dsi Billing Services

Gov-u

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.

Features

  • User management and verification
  • Indexed Document Archive
  • Adaptable Style
  • Flexible forms system

Benefits

  • Managed user portal
  • Reduced server load
  • Reduced support and maintenence
  • Improved user verification
  • Detailed user reporting

Pricing

£0.34 to £0.42 per unit

  • Free trial available

Service documents

Framework

G-Cloud 11

Service ID

7 3 1 5 3 6 5 8 3 6 4 3 3 7 9

Contact

dsi Billing Services

Graeme Nye

07807 628701

graemenye@dsigroup.com

Service scope

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.
System requirements
  • Internet connection
  • Modern web browser
  • Redirected DNS for the desired subdomian
  • User data from backend system.

User support

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
Yes
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
Support levels
Support Levels
Client/User Support
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.

System Support
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.

Support Costs
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.
Service documentation
Yes
Documentation formats
  • HTML
  • ODF
  • PDF
End-of-contract data extraction
Either through the admin controls or by request to us.
End-of-contract process
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
Supported browsers
  • Internet Explorer 9
  • Internet Explorer 10
  • Internet Explorer 11
  • Microsoft Edge
  • Firefox
  • Chrome
  • Safari 9+
  • Opera
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.
Service interface
Yes
Description of service interface
The service interface allows user management, data / report exports and style adjustment.
Accessibility standards
WCAG 2.1 AA or EN 301 549
Accessibility testing
None beyond testing with standard OS and browser tools
API
Yes
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
Yes
API documentation formats
  • HTML
  • ODF
  • PDF
API sandbox or test environment
Yes
Customisation available
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.

Scaling

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.

Analytics

Service usage metrics
Yes
Metrics types
The service includes usage details per user and per group, items printed, postage type, items per day.
Reporting types
  • API access
  • Regular reports
  • Reports on request

Resellers

Supplier type
Not a reseller

Staff security

Staff security clearance
Conforms to BS7858:2012
Government security clearance
Up to Developed Vetting (DV)

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
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
  • Physical access control, complying with CSA CCM v3.0
  • Other
Other data at rest protection approach
Encryption of data to AES-256 standard.
Data sanitisation process
Yes
Data sanitisation type
  • Explicit overwriting of storage before reallocation
  • 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
Customer user data can be exported by the admin from the admin controls.
Data export formats
  • CSV
  • Other
Other data export formats
  • XML
  • Pipe seperated files
Data import formats
  • CSV
  • Other
Other data import formats
  • XML
  • JSON
  • Pipe seperated files
  • Fixed width text

Data-in-transit protection

Data protection between buyer and supplier networks
TLS (version 1.2 or above)
Data protection within supplier network
  • TLS (version 1.2 or above)
  • Other
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

Guaranteed availability
We will agree and document service levels specific to each client's requirements, to ensure that the service is aligned with their operational requirements.

Availability

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
User authentication
  • 2-factor authentication
  • Public key authentication (including by TLS client certificate)
  • Identity federation with existing provider (for example Google Apps)
  • Username or password
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
  • 2-factor authentication
  • Public key authentication (including by TLS client certificate)
  • Username or password

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
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
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.

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
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.

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
No

Pricing

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.

Service documents

Return to top ↑