CTI Digital

Headless CMS and Microservices

This service is aimed at organisations looking to decouple websites and services away from traditional single platform systems to a more nimble, efficient and responsive Headless CMS with microservices to extend and integrate Council, Government and healthcare services for example.

Features

  • Certified: Developers, PCI Compliant, ISO27001 ISO9001, ITIL, microservices, solution architecture
  • Integrate: Sage, Salesforce, Xero, Raisers Edge
  • Integrate: Microsoft Dynamics NAV, SAP Business one, AI tools
  • Integrate: bespoke, ERP, CRM, Accounts, 3rd party data feeds
  • Marketing: HubSpot, Dotmailer, DotDigital, MailChimp, Campaign Monitor, Oracle Netsuite
  • Theme: Accessibility, WCAG, Mobile first, Responsive, Design, Theme, Templates
  • Optimise: User Experience UX, Conversion Rate Optimisation CRO, SEO
  • Payment: SagePay, Adyen, Braintree, PayPal, Klarna, Stripe, ApplePay, Stripe, Worldpay
  • Improve: Speed Optimisation, Cache, Content Distribution Network CDN, Scalable, Performance
  • Feature: B2B, B2C, Portal, Intranet, eLearning

Benefits

  • Project Management: Agile, SCRUM, Waterfall, Government Digital Services GDS
  • Quality Assurance QA: ISO 9001, ISO14001, Automated, Smoke, Unit, Testing
  • Research: User Journey, Customer Persona, Analytics, Business Intelligence, Split A/B
  • Team: UK Based, Certified, Strategy, Creative, Design, Marketing, Development
  • GDS: Discovery, Alpha, Prototype, Beta, Public Beta, Live
  • Specialist: Content Strategy, Card Sorting, Navigation Mapping, Integration, Migration, DevOps.
  • Clients: Government, Education, Local Council, Charity, Multi-nationals, Large, SME, Start-up
  • Hosting: Amazon AWS, Rackspace, UKFast, Azure, Scalable, Cloud, High Availability
  • Support: Maintenance, Service Level Agreement SLA, 24/7/365, 99.99% Uptime
  • Migration from: Drupal, Umbraco, SiteCore, WagtailCMS, Squiz, Wordpress

Pricing

£12,000 a unit

  • Education pricing available

Service documents

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 tenders@ctidigital.com. Tell them what format you need. It will help if you say what assistive technology you use.

Framework

G-Cloud 12

Service ID

1 7 7 2 3 7 8 4 1 5 6 5 7 1 2

Contact

CTI Digital Steve Gale
Telephone: 0161 713 2434
Email: tenders@ctidigital.com

Service scope

Software add-on or extension
Yes
What software services is the service an extension to
Ongoing website support and maintenance services.
Cloud deployment model
Private cloud
Service constraints
Headless CMS' are licenced through different tiers and the cost is determined by certain factors such as volume of content, for example. CTI would work with buyers to determine the most cost effective solution to meet their needs.
System requirements
  • No pre-existing system requirements, all Headless solution are SaaS based
  • Certain Headless CMS solutions require a software licence
  • Exposing internal systems, either require API or data layer access

User support

Email or online ticketing support
Email or online ticketing
Support response times
Response times differ depending upon the support package taken.
Critical Support: Office hours 9-5 support.
Critical faults - <1hr response time, target fix 8hrs
Non-critical faults - < 5 hr response time, target fix 3 days
Enterprise Support: 24/7, including weekends & Bank Holidays
Critical faults - <1hr response time, target fix 8hrs
Non-critical faults - <1hr response time, target fix 3days
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
24 hours, 7 days a week
Web chat support accessibility standard
WCAG 2.1 AA or EN 301 549
Web chat accessibility testing
Through our work with the RNIB, we have looked at a number of assistive technologies and used research provided by RNIIB. Our in-house QA team have a testing lab with a variety of different technologies and devices which allow us to continually test and check the standard.
Onsite support
Yes, at extra cost
Support levels
Response times differ depending upon the support package taken.

Critical Support: Office hours 9-5 support, from £750 / month
Critical faults - <1hr response time, target fix 8hrs
Non-critical faults - < 5 hr response time, target fix 3 days

Enterprise Support: 24/7, including weekends & Bank Holidays, from £2,500 / month
Critical faults - <1hr response time, target fix 8hrs
Non-critical faults - <1hr response time, target fix 3days
Support available to third parties
Yes

Onboarding and offboarding

Getting started
Our well-documented onboarding process guides you through a smooth service transition. Training can be conducted via Webex or at our Manchester Studio. (or at your premises at additional cost). 1 - Service orientation - General introductions - Key contract identifications - Systems introduction and access - Support service details - Onboarding process and timeline 2 - Systems orientation (on a dedicated workspace for you) - Service desk (reporting faults, checking progress) - JIRA (ticket management, project management) - Confluence (documentation, collaboration) - Reporting (SLA performance, budget management)
Service documentation
Yes
Documentation formats
  • HTML
  • ODF
  • PDF
End-of-contract data extraction
Application: We would provide a content export from the platform or handover to a new incumbent if required. You will have continuous access to export from the Atlassian suite.
End-of-contract process
We have a formula offboarding process which covers all of the steps needed to migrate control from CTI to with the buyer or a new incumbent.

Application: We would provide a content export from the platform or handover to a new incumbent if required.

Documentation: You will have continuous access to export from the Atlassian suite.

Handover: 2 x 1-hour webex / conference calls and 4 hours of helpdesk time to help facilitate and handover.

Using the service

Web browser interface
Yes
Supported browsers
  • Microsoft Edge
  • Firefox
  • Chrome
  • Safari 9+
Application to install
No
Designed for use on mobile devices
Yes
Differences between the mobile and desktop service
We take a mobile first approach to implementing responsive design techniques across 5 breakpoints, optimised for users accessing services either via mobile, tablet or desktop.
Service interface
Yes
Description of service interface
All our Headless CMS solutions and microservices platforms have a RESTful API layer to act as a service interface for other applications.
Accessibility standards
WCAG 2.1 AA or EN 301 549
Accessibility testing
We work with RNIB and a number of public sector bodies; so assistive technology support is part of our core service delivery. Our QA department have a range of assistive technology devices within the testbed and these devices form part of the front-end testing processes we normally undertake on websites, such as browser testing and usability testing.
API
Yes
What users can and can't do using the API
As we offer several Headless CMS and microservice solutions, varying degrees of capability is exposed via API across all platforms. All systems provide extensive API interfaces which enable users to add / edit / remove data, interact with workflows and other functions.
API documentation
Yes
API documentation formats
  • HTML
  • ODF
  • PDF
API sandbox or test environment
Yes
Customisation available
Yes
Description of customisation
Additional work can be commissioned such as API endpoints, custom integrations and additional creative design, UX services, as well as user testing and QA.

Scaling

Independence of resources
Each instance is provisioned independently.

Analytics

Service usage metrics
Yes
Metrics types
Google Analytics - We'll integrate GA allowing you to gain a valuable insight into goals in addition to how the user arrived at your site and their behaviour whilst they are on it.
Reporting types
  • Real-time dashboards
  • Regular reports
  • Reports on request

Resellers

Supplier type
Reseller providing extra support
Organisation whose services are being resold
Kentico, Umbraco, Microsoft Azure and Amazon Web Service (AWS)

Staff security

Staff security clearance
Staff screening not performed
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
  • European Economic Area (EEA)
User control over data storage and processing locations
Yes
Datacentre security standards
Supplier-defined controls
Penetration testing frequency
At least once a year
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
  • Physical access control, complying with SSAE-16 / ISAE 3402
  • Physical access control, complying with another standard
  • Encryption of all physical media
  • Scale, obfuscating techniques, or data storage sharding
Data sanitisation process
Yes
Data sanitisation type
  • Explicit overwriting of storage before reallocation
  • Deleted data can’t be directly accessed
Equipment disposal approach
A third-party destruction service

Data importing and exporting

Data export approach
Application: You will have continuous access to pull a copy from the code repository. Documentation: You will have continuous access to export from the Atlassian suite.
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)
  • Legacy SSL and TLS (under version 1.2)
Data protection within supplier network
  • TLS (version 1.2 or above)
  • Legacy SSL and TLS (under version 1.2)

Availability and resilience

Guaranteed availability
Response times differ depending upon the support package taken.
Critical Support: Office hours 9-5 support.
Critical faults - <1hr response time, target fix 8hrs
Non-critical faults - < 5 hr response time, target fix 3 days
Enterprise Support: 24/7, including weekends & Bank Holidays
Critical faults - <1hr response time, target fix 8hrs
Non-critical faults - <1hr response time, target fix 3days
Approach to resilience
Hosting is provided by Amazon Web Service (AWS) or Microsoft Azure, however alternatives are available if required. Our unique implementation details are available on request.
Outage reporting
We report system outages via multiple channels to nominated stakeholders (typically the Product Owner). Automated notifications, monitoring alerts, JIRA alert, Email, Text, Manual Notification, Call and Online Chat

Identity and authentication

User authentication needed
Yes
User authentication
  • 2-factor authentication
  • Public key authentication (including by TLS client certificate)
  • Identity federation with existing provider (for example Google Apps)
  • Username or password
Access restrictions in management interfaces and support channels
We can operate a detailed hierarchy of access permissions. Your application is 'self managed', allowing a superuser to manage others permissions. Public key authentication (including by TLS client certificate) Identity federation with existing provider (for example Google apps) Username or password
Access restriction testing frequency
At least once a year
Management access authentication
  • 2-factor authentication
  • Public key authentication (including by TLS client certificate)
  • Identity federation with existing provider (for example Google Apps)
  • 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
No
ISO 28000:2007 certification
No
CSA STAR certification
No
PCI certification
No
Other security certifications
Yes
Any other security certifications
Cyber Essentials Plus

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
CTI Digital Information Services Team (IST) has been established to manage information services within the organisation, chaired by a Technical Director or Director. The IST is made up of appropriate senior organisational managers. It exists, in part, to: Ensure that CTI Digital and its staff meet the requirements of extant UK legislation and regulations in relation to Information Security; Ensure that there is clear direction and visible management support for security initiatives within the organisation; Ensure that appropriate risk management assessments are resourced an undertaken; and Promote security through appropriate commitment and adequate resourcing.

Operational security

Configuration and change management standard
Supplier-defined controls
Configuration and change management approach
As an ITIL certified organisation we follow the practices and procedures set out within the framework. We adhere to best practice and rigorous QA process to review code before and test after deployment. Regular service reviews capture your requirements to security and make changes to our testing process and identifies remedial work that should take place to reach the new benchmark of compliance.
Vulnerability management type
Supplier-defined controls
Vulnerability management approach
We adhere to best practice for deploying patches to our service. The threat is assessed to identify urgency vs impact on a case by case basis. Our process is in line with standards set out in ISO27001.
Protective monitoring type
Supplier-defined controls
Protective monitoring approach
We implement New Relic monitoring to provide detail reports on service performance and ongoing vulnerability. Notifications are handled inline with our SLAs.

Service operates consistently: 24 hours a day, 7 days a week.
Critical Faults: Response within 1 Hour
Incident management type
Supplier-defined controls
Incident management approach
Certain service outages have automated recovery response potentially bringing services online within 2 minutes of an issue. We have common workflow process which resolve 80% of all issues. A further 10% of all issues are resolved with Systems administration intervention and only the final 10% of issues usually result in the need to write new code. Issues are reported by automated monitoring, service desk, helpline, email or chat. You receive realtime access to incident reports, and are sent regular service performance reports.

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
£12,000 a unit
Discount for educational organisations
Yes
Free trial available
No

Service documents

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 tenders@ctidigital.com. Tell them what format you need. It will help if you say what assistive technology you use.