Services Description

GPSoC Service Name / Software Support for Docman extensions
GPSoC Service ID / INPS L2.17.01
Functionality/Service Overview / INPS offers support for extensions to Docman I workflow and EDT which provide functionality in addition to that provided in the principal clinical system
Support / Standard Service Performance & Support:
INPS has mature processes in place for the management and resolution of incidents and problems. The team includes call handlers, 1st line analysts, 2nd line analysts, and problem management.
Specialist technical skillsets are established within these hierarchical escalation tiers to facilitate effective resolution.
The support provided for this solutions is 1st line support only.
End users can contact the Helpline by a variety of means including, telephone, email and internet. When calling, users have the choice of either speaking to a call handler for swift logging of their issue if they wish to be contacted back or, to go through directly to an experienced analyst who will endeavour to resolve their issue at the first point of contact.
If we cannot resolve the issue we will pass to the second line support team – in this instance it will be the third party supplier. INPS will still track/monitor and communicate with the customer while the call is being handled by second line (third party supplier).
The Helpline handles in excess of 14000 tickets on a monthly basis, UK-wide, including all incidents and service requests and servicing the requirements of a number of key service contracts with NHS bodies across the UK.
Availability Standard:
Incident Fix Times Standard: /
Software support
Level / Description / Example
Severity 3 / The Fault is causing severe difficulties for the running of the system but a workaround is possible OR the Fault is causing severe disruption for a particular user of the system / A single user is not able to login to Vision software
Severity 4 / Minor problems for practice\user. Problems of a cosmetic nature. / Minor functionality is not performing how it should but does not have a major impact on running of the practice.
Severity 5 / Training and Other Queries / Advice on the functioning of the system.
Level / Maximum Fix Time
Severity 3 / 48 hours
Severity 4 / 72 Hours
Severity 5 / 216 Hours
Helpdesk Standard: / Office hours 7am to 7pm
Office Hours 7am to 7pm Monday to Friday.
7am to 1pm Saturdays
Excludes Christmas Day/Boxing Day/New Year’s Day
Dependencies / Detail all dependencies on 3rd parties (e.g. Call Off Ordering Party, Practices, other supplier) relating to the provision and/or receipt of the product or service
Infrastructure dependencies
None
Service dependencies
EDT/Iworkflow needs to be purchased by practice
Local Personnel dependencies
None

Pricing Information

Pricing Approach / Standard Price (£’s)
Docman EDT
£164 / Unit Price (£’s);
Charging Unit (e.g. per practice, per device, per patient etc);
Per practice
Service Period (e.g.one-off charge, per month, per quarter ,per annum etc.)
Per annum
Where alternative prices are available for variant levels of service, these must be elaborated below. These variant services must be consistent with those identified within Annex A of Schedule 4.1 (Supplier Solution).
Description of Variant Service (as elaborated in Annex A of Schedule 4.1 (Supplier Solution) / Price of Variant Service
Docman Branch
£122 / Per branch per annum
DocmaniWorkflow
£219 / Per practice per annum
Integrations with Principal Clinical System Providers / Where there is a current or proposed integration with a Principal Clinical System Provider, details should be provided of any price differences that apply for:
Compliant / non-compliant Lot 1 integrations or variations; and
Price Variations that are dependent on the identity of the Principal Clinical System Provider
None
Invoicing Terms / Invoice frequency (e.g. monthly, quarterly, annually)
Quarterly
Invoice delivery period (e.g. 5 working days after end on month; 15th of month following service period etc.)
End of the month following service period
Other invoicing terms:
NOTE: All services must be invoiced in arrears; no advance payments will be permitted
Payment Terms / Due date for payment (e.g. 30 days after receipt of invoice)
30 days after receipt of invoice
Details of any early payment discounts
None
Any other payment terms
None
Discounts / Details of any volume discounts, including details of the volume bands and the discounted price applying to each discount band
Details of any multiple service discounts, including the service combinations that qualify for a discount and the discounted prices applying to each combination
None
Details of other available discounts. e.g.to different customer types(e.g. large/small; new/existing), by geographical area, by sector
None
Dependencies / Detail all dependencies on 3rd parties (e.g. Call Off Ordering Party, Practice, other supplier) relating to the provision of the product or service
Infrastructure dependencies (networks, hardware, software etc.)
Full co-operation from practice, healthcare agency or purchasing authority and their agents and representatives.
Service dependencies
Remote access to practice Servers and workstations.
Implementation of Centrastage automated updated systems at practice.
Local Personnel dependencies
Declaration of laptops in use and configuration by INPS to ensure regular connection to the software updates service
Related Products or Services / Where multiple products and services are offered that have some form of interdependency e.g. one product or service needs to be first in place before this one can be provided or vice-versa then this should be identified here;
None
Related products or services that can be provided at a lower price consequent to this product or service being in place
None
Related products or services that need to be in place to enable this Product or Service or to allow this Product or Service to be delivered more efficiently
Local training to be provided by the healthcare agency where applicable
Resource Based Pricing / Where charges contain an element of charging for staff time (e.g. training, consultancy services or bespoke activity) then such charges should be referenced to the SFIA day rates contained within Annex B of this Schedule together with any non-staff components contained within the charge (e.g. training materials, room hire etc.)
None
Other pricing information / Deployment arrangements: costs, duration and activities associated with the deployment of this product or service
None
Exit arrangements: costs, duration and activities associated with the termination of the supply of this product or service
None
Other