Tyler Technologies

Low code case management platform

The Tyler Technologies entellitrak platform delivers powerful, adaptive case management products that transform the way organisations succeed. Today, entellitrak solutions enjoy a 97% annual renewal rate. Solutions include: Information Access, Applications Modernisation, Professional Licensing, Appeals, Background Investigation, Court Case, Financial Regulatory Compliance, Grants Management, Medical Marijuana and Vocational Rehabilitation.

Features

  • Software as a Service
  • Case Management / Business Process Management
  • Web-based - Remote Access
  • SaaS, PaaS, IaaS
  • Secured Hosting
  • Scalable
  • BI and Data Analytics
  • Open Architecture (API)
  • Real-Time Reporting
  • Disaster Recovery

Benefits

  • Configurable software, not custom software
  • Encryption at Rest
  • Disaster Recovery
  • Amazon Web Services
  • Accurate Case Management Process
  • Data Validation and Verification

Pricing

£40,070.21 a unit

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 John.Wright2@tylertech.com. Tell them what format you need. It will help if you say what assistive technology you use.

Framework

G-Cloud 12

Service ID

7 8 1 6 1 1 6 8 4 5 4 2 3 3 5

Contact

Tyler Technologies John Wright
Telephone: +447872994154
Email: John.Wright2@tylertech.com

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
Tyler's low code platform can serve the government as an extension to virtually any pre-existing software, assuming that software has interface functionality via Application Programming Interface (API). Customers can leverage their investment in other systems using Entellitrak as the case management system platform.
Cloud deployment model
  • Public cloud
  • Private cloud
Service constraints
There are a few known minor constraints to specific hardware configurations in some situations. Tyler recommends specific hardware for hosting. However, Tyler's solution is host-agnostic. If Tyler hosts the COTS solution, these constraints are reduced. Please see SLA and EULA for more information.
System requirements
  • RDS Recommendation: Oracle 11gR2 /12C or MicrosoftSQLServer 2012/2014
  • Application Server (AS) Small Scale: 2-physical core Intel Xeon 2.4GHz+
  • AS Low Scale: 4-8-physical core Intel Xeon 2.4 GHz+
  • AS Medium Scale: 2-3 Application Servers
  • AS High Deployment: 4 Application Servers
  • AS Enterprise Deployment: 4+ Application Servers, 16 physical core
  • Document Management Server - Requires Additional Application Server Space
  • Analytics Module Server - Requires Additional Server Space
  • Hardware Specs may change depending on Host Requirements
  • Please see Hardware Recommendations Sheet for more information

User support

Email or online ticketing support
Email or online ticketing
Support response times
Email or online ticketing. Response times are different at weekends for certain types of tickets.
User can manage status and priority of support tickets
Yes
Online ticketing support accessibility
WCAG 2.1 A
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
Tyler provides Standard Support, Gold Support, and Platinum Support levels. Tyler always provides Tier 3 and Tier 4 helpdesk support with the Base Maintenance Standard Support. Tylers' SLA provides more details on response times. Standard Base Maintenance Support is 20% of license cost, paid yearly. Gold Support is an additional fee plus the Base Maintenance Support, paid yearly. Platinum Support is an additional fee plus the Base Maintenance Support, paid yearly. Tyler provides a non-technical account manager. For more information on the Subscription Tiers and options, please see SLA. See price sheet for Pounds Sterling conversion.
Support available to third parties
Yes

Onboarding and offboarding

Getting started
Tyler provides a soft copy manual for end users and user administrators. Entellitrak is extremely user-friendly. Most of our customers do not require additional training. However, Tyler offers in-person training, computer-based training, a configurable Help module.
Service documentation
Yes
Documentation formats
  • HTML
  • PDF
End-of-contract data extraction
Our customers work with their account manager to obtain a secured copy of their data when the contract ends. One method by which Tyler delivers secured content is SFTP.
End-of-contract process
Each of the elements of a system implementation are itemized and provided on the price sheet attached below. Software licensing provides system access; training, hosting, and custom configuration (i.e. professional services) are all additional costs as itemized in the price sheet.

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+
Application to install
Yes
Compatible operating systems
IOS
Designed for use on mobile devices
Yes
Differences between the mobile and desktop service
While there is iOS functionality through an application available through the AppStore. However, the mobile module increases functionality through mobile browsers, in addition to iOS, it would enable mobile functionality on Android.
Service interface
No
API
Yes
What users can and can't do using the API
Some of our customers leverage their investments in other IT systems through APIs. MicroPact's software can be interfaced with other systems via APIs as needed. Each API adds functionality to the system, and varies depending upon the systems being interfaced. These APIs can automate batch processing, be solo or bi-directional. The only requirement for interfacing with other systems is that the other system must be compatible with APIs.
API documentation
Yes
API documentation formats
  • HTML
  • PDF
  • Other
API sandbox or test environment
Yes
Customisation available
Yes
Description of customisation
Tyler's Entellitrak software can be customized for the system workflow, end user role-based permissions, and other unique configurations to the government's needs. Virtually every field, workflow, and system item can be customized. Since Entellitrak uses system configuration instead of customization, each Entellitrak build can be achieved in 1/6th the time required for a custom software.

Scaling

Independence of resources
Through monitoring, Tyler internal resources notices if and when performance bandwidth is clipped through other users of the service. If this occurs, and performance is impacted, Tyler alters the service so as to meet the SLAs outlined.

Analytics

Service usage metrics
Yes
Metrics types
SLA metrics in accordance with SLA. See SLA.
Vulnerabilities (if needed).
Regular reports.
Reporting types
Regular reports

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
  • 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
Another external penetration testing organisation
Protecting data at rest
  • Physical access control, complying with CSA CCM v3.0
  • Physical access control, complying with SSAE-16 / ISAE 3402
  • Physical access control, complying with another standard
  • Encryption of all physical media
  • Scale, obfuscating techniques, or data storage sharding
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
The customer POC would contact Tyler's appointed Solution Strategist, who could provide the system data to the customer. In some instances, end users with the correct role based permissions can obtain the user administrator System Audit log, which would track every change to the system by that end user.
Data export formats
  • CSV
  • Other
Other data export formats
  • PDF
  • Excel
  • .JPG, .JPEG
Data import formats
  • CSV
  • Other
Other data import formats
  • .JPEG, .JPG
  • .PDF
  • .docx
  • Excel Spreadsheet
  • Other formats can be configured into the system as needed

Data-in-transit protection

Data protection between buyer and supplier networks
  • Private network or public sector network
  • TLS (version 1.2 or above)
  • IPsec or TLS VPN gateway
Data protection within supplier network
  • TLS (version 1.2 or above)
  • IPsec or TLS VPN gateway

Availability and resilience

Guaranteed availability
Tyler's application availability is 99% uptime. Tyler can support an update of 99.9% under special circumstances. Tyler does not have a standard refund if the guaranteed level of availability is not met. This item can be negotiated during contract negotiation.
Approach to resilience
Some customers mandate data residency—the requirement that all customer content processed and stored in an IT system remain within specific geographical borders. Although data residency does not inherently mean stronger security, it is possible for customers to adhere to these regulations on AWS. Customers own their data and choose the region in which they store their data. AWS does not access customer data, and it does not move unless the customer decides to move it.
Outage reporting
Application outage reporting(s) are shared with our customers via email in accordance with the SLAs. Please see Tyler's SLA. Hosting outages would be reported by AWS.

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
The Entellitrak role-based security and access model is configurable to mimic any organizational structure. Because system access is role-based, users see only the data that is pertinent to their domain, enabling them to quickly focus on relevant information and tasks.
Functions that the user is not authorized to execute will be prohibited and not visible. Data (by case type, case instance, or field-level) that the user is not authorized to view or access will be prohibited.
Access restriction testing frequency
At least once a year
Management access authentication
  • 2-factor authentication
  • Public key authentication (including by TLS client certificate)
  • Identity federation with existing provider (for example Google Apps)
  • 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
Yes
Any other security certifications
FedRAMP (US Federal Security Certification)

Security governance

Named board-level person responsible for service security
Yes
Security governance certified
Yes
Security governance standards
  • CSA CCM version 3.0
  • ISO/IEC 27001
  • Other
Other security governance standards
FedRAMP
Information security policies and processes
Compliance alignments and frameworks include published security or compliance requirements for a specific purpose, such as a specific industry or function. AWS provides functionality (such as security features) and enablers (including compliance playbooks, mapping documents, and whitepapers) for these types of programs.

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 application changes require Request for Change (RFC) submissions. RFC submissions are tracked once the item has completed the testing and certification phase and has been submitted to the Authorized Client Representative. The Authorized Client Representative is composed of the appropriate customer staff, Tyler business representative. The Tyler PTS system will be used for recording and tracking change requests. Authorization Review performance is expressed as a percentage of reviews to be completed within 10 business days.
Vulnerability management type
Conforms to a recognised standard, for example CSA CCM v3.0 or SSAE-16 / ISAE 3402
Vulnerability management approach
As a part of our Standard Operating Procedure, Tyler conducts Security Vulnerability Scanning and Remediation of devices on the customer Network. The objective of this SLA is to ascertain that the scanning and remediation is performed on the affected customer assets. Monthly Scanning and Patching is a FISMA requirement. Tyler will make reports available by the first of each month to the customer.
Protective monitoring type
Conforms to a recognised standard, for example CSA CCM v3.0 or SSAE-16 / ISAE 3402
Protective monitoring approach
Customers can use Amazon CloudWatch to collect and track metrics, collect and monitor log files, and set alarms. Customers can architect their solutions so that Amazon CloudWatch’s metrics and alarms can work together with Auto Scaling and Elastic Load Balancing to dynamically deploy new instances on-demand. This type of automation takes some of the administrative burden off of the customer and allows the infrastructure to manage itself on-the-fly.
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
AWS guards against outages/incidents. We account for them in the design of our services—so when disruptions do occur, their impact on customers/continuity of services is as minimal as possible. To minimize disruptions, AWS employs compartmentalization. Our Availability Zones are physically separated and isolated, and are built with highly redundant networking to withstand local disruptions. Although the likelihood of large-scale incidents is very low, AWS is prepared to manage them should they occur. We maintain a series of incident response plans covering both common and uncommon events, and we update them regularly to incorporate lessons learned and prepare for emerging threats.

Secure development

Approach to secure software development best practice
Conforms to a recognised standard, but self-assessed

Public sector networks

Connection to public sector networks
Yes
Connected networks
  • Public Services Network (PSN)
  • Health and Social Care Network (HSCN)

Pricing

Price
£40,070.21 a unit
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 John.Wright2@tylertech.com. Tell them what format you need. It will help if you say what assistive technology you use.