BTS Holdings plc

Cloud Atereo Patient Service Finder App

Atereo Patient Service Finder delivers savings by cutting staff and other costs in switchboards and contact centres.
Giving access to a directory of services tailored to their current location, date and time, reducing the number and duration of calls to the organisation and improving the customer experience.

Features

• Up to date Directory
• Location based information
• Easy to find and digest information

Benefits

• Easily manage all Directory information
• Reduce the number of calls to call centres etc
• Provide customers with better experience
• Easy to access information

£6,000 to £17,000 a licence

• Education pricing 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 tender@atereo.net. Tell them what format you need. It will help if you say what assistive technology you use.

Framework

G-Cloud 13

Service ID

707136649175822

Contact

Jon Kendall
02084019000
tender@atereo.net

Service scope

• Software add-on or extension: Yes, but can also be used as a standalone service
• What software services is the service an extension to: Switchboard and call centre solutions.
• Cloud deployment model: Private cloud
• Service constraints: Mobile app can only be deployed on Android and IOS devices
• System requirements: Access to customer data for regular updates

User support

• Email or online ticketing support: Email or online ticketing
• Support response times: Support is normally 4 hours response, Monday to Friday 08:30-17:30; ; Support is not offered at 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: Standard support is provided Mon-Fri 08:30-1730 (excluding English Bank Holidays).; Support outside of these working hours can be provided as required customised to each customer requirement.; Each customer also has a dedicated Account Director
• Support available to third parties: Yes

Onboarding and offboarding

• Getting started: BTS provide onsite training and complete documentation regarding the service.; The initial import of data is completed as part of the initial configuration of the solution.
• Service documentation: Yes
• Documentation formats: PDF
• End-of-contract data extraction: BTS can provide a complete export of data in an agreed format (XLS, XML, CSV etc.)
• End-of-contract process: The customer app is disabled and any customer data is deleted from the Cloud (following any agreed export of data).

Using the service

• Web browser interface: No
• Application to install: Yes
• Compatible operating systems:
  • Android
  • IOS
• Designed for use on mobile devices: Yes
• Differences between the mobile and desktop service: Mobile (Smart Phone and tablet) devices only.
• Service interface: No
• User support accessibility: None or don’t know
• API: No
• Customisation available: Yes
• Description of customisation: The service can be customised to show customer logos and define which fields are shown in the search results and detailed results.; Customisation is completed through a PC application.; Administrators can complete customisation

Scaling

• Independence of resources: The solution is segmented to ensure that each customer has sufficient resources for their demand

Analytics

• Service usage metrics: No

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
• User control over data storage and processing locations: No
• Datacentre security standards: Supplier-defined controls
• 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
  • Encryption of all physical media
• 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: Data is exported by BTS and provided to the customer as part of the service
• Data export formats:
  • CSV
  • Other
• Other data export formats:
  • XML
  • XLS
• Data import formats:
  • CSV
  • Other
• Other data import formats:
  • XML
  • XLS

Data-in-transit protection

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

Availability and resilience

• Guaranteed availability: If (other than by reason of material default by the Customer) the Contractor fails to complete the Works, or any separately priced part thereof, by the Completion Date or any agreed revised Completion Date, and the Customer shall have suffered a loss, the Customer shall be entitled to deduct from the Contract Price, or relevant part thereof, by way of liquidated damages ½% for each week between the Completion Date or revised Completion Date and the actual Completion Date, but the amount so deducted shall not in any event exceed 10%, and such deduction shall be in full satisfaction of the Contractor's liability for the said failure. The Contractor and Customer agree that such sum is a genuine pre-estimate of the Customer’s loss arising from such delay.
• Approach to resilience: Service resilience is defined for individual customers and is based on their specific requirements.
• Outage reporting: Email Alerts to customers

Identity and authentication

• User authentication needed: Yes
• User authentication: 2-factor authentication
• Access restrictions in management interfaces and support channels: Access to management interfaces and support channels is restricted to client PCs on the Customer's network using a company to company VPN.
• Access restriction testing frequency: At least once a year
• Management access authentication:
  • Dedicated link (for example VPN)
  • Username or password

Audit information for users

• Access to user activity audit information: No audit information available
• Access to supplier activity audit information: No audit information available
• How long system logs are stored for: Less than 1 month

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: No
• Security governance approach: Our Information Security Policy has been developed following the guidelines of ISO 27001 (formerly ISO 17799), 'Information Technology - Code of Practice for Information Security Management'. All staff receive training on this policy which is monitored and reported against as part of our ISO 9001 accredited QMS.
• Information security policies and processes: Our Information Security Policy has been developed following the guidelines of ISO 27001 (formerly ISO 17799), 'Information Technology - Code of Practice for Information Security Management'. All staff receive training on this policy which is monitored and reported against as part of our ISO 9001 accredited QMS.

Operational security

• Configuration and change management standard: Conforms to a recognised standard, for example CSA CCM v3.0 or SSAE-16 / ISAE 3402
• Configuration and change management approach: BTS uses a Prince 2 based changed management process to assess the impact of changes on both service deliver and security
• Vulnerability management type: Supplier-defined controls
• Vulnerability management approach: All our services are reviewed for potential treats and weaknesses both during design and throughout operational life.; ; Where a potential threat is identified, patches are applied as soon as reasonably practical.; ; We monitor alerts from National Cyber Security Centre and receive notification from both Microsoft and Symantec.
• Protective monitoring type: Supplier-defined controls
• Protective monitoring approach: Where necessary we monitor user activity and access to ensure users can be made accountable for their actions and to detect unauthorised activity and access that is either suspicious or is in violation of security policy requirements.
• Incident management type: Supplier-defined controls
• Incident management approach: All security incidents must be reported immediately to Line Manager and the Resources Director who will:; • Acknowledge receipt of incident report; • Place incident on BTS Issues List for review at Management Review Meeting; • Copy incident report to relevant 3rd Party organisations; • Conduct initial investigation of reported incident; • Review relevant security procedures to prevent recurrences; • Initiate any disciplinary procedures that may be required; • Report back to individual reporting the incident, Management Review Meeting and any other interested parties informing them of outcome of the investigations and any procedural changes that are to be implemented

Secure development

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

Public sector networks

• Connection to public sector networks: No

Social Value

• Fighting climate change:

  Fighting climate change

  BTS Holdings limited trading as Atereo is a signatory to the SME Climate Hub and has made a commitment to achieving Net Zero 2040.
• Covid-19 recovery:

  Covid-19 recovery

  BTS Holdings limited trading as Atereo's Patient Service Finder App can help patients navigate the services offered by NHS Trusts, reducing the need for them to call or email and therefore reducing the drain on valuable resources. It can also help reduce late attendance at appointments and clinics by providing up-to-date location information to guide patients and their families to the services they need.
• Equal opportunity:

  Equal opportunity

  BTS is committed to valuing diversity and seeks to provide all staff with the opportunity for employment, career and personal development on the basis of ability, qualifications and suitability for the work as well as their potential to be developed into the job.; ; We believe that people from different backgrounds can bring fresh ideas, thinking and approaches which make the way work is undertaken more effective and efficient.; ; The company will not tolerate direct or indirect discrimination against any person on grounds of age, disability, gender / gender reassignment, marriage / civil partnership, pregnancy / maternity, race, religion or belief, or sexual orientation whether in the field of recruitment, terms and conditions of employment, career progression, training, transfer or dismissal.; ; It is also the responsibility of all staff in their daily actions, decisions and behaviour to endeavour to promote these concepts, to comply with all relevant legislation and to ensure that they do not discriminate against colleagues, customers, suppliers or any other person associated with the company.; ; In adopting these principles BTS fully recognises its legal obligations under all relevant legislation and codes of practice, and will not tolerate acts that breach this policy. All such breaches or alleged breaches will be taken seriously, be fully investigated and may be subject to disciplinary action where appropriate.; ; To ensure we fulfil our duties under the Equality Act 2010, BTS follows the Association of Equality Scheme Providers (AESP) National Equality Framework for UK Organisations, which assists in identifying and managing the various elements of equality practice.

Pricing

• Price: £6,000 to £17,000 a licence
• Discount for educational organisations: Yes
• 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 tender@atereo.net. Tell them what format you need. It will help if you say what assistive technology you use.