Targett Business Technology Limited (TBT)

RIVIAM Digital Care - Workflow

RIVIAM's Workflow service allows providers to co-ordinate the delivery of care across multiple pathways from the receipt of referrals, through to allocation, delivery of care and discharge. Designed to work in community and primary care service centres and single points of access.

Features

  • Management of one or more care pathways
  • Ability to define one or more services and service lines
  • Ability to receive referrals via a RIVIAM Secure Referral website
  • Ability to receive referrals via email and eReferrals
  • View for each pathway a RAG dashboard of referrals
  • Ability to define one or more steps for a pathway
  • Users are able to manage referrals by a step
  • Referral overview shows the current state of a referral
  • Allows users to load and access documents about a referral
  • Users can outcome a referral to one or more services

Benefits

  • Allows a provider to be in control of referral management
  • Improves the service experience delivered to patients and referrers
  • Customers can design and change business processes to meet demand
  • Equality of access to services as referrals managed transparently
  • Designed for service centres in primary and community settings
  • Activities which support a referral can be recorded and tracked
  • Powerful document management service associated with the referral and patient
  • Referral managed along a pathway to multiple service lines
  • Documents can be generated based on selected service line
  • Users are able to manage work list and lock referrals

Pricing

£30000 to £155000 per instance per year

Service documents

G-Cloud 11

474524716122801

Targett Business Technology Limited (TBT)

Paul Targett

07850241672

ptargett@tbt-c.com

Service scope

Service scope
Software add-on or extension Yes
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

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 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 RIVIAM has a dedicated support desk. Emails should be sent to support@riviam.zendesk.com
Support is provided 9.00am to 5.30pm, Monday to Friday. Weekend support is available.
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 Yes

Onboarding and offboarding

Onboarding and offboarding
Getting started As part of the service mobilisation train the trainer support is provided.
Service documentation Yes
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

Using the service
Web browser interface Yes
Supported browsers
  • 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 RIVIAM's UI is designed to be responsive and will operate on any HTML5 compliant browser.
Service interface Yes
Description of service interface Users access the service via a web browser
Accessibility standards WCAG 2.1 A
Accessibility testing Internet based testing tools
API No
Customisation available No

Scaling

Scaling
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.

Analytics

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

Resellers

Resellers
Supplier type Not a reseller

Staff security

Staff security
Staff security clearance Other security clearance
Government security clearance None

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 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 Yes
Data sanitisation type Deleted data can’t be directly accessed
Equipment disposal approach A third-party destruction service

Data importing and exporting

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 JSON
Data import formats CSV

Data-in-transit protection

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

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

Identity and authentication
User authentication needed Yes
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

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 have access to real-time audit information
How long supplier audit data is stored for User-defined
How long system logs are stored for Between 1 month and 6 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 certifications Yes
Any other security certifications Cyber Essentials

Security governance

Security governance
Named board-level person responsible for service security Yes
Security governance certified Yes
Security governance standards Other
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

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 support@riviam.zendesk.com email address.
The identified customer manager is kept up to date with resolution to the incidents.

Secure development

Secure development
Approach to secure software development best practice Conforms to a recognised standard, but self-assessed

Public sector networks

Public sector networks
Connection to public sector networks Yes
Connected networks
  • Public Services Network (PSN)
  • NHS Network (N3)
  • Health and Social Care Network (HSCN)

Pricing

Pricing
Price £30000 to £155000 per instance per year
Discount for educational organisations No
Free trial available No

Service documents

pdf document: Pricing document pdf document: Skills Framework for the Information Age rate card pdf document: Terms and conditions
Service documents
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