EDATT (Enabling Digital Access Through Telephony)

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: Cloud Telephony and website providers.
Cloud deployment model: Hybrid cloud
Service constraints: Service Availability: support is only available Mon-Fri (9am to 5pm).
System requirements: Cloud telephony for the full EDATT package

Cloud website for the full EDATT package

User support

Email or online ticketing support: Email or online ticketing
Support response times: Questions can expect a response within an hour. Service Availability: support is only available Mon-Fri (9am to 5pm).
User can manage status and priority of support tickets: Yes
Online ticketing support accessibility: WCAG 2.1 AA or EN 301 549
Phone support: Yes
Phone support availability: 9 to 5 (UK time), Monday to Friday
Web chat support: Web chat
Web chat support availability: 9 to 5 (UK time), Monday to Friday
Web chat support accessibility standard: WCAG 2.1 AA or EN 301 549
Web chat accessibility testing: Hanley Consulting is committed to ensuring that our web chat support is accessible to all users, including those utilising assistive technologies. We have conducted comprehensive testing of our web chat platform with assistive technology users to ensure compatibility and ease of use. Our testing process involves collaboration with users who rely on various assistive technologies, such as screen readers, speech recognition software, and keyboard-only navigation tools. We engage these participants in our development cycle to provide real-time feedback on accessibility features. During these sessions, we focus on ensuring that our web chat interface is fully compliant with WCAG (Web Content Accessibility Guidelines). Key areas of focus include text readability, voice commands responsiveness, and efficient navigation without the use of a mouse. We also verify that alerts and notifications within the web chat are detectable and comprehensible through screen readers. Feedback from these tests is critically analysed to identify any barriers and implement immediate improvements. Our aim is to provide a web chat experience that is not only functional but also inclusive, allowing all users to communicate effectively with our support team without limitations.
Onsite support: Onsite support
Support levels: At Hanley Consulting, our User Support team is renowned for their exceptional service. We are committed to providing quick, accessible, and client-focused support, ensuring a positive experience for every user. This approach not only resolves client issues efficiently but also serves as a critical feedback loop for ongoing service improvement.

Every Hanley Consulting team member is deeply committed to understanding client needs, achieved through constant training as well as liaising with key stakeholders. These initiatives help our staff gain a practical understanding of how EDATT operates.

Our support is only one level, with all customers receiving our excellent support included in the cost of EDATT; each query is meticulously handled by a specialised team member from inception to resolution, reflecting our commitment to excellence in customer service.
Support available to third parties: Yes

Onboarding and offboarding

Getting started: At Hanley Consulting, we offer our EDATT chatbot as a versatile, white-label product that can be seamlessly integrated into any company's website. To ensure that companies can effectively deploy EDATT and customise it to meet their specific needs, we provide comprehensive bespoke support for easy onboarding.

All customers have a dedicated account manager who will begin the onboarding with an introductory meeting (remote or in person). The account manager is present throughout not just the onboarding but the entirety of the contract. Technical specialists are also available at all times to help with integration, as well as clinical specialists for healthcare providers, and implementation managers.

EDATT has been designed from the ground up to not require any training for users before they start benefiting from the product, although we do offer bespoke training sessions, both in person and remote, to work with your teams in a way that suits them, and we also provide a library of resources available online.
Service documentation: Yes
Documentation formats: HTML

PDF
End-of-contract data extraction: When the contract ends users or user organisations can request an end-of-contract extract of the data held by Hanley Health Ltd. related to their use of the platform by contacting their account manager. This is available in multiple formats including CSV or PDF.
End-of-contract process: The notice period required is 90 days. Should notice not be served the agreement will auto-renew for a further term. Access to the EDATT chatbot, dashboard and related materials will end at the end of the contract.

Using the service

Web browser interface: Yes
Supported browsers: Internet Explorer 11

Microsoft Edge

Firefox

Chrome

Safari

Opera
Application to install: No
Designed for use on mobile devices: Yes
Differences between the mobile and desktop service: EDATT is designed with various screen sizes in mind and is fully responsive, changing according to the device on which it is being viewed. The chatbot itself also detects the device on which it is being used and adjusts the users journey through the chat accordingly in order to ensure they have the best experience possible with the EDATT chatbot.
Service interface: Yes
User support accessibility: WCAG 2.1 AA or EN 301 549
Description of service interface: Hanley Consulting's EDATT chatbot features a user-friendly interface that is embedded directly within webpages. This interface is designed to be interactive and straightforward, allowing users to easily communicate with EDATT through typed input and selecting pre-programmed answers. The chatbot responds dynamically, guiding users to the appropriate digital tools based on their inquiries. Its clean and intuitive design ensures that users of all technical skill levels can navigate and utilise the features without confusion. EDATT's interface focuses on accessibility, ensuring that help is just a few clicks away, thereby enhancing user engagement and satisfaction by providing quick and relevant assistance.
Accessibility standards: WCAG 2.1 AA or EN 301 549
Accessibility testing: We are committed to ensuring that our EDATT chatbot is accessible to all users, including those using assistive technologies. To achieve this, we have conducted extensive interface testing with a diverse group of users, specifically focusing on compatibility with various assistive tools such as screen readers, speech recognition software, and keyboard-only navigation systems.

During these testing sessions, we collaborated with participants who regularly use assistive technology to navigate digital platforms. Their feedback was instrumental in identifying and addressing potential barriers within the EDATT interface. We ensured accessible navigation pathways that are easily interpretable by screen readers.

Adjustments were made to the chatbot’s response timings and interactive elements to accommodate different interaction speeds and styles, ensuring that users with motor impairments or cognitive disabilities could also use our service effectively. Users are also asked for their level of digital literacy and their journey adjusted accordingly.

The outcome of these testing phases has been rigorously documented, and continuous updates are made based on ongoing feedback from our assistive technology user community. This approach not only helps in refining the user experience but also aligns with our commitment to inclusivity and digital accessibility standards.
API: No
Customisation available: Yes
Description of customisation: The service is fully bespoke and Hanley Health Ltd work with all buyers to design the product. The pathways are designed in collaboration with the buyers and provide access to the user's specific digital tools/tech stack. The chatbot is white-labelled so that customers can brand the chatbot according to their brandbook to ensure continuity.

Scaling

Independence of resources: Our technology stack is set up to auto-scale as demand requires with no overhead. We achieve this through running our applications with auto-scaling based on utilisation, and our databases are placed in an elastic pool which allows them to comfortably cope with demand surges.

Analytics

Service usage metrics: Yes
Metrics types: We provide an EDATT dashboard—a specialised platform designed to track, analyse, and manage data related to your EDATT chatbot. Tailored specifically for your organisation, this dashboard offers insights such as, but not limited to, chat volume, chat activity by time, device used to access chatbot, NHS App uptake (if a GP practice), community signposting, and telephony stats, empowering you with the real-time information to optimise your operations and internal processes.
Reporting types: Real-time dashboards

Regular reports

Reports on request

Resellers

Supplier type: Not a reseller

Staff security

Staff security clearance: Conforms to BS7858:2019
Government security clearance: Up to Developed Vetting (DV)

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: ‘IT Health Check’ performed by a Tigerscheme qualified provider or a CREST-approved service provider
Protecting data at rest: Physical access control, complying with another standard

Encryption of all physical media

Scale, obfuscating techniques, or data storage sharding
Data sanitisation process: Yes
Data sanitisation type: Deleted data can’t be directly accessed
Equipment disposal approach: Complying with a recognised standard, for example CSA CCM v.30, CAS (Sanitisation) or ISO/IEC 27001

Data importing and exporting

Data export approach: If an organisation, user or patient requests a Documented Data Extract, we will provide a structured JSON file with every piece of Data we hold about them.

We provide access to a dashboard to measure metrics to the customers. This data can also be requested and provided in CSV and PDF format depending on the data in question.
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: We guarantee maximum availability by ensuring planned and unplanned downtime is minimised. We do this by carrying out rigorous testing before our products are released.

This includes software passing Unit testing, then Integration testing, followed by User Acceptance testing. We also do regular penetration testing of all products with a Cyber Security Consultancy. Continuous build integrations incorporate testing automation into the software build and distribution processes. We also use cloud infrastructure to ensure we can respond as quickly as possible in the event of downtime.

Our product ethos is to have no downtime or maintenance scheduled because our solution maintenance is ongoing. We believe that scheduled periods of unavailability to perform solution maintenance is outmoded.

As a result of this, our average availability to date is 99.9% and our 3 month average for availability is 99.98%.

No refund scheme is currently in place.
Approach to resilience: EDATT, our advanced chatbot solution, is currently operational and has undergone extensive testing to ensure its reliability and effectiveness. As part of Hanley Consulting's commitment to continuous improvement, each new version of EDATT is rigorously tested before being deployed. Our testing protocol is comprehensive and robust, adhering to the principle that no update is released unless it has successfully passed all testing phases. This includes unit testing to check individual components, integration testing to ensure components work together seamlessly, user acceptance testing to confirm the system meets client needs, and load testing to verify system performance under stress. In addition to these tests, we conduct regular penetration testing with a specialised cybersecurity consultancy to strengthen our defences against potential cyber threats. Our development process employs agile methodologies, utilising the Scrum framework to facilitate rapid and adaptive response to change. Each development sprint concludes with a retrospective session, allowing our team to reflect on the testing processes and identify areas for further enhancement. Furthermore, EDATT is hosted on Microsoft Azure, a leading cloud platform known for its robust security features and extensive compliance certifications, ensuring that our service remains secure and reliable at all times.
Outage reporting: EDATT's status page, accessible to all clients, is maintained with real-time updates by our DevOps team. This page provides immediate information on current or past incidents and can be consulted to verify any known issues before reaching out to our support team.

Should any issues arise that affect system availability, our User Support and Communications Teams promptly communicate these incidents through our Help Centre, website, and social media channels. In the rare case that EDATT becomes unavailable, users are encouraged to contact our Support Team directly for technical assistance and guidance. This proactive communication strategy ensures that all users are well-informed and supported, minimising disruption and enhancing user experience.

Identity and authentication

User authentication needed: Yes
User authentication: 2-factor authentication

Username or password
Access restrictions in management interfaces and support channels: User authentication is critical for securing our service and ensuring access is restricted to authorised users only. We utilise Azure Active Directory (AAD) for comprehensive identity management, incorporating multi-factor authentication (MFA), conditional access, and Single Sign-On (SSO) capabilities. We also enforce MFA, combining passwords, device verification, and biometrics for enhanced security. Role-Based Access Control (RBAC) is implemented to align resource access with user roles, reducing risk. Additionally, we use OAuth 2.0 and OpenID Connect for secure, delegated access and diligently maintain audit logs to monitor and respond to access attempts, ensuring robust security and compliance.
Access restriction testing frequency: At least once a year
Management access authentication: 2-factor authentication

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

Standards and certifications

ISO/IEC 27001 certification: No
ISO 28000:2007 certification: No
CSA STAR certification: No
PCI certification: No
Cyber essentials: Yes
Cyber essentials plus: No
Other security certifications: Yes
Any other security certifications: NHS Data Security and Protection Toolkit assurance (ODS code 8JT17)

Cyber Essentials

Fully compliant with DCB0129

ISO 27001 (accreditation in progress)

Security governance

Named board-level person responsible for service security: Yes
Security governance certified: Yes
Security governance standards: Other
Other security governance standards: EDATT follows stringent information security practices aligned with ISO 27001 (certification in process), NHS Digital standards, and Cyber Essentials.
Information security policies and processes: EDATT upholds a robust policy framework that complies with premier information security and governance standards, including ISO 27001 (certification in progress), NHS Digital (DCB0129, ODS code 8JT17), the NHS DSP Toolkit, the UK National Cyber Security Centre, and Cyber Essentials Plus. Our seasoned Chief Information Security Officer (CISO), who reports directly to the CEO and manages information security policies, processes, monitoring and reporting.

Our security measures are comprehensive and include regular penetration testing conducted by an external provider, a secure coding policy that integrates privacy and security from the outset of product development, and thorough Data Protection Impact Assessments for all new products and data sharing practices. EDATT's servers are securely hosted in the London Microsoft Azure Data Centre, ensuring that all data is encrypted both in transit and at rest.

In addition, we maintain a stringent onboarding and continuous awareness program. Every employee undergoes initial and ongoing training on our security policies at least every six months to a year, tailored to their specific roles, to ensure consistent adherence to our high standards of information security.

Operational security

Configuration and change management standard: Supplier-defined controls
Configuration and change management approach: At Hanley Consulting, all EDATT development undergoes rigorous testing, including a pull request process where peers review feature code before merging into the master branch. Our continuous integration setup automates testing during build and distribution, and we implement dependency scanning to avoid vulnerable dependencies. Regular penetration tests evaluate our products for security risks. Additionally, we use infrastructure as code in our cloud environment, ensuring that all these security controls extend to infrastructure changes as well.
Vulnerability management type: Supplier-defined controls
Vulnerability management approach: At Hanley Consulting, we conduct regular penetration testing for EDATT and have automated dependency scanning within our development pipeline. We also perform automated monthly vulnerability scans on our infrastructure and applications. As dictated by our vulnerability management policy, vulnerabilities identified as high or critical risk are addressed within two weeks.

Our cloud environment and updates to the chatbot are automated, ensuring they always run the latest, secure versions. We gather threat intelligence from RSS feeds and national bodies.
Protective monitoring type: Supplier-defined controls
Protective monitoring approach: At Hanley Consulting, our EDATT environments employ rigorous malware scanning. New user-uploaded files are immediately scanned—safe files are made accessible, while suspicious ones are quarantined. Additionally, we leverage continuous scanning services provided by Microsoft Azure. We're currently enhancing these measures to detect vulnerabilities more swiftly.

Our internal processes ensure that any security incident is reported and addressed promptly by the internal information security officer, in tandem with the development teams.
Incident management type: Supplier-defined controls
Incident management approach: Users can report incidents directly to Hanley Consulting through EDATT's live chat feature on our website or by emailing our support function, or emailing your dedicated account manager. In the event of an incident, we utilise all user-facing channels to receive reports and provide status updates. All incidents are documented in our incident management platform which records details, actions taken, and current status. Upon request, we provide detailed incident reports to ensure transparency and accountability.

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

Social Value

Fighting climate change
Covid-19 recovery
Tackling economic inequality
Equal opportunity
Wellbeing

Fighting climate change

Hanley Consulting is dedicated to using our EDATT chatbot to combat climate change, aligning with the social value themes of PPN 06/20. Our strategy emphasises reducing carbon footprints, promoting sustainability, and enabling our clients to adopt more environmentally friendly practices. By leveraging cloud-based solutions like EDATT, we minimise the need for physical infrastructure, which significantly lowers energy consumption and reduces carbon emissions from maintaining numerous data centres and office-based telecommunication systems. Incorporating EDATT also supports remote work capabilities, reducing the need for commuting and thus decreasing transportation-related emissions. This shift not only aids in environmental conservation but also promotes a healthier work-life balance, ultimately reducing societal carbon footprints. Additionally, we use EDATT to help clients optimise their communication pathways and call patterns through advanced analytics, enhancing operational efficiency and resource conservation by minimising unnecessary communications and streamlining processes. Furthermore, Hanley Consulting commits to sustainable corporate practices, choosing green technologies and suppliers whenever possible and implementing policies to minimise waste and energy use within our operations. Through these efforts, we help our clients develop more sustainable business models and demonstrate the potential of IT services to contribute to global environmental efforts. By integrating these environmental considerations into our service provision, EDATT not only supports our clients’ operational needs but also ensures a positive impact on the planet, meeting the objectives of PPN 06/20 and fostering broader sustainable development.

Covid-19 recovery

Hanley Consulting is dedicated to supporting COVID-19 recovery through our EDATT chatbot, aligning with the social value themes of PPN 06/20. Our cloud-based service is specifically designed to enhance communication resilience and operational continuity, crucial for public sector organisations navigating the post-pandemic landscape. EDATT facilitates seamless remote interactions, enabling organisations to maintain robust communication without the need for physical presence. This is particularly valuable in reducing office density and supporting adherence to ongoing social distancing measures, thereby ensuring employee safety and wellbeing. By empowering remote work, EDATT helps public sector entities minimise disruption to their services, a critical factor in maintaining public trust and service delivery during recovery phases. Moreover, EDATT democratises access to advanced digital tools. Our comprehensive training programs are tailored to equip all levels of staff with the skills needed to effectively utilise our chatbot, promoting technological inclusiveness and ensuring that no employee is left behind in the shift towards digital operations. This approach is essential for fostering an inclusive recovery from the pandemic, particularly in enhancing the capabilities of public sector workforces. We also provide ongoing support and detailed analytics to help organisations optimise their communication strategies, further improving service efficiency and responsiveness. This support is crucial for public sector entities looking to streamline operations and enhance user engagement during the recovery process. Through these initiatives, Hanley Consulting not only aids in the immediate recovery from the disruptions caused by the pandemic but also strengthens the long-term resilience and adaptability of public services. Our commitment to these outcomes aligns with the objectives of PPN 06/20, offering significant social value in the context of G-Cloud procurement and contributing to a sustainable and equitable recovery for all.

Tackling economic inequality

Hanley Consulting's EDATT chatbot is a pivotal tool in our commitment to tackling economic inequality, aligning with the social value themes of PPN 06/20. Our cloud-based chatbot service is designed to enhance access to digital resources across various socio-economic sectors, thereby reducing disparities in technological access and capability. EDATT makes advanced digital communication tools accessible to users that traditionally face barriers due to resource limitations, EDATT enables these users to leverage technology that was previously out of reach, helping to level the playing field and foster inclusivity. We are dedicated to empowering all users, regardless of their economic background or technical proficiency. Our comprehensive training programs ensure that everyone can effectively utilise EDATT, enhancing digital literacy and employability across the workforce. This not only boosts individual and organisational productivity but also contributes to broader economic development by integrating more people into the digital economy. Furthermore, our ongoing support and pathway design services help organisations optimise their operational efficiency. This support reduces costs and improves service delivery, crucial for entities operating under financial constraints. By providing these services, Hanley Consulting aids in building a more resilient and inclusive economy. Additionally, we actively participate in community initiatives and partnerships with educational institutions to offer internships and training opportunities. These programs are particularly focused on underprivileged communities, aiming to build a diverse talent pipeline in the technology sector and promote upward social mobility. Through EDATT and our comprehensive support services, Hanley Consulting not only adheres to the criteria set forth by PPN 06/20 but also plays a significant role in addressing economic inequality through strategic use of technology. This commitment ensures that our G-Cloud service provision delivers substantial social value, aiding in the economic recovery and growth of diverse communities

Equal opportunity

At Hanley Consulting, our commitment to promoting equal opportunity is exemplified through our deployment of the EDATT chatbot as part of our G-Cloud service offering. This aligns with the social value themes of PPN 06/20, particularly in creating an inclusive digital environment that supports diversity and equality. Our organisation maintains a gender-balanced workforce with a 50/50 male-to-female ratio and is led by a female owner, reflecting our dedication to fostering an equitable workplace. We extend this commitment to our services, ensuring that EDATT is designed to be accessible and user-friendly, enabling all users to benefit from its capabilities regardless of their digital literacy or access. EDATT is instrumental in providing equal opportunities for professional growth and development. Through our comprehensive training programs, we ensure that all users, especially those from underrepresented groups, have the skills and confidence to utilise digital tools effectively. This empowerment through technology plays a crucial role in levelling the playing field and opening up new opportunities for advancement. We actively engage with diverse communities and stakeholders to ensure our services meet a wide range of needs and support inclusivity. This includes tailoring our chatbot to be usable by individuals with disabilities, featuring compatibility with assistive technologies and adherence to accessibility standards. In addition, Hanley Consulting’s involvement in community initiatives and partnerships highlights our commitment to promoting equal opportunities beyond our immediate business practices. We collaborate with organisations that support women in technology, provide internships and career opportunities to individuals from diverse backgrounds, and participate in programs aimed at reducing digital divide. By integrating these practices into our G-Cloud service provision, Hanley Consulting not only meets but champions the principles of equal opportunity. Our approach ensures that all sectors of society can benefit from our technological advancements, thus supporting the broader goals of social equity and inclusion.

Wellbeing

At Hanley Consulting, our commitment to promoting well-being is embodied in our EDATT chatbot, designed to align with the social value themes of PPN 06/20. EDATT enhances communication efficiencies, facilitating a healthier and more balanced work environment, particularly for public sector employees. By enabling seamless digital communication, EDATT supports flexible work arrangements that accommodate personal schedules, greatly improving work-life balance. This flexibility helps reduce commute times and increases adaptability in work settings, which are vital for mental and physical well-being. The user-friendly design of the EDATT chatbot minimises the learning curve and reduces stress associated with adopting new technologies. We ensure comprehensive training and ongoing support for all users, enhancing comfort and satisfaction with the technology. Furthermore, EDATT promotes inclusivity by being accessible to users with disabilities, complying with the latest accessibility standards. This commitment to inclusivity not only supports physical well-being but also fosters a community sense, enhancing psychological health. To gauge the impact of EDATT on employee well-being, Hanley Consulting actively seeks regular feedback and conducts well-being surveys. This feedback informs continuous improvements to our services, ensuring they meet user needs effectively. By integrating considerations of well-being into our service delivery, Hanley Consulting ensures that our G-Cloud offering contributes significantly to the health and satisfaction of client workforces. Our proactive approach to enhancing well-being through technology positions us as a forward-thinking provider within the G-Cloud framework, dedicated to fostering a healthier, more productive public sector.

Pricing

Price: £0.24 a unit a year
Discount for educational organisations: No
Free trial available: Yes
Description of free trial: Our free trial is for GP practices in the UK for 30 days and includes:

NHS App Registration
NHS App Pathways
NHS App Record Access (Full record Access request form, Proxy Access request form, Update my details form)
Automated navigation to your Online Consultation tool / Triage tool
Q&A section
Link to free trial: https://www.edatt.io/

EDATT (Enabling Digital Access Through Telephony)

Features

Benefits

Service documents

Framework

Service ID

Contact

Service scope

User support

Onboarding and offboarding

Using the service

Scaling

Analytics

Resellers

Staff security

Asset protection

Data importing and exporting

Data-in-transit protection

Availability and resilience

Identity and authentication

Audit information for users

Standards and certifications

Security governance

Operational security

Secure development

Public sector networks

Pricing

Service documents

Cookies on Digital Marketplace

EDATT (Enabling Digital Access Through Telephony)

Features

Benefits

Pricing

Service documents

Framework

Service ID

Contact

Service scope

User support

Onboarding and offboarding

Using the service

Scaling

Analytics

Resellers

Staff security

Asset protection

Data importing and exporting

Data-in-transit protection

Availability and resilience

Identity and authentication

Audit information for users

Standards and certifications

Security governance

Operational security

Secure development

Public sector networks

Social Value

Pricing

Service documents