Product Overview Victims Tracker (VT) is a software application, which was developed by London Probation Trust (LPT) to effectively manage the engagement / contact with victims of crime and the management of those activities. The application business requirements are designed such that the application will meet industry best practices and fully consider compatibility and usability including Assistive Technology user requirements (such as Dragon Naturally Speaking, Zoom Text) embracing W3C standards. Background LPT Software Development London Probation Trust (LPT) had a strong track record for the commercial development of software applications for consumption by Probation Trust organisations. London CRC now provides support and maintenance services to manage the software. Key features of London CRC s software offerings including Security Software applications are accredited to a level that is commensurate with the security classification of the data processed by the application Support Service desk with appropriately skilled ICT staff in place on a 9am-5pm mon-fri basis Maintenance Regular software releases are delivered throughout the year following identification of bugs / issues or additional feature requests following stakeholder requests for change. Scalability Victims Tracker has been deployed to the previous largest Probation Trust in the UK - 3000 users Disaster Recovery The hosting environment can provide DR provision (subject to cost) across two UK based datacentres Product Features Management Information and reporting Compatible with standard industry architecture components Integrated windows authentication for customers based on Probation GSI network Customisable to support customer refinements allowing localisation Training to super users available as per SFIA rate card Scalability Low Cost of ownership Example Use Cases Implemented by the UK s largest Probation Trust in 2011 to manage victim contact
Technical Features Client - The application is web based and designed to work using web browser Internet Explorer 6 or later. Server side application features are listed below; SQL database Active Directory Authentication providing single sign on functionality (SSO) Data import utility accepting common tab delimited file types supporting import from many customer data sources Audit logging to support protective monitoring requirements Has been subject to full CESG CHECK Application Level IT Health Check Information Assurance VT is suitable for OFFICIAL distribution from OFFICIAL data source), providing the flexibility to be accessed in the future from providers using accredited endpoints. As part of the terms and conditions customers agree to Business Impact Assessment conducted, which will form part of an organisations agreement to license. All datacentres are resilient, Tier3 and UK sovereign. Disaster Recovery resilience can be provided by the datacentre provider based on customer requirements at additional cost. Connectivity Available Connectivity via GSI or PSN is standard. Details of the level of backup/restore and disaster recovery that will be provided The server and application level backups will be retained for 10 days. Data retention greater than 10 days is possible and available at the customer s expense. Protective monitoring logs will be stored for 6 months in line with HMG Good practice Guide 13. Disaster Recovery functionality across two UK Sovereign datacentres is available subject to cost. Implementation and Customisation Processes The organisation will need to work with London Probation Trust to define upfront customisation required such as: Company logos Initial data for import to allow UAT Technical details of clients to connect and ongoing data import locations / processes London CRC can provide on-boarding and off-boarding consultancy services in accordance with the SFIA rate card.
Pricing Charge consists of charge per user per annum The licensing model is based on 100 per user per annum with a minimum license fee of 15k per annum for each organisation. Base prices do not include Disaster Recovery provision or backup retention beyond 10 days. Product / Service Options Workload Management Tool provides information, which is updated on a daily basis to Management personnel to manage resource and workload capacity. The Provider delivers and manages the Workload Management Tool from their accredited network infrastructure and the Customer accesses the services remotely via a web browser from their local network PC or terminal. The Provider has agreed to provide the Services to the Customer in accordance with the terms and conditions as stated in the applicable G Cloud agreement. Service Management Details A UK based IT Service Desk will deal with incidents or requests logged with them by email or phone. An experienced, qualified ITIL Service Delivery Manager will be assigned to each client, and will be responsible for the on-going client relationship. They will also provide assistance with reporting, incident escalation and continual service improvement, at all times following London CRC s ITIL-based process framework. Service Management functions such as application administration for the application are not in scope of this service. This function can be procured separately from LPT. Service Constraints (E.G. Maintenance Windows, Level Of Customisation Permitted, Schedule For Deprecation Of Functionality/Features Etc.) Planned Maintenance means any pre-planned maintenance of any infrastructure relating to the Services. London CRC shall provide the Client with at least twenty four (24) hours advance notice of any such planned maintenance: Planned maintenance of London CRC s infrastructure relating to the Services shall happen between the hours of 19:00and 07:00 (UK local time) Monday to Friday and/or between the hours of 06:00 and 18:00 (UK local time) on a Saturday and/or Sunday. No planned maintenance will take place on a Saturday unless agreed in advance by both parties; Planned Maintenance shall be excluded from any availability calculation in regard to Service Credits but shall be included in the monthly service reporting; Emergency Maintenance means any emergency maintenance of any of the infrastructure relating to the Services. Whenever possible, LPT shall provide the Client with at least six (6) hours advance notice: Whenever possible Emergency Maintenance of London CRC s infrastructure will happen between the hours of 19:00and 07:00 (UK local time) Monday to Sunday and/or between the hours of 06:00 and 18:00
(UK local time)on Saturday and/or Sunday unless there is an identified and demonstrable immediate risk to a Clients environment; Emergency Maintenance shall be excluded from any availability calculation in regard to service credits but shall be included in the monthly service reporting. Service Levels (performance, availability, support hours, severity definitions etc.) The London CRC Provided infrastructure hosting VT offer a 99.9% availability SLA based on non DR provision. Financial recompense model for not meeting service levels If the service level falls below the stated availability percentage (excluding Planned and Emergency maintenance periods), the Client will be eligible for Service Credits. Service Credits will be calculated as a percentage (5%) of the fees for the monthly billing period during which the failure occurred (to be applied at the end of the billing cycle). Training Experience has proven a train the trainer type approach is most successful. Due to the considerations made during the development ofvt training of end users beyond this has not proven necessary Classroom Training - Traditional classroom training, with hands-on access to a demonstration or UAT version Ordering and invoicing process The annual license fees are payable annually in advance. Payment can be via Purchase Order. Service lead-time New Clients (organisations) will typically be deployed within 1 month from order. Shorter deployment times may be available and prioritised upon request. Customers will be responsible for managing the lead times with their own IT providers where changes are required for transfer of data or access. Termination terms by consumers (i.e. consumption) By the Supplier (removal of the G- Cloud Service) One Calendar month notice must be given. There are no termination fees. All data, accounts and access will be permanently deleted. Termination costs There are no termination costs for this Service, however an organisation must make provision for migration of the case information to another repository. Data restoration / service migration
Customer has ability to extract their information. A migration service is offered separately and is recommended to maintain integrity of information under Retention. Consumer responsibilities The consumer is also responsible for ensuring only appropriate data is stored and processed by applications on this environment and that they comply with the Security Operating Procedures (SyOps) and other information assurance requirements. Technical Requirements (Service Dependencies And Detailed Technical Interfaces, E.G. Client Side Requirements, Bandwidth/Latency Requirements Etc.) Individual users will require connectivity via a government secure network to the Cloud Platforms. Integration to customer Active Directory is required, as is a certified browser platform. Details Of Any Trial Service Available Demonstration service is available by agreement with London CRC