OLM Systems

ECLIPSE Citizen Engagement Portal

The ECLIPSE Citizen Engagement Portal delivers a quick/easy way for Citizens to access information and self-serve across Health and Social Care. It delivers information/advice, online needs and financial assessments, and back office integrations. The Citizen Engagement Portal is a Care Act compliant solution, built to work on any device.


  • Responsive Design
  • Online Needs Assessment
  • Online Financial Assessment
  • Powerful Search
  • Integration to back office systems
  • On Behalf access
  • eMarketPlace
  • Easy content creation
  • Resource Directory –local providers/data harvested from local/national websites
  • Customers can re-design forms and services to meet Citizen’s needs.


  • Care Act Compliant
  • Works on any device
  • Enables Channel Shift
  • Self-Serve through online assessments and targeted information
  • Integrated with case management
  • National and local provider information from various sources
  • Citizen Account - lets Citizens check the status of assessments/requests
  • Simple Local Authority Management
  • Powerful Two Factor Security
  • Built based on Industry standards and user feedback


£12000 to £42000 per licence per year

  • Education pricing available

Service documents


G-Cloud 11

Service ID

5 0 8 0 2 5 7 4 8 7 6 5 9 6 0


OLM Systems

Andy Humphries

07702 904206


Service scope

Software add-on or extension
Cloud deployment model
Hybrid cloud
Service constraints
Configuration and maintenance schedules are provided and agreed with clients as required.
System requirements
  • Windows 7 or later
  • IE10+
  • Chrome
  • Firefox
  • IOS 7+
  • Android 4+

User support

Email or online ticketing support
Email or online ticketing
Support response times
A standard SLA is provided as part of the service.
User can manage status and priority of support tickets
Online ticketing support accessibility
None or don’t know
Phone support
Phone support availability
9 to 5 (UK time), Monday to Friday
Web chat support
Onsite support
Onsite support
Support levels
Included with our solution is access to our high quality service management teams. These include: • CLAS Consultants: Access to in-house security expertise ensures that OLM products and services undergo rigorous scrutiny during development and implementation. • Account Management Team: A dedicated team that are always available to ensure you are making the most of our solution. • Professional Services: Our Professional Services team are available to ensure you take advantage of the latest system features to support changing business processes. • User Groups: You can also take advantage of one of the largest user groups in the public sector. Regular meetings mean you are always up-to-date with the latest initiatives and can share best practice. You will also gain access to our online User Group portal and the extensive content published therein.
Support available to third parties

Onboarding and offboarding

Getting started
We provide a complete on-boarding service for our users, this includes access to trial an Test environments as well as onsite and online training. We deliver user training in a number of ways to meet your specific requirements. We offer the following approaches to delivery of training and support: • Classroom • Workshops • Webinars • Train the Trainer In addition, all users are provided with extensive user guides and documentation.
Service documentation
Documentation formats
  • HTML
  • ODF
  • PDF
End-of-contract data extraction
Our data management teams work with clients to provide an extract of data in an agreed format.
End-of-contract process
The service end is in line with the stated contract end process. Please refer to the contract for a definition.

Using the service

Web browser interface
Supported browsers
  • Internet Explorer 11
  • Firefox
  • Chrome
  • Safari 9+
Application to install
Designed for use on mobile devices
Differences between the mobile and desktop service
The ECLIPSE Citizen Engagement Portal has been designed to work across all web-enabled devices with zero installation necessary. There is no difference in functionality offered in the mobile or desktop versions of the Citizen Engagement Portal.
Service interface
What users can and can't do using the API
Our API enables integration covering all levels of functionality which enables client server calls through a non vendor provided client application.
API documentation
API documentation formats
  • HTML
  • ODF
  • PDF
API sandbox or test environment
Customisation available
Description of customisation
ECLIPSE has been developed to allow and support extensive configuration. End users can customise the system to meet their specific requirements and business needs without support from the supplier. Workflows can be created and deployed to meet changing business requirements on the fly. Intelligent forms with in built logic and data mapping to define data flow across multiple forms can be created and edited by specified users. Users with appropriate rights can modify the entries in Drop down lists to meet a change in terminology or requirements.


Independence of resources
Each client instance is developed to be self contained; logically and/or physically independent of any other instance, and not impacted by the performance and maintenance of another clients instance. Clients environments are not dependent upon one another.


Service usage metrics
Metrics types
The level of service usage metrics are defined with your Account Manager and are in place to support your requirements
Reporting types
  • Regular reports
  • Reports on request


Supplier type
Not a reseller

Staff security

Staff security clearance
Conforms to BS7858:2012
Government security clearance
Up to Baseline Personnel Security Standard (BPSS)

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 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
  • Physical access control, complying with CSA CCM v3.0
  • Physical access control, complying with SSAE-16 / ISAE 3402
Data sanitisation process
Data sanitisation type
Explicit overwriting of storage before reallocation
Equipment disposal approach
A third-party destruction service

Data importing and exporting

Data export approach
Data can be exported by users in .CSV format
Data export formats
Data import formats

Data-in-transit protection

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

Availability and resilience

Guaranteed availability
As part of our SLA we provide availability of 99.95. Service credits are provided if this is missed.
Approach to resilience
This is available on request.
Outage reporting
Email notification is provided in the event of an outage.

Identity and authentication

User authentication needed
User authentication
  • 2-factor authentication
  • Username or password
Access restrictions in management interfaces and support channels
Access to services is defined by user role, all users are required to access with a unique user name and password.
Access restriction testing frequency
At least every 6 months
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 contact the support team to get audit information
How long supplier audit data is stored for
How long system logs are stored for

Standards and certifications

ISO/IEC 27001 certification
Who accredited the ISO/IEC 27001
ISO/IEC 27001 accreditation date
What the ISO/IEC 27001 doesn’t cover
ISO 28000:2007 certification
CSA STAR certification
PCI certification
Other security certifications

Security governance

Named board-level person responsible for service security
Security governance certified
Security governance standards
ISO/IEC 27001
Information security policies and processes
This is available on request.

Operational security

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
We are fully ISO certified and these policies can be inspected as part of a client reviewing that information.
Vulnerability management type
Conforms to a recognised standard, for example CSA CCM v3.0 or SSAE-16 / ISAE 3402
Vulnerability management approach
This is available on request.
Protective monitoring type
Conforms to a recognised standard, for example CSA CCM v3.0 or SSAE-16 / ISAE 3402
Protective monitoring approach
This is available on request.
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
This is available on request.

Secure development

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
Connected networks
NHS Network (N3)


£12000 to £42000 per licence per year
Discount for educational organisations
Free trial available

Service documents

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