Phonehub IO Ltd

Prison Voicemail - Management Portal

Prison Voicemail is an award-winning service improving prisoner-family ties by enabling the exchange of two-way voicemails and live calls through the existing prison phone system. The service is used across prisons in England, Wales, Scotland, and Queensland, Australia.

Features

• Two-way voicemails for prisoners and their approved social contacts.
• Call monitoring and retention processes are unaffected.
• Mobile app for family members enables replay of important messages.
• Prevents call conferencing and forwarding by social contact.

Benefits

• Enhance decency by enabling more frequent family contact.
• Strengthen family ties in line with the Farmer Review recommendations.
• Alleviate prisoner stress, making the establishment safer for all.
• No changes to prison call monitoring or retention processes.
• Quick and easy to setup remotely, no hardware required.
• 96% of prisoners say voicemails make them feel better.
• Prisoners reported positive impacts on their behaviour.
• Keeps prisoner in touch with life outside.
• Especially useful when children or international family members are involved.

£0 to £280 an instance a month

• 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

765105625070171

Contact

Alex Redston
01603340589
alex.redston@phonehub.io

Service scope

• Software add-on or extension: Yes
• What software services is the service an extension to: Prison Voicemail - which is free of charge for all establishments.
• Cloud deployment model: Public cloud
• Service constraints: None
• System requirements: Android 5+ or iOS 10.2 and above for external user.

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: Web chat
• Web chat support availability: 24 hours, 7 days a week
• Web chat support accessibility standard: WCAG 2.1 AA or EN 301 549
• Web chat accessibility testing: None
• Onsite support: Onsite support
• Support levels: We provide support for both prison staff by email and telephone.; ; All prisons have a direct named contact who can be reached 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 1 hour. Technical support available within similar timeframes.; ; We operate as a social venture putting social impact above profit, therefore we do not charge for technical support where it is our service at fault.
• Support available to third parties: Yes

Onboarding and offboarding

• Getting started: Onboarding is an simple process requiring only a few pieces of information from the prison. The setup is done entirely remotely. No training is required and all documentation is provided to enable staff to understand the system quickly and efficiently.
• Service documentation: Yes
• Documentation formats: PDF
• End-of-contract data extraction: Prison staff can, if required, request copies of their data at the end of the contract.
• End-of-contract process: The service can be disabled at a particular prison quickly and with minimal disruption.

Using the service

• Web browser interface: Yes
• Supported browsers:
  • Microsoft Edge
  • Firefox
  • Chrome
• Application to install: Yes
• Compatible operating systems:
  • Android
  • IOS
  • Linux or Unix
  • MacOS
  • Windows
• Designed for use on mobile devices: Yes
• Differences between the mobile and desktop service: Professional users can use the service from their work laptops, mobiles or tablets; ; Social users can access it from their mobile device / tablet via an app. Both methods are similar in user experience.
• Service interface: No
• User support accessibility: WCAG 2.1 A
• API: Yes
• What users can and can't do using the API: Usage reports, scheduling visits, adding identity documents, getting contacts lists, editing relationships, viewing and editing restrictions. Other customisations possible.
• API documentation: Yes
• API documentation formats:
  • HTML
  • PDF
• API sandbox or test environment: Yes
• Customisation available: No

Scaling

• Independence of resources: The nature of cloud software means that the service capability grows as the user base grows. All hardware and network connections are chosen to be highly scalable.

Analytics

• Service usage metrics: Yes
• Metrics types: Number of new voicemail accounts by month and prison.; Number of active voicemail accounts.; Call volume and total duration.
• Reporting types: Reports on request

Resellers

• Supplier type: Not a reseller

Staff security

• Staff security clearance: Other security clearance
• 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: Complies with a recognised standard (for example CSA CCM version 3.0)
• 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
  • Physical access control, complying with SSAE-16 / ISAE 3402
  • Encryption of all physical media
  • Scale, obfuscating techniques, or data storage sharding
• Data sanitisation process: Yes
• Data sanitisation type:
  • Explicit overwriting of storage before reallocation
  • 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: Users can export their data by making a request to the Phonehub team.
• Data export formats:
  • CSV
  • Other
• Other data export formats: Audio files
• Data import formats: Other
• Other data import formats: N/A

Data-in-transit protection

• Data protection between buyer and supplier networks:
  • TLS (version 1.2 or above)
  • IPsec or TLS VPN gateway
• Data protection within supplier network:
  • TLS (version 1.2 or above)
  • IPsec or TLS VPN gateway

Availability and resilience

• Guaranteed availability: Services are available 365 days x 24 hrs with guaranteed SLA of 99% of availability.
• Approach to resilience: Available on request.
• Outage reporting: A public dashboard (website).

Identity and authentication

• User authentication needed: Yes
• User authentication: 2-factor authentication
• 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 every 6 months
• Management access authentication: Identity federation with existing provider (for example Google Apps)

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: 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: Lloyds Register
• ISO/IEC 27001 accreditation date: 05/07/2021
• What the ISO/IEC 27001 doesn’t cover: None of our business activities are not within 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
• 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 to £280 an instance a month
• Discount for educational organisations: No
• Free trial available: Yes
• Description of free trial: While there is no cost to the establishment for our basic service we do offer a 90 day free trial of the Prison Voicemail management portal, which is a feature which complements the use of Prison Voicemail within the establishment.

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.