INVOLVE VISUAL COLLABORATION LTD

Medio-Consult / SQOD

Medio-Consult / SQOD is a fully customisable video consultation / assessment platform, which hosts an array of features allowing you to manage the workflow of your virtual appointments in a way which suits your organisation’s processes.
Use SQOD for scheduled calls, drop-in clinics and waiting areas.

Features

• Single, consistent entry point on service’s webpage for all users
• Users enter queue in waiting area, no user account needed.
• Text transcript generation post video call.
• Self-testing functions help to minimise the need for technical support
• Customisable user / provider experiences
• Facilitates customisable post-consult evaluations per service.
• Resource Centre: extensive resources and materials to support adoption
• Scheduled one time appointments
• Advanced reporting abilities (self service)
• Audio and video recording by agreement

Benefits

• Replicates physical world. Mimics how services are accessed, managed today
• Offers familiar processes, which is key to adoption
• Minimises the need for travel
• The human, economic, systemic benefits of video consultations at scale
• No parallel processes for video, or extra work for staff
• Use existing clinical and admin systems via integration
• Inherently secure and private by design, 3-tier security model
• No patient identifiable data stored (no digital footprint)
• Platform entirely web-based, no other software required
• Designed for use across multiple sectors

• 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 sales@involve.vc. Tell them what format you need. It will help if you say what assistive technology you use.

Framework

G-Cloud 15

Service ID

823988225418274

Contact

Debbie Pointer
03300883475
sales@involve.vc

About your service

• Service categories:

  Applications

  Collaborative

  • Team collaboration

  Conferencing and virtual event

  • Web Conferencing Applications
• Multi cloud support: No

Service scope

• Software add-on or extension: No
• Cloud deployment model: Public cloud
• Service constraints: The platform is designed to be simple and user friendly. Users require a supported web browser and minimum specification devices see: https://resources.sqod.co.uk/article/19-system-requirements
• System requirements:
  • Modern Supported Web Browser
  • Apple Safari Web Browser
  • A web camera (built-in or USB)
  • A microphone ( built in to laptop computers and webcams)
  • Speakers or headset
  • A reliable connection to the internet
  • PC, Tablet, Mobile Device
  • Android Browser

User support

• Email or online ticketing support: Yes
• Support response times: Initial response in 2 hours within working hours (Monday to Friday)
• User can manage status and priority of support tickets: Yes
• Online ticketing support accessibility: WCAG 2.2 AA
• Phone support: Yes
• Phone support availability: 24 hours, 7 days a week
• Web chat support: No
• Onsite support: Yes
• Support levels: We have a range of support service from in-hours Monday - Friday to 24 / 7 / 365, depending on specific requirements.; Our IL3 accredited network operations centre is available for inbound support via email, telephone and video. We can provide a three layer support system with response times defined within our Involve Assist T&C's.; The tiered structure will provide support as follows:; 1. Tier 1 will provide support on general issues, high level fault resolution and administration around usage of the service. Any issues that are unable to be resolved at this stage will be escalated to tier 2.; 2. Tier 2 will provide support on technical issues around usage of the service and supporting end-user IT functions. Any issues that are unable to be resolved at this stage will be escalated to tier 3.; 3. Tier 3 will use Involve's development team in addition to Involve's technical support to resolve any faults or outages that occur.
• Support available to third parties: Yes

Onboarding and offboarding

• Getting started: We provide a range of onboarding services, ranging from initial set up of your organisational unit, creation of waiting areas and service users through to user and adoption training with individuals or groups. Online training tools and a wealth of online resources can be found within the online resource centre that you will have access to.
• Service documentation: Yes
• Documentation formats: PDF
• End-of-contract data extraction: All customer log in details will be deleted on contract expiry. No other customer data is stored with the portal other than this.
• End-of-contract process: As part of every contract we hold, you will be assigned an account manager who will be your single point of access at Involve in relation to the contract. Your account manager will discuss with you contract renewal costs and benefits and in the unlikely event that you wish to cancel the contract at the end of its current term, access will be restricted to the Platform at the end of the final contracted day with a follow up on how data can be returned to the client.
• Documentation accessibility standard: EN 301 549

Using the service

• Web browser interface: Yes
• Supported browsers:
  • Microsoft Edge
  • Firefox
  • Chrome
  • Safari
  • Opera
  • Other
• Application to install: No
• Designed for use on mobile devices: Yes
• Differences between the mobile and desktop service: No material difference except that layout changes to suit the screen format
• Service interface: Yes
• User support accessibility: WCAG 2.2 AA
• Description of service interface: All service and administration is done via the management console web page. This is accessed by the designated administrator who can delegate access to other authorised users.
• Accessibility standards: None or don’t know
• Description of accessibility: A formal accessibility assessment has not been conducted on the most recent version of the management console. The console employs components that have accessibility support as outline in 9.2: Web content requirements.
• Accessibility testing: NA
• API: Yes
• What users can and can't do using the API: Most configuration aspects of the Platform can be accessed via the API.; ; Developers can enable their applications or integrations to access the API using credentials with the appropriate access levels to the target configuration. HTTPS REST calls with JSON payload are supported.; Supported features include:; ; User Management; Appointment Management; Waiting Room Management; Inbound Caller Management; Reporting
• API documentation: Yes
• API documentation formats:
  • Open API (also known as Swagger)
  • HTML
• API sandbox or test environment: Yes
• Customisation available: Yes
• Description of customisation: Service Administrators can customise many aspects of the service including customisation of branding using provided tools to ensure seamless integration for customer journeys, messaging provided to patients, support contacts, patient information, opening hours, service URL, embedded videos and post consult evaluations.

Scaling

• Independence of resources: The service is fully designed and deployed with Amazon Web Services (AWS) and utilises AWS provided services. The infrastructure is set up over multiple availability zones to provide resilience and high availability, with read-replicas being maintained so any data is replicated and available in the event of a system failure.; The data is stored in a relational database, a database hosting solution from Amazon that provides built-in security, continuous backups, serverless compute, automated multi-Region replication, and integrations with other AWS services. It too will manage scaling due to demand.

Analytics

• Service usage metrics: Yes
• Metrics types: Standard reports are available for system access and usage including: Number of agents; Number of Consultations; Number of Scheduled Appointments; Waiting Areas Created; Activity Per User / Waiting room / Waiting Area activity / Abandoned Calls
• Reporting types:
  • API access
  • 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: Conforms to BS7858:2019
• Government security clearance: 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: No
• Datacentre security standards: Complies with a recognised standard (for example CSA CCM version 4.0)
• Penetration testing frequency: At least every 6 months
• Penetration testing approach: In-house
• Protecting data at rest:
  • Physical access control, complying with SSAE-18 / ISAE 3402
  • Encryption of all physical media
• Data sanitisation process: Yes
• Equipment disposal approach: In-house destruction process
• Data sanitisation type: Explicit overwriting of storage before reallocation / Secure Erase

Data importing and exporting

• Data export approach: Users assigned Customer Administrator or Agent roles have access to standard reports. These users can export in CSV format for all of their assigned entities, via the web application interface. In addition customer administrators can export their organisations data.
• Data export formats: CSV
• Data import formats: CSV

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: The service availability is based on the aggregate SLAs of the service components from the underlying cloud hosting provider. This is 99.95%.; ; No refund scheme is currently in place.
• Approach to resilience: The system is provided as a resilient, high availability service.; Underlying infrastructure is provided by accredited cloud providers, with redundant and resilient internet connections and local utilities.; ; The system is designed for continuity with resilience to both site and component failures.; ; Redundant sets of components are deployed into geographically-separated sites. These redundant components are configured for cross-communication, so that if a component fails in a given zone, its functions will be fulfilled by surviving components in another site.; ; The design is scalable with additional component units able to be added for resiliency, and capacity.
• Outage reporting: The following outage reporting methods are employed:; - Publicly accessible Service Status Dashboard; - API available for individual component status; - Email alerts to nominated Customer Contacts

Identity and authentication

• User authentication needed: Yes
• User authentication:
  • Multi-Factor Authentication (MFA)
  • Username or password
• Access restrictions in management interfaces and support channels: Buyer administrators are granted Administrative privilege to their Tenant.; ; Day to day management of individual provider access and usage is delegated appropriately to trained and responsible actors assigned to key admin roles; ; Admin role is distinct from that of a agent and has no access to operational components.; ; Admin roles do not have access to “add self” operations and must refer to a higher level administrator, or another administrator at the same level for their own role assignments.
• Access restriction testing frequency: At least every 6 months
• Management access authentication:
  • Multi-Factor Authentication (MFA)
  • Username or password

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: 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: Complies with ISO27001 Information Security Management Standard
• 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: Involve confirms with ISO27001 ISMS.; ; The platform and systems development lifecycle is mature with clear boundaries between phases and activities and individual assignment and accounting for activity at each phase.; ; QA Scope test case specification and execution are tracked and reported in functional and regression testing.; ; Continuous Integration, Continuous Delivery and Test automation is in place to ensure repeatable, consistent and robust deployment.; ; Role separation for QA signoff, authority to deploy and deployment execution.; ; All software development steps are tracked in an issue management system which incorporates approval gates and sign off of impact, risk and rollback steps.
• Vulnerability management type: Supplier-defined controls
• Vulnerability management approach: Infrastructure and application assurance, employs a suite of standard security testing tools; ; - Regular external-facing testing is performed to ensure infrastructure attack surface-area complies with the design and deployment specifications; ; - Server configuration and software versions are audited against currently-known vulnerabilities; ; Application server systems protection with:; - Automated system vulnerability assessment; ; - Virtual patching providing automatic update of protection modules for newly discovered vulnerabilities even before operating system or vendor patches are available.; ; - The application hosting environment is audited for any inadvertent misconfiguration; ; - Third-party-contracted testing is performed in concert with key stakeholders
• Protective monitoring type: Supplier-defined controls
• Protective monitoring approach: Web Application Firewall with comprehensive OWASP Top 10 coverage; ; On host intrusion protection and detection system:; Alerts are configured so that system administrators are informed when events occur which require immediate action or investigation. Major event alerts trigger delivery of email. Critical events trigger alert via AWS SNS with higher priority email and SMS to designated phones.; ; Daily Reports are delivered to System Administrators which cover:; • Summary of all System and Subsystems Events; • All Firewall Events; • All Integrity Monitoring Events; • All Log Inspection Events; ; Identified incidents are correlation with system wide log/events
• Incident management type: Supplier-defined controls
• Incident management approach: Responsible support staff are alerted to intrusion detection, component failures and above threshold metrics.; ; - A Service Desk is available for logging of incidents, with ticket confirmation via email to reported.; ; - Incident resolutions are logged and add to knowledge base for most effective future responses.; ; - Centralised Log collection and analysis allows rapid analysis of system errors or attack vectors and forensics.; ; - Post Incident Review will be conducted with root cause analysis reported to Management Team.; ; - The Management Team is responsible for Reporting and rectifying security weaknesses, instigating control improvements based on lessons learned
• Post-quantum cryptography secure: No

Secure development

• Approach to secure software development best practice: Supplier-defined process

Public sector networks

• Connection to public sector networks: No

Pricing

• Discount for educational organisations: No
• Free trial available: Yes
• Description of free trial: Demonstrations and free trials can be requested via our website or by speaking with one of our sales team.
• Link to free trial: https://sqod.co.uk/contact-us/

Discount percentage by annual call-off contract value (excluding VAT)

• Less than £250,000: 0%
• Between £250,000 and £500,000: 5%
• Between £500,001 and £1,000,000: 7.5%
• Between £1,000,001 and £2,500,000: 10%
• Between £2,500,001 and £5,000,000: 15%
• Over £5,000,001: 20%

Non-mandatory Standards and certifications

• ISO/IEC 27001 certification: Yes
• Who accredited the ISO/IEC 27001: LRQA Group Limited
• ISO/IEC 27001 accreditation date: Tuesday 14 December 2010
• What the ISO/IEC 27001 doesn’t cover: Our ISO27001 certificate covers all services supplied by Involve Visual Collaboration Ltd.
• ISO 28000:2022 certification: No
• ISO 9001 certification: Yes
• Who accredited the ISO 9001 certification: LRQA Group Limited
• ISO 9001 accreditation date: Tuesday 14 December 2010
• What the ISO 9001 doesn’t cover: Our ISO9001 certificate covers all services supplied by Involve Visual Collaboration Ltd.
• Quality management systems (QMS): Yes
• CSA STAR certification: No
• PCI certification: No
• Cyber essentials: Yes
• Please provide your Cyber Essentials Certificate Number: 76bac2f2-7e15-4d66-a888-3b4a58db5a21
• Cyber essentials plus: Yes
• Please provide your Cyber Essentials Plus Certificate Number: E70bc759-9d8d-4560-830a-7e155cb3e343
• 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
    • Ensuring new workers are informed of their right to join a trade union
    • 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
    • Employment contracts that reflect actual hours worked; steps taken to ensure employees understand their contracts and have the ability to review and adjust them if actual hours regularly exceed contracted hours
    • 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
    • Offer a pay and leave entitlement to all eligible staff who become kinship carers, ideally equivalent to statutory adoption pay and leave
    • 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
    • Entitlement to sick pay for the contract workforce, with provision in place for any staff who do not meet the earnings threshold for statutory sick pay, payment of sick pay from day one of absence and payment of staff on the contract workforce who are off sick a replacement income of 100% of their usual earnings for as long as possible
    • 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 the contract workforce by providing career advice, and providing opportunities for staff working on the contract with in-work progression career development into known skills shortages or high growth areas
    • Support for educational attainment relevant to the contract, including training schemes that address skills gaps and result in recognised qualifications
    • Volunteering opportunities for staff
    • Understanding of the modern slavery risks and issues affecting the market, industry, sector or country (of origin or of source) relevant to the contract, and the workforce in the supplier’s own organisation and those of its key subcontractors
    • 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
    • How these flow down the supply chain and are monitored Illustrative examples include reporting, site visits, audits, etc.
    • How to ensure business decisions re: price/cost, short lead times, payment timescales do not create modern slavery risks in the supply chain
    • How the supplier will work with NGOs, trade unions or other businesses to address modern slavery risk
    • Means of influencing staff, suppliers, customers, communities and/or any other appropriate stakeholders with respect to modern slavery risks relating to the contract

  • 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
    • Ensuring accessibility to contracting and subcontracting opportunities for disabled business owners and employees
    • 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 for making facilities used in the delivery of the contract available for community groups, education or training
    • 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
    • Collaborating with anchor institutions and community groups to make facilities available for education, training or community events

  • 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
    • Delivery of training schemes and programmes to address any identified skills gaps and under-representation in the workforce for the contract (e.g. prison leavers, care leavers, kinship carers, disabled people)
    • Understanding of the issues affecting the representation of disabled people in the workforce in the market, industry or sector relevant to the contract, and in the supplier’s own organisation and those of its key sub-contractors
    • 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
    • Working conditions which promote an inclusive working environment and promote retention and progression
    • Other measures to provide equality of opportunity for disabled people and those with health conditions into employment, including becoming a Disability Confident employer and inclusion of supported businesses in the contract supply chain
    • 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
    • Understanding of issues relating to entering the contract workforce
    • Creation of outreach activities to create a pipeline of employees for the future contract delivery
    • Content of the outreach activity is designed to suit the target cohort

  • 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
    • Actions to invest in the physical and mental health and wellbeing of the contract workforce

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 sales@involve.vc. Tell them what format you need. It will help if you say what assistive technology you use.