RW CONSULTING SOLUTIONS LIMITED

ECR Manager

We provide ECR Manager which is a cloud based information management platform which provides organisations such as local authorities with a flexible tool to log, alert, report and analyse incident and operational information. User cases include Local Authorities coordinating information from departments and with partner agencies for COVID-19 response.

Features

  • Log capability with categories, tags and prioritisation of incidents
  • Integrated SMS/Email alert tool for templated or new alerts
  • Reporting tool to download filtered incident information as a PDF
  • Document storage tool with sub folders and quick document feature
  • Dashboard capability to present filtered incident data, map, statistics
  • Multi project option for user to access multiple organisational/events

Benefits

  • Cost effective licensing by individual user quantities and duration
  • Minimal training due to simplicity and clarity of design
  • Resilience features with short recovery time, backups and 24/7 support
  • Flexible setup with significant customisation such as categories, forms
  • Designed by control, emergency planning & emergency services users
  • Rapid log setup for spontaneous incidents or short notice requirements
  • Simple PDF Report download tool with multiple filters
  • Integrated SMS/email alerts and unique inbox assigned to each log

Pricing

£480 a person a year

  • Education pricing available
  • Free trial available

Service documents

Request an accessible format
If you use assistive technology (such as a screen reader) and need versions of these documents in a more accessible format, email the supplier at rob@controlledevents.com. Tell them what format you need. It will help if you say what assistive technology you use.

Framework

G-Cloud 12

Service ID

9 7 1 3 8 3 8 3 6 3 7 3 8 7 0

Contact

RW CONSULTING SOLUTIONS LIMITED Rob Walley
Telephone: 02032866392
Email: rob@controlledevents.com

Service scope

Software add-on or extension
No
Cloud deployment model
Public cloud
Service constraints
Requires internet access.

Desktop browser minimum requirement:
Safari 12.x minimum
Chrome 72 minimum
Internet Explorer 11.x
Microsoft Edge 44

Mobile browser minimum requirement:
Mobile Safari on iOS 12.x minimum
Chrome 72 minimum on Android 7.x minimum
System requirements
  • Internet access
  • Minimum Browser requirements (see previous question)

User support

Email or online ticketing support
Email or online ticketing
Support response times
Option for routine 'best endeavours' support during office hours or enhanced 24/7 immediate assistance (immediate call receipt and despatch to engineer)
User can manage status and priority of support tickets
Yes
Online ticketing support accessibility
WCAG 2.1 AAA
Phone support
Yes
Phone support availability
24 hours, 7 days a week
Web chat support
Web chat
Web chat support availability
24 hours, 7 days a week
Web chat support accessibility standard
WCAG 2.1 AAA
Web chat accessibility testing
Test
Onsite support
Yes, at extra cost
Support levels
- Best endeavours 1st and 2nd line Engineer support provided (0800-1800 week days GMT) within fees
This involves setting up accounts, managing server and AWS infrastructure, mitigating and resolving any incidents, responding to feature requests, training requests and responding to any customer incidents/feature issues.
- 24/7 call response to Account Manager and/or Engineer for 1st and 2nd line support at £2000.00 + VAT per annum
This involves all of the above but on a 24/7 immediate basis (with 10 minutes response)
- On site Engineer support available at £400.00 + VAT per day
Support available to third parties
Yes

Onboarding and offboarding

Getting started
Initial setup includes the Client receiving a setup spreadsheet which details the options for them to define requirements for: categories, tags, forms, map locations, user details (and permission levels required), SMS and email group membership. This data enables us to configure the system with key information from the outset.

Online training with a virtual session covering knowledge and skills required (our AET Level 4 qualified trainers cover an Explain, Demonstrate, Imitate, Practice (EDIP) methodology, usually with Client side Administrators who cascade briefing and access to users following customisation of categories, audiences, tags, maps and full establishment of the system.

User documentation includes a log guide which illustrates all the key features and supporting videos on key features is provided at point of trial period or project setup. This resource is available at all times to users via a help button within the platform.

Continuation training and re-familiarisation is available as required with reasonable requests included within the Licence costs.

Specific bulk training sessions on site can be run; the separate sessions on site are run at a cost of £650 + VAT per day for up to 15 users.
Service documentation
Yes
Documentation formats
  • ODF
  • PDF
  • Other
Other documentation formats
  • MS Powerpoint
  • MS Word
End-of-contract data extraction
Project Administrators (Client side permission level) or our Project Administrators can extract the client's data

- User list, Comma Separated Values spreadsheet
- Project logs, PDF format (up to the last point of archive)

Logs from before the last archive of data (which is client defined) would be retrieved by our Project Administrators and provided in PDF format.

All data will be provided to the Client in a zip folder with sub folders for different date ranges or projects within their account.
End-of-contract process
At the conclusion of the contract we undertake three tasks which all fall within the licence cost:

- data handover
- data removal from our server infrastructure (with our Data Protection Officer providing formal confirmation of this)
- feedback evaluation form as part of our ISO 9001 aligned policy arrangements and continuous improvement.

Using the service

Web browser interface
Yes
Supported browsers
  • Microsoft Edge
  • Chrome
  • Safari 9+
Application to install
No
Designed for use on mobile devices
Yes
Differences between the mobile and desktop service
Mobile friendly version optimises incident log view with click throughs to further information.
Service interface
Yes
Description of service interface
TBC
Accessibility standards
None or don’t know
Description of accessibility
TBC
Accessibility testing
TBC
API
No
Customisation available
Yes
Description of customisation
Modules
User quantities
User defined project level changes

Scaling

Independence of resources
User quantities and file size limits are set at the Administrator level by the provider to mitigate overuse of features.

40% headroom on CPU power and server capacity is in place to provide resilience and scalability for clients. This enables short notice surges (such as our client Leicester City Council during the 2019 helicopter crash) to be managed with no impact on other client's systems.

For significant log user projects (defined as 80 or more individual users) we establish a separate server environment to dedicate specific computing and server capacity.

Analytics

Service usage metrics
Yes
Metrics types
Usage data is presented in an audit trail area for Administrators with data including the numbers of users logged in, data of access quantity of incident logs and entries).

We also provide this data in PDF format on request or on a regular basis as part of the licence costs.
Reporting types
  • Real-time dashboards
  • Regular reports
  • Reports on request

Resellers

Supplier type
Not a reseller

Staff security

Staff security clearance
Conforms to BS7858:2012
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 Tigerscheme qualified provider or a CREST-approved service provider
Protecting data at rest
  • Physical access control, complying with CSA CCM v3.0
  • Encryption of all physical media
Data sanitisation process
Yes
Data sanitisation type
  • Explicit overwriting of storage before reallocation
  • Deleted data can’t be directly accessed
Equipment disposal approach
A third-party destruction service

Data importing and exporting

Data export approach
Admin users can export individual PDFs of specific logs, specific log ranges downloaded in CSV format.
Admin users with the report module enabled can access and downloaded:
- by package option (which covers items to include in the PDF download):
Title Page
Tag Summary Page
Flagged Logs
Open Incidents
Forms
Personal Logs
- by filter (which covers the way in which logs should be presented in the PDF download):
by log
by tag
by category
by chronological order
no logs (statistics only)
Data export formats
  • CSV
  • Other
Other data export formats
PDF
Data import formats
CSV

Data-in-transit protection

Data protection between buyer and supplier networks
Legacy SSL and TLS (under version 1.2)
Data protection within supplier network
Legacy SSL and TLS (under version 1.2)

Availability and resilience

Guaranteed availability
Our data backup arrangements, resilience arrangements, monitoring and high level of User support enable us to confidently deliver 99.999% planned uptime. In our experience, no provider can absolutely guarantee 100% uptime except as a stated target.
Approach to resilience
Our data centre setup is hosted by AWS; Amazon details are provided here and further information can be provided upon request: https://aws.amazon.com/compliance/data-center/controls/
Outage reporting
We maintain a public dashboard detailing our status and have automatic arrangements for infrastructure and connectivity faults to reach our team via email and Slack. We then triage and communicate any impacts to clients as required.

Identity and authentication

User authentication needed
Yes
User authentication
  • 2-factor authentication
  • Username or password
Access restrictions in management interfaces and support channels
Two factor authentications with SMS notification are implemented for administrators (our team and yours) and for all users. This option to further reduce personal security access risk. The log is designed to log out after periods of inactivity to mitigate the risk of a user leaving their work or personal device logged into the platform and that device being accessed by an unauthorised user. Support channels are available to all users.
Access restriction testing frequency
At least every 6 months
Management access authentication
  • 2-factor authentication
  • Username or password

Audit information for users

Access to user activity audit information
Users receive audit information on a regular basis
How long user audit data is stored for
At least 12 months
Access to supplier activity audit information
Users contact the support team to get 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

ISO/IEC 27001 certification
No
ISO 28000:2007 certification
No
CSA STAR certification
No
PCI certification
No
Other security certifications
No

Security governance

Named board-level person responsible for service security
Yes
Security governance certified
No
Security governance approach
We maintain a Service Management System, Data Protection, Cyber manual which is avauilable upon request. This document contains our processes, procedures and instructions for IT service continuity and cyber response in alignment with ISO 20000, and to demonstrate our compliance with the Data Protection Act 1998, General Data Protection Regulation 2018 (GDPR), Privacy and Electronic Communications (EC Directive) Regulations 2003 as well as Information Commissioners Office (ICO) and other non-statutory guidance.
Information security policies and processes
We maintain a number of policies and arrangements including Data Protection Policy, Personal Data Asset Register, Data Breach register and ICO Data breach form. Our flow chart within the Data Protection, Cyber security & Service Management Manual details the Data Protection Officer (Rob Walley) and the consent and implementation phase for client data engagement.

We align our policies to ISO 20000, and to demonstrate our compliance with the Data Protection Act 1998, General Data Protection Regulation 2018 (GDPR), Privacy and Electronic Communications (EC Directive) Regulations 2003 as well as Information Commissioners Office (ICO)

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
Administrator accounts are permitted to install or change software/configuration. We detail the components of our service within a spreadsheet appended to our Data Protection, Cyber security & Service Management Manual v3. Any adjustments to our network environment are assessed externally by C3IA (a NCSC Assured Service provider) for their impact ahead of implementation. A record is kept of the changes and data backups maintained in order that we can roll back to an earlier version if required.
Vulnerability management type
Supplier-defined controls
Vulnerability management approach
Our technical measures are supported by our outsourced IT provider (Informal IT) and support from C3IA. We deploy patches within 24 hours of release. C3IA provide threat assessment:
Individuals – Third-parties, insiders, trusted insiders, privileged insiders
Groups such as Established hacker collectives, ad hoc groups
Organisations such as Corporate espionage by competitors, suppliers, partners or customers
Nations
We then assess threats on a risk matrix and prepare a mitigation plan against scenarios:
Unauthorised access
Misuse of information by authorized users
Data leaks/accidental exposure of Personal Identifying Information
Loss of data
Service disruption
We monitor NCSC bulletins, C3IA guidance (weekly)
Protective monitoring type
Supplier-defined controls
Protective monitoring approach
We maintain a matrix of logs and tools to identify indicators of compromise in a timely manner so that corrective action can be taken. We map causal threat vectors and actors which could affect our business. We assess and prioritise these. Our host based logging enables us to ascertain whether our system is communicating with an external IP address, suspicious email events or suspicious files opened. If an unexpected crash has occurred this is also tracked. We maintain vigilance with 24/7 on call and alert processes to respond to a fault and have a recovery time objective of 60 minutes.
Incident management type
Supplier-defined controls
Incident management approach
Our Data Protection, Cyber security & Service Management Manual documents our pre-determined service continuity and incident management approach.
Users report issues by email or telephone (dependent on urgency). Incident reports are generated on a template document and shared internally and with the client with causal event, issues experienced, mitigation and lessons identified captured and stored internally and summarised for external consumption by the client.

Secure development

Approach to secure software development best practice
Conforms to a recognised standard, but self-assessed

Public sector networks

Connection to public sector networks
No

Pricing

Price
£480 a person a year
Discount for educational organisations
Yes
Free trial available
Yes
Description of free trial
We provide a two week trial period in which:
- a shared sandbox project is provided
- SMS and email alert groups are setup for the client's specific users
- specific features and requests are gathered
- the client can practice using functionality
- 24/7 support is not included

Service documents

Request an accessible format
If you use assistive technology (such as a screen reader) and need versions of these documents in a more accessible format, email the supplier at rob@controlledevents.com. Tell them what format you need. It will help if you say what assistive technology you use.