Phonehub IO Ltd

Echo Translation Matrix

Echo Translation Matrix is a secure purpose-built interpreting and transcription system to enhance face to face communication between individuals without a common language.

Developed to meet the needs of prisons housing foreign nationals, it listens and translates into a language understood by the user, facilitating communication in any environment.

Features

• Turn spoken language into written English
• Instant transcription of recordings and real-time translation.
• Learns from every interaction
• Trusted translation, with conversations strictly used only as training data
• Can learn accents and dialects
• Targets languages commonly spoken in prison
• Designed for fast conversational language rather than technical accuracy
• Produce written transcripts in native language or English
• Identify what language a user can speak
• Turn spoken English back into the user's language

Benefits

• Turn spoken English back into the user's language
• Alleviate prisoner stress and reducing disruptive behaviours.
• Reduce social isolation that might otherwise lead to self-harm
• Cost effective and Instantly available, no need for prior appointment
• Enhanced decency and support for foreign national prisoners.
• Increases productivity by making communication quicker
• Fast and informal interpretation ideally suits conversational translation.
• Remove dependency on other prisoners for translation
• Improve safety through better understanding and effective communication.
• Avoid cumbersome three way interpreted conversations

£0.10 a unit a minute

• 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 alex.redston@phonehub.io. Tell them what format you need. It will help if you say what assistive technology you use.

Framework

G-Cloud 14

Service ID

681863298192621

Contact

Alex Redston
01603340589
alex.redston@phonehub.io

Service scope

• Software add-on or extension: No
• Cloud deployment model:
  • Public cloud
  • Private cloud
  • Hybrid cloud
• Service constraints: None
• System requirements: Microsoft Edge Browser

User support

• Email or online ticketing support: Email or online ticketing
• Support response times: During normal business hours we aim to respond within 2 hours.
• User can manage status and priority of support tickets: No
• Phone support: Yes
• Phone support availability: 9 to 5 (UK time), 7 days a week
• Web chat support: No
• Onsite support: Onsite support
• Support levels: We provide support for both prison staff by email and telephone call with remote access via VPN for technical support staff where required.; All prisons have a direct named contact who can be reached 24/7, 7 days of the week.; ; Phone and email support goes directly to both technical and customer service team. All queries responded to rapidly, typically within 2 hours. Technical support available within similar timeframes.
• Support available to third parties: Yes

Onboarding and offboarding

• Getting started: Onsite installation and training is provided for prison staff and management. Detailed documentation is included for reference, including training videos. Documentation and instruction materials are provided for end users, including video guides.
• Service documentation: Yes
• Documentation formats:
  • HTML
  • PDF
• End-of-contract data extraction: The users can extract data via the management portal. They can download directly from this interface.
• End-of-contract process: There are no additional costs associated with the end of the contract.

Using the service

• Web browser interface: Yes
• Supported browsers:
  • Microsoft Edge
  • Chrome
• Application to install: No
• Designed for use on mobile devices: No
• Service interface: Yes
• User support accessibility: WCAG 2.1 A
• Description of service interface: The service interface allows access to feedback on the use of the service and management information. Run reports such as the language spoken report to identify user with specific language needs.
• Accessibility standards: None or don’t know
• Description of accessibility: Our service interface has been built using the gov.uk design system. We took this decision to build on the gov.uk Design System's accessibility compliance.
• Accessibility testing: None
• API: Yes
• What users can and can't do using the API: Transcribe and translate audio content
• API documentation: Yes
• API documentation formats:
  • HTML
  • PDF
• API sandbox or test environment: Yes
• Customisation available: Yes
• Description of customisation: The service can be customised at a jurisdiction level, individual establishment level or for an individual prisoner. Customisation can include service parameters, AI model selection, interactive behaviour, end user device integration, custom network configuration, booking systems, user management and general service portal operation API integration including Open ID connect or O-Auth or service user information may also be customised. All customisations are managed through regular service review meetings. Restrictions can be managed by prison staff with the appropriate role. Customisations are made by our in-house, full-time development team and we will consider all suggestions made by customers.

Scaling

• Independence of resources: Our service is built using Kubernetes on Google Cloud Platform and has the capacity to scale to thousands of nodes.

Analytics

• Service usage metrics: Yes
• Metrics types: Spoken language; User feedback ratings; Use by time; Use by establishment; Use by individual users
• Reporting types:
  • API access
  • Real-time dashboards
  • Regular reports
  • Reports on request

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: Managed by a third party
• 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: Deleted data can’t be directly accessed
• 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: Login to management portal, enter management information screen, select filters to chose the desired data range, download. Access to this function is based on role based access control.
• 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)
  • IPsec or TLS VPN gateway

Availability and resilience

• Guaranteed availability: Services are available 24/7, 365 days with guaranteed SLA of 99.9% of availability.
• Approach to resilience: Information available upon request.
• Outage reporting: Email alerts.

Identity and authentication

• User authentication needed: Yes
• User authentication:
  • Limited access network (for example PSN)
  • Dedicated link (for example VPN)
• Access restrictions in management interfaces and support channels: Two-factor authentication required to access management interfaces and support interfaces. Access is restricted using Role Based Access Control to approved user accounts, VLAN on the network and access to the network interface. Routing restrictions are in place with registered MAC addresses and access to the routers is restricted to admin's only. VPN's are in place to ensure the data is secure during transit.
• Access restriction testing frequency: At least once a year
• Management access authentication:
  • Identity federation with existing provider (for example Google Apps)
  • Limited access network (for example PSN)
  • 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: 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

Standards and certifications

• ISO/IEC 27001 certification: Yes
• Who accredited the ISO/IEC 27001: Lloyds Register
• ISO/IEC 27001 accreditation date: 05/07/2021
• What the ISO/IEC 27001 doesn’t cover: None of our business activities are excluded from the scope of our ISO 27001 certification. ; ; Our statement of applicability excludes outsourced software development, which we do not engage in. All development is done in-house.
• ISO 28000:2007 certification: No
• CSA STAR certification: No
• PCI certification: Yes
• Who accredited the PCI DSS certification: Security Metrics
• PCI DSS accreditation date: 04/02/2022
• What the PCI DSS doesn’t cover: N/A
• Cyber essentials: Yes
• Cyber essentials plus: Yes
• Other security certifications: No

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 follow security processes as documented in our Information Security Management System (ISMS) Policy Manual, based on ISO27001 standards.

Operational security

• Configuration and change management standard: Supplier-defined controls
• Configuration and change management approach: Phonehub IO Ltd has a formal documented Change Management process in place as defined in its ISO27001 management system. The Change Management Board (CMB) meet weekly to approve or reject requests for changes, to ensure the integrity of the process.
• Vulnerability management type: Supplier-defined controls
• Vulnerability management approach: For known product vulnerabilities we regularly apply all operating system and software updates. Daily automated third party vulnerability scanning using tenable.io and Harbor
• Protective monitoring type: Supplier-defined controls
• Protective monitoring approach: Pervasive security controls with Next Generation Antivirus (NGAV); Endpoint Protection and Response (EDR); and Threat Graph
• Incident management type: Supplier-defined controls
• Incident management approach: Phonehub IO Ltd has a set of defined policies and procedures for incident management in accordance with ISO27001 best practice. The Information Security team will assess the seriousness of any situation and will take necessary action to limit any potential impact. All incidents are logged and reviewed.

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

• Social Value:

  Social Value

  • Fighting climate change
  • Covid-19 recovery
  • Tackling economic inequality
  • Equal opportunity
  • Wellbeing

  Fighting climate change

  Climate change is something of great importance to Phonehub IO Ltd and we endeavour wherever possible to select partners who share these same values. For example, we have selected Google as our primary cloud provider, as they are committed to achieving net-zero emissions across all of their operations and value chain by 2030 and their UK operations are on track to operate at or near 90% carbon-free energy in 2025. Similarly, we chose Amazon Web Services due to their commitment to using 100% renewable energy and their goal to achieve net-zero carbon emissions by 2040. ; ; Closer to home, we also encourage all of our team members to cycle and/or walk to work wherever and whenever possible. This not only lowers our carbon footprint, but helps encourage physical activity that is important for both physical and mental wellbeing.

  Covid-19 recovery

  Phonehub IO develop and promote local employment opportunities to support those made redundant and struggling with unemployment following the pandemic. Additionally, we work with local companies wherever possible and commit to identifying opportunities where we can support local innovation and economic recovery following Covid-19.

  Tackling economic inequality

  Phonehub IO Ltd offers all members of our team opportunities to learn new skills and encourages them to take advantage of one another’s expertise and training materials to boost their own skillset within a collaborative and supportive environment.; ; Furthermore our applications are all aimed at helping prisoners and their families communicate more effectively. This directly supports the wellbeing of this disadvantaged group which has a positive impact on family ties, reducing re-offending, and in turn supports their future prospects for life outside the criminal justice system.

  Equal opportunity

  We prevent bias within employment by offering equal opportunities for vulnerable and disadvantaged groups; and never discriminating against any protected characteristics such as gender, race, religion, sexual orientation, disability, pregnancy, or maternity/paternity.; ; We work with prisons to create employment opportunities for prisoners in appropriate risk assessed positions.; ; We seek to employ neurodiverse individuals who face specific challenges in mainstream employment. The benefit is mutual, unlocking the hidden potential and unique perspectives of individuals with autism.; ; We provide an inclusive workplace, supporting our LGBTQ+ colleagues.

  Wellbeing

  In today's fast-paced and highly pressurised tech industry, where innovation and productivity are crucial, the well-being of our team is at the forefront of our agenda and we endeavour to support all facets of their wellbeing. We encourage all members of our team to promote their physical and mental wellbeing by walking or cycling to work. ; ; We also support social and intellectual wellness by encouraging our team to work collaboratively and gain insight into new ways to expand their knowledge and skillset. Communication and collaboration are at the core of how we operate and we are, not only, committed to empowering one another to be share ideas and ask questions, but embrace individual failure as an opportunity to learn and grow.; ; As a tech company, we understand the personal growth and continuous learning of our developers is an invaluable investment for their wellbeing. When a new developer joins our team, we nestle them in a supportive and friendly group of peers who can guide them and support them in their growth and development and ensure they feel secure and confident in their role.

Pricing

• Price: £0.10 a unit a minute
• Discount for educational organisations: No
• Free trial available: Yes
• Description of free trial: Full service - no restrictions; Detailed service feedback; Limited to 90 days

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 alex.redston@phonehub.io. Tell them what format you need. It will help if you say what assistive technology you use.