Involve Visual Collaboration Ltd

Involve Interpreter

Spoken language interpretation support for Deaf BSL users and lip readers with a range of reliable, remote video communication services. We do this using the best in class video technology to give all our customers access to UK based, qualified specialist language professionals using our safe and secure video portal.

Features

• Portal and service available 24/7/365
• Encrypted access to schedule and manage sessions
• Complete smart device access
• HD video conferencing service
• UKAS Approved ISO 27001 ISMS accredited service
• Qualified interpreters meeting DPSI / NRCDP registration criteria
• Both common and rare language availability
• Email, Telephone and Video Helpdesk support
• Detailed monthly reporting data where required
• Easy access via any device 24/7/365

Benefits

• User-friendly online booking system
• Flexible access to UK based, qualified interpreters
• Cost effective Pay as you go (PAYG) service
• Same day and short notice appointments catered for
• Secure, private network with WIFI, 3G & 4G connectivity
• Improved access for Deaf British sign language users
• Access to high quality Video and Audio Services
• Full training and ongoing relationship management
• Increased appointment fulfillment
• Access interpreters using any device, anywhere

£1.30 a unit a minute

• Free trial available

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 sales@involve.vc. Tell them what format you need. It will help if you say what assistive technology you use.

Framework

G-Cloud 14

Service ID

959371143987437

Contact

Iffat Chaudhry
03300883475
sales@involve.vc

Service scope

• Software add-on or extension: No
• Cloud deployment model: Private cloud
• Service constraints: No
• System requirements:
  • Access to a SIP; H323 or video endpoint or
  • Access to suitable desktop, tablet or mobile device
  • A stable internet connection is required

User support

• Email or online ticketing support: Email or online ticketing
• Support response times: Helpdesk is available from 07.00 to 19.00 Monday to Friday (excluding Bank Holidays). Response within 1 hour during Helpdesk 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: No
• Onsite support: Yes, at extra cost
• Support levels: The Medio.link support service is available 24 / 7 / 365 at an uptime of 99.9%. The helpdesk facility is available 07:00 – 19:00 Monday to Friday. ; The Support desk will be available for inbound support via telephone, Video and email. The Support desk will provide a three layer support system with response times defined by Involve’s SLA.; The tiered structure will provide support as follows:; 1. Tier 1 will provide support on general issues, high level fault resolution and administration around usage of the service. Any issues that are unable to be resolved at this stage will be escalated to tier 2.; 2. Tier 2 will provide support on technical issues around usage of the service and supporting end-user IT functions. Any issues that are unable to be resolved at this stage will be escalated to tier 3.; 3. Tier 3 will use Involve’s technical staff and the support of manufacturer technical support to resolve any faults or outages.
• Support available to third parties: Yes

Onboarding and offboarding

• Getting started: With additional instructions and advice via the support helpdesk
• Service documentation: Yes
• Documentation formats: PDF
• End-of-contract data extraction: On termination of contract, all customer onboarding data will be deleted or exported via csv file on request. Any conference recordings will be deleted or returned on request.
• End-of-contract process: The customer can terminate the contract with 90 days’ notice. Once the contract has ended, Involve Cloud licences will automatically terminate.

Using the service

• Web browser interface: Yes
• Supported browsers:
  • Microsoft Edge
  • Firefox
  • Chrome
  • Safari
• Application to install: Yes
• Compatible operating systems:
  • Android
  • IOS
  • Linux or Unix
  • MacOS
  • Windows
  • Windows Phone
• Designed for use on mobile devices: Yes
• Differences between the mobile and desktop service: There are no differences between the mobile and desktop service.
• Service interface: Yes
• User support accessibility: None or don’t know
• Description of service interface: 24/7 scheduling portal.
• Accessibility standards: None or don’t know
• Description of accessibility: Access to the interface is by subscription only. Only professionals and interpreters have access to the 24/7 scheduling portal. End users have access to connection links by email to the virtual meeting room or via the professional's connection.
• Accessibility testing: None, but hundreds of end users have used the email connection links easily and safely.
• API: No
• Customisation available: Yes
• Description of customisation: Re-Brand any Package with Bespoke Logo / Design / Colour

Scaling

• Independence of resources: Medio.link conferencing service is hosted and housed within the NHS N3/HSCN network ensuring guaranteed uptime of 99.9%.

Analytics

• Service usage metrics: Yes
• Metrics types: Full reports of service usage will be made available to the end-users or administrators. The reports will include service usage, endpoint usage, Platform utilisation and fault reporting.
• Reporting types:
  • 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: No
• 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: In-house
• Protecting data at rest:
  • Physical access control, complying with CSA CCM v3.0
  • Encryption of all physical media
• Data sanitisation process: Yes
• Data sanitisation type: Explicit overwriting of storage before reallocation
• 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: On termination of contract, all customer onboarding data will be deleted or exported via csv file on request. Any conference recordings will be deleted or returned on request.
• 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: IPsec or TLS VPN gateway

Availability and resilience

• Guaranteed availability: Medio.link conferencing service is hosted and housed within the NHS HSCN network ensuring guaranteed uptime of 99.9%.
• Approach to resilience: Medio.link conferencing service is hosted and housed within the NHS HSCN network ensuring guaranteed uptime of 99.9%.
• Outage reporting: A Service Delivery manager is responsible for ensuring the Service is available and that all users are fully enabled to use the service. The Service Delivery manager is also responsible for owning and managing any open escalations regarding the platform. All service windows are kept to a minimum, will be conducted outside of core hours, and the customer notified.

Identity and authentication

• User authentication needed: Yes
• User authentication: Username or password
• Access restrictions in management interfaces and support channels: User subscription and restricted access
• Access restriction testing frequency: At least every 6 months
• Management access authentication: Username or password

Audit information for users

• Access to user activity audit information: Users receive audit information on a regular basis
• How long user audit data is stored for: User-defined
• Access to supplier activity audit information: Users receive audit information on a regular basis
• 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: UKAS Approved; Lloyds Register LRQA
• ISO/IEC 27001 accreditation date: 14/12/2022
• What the ISO/IEC 27001 doesn’t cover: Nothing
• ISO 28000:2007 certification: No
• CSA STAR certification: No
• PCI certification: Yes
• Who accredited the PCI DSS certification: Sysnet Global Solutions
• PCI DSS accreditation date: 13/04/2023
• What the PCI DSS doesn’t cover: N/a
• Cyber essentials: No
• Cyber essentials plus: Yes
• Other security certifications: No

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: Complies with ISO27001 Information Security Management Standard

Operational security

• Configuration and change management standard: Conforms to a recognised standard, for example CSA CCM v3.0 or SSAE-16 / ISAE 3402
• Configuration and change management approach: Complies with ISO27001 Information Security Management Standard
• Vulnerability management type: Conforms to a recognised standard, for example CSA CCM v3.0 or SSAE-16 / ISAE 3402
• Vulnerability management approach: Complies with ISO27001 Information Security Management Standard
• Protective monitoring type: Conforms to a recognised standard, for example CSA CCM v3.0 or SSAE-16 / ISAE 3402
• Protective monitoring approach: Complies with ISO27001 Information Security Management Standard
• Incident management type: Conforms to a recognised standard, for example, CSA CCM v3.0 or ISO/IEC 27035:2011 or SSAE-16 / ISAE 3402
• Incident management approach: Complies with ISO27001 Information Security Management Standard

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: Yes
• Connected networks:
  • NHS Network (N3)
  • Health and Social Care Network (HSCN)

Social Value

• Social Value:

  Social Value

  • Fighting climate change
  • Covid-19 recovery

  Fighting climate change

  This service reduces the need for interpreters to travel for meetings, directly reducing emissions and positively impacting an organisation's carbon footprint.

  Covid-19 recovery

  During and post Covid-19, Involve Interpreter continues to support the Deaf community and service users to access services and conduct meetings remotely from anywhere without the need to travel, or make provisions for safe face to face / in person contact.

Pricing

• Price: £1.30 a unit a minute
• Discount for educational organisations: No
• Free trial available: Yes
• Description of free trial: Short term no contract PAYG service with free initial testing, set up and user training.

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 sales@involve.vc. Tell them what format you need. It will help if you say what assistive technology you use.