ACCESS UK LTD

Access Provider Manager

Access Provider Manager is a digital eco-system for social care initially developed with Association of Directors of Social Services East to support commissioners with their duty of care. Data analysis and predictive solutions that standardise data from multiple sources across social care, presenting interactive dashboards to enable evidence-based decision making.

Features

• Assessment solution, enabling Local Authority/NHS/Provider collaboration for improved care quality
• A repository for Provider and contract information, improving operational efficiency
• Digitised Provider self-assessments, and other returns, for improved contract management
• Next-generation commissioning tool to purchase care using market intelligence
• Analytics to support local, regional and national-level market-shaping and oversight
• Risk Profiler, which identifies Providers with quality and financial risks
• Data set take on and harmonisation from diverse source systems
• Data set enrichment from authoritative third-party sources (incl Open Data)
• Predictive engine to project forward trends
• Automated data feeds from Local Authority/NHS/ Provider source systems

Benefits

• Deliver on Care Act obligations and CQC's new Assurance framework
• Enables early intervention with Providers undergoing difficult times
• Reduces upheaval and disruption to care users if services fail
• Generates savings: one customer saved £1 million in Year 1
• Reduces public sector resources needed to deal with Provider failure
• Automated process: reduces administration, increases efficiencies, and encourages communication
• Common Provider referencing makes regional and sub-regional data sharing easy
• Standardises your approach to quality assurance, with regional outcomes standards
• Empowers Providers to increase their CQC ratings
• Mix-and-match Provider Manager modules for your perfect solution

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 buyer.enablement@theaccessgroup.com. Tell them what format you need. It will help if you say what assistive technology you use.

Framework

G-Cloud 15

Service ID

723709537234513

Contact

Stacey Graham
0845 345 3300
buyer.enablement@theaccessgroup.com

About the service

• Service categories:
  • Applications
    • Production and operations
      • Service industry and public sector operations
        • Adult Social Care
• Multi cloud support: No

Service scope

• Software add-on or extension: No
• Cloud deployment model: Private cloud
• Service constraints: All end user and citizen facing components of the solution are fully browser based and need nothing installed on the client device other than the browser itself.
• System requirements:
  • Up-to-date, leading internet browser (Internet Explorer, Chrome Safari etc.)
  • JavaScript needs to be enabled within the browser
  • 4G connection if using Provider Manager via a mobile device
  • Minimum screen size: 4 inches for a mobile device

User support

• Email or online ticketing support: Yes
• Support response times: Access has developed a range of support plans. Our online Knowledge base and Community service plans are available to all our clients. We have made significant investment in our client support tools. The Success portal provides around the clock access to log incidents, browse articles and videos to find solutions. Our Support teams are available M-F 9-5 ( or 8-6 on Standard/Premium) On these plans P1 cases are responded to in 1 hour. Please refer to Access for further details.
• User can manage status and priority of support tickets: Yes
• Online ticketing support accessibility: WCAG 2.2 AA
• 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
• AI chatbot: Yes
• Web chat support accessibility standard: WCAG 2.2 AA
• Web chat accessibility testing: N/A
• Onsite support: Yes, at extra cost
• Support levels: Standard Success Plan - offers an enhanced reactive service, including telephone support, as well as priority response times and longer support hours. Larger customers will also get access to a primary named support analyst who will deal with the majority of your support questions. Premier Success Plan- provides proactive services, including access to a customer success manager with quarterly and annual review. ; ; Pricing for Success Plans is contained within our Pricing Document.
• Support available to third parties: Yes

Onboarding and offboarding

• Getting started: Our FlightPath services have been designed to be remote-first, providing you with an improved low-risk implementation journey, no matter how your organisation is structured or wherever your employees are working.; ; We use video technology to facilitate face to face contact, so you still get the hands-on benefit of working with an Access expert and our years of software deployment expertise. We have also invested in product e-learning, so your users can learn our products at their own pace.; ; Our remote-first approach means that you have regular, accessible communication with us to keep you on track at every step of your journey and that your software can be delivered flexibly to suit the needs of your organisation and employees.; ; All our FlightPath consultants and on-boarders are not only certified in our products, they are also trained and certified in our remote-first FlightPath implementation methodology, including training in effectively delivering remote customer projects.; ; Full details can be provided upon request
• Service documentation: Yes
• Documentation formats: PDF
• Documentation accessibility standard: None or don’t know
• How the documentation is accessible: Access Group's onboarding and offboarding documentation is accessible through the Customer Success Portal (https://access-support.force.com/Support/s/), which provides 24/7 online access to comprehensive resources including a knowledge base with FAQs, product guides, e-learning content, on-demand webinar recordings, feature release updates, and training materials that can answer most day-to-day user questions. All users can register for portal access regardless of their Success Plan level (Essential, Standard, or Premier), with additional support available through online case submission for all customers, telephone support for Standard and Premier customers, and dedicated resources like Customer Success Managers and Lead Technical Support Engineers for Premier customers, ensuring documentation and guidance is readily available throughout the entire customer lifecycle from initial onboarding through ongoing system use and any eventual offboarding scenarios.
• End-of-contract data extraction: On receipt of the offboarding document, Access Offboarding Review team will review the response, respond to any queries, annotate the record to reflect the customer requirements, upload the document and set the record to “not started” The Service Delivery team will pick up the ticket, arrange the return of data, decommission the system then they or hosting delete the data (production and backup unless “beyond access”(in which case it will be overwritten). Closure of the ticket triggers a confirmation to the customer that their data is deleted.
• End-of-contract process: Our Exit process is as follows: The Renewals team receive the notification and undertake discussions with the client, the account manager and any other stakeholders. Once termination is confirmed, the “termination data requirements document” is sent to the client and a record created on the Offboarding register in line with internal processes. The status is set to “waiting customer”. Note: In the event that a Customer does not return the document, they will be contacted again twice prior to termination and data will be deleted within 30 days from contract end as Access has no legal basis for processing from that point

Using the service

• Web browser interface: Yes
• Supported browsers:
  • Microsoft Edge
  • Chrome
  • Safari
• Application to install: No
• Designed for use on mobile devices: Yes
• Differences between the mobile and desktop service: While Access Provider Manager modules can be used on mobile devices, we would recommend a screen size of no smaller than 4 inches, as there may be a degradation in usability at this point. The Access Provider Manager Quality Assurance module (Assessor Application and Provider Portal) in particular is designed for use on mobile devices, as it allows Quality Assurance Teams to conduct Provider assessments out in the field.
• Service interface: No
• User support accessibility: None or don’t know
• API: Yes
• What users can and can't do using the API: All required Application Program Interfaces (APIs) are included for the standard product. APIs are used primarily as microservices in the architecture. There are currently no external facing APIs for customer consumption.; ; The APIs are RESTful with Web APIs written in ASP.NET Core. There are internal coding and best practice guides for API creation. All APIs are secured behind the Single Sign-on (SSO) solution, using HTTPS and TLS 1.2, and are based on OAuth 2.0 token-based security.; ; The architecture of the product has been built in a manner which promotes and supports the integration of other third party APIs into the product, considered as an enhancement request.; ; Access Provider Manager provides open APIs to integrate with other systems, discussed during a thorough Business Needs Analysis (BNA) prior to implementation. A solution would be developed through either SFTP or Web Services once it has been deemed as feasible and a full specification produced.
• API documentation: Yes
• API documentation formats: PDF
• API sandbox or test environment: Yes
• Customisation available: No

Scaling

• Independence of resources: The Access Provider Manager solutions are entirely scalable. The product is load balanced across multiple servers so that a component can be replicated if the primary component cannot offer sufficient capacity. This ensures that there is an independence of resources, so that our users do not experience a degradation of performance when using Access Provider Manager.

Analytics

• Service usage metrics: Yes
• Metrics types: A wide variety of service usage metrics are available based on comprehensive usage auditing which is conducted in Power BI. A Customer Success Manager (CSM) will be assigned via a Premier Customer Success Plan and one of the many functions of the CSM is to share usage analytics to support adoption of PAMMS and drive further value for users
• Reporting types:
  • Real-time dashboards
  • Regular reports
  • Reports on request
• Resource tagging: No
• FOCUS resource tagging: No

Supplier type

• 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: Complies with a recognised standard (for example CSA CCM version 4.0)
• Penetration testing frequency: At least every 6 months
• Penetration testing approach: ‘IT Health Check’ performed by a CHECK service provider
• Protecting data at rest:
  • Physical access control, complying with another standard
  • Encryption of all physical media
• Data sanitisation process: Yes
• Data sanitisation type: Explicit overwriting of storage before reallocation / Secure Erase
• Equipment disposal approach: Complying with a recognised standard, for example CSA CCM v4.0, CAS (Sanitisation) or ISO/IEC 27001

Data importing and exporting

• Data export approach: Data can be exported in a variety of formats and can be provided to clients on request. Depending on the form and complexity of data required there may be associated charges. Access Provider Manager is hosted on Azure, so one possibility is via an Azure data share application.
• Data export formats: CSV
• 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: The threshold for application availability in any month is 99.8%, measured on a 24 hours per day, 365 days per year basis, excluding planned or previously agreed downtime for Maintenance.
• Approach to resilience: The solution has been designed to cater for a range of disasters. All customer databases are mirrored on secondary servers. This means if the production database fails, users can be switched onto the mirror system whilst any repair or recovery work is carried out. More detailed information available on request.
• Outage reporting: Access utilises industry standard monitoring solutions which immediately alert our teams to a service outage. Contact with customers is made via telephone or email to agreed contacts. Users can also subscribe to email alerts giving updates on scheduled maintenance and outages.

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 is secured by user authentication and token. Transport is secured by TLS 1.2. Access for support channels are agreed in advance with our clients, with switch on/off access at multiple levels
• Access restriction testing frequency: At least every 6 months
• Management access authentication:
  • Dedicated link (for example VPN)
  • 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

Security governance

• Named board-level person responsible for service security: Yes
• Software Security Code of Practice: Yes
• Security governance certified: Yes
• Security governance standards: ISO/IEC 27001
• Information security policies and processes: All controls included within Annex A of the ISO27001:2013 standard. Statement Of Applicability (SOA) available on request.

Operational security

• Configuration and change management standard: Complies with a recognised standard, for example CSA CCM v4.0 or SSAE-18 / ISAE 3402
• Configuration and change management approach: All change management is undertaken in line with ISO27001:2013 using JIRA for audit purposes.
• Vulnerability management type: Complies with a recognised standard, for example CSA CCM v4.0 or SSAE-18 / ISAE 3402
• Vulnerability management approach: Patched and audited by our patch management system. All non-critical OS patches are applied within one calendar month of release, first into pre-production and then into production, as part of the scheduled maintenance window. AV Updates - Signatures are updated hourly. / Rules are reviewed at minimum every 3 months. Logs are reviewed at minimum every 3 months. Access staff responsible for the maintenance of our hosting services subscribe to industry newsletters, belong to various security forums and we additionally receive notifications from our vendors.
• Protective monitoring type: Complies with a recognised standard, for example CSA CCM v4.0 or SSAE-18 / ISAE 3402
• Protective monitoring approach: We have traffic monitoring and content based alerting on changes to the site and/or traffic flows implemented at infrastructure level. We keep daily historical reports from servers which provide the facility to identify when changes occurred. We proactively monitor third party suppliers vulnerability reporting and security fix availability. We patch any vulnerabilities found in a timescale appropriate for their level of severity. Our infrastructure response is within 1 hour in the SLA period 8am-8pm Monday – Friday.
• Incident management type: Complies with a recognised standard, for example, CSA CCM v4.0 or ISO/IEC 27035:2011 or SSAE-18 / ISAE 3402
• Post-quantum cryptography secure: No
• Incident management approach: We operate a robust incident management process in line with ISO27001:2013 Staff are encouraged to report all incidents using a pre-defined process using a form available on our Company Collaborate site Incident reports will be provided following forensics and closure.

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 v4.0)

Public sector networks

• Connection to public sector networks: No

Pricing

• Discount for educational organisations: No
• Free trial available: No

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

• Less than £250,000: 5%
• Between £250,000 and £500,000: 6%
• Between £500,001 and £1,000,000: 12%
• Between £1,000,001 and £2,500,000: 15%
• Between £2,500,001 and £5,000,000: 18%
• Over £5,000,001: 25%

Standards and certifications

• ISO/IEC 27001 certification: Yes
• ISO/IEC 27001 accredited by: Alcumus ISOQAR
• ISO/IEC 27001 accreditation date: Saturday 4 January 2014
• What the ISO/IEC 27001 doesn’t cover: Nothing is excluded from the standard certification.
• ISO 28000:2022 certification: No
• ISO 9001 certification: Yes
• ISO 9001 certification accredited by: BSI
• ISO 9001 accreditation date: Friday 1 September 2023
• What the ISO 9001 doesn’t cover: The scope covers the design, integration, maintenance and hosting of managed information systems and software applications, consultancy, user training and support for the Health, Education, Social Care and Local authorities. Excluding all other products that fall outside of this scope.
• Quality management systems (QMS): Yes
• CSA STAR certification: No
• PCI certification: No
• Cyber essentials: Yes
• Cyber Essentials Certificate Number: 88f162a5-ea3c-4f9a-83d5-42769c7d8459
• Cyber essentials plus: No
• Cyber Essentials Alternative: You do not have a current and valid Cyber Essentials Plus certificate, or will not have in place within 12 months of the date of award but have an IASME certified equivalent.
• Other security certifications: Yes
• Any other security certifications:
  • ISO 42001
  • ISO 27701

Social value

• 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 1: Fair work: That offers fair wages and good working conditions. Help people get a job, stay in work, and progress in their careers, with good employment opportunities across the country. Notes: Where there is a large proportion of labour costs in the contract, commercial teams should consider MAC in Outcome 1 as a priority

  • Monitoring of employee engagement rates (by protected characteristic) and, where necessary, the development of actions to ensure all voices are heard across the diversity of the workforce
  • Employment contracts that reflect actual hours worked; steps taken to ensure employees understand their contracts and have the ability to review and adjust them if actual hours regularly exceed contracted hours
  • Activities that support an environment where staff are educated about, and feel empowered to, address their physical wellbeing
  • Activities that support an environment where staff are educated about and feel empowered to report and address bullying and harassment
  • Offer a pay and leave entitlement to all eligible staff who become kinship carers, ideally equivalent to statutory adoption pay and leave
  • Payment of more than the National Minimum Wage or National Living Wage (as appropriate) to the contract workforce
  • Monitoring and reporting of gender and ethnicity pay gaps and plans to address them where necessary
  • Entitlement to sick pay for the contract workforce, with provision in place for any staff who do not meet the earnings threshold for statutory sick pay, payment of sick pay from day one of absence and payment of staff on the contract workforce who are off sick a replacement income of 100% of their usual earnings for as long as possible
  • Understanding of the modern slavery risks and issues affecting the market, industry, sector or country (of origin or of source) relevant to the contract, and the workforce in the supplier’s own organisation and those of its key subcontractors

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 buyer.enablement@theaccessgroup.com. Tell them what format you need. It will help if you say what assistive technology you use.