NEL Commissioning Support Unit

NELIE Analytics and Business Intelligence (BI) Platform

NELIE provides a platform for Analytics, Design and implementation services to help healthcare organisations use IT, organise commissioning functions and target improved outcomes, all within the context of constrained financial resources, evolving commissioning models and the introduction of accountable care systems. We help CCGs prepare for optimisation of cloud services.

Features

  • Integrated Health and Social Care data to support ICSs
  • Data Warehousing and reporting hosted in the Cloud including Mapping
  • Population Health Management - Infrastructure and Intelligence
  • Patient reidentification services
  • Quintuple Aim - Value, Patient and Carer Experience, Inqualities, Sustainable
  • NHS Long Term Plan support including Social Prescribing
  • Actuarial Type Analysis, Benchmarking, Health Evaluation and Data Modelling
  • Risk Stratifiaction and Segmentation algorithms
  • Data Science, Big Data processed in the Cloud
  • Interoperability, Data Sharing and linkage - FIHR / HL7 standards

Benefits

  • Unrivaled knowledge of health/social care data and underlying systems
  • Our pragmatic strategy and design solutions will focus on outcomes
  • Adaptive, flexible, customisable and agile solutions
  • Sound and robust investment cases
  • Delivery at pace with focus on benefits realisation
  • Building stakeholder support and commitment to change
  • A collaborative working style, building internal team working
  • Skills transfer enabling continuous improvement
  • Social value creation
  • Influence, scale and partnerships

Service scope

Service scope
Software add-on or extension No
Cloud deployment model Private cloud
Service constraints N/A
System requirements
  • IE9
  • 2Mbps internet connection

User support

User support
Email or online ticketing support Email or online ticketing
Support response times As a standard offering, first-line support will be provided between 8:30AM am to 5:30PM pm, Monday to Friday (excluding national holidays) via email and phone. Hours can be extended and customised to meet our customers’ requirements.

• Assignment of service requests and incidents to the appropriate team;
• Agreeing priorities for service requests and incidents with the designated team in line with customer business needs and priorities;
• Escalation of a ticket from incident to problem;
• Provide monthly reports;
• Liaising with second-line and third-line support teams;
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 No
Onsite support Yes, at extra cost
Support levels As a standard offering, first-line support will be provided between 8:30AM am to 5:30PM pm, Monday to Friday (excluding national holidays) via email and phone.  The core functions of support provided are listed below. These functions and the core support hours can be extended and customised to meet our customers’ requirements.

Ticket logging for all service requests and incidents relating to access and/or use of systems;

Ticket logging for all service requests and incidents relating to requests for data;

Ticket logging for all service requests and incidents relating to queries and ad-hoc requests;

Assignment of logged service requests and incidents to the appropriate team for resolution; and

Agreeing priorities for logged service requests and incidents with the designated team in line with customer business needs and priorities;

Escalation of a ticket from incident to problem - internal escalation process;

Provide monthly reports on the performance of the service;

Liaising with second-line and third-line support teams;

These functions and the core support hours can be extended and customised to meet our customers’ requirements.
Support available to third parties Yes

Onboarding and offboarding

Onboarding and offboarding
Getting started Customers are required to complete Data Processing Agreements allowing NEL to extract data on a legal basis. All new projects will also require a Data Privacy Impact Assessment (DPIA).

Following this, we will propose a roll out plan that includes registration, training modules and support for all customers locally or remotely. We also follow the Agile methodology to deploy new features as and when they become available.
Service documentation Yes
Documentation formats PDF
End-of-contract data extraction Agreed within the service Agreement, we will work with customers to define a service exit plan including delivery of a wholesale data export in an agreed format, typically presented as the original inbound source files.
End-of-contract process In the absence of a service renewal, Customers will be supported through an agreed exit plan. Source data sets will be packaged and shared with the customer, and accounts will be deactivated.

Using the service

Using the service
Web browser interface Yes
Supported browsers
  • 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 No
API No
Customisation available Yes
Description of customisation Optional modules of services
Customisable reporting options
SQL services as a platform provides flexibility to build own BI solutions

Scaling

Scaling
Independence of resources We build our solutions with scale in mind and ensure our infrastructure is scalable to suit our customers needs. We are able to flexibility adapt the storage and processing power of the underlying architecture, and regularly stress test our solutions to ensure they can cope with increased demand at peak periods.

Analytics

Analytics
Service usage metrics Yes
Metrics types We are able to offer service usage metrics related to our Sandpit and NELIE Portal modules. This includes but is not limited to measures for distinct user hits, total page hits and SQL instance capacity usage.
Reporting types Reports on request

Resellers

Resellers
Supplier type Reseller providing extra features and support
Organisation whose services are being resold Microsoft

Staff security

Staff security
Staff security clearance Other security clearance
Government security clearance None

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 Supplier-defined controls
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
Data sanitisation process Yes
Data sanitisation type Explicit overwriting of storage before reallocation
Equipment disposal approach A third-party destruction service

Data importing and exporting

Data importing and exporting
Data export approach Variable methods dependent upon the service module. Sandpit Data can be exported through SSMS, Excel and Access. NELIE Portal reports can be exported as PDF, Excel and Word files.
Data export formats
  • CSV
  • ODF
  • Other
Other data export formats
  • Excel
  • PDF
Data import formats
  • CSV
  • Other
Other data import formats
  • HL7
  • FIHR

Data-in-transit protection

Data-in-transit protection
Data protection between buyer and supplier networks
  • Private network or public sector network
  • Legacy SSL and TLS (under version 1.2)
Data protection within supplier network Legacy SSL and TLS (under version 1.2)

Availability and resilience

Availability and resilience
Guaranteed availability 98% availability guaranteed to service agreement.
Approach to resilience Variable by module. We provide replication services, and regular snapshot and transactional back-ups dependent upon the use case of the tool/data.
Outage reporting Service outages are reported through our dedicated helpdesk via Email and notifications within selected service modules.

Identity and authentication

Identity and authentication
User authentication needed Yes
User authentication
  • 2-factor authentication
  • Identity federation with existing provider (for example Google Apps)
  • Limited access network (for example PSN)
  • Dedicated link (for example VPN)
  • Username or password
Access restrictions in management interfaces and support channels Optional routes to authenticate used through provisioned Local Active Directory account, or Federated Active Directory.
Access restriction testing frequency At least once a year
Management access authentication
  • 2-factor authentication
  • Identity federation with existing provider (for example Google Apps)
  • Limited access network (for example PSN)
  • Dedicated link (for example VPN)
  • 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 Between 6 months and 12 months
Access to supplier activity audit information No audit information available
How long system logs are stored for At least 12 months

Standards and certifications

Standards and certifications
ISO/IEC 27001 certification No
ISO 28000:2007 certification No
CSA STAR certification No
PCI certification No
Other security certifications No

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 NHS Industry Standards, IG Toolkit, working in line with ISO/IEC 27001
Information security policies and processes Security Governance approach includes:
- IG Toolkit Level 2 compliance
- Information Security Management Plans, which are developed through practice-based experience
- ISO 27001 - aligned with the ISO 27001 internationally-recognised gold standard and information security standards

Operational security

Operational security
Configuration and change management standard Supplier-defined controls
Configuration and change management approach Requests for change are submitted to Change Control Board for review and approval prior to implementation.
Vulnerability management type Supplier-defined controls
Vulnerability management approach The system is regularly penetration tested for vulnerabilities in coding and security. It is fully protected by Microsoft Update Service and Sophos Threat Management.
Both these products are automated and fully managed. We subscribe to Microsoft TechNet Technical Security Bulletins and Sophos RSS Feeds for regular updates.
Protective monitoring type Supplier-defined controls
Protective monitoring approach We are proactively monitoring against known baselines using PRTG, Solarwinds. The baseline is regularly reviewed. Sophos identifies immediate firewall breaches. Any breaches or changes to the baseline are dealt with immediately, within business hours, by a dedicated team.
Incident management type Supplier-defined controls
Incident management approach Internally defined incident management policy aligns with NHS Industry Standards. Users report incidents via the Service Desk, either via telephone or email. Each incident is given a unique reference number and a priority, which defines the length of time allowed to resolve the incident. Incidents are analysed to look for common trends by reviewing the type of incidents logged and trying to identify root causes. We report each month to our customers on the number of incidents logged and our performance in terms of meeting the fix time.

Secure development

Secure development
Approach to secure software development best practice Conforms to a recognised standard, but self-assessed

Public sector networks

Public sector networks
Connection to public sector networks Yes
Connected networks
  • Public Services Network (PSN)
  • NHS Network (N3)
  • Health and Social Care Network (HSCN)

Pricing

Pricing
Price £25000 per unit
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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