Involve Visual Collaboration Ltd

Involve Interpreter

Spoken language interpretation support for Deaf BSL users and lip readers with a range of reliable, remote video communication services. We do this using the best in class video technology to give all our customers access to UK based, qualified specialist language professionals using our safe and secure video portal.

Features

• Portal and service available 24/7/365
• Encrypted access to schedule and manage sessions
• Complete smart device access
• HD video conferencing service
• UKAS Approved ISO 27001 ISMS accredited service
• Qualified interpreters meeting DPSI / NRCDP registration criteria
• Both common and rare language availability
• Email, Telephone and Video Helpdesk support
• Detailed monthly reporting data where required
• Easy access via any device 24/7/365

Benefits

• User-friendly online booking system
• Flexible access to UK based, qualified interpreters
• Cost effective Pay as you go (PAYG) service
• Same day and short notice appointments catered for
• Secure, private network with WIFI, 3G & 4G connectivity
• Improved access for Deaf British sign language users
• Access to high quality Video and Audio Services
• Full training and ongoing relationship management
• Increased appointment fulfillment
• Access interpreters using any device, anywhere

£0.65 to £2.50 a unit a minute

• Free trial available

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 sales@involve.vc. Tell them what format you need. It will help if you say what assistive technology you use.

Framework

G-Cloud 13

Service ID

269342177175936

Contact

Jason Ward
03300883475
sales@involve.vc

Service scope

• Software add-on or extension: No
• Cloud deployment model: Private cloud
• Service constraints: No
• System requirements:
  • Access to a SIP; H323 or video endpoint or
  • Access to suitable desktop, tablet or mobile device
  • A stable internet connection is required

User support

• Email or online ticketing support: Email or online ticketing
• Support response times: Helpdesk is available from 07.00 to 19.00 Monday to Friday (excluding Bank Holidays). Response within 1 hour during Helpdesk hours.
• User can manage status and priority of support tickets: No
• Phone support: Yes
• Phone support availability: 24 hours, 7 days a week
• Web chat support: No
• Onsite support: Yes, at extra cost
• Support levels: The Medio.link support service is available 24 / 7 / 365 at an uptime of 99.9%. The helpdesk facility is available 07:00 – 19:00 Monday to Friday. ; The Support desk will be available for inbound support via telephone, Video and email. The Support desk will provide a three layer support system with response times defined by Involve’s SLA.; The tiered structure will provide support as follows:; 1. Tier 1 will provide support on general issues, high level fault resolution and administration around usage of the service. Any issues that are unable to be resolved at this stage will be escalated to tier 2.; 2. Tier 2 will provide support on technical issues around usage of the service and supporting end-user IT functions. Any issues that are unable to be resolved at this stage will be escalated to tier 3.; 3. Tier 3 will use Involve’s technical staff and the support of manufacturer technical support to resolve any faults or outages.
• Support available to third parties: Yes

Onboarding and offboarding

• Getting started: With additional instructions and advice via the support helpdesk
• Service documentation: Yes
• Documentation formats: PDF
• End-of-contract data extraction: On termination of contract, all customer onboarding data will be deleted or exported via csv file on request. Any conference recordings will be deleted or returned on request.
• End-of-contract process: The customer can terminate the contract with 90 days’ notice. Once the contract has ended, Involve Cloud licences will automatically terminate.

Using the service

• Web browser interface: Yes
• Supported browsers:
  • Microsoft Edge
  • Firefox
  • Chrome
  • Safari
• Application to install: Yes
• Compatible operating systems:
  • Android
  • IOS
  • Linux or Unix
  • MacOS
  • Windows
  • Windows Phone
• Designed for use on mobile devices: Yes
• Differences between the mobile and desktop service: There are no differences between the mobile and desktop service.
• Service interface: Yes
• User support accessibility: None or don’t know
• Description of service interface: 24/7 scheduling portal.
• Accessibility standards: None or don’t know
• Description of accessibility: Access to the interface is by subscription only. Only professionals and interpreters have access to the 24/7 scheduling portal. End users have access to connection links by email to the virtual meeting room or via the professional's connection.
• Accessibility testing: None, but hundreds of end users have used the email connection links easily and safely.
• API: No
• Customisation available: Yes
• Description of customisation: Re-Brand any Package with Bespoke Logo / Design / Colour

Scaling

• Independence of resources: Medio.link conferencing service is hosted and housed within the NHS N3/HSCN network ensuring guaranteed uptime of 99.9%.

Analytics

• Service usage metrics: Yes
• Metrics types: Full reports of service usage will be made available to the end-users or administrators. The reports will include service usage, endpoint usage, Platform utilisation and fault reporting.
• Reporting types:
  • Regular reports
  • Reports on request

Resellers

• Supplier type: Not a reseller

Staff security

• Staff security clearance: Conforms to BS7858:2019
• Government security clearance: Up to Developed Vetting (DV)

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: 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: In-house
• Protecting data at rest:
  • Physical access control, complying with CSA CCM v3.0
  • Encryption of all physical media
• 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: On termination of contract, all customer onboarding data will be deleted or exported via csv file on request. Any conference recordings will be deleted or returned on request.
• Data export formats: CSV
• Data import formats: CSV

Data-in-transit protection

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

Availability and resilience

• Guaranteed availability: Medio.link conferencing service is hosted and housed within the NHS HSCN network ensuring guaranteed uptime of 99.9%.
• Approach to resilience: Medio.link conferencing service is hosted and housed within the NHS HSCN network ensuring guaranteed uptime of 99.9%.
• Outage reporting: A Service Delivery manager is responsible for ensuring the Service is available and that all users are fully enabled to use the service. The Service Delivery manager is also responsible for owning and managing any open escalations regarding the platform. All service windows are kept to a minimum, will be conducted outside of core hours, and the customer notified.

Identity and authentication

• User authentication needed: Yes
• User authentication: Username or password
• Access restrictions in management interfaces and support channels: User subscription and restricted access
• Access restriction testing frequency: At least every 6 months
• Management access authentication: Username or password

Audit information for users

• Access to user activity audit information: Users receive audit information on a regular basis
• How long user audit data is stored for: User-defined
• Access to supplier activity audit information: Users receive audit information on a regular basis
• 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: UKAS Approved; Lloyds Register LRQA
• ISO/IEC 27001 accreditation date: 14/12/2019
• What the ISO/IEC 27001 doesn’t cover: Nothing
• ISO 28000:2007 certification: No
• CSA STAR certification: No
• PCI certification: No
• Cyber essentials: Yes
• Cyber essentials plus: Yes
• Other security certifications: Yes
• Any other security certifications: Cyber Essentials Plus

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: Complies with ISO27001 Information Security Management Standard

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: Complies with ISO27001 Information Security Management Standard
• Vulnerability management type: Conforms to a recognised standard, for example CSA CCM v3.0 or SSAE-16 / ISAE 3402
• Vulnerability management approach: Complies with ISO27001 Information Security Management Standard
• Protective monitoring type: Conforms to a recognised standard, for example CSA CCM v3.0 or SSAE-16 / ISAE 3402
• Protective monitoring approach: Complies with ISO27001 Information Security Management Standard
• 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: Complies with ISO27001 Information Security Management Standard

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: Yes
• Connected networks:
  • NHS Network (N3)
  • Health and Social Care Network (HSCN)

Social Value

• Fighting climate change:

  Fighting climate change

  We are committed to working towards carbon neutrality status for our operated activities nationwide, administering new approaches to maintaining our office, and promoting active and more sustainable lifestyles to our employees and customers’ ; Involve will ensure delivery of its sustainability objectives by: ; • Integrating sustainability into Involve everyday systems and processes; ; • Train Involve employees on environmental impacts; ; • Building sustainability into the refurbishment and operation of our Head Office ; • Create and promote a positive culture of innovation and sustainability. ; • Committing to and embedding ISO 14000 standards within the company ; ; The Environment:; Involve takes environmental and social responsibility seriously and is committed to developing our business towards the ‘triple bottom line’ ecological, social and economic sustainability. ; ; Prevention of Pollution and Environmental Impact: ; Involves’ aim is to operate within all applicable laws, regulations and permits and to seek cost-effective improvements. ; Involve works to continuously reduce its environmental impact. Involve will work to build up experience and a good reputation with the environment regulators with regards to control of pollution. ; ; Involve will ensure that these objectives are delivered by: ; • Continuous improvement through performance monitoring ; • Management reporting to the Executive Committee on an annual basis ; • Initiatives to reduce waste and packaging as much as practicably possible and following a recycling scheme which records disposals by type. ; • Actively seeking to reduce our carbon footprint. ; • Engagement with an electronic equipment disposal company for all our disposals that specialise in equipment remarketing, ethical disposal and environmental management. ; • Use of environmentally certified datacentre facilities. ; ; Involve aims to reduce where economically and commercially viable our environmental impact by means of energy, transport and materials efficiency, reduction of fossil fuels, waste and packaging. ; Involve is continuously improving its materials handling through waste minimisation and maximising recycling.
• Covid-19 recovery:

  Covid-19 recovery

  During the covid-19 pandemic, whilst we did for a period of time furlough some staff, we were able to retain and in fact grow our team to support the services we were delivering nationally. The services we provide, particularly of visual collaborations provided a lifeline for many of our clients, and we were able to keep ‘business as usual’ to a large extent. In the past two years we have been able to retain most of our staff, other than to natural wastage and have grown the teams working to deliver these contracts organically.; We supported some of our care home customers with iPads for their residents to maintain contact with their families and friends more easily. We also provide oximeters for one region so that residents were able to monitor their blood oxygen levels from home.; We have also been able to offer all staff flexible working arrangements where their roles do not require them to be in a fixed working environment. Staff members have been able to negotiate, agree and trial a range of working methods and times to suit their needs. ; We have ensured that any staff shielding or who have contracted the virus are fully recovered before returning to work without penalty / recourse. ; We have reduced the numbers of workers in our head office, but this has happened naturally and did not need to be enforced. Social distancing, cleaning measures have been in place and maintained since the pandemic started, and will continue for the foreseeable future in support of a healthy work environment for our staff.
• Tackling economic inequality:

  Tackling economic inequality

  At Involve we encourage charitable giving but at the same time need to protect the business from unscrupulous appeals and possible misappropriation of funds. The credentials of organisations is always checked, and all community investments and relationships must be disclosed. ; As a diverse business, it is not suitable to have a single charity partner, therefore Involve organises fundraising events and donations for a number of charities each year to help alleviate those in need. ; Involve encourages our employees to become involved in their local communities and conducts fundraising events from our offices.; ; Involve actively:; • Support recognised charities via fundraising events and activities; ; • Encourage employees to volunteer to help in local communities; ; • Appropriate engagement with local community groups; ; • Local and national sponsorship of events, employees and organisations. ; • Introduce Employer-supported volunteering (ESV) – Either paid time off to volunteer or receive TOIL (maximum 3 days per year) ; ; Involve recognises that it has an impact on every community that we operate in. This imposes a responsibility on Involve considering the impact of its business carefully. The positive impact is in terms of employment and business growth. ; Involves’ aim is to encourage young people to learn about the Technology sector from an academic and potential employment point of view. ; Involve recognises that it has a role in engaging new talent. Involve has the skill and knowledge to offer people guidance and mentoring and such opportunities should be encouraged, both internally and externally. ; Involve will ensure that these objectives are delivered by: ; ; • Providing jobs and work experience for local people. This ; also reduces our travel costs and emissions. ; • Developing modern apprenticeship schemes - we have several apprentices working across the business, one directly with this contract delivery team.
• Equal opportunity:

  Equal opportunity

  All staff employed to deliver this contract have the full commitment and assurance of the business with regards their opportunities in our employment. Our commitment to our staff is: ; • To create an environment in which individual differences and the contributions of all our staff are recognised and valued. ; • Everyone is entitled to a working environment that promotes dignity and respect of all. No form of intimidation, bullying or harassment will be tolerated. ; • Training, development and progression opportunities are available to all employees. ; • We are committed to making reasonable adjustments for disabled employees, and to reviewing any adjustments made at appropriate stages. ; • We will regularly review this Policy and all our employment practices and procedures to ensure fairness. ; • When introducing any new policies or taking decisions involving staff we ensure compliance with the Human Rights Act by testing the policies/decisions against human rights. ; • The commitment to diversity and equality in the workplace is good management practice and makes sound business sense. ; • All Managers and Supervisors involved in recruitment, selection and Appraisals will be fully trained in all aspects of fair and legal selection. ; • Statements of Main Terms and Conditions of Employment, Job Descriptions and the Employee Handbook cover working conditions and terms of employment. These are all reviewed at least annually to ensure compliance with this Policy and current legislation. ; All policy documents can be made available upon request.
• Wellbeing:

  Wellbeing

  We take wellbeing of all staff very seriously and have a well-structured policy and statement which all employees can access, and which provides written assurance and commitment to all our staff – we would be more than happy to provide a copy of this if required. ; The company have also taken the commitment further by taking up the ‘Time To Change’ pledge in 2020, and which has been a tremendous success for us, and our action plan has driven the positive action we have taken to engage staff in open conversations to reduce the stigma around wellbeing. ; https://www.time-to-change.org.uk/pledgewall/organisations/involve; We have several Mental Health First Aiders across the business, and all staff have been provided access to a confidential and voluntary app which they can use for additional counselling and mental health support. ; ; In summary our wellbeing policy and statement covers:; General provisions: including legal requirements and obligations, working time and second jobs, privacy, violence and bullying, and disability.; Avoiding absence: proactive support, sensible limits to privacy (encouraging sharing of pertinent information with key staff e.g. line managers), a healthy work environment according to each individuals' job role, ventilation and ambient temperature, health and safety.; Managing absence: Sickness or illnesses / ongoing conditions, work related or other are fully supported. Time for medical appointments, emergency dependant care, health and safety precautions, flexible hours and heavier workloads. ; Consequence of absence: Fitness for work, return to work interviews, rehabilitation, substance abuse, and deteriorating health conditions.; Disciplinary / grievance procedures: Disciplinary action and grievances.; All staff employed to deliver this service will have the full support of the business with regards their wellbeing.

Pricing

• Price: £0.65 to £2.50 a unit a minute
• Discount for educational organisations: No
• Free trial available: Yes
• Description of free trial: Short term no contract PAYG servicewith free initial testing, set up and user training.

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 sales@involve.vc. Tell them what format you need. It will help if you say what assistive technology you use.