BLACK MARBLE LIMITED

tuServ - Collaborative Mobile & Digital Solution transforming Operational Policing

Mobile policing platform, available on multiple device types, on both Windows and Android, providing front-line officers with access to accurate data. Sharing digital evidence, identifying fingerprints (biometrics), gathering statements and information through real-time collaborative working offers quicker decision making, with no need to return to the station.

Features

• Around Me provides dynamic and visual situational awareness.
• RMS integration to Niche / Athena, Biometrics - mobile identification.
• Event Dashboard to create and review real time incidents.
• Improves efficiency, re-envisioning data capture, integrating systems, re-using captured information
• PNC, Storm, Gazetteer, HOBS, PentiP, ILEAP, PARS, WPC Coroner.
• Collaboration; enables officers to work on same events in real-time.
• Gather multi-media content (video, audio, text, drawing, images and files).
• Offline caching and connectivity; intelligent caching while offline.
• Searchable content.
• Custom processes - created by a force, no development needed

Benefits

• Time and cost savings, less travel to station, increased visibility
• Saving officers upwards of 30 minutes per officer per day.
• Aids officers in providing better services to witnesses and victims
• Improved timeliness of stop and search process
• Easy to use; saving hours of training time.
• Information shared real-time with external services, resulting in quicker decisions
• Fully audit trailed.
• Multi-device capability.
• Available on-premise or in the cloud
• Significant changes to the quality of evidence.

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

Framework

G-Cloud 15

Service ID

552268768583420

Contact

Linda Hogg
01274 300175
linda@blackmarble.com

About your service

• Service categories:

  Applications

  Production and operations

  Service industry and public sector operations

  • Public Order and Safety
• Multi cloud support: Yes

Service scope

• Software add-on or extension: No
• Cloud deployment model: Hybrid cloud
• Service constraints: We require connectivity to on-premise systems, in order to extract and submit information, if that functionality is required.
• System requirements:
  • Windows for Client Application
  • Android for Client Application
  • VPN or ExpressRoute for connectivity to on-premise systems
  • Authentication (e.g. Entra) to enable Sign-on with organisational credentials
  • An Azure subscription is required to provide Redis components.
  • An Azure Subscription is required to provide ServiceBus components.
  • An Azure Subscription is required to provide Application Insights components.
  • AWS Subscription if needed instead of Azure

User support

• Email or online ticketing support: Yes
• Support response times: 2 hours depending on criticality; Long term aim is 24/7, currently stands at 9 to 5, weekdays.
• 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), Monday to Friday
• Web chat support: No
• Onsite support: Yes
• Support levels: We provide a technical account manager. This support is included within the license cost.; The support arrangement has clearly defined timescales within which we have agreed to respond to a logged call . This does not imply a guarantee of a fix within this time.; Level 1 - The Software is entirely non-functional, response time 1 working hour from Acknowledgement.; Level 2 - The Software is functioning but an error exists which is preventing the use of a material component of the Software, response time is 4 working hours from Acknowledgement.; Level 3 - The Software is functioning but an error exists which is not preventing the use of a material component of the Software, response time is 7 working hours from Acknowledgement.
• Support available to third parties: No

Onboarding and offboarding

• Getting started: We provide; * Technical assistance in the implementation of prerequisites and system requirements.; * Knowledge transfer for the management of the system.; * Training materials including documentation, videos.; * Train the trainer.
• Service documentation: Yes
• Documentation formats: PDF
• End-of-contract data extraction: TuServ does not store operational data, and acts merely as a collaborative interface and conduit to other systems.; All in-flight data is stored in the user's systems, and they have access to the databases at all times.
• End-of-contract process: Support ends.; Customer already has access to all data.
• Documentation accessibility standard: WCAG 2.2 AA

Using the service

• Web browser interface: No
• Application to install: Yes
• Compatible operating systems:
  • Android
  • Windows
• Designed for use on mobile devices: Yes
• Differences between the mobile and desktop service: All versions of the client application have the same functionality. The UI is adaptive to support different screen sizes, but is consistent in look and feel.
• Service interface: No
• User support accessibility: None or don’t know
• API: No
• Customisation available: Yes
• Description of customisation: We can customise to meet specific requirements for individual forces. These include:; Process - we can create specific changes to the system for specific processes and procedures for that force.; System - integration with police and Line of Business systems, to extract and process data.; These are development customisations done by the supplier, and not by the user.; In addition - trained users can also customise elements (processes) of the software.

Scaling

• Independence of resources: Currently each customer is provisioned in a dedicated tenant, and this is done for security and compliance reasons, but also means issues in one tenant cannot affect another.

Analytics

• Service usage metrics: No

Resellers

• Supplier type: Not a reseller

Staff security

• Staff security clearance: Conforms to BS7858:2019
• Government security clearance: 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: Managed by a third party
• Penetration testing frequency: Never
• Protecting data at rest: Other
• Other data at rest protection approach: TuServ does not store data at rest.
• Data sanitisation process: No
• Equipment disposal approach: A third-party destruction service

Data importing and exporting

• Data export approach: Export not needed - users have access to the inflight databases of the solution at all times.
• Data export formats: CSV
• Data import formats: CSV

Data-in-transit protection

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

Availability and resilience

• Guaranteed availability: Uptime of 99.99%.; Currently no financial penalties in place, but agree on a customer by customer basis.
• Approach to resilience: TuServ is provisioned using the Microsoft Azure public cloud. All provisioned services are deployed in line with Azure Best Practices for resilience.; ; Similarly, if the customer chooses AWS cloud, all services are deployed in line with AWS Best Practices for resilience.
• Outage reporting: It is expected that tuServ will be deployed on an Azure (or AWS) subscription owned by the customer. As such, all the standard Azure (AWS) alerting mechanisms for service degradation and outage are available.

Identity and authentication

• User authentication needed: Yes
• User authentication: Other
• Other user authentication: TuServ integrates with ADFS / Entra and as such the customer has complete control of access restrictions, including MFA, Geographic sign-in restrictions etc.
• Access restrictions in management interfaces and support channels: Every user has their own login details.; ; All individual access.; ; Role-Based Access.; ; Clear Auditing.
• Access restriction testing frequency: At least once a year
• Management access authentication: Other
• Description of management access authentication: We work with the force to determine the correct level of authentication for management access.

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: User-defined
• Access to supplier activity audit information: Users have access to real-time audit information
• How long supplier audit data is stored for: User-defined
• How long system logs are stored for: User-defined

Security governance

• Named board-level person responsible for service security: No
• Security governance certified: Yes
• Security governance standards: ISO/IEC 27001
• Information security policies and processes: Black Marble is ISO27001 certified, and meets all appropriate standards and policies.; ; For documentation - The standard of protection required varies with the level of protective marking, according to the Government Protective Marking Scheme (GPMS).; ; Black Marble Information Security Procedural Guidelines.; IT Kit Disposal Process.; Security Incident Process.; Business Continuity Plan.; Company Handbook.; ; Process:; * Individuals report to a line manager, who reports to a member of the board.; * Regular meetings and electronic communications are used to disseminate information/policy & procedure updates to all staff.
• Software Security Code of Practice: Yes

Operational security

• Configuration and change management standard: Supplier-defined controls
• Configuration and change management approach: We use Microsoft Azure DevOps Services and the Microsoft Secure Development Lifecycle for all of our development and work tracking.
• Vulnerability management type: Undisclosed
• Vulnerability management approach: TuServ would run on Microsoft Azure (or AWS), and all the vulnerability management is carried out at the service provider level - we would adhere to all Microsoft (or AWS) SLAs, and guidance around dealing with threats and patches.
• Protective monitoring type: Undisclosed
• Protective monitoring approach: TuServ would run on Microsoft Azure (or AWS), and all the protective monitoring is carried out at the service provider level - we would adhere to all industry standards, and Microsoft (or AWS) SLAs, and guidance around dealing with compromises and incidents.
• Incident management type: Undisclosed
• Incident management approach: TuServ would run on Microsoft Azure (or AWS), and all the incident management is carried out at the service provider level - we would adhere to all industry standards, and Microsoft (or AWS) SLAs, and guidance around dealing with, and the management of, incidents.
• Post-quantum cryptography secure: Yes

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: Police National Network (PNN)

Pricing

• Discount for educational organisations: No
• Free trial available: Yes
• Description of free trial: A full-version of tuServ, but with no integration to existing systems, over a period of three months. Depending on the customer's preferences, we can supply a limited number of demo devices, or make use of the customer's own units.

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

• Less than £250,000: 1%
• Between £250,000 and £500,000: 2%
• Between £500,001 and £1,000,000: 3%
• Between £1,000,001 and £2,500,000: 4%
• Between £2,500,001 and £5,000,000: 5%
• Over £5,000,001: 6%

Non-mandatory Standards and certifications

• ISO/IEC 27001 certification: Yes
• Who accredited the ISO/IEC 27001: Citation ISO Certification Limited
• ISO/IEC 27001 accreditation date: Thursday 18 December 2025
• What the ISO/IEC 27001 doesn’t cover: Nothing, it covers all our services: The development and deployment of various IT cloud platforms, tools, and consultancy services from integration, migration, application modernisation, health checks and AI to a wide range of sectors.
• 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: 24188a59-3eb2-4edb-a74d-b81ae251be67
• Cyber essentials plus: No
• Cyber Essentials Alternative: None of the criteria
• Other security certifications: No

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

    • 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
    • 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
    • Plans for an appropriate income replacement policy for staff who are required to spend time away from work to care for a sick dependent or close relative
    • Understanding of in-work progression issues affecting the market, industry or sector relevant to the contract, and in the supplier’s own organisation and those of its key sub-contractors
    • 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

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