tmwk Limited

spa

spa shows the value of care and support for vulnerable people using outcomes as evidence. It includes case and contact management, support planning, outcome monitoring and risk assessment. It is fully configurable, and used by Housing Associations and voluntary organisations on services for a wide range of client groups.

Features

  • Web-based
  • Easy-to-use graphical interface
  • Fully configurable with userdefined fields
  • Excellent levels of technical support
  • Caldicott Guardian
  • ISO 27001 certified hosting
  • tmwk are on NHS Information Governance Toolkit.
  • Registered Data Controllers with Information Commissioner's Office (ICO), reference Z1719113.
  • Flexible reporting and data analysis, particularly of outcomes
  • Secure with encryption, SSL and hosting at UKFast data centres

Benefits

  • Personalised case management
  • Outcome recording, monitoring and reporting
  • Flexible contact (case note) recording, scheduling, monitoring and reporting
  • Configurable risk assessment
  • Configurable workflows and wizards
  • Soft assessment, including distancetravelled: Outcomes Star, WEMWBS
  • Officer diaries and reminders
  • Signposting to other agencies
  • Letter generation (Word documents)
  • Geographic mapping of clients

Pricing

£50 to £278 per person per year

Service documents

G-Cloud 9

442250611553733

tmwk Limited

Tim Kendall

07855 215 554

tim.kendall@tmwk.co.uk

Service scope

Service scope
Software add-on or extension No
Cloud deployment model Public cloud
Service constraints No
System requirements 1 Mb or better internet connection.

User support

User support
Email or online ticketing support Email or online ticketing
Support response times Within two hours.
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 No
Onsite support Yes, at extra cost
Support levels We guaranted a response within two hours to support emails. Our support email address is support@tmwk.co.uk.

Our quality of support is perceived as excellent by our customers.

Where support involves enhancements or fixes to our software, these are added to our backlog and typically included in subsequent releases.
Support available to third parties Yes

Onboarding and offboarding

Onboarding and offboarding
Getting started Yes, we provide onsite familiarisation and unlimited support for the first three to six months of use.
Service documentation Yes
Documentation formats PDF
End-of-contract data extraction We provide all data and documents in an accessible format.
End-of-contract process Tmwk's standard contract with an organisation states "tmwk will provide the Client with an export of all relevant data within spa in an accessible format".

Additional cost is involved if there are complications in terms of the definition of the requirement and/or in terms of the technology of the target environment.

Using the service

Using the service
Web browser interface Yes
Supported browsers
  • Internet Explorer 7
  • Internet Explorer 8
  • Internet Explorer 9
  • Internet Explorer 10+
  • 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 No differences - significant pages such as case notes are assessed for use on mobile devices.
Accessibility standards None or don’t know
Description of accessibility Through the use of the facilities on the internet browser.
Accessibility testing Tested and used with Dragon speech recognition software.
API No
Customisation available Yes
Description of customisation User defined fields for:
- Extra details for customers
- Needs assessment questions
- Outcome measurements
- Specific pre-defined and adhoc goals

Other details are configurable, such as questions in wizards and user access levels, for example to specific reports.

Scaling

Scaling
Independence of resources There is significant redundant capacity on our servers.

Analytics

Analytics
Service usage metrics Yes
Metrics types Reports on:
- Contacts (case notes) recorded including administration and travel time
- Support plans created and completed (or overdue)
- Risk assessment completed (or overdue)
- Outcomes achieved
- Measurements related to outcomes.
Reporting types
  • Regular reports
  • Reports on request

Resellers

Resellers
Supplier type Not a reseller

Staff security

Staff security
Staff security clearance Other security clearance
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 Supplier-defined controls
Penetration testing frequency At least once a year
Penetration testing approach ‘IT Health Check’ performed by a Tigerscheme qualified provider or a CREST-approved service provider
Protecting data at rest Other
Other data at rest protection approach Secure servers - ISO 27001 certified at UKFast data centre with UK Government IL4 Capability.
- Access to servers only from specific IP addresses
- Regular security checks
- Nightly backups
Data sanitisation process No
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 In the following formats:
- System reports in spa on web pages
- Excel
- XML exports of specific client record and outcome data.
Data export formats
  • CSV
  • Other
Other data export formats XML
Data import formats CSV

Data-in-transit protection

Data-in-transit protection
Data protection between buyer and supplier networks Legacy SSL and TLS (under version 1.2)
Data protection within supplier network Legacy SSL and TLS (under version 1.2)

Availability and resilience

Availability and resilience
Guaranteed availability We do not guarantee a specific level of availability, but achieve 99%. There is not currently an arrangement for refunding users.
Approach to resilience Spa currently runs across paired servers: one acting as a front-end (website); the other, as a database server. Each server is capable of switching its role, or a single server can hold both website and database if necessary. We have a rolling programme of upgrades to our web, data and development servers. We have the capability to add dedicated servers as needed, and have multiple servers available as contingency for both the website and data. As well as our live site at spasecure.co.uk, we have a contingency site at supportingpeoplesoftware.co.uk.
Outage reporting As well as UKFast’s monitoring, we use serviceuptime as an extra check that our servers are online. We let our user community know as soon as we are aware of any issues in this respect by email.

Identity and authentication

Identity and authentication
User authentication needed Yes
User authentication
  • Username or password
  • Other
Other user authentication Security questions.
Access restrictions in management interfaces and support channels Management interfaces similarly restricted as normal usage.
Access restriction testing frequency At least once a year
Management access authentication
  • Username or password
  • Other

Audit information for users

Audit information for users
Access to user activity audit information You control when users can access audit information
How long user audit data is stored for At least 12 months
Access to supplier activity audit information You control when users can access 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 accreditations Yes
Any other security accreditations Cyber Essentials

Security governance

Security governance
Named board-level person responsible for service security Yes
Security governance accreditation Yes
Security governance standards Other
Other security governance standards Level 2 on NHS IG Toolkit.
spa is Cyber Essentials certified by NCC Group.
Information security policies and processes We have an information governance policy, of which all employees are aware. We have mechanisms for reporting security and information governance incidents.

Operational security

Operational security
Configuration and change management standard Supplier-defined controls
Configuration and change management approach We use Visual Studio Team Services for
- change control, including maintaining a backlog of items and bugs
- version control of code, database structure and interfaces
Vulnerability management type Supplier-defined controls
Vulnerability management approach We run regular checks and are A rated with according to Qualys SSL Labs.

We regular checks on memory, CPU and disk usage.

We apply Windows updates, major ones at weekends.

Anti-virus software is running on all servers and workstations, and we run regular scans.
Protective monitoring type Supplier-defined controls
Protective monitoring approach We check on service uptime through:
- UKFast, our hosting organisation, run advanced monitoring on our servers.
- The serviceuptime site is an extra check that our servers are online.
- Virus checking is done on all updates to our servers.

We are able to respond as soon as incident occurs.
Incident management type Supplier-defined controls
Incident management approach Our process is to:
- record the incident
- respond to the user
- work on the incident
- report progress or resolution to the user

User report incidents through email or by telephone.

We provide incident reports by recording incidents on our own spa site and using spa's reporting mechanisms.

Secure development

Secure development
Approach to secure software development best practice Supplier-defined process

Public sector networks

Public sector networks
Connection to public sector networks No

Pricing

Pricing
Price £50 to £278 per person per year
Discount for educational organisations No
Free trial available No

Documents

Documents
Pricing document View uploaded document
Service definition document View uploaded document
Terms and conditions document View uploaded document
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