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NHS North of England Commissioning Support Unit (Hosted by NHS England)

UEC-RAIDR Smart System Co-ordination Centre

UEC-RAIDR delivers near real-time data from urgent and emergency healthcare and social care services to operational, managerial, clinical, and System Co-ordination Centres. Automated alerts notify users of system changes, while predictive modelling aids in planning and surge identification. UEC-RAIDR adheres to NHS England Smart System Co-ordination Centre standards.

Features

  • System Co-ordination Centre support tool providing near real-time information
  • UEC System-wide view
  • Primary Care and PCN reporting
  • Configurable users alerts: thresholds, notifications, OPEL escalation action cards
  • Utilisation of Machine Learning: ability to identify unexpected/predicted surges
  • Messaging module with configurable groups
  • Interoperability with NHS111, DoS, Capacity Tracker and OPTICA
  • Data storage/dashboards to provide trend analysis
  • Automated NHS England OPEL calculation and reporting
  • Expandable data capability, driven by users collective requirements

Benefits

  • Meets all NHSE requirements and promotes system wide working
  • Supports winter planning and capacity and demand understanding
  • Supports ICS/ICP/LADB/Hospital Flow/Command Centre and SCC roles
  • Easy to use for reporting
  • Customisable information on escalation actions taken and impact monitoring
  • Unlimited user numbers ensuring whole system coverage
  • Supports ambulance services in identification of pressured services
  • Supports decision-making: shared demand through mutual aid across services
  • Maternity OPEL capability
  • Mitigates requirement to contact providers for NHSE information requests

Pricing

£91,000 an instance

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 necsu.busdev@nhs.net. Tell them what format you need. It will help if you say what assistive technology you use.

Framework

G-Cloud 14

Service ID

9 9 6 0 4 8 7 9 9 8 9 8 2 2 7

Contact

NHS North of England Commissioning Support Unit (Hosted by NHS England) Business Development
Telephone: 0191 3751789
Email: necsu.busdev@nhs.net

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
UEC-RAIDR provides an additional level of information which can be used in conjunction with or in isolation of the RAIDR, Capacity Tracker, OPTICA solutions, or as a standalone service.
Cloud deployment model
Public cloud
Service constraints
The service's effectiveness relies on the availability of information from various UEC providers and their willingness to share data across organisations. Conducting a system readiness assessment with each customer area is advised to ensure that information systems have the necessary capability and leadership culture to facilitate appropriate data sharing, thus maximising the service's planned benefits.
System requirements
  • Modern internet browser
  • Android or iOS

User support

Email or online ticketing support
Email or online ticketing
Support response times
One working day (Monday - Friday, excluding UK public holidays)
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
Yes, at extra cost
Support levels
Service support comprises of:
• Technical support services and help for non-technical ad-hoc queries and "how to" guidance.
• Information and advice by telephone (between 9am and 5pm, Monday through Friday, excluding bank and other public holidays), e-mail or by such other means as NECS deems appropriate.
• Creation and release to the Customer from time to time, at NECS' sole discretion, of fixes and improvements to the system.

Technical support services adhere to the following protocol:
• Major Fault: NECS will promptly, and within one working day of acknowledgement, provide instructions to the client to address the fault.
• Important Fault: NECS commits to supplying instructions to resolve the issue within two working days of acknowledgement.
• Minor Fault: NECS will endeavour to provide instructions to rectify the fault within five working days of acknowledgement.
Support available to third parties
No

Onboarding and offboarding

Getting started
The typical duration for system implementation is 90 days from initiation to launch. Customised plans are created with each customer to address their individual requirements.
Service documentation
Yes
Documentation formats
PDF
End-of-contract data extraction
Since not all data will be owned by the customer, it may not all be available for extraction. For example, users from the hospital may not have access to extract ambulance data. If needed, data extracts can be requested from the supplier.
End-of-contract process
At the end of the contract, user access accounts are disabled and data removed. NECS will remove customer data that has been submitted by themselves, about themselves, within the price of the contract. This will not include any third party data.

Using the service

Web browser interface
Yes
Supported browsers
  • Microsoft Edge
  • Firefox
  • Chrome
  • Safari
Application to install
Yes
Compatible operating systems
  • Android
  • IOS
  • MacOS
  • Windows
Designed for use on mobile devices
Yes
Differences between the mobile and desktop service
Mobile app provides push notifications.
Service interface
Yes
User support accessibility
None or don’t know
Description of service interface
General user use of the service is via either a mobile application available or a web application
Accessibility standards
None or don’t know
Description of accessibility
Non-text content is supported through the inclusion of text based values to ensure the information is accessible.
Accessibility testing
We have not undertaken any interface testing with users of assistive technology.
API
Yes
What users can and can't do using the API
The API is utilised for the collection of data for inclusion in the UEC-RAIDR. There is no API for extraction of information/services.
API documentation
No
API sandbox or test environment
No
Customisation available
Yes
Description of customisation
The UEC-RAIDR system will be customised to optimise the utilisation of system-defined and supplied data, tailored to the specific organisations, services, networks, and geographical areas of the UEC system being implemented. Thresholds and notifications will be configured collaboratively with the user, and agreed-upon bespoke user groups will be established for messaging capability.

Scaling

Independence of resources
Services are load balanced between multiple servers which can be scaled out on demand. Demand and capacity is regularly monitored as part of internal check processes.

Analytics

Service usage metrics
Yes
Metrics types
Usage metrics can be requested by the supplier around number of daily, weekly and monthly users, the time they have spent on the app, the type of device used and at which organisation the user is from. We are currently working on how this is displayed, with the longer term objective to show this through real-time dashboards.
Reporting types
Regular reports

Resellers

Supplier type
Not a reseller

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
No
Datacentre security standards
Managed by a third party
Penetration testing frequency
At least once a year
Penetration testing approach
Another external penetration testing organisation
Protecting data at rest
Encryption of all physical media
Data sanitisation process
No
Equipment disposal approach
A third-party destruction service

Data importing and exporting

Data export approach
Not applicable - the UEC-RAIDR provides an overview of data from multiple sources which would not be routinely available to any single organisation, to ensure compliance with appropriate NHS Information Governance and other applicable standards.
Data export formats
  • CSV
  • Other
Other data export formats
JSON
Data import formats
Other
Other data import formats
  • Bespoke, including CSV, links to existing systems and manual options
  • JSON

Data-in-transit protection

Data protection between buyer and supplier networks
  • TLS (version 1.2 or above)
  • Other
Other protection between networks
Web Application Firewall (WAF) in place, data encrypted at rest
Data protection within supplier network
  • TLS (version 1.2 or above)
  • Other
Other protection within supplier network
Web Application Firewall (WAF) in place, data encrypted at rest

Availability and resilience

Guaranteed availability
99%, assured by contractual commitment, excluding planned downtime for maintenance.
Approach to resilience
Our data-centre is set up to be resilient through two data centres with fail over, which is transparent for the end users. This is thoroughly tested within the test environment to ensure minimal disruption to customers.
Outage reporting
Any outages will be reported via email correspondence to designated customer leads.

Identity and authentication

User authentication needed
Yes
User authentication
  • Username or password
  • Other
Other user authentication
Initial system authentication is undertaken in the following stages:
1. User self-registration and provision of credentials
2. Automated verification of email and agreement of End User License Agreement
3. User account request sent to [users] employing organisation, approval granted/rejected by designated administrator for that organisation
4. Accounts are audited routinely with each organisations administrator to ensure ongoing user eligibility.
5. Routine access is authenticated at each incidence of access, using username and secure password validation
Access restrictions in management interfaces and support channels
Access to management interfaces is not permitted for any external users, access to support channels is available for submission/reporting only
Access restriction testing frequency
At least once a year
Management access authentication
  • Username or password
  • Other
Description of management access authentication
Management access is restricted to appropriate internal NECS staff by system administrator. It is not an available option for any user registration, protected by IP restriction and MFA using Microsoft Authenticator

Audit information for users

Access to user activity audit information
No audit information available
Access to supplier activity audit information
No audit information available
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
26/04/22
What the ISO/IEC 27001 doesn’t cover
14.1.3 Protecting Application services transactions
14.2.1 Secure development policy
14.2.5 Secure development environment
14.2.6 Outsourced development
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
NECS has a dedicated IT Security and Compliance team, with security leads embedded within the broader ICT teams. This team is led by the ICT Security and Compliance Manager, who reports to the Head of Infrastructure, and ultimately to the Business Information Services Director. Information Security Management Plans are developed by NECS, drawing from valuable practical experience. These plans align with key strategic information security principles, ensuring their integration into all NECS services. Adherence to NHS England Policies is paramount, and all NECS procedures are grounded in ITIL good practice.

Operational security

Configuration and change management standard
Supplier-defined controls
Configuration and change management approach
Configuration and ongoing development is in accordance with required customer specific governance requirements for example: customer project board, UEC Network structure or ICS management/reporting arrangements as appropriate. NECS utilise a Programme Management approach for the management of ongoing provision at customer level and overall development of the system. Each locality are assigned a project manager to engage and document development requests. The central Programme Team oversee the collective requirements from localities in order to manage the Product development road-map in response to national and most appropriate locality requests. The PMO reports to the NECS Executive and works to ISO9001 standards.
Vulnerability management type
Supplier-defined controls
Vulnerability management approach
As the app services are hosted on Azure, the vulnerability management approach is provided by Microsoft. Microsoft Azure is responsible for ensuring the service is highly available, definitions are updated regularly, that configuration through the Azure Management Portal is effective and that the software detects and protects against known types of virus and malicious software. MCIO-managed hosts in the scope boundary are scanned to validate anti-virus clients are installed and current signature-definition files exist. Vulnerability scans are performed on a quarterly basis at a minimum.
Protective monitoring type
Supplier-defined controls
Protective monitoring approach
The infrastructure is monitored by the supplier with active port monitoring alerts in place. Incidents are dealt with in line with the NECS ITIL Incident, Request Fulfilment and Problem Management Procedure. Standard response times are below:
Priority Level 1 (Major Incident) KPI - 95% resolution within 4 hours.
Priority Level 2 KPI - 90% resolution within 8 hours.
Priority Level 3 KPI - 80% within 3 working days.
Priority Level 4 KPI - 95% resolution within 5 working days.
Priority Level 5 KPI - 95% resolution within 30 working days
Incident management type
Supplier-defined controls
Incident management approach
The management of Incidents follows the standards set out by ITIL and defined in our own Incident and Problem Management Policy. Users report incidents via the Service Desk either via Telephone. Each incident is given a unique reference number and a priority which defines the length of time allowed to resolve the incident. Incidents are analysed to look for common trends by reviewing the types of incidents logged and trying to identify root causes. We report each month to our customers on the number of Incidents logged and our performance in terms of meeting the fix time.

Secure development

Approach to secure software development best practice
Supplier-defined process

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

NECS is dedicated to assisting customers, though the delivery of our services, in achieving their strategic and operational objectives and ultimately enhancing outcomes and efficiency.

Led by NECS' Organisational Development and Corporate Services Director our Corporate Social Responsibility (CSR) Group, is responsible for ensuring we meet our CSR Strategy. Our Strategy underscores our commitment to environmental sustainability. We aim to achieve 'Net Zero' carbon emissions, within our control, by 2040 and 'Net Zero' for emissions, we can influence, by 2045. To fulfil this pledge, we continually adapt our processes, harnessing digital platforms to minimise emissions and resource consumption.

To digitalise service delivery, we leverage tools like SharePoint and Microsoft Teams to create accessible real-time digital collaboration workspaces. This fosters seamless communication and enables sharing of insights, comments, and revisions, whilst minimising our carbon footprint.

By embracing digitalisation processes and Artificial Intelligence, we enhance efficiency, accessibility, and collaboration, while simultaneously reducing the environmental impact associated with traditional paper-based processes.

We continuously monitor and analyse our environmental impact, employing proven continuous improvement techniques to mitigate any increase in emissions or resource consumption.

We commit to a 20% reduction in our carbon footprint, a 30% decrease in paper consumption, and a 15% improvement in overall operational efficiency.

Our method statement includes implementing cloud-based project management tools, minimising in-person meetings through Microsoft Teams, reducing paper usage by adopting electronic documentation, optimising travel routes to minimise transportation emissions, and transparently monitoring and reporting on Key Performance Indicators for continual improvement.

Our healthcare procurement team ensures compliance with the Social Value Act 2012, considering economic, social, and environmental factors in commissioning services. We support clients to achieve health improvements, reduce health inequalities, and meet Net Zero and Carbon Reduction targets. Our team have gained invaluable knowledge and experience which we utilise when delivering our solutions.

Covid-19 recovery

As an integral part of the NHS, NECS played a pivotal role in supporting NHS England, Integrated Care Boards and Foundation Trusts in navigating and recovering from the challenges posed by COVID-19. We took a proactive approach in managing resources and internal capacity, ensuring our customers received the necessary support to alleviate pressure on services. Despite pandemic restrictions, our employees swiftly adapted to new working methods, embracing innovation to meet evolving demands.

We continue our commitment in supporting COVID-19 recovery efforts in several ways:
1. Providing Strategic Guidance: We offer guidance and support to navigate the complexities of COVID-19 recovery planning. This includes assisting the development and implementation of recover strategies tailored to each providers unique needs and challenges.
2. Delivering Operational Support: We provide operational support to help providers manage and recover from the impacts of COVID-19. This involves assisting with workforce planning, resource allocation and service redesign to meet challenging demands.
3. Facilitating Innovation: We encourage innovation in solution delivery to address the challenges posed by COVID-19. This includes supporting the adoption of digital solutions to improve efficiency.
4. Promoting Health and Well-being: Our mental health "first aiders" provide support and signposting to resources to promote physical and mental wellbeing. We collaborated with trade unions to develop a new framework for flexible working, reflecting our commitment to adaptability amidst COVID-19 and the recovery period. Our framework emphasises decentralisation from traditional office setups, prioritising wellbeing, and accelerating carbon footprint reduction efforts.

NECS is dedicated to playing a proactive and supportive role in COVID-19 recovery efforts, leveraging its expertise, resources, and partnerships to help provider organisations and communities emerge stronger from the pandemic. We are keen to share our experiences and best practices with both providers and customers, fostering collaborative efforts toward sustainability and efficiency.

Tackling economic inequality

NECS, as an NHS organisation, is guided by core values of professionalism, honesty, integrity, and high-performance standards. We prioritise both short-term objectives and long-term sustainability, striving for a balance between acquired skills, employment opportunities, and societal impact.

Embracing a culture of continuous learning, we offer an online platform with diverse courses for NECS employees and customers. We track participation and completion rates to inform future course offerings, aiming for an 8% annual increase in course completions over the next two years.

Recognising the importance of hands-on experience, we launched the NECS100 Programme for Graduate trainees and Apprenticeships in 2020. In the first year, this programme saw the recruitment of 100 graduates and apprentices into our organisation. We continue to increase apprenticeships and graduate trainee opportunities annually, ensuring diversity in recruitment and providing mentorship for knowledge sharing and skill development.

We conduct periodic assessments of staff skills and expertise to identify gaps and areas for improvement. Collaborating with contracting authorities helps us tailor services to evolving customer needs. Our Business Development Team and members of our Executive Team have access to HSJ intelligence, which is a digital platform offering real-time information exchange. This helps us anticipate market needs and adapt the services that we provide accordingly.

Feedback loops with customers provide insights into service effectiveness and emerging needs.

Our method statement outlines ongoing efforts to enhance online learning platforms, strengthen apprenticeship programs, conduct needs assessments, and address inequalities in skill development. Through measurable Key Performance Indicators, we ensure transparency, accountability, and adaptability in achieving desired outcomes.

Overall, our skills policy aims to elevate the overall skill level of our workforce, bridge gaps, and reduce inequalities in skill development, creating a diverse, inclusive, and adaptable workforce prepared for the dynamic healthcare environment.

Equal opportunity

NECS is committed to addressing inequalities within our organisation, evidenced by our ongoing reporting against the Workforce Race Equality Standard (WRES) and Workforce Disability Equality Standard (WDES). Through continuous efforts, we strive to enhance performance across all WRES and WDES indicators, gaining crucial insights into the challenges we face and working towards fostering a fairer, more inclusive workplace.

Our recruitment and selection policy reflects our commitment to positive discrimination through the Disability Confident scheme, ensuring that candidates are assessed solely based on their skills and relevant experiences. We take proactive measures to minimise opportunities for discrimination during recruitment by anonymising application forms and applying objective selection criteria. Furthermore, we maintain equitable pay across the organisation by adhering to NHS Agenda for Change pay rates.

Our training programmes prioritise Equality, Diversity, Inclusion, and Respect, creating an environment where diversity is celebrated, and equal opportunities are provided. We establish ground rules within teams to cultivate safe and inclusive learning environments, empowering every individual to realise their full potential.
To address inequality in training and development, we revamped our Talent Management Programme in 2020, offering stretch assignments and mentoring opportunities. Additionally, we introduced a 'reverse mentoring' programme, facilitating knowledge-sharing and enhancing employment prospects for colleagues from under-represented groups.

NECS focuses on enhancing experience, culture, and outcomes for all colleagues through an equality lens to support both protected and vulnerable groups. Leveraging insights from various reports and surveys, we have developed an Inclusion and Equality strategy encompassing communication pathways, workplace accessibility improvements, educational enhancements, workforce development support, and promotion of inclusive leadership.

These initiatives and policies are fundamental to our operations and will be upheld during the delivery of any call-off agreement. We remain open to sharing best practices with our suppliers and customers, fostering a culture of inclusivity and equity across our ecosystem.

Wellbeing

NECS prioritises good mental health and wellbeing among our employees, recognising the impact we have on wellbeing, longevity, physical health, and productivity. We are committed to implementing measures that encourage and promote a healthy workforce.

Our approach to managing health and wellbeing is integrated and comprehensive, overseen by our Health and Wellbeing Group who ensure that NECS takes a proactive and engaging stance towards enhancing the health and wellbeing of our employees, thereby fostering a supportive and nurturing work environment.

Our health and wellbeing champions play a pivotal role in promoting a culture that prioritises both the physical and mental health of our workforce. These champions not only support their colleagues but also receive support and development opportunities themselves, contributing to a mutually beneficial environment.

In line with our commitment to supporting mental health concerns, NECS has trained several employees as Mental Health First Aiders (MHFAs). While MHFAs are not clinically trained in mental health treatment, they are equipped to recognise early signs of mental health issues and provide responsive assistance, including signposting individuals to appropriate support services.

To further support employee wellbeing, we offer an Employee Assistance Programme, providing access to online Cognitive Behavioural Therapy (CBT), mindfulness exercises for mental health, a virtual gym, advice on sleep and nutrition for physical health.
We encourage employees to engage in volunteering initiatives through allocated time and funding. Since launching this programme in July 2023, employees have reported improvements in self-esteem, confidence, and work-life balance, along with the opportunity to learn new skills.

These initiatives and policies are integral to our operations and will be upheld during the delivery of any call-off agreement. Furthermore, we are committed to sharing our best practices with suppliers and customers, fostering a collaborative approach to promoting mental health and wellbeing across our ecosystem.

Pricing

Price
£91,000 an instance
Discount for educational organisations
No
Free trial available
No

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 necsu.busdev@nhs.net. Tell them what format you need. It will help if you say what assistive technology you use.