CC2I LIMITED

Contact&Connect Reablement

As reablement packages end people often feel vulnerable and are more likely to represent at primary or acute health settings. Using scheduled, automated calls Contact&Connect makes sure people continue to be safe and well at home and alerts ASC services of any issues, providing people a social care ‘safety belt’.

Features

• Multi-modal communications (automated calls, SMS, emails & alerts)
• Ability to contact customers en masse to identify users need
• Conditional questioning alongside ability to broadcast information
• Live dashboard / real time customer information
• Ability to schedule calls & messages based on service/users/staff availability
• Inbuilt system alerts to support preventative ASC approach
• Supports multiple languages and accessibility needs, also advocate requirements
• Fully managed service with professional account management
• Simple user interface, data upload & export capabilities
• Ability to deploy platform to support any Social Care service

Benefits

• Ongoing contact with service users whose reablement packages have ended
• Crisis prevention & a more proactive, personalised approach
• Reducing presentation back to primary care & acute settings
• Regular contact helping people feel supported & 'in the system'
• Addressing key Care Act areas: falls, medications, hygiene, food/drink, dressing
• Integrated alerts if people have fallen or have medication issues
• Supporting the ‘ongoing conversation’ with clients around their care/support needs
• Ability to manage expectations around follow up responses if required
• Service co-designed with local authorities & their health/care partners
• High levels of customer engagement with calls & SMS

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@cc2i.org.uk. Tell them what format you need. It will help if you say what assistive technology you use.

Framework

G-Cloud 15

Service ID

964976015869305

Contact

Guy Giles
07973 909663
info@cc2i.org.uk

About your service

• Service categories:

  Applications

  Customer relationship management

  • Customer service
  • Contact centre
• Multi cloud support: No

Service scope

• Software add-on or extension: No
• Cloud deployment model: Private cloud
• Service constraints: Data quality is a related factor heavily influencing impact from the system. Contact&Connect can only contact customers if it receives accurate phone number(s). Whilst system reports will help you cleanse your customer contact data as it processes them, the level of inaccurate numbers will have a direct, proportionate effect on impact gained from the system.
• System requirements: Internet Access

User support

• Email or online ticketing support: Yes
• Support response times: Within 24 hours Mon-Fri
• 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: Yes
• Web chat support availability: 9 to 5 (UK time), Monday to Friday
• Web chat support accessibility standard: WCAG 2.2 A
• Web chat accessibility testing: Formal web chat testing with assistive technology users has not yet been undertaken. Accessibility has been considered through design and development best practice, including keyboard only navigation testing, use of semantic HTML, and clear labelling of interactive elements in line with WCAG 2.1 AA principles.; ; The web chat is designed to be compatible with common assistive technologies such as screen readers and built in browser accessibility tools. Any accessibility issues identified through internal testing or customer feedback are logged and prioritised for resolution.; ; Assistive technology user testing is planned as part of ongoing service improvement and future co-design activity with public sector customers.
• Onsite support: No
• Support levels: CC2i provide first line support, Voicescape provide second line support.
• Support available to third parties: Yes
• AI chatbot: No

Onboarding and offboarding

• Getting started: We start with a co-design workshop involving all those people relevant to the service. It is in this session that we pin down all the questions that will be asked, and the detailed configuration of the service. We then produce a script and statement of works for review and sign off. Once all the paperwork is complete (including information governance) the build begins, which takes 4–6 weeks. In parallel we deliver training and work up a user acceptance testing plan. Once the build is complete we move into UAT, where the customer undertakes the testing supported by our Implementation Manager. Outstanding changes are logged, reviewed, implemented and the calls/surveys then undergo final testing and are made live. CC2i keeps in regular contact throughout the build process and can also support with marketing & communications. In total from start to finish we estimate the ‘scripting to go live’ process to be 10–12 weeks.
• Service documentation: Yes
• Documentation formats:
  • PDF
  • Other
• Other documentation formats: Word
• End-of-contract data extraction: Via the reporting interface, all data can be extracted to a CSV format
• End-of-contract process: User data can be provided and is cleared down from our system a month after the end of contract unless otherwise requested. There are no additional charges at the end of a contract.
• Documentation accessibility standard: WCAG 2.2 A

Using the service

• Web browser interface: Yes
• Supported browsers:
  • Microsoft Edge
  • Firefox
  • Chrome
  • Safari
  • Opera
• Application to install: No
• Designed for use on mobile devices: Yes
• Differences between the mobile and desktop service: The application has been designed for use on mobile devices and has been implemented with responsive design principles.
• Service interface: Yes
• User support accessibility: None or don’t know
• Description of service interface: There is an administration website that allows users to login to control their service and generate reports. The system has different levels of privileges and modules that can be activated according to the user's subscription levels.
• Accessibility standards: None or don’t know
• Description of accessibility: The service does not have any specific accessibility features
• Accessibility testing: The service has not been tested with assistive technology
• API: No
• Customisation available: Yes
• Description of customisation: Automated telephony and SMS surveys and questions are defined by the customer, with the option to brand web surveys using council logos and choose between a human or automated voice for surveys. Reporting functionality and data formats can be customised to meet local requirements, and call and SMS scheduling is defined by the customer. All customisation is delivered and managed by the Contact&Connect team.

Scaling

• Independence of resources: Real time reports have a limit on the number of records that can be returned at once

Analytics

• Service usage metrics: Yes
• Metrics types: Each campaign will be provided with a bespoke dashboard. Each dashboard is designed to show performance of the specific service and demonstrate during the implementation process. As well as call-based performance information, system reports also help to capture further information. During implementation our team work with customers to create reports bespoke to each campaign. Standard reports are also created to assist with data cleansing; Invalid Number, No Valid Number. Examples of bespoke reports include: No response. Reports based on responses. Every interaction is also centrally recorded and stored for audit purposes: whether the interaction was successful or not.
• Reporting types:
  • Real-time dashboards
  • Regular reports
  • Reports on request
• Resource tagging: No
• FOCUS resource tagging: No

Resellers

• Supplier type: Reseller providing extra features and support
• Organisation whose services are being resold: Voicescape

Staff security

• Staff security clearance: Staff screening not performed
• Government security clearance: None

Asset protection

• Knowledge of data storage and processing locations: Yes
• Data storage and processing locations:
  • United Kingdom
  • European Economic Area (EEA)
• User control over data storage and processing locations: Yes
• Datacentre security standards: Complies with a recognised standard (for example CSA CCM version 4.0)
• 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 CSA CCM v4.0
• Data sanitisation process: No
• Equipment disposal approach: A third-party destruction service

Data importing and exporting

• Data export approach: Via the reporting interface, all data can be extracted to a CSV file.
• Data export formats: CSV
• Data import formats:
  • CSV
  • Other
• Other data import formats:
  • SFTP
  • FTP

Data-in-transit protection

• Data protection between buyer and supplier networks: Other
• Other protection between networks: Secure FTP transfers, these are IP whitelisted so only the customer can connect to the server
• Data protection within supplier network: Other
• Other protection within supplier network: IP whitelisting for data transfers

Availability and resilience

• Guaranteed availability: We target 99% availability, and have consistently delivered 99.99% over the past 12 months. We would discuss any refund or guarantee on a case by case basis if and when the situation dictated.
• Approach to resilience: Dual located datacentres with replicated data and servers. Further information is available on request.
• Outage reporting: We have an in-house monitoring system which displays statistics on the current status of all hardware and software services. This system alerts the support team by email and key members of staff by SMS.

Identity and authentication

• User authentication needed: Yes
• User authentication: Username or password
• Access restrictions in management interfaces and support channels: Access is regulated by userID, companyID and authorisation level. This determines what data and services each user can access. Access is controlled server side.
• Access restriction testing frequency: At least every 6 months
• Management access authentication: Username or password

Audit information for users

• Access to user activity audit information: You control when users can access audit information
• How long user audit data is stored for: User-defined
• Access to supplier activity audit information: No audit information available
• How long system logs are stored for: User-defined

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 have our own internal security policies, further information and a redacted copy of these policies are available on request
• Software Security Code of Practice: Yes

Operational security

• Configuration and change management standard: Supplier-defined controls
• Configuration and change management approach: Change management is via an internal set of procedures that starts with a change request form, which is then submitted through our development process. Impact assessments and security risks are evaluated as part of this process.
• Vulnerability management type: Undisclosed
• Vulnerability management approach: We have our own internal patch management policies; further information and a redacted copy of these policies are available on request.
• Protective monitoring type: Undisclosed
• Protective monitoring approach: Monitoring of existing services and vulnerability testing, incident reports are filed for any incidents that impact the service. We respond to any incidents immediately and we usually resolve any issues within hours.
• Incident management type: Undisclosed
• Incident management approach: We have only had a limited number of incidents that affect service and none of these are common events as we create automated fixes for any such incidents. Users can report issues with the service via the standard support methods. Incident reports are recorded, and redacted examples can be provided.
• 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: 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: No
• 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: 03aaef52-f62f-4a67-87bf-e7c7bfd7def7
• Cyber essentials plus: Yes
• Please provide your Cyber Essentials Plus Certificate Number: Eb30c1fb-5517-4260-bd6a-13072b4ed90a
• 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 2: Skills for growth: Supporting growth sectors and addressing skills gaps.

    • 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

    • Activities that demonstrate a collaborative way to work with a diverse range of businesses as part of the supply chain
    • Understanding of local demographics, needs and opportunities for the co-design of the goods, services and works to be delivered under the contract
    • Measures to involve local stakeholders and/or users in design (e.g. in the design of services, systems, products or buildings)

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@cc2i.org.uk. Tell them what format you need. It will help if you say what assistive technology you use.