Voice Connect Limited

VC Lone Worker

Cloud Based Lone Worker alarm handing service, provides personal protection for lone working staff, from our UK based Alarm Receiving Centre, 24/7 365 days a year. Fully managed administration of the system provides reporting to the individual or section/group manager, the service can be accessed from landline/mobile, or mobile APP).

Features

• Fully managed Lone worker alarm handing 24/7 service.
• Service uses the lone workers existing Mobile or Tablet.
• Free downloadable Mobile or Tablet APP IOS or Android.
• GPS Tracking whilst lone working as standard.
• Live alarm handling, that can be Customised person/ group.
• Fully managed administration of the service
• Monthly Management Reporting service
• Text Message optional reminder service
• Mobile Reminder downloaded into Diary or Notification
• Synchronies the service across different mobile Apps

Benefits

• Monthly Management Analysis Reporting Service
• Optional integration into Active Directory reducing administration
• Integration with Microsoft Outlook Calendar for Lone Working Jobs
• Easy Set up process for onboarding
• 24 hour Access of the service
• Simple Managed Administration Process for Moves and Changes
• Ability to access service without the Mobile APP
• In House UK Based Fully Manned Alarm Receiving Centre
• Bread trail of GPS Coordinates whilst Lone working
• Management status supplied via secure link to the client

£0.50 to £5.00 a licence a month

• 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 paul.trayler@voiceconnect.co.uk. Tell them what format you need. It will help if you say what assistive technology you use.

Framework

G-Cloud 14

Service ID

517075087688053

Contact

Paul Trayler
07973 986 895
paul.trayler@voiceconnect.co.uk

Service scope

• Software add-on or extension: No
• Cloud deployment model: Public cloud
• Service constraints: The VC Lone Worker Service is hosted across multiple data centres to create full redundancy on the service with three Lone Worker servers, so that at any one time there are two replicated servers in live operation. ; The Lone worker service is designed to automatically rollover to secondary systems in the event of an emergency. In addition if the main ARC site was unavailable, lone worker monitoring would continue from pre organised secondary sites.; The service is also connected by two different telephony service providers to give resilience to access of the service.; We do not envisage any service restrictions.
• System requirements: Free downloadable Mobile App for Android or IOS

User support

• Email or online ticketing support: No
• Phone support: Yes
• Phone support availability: 24 hours, 7 days a week
• Web chat support: No
• Onsite support: No
• Support levels: The service is fully supported with one level of service included within the service cost, The delivery of the service is covered 24 Hours a day, with Lone Worker support available via e mail and over the phone from 24 Hours per day.
• Support available to third parties: No

Onboarding and offboarding

• Getting started: The service is implemented through the project team, with pre installation consultation, we provide user documentation and also provide online training and support of the service, with the option of onsite training at an additional cost
• Service documentation: Yes
• Documentation formats: PDF
• End-of-contract data extraction: At the end of the contract, the ARC Management team will delete the Lone worker Information and can supply all the contact information in a CSV format
• End-of-contract process: The service monthly cost covers all costs apart from Text Mobile notifications which are charged on a quarterly basis based on usage, this service is an option and can be enabled or disabled in the initial configuration.

Using the service

• Web browser interface: Yes
• Supported browsers:
  • Internet Explorer 11
  • Microsoft Edge
  • Firefox
  • Chrome
  • Safari
• 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 has been specifically designed to work with Mobile services and Management of the Lone Worker Teams can also be provided via a Web Browser with a secure link to the Lone Worker Service.
• Service interface: No
• User support accessibility: None or don’t know
• API: No
• Customisation available: No

Scaling

• Independence of resources: The service is load balanced across several virtual servers to make sure the service is available during high demand, we have a roll out plan to add additional virtualized servers to the network as demand increases.

Analytics

• Service usage metrics: Yes
• Metrics types: Reporting gives statistical information on the whole organisation, which can be used by Departmental Heads, H & S and Team Managers ; Reporting includes;; • How many time a user logs in over the period set;; • How many times the user extends a lone worker Job;; • Exception reporting on LW users not using the service.; • How many text reminders were sent for a lone worker job (if used);; • How many cancellations were made by the lone worker; • How many alarms were responded to by the ARC team; Reporting is exportable in CSV or Excel
• Reporting types: Regular reports

Resellers

• Supplier type: Not a reseller

Staff security

• Staff security clearance: Other security clearance
• Government security clearance: Up to 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: Never
• Protecting data at rest: Encryption of all physical media
• Data sanitisation process: No
• Equipment disposal approach: In-house destruction process

Data importing and exporting

• Data export approach: Data can be exported in a CSV format on a scheduled basis or can be provided in performance reporting of the Lone Workers
• 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: The guaranteed availability SLA service target is set at 99.95% availability; Voice Connect provides Monthly Service Availability Report for the following Services ; Lone Worker Services; Mobile App IOS and Android; Text Message Reminder; Additional Reporting based on the level of service offered and if integrating into Clients Control Centre; Portal Access Alarm Handler; Alarm to Alarm Handler; Alarm to Escalation to Client s Control Centre; Service Credit Award are available based on Failed Service Availability Period.; These are also based on category of the business impact, the service affected, definition, hours covered. If the response is raised by the Client or the ARC Team. Including Reporting Process, Target Response, Target Resolution. Plus on the Voice Connect ARC Team Target Notification and Target Resolution
• Approach to resilience: The VC Lone Worker Service is hosted across multiple data centres to create full redundancy on the service with three Lone Worker servers, so that at any one time there are two replicated servers in live operation. ; The Lone worker service is designed to automatically rollover to secondary systems in the event of an emergency. In addition if the main ARC site was unavailable, lone worker monitoring would continue from pre organised secondary sites.; The service is also connected by two different telephony service providers to give resilience to access of the service.
• Outage reporting: The Lone worker service is managed by the Alarm Receiving Centre 24 Hours a day 365 days a year and will report on any outages via text or Email alerts

Identity and authentication

• User authentication needed: Yes
• User authentication: Username or password
• Access restrictions in management interfaces and support channels: Management interface is secured with limited access to the Alarm Receiving Centre and IT Support Team with login and password protection, We offer certain clients additional management Interfaces, The connection is secured via a dedicated IP and an encrypted link for security. and require require a login and password to identify users ; The system will need to recognise the dedicated IP address presented to us from the client user.; The staff will then be asked to login to the system with individual logins controlled by VC.
• Access restriction testing frequency: At least every 6 months
• Management access authentication:
  • 2-factor authentication
  • Username or password

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

Standards and certifications

• ISO/IEC 27001 certification: No
• ISO 28000:2007 certification: No
• CSA STAR certification: No
• PCI certification: No
• Cyber essentials: Yes
• Cyber essentials plus: Yes
• Other security certifications: No

Security governance

• Named board-level person responsible for service security: Yes
• Security governance certified: Yes
• Security governance standards: Other
• Other security governance standards: Cyber Essentials Plus
• Information security policies and processes: Information Security Policies and Processes are covered under our Integrated Management System (IMS); which includes Information Security & Scope and Policy, Information Security and Computer Use Agreement, Voice Connects Reporting structure for these matters Managing Director, Technical Director and Quality / Health and Safety Manager

Operational security

• Configuration and change management standard: Supplier-defined controls
• Configuration and change management approach: Configuration and change management processes are defined in Voice Connect IMS Manual; Our Integrated Management System (IMS) enables us to implement the following:; (1) Quality Management;; (2) Information Security Management;; (3) Business Continuity Management;; (4) The requirements of the NHS Data Security Protection Toolkit (DSP Toolkit);; (5) Anti-Corruption Management. ; The components of the service are fully tracked as part of the service and are covered under Procedure JF-1 Software Design and Development; Changes are assessed for potential security impact by following our Change Control Procedure IS-6 Change Control
• Vulnerability management type: Supplier-defined controls
• Vulnerability management approach: Information Security Management, we deploy patches on a weekly basis as part of our house keeping which includes ; (1) Risk Assessment; (2) WSUS Server; (3) Manual update of Microsoft Windows 10 Apps; (4) SAGE Updates; (5) Cyber Essentials
• Protective monitoring type: Supplier-defined controls
• Protective monitoring approach: This is part of Voice Connect Integrated Management System (IMS) enables us to implement the following:; Information Security Management, we deploy patches on a weekly basis as part of our house keeping and actively. Monitor all systems for security , we will respond following our Voice Connect IMS Procedure MS-4 - Response to Non-Conformity or Incident . This procedure specifies how to respond to a non-conformity, non-compliance, customer complaint or (information security, business continuity, environmental, health and safety or service) incident.
• Incident management type: Supplier-defined controls
• Incident management approach: Voice Connect IMS Procedure MS-4 - Response to Non-Conformity or Incident . This procedure specifies how to respond to a non-conformity, non-compliance, customer complaint or (information security, business continuity, environmental, health and safety or service) incident.; If an employee becomes aware of Ia non-conformity, (customer) complaint or incident, he/she must report it to one of the following, Manager or Director.; Non-Conformity or Incident Report; If appropriate, we would provide the report to any relevant authority, customer or supplier , details of an (information security, business continuity, environmental; or health and safety) breach of legal requirements and/or requires; action or assistance.

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
  • Equal opportunity
  • Wellbeing

  Fighting climate change

  By providing a Cloud |Hosted service we are reducing the amount of Server hardware that previously had to be manufactured, delivered and installed at the clients site and reducing the electricity power consumption by providing a centralised service

  Equal opportunity

  the service can be provided for individuals, teams or organisation wide on both Android and IOS mobile operating systems and can be used and configured for both male female and other gender lone workers away from the office and or at remote installations i.e. sewage works, power sub station or small clinics and patients / clients home

  Wellbeing

  VC Lone working services are about to provide an emergency alarm service which when instigated alerts the manned Alarm Receiving centre who contacts the lone worker and or includes initial contact and where required, instigates a escalation procedure to ensure the safe working of the remote worker

Pricing

• Price: £0.50 to £5.00 a licence a month
• Discount for educational organisations: No
• Free trial available: Yes
• Description of free trial: Provision of the VC Lone worker Service for a set number of Pilot users over an agreed timescale of 2 to 4 weeks with full evaluation of the service .; ; The service includes usage of the Lone Worker Apps for the trial

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 paul.trayler@voiceconnect.co.uk. Tell them what format you need. It will help if you say what assistive technology you use.