Clarity Information Solutions

FastForm Online Bookings

FastForm Online Bookings is a web-based course management
solution that is used by local authorities, police forces and safety
camera partnerships to streamline the delivery of driver
offender retraining and road safety awareness schemes. FastForm also provides online booking and payment facilities for course participants and service providers (call centres).

Features

  • Create and manage an unlimited number of course types
  • Schedule an unlimited number of course occurrences
  • Allocate trainers and venues to scheduled courses
  • Manage trainer availability, competencies and invoices
  • Manage venue availability, capacities and contracts
  • Allow clients to book and pay for courses online
  • Support flexible payment plans
  • Validate client eligibility to attend courses
  • Track booking, payment and attendance and generate critical action alerts
  • Integrate dynamically with national DORS+ client management system

Benefits

  • Allow clients to book courses online at any time
  • Minimise call centre traffic by channeling bookings through the website
  • Improve road safety by offering more courses and course types
  • Improve efficiency through intuitive process-driven interfaces
  • Maximise online bookings by offering intuitive touch-friendly interfaces
  • Use a self-service approach for trainer availability management
  • Process rules automate governance (course capacity and trainer competence).
  • Maximise course attendance by providing SMS and email reminders
  • Intuitive interfaces and responsive designs improve customer service
  • Manage individuals' needs and support minority language groups

Pricing

£3000 per licence per month

Service documents

G-Cloud 10

744464377022230

Clarity Information Solutions

Bill Duke

07800810460

bill.duke@clarity-ltd.co.uk

Service scope

Service scope
Software add-on or extension No
Cloud deployment model Private cloud
Service constraints Not applicable.
System requirements
  • Users must have internet connectivity.
  • Users must have access to a common browser platform.

User support

User support
Email or online ticketing support Email or online ticketing
Support response times An initial response is provided within 15 minutes.
The standard service is available between 08:00 hours and 17:30 hours on Monday to Friday excluding UK public and bank holidays.
24/7 response coverage is also available for an additional fee.
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 Yes, at an extra cost
Web chat support availability 9 to 5 (UK time), Monday to Friday
Web chat support accessibility standard WCAG 2.0 AA or EN 301 549 9: Web
Web chat accessibility testing Clarity uses a third party web chat service provider that has completed appropriate web chat testing. We have however not been directly involved in this testing.
Onsite support Yes, at extra cost
Support levels Clarity provides a fully managed solution support service, which is underpinned by a Service Level Agreement. The service includes unlimited access to a Help Desk, with guaranteed response and resolution timescales for all support requests.

All costs are included within the monthly subscription and no additional usage or service level fees apply.

Customers are provided with direct access to suitably qualified and experienced technical support personnel through the Help Desk. An Account Manager is also assigned to each customer and given overall responsibility for ensuring services are delivered in accordance with contractual obligations and customer expectations.
Support available to third parties Yes

Onboarding and offboarding

Onboarding and offboarding
Getting started Clarity provides onsite users acceptance testing and training services before go-live. User documentation is provided as part of that service.
We also provide an onsite transition support service, where a system specialist works with new users in their offices during the first few days of system adoption. This approach is used to facilitate a seamless transition to effective use of FastForm with minimal business disruption.
Service documentation Yes
Documentation formats PDF
End-of-contract data extraction Clarity provides a full export of all client-requested data in an agreed common use format, such as csv or xlsx.
End-of-contract process The solution is taken off-line at an agreed time on the contract end date. Clarity provides a full export of all client-requested data in an agreed common use format, such as csv or xlsx, within 10 business days after the contract end date.
Clarity destroys all client data 1 month after contract expiry or at an earlier date, if preferred by the customer.
The customer is notified and confirmation is sought prior to destruction of data.

Using the service

Using the service
Web browser interface Yes
Supported browsers
  • Internet Explorer 7
  • 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 All client booking screens are responsive and the interfaces adapt automatically to suit the device being used.
Accessibility standards WCAG 2.0 AA or EN 301 549
Accessibility testing Accessibility compliance is tested periodically and prior to each new software release using automated test tools.
API Yes
What users can and can't do using the API FastForm includes an API that provides the following functionality:
- Add document (the ability to add a document for an instructor, venue or booking)
- Retrieve report (the ability to retrieve report data from FastForm by passing the name of the report and associated date parameters)
- Add note (the ability to add a note to a client booking)
The FastForm API is used to manage interaction with the national police system for driver offender retraining (DORS+). Users can utilise this API to create new course types and adjust associated course parameters.
API documentation Yes
API documentation formats Open API (also known as Swagger)
API sandbox or test environment Yes
Customisation available Yes
Description of customisation Users can select from an extensive range of functional configuration options in order to adapt the solution to support preferred working practices.
Business users (Course Administrators) are invited to participate in requirements clarification workshops, which are used to identify customisation preferences that are configured by Clarity prior to initial go-live. Authorised Course Administrators can subsequently implement changes directly, using the Fastform Administration Interface. Course Administrators can also request configuration changes through the Clarity Help Desk.

Client interface configuration options include:
• URL
• Number of courses displayed on screen
• Contact Us details
• Allow clients to add special requirements during booking
• Allow clients to cancel booking
• Allow clients to rebook
• Allow Payment Plans
• Email reminder period
• Use SMS reminders
• Email From address
• SMS Sender ID
• SMS Text
• Address Lookup
• Expiry Date Booking Period
• Book Automatic Car
• Timeout
Customers can also apply their own corporate branding to the client booking site, utilising a creative design that matches their own corporate website.
Administration interface configuration options include:
• URL
• Available course types
• Data anonymisation period
• Data retention period
• Password expiry
• Administration email address

Scaling

Scaling
Independence of resources Clarity provides dedicated servers and a dedicated installation within our hosting environment for each customer and the associated infrastructure is configured to accommodate substantially greater demand than any individual customer ever anticipates.

Scalability testing is employed to ensure that the solution delivers acceptable performance even during times of high load. Furthermore these tests are used to confirm that the system can handle the projected data volume, transaction frequency, etc. This verifies that the solution is able to meet the growing needs of the customer.

Analytics

Analytics
Service usage metrics Yes
Metrics types BOOKING STATISTICS, encompassing course types, time periods, client profiles and a breakdown of online versus call centre bookings.
PAYMENT STATISTICS, including a breakdown of payment methods, full payments versus payment plans and client numbers with "booked not paid" status.
BUSINESS USER STATISTICS, including numbers of named users performing defined roles over specified time periods.
ANOMALIES, including client email bounce-backs.
SERVICE PERFORMANCE, including system availability, support requests and response activities.
Reporting types
  • Real-time dashboards
  • Regular reports
  • Reports on request

Resellers

Resellers
Supplier type Not a reseller

Staff security

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

Asset protection

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 CHECK service provider
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 Complying with a recognised standard, for example CSA CCM v.30, CAS (Sanitisation) or ISO/IEC 27001

Data importing and exporting

Data importing and exporting
Data export approach FastForm includes a management reporting tool that can be used to produce parameter-driven reports encompassing all/any data that is held in the FastForm database.

Suitably authorised users can produce these reports and then save them to a convenient common-use format (csv, xlsx or pdf).

Clarity is also happy to provide user-requested data exports free of charge as part of the managed solution support service that we provide.
Data export formats
  • CSV
  • ODF
  • Other
Other data export formats
  • XLSX
  • PDF/A
Data import formats
  • CSV
  • ODF
  • Other
Other data import formats XLSX

Data-in-transit protection

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)
  • IPsec or TLS VPN gateway

Availability and resilience

Availability and resilience
Guaranteed availability We provide our customers with both a Service Level Agreement and a Business Continuity Management Plan, which sets out the arrangements that we use to maintain exceptionally high availability. As an indication of our commitment to robust availability management, the system availability achieved across the entire FastForm customer base for 2017 was 99.88%.

Our SLA provides a commitment to maintaining a monthly rolling average of at least 99% availability and we will provide customers with service credits if we ever fail to achieve this target.
Approach to resilience Our UK-based data centres are certified to ISO 27001 and access is strictly limited to security-cleared personnel, controlled by extensive CCTV monitoring and state-of-the-art access control systems.
­ CCTV covers all areas of the data centres and corporate offices.
­ Highly experienced security guards are on duty 24x7x365.
­ Role based access control requiring swipe-cards is used to manage access through multiple secure areas, ensuring absolutely no access to buildings and rooms by unauthorised personnel.
A copy of the Certificate of Registration to ISO 27001 can be provided on request.
Comprehensive ISO 27001-compliant security arrangements are used to protect data at rest and data in transit and further information can be provided on request.
The ISO 27001 certification also covers equipment disposal and physical resilience and availability management within the data centres.
Outage reporting FastForm includes a management dashboard, which alerts authorised business users dynamically when there are outages. Email alerts are also sent to designated customer contacts.

Availability and outage statistics are included in monthly management reports, which are issued to customers.

Identity and authentication

Identity and authentication
User authentication needed Yes
User authentication Username or password
Access restrictions in management interfaces and support channels Business users are added by a nominated System Administrator and they are assigned to pre-defined roles within FastForm, including System Administrator, Course Administrator and Call Taker.

An email is sent to each new business user with a system generated password after a new account has been created. The role allocated to the user determines which system functions are available to them.

Business Users are given a different URL from clients, which they use to log on with the password from the email and access features associated with their role. Logged in business users are able to change their password.
Access restriction testing frequency At least every 6 months
Management access authentication Username or password

Audit information for users

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

Standards and certifications
ISO/IEC 27001 certification No
ISO 28000:2007 certification No
CSA STAR certification No
PCI certification Yes
Who accredited the PCI DSS certification Self certification (Attestation of Compliance)
PCI DSS accreditation date 24th April, 2018
What the PCI DSS doesn’t cover The scope is restricted to card-not-present merchants, All cardholder data functions are fully outsourced to payment gateway providers, who hold full PCI DSS certification.
Other security certifications No

Security governance

Security governance
Named board-level person responsible for service security Yes
Security governance certified No
Security governance approach Clarity has gained extensive experience delivering high integrity information management solutions, which are used to store sensitive data, including records classified as SECRET, to numerous high-profile organisations throughout the UK public sector. Consequently, a robust approach to information governance and security management is fundamental to our business and our management structure, staff selection and personal development procedures reflect this core requirement.
In particular, we have established Security Operating Procedures (SYOPS) and most of our staff have undergone MOD, government and police security vetting procedures and have obtained clearance to work on confidential systems.
Information security policies and processes Clarity has established Security Operating Procedures (SYOPS) that define acceptable forms of use that apply to Clarity personnel whenever they access live customer environments.

SYOPS apply to all personnel who access live environments. While these procedures clearly apply to staff that provide routine support and maintenance services, they are equally applicable to any individuals who are required to access live environments for any reason.

The Operations Director is responsible for authorising individuals before they can access a live environment and for defining the permissible form/s of access and the purpose. The Operations Director maintains a register that identifies all such authorisations.

We utilise a systematic, risk-based approach to information security management, based on ISO 27001 requirements and guidelines. We identify system usage profiles and associated threats, vulnerabilities and risks. We also conduct impact assessments and assign security classifications in order to identify impact levels and risk tolerance, which influences the controls used to manage risks. Independent penetration testing is also used to increase information assurance.

Operational security

Operational security
Configuration and change management standard Supplier-defined controls
Configuration and change management approach Software configuration management procedures are used to identify and control the use of software items, thus enabling traceability and replication. Configuration management is used to ensure all FastForm components can be combined in a consistent and repeatable manner. Our configuration management procedures include methods for:
- Unique identification and version control for all products and components.
- Receiving and acting on observations and for recording and controlling changes arising.
- Defining the means by which a product may be built or re-built.
- Controlling replication and distribution of products.
Vulnerability management type Supplier-defined controls
Vulnerability management approach We utilise a systematic, risk-based approach to information security management, based on ISO 27001 requirements and guidelines.
We identify system usage profiles and associated threats, vulnerabilities and risks. We also conduct impact assessments and assign security classifications in order to identify impact levels and risk tolerance, which influences the controls used to manage risks. Independent penetration testing is also used to increase information assurance.

Patch deployment speed depends on perceived threat levels, but we can deploy critical patches within 2 days.

Clarity subscribes to feeds from recognised security experts and government bodies, including Qualys and the National Cyber Security Centre.
Protective monitoring type Supplier-defined controls
Protective monitoring approach All users must be authenticated in order to access system functionality. This cannot be bypassed and any malicious attempts to access FastForm are recorded in the FastForm audit logs.

Should a security breach occur, Clarity shall follow ICO guidelines in order to:
Identify how the breach occurred
Take immediate steps to stop or minimise further data loss, destruction or unauthorised disclosure
Assess and record the risk
Notify affected individuals and any relevant regulator (ICO)
Establish what security measures were in place when the breach occurred
Assess whether technical or organisational measures could be implemented to prevent the breach happening again.
Incident management type Supplier-defined controls
Incident management approach Our Service Level Agreement defines an incident management process, which is enacted any time a Support Request is classified as an incident.
Users can report incidents by either phoning the Clarity Help Desk, emailing the Help Desk or raising a request through an online Support Portal.
Customers are initially advised on the progression and resolution of incidents through phone calls and emails. Customer agreement that an incident has been resolved is always documented (typically by email). Incidents are reported formally through monthly management reports, which identify the cause, the effect and actions taken to resolve the incident and prevent recurrence.

Secure development

Secure development
Approach to secure software development best practice Supplier-defined process

Public sector networks

Public sector networks
Connection to public sector networks No

Pricing

Pricing
Price £3000 per licence per month
Discount for educational organisations No
Free trial available No

Documents

Documents
Pricing document View uploaded document
Service definition document View uploaded document
Terms and conditions document View uploaded document
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