FCO Services

Official End User Device

FCO Services’s End User Device package provides a secure and assured solution for your desktop, laptop or tablet requirements. You can choose the EUD type, the software needed plus there’s the option to use our accredited team of highly skilled security-cleared experts to support you.
For Government. By Government.

Features

  • Comprehensive deployment to Desktop, Laptop or tablet
  • Fully managed windows 10
  • UK Crown hosted datacentre
  • Asset managed and tagged devices
  • Managed software distribution and build management
  • Group policy to configure Windows 10 to NCSC standards
  • Image can include up to 5 (agreed) applications
  • ISO 27001, ISO 20000, ISO 9001 certified organsition
  • Cyber Essentials Plus accredited

Benefits

  • In government partner
  • Hosted on secure UK Crown property
  • Unique mix of civil service and commercial expertise
  • 100% UK Security Cleared staff
  • Single point of contact for all end user services
  • Service Integration and SIAM ability to manage all ITIL processes
  • Agile delivery with capacity to flex to increase in demand
  • Highly experienced in working with public sector organisations
  • Simplified and transparent service reporting
  • Service desk support tailored for specific business needs

Pricing

£31.25 per device per month

Service documents

Framework

G-Cloud 11

Service ID

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

Contact

FCO Services

Elizabeth Arneill

01908 515789

lizarneill.dosframework@fcos.gov.uk

Service scope

Service scope
Service constraints FCO Services's managed desktop covers Windows only. Available options will depend on client's current licensing schemes.
System requirements
  • Windows 8.1/10 compatible
  • X86/x64 hardware

User support

User support
Email or online ticketing support Email or online ticketing
Support response times Based on the priority of the ticket, FCO Services can respond within 30 minutes on a 24x7/365 basis.
User can manage status and priority of support tickets No
Phone support Yes
Phone support availability 24 hours, 7 days a week
Web chat support No
Onsite support Yes, at extra cost
Support levels The FCO Services Global Support Centre (GSC) acts as the single point of contact for the receipt of all interactions, incidents and service requests from the Customer’s nominated representative (s) with the service capable of delivering operational support and management on a 24x7x365 basis.
Standard GSC Operational hours: 0900-1700 Mon-Fri excl. UK public holidays
Accepted methods of contact include customer contact via telephone and email which may result in the subsequent creation of an incident or service request.
The GSC can be contacted for support by customers in either one of two ways
1. By telephone
2. Via email with the customer utilising an FCO Services defined template for email communications
Support available to third parties Yes

Onboarding and offboarding

Onboarding and offboarding
Getting started FCO Services can provide training for users and administrators as required; this can come in multiple formats such as: floor-walkers or training documentation.
Service documentation Yes
Documentation formats PDF
End-of-contract data extraction Localised backup and file transfer
End-of-contract process End user devices to be returned to FCO Services where images are wiped

Using the service

Using the service
Web browser interface No
API No
Command line interface No

Scaling

Scaling
Scaling available No
Independence of resources Each customer is provisioned with its own environment isolated from other customers with its own resources and capacity. Shared infrastructure is systematically capacity managed to understand and resolve any potential demand issues.
Usage notifications Yes
Usage reporting
  • Email
  • Other

Analytics

Analytics
Infrastructure or application metrics Yes
Metrics types
  • CPU
  • Disk
  • Memory
  • Number of active instances
Reporting types
  • Regular reports
  • Reports on request

Resellers

Resellers
Supplier type Reseller providing extra features and support
Organisation whose services are being resold Microsoft, Amazon, ServiceNow

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
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 once a year
Penetration testing approach In-house
Protecting data at rest Encryption of all physical media
Data sanitisation process Yes
Data sanitisation type Explicit overwriting of storage before reallocation
Equipment disposal approach Complying with a recognised standard, for example CSA CCM v.30, CAS (Sanitisation) or ISO/IEC 27001

Backup and recovery

Backup and recovery
Backup and recovery Yes
What’s backed up
  • VM
  • Files
Backup controls FCO services manage all back-ups
Datacentre setup Multiple datacentres
Scheduling backups Supplier controls the whole backup schedule
Backup recovery Users contact the support team

Data-in-transit protection

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

Availability and resilience

Availability and resilience
Guaranteed availability The standard GSAE platform service offering is made with a target availability of 99.5% that factors in platform level resilience for customer tenancies - reducing the risk of service disruption in the event of hardware/software failures of platform level components.
Service availability of the platform is supported by FCO Services using an integrated approach consisting of event, incident, problem and change management.

Note: Availability calculations are based on the agreed hours of support and operation with regular maintenance windows (e.g. security patching) pre-defined and utilised for operational management activities. Planned outages, because of change events and activity, are excluded from availability calculations.
Approach to resilience FCO Services ‘secure hosting’ platform has been designed and built with resilience in mind to remove single points of failure - from customer accessibility using secure networks through to high availability of physical infrastructure components that are located in two physical locations.
Outage reporting FCO Services takes a customer centric, integrated, approach for event, incident, problem and change management activities where any outages, planned or unplanned, involve prompt and efficient customer notification through the appropriate channels of communication.

Identity and authentication

Identity and authentication
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
  • Other
Other user authentication FCO Services EUD standard authentication is username and password for non administrative accounts, with Bitlocker used to secure device access; further authentication can be applied in accordance with customer requirements.
Access restrictions in management interfaces and support channels Management interfaces are restricted to key support personnel, audited and monitored, accessed through dedicated hardware device and dedicated Bastion infrastructure.
Secure devices follow National Cyber Security Centre (NCSC) guidance; Bastion infrastructure requires 2 factor authentication to access management interfaces.
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)
  • Limited access network (for example PSN)
  • Dedicated link (for example VPN)
  • Username or password
  • Other
Description of management access authentication FCO Services EUD standard authentication is username and password for non administrative accounts, with Bitlocker used to secure device access; further authentication can be applied in accordance with customer requirements.
Devices users manage the service through
  • Dedicated device on a segregated network (providers own provision)
  • Dedicated device on a government network (for example PSN)

Audit information for users

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 Less than 1 month
Access to supplier activity audit information Users contact the support team to get 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

Standards and certifications
ISO/IEC 27001 certification Yes
Who accredited the ISO/IEC 27001 BSI
ISO/IEC 27001 accreditation date 14/1/2019
What the ISO/IEC 27001 doesn’t cover This is in scope:
FCO Services Global Digital Technology including infrastructure, development, operations and support for Secure Managed and hosted IT Services holding information up to "OFFICIAL" tier of the UK Government's classification scheme in accordance with statement of Applicability dated 27 July 2018.
ISO 28000:2007 certification No
CSA STAR certification No
PCI certification No
Other security certifications Yes
Any other security certifications
  • Cyber Essentials Plus
  • ISO 20000
  • ISO 9001
  • ISO 22301

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 The applications will process and store data classified as OFFICIAL in the Government Security Classification scheme.
FCO Services adheres to the following ISO standards:
* 27001 (Information Security Management)
* 20000 (Service Management System)
* 9001 (Quality Management)
* 22301 (Business Continuity Management)
* Cyber Essentials Plus.

As well as aligning to the ITIL framework for managing and delivering FCO Services products and services.

Operational security

Operational security
Configuration and change management standard Supplier-defined controls
Configuration and change management approach The FCOS Configuration Management System is used to manage and maintain FCOS Products, Services and Components as well as associated customer assets and services.
A standardised data model of technical and non-technical components ensures Configuration Items are managed in a consistent controlled manner aiding the evaluation of impacts and risks during the Change Management process.
Our Change Management capability is used for service introduction, retirement, patching and additional enhancements/changes. By utilising a consistent, structured approach, we're able to mitigate the risks associated with change whilst ensuring timely and appropriate communications with customers in relation to potentially service impacting change events.
Vulnerability management type Supplier-defined controls
Vulnerability management approach FCO Services vulnerability management approach is aligned to meet the Information Assurance requirements expected by all HMG organisations as well as international standards for information Security management (e.g. Cabinet Office Security Policy Framework, ISO/IEC 27001:203).
This ensures that both internal and client systems managed by FCO Services are subject to standard procedures for the identification of vulnerabilities as well as the safe and timely installation of patches with maximum permitted timescales. Patches are prioritised dependent upon categorisation of systems under FCO Services management responsibility with vulnerabilities systematically assessed and remediated on timescales ranging from immediate to 4 weeks.
Protective monitoring type Supplier-defined controls
Protective monitoring approach FCO Services availability management is delivered on a specific product basis with each specific product having its own availability target. Service availability targets and performance reporting are supported using an integrated approach consisting of event, incident, problem and change management.
Availability targets are monitored and reported with any outages impacting the availability targets logged and tracked in a standardised, consistent manner.
Incident management type Supplier-defined controls
Incident management approach FCO Services’ Global Support Centre acts as the single point of contact for all interactions, incidents and service requests from the customer, with the service capable of delivering operational support and management on a 24x7x365 basis.
The primary objective for incident management is the use of structured incident management activities to identify and resolve service quality issues within service level targets agreed during initial customer engagement.
The GSC can support multiple contact methods which include direct interaction with the customer end-user or desk-desk interaction which triages calls before allocation to FCO Services.

Secure development

Secure development
Approach to secure software development best practice Supplier-defined process

Separation between users

Separation between users
Virtualisation technology used to keep applications and users sharing the same infrastructure apart Yes
Who implements virtualisation Supplier
Virtualisation technologies used VMware
How shared infrastructure is kept separate Each customer is provisioned with its own environment isolated from other customers with its own resources and capacity.

Energy efficiency

Energy efficiency
Energy-efficient datacentres Yes
Description of energy efficient datacentres Recognised for reducing its environmental footprint, FCO Services’ efficient data centre has won the prestigious European Code of Conduct Awards for Energy Efficiency in Data Centres from the European Commission’s Joint Research Centre.
From using rainwater recycling systems for hybrid cooling towers to implementing cold aisle containment and designing the underground structure of the data centre as a natural heat drain – FCO Services have adopted recognised energy efficient best practice to reduce the impact of related environmental, economic and energy demands.
FCO Services currently operate at a world class efficiency power usage effectiveness of 1.1, well below the average value of 2.0 seen in most data centres.

Pricing

Pricing
Price £31.25 per device per month
Discount for educational organisations No
Free trial available No

Service documents

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