BT PLC

Smart Messaging Tailored for Healthcare from BT

Smart Messaging Tailored for Healthcare is a web-based, cloud-hosted platform for mobile messaging. Send, receive and automates real-time SMS conversations with your patients. Send Friends and Family Surveys (FFT), reduce do not attend rates and engage with your patients.

Features

• SMS service overseeing SMS mobile interactions and SMS campaigns
• Multi-channel communication
• Two way messaging: using shortcodes, keywords or virtual mobile numbers
• Web portal & SMTP email 2 SMS API
• One way SMS Messaging and International SMS. Opt-out capability
• Clinical integrations including: EMIS, AccurX, Allocate, Netcall, Patchs, Footfall
• Multiple API Integration Options including HTTP, SMTP, REST, SMPP
• Real-time reporting, cost centre breakdown & decision automation
• UK data centre security and ISO27001 certified
• Direct UK message routing

Benefits

• Fast and effective mobile communication with your patients
• Mass messaging: contact your customers on their preferred communication channel
• User friendly platform: allowing two-way interactions
• Integrate Smart Messaging with your own CRM and software tools
• Sub users and sub accounts support multi-department organisations
• Supports alpha tags, short codes, Virtual Mobile Numbers and keywords
• Use cases include: appointment reminders, emergency communications, surveys, patient feedback
• Patient surveys: NHS Friends and Family Test (FFT) solution
• Cases including appointment reminders, emergency communications, surveys, patient feedback

£0.04 to £0.04 a unit

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

Framework

G-Cloud 14

Service ID

462326631657749

Contact

Frameworks Team
0800 3288077
ccsframeworks@bt.com

Service scope

• Software add-on or extension: Yes, but can also be used as a standalone service
• What software services is the service an extension to: Third-party integrations are possible via APIs
• Cloud deployment model: Public cloud
• Service constraints: Multi-tenant SaaS architecture. ; Support for international messaging has some country-specific limitations. ; The delivery of messages via our services is dependent on third party carriers and may be impacted by technical and network coverage issues that are outside our control (e.g. due to a handset being out of range or switched off). International SMS - country specific routing/pricing/regulation
• System requirements: Internet Connection

User support

• Email or online ticketing support: Email or online ticketing
• Support response times: All requests acknowledged with ticket reference within 30 minutes (within business hours)
• 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, at extra cost
• Support levels: UK Service Desk Availability Mon - Fri 0800 - 1800 ; Telephone Calls (General Support) Within 30 seconds within Support Hours ; Telephone Calls (24/7 Hotline) Within 30 seconds ; On Call Duty Manager Availability (P1 & P2 only) 24x7x365 within 1 hour All electronic communication requests - average time to respond Within 30 minutes
• Support available to third parties: Yes

Onboarding and offboarding

• Getting started: Welcome email with getting started guide, virtual training sessions and demos available
• Service documentation: Yes
• Documentation formats: Other
• Other documentation formats:
  • Microsoft Word
  • Microsoft Powerpoint
• End-of-contract data extraction: Export reports
• End-of-contract process: The service will continue to roll on a monthly basis at the end of the minimum term agreement

Using the service

• Web browser interface: Yes
• Supported browsers:
  • Internet Explorer 11
  • Microsoft Edge
  • Firefox
  • Chrome
  • Safari
• Application to install: No
• Designed for use on mobile devices: Yes
• Differences between the mobile and desktop service: N/A
• Service interface: Yes
• User support accessibility: None or don’t know
• Description of service interface: Web Portal
• Accessibility standards: None or don’t know
• Description of accessibility: The Smart Messaging portal provides users with access, via any web browser with internet access, to a rich set of features that enable bulk messaging and interactive inbound responses.
• Accessibility testing: Our platform has been tested and passed for accessibility compliance.
• API: Yes
• What users can and can't do using the API: Multiple low/no-code APIs available, including HTTPS, SMPP, SMTP, SFTP/FTPS, Connect API (RESTful, both real-time and batch mode)
• API documentation: Yes
• API documentation formats: PDF
• API sandbox or test environment: Yes
• Customisation available: Yes
• Description of customisation: Sender Names (alpha tags); Virtual mobile numbers; Dedicated short codes; Shared Keyword short codes; Free to end user short codes; API's

Scaling

• Independence of resources: For capacity planning, we monitor the load on the platform, including peak rates/volumes, and ensure that we have sufficient capacity to meet our customers’ growing requirements.

Analytics

• Service usage metrics: Yes
• Metrics types: Send & receive reports
• Reporting types:
  • Real-time dashboards
  • Regular reports

Resellers

• Supplier type: Reseller providing extra features and support
• Organisation whose services are being resold: Soprano Design PTY LTD

Staff security

• Staff security clearance: Other security clearance
• Government security clearance: None

Asset protection

• Knowledge of data storage and processing locations: Yes
• Data storage and processing locations:
  • United Kingdom
  • European Economic Area (EEA)
  • Other locations
• User control over data storage and processing locations: No
• Datacentre security standards: Managed by a third party
• Penetration testing frequency: Less than once a year
• Penetration testing approach: Another external penetration testing organisation
• Protecting data at rest: Other
• Other data at rest protection approach: All users must have unique UserID’s regular password changes (at a minimum every 90 days)accounts must be locked following no more than 5 unsuccessful login attempts unused accounts must be automatically disabled after a period of 60 days and deleted after a further 30 days password strength – (minimum 8 characters, 1 capital, 1 numeric, 1 special character) access to information systems must be restricted according to the role of the individual -regular access reviews must be undertaken; Regular audits of user access; and -more stringent access controls for administrator access must be implemented.
• Data sanitisation process: Yes
• Data sanitisation type: Explicit overwriting of storage before reallocation
• Equipment disposal approach: A third-party destruction service

Data importing and exporting

• Data export approach: Via the administration console
• Data export formats: CSV
• Data import formats: CSV

Data-in-transit protection

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

Availability and resilience

• Guaranteed availability: Target 99.9% availability (not guaranteed)
• Approach to resilience: High Availability Disaster Recovery (HADR) architecture with geographic redundancy Provides data replication protecting against partial and complete failures
• Outage reporting: Outages (and maintenance) are communicated to customers via email

Identity and authentication

• User authentication needed: Yes
• User authentication:
  • 2-factor authentication
  • Username or password
• Access restrictions in management interfaces and support channels: User access levels (Management (BT) profiles, Customer Admin, Customer standard user). Within our servers, our enterprise customers' data is logically separated, so that each customer can only access their data. This is controlled by customer accounts and user access controls i.e. via username and password. Each of the usernames is associated with a particular customer account, and when the user logs in they will only have access to the data associated with that account.
• Access restriction testing frequency: Less than once a year
• Management access authentication:
  • 2-factor authentication
  • 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: Between 1 month and 6 months
• Access to supplier activity audit information: Users contact the support team to get audit information
• How long supplier audit data is stored for: Between 1 month and 6 months
• How long system logs are stored for: Between 1 month and 6 months

Standards and certifications

• ISO/IEC 27001 certification: Yes
• Who accredited the ISO/IEC 27001: BSI {3rd party certificate. Not BT}
• ISO/IEC 27001 accreditation date: 29/06/2023
• What the ISO/IEC 27001 doesn’t cover: Any service element not defined as within the scope of the ISO certification
• 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 DSPT Toolkit

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: BT's Security Policies and processes are modelled against ISO27001

Operational security

• Configuration and change management standard: Conforms to a recognised standard, for example CSA CCM v3.0 or SSAE-16 / ISAE 3402
• Configuration and change management approach: We have formal change management systems in place, with a pre-defined maintenance schedule for updates to the platform. Scheduled maintenance is usually associated with new releases or upgrades, fixes to correct defects, and essential system maintenance.
• Vulnerability management type: Supplier-defined controls
• Vulnerability management approach: We provocatively perform security reviews and engage an independent third party to help test and validate security hardening against industry standards. All web facing systems and services are subject to penetration testing, regular vulnerability scans and following major changes. The application goes through a regular release cycle, typically every 6 weeks, to implement new features, fix bugs and patch vulnerability. Upon identifying a vulnerability issue, the team performs a review to determine if the platform is impacted. If impact is identified then a change process is followed to prepare, test, validate and apply a patch to fix the issue.
• Protective monitoring type: Conforms to a recognised standard, for example CSA CCM v3.0 or SSAE-16 / ISAE 3402
• Protective monitoring approach: SOC 1 (Formerly SSAE 16/ISAE 3402) (Type 2) and SOC 2 (Security & Availability) (Type 2) reports available upon request from AWS, and AWS's SOC 3 (Security & Availability) report is available publicly.
• Incident management type: Supplier-defined controls
• Incident management approach: Hotline assistance for emergency support. This is available 24 hours a day, 7 days a week, 365 days a year to report and manage Critical and Major incidents and manage unplanned outages and faults.; Email technical enquiry service - provides answers and first line technical guidance to email queries and to support all non-critical support requests such as password resets, general platform queries, service provision or modification etc.; Phone technical support service - provides first line technical support to telephone queries during UK support hours.

Secure development

• Approach to secure software development best practice: Supplier-defined process

Public sector networks

• Connection to public sector networks: No

Social Value

• Social Value:

  Social Value

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

  Fighting climate change

  BT Group has been a leader on climate action for over 30 years. We have been tracking our carbon reductions since 1992 and become one of the first companies in the world to set a science-based target in 2008. Our networks and buildings are all powered by renewable electricity, and we are aiming to transition majority of our fleet to electric or zero-emission vehicles by 2030 (now over 2,400 in total). To date, our electric fleet has travelled more than 7.9 million miles, saving over 2,200 tonnes of CO2e, which helps us transition to a net zero economy much faster. ; ; We are investing in full fibre broadband and 5G networks that will pave the way for lower-carbon ways of life and work. We believe to reach Net Zero renewable energy, low-emission vehicles and technology hardware are important, which the Crown Commercial Services also believe. Due to our solutions for Carbon reduction aligning, BT can consider setting a workshop with CCS to share ideas and objectives on how to achieve net zero.; ; We have pledged to become a net zero business by the end of March 2031, and we are targeting net zero for our supply chain and customer emissions by the end of March 2041.We have also set a target to help customers avoid 60 million tonnes of CO2e by the end of March 2030. We aim to contribute to a circular economy by reducing waste and enhancing opportunities to repair, refurbish and recycle. This year, our customers returned more than 1.8 million home hubs and set-top boxes to us and through our refurbishment operation, we reused 83% and recycled the rest. We also collected over 190,000 mobile devices through trade-in schemes, all of which were reused (97%) or recycled.

  Covid-19 recovery

  At BT we understand the important of showing support to others, especially those who are in vulnerable situations. To show our support, BT has launched the award-winning Care Companions initiative during Covid – matching BT volunteers with residents in care homes, providing a befriending service with weekly calls brightening someone’s day. From those humble beginnings there are now around 400 BT volunteers from 29 contact centres across the UK making weekly calls to around 15,000 care home residents. As well as befriending residents, tackling loneliness and isolation, BT volunteers have also continued to support the care homes with fundraising and gardening.; ; We also work closely with Home-Start. A local community network of trained volunteers and expert support, helping families with young children through challenging times. Our partnership helps people improve their digital skills, whilst opening fantastic fundraising and volunteering opportunities for our colleagues. ; ; Our partnership aims to support Home-Start families with: ; · Digital Confidence ; · Data Connectivity ; · Access to devices ; ; Staff will use their volunteering hours to help support families with digital support. We will be teaching families basic digital skills such as using a laptop, tablet, or mobile phones. Also, we would use these hours to help families apply for schools, colleges, and jobs to put them in a position for a better future. ; ; We also offer flexible working. Since Covid people have been through demanding situations, and now going through cost-of-living issues. Giving our employees the chance to work from home twice a week, allows them to save on expenditures traveling from and to the office including spending while within the office. We also understand how covid affected many people through losing loved ones. We hope flexibility allows employees to be more around their loved ones and support each other after going through such tough times.

  Tackling economic inequality

  At BT we are aware, in the UK there are skill shortages for many people who face multiple barriers into employment for several reasons out of their control. This is why we have supported more than 51,000 people with employability guidance and work life digital skills since 2014. Our aim is to boost social mobility and economic productivity by helping young people succeed in an increasingly digital world of work.; ; We are committed to being responsible, sustainable, and inclusive. It is fundamental to our purpose that we ‘connect for good’. BT is one of the largest employers of apprentices in the UK. In 2022, we ranked third place in the top 100 Apprenticeship employers in the UK and recruited more than 2,600 apprentices and graduates over the past four years. An addition to this, we hired 400 apprentices and graduates in 2023 in different cities across the UK such as London, Birmingham, Manchester, and Bristol and more. ; As well as employment schemes, BT have delivered over 185 workshops reaching over 4900 pupils aged between 11 and 19. Our employees share their work skills and experiences with this next generation of employees and drive aspirations to work in engineering, innovation, and technology industries. ; Our 5-hour workshops: ; ; • Give young people the opportunity to explore their individuality, skills and interests through group activities and challenges, supporting their careers education at school. ; • Align with the Gatsby Benchmarks to support schools to deliver great careers education across the UK and Northern Ireland and work towards their quality education standards e.g. OFSTED Inspections ; • Feature STEM (science, technology, engineering, maths) activities that link curriculum-based learning to the skills employers are looking for in areas such as Software Design and Engineering, Fibre Network Build and Cybersecurity Planning and Solutions.

  Equal opportunity

  Everyone, regardless of background, experience, or their place in society, should be afforded opportunities to help them learn and grow. This is the foundation upon which a modern, progressive, and inclusive society functions. In achieving this, we all benefit. We benefit from talent, no matter from where it comes; being able to grow, mature and prosper. This is BT’s philosophy.; ; We have set out some 2030 ambitions relating to gender, ethnicity, and disability. By 2030, our workforce will be; ; • 50% Gender (we want 50% of BT Group colleagues (excl. Openreach) to be women); • 25% Ethnicity (we want 25% of BT Group colleagues (UK workforce, excl. Openreach) to be Black, Asian or from an ethnic minority background); • 17% Disability (we want 17% of BT Group colleagues (UK workforce ex Openreach); • ; We have partnerships with different agencies which we work with to support equal opportunity. Such is Purple Goat, which is one of the UK’s only communications agencies run by disabled people. We partnered with them to deliver a series of videos highlighting the experiences of colleagues with a range of disabilities – including diabetes, autism, and visual and hearing impairments. ; We have also built relationships with Code First Girls, Women Returners, Black Girls Tech Summit, and Girls Talk London. These initiatives help delegates develop their skills and network with peers, creating more opportunities for women to move into technology careers. ; And as lead sponsor of the Avado FastFutures programme, we are helping upskill over 7,000 18–24-year-old learners from ethnically diverse backgrounds. We want to help them develop digital and data skills to unlock opportunities and launch their careers.

  Wellbeing

  At BT, we always put wellbeing and safety first. For us, there are no shortcuts in keeping everyone safe. We work on creating fulfilled, safe, happy, and healthy employees in a culture where everyone can thrive. BT’s supporting wellbeing in the workplace includes: ; ; SilverCloud, which provides programmes designed to help improve and maintain wellbeing by addressing core underlying issues that can have a negative impact on how employees live their lives. We will ensure that all our staff within the contract are aware of this support option if needed. These include modules on stress, money worries, perinatal wellbeing, anxiety and more. Users would usually be recommended to complete one module of their choice within a week period. ; ; We will measure the mental health in respect of the contract using a ‘YourSay’ survey, published annually, of: ; · No. of individuals are aware of the support services. ; · No. of individuals have participated in mental health awareness events. ; · No. of managers who completed the mandatory training. ; · Additionally, managers that qualified mental health first aiders. ; ; BT also provide their Employee Assistance Programmes (EAP). EAP's provide a range of services, notably employee counselling, but also legal advice, practical financial information, and advice on dealing with debts. BT's EAP includes a comprehensive range of personal and group services to help our people deal with worrying or tricky situations. It is entirely free of charge for users. ; The EAP is delivered by Optum - our Occupational Health & Wellbeing Centre of Expertise makes sure the services are delivered to the highest standards to meet our people's needs. You can contact the EAP, in confidence, 24 hours a day, 7 days a week, 365 days a year so that help is available whenever it is needed. Assistance can be provided face-to-face basis or via telephone.

Pricing

• Price: £0.04 to £0.04 a unit
• Discount for educational organisations: No
• Free trial available: No

Service documents

• Pricing document

  PDF

• Service definition document

  PDF

• Terms and conditions

  PDF

Request an accessible format

If you use assistive technology (such as a screen reader) and need versions of these documents in a more accessible format, email the supplier at ccsframeworks@bt.com. Tell them what format you need. It will help if you say what assistive technology you use.