HITACHI DIGITAL SERVICES UK LIMITED

Digital Care & Operations

Hitachi Digital Care & Operations (DC&O) is a cloud-based AI-driven platform co-created with the NHS to empower staff and leadership with real time insights to drive improvement in patient care, efficiency, and organisational performance.

Hitachi Digital Care & Operations consists of:
• DC&O Applications
• DC&O Advisory
• DC&O Platform

Features

• Digital Operating Model driven by transformation agenda to strategic goals
• Operating Management System comprising principles, routines, behaviours
• Digital Twin including real time suite of digital applications
• AI powered predictive capability forecasting over a 72-hour horizon
• Real time data ingestion and action orientated insights
• EHR agnostic - designed to integrate standardised healthcare information systems

Benefits

• Build a digitally empowered workforce
• Release time enabling staff to spend more time with patients
• Streamline the organization through digitally enabled care coordination
• Ability to anticipate and avoid bottlenecks
• Optimise the use of capacity and resources
• Provide clinical and operations insights allowing staff to improve performance
• improving patient journey through safe, efficient and personalised care.
• Complements and designed to boost value from existing systems

£20,000 a unit

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 ian.blond@hitachids.com. Tell them what format you need. It will help if you say what assistive technology you use.

Framework

G-Cloud 14

Service ID

784665004597836

Contact

Ian Blond
07707585971
ian.blond@hitachids.com

Service scope

• Software add-on or extension: No
• Cloud deployment model: Public cloud
• Service constraints: Our solution is a modular interoperable platform that integrates with existing; healthcare provider systems using real time messaging based on industry standards; (e.g. HL7).
• System requirements:
  • Integration with existing healthcare provider systems
  • Secure Microsoft Azure tenant (can be provided)
  • Engagement with clinical, operational, leadership and IT

User support

• Email or online ticketing support: Email or online ticketing
• Support response times: We have standard Service Level Agreements defining the response times. Response; time do not vary between weekday and weekends.
• User can manage status and priority of support tickets: Yes
• Online ticketing support accessibility: WCAG 2.1 AA or EN 301 549
• Phone support: Yes
• Phone support availability: 9 to 5 (UK time), 7 days a week
• Web chat support: Yes, at an extra cost
• Web chat support availability: 9 to 5 (UK time), 7 days a week
• Web chat support accessibility standard: None or don’t know
• How the web chat support is accessible: We will provide a dedicated web portal clearly signposting web chat feature. Users are; able to ask questions and request chat with support personnel.
• Web chat accessibility testing: Information available upon request.
• Onsite support: Yes, at extra cost
• Support levels: As per agreed SLA's
• Support available to third parties: Yes

Onboarding and offboarding

• Getting started: We have a modular approach providing a range of content that can be consumed based on the preference of the user. This includes 1. On site classroom training 2. On site model wards - plan, launch and embed our processes and routines in a number of wards to be used as exemplars and demonstrate value 3. On site train the trainer 4. On line e-curriculum available 5. User documentation is available.
• Service documentation: Yes
• Documentation formats:
  • HTML
  • PDF
• End-of-contract data extraction: Data originates and remains with end-users. the system only retains audit logs of messaging in Azure Blob storage which would be extracted and securely shared with the client and storage deleted or as per contracted requirements.
• End-of-contract process: Subsequent to the end of contract the buyer will be able to continue using the platform.; This will be at an additional SAAS licence, in addition to continued use the buyer will benefit from software version updates comprising net new functionality as well as user support.

Using the service

• Web browser interface: Yes
• Supported browsers:
  • Internet Explorer 11
  • Microsoft Edge
  • Chrome
  • Safari
• Application to install: No
• Designed for use on mobile devices: Yes
• Differences between the mobile and desktop service: Difference in form factor with reduced data load to accommodate mobile screen.
• Service interface: Yes
• User support accessibility: WCAG 2.1 AA or EN 301 549
• Description of service interface: Hitachi uses a dedicated web-based portal as part of its Assure Service Desk system to share client-specific information relating to the service including: ; • Service documentation to include contractual and commercial, systems operations manuals, system designs, service review reports and user how-to guides ; • Service metrics ; • Key Contacts ; • Service Announcements
• Accessibility standards: WCAG 2.1 AA or EN 301 549
• Accessibility testing: N/A
• API: Yes
• What users can and can't do using the API: Users are able to use the standard APIs provided with the product.
• API documentation: Yes
• API documentation formats: Open API (also known as Swagger)
• API sandbox or test environment: Yes
• Customisation available: No

Scaling

• Independence of resources: Service will be unaffected by the end user load as automatic scaling will be; implemented to dynamically allocate computational resources - the number of servers that are active will typically vary automatically as user needs fluctuate.

Analytics

• Service usage metrics: Yes
• Metrics types: The Digital Care and Operations is able to produce the following usage analytics: 1. Platform Login frequency 2. Module login frequency 3. Daily Active Users 4. Oboarding engagement
• Reporting types: Real-time dashboards

Resellers

• Supplier type: Reseller providing extra features and support
• Organisation whose services are being resold: DCO platform is Hitachi; specific apps leverage 3rd parties including......

Staff security

• Staff security clearance: Conforms to BS7858:2019
• Government security clearance: Up to Baseline Personnel Security Standard (BPSS)

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: 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 v3.0
• Data sanitisation process: Yes
• Data sanitisation type: Deleted data can’t be directly accessed
• Equipment disposal approach: A third-party destruction service

Data importing and exporting

• Data export approach: Data originates and remains with end users. Although our platform does not retain client data, users are able to download 'in flight' reports.
• Data export formats: CSV
• Data import formats: Other
• Other data import formats:
  • Users are unable to upload data to the platform
  • Users with elevated permission are able to enter specific information

Data-in-transit protection

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

Availability and resilience

• Guaranteed availability: Service Availability is measured as a percentage of the total time in a Service Period, in accordance with the following formula: Service Availability %= ((MP-SD)x 100 MP)/MP; Where: MP = total number of minutes, excluding Permitted Maintenance (as defined in the Release Management process), within the relevant Service Period; and SD = total number of minutes of service downtime, excluding Permitted Maintenance, in the relevant Service Period. Refunds/Credits agreed would be specific to agreed terms.
• Approach to resilience: The service is deployed across highly available, fault tolerant, physically separate locations. Each physical location is equipped with independent power, cooling, and networking infrastructure. Further information is available on request.
• Outage reporting: Azure is the platform of choice, hence this includes automated alerting, which interfaces to our Service Now, ITSM toolset (Assure). The customer has access to a configurable dashboard. Email and SMS alerts are created to advise on outages; however depending on the severity agree the processes for service outage notification is agreed between the Customer and the Service Management team

Identity and authentication

• User authentication needed: Yes
• User authentication: Identity federation with existing provider (for example Google Apps)
• Access restrictions in management interfaces and support channels: Username and Password (Active Directory), Azure Active Directory, OAUTH2 Compatible IdP
• Access restriction testing frequency: At least once a year
• Management access authentication:
  • 2-factor authentication
  • Identity federation with existing provider (for example Google Apps)

Audit information for users

• Access to user activity audit information: Users contact the support team to get audit information
• How long user audit data is stored for: User-defined
• Access to supplier activity audit information: Users contact the support team to get 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: BSI
• ISO/IEC 27001 accreditation date: 14/04/2021
• What the ISO/IEC 27001 doesn’t cover: N/A
• ISO 28000:2007 certification: No
• CSA STAR certification: No
• PCI certification: No
• Cyber essentials: Yes
• Cyber essentials plus: No
• Other security certifications: Yes
• Any other security certifications: DSPT

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: We are compliant to ISO27001, Data Security Protection Toolkit (DSPT) and GDPR. We have a defined reporting structure which we will share on request.

Operational security

• Configuration and change management standard: Supplier-defined controls
• Configuration and change management approach: The solution has an 'Infrastructure as Code' approach to deployment including deployment of code via DevOps processes. Change Management is co-ordinated through a structured process with the support team and product development.
• Vulnerability management type: Conforms to a recognised standard, for example CSA CCM v3.0 or SSAE-16 / ISAE 3402
• Vulnerability management approach: Vulnerability management is provided by our public cloud platform. We also perform software composition analysis and dynamic app security testing as part of the standard DevOps processes. More detailed information is available on request.
• Protective monitoring type: Supplier-defined controls
• Protective monitoring approach: We perform extensive centralised logging of the platform including host-based, service, infrastructure, authentication, network and application logs. We also use advanced threat analytics to detect and alert on threats including using feeds from threat intelligence services, behavioural patterns and anomaly detection. Further details can be provide on request.
• Incident management type: Supplier-defined controls
• Incident management approach: Hitachi has a pre-defined process. Incidents can be raised through alert monitoring or the customer/end users can raise tickets either themselves through a portal or via our Service Desk, depending on the agreed model. The initiator of the ticket/incident is kept informed of progress via email and/or via the Assure Application which can be installed on their mobile, tablet as may be permitted. Reporting monthly via the monthly service reports and review meetings. Critical Incidents subject to our Major Incident Management process which is agreed with the customer. Major incident Report is a specific follow up for a Major Incident.

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

Social Value

• Social Value:

  Social Value

  Tackling economic inequality

  Tackling economic inequality

  Hitachi has actively addressed workforce inequality, appointing Lorena Dellagiovanna as our first Chief Diversity Officer and board member in April 2021, alongside Claire Thomas as CDIO. Resulting Success: 1. Inclusive Recruitment and further Development Practices: We prioritise fair treatment and equal opportunities for contract workers, incorporating CV blind interviewing. Our self-directed DEI training platform including subjects of inclusive leadership, creating an inclusive culture, how to overcome bias and many other topics has boosted female and non-Japanese executives at Hitachi by 10%. Now Focusing on emerging talent, we sponsor the 'Festival of the Girl' in London. 2. Investment in Physical and Mental Health: We offer Financial Advice, Career Advice, and anonymous mental health support both internally, through our Mental Health First Aiders, and externally via Optum/MyHeathWebb. We have an Employee Assistance program that ensures employees, and their dependents have access to professional counselling should they require it. More widely, we implemented the Mental Health at Work commitment standards, tailored to the Hitachi workforce. We also have 4 dedicated sessions led by the Equality Institute on how to talk about gender identity, being an ally, using LGBTQ+ identity as a superpower and transgender 101. 3. Environmental Innovator: Hitachi aims to be an innovator, reducing carbon for governments, cities, and customers. The Environmental Vision emphasizes solving environmental issues for a higher quality of life and a sustainable society. Partnering with Rainforest Connection, Hitachi develops data-driven solutions to protect rainforests, combat illegal logging, and preserve biodiversity. As a Principal Partner of COP26, Hitachi contributed to decarbonization and climate action. Committed to a Net Zero society, Hitachi strengthens climate targets across the entire value chain by 2050. We were also key contributors at COP28. In conclusion, By implementing improvements and actively addressing inequality, Hitachi aims to create an inclusive and supportive work environment.

Pricing

• Price: £20,000 a unit
• 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 ian.blond@hitachids.com. Tell them what format you need. It will help if you say what assistive technology you use.