Capita Business Services Limited

Website, Mobile and Content Management System (CMS) and Services

From the Enterprise Class functionality and power of Sitecore; to the efficiencies, cost effectiveness of Open Source CMS platforms of Drupal, Magento and Umbraco. With a user centered design approach, GDS Digital by Default and channel shift; our creative and innovative team will help shape your digital strategy.


  • Enterprise CMS Sitecore Gold Partner
  • Open Source CMS Drupal 7 - 8, Magento and Umbraco
  • Artificial Intelligence (AI), Chatbots, Voice Assistants
  • Accessibility testing and development, QA and Test Consultancy
  • Mobile Development (iOS / Android / Xamarin)
  • Front End Development, Open Source Intranet Development
  • Agile and waterfall methods of project management
  • Experienced government digital partner


  • A clear understanding of the functionality to be developed
  • Detailed plan of when the site will go live
  • Assurance that your project will be delivered on time
  • Rigorous resting will ensure you site is accessible across devices
  • Maximise engagement with UX and design consultancy throughout
  • Experienced in GDS design principles, Digital by Default
  • Informed Information Architecture (IA)/ site structure
  • Channel shift to ensure citizens fast access to information/ services
  • Digital transformation to enhance and support more traditional methods
  • Stakeholder management to ensure seamless project delivery


£300 to £1200 per person per day

Service documents


G-Cloud 11

Service ID

2 4 9 6 0 5 0 3 7 7 6 6 8 6 9


Capita Business Services Limited

Capita Business Services Ltd


Service scope

Service scope
Software add-on or extension No
Cloud deployment model
  • Public cloud
  • Private cloud
Service constraints Maintenance as required, inline with security updates and software patches
System requirements Appropriate Software Licensing based on CMS requirements

User support

User support
Email or online ticketing support Email or online ticketing
Support response times P1 within 30 minutes P2 within 1 hour P3 and P4 within 90 minutes
User can manage status and priority of support tickets Yes
Online ticketing support accessibility WCAG 2.1 AA or EN 301 549
Phone support Yes
Phone support availability 24 hours, 7 days a week
Web chat support No
Onsite support Yes, at extra cost
Support levels Standard, Bronze, Silver, Gold and Platinum Orange Bus have designed and shaped a range of bespoke support packages to help ensure that the correct service level is presented to match with your business needs. The varying package levels are made up from a bundle of service options selected to cater to the more front facing high-ended business critical systems, whilst also provisioning for the smaller background non-critical services. ITIL Support Desk and Client Lead for any non technical related issues. Costs are calculated based on support needs.
Support available to third parties Yes

Onboarding and offboarding

Onboarding and offboarding
Getting started We can provide onsite personal training, training online via a webinar and provide user manual and training materials. The team will deliver onsite training to the core project team and users of the system, covering the main features of the platform, how to administer the platform and how to work with workflows and other features. For content based platforms, we will provide editorial sessions to focus on content entry, designed for marketing / content teams.
Service documentation Yes
Documentation formats HTML
End-of-contract data extraction An appropriate end of contract plan will be agreed subject to any charges for services that are deemed out of scope.
End-of-contract process A Statement of Work will detail what is 'in' and 'out' of scope of the contract. Termination notice as per the contractual terms will start the end of the contract process. An appropriate end of contract plan will be agreed subject to any charges for services that are deemed out of scope.

Using the service

Using the service
Web browser interface Yes
Supported browsers
  • Internet Explorer 11
  • Microsoft Edge
  • Firefox
  • Chrome
  • Safari 9+
Application to install No
Designed for use on mobile devices Yes
Differences between the mobile and desktop service N/a
Service interface Yes
Description of service interface CMS Administration via a web browser
Accessibility standards WCAG 2.1 AA or EN 301 549
Accessibility testing Voice-over / screen reader software on desktop and mobile applications
What users can and can't do using the API API availability can be enabled as per clients individual requirements for example, integration with 3rd party applications such as marketing automation, external database feeds and CRM systems.
API documentation Yes
API documentation formats
  • Open API (also known as Swagger)
  • PDF
API sandbox or test environment Yes
Customisation available Yes
Description of customisation Each CMS is fully customisable to meet the needs of the project / business. Customisation is designed by working with the team, we can train your staff to customise themselves or we can deliver a managed service and deliver all customisations in-house.


Independence of resources Auto-scaling via hosting on Azure or AWS removes the risk of service degradation


Service usage metrics Yes
Metrics types We provide analytics via google tag manager and any other 3rd party tools that are required to deliver the required metrics
Reporting types API access


Supplier type Reseller providing extra features and support
Organisation whose services are being resold Sitecore, Microsoft, Durpal (Acquia), Magento and Umbraco, AWS and Azure

Staff security

Staff security
Staff security clearance Conforms to BS7858:2012
Government security clearance Up to Developed Vetting (DV)

Asset protection

Asset protection
Knowledge of data storage and processing locations Yes
Data storage and processing locations
  • United Kingdom
  • European Economic Area (EEA)
  • EU-US Privacy Shield agreement locations
User control over data storage and processing locations Yes
Datacentre security standards Managed by a third party
Penetration testing frequency At least once a year
Penetration testing approach Another external penetration testing organisation
Protecting data at rest Other
Other data at rest protection approach Data is encrypted at rest in the AWS and Azure hosting environment using a combination of AWZ/Azure and if required 3rd party tools.
Data sanitisation process Yes
Data sanitisation type Deleted data can’t be directly accessed
Equipment disposal approach A third-party destruction service

Data importing and exporting

Data importing and exporting
Data export approach Customers or Supplier can export data using the CMS administration tool
Data export formats Other
Other data export formats Using the CMS administration tool
Data import formats Other
Other data import formats Using the cms administration tool

Data-in-transit protection

Data-in-transit protection
Data protection between buyer and supplier networks
  • Private network or public sector network
  • TLS (version 1.2 or above)
Data protection within supplier network
  • TLS (version 1.2 or above)
  • IPsec or TLS VPN gateway

Availability and resilience

Availability and resilience
Guaranteed availability Supplier will maintain a consistent uptime percentage of at least 99.95%. This figure excludes time required for upgrades, patches, security fixes or maintenance windows pre-agreed with The Client, or where the operating system or application requires rebooting or excessive restart time during such maintenance. A service credit agreement is discussed with the individual client. A service credit agreement is discussed with the individual client.
Approach to resilience Resilience is provided via multi-availability zones, self-healing and auto-scaling solutions and through Infrastructure as Code. We also provide optional cross region disaster recovery solutions. Supplier hosting solutions use advanced resilience features such as load balancing, replication and clustering as an integral part of all systems required to be highly available. Supplier proactive monitoring systems not only provide alerts any events a system is currently experiencing, but also provide usage data that Supplier can employ to model service usage and predict growth points where additional resources need to be applied.
Outage reporting We use multiple monitoring tools with integrations in to on call systems as well as proactive, self healing and monitoring solutions. All system components (physical and logical) are monitored on an ongoing basis to ensure they are operating within defined parameters with the intention of allowing proactive action to take place before events become service affecting. Availability monitoring is in place from multiple geographically diverse locations, providing immediate notification of any site availability issues. Our monitoring also provides trend analysis to predict future growth patterns and inform scalability decisions. Alert levels are reviewed on an ongoing basis to ensure we have a complete and accurate picture of system health.

Identity and authentication

Identity and authentication
User authentication needed Yes
User authentication
  • 2-factor authentication
  • Username or password
Access restrictions in management interfaces and support channels User roles, privileges, security groups.
Access restriction testing frequency At least once a year
Management access authentication
  • 2-factor authentication
  • Username or password

Audit information for users

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 User-defined
Access to supplier activity audit information Users contact the support team to get audit information
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 BAB
ISO/IEC 27001 accreditation date 22/09/2016
What the ISO/IEC 27001 doesn’t cover All systems that are not managed by Orange Bus a trading name of Capita Business Services Limited
ISO 28000:2007 certification No
CSA STAR certification No
PCI certification No
Other security certifications Yes
Any other security certifications Cyber Essentials

Security governance

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 Orange Bus a Trading Name of Capita Business Services Limited (CBSL) follow the CBSL cyber and information policy and standards. We have a divisional team the provides gap analysis and upward reporting of exceptions to the standards. We can provide a cyber and information policy on request.

Operational security

Operational security
Configuration and change management standard Supplier-defined controls
Configuration and change management approach Infrastructure as Code practices are in place to enable traceability, auditing and change control. Additionally, Config Rule sets are in place to ensure compliance with defined configuration standards. Lastly, Change Control Board is in place to enable visibility, peer review and governance around change.
Vulnerability management type Supplier-defined controls
Vulnerability management approach We employ internal processes using vendor and third party security tools which allow us to scan code and infrastructure internally as well as externally to identify and assess any potential vulnerabilities. As well as regular patching, we action high severity vulnerabilities as soon as we receive notification from vendor regarding security vulnerabilities.
Protective monitoring type Supplier-defined controls
Protective monitoring approach We review all applications against OWASP tool for vulnerabilities. We also provide manual and automated review of infrastructure monitoring for both AWS and Azure hosted estates. We respond to incidents based on severity and inline with SLA's.
Incident management type Supplier-defined controls
Incident management approach Users report incidents via the ITIL service desk who triage cases and assign to appropriate teams, making use of SOP where available. Incident reports are provided via service desk and project management office on request. Standard process can be adapted to meet the needs of the client.

Secure development

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

Public sector networks
Connection to public sector networks Yes
Connected networks Other
Other public sector networks Any public sector network given security clearance / API availability


Price £300 to £1200 per person per day
Discount for educational organisations No
Free trial available No

Service documents

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