Wordskii Labs

Wordskii API

Our Wordskii API is designed to streamline access to multilingual communication across all your customer facing systems

Features

• Automate the process to book an interpreter using existing systems.
• On-demand and pre-booked language support in 450 languages/dialects including BSL
• Access to interpreters via face-to-face, video and telephone available 24/7/365
• Automated intelligent allocation of bookings for faster booking confirmations
• Ai booking algorithm matches linguists to bookings considering specified requirements
• Real-time management reporting for authorised users
• Oversight of all bookings
• Simplified implementation, reducing change management required for staff users
• Extensive training and support available

Benefits

• Enable significant process efficiencies through interoperability of systems
• Reduce service user DNAs and late cancellation charges
• Assured access to high quality language support
• Save money on interpreting costs
• Enable equity of access to services, ensuring language support availability
• Reduce staff admin through streamlined processes
• Improved service user experience

£1,000 an instance

• Education pricing available

Service documents

• Pricing document

  PDF

• Skills Framework for the Information Age rate card

  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 gcloud@word360.co.uk. Tell them what format you need. It will help if you say what assistive technology you use.

Framework

G-Cloud 14

Service ID

176360492675444

Contact

Kavita Parmar
0121 5541981
gcloud@word360.co.uk

Service scope

• Software add-on or extension: No
• Cloud deployment model: Private cloud
• Service constraints: No
• System requirements: No specific requirements

User support

• Email or online ticketing support: Email or online ticketing
• Support response times: Our support service is available by phone or email Monday to Friday 8am - 5.30pm.
• User can manage status and priority of support tickets: Yes
• Online ticketing support accessibility: WCAG 2.1 AA or EN 301 549
• Phone support: Yes
• Phone support availability: 24 hours, 7 days a week
• Web chat support: Yes, at an extra cost
• Web chat support availability: 9 to 5 (UK time), Monday to Friday
• Web chat support accessibility standard: WCAG 2.1 AA or EN 301 549
• Web chat accessibility testing: The web chat within the software is provided by a specialist chat supplier and accessibility modes including screen reading, easy read, reading mask, contrast adjustments and other settings are available within the solution.
• Onsite support: No
• Support levels: To actively manage delivery of our service, Word360 have a comprehensive support infrastructure designed to support client needs:; • 24-hour customer service helpdesk accessed by freephone phone number for all queries with direct access to relevant teams (e.g.IT/Finance) and triaged via case management. ; • Head office hours: 8am-5:30pm Monday-Friday and out of hours manned support desk.; • Customer Service Team ; • 24/7 live operator support for telephone and video interpreting services, ensuring users always have assistance connecting with an interpreter.; • Duty manager available 24/7 to ensure escalated queries are handled promptly.; • IT support Service Desk resolving critical issues <2 hours and non-critical <24 hours.
• Support available to third parties: Yes

Onboarding and offboarding

• Getting started: Our experienced team work with customer Tech Teams to efficiently integrate the API seamlessly into the local solution, creating a bespoke implementation plan which streamlines the on-boarding process and is tailored to local requirements including IT infrastructure and data configuration requirements. ; ; User training will be provided to enable users to confidently use the service. Following implementation, comprehensive training materials are available online to support ongoing training requirements.
• Service documentation: Yes
• Documentation formats:
  • HTML
  • ODF
  • PDF
• End-of-contract data extraction: At the end of the contract, a request can be made to our IT Support team to extract data.
• End-of-contract process: Data will be maintained for 90 working days following the termination of the contract. The data will be anonymised after 90 working days of contract termination.

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: No
• Service interface: No
• User support accessibility: WCAG 2.1 AA or EN 301 549
• API: Yes
• What users can and can't do using the API: This service is only delivered through an API. All actions are available through the API.
• API documentation: Yes
• API documentation formats: Open API (also known as Swagger)
• API sandbox or test environment: Yes
• Customisation available: Yes
• Description of customisation: The APIs end points are not customised however the data transferred through the API are open for input.

Scaling

• Independence of resources: The service is hosted by a highly scalable cloud based infrastructure that auto scales the infrastructure based on the usage. This guarantees the solution scale with the usage without service interruptions.

Analytics

• Service usage metrics: Yes
• Metrics types: Usage of the service by each type of service. This will include ; - Telephone Interpreting; - Video Interpreting; - Face to Face Interpreting; as determined by the service scope.
• Reporting types: Reports on request

Resellers

• Supplier type: Not a reseller

Staff security

• Staff security clearance: Other security clearance
• Government security clearance: Up to Baseline Personnel Security Standard (BPSS)

Asset protection

• Knowledge of data storage and processing locations: Yes
• Data storage and processing locations: European Economic Area (EEA)
• User control over data storage and processing locations: No
• Datacentre security standards: Complies with a recognised standard (for example CSA CCM version 3.0)
• Penetration testing frequency: At least once a year
• Penetration testing approach: ‘IT Health Check’ performed by a Tigerscheme qualified provider or a CREST-approved service provider
• Protecting data at rest:
  • Encryption of all physical media
  • Other
• Other data at rest protection approach: Data protected using AES-256 encryption at rest.
• Data sanitisation process: Yes
• Data sanitisation type: Explicit overwriting of storage before reallocation
• 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: A request can be made to our IT Support Team to extract the data at the end of the contract.
• Data export formats:
  • CSV
  • Other
• Other data export formats: XLSX
• Data import formats:
  • CSV
  • ODF
  • Other
• Other data import formats:
  • XML
  • TSV

Data-in-transit protection

• Data protection between buyer and supplier networks:
  • TLS (version 1.2 or above)
  • Other
• Other protection between networks: The data is protected by encryption at rest and encryption at transit.Meets all the guideline requirements of UK Data Protection act of 2018 and European GDPR.
• Data protection within supplier network:
  • TLS (version 1.2 or above)
  • Other
• Other protection within supplier network: > Encryption at rest using AES-256.; > Accounts requiring Multi Factor Authentication (MFA).; > ISO and Cyber Essentials Plus Audit Annually.; > Annual Penetration Testing

Availability and resilience

• Guaranteed availability: 99.5% uptime
• Approach to resilience: Available on request
• Outage reporting: Email alerts

Identity and authentication

• User authentication needed: Yes
• User authentication:
  • 2-factor authentication
  • Other
• Other user authentication: A web portal is provided for booking management and service delivery is available. The staff are authenticated using a username and password followed by a 2FA verification.
• Access restrictions in management interfaces and support channels: Access is restricted using a username and password authentication and multi factor authentication. New users added to the account will require approval from the Admin or Word360 staff to gain access to the software.
• Access restriction testing frequency: At least once a year
• Management access authentication:
  • 2-factor authentication
  • Other
• Description of management access authentication: The user accounts are required to have a 2 FA. Invalid login attempts are restricted to 5 attempts before the authorisation service lock any further attempts for login.

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: User-defined
• How long system logs are stored for: User-defined

Standards and certifications

• ISO/IEC 27001 certification: Yes
• Who accredited the ISO/IEC 27001: Certified International Systems
• ISO/IEC 27001 accreditation date: 19/07/2019
• What the ISO/IEC 27001 doesn’t cover: All the services are covered under ISO 27001
• ISO 28000:2007 certification: No
• CSA STAR certification: No
• PCI certification: No
• Cyber essentials: Yes
• Cyber essentials plus: Yes
• Other security certifications: No

Security governance

• Named board-level person responsible for service security: Yes
• Security governance certified: Yes
• Security governance standards:
  • ISO/IEC 27001
  • Other
• Other security governance standards: Cyber Essentials Plus, ISO 9001
• Information security policies and processes: Our approach to security and governance is compliance and standard driven. With our ISO 27001 and Cyber Essentials Plus certification we have well defined structure to our approach of security governance. Privacy by design is a guiding principle in our approach to developing solutions along with compliance with UK Data Protection regulation.; ; Word360 follows the security policies and process defined under ISO 27001 and Cyber Essentials Plus. Outside these standards the business complies with the Data Protection Regulation in the UK and EU.

Operational security

• Configuration and change management standard: Conforms to a recognised standard, for example CSA CCM v3.0 or SSAE-16 / ISAE 3402
• Configuration and change management approach: The change management process within Word360 is implemented following the SCRUM framework. The changes are audited and reviewed through a maker-checker model. All the changes start with a requirement analysis which is followed by requirements documents before the change is implemented. All changes follow a Development -> Testing -> User Acceptance Testing before it is implemented in the live environment. Business users perform User Acceptance Testing to confirm the changes' adherence to business requirements.
• Vulnerability management type: Conforms to a recognised standard, for example CSA CCM v3.0 or SSAE-16 / ISAE 3402
• Vulnerability management approach: Word360's vulnerability management process is Risk-Based. Every vulnerability is assessed individually and a risk classification assigned. Risk classification is performed based on the impact the vulnerability has on the assets including data and potential for the escalation of the vulnerability. Critical and High priority vulnerabilities are patched within hours and medium/low vulnerabilities assessed based on their potential for escalation. The applications are pen-tested annually which will generate a detailed report. Application is regularly monitored by a Web Application Firewall (WAF) and the network is monitored using Fortigate firewall that will produce logs and alerts based on the network activities.
• Protective monitoring type: Conforms to a recognised standard, for example CSA CCM v3.0 or SSAE-16 / ISAE 3402
• Protective monitoring approach: Web Application Firewall(WAF) monitors the web application for potential compromises and responds to the threat. The network is protected by FortiGate Firewall, firewall will detect and respond to threats in real-time. The FortiGate threat database is updated regularly to keep up to date with the new threats. The endpoints are protected using Microsoft Defender Endpoint Protection which includes both detection and response.
• 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: Any data protection-related incidents are managed through the DPO inbox. Other security-related incidents are managed through the IT Support inbox. Both these sources of incidents are managed on a breach log.

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: No

Social Value

• Social Value:

  Social Value

  • Fighting climate change
  • Tackling economic inequality
  • Equal opportunity
  • Wellbeing

  Fighting climate change

  Word360 is committed to achieving Net Zero emissions by 2045 for emissions scopes 1, 2 and 3. This includes our commitment to becoming a paperless business by 2025. ; ; Our proprietary Wordskii booking management software provides a digital single service solution for the end-to-end management of all services, removing the requirement for our customers to print paper forms/guidance, and providing access to digital interpreting services.; ; Our telephone and video interpreting solutions support pre-booked and on-demand requirements. Using robust and reliable remote interpreting solutions, customers can confidently transition to a digitally enabled service delivery model, also removing travel emissions generated from face-to-face bookings.; ; To increase access to remote interpreting at the point of need, our Wordskii-on-Wheels provide a dedicated tablet device on wheels, enabling easy access and an enhanced service user experience for planned/on-demand interpreting. We co-produce bespoke guidance and training materials with customer teams to support rollout and a transition to remote interpreting. ; ; Where travel is required, we are committed to encouraging use of public transport including cycle to work schemes for Head Office Employees, journey planning support and carpool initiatives. To minimise business travel and associated emissions, we actively promote the use of MS Teams for conducting meetings whenever appropriate.

  Tackling economic inequality

  We deliver social value as a language services provider, working within local communities to create economic impact by widening access to work and training opportunities for linguists.; ; A key aspect of our service delivery model is creating job opportunities to ensure we meet local service demand which is supported by our local people for local jobs initiative. Our inclusive recruitment processes offer a best practice experience and ensures vacancies are advertised widely (e.g. job centres, local community organisations, local press/radio), leveraging local talent and fostering community engagement.; ; Word360’s commitments also target those who are often long-term unemployed or furthest from work opportunities including apprenticeships and work placements, flexible working opportunities and commitment to the continued professional development of the linguists we work with.; ; As a global language training centre for Diploma in Public Sector Interpreting (DPSI) and ESOL, we support delivery of a continuous flow of skilled linguists and recruitment, through training and upskilling of new local candidates for rare or emerging languages.; ; We are an accredited living wage employer ensuring linguists receive fair pay and our prompt payment promise means linguists are always paid within 30 days.

  Equal opportunity

  Our Equality and Diversity and Recruitment policies stipulate that there must be no discrimination due to age, disability, sex, sexual orientation, gender reassignment, pregnancy, race, religion, or belief. We are committed to providing and promoting equal opportunities for all in recruitment, employment, training, and development.; ; The results of our policies are evidenced by our rich diversity of employees:; • Word360 is a 51%+ female owned SME; • Our board of directors are 75% Female Board; • Our workforce is 66% Female and LGBTQ; • 31%+ of employees come from BAME background across 15 nationalities; • We worked with Unlock to employ 2 ex-offenders; ; One key area of focus is disability. We are proud to be a Disability Confident employer. We believe in and follow the Social Model of disability and the cultural model of Deafness.; ; Our linguists, staff and technology reflect the diverse service users with whom we work. We engage with Patient Participation Groups, Health Watch and disability groups to understand their needs and how our services are responding. ; ; Our social prescribing service takes this one step further and delivers social value via initiatives including health coaching to service users in local communities whose first language is not English. Free, multilingual resources promote targeted messages to promote different health topics across the community. These resources account for the varying needs of people with the same language but different cultural backgrounds. Beyond simple translations, this material is localised and culturally sensitive to the needs of different community groups.

  Wellbeing

  Linguist wellbeing is a priority for Word360 and our comprehensive support promotes health, mental and financial wellbeing. This reflects potential for vicarious emotional trauma of the subject matters linguists may encounter, provides a safe and supported working environment, and ensures Word360 is a language agency of choice for linguists.; ; To promote financial wellbeing, we offer flexible working arrangements and operate a fair allocation pledge enabling all linguists fair opportunity to accept bookings. Word360 are an accredited Living wage employer, supporting cost of living pressures and offering linguists fair pay for each assignment. Our prompt payment promise supports linguist’s financial wellbeing, enabling them to plan and manage their finances. ; ; To ensure wellbeing and safety of linguists and reflecting the 24/7/365 nature of our services, our Lone Working Policy details the necessary steps to ensure safety when working alone. The Wordskii platform includes functionality to monitor linguist attendance and our Customer Service Team engage with Linguists to make ‘Safe and Well’ contact when required.; ; To support the mental wellbeing of our linguists we deliver decompression sessions with client partners, who provide psychological support if required after a distressing assignment. We have two in-house Mental Health First Aiders and a Wellness Manager to support linguists and promote mental wellbeing. ; ; Despite the ‘remote’ nature of their role, we provide multiple channels to engage with our linguists and to obtain their feedback about assignments, Word360 processes and ways of working. We provide guidance to new linguists to support them to understand their self-employed employment status and how to ensure prompt payment when working with Word360, supporting financial wellbeing. Our training programme supports linguist wellbeing by equipping them with the knowledge and skills they need to confidently work in different public sector environments.

Pricing

• Price: £1,000 an instance
• Discount for educational organisations: Yes
• Free trial available: No

Service documents

• Pricing document

  PDF

• Skills Framework for the Information Age rate card

  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 gcloud@word360.co.uk. Tell them what format you need. It will help if you say what assistive technology you use.