E.NOVATION UK LIMITED TRADING AS ENOVATION

Enovation UMO cx

Enovation UMO cx is an independent and open Multiple Service Centre solution for monitoring telecare, healthcare and telehealth services. It is offered as multi-tenant Software as a Service (SaaS) .

UMO cx serves as a central control tower for medical and social alarm services, enabling seamless, integrated, and personalised care..

Features

• Event and alert / call handling
• Data management / CRM
• Workflow services
• Data Gateway
• Integration with information systems
• Multi-channel access to service users
• Mobile responder app

Benefits

• Enables living safely at home for longer
• Allows continuous monitoring and support
• Enables proactive outbound care campaigns
• Multiple channels of communication kept in sync
• Supports mobile responders for home visits
• Easy to use from any browser device and location

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

Framework

G-Cloud 15

Service ID

479554911709270

Contact

Liam.Canham@enovationgroup.com
08445611814
sales.uk@enovationgroup.com

About your service

• Service categories:

  Applications

  Production and operations

  Service industry and public sector operations

  • Healthcare
  • Adult Social Care
  • Children's Social Care
• Multi cloud support: No

Service scope

• Software add-on or extension: No
• Cloud deployment model:
  • Private cloud
  • Community cloud
• Service constraints: UMO cx will be available 24 hours per day throughout the year, excluding Maintenance Windows and unless agreed otherwise in the Service Level Agreement. The Vendor works continuously on keeping the maintenance periods with an impact on or downtime of the UMO cx to a minimum using as much as possible the continuous deployment principle. If downtime of the UMO cx is expected during maintenance activities, the Vendor will announce the scheduled maintenance at least the amount of business days agreed in the SLA in advance of the Maintenance Window.
• System requirements:
  • Internet access with backup access preferable
  • Supported browser client
  • MS Office mail

User support

• Email or online ticketing support: Yes
• Support response times: Support is available 24x7. Response times depend on severity and are as agreed in the SLA. For priority levels 1 and 2 (out of 4), response is ASAP and within 1 hour.
• User can manage status and priority of support tickets: No
• Phone support: Yes
• Phone support availability: 24 hours, 7 days a week
• Web chat support: No
• Onsite support: Yes, at extra cost
• Support levels: The Enovation helpdesk is available 24/7/365 and the Service Desk team can be contacted in the following ways;; 1) Telephone Service Desk - A 365/24/7 telephone number; this will allow you to speak to an Enovation Helpdesk engineer and this service is for Priority 1 critical issues only.; It’s also important to raise a ticket in the Enovation Service Desk portal; this ensures that we deal with this Priority 1 Critical incident and we respond in line with our SLA’s.; 2) For Priority 2 – 4 incidents/issues, please raise a ticket in the Enovation Service Desk portal.; ; Support is included in the SaaS fee.; ; Enovation provides a FOC Service Delivery manager as well as a Technical Account Manager for the duration of the contract.
• Support available to third parties: No

Onboarding and offboarding

• Getting started: Enovation provides standard online training and can offer, on demand, also onsite training for integrators, administrators and end-users.; ; User manuals are available online and/or are shared in the onboarding process.
• Service documentation: Yes
• Documentation formats: PDF
• End-of-contract data extraction: On contract termination, Enovation will provide all reasonable assistance in transferring this information to a subsequent platform provider. Excel or .csv formatted data will be provided, with data clearly defined in the export files. It is the responsibility of the new platform provider to import this data into their own platform, and to notify Enovation of any queries or questions. Enovation will provide the export only with express permission from THE CUSTOMER, and will do so free of charge for the following instances:; • Initial export of data to allow the platform provider to check their own import processes ; • Final export of data just before the subsequent platform goes live; • All exports will be provided based on a minimum of 14 days’ notice.; • All client data can be extracted to Excel via an Export module, or a Full Db copy can be negotiated upon request. ; • Data will be erased on the VMs from Azure securely and completely, once THE CUSTOMER confirm the date that they wish this to be actioned.
• End-of-contract process: See former topic.
• Documentation accessibility standard: None or don’t know
• How the documentation is accessible: Electronically via the project.

Using the service

• Web browser interface: Yes
• Supported browsers:
  • Microsoft Edge
  • Firefox
  • Chrome
  • Safari
  • Opera
• Application to install: Yes
• Compatible operating systems:
  • Android
  • IOS
  • Windows
• Designed for use on mobile devices: No
• Service interface: Yes
• User support accessibility: None or don’t know
• Description of service interface: UMO cx offers a wide range of interfaces for managing various alarms and signals. The Alarm and Realtime interfaces support analogue, digital, mobile, and customisable interfaces. ; Through the UMO cx Partner Programme, customers gain access to a wide range of validated products and services interfaces, ranging from traditional mobile and personal security alarms to diverse e-health, home automation, telecare, and telemedicine applications.
• Accessibility standards: None or don’t know
• Description of accessibility: The goal for Enovation UMO cx is to comply to the accessibility principles in a proportionate manner. Some examples of usability principles we are adopting in UMO cx development are: ; • Good readability of the screens by sufficient contrast;; • Good readability of the screens by correct font size;; • Good understandability of fields, icons and abbreviations due to tooltips; ; • Full keyboard accessibility.
• Accessibility testing: The new software UMO cx is built for the Web. Our Enovation Design System contains the elements that are also used in the new software solution. WCAG automated testing is part of the current testing process in development and release processes. ; Next to development testing processes we value the input of our customers and user-communities. This input and feedback are used by our development department to further optimise the UMO product.; ; WCAG highlights ; Web Content Accessibility Guidelines (WCAG) 2 is developed through the W3C process in cooperation with individuals and organizations around the world, with a goal of providing a single shared standard for web content accessibility that meets the needs of individuals, organizations, and governments internationally. ; ; Based on the chapters in the WCAG documents we highlight below some features that are part of the new UMO cx application. ; 1. Perceivable:; Text alternatives, Time-based media alternatives (not applicable for UMO cx) , Adaptable and Distinguishable ; 2. Operable:; Keyboard accessible, Enough time, Navigable; 3. Understandable:; Readable, Predictable, Input Assistance; 4. Robust:; User roles/rights structure.
• API: Yes
• What users can and can't do using the API: UMO cx offers a wide range of interfaces for managing various alarms, signals and data. The Alarm and Realtime interfaces support analogue, digital, mobile, and customisable interfaces. ; ; Through the UMO cx Partner Programme, customers can access a wide range of validated products and services interfaces, from traditional mobile and personal security alarms to diverse e-health, home automation, telecare, and telemedicine applications.; ; UMO cx offers the commonly available published protocols (e.g. TS50134-9 and BS8521-2) and also customised alarm and signal interfaces to precisely match your needs. Through tailored projects, we fulfil specific customer requirements, ensuring seamless integration and optimised functionality. ; ; Enovation UMO cx is equipped with an integrated database and management application. Furthermore, UMO cx offers the flexibility for an external data source to send information to the UMO cx environment, such as a Customer Relationship Management (CRM) systems, utilised by the customers and/or their business partners.; ; It is imperative to have vital information within UMO for managing alarms and initiating follow-ups. Ensuring accessibility to this crucial data remains essential, even when the external CRM data source is unavailable.; ; We can initiate a project to investigating the requirements for an external data management system to access the UMO cx Data Gateway.
• API documentation: Yes
• API documentation formats: PDF
• API sandbox or test environment: Yes
• Customisation available: No

Scaling

• Independence of resources: The Enovation UMO cx service is hosted on our scalable infrastructure and is continuously monitored to ensure good performance. Resource upgrades are scheduled if performance requires.

Analytics

• Service usage metrics: Yes
• Metrics types: Specific service usage metrics can be decided upon in the Service Level Agreement.
• Reporting types: Regular reports
• Resource tagging: No
• FOCUS resource tagging: No

Resellers

• Supplier type: Not a reseller

Staff security

• Staff security clearance: Conforms to BS7858:2019
• Government security clearance: Baseline Personnel Security Standard (BPSS)

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: Managed by a third party
• Penetration testing frequency: At least once a year
• Penetration testing approach: ‘IT Health Check’ performed by a CREST-approved service provider
• Protecting data at rest:
  • Physical access control, complying with another standard
  • Encryption of all physical media
• Data sanitisation process: Yes
• Equipment disposal approach: A third-party destruction service
• Data sanitisation type:
  • Data Erasure
  • Explicit overwriting of storage before reallocation / Secure Erase

Data importing and exporting

• Data export approach: See description 'End-of-contract data extraction'.; ; For in-contract exports, data is exported either via reporting or via XML files using an export tool.
• Data export formats:
  • CSV
  • Other
• Other data export formats: XML
• Data import formats: Other
• Other data import formats: XML

Data-in-transit protection

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

Availability and resilience

• Guaranteed availability: Our target system availability is 100%, with 99.99% fully achievable.
• Approach to resilience: We operate from a highly resilient and redundant Tier 4 MS Azure data centre. More information can be made available on request.
• Outage reporting: Through our online service page which indicates outage and scheduled maintenance: https://enovationgroup.com/nl/service-support/

Identity and authentication

• User authentication needed: Yes
• User authentication:
  • Multi-Factor Authentication (MFA)
  • Public key authentication (including by TLS client certificate)
  • Username or password
• Access restrictions in management interfaces and support channels: When processing personal data, only selected employees within Enovation are able to access personal data. These employees are limited to technical administrators and then only on a "need to have" and "need to know" basis.
• Access restriction testing frequency: At least once a year
• Management access authentication:
  • Multi-Factor Authentication (MFA)
  • Dedicated link (for example VPN)
  • 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: At least 12 months
• Access to supplier activity audit information: You control when users can access audit information
• How long supplier audit data is stored for: Between 1 month and 6 months
• How long system logs are stored for: At least 12 months

Security governance

• Named board-level person responsible for service security: Yes
• Security governance certified: Yes
• Security governance standards:
  • ISO/IEC 27001
  • Other
• Other security governance standards: ISO 9001; Cyber Essentials Plus
• Information security policies and processes: All knowledge and processes are being documented in a central knowledge base: Information Security Management System (ISMS). The Security Office organise on a yearly basis several workshops to be sure important subjects are clearly explained and ensure up-to-date knowledge. Every department also has at least one member of an internal task force to guard the compliance of the security policies in place. Enovation is accredited for the Data Security and Protection Toolkit (DSPT) and also for Cyber Essentials.
• Software Security Code of Practice: Yes

Operational security

• Configuration and change management standard: Complies with a recognised standard, for example CSA CCM v4.0 or SSAE-18 / ISAE 3402
• Configuration and change management approach: For change management Enovation manages five types of changes:; 1. Standard changes; 2. Normal changes; 3. Internal changes; 4. Emergency changes; 5. Release/deploy changes.; Changes can start from a customer and/or an internal Enovation request and are handled within the Clientele ITSM application. Templates are being used for the process itself and the way of processing. Release/deploy changes are handled within the Atlassian's Jira application, including a security risk assessment as described in the ISMS of Enovation. The management of these changes is executed by the Service Management department. Development and Product Management can be involved as well.
• Vulnerability management type: Complies with a recognised standard, for example CSA CCM v4.0 or SSAE-18 / ISAE 3402
• Vulnerability management approach: Enovation makes use of the ISO 31000 definition of risk analysis. A risk is defined as: probability factor x damage factor which can result in five different CVSS scores. The PDCA Cycle of Deming for continuously risk assessment in Atlassian's Jira is being used. In the Change Management process for deployments all steps are described in full details. A specific procedure is in place for priority 1 incidents including a RCA. A decision log is in place for the ISMS and the PDCA cycle. The Enovation Security Office and our partner Northwave are examples of our sources for potential threats.
• Protective monitoring type: Complies with a recognised standard, for example CSA CCM v4.0 or SSAE-18 / ISAE 3402
• Protective monitoring approach: We implement system monitoring from a support perspective. This includes all aspects of the platform from the hardware, the network, the software, and many other variables. Any event that causes one of our custom defined triggers to fire, would generate an automatic incident to on our ticketing platform, and a push notification to be generated on all support personnel mobile devices. This notification cannot be cancelled until actioned. ; As all events are monitored, auditable, and logged, major incident reports are in effect auto generated and can be provided for all major events.
• Incident management type: Complies with a recognised standard, for example, CSA CCM v4.0 or ISO/IEC 27035:2011 or SSAE-18 / ISAE 3402
• Incident management approach: Information Security Incident Management is based on the ITIL framework. Incident Management covers day-to-day standard procedures to control and resolve incidents causing a negative disturbance of our IT services and systems. The procedure is based on ITIL procedures. Users report incidents to the Service & Support department of Enovation. Incidents will be routed to the applicable department for follow-up. Maintenance windows and disruptions are reported via a support portal. The Enovation Support Portal offers customers the opportunity to register incidents themselves and to have insight in the status or their reported 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: No

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: Yes
• Who accredited the ISO/IEC 27001: Kiwa
• ISO/IEC 27001 accreditation date: Thursday 16 November 2023
• What the ISO/IEC 27001 doesn’t cover: Our certification includes the development, maintenance and implementation of our own online software services, as well as the implementation and support of third-party software and hardware, remote as well as cloud based and on premises for customers worldwide.
• ISO 28000:2022 certification: No
• ISO 9001 certification: Yes
• Who accredited the ISO 9001 certification: Kiwa
• ISO 9001 accreditation date: Thursday 16 November 2023
• What the ISO 9001 doesn’t cover: Our certification covers the development, maintenance and implementation of our own online software services, as well as the implementation and support of third-party software and hardware, remote as well as cloud based and on premises for customers worldwide.
• Quality management systems (QMS): Yes
• CSA STAR certification: No
• PCI certification: No
• Cyber essentials: Yes
• Please provide your Cyber Essentials Certificate Number: F1442509-143b-4d54-8a25-32f8b399abe0
• Cyber essentials plus: Yes
• Please provide your Cyber Essentials Plus Certificate Number: 73a992d3-328e-4eff-9378-670e20df5aec
• Other security certifications: No

Social value

• Section B - Commitment for Future: Delivery:

  • Mission: Build an NHS fit for the future: That is there when people need it; with fewer lives lost to the biggest killers; in a fairer Britain, where everyone lives well for longer.

    Policy Outcome 8: Increasing productivity through physical and mental wellbeing: In the supply chain and communities in the relevant area.

    • Understanding of issues relating to health and wellbeing, including physical and mental health, in the contract workforce
    • Understanding barriers to access to health and social care services or employment opportunities e.g. digital inclusion

Service documents

• Pricing document

  PDF

• Service definition document

  PDF

• Terms and conditions

  PDF

Request an accessible format

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