Deloitte LLP

Digital Citizen Platform

Deloitte's flexible Digital Citizen Platform, to deliver digital services and content from different organisations through a single interface, providing more effective and 'joined-up' citizen services. It supports personalisation of content and services, allowing government, charities and private sector partners to tailor their offering to the specific individual or circumstance.

Features

  • Content management
  • User centric design and configuration
  • Personalisation of content and services to users
  • Flexible and extensible micro-service architecture
  • Real time reporting and business information
  • Document management
  • Secure messaging
  • Tools to support collaborative working between users
  • Supports joined up service delivery and collaboration between partner agencies
  • Prisons, Probation, Education, Health, Police, Local Authority, Housing

Benefits

  • Joined up public services
  • Reduced cost through digital service delivery
  • Citizen-centric to drive uptake and adoption
  • Agile delivery and rapid MVP
  • Personalisation of content to meet specific needs
  • Collaboration between public, private and third sector organsiations
  • Improved user experience
  • Better service outcomes for Public Sector and Citizens

Pricing

£20 to £200 per user per month

Service documents

G-Cloud 11

654824826083110

Deloitte LLP

Toby Spanier

0207 303 0913

publicsectorbidteam@deloitte.co.uk

Service scope

Service scope
Software add-on or extension No
Cloud deployment model Private cloud
Service constraints Applicable where multiple organisations are delivering services or content to individual users and being able to do so in a joined-up and collaborative way would provide benefit.

No specific constraints, but we would be keen to discuss technical and business requirements in detail with any potential buyer.
System requirements
  • Secure connectivity to business applications, e.g. via VPN
  • User accounts provided for use, e.g. Active Directory Account
  • Host server(s) specification to meet Architecture specifications
  • Host virtual desktop(s) specification to meet selected vendor’s requirements
  • Cloud based environment made available. e.g., Azure or AWS

User support

User support
Email or online ticketing support Yes, at extra cost
Support response times Up to 24/7; tailored to client requirements. Same response times at weekends.
User can manage status and priority of support tickets Yes
Online ticketing support accessibility None or don’t know
Phone support Yes
Phone support availability 24 hours, 7 days a week
Web chat support No
Onsite support Yes, at extra cost
Support levels Support is available at various levels - office hours only, through to 24/7. Service desk, email, and phone support are available, and prices will be determined as part of the overall engagement, as they are bespoke for each client.
Support available to third parties No

Onboarding and offboarding

Onboarding and offboarding
Getting started The engagement team will organise workshops with the client team, introducing the use case and benefits of the Experience Platform, how the project will be run, and what users can expect from the service
once it is completed. If clients needed its team trained in the platform that is an available option, and will be priced separately. Deloitte can arrange for our own subject matter experts to facilitate training, either on-site or off-site.
Service documentation Yes
Documentation formats PDF
End-of-contract data extraction All data is owned by the client and the Experience platform is hosted in client private-cloud / environment. Any data extracted from the platform will be in accordance with client data handling policies/regulations, and kept only by them.
End-of-contract process We will discuss with customers any offboarding or scope of exit requirements and reach agreement on the most suitable approach prior to an order being placed. The requirements should be documented in the Order Form by the customer, and Deloitte will include details in the Order
Form as agreed between Deloitte and the customer

Using the service

Using the service
Web browser interface Yes
Supported browsers
  • Internet Explorer 9
  • Internet Explorer 10
  • Internet Explorer 11
  • Microsoft Edge
  • Firefox
  • Chrome
  • Safari 9+
  • Opera
Application to install No
Designed for use on mobile devices Yes
Differences between the mobile and desktop service Specifically designed to provide a rich user experience on mobile. Specific use cases can be configured as predominantly mobile or desktop, as required.
Service interface No
API Yes
What users can and can't do using the API Integration with platform through APIs
API documentation Yes
API documentation formats PDF
API sandbox or test environment No
Customisation available Yes
Description of customisation All client scenarios are likely to be unique and therefore many aspects of the solution can be customised. This includes user interface, workflow, services, integration, and specific use cases.
At each phase of the project, clients are involved in the customisation, and the users of the service are engaged throughout, to ensure that services are tailored to specific requirements as appropriate.

Scaling

Scaling
Independence of resources High availability architecture patterns and best practices will be used for the design of the platform.
The underlying platform (Azure, AWS, etc) will have many built-in platform features that support highly available applications. It would absorb fluctuations in availability, load, and temporary failures in dependent services and hardware. The platform would continue to perform acceptably, as defined by business requirements or application service-level agreements (SLAs).

Analytics

Analytics
Service usage metrics Yes
Metrics types Sample set of metrics available:
- Number of users
- Services used by users
- Other custom metrics, as required
Reporting types
  • 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 once a year
Penetration testing approach ‘IT Health Check’ performed by a CHECK service provider
Protecting data at rest Other
Other data at rest protection approach In accordance and complaint with the rules or standards followed by the client
Data sanitisation process Yes
Data sanitisation type Deleted data can’t be directly accessed
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 The underlying data for the Experience platform will be owned by the client. Deloitte will provide support and suggestions if data export requirement arises.
Data export formats
  • CSV
  • Other
Other data export formats
  • Database dump
  • Tabular data
Data import formats
  • CSV
  • Other
Other data import formats Bespoke as per client requirement (at additional cost)

Data-in-transit protection

Data-in-transit protection
Data protection between buyer and supplier networks Other
Other protection between networks Client specifications/standards for assessing private cloud will be referred.
Data protection within supplier network
  • TLS (version 1.2 or above)
  • IPsec or TLS VPN gateway

Availability and resilience

Availability and resilience
Guaranteed availability In accordance and complaint with the rules or standards requested by the client. This will be discussed and agreed during design phase of the project.
Approach to resilience Available on request
Outage reporting A range of alerting options are available, to be agreed by the client (email, dashboard, etc)

Identity and authentication

Identity and authentication
User authentication needed Yes
User authentication
  • 2-factor authentication
  • Username or password
Access restrictions in management interfaces and support channels As per client requirement. Will be discussed and agreed during design phase
Access restriction testing frequency At least once a year
Management access authentication
  • 2-factor authentication
  • Username or password

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 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 Available on request
ISO/IEC 27001 accreditation date Available on request
What the ISO/IEC 27001 doesn’t cover Available on request
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 As per client requirement. e.g. ISO/IEC 27001:2013

Operational security

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 All config and change management processes are subject to multiple
approval levels; where security is a consideration, this is approved by
the internal cyber risk team.
Vulnerability management type Conforms to a recognised standard, for example CSA CCM v3.0 or SSAE-16 / ISAE 3402
Vulnerability management approach Weekly scans for vulnerabilities; patches applied with Cyber Essentials Plus
Protective monitoring type Conforms to a recognised standard, for example CSA CCM v3.0 or SSAE-16 / ISAE 3402
Protective monitoring approach Conforms to a recognised standard, for example, CSA CCM
v3.0 or ISO/IEC 27035:2011 or SSAE-16 / ISAE 3402
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 Fully managed and defined, in line with ISO/IEC 27001:2013

Secure development

Secure development
Approach to secure software development best practice Conforms to a recognised standard, but self-assessed

Public sector networks

Public sector networks
Connection to public sector networks No

Pricing

Pricing
Price £20 to £200 per user per month
Discount for educational organisations No
Free trial available No

Service documents

pdf document: Pricing document pdf document: Terms and conditions pdf document: Modern Slavery statement
Service documents
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