SystemC Healthcare Limited

Liquidlogic social care and education management system

Case management system covering social care, early help, early years and education

Features

  • Browser-based case management system covering Early Years, Education Management.
  • Browser-based case management system covering Children's social care.
  • Browser-based case management system covering Adult social care.
  • Data warehouse to enable business intelligence.
  • Finance modules to enable financial assessment, charging, payments.
  • Citizen engagement portals.

Benefits

  • Integration between modules ensures information flows effectively
  • Effective integration reduces duplication and saves practitioner time
  • Compliant with all relevant UK legislation.

Pricing

£800 to £900 per user per year

Service documents

G-Cloud 10

374498955084566

SystemC Healthcare Limited

Judi Holly

01622 691616

sales@systemc.com

Service scope

Service scope
Software add-on or extension Yes, but can also be used as a standalone service
What software services is the service an extension to Services are available to extend the functionality of existing services (so an existing user of Liquidlogic LCS might wish to implement and integrate the EYES Education Management solution, for example).
Cloud deployment model Private cloud
Service constraints For all web based Liquidlogic applications, the client uses currently supported versions of Chrome or Microsoft IE . We would recommend the system requirements as specified below.
System requirements
  • Pentium III-compatible processor or higher, 2 GHz or higher.
  • Minimum 1GB RAM.
  • Supported versions of Microsoft Windows with latest updates.
  • Internet Explorer 11 or later or Google Chrome.
  • Minimum screen resolution of 1024x768.
  • MSWord 2000 or compatible for document creation /editing functionality
  • Most recent service packs/patches for all of the above.

User support

User support
Email or online ticketing support Email or online ticketing
Support response times Standard Service Desk support hours are 0900 - 1730 hours Monday to Friday, excluding Bank Holidays. We operate to a range of Service Levels for responding to faults/incidents, which differ depending on the component/module of the solution in question.
User can manage status and priority of support tickets Yes
Online ticketing support accessibility None or don’t know
Phone support Yes
Phone support availability 9 to 5 (UK time), Monday to Friday
Web chat support No
Onsite support Yes, at extra cost
Support levels Liquidlogic provides support via the Liquidlogic helpdesk (including the JIRA™ online call logging system). We have a priority based service, the details of which depend on the component/module in question, to ensure that the response and resolution is aligned with the severity of the problem.
We offer a standard support service (with tailored SLAs depending on the component/module) for each product. This way we know that all customers receive a standardised support service.
We provide an account manager (and in some cases a service delivery manager and/or a clinical specialist) who has access to technical, cloud, or other support resource as required.
On-site support is not usually needed, but may be chargeable if required.
Support available to third parties No

Onboarding and offboarding

Onboarding and offboarding
Getting started Liquidlogic will work closely with the customer’s service teams and/ or third party suppliers to implement the solution. Full project plans and PID documentation is provided. We provide on-site training (train the trainer) use documentation relevant to the solution being implemented including eLearning packages.
We deploy a team of implementation specialists which will include the following roles:
- Program/Project Manager/s
- Product specialists
- Data migration specialists
- Integration specialists
- Reporting/BI specialists
- Training specialists
- Change management specialists.
Service documentation Yes
Documentation formats PDF
End-of-contract data extraction Data extracts can be written by the customer or by Liquidlogic (at additional cost).
End-of-contract process Liquidlogic works with the customer to produce a high level Exit Strategy document and Exit Plan which details the methodology for data / service transition from the system. This will be actioned at the end of the contract. These documents would be expected to include:
• The management structure to be employed at contract end.
• Detailed description of both the data and service Transfer/Termination processes
• Scope of the Services to be provided at contract end
• Any Charges payable for the provision of Termination Service
Liquidlogic's standard approach towards the extraction of data at the end of the contract is to ensure that the customer has the tools and access to the data such that the customer has the capability of extracting its own data without automatic recourse to Liquidlogic. We will provide support to the customer in performing any such extraction activities, and if required we will be happy to provide services to more actively assist the customer in undertaking these tasks. This would be at additional cost and a quote for this would be provided by Liquidlogic.

Using the service

Using the service
Web browser interface Yes
Supported browsers
  • Internet Explorer 11
  • Chrome
Application to install No
Designed for use on mobile devices Yes
Differences between the mobile and desktop service The whole solution can be accessed online via mobile devices. Offline apps are available which provide a specific set of features to support offline practitioners.
Accessibility standards WCAG 2.0 A
Accessibility testing End users have provided feedback regarding their usage of the system with their preferred accessibility software. This feedback has been used to further enhance the solution.
API Yes
What users can and can't do using the API Liquidlogic provides a suite of APIs to carry out the most common functions required for integration with third party systems. Each API is backed by a detailed specification.
API documentation Yes
API documentation formats
  • PDF
  • Other
API sandbox or test environment No
Customisation available Yes
Description of customisation Through configuration tools, including Customer-defined workflow builder.

Scaling

Scaling
Independence of resources Services are based on flexible and scalable server designs layered onto virtualization technologies. Allows horizontal scaling and vertical scaling to be implemented as required. All services are built from multiple servers so appropriate levels of scaling can be applied to specific areas to ensure application performance is maintained. The majority services delivered are from logically separate servers per customer ensuring no impact between competing needs of different customers. Where applications are multi tenanted, multiple design features prevent the impact of one user population upon another and we monitor all services proactively to anticipate and prevent problems before they occur.

Analytics

Analytics
Service usage metrics Yes
Metrics types The service metrics used will depend upon the component/module purchased. Typically however they will include:-
- System / service availability (uptime)
- System / service incident response & resolution times
- System / service performance
- RPO / RTO timings for disaster recovery
Reporting types
  • Real-time dashboards
  • Regular reports

Resellers

Resellers
Supplier type Not a reseller

Staff security

Staff security
Staff security clearance Other security clearance
Government security clearance Up to Security Clearance (SC)

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 Managed by a third party
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 another standard
Data sanitisation process Yes
Data sanitisation type Explicit overwriting of storage before reallocation
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 We will prepare the data for take-off, and if required, as an Additional Service, export data from the System to external data files. We will provide support to the customer in performing any such extraction activities, and if required we will be happy to provide services to more actively assist with undertaking these tasks. This would be at additional cost and a quote based on scope of service for this would be provided by Liquidlogic.
Data export formats
  • CSV
  • Other
Other data export formats XML
Data import formats
  • CSV
  • Other
Other data import formats XML

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 TLS (version 1.2 or above)

Availability and resilience

Availability and resilience
Guaranteed availability 99.50%

Please see the Terms and Conditions document for the Service Level Availability criteria and Service Credit information should the guaranteed availability levels not be met.
Approach to resilience Available on request.
Outage reporting All outages are recorded as part of the incident management process and should a problem be detected then the service desk will inform the customer as required.

Identity and authentication

Identity and authentication
User authentication needed Yes
User authentication
  • 2-factor authentication
  • Username or password
Access restrictions in management interfaces and support channels Access restrictions are controlled by the customer via RBAC/AD facilities. All roles have granular permissions management to enable precise control over permissions. Two-factor authentication as an option.
Access restriction testing frequency At least every 6 months
Management access authentication
  • 2-factor authentication
  • 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 Yes
Who accredited the ISO/IEC 27001 Lloyd's Register Quality Assurance Ltd
ISO/IEC 27001 accreditation date 08/12/1999
What the ISO/IEC 27001 doesn’t cover All areas of the business are covered
ISO 28000:2007 certification No
CSA STAR certification No
PCI certification No
Other security certifications No

Security governance

Security governance
Named board-level person responsible for service security Yes
Security governance certified Yes
Security governance standards
  • ISO/IEC 27001
  • Other
Other security governance standards • IG Toolkit assessment (current compliance V13 2015/16).
• NHS IM&T Security Manual
• NHS Confidentiality Code of Practice November 2003;
• Caldicott Principles as defined in the Caldicott Manual).
• DoH Records Management NHS Code of Practice 2006.
• Data Protection Registration
Information security policies and processes Liquidlogic adopts a proactive approach to Quality and Security Management consistent with the broad principles of ISO/IEC27001 series, ISO9001 ITIL and industry leading practices. Liquidlogic proactively identifies the industry and customer related legal and/or regulatory security requirements and incorporates these into the Integrated Management System Information Security Management System. Compliance is monitored by external and internal audits, security monitoring and process reviews. All personnel, whether employees, contractors, consultants or visitors, are required to comply with the Quality and Security guidelines, procedures and mechanisms and to confirm compliance annually to ensure that the Security guidelines, procedures and mechanisms are observed in the performance of the company's activities
Liquidlogic has a Information Governance and Compliance Manager who reports to the company at Board level.

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 Configuration and Change Management processes are managed in line with ISO27001, using the JIRA IT Service Management tool. The configuration and Change Management area of JIRA is visible to our customers, allowing them to see raised Requests For Change (RFCs) and track their progress. As part of the approvals process, a Risk Assessment is performed to reduce the likelihood of a potential security impact.
Vulnerability management type Supplier-defined controls
Vulnerability management approach We subscribe to multiple vendor , supplier and government ( NHS Digital CareCERT) security advisory emails and all advisories are assessed for risk and applicability to our technology and services and remedial action as required is scheduled accordingly based on this assessment. Routine patches are typically applied quarterly with any deemed higher risk applied out of normal cycles as required based on the risk assessment.
Protective monitoring type Supplier-defined controls
Protective monitoring approach We proactively monitor server and firewall activities for any unusual or unexpected activities that may indicate a potential attempt to breach the service. Should any such attempt be identified then appropriate remedial action will be taken in line with the assessment of the risk , typically this will include blocking source IP addresses as well as reporting to UK authorities.
Incident management type Supplier-defined controls
Incident management approach Users report incidents using the ITIL3 aligned ITSM, JIRA. The Service Desk has full online capabilities for raising, recording and monitoring issues including real time SLA management.
We have pre-defined processes in cases such as System Down situations which trigger internal business alerts to ensure the correct teams are on hand from the start.
Users can view the progress of any issue online with real time updates and create filters and dashboards of information recorded in the system and export data when required. Reports can also be provided to the customer on a monthly basis.

Secure development

Secure development
Approach to secure software development best practice Independent review of processes (for example CESG CPA Build Standard, ISO/IEC 27034, ISO/IEC 27001 or CSA CCM v3.0)

Public sector networks

Public sector networks
Connection to public sector networks Yes
Connected networks New NHS Network (N3)

Pricing

Pricing
Price £800 to £900 per user per year
Discount for educational organisations No
Free trial available No

Documents

Documents
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
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