INTELLIGENT LILLI LIMITED

Intelligent Lilli

Lilli enables commissioners to improve their key outcomes including:
• Reduction/delay transfer to permanent residential care.
• Reduction in average homecare package per SU
• Support for D2A and home first pathways

We allow providers to offer additional services in extra care, mental health and step up ad down provisions.

Features

  • Proactive remote monitoring service
  • Non-intrusive monitoring of vulnerable people.
  • Digital dashboard: Health information displayed for residents.
  • Integration with services used by health care to manage users.
  • Custom reporting and evidence of outcomes.
  • Integrated healthcare platform
  • Not reliant on Wifi

Benefits

  • Supports vulnerable people to live independently at home
  • Assists health and social care providers identify abnormalities.
  • Allows carers to act before a decline in health.
  • Allows health and social care providers efficiently manage resources
  • Identify accurate care packages and improve care outcomes
  • Giving peace of mind to loved ones and carers
  • Delivering time and cost efficiencies for care teams
  • Wrap around support
  • Implementation models designed to meet outcomes

Pricing

£60 a licence a month

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 hello@intelligentlilli.com. 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 6 1 8 5 3 3 3 3 5 2 1

Contact

INTELLIGENT LILLI LIMITED Gren Paull
Telephone: +44 (0)20 3922 0067
Email: hello@intelligentlilli.com

Service scope

Software add-on or extension
No
Cloud deployment model
Public cloud
Service constraints
There us a requirement for the hardware to be configured to the correct settings
System requirements
  • Authenticated Lilli account
  • A modern web browser on Windows, Mac or Chrome os
  • Power
  • Android or iPhone

User support

Email or online ticketing support
Email or online ticketing
Support response times
Email support is included in the cost, operating hours are 08:00 -18:00 Monday to Friday. There is no service at the weekend and we aim to answer as quickly as possible.
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
Onsite and On line technical support where required is included between 08:00 to 18:00 Monday to Friday. Where possible:
• Service critical queries which will be responded to within 2 hours, 24 hours a day
• Non-service critical queries will be responded to between the hours of 8am and 6pm within 2 hours
Support available to third parties
Yes

Onboarding and offboarding

Getting started
Customers place the order and although they can use the service straight away we normally agree the training windows to support their implementation and provide a mobilisation plan as required including milestones and success criteria.

Lilli conducts extensive remote and on-site training for our users.
- We have made available online FAQ, help, training videos and documentations.
- Lilli operates customer service function, which users can access (via phone, email) to get answers to querys and service issues
- Lilli conducts workshops and feedback sessions on a regular basis with customers to understand their challenges and needs and accordingly provide support.

Some customers prefer us to work with them on their implementation to co create the methodology and define the new ways of working as it is a change from traditional methods and we can provide support with that.

Our experience of working with Local Authority clients has identified that the most common cause of failure within projects and pilots, is when there is no flexibility in the rollout and delivery. This also assists clients with tracking outcomes and we run surveys should the clients need this service.
Service documentation
Yes
Documentation formats
PDF
End-of-contract data extraction
Data requests from users are handled by the data controller, and as data processor Lilli will then action these requests.
End-of-contract process
Data is kept as per our RoPA for 7 years then expunged from our databases. Subject Access Requests (SARs) requesting data deletion will be executed at the direction of the data controller. We can produce a CSV file for free. Any other form of data extraction depending on the requirements may come at an extra cost. This would be determined on review and form part of a mutually agreed extraction plan.

Using the service

Web browser interface
Yes
Supported browsers
  • Internet Explorer 11
  • Microsoft Edge
  • Firefox
  • Chrome
  • Safari
  • Opera
Application to install
No
Designed for use on mobile devices
Yes
Differences between the mobile and desktop service
Lilli Web App uses Responsive Web technology. This means the application adopts the device form factor (desktop/laptop, tablets and mobile phones), while retaining full feature set.
On the mobile phones (Android and iPhones) users can leverage platform features such as sharing links, images and content with others via SMS, Email and other sharing enabled apps.
Service interface
Yes
User support accessibility
WCAG 2.1 A
Description of service interface
Lilli Service interface is comprised of

- A Responsive Web App that works across Desktop/Laptops, Tablets and Android, iPhones
- A set of tools to manage referrals and onboarding of Service Users
- Data reporting and customer service tools based on emails, dashboards
- Native apps for iPhone and Android.
Accessibility standards
WCAG 2.1 AA or EN 301 549
Accessibility testing
We regularly collaborate for feedback and co-design our product with our users. At the beginning of the scoping and mobilisation stages of our project we define the users needs and outcomes and design our offer and delivery to suit. We also do this during the lifecycle of a project,by obtaining regular feedback, validating and adding to our roadmap.
API
Yes
What users can and can't do using the API
Abilities are granted by user role and are based on the principle of least privilege. Depending on assignation users can view data, produce reports, install hardware, manage other users.
API documentation
Yes
API documentation formats
PDF
API sandbox or test environment
No
Customisation available
Yes
Description of customisation
Yes, customers can customise the systems. We work closely with our customers, to identify their outcomes and services to see how we can better adopt our service delivery to meet their requirements, we do this at the beginning of the process and then also regularly thought out, in order to meet changing needs and requirements.

Scaling

Independence of resources
All servers exist behind load-balancers to ensure no one server is overloaded by requests. Processes are continually monitored to detect spikes in usage. In the event of increase in demand, additional servers are spun up to cater for it, response time is less than 10 minutes from spike to additionally provisioned servers.

Parts of the systems (public APIs for apps) are deployed on Edge Servers (to the closest location to customers). These are deployed and scaled independently of other users, to ensure dedicated capacity.

Analytics

Service usage metrics
Yes
Metrics types
We provide on-demand and on schedule, digest of curated metrics, which capture systems usage, SU statistics and systems infrastructure health/uptime.
Reporting types
  • 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
Up to Security Clearance (SC)

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
Managed by a third party
Penetration testing frequency
At least every 6 months
Penetration testing approach
‘IT Health Check’ performed by a Tigerscheme qualified provider or a CREST-approved service provider
Protecting data at rest
  • Physical access control, complying with CSA CCM v3.0
  • Physical access control, complying with SSAE-16 / ISAE 3402
  • Encryption of all physical media
Data sanitisation process
Yes
Data sanitisation type
Explicit overwriting of storage before reallocation
Equipment disposal approach
A third-party destruction service

Data importing and exporting

Data export approach
HTTPS API request from an authorised user to a permitted API endpoint.
Data export formats
  • CSV
  • Other
Other data export formats
  • Excel
  • JSON
Data import formats
  • CSV
  • Other
Other data import formats
  • Excel
  • JSON

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
Critical components of Lilli Service have 99% uptime.
Approach to resilience
IoT Hardware:
- Multi-network roaming SIM to mitigate for individual UK mobile networks becoming unavailable
- Optional backup ethernet connectivity
- On-device buffering of messages to cater for unanticipated communications outages
- Battery backup to power gateways in the event of a power outage
Server/service infrastructure:
- Continuous integration and deployment with automated testing to ensure bugs are not deployed to production environments
- CloudFlare middleware for caching of data provided to customers
- Automated horizontal scaling of servers in AWS to cater for traffic and usage spikes
- DNS services provided by Cloudflare
- Infrastructure-as-code philosophy to ensure idempotent deployments that are repeatable and not prone to human error
Outage reporting
Outages to our service initiate an investivation. An incident report is produced for the outage summarising the issue, explaining any actions taken and listing process changes and mitigations to be implemented as a result of the outage
- Statuspage is used to monitor and report API and App availability and uptime.

Identity and authentication

User authentication needed
Yes
User authentication
  • Username or password
  • Other
Other user authentication
Both User name and password
Access restrictions in management interfaces and support channels
Systems use Role based authorisation. Each customer organisation can create roles as per the organisation structure and responsibilities of individual users. When User logs in (with their username/password) the access rights defined in the Role, are stored in a JWT token for the duration of User's session. Each request (to view/read, change or delete data) is validated against the token, before allowing access.
Access restriction testing frequency
At least every 6 months
Management access authentication
Username or password

Audit information for users

Access to user activity audit information
Users contact the support team to get 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
At least 12 months
How long system logs are stored for
At least 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
No
Other security certifications
No

Security governance

Named board-level person responsible for service security
Yes
Security governance certified
Yes
Security governance standards
Other
Other security governance standards
NHS Data Security and Protection Toolkit and Cyber Essentials
Information security policies and processes
Lilli adopts a risk-based and pragmatic approach to security governance. Decisions are made with security posture considered and mitigations put in place to control for risks as appropriate. Staff are given training in cybersecurity and take responsibility for following best practices, and there is an escalation to the CIO for any issues that warrant reporting or demand review. Risks are reviewed weekly and are reported to the Board.

Operational security

Configuration and change management standard
Supplier-defined controls
Configuration and change management approach
We have a documented process that sets our change management processes. All changes are tracked, checked for security and risk assessed to ensue that they meet the strict standards. All changes are recorded and quality assured.
Vulnerability management type
Supplier-defined controls
Vulnerability management approach
Libraries and dependencies used in the product are regularly reviewed and updated as necessary. Penetration testing is undertaken and any deficiencies are fed into the development pipeline for remediation. All commited code is reviewed by at least one other developer to identify any security risks.
Protective monitoring type
Supplier-defined controls
Protective monitoring approach
All development devices have an agent installed that scans the computer at all times for insecure or outdated software and dependencies, and a weekly review is undertaken of all devices to remedy any deficiencies.
Incident management type
Supplier-defined controls
Incident management approach
The incident management process is built to fit the guidance of the ICO and GDPR legislation. A designated staff member oversees each incident, manages the response, communicates with employees and staff and escalates to regulators where appropriate. Incident response teams are created and consist of staff with relevant experience to handle the incident. Post-incident analysis is mandatory to isolate root causes, to understand impact on SLAs and to provide Customer Success teams with relevant information to communicate with customers.

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 have a commitment to reducing carbon emissions. We recycle and reuse materials where possible. We have a green travel policy and promote the use of electric vehicles where at all possible. To reduce carbon we have a policy which allows staff to work from home. We use sustainable products where possible. By nature of our software we are part of the solution which allows our customers to reduce their carbon footprint.
Covid-19 recovery

Covid-19 recovery

Our software supports covid recovery as it assists people with long term health conditions.This form of discreet technology enabled care, prevents conditions from becoming serious, reduces the number of hospital admissions, and improves the quality of life of those being monitored, helping them to remain safe and content in their homes for longer.
Tackling economic inequality

Tackling economic inequality

Our software supports removing inequality as it allows people to be supported regardless of their location. Partnering with Lilli to offer services to commissioners of care as part of new and existing developments. We are aligned with the commercial objectives of PfP. Increased options for individuals and efficiencies for care services PfP provides as a partner, customer and supplier. We also are happy to allow customers to advertise their jobs on their local job boards.
Equal opportunity

Equal opportunity

Our software supports removing inequality as it allows people to be supported regardless of their location. Lilli is committed to provide services that enable people to live their best lives, support communities and service providers. We are able to offer customers the option of advertising our jobs locally to support opportunities within your local communities.
Wellbeing

Wellbeing

Our software supports wellbeing as it allows people to be supported regardless of their location. We also offer the option of advertising our roles locally to support the local ecconomy and wellbeing.

Pricing

Price
£60 a licence a month
Discount for educational organisations
No
Free trial available
No

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