TUNSTALL HEALTHCARE (UK) LIMITED

Tunstall Service Platform

Tunstall Service Platform (TSP) is a market leading call and alarm management application that is used to deliver Telecare services to vulnerable users. The platform also provides asset management, referral management and reporting tools that complement the alarm handling functionality.

Features

• Market leading telecare monitoring platform
• Service Manager interface provides service delivery end-to-end
• IP enabled to support end-to-end IP signalling
• Data Redaction Tool for actioning requests from Service Users
• Capability to provide wellbeing checks
• Advice and information; leisure, weather warnings
• Support for specific situations; domestic violence, suicide, bereavement
• Customer feedback and insight
• Links to other services; healthcare, meals on wheels
• Custom reminders; appointments etc.

Benefits

• Comprehensive system for telecare management
• Rapid, efficient calls handling capability
• Supports you to comply with GDPR regulations
• Supports independent living
• Stock management and asset management capacity
• Flexible workflow, assisting with compliance and reducing margin for error
• Highly scalable to adapt to growing services over time
• Secure storage of service data
• Configurable reporting
• Replace paper based forms

£0.70 to £0.70 a unit a month

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

Framework

G-Cloud 14

Service ID

708447947541734

Contact

Stephanie Haynes
01977 661234
bids@tunstall.com

Service scope

• Software add-on or extension: No
• Cloud deployment model: Private cloud
• Service constraints: Whilst our service has limited restrictions and downtime, it should be noted that security access is only available for access by pre-approved, white-listed end points. This acts as a security measure for buyers.
• System requirements:
  • Workstation should use a currently supported operating system
  • Call-handling users need access to a telephone extension with DDI.
  • All users require access to reliable and resilient internet.

User support

• Email or online ticketing support: Email or online ticketing
• Support response times: Tunstall provides key service response times, which are responded to in relation to their significance. These range from high priority issues (such as service unavailable), to requests for information. In high priority situations, we aim to respond within 15 minutes, with a resolution within 60 minutes. Our 3 levels of escalation are utilised to ensure that these targets can be met. Full information of our service levels will be provided upon request.
• User can manage status and priority of support tickets: Yes
• Online ticketing support accessibility: None or don’t know
• Phone support: Yes
• Phone support availability: 24 hours, 7 days a week
• Web chat support: No
• Onsite support: Onsite support
• Support levels: Tunstall is able to offer to any parties’ high levels of service support through online interactions. Our helpdesk team respond quickly and effectively, if required, but we are also able to provide both a technical account manager and a cloud support engineer for these services.; ; These services are free of charge, as an additional benefit of the SaaS programme we offer.; ; Our service levels are for system availability are 99.95%, and should there be any issues to resolve, we operate a triage-based response based on the impact of the fault, with high priority issues (such as service unavailable) being responded to within 15 minutes, and resolved within 30 minutes, ensuring that our service remains operable and resilient throughout the lifetime of the contract.
• Support available to third parties: Yes

Onboarding and offboarding

• Getting started: From the contract mobilisation, Tunstall project manage the entire onboarding process, providing access, training, documentation, data migration, testing, end-to-end connection testing, full customisation and customer specific plans. This project is orchestrated by our projects teams, but with full and open communication with the customer and their stakeholders to ensure that the system will run as requested, and with customer specific information, documentation and planning according to the needs and requirements of the customer. ; ; Tunstall have a team of highly qualified trainers who are used to training both existing and new users of Tunstall’s software applications. Training is delivered either remotely as part of an e-learning programme or at the client’s site. This will typically take place during the onboarding process, but new training can be provided at regular intervals, or following upgrades to functionality.; ; Once the initial plans are executed, they will be agreed with the member prior to their implementation.
• Service documentation: Yes
• Documentation formats:
  • HTML
  • PDF
• End-of-contract data extraction: Upon contract end, Tunstall follows a defined process which is designed to extract all of the customer’s data. Tunstall provide a data extract in line with GDPR guidelines and the right of data portability. ; ; As a company, we understand that this type of information is important, and so we make this process as simple and transparent as possible.
• End-of-contract process: Tunstall’s end-of-contract process is transparent, and holds no additional costs, as these will be accounted for within the initial pricing of the contract. There will be a defined and agreed contract end process, including removal of user accounts, end points location and cleansing of system.; ; Data will be removed from our systems, including user accounts and the full process will be defined and agreed from the beginning of the contract, ensuring that at the end of the contract, there is no confusion regarding the requirements and the responsibilities.; ; This process is fully compliant with GDPR legislation and the rights of redaction for users and customers.

Using the service

• Web browser interface: Yes
• Supported browsers:
  • Internet Explorer 11
  • Microsoft Edge
  • Firefox
  • Chrome
• Application to install: No
• Designed for use on mobile devices: No
• Service interface: Yes
• User support accessibility: None or don’t know
• Description of service interface: Our TSP solution is a modular offering, with different functionality interfaces, designs and features based on the requirements and customer outcomes within the particular module. Each module is designed to support users based upon requirements and the understanding that these are time-critical, ensuring ease, practicality and practicability of use. To advise, Tunstall ourselves operate a significant call monitoring service, and understand the needs and requirements of individual user organisations. Our systems and service interfaces are designed based upon our direct experience within this area.
• Accessibility standards: None or don’t know
• Description of accessibility: Tunstall has designed and developed our service interface to ensure accessibility and user-friendly operation.; ; Our offerings are mature products, designed, developed, and updated in line with customer feedback and engagement. TSP's core application, PNC, has been in place for over 30 years of continual development, and Service Manager has been in place for over 10 years.; ; Key accessibility options include:; ; -Different language options; -On-screen help; -Help documents separate from the system; -Options to adapt text-size, brightness, and full scalability within the browser.; -Different colour schemes
• Accessibility testing: Our service interfaces have been in a state of continual review and improvement since their original development over 30 years ago. Service Manager, one of the key elements of our offering, is also an established product, with over 10 years since original development. In this time, customer feedback, engagement, and input has been central to the continuous testing and development, and improvement of the platform and service interface. All Tunstall services have been created in development with specific, varied user groups, with their feedback and recommendations, contributing to the numerous adaptations to our services.
• API: Yes
• What users can and can't do using the API: This section relates to the “service manager” module of our offering. The API offers the same functionality as the user interface, allowing users to easily see and operate the service from this function, and allows changes to the system to be implemented. Full, automated documentation is provided from this function, which allows data to be queried, imported, or extracted according to customer need.; ; Due to the significant amounts of data which are provided by this service, careful consideration should be taken in relation to the import/extraction of the data. Tunstall will work closely with the customer to ensure that they can understand and test their data input/extraction methods for most effective use.
• API documentation: Yes
• API documentation formats: Open API (also known as Swagger)
• API sandbox or test environment: Yes
• Customisation available: Yes
• Description of customisation: Tunstall TSP has been designed with customisation in mind, with customers able to adapt and amend modules as required. These changes can be made in line with changing customer needs and preferences.; ; These adaptations can range from high-level, serious changes, such as priority order for call types and changes in drop down options, to changing colour schemes.; ; Users with elevated privileges can customise many of these areas, but all other areas can be processed by Tunstall’s highly qualified and experienced service desk team on users’ behalf, making the changes identified at the outset of the contract in line with their requirements.; ; As the service continues, any further changes can also be incorporated, either by users with elevated privileges, or our team.

Scaling

• Independence of resources: Users can be assured that due to our robust capacity planning procedures in place, Tunstall always has adequate resources for the number of connections at any given time and anticipated usage, in line with our ISO27001 and ISO20001 accreditations. Our capacity planning ensures that we are managing a system with adequate headspace for any unforeseen spikes in usage. Our third party audited system receives frequent monitoring and reviews and trend analysis takes place on the reports generated. Further to this, our onboarding pipeline allows for effective management of the growth of the service.

Analytics

• Service usage metrics: Yes
• Metrics types: Service metrics that we can provide are user log on/log off activity, general audits of end user activity, call handling activity and call handling metrics. Upon request, we are able to support additional requests for information.
• Reporting types:
  • Real-time dashboards
  • Regular reports
  • Reports on request

Resellers

• Supplier type: Not a reseller

Staff security

• Staff security clearance: Staff screening not performed
• 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: No
• Datacentre security standards: Supplier-defined controls
• Penetration testing frequency: At least once a year
• Penetration testing approach: ‘IT Health Check’ performed by a Tigerscheme qualified provider or a CREST-approved service provider
• Protecting data at rest: Encryption of all physical media
• Data sanitisation process: Yes
• Data sanitisation type: Explicit overwriting of storage before reallocation
• Equipment disposal approach: A third-party destruction service

Data importing and exporting

• Data export approach: Users have access to a range of data through our reporting capabilities, allowing them to export information in a range of formats according to their requirements. This ensures that the majority of the data can be exported according to customer need and as per their timescales. Additional data can be accessible through our service desk. This process is both simple and efficient for users. Users will receive their data quickly upon request.
• Data export formats:
  • CSV
  • Other
• Other data export formats: SQL DB
• Data import formats:
  • CSV
  • Other
• Other data import formats: SQL DB

Data-in-transit protection

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

Availability and resilience

• Guaranteed availability: Tunstall’s TSP platform as a whole has a minimum, guaranteed availability of 99.95% of uptime, ensuring that the service is operational and functional at all times throughout the duration of the contract. However, Tunstall exceeds this in both targeted and actual performance, with our target being 99.99%, and actual performance exceeding this, at 99.995% over the past 12 months.; ; Should Tunstall fail to meet this target, any refund / service credits would be reviewed and developed on an individual contract basis, in line with our agreement with the customer.
• Approach to resilience: Tunstall’s service is fully operational and resilient, with great measures taken to ensure this. Firstly, our hosted telecare service is deployed across two diverse and unique datacentres with dedicated PBX and telephony, as well as having redundant diverse WAN links, redundant UPS and generators. Tunstall applications are deployed across both of these datacentres, with data replication taking place in real-time, backups cross site and just a 30 minute Recovery Point Objective.; ; Additionally, our firewall, network, storage and compute is fully “High Availability” providing N+1, ensuring that there is a power backup in place should any single component fail. Within both the infrastructure and the service design, there are no single points of failure.
• Outage reporting: Regarding outage reports, Tunstall reports on all service affecting incidents through planned, pro-active communication. All registered users will receive an email regarding these outages which is managed through our service desk team. This allows users to understand quickly what has happened, and minimise confusion and call-outs.

Identity and authentication

• User authentication needed: Yes
• User authentication:
  • 2-factor authentication
  • Public key authentication (including by TLS client certificate)
  • Username or password
  • Other
• Other user authentication: Our system ensures that only trusted users are able to access the service. This access is restricted to only allowing whitelisted IPs to access the service. Additionally, call handling is only available for use on registered machines and secured with Netbios.
• Access restrictions in management interfaces and support channels: In line with our Information Security policy and ISO27001 certification, Tunstall implements controls that ensure access to management and support interfaces is tightly scoped and monitored. Access to management interfaces is limited to specific personnel and is granted on the principle of least-privilege. Access to support channels is also controlled by use of a self-service account management tool through which all users must enroll before any access is granted. Support via phone or email is only offered to users that can validate their identity based on account information.
• Access restriction testing frequency: At least every 6 months
• Management access authentication:
  • 2-factor authentication
  • Public key authentication (including by TLS client certificate)
  • Dedicated link (for example VPN)
  • Username or password
  • Other
• Description of management access authentication: Further to the authentication methods outlined above, access is also only available to whitelisted IP’s, ensuring that only confirmed employees will have access to the information and data stored upon the system. If not located on a company server, a VPN can be used which allows access to the platform.

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: User-defined
• Access to supplier activity audit information: Users contact the support team to get audit information
• How long supplier audit data is stored for: User-defined
• How long system logs are stored for: Between 6 months and 12 months

Standards and certifications

• ISO/IEC 27001 certification: Yes
• Who accredited the ISO/IEC 27001: BSI
• ISO/IEC 27001 accreditation date: 16/08/2021
• What the ISO/IEC 27001 doesn’t cover: N/A
• ISO 28000:2007 certification: No
• CSA STAR certification: No
• PCI certification: Yes
• Who accredited the PCI DSS certification: Worldpay
• PCI DSS accreditation date: 07/01/2022
• What the PCI DSS doesn’t cover: N/A
• Cyber essentials: Yes
• Cyber essentials plus: No
• Other security certifications: Yes
• Any other security certifications: ISO 20000

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: We are ISO 27001 compliant, We hold information security policies that include but are not limited to the following :; ; -Data Loss Prevention (DLP) Policy.; -Firewall Management Policy; -Information Security Management System Scope; -Information Security Risk Assessment and Risk Management Policy; -Tunstall UK Info Gov Policy & Management Framework; -Tunstall UK Info Sec Policy; -Tunstall UK Information Security Policy for Supplier Relationships; ; Above documentation is available upon request .

Operational security

• Configuration and change management standard: Supplier-defined controls
• Configuration and change management approach: Tunstall has well-defined management processes for change management. Formal changes are reviewed by the Change Advisory Board (CAB). Only if approved by them will it change on production or pre-production platforms. Any configuration changes that cannot be managed by customers/service users will need to go through this same CAB process.
• Vulnerability management type: Supplier-defined controls
• Vulnerability management approach: Tunstall uses the best in class antivirus system which provides web filtering and protection from malicious software when Internet browsing and accessing local and network file-systems. The antivirus blocks specific URLs, domain names, and IP addresses based on a black list of known malicious sites; a whitelist of allowed sites that can be accessed through the proxy is also configured. This system helps to identify and assess potential threats to our services.; ; All security patches are applied in a timely manner upon the manufacturer’s release of the upgrade (a maximum of 30 days from release, unless vetoed by change management).
• Protective monitoring type: Supplier-defined controls
• Protective monitoring approach: Our high level firewall, network, antivirus systems and adaptive defence software monitors for abnormal activity. Monitoring is implemented with real-time alerting and escalation to Tunstall’s IT support team. Security incidents are managed via Tunstall’s major incident process involving escalation to the Head of Information Security and governance. Log analyser is used to collate and provide full audit trail of access into Tunstall’s hosted services. This ensures that any potential threats are identified, monitored and dealt with quickly and effectively through our software and staff processes.
• Incident management type: Supplier-defined controls
• Incident management approach: Tunstall responds to incidents through ITIL best practice, through use of our ITIL compliant service desk tool. Users are trained in this manner with a process covering:; ; -issue management; -problem management; -configuration management; -change management; As a result, our entire team and users will ensure that this process and ISO20000 are followed to ensure that these incidents are dealt with swiftly and effectively.

Secure development

• Approach to secure software development best practice: Independent review of processes (for example CESG CPA Build Standard, ISO/IEC 27034, ISO/IEC 27001 or CSA CCM v3.0)

Public sector networks

• Connection to public sector networks: No

Social Value

• Social Value:

  Social Value

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

  Fighting climate change

  Tunstall recognises and supports the UK public sectors commitments and programmes in working towards net zero greenhouse gas emissions and will, through the provision of contracts under this framework, continue and develop our sustainability commitments, working to deliver demonstrable improvements which customers can reference within internal reports.; ; Given the nature of call-off contracts being for cloud service solutions, there are a number of areas of sustainable development that would not be applicable. For example, reduction in material waste/recycling, reduction in carbon miles associated with product supply.; ; However, there remain areas for Tunstall to support sustainability in the delivery of individual contracts. In bidding for individual contracts, Tunstall will engage with the customer to review their individual aims for working towards net-zero emissions. We will examine the systems for setting targets and reporting mechanisms for provision of social value.; ; We believe that key areas for support would include:; -The provision of effective training for cloud software users to maximise the efficiency and effectiveness of the use of tools, thus minimising associated energy and carbon usage.; -Provide all Tunstall staff associated with the contract with 1 volunteer day for use with programmes to reduce greenhouse gas emissions and offer supporting case studies to the user.; -Where practicable, offer hybrid working solutions for Tunstall staff associated with the provision of the contract, thus reducing associated commuting carbon emissions.; -Develop reporting functionality to highlight provision of training to Tunstall staff, associated with sustainability.; ; Such provisions build upon Tunstall’s existing commitments to sustainability, which include:; -Use of recyclable products, using recycled materials; -Develop energy-efficiency products; -Our Environmental Management System (EMS) covering Environmental Policy, accredited to ISO14001:2015; -Close working with the Carbon Trust to reduce energy usage and GHG emissions.; -Monitor, audit, review, and report on Environmental performance.

  Covid-19 recovery

  Through delivery of individual contracts, Tunstall will continue to support the UK’s recovery from the COVID-19 pandemic.; ; Tunstall has maintained full operations throughout the COVID-19 pandemic, mitigating the impact felt by our employees, supply chain, subcontractors, and those reliant on our operations. In delivering our core services, we provided assurances to those who were socially isolating and their families that help was still available should it be needed.; ; We will engage with customers to highlight how award/delivery of their contracts has contributed to:; -Retention of staff; -Creation of roles; -Provision of staff development training.; ; Tunstall will work with customers to provide reporting of the above metrics in the provision of individual contracts. We will also highlight how we have supported employment/development of people relating to:; -Employment/retention of people left unemployed by COVID-19; -Improved workplace conditions such as:; -Development of hybrid working; -Improved H&S systems; In bidding for individual contract Tunstall will engage with the customer to review their individual aims for COVID-19 recovery. We will examine the systems for setting targets and reporting mechanisms for provision of social value.; ; In tackling the effects of COVID-19, Tunstall developed key practices throughout the periods of lockdown, impacting our current systems/processes, such as implementing permanent hybrid working, where practicable, and increased sanitation stations in buildings.; ; In delivering services, Tunstall’s core operations increase the resident independence, minimising reliance on emergency, and health/care services. This creates greater efficiency for the NHS, local authorities, and care companies, allowing them to allocate resources where they are most needed.; ; We supported communities most affected by the COVID-19 pandemic, through engagement with organisations helping support vulnerable individuals shielding during this period. We involved “Intergenerational Music Making”, bringing together schools, care homes, hospitals, and universities, improving mental health, tackling loneliness, and helping to integrate communities.

  Tackling economic inequality

  In delivering individual contracts, Tunstall will continue to develop our programmes of creating employment, training, and progression opportunities. This includes engaging with customers to highlight how award/delivery of their contracts has contributed to:; -Retention of staff; -Creation of roles; -Provision of internal training opportunities; -Delivery of formal training, for example courses provided under the Apprentice Levy.; Development of Apprentice roles/opportunities.; ; Tunstall will work with customers under this framework to provide reporting of the above metrics in relation to the provision of their individual contracts. Where possible this will also highlight how we have supported employment or development of people in relation to:; -Skills gaps; -Barriers to entry; -Indices of local deprivation; ; In bidding for individual contracts, Tunstall will engage with customers to review their individual aims for social value outcomes in relation to tackling economic inequality. We will examine the systems for target-setting and reporting mechanisms for provision of social value. To advise, Tunstall support our employees and supply chain in providing work, developing training and employment opportunities, and supporting young people gaining employment and skills for their futures.; ; Tunstall have taken on a range of apprentices in different, deprived locations around the UK, and are constantly looking to recruit and develop new employees. Tunstall’s experienced training teams provide market-leading training to engineers and employees, developing expertise and knowledge, and creating additional opportunities for future development.; ; Additionally, Tunstall operates within an extensive, diverse, and growing marketplace which covers a range of businesses and technology providers. We continually look to enhance and develop links with our supply chain, encouraging the highest levels of environmental awareness, security measures, and social value are provided by our suppliers.; ; We work closely with suppliers to ensure that they understand the developing needs of the marketplace, and prevailing standards required by ethical companies such as Tunstall.

  Equal opportunity

  In delivering this contract, Tunstall will continue to deliver and develop upon our commitment to equal opportunities for employees, which is demonstrated through the following systems and processes.; ; The desire to create a more diverse and representative workforce is important to Tunstall. As a company we continue to work to provide a culture that fosters inclusion and diversity. We are an equal opportunities employer and ensure equality of opportunity for employment, training and progression regardless of any ‘Protected characteristics’ as defined by the equalities act and revised by any subsequent legislation.; ; Whilst this is the case, Tunstall does not currently hold figures on the number of disabled workers in our employ, but has already identified this as an issue, and is developing new systems and processes by which we can address this, ensuring that we can fully understand the representation provided by this.; ; Tunstall currently monitors, assesses, and reviews other protected characteristics, such as gender. Where we see that we have underrepresentation across a gender identity or other demographic, we review our processes to improve visibility of our opportunities and applicant representation in this group and will ensure that the same processes apply to our disabled members of staff.; ; This is being promoted by recruiting at senior level in a way which supports diversity, but also ensuring pathways and training are available, allowing progression for those identifying as females across the workforce.; ; Further to this, Tunstall uses funds such as the Apprentice Levy to support those wanting to gain additional qualifications to develop their skills, and to extend their opportunities. These are well publicised and made available for all staff to see in our publications, and meetings with managers/leadership, ensuring that all know and understand the opportunities available to them.

  Wellbeing

  Tunstall has been a major UK employer for over 65 years, working to provide an inclusive and nurturing workplace for our employees. In providing these services, Tunstall will continue to deliver and develop upon our commitment to employee wellbeing, which is demonstrated through the following systems. The success of these processes is evidenced through staff retention, with 9% of our workforce employed for over 25 years, and 34% working with us over 10 years.; Tunstall operates an Employee Assistance Programme for all employees to gain free, additional support regarding their health and wellbeing. We ensure staff are supported via systems and commitments including:; • Mental Health First Aiders; • Being a Living Wage Employer; • ISO accredited HSE systems; • Engagement with trade unions; • Subsidised canteen; • Volunteer day; • Family friendly HR policies; • Permanent move to hybrid working in applicable roles; Tunstall’s services actively improve the health and wellbeing of our service users, and in the delivery of our services, Tunstall enables vulnerable members of the community to live in their own homes longer, with support and assistance to live a fuller, more independent life.; In delivering the services, our team will work with customers on local projects supporting the health and wellbeing of residents; therefore, we would discuss contributing time to community days and/or events to support this, including:; • Vulnerable resident odd job days to support active lifestyles ; • Sponsor experience days; • Mental health support; • Coffee and tea events with service users ; • Private social media groups to prevent social isolation; • Dementia Friends Sessions; ; Tunstall may also develop local Social Value Funds to help address areas of deprivation within the communities associated with call-off contracts. This will tackle specific challenges identified by the customer, and provide the funding to support these issues.

Pricing

• Price: £0.70 to £0.70 a unit a month
• 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 bids@tunstall.com. Tell them what format you need. It will help if you say what assistive technology you use.