CGI - Integrated Digital Care Record (IDCR)

CGI’s Integrated Digital Care Record (IDCR) enables Trusts who require an incremental approach to achieve an IDCR whilst leveraging their legacy application portfolio. Our IDCR provides a single patient view and workflow management solution components, which maximises investment whilst delivering improved patient outcomes as well as clinical and operational efficiencies.


  • e-CareLogic Clinical Portal serving clinicians, administrative and allied professionals
  • Single integrated patient view with clinical data capture
  • Workflow support including notifications, pathways, tasks and actions
  • Patient Portal with healthcare records/updates to care plans
  • GP Portal providing primary care clinicians with shared data
  • Document management including e-forms and correspondence
  • Medepad tablet based nursing observations
  • FindMyPatient mobile clinical app
  • Integration platform with a library of over 60 interfaces
  • Reporting tools and dashboards


  • Maximise-flexibility, minimise-disruption for complex organisations undergoing merger and change
  • Improved usability and functionality for all clinicians and other users
  • Improved safety through real-time access to the complete record
  • Improved task management and notifications of significant events
  • Improved patient safety through better care coordination across all environments
  • Improved patient experience, fewer duplicate questions
  • Improve efficiency – see more patients in less time
  • Reduce cost through clinical and operational efficiency
  • Leverage the information stored in existing legacy systems
  • Improved operational efficiency and intelligence through dashboards and reporting

Service scope

Service scope
Software add-on or extension No
Cloud deployment model Public cloud
Service constraints None
System requirements
  • Availability of interfaces from underlying systems
  • End user devices as per the warranted environment
  • Data migration as agreed during deployment
  • Mobile device management and wifi for mobile applications

User support

User support
Email or online ticketing support Email or online ticketing
Support response times One hour Response Time
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 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 None or don’t know
How the web chat support is accessible The WebChat is accessed through the Clients Internet connection
Web chat accessibility testing None
Onsite support Yes, at extra cost
Support levels • Priority 1 Critical Fault:-
(Problem affecting an entire service, a large number of End Users): One hour Response Time, Four hours Resolution Time
• Priority 2 Serious Fault:-
(System or data problems affecting a large number of end users): One hour Response Time, Two days Resolution Time
• Priority 3 Standard Fault:-
(The system is operating in a degraded way, but which does not have a significant adverse effect on operations.): One hour Response Time, Seven days Resolution Time
• Priority 4 Cosmetics Fault or Request for information:-
(A minor agreed problem exists in the system, which has no significant effect on operations.
An end user has chosen to execute a transaction in a manner not recommended.
Request for information or advice or agreed service requests.
Other calls not related to a fault. ): One hour Response Time, 30 days Resolution Time.
Support available to third parties Yes

Onboarding and offboarding

Onboarding and offboarding
Getting started Training and floor-walking
Service documentation Yes
Documentation formats PDF
End-of-contract data extraction Via the offboarding service (using AQL queries/REST APIs)
End-of-contract process Off-boarding is instigated by a client request or after expiration of the service agreement. Deletion of any virtual machine image and data will occur in line with the service agreement. Any required data will be made available using appropriate media, in line with the data security classification. After client notification that data has been successfully recovered, CGI will purge and destroy client data from any compute or storage device or media that remains part of CGI's estate.
CGI will deliver a smooth and secure off boarding process at the termination of the service. This will include: the decommissioning of relevant accounts; the extraction of data held on the system in agreed formats for on boarding into any new service; the decommissioning of any interfaces or integration points with third party or local systems; the engagement with any new service providers to ensure a smooth transition.

Using the service

Using the service
Web browser interface Yes
Supported browsers
  • Internet Explorer 8
  • Internet Explorer 9
  • Internet Explorer 10
  • Internet Explorer 11
  • Firefox
  • Chrome
Application to install No
Designed for use on mobile devices Yes
Differences between the mobile and desktop service None
What users can and can't do using the API Read/Update data via REST APIs
API documentation Yes
API documentation formats PDF
API sandbox or test environment No
Customisation available No


Independence of resources This is an optional service. We will jointly with the Trust define a number of agreed synthetic transactions, these will be run on an agreed frequency and the performance measured. After an agreed period during which these transaction are benchmarked we will report performance against the agreed performance timing as part of the monthly service report.
Costs for this service will be provided on a case by case basis, based on the number of transactions and the frequency required.


Service usage metrics Yes
Metrics types Agreed KPIs
Reporting types Regular reports


Supplier type Not a reseller

Staff security

Staff security
Staff security clearance Other security clearance
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 In-house
Protecting data at rest Physical access control, complying with SSAE-16 / ISAE 3402
Data sanitisation process No
Equipment disposal approach A third-party destruction service

Data importing and exporting

Data importing and exporting
Data export approach AQL queries/REST APIs
Data export formats Other
Other data export formats
  • XML
  • OPT
Data import formats Other
Other data import formats XML

Data-in-transit protection

Data-in-transit protection
Data protection between buyer and supplier networks IPsec or TLS VPN gateway
Data protection within supplier network IPsec or TLS VPN gateway

Availability and resilience

Availability and resilience
Guaranteed availability For Application availability we offer a sliding scale over the monthly performance. Our target is 98% with a threshold of 95%. Infrastructure downtime or other incidents within Force Majeur, planned or unplanned, is excluded from this calculation.
Approach to resilience Resilience provided by underlying hosting platform
Outage reporting Monitoring by service team

Identity and authentication

Identity and authentication
User authentication needed Yes
User authentication Username or password
Access restrictions in management interfaces and support channels Application level role-based access control
Access restriction testing frequency At least every 6 months
Management access authentication
  • 2-factor 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 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 User-defined

Standards and certifications

Standards and certifications
ISO/IEC 27001 certification Yes
Who accredited the ISO/IEC 27001 AFNOR UK Ltd (UKAS Registration No.022)
ISO/IEC 27001 accreditation date 19/09/2016
What the ISO/IEC 27001 doesn’t cover Nothing is NOT covered.
The following IS covered from a Technical perspective: Provision of outsourcing sevices including managed infrastructure services, contact centre services, service desk services, management of print and email, application development, maintenance and support services.
The following IS covered from a Business perspective: The provision of outsourcing, project and consultancy services, including development and delivery activities, plus the management of people, technologies and physical security.
ISO 28000:2007 certification No
CSA STAR certification No
PCI certification No
Other security certifications Yes
Any other security certifications Level 2 or above for HSCIC Information Governance 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 ISO9001 Quality Management
TickITplus ISO9001 – Systems/ Software Development/ Support
ISO14001 Environmental Management
ISO27001 Information Security Management
CLEF - ISO/IEC 17025:2005 accreditation
Information security policies and processes Our group-wide Enterprise Security Management Framework (ESMF) contains protection policies covering information security, privacy, physical security, and intellectual property among others. Specifically for the UK there is the CGI UK SBU Data Protection Directive.ISO9001 Quality Management – IT/ Business Process operations for UK sites.
TickITplus ISO9001 – Systems/ Software Development/ Support all UK sites
ISO14001 Environmental Management – legacy-Logica UK offices.
ISO27001 Information Security Management – CGI GTO work, Bridgend Science Park, Bridgend Waterton House, Bristol 2420 Aztec West, GTO data centres at Basingstoke, Milton Keynes, Newport, Hounslow(Hatton Cross) and Docklands, Wales Application Development Centre Bridgend Hughes Park, Midlands Application Development Centre and Government rooms at Birmingham Trinity Park 1st floor.
CLEF - ISO/IEC 17025:2005 accreditation CLEF Laboratory Testing Facilities, Green Park/ Chaucer House. Evaluation and certification of security products against the criteria of the ITSEC scheme.

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 Our Change services are aligned to ITIL. We use a standard toolset aligned to ITIL, OneITSM, which supports Change using incident; problem; release; knowledge and asset & configuration management functionality. We integrated this with other tools, such as #define (our production system for Applications Development), OWL (our Knowledge Management repository), BMC Atrium Configuration Management Database (CMDB), PrimePortal (Service Knowledge Management System) and CustomerFirst (our User facing portals) to provide the appropriate functions for supporting Change.
Our Change approach incorporates categorisation and prioritisation ensuring we meet important targets and priorities and ultimately SLAs.
Vulnerability management type Conforms to a recognised standard, for example CSA CCM v3.0 or SSAE-16 / ISAE 3402
Vulnerability management approach Vulnerability management. Occasionally, vulnerabilities will be discovered which, if left unmitigated, will pose an unacceptable risk to the service. Robust vulnerability management processes are in place within Microsoft Azure to identify, triage, and mitigate vulnerabilities.
Protective monitoring type Conforms to a recognised standard, for example CSA CCM v3.0 or SSAE-16 / ISAE 3402
Protective monitoring approach CGI provide Pro-active system monitoring via BMC Patrol linked to our control bridge in South Wales. This helps ensure the effectiveness of the controls that are adopted and to verify conformity to the Microsoft and CGI cloud products information security policies and standards. The use of operator logs and fault logging ensure the identification of information system problems.

Operational Security Assurance (OSA) is a framework that incorporates the knowledge gained through a variety of resources that are unique to Microsoft, such as the Microsoft Security Response Center (MSRC), and incorporates deep awareness of the cybersecurity threat landscape.
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 CGI’s incident management solution is aligned to ITIL. It aims to restore normal service level-defined operations as quickly as possible with minimum disruption to our clients’ business, ensuring that the best possible levels of service quality and availability are maintained. Our dedicated procedures, tools, roles and responsibilities for operational groups, client and 3rd party vendors enable effective management, coordination, resolution and recovery of incidents of all levels.
The process encompasses the following:
Detection and recording
Classification and initial support
Investigation and diagnosis
Resolution and recovery
Tracking and communication

Secure development

Secure development
Approach to secure software development best practice Supplier-defined process

Public sector networks

Public sector networks
Connection to public sector networks No


Price £500000 per licence per year
Discount for educational organisations No
Free trial available No

Service documents

pdf document: Pricing document pdf document: Skills Framework for the Information Age rate card pdf document: Service definition document pdf document: Terms and conditions pdf document: Modern Slavery statement
Service documents
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