CGI - Robotic Process Automation (RPA) as a Service
CGI provides end-to-end services for our clients to realise and optimise a range of benefits through accelerated adoption of Robotic Process Automation (RPA) and Artificial Intelligence (AI). We deliver complex world-class virtual workforce solutions to assist clients on their journey through digitisation of processes — ensuring enhanced stakeholder digital experiences.
- Utility based pricing model, providing entry level into RPA
- Monitoring and management of Cloud Infrastructure and Virtual Workforce Environment
- Automated management of VirtualWorkforce through Bot Optimal Schedule Supervisor
- Dynamic scheduling based on combined priorities/defined run times
- Proactive monitoring and automatic triage
- Workload reallocation to available workers, for any worker becoming unavailable
- Raising of incidents in the event of process/worker failure
- Management, investigation and remediation of automation process exceptions
- Virtual Worker workload management for optimal productivity of Virtual Workforce
- Sectors:Justice, Policing, Prosecution, Courts, Prisons, Probation, Central Government, Education,
- No upfront investment in infrastructure or RPA software licences
- Proven automation methodology enabling reduced implementation and operating costs
- Accelerated realization of wide ranging business benefits delivered by automation
- Continuous monitoring and optimisation of virtual workforce for maximised productivity
- Improved operational efficiency and output capacity
- Suitably controlled robotic automation operations and changes
£478 per person
- Pricing document
- Skills Framework for the Information Age rate card
- Service definition document
- Terms and conditions
- Modern Slavery statement
|Software add-on or extension||No|
|Cloud deployment model||Hybrid cloud|
|Service constraints||Notification of planned maintenance will be provided at least 24 hours in advance and six hours notice of emergency maintenance will be provided where possible. Maintenance windows are between the hours of 18:00 and 08:00 (UK local time) on a normal business day and/or between the hours of 08:00 and 12:00 (UK local time) on a non-business day.|
|Email or online ticketing support||Email or online ticketing|
|Support response times||
Submission of incidents via e-mail or via CGI’s Service Desk, if the customer already has a CGI Service Desk in place (available as an additional service).
Priority 1: within 30 minutes.
Priority 2 : within 1 hour
Priority 3: within 4 hours
Priority 4: within 8 hours from receipt of call
|User can manage status and priority of support tickets||No|
|Web chat support||No|
|Onsite support||Yes, at extra cost|
Priority 1 Respond within 30 minutes, resolution or work-around within 24 hours
Priority 2 Respond within 1 hour. resolution or work around within 3 Working Days
Priority 3 Respond within 4 hours, resolution or work around within 10 Working Days & Permanent Solution in next release
Priority 4 Respond within 8 hours, resolution or work around within 30 Working Days & Permanent Solution in next major release
|Support available to third parties||No|
Onboarding and offboarding
A typical on-boarding project comprises a Discovery phase, which documents and prioritises the tools and integrations required, how resources will be authenticated and what data might need to be imported. Hosting and security aspects are also discussed and agreed. It defines an agreed, prioritised scope for the remainder of on-boarding project.
An Alpha phase delivers an Interim Operational Capability which is limited to a small proportion of the capability available to the programme. This is not just a prototype – the parts that are included are fully functional and typically comprise the capability available to a single project on the programme. It is normally followed by a review at which the scope and priorities for the remainder of the on-boarding are agreed.
A Beta phase delivers the Final Operational Capability with the full agreed scope. This may include some re-work of the Alpha delivery as agreed at the review. The duration of the Beta phase depends on the complexity of integrations required, sources and formats of data to be imported and the number of tools to be configured, as well as the security architecture and any penetration testing required
|End-of-contract data extraction||
Data is not typically held within the RPAaaS environment and remains in the customers own business applications.
Where transient data is required to be held within the environment, this will be agreed with the customer before process implementation and is typically purged once processed
All automation process schedules will be stopped and automation processes retired. Credentials held and used by the Virtual Workers will be disabled by the customer and deleted from the Virtual Workforce credentials store.
Any network or VPN connectivity will be terminated.
Using the service
|Web browser interface||No|
|Application to install||No|
|Designed for use on mobile devices||No|
|Description of customisation||Each Robotic Process Automation is bespoke to the customers specific business process being automated and as such, is customized to that requirement|
|Independence of resources||Hosted on CGI’s Private Cloud, the RPAaaS environment can scale both up (additional resources per Virtual Machine) and out (additional Virtual Machines).|
|Service usage metrics||Yes|
Time consumed per Virtual Worker per process.
Time consumed per work item/transaction
|Reporting types||Reports on request|
|Supplier type||Reseller providing extra support|
|Organisation whose services are being resold||PLease contact CGI for more details|
|Staff security clearance||Other security clearance|
|Government security clearance||Up to Developed Vetting (DV)|
|Knowledge of data storage and processing locations||Yes|
|Data storage and processing locations||United Kingdom|
|User control over data storage and processing locations||Yes|
|Datacentre security standards||Managed by a third party|
|Penetration testing frequency||Less than once a year|
|Penetration testing approach||Another external penetration testing organisation|
|Protecting data at rest||Physical access control, complying with another standard|
|Data sanitisation process||Yes|
|Data sanitisation type||Explicit overwriting of storage before reallocation|
|Equipment disposal approach||A third-party destruction service|
Data importing and exporting
|Data export approach||
Data is not typically held within the RPAaaS environment and remains in the customers own business applications.
Where transient data is required to be held within the environment, this will be agreed with the customer before process implementation and is typically purged once processes
|Data export formats||Other|
|Data import formats||Other|
|Data protection between buyer and supplier networks||Private network or public sector network|
|Data protection within supplier network||
|Other protection within supplier network||Windows Communication Framework (WCF)|
Availability and resilience
|Guaranteed availability||The service is designed to provide 95% availability|
|Approach to resilience||CGI’s private cloud provides the infrastructure resilience for the environment. CGI’s master management process (BOSS), provides resilience across the Virtual Workers, detecting any issues with the Virtual Workers and reallocated scheduled work to other available Virtual Workers.|
The system is monitored using a third-party monitoring tool, with alerts and incidents being raised automatically in the event of an outage.
Any outage for an individual automation process is handled via CGI’s standard incident management process, which can be reported against.
Identity and authentication
|User authentication needed||Yes|
|Other user authentication||Each Virtual Worker has their own unique identity when accessing the environment’s resources and business applications|
|Access restrictions in management interfaces and support channels||All systems processes access the database using a dedicated system user account. Access to the database for admin users is controlled by adding such users to a dedicated admin user group, which in turn is granted admin access to the database.|
|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 contact the support team to get audit information|
|How long user audit data is stored for||Between 1 month and 6 months|
|Access to supplier activity audit information||Users contact the support team to get audit information|
|How long supplier audit data is stored for||Between 1 month and 6 months|
|How long system logs are stored for||Between 1 month and 6 months|
Standards and certifications
|ISO/IEC 27001 certification||Yes|
|Who accredited the ISO/IEC 27001||AFNOR UK Ltd (UKAS Registration No.022)|
|ISO/IEC 27001 accreditation date||19/09/2016|
|What the ISO/IEC 27001 doesn’t cover||
Nothing is NOT covered.
The following IS covered from a Technical perspective: Provision of outsourcing services including managed infrastructure services, contact centre services, service desk services, management of print and email, application development, maintenance and support services.
The following IS covered from a Business perspective: The provision of outsourcing, project and consultancy services, including development and delivery activities, plus the management of people, technologies and physical security.
|ISO 28000:2007 certification||No|
|CSA STAR certification||No|
|Other security certifications||No|
|Named board-level person responsible for service security||Yes|
|Security governance certified||Yes|
|Security governance standards||ISO/IEC 27001|
|Information security policies and processes||
Our security, information security and data protection management system for CGI is established through the Enterprise Security Management Framework (ESMF). The framework applies to the work we conduct for ourselves and for clients under UK contracts. All CGI UK members and contractors are expected to comply with its principles and processes.
The ESMF is comprised of:
A first level suite of security policies and security requirements that apply across the CGI enterprise.
A second level set of standards set out how these policies and requirements are met, these being detailed within the following operational categories:- Access Control- Operations- Technology- Applications- Data management- HR and Organisation- Physical
|Configuration and change management standard||Supplier-defined controls|
|Configuration and change management approach||CGI has a robust configuration and change management process adapted specifically for Cloud Services. This will be agreed with the customer in a configuration plan deliverable. This records the roles/people responsible and the change process to be followed and if deviation from standard configuration is required. Deviation (change) requires signoff from both the client and CGI and is closely tracked|
|Vulnerability management type||Conforms to a recognised standard, for example CSA CCM v3.0 or SSAE-16 / ISAE 3402|
|Vulnerability management approach||All CGI and customer managed systems are kept current with vendor patches (both operational and security) with vulnerability tests performed regularly. Systems are prioritized based on criticality of known vulnerabilities. All changes are strictly controlled through CGI’s change management process.|
|Protective monitoring type||Conforms to a recognised standard, for example CSA CCM v3.0 or SSAE-16 / ISAE 3402|
|Protective monitoring approach||Please see the CGI - Security Operations Centre (SOC) - Protective Monitoring Service for full details of these processes|
|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||
CGI has a very well-defined security incident management standard and supporting process to handle all phases of a security incident. Responsibilities are clearly defined at all levels. Priorities are established to ensure the timely resolution of incidents. Records of incidents are maintained and reported to senior management. Incidents considered to be severe (high priority) are managed through CGI’s Incident Management Centre (IMC), who coordinate/escalate all required parties based on priority. Collection/preservation of evidence is carefully observed throughout the process.
Incident exercises are performed regularly to ensure the process works as expected when needed.
|Approach to secure software development best practice||Supplier-defined process|
Public sector networks
|Connection to public sector networks||No|
|Price||£478 per person|
|Discount for educational organisations||No|
|Free trial available||No|