Maldaba Ltd.

Hear Me Now

Hear Me Now provides a digital person-held record (digital passport) of health and care information for people with learning disabilities and cognitive impairments. Data is held on the person's device (Android, iOS) and enables them to share remotely information about themselves with friends, family, health and care staff.

Features

• Multimedia information
• Remote sharing
• About Me information
• Digital passport
• Online Easy Read Questionnaires
• My Week planner
• Diary
• Individualised, personalised content
• Document store
• Online information dissemination

Benefits

• 30% reduction in engagement episodes
• Annual savings of over £70,000
• Increased independence and control
• Better articulation of needs and wishes
• Improved self-management of long-term conditions
• Better information sharing between health and care agencies
• Greater transparency of health and care provision
• Evidence generation for regulators
• Oversight for commissioners
• Reassurance for families

£22,500 to £75,000 an instance

• Free trial available

Service documents

• Pricing document

  PDF

• Service definition document

  PDF

• Terms and conditions

  PDF

• Modern Slavery statement

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

Framework

G-Cloud 13

Service ID

617552285459598

Contact

Lorenzo Gordon
07866 462 710
tender@maldaba.co.uk

Service scope

• Software add-on or extension: No
• Cloud deployment model: Private cloud
• Service constraints: No constraints. App users (supported people/patients) require a phone or tablet (iOS, Android) purchased in the last 6 years. We routinely plan maintenance, however this is done out of hours with minimal downtime (if any at all). Remote access (for staff) is via a web browser, on any modern major browser. No other hardware constraints.
• System requirements:
  • Android (for app users) 5.0
  • IOS (for app users) 10.0
  • Any major modern web browser (Chrome, Safari, Edge, IE, Firefox)

User support

• Email or online ticketing support: Email or online ticketing
• Support response times: Standard support is provided within 24hrs during normal business days (Mon-Fri excluding national holidays).
• 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: Onsite support
• Support levels: Our support and customer services team will work with you to resolve any queries or issues as quickly as possible. We remain in contact with you (normally via email) and update you on progress. ; ; Customers may request bespoke enhancements which we will always consider and may charge for.
• Support available to third parties: Yes

Onboarding and offboarding

• Getting started: We provide onboarding documentation, training, engagements sessions and virtual support throughout onboarding. We provide a series of user guides and manuals to help users refer to after training to get using Hear Me Now. We offer regular (fortnightly and monthly) sessions to keep in touch with users and help them get used to using Hear Me Now daily.
• Service documentation: Yes
• Documentation formats: PDF
• End-of-contract data extraction: Users request to Maldaba and we will provide data extracts as required, in system-agnostic formats.
• End-of-contract process: Professional services are including in Year 1 onboarding, after that customers choose to continue to receive these as a bundle or pay for them ad-hoc.

Using the service

• Web browser interface: Yes
• Supported browsers:
  • Internet Explorer 11
  • Microsoft Edge
  • Firefox
  • Chrome
  • Safari
  • Opera
• Application to install: Yes
• Compatible operating systems:
  • Android
  • IOS
• Designed for use on mobile devices: Yes
• Differences between the mobile and desktop service: The app is designed for use by vulnerable people and is co-created with people with learning disabilities. The web interface (The remote interface) is designed with and for the individual's support network (family, health and care staff). The two versions therefore have very different features, and different user interfaces and user experiences for these reasons.
• Service interface: Yes
• User support accessibility: WCAG 2.1 AA or EN 301 549
• Description of service interface: The web application is written in PHP. The Android and iOS apps are each written natively, for their respective environments.
• Accessibility standards: WCAG 2.1 AA or EN 301 549
• Accessibility testing: We use NVDA to replicate a screen reader. We use https://webaim.org/resources/contrtastchecker for contrast checking.
• API: Yes
• What users can and can't do using the API: We work with customers who require API interoperability on a case-by-case basis. Our API is fully documented.
• API documentation: Yes
• API documentation formats: PDF
• API sandbox or test environment: Yes
• Customisation available: Yes
• Description of customisation: Admin-level customers can configure their organisation settings (such as managing users, managing sharing of information).

Scaling

• Independence of resources: We actively monitor server resources to ensure sufficient resources are available for all our customers. Our servers are cloud-based and can quickly/easily be scaled as required.

Analytics

• Service usage metrics: Yes
• Metrics types: We provide aggregated app usage and web user analytics (usage, nature of use). Where an app user has shared data with a web user, some individual app user behaviour is also available. App users choose whether to consent to analytics or not. Data is only available with app user consent.
• Reporting types:
  • Real-time dashboards
  • Reports on request

Resellers

• Supplier type: Not a reseller

Staff security

• Staff security clearance: Conforms to BS7858:2019
• Government security clearance: Up to 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: 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 another standard
• Data sanitisation process: Yes
• Data sanitisation type: Explicit overwriting of storage before reallocation
• 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: Request to Maldaba, who will export data on request.
• Data export formats: CSV
• Data import formats: Other
• Other data import formats:
  • MP3
  • MP4
  • PDF
  • JPG
  • PNG

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: 99.5% service availability.
• Approach to resilience: The data centre is compliant to ISO/IEC 27001 standards.
• Outage reporting: Email alerts.

Identity and authentication

• User authentication needed: Yes
• User authentication:
  • 2-factor authentication
  • Username or password
• Access restrictions in management interfaces and support channels: The service uses Role-Based Access Controls (R-BAC). Customer admin users are supported to create appropriate permissions for users based on their roles. Support channels are restricted to these admin users, who in turn support their organisation colleagues.
• Access restriction testing frequency: At least once a year
• Management access authentication:
  • 2-factor authentication
  • 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: Users contact the support team to get audit information
• How long supplier audit data is stored for: Between 6 months and 12 months
• How long system logs are stored for: Between 6 months and 12 months

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: Yes
• Other security certifications: Yes
• Any other security certifications:
  • DSPT Standards Exceeded
  • Server hosts are ISO/IEC 27001 certified.
  • Data centres are ISO/IEC 27001 certified.

Security governance

• Named board-level person responsible for service security: Yes
• Security governance certified: Yes
• Security governance standards: Other
• Other security governance standards: The server hosts and data centres are each certified to ISO/IEC 27001 standard. Maldaba is Cyber Essentials Plus certified, and holds the NHS Data Security and protection Toolkit certification (Standards Exceeded).
• Information security policies and processes: Maldaba has a Data Protection Policy, is CE+ and NHS DSPT (standards exceed) certified.

Operational security

• Configuration and change management standard: Conforms to a recognised standard, for example CSA CCM v3.0 or SSAE-16 / ISAE 3402
• Configuration and change management approach: All system updates are logged, timestamped, and version-controlled, for easy rollback/regression testing where needed. Database backups are regularly taken and held for a period of months for major changes. Data backups are taken nightly to protect the data.
• Vulnerability management type: Conforms to a recognised standard, for example CSA CCM v3.0 or SSAE-16 / ISAE 3402
• Vulnerability management approach: Server and network security is maintained by our server hosts who operate to ISO/IEC 27001 standards. The data centre is separately ISO/IEC 27001 standard-certified.
• Protective monitoring type: Conforms to a recognised standard, for example CSA CCM v3.0 or SSAE-16 / ISAE 3402
• Protective monitoring approach: Server and network security is maintained by our server hosts who operate to ISO/IEC 27001 standards. The data centre is separately ISO/IEC 27001 standard-certified.
• 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: Server and network security is maintained by our server hosts who operate to ISO/IEC 27001 standards. The data centre is separately ISO/IEC 27001 standard-certified. Users request support via email, we record all activities in our ticketing system and Sharepoint, and respond via email. Behaviour practices are documented on our internal Wiki for staff to access.

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

• Fighting climate change:

  Fighting climate change

  We limit all staff travel as much as possible, use existing technology for as long as possible, and recycle all material when we not longer have use for it. We are committed to minimising our environmental impact and actively review what further we can do.
• Covid-19 recovery:

  Covid-19 recovery

  We support staff with returning to more normal times. We have adapted our office behaviour to a hybrid environment in order to support our staff.
• Tackling economic inequality:

  Tackling economic inequality

  We are mindful of all biases (racial, gender, cultural) during recruitment, and welcome staff and applicants from backgrounds different and sometime less affluent than our own. We endeavour to apply cost-of-living raises to all staff each year. We ensure that the gap between the best and worst paid within Maldaba is small.
• Equal opportunity:

  Equal opportunity

  We are an equal opportunities employer and welcome people from all backgrounds. We are proud to have a diverse workforce, with people of all faiths and none. We are actively trying to increase the number of female staff at Maldaba.
• Wellbeing:

  Wellbeing

  We support staff wellbeing with flexible office hours,. hybrid working, social events, bonuses and cost-of-living raises. We provide free fruit in the office and pay for a fortnightly working lunch for staff in the office.

Pricing

• Price: £22,500 to £75,000 an instance
• Discount for educational organisations: No
• Free trial available: Yes
• Description of free trial: Android (only) app users may use Hear Me Now for 30 days free trial.
• Link to free trial: https://www.hearmenowapp.com/

Service documents

• Pricing document

  PDF

• Service definition document

  PDF

• Terms and conditions

  PDF

• Modern Slavery statement

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