AGILE WORKFORCE SERVICES LIMITED

Workforce Management Services for Healthcare

Agile Workforce Services provides an end-to-end booking system, LMS, for
managing your temporary staff (bank, collaborative bank, agency, DE).
Designed specifically for the healthcare sector, it continues to adapt to market
changes with multiple compliance and cost management controls in place,
and supported by 100+ agencies in the healthcare sector.

Features

• Workforce Management - Bank, Collaborative Bank, Agency, Direct Engagement
• Self-Fill APP for Bank Candidates
• Remote Access from any Device
• Budget Controls, Real Time Reporting, Dashboard and Management Information
• ISO27001 accredited - extensive security and access controls
• Integration with third party systems - standard API based
• Online timesheets - all payment processes accommodated
• Multiple automated processes and checks - including compliance
• Out of hours bookings
• Full control of end to end booking process

Benefits

• Designed specifically for healthcare workforce management
• Accessible from any device - and self-fill candidate APP
• Full visibility and control of your temporary workforce
• Multiple budget and workforce planning tools - reduction in costs
• Full training and 24/7 support
• Experienced implementation team - 2-6 week implementation
• Established processes and procedures - no drop in fill rates
• Meets interoperability requirements
• Unlimited users - no costly licence fees
• Multiple compliance and cost management controls

£0.80 a user an hour

Service documents

• Pricing document

  PDF

• Skills Framework for the Information Age rate card

  PDF

• Service definition document

  PDF

• Terms and conditions

  PDF

Request an accessible format

If you use assistive technology (such as a screen reader) and need versions of these documents in a more accessible format, email the supplier at contracts@agile-workforce.co.uk. Tell them what format you need. It will help if you say what assistive technology you use.

Framework

G-Cloud 13

Service ID

934590750476409

Contact

Tracy Ward
01756860095
contracts@agile-workforce.co.uk

Service scope

• Software add-on or extension: No
• Cloud deployment model: Public cloud
• Service constraints: No
• System requirements: Access to modern browser or smart phone

User support

• Email or online ticketing support: Email or online ticketing
• Support response times: You have 24/7 access to our experienced LMS support team to help with; queries on using LMS – we log all calls, responses and resolution times, and the service levels we commit to will be agreed. LMS utilise the JIRA reporting; system. Support is by phone, online and email . LMS help desk may be; contacted for immediate assistance from 8am to 6pm (week days) , with out-of-hours service provided by phone 24/7. LMS support team acknowledge and estimate time for resolution within 2 working hours. Resolution times will be dependent on priority level (see terms and conditions).
• User can manage status and priority of support tickets: Yes
• Online ticketing support accessibility: None or don’t know
• Phone support: Yes
• Phone support availability: 24 hours, 7 days a week
• Web chat support: No
• Onsite support: Yes, at extra cost
• Support levels: We will provide full training to all individuals at the client identified during the; on boarding process as requiring access to LMS (client authorised users), as; well as training manuals and videos (updated as required). On site training is in a; variety of formats - floor walking, one to one and classroom - and applicable to specific job roles (finance, HR etc). Ongoing training support is provided via; webinars (includes refresher training, training on new functionality/enhancements or updates) as well as face to face training for new starters, where agreed with client. Each client will have a dedicated account; manager. Pricing for training and support is included as part of agreed set up costs (see rate card).
• Support available to third parties: Yes

Onboarding and offboarding

• Getting started: We provide clients with training tailored according to job roles in a variety; of formats and at varying times during on-boarding, and then ongoing.; This includes initial classroom style overview, one to one "hands on"; workstation training, floor walking and webinars. We also provide our; clients' suppliers with relevant training via webinars. A training manual; and videos are also provided - with release notes/updates issues as; applicable (with further training provided where needed). We also; provide clients and their suppliers with 24/7 support.
• Service documentation: Yes
• Documentation formats: PDF
• End-of-contract data extraction: With regard to client or their suppliers' data held within the LMS software; platform we will ensure such data is transferred to the client or supplier; (as relevant) within 30 days of the date of termination and such data will; be in .csv format. The data will be subsequently deleted from our servers; and the software platform (see service definition document for more; details) subject to data protection legislation and Framework; requirements.
• End-of-contract process: At the end of a contract a client can have customised data extracts. We; agree the exit plan with the client at the outset of the contract as to what; they will require and also agree any additional costs (see service; definition document).

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 mobile portal for candidates is a fully responsive application.
• Service interface: Yes
• User support accessibility: None or don’t know
• Description of service interface: Our website for LMS is the service interface.
• Accessibility standards: None or don’t know
• Description of accessibility: We do not use a lot of symbols within the system but where we do there are; mouseovers/roll overs that explain what they are/what they do. All of the web; pages can be magnified without loss of function, and text can be highlighted to; be read out to a user (through available APPs). There are no trigger points based; only on colour. Bold is used to indicate items that have not been reviewed. We; do not use captchas. Our system provides information only, not sensory; experiences.
• Accessibility testing: We have not done any interface testing with users of assistive technology.
• API: Yes
• What users can and can't do using the API: The API is for programmers to work with, and they can use the API to connect; the database to different front ends if they wish. They can send data to the; system and retrieve data from it. Where they have specific and unique; requirements an API can be written for the client (subject to cost).
• API documentation: Yes
• API documentation formats: HTML
• API sandbox or test environment: Yes
• Customisation available: Yes
• Description of customisation: We can customise any aspect of the software subject to cost. A client can; acquire a right to a copy of the code to modify it as they see fit. There are; multiple opportunities to modify how the product behaves.

Scaling

• Independence of resources: We constantly monitor processor utilisation, upgrading architecture in line with demands for maximum number of concurrent users. We monitor the load time of key pages, and how long reports take to run, with pages that describe the longest time any given report has taken to run. If they are taking longer than is good practice, this indicates that the hardware needs to be upgraded or database queries need further optimisation. Our IT team provide 24/7 support, constantly monitoring the system and reporting to us immediately if there; are any concerns so we have time to react.

Analytics

• Service usage metrics: Yes
• Metrics types: We can provide clients with metrics on how many people logged on; at any one time, what reports have been run and by whom. All; activities in the system are recorded by user - with a full audit trail; available. We have developed numerous standard reports, and as; reporting is an integral part of LMS, it is easy to add more. Reports; can be generated into excel multisheet format. Graphs/dashboard; indicators can be added. Reports can be in most formats,; automated, with alerts for set criteria.
• Reporting types:
  • Real-time dashboards
  • Regular reports
  • Reports on request

Resellers

• Supplier type: Reseller providing extra features and support
• Organisation whose services are being resold: LMS Recruitment Systems Limited - for the healthcare sector

Staff security

• Staff security clearance: Other security clearance
• Government security clearance: Up to Baseline Personnel Security Standard (BPSS)

Asset protection

• Knowledge of data storage and processing locations: Yes
• Data storage and processing locations: European Economic Area (EEA)
• 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: In-house
• Protecting data at rest: Physical access control, complying with another standard
• Data sanitisation process: No
• Equipment disposal approach: A third-party destruction service

Data importing and exporting

• Data export approach: LMS can provide pull or push feeds for Data Warehousing in various formats and; protocols e.g. direct to MySQL, XML/JSON/CSV feed over http or by file; transfer or we can create a custom feed if the integration layer needs a different; format and/or protocol. As regards reporting from LMS, reports can be; generated into excel multisheet format. Graphs and dashboard indicators can; be added according to client preferences. Reports can be in most formats, can; be automated, with alerts sent if set criteria are exceeded/not reached.
• Data export formats:
  • CSV
  • Other
• Other data export formats:
  • Excel
  • XML
• Data import formats:
  • CSV
  • Other
• Other data import formats: TSV

Data-in-transit protection

• Data protection between buyer and supplier networks:
  • TLS (version 1.2 or above)
  • IPsec or TLS VPN gateway
  • Legacy SSL and TLS (under version 1.2)
• Data protection within supplier network:
  • TLS (version 1.2 or above)
  • IPsec or TLS VPN gateway
  • Legacy SSL and TLS (under version 1.2)

Availability and resilience

• Guaranteed availability: We guarantee 99% availability. To date we have achieved 99.99%. By way of example, these are our Key Performance Indicators included in our terms and conditions: Service Availability - 24 hours, 7 days a week, 365 days a year. 99% availability - agreed downtime agreed with client is exempt.
• Approach to resilience: Available on request.
• Outage reporting: There is a public dashboard, plus email notifications are sent by email to; key contacts at each client.

Identity and authentication

• User authentication needed: Yes
• User authentication:
  • Username or password
  • Other
• Other user authentication: User name and password and location.
• Access restrictions in management interfaces and support channels: This is done programmatically, by configuring users at certain levels. each user account has a type (client staff, supplier, candidate), a level and a set of feature permissions, so it is possible, for example, to only give access to a feature to users of level 5 or above, Feature permissions are specific to each user type and new feature permissions can be added for all user types.
• 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: 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

Standards and certifications

• ISO/IEC 27001 certification: Yes
• Who accredited the ISO/IEC 27001: Intertek - for LMS and Agile Workforce Services
• ISO/IEC 27001 accreditation date: 1st August 2016 (LMS) and 1st February 2020 (Agile)
• What the ISO/IEC 27001 doesn’t cover: The certification covers: LMS - the design and ongoing development of the web based recruitment system for managing workforce solutions and management of associated training Agile - the provision of workforce management solutions within the healthcare sector to include: end to end recruitment technology solutions, bank and agency management, invoicing, payroll, direct engagement, insourcing of medical services, and Management Information.
• ISO 28000:2007 certification: No
• CSA STAR certification: No
• PCI certification: No
• Cyber essentials: Yes
• Cyber essentials plus: No
• Other security certifications: No

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: All of our processes are ISO27001 accredited - with staff trained regularly in these processes, with internal audits taking place as well to confirm compliance.

Operational security

• Configuration and change management standard: Supplier-defined controls
• Configuration and change management approach: The Change Management Team comprises a member of the Senior Management Team, the LMS IT Manager, LMS Business Analysts and our Projects and Implementation Manager (from clients' perspective). Full assessment is made of the change, the potential (including security) impact, timescales and the work required. Each requirement goes through our project management process which includes testing for requirement, identifying change points/responsibilities, robustness of change, re-briefing where necessary or can result in "no action" where the change can be absorbed into current procedures. Code reviews and testing and deployment overseen by IT Manager. Release notes and training provided as applicable.
• Vulnerability management type: Supplier-defined controls
• Vulnerability management approach: Threats are assessed from technology news and system log files and evaluated for applicability, and potential severity. Patches to services can be deployed within a day, depending on the complexity of the work.
• Protective monitoring type: Supplier-defined controls
• Protective monitoring approach: User and system activity is logged. Identification of potential compromises depends on triggering of system alerts on activity levels or manual review of logs, Response would be to evaluate the level of compromise and respond accordingly, depending on the severity.; Response to identified incidents would be the same day.
• Incident management type: Supplier-defined controls
• Incident management approach: Pre-defined processes are in place for common incidents (e.g. user suspects their account is compromised). Users report incidents to the LMS help desk by telephone or email. Incidents are reported to the system owner using a standard format.

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

• Fighting climate change:

  Fighting climate change

  We are currently undergoing ISO4001 accreditation to formalise environmental targets. Being part of the nGage Group, who are already a certified net zero organization, we are well placed to becoming net zero long before 2050.; Furthermore, as part of nGage, we offset our emissions through several projects around the world such as ‘Hydroelectric Power in the Amazon’, ‘Burgos Wind Farm Project’, ‘Gansu Dang Hydropower Project’ and the ‘African Cooking Stove Programme’ – these projects also support education, employment, and clean water, as well as having net positive impact on local wildlife and ecology.; Hybrid Working – Since the pandemic we were able to shift to a hybrid working environment quickly due to having the technology in place for remote working – this meant that our teams could work from home safely and drastically reduce our carbon footprint. By continuing this option not have we maintained the reduction of emissions, but also provided a healthy work/life blend for our staff’s wellbeing.; Company Vehicles – In 2021 all our company cars became electric which works well alongside our “Cycle to Work” scheme which our staff get highly involved with – especially the electric bikes.; Facilities – Within our offices we have eco lighting throughout which switch off automatically if no motion is detected. Staff are encouraged to reduce, reuse, recycle and only print when necessary.; Technology – Since moving to a digital working environment we have greatly reduced our paper usage. Our LMS system was updated so that CVs, qualifications, compliance documents and any other pertinent documents could be emailed and uploaded rather than hard copies being scanned when meeting face-to-face.; Support – We work with our clients to support their business targets in all areas, this includes social value goals which we are always happy to report on within MI.
• Covid-19 recovery:

  Covid-19 recovery

  To support our clients over the pandemic we were able to provide an uninterrupted service and minimalized patient disruption by adapting quickly to a hybrid working environment – in phase 1 we were able to conduct face-to-face appointments, in phase 2 we moved to telephone and virtual appointments and suspended theatre procedures due to Covid restrictions. Now, in the recovery phase, we have returned to face-to-face appointments and limited theatre space.; This was possible due to our teams being on hand 24/7 during this gruelling time. This service will continue so that we can offer flexibility to our staff, should they need to temporarily isolate or shield long-term, but also continue “business as usual” for our clients.; Having this flexible working option has opened our job market nationally as we have been able to hire multiple staff around England who are not local to Skipton. So far, 38% of our staff are from outside of the area consequently creating employment for those who lost jobs over the pandemic. ; A further benefit of hybrid working means we support those who wish to be vaccinated as they can stay at home if experiencing any side effects of the vaccine, but also book appointments any time near their homes.; As the lead supplier on a number of medical workforce NHS contracts we rely on the support of 100+ recruitment agencies in our supply chain. When the NHS were encouraged to pay small businesses quickly during covid-19 to support them, we also ensured we paid our sub-contractors early, an important lifeline during a very difficult time for many small businesses. ; In terms of further local support in December 2020 and 2021, when many local businesses were struggling, we sourced all products for our Christmas hampers from local companies – contributing £10,000 towards local commerce.
• Tackling economic inequality:

  Tackling economic inequality

  We have offices in England, Poland and India all of which experience differing Gini coefficient levels. We understand that not only can pay gaps vary within genders but also geographically. We know that this extends not just regionally, but within the same neighbourhoods as evidenced by the Office of National Statistics.; Our head office is based in Skipton therefore local to 3 of the highest deprived areas in England and we can confirm that 10% of our staff live in these areas. They have been provided with mandatory induction training which includes communication skills, handling confidential and protecting information, problem solving, data protection and handling information online such as social media usage – all heavily focused on bridging the digital skills gap.; They also receive further education via the REC and offered apprenticeships by utilising our levy pot. Put simply, they receive the same training opportunities as all our staff to level-up wherever it is required. This includes student placements with our local universities. Furthermore, it has always been company policy to pay our staff above market averages for the roles they work in.; As the lead supplier on a number of medical workforce NHS contracts we rely on the support of 100+ recruitment agencies in our supply chain. We continue to support new entrants to the market (subject to Framework/NHSI requirements) and also identify together with our clients’ appropriate SME/niche agencies that are local to or can provide specialist support. Our selection process is fair and equitable and ensures new and growing businesses can join our supply chain as well as those that are larger or more established. We pay them early to support their businesses which we found to be particularly important during the pandemic.
• Equal opportunity:

  Equal opportunity

  We have an “Equal Opportunity and Diversity policy” which confirms our commitment to embracing diversity and promotes the benefits this brings in all our business activities. We are always seeking to develop a business culture that reflects that belief.; We consistently look for ways to expand our recruitment media avenues to ensure we have a diverse employee and candidate base. We also support our clients to meet their own diversity requirements and challenge them if they provide hiring criteria which concerns protected characteristics.; We treat everyone equally and do not discriminate on the grounds of an individual’s “protected characteristic” under the Equality Act 2010 (the Act) of age, disability, gender re-assignment, marriage and civil partnership, pregnancy and maternity, race, religion or belief, sex and sexual orientation.; All staff receive mandatory training in equal opportunities and have an obligation to respect and comply with our policy from induction as part of their contract with us. This training is refreshed and repeated annually.; In terms of health and safety, we have trained fire marshals responsible for evacuating the building safely but also a secondary layer “buddy system” so should there be an office emergency, there is a dedicated partner responsible for the safe evacuation of workers who may have a disability. These partners are assigned during induction. Furthermore, having a hybrid working environment means staff can work from the comfort of their own home should accessibility be an issue.; We work with many doctors where English is not their first language, it is a mandatory requirement for them to sit an English proficiency exam (either OET or IELTS accreditation) and provide proof of competency for them to conduct their role effectively. Should this certificate not be in place we signpost them to obtain it to support them in their career.
• Wellbeing:

  Wellbeing

  We have a "Stress and Wellbeing Policy" which states we are committed to protecting the health, safety and wellbeing of our staff. We recognise the importance of identifying and tackling the causes of work-related stress. We also recognise that personal stress, while unrelated to the workplace, can adversely affect the wellbeing of staff at work.; ; We have the following in place to support our staff and candidates:; ; - Appointed a number of mental health first aiders, available anytime; - All line managers are trained to recognise potential issues of work-related stress or mental ill health in their teams; - Promote a culture of open communication by providing formal, informal and anonymous channels; - Monitor workloads and reallocate work where necessary; - An employee assistance programme; accessible 24/7; - Free membership to the mindfulness app ‘Headspace’; - Guidance on external support from the charities ‘Mind’ and the ‘Samaritans’

Pricing

• Price: £0.80 a user an hour
• Discount for educational organisations: No
• Free trial available: No

Service documents

• Pricing document

  PDF

• Skills Framework for the Information Age rate card

  PDF

• Service definition document

  PDF

• Terms and conditions

  PDF

Request an accessible format

If you use assistive technology (such as a screen reader) and need versions of these documents in a more accessible format, email the supplier at contracts@agile-workforce.co.uk. Tell them what format you need. It will help if you say what assistive technology you use.