Arrow Business Communications Limited

Arrow Trustworthy Research Environment ( Data Safe Haven)

Arrow's TRUSTWorthy Research Environment is a “cloud” based Data Safe Haven. The research platform overcomes the challenges faced by attempting to undertake meaningful electronic research. Joining data-sets in a methodical and secure manner allows the health economy and research community to progress to evidence based medical research like never before.

Features

• Provides secure access for academic or clinical based research program
• Ability to provide data receipts via many methods
• Electronic case report form (ECRFs) are available for data collection.
• Data in the following categories – structured, unstructured and image.
• Provides secure access for the receipt of health care data.
• Tool sets including Stata, R, python – DB/no DB, AI/ML
• IPZ – Interoperability Provisioning Zone
• DPZ – Data Provisioning Zone
• APZ – Application Provisioning Zone
• HSCN connected and NHS DSP Toolkit compliant

Benefits

• Allows secure processing of sensitive data
• Proven track record hosting sensitive data.
• Interoperable with NHS Systems
• Interoperable with NHS Systems
• ISO 9001
• ISO 27001
• Healthcare data standards adherence
• HSCN connected and NHS DSP Toolkit compliant
• Cyber Essentials Plus
• NHS DSP Toolkit Compliant

£18,000 an instance a year

• 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 gcloud@aro.tech. Tell them what format you need. It will help if you say what assistive technology you use.

Framework

G-Cloud 14

Service ID

618280278136195

Contact

John Loftus
07545 929225
gcloud@aro.tech

Service scope

• Software add-on or extension: No
• Cloud deployment model:
  • Public cloud
  • Private cloud
  • Hybrid cloud
• Service constraints: N/A
• System requirements: Anti-virus technology for virtual machine

User support

• Email or online ticketing support: Email or online ticketing
• Support response times: Priority 1 Issue — 1 elapsed hour; Priority 2 Issue — 2 elapsed hours; Priority 3 Issue — 8 elapsed hours; Outside Business hours: Priority 1 Issue — 2 elapsed hours; Priority 2 Issue — 4 elapsed hours; Priority 3 Issue — 12 elapsed hours
• User can manage status and priority of support tickets: No
• Phone support: Yes
• Phone support availability: 24 hours, 7 days a week
• Web chat support: No
• Onsite support: Onsite support
• Support levels: Client Specific, ARO offers a number of support packages based on the clients specific requirements. These range from our PAYG IT Support package up to our Platinum Support package. PAYG IT Support offers entry-level support with break / fix only on all named servers, or systems required that are outlined in the support contract. Our Platinum Support package offers fully managed service of the entire infrastructure stack. This includes management, administration and support of all hardware and systems tailored to include as many named servers, or systems required that are in the support contract.
• Support available to third parties: Yes

Onboarding and offboarding

• Getting started: Onsite training, online training, or user documentation provided
• Service documentation: Yes
• Documentation formats:
  • HTML
  • ODF
  • PDF
• End-of-contract data extraction: Arrow's cloud platform allows easy migration between environments and Arrow commits to providing the same level of support and management to assist the client in the off-boarding process at contract end.
• End-of-contract process: Use of software for duration of contract term.

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: There is no inherent functionality difference between the desktop and mobile interface
• Service interface: Yes
• User support accessibility: WCAG 2.1 A
• Description of service interface: VDI logon using web browser or horizon vm view client.
• Accessibility standards: None or don’t know
• Description of accessibility: No direct interface testing with assistive technology however the service is windows 10 based and all assistive technology embedded in the OS is available for use to end users
• Accessibility testing: No direct interface testing with assistive technology however the service is windows 10 based and all assistive technology embedded in the OS is available for use to end users
• API: No
• Customisation available: Yes
• Description of customisation: The system can be fully customised with the users creating their own Study Management Areas. Each Study Management area can be configured within a 12x8x8x3 matrix structure.

Scaling

• Independence of resources: Arrows’ Capacity management planning is controlled under our Information security management system (ISMS); ; The purpose of our capacity management process is to ensure the continuous availability of services through capacity planning, monitoring and management.; ; This ensures that the required capacity for any given system is always available and that upgrades and improvements to the clients systems can be implemented to ensure that adequate capacity exists and resource requirements are planned for and controlled

Analytics

• Service usage metrics: No

Resellers

• Supplier type: Not a reseller

Staff security

• Staff security clearance: Other security clearance
• 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: Less than once a year
• Penetration testing approach: ‘IT Health Check’ performed by a CHECK service provider
• Protecting data at rest: Physical access control, complying with SSAE-16 / ISAE 3402
• 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: All data can be exported into excel supported file formats.
• Data export formats:
  • CSV
  • ODF
  • Other
• Other data export formats: Xlsx
• Data import formats:
  • CSV
  • ODF

Data-in-transit protection

• Data protection between buyer and supplier networks:
  • Private network or public sector network
  • Bonded fibre optic connections
• Data protection within supplier network:
  • TLS (version 1.2 or above)
  • IPsec or TLS VPN gateway

Availability and resilience

• Guaranteed availability: 99.96%
• Approach to resilience: Tier 3 equivalent Data Centre -Concurrently maintainable: 99.99 % Availability • Enables planned activity without disrupting computer hardware operation. Arrows facilities are designed and specified to ensure that planned activity can be undertaken without any disruption to computer hardware. • Resilient power infrastructure. Arrows design specification for the DC facilities provides for 2N resiliency on the power infrastructure and N+1 on all other components and multiple Low Voltage path options with a dual A & B feeds which are available for all racks. • We also have resilient internet connectivity, setup in an auto-failover configuration and involving diverse routes and providers:
• Outage reporting: We have a process to communicate with customers in the event of a major service outage and provide a Reason for Outage report. This is based through emails from the support team. Once an outage is noted then regular hourly emails are sent detailing progress to resolution.

Identity and authentication

• User authentication needed: Yes
• User authentication: 2-factor authentication
• Access restrictions in management interfaces and support channels: Administrative and management networks are physically separate from other staff networks, within our secure NOC. Technical Staff access is strictly controlled . Client management access is via 2FA client VPN.
• Access restriction testing frequency: At least once a year
• Management access authentication:
  • 2-factor authentication
  • Public key authentication (including by TLS client certificate)
  • Limited access network (for example PSN)
  • 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: User-defined
• 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: Yes
• Who accredited the ISO/IEC 27001: DNV Business Assurance UK Limited
• ISO/IEC 27001 accreditation date: 01 December 2023
• What the ISO/IEC 27001 doesn’t cover: This certificate is valid for the following scope:; Provision of IT and Telecommunications Services (AV and Video Conferencing, Business Mobile, Cloud Telephony, Contact Centre, Cyber Security, Data Centre Services, Data services, IT, Software Development, Mobile Data) in accordance with the Statement of Applicability, version 1.0, plus Code of Practice ISO 27017:2015 on information security controls for cloud services and Code of Practice ISO 27018:2019 for protection of personally identifiable information (PII) in public clouds.
• 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: Cyber Essentials QGCE 2305

Security governance

• Named board-level person responsible for service security: Yes
• Security governance certified: Yes
• Security governance standards:
  • ISO/IEC 27001
  • Other
• Other security governance standards: NHS Data Security and Protection Toolkit. ODS Code: 8J121
• Information security policies and processes: The Chief Executive Officer, along with the board, in partnership with the Head of IT is responsible for the approval of all of the IT policies and ensuring that they are discharged to the relevant managers. Arrow's Information Security Policy outlines our approach to information security as well as being a method to establish a set of tools to outline the responsibilities necessary to safeguard the security of the Company’s information systems with supporting policies, codes of practice, procedures and guidelines. The policy applies to all employees - current and new - of the Company as well as all other authorised users. The policy relates to the use of all Company-owned information system assets, to all privately owned systems when connected directly or indirectly to the Company’s network and to all Company-owned and or licensed software/data. Authorised members of the IT Department will from time to time monitor the information systems under their control to ensure compliance. This is supported by training during the Induction process for new employees and updates to existing staff as appropriate.

Operational security

• Configuration and change management standard: Supplier-defined controls
• Configuration and change management approach: All components are recorded on a asset register and asset tagged where necessary. Should changes be needed a formal request is submitted to the change management board and risks would be assessed against the current safeguards in place against that component. Based on this assessment that change management board would recommend the correct and safest course of action.
• Vulnerability management type: Supplier-defined controls
• Vulnerability management approach: Potential threats are identified through risk assessments. Our response to identified threats is measured on severity and impact. This also defines the level to which the issue is escalated. Regular software patches to our service are released by the manufacturer Vidyo. We implement these patches onto our platform in a timely manner.
• Protective monitoring type: Supplier-defined controls
• Protective monitoring approach: Arrow's Data Protection Policy details the extensive controls, measures and methods used to protect personal data, uphold the rights of data subjects, mitigate risks, minimise breaches and comply with the data protection laws and associated laws and codes of conduct. We also carry out regular audits and compliance monitoring processes, to ensure that the measures and controls in place are adequate, effective and compliant at all times. All data breaches are reported immediately to the direct line manager and the reporting officer. Measures must be taken immediately to contain the breach and to stop any further risks or breaches.
• Incident management type: Supplier-defined controls
• Incident management approach: Arrow’s Data Breach Policy states that all staff must report a data breach immediately to the direct line manager. ; ; The Supervisory Authority is to be notified within 72 hours of any breach where it is likely to result in a risk to the rights and freedoms of individuals. ; ; A full investigation is conducted and recorded on the incident form, the outcome of which is communicated to all staff involved in the breach, in addition to upper management. A copy of the completed incident form is filed for audit and record purposes.

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: Yes
• Connected networks:
  • Public Services Network (PSN)
  • NHS Network (N3)
  • Joint Academic Network (JANET)
  • Health and Social Care Network (HSCN)

Social Value

• Social Value:

  Social Value

  Wellbeing

  Wellbeing

  To help us drive wellbeing and engagement throughout Arrow, we have dedicated Wellness Champions at each of our key sites – these are voluntary roles and act as a central point of contact for advice and guidance around the mental health and wellbeing of our people. They also help to drive the promotion and organisation of various corporate social responsibility initiatives across Arrow further driving engagement. A dedicated Teams channel is used to communicate, share, and promote these activities. Each Champion has completed Mental Health First Aider training so that they are equipped with the necessary skills to fulfil this role. These courses run through MHFA England have also been attended by other members of the wider team. The engagement of our people is paramount at Arrow, and we track this closely, currently sitting at 89% this places us in the upper quartile of all benchmarked organisations. In addition to our 2 main annual surveys, we also track the wellbeing and resilience of our people as well as our eNPS score monthly to ensure we keep a close temperature check on how they are feeling. Our current eNPS score is 52% which places us in the top 25% of organisations in our industry.

Pricing

• Price: £18,000 an instance a year
• Discount for educational organisations: No
• Free trial available: Yes
• Description of free trial: Trial periods can be arranged as part of PoC analysis. These periods are usually incorporated into a longer contract.
• Link to free trial: N/A

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 gcloud@aro.tech. Tell them what format you need. It will help if you say what assistive technology you use.