Insource Ltd

Healthcare Data Management Platform Support Services

We provide a range of customer and partner support services from standard to enhanced, tailored to the level of facilities required, and contracted over one, three or five years according to the length of the licence agreement.

Features

• Contract performance reporting
• Regular client reviews
• REACTIVE – Client Requests
• REACTIVE - Repair/Fixes
• Additions, Configuration & Change
• PROACTIVE- Local to National Code Management
• Pro-active Build Process Monitoring

Benefits

• Managed service reduces the need for client intervention
• Continuity, Schedules and activities ensure data is refreshed and available
• Optimisation, Schedules and activities ensure optimal running
• Reporting, Provides confidence that the solution is delivering as expected
• Provides the delivery, continuity and improvement of all data needs

£750 a unit a month

Service documents

• Pricing document

  PDF

• Skills Framework for the Information Age rate card

  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 contact@insource.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

713549246047497

Contact

Gary Olah
02037274200
contact@insource.co.uk

Planning

• Planning service: No

Training

• Training service provided: Yes
• How the training service works: We provide training to user of our cloud software products
• Training is tied to specific services: Yes
• Services the training service works with:
  • Gooroo Planner
  • Health Data Enterprise
  • Patient Pathway Plus - Pathway Managemnt
  • RTT and Cancer e-Learning
  • Patient Pathway Plus - Cancer pathway management

Setup and migration

• Setup or migration service available: No

Quality assurance and performance testing

• Quality assurance and performance testing service: Yes
• How the quality assurance and performance testing works: We provide Data Cleansing and Validation services to create a single source of deduped data

Security testing

• Security services: No

Ongoing support

• Ongoing support service: Yes
• Types of service supported: Hosting or software provided by your organisation
• How the support service works: We can provide service management and helpdesk support for users of the Insource Healthcare and Life Sciences Data Management Platform Support, Gooroo Planner, Health Data Enterprise and Patient Pathway Plus.

Service scope

• Service constraints: Support would typically be provided remotely

User support

• Email or online ticketing support: Email or online ticketing
• Support response times: We offer a standard support facility between the hours of 09:00 - 17:30 Monday to Friday, excluding UK public holidays.; Initial response time is 4 hours.; A technical account manager is included.; ; Weekend cover can be provided subject to additional commercial terms being agreed with the buyer.
• 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
• Support levels: We offer a standard support facility between the hours of 09:00 - 17:30 Monday to Friday, excluding UK public holidays. Initial response time is 4 hours. A technical account manager is included

Resellers

• Supplier type: Not a reseller

Staff security

• Staff security clearance: Conforms to BS7858:2019
• Government security clearance: Up to Developed Vetting (DV)

Standards and certifications

• ISO/IEC 27001 certification: Yes
• Who accredited the ISO/IEC 27001: Citation
• ISO/IEC 27001 accreditation date: 23/03/2024
• What the ISO/IEC 27001 doesn’t cover: Nothing, we comply with all ISO 27001 standards relevant to our company
• ISO 28000:2007 certification: No
• CSA STAR certification: Yes
• CSA STAR accreditation date: 12/02/2019
• CSA STAR certification level: Level 3: CSA STAR Certification
• What the CSA STAR doesn’t cover: None
• PCI certification: No
• Cyber essentials: Yes
• Cyber essentials plus: Yes
• Other security certifications: Yes
• Any other security certifications:
  • NHS DPS Toolkit
  • ISO 9001

Social Value

• Social Value:

  Social Value

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

  Fighting climate change

  Insource is taking a structured, holistic approach to ensuring that we operate as responsibly as possible in our role as a steward of the physical environment. Insource has undertaken a number of initiatives in our current pursuit of net zero: • Conducted and baselined our carbon reduction plan • Committed to a full carbon audit to take place in 2024, which will place us a champion of greenhouse gas emission reduction for Insource and within our supplier network • Shifted to majority remote working (99% employees work remotely) with technology to facilitate employees continuing without disruption. Only essential travel is required. • We have implemented energy efficient lighting in our facilities • Overall reduction in water dispenser/coffee machine usage • Where office space is unused, utilities are switched off • Reduction in business travel/client meetings/BD enabled through technology • Completing a full carbon audit (currently 80% complete). This will also include a deeper dive into our supply chain related emissions (e.g. data centres) • Implementing a science-based reduction target (timeframe currently being determined) and will work to qualify for independent carbon audit certification as part of this process • Continuation of work from home with only essential business travel required • Office based activity limited to Board of Directors for quarterly meetings • Switch to renewable energy focussed utility provider (to exercise an improved environmental choice within our supply chain) • Programme of work to gradually reduce on-site physical data storage, with an upcoming strategic commitment to shift to a cloud first infrastructure for clients • Rolling out Environmental, Social and Governance (ESG) awareness programmes for all staff and sharing with them Insource’s approach to ESG. Insource Ltd has agreed a carbon reduction plan and is committed to achieving net zero emissions by 2050.

  Covid-19 recovery

  Insource have stopped mandatory covid testing and temperature checks when visiting the Reading office. However, Insource asks its employees and visitors to remain vigilant and continue to practice good hygiene.

  Tackling economic inequality

  Insource invests in education and skills development, including training schemes that address skills gaps and can result in recognised qualifications.

  Equal opportunity

  Insource is committed to equality of opportunity in employment, with the aims of ensuring that all employees and job applicants are treated fairly and equally, and supporting Insource’s objective of providing a working environment that is free from all forms of discrimination. Included in our Environmental, Social and Governance journey, we will also seek to extend our position into our wider stakeholder groups and supply chain to become a positive driver of wider social value. The policy applies to all staff within the Company, including employees and other workers, such as agency workers, temporary workers and contractors. All staff are expected to put this policy into practice. Policy Statement Insource is fully committed to providing equality in the workplace and all opportunities for, and during employment, will be afforded to individuals fairly and irrespective of age, disability, gender, gender reassignment, marital or civil partnership status, pregnancy or maternity, race including colour, ethnic or national origins and nationality, religion or belief or sexual orientation (“the protected characteristics”). We aim to create a working environment that is free from discrimination and harassment in any form, in which all staff, clients, customers, and suppliers are treated with dignity and respect. The Company will not unlawfully discriminate in the arrangements we make for recruitment and selection or in the opportunities afforded for employment, training or any other benefit. All decisions will be made fairly and objectively. We aim, as far as reasonably practicable, to ensure that all our working practices are applied fairly and consistently and, where necessary, we will take reasonable steps to avoid or overcome any particular disadvantages these may cause and to promote equality.

  Wellbeing

  Insource Limited recognises the need to protect the health and safety of its employees. Upon successful completion of employee’s probationary period the following benefits will be offered Private Medical Insurance The Company will offer PMI to all employees who have successfully completed their probationary period; however as this is a taxable benefit they have the option as to whether they wish to join the scheme. The benefit is available for the employee only, although family members may be enrolled in the scheme at discounted rates. They will be required to re-imburse the Company for family members via deductions from their salary at agreed intervals. PMI provide accelerated access to treatment for acute medical conditions such as a referral to a consultant or to a hospital for in-patient care. Full details of the Policy and an application form are available from the Group HR Executive. If they join our PMI scheme they will also have the option to join a health cash plan which provides an annual cash fund to spend on optical, dental, complementary therapies, health screening and diagnostic tests without GP referral. Group Life Assurance Following successful completion of the probationary period, the Company will provide employees with life assurance which in the event of their death while employed by the Company their estate will receive four times their annual basic salary as a lump sum. They will be asked to nominate a beneficiary for this, otherwise it will be paid to your estate as decided by their Will or probate. If they nominate a beneficiary it will be paid tax free. For this reason, they should complete the Expression of Wish Form and return it to the HR Executive to be retained for the trustees. This benefit is paid by the company and is not a taxable benefit.

Pricing

• Price: £750 a unit a month
• Discount for educational organisations: No

Service documents

• Pricing document

  PDF

• Skills Framework for the Information Age rate card

  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 contact@insource.co.uk. Tell them what format you need. It will help if you say what assistive technology you use.