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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

Pricing

£22,500 to £75,000 an instance

Service documents

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

6 1 7 5 5 2 2 8 5 4 5 9 5 9 8

Contact

Maldaba Ltd. Lorenzo Gordon
Telephone: 07866 462 710
Email: 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

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.