THIS LABS LTD

Thiscovery

Thiscovery is an online platform that hosts healthcare improvement and innovation projects engaging staff, patients and other stakeholders. This includes​ crowd-sourcing​, service re-design​, consultation​, research​, evaluation​. In addition, Thiscovery hosts a crowd of 10,000 registered users and has community functionality such as forums, webinars and news feeds.

Features

• Public-facing website built to high accessibility standards
• Secure data collection functionality based on market-leading survey tool
• Bespoke interview platform
• Community functionality including chat, webinars, document storage and collaboration
• AI analysis of free-text information
• Secure data storage and transfer

Benefits

• Access the expertise of service users and staff at scale
• Create communities of people for long-term collaboration
• Collect and securely store data from participants
• Analyse data efficiently for maximum insight
• Lower the barriers to involvement like travel, time and money
• Manage authentication of users securely

£7,500 to £7,500 a unit

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 ruth.cousens@thislabs.org. Tell them what format you need. It will help if you say what assistive technology you use.

Framework

G-Cloud 14

Service ID

297325948416323

Contact

Ruth Cousens
01223865201
ruth.cousens@thislabs.org

Service scope

• Software add-on or extension: Yes
• What software services is the service an extension to: Qualtrics, HiveBrite, Acuity Scheduling, Twilio Video Conferencing
• Cloud deployment model: Public cloud
• Service constraints: None
• System requirements: Browser such as Chrome, Safari, Edge or Firefox

User support

• Email or online ticketing support: Email or online ticketing
• Support response times: Within 24 Hours
• User can manage status and priority of support tickets: No
• Phone support: Yes
• Phone support availability: 9 to 5 (UK time), Monday to Friday
• Web chat support: No
• Onsite support: No
• Support levels: As per the agreed levels with the Buyer
• Support available to third parties: No

Onboarding and offboarding

• Getting started: We work with our clients to develop the project and set up for them as part of the service.
• Service documentation: Yes
• Documentation formats: PDF
• End-of-contract data extraction: All data transfers in or out of Thiscovery must be accompanied by a Data Transfer/Sharing Agreement. As part of the offboarding process, an extract of data is provided to the client in a secured manner. The client is given access to an S3 bucket which requires them to set up a password and 2-factor authentication.
• End-of-contract process: At the end of the contract a review meeting takes place with the client to go through how the project went and what worked well and what did not work so well. As part of the process we document lessons learnt.

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: Some of the tasks may be suitable only for desktops
• Service interface: Yes
• User support accessibility: None or don’t know
• Description of service interface: User interface for the users to take part in a project or community
• Accessibility standards: None or don’t know
• Description of accessibility: Users can carry out tasks and take part in audio and video interviews as well as take part in community
• Accessibility testing: We have carried our accessibility testing of the solution
• API: No
• Customisation available: No

Scaling

• Independence of resources: We do not throttle the available resources on the service. The service is hosted on AWS. We take on client work based on our internal capacity and where possible augment resources to meet the needs of the client.

Analytics

• Service usage metrics: No

Resellers

• Supplier type: Not a reseller

Staff security

• Staff security clearance: Staff screening not performed
• Government security clearance: None

Asset protection

• Knowledge of data storage and processing locations: Yes
• Data storage and processing locations:
  • United Kingdom
  • European Economic Area (EEA)
• User control over data storage and processing locations: No
• Datacentre security standards: Supplier-defined controls
• Penetration testing frequency: At least once a year
• Penetration testing approach: Another external penetration testing organisation
• Protecting data at rest:
  • Encryption of all physical media
  • Other
• Other data at rest protection approach: Our data resides in AWS which is encrypted and complies with all relevant 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: We provide secured access to client data stored in individual AWS S3 buckets. Client is provided with access using AWS IAM Identity Centre and they are required to set a password which must be 16 characters long. The data available for exporting is defined in project schedule.
• 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)
• Data protection within supplier network:
  • TLS (version 1.2 or above)
  • IPsec or TLS VPN gateway

Availability and resilience

• Guaranteed availability: Our service is hosted on AWS which has high availability across its data centres.
• Approach to resilience: Our service is hosted on AWS with multiple Availability Zones. More details can be provided on request
• Outage reporting: We have monitoring implemented for our service and in case of any outage we are notified through emails

Identity and authentication

• User authentication needed: Yes
• User authentication:
  • Public key authentication (including by TLS client certificate)
  • Username or password
• Access restrictions in management interfaces and support channels: Management interfaces are only accessible by authorised internal users and they need username, password and MFA to access these services. Furthermore, to access database there IP must be whitelisted before access can be provided.
• Access restriction testing frequency: At least once a year
• Management access authentication:
  • 2-factor authentication
  • Other
• Description of management access authentication: For access to database service, in addition to 2 factor authentication the user's IP address need to be whitelisted before access can be provided.

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: 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

Standards and certifications

• ISO/IEC 27001 certification: No
• ISO 28000:2007 certification: No
• CSA STAR certification: No
• PCI certification: No
• Cyber essentials: No
• Cyber essentials plus: No
• Other security certifications: No

Security governance

• Named board-level person responsible for service security: Yes
• Security governance certified: No
• Security governance approach: Our Chief Operating and Financial Officer is nominated CISO for our organisation. As part of this role they are responsible for ensuring the security of the platform. An annual penetration testing against CIS benchmarking is carried out by an independent third party. All recommendations are implemented as soon as possible.
• Information security policies and processes: We have defined policies for security and compliance is a responsibility for everyone in the organisation. The Chief Operating and Financial Officer is responsible for ensuring adherence to these policies and processes.

Operational security

• Configuration and change management standard: Supplier-defined controls
• Configuration and change management approach: We have a continuous integration and continuous deployment framework in place which includes testing and verification of the code before releasing in production.
• Vulnerability management type: Supplier-defined controls
• Vulnerability management approach: We regularly follow the communication from component provider and apply critical patches on our service and equipment within 14 days of notification. Our Intune set up automatically applies updates to all of our end point devices. Users are asked to update the softwares not managed by Intune on equipments on regular basis
• Protective monitoring type: Supplier-defined controls
• Protective monitoring approach: We have monitoring alerts for our platform hosted on AWS which include user authentication, data extraction, API interactions and use of resources. We regularly monitor the alerts and take preventative action where necessary and as quickly as they are identified.
• Incident management type: Supplier-defined controls
• Incident management approach: Incidents can be reported internally or by our clients. Each incident is logged and followed through the resolution. We regularly receive the incident logs.

Secure development

• Approach to secure software development best practice: Supplier-defined process

Public sector networks

• Connection to public sector networks: No

Social Value

• Social Value:

  Social Value

  Wellbeing

  Wellbeing

  The purpose of Thiscovery is to improve health and care services by unlocking the expertise of the people who use, deliver and influence these services. We have over 10,000 registered users (including patients, health and care staff, carers, people with lived experience and people with learnt experience, such as academic researchers and subject specialists) who have participated in more than 65 projects using a variety of approaches including co-design, crowd sourcing, consultation, research and evaluation. We also offer the facility to create communities on Thiscovery where people can come together to deliver long term projects in healthcare improvement and innovation, using online meetings and webinars, collaborating on documentation, online chat and other functionality. We also use feedback from and co-design with users to develop our platform further, either building out new functionality or refining existing processes. At the time of writing (May 2024) we have just engaged the Shaw Trust (a user-led organisation) to conduct an accessibility audit of the platform to ensure that the platform is welcoming to people with a wide variety of needs. We are a social enterprise model with all profits ploughed back into the purposes of the business, or to support the charitable objects of our shareholders.

Pricing

• Price: £7,500 to £7,500 a unit
• Discount for educational organisations: No
• Free trial available: No

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 ruth.cousens@thislabs.org. Tell them what format you need. It will help if you say what assistive technology you use.