LIVA HEALTHCARE UK LIMITED

Liva Engage: Patient Engagement Platform

Liva Engage is a configurable digital platform that supports delivery of prevention and long-term condition programmes. It combines patient self-management tools, two-way communication and automated workflows with real-time data and reporting, enabling scalable, consistent and efficient delivery of personalised support.

Features

• NICE-aligned digital platform for behaviour change and long-term condition management
• Web and mobile access for patients and practitioners
• Real-time patient data capture/ device integrations (activity, weight, clinical, goals…)
• AI-assisted coaching tools to support practitioner decision-making
• Configurable pathways, content and even programmes
• Synchronous and asynchronous omnichannel patient-coach communication (in-app, video, voice, text)
• Integrated assessments, surveys, and outcome measures
• Practitioner dashboard, reporting and analytics (caseload, alerts, uptake, retention, outcomes)
• NHS-grade security, GDPR compliance, and clinical governance
• Dedicated onboarding and account manager

Benefits

• Improves patient engagement through personalised, continuous support
• Enables earlier intervention using real-time patient data
• Increases practitioner productivity and caseload capacity
• Supports consistent, evidence-based delivery at scale
• Reduces administrative burden through automation and AI support
• Enhances visibility of patient progress and outcomes
• Supports hybrid care models and remote delivery
• Improves service efficiency and value for money
• Generates actionable insights for service improvement and reporting
• Help commissioners meet prevention, population health, and other goals

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

Framework

G-Cloud 15

Service ID

321275280857300

Contact

Harry Guttridge
07931253768
bids@livahealth.com

About your service

• Service categories:

  Applications

  Production and operations

  Service industry and public sector operations

  • Healthcare
• Multi cloud support: No

Service scope

• Software add-on or extension: No
• Cloud deployment model: Public cloud
• Service constraints: There are no service constraints of note that would regularly or irregularly interrupt users use of the service.
• System requirements:
  • Web-based health professional portal requires browsers
  • Service users apps require either Android or iOS

User support

• Email or online ticketing support: Yes
• Support response times: Within 24-48 hours on weekdays (depending on SLAs agreed with commissioner).; Questions are responded to on the next working day after weekends.
• 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: Yes
• Web chat support availability: 9 to 5 (UK time), Monday to Friday
• Web chat support accessibility standard: WCAG 2.2 AA
• Web chat accessibility testing: Accessibility is treated as a continuous improvement activity. Liva and Dixa regularly review and test all public-facing products, including Dixa Messenger, Dixa Knowledge and the Survey Portal, using a combination of automated testing and manual assessment.
• Onsite support: No
• Support levels: Service Users (SUs) can log incidents and support requests via Dixa, our helpdesk system. Dixa links to our online help portal, which includes a self-service knowledge base including Frequently Asked Questions, a comprehensive search and a chatbot for initial triage and guidance. The Helpdesk is accessible by email and telephone during weekday working hours. ; Service Users can contact us in the way that suits them. Emails sent to our support address automatically create a ticket in the Dixa Customer Relationship Management (CRM) system. Telephone calls are received through Dixa and logged to a ticket in the same way. Live webchat is available 09:00–17:00 Monday to Friday for real-time, human support, and outside core hours our chatbot offers guided flows that capture details and hand off to the team the next working day. Additionally contact forms are available on the Liva website, our independent Help Centre and directly in-app (via the “?” icon). Embedded forms in Help Centre articles allow a user to move seamlessly from self-help to a ticket if needed.
• Support available to third parties: Yes
• AI chatbot: Yes

Onboarding and offboarding

• Getting started: Liva supports users to start using the service through a structured onboarding process led by a dedicated point of contact. This ensures each organisation is guided through setup, configuration and go-live in line with their service objectives. We provide online training sessions for super users and administrators, focused on day-to-day platform use, configuration and best practice. In addition, web-based user documentation and guidance are available to support ongoing learning, onboarding of new staff and self-service troubleshooting.
• Service documentation: Yes
• Documentation formats: HTML
• End-of-contract data extraction: When a contract ends, users can extract their data by submitting a request to the supplier. Liva supports secure data export in line with contractual terms, information governance requirements and applicable data protection legislation, ensuring data is provided in an agreed format within defined timescales.
• End-of-contract process: At the end of the contract, Liva supports an orderly off-boarding process. On request, customer data is securely extracted and provided in a standard format in line with contractual obligations and data protection requirements. Programme data is supplied in open, non-proprietary formats: CSV extracts are already available, JSON can be provided on request, and FHIR bundles are a planned future addition when available. Following confirmation of successful transfer, data is retained or securely deleted in accordance with agreed retention schedules and information governance policies.
• Documentation accessibility standard: WCAG 2.2 AA

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: The mobile apps (Android and iOS) are patients and service users, while the desktop browser portal is for health professionals and/or clinicians.
• Service interface: Yes
• User support accessibility: WCAG 2.2 AAA
• Description of service interface: Liva Engage provides a user-friendly mobile app for patients and a secure web-based backend for practitioners and administrators. The app enables patients to track behaviours and outcomes, complete surveys, access educational content, set goals, receive reminders and communicate with their care team through two-way messaging. The backend supports programme configuration, patient management, scheduling, content delivery and workflow automation. Practitioners can view real-time patient data, manage caseloads, document interactions and surface insights to support timely, personalised interventions. Administrators access reporting, analytics and governance controls to monitor engagement, outcomes and service performance at scale.
• Accessibility standards: WCAG 2.2 AA
• Accessibility testing: Liva applies a structured approach to interface testing that includes usability, accessibility and assistive technology considerations across the Liva Engage app and related interfaces .; ; Interface testing combines internal UAT, customer-led UAT and independent external usability testing. Internally, Product Researchers, Designers and Product Managers run moderated usability sessions with existing users to assess real-world interaction with key journeys such as onboarding, navigation, surveys, tracking and messaging, with a focus on clarity, ease of use and potential accessibility barriers.; ; Customer UAT is delivered with NHS and organisational partners to validate new features in real service settings prior to release. In parallel, external companies and educational institutions conduct independent usability testing with first-time users, providing unbiased insight and helping identify issues relevant to users of assistive technologies.; ; All findings are logged, prioritised and addressed through a defined remediation process, with fixes verified in subsequent UAT cycles. In addition, Liva aligns its accessibility approach with EN 301 549 and uses third-party accessibility assessments and certification to provide independent assurance of compliance and assistive technology compatibility.
• API: Yes
• What users can and can't do using the API: The Liva Engage API provides limited, controlled functionality focused on patient data management. Through the API, authorised systems can create new patient profiles and update existing patient profile information to support integration with external referral, onboarding or clinical systems. The API does not allow end users or third-party systems to access the user interface, modify programme content, configure workflows, send messages, or view analytics and reporting. All other actions, including patient engagement, content delivery, messaging, scheduling and administrative configuration, must be carried out within the Liva Engage platform by authorised users, in line with role-based access controls and information governance requirements.
• API documentation: Yes
• API documentation formats: Open API (also known as Swagger)
• API sandbox or test environment: Yes
• Customisation available: Yes
• Description of customisation: The Liva platform is configurable rather than custom-built, enabling organisations to tailor service delivery while maintaining clinical safety, governance and consistency.; ; Users can configure prevention and long-term condition programmes, including structure, workflows and sequencing. This includes onboarding journeys, learning content, automated messages, questionnaires and assessments, in-app tasks, human interventions, goals and tracking frameworks. Reporting views, reminders, scheduling rules and messaging templates can also be configured. A broad feature catalogue (such as peer groups, learning modules, quizzes and in-app libraries) can be enabled or disabled. White labelling is available on selected packages, including organisation name and logo, with full options for colours, themes and app splash screens. Language and accessibility settings can also be configured.; ; Customisation is completed via Liva’s secure, web-based administrative backend using built-in tools and templates. Programmes are built from modular components that can be combined to support different delivery models. Changes are validated in non-production environments before release.; ; Customisation is restricted to authorised roles. Customer administrators can configure programmes, features and branding within agreed parameters, while advanced configuration and governance-controlled changes are supported by Liva’s internal teams. Individual patients cannot change programme logic but can personalise goals, tracking preferences, language and accessibility settings within the app.

Scaling

• Independence of resources: Liva Engage is delivered as a dynamic, scalable SaaS platform designed to maintain consistent performance regardless of demand from other users. The service uses automated scaling to adjust resources in response to changes in usage, ensuring workloads are handled efficiently and performance remains stable at peak times. Where required, resources can also be logically or physically dedicated to specific customers or services, providing additional isolation and assurance that one user’s demand does not adversely impact another’s service experience.

Analytics

• Service usage metrics: Yes
• Metrics types: Liva Engage provides usage metrics for both patients and practitioners to support service monitoring, quality improvement and reporting.; ; For patients, metrics include registrations and active users, logins and app usage frequency, completion of onboarding, surveys and assessments, engagement with educational content, goal setting and tracking activity, message activity, appointment attendance and drop-off points across the user journey.; ; For practitioners, metrics include active users by role, caseload size, task and workflow completion, message response times, appointment activity, documentation and note completion, and overall utilisation of key platform features.; ; These metrics are available through dashboards and reports in the administrative backend.
• Reporting types: Real-time dashboards
• Resource tagging: No
• FOCUS resource tagging: No

Resellers

• Supplier type: Not a reseller

Staff security

• Staff security clearance: Other security clearance
• Government security clearance: Baseline Personnel Security Standard (BPSS)

Asset protection

• Knowledge of data storage and processing locations: Yes
• Data storage and processing locations: European Economic Area (EEA)
• User control over data storage and processing locations: No
• Datacentre security standards: Complies with a recognised standard (for example CSA CCM version 4.0)
• Penetration testing frequency: At least once a year
• Penetration testing approach: NCSC approved service provider
• Protecting data at rest:
  • Physical access control, complying with another standard
  • Other
• Other data at rest protection approach: Complying with ISAE 3000 and ISO 27001. Advanced Encryption Standard (AES) with 256-bit keys (AES-256) is the technology we use to encrypt data at rest.
• 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: Data Erasure

Data importing and exporting

• Data export approach: Users export their data by submitting a request to Liva. Following the request, Liva securely extracts the data and provides it in agreed, open formats, such as CSV by default, with JSON available on request, in line with contractual terms and data protection requirements.
• Data export formats:
  • CSV
  • Other
• Other data export formats: JSON
• Data import formats:
  • CSV
  • Other
• Other data import formats: JSON

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)
  • Other
• Other protection within supplier network: Service mesh

Availability and resilience

• Guaranteed availability: Guaranteed availability sits at 99%. SLAs are established at contracting stage to ensure customer satisfaction.
• Approach to resilience: Liva runs a multi-cluster Kubernetes setup with failover and autoscaling to ensure services are always available. There is redundancy in all levels of the setup from database to services.
• Outage reporting: 1. Public dashboard; 2. Email alerts

Identity and authentication

• User authentication needed: Yes
• User authentication: Username or password
• Access restrictions in management interfaces and support channels: Access is restricted through strong authentication, strict authorisation, comprehensive monitoring. Role-based access controls enforce least-privilege principles, with individually assigned accounts protected by MFA - no shared administrative accounts permitted. Development, test, and production environments are segregated, with production access requiring formal approval and monthly reviews. AWS infrastructure uses granular IAM roles; database and tooling access is limited to named individuals. All privileged actions are captured in tamper-resistant audit logs with continuous monitoring and automated alerts. Regarding Support channels, Staff access only necessary information, cannot access production databases, and must verify user identity before account actions. All interactions are fully auditable.
• Access restriction testing frequency: At least once a year
• Management access authentication:
  • Multi-Factor Authentication (MFA)
  • 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 have access to real-time 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

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: Liva formed an Information Security Compliance Committee which acts on behalf of CEO and provides an oversight and a general status of information security within Liva, including its initiatives and effectiveness. The committee consists of Information Security head (deputising CISO), Director of Digital Products and Technology, Legal & Compliance Director and DPO.; ; The foundations of Liva’s information and cyber security framework have been generally based on ISO 27002, CIS 18, Federal Data Protection Act (BDSG) and GDPR, however, adjustments (to standards, not the legislation) were made to better accommodate Liva’s situation.; ; The information and cyber security policy outline all technical and administrative aspects with direct or indirect influence on the operation and use of Liva’s assets, which is reflected in the Statement of Applicability. The actual implementation of these aspects is stipulated by supplementary policies.
• Software Security Code of Practice: Yes

Operational security

• Configuration and change management standard: Complies with a recognised standard, for example CSA CCM v4.0 or SSAE-18 / ISAE 3402
• Configuration and change management approach: Change request is raised by an authorised team member via Jira (ticketing system). Changes that may alter the security posture are approved by the Technical Compliance Director, DPO and Digital Products and Technology Director. A version control system is in place with a comprehensive code review and QA process from the organisation's QA Engineer. All changes are tested within the test environment before they are deployed into production with authority from Digital Products and Technology Director. Release notes contains audit trail of change. Production access is restricted to three named individuals.
• Vulnerability management type: Complies with a recognised standard, for example CSA CCM v4.0 or SSAE-18 / ISAE 3402
• Vulnerability management approach: Liva's vulnerability management process comprises multiple layers of security controls. Liva utilises automated vulnerability scanners including GitHub Security Alerts, AWS Container Scanner, and ArgoCD Container Scanner to identify potential threats. Security is embedded throughout development via code reviews, static code analysis, and source code vulnerability testing. Liva's containerised workloads are managed through Kubernetes, with automated server patching applied. Liva employs SIEM tooling for continuous monitoring and alerting, and maintain subscriptions to CVE forums for threat intelligence. A defined library update process ensures timely remediation of third-party component vulnerabilities, with risk-based prioritisation guiding remediation efforts.
• Protective monitoring type: Complies with a recognised standard, for example CSA CCM v4.0 or SSAE-18 / ISAE 3402
• Protective monitoring approach: Potential compromises are identified using Amazon CloudTrail and CloudWatch. A security information and event management (SIEM) tool is also utilised to provide unified monitoring, alerting, and security across cloud environment. If a potential compromise has been identified the DevOps team will quarantine and re-provision. The DevOps team response is aligned with the Recovery Time Objective (RTO) which is 6 hours.
• Incident management type: Undisclosed
• Incident management approach: Liva has a comprehensive incident management framework, supported by the Incident Management Policy, Privacy Policy, Safeguarding Policy, Patient Safety Incident Response Framework (PSIRF) and Clinical Governance Policy.; ; Staff reports incidents to the Line Manager for the first instance following the incident management policy. These are directed to Liva's Incident Response Task Force for further advice and response.; ; Clinical incidents are discussed via the Clinical Governance Committee for ongoing review and monitoring. Data incidents are reviewed by the Info Security Compliance Committee. Incident reporting forms are stored securely together with the incident register.
• Post-quantum cryptography secure: Yes

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 v4.0)

Public sector networks

• Connection to public sector networks: Yes
• Connected networks: Other
• Other public sector networks: MLCSU WMP Hub

Pricing

• Discount for educational organisations: No
• 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: 5%
• Between £500,001 and £1,000,000: 5%
• Between £1,000,001 and £2,500,000: 7%
• Between £2,500,001 and £5,000,000: 10%
• Over £5,000,001: 10%

Non-mandatory Standards and certifications

• ISO/IEC 27001 certification: Yes
• Who accredited the ISO/IEC 27001: MSECB
• ISO/IEC 27001 accreditation date: Tuesday 2 August 2022
• What the ISO/IEC 27001 doesn’t cover: N/A
• ISO 28000:2022 certification: No
• ISO 9001 certification: No
• Quality management systems (QMS): Yes
• CSA STAR certification: No
• PCI certification: No
• Cyber essentials: Yes
• Please provide your Cyber Essentials Certificate Number: 2e5be5dd-74ee-4436-8c8d-ded592f304ee
• Cyber essentials plus: Yes
• Please provide your Cyber Essentials Plus Certificate Number: 337b235b-f71d-4952-8ec5-9c761269a6bf
• Other security certifications: Yes
• Any other security certifications:
  • ISAE 3000 Type II
  • NHS Data Security & Protection Toolkit - Standards Exceeded
  • German KBV Certification (KBV-Zertifizierung)
  • Digital Technology Assessment Criteria (DTAC) approval by NHS England

Social value

• Section B - Commitment for Future: Delivery:

  • 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
    • Providing opportunities for, and measuring and monitoring of, staff workforce conditions over time, including employee engagement, involvement in decision-making and satisfaction and adapting to any changes in the results, with clear processes for acting on issues identified
    • Plans to engage the contract workforce in deciding the most important workplace issues to address
    • Monitoring of employee engagement rates (by protected characteristic) and, where necessary, the development of actions to ensure all voices are heard across the diversity of the workforce
    • Employment contracts that reflect actual hours worked; steps taken to ensure employees understand their contracts and have the ability to review and adjust them if actual hours regularly exceed contracted hours
    • Activities that support an environment where staff are educated about, and feel empowered to, address their physical wellbeing
    • Activities that support an environment where staff are educated about and feel empowered to report and address bullying and harassment
    • Activities to cascade good practice on fair working conditions throughout the supply chain
    • Payment of more than the National Minimum Wage or National Living Wage (as appropriate) to the contract workforce
    • Monitoring and reporting of gender and ethnicity pay gaps and plans to address them where necessary
    • Understanding of in-work progression issues affecting 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 support in-work progression to help people in the contract workforce, to move into higher paid work by developing new skills relevant to the contract
    • Support for educational attainment relevant to the contract, including training schemes that address skills gaps and result in recognised qualifications
    • Understanding of the modern slavery risks and issues affecting the market, industry, sector or country (of origin or of source) relevant to the contract, and the workforce in the supplier’s own organisation and those of its key subcontractors
    • How to ensure business decisions re: price/cost, short lead times, payment timescales do not create modern slavery risks in the supply chain
    • How the supplier will work with NGOs, trade unions or other businesses to address modern slavery risk

  • 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 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
    • Support for educational attainment relevant to the contract, including training schemes that address skills gaps and result in recognised qualifications
    • Activities to support relevant sector related skills growth and sustainability in the contract workforce. Illustrative examples: careers talks, curriculum support, literacy support, safety talks and volunteering

  • 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 3: Resilient, innovative and flexible supply chains: Support economic growth through enabling resilient businesses, opportunities for small businesses and voluntary, community and social enterprises

    • Understanding of the types of businesses in the market and the level of participation by new businesses, entrepreneurs, start-ups, SMEs, VCSEs and mutuals
    • Activities to identify opportunities to open up sub-contracts under the prime contract to a diverse range of businesses, including new businesses, entrepreneurs, start-ups, SMEs, VCSEs and mutuals
    • Activities that demonstrate a collaborative way to work with a diverse range of businesses as part of the supply chain
    • Ensuring accessibility to contracting and subcontracting opportunities for disabled business owners and employees
    • Understanding of local demographics, needs and opportunities for the co-design of the goods, services and works to be delivered under the contract
    • Methods for engaging with different parts of the community (including the education system and charities representing the community) and how communities come together to inform decisions, strategy and projects to leave a positive legacy for future generations
    • Measures to involve local stakeholders and/or users in design (e.g. in the design of services, systems, products or buildings)
    • Plans for positive actions with community groups.
    • Plans to respond flexibly and adapt approaches to community engagement and initiatives

  • 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
    • Understanding of how to influence staff, suppliers, customers, communities and/or any other appropriate stakeholders through the delivery of the contract to support climate and nature protection and improvement
    • Activities to reconnect people with the environment and increase awareness of ways to protect and enhance it

  • 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

  • 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 7: Creating a pipeline of opportunities: For the contract workforce, reducing barriers to entry for under-represented groups.

    • Understanding of issues relating to entering the contract workforce
    • Creation of outreach activities to create a pipeline of employees for the future contract delivery

  • 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
    • Understanding barriers to access to health and social care services or employment opportunities e.g. digital inclusion
    • Actions to invest in the physical and mental health and wellbeing of 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 bids@livahealth.com. Tell them what format you need. It will help if you say what assistive technology you use.