GOSS Case It
'GOSS Case It' is a flexible and dynamic online toolkit enabling organisations to work in conjunction with GOSS to define, design and build an online Case Management solution specific to their business needs.
Features
- Highly configurable Local Government/Public Sector case management solution.
- Deliver team or departmental CRM-lite functions and services.
- Online My Account citizen portal: self-service and assisted-service.
- Could be used to deliver Freedom of Information (FOI) requests.
- Could be used for GDPR Subject Access Request (SAR) applications.
- Includes powerful forms and process engine to assist managing cases.
- Customise your online services to meet your specific business requirements.
- Delivers end-to-end online case management services.
- Includes standard Complaints, Compliments and Comments expansion.
- Optional integration and configuration services available.
Benefits
- Reduced operational costs via streamlined online service delivery.
- Efficient and automated correspondence management via central portal.
- Online portal supports remote/mobile workers to efficiently manage cases.
- Full audit trail provided.
- Customisation capability ensures your teams work effectively and efficiently.
- Cost effective entry into Digital Case Management.
- Flexible approach to usage/delivery: supports corporate rollout as required.
- Benefit from GOSS Transform Digital Transformation Team experience (optional).
- Flexible approach to usage/delivery: supports corporate rollout as required.
Pricing
£595 to £1,096 an instance a month
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 enquiries@gossinteractive.com.
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Framework
G-Cloud 10
Service ID
7 3 7 9 4 6 6 1 8 8 7 4 2 9 5
Contact
GOSS Interactive Ltd
Simon Smith
Telephone: +44 844 880 3637
Email: enquiries@gossinteractive.com
Service scope
- Software add-on or extension
- No
- Cloud deployment model
- Hybrid cloud
- Service constraints
- Planned maintenance will be agreed as required. Support available for GOSS-trained users. Java or .NET MVC website templates provided/supported.
- System requirements
-
- An appropriate browser such as:
- Internet Explorer 10+
- Microsoft Edge
- Firefox
- Chrome
User support
- Email or online ticketing support
- Email or online ticketing
- Support response times
- Support response will vary in line with the Software Service purchased and the incident severity/nature. Responses from 30 mins to 4 hours. UK-based Service Helpdesk open 8am to 6pm Monday to Friday excluding Bank holidays for emails, calls, webchat where applicable. Online ticketing available 24/7/365. Hosting Monitoring provided 24/7/365. Please refer to detailed support SLAs in the GOSS Service Definition document.
- User can manage status and priority of support tickets
- Yes
- Online ticketing support accessibility
- WCAG 2.0 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), Monday to Friday
- Web chat support accessibility standard
- None or don’t know
- How the web chat support is accessible
- N/A
- Web chat accessibility testing
- N/A
- Onsite support
- Yes, at extra cost
- Support levels
-
The GOSS Support provided within the GOSS Cloud Software Service fee includes:
- Service monitoring and maintenance by a team of dedicated Network Support Engineers, maintaining and supporting the hosting infrastructure 24/7/365.
- Application updates and patching as required by new software releases.
- Dependant upon the Software Service Level purchased, user support will be provided for GOSS-trained users by either (1) online 24/7/365 ticketing, (2) office hours webchat, (3) office hours email, (4) office hours Help Desk support, or a combination of these. Incidents are allocated a priority level appropriate to the incident/issue and responded to accordingly - please see GOSS Service Definition for further details. Where applicable, a dedicated Client Support Technician is allocated, however all Help Desk staff are trained to support all clients. An Account Manager is allocated to each GOSS client and will be in regular contact, ensuring ongoing customer satisfaction. Support upgrades and additional additional support and consultancy can be provided based on a day rate or Service increase if required. Please refer to the GOSS Pricing and Service Definition Documents. - Support available to third parties
- Yes
Onboarding and offboarding
- Getting started
- Project Management: A Project Manager and Account Manager are assigned, and will review any client requirements for specific configuration and support. A deployment plan is generated in agreement with the client which covers the deployment of the requested Cloud Service, together with any optional modules and known configuration requirements. The on-boarding deployment process commences, whilst the training consultation takes place to ensure the training programme meets the needs of the range of trainees. Customers are provided a selection of training dependent upon their specific needs, with certain training being mandatory. This can include online webinars, onsite training, offsite training. User documentation includes: online context sensitive help to a help website, training guides. Help site provided via Cloud Software Service and training guides when training provided. A range of Cloud Support services are available to support a variety of projects. See Service Definition for more details.
- Service documentation
- Yes
- Documentation formats
-
- HTML
- Other
- Other documentation formats
-
- Microsoft Word
- Microsoft PowerPoint
- End-of-contract data extraction
- As detailed in the GOSS Client Service Manual, the secure off-boarding data extract process will be agreed as part of the Client Exit Plan and agreed within the Client Call-Off Contract. GOSS will provide a data extract in a structured, commonly used and machine readable format. Once complete and after the agreed retention period, data will be destroyed in line with GOSS ISO 27001 information security policies.
- End-of-contract process
- The GOSS Exit Plan is deployed as per the initial Call-Off Agreement in line with GOSS ISO 27001 processes. The Leaver Checklist process actions are performed within the termination period and include: Data Extraction and Transfer, Financial Settlements, GOSS/Support Systems Access Disabled, GOSS Internal System Updates, Decommissioning of Servers, Supply Certificate of Destruction. Whether an exit occurs as a result of Contract Expiry or Termination, GOSS Interactive will ensure a continued service, as defined in the original contract, is maintained throughout the notice period, that relevant data is held, transferred, returned and destroyed securely, that knowledge and documentation transfer takes place as required, and that costs, timescales, governance and legal requirements are clear and transparent.
Using the service
- Web browser interface
- Yes
- Supported browsers
-
- Internet Explorer 10
- Internet Explorer 11
- Microsoft Edge
- Firefox
- Chrome
- Application to install
- No
- Designed for use on mobile devices
- Yes
- Differences between the mobile and desktop service
- The websites/portals managed using this software service are responsively designed so that content pages will automatically resize appropriate to the device accessing the page, be this a desktop, tablet or mobile device, enabling citizens to view sites as required.
- Accessibility standards
- WCAG 2.0 AA or EN 301 549
- Accessibility testing
-
For all site designs and themes, GOSS checks they are fully W3C compliant - from checking colour contrast to font sizes, we consider the user and their needs. Once the designs are complete, we have the ability here to run testing sessions with users of assistive technology, to check the usability of the designs. This would involve creating prototypes that allow the users to click through the designs to see which areas are working and showing alternative solutions (A/B tests), all before going to build.
GOSS ensures websites managed by the GOSS service are WCAG 2.0 AA compliant and verifies this using various accessibility validators and testers (such as Total Validator and Colour Contrast Analyser), to ensure compliance with the standard. As there are a huge number of commercially available assistive technologies on the market, it would be impossible to test all, so the approach taken is to ensure compliance with the international standard, that these assistive technologies will themselves support and be compliant with.
The GOSS G-Cloud Cloud Software Services include accessible site themes/portals tested to WCAG 2.0 AA, and GOSS clients are using a range of assistive technologies to gain access to the websites/intranets and portals. - API
- Yes
- What users can and can't do using the API
- Access to elements of the GOSS Case It Enabler Platform is possible using the platform’s API Server. The Server runs multiple Worker-Services, each of which has its own documented API. These services are called using JSON-RPC and have highly configurable security settings which combine internal/external flags, IP restrictions, API Keys and user defined access controls. Library content is available for use in forms using the iCMAPI Worker. The forms platform has access to the full range of Worker Services including the FormUtilities, Authentication, Email and Postcode Lookup APIs. The “GOSS Enable It” services and solutions delivered using elements of the SelfServe Platform can be queried, created and updated via dedicated APIs. These include the History Worker, which provides a flexible and extendable logging module for services, and the Workflow Worker Service, which provides the underlying technology for the GOSS Business Process Implementation.
- API documentation
- Yes
- API documentation formats
-
- HTML
- Other
- API sandbox or test environment
- Yes
- Customisation available
- Yes
- Description of customisation
- Customisations are performed using the various tools provided with the Cloud Software Service to support efficient customisation such as the drag and drop forms designer, and the process and workflow engine, and End Points (API server) creator which when combined, can create effective online end to end transactional services. Specific CRM-lite case forms and workflow processes can be created and configured which are then accessed via the citizen's MyAccount for customer self-service and assisted-service. Users with appropriate permission can edit the above features. Administrators can control which users and user groups can access and edit different parts of the Platform, based on granular access permission settings. Please see the service definition for more information on the example(s) included with the software service.
Scaling
- Independence of resources
- The GOSS Service is scaled to meet client transactional volumetric requirements and anticipated growth in line with the GOSS suggested fair usage policy as detailed in the Service Definition Document. If future volumes exceed usage within the current solution, the Service can be scaled-up to cope with additional demand as required by moving to the next appropriate service level as detailed within the pricing document. By using analysis tools, each individual server and service is carefully calibrated to achieve optimum efficiency and performance.
Analytics
- Service usage metrics
- Yes
- Metrics types
-
Monthly Availability performance reports shared with all Cloud clients. Performance dashboards can be deployed to share performance information: Active by stage, Active breaching SLA, Active approaching SLA,
Open/Closed over time period, Type by Stage over time period, By department over time, Breached SLA during time period,Volumes over time period, Closure reasons, Duration at each stage. - Reporting types
-
- API access
- Real-time dashboards
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
- Complies with a recognised standard (for example CSA CCM version 3.0)
- Penetration testing frequency
- At least once a year
- Penetration testing approach
- ‘IT Health Check’ performed by a Tigerscheme qualified provider or a CREST-approved 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
- HTML, XML, CSV, BPMN2.0
- Data export formats
-
- CSV
- Other
- Other data export formats
-
- HTML
- XML
- BPMN 2.0
- Data import formats
-
- CSV
- Other
- Other data import formats
-
- HTML, XML
- BPMN 2.0
Data-in-transit protection
- Data protection between buyer and supplier networks
-
- TLS (version 1.2 or above)
- Other
- Other protection between networks
- GOSS can work with individual clients to ascertain and meet protection needs, based on their individual security/service requirements. Please note additional GOSS Cloud Support fees may be applicable.
- Data protection within supplier network
-
- TLS (version 1.2 or above)
- Other
- Other protection within supplier network
- Data in transit within our hosting environment is protected using SSL/TLS where possible. Any data flows that cannot be protected using SSL/TLS will be segregated from other clients by using dedicated virtual networks per client and environment.
Availability and resilience
- Guaranteed availability
- 99.95% site/portal availability with 99.99% network availability. 24/7/365 hosting support. See GOSS Terms and Conditions for Service Credit schedule relating to Site/Network availability.
- Approach to resilience
-
The Data Centre has all standard resilience and security features in place, including independent power distribution paths, redundant uninterrupted power supplies, backup generators, automatic fire suppression, resilient air conditioning, environmental monitoring, swipe card access control, intruder alarm systems and CCTV. Access to our facility can only be gained under the supervision and with approval of a GOSS Hosted Services Engineer.
Due to the importance of high availability and resilience we also have the following in place:
• Redundant power supplies on all hardware connected to independent power and UPS circuits
• Redundant network connections for all inter connectivity between components
• Redundant disks and storage controls for all storage arrays
• Resilient, geographically diverse, internet connectivity from independent connectivity providers
• Internet edge intrusion prevention systems
• Offsite replication and secure storage of all backups
• Comprehensive disaster recovery plans for all services as part of our Business Continuity Plan
Each Client and environment is segregated into their own dedicated, private DMZ and backend service networks. Extensive access control lists and firewall services are in place to lock down access to specific services. All changes to security appliances are audited. - Outage reporting
-
GOSS Incident ticketing system is used. GOSS provides monthly reports confirming site availability. GOSS will provide access to the GOSS Online Support System to allow clients to check performance against support issue SLAs.
Our service report covers site availability and Priority 1 incident management information reported to our Support Service Desk. Other updates such as planned maintenance, upgrades, patches, User Voice, and security are summarised on the GOSS website through the GOSS Clientzone secure portal.
Identity and authentication
- User authentication needed
- Yes
- User authentication
-
- 2-factor authentication
- Identity federation with existing provider (for example Google Apps)
- Dedicated link (for example VPN)
- Username or password
- Other
- Other user authentication
- 2-factor authentication for site registration only. 3rd party (i.e. Google, social media etc) via GOSS Expansions. VPN expansion available. See Pricing/Service Definition for more details.
- Access restrictions in management interfaces and support channels
-
Management Interfaces are controlled by a powerful and granular user management system. System Administrator can configure a range of users with access to various parts of the Service as required.
Support is provided only to GOSS-trained staff as listed in the GOSS Support System. Support provide fixes only, any system config is subject to the GOSS ISO certified Change Control procedure which requires sign-off by system admin as defined in the GOSS Service Manual. - 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 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
- Yes
- Who accredited the ISO/IEC 27001
- Alcumus ISOQAR
- ISO/IEC 27001 accreditation date
- 27/7/16
- What the ISO/IEC 27001 doesn’t cover
- Nothing.
- ISO 28000:2007 certification
- No
- CSA STAR certification
- No
- PCI certification
- No
- Other security certifications
- Yes
- Any other security certifications
- Cyber Essentials Plus
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
- GOSS are certified in ISO 27001:2013 for Information Security Management and ISO 9001:2015 for Quality Management. All GOSS Staff are inducted and regularly trained in all relevant ISO Information Security Policies and processes as defined in the GOSS Information Security Manual. GOSS employs an ISO Manager who (reporting into the MD) is responsible for ensuring the ongoing training, deployment, enhancement of the company ISO policies and to ensure that all staff comply. Internal and external audits take place regularly to ensure ongoing compliance. The GOSS secure staff Intranet includes links to the GOSS Information Security Manual, information asset list, statement of applicability and other information. There is also secured access to additional information and processes such as the Disaster Recovery Plan/Business Continuity Plan. The Information Security Manual (ISMS) details the company Security Policy, various staff/team responsibilities, risk management, asset management, HR Security, physical/environmental security, access control, operational control, Business Continuity Management. The Senior Management team are informed of any new ISO information/issues which are then shared as appropriate across the various teams - however ALL staff have a responsibility to ensure their actions are compliant with both ISO policies and procedures.
Operational security
- Configuration and change management standard
- Supplier-defined controls
- Configuration and change management approach
- All changes are assessed in line with our ISO 9001:2015 Change Control Process (details available on request), including security issues/risks/impact. Covers major releases, patches and hot fixes as required. All components are logged and managed via Subversion to enable a full roll back to previous versions. Subversion records changes made including user-ID, date and change reason. Code Changes audit trail includes the ability to compare versions across the entire delivery platform including templates, style sheets, JavaScript and application code. Staged deployment process across various environments. Hot fixes may be supplied and deployed as required to address urgent security issues.
- Vulnerability management type
- Supplier-defined controls
- Vulnerability management approach
-
GOSS ISO 27001:2013 process: regularly monitor and scan servers, computers and network for vulnerabilities. Should any be found it is policy to assess for severity, impact and urgency and mitigate the issues as required.
Constant monitoring across all major security bulletins ensures that our Development/Network Engineers are immediately notified should problems arise. Actively review OWASP news feeds to learn, adapt to, implement latest security standards in all GOSS products and services.
Network Engineers monitor security bulletins from relevant vendors and organisations such as CERT UK, US CERT, Cisco, Red Hat, Microsoft and VMware. - Protective monitoring type
- Supplier-defined controls
- Protective monitoring approach
- GOSS ISO 27001:2013 process following industry best practice: Network Engineers monitor security bulletins from relevant vendors and organisations such as CERT UK, US CERT, Cisco, Red Hat, Microsoft and VMware and take positive action where required in line with the GOSS ISO Security Manual. A centralised site availability monitoring system is used to automatically alert engineers in and out of hours, depending on the impact and the severity of the event. An event will automatically get escalated if an on call engineer does not investigate within a certain period of time as per our Incident Management Policy and SLA.
- Incident management type
- Supplier-defined controls
- Incident management approach
-
The GOSS ISO 27001 Security Manual details the Incident Management Policy for the management and reporting of security incidents. The objective is to minimise the damage from security incidents and to monitor and learn from such incidents. Process for incident management covering software, hosting or client support related issues including documented call-out procedure and escalation procedure. Support process defines incident priorities and response/resolution timescales. Users report incidents via 24/7/365 online ticketing system, or via email, phone or LiveChat during stated help desk hours.
Incident reports and updates are provided via the GOSS online ticketing and reporting system.
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
- £595 to £1,096 an instance a month
- 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 enquiries@gossinteractive.com.
Tell them what format you need. It will help if you say what assistive technology you use.