NeoFace Facial Recognition Solution

NEC’s NeoFace Facial Recognition is a high performance and scalable face recognition software solution which provides users with a platform to identify a subject in three main categories namely: (i) Image & Video Retrospective Facial Recognition: (ii) Live Facial Recognition and (iii) Operator initiated Face recognition.


  • Subject Image Enrolment
  • Image-based Retrospective Facial Recognition
  • Video-based Retrospective Facial Recognition
  • Live Facial Recognition
  • Operator Initiated Facial Recognition
  • Auditing and reporting tools
  • Built in data retention and privacy tools
  • Highly configurable solution to accommodate your use cases


  • Use our world leading NeoFace algorithm independently assessed by NIST
  • Watchlists can be created, edited or deleted manually or automatically
  • Use images or videos to retrospectively identify individuals within them
  • Realtime identification based on a watchlist using live facial recognition
  • Intuitive GUI, updated over 15 years of feedback from forces
  • Identifications on the go using our facial recognition mobile app
  • Reduce costs of subject identification from 10 days to minutes
  • Easily scale up your solution to maximise the benefits


£6.66 a unit

Service documents

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G-Cloud 13

Service ID

5 2 8 2 7 7 2 0 8 3 4 3 9 6 2


Telephone: 07852 936231

Service scope

Software add-on or extension
Cloud deployment model
  • Public cloud
  • Private cloud
Service constraints
Professional services are typically available and provided 9 to 5 (UK time) on weekdays excluding UK bank holidays.
NEC will provide customers with system sizing and recommended specifications. Specifications should be used in order to meet customer’s requirements. It's most critical for Live facial recognition package.
Intel or AMD CPUs supported, high CPU and RAM clock frequencies are advised. SSD hard drives are highly recommended.
If using realtime cameras, NVIDIA GPUs may be recommended to improve infrastructure cost. Other GPUs are not supported.
If using Operator Initiated Facial Recognition Package, network connection is required between mobile device and Neoface servers.
System requirements
  • Workstation with a HTML5 Browser (Chrome, Firefox or Microsoft Edge)
  • Windows Server 2019
  • Microsoft SQL Server 2019
  • 1 Gbps for realtime, 10 Mbps for retrospective facial recognition
  • Better than 50ms network response time
  • Patched with the latest service packs and windows updates
  • Must have an English (UK) operating system
  • NeoFace must be the only application installed on the server

User support

Email or online ticketing support
Email or online ticketing
Support response times
While there are no responses or other targets related to incidents and service requests, any call raised via the Helphub portal provides immediate confirmation that the call has been logged and received by the NEC service desk. The NEC support team will commence, all progress is updated within the call and are visible on the Helphub so that customers can see in real time the progress of their call.
User can manage status and priority of support tickets
Online ticketing support accessibility
WCAG 2.1 AA or EN 301 549
Phone support
Web chat support
Onsite support
Yes, at extra cost
Support levels
A single standard support service is offered which has no service level targets or KPIs.
Support is provided from a pool of experienced engineers overseen by a lead engineer.
Support available to third parties

Onboarding and offboarding

Getting started
The following on-boarding activities will be provided for the Standard Service Package Bronze and Silver Tiers. Any other chosen packages will be evaluated and further on-boarding days will be provided:
Initial delivery of NeoFace Facial Recognition Solution to include, Project Management, installation, solution configuration, scoping study, Bulk image enrolment support.
Train the trainer training is carried out at the customer’s premises with accompanying documentation. An NEC trainer will cover in depth technical and admin training. The NEC Trainer will also provide user training, explaining the fundamentals of facial recognition, scenarios where it can and cannot help and the use of the NeoFace facial recognition solution. The trainer will also guide users through the user interface and, in a hands-on session, help users enrol, enhance and search faces alongside generating reports and explore the image comparison tools.
Note all activities are provided on a fixed time basis, any requirement for additional time will be subject to further commercial agreement.
Service documentation
Documentation formats
End-of-contract data extraction
Not applicable.
End-of-contract process
Any associated costs with end of contract activities will be based on the NEC SFIA Rate Card.

Using the service

Web browser interface
Supported browsers
  • Microsoft Edge
  • Chrome
Application to install
Compatible operating systems
  • Android
  • IOS
  • Linux or Unix
  • Windows
Designed for use on mobile devices
Differences between the mobile and desktop service
The service can be used by using a mobile app for operator initiated facial recognition.
Service interface
User support accessibility
None or don’t know
Description of service interface
To integrate with the Bronze and Silver NeoFace Facial Recognition solution, REST API, Web Services API and Import Folders interfaces are available.
To integrate with the Gold NeoFace Facial Recognition solution, a Web Services API is available.
CSV and files based bulk loading tools are available for our products to initially populate the databases with millions of customer data records.
Accessibility standards
None or don’t know
Description of accessibility
Not applicable.
Accessibility testing
Not applicable.
What users can and can't do using the API
● Start, stop and update the NEC NeoFace Watch system.
● Work with subjects, photos, and enrolling subjects
● Create, change and manage watchlists, and the subjects in watchlists
● Using matching methods to find matches between probe images and subject photos
● Receive real time notifications when a match hit is detected by the real time processing components
Using the Watch API generally follows one of two workflows:
1. Real-Time Alerting: You enrol and manage subjects and images, manage watchlists, subscribe to events, and receive notifications when face matches occur.
2. Face Matching (Probing): You use the Watch API to perform face matching between images, biometric face parameters, and subject and watchlists.
API documentation
API documentation formats
  • Open API (also known as Swagger)
  • PDF
API sandbox or test environment
Customisation available
Description of customisation
Different combinations of service packages can be used. Each service also has flexibility to be customised and tailored to specific client needs.


Independence of resources
Each client has our solution hosted on their private cloud and other clients’ use will not be affected by other’s demand.
Should internal users’ increase the demands on their system, the software can be scaled both vertically and horizontally as needed.


Service usage metrics


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
Data storage and processing locations
United Kingdom
User control over data storage and processing locations
Datacentre security standards
Supplier-defined controls
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 another standard
Data sanitisation process
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
CSV and files based bulk loading tools are available for our products to initially populate the databases with millions of subject data records. The APIs can also be used for bulk and ongoing loading and processing of data.
Data can be input and processed through input folders, APIs, and realtime video streams.
Subject data can be exported from the system in batches via the GUI, or in bulk via the API.
Reports can be exported from various parts of the system via the GUI.
Data export formats
  • CSV
  • Other
Other data export formats
  • XLSX
  • PDF
Data import formats
  • CSV
  • Other
Other data import formats
  • Images: JPG, BMP, TGA, PGM, PNG, PPM and TIFF
  • Videos: MP4, AVI, Axis ASF, MPEG, FLV, MKV, MOV, AVE
  • Users can upload images through the GUI, or import folders
  • Video Streams including live IP cameras and broadcasts.
  • Supported formats: RTSP, MJPEG and codecs such as H.264, H.265.

Data-in-transit protection

Data protection between buyer and supplier networks
  • Private network or public sector network
  • Other
Other protection between networks
There is no communication or data transfer between the buyer's network and our network as the solution is hosted on the customer’s private cloud.
Data protection within supplier network
Other protection within supplier network
As the customer will use their own private cloud, our Network is not used.

Availability and resilience

Guaranteed availability
The service is available 365x24x7, except for planned and emergency maintenance.
Approach to resilience
Available on request.
Outage reporting
The NEC Support Service encapsulates the core disciplines within the Service Operation function defined within the ITIL framework and is certified to the ISO 20000-1: standard (ITMS 590722) with the renewal audit successfully completed in January 2022.
The Major Incident management disciplines are delivered by experienced teams used to working with business critical, high availability services that are essential to the business operations of our customers.
All Support Service team members receive training with respect to the ITIL methodology, with key individuals being ITIL accredited. A number of key individuals are certified to intermediate foundation level.

Identity and authentication

User authentication needed
User authentication
  • Dedicated link (for example VPN)
  • Username or password
  • Other
Other user authentication
Authentications is handle by the software on the customer’s private cloud.
Access restrictions in management interfaces and support channels
Separate networks are used for users, and for support and management purposes. These are logically separated using vlans and firewalls. All management and support staff have access via the management network and end users are excluded.
Access restriction testing frequency
At least once a year
Management access authentication
  • Dedicated link (for example VPN)
  • 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
Access to supplier activity audit information
Users receive audit information on a regular basis
How long supplier audit data is stored for
How long system logs are stored for

Standards and certifications

ISO/IEC 27001 certification
Who accredited the ISO/IEC 27001
ISO/IEC 27001 accreditation date
07/06/2021; valid until June 2024. Certificate IS 598449.
What the ISO/IEC 27001 doesn’t cover
The NEC Information Security Management System (ISMS) is registered to ISO 27001:2013 and therefore audited by BSI at least annually. All NEC staff are required to comply with the ISMS.
ISO 28000:2007 certification
CSA STAR certification
PCI certification
Cyber essentials
Cyber essentials plus
Other security certifications
Any other security certifications
  • Cyber Essentials and Cyber Essentials Plus
  • Business Continuity Management ISO22301:2019
  • Environmental Management ISO14001:2015
  • Information Security Management ISO27001:2013
  • Service Management ISO20000:2018
  • Quality Management ISO9001:2015

Security governance

Named board-level person responsible for service security
Security governance certified
Security governance standards
ISO/IEC 27001
Information security policies and processes
The NEC Senior Information Risk Owner (SIRO) operates at board level and has overall responsibility and accountability for all aspect of security governance. The SIRO is supported by an Information Security Steering Group (ISSG) which is headed by the Security Director and has representatives from all areas within the organisation. The ISSG is responsible for agreeing policies with the SIRO and ensuring they are implemented across the business. An operational Security Working Group (SWG) is responsible for managing any incidents that may occur and in an advisory capacity to provide advice and guidance to the organisation.

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
NEC is certified for ISO20000:2018 for Service Management, which covers both our Configuration Management and Change Management processes. This is audited both internally by our Data Protection Officer (DPO) and Head of the Compliance, Risk and Audit team, and externally by the UKAS accredited audit body British Standards Institute, (BSI). NEC follows an ITIL-based approach, and the NEC service desk personnel have undergone the relevant ITIL qualifications for their roles. Our CMDB is updated accordingly throughout the lifetime of the asset, up to and including decommissioning and disposal.
Vulnerability management type
Supplier-defined controls
Vulnerability management approach
NEC has entered into security knowledge sharing partnerships to react to new and increasing threat levels. NEC are members of the NCSC Cyber Security Information Sharing Partnership (CiSP) for early identification and advice on security threats, incidents and solutions. The NEC InfoSec team subscribes to a number of key suppliers and cyber security websites, which send daily alerts on the latest vulnerabilities. NEC are members of the Cyber Network Reporting Service (CNR) that helps the NCSC to rapidly notify organisations that might be affected by malicious software.
Protective monitoring type
Supplier-defined controls
Protective monitoring approach
NEC implements a Security Information and Event Management (SIEM) system which provides alerts and reports that enable log sources to be processed in accordance with GPG13. Custom rules can be defined to detect and alert on suspicious behaviour. The InfoSec team reviews the SIEM alerts and reports on a daily basis to check for any anomalous behaviour. The NEC security monitoring policies and practices are aligned with incident management policies and practices. Any significant security issues identified will result in the NEC InfoSec team raising a security incident in the NEC service management system to initiate the detailed analysis process.
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
Incident Management is part of our ISO27001:2013 certified Information Security Management system (ISMS). All incidents are handled within the same process. Users report incidents through the Service Desk, and a Security Incident is then raised on the ISMS. This is reviewed by the Security Team and is managed in accordance with the Security Incident Management Process. The security incident is kept updated, and once the Security Incident is closed a full report is produced which is used to identify any lessons learnt.

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

Social Value

Fighting climate change

Fighting climate change

NEC has committed to being Net Zero by 2030. We project our carbon emissions will reduce by 50% from our baseline by 2026.
We have implemented a multitude of initiatives to support this:
• Appointing an Environmental Manager and Environmental Champions.
• Successfully obtaining certification for and implementing ISO14001:2015 Environmental Management System (EMS).
• Developing a Carbon Reduction Plan, which is published on our website and an Environmental Strategy.
• Maintaining an Environmental Aspect and Impact Register (down to site level) through which to capture elements of our operating practices which could negatively impact the environment.
• Working with government accredited consultants to understand environmental impact and using outputs to inform future improvement activities.
• Collaborative activities to influence customers, supply chain partners and employees.
Specific initiatives applicable to our contract delivery approach include:
• Energy used on the contract will be from green energy sources.
Business travel will reduce where possible through utilisation of technology such as:
• Video conferencing.
• Sharing documents.
• Conference call facilities.
• Working from home/flexible working arrangements.
• Approval controls in place for commercial flights.
• Use of environmentally friendly data centres.
Our Environmental Policy objectives, relevant to the contract include:
• Meeting all relevant legal requirements and monitoring our compliance.
• Minimising our environmental impacts for the life cycle (including disposal) of work equipment and other physical assets under our control.
• Demonstrating efficient use of energy, water, and other natural resources.
• Maximising opportunities to minimise our waste by reusing or recycling waste, where practical.
• Ensuring our supply chain is aware of our environmental policy and our commitment to ensuring its effective implementation.
• Increasing environmental awareness and commitment amongst colleagues through training and briefings.
Continuing to identify opportunities to improve our environmental performance through clear objectives, plans and targets.
Covid-19 recovery

Covid-19 recovery

Since the emergence of Covid-19 as a global health crisis, we have supported our customers and the local communities they serve to adapt to the challenges posed by the pandemic. As a supplier of software and services to the public sector, this has included rapid development and deployment of software solutions to enable the efficient and effective delivery of new government schemes and changes in legislation, such as provision of Test and Trace Support Payments and new hospitality sector licensing requirements.
Initiatives we have implemented to support the policy outcomes include:
• Increasing our pre-pandemic workforce numbers through recruitment of an additional 250 UK based roles, many of whom were unemployed following redundancy from other sectors such as hospitality.
• Re-training and redeploying temporarily displaced colleagues rather than imposing redundancies or taking advantage of the furlough scheme.
• Commitment to investing over £400,000 in training and apprenticeships.
• Working collaboratively with customers to introduce new ways of working.
• Delivering community based social value through donations in kind to voluntary sector organisations impacted by the pandemic.
As part of our response to the pandemic we invested in and introduced several initiatives and workplace adaptations to protect employee health and safety, including:
• Introducing wider use of remote and flexible working, including making additional allowances for those caring for young children.
• Enhancing office safety, including installing sanitising stations, hygiene screens and digital thermometers.
• Increasing the frequency of colleague communications, with a focus on provision of mental health support and reducing the risks of isolation/loneliness.
• Providing all employees with free access to additional specialist resources, including 24x7 counselling and mental health services.
Tackling economic inequality

Tackling economic inequality

We recognise the expertise, innovation and value that can be gained from having a diverse supply chain and providing all suppliers with a fair and equal opportunity to become suppliers to us and our customers. We operate openly and transparently to enable this collaboration with third-party suppliers including large enterprises, sub-contractors, SMEs, VCSEs, mutuals and social enterprise organisations.
Additionally, we are committed to nurturing new and existing talent and creating a sustainable learning and development culture, equipping our staff with the appropriate skills, knowledge and processes so the company continues to deliver innovative, industry leading solutions.
Processes and practices we have adopted to tackle economic inequality include:
• Using outcome-based specifications and co-design methods to encourage suppliers, communities, users and third sector organisations to collaborate and propose solutions based upon end user requirements, rather than being prescriptive.
• Advertising supply chain opportunities openly and always operating transparently.
• Including modules covering anti-bribery and corruption, whistleblowing, equality and diversity in our all-colleague compulsory Annual Compliance Training.
• Having policies and operating practices that support effective supply chain relationships through fair selection and responsible management. For example, only flowing down appropriate contract terms.
• Paying at least 95% of all invoices within agreed terms and agreeing to reduced payment terms for SMEs and subcontractors.
• Never deducting sums from payments as a charge for remaining on our supplier list.
• Investing in new jobs and training opportunities through an active Apprenticeship scheme.
• Creating opportunities for career progression and investing in reward and recognition initiatives that support employee retention.
• Following the foundational principles of the Good Work Plan in respect of employee satisfaction, fair pay, well-being and safety, career progression, voice, and autonomy.
• Having appropriate controls in place to mitigate cyber security risks.
Equal opportunity

Equal opportunity

We want to be an employer of choice for people of all backgrounds, regardless of sexuality, disability, nationality, race, gender or religion. We are committed to ensuring workers either directly employed or employed within our supply chains are treated fairly, humanely, and equitably.
To encourage a diverse and varied workforce our approach to equal opportunity includes:
• Ensuring job adverts reach a diverse audience, including utilising job sites which encourage interest from disadvantaged and Black, Asian and Minority Ethnic (BAME) groups.
• Inclusive and accessible recruitment practices, supporting candidates with disabilities through provision of supportive technology and/or changes to working practices.
• Collecting, analysing and senior reporting of equality and diversity data obtained during recruitment activities.
• Making appointments on the grounds of selecting the most suitable candidate for the post.
• Gender-neutral role definitions.
• Ensuring policies and employee communications promote respect and equality for all.
Other activities supporting equal opportunity within the workforce include:
• Tackling gender pay gap, through annual audits. Women now comprise over a third of our leadership team, including our Chief Executive.
• Compliance with Modern Slavery Act 2015 and 9 core principles of Ethical Trading Initiative Base Code.
• Ensuring effective controls are in place to mitigate and manage risks of exploitation within the supply chain, including supplier questionnaires and evidence requirements.
• Provision of appropriate channels for colleagues to have an effective voice, such as our Employee Steering Group.
• Investment in workforce development and training, including an active Apprenticeship and Graduate Recruitment programme.
• No use of zero hours contracts or fire and rehire practices.
• Being a Real Living Wage Employer.
• Flexible working practices.
• Transparent and structured promotion, pay and reward processes.
• Senior level sponsorship at board level supporting and promoting equal opportunity beyond basic statutory requirements.


Physical Fitness and Mental Stability is one of our sustainable development goals.
Our approach to supporting good health and wellbeing which will be applicable to the contract workforce includes:
• Providing employees with free and confidential access to specialist resources 24x7, including counselling and mental health services through our Employee Assistance Programme.
• Providing private healthcare cover for employees. Cover includes Doctor at Hand service to provide employees with fast and convenient access to advice, assistance and medical treatment, GP appointments anytime and anywhere.
• Maintaining compliance with the six standards of the Mental Health at Work commitment and a dedicated module to promote health and wellbeing as part of our all-colleague compulsory compliance training.
• Accommodating workplace adjustments, such as supportive technology for those with a disability or health condition.
• Encouraging good physical health by providing discounted corporate gym membership over 3,300 participating gyms through our employee GymFlex scheme.
We incorporate national health and wellbeing campaigns within our communications calendar, raising employee awareness and signpost to useful support pathways. Our 2022/23 calendar include raising awareness of the following nationally recognised campaigns:
• Stress Awareness Day.
• Mental Health Awareness week.
• World Menopause Day.
• National Eye Health week.
• World Diabetes Day.
• Stress Awareness Month.
• Suicide Prevention Day.
• Men's Health week.
Within one of our acquired businesses, we have Mental Health First Aiders who have trained to spot signs of mental ill health and provide early support for colleagues who may be developing a mental health issue.
Supporting employee health and wellbeing is underpinned by clear action plans for improvement and several Human Resources policies, such as our:
• Health and Safety Policy
• Alcohol, Drugs & Solvent Abuse Policy
• Menopause Policy
• Absence Policy
• Flexible Working Policy
• Gender Reassignment Policy.


£6.66 a unit
Discount for educational organisations
Free trial available

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 Tell them what format you need. It will help if you say what assistive technology you use.