Elected Technologies

Caseworker.gov

Caseworker.gov provides a simple, easy to use platform for casework, correspondence and request tracking for elected members, political groups, and correspondence, complaints or FOI teams. Unlike many CRM products Caseworker.gov is built from the ground up for the task of managing correspondence and requests.

Features

  • Case management
  • Email and letter templates
  • Real-time statistics and dashboards
  • Automated data entry
  • Correspondence management
  • Workflow management
  • FOI and complaint tracking
  • Internal and external contacts
  • Reporting and analytics
  • Collaborative working

Benefits

  • Easy to use system makes correspondence and case management simple
  • Email and letters templates save hours of time
  • Provides accountability and understanding; enhanced through live statistics and reporting
  • Data entry automation ensures standardisation and efficiency
  • Automatic logging makes FOI, complaint, correspondence or case tracking simple
  • Maximises collaborative working while ensuring accessibility
  • Simple contact lists ensures work goes where it needs to
  • Rapid deployment from our experienced set up team
  • Inclusive expert support takes burden off your organisation
  • Improved workflow for thousands of users, including over 60% MPs

Pricing

£15 per licence per month

Service documents

Framework

G-Cloud 11

Service ID

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

Contact

Elected Technologies

Adam Richards

0333 344 1225

sales@electedtechnologies.com

Service scope

Service scope
Software add-on or extension No
Cloud deployment model Public cloud
Service constraints Whilst there is no limit to the file size able to be uploaded to the system, there is a 20MB limit on files sent via email out of the system.
System requirements Internet or mobile data connection

User support

User support
Email or online ticketing support Email or online ticketing
Support response times All support requests are triaged for urgency. Users can expect an initial acknowledgment within 2 - 4 hours when a support enquiry is placed within office hours (9-5pm Monday to Friday).
User can manage status and priority of support tickets No
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 Our support team is contactable via email and telephone from Monday to Friday between 0900 and 1700 (excl. public holidays), as part of your subscription cost. Onsite training is also available at additional cost charged by the day.
Support available to third parties Yes

Onboarding and offboarding

Onboarding and offboarding
Getting started During the setup process, we run discovery days to fully understand the users' requirements in order to ensure the application is appropriately deployed. Following setup, we provide optional onsite training at additional cost. Alternatively there are a range of tutorial videos available via our YouTube channel, along with an end-to-end manual.
Service documentation Yes
Documentation formats
  • HTML
  • PDF
End-of-contract data extraction All user data can be extracted upon request which will be provided in a secure format.
End-of-contract process All data added to the system will be extracted and provided to the customer in a secure machine readable format.

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 Full service on all devices.
Service interface No
API No
Customisation available Yes
Description of customisation As part of our discovery and setup process each installation of Caseworker.gov is customised to an organisation with amongst other things letterheads, signatures/scanned signatures, sending outgoing email addresses, fonts, case types and categories

Scaling

Scaling
Independence of resources The underlying Google Cloud infrastructure on which Caseworker.gov is hosted allows for a range of scaling options for a Caseworker.gov installation from automatic to manual intervention.

Caseworker.gov servers are constantly monitored by automatic systems for metrics such as CPU, memory and network usage. Alerts are set to notify Elected Technologies engineers in the event that any of these metrics are approaching upper bounds and automatic scaling begins.

Data storage, both file and database is automatically scaled by the Google Cloud infrastructure meaning that a single user cannot impact on storage availability of another.

Analytics

Analytics
Service usage metrics Yes
Metrics types Custom reports provided by our internal support function if required.
Reporting types Reports on request

Resellers

Resellers
Supplier type Not a reseller

Staff security

Staff security
Staff security clearance Other security clearance
Government security clearance None

Asset protection

Asset protection
Knowledge of data storage and processing locations Yes
Data storage and processing locations
  • United Kingdom
  • European Economic Area (EEA)
  • EU-US Privacy Shield agreement locations
User control over data storage and processing locations No
Datacentre security standards Managed by a third party
Penetration testing frequency Less than once a year
Penetration testing approach In-house
Protecting data at rest
  • Physical access control, complying with CSA CCM v3.0
  • 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
  • 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 importing and exporting
Data export approach There are functions in the system that allow certain data to be exported by end users and we would be able to assist for further requests.
Data export formats
  • CSV
  • Other
Data import formats
  • CSV
  • Other
Other data import formats
  • XLS
  • SQL

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)
  • IPsec or TLS VPN gateway

Availability and resilience

Availability and resilience
Guaranteed availability The Caseworker.gov terms of service includes a Service Level Agreement with a 99% uptime commitment and a mechanism for the claim of service credits in the event that this SLA is not met.

If ELECTED TECHNOLOGIES does not meet the Caseworker.gov SLA, THE CUSTOMER will be eligible to receive the Service Credits described below.

Service Credit: means the following:
Monthly Uptime Percentage / Days of Service added to the end of
the Service Term
< 99.0 % - >= 98.0% / 3 days
< 98% - > 94% / 7 days
< 94% / 15 days.

Additional information is available on request.
Approach to resilience Google’s underlying Cloud Platform infrastructure protects the Caseworker.gov service from a large range of typical downtime causes such as network connectivity issues (Google Data centres include multiple redundant network links) and physical hardware failure. Google Cloud provides automatic and transparent VM migration allowing virtual machine workloads to be automatically and transparently transferred from one piece of physical compute hardware to another without downtime. Google’s underlying storage systems automatically chunk and replicate data across physical storage to ensure physical hardware failures or events do not result in inability to access data or loss of data.

Elected Technologies’ approach to application updates regarding the Caseworker.gov service works to SRE (Site Reliability Engineering) principles and managed availability budgets. Regardless of testing results new code is only deployed to production if the team considers there to be an appropriate availability budget remaining within the SLA. This approach ensures that new code that despite testing could introduce an issue into the application is not deployed if it is likely to mean that the SLA is breached. Additionally the new code rollout process requires that any deployment of new code has a rollback plan in the event of an instability being introduced.
Outage reporting Alerts are issued for service outages by email.

Identity and authentication

Identity and authentication
User authentication needed Yes
User authentication
  • 2-factor authentication
  • Username or password
Access restrictions in management interfaces and support channels Administrator accounts are available via username and password, accompanied by two-factor authentication.
Access restriction testing frequency At least once a year
Management access authentication
  • 2-factor authentication
  • Username or password

Audit information for users

Audit information for users
Access to user activity audit information Users contact the support team to get audit information
How long user audit data is stored for Between 1 month and 6 months
Access to supplier activity audit information Users contact the support team to get audit information
How long supplier audit data is stored for Between 1 month and 6 months
How long system logs are stored for Between 1 month and 6 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 The Caseworker.gov service is delivered under Elected Technologies’ Security Policy which provides a framework for the operation of Elected Technologies Service and business. Under the policy, the CEO of Elected Technologies has responsibility for security of all Elected Technologies Services, ensuring reporting to the Board of associated risks and meeting regulatory and legal requirements.

The underlying Google Cloud Platform services and data centres used to deliver Caseworker.gov have the following certifications:
ISO 27001:2013
ISO 27017:2015
ISO 27018:2014
Information security policies and processes The Caseworker.gov service is delivered under Elected Technologies’ Security Policy which provides a framework for the operation of Elected Technologies Service and business. Under the policy, the CEO of Elected Technologies has responsibility for security of all Elected Technologies Services, ensuring reporting to the Board of associated risks and meeting regulatory and legal requirements.

Operational security

Operational security
Configuration and change management standard Supplier-defined controls
Configuration and change management approach All configuration or code changes within the Caseworker.gov service must go through our Change Request and Approval Process with a pre-defined list of questions to be answered.

All requests are logged into a central document, with approval by a member of the senior management team required. The date and time and the member of staff who made the change is also logged. Under Elected Technologies’ policies a senior manager cannot approve their own changes.

All code changes and their authors are tracked within our code repositories and reviewed by the service owner before being released to the Master branch.
Vulnerability management type Supplier-defined controls
Vulnerability management approach Elected Technologies follows the NCSC’s guidance on vulnerability Management and utilises the OpenVAS Vulnerability Assessment System to regularly scan its Virtual Machines for vulnerabilities.

Identified vulnerabilities are triaged based on OpenVas’ identification of their severity (low, medium, high) and are recorded as either “fix”, “acknowledge” or “investigate” by the vulnerability assessment team on the basis of their impact on the service and the data stored within the service.

Patch management is primarily handled automatically within the Caseworker.gov Virtual Machine however application of any patches outside of this are applied based on the NCSC guidance on patching.
Protective monitoring type Supplier-defined controls
Protective monitoring approach Elected Technologies actively monitors a number of metrics on the virtual compute and other Google Cloud Platform infrastructure used by the Caseworker.gov service that could signify unusual or malicious activity. These metrics include but are not limited to inbound and outbound network traffic, CPU utilisation, memory usage and number of active connections. Any movement of these metrics out of normal bounds results in an automated alert to Elected Technologies technical staff and manual investigation.

Failed login attempts to a Caseworker.gov installation using the Caseworker.gov built in authentication flow are also logged and automated notifications sent to Elected Technologies technical staff.
Incident management type Supplier-defined controls
Incident management approach Elected Technologies’ incident management policy covers a security event that may affect confidentiality, integrity or availability of the Caseworker.gov service or data held on it. The policy is structured around the NIST guideline NIST SP 800-61 on handling incidents and specifies courses of action, procedures for notification, escalation, mitigation and documentation required.

Security incidents or vulnerabilities identified by external organisations can be reported to any publicly listed contact detail for Elected Technologies.

All security related points of contact are to be immediately forwarded to the Head of Technology and the CEO for handling by the Incident Management Policy.

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 No

Pricing

Pricing
Price £15 per licence per month
Discount for educational organisations No
Free trial available No

Service documents

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