RIVIAM DIGITAL CARE LIMITED

RIVIAM Digital Care - Immunisations eConsent service

RIVIAM’s Immunisations eConsent service enables providers of school-aged children's vaccinations to co-ordinate digital, paper-free immunisation programmes to improve vaccination uptake and increase team productivity.
The service includes eConsent, online appointment booking, triage and clinic scheduling tools, mobile application for school nurses, school portal, auto-update clinical systems and CHIS NIVS reporting.

Features

• Secure customisable eConsent forms for the collection of vaccination consent
• Secure customisable online vaccination booking forms for parents/carers
• Consent forms received in real time and filtered, duplicates flagged
• NHS number auto checking using NHS Spine Mini Service
• Workflow tools for management of one or more immunisation pathways
• View returned consents by school, year and class
• Customised downloadable clinic spreadsheets and paperless immunisation session management
• Clinic mobile application for Apple iPad, Windows and Android devices
• Auto update of clinical systems with vaccination outcomes
• Outcome reporting including NHS NIVS and CHIS data upload

Benefits

• Improves patient safety by flagging consents that require attention
• Data insights support interventions to increase vaccination uptake
• Improves patient satisfaction with a modern digital experience available 24/7
• Easy for parents, providing real-time confirmation of consent submission
• Increases staff productivity by filtering consent forms that require review
• Reduces costs of printing and distributing paper consent forms
• Reduces time verifying patient details with RIVIAM’s demographic checker
• Reduces time for immunisation nurses using RIVIAM’s clinic app
• Provides GDPR compliance and improved security
• Provides integrated care by auto-updating clinical systems and reporting

£31,500 an instance a year

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

Framework

G-Cloud 13

Service ID

700315032002955

Contact

Paul Targett
07850241672
ptargett@riviam.com

Service scope

• Software add-on or extension: No
• Cloud deployment model: Public cloud
• Service constraints: Customer users need to use modern browsers.
• System requirements: HTML5 compliant browser

User support

• Email or online ticketing support: Email or online ticketing
• Support response times: Average response time is within 2 hours on Monday to Friday and on arrangement for weekends.
• 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: RIVIAM has a dedicated support desk. Emails should be sent to support@riviam.zendesk.com; ; Support is provided 9.00am to 5.30pm, Monday to Friday. Weekend support is available. RIVIAM also provides a Help Centre which can be located via our website. This has helpful guides, how-to articles and videos. ; On receipt of support requests, the request will be classified. ; Level 1 - Critical – means if 100% of RIVIAM Cloud has stopped working completely and is non-responsive, then RIVIAM will respond to the Customer/Access Centre staff within 2 hours with a summary of what has happened and an outline plan of recovery.; Level 2 – Major – means if components of the RIVIAM Cloud have stopped or are intermittently working, then RIVIAM will respond to the Customer/Access Centre staff within 4 hours with a summary of what has happened and an outline plan of recovery.; Level 3 – Minor – means if there are one or more issues with the functionality of RIVIAM Cloud that the Customer/Access Centre staff believes this should be improved, then this request will be included with a list of enhancements and prioritised by RIVIAM.
• Support available to third parties: Yes

Onboarding and offboarding

• Getting started: Customer success is central to RIVIAM and with each customer our goal is to think about what’s key to achieving the customer’s desired outcomes. RIVIAM’s default project management approach is to follow Agile development methodologies supported by clear project management control of risks and issues. We implement an Agile delivery approach with the following stages:; 1. Discovery; 2. Solution Model ; 3. Planning and Delivery ; 4. Testing and Go-Live. ; As part of the Go-Live service, mobilisation and train the trainer support is provided. RIVIAM's Help Desk includes many online videos and tutorials. RIVIAM also provides bespoke customer training if required.
• Service documentation: Yes
• Documentation formats:
  • HTML
  • ODF
  • PDF
  • Other
• Other documentation formats: Online videos
• End-of-contract data extraction: As part of the RIVIAM service, an extract of data is provided in SQL or CSV formats.
• End-of-contract process: On exit of the contract, we review with the customer what data is required to be exported and the deletion process that RIVIAM will undertake. Following a meeting with the customer, RIVIAM will provide any additional costs to meet their needs.

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: RIVIAM's UI is designed to be responsive and will operate on any HTML5 compliant browser.
• Service interface: Yes
• User support accessibility: WCAG 2.1 A
• Description of service interface: Users are able to configure the immunisation pathways, workflow steps and service available via the dashboard.
• Accessibility standards: WCAG 2.1 A
• Accessibility testing: Performed with online testing tools.
• API: Yes
• What users can and can't do using the API: RIVIAM has an open API which allows customers to interface with immunisation data and information.
• API documentation: Yes
• API documentation formats: Open API (also known as Swagger)
• API sandbox or test environment: Yes
• Customisation available: Yes
• Description of customisation: Buyers can create, customise and manage: the questions/information/branding on eConsent and online booking forms ; schools; different immunisation programmes; and the pathways and workflow. The service is flexible and can be customised to support the operational needs of our customers.

Scaling

• Independence of resources: RIVIAM is based on a service orientated architecture. This means that no one component can slow the whole system. If a certain customer is using more resources, that service can have increased resources assigned. RIVIAM uses a channel architecture that divides web user traffic from mobile traffic and interfacing traffic.

Analytics

• Service usage metrics: Yes
• Metrics types: RIVIAM provides usage information via the desktop KPIs available to users.
• Reporting types:
  • Real-time dashboards
  • Reports on request

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: No
• Datacentre security standards: Complies with a recognised standard (for example CSA CCM version 3.0)
• Penetration testing frequency: At least every 6 months
• Penetration testing approach: Another external penetration testing organisation
• Protecting data at rest:
  • Encryption of all physical media
  • Scale, obfuscating techniques, or data storage sharding
• 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: RIVIAM is based on modern database and interfacing technologies and is able to export data in most open formats. We work with our customers to determine what is needed to export data.
• Data export formats:
  • CSV
  • Other
• Other data export formats: Excel
• Data import formats:
  • CSV
  • Other
• Other data import formats: Excel

Data-in-transit protection

• Data protection between buyer and supplier networks:
  • TLS (version 1.2 or above)
  • IPsec or TLS VPN gateway
• Data protection within supplier network: TLS (version 1.2 or above)

Availability and resilience

• Guaranteed availability: RIVIAM is available 24 hours a day 7 days a week and has a 99.95% SLA. There are a number of components to RIVIAM that are monitored to provide availability statistics.
• Approach to resilience: RIVIAM operates on AWS cloud services in the London Region making use of their three Availability Zones within this region and their resilient Well Architected Framework.
• Outage reporting: Customers are informed via email if there are any service issues and are kept up to date with resolution actions.

Identity and authentication

• User authentication needed: Yes
• User authentication:
  • 2-factor authentication
  • Public key authentication (including by TLS client certificate)
  • Limited access network (for example PSN)
  • Dedicated link (for example VPN)
  • Username or password
• Access restrictions in management interfaces and support channels: RIVIAM provides role based access that allows customer to control access to the service.
• Access restriction testing frequency: At least once a year
• Management access authentication:
  • 2-factor authentication
  • Dedicated link (for example VPN)
  • 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: User-defined
• Access to supplier activity audit information: Users have access to real-time audit information
• How long supplier audit data is stored for: User-defined
• How long system logs are stored for: Between 1 month and 6 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: Yes
• Any other security certifications: Cyber Essentials

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 certification
• Information security policies and processes: As part of RIVIAM's Information Security Management framework, there is an Information Security Policy that is followed by the organisation. We are compliant with the NHS Data Security and Protection Toolkit.; ; Any issues are reported to a director of the company for resolution as described by the policy.

Operational security

• Configuration and change management standard: Supplier-defined controls
• Configuration and change management approach: Within the development cycle RIVIAM utilises Git and GitHub private repositories to manage code and publish to live environments.; ; From development, code goes into a test environment to user testing supported by Jira for bug tracking.; ; There is a release management process that involves reviewing the code changes in the release and ensuring they are part of the expected release. Modules and libraries are checked to ensure they are well used and the sources are identified.
• Vulnerability management type: Supplier-defined controls
• Vulnerability management approach: A third party automated penetration service is used to attack all public access points into RIVIAM. Every 2 weeks reports are automatically provided with the scores and issues found.; Patches are checked for every 24 hours and automatically applied to the instances.; Attack information is provided from internet threat services and also now from the NHS security alert service.
• Protective monitoring type: Supplier-defined controls
• Protective monitoring approach: RIVIAM utilises host intrusion detection service OSSEC on all its servers to ensure that they are not compromised.; If a compromise is found our policy is to isolate and then delete the impact instance.
• Incident management type: Supplier-defined controls
• Incident management approach: When an incident is identified our production team will analyse the cause of the incident, and where it's a critical incident what the immediate resolution plan is. ; Users can report incidents using the support@riviam.zendesk.com email address.; The identified customer manager is kept up to date with resolution to the incidents.

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: Health and Social Care Network (HSCN)

Social Value

• Fighting climate change:

  Fighting climate change

  This service removes paper replacing hard copy consent documents with eConsents and an online booking service. With RIVIAM, mileage costs transporting paper to and fro schools are also removed. In addition, immunisations teams will know the exact amount of immunisations to order so there is no wasted vaccinations. ; ; All of these will help our customers fight climate change.
• Covid-19 recovery:

  Covid-19 recovery

  The Immunisations eConsent service has been used by our customers to manage Covid-19 vaccinations for school-aged children during 2021/2022. ; ; This has directly supported the Covid-19 recovery.
• Tackling economic inequality:

  Tackling economic inequality

  RIVIAM helps our customers tackle health inequalities by enabling them to understand regions and schools where uptake of vaccinations is low, and to address this. In its turn, managing health inequalities helps tackle economic inequalities.
• Equal opportunity:

  Equal opportunity

  Providing an Immunisations eConsent service that is available and accessible 24/7 for parents/carers to complete supports equal opportunity for all people.
• Wellbeing:

  Wellbeing

  The Immunisations eConsent service supports the uptake of vital child-aged immunisations that support children's wellbeing.

Pricing

• Price: £31,500 an instance a year
• Discount for educational organisations: No
• Free trial available: No

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