NEC SOFTWARE SOLUTIONS UK LIMITED

NEC ResponseEye / 999Eye

NEC ResponseEye/999Eye allows an operator to send a secure one time use SMS or email to enable live video, audio and location data to be live streamed back to an operator. NEC ResponseEye/999Eye is used for 999, 101 and 111 services, and agencies interacting with the public and field teams.

Features

• No app required - works on any smart device
• Caller location via GPS coordinates
• Secure, one-time-use link sent by SMS or email
• Real-time sharing of live stream
• Maintains voice contact during session
• Still images available in lower signal coverage
• Two-way messaging
• Secure and accredited cloud-hosted service
• Displays caller location on map

Benefits

• Real-time situational awareness to promote an effective response
• No App required and no ‘footprint’ left on device.
• Provides immediate, informative data to responders
• Media is securely stored
• Media is downloadable for use with other systems
• Media can be shared with internal and external resources
• Provides dynamic location information with built-in mapping
• API available for easy integration

£1 to £5 a transaction a month

• Free trial 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 frameworks@necsws.com. Tell them what format you need. It will help if you say what assistive technology you use.

Framework

G-Cloud 14

Service ID

370166952639320

Contact

NEC Frameworks Team
07852 936231
frameworks@necsws.com

Service scope

• Software add-on or extension: Yes, but can also be used as a standalone service
• What software services is the service an extension to: Can be integrated into any 3rd-party application via API, including Computer Aided Despatch (CAD) systems
• Cloud deployment model: Public cloud
• Service constraints: Zero client install on mobile device ; Operator desktop just requires modern web browser
• System requirements:
  • Mobile device: internet connection
  • Operator position: modern web browser, internet connection

User support

• Email or online ticketing support: Email or online ticketing
• Support response times: Specific response times are in detailed in Service Level Agreements, and are prioritised based on the operational impact. Calls classified as being Critical, Major, Minor or Non Operational with support provided for Critical and Major calls provided 24x7 all year around. Support for Minor and Non Operational support is provided 09.00 to 17.30 Monday to Friday excluding public holidays.
• 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
• Onsite support: Yes, at extra cost
• Support levels: We provide support 24x7 all year round for Critical and Major incidents with a service restoration target of 4 and 8 hours respectively. Support for Minor incidents is provided 09:00 to 17:30 Monday to Friday excluding Public Holidays with a service restoration target time of 48 hours. Our service is designed to provide an availability of 99.5% measured on a monthly basis. The service is provided by highly skilled team of engineers, cloud support engineer with Subject Matter Experts available as required.
• Support available to third parties: Yes

Onboarding and offboarding

• Getting started: Online training and documentation for administrators and end users is provided.
• Service documentation: Yes
• Documentation formats: PDF
• End-of-contract data extraction: Data can be downloaded in the following formats: ; Audit data - CSV files ; Video - WEBM files ; Images - PNG
• End-of-contract process: Customers can extract their own data - there are no charges for data extract

Using the service

• Web browser interface: Yes
• Supported browsers:
  • Microsoft Edge
  • Chrome
  • Safari
• Application to install: No
• Designed for use on mobile devices: Yes
• Differences between the mobile and desktop service: Operator: uses a web browser to manage the video stream / session. ; End user: just needs a smartphone with no software / application install
• Service interface: No
• User support accessibility: None or don’t know
• API: Yes
• What users can and can't do using the API: Invoke a video stream and link to a saved stream
• API documentation: Yes
• API documentation formats: Other
• API sandbox or test environment: Yes
• Customisation available: Yes
• Description of customisation: Customers can change the 'start' messages to users in both SMS text messages and emails.

Scaling

• Independence of resources: Horizontal scalability through domains and elastic scaling in Microsoft Azure. ; NEC ResponseEye / 999 Eye has been scaled to 500 live streams per domain providing scalability for the largest organisations / applications

Analytics

• Service usage metrics: Yes
• Metrics types: Provide organisational usage reports to show the full usage of the solution across the organisation
• Reporting types: Regular reports

Resellers

• 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: Yes
• Data storage and processing locations: United Kingdom
• User control over data storage and processing locations: Yes
• Datacentre security standards: Supplier-defined controls
• Penetration testing frequency: At least once a year
• Penetration testing approach: In-house
• Protecting data at rest: Encryption of all physical media
• Data sanitisation process: Yes
• Data sanitisation type: Deleted data can’t be directly accessed
• Equipment disposal approach: In-house destruction process

Data importing and exporting

• Data export approach: WEBM for video ; PNG for images
• Data export formats:
  • CSV
  • Other
• Other data export formats:
  • CSV for audit reports
  • WEMB for video
  • PNG for images
• Data import formats: CSV

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: Guarantee 99.9% availability SLA, excluding downtime through scheduled maintenance activities
• Approach to resilience: The solution is made up of many services running on a set of virtual machines. Load balancers route network traffic to pairs of identical virtual machines, and server redundancy ensures there are no single points of failure and mitigates failure of a single instance of a service. ; ; A NoSQL database is used to store images, media, and log data. The database is replicated across two or more virtual machines to mitigate against failure.
• Outage reporting: The Service Desk will send out alerts to customers in the event of planned maintenance or outages. The system will also place messages on the logon screen to alert users to appropriate issues

Identity and authentication

• User authentication needed: Yes
• User authentication: Username or password
• Access restrictions in management interfaces and support channels: User are assigned roles and permissions for limiting access to the system and tools
• 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 have access to real-time audit information
• How long user audit data is stored for: At least 12 months
• Access to supplier activity audit information: Users have access to real-time audit information
• How long supplier audit data is stored for: At least 12 months
• How long system logs are stored for: At least 12 months

Standards and certifications

• ISO/IEC 27001 certification: Yes
• Who accredited the ISO/IEC 27001: BSI
• ISO/IEC 27001 accreditation date: 07/06/2021; valid until June 2024. Certificate IS 598449.
• What the ISO/IEC 27001 doesn’t cover: N/A, our ISO 27001 certification covers all our office locations.
• 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 and Cyber Essentials Plus
  • Business Continuity Management ISO22301:2019
  • Environmental Management ISO14001:2015
  • Information Security Management ISO27001:2013
  • Service Management ISO20000:2018
  • Quality Management ISO9001:2015

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: The services offered are developed and managed under strict ISO27001 controls. This is independently accredited by LRQA and has been since the inception of the product. ; The ISO27001 Statement of Applicability maps the business security policies and processes to the controls, this includes policies such as: ; • Data handling ; • 3rd party engagement ; • GDPR ; • Staff vetting ; • Staff training ; • .. ; ; In addition to these overarching policies, there are specific Security Operating Procedures (SyOPs) for the services themselves. ; All policies and procedures are reviewed annually. A dedicated (and highly accredited) Infosec function manages the ISO27001 certifications and acts to enforce and update policies and procedures across the internal teams and reporting to the board.

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: NEC operates policies that include all aspects of configuration and change management including release management, request for change, service delivery plans (transition, release, deployment, test, evaluation and remediation), test reports and evaluation report /problem management.
• Vulnerability management type: Conforms to a recognised standard, for example CSA CCM v3.0 or SSAE-16 / ISAE 3402
• Vulnerability management approach: The product development adheres to a robust secure development framework, based around the Microsoft Secure Development Lifecycle principles. ; This provides a strong security posture including vulnerability management. This is addressed with: ; • Static and dynamic code scans (using Veracode) ; • Annual 3rd party ITHCs (CHECK) ; • And vulnerability alerts from recognised industry intelligence sources.
• Protective monitoring type: Supplier-defined controls
• Protective monitoring approach: TrendMicro deep packet security ; Conform to SLA for critical, major incident types and response times
• 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: NEC operates an incident management team responsible for notifying, investigating and managing incidents through to resolution. ; Incidents can be reported via phone or email. ; NEC has service level managers that work with customers to report and review incidents and root cause analysis.

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: No

Social Value

• Social Value:

  Social Value

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

  Fighting climate change

  NEC is committed to being Net Zero by 2030.; To support this objective, we targeted a 50% reduction in our 2020 baseline emissions by 2026. We are ahead of target, having already achieved an independently audited reduction of 64% in tonnes of carbon dioxide equivalent(tC02e). ; We have implemented a multitude of initiatives to support this, including:; -Appointing an Environmental Manager and Environmental Champions to promote our objectives. ; -Successfully obtaining certification for and implementing ISO14001:2015 Environmental Management System(EMS). ; -Developing a Carbon Reduction Plan, which is published on our website.; -Maintaining an Environmental Aspect and Impact Register (down to site level) through which to capture the elements of our operating practices that could negatively impact the environment.; -Working with government accredited consultants to understand our environmental impact.; -Collaborative activities to influence customers, supply chain partners and employees.; Specific initiatives applicable to our contract delivery approach include:; -Ensuring directly sourced energy is from renewable sources.; Reducing business travel where possible through utilisation of controls and technology such as:; -Video conferencing.; -Electronic sharing of documents.; -Conference call facilities.; -Working from home/flexible working arrangements.; -Approval controls for commercial flights.; -Use of environmentally friendly data centres.; Additionally, our Environmental Policy objectives 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 are aware of our environmental policy and our commitment to ensuring its effective implementation.; Increasing environmental awareness and commitment amongst employees through training and briefings.; We’ll continue to identify opportunities to improve our environmental performance through clear objectives, plans and targets.

  Covid-19 recovery

  During the COVID-19 global health crisis, NEC supported its workforce, customers and the local communities they serve, to adapt to the challenges the pandemic posed. As a provider of software and services to the public sector, this included the rapid development and deployment of software solutions to enable the efficient and effective delivery of new government schemes and changes in legislation introduced as a direct response to the pandemic. Examples include provision of software to assist with Test and Trace Support Payments and new hospitality sector licensing requirements. ; Initiatives we implemented that 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.; • 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

  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 collaborating with third-party suppliers including large enterprises, sub-contractors, SMEs, VCSEs, mutuals and social enterprise organisations. ; Additionally, we are committed to nurturing talent and creating a sustainable learning and development culture that equips our workforce with the appropriate skills, knowledge and processes so that 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. We recruited 18 apprentices in 2023.; • 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

  We want to be an employer of choice for people of all backgrounds and we are committed to ensuring workers either directly employed or employed within our supply chains are treated fairly, humanely, and equitably. We will not discriminate on grounds of gender, marital status, race, ethnic origin, colour, nationality, national origin, disability, sexual orientation, religion, age or any other characteristic. ; To encourage a diverse and varied workforce our approach to equal opportunity includes:; -Inclusive and accessible recruitment practices, including supporting candidates and employees 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.; -Ensuring job adverts reach a diverse audience, including utilising job sites which encourage interest from disadvantaged and Minority Ethnic groups.; -Having diverse interview panels and anonymising applications.; -Using gender-neutral role definitions.; -Ensuring policies and employee communications promote respect and equality for all.; Other activities to support equal opportunity within the workforce include:; -Tackling the gender pay gap, through annual audits. Women now comprise 50% of our leadership team, including our Chief Executive. ; -Compliance with the Modern Slavery Act 2015 and the nine core principles of the Ethical Trading Initiative Base Code.; -Ensuring effective supply chain controls are in place to mitigate and manage the risks of exploitation.; -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 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 to support and promote equal opportunity.

  Wellbeing

  Our approach to supporting good health and wellbeing includes providing our workforce with:; • Access to helpful health and wellbeing resources through our dedicated intranet Wellness Hub. ; • A LinkedIn Learning Platform that includes a section dedicated to health and wellbeing, including advice for managers on opening up dialogue about mental health and emotional safety. ; • Free and confidential access to specialist resources 24x7, including counselling and mental health services through our Employee Assistance Programme. ; • Private healthcare cover including a Doctor at Hand service for fast and convenient access to advice, assistance and medical treatment, anytime and anywhere.; • Maintaining compliance with the six standards of the Mental Health at Work commitment.; • 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 at over 3,300 participating gyms through our employee GymFlex scheme.; • Access to a cycle to work scheme through salary sacrifice.; Employee Communications; We incorporate national health and wellbeing campaigns within our yearly communications calendar to raise employee awareness and signpost to useful support pathways. Our 2024 calendar will include the following nationally recognised campaigns:; • Mental Health Awareness week.; • World Menopause Day.; • National Eye Health week.; • World Diabetes Day.; • Stress Awareness Month.; • Suicide Prevention Day.; • Men's Health week.; We have Mental Health First Aiders who are trained to spot the signs of mental ill health and can provide early support for colleagues who may be developing a mental health issue. ; Policies; Support for employee health and wellbeing is underpinned by a policy framework including:; • Health and Safety Policy; • Alcohol, Drugs & Solvent Abuse Policy; • Menopause Policy; • Absence Policy ; • Flexible Working Policy; • Gender Reassignment Policy.

Pricing

• Price: £1 to £5 a transaction a month
• Discount for educational organisations: No
• Free trial available: Yes
• Description of free trial: Unlimited use for 1 month

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