ACCESS UK LTD

Access Assure

Access TEC Assure is an award-winning, next generation Digital Telecare solution, setting the standard in a digital telecare eco-system that combines best of breed technologies with advanced statistical techniques and machine learning to connect people, data and services to help prolong the independence of vulnerable individuals at home.

Features

• Machine learning detects anomalies in daily living patterns
• Web-accessible dashboard with mobile app for care circles
• Configurable smart alerts for proactive intervention and monitoring
• Real-time monitoring of activities of daily living patterns
• Integration capability with adult social care system platforms
• Multi-user portfolio dashboard with comprehensive activity data display
• Automated alerts generated when individual behaviour changes occur
• Icon-based interface with natural language for accessible insights
• Role-based access controls for administrators, carers and installers
• Twenty-four seven unobtrusive monitoring supporting independent living

Benefits

• Enables early intervention before crises occur and escalate
• Reduces stress for unpaid carers through peace-of-mind monitoring
• Supports evidence-based care planning with actionable data insights
• Prevents avoidable admissions by identifying changes in routines
• Reduces care costs whilst improving outcomes for residents
• Empowers families with real-time oversight of loved ones
• Enables least-restrictive care for people with complex needs
• Provides reassurance to service users and their families
• Supports independence whilst maintaining appropriate safety monitoring levels
• Facilitates right-sizing of care packages through data evidence

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

773155233219437

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: Public cloud
• Service constraints: No known constraints
• System requirements: Any computer/mobile device with a browser and internet connectivity

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 30 minutes. 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. Charged at 15% of your subscription fee. Premier Success Plan- provides proactive services, including access to a customer success manager with quarterly and annual review. Charged at 25% of your annual subscription fee.
• Support available to third parties: Yes

Onboarding and offboarding

• Getting started: Onsite/remote training will be scheduled as part of the project plan and agreed by both parties. Delivery of the training will be modular and will follow the logical relationships between the system and the data. Following any changes to the solution, all relevant training material will be updated as appropriate and additional training will be made available as required. We will ensure that users learn through doing. Our consultancy and training services cover: - Overall application overview - System administration and setup consultancy - Document management - Application sub-modules, specialist service area modules - Reporting And include: - Full user guides for each attendee, supplied in electronic format - Train-the-trainer approach - Use of on-line Support and Customer Portal - Use of on-going support via the Support desk.
• 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: Customers can request a data extraction. We will complete the extraction and pass to the user.
• End-of-contract process: Data is provided to the customer in an agreed format. The data is deleted securely when the customer has agreed all data has been provided and drives holding the data are securely cleansed. Access can provide an Exit Management Plan to highlight the steps involved in decommissioning the application. Support can be provided to extract data for you on a time and materials basis.

Using the service

• Web browser interface: Yes
• Supported browsers:
  • Microsoft Edge
  • Firefox
  • Chrome
  • Safari
  • Other
• Application to install: Yes
• Compatible operating systems:
  • Android
  • IOS
• Designed for use on mobile devices: Yes
• Differences between the mobile and desktop service: Content dynamically scales to fit the relevant screen size. The mobile app also includes installation functionality to support the installation of the hardware elements of the solution
• Service interface: Yes
• Description of service interface: The user interface enables customers to manage their device real estate in the same way that a standard Device Management Platform does.
• Accessibility standards: WCAG 2.2 AAA
• Accessibility testing: ***TBC***
• User support accessibility: WCAG 2.2 AAA
• API: Yes
• What users can and can't do using the API: API access is granted for customers that may wish to surface system insights in third part applications and/or enhance the insights engine with third party data sources to which they may have access.
• API documentation: Yes
• API documentation formats:
  • Open API (also known as Swagger)
  • ODF
  • PDF
• API sandbox or test environment: Yes
• Customisation available: Yes
• Description of customisation: Customers can customise the dashboard information organisation to meet their specific requirements.

Scaling

• Independence of resources: The solution is hosted in a dedicated virtual environment, specifically designed with security and scalability in mind including extra provision for additional web traffic. Resource usage is tracked and reviewed daily in line with demand.

Analytics

• Service usage metrics: Yes
• Metrics types: Users can see login histories, uptime and performance data,
• 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: Managed by a third party
• Penetration testing frequency: At least once a year
• Penetration testing approach: ‘IT Health Check’ performed by a CHECK service provider
• Protecting data at rest:
  • Physical access control, complying with SSAE-18 / ISAE 3402
  • Physical access control, complying with another standard
  • Encryption of all physical media
• Data sanitisation process: Yes
• Data sanitisation type:
  • Deleted data can’t be directly accessed / Cryptographic Erasure
  • Explicit overwriting of storage before reallocation / Secure Erase
• Equipment disposal approach: A third-party destruction service

Data importing and exporting

• Data export approach: Customers can self-service data exports via CSV or via the API.
• 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: Available on request.
• Outage reporting: Users can subscribe to email alerts giving updates on scheduled maintenance and outages. An online portal is also available to clients.

Identity and authentication

• User authentication needed: Yes
• User authentication:
  • Multi-Factor Authentication (MFA)
  • Username or password
• Access restrictions in management interfaces and support channels: Strict username and password policies apply to include frequent enforced password changes.
• Access restriction testing frequency: At least 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: User-defined
• Access to supplier activity audit information: Users have access to real-time audit information
• How long supplier audit data is stored for: User-defined
• How long system logs are stored for: User-defined

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: Access adhere to ISO27001 certification with a dedicated Information Security team working with the business to ensure we uphold our obligations, policies and procedures. The policy is owned and published by the Chief Information Security Officer. It sets out the organisation's approach to security, the commitment from the senior management team and the specific security policies of the company. The Information Security Policy is updated regularly, is published on our the corporate SharePoint and staff receive training on the policy during induction training and refresher training on a twice yearly basis.

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 requests shall be logged on a standardised system in use by the team, such as JIRA (Development), FreshServe (CHS), Service Cloud – Customer Support platform. A documented audit trail, maintained at the business unit level, containing relevant information shall always be maintained. This should include change request documentation, authorisation and the outcome of the change. No individual should be able to effect changes to production information systems without following the change process from end to end full details can be requested via emails.
• 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-6pm 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: All incidents must be recorded on Access Group’s Incident Register (FreshService) in accordance with the Incident description as detailed in Definitions. An immediate assessment must be carried out, to determine whether the incident is a personal data breach and likely to result in a risk to the rights and freedoms of the data subjects affected by the personal data and an incident report must be started. No evidence can be removed or anything deleted until screenshots/snapshots/ file information is recorded as this may hinder an investigation.

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.