Business Systems (UK) Ltd

OPX Back Office Workforce Optimisation

Back Office Workforce Optimisation solutions from Business Systems provide the ability to seamlessly manage resources (humans and robotic) and processes regardless of location, allowing an organisation to dramatically improve business performance in the back office. We offer consultancy, implementation and support services to deliver best fit Back Office Optimisation solutions.

Features

  • Back Office Workforce Management
  • Robotics platform to introduce automation where appropriate
  • Real-time workflow, skills-based routing and agent “get next” function
  • Workforce scheduling, utilisation analysis and capacity planning
  • SMS, Email and IVR gateways, with automated triage function
  • Work item escalation, referral and deferral
  • Back office items can be handled by Front office agents
  • Real-time performance reports
  • Quality Assurance

Benefits

  • Reduces customer complaints, reduces failure demand, improves customer journey
  • Automate mundane and high volume processes, improving employee engagement
  • Automate work allocation and improve employee engagement,  and manage SLAs
  • Reduce operating costs by driving out workforce inefficiencies e.g overstaffing
  • Faster work allocation, with outbound service delivery confirmation
  • Reduce operational risk, avoid losing work items, improve customer journey
  • Supports blended workforce, reduces latent capacity and reduces operating costs
  • Make intra-day changes where necessary to ensure SLAs are met
  • Identify training needs to improve employee performance and customer satisfaction

Pricing

£50 per person per month

Service documents

Framework

G-Cloud 11

Service ID

5 3 0 4 7 8 7 7 4 6 4 1 2 2 5

Contact

Business Systems (UK) Ltd

Julie Kerman

0208 326 8326

contact@businesssystemsuk.com

Service scope

Service scope
Software add-on or extension No
Cloud deployment model Hybrid cloud
Service constraints Not Applicable.
System requirements Hosted service requires desktop installation for end users

User support

User support
Email or online ticketing support Email or online ticketing
Support response times 98% of support phone calls are answered within 5 seconds by our Customer Service centre. They will log a case and assign the priority of the query or problem. Typically Business Systems provide technical 1st response within 20 minutes for Support related issues. Response times differ outside core business hours due to the automated routing of calls. A 24 hour facility is available where cases can also be logged 24/7 (calls are routed to the Out Of Hours Team; emails would be logged and picked up the first business day).
User can manage status and priority of support tickets No
Phone support Yes
Phone support availability 24 hours, 7 days a week
Web chat support No
Onsite support Onsite support
Support levels Business Systems provides five levels of support (remote access is a pre requisite) including: 1. Platinum - Full support, 2 hour response for P1 faults (24 hours a day, 365 days a year). 4 hour response for P2 faults (9 - 17:30 Mon-Fri, excludes UK bank holidays) 2. Gold - Full support, 2 hour response for P1 faults (08:00 – 20:00 hours a day, 365 days a year) 8 hour response for P2 faults (9 - 17:30 Mon-Fri, excludes UK bank holidays) 3. Silver - 2 hour response for P1 faults (0800-2000 Mon - Fri, includes UK Bank Holidays) 8 hour response for P2 faults (9 - 17:30 Mon-Fri, excludes UK bank holidays) 4. Bronze - Basic on-site support 4 hour response for P1 faults (9 - 17:30 Mon-Fri, excludes UK bank holidays) 8 hour response for P2 faults (9 - 17:30 Mon-Fri, excludes UK bank holidays) 5. Tailored Service Level based on the customer's requirements e.g. custom support hours, on-site support, technical account manager etc. Costs are bespoke to each customer and each project.
Support available to third parties Yes

Onboarding and offboarding

Onboarding and offboarding
Getting started Training is provided on site and delivered by Business Systems Consultants. The training is consultative and promotes knowledge transfer through hands-on exercises and relevant support. Training is 'Train the Trainer' based, to enable additional training to be conducted internally. Go live and post-deployment support is also provided as standard and should the customer need additional go-live support, additional days can be provided.
Service documentation Yes
Documentation formats
  • HTML
  • Other
Other documentation formats Word
End-of-contract data extraction This can be done through SQL server exports or Report model runs.
End-of-contract process Customer data is exported, System is shut down , database wiped , Backups deleted.

Using the service

Using the service
Web browser interface No
Application to install Yes
Compatible operating systems Windows
Designed for use on mobile devices No
Service interface Yes
Description of service interface Configuration is done via an adiminstration portal
Accessibility standards None or don’t know
Description of accessibility Via an application or the web depending on the service
Accessibility testing Not Applicable.
API Yes
What users can and can't do using the API There are interfaces available for getting data in and out but not transacting the data.
API documentation Yes
API documentation formats Other
API sandbox or test environment Yes
Customisation available Yes
Description of customisation Buyers can customise the service through reports, dashboards and processes.

Scaling

Scaling
Independence of resources Each customer is on a separate virtual environment.

Analytics

Analytics
Service usage metrics Yes
Metrics types The solution provides a variety out outputs in real-time reporting on system utilisation, work throughput and idle-time.
Reporting types
  • Real-time dashboards
  • Regular reports

Resellers

Resellers
Supplier type Not a reseller

Staff security

Staff security
Staff security clearance Other security clearance
Government security clearance Up to Security Clearance (SC)

Asset protection

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 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 Encryption of all physical media
Data sanitisation process No
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 importing and exporting
Data export approach This is done through database exports or report model exports.
Data export formats
  • CSV
  • Other
Other data export formats
  • XLS (Excel)
  • SQL Server Exports
Data import formats
  • CSV
  • Other
Other data import formats
  • XLS (Excel)
  • Database Connections

Data-in-transit protection

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)
  • Other
Other protection within supplier network Disk encryption, strong secure passwords.

Availability and resilience

Availability and resilience
Guaranteed availability The hosting service offers a guaranteed uptime of 99.6%, excluding any planned maintenance within the Operational Time, scheduled and agreed downtime, and the occurrence of any Force Majeure Event.
Approach to resilience Multiple High availability nodes.
Outage reporting This is done through email alerts.

Identity and authentication

Identity and authentication
User authentication needed Yes
User authentication Username or password
Access restrictions in management interfaces and support channels Users are authenticated when they use the service through AD Authentication or Individual OPX login. Access is restricted in management interfaces and support channels through Role-based permissions, down to the granularity of individual functions.
Access restriction testing frequency Never
Management access authentication Limited access network (for example PSN)

Audit information for users

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 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 UKAS
ISO/IEC 27001 accreditation date 06/11/2017
What the ISO/IEC 27001 doesn’t cover All operational areas are covered.
ISO 28000:2007 certification No
CSA STAR certification No
PCI certification No
Other security certifications Yes
Any other security certifications Cyber Essentials Certificate

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 All security incidents posing a threat to the information storage and processing facilities are reported and documented. For each reported incident it is required that a thorough investigation is conducted and remedial action taken leading to a satisfactory closure. All employees and contractors are made aware of what constitutes an information security incident and are familiar with the reporting procedures. It is the responsibility of all employees and subcontractors to report any information security incident or suspicion to the ISO Security Officer and ensure that the incident is duly recorded on the Information Security Incident form. It is the responsibility of the Security Incident Management to take appropriate action to provide a prompt response to the incident and to facilitate normal operation as soon as safely possible. This is overseen by the Board.

Operational security

Operational security
Configuration and change management standard Supplier-defined controls
Configuration and change management approach To ensure the confidentiality, integrity and availability of the customer’s data proper security controls are applied within all information processing centres, with a formal change management process. Separating environments for development, testing and production controls are in place to back up the customer’s data. Backup and restore procedures are included in the Disaster and Recovery Plan (DRP).
Vulnerability management type Supplier-defined controls
Vulnerability management approach Controls are in place to detect and prevent malicious code from being executed on any system. These controls are regularly updated, e.g. the most recent versions of antivirus signatures are distributed as soon as they are available, to ensure detection and prevention of malicious attacks.
Protective monitoring type Supplier-defined controls
Protective monitoring approach In line with ISO 27001 accredited governance procedures.
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 In line with ISO 27001 accredited governance procedures.

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 £50 per person per month
Discount for educational organisations No
Free trial available No

Service documents

Return to top ↑