The Crown Workforce Management Service is an operational management software solution that helps organisations plan and allocate workforce resources effectively, with real-time management of complex contractual arrangements. It automates rostering/scheduling, working/flexitime, leave/absence management with workflow and reporting, and provides self-service functionality, with optional Activity Management, HR and Workforce Analytics modules.
- Simple employee scheduling and rostering to manage coverage within budgets
- Capture of worked time via PC, telephony or mobile devices
- Real-time management of flexi-time and flexible working hours balances
- Automated leave and absence request and authorisation workflow
- Real-time Absence and Return to Work Automation and Alerts
- Working Time Legislation Compliance Automation and alerts
- Employee Self-Service to initiate workflow and check personal information
- Reporting & Analytics schedules and delivers management information
- Adaptable phrase dictionary to modify system language and terminology
- Template-based Integration with payroll systems and optional HR functionality
- Align service delivery with labour budgets to manage costs
- Real-time visibility of manager and employee flexitime information
- Consistent and confident Working Time compliance and reporting
- Reduce payroll and administration costs and maximise productivity
- Ensure coverage and service levels are consistently met
- Flexible configuration to customer and departmental needs
- Data collection and self-service methods suited to different employee types
- On demand and fully auditable working time records
- Reduce absenteeism and identify absence trends
- Prevent abuse of working time and leave management policies
£1.10 to £5.65 per person per month
- Free trial available
Crown Computing Limited
David Hughes (Head of Marketing)
|Software add-on or extension||No|
|Cloud deployment model||Community cloud|
|Service constraints||Crown will on an occasional basis plan system maintenance and upgrades, which will be notified to the customer in advance. It should be noted that each customer has their own independent installation and we do not automatically upgrade, or force an upgrade schedule on users.|
|Email or online ticketing support||Email or online ticketing|
|Support response times||Crown aims to respond to support queries within 2 working hours during standard support hours (08:30 to 17:30 Monday to Friday excluding English Bank Holidays)|
|User can manage status and priority of support tickets||No|
|Phone support availability||9 to 5 (UK time), Monday to Friday|
|Web chat support||No|
|Onsite support||Yes, at extra cost|
The Customer Support Desk is available from 08:30 hrs to 17:30 hrs Monday to Friday excluding Bank Holidays. Support may be provided outside these hours by prior arrangement.
All calls are logged and the customer will be asked to indicate the urgency of the problem and be provided with the Crown reference number of the call for any further communication. There are three levels of severity - 1=Critical, 2=Urgent and 3=Minor. Whenever a customer identifies a problem they should raise the problem with the Crown Support Desk, the problem can be telephoned through, faxed to Crown, emailed or the problem details can be recorded via the support web site.
In all cases Crown will assign a unique number to the problem
The customer should present the problem in as much detail as possible and in particular indicate its severity. The support service is included in the costs shown in the GCloud9 Pricing Document.
Crown does not have dedicated technical account managers or cloud support engineers as all support staff are trained to handle cloud support queries.
|Support available to third parties||Yes|
Onboarding and offboarding
The Level of provision will be defined in terms of the number of Users of the Service, and the buyer would need to provide number of employees to be managed through the service and the number of Service users who need to access the software to use the service and manage other employees.
Crown would write to confirm formally the cost of service and provide the service contract.
On your confirmation by signing the Service Agreement Contract and providing a Purchase Order, Crown would then initiate the service.
Crown would provide either onsite or remote implementation and training, depending on the needs of the customer, and standard user documentation (user guides) will be provided. Tailored user guides based on the buyers specific user case can be created at an additional cost if required.
|End-of-contract data extraction||
On Completion of the service period contract or termination under the agreed contract terms (subject to the minimum period) the Off Boarding process will follow:
1) All User Access to the Service will be terminated 2) The database will be backed up (Termination Backup) and this backup will be provided to the Service Initiator 3) The Termination of Service Backup will be held securely for a maximum of one month or until Service Initiator confirms receipt of the database, whichever is the shorter period 4) All copies of Backups held by Crown will be destroyed 5) The Service Database will be destroyed 6) All Service contact details will be destroyed
At the end of the contract period, the buyers right to access the service will cease and the subscription payments will stop, as per the call-off agreement.
Included in the price of the contract are rights to access the software, software maintenance and technical support, cloud hosting and application management. In addition to the monthly subscription, there are additional costs for implementation and training services, which are estimated in the GCloud9 Pricing Document.
Data collection devices for capturing time and attendance data and any desktop or mobile technology used for accessing the system are not included in the costs.
Ad hoc consultancy services are available at an additional cost at a fixed daily rate.
Using the service
|Web browser interface||Yes|
|Application to install||No|
|Designed for use on mobile devices||Yes|
|Differences between the mobile and desktop service||Our employee self-service (ESS) application is optimised for use on mobile devices, which accounts for the majority of users in a typical installation. Modules used by managers and planners are web based, requiring a suitable browser.|
|Accessibility standards||None or don’t know|
|Description of accessibility||The system provides functions that are used for managing employees and accessing self-service data, with too much detail of functions to be outlined in this response. There are options with different colour schemes (such as high contrast screens for visually-impaired users) which can be set at a user level. Screens can also be zoomed to make them easier to read for certain types of user.|
|Accessibility testing||Crown have not done specific interface testing with users of assistive technology, but do have visually-impaired users in its existing customer base.|
|What users can and can't do using the API||
A variety of data input and output functions are available via a web service, which can be set up via either .csv or web service transactions. These include Absence Registration, Time & Attendance Clocking, Activity Time Booking and Entitlement and Flexi Balance Enquiries.
In addition a standard import transaction is available which can be used to import on a suite of over 50 API library transactions.
As the API service is flexible, they can be modified by the users, but only subject to appropriate access profiles, and subject to the security constraints on the network. Crown can provide expert services for support of customers in extracting and importing data via the APIs, provided at an additional consulting cost. Full documentation on this can be provided on request under Non-Disclosure Agreement.
|API documentation formats|
|API sandbox or test environment||Yes|
|Independence of resources||Proactive notifications are in place which inform Crown when the system reaches certain performance thresholds (such as processor and memory usage). We also continually monitor the system and can expand the service when required.|
|Service usage metrics||Yes|
|Metrics types||Usage Reports are available in the system which are accessible by the buyer.|
|Reporting types||Reports on request|
|Supplier type||Not a reseller|
|Staff security clearance||Other security clearance|
|Government security clearance||Up to Baseline Personnel Security Standard (BPSS)|
|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 Tigerscheme qualified provider or a CREST-approved service provider|
|Protecting data at rest||
|Other data at rest protection approach||Encryption of data at rest within our MS SQL server database|
|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 export approach||
Crown Systems Integration team and the customer will create a requirements definition, where the integration team will specify the detailed content and format of each extract dataset, along with any file transport and communication requirements. Crown provide full documentation describing the steps necessary to install the product and any customer specific development.
Most frequently output files are written to pre-determined shared folders. File name nomenclature is configurable and can contain run specific values; for example, system date and time. Output can also be directed for consumption by external web services, or processed by integration middleware products.
|Data export formats||CSV|
|Data import formats||CSV|
|Data protection between buyer and supplier networks||IPsec or TLS VPN gateway|
|Data protection within supplier network||
|Other protection within supplier network||We utilise encryption of the data at rest within our database and recommend the use of a VPN.|
Availability and resilience
Availability will be 99.9%+, outside of planned maintenance windows.
The Host Infrastructure Network will be available 100% of the time in a given month, excluding Maintenance. In a given month, for Network downtime outside Maintenance, Crown will credit the Customer 2% of the monthly fee, for each thirty minutes of network downtime, up to 100% of the Customer’s monthly fee for the affected servers.
The data centre power will function 100% of the time in a given month, excluding Maintenance. In a given month, for Infrastructure Downtime outside Maintenance, Crown will credit the Customer 2% of the monthly fee for each thirty (30) minutes, up to 100% of the Customer’s monthly fee for the affected servers.
For a malfunction of the following Host Infrastructure hardware: (i) switches, firewalls, load balancers and servers; (ii) direct attached storage devices; (iii) network attached storage devices; and (iv) storage area networks, repair or replacement will begin once Crown identify the cause.
Hardware repair or replacement will be completed within 1 hour of problem identification for switches, firewalls, load balancers, servers and direct attached storage devices, and within five hours of problem identification for network attached storage devices.
|Approach to resilience||
We apply load balancing across our web and application servers and utilise the MS SQL Server "always on" functionality.
The customer hosting configuration (*.config files), software layout, versions, IIS setup and server configuration will be stored both in the Host Supplier backup regime and also at Crown in the Customer Hosting Folder. The current configuration will be backed up, as well as the associated documentation, including: Current Install Directories, Software Level including Patches, Config (DNS, Messages Queues, Log Folders, Reports etc.),
Details of Current Backup Procedure including: Software, Config, Database, Documentation, User Account details for rich client / Remote Desktop Services. In addition to the Hosting Supplier undertaking the agreed Server level image backup regime Crown will include a separate backup of the Production database. The database will be backed up to a Crown folder on the server, which in turn will be backed up by the Hosting Supplier. The backup procedure will be regularly checked to ensure that the backup is both successfully taking place and contains all of the data necessary, to restore the system.
We utilise active monitoring on our system, which means that our support team are notified electronically of any outage as soon as it occurs.
The notifications are not provided publicly, or via dashboard currently.
Identity and authentication
|User authentication needed||Yes|
|Access restrictions in management interfaces and support channels||Physical access is restricted by a VPN. A username and password is required (held on the Crown database) and the user must have the required access privileges to access management functionality.|
|Access restriction testing frequency||At least once a year|
|Management access authentication||
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||Between 1 month and 6 months|
Standards and certifications
|ISO/IEC 27001 certification||No|
|ISO 28000:2007 certification||No|
|CSA STAR certification||No|
|Other security accreditations||No|
|Named board-level person responsible for service security||Yes|
|Security governance accreditation||No|
|Security governance approach||
Crown has its own defined information security process to protect the data of our customers, which includes the strict management, storage and anonymisation of customer databases and network security.
Crown are currently working to gain Cyber Essentials certification, following which we will work towards ISO 27001 certification.
|Information security policies and processes||
Crown has its own information security process to protect the data of our customers, which are part of our IT security policies.
Access to the Hosted system is limited to authorised staff assigned to providing the Managed Hosted Services, with access through specific password controlled Profiles. The customer would have the right to undertake an audit of the security arrangements around the Hosting and Managed Hosting Services.
All staff assigned will be named and will be available for the Customer to undertake security reviews with. Crown employees are contractually required to comply with a number of Company processes and procedures, including Company Rules, the IT Code of Practice and the Employee Handbook which are designed to protect the business, our Customers and employees. Areas/topics covered by some of these policies & procedures include Confidential Information, Handling Customer data, Email & Internet Policies, Passwords, Network Security, Virus Control, Media Security and Social Media. All employees are aware of their responsibilities and that breaches to these policies are handled under the Disciplinary & Dismissal procedure.
|Configuration and change management standard||Supplier-defined controls|
|Configuration and change management approach||Crown has its own change management process. This ensure each software change is assessed, prioritised and defined before being scheduled into our release plan.|
|Vulnerability management type||Conforms to a recognised standard, for example CSA CCM v3.0 or SSAE-16 / ISAE 3402|
|Vulnerability management approach||
Vulnerability management is provided through our Cloud hosting partner. The system analyzes the security state of the Crown system to identify potential security vulnerabilities and provide recommendations. This includes provisioning antimalware, provisioning of web application firewalls to help defend against attacks that target your web applications and deploying missing system updates and OS configurations.
The hosting partner constantly collects intelligence on potential threats from a variety of sources, and applies updated protection definitions as soon as they are available and validated.
|Protective monitoring type||Conforms to a recognised standard, for example CSA CCM v3.0 or SSAE-16 / ISAE 3402|
|Protective monitoring approach||
Protective monitoring is provided through our Cloud hosting partner. The system automatically collects, analyzes, and integrates log data from the Crown system, including anti-malware programs and firewalls. When threats are detected, a security alert is created and notified to the Crown support team.
Crown carefully assess the threat level of recorded incidents, and respond proportionately to the threat.
|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||
The Crown system is monitored 24/7/365 to prevent, detect and deter physical security attacks. In the event of an incident this will be alerted to Crown by our Cloud hosting partner upon which we will respond to and document physical security incidents, and respond accordingly.
Incidents can be raised by phone, email or web, and updated reports are available via our customer support website.
|Approach to secure software development best practice||Supplier-defined process|
Public sector networks
|Connection to public sector networks||No|
|Price||£1.10 to £5.65 per person per month|
|Discount for educational organisations||No|
|Free trial available||Yes|
|Description of free trial||A free trial can be made available at Crown's discretion, for a maximum period of 3 months. Associated implementation and training services are not FOC, and charged as per the estimates in the Pricing Document. Access to the Crown GCloud9 system will not be provided without associated Crown implementation services.|
|Pricing document||View uploaded document|
|Terms and conditions document||View uploaded document|