NETCALL TECHNOLOGY LIMITED

Directory

Directory provides a single, trusted staff, department and organisation-wide directory. It replaces scattered lists with one source of truth, enabling staff self‑service and governed admin approval. Integrations via CSV/APIs keep other systems updated. Outcome: cleaner data, faster routing, less admin, and day‑to‑day operational confidence. Secure AWS hosting.

Features

• Centralised directory for staff, departments, wards and services, single source.
• Automatic onboarding creates user records during initial setup provisioning process.
• Staff self service updates with login prompts and email reminders.
• Administrator approval workflow for pending changes with complete audit trail.
• Bulk upload and edit tools accelerate initial and ongoing changes.
• Custom fields and visibility controls to tailor data capture rules.
• Scheduled reviews maintain data quality at configurable time intervals.
• Operational reporting on completeness, exceptions, overdue reviews, data quality trends.
• Integration via CSV exports and APIs; optional nightly data feeds.
• Role based access controls enforce permissions; secure AWS hosting environment.

Benefits

• Reduce admin effort by empowering staff to update their records
• Improve enquiry routing using accurate contacts across teams, wards, services.
• Accelerate onboarding by automatically creating user records during setup process.
• Maintain data quality through scheduled reviews and exception reporting dashboards.
• Strengthen compliance with audited approvals and role‑based access controls everywhere.
• Eliminate duplicates by consolidating sources into a single authoritative directory.
• Save time with bulk imports and mass edits for changes.
• Keep downstream systems updated via CSV/API exports and nightly feeds.
• Enhance staff experience with simple self‑service and clear login prompts.
• Support operational decision‑making with completeness metrics and exception trend reporting.

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

Framework

G-Cloud 15

Service ID

919401463122692

Contact

Maston Daniel
0330 333 6100
bid.team@netcall.com

About your service

• Service categories:

  Applications

  Customer relationship management

  • Customer service
  • Contact centre
• 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: Directory can be used as standalone or as an add-on to other modules that are part of the Netcall Liberty platform, including Liberty Converse CX omnichannel contact centre; Liberty Create low code platform; Liberty for Health; Liberty for Social Care; Liberty RPA; Liberty AI; Liberty IDP; Liberty Spark.
• 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: Netcall would classify a support question or enquiry a Priority 4 (P4) issue. A P4 issue has a target response time of 4 standard service hours.; P1 on a 24/7 basis has a target response time of 15 minutes.; P2 on an operating basis of 08:00-18:00 Mon-Friday (excluding UK Public Holidays) has a target response time of 15 minutes.; P3 on an operating basis of 08:00-18:00 Mon-Friday (excluding UK Public Holidays) has a target response time of 4 hours.; P4 on an operating basis of 08:00-18:00 Mon-Friday (excluding UK Public Holidays) has a target response time of 4 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: Yes
• Web chat support availability: 9 to 5 (UK time), Monday to Friday
• Web chat support accessibility standard: WCAG 2.2 AA
• Web chat accessibility testing: As a browser-based interface, third-party tools deployed on the users' desktop or browser can be used to support user accessibility. Automated accessibility testing using a variety of proprietary and external tools, alongside inspection and manual testing with a keyboard and adaptive technologies, such as screen readers and speech recognition software.
• Onsite support: Yes, at extra cost
• Support levels: We will provide a standard level of support which will be included within the software service (SaaS) cost. This includes access to the Support Online Portal, and contact by telephone, chat or email to the remote support teams during contracted hours. A technical account manager and cloud support engineer are provided.
• Support available to third parties: Yes
• AI chatbot: Yes

Onboarding and offboarding

• Getting started: Netcall will provide project management, consultancy and training support for the initial configuration of Directory and to ensure customers are successfully onboarded. Health Directory provides an intuitive interface that is easy for users to adopt. Training is currently based delivered as e-learning content available through the Netcall online community portal. Full documentation is also available through the Netcall online community.
• Service documentation: Yes
• Documentation formats:
  • HTML
  • PDF
• End-of-contract data extraction: Directory provides a data export feature. This feature provides a CSV file that includes all the data from the system, including both staff and departmental records, including all custom fields.
• End-of-contract process: At the end of the contract, Netcall will confirm the buyer's exit requirements. Buyer data can be extracted in a variety of file formats upon completion of the contract. If requested within thirty (30) days of the expiration or termination of this Agreement, Netcall can make all buyer data stored within the Netcall Service available. ; Subject to agreed contract, Netcall can provide an exit plan which typically would include: ; 1. Measures to prevent disruption in the supply of the services during the period of transition from the Netcall Service to a replacement service; ; 2. Detail how the replacement service will be adopted by the replacement supplier and/or Customer;; 3. Specify the scope of the Transitional Assistance Services (TAS) that may be required by the customer, together with any charges payable and how such services would be provided; ; 4. Provide a timetable and identify key actions for carrying out the TAS;; 5. Set out the management structure to be put in place during the TAS.
• 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: No
• Service interface: Yes
• User support accessibility: None or don’t know
• Description of service interface: Directory provides a browser-based service interface. This interface has been designed to be intuitive and simple to use, whilst enabling full access to the user and administrative features provided by the application. The service interface is controlled by roles and permissions and it allows the configuration of aspects, such as contact number formats, directory field settings, and configuration of custom fields alongside access to reports.
• Accessibility standards: None or don’t know
• Description of accessibility: As a browser-based interface, third-party tools deployed on the users' desktop or browser can be used to support user accessibility.
• Accessibility testing: Testing for specific third-party assistive technology is carried by users and based on the individual needs of their staff.
• API: Yes
• What users can and can't do using the API: Directory provides an API that can ensure staff maintain their own directory entry so that the directory remains up to date. The API is called when staff users access their workstation as part of a logon script. The script queries the API to check if the user exists in the directory, or if their directory entry requires a review based on a configurable review cycle of X days. Buyers can use the API response to configure an action, such as forcing a review of a user's own record as part of an on screen pop-up.
• API documentation: Yes
• API documentation formats:
  • HTML
  • PDF
• API sandbox or test environment: Yes
• Customisation available: Yes
• Description of customisation: Directory can be customised by authorised users. This includes the ability for a customised logo to be applied within the application. Customisation can be applied to general settings such as contact number format and user notification settings. Customisation can also be applied to the directory fields with the ability to enable/disable fields, set whether directory fields are mandatory, and set the visibility of data fields. Further customisation is possible through the addition of custom boolean or custom text fields.

Scaling

• Independence of resources: Directory is a lightweight application that runs on virtual instances using AWS cloud hosting. The AWS hosting is proactively monitored for availability and system health by monitoring systems. System events and alerts of threshold breaches are detected by Netcall’s system management tools and these alert our DevOps and Customer Support team of state changes. This allows for the addition of further virtual resource, or an increase in a class of the virtual instances where demand requires.

Analytics

• Service usage metrics: Yes
• Metrics types: To help maintain the Directory, activity reports are available detailing user activity/inactivity within the system.
• Reporting types:
  • Real-time dashboards
  • Regular reports
• Resource tagging: Yes
• FOCUS resource tagging: No

Resellers

• Supplier type: Not a reseller

Staff security

• Staff security clearance: Conforms to BS7858:2019
• Government security clearance: Developed Vetting (DV)

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 CHECK 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: Directory provides a generic export tool that produces a CSV export of the directory data held in the system. This can be exported out to an SFTP location.
• Data export formats: CSV
• Data import formats: CSV

Data-in-transit protection

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

Availability and resilience

• Guaranteed availability: Directory has an agreed Service Availability Target of 99.9%. Service credits can be discussed as part of your contract.
• Approach to resilience: Information regarding the resilience of the data centre is available upon 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. 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, chat 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. Netcall Customer Support then maintain 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)
  • Public key authentication (including by TLS client certificate)
  • Identity federation with existing provider (for example Google Apps)
  • Limited access network (for example PSN)
• Access restrictions in management interfaces and support channels: Directory has a range of security controls to ensure the security requirements will be met. These include built in roles based permissions with pre-configured roles available that can be applied to users to restrict or allow access to the required interfaces.
• Access restriction testing frequency: At least every 6 months
• Management access authentication:
  • Multi-Factor Authentication (MFA)
  • Public key authentication (including by TLS client certificate)
  • Identity federation with existing provider (for example Google Apps)
  • Limited access network (for example PSN)
  • 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: At least 12 months
• Access to supplier activity audit information: Users have access to real-time audit information
• How long supplier audit data is stored for: At least 12 months
• 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: Netcall has a security event and incident policy that includes a predefined process for managing incidents and common events. Issues can be reported by users via email/telephone/Microsoft Teams/in person. Netcall uses licensed software to manage risks and is ISO27001:2022 compliant for Incident Management. It is tracker-based linking risks, assessments into corrective and preventative processes. Compromises are recorded after changes, risk reviews, security incidents, event identification or, in worst-case scenarios, invoking the Business Continuity Plan. The owner is the Head of Information Security, working with the respective Process Owners and impacted stakeholders to identify, contain and resolve an incident.
• 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: 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: NQA
• ISO/IEC 27001 accreditation date: Wednesday 9 July 2025
• What the ISO/IEC 27001 doesn’t cover: The scope of Netcall's ISO27001 covers the entire business. There is one control listed in the Statement of Applicability which is not applicable and that is control A8.30 Outsourced Development, as Netcall does not outsource any development of Netcall's product portfolio or any associated services.
• ISO 28000:2022 certification: No
• ISO 9001 certification: Yes
• Who accredited the ISO 9001 certification: NQA
• ISO 9001 accreditation date: Monday 11 December 2023
• What the ISO 9001 doesn’t cover: Our ISO 9001 certification applies to the entire organisation within the scope of our Business Management System (BMS). The certification specifically covers documented policies, procedures, templates, forms, and other controlled documents maintained in the BMS and listed in the official document register. These documents are subject to ISO 9001 requirements for review, approval, and version control. Items outside this, such as informal working notes, draft materials, or team-specific procedures, work instructions, guides and operational documentation, are not covered by the certification. While these may support operational activities, they do not form part of the audited and controlled system.
• Quality management systems (QMS): Yes
• CSA STAR certification: No
• PCI certification: No
• Cyber essentials: Yes
• Please provide your Cyber Essentials Certificate Number: 3038ebf9-ed3a-463d-94d8-db9a291c4efd
• Cyber essentials plus: Yes
• Please provide your Cyber Essentials Plus Certificate Number: Cc81f920-af0a-4b1c-ab27-e222ef04c275
• 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

    • Providing opportunities for, and measuring and monitoring of, staff workforce conditions over time, including employee engagement, involvement in decision-making and satisfaction and adapting to any changes in the results, with clear processes for acting on issues identified
    • Plans to engage the contract workforce in deciding the most important workplace issues to address
    • Activities that support an environment where staff are educated about, and feel empowered to, address their physical wellbeing
    • 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
    • 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
    • Outline policies and practices to be applied to or put in place for the contract to mitigate and manage modern slavery risks, including: Pre-employment checks, recruitment practices. Workplace conditions, safeguarding plans and processes in place and regular monitoring with relevant groups considered, which may include sampling

  • Mission: Make Britain a clean energy superpower: To cut bills, create jobs and deliver security with cheaper, zero-carbon electricity by 2030, accelerating to net zero

    Policy Outcome 4: Sustainable procurement practices: Reducing carbon footprints, minimising waste, and promoting the use of clean energy and green technologies.

    • Understanding of opportunities for additional environmental benefits delivery in the performance of the contract, including working towards net zero carbon emissions and use of clean energy and green technologies
    • Delivery of additional environmental benefits through the performance of the contract, including working towards net zero carbon emissions and use of clean energy and green technologies

  • Mission: Break down barriers to opportunity: By reforming our childcare and education systems, to make sure there is no class ceiling on the ambitions of young people in Britain

    Policy Outcome 6: Employment and training: For those who face barriers to employment

    • Inclusive and accessible recruitment practices, and retention-focused activities, including those provided in the Guide for line managers on recruiting, managing and developing people with a disability or health condition
    • Working conditions which promote an inclusive working environment and promote retention and progression

  • 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.team@netcall.com. Tell them what format you need. It will help if you say what assistive technology you use.