Purcell Radio Systems Ltd

CARPS

Fast response task management software for managing and measuring the workflow of Soft FM support services (porters, domestics, housekeeping, waste, catering, security, linen, etc) in demanding healthcare environments.

Features

• Self-service task requests
• Automated task allocation
• Self-allocation of tasks
• Real-time reporting
• Custom SLA/KPI measurement
• Mobile Team Management via smart device
• Android/iOS and two-way radio integration
• Indoor location tracking options
• Custom integration with 3rd party apps
• Custom HL7 integration (e.g. with PAS/EPR)

Benefits

• Increase staff utilisation / efficiency
• Improve response times
• Evidence service delivery and demand
• Submit service requests easily, quickly, and accurately
• Allocate tasks to the best placed operatives
• View real-time workflow across multiple platforms
• Access over 100 standard reports with custom reports/dashboards also available
• Use workflow data to manage staffing and drive improvement
• Flexible and scalable deployment
• Easy to use, minimal training required

£26,112 an instance a year

Service documents

• Pricing document

  ODS

• Service definition document

  ODT

• Terms and conditions

  ODT

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

Framework

G-Cloud 14

Service ID

627670351418661

Contact

Tom Purcell
02077396080
info@purcellradio.com

Service scope

• Software add-on or extension: No
• Cloud deployment model:
  • Private cloud
  • Hybrid cloud
• Service constraints: Android app may need to be installed and configured on devices either in our workshop or with a site visit from a member of our team.; Two-way Radio (PMR) system integration requires specific hardware configuration and additional on-site hardware for integration with the Cloud environment.
• System requirements:
  • Minimum recommended Android version is 13
  • IOS devices must be running the latest version of iOS

User support

• Email or online ticketing support: Email or online ticketing
• Support response times: Emails are responded to within 1 hour during contracted support hours.; Low & Medium priority service request hours - 9.00am till 5.00pm Monday to Friday excluding all public and ; bank holidays. ; High priority service request hours – 08.00am till 20.00pm Monday to Sunday including all public and bank ; holidays.
• User can manage status and priority of support tickets: No
• Phone support: Yes
• Phone support availability: 9 to 5 (UK time), 7 days a week
• Web chat support: No
• Onsite support: Yes, at extra cost
• Support levels: There is only one support level available for all CARPS Clients.; CARPS service tickets are accepted by telephone or email.; Low & Medium priority service request hours - 9.00am till 5.00pm Monday to Friday excluding all public and ; bank holidays. ; High priority service request hours – 08.00am till 20.00pm Monday to Sunday including all public and bank ; holidays.; Support requests are triaged to the most appropriate available member of our support team.
• Support available to third parties: Yes

Onboarding and offboarding

• Getting started: According to user requirements and preferences, we can provide:; *On-site user training and/or train-the-trainer sessions.; *Remote live training sessions via MS Teams (or similar).; *PDF user manuals for all key CARPS applications.; *Tutorial videos.; *Custom documents and videos for site-specific requirements.
• Service documentation: Yes
• Documentation formats: PDF
• End-of-contract data extraction: All historic data may be extracted by users at any time via the "Export Data" tool in CARPS Administration.; Additionally, a copy of the database can be made available on request.
• End-of-contract process: At the termination of a contract, access to all CARPS software applications will cease. We will help to ensure that users have access to all historic data, as required, before such data is erased from our systems/records.

Using the service

• Web browser interface: Yes
• Supported browsers:
  • Microsoft Edge
  • Chrome
• Application to install: No
• Designed for use on mobile devices: Yes
• Differences between the mobile and desktop service: CARPS Controller, Management, and Web-Logger are desktop apps not designed to work on Mobile devices, so some optimisation/usability issues may occur with these applications, depending on screen size, etc.; ; CARPS Mobile Controller, Mobile Management, Operative apps (Android/iOS) are designed for use on mobile devices.; ; Almost all Controller features and fuctionality are available in the Mobile Controller app, with the notable exceptions of radio based voice communication and access to CARPS Admin and Reports.
• Service interface: Yes
• User support accessibility: None or don’t know
• Description of service interface: CARPS Controller / Management interface:; * Access available service categories via tabs across top; * Visibility of task demand/available operative summary at each service category tab; * Switch between available category groups (sites) via top-right drop-down; * Access Radio Communications info and troubleshooting panel via icon top-left; * Access task search filters via button, top-left; * Navigate between live screens within selected service category across bottom (Operatives, New Task, Pre-booked, Pending, Allocated, Active, Paused, Completed); * Respond to "Request To Talk" entries bottom-left; * Access Administration, Dashboard/Log, Group Call settings bottom-right
• Accessibility standards: None or don’t know
• Description of accessibility: CARPS Controller / Management interface:; Operatives screen (Controller only):; Log Operatives on/off , assign operative communications device, assign auto-allocation rules, add Operative note, assign break/unavailable status, manage assigned service categories, manage operative task queue, send text message, initiate voice call.; New Task:; Log new task requests as Pending or Pre-booked.; Assign task priority, risks, comments, attachments, number of Operatives required, return task required; Live Task Screens:; Edit task, add task note/delay, cancel task, duplicate task, pause task, complete task.; View task history including all notes and timestamps.; Allocate tasks to Operatives (Controller only); Manually advance Operative status (Controller only); etc...
• Accessibility testing: To date, we have not done interface work with users of assistive technology.
• API: Yes
• What users can and can't do using the API: Through the API, all "Logger" functionality can be set up. ; This includes:; * Creation of new service requests/tasks on the system, including pre-booked/scheduled tasks; * Visibility of Pre-booked, Pending, Allocated, Active, Completed tasks; * Editing of Pre-booked and Pending tasks; * Add task notes to tasks of any status; * Cancel tasks; ; Limitations include:; * Administration access (Global Configuration and Reports); * Manual task allocation (though tasks can still be picked up by Operatives via self-allocation or auto-allocation); * Management of Operative status (log on/off, manage breaks/unavailability, manual status advance, Operative notes, category assignment, auto allocation rules)
• API documentation: Yes
• API documentation formats: PDF
• API sandbox or test environment: Yes
• Customisation available: Yes
• Description of customisation: Users can customise the following aspects of the system:; * Task Definitions (e.g. "Patient Move", "Infection Clean", etc); * Locations (including rooms / bays and beds); * Operatives / Users (names of system users and assigned user type / categories); * Task Codes (can relate to cost codes, etc); * Task Priority Levels and associated KPI/SLA timeouts; * Service Categories (e.g. Porters, Cleaners, Catering, ED Porters, etc); * Category Groups / Sites (e.g. Hospital A, Hospital B, etc); * Auto-allocation Rules; * Easy-add Tasks (shortcut task request buttons); * Independent Worker Task Definitions; * Operative Notes (e.g. "Light Duties", etc); * Unavailability Status Definitions (e.g. "Meeting", "Training", etc); * Recurring Tasks (schedule tasks to automatically generate at a chosen interval); * Risk Definitions; * Change New Task Field Labels ; * Add Custom New Task Fields; * Assign New Task fields by task, according to relevance (e.g. "Patient Full Name"); * Create work instructions for tasks; * Task and Location abbreviations (text sent to Operative devices); ; All listed customisations can be made through "Global Configuration", accessed via Management/Controller application.; ; Permissions and access managed by "User Type" and admin password.; ; Further customisations may be possible, subject to request.

Scaling

• Independence of resources: Users are issued their own database and dedicated resources as part of the hosting package.

Analytics

• Service usage metrics: Yes
• Metrics types: Users per month.
• Reporting types: Reports on request

Resellers

• Supplier type: Reseller providing extra features and support
• Organisation whose services are being resold: In Control Pty Ltd

Staff security

• Staff security clearance: Staff screening not performed
• 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: No
• Datacentre security standards: Managed by a third party
• Penetration testing frequency: At least once a year
• 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
  • Other
• Other data at rest protection approach: SQL TDE
• Data sanitisation process: Yes
• Data sanitisation type: Deleted data can’t be directly accessed
• Equipment disposal approach: A third-party destruction service

Data importing and exporting

• Data export approach: Day-to-day data export is done via the CARPS on-board reporting suite. There are over 100 report templates available as standard. Each report can be customised with a range of filters and saved in a variety of formats. Once saved, reports can be downloaded from the hosted platform to the user's local device.; Full data export can be done via the "Export Data" tool. Users simply select a date range and all system data is exported in .csv format. Once saved, exported data can be downloaded from the hosted platform to the user's local device.
• Data export formats: CSV
• Data import formats: CSV

Data-in-transit protection

• Data protection between buyer and supplier networks:
  • Private network or public sector network
  • TLS (version 1.2 or above)
• Data protection within supplier network: TLS (version 1.2 or above)

Availability and resilience

• Guaranteed availability: 99.9%
• Approach to resilience: Multiple redundant virtual environments. Hosted in Azure as part of availability set.
• Outage reporting: Email.

Identity and authentication

• User authentication needed: Yes
• User authentication: Username or password
• Access restrictions in management interfaces and support channels: Access to Management interfaces (Administration / Global Configuration) is restricted by User Type (user permissions) and separate password protection for Admin/Global Config access.; Email support is offered to users with a recognised email domain.; Phone support users are asked to identify themselves.; Sensitive requests are referred to a known Manager from the client organisation for approval.
• 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 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: Yes
• Who accredited the ISO/IEC 27001: Peers Quality Assurance Ltd
• ISO/IEC 27001 accreditation date: 01/08/2023
• What the ISO/IEC 27001 doesn’t cover: In our Statement of Applicability (FORM FM018) we exclude nothing from the Annex A reference or the clauses.
• 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: NHS Data Security and Protection Toolkit

Security governance

• Named board-level person responsible for service security: Yes
• Security governance certified: Yes
• Security governance standards: ISO/IEC 27001
• Information security policies and processes: We follow information security policies and processes in line with ISO27001. We have developed formal policies and processes for the following (more details available on request).; Policies:; Legislation; Information Security Policy; ICT Asset Register with RA & RT; Operating Procedures for ICT; Secure Development Policy; Information Classification Policy; Access Control Policy; Access Control Matrix; Development & Change Control Form; Policy of Cryptographic Controls; Risk Assessment & Treatment Methodology; Acceptable Use Policy; Bring Your Own Device (BYOD) Policy; Business Continuity & Disaster Recovery Plan; ; Processes:; Sub-contractor Software and Hardware; Incident & Improvement process; Internal audits & management review; Control of non-conforming outputs; ; We ensure policies and processes are followed by carrying out internal and external audits, staff training and continual assessment.; ; Our reporting structure is two tier. The Software Engineering Department, Hardware Engineering Department, Projects Team, and Business Development Team report to the Technical Director and Managing Director.

Operational security

• Configuration and change management standard: Supplier-defined controls
• Configuration and change management approach: Our Customer Relationship Management (CRM) software tracks the components required for delivering a service. All physical and virtual assets requiring Planned Preventative Maintenance, Patching, Reactive Maintenance and End of Life / Support are scheduled through the CRM. ; ; All change requests are recorded in the CRM for review and authorisation. Where applicable the FORM FM029 Development and change control form is used.
• Vulnerability management type: Supplier-defined controls
• Vulnerability management approach: Monthly patching and annual PEN tests.; Review Microsoft Digital defence report.
• Protective monitoring type: Supplier-defined controls
• Protective monitoring approach: Endpoint protection software, firewall monitoring and Azure security. Events trigger Incident Management Systems process.
• Incident management type: Supplier-defined controls
• Incident management approach: Users can report incidents via phone or email.; Upon incident report or detection via monitoring solutions or review processes the incident is noted in management software and Directors are emailed. The appropriate team is then tasked with resolving the incident. Upon resolution a review is conducted and outcomes put in place to prevent incident from happening again.; Incident reports can be provided by email on request.

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

• Social Value:

  Social Value

  Fighting climate change

  Fighting climate change

  We offset CO2 by recycling through First Mile. We can assist our clients with disposal of defunct hardware in line with WEEE regulations.

Pricing

• Price: £26,112 an instance a year
• Discount for educational organisations: No
• Free trial available: No

Service documents

• Pricing document

  ODS

• Service definition document

  ODT

• Terms and conditions

  ODT

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