OLM Systems


CareKnowledge is an information provision and professional development web service for those working in social care. It provides up to date expert information on the topics that add value to your practice with unlimited access to: practice essentials, case law, legislation, analysis, briefings, specially commissioned reports, research papers and journals.


  • Responsive design
  • Fully searchable website
  • Subscription based service
  • Incorporates a simple to use CPD tracking tool
  • Access to curated and commissioned content
  • Supports Adult and Children's social work practice
  • Includes a range of evidence based practice information
  • Includes structured learning modules and pathways
  • Can be integrated into the OLM Eclipse case management system
  • Bi-weekly email updates and daily website updates


  • Adult and Children's social care information accessible from one website
  • Easy to navigate and works on any device
  • Simple local authority management
  • Built based on industry standards and user feedback
  • Personalised home page
  • Provides relevant and personalised information dependent on a user's needs
  • Learning pathways give comprehensive understanding of a particular topic
  • Rich media content including videos
  • Accessible and relevant to all social care staff
  • Enables individuals to log their CPD simply and effectively


£100 to £30000 per licence per year

  • Education pricing available
  • Free trial available

Service documents

G-Cloud 10


OLM Systems

Andy Humphries

07702 904206


Service scope

Service scope
Software add-on or extension No
Cloud deployment model Private cloud
Service constraints No
System requirements
  • Windows 7 or later
  • IE10+
  • Chrome
  • Firefox
  • IOS 7+
  • Android 4+

User support

User support
Email or online ticketing support Email or online ticketing
Support response times Our Customer Services Team in Hove, are available on a daily basis between the hours of 9.00am – 5.30pm Monday to Friday excluding bank holidays. They are the first line of contact for any enquiries either by telephone or email. All enquiries are acknowledged within 2 hours and responded to within 24 hours.
User can manage status and priority of support tickets No
Phone support Yes
Phone support availability 9 to 5 (UK time), Monday to Friday
Web chat support No
Onsite support Onsite support
Support levels As part of your subscription to CareKnowledge you will have access to your own dedicated Account Manager. They will ensure that you are kept up-to-date on the latest developments in CareKnowledge, as well as ensuring that your staff are using the service to its full potential. They will provide your staff with in-house training to ensure that they are fully conversant with the service. This training can either be face to face or on-line and can be tailored to the needs of your staff, highlighting any relevant resources which support the challenges and issues your organisation is experiencing. Any technical issues that our Customer Services Team are unable to resolve are dealt with by our Digital Team who are supported by the Network Services Department of OLM Group Ltd, a large team supporting the mission critical IT systems for our entire group of companies.
Support available to third parties Yes

Onboarding and offboarding

Onboarding and offboarding
Getting started We provide a complete on-boarding service for our users, this includes trial access to the live site as well as on-site and on-line 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: workshops, webinars, videos and train the trainer. In addition, all users are provided with a quick reference guide.
Service documentation Yes
Documentation formats
  • HTML
  • PDF
  • Other
Other documentation formats Individual bi-weekly emails with encrypted URL links to article sources
End-of-contract data extraction Our Account Managers will work with clients to provide data usage and other reporting information 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

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+
  • Opera
Application to install No
Designed for use on mobile devices Yes
Differences between the mobile and desktop service CareKnowledge 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 CareKnowledge.
Accessibility standards WCAG 2.0 AA or EN 301 549
Accessibility testing Service interface testing
Customisation available No


Independence of resources The service is supplied via a scale-able virtual machine that ensures that users are not impacted by any additional demands on the website.


Service usage metrics Yes
Metrics types We provide usage metrics which list the number of log-on sessions and page views at an individual user level. The frequency of this data can be agreed with your Account Manager.
Reporting types
  • Regular reports
  • Reports on request


Supplier type Not a reseller

Staff security

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

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 Complies with a recognised standard (for example CSA CCM version 3.0)
Penetration testing frequency Less than 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
Other data at rest protection approach Not applicable to this service
Data sanitisation process No
Equipment disposal approach A third-party destruction service

Data importing and exporting

Data importing and exporting
Data export approach Any amendments, new users or deletions can be supplied to us directly using an excel spreadsheet or by email notification.
Data export formats Other
Other data export formats Excel
Data import formats Other
Other data import formats It 's not possible for users to upload data

Data-in-transit protection

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
  • Legacy SSL and TLS (under version 1.2)
Data protection within supplier network
  • TLS (version 1.2 or above)
  • IPsec or TLS VPN gateway
  • Legacy SSL and TLS (under version 1.2)

Availability and resilience

Availability and resilience
Guaranteed availability As part of our SLA we provide availability of 99.95. Service credits are provide is 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

Identity and authentication
User authentication needed Yes
User authentication
  • Identity federation with existing provider (for example Google Apps)
  • Username or password
Access restrictions in management interfaces and support channels 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
  • Identity federation with existing provider (for example Google Apps)
  • Username or password

Audit information for users

Audit information for users
Access to user activity audit information You control when users can access audit information
How long user audit data is stored for User-defined
Access to supplier activity audit information Users contact the support team to get audit information
How long supplier audit data is stored for User-defined
How long system logs are stored for Less than 1 month

Standards and certifications

Standards and certifications
ISO/IEC 27001 certification Yes
Who accredited the ISO/IEC 27001 BSi
ISO/IEC 27001 accreditation date 24/03/17
What the ISO/IEC 27001 doesn’t cover N/A
ISO 28000:2007 certification No
CSA STAR certification No
PCI certification Yes
Who accredited the PCI DSS certification Security Metrics
PCI DSS accreditation date 10/10/2017
What the PCI DSS doesn’t cover Not applicable
Other security certifications No

Security governance

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

Operational security

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

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

Public sector networks
Connection to public sector networks No


Price £100 to £30000 per licence per year
Discount for educational organisations Yes
Free trial available Yes
Description of free trial Trial access includes full use of the CareKnowledge website, MyCPD, The Academy and the bi-weekly email updates. Allows individuals to experience the full depth of the service. Trial limited to 30 days. Unlimited number of trial users. Post trial electronic survey to to enable evaluation and feedback.


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