service charge.
Technical Account Manager
A Technical Account Manager will be provided to manage client support requirements and to monitor system up-time and performance. Web-chat functionality can be implemented to expedite resolution to more intricate user issues.
|Support available to third parties||Yes|
Onboarding and offboarding
|Getting started||We have guides for setup, administration and usage. We can provide a WebEx walk through and if requested can provide on site assistance.|
|End-of-contract data extraction||Either through the admin controls or by request to us.|
Prior to expiration of the contract period, we will initiate our end-of-contract process. This will be managed by the client Account Manager, and will be designed to ensure a risk-free cessation of services and transition to a new supplier (if appropriate).
End-of-contract process will cover:
Communication - a mechanism for communicating to end users likely to be impacted. This can be delivered via the software directly to users.
Transition Planning - a service transition plan will be agreed and documented.
In accordance with Data Protection requirements we will ensure that:
Data - all data will be deleted.
Digital Assets - all digital assets will be deleted.
Login Credentials - all login credentials will be deleted.
Software - all active software and existing system communication mechanisms will be deactivated.
Using the service
|Web browser interface||Yes|
|Application to install||No|
|Designed for use on mobile devices||Yes|
|Differences between the mobile and desktop service||Mobile devices may not be able to view documents inline and may instead need to download documents to view. This depends on the level of js/pdf support in the mobile device browser. Uploads may be restricted on some mobile browsers.|
|Accessibility standards||WCAG 2.1 AA or EN 301 549|
|Accessibility testing||None beyond testing with standard OS and browser tools|
|What users can and can't do using the API||The API can be used to get reports, to access documents for a headless document archive, service status, recent updates and forms processing. It does not cover the full range of what is available from the web interface.|
|API documentation formats||
|API sandbox or test environment||Yes|
|Description of customisation||
Users can customise the basic appearance, logos and colours.
Customisation is done through admin page and take effect upon save.
Customisation options are given only to the admin.
Full style sheet control can be arranged if needed.
|Independence of resources||Our service has been built with excess server capacity and bandwidth for the number of users. If user numbers and demand increase we can rapidly scale capacity and performance by rolling out additional servers. Due to the nature of the service the demand per user is predictable and limited. We monitor and log user numbers and demand over time. A new service instance is generated per customer.|
|Service usage metrics||Yes|
|Metrics types||The service includes usage details per user and per group, items printed, postage type, items per day.|
|Supplier type||Not a reseller|
|Staff security clearance||Conforms to BS7858:2012|
|Government security clearance||Up to Developed Vetting (DV)|
|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||Managed by a third party|
|Penetration testing frequency||At least once a year|
|Penetration testing approach||Another external penetration testing organisation|
|Protecting data at rest||
|Other data at rest protection approach||Encryption of data to AES-256 standard.|
|Data sanitisation process||Yes|
|Data sanitisation type||
|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||Customer user data can be exported by the admin from the admin controls.|
|Data export formats||
|Other data export formats||
|Data import formats||
|Other data import formats||
|Data protection between buyer and supplier networks||TLS (version 1.2 or above)|
|Data protection within supplier network||
|Other protection within supplier network||Data and documents are encrypted using AES-256. Documents are stored in non public facing areas on the servers and fetched and decrypted on demand only when requested via authorised and verified user.|
Availability and resilience
We will agree and document service levels specific to each client's requirements, to ensure that the service is aligned with their operational requirements.
Our service availability guarantee will be 99.5%
We take great care in monitoring our internal and external server network 24/7/365 to make sure that the up time guarantee is observed and that the end-user services are being delivered as smoothly as possible.
As part of our guaranteed availability, we will work with each client to identify and document any rebate system, should this become applicable.
|Approach to resilience||
We use dedicated servers for this service so there is no load balancing with other services.
The dedicated server host provides:
Multiple UK Sites for Disaster Recovery
N+1 Data Centres
4 Hours Fix contracts with every M&E supplier
24 x 7 Fuel supplies for onsite generators
Scheduled and regular maintenance on all M&E components
Multiple Tier 1 Network Carriers
No single point of failure between Data Centre sites. If link fails traffic automatically re-routed.
Scalable architecture including multiple redundant core switches and routers
Dual independent power feeds, backed up by dual battery string Uninterrupted Power Supplies (UPS) systems
|Outage reporting||We have a regular check which will send email alerts to us in case of any state changes, along with using visual ping to monitor every web page in the service. If the outage affects users emails will go out to cover type and estimated time to resolution.|
Identity and authentication
|User authentication needed||Yes|
|Access restrictions in management interfaces and support channels||Only specific users are given management access, checked on both login and ip. Additional keys are required for admin level settings.|
|Access restriction testing frequency||At least every 6 months|
|Management access authentication||
Audit information for users
|Access to user activity audit information||Users receive audit information on a regular basis|
|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||Between 6 months and 12 months|
Standards and certifications
|ISO/IEC 27001 certification||Yes|
|Who accredited the ISO/IEC 27001||Bsi|
|ISO/IEC 27001 accreditation date||Re-certification on 21/4/16|
|What the ISO/IEC 27001 doesn’t cover||No out of scope activities|
|ISO 28000:2007 certification||No|
|CSA STAR certification||Yes|
|CSA STAR accreditation date||21/05/2017|
|CSA STAR certification level||Level 1: CSA STAR Self-Assessment|
|What the CSA STAR doesn’t cover||None|
|Other security certifications||No|
|Named board-level person responsible for service security||Yes|
|Security governance certified||Yes|
|Security governance standards||ISO/IEC 27001|
|Information security policies and processes||We meet ISO:27001 standards, all checks and tests are documented and results stored. We have in place automated processes to ensure data is cleared after it's retention date along with monthly manual housekeeping checks. After use data is encrypted and archived for the retention term.|
|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||All components of the service have been developed within a change control system. Every change is documented and revertible for review and testing. All changes are reviewed before deployment and tested for security if thought to raise any security risks.|
|Vulnerability management type||Conforms to a recognised standard, for example CSA CCM v3.0 or SSAE-16 / ISAE 3402|
|Vulnerability management approach||
Threats are assessed on potential risk to service and data security.
Standard security patches are tested and deployed weekly. Any vulnerability actively affecting service would be patched within 24hrs.
We gather information by monitoring access, use and feedback to the service along with reports concerning components in use (os, db, web server, server side code components).
|Protective monitoring type||Supplier-defined controls|
|Protective monitoring approach||
We log and monitor all access to the service, highlighting unknown ip, invalid service use, or invalid api keys.
Proactive systems (fail2ban) maintain a firewall approach to catch early attacks. If security is found to be compromised we would respond immediately with the goal to remedy within 24hrs.
|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||Incidents are assessed on risk to service and user data security. users can report incidents through any of our methods of contact. All reported incidents are logged. Incidents cause and efforts to prevent going forwards will be documented in our change control system. Reports would be provided at request.|
|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||No|
|Price||£0.34 to £0.42 per unit|
|Discount for educational organisations||No|
|Free trial available||Yes|
|Description of free trial||Generic branded version, account setup, testing, proof of service. no time limit.|