OLM Systems

CareKnowledge

CareKnowledge is a professional development tool seamlessly blending a professional body of adults’/ children’s social care knowledge with collaboration (Community Groups), CPD tracking tools (MyCPD) and chapters to Pavilion Publishing’s best book titles (The Bookshelf), enabling social care workforces to effectively work together, while learning in active 'communities of practice’.

Features

  • Fully searchable website
  • Subscription based service
  • Incorporates a simple to use CPD tracking tool
  • Access to curated and unique commissioned content
  • Supports Adults' and Children's social work practice
  • Includes a range of evidence-based practice information
  • Includes a range of Pavilion Publishing’s key social care handbooks
  • Enables users to engage in dialogue and collaborate with colleagues
  • Content can be embedded into OLM ECLIPSE Case Management System
  • Bi-weekly email updates and daily website updates

Benefits

  • Adult and Children's social care information accessible from one website
  • Easy to navigate and works on any device
  • Creates a learning culture of sharing information, best practice/ resources
  • Encourages individuals to engage with CPD learning/ recording of activities
  • Built based on industry standards and user feedback
  • Personalised home page
  • Provides relevant and personalised information dependent on a user's needs
  • New staff instantly feel supported and part of a community
  • Accessible and relevant to all social care staff
  • Enables collaborative working despite remote working challenges

Pricing

£100 to £53,000 a licence a year

  • Education pricing available
  • Free trial available

Service documents

Request an accessible format
If you use assistive technology (such as a screen reader) and need versions of these documents in a more accessible format, email the supplier at bidteam@olmgroup.com. Tell them what format you need. It will help if you say what assistive technology you use.

Framework

G-Cloud 13

Service ID

9 6 7 7 3 4 3 0 0 5 6 2 3 0 4

Contact

OLM Systems Andy Humphries
Telephone: 07702 904206
Email: bidteam@olmgroup.com

Service scope

Software add-on or extension
No
Cloud deployment model
Public cloud
Service constraints
No
System requirements
  • Windows 8 or later
  • IOS 10+

User support

Email or online ticketing support
Email or online ticketing
Support response times
All emails received during the working week are answered within that
business day.

At weekends, the emails are answered within the next business working day.
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
Onsite support
Support levels
As part of your subscription to CareKnowledge you will have access to your own dedicated Account Manager. They will ensure that you are kept up-to-date on the latest developments in CareKnowledge, as well as ensuring that your staff are using the service to its full potential. They will provide your staff with in-house training to ensure that they are fully conversant with the service. This training can either be face to face or on-line and can be tailored to the needs of your staff, highlighting any relevant resources which support the challenges and issues your organisation is experiencing. Any technical issues that our Customer Services Team are unable to resolve are dealt with by our Digital Team who are supported by the Network Services Department of OLM Group Ltd, a large team supporting the mission critical IT systems for our entire group of companies.
Support available to third parties
Yes

Onboarding and offboarding

Getting started
We provide a complete on-boarding service for our users, this includes trial access to the live site as well as on-site and on-line training. We deliver user training in a number of ways to meet your specific requirements. We offer the following approaches to delivery of training and support: workshops, webinars, videos and train the trainer. In addition, all users are provided with a quick reference guide.
Service documentation
Yes
Documentation formats
  • PDF
  • Other
Other documentation formats
Word
End-of-contract data extraction
Our Account Managers will work with clients to provide data usage and other reporting information in an agreed format.
End-of-contract process
The service end is in line with the stated contract end process. Please refer to the contract for a definition.

Using the service

Web browser interface
Yes
Supported browsers
  • Microsoft Edge
  • Firefox
  • Chrome
  • Safari
Application to install
No
Designed for use on mobile devices
Yes
Differences between the mobile and desktop service
CareKnowledge has been designed to work across all web-enabled devices with zero installation necessary. There is no difference in functionality offered in the mobile or desktop versions of CareKnowledge.
Service interface
No
User support accessibility
WCAG 2.1 AA or EN 301 549
API
No
Customisation available
No

Scaling

Independence of resources
The service is supplied via a scale-able virtual machine that ensures that users are not impacted by any additional demands on the website.

Analytics

Service usage metrics
Yes
Metrics types
We provide usage metrics which list the number of log-on sessions and page views at an individual user level. The frequency of this data can be agreed with your Account Manager.
Reporting types
  • Regular reports
  • Reports on request

Resellers

Supplier type
Not a reseller

Staff security

Staff security clearance
Conforms to BS7858:2019
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
  • 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 3.0)
Penetration testing frequency
Less than once a year
Penetration testing approach
‘IT Health Check’ performed by a Tigerscheme qualified provider or a CREST-approved service provider
Protecting data at rest
Other
Other data at rest protection approach
Not applicable to this service
Data sanitisation process
No
Equipment disposal approach
A third-party destruction service

Data importing and exporting

Data export approach
Any amendments, new users or deletions can be supplied to us directly using an excel spreadsheet or by email notification.
Data export formats
Other
Other data export formats
Excel
Data import formats
Other
Other data import formats
It is possible for users to upload data

Data-in-transit protection

Data protection between buyer and supplier networks
  • Private network or public sector network
  • 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
As part of our SLA we provide availability of 99.95.
Approach to resilience
This is available on request.
Outage reporting
Email notification is provided in the event of an outage.

Identity and authentication

User authentication needed
Yes
User authentication
  • Identity federation with existing provider (for example Google Apps)
  • Username or password
Access restrictions in management interfaces and support channels
All users are required to access with a unique user name and password.
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
Users contact the support team to get audit information
How long supplier audit data is stored for
User-defined
How long system logs are stored for
Less than 1 month

Standards and certifications

ISO/IEC 27001 certification
Yes
Who accredited the ISO/IEC 27001
BSi
ISO/IEC 27001 accreditation date
04/12/20
What the ISO/IEC 27001 doesn’t cover
N/A
ISO 28000:2007 certification
No
CSA STAR certification
No
PCI certification
No
Cyber essentials
Yes
Cyber essentials plus
Yes
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
This is available on request.

Operational security

Configuration and change management standard
Conforms to a recognised standard, for example CSA CCM v3.0 or SSAE-16 / ISAE 3402
Configuration and change management approach
We are fully ISO certified and these policies can be inspected as part of a client reviewing that information.
Vulnerability management type
Conforms to a recognised standard, for example CSA CCM v3.0 or SSAE-16 / ISAE 3402
Vulnerability management approach
This is available on request.
Protective monitoring type
Conforms to a recognised standard, for example CSA CCM v3.0 or SSAE-16 / ISAE 3402
Protective monitoring approach
This is available on request.
Incident management type
Conforms to a recognised standard, for example, CSA CCM v3.0 or ISO/IEC 27035:2011 or SSAE-16 / ISAE 3402
Incident management approach
This is available on request.

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

OLM is committed to achieving a sustainable world and fighting climate change through the reduction of carbon emissions. We have an Environmental Management System (EMS) and a Sustainability Programme in place, which detail what OLM is doing as an organisation to help the environment and reduce our carbon footprint.

OLM’s Sustainability Programme is structured according to the ISO14001:2015 Environmental Standard clauses, and we deliver this to employees via an Environmental Management Operating Manual. We also keep a group-wide register of environmental objectives, targets and action plans.

One of the incentives we operate to encourage staff members to play a role in fighting climate change is the Ride to Work Scheme, which promotes a culture of cycling to work instead of using carbon-emitting cars and trains.

OLM currently recycles 99.9% of the paper used and all electronic equipment is recycled and/ or decommissioned, thereby minimising the damage to the environment.

OLM uses online meeting solutions to reduce staff travel and encourages staff to use public transport wherever possible in order to reduce our carbon footprint.

We collaborate with customers to identify paper-based business processes within the scope of the project and replace them with electronic systems, therefore, reducing the paper use. This includes promoting a paperless culture where communications and promotions are delivered digitally instead of via print as much as possible.

We also mobilise staff to enable mobile working, thereby reducing costs and improving the overall carbon footprint.
Covid-19 recovery

Covid-19 recovery

Since transitioning out of the 2020/21 lockdowns and related social distancing restrictions, OLM has continued to promote a clean and safe culture that remains vigilant of Covid risks. With this in mind, we have extended our remote working operations, thereby encouraging staff to work from home for majority of the time and only visiting the offices for group meetings and teamwork requiring a ‘needs in-person presence’.

Due to this approach, we have significantly reduced our space to one floor at our Head Office, operating a new hot desk facility, and ensuring staff book in digitally to maintain manageable attendance.

Within the building, we continue to offer hand sanitising facilities and distribute Covid-19 lateral flow to staff after they have visited. Any Covid-19 contractions are immediately reported company wide and sickness absence management continues to consider this additional threat.

In terms of supporting our wider stakeholder community, OLM previously designed and launched a new lite version of our case management software, which we offered for free during the pandemic to Local Authorities and charities who were involved in the Covid-19 response, to better support their remote operations. This software remains available today at a discounted option compared to our premium software.

Our Group cyber security arm, Hytec, also provided consultancy, advice, and guidance services to our cyber security customers on how to keep their operations safe from cyber-attacks during lockdown and the working-from-home culture.

OLM has (and will continue to, where required) completed Account Management meetings and Users Groups virtually, in order to ensure the safety of our staff and customers. Where necessary, face-to-face sessions have been reintroduced. This approach ensures our customer’s requirements and objectives are factored into such sessions.
Tackling economic inequality

Tackling economic inequality

OLM is committed to driving high value jobs in the technology sector/ creating opportunities that improve economic inequality. It’s not just the responsibility of Social Care organisations, but sustainable and supportive industry that makes a difference and sustains the future of our communities.

In 2022, we launched our OLM Academy to provide opportunities to individuals who show learning potential over academic excellence. The academy has already started to recruit from some of the UK’s poorest areas. We have also offered a ‘Ways to Work Scheme’ for many years to encourage young people to gain experience from companies, which leads to full time employment.

We understand not all individuals are able to pursue academia and prefer vocational experience to kick start their careers. It is important to give people a glimpse into organisations at an early age in order to allow them to broaden their horizons on choices for their future. We have found this highly successful in bringing new talent into local areas, promoting economic growth, as well as giving people a gateway into full time employment.

We also work with a number of local good causes and charities, allowing staff time to partake in fundraising activities. Recent examples include:
• Raising £2,060 for ‘Children in Need’
• Donating to Crisis and Help for Heroes
• OLM@30: Walk in the Shoes of our Customers challenge - A challenge designed to raise awareness of our customers/local causes.

Where OLM conducts events/ carries out projects, it procures products/ services from local businesses. Services are procured through a local supply chain to support the local economy. We’re always keen to establish mechanisms for supporting local groups in terms of financial donations/ equipment.
Equal opportunity

Equal opportunity

OLM operates an Equality & Diversity policy that promotes and develops equality in the workplace of OLM. The policy ensures fairness in our decision making and maintains a good working relationship with all employees/ customers.

We treat everyone with respect and consideration. There is no discrimination at OLM regardless of gender, marital or civil status, gender reassignment, pregnancy and parental leave, sexual orientation, nationality, national origin, ethnicity, race, colour, religion or belief, age, disability, part-time/ fixed-term working.

OLM’s policy on equal opportunities complies with the statutory prohibitions on discrimination, so as to avoid unlawful discriminatory practices. This policy is monitored/ reviewed by the HR department in January of each year.

OLM is committed to driving high value jobs in the technology sector/creating opportunities that improve economic inequality. In March 2022, OLM launched a Developer Academy offering placements to individuals starting their career in software development in the UK. The academy has been specifically designed to support individuals who show learning potential over academic excellence.

We understand not all individuals are able to pursue academia and prefer vocational experience to kick start their careers. It is important to give people a glimpse into organisations at an early age to allow them to broaden their horizons on choices for their future. We have found this highly successful in bringing new talent into local areas, promoting economic growth, as well as giving people a gateway into full time employment.

We promote equality/fairness in work - we advise our clients of the importance of using suitable accessible language within their citizen portals to ensure citizens are able to access the guidance on the support available.

In supporting the above, OLM staff are required to complete online training in equality, diversity, and inclusion as part of their joining OLM and as an ongoing process.
Wellbeing

Wellbeing

OLM believes people and values are the lifeblood of our business. Too many organisations simply value words which don’t translate into the reality of the day-to-day. Our values flow through everything that we do - they define who we are and what we stand for.

Our values have been defined by our people and have been integral to the journey and will continue to be for our future. Core OLM values are:
• Enthusiastic: We enjoy what we do and get the job done
• Inquisitive: Start with why? Strive to deliver the best results
• Collaborative: Work in partnership to co-design the very best solutions.

OLM maintains a Health & Safety policy - we also provide a H&S Handbook to staff, detailing the company’s intent to protect employees’ safety and to promote preventative measures designed to protect all staff against the risk of injury/illness.

In line with this, OLM has two Employee Assistance Programmes (EAPs):
• Smart Health
• Care First.

Both schemes are designed to help employees with a range of life matters. These programmes intend to help staff and their families deal with personal problems that might adversely impact their work performance, health/wellbeing. The programmes cover areas such as Mental health support, managing money/relationships, family matters, work/careers, returning to work/retirement/illness and injury etc.

OLM offers employees eye care vouchers, childcare vouchers, a Cycle to Work scheme, and Menopause workshops, drop-in sessions, and a private online discussion channel, where employees can discuss any matters relating to menopause.

OLM also has an above average annual leave entitlement, as well being fully compliant with the Living Wage.

Where OLM conducts events/carries out projects, it procures products/services from local businesses. Services are procured through a local supply chain to support the local economy.

Pricing

Price
£100 to £53,000 a licence a year
Discount for educational organisations
Yes
Free trial available
Yes
Description of free trial
Trial access includes full use of the CareKnowledge website, MyCPD, the Bookshelf and the bi-weekly email updates. Allows individuals to experience the full depth of the service. Trial limited to 30 days. Unlimited number of trial users. Post-trial electronic survey to to enable evaluation and feedback.

Service documents

Request an accessible format
If you use assistive technology (such as a screen reader) and need versions of these documents in a more accessible format, email the supplier at bidteam@olmgroup.com. Tell them what format you need. It will help if you say what assistive technology you use.