Phonio UK Ltd (Telio)

Secure Prisoner Entertainment Hub

Tailored solution to deliver entertainment and infotainment content to inmates on Android tablets. The service offerings include video on demand, music on demand, a collection of games and can be updated remotely with many other features such as books and e-learning courses.

Features

• Video on Demand
• Music on Demand
• Mobile Games
• Offline Games
• Content Management
• Mobile Device Management

Benefits

• Help understaffing issues by keeping inmates occupied while in cell
• Contributes to the overall mood of individuals and prison population
• Promote rehabilitation

£94 a device a month

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 jim.mountain@tel.io. Tell them what format you need. It will help if you say what assistive technology you use.

Framework

G-Cloud 14

Service ID

489397633602311

Contact

Jim Mountain
+4915251920318
jim.mountain@tel.io

Service scope

• Software add-on or extension: No
• Cloud deployment model:
  • Private cloud
  • Community cloud
• Service constraints: The inmate end-user experience is designed to be anonymous and session-driven. The tablet solution is designed to allow passing the devices from one inmate to another sometimes in the same cell. Hence no personal inmate data is stored on the tablet, including no favourites, configurations or progress. The tablet is to be reset before passing from inmate to inmate.
• System requirements:
  • The service requires Android OS Tablet devices
  • Connectivity is reliant on availability of cellular network or Wifi

User support

• Email or online ticketing support: Email or online ticketing
• Support response times: Support response Service available based on following schedule: ; ; - Support helpdesk: 09:00 till 17.00 Monday to Friday; ; - Maintenance services: 24 hours per day, 365 days a year ; ; - We also offer an online help facility and incident management area where our customers can access support and create, update and view incidents 24 hours per day 7 days per week.
• 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), 7 days a week
• Web chat support: No
• Onsite support: Onsite support
• Support levels: When delivering service to our customers Phonio/Telio applies ITIL methodology. Service Desk work flows and document management are software supported. Within the Service Centre we set clear targets to attain this highest level of customer satisfaction. Examples from current customer operations: - Phonio provide a stable service and timely resolution of problems - Uptime of the service to exceed 99.5% - Correct administration of all incidents (requests) within the ticketing system (status update, update tickets and escalate ticket to IT as necessary) - First level resolution rate, 90%. Resolve tickets at the Service Centre level, without escalating to the IT Department. - Complete up-to-date CMDB, hardware traceable. - Average wait time of completed calls < 30 seconds for our customers when they call the Service Centre - We are pro-active contacting our customers Our service team is equipped with all necessary roles and skills to meet these requirements.
• Support available to third parties: Yes

Onboarding and offboarding

• Getting started: Phonio UK will provide on-site training at each establishment for all relevant users of our system. We will explain how the tablet entertainment system works for the prisoners and we will provide full staff training on the use of the software. If there is a significant system update a new training event will be planned. An online help facility is available as well as a support help desk.
• Service documentation: Yes
• Documentation formats:
  • HTML
  • PDF
• End-of-contract data extraction: At the end of any contract all relevant data will be securely extracted from the system in a format which will be usable by the next provider. This will be delivered in a secure medium only to authorised personnel. Data will be removed from the Telio system and securely destroyed by a recognised data specialist.
• End-of-contract process: Phonio UK will facilitate and cooperate with the incoming supplier to an agreed transition plan. This will include exporting and making available data in an agreed format. All supplied equipment remains the property of Telio. This will be removed at zero cost to the customer.

Using the service

• Web browser interface: No
• Application to install: Yes
• Compatible operating systems: Android
• Designed for use on mobile devices: Yes
• Differences between the mobile and desktop service: There is no desktop service, only the mobile applications for tablets. ; ; The end-users (inmates) cannot install apps themselves, but the IT administrators can install and update apps remotely on user devices using the mobile device management system.
• Service interface: No
• User support accessibility: None or don’t know
• API: No
• Customisation available: No

Scaling

• Independence of resources: The service has a fallback mechanism to offline mode which is enclosed to each specific device.; ; Devices do not share bandwidth since they are individually connected via mobile data, there is no limit to how many devices we have connected concurrently; ; Each content provider optimizes the bandwidth allocation for each entertainment service to match the preset contractual terms.; ; Contract based capacity reservation. But also load balancing and graceful degradation

Analytics

• Service usage metrics: Yes
• Metrics types: We track device usage, network usage and user engagement with the content
• Reporting types:
  • Real-time dashboards
  • 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
  • European Economic Area (EEA)
  • Other locations
• 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: Another external penetration testing organisation
• Protecting data at rest:
  • Physical access control, complying with another standard
  • Encryption of all physical media
  • Scale, obfuscating techniques, or data storage sharding
  • Other
• Other data at rest protection approach: Database encryption, encryption of backup files. Access control by means of username and password.
• 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: End-users (inmates) cannot export their data since they are under a strict security protocol. Administrators can export data in multiple management panels.
• Data export formats:
  • CSV
  • Other
• Other data export formats: PDF
• Data import formats:
  • CSV
  • Other
• Other data import formats: PDF

Data-in-transit protection

• Data protection between buyer and supplier networks:
  • Private network or public sector network
  • IPsec or TLS VPN gateway
  • Other
• Other protection between networks: The connection is established over 4G/5G by mobile carriers
• Data protection within supplier network:
  • IPsec or TLS VPN gateway
  • Other
• Other protection within supplier network: The connection is established over 4G/5G by mobile carriers

Availability and resilience

• Guaranteed availability: Phonio UK guarantees 99.5% availability of service
• Approach to resilience: The service has a fallback mechanism to offline mode which is enclosed to each specific device.; ; We use multi-network approach for mobile connectivity
• Outage reporting: Our solution offers a private dashboard to monitor status, API connection to integrate with 3rd party monitoring services and also custom email alerts to be triggered when event criteria is met.

Identity and authentication

• User authentication needed: No
• Access restrictions in management interfaces and support channels: Managed by external suppliers, Username and password combination.
• Access restriction testing frequency: At least every 6 months
• Management access authentication:
  • 2-factor authentication
  • Public key authentication (including by TLS client certificate)
  • 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: DAkkS D-ZM-16031-01-00
• ISO/IEC 27001 accreditation date: 2017
• What the ISO/IEC 27001 doesn’t cover: Currently all headquarter functions, and the countries Germany, Netherlands and Hungary are covered. Other local sales offices are currently not covered. Telio in Australia has a separate ISO 27001 certification.
• ISO 28000:2007 certification: No
• CSA STAR certification: No
• PCI certification: No
• Cyber essentials: Yes
• Cyber essentials plus: No
• Other security certifications: Yes
• Any other security certifications:
  • IT Grundschutz
  • GDPR certification in progress

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: Telio's handbook on Information Security Management is at the basis of our ISO 27001 certification. We implemented a group-wide information security management system and an enterprise risk management. IT Governance is done by close collaboration between IT-Security and information security department.

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: The Phonio configuration and change management approach is based on the Information Technology Infrastructure Library (ITIL) best practices.
• Vulnerability management type: Supplier-defined controls
• Vulnerability management approach: Vulnerability Reports and patches of third party suppliers receive follow up without delay. At this stage we choose not to disclose further specific detail on our vulnerability management approach.
• Protective monitoring type: Supplier-defined controls
• Protective monitoring approach: Our solution is a closed system which in itself greatly reduces the number of potential compromises. The system is proactively monitored 24/7. Incidents receive follow up without delay. At this stage we choose not to disclose further specific detail on our protective monitoring approach
• 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: The Phonio UK incident management approach is based on the Informa􀆟on Technology Infrastructure Library (ITIL) best practices

Secure development

• Approach to secure software development best practice: Supplier-defined process

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

  Phonio UK has used Cloud deployment to contribute to climate change mitigation efforts through energy efficiency, renewable energy adoption, and sustainable infrastructure practices. By embracing green computing principles and prioritizing environmental sustainability, Phonio UK has contributed to building a more sustainable and resilient digital infrastructure for the future.

  Covid-19 recovery

  Phonio UK COVID-19 recovery efforts in prisons have addressed the mental health and well-being of inmates, who may experience heightened stress, anxiety, or isolation during the pandemic. ; ; By providing access to various Technologies (tablets, kiosks, personal devices) inmates continue to benefit from enhanced learning opportunities, access to information and updates as well as regular communication methods.

  Tackling economic inequality

  Tackling economic inequality Tackling economic inequality Tackling economic inequality Tackling economic inequality

  Equal opportunity

  Inmate tablet programs can promote digital literacy and technology skills development among incarcerated individuals, empowering them to navigate digital platforms, communicate effectively online, and access information independently. By providing equal opportunities to develop digital literacy skills, these initiatives prepare inmates for success in an increasingly technology-driven world and reduce barriers to accessing educational and employment opportunities post-release. ; ; By providing equal access to cultural and recreational opportunities, regardless of individual tastes or preferences, these initiatives ensure that all inmates have the chance to engage in activities that promote relaxation, enjoyment, and personal enrichment. ; ; Inmate tablet programs can incorporate behavioral incentives and rewards to encourage positive behavior and participation in educational and rehabilitative activities. By providing equal opportunities to earn privileges or rewards based on merit and achievement, rather than personal connections or financial resources, these initiatives promote a fair and transparent system of incentives that motivates all inmates to strive for success and personal growth.

  Wellbeing

  Regarding entertainment, films play a significant role in providing escapism, storytelling, and cultural commentary. They offer audiences a range of experiences, from action-packed blockbusters to thought-provoking dramas and everything in between. Films can entertain, educate, and inspire, serving as a reflection of society's values, concerns, and aspirations. They also contribute to the economy through box office revenue, streaming subscriptions, merchandise sales, and tourism related to filming locations. Overall, films are a vital component of global entertainment culture. ; ; Inmates often experience long periods of idleness and boredom, which can lead to frustration and negative behavior. Providing access to tablet devices with entertainment options such as e-books, movies, music, games, and educational content can help alleviate boredom, occupy free time productively, and reduce the likelihood of engaging in disruptive or harmful activities. ; ; Providing inmates with access to entertainment options can help reduce tensions and prevent conflict or violence within the prison environment. Engaging in recreational activities and entertainment distractions can serve as a constructive outlet for pent-up energy and frustration, channeling inmates' focus away from negative behaviors and promoting a more peaceful and harmonious atmosphere.

Pricing

• Price: £94 a device a month
• Discount for educational organisations: No
• Free trial available: No

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 jim.mountain@tel.io. Tell them what format you need. It will help if you say what assistive technology you use.