ARROW BUSINESS COMMUNICATIONS LIMITED (Trading under the brand name ARO)

ARO - iPECS (UCaaS)

iPECS is a hosted UCaaS Platform providing features such as; voice/video conferencing, IM, presence, desktop and file sharing, integration with CRMs and IP telephony (VoIP). Operated through handsets, mobile or desktop apps. Web/App interfaces allow real-time access and changes to the many features available on a user basis

Features

• Audio/Video Conferencing adhoc from any device (optional)
• One number follows you everywhere on any device
• Works on any device; desktop, Mobile or handset
• Call Recording – all calls or on demand, stored on-line
• Daktela - Omnichannel Contact Centre Solution
• Integrated Presence and Chat
• Hot Desk – use any iPECS handset as your extension
• Desktop/File sharing capability (optional)
• Teams Integration
• Hunt Groups and Scheduling

Benefits

• More accessible with one number ringing devices simultaneously
• IM - online chat prompts a quicker response than email
• Record important call information and improve training
• More professional approach to high volume customer calls centres
• Provide a stronger collaborative experience for remotely-based employees
• Promote flexible working, seamlessly move between sites
• Provide Local or National presence regardless of locations
• Increase productivity as hunt groups find available agents quickly

• 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 sds.contracts@aro.tech. Tell them what format you need. It will help if you say what assistive technology you use.

Framework

G-Cloud 15

Service ID

754178642500307

Contact

John Loftus
07545 929225
sds.contracts@aro.tech

About your service

• Service categories:

  Applications

  Collaborative

  • Team collaboration
• Multi cloud support: No

Service scope

• Software add-on or extension: No
• Cloud deployment model:
  • Public cloud
  • Private cloud
  • Hybrid cloud
• Service constraints: A suitable private or public internet connection is required.; ; As a VoIP service, calls to 999 may not be possible, during a service outage where the customer loses total connectivity for example, owing to a power outage or the failure of all data access.; ; iPECS does not support the following:; ISDN data calls; IP handsets that have not been supplied by us; We do not support some fax and franking machines used with an ATA
• System requirements:
  • The self service admin portal is web-browser based.
  • Suitable connectivity to the internet (Check with Arrow)
  • The handsets require a power over ethernet port

User support

• Email or online ticketing support: Yes
• Support response times: Our standard response time is four working hours Monday-Friday 8-6pm. We can supply bespoke SLA agreements.
• User can manage status and priority of support tickets: No
• Phone support: Yes
• Phone support availability: 24 hours, 7 days a week
• Web chat support: Yes
• Web chat support availability: 9 to 5 (UK time), Monday to Friday
• Web chat support accessibility standard: WCAG 2.2 A
• Web chat accessibility testing: None Completed to Date
• Onsite support: Yes, at extra cost
• Support levels: Arrow provides a core level of support which in included with the contract. Additional bespoke support levels are available upon request at an additional monthly service fee.; ; Any incident (an unplanned interruption to a service) can be logged by the customer with Arrow’s Service Desk. Arrow will respond to and resolve remotely any incident or issue that is impacting the customer’s supported scope using our cloud support engineers.; ; A service change (something which represents a minor change to the supported scope where there is a risk of impact on the service) may be subject to additional charges depending on the scope of the change and will also be managed by our cloud support engineers.
• Support available to third parties: Yes
• AI chatbot: No

Onboarding and offboarding

• Getting started: An Account Manager and pre-sales consultant will work with you to identify the correct service specification and configuration. If required we will attend site to conduct site surveys, demonstrations and audits. Once our proposal has been accepted and our Cloud Telephony service contract signed, the project is added to our internal task system. Each new customer project is allocated to a Prince 2 qualified Project Manager who assumes overall responsibility for the project. The Project Manager will communicate with the customer by phone, e-mail, video or in person. A Project Initiation Document is issued once we have gathered all required information. A meeting to discuss all aspects of the phone service configuration is held with; the customer. The service configuration agreement is written up and issued to the customer. The Project Manager will liaise with the Cloud IP Engineering team to; manage the necessary technical resources. The PM will also manage the process of porting numbers in to the Arrow network. The assigned Cloud IP Engineer will configure the service and attend; site to carry out the deployment. Where the customer specifies on-site training, a qualified trainer will attend site to provide the necessary instruction.
• Service documentation: Yes
• Documentation formats: PDF
• End-of-contract data extraction: The customer via the relevant service portals can extract all historical call detail and call recording information held.
• End-of-contract process: Once terminated, Arrow technical staff will de-commission the customer’s service ensuring all database information, call recording and analytics data are permanently deleted. Services included in the price of the contract will be monthly rental charges and any hardware or professional services which were agreed at the beginning of the contract period. Additional costs may be for incremental licences.
• Documentation accessibility standard: None or don’t know
• How the documentation is accessible: All documentation will be provided by the Project Manager

Using the service

• Web browser interface: Yes
• Supported browsers:
  • Microsoft Edge
  • Chrome
  • Safari
• Application to install: Yes
• Compatible operating systems:
  • Android
  • IOS
  • MacOS
  • Windows
• Designed for use on mobile devices: Yes
• Differences between the mobile and desktop service: The iPECS soft client, iPECS ONE, is a single application for both PC and mobile that provides a seamless Unified Communications (UC) experience, allowing users to make calls, message, and collaborate from any device.
• Service interface: Yes
• User support accessibility: None or don’t know
• Description of service interface: Gamma iPECS provides each customer with a secure web-based management portal that offers a highly flexible and customizable administrative system. This portal, along with its modular applications, allows administrators to undertake the following key tasks:; ; • User Management ; • System Configuration; • Security; • Call Recording
• Accessibility standards: None or don’t know
• Description of accessibility: Standard web-browser/app access with standard accessibility options associated with those web-browsers/apps.
• Accessibility testing: None Completed to Date
• API: No
• Customisation available: Yes
• Description of customisation: There is an extensive list of customisable features and functions on iPECS (available on request).; The service offers a range of clever features and an emphasis on control and administration through the web. For administrators, you can quickly configure the system according to your organisation’s changing requirements, whilst individual users can manage their calls easily and effectively.; Users can implement a wide range of features via the web portal, either at a company, site, or User level giving full and easy control of; an entire telephony environment, even over multiple sites.

Scaling

• Independence of resources: The platform is maintained across geo-resilient data centres. The underlying network is configured and monitored to ensure that each customer's service has the recommended resources published in our vendor's specification documentation. As more customer's are added to the platform, underlying network resources are scaled to suit demand.; Each iPECS customer's resource requirements are taken into account and sufficient network is allocated to them. Gamma also manage the network to spread traffic during very busy periods.

Analytics

• Service usage metrics: Yes
• Metrics types: For administrators, iPECS Analytics offers a comprehensive and customizable platform to monitor and manage the entire communications estate.
• Reporting types:
  • Real-time dashboards
  • Regular reports
  • Reports on request
• Resource tagging: No
• FOCUS resource tagging: No

Resellers

• Supplier type: Reseller providing extra support
• Organisation whose services are being resold: Gamma Telecom

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
• 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: ‘IT Health Check’ performed by a CREST-approved service provider
• Protecting data at rest: Encryption of all physical media
• Data sanitisation process: Yes
• Equipment disposal approach: A third-party destruction service
• Data sanitisation type: Deleted data can’t be directly accessed / Cryptographic Erasure

Data importing and exporting

• Data export approach: Via a secure web-portal. Portal address to be provided by engineering upon commencement of the service.
• Data export formats:
  • CSV
  • Other
• Other data export formats: XLS
• Data import formats: CSV

Data-in-transit protection

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

Availability and resilience

• Guaranteed availability: IPECS service availability is calculated as:; Total number of minutes in the measurement period – Unplanned Downtime x 100 / Total number of minutes in the measurement period; Note: If a Service is partially available then the Unplanned Downtime shall be calculated in equal proportion i.e. if a service is 50% available then the unplanned downtime will be calculated as 50% x elapsed period of the incident.; Availability Measurement Period: 1 Calendar month; Target Service availability for iPECS is:; iPECS Graphical User Interface (GUI) is 99.9%; iPECS user subscriptions is 99.5%; iPECS Auto Attendant, Call Recording, and Unified Messaging subscriptions - 99%; Mean Average PESQ Score target of 4.1 for G711 and 3.7 for G729.; Not included:; - Outages which are deemed by us to be the result of matters outside of direct control; - Planned or emergency maintenance; - User error; Notes:Core functions are Gamma Switching infrastructure, transmission equipment and; core network, the service that supports call routing and termination.; Non-Core functions include Gamma Support Systems, access to any relevant portals and feature based services such as Call Plans, Call diverts, Auto Attendant, Call Recording, and Unified Messaging; PESQ score target for G711 is 4.1 and G729 is 3.7
• Approach to resilience: ISO 22301:2012 Business Continuity Management accreditation. As this information is sensitive, further specific information is available on request.
• Outage reporting: We have a process to communicate with customers in the event of a major service outage and provide a Reason for Outage report. This is based through emails from the support team. Once an outage is noted then regular hourly emails are sent detailing progress to resolution.

Identity and authentication

• User authentication needed: Yes
• User authentication: Username or password
• Access restrictions in management interfaces and support channels: Customer administrators can set permissions for other users to give them access to certain areas of the portal. They are able to restrict access to certain areas of the management and support interfaces.
• 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: 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: CSA CSM version 4.0
• Information security policies and processes: The Chief Executive Officer, along with the board, in partnership with the Head of IT is responsible for the approval of all of the IT policies and ensuring that they are discharged to the relevant managers. Arrow's Information Security Policy outlines our approach to information security as well as being a method to establish a set of tools to outline the responsibilities necessary to safeguard the security of the Company’s information systems with supporting policies, codes of practice, procedures and guidelines. The policy applies to all employees - current and new - of the Company as well as all other authorised users. The policy relates to the use of all Company-owned information system assets, to all privately owned systems when connected directly or indirectly to the Company’s network and to all Company-owned and or licensed software/data. Authorised members of the IT Department will from time to time monitor the information systems under their control to ensure compliance. This is supported by training during the Induction process for new employees and updates to existing staff as appropriate.
• Software Security Code of Practice: Yes

Operational security

• Configuration and change management standard: Complies with a recognised standard, for example CSA CCM v4.0 or SSAE-18 / ISAE 3402
• Configuration and change management approach: Change Control Process covers changes made to operational systems, to mitigate the risks and impacts that any change has and ensures good communication at all stages.; Change Management ensures changes to core infrastructure and services are performed and implemented correctly.; Best practice guidance, aligned to ITIL (OGC), recommends that the starting point for any change should be a review of generic questions or the ‘seven Rs’.; A risk and impact assessment is carried out for each change this involves detailing the assets under change.; The Change Advisory Board (CAB) has a representative from each impacted business area.
• Vulnerability management type: Complies with a recognised standard, for example CSA CCM v4.0 or SSAE-18 / ISAE 3402
• Vulnerability management approach: We use failure mode effects analysis process, conducting regular, systematic assessments of vulnerabilities to determine the necessity of safeguards, countermeasures and controls, monitoring for changes to maintain an acceptable level of risk. Includes identifying key information assets and subjecting them to specific risk assessments, assessing exposure to a list of common threats and vulnerabilities, maintaining risk registers, implementing technical, policy, business continuity and management initiatives;; Each patch is assessed and deployed accordingly:; High - Urgently.; Medium - ASAP.; Low - as time permits.; Gamma utilises many Vendor sources and industry RSS feeds, CERT, Ubuntu and Debian. Member of CiSP.
• Protective monitoring type: Complies with a recognised standard, for example CSA CCM v4.0 or SSAE-18 / ISAE 3402
• Protective monitoring approach: Gamma utilises GPG 13 guidance. Gamma have built a Security Information & Event Management Solution (SIEM) to identify potential compromises. If a compromise is found it is investigated. A Security Incident is raised to track the investigation, root cause and solutions if required to rectify or improve the situation. We respond to incidents as close to real time as practicable.
• 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: Gamma has an Incident Management process which has numerous pre-defined sub groups of staff designated for particular products or scenarios. It can be initiated by any member of staff and is managed by the 24/7 Network Operations Centre (NOC). Any incident is reported by the customer to the Service Desk, it is recorded in a customer relationship management tool (CRM) and an Incident report is produced after root cause analysis has taken place. Any Incident reports are made available to end users via pdf.
• Post-quantum cryptography secure: No

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 v4.0)

Public sector networks

• Connection to public sector networks: Yes
• Connected networks: Joint Academic Network (JANET)

Pricing

• Discount for educational organisations: No
• Free trial available: Yes
• Description of free trial: The trial version of our service can be created for up to 5 users for the period of one week in order to test the quality and useability.
• 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: 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: DNV Business Assurance UK Limited
• ISO/IEC 27001 accreditation date: Friday 1 December 2023
• What the ISO/IEC 27001 doesn’t cover: All ARO's services submitted to G-Cloud are covered, within the full scope included below. Nothing outside of the scope is covered:; ; Provision of IT and Telecommunications Services (AV and Video Conferencing, Business Mobile, Cloud Telephony, Contact Centre, Cyber Security, Data Centre Services, Data services, IT, Software Development, Mobile Data) in accordance with the Statement of Applicability, version 1.0, plus Code of Practice ISO 27017:2015 on information security controls for cloud services and Code of Practice ISO 27018:2019 for protection of personally identifiable information (PII) in public clouds.
• ISO 28000:2022 certification: No
• ISO 9001 certification: Yes
• Who accredited the ISO 9001 certification: DNV Business Assurance UK Limited
• ISO 9001 accreditation date: Friday 1 December 2023
• What the ISO 9001 doesn’t cover: All ARO's services submitted to G-Cloud are covered, within the full scope included below. Nothing outside of the scope is covered:; ; Provision of IT and Telecommunications Services (AV and Video Conferencing, Business Mobile, Cloud Telephony, Contact Centre, Cyber Security, Data Centre Services, Data services, IT, Software Development, Mobile Data).
• Quality management systems (QMS): Yes
• CSA STAR certification: No
• PCI certification: No
• Cyber essentials: Yes
• Please provide your Cyber Essentials Certificate Number: Bfeb01f3-8386-4dfa-b3a9-078b0111c144
• Cyber essentials plus: Yes
• Please provide your Cyber Essentials Plus Certificate Number: 1b2adc2c-4104-4659-93b5-35908194c9b4
• Other security certifications: Yes
• Any other security certifications: NHS DSP Toolkit

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
    • 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
    • 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
    • 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
    • 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 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.

    • 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

  • 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

    • Understanding of local demographics, needs and opportunities for the co-design of the goods, services and works to be delivered under the contract

  • 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
    • 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
    • Understanding of how to influence staff, suppliers, customers, communities and/or any other appropriate stakeholders through the delivery of the contract to support climate and nature protection and improvement

  • 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 the representation of disabled people in the workforce in the market, industry or sector relevant to the contract, and in the supplier’s own organisation and those of its key sub-contractors
    • Collection of the views and expertise of disabled people and their representative organisations on successfully supporting disabled employees or applicants
    • Working conditions which promote an inclusive working environment and promote retention and progression
    • 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 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

  • 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
    • 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
    • Actions to invest in the physical and mental health and wellbeing of 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 sds.contracts@aro.tech. Tell them what format you need. It will help if you say what assistive technology you use.