NJW Limited

TRIRIGA

TRIRIGA is the world’s leading Integrated Workplace Management Solution (IWMS). NJW generally deploy TRIRIGA in conjunction with Focal365 and a suite of Progressive Applications that complement and enhance standard functionality. TRIRIGA has unparalleled configuration capability, that allows client business processes to be modelled without changes to the core software.

Features

  • Covers real-estate, FM operations, workplace, environmental, projects, financials
  • Scalable – adaptable for small or large global organisations
  • Integration - fullest range of options, including APIs, ETL module
  • Configuration – user managed dashboards- revise or create new
  • Extendible database – users can add new tables and attributes
  • Multi-platform – available on all devices and browsers, responsive design
  • Branding – look and feel to match organisation “house-style”
  • Secure, scalable solution – with high availability and reliable performance
  • Intuitive analytics through seamless integration with Focal365

Benefits

  • Rapid deployment – with simple, robust, client focused methodology
  • Flexibility – adapt to any organisation model
  • Early benefits realisation – with mobilisation to match organisation priorities
  • Low-risk proven solution, with diverse and demanding client base
  • Acceptance – integrates into organisation with single-sign-on (SSO)
  • Minimal training needed, help guides can be embedded within system
  • Evolution – roadmap of constantly improving functionality
  • Service Management Framework – ITIL based, comprehensive model
  • Ensure effective use with comprehensive tracking and auditing of use
  • Low TCO with simple but comprehensive systems administration module

Pricing

£50000 to £500000 per unit per year

  • Education pricing available

Service documents

G-Cloud 10

793853155477836

NJW Limited

Trudie Jedynak

01635 282090

trudie.jedynak@njwfm.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 TRIRIGA is a “stand-alone” solution. It is enhanced by Focal365 and NJW’s suite of Progressive Applications (details available on request)
Cloud deployment model Public cloud
Service constraints TRIRIGA is available 7 x 24. There can be scheduled, preventive maintenance. This is agreed with clients in advance and will be no more than 2 hours per month. Full details are available of TRIRIGA's Service Management Framework.
System requirements Entirely web based and works on all common browsers

User support

User support
Email or online ticketing support Email or online ticketing
Support response times For service affecting incidents our service level is
Priority 1 - Business critical, major impact on client production environment . Must be recovered immediately. Target response time 2 hours
Priority 2 - Severe impact on production environment - but system is capable of operating - potentially through workarounds. Should be recovered immediately. Target 4 hours
Priority 3 - Major Impact - does not need to be recovered immediately - Target 8 hours
Priority 4 - Some impact - not business critical - Target 16 hours

Any tickets raised at the weekend will be processed on the next business day
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 NJW provides the following support :-
- Service Desk level 1 where the support ticket or request can be logged
- Level 2 - initial steps to reproduce the problem to identify what the problem is and try and fix
- Level 3 - if it is a software issue , it will be passed to the development team to follow the software development cycle (SDLC)

If required then the apppropriate Technical Expert will talk to the customer to explain the problem or guide in the use of the software . (How to session)

If there are customer requested enhancements to the product then these will be reviewed on a case by case basis and could be chargeable development
Support available to third parties Yes

Onboarding and offboarding

Onboarding and offboarding
Getting started NJW have a simple, but robust and proven, methodology for deploying TRIRIGA. This is an “output” driven model that uses rapid-prototyping to configure a solution that meets client needs – without starting from a “blank sheet”. Deliverables from this include:
• Prototype of TRIRIGA – configured to meet all agreed requirements
• Business Value Assessment – impacts on processes, activities and data quality
• Application architecture – how TRIRIGA integrates with other systems; interface specifications
• Data Quality – analysis of quantitative and qualitative issues with data; actions to address at source
• Deployment plan – including acceptance criteria and UAT plan; training; communications; cutover
• Service management framework – how TRIRIGA will be supported, changed and upgraded
Service documentation Yes
Documentation formats
  • HTML
  • ODF
  • PDF
  • Other
Other documentation formats Word
End-of-contract data extraction At any time clients can export data from within TRIRIGA. At the end of a contract should a client wish a bespoke export in a defined format this can be agreed and provided. There may be a minimal charge for this.
End-of-contract process At the end of the contract when service terminates NJW will provide to the client documentation to confirm the removal / deletion of all client data. If a client wishes a specific data export this can be provided at a minimal charge.

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 NJW's Progressive Apps are sensitive to the device through which it is accessed. Therefore it will adjust to provide the optimal view. It has been developed using the principles of "responsive design"
Accessibility standards None or don’t know
Description of accessibility NJW are committed to providing software which is accessible to all users, and the application has already undergone thorough third party testing to meet accessibility requirements prior to rollout across a large, diverse user base by our existing clients.
Accessibility testing This has carried out independently by one of our larger customers in the last 3 years
API Yes
What users can and can't do using the API TRIRIGA has an extensive range of API interface options through native capability and NJW's own platform Cohesion365.
API documentation Yes
API documentation formats PDF
API sandbox or test environment Yes
Customisation available Yes
Description of customisation TRIRIGA has extensive configuration options.
NJW has an extensive and growing suite of Progressive Apps (details available on request). These complement and enhance TRIRIGA, further enabling client specific business processes.

Scaling

Scaling
Independence of resources TRIRIGA installations are client specific without any shared infrastructure resources.

Analytics

Analytics
Service usage metrics Yes
Metrics types As a standard all clients are provided with metrics that match all services in our catalogue. These include availability, response and resolution times for incidents and requests.
Client specific metrics can be agreed.
Reporting types
  • Regular reports
  • Reports on request

Resellers

Resellers
Supplier type Reseller providing extra features and support
Organisation whose services are being resold IBM Softlayer

Staff security

Staff security
Staff security clearance Conforms to BS7858:2012
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
  • European Economic Area (EEA)
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 Less than once a year
Penetration testing approach Another external penetration testing organisation
Protecting data at rest
  • 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
Equipment disposal approach A third-party destruction service

Data importing and exporting

Data importing and exporting
Data export approach NJW's platform Cohesion365 has an extensive range of functionality that includes data imports, exports and DQ activities.
Data export formats
  • CSV
  • Other
Other data export formats
  • Excel
  • XML
Data import formats
  • CSV
  • Other
Other data import formats
  • ETL and API framework
  • XML
  • Excel

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)

Availability and resilience

Availability and resilience
Guaranteed availability We measure the availability against 6 Sigma 99.9996% uptime availability. We measure this on a monthly basis reporting internally to NJW and to customers at their periodic Service Review meetings.

Our availability measures are targets and our customers are not refunded for availability not met. This is open to review on a case by case basis.
Approach to resilience Providing a resilient solution is a complex challenge that requires an integrated and verified model. To NJW resilience means:
• Security – all client information will be available to only those with appropriate access
• Availability – the solution will be accessible whenever, from wherever it needs to be
• Performance – information can be accessed quickly and easily
• Change – new functionality can be enabled and faults resolved without compromising any of the above
NJW’s model includes all these vital aspects:
• People - our teams’ client focused approach and NJW’s quality culture means that we are uncompromising in meeting our commitments. Team training and support delivers this.
• Process - an integrated delivery model built on ITIL and with ISO27001 enables not only on-going service provision but the tested procedures to cope with change and urgent incidents (such as security alerts)
• Organisation - Dedicated and segregated roles mean that qualified people cover all activities without compromise of risk
• Tools/technology - NJW invests in the appropriate infrastructure to meet commitments and external threats. These include management s/w to monitor and control all environments; security protocols (including intrusion detection and prevention); hardened facilities and BCP sites
Outage reporting NJW's service management framework is based on the industry best practice ITIL model.
The service has monitoring in place to identify any interruption of availability. On seeing a monitoring alert, a ticket in the service desk tool (JIRA) will be raised, and the service checked.
- Customer notification will follow through a number of methods depending on the priority of the incident.
- Customers are able to log into the JIRA Support system and follow the progress of an incident or Service request
- They also get email notifications of comments added to the ticket as they are added
- Senior Management communication would be through email or verbal communication as appropriate.

Identity and authentication

Identity and authentication
User authentication needed Yes
User 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 Access to the JIRA Service Desk to log and update tickets is public access but secured with username and password. Tickets that are customer sensitive are segregated within the service desk tool
Access restriction testing frequency At least every 6 months
Management access 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

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 At least 12 months
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 At least 12 months

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 No
Security governance approach NJW's service management framework is based on the ITIL model. This includes tools, technology, process and clear responsibilities for preventing, managing and resolving security related incidents. This includes a review of effectiveness by independent parties. Details can be provided on request.
Information security policies and processes NJW has an Integrated Management System (IMS), this comprehensive framework provides a model for all activities including security. Details are available on request.

Operational security

Operational security
Configuration and change management standard Supplier-defined controls
Configuration and change management approach Configuration items that provide the service are hosted by a infrastructure as a service provider who is ISO27001 accredited.
NJW manages change carefully through a change management process. Changes are raised and reviewed from an activity, risk and security impact point of view. These are reviewed at a weekly Change Advisory Board meeting and challenged accordingly. Failed changes are reviewed after the change to ensure that there are lessons learnt to improve the success of change.
Success of change is reported at the NJW Internal Service Review meetings
Vulnerability management type Supplier-defined controls
Vulnerability management approach NJW's infrastructure team monitor Security alerts provided by
- https://cwe.mitre.org/
- https://www.ubuntu.com/usn/

In the event of a serious vulnerability our servers would be patched at the earliest opportunity depending on severity.
Protective monitoring type Undisclosed
Protective monitoring approach Infrastructure and application monitoring tools are used by NJW and our Infrastructure Hosting company has edge monitoring in place to monitor potential denial of service activity. In the first instance of any compromise NJW would be notified by our hosting provider and would advise on any immediate action. Priority 1 incidents have a response time of within 2 hours.
Incident management type Supplier-defined controls
Incident management approach NJW has a customer Service Support Framework which is available to customers on the Extranet explaining the service model.

Users can report incidents through the following methods 1) Email 2) Telephone to the Service Desk or raise a ticket in the JIRA Service Desk tool

Incident reporting is discussed at the perodic Service Review or at regular intervals depending on volume and urgency.

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 £50000 to £500000 per unit per year
Discount for educational organisations Yes
Free trial available No

Documents

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