Multitone Electronics PLC

Multitone Nucleus

Multitone Nucleus is a versatile communications platform enhancing NHS team collaboration with secure, real-time messaging, adaptable to any scenario, supporting complex structures and integrating with existing systems for efficient, critical communications.

Multitone Nucleus is also capable of supporting the delivery of traditional crash team calls to dedicated devices.

Features

• Secure Messaging: Encrypted real-time communication for healthcare teams.
• Cross-Platform Collaboration: Unifies teams across different technology platforms.
• High Availability: Ensures continuous operation without service interruptions.
• Cloud Optimisation: Maximises performance for efficient service delivery.
• Onsite Integration: Links with existing systems for critical messaging.
• Real-Time Information: Delivers crucial data to clinicians instantly.
• Organisational Structure Support: Manages complex NHS multi-site communications.
• Universal API/SDK: Enables custom feature development by users.
• User-Friendly Interface: Simplifies navigation for all user levels.
• Modular Design: Adapts to various sectors beyond healthcare.

Benefits

• Improves Privacy: Keeps team chats confidential.
• Enhances Team Efficiency: Streamlines communication for faster decision-making.
• Improves Patient Care: Quick information exchange aids patient outcomes.
• Supports Clinicians: Delivers timely information.
• Promotes Collaboration: Connects diverse teams in real-time.
• Adapts Seamlessly: Customisable to evolving NHS needs.
• Enables Innovation: Through development freedom.
• Simplifies Usage: With user-friendly design.
• Connects Teams: Across various locations & in the community.
• Utilises Resources: By integrating existing technologies.

£84 to £120 a user 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 salesadmin@multitone.com. Tell them what format you need. It will help if you say what assistive technology you use.

Framework

G-Cloud 14

Service ID

283899268001203

Contact

Jamie Garrett
01256845110
salesadmin@multitone.com

Service scope

• Software add-on or extension: No
• Cloud deployment model:
  • Public cloud
  • Hybrid cloud
• Service constraints: None
• System requirements:
  • Internet Connectivity: Stable broadband connection for cloud-based services.
  • Compatible Devices: Smartphones, tablets, PCs for app accessibility.
  • Operating Systems: Recent Windows, macOS, iOS, Android versions supported.
  • Browser Support: Modern web browsers for optimal platform performance.
  • AWS Cloud: Access to AWS services for backend operations.
  • Network Security: Standard NHS firewall and encryption protocols required.
  • API Access: Open network ports for API integration and communication.
  • Hardware Integration: Compatibility with existing NHS alarm systems.

User support

• Email or online ticketing support: Email or online ticketing
• Support response times: Monday to Friday (excluding bank holidays) 9am to 5pm. Initial response within 4 working hours.
• User can manage status and priority of support tickets: No
• Phone support: Yes
• Phone support availability: 24 hours, 7 days a week
• Web chat support: No
• Onsite support: Yes, at extra cost
• Support levels: Basic Multicare Support: Access to online resources and dedicated Multitone Account Management. Cost: Included with service subscription.; ; Standard Multitone Support: Email and phone support during business hours. Regular software updates and maintenance. Cost: Percentage of service subscription fee.; ; Premium Multicare Support: 24/7 priority email and phone support. ; Dedicated technical account manager. Proactive system monitoring.; Cost: Fixed monthly rate plus service subscription fee.; ; Enterprise Multicare Support: All Premium benefits plus onsite support.; Customised Multitone solution engineering support. Cost: Custom quote based on organisational needs.; ; Each level is designed to provide flexible and scalable support to meet the varying needs of NHS organisations. The inclusion of a technical account manager or Multitone cloud support engineer is available at the Premium and Enterprise levels, ensuring that your service remains reliable and effective at all times
• Support available to third parties: Yes

Onboarding and offboarding

• Getting started: To ensure a smooth transition for NHS users to Multitone Nucleus, we offer a comprehensive onboarding process:; ; Onsite Training: Tailored sessions conducted at NHS facilities for hands-on experience.; ; Online Training: Webinars and interactive e-learning modules for remote learning.; ; User Documentation: Detailed guides and manuals are available digitally for reference.; ; Support Desk: Dedicated helpdesk for immediate assistance during initial setup.; ; Integration Support: Technical support for integrating with existing NHS systems.; ; Customisation Workshops: Interactive workshops to customise the service to NHS needs.; ; Follow-Up Training: Additional training sessions to cover advanced features and updates.; ; Feedback Sessions: Regular check-ins to gather user feedback for continuous improvement.; ; This multi-faceted approach ensures that NHS staff are fully equipped to leverage Multitone Nucleus for enhanced communication and collaboration. The aim is to provide a seamless start with ongoing support, ensuring users are confident and competent in using the service from day one.
• Service documentation: Yes
• Documentation formats:
  • HTML
  • PDF
• End-of-contract data extraction: At the end of a contract, Multitone Nucleus ensures a straightforward data extraction process for NHS users:; ; Data Export Tools: Users can utilise built-in tools to export their data in common formats such as CSV, XML, or JSON.; ; Step-by-Step Guidance: Comprehensive instructions are provided for the data extraction process.; ; Assistance from Support: Our support team is available to assist with data extraction queries.; ; Data Retention: Data is retained for a limited period post-contract to facilitate extraction.; ; Secure Transfer: Data is transferred securely, adhering to NHS data protection standards.; ; Data Integrity: Ensures that data is exported with its integrity intact, without corruption.; ; Custom Reports: Ability to generate custom reports to include all necessary data fields.; ; Compliance with Regulations: The process complies with UK GDPR and other legal requirements.; ; This process is designed to be user-friendly and secure, allowing NHS staff to retain control of their data even after the service contract has concluded
• End-of-contract process: At the end of a Multitone Nucleus contract, the process is designed to be clear and straightforward:; ; Service Transition: Assistance with transitioning from Multitone Nucleus.; Data Extraction: Guidance on exporting all user data securely and efficiently.; Final Account Review: A review of the account to ensure all services are concluded properly.; Offboarding Support: Support services available to help with any final queries or issues.; Documentation Archive: Provision of an archive of all user documentation for future reference.; ; Included in Contract Price:; ; Standard Support: Access to helpdesk and standard maintenance.; Software Updates: Regular updates and security patches.; User Licences: Specified number of user licences for the contract duration.; ; Training Materials: Access to online training resources and documentation.; ; Additional Costs:; Extended Support: Premium support services may incur additional fees.; Custom Development: Bespoke development work outside standard offerings.; Onsite Training: If requested, onsite training sessions may be chargeable.; Data Migration: Assistance with data migration to another system may be extra.; ; This ensures that NHS users can conclude their contract with Multitone Nucleus confidently, with all necessary support and without unexpected costs.

Using the service

• Web browser interface: Yes
• Supported browsers:
  • Microsoft Edge
  • Firefox
  • Chrome
  • Safari
• Application to install: Yes
• Compatible operating systems:
  • Android
  • IOS
• Designed for use on mobile devices: Yes
• Differences between the mobile and desktop service: Multitone Nucleus is fully optimised for mobile devices, ensuring healthcare professionals can communicate effectively on the go. The mobile version offers the same core functionalities as the desktop service, with an interface tailored for touchscreens and smaller screens. Differences include mobile-specific features such as push notifications for immediate alerts and location-based services for onsite coordination. The design ensures a seamless transition between devices, allowing users to switch from desktop to mobile without losing context or functionality, thus supporting the dynamic nature of NHS workflows. The mobile service is integral to providing real-time, reliable communication for healthcare teams.
• Service interface: No
• User support accessibility: None or don’t know
• API: Yes
• What users can and can't do using the API: Multitone Nucleus’ API empowers users with extensive control over the service setup and management, while maintaining robust security and compliance with NHS standards.; ; What Users Can Do:; ; Set Up Service: Users can initialise service configurations, register devices, and integrate with existing NHS systems.; Manage Users: Add, remove, or modify user permissions and profiles for tailored access.; Customise Communication: Define and adjust messaging workflows, alerts, and notification settings.; Data Integration: Seamlessly connect with NHS databases for real-time data synchronisation.; How to Make Changes:; ; Real-Time Updates: Modify configurations and user settings in real time through the UI.; Automation: Automate routine tasks and system updates without manual intervention.; Scalability: Scale services up or down based on NHS demand and requirements.; Limitations:; ; Access Control: Changes are restricted based on user roles and permissions to ensure security.; Compliance: All API interactions must adhere to NHS data protection and privacy regulations.; Compatibility: Must be compatible with NHS-approved devices and software versions.; The API is designed to be flexible yet secure, providing NHS teams with the tools they need to adapt to changing demands while ensuring patient data remains protected.
• API documentation: Yes
• API documentation formats:
  • Open API (also known as Swagger)
  • PDF
• API sandbox or test environment: Yes
• Customisation available: Yes
• Description of customisation: Multitone Nucleus offers extensive customisation options to ensure it meets the specific needs of NHS teams:; ; What Can Be Customised:; ; User Profiles: Tailor access and permissions for individual roles.; Messaging Workflows: Configure alerts, notifications, and escalation paths.; Integration Settings: Connect with existing NHS systems and databases.; Interface Design: Personalise the user interface for optimal usability.; ; How Users Can Customise:; User Interface: Adjust settings directly within the application.; Middleware Solutions: Leverage middleware for data mobilisation.; ; Who Can Customise:; IT Administrators: Full access to system-wide settings and configurations.; End Users: Personalise their profiles and workflow interactions.; Developers: Use SDKs to create bespoke functionalities.; ; Customisation is designed to be user-friendly, allowing NHS staff to adapt the service to their unique workflows and communication needs. This flexibility ensures that as the NHS evolves, Multitone Nucleus can evolve alongside it, providing a future-proof solution that enhances healthcare delivery and patient care. If you need further assistance or have more questions, I’m here to help.

Scaling

• Independence of resources: Multitone Nucleus ensures independence of resources through:; ; Scalable Architecture: Automatically adjusts resources to meet user demand.; ; Load Balancing: Distributes traffic evenly across servers to prevent overload.; ; Resource Isolation: Segregates user environments to maintain service stability.; ; High Availability Systems: Redundant systems in place to handle peak loads.; ; Performance Monitoring: Continuous monitoring to proactively manage capacity.; ; Elastic Cloud Infrastructure: Expands or contracts resource allocation as needed.; ; These measures guarantee that the performance for one NHS user is not impacted by the activity levels of others, ensuring reliable and consistent service delivery.

Analytics

• Service usage metrics: Yes
• Metrics types: Multitone Nucleus provides comprehensive service usage metrics:; ; User Activity: Tracks logins, messaging frequency, and user engagement.; ; System Performance: Monitors response times, uptime, and system health.; ; Message Statistics: Analyses message volumes, delivery rates, and read receipts.; ; Custom Reports: Generates tailored reports for specific NHS operational needs.; ; Alert Responses: Evaluates the effectiveness of alert notifications and responses.; ; These metrics are designed to help NHS teams assess their communication efficiency and improve their workflows, ensuring that Multitone Nucleus is meeting their collaboration and communication needs effectively
• Reporting types:
  • Real-time dashboards
  • Regular reports
  • Reports on request

Resellers

• Supplier type: Not a reseller

Staff security

• Staff security clearance: Other security clearance
• Government security clearance: None

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: Complies with a recognised standard (for example CSA CCM version 3.0)
• Penetration testing frequency: At least every 6 months
• Penetration testing approach: ‘IT Health Check’ performed by a CHECK service provider
• Protecting data at rest:
  • Physical access control, complying with CSA CCM v3.0
  • Physical access control, complying with another standard
  • Encryption of all physical media
• Data sanitisation process: Yes
• Data sanitisation type: Explicit overwriting of storage before reallocation
• Equipment disposal approach: In-house destruction process

Data importing and exporting

• Data export approach: Users can export their data from Multitone Nucleus using the following approach:; ; Built-In Export Functionality: Accessible via the user interface for straightforward data retrieval.; ; Multiple Formats: Data can be exported in formats like CSV, XML, or JSON for compatibility.; ; Secure Process: All exports are conducted through secure channels, ensuring data protection.; ; Guidance Provided: Step-by-step instructions available to assist users in the export process.; ; Support Available: Our support team can help resolve any issues during the data export.; ; This method ensures a user-friendly and secure way for NHS staff to retrieve their data.
• Data export formats: CSV
• Data import formats: CSV

Data-in-transit protection

• Data protection between buyer and supplier networks:
  • TLS (version 1.2 or above)
  • IPsec or TLS VPN gateway
• Data protection within supplier network: TLS (version 1.2 or above)

Availability and resilience

• Guaranteed availability: At Multitone, we guarantee a high level of availability, focusing on time-critical and mission-critical messaging with robust service availability and resilience. Our systems are designed to mitigate single points of failure, ensuring continuous operation. While we strive to maintain service availability, our support arrangements include appropriate Service Level Agreements (SLAs) tailored to the incident type and severity.; ; Our SLAs are structured to ensure rapid response and resolution times, aligning with the critical nature of the communications we support. In the unlikely event that service levels are not met, we prioritise immediate remediation and issue resolution rather than offering refunds or service credits. This approach underscores our commitment to reliability and continuous service improvement.; ; We understand the vital role our services play within the NHS, and our goal is to provide dependable, secure, and uninterrupted communications, essential for healthcare operations. Our dedication to excellence is reflected in our proactive measures and support protocols, designed to uphold the highest standards of service availability for our NHS clients.
• Approach to resilience: Multitone’s service resilience is anchored in our partnership with AWS, leveraging their comprehensive suite of services, including Kubernetes, to ensure robust asset protection and resilience. Our architecture is designed in accordance with the government’s 2nd cloud security principle, focusing on ‘Asset protection and resilience’.; ; We utilise AWS’s secure, resilient infrastructure, which includes redundant data storage, automatic failover, and scalable resources to maintain service continuity. AWS’s global network of datacentres provides geographic redundancy, further enhancing our service’s resilience against disruptions.; ; Our deployment on Kubernetes allows for containerized applications to be managed efficiently, ensuring high availability and seamless scaling to meet demand. Data is encrypted in transit and at rest, and we conduct regular security assessments to align with the latest best practices.; ; While specific details of our AWS setup are confidential, we assure clients that our infrastructure meets the highest standards of security and resilience. This information is available upon request, showcasing our commitment to transparency and adherence to UK cloud security guidelines.; ; With AWS and Kubernetes at the core of our service delivery, Multitone ensures that critical communications for the NHS are reliable, secure, and continuously available.
• Outage reporting: Multitone Nucleus ensures transparency and prompt communication in the event of service outages. Our outage reporting mechanism includes:; ; Reporting Dashboard: Users can access a real-time dashboard within the Multitone Nucleus system, providing immediate visibility into service status and any ongoing issues.; ; Email Alerts: In case of an outage, registered users will receive email notifications detailing the nature of the issue and the estimated resolution time.; ; Our commitment to service excellence means we proactively monitor and manage the health of our systems, striving to minimise disruptions and maintain seamless communication for our NHS clients.; ; The combination of dashboard reporting and email alerts ensures that users are well-informed and can take necessary actions during outages.

Identity and authentication

• User authentication needed: Yes
• User authentication:
  • 2-factor authentication
  • Username or password
• Access restrictions in management interfaces and support channels: Access to Multitone Nucleus management interfaces and support channels is restricted through Role-Based Access Control (RBAC), ensuring only authorised personnel can perform specific actions. Multi-Factor Authentication (MFA) is mandatory for all users, providing an additional security layer. Regular audits and compliance checks maintain stringent access protocols, safeguarding sensitive communication channels within the NHS.
• Access restriction testing frequency: At least once a year
• Management access authentication:
  • 2-factor 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 receive audit information on a regular basis
• 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: Yes
• Who accredited the ISO/IEC 27001: Nqa
• ISO/IEC 27001 accreditation date: 25/09/2019
• What the ISO/IEC 27001 doesn’t cover: No products or Services Covered
• ISO 28000:2007 certification: No
• CSA STAR certification: Yes
• CSA STAR accreditation date: 18/01/2022
• CSA STAR certification level: Level 2: CSA STAR Attestation
• What the CSA STAR doesn’t cover: N/A
• PCI certification: Yes
• Who accredited the PCI DSS certification: Coalfire Systems Inc
• PCI DSS accreditation date: 14/12/2021
• What the PCI DSS doesn’t cover: N/A
• Cyber essentials: Yes
• Cyber essentials plus: Yes
• Other security certifications: Yes
• Any other security certifications:
  • ISO 27017
  • ISO 27018
  • SOC1/2/3

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: Multitone Nucleus adheres to stringent information security policies and processes in line with ISO/IEC 27001:2022, the premier standard for Information Security Management Systems (ISMS). Our policies ensure the confidentiality, integrity, and availability of data, aligning with the principles of the CIA triad2.; ; Delivered via AWS and utilising Kubernetes alongside a microservices architecture, we implement AWS’s best practices for security and resilience. Our internal management processes are ISO-compliant, ensuring continuous improvement and adherence to international standards.; ; Our reporting structure includes:; ; Regular audits and reviews to verify compliance with our ISMS.; Mandatory training for staff to ensure understanding and implementation of security policies.; Incident reporting protocols that escalate to a dedicated security team, ensuring swift action and resolution.; ; We ensure policies are followed through:; ; Continuous monitoring of our systems and infrastructure.; Enforcement of access controls and authentication measures.; Regular updates to our security practices in response to emerging threats.; ; Our commitment to security is unwavering, and we provide detailed information on our security posture and processes upon request, demonstrating our dedication to protecting our clients’ data and maintaining their trust.

Operational security

• Configuration and change management standard: Conforms to a recognised standard, for example CSA CCM v3.0 or SSAE-16 / ISAE 3402
• Configuration and change management approach: Multitone’s configuration and change management processes are ISO 27001 accredited, ensuring compliance with recognised standards like CSA CCM v3.0 and SSAE-16/ISAE 3402.; ; Leveraging AWS and microservices architecture, we track service components throughout their lifecycle via automated tools, ensuring traceability and accountability.; ; Changes undergo rigorous security impact assessments, aligning with the government’s 5th cloud security principle of ‘Operational security’, to maintain the integrity and security of our services.; ; Service security, stability and continuity are at the foundation of our approach to the delivery of Multitone Nucleus.
• Vulnerability management type: Conforms to a recognised standard, for example CSA CCM v3.0 or SSAE-16 / ISAE 3402
• Vulnerability management approach: Multitone’s vulnerability management process utilises the methodology our organisation has used to secure our ISO 27001 certification, ensuring a systematic approach to identifying, assessing, and addressing threats. We utilise AWS’s robust security features and adhere to CSA CCM v3.0 standards. Threats are evaluated through continuous monitoring and automated scanning, with patches deployed swiftly via our microservices architecture. Information on potential threats is sourced from AWS advisories and industry-leading cybersecurity databases, guaranteeing timely and effective responses to vulnerabilities.
• Protective monitoring type: Conforms to a recognised standard, for example CSA CCM v3.0 or SSAE-16 / ISAE 3402
• Protective monitoring approach: Multitone employs a proactive protective monitoring process. We identify potential compromises using AWS’s comprehensive monitoring tools, alongside real-time threat detection systems. Incidents are responded to immediately, with an established protocol for rapid containment and resolution. Our microservices architecture facilitates swift deployment of fixes, ensuring minimal disruption to services.
• Incident management type: Conforms to a recognised standard, for example, CSA CCM v3.0 or ISO/IEC 27035:2011 or SSAE-16 / ISAE 3402
• Incident management approach: Multitone Nucleus employs a robust incident management approach, ensuring rapid response and resolution. Pre-defined processes are in place for common events, streamlining the management of frequent scenarios. Users report incidents directly through the platform, triggering alerts to our dedicated support team. Incident reports are systematically generated and provided to users, detailing the nature, impact, and resolution steps taken, fostering transparency and continuous improvement in our service delivery.

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 v3.0)

Public sector networks

• Connection to public sector networks: No

Social Value

• Social Value:

  Social Value

  • Fighting climate change
  • Equal opportunity

  Fighting climate change

  The Multitone service provision aligns with the Social Value themes of PPN 06/20, particularly in fighting climate change. Our commitment to sustainability is embedded in our operations, ensuring that our services meet current needs without hindering future generations. We have established an environmental management system targeting high-impact areas, integrating environmental improvements from the inception of new products and services.; ; Our solutions, such as the Multitone Nucleus solution, are designed with energy efficiency and minimal environmental impact in mind. These innovations contribute to reducing the carbon footprint within the NHS by optimising resource use and promoting sustainable practices.; ; We actively reduce energy and water consumption, and our waste minimisation strategy emphasises reduction, reuse, and recycling. Our products and services are developed to complement our sustainability statement, ensuring environmentally friendly solutions are utilised.; ; Our adherence to ISO14001 and ISO9001 Management Systems demonstrates our dedication to continuous improvement in environmental performance and quality management. We take our responsibility for implementing and reporting on these standards extremely seriously within the team, ensuring compliance and fostering a culture of sustainability across all personnel. The focus also extends to the partnerships we foster, including our alignment with AWS for the Multitone Nucleus service.; ; In summary, Multitone’s service provision supports the NHS in achieving its climate change goals by delivering environmentally conscious communication technologies that are efficient, reliable, and secure. Our approach not only meets regulatory requirements but also advances the Social Value agenda, contributing to a more sustainable future.

  Equal opportunity

  Multitone Electronics PLC is dedicated to fostering an environment of equal opportunity, fully supporting the Social Value themes as outlined in PPN 06/20. Our commitment is reflected in our G-Cloud service provision, which is designed to promote equality, diversity, and inclusion across all aspects of our operations.; ; We understand the importance of social value in government contracts and are proactive in integrating these principles into our services. Our approach includes creating employment opportunities, offering training and development programs, and ensuring fair and inclusive recruitment practices. We strive to support local communities.; ; Our services are developed with a keen focus on sustainability, aiming to reduce environmental impact and support the fight against climate change, through the use of modern Cloud based platforms and services. We also prioritise the well-being of our employees, implementing workplace conditions that align with the government’s objectives for a healthier, more sustainable future.; ; By leveraging our expertise in critical, clinical smart messaging and communication technologies, Multitone not only delivers exceptional service but also contributes to the broader social and economic goals of the UK government. We are committed to continuous improvement and actively seek feedback to enhance our social value contributions further.; ; In summary, Multitone Electronics G-Cloud service provision is aligned with the Social Value Model, ensuring that our commercial activities generate positive social outcomes that resonate with the government’s priorities and benefit society at large.

Pricing

• Price: £84 to £120 a user a year
• Discount for educational organisations: Yes
• Free trial available: Yes
• Description of free trial: Multitone Nucleus offers a free trial with full messaging capabilities, cloud integration, and real-time information delivery. Excludes custom development and onsite support. Available for a limited period, with optional expert guidance to maximise trial benefits.; ; Remote support & discovery workshops are available, just make contact with our team.

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