RLDatix

DatixCloudIQ

DatixCloudIQ (DCIQ) is a web-based Software-as-a-Service (SaaS) solution designed for healthcare governance, risk, and compliance (GRC). It provides a centralised platform for capturing and analysing risks to improve patient safety and organisational quality.

Features

• Incident Management: Efficiently capture, near misses, and unsafe conditions
• Investigations: Systematically investigate events to uncover organisational learnings
• Risk Management: Efficiently capture/monitor risks, controls and assurances
• Safety Learnings: Disseminates lessons-learned and best-practices through a community hub.
• Safety Alerting: Cascade safety actions and track safety improvement initiatives
• Patient Feedback: Manages grievances, patient voices, and identifies disruptive behaviour.
• Mortality Review: Consolidates retrospective death reviews to identify systemic improvements.
• Insights/Analytics: Uses real-time dashboards for monitoring trends and risks.
• Fully compatible with NHS England’s Learning from Patient Safety Events

Benefits

• Keep patients safe through access to data, preventing adverse events
• Understand the causes of adverse events
• Capture incidents and patient feedback
• Analyse your data to understand problems and devise improvement strategies.
• Support your clinical workforce by driving a culture of safety
• Streamline and improve your systems and processes
• Combine risk management and mitigation
• Drive a higher reporting culture across your organisation
• Complete root cause analysis on risks and incidents highlighting improvements.
• Compliant with regulatory and external body requirements.

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

Framework

G-Cloud 15

Service ID

144884631471733

Contact

UK Sales
+44 (0)20 7355 5555
Bid.Manager@rldatix.com

About your service

• Service categories:

  Applications

  Production and operations

  Service industry and public sector operations

  • Healthcare
• Multi cloud support: No

Service scope

• Software add-on or extension: No
• Cloud deployment model: Private cloud
• Service constraints: DatixCloudIQ has been designed to provide limited downtime and therefore upgrades and maintenance windows will be heavily reduced. Customers will be duly notified if a maintenance window is to be scheduled which causes downtime. It is advised that the preferred method of access would be to connect to Active Directory which will then require up keep from the local IT team. This is to ensure absolute security of who can access the DatixCloudIQ Services, but local registration is possible without the need to access the Active Directory.
• System requirements:
  • Internet access
  • Compliant web-browser

User support

• Email or online ticketing support: Yes
• Support response times: Initial Response Times:; • Severity 1 Critical = Within 1 business hour of receipt of reported issue by phone or ticket.; • Severity 2 High = Within 1 business day of receipt of reported issue by ticket; • Severity 3 Medium = Within 3 business days of receipt of reported issue by ticket; • severity 4 Low = Within 5 business days of receipt of reported issue by ticket
• 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
• Onsite support: No
• Support levels: Please refer to the Terms and Conditions attached to this service. Typically, as an RLDatix product, RLDatix have a single support level for all customers, defined in the RLDatix Service Level Agreement. The cost of this is incorporated in the annual charge. The Service Desk is the customers primary contact for technical help in the event of the customer encounters any faults in the licenced programmes that prevent it running as intended. It is also available to customers who require quick fixes or how to help in the event of a gap in knowledge. Success Plans can be purchased to provide additional administration support.
• Support available to third parties: No

Onboarding and offboarding

• Getting started: The RLDatix suite of projects delivers benefits rather than a software-driven programme for the organisation. Central to this is the EQUIP Business Transformation model, a structured framework enabling sustainable change and measurable outcomes. EQUIP engagements include:; • A clear case for change and agreed scope (Evaluate); • Quantified benefits statements (Quantify); • A structured implementation plan with governance checkpoints (Understand & Implement); • A continuous improvement framework underpinned by reporting and data (Protect & Sustain); Together, RLDatix training and EQUIP transformation ensure meaningful, measurable, and sustained improvements. RLDatix provides an implementation service which includes consultancy for system customisation in line with customers unique requirements; super user training for system modules, searching and reporting and administration training for post go live systems. All training is carried out with the use of coursework books. Online and offline user help files are available within the software itself. Our implementation team supports a period of user acceptance testing at implementation and handholds the customer for a 3 month period after 'go-live' before RLDatix support desk and Customer Success take over Business as Usual.
• Service documentation: Yes
• Documentation formats:
  • HTML
  • PDF
• End-of-contract data extraction: The user will generate a report in the system which will then extract all data from the system into a CSV file. This will take some time to download and does not include the linked attachments to individual records.
• End-of-contract process: The user is notified that their contract is near expiry typically 3-6 months before this date. A new contract will be negotiated. If they do not wish to renew their contract they can be offered a 1 user legacy license to their data (additional charge may apply) or the data can be exported prior to this data typically this would be a CSV format to be installed in another system if required or finally the data will be destroyed. If assistance is required to extract data from the system (outside of the tools provided within the software to do so), an additional charge may apply.
• Documentation accessibility standard: WCAG 2.2 A

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: Core DatixCloudIQ functionality, i.e., incident reporting forms, can be accessed on mobile via QR code.
• Service interface: Yes
• User support accessibility: None or don’t know
• Description of service interface: DatixCloudIQ offers a mix of REST and GraphQL APIs to cover many core application functions.
• Accessibility standards: None or don’t know
• Description of accessibility: All field functions are designed to guide the user through the text and media.
• Accessibility testing: No direct testing done.
• API: Yes
• What users can and can't do using the API: Services may be added and/or deleted via API; amendments are not currently supported by API.
• API documentation: Yes
• API documentation formats: PDF
• API sandbox or test environment: Yes
• Customisation available: Yes
• Description of customisation: Within the application the fields, form designs, coding, question types, templates, workflows, reports, triggers, alerts can all be customised to provide organisations with a system that works for them.; ; All customisations to the system can be managed by the organisation through a local admin, it is also possible to use RLDatix consultants and their expertise to provide any changes or improvements where necessary.

Scaling

• Independence of resources: We minimise “noisy neighbour” impact through continuous performance monitoring and elastic scaling. We continuously monitor service performance (e.g., system load, response times, resource utilisation) using automated monitoring and alerting, as well as ongoing checks and trend analysis to spot degradation early. Capacity management is ongoing and we maintain headroom so that performance remains stable during peak demand. Additionally, the platform uses an elastic architecture so it can scale dynamically as demand changes. If increased load causes customer performance metrics to deteriorate, we can provision additional system capacity on demand to restore performance.

Analytics

• Service usage metrics: Yes
• Metrics types: Service metrics include, Month, Date logged, Call Number, Description, status, category, met SLA, Response Dates and Customer contact calls.; ; We also provide an application health check which will utilise our consultants experience to recommend improvements to the system specific to your healthcare setting and use of the system.
• Reporting types:
  • Regular reports
  • Reports on request
• Resource tagging: No
• FOCUS resource tagging: No

Resellers

• Supplier type: Not a reseller

Staff security

• Staff security clearance: Other security clearance
• Government security clearance: Security Clearance (SC)

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 CREST-approved service provider
• Protecting data at rest: Physical access control, complying with CSA CCM v4.0
• 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: Data Erasure

Data importing and exporting

• Data export approach: RLDatix provides customisable reporting tools that allow users to extract their data into Microsoft Excel, CSV format, PDF or XML. Configurations can be exported if required.
• Data export formats:
  • CSV
  • Other
• Other data export formats:
  • PDF
  • Excel
  • XML
  • Delta Sharing Protocol
• Data import formats: Other
• Other data import formats: Documents of any format can be attached to records.

Data-in-transit protection

• Data protection between buyer and supplier networks:
  • TLS (version 1.2 or above)
  • Other
• Other protection between networks: We use a defence-in-depth strategy across transport, perimeter, access control, and monitoring. Secure access is provided via HTTPS portals, APIs, SFTP/FTPS, and encrypted email (TLS, SMTP relay). Perimeter protection includes AWS WAF and Shield Standard for DDoS and application-layer security. Environments are separated in AWS (VPCs in separate accounts) with centralised routing/egress controls, and AWS Network Firewall securing egress traffic. Production access requires VPN with MFA (and, where relevant, remote desktop-protocols approved by the customer). Our continuous monitoring utilises GuardDuty for suspicious/malicious activity, and centralised logging to detect threats. API access is secured with TLS, WAF, and token-based authentication (JWT).
• Data protection within supplier network:
  • TLS (version 1.2 or above)
  • Other
• Other protection within supplier network: Administrative-Controls; •Documented security policies defining data handling and protection; •Access based on roles and minimum required privilege; •Privileged access management (PAM) for accountability/investigation; •Centralized monitoring/SIEM-correlation with monitoring/response operations to ensure data protection and incident management; ; Technical-Controls; •Production/Non-Production are segmented; security-groups/virtual-firewalls enforce “deny-by-default”, and only required flows are allowed; •Strong authentication and MFA for remote and privileged access; controlled administrative paths are used to access production systems; •Logging of security events and privileged actions for traceability/investigation-support; •TLS/mTLS for internal communications to reduce interception/lateral-movement risk; •AES-256 encryption at rest with centralised key management; •IDS/IPS-style threat detection with cloud-native alerting for suspicious activity

Availability and resilience

• Guaranteed availability: Working in partnership with AWS, RLDatix will be working to have an availability of uptime of 99.5% with the use of the service.
• Approach to resilience: Our service resilience is built in at the hosting, architecture, operations, and recovery layers:; •Geographic/Datacentre Resilience: The service is hosted on AWS in the UK with multiple built-in redundancy measures, using several data centres in different locations to provide geographic resilience and to survive complete datacentre outages. ; •No Single Point of Failure (SPOF) & ‘Self-Healing’ Design: The platform is described as ‘self-healing’ and engineered for redundancy and continuity without an SPOF. ; •Resilient Infrastructure and Network Topology: Cloud environments are within Tier III+ datacentres with virtualised resilient infrastructure and network topology with multiple points of presence. ; •Entrenched Business Continuity and Disaster Recovery: Resilience is governed by our BC/DR Policy/Plan, is ISO27001-aligned, and tested/reviewed annually. ; •24/7 Monitoring & Automatic Failover/Precautions: We operate with 24/7 monitoring and backup procedures, i.e., automatic failover and other precautions.; •High Availability and Low-Maintenance Disruption: The service is designed for 24/7 availability with minimal planned downtime; updates are applied roughly every 4-weeks and, typically, do not require downtime. ; •Defined DR Objectives: In a major disaster requiring DR plan invocation, we use reasonable endeavours to restore the SaaS service within 8 hours (RTO) and recover to a point no more than 24 hours prior to the event (RPO).
• Outage reporting: Service outages are communicated to customers through a publicly accessible dashboard.

Identity and authentication

• User authentication needed: Yes
• User authentication:
  • Identity federation with existing provider (for example Google Apps)
  • Username or password
• Access restrictions in management interfaces and support channels: Access to management and administrative functions is restricted using role-based access control (RBAC). Privileged access is granted only to authorised personnel based on job role and business need, following the principle of least privilege. Administrative access is reviewed and adjusted as responsibilities change.
• Access restriction testing frequency: At least once a year
• Management access authentication:
  • Identity federation with existing provider (for example Google Apps)
  • 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: 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

Security governance

• Named board-level person responsible for service security: Yes
• Security governance certified: Yes
• Security governance standards:
  • CSA CSM version 4.0
  • ISO/IEC 27001
  • Other
• Other security governance standards: In addition to ISO/IEC 27001, our governance/control standards are mapped/aligned to the following other frameworks and requirements:; •ISO 9001 ; •ISO/IEC 27018 ; •NIST SP 800-53 ; •NCSC CAF (UK National Cyber Security Centre Cyber Assessment Framework) ; •Cyber Essentials Plus ; •Essential Eight (ACSC Essential 8) ; •NIS2 ; •GDPR ; •HIPAA ; •NCQA
• Information security policies and processes: • Risk assessment and ongoing risk review (frequency depends on risk score). ; • Define/maintain information security policies & procedures based on risk assessment and best practice. ; • Implement technical and procedural controls (e.g., firewalls/encryption/access controls plus password policies and training). ; • Internal and external audits to validate adherence to policies/procedures. ; • Certification maintenance (e.g., ISO 27001 and Cyber Essentials Plus) as part of continuous improvement. ; • Security awareness & GDPR training annually for all employees (tracked as a metric).
• Software Security Code of Practice: Yes

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: Service components are tracked through their lifecycle using an ITIL-aligned configuration management process. We maintain records of the status, location and configuration of hardware and software and keep those records current through controlled updates via standard change and request management (including reconciliation/validation activities). ; ; Changes are raised and tracked in ServiceNow, where the workflow requires justification, risk/impact assessment, testing and backout plans, scheduling, and closure notes. ; ; Each change is assessed for potential security impact; higher-risk changes require formal authorization/CAB review before implementation.
• Vulnerability management type: Complies with a recognised standard, for example CSA CCM v4.0 or SSAE-18 / ISAE 3402
• Vulnerability management approach: Our vulnerability management process includes regular automated scans, impact assessment, and remediation tracking. We prioritise using CVSS (NIST-aligned), mapping patches to NVD and Microsoft Security Bulletin ratings. Patches are deployed by severity: Critical within 14 days, Important within 30 days, Others within 90 days. For Critical issues (CVSS 9–10), corrective action plans are made within 2 weeks and resolved in 1 month; High issues (CVSS 7–8.9) are planned in 1 month and resolved in 3 months. Verification scans and independent penetration tests ensure remediation, vulnerability-mitigation, and ongoing security, with quarterly service/infrastructure testing.
• Protective monitoring type: Complies with a recognised standard, for example CSA CCM v4.0 or SSAE-18 / ISAE 3402
• Protective monitoring approach: Operationally, this sits within a continuous control framework that is externally accredited/certificated by ISO27001 and ISO9001, with continual internal monitoring and external auditing.
• Incident management type: Complies with a recognised standard, for example, CSA CCM v4.0 or ISO/IEC 27035:2011 or SSAE-18 / ISAE 3402
• Incident management approach: Our incident-management process, guided by our Global-Incident-Management-Policy, includes: identifying and reporting incidents (security, privacy, health/safety), responding with defined roles and escalation steps, immediate reporting of ransomware to the MIRT Team Leader, and clear communication plans for internal/external stakeholders. Where notification is required by law/regulation, we prepare notifications with a dedicated contact, breach description, investigation/remediation steps, data types involved, and notification steps to individuals/authorities/law-enforcement as applicable. Evidence is documented in RLDatix, with technical resolution and risk assessment tracked. Post-incident, we conduct root cause analysis and after-action reviews to drive continuous improvement, submitting reports to the enterprise risk/compliance committee as required.
• Post-quantum cryptography secure: Yes

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: Yes
• Connected networks: Health and Social Care Network (HSCN)

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: 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: Yes
• Who accredited the ISO/IEC 27001: DNV - Business Assurance
• ISO/IEC 27001 accreditation date: Monday 14 October 2013
• What the ISO/IEC 27001 doesn’t cover: The certificate is valid for the following scope:; Design, development, management, support, delivery and availability of the RLDatix software platforms for resource planning and modelling, patient safety and risk management and transport management, transport procurement and specialist call handling solutions. All in accordance with the Statement of Applicability version 2.
• ISO 28000:2022 certification: No
• ISO 9001 certification: Yes
• Who accredited the ISO 9001 certification: DNV - Business Assurance
• ISO 9001 accreditation date: Tuesday 3 October 1995
• What the ISO 9001 doesn’t cover: The certificate is valid for the following scope:; Design, development, implementation and support of application software and provision of associated consultancy and user training for resource planning and modelling, patient safety and risk management and transport management, transport procurement and specialist call handling solutions.
• Quality management systems (QMS): Yes
• CSA STAR certification: No
• PCI certification: No
• Cyber essentials: Yes
• Please provide your Cyber Essentials Certificate Number: 204b74d2-630c-47ae-965b-8abef4ea8e7b
• Cyber essentials plus: Yes
• Please provide your Cyber Essentials Plus Certificate Number: 34d8f76f-14bb-49eb-bf76-de63292b660c
• 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
    • 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
    • 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
    • Means of influencing staff, suppliers, customers, communities and/or any other appropriate stakeholders with respect to modern slavery risks relating to the contract

  • 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

  • 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
    • Collaborative ways of working with the supply chain to deliver additional environmental benefits 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 7: Creating a pipeline of opportunities: For the contract workforce, reducing barriers to entry for under-represented groups.

    • 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
    • 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 Bid.Manager@rldatix.com. Tell them what format you need. It will help if you say what assistive technology you use.