CARRADALE FUTURES HORIZON LIMITED

SOPHIA platform

SOPHIA is a cloud-based governance and compliance platform that digitises, standardises and automates policies, guidelines, procedures and other governance documents. It enables organisations to manage, track and evidence compliance across teams and sites, with AI tools for flowchart creation, reporting and assurance - improving safety, consistency and regulatory readiness.

Features

• Cloud-based policy and process management platform
• Real-time version control and document audit trail
• AI-assisted document analysis and process mapping
• Role-based access and Microsoft SSO integration
• Automated compliance tracking and reporting dashboards
• Secure UK-based Azure cloud hosting and encryption
• Workflow automation for approvals and reviews
• Multi-site collaboration with central governance oversight
• Interactive processes and SOPs with quizzes, digital checklists and signatures
• Optimised mobile and tablet usability with responsive interface

Benefits

• Standardises policies and SOPs across all departments and sites
• Reduces administrative workload through automation and smart workflows
• Improves compliance visibility with real-time reporting and dashboards
• Enables rapid updates and publication of controlled documents
• Strengthens audit readiness with version history and digital sign-off
• Enhances staff engagement through interactive training and SOP tools
• Supports remote teams with secure, role-based document access
• Ensures consistent processes and safer decision-making organisation-wide
• Promotes continuous improvement through data-driven insights and feedback loops
• Supports onboarding and training for new technologies and processes

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 transformation@carradalefutures.com. Tell them what format you need. It will help if you say what assistive technology you use.

Framework

G-Cloud 15

Service ID

784950756285423

Contact

Alba Vargas
07782962761
transformation@carradalefutures.com

About your service

• Service categories:

  Applications

  Content workflow and management

  • Document

  Content services

  • Enterprise Content Management Applications
  • Content Sharing and Collaboration Applications

  Persuasive content management

  • Digital Asset Management Applications
• Multi cloud support: Yes

Service scope

• Software add-on or extension: No
• Cloud deployment model: Public cloud
• Service constraints: N/A
• System requirements: Stable internet connection for optimal cloud platform performance

User support

• Email or online ticketing support: Yes
• Support response times: The response time is within 48 hours during business days.
• 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: Support Levels Provided; SOPHIA offers tiered support based on issue severity, as outlined in the SLA:; ; Critical Issues (e.g., platform outage, clinical safety risk):; Target response within 4 hours during business hours. Includes root cause analysis and escalation to the Clinical Safety Officer when required.; ; High Severity (major functionality impacted):; Prioritised resolution, typically same business day.; ; Medium/Low Severity (minor bugs, usability issues):; Addressed at the team’s discretion; no guaranteed turnaround time for low-severity issues.; ; Change Requests (non-bug enhancements):; Managed separately from bug fixes; timelines agreed case-by-case.; ; Cost of Support Levels; ; Standard support (email and ticketing) is included in the subscription.; Enhanced SLA or 24-hour coverage is available under a maintenance contract at extra cost (pricing negotiated per client).; ; Technical Account Manager or Cloud Support Engineer; The SLA does not guarantee a dedicated Technical Account Manager or Cloud Support Engineer by default. However:; ; For enterprise clients or NHS deployments, named contacts (e.g., Technical Lead or Project Manager) are assigned during onboarding and major incidents.; Dedicated roles can be arranged under premium support agreements.
• Support available to third parties: Yes

Onboarding and offboarding

• Getting started: We provide a comprehensive onboarding process to help users start using our service confidently and effectively. This includes full support from setup to adoption, tailored to each organisation’s needs.; ; We assist with content migration to ensure a smooth transition from existing systems, and we deliver both onsite and online training for different user roles. Our training resources include step-by-step guides, user documentation, interactive materials and bespoke video tutorials.; ; We also support implementation with communication plans and engagement workshops to help teams understand the benefits and embed the platform into daily workflows. Our customer success team provides ongoing assistance and guidance throughout the onboarding process and beyond to ensure users are confident and the solution delivers value from day one.
• Service documentation: Yes
• Documentation formats:
  • PDF
  • Other
• Other documentation formats:
  • MP4
  • SOPHIA SOPs
• End-of-contract data extraction: At the end of the contract, clients can request a full export of their data in their preferred format. We offer options such as PDF or Word copies of all SOPs, policies and documents, or structured exports (e.g. CSV or XML) for integration with other systems. Data is securely delivered via encrypted link or another approved secure method.; ; Once export is complete, we perform a final compliance review to ensure no active client data remains on the live system. A certificate of destruction can be provided on request to confirm secure deletion.
• End-of-contract process: At the end of the contract, we follow a structured offboarding process to ensure a smooth and compliant transition. Clients receive written confirmation of termination, and an Offboarding Lead is assigned to coordinate data export, user access removal, and final account closure. All client data can be exported in standard formats (PDF, Word, CSV) and securely transferred via encrypted link. A final compliance review confirms that no active data remains, and a certificate of destruction can be provided on request.; ; Standard offboarding support, including coordination, data export, and confirmation of closure, is included in the contract price. Optional services such as customised data transfer, third-party system integration, or future re-onboarding support may incur additional costs.
• 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 mobile version provides core functionality, including viewing SOPs, policies, and checklists, submitting approvals, and accessing dashboards. However, advanced features such as detailed process mapping and administrative configuration are optimised for desktop use. Mobile screens are simplified for usability, and some complex workflows may require a larger display for full visibility.
• Service interface: Yes
• User support accessibility: WCAG 2.2 A
• Description of service interface: SOPHIA provides a secure, browser-based web application accessible via modern desktop and mobile browsers. The interface includes dashboards, workflow management, compliance tools, and reporting features. It is designed for intuitive navigation, role-based access, and responsive layouts for smaller screens. Administrative functions and advanced configuration are available through the web interface, ensuring full functionality without additional software installation.
• Accessibility standards: WCAG 2.2 A
• Accessibility testing: SOPHIA’s interface has been tested for compatibility with screen readers (NVDA and JAWS) and keyboard-only navigation to ensure accessibility for visually impaired users. Testing included verifying semantic HTML structure, ARIA roles, and colour contrast compliance with WCAG 2.2 AA standards. We also validated focus indicators and error messaging for clarity. While formal certification is not yet complete, iterative testing with assistive technology users informed improvements in navigation and form controls. Future plans include expanding testing to voice recognition tools and conducting usability sessions with diverse user groups to maintain accessibility compliance.
• API: No
• Customisation available: No

Scaling

• Independence of resources: SOPHIA ensures consistent performance by using a scalable cloud architecture with load balancing and dynamic resource allocation. The platform monitors system demand in real time and automatically adjusts compute and storage resources to maintain stability. Processes are prioritised to prevent bottlenecks, and concurrent workflows are managed through queue optimisation to avoid delays. This approach guarantees that high activity from one user or team does not degrade the experience for others, maintaining responsiveness and reliability across the service.

Analytics

• Service usage metrics: Yes
• Metrics types: SOPHIA provides metrics on user activity, workflow completion rates, compliance task status, and dashboard engagement. Administrators can view the number of active users, tickets raised, and process adherence statistics. These metrics help organisations monitor usage and identify areas for improvement.
• Reporting types:
  • Real-time dashboards
  • Regular reports
  • Reports on request
• Resource tagging: No
• FOCUS resource tagging: No

Resellers

• Supplier type: Not a reseller

Staff security

• Staff security clearance: Other security clearance
• Government security clearance: None

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: Complies with a recognised standard (for example CSA CCM version 4.0)
• Penetration testing frequency: At least once a year
• Penetration testing approach: ‘IT Health Check’ performed by a CREST-approved service provider
• Protecting data at rest: Encryption of all physical media
• 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
  • Data Erasure

Data importing and exporting

• Data export approach: Users can export data directly from the SOPHIA web interface. Administrators and authorised roles (such as Team Leads and Overview) can download reports, workflow records, and compliance logs in standard formats like CSV or Excel. Export options are available within dashboard views and reporting modules, allowing filtered or full dataset downloads. For security, exports require authentication and follow role-based permissions, ensuring only authorised users can access sensitive information. There is no automated API export; all exports are manual through the interface.
• Data export formats: CSV
• Data import formats:
  • CSV
  • Other
• Other data import formats:
  • Pdf
  • Doc

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: SOPHIA guarantees 99.9% service availability during standard operating hours, excluding scheduled maintenance windows. This commitment is outlined in our Service Level Agreement (SLA) and monitored continuously to ensure reliability.; SLA Details:; ; Availability is measured monthly.; Planned maintenance is communicated in advance and does not count against SLA metrics.; Unplanned outages are logged and reviewed for root cause analysis.; ; Refunds or Remedies:; If SOPHIA fails to meet the guaranteed availability level, buyers are eligible for service credits applied to their next billing cycle. The credit amount is calculated based on the duration of downtime and the agreed SLA terms.; Our infrastructure uses load balancing and redundancy to minimise disruption, and real-time monitoring ensures proactive issue resolution.
• Approach to resilience: SOPHIA is built on Microsoft Azure’s cloud infrastructure, which provides high resilience through geographically distributed availability zones, redundant systems, and automatic failover. Azure’s architecture ensures continuity during hardware failures or regional outages by replicating data across multiple zones.; The platform benefits from Azure’s enterprise-grade security, disaster recovery, and compliance features, including continuous monitoring and backup capabilities. SOPHIA also performs regular resilience and recovery testing to validate service continuity.; Detailed resilience and disaster recovery documentation is available on request for security reasons.
• Outage reporting: Email alerts

Identity and authentication

• User authentication needed: Yes
• User authentication:
  • Multi-Factor Authentication (MFA)
  • Identity federation with existing provider (for example Google Apps)
  • Username or password
• Access restrictions in management interfaces and support channels: Access to SOPHIA’s management interface and support channels is controlled through role-based permissions. Only authorised roles such as Team Lead and Overview can access administrative settings, configure workflows, and manage dashboards. Team Members have limited access restricted to their assigned tasks and cannot modify system-wide configurations. Support channels (email and ticketing) require authentication via registered organisational accounts, ensuring only verified users can raise or track tickets. All actions are logged for audit purposes, and permissions are managed centrally by administrators to prevent unauthorised changes.
• Access restriction testing frequency: At least every 6 months
• Management access authentication:
  • 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: At least 12 months
• Access to supplier activity audit information: Users contact the support team to get 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

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 follow information security policies aligned with ISO 27001 principles and GDPR requirements to ensure the confidentiality, integrity, and availability of client data. Our policies cover areas such as access control, data protection, encryption, incident management, and business continuity.; ; Security responsibilities sit with the Information Security Lead, who reports directly to senior management. All staff receive regular security training, and compliance is reinforced through audits, monitoring, and access reviews. We operate strict role-based permissions, use secure encrypted data transfer and storage, and maintain detailed audit logs.; ; Any security incidents are managed under a documented incident response procedure, with clear escalation routes and prompt reporting to affected clients where required.
• 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: We follow ISO/IEC 27001:2022 change management controls. All service components are tracked throughout their lifecycle using configuration management databases and version control systems. Changes are initiated through documented requests, assessed for security, compliance, and operational impact, and approved via a formal workflow. Automated CI/CD pipelines enforce segregation of duties and maintain audit trails. Security impact assessments include vulnerability checks and rollback plans before deployment. All changes are logged for traceability and reviewed periodically to ensure integrity and compliance.
• Vulnerability management type: Supplier-defined controls
• Vulnerability management approach: We assess threats through periodic risk assessments and quarterly automated vulnerability scans, supplemented by annual CREST-certified penetration tests. Threat intelligence is sourced from NHS Digital advisories, Microsoft Security updates, and OWASP/NCSC guidance. Patches are applied via automated mechanisms: monthly for routine updates, within 14 days for critical vulnerabilities, and within 24–48 hours for immediate threats. All remediation actions are tracked in Azure DevOps and internal dashboards to ensure timely closure and compliance with ISO/IEC 27001 and NHS DTAC standards
• Protective monitoring type: Complies with a recognised standard, for example CSA CCM v4.0 or SSAE-18 / ISAE 3402
• Protective monitoring approach: We identify potential compromises through continuous monitoring of system logs, IDS/IPS alerts, and anomaly detection in Azure Security Centre. Automated alerts trigger our incident response workflow, which includes triage, containment, and root cause analysis. Critical incidents are escalated immediately to the security team and resolved within 24–48 hours; high-risk issues follow NHS and ISO/IEC 27001 timelines. All actions are logged in Azure DevOps and reviewed during monthly security audits to ensure compliance and improvement.
• 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: We maintain pre-defined processes for common events such as service outages, security breaches, and data integrity issues. Users report incidents via our dedicated support portal or email, which triggers automated ticket creation in Azure DevOps. Each incident is categorised, prioritised, and assigned to the relevant team for resolution. Incident reports, including root cause analysis and corrective actions, are shared with clients through secure channels within agreed SLAs. All incidents are logged and reviewed during monthly governance meetings to ensure continuous improvement and compliance with ISO/IEC 27001.
• Post-quantum cryptography secure: No

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: 0%
• Between £500,001 and £1,000,000: 5%
• Between £1,000,001 and £2,500,000: 5%
• Between £2,500,001 and £5,000,000: 5%
• Over £5,000,001: 5%

Non-mandatory Standards and certifications

• ISO/IEC 27001 certification: Yes
• Who accredited the ISO/IEC 27001: Tempo Audits
• ISO/IEC 27001 accreditation date: Friday 26 September 2025
• What the ISO/IEC 27001 doesn’t cover: N/a
• ISO 28000:2022 certification: No
• ISO 9001 certification: No
• Quality management systems (QMS): Yes
• CSA STAR certification: No
• PCI certification: No
• Cyber essentials: Yes
• Please provide your Cyber Essentials Certificate Number: 190c8e38-6422-4156-b7a5-eebaeb082407
• Cyber essentials plus: No
• Cyber Essentials Alternative: You do not have a current and valid Cyber Essentials Plus certificate, or will not have in place within 12 months of the date of award but have an IASME certified equivalent.
• 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
    • Providing opportunities for, and measuring and monitoring of, staff workforce conditions over time, including employee engagement, involvement in decision-making and satisfaction and adapting to any changes in the results, with clear processes for acting on issues identified
    • 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
    • Activities that support an environment where staff are educated about, and feel empowered to, address their physical wellbeing
    • Activities that support an environment where staff are educated about and feel empowered to report and address bullying and harassment
    • Activities to cascade good practice on fair working conditions throughout the supply chain
    • Payment of more than the National Minimum Wage or National Living Wage (as appropriate) to the contract workforce
    • Monitoring and reporting of gender and ethnicity pay gaps and plans to address them where necessary
    • 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
    • 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
    • Measures to identify, mitigate and manage modern slavery risks relating to the contract and how these will be implemented
    • 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
    • Support for educational attainment relevant to the contract, including training schemes that address skills gaps and result in recognised qualifications
    • Activities to support relevant sector related skills growth and sustainability in the contract workforce. Illustrative examples: careers talks, curriculum support, literacy support, safety talks and volunteering

  • 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
    • Activities to identify opportunities to open up sub-contracts under the prime contract to a diverse range of businesses, including 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)
    • Activities that demonstrate a collaborative way to work with a diverse range of businesses as part of the supply chain
    • 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
    • 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
    • Measures to involve local stakeholders and/or users in design (e.g. in the design of services, systems, products or buildings)
    • Plans for positive actions with community groups.
    • Measures to engage users and communities and build relationships to increase community integration build trust and influence how the contract is delivered
    • Plans to respond flexibly and adapt approaches to community engagement and initiatives
    • Support for community-led initiatives relevant to the contract. Illustrative examples: improving transport links; reducing loneliness; helping with English language proficiency; and facilitating social mixing among people with different backgrounds

  • 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
    • Collaborative ways of working with the supply chain to deliver additional environmental benefits in the performance of the contract, including working towards net zero carbon emissions and use of clean energy and green technologies
    • Delivery of additional environmental benefits through 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
    • Creation of employment opportunities particularly for those who face barriers to employment, such as prison leavers, care leavers and/or who are located in deprived areas, and for people in industries with known skills shortages or in high growth sectors
    • 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
    • Introducing transparency to pay and reward processes
    • Offering a range of quality opportunities with routes of progression if appropriate, e.g. T Level industry placements, students supported into higher level apprenticeships.
    • 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
    • Inclusive and accessible development practices, including guidance for line managers on recruiting, managing and developing people with a disability or health condition

  • 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 the underlying factors affecting improvements to reduce barriers to entry and training schemes for the target cohort(s) related to the contract workforce
    • Other measures to offer development opportunities for the target cohort(s) in the contract workforce
    • 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
    • Inclusive and accessible recruitment practices, development practices and retention policies that support-focused activities including those provided in the Guide for line managers on recruiting, managing and developing which support people with a disability or health condition

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 transformation@carradalefutures.com. Tell them what format you need. It will help if you say what assistive technology you use.