CommunityCare360 (CC360) is our modular based cloud system which provides a platform for patients, primary care physicians, mobile care providers and numerous other stakeholders to connect and access health information, to help support the treatment process
- Supports collaboration between sectors for fully integrated care pathways.
- Care plans visible to all stakeholders in continuum of care
- Care Providers have accurate & real-time information on mobile devices
- Visits recorded at the client’s home – no paperwork
- Clients can access their care plans and goals
- Real-time client progress updates available to all care team
- Reduces healthcare costs through reduced readmission rates.
- More effective care team, coordination and communication
- More efficient home-based care
- Client engagement and empowerment
- Measurable and comparable process
- Promotes openness, equality, collaboration and efficiency
£16 per user per month
|Software add-on or extension||No|
|Cloud deployment model||Public cloud|
|System requirements||See Service Definitiion|
|Email or online ticketing support||Email or online ticketing|
|Support response times||One hour Response Time|
|User can manage status and priority of support tickets||Yes|
|Online ticketing support accessibility||None or don’t know|
|Phone support availability||9 to 5 (UK time), Monday to Friday|
|Web chat support||Web chat|
|Web chat support availability||9 to 5 (UK time), Monday to Friday|
|Web chat support accessibility standard||None or don’t know|
|How the web chat support is accessible||The system is based on Avaya Automated Chat 2.0 (formerly Conversive). Details on accessibility can be found at: https://www.avaya.com/en/documents/vpat---avaya-automated-chat-desk-20-2013-08-19.pdf|
|Web chat accessibility testing||Testing would have been performed by Avaya the product vendor|
|Onsite support||Yes, at extra cost|
• Priority 1 Critical Fault:-
(Problem affecting an entire service, a large number of End Users): One hour Response Time, Four hours Resolution Time
• Priority 2 Serious Fault:-
(System or data problems affecting a large number of end users): One hour Response Time, Two days Resolution Time
• Priority 3 Standard Fault:-
(The system is operating in a degraded way, but which does not have a significant adverse effect on operations.): One hour Response Time, Seven days Resolution Time
• Priority 4 Cosmetics Fault or Request for information:-
(A minor agreed problem exists in the system, which has no significant effect on operations.
An end user has chosen to execute a transaction in a manner not recommended.
Request for information or advice or agreed service requests.
Other calls not related to a fault. ): One hour Response Time, 30 days Resolution Time.
|Support available to third parties||Yes|
Onboarding and offboarding
|Getting started||This involves: the creation and issuing of accounts using the Service software account administration module; the creation and loading of configuration data and reference files as per agreed formats; the publication of user guides and associated filmed demos; the issuing of appropriate URLs and shortcuts to end user devices.|
|End-of-contract data extraction||CGI will deliver a smooth and secure off boarding process at the termination of the service. This will include: the decommissioning of relevant accounts; the extraction of data held on the system in agreed formats for on boarding into any new service; the decommissioning of any interfaces or integration points with third party or local systems; the engagement with any new service providers to ensure a smooth transition.|
Off-boarding is instigated by a client request or after expiration of the service agreement. Deletion of any virtual machine image and data will occur in line with the service agreement. Any required data will be made available using appropriate media, in line with the data security classification. After client notification that data has been successfully recovered, CGI will purge and destroy client data from any compute or storage device or media that remains part of CGI's estate.
CGI will deliver a smooth and secure off boarding process at the termination of the service. This will include: the decommissioning of relevant accounts; the extraction of data held on the system in agreed formats for on boarding into any new service; the decommissioning of any interfaces or integration points with third party or local systems; the engagement with any new service providers to ensure a smooth transition.
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||All actions in the desktop service are available in the mobile service. The mobile service also makes use of elements such as NFC tags.|
|Accessibility standards||WCAG 2.0 A|
|Accessibility testing||The service has been fully tested for assistive technology use.|
|What users can and can't do using the API||The API allows all primary actions to be performed.|
|API documentation formats|
|API sandbox or test environment||No|
|Description of customisation||
CGI CC360 will support customisations in the following ways:
• Functionality modules switched on according to the Customer’s deployment needs and schedule
• Links to clinical support sites
• Back-end integration with the Customer’s care systems.
|Independence of resources||
This is an optional service. We will jointly with the Trust define a number of agreed synthetic transactions, these will be run on an agreed frequency and the performance measured. After an agreed period during which these transaction are benchmarked we will report performance against the agreed performance timing as part of the monthly service report.
Costs for this service will be provided on a case by case basis, based on the number of transactions and the frequency required.
|Service usage metrics||Yes|
|Metrics types||Agreed KPIs|
|Reporting types||Regular reports|
|Supplier type||Not a reseller|
|Staff security clearance||Other security clearance|
|Government security clearance||Up to Developed Vetting (DV)|
|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||Managed by a third party|
|Penetration testing frequency||At least once a year|
|Penetration testing approach||In-house|
|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||A third-party destruction service|
Data importing and exporting
|Data export approach||The extraction of data held on the system in agreed formats for on boarding into any new service.|
|Data export formats||Other|
|Other data export formats||Tool dependent, e.g. XML, OPT|
|Data import formats||
|Other data import formats||Any as required by the users.|
|Data protection between buyer and supplier networks||IPsec or TLS VPN gateway|
|Data protection within supplier network||IPsec or TLS VPN gateway|
Availability and resilience
|Guaranteed availability||For Application availability we offer a sliding scale over the monthly performance. Our target is 98% with a threshold of 95%. Infrastructure downtime or other incidents within Force Majeur, planned or unplanned, is excluded from this calculation.|
|Approach to resilience||Resilience provided by underlying hosting platform|
|Outage reporting||Monitoring by service team|
Identity and authentication
|User authentication needed||Yes|
|User authentication||Username or password|
|Access restrictions in management interfaces and support channels||Application level role-based access control|
|Access restriction testing frequency||At least every 6 months|
|Management access authentication||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 have access to real-time audit information|
|How long supplier audit data is stored for||User-defined|
|How long system logs are stored for||User-defined|
Standards and certifications
|ISO/IEC 27001 certification||Yes|
|Who accredited the ISO/IEC 27001||AFNOR UK Ltd (UKAS Registration No.022)|
|ISO/IEC 27001 accreditation date||19/09/2016|
|What the ISO/IEC 27001 doesn’t cover||
Nothing is NOT covered.
The following IS covered from a Technical perspective: Provision of outsourcing sevices including managed infrastructure services, contact centre services, service desk services, management of print and email, application development, maintenance and support services.
The following IS covered from a Business perspective: The provision of outsourcing, project and consultancy services, including development and delivery activities, plus the management of people, technologies and physical security.
|ISO 28000:2007 certification||No|
|CSA STAR certification||No|
|Other security certifications||No|
|Named board-level person responsible for service security||Yes|
|Security governance certified||Yes|
|Security governance standards||
|Other security governance standards||
ISO9001 Quality Management
TickITplus ISO9001 ISO14001 Environmental Management
ISO27001 Information Security Management
CLEF - ISO/IEC 17025:2005
|Information security policies and processes||
Our group-wide Enterprise Security Management Framework (ESMF) contains protection policies covering information security, privacy, physical security, and intellectual property among others. Specifically for the UK there is the CGI UK SBU Data Protection Directive.
Inspired by industry's best practices, ESMF is designed to adapt and to address security needs and, effectively support CGI and is based on two fundamental elements, a risk-based methodology and a business-focused approach that allows security and business continuity to be managed and aligned with CGI’s risk tolerance while fostering a risk sensitive culture.
The framework sets the security baseline to protect CGI and client operations whilst allowing continuous improvement for security program evolution. It establishes an efficient governance security model, clear and formal security processes and a complete set of policies supported by standards to manage security and business continuity effectively.
|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||
Our Change services are aligned to ITIL. We use a standard toolset aligned to ITIL, OneITSM, which supports Change using incident; problem; release; knowledge and asset & configuration management functionality. We integrated this with other tools, such as #define (our production system for Applications Development), OWL (our Knowledge Management repository), BMC Atrium Configuration Management Database (CMDB), PrimePortal (Service Knowledge Management System) and CustomerFirst (our User facing portals) to provide the appropriate functions for supporting Change.
Our Change approach incorporates categorisation and prioritisation ensuring we meet important targets and priorities and ultimately SLAs.
|Vulnerability management type||Conforms to a recognised standard, for example CSA CCM v3.0 or SSAE-16 / ISAE 3402|
|Vulnerability management approach||Vulnerability management. Occasionally, vulnerabilities will be discovered which, if left unmitigated, will pose an unacceptable risk to the service. Robust vulnerability management processes are in place within Microsoft Azure to identify, triage, and mitigate vulnerabilities.|
|Protective monitoring type||Conforms to a recognised standard, for example CSA CCM v3.0 or SSAE-16 / ISAE 3402|
|Protective monitoring approach||
CGI provide Pro-active system monitoring via BMC Patrol linked to our control bridge in South Wales. This helps ensure the effectiveness of the controls that are adopted and to verify conformity to the Microsoft and CGI cloud products information security policies and standards. The use of operator logs and fault logging ensure the identification of information system problems.
The Microsoft Azure platform provides protective monitoring which allows a service provider to detect and respond to attempted and successful attacks, misuse, and malfunction.
|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||
CGI’s incident management solution is aligned to ITIL. It aims to restore normal service level-defined operations as quickly as possible with minimum disruption to our clients’ business, ensuring that the best possible levels of service quality and availability are maintained. Our dedicated procedures, tools, roles and responsibilities for operational groups, client and 3rd party vendors enable effective management, coordination, resolution and recovery of incidents of all levels.
The process encompasses the following: Detection and recording, Classification and initial support, Investigation and diagnosis, Resolution and recovery and Tracking and communication.
|Approach to secure software development best practice||Supplier-defined process|
Public sector networks
|Connection to public sector networks||No|
|Price||£16 per user per month|
|Discount for educational organisations||No|
|Free trial available||No|
|Pricing document||View uploaded document|
|Skills Framework for the Information Age rate card||View uploaded document|
|Service definition document||View uploaded document|
|Terms and conditions document||View uploaded document|