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

Pricing

£275 a person a day

  • Education pricing available

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 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

3 9 7 2 3 0 2 5 5 0 6 6 9 4 1

Contact

DATASUMI LTD Datasumi Team
Telephone: 1613941759
Email: 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

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.