Assistance Manager is a simple, modern, secure enterprise level emergency response system. The solution is designed to efficiently capture and manage information from the outset of an event, maintaining a single view of an emergency that can be seen and updated by central control units and distributed rapid response teams.
- Integrated capabilities support call handling, response management and event response
- Browser based, accessible through many device types by responsive design
- Intuitive and easy to use, includes end user self service
- Configurable automatic prioritisation of cases
- Integrated information and documentation management
- Remote access and offline capability
- Instant situation dashboard views
- Integrated mapping and real-time plotting of people
- Multi-channel: Call handler, SMS communication and public online form
- Security assured and accredited inline with UK Government GSC
- Integrated toolset bound by a single sign on (SSO) capability
- Response team can quickly activate and access system securely
- Unfamiliar users can operate quickly and effectively
- Supports pressured response team prioritisation of people requiring assistance
- Centralised hub of information to prepare and support response team
- Users can continue to operate system with intermittent internet connectivity
- Wider response team can access the real-time information from anywhere
- Mapping dashboard enables response team to prioritise and target effort
- Multiple communication channels for public and response team to communicate
- Assured across a number of UK Government GSC tiers
£3000 per unit per month
- Free trial available
- Pricing document
- Skills Framework for the Information Age rate card
- Service definition document
- Terms and conditions
Agile Byte Ltd
|Software add-on or extension||No|
|Cloud deployment model||
|Service constraints||The intellectual property rights for this code base is shared between Agile Byte Limited and HMG. This means you may benefit from other government enhancements of the product.|
|Email or online ticketing support||Email or online ticketing|
|Support response times||Response is within the SLA|
|User can manage status and priority of support tickets||Yes|
|Online ticketing support accessibility||None or don’t know|
|Phone support availability||24 hours, 7 days a week|
|Web chat support||No|
|Onsite support||Yes, at extra cost|
Support costs are based on the subscription bands:
1. Standard (UK) business hours (09:00-17:30) (Included)
2. Standard Plus optional 24x7 cover for a limited period (Based on SFIA day rate)
3. Enhanced 24x7x365 cover (Based on the 100+ users band)
We provide a technical account manager and cloud support engineer on call.
|Support available to third parties||Yes|
Onboarding and offboarding
|Getting started||Approach can be tailored to meet specific customer requirements for service start-up. This can include onsite training, online access to a demonstration and training environment with associated user documentation.|
|End-of-contract data extraction||Case management details can be exported to CSV or other output formats by agreement.|
|End-of-contract process||The ability to export data is included. If the customer requires any specific off boarding activities such as handover to new suppliers, or data transformation to support migration, these will be planned in detail and costed separately.|
Using the service
|Web browser interface||Yes|
|Application to install||No|
|Designed for use on mobile devices||Yes|
|Differences between the mobile and desktop service||The service has responsive design built-in to work with a wise number of mobile devices and screen sizes.|
|Accessibility standards||None or don’t know|
|Description of accessibility||The interface was designed by government staff to assist in the management of a crisis overseas - the assistance service is a copy of this system.|
|Accessibility testing||The government department did comprehensive testing of the interface and test cases where performed using the assistive technology interfaces|
|What users can and can't do using the API||SMS gateway interface|
|API documentation formats||HTML|
|API sandbox or test environment||No|
|Description of customisation||
The service is fully customisable.
The product can be configured through the application administration features e.g Case prioritisation, affected area, user access rights.
The product can also be customised further to meet specific customer requirements.
|Independence of resources||
The hosting of the service will be proactively monitored and resources assigned automatically upon alerts.
Customers can purchase dedicated capacity upon request.
|Service usage metrics||No|
|Supplier type||Not a reseller|
|Staff security clearance||Other security clearance|
|Government security clearance||Up to Developed Vetting (DV)|
|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||
|Data sanitisation process||Yes|
|Data sanitisation type||Explicit overwriting of storage before reallocation|
|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||Users can export cases via the application or raise service desk call for more complex data extractions.|
|Data export formats||
|Other data export formats||
|Data import formats||
|Other data import formats||
|Data protection between buyer and supplier networks||
|Data protection within supplier network||
Availability and resilience
|Guaranteed availability||99.9% availability in line with IaaS Service layer.|
|Approach to resilience||
The architecture provides VM redundancy across a scalable and load balanced landscape.
Active-passive model of service is implemented across two data centres or disaster recovery.
Further details are available on request.
|Outage reporting||Email Alerts|
Identity and authentication
|User authentication needed||Yes|
|Access restrictions in management interfaces and support channels||
Assistance Manager can provide a split model of application and data separated across different classifications or IaaS providers if desired.
The solution utilises security features including robust RBAC to ensure that information is only
provided to appropriately authorised users. The application is pre-configured to control access at several levels of granularity: To Crisis Files, or functionality within Crisis Files.
To assist with managing access to large numbers of objects, the following attributes can also be assigned: User Roles - Additional users can be added by granting access to Roles. Usage Rights - Users can be configured as Reviewers or Editors.
|Access restriction testing frequency||At least once a year|
|Management access authentication||Public key authentication (including by TLS client certificate)|
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||User-defined|
Standards and certifications
|ISO/IEC 27001 certification||No|
|ISO 28000:2007 certification||No|
|CSA STAR certification||No|
|Other security certifications||Yes|
|Any other security certifications||Cyber Essentials|
|Named board-level person responsible for service security||Yes|
|Security governance certified||Yes|
|Security governance standards||Other|
|Other security governance standards||UK Government Security Policy Framework and the Government Security Classification Policy.|
|Information security policies and processes||Internal security policies and processes in line with ISO27001.|
|Configuration and change management standard||Supplier-defined controls|
|Configuration and change management approach||Internal process follow the ITIL standards. Asset logs is managed and kept up to date when changes occur.|
|Vulnerability management type||Supplier-defined controls|
|Vulnerability management approach||
The accreditation process is on-going and yearly ITHC's are conducted. The output of these yearly ITHC's are converted into a Risk Treatment Plan which is actively managed until all issues are reviewed and/or mitigated.
Major updates trigger ITHC and associated activity as described above.
Security is baked into the application by design. Our security experts provide on site support for this Service.
|Protective monitoring type||Undisclosed|
|Protective monitoring approach||
A number of monitoring tools are employed to monitor the Application and business processes. Alerts are triggered upon thresholds exceeded.
Further details are available upon request.
|Incident management type||Supplier-defined controls|
|Incident management approach||
Agile Byte actively manage incidents in line with ITIL best practices.
Incidents are reported through our standard support help desk processes.
|Approach to secure software development best practice||Conforms to a recognised standard, but self-assessed|
Public sector networks
|Connection to public sector networks||No|
|Price||£3000 per unit per month|
|Discount for educational organisations||No|
|Free trial available||Yes|
|Description of free trial||A full copy of Assistance Manager for a 1 month period upon request|