IEG4 Limited

CHC2DST - Digital Transformation of Continuing Healthcare Assessments

CHC2DST allows digital entry of e-Checklists, e-Assessments and e-DSTs mirroring national standards. Workflow automation accelerates communications and eligibility decisions across standard and Fast Track CHC processes. Eliminating paper improves case transparency and facilitates faster, better-documented decisions. Digital CHC reduces administration efforts and improves customer service, increases focus and reduces complaints/appeals.

Features

  • NHS Proven Digital solution accelerates project definition and benefits achievement
  • One solution supports collaborative working across multiple CCGs – consolidation
  • Single access point for e-Checklists improves assessment control and transparency
  • Helps quickly determine Full Assessment eligibility and eliminates unnecessary work
  • Improves individual and team case focus. Improves CHC customer service
  • Helps identify poor quality referrals, improve training and apply ‘CHC-policy’.
  • Provides secure, instant communications across all process stakeholders
  • Support for virtual MDTs reduces costs and drives-up productivity
  • Automated collection of data reduces admin effort and identifies improvement-areas
  • NHS Digital Assessors reviewed for Clinical, Security and Regulatory conformance

Benefits

  • CCG/Process impact rigorously evaluated by National Innovation Accelerator
  • CCGs can save 13 hours per referral and re-deploy elsewhere
  • Included in NHS CHC SIP Continuing Healthcare Improvement Case Study
  • QIPP savings of £3.4million achieved FY17/18 by Cheshire CCGs
  • QIPP savings of £5.3m forecast FY2018/19 by Cheshire CCGs
  • 52% reduction in average wait days within a year
  • 90% reduction in cases waiting over 28 days
  • Improves performance in relation to Quality Premia for Continuing Healthcare
  • 26% improvement in referrals processed within 28 Day Standard (87%)
  • Supports DST completion outside of an Acute setting

Pricing

£0.28 per person per year

Service documents

G-Cloud 11

996262540576475

IEG4 Limited

Paul Tomlinson

+44 1625 584850

Paul.Tomlinson@ieg4.com

Service scope

Service scope
Software add-on or extension No
Cloud deployment model Public cloud
Service constraints None.
System requirements Access to the internet via a modern browser

User support

User support
Email or online ticketing support Email or online ticketing
Support response times Service desk Monday To Friday 09:00 to 17:30 (excluding bank holidays)

Three defined sub-sets of Fault:-
“Category A” a Fault which makes the Software unusable; and
“Category B” a Fault which has a material effect upon the functionality, accuracy or performance of any function of the Software ; and
“Category C” a minor or cosmetic Fault

Category A - target response time 2 hours; target resolution 24 hours; and
Category B - target response time 4 hours; target resolution 48 hours; and
Category C - target response time 4 hours; target resolution 7 days.
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 Standard help-desk hours are Mon-Fri 9 - 5 excl. UK Public Holidays. There are three defined sub-sets of fault:- “Category A” - a fault which makes the Software unusable. Target response time two hours; target resolution 24 hours “Category B” - a Fault which has a material effect upon the functionality, accuracy or performance of any function of the Software upon which Customer relies. Target response time of four hours; target resolution 48 hours. “Category C” - a minor or cosmetic Fault. Target response time four hours; target resolution seven days.

Support is include in the annual cost.

We do not provide a technical account manager or cloud support engineer.
Support available to third parties Yes

Onboarding and offboarding

Onboarding and offboarding
Getting started Online training, user documentation and telephone support will be used.
Service documentation No
End-of-contract data extraction JSON extracts of all data provided.
End-of-contract process JSON extracts of all date provided at no additional cost.

Using the service

Using the service
Web browser interface Yes
Supported browsers
  • Microsoft Edge
  • Firefox
  • Chrome
  • Safari 9+
  • Opera
Application to install No
Designed for use on mobile devices Yes
Differences between the mobile and desktop service None
API Yes
What users can and can't do using the API Push API at the end of workflow to ‘send’ data to external systems
API documentation Yes
API documentation formats Open API (also known as Swagger)
API sandbox or test environment No
Customisation available No

Scaling

Scaling
Independence of resources Azure provides the isolation between our infrastructure and other azure users. Within our azure infrastructure each of our customers database has its own guaranteed performance level via the service quota inbuilt into Azure.

The same applies to web sites, where customers share a website we monitor the usage and can scale up/out as demand increases. Users with bigger demands are placed on their own dedicated server.

Analytics

Analytics
Service usage metrics Yes
Metrics types Usage statistics (review)
Reporting types Reports on request

Resellers

Resellers
Supplier type Not a reseller

Staff security

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

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 Yes
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 Yes
Data sanitisation type
  • Explicit overwriting of storage before reallocation
  • Deleted data can’t be directly accessed
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 importing and exporting
Data export approach Off boarding data is supplied in JSON.
Data export formats
  • CSV
  • Other
Other data export formats
  • XML
  • JSON
Data import formats Other
Other data import formats XML constructed by citizen form input

Data-in-transit protection

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 Other
Other protection within supplier network Microsoft Azure includes a robust networking infrastructure to support application and service connectivity requirements. Network connectivity is possible between resources located in Azure, between on-premises and Azure hosted resources and, to and from the Internet and Azure.

Availability and resilience

Availability and resilience
Guaranteed availability Availability Percentage for the relevant Service of 99.5% in each whole Month.
Approach to resilience Services provided against SLA, hosted in Microsoft Azure which has certification to store and process UK OFFICIAL government data.

A process for the development and maintenance of a Services Continuity Management (SCM) is in place for the Azure environment. The process contains a strategy for the recovery of Azure assets and the resumption of key Azure business processes. The continuity solution reflects security, compliance and privacy requirements of the service production environment at the alternate site
Outage reporting Email alerts sent to managed help desk in IEG4

Identity and authentication

Identity and authentication
User authentication needed Yes
User authentication Username or password
Access restrictions in management interfaces and support channels Functionality within applications is restricted by user groups. A users username and password has one or more associated groups which limits their functionality access.
Access restriction testing frequency Less than once a year
Management access authentication Username or password

Audit information for users

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

Standards and certifications
ISO/IEC 27001 certification Yes
Who accredited the ISO/IEC 27001 BSI
ISO/IEC 27001 accreditation date 21/07/2015
What the ISO/IEC 27001 doesn’t cover Services outwith Microsoft data centres.
ISO 28000:2007 certification No
CSA STAR certification Yes
CSA STAR accreditation date 29/09/2016
CSA STAR certification level Level 3: CSA STAR Certification
What the CSA STAR doesn’t cover Services outwith Azure datacentres.
PCI certification No
Other security certifications No

Security governance

Security governance
Named board-level person responsible for service security Yes
Security governance certified No
Security governance approach A clearly identified, and named, representative who is responsible for the security of the cloud service. Access to cloud service is limited by role and necessary requirements to provide the service.

IEG4 is compliant with the NHS Information Governance Toolkit requirements of a Third Party Supplier
Information security policies and processes Access to cloud services is restricted by role and controlled by our development director, who has direct escalation procedures to the Managing Director.

For the NHS solutions, IEG4 complies with the IG Toolkit requirements with written policies and responsible people identified for such management.

Operational security

Operational security
Configuration and change management standard Supplier-defined controls
Configuration and change management approach We have release and source control process's to manage cloud service provision and change management.
Vulnerability management type Conforms to a recognised standard, for example CSA CCM v3.0 or SSAE-16 / ISAE 3402
Vulnerability management approach Microsoft Antimalware for Azure cloud services is a real-time protection capability that helps identify and remove viruses, spyware, and other malicious software.

Distributed denial-of-service defences. To protect its cloud services, Microsoft provides a distributed denial-of-service (DDoS) defence system that is part of the Azure continuous monitoring and penetration-testing processes. Azure uses standard detection and mitigation techniques such as SYN cookies, rate limiting, and connection limits to protect against DDoS attacks
Protective monitoring type Supplier-defined controls
Protective monitoring approach Relevant sources of information relating to threat, vulnerability and exploitation are monitored. Microsoft’s Security Response Center (MSRC) regularly monitors external security vulnerability awareness sites. As part of the routine vulnerability management process, Microsoft evaluates our exposure to these vulnerabilities and leads action across Microsoft to mitigate risks when necessary.
This is in compliance with ISO 27001. “Control of technical vulnerabilities” is covered under the ISO 27001 standards, specifically addressed in Annex A, domain 12.6.
Incident management type Supplier-defined controls
Incident management approach Microsoft has developed robust processes to facilitate a coordinated response to incidents if one was to occur and contractual obligations in the Data Processing Agreement require Microsoft to notify customers promptly in the event of a breach affecting their data. The process is validated through the ISO 27001 audit provisions provided by the service.

Security incidents may include, but, are not limited to: e-mail viruses, malware, worms, denial of service attacks, unauthorised access, and any other type of unauthorised, or unlawful activity involving Microsoft computer networks or data processing equipment.

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

Pricing

Pricing
Price £0.28 per person per year
Discount for educational organisations No
Free trial available No

Service documents

pdf document: Pricing document pdf document: Terms and conditions
Service documents
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