The Access Group

Access People Planner (Residential)

Access People Planner cloud-based residential care management allows over 2,300 registered care homes to deliver an efficient, compliant and quality service. Including worker/resident management, T&A, powerful rostering, payroll and billing, monitoring and self-service, it is an easy-to-use, scaleable and powerful part of the Access Care Business Suite for outstanding care.


  • Web Based solution
  • Simple and intuitive interface
  • Set individual, department and customer group
  • Compatible with Excel to retrieve, manipulate and reinstate data
  • Works with Big Data sets
  • Extract data to CSV files
  • Compatible to multiple accounts packages
  • SMS messages and alerts
  • Can be configured to be used centrally or de-centrally
  • SAAS – Software as a Service


  • Improve operational efficiency and save money
  • Fast and strong user adoption
  • Improve evidential based decision making
  • Easily connect, compile, visualise and analyse relevant and tailored data
  • User-friendly: Wizards to guide data entry
  • Mobile and tablet ready to provide information on the move
  • Saves time and improves efficiency
  • Reduce burden on IT to produce reports and re-configure systems
  • React and identify early opportunities for efficiency and savings
  • Single solution for all Business Intelligence requirements


£3.00 to £24 per unit per month

Service documents


G-Cloud 11

Service ID

8 3 6 8 1 2 1 9 8 9 2 8 3 7 3


The Access Group

Richard Gyles


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
Access aCloud Recruit
Access Select HR
Access SelectPay
Access aCloud Financials
Access aCloud Payroll
Access Insight
Access Care Planning
Access Care Compliance
Cloud deployment model
Public cloud
Service constraints
Planned Maintenance is after 22:00
System requirements
Internet access via support browsers (HTML5 enabled)

User support

Email or online ticketing support
Email or online ticketing
Support response times
Access has developed a range of support plans. Our online Knowledge base and Community service plans are available to all our clients. We have made significant investment in our client support tools. The Success portal provides around the clock access to log incidents, browse articles and videos to find solutions. Our Support teams are available M-F 9-5 ( or 8-6 on Standard/Premium) On these plans P1 cases are responded to in 1 hour. Please refer to Access for further details
User can manage status and priority of support tickets
Online ticketing support accessibility
None or don’t know
Phone support
Phone support availability
9 to 5 (UK time), Monday to Friday
Web chat support
Onsite support
Yes, at extra cost
Support levels
Response time
Target resolution time
Priority 1
The entire Access Product service is "down" and inaccessible.
Complete failure of Access Product Telephone Based Electronic Monitoring Service (where applicable).
This does not include local Customer issues for example, but not limited to Customer infrastructure or internet connectivity issues.
Priority 1 incidents shall be reported by telephone only when outside Normal Business Hours.
Within two hours during Extended Business Hours.
Within four hours during Extended Business Hours. Continuous effort after initial response and with Customer co-operation.
Priority 2
Operation of Access Product is severely degraded, or major components of Access Product are not operational and work cannot reasonably continue.

Within 4 hours during Normal Business Hours.
Within two Business Days after initial response.
Priority 3
Certain non-essential features of Access Product are impaired while most major components of Access Product remain functional.

Within 12 hours during Normal Business Hours.

Within seven Business Days after initial response.
Priority 4
Errors that are non disabling or cosmetic and clearly have little or no impact on the normal operation of Access Product.
Within 24 hours during Normal Business Hours.
Next release of Access Product.
Support available to third parties

Onboarding and offboarding

Getting started
Access People Planner provides a number of different types of deployment plans, including on-site training and configuration, Web based training programs, on-line video and electronic documentation.
Service documentation
Documentation formats
End-of-contract data extraction
The client is passed their data upon request, subject to standard T's & C's.
End-of-contract process
At the end of the contract the client is given 30 days to migrate any data before it is erased from all servers.

Using the service

Web browser interface
Supported browsers
  • Internet Explorer 11
  • Microsoft Edge
  • Chrome
Application to install
Compatible operating systems
  • Android
  • IOS
  • MacOS
  • Windows
  • Windows Phone
Designed for use on mobile devices
Differences between the mobile and desktop service
The Mobile application is designed to provide key information in the field, both on & off line.
Service interface
What users can and can't do using the API
Access People Planner provides an API over a number of key entities, including Employee, service user, location data etc.

The API end points provide CRUD functions.
API documentation
API documentation formats
Open API (also known as Swagger)
API sandbox or test environment
Customisation available
Description of customisation
Access People Planner provides an number of extra mile field which can be configured by our consultants or the client.


Independence of resources
Access People Planner hosted servers are monitored and load balanced ensuring that the service can expand sufficiently if required. In addition to this we use automated monitoring tools to alert us when demands on resource meet or exceed certain thresholds (CPU, RAM, I/O, disk usage etc). The infrastructure is sized to deliver comfortable capacity for even our peak service periods, day-today usage currently runs at 1/3 total capacity.


Service usage metrics
Metrics types
This data is recorded and tracked, subject to a scoping process.
Reporting types
  • API access
  • Real-time dashboards
  • Reports on request


Supplier type
Not a reseller

Staff security

Staff security clearance
Other security clearance
Government security clearance
Up to Baseline Personnel Security Standard (BPSS)

Asset protection

Knowledge of data storage and processing locations
Data storage and processing locations
United Kingdom
User control over data storage and processing locations
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
‘IT Health Check’ performed by a Tigerscheme qualified provider or a CREST-approved service provider
Protecting data at rest
  • Physical access control, complying with another standard
  • Encryption of all physical media
Data sanitisation process
Data sanitisation type
Explicit overwriting of storage before reallocation
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 export approach
Access People Planner is able to export data into .CSV or .XLS format
Data export formats
  • CSV
  • Other
Other data export formats
Data import formats
  • CSV
  • Other
Other data import formats

Data-in-transit protection

Data protection between buyer and supplier networks
  • TLS (version 1.2 or above)
  • IPsec or TLS VPN gateway
Data protection within supplier network
  • TLS (version 1.2 or above)
  • IPsec or TLS VPN gateway

Availability and resilience

Guaranteed availability
We will use commercially reasonable efforts to make the SaaS available 24 hours a day, seven days a week, except for unavailability during emergency or routine maintenance. Our monthly availability has not dropped below 99.8% in any 4 week period in the last 12 months.
Approach to resilience
Access People Planner is an n-tier, redundant load-balanced, clustered application across multiple data centres in the UK with the ability for full failover.
Outage reporting
Users can subscribe to email alerts giving updates on scheduled maintenance and outages.

Identity and authentication

User authentication needed
User authentication
Username or password
Access restrictions in management interfaces and support channels
We opperate a roll based access control, based on the last least privileged access, this applies to all our services.
Access restriction testing frequency
At least every 6 months
Management access authentication
Username or password

Audit information for users

Access to user activity audit information
Users have access to real-time 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
Who accredited the ISO/IEC 27001
ISO/IEC 27001 accreditation date
What the ISO/IEC 27001 doesn’t cover
Nothing is excluded from the standard
ISO 28000:2007 certification
CSA STAR certification
PCI certification
Other security certifications

Security governance

Named board-level person responsible for service security
Security governance certified
Security governance standards
ISO/IEC 27001
Information security policies and processes
All controls included within Annex A of the ISO27001:2013 standard. Statement Of Applicability (SOA) available on request.

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
All change management is undertaken in line with ISO27001:2013 using JIRA for audit purposes.
Vulnerability management type
Conforms to a recognised standard, for example CSA CCM v3.0 or SSAE-16 / ISAE 3402
Vulnerability management approach
Patched and audited by our patch management system. All non-critical OS patches are applied within one calendar month of release, first into pre-production and then into production, as part of the scheduled maintenance window. AV Updates - Signatures are updated hourly. / Rules are reviewed at minimum every 3 months. Logs are reviewed at minimum every 3 months. Access staff responsible for the maintenance of our hosting services subscribe to industry newsletters, belong to various security forums and we additionally receive notifications from our vendors.
Protective monitoring type
Conforms to a recognised standard, for example CSA CCM v3.0 or SSAE-16 / ISAE 3402
Protective monitoring approach
We have traffic monitoring and content based alerting which alerts on changes to the site and/or traffic flows implemented at infrastructure and application level. We proactively monitor third party suppliers (hardware, OS, application/web and database server software) vulnerability reporting and security fix availability. Any vulnerabilities found and fixes provided by third party suppliers are patched by our infrastructure team in a timescale appropriate for their level of severity. Any penetration test findings are fixed by Development in a timescale appropriate for their level of severity. Our infrastructure response is within 1 hour in the SLA period 8am-8pm Monday – Friday.
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
We operate a robust incident management process in line with ISO27001:2013 Staff are encouraged to report all incidents using a pre-defined process using a form available on our Company Collaborate site Incident reports will be provided following forensics and closure

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

Connection to public sector networks


£3.00 to £24 per unit per month
Discount for educational organisations
Free trial available

Service documents

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