ACF TECHNOLOGIES (UK) LIMITED

Queue Management Solution for Primary Care, Secondary Care, or Community Health

Our physical and virtual queue management solutions support primary care, secondary care, and community health services to deliver efficient, accessible care. The solutions reduce waiting times, improve patient experience, optimise workflows, and provide real-time insights to manage demand, prioritise patients, and support digitally enabled healthcare delivery.

Features

• Physical and virtual queue management
• Virtual queue management for on-site and remote waiting
• Printed or digital patient tickets
• Kiosk interface for patient self check-in
• Digital signage displaying queue and clinic information
• Automated patient notifications, updates, and feedback surveys
• Staff user interface for triage, managing and serving patient queues
• Real-time operational reporting and dashboards
• ISO9001, ISO27001, Cyber Essentials, WCAG and EN 301 549
• AI-driven analytics, and APIs for integration with healthcare systems

Benefits

• Reduced patient waiting times
• Improved patient experience and satisfaction
• Optimised clinical and administrative staff utilisation
• Increased clinic and service throughput
• Improved routing based on patient needs and staff skills
• Increased accessibility and equity of access
• Real-time team manager operational visibility and control
• AI-powered insights to support service improvement
• Secure, proven, resilient, and scalable healthcare-ready platform
• End-to-end digitisation of patient flow and experience

• Free trial available

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

Framework

G-Cloud 15

Service ID

323608550072071

Contact

Sales
0333 600 8090
uksales@acftechnologies.com

About the service

• Service categories:
  • Applications
    • Customer relationship management
      • Sales force productivity and management
        • Sales force productivity and management
      • Customer service
        • Customer service
      • Contact centre
        • Contact centre
• Multi cloud support: Yes

Service scope

• Software add-on or extension: No
• Cloud deployment model:
  • Public cloud
  • Private cloud
  • Community cloud
  • Hybrid cloud
• Service constraints: None to highlight. All our solutions technology and processes are industry-standard.
• System requirements:
  • An internet connection for staff users (using HTTPS)
  • Modern web browser for staff users
  • Network access (Port 443)

User support

• Email or online ticketing support: Yes
• Support response times: For P1 issues our SLA for response is 1 hour, however, our average response time is usually much lower. For lower priority tickets, our response time SLA increases gradually, e.g. P2 - 4 hours, P3 - 6 hours. Response times apply to the days of your coverage, but standard support covers Monday to Friday.
• 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: Yes
• Support levels: 1. Standard: 08.00 - 18.00, Monday to Friday, all priority tickets. 24 x 7 for P1s. Included within base price. ; 2. Standard + weekends coverage: Estimate = 20% increase of support cost. ; 3. Full 24 x 7: Full coverage, all priority tickets, 24x7. Estimate = 50% increase of support cost.
• Support available to third parties: Yes

Onboarding and offboarding

• Getting started: We support healthcare users through a structured onboarding process designed to ensure a smooth and efficient start to using the service. Implementation begins with a remote onboarding and configuration phase, where the service is set up to reflect clinical and operational requirements, including patient queues, workflows, user roles, and integrations where required.; ; Once configured, users are supported through remote training sessions delivered by experienced product specialists. Training is tailored to different user roles, including administrators, service managers, and frontline clinical or reception staff. Remote training sessions are interactive and recorded, allowing teams to revisit material at any time and support staff rotation or onboarding of new colleagues.; ; Recordings are supplemented with user documentation, including step-by-step guides and best-practice recommendations, to support day-to-day operation. After go-live, users retain access to training materials to support ongoing adoption and service optimisation. Additional remote training can be provided to support service changes, new sites, or workforce updates without requiring onsite resources.
• Service documentation: Yes
• Documentation formats: PDF
• Documentation accessibility standard: EN 301 549
• End-of-contract data extraction: At the end of the contract, healthcare organisations can extract their data through a structured and supported exit process. A full export of all patient, configuration, and operational data is provided in an agreed, commonly used format to support reuse or migration to another system. Data extraction is coordinated to ensure completeness, accuracy, and minimal disruption to live services. Once the buyer has confirmed successful receipt of the data, a controlled and auditable data deletion process is carried out across all environments in line with contractual, NHS, and data protection requirements. Written confirmation of deletion is provided. Where additional assistance is required, such as extended access, data transformation, or migration support, this can be provided on request with costs agreed in advance.
• End-of-contract process: At the end of the contract, we will provide the buyer with a full back-up of all patient and service data in an agreed format. Once data transfer has been confirmed, a controlled and auditable data deletion process is completed across all environments, in line with contractual, legal, and healthcare data protection requirements. Written confirmation of data deletion is provided. Where additional support is required, such as extended data access, migration assistance, or technical guidance, this can be provided on request with costs agreed in advance. This approach ensures a secure, transparent, and well-managed exit, minimising disruption and supporting continuity of care.

Using the service

• Web browser interface: Yes
• Supported browsers:
  • Microsoft Edge
  • Firefox
  • Chrome
• Application to install: No
• Designed for use on mobile devices: Yes
• Differences between the mobile and desktop service: High-usage pages of the application are mobile optimised, and all pages compatible with mobile.
• Service interface: Yes
• Description of service interface: The service provides a feature-rich web user interface designed to be intuitive and easy to use for both citizens and staff. The interface is fully device responsive, ensuring a consistent experience across desktops, tablets, and smartphones without the need for additional software. Multi-lingual support is available to accommodate diverse user needs, improving accessibility and inclusivity. The design follows accessibility and usability best practices, supporting efficient self-service and assisted interactions across a wide range of service environments.
• Accessibility standards: EN 301 549
• Accessibility testing: Tested and confirmed to EN 301 549 and WCAG 2.1 AA standard and Section 508 Provisions.
• User support accessibility: EN 301 549
• API: Yes
• What users can and can't do using the API: The Queue Management service provides a secure HL7 and RESTful API that enables healthcare organisations to integrate patient flow and queuing capabilities into existing digital services, including websites, mobile applications, patient portals, appointment booking systems, and contact centres. The API supports the creation and management of physical, virtual, and hybrid queues, allowing patients to be added to queues, assigned priorities, routed to appropriate services or clinics, and progressed through their care journey.; ; It enables real-time access to queue status, patient position, and estimated waiting times, supporting both patient self-service and staff-assisted workflows. Operational actions such as calling the next patient, transferring between clinics or services, recording attendance outcomes, and handling no-shows can be performed via the API. The service also exposes live and historical queue metrics to support operational oversight, capacity planning, and continuous service improvement.; ; All requests and responses use JSON over HTTPS, with standard HTTP status codes. Access is secured using industry-standard authentication mechanisms and role-based access controls. The API is designed to support scalable, high-volume healthcare environments and the end-to-end digitisation of patient flow.
• API documentation: Yes
• API documentation formats:
  • HTML
  • PDF
  • Other
• API sandbox or test environment: Yes
• Customisation available: Yes
• Description of customisation: What can be customised includes user interface design, patient queue and routing behaviours, prioritisation rules, data collection fields, integrations with third-party healthcare systems, and visual design and branding. This allows healthcare organisations to tailor how patients join queues, how they are prioritised and routed between services or clinics, what information is captured, and how the service aligns with existing digital channels and accessibility standards.; ; How users can customise depends on the type of configuration. User interface elements, queue rules, workflows, data fields, and branding are configured using modular configuration components packaged as Q-Apps. Q-Apps control how each deployment behaves and ensure configurations are applied consistently across sites, services, channels, and environments. Integrations are configured using secure APIs and standard connectors, in line with buyer requirements and security controls.; ; Who can customise the service includes authorised buyer administrators and implementation partners. Configuration changes are governed through role-based access controls to ensure clinical governance, consistency, and auditability, while allowing services to evolve as care delivery needs change.

Scaling

• Independence of resources: The service is delivered using a single-tenant architecture, ensuring each healthcare organisation operates within a dedicated environment with fully isolated resources. This guarantees that demand, usage patterns, or peak activity from other organisations cannot impact performance or availability. Capacity is allocated specifically to each tenant and can be scaled to meet agreed clinical and operational demand levels. Continuous monitoring ensures performance remains stable, providing consistent and predictable service delivery regardless of activity elsewhere on the platform.

Analytics

• Service usage metrics: Yes
• Metrics types: The service provides a comprehensive set of real-time and historical usage metrics to support operational management and continuous improvement in healthcare settings. Metrics include patient queue volumes, average and maximum waiting times, service and consultation durations, throughput, abandonment and no-show rates, and staff utilisation. Live dashboards provide visibility of current demand and performance across clinics and services, while historical reports support trend analysis, capacity planning, and service optimisation. Metrics can be filtered by site, clinic or service type, time period, and channel, enabling data-driven decision making, performance monitoring, and service reporting.
• Reporting types:
  • API access
  • Real-time dashboards
  • Regular reports
  • Reports on request
• Resource tagging: Yes
• FOCUS resource tagging: No

Supplier type

• Supplier type: Reseller providing extra features and support
• Organisation whose services are being resold: Q-nomy

Staff security

• Staff security clearance: Conforms to BS7858:2019
• Government security clearance: Security Clearance (SC)

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: 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:
  • Physical access control, complying with CSA CCM v4.0
  • Physical access control, complying with SSAE-18 / ISAE 3402
  • Encryption of all physical media
  • Scale, obfuscating techniques, or data storage sharding
• Data sanitisation process: Yes
• Data sanitisation type:
  • Data Erasure
  • Explicit overwriting of storage before reallocation / Secure Erase
• Equipment disposal approach: A third-party destruction service

Data importing and exporting

• Data export approach: Data exporting is a permission controlled feature. This is commonly only available for Manager and Administrator users accessing reports within the Info Centre. There are UI action buttons that allow for data extraction, including a file type selection, e.g. CSV, PDF, Word, PPT, XML.
• Data export formats:
  • CSV
  • Other
• Other data export formats:
  • PDF
  • Word
  • Excel
  • XML
  • MHTML
  • TIFF
  • Data feed
• Data import formats:
  • CSV
  • ODF
  • Other
• Other data import formats:
  • XML
  • CSV
  • Excel
  • Other flat file formats

Data-in-transit protection

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

Availability and resilience

• Guaranteed availability: Service availability is guaranteed at 99.90% on a monthly basis, excluding planned maintenance periods notified in advance. Availability is measured using continuous monitoring of the live service. The platform is designed using resilient cloud infrastructure to support high availability and rapid recovery from service disruptions.; ; We operate a scaling service level agreement (SLA), with defined service credits applied if availability falls below the guaranteed level. Service credits are calculated based on the extent and duration of the availability shortfall and are applied to future service charges. Full details of SLA thresholds, measurement methodology, and service credit calculations are provided within the contract. This approach ensures transparency, accountability, and assurance for buyers relying on the service for business-critical operations.
• Approach to resilience: The service is designed for resilience using standard Microsoft Azure architectural practices. It is hosted in resilient Azure data centres and uses redundancy across compute, storage, and networking components to minimise single points of failure. The platform supports automated monitoring, health checks, and alerting, with failover mechanisms to maintain service availability in the event of component failure. Data is protected using regular backups and replication in line with Azure best practices. This approach ensures high availability, fault tolerance, and reliable service continuity under normal operation and during unexpected incidents.
• Outage reporting: Service availability is continuously monitored to detect outages or service degradation. When an outage is identified, alerts are automatically generated and sent to ACF operational teams for immediate investigation and response. Customers are then notified via email alerts, providing clear information on the issue, impact, and progress toward resolution. Updates are issued at regular intervals until the service is restored, followed by a confirmation of resolution. Where required, post-incident summaries can be provided outlining root cause and corrective actions.

Identity and authentication

• User authentication needed: Yes
• User authentication:
  • Multi-Factor Authentication (MFA)
  • Username or password
• Access restrictions in management interfaces and support channels: Access to management interfaces and support channels is restricted using role-based access controls and the principle of least privilege. Only authorised personnel are granted access based on their role and responsibilities. Authentication controls are enforced, and access rights are reviewed regularly. Administrative and support access is logged and monitored to provide auditability and to detect unauthorised activity, ensuring management functions and support channels remain secure.
• 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: User-defined
• Access to supplier activity audit information: Users have access to real-time audit information
• How long supplier audit data is stored for: User-defined
• How long system logs are stored for: User-defined

Security governance

• Named board-level person responsible for service security: Yes
• Software Security Code of Practice: Yes
• Security governance certified: No
• Security governance approach: The organisation follows the principles and recommendations of the Software Security Code of Practice. Security governance is aligned to recognised industry standards and is embedded across the software development lifecycle and operational processes. This includes defined security policies, risk management, secure development practices, access controls, vulnerability management, and regular reviews. Security responsibilities are clearly assigned, and controls are continuously monitored and improved to maintain a strong security posture and protect customer data and services.
• Information security policies and processes: The organisation maintains a comprehensive set of information security policies covering areas such as access control, data protection, incident management, risk management, and secure development. These policies are approved by senior management and aligned with recognised industry standards. Clear reporting structures are in place, with defined security ownership and escalation paths. Compliance is ensured through staff training, role-based access controls, documented procedures, and regular reviews. Security controls and adherence to policies are monitored continuously, with incidents reported, investigated, and remediated in line with formal processes.

Operational security

• Configuration and change management standard: Supplier-defined controls
• Configuration and change management approach: Configuration and change management are managed through formal, documented processes. All service components are version-controlled and tracked throughout their lifecycle, from development and testing through to deployment and retirement. Changes are requested, reviewed, and approved before implementation, with clear audit trails maintained. Each change is assessed for potential security impact, including effects on data protection, access controls, and service resilience. Security-related changes are subject to additional review and testing prior to release, ensuring risks are identified and mitigated before changes are applied to live environments.
• Vulnerability management type: Complies with a recognised standard, for example CSA CCM v4.0 or SSAE-18 / ISAE 3402
• Vulnerability management approach: The organisation operates a structured vulnerability management process to identify, assess, and remediate security risks. Potential threats are assessed through regular vulnerability scanning, code reviews, and risk assessments aligned to the service architecture and threat landscape. Information about emerging threats is sourced from trusted channels including cloud provider security advisories, industry alerts, and vulnerability databases. Security updates and patches are prioritised based on severity and risk, with critical patches deployed as a priority and lower-risk updates scheduled through controlled change processes. This approach ensures vulnerabilities are addressed promptly while maintaining service stability.
• Protective monitoring type: Supplier-defined controls
• Protective monitoring approach: The service uses continuous protective monitoring to identify potential security compromises, including real-time logging, alerting, and automated monitoring of system activity and access patterns. Alerts are reviewed by trained personnel to detect suspicious or unauthorised behaviour. When a potential compromise is identified, incident response procedures are initiated immediately, including containment, investigation, and remediation. For Priority 1 (P1) security incidents, the response time is under 1 hour, and often significantly faster, ensuring rapid mitigation and minimal impact to the service and users.
• Incident management type: Supplier-defined controls
• Post-quantum cryptography secure: No
• Incident management approach: ACF follows a defined incident management process with pre-defined procedures for common operational and security events. Incidents can be reported by users through established support channels, including email and service desk systems. All incidents are logged, prioritised, and managed through to resolution. Users are kept informed of progress and, where appropriate, receive incident reports detailing the impact, root cause, actions taken, and preventative measures implemented to reduce the risk of recurrence.

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: No

Pricing

• Discount for educational organisations: No
• Free trial available: Yes
• Description of free trial: Included: Out of the box configured solutions.; Excluded: Any customisations or integrations. ; Timeframe: Up to 3 months.; Please contact us to arrange: uksales@acftechnologies.com

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: 10%
• Between £1,000,001 and £2,500,000: 15%
• Between £2,500,001 and £5,000,000: 20%
• Over £5,000,001: 25%

Standards and certifications

• ISO/IEC 27001 certification: Yes
• ISO/IEC 27001 accredited by: Alyn Franklin, Chief Executive Officer, Alcumus ISOQAR
• ISO/IEC 27001 accreditation date: Wednesday 12 April 2023
• What the ISO/IEC 27001 doesn’t cover: Nothing was excluded from our evaluation.
• ISO 28000:2022 certification: No
• ISO 9001 certification: Yes
• ISO 9001 certification accredited by: Alyn Franklin, Chief Executive Officer, Alcumus ISOQAR
• ISO 9001 accreditation date: Sunday 12 March 2023
• What the ISO 9001 doesn’t cover: Nothing was excluded from our evaluation.
• Quality management systems (QMS): Yes
• CSA STAR certification: No
• PCI certification: No
• Cyber essentials: Yes
• Cyber Essentials Certificate Number: 64187a7e-e744-4ec3-9f6a-3a412727334a
• Cyber essentials plus: No
• Cyber Essentials Alternative: None of the criteria
• Other security certifications: Yes
• Any other security certifications: SOC 2

Social value

• 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
  • 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
  • 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
  • Entitlement to sick pay for the contract workforce, with provision in place for any staff who do not meet the earnings threshold for statutory sick pay, payment of sick pay from day one of absence and payment of staff on the contract workforce who are off sick a replacement income of 100% of their usual earnings for as long as possible
  • 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
  • Volunteering opportunities for staff
  • 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

  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

  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
  • Understanding of local demographics, needs and opportunities for the co-design of the goods, services and works to be delivered under the contract
  • Plans for positive actions with community groups.
• 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
  • Collaborative ways of working with the supply chain to deliver additional environmental benefits in the performance of the contract, including working towards net zero carbon emissions and use of clean energy and green technologies
  • Delivery of additional environmental benefits through 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
• 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

  • Understanding of employment and skills issues, and of the skills and employment shortages of high growth sectors relating to the contract
  • Understanding of the issues affecting the representation of disabled people in the workforce in the market, industry or sector relevant to the contract, and in the supplier’s own organisation and those of its key sub-contractors
  • Inclusive and accessible recruitment practices, and retention-focused activities, including those provided in the Guide for line managers on recruiting, managing and developing people with a disability or health condition
  • 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
  • Inclusive and accessible development practices, including guidance for line managers on recruiting, managing and developing people with a disability or health condition

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

  • Understanding of the issues affecting the development of new skills by target cohort
  • Understanding of the underlying factors affecting improvements to reduce barriers to entry and training schemes for the target cohort(s) related to the contract workforce
  • Understanding of issues relating to entering the contract workforce
• 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

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