TPXIMPACT LIMITED

Language Preference Service

Our Cloud-based Language Preference service can securely store all your customer’s language preferences - meaning every time you communicate with them, whether by phone, email, or post, you can be sure you are using their preferred language. Our software integrates with Microsoft Outlook, CRM systems and any other application seamlessly.

Features

• Record customer language preference for any language, including braille.
• Record different languages for telephone, email or post.
• Customers record their preferences only once for each medium.
• Integration with Outlook via native vxd for seamlessness.
• Suite of APIs for integration with CRM and other systems.
• Allows language preferences to be shared (or not) across organisations.
• Cloud-base hosting for scalability, security and resilience.
• Simple setup.
• Easy to integrate in business process across your organisation.
• Existing customer lists can be uploaded on request.

Benefits

• Improve customer satisfaction by showing that you know your customer.
• Enables organisations to better cater for customers in multi-lingual environments.
• Share language preferences with other bodies (ideal for Public Sector).
• Ensures better understood communications with customers.
• Can be used for internal communications within multi-lingual organisations.
• Choose as many or as few languages as you wish.
• Choose as many or as few languages as you wish.
• Low-cost easy to understand subscription cost model.
• 24x7 availability.
• Support models to meet your organisation's needs.

£0.01 to £0.01 a user a day

• Education pricing available
• Free trial available

Service documents

• Pricing document

  PDF

• Skills Framework for the Information Age rate card

  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 bids@tpximpact.com. Tell them what format you need. It will help if you say what assistive technology you use.

Framework

G-Cloud 13

Service ID

522783253929142

Contact

Bid Team
07528419817
bids@tpximpact.com

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: Can work with the entire MS office suite including Office 365, as well as integration with CRM. Due to its restful API, it can integrate with most products.
• Cloud deployment model: Public cloud
• Service constraints: No constraints
• System requirements:
  • Ability to call Web services
  • Microsoft Office licensing is required for Outlook integration

User support

• Email or online ticketing support: Email or online ticketing
• Support response times: Within 4 hours
• User can manage status and priority of support tickets: Yes
• Online ticketing support accessibility: WCAG 2.1 AAA
• Phone support: Yes
• Phone support availability: 9 to 5 (UK time), Monday to Friday
• Web chat support: No
• Onsite support: Yes, at extra cost
• Support levels: Support level is 99.9% and underpinned by the Microsoft Azure Platform.; Premier support is available with costs dependent on the size of your user base.
• Support available to third parties: Yes

Onboarding and offboarding

• Getting started: We provide documentation which will show users how to install the Outlook plugin, and code snippets of how to integrate our APIs into your existing application. Professional services including help with development can be provided on request. We also provide an initial service to upload any existing language preferences for customers you may store already, on request.
• Service documentation: Yes
• Documentation formats: PDF
• End-of-contract data extraction: A dump of records associated with the organisation will be provided either on physical media or to an agreed electronic repository, in a CSV format with field explanations.
• End-of-contract process: The contract price includes the storage of as many customer language preferences as required through normal operations. Licences are per user within your organisation (i.e. the person querying the preference). It is anticipated that your entire user base would be licensed, particularly if automated systems will use the service.

Using the service

• Web browser interface: No
• Application to install: Yes
• Compatible operating systems: Windows
• Designed for use on mobile devices: Yes
• Differences between the mobile and desktop service: Our service is a backend service so simply requires integration with our JSON Rest API suite.
• Service interface: No
• User support accessibility: WCAG 2.1 AAA
• API: Yes
• What users can and can't do using the API: Our APIs can be used to:; Store a user or multiple user's language preference, for mail, phone or email.; Retrieve a user's or multiple user's language preferences for mail, phone or email.
• API documentation: Yes
• API documentation formats: PDF
• API sandbox or test environment: Yes
• Customisation available: Yes
• Description of customisation: Users of the service can determine:; Where they wish to share their customer's language preferences with other organisations.; Which languages they wish to store preferences for.

Scaling

• Independence of resources: Loads are balanced by the Premium Azure Infrastructure services we use and are scaled appropriately to ensure a high performance experience for all users of the service. We can also deploy to the most geographically appropriate Azure site for latency benefits.

Analytics

• Service usage metrics: Yes
• Metrics types: As part of the billing process, we provide metrics of how many searches have been conducted, and how many sets of customer details have been stored during the last month.
• Reporting types: Regular reports

Resellers

• Supplier type: Not a reseller

Staff security

• Staff security clearance: Conforms to BS7858:2019
• Government security clearance: Up to Security Clearance (SC)

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
  • Encryption of all physical media
• Data sanitisation process: Yes
• Data sanitisation type: Explicit overwriting of storage before reallocation
• 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: Data will be provided in a CSV dump file on request at end of contract.
• 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: Our service is underpinned by Azure and we provide 99.9% availability.
• Approach to resilience: Available on request.
• Outage reporting: Our public dashboard can be used to return the status of the APIs and the underpinning Azure infrastructure at any given time.

Identity and authentication

• User authentication needed: Yes
• User authentication: Username or password
• Access restrictions in management interfaces and support channels: Username and complex password
• Access restriction testing frequency: At least once a year
• Management access authentication: 2-factor authentication

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 receive audit information on a regular basis
• 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: British Assessment Bureau
• ISO/IEC 27001 accreditation date: 01/03/2021
• What the ISO/IEC 27001 doesn’t cover: N/A
• ISO 28000:2007 certification: No
• CSA STAR certification: No
• PCI certification: No
• Cyber essentials: No
• Cyber essentials plus: Yes
• Other security certifications: Yes
• Any other security certifications: SOC 2 type 1

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 are accredited under the Cyber Essentials Plus Scheme.

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: ITIL Compliant Change Processes are used throughout our service
• Vulnerability management type: Conforms to a recognised standard, for example CSA CCM v3.0 or SSAE-16 / ISAE 3402
• Vulnerability management approach: We use Azure Security Centre to identify threats to our services - this combines Microsoft global threat intelligence and expertise, with insights into cloud security-related events across our Azure deployments. The Azure Security Center helps us detect actual threats early and reduce false positives. Cloud security alerts provide insights into the attack campaign, including related events and impacted resources, and inform ways to remediate issues and recover quickly.; ; When required we can patch our live services within 1 hour.; We also subscribe to InfoSec and newsfeeds from all our main vendors to identify threats.
• Protective monitoring type: Conforms to a recognised standard, for example CSA CCM v3.0 or SSAE-16 / ISAE 3402
• Protective monitoring approach: UndisclosedConfiguration, change management, incident response and protective monitoring are all demonstrated in our compliance with the ISO-27001 information security standard on Azure.; In addition to Azure's ISO-27001 compliance, and our use of independent 3rd party penetration tests, Azure operates an assumed breach model and uses active red-team penetration testing and vulnerability management as part of our Operational Security Assurance (OSA).
• 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: Configuration, change management, incident response and protective monitoring are all demonstrated in compliance with the ISO-27001 information security standard.; Users can report incidents either via email or via telephone (for premier customers). Incident reports are provided by email.

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

• Fighting climate change:

  Fighting climate change

  The environment, and our impact on it, is a core focus for how TPXimpact operates and delivers services to our clients. We have published our Carbon Reduction Plan and are committed to achieving the SBTI targets.; ; We are a carbon neutral business and have set science-based reduction targets in order to minimise our environmental impact. We plan to offset all historical emissions caused by our organisation and its constituent companies, going back to when they were formed. We are reducing our emissions as much as possible, using cutting-edge software (e.g. Emitwise) to calculate, analyse and eliminate emissions across three key areas of scope, as outlined in our annual report:; ; Scope 1: gas emissions; Scope 2: purchased district heating and electricity emissions; Scope 3: emissions arising from vehicles, business travel, employee commuting, and purchased goods and services. ; ; This year we have invested in Gold Standard offset projects to offset 100% of our emissions, planting trees and donating to Rewilding Britain. Employee-focused initiatives have included rolling out Ecosia (an eco-friendly extension to Google Chrome) across the company, and setting up an electric vehicle leasing scheme.; ; We will continue to deepen the measurement of, and action on, all of our emissions in the coming years (for example, understanding the variance in the energy consumption across our various rented properties). We will also focus on fully measuring our Scope 3 emissions: employee commuting, waste disposal, supply chain, climate conflicts, investments, and the products and services we have helped create, e.g. through operating flexible working policies to reduce the environmental impacts from commuting.; ; Our roadmap contains ambitious plans for carbon neutrality certification, carbon budgets, employee incentivisation and continued growth of the products and services our company offers which help our clients understand, measure and reduce their impact on the planet.
• Covid-19 recovery:

  Covid-19 recovery

  Positive and supportive working conditions (including good mental health and wellbeing) have always been important to us. In supporting the recovery from the pandemic, we've taken firm measures to support our clients and their teams (for example, through establishing flexible working practices, observing all social distancing requirements, making good use of collaborative tools to minimise physical contact when necessary), as well as supporting the physical and mental wellbeing of our own staff, for example through providing equipment to support mobile/home-working.; ; As we reacted and adapted to COVID we prioritised team and family wellbeing when redesigning policies. Examples included continuing to pay full-time wages throughout lockdown when people were unable to work full hours due to caring responsibilities, providing free access to an independent employee assistance programme, and training 18 mental-health first aiders from amongst our staff.; ; Most employees already worked from home but where any used offices, the company moved everyone to 100% remote working, ensuring there was no impact to customers or service delivery. ; ; As restrictions lifted, our communal offices re-opened and we've continued to evaluate our policies and practices, which include exploring new ways to work whilst at the same time supporting local businesses and delivering services to our clients without interruption.
• Tackling economic inequality:

  Tackling economic inequality

  Social responsibility is at the core of our culture and work-processes:; ; We try to help local communities as much as possible during project delivery, e.g. employing local over distanced staff, using local subcontractors by preference, and sponsoring local firms, apprenticeships and outreach activities.; We're funding places under the Modern Apprentice scheme, providing opportunities for individuals from locally deprived areas to work in the technology sector.; We're also establishing a Software Development Academy based to promote interest in technology-based careers amongst under-represented communities, providing long-lasting career-paths within the sector.; ; We're investing in the future of the communities where our offices are based (London, Bristol, Cardiff, Canterbury, Manchester, Leeds, Edinburgh), creating 500 new UK jobs by 2025 with a minimum of 25% recruited from deprived areas. We're also kickstarting one thousand careers through community action programmes, for example our partnership with Code First Girls, FemMentored, IntoScience & Futurecoders, and we sponsor Arkwright Scholars, a programme which supports under-represented students entering engineering. We've also established a Future Leaders programme, investing time and money in activities that are equipping our communities with the necessary skills to contribute to and benefit from the fourth industrial revolution. ; ; Each year, we donate 1% of our pre-tax profits and pledge 1% of employee time to invest in sustainable futures for the communities where our employees live and work. ; ; We apply similar principles and standards across our supply chain, ensuring back-to-back commercial agreements are in place to align subcontractors to our working standards and values. For instance, we have a zero-tolerance approach to modern slavery and are fully committed to preventing slavery and human trafficking both in our operations and in our supply chains.; ; We encourage diversity in our supply chains, often favouring working with new start-ups and SMEs to encourage and broaden the technology marketplace.
• Equal opportunity:

  Equal opportunity

  We strive to attain equality of opportunity in delivering all our services to clients. For example, we conduct regular baseline diversity and inclusion surveys across all business areas, setting diversity targets and actions to help us achieve them. We measure representation across all levels and pay quartiles for: gender, ethnicity, socio-economic background, sexuality, age, disability and caring responsibilities. ; ; In the last reporting period, we’ve reduced 73% of the gaps we previously measured across diversity, equality and inclusivity but recognise that there is still more to be done. Our workforce is:; ; 48% female; 16% BAME; 12% LGBTQ+; 6% disabled; ; We've recently diversified our recruitment channels, in part by strengthening our relationships with community partners. All hiring managers receive unconscious bias training and we use specialist partners like YSYS and Ada’s List to help attract more diverse talent from non-traditional routes.; ; In 2019 we set up the Future Leaders programme, designed to shake up the boardrooms of tomorrow by investing in under-represented talent today. We recognise that women, ethnic minorities and people from low-income backgrounds are still massively under-represented at senior levels in business. The Future Leaders incubator seeks out young entrepreneurs from these communities and gives them the skills, network and support they will need for success. In subsequent years, we've opened up the Future Leaders programme to young people in London, Canterbury, Oslo and Sofia. Working with grassroots organisations, applicants come from a wide variety of backgrounds and in the last cycle we funded five young entrepreneurs through the scheme.; ; We're members of the Tech Talent Charter and intend to help change the composition of the tech sector by continuing to raise the standards of our Diversity, Equity and Inclusion initiatives, raising awareness of issues and investing in a pipeline of diverse talent.
• Wellbeing:

  Wellbeing

  The wellbeing of our teams – including project teams made up of both client and supplier staff – is top priority. We’ve built a model for managing productivity in a sustainable way, working efficiently within mixed client/TPXimpact teams (both on-site and remotely). At the same time, we nurture the ‘human’ work-element, for example through reinforcing a culture of trust, professionalism and mutual respect. ; ; We actively promote wellbeing through the following programmes and initiatives:; ; We provide mental-health awareness training for all staff, and have established a network of Mental Health First-Aiders throughout the business, achieving a MHFA:staff ratio of 1:14.; We provide well-signposted mental health application and services (for example, access to 24/7 counselling for any staff member through an Employee Assistance scheme).; We run Wellness Programmes: monthly health and wellbeing events with expert practitioners.; We provide active line-management support, proactively checking stress/performance levels for every member of staff, intervening and supporting individuals as necessary.; ; We also measure wellbeing for each engagement, and across TPXimpact via monthly ‘Pulse’ surveys which gather and report on health/wellbeing data which is collected anonymously across all members of staff. Each team-member (regardless of role and seniority) looks out for others in their team, ensuring people get the support they need early on.

Pricing

• Price: £0.01 to £0.01 a user a day
• Discount for educational organisations: Yes
• Free trial available: Yes
• Description of free trial: A time-limited trial of our sandpit environment can be arranged on request

Service documents

• Pricing document

  PDF

• Skills Framework for the Information Age rate card

  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 bids@tpximpact.com. Tell them what format you need. It will help if you say what assistive technology you use.