Answer Digital Ltd

Data Services: Artificial Intelligence (AI) & Machine Learning Platforms

Answer Digital provides hosted platforms for data and AI solutions for the NHS. Our platforms include solutions for training machine learning algorithms, deploying AI into a clinical setting, and a suite of data and data management solutions hosted in the cloud.

Features

• Software solutions for data governance and metadata management
• Host metadata catalogues in the cloud
• AI solutions to deploy machine-learning algorithms in clinical settings
• Accommodate multi-modal AI inputs: radiology, pathology, genomics, raw clinical data
• National technology standards compliant (DICOM, HL7, FHIR, OMOP)
• Federated learning network allowing models to be securely trained
• Medical Open Network for Artificial Intelligence (MONAI) Framework compliant
• Full support model for hosted solutions
• National regulatory standards compliant (IG, Clinical, Information Security)
• Methodologies include: Agile, DevSecOps, CI/CD, Rainbow-Team, Knowledge Transfer, Shift-Left

Benefits

• Lowers barriers to entry for access to clinical AI
• Enables efficiency and cost savings for clinical pathways and referral-to-treatment
• Harmonises AI deployments through existing Trust clinical IT environments
• Trains and validates local AI research for clinical practice
• Provides clinicians with near real-time access to AI analysis
• Training/validation of AI models without exposing personal identifiable data
• Enables Trusts to adhere to governance & data privacy regulations
• Speeds up AI transformation of patient pathways
• Improves outcomes for patients
• Proven across leading NHS Trusts

£350 to £1,250 a unit a day

Service documents

• Pricing document

  PDF

• Skills Framework for the Information Age rate card

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

Framework

G-Cloud 14

Service ID

396537243705572

Contact

Rebecca Forsyth
0113 201 0600
bids@answerdigital.com

Service scope

• Software add-on or extension: No
• Cloud deployment model:
  • Public cloud
  • Private cloud
  • Community cloud
  • Hybrid cloud
• Service constraints: None
• System requirements: System requirements agreed on an individual client basis

User support

• Email or online ticketing support: Yes, at extra cost
• Support response times: A prioritised help desk process is in place which includes defined 1st, 2nd and 3rd level support. Experienced Answer Technical Account Managers manage/allow for support effort. ; ; Blocker: 5 hours - Acknowledgement; 10 hours - Response; Critical: 10 hours - Acknowledgement; 26 hours - Response ; Major: 48 hours - Acknowledgement; 72 hours - Response ; Minor: 72 hours - Acknowledgement; 1 week - Response Enquiry/Query: 1 week hours - Acknowledgement; 2 weeks - Response. ; ; Responses are only provided during the working week.
• 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), Monday to Friday
• Web chat support: No
• Onsite support: Yes, at extra cost
• Support levels: A prioritised help desk process is in place which includes defined 1st, 2nd and 3rd level support. Experienced Answer Technical Account Managers manage and allow for support effort.; ; A prioritised help desk process is in place which includes defined 1st, 2nd and 3rd level support. Experienced Answer Technical Account Managers manage/allow for support effort. ; ; Blocker: 5 hours - Acknowledgement; 10 hours - Response; Critical: 10 hours - Acknowledgement; 26 hours - Response ; Major: 48 hours - Acknowledgement; 72 hours - Response ; Minor: 72 hours - Acknowledgement; 1 week - Response ; Enquiry/Query: 1 week hours - Acknowledgement; 2 weeks - Response.; ; The basic annual support package is additional, and based on a flat percentage of the total investment (typically 20%). This could be subject to requotation should the support requirements (e.g. hours) during SLA definition be more significant.
• Support available to third parties: Yes

Onboarding and offboarding

• Getting started: Answer Digital provide thorough onboarding including onsite training, online training (classroom or one-to-one) and user documentation covering the platform's features, capabilities, and best practices, catered to different learning styles and levels of expertise. Onboarding sessions will be interactive, enabling engagement and live questions. Role-based Access Control (RBAC) will be implemented with the client to ensure the platform is used correctly from implementation. Feedback will be encouraged iteratively throughout to optimise use for each client. ; ; We will agree bespoke on-boarding activities with each client to integrate the solution with their existing operational procedures.
• Service documentation: Yes
• Documentation formats:
  • HTML
  • PDF
• End-of-contract data extraction: Through Answer Digital's platform, clients own their own data and so don't need to extract it at the end of the contract. They can export data as per our data export process. If necessary, we can agree related bespoke off-boarding processes with each client.
• End-of-contract process: Answer Digital's best practice exit plan is included in the price of the contract. We confirm bespoke off-boarding processes with each client, covering:; ; - Documentation and Training: Clear, tailored, and centralised documentation, co-created and iteratively updated with the client to ensure usefulness. Bespoke training and support through multiple channels to ensure confidence and long-term success. ; - Communication Plan: Thorough plan with clear timelines, expectations, and points of contact for assistance during the transition.; - Contractual Obligations: Review existing contracts to understand any obligations or limitations. Ensure compliance with contractual terms and service continuity through clear actions and responsibilities within the plan.; - Data Protection and Security: Prioritise data protection and security throughout. Implement appropriate measures to ensure data integrity, confidentiality and compliance with relevant regulations.; - Closure and Evaluation: Close down in a systematic manner and conduct a retro to identify lessons learned and areas for improvement.; - Customer Outreach and Feedback: Continuously communicate with customers throughout the exit process, soliciting feedback and addressing concerns promptly. Maintain transparency and accountability to preserve trust and goodwill with customers and stakeholders.; ; This is woven through our delivery to continuously upskill client staff, implement changes following feedback, and ensure sustainability capacity internally.

Using the service

• Web browser interface: Yes
• Supported browsers:
  • Microsoft Edge
  • Firefox
  • Chrome
  • Safari
  • Opera
• Application to install: No
• Designed for use on mobile devices: No
• Service interface: Yes
• User support accessibility: WCAG 2.1 AA or EN 301 549
• Description of service interface: The interface is a secure web app that allows users to deploy and onboard AI applications into clinical pathways.
• Accessibility standards: WCAG 2.1 AA or EN 301 549
• Accessibility testing: Answer Digital uses a combination of Manual and Automated Accessibility testing to assure that less able users can interact with the website without hindrance. All UI components are designed and tested to comply with WCAG 2.1 AA Level: Acceptable compliance for web-based content. This ensures that users within a targeted demographic are not excluded from using the website, proves regulatory compliance and demonstrates commitment to social responsibility as a whole.
• API: No
• Customisation available: Yes
• Description of customisation: Through the Answer Digital platform, clinical workflows can be customised. Who can or cannot review user algorithm outputs can be configured through the interface, including where the ultimate outputs of algorithms is sent; e.g., if they are sent to the clinical PAS or not. Through the user interface, client-chosen system administrators can control customisation.

Scaling

• Independence of resources: Answer Digital take advantage of the Cloud's ability to auto scale services to meet demand and guarantee other users aren't affected.

Analytics

• Service usage metrics: Yes
• Metrics types: Answer Digital provide a system dashboard that shows AI execution statistics and observations, monitoring post deployment where continued surveillance ensures AI applications maintain their safety and effectiveness.; ; We can provide reports on request, usually linked to service desk data such as user activity and SLAs.
• Reporting types:
  • Real-time dashboards
  • Reports on request

Resellers

• Supplier type: Not a reseller

Staff security

• Staff security clearance: Other security clearance
• Government security clearance: Up to Developed Vetting (DV)

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: ‘IT Health Check’ performed by a Tigerscheme qualified provider or a CREST-approved service provider
• Protecting data at rest:
  • Physical access control, complying with another standard
  • Encryption of all physical media
• Data sanitisation process: No
• Equipment disposal approach: A third-party destruction service

Data importing and exporting

• Data export approach: Answer Digital back up data and export it for clients per their requirements. Users request an export; we can do this ad-hoc, or create a schedule. Data is exported into their data centre.
• Data export formats: Other
• Other data export formats:
  • BACPAC file
  • Archive file
  • Snapshot file
• Data import formats: Other
• Other data import formats: As agreed on an individual client basis.

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
  • Bonded fibre optic connections
• Data protection within supplier network:
  • TLS (version 1.2 or above)
  • IPsec or TLS VPN gateway

Availability and resilience

• Guaranteed availability: Answer Digital guarantee 99.9% availability. We have thorough SLAs which cover performance, thresholds, and service credits to refund users if guaranteed levels of availability are not met - 1 service credit per 0.1% under the guaranteed threshold is provided. ; ; Should incidents occur, we have Resolution Time Priority Definitions to identify when a Resolution Time has been exceeded, and applicable service credits (from 2 to 5 depending on the severity) to be issued as a refund. ; ; Service Credits are calculated per Service Period (one calendar month), and each service credit has a value of £125. The Service Credits payable are capped at 20% of the value of the Monthly Support & Maintenance Service charge for the service period that's applicable.
• Approach to resilience: It's available on request.
• Outage reporting: Outages are reported via a public dashboard (status page), where users can see if the system is down for maintenance or there is an unscheduled outage.

Identity and authentication

• User authentication needed: Yes
• User authentication:
  • 2-factor authentication
  • Identity federation with existing provider (for example Google Apps)
  • Username or password
• Access restrictions in management interfaces and support channels: Access in management interfaces and support channels are restricted using Role Based Access Controls (RBAC). These are set up during implementation, and controlled by dedicated system administrators.
• Access restriction testing frequency: At least once a year
• Management access authentication:
  • 2-factor authentication
  • Identity federation with existing provider (for example Google Apps)
  • Username or password

Audit information for users

• Access to user activity audit information: Users contact the support team to get audit information
• How long user audit data is stored for: User-defined
• Access to supplier activity audit information: Users contact the support team to get 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: Alcumus ISOQAR
• ISO/IEC 27001 accreditation date: 8/11/2021
• What the ISO/IEC 27001 doesn’t cover: Elements of the service provision that require conformance with the client's ISO 27001 Information Security Management System.
• 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: NHS Data Security and Protection Toolkit: Standards Exceeded

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: Answer Digital has a ISO 27001:2013 certified Information Security Management system which documents all security policies and processes, and also includes an Information Security Register detailing the reporting structure. The Register details formal board member ownership for each policy and also details administration ownership. Each policy has an agreed review schedule to ensure the policy remains up-to-date and relevant to the company. Training and internal audits are scheduled to ensure that policies are followed.

Operational security

• Configuration and change management standard: Supplier-defined controls
• Configuration and change management approach: Configuration and change management processes are agreed on an individual client basis.
• Vulnerability management type: Supplier-defined controls
• Vulnerability management approach: Answer Digital proactively run vulnerability scanners. We check against the CVE database to identify components that have got any vulnerabilities to respond and mitigate using a severity informed approach.
• Protective monitoring type: Supplier-defined controls
• Protective monitoring approach: Protective monitoring is agreed on an individual client basis as needed.
• Incident management type: Supplier-defined controls
• Incident management approach: Users can report incidents to the service desk, using the dedicated portal to raise a ticket. They then receive an email with the ticket reference, and can manage the correspondence from that link. When completing the ticket, there is a minimum data set requested to ensure the correct information is provided for a timely resolution.; ; Pre-defined processes are shared through user guides and FAQs.; ; Incident reports are provided via email. We share any incidents with clients as part of scheduled reporting.

Secure development

• Approach to secure software development best practice: Conforms to a recognised standard, but self-assessed

Public sector networks

• Connection to public sector networks: Yes
• Connected networks: Health and Social Care Network (HSCN)

Social Value

• Social Value:

  Social Value

  Fighting climate change

  Fighting climate change

  Answer Digital is environmentally-conscious; protecting the environment is everyone’s responsibility. We have robust policies and a publicly available Carbon Reduction Plan, regularly implementing initiatives such as seeking to reduce energy waste, e.g., using energy efficient equipment and a ‘turn off when not in use’ policy. In 2021, for example, Answer replaced all internal lighting with low-energy LED lights.; ; As part of delivering Data Services and AI Platforms, we will promote effective Stewardships of the Environment through engagement at all levels throughout any contract:; ; Staff; - All staff are invited to quarterly social value workshops to define and deliver our shared mission.; - Cycle to work scheme and electric car scheme both available and encouraged, reducing environmental impact of staff travel.; - Ring-fenced time for staff on the contract to spend on social value initiatives.; ; Suppliers & Customers; - Offer to assess environmental impact in connection with the contract with our expert partner Carbon Neutral Britain.; - All activities under the contract including any travel will be fully carbon offset using UN certified carbon credits - contracts will be 100% carbon neutral.; ; Community; - Champion local volunteering initiatives: along with our clients under previous contracts, we worked with the National Trust on Saddleworth Moor to plant moss and drive carbon capture.; - Encourage community uptake in our 2024 tree planting carbon reduction initiative with quantified carbon capture data provided to evidence environmental impact.; - Delivering local Lunch and Learn sessions, advocating for change.; ; We hold ourselves accountable, providing transparent reporting based on agreed datasets to evidence both our commitment and progress and tracking progress through our monthly Social Value Steering Group, overseen at Board level.

Pricing

• Price: £350 to £1,250 a unit a day
• Discount for educational organisations: No
• Free trial available: No

Service documents

• Pricing document

  PDF

• Skills Framework for the Information Age rate card

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