CAREER EAR LIMITED

Earlybird: AI-Enabled Engagement and Decision Support Platform for Frontline Staff

A digital engagement platform that uses an AI to collect information via phone call or chat, supports multilingual interpretation, and captures meeting notes for advisors. The platform helps improve engagement and reduce administrative work, and includes features such as barrier identification and CV generation for employment and other support programmes

Features

• AI agent that can engage with participants 24/7
• Automated meeting note-taking for advisors (in-person or online)
• Multilingual interpretation supporting non-English speakers and low-literacy participants
• Automated CV generation and Cover letter generation
• Advanced voice recognition capability over a wide variety of accents
• Inclusion and accessibility support, bridging language and communication barriers
• Secure cloud platform (Cyber Essentials Plus and GDPR-aligned)
• Configurable workflows, allowing the service to adapt different programmes.
• Usage analytics and insights to support quality monitoring and performance
• Seamless integration with existing systems and processes easing adoption

Benefits

• Capture insights early, improve action plans and sustained outcomes
• Reduce manual information collection, save time and effort.
• Scale programmes efficiently, maintain quality, and increase customer satisfaction
• Use across programmes e.g employability, mental health, skills, refugee, rehabilitation
• Effortless, automated note-taking
• High-quality case notes, improving compliance
• Boost employment outcomes with rapid generation and personalised support materials
• Reduces language and communication barriers for non-English speakers.
• Accelerate participant onboarding, reducing time from referral to meaningful action.
• Reduces frontline staff cognitive load

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 opportunities@getearlybird.ai. Tell them what format you need. It will help if you say what assistive technology you use.

Framework

G-Cloud 15

Service ID

860532744770716

Contact

Claudine Adeyemi
07715920756
opportunities@getearlybird.ai

About your service

• Service categories:

  Application Development and Deployment

  AI platforms

  AI software services

  • Conversational AI Software Services
  • Generative AI Software Services
  • Document AI Software Services
• Multi cloud support: No

Service scope

• Software add-on or extension: No
• Cloud deployment model: Public cloud
• Service constraints: Internet Connectivity is required
• System requirements: Internet connectivity

User support

• Email or online ticketing support: Yes
• Support response times: Within 30 mins for Critical, 1h for High, 4h for Medium and 24h for low priority incidents
• User can manage status and priority of support tickets: No
• Phone support: No
• Web chat support: Yes
• Web chat support availability: 9 to 5 (UK time), Monday to Friday
• Web chat support accessibility standard: WCAG 2.2 AA
• Web chat accessibility testing: Our comprehensive accessibility testing includes:; Automated Code Analysis; Technical Manual Review; User Testing by a minimum of four assessors with a range of disabilities, utilising assistive technologies. This includes:; JAWS screen reader; NVDA screen reader; Dragon voice activation software; ZoomText magnification; Keyboard-only navigation
• Onsite support: Yes, at extra cost
• Support levels: We offer email support for customers and web chat support to users (programme participants) all included in our cost. In person support is available at additional cost.
• Support available to third parties: No
• AI chatbot: No

Onboarding and offboarding

• Getting started: Every customer is assigned a dedicated Customer Success Manager who provides guidance throughout the entire process. We offer comprehensive training, both online and in-person, supplemented by regular user guides delivered via email.; ; Upon the conclusion of the contract, our system integrations ensure a seamless transfer of all necessary data back to the client’s systems. Following this, we securely delete all personally identifiable information (PII) from our servers. If additional offboarding services are required, these can be arranged. Any associated costs for such services will be determined during the End-of-Contract discussions.
• Service documentation: Yes
• Documentation formats:
  • PDF
  • Other
• Other documentation formats:
  • Email
  • Video
• End-of-contract data extraction: Earlybird integrates with customer management systems to continuously stream down data. However, in cases were this is not possible. We provide can provide exports to the customer via a secure file share portal
• End-of-contract process: At the conclusion of the contract, our integrations ensure that all necessary data is already transferred to the client’s systems.
• Documentation accessibility standard: WCAG 2.2 AA

Using the service

• Web browser interface: Yes
• Supported browsers:
  • Microsoft Edge
  • Firefox
  • Chrome
  • Safari
  • Opera
• Application to install: No
• Designed for use on mobile devices: Yes
• Differences between the mobile and desktop service: All service features are available on mobile, tablet and desktop. The service incorporates a fully responsive design to accommodate as broad a spectrum of devices as possible. A mobile-first approach has been adopted to ensure a simple, intuitive experience for users of hand-held devices. The interface features large text, high contrast ratios, simple fonts, writing for the web best practice, clear messaging and minimal navigational complexity.
• Service interface: Yes
• User support accessibility: WCAG 2.2 AA
• Description of service interface: Application has a participant interface on the one hand & an adviser portal on the other. Both are accessible via a standard browser. The interface uses progressive front-end technologies including react.js and nuxt.js. The site incorporates a fully responsive design to cater for a range of different devices.
• Accessibility standards: WCAG 2.2 A
• Accessibility testing: Our comprehensive accessibility testing includes:; ; 1. Automated Code Analysis; 2. Technical Manual Review; 3. User Testing by a minimum of four assessors with a range of disabilities, utilising assistive technologies. This includes:; ; JAWS screen reader; NVDA screen reader; Dragon voice activation software; ZoomText magnification; Keyboard-only navigation
• API: Yes
• What users can and can't do using the API: We do custom integration with customer management systems and expose the necessary APIs to make this happen as part of the onboarding process
• API documentation: Yes
• API documentation formats: PDF
• API sandbox or test environment: Yes
• Customisation available: Yes
• Description of customisation: Customers have the flexibility to tailor conversation agent flows to capture specific data points across various touchpoints of a participant's support journey. Additionally, they can request bespoke note templates.

Scaling

• Independence of resources: Our solution is hosted on Amazon Web Services. Incoming connections are load-balanced to spread the demand on the resources that provide the software service.; Performance alerting and resource monitoring systems are in place and as such should a performance alert be received, more reserved resources can be allocated to the hosting platform.; Ensuring a fast, stable and resilient software hosting service

Analytics

• Service usage metrics: Yes
• Metrics types: We provide a variety of metrics including conversation starts, completion rates, satisfaction scores, total of participant reports, Number of meetings, Hours of meetings, etc
• Reporting types: Real-time dashboards
• Resource tagging: No
• FOCUS resource tagging: No

Resellers

• Supplier type: Not a reseller

Staff security

• Staff security clearance: Staff screening not performed
• Government security clearance: None

Asset protection

• Knowledge of data storage and processing locations: Yes
• Data storage and processing locations:
  • United Kingdom
  • European Economic Area (EEA)
• 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: Another external penetration testing organisation
• 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: A third-party destruction service
• Data sanitisation type: Deleted data can’t be directly accessed / Cryptographic Erasure

Data importing and exporting

• Data export approach: Earlybird integrates with customer management systems to continuously stream down data. However, in cases were this is not possible. We provide CSV reports to the customer via a secure file share portal
• Data export formats:
  • CSV
  • Other
• Other data export formats:
  • Doc
  • Zip
• Data import formats: Other

Data-in-transit protection

• Data protection between buyer and supplier networks: TLS (version 1.2 or above)
• Data protection within supplier network: TLS (version 1.2 or above)

Availability and resilience

• Guaranteed availability: Earlybird is accessible 24/7, with a 99.9% target uptime
• Approach to resilience: Earlybird makes use of the scalability and flexibility of cloud computing to rapidly deploy additional resources in response to increasing demand. This ensures continuous service availability and that the service can handle sudden spikes in usage without performance degradation.
• Outage reporting: Email

Identity and authentication

• User authentication needed: Yes
• User authentication:
  • Multi-Factor Authentication (MFA)
  • Username or password
  • Other
• Other user authentication: In the case where we integrate directly with Customers systems we use security tokens to secure data exchanges in addition to SSL security
• Access restrictions in management interfaces and support channels: Access to management interfaces and support channels is controlled based on the user's predefined role, which determines the functions they are authorised to access. These access permissions can be adjusted as needed.
• Access restriction testing frequency: At least every 6 months
• Management access 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

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: User-defined
• Access to supplier activity audit information: Users contact the support team to get audit information
• How long supplier audit data is stored for: Between 6 months and 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: Our Information Security Policy is the framework for protecting information, personal data, and meeting regulatory/contractual requirements. Key processes include safeguarding confidentiality, integrity, and availability; regular risk assessments and mitigation; classifying information (Public, Internal Use, Confidential, Restricted); restricting access on a need-to-use basis; using personal accounts with authentication; and ensuring third-party/cloud security.; Policy assurance is maintained through mandatory security awareness and training, audit logging, contractual compliance for external providers, and disciplinary action, including termination, for violations.; ; The CISO is responsible for this policy, and all personnel must comply with the policy.
• Software Security Code of Practice: Yes

Operational security

• Configuration and change management standard: Supplier-defined controls
• Configuration and change management approach: We ensure that all requests for changes to the service are meticulously logged and assessed, allowing us to monitor each request from initiation to completion, maintaining an auditable record of approvals and actions taken throughout the process. Before any change is approved, we evaluate potential impacts, including security risks, to ensure they are fully addressed. Development is driven by customer feedback, with a prioritized pathway for swiftly implementing changes that address emergencies/are of high importance. All changes undergo thorough testing for potential security impacts in accordance with our established policies and procedures, guaranteeing that our high security standards are maintained.
• Vulnerability management type: Supplier-defined controls
• Vulnerability management approach: Our vulnerability management process operates as a continuous cycle of identification, assessment, treatment, and reporting. Scanning activities cover both external and internal environments, with external penetration testing conducted annually by an independent third party and internal scanning carried out quarterly on production systems and code repositories. ; ; Detected vulnerabilities are categorised as Critical, High, Medium, or Low. Remediation follows defined timelines; Critical issues are addressed immediately or within 14 days, High within 30 days, Medium within 90 days, and Low within 180 days.
• Protective monitoring type: Supplier-defined controls
• Protective monitoring approach: We maintain real-time monitoring of server-side access logs, complete with automated alerts to ensure immediate attention to potential issues.; Any system email alerts are promptly investigated with a priority response to uphold our service level agreements (SLAs).
• Incident management type: Supplier-defined controls
• Incident management approach: Our policies outline the procedures for reporting and managing incidents. Users can report incidents through email or telephone. Each report is assessed and assigned a priority level, which determines the response times as outlined in our Service Level Agreement (SLA). We provide incident reports via email.
• Post-quantum cryptography secure: Yes

Secure development

• Approach to secure software development best practice: Supplier-defined process

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: INTERCERT
• ISO/IEC 27001 accreditation date: Tuesday 29 July 2025
• What the ISO/IEC 27001 doesn’t cover: ISO certificate covers the whole platform. ISO certificate covers the whole platform. Earlybird's Information Security Management System applies to the development, deployment, and support of an AI platform (Earlybird Conversations & Workscribe) that captures and transforms conversational data between employment advisers and participants into structured reports and case notes. Scope also includes Engineering, Sales, Marketing, Operations, Finance & HR Department.
• 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: B369fcc9-11bc-4543-a5a8-da36478b6062
• Cyber essentials plus: Yes
• Please provide your Cyber Essentials Plus Certificate Number: 4e9ab2d5-3a3b-473e-b9b9-812123a5e789
• 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

    • Activities that support an environment where staff are educated about, and feel empowered to, address their physical wellbeing
    • Payment of more than the National Minimum Wage or National Living Wage (as appropriate) to 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 opportunities@getearlybird.ai. Tell them what format you need. It will help if you say what assistive technology you use.