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CACI UK Ltd

Cygnum Integrated Care and Support

Cygnum Care & Support is a complete and integrated digital care management solution designed to help improve the quality and efficiency of care provision. From care planning and scheduling, to recording, reporting and integrating, Cygnum organises, automates and drives best practice.

Features

  • Sophisticated multi-resource scheduling including optimisation and digital wallchart view
  • Implement casework and process with digital forms, contact and workflow
  • User definable business rules to model triggers, actions and outcomes
  • Manage financial planning, timesheets, expenses, pay & billing
  • Utilise a scalable, highly performant and extensible single data source
  • Report on live operational data with interactive dashboards and drilldown
  • Use standard browsers on multi-devices for web and portal access
  • Cygnum Mobile app accessing functionality in the field and offline
  • Integrate with third-party systems using Open APIs and RESTful web-services
  • Secure access including 2FA, single sign-on and role-based authorisation

Benefits

  • Care-workers spend more time delivering informed care rather than admin
  • Coordinators match right resources to right activities at right time
  • Managers have insight to understand demand, delivery, compliance and quality
  • Service Users trust in a caring, understanding and reliable service

Pricing

£499 a user a month

Service documents

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 digital.marketplace@caci.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

3 4 2 2 3 2 7 2 2 5 9 3 8 8 9

Contact

CACI UK Ltd CACI Digital Marketplace Sales Team
Telephone: 0207 602 6000
Email: digital.marketplace@caci.co.uk

Service scope

Software add-on or extension
No
Cloud deployment model
  • Public cloud
  • Private cloud
  • Hybrid cloud
Service constraints
None, other than internet access. Planned maintenance is carried out with the client's knowledge at a time to ensure no or minimal disruption to the client's service.
System requirements
  • Web Application: HTML5 web browser and connection to the internet.
  • Mobile Application: Android or iOS device and connection to internet.
  • For inTOUCH application: Android device and connection to the internet.

User support

Email or online ticketing support
Email or online ticketing
Support response times
Questions can be submitted online at any time through CACI's support ticketing system. CACI application and technical support are available to respond 09:00 to 17:30 Monday to Friday, and at other times by special arrangement.

Whilst CACI will always endeavour to respond to questions as soon as practicable, specific SLAs for response times are as follows:

Priority 0: Loss of service: 15 minutes
Priority 1: Service failure with no workaround: 30 minutes
Priority 2: Service failure with practicable workaround: 48 hours
Priority 3: Application fault with minor impact, or general query: 4 weeks
User can manage status and priority of support tickets
Yes
Online ticketing support accessibility
WCAG 2.1 AA or EN 301 549
Phone support
Yes
Phone support availability
9 to 5 (UK time), 7 days a week
Web chat support
Web chat
Web chat support availability
9 to 5 (UK time), Monday to Friday
Web chat support accessibility standard
None or don’t know
How the web chat support is accessible
Clients can chat with a Customer Care Consultant if they have access to Microsoft Teams.
Web chat accessibility testing
Microsoft publish compliance information regarding Teams and other products' compatibility with assistive technology here: https://cloudblogs.microsoft.com/industry-blog/government/2018/09/11/accessibility-conformance-reports/

CACI has not conducted any testing of Teams or other Microsoft products with assistive technology.
Onsite support
Yes, at extra cost
Support levels
CACI's standard support level, included in our pricing, provides a full solution support desk operated by CACI's Customer Care Team 09:00 to 17:30 Monday to Friday excluding bank holidays.

Our standard SLA for fault resolution is:

Priority 0: Loss of service: 15 minutes response, 4 hour resolution
Priority 1: Service failure with no workaround: 30 minutes response, 10 working day resolution
Priority 2: Service failure with practicable workaround: 48 hours response, 8 week resolution
Priority 3: Application fault with minor impact: 4 weeks response, 12 week resolution

Enhanced SLAs can be arranged on request.

All clients will have a dedicated account manager.
Support available to third parties
No

Onboarding and offboarding

Getting started
As standard, CACI provide superuser training for the service. These are designed to be interactive and are delivered by knowledgeable and experienced consultants, with in-depth knowledge of the solution. User guides supporting this training are also provided. This approach ensures customers are able to deliver training to end users.
Service documentation
Yes
Documentation formats
  • PDF
  • Other
Other documentation formats
DOCX (Microsoft Word)
End-of-contract data extraction
The embedded reporting tools allow for full data extraction by the user in Excel or CSV format.

Where applicable and as needed, CACI can be commissioned to assist with data extraction as agreed on a case by case basis, including to other formats such as XML and JSON.
End-of-contract process
As part of the contract discussions with new clients we would be happy to discuss and agree an exit plan from the contract if required. If a customer chooses not to renew their contract, and once written confirmation is received, we will then implement any processes agreed as part of that plan.
If it has been agreed as part of that plan that all customer data will be extracted from Cygnum and the client requires assistance doing this, then there will be an additional charge. Upon confirmation that all is in order, we then clear the customer instance of Cygnum and shut it down, providing written confirmation to the customer that this has taken place and that we have securely destroyed all their data.

Using the service

Web browser interface
Yes
Supported browsers
  • Internet Explorer 11
  • Microsoft Edge
  • Chrome
  • Safari
Application to install
No
Designed for use on mobile devices
Yes
Differences between the mobile and desktop service
The inTOUCH and Cygnum mobile apps are optimised for functionality and intuitiveness needed for care workers and assessors working in the field.
Service interface
Yes
User support accessibility
None or don’t know
Description of service interface
Users access the Cygnum service through an HTML5 compatible web browser. No client-side installation is required.
Accessibility standards
None or don’t know
Description of accessibility
The Cygnum web application has been designed with users having accessibility needs in mind. For example:

- When considering colours, we aim to achieve a minimum contrast ratio of 4.5:1 in line with WCAG 2.1 criterion 1.4.3 (level AA).
- Keyboard shortcuts are available, in line with WCAG 2.1 criterion 2.1.4 (level A).
- Images of text are not used, in line with WCAG 2.1 criterion 1.4.9 (level AA).

CACI works with our customers to understand and address their users' specific accessibility issues wherever feasible.
Accessibility testing
Internal testing has been carried out during the development of Cygnum to optimise access and usability for customers, i.e. colour schemes, fonts and page layouts. Cygnum is fully compatible with the accessibility features of the leading web browsers; Internet Explorer, Firefox and Chrome. CACI has experience of tailoring visual displays for users with visual impairment, and can discuss specific requirements on a customer-by-customer basis.
API
Yes
What users can and can't do using the API
Cygnum has been designed to be open and interoperable, its integration and analytics engines allow bi-directional third-party integration and data extraction. Cygnum uses an engine based on open API 3.0 REST standards with capability to expose transactions as a RESTful web service.

Cygnum transactions can be easily converted to RESTful API interfaces and this information can be imported or exported to a 3rd party solution, in order to make changes.
API documentation
Yes
API documentation formats
  • Open API (also known as Swagger)
  • HTML
  • PDF
API sandbox or test environment
Yes
Customisation available
Yes
Description of customisation
Cygnum provides extensive capabilities for users to customise the service as operational needs evolve. This includes not only amending configuration parameters and business rules to control the application's behaviour, but also building custom workflows, electronic forms, reports and other solution components. The configuration utilities are included in the Cygnum web application and access is controlled through role-based permissions.

Whilst not an exhaustive list, examples of customisation are provided below:

- A workflow can be created or amended to model a business process. This is achieved using Cygnum's Workflow Designer visual tool.
- An electronic form can be created or amended to capture structured and unstructured information. This is achieved using Cygnum's Input Designer visual tool.
- A document template can be created or amended to generate a Word/PDF output or email body. This is achieved using Cygnum's Output Designer visual tool.
- A report can be created or amended to present information on-screen or generate an output in formats including Excel and CS.

Scaling

Independence of resources
The service is provided as a dedicated tenant for each user. Therefore, the demand of one user does not affect other users.

Analytics

Service usage metrics
Yes
Metrics types
CACI provide metrics on service availability, incident response and resolution times.

Note that CACI monitor metrics from infrastructure and security components in order to pro-actively maximise availability and minimise incidents.

The Cygnum application includes a dashboard for customers to monitor the health of key service components. This includes email alerting where service performance falls below configurable thresholds.
Reporting types
  • Real-time dashboards
  • Regular reports
  • Reports on request

Resellers

Supplier type
Not a reseller

Staff security

Staff security clearance
Other security clearance
Government security clearance
Up to 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
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
Physical access control, complying with another standard
Data sanitisation process
Yes
Data sanitisation type
Explicit overwriting of storage before reallocation
Equipment disposal approach
Complying with a recognised standard, for example CSA CCM v.30, CAS (Sanitisation) or ISO/IEC 27001

Data importing and exporting

Data export approach
The embedded reporting tools allow enable data to be exported by the user in Excel or CSV format.

Where applicable and as needed, CACI can be commissioned to export data as agreed on a case by case basis, including to other formats such as XML and JSON.
Data export formats
  • CSV
  • Other
Other data export formats
  • XLXS - Excel
  • SLK - Symbolic Link (open format for spreadsheets)
  • RTF - Rich Text (open format for documents)
  • HTML - Web browser compatible
  • PDF - Adobe Acrobat
  • Structured data can be exported as XML, JSON or SQL
Data import formats
  • CSV
  • Other
Other data import formats
Structured data can be imported as XML or 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)
  • IPsec or TLS VPN gateway

Availability and resilience

Guaranteed availability
System availability is over 99.5%. 

Anticipated downtime for upgrades and other planned maintenance is agreed in advance with the customer to avoid any impact during busy periods. This proactive approach enables communications to be sent to the user base prior to release. Any service credits agreed for not meeting the system availability will be negotiated during contract discussions.
Approach to resilience
CACI Cloud solutions use AWS and have at least two connections terminating on different devices at a single location. Such a topology helps in the case of the device failure at a location but does not help in the event of a total location failure. For additional resilience clients, use multiple dynamically routed, rather than statically routed, connections to AWS at multiple AWS Direct Connect locations. This will allow remote connections to fail over automatically. Dynamic routing also enables remote connections to automatically leverage available preferred routes, if applicable, to the on-premises network. Highly resilient connections require redundant hardware, even when connecting from the same physical location. If high resilience is required, clients should avoid relying on a single on-premises device connecting to a single AWS Direct Connect device. Also, avoid relying on AWS Managed VPN as backup for connections that are greater than 1Gbps.
The cost of the solution provided will depend on the level of resilience required.
Outage reporting
In the unlikely event of service outage, an email alert is sent to affected users by CACI Customer Care Team accompanied by a telephone call to a designated contact.

Identity and authentication

User authentication needed
Yes
User authentication
  • 2-factor authentication
  • Public key authentication (including by TLS client certificate)
  • Identity federation with existing provider (for example Google Apps)
  • Username or password
Access restrictions in management interfaces and support channels
Access to management interfaces is restricted to named user accounts and through role-based access controls, such that an authenticated user is only authorised to use the functions for which they have been granted permissions.

CACI's support portal can only be accessed by authorised, named individuals who are verified through TOTP 2-factor authentication.
Access restriction testing frequency
Less than once a year
Management access authentication
  • 2-factor authentication
  • Public key authentication (including by TLS client certificate)
  • Identity federation with existing provider (for example Google Apps)
  • 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

Standards and certifications

ISO/IEC 27001 certification
Yes
Who accredited the ISO/IEC 27001
Certified by British Standards Institute for ISO27001 (cert # IS501477).
ISO/IEC 27001 accreditation date
Original Registration Date: 11th April 2006 – last re-certification date was on the 6th July 2021
What the ISO/IEC 27001 doesn’t cover
Our ISO 27001 certification covers all CACI services, offices, and data centres.
ISO 28000:2007 certification
No
CSA STAR certification
No
PCI certification
No
Cyber essentials
Yes
Cyber essentials plus
Yes
Other security certifications
Yes
Any other security certifications
  • ISO 9001 - this includes additional elements regarding security
  • Data Seal - DS 27001/1-2014
  • Registered with the ICO - Network and Information Systems Directive

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
CACI have implemented an Information Security Management System (ISMS) containing a set of policies, procedures, and technical controls for systematically managing sensitive data, systems and processes. The foundation of our ISMS is designed in accordance with the ISO 27000 series of international standards, industry best practices and regulatory controls.

We have also adopted the security best practices detailed within the National Cyber Security Centre’s 14 Cloud Security Principles, 10 Steps to Cyber Security and 12 Supply Chain Principles along with the Government’s Technology Code of Practice into our Information Security Management System (ISMS) and these form part of business-as-usual operations.

CACI maintains a Risk Management programme to mitigate and manage risk companywide. Risk assessments are performed at least annually to ensure appropriate controls are in place to help reduce the risk related to the confidentiality, integrity, and availability of sensitive information.

We maintain ongoing initiatives intended to help minimise the risks associated with human error, theft, fraud, and misuse of facilities. These initiatives include screening, confidentiality agreements, security awareness education and training, and enforcement of disciplinary actions.

Regular audits and a large number of KPI metrics are used to monitor and demonstrate compliance and the continued effectiveness of CACI’s ISMS.

Operational security

Configuration and change management standard
Supplier-defined controls
Configuration and change management approach
Documented change management systems form part of ISMS.

Major/significant changes are peer reviewed and approved by the Change Advisory Board which delivers support to Change Management team who approve, assess, prioritise.

All changes are subject to our Change Control Policy. Where there is the possibility of an impact to user activity, stakeholders are notified for feedback.

Changes are then forwarded to Change Managers for CAB approval, who append plans when appropriate.

Robust systems acceptance testing processes have been established for all new information systems, upgrades, and new versions, conducted by a dedicated Quality Assurance team, ensuring no security impact.
Vulnerability management type
Supplier-defined controls
Vulnerability management approach
CACI have a comprehensive vulnerability management programme that includes conducting weekly vulnerability scans on critical systems and applications.

New patches are promptly risk assessed and prioritised based on the severity of the vulnerability and the threat intelligence available.

Where an emergency patch addresses an imminent threat to the network it is installed without undue delay.

All other Windows patches are installed within 14 days of receipt.
Our system administrators subscribe to alerts and publications to ensure new are emerging threats are countered promptly and effectively and that new Technologies and security best practices are assessed and adopted where appropriate.
Protective monitoring type
Supplier-defined controls
Protective monitoring approach
Robust security logging, monitoring and alerting identify events and prevent security incidents and malpractices. These include access attempts, intrusion protection and data loss prevention.

Logs are stored centrally and reviewed on a daily basis.

CACI have robust and mature incident response plans and processes and business continuity management to minimise the impact of a cyber-security attack or incident.

Should a potential compromise occur, users are notified through CACI's support system, with details being presented in the support portal for review.

Our Security Teams consultants are available 24/7 to react and respond to critical security and infrastructure events.
Incident management type
Supplier-defined controls
Incident management approach
All employees are required to report any real, perceived, or potential security incidents that may affect the confidentiality, integrity, or availability of data.

All Security Incidents are recorded in-line with our Security Incident Policy and Response Procedure, for each incident a root cause analysis is conducted, a corrective action undertaken, and a preventative action will be implemented to prevent or reduce the probability of the incident reoccurring in the future.

CACI’s cyber security management programme includes cyber incident response plans, advanced technical controls, operation resilience and business continuity management to minimise the impact of a cyber-security attack or incident.

Secure development

Approach to secure software development best practice
Supplier-defined process

Public sector networks

Connection to public sector networks
Yes
Connected networks
Public Services Network (PSN)

Social Value

Social Value

Social Value

  • Fighting climate change
  • Tackling economic inequality
  • Equal opportunity
  • Wellbeing

Fighting climate change

As a supplier primarily of professional IT services, CACI’s environmental impact is minimal. However, we are constantly looking at how we can operate more efficiently in our fight towards climate change. We are working towards a Net Zero Carbon business model through our delivery to our customers as promoting this to our supply chain.
This commitment is demonstrated by our achievement of ISO14001 accreditation, which we have held for nine years. To attain this standard, we ensure our Environment Management System (EMS) met the following requirements:
-Awareness of environmental impact through procedures and controls
-Acceptance of responsibility through environmental management systems
-Reducing harmful impacts via environmental policies
-Displaying community responsibility via staff training and awareness

We are fully committed to working towards a circular economy approach and where practically possible CACI select the most sustainable means to operate its facilities We remain aware of any and all opportunities to share, lease, reuse, repair, refurbish and recycle existing materials and products. That includes using recycled paper, enforcing double sided printing, and using Energy Star devices. Our recycling policy includes energy/water consumption, waste materials and paper use.
CACI has an agreed Carbon Reduction Plan (CRP) which is in implementation and is published on our website. This includes a set of carbon reduction targets up until 20450, with a baseline period set from July 2020 to June 2021.

Tackling economic inequality

CACI is dedicated to creating employment opportunities, working with local suppliers and hiring local people. We adjust our recruitment and training processes to focus on attributes rather than qualifications, which could exclude those from a disadvantaged background or deprived areas. Inclusivity and accessibility are encouraged via unconscious bias education and positive and inclusive designs, accessible capabilities, and inclusivity in gathering requirements for digital services. For example, we work closely with the National Autistic Society and Autism at Work to create an inclusive recruitment process, actively supporting neurodiverse candidates to flourish.
CACI works with a number of outreach organisations to develop and attract individuals from minority groups into the cyber security sector, including CyberFirst. A number of our employees volunteer as Ambassadors to this NCSC led government outreach programme. This is a reflection of our belief in the programme’s mission, to develop a sustainable and diverse talent pipeline into the cyber security industry. The majority of the programme’s focus is on students in UK schools, to improve issues with massive student dropout from IT education.

CACI has pledged to promote equality of opportunity within our supply chain, and work with a diverse range, including specialist Small and Medium Enterprise (SME)s. Our network is diverse and wide ranging in terms of skill set, age of business, make up of employees, geographical location, and therefore varying business cultures and diversity of individuals.
We are focussed on creating opportunities from the following groups who experience barriers to employment :
-Long term unemployed
-Armed forces veterans
-Mothers returning to work
-Care leavers

Equal opportunity

CACI’s Equal Opportunities policy formalises our approach to not discriminate against any employee on the basis of sex or sexual orientation, marital or civil partner status, gender reassignment, race, religion or belief, colour, nationality, ethnic or national origin, disability or age, pregnancy or maternity or other characteristics defined in anti-discrimination legislation (Protected Characteristics), or trade union membership or the fact that they are a part-time worker or a fixed-term employee. Our employees and applicants for employment with CACI are not disadvantaged by any policies or conditions of service which cannot be justified as necessary for operational purposes.
CACI is dedicated to ensuring our work environment, operational delivery and recruitment processes accommodate people with disabilities. Adjustments are made to ensure that those with disabilities are included and supported in our workplaces.
Our Workplace Adjustment Passport (WAP) enables employees to declare a disability, workplace adjustments are driven at company level.
CACI has signed up to the Disability Confident Scheme, formalising our commitment to play a lead role in changing attitudes for the better. We aim to successfully employ and retain disabled people and/or those with health conditions. When designing internal training or selecting an external partner, staff are consulted to capture any specialist needs to tailor sessions, including location, means of delivery and materials. This ensures all staff can develop in a comfortable and accessible environment .
CACI also works closely with the National Autistic Society to create an inclusive recruitment process, partnering with their Autism at Work programme; actively supporting neurodiverse candidates to flourish.
CACI have funded the creation of a number of staff networks, where employees with protected characteristics have time and resources to share ideas and support in a safe private environment. CACI have also offered specific training and talks from speakers related to these characteristics.

Wellbeing

CACI has a range of comprehensive support initiatives that have been implemented to aid the health and wellbeing of our workforce (including contractors). Below is a comprehensive list, with specific reference to the six standards of Mental Health at Work commitment.
Promotion of an Open Culture around Mental Health:
-Team of 18 Mental Health First Aiders
-Conduct regular drop-in sessions for all staff, delivered by a Mental Health First Aider Team, focus on a particular element of Mental Health

Prioritising Mental Health in the Workplace by developing and delivering a systematic programme of activity:
-Regular check-ins for staff and our contractor workforce
-Annual Staff Satisfaction Survey, which includes a section on Health & Wellbeing
-Free 24/7 professional counselling
-Private healthcare and health and wellbeing plan (extendable to family members/dependents)
-Employee Assistance Programme
-Discounted gym memberships
-Physiotherapy
-Medical services
-Mental Health First Aider programme
-Stress assessments

Proactively ensure work design and organisational culture to drive positive mental health outcomes
-Comprehensive property and facilities management, ensuring modern, comfortable and state of the art technology for all employees
-Distributed Working Programme, allowing employees and contractors to structure their working week in a way that suits their preference and personal commitments whilst delivering against their work accountabilities
-Open and honest communications at all levels throughout the organisation

Increased organisational confidence and capability:
-Dedicated area of our company intranet for mental health and wellbeing, including various supporting resources and colleagues
-Line Managers and Career Coaches trained in aspects of mental health

Provide mental health tools and support:
-Formal Mental Health First Aid Programme including a team of MHFAs
Increase transparency and accountability through internal and external reporting:
-Publish the results of our annual staff satisfaction survey to all staff. Includes Mental Health and Wellbeing, actions taken and areas for improvement

Pricing

Price
£499 a user a month
Discount for educational organisations
No
Free trial available
No

Service documents

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 digital.marketplace@caci.co.uk. Tell them what format you need. It will help if you say what assistive technology you use.