Doc-works Ltd

Scribe Resilience

Scribe Resilience is a cloud-based continuity solution that provides temporary access to core digital forms and workflows during outages of critical systems. It enables continued data capture, secure access and auditability, supporting planned downtime and unplanned incidents while ensuring records can be reconciled once primary systems are restored.

Features

• Automatically available during outages of primary systems.
• Supports planned downtime and unplanned system failures.
• Configurable digital forms mirror core primary-system workflows.
• Secure data capture and storage during resilience operation.
• Controlled synchronisation after primary systems are restored.
• Role-based access control and audit logging maintained.
• Supports ambulance, urgent care and hospital workflows.
• Removes reliance on paper-based downtime processes.
• Browser-based access from existing organisational devices.
• Governance, security and clinical safety aligned to NHS standards.

Benefits

• Guarantees continuous documentation when primary systems are unavailable.
• Reduces operational risk, eliminating reliance on paper downtime packs.
• Prevents data loss with secure storage and controlled synchronisation.
• Maintains legal, clinical, and governance compliance during system outages.
• Preserves familiar workflows, minimising disruption and training needs.
• Accelerates recovery after outages with automated reconciliation processes.
• Reduces clinical safety incidents linked to IT system downtime.
• Ensures handover and critical records are never delayed.
• Provides assurance and visibility for leadership during disruptions.
• Critical workflows can be implemented within weeks, enabling rapid continuity.

• 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 info@doc-works.co.uk. Tell them what format you need. It will help if you say what assistive technology you use.

Framework

G-Cloud 15

Service ID

730048437833098

Contact

Ceri Jones
01296 668210
info@doc-works.co.uk

About your service

• Service categories:

  Applications

  Content workflow and management

  • Capture
  • Document
• Multi cloud support: Yes

Service scope

• Software add-on or extension: No
• Cloud deployment model: Private cloud
• Service constraints: Scribe Resilience must be configured to match primary system workflows for safe synchronisation.; ; Synchronisation requires API or data access from the primary system supplier. ; ; Extended outages may increase the complexity of synchronisation and data reconciliation. ; ; Certain real-time integrations (device feeds, lookup services, CAD feeds) unavailable during failover. ; ; Only essential workflows are supported during outages to maintain safety and compliance ; ; Service operation depends on outage conditions; extreme events may limit functionality
• System requirements:
  • Modern browser(Chrome, Edge, Safari).
  • IOS and Android devices for mobile.
  • Trust SSO or identity provider for authentication where required.
  • Secure network access for integrations required.

User support

• Email or online ticketing support: Yes
• Support response times: P1: Within 30min; P2: Within 1 hour; P3: Within 4 hours; P4: Within 1 business day; P5: Within 5 business days
• User can manage status and priority of support tickets: Yes
• Online ticketing support accessibility: WCAG 2.2 AA
• Phone support: Yes
• Phone support availability: 9 to 5 (UK time), Monday to Friday
• Web chat support: Yes, at an extra cost
• Web chat support availability: 9 to 5 (UK time), Monday to Friday
• Web chat support accessibility standard: None or don’t know
• How the web chat support is accessible: Not Applicable.
• Web chat accessibility testing: Not Applicable.
• Onsite support: Yes, at extra cost
• Support levels: Doc-works offers Standard (included), Enhanced and Premium support tiers. Standard provides 9–5 M–F support with 2-hour emergency response. Enhanced adds priority handling and a named Support Lead. Premium includes a dedicated Technical Account Manager, monthly reviews and optional 24/7 cover. Enhanced support is typically a 10–15% uplift; Premium is 20–30% uplift depending on deployment scale.
• Support available to third parties: Yes
• AI chatbot: No

Onboarding and offboarding

• Getting started: Implementation planning, configuration workshops, data migration, user training, test environment access and go-live support.
• Service documentation: Yes
• Documentation formats:
  • HTML
  • PDF
  • Other
• Other documentation formats:
  • DOCX
  • Video Tutorials
• End-of-contract data extraction: Via API, CSV/JSON export or full database export.
• End-of-contract process: Data is exported, access removed after confirmation, and data is securely erased following NCSC-aligned processes.
• Documentation accessibility standard: WCAG 2.2 AA

Using the service

• Web browser interface: Yes
• Supported browsers:
  • Microsoft Edge
  • Firefox
  • Chrome
  • Safari
  • Opera
• Application to install: Yes
• Compatible operating systems:
  • Android
  • IOS
  • MacOS
  • Windows
  • ChromeOS
• Designed for use on mobile devices: Yes
• Differences between the mobile and desktop service: The mobile application supports all frontline activities such as patient record entry, offline mode, media capture and CAD-driven workflows. Desktop access is designed for supervisory functions including review, reporting, dashboards and system administration, with the option to complete data entry on desktop where appropriate.
• Service interface: Yes
• User support accessibility: WCAG 2.2 AA
• Description of service interface: A modern, responsive interface enabling structured assessments, dynamic forms, handover workflows, dashboards, and configuration tools.
• Accessibility standards: WCAG 2.2 AA
• Accessibility testing: Testing has been carried out using JAWS, NVDA, VoiceOver, TalkBack, Dragon and accessible device settings.
• API: Yes
• What users can and can't do using the API: Users can extract patient records, trigger workflows, retrieve audit data, integrate CAD/EPR systems, and push/pull referrals. They cannot alter core logic, bypass RBAC, or perform destructive changes.
• API documentation: Yes
• API documentation formats:
  • Open API (also known as Swagger)
  • HTML
  • ODF
  • PDF
• API sandbox or test environment: Yes
• Customisation available: Yes
• Description of customisation: Through configurable forms, clinical pathways, local rules, dashboards, roles, branding, reporting and integration options.

Scaling

• Independence of resources: Doc-works guarantee users aren’t affected by others by isolating their resource usage with quotas/limits and using thin provisioning so capacity is only physically consumed as needed. Combined with autoscaling and throttling, this prevents any systems from overwhelming shared resources while still maximizing efficiency.

Analytics

• Service usage metrics: Yes
• Metrics types: Metrics include record volumes, completion rates, device usage, performance statistics, uptime, referrals, audit logs and operational dashboards.
• Reporting types:
  • API access
  • Real-time dashboards
  • Regular reports
  • Reports on request
• Resource tagging: No
• FOCUS resource tagging: No

Resellers

• Supplier type: Not a reseller

Staff security

• Staff security clearance: Conforms to BS7858:2019
• Government security clearance: 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: Yes
• Datacentre security standards: Complies with a recognised standard (for example CSA CCM version 4.0)
• Penetration testing frequency: At least once a year
• Penetration testing approach: ‘IT Health Check’ performed by a CREST-approved service provider
• Protecting data at rest:
  • Physical access control, complying with another standard
  • Scale, obfuscating techniques, or data storage sharding
  • Other
• Other data at rest protection approach: Access controls, segregation, audit logging and continuous monitoring.
• Data sanitisation process: Yes
• Equipment disposal approach: A third-party destruction service
• Data sanitisation type:
  • Deleted data can’t be directly accessed / Cryptographic Erasure
  • Data Erasure
  • Physical Destruction / Hardware containing data is completely destroyed

Data importing and exporting

• Data export approach: Data can be exported through the management portal, API, or scheduled secure exports.
• Data export formats:
  • CSV
  • ODF
  • Other
• Other data export formats:
  • Encrypted SQL backup.
  • PDF reports.
• Data import formats:
  • CSV
  • Other
• Other data import formats:
  • JSON
  • XML
  • XLSX
  • Docx
  • Flat files
  • Emails
  • HTML

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
  • Other
• Other protection between networks: Device-level encryption, secure certificate management, and access control monitoring.
• Data protection within supplier network:
  • TLS (version 1.2 or above)
  • Other
• Other protection within supplier network: Least-privilege access, logging, SIEM alerting and continuous monitoring.

Availability and resilience

• Guaranteed availability: 99.5% uptime
• Approach to resilience: Multi-AZ deployment, auto-scaling, replication, offline capabilities and continuous monitoring.
• Outage reporting: Status page updates, email notifications and API health endpoints.

Identity and authentication

• User authentication needed: Yes
• User authentication:
  • Multi-Factor Authentication (MFA)
  • Public key authentication (including by TLS client certificate)
  • Limited access network (for example PSN)
  • Dedicated link (for example VPN)
  • Username or password
  • Other
• Other user authentication: SSO (Azure AD, ADFS), OAuth2, SAML and optional MFA.
• Access restrictions in management interfaces and support channels: Role-based controls, least privilege principles, audit trails and identity federation.
• Access restriction testing frequency: At least every 6 months
• Management access authentication:
  • Multi-Factor Authentication (MFA)
  • Public key authentication (including by TLS client certificate)
  • Limited access network (for example PSN)
  • Dedicated link (for example VPN)
  • Username or password

Audit information for users

• Access to user activity audit information: Users have access to real-time audit information
• How long user audit data is stored for: User-defined
• Access to supplier activity audit information: Users receive audit information on a regular basis
• How long supplier audit data is stored for: User-defined
• How long system logs are stored for: User-defined

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: Access control, secure development, change management, incident management, vulnerability management, data protection.
• Software Security Code of Practice: Yes

Operational security

• Configuration and change management standard: Supplier-defined controls
• Configuration and change management approach: Doc-works operates a controlled, ISO 27001-aligned configuration and change management process. All components—including applications, workflows, schemas, integrations and mobile apps—are versioned and tracked throughout their lifecycle using Jira, Git and internal documentation repositories. Baselines are reviewed through release planning, account reviews and scheduled audits.; All changes follow a formal workflow with mandatory security impact assessment covering data flows, RBAC, encryption, offline storage, network security (VPN/APN/HSCN/PSN) and compliance with ISO 27001, DSPT and GDPR. High-risk items receive Security Officer review.; Components are tracked from design to retirement, with controlled environments, audit trails and structured testing ensuring Scribe remains secure and stable.
• Vulnerability management type: Supplier-defined controls
• Vulnerability management approach: Doc-works follows an ISO 27001–aligned vulnerability management process covering identification, assessment, prioritisation, remediation, and continuous monitoring across all Scribe services. Threats are assessed via automated scans, manual reviews, vendor bulletins, NHS Cyber Alerts, NCSC advisories, OWASP guidance, and datacentre intelligence. Vulnerabilities are evaluated for likelihood, impact on confidentiality, integrity, availability, and clinical safety. Critical issues are patched within 24–48 hours; medium-severity items follow scheduled cycles. All patches are tested pre-deployment, and configuration changes undergo security impact review. Continuous monitoring, annual penetration testing, secure coding, and real-time alerts ensure early detection and containment, maintaining a robust security posture across environments.
• Protective monitoring type: Complies with a recognised standard, for example CSA CCM v4.0 or SSAE-18 / ISAE 3402
• Protective monitoring approach: Doc-works provides continuous protective monitoring across all Scribe platforms using automated alerting, log analysis, and routine security reviews. System, application, and access logs are monitored in real time to detect anomalies such as failed logins, privilege escalation, unusual traffic, or configuration changes. Detection uses correlation rules, behavioral analytics, penetration-test results, NCSC guidance, and hosting partner intelligence. Suspected compromises are escalated to the Information Security Officer, triggering incident response: isolating systems, preserving evidence, root-cause analysis, assessing data exposure, and containment. High-severity incidents are addressed within 1–2 hours; low-severity within a business day. Post-resolution, controls and monitoring rules are updated.
• Incident management type: Complies with a recognised standard, for example, CSA CCM v4.0 or ISO/IEC 27035:2011 or SSAE-18 / ISAE 3402
• Incident management approach: Doc-works operates an ISO 27001–aligned Incident Management Process covering detection, reporting, triage, response, and post-incident review. Pre-defined workflows address outages, failed integrations, performance issues, suspected breaches, malware alerts, and access incidents, ensuring consistent handling and clear separation of clinical, operational, and security events. Incidents can be reported via the Support Portal, email, or phone. All are logged, prioritized by impact and severity, and routed to technical or security specialists. High-severity issues escalate immediately to the Information Security Officer. Customers receive updates and final reports detailing root cause, containment, remediation, and lessons learned. Post-incident reviews strengthen processes and monitoring.
• Post-quantum cryptography secure: Yes

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 v4.0)

Public sector networks

• Connection to public sector networks: Yes
• Connected networks: Health and Social Care Network (HSCN)

Pricing

• Discount for educational organisations: Yes
• Free trial available: Yes
• Description of free trial: A restricted, read-only or limited-scope environment to evaluate workflows.
• Link to free trial: Available on request.

Discount percentage by annual call-off contract value (excluding VAT)

• Less than £250,000: 0%
• Between £250,000 and £500,000: 1%
• Between £500,001 and £1,000,000: 1%
• Between £1,000,001 and £2,500,000: 2%
• Between £2,500,001 and £5,000,000: 2%
• Over £5,000,001: 3%

Non-mandatory Standards and certifications

• ISO/IEC 27001 certification: Yes
• Who accredited the ISO/IEC 27001: British Assessment Bureau (UKAS accredited)
• ISO/IEC 27001 accreditation date: Friday 25 April 2025
• What the ISO/IEC 27001 doesn’t cover: Our ISO/IEC 27001:2022 certification covers the information security management system (ISMS) that governs the development, operation, hosting and support of the Scribe product suite delivered by Doc-works. While this provides comprehensive assurance over the controls we operate for our cloud-based services, a number of areas fall outside the certified scope.; The certification does not cover infrastructure, devices or networks that are owned or managed by the customer, including end-user mobile devices, laptops, local networks or any on-premise environments. Likewise, customer-selected hosting platforms, identity providers (such as NHS Smartcard/CIS or customer Azure AD tenants), and third-party systems integrated at the customer’s request fall outside the boundary as Doc-works does not operate or control those components.; Internal corporate systems not used to deliver the Scribe service—such as general finance, HR or marketing platforms—are also excluded from the scope. In addition, Doc-works’ ISMS does not extend to the accuracy or governance of data input by customer personnel, or to any local policies, procedures or operational practices implemented by customers.; Finally, once data is exported by the customer from the Scribe platform, any storage, backup or processing performed outside our hosted environment is not covered by our ISO 27001 certification.
• ISO 28000:2022 certification: No
• ISO 9001 certification: Yes
• Who accredited the ISO 9001 certification: British Assessment Bureau (UKAS accredited)
• ISO 9001 accreditation date: Thursday 7 August 2025
• What the ISO 9001 doesn’t cover: Our ISO 9001:2015 certification covers the Quality Management System (QMS) that supports the design, development, delivery and ongoing support of the Scribe product suite provided by Doc-works. While this demonstrates strong governance and consistent service delivery, several areas fall outside the certified scope.; The certification does not include infrastructure, systems, resources or processes that are owned, operated or controlled by customers. This includes customer-managed devices, on-premise environments, networks, identity providers, or locally implemented procedures around deployment and usage of the Scribe platform. Customer-defined operational workflows, clinical decision-making processes, or data entry accuracy are also excluded, as these remain entirely under customer governance.; Third-party systems selected or integrated by customers—such as external APIs, their own hosting environments, or independent identity/access solutions—do not fall within the QMS scope as Doc-works does not manage those components. Internal corporate systems that are not required for Scribe service delivery, such as standalone HR, finance or marketing tools, are similarly excluded.; In addition, any activities performed by customers after exporting data from Scribe—such as local storage, processing, reporting, or archival—are not covered by our ISO 9001 certification. The certification applies solely to the quality processes Doc-works operates within its controlled environment.
• Quality management systems (QMS): Yes
• CSA STAR certification: No
• PCI certification: No
• Cyber essentials: Yes
• Please provide your Cyber Essentials Certificate Number: Fb7044c3-6131-4e76-8cb2-a5628e62f828
• Cyber essentials plus: Yes
• Please provide your Cyber Essentials Plus Certificate Number: B32bc39e-70e7-4f0c-b496-26ebebf1a105
• Other security certifications: Yes
• Any other security certifications: ISO 14001;2015

Social value

• Section B - Commitment for Future: Delivery:

  • Mission: Kick start economic growth. To secure the highest sustained growth in the G7 - with good jobs and productivity growth in every part of the country making everyone, not just a few, better off.

    Policy Outcome 1: Fair work: That offers fair wages and good working conditions. Help people get a job, stay in work, and progress in their careers, with good employment opportunities across the country. Notes: Where there is a large proportion of labour costs in the contract, commercial teams should consider MAC in Outcome 1 as a priority

    • New or retained jobs on the contract workforce in the relevant area that meet the criteria set out in MAC 1b, 1c and 1d
    • Providing opportunities for, and measuring and monitoring of, staff workforce conditions over time, including employee engagement, involvement in decision-making and satisfaction and adapting to any changes in the results, with clear processes for acting on issues identified
    • Plans to engage the contract workforce in deciding the most important workplace issues to address
    • Monitoring of employee engagement rates (by protected characteristic) and, where necessary, the development of actions to ensure all voices are heard across the diversity of the workforce
    • Employment contracts that reflect actual hours worked; steps taken to ensure employees understand their contracts and have the ability to review and adjust them if actual hours regularly exceed contracted hours
    • Activities that support an environment where staff are educated about, and feel empowered to, address their physical wellbeing
    • Activities that support an environment where staff are educated about and feel empowered to report and address bullying and harassment
    • Activities to cascade good practice on fair working conditions throughout the supply chain
    • Payment of more than the National Minimum Wage or National Living Wage (as appropriate) to the contract workforce
    • Monitoring and reporting of gender and ethnicity pay gaps and plans to address them where necessary
    • Entitlement to sick pay for the contract workforce, with provision in place for any staff who do not meet the earnings threshold for statutory sick pay, payment of sick pay from day one of absence and payment of staff on the contract workforce who are off sick a replacement income of 100% of their usual earnings for as long as possible
    • Understanding of in-work progression issues affecting the market, industry or sector relevant to the contract, and in the supplier’s own organisation and those of its key sub-contractors
    • Measures to support in-work progression to help people in the contract workforce, to move into higher paid work by developing new skills relevant to the contract
    • Support for educational attainment relevant to the contract, including training schemes that address skills gaps and result in recognised qualifications
    • Understanding of the modern slavery risks and issues affecting the market, industry, sector or country (of origin or of source) relevant to the contract, and the workforce in the supplier’s own organisation and those of its key subcontractors
    • Measures to identify, mitigate and manage modern slavery risks relating to the contract and how these will be implemented
    • Outline policies and practices to be applied to or put in place for the contract to mitigate and manage modern slavery risks, including: Pre-employment checks, recruitment practices. Workplace conditions, safeguarding plans and processes in place and regular monitoring with relevant groups considered, which may include sampling
    • How these flow down the supply chain and are monitored Illustrative examples include reporting, site visits, audits, etc.

  • Mission: Kick start economic growth. To secure the highest sustained growth in the G7 - with good jobs and productivity growth in every part of the country making everyone, not just a few, better off.

    Policy Outcome 2: Skills for growth: Supporting growth sectors and addressing skills gaps.

    • Support for educational attainment relevant to the contract, including training schemes that address skills gaps and result in recognised qualifications
    • Delivery of apprenticeships, supported internships and T Level industry placement opportunities (Level 2, 3 and 4+) in relation to the contract

  • Mission: Kick start economic growth. To secure the highest sustained growth in the G7 - with good jobs and productivity growth in every part of the country making everyone, not just a few, better off.

    Policy Outcome 3: Resilient, innovative and flexible supply chains: Support economic growth through enabling resilient businesses, opportunities for small businesses and voluntary, community and social enterprises

    • Understanding of the types of businesses in the market and the level of participation by new businesses, entrepreneurs, start-ups, SMEs, VCSEs and mutuals
    • Activities that demonstrate a collaborative way to work with a diverse range of businesses as part of the supply chain
    • Structuring of the supply chain selection process to ensure fairness (e.g. anti-corruption) and encourages participation by a diverse range of businesses, including with regard to new businesses, entrepreneurs, start-ups, SMEs, VCSEs and mutual
    • Understanding of local demographics, needs and opportunities for the co-design of the goods, services and works to be delivered under the contract
    • Plans to respond flexibly and adapt approaches to community engagement and initiatives

  • Mission: Make Britain a clean energy superpower: To cut bills, create jobs and deliver security with cheaper, zero-carbon electricity by 2030, accelerating to net zero

    Policy Outcome 4: Sustainable procurement practices: Reducing carbon footprints, minimising waste, and promoting the use of clean energy and green technologies.

    • Understanding of opportunities for additional environmental benefits delivery in the performance of the contract, including working towards net zero carbon emissions and use of clean energy and green technologies
    • Collaborative ways of working with the supply chain to deliver additional environmental benefits in the performance of the contract, including working towards net zero carbon emissions and use of clean energy and green technologies
    • Delivery of additional environmental benefits through the performance of the contract, including working towards net zero carbon emissions and use of clean energy and green technologies
    • Understanding of how to influence staff, suppliers, customers, communities and/or any other appropriate stakeholders through the delivery of the contract to support climate and nature protection and improvement

  • Mission: Break down barriers to opportunity: By reforming our childcare and education systems, to make sure there is no class ceiling on the ambitions of young people in Britain

    Policy Outcome 6: Employment and training: For those who face barriers to employment

    • Understanding of employment and skills issues, and of the skills and employment shortages of high growth sectors relating to the contract
    • Understanding of the issues affecting the representation of disabled people in the workforce in the market, industry or sector relevant to the contract, and in the supplier’s own organisation and those of its key sub-contractors
    • Inclusive and accessible recruitment practices, and retention-focused activities, including those provided in the Guide for line managers on recruiting, managing and developing people with a disability or health condition
    • Introducing transparency to pay and reward processes
    • Offering a range of quality opportunities with routes of progression if appropriate, e.g. T Level industry placements, students supported into higher level apprenticeships.
    • Working conditions which promote an inclusive working environment and promote retention and progression
    • Understanding of the issues affecting inequality in employment, skills and pay in the market, industry or sector relevant to the contract, and in the supplier’s own organisation and those of its key sub-contractors. Measures to tackle inequality in employment, skills and pay in the contract workforce
    • Inclusive and accessible development practices, including guidance for line managers on recruiting, managing and developing people with a disability or health condition

  • Mission: Break down barriers to opportunity: By reforming our childcare and education systems, to make sure there is no class ceiling on the ambitions of young people in Britain

    Policy Outcome 7: Creating a pipeline of opportunities: For the contract workforce, reducing barriers to entry for under-represented groups.

    • Understanding of the issues affecting the development of new skills by target cohort
    • Understanding of the underlying factors affecting improvements to reduce barriers to entry and training schemes for the target cohort(s) related to the contract workforce
    • Other measures to offer development opportunities for the target cohort(s) in the contract workforce
    • Understanding of issues relating to entering the contract workforce

  • Mission: Build an NHS fit for the future: That is there when people need it; with fewer lives lost to the biggest killers; in a fairer Britain, where everyone lives well for longer.

    Policy Outcome 8: Increasing productivity through physical and mental wellbeing: In the supply chain and communities in the relevant area.

    • Understanding of issues relating to health and wellbeing, including physical and mental health, in the contract workforce
    • Understanding barriers to access to health and social care services or employment opportunities e.g. digital inclusion
    • Inclusive and accessible recruitment practices, development practices and retention policies that support-focused activities including those provided in the Guide for line managers on recruiting, managing and developing which support people with a disability or health condition

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 info@doc-works.co.uk. Tell them what format you need. It will help if you say what assistive technology you use.