Northgate Public Services UK Limited

NPS ASSURE Environment Suite

NPS ASSURE Environment Suite SaaS is a highly configurable person and property database comprising a suite of application modules which are legislatively compliant for Planning/Development Control, Building Control, Local Land Charges, Environmental Health, Licensing, Trading Standards, Waste/Cleansing Management, Private Sector Housing and Grounds Maintenance.

Features

  • Planning/Development Control: Full planning application processing.
  • Building Control: Full building control application processing.
  • Local Land Charges: Management of the LLC1 register and CON29.
  • Environmental Health: Back office system for all aspects of service.
  • Licensing: All forms of premise, people and vehicle licensing.
  • Trading Standards: Trading Standards requirements including interface for consumer direct.
  • Waste Management: Processing of service requests for waste and cleansing.
  • Private Sector Housing: HMO licensing, Grants and Loans, HSRS.
  • Grounds Maintenance: Client/contractor asset management system.
  • SearchNet: Land charge solution including with on-site business consultancy.

Benefits

  • Online application submission.
  • Interactive dashboards and reports.
  • Web interface for access on any device.
  • Offline mobile app for inspection processing.
  • Integration with national portals e.g. 1APP.
  • Online customer access for tracking and comments.
  • Spatial integration for plotting and searching.
  • Customisable online application forms.
  • Departmental data sharing.

Pricing

£1500 to £4500 per licence per month

Service documents

Framework

G-Cloud 11

Service ID

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

Contact

Northgate Public Services UK Limited

Northgate Public Services Frameworks Team

08452 700353

frameworks@northgateps.com

Service scope

Software add-on or extension
No
Cloud deployment model
Community cloud
Service constraints
No
System requirements
HTML5 compliant browser with appropriate memory depending upon usage.

User support

Email or online ticketing support
Email or online ticketing
Support response times
Target 1 hour within contracted support hours.
User can manage status and priority of support tickets
Yes
Online ticketing support accessibility
WCAG 2.1 A
Phone support
Yes
Phone support availability
9 to 5 (UK time), Monday to Friday
Web chat support
No
Onsite support
Yes, at extra cost
Support levels
Service is available 24x7, except for planned and emergency maintenance. Support response is available 09:00-17:30 each Business Day. NPS ASSURE typically achieves 99.5% availability.
The NPS ASSURE Administrator can log a call 24x7 online. Upon receiving a Support Request, but within 4 working hours during Normal Business Hours, the call will be prioritised:
P1 (Critical) - service unavailable to Authorised Users.
P2 (Medium) - important business function unavailable for Authorised Users.
P3 (Low) - important business function affecting proportion of Authorised Users.
P4 – advice, or problems affecting 1 or 2 Authorised Users.
The Service Desk will contact the NPS ASSURE Administrator to try and resolve issues. Where this is not possible, the issue will be escalated to a technical team.
NPS will use reasonable commercial endeavours to provide identification and resolution, obviation and/or mitigation of operational bugs or errors reported by the client in NPS ASSURE in accordance with the following estimated target timescales:
P1: 4 working hours.
P2: 12 working hours.
P3: 24 working hours.
P4: 72 working hours.
P4 - 72 working hours.
A Client Services Manager will be allocated to manage the on-going relationship, and cloud support engineers are allocated as appropriate to resolve technical issues.
Support available to third parties
No

Onboarding and offboarding

Getting started
In order to effectively use the NPS ASSURE Environment Suite there is an onboarding phase which involves:
• System Administrator access to your pre-configured environment.
• Access to a sandpit environment for up to 28 days, usually within five working days of placing the Order.
• Configuration services.
• Personalisation.
• Data migration from existing system (not included in the onboarding fee, additional charge based on client requirements using the appropriate SFIA rates to establish a fixed price).
• Training services.
Service documentation
Yes
Documentation formats
PDF
End-of-contract data extraction
Throughout the duration of the contract you can use the reporting facilities to extract your business data from the service. We will carry out a scoping study at a cost of £2,000 to agree the scope and format of data required. Following the scoping study we will provide a fixed price to extract the data based on the SFIA rate card.
End-of-contract process
Throughout the duration of the contract you can use the reporting facilities to extract your business data from the service. We will carry out a scoping study at a cost of £2,000 to agree the scope and format of data required. Following the scoping study we will provide a fixed price to extract the data based on the SFIA rate card.

Using the service

Web browser interface
Yes
Supported browsers
  • Internet Explorer 9
  • Internet Explorer 10
  • Internet Explorer 11
  • Firefox
  • Chrome
  • Safari 9+
Application to install
Yes
Compatible operating systems
  • Android
  • Windows
Designed for use on mobile devices
Yes
Differences between the mobile and desktop service
The ASSURE web application has been designed to be accessed via a mobile device. Additionally a separate mobile app is available for offline working. The mobile app has been designed for in-field working on and Android device and includes functionality for the completion of food or building control inspections.
Service interface
No
API
Yes
What users can and can't do using the API
Our standard API provided users with access to view and update selective information with the system. The API is provisioned a web service with a set of documented methods providing the user with details of functionality available.
API documentation
Yes
API documentation formats
  • HTML
  • PDF
API sandbox or test environment
No
Customisation available
Yes
Description of customisation
Some optional customisation is available, for example, styling / logos and so on, which can be discussed with you.

Scaling

Independence of resources
Each client instance is allocated computer resources (processing power, memory and storage) in accordance with the number of users and documents to be stored. This is sized to enable users to undertake normal operational activities without affecting other users.

Analytics

Service usage metrics
No

Resellers

Supplier type
Not a reseller

Staff security

Staff security clearance
Conforms to BS7858:2012
Government security clearance
Up to Security Clearance (SC)

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
Supplier-defined controls
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 another standard
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
Throughout the duration of the contract you can use the reporting facilities to extract your business data from the service. We will carry out a scoping study at a cost of £2,000 to agree the scope and format of data required. Following the scoping study we will provide a fixed price to extract the data based on the SFIA rate card.
Data export formats
  • CSV
  • Other
Other data export formats
XLS
Data import formats
  • CSV
  • Other
Other data import formats
XLS

Data-in-transit protection

Data protection between buyer and supplier networks
  • Legacy SSL and TLS (under version 1.2)
  • Other
Other protection between networks
Private MPLS circuits or equivalent.
Data protection within supplier network
  • TLS (version 1.2 or above)
  • IPsec or TLS VPN gateway
  • Legacy SSL and TLS (under version 1.2)

Availability and resilience

Guaranteed availability
NPS is fully committed to providing superior levels of service and achieving high availability. However, given the limited nature of each individual contract and the relatively short contract period, it is not appropriate to include a service credit regime.
Approach to resilience
There are two areas of service resilience: data centre and support.
Data Centre
The data centre housing the ASSURE systems is a purpose-built facility classified as Tier III+. It has separate mains power feeds from different supply lines, distributed through independent, duplicated distribution paths to each cabinet. It is designed to be fully resilient with redundant N+1 power and cooling. Services utilise highly redundant and resilient equipment, and virtual technology enables services to move to alternate hosts in the event of a host failure. Resilience is further boosted through resilient and multi-layered network infrastructure based on paired Cisco switch infrastructure. There is stringent security protection certified to ISO 27001:2013 standard. Production services located in the data centre are also protected through replication and disaster recovery services at a second data centre, providing data centre resilience.
Support
Each contract is assessed for its workload requirements and capacity is built into the supporting technical teams. Specialist shared teams provide support services located from multiple locations enabling service resilience and cover for peaks in demand. Standards, such as ITIL and Service Desk, further contribute to service quality and resilience.
Outage reporting
Outages will be treated as a Major Incident (MI) and managed by the ISO20000-certified process. A named user will receive an email and SMS message notifying them of the status of the MI until resolution. The incident will also be logged on the Service Desk system where the status is also visible to the user.

Identity and authentication

User authentication needed
Yes
User authentication
  • Limited access network (for example PSN)
  • Dedicated link (for example VPN)
  • Username or password
Access restrictions in management interfaces and support channels
Separate networks are used for users, and for support and management purposes. These are logically separated using vlans and firewalls. All management and support staff have access via the management network and end users are excluded.
Access restriction testing frequency
At least once a year
Management access authentication
  • Dedicated link (for example VPN)
  • Username or password

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 receive audit information on a regular basis
How long supplier audit data is stored for
User-defined
How long system logs are stored for
At least 12 months

Standards and certifications

ISO/IEC 27001 certification
Yes
Who accredited the ISO/IEC 27001
BSI
ISO/IEC 27001 accreditation date
28/03/2018; valid until June 2021. Certificate IS 598449 .
What the ISO/IEC 27001 doesn’t cover
The NPS Information Security Management System (ISMS) is registered to ISO 27001 and therefore audited by BSI at least annually. All NPS staff are required to comply with the ISMS.
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
Yes
Security governance standards
ISO/IEC 27001
Information security policies and processes
All of our services and processes are carried out in compliance with our ISO27001:2013 certified Information Security Management System (ISMS). The ISMS is supported by a comprehensive set of standards and policies. All staff undertake mandatory annual security and data protection awareness training to ensure they are familiar at all times of the importance of operating in a secure manner and of the policies in place.
The NPS Senior Information Risk Owner (SIRO) operates at board level and has overall responsibility and accountability for all aspect of security governance. The SIRO is supported by an Information Security Steering Group (ISSG) which is headed by the Security Manager and has representatives from all areas within the organisation. The ISSG is responsible for agreeing policies with the SIRO and ensuring they are implemented across the business.
An operational Security Working Group (SWG) is responsible for managing any incidents that may occur and in an advisory capacity to provide advice and guidance to the organisation.

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
We have an ISO20000 certified service management system. The components of the service are created as Configuration Items and added to our Configuration Management Database when the Change Request has been completed. As part of the Change Management Process, when future Changes affect the components our CMDB is updated accordingly throughout the lifetime, up to and including decommissioning and disposal.
We hold a weekly Technical Change Advisory Board, which is attended by at least one member of the Security Team, who will assess any security implications.
Vulnerability management type
Supplier-defined controls
Vulnerability management approach
We have Symantec Endpoint Protection anti-virus software installed that assesses potential threats to our services. We deploy patches to our services in a timely manner. Critical security patches are applied as soon as possible, and all other patching is done on a quarterly cycle. Our Security Team has signed up to various security alert subscriptions, alerting us to potential threats that may affect our services.
Protective monitoring type
Supplier-defined controls
Protective monitoring approach
We use the protective monitoring tool LogRhythm to identify potential compromises. We have a team of Security Administrators that regularly review the audit logs and take relevant action.
When a potential compromise has been identified, it is reviewed by the Security Team and an investigation is carried out. This may result in a Major Incident or a Service Change being raised, and these are managed in accordance with the relevant process.
Speed of incident response is dependent on the severity, any critical incidents are prioritised and an emergency remedial plan will be put in place.
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
Incident Management is part of our ISO20000 certified Service Management system.
All incidents are handled within the same process. Users report incidents through the Service Desk, and a Security Incident document is then raised. This is reviewed by the Security Team and is managed in accordance with the Incident Management Process.
At regular times Incident Reports are provided to the user, and once the Incident is closed a full report is produced which is used to identify any lessons learnt.

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
Yes
Connected networks
Public Services Network (PSN)

Pricing

Price
£1500 to £4500 per licence per month
Discount for educational organisations
No
Free trial available
No

Service documents

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