How To Run A Casserole Club

Transcription

1 CASSEROLE CLUB Software as a Service Service definition 1

2 CONTENTS Overview Information assurance Data backup and restoration Service migration On-boarding and off-boarding processes Data extraction and removal Termination terms Pricing Service constraints Service levels and service management Training Ordering and invoicing process Consumer responsibilities Technical requirements Trial service Service roadmap Open source software Non-technical support and consultancy services Information on food safety and safeguarding About FutureGov 2

3 INTRODUCTION What is Casserole? Casserole is a micro-volunteering cloud based platform that allows people to sign up as Cooks and to prepare and share an extra plate of food with an older person (Diners) living close to them. Like a local community-led meals on wheels service, Casserole Cooks serve up homemade meals to their neighbours getting more people cooking and eating healthily, and strengthening local neighbourhood networks. Casserole helps tackle social isolation and loneliness among older people by matching Diners with local Cooks and facilitating companionship and even friendships. The prevalence and resulting negative impact of social isolation and loneliness in the UK is well documented. Over 1 million older people say they always or often feel lonely. And we know that loneliness affects our health - it can increase the risk of depression, dementia, heart attacks and raise blood pressure. The regular social contact that being part of Casserole Club delivers provides a real opportunity to combat this growing social problem and deliver wider health benefits. Casserole challenges the traditional model of meals on wheels service provision in the UK, by offering an alternative to this service. Our aim is that Casserole will help to reduce the number of individuals who might fall into the meals on wheels threshold therefore resulting in a potential cost saving to councils. FutureGov provide a dedicated team that lead on implementation and provide a deep level of customer service to support the project to be a success. Casserole has been co-designed by working with councils and existing Cooks and Diners. The long-term outcomes of Casserole are to: Reduce social isolation amongst older people Strengthen connections between the generations within communities Deliver improved food provision for older people Provide a flexible (micro) approach for people to volunteer their time and skills locally The customer would assign a Lead Organiser for the Casserole project in the area. Working closely with FutureGov, the Lead Organiser would be responsible for coordinating the sign up of Diners and Cooks using local promotion and community engagement. They will also have access to the web platform to support Cooks and Diners to share meals. Functionally the Casserole web platform allows residents in a live area (administered by postcode area) to register with an account as a Cook, to undertake a safeguarding 3

4 check and basic food hygiene test and once qualified, search for local Diners in their area who could benefit from a hot meal and company every now and again. Volunteer Cooks are able to create a basic profile on the site with information about what they might cook and how often. The purchasing organisation is given access to a dashboard and is able to refer Diners to the local Casserole Club. They are also able to sign up an unlimited number of partner organisations (Recruiters) that can be given access to this tool, enabling them to sign up and refer Diners directly to the Casserole platform. The web platform allows the purchasing organisation to facilitate matches between Cooks and Diners, to vett Cooks who have passed the safeguarding and food hygiene processes, to approve and reject meal shares, and to access Diner and Cooks contact details and profile information. The Casserole platform includes notification functionality that contacts users automatically at appropriate times to support them to complete sign up, select Diners to share a meal with and report meal shares. The Casserole Service includes a robust safeguarding and food hygiene process, which is applied to local roll outs. Other supporting processes and procedures can be tailored and delivered through the 'non-functional' Additional Support and Consultancy services offered as options alongside the software itself, and defined below. FutureGov's experience, gained in co-design and development with a number of local authorities and other relevant partners and contributors, makes clear that implementation of this software and service is best undertaken as part of a fully mapped out Change Management programme in order to realise the fullest benefits of the service. INFORMATION ASSURANCE Casserole currently operates at IL2 standards and FutureGov is accredited with ISO FutureGov own and maintain the Casserole Club web platform. The customer is given access to a dashboard via a login to the Casserole Club website. Clients do not need to install any software to access the Casserole Club web platform. FutureGov are responsible for hosting the Casserole Club web platform via Memset (an IL2 accredited service). DATA BACKUP AND RESTORATION The Casserole web platform is owned and maintained by FutureGov. Code in project repositories The code repositories are securely hosted by Github. Redundancy is provided as part of 4

5 the service. No significant losses have ever been reported with the service. Code on servers The code repositories are securely hosted on Memset. Back up: access logs are available for 7 days. Audit trail: IP address are recorded, time of last login recorded for each logged in user. Databases on servers Users data on signup, such as names and addresses are stored in PostgreSQL databases, data is backed up daily. Users assets on Amazon S3 User assets such as uploaded thumbnail photos of themselves are stored in Amazon s S3 datastore. It's a highly redundant data store so backup is not an issue. SERVICE MIGRATION Casserole is a centrally hosted service, hence migration of the functionality it delivers is not applicable, however migration of the software to another hosting service is possible on an ad hoc basis, by negotiation with FutureGov. There will be some cost associated with this such as configuring the Casserole hosting platform, the secure transfer of data, user accounts and other administrative work; value and volume subject to individual customer circumstances. ON BOARDING AND OFF BOARDING PROCESS From a technical perspective, there is minimal technical intervention required from the client side to start using the software. Typically the only requirements are ensuring availability of a supported browser and workplace access to the appropriate URL. The software is available at The customer will be given user accounts to access the software via the website. The software has a standard colour scheme and design. Diner sign-up information can be imported into Casserole by FutureGov as part of either the set up or ongoing support processes, although this is usually undertaken by the curstomer or their partner recruiter organisations. As Casserole is currently unique in its field, it is not possible to import data directly from other systems. FutureGov will however consider carrying out data migration for Diners on a bespoke basis if required, which may incur some cost. 5

6 DATA EXTRACTION AND REMOVAL Individuals may request their personal data for extraction and removal from the Casserole Club web platform. Clients and partner organisations may also edit and delete Diner referral data that they have uploaded to the Casserole web platform. Casserole holds personal data in relation to volunteer Cooks. We reserve the right to remove Cooks from the Casserole web platform if they are found to be in breach of our terms and conditions. Relevant performance data is supplied to clients rolling out the Casserole Club project including data in relation to Cook and Diner sign-up numbers, the number of meal shares, the type of food being shared in meals, basic demographic information to the relevant aggregated level. Further data extraction requests in relation to performance of the roll out will be handled on an individual basis. FutureGov are interested in working with customers to improve data capture forms and data analysis tools to help demonstrate impact and performance of the project. Leaving Casserole SaaS A user can request to leave Casserole at any point during their usage of the software, in line with the termination terms below, by notifying FutureGov in writing by at hello@casseroleclub.com. TERMINATION FEES The Casserole SaaS service shall commence on the agreed Effective Date and shall continue for the Contracted Term but shall be subject to early termination as referenced within the termination/consequence of termination section of our standard G-Cloud terms and conditions. By the supplier (removal of the G-Cloud Service) FutureGov services shall commence on the agreed Effective Date and shall continue for the Contracted Term, but shall be subject to earlier termination if it can be proven that there is a security risk to the service or the community as a whole - whether through technical, administrative, operational or any other aspect and as referenced within the Termination / Consequence of Termination section of our standard G-Cloud terms and conditions. PRICING 1st year 30,000 to 50,000 (+VAT) depending on area population size Implementation package FutureGov will provide an implementation package and access to the Casserole Club 6

7 web platform for 12 months. Access to the web platform includes: Ability for residents from postcode areas within specific areas to sign up as volunteer Casserole Cooks on Ability to sign up an unlimited number of partner organisations as Recruiters who can upload and refer Diners to the Casserole system within these areas. Ability to sign up an unlimited number of Diners within the specified area. Ability to sign up Casserole Club Matchmakers within the customer s organisation who will be responsible for supporting meal shares. Access to the FutureGov Casserole helpdesk and technical support. Implementation support Implementation planning and dedicated support to roll out Casserole On-site training and documentation to local Casserole Matchmaking staff on web platform and customer service approach Access to best practice Casserole toolkit to support roll out. Marketing, communications and community engagement support Access to a suite of Casserole marketing materials that can be adapted to include partner branding. Support with overall communications and community engagement planning National PR and events Reporting Monthly data reports on performance Technical support Standard upgrades, maintenance and bug fixes Subsequent years 25,000 to 40,000 per annum (+VAT) depending on area population size Including: Unlimited user registration to in a given area; Ongoing technical support Standard upgrades, maintenance and bug fixes; All software updates delivered within the Contracted Term with appropriately updated documentation. 7

8 Off-Boarding Charges See Leaving Casserole, Termination Terms and Data Extraction and Removal. DBS costs The purchasing organisation will be responsible for covering the cost of DBS checks for every Cook that completes sign up to Casserole. We recommend an online service provider which costs approximately per volunteer. Although a local provider could be used. Service constraints While FutureGov is happy to consider requests for cosmetic customisation of Casserole, there is no automatic provision of capability to customise the software. There are no plans to deprecate any features of the Casserole software at this stage. SERVICE LEVELS AND SERVICE MANAGEMENT Casserole Service Desk Service Levels FutureGov provides support and management for the Casserole SaaS service 9:00am to 6.00pm, Monday to Friday excluding holidays. Support can be requested by ing hello@casseroleclub.com. Urgent support enquiries, those within FutureGov s control that prevent usage of the Casserole system by a one or more members of a client s organisation, will be responded to within 24 hours and addressed immediately by a member of the Casserole team. Non-urgent support enquiries, those within FutureGov s control that do not prevent usage of the Casserole software, will be responded to within 48 hours. The service will be managed on a day-to-day basis by liaison between a named FutureGov Account Manager and a Customer-appointed Service Owner. Escalation procedures are detailed in our G-Cloud Terms and Conditions. TRAINING Included in the unit cost is a basic training package that will comprise training documentation including a user manual explaining how the web platform and the service works. The customer will also be provided with a toolkit containing information and guidance, tips and marketing materials to support the customer in rolling out the Casserole project in their area. If there are major changes to existing features or the addition of new features then this documentation will be updated. Should there be any minor changes affecting end users an addendum may be provided to the existing 8

9 documentation. In addition, FutureGov will provide training for the purchasing organisation and key partner organisations leading implementation on the client side. See Additional Non-Technical Support and Consultancy Services, below, if additional training is required. ORDERING AND INVOICING PROCESS To discuss Casserole SaaS suitability for your requirements, or to place an order now, please FutureGov's Casserole Club Team at in the first instance. A formal order can be placed by Order Form and as detailed in FutureGov's terms and conditions. 1st year: we would expect payment of 50% of the Casserole SaaS unit price on initiation of the contract, and 50% on Go Live in the area. Subsequent years: we would expect full payment of the Casserole SaaS unit price on renewal of the contract. CONSUMER RESPONSIBILITIES In addition to responsibilities detailed and referred to elsewhere in this document FutureGov expects the following from clients: Software use They only use Casserole for the purpose for which it was intended within their organisation or in agreement with appropriate third parties. They ensure their computer environment is free of viruses at all times, and do not introduce malware into the system They follow all appropriate data security and data access requirements set out by their organisation when using Casserole, including appropriate levels of password security. Best efforts from Customers, their staff and partners, to provide, in a timely manner, reasonable information and resources as required to contribute to resolution of service calls, implement updates and complete necessary maintenance etc. Make best use of online tools to support implementation. For example access to Skype or other video-conferencing tools for implementation meetings and use of an online DBS provider to support efficient Cook sign up. 9

10 Implementation The customer will need to provide: A lead organiser to liaise with FutureGov on all aspects of the poject 1-2 people to act as local Casserole Matchmakers to facilitate Casserole Club Communications activity to promote Casserole Community engagement activity to sign up Cooks, Diners and Recruiters A specific phone number and address TECHNICAL REQUIREMENTS There is minimal technical intervention required from the client side to start using the software. Typically the only requirements are ensuring availability of a supported browser and workplace access to the appropriate URL. Casserole is supported on the following web browser/os combinations; Firefox 13+ on Windows (Vista, Server, 7+), Linux (many distros, please ask) and OSX Leopard and above - fully supported Chrome 20+ on Windows (Vista, Server, 7+), Linux (many distros, please ask) and OSX Leopard and above- fully supported Safari 5+ (OSX Leopard and above) - fully supported Internet Explorer 9 on Windows (Vista, Server 2008+, 7+) - fully supported Internet Explorer 8 on Windows (XP, Server 2008+, Vista, 7+) - fully supported Internet Explorer 7 on Windows (XP, Server 2008+, Vista) - functional support (not cosmetic) Other combinations may be supportable, possibly at some additional one off cost, please ask. TRIAL SERVICE Due to the change management package that supports a successful implementation of the Casserole software, it is not recommended to run a short-term software-only project using Casserole. For this reason, a free short-term trial of the software is not available. In FutureGov s experience this approach also assists in reducing pilot fatigue that is increasingly common around software projects in the public sector. SERVICE ROADMAP FutureGov maintains a comprehensive roadmap for the Casserole at all times. This is a living document that is integrated into our Agile software development process, and so is under continual review. 10

11 Deprecation schedule Currently, Casserole is in version 1 of the software, and thus there are no plans to deprecate any of its features or functionality at this point. As Casserole is designed in collaboration with users and clients, FutureGov would consult carefully with its client base before deprecating any features. FutureGov will always give one month s notice prior to deprecation of any major feature. Likely future functionality Integration of automated text messaging service Twilio to help aid communication with Diners and Cooks who have mobile devices More sophisticated client side system administration which could help to automate performance monitoring A reward based system for long term Cooks Additional functionality, as co-designed with end-users Software updates will be applied under a managed process including agreed period of notification of update. OPEN SOURCE SOFTWARE Casserole uses the following open source software packages in its codebase. MySQL Ruby on Rails Open Source Libraries The Casserole software is not itself released as open source code at this stage. 11

12 NON-TECHNICAL SUPPORT AND CONSULTANCY SERVICE We are experienced in managing change in complex environments and can work closely with you to implement Casserole. With a background in local government, we believe in delivering Casserole in genuine partnership with councils or other purchasing organisations. Our approach is flexible and we adapt it to suit your organisation s needs. A Casserole rollout usually consists of the following: Defining your needs Initially we will work with you to understand how Casserole fits into your overall strategy and to plan implementation. We will work with you to identify a Lead Organiser for the project within the organisation and to introduce the Casserole SaaS. Factors like which partner organisations to involve when; targets for the number of Cook and Diners; current ways of working; existing technology used; data sharing practices; food hygiene and safeguarding policies all affect how we implement Casserole and vary between local authority area. We will work with you to identify these factors and create a solid plan for implementation. Go Live of the Casserole Project Casserole is made live to Cook sign-ups and Diner referrals in the first month (normally weeks) of rollout. Cooks can already sign up in all areas of the UK with a basic account (they cannot search for Diners or go through safeguarding processes), and once live all of the sign-ups in the area will receive a phone call or to encourage them to sign up. The lead organistion will also need to set up a local telephone number and address so that direct Diner referrals can be taken. Training and matchmaking / customer service support The lead organistion will manage the CRM behind the Casserole platform and undertake online DBS checks of Cooks and facilitate meal shares with Diners. They will administer the telephone number and address for the local rollout. FutureGov supply a toolkit containing marketing materials and guidance on how to roll out the project and promote the service to partners so that they can refer and sign up Diners and Cooks. Marketing materials will be adapted with partner logos and soft copies provided for the customer to print and distribute. The FutureGov Casserole team will provide training and support in community engagement, communications strategy and deep customer service to help roll out the project and grow the number of Cooks, Diners and Recruiter organisations. 12

13 The customer plays a key role in making Casserole a success. They check in with Diners and Cooks at set intervals before and as meals are shared. We ve learned this is particularly essential for new Diners, who need to feel safe and to develop a level of trust with Casserole as meals are shared. Cooks also value contact with the local Casserole team as they get more involved with the project. On-going support We offer on-going technical support, updates and fixes, user manuals and guides, as well as customer service. We regularly gather feedback to inform the development of the tool, making sure Casserole remains easy and appealing to use by residents and clients. The Casserole team will also manage all national communications for roll-outs and will support the customer with any media requests. FutureGov are responsible for management of the Casserole blog, Facebook page and Twitter accounts which are also used to promote local rollout events. INFORMATION ON FOOD SAFETY AND SAFEGUARDING Casserole Club recommends using on online DBS provider such as Mayflower disclosure services to vett volunteer Cooks. Casserole Club asks all Cooks to complete a DBS form online. Cooks are then contacted to arrange an ID check. Where possible, we recommend this is done online by offering our Cooks the option to have a video conference call over Skype, Facetime, or a Google Hangout. This also enables the service to have more of a conversation with Cooks and understand their motivations for taking part. If they cannot take part in a video ID check then a face-to-face check is required and easy to arrange. After ID-checking, the volunteer Cook s application is submitted online and is usually processed within 7 days by the online DBS provider. The customer Matchmaking team reviews the result and successful applicants are contacted so that they can be matched with a Diner. Unsuccessful applicants are also contacted and advised why their application has been declined. Food Safety Process We ask all volunteer Cooks to watch a food safety video and take a food hygiene online quiz. This video was approved by health and safety experts at Tower Hamlets council and covers the basic food safety and hygiene requirements needed for this service. A Cook cannot search for Diners or organise a meal share until they have successfully been vetted and have passed the quiz by answering all 10 questions correctly. 13

14 Casserole Diners Diners are either referred to the Casserole Club via telephone or address. Diners can also be directly uploaded to the Casserole Club website by a partner organisations (Recruiters). Recruiter organisations are given access to a Recruiter dashboard tool that tracks who they are referring to the project. If a Diner contacts the project directly the local Casserole Club team will have a telephone conversation with the individual and make a quick assessment of the Diner s need. During this conversation the matchmaking team will also capture details relating to eating habits (including preferred foods, allergies and diet related medical conditions) and some information for their personal profile. The project is open to older people aged over 55 years, but assessments are made on an individual basis. If a Diner s level of need is deemed to be too high or if the local matchmaking team have cause for concern we recommend they seek advice before progressing or declining their application. If in any doubt organisations recommending the service can contact us on our national telephone number Before a Diner can be signed up to the project they will be sent a Diner Handbook that explains how the project works and includes local emergency contact details. Diners will also have to give consent verbally or sign the consent form before their profile is made live on the site. ABOUT FUTUREGOV We are FutureGov. Over the past 5 years we have worked with more than 50 clients on digital innovation, drawing on our design, technology and change skills to help identify challenges and work with users to define and deliver solutions. We have worked across the UK with Districts, Unitaries and Counties from Surrey to Staffordshire, Brighton to Barnet and are increasingly working internationally. Passionate about innovation in public services, we work with authorities that want to bring innovation to how they approach and deliver services. We have expertise in a broad range of areas, and are happy to talk to you about what it is that is you need. Please get in touch at hello@casseroleclub.com on twitter. 14