NEC SOFTWARE SOLUTIONS UK LIMITED

NEC Control Room Solutions

NEC provide the full suite of Control Room software providing CAD and ICCS functionality. The following functionality is included Telephone call routing and ACD, call collection, incident management, resource management, radio integration and mapping. Our solutions are fully resilient and supplied to both Emergency Service and secondary service control rooms.

Features

• Call collection and logging
• Incident management
• Resource management
• Mapping including resource and incident tracking
• Radio communications including analogue and digital
• Operations Management
• Automatic call routing and distribution
• Live stream video from the public
• Gazetteer
• Duty/Records management and Nation system Integration

Benefits

• Fully integrated control room technology
• Analogue and Digital radio integration
• Analogue, Digital and IP telephony integration
• Skills based ACD
• Incident Management
• Resource management
• Resource and incident mapping
• Operations management

£1,000 to £2,400 a user

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

Framework

G-Cloud 14

Service ID

852659565342186

Contact

NEC Frameworks Team
07852 936231
frameworks@necsws.com

Service scope

• Software add-on or extension: Yes, but can also be used as a standalone service
• What software services is the service an extension to: Radio systems ; ; Telephony systems ; ; Records Management ; ; Rostering ; ; Gazetteer
• Cloud deployment model:
  • Public cloud
  • Private cloud
• Service constraints: The service provision will be subject to regular software, anti-virus and service pack updates.
• System requirements:
  • Deployed on Microsoft Windows
  • Utilises Microsoft SQL server
  • Requires a back-end server stack that can be virtualised
  • Utilises local and/or wide area networks

User support

• Email or online ticketing support: Email or online ticketing
• Support response times: For this product and a number of other products we can provide 24/7/365 support or any variant required by the customer. Response times can be selected based on the severity of the fault. For this product we typically provide a 2 or 4 hour response however different service levels are available.
• User can manage status and priority of support tickets: Yes
• Online ticketing support accessibility: WCAG 2.1 A
• Phone support: Yes
• Phone support availability: 24 hours, 7 days a week
• Web chat support: No
• Onsite support: Yes, at extra cost
• Support levels: The Service Levels outlined below would be configured within the NEC Service Management toolset and managed by the Service Desk. ; ; We run a 24x7x365 service desk for the receipt and logging of service related contact. Calls will be progressed within their associated service hours as defined below: ; ; Critical Incident – Restore service within 2 or 4 hours if the fault is with the NEC supplied service. Service Hours 24x7x365. ; ; Major Incident – Restore service within 8 hours if the fault is with the NEC supplied service. Service Hours 24x7x365. ; ; Minor Incident – Restore service within 7 working days or at next software upgrade if the fault is with the NEC supplied service. Monday to Friday 09:00 to 17:00 excluding English Public Holidays. ; ; No Operational Effect Incident – Next scheduled release. ; ; Query – 1 working day. ; ; Service availability is measured over a monthly period. The target level will be defined and appropriate for the system deployment. ; ; We will provide a Service Delivery Manager as the customer interface to manage all aspects of the service provision.
• Support available to third parties: Yes

Onboarding and offboarding

• Getting started: We provide a full service to onboard customers. This service includes any required business analysis, system/s deployment, configuration, training and migration services. Once a customer is live with our control room solutions we provide a 24/7/365 support service. ; ; At the completion of a contract we can provide offboarding services using our standard SFIA rates. Offboarding will include the extraction and any transformation of data to allow a new service provider to import into their system.
• Service documentation: Yes
• Documentation formats:
  • HTML
  • PDF
• End-of-contract data extraction: We provide a full service to onboard customers. This service includes any required business analysis, system/s deployment, configuration, training and migration services. Once a customer is live with our control room solutions we provide a 24/7/365 support service. ; ; At the completion of a contract we can provide offboarding services using our standard SFIA rates. Offboarding will include the extraction and any transformation of data to allow a new service provider to import into their system.
• End-of-contract process: At contract end we can provide full offboarding services (data extraction, transform and equipment disposal services) using our standard SFIA rates. At completion of the contract and on a mutually agreed date the services provided would be removed/turned off at no additional charge.

Using the service

• Web browser interface: No
• Application to install: Yes
• Compatible operating systems: Windows
• Designed for use on mobile devices: Yes
• Differences between the mobile and desktop service: The Mobile service provides resources with the ability to view and update incidents to which they have been mobilised.
• Service interface: No
• User support accessibility: None or don’t know
• API: Yes
• What users can and can't do using the API: The NEC Control Room solutions support a wide range of APIs allowing connection to the following systems: ; ; External SIP telephony ; ; External Radio systems (both Analogue and Digital) providing audio and data communications ; ; Mobilisation systems using standard and bespoke protocols ; ; Mobile data systems ; ; Records Management systems ; ; PNC ; ; Gazetteer systems ; ; Public Address and General Alarm systems ; ; MAIT ; ; The APIs provided by our control room systems allow communications and data interfaces to setup calls and pass relevant data between systems.
• API documentation: Yes
• API documentation formats:
  • HTML
  • Other
• API sandbox or test environment: Yes
• Customisation available: Yes
• Description of customisation: The NEC control room solutions can be customised both by the customer and at deployment. Customisation includes static data, key colours and wording, whether functionality is enabled/disabled. Our control room systems are provided with administration tools allowing the customer’s authorised and trained staff to make configuration changes to the live, test and training systems.

Scaling

• Independence of resources: We can provide different deployment options depending upon our customer requirements. Typically, we deploy to customers using a dedicated set of physical or virtual servers. This deployment type ensures that the service is not affected by other customer’s demands. ; ; Alternative deployment options utilise shared resources. Where this type of deployment is chosen appropriate resources are provided to ensure customer’s experience no demand issues.

Analytics

• Service usage metrics: Yes
• Metrics types: Our control room solution set includes a full reporting package that can be used to provide standard and customer configured reports using any recorded metric. In addition to the reporting package our solution utilises Microsoft SQL server for data storage which is further integrated with Power BI to produce standard and customer generated reports and dashboards.
• Reporting types:
  • 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: 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 Tigerscheme qualified provider or a CREST-approved service provider
• Protecting data at rest: Encryption of all physical media
• Data sanitisation process: Yes
• Data sanitisation type: Deleted data can’t be directly accessed
• Equipment disposal approach: A third-party destruction service

Data importing and exporting

• Data export approach: Data can be exported by the customer by the use of standard SQL and file services. If required data extraction tools can be provided using our standard SFIA rate card.
• Data export formats:
  • CSV
  • Other
• Other data export formats:
  • Standard media file formats e.g. PDF, MP4, JPG, PNG etc.
  • SQL XML format file export
• Data import formats:
  • CSV
  • Other
• Other data import formats:
  • Standard media file formats e.g. PDF, MP4, JPG, PNG etc.
  • XML

Data-in-transit protection

• Data protection between buyer and supplier networks:
  • Private network or public sector network
  • TLS (version 1.2 or above)
  • IPsec or TLS VPN gateway
  • Bonded fibre optic connections
  • Legacy SSL and TLS (under version 1.2)
• Data protection within supplier network:
  • TLS (version 1.2 or above)
  • IPsec or TLS VPN gateway
  • Legacy SSL and TLS (under version 1.2)
  • Other
• Other protection within supplier network: In addition to the protocols above we can provide encrypted storage to protect data at rest.

Availability and resilience

• Guaranteed availability: Our solutions are designed to deliver a high level of availability to the end users when deployed on suitable high availability, resilient infrastructure. The application will deliver a 99.99% availability target. We will work with the Customer to ensure the correct infrastructure is provided for the application. ; ; A service credit mechanism is issued when the availability target is not met. 2.5% of the monthly fee if application availability falls below 99.99% measured monthly and a further 2.5% is the application availability falls below 99.5% This would be credited against the next service invoice.
• Approach to resilience: NEC’s hosting platform is provisioned to be highly available, using virtual servers, redundant clustered hardware, database replication and SAN SnapMirror technology to ensure all data is protected and consistent across dual Data Centre's. NEC has dual data centres in two separate geographical locations, so if one datacentre is affected we can failover to our secondary datacentre. In addition to SAN and database replication, we run a resilient backup service based HP Data Protector. ; The solution includes de-duplication technology to normalise and minimise the amount of data transferred to tape. Multiple tape libraries are operated on a resilient segregated and secure VLAN. This provides backup / recovery flexibility, scalability, security and performance, supporting high levels of systems availability. HP Data Protector will be configured to complete daily incremental backups and full weekly backups of all hosted data.
• Outage reporting: Outages will be treated as a Major Incident and managed by the ISO20000:2018 certified process. A named user will receive an email and an SMS message notifying them of the status of the MI until resolution. The incident will also be logged on the Service Desk system where the status is also visible to the user.

Identity and authentication

• User authentication needed: Yes
• User authentication:
  • Username or password
  • Other
• Other user authentication: Our control room solutions can either utilise the inbuilt user authentication systems or utilise Microsoft Active Directory. Microsoft Active Directory can be provided as a standalone instance or linked to the customer’s provision.
• Access restrictions in management interfaces and support channels: Access to management interfaces is controlled via either the systems inbuilt security or Microsoft Active Directory depending on the deployment. Access to support channels are separately controlled.
• Access restriction testing frequency: At least once a year
• Management access authentication:
  • Limited access network (for example PSN)
  • Dedicated link (for example VPN)
  • Username or password
  • Other
• Description of management access authentication: Access to management interfaces is controlled via either the systems inbuilt security or Microsoft Active Directory depending on the deployment.

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: 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: BSI
• ISO/IEC 27001 accreditation date: 07/06/2021; valid until June 2024. Certificate IS 598449.
• What the ISO/IEC 27001 doesn’t cover: N/A, our ISO 27001 certification covers all our office locations.
• ISO 28000:2007 certification: No
• CSA STAR certification: No
• PCI certification: No
• Cyber essentials: Yes
• Cyber essentials plus: Yes
• Other security certifications: Yes
• Any other security certifications:
  • Cyber Essentials and Cyber Essentials Plus
  • Business Continuity Management ISO22301:2019
  • Environmental Management ISO14001:2015
  • Information Security Management ISO27001:2013
  • Service Management ISO20000:2018
  • Quality Management ISO9001:2015

Security governance

• Named board-level person responsible for service security: Yes
• Security governance certified: Yes
• Security governance standards:
  • ISO/IEC 27001
  • Other
• Other security governance standards: The NEC Senior Information Risk Owner (SIRO) operates at board level and has overall responsibility and accountability for all aspect of security governance. The SIRO is supported by an Information Security Steering Group (ISSG) which is headed by the Security Director and has representatives from all areas within the organisation.
• Information security policies and processes: We have a mature ISO 27001 ISMS with multiple security policies and processes which are designed to enforce the ISO 27001 controls throughout our business and products. Our policies include the onboarding of staff and vetting through supply chain security management to secure development framework, data privacy by design and default and technical controls to deliver our solutions. ; ; All staff are encouraged to report security issues in an open and honest culture. Security issues can be reported via several methods and are regularly reviewed by our Information Security Team reporting to our Head of Security. The Head of Security is a member of the Senior Management Team, reporting directly to the board. We hold regular Information Security Steering Group meetings at board-level. ; ; We ensure policies are followed and adhered to by the use of regular internal and independent external accreditor ISO 27001 audits. Complying with company policy is an employee contractual obligation with failure leading to disciplinary processes and potential cessation of employment.

Operational security

• Configuration and change management standard: Conforms to a recognised standard, for example CSA CCM v3.0 or SSAE-16 / ISAE 3402
• Configuration and change management approach: NEC is certified for ISO20000:2018 for Service Management, which covers both our Configuration Management and Change Management processes. This is audited both internally by our Data Protection Officer (DPO) and Head of the Compliance, Risk and Audit team, and externally by the UKAS accredited audit body British Standards Institute, (BSI). NEC follows an ITIL-based approach, and the NEC service desk personnel have undergone the relevant ITIL qualifications for their roles. Our CMDB is updated accordingly throughout the lifetime of the asset, up to and including decommissioning and disposal.
• Vulnerability management type: Supplier-defined controls
• Vulnerability management approach: NEC has entered into security knowledge sharing partnerships to react to new and increasing threat levels. NEC are members of the NCSC Cyber Security Information Sharing Partnership (CiSP) for early identification and advice on security threats, incidents and solutions. The NEC InfoSec team subscribes to a number of key suppliers and cyber security websites, which send daily alerts on the latest vulnerabilities. NEC are members of the Cyber Network Reporting Service (CNR) that helps the NCSC to rapidly notify organisations that might be affected by malicious software.
• Protective monitoring type: Supplier-defined controls
• Protective monitoring approach: NEC implements a Security Information and Event Management (SIEM) system which provides alerts and reports that enable log sources to be processed in accordance with GPG13. Custom rules can be defined to detect and alert on suspicious behaviour. The InfoSec team reviews the SIEM alerts and reports on a daily basis to check for any anomalous behaviour. The NEC security monitoring policies and practices are aligned with incident management policies and practices. Any significant security issues identified will result in the NEC InfoSec team raising a security incident in the NEC service management system to initiate the detailed analysis process.
• Incident management type: Supplier-defined controls
• Incident management approach: Incident Management is part of our ISO20000:2018 certified Service Management system. ; ; All incidents are handled within the same process. Users report incidents through the Service Desk, and a Security Incident document is then raised. This is reviewed by the Security Team and is managed in accordance with the Incident Management Process. ; ; At regular times Incident Reports are provided to the user, and once the Incident is closed a full report is produced which is used to identify any lessons learnt.

Secure development

• Approach to secure software development best practice: Conforms to a recognised standard, but self-assessed

Public sector networks

• Connection to public sector networks: Yes
• Connected networks:
  • Public Services Network (PSN)
  • Police National Network (PNN)
  • Scottish Wide Area Network (SWAN)
  • Other
• Other public sector networks:
  • Airwave
  • PSTN

Social Value

• Social Value:

  Social Value

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

  Fighting climate change

  NEC is committed to being Net Zero by 2030.; To support this objective, we targeted a 50% reduction in our 2020 baseline emissions by 2026. We are ahead of target, having already achieved an independently audited reduction of 64% in tonnes of carbon dioxide equivalent(tC02e). ; We have implemented a multitude of initiatives to support this, including:; -Appointing an Environmental Manager and Environmental Champions to promote our objectives. ; -Successfully obtaining certification for and implementing ISO14001:2015 Environmental Management System(EMS). ; -Developing a Carbon Reduction Plan, which is published on our website.; -Maintaining an Environmental Aspect and Impact Register (down to site level) through which to capture the elements of our operating practices that could negatively impact the environment.; -Working with government accredited consultants to understand our environmental impact.; -Collaborative activities to influence customers, supply chain partners and employees.; Specific initiatives applicable to our contract delivery approach include:; -Ensuring directly sourced energy is from renewable sources.; Reducing business travel where possible through utilisation of controls and technology such as:; -Video conferencing.; -Electronic sharing of documents.; -Conference call facilities.; -Working from home/flexible working arrangements.; -Approval controls for commercial flights.; -Use of environmentally friendly data centres.; Additionally, our Environmental Policy objectives include:; -Meeting all relevant legal requirements and monitoring our compliance.; -Minimising our environmental impacts for the life cycle (including disposal) of work equipment and other physical assets under our control.; -Demonstrating efficient use of energy, water, and other natural resources; -Maximising opportunities to minimise our waste by reusing or recycling waste, where practical.; -Ensuring our supply chain are aware of our environmental policy and our commitment to ensuring its effective implementation.; Increasing environmental awareness and commitment amongst employees through training and briefings.; We’ll continue to identify opportunities to improve our environmental performance through clear objectives, plans and targets.

  Covid-19 recovery

  During the COVID-19 global health crisis, NEC supported its workforce, customers and the local communities they serve, to adapt to the challenges the pandemic posed. As a provider of software and services to the public sector, this included the rapid development and deployment of software solutions to enable the efficient and effective delivery of new government schemes and changes in legislation introduced as a direct response to the pandemic. Examples include provision of software to assist with Test and Trace Support Payments and new hospitality sector licensing requirements. ; Initiatives we implemented that support the policy outcomes include:; • Increasing our pre-pandemic workforce numbers through recruitment of an additional 250 UK based roles, many of whom were unemployed following redundancy from other sectors such as hospitality.; • Re-training and redeploying temporarily displaced colleagues rather than imposing redundancies or taking advantage of the furlough scheme.; • Investing over £400,000 in training and apprenticeships.; • Working collaboratively with customers to introduce new ways of working.; • Delivering community based social value through donations in kind to voluntary sector organisations impacted by the pandemic. ; As part of our response to the pandemic we invested in and introduced several initiatives and workplace adaptations to protect employee health and safety, including:; • Introducing wider use of remote and flexible working, including making additional allowances for those caring for young children.; • Enhancing office safety, including installing sanitising stations, hygiene screens and digital thermometers.; • Increasing the frequency of colleague communications, with a focus on provision of mental health support and reducing the risks of isolation/loneliness.; • Providing all employees with free access to additional specialist resources, including 24x7 counselling and mental health services.

  Tackling economic inequality

  We recognise the expertise, innovation and value that can be gained from having a diverse supply chain and providing all suppliers with a fair and equal opportunity to become suppliers to us and our customers. We operate openly and transparently to enable this collaborating with third-party suppliers including large enterprises, sub-contractors, SMEs, VCSEs, mutuals and social enterprise organisations. ; Additionally, we are committed to nurturing talent and creating a sustainable learning and development culture that equips our workforce with the appropriate skills, knowledge and processes so that the company continues to deliver innovative, industry leading solutions.; Processes and practices we have adopted to tackle economic inequality include:; • Using outcome-based specifications and co-design methods to encourage suppliers, communities, users and third sector organisations to collaborate and propose solutions based upon end user requirements, rather than being prescriptive.; • Advertising supply chain opportunities openly and always operating transparently. ; • Including modules covering anti-bribery and corruption, whistleblowing, equality and diversity in our all-colleague compulsory Annual Compliance Training.; • Having policies and operating practices that support effective supply chain relationships through fair selection and responsible management. For example, only flowing down appropriate contract terms. ; • Paying at least 95% of all invoices within agreed terms and agreeing to reduced payment terms for SMEs and subcontractors.; • Never deducting sums from payments as a charge for remaining on our supplier list. ; • Investing in new jobs and training opportunities through an active Apprenticeship scheme. We recruited 18 apprentices in 2023.; • Creating opportunities for career progression and investing in reward and recognition initiatives that support employee retention. ; • Following the foundational principles of the Good Work Plan in respect of employee satisfaction, fair pay, well-being and safety, career progression, voice, and autonomy.; • Having appropriate controls in place to mitigate cyber security risks.

  Equal opportunity

  We want to be an employer of choice for people of all backgrounds and we are committed to ensuring workers either directly employed or employed within our supply chains are treated fairly, humanely, and equitably. We will not discriminate on grounds of gender, marital status, race, ethnic origin, colour, nationality, national origin, disability, sexual orientation, religion, age or any other characteristic. ; To encourage a diverse and varied workforce our approach to equal opportunity includes:; -Inclusive and accessible recruitment practices, including supporting candidates and employees with disabilities through provision of supportive technology and/or changes to working practices.; -Collecting, analysing and senior reporting of equality and diversity data obtained during recruitment activities.; -Making appointments on the grounds of selecting the most suitable candidate for the post.; -Ensuring job adverts reach a diverse audience, including utilising job sites which encourage interest from disadvantaged and Minority Ethnic groups.; -Having diverse interview panels and anonymising applications.; -Using gender-neutral role definitions.; -Ensuring policies and employee communications promote respect and equality for all.; Other activities to support equal opportunity within the workforce include:; -Tackling the gender pay gap, through annual audits. Women now comprise 50% of our leadership team, including our Chief Executive. ; -Compliance with the Modern Slavery Act 2015 and the nine core principles of the Ethical Trading Initiative Base Code.; -Ensuring effective supply chain controls are in place to mitigate and manage the risks of exploitation.; -Provision of appropriate channels for colleagues to have an effective voice, such as our Employee Steering Group.; -Investment in workforce development and training, including an active Apprenticeship programme.; -No use of zero hours contracts or fire and rehire practices.; -Being a Real Living Wage Employer.; -Flexible working practices.; -Transparent and structured promotion, pay and reward processes.; -Senior level sponsorship at board level to support and promote equal opportunity.

  Wellbeing

  Our approach to supporting good health and wellbeing includes providing our workforce with:; • Access to helpful health and wellbeing resources through our dedicated intranet Wellness Hub. ; • A LinkedIn Learning Platform that includes a section dedicated to health and wellbeing, including advice for managers on opening up dialogue about mental health and emotional safety. ; • Free and confidential access to specialist resources 24x7, including counselling and mental health services through our Employee Assistance Programme. ; • Private healthcare cover including a Doctor at Hand service for fast and convenient access to advice, assistance and medical treatment, anytime and anywhere.; • Maintaining compliance with the six standards of the Mental Health at Work commitment.; • Accommodating workplace adjustments, such as supportive technology for those with a disability or health condition.; • Encouraging good physical health by providing discounted corporate gym membership at over 3,300 participating gyms through our employee GymFlex scheme.; • Access to a cycle to work scheme through salary sacrifice.; Employee Communications; We incorporate national health and wellbeing campaigns within our yearly communications calendar to raise employee awareness and signpost to useful support pathways. Our 2024 calendar will include the following nationally recognised campaigns:; • Mental Health Awareness week.; • World Menopause Day.; • National Eye Health week.; • World Diabetes Day.; • Stress Awareness Month.; • Suicide Prevention Day.; • Men's Health week.; We have Mental Health First Aiders who are trained to spot the signs of mental ill health and can provide early support for colleagues who may be developing a mental health issue. ; Policies; Support for employee health and wellbeing is underpinned by a policy framework including:; • Health and Safety Policy; • Alcohol, Drugs & Solvent Abuse Policy; • Menopause Policy; • Absence Policy ; • Flexible Working Policy; • Gender Reassignment Policy.

Pricing

• Price: £1,000 to £2,400 a user
• Discount for educational organisations: No
• Free trial available: No

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