IMOSPHERE LTD

Connected Toolkit for Adult Social Care

England’s only modular suite of digital workflow forms (Connected Community/Practice) and a personal budget calculator (Connected Funding) that integrates directly into ASC case management systems. Helping councils make confident decisions from first contact to review - and linking people, practice, and funding to create fairer, more consistent, and sustainable care.

Features

• Connected Practice forms cover contact, prevention, assessment, planning and review
• Connected Practice forms pre-built into LAS/Mosaic case management systems
• Connected Community self-assessment templates for adults/carers uses within Citizen Portal
• Connected Funding calculates accurate personal budgets in case management systems
• Estimated budgets broken down by care domain and living situation
• Quality Assurance output to help ensure accuracy of data
• Remote updates to algorithm configuration as things change
• Annual product performance review highlights data and quality issues
• Inclusive benchmarking service for comparison to other local authorities
• Specialist support with configuration and implementation

Benefits

• More inclusive practice through use of clear, trauma-informed language throughout
• Greater assurance from alignment with Care Act and CQC framework.
• Time saved through tools being off-the-shelf within case management systems.
• Reduced long-term demand through timely, effective early support.
• Less duplication thanks to pre-population and smart form design.
• Improved spend management ability due to consistently accurate budgets.
• Fairer funding by allocating similar amounts for similar needs.
• Simpler workflows with one budget tool for all needs.
• Increased public confidence through adherence to Algorithmic Transparency Recording Standards
• Clearer planning by tracking change and forecasting future need.

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 info@imosphere.co.uk. Tell them what format you need. It will help if you say what assistive technology you use.

Framework

G-Cloud 15

Service ID

962617273989742

Contact

Oliver Brown
0800 802 1884
info@imosphere.co.uk

About your service

• Service categories:

  Applications

  Production and operations

  Service industry and public sector operations

  • Adult Social Care
• Multi cloud support: No

Service scope

• Software add-on or extension: Yes, but can also be used as a standalone service
• What software services is the service an extension to: The Connected Toolkit integrates into an LA's case management system. The Connected Practice module exists as forms in the CMS. The Connected Funding module generates estimated budgets into the CMS via integration with a web service. The Connected Toolkit can be a standalone service via our optional cloud-based software platform.
• Cloud deployment model: Public cloud
• Service constraints: There is a brief monthly maintenance window which is timed to be outside of UK core office hours. The web service uses SOAP and support TLS 1.2 minimum for integrating with 3rd party IT systems.
• System requirements:
  • Connected Funding web service uses SOAP technology for integration
  • Connected Funding web service supports TLS 1.2 minimum for integration
  • Licences for the Connected Toolkit are organisation-wide

User support

• Email or online ticketing support: Yes
• Support response times: Core support hours: Mon–Fri 09:00–17:30 UK time (excluding bank holidays). Response targets: Priority 1 (service unavailable) notify key contacts within 1 hour of awareness, restore within 24 hours, permanent fix within 5 working days. Priority 2 initial response within 4 support hours; workaround within 2 working days; permanent fix within 7 working days. Priority 3 initial response within 1 working day; cause within 10 working days; action within 15 working days. Priority 4 initial response within 3 working days. Out of hours/weekends: tickets are logged and triaged next business day; Priority 1 incidents are escalated immediately.
• 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: No
• Support levels: We provide a service desk ticket system and email support 09:00–17:30 UK time, Monday–Friday, excluding bank holidays. SLA targets: P1 service outage notify key contacts within 1 hour, restore within 24 hours; P2 initial response 4 support hours; P3 1 working day; P4 3 working days. Weekend/out‑of‑hours tickets are logged and triaged next business day; P1 incidents are escalated immediately. This does not come at an extra cost but is included in the annual contract fees - which also includes periodic product updates, remote check‑ins with customer success team, online help resources and attendance at customer events. Any extended hours cover required by customers and any training/workshops or configuration/modelling assistance not included in the annual contract fee are priced at our published G‑Cloud day rates.; A named Project Manager and Customer Success Consultant is provided during implementation, with the named Customer Success Consultant continuing for BAU for the lifetime of the contract.
• Support available to third parties: No

Onboarding and offboarding

• Getting started: We provide an online e-learning package which is recommended for all users to complete, alongside any internal training about changes to processes.; We also provide a range of product documentation.; We recommend planning user familiarisation activities early on because supporting people to have the knowledge they require about a change increases the chances of internal adoption.
• Service documentation: Yes
• Documentation formats:
  • HTML
  • PDF
• End-of-contract data extraction: Where relevant, the data is extracted and returned in CSV format.
• End-of-contract process: With regard to Connected Community and Connected Practice, we will request that the LA removes all Imosphere-licensed forms from their CMS / Citizen Portal.; With regard to Connected Funding, the process depends on the technical setup the LA has used:; (1) For LAs who have been using the Imosphere cloud-based software for undertaking estimated budget calculations, or who have a webservice-based connection to this software from their CMS - we disable any/all access to the software, extract to CSV and return all calculation data, then securely destroy data held on our systems in line with our data sanitisation processes - with the exception of any data to be retained as per our Data Retention Policy.; (2) For LAs who have been undertaking estimated budget calculations solely within their CMS, we will request that the local authority removes the Connected Funding algorithm from their CMS.; We then require a letter signed by a senior executive confirming that all Connected Toolkit elements have been removed from the LA's CMS.; We retain financial information regarding our relationship for the period required by HMRC.; The above is all included in the price of the contract.
• Documentation accessibility standard: WCAG 2.2 AA

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: 'Yes' only applies to the Connected Practice, Connected Community and Connected Funding forms where used within an LA's Case Management System - on the assumption that form-filling is available on mobile devices within the CMS. Differences between mobile and desktop services are as per specifications from the CMS provider.
• Service interface: Yes
• User support accessibility: None or don’t know
• Description of service interface: The elements of the Connected Toolkit are designed to be used within a local authority's case management system (CMS) - and therefore adhere to the service interface design of the particular CMS used.; For local authorities choosing to use the optional Imosphere cloud-based software for undertaking estimated personal budget calculations, this is a browser-based user interface - no local installation; accessed over HTTPS; data stored in the UK.
• Accessibility standards: None or don’t know
• Description of accessibility: The elements of the Connected Toolkit are designed to be used within a local authority's case management system (CMS) - and therefore adhere to the accessibility features of the particular CMS used.; For local authorities choosing to use the optional Imosphere cloud-based software for undertaking estimated personal budget calculations, this meets WCAG 2.2 AA standards.
• Accessibility testing: The elements of the Connected Toolkit are designed to be used within a local authority's case management system (CMS) - and therefore rely on the assistive technology testing carried out by the supplier of the particular CMS used.; For local authorities choosing to use the optional Imosphere cloud-based software for undertaking estimated personal budget calculations, specific assistive technology testing has not yet been completed.
• API: Yes
• What users can and can't do using the API: For Connected Funding, the API situation is as follows:; (1) For LAs with a webservice-based connection to the Imosphere Connected Toolkit software from their CMS, this uses a SOAP-based API. Through this, CMS users submit assessment responses and service user identifiers; the service returns the Estimated Budget and key outputs calculated using the LA's Connected Funding algorithm. Recalculations are supported by resending updated inputs for the same case ID. There is a secondary element of the API which is used to send the 'Actual Budget' value for any estimated budget value already calculated via the API.; Regarding setup, we issue per‑authority credentials, a WSDL, test and production endpoints, example payloads, and mapping guidance. Clients build to the WSDL, test against UAT, then switch to LIVE once validated. ; Regarding limitations - batch processing is not provided; calls are per case and subject to reasonable rate limits. Administrative changes (for example, model updates, value tables, or new forms) are delivered through our implementation/change process, not via the API.; (2) For LAs using the Imosphere cloud-based software for undertaking calculations, and for LAs undertaking calculations solely within their CMS, no API is required or relevant.
• API documentation: Yes
• API documentation formats:
  • HTML
  • PDF
  • Other
• API sandbox or test environment: Yes
• Customisation available: Yes
• Description of customisation: The following can be customised:; (1) With regard to Connected Community (self-assessments) and Connected Practice (CMS forms), local authorities can make bespoke changes to the forms within their CMS/Citizen Portal so long as a record is maintained of all changes, in order that these can be re-applied in future version upgrades if still needed. Any significant changes that might affect estimated budget calculations via Connected Funding need to be ratified with Imosphere.; (2) The unit costs (rates) applied to 'units of care/support' calculated by Connected Funding. This is facilitated by the local authority completing a local ‘configuration template’. The configuration template is the key deliverable for the local authority - setting out each step of the algorithm’s allocation process and explaining the options available for configuring to reflect local circumstances and costs. This process and the expertise we offer in supporting it are essential in ensuring fair, sufficient and financially sustainable personal budgets – and providing a clear record of all decisions. Once the document has been completed (involving senior representatives from finance, commissioning and front-line practice), the decisions are applied by Imosphere to the algorithm.

Scaling

• Independence of resources: For Connected Funding, system resource demand management depend on the LA's technical setup:; (1) For LAs using the Imosphere cloud-based software for undertaking calculations, or who have a webservice-based connection to this software from their CMS - the enterprise server dealing with calculation requests is heavily resourced. The logical tenanting structure of the algorithm setup ensures concurrent requests from distinct organisations are processed independently. Most server activity involves reading from the database with very few write requests, keeping the likelihood of disruptive locks extremely low.; (2) For LAs undertaking calculations solely within their CMS, this is managed within their CMS.

Analytics

• Service usage metrics: Yes
• Metrics types: For Connected Funding, service metrics depend on the LA's technical setup:; (1) For LAs using the Imosphere cloud-based software for undertaking calculations, or who have a webservice-based connection to this software from their CMS - nominated LA representatives can access our 'Data Explorer' software - including a variety of statistics and actionable insights relating to the LA's data - and the ability to extract all data to CSV.; (2) For LAs undertaking calculations solely within their CMS, LAs must generate their own service metrics using their CMS.
• Reporting types:
  • Real-time dashboards
  • Reports on request
• Resource tagging: No
• FOCUS resource tagging: No

Resellers

• Supplier type: Not a reseller

Staff security

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

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:
  • Physical access control, complying with another standard
  • Encryption of all physical media
  • Scale, obfuscating techniques, or data storage sharding
• Data sanitisation process: Yes
• Equipment disposal approach: Complying with a recognised standard, for example CSA CCM v4.0, CAS (Sanitisation) or ISO/IEC 27001
• Data sanitisation type: Data Erasure

Data importing and exporting

• Data export approach: For Connected Community and Connected Practice, LAs can extract any required forms data using their CMS.; For Connected Funding, data extract depends on the LA's technical setup:; (1) For LAs using the Imosphere cloud-based software for undertaking calculations, or who have a webservice-based connection to this software from their CMS - we provide the facility for LAs to generate data exports of the input and output data in CSV format.; (2) For LAs undertaking calculations solely within their CMS, LAs can extract any required calculation data using their CMS.
• Data export formats: CSV
• Data import formats: Other
• Other data import formats: N/A

Data-in-transit protection

• Data protection between buyer and supplier networks:
  • Private network or public sector network
  • TLS (version 1.2 or above)
• Data protection within supplier network: TLS (version 1.2 or above)

Availability and resilience

• Guaranteed availability: Only applies to Connected Funding - and depends on the LA's technical setup:; (1) For LAs using the Imosphere cloud-based software for undertaking calculations, or who have a webservice-based connection to this software from their CMS - we guarantee 99.99% application availability, measured on a monthly basis, excluding planned maintenance and force majeure events. The service is hosted on resilient infrastructure with continuous monitoring. Availability is tracked at application level and reviewed monthly. If monthly availability falls below the guaranteed level, customers are entitled to a service credit equivalent to one day’s service for each full day in which the availability guarantee is breached, calculated on a pro-rata basis. Service credits are applied as a credit against future invoices or as additional service time at no charge, at our discretion. To request a service credit, customers must notify us within the relevant billing period, providing details of the dates of the service breach. All requests are validated against our service availability monitoring data.; The total service credit applied in any month will not exceed 100% of the monthly service charge for the affected service.; (2) For LAs undertaking calculations solely within their CMS, this is not applicable.
• Approach to resilience: Information is available on request.
• Outage reporting: This only applies to Connected Funding - and depends on the LA's technical setup:; (1) For LAs using the Imosphere cloud-based software for undertaking calculations, or who have a webservice-based connection to this software from their CMS - outage reports and notifications of planned work that may affect services are available via a public dashboard. Detailed information, including where individual customers may be affected, is provided via email alerts.; (2) For LAs undertaking calculations solely within their CMS, this is not applicable.

Identity and authentication

• User authentication needed: Yes
• User authentication:
  • Multi-Factor Authentication (MFA)
  • Username or password
• Access restrictions in management interfaces and support channels: This only applies to Connected Funding - and depends on the LA's technical setup:; (1) For LAs using the Imosphere cloud-based software for undertaking calculations, only users assigned 'Management' or 'Administrator' permissions can access management interfaces - and these levels are reserved solely for Imosphere employees.; (2) For LAs who have a webservice-based connection to this software from their CMS, restricted access is not relevant as this is automated integration between a local system and the Imosphere webservice, rather than a front-end system.; (3) For LAs undertaking calculations solely within their CMS, this is not applicable.
• 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 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: At least 12 months

Security governance

• Named board-level person responsible for service security: Yes
• Security governance certified: Yes
• Security governance standards: ISO/IEC 27001
• Information security policies and processes: We operate an Information Security Management System (ISMS) certified to ISO 27001:2022, supported by a comprehensive suite of policies covering areas such as employee screening and training, record classification and retention, information risk management, change management, incident management, business continuity, supplier management, network and access control, cryptographic controls, pseudonymisation and de-identification, and physical security.; Information security is overseen by our COO, who also serves as Chief Information Security Officer (CISO) and reports directly to the CEO. We also have a named Data Protection Officer. Day-to-day operation of technical and organisational controls is carried out by our Information Security Officer, IT Manager and CTO, with defined escalation routes for risks, incidents and non-conformities.; We ensure policies are followed through mandatory annual training for all employees, role-specific training for privileged users, internal audits, continuous monitoring of key controls, regular access reviews, supplier assessments, and structured incident reporting that is reviewed in monthly meetings.
• Software Security Code of Practice: Yes

Operational security

• Configuration and change management standard: Supplier-defined controls
• Configuration and change management approach: We have a documented configuration and change management policy.; We track the hardware components of our solutions via an asset management database.; Our change management process includes testing and review prior to implementation.; All software changes go through our full software development lifecycle, including quality gateways, multiple forms of testing (automated, security, UAT, requirements etc) and release management processes.
• Vulnerability management type: Supplier-defined controls
• Vulnerability management approach: We follow a documented vulnerability management policy. Routine updates are deployed on a monthly scheduled basis following testing in a lab environment with maximum timeline of 10 working days. Emergency updates are deployed following our emergency change process with a maximum timeline of 2 working days. Multiple sources are used for information: independent security organisations (i.e. BugTraq, Full Disclosure), vendors, government (e.g. NCSC, NIST), published information from security organisations and professionals and security conferences.
• Protective monitoring type: Supplier-defined controls
• Protective monitoring approach: We have a documented Information security event management policy. We use a SIEM tool to monitor activity on both compute and network devices with automated rules to highlight suspicious activity.; Potential compromises are raised within our Information Security Team messaging channel, and response is agreed depending on the severity. These are logged in our IS Issues Log.
• Incident management type: Supplier-defined controls
• Incident management approach: Our incident management process is based on the ITIL approach and includes consideration of prioritisation, proportionate response, monitoring, escalation and retrospective review. All employees are trained on the incident reporting and management approach. Senior management monitor issues in aggregate and on specific escalated issues, including performance against internal and external SLA standards.
• Post-quantum cryptography secure: No

Secure development

• Approach to secure software development best practice: Independent review of processes (for example CESG CPA Build Standard, ISO/IEC 27034, ISO/IEC 27001 or CSA CCM v4.0)

Public sector networks

• Connection to public sector networks: No

Pricing

• Discount for educational organisations: No
• Free trial available: No

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

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

Non-mandatory Standards and certifications

• ISO/IEC 27001 certification: Yes
• Who accredited the ISO/IEC 27001: LRQA
• ISO/IEC 27001 accreditation date: Wednesday 22 January 2025
• What the ISO/IEC 27001 doesn’t cover: N/A
• ISO 28000:2022 certification: No
• ISO 9001 certification: No
• Quality management systems (QMS): No
• CSA STAR certification: No
• PCI certification: No
• Cyber essentials: Yes
• Please provide your Cyber Essentials Certificate Number: 654ac91f-1265-4ec9-aaea-35e2f4ea8eae
• Cyber essentials plus: Yes
• Please provide your Cyber Essentials Plus Certificate Number: 5491d37d-36d8-4d68-a9a4-5bf7e390de55
• 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

    • 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
    • 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
    • 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
    • Measures to support in-work progression to help people in the contract workforce, to move into higher paid work by developing new skills relevant to the contract
    • Support for educational attainment relevant to the contract, including training schemes that address skills gaps and result in recognised qualifications
    • Volunteering opportunities for staff

  • 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

    • 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
    • Measures to involve local stakeholders and/or users in design (e.g. in the design of services, systems, products or buildings)

  • 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
    • 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 info@imosphere.co.uk. Tell them what format you need. It will help if you say what assistive technology you use.