Britannic Technologies

Smart Self Service

Smart Self Service allows clients to expose customer or user facing functionality from legacy core systems of record to users requiring an optimised and simple sub routine process.

Our solution can expose advanced features and modules for a complete Online Account Management setup.

Features

  • Customer record
  • Analytics
  • Case management & ticketing lifecycle
  • Products & service entitlement
  • Billing & invoices
  • Contracts, payment & receipts
  • Surveys & feedback
  • Content & marketing
  • Service & appointment scheduling
  • Admin console to manage all your customer needs

Benefits

  • Consolidating applications into core architecture
  • Extend hours of operation. 24x7 service desk
  • Lowering cost to serve and cost to fulfil
  • Reduce IT cost, redeploying headcount in high value areas
  • Reducing integration costs and api maintenance
  • Consolidating applications into core architecture
  • Improving productivity, automate high volume complex tasks
  • Improving effectiveness categorise/ organise incoming requests
  • Improving efficiency, speed to resolution and satisfaction
  • Users can respond more easily with Smart Actions

Pricing

£1000 per unit per month

Service documents

Framework

G-Cloud 11

Service ID

1 1 0 7 0 3 0 4 1 8 9 8 2 3 5

Contact

Britannic Technologies

Jonathan Sharp

01483242554

jsharp@btlnet.co.uk

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
Web portals
Call Centre systems
Cloud deployment model
Public cloud
Service constraints
N/A
System requirements
None. Fully managed solution

User support

Email or online ticketing support
Email or online ticketing
Support response times
Within 1 hours
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
24 hours, 7 days a week
Web chat support
Web chat
Web chat support availability
9 to 5 (UK time), Monday to Friday
Web chat support accessibility standard
None or don’t know
How the web chat support is accessible
Via Britannic's website
Web chat accessibility testing
N/A
Onsite support
Yes, at extra cost
Support levels
Standard support is included in the monthly service charge

A named account manager is made available to all customers
Support available to third parties
Yes

Onboarding and offboarding

Getting started
Onsite training, online training & user documentation
Service documentation
Yes
Documentation formats
PDF
End-of-contract data extraction
This is requested and the data will be extracted / deleted when the contact ends.
End-of-contract process
At the end of the contract the customer can continue to use the service (contract extension) or terminate use accordingly. There are no financial penalties or costs to terminate contract at end of agreed term or extend beyond initial term, commencing a new term, which triggers monthly service charge and transactions charges accordingly.

Using the service

Web browser interface
Yes
Supported browsers
  • Internet Explorer 9
  • Internet Explorer 10
  • Internet Explorer 11
  • Microsoft Edge
  • Firefox
  • Chrome
  • Safari 9+
  • Opera
Application to install
No
Designed for use on mobile devices
Yes
Differences between the mobile and desktop service
Service works on all platforms. Only difference is amount of real estate utilised.
Service interface
Yes
Description of service interface
There is a dashboard which provides reporting, analytics & configuration
Accessibility standards
None or don’t know
Description of accessibility
N/A
Accessibility testing
N/A
API
Yes
What users can and can't do using the API
Flexible API set available
API documentation
Yes
API documentation formats
  • Open API (also known as Swagger)
  • PDF
API sandbox or test environment
No
Customisation available
Yes
Description of customisation
The system can be tailored

Scaling

Independence of resources
We use elastic scaling to not impact upon demand of the service.

Analytics

Service usage metrics
Yes
Metrics types
Yes. Eg's include:
#of interactions
#of actions
type of interactions
Reporting types
  • API access
  • Real-time dashboards
  • Regular reports
  • Reports on request

Resellers

Supplier type
Reseller providing extra features and support
Organisation whose services are being resold
Bizvu

Staff security

Staff security clearance
Other security clearance
Government security clearance
Up to Security Clearance (SC)

Asset protection

Knowledge of data storage and processing locations
Yes
Data storage and processing locations
EU-US Privacy Shield agreement locations
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 every 6 months
Penetration testing approach
‘IT Health Check’ performed by a CHECK service provider
Protecting data at rest
Physical access control, complying with CSA CCM v3.0
Data sanitisation process
Yes
Data sanitisation type
Deleted data can’t be directly accessed
Equipment disposal approach
In-house destruction process

Data importing and exporting

Data export approach
Csv
Data export formats
CSV
Data import formats
CSV

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
99.95% uptime SLA
Service credits are provided to the value of 3.5% of the monthly service charge should this SLA not be met, per day up to a maximum of 100% of the monthly service charge for each month impacted. The service credits will be refunded to the customers account and notification provided.
Approach to resilience
Available upon request
Outage reporting
Email alerts

Identity and authentication

User authentication needed
Yes
User authentication
Username or password
Access restrictions in management interfaces and support channels
Management interfaces are securely accessed via password control aligned to user profiles and privileges. Access to support channels is restricted to agreed named contacts within our customers - which are recorded on our CRM system - to ensure they have the authority to contact us for support and corresponding management control.
Access restriction testing frequency
At least once a year
Management access authentication
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

Standards and certifications

ISO/IEC 27001 certification
Yes
Who accredited the ISO/IEC 27001
BSI
ISO/IEC 27001 accreditation date
08/04/2014
What the ISO/IEC 27001 doesn’t cover
Third party suppliers who do not directly impact the BTL Information Security
ISO 28000:2007 certification
No
CSA STAR certification
No
PCI certification
No
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
Britannic Technologies Information Security is supported by ISMS framework of approved, communicated and published policies and procedures that includes all legal, physical and technical controls. BTL Information Security Policy as well as all other ISMS policies and procedures apply to all Britannic employees, while 3rd party management is governed by BTL 3rd Party Information Security Compliance Policy and annual suppliers reviews. Our management processes have been aligned to ISO/IEC 27001 and include (but are not limited to): Network Management, IT, Operations Security, Projects, Access Control, Suppliers Management, Asset Management, Human Resources Security. Due to evolving nature of information security, all BTL management processes are frequently reviewed to ensure Britannic Technologies remains in compliance with relevant legal and regulatory requirements of ISO/IEC 27001 and guidelines of ISO/IEC 27002. All ISMS Policies and Procedures have been approved by BTL Managing Director and Information Security Management Forum, made up of members of the Senior Management Team. BTL Information Security Management Forum carries an annual review of Information Security Policies and Procedures which can be also reviewed at other times as dictated by operational needs.

Operational security

Configuration and change management standard
Supplier-defined controls
Configuration and change management approach
Any change requests are recorded through the service desk, logged and tracked - time bound. We then review change requests through our change management process. These are reviewed for a range of aspects, including potential security impact. All changes are recorded.
Vulnerability management type
Supplier-defined controls
Vulnerability management approach
We have implemented vulnerability management process fully compliant with ISO 27001:2013.
In order to identify potential threats we have:
- compiled an inventory of assets connected to our network
- identified critical systems and at-risk systems
- established timely and scheduled patch management process
- established a process ensuring programs and apps run the latest software versions
- established remediation timelines
We review and classify all vulnerabilities and associated threats on a regular basis as well as rate risks according to our stated risk categorisation and assign a remediation timeline to each risk.
We conduct a regular vulnerability testing/scanning process.
Protective monitoring type
Supplier-defined controls
Protective monitoring approach
Britannic Technologies have implemented protective monitoring as a part of our risk management strategy. We collect and analyse log and event data which allows us to detect and promptly alert on operational and security issues related to a wide range of compliance and risk concerns. As a result we obtain information required to allow us to respond to incidents in a timely manner and to establish sufficient internal security controls for ongoing compliance with ISO 27001:2013 requirements.
Incident management type
Supplier-defined controls
Incident management approach
We have pre-defined processes for common events. Users can log tickets by phone, email or web portal. Tickets are timed from the point of being logged to closure. Each ticket type (Minor, Major & Critical) has an SLA, we monitor ticket closure & escalation processes. We have set up automated escalation at set times depending upon each type of ticket. We provide incident reports / RFO's as applicable.

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
No

Pricing

Price
£1000 per unit per month
Discount for educational organisations
No
Free trial available
No

Service documents

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