BOOKINGLAB LIMITED

GovBook | NHS Booking System

Built with 50+ NHS clinics, our NHS Booking System transforms how services are booked and managed. It improves patient experience, increases efficiency, reduces cost to serve, and strengthens reporting. Secure and accessible by design, it supports high booking volumes across unlimited locations with clear oversight and control.

Features

• Fully configurable booking rules, workflows, diaries, and guidance
• Criteria-based pathways and guidance messages intelligently guide users through journeys
• Send automated reminders and essential booking information to NHS patients
• Configurable rules maintain control while automating administrative processes
• Admin portal for managing booking availability, resources, and staff
• Custom KPI dashboards and CSV booking reports that improve visibility
• Secure: ISO27001, UK GDPR, and Cyber Essentials Plus certified
• Accessible: WCAG 2.2AA compliant and built for mobile booking
• Flexible self-check-in via mobile, in-clinic kiosks, or staff
• Book via preferred language at NHS clinics with earlier appointments

Benefits

• Improve patient flow through AI-optimised scheduling and capacity planning
• Save staff time by streamlining and automating booking-related admin processes
• Reduce costs and your overreliance on costly booking/communication channels
• Improve the patient experience with 24/7 access and multilingual booking
• Connect booking workflows to internal systems and eliminate silos
• Align resources with demand and reduce no-shows with booking data
• Improve patient communication with automated reminders and real-time updates
• Increase first-time resolution using criteria-based pathway controls
• Gain clear visibility into performance with custom dashboards and reports
• Deliver a consistent UX with NHS branding and integrated workflows

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@bookinglab.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

736783385622818

Contact

Chad Duggan
03334440203
info@bookinglab.co.uk

About your service

• Service categories:

  Application Development and Deployment

  Application development

  • Software construction components
  • Business rules management

  Modelling and architecture

  • Enterprise Architecture Tools
• Multi cloud support: No

Service scope

• Software add-on or extension: No
• Cloud deployment model:
  • Public cloud
  • Private cloud
• Service constraints: Any service constraints are handled and managed by bookinglab.
• System requirements:
  • Modern web browser
  • Internet connection to the online service

User support

• Email or online ticketing support: Yes
• Support response times: Please refer to our Service Level Agreement included with our Terms and Conditions.
• 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: No
• Onsite support: Yes, at extra cost
• Support levels: Core support is provided between 9am – 5pm Monday to Friday.; ; Our supported customers receive access to our Support Desk; SLAs for response and resolution are included as standard and part of the annual license fee. 'How to' video guides, FAQ knowledge-base and a getting started training manuals available.; ; As well as proactively monitoring your performance and providing regular platform-wide improvements, our Support Team will answer general queries about the solution, resolve technical issues and manage any escalations.; ; 24/7/365 support available on request only and must be included in an agreed Statement of Work.
• Support available to third parties: Yes

Onboarding and offboarding

• Getting started: Approved customers are on-boarded through the creation of GovBook Staging and Production Environments.; ; bookinglab has a highly skilled configuration team who are able to assist with the initial setup and configuration of the system to meet the individual client needs. From this point the client will be able to alter those configurations themselves.
• Service documentation: Yes
• Documentation formats:
  • HTML
  • PDF
• End-of-contract data extraction: GovBook can export data in several different ways depending on the receiving platform. SFTP is commonly used for CSV data, but our API can also support secure JSON data streams over HTTPS in and out of the platform. If the existing data transfer options are insufficient, we also employ a tightly-bound micro-services architecture as a core part of our platform, which allows us to create very small and simple bespoke services to send or receive data from almost any 3rd party source.
• End-of-contract process: Off-boarding follows the publication of automated emails and then the closure of their bookinglab account.; ; It is the customer’s responsibility to download all collected data prior to the project completion. This can be exported directly from the platform admin interface. All booking and customer data can be extracted in a number of formats to ensure a safe and secure migration to any new systems being used. This would be an agreed format between the supplier and buyer.
• 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: No
• Designed for use on mobile devices: Yes
• Differences between the mobile and desktop service: The booking platform is built from the ground up as a mobile-based application. All features and functionality delivered by the product are compatible with both Mobile and Desktop supported browsers.
• Service interface: Yes
• User support accessibility: WCAG 2.2 AA
• Description of service interface: The user interface is accessible using a supported web browser.
• Accessibility standards: WCAG 2.2 AA
• Accessibility testing: The platform is designed and tested to meet WCAG AA standards.
• API: Yes
• What users can and can't do using the API: GovBook supports a HAL based REST API that allows you to manage all aspects of the platform.; ; This is separated into three different APIs:; ; Public - The public API does not require authentications and it enables you to get information about services, resources, events, add items to the basket, view basket and checkout.; ; Member - The member API enables you to log in as a member, make bookings and amend or cancel their previously made bookings.; ; Admin - The admin API enables you to administer the account, such us create or amend people, resources or clients and view bookings.; The request format of the three APIs are:; ; Full developer documentation can be found at: community.bookinglab.co.uk
• 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: Examples of areas of the booking system that can be customised include - additional services, additional resources, additional staff members, user levels, hierarchical user structures, notification settings, interface, layout, branding, pre and post booking questions.; ; Users can customise the system via platform configuration, in-house custom development or bookinglab services.; ; bookinglab has a highly skilled configuration team who are able to assist with the initial setup and configuration of the system to meet the individual client needs. From this point the client will be able to alter those configurations themselves.

Scaling

• Independence of resources: Via a dedicated cloud service or auto scaling policies.

Analytics

• Service usage metrics: Yes
• Metrics types: Bookinglab monitors availability from 3 locations; traditional server performance monitoring tools, hypervisor and load-balancer control panel systems (via Amazon) and external third-party availability monitoring packages. Other metrics are extracted from the system using report generation processes. We provide information on system uptime; Service Level Agreement metrics; security related metrics.
• Reporting types: 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: Security Clearance (SC)

Asset protection

• Knowledge of data storage and processing locations: Yes
• Data storage and processing locations:
  • United Kingdom
  • European Economic Area (EEA)
• User control over data storage and processing locations: Yes
• Datacentre security standards: Managed by a third party
• Penetration testing frequency: At least every 6 months
• Penetration testing approach: ‘IT Health Check’ performed by a CREST-approved service provider
• Protecting data at rest:
  • Physical access control, complying with another standard
  • Encryption of all physical media
  • Scale, obfuscating techniques, or data storage sharding
• Data sanitisation process: Yes
• Equipment disposal approach: Complying with a recognised standard, for example CSA CCM v4.0, CAS (Sanitisation) or ISO/IEC 27001
• Data sanitisation type:
  • Deleted data can’t be directly accessed / Cryptographic Erasure
  • Explicit overwriting of storage before reallocation / Secure Erase

Data importing and exporting

• Data export approach: Each organisation has complete access to their database, extensive Web Services API’s and development tools. All data is completely exportable, transferable and secure.
• Data export formats:
  • CSV
  • Other
• Other data export formats: JSON
• Data import formats:
  • CSV
  • Other
• Other data import formats: JSON

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

Availability and resilience

• Guaranteed availability: Bookinglab guarantees that the Booking Service will be available, excluding Downtime caused by Scheduled Maintenance, Emergency Maintenance or a Force Majeure Event, 99.5% of the time in a given calendar month (1st day to last day) ("Service Level"). The Service Level will not apply (and therefore no Service Credits will be applicable) to the extent that any Service Level Failure is caused by a failure of the Customer to comply with any Customer dependency or obligation, detailed in a Statement of Work or Order Form or the Master Subscription Agreement.; ; If, as recorded at the end of a calendar month, the Booking Service fails to achieve the Service Level, Customer is eligible to receive a Service Credit as detailed in the table below. The Service Credit percentage will be calculated in relation to the Fees payable in the month in which the Service Level Failure occurred.; ; Uptime in a calendar month - (Service Credit); Less than 99.5% but greater than or equal to 99.0% - (5%); Less than 99.0% but greater than or equal to 95% - (15%); Less than 95% but greater than or equal to 90% - (50%); Less than 90% - (100%)
• Approach to resilience: Available on request.
• Outage reporting: Monthly report provided via the Customer Success team.; ; More information available on request.

Identity and authentication

• User authentication needed: Yes
• User authentication:
  • Multi-Factor Authentication (MFA)
  • Identity federation with existing provider (for example Google Apps)
  • Limited access network (for example PSN)
  • Dedicated link (for example VPN)
  • Username or password
• Access restrictions in management interfaces and support channels: Named representatives only by user role.
• Access restriction testing frequency: At least every 6 months
• Management access authentication:
  • Multi-Factor Authentication (MFA)
  • Identity federation with existing provider (for example Google Apps)
  • 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 have access to real-time audit information
• 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: No
• Security governance approach: Follow ISO27001.
• Information security policies and processes: Bookinglab adopt:; Internal audits in line with ISO27001;; Any deviations logged as tickets and fully investigated;; Issues mitigated.; Managed by our Engineering team.
• Software Security Code of Practice: Yes

Operational security

• Configuration and change management standard: Complies with a recognised standard, for example CSA CCM v4.0 or SSAE-18 / ISAE 3402
• Configuration and change management approach: Service components continue to be tracked and reviewed monthly, with risk assessments on security impacts.
• Vulnerability management type: Complies with a recognised standard, for example CSA CCM v4.0 or SSAE-18 / ISAE 3402
• Vulnerability management approach: Servers are built and attached to configuration management systems before being tested and permitted to access data, or accessed by the internet. These systems apply security requirements, including remedial actions found during penetration tests. Monitoring and IDS systems monitor for vulnerable settings, and alert engineers.; ; Weekly reviews of CVE vulnerabilities are performed. Staff subscribe to updates from core news sources. Security incidents and vulnerabilities are investigated by the ISM and Operations. Issues are dealt with on the associated threat. Key contact points exist with customers.; ; Patches are deployed on a priority basis, critical patches being deployed as soon as possible.
• Protective monitoring type: Complies with a recognised standard, for example CSA CCM v4.0 or SSAE-18 / ISAE 3402
• Protective monitoring approach: Bookinglab monitors availability from 3 locations; traditional server performance monitoring tools, hypervisor and load-balancer control panel systems ( via Amazon ) and external third-party availability packages.; ; Real-time Intrusion Detection Systems are installed on all servers. Logs and activities are monitored at 3 levels - On-host, central in-environment, and bookinglab central log management locations. This allows for per-server IDS services. File integrity is ensured by the IDS system and server monitoring. Core files that are managed by central configuration management are monitored and reverted if changes are found. Alerts are directed to the Operations team, who operate an on-call 24/7/365 rota.
• 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: Bookinglab responds to incidents based on the terms of the Master Service Agreement that is in place between bookinglab and each customer. These terms are agreed as part of the contract process and defines the response process for 4 levels of incident, ranging from P1 (service inoperable) to P4. Incident reports are directed to the customer via an agreed process. This is usually passed between the bookinglab Account Manager and a nominated representative at the customer.; ; bookinglab incorporates automation of issue resolution actions, where possible. Other issues have defined steps stored in an incident management wiki.
• 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: No

Pricing

• Discount for educational organisations: No
• Free trial available: No

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

• Less than £250,000: 0%
• Between £250,000 and £500,000: 5%
• Between £500,001 and £1,000,000: 10%
• Between £1,000,001 and £2,500,000: 20%
• Between £2,500,001 and £5,000,000: 20%
• Over £5,000,001: 20%

Non-mandatory Standards and certifications

• ISO/IEC 27001 certification: Yes
• Who accredited the ISO/IEC 27001: ISO Quality Services Limited
• ISO/IEC 27001 accreditation date: Friday 4 April 2025
• What the ISO/IEC 27001 doesn’t cover: No areas applicable - All parts of the service are covered by the scope of ISO27001 certification.
• ISO 28000:2022 certification: No
• ISO 9001 certification: No
• Quality management systems (QMS): Yes
• CSA STAR certification: No
• PCI certification: Yes
• Who accredited the PCI DSS certification: Security Metrics
• PCI DSS accreditation date: Monday 28 April 2025
• What the PCI DSS doesn’t cover: No areas applicable - All parts of the service are covered by the scope of PCI DSS certification.
• Cyber essentials: Yes
• Please provide your Cyber Essentials Certificate Number: De4dfd06-8eb1-44bc-9023-7311dfd357cd
• Cyber essentials plus: Yes
• Please provide your Cyber Essentials Plus Certificate Number: E1bd200a-0ba5-48d2-b305-c44d9d9d4d5a
• Other security certifications: No

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
    • 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 report and address bullying and harassment
    • Payment of more than the National Minimum Wage or National Living Wage (as appropriate) to the contract workforce
    • 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
    • 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
    • Volunteering opportunities for staff
    • 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

  • 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.

    • Understanding of employment and relevant skills issues, and of the education and training issues relating to the contract. Illustrative examples: demographics, skills shortages, new opportunities in high growth sectors, geographic/local community and skills/employment challenges

  • 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
    • Plans for engaging a diverse range of businesses in engagement activities prior to appointing subcontractors (including activities prior to award of the main contract and during the contract term)
    • 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
    • Plans for positive actions with community groups.
    • 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
    • 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
    • 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

  • 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 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

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