PHONEHUB IO LTD

Echo Translation Matrix

Echo Translation Matrix is a secure purpose-built interpreting and transcription system to enhance face to face communication between individuals without a common language.

Developed to meet the needs of prisons housing foreign nationals, it listens and translates into a language understood by the user, facilitating communication in any environment.

Features

• Turn spoken language into written English.
• Instant transcription of recordings and near real-time translation.
• Learns from every interaction.
• Trusted translation, with quality review portal and rich management information.
• Can learn accents, dialects, and slang.
• Targets languages commonly spoken in prisons and custodial environments.
• Designed for fast conversational language.
• Produce written transcripts in native language or English.
• Privacy and control options.
• Turn spoken English back into the user's language.

Benefits

• Alleviate resident stress and de-escalate tensions through improved communication.
• Reduce social isolation that might otherwise lead to self-harm
• Cost effective and Instantly available, no need for prior appointment.
• Enhanced decency and support for foreign national prisoners.
• Increases productivity by making communication quicker.
• Fast and informal interpretation ideally suits conversational translation.
• Remove dependency on other prisoners for translation.
• Improve safety through better understanding and effective communication.
• Avoid cumbersome three way interpreted conversations.
• Avoid interpreters censoring difficult topics or altering what was said

• Free trial available

Service documents

• Pricing document

  PDF

• Service definition document

  PDF

• Terms and conditions

  PDF

Request an accessible format

If you use assistive technology (such as a screen reader) and need versions of these documents in a more accessible format, email the supplier at info@phonehub.io. Tell them what format you need. It will help if you say what assistive technology you use.

Framework

G-Cloud 15

Service ID

337553481291389

Contact

Alex Redston
01603340589
info@phonehub.io

About your service

• Service categories:

  Application Development and Deployment

  AI platforms

  AI software services

  • Conversational AI Software Services
  • Document AI Software Services
  • Anomaly Detection AI Software Services
  • Personalize AI Software Services
• Multi cloud support: Yes

Service scope

• Software add-on or extension: No
• Cloud deployment model:
  • Public cloud
  • Private cloud
  • Hybrid cloud
• Service constraints: None
• System requirements: Microsoft Edge Browser

User support

• Email or online ticketing support: Yes
• Support response times: During normal business hours we aim to respond within 2 hours.
• User can manage status and priority of support tickets: No
• Phone support: Yes
• Phone support availability: 9 to 5 (UK time), 7 days a week
• Web chat support: No
• Onsite support: Yes
• Support levels: We provide support for both prison staff by email and telephone call with remote access via VPN for technical support staff where required.; All prisons have a direct named contact who can be reached 24/7, 7 days of the week.; ; Phone and email support goes directly to both technical and customer service team. All queries responded to rapidly, typically within 2 hours. Technical support available within similar timeframes.
• Support available to third parties: Yes

Onboarding and offboarding

• Getting started: Onsite installation and training is provided for staff and management. Detailed documentation is included for reference, including training videos. Documentation and instruction materials are provided for end users, including video guides.
• Service documentation: Yes
• Documentation formats:
  • HTML
  • PDF
• End-of-contract data extraction: Users can extract all required data, including reports and usage stats, directly from the management portal. Data can be downloaded in standard formats suitable for secure storage or transfer.; ; If additional assistance is required at the end of the contract, we will support staff in completing data extraction and confirming that all necessary information has been retrieved.; ; After the contract ends, data is retained or deleted in line with contractual and statutory requirements. At the customer’s request, we can provide confirmation of deletion once retention periods have been met.; ; These extraction capabilities are included within the service; optional bespoke exports outside the standard portal tools can be provided at additional cost if required.
• End-of-contract process: We will provide reasonable handover assistance where specified in the contract, including knowledge transfer and access management support. All customer data will be returned or securely deleted in accordance with contractual and statutory requirements.; ; These activities are included in the contract price, and there are no additional costs associated with contract termination unless the buyer requests optional services outside the agreed scope.
• Documentation accessibility standard: None or don’t know
• How the documentation is accessible: We take on board the core principles of WCAG 2.2 when designing all documentation, to ensure that our materials are perceivable, operable, understandable, and robust wherever possible. We try to ensure that all information and instructions are clear and navigation methods should be easy to understand and use. Where training videos are used, captions are generated.

Using the service

• Web browser interface: Yes
• Supported browsers:
  • Microsoft Edge
  • Chrome
• Application to install: No
• Designed for use on mobile devices: No
• Service interface: Yes
• User support accessibility: None or don’t know
• Description of service interface: The service interface allows access to feedback on the use of the service and management information. Run reports such as the language spoken report to identify user with specific language needs.
• Accessibility standards: None or don’t know
• Description of accessibility: Our service interface has been built using the gov.uk design system. We took this decision to build on the gov.uk Design System's accessibility compliance.
• Accessibility testing: None
• API: Yes
• What users can and can't do using the API: Users are able to transcribe and translate audio content
• API documentation: Yes
• API documentation formats:
  • HTML
  • PDF
• API sandbox or test environment: Yes
• Customisation available: Yes
• Description of customisation: The service can be customised at a jurisdiction level, individual establishment level or for an individual prisoner. Customisation can include service parameters, AI model selection, interactive behaviour, end user device integration, custom network configuration, booking systems, user management and general service portal operation API integration including Open ID connect or O-Auth or service user information may also be customised. All customisations are managed through regular service review meetings. Restrictions can be managed by prison staff with the appropriate role. Customisations are made by our in-house, full-time development team and we will consider all suggestions made by customers.

Scaling

• Independence of resources: Our service runs on Kubernetes in Google Cloud. Each product environment has its own cluster and project, which keeps workloads separate and avoids customers affecting each other. We set resource limits on each cluster so that no single process can use all the CPU or memory. If demand increases, we can scale the cluster to add more capacity, so one customer’s usage doesn’t impact anyone else.

Analytics

• Service usage metrics: Yes
• Metrics types: We provide a range of metrics to help establishments monitor service usage and performance. These include spoken language detected, user feedback ratings, usage patterns over time, usage by establishment, and activity by individual users.
• Reporting types:
  • API access
  • Real-time dashboards
  • Regular reports
  • Reports on request
• Resource tagging: Yes
• FOCUS resource tagging: No

Resellers

• Supplier type: Not a reseller

Staff security

• Staff security clearance: Conforms to BS7858:2019
• Government security clearance: Security Clearance (SC)

Asset protection

• Knowledge of data storage and processing locations: Yes
• Data storage and processing locations: United Kingdom
• User control over data storage and processing locations: Yes
• Datacentre security standards: Managed by a third party
• Penetration testing frequency: At least once a year
• Penetration testing approach: ‘IT Health Check’ performed by a CHECK service provider
• Protecting data at rest:
  • Physical access control, complying with CSA CCM v4.0
  • Physical access control, complying with SSAE-18 / ISAE 3402
  • Encryption of all physical media
  • Scale, obfuscating techniques, or data storage sharding
• Data sanitisation process: Yes
• Equipment disposal approach: Complying with a recognised standard, for example CSA CCM v4.0, CAS (Sanitisation) or ISO/IEC 27001
• Data sanitisation type: Deleted data can’t be directly accessed / Cryptographic Erasure

Data importing and exporting

• Data export approach: To export data, a user should login to the management portal, navigate to the management information screen, select any relevant filters to chose the desired data range, and press download. Access to this function is based on role based access control.
• Data export formats: CSV
• Data import formats: CSV

Data-in-transit protection

• Data protection between buyer and supplier networks:
  • Private network or public sector network
  • TLS (version 1.2 or above)
  • IPsec or TLS VPN gateway
• Data protection within supplier network:
  • TLS (version 1.2 or above)
  • IPsec or TLS VPN gateway

Availability and resilience

• Guaranteed availability: Services are available 24/7, 365 days with guaranteed SLA of 99.9% of availability.
• Approach to resilience: Information available upon request.
• Outage reporting: Email alerts and the user dashboard where applicable.

Identity and authentication

• User authentication needed: Yes
• User authentication:
  • Limited access network (for example PSN)
  • Dedicated link (for example VPN)
• Access restrictions in management interfaces and support channels: Two-factor authentication required to access management interfaces and support interfaces. Access is restricted using Role Based Access Control to approved user accounts, VLAN on the network and access to the network interface. Routing restrictions are in place with registered MAC addresses and access to the routers is restricted to admin's only. VPN's are in place to ensure the data is secure during transit.
• Access restriction testing frequency: At least once a year
• Management access authentication:
  • Multi-Factor Authentication (MFA)
  • Public key authentication (including by TLS client certificate)
  • Identity federation with existing provider (for example Google Apps)
  • Limited access network (for example PSN)
  • Dedicated link (for example VPN)
  • Username or password

Audit information for users

• Access to user activity audit information: Users have access to real-time audit information
• How long user audit data is stored for: User-defined
• Access to supplier activity audit information: Users have access to real-time audit information
• How long supplier audit data is stored for: User-defined
• How long system logs are stored for: User-defined

Security governance

• Named board-level person responsible for service security: Yes
• Security governance certified: Yes
• Security governance standards: ISO/IEC 27001
• Information security policies and processes: We follow security processes as documented in our Information Security Management System (ISMS) Policy Manual, based on ISO27001 standards.
• Software Security Code of Practice: Yes

Operational security

• Configuration and change management standard: Complies with a recognised standard, for example CSA CCM v4.0 or SSAE-18 / ISAE 3402
• Configuration and change management approach: Phonehub IO Ltd has a formal documented Change Management process in place as defined in its ISO27001 management system. The Change Management Board (CMB) meet weekly to approve or reject requests for changes, to ensure the integrity of the process.
• Vulnerability management type: Complies with a recognised standard, for example CSA CCM v4.0 or SSAE-18 / ISAE 3402
• Vulnerability management approach: For known product vulnerabilities we regularly apply all operating system and software updates. Daily automated third party vulnerability scanning using tenable.io and Harbor.
• Protective monitoring type: Complies with a recognised standard, for example CSA CCM v4.0 or SSAE-18 / ISAE 3402
• Protective monitoring approach: Pervasive security controls with Next Generation Antivirus (NGAV); Endpoint Protection and Response (EDR); and Threat Graph.
• Incident management type: Complies with a recognised standard, for example, CSA CCM v4.0 or ISO/IEC 27035:2011 or SSAE-18 / ISAE 3402
• Incident management approach: Phonehub IO Ltd has a set of defined policies and procedures for incident management in accordance with ISO27001 best practice. The Information Security team will assess the seriousness of any situation and will take necessary action to limit any potential impact. All incidents are logged and reviewed.
• Post-quantum cryptography secure: Yes

Secure development

• Approach to secure software development best practice: Independent review of processes (for example CESG CPA Build Standard, ISO/IEC 27034, ISO/IEC 27001 or CSA CCM v4.0)

Public sector networks

• Connection to public sector networks: No

Pricing

• Discount for educational organisations: No
• Free trial available: Yes
• Description of free trial: A 90-day free trial is available to new customers only, defined as a prison that has not previously used our service, and where the operating company/department has not used our service in any of its facilities. ; *Full 90-day free trial terms are included in the terms and conditions document

Discount percentage by annual call-off contract value (excluding VAT)

• Less than £250,000: 0%
• Between £250,000 and £500,000: 0%
• Between £500,001 and £1,000,000: 3%
• Between £1,000,001 and £2,500,000: 5%
• Between £2,500,001 and £5,000,000: 7%
• Over £5,000,001: 9%

Non-mandatory Standards and certifications

• ISO/IEC 27001 certification: Yes
• Who accredited the ISO/IEC 27001: LRQA
• ISO/IEC 27001 accreditation date: Thursday 28 November 2024
• What the ISO/IEC 27001 doesn’t cover: The scope of our ISO27001 approval does not have any exclusions.
• ISO 28000:2022 certification: No
• ISO 9001 certification: No
• Quality management systems (QMS): Yes
• CSA STAR certification: No
• PCI certification: No
• Cyber essentials: Yes
• Please provide your Cyber Essentials Certificate Number: Eff8f530-c361-4261-9610-331aaae65c9d
• Cyber essentials plus: Yes
• Please provide your Cyber Essentials Plus Certificate Number: 9235c2de-5e8a-4631-a5da-b42c2510f91a
• Other security certifications: Yes
• Any other security certifications: IT Health Check

Social value

• Section B - Commitment for Future: Delivery:

  • Mission: Break down barriers to opportunity: By reforming our childcare and education systems, to make sure there is no class ceiling on the ambitions of young people in Britain

    Policy Outcome 6: Employment and training: For those who face barriers to employment

    • Understanding of employment and skills issues, and of the skills and employment shortages of high growth sectors relating to the contract
    • Creation of employment opportunities particularly for those who face barriers to employment, such as prison leavers, care leavers and/or who are located in deprived areas, and for people in industries with known skills shortages or in high growth sectors

  • Mission: Break down barriers to opportunity: By reforming our childcare and education systems, to make sure there is no class ceiling on the ambitions of young people in Britain

    Policy Outcome 7: Creating a pipeline of opportunities: For the contract workforce, reducing barriers to entry for under-represented groups.

    • Understanding of the issues affecting the development of new skills by target cohort
    • Understanding of the underlying factors affecting improvements to reduce barriers to entry and training schemes for the target cohort(s) related to the contract workforce
    • Other measures to offer development opportunities for the target cohort(s) in the contract workforce

Service documents

• Pricing document

  PDF

• Service definition document

  PDF

• Terms and conditions

  PDF

Request an accessible format

If you use assistive technology (such as a screen reader) and need versions of these documents in a more accessible format, email the supplier at info@phonehub.io. Tell them what format you need. It will help if you say what assistive technology you use.