CGI

Robotic Process Automation (RPA) Managed Service - Public Cloud

CGI provides end-to-end services for our clients to realise and optimise a range of benefits through accelerated adoption of Robotic Process Automation (RPA) and Artificial Intelligence (AI). We deliver complex world-class virtual workforce solutions to assist clients on their journey through digitisation of processes — ensuring enhanced stakeholder digital experiences.

Features

  • Management of Cloud Environment on which the RPA is hosted
  • Monitoring of the Virtual Machines in the Cloud
  • Automation scheduling for business requirements and optimal robot licences use
  • Management, investigation,remediation of automation process exceptions and perceived failures
  • Restart of automation process in the event of environment failure
  • Application database maintenance routines
  • Robot licence procurement and management
  • Escalations to the RPA vendor where required
  • Notification of end of life of RPA application versions
  • Sectors:Justice, Policing, Prosecution, Courts, Prisons, Probation, Central Government, Education,

Benefits

  • Proven automation methodology enabling reduced implementation and operating costs
  • Accelerated realization of wide ranging business benefits delivered by automation
  • Continuous monitoring and optimisation of virtual workforce for maximised productivity
  • Improved operational efficiency and output capacity
  • Suitably controlled robotic automation operations and changes

Service scope

Service scope
Software add-on or extension No
Cloud deployment model Public cloud
Service constraints As per public cloud provider
System requirements
  • Our RPA license will have version updates
  • The base platform of RPA runs on Microsoft Windows environment
  • Microsoft Windows environment will have the required standard security updates

User support

User support
Email or online ticketing support Email or online ticketing
Support response times Submission of incidents via e-mail or via CGI’s Service Desk, if the customer already has a CGI Service Desk in place (available as an additional service).
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 No
Web chat support No
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 No

Onboarding and offboarding

Onboarding and offboarding
Getting started A typical on-boarding project comprises a Discovery phase, which documents and prioritises the tools and integrations required, how resources will be authenticated and what data might need to be imported. Hosting and security aspects are also discussed and agreed. It defines an agreed, prioritised scope for the remainder of on-boarding project.

An Alpha phase delivers an Interim Operational Capability which is limited to a small proportion of the capability available to the programme. This is not just a prototype – the parts that are included are fully functional and typically comprise the capability available to a single project on the programme. It is normally followed by a review at which the scope and priorities for the remainder of the on-boarding are agreed.

A Beta phase delivers the Final Operational Capability with the full agreed scope. This may include some re-work of the Alpha delivery as agreed at the review. The duration of the Beta phase depends on the complexity of integrations required, sources and formats of data to be imported and the number of tools to be configured, as well as the security architecture and any penetration testing required.
Service documentation Yes
Documentation formats PDF
End-of-contract data extraction Data is not typically held within the RPAaaS environment and remains in the customers own business applications.
Where transient data is required to be held within the environment, this will be agreed with the customer before process implementation and is typically purged once processed.
End-of-contract process All automation process schedules will be stopped and automation processes retired. Credentials held and used by the Virtual Workers will be disabled by the customer and deleted from the Virtual Workforce credentials store.
Any network or VPN connectivity will be terminated.

Using the service

Using the service
Web browser interface No
Application to install No
Designed for use on mobile devices No
API No
Customisation available Yes
Description of customisation Each Robotic Process Automation is bespoke to the customers specific business process being automated and as such, is customized to that requirement.

Scaling

Scaling
Independence of resources Hosted on Cloud, the RPA environment can scale both up (additional resources per Virtual Machine) and out (additional Virtual Machines).

Analytics

Analytics
Service usage metrics Yes
Metrics types Time consumed per Virtual Worker per process.
Time consumed per work item/transaction
Available on request, not part of standard service
Reporting types Reports on request

Resellers

Resellers
Supplier type Reseller (no extras)
Organisation whose services are being resold Microsft Azure and AWS

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 No
Datacentre security standards Supplier-defined controls
Penetration testing frequency At least once a year
Penetration testing approach Another external penetration testing organisation
Protecting data at rest Other
Other data at rest protection approach As per public service provider
Data sanitisation process No
Equipment disposal approach A third-party destruction service

Data importing and exporting

Data importing and exporting
Data export approach Data is not typically held within the RPA environment and remains in the customers own business applications.
Where transient data is required to be held within the environment, this will be agreed with the customer before process implementation and is typically purged once processes
Data export formats Other
Other data export formats Not Applicable
Data import formats Other
Other data import formats Not Applicable

Data-in-transit protection

Data-in-transit protection
Data protection between buyer and supplier networks Private network or public sector network
Data protection within supplier network TLS (version 1.2 or above)

Availability and resilience

Availability and resilience
Guaranteed availability As per Public Cloud provider
Approach to resilience As per Public Cloud provider
Outage reporting As per Public Cloud provider

Identity and authentication

Identity and authentication
User authentication needed Yes
User authentication Username or password
Access restrictions in management interfaces and support channels All systems processes access the database using a dedicated system user account. Access to the database for admin users is controlled by adding such users to a dedicated admin user group, which in turn is granted admin access to the database.
Access restriction testing frequency At least every 6 months
Management access authentication Username or password

Audit information for users

Audit information for users
Access to user activity audit information Users contact the support team to get audit information
How long user audit data is stored for User-defined
Access to supplier activity audit information Users contact the support team to get audit information
How long supplier audit data is stored for User-defined
How long system logs are stored for User-defined

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 management 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 Supplier-defined process

Public sector networks

Public sector networks
Connection to public sector networks No

Pricing

Pricing
Price £478 per person
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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