BUSINESS SYSTEMS (U.K.) LIMITED

Digital Interview Recording

Digital Interview Recording solution compliant with the PACE Act. Solution ensures high quality recording with secure cloud storage, available to download from the portal within minutes. Used by Government Departments, the Digital Interviewing solution records, reviews and analyses face-to-face or remote conversations and includes automated transcription and speech analytics capabilities.

Features

• High quality, secure audio recording face-to-face and remote interviews
• PACE compliant when used in-conjunction with Recordsure advanced microphones
• Patented audio-fragmentation and encryption system for upload of recordings
• Secure Digital Network operation as defined; PACE codes E&F
• Offline capture available where internet signal is poor/ non-existent
• Digital form for questionnaire completion during interviews
• Easy to search web-based portal for record access and review
• Optional automated transcription, customised for greater accuracy
• Optional post-conversation speech analytics to identify themes, process, risks
• Conforms to BS10008 for Legal Admissibility of Electronic Information

Benefits

• 100% interviews captured and stored, creating reliable, authoritative records
• Removes the need for legacy PACE CD/tape recorders
• Recordings failing/corrupting due to poor/inconsistent internet signal mitigated completely
• Faster and more efficient interview setup and completion
• Removes manual write-up and storage, generating cost savings
• Interviews quickly and easily accessible for review and download
• Easy to search, irrefutable audit trail for all calls/conversations
• Accurate, customised transcription that can match human performance
• Identification of process risks, trends via sophisticated speech analytics
• Trusted by Large Government Departments for interview recording

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 tender.alerts@bslgroup.com. Tell them what format you need. It will help if you say what assistive technology you use.

Framework

G-Cloud 15

Service ID

463322523743887

Contact

Dan Jagtiani
07549990806
tender.alerts@bslgroup.com

About your service

• Service categories:

  Application Development and Deployment

  AI platforms

  AI software services

  • Conversational AI Software Services
• Multi cloud support: Yes

Service scope

• Software add-on or extension: Yes, but can also be used as a standalone service
• What software services is the service an extension to: It can work alongside existing call recording solutions
• Cloud deployment model: Public cloud
• Service constraints: None
• System requirements:
  • There are no dependencies on system infrastructure
  • Google Chrome or Microsoft Edge internet browsers

User support

• Email or online ticketing support: Yes
• Support response times: The BSL Group Service Desk is the central point of contact for any support issues related to the production environment, including any security related matters. This team will manage, update, and rectify issues in accordance with the Service Level Agreement. ; ; Our self-service portal is the main way to log and manage any Incidents or Service Requests. The portal allows the Service Desk and client to add updates and attachments throughout the lifecycle of an open ticket.
• User can manage status and priority of support tickets: Yes
• Online ticketing support accessibility: None or don’t know
• Phone support: Yes
• Phone support availability: 24 hours, 7 days a week
• Web chat support: No
• Onsite support: Yes, at extra cost
• Support levels: 1 Critical - System inoperable - No work can be performed, or processing capacity is so limited that the probability of a serious outage and business or revenue impact. Response Time: 20 minutes. 30 minutes OOH. Resolution Time: 4 hours. Target per month: 95%.; 2 High - System Function is inoperable / Data being corrupted – Customer contact centre function is severely limited, and the defect has significant adverse impact on the business. Response Time: 20 minutes. 30 minutes OOH. Resolution Time: 8 hours. Target per month: 95%.; 3 Moderate - Function Not Working as Specified - This includes issues with the Customer contact centre system which do not stop users from performing daily business or for which there is a reasonable workaround. Response Time: 1 hour. Resolution Time: 3 days. Target per month: N/A.; 4 Low – General Question or Request. Response Time: 8 hours. Resolution Time: 5 days. Target per month: N/A.; Price upon request.; A support engineer will be assigned and engage with the client to resolve within the SLA assigned to the issue raised.
• Support available to third parties: Yes

Onboarding and offboarding

• Getting started: User documentation is provided as standard. Where required, training is provided on site and delivered by Business Systems Consultants (see pricing document). Training is 'Train the Trainer' based, to enable additional training to be conducted internally.
• Service documentation: Yes
• Documentation formats: PDF
• End-of-contract data extraction: If required, bulk extraction is performed by Business Systems using audio and metadata formats according to the needs of the customer. Media types and electronic and physical delivery must be specified by the customer and will impact cost.
• End-of-contract process: Where required, data extraction is charged on a time and materials basis and managed by Business Systems.; ; Buyers may request the inclusion of fixed offboarding costs on their Call Off Contracts but will need to specify maximum extraction volumes, media and metadata formats and delivery methods, as audio media typically requires large electronic files.
• Documentation accessibility standard: None or don’t know
• How the documentation is accessible: During the implementation, documentation will be provided as required by the allocated Project Manager.

Using the service

• Web browser interface: Yes
• Supported browsers:
  • Microsoft Edge
  • Chrome
• Application to install: Yes
• Compatible operating systems:
  • IOS
  • Windows
• Designed for use on mobile devices: Yes
• Differences between the mobile and desktop service: The face to face digital interviewing experience is virtually identical between laptop and mobile versions.
• Service interface: Yes
• User support accessibility: WCAG 2.2 AAA
• Description of service interface: All interaction is via web-based interfaces. The RecordSure product suite provides a comprehensive set of management information using dashboards. The system is configurable under client specific requirements and, when combined with the Artificial Intelligence capabilities, can deliver not only logistical and quantitative data but qualitative data as well. Recordings can be replayed via the dashboard and “Google-like” search functionality provides the ability to quickly identify interview trends and patterns.
• Accessibility standards: WCAG 2.2 AAA
• Accessibility testing: The Recordsure platform conforms to WCAG 2.2 AA. Conformance to the listed accessibility standards has been evaluated using a combination of static analysis tools and manual testing with assistive technologies. The following operating system, web browsers and assistive technologies were used for evaluation: Windows 10/11, Chrome/JAWS/NVDA, Edge/JAWS/NVDA, Windows Magnifier and Dragon Speech Recognition (for command and control)
• API: Yes
• What users can and can't do using the API: Optional API access must be licenced as an Add On (as outlined in the pricing document). Currently, provisioning features, such as setup or user provisions are not available via the API. All operational system features, such as uploading, accessing or downloading records are available using the API.; ; Individual API methods are role restricted to the credentials being used for API access.
• API documentation: Yes
• API documentation formats: PDF
• API sandbox or test environment: No
• Customisation available: Yes
• Description of customisation: Customisation is performed through requests to Business Systems, either as part of the Call Off Contract or through change requests throughout the contract.; ; Typical customisation areas concern the Capture Form for use by users or management information (MI) requirements.; ; Some buyers choose to customise or extend areas of the service functionality that require some amount of supplementary software development.

Scaling

• Independence of resources: Capacity is proactively managed. An N+1 approach is applied to all system design to ensure there are extra compute resources at all times beyond that required for peak user utilisation. Customers that have particularly high volume usage, or spikes in their workloads may be provided with dedicated compute infrastructure to ensure they do not interfere with other users.

Analytics

• Service usage metrics: Yes
• Metrics types: A real-time management information system is included in the electronic portal. This allows service usage to be broken down by key medadata, as captured by the form system, that may include departments and user identities. Breakdowns by telephony and metadata will depend on whether the information is electronically supplied to the service as part of any integration or import.
• Reporting types:
  • API access
  • Regular reports
  • Reports on request
• Resource tagging: Yes
• FOCUS resource tagging: No

Resellers

• Supplier type: Reseller providing extra support
• Organisation whose services are being resold: Recordsure

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: Complies with a recognised standard (for example CSA CCM version 4.0)
• Penetration testing frequency: At least once a year
• Penetration testing approach: ‘IT Health Check’ performed by a CREST-approved service provider
• Protecting data at rest:
  • Physical access control, complying with CSA CCM v4.0
  • Physical access control, complying with SSAE-18 / ISAE 3402
  • Physical access control, complying with another standard
  • Encryption of all physical media
  • Scale, obfuscating techniques, or data storage sharding
  • Other
• Other data at rest protection approach: Client Network Isolation, Security Groups, Client Specific Encryption Keys. ISO-27001 controls.
• Data sanitisation process: Yes
• Equipment disposal approach: A third-party destruction service
• Data sanitisation type:
  • Deleted data can’t be directly accessed / Cryptographic Erasure
  • Explicit overwriting of storage before reallocation / Secure Erase

Data importing and exporting

• Data export approach: Individual audio records and generated PDF records may be exported via the electronic portal by authorised users. Where required by the customer, bulk export will need to be managed by Business Systems according to the daily rate in the pricing document.
• Data export formats:
  • CSV
  • Other
• Other data export formats:
  • WAV
  • OPUS
  • JSON
  • PDF
• Data import formats: Other
• Other data import formats: Audio is directly streamed to the system

Data-in-transit protection

• Data protection between buyer and supplier networks:
  • TLS (version 1.2 or above)
  • Other
• Other protection between networks: AES-256
• Data protection within supplier network:
  • TLS (version 1.2 or above)
  • IPsec or TLS VPN gateway

Availability and resilience

• Guaranteed availability: 99% availability for viewing of stored files.
• Approach to resilience: We use third party Cloud hosting in the form of AWS and Microsoft Azure.
• Outage reporting: Incident reporting is via email, with critical incidents notified by telephone.

Identity and authentication

• User authentication needed: Yes
• User authentication:
  • Limited access network (for example PSN)
  • Dedicated link (for example VPN)
  • Username or password
• Access restrictions in management interfaces and support channels: Multiple tiers of authentication must be performed in order to access management interfaces and systems. These include private-key based authentication, remote desktop access and username and password combinations with strong minimum password complexity rules.
• Access restriction testing frequency: At least every 6 months
• Management access authentication:
  • Public key authentication (including by TLS client certificate)
  • 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: At least 12 months
• Access to supplier activity audit information: Users have access to real-time audit information
• How long supplier audit data is stored for: At least 12 months
• How long system logs are stored for: Between 6 months and 12 months

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 have board led Information Management Security System that is both internally and externally audited and is certified against ISO 27001.
• 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: All configuration and change management processes are fully covered by ISO27001 certification and ISMS. All change is approved via a Change Advisory Board where all change requests are assessed via a number of security impact criteria. All changes are pre-configured and tested, with automated deployment to ensure consistency of production releases with pre-production testing.
• Vulnerability management type: Complies with a recognised standard, for example CSA CCM v4.0 or SSAE-18 / ISAE 3402
• Vulnerability management approach: A Continuous Systems Improvements team meets monthly to evaluate and mitigate risks, threats and vulnerabilities. There is in addition, subscription to vendor and independent vulnerability forums and newsfeeds, sources include NCSC and NIST. Critical patches are often performed as zero-day fixes, following testing.
• Protective monitoring type: Complies with a recognised standard, for example CSA CCM v4.0 or SSAE-18 / ISAE 3402
• Protective monitoring approach: HAProxy Enterprise WAF & API Gateway, Web Application Firewall Mod Security, Amazon GuardDuty, AWS CloudTrail, AWS Shield.; ; Consolidated logging and alerting are used to ensure notification and rapid response to potential incidents.; ; All alerts go to the Security team, where they are rapidly risk triaged, and prioritised for treatment.; ; Where the severity of a reported event or incident is considered to be Major, the situation may need to be escalated to The Crisis Management Team. The CMT once activated will own the crisis until resolution is reached.
• 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: Incident management processes are in line with ISO 27001 accredited governance procedures.; ; Users can report incidents by telephone and email. System alerts also notify of incidents. Critical outages or other significant incidents are immediately notified by telephone, with non critical incidents initially notified by email. All incidents are reported in document format by email following root cause investigation.
• Post-quantum cryptography secure: Yes

Secure development

• Approach to secure software development best practice: Conforms to a recognised standard, but self-assessed

Public sector networks

• Connection to public sector networks: No

Pricing

• Discount for educational organisations: No
• Free trial available: No

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

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

Non-mandatory Standards and certifications

• ISO/IEC 27001 certification: Yes
• Who accredited the ISO/IEC 27001: Socotec
• ISO/IEC 27001 accreditation date: Friday 20 December 2024
• What the ISO/IEC 27001 doesn’t cover: N/A
• ISO 28000:2022 certification: No
• ISO 9001 certification: Yes
• Who accredited the ISO 9001 certification: IMSM
• ISO 9001 accreditation date: Thursday 20 March 2025
• What the ISO 9001 doesn’t cover: N/A
• Quality management systems (QMS): Yes
• CSA STAR certification: No
• PCI certification: No
• Cyber essentials: Yes
• Please provide your Cyber Essentials Certificate Number: D696533d-24a9-4d31-a63a-48a728c84c82
• Cyber essentials plus: Yes
• Please provide your Cyber Essentials Plus Certificate Number: F7945500-da96-423f-adb5-381f1845c3b9
• Other security certifications: No

Social value

• Section B - Commitment for Future: Delivery:

  • Mission: Kick start economic growth. To secure the highest sustained growth in the G7 - with good jobs and productivity growth in every part of the country making everyone, not just a few, better off.

    Policy Outcome 1: Fair work: That offers fair wages and good working conditions. Help people get a job, stay in work, and progress in their careers, with good employment opportunities across the country. Notes: Where there is a large proportion of labour costs in the contract, commercial teams should consider MAC in Outcome 1 as a priority

    • New or retained jobs on the contract workforce in the relevant area that meet the criteria set out in MAC 1b, 1c and 1d
    • Providing opportunities for, and measuring and monitoring of, staff workforce conditions over time, including employee engagement, involvement in decision-making and satisfaction and adapting to any changes in the results, with clear processes for acting on issues identified
    • Plans to engage the contract workforce in deciding the most important workplace issues to address
    • Monitoring of employee engagement rates (by protected characteristic) and, where necessary, the development of actions to ensure all voices are heard across the diversity of the workforce
    • Employment contracts that reflect actual hours worked; steps taken to ensure employees understand their contracts and have the ability to review and adjust them if actual hours regularly exceed contracted hours
    • Activities that support an environment where staff are educated about and feel empowered to report and address bullying and harassment
    • Activities to cascade good practice on fair working conditions throughout the supply chain
    • Payment of more than the National Minimum Wage or National Living Wage (as appropriate) to the contract workforce
    • Understanding of in-work progression issues affecting the market, industry or sector relevant to the contract, and in the supplier’s own organisation and those of its key sub-contractors
    • Measures to support in-work progression to help people in the contract workforce, to move into higher paid work by developing new skills relevant to the contract
    • Support for educational attainment relevant to the contract, including training schemes that address skills gaps and result in recognised qualifications
    • Understanding of the modern slavery risks and issues affecting the market, industry, sector or country (of origin or of source) relevant to the contract, and the workforce in the supplier’s own organisation and those of its key subcontractors
    • Outline policies and practices to be applied to or put in place for the contract to mitigate and manage modern slavery risks, including: Pre-employment checks, recruitment practices. Workplace conditions, safeguarding plans and processes in place and regular monitoring with relevant groups considered, which may include sampling

  • Mission: Kick start economic growth. To secure the highest sustained growth in the G7 - with good jobs and productivity growth in every part of the country making everyone, not just a few, better off.

    Policy Outcome 2: Skills for growth: Supporting growth sectors and addressing skills gaps.

    • Understanding of employment and relevant skills issues, and of the education and training issues relating to the contract. Illustrative examples: demographics, skills shortages, new opportunities in high growth sectors, geographic/local community and skills/employment challenges
    • Support for educational attainment relevant to the contract, including training schemes that address skills gaps and result in recognised qualifications

  • Mission: Kick start economic growth. To secure the highest sustained growth in the G7 - with good jobs and productivity growth in every part of the country making everyone, not just a few, better off.

    Policy Outcome 3: Resilient, innovative and flexible supply chains: Support economic growth through enabling resilient businesses, opportunities for small businesses and voluntary, community and social enterprises

    • Understanding of the types of businesses in the market and the level of participation by new businesses, entrepreneurs, start-ups, SMEs, VCSEs and mutuals
    • Activities to identify opportunities to open up sub-contracts under the prime contract to a diverse range of businesses, including new businesses, entrepreneurs, start-ups, SMEs, VCSEs and mutuals
    • Plans for engaging a diverse range of businesses in engagement activities prior to appointing subcontractors (including activities prior to award of the main contract and during the contract term)
    • Activities that demonstrate a collaborative way to work with a diverse range of businesses as part of the supply chain
    • Advertising of supply chain opportunities openly and to ensure they are accessible to a diverse range of businesses, including advertising all subcontracting opportunities on Contracts Finder
    • Ensuring accessibility to contracting and subcontracting opportunities for disabled business owners and employees
    • Structuring of the supply chain selection process to ensure fairness (e.g. anti-corruption) and encourages participation by a diverse range of businesses, including with regard to new businesses, entrepreneurs, start-ups, SMEs, VCSEs and mutual
    • Measures to involve local stakeholders and/or users in design (e.g. in the design of services, systems, products or buildings)

  • Mission: Make Britain a clean energy superpower: To cut bills, create jobs and deliver security with cheaper, zero-carbon electricity by 2030, accelerating to net zero

    Policy Outcome 4: Sustainable procurement practices: Reducing carbon footprints, minimising waste, and promoting the use of clean energy and green technologies.

    • Understanding of opportunities for additional environmental benefits delivery in the performance of the contract, including working towards net zero carbon emissions and use of clean energy and green technologies
    • Collaborative ways of working with the supply chain to deliver additional environmental benefits in the performance of the contract, including working towards net zero carbon emissions and use of clean energy and green technologies
    • Delivery of additional environmental benefits through the performance of the contract, including working towards net zero carbon emissions and use of clean energy and green technologies

  • 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 the issues affecting the representation of disabled people in the workforce in the market, industry or sector relevant to the contract, and in the supplier’s own organisation and those of its key sub-contractors
    • Inclusive and accessible recruitment practices, and retention-focused activities, including those provided in the Guide for line managers on recruiting, managing and developing people with a disability or health condition
    • Working conditions which promote an inclusive working environment and promote retention and progression
    • Understanding of the issues affecting inequality in employment, skills and pay in the market, industry or sector relevant to the contract, and in the supplier’s own organisation and those of its key sub-contractors. Measures to tackle inequality in employment, skills and pay in the contract workforce

  • 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 issues relating to entering the contract workforce

  • Mission: Build an NHS fit for the future: That is there when people need it; with fewer lives lost to the biggest killers; in a fairer Britain, where everyone lives well for longer.

    Policy Outcome 8: Increasing productivity through physical and mental wellbeing: In the supply chain and communities in the relevant area.

    • Understanding of issues relating to health and wellbeing, including physical and mental health, 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 tender.alerts@bslgroup.com. Tell them what format you need. It will help if you say what assistive technology you use.