Service Definition – Sexual
Health Service Management
Date issued:
HR & EMPLOYEE SERVICES | CASE MANAGEMENT | EDRM & DOCUMENT MANAGEMENT | FINANCE & ACCOUNTS
PARTNERSHIP THROUGH
INSIGHT, INTEGRITY AND INNOVATION
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CONTENTS
1.
Overview.................................................................................................................................. 4
1.1.
Inform Sexual Health
1.1.1.
............................................................................ 4
Inform Sexual Health Benefits ........................................................................................ 5
1.2.
Supporting Infrastructure ........................................................................................................ 6
1.3.
Private Cloud Option ............................................................................................................... 7
1.4.
Additional Environments ......................................................................................................... 7
2.
Information Assurance ............................................................................................................ 8
3.
Business Continuity ................................................................................................................. 9
4.
On- & Off-Boarding ................................................................................................................ 10
4.1.
On-boarding Process - Private Online Sexual Health Service ................................................ 10
4.2.
Off-boarding Process - Private Online Sexual Health Service................................................ 10
4.3.
Standard Implementation Process ........................................................................................ 10
5.
Pricing .................................................................................................................................... 11
5.1.
Private Cloud Service Pricing ................................................................................................. 11
5.2.
Volume Discounts .................................................................................................................. 11
5.3.
Data Extraction ...................................................................................................................... 11
6.
Service Management ............................................................................................................. 12
6.1.
Introduction ........................................................................................................................... 12
6.2.
Constraints............................................................................................................................. 12
6.2.1.
Maintenance Windows ................................................................................................. 12
6.2.2.
Permitted Customisation .............................................................................................. 12
6.3.
Service Levels......................................................................................................................... 13
6.3.1.
Performance.................................................................................................................. 13
6.3.2.
Availability ..................................................................................................................... 13
6.3.3.
Support Service ............................................................................................................. 13
6.3.4.
Service Credits............................................................................................................... 14
7.
Training .................................................................................................................................. 15
8.
Ordering & Invoicing Process ................................................................................................ 16
8.1.
Ordering Process ................................................................................................................... 16
8.2.
Invoicing Process ................................................................................................................... 16
9.
Termination Terms ................................................................................................................ 17
9.1.
By Consumers ........................................................................................................................ 17
9.2.
By the Supplier ...................................................................................................................... 17
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10.
Consumer Responsibilities .................................................................................................... 18
10.1. General Obligations ............................................................................................................... 18
10.2. Consumer's Information ........................................................................................................ 18
10.3. Implementation ..................................................................................................................... 18
10.4. Training .................................................................................................................................. 18
10.5. Service Desk Support ............................................................................................................. 18
11.
Technical Requirements ........................................................................................................ 19
11.1. Specification of machines accessing the on-line Inform ....................................................... 19
11.2. Bandwidth Requirements ...................................................................................................... 19
12.
Trial Service ........................................................................................................................... 20
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1.
OVERVIEW
1.1.
Inform Sexual Health
Inform Sexual Health is a business support framework product designed specifically to
address CaSH, GUM and Integrated Sexual Health services need for a high quality,
comprehensive, technology based management system.
Capable of satisfying both service management and service delivery requirements, the
framework nature of Inform allows services to address the modernisation challenges they
are facing and engineer the design of their final IT solution.
Inform allows definition of bespoke data capture, incorporation of service defined rules,
protocols and guidelines and also the ability to map its operation to the needs of each
service, providing a solution that allows analysis and planning of future services based on
historical trends and events, staffing performance, current staffing competencies and
service information.
As both an electronic patient record and a workflow driven business management system,
Inform enables customers to manage their services in a safe, efficient, paperless manner,
bringing improvements in efficiency, service delivery and ultimately patient care.
Inform is an entirely new breed of IT system. The unique design supports services open up
patient access, provide efficient and informed service delivery, speed up the ability to
analyse performance and by adapting to meet local objectives that satisfy the needs of their
changing populations, gives sexual health services the tools they need to facilitate service
development.
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1.1.1. Inform Sexual Health Benefits
Key points include:
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Expert clinical functionality to enable Health Care Professionals manage their patients
based on locally defined protocols and locally defined pathways.
Workflow based detailed notifications and task lists reduce time spent on
administration, highlight exceptions and variations to locally defined rules and also
support the efficient management of patient and partner follow up, recall and
reminders and the issue of treatments and supplies.
Sophisticated security and access controls to support role based, task based and clinical
competency based user access.
A highly intuitive, clear and consistent user interface, essential for user take up as well
as patient safety, specifically designed to support a wide range of Health Care
Professionals manage the many aspects of their service in increasingly diverse locations.
Compliant as standard with all current NHS statutory reporting requirements for Sexual
Health, each implementation is configured to capture and report locally required
business critical information along with the flexibility to incorporate new reports as and
when required.
Available to implement in a staged manner to support the change management needs
of a service’s local environment; either available as a fully paperless clinical data
collection and service management system, or in a Paper-light form with paperless
clinic, appointment and waiting room management, plus statutory and local reporting.
Functionality
CSP
CASH
GUM
ISH
Database / EPR
Role, Task and Competency based User Security
Clinic Scheduling
Real-time Paperless Clinic Management
Data Capture NCSP
Data Capture SH
Screening and Recall
Results Requesting & Reporting
Clinical Alert and Notification Builder
Patient Kiosk - Self Registration
Patient Kiosk - Triage
Service Online
Reporting Chlamydia
Reporting CASH
Reporting GUM
Infection Mapping (GIS)
Standard
Optional
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1.2.
Supporting Infrastructure
The Equiniti ICS Online Service is provided from its Belfast Data centre on HP rack mounted
blade servers and storage solutions based on a mixture of HP EVA SANS and EMC storage
technology. The communications infrastructure is based on Cisco switches and routers.
A typical hosted schematic would look like this.
Cloud
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Cit
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Ac
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Br
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Client Components
Services
Storage Requirements
Filt
erin
g
User Profiles
Home Folders
File Shares
Citrix Server Farm
Client Components
MPLS
MS Office
Internet Explorer
HR & Payroll
Change Works Now
Concept Evolution
Business Intelligence
Active Directory Services
Anti-Virus Service
URL Filtering
Windows Software Update Service
Backup Schedules
System Monitoring
Network & Security Management
SQL Reporting Services
(Sharepoint)
SQL Server 2008
Application DB
HR & Payroll DB
Exchange
Mailboxes
Equiniti ICS provides the following support services:
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Server monitoring & administration
Data storage & backup
Data archiving
Email services & email archiving
Network Security
Disaster recovery
Provision of Data & Voice lines
User Help Desk & UAR administration
Equiniti ICS complies with ITIL standards for Service Level Support. As standard, Equiniti ICS
will appoint a Service Manager who will be responsible for managing and monitoring the
service provided. The Service Manager is responsible for reviewing the performance of the
service on a monthly basis to ensure that the service requirements are being met efficiently
by the Equiniti ICS team.
Reporting will cover: incident reporting, security breaches, requests for change, patches,
cycles of upgrades, hardware replacement, Microsoft service pack roll out, mail box size etc.
In addition to this a monthly report can be provided detailing the month’s activities. This will
provide the client with early performance indicators as to how the service is being utilised
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and how Equiniti ICS is performing against the stated SLA’s. This report will provide the
following summary information:
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1.3.
Open calls – status
Closed calls – root cause
Planned downtime
Requested downtime
Virus report
Backup and restore verification
Storage information
System alerts
Private Cloud Option
Equiniti ICS provide one implementation options for the on-line Sexual Health Service

The Private on-line service provides a dedicated Sexual Health system implementation
for a single organisation
All data will be held in data centres located in the UK.
1.4.
Additional Environments
Equiniti ICS provides a single "Live" on-line Inform environment as part of the standard
Cloud Service costing. Additional environments will also be provided for testing and training
purposes within the cost.
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2.
INFORMATION ASSURANCE
The Equiniti ICS Data Centre and associated hosting services are accredited to ISO/IEC
27001:2005. The ISO 27001 accreditation ensures Equiniti ICS maintains and continually
reviews all Security Management Systems and Plans and also carries out regular risk
assessments. The plans adhere to the security requirements for data classified at Business
Impact Level 2 as standard. Equiniti ICS hosted systems are subject to 2 external audits per
annum to maintain the ISO 27001 accreditation. Equiniti ICS will work with client appointed
auditors and network penetration testers if required however advance notice is required to
ensure these activities are scheduled.
Equiniti ICS follows best practice security policy through all our hosted services solutions,
using two different fully resilient firewalls implemented in a back to back configuration
offering a high degree of protection. The firewall configurations consist of perimeter
appliances configured as a high availability pair and the inner firewall is a clustered
configuration. All network traffic, inbound or outbound, passes through the firewalls which
are configured to allow only agreed addresses and protocols. The security of client systems
is ensured by using VLAN technology which separates groups of virtual servers into logical
networks and network traffic may only pass into or out of a VLAN if a specific firewall rule
allows.
A Web Application Firewall Appliance is deployed as an Application Delivery Platform,
terminating and proxying all client requests irrespective whether these come across an
MPLS, Internet or VPN connection. This device provides intelligent Load Balancing services
as well as essential security capabilities including SSL acceleration and offload, network
firewall services, Denial of Service protection, protocol security, cookie encryption, and
application attack filtering. This appliance offers multiple authentication mechanisms for
users connecting to the hosted services and is used to provide Single Sign-On if required.
Single-Sign-On (SSO) technologies exist to provide seamless authentication to VDI, web or
application servers once the identity of the user has been established. Because users enter
their credentials only once rather than for each application, user productivity improves and
there are fewer incidents of lost or forgotten credentials that result in costly support calls.
Once a user is successfully authenticated and using the services, their network traffic is
continually monitored using an Intrusion Detection System. The IDS deployed monitors all
traffic for vulnerabilities and exploits providing detection and prevention at the network
layer for application level attacks.
We provide protection against Malware from both a network standpoint via an Intrusion
Prevention System on the inner firewall cluster, application security exploit protection on
the perimeter load balancer as well as on all servers on the network utilising System Centre
Endpoint Protection 2012. This covers not only anti-virus but extends to cover spam,
phishing and functions as a host intrusion prevention product.
Equiniti ICS currently hosts services for a range of public and private sector clients including
some systems where data is marked as Restricted. We have been accredited to IL3 for some
client systems and can offer this to Private Cloud clients. The requirements for IL3 will
require individual discussion.
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3.
BUSINESS CONTINUITY
Equiniti ICS Cloud Services include backup and recovery procedures to ensure system
availability and data retention in the event of a system failure or disaster occurring. The
hosting service is provided from a main data centre and a backup DR facility located 6 miles
away.
Equipment utilised for the hosting infrastructure includes fault tolerant and high availability
options:
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Dual fans
Dual network cards linked to different switches
Dual power supplies
Dual port fibre channel cards to provide multiple fibre paths to the pair of HP EVA SANS
A minimum of RAID 1 for all disks
The database tier facilitates additional resilience by utilising the HP EVA SANs providing real
time replication services between the 2 datacentres. The EVA4000 Storage Array is a fully
redundant solution providing maximum uptime. By leveraging the high availability and fault
tolerant capabilities of the servers and storage components, the provisioning of standby
servers along with load balanced Citrix Servers; an extremely efficient and reliable
environment is achieved.
The network and security components are designed with both resilience and security in
mind. The datacentres are linked with multiple fibres and GB speed is available throughout
the hosting environment. The security of systems is ensured by using VLAN (Virtual Local
Area Network) technology which separates groups of servers into logical networks.
It is essential when offering a DR solution that the processes and procedures are tested
regularly. Equiniti ICS can carry out a trial run on an annual basis at a date and time agreed
with the customer, who is invited to execute its own DR test plans to confirm the integrity
and availability of the data.
Equiniti ICS continually invests in improving its infrastructure and managed service capability
and public sector offering and we carry out regular technology reviews to keep our systems
up to date.
Equiniti ICS can move the service from its main datacentre to the DR datacentre in the event
DR is invoked. This can be provided to ensure service is available again within 48 hours.
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4.
ON- & OFF-BOARDING
4.1.
On-boarding Process - Private Online Sexual Health Service
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4.2.
Off-boarding Process - Private Online Sexual Health Service
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4.3.
Clients complete standard registration/order form
Clients provide file containing service and user details for loading
Standard configuration is provided, normally with 5 working days
If configuration is required then a specification will be agreed along with costs and
implementation plan for this work
If dedicated communication links are required then specification will be agreed and
implementation plan provided
Clients must provide 1 months notice of termination and complete service termination
form
An exit plan will be agreed including data extract arrangements.
Data can be extracted in .CSV, .XML or .XLS format
Data volumes over 100GB will require individual extraction plan including agreement on
extract media
After contract termination, all live client data will be deleted. All customer specific
backup tapes will be destroyed. Client data may still be held on shared system backup
tapes. If clients require to have individual backup tapes and not be part of the shared
backup this must be notified at time of ordering. There is an additional charge for
providing individual backup services.
Standard Implementation Process
The standard implementation process is based on Prince2 Methodology. Prince2 defines project
initiation, implementation phases, cross-phase-processes, milestones, roles, and additional project
management processes.
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5.
PRICING
5.1.
Private Cloud Service Pricing
Setup £ 5,000 plus any dedicated communications setup charges applicable
Service Charge £ 2 per attendance
Minimum Implementation is 20,000 attendances per annum
Standard service charge covers up to 100GB data storage. Additional storage can be
provided at £ 20 per 100GB per month
5.2.
Volume Discounts
Volume discounts available for attendance numbers over 50,000 per annum. Price provided
on application.
5.3.
Data Extraction
Standard charge to provide data extract of volumes up to 100GB is £ 1,000 including media
cost. The extract will be provided using standard MS CRM routines to .CSV, .XML or .XLS
format.
Volumes over 100GB will require agreement on extract media and format and will be
individually costed.
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6.
SERVICE MANAGEMENT
6.1.
Introduction
Equiniti ICS provides Service Management arrangements based on ITIL principles, complying
with defined service levels covering support response times, defect resolution times,
maintenance updates, system upgrades, and change controls.
The customer will receive full maintenance for the overall solution which may include
software and database updates, fixes and support for any new functionality that has been
developed specifically for the customer.
The on-line CRM solution will be configured to meet an agreed functional requirements
specification. After the functional specification is agreed, the solution can only be modified
through a formal Change Control procedure. This ensures that ongoing development of the
system will be fully controlled.
We have a full complement of support staff to manage the systems and availability of the
Equiniti ICS Cloud Services, with the Availability Management team providing 24x7 cover for
our datacentre to manage incidents arising and alerts raised by the system management
tools. The system tools adopted allow the System Manager to monitor the performance and
availability of individual components of the system. Any alerts requiring escalation are
passed to technical experts in the appropriate areas.
The Equiniti ICS support service is both proactive and reactive, taking the lead on
preventative measures by utilising the latest analytical tools such as HP SIM and Advent
OpManager for critical components such as the servers and network switches. OpManager
is a powerful fault and performance management tool for the network, which performs
system health checks and trigger alerts in the event of an error occurring or systems
operating outside of predetermined thresholds. The tool provides warnings and threshold
exceptions for a wide range of issues such as environmental conditions, hard drive SMART
warnings, and other predictive errors as well as actual failures.
6.2.
Constraints
6.2.1. Maintenance Windows
Equiniti ICS will perform updates on a pre-published schedule, normally outside of standard
working hours. Customers will be given at least two weeks notice where possible of
scheduled maintenance tasks.
6.2.2. Permitted Customisation
Equiniti ICS can provide customisation services for the Inform application. These services are
subject to additional charges based on the published rate card.
The on-line Inform solution will be configured to meet an agreed functional requirements
specification with each customer. After the functional specification is agreed, the solution
can only be modified through a formal Change Control procedure. This ensures that ongoing
development of the system will be fully controlled.
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6.3.
Service Levels
6.3.1. Performance
Response time for accessing screens of the Inform system should be within 5 seconds (at a
minimum) 99% of the time
Response time for simple searches for information and displaying results within the system
should be within 5 seconds 95% of the time
Response times exclude network latency
6.3.2. Availability
Standard system availability of the Online service is 99.5%.
6.3.3. Support Service
6.3.3.1. Support – Summary
Equiniti ICS proves a single contact point for all problems including advice on all aspects of
the solution be it on the hardware or software side. This is provided through a Help Desk
that is available as a standard service for sexual health services from 08:00 to 20:00,
Monday to Friday excluding Bank Holidays and 09:00 to 17:30 on Saturdays. Additional
support, including extended cover for weekends, evenings, bank/public holidays, and 24x7
‘on call’ support, can be arranged on a short- or long-term basis if necessary and we would
be pleased to discuss this further with customers.
Response times vary according to Service Level Agreements (to be formally agreed with
Confidential on award of contract); our standard response time for a medium priority call is
4 hours. Exact levels of support/response times need to be agreed with the customer and
we welcome further discussion on this.
Customers must provide a Service Manager as a single liaison point for co-ordination of
support issues.
6.3.3.2. Call Logging
The primary means of logging all calls, incidents and queries is via the Equiniti ICS Call
Service Desk using the following e-mail address: ISDSupport@Equiniti-ICS.com.
The secondary means of contact to the Equiniti ICS Service Desk is via the following
telephone number: 028 9045 4166. Calls may also be logged on the Equiniti ICS Call
Handling web interface via the following web link:
https://www.isd.equiniti-ics.com/isdsupport
Support and maintenance calls are recorded by support receptionists allocated to a Service
Desk. The Service Desk will record all support calls on the Call Monitor system detailing:
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Date and Time of Call Receipt
Client Code and Contact
Nature of Call
Call Priority
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The Call Monitor system assigns a Call ID (a unique reference number) to the call, and the
Service Desk will inform the caller of this number. The call details are then passed to the
most appropriate functional/technical person to be resolved, and the progress of the
support call monitored with the assistance of the Call Monitor application to ensure a
prompt follow-up. The technician will progress the call through to resolution and will involve
other support resources, including 3rd party organisations, as appropriate. Calls will only be
closed when the client is content that the call has been resolved to its satisfaction.
The client has the right to escalate calls of particular urgency; escalation procedures exist to
ensure that all required resources are assigned to a critical problem.
6.3.3.3. Response Times
Standard Equiniti ICS support and maintenance agreements provide guaranteed
acknowledgement and targeted resolution of issues within the agreed service level. See
below for the standard SLA.
Priority
Response
Time
Incident Description
Target Fix Time
1 - Critical
1 hr
Critical business impact – for example:
Within 1 Working
Day
(with a
workaround within
4 hours)

2 - High
2 hours
Major business impact – for example:

3 - Medium
4 hours
8 hours
An important component of the
System is unavailable
Medium business impact – for
example:

4 - Low
Entire System is unavailable e.g.
client unable to access the online
CRM system
A component of the System is
subject to fault but a workaround
exists
Minor business impact including:

functionality problems of a
cosmetic nature; or

Request for advice or guidance.
Within 2 Working
Days
*Fixed for Release
within 10 working
Days
As agreed
6.3.3.4. Problem Management
If, in the resolution of any incident, an underlying issue is detected that may lead to further
re-occurrences of the same incident, Equiniti ICS may record a ‘problem’ call that will be
progressed and monitored as any other call in the system. The client will be kept informed
of such calls.
6.3.4. Service Credits
The standard Online service does not include provision of service credits for failure to meet
the standard service levels. An enhanced service including service credit provision can be
provided at additional cost, tailored to specific customer requirements
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7.
TRAINING
Training is tailored to each individual organisation requirements. It is charged on a daily rate
basis as per SFIA table.
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8.
ORDERING & INVOICING PROCESS
8.1.
Ordering Process
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8.2.
Clients must complete standard registration/order form, provided on-line, this includes:
o Client Details
o Online Service Name (by default the Client name)
o Number of Users Required
o Additional storage required (if applicable)
o Specification of Customisations Required (If applicable)
o Specification of any specific communications requirements
Equiniti ICS will provide order confirmation form including detailed cost breakdown
Customer must confirm acceptance of order confirmation and associated terms and
conditions
Invoicing Process
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Clients will be invoiced on a monthly basis
Payment must be made within 30 days using bank transfer to the Equiniti ICS banking
details provided
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9.
TERMINATION TERMS
9.1.
By Consumers
Consumers must give one months notice of termination
9.2.
By the Supplier
Equiniti ICS will provide 1 years notice of a Cloud Service being withdrawn
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10.
CONSUMER RESPONSIBILITIES
10.1. General Obligations
The Consumer shall be responsible for providing all agreed information and data to enable
Equiniti ICS to perform its obligations under this Agreement.
The Consumer shall provide Equiniti ICS with reasonable access to appropriate members of
the Consumer’s staff, as may reasonably be required, after reasonable notice having been
given by Equiniti ICS, so that Equiniti ICS can discharge its obligations under this Agreement.
The Consumer shall provide suitably qualified staff to fulfil the Consumer’s roles and duties
under this Agreement.
The Consumer shall comply with any obligations placed on it in the Security Policy.
10.2. Consumer's Information
The Consumer shall respond and/or provide such documentation, data and/or other
information that is within its immediate control, that Equiniti ICS reasonably requests that is
necessary for the Equiniti ICS’s performance of its obligations under this Agreement.
The Consumer shall, throughout the Term, provide to Equiniti ICS timely notification of
Consumer policy and/or regulation changes which impact on the provision of the Services.
10.3. Implementation
The Consumer shall make best endeavours to perform those obligations specified in any
agreed implementation plan.
10.4. Training
The Consumer shall ensure that all staff using the service are given appropriate training.
10.5. Service Desk Support
The Consumer shall provide a Helpdesk which shall:
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be available to all Consumer staff to report queries, incidents and problems with the
Service. If the Consumer's Helpdesk is unable to resolve these, it will report them to
Equiniti ICS’s Service Desk for attention or resolution.
provide assistance and guidance on the use of the Services to Consumer staff.
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11.
TECHNICAL REQUIREMENTS
11.1. Specification of machines accessing the on-line Inform
As a guide the system will typically be able to be used on standard computer hardware available for
the past five years.
As the system will be accessed via a web-browser, no Inform software needs to be installed, allowing
users of standard operating systems such as Windows to access the system, as long as they have an
Internet connection (via N3) and a supported web browser.
The browsers officially supported are:
 Internet Explorer 7 and above (64-bit)
11.2. Bandwidth Requirements
As with any browser based system, the greater the bandwidth that the end user has available the
faster their connection will be to the hosted server side application. The time required to
upload/download data will be dependent on the data size and the speed of the internet connection.
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12.
TRIAL SERVICE
There is no trial service available for this system
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