THE NINE SOFTWARE COMPANY LIMITED

ARC-EMS MedTech

Assessment. Response. Control. This is a Software as a Service solution which manages the management, decision making and collaboration of public incident responses. Hosted via cloud, includes responsive design fully customisable form builders and powerful API integration to third party software and hardware alongside mobile offline processing and resync.

Features

• Powerful online and offline working
• Patient record management and category management
• Mobile capabilities via iPad and Android app
• Integration with monitors: Zoll Corpuls
• Integration with reporting
• User access and role/profile management to customise functionality
• Flexible and dynamic form builder for no-code changes
• Activity audit trails and histories
• Backoffice administration and desktop
• Supported in the UK

Benefits

• No storing or handling hard copies and printouts
• Fast electronic provision of data for operational usage
• Faster location of historical information and decisions
• Flexible, scaleable service providing better customer experience
• Reactive and responsive design for use on most devices
• Simple & Intuitive User Interface
• Patient destinations are provided with vitals ahead of arrival

• 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 publicsectorbids@ninesoftware.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

189752620891833

Contact

Andy Walton
07712535956
publicsectorbids@ninesoftware.co.uk

About the service

• Service categories:

  Applications

  Production and operations

  • Other operations

  Service industry and public sector operations

  • Healthcare
  • Public Order and Safety
  • Police
  • Defence
  • Other
• Multi cloud support: No

Service scope

• Software add-on or extension: No
• Cloud deployment model:
  • Public cloud
  • Hybrid cloud
• Service constraints: Support is limited to 9-5 on working week days when English banks are open.
• System requirements:
  • Latest browser version installed
  • Internet access required
  • Apple or Android only for mobile app
  • Current supported versions of Android and iOS for mobile app

User support

• Email or online ticketing support: Yes
• Support response times: Instant logging takes place however the response times are in line with the published SLA.; ; We operate Monday - Friday 9:00 to 17:00 excluding English Bank Holidays; We do not operate a weekend service at present for support.
• User can manage status and priority of support tickets: Yes
• Online ticketing support accessibility: WCAG 2.2 AA
• Phone support: Yes
• Phone support availability: 9 to 5 (UK time), Monday to Friday
• Web chat support: No
• Onsite support: Yes, at extra cost
• Support levels: We provide a single SLA with the solution. This has multiple escalation points and is available on request.
• Support available to third parties: Yes

Onboarding and offboarding

• Getting started: We provide training for the application either on site or by remote technology (as required) this is charged as a Training Cost.; ; The solution is preconfigured for the client ensuring that they are able to use the solution out of the box. We will assist by providing guidance to the customisable areas and boiler plate content that buyers can then use to customise or review internally as they see fit.
• Service documentation: Yes
• Documentation formats:
  • ODF
  • PDF
  • Other
• Other documentation formats:
  • PPT
  • Swagger
• End-of-contract data extraction: Users can obtain the data through the API or we can provision a bespoke extraction for a cost.
• End-of-contract process: The contract allows for the hosted service whilst in contract. The client is free to end the service in line with the T&Cs and can easily port their data from the system.; ; We can help with this process if required for further cost. The contract does not include transition work to a new supplier.
• Documentation accessibility standard: WCAG 2.2 AA

Using the service

• Web browser interface: Yes
• Supported browsers:
  • Microsoft Edge
  • Firefox
  • Chrome
  • Safari
  • Other
• Application to install: Yes
• Compatible operating systems:
  • Android
  • IOS
  • MacOS
  • Windows
  • Other
• Designed for use on mobile devices: Yes
• Differences between the mobile and desktop service: The mobile app version is focussed on data entry by operatives, the back office provides full capability.; The back office is mobile responsive.
• Service interface: No
• User support accessibility: WCAG 2.2 AA
• API: Yes
• What users can and can't do using the API: Reporting/Data Extract API is present.; Custom APIs can be created as per requirements from the buyer as a chargeable extra.
• API documentation: Yes
• API documentation formats:
  • Open API (also known as Swagger)
  • ODF
  • PDF
  • Other
• API sandbox or test environment: Yes
• Customisation available: Yes
• Description of customisation: Customisation is in many forms, the first is to tailor the domain and logo/branding used within the system. ; ; Significant amendments to the custom forms and validation alongside drop downs and user selections can be performed.; ; The customisation is done via the user interface and is only available via the super user. ; ; Further customisation can be carried out at further cost upon support request.

Scaling

• Independence of resources: Autoscaling can be applied to these scenarios alongside early alerting of resource constraints.

Analytics

• Service usage metrics: No

Supplier type

• Supplier type: Not a reseller

Staff security

• Staff security clearance: Conforms to BS7858:2019
• 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: Yes
• Datacentre security standards: Managed by a third party
• Penetration testing frequency: Less than once a year
• Penetration testing approach: Another external penetration testing organisation
• Protecting data at rest:
  • Physical access control, complying with another standard
  • Encryption of all physical media
  • Other
• Other data at rest protection approach: Data at rest is protected via secure controls from our robust industry standard cloud provider options. Options for hosting can be discussed with the buyer and further information on various standards and certifications can be provided.
• 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: Explicit overwriting of storage before reallocation / Secure Erase

Data importing and exporting

• Data export approach: Data can be extracted via API. We can arrange for a bespoke extract at extra cost.
• Data export formats: CSV
• Data import formats:
  • CSV
  • Other
• Other data import formats:
  • Buyer's backoffice users can upload .jpg, .jpeg, .png, .tif, .tiff
  • Buyer's backoffice users can upload .doc, .docx, .xls, .xlsx, .pdf
  • Buyer's backoffice users can upload .txt, .txt, .csv, .zip, .archive
  • Maximum file size: 20 MB
  • Other formats for data installation accommodated as costed implementation service
  • Mobile app users can upload photos

Data-in-transit protection

• Data protection between buyer and supplier networks:
  • Private network or public sector network
  • TLS (version 1.2 or above)
• Data protection within supplier network: TLS (version 1.2 or above)

Availability and resilience

• Guaranteed availability: Our service model is based on ITILv3 best practices, the expectation is that Nine run as second line support, alongside your internal support who will triage and resolve basic user queries.; ; All initial “customer facing” requests should be directed to your internal IT team to establish if there is a hardware / infrastructure issue with the hosting. If it’s establish as a software issue then IT should contact Support@NineSoftware.co.uk with the description of the issue along with contact details for the colleague who logged the issue. This approach is so that the issue can be logged, triaged, and then resolved. Nine will then communicate with the IT team and colleague who highlighted the issue.
• Approach to resilience: Our software runs on industry standard resilient cloud platforms. Our resiliency information is available on request.
• Outage reporting: Email alerts are issued to clients.

Identity and authentication

• User authentication needed: Yes
• User authentication: Username or password
• Access restrictions in management interfaces and support channels: Username and password
• Access restriction testing frequency: Less than once a year
• Management access authentication: 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: User-defined
• How long system logs are stored for: Between 6 months and 12 months

Security governance

• Named board-level person responsible for service security: Yes
• Security governance certified: Yes
• Security governance standards: ISO/IEC 27001
• Information security policies and processes: This is performed in line with our ISO27001 processes.
• Software Security Code of Practice: Yes

Operational security

• Configuration and change management standard: Supplier-defined controls
• Configuration and change management approach: Our process is:; ; Change request forms are submitted to your nominated client relationship manager who will assign a co-ordinator.; ; All submitted change requests are logged throughout the lifecycle.; ; The Co-Ordinator conducts a preliminary analysis on the impact of the change to risk, security, cost, schedule, and scope.; ; The Co-Ordinator will submit the change request to the CCB for review.; ; If a change is approved by the CCB, the co-ordinator will update and re-baseline project documentation as necessary.
• Vulnerability management type: Supplier-defined controls
• Vulnerability management approach: Applications and servers will be patched at a minimum of monthly.; ; All servers will be checked for patches daily. In addition to this we deploy multiple Anti-Malware and Anti-Virus solutions (e.g. Microsoft Anti-Malware and Sophos or E-Set Antivirus solutions) with automated update checks anything up to hourly to keep abreast of any new issues.; ; Version control is used via robust practices.; ; We do operate a plan for analysis, assessment and remediation based on the CVE score.
• Protective monitoring type: Supplier-defined controls
• Protective monitoring approach: As part of the hosted implementation, our team will identify vulnerabilities and as such patch them in line with our service offering.
• Incident management type: Supplier-defined controls
• Incident management approach: Incident management processes are in place and are actively deployed in response to security incidents.; ; Users report events via the published pre-defined support routes, should an incident occur, including escalation by telephone.; ; Incident reports are provided 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: Yes
• Connected networks:
  • Public Services Network (PSN)
  • Police National Network (PNN)
  • Health and Social Care Network (HSCN)

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: 1%
• Between £500,001 and £1,000,000: 2%
• Between £1,000,001 and £2,500,000: 3%
• Between £2,500,001 and £5,000,000: 4%
• Over £5,000,001: 6%

Standards and certifications

• ISO/IEC 27001 certification: Yes
• ISO/IEC 27001 accredited by: Citation
• ISO/IEC 27001 accreditation date: Friday 16 June 2023
• What the ISO/IEC 27001 doesn’t cover: N/A - whole company is covered
• ISO 28000:2022 certification: No
• ISO 9001 certification: Yes
• ISO 9001 certification accredited by: Citation
• ISO 9001 accreditation date: Friday 16 June 2023
• What the ISO 9001 doesn’t cover: N/A - whole company is covered
• Quality management systems (QMS): Yes
• CSA STAR certification: No
• PCI certification: No
• Cyber essentials: Yes
• Cyber Essentials Certificate Number: 343012ee-38ab-4027-ba98-e9ff808a806c
• Cyber essentials plus: No
• Cyber Essentials Alternative: None of the criteria
• Other security certifications: Yes
• Any other security certifications: NHS Data Security and Protection Toolkit

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
  • 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
  • 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

  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 that demonstrate a collaborative way to work with a diverse range of businesses as part of the supply chain
  • 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
  • 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
• 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

  • 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.

  • Advertising, promotional and outreach activities designed to raise awareness of the offer to reach the target cohort
• 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

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