G2 Speech UK Limited

Support services for the SpeechReport digital dictation / speech recognition software

Throughout the contract, we provide a comprehensive, fully-managed proactive service for SpeechReport, our digital dictation & voice recognition solution. This includes: project management, change management, development of integrations, installation/configuration, testing, training, floorwalking, technical support, upgrades/developments (incl. bespoke), patching, full system health check, backups/disaster recovery, contract management, business consultancy.

Features

• Project and contract management, including change management
• Development of & support for integrations and interfaces
• Installation and configuration (incl. migration from competitors’ products)
• Testing and quality assurance
• Training (incl. refresher training, new users, upgrades/new functionalities)
• Floorwalking
• Technical support (incl. software maintenance, backups, disaster recovery)
• Continuous support for server infrastructure, OS, patching, monitoring...
• Performance & ROI analyses/reviews; business analysis
• Upgrades and developments (new functionalities, incl. bespoke)

Benefits

• Ensures the good implementation of our software
• Ensures a good integration with customers' in-house systems
• Ensures the correct usage of our software by users
• Ensures the good performance of our software
• Maximises the benefits of using our software
• Adapts to customers’ changing needs, challenges and requirements
• Ensures the security of the solution

£425 to £775 a unit a day

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 tendersuk@g2speech.com. Tell them what format you need. It will help if you say what assistive technology you use.

Framework

G-Cloud 14

Service ID

276758955761218

Contact

Eve Muller
020 4566 5024
tendersuk@g2speech.com

Planning

• Planning service: Yes
• How the planning service works: G2 Speech provides a PRINCE2-accredited Project Management Team, who works collaboratively with the customer’s Project Team to successfully implement SpeechReport in the cloud. ; ; Following a project initiation meeting with the customer (during which the specific requirements of the implementation are discussed/agreed, including an analysis of the potential risks), a detailed Project Plan and Statements of Work (for individual departments’ workflow requirements) are drafted. These two documents are reviewed with all stakeholders to ensure realism and buy-in are achieved. The solution might be tweaked to ensure it fits the customer’s requirements. ; ; The implementation phase then begins, rolling out SpeechReport in one or two departments, analysing the performance in these areas, then (assisting with) rolling out to other departments (depending on the customer’s wishes). The implementation is also delivered in stages, with each stage separated by a milestone to review (against the Project Plan and the Statements of Work) and accept each stage. Documentation such as RAID logs are used to ensure the effective logging, monitoring and resolution of any risks/issues arising during the implementation. Regular project review meetings are held with the customer, and internally at G2 Speech, to support a successful implementation.
• Planning service works with specific services: Yes
• Hosting or software services the planning service works with: Our digital dictation/speech recognition solution, SpeechReport

Training

• Training service provided: Yes
• How the training service works: We provide training on the use of our digital dictation and speech recognition solution, SpeechReport, provided to customers in the cloud (public/private). ; ; This consists of training on the required functionalities of SpeechReport (used on a PC/laptop or a mobile device), and includes training for new users, refresher training, and training on any upgrade/new development/new functionality. We also train the customer’s in-house Administrators/Managers on the management of SpeechReport (e.g. management of users, templates, workflows...) and on the gathering and interpretation of statistics relating to the usage and performance of the solution. Training includes the provision of full, bespoke training documentation. ; ; Training is typically imparted in person (usually via the ‘train the trainer’ approach), onsite and/or remotely (via WebEx, MS Teams, Zoom, TeamViewer, etc.), one-to-one and/or classroom-style in groups of 6 learners. We also offer a bespoke e-learning suite of courses consisting of competency-based, interactive modules, bite-sized video tutorials and quizzes/tests on the key aspects of SpeechReport; this e-earning suite is accessible 24/7 via a link, from any location and device, or can be uploaded on the customer's LMS. ; ; In addition, SpeechReport includes an in-built help menu, which is a step-by-step guide explaining how to use every element of the platform.
• Training is tied to specific services: Yes
• Services the training service works with: Our digital dictation/speech recognition solution, SpeechReport

Setup and migration

• Setup or migration service available: Yes
• How the setup or migration service works: We use Microsoft Azure to host our cloud solutions. We offer two key cloud options: public cloud or private cloud environments. The decision on what environment to choose is based on what is the better fit for the individual organisation we provide the SpeechReport platform to.; ; For customers choosing the public cloud, we provide an installed environment which is the same for all the customers who use the public cloud; the maintenance and update of the public cloud is carried out by G2 Speech. Customers will be advised of any forthcoming update of SpeechReport; the update will be performed and managed by G2 Speech. ; ; For customers choosing the private cloud, the environment is private for each customer. The customer is in control of the solution’s updates (i.e. when they happen). G2 Speech will manage the environment and perform the updates.
• Setup or migration service is for specific cloud services: Yes
• List of supported services: Microsoft Azure (public and private cloud)

Quality assurance and performance testing

• Quality assurance and performance testing service: Yes
• How the quality assurance and performance testing works: We perform our own quality assurance and performance testing on our SpeechReport platform.; ; We work closely with all our customers to understand their changing needs and requirements, and use this knowledge to improve/develop SpeechReport. We also keep abreast of publications, events and news in our areas of expertise. ; ; G2 Speech has dedicated in-house Product Management, Quality Assurance (QA) and R&D Teams, who test and support SpeechReport, to ensure that it works to its full capacity. The teams are abreast with new technologies and standards, and follow an Agile (SCRUM) approach when implementing any improvements and changes to our solution. Our Quality Assurance (QA) Team is constantly involved in the development cycles. Initially QA defines (together with Developers) the scenarios/use cases expected, and how to test SpeechReport from an end-user perspective.; ; Our colleagues are certified/trained in: the Agile (SCRUM) methodology (for product development); ITIL (for service management); PRINCE2; MoR; MSP; SPRINT and Lean methodologies; TAP & CIPD (for training).; ; Customers can also assess the quality/performance of SpeechReport via our reporting module, G2 Analytics, which allows authorised users to gather statistics and reports on KPIs such as turnaround times, backlogs, document production, speech recognition rates, etc., including at individual user level.

Security testing

• Security services: Yes
• Security services type:
  • Security risk management
  • Security testing
  • Security incident management
• Certified security testers: Yes
• Security testing certifications:
  • CREST
  • Other
• Other security testing certifications:
  • ISO 27001:2022
  • ISO 22301:2019
  • Cyber Essentials
  • Cyber Essentials Plus
  • PCI accreditation

Ongoing support

• Ongoing support service: Yes
• Types of service supported: Hosting or software provided by your organisation
• How the support service works: We provide support for our digital dictation and speech recognition solution, SpeechReport.; ; This support includes a comprehensive, proactive fully-managed service, including:; • Project and contract management; • Development of integrations and interfaces (and on-going support) ; • Installation and configuration (including migration from competitors’ products); • Testing and quality assurance ; • Training (including training for new users, refresher training, training on upgrades/new functionalities); • Floorwalking; • Technical support (including software maintenance, backups and disaster recovery, patches) ; • Continuous support for all the server infrastructure, operating systems, monitoring, etc. ; • Ensuring the software is consistently updated with the latest security standards/patches/releases ; • Vulnerability scanning is run daily ; • Keeping track of the latest security threats ; • Monitoring by Microsoft of the physical hardware and external infrastructure of our cloud environment (to detect and mitigate, for e.g., DDOS attacks). Microsoft has preventative measures in place to fight off these kinds of attacks ; • Full system health check ; • Upgrades and developments (new functionalities); • Performance and ROI analyses/reviews; • Supporting documentation.

Service scope

• Service constraints: There are no constraints of note with regards to our service.; ; For technical support, our team is available Monday to Friday, 09:00 to 17:00, 52 weeks a year excluding bank holidays. We can provide extended support (and would provide a 24/7 emergency service for major issues as standard), but we have not yet been in a situation where customers have needed this. Customers have 24/7/365 access to our online support suite.; ; Users can still use SpeechReport during maintenance work (backups, etc.). However, we advise customers that there might be a short interruption during maintenance windows.

User support

• Email or online ticketing support: Yes, at extra cost
• Support response times: Each query/issue is given a classification relating to its urgency. Customers can assign priority levels to queries/issues. ; ; Depending on the priority category, response times are between 1 working hour (for a Priority 1 query) and 1 working day (for a simple Request for Information). Our service desk is operational Monday to Friday, 09:00 to 17:00, 52 weeks a year excluding bank holidays. We can provide extended support, including 24/7; we provide a 24/7 emergency service for major issues (e.g. system being down) as standard. Our Technical Team is available for onsite visits at short notice.
• User can manage status and priority of support tickets: Yes
• Online ticketing support accessibility: None or don’t know
• Phone support: Yes
• Phone support availability: 9 to 5 (UK time), Monday to Friday
• Web chat support: No
• Support levels: G2 Speech provide a comprehensive, fully-managed service proactively, encompassing support for all the server infrastructure, OS, software, backups, etc. ; ; We have an ITIL-aligned support system in place, including a dedicated 1st-line team, contactable using our online support suite or a dedicated telephone number. Both methods provide the customer with a unique call reference number. 2nd and 3rd-line levels are in place, ensuring tickets get the correct level of expertise applied in a timely manner to ensure adherence to the SLA. A Service Manager is in place, overseeing complex issues and providing additional structure and ownership where required; they will ensure clear communication and updates are provided, and also that tickets are updated in order to maintain accurate records. ; ; Where onsite support is required, we can do so quickly, due to having team members located across various regions within the UK. ; ; Beyond the above, a clearly documented escalation path is in place and included in the agreed SLA to ensure that our customers have the relevant contact information should they need to use it. ; ; We can also agree extended support hours with our customers, but we have not yet been in a situation where our customers have needed this.

Resellers

• Supplier type: Not a reseller

Staff security

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

Standards and certifications

• ISO/IEC 27001 certification: Yes
• Who accredited the ISO/IEC 27001: DNV GL
• ISO/IEC 27001 accreditation date: 28/05/2023
• What the ISO/IEC 27001 doesn’t cover: Nothing of note.
• 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:
  • Accredited with the Data Security and Protection Toolkit (code 8HN47)
  • Accredited with MSDN No. DS07020103
  • Accredited with HL7 0801K46
  • Registered with HSCN (code 8HN47)
  • Registered with the Information Commissioner’s Office UK
  • Registered with the Data Protection Commissioner in Ireland
  • ITK accreditation (certificate no. IAC-0058-20130328)

Social Value

• Social Value:

  Social Value

  • Fighting climate change
  • Covid-19 recovery
  • Tackling economic inequality
  • Equal opportunity
  • Wellbeing

  Fighting climate change

  G2 Speech is aware of the need to work with all our suppliers to monitor and reduce carbon emissions. Our SpeechReport solution supports our efforts in fighting climate change, as follows: ; (1) The professional services to implement and manage the solution can be provided entirely remotely, and we are working towards providing the option of a full remote implementation/management for all our contracts - that includes onboarding, customisation, integrations, installation, testing, training, technical support, contract management, reviews, upgrades, etc. Our employees do not need to travel to the customer's site (unless the customer requires it) for the whole duration of the contract. This is in addition to the solution itself being entirely electronic and accessible remotely, thus not requiring unnecessary travelling and/or printing, reducing related emissions. ; (2) Within SpeechReport, assistance is available to users via an integrated help menu, a tool which we are continuously developing; no need therefore to print paper manuals. All training documentation can be provided electronically, including user manuals. ; (3) Our cloud solution is hosted in the Microsoft Azure datacentres. This means that we would also be covered by Microsoft’s carbon emission commitments. ; (4) We are currently working with our suppliers to align our carbon emissions objectives and monitor carbon emissions. We also inform, train and incentivise all staff on our net zero efforts.

  Covid-19 recovery

  SpeechReport and G2 Speech support individuals affected by COVID-19, and assist in managing and recovering from the impact of COVID-19 in various ways: ; (1) SpeechReport can be utilised entirely remotely (at multiple locations and on multiple devices, including by those users shielding and working from home), removing the risk of virus transmission; the solution can be used to create documents on patients suffering from COVID-19, assisting with their recovery; the improved turnaround times achieved by using the solution contribute to a better provision of care to those patients. ; (2) SpeechReport can be installed and tested remotely; all training and technical support can be provided remotely. All of this reduces the necessity for us to physically access a customer site and the risk of virus transmission that this could involve (or re-contamination of those already affected by COVID-19). ; (3) We have made arrangements for our own staff to work from home: meetings conducted via Teams; in-house training imparted online… – avoiding the transmission of the virus, by reducing close physical interactions.

  Tackling economic inequality

  (1) Creating new businesses – Any new business which needs to quickly and efficiently create documentation linked to a list of patients, clients, etc. can rely on SpeechReport. ; (2) Creating new jobs – As SpeechReport reduces the time and complexity necessary to create documentation, time is released to focus on other/different tasks. For an NHS Trust, funding to pay fines incurred for late TATs can be used to hire additional clinical/admin staff. ; (3) Creating new skills – SpeechReport allows users to move from inefficient solutions/processes (e.g. analogue tapes, disparate & limited dictation/recognition solutions) to an entirely automatic workflow combining DD, SR & OT. The Structured Reporting module allows the creation of standardised clinical reports, with clinical coding added automatically, replacing any paper form. New skills are learned as users move from old work processes to new ones. ; (4) Supply chain resilience – G2 Speech provide their products and services directly, limiting the size of our overall supply chain, making it more manageable. There are no issues posed by suppliers in terms of storage and delivery, for example, as SpeechReport is our own digital product, provided remotely by G2 Speech. We have contingency plans to meet increased or unexpected demand. ; (5) Supply chain resilience & capacity – We are always looking for the best suppliers to contribute to our delivery, in particular those with a strong focus on innovation and new technologies. A stringent process assesses new suppliers, and working partnerships are established via stringent contracts. We work in close partnership with each supplier to provide modern and efficient products, with the objective of meeting customers’ requirements. and to identity and overcome common challenges. We monitor security and performance – via regular audits, reports, and meetings with suppliers. We align our policies and procedures, guaranteeing coherence and quality.

  Equal opportunity

  We support individuals with disabilities: ; (1) By providing a solution which reduces barriers for persons with disabilities; indeed, SpeechReport’s speech recognition technology allows documents to be created and navigated within entirely by voice, reducing keyboard use and thus assisting users with reduced mobility; SpeechReport includes an integrated spell checker which assists users with dyslexia; font size, screen brightness, font colour and audio levels can all be adjusted at individual user level, to assist users with visual impairments and hearing difficulties. Training on the solution can be fully adapted to users with disabilities - for example, we can provide training materials in bigger font, with training videos with sub-titles, etc. ; (2) In addition to this, the SpeechReport solution itself can be utilised by NHS Trusts and hospitals to create clinical documentation in the provision of care to disabled patients. ; (3) In addition to the above, as a company, we are aware of the barriers faced by individuals with disabilities, and endeavour to redress these in our recruitment practices and working processes – e.g. flexible working, WFH options, etc. ; ; In order to tackle workforce inequality: ; (1) We offer all our colleagues a clear progression path, with opportunities for promotion and role changes, and encouraging continual training (including through direct funding). An informal work culture allows open communication on career aspirations. ; (2) Upon starting a contract, we allocate colleagues to the contract on a rotational basis, so that everyone within G2 Speech has an equal opportunity to gain experience. ; (3) We only select and work with trusted, high-quality suppliers. We work closely, regularly meet with and monitor all our suppliers – ensuring all comply with the requirements of the Modern Slavery Act.

  Wellbeing

  We contribute to improving health and wellbeing as well as community integration, in the following ways: ; (1) SpeechReport itself can be utilised by health professionals to create clinical documentation on patients, thus supporting these patients’ health and wellbeing by contributing to their care. Due to the high-quality of SpeechReport, and as the solution is being continuously developed and improved, this impacts very positively on the quality of the care provided to patients, and therefore in the quality of life of all communities, regardless of where they are based. ; (2) Within G2 Speech, our company culture and policies have a clear focus on supporting health and wellbeing (including physical and mental health): indeed, we have open/informal lines of communication, whereby colleagues are encouraged to openly discuss any challenges they might be experiencing, and we are flexible in our working conditions so can accommodate these challenges; we aim to not impose unreasonable expectations on colleagues and include colleagues in many company decisions; we seek to monitor and address any overly negative attitudes which could be detrimental to the work environment; we regularly organise fun, spirit-lifting company activities which also include a physical element, and encourage colleagues to look after their wellbeing, e.g. take short walks at lunchtime to unwind, and during lockdown we organised a team challenge to remedy the sedentary lifestyles experienced by colleagues. ; (3) We aim to align our culture and policies with these of our customers and suppliers, thus influencing these organisations in supporting health and wellbeing within their own workforce. In particular, as SpeechReport is a very intuitive platform, this avoids stress for the users of the solution.

Pricing

• Price: £425 to £775 a unit a day
• Discount for educational organisations: No

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 tendersuk@g2speech.com. Tell them what format you need. It will help if you say what assistive technology you use.