EBO

EBO AI-powered Intelligent Patient Portal

EBO's Intelligent Patient Portal (IPP) fuses automated conversational-AI, with traditional portal functionality for the best of both worlds.

This is a 2nd Generation Portal, surfaced via the NHS App or the Trust website.

Used for:
• Patient-led Appointments
• Information, Advice & Guidance
• Notifications
• Questionnaires
• Patient letters

Features

• Automated, 2-way, intelligent conversations using AI Chatbot interface
• Handover to human when required.
• Ready made solutions for many patient-facing processes
• Fully hosted and managed service
• Omin-channel broadcast via email, SMS & messaging platforms
• Conversations designed in over 100 languages
• Real time statistics and tracking of conversations.
• Integration with EPR / PAS systems and NHS App
• Workflow to trigger actions & alerts
• Any form or PROMs handled through an automated conversation

Benefits

• Reduce call volumes into contact centres/ bookings teams
• Enables 24 x 7 x 365 patient access to services
• Increased workforce capacity gives time back to NHS staff
• Enables patient- led bookings/ appointment management
• Enhanced BI & predictive analytics of patient conversations
• Any form converted into intelligent, 2-way, automated conversations
• Patients can self-service via the NHS Trust website
• Sentiment analysis to protect vulnerable patients
• Integrates with patient portals for increased adoption/ on-boarding
• Enable online library for patient self-help

£99,400 a licence

• Education pricing 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 hello@ebo.ai. Tell them what format you need. It will help if you say what assistive technology you use.

Framework

G-Cloud 14

Service ID

533860301258824

Contact

Dr. Gege Gatt
(+44) 0203 916 0018
hello@ebo.ai

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: Main ERP and PAS systems are already supported within EBO.; Any API exposed web-point.; HL7 and FHIR systems.; All Microsoft Solutions
• Cloud deployment model:
  • Private cloud
  • Hybrid cloud
• Service constraints: - Deployment is within the Microsoft Azure Cloud ; - Software requires a browser to operate
• System requirements:
  • Supported internet browsers for backend
  • Internet connectivity

User support

• Email or online ticketing support: Email or online ticketing
• Support response times: Response time within 1 hour, fix within same business day ; ; 24 x 7 basis on working days
• User can manage status and priority of support tickets: Yes
• Online ticketing support accessibility: None or don’t know
• 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: We use an ITIL based incident support management method.; Depending on tier, response time generally within 1 hour ; Depending on tier, resolution time for critical issues is within 4 hours
• Support available to third parties: Yes

Onboarding and offboarding

• Getting started: A full implementation plan will be provided plus project management support. ; ; A series of between 1 and 3 workshops are organised in order to setup the service. This can be done remotely or onsite as required by the Trust. ; ; Online training is provided however the system is very simple to use and generally only limited training is required.
• Service documentation: Yes
• Documentation formats: HTML
• End-of-contract data extraction: The data can be provided in a simple data format of the Trust's choosing.
• End-of-contract process: Should the contract be terminated the data will be provided to the trust in a standard format to be agreed between the parties. This is included within the terms of the agreement. ; ; Once the data is confirmed by the client as satisfactory the instance will be deleted.

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: Design is responsive
• Service interface: Yes
• User support accessibility: WCAG 2.1 AA or EN 301 549
• Description of service interface: A backend web based solution is provided to access the main administrative features
• Accessibility standards: WCAG 2.1 AAA
• Accessibility testing: None
• API: Yes
• What users can and can't do using the API: Any internal functions or data can be exposed via the API. The standard API is used to integrate both from EBO to CRM / PAS and ERPs as well as from 3rd party applications to EBO back end / data; ; Most common integrations are ; chat to CRM and Reports / Data to CRM, ERP Etc.
• API documentation: Yes
• API documentation formats:
  • Open API (also known as Swagger)
  • ODF
  • PDF
• API sandbox or test environment: Yes
• Customisation available: Yes
• Description of customisation: 1. The integrations are similar but will retain specific elements of implementation; 2. The conversations are configured in line with the exact requirements of the trust (standard configurations are available) ; 3. Configuration of routing of conversations to internal systems, email users etc.

Scaling

• Independence of resources: The technical architecture is a Microsoft certified deployment that is fully scalable and without SPOF.

Analytics

• Service usage metrics: Yes
• Metrics types: Metrics are provided of; ; - RTT backlog; - number of conversations, from patients & AI; - Total messages, total takeover from humans ; - which dialogs (conversations) are triggered the most; - agreed goals metrics (e.g. fully handled chats by the VA) ; - users, sentiment score ; - conversations ratings ; - statements which failed to be understood ; - conversation time metrics such as time spend by VA in conversation ; - how conversations exited.; ; These are a sample of the standard reports. Others are available as required.
• Reporting types:
  • API access
  • Real-time dashboards
  • Regular reports
  • Reports on request

Resellers

• Supplier type: Not a reseller

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)
• 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: Another external penetration testing organisation
• Protecting data at rest:
  • Physical access control, complying with CSA CCM v3.0
  • Other
• Other data at rest protection approach: All data is encrypted in the Microsoft Azure data center within SQL databases using AES Encryption algorithm
• Data sanitisation process: No
• Equipment disposal approach: A third-party destruction service

Data importing and exporting

• Data export approach: Data can be exported via a number of methods depending on the purpose behind the export. Exports / reporting module can be configured as needed in order to extract the information when required. ; ; Data can either be exported and updating an external database or in the form of reports. This can be configured to work either manually or automatically.
• Data export formats:
  • CSV
  • ODF
  • Other
• Other data export formats:
  • Any format which can be agreed between the two parties
  • XML
  • FHIR
  • HL7
• Data import formats:
  • CSV
  • ODF
  • Other
• Other data import formats:
  • Any format which can be agreed between the two parties
  • XML
  • FHIR
  • HL7

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: TLS (version 1.2 or above)

Availability and resilience

• Guaranteed availability: Our Microsoft Azure environment provides an availability of 99.9% uptime.
• Approach to resilience: Our implementation within Azure reduces any SPOF to provide as high an uptime as possible. We implement sectoral best practices which are maintained through our ISO-standard approach.
• Outage reporting: Email alerts from Azure Monitoring which in turn get distributed to customers

Identity and authentication

• User authentication needed: Yes
• User authentication: Username or password
• Access restrictions in management interfaces and support channels: User name and password.
• Access restriction testing frequency: Less than once a year
• Management access authentication:
  • Username or password
  • Other
• Description of management access authentication: User defined roles and access rights

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 contact the support team to get audit information
• How long supplier audit data is stored for: User-defined
• How long system logs are stored for: Between 1 month and 6 months

Standards and certifications

• ISO/IEC 27001 certification: Yes
• Who accredited the ISO/IEC 27001: Bureau Veritas
• ISO/IEC 27001 accreditation date: 14/10/2022
• What the ISO/IEC 27001 doesn’t cover: N/A
• ISO 28000:2007 certification: No
• CSA STAR certification: No
• PCI certification: No
• Cyber essentials: Yes
• Cyber essentials plus: Yes
• Other security certifications: No

Security governance

• Named board-level person responsible for service security: Yes
• Security governance certified: No
• Security governance approach: EBO creates an environment which is well attuned to manage privacy and security. EBO will:; § Train personnel and employees.; § Audit and update data and security policies.; § Employ a Data Protection Officer ; § Create and manage compliant vendor contracts.; § Perform a Data Protection Impact Asessment.; ; In terms of security and privacy, EBO is part of the Microsoft Security Center which provides visibility and control over the security of resources. ; It continuously monitors resources,provides helpful security recommendations, and helps us prevent, detect, and respond to; threats.
• Information security policies and processes: Please see document named Privacy and Security as EBO's kernal attached as...

Operational security

• Configuration and change management standard: Supplier-defined controls
• Configuration and change management approach: - A full version history is tracked via a confluence based Release note process. ; - The individual changes in the release notes are linked to work items within Visual Studio ; - A process of major, minor and hotfix changes are maintained and these are always brought together into one main version via a maintained release process.
• Vulnerability management type: Conforms to a recognised standard, for example CSA CCM v3.0 or SSAE-16 / ISAE 3402
• Vulnerability management approach: From an infrastructure perspective, this is a service provided by Microsoft Azure infrastructure. ; ; With regards to the Application, Hot fixes are provided on the identification of a critical issue. These are rare.
• Protective monitoring type: Conforms to a recognised standard, for example CSA CCM v3.0 or SSAE-16 / ISAE 3402
• Protective monitoring approach: This is a service provided by Microsoft Azure. ; ; We respond to incidents within an hour of logging.
• Incident management type: Conforms to a recognised standard, for example, CSA CCM v3.0 or ISO/IEC 27035:2011 or SSAE-16 / ISAE 3402
• Incident management approach: A pre-defined process is used in order to register, diagnose and attempt resolution. Issues are tackled using either a workaround process (to attempt restoration of the service. ; ; We escalate "problem records" to development based on operational impact and / relevance to the EBO roadmap. ; ; A version control system is integrated using Visual Studio. ; ; Incidents are tracked using Zendesk and Development tasks via Visual Studio backlog.

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

Social Value

• Social Value:

  Social Value

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

  Fighting climate change

  EBO recognise that we can significantly contribute to fighting climate change by integrating social value principles into our operations and services. Leveraging cutting-edge innovations, such as artificial intelligence, data analytics, and IoT, the company is developing sustainable solutions that mitigate environmental impact and promote eco-friendly practices.; ; One approach we are undertaking is to develop smart energy management systems that optimise resource utilisation and reduce carbon emissions. ; ; Furthermore, the company uses green technologies that facilitate carbon capture, sustainable transportation, and waste reduction. By collaborating with academic institutions, government agencies, and industry partners, the company is accelerating the adoption of these technologies on a global scale, making a significant impact in the fight against climate change.; ; In line with public policy best practice, the company will ensure transparency and accountability in its operations by measuring and reporting the social value generated by its initiatives. This includes quantifying the environmental benefits, such as carbon savings and pollution reduction, as well as the broader societal impacts, such as job creation and community empowerment.; ; Moreover, the company can actively engage with stakeholders, including local communities and environmental organizations, to incorporate their feedback and address their concerns. By fostering collaboration and inclusivity, the company can build trust and credibility, enhancing its reputation as a responsible corporate citizen committed to making a positive social impact.; EBO encourages staff to work remotely, reduce unnecessary travel and take advantage of 'bike to work' schemes and other forms of sustainable transport, seeking to minimise our environmental impact. ; ; In summary, by embracing social value principles and leveraging digital technologies, a leading digital technology company can play a crucial role in fighting climate change, driving innovation, and creating a more sustainable future for generations to come.

  Covid-19 recovery

  EBO, as a leading digital technology company, is at the forefront of providing social value amidst the Covid-19 recovery phase. By adhering to industry best practices and aligning with public policy guidelines, EBO is leveraging its expertise and resources to address critical challenges and facilitate a resilient recovery.; ; EBO's first priority is supporting public health efforts through innovative digital solutions. The company has developed a comprehensive suite of tools to aid in vaccine distribution, contact tracing, and remote patient monitoring. Through the utilization of data analytics and artificial intelligence, EBO streamlines healthcare operations, ensuring efficient allocation of resources and optimal patient care. This aligns with public policy goals of enhancing healthcare infrastructure and mitigating the impact of the pandemic on communities.; ; Moreover, EBO is committed to addressing educational disparities exacerbated by the pandemic. Through strategic partnerships with educational institutions and nonprofits, the company develops online learning resources and digital literacy programs. By ensuring equitable access to education, EBO contributes to long-term societal resilience and economic empowerment.; ; Transparency and accountability are core principles guiding EBO's Covid-19 recovery efforts. The company meticulously measures and reports the social value generated by its initiatives, quantifying economic impact and societal benefits. Collaborating closely with government agencies and community stakeholders, EBO ensures its initiatives align with public policy objectives and address the most pressing needs of communities.; ; In summary, EBO's commitment to providing social value in Covid-19 recovery efforts exemplifies industry best practice and aligns with public policy goals. Through innovative digital solutions, targeted support for staff, and investment in education, EBO contributes to building a more resilient and equitable society in the aftermath of the pandemic.

  Tackling economic inequality

  As a leading digital technology company, and an SME, EBO is committed to providing social value by tackling economic recovery challenges head-on. By adhering to industry best practices and aligning with public policy guidelines, EBO leverages its innovative solutions and strategic partnerships to drive inclusive growth and foster economic resilience.; ; EBO recognizes the vital role SMEs play in driving economic recovery and job creation. Therefore, the company focuses on empowering growth through digital solutions and support programs for the healthcare sector. EBO's digital platforms streamline business operations and enhance healthcare access, enabling healthcare providers to adapt to evolving market dynamics and thrive in the post-pandemic economy.; ; Moreover, EBO actively collaborates with government agencies and industry stakeholders to address systemic barriers hindering SME growth. By advocating for policy reforms and providing data-driven insights, EBO contributes to creating a conducive environment for SMEs to flourish, driving economic recovery at both local and national levels.; ; In addition to supporting SMEs, EBO prioritizes workforce development initiatives to ensure inclusive economic recovery. Through training programs and skill-building workshops, the company equips individuals with the digital literacy and technical skills needed to access employment opportunities in the digital economy. This aligns with public policy objectives of promoting workforce reskilling and bridging the digital divide.; ; Transparency and accountability are core principles guiding EBO's economic recovery efforts. The company meticulously measures and reports the social value generated by its initiatives, quantifying job creation, revenue generation, and SME growth.; ; In summary, EBO's commitment to providing social value in tackling economic recovery exemplifies industry best practice and aligns with public policy goals. Through targeted support for SMEs, workforce development initiatives, and advocacy for policy reforms, EBO drives inclusive growth and builds a more resilient economy for the benefit of all stakeholders.

  Equal opportunity

  As both a leading digital technology company and an SME, EBO is deeply committed to providing social value, particularly in promoting equal opportunity. By aligning with industry best practices and public policy guidelines, EBO employs innovative strategies and partnerships to create a more inclusive society.; ; EBO prioritizes equal opportunity by ensuring that its digital solutions and services are accessible to all individuals, regardless of background or circumstance. This includes implementing user-friendly design principles, ensuring compatibility with assistive technologies, and providing multilingual support, thus breaking down barriers to digital access and inclusion.; ; Moreover, EBO actively promotes diversity and inclusion within its workforce and supply chain. The company implements fair and inclusive hiring practices, actively recruiting from underrepresented groups and providing training and advancement opportunities for all employees. Additionally, EBO prioritizes working with diverse suppliers and subcontractors, thereby supporting economic empowerment within marginalized communities.; ; In alignment with public policy objectives, EBO measures and reports on the social value generated by its equal opportunity initiatives. This includes quantifying the impact on diversity hiring, supplier diversity, and workforce development. By transparently documenting its efforts, EBO fosters accountability and trust, demonstrating its commitment to promoting social equity and inclusion.; ; Furthermore, EBO engages with community organizations, government agencies, and advocacy groups to address systemic inequalities and advocate for policy reforms. Through collaborative partnerships, the company leverages its expertise and influence to drive meaningful change, advocating for policies that promote equal opportunity and dismantle barriers to social mobility.; ; In summary, EBO's commitment to providing social value around the theme of equal opportunity reflects both industry best practice and public policy objectives. Through inclusive design, diversity initiatives, and advocacy efforts, EBO strives to create a more equitable society where all individuals have the opportunity to thrive and succeed.

  Wellbeing

  EBO, as a leading digital technology company and SME, is dedicated to providing social value, particularly in fostering well-being within communities. In accordance with industry best practices and public policy guidelines, EBO employs innovative approaches and collaborative partnerships to promote holistic well-being.; ; Central to EBO's initiatives is the development of digital health and wellness platforms that empower individuals to take control of their physical and mental health. Through user-friendly interfaces and personalized insights, these platforms provide access to resources such as fitness trackers, mental health support, and telemedicine services. By leveraging data analytics and artificial intelligence, EBO ensures that these platforms are tailored to individual needs, thus promoting preventive care and early intervention.; ; Furthermore, EBO prioritizes initiatives that address social determinants of health and well-being. This includes partnering with local organizations to provide access to nutritious food, affordable housing, and community support services. By addressing underlying social factors that impact well-being, EBO contributes to building healthier and more resilient communities.; ; In alignment with public policy objectives, EBO measures and reports on the social value generated by its well-being initiatives. This includes quantifying the impact on health outcomes, quality of life, and community cohesion. By transparently documenting its efforts, EBO demonstrates accountability and drives continuous improvement in its social impact initiatives.; ; Moreover, EBO engages in public-private partnerships to amplify its impact and reach underserved populations. By collaborating with government agencies, healthcare providers, and nonprofit organizations, EBO leverages collective expertise and resources to address complex well-being challenges at scale.; ; In summary, EBO's commitment to providing social value around the theme of well-being reflects industry best practice and public policy objectives. Through digital health solutions, community partnerships, and data-driven approaches, EBO empowers individuals and communities to thrive and lead healthier, more fulfilling lives.

Pricing

• Price: £99,400 a licence
• Discount for educational organisations: Yes
• 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 hello@ebo.ai. Tell them what format you need. It will help if you say what assistive technology you use.