OPUS BUSINESS SYSTEMS LIMITED

Netcall Liberty IDP - Intelligent Document Processing

Liberty IDP is an AI-driven document processing tool designed to streamline operations for the most demanding type of organisations. It comprises two main capabilities:
• Document Understanding: automation of data extraction/document classification/interpretation.
• Document Generation: a powerful and flexible document generation tool that generates pdf, word or excel documents.

Features

• IDP for all common documents, email and image types
• Document classification, data extraction, document understanding
• Structured, semi-structured or unstructured content
• Very intuitive setup interface to configure any new document type
• Human-in-the-loop interface, exceptions flagged
• Highly scalable infrastructure
• Document generation capability
• Built on advanced AI
• CRM or ERP systems and can trigger automation processes.
• Analytics & Reporting: track bottlenecks and improve operational efficiency.

Benefits

• Reduce costs in data entry, document classification and understanding
• Reduce friction in any document-intensive process
• Speed up turnaround times to customer service and other requests
• Increase data quality by avoiding human errors, minimal human intervention
• Increase compliance
• Automating document-heavy processes to increase efficiency, accuracy and compliance
• Digitising operations to reduce manual effort and speed up services
• Modernising paper-based workflows to integrate with digital systems and platforms
• Better experiences by reducing delays and errors in document processing

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 bid@opustech.co.uk. Tell them what format you need. It will help if you say what assistive technology you use.

Framework

G-Cloud 15

Service ID

915226178591608

Contact

Jenny Critchfield
02085457121
bid@opustech.co.uk

About your service

• Service categories:

  Application Development and Deployment

  AI platforms

  AI life cycle

  • Data Labeling Software
  • Trustworthy AI Software

  AI software services

  • Computer Vision AI Software Services
  • Document AI Software Services
• Multi cloud support: No

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: Liberty IDP can be used as standalone or as an add-on to other modules that are part of the Netcall Liberty platform, including Liberty Create low code platform; Liberty RPA; Liberty AI; Liberty Spark; Liberty Converse CX.
• Cloud deployment model: Public cloud
• Service constraints: The service is subject to planned maintenance, which will be notified in advance.
• System requirements:
  • Internet connectivity
  • Users require a supported browser application

User support

• Email or online ticketing support: Yes
• Support response times: Alongside 24/7 telephone assistance, we provide convenient email support. During core hours (08:30–17:30, Monday–Friday, excluding bank holidays), buyers can report issues to customerservice@opustech.co.uk. On receipt, our Operations Service Desk logs the ticket in our Incident Management System, assigns priority, and sends an automated confirmation with your reference and details. From there, a technician begins triage and investigation, escalating seamlessly through first to fourth line if required. For critical P1 incidents outside core hours, we only accept phone calls so we can engage immediately. Responses adhere strictly to your contracted SLAs and performance targets.
• User can manage status and priority of support tickets: Yes
• Online ticketing support accessibility: EN 301 549
• 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: EN 301 549
• Web chat accessibility testing: Opus is currently running formal assistive‑technology user testing on our Service Desk online chat, the platform has been designed with accessibility in mind. Features such as browser‑based access, clear navigation, and compatibility with standard assistive tools (including screen readers and keyboard‑only navigation) support inclusive use. We continually review accessibility requirements and are committed to engaging assistive‑technology users in future testing cycles to further enhance usability and ensure a fully accessible support experience.
• Onsite support: Yes, at extra cost
• Support levels: Opus provides a flexible, scalable support model designed to meet the operational needs of organisations of all sizes. Core Business Hours Support (08:30–17:30, Monday–Friday) includes incident reporting via telephone, email, portal, or webchat, with all issues logged and prioritised using a P1–P4 severity framework. For customers requiring higher resilience, 24/7 support is available, ensuring rapid engagement for critical P1 faults and seamless escalation through multi‑level engineering teams.; ; Support can be delivered as Fully Managed or Co‑Managed, with optional services such as monitoring, release and update management, antivirus administration, supplier coordination, and change control. Pricing is fully tailored and based on the number of users and the level of cover required, allowing organisations to select an appropriate package without over‑committing resources.; ; Every customer benefits from a dedicated Account Director to oversee service delivery and a Solution Architect to ensure technical alignment and design assurance. Service Managers can be added where enhanced governance, regular service reviews, and deeper operational oversight are required. All services are supported by defined SLAs, transparent incident handling, and cloud and telephony expertise to ensure reliable, end‑to‑end performance for business‑critical communications.
• Support available to third parties: Yes
• AI chatbot: Yes

Onboarding and offboarding

• Getting started: Netcall will provide onboarding services, project management, engineering, and training to support customers adopting the Liberty Create service.; Our Training Academy provides an accredited training program for Create, which is delivered as trainer-supported eLearning. Netcall supports user training with eLearning resources available through the Netcall online Community portal. We also offer expert mentoring and engagement management services to support trained Create users as they use the service. ; Netcall provides full user documentation through the Netcall online community.
• Service documentation: Yes
• Documentation formats:
  • HTML
  • PDF
• End-of-contract data extraction: At any point data can be extracted via API integration to another system.
• End-of-contract process: Opus recognises that every partnership may eventually conclude, and we ensure this phase is managed with the same professionalism as all others. Our Exit Management Plan is designed to deliver a smooth, transparent transition that protects both parties—financially, operationally, and reputationally—while maintaining service continuity.; ; We will work closely with Buyers to minimise disruption and coordinate a seamless handover. Opus maintains an up-to-date inventory of communication assets and service levels, enabling us to create a tailored exit plan covering phased activities, resource allocation, and responsibilities.; ; A dedicated Exit Transition Manager from our Professional Services team will oversee the process, coordinating with the Buyer, suppliers, and internal teams, providing consistent updates through to full contract closure.; ; The exit plan will define roles and responsibilities, maintain ongoing service until cessation, outline post‑cessation support, detail work‑in‑progress, manage asset return, and ensure full documentation and data transfer. It will also cover phased decommissioning, risk and issue management, knowledge transfer, and regular progress reporting.; ; By following this structured approach, Opus ensures minimal disruption, clear communication, and a well‑managed, professional conclusion to our partnership.
• Documentation accessibility standard: None or don’t know
• How the documentation is accessible: As a browser-based interface, third-party tools deployed on the users' desktop or browser can be used to support user accessibility.

Using the service

• Web browser interface: Yes
• Supported browsers:
  • Microsoft Edge
  • Firefox
  • Chrome
  • Safari
• Application to install: No
• Designed for use on mobile devices: Yes
• Differences between the mobile and desktop service: Liberty IDP has been designed to work equally well when used on both desktop and mobile devices. Whilst applications must be designed and built using a desktop device, the vast majority of user interfaces components will work equally well on either. Some features are designed to take advantage of the large screen sizes of a desktop device while some features require access to native mobile functionality so are only available on mobile.
• Service interface: Yes
• User support accessibility: WCAG 2.2 AA
• Description of service interface: Liberty IDP provides an elaborate service interface available: on the one hand, to support human-in-the-loop type of tasks, and on the other hand, to allow managing the service by viewing various analytics.
• Accessibility standards: WCAG 2.2 AA
• Accessibility testing: A specialised company "The Human Interface Group" was involved in the design, development and testing of our front-end-interface.
• API: Yes
• What users can and can't do using the API: Liberty API provides a very extensive API. The full functionality of the product is exposed through a REST API. Users can set up the service through the API and make changes. There are no limitations. All functionality in the front-end is built on top of the API stack.
• API documentation: Yes
• API documentation formats:
  • Open API (also known as Swagger)
  • HTML
• API sandbox or test environment: Yes
• Customisation available: Yes
• Description of customisation: What: full document processing pipelines can be customised: document type, fields of interest, line items, visual artefacts, document understanding logic via prompting; How: via a very intuitive wizard in user interface or via the API; Who: business users and technical users can customise the service. This can be set up in a very granular way via role-based user access.

Scaling

• Independence of resources: The Liberty IDP service can either run in single tenant or multi-tenant:; • In the single tenant setup, independence of resources is safeguarded by design; • In the multi-tenant setup, there are various provisions in place to ensure independence of resources. Demand and resource usage are monitored continuously.; In both setups, there is auto-scaling of the servers to ensure that increasing document processing volumes can be handled adequately.

Analytics

• Service usage metrics: Yes
• Metrics types: Liberty IDP provides multiple service usage metrics:; • Number of physical processed; • Number of documents processed; • Number of pages processed; • Number of fields extracted; • Number of line items extracted; These are all provided at a granular level per individual document processing queue.
• Reporting types:
  • API access
  • Real-time dashboards
  • Regular reports
  • Reports on request
• Resource tagging: Yes
• FOCUS resource tagging: No

Resellers

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

Staff security

• Staff security clearance: Other security clearance
• Government security clearance: Baseline Personnel Security Standard (BPSS)

Asset protection

• Knowledge of data storage and processing locations: Yes
• Data storage and processing locations:
  • United Kingdom
  • European Economic Area (EEA)
• 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:
  • Physical access control, complying with CSA CCM v4.0
  • Encryption of all physical media
• Data sanitisation process: Yes
• Equipment disposal approach: Complying with a recognised standard, for example CSA CCM v4.0, CAS (Sanitisation) or ISO/IEC 27001
• Data sanitisation type:
  • Deleted data can’t be directly accessed / Cryptographic Erasure
  • Explicit overwriting of storage before reallocation / Secure Erase

Data importing and exporting

• Data export approach: Users can export their data easily via the Liberty IDP API.
• Data export formats:
  • CSV
  • Other
• Other data export formats: JSON
• Data import formats:
  • CSV
  • Other
• Other data import formats:
  • General: .zip .eml, .msg .tif .tiff, .txt .pdf
  • Docs: .doc .docm .docx, .dot, .fodt .odt .ott .rtf
  • Spreadsheet: .ods .ots .fods .uos .xls .xlsx .xlt .xlsm
  • Presentation: .odp .otp .odg .fodp .uop .ppt .pptx .pptm .pot
  • Images: .jpg .jpeg .jpe .png .gif .bmp .heic

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: Liberty IDP has an agreed Service Availability Target of 99.9%. Service credits can be discussed as part of your contract.
• Approach to resilience: Details are available on request.
• Outage reporting: Netcall’s Cloud systems and services are proactively monitored for availability and system health by the event management process. System events and alerts of threshold breaches are detected by Netcall’s system management tools and these alert our Customer Support team of state changes, including service outages in any of Netcall Cloud service offerings.; Netcall Customer Support is responsible for informing service affecting outages to customers and these are tailored to match the business needs of the customer. The form of the communication can be either email or telephone to the customer’s service desk or preferred service contacts. The alert to the customer contains information on which service has failed, the likely effect it will have on customers' IT service along with reference information for follow up. Customer Support then maintains regular updates to affected customers on the expected service restore time until de-escalation.

Identity and authentication

• User authentication needed: Yes
• User authentication:
  • Multi-Factor Authentication (MFA)
  • Identity federation with existing provider (for example Google Apps)
  • Limited access network (for example PSN)
  • Dedicated link (for example VPN)
  • Username or password
• Access restrictions in management interfaces and support channels: Liberty IDP has a range of security controls to ensure the security requirements will be met. These include access profiles, role management, security policy and Interface permissions.
• Access restriction testing frequency: At least once a year
• Management access authentication:
  • Multi-Factor Authentication (MFA)
  • Identity federation with existing provider (for example Google Apps)
  • 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 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: At least 12 months

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: It is also accredited to the NHS DSP Toolkit and CyberEssentials+
• Information security policies and processes: All Information Security policies and processes are documented and audited via the ISO27001:2022 Info Sec Statement of Applicability (SOA). It lists the Netcall controls, policies and work instructions documented and recorded for the standard and the SOA is publically available. All process owners are internally/externally audited for compliance with our code of conduct, policies and plans listed in the SOA and below:; Policies:; • Acceptable Use; • Access Control; • Anti-Virus; • Audit Log; • Backup; • Business Continuity; • Change Management; • Clear Desk; • Cloud Security; • Cryptographic; • Data Classification Labelling and Handling; • Data Ethics; • Data Protection; • Data Retention; • Development Operational Change Control; • Disposals; • External Parties Access Control; • Information Security; • Infrastructure Monitoring; • IT Change Management; • Liberty Product Security Testing; • Key Management; • Keyholder; • Network Access Control; • Patching; • Password; • Quality; • Records Management; • Security Event and Incident; • Security Guiding Principles; • Security Training, Awareness and Testing; • Software Engineering; • Software Testing; • Supplier Management; • Vetting Policy; Plans:; • Major Incident Management Plan; • Incident Response Plan; All are reviewed throughout the year and recorded in the Audit Calendar.
• 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: Netcall's Change Management processes are audited under the ISO27001:2022 and ISO9001:2015 standards. The statement of applicability for the standards can be shared. ; No change will be permitted unless it has been approved by the relevant authority at Netcall against the relevant change control ticket. This change control process includes assessing the impact of a change for any impact on security.
• Vulnerability management type: Complies with a recognised standard, for example CSA CCM v4.0 or SSAE-18 / ISAE 3402
• Vulnerability management approach: Netcall operate a bespoke Risk Assessment Methodology to evaluate the impact of newly discovered vulnerabilities, ensuring they are managed quickly and effectively. Patches are released as soon as they pass quality assurance (QA), so that they can be rapidly deployed to maintain security. Netcall subscribes to vulnerability management feeds from major product vendors and professional bodies, including US CERT and the National Vulnerability Database (NVD) and CrowdStrike is deployed to provide threat intelligence feeds highlighting cyber risks. Netcall is also a member of the Cyber Security Information Sharing Partnership (CiSP) and subscribes to the NCSC Early Warning Service.
• Protective monitoring type: Complies with a recognised standard, for example CSA CCM v4.0 or SSAE-18 / ISAE 3402
• Protective monitoring approach: Netcall manages and controls compromises to the confidentiality, integrity, availability of information assets through its Managed Detection and Response system (MDR). This allows Netcall staff to respond, triage and remediate identified issues. The process is ISO27001:2022 compliant. Compromises are monitored, tracked, and recorded:; • via customer/production support calls.; • via account managers.; • after changes.; • after risk reviews.; • post actual security incidents.; • picked up via MDR/IDS/IPS systems.; The owner is the Information Security Manager working with Process Owners and any impacted stakeholders to resolve any compromises and apply preventative actions as soon as possible, measured against SLAs.
• 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: Opus operates a predefined incident process with automatic logging, severity assignment, and SLA‑driven response thresholds. Common events are handled through standardised workflows in the Incident Management System (IMS). Users report incidents via email (auto‑converted to P4), by phone—bypassing auto‑attendants for rapid logging—or through the Opus Customer Portal, which also provides real‑time status visibility. Incidents are monitored on wallboards, with Level 1–2 cases triggering immediate alerts and escalation to senior managers. Incident reports and acknowledgements are automatically issued by email, with full tracking available through the portal.
• Post-quantum cryptography secure: Yes

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:
  • Public Services Network (PSN)
  • Police National Network (PNN)
  • Joint Academic Network (JANET)
  • Scottish Wide Area Network (SWAN)
  • Health and Social Care Network (HSCN)

Pricing

• Discount for educational organisations: No
• Free trial available: No

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: Approachable Certification
• ISO/IEC 27001 accreditation date: Tuesday 27 July 2027
• What the ISO/IEC 27001 doesn’t cover: Everything is covered
• ISO 28000:2022 certification: No
• ISO 9001 certification: Yes
• Who accredited the ISO 9001 certification: Approachable Certification
• ISO 9001 accreditation date: Friday 1 December 2023
• What the ISO 9001 doesn’t cover: Everything is covered
• Quality management systems (QMS): Yes
• CSA STAR certification: No
• PCI certification: No
• Cyber essentials: No
• Cyber Essentials Alternative: None of the criteria
• Cyber essentials plus: Yes
• Please provide your Cyber Essentials Plus Certificate Number: De7de48a-322f-4b14-b4ee-6069f39992ee
• Other security certifications: No

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

    • Activities that support an environment where staff are educated about and feel empowered to report and address bullying and harassment
    • Payment of more than the National Minimum Wage or National Living Wage (as appropriate) to the contract workforce
    • 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

  • 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

    • Plans for positive actions with community groups.

  • 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

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 bid@opustech.co.uk. Tell them what format you need. It will help if you say what assistive technology you use.