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

G-Cloud 11

519467422943967

Leicestershire Health Informatics Service

Gemma Clayton

01162951321

gemma.clayton@leics-his.nhs.uk

Service scope

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

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

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

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
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

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

Analytics

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

Resellers

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

Staff security

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

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 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 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-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

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

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

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

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

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

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

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
  • NHS Network (N3)
  • Health and Social Care Network (HSCN)

Pricing

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

Service documents

pdf document: Pricing document pdf document: Terms and conditions pdf document: Modern Slavery statement
Service documents
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