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

£12,000 a unit

• Education pricing available

Service documents

• Pricing document

  PDF

• Skills Framework for the Information Age rate card

  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 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

177237841565712

Contact

Steve Gale
0161 713 2434
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

• Pricing document

  PDF

• Skills Framework for the Information Age rate card

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