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.
- 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
- 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
£50 to £278 per person per year
07855 215 554
|Software add-on or extension||No|
|Cloud deployment model||Public cloud|
|System requirements||1 Mb or better internet connection.|
|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 availability||9 to 5 (UK time), Monday to Friday|
|Web chat support||No|
|Onsite support||Yes, at extra cost|
We guaranted a response within two hours to support emails. Our support email address is email@example.com.
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
|Getting started||Yes, we provide onsite familiarisation and unlimited support for the first three to six months of use.|
|End-of-contract data extraction||We provide all data and documents in an accessible format.|
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
|Web browser interface||Yes|
|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.|
|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.
|Independence of resources||There is significant redundant capacity on our servers.|
|Service usage metrics||Yes|
- 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.
|Supplier type||Not a reseller|
|Staff security clearance||Other security clearance|
|Government security clearance||Up to Baseline Personnel Security Standard (BPSS)|
|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 export approach||
In the following formats:
- System reports in spa on web pages
- XML exports of specific client record and outcome data.
|Data export formats||
|Other data export formats||XML|
|Data import formats||CSV|
|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
|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
|User authentication needed||Yes|
|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||
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
|ISO/IEC 27001 certification||No|
|ISO 28000:2007 certification||No|
|CSA STAR certification||No|
|Other security accreditations||Yes|
|Any other security accreditations||Cyber Essentials|
|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.|
|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.
|Approach to secure software development best practice||Supplier-defined process|
Public sector networks
|Connection to public sector networks||No|
|Price||£50 to £278 per person per year|
|Discount for educational organisations||No|
|Free trial available||No|
|Pricing document||View uploaded document|
|Service definition document||View uploaded document|
|Terms and conditions document||View uploaded document|