D A LANGUAGES LIMITED

InterpreterView

InterpreterView is a specialist platform for the provision of on-demand video interpreting between spoken and non-spoken languages. Unlike other video platforms, InterpreterView is developed specifically with interpreting in mind, enabling more effective communication with limited-English-speaking, d/Deaf and/or hard-of-hearing users.

Features

• On-demand video interpreting
• Access to over 400 languages including BSL
• Automated systems remove need for manual operator connection
• Add participants
• Manage audio settings (mute and remove participants)
• Screen sharing
• Inbuilt chat function
• Scalable video stream
• Mobile app available for on-the-go access

Benefits

• Ensure limited-English-speakers have equity of access to public services
• Support customers’ obligations under the Equality Act 2010
• Widened access to national interpreter pools vs local in-person interpreters
• Support environmental initiatives/Net Zero by minimising interpreter travel

£0.70 a unit a minute

• Education pricing available
• 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 tenders@dalanguages.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

339598786369089

Contact

Laura Smith
+44 161 928 2533
tenders@dalanguages.co.uk

Service scope

• Software add-on or extension: No
• Cloud deployment model: Private cloud
• Service constraints: No constraints.
• System requirements: Internet access is the only requirement

User support

• Email or online ticketing support: Email or online ticketing
• Support response times: We respond to support tickets between 8am & 6pm Monday to Friday. We have a rating system on priority, with P1 being an outage that affects multiple users, P2 an outage for a single user, P3 a service degradation with no workaround and P4 a degradation with a work around. We will respond to P1 & P2 issues within 10 minutes and provide updates every 10 minutes, and P3 issues within 60 minutes.
• 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: No
• Onsite support: Yes, at extra cost
• Support levels: Our standard support is included for free as part of the service. It includes technical assistance covering set up, troubleshooting and is available by phone, email and MS Teams.; ; Our first layer of support is our application support team who operate through a ticketing system who can resolve the majority of issues raised and who have access to second and third tier support as needed.
• Support available to third parties: No

Onboarding and offboarding

• Getting started: While our system is intuitive by design, we have a ringfenced team of in-house trainers responsible for ensuring all users have the knowledge and confidence to access the service effectively from day one. ; ; This includes delivering training sessions on-site and/or remotely, including live demonstrations. We can deliver training directly to all users requiring access to the service, or on a Train the Trainer basis, in line with the Buyer’s requirements.; ; We also provide an extensive range of support materials including user guides, video walkthroughs and desk aids. ; ; We ensure the accessibility of all training materials and sessions, e.g. all documents are compliant with public sector accessibility standards and the Accessible Information Standard. We provide BSL interpreters for in-person/remote training sessions where required.
• Service documentation: Yes
• Documentation formats:
  • HTML
  • ODF
  • PDF
  • Other
• Other documentation formats: Any format required
• End-of-contract data extraction: Authorised users can extract data on a self-serve basis. Permission to do this is restricted in line with our least privilege RBAC basis. Data is by default exported directly from the system into CSV format
• End-of-contract process: There is no additional cost for any end-of-contract activity. ; ; The end of the contract will be managed in line with our documented Exit Plan.; ; At the end of the contract, we will cease to use all the customer’s data; this will be returned to the customer and then securely destroyed, followed by written confirmation to an agreed the customer’s representative that this has been done. ; ; Documents and data are destroyed in line with our Data Retention Policy. All data at rest is encrypted. When data is no longer required (such as when a file is no longer in usage), the data is erased and the key is revoked, leaving residual data irreversibly encrypted.

Using the service

• Web browser interface: Yes
• Supported browsers:
  • Microsoft Edge
  • Firefox
  • Chrome
  • Safari
  • Opera
• 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: No differences in functionality. UI tailored to optimise device usability
• Service interface: Yes
• User support accessibility: WCAG 2.1 AA or EN 301 549
• Description of service interface: The service interface is a Jira portal, although tickets can also be raised by email contact.
• Accessibility standards: WCAG 2.1 AA or EN 301 549
• Accessibility testing: We have not done specific testing with users of assistive technology, but we have ensured its WCAG 2.1 AA conformance
• API: No
• Customisation available: No

Scaling

• Independence of resources: Our system conducts automatic monitoring of system usage against server capacity (across all users). ; ; When we reach 60% of server capacity, we spin up additional servers, thereby removing the risk of system usage outweighing server capacity. Our agreement with our cloud provider enables us to spin up additional servers on an on-demand basis; this is therefore done immediately when required. ; ; InterpreterView has no request volume restrictions in place, meaning there is no queue capping or blocked calls. Our huge resilience and scalability mean that we have never hit capacity for calls.

Analytics

• Service usage metrics: Yes
• Metrics types: This includes usage data and connection time data by language/dialect, department/subdepartment/user, hour of day, day of week, week of month, month of year, etc.
• Reporting types:
  • Real-time dashboards
  • 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: Managed by a third party
• 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:
  • Physical access control, complying with another standard
  • Encryption of all physical media
• Data sanitisation process: Yes
• 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: Authorised users can extract data on a self-serve basis. Permission to do this is restricted in line with our least privilege RBAC basis. Data is by default exported directly from the system into CSV format
• Data export formats:
  • CSV
  • ODF
  • Other
• Other data export formats: Any required
• Data import formats:
  • CSV
  • ODF
  • Other
• Other data import formats: Any required

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: We commit to a 99.995% availability SLA. To help ensure we achieve this, we work to our documented Business Continuity Plan which is ISO22301:2019 (Business Continuity) accredited by UKAS-certified British Assessment Bureau. For example, our system is hosted on multiple geographically redundant servers, meaning if one fails, we maintain availability through automatic switchover to another.; ; Any contract-specific arrangements around refunds relating to this SLA would be agreed with the customer.
• Approach to resilience: Our resilience is attested by our ISO22301:2019 accreditation. Specific detail is available upon request.
• Outage reporting: We have a service availability dashboard which is accessible to registered users. This displays planned and unplanned outages and service degradations over a rolling 30 day period and show progress towards resolution for any ongoing issues.

Identity and authentication

• User authentication needed: Yes
• User authentication: Username or password
• Access restrictions in management interfaces and support channels: As per the Access Control Policy: Privileged system access is granted by submitting a request into the service management portal. Access should be restricted to authorized users only. Access to privileged systems should only be granted by the Head of Security.
• Access restriction testing frequency: At least once a year
• Management access authentication: 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: 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: Between 1 month and 6 months

Standards and certifications

• ISO/IEC 27001 certification: Yes
• Who accredited the ISO/IEC 27001: British Assessment Bureau
• ISO/IEC 27001 accreditation date: 22/01/2024
• What the ISO/IEC 27001 doesn’t cover: N/A; scope is entire organisation
• 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
• Information security policies and processes: Policies and procedures that relate to cyber security within the IT department and their operations are contained within a IT Handbook. For example, back up policy, patching policy and encryption policies. Policies and procedures relating to the wider business are containing within an Information Security Handbook. For example, password policy, clear desk policy, access control policy. Regular penetration tests are performed to ensure suitability and effectiveness of all controls. Internal audits are regularly performed alongside independent external audits to ensure continuous compliance. All internal InfoSec metrics must be reported at Board level

Operational security

• Configuration and change management standard: Supplier-defined controls
• Configuration and change management approach: All changes to applications and systems are thoroughly reviewed and impact assessed by all key stakeholders within the business. Before a change can be progressed/developed, all impacts are assessed and the change must be signed off by the appropriate members of the senior leadership team. Component tracking is through the ticket management system, Jira.
• Vulnerability management type: Supplier-defined controls
• Vulnerability management approach: We conduct annual penetration tests across all systems to ensure suitability and effectiveness of controls. Continuous scans including malware, vulnerability and secure configuration are continuously performed, utilizing specialised software - Snyk. High and critical vulnerabilities are remediated within 7 days. Other vulnerabilities are responded to based on risk.
• Protective monitoring type: Supplier-defined controls
• Protective monitoring approach: We have live alerts set up via AWS Cloud Watch, covering all security events in our software. As per the Incident Management Policy: All users, staff and contracted third parties are responsible for reporting incidents as quickly as possible. Based on the priority of the incident, service level agreements (SLAs) should be adhered to so that appropriate response and resolution times are met.
• Incident management type: Supplier-defined controls
• Incident management approach: Our incident management approach is dictated by our documented Incident Management Policy. ; ; Internal/external users are provided with details of where to report incidents. Incidents are categorised to help triage and speed up investigations. Based on this categorisation, incidents are assigned an appropriate analyst. ; ; Incidents are prioritised by the impact (how widespread the issue is) and urgency (how quickly it should be actioned). Priorities should be managed by the analyst assigned to the ticket and can be escalated or deescalated as additional context becomes available, according to the Incident prioritisation configuration. ; ; Where required, incident reports are provided to agreed points-of-contact

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

  Fighting climate change

  Our service offering of on-demand video interpreting provides a greener alternative to in-person interpreting while maintaining excellent outcomes for limited-English speakers, d/Deaf and/or hard-of-hearing users. The use of remote interpreting removes the need for interpreter travel and related carbon emissions; each assignment conducted via video rather than face-to-face saves 17 car miles on average. This supports customers in achieving their environmental and Net Zero objectives.; ; Furthermore, DA Languages is an ISO14001-accredited industry leader in ESG and fighting climate change. We have published our Carbon Reduction Plan and have set a Net Zero target of 2030. This provides customers with assurance of environmental best practice throughout their supply chain.

Pricing

• Price: £0.70 a unit a minute
• Discount for educational organisations: Yes
• Free trial available: Yes
• Description of free trial: Full functionality within an agreed usage limit, to be agreed with the Buyer.

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