Involve Visual Collaboration Ltd

Attend Anywhere

The Attend Anywhere model helps achieve the benefits of mainstream video call access to established health and other public and private sector providers.
Our tools and resources make it simple, sustainable, safe and secure for providers of services to say “Yes, you can attend your consultation via video” with us.

Features

  • Single, consistent entry point on service’s webpage for all users
  • Users enter queue in clinics online waiting area
  • Users don't need accounts, special software, or individual dial-in details
  • Self-testing functions help to minimise the need for technical support
  • Customisable user / provider experiences
  • Facilitates customisable post-consult evaluations per service
  • Ability to transfer users between waiting areas or clinics
  • Resource Centre: extensive resources and materials to support adoption
  • Departmental video meeting rooms for up to six sites
  • Sophisticated reporting abilities (self service)

Benefits

  • Replicates physical world. Mimics how services are accessed, managed today
  • Offers familiar processes, which is key to adoption
  • Simplicity is its strength, just replaces the travel component
  • The human, economic, systemic benefits of video consultations at scale
  • No parallel processes for video, or extra work for staff
  • Use existing clinical and admin systems, no separate scheduling
  • Inherently secure and private by design, 3-tier security model
  • No patient identifiable data stored (no digital footprint)
  • Platform entirely web-based, no other software required
  • Designed for use across mutiple sectors

Pricing

£264 to £440 a user a year

Service documents

Framework

G-Cloud 12

Service ID

8 2 9 6 1 8 6 3 2 8 3 7 4 0 4

Contact

Involve Visual Collaboration Ltd

Jason Ward

0845 805 3455

sales@involve.vc

Service scope

Software add-on or extension
No
Cloud deployment model
Public cloud
Service constraints
Users require a supported web browser and minimum specification devices see: https://nhs.attendanywhere.com/callers
System requirements
  • Google Chrome Web Browser (Win7+, Android5.1+, MacOS 10.11+)
  • Apple Safari Web Browser (MacOS 10.12, iOS 11.4+)
  • A web camera (built-in or USB)
  • A microphone ( built in to laptop computers and webcams)
  • Speakers or headset
  • A reliable connection to the internet

User support

Email or online ticketing support
Email or online ticketing
Support response times
Initial response if 2 hours within working hours (Monday to Friday)
User can manage status and priority of support tickets
Yes
Online ticketing support accessibility
WCAG 2.1 AAA
Phone support
Yes
Phone support availability
24 hours, 7 days a week
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 AAA
Web chat accessibility testing
NA
Onsite support
Onsite support
Support levels
We have a range of support service from in-hours Monday - Friday to 24 / 7 / 365, depending on specific requirements.
Our IL£ accreditted network operations centre is available for inbound support via email, telephone and video. We can provide a three layer support system with response times defined within our Involve Assist T&C's.
The tiered structure will provide support as follows:
1. Tier 1 will provide support on general issues, high level fault resolution and administration around usage of the service. Any issues that are unable to be resolved at this stage will be escalated to tier 2.
2. Tier 2 will provide support on technical issues around usage of the service and supporting end-user IT functions. Any issues that are unable to be resolved at this stage will be escalated to tier 3.
3. Tier 3 will use Attend Anywhere's technical staff in addition to Involve's technical support to resolve any faults or outages that occur.
Support available to third parties
Yes

Onboarding and offboarding

Getting started
We provide a range of onboarding services for this services, ranging from initial set up of your organisational unit, creation of waiting areas and service users through to user and adoption training with individuals or groups. Online training tools and a wealth of online resources can be found with the online resouce centre that you will have access to.
Service documentation
Yes
Documentation formats
PDF
End-of-contract data extraction
All customer log in details will be deleted on contract expiry. No other customer data is stored with the portal other than this.
End-of-contract process
As part of every contract we hold, you will be assigned an account manager who will be your single point of access at Involve in relation to the contract. Your account manager will discuss with you contract renewal costs and benefits and in the unlikely event that you wish to cancel the contrat at the end of its current term, access will be restricted to the Attend Anywhere portal at the end of the final contracted day.

Using the service

Web browser interface
Yes
Supported browsers
  • Chrome
  • Safari 9+
Application to install
No
Designed for use on mobile devices
Yes
Differences between the mobile and desktop service
No material difference except that layout changes to suit the screen format
Service interface
Yes
Description of service interface
All service and administration is done via the management console web page. This is accessed by the designated administrator who can delegate access to other authorised users..
Accessibility standards
None or don’t know
Description of accessibility
A formal accessibility assessment has not been conducted on the most recent version of the management console. The console employs components that have accessibility support as outline in 9.2: Web content requirements.
Accessibility testing
NA
API
Yes
What users can and can't do using the API
Most configuration aspects of the Attend Anywhere Web Application can be accessed via the API.

Developers can enable their applications or integrations to access the API using credentials with the appropriate access levels to the target configuration. HTTPS REST calls with JSON payload are supported.

Web content managers can embed Javascript to add Telehealth Waiting Area Buttons
API documentation
Yes
API documentation formats
  • Open API (also known as Swagger)
  • HTML
API sandbox or test environment
Yes
Customisation available
Yes
Description of customisation
Service Administrators can customise many aspects of the service including branding, messaging provided to patients, support contacts, patient information, opening hours, service URL and post consult evaluations.

Scaling

Independence of resources
System resources are designed for horizontal scaling so that new servers are launched to handle increased load.

Systems resource utilization are constantly monitored to enable timely scaling.

Video Consultation media pathways are Peer to Peer and do not add load to central resources.

Analytics

Service usage metrics
Yes
Metrics types
Standard reports are available for system access and usage including: Number of users; Number of Consultations; Number of Meetings; Organisations Created; Waiting Areas Created; Activity Per User / meeting room / Waiting Area activity
Reporting types
  • API access
  • Real-time dashboards
  • Reports on request

Resellers

Supplier type
Reseller providing extra support
Organisation whose services are being resold
Attend Anywhere

Staff security

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

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
Complies with a recognised standard (for example CSA CCM version 3.0)
Penetration testing frequency
At least every 6 months
Penetration testing approach
In-house
Protecting data at rest
  • Physical access control, complying with SSAE-16 / ISAE 3402
  • Encryption of all physical media
Data sanitisation process
Yes
Data sanitisation type
Explicit overwriting of storage before reallocation
Equipment disposal approach
In-house destruction process

Data importing and exporting

Data export approach
Users assigned Administrator or Reporter roles for Waiting Areas and Organisational Units have access to standard reports in CSV format aggregated for all of their assigned entities, via the web application interface.
Data export formats
CSV
Data import formats
CSV

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

Guaranteed availability
The service availability is based on the aggregate SLAs of the service components from the underlying cloud hosting provider. This is 99.95%.

No refund scheme is currently in place.
Approach to resilience
The system is provided as a resilient, high availability service.
Underlying infrastructure is provided by accredited cloud providers, with redundant and resilient internet connections and local utilities.

The system is designed for continuity with resilience to both site and component failures.

Redundant sets of components are deployed into geographically-separated sites. These redundant components are configured for cross-communication, so that if a component fails in a given zone, its functions will be fulfilled by surviving components in another site.

The design is scaleable with additional component units able to be added for resiliency, and capacity.
Outage reporting
The following outage reporting methods are employed:
- Publicly accessible Service Status Dashboard
- API available for individual component status
- Email alerts to nominated Customer Contacts

Identity and authentication

User authentication needed
Yes
User authentication
Username or password
Access restrictions in management interfaces and support channels
Buyer administrators are granted Administrative privilege to their Organisational Units.

Day to day management of individual health provider access and usage is delegated appropriately to trained and responsible actors assigned to Organisation Unit, Group and Waiting Area Roles admin roles

Admin role is distinct from that of a service provider and has no access to clinical operations.

Admin roles do not have access to “add self” operations and must refer to a higher level administrator, or another administrator at the same level for their own role assignments.
Access restriction testing frequency
At least every 6 months
Management access authentication
  • 2-factor authentication
  • 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
UKAS Approved; Lloyds Register LRQA
ISO/IEC 27001 accreditation date
14th December 2019
What the ISO/IEC 27001 doesn’t cover
NA
ISO 28000:2007 certification
No
CSA STAR certification
No
PCI certification
No
Other security certifications
Yes
Any other security certifications
Cyber Essentials Plus

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
Complies with ISO27001 Information Security Management Standard

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
Involve confirms with ISO27001 ISMS.

The Attend Anywhere software and systems development lifecycle is mature with clear boundaries between phases and activities and individual assignment and accounting for activity at each phase.

QA Scope test case specification and execution are tracked and reported in functional and regression testing.

Continuous Integration, Continuous Delivery and Test automation is in place to ensure repeatable, consistent and robust deployment.

Role separation for QA signoff, authority to deploy and deployment execution.

All software development steps are tracked in an issue management system which incorporates approval gates and sign off of impact, risk and rollback steps.
Vulnerability management type
Supplier-defined controls
Vulnerability management approach
Infrastructure and application assurance, employs a suite of standard security testing tools

- Regular external-facing testing is performed to ensure infrastructure attack surface-area complies with the design and deployment specifications

- Server configuration and software versions are audited against currently-known vulnerabilities

Application server systems protection with:
- Automated system vulnerability assessment

- Virtual patching providing automatic update of protection modules for newly discovered vulnerabilities even before operating system or vendor patches are available.

- The application hosting environment is audited for any inadvertent misconfiguration

- Third-party-contracted testing is performed in concert with key stakeholders
Protective monitoring type
Supplier-defined controls
Protective monitoring approach
Web Application Firewall with comprehensive OWASP Top 10 coverage

On host intrusion protection and detection system:
Alerts are configured so that system administrators are informed when events occur which require immediate action or investigation. Major event alerts trigger delivery of email. Critical events trigger alert via AWS SNS with higher priority email and SMS to designated phones.

Daily Reports are delivered to System Administrators which cover:
• Summary of all System and Subsystems Events
• All Firewall Events
• All Integrity Monitoring Events
• All Log Inspection Events

Identified incidents are correlation with system wide log/events
Incident management type
Supplier-defined controls
Incident management approach
Responsible support staff are alerted to intrusion detection, component failures and above threshold metrics.

- A Service Desk is available for logging of incidents, with ticket confirmation via email to reported.

- Incident resolutions are logged and add to knowledge base for most effective future responses.

- Centralised Log collection and analysis allows rapid analysis of system errors or attack vectors and forensics.

- Post Incident Review will be conducted with root cause analysis reported to CTO.

- The CTO is responsible for Reporting and rectifying security weaknesses, instigating control improvements based on lessons learned

Secure development

Approach to secure software development best practice
Supplier-defined process

Public sector networks

Connection to public sector networks
No

Pricing

Price
£264 to £440 a user a year
Discount for educational organisations
No
Free trial available
Yes
Description of free trial
An on-line Waiting Area can be provided for 1 month (with basic orientation) for evaluation and testing purposes.
Support for more extensive pilots will be considered on a case-by-case basis.
Link to free trial
https://involve.vc/attend-anywhere/

Service documents

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