EQUINITI Toplevel - eAppointment

Using our low-code Outreach platform, the eAppointment service helps government to meet the Service Standard and pass GDS assessments. Used globally to offer self-service appointment booking, we improve customer service and save staff time organising diaries. Secure web-based diaries supports both staff-mediated and self-service bookings, and prevents double booking.


  • Appointment Booking to help meet Digital by Default Service Standards
  • Proven enhanced security in line with HMG standards
  • Protect+ infrastructure option meets standards required for OFFICIAL SENSITIVE data
  • Dual Zone encryption option, futureproofs EU Data Protection Act
  • Flexible configuration controls extent of self-service diary bookings
  • System sends automatic reminders, confirmations, lists of required items, etc
  • Staff can adjust settings and configure options to suit requirements
  • Configure eAppointment in-house, use our services or combine the two
  • Comprehensive wizard-driven configuration with toolkits and Open Standards support
  • Open Design Studio and design once use many times capability


  • Easy online booking of appointments with proven high take-up
  • Self service provides more efficient and effective customer service
  • Minimal business process changes needed to accommodate eAppointment
  • Fast and efficient interactions save time, lower costs, improve service
  • Reduce staff time organising diaries and prevent over-booking
  • System manages all bookings, reminders, confirmations, performance monitoring and reporting
  • Low code COTS solution; quick to set up and deploy
  • Government strength security built in with CLAS level security testing
  • Inclusive customer interface, supports all browsers, tablets and smartphones
  • Integrates fully with your website providing a seamless customer experience


£35.00 a user a month

Service documents

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G-Cloud 12

Service ID

8 3 8 1 5 0 4 6 9 7 7 8 9 2 4


Toplevel Alex Cook
Telephone: 01453 852700

Service scope

Software add-on or extension
Cloud deployment model
  • Public cloud
  • Private cloud
  • Community cloud
Service constraints
System requirements
  • Internet access
  • Web browser

User support

Email or online ticketing support
Email or online ticketing
Support response times
Target response times vary according to incident severity:

Critical - 2 working hours, Severe - 4 working hours, Disruptive - 6 working hours, Minor & Test environment - 12 working hours.

At weekends, live service monitoring ensures that customer support staff are contacted if a service becomes unavailable.
User can manage status and priority of support tickets
Online ticketing support accessibility
None or don’t know
Phone support
Phone support availability
9 to 5 (UK time), Monday to Friday
Web chat support
Onsite support
Yes, at extra cost
Support levels
We offer support packages of various sizes with buyer agreed SLAs. Support is charged on a time basis, at an agreed rate. Toplevel provide access to a technical account manager. We also provide buyers with a published escalation route.
Support available to third parties

Onboarding and offboarding

Getting started
Toplevel works proactively with our clients to form a personalised bespoke training and implementation programme which suits individual requirements. On-site training is provided for the Open Design Studio, along with online training videos and user documentation. Further training and onboarding can be requested at any time. Training can be delivered remotely if required, which is particularly useful if clients have teams that are either fully or partly located outside of the UK.
Service documentation
Documentation formats
  • ODF
  • PDF
End-of-contract data extraction
Data is stored in individual cases by design for security purposes and so all data cannot be retrieved from the main interface via a single button click. Users will need to contact Toplevel to discuss the data that needs to be extracted from the system at contract end. We do however provide a service in which customer data can be extracted in a number of standard formats, including XML and CSV, and users can opt to retrieve this data themselves. Bespoke data export services can also be discussed and provided at additional cost.
End-of-contract process
Off-boarding is charged at Toplevel's standard day rate. We will extract all relevant data in a suitable format and deliver it by secure methodology to our end customer and/or the data owners. This normally takes the form of being hand-delivered on an encrypted disk, with individually encrypted files with applicable passwords provided separately. We are happy to engage and work with third party suppliers to ensure a seamless transition when off-boarding a customer, particularly so that end-users aren't affected. We comply with all necessary G-Cloud terms around off-boarding regarding data formats and SLAs.

Using the service

Web browser interface
Supported browsers
  • Internet Explorer 9
  • Internet Explorer 10
  • Internet Explorer 11
  • Microsoft Edge
  • Firefox
  • Chrome
  • Safari 9+
Application to install
Designed for use on mobile devices
Differences between the mobile and desktop service
Service interface
Description of service interface
The service is accessed through web forms configured to suit the business process. All users, citizens, staff users and agencies, use a web browser to access these forms.
Accessibility standards
WCAG 2.1 AA or EN 301 549
Accessibility testing
Deployed services have been tested by an independent accessibility SME.
What users can and can't do using the API
The Toplevel APIs may be configured to allow interaction with screens, forms, processes and workflows from other services; to list, read, create and update cases; to download attachments from cases; and to progress cases through their defined workflow. We will work with clients during onboarding to ensure that APIs are configured correctly.
API documentation
API documentation formats
  • ODF
  • PDF
API sandbox or test environment
Customisation available
Description of customisation
Toplevel’s Open Design Studio, included as standard, is our visual drag-and-drop design toolset that empowers developers and non-developers to flexibly develop, design and update digital interactive services. Open Design Studio combines a ‘Design once, use many times’ capability that allows users to design screens, case workflows, business processes, themes and branding, document layouts, forms and templates once and re-use these for other pages, projects and device types without needing to write code. Agile prototyping allows for fast delivery of working prototypes and provides built-in inclusivity and accessibility compliance. Delivery times can be cut by up to 50% vs bespoke software deployments, and it includes optimised integration, as Open Design Studio provides greater flexibility for customers using Service Orientated Architectures (SOA).
An administrative console enables the setting up of users and groups of users, defining roles they may undertake and therefore whether they may customise the service or simply act on cases in the service, and it is up to the client to determine who can make any necessary changes to the system.


Independence of resources
We segregate environments so they do not impact on each other. We scale environments appropriately when designing and keep them under constant review by monitoring hardware metrics. In addition, a dedicated hardware team monitors the overall hosting solution using specialist technology to ensure the overall system and individual solutions always run with a significant amount of spare capacity at all times - which means that end users are not adversely affected during peak demands.


Service usage metrics
Metrics types
We provide the following on a monthly basis as part of the service performance report:
System uptime, Number of page requests, Server response times, Toplevel's performance on all raised and closed issues with the service desk against agreed SLA/KPIs, User numbers, Additional metrics are available on request.
Reporting types
  • Regular reports
  • Reports on request


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
Data storage and processing locations
United Kingdom
User control over data storage and processing locations
Datacentre security standards
Managed by a third party
Penetration testing frequency
At least once a year
Penetration testing approach
‘IT Health Check’ performed by a CHECK service provider
Protecting data at rest
  • Physical access control, complying with another standard
  • Scale, obfuscating techniques, or data storage sharding
  • Other
Other data at rest protection approach
Our Dual Zone encryption is available that uses standard AES-256 encryption.
Data sanitisation process
Data sanitisation type
Deleted data can’t be directly accessed
Equipment disposal approach
A third-party destruction service

Data importing and exporting

Data export approach
Toplevel's products use fully documented open APIs and web services allowing for integration to external services. We also use standards-based integration, supporting exchanging data using open data standards such as XML, PDF, CSV and SQL databases, that is point-and-click integration delivered out-of-the-box requiring minimal configuration. We also partner with Scribe, which operates as a product-to-product integration requiring no programming, for an additional approach to data export at extra cost.
Data export formats
  • CSV
  • Other
Other data export formats
  • XML
  • Direct to SQL database
Data import formats
  • CSV
  • Other
Other data import formats

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
  • TLS (version 1.2 or above)
  • IPsec or TLS VPN gateway
  • Legacy SSL and TLS (under version 1.2)
  • Other
Other protection within supplier network
We have segregation at an infrastructure level. This includes Access Control Lists, physical access controls and other network segregation technologies. There is also the additional option of separation between public and staff systems (known as Dual Zone) - which provides enhanced security should it be required. Dual Zone is an extension option to our Outreach case management platform that can partition and secure individual records using managed key encryption while still allowing public sector staff, their customers and outside agencies to collaborate seamlessly on cases.

Availability and resilience

Guaranteed availability
We target an SLA for overall system availability of 99.5% minimum over 24/7/365. We regularly exceed this and most customers have an uptime of 100% each month. If we fail to meet 99.5% in a given month, the period of downtime is added on free of charge at the end of the contract.
Approach to resilience
This information is available on request.
Outage reporting
We have a proactive support team on our ITIL-aligned service desk who monitor the service for system outages 24/7/365. Should an outage be detected, our engineers will respond and start resolving the issue as a priority and, in parallel, will contact the nominated customer contact as appropriate. Communication will be via email and/or telephone, and we will discuss with the customer their preferred approach. Extension options are available.

Identity and authentication

User authentication needed
User authentication
  • 2-factor authentication
  • Public key authentication (including by TLS client certificate)
  • Identity federation with existing provider (for example Google Apps)
  • Dedicated link (for example VPN)
  • Username or password
  • Other
Other user authentication
We can also authenticate with Government Gateway, GOV.Verify, GOV.Notify for two-factor authentication, as well as other methodologies including Biometrics.
Access restrictions in management interfaces and support channels
Access is restricted to nominated and cleared personnel from dedicated devices within Toplevel. Management interfaces can be separated from public usage interfaces and access restricted by infrastructural means as well as software, such as by a VPN. Roles Based Access Control (RBAC) is implemented at an application level to ensure appropriate restrictions around visibility and read/write access to all data within the system.
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)
  • Limited access network (for example PSN)
  • Dedicated link (for example VPN)
  • 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
Access to supplier activity audit information
Users contact the support team to get audit information
How long supplier audit data is stored for
How long system logs are stored for

Standards and certifications

ISO/IEC 27001 certification
Who accredited the ISO/IEC 27001
Lloyd's Register Quality Assurance Limited
ISO/IEC 27001 accreditation date
What the ISO/IEC 27001 doesn’t cover
We have a statement of applicability which is available on request.
ISO 28000:2007 certification
CSA STAR certification
PCI certification
Other security certifications
Any other security certifications
  • Pan Government Accreditation
  • Cyber Essentials Plus
  • ISO 27018
  • ISO 27017

Security governance

Named board-level person responsible for service security
Security governance certified
Security governance standards
  • ISO/IEC 27001
  • Other
Other security governance standards
ISO 27017, ISO 27018, Cyber Essentials Plus
Information security policies and processes
We are ISO 27001 UKAS accredited and we have strict protocols to follow when a security incident is detected. We also have internal controls and processes, overseen by a dedicated security team. We host systems that comply with the HMG Security Policy Framework and HMG Information Assurance standards. We host some systems that have a full set of RMADS, and we are ISO 27017 and ISO 27018 accredited. Additionally, we protect personal data with quarterly penetration testing and necessary IT Health Checks, have granular access control to data, and it’s our policy for all staff with access to customer data to be SC cleared. In 2015 we obtained Pan Government Accreditation, resulting in us creating our Protect+ cloud specifically for government customers. We have a unique dual server architecture (Dual Zone) option which allows government, citizens and outside agencies to communicate and participate seamlessly through a single joined-up service while keeping all personal information protected and secure. In 2018 we obtained Cyber Essentials Plus accreditation.

Operational security

Configuration and change management standard
Supplier-defined controls
Configuration and change management approach
We have an ITIL-aligned change management process, of which all changes to our hosted services are assessed for potential security impact. The configuration of the service's software components is managed through documented, ISO9001 accredited processes and the use of Microsoft Team Foundation Server.
Vulnerability management type
Supplier-defined controls
Vulnerability management approach
We have a number of sources for obtaining information about potential threats, including specialist security vendors, platform providers and our in-house security team. We have a policy of ensuring operating systems are patched within 1 week of receiving them from the OS vendor. Antivirus definitions are updated daily and application vulnerabilities are patched immediately upon identification.
Protective monitoring type
Protective monitoring approach
We have proprietary, proactive monitoring programs which run on our systems. These are configured to alert our ITIL-aligned service desk when threats or suspicious behaviour is detected. Our service desk will respond immediately; based on impact analysis the incident will be raised as either Critical or Severe and will be prioritised accordingly. The priority can then be amended following further investigation. Remedial and/or mitigating actions will be taken as appropriate.
Incident management type
Supplier-defined controls
Incident management approach
We have pre-defined processes for each ITIL incident type (Incident, Problem, Change, Advice). These are followed by the team to conclusion and tracked through an incident management system, with appropriate escalation to expert teams. Users report incidents by phone, email or a web interface and receive confirmation with a unique ticket number. Monthly reports are provided to the service owner or service delivery manager. We also offer dedicated service delivery management calls.

Secure development

Approach to secure software development best practice
Independent review of processes (for example CESG CPA Build Standard, ISO/IEC 27034, ISO/IEC 27001 or CSA CCM v3.0)

Public sector networks

Connection to public sector networks


£35.00 a user a month
Discount for educational organisations
Free trial available

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 Tell them what format you need. It will help if you say what assistive technology you use.