Creative Software Solutions (Europe) Limited

Wheelchair Powered by TCES Community

TCES Community Wheelchair is a robust equipment ordering, e-referral, assessment and clinic management solutions for wheelchair services.


  • Cloud Based
  • Device Agnostic
  • Real time asset tracking
  • Reporting


  • Online referrals
  • Online assessments
  • Online Catalogue
  • Advanced routing
  • Equipment tracking


£16200 per licence per year

  • Education pricing available
  • Free trial available

Service documents


G-Cloud 11

Service ID

1 8 3 2 3 6 7 8 5 4 8 8 7 3 8


Creative Software Solutions (Europe) Limited

Hayley Warwick


Service scope

Service scope
Software add-on or extension No
Cloud deployment model Public cloud
Service constraints None
System requirements
  • Any Compatible Web Browser
  • Android & IOS Mobile Browser

User support

User support
Email or online ticketing support Email or online ticketing
Support response times Standard Support hours are Monday to Friday 08:00 to 18:00. Support for connectivity and ‘server up’ is 24/7/365 and provided by Rackspace UK Limited.
User can manage status and priority of support tickets No
Phone support Yes
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 Livechat can be accessed via by our dedicated support staff Monday - Friday 8am-6pm
Web chat accessibility testing None
Onsite support Yes, at extra cost
Support levels Creative Software Solutions offer a dedicated helpdesk support team for every contract we work with, there is no additional cost for our telephone and online ticketing support. Support is from 08.00 to 18:00 GMT. Server and hosting support is 365/24/7. Each customer is provided with an technical account manager and cloud support engineer. We only offer on level of support. All support is provided as part of the subscription cost.
Support available to third parties Yes

Onboarding and offboarding

Onboarding and offboarding
Getting started CSS provide all our customers with onsite training for up to 9 days this includes a cost of £895 per day. We also provide user guides documentation.
Service documentation Yes
Documentation formats
  • HTML
  • PDF
End-of-contract data extraction Users have the capability to download all data at contract end via SQL database method or excel extraction. This can be undertaken by our support team or by the client using our secure interface.
End-of-contract process Upon expiry or termination of the Agreement, all client data will be deleted from the system no less than 10 days from the date of expiry or termination, in line with Data Protection and data retention requirements. There is no cost for this service.

Using the service

Using the service
Web browser interface Yes
Supported browsers
  • Internet Explorer 7
  • Internet Explorer 8
  • Internet Explorer 9
  • Internet Explorer 10
  • Internet Explorer 11
  • Microsoft Edge
  • Firefox
  • Chrome
  • Safari 9+
  • Opera
Application to install Yes
Compatible operating systems
  • Android
  • IOS
Designed for use on mobile devices Yes
Differences between the mobile and desktop service None
Service interface No
What users can and can't do using the API Users can call API's through secure web services for a variety of reasons. Live activity tracking information. Placing orders from third party systems. Moving Assets. Completing activities. Asset tracking and verification.
API documentation Yes
API documentation formats
  • Open API (also known as Swagger)
  • HTML
API sandbox or test environment Yes
Customisation available Yes
Description of customisation All contracts can be configured to suit the needs of the customer and type of contract they are operating.


Independence of resources TCES community Wheelchair is fully load balanced across communications, web and database. Through our provider Rackspace UK Limited, TCES Community Wheelchair has the ability to automatically increase bandwidth requirements and laid balance traffic across web and database servers in real time.


Service usage metrics Yes
Metrics types CSS provide metrics for server availability throughout a given period through real time dashboards.
Reporting types Real-time dashboards


Supplier type Not a reseller

Staff security

Staff security
Staff security clearance Conforms to BS7858:2012
Government security clearance Up to Baseline Personnel Security Standard (BPSS)

Asset protection

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 No
Datacentre security standards Complies with a recognised standard (for example CSA CCM version 3.0)
Penetration testing frequency At least every 6 months
Penetration testing approach ‘IT Health Check’ performed by a Tigerscheme qualified provider or a CREST-approved service provider
Protecting data at rest Physical access control, complying with CSA CCM v3.0
Data sanitisation process Yes
Data sanitisation type
  • Explicit overwriting of storage before reallocation
  • Deleted data can’t be directly accessed
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 importing and exporting
Data export approach Users export the data through our cloud interface.
Data export formats CSV
Data import formats
  • CSV
  • Other
Other data import formats
  • SQL Server
  • Microsoft Excel

Data-in-transit protection

Data-in-transit protection
Data protection between buyer and supplier networks TLS (version 1.2 or above)
Data protection within supplier network IPsec or TLS VPN gateway

Availability and resilience

Availability and resilience
Guaranteed availability Cloud Server Hosts Service Level Guarantee. Rackspace guarantees the functioning of all Host Servers hosting the Cloud Servers or Cluster (including the hypervisor, where applicable). If a Host Server hosting a Cloud Server or Cluster fails, Rackspace guarantee that restoration or repair will be complete within one (1) hour of problem identification. If we fail to meet this guarantee you will be eligible for a credit, as follows: Five percent (5%) of the Service Fees for each additional hour of unavailability (or portion thereof), after the first hour, up to one hundred percent (100%) of the Service Fees.
Approach to resilience Available on request.
Outage reporting Outage reporting is communicated via a public dashboard, API's communicate outages or high usage volumes to customers. All outage failures are emailed to key client addresses as soon as an outage is determined.

Identity and authentication

Identity and authentication
User authentication needed Yes
User authentication
  • 2-factor authentication
  • Public key authentication (including by TLS client certificate)
  • Username or password
Access restrictions in management interfaces and support channels TCES Community Wheelchair defines a number of user roles that are key to managing the people who utilise the platform, both for administration and service and data management. Users and people are essentially equivalent terms; it's the broadest definition for all people who use TCES Community Wheelchair. TCES Community Wheelchair defines each user's role when they are added,as users role may be changed as needed. And, when users sign in, they are only shown the parts of the platform that they are allowed to see and use. User access rights dictate who they can access TCES Community Wheelchair's support channel.
Access restriction testing frequency At least every 6 months
Management access authentication
  • 2-factor authentication
  • Public key authentication (including by TLS client certificate)
  • Username or password

Audit information for users

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 At least 12 months
Access to supplier activity audit information Users have access to real-time audit information
How long supplier audit data is stored for At least 12 months
How long system logs are stored for At least 12 months

Standards and certifications

Standards and certifications
ISO/IEC 27001 certification No
ISO 28000:2007 certification No
CSA STAR certification No
PCI certification No
Other security certifications Yes
Any other security certifications
  • IG SOC Level 3
  • ISO 27001:2015 (In Progress)
  • Cyber Essentials Plus (In Progress)

Security governance

Security governance
Named board-level person responsible for service security Yes
Security governance certified Yes
Security governance standards Other
Other security governance standards *Information Governance Level 3.
*Cyber Essentials.
*We adhere to the framework and controls of 27001.
Information security policies and processes Undertaking and adhering to the framework and controls of ISO 27001. IG Soc NHS Level 3 certified.

Operational security

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 TCES Community Wheelchair change management steps: 1.Collect all the information about the change, RFC. Submit RFC to change management. Review and complete information if needed. Classify - impractical, already considered or incomplete. Implement change. Monitor implementation progress, check that change has met its objectives. Close the record and notify requestor. 2.Evaluation process, impact, urgency, risk, benefits and costs of doing and not doing the change, Evaluate assessment results, schedule change advisory board meeting, schedule emergency, advisory board meeting, evaluate change for authorisation, project charter, schedules and other information, obtain required authorisation. 3.Plan implementation, negotiate schedules, authorize and schedule change.
Vulnerability management type Conforms to a recognised standard, for example CSA CCM v3.0 or SSAE-16 / ISAE 3402
Vulnerability management approach Vulnerability is managed by our hosting provider Rackspace Uk in real time. Patches are deployed outside working hours as soon as we are notified by vendors. Rackspace monitor threats through vendors and all reliable internet security channels.
Protective monitoring type Conforms to a recognised standard, for example CSA CCM v3.0 or SSAE-16 / ISAE 3402
Protective monitoring approach CSS and Rackspace apply protective monitoring, as deemed in CESG Good Practice Guide No. 13 (GPG 13:[4]), which we consider as our good practice. CSS and backspace respond to incidents within 8 hours of any incident occuring.
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 Users report any incident via our Zendesk Helpdesk system whereby a ticket can be labelled 'Security Incident'. Incident reports are also provided through the same secure Helpdesk system.

Secure development

Secure development
Approach to secure software development best practice Conforms to a recognised standard, but self-assessed

Public sector networks

Public sector networks
Connection to public sector networks No


Price £16200 per licence per year
Discount for educational organisations Yes
Free trial available Yes
Description of free trial The platform is available for 28 days with full access to the platform and support desk.

Service documents

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