Epiq Europe Ltd

ITOMS - Cloud-based Transcription Management and Delivery

ITOMS (International Transcription Operating Management System) is Epiq’s proprietary cloud-based transcription management tool. ITOMS enables clients to perform and automate many tasks, including: Uploading transcription order details and audio/video files; Scheduling work and organising activities; Monitoring job progress from initial request to completion; Downloading completed transcripts.

Features

• Upload transcription orders and audio/video files
• Monitor transcription order progress from initial request to completion
• Schedule and organise transcription work
• Remote access
• Encrypted and secure file transfer system

Benefits

• Easily and quickly submit transcription orders and upload audio/video files
• Easily track progress of transcription orders
• Securely transfer audio/video files
• Securely receive completed transcripts

£75 to £200 a unit an hour

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

Framework

G-Cloud 14

Service ID

761267014023979

Contact

Sandeep Patel
020 7367 9173
contracts@epiqglobal.com

Service scope

• Software add-on or extension: No
• Cloud deployment model: Private cloud
• Service constraints: Service is deployed via the internet and is compatible with Google Chrome, Firefox and Internet Explorer browsers, as well as Apple devices running Safari. Service cannot be accessed via mobile or tablet devices running Android.
• System requirements: Individual account per user with unique user name and password

User support

• Email or online ticketing support: Email or online ticketing
• Support response times: We aim to respond to all emails received within standard working hours (9am to 5.30pm, Monday to Friday) within one hour. We provide an emergency email address for queries received outside standard working hours. We aim to respond to these emails within two hours.
• 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: No
• Onsite support: No
• Support levels: Each client is supported by an account manager and project management team. The project management team will be able to troubleshoot and resolve most day-to-day issues. The project support team is also assisted by a technical support desk, who are able to address more complex functionality questions. If necessary, the project management team and project support team will engage additional technical support to answer client queries. Technical support is included as standard and is not separately charged.
• Support available to third parties: No

Onboarding and offboarding

• Getting started: Initial client engagement is focused on a kick off meeting, which may take place in person or by telephone call. This will determine the number of users that may be required to use the system and to discuss the overall functionality of the system. The initial meeting may include a demonstration of the system. We also provide a user guide in PDF format.
• Service documentation: Yes
• Documentation formats: PDF
• End-of-contract data extraction: The system is set up to automatically retain the data for as long as agreed in the contract and then automatically delete it. Users can extract their data by downloading it from the system to an external source.
• End-of-contract process: At the end of the contract, ITOMS access is removed. No additional costs are incurred to the user.

Using the service

• Web browser interface: Yes
• Supported browsers: Chrome
• Application to install: No
• Designed for use on mobile devices: No
• Service interface: Yes
• User support accessibility: None or don’t know
• Description of service interface: ITOMS has a simple and uncluttered interface that makes it very intuitive to use without any training required. The main page provides customisable dashboards showing draft orders, submitted orders, orders in progress and completed orders. All job information and reports can be easily accessed from tabs on the main page.
• Accessibility standards: None or don’t know
• Description of accessibility: We have ensured that our service is accessible by: - using simple colours; - writing in plain English; - using simple sentences and bullet points; - making buttons descriptive; - using good contrasts and a readable font size; - using a combination of colour, shapes and text; - following a linear, logical layout, ensuring that text flows and is visible when text is magnified to 200%. All non-text content that is presented to the user has a text alternative that serves the equivalent purpose.
• Accessibility testing: We have not done any interface testing with users of assistive technology.
• API: No
• Customisation available: No

Scaling

• Independence of resources: Users upload and download their data as and when required, and as a result, demand by numerous users does not affect the service due to a very limited of time spent by the user in the system.

Analytics

• Service usage metrics: Yes
• Metrics types: Volumes of data received and processed
• Reporting types:
  • Real-time dashboards
  • Regular reports
  • Reports on request

Resellers

• Supplier type: Not a reseller

Staff security

• Staff security clearance: Other security clearance
• 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: Complies with a recognised standard (for example CSA CCM version 3.0)
• 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 another standard
• 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: Data is exported by downloading to an external or local drive in the user's network. Reports on volumes of data are also available to download as an Excel file.
• Data export formats: Other
• Other data export formats:
  • Microsoft Word
  • PDF
  • Microsoft Excel
• Data import formats: Other
• Other data import formats:
  • Microsoft Word
  • Microsoft Excel
  • PDF
  • MPEG Audio Layer III (.MP3)
  • PCM Wave (.WAV)
  • Digital Speech Standard (.DSS)
  • Liberty Court Recorder audio (.DCR)
  • FTR Gold audio (.TRM)
  • FTR log file (.FLS)

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)

Availability and resilience

• Guaranteed availability: We train staff to answer phones within three rings, acknowledge emails within one hour and escalate all unusual queries to their manager. We maintain a formal policy for handling queries and all personnel are trained in our escalation process. Specific service level agreements for availability are agreed with clients on a case-by-case basis.
• Approach to resilience: The physical protection of all data centres encompasses multiple layers including 24x7 onsite staff, strict personnel access controls utilising badge and/or biometric access and mantraps, and 24x7x365 video surveillance both inside and outside the facility. Hardware, servers, and network devices are maintained on raised flooring and are secured in locked cabinets. Visitors must be escorted at all times, sign in, and be assigned an electronic photo ID badge that does not grant access to any raised floor areas. Further information is available on request.
• Outage reporting: Email alerts are sent directly to the IT support team who will then investigate and report back to clients confirming the start and end times for any outage, our analysis of the cause of the outage and how the issue was resolved. Reports will also include recommendations for any future changes or upgrades if these are required.

Identity and authentication

• User authentication needed: Yes
• User authentication: 2-factor authentication
• Access restrictions in management interfaces and support channels: Access to data within the system is based on a tiered hierarchy configured to match the specific roles and responsibilities of team members. Based on information provided by the client, Epiq's IT team will configure user access to data, as well as functions they are able to perform within the system. Administration and audit history features are deployed via specific tabs and commands, which are only visible to users authorised to access these features.
• Access restriction testing frequency: At least once a year
• Management access authentication: 2-factor authentication

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 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: User-defined

Standards and certifications

• ISO/IEC 27001 certification: Yes
• Who accredited the ISO/IEC 27001: British Standards Institute (BSI)
• ISO/IEC 27001 accreditation date: 01/11/2016
• What the ISO/IEC 27001 doesn’t cover: Services outside our core services which are Legal Services and Court Reporting. A statement of applicability can be provided on request.
• ISO 28000:2007 certification: No
• CSA STAR certification: No
• PCI certification: No
• 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: Information security is managed through a dedicated information security team who are responsible for designing and updating polices relating to user access, physical controls, network storage, appropriate use of systems and compliance with existing legislation. Policies are reviewed and updated on a quarterly basis. Mandatory training on security issues is provided to all employees when they join the company and at least annually during their tenure. Our data centre and operations centre have been accredited to ISO 27001 standard and as part of this certification we are regularly interviewed and audited by an external auditor - a process that evaluates our policies and practices to identify and resolve potential vulnerabilities.

Operational security

• Configuration and change management standard: Supplier-defined controls
• Configuration and change management approach: The progress of the project will be tracked throughout its life-cycle by the Project Manager utilising the software's tracking functionality. Project Managers and IT staff are vigilant to any changes that may have a potential security impact. All such changes are reported to Epiq’s information security team and investigated. If any incident were to occur, the client would be advised as soon as it was discovered. A full investigation would ensue and a written report would be provided within 24 hours, detailing the incident, the security implications and any counter-measures that have been implemented to avoid a recurrence.
• Vulnerability management type: Supplier-defined controls
• Vulnerability management approach: Our Information Security Officer and information security management team ensure that we keep up-to-date with security alerts and advice through multiple information sources (newsletters, ISMS networks, clients, etc). If the threat is something that requires immediate attention, it will lead to an immediate change in the configuration of our technology or our operational procedures. Threat intelligence, such as information on viruses or phishing scams, is shared immediately with employees via email alerts. Information on security threats also feeds into updated security training, which is mandatory for all employees.
• Protective monitoring type: Supplier-defined controls
• Protective monitoring approach: Compromises may be identified by staff, clients or other external sources. If a compromise is identified, the client will be advised immediately. A full investigation will ensue and a written report will be provided to the client within 24 hours, detailing the compromise, the security implications and any counter-measures that have been implemented to avoid a recurrence.
• Incident management type: Supplier-defined controls
• Incident management approach: We maintain an Incident Response Plan, which sets out our approach to reporting and responding to security incidents. Employees report incidents to the information security team using a standard format document and the team is responsible for investigating the reported activity in a timely manner and reporting findings to the client, management and any appropriate external authorities as necessary. Incident reports are usually provided by secure email. Our information security team subscribes to various industry alert services to keep abreast of relevant threats, vulnerabilities or alerts from actual incidents.

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

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

  Fighting climate change

  We publish a Carbon Reduction Plan on our website and are committed to achieving Net Zero emissions by 2050. We record and monitor carbon emissions, set annual objectives to reduce carbon emissions and improve environmental sustainability, and have implemented multiple environmental initiatives in order to meet the objectives, including closing offices no longer required due to staff working from home. We operate our offices in the most energy efficient manner, including motion sensors which automatically turn off lights, fixed temperature settings, low-flow toilets, etc. We provide recycling bins in the office/s. We maintain a paperless office policy and documents are only printed to meet client requirements. All the equipment has earned an Energy Star rating and is configured to take advantage of low energy modes when left in an idle state. The data centres utilizes 100% renewable energy.; We are a signatory to the Greener Litigation and Greener Arbitration Pledges, which commit us to taking active steps to reduce the environmental impact of the operations in the UK. Epiq holds an ISO 14001 certification, requiring us to set annual environmental sustainability objectives, report against them, and continually improve the environmental management program. We track key metrics on the Scope 1, Scope 2 and Scope 3 emissions, employee travel, employee engagement, training completion rates, as well as feedback from employees, clients, consultants, and suppliers. The CSR teams meet quarterly to review the progress of the initiatives, measure their success, identify improvements, and discuss new initiatives. We report on key metrics and the progress of the initiatives via performance review meetings and contract reports.; Employees must complete annual mandatory environmental training courses. We run regular workshops to encourage employees to be more environmentally conscious. We organize regular environmental volunteering activities for the staff such as litter picking, tree planting, and river cleaning.

  Covid-19 recovery

  Epiq has taken several steps to help both our company and local communities manage and recover from the impacts of COVID-19, which are directly relevant to the provision of services we provide.These include: • Office/work equipment, policy updates and security compliance training have been provided to staff to enable home working, as required. The rapid changes required to working practices prompted Epiq to develop a new Flexible Work Strategy.. • All employees are encouraged to wear masks and social distance when appropriate. We provide masks, gloves, hand sanitiser and disinfecting wipes in all offices. We have put in place additional cleaning of high contact areas. We have a dedicated area on our intranet to provide information and tools to our employees on office safety protocols • We provide financial support to employees , their families and communities affected by the COVID-19 pandemic via our Epiq Charitable Foundation. • We recognise the toll that the COVID-19 pandemic has had on the physical and mental health of our employees and have provided free access to the Headspace app, free access to our employee support programme offering support for financial, mental, and physical wellbeing, and free access to daily activities designed to promote physical and mental health.

  Tackling economic inequality

  Epiq is committed to developing valuable relationships with businesses that are minority-owned, woman-owned, disadvantaged-owned, LGBT-owned, veteran-owned, small, HUB Zone, and providing maximum practicable opportunities for suppliers that can offer quality, innovative, competitive, and cost-effective products and services. We adhere to this commitment by integrating supplier diversity into our business strategies, making good faith efforts to include diverse suppliers in sourcing activities, and monitoring spending levels with diverse suppliers. On our website, we encourage small and diverse suppliers to register with us and arrange meetings with us to identify how we can partner together. We advertise upcoming opportunities in accessible media, attend and sponsor regular industry networking events, and regularly partner with smaller organisations when tendering for public sector contracts. We also encourage our large suppliers to identify opportunities for small and diverse suppliers to provide services to us through their supply chain. When purchasing goods and services, we always ensure the source of such products and services is ethical and sourced from suppliers who a) offer their staff ethnical working practices; b) operate in accordance with the local law and good practice; c) demonstrate a commitment to the equality, health and safety and diversity of their own staff and suppliers; d) offer fair wages and working conditions to individuals of an appropriate working age. We conduct rigorous due diligence checks to ensure that all our suppliers meet our exacting standards for service delivery and security. Our Supplier Diversity Committee meets quarterly to review the progress of our initiatives, measure their success, identify improvements, and review commitments. Tools used to measure success include metrics on overall diverse spend, number of diverse suppliers, and supplier diversity memberships and events. The Supplier Diversity Committee report on the progress of our initiatives to senior management quarterly.

  Equal opportunity

  We are committed to providing an organisational culture and climate in which every employee can thrive at work, is valued, and has a sense of belonging and connection. We have established a Diversity, Equity and Inclusion (DEI) Committee to facilitate a talent network that values and understands everyone's merits from a perspective of equity. Our accomplishments so far include : • Launching our first Community Resource Group, Black @ Epiq, to bring employees together to share their experiences and perspectives and enrich their overall work experience. • Other CRGs we have running include: Epiq Women, Epiq Pride, Epiq Belonging. • Rolling out mandatory DEI training. Completion of DEI training is tracked and measured through our online learning platform. • Built our community of Epiq volunteers by giving employees an additional day of annual leave for charitable work. • Launching a mentorship programme providing employees with access to leadership guidance and professional development support. • Launching DEI podcasts and internal intranet hub that will house DEI educational resources, CRG information, events, cultural holiday spotlights, and provide areas for our employees to submit feedback and propose DEI initiatives. • Creating DEI Client Advisory Board to circulate best practices, elevate ideas, share lessons learned, and further DEI initiatives across multiple companies. Our DEI Committee meet weekly to review progress, measure success, identify improvements, and agree new social value commitments. It meets with business leaders and executive sponsors to discuss initiatives and ensure that our leaders are driving the values that we are seeking to ingrain in our culture. Tools used to measure success include metrics on levels of employee engagement, programme adoption rates, employee retention figures, training completion rates, as well as feedback from stakeholders. The DEI Committee report on progress of initiatives in monthly newsletters with details published on our website.

  Wellbeing

  Epiq strives to promote a healthy and inclusive workforce by: producing, implementing, and communicating a Mental Health at Work plan; developing mental health awareness among employees; encouraging open conversations about mental health and the support available when employees are struggling; providing employees with good working conditions and ensuring they have a healthy work life balance and opportunities for development; promoting effective people management through line managers and supervisors and; routinely monitoring employee mental health and wellbeing. Epiq also runs a series of schemes where we have implemented ‘enhanced’ standards of mental health and wellbeing including: increased transparency and accountability through internal reporting; demonstrated accountability and; ensured provision of tailored in-house mental health support and signposting to clinical help. We recognise that finding the right kind of support and services that employees need - particularly in light of the Covid-19 pandemic - can be time consuming, not to mention expensive. Epiq have partnered with MetLife’s Wellbeing Hub, which is designed to empower staff to feel in control and equipped to manage their mental health, whether related to stress and anxiety affecting individual staff members or a loved one in an employee household, who are also able to access the service for free. (1) Financial: to avoid the risk that financial concerns cause employees to become stressed or distracted at work, they may seek support on a wide range of financial issues, including debt; credit card consolidation; pensions; reduced income; and managing money. (2) Mental: employees can benefit from up to six face-to-face counselling sessions with qualified counsellors, to seek help with such issues as depression; child support; bereavement; anxiety; stress; and relationships. (3) Physical: as well as keeping fit and healthy, Epiq helps to facilitate employee access to support with heart health; quitting smoking; exercise and healthy eating; and terminal illness.

Pricing

• Price: £75 to £200 a unit an hour
• Discount for educational organisations: No
• Free trial available: No

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