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

Framework

G-Cloud 11

Service ID

9 9 6 2 6 2 5 4 0 5 7 6 4 7 5

Contact

IEG4 Limited

Paul Tomlinson

+44 1625 584850

Paul.Tomlinson@ieg4.com

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

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

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

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
Service interface
No
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

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

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

Resellers

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
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 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 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

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

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

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
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

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

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

Approach to secure software development best practice
Supplier-defined process

Public sector networks

Connection to public sector networks
No

Pricing

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

Service documents

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