Fincore Limited

Finworks - Collaborative Business Process Management Platform

The Finworks’ Business Process Management Platform allows you to rapidly define, manage and automate your business processes. We put the power in your hands to achieve digital transformation, develop a truly agile organisation, realise efficiencies quickly and achieve sustainable improvement.

Features

  • Highly configurable platform, with a powerful visual business process editor
  • Integrated case management and document management capabilities
  • User-customisable workflows, forms, business rules and data attributes
  • Task allocation, exception management, prioritisation and escalation features
  • Extensive management information, reporting and audit trail capabilities
  • Secure access through full role-based permission control
  • Full auditability for all user and system actions
  • Enables complex interactions with databases and other data sources
  • Compliant to Government security standards up to an OFFICIAL SENSITIVE
  • Open APIs for easy integration to legacy and other systems

Benefits

  • Enterprise solution focused on improving workflows and driving process transparency
  • Substantial acceleration of operational processes with associated cost reduction
  • Supports agile process definition and deployment – test, learn, iterate
  • Supports business process automation in addition to enhancing manual processes
  • Highly configurable by business users through a simple user interface
  • Fast on-boarding; our expert team is experienced in rapid deployments
  • Secure access and automated notifications for external users/suppliers and agencies
  • Provides real-time business intelligence on process efficiency and cycle times
  • Well-established platform for mission critical deployments in the public sector
  • Combine with Finworks' Data Management Platform for powerful data processing

Pricing

£21 a user a month

  • Education pricing available

Service documents

Framework

G-Cloud 12

Service ID

9 4 2 8 6 8 5 4 6 9 6 7 0 0 3

Contact

Fincore Limited John Keane
Telephone: +44 (0)207 397 0620
Email: government@fincore.com

Service scope

Software add-on or extension
No
Cloud deployment model
  • Public cloud
  • Private cloud
  • Community cloud
  • Hybrid cloud
Service constraints
Please see our Service Definition document for details of the service. This includes a section on customer technical requirements and also details support and maintenance arrangements.
System requirements
  • Browser as per our browser specifications
  • Reasonably modern PC/mobile device
  • Sufficient bandwidth to access the service
  • Sufficient bandwidth to process data if in separate data centre

User support

Email or online ticketing support
Email or online ticketing
Support response times
In accordance with an agreed support SLA. Normally within 1 Hour on weekdays during normal UK office hours but can cover 24/7/365.
User can manage status and priority of support tickets
Yes
Online ticketing support accessibility
WCAG 2.1 AA or EN 301 549
Phone support
Yes
Phone support availability
9 to 5 (UK time), Monday to Friday
Web chat support
Yes, at an extra cost
Web chat support availability
9 to 5 (UK time), Monday to Friday
Web chat support accessibility standard
WCAG 2.1 AA or EN 301 549
Web chat accessibility testing
Tested with standard browsers and to meet accessibility standards.
Onsite support
Yes, at extra cost
Support levels
We customise our support arrangements according to your individual needs. Support can be provided on either an SLA or capped effort basis, with support hours and SLA terms agreed according to your specific requirements. Support is provided by an expert team, and we have a reputation for building systems that are easy to use and require little support. Please see our Service Definition document and Pricing for further details of our support arrangements.
Support available to third parties
Yes

Onboarding and offboarding

Getting started
Our service is designed to be extremely easy to use, to the extent that some customers do not feel any need to train their staff to use it. We can however provide training, train-the-trainer support for in-house training, and relevant documentation as needed. We can also provide a full range of onboarding, configuration and other implementation services. Please see our Service Definition and Pricing documents for details.
Service documentation
Yes
Documentation formats
  • HTML
  • ODF
  • PDF
End-of-contract data extraction
Finworks can provide an extract of the database in XML, CSV, ODF and JSON format and any stored files in their provided document format. Alternatively, users can directly extract all customer data and files using the service's API.
End-of-contract process
Please see the Exit Plan section of our Service Definition document.

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
Our mobile service is provided through responsive design. All core features can be used on mobile devices that meet the browser requirements, but certain functions (e.g. where large amounts of data need to be viewed on screen) are best undertaken on a PC or tablet with a suitable screen size.
Service interface
Yes
Description of service interface
All key capabilities can be accessed and integrated through our service interface. This allows seamless integration with other services, platforms, websites, apps and applications.
Accessibility standards
WCAG 2.1 AA or EN 301 549
Accessibility testing
Tested with standard browsers and audited through a third-party company.
API
Yes
What users can and can't do using the API
The service provides an Application Programming Interface (API) which can be exposed as RESTful and SOAP-based web services. There are numerous calls, which focus on: (i) creating, updating and extracting data (all customer data can be extracted or input using the APIs); (ii) allowing users to take action within workflows; (iii) executing most of the system functionality around user management; and (iv) managing data in the service's 'Bulletin Board' (interactive dashboard), 'Workzone' and 'Basket' functions. All the API calls are documented in an interactive web page within the administration interface, with sample calls and example code to aid any team who are programming against it. A test suite, or 'sandbox', can be made available.
API documentation
Yes
API documentation formats
  • Open API (also known as Swagger)
  • HTML
  • ODF
  • PDF
API sandbox or test environment
Yes
Customisation available
Yes
Description of customisation
The service is designed to be extensively user customisable in almost every area, including workflows/business processes, forms, reports, bulletin boards (interactive dashboards), livery (for customer branding) and customer-specific data model. The ability to customise a specific instance is predominantly delivered via configuration. Customers can also access and extend the functionality using the extensive API suite.

Scaling

Independence of resources
Our DevOps team proactively monitors service performance on our standard (multi-tenanted) service, and will adjust hosting environment parameters as needed to anticipate/address performance issues. Customers can also opt for a dedicated instance of our service, with dedicated application and database virtual machines, for an additional fee. Please see our Service Definition and Pricing documents for further information.

Analytics

Service usage metrics
Yes
Metrics types
Finworks has standard service metrics which can be amended to or customised to specific requirements. The service metrics can be defined by the customers to suit their KPIs. We can extract a very broad range of data from: (i) our application; (ii) our hosting environments; and (iii) our support systems. For example, our workflow system provides visualisation of process cycle times and bottlenecks.
Reporting types
  • API access
  • Real-time dashboards
  • Regular reports
  • Reports on request

Resellers

Supplier type
Not a reseller

Staff security

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

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
  • Physical access control, complying with another standard
  • Encryption of all physical media
  • Other
Other data at rest protection approach
We apply a defence in depth approach to the hosting environments we provide.
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 export approach
Our extensive API suite supports full or partial export of the data in the database and any files stored in their original document formats.
Data export formats
  • CSV
  • ODF
  • Other
Other data export formats
  • XML
  • PDF
  • JPG
  • PNG
  • TXT
  • DOC
  • DOCX
  • XLS
  • XLSX
Data import formats
  • CSV
  • ODF
  • Other
Other data import formats
  • XML
  • PDF
  • JPG
  • PNG
  • TXT
  • DOC
  • DOCX
  • XLS
  • XLSX
  • JSON

Data-in-transit protection

Data protection between buyer and supplier networks
  • Private network or public sector network
  • TLS (version 1.2 or above)
  • IPsec or TLS VPN gateway
  • Other
Other protection between networks
IP address whitelisting can be applied to customers. Where applicable, highly sensitive data could also be shipped in an encrypted format (in addition to transmission using TLS).
Data protection within supplier network
  • TLS (version 1.2 or above)
  • IPsec or TLS VPN gateway
  • Other
Other protection within supplier network
We apply a defence in depth approach within the hosting environments we provide.

Availability and resilience

Guaranteed availability
Depending on the hosting and support arrangements in place, we can offer SLA-governed availability levels of up to 99.9% (excluding scheduled downtime).
Approach to resilience
We offer a range of resilience options. Please see our Service Definition document.
Outage reporting
We agree outage reporting arrangements flexibly with individual customers to fit in with their own processes.

Identity and authentication

User authentication needed
Yes
User authentication
  • 2-factor authentication
  • Public key authentication (including by TLS client certificate)
  • Dedicated link (for example VPN)
  • Username or password
  • Other
Other user authentication
Access over government networks could also easily be provided; all the necessary security provisions are already in place. Likewise, identity federation would be easy to provide and is on our roadmap for delivery over the G-Cloud 12 framework period.
Access restrictions in management interfaces and support channels
Our preferred platform is AWS however our solutions are cloud agnostic and we would be happy to provide the software on any cloud platform. For our standard service, the AWS Management Console is used to manage the AWS accounts and requires 2 factor authentication. Support access to the AWS infrastructure and servers is via 2-factor authentication across a VPN connection. This VPN is established using public key authentication. Username and password are required for access into the active directory domain. Where hosting with an alternative cloud provider or on premise is requested, access arrangements will be agreed with the customer.
Access restriction testing frequency
At least every 6 months
Management access authentication
  • 2-factor authentication
  • Public key authentication (including by TLS client certificate)
  • Identity federation with existing provider (for example Google Apps)
  • Limited access network (for example PSN)
  • Dedicated link (for example VPN)
  • Username or password
  • Other
Description of management access authentication
We have an extensive range of authentication services as indicated above.

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
User-defined
Access to supplier activity audit information
Users have access to real-time 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
Yes
Who accredited the ISO/IEC 27001
British Assessment Bureau
ISO/IEC 27001 accreditation date
06/09/2019
What the ISO/IEC 27001 doesn’t cover
All Fincore's activities are covered, including all activities of our Finworks division
ISO 28000:2007 certification
No
CSA STAR certification
No
PCI certification
No
Other security certifications
Yes
Any other security certifications
Cyber Essentials

Security governance

Named board-level person responsible for service security
Yes
Security governance certified
Yes
Security governance standards
  • ISO/IEC 27001
  • Other
Other security governance standards
Cyber Essentials scheme and Data Security and Protection toolkit.
Information security policies and processes
Fincore is accredited to the ISO 27001 ISMS standard, with a regular programme of internal and external (independent) audit to monitor and maintain compliance. Fincore is also accredited to the ISO9001 quality management standard, and is registered with the Information Commissioner's Office for data protection.

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
Every customer fully controls the configuration of their service-instances. When Finworks makes changes on behalf of customers: a business analyst will capture requirements which will be implemented by trained specialists; a solution architect and our QA team review requirements prior to design, then review and test proposed detail configuration changes prior to deployment ensuring functional, SLA, and information-security quality criteria are met. Change management processes for configuration changes are agreed with customers. For software development, our SaaS development process follows best practice standards for robust, secure trusted cloud software. The change process is recorded in a centralised change management portal.
Vulnerability management type
Conforms to a recognised standard, for example CSA CCM v3.0 or SSAE-16 / ISAE 3402
Vulnerability management approach
We undertake threat reviews when we make changes to our software or infrastructure and when new threats are made public. We carry out regular penetration testing and our CSO monitors security information sources. Our DevOps team are responsible for addressing public threats and the system architects would address any vulnerabilities identified based on the area of the threat. The speed of patching is proportionate to the level of threat identified.
Protective monitoring type
Conforms to a recognised standard, for example CSA CCM v3.0 or SSAE-16 / ISAE 3402
Protective monitoring approach
We have an IDS/IPS in place with anti-virus and anti-malware software on all Windows servers. We collate log files centrally from all relevant system components, and these are reviewed daily by the DevOps team. When unusual activity is identified, it is escalated to our system architects who, in consultation with our CISO, will determine the appropriate course of action. DarkTrace and Cisco Firepower are used for monitoring the network 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
When incidents occur, they are triaged by a Service Manager who co-ordinates the response in accordance with our ISO 27001 policies and procedures. Our team and customers may report incidents by phone, email or directly and all incidents are logged in our centralised incident management portal. Major incidents will be escalated immediately to senior management level. The Service Manager provides regular updates and an incident report on resolution.

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

Connection to public sector networks
Yes
Connected networks
  • Public Services Network (PSN)
  • NHS Network (N3)
  • Health and Social Care Network (HSCN)

Pricing

Price
£21 a user a month
Discount for educational organisations
Yes
Free trial available
No

Service documents