Leicestershire Health Informatics Service

HIScall management suite software

A custom-built communication system that utilises a cloud based VoIP PBX phone switching system. The VoIP technology, ensuring it provides a tailored service for all your telecom needs. Offering a fully featured telephone system with minimum recurring costs, HIStel can typically be provided for less than you might think.

Features

  • Fully detailed call reports for staff
  • Live call statistics help you identify resource requirements
  • Report breakdown
  • Flexibility of exporting data to MS Excel, CVS, XML
  • Easy to use system; updated by practice staff
  • Real-time wall board information with charts
  • Allows tracking of agents/calls
  • Complete one solution management suite that can be tailored

Benefits

  • HISrecord is a fully integrated, secure, call recording suite
  • No Lock-In vendor neutral solution
  • Minimum recurring costs
  • Reduced Cabling Costs
  • Allows a business to take control of their phone calls
  • HIStel can be integrated into your existing business systems
  • Value: excellent price, quality and service delivery
  • Can utilise existing LAN cables reducing cabling required
  • Free Inter-Office calls with a Multi-Branch PABX

Pricing

£1800 per licence per year

Service documents

Framework

G-Cloud 11

Service ID

5 1 9 4 6 7 4 2 2 9 4 3 9 6 7

Contact

Leicestershire Health Informatics Service

Gemma Clayton

01162951321

gemma.clayton@leics-his.nhs.uk

Service scope

Software add-on or extension
Yes, but can also be used as a standalone service
What software services is the service an extension to
Intranet and public facing websites
Cloud deployment model
Private cloud
Service constraints
The environment can be set up to be accessed over the internet or the N3 network. Bandwidth and latency are dependent on the application and the connection type.
Perimeter security services provide a layered protection at the perimeter of LPT’s network and server infrastructure, bringing together security capabilities based on firewalls, intrusion detection and prevention services (IDS and IPS) and DDoS protection and mitigation technology
System requirements
Internet or N3 connection and a web browser

User support

Email or online ticketing support
Email or online ticketing
Support response times
Response times agreed by SLA. LHIS service desk operates 07:00 to 20:30 Monday to Friday and 08.00 to 13.00 Saturday excluding weekends and UK Bank Holidays. A 24 hour out of hour’s service is available for an additional surcharge. We also provide out-of-hours IT and Senior Management cover where there is a priority 1, urgent loss of service which has a direct impact on patient care and where there is no alternative.
User can manage status and priority of support tickets
Yes
Online ticketing support accessibility
None or don’t know
Phone support
Yes
Phone support availability
24 hours, 7 days a week
Web chat support
No
Onsite support
Yes, at extra cost
Support levels
Typically an SLA is drawn up detailing availability, resilience, redundancy and support arrangements and this is then managed during the lifetime of the system.
Table 3 and Table 4 in the attached service definition show the standard severity matrix and response times within LHIS (which may differ if requiredl). When calls are logged with our service desk we grade them with severities depending on the nature of the issue. The service
desk operates according to ITIL change management procedures. Response time shown in the attachments. These standards are negotiable if required to meet customer needs, however customers should note this may have an impact on the service price. LHIS uses back office support and system functions from with the UK.
Support available to third parties
Yes

Onboarding and offboarding

Getting started
The on boarding process is managed according to PRINCE 2 project management principles and includes the following:

• Initial set up and testing before handover
Service documentation
Yes
Documentation formats
PDF
End-of-contract data extraction
In the rare event that a customer decides to terminate the service LHIS will provide the SharePoint data in electronic format. Please note depending on the volume of data and customers preferred method of receipt this may incur a fee.
End-of-contract process
Once the data is securely transferred LHIS will securely delete the historical data unless otherwise requested by the customer.

Using the service

Web browser interface
Yes
Supported browsers
  • Internet Explorer 7
  • Internet Explorer 8
  • Internet Explorer 9
  • Internet Explorer 10
  • Internet Explorer 11
  • Microsoft Edge
  • Firefox
  • Chrome
  • Safari 9+
Application to install
No
Designed for use on mobile devices
Yes
Differences between the mobile and desktop service
Optimised website view for mobiles
Service interface
No
API
No
Customisation available
Yes
Description of customisation
Product can be branded to fit in with customer's existing brand guidelines.

Specific access can be given to specific users.

Scaling

Independence of resources
Dedicated resource with agreement with the customer via SLA

Analytics

Service usage metrics
Yes
Metrics types
API: JavaScript, ASP.NET, REST/OData
Reporting types
API access

Resellers

Supplier type
Reseller providing extra features and support
Organisation whose services are being resold
Microsoft

Staff security

Staff security clearance
Other security clearance
Government security clearance
Up to Security Clearance (SC)

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
Yes
Datacentre security standards
Supplier-defined controls
Penetration testing frequency
At least every 6 months
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 SSAE-16 / ISAE 3402
  • Other
Other data at rest protection approach
Cyber Essentials Plus and ISO 27001
Data sanitisation process
Yes
Data sanitisation type
Deleted data can’t be directly accessed
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
Documents can be downloaded direct from the site.
Data export formats
Other
Other data export formats
Format in which they were uploaded
Data import formats
Other
Other data import formats
Microsoft Office

Data-in-transit protection

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

Availability and resilience

Guaranteed availability
SLAs are agreed on a customer to customer basis as they are bespoke to the contract.
Approach to resilience
Available on request
Outage reporting
Send email alerts and a customer facing dashboard

Identity and authentication

User authentication needed
Yes
User authentication
  • 2-factor authentication
  • Public key authentication (including by TLS client certificate)
  • Identity federation with existing provider (for example Google Apps)
  • Dedicated link (for example VPN)
  • Username or password
Access restrictions in management interfaces and support channels
User access controls are assigned according to the requirements of the user and organisation via user access profiling
Access restriction testing frequency
At least every 6 months
Management access authentication
  • 2-factor authentication
  • Public key authentication (including by TLS client certificate)
  • Identity federation with existing provider (for example Google Apps)
  • Dedicated link (for example VPN)
  • Username or password

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
At least 12 months

Standards and certifications

ISO/IEC 27001 certification
Yes
Who accredited the ISO/IEC 27001
British Assessment Bureau
ISO/IEC 27001 accreditation date
May 2016
What the ISO/IEC 27001 doesn’t cover
Current coverage = management of email
ISO 28000:2007 certification
No
CSA STAR certification
No
PCI certification
No
Other security certifications
Yes
Any other security certifications
  • Cyber Essentials
  • ISB 1596 Secure Email Standard

Security governance

Named board-level person responsible for service security
Yes
Security governance certified
Yes
Security governance standards
  • ISO/IEC 27001
  • Other
Other security governance standards
Tigerscheme
Information security policies and processes
Public Sector and NHS standards for Information Security. ISO 27000 accredited.

Operational security

Configuration and change management standard
Supplier-defined controls
Configuration and change management approach
We operate according to ITIL change management procedures
Vulnerability management type
Supplier-defined controls
Vulnerability management approach
We operate a security and vulnerability service which is run on a routine and cyclical basis this uses industry standard tools such as Nessus. We are also part of the CareCert alerting system.
Protective monitoring type
Supplier-defined controls
Protective monitoring approach
We have a formalised incident response methodology which is designed to address issues and threats as they are identified.

These incidents are addressed with defined timescales, depending on their severity.
Incident management type
Supplier-defined controls
Incident management approach
Incident response processes are defined through NHS security and governance standards. These are delivered through local policy provisions.

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
Yes
Connected networks
  • NHS Network (N3)
  • Health and Social Care Network (HSCN)

Pricing

Price
£1800 per licence per year
Discount for educational organisations
No
Free trial available
No

Service documents

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