Agile Byte Ltd

Assistance Manager

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.

Features

  • 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

Benefits

  • 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

Pricing

£3000 per unit per month

  • Free trial available

Service documents

G-Cloud 11

898296951752463

Agile Byte Ltd

James Hodgson

07973 1555968

James.hodgson@agilebyte.co.uk

Service scope

Service scope
Software add-on or extension No
Cloud deployment model
  • Public cloud
  • Private cloud
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.
System requirements
  • Internet connectivity
  • IE11, Chrome and Firefox browser

User support

User support
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 Yes
Phone support availability 24 hours, 7 days a week
Web chat support No
Onsite support Yes, at extra cost
Support levels 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

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.
Service documentation Yes
Documentation formats HTML
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

Using the service
Web browser interface Yes
Supported browsers
  • Microsoft Edge
  • Firefox
  • Chrome
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
API Yes
What users can and can't do using the API SMS gateway interface
API documentation Yes
API documentation formats HTML
API sandbox or test environment No
Customisation available Yes
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.

Scaling

Scaling
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.

Analytics

Analytics
Service usage metrics No

Resellers

Resellers
Supplier type Not a reseller

Staff security

Staff security
Staff security clearance Other security clearance
Government security clearance Up to Developed Vetting (DV)

Asset protection

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
  • Scale, obfuscating techniques, or data storage sharding
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 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
  • CSV
  • Other
Other data export formats
  • JSON
  • KML
Data import formats
  • CSV
  • Other
Other data import formats
  • JSON
  • KML

Data-in-transit protection

Data-in-transit protection
Data protection between buyer and supplier networks
  • Private network or public sector network
  • 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 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

Identity and authentication
User authentication needed Yes
User authentication
  • Identity federation with existing provider (for example Google Apps)
  • Limited access network (for example PSN)
  • Username or password
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

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

Standards and certifications
ISO/IEC 27001 certification No
ISO 28000:2007 certification No
CSA STAR certification No
PCI certification No
Other security certifications Yes
Any other security certifications Cyber Essentials

Security governance

Security governance
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.

Operational security

Operational security
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.

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 £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

Service documents

pdf document: Pricing document pdf document: Skills Framework for the Information Age rate card pdf document: Service definition document pdf document: Terms and conditions
Service documents
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