Redcentric Solutions Limited

Healthcare Secure Remote Access Service

Redcentric’s Secure Remote Access (SRA) service offers a robust, scalable, flexible and secure way for healthcare professionals to access the HSCN network whilst away from their usual work location. Software on the user’s device communicates with the remote access platform across any Internet connection and a secure tunnel is established.

Features

• Uses two-factor authentication by default
• Low per-seat, per month charge
• Highly scalable
• Choice of hardware or software tokens
• Highly resilient authentication platform
• Fast, easy provisioning
• Easy to use administration portal
• Works with a wide variety of operating systems
• Direct access to HSCN network

Benefits

• Facilitates remote working. Enables frontline healthcare staff to access resources.
• Supports business continuity, continued working from clinical surroundings.
• Increased front-end focus. Allows users to concentrate core activities.
• Scalable and flexible, delivering best of breed connectivity.
• Provides access to value-adding service propositions within entire portfolio
• Implements mandated security by using two-factor authentication

£10 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 tenders@redcentricplc.com. Tell them what format you need. It will help if you say what assistive technology you use.

Framework

G-Cloud 13

Service ID

734467188755438

Contact

Steph Heseltine
+441423850000
tenders@redcentricplc.com

Service scope

• Service constraints: Users must have access to the Internet from their required device.; A valid and current HSCN Connection Agreement is required for access to the HSCN network.
• System requirements:
  • 2FA client supported on various systems.
  • IP-sec Clients supported on various systems

User support

• Email or online ticketing support: Email or online ticketing
• Support response times: We aim to acknowledge all Advice and Guidance requested within 15 minutes. Response times will depend on the request type and level of detail required. We typically aim to provide an initial response within 1 hour of the request being made however this can vary dependent on the nature of the request.
• User can manage status and priority of support tickets: No
• Phone support: Yes
• Phone support availability: 24 hours, 7 days a week
• Web chat support: No
• Onsite support: Yes, at extra cost
• Support levels: Redcentric’s customer service operation is available 24/7/365 and can be contacted by telephone, email or via the customer portal.; Support is included at no additional cost with Redcentric's services. Redcentric has one direct point of contact for customer support, which deals with all aspects of the service. The Redcentric customer services team takes full responsibility for supporting and logging problems and technical support queries. Their specific role is to ensure that all telephone, email and portal queries are answered and resolved as promptly as possible.; Redcentric has a team of Technical Account Managers and Cloud Support Engineers available. These teams are not included as a standard service and are charged based on the published SFIA rate card.
• Support available to third parties: Yes

Onboarding and offboarding

• Getting started: Our project and delivery teams implement the service. Customers then populate the service with their end user database or import their user base using an LDAP agent, entering key service details, such as user email address, allocate tokens to each user and generate the required emails (software tokens) or send hardware tokens, as appropriate.
• Service documentation: Yes
• Documentation formats: PDF
• End-of-contract data extraction: The customer controls their own platforms which use the two-factor authentication element of the service and the customer therefore has full access to their own data on those platforms.
• End-of-contract process: Our project, delivery and support teams will work closely with customers to gracefully close down any services at their contract end and, if required, assist in any transition or migratory tasks with the customer and any new service provider.

Using the service

• Web browser interface: No
• API: No
• Command line interface: No

Scaling

• Scaling available: No
• Independence of resources: Redcentric monitors the capacity of our services. Where capacity thresholds are met we would look to increase capacity following our defined processes.
• Usage notifications: No

Analytics

• Infrastructure or application metrics: Yes
• Metrics types: Other
• Other metrics:
  • Redcentric monitors the remote access platform for availability and performance
  • Platform issues automatically trigger the creation of a fault ticket
  • User Authentication Metrics
• Reporting types:
  • Regular reports
  • Reports on request

Resellers

• Supplier type: Not a reseller

Staff security

• Staff security clearance: Conforms to BS7858:2019
• Government security clearance: Up to Security Clearance (SC)

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 CHECK service provider
• Protecting data at rest:
  • Physical access control, complying with another standard
  • Encryption of all physical media
  • Other
• Other data at rest protection approach: • Industry standard encryption protocols are used to help keep traffic traversing the Internet private. ; • Redcentric does not capture, inspect, analyse, store or share the traffic/data under normal circumstances. ; • Under certain circumstances, when managing a support ticket, Redcentric may capture, inspect, analyse and/or store a small sample of the Customer’s traffic in order to investigate and diagnose a very specific problem, e.g. to help resolve a problem relating to IP packet corruption. Such diagnosis would involve the examination of a small sample of IP packets.
• Data sanitisation process: Yes
• Data sanitisation type:
  • Explicit overwriting of storage before reallocation
  • Deleted data can’t be directly accessed
  • Hardware containing data is completely destroyed
• Equipment disposal approach: Complying with a recognised standard, for example CSA CCM v.30, CAS (Sanitisation) or ISO/IEC 27001

Backup and recovery

• Backup and recovery: Yes
• What’s backed up: Central Platform Configurations
• Backup controls: User are not able to.
• Datacentre setup:
  • Multiple datacentres with disaster recovery
  • Multiple datacentres
• Scheduling backups: Supplier controls the whole backup schedule
• Backup recovery: Users contact the support team

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
  • Bonded fibre optic connections
• Data protection within supplier network:
  • TLS (version 1.2 or above)
  • IPsec or TLS VPN gateway

Availability and resilience

• Guaranteed availability: The Service Level applicable to the Healthcare Secure Remote Access Service is as follows: ; ; Service Level: Availability; Measurement Period: Month; Service Level Not less than 99.5%; ; Exclusions from availability:; In calculating Availability, in addition to the exclusions listed in clause 6.7 of the General Terms the following shall be excluded:; • An extreme volume of users connecting to the platform as a result of an event that is beyond the control of the parties; • Any failure of HSCN connectivity or services; ; Floor service level; The Floor Service Level applicable to the Healthcare Secure Remote Access Service in respect of Availability shall be 85% in any given Month.; ; Service Credits:; Service Availability Service Credit; ≥99.5% none; ≥99.0% but <99.5% 5% of MS; ≥97.0% but <99.0% 15% of MS; <97.0% 20% of MS; In the above table:; “≥” means “greater than or equal to”; “<” means “less than”; “MS” means the total Charges payable in respect of the SRA Service for the same Month
• Approach to resilience: The service is Internet based and endpoint gateways are located in multiple geographically resilient datacentres in the UK. The two-factor token authentication element of the service is geographically resilient across several sites around the world.; ; We have multiple data centres, which are highly available and geographically resilient, with diverse feeds and multiple tier 1 interconnects. Our datacentres have the full redundancies built in around power and cooling and full details can be found within the service definition, detailing all equipment, N+1 set up, power feeds, generators, UPS, switch gear and chilling system.
• Outage reporting: As this is a multiply-resilient service, outages would be reported to our support teams directly. If customer service affecting, our support teams will issue email alerts to affected customers.

Identity and authentication

• User authentication: 2-factor authentication
• Access restrictions in management interfaces and support channels: Redcentric utilises a centralised RBAC (Role Based Access Control) access control system based on the concepts of Least Privilege and Segregation of Duty to manage Redcentric system administrator and Data Centre Operations access to customer data and solutions. ; This access control system is subject to regular audit under our ISO 27001 accreditation and ISMS.; All Redcentric logical access to the customer hosted data must traverse our management environment, which provides segregation and logging controls. ; Management activity logs are retained in a secure (read only) manner for at least one year and are sufficient to provide individual accountability.
• Access restriction testing frequency: At least once a year
• Management access authentication: 2-factor authentication
• Devices users manage the service through: Directly from any device which may also be used for normal business (for example web browsing or viewing external email)

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: At least 12 months
• Access to supplier activity audit information: Users have access to real-time audit information
• How long supplier audit data is stored for: At least 12 months
• How long system logs are stored for: At least 12 months

Standards and certifications

• ISO/IEC 27001 certification: Yes
• Who accredited the ISO/IEC 27001: British Standards Institute
• ISO/IEC 27001 accreditation date: 20/08/2020
• What the ISO/IEC 27001 doesn’t cover: Hosting in external 3rd parties needs to be brought into scope on a per basis. This is a chargeable extra.
• ISO 28000:2007 certification: No
• CSA STAR certification: No
• PCI certification: Yes
• Who accredited the PCI DSS certification: Gemserv Ltd
• PCI DSS accreditation date: 02/06/2022
• What the PCI DSS doesn’t cover: Requirement 1, 2, 3, 4, 5, 6, 7, 8, 10, 11. Appendix A1, A2
• Cyber essentials: Yes
• Cyber essentials plus: Yes
• Other security certifications: Yes
• Any other security certifications:
  • Authorised to process HM Government data marked 'Official-Sensitive'
  • HSCN CN-SP Network provider
  • Certified ISO9001: 2015 - Quality Management Standard
  • Certified ISO22301: 2012 - Business Continuity Standard
  • Authorised to process and store Person Identifiable Data (PID)
  • Certified ISO14001: 2014 - Environmental Management Standard
  • Certified ISO20000-1: 2011 - IT Service Management Standard
  • PSN accredited for the provision of Infrastructure as a Service
  • Information Governance Statement of Compliance (IGSoC)
  • Data Security and Protection Toolkit Compliant

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: As a managed service provider that the delivers services into different vertical sectors (central government, NHS, legal, finance, manufacturing and so on), we take several measures to secure these assets. This requires work to implement, manage and be audited against a number of recognised security standards and frameworks. This benefits all our customers and also provides a recognised and repeatable methodology for delivering services to a higher security level, where required, for specific customer environments.; Redcentric’s policy is to deploy individual customers using physical and logical segmentation appropriate to the client’s operational requirements. Segmentation techniques and technologies including MPLS IP-VPN security, firewalls and VLAN technology are used to ensure a high level of security. Testing is typically done at a service provider level so as to not impact specific customer deployments.; It is the responsibility of Redcentric to provide an assured managed service infrastructure to deploy client services over. Whilst some aspects of security can be abdicated to the client’s service provider Redcentric recommend that customers perform their own assurance testing within the context of their business setting and context. Redcentric will always co-operate with customers around any testing activities and subsequent outcomes.

Operational security

• Configuration and change management standard: Supplier-defined controls
• Configuration and change management approach: Redcentric maintains an ISO 27001 audited configuration and change management process for customer hosting infrastructure. Initial customer hosting deployments are initially configured by a combination of automated provisioning tools and expert system administrators. Newly deployed infrastructure is subject to a peer review prior to being put live.; Customer change management is performed according to Redcentric internal ticketing processes and workflows, providing customers with the ability to request and plan changes by Redcentric system administrators, authorisation mechanisms and visibility of work performed on their hosting environment.
• Vulnerability management type: Conforms to a recognised standard, for example CSA CCM v3.0 or SSAE-16 / ISAE 3402
• Vulnerability management approach: Redcentric proactively manages vulnerabilities within the corporate infrastructure and all infrastructure connected to or participating within 3rd party external networks such as the healthcare network, the public internet and other corporate or partner networks or customer hosting domains.; Redcentric conducts quarterly or as required automated in-depth vulnerability scans of critical internal infrastructure including administrative and orchestration systems, underlying customer host servers, backup infrastructure, edge and intermediate firewalls and load balancers using Nessus. These scans are automatically parsed by our internal configuration and change management system and items requiring investigation escalated directly to DevOps.
• Protective monitoring type: Conforms to a recognised standard, for example CSA CCM v3.0 or SSAE-16 / ISAE 3402
• Protective monitoring approach: Redcentric can provides a range of protective monitoring services including vulnerability management and auditing and assessment services; (such as SIEM).; Redcentric will work with the customer to put in place an approach to Proactive Monitoring which meets the requirements of the customer.
• Incident management type: Conforms to a recognised standard, for example, CSA CCM v3.0 or ISO/IEC 27035:2011 or SSAE-16 / ISAE 3402
• Incident management approach: Redcentric maintains a formal incident management process for internal and customer-impacting incidents that includes triage, containment and remediation and root cause analysis. Roles are defined to provide responsibility for overall command, communications and technical authority. Workflows and related information are managed by our centralised internal ticketing system. Redcentric will inform customers of any security incident that directly impacts on their hosting solution in a timely manner once detected. ; Redcentric defines a customer impacting security incident as a security-related problem which may have actively impacted on the confidentiality, integrity or availability of more than one customer.

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)

Separation between users

• Virtualisation technology used to keep applications and users sharing the same infrastructure apart: No

Energy efficiency

• Energy-efficient datacentres: Yes
• Description of energy efficient datacentres: We have a number of existing facilities which were built before 2011 in use today which have been reviewed and modified to increase their ‘Energy Saving Levels’. No new facilities have been built since this time. ; When new IT equipment or software is sourced and deployed, we review how we can increase our ‘Energy Saving Levels’ and factor this into designs. ; As well as being an operator of services from our facilities we also provide co-location and private cloud hosting. Under the EU code of conduct we endeavour whenever upgrading our facilities to review increasing our ‘Energy Saving Levels’. Where a customer is procuring their own IT equipment, we offer advice and guidance.; In adhering with the EU Code of Conduct for Energy Efficient Datacentres we are committed to;; • The fulfilment of relevant compliance obligations; • Continually working towards improving the environmental management system to enhance environmental performance; • Protection of the environment, including the prevention of pollution and sustainable use of resources; • Working towards incorporating environmental factors into business decisions as standards.

Social Value

• Fighting climate change:

  Fighting climate change

  In recent times ESG has become an important subject for consideration by the boards of companies across the globe and there is increasing demand for transparency and accountability in this area. The UK government has committed to a Net Zero Strategy, with a target to achieve nationwide Net Zero by 2050 and plans to introduce mandatory Sustainability Disclosures Requirements in line with the Taskforce for Climate-related Financial Disclosures framework.; ; Redcentric is fully supportive of this approach, and it is in the process of developing its reporting capabilities in this area. We are committed to developing an ESG strategy that aligns with UN Sustainable Development Goals, to updating our ESG scoring, keeping abreast of the regulatory environment, conducting materiality assessments, publishing our strategy and updating our website with key corporate policies. We are also committed to developing a long-term strategy to achieve Net Zero. Currently Redcentric’s power requirements are met 100% by green energy sources.; ; We are looking to engage with a consultancy firm who will help us to develop a net zero strategy and with some of our ESG reporting requirements that sit under the Environmental pillar. The Board of directors of the Company (the “Board”) is cognisant of the growing importance of ESG and is currently developing a comprehensive corporate ESG strategy with targets to drive further accountability across the business. A full ESG plan will be published at the time of the Company’s preliminary results announcement.; We have maintained our ISO 14001:2015 certification for three years.; Redcentric is a company listed on AIM (Alternative Investment Market), we are required to publish our carbon emissions in our annual reports which are published on the Redcentric website. ; Our Environmental Management System (EMS) was introduced 2018. It is a documented system which is reviewed regularly.
• Covid-19 recovery:

  Covid-19 recovery

  As a key partner to the NHS and working with our healthcare customers, we delivered solutions that enabled business continuity during the pandemic through the provision of secure remote access solutions, national infrastructure, and collaboration services. Redcentric is also proud to have played an active role in supporting the NHS throughout the pandemic, providing services which have provided vital connectivity for new Nightingale hospitals and vaccination hubs.; ; As we move forward from the pandemic, we continue to support our NHS, wider public sector organisations and commercial customers as they move to the new way of working. Providing hosting for critical national infrastructure and solutions that deliver secure access regardless of location and collaboration tools supporting disparate teams.; ; The covid-19 pandemic and the resulting impact had a material influence over the trading environment in which we have operated. Initially we dealt with a surge in demand at the outbreak of the pandemic however we also dealt with a reduction in large scale IT projects as people waited for market and wider environment to stabilise.; ; At Redcentric we continued to operate following our business continuity plan with all staff having the ability to work remotely and only those with roles that dictated it on site, the business did not need to furlough at any point.; ; We have seen encouraging signs of increased customer interactions again and the larger IT projects and paused tenders all now back in progress. Supply issues are being closely monitored by working closely with our supply chain and working with multiple suppliers and partners.; ; Given the tricky headwinds created by covid the performance of the business over the covid period and as we move out of it has been excellent. When compared to the equivalent period pre-covid revenue is up 3.9% and with zero debt.
• Tackling economic inequality:

  Tackling economic inequality

  N/A
• Equal opportunity:

  Equal opportunity

  Equality and diversity; Redcentric actively supports the principle of equal opportunities in employment and is committed to ensuring that individuals are treated fairly, with respect and are valued. Redcentric opposes all forms of unlawful or unfair discrimination on the grounds of colour, race, religion or belief, nationality, ethnic or national origin, sex, gender reassignment, sexual orientation, marital or civil partner status, age, or disability (the "Protected Characteristics"). It is important to Redcentric that no one receives less favourable treatment or be disadvantaged on any of the above grounds. Every possible step will be taken to ensure that individuals are treated equally and fairly and that decisions on recruitment and selection and opportunities for training and promotion are based solely on objective and job-related criteria.; Gender Pay Gap Report; Our gender pay report at the snapshot date of 5th April 2021 showed that the overall difference between men and women’s earnings at Redcentric was 21% (mean) or 18% (median), based on hourly rates of pay at the snapshot date of 5th April. Like most organisations in our industry, the primary reason for our gender pay gap is an imbalance of male and female colleagues at different levels across the organisation. We are confident as we make progress towards achieving greater gender balance across all roles within Redcentric.; Learning and Development; We have a strong ethos of upskilling and supporting the development of our colleagues.; • Apprenticeship programmes - gain qualifications in networks, data storage, computing and electro-technical systems; • Work Experience Programme ‘Redcentric Set Go’ – allowing local students to gain experience within the workplace to enhance their skills and CV; • Learning Management System (Talent LMS) which allows employees to gain access to multiple training modules to enhance their development
• Wellbeing:

  Wellbeing

  At Redcentric, the wellbeing of our colleagues is incredibly important to us. Over the last 12 months we have introduced a whole host of wellbeing initiatives aimed at improving our colleagues mental and physical health.; Hybrid working model has allowed our colleagues more flexibility and encouraged them to gain work: life balance. ; Our Wellbeing Channel hosts resources that support mental and physical health including webinars, mental health resources for children and recordings of our yoga and mindfulness sessions.; The Met Life Wellbeing Hub is available to all employees, providing a range of wellbeing support and access to services including therapy, counselling, legal and financial management information. ; Linking in with our CSR strategy, we have created a Wellbeing calendar that highlights awareness weeks throughout the year, such as Men’s Health Week, Stress Awareness Week and World Mental Health Day. This is accessible on our Wellbeing Teams channel.; The Board leads by example with respect to promoting a healthy corporate culture and ensuring that ethical values and behaviours are embedded in the business. The processes in place for decision making which are documented in its committee terms of reference, the Company’s share dealing code and the requirement for regular disclosure of interests are all examples of processes which require high standards of behaviour from the Board.; Employment policies adopted by the Company, such as its whistleblowing and anti-bribery policies assist in embedding a culture of ethical behaviour and the values set out in its corporate social responsibility statement.; We’ve trained over 20 Mental Health First Aiders across the business with the aim of having at least one in every team and generate continuous engagement through planned initiatives. Our ‘Let’s Talk Service’ is a designated time in the diary each week for Mental Health First Aiders to keep free.

Pricing

• Price: £10 a unit a month
• Discount for educational organisations: No
• Free trial available: 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 tenders@redcentricplc.com. Tell them what format you need. It will help if you say what assistive technology you use.