CC2I LIMITED

Habily - Family Health Coach

An AI-powered coach supporting weight management and obesity prevention through proactive, conversational guidance 24/7 via WhatsApp. The platform provides motivational support, practical advice and trusted resources covering nutrition, cooking, physical activity, sleep and wellbeing. Content is tailored to demographics, health priorities and individual weight-management journeys.

Features

• Automated nudges supporting habit formation and sustained behaviour change
• Multi-lingual out of the box
• Using the UK's most popular communication channel; WhatsApp
• Allowing people to 'have a conversation' with accurate, curated content
• AI powered conversation
• Evidence-based content supporting nutrition, activity and behaviour change
• Inbuilt safeguarding monitoring & alerts
• Progress tracking and reporting in line with NHS reporting
• Customisable data capture
• Voice & Text messaging capability

Benefits

• Engaging, conversational support for people on a public health journey
• Ability to control knowledge and advice the AI coach uses
• Reduce digital fatigue, meeting users where they are - WhatsApp
• Proactive engagement supporting early obesity prevention and intervention
• Full human oversight over conversations
• Built in reporting and data export facilities
• AI-enabled support aligned to public health obesity strategies
• Improved accessibility with ability to communicate in voice or text
• All content sources actively monitored for updates
• Relevant and personal advice, learning from the conversation/questions asked

• 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 info@cc2i.org.uk. Tell them what format you need. It will help if you say what assistive technology you use.

Framework

G-Cloud 15

Service ID

471574007153120

Contact

Guy Giles
07973 909663
info@cc2i.org.uk

About your service

• Service categories:

  Application Development and Deployment

  AI platforms

  • Search and knowledge discovery

  AI software services

  • Conversational AI Software Services
  • Generative AI Software Services
  • Personalize AI Software Services
• Multi cloud support: No

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: Our service can be offered through existing channels such as WhatsApp, FB Messenger, Slack, Teams. But this is optional and would be part of setup, to understand how best to engage with the target audience.
• Cloud deployment model: Public cloud
• Service constraints: There are no real constraints as our service can be configured to operate across a range of communication channels (Web, SMS, WhatsApp, Teams, App). Any third party service issues we are unable to control.
• System requirements:
  • Modern Web Browser
  • Access to the Internet

User support

• Email or online ticketing support: Yes
• Support response times: We will classify all error/bug requests as one of urgent, high, normal and low. We will respond to any support ticket (question) within 1 working day. If an issue is reported at the weekend we will respond on the next working day after that weekend.
• 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: No
• Support levels: Our tool is covered by our standard SLA which means buyers have access to our support ticketing system to report issues or ask questions. Tickets are assessed for severity and response times allocated. Where further information is needed, a member of our support team will correspond with the buyer through our support system to ascertain the additional information required.; ; Our core, reactive support service is included in our license cost.; ; At additional cost, we offer a more proactive support arrangement. Here a dedicated account manager would monitor the usage and interactions with your AI chat tool. We'd provide regular feedback on ares of knowledge we feel could be better served. In addition we'll provide commentary around your dashboard usage stats, should you need it. We'll also include quarterly workshop sessions to discuss ways we could enhance how the tool supports your users.
• Support available to third parties: Yes

Onboarding and offboarding

• Getting started: Our service will start with a piece of consultancy where we'd spend time with the organisation and help them shape our AI chat tool to best service their audience. This will look at the knowledge that they have to train our AI assistant with, any processes or journeys they want to lead users through and an understanding as to how best to engage with end users. That could be deciding which communication channels are best to deliver our tool through (e.g. SMS, web, WhatsApp, Messenger). We will also look at any systems that are required to interact with (through function calls within the chat).; ; From this consultancy, we'll shape our proposed solution for use. A period of testing and tweaking will ensure the tool is ready for use. Should any marketing support be needed, we can offer this through our sister agency or help advise internal communications teams.; ; The selected communication channels will be integrated with and tested. Training will be provided for buyer's team around how to manage knowledge within the tool and how to monitor chats happening.
• Service documentation: Yes
• Documentation formats:
  • PDF
  • Other
• Other documentation formats: Video screencasts
• End-of-contract data extraction: Chat history and knowledge are the core data aspects that are held within our chat tool. The chat audit history retention period can be set and defaults to 6 months. Any chat history that is required to be extracted will be downloaded in CSV format. Similarly any "knowledge" that has been input to power the chat replies, will be downloadable in CSV format. Although this information will generally have come form publicly available website pages or documents so may not be needed in extracted form.; ; Any data around usage reporting can be requested and provided in PDF format by us.; ; We don't ask for, or store any personally identifiable information so there is no extract for this. If any additional work has been procured to create online forms or other data capture needs, that information would be extracted and delivered in CSV format. Any chat history that remains within GDPR requirements will also be available for extraction.
• End-of-contract process: At end of contract, the AI Powered chat service would be disabled for the organisation in question. This means any implementation powered through a web widget, WhatsApp or similar will cease to function. We'd help the buyer communicate this to their users before end of contract. There is no extra cost involved end of contract, the service provision would simply end, with any data requested, extracted and provided along with final usage reporting.
• Documentation accessibility standard: WCAG 2.2 AA

Using the service

• Web browser interface: Yes
• Supported browsers:
  • Microsoft Edge
  • Firefox
  • Chrome
  • Safari
  • Opera
• Application to install: No
• Designed for use on mobile devices: Yes
• Differences between the mobile and desktop service: No difference, same functionality just different UI to cater for smaller screen. Our tool can also be accessed through existing user communication channels such as WhatsApp and Facebook Messenger (where buyer requires and this has been set up). Our tool is designed to integrate and be part of an existing user experience.
• Service interface: Yes
• User support accessibility: WCAG 2.2 AA
• Description of service interface: Our service can be used through variety of communication channels, as dictated by the buyer. These include web, WhatsApp, Messenger, Slack, Teams, SMS, an app. Channel choices are shaped around buyer need and the likely engagement from the user audience (based on their habits). ; ; Administration of the service is carried out through a web browser interface, protected by MFA and role-based access.
• Accessibility standards: WCAG 2.2 AA
• Accessibility testing: Our service provides a chat interface for users (powered by AI). We can deliver the service through a range of communication channels including web, WhatsApp, Messenger and more. As such existing tools and the devices they sit on already lean on assistive technology. Any more bespoke integrations we do, we'll perform a more thorough period of interface testing to ensure users with accessibility needs can access and use. Out of the box, our tool allows interaction through voice which means we can cater for those with visual impairment. We will always consider our testing with a view to supporting a user through their device assistive technology, which they'd likely be using across other tools on their device.; ; The administration panel is accessed through a web browser and built to allow on-device assistive technology to support users where needed.
• API: No
• Customisation available: Yes
• Description of customisation: Our core tool is an AI powered assistant. The knowledge it draws on is specific to the setting it sits and this knowledge is sourced from the buyer's expertise. Users can interact with our tool through a variety of communication channels and buyers can select which channels they'd like to support (e.g. WhatsApp, Web, Messenger etc). The context of the assistant and how it talks to users can also be shaped around a buyer's needs. Similarly if specific feedback or survey links need presenting to users, they can be tailored. And finally if there is data a buyer needs to present (e.g. from a directory) we can integrate with external APIs to consider this content and also pass data back to CRM's or similar systems (subject to relevant APIs, governance checks, DPI considerations). Any bespoke integrations are also possible at an additional cost.

Scaling

• Independence of resources: Our solution is hosted on AWS and built to scale with demand. We are leaning on AI models (such as OpenAI, Google Gemini) which are also built to handle and scale to demand.

Analytics

• Service usage metrics: Yes
• Metrics types: Buyers are able to access the service and monitor the conversations happening at any time. In addition they can monitor the feedback received and stats around how people are engaging (devices/channels). They will also be able to see data around any information that is being sought but not found by users as well as offering insight into content popularity.
• Reporting types:
  • API access
  • Real-time dashboards
  • Regular reports
  • Reports on request
• Resource tagging: Yes
• FOCUS resource tagging: No

Resellers

• Supplier type: Reseller providing extra support
• Organisation whose services are being resold: Bullet AI Ltd

Staff security

• Staff security clearance: Other security clearance
• 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: No
• Datacentre security standards: Complies with a recognised standard (for example CSA CCM version 4.0)
• Penetration testing frequency: At least once a year
• Penetration testing approach: 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
• Data sanitisation process: Yes
• Equipment disposal approach: A third-party destruction service
• Data sanitisation type: Data Erasure

Data importing and exporting

• Data export approach: Users can request to export their data in line with GDPR requirements (SAR)
• 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)
• Data protection within supplier network: TLS (version 1.2 or above)

Availability and resilience

• Guaranteed availability: Our service guarantees a 99.9% uptime availability, as outlined in our Service Level Agreement (SLA). This SLA ensures that our services remain highly available and reliable, minimising disruptions and maximising efficiency for users. In the event that we fail to meet this guaranteed level of availability, users are eligible for service credits as compensation.; ; The process for claiming these credits is straightforward: users must submit a claim within 30 days of the reported downtime. Each claim is reviewed against our system logs to confirm the downtime duration. Credits are calculated as a percentage of the monthly service fee based on the severity and duration of the outage. For instance, if the availability falls below 99.9% but remains above 99%, a credit of 5% of the monthly fee is provided. Below 99%, the credit increases to 10%.
• Approach to resilience: Our service is designed with resilience as a core principle to ensure continuous availability and robust protection of assets, in alignment with the government’s 2nd cloud security principle. Our resilience strategy includes redundant data centres located in geographically diverse regions. Each data centre operates on independent power grids and network connections to mitigate regional disruptions. The infrastructure utilises active-active replication to synchronise data across sites in real-time, ensuring no single point of failure.; ; Additionally, our systems are designed to automatically failover to backup facilities without service interruption in the event of a primary data centre failure. Regular disaster recovery drills are conducted to ensure rapid response capabilities and system integrity under various failure scenarios.; ; For security-sensitive details about specific data centre setups and resilience measures, this information is available upon request to ensure confidentiality and integrity of the infrastructure. This approach guarantees that our services remain operational and secure, even under adverse conditions, providing peace of mind and continuity for all users.
• Outage reporting: Our service implements a comprehensive outage reporting system to ensure transparency and timely communication during disruptions. We provide several mechanisms for reporting outages:; ; Public Dashboard: Our users have access to a real-time, public dashboard that displays the current status of all services, including any ongoing outages or issues. This dashboard is updated continuously to reflect the most recent changes and conditions.; ; Email Alerts: Users can subscribe to receive email alerts for any service disruptions. These alerts provide immediate notification when an outage is detected and include regular updates until resolution. After the issue is resolved, a final summary email is sent detailing the outage duration, impact, and any steps taken to prevent future occurrences.; ; These reporting tools are designed to provide comprehensive and up-to-date information, allowing users to plan accordingly and minimise impact on their operations.

Identity and authentication

• User authentication needed: No
• Access restrictions in management interfaces and support channels: We enforce strict access controls on our management interfaces and support channels. This includes implementing two-factor authentication (2FA) for all login attempts. 2FA adds an extra layer of security by requiring a second verification factor, like a time-based code from a mobile app or SMS, in addition to a username and password. This significantly reduces the risk of unauthorised access even if login credentials are compromised, ensuring only authorised personnel can access sensitive information and make critical changes.
• Access restriction testing frequency: At least every 6 months
• 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: Between 1 month and 6 months
• Access to supplier activity audit information: Users receive audit information on a regular basis
• How long supplier audit data is stored for: User-defined
• How long system logs are stored for: Between 1 month and 6 months

Security governance

• Named board-level person responsible for service security: Yes
• Security governance certified: No
• Security governance approach: Our approach to security governance prioritises the protection of sensitive public data. We adhere to the National Cyber Security Centre (NCSC)'s guidance on secure development and deployment [NCSC secure development]. This means we integrate security throughout the software lifecycle, from initial design to ongoing maintenance. We also recognise the importance of risk management. By following a structured approach, we identify and mitigate potential threats to our services, ensuring public trust in our ability to deliver secure solutions.
• Information security policies and processes: As an SME in the UK, we prioritise security with clear policies and processes. We focus on:; ; Policies: We have developed an Information Security Policy outlining data protection, access controls, and incident response. We reference NCSC guidance [NCSC secure development] for secure development practices.; ; Processes: We implement risk assessments to identify vulnerabilities and mitigation strategies. We regularly update software and conduct penetration testing.; ; Reporting: We assign a senior manager to oversee information security. All staff should report security incidents through a designated channel.; ; Enforcement: We regularly review policy adherence through audits and training. Disciplinary procedures address security breaches.; ; This structured approach, with clear ownership and reporting, demonstrates our commitment to information security.; ; We are Cyber Essentials Plus certified.
• Software Security Code of Practice: No

Operational security

• Configuration and change management standard: Supplier-defined controls
• Configuration and change management approach: Our approach integrates version control for robust tracking and security assessments across component life cycles. Each component is logged in a Configuration Management Database (CMDB) detailing versions, deployment, and interdependencies. Changes are managed through version control, supporting detailed documentation, branching for isolated testing, and precise audit trails. Each update undergoes a rigorous security impact assessment before approval and implementation. Post-deployment, we monitor for stability and security compliance, ensuring continuous integrity of the service. This systematic use of version control enhances control and transparency in our change management process.
• Vulnerability management type: Supplier-defined controls
• Vulnerability management approach: Our vulnerability management approach ensures continuous protection and rapid response across all services. We assess threats using industry-standard tools and intelligence from leading cybersecurity agencies and vendors. Each potential threat is evaluated for its impact and urgency, guiding our prioritisation for patch deployment. Patches are systematically tested and deployed within hours for critical vulnerabilities, ensuring minimal disruption. Information on emerging threats is sourced from trusted security advisories and databases, allowing us to stay ahead of potential risks. This proactive strategy ensures robust defence and maintains the integrity and security of our services.
• Protective monitoring type: Supplier-defined controls
• Protective monitoring approach: Our protective monitoring approach leverages advanced detection systems to identify potential compromises swiftly. Using a combination of real-time analytics and threat intelligence, we detect anomalies and signs of unauthorised access or activities. Upon identifying a potential compromise, our incident response team is alerted immediately. We initiate a standardised response protocol that includes containment, eradication, and recovery steps, typically responding to incidents within minutes. Our rapid response ensures minimal impact and quick restoration of services, while post-incident analysis helps strengthen future defences. This vigilant approach ensures continuous security monitoring and swift action on potential threats.
• Incident management type: Supplier-defined controls
• Incident management approach: Our incident management approach utilises predefined protocols for efficiency. Users can report incidents via a support portal, email, or phone. Each report is promptly categorised and addressed based on severity. Updates are communicated through the portal and emails, ensuring transparency. Post-incident, a detailed report is issued, reviewing the cause and resolution steps. This structured process ensures rapid and effective management of incidents.
• Post-quantum cryptography secure: No

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: No

Pricing

• Discount for educational organisations: No
• Free trial available: Yes
• Description of free trial: We'll set up a small demo based on a subset of knowledge provided to us to allow potential buyer to try the service on some sample "chat" scenarios. We'll input that knowledge and allow buyer to interact with the AI chat to test potential output.

Discount percentage by annual call-off contract value (excluding VAT)

• Less than £250,000: 0%
• Between £250,000 and £500,000: 0%
• Between £500,001 and £1,000,000: 0%
• Between £1,000,001 and £2,500,000: 0%
• Between £2,500,001 and £5,000,000: 0%
• Over £5,000,001: 0%

Non-mandatory Standards and certifications

• ISO/IEC 27001 certification: No
• ISO 28000:2022 certification: No
• ISO 9001 certification: No
• Quality management systems (QMS): No
• CSA STAR certification: No
• PCI certification: No
• Cyber essentials: Yes
• Please provide your Cyber Essentials Certificate Number: 03aaef52-f62f-4a67-87bf-e7c7bfd7def7
• Cyber essentials plus: Yes
• Please provide your Cyber Essentials Plus Certificate Number: Eb30c1fb-5517-4260-bd6a-13072b4ed90a
• Other security certifications: No

Social value

• Section B - Commitment for Future: Delivery:

  • Mission: Kick start economic growth. To secure the highest sustained growth in the G7 - with good jobs and productivity growth in every part of the country making everyone, not just a few, better off.

    Policy Outcome 2: Skills for growth: Supporting growth sectors and addressing skills gaps.

    • Activities to support relevant sector related skills growth and sustainability in the contract workforce. Illustrative examples: careers talks, curriculum support, literacy support, safety talks and volunteering

  • Mission: Kick start economic growth. To secure the highest sustained growth in the G7 - with good jobs and productivity growth in every part of the country making everyone, not just a few, better off.

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

    • Activities that demonstrate a collaborative way to work with a diverse range of businesses as part of the supply chain
    • Understanding of local demographics, needs and opportunities for the co-design of the goods, services and works to be delivered under the contract
    • Measures to involve local stakeholders and/or users in design (e.g. in the design of services, systems, products or buildings)

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 info@cc2i.org.uk. Tell them what format you need. It will help if you say what assistive technology you use.