BEAM UP LTD

Magic Notes

Magic Notes is a specialist tool for caseworkers to record sessions and instantly create detailed assessments. It is created and operated by Beam, a leader in tech-enabled welfare services for local government.

Features

• Specialist tool for caseworkers to automate case notes and assessments
• Records conversations
• Auto-detects different speakers
• AI generated summaries in a customised structure including action points
• Customisable templates for different assessment formats
• Easily edit names
• Translation feature for sessions not held in English
• Copy and paste summaries into any case management system
• Web-based and compatible with all devices
• Data stored and processed in United Kingdom

Benefits

• Built specifically by caseworkers for caseworkers
• Avoids generic structures in favour of high quality clinical reports
• Save a day a week of time per person
• Get CQC ready: quality-assured templates ensure compliance with different requirements
• Allows caseworkers to focus on in-person conversation
• Summaries capture all action points and metrics for reporting
• Quicker turnaround for casenotes
• Compatible with online and in-person conversation

£1.50 to £5 a unit an hour

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 gcloud@beam.org. Tell them what format you need. It will help if you say what assistive technology you use.

Framework

G-Cloud 14

Service ID

985901463553519

Contact

Sebastian Barker
0203 819 3509
gcloud@beam.org

Service scope

• Software add-on or extension: No
• Cloud deployment model: Public cloud
• Service constraints: N/A
• System requirements:
  • Modern browser (e.g. Chrome, Safari, Firefox, Opera)
  • Microphone
  • Internet access

User support

• Email or online ticketing support: Email or online ticketing
• Support response times: Users are able to raise non-urgent support requests via email. Beam will respond to all support tickets within 48 hours during the week and 72 hours at weekends and bank holidays.
• User can manage status and priority of support tickets: No
• Phone support: Yes
• Phone support availability: 9 to 5 (UK time), Monday to Friday
• Web chat support: No
• Onsite support: Onsite support
• Support levels: The buyer will get a dedicated Beam Account Manager who owns and manages the account. They will be available for queries via email and phone. They will be present in-person during mobilisation to support set-up. The Account Manager will work alongside Beam engineers to support technical troubleshooting. Support is provided at no extra cost.
• Support available to third parties: Yes

Onboarding and offboarding

• Getting started: Beam provides on-site training sessions over a 4 week mobilisation period. Alongside group sessions, Beam will provide 121 support for caseworkers as needed. All users will be provided with a training document and video covering set-up, FAQs, and basic troubleshooting.; ; Beam can also provide train the trainer content so nominated internal leads can train new joiners.
• Service documentation: Yes
• Documentation formats:
  • PDF
  • Other
• Other documentation formats: Word
• End-of-contract data extraction: Magic Notes includes a self-service option to export all written data to PDF or CSV and download audio recordings. This can be used at any time. At contract conclusion the dedicated Account Manager will support the client to ensure that all data has been extracted by the client.
• End-of-contract process: Beam will agree a 4 week exit plan with clients concluding their use of the service. The Account Manager will support the client to ensure all data has been extracted from the platform. The Account Manager will share a data deletion plan for removing all client data from Beam servers in line with GDPR requirements. This is provided at no additional cost.

Using the service

• Web browser interface: Yes
• Supported browsers:
  • Internet Explorer 11
  • Microsoft Edge
  • Firefox
  • Chrome
  • Safari
  • Opera
• Application to install: No
• Designed for use on mobile devices: Yes
• Differences between the mobile and desktop service: No functional differences
• Service interface: No
• User support accessibility: None or don’t know
• API: No
• Customisation available: No

Scaling

• Independence of resources: Magic Notes is hosted on AWS and Azure and benefits from autoscaling to manage demand. The service is supported by redundancies at database and API level to ensure availability regardless of demand and mitigate the risk of downtime due to demand.

Analytics

• Service usage metrics: No

Resellers

• Supplier type: Not a reseller

Staff security

• Staff security clearance: Staff screening not performed
• Government security clearance: Up to 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: Managed by a third party
• Penetration testing frequency: At least once a year
• Penetration testing approach: Another external penetration testing organisation
• Protecting data at rest:
  • Physical access control, complying with CSA CCM v3.0
  • Physical access control, complying with SSAE-16 / ISAE 3402
  • Encryption of all physical media
  • Scale, obfuscating techniques, or data storage sharding
• Data sanitisation process: No
• Equipment disposal approach: A third-party destruction service

Data importing and exporting

• Data export approach: Summaries and transcripts are copied and pasted by the user from Magic Notes into their internal case management tools. Audio files are downloaded on demand via a ‘download’ button. Aggregated or written data can be exported to CSV or PDF by system administrators.
• Data export formats:
  • CSV
  • Other
• Other data export formats:
  • PDF
  • MP3
• Data import formats: Other
• Other data import formats: No upload features

Data-in-transit protection

• Data protection between buyer and supplier networks: TLS (version 1.2 or above)
• Data protection within supplier network: TLS (version 1.2 or above)

Availability and resilience

• Guaranteed availability: 99.9%. No refunds are offered.
• Approach to resilience: Our service is designed with resilience at its core, employing a multi-tiered strategy to ensure high availability and durability of data and applications. At the infrastructure level, our data centers are strategically distributed across various geographical locations, part of a global network that mitigates risks associated with physical disasters and local outages. Each data center operates with redundancy in critical systems, including power, networking, and cooling, ensuring that any single point of failure is addressed promptly without impacting service continuity. In the cloud, our services leverage AWS's scalable and fault-tolerant services, such as Auto Scaling, to dynamically adjust resources based on demand, and Amazon RDS (Relational Database Service) for managing databases with automatic backup, recovery, and failover capabilities. Data replication across multiple Availability Zones ensures that our applications remain available and data intact, even if one zone experiences an outage. This architecture, combining physical data center resilience with cloud-based redundancies, forms the backbone of our service's resilience, designed to offer seamless and uninterrupted access to our users under a wide array of conditions.
• Outage reporting: Account Managers will email clients to alert them to outages.

Identity and authentication

• User authentication needed: Yes
• User authentication:
  • 2-factor authentication
  • Username or password
• Access restrictions in management interfaces and support channels: We implement stringent access restrictions on management interfaces and support channels through role-based access control (RBAC), ensuring that only authorized personnel have access based on their job function. Multi-factor authentication (MFA) is mandatory for all access, providing an additional security layer. Regular access reviews are conducted to ensure compliance with the principle of least privilege. Furthermore, all access is logged and monitored for suspicious activities, with real-time alerts in place to detect and respond to unauthorized access attempts. This comprehensive approach ensures that sensitive management interfaces and support channels remain secure and accessible only to those with legitimate need.
• Access restriction testing frequency: At least once a year
• Management access authentication:
  • 2-factor authentication
  • Username or password

Audit information for users

• Access to user activity audit information: Users contact the support team to get audit information
• How long user audit data is stored for: At least 12 months
• Access to supplier activity audit information: Users contact the support team to get 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

Standards and certifications

• ISO/IEC 27001 certification: Yes
• Who accredited the ISO/IEC 27001: British Assessment Bureau
• ISO/IEC 27001 accreditation date: 08/11/2024
• What the ISO/IEC 27001 doesn’t cover: N/a
• ISO 28000:2007 certification: No
• CSA STAR certification: No
• PCI certification: No
• Cyber essentials: Yes
• 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
  • Other
• Other security governance standards: Cyber Essentials Plus
• Information security policies and processes: Beam is Cyber Essentials Plus certified. Seb Barker, COO, is Beam’s allocated DPO.; Our Legal and Compliance Lead handles data protection contractual obligations. Our People Team oversees our Cyber Essentials and logistical security measures. All Beam staff are trained in GDPR principles and information security practices. Policies are reviewed every 2 years. Compliance is enforced through employment T&Cs, mandatory training and disciplinary procedures in case of any breaches. BitDefender is installed on all company laptops.

Operational security

• Configuration and change management standard: Supplier-defined controls
• Configuration and change management approach: Our engineering team maintains a product roadmap for regular patches and updates to the service. Updates are managed via segregation of development, test (staging) and production environments, to ensure quality assurance and security testing before any new feature or product goes live. Security testing for new features includes static code analysis, GDPR compliance, and data leakage vulnerabilities.
• Vulnerability management type: Supplier-defined controls
• Vulnerability management approach: Our vulnerability management process involves continuous monitoring and assessment of potential threats, utilizing sources like CVE databases, security advisories, and industry forums. Upon identifying vulnerabilities, we prioritize them based on severity and potential impact on our services. Critical patches are deployed within 24 hours, while less critical updates follow a scheduled maintenance window. We leverage automated tools for scanning and assessment, ensuring swift identification and mitigation. This process is integral to maintaining the security and integrity of our services, ensuring they remain resilient against emerging threats.
• Protective monitoring type: Supplier-defined controls
• Protective monitoring approach: Our protective monitoring processes utilize advanced security information and event management (SIEM) systems for real-time analysis of security alerts generated by network hardware and applications. We identify potential compromises by correlating and analyzing log data, detecting anomalies and patterns indicative of security incidents. Upon detecting a potential compromise, our incident response team is immediately mobilized to contain, eradicate, and recover from the incident, following a predefined incident response protocol. We aim to respond to incidents within minutes of detection, minimizing potential impact and ensuring rapid resolution to maintain the integrity and availability of our services.
• Incident management type: Supplier-defined controls
• Incident management approach: Our incident management processes include predefined protocols for common events, ensuring swift and efficient response to incidents. Users report incidents through a dedicated support channel, accessible via our website or directly within our applications. Upon receiving a report, our incident response team evaluates the situation, initiates the appropriate response procedure, and communicates updates to affected parties. Post-incident, we provide comprehensive reports detailing the incident's nature, impact, actions taken, and measures implemented to prevent recurrence. This approach enables us to manage incidents effectively, maintain transparency with our users, and continuously improve our security posture.

Secure development

• Approach to secure software development best practice: Supplier-defined process

Public sector networks

• Connection to public sector networks: No

Social Value

• Social Value:

  Social Value

  Equal opportunity

  Equal opportunity

  There are barriers to progression for underrepresented groups in the casework sector and associated sectors. For example, 49% of managerial roles in the social work sector are held by workers identifying as White, despite 68% of the sector workforce identifying as BAME. Beam’s commitment to improve diversity and inclusion within the casework sector, especially in senior positions, has driven its inclusive and accessible development practices, including its hiring and progression policies. Over 50% of Beam’s caseworkers identify as BAME. Moreover, members of the frontline team have lived experience of: homelessness; the criminal justice system; unemployment; (single) parenthood; mental health conditions; debt; and domestic abuse. Beam always looks to promote someone from within before hiring externally, with 10 senior positions currently held by employees identifying as BAME (>11% of Beam’s total workforce).

Pricing

• Price: £1.50 to £5 a unit an hour
• Discount for educational organisations: No
• Free trial available: No

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 gcloud@beam.org. Tell them what format you need. It will help if you say what assistive technology you use.