focusgov

AI Assistant for Social Care

An AI-powered 'chatbot' for Children's and Adults Services: enables users to access social care information, advice and guidance through conversation. Range of configuration settings and support for multiple languages.

Features

• Available to answer user queries 24/7.
• Can be used on web, app or other channels.
• Can recommend local services, events and activities.
• WhatsApp integration.
• Compiles information from approved sources only.
• Admin dashboard including sentiment analysis on user satisfaction.
• Extended to text-to-voice.
• Can be customised with branding and design.
• Configurable tone, literacy level and personality.
• Already used by local authorities in Adult and Children's Services.

Benefits

• Makes social care information far more accessible.
• Provides personalised advice and guidance.
• Supports self-serve, saves social care team time.
• Makes social care information available in multiple languages.
• Real time feedback and analysis on system usage.
• Gather feedback on how satisfied users are with the service.
• Proactively respond to user queries, spot problems early.
• Can be deployed across different use case scenarios
• Support for conversations via text or voice.

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 hello@thisisfocus.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

915217917303897

Contact

Simon Newing
01179498008
hello@thisisfocus.co.uk

About the service

• Service categories:
  • Applications
    • Production and operations
      • Service industry and public sector operations
        • Adult Social Care
        • Children's Social Care
• Multi cloud support: Yes

Service scope

• Software add-on or extension: Yes, but can also be used as a standalone service
• What software services is the service an extension to: Can be used with our other services including the Care Leavers App, Youth / Childrens Services App, SEND Local Offer and Family Hubs.; Also integrated with digital services such as WhatsApp.
• Cloud deployment model: Public cloud
• Service constraints: Requires access to existing social care information via a website, app, files or other resources.
• System requirements: Modern internet browser to access administration system

User support

• Email or online ticketing support: Yes
• Support response times: Support requests can be raised 24/7/365 and are acknowledged same working day. Support is not offered at weekends.
• 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: No
• Support levels: Technical support is accessed through our account management team during business hours via email or telephone. All customers receive the same level of technical support, there is no tiering and support is included as part of contract costs.; Urgent queries that are preventing systems from operating as normal or resulting in unexpected downtime, are treated as priority and are responded to immediately. Other support queries are acknowledged within two business days, often sooner.; A service level agreement is included as part of any contract.; We offer an optional additional service of monthly development hours that can be spent on small items of work and amends that cannot be completed within the administration system, without the need for individual quotes.
• Support available to third parties: No

Onboarding and offboarding

• Getting started: During implementation each customer has a dedicated project manager who leads the team through setup, starting with creation of a comprehensive project plan including roles, responsibilities and milestone dates.; A kick-off meeting and site-mapping meeting will be arranged with key stakeholders and co-production and participation sessions with care experienced young people booked in. These sessions are held remotely with our client services and design teams.; Administration system training is held remotely and early in the project so that admins can start publishing content into their app.; Further assistance is provided through a library of screencasts within the administration system: short videos that walk administrators through regular tasks.
• Service documentation: Yes
• Documentation formats:
  • HTML
  • PDF
  • Other
• Other documentation formats: Video
• Documentation accessibility standard: WCAG 2.2 A
• End-of-contract data extraction: All data can be downloaded from the administration system as CSV files. A MySQL data dump can also be provided on request. Any data that requires removal will be securely destroyed.
• End-of-contract process: Closure date will be agreed and access to the administration system will be removed from that point. Apps will be removed from the appropriate app stores but will remain on user devices until they choose to uninstall. No further content updates will be possible. No additional costs apply.

Using the service

• Web browser interface: Yes
• Supported browsers:
  • Microsoft Edge
  • Firefox
  • Chrome
  • Safari
• Application to install: No
• Designed for use on mobile devices: Yes
• Differences between the mobile and desktop service: No functional differences, screens and layouts are device-optimised.; The Assistant is also available through other digital services such as WhatsApp
• Service interface: Yes
• Description of service interface: Authorised administrators can use the web-based, password protected service interface to complete various management tasks including viewing conversations, survey responses, user feedback, sentiment analysis, success ratings and warnings. Also overall system usage data including aggregate analysis.
• Accessibility standards: WCAG 2.2 A
• Accessibility testing: Checking of the service interface code has been performed against validation services, tests have also been completed to ensure the service interface is operable without a mouse and can be navigated efficiently using a keyboard / tab-based navigation.
• User support accessibility: WCAG 2.2 AA
• API: No
• Customisation available: Yes
• Description of customisation: The information and resources that the AI Assistant draws from is fully customisable.; The tone and literacy level of the AI Assistant can be configured.

Scaling

• Independence of resources: The administration system is hosted within a cloud-based infrastructure that can be scaled at any time to cope with demand and all instances, including databases, are segregated appropriately.

Analytics

• Service usage metrics: Yes
• Metrics types: Real-time reports are available as part of the administration system and our account management team provide quarterly and annual summary reports. All reports cover the key essential app usage statistics in aggregate form and we also set individual project KPIs that are monitored pro-actively. Any specific reporting requirements can be discussed and catered for.
• 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: Other security clearance
• 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
• 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: In-house
• Protecting data at rest:
  • Physical access control, complying with SSAE-18 / ISAE 3402
  • Physical access control, complying with another standard
• Data sanitisation process: Yes
• Data sanitisation type: Deleted data can’t be directly accessed / Cryptographic Erasure
• Equipment disposal approach: A third-party destruction service

Data importing and exporting

• Data export approach: Administrators are able to export all data from the secure administration system, downloadable as CSV files.
• Data export formats:
  • CSV
  • Other
• Other data export formats:
  • PDF
  • HTML
• Data import formats: Other
• Other data import formats:
  • PDF
  • HTML

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: For the administration system we offer 99.5% availability. Service credits are offered should this uptime not be achieved. Availability for the apps are subject to terms and conditions provided by app store vendors.
• Approach to resilience: Datacentre provides resilience through physical safeguards such as camera surveillance, biometric scanning and personnel screening. Dual power paths run into the datacentre providing an uninterruptible power supply with additional contingency provided through onsite generators. The administration system is hosted on a load-balanced cloud-based infrastructure where servers can be easily scaled, or moved and restored across multiple cloud-based locations, even in the event of total site failure. Bandwidth is scalable and the server operates a load-balancer which provides secondary level of service should the primary server fail. We operate back-ups of all data on a nighty basis from three different locations, retaining data up to twelve months. Business continuity and disaster recovery form key parts of our ISO9001 operational procedures.
• Outage reporting: Outages are reported by our account management team via email alerts and phone and customers are communicated with throughout any outage, through to resolution.

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 the web-based administration system is restricted and authenticated via username and password and 2FA. The admin system uses TLS to encrypt data in transit between server and browser.
• Access restriction testing frequency: At least every 6 months
• 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: User-defined
• 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: 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
  • Other
• Other security governance standards: Cyber Essentials
• Information security policies and processes: We operate an ISO27001 certified information security management policy that applies to all technical security and operational aspects of our business. Day-to-day responsibility for the implementation of this policy lies with our Technical Director, supported by senior members of the technical team. This policy covers secure development practice, access control, data protection, business continuity and disaster recovery, staff awareness and training, password policy, remote working, use of company equipment, sub-contractors, software installation, use of personal devices, physical security, IT and security, acceptable use and information classification. Policies are reviewed annually by the senior management team who also ensure team members are aware of amendments and new content and their responsibilities to work within the scope of each policy, and this is externally audited annually as part of ISO9001 management review.

Operational security

• Configuration and change management standard: Supplier-defined controls
• Configuration and change management approach: Configuration and change management forms part of secure development practice and ISO27001 certified operational procedures. Development work is version controlled using Github, peer reviewed by senior members of the technical team prior to deployment and subject to automated testing which prevents faulty code from entering the live environment. New versions of software and systems are subject to static code analysis.
• Vulnerability management type: Supplier-defined controls
• Vulnerability management approach: Vulnerability management forms an important part of our ISO27001 operational procedures. We undertake regular vulnerability scanning using an OWASP compatible tool and we also undertake further server security tests on a quarterly basis. Any critical vulnerabilities identified are applied same day in line with vendor recommendations, others of lower priority are scheduled in with other operational tasks.
• Protective monitoring type: Supplier-defined controls
• Protective monitoring approach: Protective monitoring forms an important part of our ISO27001 operational procedures. Servers run with only necessary services available and all security patches installed and updated in line with vendor instructions. Servers are further protected via software firewalls and third party protection services to mitigate against possible threats. Our own server monitoring service provides additional regular checks such as server load, and reports unexpected activity to the technical team via email and SMS, who investigate immediately.
• Incident management type: Supplier-defined controls
• Post-quantum cryptography secure: No
• Incident management approach: Formal incident management forms an important part of our ISO27001 operational procedures. We operate an incident response plan which is tested annually and includes the establishment of a response team with roles and responsibilities across the business.

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: 0%
• Between £250,000 and £500,000: 5%
• Between £500,001 and £1,000,000: 5%
• Between £1,000,001 and £2,500,000: 5%
• Between £2,500,001 and £5,000,000: 5%
• Over £5,000,001: 5%

Standards and certifications

• ISO/IEC 27001 certification: Yes
• ISO/IEC 27001 accredited by: Alcumus ISOQAR
• ISO/IEC 27001 accreditation date: Tuesday 23 September 2025
• What the ISO/IEC 27001 doesn’t cover: All technical, security and operational aspects of this service are covered by ISO27001
• ISO 28000:2022 certification: No
• ISO 9001 certification: Yes
• ISO 9001 certification accredited by: Alcumus ISOQAR
• ISO 9001 accreditation date: Tuesday 23 September 2025
• What the ISO 9001 doesn’t cover: All business operations are covered by ISO9001
• Quality management systems (QMS): Yes
• CSA STAR certification: No
• PCI certification: No
• Cyber essentials: Yes
• Cyber Essentials Certificate Number: 06d31d7e-5a8a-490c-aad7-8b75dc0b00c9
• Cyber essentials plus: No
• Cyber Essentials Alternative: In relation to the services you do not have a current and valid Cyber Essentials Plus certificate which has been awarded by one of the government approved Cyber Essentials accreditation bodies but you are working towards gaining it, and will be in a position to confirm that you have been awarded a current and valid Cyber Essentials Plus certificate by one of the government approved accreditation bodies within 12 months of the date of award.
• Other security certifications: No

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

  • New or retained jobs on the contract workforce in the relevant area that meet the criteria set out in MAC 1b, 1c and 1d
  • New apprenticeships on the contract workforce in the relevant area that meet the criteria set out in MAC 1b
  • Providing opportunities for, and measuring and monitoring of, staff workforce conditions over time, including employee engagement, involvement in decision-making and satisfaction and adapting to any changes in the results, with clear processes for acting on issues identified
  • Plans to engage the contract workforce in deciding the most important workplace issues to address
  • 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
  • Activities to cascade good practice on fair working conditions throughout the supply chain
  • Payment of more than the National Minimum Wage or National Living Wage (as appropriate) to the contract workforce
  • 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 in-work progression issues affecting the market, industry or sector relevant to the contract, and in the supplier’s own organisation and those of its key sub-contractors
  • Measures to support in-work progression to help people in the contract workforce, to move into higher paid work by developing new skills relevant to the contract
  • Support for the contract workforce by providing career advice, and providing opportunities for staff working on the contract with in-work progression career development into known skills shortages or high growth areas
  • Support for educational attainment relevant to the contract, including training schemes that address skills gaps and result in recognised qualifications
  • Volunteering opportunities for staff
  • 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
  • Outline policies and practices to be applied to or put in place for the contract to mitigate and manage modern slavery risks, including: Pre-employment checks, recruitment practices. Workplace conditions, safeguarding plans and processes in place and regular monitoring with relevant groups considered, which may include sampling
  • How to ensure business decisions re: price/cost, short lead times, payment timescales do not create modern slavery risks in the supply chain

  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
  • Support for educational attainment relevant to the contract, including training schemes that address skills gaps and result in recognised qualifications
  • Activities to support relevant sector related skills growth and sustainability in the contract workforce. Illustrative examples: careers talks, curriculum support, literacy support, safety talks and volunteering

  Policy Outcome 3: Resilient, innovative and flexible supply chains: Support economic growth through enabling resilient businesses, opportunities for small businesses and voluntary, community and social enterprises

  • Activities to identify opportunities to open up sub-contracts under the prime contract to a diverse range of businesses, including new businesses, entrepreneurs, start-ups, SMEs, VCSEs and mutuals
  • Activities that demonstrate a collaborative way to work with a diverse range of businesses as part of the supply chain
  • Ensuring accessibility to contracting and subcontracting opportunities for disabled business owners and employees
  • Understanding of local demographics, needs and opportunities for the co-design of the goods, services and works to be delivered under the contract
  • Methods for engaging with different parts of the community (including the education system and charities representing the community) and how communities come together to inform decisions, strategy and projects to leave a positive legacy for future generations
  • Measures to involve local stakeholders and/or users in design (e.g. in the design of services, systems, products or buildings)
  • Support for community-led initiatives relevant to the contract. Illustrative examples: improving transport links; reducing loneliness; helping with English language proficiency; and facilitating social mixing among people with different backgrounds
• Mission: Break down barriers to opportunity:

  By reforming our childcare and education systems, to make sure there is no class ceiling on the ambitions of young people in Britain

  Policy Outcome 6: Employment and training: For those who face barriers to employment

  • Understanding of employment and skills issues, and of the skills and employment shortages of high growth sectors relating to the contract
  • Creation of employment opportunities particularly for those who face barriers to employment, such as prison leavers, care leavers and/or who are located in deprived areas, and for people in industries with known skills shortages or in high growth sectors
  • Delivery of training schemes and programmes to address any identified skills gaps and under-representation in the workforce for the contract (e.g. prison leavers, care leavers, kinship carers, disabled people)
  • Advertising, promotional and outreach activities designed to raise awareness of the offer to reach the target cohort
  • Understanding of the issues affecting the representation of disabled people in the workforce in the market, industry or sector relevant to the contract, and in the supplier’s own organisation and those of its key sub-contractors
  • Inclusive and accessible recruitment practices, and retention-focused activities, including those provided in the Guide for line managers on recruiting, managing and developing people with a disability or health condition
  • Introducing transparency to pay and reward processes
  • Working conditions which promote an inclusive working environment and promote retention and progression
  • Understanding of the issues affecting inequality in employment, skills and pay in the market, industry or sector relevant to the contract, and in the supplier’s own organisation and those of its key sub-contractors. Measures to tackle inequality in employment, skills and pay in the contract workforce

  Policy Outcome 7: Creating a pipeline of opportunities: For the contract workforce, reducing barriers to entry for under-represented groups.

  • Understanding of the issues affecting the development of new skills by target cohort
  • Understanding of the underlying factors affecting improvements to reduce barriers to entry and training schemes for the target cohort(s) related to the contract workforce
  • Other measures to offer development opportunities for the target cohort(s) in the contract workforce
  • Advertising, promotional and outreach activities designed to raise awareness of the offer to reach the target cohort
  • Understanding of issues relating to entering the contract workforce
  • Creation of outreach activities to create a pipeline of employees for the future contract delivery
  • Content of the outreach activity is designed to suit the target cohort
  • Advertising, promotional and outreach activities designed to raise awareness of the offer to reach the target cohort

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 hello@thisisfocus.co.uk. Tell them what format you need. It will help if you say what assistive technology you use.