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BCN Group Ltd

End User & IT Support Services - Healthcare

Specialised IT support services for NHS Primary, Acute, Mental Health, Community Care, ICS, and ICB.

Features

  • 24/7 and business hours, SLA backed support for End Users
  • Specialised healthcare IT solutions
  • Data security for patient information
  • Cloud services for healthcare data
  • IT infrastructure for integrated care
  • Cybersecurity for healthcare systems
  • Compliance with healthcare regulations
  • Software support for healthcare services
  • Customised IT services for NHS and ICB

Benefits

  • 24/7 support guarantees healthcare system continuity
  • Robust IT infrastructure management
  • End-user support optimises healthcare staff efficiency
  • Continuous monitoring and timely patching secure patient data
  • Immediate on-site support resolves critical issues
  • Proactive management reduces the risk of system failures
  • Varied support channels expedite issue resolution for healthcare
  • Effective third-party management streamlines healthcare operations
  • Asset tracking facilitates compliance and strategic planning in healthcare

Pricing

£1,000 a unit

Service documents

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 ric.kelly@bcn.co.uk. Tell them what format you need. It will help if you say what assistive technology you use.

Framework

G-Cloud 14

Service ID

7 0 7 2 0 7 9 5 8 4 4 6 3 7 3

Contact

BCN Group Ltd Mr Ric Kelly
Telephone: 0345 095 7000
Email: ric.kelly@bcn.co.uk

Planning

Planning service
Yes
How the planning service works
BCN Group provide flexible Cloud Readiness Assessments, Cloud Architecture design and Cloud Migration engagements dependent on the client's requirements and progress towards their cloud migration. Through a detailed scoping session, BCN Group gain an understanding the client's current cloud strategy and desired outcomes. BCN Group then perform an in depth audit of the workloads targeted for cloud migration and the infrastructure resources that support them. Detailed breakdowns of the projected solutions, their costs and scalability are then produced in accordance with the client's strategy and budget. This planning & design phases maximizes the potential for a successful migration to a secure, optimized Azure Data platform. Upon agreement of an end-state BCN Group then proceed to create a detailed roadmap for the cloud migration, from project kick-off through to go-live, adoption consultation and project sign-off.
Planning service works with specific services
Yes
Hosting or software services the planning service works with
  • Servers
  • Network Infrastructure
  • Laptops / User Devices
  • Private Cloud

Training

Training service provided
Yes
How the training service works
BCN provide training & handover for allsolutions to ensure the customer can operate both from an End User & Customer IT team point of view. This training is to ensure a smooth transition with customers, to reduce the impact new services can have on productivity, & to ensure adoption of new services within the customer's business.
Training is tied to specific services
Yes
Services the training service works with
  • Azure
  • M365
  • Power BI / Fabric

Setup and migration

Setup or migration service available
Yes
How the setup or migration service works
BCN Group offer a complete cloud transformation service, supporting SaaS, IaaS, PaaS, public, hybrid and BCN Managed Cloud solutions. BCN Group's cloud solutions architects and project management team work closely alongside the technical team, service delivery managers and support team (where a managed service has been selected) to deliver the client's cloud migration into service. Training sessions are also provided where selected as part of the cloud migration to enable knowledge transfer and ensure cloud adoption within the client's business.
Setup or migration service is for specific cloud services
Yes
List of supported services
  • M365
  • Azure
  • Private Cloud
  • Power BI / Fabric

Quality assurance and performance testing

Quality assurance and performance testing service
Yes
How the quality assurance and performance testing works
Solutions may be subject to an initial POC to demonstrate validity of the proposed solution. At each stage of delivery a second cloud engineer will check over what has been deployed to ensure it meets or exceeds agreed standards and performance. User acceptance and load testing is performed in preparation for the service to be put into production and a full handover of the environment is performed either to a BCN support team or to the customer.

Security testing

Security services
Yes
Security services type
  • Security strategy
  • Security design
  • Cyber security consultancy
  • Security testing
  • Security audit services
Certified security testers
No

Ongoing support

Ongoing support service
Yes
Types of service supported
  • Buyer hosting or software
  • Hosting or software provided by your organisation
  • Hosting or software provided by a third-party organisation
How the support service works
BCN Group provide 1st to 3rd line support for IT Services along with expert escalations and architecture services consumed as required/ad-hoc.

Service scope

Service constraints
IT Support Services are generally provided remotely, unless explicitly required. On-site support will incur further charges, unless agreed.

User support

Email or online ticketing support
Email or online ticketing
Support response times
Depending on Service Purchased Options: Standard Support Hours - Monday - Friday 08:00 - 18:00Hrs Extended Support Hours - Monday - Friday 07:00 - 19:00Hrs Out of Hours Support - P1 ONLY - 24/7 (Excluding Christmas Day) Priority 1: Standard / Extended Hours - Response Within 30 minutes Priority 1: (Out of Hours) Response Within 60 minutes Priority 2: Standard / Extended Hours – Response Within 2 hours Priority 3 or 4: Standard / Extended Hours – Response Within 4 hours Priority 5: Standard / Extended Hours – Response Within 4 hours
User can manage status and priority of support tickets
Yes
Online ticketing support accessibility
WCAG 2.1 AA or EN 301 549
Phone support
Yes
Phone support availability
24 hours, 7 days a week
Web chat support
No
Support levels
Comprehensive Account Management & Support options
Support Hours 50+ dedicated support engineers across 3 UK offices provide technical support 24 hours a day, 7 days a week, 365 days a year. * This includes proactive monitoring and alerting of core services. *Waking Hours = 7am to 7pm Monday to Friday (from manned helpdesk) Ticket Severity All tickets logged to the Service Desk will be allocated a severity level based on the following methodology. This will ensure that reporting on service levels may be achieved to the optimum format. 1 - Catastrophic business disruption 2 - Severe business disruption or user critical issue 3 - Business disruption or multiple user issue 4 - Minor business disruption or user issue 5 - Job or Task Service Desk Staff will evaluate the Incident and allocate a priority level after which it will be assigned to the appropriate staff. This will be based on the required skill set to resolve the incident in a timely manner.
As a Microsoft Tier-1 CSP BCN will escalate issues to Microsoft as required for additional support.
BCN will liaise with certain partners on the customer's behalf to provide additional support.

Resellers

Supplier type
Not a reseller

Staff security

Staff security clearance
Other security clearance
Government security clearance
Up to Security Clearance (SC)

Standards and certifications

ISO/IEC 27001 certification
Yes
Who accredited the ISO/IEC 27001
SGS
ISO/IEC 27001 accreditation date
25/06/2020
What the ISO/IEC 27001 doesn’t cover
BCN Group activities related to the provision of this service are covered by ISO 27001
ISO 28000:2007 certification
No
CSA STAR certification
No
PCI certification
No
Cyber essentials
Yes
Cyber essentials plus
Yes
Other security certifications
No

Social Value

Social Value

Social Value

  • Fighting climate change
  • Tackling economic inequality
  • Equal opportunity
  • Wellbeing

Fighting climate change

BCN are focussed on improvements in Energy Efficiency. We continue to monitor and review our energy usage with the aim of reducing where we can.

Tackling economic inequality

BCN will create employment and educational opportunities for people from backgrounds that typically find it hard to get employment.

Equal opportunity

BCN is committed to achieving a working environment which provides equality of opportunity and freedom from unlawful discrimination on the grounds of race, gender, gender reassignment, maternity, marital status, disability, religious beliefs, age or sexual orientation

Wellbeing

BCN is committed to the protection and promotion of the mental health and wellbeing of all staff. We shall continuously strive to improve the mental health environment and culture of the organisation by identifying, eliminating, or minimising all harmful processes, procedures and behaviours that may cause psychological harm or illness to its employees.

Pricing

Price
£1,000 a unit
Discount for educational organisations
No

Service documents

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 ric.kelly@bcn.co.uk. Tell them what format you need. It will help if you say what assistive technology you use.