The Access Group

Access Assure

Access TEC Assure is an award-winning, next generation Digital Telecare solution, setting the standard in a digital telecare eco-system that combines best of breed technologies with advanced statistical techniques and machine learning to connect people, data and services to help prolong the independence of vulnerable individuals at home

Features

• A proactive, preventative approach with a reactive alarm safety net
• Combined data from multiple sensors, wearables and smart plugs
• Dedicated mobile app, available to wider support network

Benefits

• Person-centred, proactive, preventative, outcomes-focussed care and support, promotes independence
• Data-driven insight helps make more informed, timely decisions
• Support people to be more independent in their home/community
• Real-time reassurance to wider care network (friends and family)
• Increase quality, safety, efficiency by improving care planning and review
• Increase capacity through optimising resource prioritisation

£90 a user 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 tendernotifications@theaccessgroup.com. Tell them what format you need. It will help if you say what assistive technology you use.

Framework

G-Cloud 14

Service ID

996331181755231

Contact

Access UK
01206322575
tendernotifications@theaccessgroup.com

Service scope

• Software add-on or extension: No
• Cloud deployment model: Public cloud
• Service constraints: There are no known constraints
• System requirements: Any computer/mobile device with a browser and internet connectivity

User support

• Email or online ticketing support: Email or online ticketing
• Support response times: Access has developed a range of support plans. Our online Knowledge base and Community service plans are available to all our clients. We have made significant investment in our client support tools. The Success portal provides around the clock access to log incidents, browse articles and videos to find solutions. Our Support teams are available M-F 9-5 ( or 8-6 on Standard/Premium) On these plans P1 cases are responded to in 30 minutes. Please refer to Access for further details
• User can manage status and priority of support tickets: Yes
• Online ticketing support accessibility: None or don’t know
• 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: Basic Success Plan - provides you with an on-line support experience with on-line support case submission and self-service Knowledge Base access. No additional cost Standard Success Plan- offers an enhanced reactive service, including telephone and e-mail support, as well as priority response times and longer support hours. Larger customers will also get access to a primary named support analyst who will deal with the majority of your support questions. Charged at 15% of your subscription fee. Premier Success Plan- provides proactive services, including access to a customer success manager with quarterly and annual review. Charged at 25% of your annual subscription fee.
• Support available to third parties: No

Onboarding and offboarding

• Getting started: Onsite/remote training will be scheduled as part of the project plan and agreed by both parties. Delivery of the training will be modular and will follow the logical relationships between the system and the data. Following any changes to the solution, all relevant training material will be updated as appropriate and additional training will be made available as required. We will ensure that users learn through doing. Our consultancy and training services cover: - Overall application overview - System administration and setup consultancy - Document management - Application sub-modules, specialist service area modules - Reporting And include: - Full user guides for each attendee, supplied in electronic format - Train-the-trainer approach - Use of on-line Support and Customer Portal - Use of on-going support via the Support desk
• Service documentation: Yes
• Documentation formats: PDF
• End-of-contract data extraction: Customers can request a data extraction. We will complete the extraction and pass to the user.
• End-of-contract process: Data is provided to the customer in an agreed format. The data is deleted securely when the customer has agreed all data has been provided and drives holding the data are securely cleansed. Access can provide an Exit Management Plan to highlight the steps involved in decommissioning the application. Support can be provided to extract data for you on a time and materials basis.

Using the service

• Web browser interface: Yes
• Supported browsers:
  • Internet Explorer 11
  • Microsoft Edge
  • Firefox
  • Chrome
  • Safari
  • Opera
• Application to install: Yes
• Compatible operating systems:
  • Android
  • IOS
• Designed for use on mobile devices: Yes
• Differences between the mobile and desktop service: Content dynamically scales to fit the relevant screen size. The mobile app also includes installation functionality to support the installation of the hardware elements of the solution
• Service interface: Yes
• User support accessibility: WCAG 2.1 AAA
• Description of service interface: The user interface enables customers to manage their device real estate in the same way that a standard Device Management Platform does.
• Accessibility standards: WCAG 2.1 AAA
• Accessibility testing: Our products have been assessed to WCAG 2.1AAA
• API: Yes
• What users can and can't do using the API: API access is granted for customers that may wish to surface system insights in third part applications and/or enhance the insights engine with third party data sources to which they may have access
• API documentation: Yes
• API documentation formats:
  • Open API (also known as Swagger)
  • HTML
  • ODF
  • PDF
• API sandbox or test environment: Yes
• Customisation available: Yes
• Description of customisation: Customers can customise the dashboard information organisation to meet their specific requirements

Scaling

• Independence of resources: The solution is hosted in a dedicated virtual environment, specifically designed with security and scalability in mind including extra provision for additional web traffic. Resource usage is tracked and reviewed daily in line with demand.

Analytics

• Service usage metrics: Yes
• Metrics types: Users can see login histories, uptime and performance data,
• Reporting types:
  • API access
  • Real-time dashboards
  • Regular reports
  • Reports on request

Resellers

• Supplier type: Not a reseller

Staff security

• Staff security clearance: Conforms to BS7858:2019
• Government security clearance: Up to Baseline Personnel Security Standard (BPSS)

Asset protection

• Knowledge of data storage and processing locations: Yes
• Data storage and processing locations:
  • United Kingdom
  • European Economic Area (EEA)
• User control over data storage and processing locations: No
• Datacentre security standards: Managed by a third party
• Penetration testing frequency: At least once a year
• Penetration testing approach: ‘IT Health Check’ performed by a CHECK service provider
• Protecting data at rest:
  • Physical access control, complying with CSA CCM v3.0
  • Physical access control, complying with SSAE-16 / ISAE 3402
  • Encryption of all physical media
• Data sanitisation process: Yes
• Data sanitisation type:
  • Explicit overwriting of storage before reallocation
  • Deleted data can’t be directly accessed
• Equipment disposal approach: A third-party destruction service

Data importing and exporting

• Data export approach: Customers can self-service data exports via CSV or via the API
• Data export formats: CSV
• Data import formats: CSV

Data-in-transit protection

• Data protection between buyer and supplier networks: TLS (version 1.2 or above)
• Data protection within supplier network: TLS (version 1.2 or above)

Availability and resilience

• Guaranteed availability: We will use commercially reasonable efforts to make the SaaS available 99.7% except for unavailability during emergency or routine maintenance.
• Approach to resilience: Available on request
• Outage reporting: Users can subscribe to email alerts giving updates on scheduled maintenance and outages. An online portal is also available to clients

Identity and authentication

• User authentication needed: Yes
• User authentication:
  • 2-factor authentication
  • Username or password
• Access restrictions in management interfaces and support channels: Strict username and password policies apply to include frequent enforced password changes.
• Access restriction testing frequency: At least once a year
• Management access authentication: 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: User-defined
• Access to supplier activity audit information: Users have access to real-time 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: ISOQAR
• ISO/IEC 27001 accreditation date: 01/09/2014
• What the ISO/IEC 27001 doesn’t cover: Nothing is excluded from the Standard
• ISO 28000:2007 certification: No
• CSA STAR certification: No
• PCI certification: No
• Cyber essentials: Yes
• Cyber essentials plus: No
• 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: Access adhere to ISO27001 certification with a dedicated Information Security team working with the business to ensure we uphold our obligations, policies and procedures. The policy is owned and published by the Chief Information Security Officer. It sets out the organisation's approach to security, the commitment from the senior management team and the specific security policies of the company. The Information Security Policy is updated regularly, is published on our the corporate sharepoint and staff receive training on the policy during induction training and refresher training on a twice yearly basis.

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: All change requests shall be logged on a standardised system in use by the team, such as JIRA (Development), FreshServe (CHS), Service Cloud – Customer Support platform. A documented audit trail, maintained at the business unit level, containing relevant information shall always be maintained. This should include change request documentation, authorisation and the outcome of the change. No individual should be able to effect changes to production information systems without following the change process from end to end full details can be requested via emails
• Vulnerability management type: Conforms to a recognised standard, for example CSA CCM v3.0 or SSAE-16 / ISAE 3402
• Vulnerability management approach: Patched and audited by our patch management system. All non-critical OS patches are applied within one calendar month of release, first into pre-production and then into production, as part of the scheduled maintenance window. AV Updates - Signatures are updated hourly. / Rules are reviewed at minimum every 3 months. Logs are reviewed at minimum every 3 months. Access staff responsible for the maintenance of our hosting services subscribe to industry newsletters, belong to various security forums and we additionally receive notifications from our vendors.
• Protective monitoring type: Conforms to a recognised standard, for example CSA CCM v3.0 or SSAE-16 / ISAE 3402
• Protective monitoring approach: We have traffic monitoring and content based alerting on changes to the site and/or traffic flows implemented at infrastructure level. We keep daily historical reports from servers which provide the facility to identify when changes occurred. We proactively monitor third party suppliers vulnerability reporting and security fix availability. We patch any vulnerabilities found in a timescale appropriate for their level of severity. Our infrastructure response is within 1 hour in the SLA period 8am-6pm Monday – Friday.
• 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: All incidents must be recorded on Access Group’s Incident Register (FreshService) in accordance with the Incident description as detailed in Definitions. An immediate assessment must be carried out, to determine whether the incident is a personal data breach and likely to result in a risk to the rights and freedoms of the data subjects affected by the personal data and an incident report must be started. No evidence can be removed or anything deleted until screenshots/snapshots/ file information is recorded as this may hinder an investigation. – see collection of evidence section.

Secure development

• Approach to secure software development best practice: Independent review of processes (for example CESG CPA Build Standard, ISO/IEC 27034, ISO/IEC 27001 or CSA CCM v3.0)

Public sector networks

• Connection to public sector networks: No

Social Value

• Social Value:

  Social Value

  • Fighting climate change
  • Equal opportunity
  • Wellbeing

  Fighting climate change

  Access UK Limited is a Software author and provide associated services, including Hosting, Payroll Bureau and Payment services. We recognise that although we do not undertake manufacturing, our day to day operations will have impact on the environment at global, national, and local level. We are committed to the care of the environment and the prevention of pollution. •Access ensures that all our operations are carried out in with the minimum adverse effect on the environment but implementing many available resources and approved processes •We protect the environment by striving to prevent and minimise our contribution to pollution of land, air, and water •We keep wastage to a minimum and maximise the efficient use of materials and resources, and manage disposal of all waste in a responsible manner •We use energy, water, and natural resources wisely and prevent pollution by minimising waste, recycling whenever possible and properly disposing of waste that cannot be recycled. •Our management processes are developed to ensure that environmental factors are considered during planning and implementation •We raise employee awareness and encourage best practices for sustainability at work

  Equal opportunity

  We want everyone to feel at home at Access, knowing that they are valued for what they do, not who they are. We want people to feel that they truly belong here regardless of their age, gender, race, sexual orientation, or anything else that makes them individual; after all, if we were all the same it would be a pretty dull place. We love the fact that we’re all different. Having more diverse perspectives at work improves how we run our business, helps us support our customers, and when you think about it, it's just more fun. For us, this all starts with helping everyone feel part of the family and being at their best every day, making Access a place where everyone can love what they do and do what they love. We all have regular check-ins with our leaders, take part in monthly employee surveys, have lots of chances to share our views and ask for help, and with our own learning system, 'Access Shine', we really can make things even better each and every day. At Access we'll always hire the best candidate but we're continually looking for creative ways to increase the mix of diverse candidates into our recruitment process. On the basis that you ‘have to see it, to be it’, one thing we're doing is sharing more stories to celebrate the wonderful diverse range of talent we have at Access. It is important for us that our employees understand and reflect the customers and communities we support, and we want everyone to feel at home here, knowing that they are valued for what they do, not who they are. We want people to feel that they truly belong here regardless of their age, gender, race, sexual orientation, or anything else that makes them individual.

  Wellbeing

  Access places specific emphasis on the health and wellbeing of its staff and provides a “Well-being” hub in workspace that provides support for Mental Health, Finances, Social, Physical, Emotional and purpose. Assistance from Health Assured is available for all staff and there are training resources for “working in the new normal” and “Mental health and wellbeing” . Access also has “well-being” champions throughout the organisation. This is supported by monthly employee “check in” surveys and offers of flexible working for staff to meet caring commitments.

Pricing

• Price: £90 a user 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 tendernotifications@theaccessgroup.com. Tell them what format you need. It will help if you say what assistive technology you use.