G2 Speech UK Limited

SpeechReport - Digital dictation/speech recognition, correspondence and workflow management software

Clinical and non-clinical correspondence and workflow management solutions, utilising digital dictation, speech recognition and/or outsourced transcription, for the medical, legal and general business markets. We use Microsoft Azure to host our Cloud solutions.

Features

  • Real-time reporting and statistics
  • Remote access (mobile working)
  • Workflow management
  • Digital dictation
  • Speech recognition
  • Clinical documentation management
  • Structured reporting
  • Clinical coding
  • Electronic distribution
  • Outsourced transcription

Benefits

  • Improve ROI and cost savings
  • Increase efficiency and productivity
  • Comply with NHS standards, including Transfer of Care requirements
  • Provide transparency
  • Improve document quality
  • Centralise and streamline services and processes
  • Increase data security
  • Improve client care
  • Reduce turnaround time for document production
  • Support digitalisation

Pricing

£35 to £529 per licence per year

Service documents

G-Cloud 10

246986347000578

G2 Speech UK Limited

Eve Muller

0113 819 8816

tendersuk@g2speech.com

Service scope

Service scope
Software add-on or extension No
Cloud deployment model Hybrid cloud
Service constraints Users can still use our SpeechReport platform whilst maintenance work (back-ups, etc) are running. However, we do advice our customers to be aware as there might be a short interruption of a few minutes to our service during maintenance windows. General maintenance is performed on a bi-monthly basis and communication is sent out as a reminder no later than two weeks prior to the maintenance date. Technical support is provided as per our SLAs, but we can agree on extended hours with each of our clients.
System requirements
  • Operating system: Windows 7 or higher
  • Processor (CPU): 2Ghz. Dual core or better
  • Memory (RAM): 3 GB
  • Network: PC/Laptop 10 Mbps minimum, 100Mbps recommended, mobile 3G/4G
  • Hard disk space: 1Gb
  • IOS version 7 and up
  • Android 4.1 and up

User support

User support
Email or online ticketing support Email or online ticketing
Support response times Depending on the priority category of the problem, our response time is between 1 working hour (for a Priority 1 query) and 1 working day (for a simple Request for Information). Our service desk is operational Monday to Friday, 08:00 to 18:00, 52 weeks a year excluding bank holidays. We can agree extended support hours for our private Cloud customers only, but the majority of our customers have not needed to use this.
User can manage status and priority of support tickets Yes
Online ticketing support accessibility None or don’t know
Phone support Yes
Phone support availability 9 to 5 (UK time), Monday to Friday
Web chat support No
Onsite support Onsite support
Support levels G2 Speech have an ITIL aligned support system in place, including a dedicated first line team, contactable using our online support suite, or by a dedicated telephone number. Both methods provide the customer with a unique call reference number.

2nd and 3rd line levels are in place, to ensure tickets get the correct level of expertise applied within a timely manner to ensure adherence to SLA. A Problem Management Analyst (equivalent to a Technical Account Manager) is in place, to oversee complex issues, to provide additional structure and ownership where required; they will become the point of contact for the customer, to ensure clear communication and updates; they will also ensure the ticket is updated to maintain accurate records.

Where on-site support is required, we can do so quickly, due to having team members located across various regions within the UK.

Beyond the above, a clearly documented escalation path is in place and included in the agreed SLA to ensure that our customers have the relevant contact information should they need to use it.

We can also agree extended support hours with our customers, but we have not yet been in a situation where our customers have needed this.
Support available to third parties No

Onboarding and offboarding

Onboarding and offboarding
Getting started Once our SpeechReport platform has been implemented at a customer's site, we provide a bespoke and comprehensive training package to ensure end-users are fully competent in using our solution. Typically, training is delivered onsite in person, with either a train the trainer approach, classroom based training and/or one-to-one training, and WebEx. Full, up-to-date and comprehensive documentation is provided. We also provide training and up-to-date documentation with each development and upgrade of our SpeechReport platform.

We are currently in the process of developing an e-learning package to aid and further enhance our training offering. It will include bite-sized video tutorials on the key aspects of the system that the client organisation requires. It will also include full access to all electronic training documents and crib sheets.

All training resources are tailored to the needs of each customer.

We also assist our customers with any technical queries they might have, via our support suite, which can be accessed online and by telephone. Our technical team is fully available for onsite visits.
Service documentation Yes
Documentation formats
  • HTML
  • PDF
  • Other
Other documentation formats
  • PowerPoint presentations
  • Videos (training)
  • WebEx (training)
  • MS Word
End-of-contract data extraction Our Private Cloud customers will be able to receive an extract of the database content which includes all the documents created as well as the potential integration data used to create those documents.
End-of-contract process Upon contract end, G2 Speech have defined processes and planning documents in place to ensure a seamless transition to another platform/way of working.

This includes a controlled closure of the G2 Speech solution, and handover of the data held within our solution to the customer organisation. The data is retained within an SQ database, and an architecture document outlining the structure of the data is included in the handover, to ensure ease of access.

Should a customer wish to end their contract with us, we don't typically apply an end-of-contract charge, however all outstanding payments will still apply.

Using the service

Using the service
Web browser interface No
Application to install Yes
Compatible operating systems
  • Android
  • IOS
  • Windows
Designed for use on mobile devices Yes
Differences between the mobile and desktop service There is virtually no difference between the mobile and desktop service. As G2 Mobile, our mobile application, is fully integrated with the workflow system of our Cloud platform, SpeechReport, the user has all the benefits of a fully automated workflow. Authors can dictate and sign off documents remotely; they can view their worklists, leave instructions for their secretary to action, amend a document, etc., in the same way as when using the desktop platform. Transcription however, will have to be performed on a desktop client.
Accessibility standards None or don’t know
Description of accessibility Our SpeechReport platform is a client/server-based platform. It will be accessed by the users rather than a web service hence there is no requirement for any interface with such services to access it. SpeechReport can be integrated with Active Directory to pass through the logged-on user credentials. Provision and disabling is based on this system and multiple domain access is incorporated. SpeechReport would utilise a customer's existing IT infrastructure, to allow users to use the system at multiple sites and from any PC or workstation across the organisation that has been set up to use the system.
Accessibility testing SpeechReport aims to reduce barriers for persons with disabilities and respects the Disability Discrimination Act.

The speech recognition within the system adapts by a steep learning curve and is supported by a spell checker to help dyslexia, for example. The application comes with a zoom functionality and adjustment of font sizes/font colours to help visual impairment. A user is able to set a default font size in the settings. A simple zoom level enables a user to increase or decrease the size of the text on the screen to suit them. The system saves the settings to each individual user’s profile. It is also possible to produce printed versions of documents in large fonts suitable for patients with eyesight problems.

SpeechReport is very flexible in compatibility with assistive technologies both software and hardware related.
API Yes
What users can and can't do using the API G2 Speech has developed an Interaction Service frontend integration that will allow third-party integrators to use SpeechReport so that dictations are started from the third-party application’s worklist and work can also be resumed from other worklists in the third-party application during the workflow. G2 Speech calls this a frontend integration as the communication of this integration happens at the SpeechReport Client, and also likely the client of the third-party application.

Our SpeechReport platform integrates with a client’s clinical and admin information systems: PAS, EPR, HIS, RIS, PACS, LIMS, PMS, clinical portals, electronic distribution systems, document management systems, department specific systems and in-house organisation-wide systems. Therefore information can be preloaded into SpeechReport beforehand and users can work from a worklist; at the end of the workflow, documents can be sent to another information system. These integrations allow users to feed clinical and administrative information from the client’s information systems into the documents created within SpeechReport, and to feed back the finished documents into the systems. An Administration console allows a customer to manage various aspects of the platform including but not excluding: user, roles, worktypes, templates, integrations etc.
API documentation Yes
API documentation formats PDF
API sandbox or test environment No
Customisation available Yes
Description of customisation Our SpeechReport platform is flexible and configurable. Within a client organisation, System Administrators (i.e. users with specific access rights) are able to make changes to SpeechReport, via the platform’s Administration Module. They have all the functionalities necessary to do so. For example:

* Insourced and outsourced workflow and work processes can be configured and customised.
* The templates created within the platform can also be customised.
* Users can be managed (deleted/added; their roles can be modified).
* The rescheduling of work can be accomplished by means of distribution of staff between departments.

The training we provide to our clients is also tailored to their individual requirements.

Scaling

Scaling
Independence of resources The SpeechReport platform is designed as an enterprise solution which is scalable to the needs of growing organisations. Our environments are continuously monitored and automatically scaled up if demand is high and scaled down if demand is low. Private Cloud customers enjoy the benefit of dedicated resources which scale depending on demand and ensure optimal performance at all times.

Analytics

Analytics
Service usage metrics Yes
Metrics types Our G2 Analytics Module helps Managers and System Administrators obtain statistical data on KPIs such as the performance of users (authors, secretaries) and the turnaround times of the documents produced within our SpeechReport platform. This data can give our clients an overview of backlogs and progress in terms of productivity. We can also produce reports on the usage of our technical support services. Finally, our SpeechReport platform also records a full audit trail of all the actions undertaken within the platform (this is also applicable to actions undertaken within the Administration Module used by System Administrators).
Reporting types
  • Real-time dashboards
  • Regular reports
  • Reports on request

Resellers

Resellers
Supplier type Not a reseller

Staff security

Staff security
Staff security clearance Other security clearance
Government security clearance Up to Baseline Personnel Security Standard (BPSS)

Asset protection

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 3.0)
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 another standard
  • Encryption of all physical media
Data sanitisation process Yes
Data sanitisation type Deleted data can’t be directly accessed
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 importing and exporting
Data export approach In general, our system can be integrated with third-party systems (for example, EPR, PAS, LIMS, etc.) or with MS applications (Word, Excel, etc.) and Outlook, which means that data will be exported via this integration. In this scenario, all relevant data should be available in the third-party system.

In case our system is not integrated with a third-party system, data can be exported in one of the formats described in the answer to the next questions.
Data export formats
  • CSV
  • ODF
  • Other
Other data export formats
  • MHTML
  • XML
  • MS Excel
  • MS Word
  • PDF
  • Rich Text Format
  • HL7
Data import formats
  • CSV
  • Other
Other data import formats
  • HL7
  • XML
  • Audio from external devices (DSS, DS2, wav)

Data-in-transit protection

Data-in-transit protection
Data protection between buyer and supplier networks
  • TLS (version 1.2 or above)
  • IPsec or TLS VPN gateway
Data protection within supplier network Other
Other protection within supplier network Our Cloud infrastructure is based on a multi layered approach. This means we differentiate accessibility requirements per layer.

Critical/sensitive data (only located in our databases) is located in the most shielded layer which is not accessible from the internet. Only G2 Speech personnel can get access to this layer via a dedicated portal from within the G2 Speech private network. Access is only granted on a JiT (Just-in-Time) basis and is managed by a Domain Administrator. The databases themselves are also encrypted to prevent unauthorised access.

Data in transit is protected/encrypted via client-server certificates (SSL/TLS 1.2).

Availability and resilience

Availability and resilience
Guaranteed availability As our Cloud environment is hosted on Microsoft Azure we automatically gain the benefits of the disaster recovery procedures Microsoft has in place to ensure maximum uptime and availability of our entire environment. This means risks regarding network, server or storage failure are only 0.2% as Microsoft can guarantee an availability percentage of 99.8% on the underlying infrastructure. To cover for the 0.2% we have a template of the complete environment which allows us to fully migrate the entire Cloud infrastructure to another Microsoft datacentre within a day if a natural disaster were to occur which could cause our services to be unavailable for a longer period of time.

Where the customer chooses to have our SpeechReport solution implemented in the Cloud, G2 Speech take responsibility for database maintenance and backups. These are aligned with the frequency and scope of those recommended to a customer for an on-premise solution, therefore like for like.

G2 Speech also agree to be bound to specific SLAs for service uptime and service recovery. If these are not met, G2 Speech can deliver compensation, to be agreed on based upon the severity of the incident.
Approach to resilience As our Cloud environment is hosted on Microsoft Azure we automatically gain the benefits of the disaster recovery procedures Microsoft has in place to ensure maximum uptime and availability of our entire environment. This means risks regarding network, server or storage failure are only 0.2% as Microsoft can guarantee an availability percentage of 99.8% on the underlying infrastructure. To cover for the 0.2% we have a template of the complete environment which allows us to fully migrate the entire Cloud infrastructure to another Microsoft datacentre within a day if a natural disaster were to occur which could cause our services to be unavailable for a longer period of time.

The entire Cloud infrastructure is monitored. Monitoring includes the networks, all servers, the databases and storage facilities as well as the internet facing endpoints.

Due to the nature of the Microsoft Azure platform, Microsoft is also responsible for monitoring their external infrastructure and detect for example DDOS attacks. Microsoft has various preventative measures in place to fight off these kinds of attacks to make sure their customers (i.e. G2 Speech) as well as G2 Speech's customers are not affected.
Outage reporting In case of an unexpected outage, G2 Speech will immediately notify its customers individually via email and/or by phone, depending on the agreed SLA and chosen solution (public vs private). We will continue to provide updates for the duration of an outage.

When an outage has been resolved, we will also communicate this via the previously-mentioned communication channels.

Identity and authentication

Identity and authentication
User authentication needed Yes
User authentication
  • Public key authentication (including by TLS client certificate)
  • Username or password
  • Other
Other user authentication Within the system, a user can only access the SpeechReport modules which they have access rights to; this is based on user rights and the licence they hold, which limit what a user can view and do in the system. Access to dictations is also limited to those groups that a user is a member of. SpeechReport is based on a Windows operating system and is governed by the security features of this.
Access restrictions in management interfaces and support channels Access to our SpeechReport platform is determined by user rights, which are set up by in-house System Administrators (at our clients' sites). Moreover, SpeechReport is integrated with Active Directory single sign-on. This utilises a user’s domain credentials to securely access the SpeechReport platform.
Access restriction testing frequency At least every 6 months
Management access authentication
  • Public key authentication (including by TLS client certificate)
  • Username or password
  • Other

Audit information for users

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 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

Standards and certifications
ISO/IEC 27001 certification Yes
Who accredited the ISO/IEC 27001 BSI
ISO/IEC 27001 accreditation date 02/07/2016
What the ISO/IEC 27001 doesn’t cover Nothing of note.
ISO 28000:2007 certification No
CSA STAR certification No
PCI certification No
Other security certifications Yes
Any other security certifications
  • ISO 27002
  • Registered with the Information Commissioner’s Office UK
  • Registered with the Data Protection Commissioner in Ireland

Security governance

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 • The UK Data Protection Act 1998
• GDPR
• The common law duty of confidentiality
• The Confidentiality NHS Code of Practice
• ISO/IEC 27002: 2013
• The Information Security NHS Code of Practice
• The Records Management NHS Code of Practice
• The Freedom of Information Act 2000.
Information security policies and processes G2 Speech complies with the Information Security and Data Protection standards set out in:
* GDPR.
* The DPA 1998.
* Common law duty of confidentiality.
* Confidentiality NHS Code of Practice.
* International information security standard: ISO/IEC 27002: 2013 and ISO/IEC 27001: 2013.
* Information Security NHS Code of Practice.
* Records Management NHS Code of Practice.
* Freedom of Information Act 2000.

We are ISO27001 certified (certificate number IS 553180) and audited annually as part of a triennial programme by BSI, whose aim is to test our ISMS.

We conform to the guidelines of the European Association for Data Media Security (EADMS). We practice secure cryptography and are compliant with the Approved Cryptographic Algorithms Good Practice Guidelines. We have a dedicated Information Security Manager who oversees our Information Security Policy, reviewing it on a bi-annual basis. We ensure the correct measures are in place to prevent: unauthorised or unlawful processing of personal data; accidental loss or destruction of or damage to personal data; unauthorised or unlawful disclosure of personal data, except in accordance with the law.

Although currently not certified, we meet the requirements of the Cyber Essentials Certification Scheme (self-assessment completed). We will complete the certification soon.

Operational security

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 Our Cloud environment is hosted on Microsoft Azure. The entire Cloud infrastructure is monitored. Monitoring includes the networks, all servers, the databases and storage facilities as well as the internet facing endpoints. Due to the nature of the Microsoft Azure platform, Microsoft is responsible for monitoring their internal and external infrastructure. Microsoft has various preventative measures in place to eliminate downtime on their infrastructure.

Changes with regards to the G2 Speech software are always communicated in advance and scheduled within the existing maintenance windows. Private Cloud customers are excluded as they determine their own implementation schedule.
Vulnerability management type Conforms to a recognised standard, for example CSA CCM v3.0 or SSAE-16 / ISAE 3402
Vulnerability management approach Microsoft Azure is responsible for monitoring their internal and external infrastructure and detect for example DDOS attacks. Microsoft has various preventative measures in place to fight off these kinds of attacks to ensure our customers are not affected.

Our Cloud infrastructure is monitored. Monitoring includes the networks, virtual servers, databases, storage facilities and internet facing endpoints.

We have a bi-monthly maintenance window for patching our services with the latest patches. This is performed by an external company who keep track of the latest security threats. We will take appropriate action to inform our customers and implement urgent patches asap.
Protective monitoring type Conforms to a recognised standard, for example CSA CCM v3.0 or SSAE-16 / ISAE 3402
Protective monitoring approach Microsoft monitors our external Cloud infrastructure and detects for example DDOS attacks. Microsoft has preventative measures in place to fight off these kinds of attacks.

We hire external help from a specialist third-party Cloud security company who do penetration testing on our Cloud system on a regular basis, to ensure it is and stays secure.

With any updates we implement, there is a potential risk, so G2 Speech has their own software development team, who specialise in Cloud security.

Should the external third-party company identify a potential risk, our development team are able to address this as a high-priority issue.
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 Our customers can report incidents by phone and also online via our single point of access helpdesk, the Kayako Support Suite. G2 Speech are trained in the ITIL approach (for the management of our services).

We hold regular service reviews with each customer, where we provide incident reports, which outline our performance with regards to responding to incidents, against the SLAs we have agreed with the customer.

Secure development

Secure development
Approach to secure software development best practice Conforms to a recognised standard, but self-assessed

Public sector networks

Public sector networks
Connection to public sector networks No

Pricing

Pricing
Price £35 to £529 per licence per year
Discount for educational organisations No
Free trial available Yes
Description of free trial A trial version of SpeechReport can be provided following discussion with each customer. During the Proof of Concept, the trial version will include software, but there may be charges for dictation hardware and project services, dependant on the requirements of the trial. A trial is typically available for a month.
Link to free trial To be provided following discussion with each customer.

Service documents

pdf document: Pricing document pdf document: Service definition document pdf document: Terms and conditions
Service documents
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