HANLEY HEALTH LIMITED

Telephony Support

Hanley Consulting offers a consultancy service supporting the picking of, migration between and implementation of cloud telephony services. Including: staff training, on-site and remote on-going support, statistical analysis of user calls, pathway design and implementation.

Features

• help choosing systems and vendors
• statistical analysis of user calls
• design of call-flows
• implementation of bespoke call-flows
• migration support
• implementation support
• staff training; on-site or remote

Benefits

• reduces deployment times
• reduces business risk and costs
• call pathways are bespoke to your needs
• help understand user needs through data
• provides piece of mind with ongoing support

£350 to £600 a unit a day

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 max@hanleyconsulting.co.uk. Tell them what format you need. It will help if you say what assistive technology you use.

Framework

G-Cloud 14

Service ID

566166733895525

Contact

Max Gattlin
07742881189
max@hanleyconsulting.co.uk

Planning

• Planning service: Yes
• How the planning service works: At Hanley Consulting, we excel in assisting buyers with meticulous planning for the implementation of cloud hosting or software services. Our approach encompasses a comprehensive suite of services starting with business analysis to understand the client’s needs and objectives. We engage with stakeholders to align project goals with business outcomes, ensuring that every solution is tailored to meet specific requirements.; ; In the solution design phase, our team of experts crafts scalable and resilient architectures tailored to the unique workflows and processes of each client. We prioritize flexibility and future-proofing, allowing for seamless integration and adaptation to emerging technologies.; ; Security is paramount in all our implementations. Our security architecture planning integrates best practices and compliance requirements from the outset. We conduct thorough risk assessments and implement robust security controls to safeguard data integrity, confidentiality, and availability.; ; Throughout the process, we maintain clear and continuous communication with our clients, providing updates and gathering feedback to refine the project scope and objectives. This collaborative approach ensures that our implementation plans are executed effectively, meeting all specified timelines and budget constraints.
• Planning service works with specific services: No

Training

• Training service provided: Yes
• How the training service works: At Hanley Consulting, we provide comprehensive training for cloud software and hosting services, tailored to ensure that all users are proficient and confident in leveraging the new technology to its fullest potential. Our training programs are designed to address the specific needs of each organisation, ensuring relevance and effectiveness. Our training methodology includes a mix of hands-on sessions, live demonstrations, and interactive workshops that cover both basic and advanced functionalities of cloud telephony systems. We begin with foundational training that introduces the cloud environment and its key components. This is followed by detailed sessions on daily operations, troubleshooting, and best practices for security. We also offer specialised modules focusing on the statistical analysis of user calls and pathway design, enabling users to effectively utilise data-driven insights to improve service delivery and customer satisfaction. Training can be delivered on-site or remotely, providing flexibility to meet the logistical needs of our clients. To reinforce learning, we provide extensive documentation and access to online resources, including FAQs and tutorial videos. Post-training support is also available to address ongoing questions and ensure smooth adaptation to the cloud services. Through our training services, Hanley Consulting empowers teams to manage and optimise their cloud solutions effectively.
• Training is tied to specific services: No

Setup and migration

• Setup or migration service available: Yes
• How the setup or migration service works: Hanley Consulting specialises in facilitating seamless transitions to the cloud and between cloud services, ensuring minimal disruption and optimised performance. Our comprehensive migration process begins with a detailed assessment of the client's current infrastructure and business needs. We evaluate existing systems to identify the best cloud solutions that align with organisational goals and requirements. Our expert team designs a customised migration strategy that includes detailed pathway design and robust implementation plans. We focus on maintaining data integrity, system compatibility, and security throughout the transition. Our approach includes thorough testing phases to ensure that all functionalities transfer correctly and efficiently to the new environment. Training and support are integral to our service offering. We provide comprehensive staff training to ensure that all users are comfortable and proficient with the new systems. Our on-site and remote support ensures that any issues are quickly addressed, and we offer continuous monitoring and optimization to improve system performance post-migration. By leveraging our expertise in statistical analysis of user calls and cloud technologies, we guide our clients through every step of the migration process, from planning and implementation to ongoing support, ensuring a smooth and successful cloud integration.
• Setup or migration service is for specific cloud services: No

Quality assurance and performance testing

• Quality assurance and performance testing service: Yes
• How the quality assurance and performance testing works: Hanley Consulting is committed to ensuring the highest quality and performance of cloud telephony services through our rigorous quality assurance and performance testing protocols. Our approach is designed to identify and mitigate issues before they impact the user experience, ensuring our clients receive reliable and efficient cloud solutions. Our quality assurance process begins with a comprehensive evaluation of the client’s specific needs to establish clear performance benchmarks. We then develop customised testing strategies that include both automated and manual tests to assess the functionality, usability, and reliability of cloud telephony systems. Performance testing is conducted under various stress conditions to ensure the system operates effectively under peak loads and to identify potential bottlenecks. We utilise advanced tools and techniques to simulate real-world scenarios, measuring response times, concurrency levels, and system endurance. Additionally, we provide detailed reporting on test outcomes and work collaboratively with our clients to refine and optimise the telephony solution. Our ongoing support ensures continuous monitoring and adjustments post-deployment, maintaining optimal performance and quickly addressing any new challenges that may arise. Through our expert testing and support, Hanley Consulting ensures that cloud telephony systems are robust, secure, and aligned with the strategic goals of our clients.

Security testing

• Security services: No

Ongoing support

• Ongoing support service: Yes
• Types of service supported:
  • Buyer hosting or software
  • Hosting or software provided by a third-party organisation
• How the support service works: Hanley Consulting provides expert support for cloud hosting and software services that are either managed directly by the buyer or provided by third-party organisations. Our support services are designed to enhance system efficiency, ensure security, and optimise user experience. Buyer Hosting or Software: We offer support for clients who maintain their own cloud infrastructure or software applications. Our team assists in system optimization, troubleshooting issues, and implementing updates to ensure seamless operation. We provide both remote and on-site support tailored to the specific needs of the client's environment, helping to maintain and enhance the performance and security of their systems. Third-Party Hosting or Software: For clients using cloud solutions from third-party providers, we specialise in effective integration and ongoing management of these services. Our support includes configuring third-party systems to align with business objectives, conducting regular performance reviews, and coordinating with third-party vendors to address technical challenges. We ensure that these external platforms are fully optimised to meet our clients’ operational requirements. In both scenarios, Hanley Consulting commits to continuous training, detailed usage analysis, and strategic advice to ensure clients achieve maximum value from their cloud technologies.

Service scope

• Service constraints: Service Availability: support is only available Mon-Fri (9am to 5pm).

User support

• Email or online ticketing support: Email or online ticketing
• Support response times: Questions can expect a response within an hour. Service Availability: support is only available Mon-Fri (9am to 5pm).
• 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: 9 to 5 (UK time), Monday to Friday
• Web chat support: Web chat
• Web chat support availability: 9 to 5 (UK time), Monday to Friday
• Web chat support accessibility standard: WCAG 2.1 AA or EN 301 549
• Web chat accessibility testing: Hanley Consulting is committed to ensuring that our web chat support is accessible to all users, including those utilising assistive technologies. We have conducted comprehensive testing of our web chat platform with assistive technology users to ensure compatibility and ease of use. Our testing process involves collaboration with users who rely on various assistive technologies, such as screen readers, speech recognition software, and keyboard-only navigation tools. We engage these participants in our development cycle to provide real-time feedback on accessibility features. During these sessions, we focus on ensuring that our web chat interface is fully compliant with WCAG (Web Content Accessibility Guidelines). Key areas of focus include text readability, voice commands responsiveness, and efficient navigation without the use of a mouse. We also verify that alerts and notifications within the web chat are detectable and comprehensible through screen readers. Feedback from these tests is critically analysed to identify any barriers and implement immediate improvements. Our aim is to provide a web chat experience that is not only functional but also inclusive, allowing all users to communicate effectively with our support team without limitations.
• Support levels: At Hanley Consulting, our User Support team is renowned for their exceptional service. We are committed to providing quick, accessible, and client-focused support, ensuring a positive experience for every customer and user of our various services. This approach not only resolves client issues efficiently but also serves as a critical feedback loop for ongoing service improvement. Every Hanley Consulting team member is deeply committed to understanding client needs, achieved through constant training as well as liaising with key stakeholders. Our support is only one level, with all customers receiving our excellent support included in the cost of our service.

Resellers

• Supplier type: Not a reseller

Staff security

• Staff security clearance: Conforms to BS7858:2019
• Government security clearance: Up to Developed Vetting (DV)

Standards and certifications

• ISO/IEC 27001 certification: No
• ISO 28000:2007 certification: No
• CSA STAR certification: No
• PCI certification: No
• Cyber essentials: Yes
• Cyber essentials plus: No
• Other security certifications: Yes
• Any other security certifications:
  • NHS Data Security and Protection Toolkit assurance (ODS code 8JT17)
  • Cyber Essentials
  • Fully compliant with DCB0129
  • ISO 27001 (accreditation in progress)

Social Value

• Social Value:

  Social Value

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

  Fighting climate change

  Hanley Consulting is committed to leveraging our Cloud telephony services to actively contribute to fighting climate change, aligning with the social value themes of PPN 06/20. Our approach focuses on reducing carbon footprints, promoting sustainability, and enabling our clients to engage in more environmentally friendly practices.; ; Our cloud telephony services reduce the need for physical infrastructure, which in turn lowers energy consumption and decreases the carbon emissions associated with maintaining multiple data centers and office-based telecommunication systems. By migrating to cloud-based solutions, our clients can minimize their reliance on energy-intensive hardware, contributing to significant reductions in greenhouse gas emissions.; ; Moreover, supporting remote work capabilities is an integral part of our offering. By facilitating effective communication and collaboration without the necessity for commuting, our services help decrease transportation-related emissions. This not only contributes to environmental sustainability but also promotes a better work-life balance for employees, reducing overall societal carbon footprints.; ; Additionally, Hanley Consulting advises clients on optimizing their communication pathways and user call patterns through detailed statistical analysis. This optimization leads to more efficient operations and, importantly, helps in conserving resources by reducing unnecessary communications and streamlining processes.; ; We also engage in responsible corporate practices by prioritizing sustainability in our own operations. This includes choosing green technologies and suppliers wherever possible, as well as implementing policies aimed at minimizing waste and energy use within our organization.; ; Through these measures, Hanley Consulting not only assists clients in adopting more sustainable business models but also exemplifies the role of IT consultancy services in contributing to the global effort to combat climate change. By integrating these environmental considerations into our Cloud service provision, we help ensure a positive impact on our planet, aligning with both the objectives of PPN 06/20 and the broader goals of sustainable development.

  Covid-19 recovery

  Hanley Consulting is dedicated to contributing to COVID-19 recovery efforts through our cloud service provision by enhancing resilience and adaptability in communication technologies. Our cloud telephony services facilitate remote work, support continuous operations, and ensure organizational resilience, crucial for recovery in the post-pandemic environment.; ; Firstly, our cloud-based telephony solutions enable organizations to maintain seamless communication without physical constraints. By supporting remote work configurations, we help businesses reduce office density, adhere to social distancing guidelines, and ensure employee safety, all while maintaining operational efficiency. This flexibility is vital as companies adapt to new ways of working and seek to recover from the disruptions caused by the pandemic.; ; Additionally, Hanley Consulting offers comprehensive staff training and support, ensuring that all employees, regardless of their technical proficiency, can effectively utilize cloud telephony systems. This democratizes access to technology and contributes to a more inclusive digital transformation, which is essential for economic recovery as it ensures that businesses can continue to operate under any circumstances.; ; We also provide detailed statistical analysis of user calls and pathway design, which help organizations optimize their communication strategies. This data-driven approach allows businesses to improve customer service and internal workflows, which is critical for recovery, as efficient communication is more important than ever in the current economic climate.; ; By offering ongoing support both on-site and remotely, Hanley Consulting ensures that our clients have continuous access to expertise and assistance, thus enabling them to quickly adapt to changes and overcome challenges that may arise during the recovery phase.; ; Through these services, Hanley Consulting supports not only the economic recovery of our clients but also contributes to broader efforts to restore normalcy and growth post-pandemic, aligning with the social value themes of PPN 06/20.

  Tackling economic inequality

  Hanley Consulting is committed to addressing economic inequality through our Cloud service provision, focusing on supporting equitable access to advanced telephony cloud technologies across various socio-economic sectors. Our approach integrates several key strategies that are designed to ensure our services contribute positively to economic equality, both internally within our operations and externally among our clientele and their communities.; ; Firstly, we prioritize accessibility in our cloud telephony solutions, ensuring that small and medium-sized enterprises (SMEs), non-profits, and public sector organizations can benefit from advanced technology that is often out of reach due to high costs. By offering scalable solutions, we enable these organizations to access the same high-quality services that larger corporations use, thus helping to level the playing field and fostering inclusivity.; ; Secondly, our consultancy services include comprehensive training programs designed to enhance digital literacy among all users, regardless of their previous technical background or economic status. This approach not only empowers individuals with new skills but also enhances their employability and productivity, contributing to broader economic development.; ; Furthermore, we engage in community initiatives that support local economic growth. This includes partnerships with educational institutions to provide internships and training opportunities for students from diverse backgrounds, focusing particularly on underprivileged communities. These initiatives help build a more inclusive talent pipeline in the technology sector, reducing barriers to entry and promoting upward social mobility.; ; In providing ongoing support, pathway design, and implementation services, Hanley Consulting actively works to ensure that these benefits are sustained over time, leading to long-term improvements in economic equality for our clients and their stakeholders.; ; By embedding these practices within our service provision, Hanley Consulting not only meets the criteria set forth by PPN 06/20 but also plays a crucial role in tackling economic inequality through the strategic use of technology.

  Equal opportunity

  In line with PPN 06/20's emphasis on advancing equal opportunity, Hanley Consulting actively promotes an inclusive work environment and equitable access to employment and advancement opportunities. Our commitment to social value is deeply integrated within our Cloud service provision, particularly through our internal policies and client engagement strategies.; ; Our workforce demonstrates gender parity with a 50/50 male-to-female ratio, and we are proudly led by a female owner, reflecting our dedication to breaking industry norms and promoting women in technology and leadership roles. We extend this commitment to equality through our recruitment practices by ensuring bias-free hiring processes and actively seeking out underrepresented talents in the tech sector. Furthermore, Hanley Consulting provides comprehensive training and career development programs that support not only skill enhancement but also leadership opportunities for all employees, regardless of gender, background, or disability.; ; In our client engagements, particularly in projects involving the migration to and implementation of cloud telephony services, we ensure our solutions are accessible and beneficial to a diverse range of users. This includes designing user interfaces that are accessible to individuals with disabilities and providing training materials in various formats to cater to different learning needs and preferences.; ; Moreover, by facilitating efficient cloud-based communication solutions, Hanley Consulting supports clients in creating more flexible, inclusive workplaces that can accommodate a variety of working styles and personal circumstances, thus promoting equal employment opportunities across different sectors.; ; By embodying these principles within our core business practices, Hanley Consulting not only adheres to the Social Value model proposed in PPN 06/20 but also serves as an exemplar of how businesses can effectively contribute to a more equitable society through thoughtful and inclusive service provision.

  Wellbeing

  Hanley Consulting is dedicated to promoting wellbeing through our cloud telephony services, addressing both the direct needs of our clients and the broader wellbeing of their teams. Our approach encompasses several strategic initiatives:; ; Flexibility and Work-Life Balance: Our cloud telephony services facilitate flexible working arrangements, allowing employees to work remotely or from multiple locations with ease. This flexibility significantly contributes to improved work-life balance, reducing commute times and enabling employees to manage personal and professional commitments more effectively.; ; Enhanced Communication: By providing robust and reliable communication tools, we ensure that teams can collaborate efficiently regardless of their physical location. This reduces the stress and isolation often associated with remote work, fostering a more connected and supportive work environment.; ; User-Friendly Technology: Our services are designed to be intuitive and easy to use, minimizing the learning curve and reducing frustration. We provide comprehensive training and ongoing support to ensure users are comfortable and proficient with the technology, which contributes to a more positive and productive work atmosphere.; ; Health and Safety: By enabling remote work, our services help reduce the need for physical contact and commuting, supporting health and safety particularly in contexts like the Covid-19 pandemic. This not only helps protect physical health but also provides peace of mind to employees and their families.; ; Inclusivity and Accessibility: We are committed to making our technology accessible to all users, including those with disabilities. Our cloud solutions comply with accessibility standards, ensuring that everyone can participate fully and equitably.; ; By integrating these elements into our service delivery, Hanley Consulting not only enhances the operational capabilities of public sector entities but also significantly contributes to the wellbeing of their employees. This commitment aligns with the government’s objectives under PPN 06/20, positioning us as a responsible and forward-thinking provider in the G-Cloud framework.

Pricing

• Price: £350 to £600 a unit a day
• Discount for educational organisations: 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 max@hanleyconsulting.co.uk. Tell them what format you need. It will help if you say what assistive technology you use.