CRESCENDO SYSTEMS LIMITED

DigiWeb - AI Powered, Digital Dictation, Speech Recognition & Fast Transcription

DigiWeb is cloud-based AI-Powered Voice & Documentation Platform that enables professionals to create high-quality documents with the flexibility to use the tools that work for them.

Features

• Digital Dictation: User dictates and another user types up audio
• Fast Transcription: AI transcribes audio files in seconds
• Speech Recognition: 99.9% accurate speech-to-text
• AI Assistance: Built-in chat, Custom Documentation Buttons
• Multi-speaker Speech-To-Text: Accurate Full Meeting Transcription
• Cloud-based: Hosted on UK Microsoft Azure Servers
• Browser-based: Works on all leading browsers and devices
• Scalable licensing: Organisations can add users easily as needed
• High level security: Multi-Factor Authentication and encryption
• Compatible with all leading Digital Dictation hardware

Benefits

• Accelerate Document Production: transform document creation from minutes to seconds
• Enhance Document Accuracy: with AI spelling and grammar fix
• Boost Service Quality: faster turnaround improves organisational responsiveness
• Save Employee Time: less admin, more time for other tasks
• Embrace Individual Work Styles: use the tools that suit them
• Flexible working: use across mobile, tablet, laptop and PC
• Unburden IT Teams: fully managed service requiring minimal involvement
• Lower Operational Costs: minimise cost of transcription
• Competitive Pricing: maximum functionality, minimal cost
• Strengthen Data Security: protected by Azure hosting and encryption throughout

• 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 admin@crescendosystems.co.uk. Tell them what format you need. It will help if you say what assistive technology you use.

Framework

G-Cloud 15

Service ID

380390040614471

Contact

John Bendall
01932 789433
admin@crescendosystems.co.uk

About your service

• Service categories:

  Applications

  Content workflow and management

  • Document
• Multi cloud support: No

Service scope

• Software add-on or extension: No
• Cloud deployment model: Public cloud
• Service constraints: No DigiWeb does not have any constraints.
• System requirements:
  • Internet access.
  • HTML 5 Web Browser.

User support

• Email or online ticketing support: Yes
• Support response times: Support is available Monday to Friday, 9am to 5pm. Out-of-hours assistance is available at an additional cost.; ; Most calls are dealt with immediately, however, some issues may require a member of the support team to return the call or email within the agreed response times. Incidents are prioritised by severity and response times follow Crescendo’s published service levels:; ; • Priority One – application not working and the client cannot use the software: 1-hour response.; • Priority Two – application operational but not functioning correctly or causing disruption: 3-hour response.; • Priority Three – general questions or feature-use queries: 8-hour response.
• User can manage status and priority of support tickets: No
• Phone support: Yes
• Phone support availability: 9 to 5 (UK time), Monday to Friday
• Web chat support: Yes
• Web chat support availability: 9 to 5 (UK time), Monday to Friday
• Web chat support accessibility standard: WCAG 2.2 A
• Web chat accessibility testing: Crescendo have not directly tested our webchat with assistive technology users.; ; We do however have a large amount of Access To Work and Reasonable Adjustment funded software users who use the web chat on a regular basis and have not received any negative feedback.; ; The Crescendo live chat uses the tawk.to widget which was built with accessibility in mind and aligns with the Web Content Accessibility Guidelines (WCAG). The widget meets WCAG Level A and satisfies several Level AA success criteria.
• Onsite support: Yes, at extra cost
• Support levels: The DigiWeb subscription comes with the complete Crescendo Support Package.; The Crescendo Support Package includes:; ; • Monday to Friday, 9am–5pm support via telephone, email, live chat, chatbot and knowledge base; • Support for all DigiWeb applications across browser, desktop and mobile devices; • Configuration of hardware for use with DigiWeb; • Support for approved third-party integrations; ; The only additional charges relate to optional out-of-hours support and onsite support.; ; Organisations with 50 or more users receive a dedicated Account Manager, who acts as their primary point of contact for technical coordination, adoption support and ongoing service optimisation.
• Support available to third parties: Yes
• AI chatbot: Yes

Onboarding and offboarding

• Getting started: Crescendo offers a full onboarding service for DigiWeb. Whilst the software is designed to be “log in and go”, we use a structured five-step plan to ensure successful adoption across all users:; ; 1. Comprehensive welcome pack – Includes login details, access instructions, training videos, knowledgebase links, support contact information and a training-booking link.; ; 2. Online training – Live remote training sessions for individuals or teams, covering core features, workflows and best practices.; ; 3. Workflow customisation – Creation and configuration of document templates, routing rules and workflows tailored to the organisation’s needs.; ; 4. Follow-up support – Post-training check-ins to answer questions, resolve early issues and ensure users are confident with the system.; ; 5. Responsive support – Direct access to Crescendo’s helpdesk via phone, email and livechat for troubleshooting, guidance and ongoing assistance.
• Service documentation: Yes
• Documentation formats: HTML
• End-of-contract data extraction: Data can be extracted on an organisational level, this is done by Crescendo Support on request and provided securely to the customer.
• End-of-contract process: At the end of the contract, customers can request a full export of their data at no additional cost. Crescendo will provide any required backups, after which the DigiWeb service is shut down and all customer data is securely deleted from our systems in line with our data retention and GDPR policies. Crescendo does not retain any data belonging to organisations that are no longer in contract.
• Documentation accessibility standard: WCAG 2.2 A

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
  • ChromeOS
  • Other
• Designed for use on mobile devices: Yes
• Differences between the mobile and desktop service: The service remains the same on mobile devices as the desktop, however third party hardware and application integrations are not often compatible with mobile phone devices.
• Service interface: Yes
• User support accessibility: WCAG 2.2 A
• Description of service interface: DigiWeb provides a modern, browser-based user interface for Digital Dictation, Speech Recognition, and AI Assistance. ; Users can record audio, review and edit transcriptions, manage tasks, and securely transfer work to secretaries or teams. ; The interface is responsive, simple to navigate, and optimised for all major browsers (Chrome, Edge, Firefox, Safari). There is also a desktop application available to download to enable support for legacy hardware devices and integration with third party systems.
• Accessibility standards: None or don’t know
• Description of accessibility: Crescendo follows UK accessibility guidance based on WCAG, GOV.UK standards and EN 301 549 to ensure DigiWeb is accessible to most users. ; ; DigiWeb supports text scaling and zoom, dark mode, keyboard-only navigation, large buttons and icons, minimal on-screen text, and compatibility with common screen readers. Users can resize text without losing content.; ; Users cannot currently change DigiWeb’s contrast settings beyond the standard light/dark modes or customise colour themes or interface layouts.
• Accessibility testing: DigiWeb is used by individuals who rely on assistive technologies, and their feedback has directly shaped the interface design. ; ; Testing has included use with common screen readers, keyboard-only navigation tools and browser-based accessibility features. Feedback from these users has also informed choices such as large buttons and icons, minimal on-screen text, support for zoom, and avoiding unnecessary images. ; ; Before each release moves from beta to live, DigiWeb is reviewed against recognised accessibility guidance and tested with standard accessibility tools to ensure it remains easy to use for assistive technology users.
• API: No
• Customisation available: Yes
• Description of customisation: What can be customised:; Document types, input fields, workflow options, user permissions, AI templates and hardware setting can all be customised.; Interface views and routing rules can also be adjusted to match individuals and/or organisation's processes.; ; How users can customise:; Users are able to customise their views and hardware settings within the DigiWeb platform.; Most configuration and document customisations are completed by Crescendo's Managed Service on request. ; Customers contact our support team or their Account Manager, who will apply the updates and confirm when live.; ; Who can customise:; Any user can submit a request, but changes normally require approval from the organisation’s nominated manager.

Scaling

• Independence of resources: DigiWeb is hosted on Microsoft Azure, which provides automatic scaling and resource isolation. Each customer’s workload is separated at the platform level, ensuring that high demand from one organisation cannot impact another. Azure’s autoscaling and monitoring guarantee consistent performance regardless of overall system load.

Analytics

• Service usage metrics: Yes
• Metrics types: DigiWeb is a managed service that currently provides usage reports either on demand or at predefined intervals, such as weekly or monthly. These reports, delivered in Excel or PDF format, include details on the number of dictations created, who created them, and when they were created. We also provide transcription reports that show who transcribed the dictations, the number of dictations processed, and the total transcription time. These reports will soon be available for customers to generate independently through a secure reporting portal.
• Reporting types:
  • Real-time dashboards
  • Regular reports
  • Reports on request
• Resource tagging: No
• FOCUS resource tagging: No

Resellers

• Supplier type: Not a reseller

Staff security

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

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 CREST-approved service provider
• Protecting data at rest:
  • Physical access control, complying with CSA CCM v4.0
  • Physical access control, complying with SSAE-18 / ISAE 3402
  • Physical access control, complying with another standard
  • Encryption of all physical media
• Data sanitisation process: Yes
• Equipment disposal approach: A third-party destruction service
• Data sanitisation type:
  • Deleted data can’t be directly accessed / Cryptographic Erasure
  • Data Erasure

Data importing and exporting

• Data export approach: Where required, users can download their original dictation audio files for retention or external processing.; ; Additional export options, such as bulk data extraction, can be requested through Crescendo support, and may incur an additional charge depending on the type of data, volume and format required.
• Data export formats:
  • CSV
  • Other
• Other data export formats:
  • .xls
  • .wav
• Data import formats: Other
• Other data import formats: .wav

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: Crescendo guarantees a monthly uptime of 99.9% for the DigiWeb Core Platform, with 99.5% availability for the API and integration layer and 99.9% for authentication services. ; ; Service availability can be monitored through our public status dashboard, so customers can view real-time and historical performance at any time.; ; Availability is measured using the SLA uptime formula and excludes scheduled maintenance, emergency security patching, Microsoft Azure regional outages, and other events outside Crescendo’s control.; ; If uptime falls below the guaranteed level, customers receive a service credit based on the month’s achieved availability:; ; • 99.5%–99.89%: 5% credit; • 99.0%–99.49%: 10% credit; • Below 99.0%: 20% credit (maximum); ; Service credits apply only to the month in which the downtime occurred and are not calculated against the full contract term. Claims must be submitted via email within 30 calendar days of the incident.
• Approach to resilience: DigiWeb is hosted on Microsoft Azure and we use the Azure functionality to ensure resilience and maintain uptime. Further details about our underlying datacentre resilience are available on request.
• Outage reporting: DigiWeb provides a public status dashboard that shows real-time availability, live incident updates and expected resolution times, including when the service is projected to be back online.; ; Crescendo uses the Azure monitoring functionality to detect issues immediately and update the dashboard accordingly.

Identity and authentication

• User authentication needed: Yes
• User authentication:
  • Multi-Factor Authentication (MFA)
  • Username or password
• Access restrictions in management interfaces and support channels: Access to DigiWeb management interfaces is restricted to authorised Crescendo technical staff who are fully trained in the platform. Access is role-based and protected by multi-factor authentication, with all activity logged and monitored.; ; Support channels, including our ticketing system and remote support tools, are limited to approved support staff operating under least-privilege permissions. Identity is verified before accessing or discussing customer data, and all support access is recorded. These controls ensure only appropriate personnel can access administrative functions or customer information.
• Access restriction testing frequency: At least once a year
• Management access authentication:
  • Multi-Factor Authentication (MFA)
  • 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: Between 1 month and 6 months
• Access to supplier activity audit information: Users contact the support team to get audit information
• How long supplier audit data is stored for: Between 1 month and 6 months
• How long system logs are stored for: Between 1 month and 6 months

Security governance

• Named board-level person responsible for service security: Yes
• Security governance certified: No
• Security governance approach: Crescendo manages security through a structured governance framework supported by our Quality Management System (QMS). While not formally certified to ISO/IEC 27001, our policies and processes are aligned with its principles and ISO 9001.; ; We operate defined procedures for risk management, change control, incident handling and continual improvement. All QMS documents are version-controlled and regularly reviewed.; ; Roles and responsibilities are clearly assigned, internal audits are performed, and staff receive training on data protection and secure working practices. This ensures consistent and well-governed protection of customer data across all Crescendo services.
• Information security policies and processes: Crescendo follows a structured set of information security policies designed to protect customer data and ensure controlled, secure operation of our services. Our key policies and processes cover:; ; - Information Security Management; - Information Technology Security; - Data Protection and GDPR compliance; - HR Security; - Incident Management; - Business Continuity Management; - Records Management & Retention; - Acceptable Use; - Line Manager Security Responsibilities; ; Security governance is overseen by senior management, with the Quality Manager (John Bendall) responsible for maintaining policies, coordinating audits and reporting on compliance. Process owners ensure policies are followed within their teams. Compliance is reinforced through staff training, internal audits, version control of policies and regular management review.
• Software Security Code of Practice: Yes

Operational security

• Configuration and change management standard: Supplier-defined controls
• Configuration and change management approach: DigiWeb uses a structured configuration and change management process to ensure updates are controlled, secure and fully traceable. All system components are version-controlled and tracked throughout their lifecycle, including development, testing and production deployment.; ; Changes are logged, reviewed and approved before release, with security impact assessments performed for updates that may affect data handling, authentication or infrastructure. All changes are first deployed to a separate test environment for validation before being released to production. Live deployments are monitored in real time, and any issues are escalated through our incident management process.
• Vulnerability management type: Supplier-defined controls
• Vulnerability management approach: DigiWeb follows a structured vulnerability management process to identify, assess and remediate security risks. Weekly automated vulnerability scans are performed, reviewed and prioritised based on severity, with actions tracked to completion. CREST-certified penetration testing is carried out annually to identify deeper or emerging threats.; ; Potential threats are assessed using internal monitoring tools, Azure Security Centre recommendations, vulnerability scan data and industry threat-intelligence sources. In line with NCSC best practice, patches for high-severity vulnerabilities are deployed within 14 days, with critical issues addressed as soon as practical. Azure also provides DDoS protection, intrusion detection and platform-level testing to support continuous security.
• Protective monitoring type: Supplier-defined controls
• Protective monitoring approach: DigiWeb is monitored 24/7 using Microsoft Azure’s native monitoring and Crescendo’s internal alerting systems. Azure tracks performance anomalies, network changes, intrusion attempts, DoS activity, virtual machines and storage, with heartbeat checks to confirm service health. Alerts are automatically routed to Crescendo’s on-call engineers.; ; Potential compromises are identified through anomaly detection, failed authentication patterns, unusual traffic behaviour and automated security alerts. If a potential compromise is detected, engineers are notified immediately and begin investigation. Crescendo responds to security incidents as soon as an alert is received, with clear escalation paths for rapid containment and resolution.
• Incident management type: Supplier-defined controls
• Incident management approach: Crescendo follows a formal incident management process with predefined procedures for common events such as data breaches, unauthorised access, malware and service interruptions. Users report incidents immediately to the Crescendo Management Team, either by phone for high-severity issues or through the standard reporting channels for lower-severity cases. Required details include symptoms, affected assets and actions taken so far.; ; Incidents are triaged, investigated and documented, with corrective actions and root-cause analysis completed as needed. For incidents involving customer data, initial notifications are issued within 24 hours and a detailed incident report is provided within five days.
• Post-quantum cryptography secure: Yes

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

Pricing

• Discount for educational organisations: No
• Free trial available: Yes
• Description of free trial: Crescendo provides a 30-day free trial of DigiWeb, including full setup, onboarding, remote user training and basic workflow customisations. All core features are included: Digital Dictation, Fast Transcription, Speech Recognition and the AI Assistant. Trials are time-limited and do not include onsite training.
• Link to free trial: https://crescendosystems.co.uk/digiweb/free-trial/

Discount percentage by annual call-off contract value (excluding VAT)

• Less than £250,000: 5.0%
• Between £250,000 and £500,000: 5.0%
• Between £500,001 and £1,000,000: 10.0%
• Between £1,000,001 and £2,500,000: 10.0%
• Between £2,500,001 and £5,000,000: 20.0%
• Over £5,000,001: 20.0%

Non-mandatory Standards and certifications

• ISO/IEC 27001 certification: No
• ISO 28000:2022 certification: No
• ISO 9001 certification: No
• Quality management systems (QMS): Yes
• CSA STAR certification: No
• PCI certification: No
• Cyber essentials: Yes
• Please provide your Cyber Essentials Certificate Number: E14bfe8a-e51a-4494-a377-8c82e6e01d49
• Cyber essentials plus: No
• Cyber Essentials Alternative: You do not have a current and valid Cyber Essentials Plus certificate, or will not have in place within 12 months of the date of award but have an IASME certified equivalent.
• Other security certifications: No

Social value

• Section B - Commitment for Future: Delivery:

  • Mission: Build an NHS fit for the future: That is there when people need it; with fewer lives lost to the biggest killers; in a fairer Britain, where everyone lives well for longer.

    Policy Outcome 8: Increasing productivity through physical and mental wellbeing: In the supply chain and communities in the relevant area.

    • Understanding of issues relating to health and wellbeing, including physical and mental health, in the contract workforce
    • Understanding barriers to access to health and social care services or employment opportunities e.g. digital inclusion

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