CRESCENDO SYSTEMS LIMITED

Dragon Professional Anywhere (DPA)

Nuance® Dragon® Professional Anywhere is an enterprise, cloud-based speech recognition solution empowering business professionals to create high-quality documentation – all by voice. Enterprises can streamline repetitive and manual documentation processes, while saving time for IT staff and boosting productivity and efficiency for busy professionals across work teams and work groups.

Features

• World class clinical speech recognition with accuracy up to 99%
• No speech profile training required
• Installs in minutes on any workstation or laptop
• Supports customised vocabulary, auto-texts and voice commands
• Fast, accurate dictation into office productivity applications & web browsers
• Dragon learns words and phrases used most to minimize corrections
• Supports enterprise deployments through virtual environments with thin-zero clients
• Built-in analytics provide usage and adoption dashboards and user metrics
• Nuance Management Center central user administration
• Speech-related data securely communicated over 256-bit encryption channels

Benefits

• Professionals are more productive with fast, accurate, and responsive dictation
• No speech profile training ensures an optimal experience immediately
• Nuance Deep Learning technology maximises accuracy and productivity
• Use custom voice commands automate repetitive tasks and increase efficiencies
• Easy to install and maintain one-click installation and automatic updates
• Access to data, analytics, and insights to optimise performance
• Budget-friendly subscription-based pricing, little up-front capital investment
• Reduced transcription time and costs
• More time to focus on clients and drive your business
• Higher productivity when in the field or working from home

£49 a licence a month

• Education pricing available
• 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 tenders@crescendosystems.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

660305240884352

Contact

John Bendall
01932 789433
tenders@crescendosystems.co.uk

Service scope

• Software add-on or extension: No
• Cloud deployment model: Private cloud
• Service constraints: No constraints other than technical specifications.
• System requirements:
  • OS: Supported Microsoft Windows Operating Systems, with latest patches applied
  • .NET: Microsoft .NET Framework 4.5 (or higher) is required
  • Processor: Minimum 1.7Ghz, Recommended 2.8 Ghz or Higher
  • Memory: 512MB minimum / 4GB recommended
  • Internet Connection: 80kBps and higher
  • Web Browser: Internet Explorer 11+, Google Chrome v65+
  • Network latency < 50ms
  • Microphone: Nuance approved microphone
  • Web accessible: nms.ordiginal.com / sas.ordiginal.com
  • Port Communication: Ports 80/443/3712

User support

• Email or online ticketing support: Email or online ticketing
• Support response times: Support is available Monday to Friday 9am to 5pm, out of hours support available at an additional charge
• User can manage status and priority of support tickets: No
• Phone support: Yes
• Phone support availability: 9 to 5 (UK time), Monday to Friday
• Web chat support: No
• Onsite support: No
• Support levels: Crescendo Support Services are included within the (Annual/Monthly) ; Dragon Professional Anywhere (DPA) Subscription Fee.; ; The DPA solution is supported by Crescendo’s full time technical support team who operate the Customer helpline and support centre in the UK. The technical support team’s normal hours are Monday-Friday, 9am-5pm GMT; Crescendo SLA; Crescendo also extends industry-standard 24 x 7 emergency support to its customers. For level I Emergency and level 2 urgent situations Crescendo offers a one-hour response to support calls. ; For level 3 faults Crescendo will respond within four hours and for level 4 faults response time will be; within one business day.
• Support available to third parties: Yes

Onboarding and offboarding

• Getting started: Prior to a customer purchase we provide online or onsite demonstrations to familiarise the organisation with the service features.On receipt of a PO we co-ordinate delivery of the software with the Clients IT team, checking specification and any other relevant factors. In parallel, we will liaise with the project team to ensure that goals are achieved and that workflow is consistent with the organisations expectations. Planning Services include project management activities such as definition and management of project goals; development and tracking of implementation plans; training plans and scheduling; change management; managing and driving resolution of issues log; regular status calls and post training follow up activities; strategic alignment to make sure the project is aligned to the organisational goals. Once the software is delivered we offer both onsite and online training modules, dependent upon the customers requirement (this can also include a Train-the-Trainer course if the client wishes to train internally). Online training cost £150 + VAT per 2 hour module, Onsite training £650 + VAT per day and a 3-day Train-the-Trainer at £1950 + VAT. We also supply electronic 'Quick Start' training materials at no extra cost.
• Service documentation: Yes
• Documentation formats: PDF
• End-of-contract data extraction: When a contract terminates all user data is deleted. There is no requirement to extract the data as this was simply the audio to create the text which is not kept in the system for future reference. The resultant text remains stored in the customer's document management or other system.
• End-of-contract process: Upon termination of the contract the organisations users no longer have access to the speech recognition software, DPA, (and microphones if bought on subscription) and would not be able to use the software to dictate in to their computer. The contract price includes the access to the software and the updates during the contract period, all of which ceases at the end of the contract.

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: Dragon Anywhere Mobile is a professional grade, cloud based dictation app for busy professionals who want to work faster and smarter using their mobile device. Dragon Anywhere Mobile lets you customise words and create boilerplate text or commands to dictate and edit documents of any length by voice – quickly and accurately – directly on your iOS or Android device. Your documents can be shared and custom words and auto-texts synced up with your Dragon desktop, so you can continue your work seamlessly wherever you go.
• Service interface: Yes
• User support accessibility: None or don’t know
• Description of service interface: The interface is a simple, small menu bar (Dragon Tool Bar) which displays a microphone icon to show user whether it is on or off, together with a drop down list of features and help menus. The Dragon tool bar can be moved or hidden.
• Accessibility standards: None or don’t know
• Description of accessibility: Speech Recognition software is a key accessibility tool enabling users to access their computer or laptop by voice to generate documents and, to a degree, control application interfaces.
• Accessibility testing: We provide speech recognition software to a wide variety of users requiring assistive technology. This includes, for example, Access to Work and the DSA government schemes.
• API: No
• Customisation available: No

Scaling

• Independence of resources: This is a highly scaleable solution, housed in a secure UK Microsoft Azure data centre environment, which enables thousands of users from single organisations to be active on the system concurrently.

Analytics

• Service usage metrics: Yes
• Metrics types: The customer has access to DPA's built-in administration, analytics and insights, a web-based admin portal that simplifies system management and offers data insights to ensure doctors are using the solution as effectively as possible. DPA feeds data into an analytics portal so the organisation can make more informed decisions. This comprehensive portal provides access to an intuitive dashboard that displays key metrics and trends, like active users, hours of audio and peak usage. Usage details allow you to drill down to user level utilisation statistics to provide a good indicator of individual user efficiency, voice command usage, AutoText usage, etc.
• Reporting types:
  • Real-time dashboards
  • Regular reports
  • Reports on request

Resellers

• Supplier type: Reseller providing extra features and support
• Organisation whose services are being resold: Nuance Communications/Ordiginal

Staff security

• Staff security clearance: Conforms to BS7858:2019
• 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: At least once a year
• Penetration testing approach: Another external penetration testing organisation
• Protecting data at rest:
  • Physical access control, complying with CSA CCM v3.0
  • Physical access control, complying with SSAE-16 / ISAE 3402
  • Physical access control, complying with another standard
  • Encryption of all physical media
• Data sanitisation process: Yes
• Data sanitisation type: Explicit overwriting of storage before reallocation
• Equipment disposal approach: A third-party destruction service

Data importing and exporting

• Data export approach: Not applicable. The textual data generated by the software is created directly into the customers systems/applications so no export is necessary.
• Data export formats: Other
• Other data export formats: Not applicable to the DPA process
• Data import formats: Other
• Other data import formats: Not applicable to the DPA process

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)
  • IPsec or TLS VPN gateway

Availability and resilience

• Guaranteed availability: 24/7 365 days a year. Organisations are refunded based on an hourly compensation relative to the monthly subscription charge.
• Approach to resilience: Microsoft Azure data centre. Further information on resilience is available upon request
• Outage reporting: Internal system management alerts and daily reports

Identity and authentication

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

Audit information for users

• Access to user activity audit information: Users contact the support team to get audit information
• How long user audit data is stored for: Between 1 month and 6 months
• Access to supplier activity audit information: Users contact the support team to get audit information
• How long supplier audit data is stored for: User-defined
• How long system logs are stored for: Between 1 month and 6 months

Standards and certifications

• ISO/IEC 27001 certification: Yes
• Who accredited the ISO/IEC 27001: BSI
• ISO/IEC 27001 accreditation date: November 2017
• What the ISO/IEC 27001 doesn’t cover: No exclusions
• ISO 28000:2007 certification: No
• CSA STAR certification: No
• PCI certification: No
• Cyber essentials: Yes
• Cyber essentials plus: No
• Other security certifications: Yes
• Any other security certifications:
  • ISO 27001
  • ISO 27017
  • ISO 27018

Security governance

• Named board-level person responsible for service security: Yes
• Security governance certified: Yes
• Security governance standards:
  • CSA CCM version 3.0
  • ISO/IEC 27001
• Information security policies and processes: The solution is housed in a UK Microsoft Azure data center.; Microsoft Azure has 3500 global cybersecurity experts delivering; state-of-art security in Azure data centres globally. Rely on a cloud that is built with customised hardware, has security controls integrated into the hardware and firmware components and added protections against threats. Microsoft provides denial of service, intrusion detection, and performs routine penetration testing. ; As a direct result of these security measures, Microsoft data centres are ISO27001, SOC I Type 1 SOC 2 Type 2 compliant. Further information concerning the certifications can be found here: https://www.microsoft.com/en-us/trustcenter/compliance/complianceofferings; Security standards are continuously monitored, performing audits to ensure that the provided cloud infrastructure meets the highest standards for secure data transmission. To that end, the hosting environment has received an “A” rating from Qualys SSL Labs; this rating is a security test representation which tests for common vulnerabilities. Such infrastructure at the time of writing applies: certificate; (256-bit, trusted), protocol support (TLS 1.0, 1.1, and 1.2, secure renegotiation downgrade attack prevention, SSL 2 handshake compatibility), key exchange, and cypher strength.

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: Software updates are applied to the data centre once they have been thoroughly tested by our internal technical support team. Such updates are pre-tested within an external environment to prevent compatibility issues. All changes to the live environment are internally tracked.
• Vulnerability management type: Conforms to a recognised standard, for example CSA CCM v3.0 or SSAE-16 / ISAE 3402
• Vulnerability management approach: Incident management Process Odin Group closely follows NCSC directives (https://www.ncsc.nl/actueel/beveiligingsadviezen) . Provider specialists closely follow the relevant sources within their specialism. Relevant threats are included in our ITSM tool as a Service Request and appropriate follow up is monitored by Provider Support staff.
• Protective monitoring type: Conforms to a recognised standard, for example CSA CCM v3.0 or SSAE-16 / ISAE 3402
• Protective monitoring approach: Second generations firewall with IDS and IPS enabled/ event management tooling.; ; Priority Code Description Target Response Time Target Resolution Time; 1 Critical < 30 minutes (*) < 4 Hours; 2 High < 30 Minutes < 8 Hours; 3 Medium < 4 Hours < 24 Hours; 4 Low < 4 Hours < 40 Hours; 5 Very low < 4 Hours < 40 Hours
• 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: We use pre-defined processes for all events. Our ITSM tool (OmniTracker) is customized to support the use of these processes.; Users have access to a portal site in which they may report incidents. Mail or phone are also allowed to report incidents.; An incident number will be given and the customer is held up to speed with the progress of the incident handling process within the portal mentioned before.; ; Incident reports are available via the Provider Portal as well as per optional service management reports.

Secure development

• Approach to secure software development best practice: Supplier-defined process

Public sector networks

• Connection to public sector networks: No

Social Value

• Social Value:

  Social Value

  Wellbeing

  Wellbeing

  Dragon speech technology can be deployed from any location, including workplace, mobile working and home office enabling the opportunity for achieving a better work/lifestyle balance.; Additionally, and because Dragon relies on a 100% accurate vocabulary it enables users to create accurate content-rich documents irrespective of literacy standards.

Pricing

• Price: £49 a licence a month
• Discount for educational organisations: Yes
• Free trial available: Yes
• Description of free trial: 30-day trial of software for up to 10 users (licenses).; Online training overview and trial support included but individual training is an additional cost. Trialists may need to purchase a microphone

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 tenders@crescendosystems.co.uk. Tell them what format you need. It will help if you say what assistive technology you use.