Prodo Digital Marketing Ltd

Franklin

Franklin is a subscription based self-service portal for housing associations that can be deployed in minutes, is fully content manageable and can integrate easily with almost any housing system. The platform allows tenants to undertake rent and repairs transactions through a secure personal account via any device at any time.

Features

  • Secure login & registration for multiple tenure types
  • Secure API integration with housing systems or CSV data upload
  • Tenants can view & download their own rent statements
  • Link to payment provider for rent payments
  • Track upcoming & historic repairs
  • Fully configurable repairs diagnosis & self-help tool
  • Report repairs with text & photo upload and scheduling
  • Fully responsive and mobile optimised for any device
  • Manage & view both personal & tenancy information
  • Manage multiple tenancies from a single account

Benefits

  • Rapid deployment - up & running in four minutes
  • User-centric design promotes transactions
  • End-to-end repairs helps reduce call centre demands
  • Fully configurable to fit brand look & feel
  • 24/7/365 access to services for tenants
  • Service SO, Market Rent & General Needs from one portal
  • Very low cost to use with multiple subscription types
  • Low effort to implement & fast to deploy
  • New features & upgrades at no additional cost
  • Upgrade at any time to unlock more functionality

Pricing

£0 to £1575 per instance per month

  • Free trial available

Service documents

Framework

G-Cloud 11

Service ID

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

Contact

Prodo Digital Marketing Ltd

Clare Parkes

0843 634 0998

Tenders@prodo.com

Service scope

Software add-on or extension
No
Cloud deployment model
Private cloud
Service constraints
This is a subscription based software service so functionality is limited to what comes as part of the product. However, we are an agile team, so we encourage customers to work with us to influence the priority of upcoming planned development work and request new features. Some functionality, such as repair scheduling or payments integrations are dependent on third party platforms being available to integrate Franklin with however functionality can be toggled on/off from the back office if such systems are not in place.
System requirements
  • API access for housing systems to integrate with (optional)
  • Access to tenant data in CSV format (if no API)

User support

Email or online ticketing support
Email or online ticketing
Support response times
We will acknowledge receipt of all issues immediately. Critical issues will be picked up immediately with a response within one business hour. Response times at weekends will differ.
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
Subscribers can submit feature requests and issues at any time during their subscription. Critical issues will be dealt with immediately and feature requests will be added to the Product backlog and either merged with other requests or planned work, or prioritised for a future release. There is no cost for this service.

New subscribers will be guided through setting up their new portal and trained in how to use it by a customer success representative for a one off cost of £1,500. This will encompass support with every aspect of setup and configuration over a series of sessions.

The customer success representative will undertake a quarterly review with subscribers at no additional cost to ensure they are getting the most value out of their investment and be available for monthly check-ins for ad-hoc troubleshooting.
Support available to third parties
Yes

Onboarding and offboarding

Getting started
We provide a supported onboarding service for all new customers that guides them through the end-to-end setup of the portal. In addition, the back office contains full instructions and detailed information on each of the settings to describe what the function does and what effect it has for users on the frontend.
Service documentation
Yes
Documentation formats
  • HTML
  • Other
Other documentation formats
Detailed help information in the system back-office
End-of-contract data extraction
Franklin is a condit for data being passed from housing system and surfaced to the end-user and as such, minimal data is held within the system.

However, data on registered users can be extracted on request for the purposes of pre-registering them an any new, replacement system.
End-of-contract process
Franklin subscribers will be able to cancel their contract by giving notice 3 months prior to the renewal date. Should a subscriber wish to cancel, the service will be terminated the day after renewal is due.

Any extension to the contract in order to facilitate transition to another system will be charged pro-rata upon agreement and any data extract needed will be charged as a one off fee.

Using the service

Web browser interface
Yes
Supported browsers
  • 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
This is a mobile first product; mobile and desktop users have access to exactly the same functionality.
Service interface
Yes
Description of service interface
Franklin's user interface is designed to work on any device and has been works effectively across mobile, tablet and desktop devices to enable tenants to self-serve. It has built in accessibility tools that enable high contrast mode and text size adjustment plus ability to deploy screenreader technology like Browsealoud as well as Google translate.
Accessibility standards
WCAG 2.1 A
Accessibility testing
N/A
API
Yes
What users can and can't do using the API
The Franklin API is built into the service providing a common interface the enables Franklin to receive and transmit data from housing systems securely via oAuth 2.0, powering the product.

For each integration we build, a connector is built to link the housing system owned by the client to the Franklin API and therefore the portal front-end, As such, the API is wholly controlled and managed by the Franklin team and we don't currently provide an interface for customers to built their own connectors.
API documentation
No
API sandbox or test environment
No
Customisation available
Yes
Description of customisation
The portal dashboard, content, page titles, logos, favicons as well as the addition of custom pages can, subject to the subscription tier selected, be customised and controlled via the back office CMS by the buyer.

In addition, registration criteria, data mapping from CSV import as well as fonts, system colours, metadata, alert banners, navigation and branding can all be managed by a system administrator via the back office.

The repair diagnosis tool is also fully content manageable, giving buyers the ability to add unlimited diagnosis routes, self-help outcomes as well as add SOR and trade codes to repair outcomes and control which user groups see which repair journeys.

Scaling

Independence of resources
Franklin is hosted on scalable, private cloud servers, with each portal instance linked to completely separate databases and having unique authentication via oAuth 2.0 to the API.

Analytics

Service usage metrics
Yes
Metrics types
Number of registered users, sessions, devices, self-service processes completed, logins

Resellers

Supplier type
Not a reseller

Staff security

Staff security clearance
Staff screening not performed
Government security clearance
None

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
No
Datacentre security standards
Managed by a third party
Penetration testing frequency
At least once a year
Penetration testing approach
Another external penetration testing organisation
Protecting data at rest
Encryption of all physical media
Data sanitisation process
No
Equipment disposal approach
A third-party destruction service

Data importing and exporting

Data export approach
The Franklin portal is a conduit for data, so when integrated via an API no data is stored, other than that needed to facilitate membership to the system.

If using the CSV import tool, registered system administrators can download the current data set at any time via the back office. Any data updated by tenants can be downloaded from here too.

This can also be done on a scheduled basis, with CSV data being imported and exported to/from a secure FTP location.
Data export formats
CSV
Data import formats
CSV

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

Guaranteed availability
99.8% network uptime guarantee
Approach to resilience
Available on request
Outage reporting
Email alerts

Identity and authentication

User authentication needed
Yes
User authentication
Username or password
Access restrictions in management interfaces and support channels
Access restrictions in management interfaces and support channels can be controlled via the back office by a pre-defined system administrator, in line with the buyer's specific requirement.
Access restriction testing frequency
At least once a year
Management access authentication
  • 2-factor authentication
  • Public key authentication (including by TLS client certificate)
  • Username or password

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
User-defined
Access to supplier activity audit information
Users contact the support team to get audit information
How long supplier audit data is stored for
User-defined
How long system logs are stored for
Between 1 month and 6 months

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

Named board-level person responsible for service security
Yes
Security governance certified
No
Security governance approach
We are currently working towards ISO 27001.

Our internal data security policies have been built in accordance with the GDPR and all staff have are trained and briefed on any changes and made fully aware of the impact of these policies on their work.
Information security policies and processes
Staff and new starters are trained on our internal information security policies and refresher training is undertaken for all staff when changes are made or annually.

We work to the following policies, overseen and maintained by our Operations Director and Board:

Data Breach Policy
Privacy Policy
Data Security Policy
Disaster Recovery
Paper Policy
Mobile Device Policy
Removable Devices Policy
Remote Working Policy
Acceptable Use Policy
Information Awareness Training
Information Classification
Hardware Disposal Policy
Access Controls Policy
Hardware Asset Management
Cryptographic Controls Policy
Security by Design - Development
Patching Policy
Change Control
Roll back policy

Operational security

Configuration and change management standard
Supplier-defined controls
Configuration and change management approach
Internal change management processes are overseen by our Product Manager and Operations Director. Any changes that may potentially
impact security are reviewed and overseen by our Technical Architect and Infrastructure team and subject to vulnerability scanning prior to deployment.

All releases are branched and tracked enabling them to be tied back to the individual who committed them and for rollback to any previous version.
Vulnerability management type
Undisclosed
Vulnerability management approach
Vulnerability scanning, automated and manual testing are used to expose potential threats to the service as well as notifications from OS and hosting providers.

Threats are classified based on impact to systems with any classified as critical being addressed immediately and deployed within hours.

Non-critical threats will be dealt with within 2 to 6 weeks depending on the severity.
Protective monitoring type
Undisclosed
Protective monitoring approach
Potential compromises are identified through a series of automated tools provided by our private cloud hosting provider and others. Regular manual and automated testing is also utilised to highlight potential compromises.

As soon as potential incidents are detected, an internal response process is followed in order to assess damage, prevent further issues and report findings.
Incident management type
Undisclosed
Incident management approach
Our incident response processes involves:

Step 1: Identification and Initial Assessment
Step 2: Immediate Containment and Recovery
Step 3: Risk Assessment and Investigation
Step 4: Notification
Step 5: Evaluation and Response

Any incident not picked up by our automated systems can be reported via email or telephone.

Reports are provided to any affected customers in the form of a completed incident report. Any incidents identified as being 'notifiable' under the GDPR will also be reported to the ICO within 72 hours of us becoming aware of the breach.

Secure development

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

Public sector networks

Connection to public sector networks
No

Pricing

Price
£0 to £1575 per instance per month
Discount for educational organisations
No
Free trial available
Yes
Description of free trial
Franklin is free for organisations with less than 250 homes. This gives such organisations the ability to provide customers with a secure personal account from which they can access rent statements, upcoming and historic repairs and both personal and tenancy information.

Service documents

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