Carnall Farrar Ltd

Demand and Capacity modelling tool

The Demand and Capacity modelling tool supports a strategic approach to managing community demand and capacity across a system. It enables system planning of workforce and bedded demand against capacity. This tool can be used by a single organisation or across a health and care system to enable strategic planning.


  • Secure cloud platform accessible by operational and management teams
  • Integrates data from all health and care settings on D&C
  • Produces a view of COVID and non-COVID demand
  • Incorporates current NHS England planning guidance and modelling
  • Tracks current D&C against plan
  • Captures and compares capacity plans across multiple providers
  • Predicts expected demand and occupancy for community care by specialty
  • Allows development and sharing of D&C plans across a system
  • Scenario planning for community services joined up to refreshable datasets


  • Assess, plan and track D&C
  • Understand community pathways at site, trust or system level
  • Understand demand for community care and social care
  • Allows for split by specialty, borough, hot/cold and clean/dirty sites
  • Identify pressure points and opportunities to transform pathway
  • Understand capability and capacity for transformation
  • Support community care and social care planning


£96417 to £127270 per licence per year

  • Free trial available

Service documents


G-Cloud 11

Service ID

9 5 1 3 0 6 2 2 5 7 3 4 0 0 3


Carnall Farrar Ltd

Joel Lever

0203 770 7536

Service scope

Software add-on or extension
Cloud deployment model
Public cloud
Service constraints
The service is available only over the web on PCs/tablets. Access is restricted to authorised users. No access is available to underlying data structures and patient-identifiable or row-level data. Planned maintenance and upgrades are undertaken overnight and at weekends.
System requirements
  • Modern web browser (Chrome 50+, Internet Explorer 10+, Microsoft Edge)
  • Mobile phone or e-mail for two-factor authentication
  • Sufficient data-sharing agreements in place
  • Consistently and timely provision of activity and capacity data

User support

Email or online ticketing support
Email or online ticketing
Support response times
Same day on weekdays (at a minimum)
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
Web chat
Web chat support availability
9 to 5 (UK time), 7 days a week
Web chat support accessibility standard
None or don’t know
How the web chat support is accessible
Accessible via a link on the web interface
Web chat accessibility testing
Onsite support
Onsite support
Support levels
Clients receive a detailed Welcome Pack which outlines the implementation process for the tool. An initial mobilisation discussion is set up with the client to set the scope and agree a detailed and customised implementation project plan. CF provide a training guide and three "train the trainer" sessions.

The following user support is available as a core analytical support package: data-hosting, processing, regular refresh, online chat support.

Data updates can be integrated from any participating system organisations (e.g. Acute, CCGs, Local Authorities, Mental Health, Community, Ambulance) on a weekly or monthly basis respectively.

In addition, clients can choose from one of three optional consultancy support packages:
• Bronze: Two weeks of initial consultancy support to build an example plan from the data based on best practice.
• Silver: Four to six weeks of consultancy support to understand the key drivers of demand, capacity and flow and align key stakeholders around strategic priorities to address
•Gold: As Silver, but with additional quarterly reviews over a year to agree priorities.
See the pricing document for more information.

Further bespoke support to customise analysis and outputs is priced according to the SFIA rate card provided.
Support available to third parties

Onboarding and offboarding

Getting started
We would work with users to confirm the objectives and expected outputs of the tool.

Data collection:
We will issue a data request to meet the specification and outputs agreed, and in parrallel work with the Information Governance team to ensure the correct IG arrangements are in place and are compliant with GDPR requirements. We would then work with information teams to get the data itself, beginning with historic data and then setting up forward data feeds.

Data loading and validation:
Once we have received all the data we would load it into the tool ready for validation. We would then work with local information teams to ensure that the initial outputs from the tool are inline with the data provided and ultimately agree the baseline ‘do nothing’ scenario.

Application of change levers:
Once the baseline has been agreed we would work with local teams to identify levers to impact future demand. Assumptions would be agreed and added into the tool to give a ‘do something’ scenario.

Embedding and socialising:
Lastly, we will introduce local teams to the tool, provide training materials, and advise on its integration into local processes and working practices.
Service documentation
Documentation formats
  • HTML
  • PDF
  • Other
Other documentation formats
PDF but also inbuilt documentation within the tool
End-of-contract data extraction
All user-generated content (e.g. demand and capacity plans and planning assumptions) can be extracted from the tool at any time while users have access. Additionally, at the end of the contract, Carnall Farrar can extract users’ data (a mix of JSON and flat CSV file formats), potentially for an additional fee depending on the scope of the request.
End-of-contract process
At the end of the contract and at the customer’s request, all data associated with the customer (historical health and social care activity and capacity data; user-generated system plans; user account details) will be deleted. This is included in the price of the contract. Additionally, data extracts may be provided but these may incur an additional fee.

Using the service

Web browser interface
Supported browsers
  • Internet Explorer 10
  • Internet Explorer 11
  • Chrome
Application to install
Designed for use on mobile devices
Service interface
Description of service interface
Interactive dashboard
Accessibility standards
None or don’t know
Description of accessibility
Accessibility testing
Customisation available
Description of customisation
Users can customise the forward planning element of the service by selecting alternative modelling approaches and assumptions.

The service can be customised to integrate relevant data sources which the system can provide in a consistent and timely manner.

Furthermore, Carnall Farrar continually seeks user input and feedback and maintains a forward roadmap of functionality upgrades.


Independence of resources
We have built our platform on the Amazon Web Services cloud platform, ensuring ‘burstable’ computing capacity to meet short-term peaks in user demand. We use advanced performance analytics software to track the running speed of user requests, database queries and complex computations and take corrective actions when more structural increases in our capacity are required.


Service usage metrics


Supplier type
Not a reseller

Staff security

Staff security clearance
Conforms to BS7858:2012
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
  • European Economic Area (EEA)
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 once a year
Penetration testing approach
Another external penetration testing organisation
Protecting data at rest
  • Physical access control, complying with CSA CCM v3.0
  • 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
All dashboard views within the tool have a built-in export feature which generates a CSV file containing the data being viewed for download to the user’s computer.

Additionally, demand, capacity and flow plans generated by the user can be exported in their entirety to CSV format, covering all relevant planning metrics over both the selected historical and forward-facing time periods.
Data export formats
Data import formats

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
We anticipate that the service will be routinely available between 9am-5pm. Service upgrades may take place outside of these hours; clients would be notified within 72 hours of the event.

Availability cannot be guaranteed in circumstances where the quality data provided is poor or if the client fails to provide data according to the agreed implementation plan.
Approach to resilience
The data centres we use are built to physical, environmental, and security standards in an active-active configuration, employing an n+1 redundancy model, ensuring system availability in the event of component failure. Components (N) have at least one independent backup component. All data centres are online and serving traffic. In case of failure, there is sufficient capacity to enable traffic to be load-balanced to remaining sites within the EEA.
Outage reporting
The status of the service is monitored by our product team. Any outages are reported by e-mail to all registered users of the service. Planned outages are indicated in advance with a start and end period. Unplanned outages are reported with expected resolution times.

Identity and authentication

User authentication needed
User authentication
  • 2-factor authentication
  • Username or password
Access restrictions in management interfaces and support channels
Management interfaces are restricted to authorised users only, as nominated by the customer. Authorisation is provided manually by Carnall Farrar staff for security purposes. Support channels are restricted to authorised users with an active account.
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 contact the support team to get audit information
How long user audit data is stored for
Access to supplier activity audit information
Users contact the support team to get audit information
How long supplier audit data is stored for
How long system logs are stored for

Standards and certifications

ISO/IEC 27001 certification
ISO 28000:2007 certification
CSA STAR certification
PCI certification
Other security certifications
Any other security certifications
  • Completed the NHS Information Governance toolkit assessment to level 2
  • Cyber Essentials certification

Security governance

Named board-level person responsible for service security
Security governance certified
Security governance standards
ISO/IEC 27001
Information security policies and processes
In accordance with ISO 27001 we have an Information Security Management system (ISMS) that sets out the overall approach to information security and the processes we follow, encompassing the information security policy. There is a regular ISMS review meeting that reviews the functioning of the ISMS, and progress against actions arising from internal audit and external ISO assurance visits. An annual review of the ISMS itself ensures its continuing suitability and correct implementation.
Annual internal audit is used to ensure policies are being followed and identify any remedial actions required.
To support the effective delivery of information security, we train all staff on induction, and as part of annual Information Governance refresher training. This approach delivers against our Information Security policy.

Data security protocols are agreed with the client at mobilisation, including the escalation pathway should any contraventions of data security be identified. We record and risk assess all data breaches and have a systematic process for breach management:
1. Assess the impact of the breach and notify client lead and internally
2. Agree an action plan with the client, including communicating to anyone affected
Ensure future risks are mitigated via improved controls, e.g. further staff training and education.

Operational security

Configuration and change management standard
Supplier-defined controls
Configuration and change management approach
Changes to the service are tracked by industry-standard version control systems. All proposed changes to the service are tested rigorously in a development ‘sandbox’ for functionality, security and usability. When changes have passed testing, they are made active on the service and logged in the user-accessible ‘News’ section of the tool home page. Significant changes are also tested with a sample of customers and are announced by e-mail ahead of activation.
Vulnerability management type
Supplier-defined controls
Vulnerability management approach
Our cloud hosting provider performs vulnerability scans on the host operating system, web applications, and databases supporting the service. Approved third party vendors conduct external assessments at least quarterly. Identified vulnerabilities are monitored and evaluated. Countermeasures are designed and implemented to neutralise known/newly identified vulnerabilities.

Our cloud hosting provider monitors newsfeeds/vendor sites for patches and receives customer intelligence via a reporting portal.

Additionally, we undertake regular penetration testing and unit testing to identify any hidden vulnerabilities. Any patches required to the service can be deployed within hours or days depending on the severity of the vulnerability.
Protective monitoring type
Supplier-defined controls
Protective monitoring approach
We and our cloud hosting provider deploy monitoring devices to collect information on unauthorised intrusion attempts, usage abuse, and network/application bandwidth usage. Devices monitor:

• Port scanning attacks
• Usage (CPU, processes, disk utilization, swap rates, software-error generated losses)
• Application metrics
• Unauthorised connection attempts

Near real-time alerts flag potential compromise incidents to staff for immediate response if necessary.
Incident management type
Supplier-defined controls
Incident management approach
At the outset of a project, data security protocols are agreed with the client, including an agreed escalation pathway should any contraventions of data security be identified. We maintain a full log and risk assessment of any data breaches. Our systematic process for breach management:
1. Assess impact and notify the accountable partner, client lead and director of Information Governance
2. Agree action plan with client, including communicating to those affected and ensuring damage is contained, implemented at our cost
3. Correct problem that led to breach
4. Ensure future risks are mitigated via improved controls, e.g. further staff training

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


£96417 to £127270 per licence per year
Discount for educational organisations
Free trial available
Description of free trial
Due to the nature of the product we cannot provide an online free trial service. However, we can provide a demonstration of the product if requested.

Service documents

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