2iC-Care

Andi

Andi, by 2iC-Care, is a technology enabled care SaaS solution which enables alarm response and preventative care. Andi's software, and interoperable dispersed alarm unit, makes personalised care at scale possible so older or vulnerable people can maintain their independence and care providers can control care spending.

Features

• Customisable remote monitoring rules.
• Real time health, behavioural, environmental and wellbeing reporting.
• Personalised emergency alarm response.
• Personalised preventative care alerts.
• Dashboard centralising all health, behavioural, environmental and care data.
• Dashboard centralising all data from all care and health peripherals.
• Cloud-based and secure.
• Module to delegate care response to friends and family.
• Real time reporting including deata insights and trends.
• Remote Access

Benefits

• Receive alerts that indicate opportunities for preventative care.
• Delegate alert response to the personal care network.
• Send alarms to the alarm receiving centre.
• Improve the quality of care by personalising care packages
• Improve the quality of care by personalising incident response.
• Improve efficiency of care operations via 24/7 remote monitoring
• Reduce care costs via 24/7 remote monitoring
• Respond to emergencies in real time
• Identify cost saving opportunities within the Adult Social Care budget.
• Maintain use of existing care peripherals within TEC service

£25 to £40 a licence a month

• 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 grace.thomson@2ic-care.com. Tell them what format you need. It will help if you say what assistive technology you use.

Framework

G-Cloud 14

Service ID

799680928832044

Contact

Grace Thomson
07796258249
grace.thomson@2ic-care.com

Service scope

• Software add-on or extension: No
• Cloud deployment model: Public cloud
• Service constraints: None
• System requirements:
  • Andi software subscription required to access Andi software solution.
  • Required to also purchase the Andi hub (dispersed alarm unit)

User support

• Email or online ticketing support: Email or online ticketing
• Support response times: Available 9-5 Monday - Friday.; Response time is within 2 hours.; Support emails also often responded outside of these 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: Onsite support
• Support levels: 2iC-Care provide in person, phone and email support to all customers in addition to full in-person, or online, training for the Andi solution when customers are first onboarded. ; ; In addition, 2iC-Care have developed an online, customer-only knowledge base which includes help articles, FAQ's, set up guides and troubleshooting guides.; ; 2iC-Care do not charge for support. ; ; All customers have a technical support contact and have an account manager who can assist them. Moreover, an escalation matrix is provided within all contracts with target resolution times.
• Support available to third parties: Yes

Onboarding and offboarding

• Getting started: 2iC-Care provide on-site and online training for all new customers. 2iC-Care also provide customers access to the 'Knowledge Base' which includes help articles, FAQ's, set up guides and troubleshooting guides. ; ; When the client is initially onboarded, 2iC-Care will establish the default hub configuration requirements and when an Andi hub is allocated to the client organisation, it will automatically know to receive that configuration file during the setup process. ; ; The Andi software platform allows for hubs to be viewed and updated remotely where there is a network connection which reduces the need for unnecessary visits to the customers home.
• Service documentation: Yes
• Documentation formats: Other
• Other documentation formats: https://help.2ic-care.com/login
• End-of-contract data extraction: Upon contract termination, the exact process would be dependent upon the policies of the service provider or local authority. The customer would need to inform 2iC-Care of which data they would like to extract. Data would be extracted as a CSV file.
• End-of-contract process: Upon contract termination, the exact process would be dependent upon the policies of the service provider or local authority. ; ; Across all instances the user will remove the Andi hub from the home and archive the cloud record. If the service user or family member wishes to stop the monitoring before the equipment has been collected, their record can be put into an ‘Inactive’ status.

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: The user interface is supported and fully accessible by mobile.
• Service interface: Yes
• User support accessibility: None or don’t know
• Description of service interface: The main service interface is the Andi dashboard. There is also a hub installer user interface. Both are accessible via browser.
• Accessibility standards: None or don’t know
• Description of accessibility: User interface framework used has general accessibility built-in, though minor changes may be required to support stricter standards.
• Accessibility testing: None to date.
• API: No
• Customisation available: Yes
• Description of customisation: The Andi solution is a highly customisable solution. Remote monitoring rules, are set up in the remote monitoring module in the Andi platform. These rules can be customised to meet the needs of cohorts of elderly or vulnerable people or on an individual basis. These rules dictate the corresponding alerts and alarms presented on the interface. ; ; The Andi platform can be branded with the end users company logo.; ; Notifications and recipients of notifications can be customised on an individual basis for each person being monitored with Andi. ; ; Which devices are feeding data into the Andi solution is entirely customisable. Therefore the data that is presented on the Andi dashboard can change for each person, or each cohort being monitored with Andi. ; ; Users can customise which Alarm Receiving Centre or platform alarms should be redirected to.; ; Customisations are configured by platform admins and users of the platform but user-based restrictions can be applied by admins.

Scaling

• Independence of resources: Andi utilises the 2iC Control package, with Lean Services, to ensure all messages are processed regardless of volume or connectivity.; The service leverages AWS API Gateway/Lambda to handle communications between the deployed hubs in the field and the cloud, with each communication being handled in isolation, and onward messaging going via AWS SQS for resilient processing.; The backend is managed by Amazon Web Services Elastic Container Service (ECS), which allows for a scalable architecture that can react to usage.; The frontend is served by AWS CloudFront/S3, which handles reliable delivery of the content.

Analytics

• Service usage metrics: No

Resellers

• Supplier type: Not a reseller

Staff security

• Staff security clearance: Staff screening not performed
• 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: Managed by a third party
• Penetration testing frequency: At least once a year
• Penetration testing approach: Another external penetration testing organisation
• Protecting data at rest: Other
• Other data at rest protection approach: All data at rest is held in AWS and encrypted using KMS.
• 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: Users cannot self service, if they would like to export data they must contact 2iC-Care
• Data export formats:
  • CSV
  • Other
• Other data export formats: Upon request
• Data import formats: Other
• Other data import formats: Dependent upon interface, data import not available for general use.

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)
  • Other
• Other protection within supplier network: Within AWS VPC.

Availability and resilience

• Guaranteed availability: Andi is hosted on AWS which has a 99.99% uptime and 2iC-Care expect users to be able to access the Andi platform 99.99% of the time.; 2iC-Care do not have SLA's for availability but should there be disruption for customers, 2iC-Care would review this on a case by case basis.
• Approach to resilience: Andi software uses AWS which has a 99.99% uptime to ensure resilience. Moreover, Amazon have made significant investments to build and the world's most resilient cloud. The AWS infrastructure puts strong safeguards in place to help protect privacy.; ; All data is stored in highly secure AWS data centres. AWS has achieved numerous internationally-recognized certifications and accreditations, demonstrating compliance with rigorous international standards, such as ISO 27017 for cloud security, ISO 27701 for privacy information management, and ISO 27018 for cloud privacy.
• Outage reporting: If an outage should occur, 2iC-Care will be made aware immediately and all customers will be notified via email. ; ; The email will contain all relevant information about the outage, as well as an expectation as to when the platform will be available again. ; ; 2iC-Care use the email tool, HubSpot, to be able to send mass communication to multiple contacts at once. This enables immediacy in communication from the 2iC-Care team.

Identity and authentication

• User authentication needed: Yes
• User authentication: Username or password
• Access restrictions in management interfaces and support channels: The Andi cloud platform can only be accessed by authorised persons only, following full training. The user accounts and permissions are managed by a dedicated Administrator per client organisation. Each Andi hub is also secured with a password to prevent any misuse. Our Knowledge Base which contains user guides and information on how to contact us can only be accessed by trained, authorised customers and login credentials are controlled solely by 2iC-Care.
• Access restriction testing frequency: At least once a year
• Management access authentication: Username or password

Audit information for users

• Access to user activity audit information: No audit information available
• Access to supplier activity audit information: No audit information available
• How long system logs are stored for: At least 12 months

Standards and certifications

• ISO/IEC 27001 certification: Yes
• Who accredited the ISO/IEC 27001: Socotec
• ISO/IEC 27001 accreditation date: 14th Feb 2022, expiry 5th Dec 2024
• What the ISO/IEC 27001 doesn’t cover: All services for 2iC-Care fall under Avco Systems Limited's SOA
• ISO 28000:2007 certification: No
• CSA STAR certification: No
• PCI certification: No
• Cyber essentials: No
• Cyber essentials plus: No
• Other security certifications: No

Security governance

• Named board-level person responsible for service security: Yes
• Security governance certified: No
• Security governance approach: 2iC-Care has data privacy policies that are read and signed by all staff. 2iC-Care works with Gather Technology Limited to manage security governance.; Gather Technology keeps an asset register of all 2iC-Care devices that hold company data. Microsoft Lighthouse is used to alert Gather's engineers to any suspicious logins or risky users so that an investigation can be conducted.; Conditional access policies are also in place to stop access to company data from uncompliant devices and risky logins.; Gather Technology upholds a cyber essentials plus compliant environment.
• Information security policies and processes: 2iC-Care have a GDPR and data protection policy which ensures ongoing confidentiality, integrity, availability and resilience of processing systems and services by providing a framework for ensuring that 2iC-Care meets its obligations under the GDPR and the Data Protection Act. This policy applies to the processing of all personal data carried out by 2iC-Care including processing carried out by joint controllers, contractors, and processors. 2iC-Care complies with data protection legislation guided by the six data protection principles. ; ; These policies are written by the Chief Executive and read and signed by all employees. These policies are refreshed and re-read annually to ensure compliance. ; ; Andi, is fully GDPR compliant. Critically personal or confidential data never leaves the U.K. and data is always encrypted (at source and in transit). Additionally, Andi stores health data and personal data separately and only brings this data together when necessary. The separation of these data types protects personal data in the unlikely incident of a data breach. ; ; 2iC-Care's software is hosted on Amazon Web Services (AWS) which provides a GDPR-compliant AWS Data Processing Addendum (AWS DPA), which applies automatically to 2iC-Care's software to comply with the GDPR.

Operational security

• Configuration and change management standard: Supplier-defined controls
• Configuration and change management approach: Configuration and change management processes are controlled by 2iC-Care but executed by 2iC-Care's outsourced software development partners, Avco Systems Limited and Gather Technology Limited. Avco follow configuration and change management processes that adhere to ISO 27001 standards, which involves peer review of potential security impact.; Service components are tracked through their lifetime via “Infrastructure-as-Code” principles, covered by AWS.
• Vulnerability management type: Supplier-defined controls
• Vulnerability management approach: 2iC-Care's software development partner, Avco Systems, has tools to carry out automated vulnerability scanning during our Continuous Integration (CI) processes, however, these are not in place for 2iC-Care's Andi solution. This can be addressed if required.; ; As part of ISO 27001, risk assessments are carried out on all assets which includes deployed service components.; ; Avco relies on PaaS where available, tools such as AWS RDS and Fargate to manage automated deployment of patches. AWS Inspector can provide potential threat insights. Where unmanaged by AWS, critical patches are deployed within 14 days of release and as part of ISO 27001.
• Protective monitoring type: Supplier-defined controls
• Protective monitoring approach: Deployed service components utilise AWS monitoring tools such as GuardDuty and CloudTrail.; ; Avco relies on PaaS where available, tools such as AWS GuardDuty and CloudTrail to identify potential incidents.; As part of ISO 27001, any potential compromises are recorded as incidents within our BMS, these are immediately escalated to senior management where they’re reviewed. Incidents are responded to immediately within business hours upon engineers being notified.
• Incident management type: Supplier-defined controls
• Incident management approach: 2iC-Care's outsourced software development partner, Avco Systems Limited, follows incident management processes that adhere to ISO 27001 policies.

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
  • Wellbeing

  Fighting climate change

  2iC-Care has recently moved the manufacturing the the Andi 'hub' from Thailand to Wales. This has reduced 2iC-Care's carbon emissions in both the manufacturing and the transportation of the product.

  Wellbeing

  As an early-stage business, 2iC-Care is at the beginning of its social value journey, but the 2iC-Care team deeply understand the importance of delivering social value beyond just the provision of innovative care technology. Nonetheless, to date 2iC-Care have delivered relevant and proportionate social value.; ; Inherently, the delivery of the Andi solution to the care sector improves health outcomes and protects the wellbeing of service users. The data collected by Andi spots opportunities for early intervention so local authorities can deliver preventative care and avoid hospital admissions and preserve health. ; ; 2iC-Care have delivered free trials of the Andi solution to local authorities and service providers which has led to the avoidance of hospital admissions to protect the health and wellbeing of individuals.

Pricing

• Price: £25 to £40 a licence a month
• Discount for educational organisations: No
• Free trial available: Yes
• Description of free trial: Customers can pilot the Andi solution but this is scoped on a case-by-case basis.; Scoping will dictate the pilot's duration, objectives, volume and timeline to ensure 2iC-Care and customer resources are correctly allocated.
• Link to free trial: NA

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 grace.thomson@2ic-care.com. Tell them what format you need. It will help if you say what assistive technology you use.