Cortex is NEC's Integrated Command & Control System (ICCS). The Cortex ICCS enables rapid communication by bringing together radio (marine, UHF, VHF, TETRA and LTE), telephony, CCTV, access control, alarms and more. This helps you do the things you do every day more efficiently.


  • Simultaneous access to ESN & Airwave TETRA
  • Integrated 999/101 call taking facilities for users
  • Higher configurable user interface to meet individual needs
  • Based on a per workstation model, allowing unlimited registered users
  • Proven integrations to 3rd parties, including CADs, Voice Recorders
  • High availability


  • Unified view of multiple communication channels into a single view
  • Address individuals needs for the user interface
  • Quick easy implementation of mission critical control room solution
  • Rich integrations to other systems, saving on re-typing of information
  • Choice of on or off-premise hosting


£180 a device

Service documents

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G-Cloud 13

Service ID

2 5 5 4 7 0 4 9 1 7 4 6 3 2 1


Telephone: 07852 936231

Service scope

Software add-on or extension
Cloud deployment model
Hybrid cloud
Service constraints
Constraints might include planned maintenance arrangements or support being limited to specific hardware configurations.
• Some features require an onsite Radio (TETRA – Airwave) connection or ESN/LTE (DNSP connectivity)
• The service is compatible with a number of telephony switches including Avaya Aura, Cisco Finesse and Unify. A full compatibility list is available upon request.
• The workstation client is compatible with Windows 10 operating systems.
• Some features will require connectivity to on-site systems
• Service Desk support is currently 09:00 to 17:00 on working days. 24/7 Cover for P1/P2 faults is provided with the Advanced package
System requirements
  • Compatible with Windows 10
  • Requires integration to on-site Radio systems
  • Requires an on-site telephony switch
  • Antivirus software must be installed on client workstations
  • Client workstations must meet a minimum specification
  • A headset must be provided by the customer
  • Workstation peripherals should be provided by the customer

User support

Email or online ticketing support
Email or online ticketing
Support response times
Response times are agreed in Service Level Agreements, and are based on the operational impact of the call (call prioritisation). The higher the prioritisation the faster the response.
User can manage status and priority of support tickets
Phone support
Phone support availability
9 to 5 (UK time), Monday to Friday
Web chat support
Onsite support
Onsite support
Support levels
Normal Support Hours are Monday-Friday 09:00-17:30 excluding bank holidays. 24/7 support for P1/P2 graded incidents is provided for customers on the Advanced package
Support calls can be logged via online, telephone or email. Upon receiving a support call it will be prioritised as below:
• P1 (Critical), total system failure.
• P2 (High), some parts of the service are non-functional.
• P3 (Medium), system is available at the expense of some inconvenience.
• P4 (Low), majority of users are able to use the solution to fulfil core business process
• Service Request, advice and guidance.
The NEC Service Desk will attempt to resolve issues at first contact. Where not possible, the issue will be escalated to the appropriate technical team.
NEC will use reasonable commercial endeavours to provide resolution, obviation and/or mitigation in relation to support calls logged by the client in accordance with following target timescales (response/resolution during contracted support hours):
• P1 - 15 hours / 5 hours.
• P2 - 15 minutes / 8 hours.
• P3 - 2 hours / 2 days.
• P4 - 2 hours / 5 days.
• Service Request - none / none.
Support available to third parties

Onboarding and offboarding

Getting started
Training on our CRM solution can be managed by individual courses, or integrated combined courses.
A Requirements Scoping meeting will ensure requirements are understood and met, and an individual training plan will be created to meet specific customer requirements including number of people for training, on-site or off-site training, phased training and train-the-trainer course options.
Training comes in 3 courses for each part of the solution:
• Train the Trainer – intended to pass knowledge and understanding to the customers’ own training department for onward cascading to emergency control room staff.
• Administration Training – Intended for staff who will be maintaining the system, and not for general operator or supervisor access. This course covers access and permissions rights of users/workstations and may be dependent upon the services required by each customer.
• First Line Maintenance – Covering replacement of hardware, due to damage or failure, in order to get the workstation position back to operational usage as soon as possible. This will generally include the physical connections of the workstation into existing interdependent services (Bulk Recording facilities, Telephone Switches). The course will also cover routine maintenance for parts of the service which are not NEC-hosted.
Service documentation
Documentation formats
End-of-contract data extraction
A copy of the ICCS databases will be made available upon request.
End-of-contract process
When a Customer leaves the service, we will develop an Off-boarding Plan. The level of Off-boarding support provided will depend upon the Service Tier provided but as a minimum, this will include:
A telephone or onsite meeting to agree with the Customer:

- Off-boarding and migration planning and process
- Key contacts and points of escalation for both organisations
- Return of any specific documentation
- Outline plan including timescales

Meetings and ongoing support beyond the initial meeting are not included within the services pricing, but can still be provided within the rate card. A quote can be provided at request.

Upon agreeing an Off-boarding plan, the hosted and site environment will be decomissioned. Any customer on site hardware remains their property however any applications software provided as part of the service provided will be removed.

A period of seven days is provided after the contract has ended before the service is disabled and a further grace period of twenty-one days during which data is available.

We are able to discuss specific requirements if the customer needs alternative / longer arrangements for off boarding. Any associated costs with end of contract activities will be based on NEC SFIA Rate Card.

Using the service

Web browser interface
Application to install
Compatible operating systems
Designed for use on mobile devices
Service interface
User support accessibility
None or don’t know
What users can and can't do using the API
Multiple interface mechanisms are provided for interaction to third systems, including:
• CRS interface – A proprietary XML interface that allows agreed third parties (typically Command and Controls, Voice recorders) to receive call and other operator activity information from the SICCS. It also supports inbound requests to dial telephone numbers and set up point-to-point calls.
• D20 interface – An XML interface enables agreed third parties to access Airwave/ESN (when available) features via the Data Gateway.
The interface specifications are freely available to other relevant suppliers.
API documentation
API documentation formats
API sandbox or test environment
Customisation available
Description of customisation
The User interface can be customised by individual users to alter the layout, themes and widgets displayed on the UI. Customisations are available from within the UI menu.


Independence of resources
The service is deployed with resources available for the maximum consecutive users. If additional resources are required for new users then they will be provisioned before the users are added to the system.


Service usage metrics


Supplier type
Not a reseller

Staff security

Staff security clearance
Conforms to BS7858:2019
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
Less than 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
Data sanitisation process
Data sanitisation type
Explicit overwriting of storage before reallocation
Equipment disposal approach
In-house destruction process

Data importing and exporting

Data export approach
Exporting user data is only available upon request. Depending on the required data and its source location this may incur additional service charges based on our rate card.
Data export formats
Data import formats

Data-in-transit protection

Data protection between buyer and supplier networks
  • Private network or public sector network
  • IPsec or TLS VPN gateway
Data protection within supplier network
  • TLS (version 1.2 or above)
  • IPsec or TLS VPN gateway

Availability and resilience

Guaranteed availability
The Service is typically provided at 99.9% availability.
SLAs are agreed and detailed specific to each customer project scope and requirements.
Approach to resilience
This information is available upon request and is covered during the solution scoping exercise
Outage reporting
Known outages will be communicated to the customer via email. Unknown outages will be communicated by email when they occur and after they are resolved.

Identity and authentication

User authentication needed
User authentication
  • Dedicated link (for example VPN)
  • Username or password
Access restrictions in management interfaces and support channels
Usernames and Password authentication is used to restrict access to management and support resources.
Access restriction testing frequency
At least once a year
Management access authentication
  • Dedicated link (for example VPN)
  • 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
No audit information available
How long system logs are stored for
At least 12 months

Standards and certifications

ISO/IEC 27001 certification
Who accredited the ISO/IEC 27001
ISO/IEC 27001 accreditation date
07/06/2021; valid until June 2024. Certificate IS 598449.
What the ISO/IEC 27001 doesn’t cover
The NEC Information Security Management System (ISMS) is registered to ISO 27001:2013 and therefore audited by BSI at least annually. All NEC staff are required to comply with the ISMS.
ISO 28000:2007 certification
CSA STAR certification
PCI certification
Cyber essentials
Cyber essentials plus
Other security certifications
Any other security certifications
Cyber Essentials Plus

Security governance

Named board-level person responsible for service security
Security governance certified
Security governance standards
ISO/IEC 27001
Information security policies and processes
All of our services and processes are carried out in compliance with our ISO27001:2013 certified Information Security Management System (ISMS). The ISMS is supported by a comprehensive set of standards and policies. All staff undertake mandatory annual security and data protection awareness training to ensure they are familiar at all times of the importance of operating in a secure manner and of the policies in place.
The NEC Senior Information Risk Owner (SIRO) operates at board level and has overall responsibility and accountability for all aspect of security governance. The SIRO is supported by an Information Security Steering Group (ISSG) which is headed by the Security Director and has representatives from all areas within the organisation. The ISSG is responsible for agreeing policies with the SIRO and ensuring they are implemented across the business.
An operational Security Working Group (SWG) is responsible for managing any incidents that may occur and in an advisory capacity to provide advice and guidance to the organisation.

Operational security

Configuration and change management standard
Supplier-defined controls
Configuration and change management approach
We have an ISO20000:2018 certified service management system. The components of the service are created as Configuration Items and added to our Configuration Management Database when the Change Request has been completed. As part of the Change Management Process, when future Changes affect the components our CMDB is updated accordingly throughout the lifetime, up to and including decommissioning and disposal.
We hold a weekly Technical Change Advisory Board, which is attended by at least one member of the Security Team, who will assess any security implications.
Vulnerability management type
Supplier-defined controls
Vulnerability management approach
NEC use a vulnerability scanner to complete monthly vulnerability scans on all internet facing services for hosted solutions. This scans all systems visible to identify any new IP hosts, IP services, software flaws, configuration errors and information disclosure that may arise and expose sites to external attack. A report is produced and vulnerabilities managed through to resolution by the NEC InfoSec Team. The perimeter network is also subject to an annual external assessment as part of the NEC Cyber Essentials Plus certification.
Nessus vulnerability scans are run by the NEC InfoSec Team to identify software vulnerabilities on the hosted solution.
Protective monitoring type
Supplier-defined controls
Protective monitoring approach
We use a protective monitoring tool to identify potential compromises. We have a team of Security Administrators who regularly review the audit logs and take relevant action.
When a potential compromise has been identified, it is reviewed by the Security Team and an investigation is carried out. This may result in a Major Incident or a Service Change being raised, and these are managed in accordance with the relevant process.
Speed of incident response is dependent on the severity, any critical incidents are prioritised and an emergency remedial plan will be put in place.
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
Incident Management is part of our ISO20000:2018 certified Service Management system.
All incidents are handled within the same process. Users report incidents through the Service Desk, and a Security Incident document is then raised. This is reviewed by the Security Team and is managed in accordance with the Incident Management Process.
At regular times Incident Reports are provided to the user, and once the Incident is closed a full report is produced which is used to identify any lessons learnt.

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

Social Value

Fighting climate change

Fighting climate change

NEC has committed to being Net Zero by 2030. We project our carbon emissions will reduce by 50% from our baseline by 2026.
We have implemented a multitude of initiatives to support this:
• Appointing an Environmental Manager and Environmental Champions.
• Successfully obtaining certification for and implementing ISO14001:2015 Environmental Management System (EMS).
• Developing a Carbon Reduction Plan, which is published on our website and an Environmental Strategy.
• Maintaining an Environmental Aspect and Impact Register (down to site level) through which to capture elements of our operating practices which could negatively impact the environment.
• Working with government accredited consultants to understand environmental impact and using outputs to inform future improvement activities.
• Collaborative activities to influence customers, supply chain partners and employees.
Specific initiatives applicable to our contract delivery approach include:
• Energy used on the contract will be from green energy sources.
Business travel will reduce where possible through utilisation of technology such as:
• Video conferencing.
• Sharing documents.
• Conference call facilities.
• Working from home/flexible working arrangements.
• Approval controls in place for commercial flights.
• Use of environmentally friendly data centres.
Our Environmental Policy objectives, relevant to the contract include:
• Meeting all relevant legal requirements and monitoring our compliance.
• Minimising our environmental impacts for the life cycle (including disposal) of work equipment and other physical assets under our control.
• Demonstrating efficient use of energy, water, and other natural resources.
• Maximising opportunities to minimise our waste by reusing or recycling waste, where practical.
• Ensuring our supply chain is aware of our environmental policy and our commitment to ensuring its effective implementation.
• Increasing environmental awareness and commitment amongst colleagues through training and briefings.
Continuing to identify opportunities to improve our environmental performance through clear objectives, plans and targets.
Covid-19 recovery

Covid-19 recovery

Since the emergence of Covid-19 as a global health crisis, we have supported our customers and the local communities they serve to adapt to the challenges posed by the pandemic. As a supplier of software and services to the public sector, this has included rapid development and deployment of software solutions to enable the efficient and effective delivery of new government schemes and changes in legislation, such as provision of Test and Trace Support Payments and new hospitality sector licensing requirements.
Initiatives we have implemented to support the policy outcomes include:
• Increasing our pre-pandemic workforce numbers through recruitment of an additional 250 UK based roles, many of whom were unemployed following redundancy from other sectors such as hospitality.
• Re-training and redeploying temporarily displaced colleagues rather than imposing redundancies or taking advantage of the furlough scheme.
• Commitment to investing over £400,000 in training and apprenticeships.
• Working collaboratively with customers to introduce new ways of working.
• Delivering community based social value through donations in kind to voluntary sector organisations impacted by the pandemic.
As part of our response to the pandemic we invested in and introduced several initiatives and workplace adaptations to protect employee health and safety, including:
• Introducing wider use of remote and flexible working, including making additional allowances for those caring for young children.
• Enhancing office safety, including installing sanitising stations, hygiene screens and digital thermometers.
• Increasing the frequency of colleague communications, with a focus on provision of mental health support and reducing the risks of isolation/loneliness.
• Providing all employees with free access to additional specialist resources, including 24x7 counselling and mental health services.
Tackling economic inequality

Tackling economic inequality

We recognise the expertise, innovation and value that can be gained from having a diverse supply chain and providing all suppliers with a fair and equal opportunity to become suppliers to us and our customers. We operate openly and transparently to enable this collaboration with third-party suppliers including large enterprises, sub-contractors, SMEs, VCSEs, mutuals and social enterprise organisations.
Additionally, we are committed to nurturing new and existing talent and creating a sustainable learning and development culture, equipping our staff with the appropriate skills, knowledge and processes so the company continues to deliver innovative, industry leading solutions.
Processes and practices we have adopted to tackle economic inequality include:
• Using outcome-based specifications and co-design methods to encourage suppliers, communities, users and third sector organisations to collaborate and propose solutions based upon end user requirements, rather than being prescriptive.
• Advertising supply chain opportunities openly and always operating transparently.
• Including modules covering anti-bribery and corruption, whistleblowing, equality and diversity in our all-colleague compulsory Annual Compliance Training.
• Having policies and operating practices that support effective supply chain relationships through fair selection and responsible management. For example, only flowing down appropriate contract terms.
• Paying at least 95% of all invoices within agreed terms and agreeing to reduced payment terms for SMEs and subcontractors.
• Never deducting sums from payments as a charge for remaining on our supplier list.
• Investing in new jobs and training opportunities through an active Apprenticeship scheme.
• Creating opportunities for career progression and investing in reward and recognition initiatives that support employee retention.
• Following the foundational principles of the Good Work Plan in respect of employee satisfaction, fair pay, well-being and safety, career progression, voice, and autonomy.
• Having appropriate controls in place to mitigate cyber security risks.
Equal opportunity

Equal opportunity

We want to be an employer of choice for people of all backgrounds, regardless of sexuality, disability, nationality, race, gender or religion. We are committed to ensuring workers either directly employed or employed within our supply chains are treated fairly, humanely, and equitably.
To encourage a diverse and varied workforce our approach to equal opportunity includes:
• Ensuring job adverts reach a diverse audience, including utilising job sites which encourage interest from disadvantaged and Black, Asian and Minority Ethnic (BAME) groups.
• Inclusive and accessible recruitment practices, supporting candidates with disabilities through provision of supportive technology and/or changes to working practices.
• Collecting, analysing and senior reporting of equality and diversity data obtained during recruitment activities.
• Making appointments on the grounds of selecting the most suitable candidate for the post.
• Gender-neutral role definitions.
• Ensuring policies and employee communications promote respect and equality for all.
Other activities supporting equal opportunity within the workforce include:
• Tackling gender pay gap, through annual audits. Women now comprise over a third of our leadership team, including our Chief Executive.
• Compliance with Modern Slavery Act 2015 and 9 core principles of Ethical Trading Initiative Base Code.
• Ensuring effective controls are in place to mitigate and manage risks of exploitation within the supply chain, including supplier questionnaires and evidence requirements.
• Provision of appropriate channels for colleagues to have an effective voice, such as our Employee Steering Group.
• Investment in workforce development and training, including an active Apprenticeship and Graduate Recruitment programme.
• No use of zero hours contracts or fire and rehire practices.
• Being a Real Living Wage Employer.
• Flexible working practices.
• Transparent and structured promotion, pay and reward processes.
• Senior level sponsorship at board level supporting and promoting equal opportunity beyond basic statutory requirements.


Physical Fitness and Mental Stability is one of our sustainable development goals.
Our approach to supporting good health and wellbeing which will be applicable to the contract workforce includes:
• Providing employees with free and confidential access to specialist resources 24x7, including counselling and mental health services through our Employee Assistance Programme.
• Providing private healthcare cover for employees. Cover includes Doctor at Hand service to provide employees with fast and convenient access to advice, assistance and medical treatment, GP appointments anytime and anywhere.
• Maintaining compliance with the six standards of the Mental Health at Work commitment and a dedicated module to promote health and wellbeing as part of our all-colleague compulsory compliance training.
• Accommodating workplace adjustments, such as supportive technology for those with a disability or health condition.
• Encouraging good physical health by providing discounted corporate gym membership over 3,300 participating gyms through our employee GymFlex scheme.
We incorporate national health and wellbeing campaigns within our communications calendar, raising employee awareness and signpost to useful support pathways. Our 2022/23 calendar include raising awareness of the following nationally recognised campaigns:
• Stress Awareness Day.
• Mental Health Awareness week.
• World Menopause Day.
• National Eye Health week.
• World Diabetes Day.
• Stress Awareness Month.
• Suicide Prevention Day.
• Men's Health week.
Within one of our acquired businesses, we have Mental Health First Aiders who have trained to spot signs of mental ill health and provide early support for colleagues who may be developing a mental health issue.
Supporting employee health and wellbeing is underpinned by clear action plans for improvement and several Human Resources policies, such as our:
• Health and Safety Policy
• Alcohol, Drugs & Solvent Abuse Policy
• Menopause Policy
• Absence Policy
• Flexible Working Policy
• Gender Reassignment Policy.


£180 a device
Discount for educational organisations
Free trial available

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.