Ulysses Community Link Field Service SaaS
Ulysses Community Link Field Service SaaS is designed to provide a comprehensive SaaS solution for community equipment, telehealth/telecare providers to schedule assessor/field staff visits to service users, plus manage equipment inventory, review and maintenance regime. The integrated Mobile app enables assessors/field staff to view their visits, log attendance, record information.
- Assessments to address individual service user equipment requirements.
- Electronic inventory management including reviews and maintenance scheduling.
- Matching service user visits to assessors/field staff, including preferences.
- Semi-automated scheduling / rostering of assessors/field staff.
- Integrated Mobile app, providing electronic rota delivery to assessors/fieldstaff.
- Mobile app-based electronic monitoring.
- Automated confirmation of visits / visit feedback, all electronic.
- Alarms for delayed visits, alerts for pending reviews.
- Integrated Ulysses Liquid Forms enabling rapid mobile form customisation.
- Electronic payroll, and invoicing financial outcomes, via exports / integration.
- Tailored support plans aid service users improve their health.
- Electronic inventory management aids service management efficiency.
- Use of preferences helps prevent e.g. conflict, allergic reactions.
- Only if regular field staff unavailable visit needs review.
- Real time integration scheduling <-> Mobile, enables rapid changes.
- Electronic visit monitoring enables elimination of paper timesheets / inefficiency.
- Electronic visit timesheets -> automated processing of evidenced visit charges.
- Real time visit monitoring -> safe guarding, delayed visit alarms.
- Electronic customisable forms -> on/offline capable data capture via mobile/tablet.
- Integration maximises benefits -> no double keying, timely, accurate information.
£100.00 to £100.00 per licence per month
- Education pricing available
UDMS Ltd (t/a Ulysses)
|Software add-on or extension||No|
|Cloud deployment model||Hybrid cloud|
Ulysses Community Link Field Service SaaS is accessible via secure browser login via the internet. With regards to browsers we prefer Google Chrome but also support IE 11 and above, Edge and Firefox; if there are any other browsers you wish us to support please let us know, and we will test and seek to confirm compatibility.
Ulysses Mobile app is available on Android (v4.01+) and any iOS devices (mobile phones/tablets).
|Email or online ticketing support||Email or online ticketing|
|Support response times||
Response to mission critical and other issues:
1. Customer to be given priority support. Typical response 2 hrs, guaranteed fix response within 4 working hours.
2. General Information: Simple Problems by return phone call within 2 hours; advanced problems requiring consultation with software authors: next day response.
3. New report layouts (chargeable): Two to three working days, by arrangement.
4. Functionality / Screen changes (chargeable project specific/non-chargeable roadmap): By arrangement.
Mission critical issues are defined in the Ulysses Web Edition and Mobile SaaS Service Definition.
|User can manage status and priority of support tickets||Yes|
|Online ticketing support accessibility||None or don’t know|
|Phone support availability||24 hours, 7 days a week|
|Web chat support||Web chat|
|Web chat support availability||9 to 5 (UK time), Monday to Friday|
|Web chat support accessibility standard||None or don’t know|
|How the web chat support is accessible||Chat online via text or audio entry using suitable accessibility add on tool. Ulysses is pleased to confirm that we have designed our Service Management processes and workflows in accordance with ITIL Best Practice, and in consequence that we are working towards the ISO 20000 certification. The Ulysses Web edition scheduling system is cloud based, accessed via standard browsers including Chrome, IE 11, Edge and Firefox and is designed to support standard browser-compatible accessibility tools.|
|Web chat accessibility testing||None to date.|
|Onsite support||Yes, at extra cost|
Ulysses Support Service operates 24 x 7, 365 days p.a.: during office hours (9:00 a.m. – 5 p.m., Monday to Friday excluding English public holidays); and extended hours (9:00 a.m. – 5:00 p.m. weekends and public holidays, and 5:00 p.m. to 9:00 a.m. seven days a week 365 days a year).
The Support Service, is the first point of contact for all Customer enquiries and service-related issues receives support requests by phone, and for example via email or a support portal. Support calls/emails/messages are submitted to the Support Service Staff / forwarded to the OnCall mobile for the prices quoted.
Ulysses Support Service also provides general advice and guidance on Service use, incident knowledge, workarounds and next release information, and in accordance with ITIL best practice.
During implementation, Ulysses’ Project Manager is responsible with escalation to the designated Ulysses Account Manager for the customer, and then Ulysses Managing Director.
Post implementation, Ulysses designated Account Manager for the customer is responsible for BAU liaison and Ulysses Contract Manager is responsible for Contract and Performance reviews, with escalation to Ulysses Operations Director, and then to Ulysses Managing Director.
Further details of the Support Service are defined in the Service Definition.
|Support available to third parties||Yes|
Onboarding and offboarding
|Getting started||We provide business process consultancy to aid customers define the most appropriate changes to their business process to obtain maximum benefit from our SaaS. Upon implementation Ulysses Community Link Field Service SaaS will then reflect their new business process requirements and workflow. We then provide contextual onsite training, online training, and user documentation, plus support via a designated project management, and Support Service.|
|Other documentation formats||
|End-of-contract data extraction||
Ulysses will assist with the migration of data as follows
1. Supply all data in Excel spreadsheet or SQL Server database format with data maps
2. Data should include but not be limited to lists of: - staff, clients, care plans, rosters, attached documents, invoices, payroll, etc.
3. Existing system will be maintained as operational until the Customer requires handover
4. Export will be repeated if required once, at no additional charge
We typically include an allowance for Project Management and Technical Services in our pricing response to oversee the exit process at the end of the contract.
Contract management and performance reviews with Ulysses designated Contract manager is chargeable in accordance with our day rates and response to the Pricing Schedule.
General business reviews with the designated Ulysses Account Manager are free of charge, and may be ad hoc/monthly as required, preferably via concall if e.g. monthly, with attendance quarterly / six monthly onsite.
We normally include sufficient chargeable time in each contract for our designated project manager (exit) to prepare and agree the exit plan with the customer, then manage the exit (supplier side) and for our technical services team to offboard the Customer's data, preparing a standard data backup file, prior to deleting the data after the Customer has confirmed satisfactory receipt, onboarding to the new system and sufficient UAT.
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||
The services are fully integrated, real time and complementary.
Scheduling is performed in Ulysses Community Link Field Service SaaS, accessed by browser over the internet, and rosters created in that service, then sent automatically to the Mobile app so assessors/field staff can see their own rota, visit and task details etc. and log their visit time and attendance feedback/visit notes. The visit times and data , once logged automatically updates the planned roster in the scheduling service with actual visit times and data for onward processing and equipment support plan reviews.
|Accessibility standards||WCAG 2.1 A|
|Accessibility testing||We use University of Cambridge PowerMapper (Sortsite) which checks accessibility, broken links, code compatibility, and search engine optimisation. If the Customer has specific accessibility requirements we would be pleased to review and advise on the support status.|
|What users can and can't do using the API||
Ulysses Community Link Field Service SaaS has the ability to interface and work seamlessly using Web APIs or equivalent technology with other in-house care-based systems such as Liquid Logic LAS, Servelec Mosaic, ContrOCC and the Customer’s HR and Finance systems (e.g. Oracle Cloud Fusion, and Finance, Agresso).
Ulysses Community Link Field Service SaaS development engine has a native and portable SQL capability which means that any native data source that a complementary source system provides can be integrated. The data interface would need to be mapped via our Connected Data interface. We would typically scope this work and include the price within the contract value.
|API documentation formats||
|API sandbox or test environment||Yes|
|Description of customisation||
1. There is an extensive setup and configuration suite that allows complete administrator control over lookups, user fields, and workflow settings.
2. The security framework has within it the ability to define access at module, component and field level.
3. UDMS Ltd offers a rapid design optimisation service that allows screens to be precisely tailored to the customer requirement as part of the setup.
|Independence of resources||Our Ulysses Community Link Field Service SaaS solution is fully scalable e.g. so that there are no issues as the Customer/or customers add new users. In addition for major customers we deploy dedicated server and database resource. Furthermore, Ulysses are embracing Amazon S3 technologies. Amazon now has Cloud services in UK and we can publish our web applications to Amazon, taking advantage of scalable demand response.|
|Service usage metrics||Yes|
Generally we would include the provision of the following service metrics and a review onsite with the customer on a quarterly basis:
1. Service availability levels.
2. Number of Customer-reported incidents at each priority level and fix times.
3. Number of supplier self-notified incidents at each priority level and fix times.
4. Any issues/support/breaches of the SLA.
5. Downtime periods.
6. Service availability figures and other relevant information to be provided to the Customer 5 days in advance of each meeting.
|Supplier type||Not a reseller|
|Staff security clearance||Conforms to BS7858:2012|
|Government security clearance||Up to Developed Vetting (DV)|
|Knowledge of data storage and processing locations||Yes|
|Data storage and processing locations||United Kingdom|
|User control over data storage and processing locations||Yes|
|Datacentre security standards||Complies with a recognised standard (for example CSA CCM version 3.0)|
|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 data at rest protection approach||ISO27001 compliant.|
|Data sanitisation process||Yes|
|Data sanitisation type||
|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||
The Ulysses solution includes the provision of 75 standard reports, and 20 performance reports plus extensive views of the data within the database. many of the reports can be exported in Excel, and/or saved/printed in pdf format.
In addition, the Ulysses solution provides data exports in Excel format pivot tables, and we would supply the Council with direct access to SQL view. It is rare that we would need to provide offline copies of data, however this could also be enabled at short notice as required and we would typically include this capability within the contract price for our solution.
|Data export formats||
|Other data export formats||
|Data import formats||
|Other data import formats||
|Data protection between buyer and supplier networks||
|Data protection within supplier network||
|Other protection within supplier network||Fortinet.|
Availability and resilience
|Guaranteed availability||We typically propose a Service Level Agreement, which includes the Target Service Availability of 99.95% for our hosted services during the Core Service Hours of 7 a.m. to 10:30 p.m. 7 days a week, 365 days per annum, and a service credit regime whereby for repeated failure to meet this target in consecutive quarterly monitoring periods, service credits would accrue progressively, capped at a maximum of 5% of the annual fee for the core hosted/SaaS services in any 12-month period during the contract. Service credits to accumulate and be claimed by the Customer against subsequent annual fees, which are payable annually in advance.|
|Approach to resilience||
Our solution is fully compliant with the requirements of Principle 2 of the Government Cloud Security Principles.
We offer 99.95% uptime in any given month during the Core Service Hours of 7 a.m. to 10:30 p.m. 7 days a week, 365 days per annum with a 4-hour SLA rebuild response, i.e. from start of downtime users will be able to access data again in less than 4 hours. Our current performance on council core systems is in excess of this (99.98% for last 3 months).
|Outage reporting||Via email alerts.|
Identity and authentication
|User authentication needed||Yes|
|Access restrictions in management interfaces and support channels||
Access to cloud service (design and deployment) is provided through the Console Management System, securely associated with the development users + passwords provided by Amazon S3. The majority of development is done through the Console Development Platform, hosted under strict Windows security (currently dedicated Windows Server 2016 servers).
Users are authorised through the security frameworks with login processes specifically managed on their platform. These security frameworks are Customer-tested compliant and have automatic lockout when abused/used inappropriately. In some cases, e.g. mobiles with sensitive data, a 2-factor authentication process is used (the user must respond with an SMS-texted/emailed number).
|Access restriction testing frequency||At least once a year|
|Management access authentication||
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
|ISO/IEC 27001 certification||Yes|
|Who accredited the ISO/IEC 27001||QMS International|
|ISO/IEC 27001 accreditation date||7th September 2017|
|What the ISO/IEC 27001 doesn’t cover||All recommendations identified during our most recent ISO 27001 2013 audit have been implemented.|
|ISO 28000:2007 certification||No|
|CSA STAR certification||No|
|Other security certifications||No|
|Named board-level person responsible for service security||Yes|
|Security governance certified||Yes|
|Security governance standards||
|Information security policies and processes||
Information Security Policy is developed as a pinnacle document which has further policies, standards and guides which enforce and support the policy. The Information Security Policy is closely aligned to the SRS Strategy.
• Technical security policies detail and explain how information security is to be implemented. These policies cover the security methodologies and approaches for elements such as: network security, patching, protective monitoring and IT hardware and software
• Operational security policies detail how the security requirements are to be achieved.
These policies explain how security practices are to be achieved for matters such as:
data handling, mobile & remote working and disaster recovery
• Security management policies detail how the security requirements are to be managed and checked. These policies describe how information security is to be managed and assured for processes such as: information security incident response, asset management and auditing
|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||
Whilst systems are being [bespoke] developed the change management process is tracked through version release no’s, project management notes highlight each of the changes; costed development signed off by both Customer and Ulysses using Agile Sprint methodologies; and with full testing by Ulysses and the Customer. Later phases: changes are specified at form level and soak-tested before deployment, recorded in project management issues logs.
Security procedures are established in the core framework, modules built to fall in line with established procedures and protocols. The security risk is small; Ulysses and Customer IT work as closely as possible.
|Vulnerability management type||Conforms to a recognised standard, for example CSA CCM v3.0 or SSAE-16 / ISAE 3402|
|Vulnerability management approach||Access to our cloud-based services is strictly controlled via secure access using Microsoft IIS technology (password level encryption) and a further security framework locks out users not properly authenticated. Websites also use https:// which ensures secure access. All login attempts are monitored with IP address information so rogue sites can be filtered out. Data input is also sanitised ensuring that SQL data cannot be hijacked; hardware firewalls (fort iGATE) are configured to protect data flows from many forms of attack – fly-by, Trojan, viruses etc. Since moving to these firewalls we have had a 98% drop in exposure.|
|Protective monitoring type||Conforms to a recognised standard, for example CSA CCM v3.0 or SSAE-16 / ISAE 3402|
|Protective monitoring approach||Access to the cloud-based services is strictly controlled via secure access using Microsoft IIS technology (including password level encryption) and a further security framework which locks out users who are not properly authenticated. All websites also use https:// which ensures secure access. All login attempts are monitored with IP address information so that rogue sites can be filtered out. Logs are kept with attempts to log in tracked on a regular basis and barred when suspicious; Fort iGATE firewalls do much to reduce this issue. Data input is also sanitised to ensure that SQL data cannot be hijacked.|
|Incident management type||Conforms to a recognised standard, for example, CSA CCM v3.0 or ISO/IEC 27035:2011 or SSAE-16 / ISAE 3402|
|Incident management approach||Incident reporting uses our ISO9001 logging process which identifies the problem, possible source, etc. A threat assessment is done to determine what impact is likely and then escalated as required. All incidents are then reported on the ISO27001 logs which will be shared with the Customer. We report routinely once a month but if there is a serious incident such as a GDPR breach then this is reported and acted upon without delay in order to minimise or mitigate any damage. Where needed we will also report to the ICO and other bodies as required.|
|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
|Connection to public sector networks||Yes|
|Other public sector networks||
|Price||£100.00 to £100.00 per licence per month|
|Discount for educational organisations||Yes|
|Free trial available||Yes|
|Description of free trial||
Included: access to a demo version of Ulysses Community Link Field Service SaaS, access to Ulysses Mobile app, fully integrated.
Not included: Mobile devices, or mobile voice and data tariffs.
Time limited: one month - 3 months, by prior agreement.
Part chargeable pilot schemes also available (automatically ongoing if proven).
|Link to free trial||On request.|