SystemC Healthcare Limited

Liquidlogic Social Care case management system

Case management system covering social care, early help, finance, Universal Services and integrated self-service portals within Children's/Families and Adults services.

UK market-leading solution.

Intuitive SaaS solution providing comprehensive Case Recording. A programme of continuous investment ensures that we deliver a flexible/secure, future-proofed solution.

Features

• Browser-based case management system covering social care, early help, finance.
• Data warehouse to enable business intelligence and analysis.
• Finance modules to support contract management, financial assessments, charging, payments.
• Service User/Carer/Families engagement self-service integrated portals.
• Collaborative portals engaging with Professionals/Providers/Agencies, increasing efficiencies
• Single database for Children’s Social Care and Education (separately purchasable)
• Single view across social care, education, finance, early help activities
• Multi Agency recording and agile working
• Wide-ranging integration capabilities used with third-party systems including health
• Workflow, automation, intuitive, easy to use

Benefits

• Integration between modules ensures information flows and pre-populates effectively
• Effective integration reduces duplication, saving practitioner time through automation
• Compliant with all relevant UK legislation
• Improves service efficiencies & supports forecasting/trend analysis
• Clear management oversight
• Intuitive, easy to use browser-based system
• Simplified recording through conditional forms logic & validation
• Improves data quality
• Multi-agency access, joined-up & collaborative working
• Device agnostic & innovative security model

£375 to £6,500 a user 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 sales@systemc.com. Tell them what format you need. It will help if you say what assistive technology you use.

Framework

G-Cloud 14

Service ID

989003999633905

Contact

Bid Manager
01622 691616
sales@systemc.com

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: Services are available to extend the functionality of existing services (so an existing user of the Liquidlogic Children's system might wish to implement and integrate the Liquidlogic Education system, for example).
• Cloud deployment model:
  • Public cloud
  • Private cloud
• Service constraints: For all web based Liquidlogic applications, the client uses currently supported versions of the following browsers:; ; Microsoft EDGE - Latest version (matching Microsoft’s support policy); Desktop/Laptop - Windows 10 & 11; ; Google Chrome - Latest version (matching Google’s support policy); Desktop/Laptop - Windows 10 & 11
• System requirements:
  • Pentium Core i3-compatible processor or higher, 2 GHz or higher.
  • Minimum 1GB RAM.
  • Supported versions of Microsoft Windows with latest updates.
  • Microsoft Edge, Google Chrome or Safari
  • Minimum screen resolution of 1024x768.
  • MSWord 2013 or compatible for document creation /editing functionality
  • Most recent service packs/patches for all of the above.

User support

• Email or online ticketing support: Email or online ticketing
• Support response times: We use a Jira system to provide 24/7 call logging services. Response times vary according to the priority of the call, as noted in the SLA. ; ; Application support at weekends is an optional extra.
• User can manage status and priority of support tickets: Yes
• Online ticketing support accessibility: WCAG 2.1 AA or EN 301 549
• 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: System C provides support via the Service Desk (including the JIRA™ online call logging system). We have a priority based service, the details of which depend on the component/module in question, to ensure that the response and resolution is aligned with the severity of the problem. ; We offer a standard support service (with tailored SLAs depending on the component/module) for each product. This way we know that all customers receive a standardised support service. ; We provide an account manager (and in some cases a service delivery manager and/or a clinical specialist) who has access to technical, cloud, or other support resource as required.; On-site support is not usually needed, but may be chargeable if required.
• Support available to third parties: No

Onboarding and offboarding

• Getting started: System C will work closely with the customer’s service teams and/ or third party suppliers to implement the solution. Full project plans and PID documentation is provided. We provide training, use documentation relevant to the solution being implemented including an eLearning packages. ; We deploy a team of implementation specialists which will include the following roles:; - Program/Project Manager/s; - Product specialists; - Data migration specialists; - Integration specialists; - Reporting/BI specialists; - Training specialists; - Change management specialists.
• Service documentation: Yes
• Documentation formats:
  • HTML
  • ODF
  • PDF
• End-of-contract data extraction: Customer data is returned in SQL database format.; ; Data extracts can be written by the customer or by System C (at additional cost).
• End-of-contract process: System C works with the customer to produce a high level Exit Strategy document and Exit Plan which details the methodology for data / service transition from the system. This will be actioned at the end of the contract. These documents would be expected to include:; • The management structure to be employed at contract end. ; • Detailed description of both the data and service Transfer/Termination processes; • Scope of the Services to be provided at contract end; • Any Charges payable for the provision of Termination Service; System C's standard approach towards the extraction of data at the end of the contract is to ensure that the customer has the tools and access to the data such that the customer has the capability of extracting its own data without automatic recourse to System C. We will provide support to the customer in performing any such extraction activities, and if required we will be happy to provide services to more actively assist the customer in undertaking these tasks. This would be at additional cost and a quote for this would be provided by System C.

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: Yes
• Differences between the mobile and desktop service: The whole solution can be accessed online via mobile devices. It is device agnostic. A Windows offline mobile app is available which provide a specific set of features to support agile working offline.
• Service interface: Yes
• User support accessibility: WCAG 2.1 AA or EN 301 549
• Description of service interface: System C is committed to making its application(s) accessible, according to the Public Sector Bodies (Websites and Mobile Applications) (No. 2) Accessibility Regulations 2018.; ; The solution is browser-based and includes accessibility features. The user interface is intuitive and easy to use. Our external integrated portals are AA rated and the core application is A rated.
• Accessibility standards: WCAG 2.1 AA or EN 301 549
• Accessibility testing: We have worked with customers who use assistive technology to refine the core application and the citizen-facing portals to ensure compatibility with leading assistive technology tools.
• API: Yes
• What users can and can't do using the API: System C provides a suite of APIs to carry out the most common functions required for integration with third party systems. Each API is backed by a detailed specification.
• API documentation: Yes
• API documentation formats:
  • PDF
  • Other
• API sandbox or test environment: No
• Customisation available: Yes
• Description of customisation: The solution is locally configurable using in-built non-technical tools.; ; This includes a customer-defined Workflow builder, Form Designer, Portal maintenance tools, configurable picklists, granular access maintenance, finance dictionaries, reference data and process rules as well as a host of system-wide settings. Access to the customisation features are controlled locally using security profile permissions.

Scaling

• Independence of resources: Services are based on flexible and scalable server designs layered onto virtualization technologies. Allows horizontal scaling and vertical scaling to be implemented as required. All services are built from multiple servers so appropriate levels of scaling can be applied to specific areas to ensure application performance is maintained. The majority services delivered are from logically separate servers per customer ensuring no impact between competing needs of different customers. Where applications are multi tenanted, multiple design features prevent the impact of one user population upon another and we monitor all services proactively to anticipate and prevent problems before they occur.

Analytics

• Service usage metrics: Yes
• Metrics types: The service metrics used will depend upon the component/module purchased. Typically however they will include:-; - System / service availability (uptime); - System / service incident response & resolution times; - System / service performance; - RPO / RTO timings for disaster recovery
• Reporting types:
  • Real-time dashboards
  • Regular reports
  • Reports on request

Resellers

• Supplier type: Not a reseller

Staff security

• Staff security clearance: Other security clearance
• Government security clearance: Up to Security Clearance (SC)

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 every 6 months
• Penetration testing approach: ‘IT Health Check’ performed by a Tigerscheme qualified provider or a CREST-approved service provider
• Protecting data at rest:
  • Physical access control, complying with another standard
  • Encryption of all physical media
• Data sanitisation process: Yes
• Data sanitisation type: Deleted data can’t be directly accessed
• Equipment disposal approach: Complying with a recognised standard, for example CSA CCM v.30, CAS (Sanitisation) or ISO/IEC 27001

Data importing and exporting

• Data export approach: We will prepare the data for take-off, and if required, as an Additional Service, export data from the System to external data files. We will provide support to the customer in performing any such extraction activities, and if required we will be happy to provide services to more actively assist with undertaking these tasks. This would be at additional cost and a quote based on scope of service for this would be provided by System C.
• Data export formats:
  • CSV
  • Other
• Other data export formats:
  • XML
  • SQL
• Data import formats:
  • CSV
  • Other
• Other data import formats:
  • XML
  • Using a migration schema provided by the supplier

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
• Data protection within supplier network:
  • TLS (version 1.2 or above)
  • IPsec or TLS VPN gateway

Availability and resilience

• Guaranteed availability: 99.50%; ; Please see the Terms and Conditions document for the Service Level Availability criteria and Service Credit information should the guaranteed availability levels not be met.
• Approach to resilience: Available on request.
• Outage reporting: All outages are recorded as part of the incident management process and should a problem be detected then the service desk will inform the customer as required.

Identity and authentication

• User authentication needed: Yes
• User authentication:
  • 2-factor authentication
  • Username or password
• Access restrictions in management interfaces and support channels: Access restrictions are controlled by the customer via RBAC/AD facilities. All roles have granular permissions management to enable precise control over permissions. Two-factor authentication as an option.
• Access restriction testing frequency: At least every 6 months
• Management access authentication:
  • 2-factor authentication
  • Limited access network (for example PSN)
  • Dedicated link (for example VPN)
  • 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

Standards and certifications

• ISO/IEC 27001 certification: Yes
• Who accredited the ISO/IEC 27001: NQA
• ISO/IEC 27001 accreditation date: 08/12/1999
• What the ISO/IEC 27001 doesn’t cover: All clauses are in scope for ISO/IEC 27001:2013
• 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
  • Other
• Other security governance standards: • IG Toolkit assessment (current compliance V13 2015/16). ; • NHS IM&T Security Manual; • NHS Confidentiality Code of Practice November 2003; ; • Caldicott Principles as defined in the Caldicott Manual).; • DoH Records Management NHS Code of Practice 2006. ; • Data Protection Registration
• Information security policies and processes: System C has implemented an Information Security Management System which is certified to ISO27001. System C adopts a proactive approach to Quality Management consistent with the broad principles of ISO9001, ITIL and industry leading practices. System C proactively identifies the industry and customer related legal and/or regulatory security requirements and incorporates these into the Integrated Management System Information Security Management System. Compliance is monitored by external and internal audits, security monitoring and process reviews. All personnel, whether employees, contractors, consultants or visitors, are required to comply with the Quality and Security guidelines, procedures and mechanisms and to confirm compliance annually to ensure that the Security guidelines, procedures and mechanisms are observed in the performance of the company's activities. The company operates a management review and governance structure which provides reporting up to Board level.

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: Configuration and Change Management processes are managed in line with ISO27001, using the JIRA IT Service Management tool. The configuration and Change Management area of JIRA is visible to our customers, allowing them to see raised Requests For Change (RFCs) and track their progress. As part of the approvals process, a Risk Assessment is performed to reduce the likelihood of a potential security impact.
• Vulnerability management type: Supplier-defined controls
• Vulnerability management approach: We subscribe to multiple vendor , supplier and government ( NHS Digital CareCERT) security advisory emails and all advisories are assessed for risk and applicability to our technology and services and remedial action as required is scheduled accordingly based on this assessment. Routine patches are typically applied quarterly with any deemed higher risk applied out of normal cycles as required based on the risk assessment.
• Protective monitoring type: Supplier-defined controls
• Protective monitoring approach: We proactively monitor server and firewall activities for any unusual or unexpected activities that may indicate a potential attempt to breach the service. Should any such attempt be identified then appropriate remedial action will be taken in line with the assessment of the risk , typically this will include blocking source IP addresses as well as reporting to UK authorities.
• Incident management type: Supplier-defined controls
• Incident management approach: Users report incidents using the ITIL3 aligned ITSM, JIRA. The Service Desk has full online capabilities for raising, recording and monitoring issues including real time SLA management. We have pre-defined processes in cases such as System Down situations which trigger internal business alerts to ensure the correct teams are on hand from the start. Users can view the progress of any issue online with real time updates and create filters and dashboards of information recorded in the system and export data when required. Reports can also be provided to the customer on a monthly basis.

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: Yes
• Connected networks: NHS Network (N3)

Social Value

• Social Value:

  Social Value

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

  Fighting climate change

  System C is committed to delivering environmental benefits and effective stewardship of the environment. We have a Carbon Reduction Plan in place with a net zero target of 2040, which includes a commitment to a 50% carbon emissions reduction by 2030 and an acceleration plan with the aim of achieving net zero no later than 2040. Our Environmental, Social and Governance committee work to monitor our environmental impact and develop activities and policies to reduce our carbon emissions. ; ; We encourage our customers to adopt an ecologically sound approach when implementing our solutions. Where possible, we conduct remote deployments and automate our implementation processes to remove the environmental and economic impact of paper-based activities during implementation. ; ; Our solution suite is designed to support customers in becoming paper-free or paper-lite, by minimising the need for paper-based records and printing information and forms. This not only reduces the need to store and dispose of paper-based records but creates greener Local Authorities and supports net zero targets. By using cloud software, we reduce our, and our customer’s, carbon footprints and lessen the need for data warehousing or centres. ; ; Our high-quality solutions are mobile and can be remotely accessed, minimising the need for travel and commuting. In practice, this allows professionals to access vital data on the move, between sites or when working remotely. Such mobile capability is crucial in the post-pandemic environment. We also provide Service User Portals and Applications. These reduce the environmental impact of printing and sending letters and information, as well as reducing the need for travel (whilst delivering more efficient models of care).

  Covid-19 recovery

  System C is committed to supporting COVID-19 recovery efforts. We recognise the impact COVID-19 has had on health and wellbeing. ; ; As part of our G-Cloud service provision, our high-quality, effective and robust systems will support your organisation to recover from the impact of COVID-19. From tackling Local Authority case lists that have grown exponentially, to aiding the support of children and families affected by COVID-19, we will build upon the expertise we provided to the National Vaccination programme and continuously support COVID-19 recovery and new ways of working. The system will reduce the administrative burden on Local Authority staff, enabling them to focus more on the quality delivery of social care. Our functionality includes self-service information and signposting and facilitates communication between Service Users and practitioners, supporting referrals and efficient case management to reduce post-pandemic waitlists. This extends to our Portals functionality, available for use remotely, allowing practitioners to effectively manage and support Service Users at home, such as those individuals who are shielding or are long-term sick due to Long Covid. ; ; We supported our staff throughout the pandemic, by promoting hybrid and remote working to ensure safety. This has extended into the recovery effort, by supporting flexible working arrangements with both our employees and customers (including by delivering training and configuration workshops remotely). We further invested in technology and infrastructure to support flexible and remote working, including home office equipment. This has all helped to promote a better work-life balance as part of COVID-19 recovery efforts and supported our customers maximise their productivity.

  Tackling economic inequality

  System C is committed to making a measurable difference in the local communities we work in by leveraging our resources, skills and networks to tackle economic inequality. We recognise the importance of incubating Small and Midsize Enterprises (SMEs) to drive future business, jobs and growth, and have previously sponsored business accelerator programmes and local charities to create opportunities in the local communities we work in. ; ; As part of this G-Cloud service, our products and systems are developed with the social care workforce in mind, to lessen the administrative burden and free up time for high-quality care. We train many Local Authority staff in digital skills and advanced technologies to deepen digital literacy across the workforce and create more skilled workers with transferrable skills. ; ; We are a major employer across the UK, driving economic stability and growth. We contribute to the UK market, and we have an ambitious growth target to increase headcount across the country, made possible by our remote and hybrid working opportunities (which eliminate locational hiring bias). We also offer our colleagues generous training allowances to support continuous upskilling in our workforce. We pay our employees and subcontractors a fair wage, actively monitor the job market, and regularly review salaries and rates (which helps to tackle economic inequality). ; ; We are committed to increasing the diversity of our workforce, and positively encourage talented new entrants, regardless of educational heritage, to join our High Performing Entry Level (HPEL) Scheme. This is specifically not a graduate scheme and relies on candidates passing a 15-minute aptitude test, after which we guarantee an interview, reducing unconscious and conscious bias. We continue to work with local educational providers across the country to accelerate this programme.

  Equal opportunity

  System C is committed to providing equal opportunities. We place paramount focus on accessibility throughout our products and systems, underpinned by Web Content Accessibility Guidelines (WCAG). Our solutions can operate across devices, allowing users to choose the best device for them, and support hybrid and remote working practices. As our solutions are web-based, users can adjust font sizes, colours, contrast and zoom settings and integrate with third-party accessibility tools, such as screen readers and voice recognition software, to support user need (e.g., sight impairments). Our Portal and mobile functionality also enables Service Users to be supported in their own home for equal access. ; ; We continuously take individuality into consideration and invest time, money, and resources in our people, helping support mental health, wellbeing, and neurodiversity in the workplace. We are committed to providing equal opportunities to our workforce and encourage new entrants with diverse skills and talents, regardless of their educational heritage. We support our staff with progression and training opportunities, including through annual reviews and generous training allowances. We are a living wage employer, and our staff are paid at a high rate or Living Wage, regardless of where they live.

  Wellbeing

  As part of this G-Cloud provision, we will support strong, integrated communities and will promote collaboration across social care to improve wellbeing. Our solutions are designed to support Local Authorities to work effectively across the communities they serve, supporting public needs and boosting health and wellbeing. This includes self-service signposting to information as well as integrated, digital support through our Portals and Applications, which empower Service Users to engage in their care. ; ; Our product suite is intuitive, connected and user-friendly, supporting users in their roles and workflows, ultimately leading to greater job satisfaction and improved health and wellbeing. Our systems are designed to reduce pressures placed on administrators and managers, supporting them to better manage scheduling and case management as part of an integrated workforce (with effective communication and working relationships). In turn, this allows busy practitioners to quickly access information rather than chase paper notes and multiple sources, reducing the demands placed on social workers and administrators (thereby increasing their wellbeing). Our Portals and Mobile Application functionality also reduces stress for users by empowering them to complete case management activities offline, without needing to return to the office and recall information.; ; We are committed to supporting and improving the health and wellbeing of our workforce. We provide staff working on this service provision with a competitive salary, training budget, and internal mentoring, as well as access to wellbeing talks, seminars, and a helpline. This ensures our colleagues feel secure and comfortable in their roles. We offer a bicycle purchase scheme to promote physical health and mental wellbeing, while we promote flexible working to support a healthy work-life balance. We also encourage all staff to take part in community outreach activities (including charity work, volunteering, and youth mentoring), made possible by our flexible working approach.

Pricing

• Price: £375 to £6,500 a user 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 sales@systemc.com. Tell them what format you need. It will help if you say what assistive technology you use.