Recordsure

Digital Interview Recording

Digital Interview Recording solution compliant with the PACE Act as a Secure Digital Network solution. High quality, secure recording with capabilities for automated transcription and sophisticated speech analytics. Redaction available to enable date share to multiple audences. Integrated with Recordsure’s document analytics and AI provides a multi-media capability.

Features

• High quality, secure audio recording of 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 by PACE codes E&F
• Digital form for questionnaire completion during interviews
• Ability to create and edit digital questionnaires for 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 and process risks
• Conforms to BS 10008 for Legal Admissibility of Electronic Information

Benefits

• 100% of interviews captured and stored, creating reliable, authoritative records
• Removes the need for legacy PACE CD/tape recorders
• Faster and more efficient interview setup and completion
• Removes need for manual write-up and storage, generating cost savings
• All 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 and trends via sophisticated speech analytics
• Trusted by the Home Office and DWP 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 kit@recordsure.com. Tell them what format you need. It will help if you say what assistive technology you use.

Framework

G-Cloud 15

Service ID

495694231932407

Contact

Victoria Mansbridge
+442037727230
kit@recordsure.com

About your service

• Service categories:

  Application Development and Deployment

  Analytics and business intelligence

  • Business Intelligence
  • Advanced and predictive analytics
• Multi cloud support: No

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. It can also work alongside Recordsure's Document Analytics and AI solution
• 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: This would be defined during initial project scoping exercise.
• 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, at extra cost
• Support levels: Support levels and applicable SLAs are determined during initial project scoping exercise. Most support and maintenance is included within our costs.
• Support available to third parties: Yes

Onboarding and offboarding

• Getting started: Training can be provided either on-site or online depending on client preference. We also provide user manuals and supporting documentation.
• Service documentation: Yes
• Documentation formats:
  • HTML
  • PDF
• End-of-contract data extraction: Various options are available depending on client requirements - this will be confirmed during initial scoping exercise.
• End-of-contract process: Data extraction may incur additional cost depending on client requirements.
• Documentation accessibility standard: EN 301 549

Using the service

• Web browser interface: Yes
• Supported browsers:
  • Microsoft Edge
  • Chrome
• Application to install: No
• Designed for use on mobile devices: Yes
• Differences between the mobile and desktop service: Recording and capturing citizen information in forms whilst interviewing is possible across both mobile and desktop, whereas the review and analysis of conversations can only take place on desktop
• Service interface: No
• User support accessibility: EN 301 549
• API: Yes
• What users can and can't do using the API: All functionality and data accessible via the product user interface is also available via the API
• API documentation: Yes
• API documentation formats: Open API (also known as Swagger)
• API sandbox or test environment: No
• Customisation available: Yes
• Description of customisation: Customisations can be requested

Scaling

• Independence of resources: We provide a dedicated instance.

Analytics

• Service usage metrics: Yes
• Metrics types: Average resolution time; Occupancy; Average first response time; First contact resolution
• Reporting types: Reports on request
• Resource tagging: No
• FOCUS resource tagging: No

Resellers

• Supplier type: Not a reseller

Staff security

• Staff security clearance: Other security clearance
• 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: Data is streamed directly from the end-user system to the cloud application in real-time. No data export is required.
• Data export formats: Other
• Other data export formats: Data is streamed directly to the system in Real-time
• 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)
• Data protection within supplier network: Other
• Other protection within supplier network: All data at rest is encrypted using Microsoft Azure standards (e.g. TDE and service-managed keys for SQL databases, AI Search and Entra Directories and AES-256 for Blob storage).; Data in transit is encrypted using TLS1.2 or higher.

Availability and resilience

• Guaranteed availability: All SLAs will be confirmed during initial project scoping sessions
• Approach to resilience: We use third party Cloud hosting in the form on AWS, and Microsoft Azure.
• Outage reporting: Email alerts

Identity and authentication

• User authentication needed: Yes
• User authentication:
  • Multi-Factor Authentication (MFA)
  • Public key authentication (including by TLS client certificate)
  • Identity federation with existing provider (for example Google Apps)
  • Username or password
• Access restrictions in management interfaces and support channels: Multi-factor authentication; IAM users, groups, and roles for daily account access; CloudTrail to monitor all activity
• Access restriction testing frequency: At least once a year
• Management access authentication:
  • Multi-Factor Authentication (MFA)
  • Identity federation with existing provider (for example Google Apps)
  • Username or password

Audit information for users

• Access to user activity audit information: Users contact the support team to get audit information
• How long user audit data is stored for: At least 12 months
• Access to supplier activity audit information: Users contact the support team to get audit information
• How long supplier audit data is stored for: At least 12 months
• How long system logs are stored for: At least 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: Information Security Policy; Access Control Policy; Acceptable Use & Social Media Policy; Backup and Recovery Policy; Bring Your Own Device Policy; Change Control Procedure; Continual Improvement Review Procedure; Data Protection Statement; Network Policy; Password Policy; Programme Management Policy; AWS KMS Encryption Key Management Procedure; Software Development Lifecycle (SDLC) Procedure; Supplier Management Policy; System Decommissioning Policy; Risk Assessment; Infrastructure Policy; Infrastructure Hardening Policy; Information Security a Quick Guide; Starter, Leaver, Mover Process; What To Do In The Event Of A Crisis; Guide to legislation relevant to Information Security Policy; Data Breach Management Procedure; ; The information Security Policy is owned by the Chief Security Officer (CSO). Policy adherence is managed by the Information Security Team, through training, internal audits and a robust events and Incident risk analysis process.
• 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: Standard Changes (very low risk) do not need to be approved by the; Change Advisory Board (CAB).; ; Normal change must always go to the CAB for approval.; ; Emergence Changes follow a fast track CAB assessment process.; ; Information Security Requirements must be considered and implemented for each change in software, hardware, configuration or physical security.
• Vulnerability management type: Complies with a recognised standard, for example CSA CCM v4.0 or SSAE-18 / ISAE 3402
• Vulnerability management approach: Threats are assessed through regular audits, automatic detection tools, and change management security considerations.; ; Threats are regularly assessed and updated.; sources include NCSC and NIST.; ; Low severity patches and updates are introduced to the current development cycle for the next release.; ; Medium severity patches and updates are applied as soon as they become available, and have been tested against the current build.; ; Critical security patches are given the highest priority for pre-production testing, and scheduled to be released into production as soon as possible, under an emergency change.
• 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.; ; 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: We have pre-defined processes for common events (all, e.g. Phishing) can be reported to Security via Email, or Realtime messaging channels.; ; Incidents should be reported immediately to security via email, Realtime messaging channels, or by reporting it to any senior member of staff up to and including the CEO.; ; Redacted summaries of recent incidents can be requested, or provided to customers on a scheduled basis.; ; Incidents that seriously impact a customers services will be reported immediately.
• 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: No

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

Non-mandatory Standards and certifications

• ISO/IEC 27001 certification: Yes
• Who accredited the ISO/IEC 27001: Centre for Assessment
• ISO/IEC 27001 accreditation date: Thursday 9 January 2025
• What the ISO/IEC 27001 doesn’t cover: Nothing
• 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: 05b1b84b-b08c-4811-bc38-46aabc71df76
• Cyber essentials plus: No
• Cyber Essentials Alternative: In relation to the services you do not have a current and valid Cyber Essentials Plus certificate which has been awarded by one of the government approved Cyber Essentials accreditation bodies but you are working towards gaining it, and will be in a position to confirm that you have been awarded a current and valid Cyber Essentials Plus certificate by one of the government approved accreditation bodies within 12 months of the date of award.
• Other security certifications: Yes
• Any other security certifications: Cyber Essentials Plus Certificate (system will not accept certificate number)

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
    • Ensuring new workers are informed of their right to join a trade union
    • 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, address their physical wellbeing
    • Activities that support an environment where staff are educated about and feel empowered to report and address bullying and harassment
    • Offer a pay and leave entitlement to all eligible staff who become kinship carers, ideally equivalent to statutory adoption pay and leave
    • Entitlement to sick pay for the contract workforce, with provision in place for any staff who do not meet the earnings threshold for statutory sick pay, payment of sick pay from day one of absence and payment of staff on the contract workforce who are off sick a replacement income of 100% of their usual earnings for as long as possible
    • 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 the contract workforce by providing career advice, and providing opportunities for staff working on the contract with in-work progression career development into known skills shortages or high growth areas
    • Support for educational attainment relevant to the contract, including training schemes that address skills gaps and result in recognised qualifications
    • Volunteering opportunities for staff
    • 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
    • How to ensure business decisions re: price/cost, short lead times, payment timescales do not create modern slavery risks in the supply chain

  • 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
    • Activities to support relevant sector related skills growth and sustainability in the contract workforce. Illustrative examples: careers talks, curriculum support, literacy support, safety talks and volunteering

  • 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

    • Ensuring accessibility to contracting and subcontracting opportunities for disabled business owners and employees

  • 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.

    • 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
    • Activities to reconnect people with the environment and increase awareness of ways to protect and enhance it

  • 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

    • 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

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 kit@recordsure.com. Tell them what format you need. It will help if you say what assistive technology you use.