CGI

CGI - Communications Data Retention, Retrieval and Disclosure Service

Retain, retrieve and disclose communications data in compliance with the Investigatory Powers Act in a cost-effective, secure, efficient and timely manner.
Solutions address both classic telephony traffic data as well as IP data, including IPAR data and ICRs.
Options include shared and distributed architectures as well the traditional centralised architecture.

Features

  • Flexible Data Ingest includes CSV, XML and JSON formats
  • Data Retrieval via ODBC, JDBC, RDHI or REST interfaces
  • Automated Purging of data on expiry of commitment
  • Standard PKI for authentication, encrypted storage and data transfers
  • Application level replication provides for Business Continuity and Disaster Recovery
  • Ingest 14,000 records per second on a single CPU core
  • Retain 10TB raw input data using only 16TB RAID5 storage
  • Purge 14,000 records per second on a single CPU core
  • Sectors: Justice, Policing, Prosecution, Courts, Prisons, Probation, Central Government, Education

Benefits

  • Load more than five billion records a day.
  • Records ready to be queried under ten minutes of loading.
  • Search results returned in seconds.
  • Handles multiple data formats which can change over time
  • Original data always retained to provide evidential integrity.
  • Simple management and operation
  • No need for expensive specialist hardware
  • Store 10TB of raw data in a 16TB repository.
  • No third-party product licences

Pricing

£7000 per licence per month

Service documents

Framework

G-Cloud 11

Service ID

3 6 7 6 3 0 3 3 0 4 3 3 2 3 3

Contact

CGI

Roger Baileff

07841 602596

gcloud@cgi.com

Service scope

Software add-on or extension
No
Cloud deployment model
Hybrid cloud
Service constraints
The service is designed to be available 99.7% of the time .
Notification of planned maintenance will be provided at least 24 hours in advance and six hours notice of emergency maintenance will be provided where possible. Maintenance windows are between the hours of 17:30 and 09:00 (UK local time) on a normal business day and/or between the hours of 08:00 and 12:00 (UK local time) on a non-business day.
System requirements
  • One CPU core for every 14,000 events per second ingested
  • 16TB storage for every 10TB raw data to be retained

User support

Email or online ticketing support
Email or online ticketing
Support response times
Priority 1: within 30 minutes.
Priority 2 : within 1 hour
Priority 3: within 4 hours
Priority 4: within 8 hours from receipt of call
User can manage status and priority of support tickets
No
Phone support
Yes
Phone support availability
9 to 5 (UK time), Monday to Friday
Web chat support
Yes, at an extra cost
Web chat support availability
9 to 5 (UK time), Monday to Friday
Web chat support accessibility standard
None or don’t know
How the web chat support is accessible
The system is based on Avaya Automated Chat 2.0 (formerly Conversive). Details on accessibility can be found at: https://www.avaya.com/en/documents/vpat---avaya-automated-chat-desk-20-2013-08-19.pdf
Web chat accessibility testing
Testing would have been performed by Avaya the product vendor
Onsite support
Yes, at extra cost
Support levels
"Priority 1 Respond within 30 minutes, resolution or work-around within 24 hours
Priority 2 Respond within 1 hour. resolution or work around within 3 Working Days
Priority 3 Respond within 4 hours, resolution or work around within 10 Working Days & Permanent Solution in next release
Priority 4 Respond within 8 hours, resolution or work around within 30 Working Days & Permanent Solution in next major release"
Support available to third parties
Yes

Onboarding and offboarding

Getting started
Prospective customers should contact CGI to subscribe to our Cloud-based services. Following contractual agreement, CGI will prepare the Cloud-based instance according to the Customer’s specifications. If data migration and other services are required, these will be scoped and priced accordingly.
The time taken to provision the service from the point of order will be determined by the customer’s requirements, with regard to data migration, customer-specific configurations and other services. Should data migration and customer-specific configuration not be required, the service can be provisioned within four to six weeks, based on a standard configuration. This allows for the client to upload data, test the system and conduct the necessary training activities.
Off-boarding. We will provide clients with a simple and quick exit process, including the retrieval of their data.
Our solution for off-boarding will build upon our standard practices for transition and exit management services, using the framework agreed during contract negotiations. We will take responsibility for managing our exit and, where appropriate, the transfer of that service to a new supplier.
We will discuss the requirements for the format and content of the off-boarded data with the customer. We will include this within the contract price that we agree.
Service documentation
Yes
Documentation formats
PDF
End-of-contract data extraction
We will agree with the customer how to handle and extract the data when the contract ends during the on-boarding process. We will ensure that any requirement to return information, data and material provided or generated by representatives of the Contracting Body in the appropriate format (as requested by yourselves, and as defined in the Operations Manual), is met.
End-of-contract process
CGI has standard contract exit processes which ensure that all data is handed back to outgoing customers, and nothing is left available to CGI staff post-contract. These are based on standard checklists, further tailored to each customer's unique constraints.

Using the service

Web browser interface
No
Application to install
No
Designed for use on mobile devices
No
Service interface
Yes
Description of service interface
"Data to be retained to uploaded using Secure FTP
Data is queried using the in-application GUI or using the SQL interface via ODBC or JDBC. Queries can also be submitted, query progress checked and results retrieved using RDHI, XML and REST interfaces
The Administration GUI allows the administrator to start, stop, reconfigure and administer the system.
The system is monitored at application level and also using the SNMP interface"
Accessibility standards
None or don’t know
Description of accessibility
"Data to be retained to uploaded using Secure FTP
Data is queried using the in-application GUI or using the SQL interface via ODBC or JDBC. Queries can also be submitted, query progress checked and results retrieved using RDHI, XML and REST interfaces
The Administration GUI allows the administrator to start, stop, reconfigure and administer the system.
The system is monitored at application level and also using the SNMP interface"
Accessibility testing
N/A
API
Yes
What users can and can't do using the API
Upload data to be retained using Secure FTP.
Query the data in a generic manner, including from tools that support ODBC or JDBC using SQL interface.
Submit internationally standardised queries, check on their progress and retrieve the results using RDHI, XML and REST interfaces.
Monitor the state of the system using SNMP.
Start, stop, reconfigure and administer the system using the management API
API documentation
Yes
API documentation formats
PDF
API sandbox or test environment
No
Customisation available
Yes
Description of customisation
CGI does not recommend that first time users try to configure the DRD service themselves.
The Discovery phase of the on-boarding project determines and priorities which data feeds need to be provided and the data retrieval mechanisms required.
CGI will provide interim operating capability (IoC) in the Alpha phase and is happy to work with users in the Beta phase to further configure the service with a view to users being able to do this for themselves in the future.
System Administration and User Training is available at additional cost

Scaling

Independence of resources
Our Service is hosted on virtualised severs enabling scaling up and down of individual client solutions.

Analytics

Service usage metrics
Yes
Metrics types
Service Level Agreements are in place at a contractual level. Monthly service reporting on all aspects of the service is a key item on the monthly service review agenda with your assigned Service Delivery Manager. This is built on a standard template report, with specific additions as required by the customer. This consolidates data from call resolution/response statistics from our Service Desk, to technical metrics for performance/availability from the Cloud monitoring architecture.
Reporting types
  • Regular reports
  • Reports on request

Resellers

Supplier type
Not a reseller

Staff security

Staff security clearance
Other security clearance
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
Managed by a third party
Penetration testing frequency
At least every 6 months
Penetration testing approach
Another external penetration testing organisation
Protecting data at rest
  • Physical access control, complying with another standard
  • 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

Data importing and exporting

Data export approach
CGI will export the data in an agreed format upon service termination in line with the agreed exit plan.
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)
  • IPsec or TLS VPN gateway
Data protection within supplier network
  • TLS (version 1.2 or above)
  • IPsec or TLS VPN gateway

Availability and resilience

Guaranteed availability
Customers have the option to request High Availability (HA) and Disaster Recovery (DR) in the service design and on-going support services. Service Targets and Service Level Agreements (SLAs) are agreed for each new engagement.
Approach to resilience
Servers are load balanced at every tier in the infrastructure, from the network to the database servers. Database servers are also clustered for failover.
Outage reporting
TBC

Identity and authentication

User authentication needed
Yes
User authentication
  • Public key authentication (including by TLS client certificate)
  • Limited access network (for example PSN)
  • Username or password
Access restrictions in management interfaces and support channels
Access to the application through the GUI is controlled using role based access control. A user must provide an Id and a (strong) Password or certificate. Passwords expire after a configurable time.
Within the system users are allocated to Groups which have permissions to execute certain functionality. Groups and their capabilities are defined by the System Administrator.
Users, Groups and roles will be described and agreed in the Discovery phase of the on-boarding project.
Access restriction testing frequency
At least every 6 months
Management access authentication
  • Public key authentication (including by TLS client certificate)
  • Limited access network (for example PSN)
  • 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 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

ISO/IEC 27001 certification
Yes
Who accredited the ISO/IEC 27001
AFNOR UK Ltd (UKAS Registration No.022)
ISO/IEC 27001 accreditation date
19/09/2016
What the ISO/IEC 27001 doesn’t cover
Nothing is NOT covered.
The following IS covered from a Technical perspective: Provision of outsourcing sevices including managed infrastructure services, contact centre services, service desk services, management of print and email, application development, maintenance and support services.
The following IS covered from a Business perspective: The provision of outsourcing, project and consultancy services, including development and delivery activities, plus the management of people, technologies and physical security.
ISO 28000:2007 certification
No
CSA STAR certification
No
PCI certification
No
Other security certifications
No

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
Our security, information security and data protection management system for CGI is established through the Enterprise Security Management Framework (ESMF). The framework applies to the work we conduct for ourselves and for clients under UK contracts. All CGI UK members and contractors are expected to comply with its principles and processes.

The ESMF is comprised of:
A first level suite of security policies and security requirements that apply across the CGI enterprise.

A second level set of standards set out how these policies and requirements are met, these being detailed within the following operational categories:- Access Control- Operations- Technology- Applications- Data management- HR and Organisation- Physical"

Operational security

Configuration and change management standard
Supplier-defined controls
Configuration and change management approach
CGI has a robust configuration and change mangement process adapted specifically for Cloud Services. This will be agreed with the customer in a configuration plan deliverable. This records the roles/people responsible and the change process to be followed and if deviation from standard configuration is required. Deviation (change) requires signoff from both the client and CGI and is closely tracked.
Vulnerability management type
Conforms to a recognised standard, for example CSA CCM v3.0 or SSAE-16 / ISAE 3402
Vulnerability management approach
All CGI and customer managed systems are kept current with vendor patches (both operational and security) with vulnerability tests performed regularly. Systems are prioritized based on criticality of known vulnerabilities. All changes are strictly controlled through CGI’s change management process.
Protective monitoring type
Conforms to a recognised standard, for example CSA CCM v3.0 or SSAE-16 / ISAE 3402
Protective monitoring approach
Please see the CGI - Security Operations Centre (SOC) - Protective Monitoring Service for full details of these processes
Incident management type
Conforms to a recognised standard, for example, CSA CCM v3.0 or ISO/IEC 27035:2011 or SSAE-16 / ISAE 3402
Incident management approach
CGI has a very well-defined security incident management standard and supporting process to handle all phases of a security incident. Responsibilities are clearly defined at all levels. Priorities are established to ensure the timely resolution of incidents. Records of incidents are maintained and reported to senior management. Incidents considered to be severe (high priority) are managed through CGI’s Incident Management Centre (IMC), who coordinate/escalate all required parties based on priority. Collection/preservation of evidence is carefully observed throughout the process.

Incident exercises are performed regularly to ensure the process works as expected when needed.

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
£7000 per licence per month
Discount for educational organisations
No
Free trial available
No

Service documents

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