Empowering Communities

Domestic Abuse and Sexual Violence Referral and Management Desk

The Domestic Abuse and Sexual Violence Referral and Management Desk is a secure Multi Channel Solution where Teams and Organisations receive secure, encrypted, online referrals, automatically populate a Management Desk, communicate with clients and record all interactions including emails. letters sent, phone calls made, face to face meetings and visits.

Features

  • Provides a single Safeguarding Gateway
  • Creates clear referral pathways
  • Co-ordinated multi-agency responses
  • Manages Team and User Workloads
  • Enhances co-located teams and virtual agencies
  • Mobile friendly display compatible with tablets,iPhone and Android phones
  • Support and enhance Early Intervention work
  • Help identify repeat victims and perpetrators
  • Ability to interface with E-CINS Multi Agency Networking
  • Automatic backups in an ISO 27001:2013 accredited UK datacentre

Benefits

  • Free Help Desk, ticket support, with user guides/video tutorials
  • Reduces the need for multi-agency meetings
  • Removes the barriers to information sharing
  • Analytics and management reports functionality
  • Fast, easy set-up and management
  • No hardware or software to buy or manage
  • Stand alone or integrated capability with larger projects
  • Non-commercially with no user licences and a low total cost
  • Streamlines management and support of victims and the vulnerable

Pricing

£5975.00 per instance

  • Education pricing available
  • Free trial available

Service documents

G-Cloud 10

927736461938652

Empowering Communities

Gary Pettengell

01493 858768

gary@empowering-communities.org

Service scope

Service scope
Software add-on or extension Yes, but can also be used as a standalone service
What software services is the service an extension to Our secure, Domestic Abuse and Sexual Violence Solutions can be used as stand alone systems or integrated and all link to the UK's most widely used multi-agency case management system. This enables service providers to manage, communicate and deliver tailored support to victims and vulnerable people in real time.
Cloud deployment model Private cloud
Service constraints None known at present.
System requirements
  • Use of web browser that supports TLS 1.2 and above
  • Internet connection

User support

User support
Email or online ticketing support Email or online ticketing
Support response times The Helpdesk Support Team can answer most questions or resolve most issues at first contact. Where a question or issue cannot be resolved immediately a ticket is created on our Helpdesk system with an assigned number and priority category which is agreed with the customer. The help desk service is included in the all inclusive annual subscription fee. It is staffed between 0800 - 1700 Monday - Friday, excluding Bank Holidays. tickets are monitored out of hours.
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 Onsite support
Support levels Support levels are included in the annual subscription.

Telephone support between 8am - 5pm Monday-Friday (excluding Bank Holidays).

Monitored email support

Based on the assigned priority level of your log, Empowering-Communities Technical Support will take appropriate action to resolve your question/issue. That is, given the priority level, here's what we will do:

Priority Action To Be Taken:
. P1  Empowering-Communities Technical Support will work on the log full-time, including 
evenings and weekends, until it is resolved or an appropriate workaround is found. 

. P2  Empowering-Communities Technical Support will work on the log full time during normal business hours until it is resolved or an appropriate workaround is found 

. P3  Empowering-Communities Technical Support will work on the log during normal business hours. We will try to resolve the log within 3 days. 

. P4  Empowering-Communities Technical Support will work on the log during normal business hours. We will try to resolve the log within one week. 


Escalating Your Issue:

Empowering-Communities Technical Support has an Alert system in place, based on your log's priority level, that assures that your incident will receive proper attention by the appropriate people as well as other Empowering-Communities departments.
Support available to third parties Yes

Onboarding and offboarding

Onboarding and offboarding
Getting started We provide a consultation service which is included in the on-boarding process. This involves us meeting with key stakeholders and their partners so that we fully understand their vision and aspirations. We also look at what management reports will be needed. This process is carried out on and off site. Onsite training is provided to 'system' champions. User guides, webinars and video tutorials are all included in the on-boarding package.
Service documentation Yes
Documentation formats PDF
End-of-contract data extraction Scheme data can be extracted by the empowering-Communities Team or there is an option for all data to be deleted.
End-of-contract process All Empowering-Communities solutions are based upon a non-commercial, all inclusive package. As a not for profit social enterprise we do not believe in long term contracts. At the end of your contract your data can be deleted of exported. We have never charged for this but to reassure our customers the contract states we will not charge any more than £1,500 for this service.

Using the service

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 Empowering-Communities systems are designed to be mobile friendly. There is no difference between using the systems via a mobile device or a desktop. 'Having our information on E-CINS, which can be accessed remotely, enables our Outreach Team to work outside of the office in
community settings thus providing significant cost and time savings’ Deborah Hooton, Service Manager, Rape Crisis Centre, Nottinghamshire.
Accessibility standards WCAG 2.0 A
Accessibility testing We use a service entitled Tenon.io to analyse the accessibility of our application
API Yes
What users can and can't do using the API Each Domestic Abuse and Sexual Violence Referral and Management Desk has a built-in secure interface (API) with the National Multi-Agency Case Management System E-CINS. This means that any persons in need of multi-agency or more intensive single agency support can be passed through to E-CINS for full case management.
API documentation Yes
API documentation formats PDF
API sandbox or test environment Yes
Customisation available Yes
Description of customisation The Domestic Abuse and Sexual Violence Referral and Management Desk is fully customisable. Users can add in their own custom fields without the need of IT support. New custom fields are automatically added to management report exports. Organisations can brand the system with their own logo if required. The Empowering-Communities Team can assist with creating custom fields and bespoke management reports if required at no additional cost.

Scaling

Scaling
Independence of resources The back-end IT infrastructure has been designed to allow quick and easy scaling of the system. There are load balancers in place to ensure system availability at times of high usage.

Analytics

Analytics
Service usage metrics Yes
Metrics types Each month managers are sent a report showing active users within their team and their last login date. Within the system itself users have the ability to produce reports on how the system is being used down to a team/user level. Specific Bespoke Reports can be produced upon request in conjunction with Customers and Empowering-Communities.
Reporting types
  • Real-time dashboards
  • Regular reports
  • Reports on request

Resellers

Resellers
Supplier type Not a reseller

Staff security

Staff security
Staff security clearance Conforms to BS7858:2012
Government security clearance Up to Security Clearance (SC)

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 No
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 Encryption of all physical media
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 There is a self service csv export for management report data.
Data export formats CSV
Data import formats CSV

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)

Availability and resilience

Availability and resilience
Guaranteed availability From our SLA: System Availability: We aim for 99.9% uptime and so far have achieved this. We also have a service level agreement with our data centre providers who also aim for 99.9% uptime.

The Customer has the right to terminate the agreement if the staff based functions outlined in this agreement are not carried out as agreed in this agreement and only after evidence of poor performance has been given to the Service Provider on at least 3 separate occasions and the Service Provider has been given every opportunity to resolve the situation.
Approach to resilience Information is available on request as we do not want to make this information public.

We are able to present historical evidence of service availability upon request.
Outage reporting Empowering-Communities would notify users by utilising Email Alerting.

Identity and authentication

Identity and authentication
User authentication needed Yes
User authentication 2-factor authentication
Access restrictions in management interfaces and support channels Yes, assured by independent testing of implementation
Access restriction testing frequency At least once a year
Management access authentication
  • 2-factor authentication
  • Dedicated link (for example VPN)
  • Username or password

Audit information for users

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 At least 12 months
Access to supplier activity audit information Users have access to real-time audit information
How long supplier audit data is stored for At least 12 months
How long system logs are stored for Between 6 months and 12 months

Standards and certifications

Standards and certifications
ISO/IEC 27001 certification Yes
Who accredited the ISO/IEC 27001 The Certification Group Limited
ISO/IEC 27001 accreditation date 12/12/2016
What the ISO/IEC 27001 doesn’t cover Nothing
ISO 28000:2007 certification No
CSA STAR certification No
PCI certification No
Other security certifications Yes
Any other security certifications
  • Cyberessentials
  • Cyberessentials Plus

Security governance

Security governance
Named board-level person responsible for service security Yes
Security governance certified Yes
Security governance standards ISO/IEC 27001
Information security policies and processes As Empowering-Communities applications such as E-CINS and EC Connect are used to process Police and Government protectively marked information our Infrastructure has to meet certain security standards and is required to undergo stringent security audits. In relation to the Police Service these are done as part of Police Assured Secure Facility (PASF) audits.

As the data processors Empowering-Communities have implemented an Information Security Management System (ISMS) which includes an accreditation document set describing how Empowering-Communities has implemented the above measures and other controls, e.g. Incident reporting. This is known as a Risk Management and Accreditation Document Set (RMADS) As part of the RMADS, Empowering-Communities provides technical assurance that their solution is secure by undertaking a formal penetration test.

Empowering-Communities employ the services of a specialist CISSP, CCSP security advisor with experience of working within the business area of the Home Office, Police, Border Force and Security services.

Empowering-Communities maintain security associated documentation and processes to assist and support audits and information security assurance processes.

This includes:
Staff vetting to NPPV Level 3
Penetration tests are undertaken in line with the CESG CHECK Scheme.
Participation and support of the National E-CINS Security Working Groups (SWG)

Operational security

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 A full configuration and change management process has been developed as part of our ISO27001:2013 accreditation. This includes separate systems for development, testing and production.
Vulnerability management type Conforms to a recognised standard, for example CSA CCM v3.0 or SSAE-16 / ISAE 3402
Vulnerability management approach A full vulnerability management process has been developed as part of our ISO27001:2013 accreditation. Automatic emails and alerts are received to inform of the discovery of new vulnerabilities. These alerts are from recognised vulnerability management sources such as OSSIM, OTX and Qualys.
Standard patches are installed on monthly basis, with a process for implementing emergency patches quicker.
Protective monitoring type Conforms to a recognised standard, for example CSA CCM v3.0 or SSAE-16 / ISAE 3402
Protective monitoring approach Empowering-Communities utilise the AlienVault USM (Unified Security Management) platform to cover all 12 Protective Monitoring Controls (PMC) needed to achieve GPG 13 compliance.We have put in place a number of applications to interactively monitor and alert on IT infrastructure and network status.E-CINS has Comprehensive Network Protection. The E-CINS network is constantly monitored and undergoes frequent threat assessments to ensure data protection.We also have an Intrusion Detection System (IDS) and Intrusion Prevention System (IPS) that monitor network traffic for malicious activity.
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 A consistent and effective approach is applied to the management of information security incidents. Responsibilities and procedures are in place to handle information security events and weaknesses effectively once they have been reported.
Where evidence is required, it is collected to ensure compliance with legal requirements.

Secure development

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

Public sector networks
Connection to public sector networks No

Pricing

Pricing
Price £5975.00 per instance
Discount for educational organisations Yes
Free trial available Yes
Description of free trial We offer a 6 month no risk trial. If they decide to continue after 6 months we raise an invoice to cover a 12 month period from when the pilot started and if they decide not to continue we can switch the system off with no costs incurred by them.

Documents

Documents
Pricing document View uploaded document
Terms and conditions document View uploaded document
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