AMS

SAR & FOI Request Portal

AMS SAR Portal is a secure encrypted solution designed and developed specifically for our NHS clients, allowing 3rd parties to submit Subject Access Requests (SAR) and Freedom of Information Requests (FOI) electronically and digitally via online forms.

Adhere to strict deadlines, control requests and run full KPI reports.

Features

  • Digital web forms
  • Central request management portal
  • Reporting tools and reports
  • Secure two way file exchange
  • Breach management
  • 256-bit AES encryption
  • Full audit trail
  • UK data sovereignty
  • 2 factor authentication
  • Self sign-up

Benefits

  • Improve efficiency with one central solution
  • Reduce postage and burn-to-disk costs
  • Modernise the request process with electronic web forms
  • Provide a better service to your patients
  • Speed up the process to minimise breaches
  • Save time with automatic report creation
  • Instant email notifications to improve visibility and speed-up response times
  • Improve security and avoid lost documents
  • Improve compliance and accountability with full audit trail
  • Empower your external users to manage their request(s)

Pricing

£1.09 to £2.80 a transaction

Service documents

Request an accessible format
If you use assistive technology (such as a screen reader) and need versions of these documents in a more accessible format, email the supplier at sales@ams-ltd.com. Tell them what format you need. It will help if you say what assistive technology you use.

Framework

G-Cloud 12

Service ID

2 5 6 1 6 8 3 2 4 1 5 3 2 7 0

Contact

AMS Sales Team
Telephone: 01202 652070
Email: sales@ams-ltd.com

Service scope

Software add-on or extension
No
Cloud deployment model
Public cloud
Service constraints
All communication to the service requires TLS 1.2 or higher to ensure a high level of secure encryption. Some older browsers that don't support TLS 1.2 are not supported.
System requirements
Any web browser (except older browsers that don't support TLS1.2)

User support

Email or online ticketing support
Email or online ticketing
Support response times
Level 1 Business critical. 2 Hours. Only available for production applications. Represents a complete loss of service or a significant feature that is completely unavailable, and no workaround exists. Does not include development issues or problems in staging environments.
Level 2 Degraded service. 4 Hours. Includes intermittent issues and reduced quality of service. A workaround may be available. Does not include development issues or problems in staging environments.
Level 3 General issue. 8 Hours. Includes product questions, how to questions, feature requests and development issues.
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
Text based web chat.
Web chat accessibility testing
We use a third party product : Tawk.to
Onsite support
Yes, at extra cost
Support levels
Standard support included with the service. All customers have a dedicated account manager with whom they can escalate support if needed.
Support available to third parties
Yes

Onboarding and offboarding

Getting started
Full documentation is provided included, Quick Start Guide, User Guide, Online Videos, FAQ's and Admin Guide.

Online and onsite training is available.
Service documentation
Yes
Documentation formats
  • HTML
  • ODF
  • PDF
End-of-contract data extraction
Data can be extracted via the portal, which includes reporting tools.

Every client has their own separate SQL database and storage account, which we can make accessible to the client.

There are options for AMS to create export tools to deliver the client data in a bespoke format, based on client requirements.
End-of-contract process
Access to the portal to download data can be provided for a period of time after termination, at no additional cost.

Access to your SQL database and storage account can be provided. The only additional costs for this would be the Data Download charges at the contract rate.

Bespoke data export solutions would be quoted on a case by case basis for engineering time, dependent on your requirements.

All customer data will be deleted no later than 60 days after the effective date of termination, unless otherwise agreed in writing between the parties.

Using the service

Web browser interface
Yes
Supported browsers
  • Internet Explorer 9
  • Internet Explorer 10
  • Internet Explorer 11
  • Microsoft Edge
  • Firefox
  • Chrome
  • Safari 9+
  • Opera
Application to install
No
Designed for use on mobile devices
Yes
Differences between the mobile and desktop service
The web platform has been designed to be mobile friendly, and the same interface is used for both with no limitations. You can take advantage of a mobile device camera to take and securely transfer photos.
Service interface
No
API
No
Customisation available
Yes
Description of customisation
The following can be customised by the customer within the admin area of the portal: the application name, logo, organisation name, text on public areas of web interface, form content and layout, some email notifications and confirmation pages, and security settings.

AMS can customise transactional email notification content and layout, on behalf of the customer.

Scaling

Independence of resources
The service is hosted on a scalable platform on Microsoft Azure UK datacentres. There is always a significant amount of redundancy in our services. Azure enables us to easily scale up or out and automatically alerts us if more resources are required.
Each client runs on their own separate database. This means that excessive utilisation of SQL by a client doesn't affect the other clients.

Analytics

Service usage metrics
Yes
Metrics types
Reporting tools are available via the online portal to create reports based on received requests and their status, request trends, and compliance reports.
Reporting types
  • Real-time dashboards
  • Reports on request

Resellers

Supplier type
Not a reseller

Staff security

Staff security clearance
Other security clearance
Government security clearance
Up to Baseline Personnel Security Standard (BPSS)

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 once a year
Penetration testing approach
Another external penetration testing organisation
Protecting data at rest
  • Physical access control, complying with CSA CCM v3.0
  • Physical access control, complying with SSAE-16 / ISAE 3402
  • Physical access control, complying with another standard
  • Encryption of all physical media
  • Other
Other data at rest protection approach
A wide range of technical and process controls are in place in line with ISO 27001 to protect data at rest.
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 export approach
Data can be extracted via the portal. This includes requests, audits and users. Files can be downloaded.

There are options for AMS to create export tools to deliver the client data in a bespoke format, based on client requirements.
Data export formats
  • CSV
  • Other
Other data export formats
  • JSON
  • XML
  • TXT
  • SQL
  • Microsoft Excel
  • PDF
Data import formats
CSV

Data-in-transit protection

Data protection between buyer and supplier networks
TLS (version 1.2 or above)
Data protection within supplier network
TLS (version 1.2 or above)

Availability and resilience

Guaranteed availability
SLA: 99.5% availability of the Cloud Services per calendar month, excluding any Scheduled Maintenance.

If the SLA is not met the customer will be refunded 10% of the service fees for the month.
Approach to resilience
The service is hosted in Microsoft Azure on multiple load shared virtual machines. Each virtual machine is in different Azure Availability Set.

SQL Server and Storage Account resilience is provided by Microsoft Azure as a managed service.

All data is backed up to a different Azure UK region.
Outage reporting
Outages and scheduled maintenance are reported via a public dashboard and email alerts.

Identity and authentication

User authentication needed
Yes
User authentication
  • 2-factor authentication
  • Username or password
Access restrictions in management interfaces and support channels
The admin portal is restricted by access level, user name/password and 2 factor authentication.
Access restriction testing frequency
At least every 6 months
Management access authentication
  • 2-factor 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 contact the support team to get 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

ISO/IEC 27001 certification
Yes
Who accredited the ISO/IEC 27001
Approachable Certification
ISO/IEC 27001 accreditation date
09/02/2021
What the ISO/IEC 27001 doesn’t cover
N/A
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
No
Security governance approach
We operate an Information Security Management System compliant with ISO 27001.
Information security policies and processes
We follow our Information Security Policy and all related policies and procedures, compliant with ISO 27001.

We ensure that all policies are communicated to all staff and training provided where required. Evidence is recorded for procedures and regularly reviewed.

Policies and procedures are subject to annual internal and external audits.

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
Asset Owners are responsible for tracking each service component and identifying potential risks. Change requests consider the costs, potential benefits and the security risks. The Risk Owners and the Process Owners are responsible for carrying out a risk assessment to identify potential risks, their impacts and to identify controls, in line with AMS’ risk management framework. Where required by a risk assessment, fallback procedures or a roll-back strategy must be prepared. Where required by a risk assessment, a testing plan, complete with clear acceptance criteria including business, technical and load criteria must be created.
Vulnerability management type
Conforms to a recognised standard, for example CSA CCM v3.0 or SSAE-16 / ISAE 3402
Vulnerability management approach
An asset register is maintained with asset owners responsible for identifying vulnerabilities, together with the Technical Manager and Operations Director. Regular risk assessments are carried out on technical vulnerabilities. Microsoft Azure Security Centre is used to monitor, identify and automatically report on new vulnerabilities. Critical or high priority patches are deployed immediately. Other patches are deployed based on our patch schedule. The Technical Manager and Operations Director review software vulnerabilities as appropriate to ensure that vulnerabilities are identified and addressed in the software development process and with suppliers.
Protective monitoring type
Conforms to a recognised standard, for example CSA CCM v3.0 or SSAE-16 / ISAE 3402
Protective monitoring approach
Microsoft Azure Security Centre is used to monitor for compromises. Weaknesses and events are reported immediately after they are seen or experienced, then recorded in the Incident Report Form and Management Action Log. All events and weaknesses are then assessed, categorised and prioritised for immediate response where necessary. The Technical Manager and Technical Team, in consultation with the Operations Director, invoke actions that are considered necessary to contain and recover from the incident, and to implement contingency plans. Tests are subsequently carried out to ensure that the affected business systems have been restored and required controls are operational.
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
Information security events are reported immediately after they are seen or experienced, using the Incident report form. If necessary, notification is sent by email to affected clients. Once the incident is contained, and the required corrective action is completed, the Technical Manager reports to the Operations Director with a summary of the incident. The Operations Director is subsequently responsible for closing out the incident: sending reports by email to any clients affected by or involved in the incident; any reports to external authorities; planning and implementing preventative action to avoid any further recurrence; collecting and securing audit trails.

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
No

Pricing

Price
£1.09 to £2.80 a transaction
Discount for educational organisations
Yes
Free trial available
Yes
Description of free trial
The standard trial includes full functionality for 30 days.
Link to free trial
https://ams-mft.com/free-sar-portal-trial/

Service documents

Request an accessible format
If you use assistive technology (such as a screen reader) and need versions of these documents in a more accessible format, email the supplier at sales@ams-ltd.com. Tell them what format you need. It will help if you say what assistive technology you use.