MIKKOM LIMITED

mCB

mCB is an open-access booking system, allowing any size of clinic to offer multi-location, multi-service scheduling. It utilises 2-way communications, via SMS, email and WhatsApp, to streamline processes, reduce DNAs and enhance patient journeys. Online triage, extensive reporting and forms collection/distribution are inbuilt. "Self service" is a key system feature.

Features

• “Open access” booking system for any clinic requirements
• Multi-site, multi-service options with white-labelling capabilities for rapid deployment
• Multi-channel, 2-way communication options; SMS, email and WhatsApp
• Multi-level “gated” access for different user needs
• Multi-layer data encryption
• Customisable solution with inbuilt triage functionality
• 3rd party systems connectivity via multiple APIs
• Extensive and feature-rich real-time admin control
• Standard or ad-hoc, usage, user and security reporting
• Cost-effective pricing, from single clinic to enterprise deployment

Benefits

• Online triage matches service requirement with availability
• 2-way messaging reduces DNAs and ensures optimum efficiency
• 3rd party systems lifespan extended through API Integration
• “Pay as you grow” pricing allows cautious clinic deployment
• Extensive “self-service” functionality allows faster clinic administration
• Patient interaction eased through 2-way comms
• Data at rest/in transit secured via multi-level encryption
• Ergonomic system design ensures quick and easy user adoption
• Multi-API connectivity allows interaction with 3rd party systems
• Inbuilt forms handling expedites the patient journey

• Education pricing available
• 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@mikkom.com. Tell them what format you need. It will help if you say what assistive technology you use.

Framework

G-Cloud 15

Service ID

540936011071502

Contact

Michael Unger
+443330151031
info@mikkom.com

About the service

• Service categories:
  • Applications
    • Production and operations
      • Service industry and public sector operations
        • Healthcare
• Multi cloud support: Yes

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: MCB can be used standalone or in combination with our Patient Portal solution "GoBetween" Additionally, it is currently the booking arm of the "Cura" patient admin system from IMS Maxims.
• Cloud deployment model: Public cloud
• Service constraints: No. mCB can operate standalone or as part of a multi-system configuration linked to one or more 3rd party systems via APIs.
• System requirements: None

User support

• Email or online ticketing support: Yes
• Support response times: Typical response times are dependent on the SLA in place but usually response to questions is within 30 minutes. ; Without prior agreement, Mikkom normally operates 8.00 - 18.00 Monday to Friday.
• User can manage status and priority of support tickets: No
• Phone support: Yes
• Phone support availability: 9 to 5 (UK time), Monday to Friday
• Web chat support: No
• Onsite support: Yes, at extra cost
• Support levels: 1 Critical – System, or substantial part of the system unavailable to a business-critical number of users . Response: 1 hour. Fix: 4 Hours ; ; 2 Major – System available but degraded performance affecting large proportion of users. Response: 1 hour. Fix: 8 Hours ; ; 3 Issue – Issues not significantly affecting day to day use of the system. Operational advice and education. Response: 4 Hours. Fix: 40 Hours ; ; 4. Issue – Single user issues NOT significantly affecting day to day use of the system; non-urgent. Response: 8 hours, Fix: 5 days ; ; 5 Request – change or enhancement requests (via CCN route). Response: 8 Hours. Fix: CCN dependent ; ; All support levels are covered in the "Support" part of any contract. Normal support is charged at 20% of licences (admin system + number of clinics) amount. Support is provided during standard UK office hours 08:00 - 18:00 Monday-Friday, excluding Bank/Public Holidays.; ; Extra Support costs may be charged for "out of hours" - e.g. weekends, Bank/Public holidays, after discussion with the customer.; ; Mikkom assigns all clients a Tech Support Manager.
• Support available to third parties: Yes

Onboarding and offboarding

• Getting started: Initial meeting to define customisation requirements, when the system is ready to go live, we provide training as needed, locally or online, in larger organisations typically using train the trainer approach. User guides exist.
• Service documentation: Yes
• Documentation formats: PDF
• Documentation accessibility standard: None or don’t know
• How the documentation is accessible: Via online documents service or by request.
• End-of-contract data extraction: Users can edit and delete the service details, bulk deletion is done by Mikkom on request. We create a separate instance of the system for each customer. Individual user data can be deleted via 'Right to be forgotten' functionality.
• End-of-contract process: Mikkom will destroy the customer service instance with the data. If customer wants to have data extract, that can be delivered in agreed format. There is no additional cost in this, it is part of the system support.

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: The application is mobile optimised to ensure the optimum user experience on a mobile device
• Service interface: No
• User support accessibility: WCAG 2.2 AA
• API: Yes
• What users can and can't do using the API: In the integrated installation, other services performing as master, API can be used to update the service appointment time information by sending the time slots, possible bookings and cancellations. Pulling the booked appointments is also possible via API. API can be modified for any other other specific purposes.
• API documentation: Yes
• API documentation formats: PDF
• API sandbox or test environment: Yes
• Customisation available: Yes
• Description of customisation: The amount of data collected, starting from single contact method like mobile phone number, to multipage surveys. It's also possible to customise how things are presented, we offer whole white labelling possibilities. Mikkom will customise the mainly the outlook of the service, customers can customise the content via administrative interface, things like service descriptions, client notifications and messages, customer questionnaires.

Scaling

• Independence of resources: Cloud based architecture allows scaling the system based on demand.

Analytics

• Service usage metrics: Yes
• Metrics types: We use Google Analytics if agreed with the customer, the service itself can produce some reports which can be viewed online, printed or exported in CSV format
• Reporting types:
  • Real-time dashboards
  • Regular reports
  • Reports on request
• Resource tagging: No
• FOCUS resource tagging: No

Supplier type

• Supplier type: Not a reseller

Staff security

• Staff security clearance: Staff screening not performed
• Government security clearance: None

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: Supplier-defined controls
• Penetration testing frequency: At least once a year
• Penetration testing approach: In-house
• Protecting data at rest: Encryption of all physical media
• Data sanitisation process: Yes
• Data sanitisation type:
  • Deleted data can’t be directly accessed / Cryptographic Erasure
  • Data Erasure
• Equipment disposal approach: A third-party destruction service

Data importing and exporting

• Data export approach: Users can run reports which can be exported also in CSV format
• Data export formats: CSV
• Data import formats:
  • CSV
  • ODF
  • Other
• Other data import formats: Mpg

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: Typically 99.9%
• Approach to resilience: Azure environment - info available on request
• Outage reporting: Email alerts

Identity and authentication

• User authentication needed: Yes
• User authentication: Multi-Factor Authentication (MFA)
• Access restrictions in management interfaces and support channels: Personal user IDs, VPN to limit access and MFA to authenticate
• Access restriction testing frequency: At least once a year
• Management access authentication:
  • Multi-Factor Authentication (MFA)
  • Public key authentication (including by TLS client certificate)
  • Identity federation with existing provider (for example Google Apps)
  • 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: 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

Security governance

• Named board-level person responsible for service security: Yes
• Software Security Code of Practice: Yes
• Security governance certified: Yes
• Security governance standards: Other
• Other security governance standards: Cyber Essentials Plus
• Information security policies and processes: All policies are formulated by CTO based on Cyber Essentials "best practise"

Operational security

• Configuration and change management standard: Supplier-defined controls
• Configuration and change management approach: We use GIT version control and run penetration tests using online testing tools that allow us to test the services after all changes that are considered meaningful. Tests are also run by scheduler to keep up with new threats.
• Vulnerability management type: Supplier-defined controls
• Vulnerability management approach: We use online penetration test services and have the automatic service patching configured for all the 3rd party software. Patching is done ASAP for critical vulnerabilities. Information is mainly coming via MS Defender Admin and penetration test services, we also follow US GOV services.
• Protective monitoring type: Supplier-defined controls
• Protective monitoring approach: Mainly via penetration test services, typically we act immediately when a threat is exposed.
• Incident management type: Supplier-defined controls
• Post-quantum cryptography secure: No
• Incident management approach: Mikkom's approach to all steps related to Information security is determined by procedures laid down in its Incident Management documentation. ; ; Incidents, determined by Mikkom staff in conjunction with other expert opinion, are logged, reported and dealt with accordingly. They can be identified and reported in a number of ways, both by Mikkom staff and/or customers, or may even be automatically identified as anomalies within the system operation.; ; Post-incident, the relevant Mikkom staff, who ensure a final management report, including both a review of the incident and an assessment of any necessary steps, including ICO escalation, needed to secure the service.

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: Yes
• Free trial available: Yes
• Description of free trial: Full admin system functionality and front-end (i.e. booking) system for up to 5 discrete clinics. The system is available for a 3-month trial basis. Booking notifications via email are included as standard but does NOT include notification via SMS or WhatsApp.

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

• Less than £250,000: 7.5%
• Between £250,000 and £500,000: 10%
• Between £500,001 and £1,000,000: 12%
• Between £1,000,001 and £2,500,000: 15%
• Between £2,500,001 and £5,000,000: 20%
• Over £5,000,001: 20%

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
• Cyber Essentials Certificate Number: 059a6a01-b1a5-4ddd-ae20-df03f0417285
• Cyber essentials plus: No
• Cyber Essentials Alternative: In relation to the services you do not have a current and valid Cyber Essentials Plus certificate which has been awarded by one of the government approved Cyber Essentials accreditation bodies but you are working towards gaining it, and will be in a position to confirm that you have been awarded a current and valid Cyber Essentials Plus certificate by one of the government approved accreditation bodies within 12 months of the date of award.
• Other security certifications: No

Social value

• 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
  • Inclusive and accessible recruitment practices, development practices and retention policies that support-focused activities including those provided in the Guide for line managers on recruiting, managing and developing which support people with a disability or health condition
  • Actions to invest in the physical and mental health and wellbeing of the contract workforce

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