ROCC

Uniclass

Uniclass Social Housing software supports landlords with the tools to improve the efficiency and reduce the costs of housing repairs and maintenance. Modules include; Repair Reporting, Call Centre, Repair Diagnostics, Stock and Materials Management, Mobile Working, Asset Management, Appointments, Allocation and Scheduling and Reporting, for responsive, planned and cyclical work.

Features

  • Fully integrated real time solution from repair logging to invoicing
  • Configurable repairs diagnostics, simple to get the right job schedules
  • Comprehensive asset database, including appliances, asbestos details and property cautions
  • Unified approach for responsive, cyclical and planned repairs
  • Full stores, van stock, material management and purchasing modules
  • Real time user definable reports, workflows and analytics
  • Standard microsoft technology, SQL Server database, SS Reporting Services
  • Flexible client invoicing
  • Fully integrated options for tenant self service and contractor portals
  • Easily integrated with third party Housing/Finance/Dynamic Scheduling systems

Benefits

  • More responsive service to tenants and residents
  • More repairs completed first time
  • Complete job costing information
  • Improved information on operational efficiency
  • More appointments made and kept, with intelligent appointing
  • Faster voids turnaround
  • Paperless job management using latest mobile technologies
  • Scaleable solution in both size and functionality
  • User configurable and tailored for client specific requirements
  • Automated resource allocation and self service appointments

Pricing

£25 per user per month

Service documents

G-Cloud 11

784643558087436

ROCC

Peter Luck

01273 274700

peter.luck@rocc.co.uk

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 Uniclass can be added on to any existing Housing Management system to provide a more comprehensive property maintenance and repairs management solution.
Cloud deployment model
  • Public cloud
  • Private cloud
  • Community cloud
  • Hybrid cloud
Service constraints There are no constraints with this service.
System requirements Customer must provide all property and tenant data

User support

User support
Email or online ticketing support Email or online ticketing
Support response times All tickets are responded to within 15 minutes.
User can manage status and priority of support tickets Yes
Online ticketing support accessibility WCAG 2.1 AAA
Phone support Yes
Phone support availability 24 hours, 7 days a week
Web chat support No
Onsite support Onsite support
Support levels We provide a standard support service that has the following service levels:

Priority 1 (Urgent) - Response in 15 mins, Resolution in 2 Hours
Priority 2 (High) - Response in 15 mins, Resolution in 8 Hours
Priority 3 (Medium) - Response in 15 mins, Resolution in 24 hours
Priority 4 (Low) - Response in 15 mins, Resolution in 7 days
Support available to third parties Yes

Onboarding and offboarding

Onboarding and offboarding
Getting started The system is available to use once the account is set up, in practice however there are data loading tasks and knowledge transfer that either the client can take on board themselves or can be provided by ROCC.

We have included within the core monthly fee advice on infrastructure set up, system data load templates, two days of remote training and handholding, and consultancy on our standard API

Onsite consultancy days can be arranged as required, for training or consultancy. Our day rate is listed in the rate card.
Service documentation Yes
Documentation formats PDF
End-of-contract data extraction Data can be off boarded at any point in time. This is easy for clients to do themselves using standard available tools. Data can be exported to common formats such as text, or excel.
End-of-contract process At the end of the contract, all data is provided back to the client and the solution is shutdown and made inaccessible. All data is removed from the solution and any sensitive information that has been held or shared between ROCC and the client is purged.

If the client wishes, ROCC can for a reduced fee host a secure read only version of the system following the end of the contract for an additional cost if the client is not ready to extract all of their data.

Using the service

Using the service
Web browser interface Yes
Supported browsers
  • 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 The mobile service has been designed specifically for mobile workers and field service operatives. A simplistic, easy to use interface that minimises the need for keying of data and allows operatives to receive and complete work through an intuitive interface and simple push button commands.
API Yes
What users can and can't do using the API The system includes a suite of API's to enable simple integration to third party systems including but not limited to:

Housing Management
Finance
Asset Management
Third Party Scheduling
API documentation Yes
API documentation formats PDF
API sandbox or test environment No
Customisation available Yes
Description of customisation The entire solution can be customised to meet the needs of each specific client where applicable.
ROCC provide a core solution that users are able to modify themselves to for example change field names on the screen, change what information is displayed on each screen, workflows can be customised and all reports and dashboards are editable.

In addition to the application configuration clients can customise the service provided by ROCC and can request bespoke API's, modules and service levels.

Scaling

Scaling
Independence of resources To ensure guaranteed performance we always recommend deployments of our solution are via our private cloud where we can commit exactly the resources needed for each client and there will be ability for other users to adversely affect the service.

Public and hybrid cloud deployments are also available if preferred.

Analytics

Analytics
Service usage metrics Yes
Metrics types The solution has an inbuilt analytics and dashboard tool that enables users to monitor any metrics they wish.
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 Baseline Personnel Security Standard (BPSS)

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 every 6 months
Penetration testing approach In-house
Protecting data at rest Encryption of all physical media
Data sanitisation process Yes
Data sanitisation type Explicit overwriting of storage before reallocation
Equipment disposal approach A third-party destruction service

Data importing and exporting

Data importing and exporting
Data export approach Data is exported either through a simple export button available throughout the solution or via the API.

The export option provides data in a variety of formats including CSV, Excel, Word and PDF.
Data export formats
  • CSV
  • Other
Other data export formats
  • Excel
  • PDF
  • Word
  • HTML
Data import formats CSV

Data-in-transit protection

Data-in-transit protection
Data protection between buyer and supplier networks
  • Private network or public sector network
  • 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 99.999% network uptime
99.99% cloud host uptime
Approach to resilience Information regarding resilience is available upon request.
Outage reporting 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 is restricted to only pre-defined authorised sources via a secure firewall.
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 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 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 ISO 27001:2013 certified data centre

Operational security

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 configuration and change management is governed by ISO accredited processes and audited on a quarterly basis.
All changes are assessed via fully automated testing including regression testing.
Vulnerability management type Conforms to a recognised standard, for example CSA CCM v3.0 or SSAE-16 / ISAE 3402
Vulnerability management approach Potential threats to the solution are continuously monitored and assessed. Regular scans are carried out to determine if there are any vulnerabilities in the overall solution.
If there is a need for any security patches to be produced and applied these are produced immediately once a threat has been identified and applied as soon as possible in accordance with any regular maintenance windows or if the threat is severe enough will be applied immediately once confirmation has been sought from the client.
Protective monitoring type Conforms to a recognised standard, for example CSA CCM v3.0 or SSAE-16 / ISAE 3402
Protective monitoring approach Endpoint protection is deployed to prevent malware, exploits and zero-day threats from compromising the hosted solution.
Memory is monitored to identify compromised processes or applications and behavioural analysis ensures unusual user behavior is reported.
Access monitoring ensures that the appropriate Security Information Policy is applied to the platform and that the approved use of this policy is monitored and can be reported on. It allows only authorised users
or processes to have access to the platform and ensures any deviations are reported for remedial action.
Incident management type Supplier-defined controls
Incident management approach In the event of an incident, we communicate directly with the client via telephone and email to notify them of the nature of the incident and what remedial steps we have undertaken.
We then discuss possible next steps and follow up actions directly with the client and agree a way forward. A full root cause analysis report is then produced and circulated at Director level within ROCC before being signed off and supplied to the client.
Users can report incidents to the ROCC helpdesk 24 hours day.

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 £25 per user per month
Discount for educational organisations No
Free trial available No

Service documents

pdf document: Pricing document pdf document: Service definition document pdf document: Terms and conditions
Service documents
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