UFONIA LIMITED

Dora

The Supplier provides Dora, a UKCA-marked, AI-enabled clinical voice assistant designed as a 'like-for-like' replacement for routine multi-specialty clinical care. The service operates by telephoning patients for automated, clinically validated consultations. Patients engage in a regular phone call; no new technology or complex onboarding is required for the patient.

Features

• Pre-Assessment: Automated calls confirm patient surgical willingness, increasing conversion rates.
• Pre-Surgery Reminder: Confirms attendance to reduce late cancellations
• Post-Operative Assessment: Conducts post-op calls to safely discharge routine patients.
• PROMs Collection: Automated collection of patient-reported outcome measures.
• SPoA: Automated referral management and appropriate clinical triage
• Validation: Automated review and clinical assessment of waiting patients
• Regulatory: Registered Medical Device, UKCA marked
• Patient interaction: Through natural language conversations

Benefits

• Equality of care: Increase access to healthcare
• Clinical Outcomes: Improving patient-reported outcomes via structured data collection.
• Efficiency: Reducing staff fatigue from repetitive appointments, reducing late cancellations.
• Clinical Appropriateness: Ensure that waiting patients have appropriate clinical need
• Efficiency: Directing patients to the most appropriate service at pace
• Clinical consistency: Consistent and standardised patient interactions

• Education pricing 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@ufonia.com. Tell them what format you need. It will help if you say what assistive technology you use.

Framework

G-Cloud 15

Service ID

990509183068056

Contact

Commercial Team
+44 1865 649881
info@ufonia.com

About your service

• Service categories:

  Application Development and Deployment

  AI platforms

  AI life cycle

  • Trustworthy AI Software

  AI software services

  • Conversational AI Software Services
• Multi cloud support: Yes

Service scope

• Software add-on or extension: No
• Cloud deployment model: Public cloud
• Service constraints: None
• System requirements:
  • Optional HL7v2 messaging integration via public internet
  • Optional FHIR integration

User support

• Email or online ticketing support: Yes
• Support response times: Within 2 working days for routine queries. Phone options for more urgent queries.
• User can manage status and priority of support tickets: No
• Phone support: Yes
• Phone support availability: 9 to 5 (UK time), Monday to Friday
• Web chat support: No
• Onsite support: Yes
• Support levels: SLAs are included in the contract. We provide online support during 9am - 5pm in weekdays.
• Support available to third parties: No

Onboarding and offboarding

• Getting started: The onboarding experience is broadly arranged into 4 main stages; - engaging the team ; - obtaining approvals (info governance, clinical safety etc); - set up methods of information exchange ; - training, go live & hyperacute support; ; Ufonia has a dedicated space to support teams with access to resources to assist with data protection impact assessments, clinical risk management, and accreditations.; ; Teams are provided with a dedicated implementation specialist and have hyperacute support during go live as well as a customer success account manager to support with any ongoing transformation to ensure ROI.
• Service documentation: Yes
• Documentation formats:
  • PDF
  • Other
• Other documentation formats: Hyperlinks to online resources
• End-of-contract data extraction: Users can request a data export which is provided in an appropriate, well-known format.
• End-of-contract process: TODO
• Documentation accessibility standard: None or don’t know
• How the documentation is accessible: N/A

Using the service

• Web browser interface: No
• Application to install: No
• Designed for use on mobile devices: Yes
• Differences between the mobile and desktop service: Dora is a digital voice service.
• Service interface: Yes
• User support accessibility: None or don’t know
• Description of service interface: The interface is via voice call. Clinicians receive reports/documents.
• Accessibility standards: None or don’t know
• Description of accessibility: Anyone who can use a phone can access our service.
• Accessibility testing: N/A
• API: Yes
• What users can and can't do using the API: HL7v2 messaging interface over the public internet. This supports bidirectional data exchange to automate Dora call scheduling and clinical outcome return into the EHR.
• API documentation: Yes
• API documentation formats: PDF
• API sandbox or test environment: Yes
• Customisation available: No

Scaling

• Independence of resources: We closely monitor application performance to guarantee capacity and have per-customer limits to ensure the application remains available for everyone.

Analytics

• Service usage metrics: Yes
• Metrics types: Customer satisfaction, work load volume and efficiency
• Reporting types: Reports on request
• Resource tagging: Yes
• FOCUS resource tagging: No

Resellers

• Supplier type: Not a reseller

Staff security

• Staff security clearance: Other security clearance
• Government security clearance: None

Asset protection

• Knowledge of data storage and processing locations: Yes
• Data storage and processing locations: European Economic Area (EEA)
• User control over data storage and processing locations: No
• Datacentre security standards: Supplier-defined controls
• Penetration testing frequency: At least once a year
• Penetration testing approach: ‘IT Health Check’ performed by a CREST-approved service provider
• Protecting data at rest:
  • Physical access control, complying with another standard
  • Encryption of all physical media
• Data sanitisation process: Yes
• Equipment disposal approach: Complying with a recognised standard, for example CSA CCM v4.0, CAS (Sanitisation) or ISO/IEC 27001
• Data sanitisation type: Deleted data can’t be directly accessed / Cryptographic Erasure

Data importing and exporting

• Data export approach: Request can be sent to our support email.
• 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)
  • IPsec or TLS VPN gateway
• Data protection within supplier network: TLS (version 1.2 or above)

Availability and resilience

• Guaranteed availability: Customers maybe qualified for credits, subject to contractual terms.
• Approach to resilience: Available on request
• Outage reporting: Email alerts

Identity and authentication

• User authentication needed: Yes
• User authentication:
  • Multi-Factor Authentication (MFA)
  • Identity federation with existing provider (for example Google Apps)
• Access restrictions in management interfaces and support channels: Internal access is granted on a need-to-know basis, and requires multi-factor authentication and strong passwords. We enforce role-based access.
• 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)

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: Between 6 months and 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: Ufonia takes a risk-based, secure-by-design approach to security governance aligned with the UK Software Security Code of Practice, following Cyber Essentials Plus and NHS DSPT. Security accountability sits with our CTO and is supported by documented security policies and procedures. We maintain a security risk register reviewed in monthly governance meetings. Security is embedded in delivery through secure engineering standards, including automated vulnerability/dependency scanning and continuous monitoring. We conduct annual independent penetration tests and tabletop incident response exercises. Access is controlled through least privilege and MFA, with onboarding/offboarding checklists and access tracking. Supplier assurance aligns with ISO 13485.
• Information security policies and processes: Ufonia follows a documented set of information security policies and supporting processes aligned to the UK Software Security Code of Practice and NHS DSPT expectations. Our policies cover access control (least privilege, MFA), password management, acceptable use, asset management, secure development, vulnerability and patch management, logging and monitoring, incident response, data protection, supplier assurance and business continuity.; ; We ensure policies are being followed through regular training and spot checks, with the CTO holding ultimate security responsibility.
• Software Security Code of Practice: Yes

Operational security

• Configuration and change management standard: Supplier-defined controls
• Configuration and change management approach: Changes to user configuration are recorded and audited. Changes to application components are tracked using version control, with automatic security scans for new/existing vulnerabilities. Findings are automatically raised with the engineering team.
• Vulnerability management type: Supplier-defined controls
• Vulnerability management approach: We automatically scan our application code, cloud configuration, and running containers, classifying vulnerabilities as critical/high/medium/low. We assess these in the context of our application, and then either record why they don't apply to us, or schedule patch deployment. ; ; Critical patches are deployed within 7 days, high within 14 days, and medium/low as part of our software development lifecycle. ; ; We use a vulnerability management platform which collates multiple vulnerability databases.
• Protective monitoring type: Supplier-defined controls
• Protective monitoring approach: Ufonia makes use of built-in vendor monitoring services, as well as regular vulnerability scanning of assets. We have automated external and internal scanning, and capture audit logs of system and data access. ; ; Threats are recorded and evaluated for likelihood and severity, which then determine the response timeline based on the threat level. ; ; Active security incidents are responded to as soon as we become aware, with disclosed vulnerabilities in our assets being addressed according to our agreed timelines (7 days for critical, 14 for high).
• Incident management type: Supplier-defined controls
• Incident management approach: Ufonia has developed an incident management process inline with ISO 13485, with regular table-top exercises to test our readiness.; ; Users can report incidents via email.
• Post-quantum cryptography secure: No

Secure development

• Approach to secure software development best practice: Conforms to a recognised standard, but self-assessed

Public sector networks

• Connection to public sector networks: No

Pricing

• Discount for educational organisations: Yes
• 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: 0%
• Between £500,001 and £1,000,000: 0%
• Between £1,000,001 and £2,500,000: 0%
• Between £2,500,001 and £5,000,000: 0%
• Over £5,000,001: 0%

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: 4d2a2f5b-6b99-4ea2-9d68-93b7877ece4f
• Cyber essentials plus: Yes
• Please provide your Cyber Essentials Plus Certificate Number: 2ffa704e-42bc-4f1f-9c46-e747a41c9e40
• 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 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
    • 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
    • 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
    • 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
    • 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
    • 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

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

    • Understanding of the types of businesses in the market and the level of participation by new businesses, entrepreneurs, start-ups, SMEs, VCSEs and mutuals
    • Understanding of local demographics, needs and opportunities for the co-design of the goods, services and works to be delivered under the contract
    • Measures to involve local stakeholders and/or users in design (e.g. in the design of services, systems, products or buildings)

  • Mission: Make Britain a clean energy superpower: To cut bills, create jobs and deliver security with cheaper, zero-carbon electricity by 2030, accelerating to net zero

    Policy Outcome 4: Sustainable procurement practices: Reducing carbon footprints, minimising waste, and promoting the use of clean energy and green technologies.

    • Understanding of opportunities for additional environmental benefits delivery in the performance of the contract, including working towards net zero carbon emissions and use of clean energy and green technologies
    • Delivery of additional environmental benefits through the performance of the contract, including working towards net zero carbon emissions and use of clean energy and green technologies
    • Understanding of how to influence staff, suppliers, customers, communities and/or any other appropriate stakeholders through the delivery of the contract to support climate and nature protection and improvement

  • 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
    • 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
    • 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

  • 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 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 issues relating to entering the contract workforce

  • 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
    • Understanding barriers to access to health and social care services or employment opportunities e.g. digital inclusion

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