Qudini Limited

Student Appointment & Event Booking Software and Queue Management System

The Qudini Appointment Booking Software, Appointment Scheduling Solution, Event management Software and Queuing System enables education providers including universities, schools and colleges to manage their students, staff and operations to improve student experience, save time and reduce costs.

Student support services
Student hubs and administration centres
Enrolment Services
University Events

Features

  • Queue Management System
  • Appointment Booking Software
  • Event Management Software
  • Follow-Up SMS & Email
  • Full API integration with existing technologies
  • Works on any hardware
  • Flexible & easy to set-up and centrally manage
  • Use solutions alongside each other or independently
  • Robust & Secure with ISO27001 accreditation
  • Manage staff activities, performance & breaks

Benefits

  • Improve service accessibility and serve more students
  • Improve patient experience and reduce complaints
  • Reduce waiting room crowding and maximise use of space
  • Improve efficiency and reduce operational costs
  • Use date to drive transformation

Pricing

£249 per licence per month

  • Education pricing available

Service documents

G-Cloud 10

770986938227016

Qudini Limited

Imogen Wethered

0203 322 3312

accounts@qudini.com

Service scope

Service scope
Software add-on or extension Yes, but can also be used as a standalone service
What software services is the service an extension to Other services extension

Qudini Queue Management System

Qudini Appointment Booking Software

Qudini Workshop and Event Booking System

Qudini Collection Management software

Qudini Request Assistance
Cloud deployment model Public cloud
Service constraints No constraints. Qudini is compatible with all types of hardware.
System requirements
  • Any internet browser
  • Any tablet or smartphone device

User support

User support
Email or online ticketing support Email or online ticketing
Support response times Priority 1 (Critical) - within 1 hour Priority 2 (Urgent) - within 4 hours
Most non-critical queries are responded to within 4 hours
User can manage status and priority of support tickets Yes
Online ticketing support accessibility None or don’t know
Phone support Yes
Phone support availability 9 to 5 (UK time), Monday to Friday
Web chat support No
Onsite support Yes, at extra cost
Support levels All support offers are included in our main software subscription fees.

To provide high availability: We guarantee a Service Level Uptime of 99.95%.

We offer telephone support Monday-Friday 9:30 - 6pm.

Our technical support team also support critical and urgent issues during the weekend, ensuring that all customers have access to the system.
Support available to third parties Yes

Onboarding and offboarding

Onboarding and offboarding
Getting started Qudini offers a unique training programme for each system implementation, reflecting the customer/visitor/patient journeys that Qudini is to support and the unique system configuration that will enable this.
We create written training materials supported with professional graphics, taking each user through the system interface and system functions relevant to their own role.
We provide on-site training, in a classroom style or directly in the face-to-face service environment, working through real customer/visitor/patient scenarios.
For cost and time efficiencies we advocate a ‘train the trainer’ model, where Qudini provides a short training programme, supported by literature, to your supervisory, management and professional development colleagues.
This knowledge and skill can then be disseminated to all relevant colleagues on a timetable to suit you and using your own internal resources.
Service documentation Yes
Documentation formats PDF
End-of-contract data extraction Users can extract their data at the end of their contract through communication with our technical team. So long as their request complies with the contemporary data protection acts.
End-of-contract process At the end of the contract we will simply turn off your access to use the Qudini Queue management system and provide you with up to 60 days notice to request any of your data that you require. After this period we reserve the right to delete your data.

Data will be provided in an Excell/CSV format unless requested otherwise. We offer a variety of other more technical formats which can be discussed at the time.

Using the service

Using the service
Web browser interface Yes
Supported browsers
  • Internet Explorer 9
  • Internet Explorer 10
  • Internet Explorer 11
  • Firefox
  • Chrome
  • Safari 9+
Application to install No
Designed for use on mobile devices Yes
Differences between the mobile and desktop service The Qudini mobile and desktop services are designed to be very similar.
Accessibility standards None or don’t know
Description of accessibility Visual Optimisation
High contrast interfaces (no imagery behind)
Careful choice of colours with use of icons to help visual differentiation to colour blind
Large font sizes (above 10pt, often above 16 for consumer facing interfaces)
Clear and consistent use of font/typography and headers
Magnification via hover over large elements

Alert optimisation
Alters via: Audio, text to speach, visual pop-ups and vibrate (where possible)

Language
Localisation and ability to display in any language

A flexible team who are willing to work closely with our customers to accept feedback and optimise our platform for accessibility to a variety of users.
Accessibility testing As of this stage we have no currently carried out any interface testing with users of assistive technology.
API Yes
What users can and can't do using the API Whilst Qudini can easily be deployed as a stand-alone system, it is also an open platform that is easy to integrate with any other systems (using our available APIs, SDKS and widgets). These are accessible through our project team.
APIs enable integration with platforms including (but not limited to):
Websites
Mobile apps
CRM
Calendar
Business Intelligence
Workforce Management
Order Management systems
Digital Signage
Self-service kiosk displays
API documentation Yes
API documentation formats PDF
API sandbox or test environment No
Customisation available Yes
Description of customisation Organisations using Qudini can easily customise all our customer facing interfaces with their logo and brand colours and text wording, including our:

Staff interfaces
Self-Service check-in kiosk
Online Appointment booking interface
Online Event booking interface
Join the queue on mobile
Customer email communications
SMS message content
Queue position tracker weblink
Printed paper tickets
Digital signage TV displays
Follow-up messages

Our staff facing tablet and mobile app can also be customised with your brand colours and logo

Scaling

Scaling
Independence of resources Independence of resources

To ensure consistent service availability and performance for all our clients we use a number of automated monitoring services to consistently and instantaneously detect any errors and performance issues. The majority of issues are resolved before the errors are even noticed.

Failure occurrences are further minimised through our Virtual Server Platforms use of auto-scaling and auto-replication. Qudini data is automatically replicated in several locations, so that in the event of failure, a complete region outage or excessively high-usage a new server is automatically reloaded without your users even noticing.

Analytics

Analytics
Service usage metrics Yes
Metrics types Customers added to queue
Appointment/event bookings made,
Online appointment/event booking interface traffic
Appointment/Event bookings served,
Appointment No Shows and Cancellations,
SMS messages sent,
Customer engagement,
Peak periods/times of day,
Arrival times,
Service length times,
Product/service interest,
Outcomes of conversations,
Reasons for the outcome,
Customer language chosen,
Customer check-in method: kiosk, staff, phone,
Staff availability and time serving
Staff breaks and break reasons
Loyalty/repeat visits,
Follow-ups made,
Customer demographics
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 Security Clearance (SC)

Asset protection

Asset protection
Knowledge of data storage and processing locations Yes
Data storage and processing locations
  • United Kingdom
  • European Economic Area (EEA)
  • EU-US Privacy Shield agreement locations
  • Other locations
User control over data storage and processing locations No
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 CSA CCM v3.0
  • Encryption of all physical media
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 importing and exporting
Data export approach Users can export their data as follows:

Venue level data of the current queue/upcoming appointments/event customers: Through a button within the Qudini platform, exporting the customers into a PDF format Raw data can also be emailed in an encrypted and password protected Excel spreadsheet on a daily/week/monthly basis. Custom data exports can also be requested through our technical team
Data export formats
  • CSV
  • Other
Other data export formats Excel Spreadsheets
Data import formats
  • CSV
  • Other
Other data import formats
  • TSV
  • Excel Spreadsheet

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 offer to ensure at least a 99.5% uptime during Service Available Hours each calendar month in respect of each calendar month during which the Qudini Services uptime Service Available Hours is less than the SLA Target, Client shall earn service credits which shall be calculated as follows: (Uptime Service Level Target - Uptime Service Level) x the monthly Subscription Fees (pro-rated where applicable) Qudini shall deduct an amount equal to the service credits due to Client here-under from amounts invoiced in respect of the Qudini Subscription Fees for the Qudini Services. Up to such time as the service credits are exhausted, all remaining service credits shall be deducted from each invoice issued following the reporting of the relevant failure to meet the uptime SLA Target.
Approach to resilience Available on request
Outage reporting Qudini reports service outages through:

A public Dashboard and Email Alerts

Identity and authentication

Identity and authentication
User authentication needed Yes
User authentication Username or password
Access restrictions in management interfaces and support channels Access to Qudini server infrastructure (Amazon AWS) is protected by per-user access accounts that require 2-factor authentication. Access to individual servers for production and test environments require key based authentication and are restricted on a need to know basis. Access to the Qudini platform and support platform requires a username and password with a certain standard of password.
Access restriction testing frequency At least once a year
Management access authentication Username or password

Audit information for users

Audit information for users
Access to user activity audit information Users contact the support team to get audit information
How long user audit data is stored for At least 12 months
Access to supplier activity audit information Users contact the support team to get audit information
How long supplier audit data is stored for At least 12 months
How long system logs are stored for At least 12 months

Standards and certifications

Standards and certifications
ISO/IEC 27001 certification Yes
Who accredited the ISO/IEC 27001 BSI
ISO/IEC 27001 accreditation date 09/04/2018
What the ISO/IEC 27001 doesn’t cover There are no areas of our business that is outside the scope of our ISO/IEC 27001 certfication
ISO 28000:2007 certification No
CSA STAR certification No
PCI certification No
Other security certifications No

Security governance

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 The CTO is responsible for ensuring compliance to all information security policies. All employees are trained on the information security needs of the company and strict disciplinary processes are used where employees are negligent of our policies. Our information security policy is available on request.

Operational security

Operational security
Configuration and change management standard Supplier-defined controls
Configuration and change management approach Changes required are assessed in terms of potential impact to our customers and discussed as to the best plan of action.

The components of our platform are tracked through their lifetime via an internal Wiki platform and our JIRA issue tracking software.

We have an internal Change Management Policy that ensures changes are done in a controlled and audited fashion, with changes being thoroughly tested before being put into production environments.
Vulnerability management type Supplier-defined controls
Vulnerability management approach We take data and information security very seriously, and the whole architecture of the Qudini system is security hardened. A wide variety of regular security scans and vulnerability monitoring processes are used to ensure maximum security, some of these include: Firewall protection and use of version controlled configuration management Intrusion detection monitored through centralised log management and using automated alerts to detect suspicious activity Automated vulnerability scanning Server and production environment access control, using both 2 factor authentication and key based authentication on a need-to-know basis only Automatic and manual System monitoring using New Relics monitoring services
Protective monitoring type Supplier-defined controls
Protective monitoring approach All Qudini servers are monitored for errors and performance at both a system and application level through New Relic’s monitoring service, in addition to automated reporting this is regularly checked manually for issues. Automated Vulnerability scanning is carried out monthly on Qudini production servers to ensure they are protected from the latest exploits. Vulnerabilities discovered are patched as quickly as possible in accordance with our Information Security policy.
Incident management type Supplier-defined controls
Incident management approach Available on request

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 £249 per licence per month
Discount for educational organisations Yes
Free trial available No

Documents

Documents
Pricing document View uploaded document
Skills Framework for the Information Age rate card View uploaded document
Service definition document View uploaded document
Terms and conditions document View uploaded document
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