Targett Business Technology Limited (TBT)

RIVIAM Digital Care - Email Processing

RIVIAM's Email Processing service reads emails directly from NHS accounts and automatically processes the email and its attachments into workflow queues in seconds. Thousands of hours a year of clinical and administration time can be saved. Designed to work in community service centres and single points of access.


  • Reads email from NHS accounts, automatically processing it into RIVIAM
  • Auto check/read every 20 seconds replaces manual email checking
  • Works with any IMAP email account on internet or HSCN
  • All processed data is AES256 encrypted
  • RIVIAM sends confirmation email to sender with reference number
  • RIVIAM reads data in email and attachment and creates referral
  • Automatic routing of referrals to the right pathway for triage
  • Each email attachment is linked to a referral as document/s
  • Workflow tools for management of one or more care pathways
  • Users can manage work lists, lock referrals and outcome referrals


  • Saves time, removes the time consuming task of monitoring emails
  • Specifically designed to create efficiencies for service centres
  • Enables demand management because incoming referral flow is more transparent
  • Reduces backlogs, different teams can work together in one platform
  • Improves service experience, referrers reassured with instant RIVIAM acknowledgements
  • Activities which support a referral can be recorded and tracked
  • Powerful document management service associated with the referral and patient
  • Referral is managed along a pathway to multiple service lines
  • All actions/events about a referral are recorded in one place


£9,900 to £26,400 an instance a year

Service documents

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G-Cloud 12

Service ID

4 4 9 3 7 3 3 5 7 9 7 9 0 9 5


Targett Business Technology Limited (TBT) Paul Targett
Telephone: 07850241672

Service scope

Software add-on or extension
What software services is the service an extension to
Requires the customer to have purchased the RIVIAM Core Care Record
Cloud deployment model
  • Public cloud
  • Private cloud
Service constraints
Customer user need to use modern browsers in active support. Recommend Chrome.
System requirements
HTML5 Compliant Browser

User support

Email or online ticketing support
Email or online ticketing
Support response times
Within 2 hours Monday to Friday
User can manage status and priority of support tickets
Phone support
Phone support availability
9 to 5 (UK time), Monday to Friday
Web chat support
Onsite support
Yes, at extra cost
Support levels
RIVIAM has a dedicated support desk. Emails should be sent to
Support is provided 9.00am to 5.30pm, Monday to Friday. Weekend support is available. RIVIAM also provides a Help Centre which can be located via our website. This has helpful guides and how-to articles.
On receipt of support requests, the request will be classified.
Level 1 - Critical – means if 100% of RIVIAM Cloud has stopped working completely and is non-responsive, then RIVIAM will respond to the Customer/Access Centre staff within 2 hours with a summary of what has happened and an outline plan of recovery.
Level 2 – Major – means if components of the RIVIAM Cloud have stopped or are intermittently working, then RIVIAM will respond to the Customer/Access Centre staff within 4 hours with a summary of what has happened and an outline plan of recovery.
Level 3 – Minor – means if there are one or more issues with the functionality of RIVIAM Cloud that the Customer/Access Centre staff believes this should be improved, then this request will be included with a list of enhancements and prioritised by RIVIAM.
Support available to third parties

Onboarding and offboarding

Getting started
As part of the service mobilisation train the trainer support is provided.
Service documentation
Documentation formats
  • HTML
  • PDF
End-of-contract data extraction
As part of the RIVIAM service an extract of data is provided in SQL or CSV formats.
End-of-contract process
On exit of the contract we review with the customer what data is required to be exported and the deletion process that RIVIAM will undertake. There is a minimum cost included within the contract. Following meeting with the Customer RIVIAM will provide any additional costs to meet their needs.

Using the service

Web browser interface
Supported browsers
  • Internet Explorer 11
  • Microsoft Edge
  • Firefox
  • Chrome
  • Safari 9+
  • Opera
Application to install
Designed for use on mobile devices
Differences between the mobile and desktop service
RIVIAM's UI is designed to be responsive and will operate on any HTML5 compliant browser.
Service interface
Description of service interface
Users access the service via a web browser
Accessibility standards
WCAG 2.1 A
Accessibility testing
Internet based testing tools
Customisation available


Independence of resources
RIVIAM is based on a service orientated architecture. This means that no one component can slow the whole system. If a certain customer is using more resources that service can have increased resources assigned. RIVIAM uses a channel architecture that divides web user traffic, from mobile traffic and interfacing traffic.


Service usage metrics
Metrics types
RIVIAM provides usage information via the desktop KPIs available to users.
Reporting types
  • Real-time dashboards
  • Reports on request


Supplier type
Not a reseller

Staff security

Staff security clearance
Other security clearance
Government security clearance

Asset protection

Knowledge of data storage and processing locations
Data storage and processing locations
United Kingdom
User control over data storage and processing locations
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
Another external penetration testing organisation
Protecting data at rest
  • Encryption of all physical media
  • Scale, obfuscating techniques, or data storage sharding
Data sanitisation process
Data sanitisation type
Deleted data can’t be directly accessed
Equipment disposal approach
A third-party destruction service

Data importing and exporting

Data export approach
RIVIAM is based on modern database and interfacing technologies and is able to export data in most open formats. We work with our customers to determine what is needed to export data.
Data export formats
  • CSV
  • ODF
  • Other
Other data export formats
Data import formats

Data-in-transit protection

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

Availability and resilience

Guaranteed availability
RIVIAM is available 24 hours a day 7 days a week and has a 99.95% SLA. There are a number of components to RIVIAM that are monitored to provide availability statistics. If there are outages service credits are agreed with customers.
Approach to resilience
RIVIAM operates on an assured VMWare service provided by ukCloud. This service provides a 99.95% SLA. RIVIAM utilises 2 data centres geographically separated.
Outage reporting
Customers are informed via email if there are any service issues and are kept up to date with resolution actions

Identity and authentication

User authentication needed
User authentication
  • 2-factor authentication
  • Public key authentication (including by TLS client certificate)
  • Limited access network (for example PSN)
  • Dedicated link (for example VPN)
  • Username or password
Access restrictions in management interfaces and support channels
RIVIAM provides role based access that allows customer to control access to the service.
Access restriction testing frequency
At least once a year
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
Access to supplier activity audit information
Users have access to real-time audit information
How long supplier audit data is stored for
How long system logs are stored for
Between 1 month and 6 months

Standards and certifications

ISO/IEC 27001 certification
ISO 28000:2007 certification
CSA STAR certification
PCI certification
Other security certifications
Any other security certifications
Cyber Essentials

Security governance

Named board-level person responsible for service security
Security governance certified
Security governance standards
Other security governance standards
Cyber Essentials certification
Information security policies and processes
As part of RIVIAM's Information Security Management framework there is an Information Security Policy that is followed by the organisation. We are compliant with the NHS Data Security and Protection Toolkit.

Any issues are reported to a director of the company for resolution as described by the policy.

Operational security

Configuration and change management standard
Supplier-defined controls
Configuration and change management approach
Within the development cycle RIVIAM utilises Git and GitHub private repositories to manage code and publish to live environments.

From development, code goes into a test environment to user testing supported by Jira for bug tracking.

There is a release management process that involves reviewing the code changes in the release and ensuring they are part of the expected release. Modules and libraries are checked to ensure they are well used and the sources are identified.
Vulnerability management type
Supplier-defined controls
Vulnerability management approach
A third party automated penetration service is used to attack all public access points into RIVIAM. Every 2 weeks reports are automatically provided with the scores and issues found.
Patches are checked for every 24 hours and automatically applied to the instances.
Attack information is provided from internet threat services and also now from the NHS security alert service.
Protective monitoring type
Supplier-defined controls
Protective monitoring approach
RIVIAM utilises host intrusion detection service OSSEC on all its servers to ensure that they are not compromised.
If a compromise is found our policy is to isolate and then delete the impact instance.
Incident management type
Supplier-defined controls
Incident management approach
When an incident is identified our production team will analyse the cause of the incident, and where it's a critical incident what the immediate resolution plan is.
Users can report incidents using the email address.
The identified customer manager is kept up to date with resolution to the incidents.

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
Connected networks
  • Public Services Network (PSN)
  • NHS Network (N3)
  • Health and Social Care Network (HSCN)


£9,900 to £26,400 an instance a year
Discount for educational organisations
Free trial available

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 Tell them what format you need. It will help if you say what assistive technology you use.