DATASUMI LTD

Single View of the Citizen

Datasumi delivers a Single View of The Customer, which can help public sector organisations access citizen and customer view across channels and the actual journey, transactions, activities, master data and insight. This solution improves engagement, increases acquisition, conversion and monitoring KPIs and metrics that matter to your organisation.

Features

• Map customer-facing processes to current and prospective IT systems
• Identify Business Intelligence required based on business needs
• Integration to CRM systems create one view of the customer
• Can be applied typically to Operations, Finance, Data-Management functions
• Develop a repository to capture citizens transactions
• Provide guidance & best practices for cloud-based Business Intelligence
• Tools: QlikView, QlikSense, Tableau, Spotfire, PowerBI, Quicksight

Benefits

• Improved customer service and higher customer/citizen satisfaction
• True 360 view for next-generation citizen experience & satisfaction
• Will enable data and analytics in your organization
• Make all online touchpoints more valuable to your audience
• ROI opportunities fully analysed for cloud and BI solutions
• SLA driven services
• Improved customer (both business and citizen) experience
• Better citizen relationship management
• Visualise your KPIs, reports and dashboards on multiple devices

£275 a person a day

• Education pricing available

Service documents

• Pricing document

  PDF

• Skills Framework for the Information Age rate card

  PDF

• Service definition document

  PDF

• Terms and conditions

  PDF

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 accounts@datasumi.com. Tell them what format you need. It will help if you say what assistive technology you use.

Framework

G-Cloud 12

Service ID

397230255066941

Contact

Datasumi Team
1613941759
accounts@datasumi.com

Service scope

• Software add-on or extension: Yes, but can also be used as a standalone service
• What software services is the service an extension to: All social media, internal and external communication platforms.
• Cloud deployment model:
  • Public cloud
  • Private cloud
  • Hybrid cloud
• Service constraints: Occasional planned maintenance. This is always carried out during off-peak periods with a minimum of 1 week's notice.
• System requirements:
  • AWS
  • Azure
  • GCP

User support

• Email or online ticketing support: Yes, at extra cost
• Support response times: Same day
• 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: 9 to 5 (UK time), Monday to Friday
• Web chat support: Web chat
• Web chat support availability: 9 to 5 (UK time), Monday to Friday
• Web chat support accessibility standard: WCAG 2.1 AA or EN 301 549
• Web chat accessibility testing: Web chat, We support assistive technology users through Zendesk
• Onsite support: Yes, at extra cost
• Support levels: Support requirements are discussed and agreed based on client business requirements.
• Support available to third parties: Yes

Onboarding and offboarding

• Getting started: We provide remote setup via phone and chat as well as online help.
• Service documentation: Yes
• Documentation formats: HTML
• End-of-contract data extraction: All user data is help in the Cloud environment and is private and owned by the user. Users can have exports of all databases
• End-of-contract process: At the end of the contract all client and customer data is removed from the system and deleted and the chosen services cannot be accessed. There are no financial implications associated with ending the contract.

Using the service

• Web browser interface: Yes
• Supported browsers:
  • Internet Explorer 11
  • Microsoft Edge
  • Firefox
  • Chrome
  • Safari 9+
  • Opera
• Application to install: No
• Designed for use on mobile devices: Yes
• Differences between the mobile and desktop service: The chat/chatbot uses the full screen.
• Service interface: No
• API: No
• Customisation available: Yes
• Description of customisation: Complete look and feel of the chat interface as well as branding of the admin system.

Scaling

• Independence of resources: Serverless cloud.; ; As chatbots are in your own Cloud environment you can configure your own service levels.

Analytics

• Service usage metrics: Yes
• Metrics types: Comprehensive data on inbound and outbound usage across all chosen services / channels is available on the secure on-line administration portal. This includes but is not limited to volumes of enquiries, the customer journey within the services, the duration of chats and transfers to live agents.
• Reporting types:
  • Real-time dashboards
  • Reports on request

Resellers

• Supplier type: Not a reseller

Staff security

• Staff security clearance: Conforms to BS7858:2012
• Government security clearance: Up to Baseline Personnel Security Standard (BPSS)

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: Yes
• Datacentre security standards: Managed by a third party
• Penetration testing frequency: Never
• Protecting data at rest: Other
• Other data at rest protection approach: Within your Cloud framework.
• Data sanitisation process: No
• Equipment disposal approach: A third-party destruction service

Data importing and exporting

• Data export approach: All customer data collected on the services is exported to the client by Inform in their chosen format and in full compliance with GDPR; Where required / available customer data can be loaded directly into client electronic forms
• Data export formats:
  • CSV
  • Other
• Data import formats:
  • CSV
  • Other
• Other data import formats:
  • XML
  • JSON

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: No guaranteed SLA.
• Approach to resilience: Use Cloud service provides (AWS/Azure) state of the art resilience.
• Outage reporting: Refer to Cloud provider's standards for outages.

Identity and authentication

• User authentication needed: Yes
• User authentication:
  • 2-factor authentication
  • Identity federation with existing provider (for example Google Apps)
  • Username or password
• Access restrictions in management interfaces and support channels: Microsoft account id and password or AWS IAM
• Access restriction testing frequency: Never
• Management access authentication:
  • 2-factor authentication
  • Identity federation with existing provider (for example Google Apps)
  • 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: User-defined
• Access to supplier activity audit information: Users have access to real-time audit information
• How long supplier audit data is stored for: Less than 1 month
• How long system logs are stored for: User-defined

Standards and certifications

• ISO/IEC 27001 certification: No
• ISO 28000:2007 certification: No
• CSA STAR certification: No
• PCI certification: No
• Other security certifications: Yes
• Any other security certifications:
  • AWS cloud platform PCI Certification
  • Azure cloud platform PCI Certification

Security governance

• Named board-level person responsible for service security: No
• Security governance certified: No
• Security governance approach: Use IAM sign-on for security - single sign-on. In other word, security is outsourced to Cloud Provider.
• Information security policies and processes: Use Cloud provider's security policies and procedures.

Operational security

• Configuration and change management standard: Supplier-defined controls
• Configuration and change management approach: We produce stateless microservices which are a WYSIWYG. The assets are managed within your own change management processes.
• Vulnerability management type: Supplier-defined controls
• Vulnerability management approach: Our vulnerability risks are all sourced to Cloud provider.
• Protective monitoring type: Supplier-defined controls
• Protective monitoring approach: Our protective monitoring processes are all sourced to Cloud Provider.
• Incident management type: Supplier-defined controls
• Incident management approach: Our incident management processes are all sourced to the Cloud Provider.

Secure development

• Approach to secure software development best practice: Supplier-defined process

Public sector networks

• Connection to public sector networks: No

Pricing

• Price: £275 a person a day
• Discount for educational organisations: Yes
• Free trial available: No

Service documents

• Pricing document

  PDF

• Skills Framework for the Information Age rate card

  PDF

• Service definition document

  PDF

• Terms and conditions

  PDF

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 accounts@datasumi.com. Tell them what format you need. It will help if you say what assistive technology you use.