Digital Managed Operations
PA provides commercial off-the-shelf (COTS) software and bespoke cloud based solutions, from strategy, to design and sourcing, to implementation and managed services. Comprehensive services include first, second and third-line support, application maintenance and defect resolution. We provide technologies, tools and processes that enhance the efficiency and quality of ICT services.
- Scalable 3-tier support model
- Centralised UK service desk for all IT services
- 24x7 service availability
- Proactive application security management
- Software development capabilities ensuring ongoing relevance of supported software
- Robust Amazon, Microsoft and Google certified skills base
- Joint service management framework
- Multi-channel support - service specific portal, forms, chat and phone
- Remote assistance to both desktop and mobile device
- Reduced need to maintain in-house skills base for support
- Reduced support cost through fully scalable support model
- Skilled resource pool offered through UK based service Desk
- Geography agnostic support offering extended hours support
- Innovative cloud-based approach for delivering improvements in service delivery
- Enhanced end-user satisfaction and productivity through conformance to applicable SLAs
- First-Time-Fix rate in excess of 90% driving improved user experience
- Easy to share data
- Access to service management data anywhere and across devices
- No in-house maintenance of technical support infrastructure
£1000 per unit per month
PA Consulting Services Limited (UK)
0207 730 9000
|Software add-on or extension||Yes, but can also be used as a standalone service|
|What software services is the service an extension to||PA also provides managed support services for digital solutions, both commercial off-the-shelf (COTS) software and custom, bespoke, cloud hosted software.|
|Cloud deployment model||Public cloud|
|Service constraints||The service is typically provided through our main cloud services partners, i.e. Google, Amazon and Microsoft. However, PA has relationships with other cloud service providers. We will work with the client define and agree the most appropriate services to meet the requirements and needs.|
|System requirements||None, as PA provides major SaaS solutions|
|Email or online ticketing support||Yes, at extra cost|
|Support response times||
PA will agree response times with the client based on the priority of the ticket. Typically these agreed response times are universal whether these are received by email, phone or online.
Specific service levels need to be agreed for any out of hours service support.
|User can manage status and priority of support tickets||Yes|
|Online ticketing support accessibility||WCAG 2.1 A|
|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||WCAG 2.1 A|
|Web chat accessibility testing||PA will agreed the required testing protocols for assistive technology users based on client requirements.|
|Support levels||To be agreed on a case-by-case basis|
|Support available to third parties||Yes|
Onboarding and offboarding
We aim to provide services that require ‘zero training’ by making sure services are as user-friendly and intuitive as possible. However where required we provide a custom programme or training and change to support the on boarding of users.
In addition, we support the organisation to establish and manage a network of change champions, i.e. local users who can support and help users in a specific area, locality or region.
|Other documentation formats||
|End-of-contract data extraction||Typically we will export data using open standards; we agree the exit requirements as part of the initiation phase of the contract.|
|End-of-contract process||We will agree the exit process as part of the initiation phase of the contract. The cost of this will be agreed as part of the contracting process.|
Using the service
|Web browser interface||Yes|
|Application to install||No|
|Designed for use on mobile devices||Yes|
|Differences between the mobile and desktop service||The application uses responsible design principles to allow the application to adapt to smaller mobile devices and tablets.|
|Accessibility standards||WCAG 2.1 A|
PA development work adheres to the GDS standards and guidelines.
PA will agreed the required testing protocols for assistive technology users based on client requirements.
|What users can and can't do using the API||
We provide APIs to support the Service Management of our services allowing communications with other SIAM towers.
We also provide APIs depending on the nature of the services managed. These are provided to allow the machine to machine exchange of information with other systems and services. The APIs are built using open standards and secured appropriately.
|API documentation formats||
|API sandbox or test environment||Yes|
|Description of customisation||
The scope of the service is customised based on
a) the service levels required for call handling, incidents and availability, and
b) the nature of the service being supported.
|Independence of resources||We design the service to be highly scalable and use public cloud providers to provide a resilient and highly scalable infrastructure.|
|Service usage metrics||Yes|
Our standard service metrics cover the SLAs for the service including availability, defect levels, call response times.
This is provided as regular reports, but can be provided as adhoc reports and online dashboards.
Service usage analytics is also available through tools such as Google Analytics.
|Supplier type||Reseller providing extra features and support|
|Organisation whose services are being resold||Google Cloud, UK Cloud, AWS, Azure and Microsoft|
|Staff security clearance||Other security clearance|
|Government security clearance||Up to Baseline Personnel Security Standard (BPSS)|
|Knowledge of data storage and processing locations||Yes|
|Data storage and processing locations||
|User control over data storage and processing locations||Yes|
|Datacentre security standards||Complies with a recognised standard (for example CSA CCM version 3.0)|
|Penetration testing frequency||At least once a year|
|Penetration testing approach||Another external penetration testing organisation|
|Protecting data at rest||Physical access control, complying with another standard|
|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||The export process depends on the data to be exported. This could either be open standards or an agreed format built on open standards.|
|Data export formats||Other|
|Data import formats||Other|
|Data protection between buyer and supplier networks||
|Data protection within supplier network||TLS (version 1.2 or above)|
Availability and resilience
|Guaranteed availability||Our base level of resilience is 99.95% but we can provide higher resilience on request.|
|Approach to resilience||We use public cloud providers who provide highly resilient data centres, typically 99.95%. This level of availability can be increased on request using multiple availability centres.|
We report outages using email alerts, and if agreed, we also notify named personnel in the buyer's organisation via phone.
We notify planned outages via email alerts as well as online dashboard / web pages if they are available for the digital solutions.
Identity and authentication
|User authentication needed||Yes|
|Access restrictions in management interfaces and support channels||We provide a custom support portal, where access to certain areas is restricted using username and password, and role-based user profiles.|
|Access restriction testing frequency||At least once a year|
|Management access authentication||
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||You control when users can access audit information|
|How long supplier audit data is stored for||Between 1 month and 6 months|
|How long system logs are stored for||User-defined|
Standards and certifications
|ISO/IEC 27001 certification||Yes|
|Who accredited the ISO/IEC 27001||DNV GL - Business Assurance|
|ISO/IEC 27001 accreditation date||19/12/2018|
|What the ISO/IEC 27001 doesn’t cover||None - The entirety of PA Consulting Group's operations are certified to ISO27001. Additionally, any office that is not in scope is aligned to this standard|
|ISO 28000:2007 certification||Yes|
|Who accredited the ISO 28000:2007||DNV GL - Business Assurance|
|ISO 28000:2007 accreditation date||17/12/2015|
|What the ISO 28000:2007 doesn’t cover||None - PA's certification is against the 2013 standard and coves PA Operations globally.|
|CSA STAR certification||No|
|Other security certifications||Yes|
|Any other security certifications||Cyber Essentials Plus|
|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 processes are aligned to ISO27001 and Cyber Essentials Plus.|
|Configuration and change management standard||Conforms to a recognised standard, for example CSA CCM v3.0 or SSAE-16 / ISAE 3402|
|Configuration and change management approach||Our change management processes are aligned to ITIL industry best practice.|
|Vulnerability management type||Conforms to a recognised standard, for example CSA CCM v3.0 or SSAE-16 / ISAE 3402|
|Vulnerability management approach||
We run a monthly patching processes for commercial off the shelf products to address vulnerabilities.
In addition we conduct penetration tests based on a risks assessment for new releases and on an annual basis for existing custom digital solutions.
|Protective monitoring type||Supplier-defined controls|
|Protective monitoring approach||
Applications contain a degree of logging for events.
We run an Intrusion Detection System and malware detection system across the service.
|Incident management type||Supplier-defined controls|
|Incident management approach||Our incident management process are aligned to ITIL industry best practice.|
|Approach to secure software development best practice||Supplier-defined process|
Public sector networks
|Connection to public sector networks||No|
|Price||£1000 per unit per month|
|Discount for educational organisations||No|
|Free trial available||No|