MAYDEN HOUSE LIMITED
Mayden Group: Training
Mayden offers specialist cloud support for Mayden Group products, and consultancy to optimise digital health and care solutions. Our expertise spans complex clinical system implementation, secure data migration, bespoke training, and advanced analytics. We provide actionable intelligence and strategic partnership to drive data-led transformation, ensuring measurable clinical and financial impact.
Features
- Bespoke Training: Comprehensive on-site and remote tailored training options
- Acceptance Testing (UAT): Comprehensive support / performance testing before go-live
- Business Change Support: Helping teams transition to new digital processes
- Care Pathways: Expertise in waitlist management, delay reduction, capacity management
- Clinical Transformation: Designing data driven care models through pathway redesign
- Data: Expert system migration and data consultancy for smarter digital-solutions
- Implementation: Rich experience of both standard and enterprise implementations
- Interoperability: Integrations between Mayden Group products and other providers
Benefits
- Expertise: Partner with a trusted and well respected industry provider
- Faster ROI: Efficient implementation accelerates time-to-value for new software
- Future Building: Designing care models which demonstrate measurable improvements
- Operational Resilience: Robust implementation processes to minimise service disruption
- Patient Centred: Emphasis on system access, outcomes and experiences
- User Adoption: Targeted training ensures staff confidence and system engagement
Pricing
Service documents
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 tenders@mayden.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
1 3 2 7 4 0 7 3 9 1 5 9 2 0 6
Contact
MAYDEN HOUSE LIMITED
Tom Scott
Telephone: 01249 701100
Email: tenders@mayden.co.uk
About your service
- Service categories
-
Cloud Support Services
Training
- Basic user - cloud based services
- Super user - Cloud Based Services
- Function/service optimisation skills
- Other
Service scope
- Service constraints
-
Mayden's specialist cloud support and consultancy services are designed to be highly flexible and adaptable to meet customer needs. Our services are comprehensive when assisting with the implementation, migration, training, and optimisation of Mayden Group products.
Our support services do not extend to developing or providing custom, proprietary software solutions outside of our core product portfolio. All services will be delivered using standard Mayden methodologies and professional services roles defined by SFIA rates within this Lot 3 listing. Any dependencies on customer-side resources (e.g., IT access, timely data provision) will be clearly documented in the Project Initiation Document (PID).
User support
- Email or online ticketing support
- Yes
- Support response times
-
Support hours are 9:00 - 17:00 Monday to Friday, with phone lines operated between 08:00 - 18:00 Monday to Friday. Emails may be responded to out of hours, but this is not guaranteed.
Response times to requests vary depending on the nature of the request. All queries will receive an initial response within 2 working days (excluding weekends and bank holidays).
Requests relating to system unavailability will be assessed with an appropriate “Priority Type” assigned. Target day time response is between 1 hour for high priority and 8 hours for low priority.
More information in our service level agreement (SLA). - User can manage status and priority of support tickets
- Yes
- Online ticketing support accessibility
- None or don’t know
- Phone support
- Yes
- Phone support availability
- 9 to 5 (UK time), Monday to Friday
- Web chat support
- No
- Support levels
- Mayden provides a single-tier standard support system for all customers under this Lot 3 Service Definition, focusing on the implementation, optimisation, and integration of the Mayden product suite. The cost of this comprehensive support is generally included within the subscription fees for our Lot 2b SaaS products. Professional services, like bespoke consultancy or complex data migration, are charged separately based on published SFIA day rates. Pricing details are provided in our pricing documentation for Lot 3. Technical Account Management is central to our approach. Every customer is assigned a dedicated Account Manager who serves as the primary point of contact, ensuring an expert understanding of the customer's service objectives and clinical pathways. Support queries are handled by experienced teams with specialist knowledge of our health and care applications and underlying cloud architecture. Our standard support hours are 09:00 to 17:00, Monday to Friday. The initial response target for standard queries is two working days. For high-urgency issues (e.g. system unavailability), response times range from 1 to 8 hours during standard hours, depending on the severity detailed in the Service Level Agreement (SLA).
Resellers
- Supplier type
- Not a reseller
Staff security
- Staff security clearance
- Other security clearance
- Government security clearance
- Baseline Personnel Security Standard (BPSS)
Pricing
- Discount for educational organisations
- No
Chief digital and data roles
| Role level | UK Rate | Offshore Rate |
|---|---|---|
| Chief data officer | £2,500.00 |
Data roles
| Role level | UK Rate | Offshore Rate |
|---|---|---|
| Associate analyst | £1,500.00 | |
| Data analyst | £1,825.00 | |
| Senior data analyst | £2,000.00 |
| Role level | UK Rate | Offshore Rate |
|---|---|---|
| Data engineer | £1,825.00 | |
| Senior data engineer | £2,000.00 |
Product and delivery roles
| Role level | UK Rate | Offshore Rate |
|---|---|---|
| Junior business analyst | £1,500.00 | |
| Business analyst | £1,825.00 | |
| Senior business analyst | £2,000.00 |
| Role level | UK Rate | Offshore Rate |
|---|---|---|
| Associate delivery manager | £1,500.00 | |
| Delivery manager | £1,825.00 | |
| Senior delivery manager | £2,000.00 |
| Role level | UK Rate | Offshore Rate |
|---|---|---|
| Programme delivery manager | £2,000.00 |
Software development roles
| Role level | UK Rate | Offshore Rate |
|---|---|---|
| Junior developer | £1,500.00 | |
| Developer | £1,825.00 | |
| Senior developer | £2,000.00 |
Non-mandatory Standards and certifications
- ISO/IEC 27001 certification
- Yes
- Who accredited the ISO/IEC 27001
- British Standards Institute
- ISO/IEC 27001 accreditation date
- Wednesday 24 July 2024
- What the ISO/IEC 27001 doesn’t cover
- All departments within Mayden are included in the scope of certification. Individual product lines designed by Mayden are not included within the scope of certification.
- ISO 28000:2022 certification
- No
- ISO 9001 certification
- No
- Quality management systems (QMS)
- No
- CSA STAR certification
- No
- PCI certification
- No
- Cyber essentials
- Yes
- Please provide your Cyber Essentials Certificate Number
- 23378551-78ab-441d-bd3b-22999a89b8e1
- Cyber essentials plus
- Yes
- Please provide your Cyber Essentials Plus Certificate Number
- F9be227d-f73f-4495-a1a5-b24fcbfb3b30
- 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
- Payment of more than the National Minimum Wage or National Living Wage (as appropriate) to the contract workforce
-
Service documents
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 tenders@mayden.co.uk.
Tell them what format you need. It will help if you say what assistive technology you use.