entitledto

Claim form

The claim form works alongside our benefits calculator to manage your residents' claims for Council Tax Support/Reduction and Housing Benefit for those who qualify. The claim form can populate your back-office systems and integrates with major document management systems for start to finish claims processing.

Features

  • Data stored and transferred securely
  • Responsive form only shows users relevant questions
  • Compatible with any back office and document management system
  • Supports Risk Based Verification

Benefits

  • Quick, simple and easy to use
  • Unrivalled benefits coverage with all means-tested benefits included
  • Up-to-date with the latest entitlement legislation and reforms
  • Matched to your branding giving a seamless user journey
  • Full reporting on benefits identified to support your cost-benefit analysis
  • Full access to management information and statistics
  • Customisable content allowing you to signpost users to further support
  • Choose from a range of contract options
  • Fully GDPR compliant, hosted and supported

Pricing

£10000 to £50000 per licence

Service documents

Framework

G-Cloud 11

Service ID

7 3 5 7 8 5 1 1 2 9 1 1 0 1 0

Contact

entitledto

Phil Agulnik

0161 980 1439

phil@entitledto.co.uk

Service scope

Software add-on or extension
No
Cloud deployment model
Private cloud
Service constraints
No
System requirements
  • Internet access
  • Internet enabled device

User support

Email or online ticketing support
Email or online ticketing
Support response times
Available during office hours (9am to 5pm BST between Monday to Friday but excluding public holidays) as follows: • Highest - target response time 2 hours, target resolution 4 hours • High - target response time 4 hours, target resolution 1 day • Medium - target response time 1 day, target resolution 2 days • Low - target response time 2 days, target resolution 10 days
User can manage status and priority of support tickets
No
Phone support
Yes
Phone support availability
9 to 5 (UK time), Monday to Friday
Web chat support
No
Onsite support
No
Support levels
Support hours are 9.00am to 5:00pm during office hours (excluding public holidays). If support is required outside of normal hours this can be arranged in advance. Support is included in all subscriptions at no extra cost.
Support available to third parties
No

Onboarding and offboarding

Getting started
Clients receive an on-boarding call as part of their subscription. The inclusive support service offered to clients includes user guides and a dedicated support site for clients containing full documentation.
Service documentation
Yes
Documentation formats
  • HTML
  • PDF
End-of-contract data extraction
Clients extract their data through the admin interface while using their administrator log in details. We can also export data as a .csv file if required.
End-of-contract process
Clients are required to notify entitledto in writing (either by email or by letter) with not less than three (3) Months’ notice that they would like to end their contract. Notifications are acknowledged and appropriate arrangements made to cancel the contract at the end of current licence year.

Using the service

Web browser interface
Yes
Supported browsers
  • Internet Explorer 8
  • 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
Products are responsive, to enhance UX experience according to the device used by the user.
Service interface
No
API
Yes
What users can and can't do using the API
The API can be used for integrating entitledto's software with other software solutions.
API documentation
Yes
API documentation formats
PDF
API sandbox or test environment
Yes
Customisation available
Yes
Description of customisation
The products are highly configurable and can be customised in terms of content and design. Clients log in using the admin interface to customise products, including amending text, setting budgeting categories and configuring results.

Scaling

Independence of resources
We monitor service loads to ensure CPU usage is low and service speeds are high. Additional servers are added as required to ensure there are always sufficient resources available for all clients.

Analytics

Service usage metrics
Yes
Metrics types
Products are supported with an admin area that contains usage and reporting functionality.
Reporting types
Real-time dashboards

Resellers

Supplier type
Not a reseller

Staff security

Staff security clearance
Staff screening not performed
Government security clearance
None

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 another standard
Data sanitisation process
Yes
Data sanitisation type
Deleted data can’t be directly accessed
Equipment disposal approach
In-house destruction process

Data importing and exporting

Data export approach
Clients export their data through the admin interface that supports the online tools. This interface is password protected and clients should use their administrator level log in details to gain entry.
Data export formats
  • CSV
  • Other
Other data export formats
Excel
Data import formats
  • CSV
  • Other
Other data import formats
Excel

Data-in-transit protection

Data protection between buyer and supplier networks
Other
Other protection between networks
In most instances there is no connection between the buyer's network and the entitledto network as the tools are freestanding. Where there is integration with another service we protect data using SSL and locked-down IP addresses.
Data protection within supplier network
Other
Other protection within supplier network
All our databases are co-located in one data centre.

Availability and resilience

Guaranteed availability
Service is available all year around, 24 hours per day. We have a record of 99.9% up-time.
Approach to resilience
Systems are hosted at Melbourne data centre in Manchester which has a range of failover, backup and disaster recovery mechanisms in place.
Outage reporting
Unscheduled downtime is extremely rare, but is reported within 24 hours to clients (by email) should there be any downtime.

Identity and authentication

User authentication needed
No
Access restrictions in management interfaces and support channels
Management interfaces and support channels are accessed via a log in. Each log in supplied is associated with a role (e.g. adviser, administrator etc.) which is then used to identify the data required for each user and each role. We ensure that the system defaults to providing only data required by the user (e.g. to calculations and budgets that they have created).
Access restriction testing frequency
At least once a year
Management access authentication
  • Public key authentication (including by TLS client certificate)
  • 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 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
We have an established framework that ensures our information security strategy meets applicable laws and regulations through adherence to policies and internal controls,
Information security policies and processes
We have an internal framework that ensures that leaders are accountable and where roles, responsibilities and segregation of duties are defined.
Staff are aware and trained and it is reviewed and audited.

Operational security

Configuration and change management standard
Supplier-defined controls
Configuration and change management approach
We have an on-going process of identifying and managing changes to deliverables and products. These are managed through a third party tracking system.
Vulnerability management type
Supplier-defined controls
Vulnerability management approach
A clearly defined cyclical practice exists where we identify, classify, remediate and mitigate vulnerabilities. This is managed through third party software.
Protective monitoring type
Supplier-defined controls
Protective monitoring approach
Third party software is used to detect and alert in relation to operational and security issues. Response times depend on the category of the issue:
• Highest - target response time 2 hours, target resolution 4 hours
• High - target response time 4 hours, target resolution 1 day
• Normal - target response time 1 day, target resolution 2 days
• Low - target response time 2 days, target resolution 10 days
Incident management type
Supplier-defined controls
Incident management approach
Third party software is used to track and manage incidents. Users report incidents through their preferred communication method or from within the support area of online tools.

Secure development

Approach to secure software development best practice
Supplier-defined process

Public sector networks

Connection to public sector networks
No

Pricing

Price
£10000 to £50000 per licence
Discount for educational organisations
No
Free trial available
No

Service documents

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