GCI Network Solutions Ltd

OneConsultation Service by Nasstar

OneConsultation is a fully-managed and fully customisable virtual consultation service, utilising Microsoft O365/M365 technology and leveraging existing Microsoft Teams deployments. The solution is a highly secure and scalable Microsoft Azure based application that can be accessed via one-click from any browser, smartphone, tablet, or PC.

Features

• Supports any public web browser no need to download plugin
• Maintains anonymity between professional and public users
• Offers 1-2-1/group and Auditorium consultation spaces
• Individual virtual waiting rooms for each service
• Customised patient web portal for each service
• Real time usage and call quality dashboard
• Maintains existing booking system and process
• Microsoft Azure cloud-based platform
• Intelligent transcoding so highest video quality

Benefits

• Intuitive and easy to use
• Secure, scalable infrastructure
• Convenient, saving on travel and waiting time
• Efficient and productive
• Inclusive for low-technology users and those outside Microsoft Teams
• Ideal for professional/consumer interactions

£3,000.00 a device a year

• Education pricing available
• Free trial available

Service documents

• Pricing document

  PDF

• Skills Framework for the Information Age rate card

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

Framework

G-Cloud 14

Service ID

271398150319936

Contact

Mike Ayres
03450030000
tenders@nasstar.com

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: Microsoft Teams
• Cloud deployment model: Private cloud
• Service constraints: Requires Microsoft Office 365 with Azure Active Directory
• System requirements:
  • Users must have a Microsoft Azure AD account
  • Company must sync with the OneConsultation service as trusted domain

User support

• Email or online ticketing support: Email or online ticketing
• Support response times: Depending on the priority of the ticket raised Nasstar have a 24 hour response time
• 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: As part of the solution Nasstar will providing product implementation and technical support to the end customer as part of the annual licence fee.
• Support available to third parties: No

Onboarding and offboarding

• Getting started: We offer train the trainer sessions as part of the provisioning stage and regular support throughout the contract to the project team to ensure OneConsultation is properly implemented and understood.
• Service documentation: Yes
• Documentation formats: HTML
• End-of-contract data extraction: No data is held for the customer or any users who access the OneConsultation service. Once the contract ends, we will terminate access to the customer's Microsoft Office 365 environment
• End-of-contract process: When the contract expires, we will remove the customer from our OneConsultation service and disable the public facing download page. All data relating to the customer will be deleted.

Using the service

• Web browser interface: Yes
• Supported browsers:
  • Microsoft Edge
  • Firefox
  • Chrome
  • Safari
  • Opera
• Application to install: No
• Designed for use on mobile devices: Yes
• Differences between the mobile and desktop service: No differences - People can access our service from any supported web browser.
• Service interface: Yes
• User support accessibility: None or don’t know
• Description of service interface: Users can access, join and manage virtual consultations. ; Users cannot personalise the OneConsultation rooms with any branding, that needs to be done by Nasstar
• Accessibility standards: None or don’t know
• Description of accessibility: User can login using their O365 credentials. OneConsultation makes use of the existing Microsoft Authentication. We have a multi-tenant Azure AD application, which requires admin consent before it can read AD data for authentication. The security model we use is based on the flow here: https://docs.microsoft.com/en-us/azure/active-directory/develop/active-directory-authentication-scenarios (specifically the section on Multi-tenanted Applications).
• Accessibility testing: None
• API: Yes
• What users can and can't do using the API: There is an Admin API which exposes details of consultations that have been created and which can be joined. Please contact Nasstar should you wish to integrate with the OneConsultation API.
• API documentation: No
• API sandbox or test environment: No
• Customisation available: Yes
• Description of customisation: The patient facing web portal can be customised with the logo and branding of the organisation. The URL for public facing web portal can also be customised.

Scaling

• Independence of resources: The OneConsultation service is configured with multiple conference nodes in an Azure location, in the event a conference node goes offline in that location, the other available conference nodes in the location will service the signalling requests. As capacity within a cluster is used, additional burst nodes are activated when the capacity threshold is reached on the lead regional node. As additional nodes are activated, secondary and tertiary nodes continue to be activated to meet capacity requirements. If all regional resources are consumed additional capacity is scaled up in neighbour regions to meet demand.

Analytics

• Service usage metrics: Yes
• Metrics types: Number of consultations; ; Average duration of calls; ; Call quality; ; Potential problem calls
• Reporting types: Real-time dashboards

Resellers

• Supplier type: Not a reseller

Staff security

• Staff security clearance: Other security clearance
• 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: Another external penetration testing organisation
• Protecting data at rest: Other
• Other data at rest protection approach: Data is held in Azure, refer to Microsoft for current standards
• Data sanitisation process: Yes
• Data sanitisation type: Deleted data can’t be directly accessed
• Equipment disposal approach: In-house destruction process

Data importing and exporting

• Data export approach: Request to Nasstar and we will provide an extract in Excel format.
• Data export formats: CSV
• Data import formats: Other
• Other data import formats: N/A

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: Service availability is at 99.9% up time
• Approach to resilience: Service is hosted in Microsoft Azure with multiple conferencing nodes in different regions so if one region is unavailable, the service automatically fails over to another available node.
• Outage reporting: Public facing website which customers can subscribe to so they receive email or RSS alerts if there are any updates or outages to the system.; https://status.oneconsultation.net/

Identity and authentication

• User authentication needed: Yes
• User authentication: Other
• Other user authentication: Username and password
• Access restrictions in management interfaces and support channels: Active Directory Windows Authentication
• Access restriction testing frequency: At least every 6 months
• Management access authentication: Other
• Description of management access authentication: Username and 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: Between 1 month and 6 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 1 month and 6 months
• How long system logs are stored for: Between 1 month and 6 months

Standards and certifications

• ISO/IEC 27001 certification: Yes
• Who accredited the ISO/IEC 27001: United Registrar of Systems
• ISO/IEC 27001 accreditation date: 14/6/21
• What the ISO/IEC 27001 doesn’t cover: The Registered Scope is as follows: Information security management system for the delivery of communications and associated technologies, products and services provided by the Group.
• ISO 28000:2007 certification: No
• CSA STAR certification: No
• PCI certification: Yes
• Who accredited the PCI DSS certification: SAQ-D self assessment
• PCI DSS accreditation date: 12/05/2023
• What the PCI DSS doesn’t cover: Nasstar’s PCI self-assessment covers all aspects of its Live Agent & IVR payment solution used by our customer to transit card payments from their customer to their merchant banks / payment service providers in a PCI compliant manner. Only the Live Agent & IVR Payment solutions, which are run on dedicated
• Cyber essentials: Yes
• Cyber essentials plus: Yes
• Other security certifications: Yes
• Any other security certifications:
  • ISO27017
  • ISO27018
  • ISO20000
  • PSN
  • CISPE Code of Conduct Certification

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: Nasstar's approach to Security forms part of our overall Integrated Business Systems Management scheme. The Company Secretary is responsible at Board level for Information Security and ensuring that our ISO/IEC 27001 accreditation is maintained and enforced. The Information Security policy is a top down approach within Nasstar with Business Areas having responsibilities for Information, Network and Customer Data relating to their operational areas. The policies and procedures define access restrictions to all of our IT systems, networks and stored data. The practical policies and processes start with our Integrated Business Management Systems Manual which defines the Information Security Management system as a key part of our business. The Information Security Awareness process requires that all staff and contractors are periodically trained and assessed on their familiarity with Nasstar's ISO27001 Information Security policies and processes. Individual contracts and services will have a specific Security Plan defining the specific measures which will apply to the contract or service. All employees are responsible for Information Security and are trained in reporting suspected breaches to our IMS team who will identify risks and actions to minimise any such breaches.

Operational security

• Configuration and change management standard: Supplier-defined controls
• Configuration and change management approach: Customers may raise a service change request via the support process, this will then be tracked via ticket number for visibility. Either Nasstar, or the customer will prepare a change request document, describing the nature of the change, the reason for the change, and the effect of the change on the solution. If both parties agree to implement the change request, and subject to commercial agreement, the change will be accepted via the sign off of the change request form. Nasstar will engage with the customers change process where required in order to schedule and manage the change.
• Vulnerability management type: Supplier-defined controls
• Vulnerability management approach: Nasstar deploys pro-active monitoring tools to identify potential threats including DOS and new service creation. We deploy patches within 2 hours once notification of potential threat has been received.
• Protective monitoring type: Supplier-defined controls
• Protective monitoring approach: Employs a wide range of security management practices to provide a secure and reliable service to customers. All traffic passes through industry-leading infrastructure to protect against a suite of application attack vectors. Predefined processes & procedures can be obtained upon request.
• Incident management type: Supplier-defined controls
• Incident management approach: All incidents and service requests are raised through Nasstar’s support team, where a unique ticket reference is provided and the incident is tracked with a full audit trail from initial contact through to resolution. Customers can report incidents through email or telephone, with telephone recommended for urgent or high-priority incidents, enabling the most effective response.

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: NHS Network (N3)

Social Value

• Social Value:

  Social Value

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

  Fighting climate change

  Nasstar is committed to creating innovative Technology with a positive impact by working with your organisation to ensure that opportunities under the contract deliver agreed Policy Outcomes and Model Award Criteria. Nasstar is committed to becoming Net Zero by 2050. Nasstar commits to working with your organisation to ensure that opportunities under the contract deliver agreed Policy Outcomes and Model Award Criteria. Nasstar understand our buyers have commitments in this area and will work with them at implementation stage. We routinely work to ensure delivery of meaningful positive input in this important area. Our initial discovery workshop will include a clear method statement stating how we will achieve Policy outcomes and how our commitment meets the Award Criteria, a timed project plan and process (detailing how we will implement agreed commitments and by when), and how we will monitor, measure and report on our commitments/the impact of our proposals. Related to ‘Fighting climate change’ we will focus on implementing effective measures to deliver any/all of the following benefits through the contract: • MAC 4.1 Deliver additional environmental benefits in the performance of the contract including working towards net-zero greenhouse gas emissions. • MAC 4.2 Influence staff, suppliers, customers, and communities through the delivery of the contract to support environmental protection and improvement which as part of our Social Value Commitment, this product offering will also be integrated into the company's Continuous Improvement Plan and will be scrutinised to identify, monitor, measure and achieve the MAC 4.2 measures. Example reporting metrics of benefits delivered under the contract may include: People-hours spent protecting/improving the environment under the contract, Number of green spaces created under the contract, reduction in emissions of greenhouse gases, reduction in water use, and reduction in waste to landfill.

  Covid-19 recovery

  Nasstar commits to working with your organisation to ensure that opportunities under the contract deliver agreed Policy Outcomes and Model Award Criteria. Nasstar understand our buyers have commitments in this area and will work with them at implementation stage. We routinely work to ensure delivery of meaningful positive input in this important area. Our initial discovery workshop will include a clear method statement stating how we will achieve Policy outcomes and how our commitment meets the Award Criteria, a timed project plan and process (detailing how we will implement agreed commitments and by when), and how we will monitor, measure and report on our commitments/the impact of our proposals. Related to ‘Covid-19 recovery’ we will focus on implementing effective measures to deliver any/all of the following benefits through the contract: • MAC 1.1: Creation of employment, re-training, and other return to work opportunities for those left unemployed by COVID-19, particularly new opportunities in high-growth sectors. • MAC 1.2: Support for people and communities to manage and recover from the impacts of COVID-19, including those worst affected or who are shielding. • MAC 1.3: Support for organisations and businesses to manage/recover from the impacts of COVID-19, including where new ways of working are needed to deliver services. • MAC 1.4: Support for the physical and mental health of people affected by COVID-19, including reducing the demand on health and care services. • MAC 1.5: Improvements to workplace conditions that support the COVID-19 recovery effort including effective social distancing, remote working, and sustainable travel solutions Example reporting metrics of benefits delivered under the contract may include: Number of FTE employment for those made redundant due to COVID-19, people-hours supporting local community integration related to COVID-19, and percentage/number of the supply chain to have implemented the 6 standards in the Mental-Health-at-Work commitment.

  Tackling economic inequality

  Nasstar commits to working with your organisation to ensure that opportunities under the contract deliver agreed Policy Outcomes and Model Award Criteria. Nasstar understand our buyers have commitments in this area and will work with them at implementation stage. We routinely work to ensure delivery of meaningful positive input in this important area. Our initial discovery workshop will include a clear method statement stating how we will achieve Policy outcomes and how our commitment meets the Award Criteria, a timed project plan and process (detailing how we will implement agreed commitments and by when), and how we will monitor, measure and report on our commitments/the impact of our proposals. Related to ‘Tackling Economic Inequality’ we will focus on implementing effective measures to deliver any/all of the following benefits through the contract: • MAC2.1: Create opportunities for entrepreneurship and help new organisations grow. • MAC2.2: Create employment/training opportunities for people who face barriers to employment, are located in deprived areas, and in industries with known skills shortages or high growth sectors. • MAC2.3: Support educational attainment including training schemes • MAC 3.1: Create a diverse supply chain including new businesses/entrepreneurs/start-ups/SMEs/VCSEs/mutuals. • MAC 3.2: Support innovation and disruptive technologies throughout the supply chain to deliver lower cost, higher quality goods/services. • MAC 3.3: Support the development of scalable and future-proofed new methods to modernise delivery and increase productivity. • MAC 3.4: Demonstrate collaboration and a fair/responsible approach to working with supply chain partners. • MAC 3.5: Demonstrate action to identify/manage cyber security risks in the delivery including in the supply chain. Example reporting metrics of benefits delivered under the contract may include: Number of FTE employment/apprenticeship/training opportunities created, learning interventions delivered, start-up/SME/VCSE/mutuals opportunities awarded, and relevant supply chain metrics e.g. Cyber Essentials certification and adoption of NCSC 10 steps.

  Equal opportunity

  Nasstar commits to working with your organisation to ensure that opportunities under the contract deliver agreed Policy Outcomes and Model Award Criteria. Nasstar understand our buyers have commitments in this area and will work with them at implementation stage. We routinely work to ensure delivery of meaningful positive input in this important area. Our initial discovery workshop will include a clear method statement stating how we will achieve Policy outcomes and how our commitment meets the Award Criteria, a timed project plan and process (detailing how we will implement agreed commitments and by when), and how we will monitor, measure and report on our commitments/the impact of our proposals. Related to ‘Equal opportunity’ we will focus on implementing effective measures to deliver any/all of the following benefits through the contract: • MAC 5.1: Demonstrate action to increase the representation of disabled people in the contract workforce. • MAC 5.2: Support disabled people in developing new skills relevant to the contract, including through training schemes resulting in recognised qualifications • MAC 6.1: Demonstrate action to identify/tackle inequality in employment, skills, and pay in the contract workforce. • MAC 6.2: Support in-work progression to help people, including those from disadvantaged/minority groups, to move into higher-paid work by developing new skills relevant to the contract. • MAC 6.3 Demonstrate action to identify/manage the risks of modern slavery in the delivery of the contract, including in the supply chain. Example reporting metrics of benefits delivered under the contract may include: Percentage/number of FTE disabled/under-represented people employed as a proportion of the total FTE including apprenticeships/training schemes, percentage/number of companies in the supply chain to have committed to the five foundational principles of good work, percentage of supply chain mapping completed, and people-hours devoted to supporting victims of modern slavery.

  Wellbeing

  Nasstar commits to working with your organisation to ensure that opportunities under the contract deliver agreed Policy Outcomes and Model Award Criteria. Nasstar’s Wellbeing policies are aligned to the UK Government’s Good Work Plan (satisfaction, fair pay, participation and progression, well-being, safety and security, voice and autonomy). Nasstar understand our buyers have commitments in this area and will work with them at implementation stage. We routinely work to ensure delivery of meaningful positive input in this important area. Our initial discovery workshop will include a clear method statement stating how we will achieve Policy outcomes and how our commitment meets the Award Criteria, a timed project plan and process (detailing how we will implement agreed commitments and by when), and how we will monitor, measure and report on our commitments/the impact of our proposals. Related to ‘Wellbeing’ we will focus on implementing effective measures to deliver any/all of the following benefits through the contract: • MAC 7.1: Demonstrate action to support health and wellbeing, including physical/mental health, in the contract workforce. • MAC 7.2: Influence staff, suppliers, customers, and communities through the delivery of the contract to support health and wellbeing, including physical and mental health. • MAC 8.1: Demonstrate collaboration with users and communities in the co-design and delivery of the contract to support strong integrated communities. • MAC 8.2: Influence staff, suppliers, customers, and communities through the delivery of the contract to support strong, integrated communities. Example reporting metrics may include: Percentage/number of the supply chain to have implemented measures to improve the physical and mental health and wellbeing of employees including the 6 standards in the Mental Health at Work commitment and mental health enhanced standards in ‘Thriving at Work’, and people-hours supporting local community integration e.g. volunteering/community-led initiatives and Mental Health First Aiders.

Pricing

• Price: £3,000.00 a device a year
• Discount for educational organisations: Yes
• Free trial available: Yes
• Description of free trial: A 30-day free trial version of the full application available

Service documents

• Pricing document

  PDF

• Skills Framework for the Information Age rate card

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