Phonehub IO Ltd

Prison Video - Secure Video Calls

Prison Video is a secure purpose-built video call system enabling fully-monitored "virtual visits" between prisoners and approved contacts, either social or professional.

Features

• High-quality secure encrypted video calls for prisoners.
• Live monitoring, recording, user messaging, and device control
• Automatic ID verification for external participants.
• Facial Recognition, nudity detection, and activity detection.
• Instant playback of recordings with time stamped events.
• Manual booking management system or fully automated bookings.
• Customisable management information portal.
• API integration with existing systems.
• Broad support for foreign languages.
• Wide support for Android and iPhone including legacy devices.

Benefits

• Enhance decency by enabling family contact where visits otherwise impossible.
• Strengthen family ties in line with the Farmer Review recommendations.
• Alleviate prisoner stress, making the establishment safer for all.
• Simplify Covid19 and safety controls by grouping bookings by unit.
• Reduce staff resources by intelligently scheduling calls.
• Enable medical appointments without the expense/risk of escorting prisoners.
• Prisoners unfamiliar with technology can easily use the service.
• Enable access to external legal support and other agencies.
• Purpose built, in direct consultation with prison staff and governors.
• Enhance public protection with real-time virtual visit controls.

£0.09 to £0.15 a unit a minute

• 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

870284497156812

Contact

Alex Redston
01603340589
alex.redston@phonehub.io

Service scope

• Software add-on or extension: No
• Cloud deployment model:
  • Public cloud
  • Private cloud
  • Hybrid cloud
• Service constraints: None
• System requirements:
  • Android 6+ or iOS 10.2 and above for external user.
  • Internet speed 0.8 Mbps up, 1.6 Mbps down per terminal
  • Chromium based Browser or Android tablet for prisoners.

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 call with remote access via VPN for technical support staff where required.; ; 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 software or service which is at fault. Where equipment may have been damaged by prisoners or another external cause we will charge an appropriate amount to cover our reasonable expenses and the replacement of any items which have physically failed or been broken.
• Support available to third parties: Yes

Onboarding and offboarding

• Getting started: Onsite installation and training is provided for prison staff and management. Detailed documentation is included for reference, including training videos.; Documentation and instruction materials are provided for end users, including video guides.
• Service documentation: Yes
• Documentation formats: PDF
• End-of-contract data extraction: Prison staff can, if required, extract data on video calls, including recordings, via the service portal.
• End-of-contract process: Equipment not owned by the customer will be returned to the supplier. Mobile app functionality is disabled for affected prisons.

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: Yes
• User support accessibility: WCAG 2.1 A
• Description of service interface: The service interface enables prison staff to manage video calls and family contact.
• Accessibility standards: None or don’t know
• Description of accessibility: Our service interface has been built using the gov.uk design system. ; ; We took this decision to build on the gov.uk Design System's accessibility compliance.
• Accessibility testing: None
• 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: Yes
• Description of customisation: Prison Video behaviour can be customised at a jurisdiction level, individual establishment level or for an individual prisoner.; ; Customisation can include service parameters, AI behaviour, end user device integration, custom network configuration, booking systems, user management and general service portal operation; ; API integration including Open ID connect or O-Auth or service user information may also be customised.; ; All customisations are managed through regular service review meetings.; ; Restrictions can be managed by prison staff with the appropriate role.; ; Customisations are made by our in-house, full-time development team and we will consider all suggestions made by customers.

Scaling

• Independence of resources: Capacity automatically scales to meet scheduled demand. All hardware and network connections are chosen to be highly scalable.

Analytics

• Service usage metrics: Yes
• Metrics types: Number and duration of video calls by time period.; Scheduling and capacity usage.; Security incidents, reasons for denied, paused, or terminated visits.; Data can be provided by individual user.; Other custom analytics can be provided upon request.
• Reporting types:
  • API access
  • 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 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: 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
  • Encryption of all physical media
  • Scale, obfuscating techniques, or data storage sharding
  • Other
• Other data at rest protection approach: FIPS-assured encryption.; Secure containers - racks or cages.; Cloud provider CSA STAR Level 2: Attestation
• 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: Approved prison staff can export video recordings and data from the monitoring interface in encrypted format.
• Data export formats:
  • CSV
  • Other
• Other data export formats:
  • Video files.e.g MP4, webm
  • Audio files
• Data import formats: Other
• Other data import formats: N/A

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
• 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 99.9% of availability.
• Approach to resilience: Available on request.
• Outage reporting: Email alerts.

Identity and authentication

• User authentication needed: Yes
• User authentication:
  • Public key authentication (including by TLS client certificate)
  • Limited access network (for example PSN)
  • Dedicated link (for example VPN)
• 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 once a year
• Management access authentication:
  • Identity federation with existing provider (for example Google Apps)
  • Limited access network (for example PSN)
  • Dedicated link (for example VPN)
  • Username or password

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 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: Lloyds Register
• ISO/IEC 27001 accreditation date: 05/07/2021
• What the ISO/IEC 27001 doesn’t cover: None of our business activities are excluded from 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: Yes
• Any other security certifications: Penetration tested by an NCSC approved CHECK Certified company

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: £0.09 to £0.15 a unit a minute
• Discount for educational organisations: No
• Free trial available: Yes
• Description of free trial: Our 90-day free trial offers our full video call service. The trial includes integration consultancy, up to 2 secure video calls per prisoner per month, 24/7 technical support, and comprehensive staff training. Get detailed usage reports and a guarantee of 99.9% uptime. One trial per new customer. Terms apply.

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.