CC2i Limited

Contact&Connect

An automated telephony platform, helping authorities to keep in touch with service users or drive service efficiencies. Contact & Connect can help authorities in a variety of areas.

Features

• Multi-modal communications (automated calls, SMS, emails & alerts)
• Ability to contact 100s/1000s customers to identify those in 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

• Multi-modal communications (automated calls, SMS, emails & alerts)
• Contact 100s/1000s customers to identify those in need
• Conditional questioning alongside ability to broadcast information
• Live dashboard / real time customer information
• 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

£14,000 a licence a year

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

Framework

G-Cloud 13

Service ID

972154880014698

Contact

Guy Giles
07973 909663
guy.giles@cc2i.org.uk

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 an 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: Email or online ticketing
• 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: Web chat
• Web chat support availability: 9 to 5 (UK time), Monday to Friday
• Web chat support accessibility standard: WCAG 2.1 A
• Web chat accessibility testing: N/A
• Onsite support: No
• Support levels: CC2i provide first line support; Voicescape provide second line support ; ; GUY TO ANSWER THIS**
• Support available to third parties: Yes

Onboarding and offboarding

• Getting started: We provide a Statement of Works (SOW) which defines the scope and specific activities that we will be carrying out for the implementation of their chosen automated telephony solutions. Once the SOW is delivered & the contract is signed off, we begin on the script prototype & full requirement capture is completed. The prototype script is then demonstrated at a workshop with all parties for sign off. ; Then we have full System build following prototype sign off & internal testing. This is then presented to the customer, who completes User Acceptance Testing (UAT) Phase & System training. After training is complete, and the users are happy, we then have UAT Sign off & Review ; Go Live & First weekly upload commences.
• 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.

Using the service

• Web browser interface: Yes
• Supported browsers:
  • Internet Explorer 11
  • Microsoft Edge
  • Firefox
  • Chrome
  • Safari
  • Opera
• Application to install: No
• Designed for use on mobile devices: No
• 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 technologies.
• API: No
• Customisation available: Yes
• Description of customisation: - Automated telephony & SMS surveys/questions are defined by the customer; - Ability to chose a human or automated voice for surveys; - Reporting functionality and data formats can be customised; - Call/SMS scheduling is defined by the customer; - All of the above customisation is undertaken 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 use case and are demonstrated 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: ; 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

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
• 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: At least once a year
• Penetration testing approach: In-house
• Protecting data at rest: Physical access control, complying with CSA CCM v3.0
• 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 format.
• 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:
  • TLS (version 1.2 or above)
  • Legacy SSL and TLS (under version 1.2)
  • 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:
  • TLS (version 1.2 or above)
  • Legacy SSL and TLS (under version 1.2)
  • 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 displayed 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: You control when users can access audit information
• How long supplier audit data is stored for: User-defined
• How long system logs are stored for: User-defined

Standards and certifications

• ISO/IEC 27001 certification: No
• ISO 28000:2007 certification: No
• CSA STAR certification: No
• PCI certification: No
• Cyber essentials: No
• Cyber essentials plus: No
• Other security certifications: No

Security governance

• Named board-level person responsible for service security: Yes
• Security governance certified: No
• Security governance approach: We have developed our own internal security policies which are appropriate for the live telecoms applications we use and the bespoke platform that we operate. These are based on ISO standards but are not certified.
• 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.

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, redacted examples can be provided.

Secure development

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

Public sector networks

• Connection to public sector networks: No

Social Value

• Fighting climate change:

  Fighting climate change

  By using automated telephony, councils and health and care partners are able to prioritise responses to those most in need. As such this often leads to fewer miles travelled by social care professionals, contributing to an overall reduction in emissions. ; ; By using a cloud based dashboard to manage follow up responses, this reduces the need for social care professionals to be onsite/in the office and reduces the need for paper based documentation.
• Covid-19 recovery:

  Covid-19 recovery

  Contact&Connect supports Covid recovery, by automating calls to 100s of vulnerable people and prioritising those most in need to make best use of scarce social care resources. It also means that in some cases people who are still shielding are able to engage with social care professionals without the need for a face to face appointment.
• Equal opportunity:

  Equal opportunity

  Automated telephony improves equal access to health and care services and has a wide range of accessibility measures built in. Calls and messages can be sent in any language (either via automated calls or a recording of someone speaking the relevant language). For people who have hearing impairments, the system is able to prioritise a text based service. For people who have speech impairments they are able to engage with the system on a level playing field.
• Wellbeing:

  Wellbeing

  Contact&Connect has the capability to support a wide range of Adult Social Care services, automating calls and collecting real time responses from 100s/1000s of people every day. This means councils and their health and care partners can quickly identify those that need a prioritised response, whilst giving everyone else the comfort that they are still part of the health and care system.; ; Evidence shows that keeping in touch with people - even via this automated approach - means people have a 'safety belt', and have access to social care professionals should they need it. This gives great peace of mind and is leading to fewer people returning to primary care health settings, as issues are picked up before they hit crisis. ; ; As people are called on a regular basis, the approach is also supporting the ongoing conversation and ASC teams are finding that people who would not have proactively reported a particular heath detail or change in their situation, are now being identified earlier - supporting a move to a more preventative approach.

Pricing

• Price: £14,000 a licence a year
• Discount for educational organisations: No
• Free trial available: No

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