VOICESCAPE LIMITED

Voicescape Local Authority

Voicescape support Local Authorities to increase revenue collection, reduce aged debt, and engage with vulnerable residents. Through behavioural insights and automated multi-channel communication, authorities see operational efficiencies across Council Tax, Adult Social Care, NNDR, Sundry Debt, and HBOP. Promoting self-serve reduces manual workload, enhancing service delivery & resident engagement.

Features

• Automation of multi-channel communications enhancing resident engagement
• Secure Self-Serve portal, cloud hosted with two factor authentication
• Professional deployment and training services included as standard
• Recovery of all debt types within Revenues and Benefits
• Bespoke campaigns: feedback surveys, welfare support, digital uptake and registration
• Flexibility and scalability allowing for expansion and customisation
• No-touch / Low-touch IT implementation
• Compatibility with Telephony systems, HMS and CRM enabling smooth integration
• Managed service with professional account and customer service management
• The customer has complete control of the workflow

Benefits

• Improving operational efficiency, allowing allocation of staff to high-value tasks
• Enhanced Engagement: Improves revenue collection, engagement and resident wellbeing
• Early intervention prevents debt escalation, fostering long-term positive behavioural changes
• Enables targeted outreach to specific resident groups for tailored communication
• Benchmarking across our client base, promoting sharing of best practices
• Ongoing data cleansing to support with current resident contact details
• Return files support data-led decision making for future engagement
• Voicescape’s dashboard provides ability to measure success and strategic KPI’s
• Early intervention enables the reduction of postage and printing costs
• Reducing pressure on contact centre and improve call wait time

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

Framework

G-Cloud 15

Service ID

748737551029624

Contact

Bill Williams
0161 884 3598
sales@voicescape.com

About your service

• Service categories:

  Application Development and Deployment

  Analytics and business intelligence

  • Business Intelligence
• Multi cloud support: No

Service scope

• Software add-on or extension: No
• Cloud deployment model: Private cloud
• Service constraints: None that we have encountered so far.
• System requirements:
  • An internet connection (standard ports 80 and 443)
  • A static IP for whitelisting (where users upload via sFTP
  • A standards-compliant Internet Browser
  • Javascript enabled

User support

• Email or online ticketing support: Yes, at extra cost
• Support response times: Within the hour during standard office hours (9:00 - 17:00 Monday to Friday). Evening and weekend responses depend on the severity of the issue being raised.
• 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: No
• Support levels: We provide support via ZenDesk ticketing system. We also provide telephone and email support. We assign an account manager to all of our users. Our technical team can be contacted directly for more technical support issues. We also provide a Customer Success Manager for each account.
• Support available to third parties: Yes

Onboarding and offboarding

• Getting started: Onsite or remote training is provided. User documentation. Technical assistance via telephone, email or support tickets.
• Service documentation: Yes
• Documentation formats: PDF
• End-of-contract data extraction: Via the reporting interface, all data can be extracted to a CSV format.
• End-of-contract process: User data can be provided and is cleared down from our system a month after the end of contract unless otherwise requested. There are no additional charges at the end of a contract.
• Documentation accessibility standard: None or don’t know
• How the documentation is accessible: Buyers receive onboarding materials via our learning management system, which provides centralised access to all relevant information.; Offboarding for Buyers is managed directly by their dedicated Account Manager.

Using the service

• Web browser interface: Yes
• Supported browsers:
  • Microsoft Edge
  • Firefox
  • Chrome
  • Safari
  • Opera
• Application to install: No
• Designed for use on mobile devices: Yes
• Differences between the mobile and desktop service: When comparing mobile and desktop services, functionality remains consistent due to our responsive design principles. Regardless of device size, users can access all features. The primary distinction lies in screen layout: mobile interfaces are optimised for smaller screens, while desktop versions offer a more spacious view. Both views provide a seamless experience, ensuring efficient task performance.
• Service interface: Yes
• User support accessibility: None or don’t know
• Description of service interface: There is an administration website that allows users to login to control their service and generate reports. The system has different levels of privileges and modules that can be activated according to the user's subscription levels.
• Accessibility standards: None or don’t know
• Description of accessibility: The service does not have any specific accessibility features. Our applications comply with WCAG 2.1 AA standards.
• Accessibility testing: The service has not been tested with assistive technologies.
• API: No
• Customisation available: No

Scaling

• Independence of resources: Voicescape operates a cloud-native architecture. Capacity is provisioned with headroom and services are scalable, ensuring workloads from one customer do not impact others.

Analytics

• Service usage metrics: Yes
• Metrics types: Users can view real-time statistics and generate a variety of reports based on real-time data via the administration interface.
• Reporting types:
  • Real-time dashboards
  • Regular reports
• Resource tagging: Yes
• FOCUS resource tagging: Yes

Resellers

• Supplier type: Not a reseller

Staff security

• Staff security clearance: Other security clearance
• Government security clearance: None

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: Complies with a recognised standard (for example CSA CCM version 4.0)
• Penetration testing frequency: At least once a year
• Penetration testing approach: Another external penetration testing organisation
• Protecting data at rest: Other
• Other data at rest protection approach: Database encryption and CSA CCM v3.0
• Data sanitisation process: No
• Equipment disposal approach: A third-party destruction service

Data importing and exporting

• Data export approach: By logging into the secure administration interface and selecting their export criteria. This is self-managed.
• Data export formats: CSV
• Data import formats:
  • CSV
  • Other
• Other data import formats: TXT

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)
  • Other
• Other protection within supplier network: IP whitelisting for data transfers. Data within our network is protected using encryption at rest for databases and storage, strict identity and access management with role based access controls, and network segmentation to isolate environments and services. Systems are continuously monitored, regularly patched, and subject to vulnerability scanning and security testing.

Availability and resilience

• Guaranteed availability: We target 99% availability and have consistently delivered 99.99% over the past 12 months. We would discuss any refund or guarantee on a case by case basis if and when the situation dictated.
• Approach to resilience: Resilient Cloud infrastructure with replicated data and servers. Further information is available on request.
• Outage reporting: We have an in-house monitoring system which displayed statistics on the current status of all hardware and software services. This system alerts the support team by email and key members of staff by SMS.

Identity and authentication

• User authentication needed: Yes
• User authentication:
  • Username or password
  • Other
• Other user authentication: Optional two-factor authentication
• Access restrictions in management interfaces and support channels: Access is regulated by userID, companyID and authorisation level. This determines what data and services each user can access. Access is controlled server side.
• Access restriction testing frequency: At least every 6 months
• Management access authentication:
  • Username or password
  • Other
• Description of management access authentication: Optional two factor authentication

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: User-defined
• Access to supplier activity audit information: You control when users can access 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: Yes
• Security governance certified: Yes
• Security governance standards: ISO/IEC 27001
• Information security policies and processes: We have our own internal security policies which meet the standards of ISO 27001; further information and a redacted copy of these policies are available on request.
• Software Security Code of Practice: Yes

Operational security

• Configuration and change management standard: Supplier-defined controls
• Configuration and change management approach: Change management is via an internal set of procedures that starts with a change request form which is then submitted through our development process. Impact assessments and security risks are evaluated as part of this process.
• Vulnerability management type: Undisclosed
• Vulnerability management approach: We have our own internal patch management policies; further information and a redacted copy of these policies are available on request.
• Protective monitoring type: Undisclosed
• Protective monitoring approach: Monitoring of existing services and vulnerability testing, incident reports are filed for any incidents that impact the service. We respond to any incidents immediately and we usually resolve any issues within hours.
• Incident management type: Undisclosed
• Incident management approach: We have only had a limited number of incidents that affect service and none of these are common events as we create automated fixes for any such incidents. Users can report issues with the service via the standard support methods. Incident reports are recorded, redacted examples can be provided.
• Post-quantum cryptography secure: No

Secure development

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

Public sector networks

• Connection to public sector networks: No

Pricing

• Discount for educational organisations: No
• Free trial available: No

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: 0%
• Between £1,000,001 and £2,500,000: 0%
• Between £2,500,001 and £5,000,000: 0%
• Over £5,000,001: 0%

Non-mandatory Standards and certifications

• ISO/IEC 27001 certification: Yes
• Who accredited the ISO/IEC 27001: SanCert Global
• ISO/IEC 27001 accreditation date: Sunday 30 June 2024
• What the ISO/IEC 27001 doesn’t cover: There is nothing out of scope
• ISO 28000:2022 certification: No
• ISO 9001 certification: No
• Quality management systems (QMS): No
• CSA STAR certification: No
• PCI certification: No
• Cyber essentials: Yes
• Please provide your Cyber Essentials Certificate Number: 264082b0-2069-45d3-a4d7-1861a27b5e7a
• Cyber essentials plus: No
• Cyber Essentials Alternative: In relation to the services you do not have a current and valid Cyber Essentials Plus certificate which has been awarded by one of the government approved Cyber Essentials accreditation bodies but you are working towards gaining it, and will be in a position to confirm that you have been awarded a current and valid Cyber Essentials Plus certificate by one of the government approved accreditation bodies within 12 months of the date of award.
• 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
    • 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
    • Payment of more than the National Minimum Wage or National Living Wage (as appropriate) to the contract workforce
    • 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
    • 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

  • 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.

    • Support for educational attainment relevant to the contract, including training schemes that address skills gaps and result in recognised qualifications
    • Delivery of apprenticeships, supported internships and T Level industry placement opportunities (Level 2, 3 and 4+) in relation 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 3: Resilient, innovative and flexible supply chains: Support economic growth through enabling resilient businesses, opportunities for small businesses and voluntary, community and social enterprises

    • Activities that demonstrate a collaborative way to work with a diverse range of businesses as part of the supply chain
    • Understanding of local demographics, needs and opportunities for the co-design of the goods, services and works to be delivered under the contract
    • Plans for positive actions with community groups.
    • Measures to engage users and communities and build relationships to increase community integration build trust and influence how the contract is delivered

  • Mission: Make Britain a clean energy superpower: To cut bills, create jobs and deliver security with cheaper, zero-carbon electricity by 2030, accelerating to net zero

    Policy Outcome 4: Sustainable procurement practices: Reducing carbon footprints, minimising waste, and promoting the use of clean energy and green technologies.

    • Understanding of opportunities for additional environmental benefits delivery in the performance of the contract, including working towards net zero carbon emissions and use of clean energy and green technologies
    • Collaborative ways of working with the supply chain to deliver additional environmental benefits in the performance of the contract, including working towards net zero carbon emissions and use of clean energy and green technologies
    • Delivery of additional environmental benefits through the performance of the contract, including working towards net zero carbon emissions and use of clean energy and green technologies

  • 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 the issues affecting inequality in employment, skills and pay in 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 tackle inequality in employment, skills and pay in the contract workforce
    • Inclusive and accessible development practices, including guidance for line managers on recruiting, managing and developing people with a disability or health condition

  • 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
    • Other measures to offer development opportunities for the target cohort(s) in the contract workforce
    • Advertising, promotional and outreach activities designed to raise awareness of the offer to reach the target cohort
    • Understanding of issues relating to entering the contract workforce
    • Creation of outreach activities to create a pipeline of employees for the future contract delivery
    • Content of the outreach activity is designed to suit the target cohort
    • Advertising, promotional and outreach activities designed to raise awareness of the offer to reach the target cohort

  • Mission: Build an NHS fit for the future: That is there when people need it; with fewer lives lost to the biggest killers; in a fairer Britain, where everyone lives well for longer.

    Policy Outcome 8: Increasing productivity through physical and mental wellbeing: In the supply chain and communities in the relevant area.

    • Understanding of issues relating to health and wellbeing, including physical and mental health, in the contract workforce
    • Understanding barriers to access to health and social care services or employment opportunities e.g. digital inclusion
    • Inclusive and accessible recruitment practices, development practices and retention policies that support-focused activities including those provided in the Guide for line managers on recruiting, managing and developing which support people with a disability or health condition

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