Informed Solutions Ltd

InformedDECISION©

InformedDECISION© is an innovative SaaS platform that provides a ready-made, AI-enabled solution for digitising the end-to-end management of complex cases and applications. It provides: configurable, GOV.UK compliant, public-facing application forms and workflows; automated responses to simple applications; online case triage and routing; AI-based decision and response support, and; integrated reporting/analytics.

Features

• GOV.UK compliant forms and workflows for complex claims/applications
• No-code configuration of application forms and workflows
• Configurable business rules automatically resolve simple cases/applications
• Targeted guidance and validation ensures applications are right-first-time
• Triage screens and automation rules for efficient case routing
• Geospatially-enabled: capture and manage place and map data
• Built-in AI provides instant access to the right information
• Seamlessly integrates with existing case and document management systems
• Secure by design to NCSC/AWS standards and penetration tested

Benefits

• De-risk and accelerate digital transformation of complex application/case management
• Rapidly deliver GOV.UK compliant end-to-end digital application services
• Reduce case management workload by 25% through automation
• Increase triage efficiency by 50% through AI-enabled case classification
• AI provides decision-makers with instant access to the right information
• Increase decision-maker efficiency by 75% through eliminating repetitive manual tasks
• Spend more time on critical, complex cases and decision making
• Increase consistency of decision-making through AI-enabled identification of similar cases
• Deployed and in operation within UK Government
• Zero maintenance, provided as a fully managed service

£450 a unit a day

• Education pricing available

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

Framework

G-Cloud 14

Service ID

520592227376893

Contact

Ana Demonacos
0161 942 2000
opportunities@informed.com

Service scope

• Software add-on or extension: No
• Cloud deployment model:
  • Public cloud
  • Private cloud
  • Community cloud
  • Hybrid cloud
• Service constraints: InformedDECISION is offered as a fully managed Software as a Service, with service levels and support packages that can be tailored to your organiastion's needs.
• System requirements:
  • Supports all leading browsers
  • Responsive design works across multiple devices
  • Connectors for leading Case Management, Document Management and CRM solutions

User support

• Email or online ticketing support: Email or online ticketing
• Support response times: Informed Solutions provides configurable Service Level Agreements (SLAs) that specify our response times for incidents and questions. The SLAs are tailored to your specific support requirements and range from supporting business critical national 24/7 infrastructure solutions through to SLAs based on core UK business hours. UK sovereign or global 'follow-the-sun' Service Desks can be provided up to 24/7/365. All clients are provided with access to our Service Management portal (PRISM), which offers a full suite of incident reporting, SLA tracking, chat, self-service support and guidance, and service monitoring features.
• 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: 24 hours, 7 days a week
• Web chat support: Web chat
• Web chat support availability: 24 hours, 7 days a week
• Web chat support accessibility standard: WCAG 2.1 AA or EN 301 549
• Web chat accessibility testing: All of our services undergo appropriate functional, non-functional and accessibility testing. They also provide a proven assisted digital journey that ensures that users with assisted digital needs receive the same high quality user experience.
• Onsite support: Yes, at extra cost
• Support levels: Informed Solutions provides configurable Service Level Agreements (SLAs) that specify our response times for incidents and questions. The SLAs are tailored to your specific support requirements and range from supporting business critical national 24/7 infrastructure solutions through to SLAs based on core UK business hours. UK sovereign or global 'follow-the-sun' Service Desks can be provided up to 24/7/365. All clients are provided with access to our Service Management portal (PRISM), which offers a full suite of incident reporting, SLA tracking, chat, self-service support and guidance, and service monitoring features.
• Support available to third parties: Yes

Onboarding and offboarding

• Getting started: Informed Solutions is a 30-year established, double-Queen's Award winning supplier to UK Government with extensive experience of supporting clients through technology-enabled business change. We provide a suite of supporting services to enable clients to get the most out of the solution, including:; - Deployment planning ; - Form and workflow configuration training and support; - Integration with corporate systems; - End user training (videos, documentation, train-the-trainer); - Roll-out support; - Cyber-security liaison and penetration testing support
• Service documentation: Yes
• Documentation formats: HTML
• End-of-contract data extraction: Our Terms of Service set out a detailed approach for ensuring that clients can extract all of their data when the contract ends using open-standards based bulk exports.
• End-of-contract process: The license is provided based on the annual contract and cost. If the contract is not extended, the software will not be available; however, data will still be available for export/extraction for a period of 30 days after contract expiry.

Using the service

• Web browser interface: Yes
• Supported browsers:
  • Internet Explorer 11
  • Microsoft Edge
  • Firefox
  • Chrome
  • Safari
  • Opera
• Application to install: No
• Designed for use on mobile devices: Yes
• Differences between the mobile and desktop service: Responsive design approach, based on the GOV.UK Design System
• Service interface: Yes
• User support accessibility: WCAG 2.1 AA or EN 301 549
• Description of service interface: All user interfaces are delivered through a browser and built on the GOV.UK Design System.
• Accessibility standards: WCAG 2.1 AA or EN 301 549
• Accessibility testing: All of our services undergo appropriate functional, non-functional and accessibility testing. They also provide a proven assisted digital journey that ensures that users with assisted digital needs receive the same high quality user experience.
• API: Yes
• What users can and can't do using the API: The platform provides a suite of secure, open-standards based REST APIs for:; - Integration with enterprise systems (including Case Management, Document Management, CRM and Geospatial); - Secure, authenticated data ingestion ; - Secure, authenticated data extraction
• API documentation: Yes
• API documentation formats: Open API (also known as Swagger)
• API sandbox or test environment: Yes
• Customisation available: Yes
• Description of customisation: The platform offers a range of customisation including:; - Easy to configure online application forms and workflows ; - Easy to configure data collection for multiple case types (with different workflows for each case type); - Easy to configure validation rules; - Easy to configure case handling, status and management flows; - Easy to configure MI analytics and reporting dashboards

Scaling

• Independence of resources: The solution has been architected using hyperscale providers and cloud best-practice to be highly available and features: serverless technology; automated elastic scaling at each tier, and; cross-data centre redundancy. Each client deployment resides in a logically segregated environment.

Analytics

• Service usage metrics: Yes
• Metrics types: Detailed metrics are captured across each stage of the process including: (1) behavioral analytics, application volumes, automated responses at application stage (2) triage volumes, case type breakdowns, triage officer deployment, case routing and timings and performance at triage stage, (3) decision types and volumes, usage of decision support features, time to decision, decision maker insights at decision stage. Performance against KPIs can be configured and monitored and the platform includes real-time, configurable, rich interactive dashboards for managers and administrators (including charts/graphs, segmentation and drill-throughs). Standard reports can configured for periodic automated production and circulation.
• Reporting types:
  • API access
  • Real-time dashboards
  • Regular reports
  • Reports on request

Resellers

• Supplier type: Not a reseller

Staff security

• Staff security clearance: Conforms to BS7858:2019
• 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: Complies with a recognised standard (for example CSA CCM version 3.0)
• 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 CSA CCM v3.0
  • Physical access control, complying with SSAE-16 / ISAE 3402
  • Encryption of all physical media
• Data sanitisation process: Yes
• Data sanitisation type: Deleted data can’t be directly accessed
• 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: Our Terms of Service set out a detailed approach for ensuring that clients can extract their data using open-standards based bulk exports.
• Data export formats:
  • CSV
  • ODF
  • Other
• Other data export formats:
  • Microsoft Office
  • PDF
  • Geospatial (Shapefile)
  • SQL Database export
• Data import formats:
  • CSV
  • ODF
  • Other
• Other data import formats:
  • Microsoft Office
  • PDF
  • Geospatial (Shapefile)

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: InformedDECISION is offered as a fully managed Software as a Service, with service levels and support packages that can be tailored to your organiastion's needs.
• Approach to resilience: The solution has been architected using hyperscale providers and cloud best-practice to be highly resilient and features: serverless capabilities; automated elastic scaling at each tier, and; cross-data centre redundancy. Each client deployment resides in a logically segregated environment.
• Outage reporting: Service uptime is automatically monitored. Alerts (SMS and email) are automatically raised in the event of downtime.

Identity and authentication

• User authentication needed: Yes
• User authentication:
  • 2-factor authentication
  • Identity federation with existing provider (for example Google Apps)
  • Username or password
  • Other
• Other user authentication: Single Sign-on (SSO)
• Access restrictions in management interfaces and support channels: We provide comprehensive access control management through RBAC controls, with administrator access further secured through hardware MFA.
• Access restriction testing frequency: At least once a year
• Management access authentication:
  • 2-factor authentication
  • Identity federation with existing provider (for example Google Apps)

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: LRQA
• ISO/IEC 27001 accreditation date: 16/06/2022
• What the ISO/IEC 27001 doesn’t cover: Informed Solutions’ ISO/IEC 27001 certification covers the provision of independent management and technology consultancy services, including supporting financial, commercial, personnel, corporate administration, business development and corporate infrastructure operations
• 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: AWS Foundation Technical Review - Qualified Software

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: Informed Solutions operates an ISO 27001 certified Information Security Management System which sets out and mandates detailed security policies and processes. We are happy to share details with clients.

Operational security

• Configuration and change management standard: Supplier-defined controls
• Configuration and change management approach: We operate mature, industry best-practice DevSecOps methods (which form part of our ISO 9001 certified Quality Management System). Our approach uses automation for robust, auditable and controlled configuration and change management.
• Vulnerability management type: Supplier-defined controls
• Vulnerability management approach: We manage all cyber risks through our ISO27001 certified Information Security Management System (ISMS), which strictly controls and monitors the Confidentiality, Integrity and Availability of all aspects of our business, including services and systems provided to our clients.
• Protective monitoring type: Supplier-defined controls
• Protective monitoring approach: We apply a suite of cloud-based protective monitoring processes by default (details on application), which feed into automated alerting, response and resolution processes. ; ; Further, we can offer clients dedicated Security Operations Centre capabilities (up to 24/7/365) depending on their specific SLAs and requirements.
• Incident management type: Supplier-defined controls
• Incident management approach: Our Incident and Problem Management processes ensure rapid resolution of IT disruptions and investigates root causes to prevent future occurrences. Incidents and problems are addressed quickly to minimise operational impact in a cost-effective manner to improve service reliability, availability, and user satisfaction. Our processes are based on ITIL best-practice and form part of our ISO9001 certified QMS.

Secure development

• Approach to secure software development best practice: Independent review of processes (for example CESG CPA Build Standard, ISO/IEC 27034, ISO/IEC 27001 or CSA CCM v3.0)

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

  Informed Solutions is a certified Carbon Neutral company and Global Action Plan ‘Business for Clean Air Signatory’. We are committed to achieving Net Zero emissions by 2030 and have published a formal Carbon Reduction Plan, which has been completed in accordance with PPN 06/21 and associated guidance and reporting standards for Carbon Reduction Plans:; ; https://www.informed.com/media/2835/is-carbon-reduction-plan_july-2022.pdf; ; With a commitment to reduce its Baseline Emissions Footprint, Informed Solutions is ISO 14001:2015 certified, with a documented Environmental Management Policy, which drives energy and carbon management and the reduction of scope 1, 2 and 3 emissions, which are reported on and reduced in accordance with SECR requirements.; ; Informed’s Board of Directors is fully committed to promoting a culture in which all staff and suppliers share a corporate commitment towards protecting the environment by preventing and minimising any negative impacts that result from the company’s day-to-day business activities. This includes operating as a net climate/carbon neutral organisation, preventing pollution, using energy and materials effectively and responsibly, and maximising reuse/ recycling of materials whenever possible and practical.

  Covid-19 recovery

  Informed Solutions’ contributions to helping communities manage and recover from the impact of COVID-19 and to improve social mobility for those left unemployed by COVID-19, particularly new opportunities in high growth sectors include: ; • The creation of new job opportunities and direct employment of work-seekers for contract and permanent positions using recruitment agencies local to the contract ; • Delivery of Digital skills training through our award-winning, ISO9001 certified InformedACADEMY© learning and development framework, delivered to work-seeker communities through established industry partnerships with Manchester Digital, Northern Power Women, The Altrincham and Sale Chamber of Commerce. All courses have been adapted for remote delivery to reduce travel and ensure safe participation. We were recently awarded the title: GREAT Inspiration by government (DIT) for this training offer to local communities in Manchester through the first UK lock-down ; • Physical and mental health support through remote delivery of wellness, exercise and soft skills training on communications and negotiation skills, resilience, wellbeing, motivation, and decision-making ; • Interview skills training and return to the workplace mentoring for job seekers delivered through our national industry partner network ; • Sponsorship of education: Part-funded college and university places for digital skills development courses that contribute to recognised qualifications ; • The development of a COVID-19 community recovery plan with stated objectives. An annual impact assessment of our activities will be performed with the plan being assured internally by our main Board Director of People Services. Progress will be monitored quarterly by our Operations Management Team through regular risk assessments to ensure KPIs are met.

  Tackling economic inequality

  Informed Solutions' commitment to creating employment and training opportunities, particularly for those who face barriers to employment and/or who are in deprived areas, and for people in industries with known skills shortages or in high growth areas includes:; • Understanding employment and skills issues/shortages in high growth sectors through our employment and skills outreach team, which operates awareness campaigns, engagement events, employment opportunities, digital skills outreach and advocacy to local schools and Universities, local community support through established relationships with; the Altrincham and Sale Chamber of Commerce, Altrincham BID, Greater Manchester Chamber of Commerce, Greater Manchester Combined Authority and Manchester Digital. ; • Ensuring recruitment practices and employment conditions including those set out in the Good Work Plan attract good candidates from all backgrounds, minimise turnover of staff and improve productivity through Our Professional Alliance Charter, which defines the duties mandated by the Modern Slavery Act 2015. ; • Our continued commitment to diversity through our Equal Opportunities Policy, which all employees and partners sign before commencing work. All employees and contractors are trained on fair work practices, equality, and opportunity in the workplace. ; • The creation of employment opportunities particularly for those who face barriers to employment and/or who are in deprived areas, and for people in industries with known skills shortages or in high growth sectors through:; (1) Creating new job opportunities and direct employment of work-seekers for contract and permanent positions using recruitment agencies local to the contract; (2) Employment readiness partnerships with local chambers of commerce (Altrincham and Greater Manchester) and industry groups for those facing barriers to employment; (3) Partnership with the University of York to deliver digital skills courses to students facing barriers to employment, encouraging diversity and inclusion in tomorrow’s digital workforce; (4) Continued employment of graduates into Informed Solutions workforce;

  Equal opportunity

  Informed Solutions' commitment to equal opportunity includes:; • Commitment to equality in the workplace, enshrined in our Equal Opportunities Policy (2010 Equality Act), which employees, contractors, and partners commit to ahead of contracts; • An annual commitment to survey and benchmark equality in employment, pay, progression, and skills within our workforce; • Eliminating inequality and ensuring inclusive working environments, in-work progression, and staff development through our ISO9001 accredited InformedACADEMY© learning and development framework; • Skills-based interviews for recruitment and progression for all staff, with transparency regarding training, promotion, pay, and reward processes; • Ensuring our workforce proportionally reflects the communities where we operate, reinforced by our transparent diversity and equality in recruitment and progression policy, which is monitored, measured, and assured by our Main Board Director of People Services. Targets include 35% representation of women and 15% representation of those with protected characteristics in our workforce by 2024 (currently 25% and 10% respectively); • Supporting staff from disadvantaged or minority groups move into higher paid work, developing individual progression plans and delivering new skills relevant to the contract through InformedACADEMY©; • Ensuring all people managers receive inclusion and unconscious bias training; • Employing strict processes to manage the risk of, and support elimination of modern slavery: Our Professional Alliance Charter defines the duties mandated by the Modern Slavery Act 2015, included in all contracts. Annual audits ensure fair work practices are in place for employees, contract workers, and supply chain partners; • Compliance with the Modern Slavery Act through our ISO9001 certified Quality Management System and Employment Framework; • Annual workforce training on fair work practices, equality, and opportunity in the workplace.

  Wellbeing

  Informed Solutions' commitment to support health and wellbeing, including physical and mental health includes:; • Retaining our Great Place To Work status with an average 93% rating. We achieved scores of 98% for community (team camaraderie), and 95% for intimacy (team support and caring). These scores reflect the effective processes we put in place for physical and mental health, wellbeing, and support for our people.; • The engagement of experts in occupational medicine who assist Informed in the development of a world class health and wellbeing programme and toolkit for partners, customers, and communities.; • Healthcare and Wellbeing courses are delivered through our award-winning ISO9001 certified InformedACADEMY© learning and development framework. ; • These are supported with guidance from our long-standing corporate wellbeing partner, Manchester Mind, and NHS approved, certified online wellbeing resources.; • Ensuring our programme fully implements the six standards in the ‘Mental Health at Work Commitment’ and comply with ‘Thriving at Work’ standards. ; • As a Mental Health Charter Signatory, we encourage our supply chain to sign up alongside registering for disability awareness accreditation.; • We have Mental Health First Aiders and a formal network of coaches and buddies to reinforce care and wellbeing support; • Continued commitment to Inclusive and accessible recruitment practices and retention focused activities to ensure we continue to meet the five principles of the 2020 Good Work Plan (fair pay, participation and progression, voice, and autonomy) and continue to manage and develop all of our people, especially those with disabilities or health conditions.; • Employee participation and support is monitored through appraisals for our people, annual accessible recruitment reports and surveys for the wider supply chain relevant to the contract.

Pricing

• Price: £450 a unit a day
• Discount for educational organisations: Yes
• 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 opportunities@informed.com. Tell them what format you need. It will help if you say what assistive technology you use.