VisionWare Limited

MultiVue - Income Optimisation (Fraud-Error-Debtor)

MultiVue matches citizen data to allow the identification of instances of fraud and error both validating and viewing discrepancies across different data sources. The single view of the citizen provides an efficient platform for the aggregation and collection of debt allowing efficient processes to be implemented to address those instances.

Features

  • Proven scalability to 400 million records
  • Collaborative data model
  • Features to enable effective data stewardship and data synchronisation
  • Available across cloud and on premise deployment options
  • Data visualisation capability
  • Sophisticated matching algorithms
  • Configurable matching rules based on business logic

Benefits

  • Identify data discrepancies that point to fraud and error
  • Matching names, properties and people to help identify Fraud
  • Make strategic decisions based on trusted and reliable data
  • Reduce amount of incorrect benefits payments and discounts
  • Identify data discrepencies at point of application
  • Ongoing data matching capability
  • Optimise income through a single view of the debtor
  • Improve understanding of patterns in service consumption
  • Configurable weightings against each data source gives maximum flexibility
  • Scalable across multiple use cases within an Authority

Pricing

£3400 per instance per month

Service documents

G-Cloud 9

809606336669459

VisionWare Limited

Ross McIntosh

01412857150

ross.mcintosh@visionware.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 [Auris Digital Transformation of Customer Services with MDM embedded Dynamics CRM]
[MultiVue Digital Transformation of Customer services]
[MultiVue Identification of Troubled Families]
Cloud deployment model Hybrid cloud
Service constraints None
System requirements Requires a standard Windows build

User support

User support
Email or online ticketing support Email or online ticketing
Support response times The Company undertakes to use all reasonable endeavors to procure responses in accordance with the following:- • Priority 1 – Target response time one hour • Priority 2 – Target response time four hours • Priority 3 – Target response time four hours • Priority 4 – Same day response
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 Support levels offered are as follows: Bronze - Standard support plus 3 consulting days for annual health check (or other consulting services). Additional cost: £2,985 per year. Silver - Standard support extended between 8.00am to 6.00pm, Monday to Friday. Additional cost: £3,500 per year Gold - 24 x 7 support, for Priority One incidents, with others handled under the terms of Standard support. Additional cost subject to further agreement. Platinum - Full 24 x 7 support for all incidents. Additional cost subject to further agreement
Support available to third parties Yes

Onboarding and offboarding

Onboarding and offboarding
Getting started There are a number of stages involved in the implementation of MultiVue for Income Optimisation, these are listed below:

[Bulk Loading] source system data, analysing & cleansing.

[Matching]. Identifies matches ranging from definite to probable to unlikely, with a score indicating the confidence of each match.

[Merging]. Creating a confidence level for matches. Matches scoring above a confidence score agreed with the customer are then merged to create a ‘golden record’.

[Keeping in-sync]. Create integrations to keep MultiVue synchronised with the source systems. This integration would handle instances where new customers are added to a system, or when existing customer details are amended.

[Testing & Go-live]. VisionWare would undertake a rigorous testing phase, prior to the system being made available for User Acceptance Testing. Our Consultants will then migrate the environment to Production.

[Business as usual]. Configuration of out of the box reports for Data Stewards.

[Training & documentation (on-site)]. VisionWare offer a comprehensive training program for Technical System Administrators and Data Stewards
Service documentation Yes
Documentation formats
  • HTML
  • ODF
  • PDF
End-of-contract data extraction Data would be brought into MultiVue from existing source systems. The original data would remain within these source systems. A static report can be generated from MultiVue at the end of the contract identifying 'probable' and 'unlikely' matches identified at that point in time
End-of-contract process Data would be brought into MultiVue from existing source systems. The original data would remain within these source systems. A static report can be generated from MultiVue at the end of the contract identifying 'probable' and 'unlikely' matches identified at that point in time . Any live data held in MultiVue would be deleted thereafter. Any additional support to populate a data warehouse or other business analytics platform would be chargeable on a time and materials basis

Using the service

Using the service
Web browser interface Yes
Supported browsers
  • Internet Explorer 10+
  • Firefox
  • Chrome
  • Safari 9+
Application to install No
Designed for use on mobile devices No
Accessibility standards None or don’t know
Description of accessibility The product provides intuitive user-interface screens to configure the system and these are aimed at the relevant 'user-group' for that particular feature. We will work with customers to configure the appropriate roles and credentials. The list below shows the typical roles and configurations that are provided by MultiVue. Administrators have full control over configuration of the following: • Security, access credentials, auditing controls etc. Information Workers / Data Stewards can configure: • Matching rules, merging thresholds, report distribution etc. Developers can configure: • MultiVue services, data adaptor, messaging infrastructure etc. All of these components can be reused.
Accessibility testing MultiVue is accessed via a standard internet browser and makes use of the in-built accessibility features which that browser technology provides (e.g. text enlargement, text to voice, colour enhancement)
API Yes
What users can and can't do using the API MultiVue provides both synchronous and asynchronous methods for connecting to data sources or an Enterprise Service Bus (ESB). Typically, MultiVue is connected to an ESB through the XML Message Queuing technology that is intrinsic to the MultiVue platform. The message queue technology in MultiVue provides guaranteed message delivery and ensures data integrity throughout the life-cycle of any data. The data governance policies that have been identified and agreed by the key data stakeholders will be modeled and configured within MultiVue, allowing data to flow bi-directionally to and from source systems and/or an ESB. The validated data held within MultiVue will then be published as a set of services allowing both data sources and other connected applications to leverage the data held within the MultiVue to allow the organisational data held to truly be treated as an asset. The introduction of the MDM functionality as services, that are consumable from all aspects of the organisation, allow the implementation of MultiVue to support a prioritised list of source systems as well as integration with external partner agencies and their data sources in the future.
API documentation Yes
API documentation formats
  • ODF
  • PDF
  • Other
API sandbox or test environment No
Customisation available Yes
Description of customisation Our implementation approach is highly collaborative and based on providing training and knowledge transfer during implementation to empower customers to fully support their own environment, including self-sufficiency to be able to carry out their own data integrations into the MultiVue technology in the future. This reduces total cost of ownership over time. MultiVue is a COTS application which can be implemented and integrated rapidly. It is a standards based, flexible technology, such that additional source systems and changes to data definitions can be accommodated with limited technical effort. Full training and knowledge transfer on these tasks would be delivered during an implementation project. MultiVue is designed to be configurable for a number of uses based on its flexible model and VisionWare’s approach to data integration. The product provides intuitive user-interface screens to configure the system and these are aimed at the relevant user-group for that particular feature. Administrators have full control over configuration of the following: • Security, access credentials, auditing controls etc. Information Workers / Data Stewards can configure: • Matching rules, merging thresholds, report distribution etc. Developers can configure: • MultiVue services, data adaptor, messaging infrastructure etc. All of these components can be reused

Scaling

Scaling
Independence of resources Each MultiVue customer would have their own hybrid cloud instance installed so that there are no performance implications from additional customers subscribing to the service. Our implementation approach ensures each customer is self sufficient to be able to support, configure and maintain their own instance of MultiVue. The support overhead for VisionWare is therefore very low for each customers. The total cost of ownership is kept low for each customer due to the fact that they would not be reliant on the supplier to implement changes.

Analytics

Analytics
Service usage metrics No

Resellers

Resellers
Supplier type Not a reseller

Staff security

Staff security
Staff security clearance Conforms to BS7858:2012
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
  • Other locations
User control over data storage and processing locations Yes
Datacentre security standards Managed by a third party
Penetration testing frequency Never
Protecting data at rest
  • Physical access control, complying with another standard
  • Encryption of all physical media
  • Scale, obfuscating techniques, or data storage sharding
  • Other
Other data at rest protection approach Data can be encrypted at various levels using either our software or a 3rd party tool-set as dictated by customer requirements
Data sanitisation process No
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 VisionWare would work with customers to determine the most appropriate means of exporting data, dependent on the capabilities and integration standards offered by source systems as well as the frequency with which data is updated. MultiVue is not prescriptive as to the format and minimum data set for any such external system data source load
Data export formats
  • CSV
  • ODF
  • Other
Other data export formats
  • XML
  • HTML
Data import formats
  • CSV
  • Other
Other data import formats
  • XML
  • HTML

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)
  • IPsec or TLS VPN gateway
  • Legacy SSL and TLS (under version 1.2)
Data protection within supplier network Other
Other protection within supplier network This is not applicable. All customer data would reside within the customer's environment

Availability and resilience

Availability and resilience
Guaranteed availability VisionWare can support up to 99.99% availability depending on a customer's requirements. For continuous operation of MultiVue with high volume batch feeds or real-time trickle feeds there is a requirement for a high availability configuration. In these circumstances, multiple MultiVue instances can be installed and configured to provide fail-over and maintain workflow resilience. A single MultiVue instance is not a single process but a group of processes orchestrated to deliver the matching pipeline. This provides application level scalability where MultiVue services can be distributed across different servers in order to balance overall system load.
Approach to resilience MultiVue can be deployed in an active / passive configuration and we work with the customer's infrastructure team to provide an appropriate level of resilience
Outage reporting MultiVue utilises a combination of tools within the Windows Framework to monitor performance. This includes the use of event logs and the use of performance monitor. MultiVue provides the capability to monitor and report on items such as batch load performance and completion, workflow execution statistics, data quality of master data and business process metrics via an HTML user interface

Identity and authentication

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)
  • Limited access network (for example PSN)
  • Dedicated link (for example VPN)
  • Username or password
  • Other
Other user authentication MultiVue utilises core Microsoft Server and Microsoft Active Directory services in order to provide user and service authentication and authorisation. The configuration, management and revoking of user accounts is under the direct control of the IT administrators. All aspects of the solution honors strict role based access controls which can be used to restrict access to system features as well as data held within it. In addition, MultiVue uses Internet Information Server as the host for the user interface. This can be controlled with Microsoft configuration management tools to enforce IT policy and conform to any internal network restrictions.
Access restrictions in management interfaces and support channels MultiVue has a built in role based authentication capability which can be integrated with 3rd party authentication mechanisms
Access restriction testing frequency At least every 6 months
Management access authentication
  • 2-factor authentication
  • Public key authentication (including by TLS client certificate)
  • Identity federation with existing provider (for example Google Apps)
  • Limited access network (for example PSN)
  • Dedicated link (for example VPN)
  • Username or password
  • Other

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 receive audit information on a regular basis
How long supplier audit data is stored for At least 12 months
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 accreditations Yes
Any other security accreditations Conforms to ISO27001, not officially accredited

Security governance

Security governance
Named board-level person responsible for service security Yes
Security governance accreditation Yes
Security governance standards ISO/IEC 27001
Information security policies and processes All of VisionWare's services team have undergone Enhanced Disclosure background checks. All staff undergo structured induction training which includes the correct and secure handling of information and are made aware of the company's security policy and incident escalation reporting procedure. There are three key individuals who oversee the security of information from a technical and support service perspective: [Paul James – VP Product Development[, [Gary Stalker - VP Technical Services], [Ross McIntosh - Chief Operating Officer]. Whilst the MultiVue ‘Golden Record’ provides a complete view or a person, property or organisation, which is made up from multiple data sources, the origins of each data source are maintained. This means that it is always possible to trace the data back to each data source system and to ensure that information is only shared in line with the governance processes determined by those systems. Information is only therefore shared where it is appropriate and legal to do so, particularly where it has been captured in the first place for a specific reason

Operational security

Operational security
Configuration and change management standard Supplier-defined controls
Configuration and change management approach Product enhancement requests are captured by the Product Management Team and then presented to our internal Product Review Board (PRB). Once the changes have been agreed and prioritised, they are passed to Product Development to add to a subsequent release. The customer will be notified at each stage of the process and provided a release schedule. VisionWare implement an Agile Development approach with tasks split into manageable iterations. Prior to the start of each iteration VisionWare determine what will be delivered within the development period and taken from the product road-map.
Vulnerability management type Supplier-defined controls
Vulnerability management approach MultiVue logs key events to the Windows Event log which can be interrogated by IT monitoring tools to identify system warnings. MultiVue also retains an audit trail of key user events on interactions with the user interface. This includes logging in to the system, amendments to configuration and domain models as well as actions such as search, record manipulation and record viewing. Each event is time-stamped using the Windows Server time-stamp and meta data about the origin of the event, including the user, is retained.
Protective monitoring type Supplier-defined controls
Protective monitoring approach MultiVue logs key events to the Windows Event log which can be interrogated by IT monitoring tools to identify system warnings. MultiVue also retains an audit trail of key user events on interactions with the user interface. This includes logging in to the system, amendments to configuration and domain models as well as actions such as search, record manipulation and record viewing. Each event is time-stamped using the Windows Server time-stamp and meta data about the origin of the event, including the user, is retained.
Incident management type Supplier-defined controls
Incident management approach Any potential security incident will be logged and reported initially to a line manager. Depending upon the severity of the incident, it may then be escalated to the Chief Operating Officer and ultimately the Chief Executive Officer. Any direct impact on a customer or their data will be communicated immediately and an appropriate remedy agreed upon.

Secure development

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

Public sector networks

Public sector networks
Connection to public sector networks Yes
Connected networks
  • Public Services Network (PSN)
  • New NHS Network (N3)
  • Other

Pricing

Pricing
Price £3400 per instance 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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