CORACLE ONLINE LIMITED

Coracle Wellbeing in Secure Environments (WISE)

Designed to enhance the wellbeing of individuals in detention, reducing operational tension through positive distraction. Secure, offline or online solution providing self-service guidance. Includes fully managed hardware and a CMS for delivering content tailored to diverse detainee needs, alongside deep analytics and feedback tools for safer custody.

Features

• Fully managed, tamper-evident devices designed specifically for custodial environments.
• Offline-first architecture guarantees zero unauthorised connectivity or internet access.
• Smart content logic filters information based on specific detainee needs.
• Self-service access to digital PACE rights and custody guidance.
• Curated multimedia content library provides positive distraction.
• Centralised CMS for updating FAQs and station-specific guidance.
• Built-in feedback tools capture detainee sentiment and survey data.
• Detailed analytics dashboard tracks engagement, usage, and interaction times.
• Accessibility tools including text-to-speech for neurodiverse user support.

Benefits

• LDD learners supported to engage with learning opportunities
• Access specialist expertise in digital content for isolated learners
• Saves staff time by reducing routine queries and interruptions.
• Reduces tension and aggression through positive distraction and self-service
• Improves safer custody by providing immediate access to wellbeing support.
• Safeguards vulnerable groups by automatically displaying age-appropriate content.
• Overcomes literacy and language barriers ensuring equitable access to information.
• Digitises processes, removing costly and unhygienic paper induction packs.
• Drives continuous improvement using data from direct detainee feedback.
• Standardises care quality regardless of location or booking officer.

• 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 support@coracleonline.com. Tell them what format you need. It will help if you say what assistive technology you use.

Framework

G-Cloud 15

Service ID

551639590922592

Contact

James Tweed
07899958091
support@coracleonline.com

About your service

• Service categories:

  Applications

  Production and operations

  Service industry and public sector operations

  • Education
  • Police
• Multi cloud support: Yes

Service scope

• Software add-on or extension: No
• Cloud deployment model: Hybrid cloud
• Service constraints: None.
• System requirements: Web-browsers capable of running Javascript

User support

• Email or online ticketing support: Yes
• Support response times: Typical SLA has first response time, Monday - Friday, between 0900-1700 of 2 hours. In non-business hours (Saturday - Sunday and bank holidays), automated monitoring for severity 1 incidents. Resolution times dependant on issue severity.
• User can manage status and priority of support tickets: Yes
• Online ticketing support accessibility: WCAG 2.2 AA
• Phone support: Yes
• Phone support availability: 9 to 5 (UK time), Monday to Friday
• Web chat support: Yes
• Web chat support availability: 9 to 5 (UK time), Monday to Friday
• Web chat support accessibility standard: WCAG 2.2 AA
• Web chat accessibility testing: Testing queue management and auto responses to ensure quality of service.
• Onsite support: Yes, at extra cost
• Support levels: CENTRAL SUPPORT DESK (UK based) for telephone, email and ticket channel support. We provide first, second, and third level support to support technical queries and investigations for all customers, included within the support and maintenance fee. Our on-site support (within prison and other secure environments) provides dedicated, security vetted (Enhanced Level 1, 2, CTC) support personnel. these staff are on hand (drawing keys) to support and guide the prison from initial on boarding to full deployment. Support levels are based on the contract.
• Support available to third parties: Yes
• AI chatbot: Yes

Onboarding and offboarding

• Getting started: Initial on-site training by Coracle is conducted to ensure staff are aware of the features and the practical application of said features to support the well-being of the detainee and operations of the custody suite. This initial on-boarding is conducted using a train the trainer method, coupled with a user guide, allowing for staff to become capable of supporting Coracle Inside services. Support contract dependent, a dedicated Coracle representative will be available on an agreed basis to provide further assistance, as well a centralised support desk who are on hand to provide further support. Additional training with a dedicated Coracle Trainer can be purchased which encompasses half a day of onsite training, covering initial on-boarding topics as well as any site specific topics raised prior to the training session.
• Service documentation: Yes
• Documentation formats:
  • HTML
  • PDF
• End-of-contract data extraction: All requests for data extraction must come to Coracle for completion. The format of these exports are csv. If any additional formatting is required, these will be considered for effort assessment. Unless specified, when the retention period for the data expires, as outlined in Coracle's data retention policy, Coracle will actively destroy the data covered by policy. If an individual or customer believes that there exists a legitimate business reason why certain data should not be destroyed at the end of a retention period, they should identify this data and provide information as to why the data should not be destroyed.
• End-of-contract process: Contractual Compliance & Planning: We appoint a dedicated account lead to oversee the transition, ensuring all milestones are met according to the agreed exit plan and contractual timelines.; ; Data Portability: Upon termination or expiry of the agreement, Coracle provides a final export of user progress data and records in a standard, machine-readable format (e.g., CSV or Excel) to allow for easy migration to a successor system.; ; Data Deletion & Retention: Once the client confirms successful receipt of the data, Coracle initiates a secure deletion protocol. All client data is removed from production systems in line with GDPR and specific contract requirements.; ; Hardware Recovery: Where hardware has been provided as part of the service, Coracle manages the collection and return of these units. Each device undergoes a verified data wipe to ensure no sensitive information remains on the hardware.; ; Account Deactivation: System access is systematically revoked. Admin and user accounts are disabled on the agreed end date to prevent any unauthorized access to the platform.; ; Final Handover: A final review meeting is held to ensure all contractual obligations have been met and that the client is satisfied with the transition of data and assets
• Documentation accessibility standard: WCAG 2.2 AA

Using the service

• Web browser interface: Yes
• Supported browsers: Chrome
• Application to install: No
• Designed for use on mobile devices: Yes
• Differences between the mobile and desktop service: Standard responsive behaviour affects the cosmetic layout but no features are impacted.
• Service interface: Yes
• User support accessibility: WCAG 2.2 AA
• Description of service interface: The service is presented with a set user interface that allows users to access the content, and administrators to set up the service.; ; Users interact with the service via a headless Learning Record Store (LRS) as an HTML portal. Our use of the xAPI 2.0 for learning technology makes it possible for us to collect data about a wide range of experiences. Osprey-VLE and Colombo provide the integrated service.
• Accessibility standards: WCAG 2.2 AA
• Accessibility testing: We have implemented a range of support for neurodiverse users and tested the interface across UK prisons with a range of users.
• API: No
• Customisation available: Yes
• Description of customisation: Content and FAQs can be customised by the buyer. Requests for additional bespoke features can be made.

Scaling

• Independence of resources: We have auto sharding processes in place and auto scaling server contracts.

Analytics

• Service usage metrics: Yes
• Metrics types: All service metric data is synced to the cloud. When used online, data is updated in real time; when used offline, data is updated when connected to the internet. Data and metrics collected include: - Individual learning records, completed, workbooks and progression date, - Individual device usage metrics including page visits and time on site for different content accessed by users.
• Reporting types:
  • API access
  • Real-time dashboards
  • Regular reports
  • Reports on request
• Resource tagging: Yes
• FOCUS resource tagging: No

Resellers

• Supplier type: Not a reseller

Staff security

• Staff security clearance: Conforms to BS7858:2019
• Government security clearance: Developed Vetting (DV)

Asset protection

• Knowledge of data storage and processing locations: Yes
• Data storage and processing locations:
  • United Kingdom
  • European Economic Area (EEA)
• User control over data storage and processing locations: Yes
• Datacentre security standards: Complies with a recognised standard (for example CSA CCM version 4.0)
• 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 v4.0
  • Physical access control, complying with SSAE-18 / ISAE 3402
  • Scale, obfuscating techniques, or data storage sharding
• Data sanitisation process: Yes
• Equipment disposal approach: A third-party destruction service
• Data sanitisation type:
  • Deleted data can’t be directly accessed / Cryptographic Erasure
  • Degaussing

Data importing and exporting

• Data export approach: User learning records can be exported as anonymised user and/or device specific accounts. Learning data is exported as xAPI statements. User generated documents are exported in PDF, ODF or HTML format. Usage and engagement data is exported in CSV or SPSS ready format. Device management, allocation and security data is exported as CSV or PDF (also accessible through secure user portal). All data containing Personally Identifiable Information is stored, exported and shared in accordance with UK GDPR and the Data Protection Act (2018) .
• Data export formats:
  • CSV
  • ODF
  • Other
• Other data export formats:
  • HMTL
  • PDF
  • SPSS
• Data import formats: Other
• Other data import formats: N/A

Data-in-transit protection

• Data protection between buyer and supplier networks:
  • Private network or public sector network
  • TLS (version 1.2 or above)
• Data protection within supplier network: TLS (version 1.2 or above)

Availability and resilience

• Guaranteed availability: SLAs in place for offline and online use to meet requirements on the ground per site. - RH to review
• Approach to resilience: Available on request.
• Outage reporting: SMS, emails.

Identity and authentication

• User authentication needed: Yes
• User authentication:
  • Multi-Factor Authentication (MFA)
  • Identity federation with existing provider (for example Google Apps)
  • Username or password
• Access restrictions in management interfaces and support channels: Management console access is restricted via a role based permission system attributed to authorised user credentials (username / password) and Multi Factor Authentication.
• Access restriction testing frequency: At least every 6 months
• Management access authentication:
  • Multi-Factor Authentication (MFA)
  • Identity federation with existing provider (for example Google Apps)
  • Username or password

Audit information for users

• Access to user activity audit information: You control when users can access audit information
• 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

Security governance

• Named board-level person responsible for service security: Yes
• Security governance certified: Yes
• Security governance standards:
  • ISO/IEC 27001
  • Other
• Other security governance standards: Cyber Essentials Plus
• Information security policies and processes: Coracle are certified Cyber Essentials Plus and comply with the tenets and governance of ISO 27001: 2022. Information Security Policy details the responsibility of individuals and the business to the confidentiality, integrity, and accessibility of data. Mandatory policies are promoted for reading via line management and HR systems. This system requires an acknowledgement from the individuals reading the documents with line management ensuring the policies are adhered to. - IS to review
• Software Security Code of Practice: Yes

Operational security

• Configuration and change management standard: Supplier-defined controls
• Configuration and change management approach: CONFIGURATION MANAGEMENT Components are managed via source controls as part of Coracle's use of Bitbucket and centrally hosted Git repositories. Changes (including fixes) are controlled via Git branch procedures and peer reviews and approvals (pull/merge requests). CHANGE MANAGEMENT Business change requires a documented reason for the change, impact assessments, review, and approval by representative stakeholders from affected areas of the business.
• Vulnerability management type: Supplier-defined controls
• Vulnerability management approach: Potential vulnerability awareness is gathered through relevant primary sources (OEM notifications) and secondary sources (openCVE alerts). General awareness and corresponding notification to Lead Software Engineer is also encouraged. Vulnerability relevance is assessed and dictated by Lead Software Engineer and Product Manager. Patching policies dictate that all software defined as being in scope must be patched within 14 days. With the exception of key components (which are manually reviewed and accepted as necessary every 7 days) these patches are automated. Participation in monthly MOJ Security Working Group meetings.
• Protective monitoring type: Supplier-defined controls
• Protective monitoring approach: Monitoring and corresponding alerting is configured to ensure the stability of the service (CPU load monitoring, password changes, user event logs etc). The alerts are sent to members of the Security and Risk Management Group with assessments being made by the Lead Software Engineer and COO. All alerts are assessed as they are made with corresponding actions conforming with the Incident Management process (including triage).
• Incident management type: Complies with a recognised standard, for example, CSA CCM v4.0 or ISO/IEC 27035:2011 or SSAE-18 / ISAE 3402
• Incident management approach: Incident management processes are founded in ISO 27035 including Six Sigma RCA methods. Users report incidents via on-site support through to the dedicated support desk. The channels for managing are emails, tickets or phone with potential incidents that meet the definition being encouraged to be phoned through. Incident reports are compiled by an appointed incident commander and approved by the Security and Risk Management Group.
• Post-quantum cryptography secure: No

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: Yes
• Connected networks: Other
• Other public sector networks: XMA

Pricing

• Discount for educational organisations: No
• Free trial available: Yes
• Description of free trial: Full access for a limited period of time.; ; Success metrics must be established prior to the commencement of the pilot period.
• Link to free trial: N/A

Discount percentage by annual call-off contract value (excluding VAT)

• Less than £250,000: 0%
• Between £250,000 and £500,000: 0%
• Between £500,001 and £1,000,000: 5%
• Between £1,000,001 and £2,500,000: 7.5%
• Between £2,500,001 and £5,000,000: 10%
• Over £5,000,001: 10%

Non-mandatory Standards and certifications

• ISO/IEC 27001 certification: No
• ISO 28000:2022 certification: No
• ISO 9001 certification: No
• Quality management systems (QMS): Yes
• CSA STAR certification: No
• PCI certification: No
• Cyber essentials: Yes
• Please provide your Cyber Essentials Certificate Number: 748635dd-edb1-40f8-b8ea-9aed1d05ab5d
• Cyber essentials plus: Yes
• Please provide your Cyber Essentials Plus Certificate Number: 927cc716-a65d-4dc4-9ee5-5d61d66ea7dd
• Other security certifications: Yes
• Any other security certifications: HMPPS Assurance Certificate

Social value

• Section B - Commitment for Future: Delivery:

  • Mission: Kick start economic growth. To secure the highest sustained growth in the G7 - with good jobs and productivity growth in every part of the country making everyone, not just a few, better off.

    Policy Outcome 1: Fair work: That offers fair wages and good working conditions. Help people get a job, stay in work, and progress in their careers, with good employment opportunities across the country. Notes: Where there is a large proportion of labour costs in the contract, commercial teams should consider MAC in Outcome 1 as a priority

    • New or retained jobs on the contract workforce in the relevant area that meet the criteria set out in MAC 1b, 1c and 1d
    • New apprenticeships on the contract workforce in the relevant area that meet the criteria set out in MAC 1b
    • Providing opportunities for, and measuring and monitoring of, staff workforce conditions over time, including employee engagement, involvement in decision-making and satisfaction and adapting to any changes in the results, with clear processes for acting on issues identified
    • Plans to engage the contract workforce in deciding the most important workplace issues to address
    • Ensuring new workers are informed of their right to join a trade union
    • Monitoring of employee engagement rates (by protected characteristic) and, where necessary, the development of actions to ensure all voices are heard across the diversity of the workforce
    • Employment contracts that reflect actual hours worked; steps taken to ensure employees understand their contracts and have the ability to review and adjust them if actual hours regularly exceed contracted hours
    • Activities that support an environment where staff are educated about, and feel empowered to, address their physical wellbeing
    • Activities that support an environment where staff are educated about and feel empowered to report and address bullying and harassment
    • Activities to cascade good practice on fair working conditions throughout the supply chain
    • Offer a pay and leave entitlement to all eligible staff who become kinship carers, ideally equivalent to statutory adoption pay and leave
    • Payment of more than the National Minimum Wage or National Living Wage (as appropriate) to the contract workforce
    • Monitoring and reporting of gender and ethnicity pay gaps and plans to address them where necessary
    • Entitlement to sick pay for the contract workforce, with provision in place for any staff who do not meet the earnings threshold for statutory sick pay, payment of sick pay from day one of absence and payment of staff on the contract workforce who are off sick a replacement income of 100% of their usual earnings for as long as possible
    • Measures to support in-work progression to help people in the contract workforce, to move into higher paid work by developing new skills relevant to the contract
    • Support for the contract workforce by providing career advice, and providing opportunities for staff working on the contract with in-work progression career development into known skills shortages or high growth areas
    • Support for educational attainment relevant to the contract, including training schemes that address skills gaps and result in recognised qualifications
    • Volunteering opportunities for staff
    • Understanding of the modern slavery risks and issues affecting the market, industry, sector or country (of origin or of source) relevant to the contract, and the workforce in the supplier’s own organisation and those of its key subcontractors
    • Measures to identify, mitigate and manage modern slavery risks relating to the contract and how these will be implemented
    • Outline policies and practices to be applied to or put in place for the contract to mitigate and manage modern slavery risks, including: Pre-employment checks, recruitment practices. Workplace conditions, safeguarding plans and processes in place and regular monitoring with relevant groups considered, which may include sampling
    • How these flow down the supply chain and are monitored Illustrative examples include reporting, site visits, audits, etc.
    • How to ensure business decisions re: price/cost, short lead times, payment timescales do not create modern slavery risks in the supply chain
    • How the supplier will work with NGOs, trade unions or other businesses to address modern slavery risk
    • Means of influencing staff, suppliers, customers, communities and/or any other appropriate stakeholders with respect to modern slavery risks relating to the contract

  • Mission: Kick start economic growth. To secure the highest sustained growth in the G7 - with good jobs and productivity growth in every part of the country making everyone, not just a few, better off.

    Policy Outcome 2: Skills for growth: Supporting growth sectors and addressing skills gaps.

    • Understanding of employment and relevant skills issues, and of the education and training issues relating to the contract. Illustrative examples: demographics, skills shortages, new opportunities in high growth sectors, geographic/local community and skills/employment challenges
    • Support for educational attainment relevant to the contract, including training schemes that address skills gaps and result in recognised qualifications
    • Activities to support relevant sector related skills growth and sustainability in the contract workforce. Illustrative examples: careers talks, curriculum support, literacy support, safety talks and volunteering

  • Mission: Kick start economic growth. To secure the highest sustained growth in the G7 - with good jobs and productivity growth in every part of the country making everyone, not just a few, better off.

    Policy Outcome 3: Resilient, innovative and flexible supply chains: Support economic growth through enabling resilient businesses, opportunities for small businesses and voluntary, community and social enterprises

    • Methods for engaging with different parts of the community (including the education system and charities representing the community) and how communities come together to inform decisions, strategy and projects to leave a positive legacy for future generations
    • Plans for positive actions with community groups.

  • Mission: Break down barriers to opportunity: By reforming our childcare and education systems, to make sure there is no class ceiling on the ambitions of young people in Britain

    Policy Outcome 6: Employment and training: For those who face barriers to employment

    • Understanding of employment and skills issues, and of the skills and employment shortages of high growth sectors relating to the contract
    • Creation of employment opportunities particularly for those who face barriers to employment, such as prison leavers, care leavers and/or who are located in deprived areas, and for people in industries with known skills shortages or in high growth sectors
    • Delivery of training schemes and programmes to address any identified skills gaps and under-representation in the workforce for the contract (e.g. prison leavers, care leavers, kinship carers, disabled people)

  • Mission: Break down barriers to opportunity: By reforming our childcare and education systems, to make sure there is no class ceiling on the ambitions of young people in Britain

    Policy Outcome 7: Creating a pipeline of opportunities: For the contract workforce, reducing barriers to entry for under-represented groups.

    • Understanding of the issues affecting the development of new skills by target cohort
    • Understanding of the underlying factors affecting improvements to reduce barriers to entry and training schemes for the target cohort(s) related to the contract workforce

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