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.


  • 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


  • 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

Service scope

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

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:
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

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

Using the service
Web browser interface No
Application to install No
Designed for use on mobile devices No
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
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


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


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


Supplier type Not a reseller

Staff security

Staff security
Staff security clearance Other security clearance
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)
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 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-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

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

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

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

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

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

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

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 No


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

Service documents

pdf document: Pricing document pdf document: Skills Framework for the Information Age rate card pdf document: Service definition document pdf document: Terms and conditions pdf document: Modern Slavery statement
Service documents
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