CROSS DIGITAL LTD

Elate

Elate is a cloud-hosted SaaS platform supporting the delivery and management of domiciliary and community-based social care services.

It enables care providers and commissioners to manage digital care plans, coordinate staff rotas and visits, and complete core administrative tasks within a single system.

Features

• Digital care needs assessments and support plans, real-time updates
• Centralised care records, tasks, goals and notes, role-based access
• Rota and shift scheduling with recurring patterns and mobile view
• Visit scheduling and staff allocation for care delivery workflows
• eMAR medication recording with missed dose and issue flagging
• Incident, safeguarding logs with timestamps and reporting
• Billing and report preparation from logged hours and activities
• Browser-based multi-tenant SaaS, centrally hosted and supplier-managed
• Support via portal, email, phone, chat and knowledge base
• Care worker check-in and check-out time capture

Benefits

• Reduce administration by centralising care management tasks and records
• Improve oversight with real-time visibility of plans, rotas, incidents
• Support consistent care delivery through structured digital care plans
• Reduce rota coordination effort with recurring schedules and mobile access
• Reduce medication recording errors by replacing paper MAR sheets
• Strengthen compliance readiness with searchable logs and inspection reports
• Improve accountability with clear timestamps and auditable activity history
• Speed up invoicing and payroll preparation using automated time data
• Enable remote access for authorised staff across locations and devices
• Simplify onboarding with intuitive workflows and self-serve support resources

• Free trial available

Service documents

• Pricing document

  PDF

• Service definition document

  PDF

• Terms and conditions

  PDF

Request an accessible format

If you use assistive technology (such as a screen reader) and need versions of these documents in a more accessible format, email the supplier at info@cross-digital.co.uk. Tell them what format you need. It will help if you say what assistive technology you use.

Framework

G-Cloud 15

Service ID

470393004483128

Contact

Caleb Adamu
07939805218
info@cross-digital.co.uk

About your service

• Service categories:

  Applications

  Production and operations

  Service industry and public sector operations

  • Healthcare
  • Adult Social Care
  • Children's Social Care
• Multi cloud support: No

Service scope

• Software add-on or extension: No
• Cloud deployment model: Public cloud
• Service constraints: Elate is a browser-based service and requires a supported modern web browser. Planned maintenance is carried out outside standard UK business hours wherever possible, with advance notice provided to customers. Unplanned maintenance may occasionally be required to address security or stability issues. Service availability is dependent on internet connectivity. Some advanced configuration and reporting functions are available only to authorised administrative users.
• System requirements:
  • Modern web browser (Chrome, Edge, Firefox, Safari)
  • Internet connection suitable for browser-based applications
  • JavaScript and cookies enabled in the browser
  • User login credentials provided by the service

User support

• Email or online ticketing support: Yes
• Support response times: During UK business hours (9am–5pm, Monday to Friday, excluding public holidays), initial responses are typically provided within one business day. ; Requests are triaged and prioritised based on impact and urgency. Outside business hours, requests can still be submitted and will be reviewed on the next working day. Service updates and planned maintenance communications may be shared via email where appropriate.
• User can manage status and priority of support tickets: Yes
• Online ticketing support accessibility: WCAG 2.2 A
• Phone support: Yes
• Phone support availability: 9 to 5 (UK time), Monday to Friday
• Web chat support: Yes
• Web chat support availability: 9 to 5 (UK time), Monday to Friday
• Web chat support accessibility standard: WCAG 2.2 AA
• Web chat accessibility testing: Web chat support is delivered via a browser-based interface designed to align with accessible design principles. The chat interface supports keyboard navigation, readable contrast, and screen reader compatibility. Internal testing has been carried out using browser accessibility tools and keyboard-only navigation to identify usability issues. Where accessibility limitations are identified within the chat interface, these are logged and addressed through configuration or alternative support channels. Users are also able to switch to email or phone support if web chat does not meet their accessibility needs.
• Onsite support: Yes, at extra cost
• Support levels: Elate provides a standard support service included within the subscription price.; ; Standard support is delivered remotely and includes access to email, online ticketing and web chat support during UK business hours (9am–5pm, Monday to Friday, excluding public holidays). Support requests are logged via the customer portal or email and managed through a ticketing system, with issues prioritised based on severity and operational impact.; ; Enhanced support options may be made available at additional cost by agreement. These can include extended support hours, priority handling and scheduled check-ins. Any enhanced support arrangements and associated pricing are agreed in advance and documented in the order form.; ; Elate does not provide a dedicated technical account manager as standard. During onboarding, implementation or significant change activity, customers may be supported by a named delivery or support contact. Ongoing technical support is provided by trained support staff and platform engineers familiar with the Elate service and its hosting environment.; ; Support arrangements are defined in the service description and agreed at call-off.
• Support available to third parties: No
• AI chatbot: No

Onboarding and offboarding

• Getting started: Elate provides structured onboarding to help organisations start using the service efficiently and safely.; ; Onboarding typically includes remote and onsite training, depending on buyer requirements. Onsite, multi-day training can be provided for managers, administrators, and frontline staff, focusing on role-specific workflows such as care planning, scheduling, record keeping, and system administration.; ; Administrators are supported with system configuration, user setup, and permissions management through the secure administrative interface. Training for administrators covers configuration, reporting, and ongoing system management.; ; Online training sessions are also available, alongside access to written user documentation and a maintained knowledge base provided through Confluence. Documentation covers system navigation, key workflows, and administrative tasks.; ; Email and ticketed support is available throughout onboarding to answer questions and resolve issues. No software installation is required, as Elate is accessed via a web browser.; ; Onboarding supports standard product functionality only. Requests outside the available configuration are reviewed separately and are not required to begin using the service.
• Service documentation: Yes
• Documentation formats: HTML
• End-of-contract data extraction: At the end of the contract, customers can request a full export of their data from Elate. Data is extracted securely by Elate and provided to the customer in commonly used, open formats (for example CSV and PDF), covering core operational and care records such as service user data, care plans, visit records, notes, incidents, and reports.; ; Data extraction is performed in line with agreed off-boarding procedures, data protection requirements, and information governance standards, including DCB0129. Exports are transferred securely using agreed methods and within agreed timescales.; ; Elate supports customers during the off-boarding process to clarify data scope, formats, and any validation requirements. Once data extraction is complete and confirmed, customer data is securely retained or deleted in accordance with contractual terms and applicable data retention policies.
• End-of-contract process: At the end of the contract, customers retain access to Elate for an agreed notice period to support transition and data extraction. During this period, authorised users can extract their data using standard export functionality or by requesting supported data extracts from Elate.; ; Data extraction support, including provision of data in commonly used formats, is included within the contract price where requested during the standard notice period. Reasonable assistance is provided to enable customers to transition to an alternative solution in line with contractual terms and information governance requirements.; ; Following confirmation that data extraction has been completed, user access is disabled and the service instance is scheduled for decommissioning. Customer data is securely retained for a defined period in accordance with contractual terms, regulatory requirements, and Elate’s data retention policy, after which it is securely deleted.; ; Any additional services requested outside the standard contract scope, such as extended access periods, bespoke data transformation, or accelerated extraction timelines, may be subject to additional cost and are agreed in advance.; ; Elate follows documented offboarding procedures aligned with NHS and public sector information governance expectations, including DCB0129 compliance where applicable.
• Documentation accessibility standard: None or don’t know
• How the documentation is accessible: Onboarding and offboarding documentation is provided through an online knowledge base accessible via secure user login. Documentation is published as web-based articles using standard HTML and can be accessed through modern web browsers on desktop and mobile devices.; ; Content is structured using clear headings, consistent navigation, and searchable articles to support ease of use. Documentation can be accessed alongside user support channels, allowing users to request clarification or assistance where required.; ; Where alternative formats or additional support are needed, users can contact support to receive guidance during onboarding or offboarding activities.

Using the service

• Web browser interface: Yes
• Supported browsers:
  • Microsoft Edge
  • Firefox
  • Chrome
  • Safari
  • Opera
• Application to install: No
• Designed for use on mobile devices: Yes
• Differences between the mobile and desktop service: Elate is delivered as a responsive, browser-based service accessible on desktop and mobile devices. The mobile interface is optimised for smaller screens and touch interaction, supporting day-to-day operational tasks such as viewing schedules, accessing care plans, recording notes, and completing visit-related activities. The desktop interface provides the full feature set, including configuration, reporting, administration, and system management. Both interfaces use the same underlying service, security controls, and data, with role-based access determining available functionality.
• Service interface: Yes
• User support accessibility: WCAG 2.2 A
• Description of service interface: Elate is accessed through a secure, browser-based user interface available on desktop and mobile devices. Users interact with the service through role-based dashboards providing access to care plans, rotas, tasks, incident records, and administrative functions relevant to their role. The interface is designed for non-technical users, using structured forms, guided workflows, and searchable records. Layout and navigation adapt to screen size for mobile use. All interactions take place within authenticated user accounts.
• Accessibility standards: WCAG 2.2 A
• Accessibility testing: Accessibility has been considered throughout the design and development of the Elate user interface. The service follows accessible design principles, including semantic HTML, keyboard navigation support, clear labelling, and appropriate colour contrast. Accessibility is reviewed as part of ongoing development and internal testing to support users who rely on assistive technologies.
• API: No
• Customisation available: Yes
• Description of customisation: Buyers can configure limited service settings within Elate using the administrative interface. Configuration is restricted to options available in the product (for example, user roles and permissions and other organisation settings where enabled). Only authorised administrators can make configuration changes.; ; Requests for enhancements beyond the available configuration are reviewed for inclusion in the standard product roadmap. Elate does not provide customer-specific bespoke code.

Scaling

• Independence of resources: Elate is delivered as a multi-tenant, cloud-hosted service designed to scale dynamically in line with user demand. Logical separation of customer data, role-based access controls, and workload isolation ensure one customer’s activity does not adversely affect others.; ; The platform automatically adjusts available processing capacity based on usage levels, maintaining consistent performance during peak demand. Data storage and search components are designed for horizontal scaling and resilience, supporting high volumes of concurrent activity.; ; System performance, capacity, and availability are continuously monitored. Safeguards such as rate limiting and capacity thresholds are applied where necessary to protect overall service stability.

Analytics

• Service usage metrics: Yes
• Metrics types: Elate provides service usage and operational metrics through configurable reports and data exports. Metrics focus on care delivery and visit activity, including visit duration and timestamps, check-in and check-out data, notes recorded during visits, support packages delivered, and associated expenses and mileage. These metrics support operational oversight, care monitoring, and reporting requirements. Reports can be generated for defined time periods and organisational scopes by authorised users.
• Reporting types: Reports on request
• Resource tagging: No
• FOCUS resource tagging: No

Resellers

• Supplier type: Not a reseller

Staff security

• Staff security clearance: Conforms to BS7858:2019
• Government security clearance: Baseline Personnel Security Standard (BPSS)

Asset protection

• Knowledge of data storage and processing locations: Yes
• Data storage and processing locations:
  • United Kingdom
  • European Economic Area (EEA)
• User control over data storage and processing locations: No
• Datacentre security standards: Managed by a third party
• Penetration testing frequency: Less than once a year
• Penetration testing approach: Another external penetration testing organisation
• Protecting data at rest:
  • Physical access control, complying with another standard
  • Encryption of all physical media
• Data sanitisation process: Yes
• Equipment disposal approach: A third-party destruction service
• Data sanitisation type:
  • Deleted data can’t be directly accessed / Cryptographic Erasure
  • Data Erasure

Data importing and exporting

• Data export approach: Users can export their data from Elate using built-in reporting and administrative export tools available through the secure web interface. Authorised users can generate exports for defined datasets, such as service user records, care plans, schedules, visit data, and audit information. Exports are initiated on demand and provided in open CSV format. Selected records, such as user profiles and assessments, can also be exported as PDF documents for human-readable documentation. PDF exports do not replace CSV as the primary open data export format.
• Data export formats:
  • CSV
  • Other
• Other data export formats: PDF
• Data import formats: CSV

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: Elate is designed to provide high availability for users through a cloud-hosted, multi-tenant architecture with built-in redundancy and automated scaling. The service is monitored continuously to ensure availability and performance are maintained.; ; We target 99.9% service availability, excluding planned maintenance. Planned maintenance is scheduled outside of core working hours where possible and communicated to customers in advance.; ; If availability falls below agreed service levels, service credits may be applied in line with the contract and service level agreement. Details of service credits and any applicable refunds are set out in the customer contract.; ; Availability reporting and historical uptime information can be provided to customers on request.
• Approach to resilience: Elate is designed to be resilient to infrastructure failures, unexpected demand, and component outages. The service is hosted on a resilient cloud platform with redundancy across multiple availability zones and automated failover.; ; The application is stateless where possible and uses managed data storage with replication and regular backups. System components can be replaced or scaled without service interruption, helping maintain continuity during peak usage or partial failures.; ; Backups are performed regularly and tested to support recovery objectives. Monitoring and alerting are in place to detect issues early and trigger incident response procedures.
• Outage reporting: Service availability is monitored continuously. In the event of a service outage or significant degradation, affected customers are notified via email or chat as soon as practicable.; ; Updates are provided throughout the incident, including progress, expected resolution times where available, and confirmation once service is restored. A post-incident summary can be provided on request, outlining the cause, impact, and any remedial actions taken.; ; Customers can also report suspected service issues through the support service desk.

Identity and authentication

• User authentication needed: Yes
• User authentication:
  • Multi-Factor Authentication (MFA)
  • Identity federation with existing provider (for example Google Apps)
  • Username or password
• Access restrictions in management interfaces and support channels: Access to Elate’s management interfaces and support channels is restricted using role-based access control enforced centrally via Keycloak. Administrative and support access is limited to authorised personnel based on job role and least-privilege principles. Authentication requires strong credentials and multi-factor authentication for privileged roles. Permissions are defined per role and feature, aligned to operational responsibilities, and reviewed regularly. All access to management interfaces is logged and monitored. Support access to customer data is controlled, auditable, and only permitted where required for service delivery or issue resolution.
• Access restriction testing frequency: At least once a year
• Management access authentication:
  • Multi-Factor Authentication (MFA)
  • Identity federation with existing provider (for example Google Apps)
  • 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: 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

Security governance

• Named board-level person responsible for service security: Yes
• Security governance certified: No
• Security governance approach: Elate operates a formal security governance framework with clear accountability at senior management level. A named board-level (or equivalent) individual is responsible for information security across all services. Security risks are identified, assessed, and reviewed regularly, with appropriate controls implemented and tracked to resolution.; ; We maintain documented security policies and procedures covering access control, data protection, incident management, and supplier assurance. Compliance is supported through annual Cyber Essentials and Cyber Essentials Plus certification, regular vulnerability management, and independent penetration testing. Security performance and risks are reviewed periodically as part of ongoing operational governance.
• Information security policies and processes: Elate operates a documented information security management framework covering access control, data protection, incident management, vulnerability management, and secure development practices.; ; Information security policies are approved by senior management and reviewed regularly to ensure they remain effective and aligned with business and regulatory requirements.; ; Access to systems and data is restricted based on role and least-privilege principles, with multi-factor authentication used where appropriate. Security events and incidents are logged, monitored, and escalated through a defined incident response process.; ; Compliance with security policies is supported through staff onboarding, mandatory security awareness training, and periodic reviews. Security risks are assessed and managed on an ongoing basis, with issues escalated to senior management where required.; ; Cyber Essentials and Cyber Essentials Plus certification provides independent assurance that baseline technical controls are in place and operating effectively.
• Software Security Code of Practice: Yes

Operational security

• Configuration and change management standard: Supplier-defined controls
• Configuration and change management approach: Elate uses supplier-defined configuration and change management controls. Service components are tracked through version control and deployment pipelines, providing a clear audit trail from development through release. All changes are assessed for operational and security impact before deployment, including access control, data handling, and service availability considerations. Changes are peer reviewed, tested in non-production environments, and approved before release. Emergency changes follow an expedited but controlled process, with post-implementation review. Configuration is managed centrally to ensure consistency across environments and reduce configuration drift.
• Vulnerability management type: Supplier-defined controls
• Vulnerability management approach: Elate operates a risk-based vulnerability management process. Potential threats are identified through vendor security advisories, cloud platform notifications, dependency monitoring, and periodic security testing. Vulnerabilities are assessed based on severity and potential impact, and remediation is prioritised accordingly. Security patches and updates are applied promptly, with critical fixes deployed as soon as practicable. Changes are tested before release to minimise operational risk. Threat intelligence from trusted industry sources informs ongoing security improvements.
• Protective monitoring type: Supplier-defined controls
• Protective monitoring approach: Elate uses supplier-defined protective monitoring to identify potential security incidents. System logs, access events, and operational metrics are monitored to detect abnormal behaviour or unauthorised access. Alerts are generated for suspicious activity and reviewed by authorised personnel. Where a potential compromise is identified, predefined response procedures are followed to contain and investigate the issue. Monitoring supports timely incident detection and response while maintaining service availability and data protection.
• Incident management type: Supplier-defined controls
• Incident management approach: Elate operates defined incident management procedures covering security, availability, and data protection events. Common incident scenarios have predefined response steps, including escalation and containment actions. Users can report incidents through established support channels. Incidents are logged, investigated, and resolved in line with their severity. Where appropriate, customers are informed of incidents affecting their service, including impact and remediation actions. Post-incident reviews are conducted to identify improvements and prevent recurrence.
• Post-quantum cryptography secure: No

Secure development

• Approach to secure software development best practice: Supplier-defined process

Public sector networks

• Connection to public sector networks: No

Pricing

• Discount for educational organisations: No
• Free trial available: Yes
• Description of free trial: 30 Days Free Access to all Features

Discount percentage by annual call-off contract value (excluding VAT)

• Less than £250,000: 0%
• Between £250,000 and £500,000: 2%
• Between £500,001 and £1,000,000: 3%
• Between £1,000,001 and £2,500,000: 5%
• Between £2,500,001 and £5,000,000: 7%
• Over £5,000,001: 10%

Non-mandatory Standards and certifications

• ISO/IEC 27001 certification: No
• ISO 28000:2022 certification: No
• ISO 9001 certification: No
• Quality management systems (QMS): Yes
• CSA STAR certification: No
• PCI certification: No
• Cyber essentials: Yes
• Please provide your Cyber Essentials Certificate Number: 3ba62785-9600-4243-a405-3a12e08f99c2
• Cyber essentials plus: Yes
• Please provide your Cyber Essentials Plus Certificate Number: 0328647e-042f-4071-94eb-64e194ea7626
• Other security certifications: No

Social value

• Section B - Commitment for Future: Delivery:

  • Mission: Kick start economic growth. To secure the highest sustained growth in the G7 - with good jobs and productivity growth in every part of the country making everyone, not just a few, better off.

    Policy Outcome 2: Skills for growth: Supporting growth sectors and addressing skills gaps.

    • Understanding of employment and relevant skills issues, and of the education and training issues relating to the contract. Illustrative examples: demographics, skills shortages, new opportunities in high growth sectors, geographic/local community and skills/employment challenges

  • Mission: Build an NHS fit for the future: That is there when people need it; with fewer lives lost to the biggest killers; in a fairer Britain, where everyone lives well for longer.

    Policy Outcome 8: Increasing productivity through physical and mental wellbeing: In the supply chain and communities in the relevant area.

    • Understanding of issues relating to health and wellbeing, including physical and mental health, in the contract workforce

Service documents

• Pricing document

  PDF

• Service definition document

  PDF

• Terms and conditions

  PDF

Request an accessible format

If you use assistive technology (such as a screen reader) and need versions of these documents in a more accessible format, email the supplier at info@cross-digital.co.uk. Tell them what format you need. It will help if you say what assistive technology you use.