Agilisys Ltd

Agilisys Care - Children's Information & Advice with SEND Local Offer Functionality

Agilisys Care Children’s I&A is based on our Exemplar Adult’s Information & Advice functionality. Developed in collaboration with Council experts and parents/carers representing best-practice for meeting “Local Offer” and SEND Code of Practice. A ready-made library of “best-quality answers” it provides directories for local (& national) organisations & providers.

Features

  • Triages all avoidable contact, saving council resources.
  • Improved customer satisfaction with council services.
  • Information Library covering all aspects of young-people’s social care.
  • Based on audit commission exemplar I&A.
  • Simple, low-maintenance solution.
  • Multiple admin levels mean 3rd-sector can maintain multiple content sections.
  • Responsive design for use on desktop, laptop, tablet or mobile.

Benefits

  • Hosted Service.
  • Ready-made content.
  • Covers all aspects of Children & Family services.
  • Search and intuitive navigation.
  • Visually rich customer experience.
  • Multiple Directories.
  • Locally Managed – Content Management System.

Pricing

£7500.00 per licence per year

Service documents

G-Cloud 9

507530997507972

Agilisys Ltd

Darren London

+44 (0) 7702 367779

gcloud@agilisys.co.uk

Service scope

Service scope
Software add-on or extension No
Cloud deployment model Community cloud
Service constraints Agilisys Care is available based on 24/7/365 but with necessary planned maintenance. Our update service runs on a four-week cycle which will ensure that all the latest Critical and Security patches are tested before being installed on Production systems. The phase breakdown is as follows: Phase-1 Iaas Cloud Management Servers, Phase-2 Client Dev, Test and Train Servers, Phase-3 Client Pre-Production Servers, Phase-4 Client Production Servers. Patches are scheduled to automatically download/install between 08:00 and 12:00 on a Saturday morning dependent upon the phase schedule. Five working-day’s notice is provided for scheduled maintenance, 24 hours for emergency maintenance.
System requirements
  • Agilisys Care requires a modern browser to be accessed.
  • We support all major browsers, current version minus two.

User support

User support
Email or online ticketing support Email or online ticketing
Support response times Third-line support: Third line support is provided during normal service hours of 9am – 5pm, Monday to Friday, excluding bank holidays ("Normal Service Hours").
Reporting may also be undertaken on Agilisys Care’s dedicated support website at https://agilisyscare.freshdesk.com/support/login.
Our response times are provided below:
P1 - 2 hour first response
P2 - 4 hour first response
P3 - 4 hour first response
P4 - 4 hour first response
User can manage status and priority of support tickets Yes
Online ticketing support accessibility WCAG 2.0 AA or EN 301 549
Phone support Yes
Phone support availability 9 to 5 (UK time), Monday to Friday
Web chat support No
Onsite support Onsite support
Support levels Third-line support: Third line support is provided during normal service hours of 9am – 5pm, Monday to Friday, excluding bank holidays ("Normal Service Hours").
Reporting may also be undertaken on Agilisys Care’s dedicated support website at https://agilisyscare.freshdesk.com/support/login.
Our response times are provided below:
P1 - 2 hour first response - 12 hours resolution
P2 - 4 hour first response - 24 hours resolution
P3 - 4 hour first response - 5 days resolution
P4 - 4 hour first response - next release
Support available to third parties Yes

Onboarding and offboarding

Onboarding and offboarding
Getting started Whilst technically implementation can be done remotely, however simple the deployment Agilisys Care prefers face-to-face kick-off meetings to agree the Project Management plan, deliverables, responsibilities and time lines. As well as improving communications this facilitates an open Q&A session and helps to on-board the wider client team.
• For all on-boarding procedures a fully-functional UAT (User acceptance testing) site is made available – with an option to base the initial live system on the finalized UAT system data prior to final sign-off.
• We also train-the-trainer/administrators.
For more complex deployments we can offer a comprehensive range of on-boarding processes:
• Bulk upload of authenticated user accounts.
• Data load/migration/harvesting/direct feeds.
• Provider on-boarding.
• DP, PB & IPB Marketing.
• Integration with back-office systems.
Off-boarding is very straightforward: Relevant off-boarding data can be supplied as an extract in an appropriate format (as required). This includes, where collected, anonymized operational and MI reporting data and, where permission has been given, personalized operational/MI data.
Service documentation No
End-of-contract data extraction After receipt of termination notice and as part of the proposed Exit Plan Agilisys Care will destroy all consumer date held on its systems, in line with the Data Protection Act. Agilisys can also provide/transfer data to the customer, though this would need to be scoped and costed as part of the Exit Plan.
End-of-contract process Client may terminate contract at any time subject to the Supplier’s terms.
After receipt of termination notice Agilisys Care will deliver a proposed Exit Plan to achieve an orderly discontinuation:
• Agree date for removal of site from public access (minimum 5 working days).
• Delivery off-boarding data extract to customer within 30 days.
• Where appropriate – Customer will notify providers, and registered users who have shared their data with Council, that the site is being taken down.
• Where appropriate – Agilisys Care will notify registered users who have not shared their data with Council, that site is being taken down.
• In line with DPA Agilisys Care will destroy all consumer data held on its systems.

Using the service

Using the service
Web browser interface Yes
Supported browsers
  • 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 There is no difference between Agilisys Care on either mobile and desktop, as our solution is fully responsive and renders to suit any mobile, tablet or desktop device.
Accessibility standards WCAG 2.0 AA or EN 301 549
Accessibility testing We test all elements of the platform internally to the standards set out as WCAG 2.0 AA compliant. New products are tested by an independent contractor.
API Yes
What users can and can't do using the API Agilisys Care is an extensible platform that is agnostic to, but also fully integrated with your ICT estate, designed for citizens, businesses and visitors and enabling true seamless self-service across all channels. The platform is made up of several components, one of which is acting as a front end to provide on-line forms with built in business rules, pre-validating and handling transfer of data from the citizen through to back office systems to avoid re-keying of data. Alternatively, we can integrate using our Federated Identity Module via Single-Sign On (SSO). SSO uses is based on OpenID or OAuth and uses SAML to pass data securely through to third parties. Agilisys Care also has a list of RESTful APIs to enable third parties to integrate via the platform into the connector and then into the relevant back office. The connector catalogue of APIs therefore links the platform to back office APIs. Further information can be found in our service definition.
API documentation Yes
API documentation formats PDF
API sandbox or test environment Yes
Customisation available Yes
Description of customisation The customer may customise the Agilisys Care platform in determining which modules are included wtihin the platform.

Agilisys Care can also be customised to fit within the customer's website, as platforms “shell” is taken from the main website Content Management System.

Scaling

Scaling
Independence of resources Agilisys Care’s products are offered on G-Cloud as SaaS (Software as a Service) where we make a system available over the internet for your users 24 x 365. Our hosting is handled by a specialist hosting company in a facility rated as Tier 3+, a level below Military. The data centre, therefore, offers exceptionally high security and with availability. Additionally, there are no usage or storage caps.

Analytics

Analytics
Service usage metrics Yes
Metrics types If required we can set up Google Analytics for the customer.
Reporting types Real-time dashboards

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 Supplier-defined controls
Penetration testing frequency At least once a year
Penetration testing approach In-house
Protecting data at rest Physical access control, complying with another standard
Data sanitisation process No
Equipment disposal approach In-house destruction process

Data importing and exporting

Data importing and exporting
Data export approach Data can be exported from the platform via Agilisys third line support, which will be priced based on the level of data required to be extracted or migrated to another service.
Data export formats CSV
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)
Data protection within supplier network IPsec or TLS VPN gateway

Availability and resilience

Availability and resilience
Guaranteed availability Agilisys Care operate PRGT – intuitive networking monitoring software to proactively ensure the highest levels of service are maintained:
• Rapid server response times.
• Availability 24 x 365.
• Loading doesn’t peak to a level which impacts response times.

The data centre for this service has achieved 99.99% since installation over 4 years ago and our SLA is backed by a warranty on 99% availability.

Agilisys Care operate 24 x 365 support:
• Dedicated website for fault and issue reporting: https://agilisyscare.freshdesk.com/support/loginhttp://tickets.quickheart.com
• Office hours: 01844 203 660 (08.030 – 18.00 Mon to Fri excluding Bank Holidays).
• Out of hours for system unavailable: night telephone number.

All issues are logged and progressed to completion.

Third-line support: Third line support is provided during normal service hours of 9am – 5pm, Monday to Friday, excluding bank holidays ("Normal Service Hours").
Reporting may also be undertaken on Agilisys Care’s dedicated support website at https://agilisyscare.freshdesk.com/support/login.
Our response times are provided below:
P1 - 2 hour first response - 12 hours resolution
P2 - 4 hour first response - 24 hours resolution
P3 - 4 hour first response - 5 days resolution
P4 - 4 hour first response - next release
Approach to resilience System back-ups are performed using a combined technique – with the operating system, application software and application data all being backed up – to support rapid ‘bare metal’ recovery. A rolling back-up of the operating system file system and application software is transferred to a pre-configured duplicate server every 15 minutes.
The application data is backed up by:
1. Native windows back-up to space on the same hardware.
2. This data is further backed-up to an external back-up cluster.
3. The back-up cluster, in turn, mirrors the backed up data, over the internet, to a second back-up cluster at a remote location thus providing off-site back-up.
All back-ups are performed using encrypted links to encrypted back-up storage, and no data is ever visible outside the secured data centre. This combination of techniques allows a system to be rapidly recovered in case of failure, or for data to be easily recovered in case of application error or other failure.
Outage reporting Agilisys have a corporate approach to Business Continuity and disaster recovery. This details the key stakeholders, suppliers involved in all supply chain activities, support arrangements and contract information, including our off-site data storage service. The Agilisys service delivery architecture and core infrastructure allows our clients to transparently connect to any Agilisys data centre for purposes of business continuity or disaster recovery. This service provides a standard service level of 8 hours RTO (recovery time objective) and 24 hour RPO (recovery point objective), though we will use all reasonable endeavours to recover to a point earlier than this. We can tailor this to meet specific requirements which will be subject to a revision of contractual terms.

Identity and authentication

Identity and authentication
User authentication needed Yes
User authentication
  • Dedicated link (for example VPN)
  • Username or password
Access restrictions in management interfaces and support channels Firewall restriction and VPN that requires a user name/password. Management interfaces/data management interfaces are further restricted by an additional user login. Such access is restricted to a limited number of senior technical staff.
Access restriction testing frequency At least once a year
Management access authentication
  • Dedicated link (for example VPN)
  • Username or password

Audit information for users

Audit information for users
Access to user activity audit information Users contact the support team to get audit information
How long user audit data is stored for At least 12 months
Access to supplier activity audit information Users contact the support team to get audit information
How long supplier audit data is stored for At least 12 months
How long system logs are stored for Between 1 month and 6 months

Standards and certifications

Standards and certifications
ISO/IEC 27001 certification Yes
Who accredited the ISO/IEC 27001 SGS UK – UKAS accredited certification body
ISO/IEC 27001 accreditation date 24/03/2017
What the ISO/IEC 27001 doesn’t cover What the ISO/IEC 27001 doesn’t cover
Our ISO 27001 certificate includes provision of services from Agilisys IaaS platform and Agilisys service centre. Following dependent processes are also audited as part of our ISO27001 certificate:
o COLT Data centre (ISO27001 certified)
o Physical and environment security of Agilisys London offices and Hafley court office
o Human resources security o Supplier relationship
ISO 28000:2007 certification No
CSA STAR certification No
PCI certification No
Other security accreditations No

Security governance

Security governance
Named board-level person responsible for service security Yes
Security governance accreditation Yes
Security governance standards
  • ISO/IEC 27001
  • Other
Other security governance standards NHS IG Toolkit
Information security policies and processes The Agilisys Care platform is hosted an in IL2 compliant infrastructure using industry standard SSL (HTTPS); therefore, all the communication between the web browser and the server is encrypted and nothing is sent as ‘clear text’. Also the “no-cache” directives are passed to the web browsers by the server to disable the Council side caching of the portal pages. Data in transit over public or otherwise untrusted networks is appropriately encrypted (e.g., TLS, SSL, HTTPS, SFT, IPSec as appropriate) using protocols and products that are FIPS 140-2 compliant.

Operational security

Operational security
Configuration and change management standard Supplier-defined controls
Configuration and change management approach All change requests (CRs) will be requested via the Agilisys Service desk or allocated Project Manager. All CRs will be recorded in the Service Desk tool with unique identity number / code with details like the start date, expected completion date, estimated hours, CR type, priority. The full mapped process can be found in our service definition.
Vulnerability management type Supplier-defined controls
Vulnerability management approach Our infrastructure architecture provides protection against unauthorised access and malicious attack by isolating systems and groups of systems in security and functional zones and strictly controlling network communication between the various zones. All components of the infrastructure will be monitored for signs of malicious attack, and event logs will be regularly reviewed for signs of suspicious behaviour. When incidents are detected, Agilisys will manage the incidents according to incident management procedures following industry best practices, taking into account the nature of systems and information affected by the incident.
Protective monitoring type Supplier-defined controls
Protective monitoring approach Agilisys Care uses a monitoring utility errors to be proactively corrected before they become an issue. This ensures that support teams can work to investigate problems before they are reported by the end user. In addition, our cloud infrastructure is managed by a 24x7 operations team, proactively monitoring the infrastructure, network and all services, with a supporting second data centre in the unlikely case of a service failure.
Incident management type Supplier-defined controls
Incident management approach The Agilisys Service Desk utilises an ITIL v3 aligned process set that integrates event management and Incident Management to maximise the availability of the environments. We process contacts via multiple access methods including telephony/web/email/self-service media. We operate a global 24/7 Operations Centre, based in Rochdale and Mumbai, which provides complete monitoring ensuring infrastructure availability and performance is maintained. The monitoring solution used by Agilisys provides advanced features and alerting mechanisms on configured thresholds e.g.: • System availability • Network interface utilisation • WAN utilisation • Security log monitoring

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 £7500.00 per licence per year
Discount for educational organisations No
Free trial available No

Documents

Documents
Pricing document View uploaded document
Skills Framework for the Information Age rate card View uploaded document
Service definition document View uploaded document
Terms and conditions document View uploaded document
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