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  1. Digital Marketplace
  2. Lot 2: Cloud software
  3. Visa processing Video Interview Platform

Visa processing Video Interview Platform

Our Online Video Interview platform is currently used by the UK Home Office to enable them to remotely interview UK Visa applicants from all over the world. Our service has been rolled out, by the UK Home Office, to over 100 countries.


  • Online Video Conferencing & Telephony capability
  • Recording of both Video/Audio feeds & configuration of recordings
  • Auto Transcription - Machine Learning based.
  • Booking & Scheduling system
  • Document Management
  • Reporting; User Activity, Management Reports, Full System Reports
  • Built in Business Workflows
  • Rating & Review of Video and or Telephony Interviews
  • Extensive User Management settings
  • Highly secure UK Home Office ITHC approved access.


  • Video/Telephone interviews Recorded for Audit, Appeals & Compliance
  • Extensive Reporting to ensure effective Management of process
  • Auto Transcription saves the need for physical transcribers
  • Business workflows ensures smooth operational management of process
  • Secure Booking & Scheduling negates the need insecure email use.
  • Video/Telephony interviews saves time and removes need for F2F interviews.
  • Flabba reduce the cost and the time of operations.


£450 to £550 a licence a month

  • Education pricing available
  • Free trial available

Service documents

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G-Cloud 13

Service ID

1 6 3 3 7 9 3 0 6 7 3 7 8 9 8


NEUGO LTD Colin Rhodes
Telephone: 07854248273

Service scope

Software add-on or extension
Cloud deployment model
Public cloud
Service constraints
System requirements
  • Minimum broadband 350kb/s download & upload for stable video
  • White lists (wildcard) *, *
  • We recommend users Open TCP port 443
  • As a minimum the UDP port 3478 is required
  • We recommend opening UDP ports 1025 - 65535.
  • Enable Proxy Authentication - NTLM Authentication.

User support

Email or online ticketing support
Email or online ticketing
Support response times
Response times: Urgent; 15 minute, High; 30 minutes, Normal; 2 hours, Low; 1 days. This is for normal hours Monday - Friday 08:30-17:30. Same support is offered outside those hours and at weekends for an additional cost.
User can manage status and priority of support tickets
Online ticketing support accessibility
WCAG 2.1 A
Phone support
Phone support availability
9 to 5 (UK time), Monday to Friday
Web chat support
Onsite support
Yes, at extra cost
Support levels
4 Levels of support; URGENT; An incident causing an extremely serious impact to the business as a result of the system(s)/service(s) affected and/or the number of people affected by the incident. e.g. A complete loss of the customer’s service or the impacted business function is halted completely. HIGH; An incident causing significant impact to the business as a result of the system(s)/service(s) affected and/or the number of people affected by the incident e.g. significant loss of customer’s service but the impacted business function is not halted. NORMAL; An incident which affects the customer’s service but has a small impact to the business e.g. single user or component affected but the trouble can be circumvented. LOW; Incidents that have a negligible impact to the business, requests or enquiries for information purposes only. We provide a Technical Account Manager & full support team. The pricing is bought in bundles; 20 Concurrent Licences = £7000 per month, 40 Concurrent Licences = £10,000 per month, support for more than 40 licences negotiated separately. Onsite support is charged at at an hourly rate of £100 plus expenses. Enterprise Support bundles can be negotiated to ensure economies of scale can be enjoyed by the business.
Support available to third parties

Onboarding and offboarding

Getting started
We provide both onsite training and also digital, hard copy and video training materials
Service documentation
Documentation formats
End-of-contract data extraction
All Customer Data remains the property of the Customer. All Data will be extracted into Excel/CSV format. Extraction of data maybe subject to an additional fee at our usual day rates
End-of-contract process
Included in the price is access to the platform for 1 month post contract end, to enable to client to extract/copy data to their own end point. Extra costs will be charged if mass data extraction is required. This is charged at our usual day rates.

Using the service

Web browser interface
Supported browsers
  • Internet Explorer 11
  • Microsoft Edge
  • Firefox
  • Chrome
  • Safari
Application to install
Designed for use on mobile devices
Differences between the mobile and desktop service
The Flabba SaaS is written in HTML 5 so it mobile compatible. All features remain but we recommend Flabba is accessed via Chrome on any mobile device.
Service interface
User support accessibility
WCAG 2.1 AA or EN 301 549
Description of service interface
Each user has a Flabba Dashboard which is accessible from a browser. Each User's Dashboard is configured according to their User Permissions. Access to the Dashboard is though a 2 process authentication.
Accessibility standards
WCAG 2.1 AA or EN 301 549
Accessibility testing
None at the time of writing but we are planning on carrying out some testing and implementation of Accessibility features in 2020.
What users can and can't do using the API
API's are available and can be configured to fit customer required flows.

Our service supports CMIS 1.0 & CMIS 1.1 API formats. Each API required would be fully customised and built as per existing or future requirements across a number of content stores.
REST interfaces are available to enable access to the underlying data store/ databases - to different degrees of security access.

Our service will offer API or upload templates to enable individual or bulk migration of files including metadata, videos & audit information.

Optional solutions available include:
Our service can manually upload and check associated metadata for each file if required for migration out of our service.

API Response Times
The following is a guide to expected response times for storage, retrieval and viewing APIs.

-API’s 1< 2 seconds
-1MB - 5MB Document: < 5 seconds
- 5MB - 50MB < 8 sec.
- 50MB - 100MB < 30 sec.

Optional solutions available include:
-API’s 1< 2 seconds
- 50MB - 100MB < 20 sec."
API documentation
API documentation formats
Open API (also known as Swagger)
API sandbox or test environment
Customisation available
Description of customisation
We are a software development company and can customise all features and business processes and also create new features as required. We have a great track record of doing so and can provide outstanding references from the UK Home Office for whom we entirely customised a service. Users can also customise; Drop Down Field lists on the platform, they can customise auto messaging and email templates, they can also customise marketing videos and also all core operational features.


Independence of resources
We have a fully scaleable infrastructure set up. We use AWS Elastic Beanstalk EC2 Server infrastructure. All UK based


Service usage metrics
Metrics types
We have a large Reporting features from which a large array of service usage metrics can be drawn; Number of Interviews; Video & Telephony, Number of Auto Transcriptions etc.
Reporting types
  • Real-time dashboards
  • Regular reports
  • Reports on request


Supplier type
Not a reseller

Staff security

Staff security clearance
Other security clearance
Government security clearance
Up to Security Clearance (SC)

Asset protection

Knowledge of data storage and processing locations
Data storage and processing locations
United Kingdom
User control over data storage and processing locations
Datacentre security standards
Supplier-defined controls
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 another standard
  • Encryption of all physical media
Data sanitisation process
Data sanitisation type
Deleted data can’t be directly accessed
Equipment disposal approach
Complying with a recognised standard, for example CSA CCM v.30, CAS (Sanitisation) or ISO/IEC 27001

Data importing and exporting

Data export approach
We have an extensive Reports feature from which users can create and run reports and export them into PDF & CSV files
Data export formats
  • CSV
  • Other
Other data export formats
Data import formats
  • CSV
  • Other
Other data import formats

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
Flabba is deployed on cloud based high availability Zones with an uptime SLA* of 99.99%
Approach to resilience
Our Datacentre is provided by AWS and full details are available upon request.
Outage reporting
Via public dashboard and email alerts

Identity and authentication

User authentication needed
User authentication
  • Public key authentication (including by TLS client certificate)
  • Username or password
Access restrictions in management interfaces and support channels
We only allow SC cleared staff to access management interfaces and support channels.
Access restriction testing frequency
At least every 6 months
Management access authentication
  • Public key authentication (including by TLS client certificate)
  • 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
At least 12 months

Standards and certifications

ISO/IEC 27001 certification
Who accredited the ISO/IEC 27001
Qualitis Veritas by CDL Group
ISO/IEC 27001 accreditation date
24th April 2019
What the ISO/IEC 27001 doesn’t cover
ISO 28000:2007 certification
CSA STAR certification
PCI certification
Cyber essentials
Cyber essentials plus
Other security certifications
Any other security certifications
  • Cyber Essentials
  • Home Office ITHC
  • CREST Penetration Testing
  • Pipeda

Security governance

Named board-level person responsible for service security
Security governance certified
Security governance standards
ISO/IEC 27001
Information security policies and processes
We are ISO27001 accredited. All policies are managed and signed off by our Information Security Manager and all new members of staff are given training on our information security policies and how to follow them. We also have regular review and refresh training for members of staff to ensure that policies are understood and followed.

Operational security

Configuration and change management standard
Supplier-defined controls
Configuration and change management approach
From a systems and Code perspective we utilised the AWS Code Pipeline to process all changes to our core platform.

Regarding our change management processes we abide by our ISO27001 processes s.12
Vulnerability management type
Supplier-defined controls
Vulnerability management approach
Our vulnerability management processes are governed by our ISO27001 accreditation and specific s12.
Protective monitoring type
Supplier-defined controls
Protective monitoring approach
Our processes around Protective Monitoring are defined through our ISO27001 accreditation with particular reference to Section 16.
Incident management type
Conforms to a recognised standard, for example, CSA CCM v3.0 or ISO/IEC 27035:2011 or SSAE-16 / ISAE 3402
Incident management approach
Our processes in relation to incident management are set out within our ISO27001 accreditation specifically section 16.

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 v3.0)

Public sector networks

Connection to public sector networks

Social Value

Fighting climate change

Fighting climate change

At Flabba we are committed to reducing our carbon footprint and utilise a number of tools to help reduce our footprint and also to educate our current and prospective client base.

Since we are in the business of providing business workflows that utilise video conferencing tooling the very nature of our business helps our clients reduce their carbon footprint. The solutions we sell are specifically designed to reduce what’s called Scope 3 emissions,. It is extremely challenging to directly calculate a business’s carbon footprint, but we provide tooling to our prospective clients, and we also utilise tooling internally at Flabba to help educate and ensure more informed decisions are made around both our customer’s and our own carbon footprint.

Internally we use when we carry out annual staff training around Climate Change and how we can modify our behaviours to reduce our carbon footprint. During these training sessions we ask staff to calculate their Scope 3 (Travel) emissions over the last year. We take a record of those readings, and each individual is committed to reducing their Carbon Footprint by 10% per year. A successful reduction in an employee’s carbon footprint will be noted in their year-end review and count towards their social & environmental impact score, which accounts for 5% of an employees end of year performance review.

We have a firm policy internally at Flabba of all internal meetings being carried out using Video Conferencing where possible. We actively encourage working from home and we have a small retained fixed office which is only used for large scale client engagements and conferences that cannot be carried out remotely using video conferencing. We also have a strict travel policy whereby employees must provide evidenced justification for not using trains when they have to travel for work purposes.
Covid-19 recovery

Covid-19 recovery

Flabba have been instrumental in helping tackle Covid-19 both here in the UK and internationally.

For context Flabba has a set of business Workflows and Features all centred around Video Conferencing tooling. These Workflows and Features can be very quickly applied to different use cases. For the Home Office they are utilised for the processing of Digital Interviewing for the processing of Visas however we can very quickly create new solutions for different use cases because our applications are based on a modular and core architecture that support all of our solutions.

During Covid-19 we very quickly (within 6 weeks) created a Video Consultation solution, in conjunction with our client Kings College Hospital NHS Foundation Trust, to help Healthcare Clinicians and their Patients still be able to consult with one another but through the use of Video Conferencing instead of face-to-face meetings. The result of our work has been recognised by the NHS and we have been awarded an approved software supplier status on the NHS’s new framework called Digital First Online Consultation Video Consultation (DFOCVC) framework which enables the NHS to seamlessly by our solution and thereby continue to help their patient communities securely and safely.

Additionally, our solution has also been vetted and accepted by the Canadian Government Department of Health framework; Canada Health Infoway;

Our Video Interview Recruitment Management platform has also been utilised extensively both during and since we are now coming out of Covid-19 to help employers and employees rapidly and securely connect with one another. Clients of ours have experienced a 50% reduction in their usually recruitment cycle which means they are able to hire people quicker and in greater volume which is helping those affected by Covid-19 from a career/job perspective.


£450 to £550 a licence a month
Discount for educational organisations
Free trial available
Description of free trial
Full access to the service for 1 month with a restricted number of User Licences subject to agreement

Service documents

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 Tell them what format you need. It will help if you say what assistive technology you use.