Service descriptin iseeu Telecare Service Desk Sftware as a Service Sftware as a Service G-Clud 7
Cntents Overview f Scial Care management service... 3 Telecare Service Desk - verview... 4 Benefits... 5 Features... 5 iseeu Care Platfrm... 7 Care Platfrm differentiatrs... 7 Benefits... 7 iseeu Care Features... 8 Design Tls... 8 Wrkflw Designer... 8 Frms Designer... 9 Reprt Designer... 9 iseeu Care platfrm - Nn-Functinal... 10 Infrmatin Assurance and Security... 11 Pricing Structure... 11 Service Optins and SLAs... 11 Page: 2
Overview f Scial Care management service iseeu Glbal are pleased t ffer its Scial Care management service. This ffering is ne f a number f mdular services that can be prcured tgether r as individual slutins. The mdule described in this ffering has been built n iseeu Care platfrm which is a single, scalable, rapid and innvative way t deliver scial care services. The mdular services ffered: Care Management platfrm Telecare Service Desk Assessment based e-catalgue Mbile Lne Wrker Remte mnitring device integratin These slutins deliver immediate peratinal benefit but can als be custmised t meet custmer requirements / business prcesses. This dcument cntains infrmatin regarding the Telecare Service Desk nly Page: 3
Telecare Service Desk - verview A cmplete turn-key peratinal telecare service desk, pre-cnfigured t supprt Alarm mnitring and management f GSM SMS based Pwer and Temperature Mnitring devices t prvide an end t end reference slutin fr use in Vunerable Peple (ambient temperature), Hme Medical Equipment (Pwer Lss), and Energy Saving (Temperature Trends v Fuel Charges) Mnitring sceanri s. Example usage includes: Care in the Cmmunity (Vulnerable Adults & Children well being) Estates & Facilities Management Envirnmental Mnitring (Offices, Hmes, Public Spaces) Fire Detectin Energy Efficiency (Lwer yur energy bills) Data Centre and IT equipment pwer/temperature mnitring (ut f band) Temprary Mnitring Scenari s (e.g. Lan f hme based medical equipment alerts if pwer lss fr vunerable patients, vacant building mnitring) This platfrm enables yu t create an peratinal Telecare Alarm mnitring slutin with autmated respnses t reduce n-ging telecare service prvisin charges. Page: 4
Benefits Extendibility (seamlessly integrate with a variety f 3 rd party telecare / alarms equipment using the iseeu Designer Tlset) Autmated cmmunicatins (create wrkflws when alerts / alarms are received. Autmate urgent messages and create an urgent ticket t ensure actin is taken in a timely fashin) Critical infrmatin and reprting (easy access t detailed custmer infrmatin and ther useful infrmatin. All data cllected t meet legislatin requirements) Features Central Prvisining and Device Management Critical Temperature Mnitring Mains Pwer Mnitring (ptinal remte pwer cntrl) Alert Push t Call Centre(s) - Alert Gateway Seamless Integratin - Interactive Vice Respnse (Telephny), SMS, email, IM, XML and Web services Alert Management Wrkflws & Rules engine Seamless Integratin - Interactive Vice Respnse (Telephny), SMS, email, IM, XML and Web services Escalatin Preferences & Device Persnalisatin Standard and User definable Alert wrkflws t autmate respnse management Industry Best Practice Alert Rules Engine t reduce False Psitives Scheduled Device Status Mnitring prfiling and health checks Default set f Reprts Full Audit Trail f Alerts and Actin taken Custmisable Reprts and Data Extracts Service Desk fr Alert ticket management Easy t use device cnfiguratin Escalatin Management Care Circles SMS and email Alert Key Hlders n Pwer Lss and/r Temperature Alert Cnfigurable Alert plices Fully Scalable Enterprise Ready Smartphne and Web based persnalisatin tl fr end users Page: 5
View Temperature Alert threshlds Update Cntact preferences and Device Lcatin details View reprts f Temperature and Pwer Status fr last n-weeks iseeu Page: 6
iseeu Care Platfrm The mdule described in this ffering has been built n iseeu Care platfrm which is a single, scalable, rapid and innvative way t deliver scial care services Care Platfrm differentiatrs 1. Digitise and streamline yur business prcesses in the way yur cmpany wrks nt the way the sftware slutin makes yu wrk! 2. Create mbile frms that wrk nline and ffline capture data n yur tablet / mbile if yu have n signal, sync when yu d! 3. Create and update reprts t meet ever changing legislatin reprting needs all data is captured and can be reprted n 4. Prttype new business prcess quickly and easily Benefits help change the way yu wrk r test new ways f wrking By prcuring this platfrm yu will receive market leading capabilities that can help yu: 1. Create services and slutins based n hw yu want them t wrk a. create digitised pathways based n yur business prcesses flexible platfrm that helps keep yur business IP (e.g. this is hw we d it!) 2. Digitise yur business peratins a. stream line and autmate tasks saving time, mney and free up resurces b. create a paperless envirnment reducing csts, time cnsuming mistakes and help the envirnment c. stre all data can be used fr reprting purpses t imprve business perfrmance and meet legislative reprting requirements Page: 7
iseeu Care Features Future prf yur investment with the flexibility t adapt any deplyment t new peratinal and legislative requirements via the easy t use iseeu frm creatr, graphical wrkflw (business prcess autmatin), and reprt writer tl kit. Enable yur business t digitise quickly and capture data via a number f devices including mbile and the web (PC / laptp). The platfrm can be delivered as a clud service, quickly prvisined and cntent / prcesses persnalised t meet yur peratinal needs. The platfrm fully custmisable via the easy t use iseeu drag & drp graphical frms, wrkflw and reprt design tls; everything an rganisatin requires t create their wn in-huse peratinal integrated system. Design Tls A suite f agile tls that are designed fr nn-technical users t create Frms, Reprts and Define Prcess Autmatin tasks, and deply them t Grups f Users with minimal interventin t ensure rapid return n investment. Use the iseeu Pr Tlset fr augmenting existing line f business applicatins r creating new nes and cnnecting them t peple, systems and mnitring devices regardless f lcatin. Wrkflw Designer iseeu s graphical wrkflw engine is at the heart f the platfrm enabling rapid autmatin f business prcess pathways and integratin t 3rd party systems using the simple iseeu drag & drp graphical canvass design user interface. Create intelligent wrkflws pathways interventins - escalatins and assciated business lgic in supprt f yur line f business, stakehlder cmmunicatins & systems integratin requirements Engage with yur emplyees and stakehlders t rapidly create, test and deply business prcess autmatin fr key pathways acrss any line f business and crss agency/brder wrking. Define business rules and ruting lgic t ensure infrmatin and cmmunicatins are accurate, cnsistent and managed in the mst efficient manner. The drag-and-drp canvass designer user interface presents key Activity cnnectrs which include: SMS bi-directinal text messaging Mbile & Web Frms integratin Page: 8
email integratin IVR Interactive Vice Respnse (Dial Plan designer) Dcument & File management supprt (including: multi-media Picture, Vide, Vice) Ge Lcatin (GPS), Address lkup User Definable Data Surce cnnectrs e.g. t SQL databases r custm reference data stres Web services cnnectr t 3rd party systems Telemetry & cntrl f 3rd party devices Service Desk integratin (raise ticket) Reprting Services integratin Scial Media integratin Regular Expressin & Business Rules definitin Ruting If then Lgic URL encryptin click t access SMS & Email embedded PIN enabled link t Frms (ne time access) Need a custm activity cnnectr created? - ur Prfessinal Services team will be happy t assist. Quality is assured thrugh interactive debugger and LIVE diagnstic tls supprted by Versin Cntrlled deplyment ptins. Business users are able t prttype cncepts in minutes and create live tested deplyments rapidly withut a need fr expensive cnsultants r sftware engineers. Frms Designer Easy t use frms design tl enabling rapid develpment f Frms fr web and mbile deplyment, interacting with user defined wrkflws. The drag-and-drp canvass designer user interface supprts the fllwing frms elements: Text entry Pick lists (Reference Data) Radi Buttns Tables Date and Time Pickers Images File Uplad GEO Lcatin Triggers and Cnditinality Reprt Designer Easy t use Reprt Designer Wizard, fr tabular based reprts and graphs. Page: 9
Instant management reprt generatin by the system (n reprt writing necessary!) Simple ne click exprt t Excel, XML, PDF, email, print fr distributin iseeu Care platfrm - Nn-Functinal The iseeu Care Platfrm key nn-functinal dependencies are detailed in this sectin: Scalability iseeu Platfrm is built using Micrsft Web Farm technlgy, deplyed in a virtualised envirnment. This SaaS slutin is able t scale t accmmdate an enterprise deplyment f thusands f cncurrent users and wrkflw transactins; thus limited by the infrastructure as a service and sftware subscriptins purchased by the end user. Security and Audit Lgs User Access is Grup and Rle Based, with Access Cntrl Lists that can be defined t a granular functinal level. One time Passwrd and secndary authenticatin (via SMS/email) Lcked Accunts can nly be unlcked by System Administratrs Authrised and Un-authrised Access Attempts are lgged (IP level), blacklisting is supprted. All user actins are lgged in an audit file which can be searched and exprted. All wrkflw activity is lgged in a graphical executin path frm t enable Business Activity Mnitring Page: 10
Infrmatin Assurance and Security The sftware slutin is ffered hsted n a Clud platfrm that has achieved Pan Gvernment Accreditatin (PGA) and data centres that are ISO20000, ISO27001 cmpliant suitable fr IL0. Subject t additinal infrastructure services and charges t be quted by request - the SaaS ffering can als be prvided fr assets classified as OFFICIAL under Gvernment Security Classificatins. Custmers may chse t perfrm Departmental accreditatin s that they can use the service t prcess IL2 r IL3 data. All datacentres are highly resilient Tier3, UK svereign and/r EU near shre and separated by >50 miles fr gegraphical diversity. Data Centre staff are security cleared. Pricing Structure All services are charged n a Mnthly Cnsumer Subscriptin Price (per user r per cnnected device as specified), vlume discunts are als detailed in the Pricing Schedule (separate dcument). Service Optins and SLAs Our SaaS ffering is designed t be self-managed via the secure nline prtal which prvides cmmn Service Management functinality and addresses standard requirements, scalable and security rich. As a user f this kind f service, yu d nt have t wrry abut details such as the Hardware and Operating Systems that the sftware runs n r hw it is cnfigured. Our SFIA Technical specialists prvide the service in a highly available manner and handle patching the system when a security r sftware patch is required. In additin, they handle backing up the envirnment daily, general mnitring and keeping the system running thereby helping yu fcus exclusively n yur day t day line f business. Page: 11