Service Robotics Ltd.

GenieConnect®

GenieConnect® platform enhances support provided to people in social care. Offering comprehensive, flexible care and support, empowering individuals to live independently in their homes for
longer. The platform transcends geographic
barriers, reluctance to care and accessibility issues by
providing remote care from anywhere with an internet
connection.

Features

• Remote Care
• Medical Reminders
• Assistive technology
• Virtual care platform
• Technology enabled care
• Hydration and food reminders
• Closed User Group network
• Mood check-ins
• Companion App
• Video calling

Benefits

• Medication compliance
• Enables independent living
• Dehydration prevention
• Mental health awareness
• Enables companionship and human connectivity
• Access to safe curated information
• Secure digital environment
• Animates informal carers, friends and family
• Hybrid care delivery
• Loneliness alleviation

£133 to £208 a licence a month

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 carolyn.muir@serviceroboticsltd.co.uk. Tell them what format you need. It will help if you say what assistive technology you use.

Framework

G-Cloud 14

Service ID

302841340451226

Contact

Carolyn Muir
07815116150
carolyn.muir@serviceroboticsltd.co.uk

Service scope

• Software add-on or extension: No
• Cloud deployment model: Public cloud
• Service constraints: A WiFi connection is required for GenieConnect® robot element. In the absence of a local WiFi service, a cellular connected hotspot can be supplied as an optional extra service.
• System requirements: Access to a WiFi network or WiFi hotspot

User support

• Email or online ticketing support: Email or online ticketing
• Support response times: Priority 1: ; Time to respond: 1 Working hour ; Time to resolve: 4 Working hours; ; Priority 2: ; Time to respond: 2 Working hours; Time to resolve: 2 working days ; ; Priority 3: ; Time to respond: 4 Working hours; Time to resolve: 10 working days ; ; Priority 4: ; Time to respond: 8 Working hours; Time to resolve: 30 working days
• 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: Web chat
• Web chat support availability: 9 to 5 (UK time), Monday to Friday
• Web chat support accessibility standard: WCAG 2.1 AA or EN 301 549
• Web chat accessibility testing: Webchat is currently used for in-bound enquiries.
• Onsite support: Onsite support
• Support levels: As part of our deployment services we provide on-site support as needed which includes both technical and account management. We also provide ongoing 2nd and 3rd line technical support via multiple channels.
• Support available to third parties: Yes

Onboarding and offboarding

• Getting started: A full suite of onboarding training and support is provided pre-service commencement. This includes training on-site workshops, online resources, telephone and email support and user documentation including "how to" videos and YouTube content. All customers are supported by a dedicated account manager and regular governance meetings to review progress.
• Service documentation: Yes
• Documentation formats:
  • HTML
  • PDF
  • Other
• Other documentation formats:
  • Word documents
  • Video (Canva, YouTube)
  • Web based self serve
  • Hard copy (brochures, guides)
  • Email
  • Human support by chat and telephone
• End-of-contract data extraction: Data is supplied as a data extract in a format to be agreed with the customer. As the data processor we follow the instructions of the data controller regarding extraction, and provide evidence of compliance.
• End-of-contract process: Data extract is supplied. ; Customer data is archived for 7 years for legal reasons. ; Customer access to applications is removed. ; All supplied hardware is collected by the customer and returned to SRL, unless any hardware has been purchased.; A summary report is produced and shared with the customer.

Using the service

• Web browser interface: Yes
• Supported browsers:
  • Microsoft Edge
  • Firefox
  • Chrome
  • Safari
  • Opera
• Application to install: Yes
• Compatible operating systems:
  • Android
  • IOS
• Designed for use on mobile devices: Yes
• Differences between the mobile and desktop service: Companion app is supported for Android and iOS mobile devices.
• Service interface: Yes
• User support accessibility: WCAG 2.1 AA or EN 301 549
• Description of service interface: Web-based platform and native app
• Accessibility standards: WCAG 2.1 AA or EN 301 549
• Accessibility testing: This is on our road map for completion in 2024.
• API: Yes
• What users can and can't do using the API: SRL has a public facing RESTful API allowing approved clients to build an integration with SRL. This enables access to a range of API calls to allow integration with SRL functionality to read and write data.
• API documentation: Yes
• API documentation formats: Open API (also known as Swagger)
• API sandbox or test environment: Yes
• Customisation available: Yes
• Description of customisation: 3rd party apps available on the system can be selected from a pre-selected list. Custom and bespoke performance and KPI reporting can be configured by the customer.

Scaling

• Independence of resources: The application is hosted in a PaaS environment that utilises auto-scaling and high availability capability. ; ; The environment is proactively monitored in real-time by developers and customer support staff who address any issues within the applicable SLA requirements.

Analytics

• Service usage metrics: Yes
• Metrics types: Through the dashboard, agent users can view real-time and historic usage of the platform and activity of users.
• Reporting types:
  • API access
  • 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: Up to Baseline Personnel Security Standard (BPSS)

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: Supplier-defined controls
• Penetration testing frequency: At least once a year
• Penetration testing approach: ‘IT Health Check’ performed by a CHECK service provider
• Protecting data at rest: Encryption of all physical media
• Data sanitisation process: Yes
• Data sanitisation type: Deleted data can’t be directly accessed
• Equipment disposal approach: A third-party destruction service

Data importing and exporting

• Data export approach: Data can be exported from platform via .csv or spreadsheet formats. For more complex data exports, we can assist users in exporting their data should they have a requirement to do this.
• 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: 99.9% during normal business hours, except for planned maintenance with an agreed period of advance notice and/or emergency maintenance. Planned and unscheduled maintenance will, however, be carried out outside of business hours wherever possible.
• Approach to resilience: We have an application load balancer over multiple redundant back-end servers and provide a high-availability platform. All new releases follow our testing policies before deployment. In the event of a loss of WiFi connection, the service is resilient and will continue to provide critical functionality to clients.
• Outage reporting: Via email alerts; Cloud service provider alerts via API and dashboard

Identity and authentication

• User authentication needed: Yes
• User authentication: Username or password
• Access restrictions in management interfaces and support channels: Users are assigned to roles that describe what systems they can access. For instance a Genie User cannot access the Care Portal and view other users data.
• Access restriction testing frequency: At least once a year
• Management access authentication: Username or password

Audit information for users

• Access to user activity audit information: Users receive audit information on a regular basis
• How long user audit data is stored for: User-defined
• Access to supplier activity audit information: Users receive audit information on a regular basis
• How long supplier audit data is stored for: User-defined
• How long system logs are stored for: User-defined

Standards and certifications

• ISO/IEC 27001 certification: No
• ISO 28000:2007 certification: No
• CSA STAR certification: No
• PCI certification: No
• Cyber essentials: Yes
• 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: We're currently compliant to Cyber Essentials/+ and ISO27001:2013. Over 2024 we are aiming to be certified by both of these.
• Information security policies and processes: We've developed our policies to comply to Cyber Essentials. These policies will be extended to meet ISO27001:2013 and any Cyber Essentials/+ changes accordingly.

Operational security

• Configuration and change management standard: Supplier-defined controls
• Configuration and change management approach: We follow the configuration and change management processes set out in our to be ISO27001 certified information security management system. Following ISO27001, a Change Management Board, including all primary stakeholders from technical, development, support staff and customer account disciplines, reviews and evaluates the security implications and performs risk and impact assessments of requested changes. All development changes follow our defined DevSecOps pipeline processes ensuring testing and acceptance criteria are met before release to production. All releases undergo internal security testing against OWASP Top 10 vulnerabilities.
• Vulnerability management type: Supplier-defined controls
• Vulnerability management approach: We follow vulnerability management processes as set out in our to be ISO27001 certified information security management system. Penetration Tests are performed at least annually by external accredited test houses and more frequently whenever significant software or infrastructure changes are completed. The AWS Security Hub is used to monitor the service in real time and to generate action alerts. Any required remedial actions are prioritised and expedited and patching is performed weekly by the development team.
• Protective monitoring type: Supplier-defined controls
• Protective monitoring approach: We perform protective monitoring processes defined in our to be ISO27001 certified information security management system. The environment is actively monitored in real time for alerting and logging is enabled to identify any potential compromises. These would be treated as high-severity incidents and receive immediate attention consistent with our SLAs for P1 incidents. P1 incidents are reported to the CTO and COO who oversee security issues, for review and potential further action including Root Cause Analysis and future Preventative measures.
• Incident management type: Supplier-defined controls
• Incident management approach: We follow incident management processes defined in our to be ISO27001 certified information security management system. This ensures incidents are identified promptly, prioritised and analysed to facilitate resolution, recovery and closure. The process is managed by our customer support team who receive incident notifications from customers or operations teams, and will coordinate activities and communicate with customers the incident status and updates on resolution and expected fix times. Incident reports will be shared if requested. An incident management plan is in place and incident and BCP/DR training and testing takes place regularly for a variety of incident scenarios.

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

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

  Fighting climate change

  Care providers will be able to redirect scarce care resources to where they are most needed for in-person visits while the productivity of other carers can be increased by up to 80% and in-person visits reduced by 20%.The ability to substitute a small proportion of care visits for virtual care visits, has an obvious impact on the environment due to the reduced number of miles travelled by carers. With approximately 1 million care visits delivered every day in the UK, a reduction of just 1% results in a reduction of CO2 emissions by over 4,000 Tonnes per year.

  Covid-19 recovery

  As a result of the Covid pandemic many carers took early retirement or changed their careers to less demanding ones. This has greatly contributed to the estimated 300,000 job vacancies that exist in UK care. The introduction of remote care delivery opens up the possibility of attracting those people back into care because it introduces roles that remove obstacles such as physical demands, inflexible working conditions, poor work-life balance and vehicle ownership.

  Tackling economic inequality

  Societal benefits include improved care outcomes for the most vulnerable in society through hybrid care delivery models. The GenieConnect® platform is applied to care recipients who are eligible for state-funded care and is therefore by definition inclusive regardless of socio economic factors.

  Equal opportunity

  Carers who are less able to travel, or due to socio economic factors do not have their own transport, will be able to continue working as remote carers. Those who choose not to be vaccinated can still perform their duties as remote carers.

  Wellbeing

  Recognizing employee success and fulfilment is integral to our collective growth and we’re committed to fostering a supportive and inclusive work environment where flexibility is not just a perk, but a fundamental principle. By including remote options and adaptable schedules, we empower our team members to maintain a healthy work-life balance, nurturing both their personal and professional lives. ; Moreover, we believe in aligning our employees' interests with the company's success. Through share options, we provide them with a stake in our journey, ensuring that their dedication and hard work are rewarded as we thrive together. ; ; Facilitating continuous growth and development opportunities for our employees. Whether through tailored training programs, mentorship initiatives, or educational allowances, we empower them to expand their skills, knowledge, and expertise, enabling them to reach their full potential and drive innovation within our organization.

Pricing

• Price: £133 to £208 a licence a month
• 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 carolyn.muir@serviceroboticsltd.co.uk. Tell them what format you need. It will help if you say what assistive technology you use.