PATCHWORK Software as a Service Service definition
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1. alternatively browse filtered A Z lists Additional functionality includes the ability through the software to send notification emails anonymised with respect to clients to users and the ability for a user to flag that they are paying increased attention to any given client This flag raises an alert to all practitioners working with that client Users can be vetted as part of the invitation process to ensure only appropriate people have access to the system This and 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 A separate module for clients to view the practitioners connected to their profile My Patchwork is available as an option for customers to implement This allows clients to Patchwork SaaS G Cloud 6 Service Definition V2 0 securely login to a distinct web tool and view basic details about the agencies and individual practitioners who have connected to their profile on Patchwork FutureGov s experience gained in co design and development with a number of Local Authority and other relevant partners and contributors makes clear that implementation of this software is best undertaken as part of a fully mapped out change management programme This is in order to realise the fullest benefits in facilitating collaboration and communication in a complex multi agen2. above those Included in the Baseline Hosting Service charges will be invoiced monthly in arrears Where customers engage additional support and consultancy the order to be confirmed in writing payment schedule to be agreed according to the type and volume of work contracted See also our standard G Cloud Terms and Conditions and On boarding and Off boarding processes CUSTOMER RESPONSIBILITIES In addition to responsibilities detailed and referred to elsewhere in this document FutureGov expects the following from clients using the Patchwork software e They only use Patchwork for the purpose for which it was intended within their organisation or in agreement with appropriate third parties e They ensure their computer environment is free of viruses at all times and do not introduce malware into the system e They follow all appropriate data security and data access requirements set out by their organisation when using Patchwork including appropriate levels of password security e Best efforts from Customers their staff and agents 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 TECHNICAL REQUIREMENTS Other than any other Memset Service Definitions for component sub services procured by the customer as part of this service there is minimal technical intervention required from the client side to s
3. can work closely with you to implement Patchwork With a background in local government we believe in delivering Patchwork in genuine partnership with councils and local organisations Our approach is flexible and we adapt it to suit your organisation s needs A Patchwork project usually consists of four elements Defining your needs Initially we will work with you to understand how Patchwork fits into your overall strategy and to plan implementation Factors like which partner agencies to involve when the numbers of practitioners and families current ways of working existing technology used data sharing practices information governance all affect how we implement Patchwork 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 Patchwork app Go Live of the app is at the heart of our offer and we will work to the plan defined in the first stage to switch on the app at the right time for the right groups of practitioners Unlike other software Patchwork relies on practitioners to spread the word and invite colleagues to cases so providing the appropriate policies and training have been undertaken we can get to Go Live reasonably quickly within 6 months from agreeing a proposal Bespoke change programme We use our change management expertise to support the implementation of Patchwork Working with you we offer engagement and communications s
4. All contemporaneously held end user entered data bar passwords can be exported to CSV format files and provided to clients via secure encrypted file transfer inclusive of technical description of the data structure This can be done once at no additional cost within a maximum of 20 working days our aim is 5 working days of notification of request to support patchworkhg com or in sync with termination of contract whichever is the later Patchwork SaaS G Cloud 6 Service Definition V2 0 There will be an on cost for appropriately secure Courier delivery of the loaded media to the customer s nominated premises Supplier held copies of the data in all formats and storage media will be purged and destroyed in accordance with prevailing standards for IL2 on receipt of written confirmation of safe receipt of extracted data Extracted data can be encrypted on request to an agreed standard and method Quotes for a more sophisticated extraction process will be supplied on request Leaving Patchwork A client can request to leave Patchwork at any point during their usage of the software in line with the termination terms below by notifying FutureGov in writing by email at support patchworkhq com See also Data Extraction and Removal TERMINATION TERMS By customers A Patchwork SaaS service shall commence on the agreed Effective Date and shall continue for the Contracted Term but shall be subject to earlier termination as referen
5. PATCHWORK Software as a Service Service definition Patchwork SaaS G Cloud 6 Service Definition V2 0 FUTUREGOV 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 Working with us About FutureGov Patchwork SaaS G Cloud 6 Service Definition V2 0 OVERVIEW What is Patchwork Developed together with practitioners Patchwork is a simple secure web tool that connects professionals working with vulnerable people across many agencies It allows front line practitioners from different organisations to quickly and simply access the contact details of others working with their clients In doing so it helps professionals to uncover the hidden network of practitioners around their clients supporting frontline staff to connect and provide more joined up services FutureGov have implemented Patchwork in a number of councils across the UK as well as in multiple states in Australia Patchwork has been used to support practitioners working with children as well as those supporting vulnerable adults and families with complex needs The service incl
6. ating the receiving Patchwork hosting platform and secure transfer of data and user accounts and other administrative work value and volume subject to individual customer circumstance ON BOARDING AND OFF BOARDING PROCESS Joining Patchwork The Patchwork software supports and facilitates the wider Patchwork organisational change and development process As such this Joining process is comprehensively supported by further discussion with clients 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 work place access to the appropriate URL The software is provided at a sub domain of patchworkhq com by default and has a standard colour scheme and design A list of agents and any client side administrators can be imported into Patchwork by FutureGov as part of either the set up or on going support processes However the emphasis of the system is on agents inviting each other into the system registering themselves and others As Patchwork 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 clients on a bespoke basis if required FutureGov will manage the on boarding and off boarding processes associated with the Memset sub services DATA EXTRACTION AND REMOVAL
7. ced within the Termination Consequence of Termination section of our standard G Cloud terms and conditions Hosting Services may be terminated in line with the procedures terms and conditions detailed with the relevant Memset services procured as sub services to this service By the Supplier removal of the G Cloud Service A Patchwork SaaS service 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 the given instance causes a security risk to the service or the community as a whole This is whether through technical administrative operational or any other aspect and as referenced within the Termination Consequence of Termination section of our standard G Cloud term and conditions PRICING Per instance of Patchwork SaaS p a except where otherwise stated Ist year 40 000 which includes unlimited user access to the software the Baseline Hosting Service Pan Government Accreditation documentation and continued compliance use of the Patchwork Service Desk including s w maintenance and bug fixes 35 days Support and Consultancy services as set out in Non technical Support and Consultancy Services e training documentation and support media Patchwork SaaS G Cloud 6 Service Definition V2 0 e all software updates delivered within the Contracted Term with appropriately updated documentation Subsequent years 20 000 which include
8. cy environment aimed at delivering improved safeguarding and outcomes for clients and increased efficiency for involved organisations Our sub contracted hosting provider who is accredited to L2 provides all hosting services for the software Memset are our current partner This Baseline service can be supplemented as detailed under Pricing below FutureGov as Prime Contractor will manage these services incorporating the individual on boarding processes associated with each Memset delivered sub service into our overall on boarding process FutureGov will undertake the second line service desk role including managing all service calls necessarily handled by our sub contractors Our on boarding process will define to what extent FutureGov and or Customer s internal IT services undertake the role of first line service desk and will seek to develop self support capabilities across the end user population in order to minimise the need to call on the Service Desk The Service Definitions of the sub contracted Memset services will be valid unless explicitly amended or contradicted in this Service Definition or our standard G Cloud Terms and Conditions All other services are provided by FutureGov INFORMATION ASSURANCE This service will be delivered at IL2 At IL2 the service will be delivered from a pre accredited infrastructure and shall be connected to via an appropriate Government network or the Internet For clarity connectivity ser
9. ge of Non technical Support and Consultancy Services see below TRAINING Included in the unit cost is a basic training package which will comprise training documentation including a user manual and video walk through of the tool If there are major changes to existing features of 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 documentation In addition FutureGov will provide a one off training the trainers session for those leading implementation on the client side See Additional Non Technical Support and Consultancy Services below if additional training Is required ORDERING AND INVOICE PROCESS To discuss Patchwork SaaS s suitability for your requirements or to place an order if you re already convinced please e mail FutureGov s Patchwork Team by emailing Patchwork SaaS G Cloud 6 Service Definition V2 0 dom wearefuturegov com in the first instance A formal order can be placed by Order Form and as detailed in FutureGov s terms and conditions We expect payment of 50 of the Patchwork SaaS first year unit price total of 40 000 VAT on initiation of the contract followed by the remaining 50 on go live In subsequent years we ask for full 20 000 VAT payment of the Patchwork SaaS unit price on renewal of the contract Additional Hosting Costs Where customers request hosting resources over and
10. om Upon receipt each Patchwork SaaS G Cloud 6 Service Definition V2 0 support ticket will be triaged and passed to a relevant member of the Patchwork team or appropriate sub contractor for resolution Urgent support enquiries those within FutureGov s control that prevent usage of the Patchwork 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 Patchwork team Non urgent support enquiries those within FutureGov s control that do not prevent usage of the Patchwork software will be responded to within 48 hours and where appropriate entered into the Patchwork support ticket system and scheduled for resolution on the next available support opportunity 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 Hosting Service Levels FutureGov will manage service calls to our hosting sub contractor via the Patchwork Service Desk All other Service Levels To be agreed as informed by the outcomes of the first stage of Non technical Support and Consultancy Services see below Hosting Service Levels FutureGov will manage recompense from our hosting sub contractor via our standard invoicing process All other Service Levels To be agreed as informed by the outcomes of the first sta
11. s unlimited user access to the software the Baseline Hosting Service continued Pan Government Accreditation compliance use of the Patchwork Service Desk including s w maintenance and bug fixes all software updates delivered within the Contracted Term with appropriately updated documentation Patchwork SaaS Baseline Hosting Service The Baseline hosting configuration for this service will be e One Virtual Machine in IL2 accredited environment o CPU 2 x Dual Core 800MHz o RAM 4GB o DISK 100GB e Back up 100GB e Single Data Centre Off Boarding Charges See Leaving Patchwork Termination Terms and Data Extraction and Removal SERVICE CONSTRAINTS While FutureGov is happy to consider requests for cosmetic customisation of Patchwork there is no automatic provision of capability to customise the software beyond the following parameters e provision of client personalised sub domain at patchworkhq com for deployment of the software There are no plans to depreciate any features of the Patchwork software at this stage SERVICE LEVELS AND SERVICE MANAGEMENT Patchwork Service Desk Service Levels FutureGov provides support and management for the Patchwork SaaS service 9 00am to 18 00pm Monday to Friday excluding holidays Technical Support ts limited to issues within the Data Centre s connection to the Internet or other connected and proffered network connection Support can be requested by emailing support patchworkhg c
12. shared sense of purpose We look forward to designing the next phase of Patchwork with you and your practitioners ABOUT FUTUREGOV FutureGov makes public services better and cheaper through elegantly designed cloud based digital products and services Over the past 6 years FutureGov has worked with over 60 clients in the UK 2 state governments and over 20 councils in Australia and on multiple service design projects for the United Nations Development Programme around the world We draw on our skills in design technology and change 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 Camden Please get in touch at hello patchworkhg com or patchworkhq on Twitter Patchwork SaaS G Cloud 6 Service Definition V2 0
13. tart using the software Typically the only requirements are ensuring availability of a supported browser and work place access to the appropriate URL Bandwidth usage while dependent on end user numbers and individual activity levels is minimal per interaction with the hosted service Patchwork is supported on the following web browser OS combinations e Firefox 13 on Windows Linux and OSX fully supported Patchwork SaaS G Cloud 6 Service Definition V2 0 Chrome 20 on Windows Linux and OSX 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 as of November 2014 support to be phased out Spring 2015 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 Patchwork software it is not recommended to run a short term software only project using Patchwork 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 There is a free to use demonstration version of
14. the software available at www demo patchworkhg com Contact demo patchworkhg com For details of how to log in to the system SERVICE ROADMAP FutureGov maintains a comprehensive roadmap for the Patchwork at all times This is a living document that is integrated into our agile software development process and so is under continual review FutureGov will be happy to discuss the most up to date roadmap for Patchwork in more detail with interested parties by emailing dom wearefuturegov com Depreciation schedule Currently Patchwork is in version of the software and thus there are no plans to depreciate any of its features or functionality at this point As Patchwork is designed in collaboration with frontline practitioners 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 Software updates will be applied to all customer instances in a managed process including agreed period of notification of update OPEN SOURCE SOFTWARE Patchwork uses the following open source software packages in its codebase e Ruby on Rails e Open Source Libraries list available on request The Patchwork software is not itself released as open source code Patchwork SaaS G Cloud 6 Service Definition V2 0 NON TECHNICAL SUPPORT AND CONSULTANCY SERVICES We are experienced in managing change in complex environments and
15. udes Patchwork the application and a bespoke change programme delivered by FutureGov which drives a more coordinated support for clients Functionally the Patchwork software allows system users practitioners to register a profile for themselves and then connect to the profiles of clients they are involved with Clients can be added into the system manually by users or imported directly by system administrators Users working with a given client can then invite existing or new users to record that they are also working with the same client In this manner a picture is built up of which practitioners are currently working with which clients This picture and the profile information it contains allows practitioners to connect with each other and work together more effectively either face to face or by any other communications channel as appropriate Users can also build a picture of which clients are in each other s circles e g have a familial or other close relationship with by linking them and showing them in the same circle thereby providing a fuller contact list for themselves and other users working with the same client s of professionals working in the same circle Through Patchwork users also have access to a comprehensive local phone directory containing contact details for all of the partner agencies and practitioners who have signed up to the system Users can either search for practitioners and agencies by keywords or
16. upport to increase practitioners take up of the tool Our experience so far has shown that organisations require some additional capacity at the beginning of the launch to really drive the adoption of Patchwork Over and above the baseline product FutureGov can provide some additional consultancy to build momentum in the project and ensure a rapid adoption of the tool This can include but is not exhaustive Communication and events to promote Patchwork Impact evaluation On going project management Total cost analysis Business Process Mapping Redesign Culture Change Activities Knowledge Transfer Training Strategy Plan and Delivery Expertise in Information Governance Patchwork SaaS G Cloud 6 Service Definition V2 0 Ongoing support We offer ongoing technical support updates and fixes user manuals and guides as well as community management with practitioners We regularly gather their feedback to inform the development of the tool making sure Patchwork remains useful and delightful for practitioners to use WORKING WITH US If you re looking at how to better connect the network of professionals working with vulnerable residents contact us for a chat about how and where Patchwork can help Patchwork can be used in any multi agency context and we re keen to work with any authority that wants a different kind of relationship with their supplier and is willing to enter into a partnership in which there is openness and a
17. vices are outside the scope of this service and are the responsibility of the Customer to provision and maintain It shall be the responsibility of the Client FutureGov our sub contractors and the accreditor to ensure that code of connection compliance Is adhered to FutureGov and Memset shall have the right to disable or remove services or individual user access rights where it can be proven that the given instance causes a security risk to the service or the community as a whole whether through technical administrative operational or any other aspect Data associated with a disabled or removed service will be made available to the data owner as per the Termination term below DATA BACKUP AND RESTORATION The Baseline service includes back up to disk for the first 10OGB of persistent storage as delivered by Memset s Secure Backup and is identical in content and cost Detailed Patchwork SaaS G Cloud 6 Service Definition V2 0 scope will be defined during the initiation of that service SERVICE MIGRATION Patchwork is a unique service hence migration of the functionality it delivers is not possible Migration of the software to other hosting services is possible on an ad hoc basis by negotiation with FutureGov There will be no cost to leave the Patchwork SaaS service beyond minimum hosting service costs periods set out elsewhere value dependent on options taken up There will almost certainly be some cost associated with initi
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