Fincore Limited

Finworks Case Management Platform

Finworks is a secure, fully featured, extensively configurable, structured case management platform supporting user defined case records and workflows. It facilitates secure collaboration, case and task prioritisation, document management, reporting and service monitoring, legacy systems integration and advanced data handling (e.g. automating applicant vetting, invoicing)

Features

  • User defined case data structures, business rules and workflows
  • Powerful collaboration capabilities; ideal for secure multi-organisation workflows
  • Task management, prioritisation and escalation
  • Powerful management information, reporting and audit trail capabilities
  • Granular role and individual information field security permissions
  • Open APIs for easy integration to legacy and other systems
  • Content management system and CRM interfaces including SharePoint and Salesforce
  • Tablet and mobile ready
  • Interfaces to Finworks’ Data Management Platform for powerful data processing

Benefits

  • Fast on-boarding; team experienced in rapid alpha/beta deployments
  • Efficient workflow configured specifically to your organisation’s needs
  • Substantial reductions in case cycle times
  • Secure working with citizens, suppliers and other agencies
  • Supports direct web interaction with citizens
  • Can handle complex interactions with databases and other data sources
  • Provides real time business intelligence
  • Powerful audit and work monitoring/review capabilities
  • Secured to government standards
  • Well established for mission critical deployments in the public sector

Pricing

£21 per user per month

  • Education pricing available

Service documents

Framework

G-Cloud 11

Service ID

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

Contact

Fincore Limited

Marcelle von Wendland

+44 (0)207 397 0620

mvw@fincore.com

Service scope

Software add-on or extension
No
Cloud deployment model
  • Public cloud
  • Private cloud
  • Community cloud
  • Hybrid cloud
Service constraints
Please see our Service Definition document for details of the service. This includes a section on customer technical requirements and also details support and maintenance arrangements
System requirements
  • Browser as per our browser specifications
  • Reasonably modern PC/mobile device
  • Sufficient bandwidth to access the service

User support

Email or online ticketing support
Email or online ticketing
Support response times
In accordance with an agreed support SLA. Normally within 1 Hour on Weekdays between 9 am and 5pm but can cover 24/7/365.
User can manage status and priority of support tickets
Yes
Online ticketing support accessibility
WCAG 2.1 AA or EN 301 549
Phone support
Yes
Phone support availability
9 to 5 (UK time), Monday to Friday
Web chat support
Yes, at an extra cost
Web chat support availability
9 to 5 (UK time), Monday to Friday
Web chat support accessibility standard
WCAG 2.1 AA or EN 301 549
Web chat accessibility testing
Tested with standard browsers.
Onsite support
Yes, at extra cost
Support levels
We customise our support arrangements according to your individual needs. Support can be provided on either an SLA or capped effort basis, with support hours and SLA terms agreed according to your specific requirements. Support is provided by an expert team, and we have a reputation for building systems that in any case are easy to use and require little support. Please see our Service Definition document and Pricing for further details of our support arrangements
Support available to third parties
Yes

Onboarding and offboarding

Getting started
Our service is designed to be extremely easy to use, to the extent that some customers do not feel any need to train their staff to use it. We can however provide training, train-the-trainer support for in-house training, and relevant documentation as needed. We can also provide a full range of onboarding, configuration and other implementation services. Please see our Service Definition and Pricing documents for details
Service documentation
Yes
Documentation formats
  • HTML
  • PDF
End-of-contract data extraction
Finworks can provide an extract of the database in XML, CSV or ODF format and any stored files in their provided document format. Alternatively, users can directly extract all customer data and files using the service's API
End-of-contract process
Please see the Exit Plan section of our Service Definition document

Using the service

Web browser interface
Yes
Supported browsers
  • Internet Explorer 11
  • Microsoft Edge
  • Firefox
  • Chrome
  • Safari 9+
Application to install
No
Designed for use on mobile devices
Yes
Differences between the mobile and desktop service
Our mobile service is provided through responsive design. All core features can be used on mobile devices that meet the browser requirements, but certain functions (e.g. where large amounts of data need to be viewed on screen) are best undertaken on a PC or tablet with a suitable screen size
Service interface
Yes
Description of service interface
All key capabilities can be accessed and integrated through our service interface. This allows seamless integration with other services, platforms, websites, apps and applications.
Accessibility standards
WCAG 2.1 AA or EN 301 549
Accessibility testing
Tested with standard browsers.
API
Yes
What users can and can't do using the API
The service provides an Application Programming Interface (API) which can be exposed as RESTful and SOAP-based web services. There are numerous calls, which focus on: (i) creating, updating and extracting data (all customer data can be extracted or input using the APIs); (ii) allowing users to take action within workflows; (iii) executing most of the system functionality around user management; and (iv) managing data in the service's 'Bulletin Board' (interactive dashboard), 'Workzone' and 'Basket' functions. All the API calls are documented in an interactive web page within the administration interface, with sample calls and example code to aid any team who are programming against it. A test suite, or 'sandbox', can be made available
API documentation
Yes
API documentation formats
  • HTML
  • PDF
API sandbox or test environment
Yes
Customisation available
Yes
Description of customisation
The service is designed to be extensively user customisable in almost every area, including workflows/business processes, forms, reports, bulletin boards (interactive dashboards), livery (for customer branding) and customer-specific data model. The ability to customise a specific instance is predominantly delivered via configuration. Customers can also access and extend the functionality using the extensive API suite

Scaling

Independence of resources
Our DevOps team proactively monitors service performance on our standard (multi-tenanted) service, and will adjust hosting environment parameters as needed to anticipate/address performance issues. Customers can also opt for a dedicated instance of our service, with dedicated application and database virtual machines, for an additional fee. Please see our Service Definition and Pricing documents for further information

Analytics

Service usage metrics
Yes
Metrics types
We usually define a custom set of metrics with our customers as we can extract a very broad range of data from: (i) our application; (ii) our hosting environments; and (iii) our support systems. N.B. Our workflow system provides visualisation of process cycle times and bottlenecks
Reporting types
  • API access
  • Real-time dashboards
  • Regular reports
  • Reports on request

Resellers

Supplier type
Not a reseller

Staff security

Staff security clearance
Other security clearance
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
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 once a year
Penetration testing approach
‘IT Health Check’ performed by a CHECK service provider
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
  • Other
Other data at rest protection approach
We apply a defence in depth approach to the hosting environments we provide
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
Our extensive API suite supports full or partial export of the data in the database and any files stored in their original document formats
Data export formats
  • CSV
  • ODF
  • Other
Other data export formats
  • XML
  • PDF
  • JPG
  • PNG
  • TXT
  • DOC
  • DOCX
  • XLS
  • XLSX
Data import formats
  • CSV
  • ODF
  • Other
Other data import formats
  • XML
  • PDF
  • JPG
  • PNG
  • TXT
  • DOC
  • DOCX
  • XLS
  • XLSX

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
  • Other
Other protection between networks
IP address whitelisting can be applied
Data protection within supplier network
  • TLS (version 1.2 or above)
  • IPsec or TLS VPN gateway
  • Other
Other protection within supplier network
We apply a defence in depth approach within the hosting environments we provide

Availability and resilience

Guaranteed availability
Depending on the hosting and support arrangements in place, we can offer SLA-governed availability levels of up to 99.9% (excluding scheduled downtime) with associated service credits
Approach to resilience
We offer a range of resilience options. Please see our Service Definition document
Outage reporting
We agree outage reporting arrangements flexibly with individual customers to fit in with their own processes

Identity and authentication

User authentication needed
Yes
User authentication
  • 2-factor authentication
  • Public key authentication (including by TLS client certificate)
  • Dedicated link (for example VPN)
  • Username or password
  • Other
Other user authentication
Access over government networks could also easily be provided; all the necessary security provisions are already in place. Likewise, identity federation would be easy to provide and is on our roadmap for delivery over the G-Cloud 9 framework period
Access restrictions in management interfaces and support channels
For our standard service, the Microsoft Azure Management Portal is used to manage the Azure accounts and requires 2 factor authentication. Support access to the Azure infrastructure and servers is via 2-factor authentication across a VPN connection. This VPN is established using public key authentication. Username and password are required for access into the active directory domain. Where hosting with an alternative cloud provider or on premise is requested, access arrangements will be agreed with the customer
Access restriction testing frequency
At least every 6 months
Management access authentication
  • 2-factor authentication
  • Public key authentication (including by TLS client certificate)
  • Dedicated link (for example VPN)
  • Username or password
  • Other
Description of management access authentication
This is secured through two factor authentication

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
Yes
Who accredited the ISO/IEC 27001
UKAS
ISO/IEC 27001 accreditation date
21/9/16
What the ISO/IEC 27001 doesn’t cover
All Fincore's activities are covered, including all activities of our Finworks division
ISO 28000:2007 certification
No
CSA STAR certification
No
PCI certification
No
Other security certifications
Yes
Any other security certifications
Cyber Essentials

Security governance

Named board-level person responsible for service security
Yes
Security governance certified
Yes
Security governance standards
  • ISO/IEC 27001
  • Other
Other security governance standards
Cyber Essentials scheme
Information security policies and processes
Fincore is accredited to the ISO27001 ISMS standard, with a regular programme of internal and external (independent) audit to monitor and maintain compliance. Fincore is also accredited to the ISO9001 quality management standard, and is registered with the Information Commissioner's Office for data protection

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
Changes come from three sources: users/customers, the product manager and the dev/QA team. Configuration and development requirements are specified by a business analyst. The changes are prioritised by a Change Advisory Board. Jira is used to track the lifecycle of these changes. Implementation approaches are reviewed by a solutions architect and a code review takes place during the development process. These reviews ensure that the code is functionally robust and secure. The QA team tests the code before release. We agree UAT, change and release management processes flexibly with individual customers to fit in with their own processes
Vulnerability management type
Conforms to a recognised standard, for example CSA CCM v3.0 or SSAE-16 / ISAE 3402
Vulnerability management approach
We undertake threat reviews when we make changes to our software or infrastructure and when new threats are made public. We carry out regular penetration testing and our CSO monitors security information sources. Our VP Engineering is responsible for addressing any vulnerabilities identified. The speed of patching is proportionate to the level of threat identified
Protective monitoring type
Conforms to a recognised standard, for example CSA CCM v3.0 or SSAE-16 / ISAE 3402
Protective monitoring approach
We have an IDS/IPS in place and anti-malware software on all Windows servers. We collate log files centrally from all relevant system components, and these are reviewed daily by the devops team. When unusual activity is identified, it is escalated to our VP Engineering who, in consultation with our CSO, will determine the appropriate course of action. Uptrends and Microsoft's Azure's Operations Management System and Security Centre are also used for monitoring
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
When incidents occur, they are triaged by a Service Manager who co-ordinates the response in accordance with our ISO27001 policies and procedures. Our team and customers may report incidents by phone or email, or enter them directly into our helpdesk system. Major incidents will be escalated immediately to Director level. The Service Manager provides regular updates and an incident report on resolution

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
No

Pricing

Price
£21 per user per month
Discount for educational organisations
Yes
Free trial available
No

Service documents

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