Aurora Innovation AB

Aurora teleQ

Aurora Innovation is dedicated to increase access to care services and create well-functioning work environments for healthcare professionals.
With our digital platform for contact management, Aurora teleQ, we contribute to better customer service, a better experience for people in need of care and a smoother working process for healthcare professionals.

Features

  • Multichannel platform: Phone, SMS, Video, Chat, web etc.
  • Easy and simple user interface designed for healthcare staff
  • Advanced call queue with option to select time scheduled callback
  • Voicemail with advanced collection of patient information
  • Call recording and access management of recorded calls
  • User access level managment and directory system integration
  • Calendar for managing opening times, callback schedules and resourcing
  • IVR management with text to speech, imported or recorded messages
  • Web integration for patient contact request
  • Reports, data and analytics for improved management

Benefits

  • Plan your resources to manage your contact requests and needs
  • Efficient workflow and case managment, enabling better resource planning
  • Single user interface for handling all cases and channels
  • Cloud solution, easy access for decentralised teams
  • Enables 100% availability, 24/7, for an organisation
  • Calmer, quieter work environment enabling professionals more time for patients
  • Easy implementation; unit by unit or large scale deployment
  • Increased Patient satisfaction through availability, contact channels and personalized experience
  • Quick and easy management for fast changing work environment
  • Seamless voice to video switching

Pricing

£87 a licence a month

Service documents

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 reine.aslander@aurorainnovation.com. Tell them what format you need. It will help if you say what assistive technology you use.

Framework

G-Cloud 13

Service ID

8 1 5 6 0 0 3 2 1 3 9 2 6 5 2

Contact

Aurora Innovation AB Reine Aslander
Telephone: 0046761358464
Email: reine.aslander@aurorainnovation.com

Service scope

Software add-on or extension
No
Cloud deployment model
Community cloud
Service constraints
• Computer with internet access and a phone with external phone number are needed to use the service.
• 12 hours of service and maintenance downtime quarterly
• No timeouts for long held http/https request. Maximum connection length between user’s web browser and Aurora teleQ system is 60 seconds. Firewall shall not end connections that takes up to 60 seconds.
System requirements
  • Google Chrome or Microsoft Edge: no older than three versions
  • JavaScript enabled.
  • Native XMLHTTP support - activated.
  • Cookies allowed.
  • Compatibility mode is not supported.
  • Minimum 128 Kb/s internet connection
  • Minimum VGQ 1280*1024
  • Allow outgoing protocol http port 80 TCP
  • Allow outgoing protocol https port 443 TCP
  • Headset with microphone if softphone is used

User support

Email or online ticketing support
Email or online ticketing
Support response times
Response times vary based on priority (20min - 8h) within support 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
Web chat
Web chat support availability
9 to 5 (UK time), Monday to Friday
Web chat support accessibility standard
WCAG 2.1 AA or EN 301 549
Web chat accessibility testing
None
Onsite support
No
Support levels
According to SLA, no separate support levels but on call support is available at extra cost (weekdays 17:00-22:00, weekends 08:00-17:00 UTC+01:00)
Support available to third parties
Yes

Onboarding and offboarding

Getting started
Aurora offers an optional onboarding and configuration service as part of service delivery. There is an availability to a basic start-up service or enhanced start-up through purchase. Aurora has 25 years of experience in supporting and deploying, the service, within healthcare organisations. We offer both onsite and online training as well as plenty of user manuals.
Service documentation
Yes
Documentation formats
  • PDF
  • Other
Other documentation formats
MP4 training videos
End-of-contract data extraction
Up-to-date data of all communications can be continuously downloaded via API by the customer during the contract. At the end of contract a manual export of all customer data can be arranged by the supplier if requested by the buyer. All statistics can at anytime be downloaded by the user.
End-of-contract process
The customer is encouraged to plan and transfer (numbers and web solutions, that are forwarded and integrated to the service) to a different provider prior to the final end date. End of service projects, for the service, can be purchased if needed. At end date all external communication to and from the system are halted. Aurora will securely delete the historical data unless otherwise requested by the customer.

Using the service

Web browser interface
Yes
Supported browsers
  • Microsoft Edge
  • Chrome
Application to install
No
Designed for use on mobile devices
Yes
Differences between the mobile and desktop service
The service is built with in a responsive web design. The responsive design is for Users of the system. Administration needs to be conducted through a full webbrowser.
Service interface
Yes
User support accessibility
WCAG 2.1 AA or EN 301 549
Description of service interface
Graphical web client or Graphical User Interface (GUI) for users to manage tasks, handle administration responsibilities and manage system settings. Main responsibility areas divided into tabs on the GUI.
Accessibility standards
WCAG 2.1 AA or EN 301 549
Accessibility testing
Usability testing performed by development as a part development process. No tests have been conducted with users of assistive technology.
API
Yes
What users can and can't do using the API
Data exchange integrations with 3rd party healthcare systems are done via teleQ API. Analytical reports data is provided via API. There is no setup functionality via API.
API documentation
Yes
API documentation formats
HTML
API sandbox or test environment
No
Customisation available
Yes
Description of customisation
Each solution is tailor made after the specific needs of the customer. User and Administrators can make real time changes in their solution, themselves or with help of our Support, Training or Aurora Project Managers.

Scaling

Independence of resources
Through database and service clustering and load balancing

Analytics

Service usage metrics
Yes
Metrics types
Various metrics are provided regarding usage, availability, tasks, handling and contacts.
Metrics regarding agent performance, queue status and performance are also available
Reporting types
  • API access
  • Real-time dashboards
  • Regular reports
  • Reports on request

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
European Economic Area (EEA)
User control over data storage and processing locations
No
Datacentre security standards
Complies with a recognised standard (for example CSA CCM version 3.0)
Penetration testing frequency
Less than once a year
Penetration testing approach
Another external penetration testing organisation
Protecting data at rest
  • Physical access control, complying with another standard
  • Encryption of all physical media
  • Other
Other data at rest protection approach
Using encryption at rest on SAN-level. Physical Access Controls at datacenters included in certifications for SOC 2 Type II, ISO 27001 and PCI DSS
Data sanitisation process
Yes
Data sanitisation type
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
Information can be exported through the built-in reporting module. Administrators can do a secure extract of information through a webservice.
Data export formats
  • CSV
  • Other
Other data export formats
  • PDF
  • XLS
Data import formats
CSV

Data-in-transit protection

Data protection between buyer and supplier networks
  • TLS (version 1.2 or above)
  • Other
Other protection between networks
Web traffic protected by TLS1.2 or above. Telephony traffic can be routed over private networks if requested by customer.
Data protection within supplier network
  • TLS (version 1.2 or above)
  • Other
Other protection within supplier network
Virtual Private Networks with firewalls and hardened hosts as border protection.

Availability and resilience

Guaranteed availability
If the Availability of the Service falls below the Agreed Service Level of 99.8%, Customer’s sole and exclusive remedy is to receive service credit(s) on the Service fee in accordance with our SLA. The maximum service credit that can be credited to Customer per month in the event of failure to meet Availability is [50]% of the monthly fee for the Service.
Approach to resilience
Application runs on vmware virtual datacenter platform in an active-active configuration over two geographically distributed datacenters. All hardware have full redundancy. On application level every logical component is load balanced and replicated to at least two instances with affinity rules making them geographically separated.
Outage reporting
Manual report available by supplier each month

Identity and authentication

User authentication needed
Yes
User authentication
  • Identity federation with existing provider (for example Google Apps)
  • Username or password
  • Other
Other user authentication
We have both traditional username and password login and we have a SSO function so that the user can be authenticated based on their own directory system.
Access restrictions in management interfaces and support channels
Login by using username and password or identity federation (SSO). We check basic identifying questions when customers contact support channels.
Access restriction testing frequency
At least once a year
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 have access to real-time audit information
How long supplier audit data is stored for
At least 12 months
How long system logs are stored for
Between 1 month and 6 months

Standards and certifications

ISO/IEC 27001 certification
No
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
Following best practices according to ISO27001 inspired information security management system with controls applied based on risk assessments.
Information security policies and processes
Following security policies and processes in the following areas: User Policy, Access Management, Change Management, Secure Development, Onboarding Offboarding, IT-portfolio management, Risk Workshops, Incident Management, Personal Data Breach Management, Onboarding/Offboarding. The CISO role ensure compliance to policies while reporting to CIO who has the overall responsibility over security and is a member of senior management team.

Operational security

Configuration and change management standard
Supplier-defined controls
Configuration and change management approach
All changes to the services is tracked via issue tracking system and are peer reviewed. Changes are also classified to potential security impact and if deemed possible also reviewed by a designated Security Champion following guidelines in OWASP TOP 10 framework.
Vulnerability management type
Supplier-defined controls
Vulnerability management approach
Members of operating team follows tracking of relevant CVE-feeds. Issuees in feed are assessed for impact on system. Planning of patching is performed in priority order. Normal patching from vendors is applied in ordinary release cycle 4 times a year. More urgent patches are applied quicker on a case by case basis. High priority cases handled within a week.
Protective monitoring type
Supplier-defined controls
Protective monitoring approach
IT-technicians and others working with the system reports suspected anomalities. The incident is classed on priority level based on impact and urgency on predefined criterias. Top priority level is handled in 20 minutes and with a resolution time of 4h. For more details please refer to our Services Definition document.
Incident management type
Supplier-defined controls
Incident management approach
Predefined Incident management process for receiving, identifying, prioritizing and managing incidents. Users can report incidents via phone or email. Incident reports are sent via mail

Secure development

Approach to secure software development best practice
Supplier-defined process

Public sector networks

Connection to public sector networks
No

Social Value

Covid-19 recovery

Covid-19 recovery

We have worked extensively with the governments and healthcare provides within the countries we are established in to enable fast delivery of COVID-19 related services. Examples of these include the delivery of more than 100 COVID-19 related units for the purposes of consultation, assessment and vaccination appointments. Aurora teleQ system has supported healthcare organizations in ways such as:
• Increasing the availability of services for patients
• Management of increased contact volumes for healthcare units
• Reducing strain and demand for healthcare services
• Better ways of working in delivering COVID-19 related services.
We work continuously in helping healthcare organizations in recovering from COVID-19 and support them in the future in increasing both availability and accessibility while improving the delivery of healthcare services.
Tackling economic inequality

Tackling economic inequality

Aurora Innovation is dedicated to increase access to care services and create well-functioning work environments for healthcare professionals. With our digital platform for contact management, Aurora teleQ, we contribute to better customer service, a better experience for people in need of care and a smoother working process for healthcare professionals.

Since 2005 we have been modernizing the delivery of healthcare services through solutions that allow for improved availability and accessibility of services while increasing the productivity of healthcare units.
Wellbeing

Wellbeing

Aurora Innovation is dedicated to increase access to care services and create well-functioning work environments for healthcare professionals. With our digital platform for contact management, Aurora teleQ, we contribute to better customer service, a better experience for people in need of care and a smoother working process for healthcare professionals. According to our customer survey results Aurora teleQ improves the smoothness of work, clarifies the performance of work tasks, makes daily work easier, calms the working environment and improves patient work.

Our solution is enabling healthcare staff to structure their incoming calls, organize their workday, and better meet patient needs. Reducing the constant ringing of phones Aurora teleQ is able to increase the wellbeing of healthcare staff, while reducing the frustration that patients face when having to wait in call queues. Aurora teleQ allows for customers to leave their contact request with a single contact, receiving the knowledge of when they will be contacted. According to our customers, streamlined calls organize the workday, improve patient and staff satisfaction, and allow for more time for patient facing work.

Pricing

Price
£87 a licence a month
Discount for educational organisations
No
Free trial available
Yes
Description of free trial
Pilot: Free of charge with no commitment: As part of you evaluation process, you can always ask for a free of charge Pilot (for site or sub-unit) The pilot tests a fully configured Aurora teleQ. Outcomes show efficiencies gained in workflow, volume of contacts and time gained for F2F contacts.
Link to free trial
https://aurorainnovation.com/en/contact-us/

Service documents

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 reine.aslander@aurorainnovation.com. Tell them what format you need. It will help if you say what assistive technology you use.