ABN: 90 114 492 465
Version: 1.0 | Date: 27 August 2025

1. Purpose & Scope

This document describes Formbird Pty Ltd’s Quality Management / Assurance system for delivery of Formbird FLEET, our SaaS fleet information management solution. It applies to discovery, configuration, integration, testing, go-live, hosting, support and continuous improvement for council and public sector deployments in Australia.

2. Quality Policy & Objectives

Our objective is to deliver a secure, reliable and continuously improving service that meets contractual requirements and end-user needs. We achieve this through structured delivery governance, documented technical controls, rigorous testing, controlled releases, and customer feedback loops that drive iterative improvement.

3. Governance, Roles & Delivery Framework

Formbird uses a defined, stage-gated framework with clear responsibilities:

  • Discovery & Planning: kick-off, stakeholder engagement, process mapping and documented scope.
  • Configuration & Build: system configuration, data import/verification, digital form/workflow setup, and integration setup (e.g., finance, GPS, key cabinets).
  • User Acceptance Testing (UAT): sandbox UAT with council data; issue logs, rectification and re-test to agreed acceptance criteria.
  • Go-Live & Support: controlled cutover, structured hyper-care, documented escalation paths and SLAs.
  • Training & Change: audience-specific training (administrators, workshop, booking users), user guides/embedded help, and change support.

4. Our QMS Cycle (Plan–Do–Check–Act)

PLAN

  • Requirements & Risk: workshops confirm requirements, compliance obligations and data needs; risks and assumptions recorded.
  • Hosting Posture: ISO-certified Tier 3 Australian data centres; daily backups (14-day retention); disaster recovery targets RTO < 4 hours / RPO < 24 hours; uptime target ≥ 99.5%.
  • Security by Design: TLS encryption in transit; AES-256 encryption at rest; role-based access (down to field level); MFA; full audit logging.

DO

  • Configuration & Integrations: browser-based access (no local installs). Open REST APIs; standard integrations include Geotab (GPS/telematics) and KeyWatcher (key management) where in scope.
  • Supplier & Partner Assurance: supplier register tracks ABN, insurance/licences, service categories, and preferred status; expiry alerts for compliance documents.
  • QHSE Expectations: partners/subcontractors operate under Formbird’s quality, OH&S and environmental clauses; milestone reviews and incident reporting apply during delivery.

CHECK

  • UAT & Acceptance: structured UAT with traceable issue logs; fixes verified prior to production cutover.
  • Operational Monitoring & Auditability: 24/7 infrastructure monitoring; full audit trails of user and system activity accessible to authorised administrators.
  • Service Reviews: incident/problem/change management processes in place; optional monthly/quarterly reviews with customers.

ACT

  • Controlled Releases: monthly release cycle (with emergency patching as required), change control and documented rollbacks.
  • Continuous Improvement: product roadmap and configuration refinements informed by customer feedback and sector community engagement.

5. Operational Controls (Security, Hosting, Data Protection)

  • Australian hosting; encrypted transit and rest; tenancy isolation; backups and DR tested as part of our run-book.
  • Access controls enforced by role; audit trails retained for governance.
  • No desktop client—modern browsers only—reducing device management risk and simplifying updates.

6. Supplier / Partner Management & Compliance

  • Centralised supplier register with ABN, insurance and licence tracking; automated expiry alerts.
  • Subcontractor oversight: QA checklists, OH&S compliance, SWMS submission, milestone reviews and incident reporting.

7. Non-Conformance, Corrective & Preventive Action (CAPA)

  • Quality issues raised via UAT, support tickets or reviews are triaged under incident/problem/change procedures.
  • Fixes are developed, tested in sandbox, and released through the monthly cycle; preventive actions (e.g., configuration tweaks, permissioning, workflow steps) are implemented and verified with stakeholders.

8. Training & Competency

  • Audience-specific training for administrators, workshop and booking users; user manuals, quick-reference guides and embedded on-screen help.
  • Train-the-trainer used where appropriate to ensure local ownership and continuity.

9. Document & Records Control

  • We maintain project artefacts (charter, plans, workshop outputs), UAT scripts/results, training materials, go-live handover notes, audit logs, change records, and incident/problem/change tickets. Supplier insurance/licence documents are tracked with alerts.

10. Community & Continuous Improvement

Customers participate in the Formbird FLEET Professionals Community—knowledge-sharing sessions that capture lessons and feed enhancements into product and delivery practices.