D A LANGUAGES LIMITED

HelpTalk

This is an AI powered conversation tool allowing two people to speak and hear each other in their own languages. When the conversation is too complex for AI or needs human input it can switch to traditional interpretation with an interpreter.

Features

• AI Powered Interpreting
• Access through app or browser
• Data security
• Data privacy
• WCAG 2.2 compliant
• Device agnostic
• Highly available with 99.999% up time
• Single Sign On
• Usage reporting
• No data is used to train LLMs

Benefits

• 30+ languages covered
• Bespoke glossaries of pre-translated words and phrases
• Human failover
• Simple & intuitive user interface
• Allows two people to talk without an interpreter
• Can ingest audio or text and interpret

• 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@dals.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

394959056925924

Contact

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

About the service

• Service categories:

  Applications

  Production and operations

  Service industry and public sector operations

  • Healthcare
  • Education
  • Public Order and Safety
  • Police
  • Adult Social Care
• Multi cloud support: Yes

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: Language services as part of a managed service solution, with Telephone, Video & face-to-face interpreting
• Cloud deployment model: Private cloud
• Service constraints: N/A
• System requirements:
  • Needs to run on hardware audio inputs and outputs
  • Needs an internet connection

User support

• Email or online ticketing support: Yes
• 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 2.2 AA
• Phone support: No
• 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: Yes

Onboarding and offboarding

• Getting started: We can offer on-site training or online training if required. Documentation is rich & full, but the service is intended to be intuitive enough that no special training is required.
• Service documentation: Yes
• Documentation formats: PDF
• End-of-contract data extraction: No data is stored other than user credentials, which are deleted as the contract ends.
• End-of-contract process: At the end of the contract we will remove access to the service ask for feedback on termination reasons.
• Documentation accessibility standard: WCAG 2.2 AA

Using the service

• Web browser interface: Yes
• Supported browsers:
  • Microsoft Edge
  • Firefox
  • Chrome
  • Safari
  • Opera
• Application to install: Yes
• Compatible operating systems:
  • Android
  • IOS
• Designed for use on mobile devices: Yes
• Differences between the mobile and desktop service: The service is designed to be responsive to screen size and display is optimised accordingly. Functionality is identical on mobile & desktop.
• Service interface: No
• User support accessibility: WCAG 2.2 AA
• API: No
• Customisation available: Yes
• Description of customisation: Glossaries (complex terms, client specific sites, names & locations); Exceptions (topics where the system should refer to a human interpreter)

Scaling

• Independence of resources: We have designed our service to support as many parallel users and interpreting sessions as required, and our cloud implementation is fully elastic.

Analytics

• Service usage metrics: Yes
• Metrics types: Session details - number of sessions, language selected, start time, end time.
• Reporting types:
  • Regular reports
  • Reports on request
• Resource tagging: No
• FOCUS resource tagging: No

Supplier type

• Supplier type: Not a reseller

Staff security

• Staff security clearance: Conforms to BS7858:2019
• Government security clearance: 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 CREST-approved service provider
• Protecting data at rest: Physical access control, complying with another standard
• Data sanitisation process: Yes
• Equipment disposal approach: Complying with a recognised standard, for example CSA CCM v4.0, CAS (Sanitisation) or ISO/IEC 27001
• Data sanitisation type: Deleted data can’t be directly accessed / Cryptographic Erasure

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
• 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: We have a 99.999% uptime guarantee. The service is a PAYG service with no subscription or platform fee.
• Approach to resilience: Our service runs in a resilient, highly available AWS instrance.
• Outage reporting: We publish service status in a public dashboard and client users can view this and/or subscribe for updates

Identity and authentication

• User authentication needed: Yes
• User authentication: Username or password
• Access restrictions in management interfaces and support channels: We restrict access to management interfaces and support channels through authenticated, role‑based controls. Only authorised service users can access management portals, which require secure login, least‑privilege permissions, and, where applicable, multi‑factor authentication. Support requests made by phone or email are validated to confirm identity before any action is taken. Privileged access is tightly limited, monitored, and audited, with all activity logged. Access rights are reviewed regularly and revoked immediately when no longer required.
• Access restriction testing frequency: At least once a year
• Management access authentication: Multi-Factor Authentication (MFA)

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: At least 12 months
• Access to supplier activity audit information: Users contact the support team to get 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

Security governance

• Named board-level person responsible for service security: Yes
• Security governance certified: Yes
• Security governance standards:
  • CSA CSM version 4.0
  • ISO/IEC 27001
• Information security policies and processes: We operate a robust Information Security Management System (ISMS) aligned to recognised best practice and governed by formally approved policies, standards, and procedures. Our overarching Information Security Policy sets the framework for protecting the confidentiality, integrity, and availability of all information assets and is supported by a structured suite of sub‑policies covering access control, information asset management, incident management, supplier security, business continuity, and document control.; All information security policies and procedures are subject to strict version control, approval, and scheduled review in line with our documented information control process, ensuring they remain current, effective, and auditable. Compliance is mandatory for all employees, contractors, and third‑party suppliers with access to our systems or data.; Information security risks are proactively identified, assessed, and managed through formal risk management and incident response processes, with clearly defined ownership, escalation, and remediation arrangements. Information security requirements are embedded within our business continuity and disaster recovery planning to ensure resilient and secure service delivery.; We maintain a strong culture of security awareness through mandatory induction and annual refresher training for all staff, supplemented by role‑based training for users with elevated access and regular phishing simulations and awareness communications.
• Software Security Code of Practice: Yes

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
• Post-quantum cryptography secure: No

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 v4.0)

Public sector networks

• Connection to public sector networks: No

Pricing

• Discount for educational organisations: No
• Free trial available: Yes
• Description of free trial: The full product is made available for free as an assessment and free trial period.

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

• Less than £250,000: 0.0%
• Between £250,000 and £500,000: 0.0%
• Between £500,001 and £1,000,000: 0.0%
• Between £1,000,001 and £2,500,000: 0.0%
• Between £2,500,001 and £5,000,000: 0.0%
• Over £5,000,001: 0.0%

Standards and certifications

• ISO/IEC 27001 certification: Yes
• ISO/IEC 27001 accredited by: British Assessment Bureau
• ISO/IEC 27001 accreditation date: Sunday 7 December 2025
• What the ISO/IEC 27001 doesn’t cover: N/A. Entire solution is in scope.
• ISO 28000:2022 certification: No
• ISO 9001 certification: Yes
• ISO 9001 certification accredited by: British Assessment Bureau
• ISO 9001 accreditation date: Sunday 7 December 2025
• What the ISO 9001 doesn’t cover: N/A. Entire solution is in scope.
• Quality management systems (QMS): Yes
• CSA STAR certification: No
• PCI certification: No
• Cyber essentials: Yes
• Cyber Essentials Certificate Number: 3b7cee67-2294-4882-9460-d20b02702c58
• Cyber essentials plus: Yes
• Cyber Essentials Plus Certificate Number: 8bc9dfd6-1dc7-4f42-8d4d-248efa5a0c0f
• Other security certifications: Yes
• Any other security certifications:
  • DCB0160 (Clinical risk management for health IT systems)
  • NHS Digital Technology Assessment Criteria compliance
  • NHS Data Security & Protection Toolkit (Standards Exceeded)

Social value

• Mission: Make Britain a clean energy superpower:

  To cut bills, create jobs and deliver security with cheaper, zero-carbon electricity by 2030, accelerating to net zero

  Policy Outcome 4: Sustainable procurement practices: Reducing carbon footprints, minimising waste, and promoting the use of clean energy and green technologies.

  • Understanding of opportunities for additional environmental benefits delivery in the performance of the contract, including working towards net zero carbon emissions and use of clean energy and green technologies
  • Delivery of additional environmental benefits through the performance of the contract, including working towards net zero carbon emissions and use of clean energy and green technologies
• 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 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 tenders@dals.co.uk. Tell them what format you need. It will help if you say what assistive technology you use.