Open Sky Data Systems

Gov360 OpenSky : A Digital Eco System for Modern Government

OpenSky's Dynamic Digital Government Platform takes the best of modern technologies (Microsoft, GIS, RPA, AI) to enable regulated government bodies to manage realtime citizen engagement, lean back end processing and trusted data driven evidence for informed policy decisions and real time collaboration with the citizen and its stakeholders.

Features

  • Real Time Progress Reporting of Cases, Applications, Memberships etc
  • Robust and Modern Underlying Technical Platform thats GDPR Compliant
  • Data Migration and Systems Integration Services
  • Advanced Analytics and Collaborative Working on Cases / Applications
  • ITHealth Checks Performed Annually by award winning support service
  • .NET or Office 365 Components working separately or together
  • User Training, Change Adoption & Onsite Onboarding Specialists
  • Collaborative Contract Management
  • Delivery of innovation fast and often to business users
  • Configurable Workflow Processes and Business Rules

Benefits

  • Platform Architectural Design Services for Optimising Local Need Requirements
  • Application Design Services in close collaboration with business users
  • Supporting Technology/IT Strategies within Government Departments
  • Platform Reconfiguration Services with onsite collaborative working
  • Combining advanced technical knowledge and tools with business experience
  • Tight Programme Management Microsoft Gold, PRINCE2, ISO27001, TOGAF Certifications
  • Platform Designed to support Strong, Long Term Business Cases
  • Collaborative Partners with excellent track record for government
  • 15 years of proven track record in public sector
  • Opensky Data invest in understanding your business workflows

Pricing

£600000 to £1000000 per unit per year

Service documents

G-Cloud 11

583949919153604

Open Sky Data Systems

Michael Cronin

35345855675

mcronin@openskydata.com

Service scope

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 Microsoft Dynamics 365, Office 365, SharePoint Online, Azure MicroServices, Clients own Software Services, Application Transitioning Services, Managed Application Support Services
Cloud deployment model Hybrid cloud
Service constraints - Software Subscriptions are required for the relevant non core software
- planned maintenance arrangements
System requirements Browser accessible device

User support

User support
Email or online ticketing support Yes, at extra cost
Support response times OpenSky provide excellent, flexible support services for Dynamics solutions, from standalone applications to complex systems. Our standard package provides remote support services by dedicated support experts from 08:00 to 18:00 Monday to Friday, with 24/7 access to the service desk portal. We provide aggressive SLAs with response times from 30 minutes for Severity 1 tickets, to 4 working hours for Severity 4 tickets, and guaranteed resolution times from 4 working hours for Severity 1 tickets to 40 working hours for Severity 4 tickets. Non-standard packages (onsite, out of hours or on-call support services) can be tailored to your needs.
User can manage status and priority of support tickets No
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), 7 days a week
Web chat support accessibility standard WCAG 2.1 AA or EN 301 549
Web chat accessibility testing Our Web Chat testing has passed all Microsoft standards of accessibility
Onsite support Yes, at extra cost
Support levels OpenSky provide excellent, flexible customer and technical support services for Dynamics solutions, from standalone applications to complex systems. Our ITIL aligned Service Desk combines expert technical personnel with expert customer service to bring the highest standard support solutions. Our standard package provides: - Level 2 and Level 3 Remote Support Services - Dedicated support service desk and cloud support experts from 08:00 to 18:00 Monday to Friday - 24/7 access to the service desk portal - Self-service Knowledge Base and FAQs facility on web portal - System Monitoring - Suite of Daily System Checks performed by start of business each day - Aggressive and guaranteed Response and Resolution times - Support Lead dedicated to your account - Face to face or video-conference meetings - Monthly Service Reports including performance against SLAs and KPIs - Facility for change requests, enhancements - Onsite Quarterly Service Review meetings Non-standard packages can be tailored to your needs, including: - Level 1 Remote Support Services - Onsite Level 1, Level 2 and Level 3 personnel - Out of hours or on-call support services
Support available to third parties Yes

Onboarding and offboarding

Onboarding and offboarding
Getting started Launching a new system implies a change – so training covers not only ‘How does the new system work?’ but also ‘Why do we need a new system in the first place?’ For an end-user, the second question is key to achieving buy-in. Successful solution rollout and integration means focusing on driving adoption and ensuring everyone understands the benefits of working in a new way.
Training channels include via:
• Classroom: hands-on training
• Webinar: useful for ongoing/refresh training
• Self-service: all materials provided via support portal, including training guides, quick start tutorials, etc.
• eLearning: through partners such as Microsoft
Training groups typically include:
• Core Group Training: often people involved in the project team, the select panel co-create or test systems, becoming super-users and internal trainers, following system deployment
• Systems Administrators: tailored training delivered to a number of specialised staff, who will support colleagues, often through helpdesk services. Training may include system configuration and user management.
• Wider Group Training: rollout can be achieved through dedicated training days onsite with small groups with the ‘how’ and ‘why’ being explained and reinforced. This can also be done through shorter, more numerous, webinars. Training focuses on a role basis.
Service documentation Yes
Documentation formats PDF
End-of-contract data extraction All data remains the IP of our clients. If clients do not wish to extend our contract to manage their data, we will work with the incoming, to ensure data is mapped to a new platform. Alternatively, for Microsoft platforms, an incoming provider will assume control of the existing data, as part of our handover project.
End-of-contract process OpenSky work closely with clients during the wind-down stages of a project to understand and map the next stage of their overall strategy. Whether a project is being handed back to our client, or to an incoming provider, we ensure the appropriate knowledge transfer takes place through several tasks, including:
• staff debrief
• status report indicating outstanding issues, risks and incomplete tasks
• ensuring all task and QA documentation is complete
• providing formal feedback to the client on project performance
• provide measure of project achieved and impact
• lessons learnt report
• map of any outstanding tasks for completion by incoming/client team
• financial close of the task
• statement of completion
These tasks will act as a Hand Over to Service (HOTS) package to the client.
The final part of our standardised approach will be to ensure that each project we support is closed-down and handed over to the client and/or support team (provided our support services cover the end of each project).

Pricing will be agreed with client at the scoping stage of each project. Typically, additional days are mapped out for changes to the project, outside the scope of the initial agreement.

Using the service

Using the service
Web browser interface Yes
Supported browsers
  • Internet Explorer 11
  • Microsoft Edge
  • Firefox
  • Chrome
  • Safari 9+
  • Opera
Application to install Yes
Compatible operating systems Windows
Designed for use on mobile devices Yes
Differences between the mobile and desktop service The system automatically re-sizes for screen size (responsive design). There is also an option to use the free App for Apple, Android and Windows platforms for native development
Service interface Yes
Description of service interface For accessibility information, visit the following website: https://www.microsoft.com/en-us/accessibility/
Accessibility standards WCAG 2.1 AA or EN 301 549
Accessibility testing For accessibility information, visit the following website: https://www.microsoft.com/en-us/accessibility/
API Yes
What users can and can't do using the API For Dynamics 365 unifies the capabilities of CRM business software and ERP systems by providing intelligent applications that seamlessly work together in the cloud. More information: https://docs.microsoft.com/en-us/dynamics365/. Customised API's built when required.
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 Microsoft Dynamics CRM is designed to allow system administrators and users the flexibility of customising and configuring the system to meet their specific needs. Any changes in the organisation can be easily accommodated making this application scalable and extensible.
The main requirements for customisation are:
The right/privileges to make changes (based on security role and permissions), Understanding of the business process, Familiarity with the application architecture, A structured methodology for implementation.
Some of the major types of customisations include: Customising forms, views and charts, Automations using workflows and dialogs, Customising reports and dashboards and Managing Templates for document and email generation
Non Dynamics based systems ie.NET developed: Our development team, along with our programme and change team will work closely with your business team to develop system evolutions , deployed little and often, for custom use cases

Scaling

Scaling
Independence of resources If a .NET bespoke development, extensive user testing during UAT phase is completed. Performance metrics are agreed and continuously tested for future scaling. On a Dynamics platform base, scalability and performance are both backed up by Microsoft’s underlying infrastructure in Azure. The investment in infrastructure and operations alone, required by an organization to match the scalability and performance benchmark that Dynamics 365 Online offers out of the box (either on-premises or IaaS) most likely, will be much higher than the entire openskys Gov360 Cloud Based Platform

Analytics

Analytics
Service usage metrics Yes
Metrics types OpenSky provides a KPI service at the start of every project, where key performance metrics are agreed with our government clients and reported on at requested intervals ie weekly, daily, monthly. These metrics cover business value, application performance, cost benefit ratios, user patterns etc
Reporting types
  • API access
  • Real-time dashboards
  • Regular reports
  • Reports on request

Resellers

Resellers
Supplier type Not a reseller

Staff security

Staff security
Staff security clearance Conforms to BS7858:2012
Government security clearance Up to Developed Vetting (DV)

Asset protection

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 every 6 months
Penetration testing approach In-house
Protecting data at rest
  • Physical access control, complying with another standard
  • Encryption of all physical media
Data sanitisation process Yes
Data sanitisation type
  • Explicit overwriting of storage before reallocation
  • Deleted data can’t be directly accessed
Equipment disposal approach In-house destruction process

Data importing and exporting

Data importing and exporting
Data export approach For information on Data Export, please see the following site: https://cloudblogs.microsoft.com/dynamics365/?p=16455?source=crm
Data export formats
  • CSV
  • ODF
Data import formats
  • CSV
  • ODF

Data-in-transit protection

Data-in-transit protection
Data protection between buyer and supplier networks
  • Private network or public sector network
  • TLS (version 1.2 or above)
  • IPsec or TLS VPN gateway
  • Legacy SSL and TLS (under version 1.2)
Data protection within supplier network
  • TLS (version 1.2 or above)
  • IPsec or TLS VPN gateway
  • Legacy SSL and TLS (under version 1.2)

Availability and resilience

Availability and resilience
Guaranteed availability See Microsoft's Online Service Terms at http://www.microsoftvolumelicensing.com/Downloader.aspx?DocumentId=11745
Approach to resilience Please see https://www.microsoft.com/en-us/cloud-platform/global-datacenters and https://www.microsoft.com/en-us/TrustCenter/
Outage reporting Service Health is visible and can be monitored from the Service Health section of the Admin Dashboard in Office 365. Email Alerts can be configured to notify administrators of outages. The Office 365 Admin mobile application can also be used for push notifications on mobile.

Identity and authentication

Identity and authentication
User authentication needed Yes
User authentication
  • 2-factor authentication
  • Public key authentication (including by TLS client certificate)
  • Identity federation with existing provider (for example Google Apps)
  • Dedicated link (for example VPN)
  • Username or password
Access restrictions in management interfaces and support channels VPN access. 2-factor authentication. Username and Password
Access restriction testing frequency At least every 6 months
Management access authentication
  • 2-factor authentication
  • Public key authentication (including by TLS client certificate)
  • Identity federation with existing provider (for example Google Apps)
  • Dedicated link (for example VPN)
  • Username or password

Audit information for users

Audit information for users
Access to user activity audit information You control when users can access 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 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 CDL Group
ISO/IEC 27001 accreditation date 14/12/2018
What the ISO/IEC 27001 doesn’t cover Actual accreditation achieved ISO 27017, which suggests additional security controls for the cloud, where ISO 27001 does not adequately cover this area
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 We have an internal ISO-27001 compliant, Information Security Policy which is available on request.

Also, see https://www.microsoft.com/en-us/TrustCenter/Compliance/ISO-IEC-27001 and The Microsoft Cloud Security Policy is available via the Service Trust Platform aka.ms/stp"

Operational security

Operational security
Configuration and change management standard Supplier-defined controls
Configuration and change management approach OpenSky adheres to Prince2 Methodology Change Management Process. For further information please see http://prince2.wiki/Change
Vulnerability management type Supplier-defined controls
Vulnerability management approach Microsoft Trust Centre provides details on management processes and testing
Protective monitoring type Supplier-defined controls
Protective monitoring approach Please see the following website for details https://docs.microsoft.com/en-us/office365/securitycompliance/
Incident management type Supplier-defined controls
Incident management approach Internally we use ITIL framework for Incident management.
Microsoft provides robust processes incidents.
• Identification – System and security alerts may be harvested, correlated, and analyzed.
• Containment – The escalation team evaluates the scope and impact of an incident.
• Eradication – The escalation team eradicates any damage caused by the security breach, identifies root cause for why the security issue occurred.
• Recovery – During recovery, software or configuration updates are applied to the system and services are returned to a full working capacity.
• Lessons Learned – Each security incident is analyzed to protect against future re-occurrence.

Secure development

Secure development
Approach to secure software development best practice Independent review of processes (for example CESG CPA Build Standard, ISO/IEC 27034, ISO/IEC 27001 or CSA CCM v3.0)

Public sector networks

Public sector networks
Connection to public sector networks Yes
Connected networks Other
Other public sector networks IT Assist

Pricing

Pricing
Price £600000 to £1000000 per unit per year
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
Service documents
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