Glow New Media Ltd

SafeTeam Guardian - lone worker safety system

SafeTeam Guardian is an NHS specific, lone worker solution, offering unique compliance, operational improvement and NetZero benefits. The solution deploys en masse, over the air to existing NHS smartphones, typically with >65% increase in compliance and 80% of users feeling safer.

Features

• NHS specific, designed with and for mobile healthcare practitioners
• Real time location of smartphone
• Alert direct delivery - no external Alarm Receiving Centre
• Custom Standard Operation Procedure (SOP) delivery with alert
• No additional hardware required - works with existing NHS smartphone
• En masse remote deployment over the air, easy user management
• Innovative reporting - patient contact duration, frequency, integration
• Releases capacity - milage claim automation
• NetZero live data - exact engine carbon data

Benefits

• Proven in NHS, suited to NHS environment
• Real time situational awareness, better decisions, better operations
• Brings alarm handling in-house, no false alarm charges
• Improves compliance with your Standard Operating Procedure
• Low deploy/maintain cost, High adoption, easy to manage
• Ensures effective uptake and use
• Evidencing activity and patient contact made easier
• Allows better use of limited resources
• Accurate recent NetZero data to meet NetZero goals

£6 to £10 a user a month

• Free trial available

Service documents

• Pricing document

  PDF

• Skills Framework for the Information Age rate card

  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 phil@glow-internet.com. Tell them what format you need. It will help if you say what assistive technology you use.

Framework

G-Cloud 14

Service ID

669202538915800

Contact

Philip Blything
+441517079770
phil@glow-internet.com

Service scope

• Software add-on or extension: No
• Cloud deployment model: Public cloud
• Service constraints: Uptime Target: We will provide 99.5% uptime; Scheduled Maintenance as documented
• System requirements:
  • Recommend Android 7.1 or better GPS Gyroscope Accelerometer
  • Recent Chrome, Firefox and IE

User support

• Email or online ticketing support: Email or online ticketing
• Support response times: Same day, usually within an hour or two, during normal business hours.
• 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: Yes, at extra cost
• Support levels: Support: We provide helpdesk support during office hours 09:30 - 17:30, Monday to Friday under our basic service. This is second line support, with most issues able to be handled by customer trained admin who will provide first line.; ; We do provide technical account management for named contacts.; ; Onboarding / Config.; We offer free of charge onboarding, up to 30 calendar days resourcing (excluding custom development). Additional resource is available at standard day rate - £750 ex VAT.
• Support available to third parties: No

Onboarding and offboarding

• Getting started: We provide excellent remote / online training for both Lone Worker role and Alarm Recipient roles. This training has been described in customer survey as VERY EASY 100%. We have achieved 100% compliance.; If necessary, we can back this up with customised training.
• Service documentation: Yes
• Documentation formats:
  • HTML
  • PDF
• End-of-contract data extraction: Should users request data export, we will provide managed data export serviced at published rates.
• End-of-contract process: SafeTeam Guardian is provided as Software as a Service.; Charges are based on number of users and should a customer wish to end contract, it's easy for them to remove the app software from phones, centrally using their MDM. Alternatively, they can remove user accounts from the web control system or ask us to do that.; If required, we can provide customer data and destroy data.

Using the service

• Web browser interface: Yes
• Supported browsers:
  • Internet Explorer 11
  • Microsoft Edge
  • Firefox
  • Chrome
• Application to install: Yes
• Compatible operating systems:
  • Android
  • IOS
• Designed for use on mobile devices: Yes
• Differences between the mobile and desktop service: They serve different purposes.; 1. Mobile App is used by the lone worker.; 2. Browser App is used to manage mobile users
• Service interface: Yes
• User support accessibility: WCAG 2.1 A
• Description of service interface: Mobile App. Intentionally minimal UI.
• Accessibility standards: WCAG 2.1 AA or EN 301 549
• Accessibility testing: Service is provided through the web management system. This is browser based, easy to use and has inbuilt help.; ; UI interactions were specifically minimised for this and other reasons.; Haptic feedback is provided.; ; Minimal use of UI, day to day, with only ON/OFF duty and activating an alarm being the only user input from the Lone Worker App. ; Everything else does not require UI input.
• API: No
• Customisation available: Yes
• Description of customisation: No customisation is required or provided for standard mobile app user.; ; For managers only:; Customisation of Standard Operating Procedure is available during on-boarding. Custom setup of locations, radius and preference are available and supported.; Per business case, the supplier may be able to customise the service for the client. For example adding or removing reports or features.; ; The Client may configure access level and SOP content.

Scaling

• Independence of resources: Most users use an installed Mobile App. This is specifically designed to use local resources, distributing computational load.; ; Where information is transmitted to the server layer, bandwidth requirements are low.; ; The system is isolated so resources are not shared.; The hosting environment is scalable and currently provided by healthcare trusted hosting environment specialists AIMES/ARO.; Multiple Redundancy; Application Architecture; Regular Testing; Stress Testing

Analytics

• Service usage metrics: Yes
• Metrics types: From within the manaegment application:; User counts; Last Seen; Alarm Events; Stand Down Events; SOS Recipeints; Time Worked; Time At base; Time at Patient Location; On Duty milage / mode of transport; Carbon used / saved
• 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 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: Yes
• 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: Another external penetration testing organisation
• Protecting data at rest:
  • Physical access control, complying with another standard
  • Other
• Other data at rest protection approach: Our current cloud partner, AIMES meet the NHS criteria for information security and governance. AIMES (Organisation Code 8J121) complete the Department of Health’s Information Governance Toolkit on an annual basis and our version 14 .1 submission for 2017/2018 has been reviewed and classed as meeting the NHS criteria for information security and governance (Level 3).
• Data sanitisation process: Yes
• Data sanitisation type: Deleted data can’t be directly accessed
• Equipment disposal approach: In-house destruction process

Data importing and exporting

• Data export approach: Your data is yours. We will return your data to you and delete it, should you require, within 30 days of your request. We reserve the right to charge for our time in servicing such a request, at published rates and may exclude our proprietary or derived data. We reserve the right to delete your data after 30 days of cancellation.
• Data export formats: CSV
• Data import formats: CSV

Data-in-transit protection

• Data protection between buyer and supplier networks:
  • TLS (version 1.2 or above)
  • Legacy SSL and TLS (under version 1.2)
• Data protection within supplier network: TLS (version 1.2 or above)

Availability and resilience

• Guaranteed availability: Uptime Target: We will provide 99.5% uptime for the service, excluding any planned maintenance.; Refunds: If we fail to meet the uptime target, we may provide a refund, on a pro rata basis, should you request.
• Approach to resilience: This information is available on request.
• Outage reporting: By email

Identity and authentication

• User authentication needed: Yes
• User authentication:
  • 2-factor authentication
  • Username or password
  • Other
• Other user authentication: We require strong passwords:; RequiredLength = 8,; RequireNonLetterOrDigit = true,; RequireDigit = true,; RequireLowercase = true,; RequireUppercase = true,
• Access restrictions in management interfaces and support channels: Most roles have very limited access.; All users must authenticate using 2FA.
• Access restriction testing frequency: At least every 6 months
• 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: You control when users can access 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: Cyber Essentials
• Information security policies and processes: Our security policy covers various aspects including; ; - Joiners, leavers process; - Asset management; - Access Control; - Data processing; - Data storage; - Network security; - Communication Security; - Risk log; - Escalation; - Compliance; - Review; ; Our staff report directly to our directors.; ; We periodically audit our compliance with these policies annually. Where possible we supplement our audits with automated software.

Operational security

• Configuration and change management standard: Supplier-defined controls
• Configuration and change management approach: Changes to software are tracked in our version control system, Microsoft Azure Devops.; ; All tickets are logged and tracked within our digital systems.; ; Project management and task lists are recorded in the project tracking software (currently Jira from Atlassian).; ; The security impact of changes is discussed at design, development and deployment stages. If appropriate security impact is discussed at board level
• Vulnerability management type: Supplier-defined controls
• Vulnerability management approach: We have an in house software development team. Security patches to software can be deployed rapidly as we use continuous integration and one click deployment through Microsoft Azure Dev Opps.; ; Our server infrastructure runs operating systems supported by Microsoft and is regularly patched.; ; We use software to assess threats to our infrastructure (currently Nexpose Community Edition). We also audit compliance to our security policy.; ; Potential threats are either resolved immediately or logged and prioritized in our risk log.
• Protective monitoring type: Supplier-defined controls
• Protective monitoring approach: Only staff that require access to sensitive data are provided with access.; ; We routinely carry out security awareness sessions with all our staff.; ; Security breaches (or near misses) are logged in our incident log. They are escalated to director level or to the ICO if required.
• Incident management type: Supplier-defined controls
• Incident management approach: Incidents are recorded in our incident log.; ; Incidents are reviewed periodically (or more quickly if escalated) and then assessed by our team. Learning points are recorded and decimated.; ; Our incident log is available on request.

Secure development

• Approach to secure software development best practice: Supplier-defined process

Public sector networks

• Connection to public sector networks: No

Social Value

• Social Value:

  Social Value

  • Fighting climate change
  • Covid-19 recovery
  • Equal opportunity
  • Wellbeing

  Fighting climate change

  Recent improvements to SafeTeam NetZero have allowed unique carbon use for exact engines in the NHS Grey Fleet. This award nominated first of its kind technology means that by adopting this Lone Worker system, the customer gains access to near real time carbon use intelligence as standard.

  Covid-19 recovery

  During the COVID 19 pandemic, we transitioned to fully remote training which also captures compliance status.

  Equal opportunity

  Glow is an equal opportunities employer and committed to ensuring equality of opportunity.

  Wellbeing

  80% of surveyed users [data on request] responded that SafeTeam made them feel Safer (60% of users had previously felt unsafe, on occasions).

Pricing

• Price: £6 to £10 a user a month
• Discount for educational organisations: No
• Free trial available: Yes
• Description of free trial: We offer a limited, 90 day evaluation without charge.
• Link to free trial: Please ask

Service documents

• Pricing document

  PDF

• Skills Framework for the Information Age rate card

  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 phil@glow-internet.com. Tell them what format you need. It will help if you say what assistive technology you use.