AIRWAVE EUROPE LTD.

Patient Entertainment and Interactive Communication Service by Airwave TV

Airwave’s TV entertainment platforms enable a fully managed, customisable and interactive system for healthcare properties. We provision integrated television & radio, telephony/internet services, enabling patient engagement/communication via our comprehensive entertainment service app, including safeguarded access for all ages/demographics, enhancing patient communication, patient record access, interaction for family and healthcare practitioners.

Features

• Cloud based scalable TV Radio & Internet across multiple sites
• Patient centric - Patient access via their own mobile device
• Patient centric - Patient access via their own mobile device
• Flexible and scalable system and pricing
• TV, Radio, Video Calling, Messagiing, Chrome casting, VoD & Movies
• Patient service requests - Nurse call, Meal ordering
• Clinical Integration via the SPARK platform for patient records access
• Curate a suite of patient's favourite apps for access
• Treatment and Training Videos and Patient surveys
• Integration of campus-wide digital signage solution

Benefits

• Value for money information entertainment & Patient/Family communication solution
• Flexible, scalable, future proof to suit changing hospital needs
• Enhances operational efficiency by reducing burden on healthcare practitioners.
• Integration with hospital-wide digital signage builds consistency in brand identity
• Authentication activates patients services and clears users credentials on discharge
• Reduced equipment need -patient's devices are the remote/TV
• Additional revenue streams via advertising, premium content
• Mediagate product adds SMART TV functionality to non smart displays
• Remote, ticketed, fast repairs minimise disruption to patients and staff
• Capex and Opex solutions to meet budget demands - Rental/Lease

£2,200 a unit

• Education pricing available
• 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 dean.moody@airwave.tv. Tell them what format you need. It will help if you say what assistive technology you use.

Framework

G-Cloud 14

Service ID

704962571896890

Contact

Dean Moody
01403 783483
dean.moody@airwave.tv

Service scope

• Software add-on or extension: No
• Cloud deployment model: Hybrid cloud
• Service constraints: We provision the services based on a mix of existing and any new/additional equipment, and accordingly some services may be limited based on the vendor and network configuration. We would confirm any limitations during the network discovery stage
• System requirements:
  • User display device (mobile, tablet, PC)
  • Internet connectivity with suitable security

User support

• Email or online ticketing support: Email or online ticketing
• Support response times: Airwave provides support via email and live chat/online 24/7/365. Support desk available 9-5 Monday-Friday excluding bank holidays. Our response times weekdays are within one hour for Triage, fixes based on scale of issue on a P1 to P3 basis.
• 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: Web chat
• Web chat support availability: 24 hours, 7 days a week
• Web chat support accessibility standard: WCAG 2.1 AA or EN 301 549
• Web chat accessibility testing: Each hosted solution we provide is bespoke, so no specific Assistive Technology (AT) is carried out. Our services can when required provide AT solutions, particularly visual aided, and are WCAG 2.1AA compliant. We routinely support users directly, though AT users are not singled out to us.
• Onsite support: Yes, at extra cost
• Support levels: Airwave operates with three Priority Levels for support: - Priority 1 (P1) - total service outage/loss of Service. - Priority 2 (P2) - serious service degradation - Priority 3 (P3) - service requests and minor/cosmetic issues. Incidents are triaged and categorised (P1, P2 or P3) by the Helpdesk. We routinely resolve most P3 remotely, which will normally carry no charge. Where a P1 or P2 cannot be resolved remotely, our engineering team are despatched by the help desk teams to site. We have a ticketing system and sophisticated incident management system that tracks progress on all faults once received by the Helpdesk. Where deemed appropriate, and in all P1 cases, immediate escalation is triggered for senior level intervention and management of any required resolution actions. Coast for call outs is dependent on the fault, whether warranty is involved, or third party intervention. We work closely with our customers and develop a bespoke service wrap and tariffs on each service we deploy.
• Support available to third parties: Yes

Onboarding and offboarding

• Getting started: On contract award, Airwave will sign a Project Manager to mobilise and manage an extensive discovery and planning process, under which we would map and document the infrastructure, commissioning stages, secure access specific to the customer's requirements, and add to this a bespoke, comprehensive mobilising and in-life training/support plan. Once in the stages of going live, we orchestrate delivery of the bundle of online user training and awareness, which will include documentation covering usage, security, audit, incident management, set up of contact with help desk, and provision for periodic training if/when required. While most training/support will be delivered remotely, we will provide on-site support where required. In addition to the formal training, Airwave's client account manager and their supporting teams will be available for user ad-hoc support and training.
• Service documentation: Yes
• Documentation formats:
  • HTML
  • PDF
• End-of-contract data extraction: Customer data can be extracted and handed back to the customer at the end of a contract term and upon the customers request. We provide a data extraction process that will support secure transfer of the data to the customer-specified location.
• End-of-contract process: At the end of the contract a termination process will commence, detailing the specifics of the contract, any termination fees, and options to purchase equipment if required. We will arrange to cease the services and close down our access, monitoring and services from your systems. Any user data collected and required will be extracted under a specific process. This is usually included within the supply contract and not subject to extra charge. Removal of equipment will be chargeable.

Using the service

• Web browser interface: Yes
• Supported browsers:
  • Internet Explorer 11
  • Microsoft Edge
  • Firefox
  • Chrome
  • Safari
  • Opera
• Application to install: Yes
• Compatible operating systems:
  • Android
  • IOS
  • Linux or Unix
  • MacOS
  • Windows
  • Windows Phone
• Designed for use on mobile devices: Yes
• Differences between the mobile and desktop service: Responsive web application, which naturally scales based on screen size/resolution.
• Service interface: No
• User support accessibility: WCAG 2.1 AA or EN 301 549
• API: Yes
• What users can and can't do using the API: Users can set up their user account, and access Clinical Integration where available - plus configure and access the vast range of services in to favourites and activate use facilities such as Video Calling, Content Casting,TV/Radio feeds, VoD, Games and Puxxles, meal ordering and patient education services.
• API documentation: Yes
• API documentation formats:
  • HTML
  • PDF
• API sandbox or test environment: No
• Customisation available: Yes
• Description of customisation: Users (Patients or carers with appropriate access rights) can customise and access the vast range of services in to favourites and activate use facilities such as Video Calling, Content Casting,TV/Radio feeds, VoD, Games and Puzzles, meal ordering and patient education services.

Scaling

• Independence of resources: Airwave works with each customer on likely capacity requirements. Our WiFi management is designed to be highly available, resilient and scalable. All services are routinely risk-assessed, including for burst capacity requirements, with suitable, automated capacity measures implemented to achieve our target bandwidth availability and uptime.

Analytics

• Service usage metrics: Yes
• Metrics types: Service usage metrics can be provided on request based on any metrics we would routinely trap. We can also report on performance metrics and audit data.
• Reporting types: Reports on request

Resellers

• Supplier type: Not a reseller

Staff security

• Staff security clearance: Other security clearance
• Government security clearance: Up to Developed Vetting (DV)

Asset protection

• Knowledge of data storage and processing locations: Yes
• Data storage and processing locations:
  • United Kingdom
  • European Economic Area (EEA)
• 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: Another external penetration testing organisation
• Protecting data at rest: Other
• Other data at rest protection approach: All stored data in our network is encrypted using 256-bit Advanced Encryption Standard (AES).
• Data sanitisation process: Yes
• Data sanitisation type: Explicit overwriting of storage before reallocation
• Equipment disposal approach: In-house destruction process

Data importing and exporting

• Data export approach: Via the app or by a service request to our help desk
• 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)
  • IPsec or TLS VPN gateway
  • Legacy SSL and TLS (under version 1.2)
• Data protection within supplier network:
  • TLS (version 1.2 or above)
  • IPsec or TLS VPN gateway
  • Legacy SSL and TLS (under version 1.2)

Availability and resilience

• Guaranteed availability: Airwave WiFi managed services run to a 99.99% target availability. We monitor our uptime & bandwidth continuously , and develop KPI/SLA triggers for each service. Generally, service credits are available for service disruptions and can be claimed by raising a support ticket where we will review the claim and raise any applicable service credits.
• Approach to resilience: Our services are designed to be highly available, resilient and scalable, with appropriate redundancy measures implemented to achieve our target uptimes, including instance and data centre redundancy, load balancing, hardware and software failover across disparate components, data replication, and automated scaling.We detail this on a per-deployment basis with our customers.
• Outage reporting: API alerts and email as standard. Where a critical ( or foreseen) event arises, we endeavour to reach stakeholders by email/telephone in addition to the standard elements

Identity and authentication

• User authentication needed: Yes
• User authentication:
  • 2-factor authentication
  • Public key authentication (including by TLS client certificate)
  • Identity federation with existing provider (for example Google Apps)
  • Limited access network (for example PSN)
  • Dedicated link (for example VPN)
  • Username or password
  • Other
• Other user authentication: We require the user to provide credentials, usually a username and password, which are then verified. We usually also deploy a second/multi-factor authentication step such as biometric, security tokens, or one-time codes sent via SMS or email, dependent on the nature of the service being deployed for our customer
• Access restrictions in management interfaces and support channels: All staff access is controlled by our access control policy, staff only have access to areas of the systems required for their specific job roles and these are regularly reviewed in line with ISO27001. All systems are protected by a secondary authentication method and access/session activity is fully logged.
• Access restriction testing frequency: At least every 6 months
• Management access authentication:
  • 2-factor authentication
  • Public key authentication (including by TLS client certificate)
  • Identity federation with existing provider (for example Google Apps)
  • Limited access network (for example PSN)
  • Dedicated link (for example VPN)
  • Username or password
  • Other
• Description of management access authentication: We require the user to provide credentials, usually a username and password, which are then verified. We usually also deploy a second/multi-factor authentication step such as biometric, security tokens, or one-time codes sent via SMS or email, dependent on the nature of the service being deployed for our customer

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: Yes
• Who accredited the PCI DSS certification: SecurityMetrics Support Team
• PCI DSS accreditation date: 23/3/2023
• What the PCI DSS doesn’t cover: N/A - No exclusions
• Cyber essentials: No
• Cyber essentials plus: Yes
• Other security certifications: No

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: As an ISO27001 compliant organisation we have in place a suite of policies and procedures that are owned and governed at board level by our CTO and CISO. These include Information management policy, Cyber Security Management Framework, Information Classification and Handling Policy, Data Protection Framework, Service management Policy ID management Framework, Password Policy control, Secure Remote working, Incident Management policy, Cryptographic Policy, Asset Management, Internet Usage regulations, use of OTC/2FA, lock-down of devices, Each includes escalation pathways based on time and nature of any incident, and immediate escalation right up to the CEO for critical incidents including any data breach. All frontline support staff are required to pass an annual refresher test on our information security policies.

Operational security

• Configuration and change management standard: Supplier-defined controls
• Configuration and change management approach: We have a detailed change management process that conforms to the ISO27001 standard and is governed by our project management teams on each deployment. These include comprehensive tracking of assets, config history and change history.
• Vulnerability management type: Conforms to a recognised standard, for example CSA CCM v3.0 or SSAE-16 / ISAE 3402
• Vulnerability management approach: Airwave uses software tools to monitor and assess the customer infrastructure for known vulnerabilities and threats. On notification and/or discovery of a new vulnerability, we aim to apply patches within 72 hours. We also monitor the logs from our services and are alerted to suspicious activity, and are subscribed to various threat intelligence resources.
• Protective monitoring type: Supplier-defined controls
• Protective monitoring approach: Airwave uses software tools to monitor and assess the customer infrastructure for known vulnerabilities and threats. On notification and/or discovery of a new vulnerability, we aim to apply patches within 72 hours. We also monitor the logs from our services and are alerted to suspicious activity, and are subscribed to various threat intelligence resources.
• Incident management type: Supplier-defined controls
• Incident management approach: Airwave manages a pre-defined Incident management process that covers common incidents such as user account breaches or the detection of suspicious activity, which users can also log themselves as incidents via our support desk. Each indecent will be logged along with remedial activity undertaken. Incident reports are made available following incident resolution and communicated by email to affected parties either as they occur, or as part of regular review meetings/interaction

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:
  • NHS Network (N3)
  • Joint Academic Network (JANET)
  • Health and Social Care Network (HSCN)

Social Value

• Social Value:

  Social Value

  • Fighting climate change
  • Covid-19 recovery
  • Tackling economic inequality
  • Equal opportunity
  • Wellbeing

  Fighting climate change

  Airwave is committed to creating innovative Technology with a positive impact by working with your organisation to ensure that opportunities under the contract deliver agreed Policy Outcomes and Model Award Criteria. Airwave is committed to becoming Net Zero by 2050. ; Airwave commits to working with your organisation to ensure that opportunities under the contract deliver agreed Policy Outcomes and Model Award Criteria. Airwave understand our buyers have commitments in this area and will work with them at implementation stage. We routinely work to ensure delivery of meaningful positive input in this important area. ; Our initial discovery workshop will include a clear method statement stating how we will achieve Policy outcomes and how our commitment meets the Award Criteria, a timed project plan and process (detailing how we will implement agreed commitments and by when), and how we will monitor, measure and report on our commitments/the impact of our proposals. Related to ‘Fighting climate change’ we will focus on implementing effective measures to deliver any/all of the following benefits through the contract: ; • MAC 4.1 Deliver additional environmental benefits in the performance of the contract including working towards net-zero greenhouse gas emissions. ; • MAC 4.2 Influence staff, suppliers, customers, and communities through the delivery of the contract to support environmental protection and improvement which as part of our Social Value Commitment, this product offering will also be integrated into the company's Continuous Improvement Plan and will be scrutinised to identify, monitor, measure and achieve the MAC 4.2 measures. ; Example reporting metrics of benefits delivered under the contract may include: People-hours spent protecting/improving the environment under the contract, Number of green spaces created under the contract, reduction in emissions of greenhouse gases, reduction in water use, and reduction in waste to landfill.

  Covid-19 recovery

  Airwave commits to working with your organisation to ensure that opportunities under the contract deliver agreed Policy Outcomes and Model Award Criteria. Airwave understand our buyers have commitments in this area and will work with them at implementation stage. ; We routinely work to ensure delivery of meaningful positive input in this important area. Our initial discovery workshop will include a clear method statement stating how we will achieve Policy outcomes and how our commitment meets the Award Criteria, a timed project plan and process (detailing how we will implement agreed commitments and by when), and how we will monitor, measure and report on our commitments/the impact of our proposals.; Related to ‘Covid-19 recovery’ we will focus on implementing effective measures to deliver any/all of the following benefits through the contract: ; • MAC 1.1: Creation of employment, re-training, and other return to work opportunities for those left unemployed by COVID-19, particularly new opportunities in high-growth sectors.; • MAC 1.2: Support for people and communities to manage and recover from the impacts of COVID-19, including those worst affected or who are shielding. ; • MAC 1.3: Support for organisations and businesses to manage/recover from the impacts of COVID-19, including where new ways of working are needed to deliver services. ; • MAC 1.4: Support for the physical and mental health of people affected by COVID-19, including reducing the demand on health and care services. ; • MAC 1.5: Improvements to workplace conditions that support the COVID-19 recovery effort including effective social distancing, remote working, and sustainable travel solutions Example reporting metrics of benefits delivered under the contract may include: Number of FTE employment for those made redundant due to COVID-19, people-hours supporting local community integration related to COVID-19, and percentage/number of the supply chain to have implemented the 6 standards in the Mental-Health-at-Work commitment.

  Tackling economic inequality

  Airwave commits to working with your organisation to ensure that opportunities under the contract deliver agreed Policy Outcomes and Model Award Criteria. Airwave understand our buyers have commitments in this area and will work with them at implementation stage. We routinely work to ensure delivery of meaningful positive input in this important area. ; Our initial discovery workshop will include a clear method statement stating how we will achieve Policy outcomes and how our commitment meets the Award Criteria, a timed project plan and process (detailing how we will implement agreed commitments and by when), and how we will monitor, measure and report on our commitments/the impact of our proposals. Related to ‘Tackling Economic Inequality’ we will focus on implementing effective measures to deliver any/all of the following benefits through the contract:; • MAC2.1: Create opportunities for entrepreneurship and help new organisations grow. • MAC2.2: Create employment/training opportunities for people who face barriers to employment, are located in deprived areas, and in industries with known skills shortages or high growth sectors.; • MAC2.3: Support educational attainment including training schemes ; • MAC 3.1: Create a diverse supply chain including new businesses/entrepreneurs/start-ups/SMEs/VCSEs/mutuals. • MAC 3.2: Support innovation and disruptive technologies throughout the supply chain to deliver lower cost, higher quality goods/services.; • MAC 3.3: Support the development of scalable and future-proofed new methods to modernise delivery and increase productivity. ; • MAC 3.4: Demonstrate collaboration and a fair/responsible approach to working with supply chain partners. ; • MAC 3.5: Demonstrate action to identify/manage cyber security risks in the delivery including in the supply chain. Example reporting metrics of benefits delivered under the contract may include: Number of FTE employment/apprenticeship/training opportunities created, learning interventions delivered, start-up/SME/VCSE/mutuals opportunities awarded, and relevant supply chain metrics e.g. Cyber Essentials certification and adoption of NCSC 10 steps.

  Equal opportunity

  Airwave commits to working with your organisation to ensure that opportunities under the contract deliver agreed Policy Outcomes and Model Award Criteria. Airwave understand our buyers have commitments in this area and will work with them at implementation stage. We routinely work to ensure delivery of meaningful positive input in this important area. ; Our initial discovery workshop will include a clear method statement stating how we will achieve Policy outcomes and how our commitment meets the Award Criteria, a timed project plan and process (detailing how we will implement agreed commitments and by when), and how we will monitor, measure and report on our commitments/the impact of our proposals. Related to ‘Equal opportunity’ we will focus on implementing effective measures to deliver any/all of the following benefits through the contract: ; • MAC 5.1: Demonstrate action to increase the representation of disabled people in the contract workforce. ; • MAC 5.2: Support disabled people in developing new skills relevant to the contract, including through training schemes resulting in recognised qualifications ; • MAC 6.1: Demonstrate action to identify/tackle inequality in employment, skills, and pay in the contract workforce. ; • MAC 6.2: Support in-work progression to help people, including those from disadvantaged/minority groups, to move into higher-paid work by developing new skills relevant to the contract.; • MAC 6.3 Demonstrate action to identify/manage the risks of modern slavery in the delivery of the contract, including in the supply chain. Example reporting metrics of benefits delivered under the contract may include: Percentage/number of FTE disabled/under-represented people employed as a proportion of the total FTE including apprenticeships/training schemes, percentage/number of companies in the supply chain to have committed to the five foundational principles of good work, percentage of supply chain mapping completed, and people-hours devoted to supporting victims of modern slavery.

  Wellbeing

  under the contract deliver agreed Policy Outcomes and Model Award Criteria. Airwave’s Wellbeing policies are aligned to the UK Government’s Good Work Plan (satisfaction, fair pay, participation and progression, well-being, safety and security, voice and autonomy). Airwave understand our buyers have commitments in this area and will work with them at implementation stage. We routinely work to ensure delivery of meaningful positive input in this important area. ; Our initial discovery workshop will include a clear method statement stating how we will achieve Policy outcomes and how our commitment meets the Award Criteria, a timed project plan and process (detailing how we will implement agreed commitments and by when), and how we will monitor, measure and report on our commitments/the impact of our proposals. Related to ‘Wellbeing’ we will focus on implementing effective measures to deliver any/all of the following benefits through the contract: ; • MAC 7.1: Demonstrate action to support health and wellbeing, including physical/mental health, in the contract workforce.; • MAC 7.2: Influence staff, suppliers, customers, and communities through the delivery of the contract to support health and wellbeing, including physical and mental health.; • MAC 8.1: Demonstrate collaboration with users and communities in the co-design and delivery of the contract to support strong integrated communities. ; • MAC 8.2: Influence staff, suppliers, customers, and communities through the delivery of the contract to support strong, integrated communities. Example reporting metrics may include: Percentage/number of the supply chain to have implemented measures to improve the physical and mental health and wellbeing of employees including the 6 standards in the Mental Health at Work commitment and mental health enhanced standards in ‘Thriving at Work’, and people-hours supporting local community integration e.g. volunteering/community-led initiatives and Mental Health First Aiders

Pricing

• Price: £2,200 a unit
• Discount for educational organisations: Yes
• Free trial available: Yes
• Description of free trial: Because the service normally requires a build out to perform, options for a free trial are limited. We do offer a limited trial period of up to 30 days where, for example, we can re-activate an existing infrastructure with our service.

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 dean.moody@airwave.tv. Tell them what format you need. It will help if you say what assistive technology you use.