INCHARGE HQ LIMITED

inCharge - Empowering family care teams with a user-friendly mobile app.

inCharge empowers people and families with intuitive technology that enhances care and galvanises relationships.

We prioritise people, ensuring those who need support can live well with choice and dignity.

Our app tools nurture and strengthen the care experience, making it more organised, supportive, and transparent for everyone involved.

Features

• Person centred & family focused app.
• Built in partnership with our co-design community.
• Cloud based & responsive.
• Supports multiple users across one family support team
• Secure sign in.
• About, Daily Diary and Team Schedule.
• Control edits to About/Team sections with co-admin features
• GDPR compliant.
• We specialise in working with people with learning disabilities.
• Support for people, for families, for organisations.

Benefits

• We are committed to uncovering and inspiring practical solutions.
• Our approach is rooted in honest, authentic communication.
• We help people to unlock their imagination and set goals
• We help families find creative daily life strategies.
• We facilitate co-production within organisations to reveal actionable insights.
• We bring empathy, vision, and real-life experience to every challenge.
• We support people to manage their personal budgets.
• We help people and families access the care they need.
• We help organisations empower those they care for.

• Education pricing 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 leeann@inchargehq.com. Tell them what format you need. It will help if you say what assistive technology you use.

Framework

G-Cloud 15

Service ID

739349241880216

Contact

Leeann Monk-Ozgul
07761410496
leeann@inchargehq.com

About your service

• Service categories:

  Applications

  Production and operations

  Service industry and public sector operations

  • Healthcare
  • Social Security Administration
  • Adult Social Care
  • Children's Social Care
• Multi cloud support: Yes

Service scope

• Software add-on or extension: No
• Cloud deployment model: Public cloud
• Service constraints: There are no constraints that we are aware of.
• System requirements:
  • An Internet connection for communication.
  • A smart phone or smart device (IoS or Android).

User support

• Email or online ticketing support: Yes
• Support response times: InCharge provides email and phone support, Monday to Friday, 9am until 5pm, excluding bank and public holidays.; ; Although highly unlikely, if ever a customer wanted to consider extended weekday hours support or support at weekends or on holidays, we would be happy to discuss, but there would be additional charges.; ; We aim to answer all calls immediately and respond to all emails within 2 hours.
• 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
• Onsite support: Yes, at extra cost
• Support levels: InCharge provides email and phone support, Monday to Friday, 9am until 5pm, excluding bank and public holidays.; ; Although highly unlikely, if ever a customer wanted to consider extended weekday hours support or support at weekends or on holidays, we would be happy to discuss, but there would be additional charges.; ; We aim to answer all calls immediately and respond to all emails within 2 hours.
• Support available to third parties: Yes

Onboarding and offboarding

• Getting started: The app is easily downloadable and full online help is available to configure the app to the users requirements and needs.; ; Online help is available in all sections of the app should this be require, although inCharge is designed to be intuitive for the modern, mobile, app era age.; ; Additional remote, online and on-site support and training can be provided if required.
• Service documentation: Yes
• Documentation formats:
  • ODF
  • PDF
• End-of-contract data extraction: An export data function is under development at the time of submission.
• End-of-contract process: An export data function is under development at the time of submission.; ; If a user wishes to stop using the app then they simply stop the renewal of their subscription to it.
• Documentation accessibility standard: WCAG 2.2 AA

Using the service

• Web browser interface: No
• Application to install: Yes
• Compatible operating systems:
  • Android
  • IOS
• Designed for use on mobile devices: Yes
• Differences between the mobile and desktop service: Our app has been developed for mobile devices, and runs native on IoS and Android.
• Service interface: No
• User support accessibility: WCAG 2.2 AA
• API: No
• Customisation available: Yes
• Description of customisation: Users can customise their version of the app to reflect their needs and requirements for care, budgets, diaries, schedules, etc.; ; The app itself is provided as standard and is not itself configurable.

Scaling

• Independence of resources: Our cloud based app auto scales.; ; The cloud technologies used allows our application to add resources such as additional memory, CPUs to handle large amount of users and high usage demand.; ; The cloud software uses regions to also manage high usage demand, meaning high usage demands in one region will not affect any other regions.; ; In each region multiple copies of the application can be created as user demand increases meaning users can be provisioned and more resources can be dedicated to handle more users.

Analytics

• Service usage metrics: Yes
• Metrics types: Users can see how much they have spent, profile what on, see trends, report on budgets and activities etc.
• Reporting types: Real-time dashboards
• Resource tagging: Yes
• FOCUS resource tagging: Yes

Resellers

• Supplier type: Not a reseller

Staff security

• Staff security clearance: Other security clearance
• Government security clearance: Developed Vetting (DV)

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 once a year
• Penetration testing approach: ‘IT Health Check’ performed by a CHECK service provider
• Protecting data at rest:
  • Physical access control, complying with CSA CCM v4.0
  • Encryption of all physical media
• Data sanitisation process: Yes
• Equipment disposal approach: A third-party destruction service
• 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: An export data function is under development at the time of submission.
• Data export formats: Other
• Other data export formats: Export data function under development at the time of submission.
• Data import formats: Other
• Other data import formats: Export/Import data function under development at time of submission.

Data-in-transit protection

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

Availability and resilience

• Guaranteed availability: We aim to have our app to be available 100% of the time, 24/7. ; ; The nature of our app means that we cannot control the networks that our users may utilise to access inCharge (eg: Wi-Fi, internet, mobile phone data networks, etc).
• Approach to resilience: Our datacentre provides various approaches to ensure high availability and resilience of our service. Approaches include; ; Automated database replication and self-healing clusters ensures resilience by making identical copies of the primary data storage as secondary storage and self healing helps if the primary database fails then one of multiple secondary databases can be switch to. This ensures little to no downtime.; ; Multi region clusters helps reduce the impact of all users being effected by cloud downtime. If one region goes fails the other regions remain operational for users to uses. If a cloud provider fails for whatever reason our datacentre can switch between multiple cloud providers to ensure high availability and resilience. The datacentres monitoring tools can be used to predict potential future failures and prevent before occurrence.
• Outage reporting: In the unlikely event of an outage to our platform, we communicate the outage to our customers via email, and to all users via a message at the entrance to the app.

Identity and authentication

• User authentication needed: Yes
• User authentication:
  • Multi-Factor Authentication (MFA)
  • Username or password
• Access restrictions in management interfaces and support channels: Yes, via the usage of MFA and userid and password.
• Access restriction testing frequency: At least every 6 months
• Management access authentication:
  • Multi-Factor Authentication (MFA)
  • 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: We have a full suit of security governance measures and documentation in place.
• Information security policies and processes: We have a full suit of security policies and processes in place and we ensure they are enforced internally via contracts of employment, onboarding and induction processes and regular refresher training.
• Software Security Code of Practice: Yes

Operational security

• Configuration and change management standard: Supplier-defined controls
• Configuration and change management approach: Due to the nature of our app our team track all internal and external changes requests through our project management tools. ; ; Any changes made to the software application by the development team are tracked and appear as release notes in the updated app.
• Vulnerability management type: Supplier-defined controls
• Vulnerability management approach: Our vulnerability management process includes the following components:; ; 1) vulnerability scan every year, 2) define remediating action, 3) implement remediating actions, 5) rescan to gauge impact of remediation plan.; ; Once we have identified vulnerabilities, we deploy patches as soon as possible to our services. Whilst this can vary depending on the complexity of the patch, we aim for within a few weeks.; ; We get information about potential threats from vulnerability scans through our cloud provider.
• Protective monitoring type: Supplier-defined controls
• Protective monitoring approach: We use our cloud providers security monitoring tools. ; ; If a compromise is identified, immediate action is taken such as deletion of compromised access keys to stop access to the cloud provider. ; ; Remove resources that are compromised or created as a result of the compromise. After compromise is removed regular audits are completed for a short time to reduce the risk of missed compromises.
• Incident management type: Supplier-defined controls
• Incident management approach: Users contact the Service desk to log a call and is provided with a reference number and applied a priority.; ; A member of the Service Desk will perform first line troubleshooting and diagnostics, if the first line troubleshooting and diagnostics resolves the issue then it is agreed with the user to close the issue.; ; If first-line action can't revolve the issue, then the issue is communicated to the relevant team(s) for detailed investigation to resolve the issue. ; ; Once resolved, in agreement with the user the issue is closed. However, if the issue cannot be resolved the escalation process begin.
• Post-quantum cryptography secure: No

Secure development

• Approach to secure software development best practice: Conforms to a recognised standard, but self-assessed

Public sector networks

• Connection to public sector networks: No

Pricing

• Discount for educational organisations: Yes
• 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: 2.5%
• Between £500,001 and £1,000,000: 5%
• Between £1,000,001 and £2,500,000: 7.5%
• Between £2,500,001 and £5,000,000: 10%
• Over £5,000,001: 12.5%

Non-mandatory Standards and certifications

• ISO/IEC 27001 certification: No
• ISO 28000:2022 certification: No
• ISO 9001 certification: No
• Quality management systems (QMS): Yes
• CSA STAR certification: No
• PCI certification: No
• Cyber essentials: No
• Cyber Essentials Alternative: In relation to the services you do not have a current and valid Cyber Essentials certificate which has been awarded by one of the government approved Cyber Essentials accreditation bodies but you are working towards gaining it, and will be in a position to confirm that you have been awarded a current and valid Cyber Essentials certificate by one of the government approved accreditation bodies within 12 months of the date of award.
• Cyber essentials plus: No
• Cyber Essentials Alternative: None of the criteria
• 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

    • Payment of more than the National Minimum Wage or National Living Wage (as appropriate) to the contract workforce
    • 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
    • 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

  • 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
    • Understanding of local demographics, needs and opportunities for the co-design of the goods, services and works to be delivered under the contract
    • Methods for engaging with different parts of the community (including the education system and charities representing the community) and how communities come together to inform decisions, strategy and projects to leave a positive legacy for future generations

  • 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

  • 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 leeann@inchargehq.com. Tell them what format you need. It will help if you say what assistive technology you use.