NETCALL TECHNOLOGY LIMITED

Liberty for Social Care

An AI-powered platform helping local authorities manage social care demand efficiently. It empowers citizens with self-service tools for eligibility checks, financial assessments, and community resources, while providing proactive insights to reduce unnecessary referrals, optimise resources, and enable early intervention—enhancing accessibility, transparency, and personalised support for individuals and families.

Features

• RealTime Reporting, live dashboards for demand trends and service performance
• Remote Access, secure web/mobile access for citizens/staff
• AI Virtual Assistant, conversational guidance for eligibility/finance/service queries
• Predictive Analytics, forecast future demand/identify at-risk individuals early
• Secure Data Storage, GDPR compliant cloud hosting with encryption/rolebased access
• Integration APIs, connect seamlessly with case management and CRM systems
• Automated Eligibility Checks, Instant Care Act based assessments selfservice tools
• Community Directory, Open Referral UK compliant listings for local services
• Personal Journaling Tools, capture goals and preferences for personal assessments
• Accessibility Compliance – WCAG 2.1AA standards with multi-language/voice support

Benefits

• Reduce front-door demand with intuitive self-service digital tools
• Forecast demand accurately using AI-driven predictive analytics
• Enable early intervention to prevent escalation and costly care
• Improve citizen experience with clear, jargon-free guidance online
• Streamline triage using AI summaries and pre-assessment data
• Empower citizens to manage care journey through personal accounts
• Connect people to community resources via Open Referral directory
• Enhance transparency with real-time updates on support requests
• Capture actionable insights for service planning and commissioning
• Reduce call volumes and staff burnout through virtual assistant

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

928327184198022

Contact

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

About your service

• Service categories:

  Applications

  Production and operations

  Service industry and public sector operations

  • Adult Social Care
• 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 for Social Care 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 for Health; Liberty Spark; Rent-IQ; Liberty RPA; Liberty AI; Liberty IDP; Liberty Converse CX; Jadu.
• 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: Netcall will work with the buyer to agree on a method and format of data extraction at the end of the contract. The technology underpinning Liberty for Social Care supports APIs and data exports that can be present data in CSV, JSON, XML formats. Reporting data can be extracted/downloaded from the user interface by the buyer.
• 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: Yes
• Differences between the mobile and desktop service: There is no fundamental functional difference to the citizen interfaces when accessing via a mobile device.
• Service interface: Yes
• User support accessibility: WCAG 2.2 AA
• Description of service interface: Liberty for Social Care 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. User access to the service interface is secure, with roles and permissions assigned to log-in, controlling access to application features. The service interface allows the configuration of service level targets, including case response times, configuration of contact information, control of user/team roles and access, and access to reporting information.
• 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 out by users and based on the individual needs of their staff.
• API: Yes
• What users can and can't do using the API: Liberty for Social Care exposes APIs that are complaint to the open referral standard and that support the export of Community Directory data. The API can be used to integrate with Open Referral UK–aligned services, enabling community service and directory information to be shared in line with the Open Referral data standard. This helps support the provision of consistent and up-to-date information about local services for citizens. Liberty for Social Care also can expose API endpoints or consume APIs for integration with specialist social care line of business systems. The APIs are limited to data exchange only and does not provide functionality for configuring the application or making changes to the system setup.
• API documentation: Yes
• API documentation formats:
  • HTML
  • PDF
• API sandbox or test environment: Yes
• Customisation available: Yes
• Description of customisation: Liberty for Social Care provides a browser-based service interface that allows customisation of the application. This includes the ability to amend the branding and theming, customisation of SLAs, customisation of contact information such as as organisational contact numbers, full customisation of the community directory and associated resources. These customisations are made by authorised users with the via the browser-based administration screens.

Scaling

• Independence of resources: Liberty for Social Care runs on virtual instances using AWS cloud hosting. The AWS class of server provided is dedicated to each customer, and server monitoring tools are provided to users to monitor their resources.

Analytics

• Service usage metrics: Yes
• Metrics types: Liberty for Social Care provides a range of system real-time and reports and metrics including, volume of eligibility assessments completed, prevention reporting, activity overview reporting, SLA reporting, demand forecast reporting, community directory reporting. The associated monitoring tools provided as part of the platform provide data on user logins, page views and infrastructure metrics such as CPU, memory and disk usage.
• 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: The technology underpinning Liberty for Social Care supports APIs and data exports that can be present data in CSV, JSON, XML formats. Reporting data can be extracted/downloaded from the user interface by the buyer.
• Data export formats:
  • CSV
  • Other
• Other data export formats:
  • PDF
  • XLSX
  • Tab delimited
  • Pipe delimited
  • JSON
  • XML
• Data import formats:
  • CSV
  • Other
• Other data import formats:
  • XLSX
  • JSON
  • 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
• Data protection within supplier network:
  • TLS (version 1.2 or above)
  • IPsec or TLS VPN gateway

Availability and resilience

• Guaranteed availability: Liberty for Social Care 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)
  • 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 for Social Care 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)
  • 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: 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: No

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.