Arcus Global Limited

Arcus Private Sector Housing

Arcus Private Sector Housing includes Grants, Loans, Complaints and Enforcements including financial management and schedule of works. Locally configurable to add other types of assistance available. Complaints and Enforcements includes configurable process flow and fully mobile HHSRS risk assessment and notices or prosecution.

Features

  • Case management of housing grant and loan applications.
  • Enter means test results and applicant information
  • Record detailed schedule of works on a property
  • Import contractors from a list and manage quotes
  • Record costs, contributions, fees, payments and repayments
  • Configurable approval processes for grants, loans, revisions, revocations and payments
  • HHSRS score calculator backed up by national averages
  • Record deficiencies and hazards found during a property inspection
  • Multiple configurable assessment forms aimed at HHSRS inspections
  • Offline inspection forms available via a third-party integration

Benefits

  • Intuitive easy to use interface
  • Quickly search and query data
  • Access from multiple devices
  • Secure, location and device independent access to the system
  • Open API allowing integration to external data sets
  • Benefitting from underlying Salesforce functionality
  • Build reports and dashboards quickly
  • Ensures business processes are managed effectively
  • Single system enables access to key data across the authority
  • Custom to your needs at a local level

Pricing

£95 per user per month

  • Free trial available

Service documents

G-Cloud 10

943816713985416

Arcus Global Limited

Karen Humphreys

+44 (0)1223 781254

gcloud@arcusglobal.com

Service scope

Service scope
Software add-on or extension Yes
What software services is the service an extension to Part of Regulatory Services Package covering services; Environmental Health, Licensing, Trading Standards and Enforcement. An extension of Arcus platform, including but not limited to CRM, Gazetteer, Built Environment, FOI and Waste Management. Expansion to customer facing functionality such as self-service, customer accounts and public registers available through Digital Services Hub
Cloud deployment model Public cloud
Service constraints Salesforce.com implements a release schedule of 3 major versions per-year, this is done outside of business hours and with a minimal five-minute disruption to Salesforce.com instances.
Significant new features are implemented on a continuous cycle of improvement along with scheduled maintenance of service and underlying systems. Maintenance events usually scheduled to occur outside normal hours-of-business (assumed 08:30-17:30). Details of Arcus release schedules available as part of on-boarding process.
Significant customisation possible subject to separate quotation. Customer-specific branding of software is included with a 12-month contract. Additional customisation features can be configured by the customer Arcus Global will then provide guidance.
System requirements
  • Arcus software just requires an computer with an internet connection.
  • Arcus software is supported by a range of internet browsers.
  • For all browsers, enable JavaScript, cookies, and TLS 1.2.
  • If TLS 1.2 isn’t available, enable TLS 1.1

User support

User support
Email or online ticketing support Email or online ticketing
Support response times Response times depend on how critical the issue / question is: Critical <4 hrs, High <8 hrs, Medium <16 hrs, Low <40 hrs. These are intended for the purpose of guarantees related to Service Credits. The actual response time will generally be much faster.
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 9 to 5 (UK time), Monday to Friday
Web chat support No
Onsite support Onsite support
Support levels Second and third line support is included in the price of the proposal. Telephone Support, Email/Ticket Support (24 / 7 web based support call logging), Remote Access Support and On-site Support. Standard support includes: Perpetual bug-fixes, Software updates to support all legislative changes, Assistance with customisation and reporting.
Support available to third parties Yes

Onboarding and offboarding

Onboarding and offboarding
Getting started Arcus work closely with the users, shadowing them early on, demoing the product and getting their feedback through User Tests. We will provide in depth training for the Product Owner on reports, templates and other advanced areas, who will then be able to set up training sessions tailored for users.
Service documentation Yes
Documentation formats
  • PDF
  • Other
Other documentation formats
  • Cloud based supplier Arcus documents are provided electronically as PDF's.
  • Provide an excellent audit trail of changes, updates version control.
End-of-contract data extraction Data can be extracted by the user or Arcus. If Arcus is commissioned to extract and deliver data, the project must clearly specify how and where data should be extracted, format required, and where it should be delivered. Arcus offers clients a fixed cost solution using published SFIA day rates.
End-of-contract process On receiving notification of terminating contract,your account will be closed based on either the requested termination date or on expiration of your G-Cloud contract. If there is no subsequent extension or new contract formed then the customer will be entitled to extract all of their data from the cloud environment using a standard set of tools provided within the salesforce platform that underpins the Arcus product range.

Your Arcus data will be available for 30 days from the date of termination and can be exported from the Arcus system in standard CSV files by the customer using standard data management tools including the SalesForce Dataloader application. The data can be securely downloaded and, if necessary, Arcus can perform intermediary services to extract the data in a specific CSV format at an additional cost (which will vary according to the volume and complexity of the data itself).

Using the service

Using the service
Web browser interface Yes
Supported browsers
  • Microsoft Edge
  • Firefox
  • Chrome
  • Safari 9+
Application to install No
Designed for use on mobile devices Yes
Differences between the mobile and desktop service The salesforce1 app allows for users to access the platform from any mobile device enabling agile working practises to be achieved. The app is downloadable for free from various app stores. Limited off line capabilities are present allowing for data to be cached.
Accessibility standards WCAG 2.0 AA or EN 301 549
Accessibility testing Arcus’s Software is built on the Salesforce Platform whom are committed to accessible solutions to all individuals. This includes working with assistive technology like speech recognition software and screen readers. Salesforce follows the recognized best practices of the Web Content Accessibility Guidelines (WCAG) 2.0 Level AA.
API Yes
What users can and can't do using the API The platform is provided with an open API allowing for functinality including change, read, update and delete functions. Existing intergration is available to many products from the Salesforce AppExchange reducing development costs.
API documentation Yes
API documentation formats
  • HTML
  • PDF
API sandbox or test environment Yes
Customisation available Yes
Description of customisation The Arcus solution enables virtually any kind of data rule to be defined and is customised through the system setup by various tools through the workflow functionality, and via formula fields.

Scaling

Scaling
Independence of resources The Arcus solution is built on the Salesforce platform which works to a target time for platform availability of 99.999%, measured 24/7/365. The number of users on this service does not effect it's availability or quality.

Analytics

Analytics
Service usage metrics Yes
Metrics types Arcus Software is built on the Salesforce platform and can take advantage of its standard reporting and dashboard functionality. This allows users to build their own individual reports that allow reports of different types to be built. Ranging from real-time snapshots through to yearly summaries.
Reporting types
  • Real-time dashboards
  • Regular reports
  • Reports on request

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 every 6 months
Penetration testing approach Another external penetration testing organisation
Protecting data at rest
  • Physical access control, complying with SSAE-16 / ISAE 3402
  • Other
Other data at rest protection approach SalesForce are compliant with a number of standards which require protection of data at rest (ISO 27001/27018
SSAE 16/ISAE 3402 SOC-1
SOC 2
SOC 3
PCI-DSS
TRUSTe Certified Privacy Seal
CSA STAR)
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 Salesforce has a number of propriety tools that allow users or Arcus Global to extract data from the systems. These tools have wizards designed to allow the easy extraction of data from any database object. When data is exported, users can choose to include or exclude soft-deleted records.
Data export formats
  • CSV
  • Other
Other data export formats
  • XLS
  • PDF
  • Out of The Box import via the open standard API
  • API export in open standards such as XML and OData
  • API also support bulk export and upload
  • Pre-integrated ETL tools such as Mulesoft and Informatica etc.
Data import formats
  • CSV
  • ODF
  • Other
Other data import formats
  • Out of The Box import via the open standard API
  • API imports in open standards such as XML and OData
  • API also support bulk export and upload
  • Pre-integrated ETL tools such as Mulesoft and Informatica etc.
  • Salesforce can also store content in any flat file format

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 Arcus solution is built upon Salesforce technology. Response times are published: https://trust.salesforce.com/trust/ there is guaranteed availability of 99.999% 24/7/365. Historically, Salesforce has had an excellent record of very high uptime. Salesforce have configured all networking components, SSL accelerators, load balancers, Web servers and application servers in a redundant configuration.
Approach to resilience Efficient RTO (Recovery Time Objective) and RPO (Recovery Point Objective) times. Salesforce.com runs products from tier-4 data centres. Hosting structure: shared multi-tenant architecture, subdivided into nine hardware clusters called pods; made up of 35 multiprocessor Unix and Linux servers running the Oracle database. Pods are mirrored for high-availability and failover.
Outage reporting Arcus Solution is built on Salesforce platform. Salesforce provides current and historical (the preceding month) data on service availability for each of their instances at https://status.salesforce.com.

Identity and authentication

Identity and authentication
User authentication needed Yes
User authentication
  • 2-factor authentication
  • Public key authentication (including by TLS client certificate)
  • Identity federation with existing provider (for example Google Apps)
  • Dedicated link (for example VPN)
  • Username or password
  • Other
Other user authentication Valid email is required which becomes the unique username, and a password reset email is sent to this address. This ensures that the email address is valid. The user is then required to set a new password with a definable structure complexity - for example, uppercase/lowercase plus a number.
Access restrictions in management interfaces and support channels Roles may be defined against individual users allowing them access to functions and data held within the platform. The user’s profile will restrict access to data which is provided as part of a report removing any backdoor access to restricted data.
Access restriction testing frequency At least once a year
Management access authentication
  • 2-factor authentication
  • Public key authentication (including by TLS client certificate)
  • Identity federation with existing provider (for example Google Apps)
  • Dedicated link (for example VPN)
  • Username or password
  • Other

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 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

Standards and certifications
ISO/IEC 27001 certification Yes
Who accredited the ISO/IEC 27001 Socotec
ISO/IEC 27001 accreditation date 19/10/2015
What the ISO/IEC 27001 doesn’t cover N/A
ISO 28000:2007 certification No
CSA STAR certification Yes
CSA STAR accreditation date 14/03/2017
CSA STAR certification level Level 1: CSA STAR Self-Assessment
What the CSA STAR doesn’t cover N/A
PCI certification No
Other security certifications No

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 Arcus are ISO27001 accredited and have internal processes that adhere. Arcus implement an ITILv3 approach to support delivery that integrates with our security processes. Salesforce's Information Security Management System and information security policies are based on ISO27002 best practices and ISO27001 certified. Salesforce maintain details of security processes at https://trust.salesforce.com/en/security/

Arcus also hold ISO 9001: Quality Management Standard.

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 Arcus will maintain a change log of environmental controls and operate releases through our release manager.
Vulnerability management type Conforms to a recognised standard, for example CSA CCM v3.0 or SSAE-16 / ISAE 3402
Vulnerability management approach Multiple tiers of vulnerability management. The Product Security team ensures the security of the system, consults with R&D teams and partners, and protects customer data. Cloud Security experts specialise in security research and innovative tool development. A ‘Rapid response’ team reacts to emerging threats as the last line of defence.
Protective monitoring type Conforms to a recognised standard, for example CSA CCM v3.0 or SSAE-16 / ISAE 3402
Protective monitoring approach Records all login attempts: originating IP address, time and success/fail against each user account. Information can be extracted for analysis against organisational policies. Configurable settings: enforce logins from an approved IP range and/or at certain times of day, maximum session length and automatic account locking after x failed login attempts.
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 Standard incident management ensures that all recorded incidents are triaged and routed to the appropriate resolver groups and, where necessary, escalated. In specific cases it may be necessary to escalate incidents directly to the provider. We have a standard hand off process to ensure that end-to-end communication is maintained.

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 £95 per user per month
Discount for educational organisations No
Free trial available Yes
Description of free trial Arcus Global offer a free 90 day trial of our complete application functionality via a fully working copy of our SaaS solution that is configurable to meet individual Authority needs. We have included a set of “dummy data” and integrated to a GIS solution. No other integrations are in place.

Documents

Documents
Pricing document View uploaded document
Skills Framework for the Information Age rate card View uploaded document
Service definition document View uploaded document
Terms and conditions document View uploaded document
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