Abavus.co.uk

My Council Services - Case Management

My Council Services Case Management is a rapid implementation, hosted Case Management application. Designed specifically for use in public sector organisations, providing an easy to use, fully featured Case Management system on the My Council Services platform offering open connectivity and easy integration with third party applications as required.

Features

  • Easy to navigate graphical user interface
  • Access to full suite of internal Case Management specific e-forms
  • Role based access and data control for security and productivity
  • Full audit trail of case history
  • Full range of Case Management features
  • Access to case reporting capabilities
  • Enable users with remote, secure access to case management functionality

Benefits

  • Increase call staff productivity and improve case management practice
  • Ensure staff can collaborate effectively around complex cases
  • Rapid implementation. Live within 6 weeks or less

Pricing

£375 to £600 per user per year

  • Free trial available

Service documents

G-Cloud 9

948372717395188

Abavus.co.uk

Berni Simmons

0208 530 2505

info@abavus.co.uk

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 My Council Service Case Management is a module that forms part of the complete My Council Services digital platform. It can be used 'stand alone' or it can be used in conjunction with other modules on the My Council Services digital platform.
Cloud deployment model Private cloud
Service constraints The Service is intended to be available 24 hours a day, 7 days a week except for: (a) any planned downtime which includes weekly maintenance every Sunday between the hours of 3:00a.m. GMT to 9:00a.m GMT (the “Standard Maintenance Window”), (b) emergency maintenance if deemed necessary and (c) down time caused by an event of force majeure. Abavus will use commercially reasonable efforts to notify Customer four (4) days in advance of downtime planned for a Standard Maintenance Window.
System requirements
  • Supported browser is the only requirement
  • Internet Explorer 10+, Firefox, Chrome, Safari, Opera and mobile versions

User support

User support
Email or online ticketing support Email or online ticketing
Support response times Responses within 4 hours maximum, usually within 1 hour. Standard support is not available at weekends. Out of hours support is available by separate negotiation.
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 Full range of support is provided as part of the annual subscription to the hosted products.
Any non standard support requirements are agreed through separate negotiation with the client.
All clients have access to a technical account manager.
Support available to third parties Yes

Onboarding and offboarding

Onboarding and offboarding
Getting started Abavus provides a comprehensive on boarding service for every client. This includes but is not limited to the following aspects and deliverables:
Mutually agreed project plan which will vary in detail and complexity based on the size and scope of the project
An agreed delivery of onsite training with accompanying training aids to support ongoing learning
Access to remote, screen casting trouble shooting sessions and configuration support with a qualified technical account manager
Access to our standard support service via telephone, email and online ticketing capability
An on boarding project would also typically include some element of onsite consulting delivery to assist with any aspect of process review, platform configuration and technical configuration as required. Onsite consulting delivery is a separately chargeable service and would be agreed in advance with the client.
Service documentation Yes
Documentation formats PDF
End-of-contract data extraction All contracts with our clients clearly state that the data held in the hosted instance belongs to the client. Abavus Ltd is registered with the Information Commissioners Office (ICO) as a data processor.
Tools exist, as a standard part of the platform, that allow clients to extract their data in flat file format at any time during their contract period.
End-of-contract process At the end of a contract period, if a client does not wish to continue with use of the service, then the secure instance of the service for that client will be inaccessible.
Prior to this happening we will have worked with the client to ensure that they have retrieved any required data from the platform.
Once the client has retrieved any data from the platform the instance will be deleted and the data will also be deleted (unless subject to any legal requirement to maintain data, securely archived, for any period of time).

Using the service

Using the service
Web browser interface Yes
Supported browsers
  • Internet Explorer 10+
  • 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 Equivalent user experience between desktop browsers and their mobile versions.
We also provide native mobile applications running on iOS, android and Windows for Smartphones and Tablets.
Accessibility standards WCAG 2.0 A
Accessibility testing A number of our Local Authority clients have completed accessibility testing, on the My Council Services platform, with users of assistive technology. Such testing programmes are under the control and at the discretion of our clients, they are not part of a sponsored testing programme.
API Yes
What users can and can't do using the API My Council Services offers a web services based API. The API is a separately licensed product subscription available via G cloud on an annual subscription.
Clients can use the API to poll the My Council Services database at regular intervals and to securely extract data relating to Service Requests, Tasks or Cases in order that it is available to third party systems. The API allows for bi-directional integration.
Web APIs can include SOAP, WSDL, JSON, XML. Internal web services are RESTful
The My Council Services web services API is controlled in terms of security and access
API documentation Yes
API documentation formats PDF
API sandbox or test environment Yes
Customisation available Yes
Description of customisation Yes. all areas of the platform can be customised to the individual clients preferences using configuration based tools. Configuration tools provided cover most user facing areas of the product from form design through to themes, colours, workflow and rules for automation.
Access to the entire platform is governed using the Role Based Access Control Module (RBAC). Individual roles can be configured by the client with differing levels of privilege that allow more or less configuration capability.

Scaling

Scaling
Independence of resources The following scalability measures are in place:
The MCS platform operates a 4 Server Cluster providing a total of 212 cores, 1.2TB of RAM, and 160TB of storage.
The My Council Services (MCS) platforms operates using a 100% 10GB network. Within the racks of the MCS Private Cloud everything is run at 10GB, the link between the data centres, and connections to the three transit suppliers.
Our DR suite can be operational in a few minutes and will support all our core servers
System is clustered for High Availability & Load Balancing. Clustering at DB layer & Application server layer.

Analytics

Analytics
Service usage metrics Yes
Metrics types My Council Services offers a useful array of real-time platform usage metrics. These include but are not limited to the following:
Service request dashboard – tabular, chart and map based reports
Customer usage reports - tabular, chart and map / geographical boundary based reports
Detailed analytics – configurable reports on detailed service request, task and case management data
The analytics function of the platform is an area that is being rapidly developed to include time series and forecast type analytics
Reporting types
  • Real-time dashboards
  • Regular reports

Resellers

Resellers
Supplier type Reseller providing extra features and support
Organisation whose services are being resold ITouchVision Ltd.

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 No
Datacentre security standards Managed by a third party
Penetration testing frequency At least every 6 months
Penetration testing approach In-house
Protecting data at rest
  • Physical access control, complying with another standard
  • Encryption of all physical media
Data sanitisation process Yes
Data sanitisation type Deleted data can’t be directly accessed
Equipment disposal approach In-house destruction process

Data importing and exporting

Data importing and exporting
Data export approach Clients (UK Public Sector organisations) can extract their data from the platform at anytime in a flat file format (e.g. .csv).
Where a client instance is integrated to any third party application via web services then specific ranges of data are being extracted to separate database applications at a frequency that can be set by the client e.g. every 15 or 30 minutes.
Data export formats
  • CSV
  • Other
Other data export formats XML (subject to web services security constraints)
Data import formats
  • CSV
  • Other
Other data import formats XML (subject to web services security constraints)

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 Contractually assured availability with the following clause:
Availability.
The Service is intended to be available 24 hours a day, 7 days a week except for: (a) any planned downtime which includes weekly maintenance every Sunday between the hours of 3:00a.m. GMT to 9:00a.m GMT (the “Standard Maintenance Window”), (b) emergency maintenance if deemed necessary and (c) down time caused by an event of force majeure. Abavus will use commercially reasonable efforts to notify Customer four (4) days in advance of downtime planned for a Standard Maintenance Window.
Approach to resilience The following measures are in place to ensure resilience of the platform:
Firewall - Database never exposed beyond internal firewall
Penetration Testing - Regular penetration tests are performed at least every 20 days. Any relevant outcomes are immediately evaluated and acted upon
Source code encryption - Encrypted binary source code deployed to app preventing reverse engineering from hackers
SSL - Secure Sockets Layer (SSL) used for all communication & Web services
Private Key Encryption - Private key shared between app & server to encrypt data packets
The MCS platform operates a 4 Server Cluster providing a total of 212 cores, 1.2TB of RAM, and 160TB of storage.
The My Council Services (MCS) platforms operates using a 100% 10GB network. Within the racks of the MCS Private Cloud everything is run at 10GB, the link between the data centres, and connections to the three transit suppliers.
Our DR suite can be operational in a few minutes and will support all our core servers
System is clustered for High Availability & Load Balancing. Clustering at DB layer & Application server layer.
More detailed security and resilience information is available upon request.
Outage reporting Any disruption to service or outage will automatically picked up by the My Council Services 'Pulse Checker' capability. This monitors performance of the core platform and monitors the activity between My Council Services and any third party system integration.
The occurrence of any out of tolerance event that has the potential to disrupt service delivery will be picked up by the My Council Services 'Pulse Monitor' service. This service runs 24/7 and monitors both core platform performance and the activity levels of any integration points between My Council Services and third party applications.
Any disruption to service, beyond defined tolerance levels, will trigger an email alert and phone call to key authorised, technical personnel.
In turn, once any disruptive event is identified, notifications are triggered to the Abavus Technical Account Management team who will liaise with clients to advise.

Identity and authentication

Identity and authentication
User authentication needed Yes
User authentication Username or password
Access restrictions in management interfaces and support channels My Council Services is equipped with a comprehensive Role Based Access Control Module (RBAC). RBAC allows for the configuration of highly detailed access and login privileges.
RBAC will effectively govern which individual users can access management interfaces and / or support channels.
RBAC governs both a user’s ability to access areas of functionality and also a user’s ability to access specific data fields.
Access restriction testing frequency At least every 6 months
Management access authentication 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 At least 12 months

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 accreditations Yes
Any other security accreditations Industry Standard SSL Extended Validation incorporating company and financial checks.

Security governance

Security governance
Named board-level person responsible for service security Yes
Security governance accreditation No
Security governance approach Security governance is given the highest priority and there is an appointed board member who has a portfolio that includes the assurance of fit for purpose security governance protocols.
The Abavus Business Continuity, Disaster Recovery and Security Governance Plan is regularly reviewed to ensure its accuracy and is updated accordingly. The plan describes procedures to be performed in the event of different types of event, which could affect the core operations of the business.
Information security policies and processes Abavus has a full range of documented security policies and associated processes that enable the business to ensure effective security. These include the following:
Incident management processes
Security incident definition (published internally)
Personnel security checks and employment checks
Secure development policies
Supply chain security check and review
Third party supplier risk assessment
General risk assessment

Operational security

Operational security
Configuration and change management standard Supplier-defined controls
Configuration and change management approach There is a well-documented process and methodology that is in place to help the organisation manage the process of change and development in relation to the My Council Services platform.

Within specific client projects and implementations there may be bespoke changes and developments that form part of the wider project delivery. In this context change management is a mutually agreed and documented process. Changes that have an effect on product functionality will be subject to the same process as listed below.
Any planned changes are subject to change impact assessment.
Development
Link Testing
User Acceptance Testing
Demonstration
Pre-Production
Production
Vulnerability management type Supplier-defined controls
Vulnerability management approach There is a well tested and documented set of processes that enables Abavus to adequately manage potential and perceived vulnerability. These include:
Vulnerability assessment
Vulnerability monitoring
Vulnerability mitigation prioritisation
Vulnerability tracking
Vulnerability mitigation timescales
Protective monitoring type Supplier-defined controls
Protective monitoring approach Protective monitoring covers how both the vendor is enabled to identify potential compromises and how the vendor enables users to identify and make the vendor aware of potential compromises.
Specific processes that monitor for vulnerabilities:
Firewall - Full audit data captured and prioritised
Penetration Testing - Penetration tests are performed at least every 20 days. Any relevant outcomes are immediately evaluated and acted upon
Best practice measures are in place and regular testing is conducted after every version upgrade to protect against SQL injection. Full audit information captured and prioritised.
All identified vulnerabilities are prioritised and immediate action is taken.
Incident management type Supplier-defined controls
Incident management approach Abavus has a documented incident management policies and associated processes that enable the business to ensure effective identification and management of any qualifying occurrence. These include the following:
Incident management processes
Incident definition (published internally)
Third party supplier risk assessment & incident identification
General risk assessment

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 £375 to £600 per user per year
Discount for educational organisations No
Free trial available Yes
Description of free trial Trial episodes can be agreed with the supplier directly

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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