Adam HTT Limited

Direct Payment Service (AVA)

Public facing website supporting Direct Payment recipients and self-funders service users online through their care journey. Online assessments, advise, guidance and bespoke personalised commissioning from a range of providers. Feedback on supplier performance and outcomes. Enables citizens to make informed decisions. Supporting Self-Funders, Direct Payments and Personal Health Budgets.

Features

  • Online access for citizens through any device
  • Access to commissioned records
  • Easy to use and intuitive design
  • Self-assessment functionality
  • Advise and guidance with sign-posting
  • Full market visibility for buying services
  • Care services, equipment and technology marketplace
  • Online contract management and payments included
  • Customer driven reviews / ratings for informed decisions
  • Secure and GDPR compliant platform

Benefits

  • Better informed decision making
  • Secure portal for payments
  • Level playing field for all providers
  • User led reviews to inform decisions
  • Whole market visibility to ensure best quality
  • Best value through user led process
  • Improve communication between user and provider
  • Real-time management information for LA / CCG
  • Dynamic provider base, continually kept up-to-date
  • 100% payment accuracy on invoices for delay and error processing

Pricing

£15000 per licence per year

Service documents

G-Cloud 11

691375574385641

Adam HTT Limited

Lee Dutton

0800 988 2326

enquiries@useadam.co.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 Please see the full adam portfolio
• SProc.Net
• Life co - Citizen Portal
• Electronic Call Management
• Case Management System
Cloud deployment model Private cloud
Service constraints *Supported devices
• PC
• Mac
• Smartphone
• Tablet

*Supported web browsers
• Internet Explorer 8
• Internet Explorer 9
• Internet Explorer 10+
• Microsoft Edge
• Firefox
• Firefox Developer
• Chrome
• Safari
• Opera
System requirements None - SProc.Net is a web-based solution

User support

User support
Email or online ticketing support Email or online ticketing
Support response times Support response times
The Support Team provides operational support between the hours of 08:30 and 17:00 Monday to Friday. • Contact Method >> Measurement >> Target ===================================================================================== • SProc.Net Query Activation Time >> Within 1 Hour >> 95% • SProc.Net Query Resolution Time >> Within 24 Hours >> 90% • Live Chat Initial Response Time >> Within 10 Minutes >> 90% • Telephone Enquiries >>Number of client and Service Provider Calls Answered first time and within 30 seconds >> 90%
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 Web chat
Web chat support availability 9 to 5 (UK time), Monday to Friday
Web chat support accessibility standard WCAG 2.1 A
Web chat accessibility testing Standard Usability Testing
Onsite support Yes, at extra cost
Support levels Our Operation provides a comprehensive set of support services ensuring our customers and providers derive the absolute maximum value from our products and services. During implementation our project team will support customers with change management and will set up the system to best fit the needs of the individual authority. Training will either be delivered onsite or off-site via webinar. Any post go-live training requirements is chargeable. We engage with providers and provide training to all users Our Support Team located in Milton Keynes, provides operational support to all system users between the hours of 08:30 and 17:00 Monday to Friday. The team also reviews and manages each transaction processed through our system ensuring they are processed seamlessly and without delay. Our Supplier Relationship Management team is responsible for building, developing and maintaining supply chains for our customers. They will ensure a robust and responsive provider base is available to our customers at all times. As part of the overall support services, clients are provided with a designated Service Delivery Manager responsible for the strategic management and development of the contract. Escalation of technical issues with the product will be to our development team, including programmers and cloud support staff.
Support available to third parties Yes

Onboarding and offboarding

Onboarding and offboarding
Getting started Full implementation project management including onsite and online training
Service documentation Yes
Documentation formats PDF
End-of-contract data extraction Adam would work with the customer to ensure all required data is extracted and exported to a useable data format . Although not usually chargeable, adam can only assess each instance once the requirements are known, and may have to charge for some work.
End-of-contract process This is determined on a client-by-client basis, dependant upon their requirements for such things as retention periods and required data formatting. Although not usually chargeable, adam can only assess each instance once the requirements are known, and may have to charge for some work. ( See Terms & Conditions)

Using the service

Using the service
Web browser interface Yes
Supported browsers
  • 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 SProc.Net is a web-based application, built as a responsive web site, so all functionality that exists when accessing via a desktop is available on mobile
API Yes
What users can and can't do using the API SProc.Net does not currently have any open APIs. All existing APIs are specific to existing clients. New APIs can be created on a case-by-case basis but are likely to be chargeable.
API documentation No
API sandbox or test environment No
Customisation available No

Scaling

Scaling
Independence of resources The Infrastructure is designed for scalability in both the web server and database environment. Available capacity is always over specified to ensure performance is not affected by peaks in service. Resource usage is tracked and reviewed daily to ensure maximum required resource is always available.

Analytics

Analytics
Service usage metrics Yes
Metrics types Service metrics are provided for adam's Measures of Success as standard (please see our full Service Description for details). Other, client specific, KPIs will be provided where possible.
Reporting types
  • Real-time dashboards
  • Regular reports
  • Reports on request

Resellers

Resellers
Supplier type Not a reseller

Staff security

Staff security
Staff security clearance Conforms to BS7858:2012
Government security clearance Up to Developed Vetting (DV)

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 Managed by a third party
Penetration testing frequency At least once a year
Penetration testing approach Another external penetration testing organisation
Protecting data at rest
  • Physical access control, complying with another standard
  • Encryption of all physical media
  • Other
Other data at rest protection approach Prospective clients are welcome to review adam's Data Protection and Information Security Policy on request
Data sanitisation process No
Equipment disposal approach A third-party destruction service

Data importing and exporting

Data importing and exporting
Data export approach Adam provides a comprehensive suite of reports to cover most users requirements from SProc.Net. Other reports may be generated on request but may be chargeable. All list pages have an export-to-Excel feature. All SQL reports can be exported to Excel, CSV or PDF.
Data export formats
  • CSV
  • ODF
  • Other
Data import formats Other
Other data import formats
  • Adam doesn't allow users to import directly into the system
  • Data translation and load is handled during implementation
  • “Imports” would be handled via the standard processes

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 TLS (version 1.2 or above)

Availability and resilience

Availability and resilience
Guaranteed availability Over the past 12 months adam has operated at system uptime of above 99.999%. We have SLAs in place to provide uptime of 99.95% and this SLA has been met in perpetuity. As such adam has never had to pay compensation for system unavailability.
Approach to resilience The private cloud is synchronously replicated to the secondary datacentre allowing for a rapid disaster recovery process, with replication and failover to the secondary data centre using VMware SRM. The DR platform can be invoked from both the primary and the secondary fully resilient locations.

No single point of failure at any level of the setup and database availability groups allows instantaneous failover in the event of a primary database failure, meaning no noticeable impact to system users.
Outage reporting Over the past year system uptime has been >99.999%.

In the unlikely event of a system outage we have a set of responses and protocols documented in our Disaster Recovery documents.

Outages are reported to our MD and CTO immediately and notified to the Senior Management Team. Within 15 minutes our Support Team will notify all users of the issue and the next steps. We will provide alternative URLs for system access and will revert to manual processes where appropriate.

Our Account Management Team will inform our key stakeholders with regular contact providing updates every 30 minutes. Users will be provided with an emergency operational contact. Once the situation is resolved all users will be notified. Our Support Team will review the impact on the users and will follow up with any who may have been in the process of completing transactions.

Our Account Management Team will advise when the situation has been resolved and will provide details of the incident. Further to this a Disaster Recovery Incident report will be created that explains in detail the issue that occurred, steps taken and any appropriate measures to prevent reoccurrence. This report will be distributed to any affected customers as necessary.

Identity and authentication

Identity and authentication
User authentication needed Yes
User authentication Username or password
Access restrictions in management interfaces and support channels Prospective clients are welcome to review adam's Data Protection and Information Security Policy on request
Access restriction testing frequency At least every 6 months
Management access authentication 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 DPH - 26/8/2016 adam - 21/4/2016
What the ISO/IEC 27001 doesn’t cover Nothing
ISO 28000:2007 certification No
CSA STAR certification No
PCI certification No
Other security certifications Yes
Any other security certifications
  • Cyber Essentials
  • IG Toolkit

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 Cyber Essentials
IG Toolkit
Information security policies and processes Prospective clients are welcome to review adam's Data Protection and Information Security Policy on request

Operational security

Operational security
Configuration and change management standard Supplier-defined controls
Configuration and change management approach Prospective clients are welcome to review adam's Data Protection and Information Security Policy on request
Vulnerability management type Supplier-defined controls
Vulnerability management approach Prospective clients are welcome to review adam's Data Protection and Information Security Policy on request
Protective monitoring type Supplier-defined controls
Protective monitoring approach We have monitoring at application, database and infrastructure level that proactively monitors for issues. Any alert that is triggered, will automatically be sent to the production support team who will investigate the issues. Response times and fix times will be dependent on the severity of the issue.

Prospective clients are welcome to review adam's Data Protection and Information Security Policy on request
Incident management type Supplier-defined controls
Incident management approach Prospective clients are welcome to review adam's Data Protection and Information Security Policy 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

Pricing

Pricing
Price £15000 per licence per year
Discount for educational organisations No
Free trial available No

Service documents

pdf document: Pricing document pdf document: Service definition document pdf document: Terms and conditions
Service documents
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