PA Consulting Services Limited (UK)

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.

Features

  • 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

Benefits

  • 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

Pricing

£1000 per unit per month

Service documents

Framework

G-Cloud 11

Service ID

4 8 7 8 3 3 3 4 7 4 3 4 5 5 4

Contact

PA Consulting Services Limited (UK)

Lia Shaw

0207 730 9000

Lia.Shaw@PACONSULTING.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
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

User support

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
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
WCAG 2.1 A
Web chat accessibility testing
PA will agreed the required testing protocols for assistive technology users based on client requirements.
Onsite support
No
Support levels
To be agreed on a case-by-case basis
Support available to third parties
Yes

Onboarding and offboarding

Getting started
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.
Service documentation
Yes
Documentation formats
  • HTML
  • PDF
  • Other
Other documentation formats
  • Microsoft Word
  • Google Docs
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
Supported browsers
  • Firefox
  • Chrome
  • Safari 9+
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.
Service interface
Yes
Description of service interface
PA is able to customise the user interface based on the client's requirements for branding and look and feel. The service is accessible via most commonly used internet browsers.
Accessibility standards
WCAG 2.1 A
Accessibility testing
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.
API
Yes
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
Yes
API documentation formats
  • Open API (also known as Swagger)
  • HTML
  • PDF
API sandbox or test environment
Yes
Customisation available
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.

Scaling

Independence of resources
We design the service to be highly scalable and use public cloud providers to provide a resilient and highly scalable infrastructure.

Analytics

Service usage metrics
Yes
Metrics types
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.
Reporting types
  • Real-time dashboards
  • Regular reports
  • Reports on request

Resellers

Supplier type
Reseller providing extra features and support
Organisation whose services are being resold
Google Cloud, UK Cloud, AWS, Azure and Microsoft

Staff security

Staff security clearance
Other security clearance
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
  • European Economic Area (EEA)
  • EU-US Privacy Shield agreement 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-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)

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.
Outage reporting
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
User authentication
  • Identity federation with existing provider (for example Google Apps)
  • Username or password
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
  • Public key authentication (including by TLS client certificate)
  • Identity federation with existing provider (for example Google Apps)
  • Username or password

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
PCI certification
No
Other security certifications
Yes
Any other security certifications
Cyber Essentials Plus

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 processes are aligned to ISO27001 and Cyber Essentials Plus.

Operational security

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.

Secure development

Approach to secure software development best practice
Supplier-defined process

Public sector networks

Connection to public sector networks
No

Pricing

Price
£1000 per unit per month
Discount for educational organisations
No
Free trial available
No

Service documents

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