GoodSAM Limited

GoodSAM Cardiac, Alerting/Dispatch and Lone Working

The GoodSAM Cardiac and Alerting System enables services to alert, task and deploy volunteers, first responders and staff, via the GoodSAM App to emergencies and where help is required. It also provides an emergency equipment (defibrilator, bleeding, water / fire rescue equipment) registry, emergency video and lone working system.

Features

• Alerting - Highly controlled and governed, algorithmic geo-located responder alerts
• Mapping - Guiding responder to incident and mapping reources
• Life-saving Asset register - defibrilators, bleedkits, water, fire equipment
• Major Incident management - override silent and communicate with staff
• Video - responder can stream direct to control for advice
• Lone Working Guardian - panic button, instant location/video.
• "Buzz Radio" - enables responders to communicate with each other
• Reporting - comprehensive reporting system for events
• Data Analytics - in built analytics and restful API integration
• Opiod overdose, volunteer management and other systems builtin

Benefits

• Save Lives - a GoodSAM response triples cardiac arrest survival
• Highly goverend - Services have complete control over who alerted.
• NHS Single sign on built in
• Resource management (especially in major incident)
• Already integrated with teaching platforms (life-saver.org.uk)
• CAD integration making alerting / dispatch faster
• Evidence - considerable body of evidence of improved survival
• Access an ever growing community of responders
• Customisable tiers / categories of staff / responders
• Upload kml maps to ascribe specific responses in specific regions

£40,000 to £50,000 an instance a year

• 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 enquiries@instant.help. Tell them what format you need. It will help if you say what assistive technology you use.

Framework

G-Cloud 14

Service ID

771069078217164

Contact

Mark Wilson
03330900722
enquiries@instant.help

Service scope

• Software add-on or extension: No
• Cloud deployment model: Public cloud
• Service constraints: GoodSAM has never had any downtime for maintenance. Our systems work across iOS and Android phone operating systems and all modern web browsers.; Other than having internet access, there are no service constraints.
• System requirements: Any computer / tablet /smartphone with internet access

User support

• Email or online ticketing support: Email or online ticketing
• Support response times: We respond within 1 hour to all client administrator emails
• User can manage status and priority of support tickets: Yes
• Online ticketing support accessibility: WCAG 2.1 AAA
• Phone support: Yes
• Phone support availability: 24 hours, 7 days a week
• Web chat support: No
• Onsite support: Onsite support
• Support levels: We provide 24/7 support to administrators of all critical services. This is Tier 2-4 by phone and email. ; ; For emergency services and when used as intended, this is included within the cost framework. Additional support for example for bespoke developments is charged at £200/ hour.; ; We also provide Basic IT support (Tier 1) from 08:30 to 17:00 to all users of the platform, again, this is at no additional cost.; ; We provide a technical account manager as well as a project manager who overseas each customers instance of GoodSAM.
• Support available to third parties: Yes

Onboarding and offboarding

• Getting started: Set up of GoodSAM Cardiac requires both technical integration and community (responder) creation, both of which GoodSAM have considerable experience in and provide support for. A project manager is assigned to each service to oversee set up and deployment. ; ; Set up usually requires creation of a timeline for go live, support during any governance / secuirty processes and technical set up. We can also support community creation for example through social media campaigns.; ; Training is provided and can be onsite / remote through webinars as well as pre-recorded videos and documentation. We provide a "training the trainer" approach altough experience shows that the GoodSAM interface is extremeluy intuitive and support is usually minimal.; ; For GoodSAM Cardiac and Alerting, most services adopt a phased roll-out, for example, initially to staff, then trusted responders before the public. We provide support with each of these steps and also run conferences / specific webinars, to engage the community further.
• Service documentation: Yes
• Documentation formats:
  • HTML
  • ODF
  • PDF
  • Other
• Other documentation formats: Video
• End-of-contract data extraction: At end of contract and with client agreement, client data is transfered to their servers / databases in a format of their choice.; It is then deleted from GoodSAM servers which are zero coded to ensure no subsequent retrival is possible.
• End-of-contract process: At the end of contract, GoodSAM transfers all customer data to their servers / databases via their chosen method and then removes it from ours (with zero coding). There is no cost for this unless there is a specific bespoke aspect which carries cost to GoodSAM that we would pass onto the customer.

Using the service

• Web browser interface: Yes
• Supported browsers:
  • Internet Explorer 11
  • Microsoft Edge
  • Firefox
  • Chrome
  • Safari
  • Opera
• Application to install: No
• Designed for use on mobile devices: Yes
• Differences between the mobile and desktop service: GoodSAM provides a browser based administrative consol (available at www.goodsamapp.org) used by emergency / administrator staff to manage the system. This is device agnostic and will work on computers, tablets and phones. ; ; GoodSAM also provides an iOS / Android App for responders. This is the component that geolocates staff / volunteers and deploys them if triggered.; ; When an administrator logs into the App, much of the advanced functionality (for example, initiating videos) is still present, however, for "rule" setting and general administration we would recommend using the web based portal.
• Service interface: Yes
• User support accessibility: WCAG 2.1 AAA
• Description of service interface: The GoodSAM website is an intuitive dashboard that enables administrators / dispatcher to manage multiple functionalities with ease. The interface is divided into a settings area (where various parameters can be set) and an active incident / resources area (where live incidents can be viewed and managed). The core incident / resources area utilises a map (Google, Ordanance Survey or bespoke) over which the incident / incoming video / other data is displayed.; ; The GoodSAM App has an easy to use interface which optimises to the users permissions.
• Accessibility standards: WCAG 2.1 AAA
• Accessibility testing: Both the website and app interfaces undergo constant user testing and feedback. This includes users who struggle with technology (many volunteer responders are older) as well as people with impairments who have additional accessibility requirements. This is required to support our very large NHS volunteer base. At peak during covid this included 800,000 NHS Volunteers. As such, many supportive features (such as read over text) were incorporated. This is constantly assessed and reviewed.
• API: Yes
• What users can and can't do using the API: GoodSAM provides a restful API which provides comprehensive functionality to all services offered by GoodSAM. This enables integrations with CAD services, bespoke databases (e.g. AED registers), patient record documents and analytic tools such as PowerBI.; ; Users can automatically access and manage the API through the dashboard and easily make changes following the API documentation or through our support services. There are no limitations within the API.
• API documentation: Yes
• API documentation formats: Open API (also known as Swagger)
• API sandbox or test environment: Yes
• Customisation available: Yes
• Description of customisation: The GoodSAM platform can be easily customised by administrators such that the platform / phone app alter depending on other users permissions. This enables the switching on and off of functionalities for different groups of people. This is done within the administrator (browser based) dashboard.; ; Additionally there are a plethora of other customisable features, for example, the text message accompanying alerts and standdowns / closing; the ability to open the organisational directory to App users and the ability to communicate back to the clinical hub.; ; Other customisable features (such as the logo) can be configured by GoodSAM under instruction from the client.

Scaling

• Independence of resources: GoodSAM is a highly available solution built on top of an elastic infrastructure which means we can scale immediately as demand increases. GoodSAM has multiple clusters of servers and each cluster is horizontally scalable in terms of numbers of servers to meet the required demand. ; GoodSAM already powers all the UK 111 video services as well as almost all police services, however as a demonstration of scalability, when asked to recruit and manage 800,000 NHS Volunteers in the pandemic, our servers at peak had 4,000 sign up per second and this was handled with no interuptions.

Analytics

• Service usage metrics: Yes
• Metrics types: GoodSAM provides comprehensive service usage metrics which can be found in the web dashboard, through the API (plugged into analytic tools such as PowerBI), and we can provide regular reports or reports on request as we do for many customers.; Within these analyses, many variables can be reported, from individual users to responses to up/downtime.
• Reporting types:
  • API access
  • Real-time dashboards
  • 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 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 3.0)
• Penetration testing frequency: At least once a year
• Penetration testing approach: ‘IT Health Check’ performed by a Tigerscheme qualified provider or a CREST-approved service provider
• Protecting data at rest:
  • Physical access control, complying with CSA CCM v3.0
  • Physical access control, complying with SSAE-16 / ISAE 3402
  • Encryption of all physical media
  • Scale, obfuscating techniques, or data storage sharding
• Data sanitisation process: Yes
• Data sanitisation type:
  • Explicit overwriting of storage before reallocation
  • Deleted data can’t be directly accessed
• Equipment disposal approach: Complying with a recognised standard, for example CSA CCM v.30, CAS (Sanitisation) or ISO/IEC 27001

Data importing and exporting

• Data export approach: There are a number of ways users can export data:; ; 1) In built csv file creation: GoodSAM provides an in browser analytics tool that can search, graph and provide CSV file data of many aspects of data.; 2) The Restful API enables both data export and analysis through tools such as PowerBI.
• Data export formats:
  • CSV
  • Other
• Other data export formats:
  • Xml
  • Json
• Data import formats:
  • CSV
  • Other
• Other data import formats:
  • Xml
  • Json

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)
  • IPsec or TLS VPN gateway

Availability and resilience

• Guaranteed availability: We guarantee a 99.9% service availability with less than 10 min downtime / month. Service credits can be applied if this is breached however in 11 years, we have had zero downtime.
• Approach to resilience: GoodSAM IT Continuity Overview:; ; GoodSAM Infrastructure is built for security, reliability as well as elastic scaling. This has meant zero downtime since we went live 10 years ago.; ; Cluster Replication: GoodSAM Platform is a highly available platform with multiple clusters and multiple servers in each cluster. We have 3 clusters available in 3 availability zones, hosted in AWS London. We use elastic load balancing to balance the load between clusters and between servers in each cluster. If any of the application servers or cluster goes down, the load is automatically redirected and client experience won't degrade. All of our clients are built to retry automatically and tolerate network or server crashes.; ; In terms of Databases, again we use AWS multi-AZ RDS solution, mirroring the above scenario, the database will have one master and 2 replicas on standby for high availability. In case of maintenance or disasters, the load is automatically redirected, and other replicas become the primary master with no data loss as all the writes are transactional within the quorum. Furthermore, all the databases are backed up nightly and can be restored in seconds/minutes (depending on the size of the instance and its CPU capability) if need be.
• Outage reporting: We have had no outages in our 10 years of service, however, if there was to be an outage, we would immediately inform our customers though an API, push notification and email alert.

Identity and authentication

• User authentication needed: Yes
• User authentication:
  • 2-factor authentication
  • Public key authentication (including by TLS client certificate)
  • Identity federation with existing provider (for example Google Apps)
  • Username or password
• Access restrictions in management interfaces and support channels: Different accounts have different levels of permissions.; ; These accounts are controlled by the administrators within an organisation.; ; This means, without appropriate permissions, users cannot access management interfaces or support channels that should not be open to them.; ; All account changes are fully audited.
• Access restriction testing frequency: At least every 6 months
• Management access authentication:
  • 2-factor authentication
  • Public key authentication (including by TLS client certificate)
  • Identity federation with existing provider (for example Google Apps)
  • 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

Standards and certifications

• ISO/IEC 27001 certification: Yes
• Who accredited the ISO/IEC 27001: British Assessment Bureau
• ISO/IEC 27001 accreditation date: 14/09/2022
• What the ISO/IEC 27001 doesn’t cover: No restrictions reported
• ISO 28000:2007 certification: No
• CSA STAR certification: No
• PCI certification: No
• Cyber essentials: Yes
• Cyber essentials plus: No
• Other security certifications: No

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: GoodSAM has comprehensive security policy and processes.; ; Firstly, all staff are enhanced DBS checked and undergo security training at induction and yearly subsequently.; ; Secondly, no staff have access to any client data other than contact details of administrators for relevant organistions. ; ; TLS 1.2+ is used and all data is encrypted (AES 256).; ; Our policies are annually assessed internally and during the ISO 21007 review. ; ; GoodSAM is a small organisation and therefore the reporting structure is simple in that all staff members report directly to either the governance or technical directors.

Operational security

• Configuration and change management standard: Conforms to a recognised standard, for example CSA CCM v3.0 or SSAE-16 / ISAE 3402
• Configuration and change management approach: GoodSAM adoptes an ITIL based process for Incident, Change and Problem flow management. This means there is a stepwise process through each area of change.; ; Once an instance of GoodSAM is deployed, regular customer meetings can result in change requests (if they wish to improve things) or if an incident occurs, a change may be required sooner. In either case, this is ticketed and a process of planning and evaluation occurs within GoodSAM. An assessment is made of potential security impacts. ; Once approved, that change is then created and implemented (with this being communicated to other users).
• Vulnerability management type: Conforms to a recognised standard, for example CSA CCM v3.0 or SSAE-16 / ISAE 3402
• Vulnerability management approach: GoodSAM use a range of security measures which include application level monitoring/alerting, DDOS protection, reCaptcha, automated test and build pipelines, Penetration testings, Anti-malwares and AWS Inspecter. (The last Pen testing was performed in May 2024.); ; Once an issue is detected, the servers can be patched immediately using blue/green deployment strategy without affecting the up time of the solution.; ; We get vulnerability information from various tools/sources such as the AWS, Microsoft, Google, Qualys, and the NHS.
• Protective monitoring type: Conforms to a recognised standard, for example CSA CCM v3.0 or SSAE-16 / ISAE 3402
• Protective monitoring approach: In terms of monitoring and alerting, we have 3 levels.; ; 1) AWS dashboard and alerts which are designed to provide infrastructure level monitoring.; 2) ELK logs and audit, which are designed to provide distributed logging and audits across servers/databases.; 3) Application specific log/alerts which are designed to provide a very low level and very specific alerts and information.; ; Additionally if potential compromises are report (e.g. from a PENN test), these are immediately rectified.; ; We respond to incidents within 10 minutes as per our SLA.
• 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: We provide a robust Incident management system. The incident can be reported from a number of sources (email / phone or meeting). It is logged within the TEAMS Incident management logbook, categorised, prioritised and allocated accordingly. The grading of the incident is given from a combination of the impact and the urgency. The vast majority of incidents can be rectified immediately or within a couple of hours. We resolve 90% of incidents within the hour.; Incident reports are generated for customers and compiled for internal audit.

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)

Public sector networks

• Connection to public sector networks: No

Social Value

• Social Value:

  Social Value

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

  Fighting climate change

  GoodSAM as an organisation is carbon neutral but in addition to this, we are enabling the emergency services and other users of our platform to reduce their carbon expenditure by reducing the deployment of ambulances / police / fire vehicles and air ambulances. ; ; Studies have shown that GoodSAM video use in average emergency (999) calls reduces resource deployment by approximately 15%. With each ambulance response generating around 31Kg of CO2 and each air ambulance flight generating around 470Kg of CO2, these savings quickly add up. If all ambulance and air ambulance services used video, this could be saving ~ 36 million Kg of CO2/ year.; ; The GoodSAM telehealth work with less urgent 111 and virtual ward services also results in less need for patients to transport themselves to specialists / hospital. With around 16% of UK road traffic being linked to NHS infrastructure and patient transport, even reducing patient transport by a small percentage can have a big impact in helping reduce national CO2 emissions. ; ; The GoodSAM platform is also supporting local communities with the effects of climate change. Volunteers on the platform can be tasked to help in multiple types of emergency including for example flooding where volunteers can for example put sandbags out.; ; Going forward, in addition to all the above, there are a number of collaborations with other agencies both in the UK and internationally to support "nudging" people to reduce their carbon expenditure.; ; More details on GoodSAM’s carbon commitments and links to our official carbon reduction plan, please visit: www.goodsamapp.org/carbon ; ; Summary:; GoodSAM Operations are carbon neutral; The products we supply enable emergency services and others to significantly reduce transport and CO2 production.; The GoodSAM Volunteer network can help with the impacts of climate change and support community action in reducing energy use.

  Covid-19 recovery

  GoodSAM played a significant National role during covid and has continued to in the recovery phase and beyond.; ; During covid, NHS England used GoodSAM to recruit, manage and deploy 800,000 NHS volunteers who undertook a range of tasks to help those isolating and shielding. These tasks ranged from phone calls to the lonely through to the delivery of food / medicine and the very successful volunteer vaccinator steward programme.; ; In the recovery phase, this community driven support system has continued to grow. In many ways it has changed “volunteering” with the adoption of “microvolunteering” (doing multiple small tasks in the community). ; ; Now there are many additional programmes including GoodSAM alerting neighbours to vulnerable people when they fall and a patient transport service. ; ; Going forward there are many exciting developments within the community support space in terms of Covid 19 recovery and more. This includes, for example, the creation of communities where vulnerable people (and their relatives) can set the system up such that those people near them that they know and trust can be alerted in emergencies. ; ; GoodSAM has helped in many other ways during and after covid. One of the most significant is the use of GoodSAM for telemedicine. We are the national supplier of video to the 111 services. This supports many people with covid in staying at home. ; ; A selection of talks about how GoodSAM has provided support with Covid and other health conditions can be found here: https://vimeo.com/showcase/10876260 ; ; Summary:; GoodSAM is the NHS volunteering platform which undertook > 2 million tasks during covid through 800,000 people. This work continues and is expanding post covid. ; GoodSAM has also provides a telehealth service nationally through 111 and through many other emergency services to help those with covid (through virtual wards) and with other conditions.

  Tackling economic inequality

  As a Living Wage accredited company we employ across the country from diverse backgrounds with most staff outside London.; ; At the very core of GoodSAM was our ambition to improve cardiac arrest survival. Survival varies considerably according to economic inequality, particularly affecting deprived communities and ethnic minorities. ; ; The creation of a system that enables neighbours to provide both lifesaving (resuscitation) and wellbeing (NHS volunteer) support, and our work with social services is trying to reduce these inequalities. ; ; Our video systems in 111 and 999 services also mean that the same response occurs wherever the patient or victim is. ; ; The GoodSAM NHS Volunteer system has also supported people through food delivery and community support. ; ; The GoodSAM platform is provided at no cost to certain charities and to countries / services with very restricted financial ability. For example, GoodSAM is used extensively in Papua New Guinea as well as in parts of Africa / South America.; ; Many GoodSAM NHS volunteers also use the system as a first step into a paid career. ; ; Because GoodSAM is used extensively in emergency services, most UK mobile phone operators have whitelisted us meaning the public (and staff) do not consume any of their data allowance when using GoodSAM. ; ; Going forward, we have plans to provide further support to the economically and physically vulnerable by creating supportive and trusted community networks. ; ; Summary:; At the core of GoodSAM is a system that provides lifesaving care absolutely independent of economic status.; This extends into a volunteer network that also provides support especially to the economically and physically vulnerable. ; The GoodSAM video system provides equity of access to emergency and health care. ; The system is provided free to services with restricted financial means and is whitelisted so the public do not need to pay for data.

  Equal opportunity

  GoodSAM is an equal opportunity employer ensuring our staff come from a diverse range of backgrounds. ; ; But this extends beyond our staff. We endeavour to create equal opportunities for our volunteer network, for example by minimising barriers to access to training (we work with the resuscitation council to provide online training) and with NHS England to support and encourage volunteering among ethnic minorities and in deprived areas. ; ; Our systems are set up to provide equal access to health and police care no matter where you are or your economic status. Our work with the UK mobile phone operators means that GoodSAM is whitelisted with most and as such there is no charge for GoodSAM data use. This is especially important, for example, in domestic violence situations where the victim may not have any data allowance left. ; ; Summary:; Providing equal opportunities is central to GoodSAM both as an employer and as a service.; This goes beyond equal economic opportunities and includes access to health and emergency care.

  Wellbeing

  GoodSAM supports wellbeing both internally as an organisation and through our work.; ; As an employer, all staff work from home and have considerable flexibility in their working hours. We also take pride in the small team nature of our organisation and the ability to provide mutual support.; ; As a service, we have a 24/7 phone service which our cardiac responder network can access. If, for example, they have attended an incident and want a debrief or to talk to someone, we can connect them with the ambulance service’s CFR team / occupational health to support them.; ; The NHS Volunteer responder system at its core is there to support the wellbeing of those who are vulnerable through the range of services that the system delivers. This can be as simple as a “check in and chat” phone call for those who are lonely through to the delivery of food / medications. Our system enables neighbours to be alerted to those who may have fallen, again, meaning they can support that person as often there is a long ambulance wait. ; ; Interestingly, some of the work done by the London School of Economics shows that the wellbeing of the volunteers is enhanced by volunteering.; ; The GoodSAM video system is also used to connect those who dial 999 or 111 with a mental health crisis directly to the team that know them. This provides much better care than an ambulance taking them to a busy emergency department.; ; Summary:; People’s physical and mental health is at the core of the GoodSAM platform. We try endeavour to be an exemplary employer for our staff wellbeing but the services we provide extend this to the public.

Pricing

• Price: £40,000 to £50,000 an instance a year
• Discount for educational organisations: No
• Free trial available: Yes
• Description of free trial: The full service can be trialed for 2 months.

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 enquiries@instant.help. Tell them what format you need. It will help if you say what assistive technology you use.