G-Cloud 11 services are suspended on Digital Marketplace

If you have an ongoing procurement on G-Cloud 11, you must complete it by 18 December 2020. Existing contracts with Capita Business Services Limited are still valid.
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.

Features

  • 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

Benefits

  • 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

Pricing

£300 to £1,200 a person a day

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 engagewithus@capita.co.uk. Tell them what format you need. It will help if you say what assistive technology you use.

Framework

G-Cloud 11

Service ID

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

Contact

Capita Business Services Limited Capita Business Services Ltd
Telephone: 08702407341
Email: engagewithus@capita.co.uk

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

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

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

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
API
Yes
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.

Scaling

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

Analytics

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

Resellers

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 clearance
Conforms to BS7858:2012
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)
  • 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 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 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

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

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

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

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

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

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

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

Pricing

Price
£300 to £1,200 a person a day
Discount for educational organisations
No
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 engagewithus@capita.co.uk. Tell them what format you need. It will help if you say what assistive technology you use.