Phonehub IO Ltd

Prison Video - Secure Video Calls

Prison Video is a secure purpose-built video call system enabling fully-monitored "virtual visits" between prisoners and approved contacts, either social or professional.

Features

  • High-quality secure encrypted video calls for prisoners.
  • Live monitoring, recording, and device control.
  • Automatic ID verification for external partcipants.
  • Facial Recognition, nudity detection, and activity detection.
  • One-way video option for high-risk/notorious prisoners.
  • Manual booking managment system or fully automated bookings.
  • Optional secure short-range wifi network with secure routers.
  • Can be integrated with existing prison systems.
  • Instant playback of recordings with timestamped events.
  • Wide support for Android and iPhone including legacy devices.

Benefits

  • Enhance decency by enabling family contact where visits otherwise impossible.
  • Strengthen family ties in line with the Farmer Review recommendations.
  • Alleviate prisoner stress, making the establishment safer for all.
  • Simplify Covid19 and safety controls by grouping bookings by unit.
  • Reduce staff resources by inteligently scheduling calls.
  • Enable medical followups without the expense/risk of escorting prisoners.
  • Prisoners unfamiliar with technology can easily use the service.
  • Enable access to external legal support and other agencies.
  • Purpose built in direct consultation with prison staff and governors.
  • Enhance public protection with real-time controls.

Pricing

£5 a unit

Service documents

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 alex.redston@phonehub.io. Tell them what format you need. It will help if you say what assistive technology you use.

Framework

G-Cloud 13

Service ID

4 2 1 4 0 7 4 6 2 3 6 4 5 6 5

Contact

Phonehub IO Ltd Alex Redston
Telephone: 01603340589
Email: alex.redston@phonehub.io

Service scope

Software add-on or extension
No
Cloud deployment model
  • Public cloud
  • Private cloud
  • Hybrid cloud
Service constraints
None
System requirements
  • Android 6+ or iOS 10.2 and above for external user.
  • Broadband speed 0.8 Mbps up, 1.6 Mbps down per terminal

User support

Email or online ticketing support
Email or online ticketing
Support response times
During normal business hours we aim to respond within 2 hours.
User can manage status and priority of support tickets
No
Phone support
Yes
Phone support availability
9 to 5 (UK time), 7 days a week
Web chat support
Web chat
Web chat support availability
24 hours, 7 days a week
Web chat support accessibility standard
WCAG 2.1 AA or EN 301 549
Web chat accessibility testing
None
Onsite support
Onsite support
Support levels
We provide support for both prison staff by email and telephone call with remote access via VPN for technical support staff where required.

All prisons have a direct named contact who can be reached 7 days of the week.

Phone and email support goes directly to both technical and customer service team. All queries responded to rapidly, typically within 1 hour. Technical support available within similar timeframes.

We operate as a social venture putting social impact above profit, therefore we do not charge for technical support where it is our software or service which is at fault. Where equipment may have been damaged by prisoners or another external cause we will charge an appropriate amount to cover our reasonable expenses and the replacement of any items which have physically failed or been broken.
Support available to third parties
Yes

Onboarding and offboarding

Getting started
Onsite installation and training is provided for prison staff and management. Detailed documentation is included for reference, including training videos.
Documentation and instruction materials are provided for end users, including video guides.
Service documentation
Yes
Documentation formats
PDF
End-of-contract data extraction
Prison staff can, if required, extract data on video calls, including recordings, via the monitoring interface.
End-of-contract process
Equipment not owned by prison is returned to the supplier. Mobile app functionality is disabled for that prison.

Using the service

Web browser interface
Yes
Supported browsers
  • Microsoft Edge
  • Firefox
  • Chrome
Application to install
Yes
Compatible operating systems
  • Android
  • IOS
  • Linux or Unix
  • MacOS
  • Windows
Designed for use on mobile devices
Yes
Differences between the mobile and desktop service
Professional users can use the service from their work laptops, mobiles or tablets

Social users can access it from their mobile device / tablet via an app. Both methods are similar in user experience.
Service interface
No
User support accessibility
WCAG 2.1 A
API
Yes
What users can and can't do using the API
Usage reports, scheduling visits, adding identity documents, getting contacts lists, editing relationships, viewing and editing restrictions. Other customisations possible.
API documentation
Yes
API documentation formats
  • HTML
  • PDF
API sandbox or test environment
Yes
Customisation available
Yes
Description of customisation
Prison Video can be customised on an individual establishment basis or an individual prisoner basis. High-risk populations such as sex offenders may have additional restrictions applied, including participant age detection and flagging, enhanced identification requirements, additional terms-of-use agreements at either end, and one-way video feeds. High-risk prisoners may also have customised restrictions in place.

All customisations are managed through the Prison Video management portal.

Restrictions can be managed by prison staff with the appropriate role.

Scaling

Independence of resources
Capacity automatically scales to meet scheduled demand. All hardware and network connections are chosen to be highly scalable.

Analytics

Service usage metrics
Yes
Metrics types
Number and duration of video calls by time period.
Scheduling and capacity usage.
Security incidents, reasons for denied, paused, or terminated visits.
Data can be provided by individual user.
Other custom analytics can be provided upon request.
Reporting types
  • API access
  • 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
Yes
Datacentre security standards
Complies with a recognised standard (for example CSA CCM version 3.0)
Penetration testing frequency
At least once a year
Penetration testing approach
‘IT Health Check’ performed by a CHECK service provider
Protecting data at rest
  • Physical access control, complying with CSA CCM v3.0
  • Physical access control, complying with SSAE-16 / ISAE 3402
  • Encryption of all physical media
  • Scale, obfuscating techniques, or data storage sharding
  • Other
Other data at rest protection approach
FIPS-assured encryption.
Secure containers - racks or cages.
Data sanitisation process
Yes
Data sanitisation type
  • Explicit overwriting of storage before reallocation
  • 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
Approved prison staff can export video recordings and data from the monitoring interface in encrypted format.
Data export formats
  • CSV
  • Other
Other data export formats
  • Video files.e.g MP4, webm
  • Audio files
Data import formats
Other
Other data import formats
N/A

Data-in-transit protection

Data protection between buyer and supplier networks
  • TLS (version 1.2 or above)
  • IPsec or TLS VPN gateway
Data protection within supplier network
  • TLS (version 1.2 or above)
  • IPsec or TLS VPN gateway

Availability and resilience

Guaranteed availability
Services are available 365 days x 24 hrs with guaranteed SLA of 99.9% of availability.
Approach to resilience
Available on request.
Outage reporting
Email alerts.

Identity and authentication

User authentication needed
Yes
User authentication
2-factor authentication
Access restrictions in management interfaces and support channels
Two-factor authentication required to access management interfaces and support interfaces. Access is restricted using Role Based Access Control to approved user accounts, VLAN on the network and access to the network interface. Routing restrictions are in place with registered MAC addresses and access to the routers is restricted to admin's only. VPN's are in place to ensure the data is secure during transit.
Access restriction testing frequency
At least every 6 months
Management access authentication
Identity federation with existing provider (for example Google Apps)

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
User-defined

Standards and certifications

ISO/IEC 27001 certification
Yes
Who accredited the ISO/IEC 27001
Lloyds Register
ISO/IEC 27001 accreditation date
05/07/2021
What the ISO/IEC 27001 doesn’t cover
None of our business activities are not within the scope of our ISO 27001 certification.

Our statement of applicability excludes outsourced software development, which we do not engage in. All development is done in-house.
ISO 28000:2007 certification
No
CSA STAR certification
No
PCI certification
Yes
Who accredited the PCI DSS certification
Security Metrics
PCI DSS accreditation date
04/02/2022
What the PCI DSS doesn’t cover
N/A
Cyber essentials
Yes
Cyber essentials plus
Yes
Other security certifications
Yes
Any other security certifications
Penetration tested by an NCSC approved CHECK Certified company

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
We follow security processes as documented in our Information Security Management System (ISMS) Policy Manual, based on ISO27001 standards.

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
Phonehub IO Ltd has a formal documented Change Management process in place as defined in its ISO27001 management system. The Change Management Board (CMB) meet weekly to approve or reject requests for changes, to ensure the integrity of the process.
Vulnerability management type
Conforms to a recognised standard, for example CSA CCM v3.0 or SSAE-16 / ISAE 3402
Vulnerability management approach
For known product vulnerabilities we regularly apply all operating system and software updates. Daily automated third party vulnerability scanning using tenable.io
Protective monitoring type
Conforms to a recognised standard, for example CSA CCM v3.0 or SSAE-16 / ISAE 3402
Protective monitoring approach
Pervasive security controls with Next Generation Antivirus (NGAV); Endpoint Protection and Response (EDR); and Threat Graph
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
Phonehub IO Ltd has a set of defined policies and procedures for incident management in accordance with ISO27001 best practice. The Information Security team will assess the seriousness of any situation and will take necessary action to limit any potential impact. All incidents are logged and reviewed.

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

Equal opportunity

Equal opportunity

We prevent bias within employment by offering equal opportunities for vulnerable and disadvantaged groups; and never discriminating against protected characteristics.

We work with prisons to create employment opportunities for prisoners in appropriate risk assessed positions.

We seek to employ neurodiverse individuals who face specific challenges in mainstream employment. The benefit is mutual, unlocking the hidden potential and unique perspectives of individuals with autism.

We provide an inclusive workplace, supporting our LGBTQ+ colleagues.

Pricing

Price
£5 a unit
Discount for educational organisations
No
Free trial available
No

Service documents

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 alex.redston@phonehub.io. Tell them what format you need. It will help if you say what assistive technology you use.