NEC SOFTWARE SOLUTIONS UK LIMITED

NEC Registry as a Service

NEC Health’s Registries as a Service (RaaS) provides a scalable data entry and collection system for the healthcare industry. Combining simple to use functionality with market leading data storage, RaaS allows the easy gathering and analysis of healthcare data.

Features

• Structured Data Acquisition
• Data Quality Management
• Data Validation
• Import/Export APIs
• Real-time reporting
• Mobile Access
• Cloud Hosted
• Multi-Lingual

Benefits

• Quick and easy data entry improves data accuracy
• API's reduce replication of data input, quick entry improves accuracy
• Secure data storage ensures respondents data is protected
• Online reporting modules allow quick dynamic analysis of data
• within a secure environment
• Simple user administration allows fast onboarding of new staff
• In-system resources provide usage guidance

£45,000 a licence a year

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 frameworks@necsws.com. Tell them what format you need. It will help if you say what assistive technology you use.

Framework

G-Cloud 14

Service ID

977434903576822

Contact

NEC Frameworks Team
07852 936231
frameworks@necsws.com

Service scope

• Software add-on or extension: No
• Cloud deployment model: Private cloud
• Service constraints: Not applicable
• System requirements: Not applicable

User support

• Email or online ticketing support: Email or online ticketing
• Support response times: All logged incidents or service requests are acknowledged immediately via NEC’s ITSM Support Portal. Timescales will vary in accordance with the priority of the logged ticket, and our targeted response times during contracted support hours are as follows: ; Priority 1 (Critical): service unavailable to end-users - 15 working minutes ; Priority 2 (Medium): partial loss of an important business function for end-users - 30 working minutes ; Priority 3 (Low): low impact on End-User operations where processing can continue - 60 working minutes ; Priority 4 (Minor/ guidance and advice): problems affecting 1 or 2 end-users – 1 working day
• User can manage status and priority of support tickets: Yes
• Online ticketing support accessibility: WCAG 2.1 A
• Phone support: Yes
• Phone support availability: 9 to 5 (UK time), Monday to Friday
• Web chat support: No
• Onsite support: Yes, at extra cost
• Support levels: NEC provides a single level support service, included in the standard charge for the solution. The details of the support services are: ; Available 24x7 excluding planned/emergency maintenance. ; Support response available 09:00-17:30 each Business Day. ; The solution achieves a minimum of 99.5% availability. ; End-users can log tickets online 24x7. ; The end-user has the option to assign the priority when logging the ticket, as follows: ; Priority 1: Service unavailable to end-users/complete loss of a critical business function/security breach. ; Priority 2: Partial loss of a business function at a critical time in the business cycle with medium impact on end-user operations/performance degradation affecting 25% or more of end-users. ; Priority 3: Minor problems with low impact on end-user where processing can continue/performance degradation affecting less than 25% of end-users. ; Priority 4: Service Requests/problems affecting 1 or 2 end-users. ; NEC uses reasonable commercial endeavours to provide identification and resolution, obviation and/or mitigation of operational bugs/errors reported by the customer in the solution in accordance with these timescales: ; Priority 1: 4 working hours. ; Priority 2: 8 working hours. ; Priority 3: 36 working hours. ; Priority 4: 72 working hours. ; Client Services Manager manages the ongoing relationship, cloud/support engineers allocated as appropriate to resolve any technical issues.
• Support available to third parties: Yes

Onboarding and offboarding

• Getting started: Customers will be provided with an Implementation manager, who will work with key stakeholders to arrange system specifics, user set up and details on training and documentation. ; ; Registries as a Service, is designed to be “pick-up and play” with all training and user documentation available through the system itself.
• Service documentation: Yes
• Documentation formats: PDF
• End-of-contract data extraction: The client’s account on the system will be decommissioning, all user access terminated and historic data stored in line with GDPR and the client’s wishes.
• End-of-contract process: The buyer has the facility to extract data from the SaaS via the standard reporting suite prior to the end of the contract. If the buyer would like an extract via any other means please refer to the NEC’s Terms and conditions (“Supplier Terms”): Health Software as a Service (SaaS) Offboarding and Data Extraction; ; “If the Buyer would like to extract any or all of their Buyer Data in a different manner outside of the standard reporting suite available within the SaaS upon the termination or expiry of this Agreement, then the Buyer must give the Supplier a minimum of two months written notice of the same prior to the date of termination or expiry, whereupon the Buyer and Supplier shall agree the scope of the Buyer Data to be extracted together with the format of the extracted Buyer Data and associated costs. ; Following any extraction of Buyer Data as agreed between the parties in accordance with the paragraph above, as stated in the paragraph “Termination and Consequences of Termination” in the General Provisions above, all Buyer Data will be deleted”

Using the service

• Web browser interface: Yes
• Supported browsers:
  • Microsoft Edge
  • Chrome
  • Safari
• Application to install: No
• Designed for use on mobile devices: Yes
• Differences between the mobile and desktop service: The RaaS solution is a web browser hosted solution optimised for mobiles and retains the same interface across platforms
• Service interface: No
• User support accessibility: None or don’t know
• API: Yes
• What users can and can't do using the API: The API can be used to import and export collected data into existing systems.
• API documentation: Yes
• API documentation formats:
  • HTML
  • PDF
• API sandbox or test environment: Yes
• Customisation available: Yes
• Description of customisation: The system is designed to allow clients to align the system with their own branding.

Scaling

• Independence of resources: Our cloud server capacities are scalable (both up and down) based on site traffic, workload etc. ensuring performance levels are maintained. With real-time analysis ensuring the system is always able to manage current load across our solutions. This reduces the chances of drops in functionality as usage increases and reduces costs as usage decreases.

Analytics

• Service usage metrics: Yes
• Metrics types: The service usage metrics can be accessed by an authorised Customer user on line and upon request can also be e-mailed monthly to that individual. The specific metrics will be dependent on the Registry itself but will typically be;; ; • Usage by health care professional and sub types.; ; • Usage by organisation and sub types (e.g., one organisation may have multiple clinics/wards/other); ; • Usage by health care professionals within an organisation.; ; • Usage by patient cohort.
• Reporting types: Reports on request

Resellers

• Supplier type: Not a reseller

Staff security

• Staff security clearance: Conforms to BS7858:2019
• Government security clearance: Up to Security Clearance (SC)

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: 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: ‘IT Health Check’ performed by a CHECK service provider
• Protecting data at rest: Other
• Other data at rest protection approach: We use Transparent Data Encryption (TDE) to encrypt data files at rest. TDE performs real time I/O Encryption and Decryption of the data and log files to protect data at rest.
• Data sanitisation process: Yes
• Data sanitisation type: Deleted data can’t be directly accessed
• Equipment disposal approach: A third-party destruction service

Data importing and exporting

• Data export approach: Via API or advanced search and export functionality.
• Data export formats:
  • CSV
  • Other
• Other data export formats:
  • XML
  • JSON
• Data import formats: Other
• Other data import formats: XML

Data-in-transit protection

• Data protection between buyer and supplier networks:
  • TLS (version 1.2 or above)
  • Other
• Other protection between networks: All data traffic is encrypted in transit.
• Data protection within supplier network:
  • TLS (version 1.2 or above)
  • IPsec or TLS VPN gateway
  • Other
• Other protection within supplier network: All data is encrypted at rest within the database.

Availability and resilience

• Guaranteed availability: NEC use reasonable endeavours to provide the Buyer with at least 48 hours advance notice of any planned maintenance of any infrastructure relating to RaaS and to ensure that RaaS is not unavailable for more than 12 Core Service Hours in any quarter. Whenever possible, the Buyer will have at least six hours advance notice of any emergency maintenance of any of the infrastructure relating to S4H SaaS. Emergency Maintenance of the Supplier’s infrastructure will, whenever possible, take place between the hours of 17:30 and 09:00 (UK local time) on a Business Day unless there is an identified and demonstrable immediate risk to the S4H SaaS.
• Approach to resilience: The underlining public cloud service used by the Registries system has resilience inbuilt within it, this covers standard features such as power and utilities, as well as the infrastructure and compute resources. The support services that NEC offers are built around large teams of specialists who provide a level of resilience to the application support.; By using public cloud, we benefit from multiple availability domains and datacentres with the cloud.; ; NEC also runs its disaster recovery and business continuity policies, processes and procedures in line with the standard BS25999 and ISO 22301:2019.
• Outage reporting: NEC will provide regular emails regarding service levels, and detail on incidents where raised.; Following resolution of a major incident, a report a created and sent to clients. This includes a detailed write up of the issue and how it was solved, including user/volume impacts, preventative actions, who was involved in resolution and a timeline.; Emails are sent out to userbase and designated stakeholders at initial recognition of a Major Incident, followed by regular update emails during the resolution of the incident.

Identity and authentication

• User authentication needed: Yes
• User authentication: Username or password
• Access restrictions in management interfaces and support channels: Username and password, plus access hierarchy to block functionality from certain roles/rights.
• Access restriction testing frequency: At least every 6 months
• Management access authentication:
  • 2-factor authentication
  • Other
• Description of management access authentication: NEC uses Privileged Access Management functionality to safeguard management level access into our systems. This is managed via a tiered access hierarchy, with high level users required to grant access, denoting Roles and Rights at the correct level.

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: 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: User-defined

Standards and certifications

• ISO/IEC 27001 certification: Yes
• Who accredited the ISO/IEC 27001: BSI
• ISO/IEC 27001 accreditation date: 07/06/2021; valid until June 2024. Certificate IS 598449.
• What the ISO/IEC 27001 doesn’t cover: N/A our ISO 27001 certification covers all our office location.
• ISO 28000:2007 certification: No
• CSA STAR certification: No
• PCI certification: No
• Cyber essentials: Yes
• Cyber essentials plus: Yes
• Other security certifications: Yes
• Any other security certifications:
  • Cyber Essentials and Cyber Essentials Plus
  • Business Continuity Management ISO22301:2019
  • Environmental Management ISO14001:2015
  • Information Security Management ISO27001:2013
  • Service Management ISO20000:2018
  • Quality Management ISO9001:2015

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: The NEC Senior Information Risk Owner (SIRO) operates at board level and has overall responsibility and accountability for all aspect of security governance. The SIRO is supported by an Information Security Steering Group (ISSG) which is headed by the Security Director and has representatives from all areas within the organisation.

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: NEC is certified for ISO20000:2018 for Service Management, which covers both our Configuration Management and Change Management processes. This is audited both internally by our Data Protection Officer (DPO) and Head of the Compliance, Risk and Audit team, and externally by the UKAS accredited audit body British Standards Institute, (BSI). NEC follows an ITIL-based approach, and the NEC service desk personnel have undergone the relevant ITIL qualifications for their roles. Our CMDB is updated accordingly throughout the lifetime of the asset, up to and including decommissioning and disposal.
• Vulnerability management type: Supplier-defined controls
• Vulnerability management approach: NEC has entered into security knowledge sharing partnerships to react to new and increasing threat levels. NEC are members of the NCSC Cyber Security Information Sharing Partnership (CiSP) for early identification and advice on security threats, incidents and solutions. The NEC InfoSec team subscribes to a number of key suppliers and cyber security websites, which send daily alerts on the latest vulnerabilities. NEC are members of the Cyber Network Reporting Service (CNR) that helps the NCSC to rapidly notify organisations that might be affected by malicious software.
• Protective monitoring type: Supplier-defined controls
• Protective monitoring approach: NEC implements a Security Information and Event Management (SIEM) system which provides alerts and reports that enable log sources to be processed in accordance with GPG13. Custom rules can be defined to detect and alert on suspicious behaviour. The InfoSec team reviews the SIEM alerts and reports on a daily basis to check for any anomalous behaviour. The NEC security monitoring policies and practices are aligned with incident management policies and practices. Any significant security issues identified will result in the NEC InfoSec team raising a security incident in the NEC service management system to initiate the detailed analysis process.
• 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: Incident Management is part of our ISO27001:2022 certified Information Security Management system (ISMS). All incidents are handled within the same process. Users report incidents through the Service Desk, and a Security Incident is then raised on the ISMS. This is reviewed by the Security Team and is managed in accordance with the Security Incident Management Process. The security incident is kept updated, and once the Security Incident is closed a full report is produced which is used to identify any lessons learnt.

Secure development

• Approach to secure software development best practice: Conforms to a recognised standard, but self-assessed

Public sector networks

• Connection to public sector networks: No

Social Value

• Social Value:

  Social Value

  • Fighting climate change
  • Covid-19 recovery
  • Tackling economic inequality
  • Equal opportunity
  • Wellbeing

  Fighting climate change

  NEC is committed to being Net Zero by 2030.; To support this objective, we targeted a 50% reduction in our 2020 baseline emissions by 2026. We are ahead of target, having already achieved an independently audited reduction of 64% in tonnes of carbon dioxide equivalent(tC02e). ; We have implemented a multitude of initiatives to support this, including:; -Appointing an Environmental Manager and Environmental Champions to promote our objectives. ; -Successfully obtaining certification for and implementing ISO14001:2015 Environmental Management System(EMS). ; -Developing a Carbon Reduction Plan, which is published on our website.; -Maintaining an Environmental Aspect and Impact Register (down to site level) through which to capture the elements of our operating practices that could negatively impact the environment.; -Working with government accredited consultants to understand our environmental impact.; -Collaborative activities to influence customers, supply chain partners and employees.; Specific initiatives applicable to our contract delivery approach include:; -Ensuring directly sourced energy is from renewable sources.; Reducing business travel where possible through utilisation of controls and technology such as:; -Video conferencing.; -Electronic sharing of documents.; -Conference call facilities.; -Working from home/flexible working arrangements.; -Approval controls for commercial flights.; -Use of environmentally friendly data centres.; Additionally, our Environmental Policy objectives include:; -Meeting all relevant legal requirements and monitoring our compliance.; -Minimising our environmental impacts for the life cycle (including disposal) of work equipment and other physical assets under our control.; -Demonstrating efficient use of energy, water, and other natural resources; -Maximising opportunities to minimise our waste by reusing or recycling waste, where practical.; -Ensuring our supply chain are aware of our environmental policy and our commitment to ensuring its effective implementation.; Increasing environmental awareness and commitment amongst employees through training and briefings.; We’ll continue to identify opportunities to improve our environmental performance through clear objectives, plans and targets.

  Covid-19 recovery

  During the COVID-19 global health crisis, NEC supported its workforce, customers and the local communities they serve, to adapt to the challenges the pandemic posed. As a provider of software and services to the public sector, this included the rapid development and deployment of software solutions to enable the efficient and effective delivery of new government schemes and changes in legislation introduced as a direct response to the pandemic. Examples include provision of software to assist with Test and Trace Support Payments and new hospitality sector licensing requirements. ; Initiatives we implemented that support the policy outcomes include:; • Increasing our pre-pandemic workforce numbers through recruitment of an additional 250 UK based roles, many of whom were unemployed following redundancy from other sectors such as hospitality.; • Re-training and redeploying temporarily displaced colleagues rather than imposing redundancies or taking advantage of the furlough scheme.; • Investing over £400,000 in training and apprenticeships.; • Working collaboratively with customers to introduce new ways of working.; • Delivering community based social value through donations in kind to voluntary sector organisations impacted by the pandemic. ; As part of our response to the pandemic we invested in and introduced several initiatives and workplace adaptations to protect employee health and safety, including:; • Introducing wider use of remote and flexible working, including making additional allowances for those caring for young children.; • Enhancing office safety, including installing sanitising stations, hygiene screens and digital thermometers.; • Increasing the frequency of colleague communications, with a focus on provision of mental health support and reducing the risks of isolation/loneliness.; • Providing all employees with free access to additional specialist resources, including 24x7 counselling and mental health services.

  Tackling economic inequality

  We recognise the expertise, innovation and value that can be gained from having a diverse supply chain and providing all suppliers with a fair and equal opportunity to become suppliers to us and our customers. We operate openly and transparently to enable this collaborating with third-party suppliers including large enterprises, sub-contractors, SMEs, VCSEs, mutuals and social enterprise organisations. ; Additionally, we are committed to nurturing talent and creating a sustainable learning and development culture that equips our workforce with the appropriate skills, knowledge and processes so that the company continues to deliver innovative, industry leading solutions.; Processes and practices we have adopted to tackle economic inequality include:; • Using outcome-based specifications and co-design methods to encourage suppliers, communities, users and third sector organisations to collaborate and propose solutions based upon end user requirements, rather than being prescriptive.; • Advertising supply chain opportunities openly and always operating transparently. ; • Including modules covering anti-bribery and corruption, whistleblowing, equality and diversity in our all-colleague compulsory Annual Compliance Training.; • Having policies and operating practices that support effective supply chain relationships through fair selection and responsible management. For example, only flowing down appropriate contract terms. ; • Paying at least 95% of all invoices within agreed terms and agreeing to reduced payment terms for SMEs and subcontractors.; • Never deducting sums from payments as a charge for remaining on our supplier list. ; • Investing in new jobs and training opportunities through an active Apprenticeship scheme. We recruited 18 apprentices in 2023.; • Creating opportunities for career progression and investing in reward and recognition initiatives that support employee retention. ; • Following the foundational principles of the Good Work Plan in respect of employee satisfaction, fair pay, well-being and safety, career progression, voice, and autonomy.; • Having appropriate controls in place to mitigate cyber security risks.

  Equal opportunity

  We want to be an employer of choice for people of all backgrounds and we are committed to ensuring workers either directly employed or employed within our supply chains are treated fairly, humanely, and equitably. We will not discriminate on grounds of gender, marital status, race, ethnic origin, colour, nationality, national origin, disability, sexual orientation, religion, age or any other characteristic. ; To encourage a diverse and varied workforce our approach to equal opportunity includes:; -Inclusive and accessible recruitment practices, including supporting candidates and employees with disabilities through provision of supportive technology and/or changes to working practices.; -Collecting, analysing and senior reporting of equality and diversity data obtained during recruitment activities.; -Making appointments on the grounds of selecting the most suitable candidate for the post.; -Ensuring job adverts reach a diverse audience, including utilising job sites which encourage interest from disadvantaged and Minority Ethnic groups.; -Having diverse interview panels and anonymising applications.; -Using gender-neutral role definitions.; -Ensuring policies and employee communications promote respect and equality for all.; Other activities to support equal opportunity within the workforce include:; -Tackling the gender pay gap, through annual audits. Women now comprise 50% of our leadership team, including our Chief Executive. ; -Compliance with the Modern Slavery Act 2015 and the nine core principles of the Ethical Trading Initiative Base Code.; -Ensuring effective supply chain controls are in place to mitigate and manage the risks of exploitation.; -Provision of appropriate channels for colleagues to have an effective voice, such as our Employee Steering Group.; -Investment in workforce development and training, including an active Apprenticeship programme.; -No use of zero hours contracts or fire and rehire practices.; -Being a Real Living Wage Employer.; -Flexible working practices.; -Transparent and structured promotion, pay and reward processes.; -Senior level sponsorship at board level to support and promote equal opportunity.

  Wellbeing

  Our approach to supporting good health and wellbeing includes providing our workforce with:; • Access to helpful health and wellbeing resources through our dedicated intranet Wellness Hub. ; • A LinkedIn Learning Platform that includes a section dedicated to health and wellbeing, including advice for managers on opening up dialogue about mental health and emotional safety. ; • Free and confidential access to specialist resources 24x7, including counselling and mental health services through our Employee Assistance Programme. ; • Private healthcare cover including a Doctor at Hand service for fast and convenient access to advice, assistance and medical treatment, anytime and anywhere.; • Maintaining compliance with the six standards of the Mental Health at Work commitment.; • Accommodating workplace adjustments, such as supportive technology for those with a disability or health condition.; • Encouraging good physical health by providing discounted corporate gym membership at over 3,300 participating gyms through our employee GymFlex scheme.; • Access to a cycle to work scheme through salary sacrifice.; Employee Communications; We incorporate national health and wellbeing campaigns within our yearly communications calendar to raise employee awareness and signpost to useful support pathways. Our 2024 calendar will include the following nationally recognised campaigns:; • Mental Health Awareness week.; • World Menopause Day.; • National Eye Health week.; • World Diabetes Day.; • Stress Awareness Month.; • Suicide Prevention Day.; • Men's Health week.; We have Mental Health First Aiders who are trained to spot the signs of mental ill health and can provide early support for colleagues who may be developing a mental health issue. ; Policies; Support for employee health and wellbeing is underpinned by a policy framework including:; • Health and Safety Policy; • Alcohol, Drugs & Solvent Abuse Policy; • Menopause Policy; • Absence Policy ; • Flexible Working Policy; • Gender Reassignment Policy.

Pricing

• Price: £45,000 a licence a year
• 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 frameworks@necsws.com. Tell them what format you need. It will help if you say what assistive technology you use.