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

Framework

G-Cloud 11

Service ID

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

Contact

Deloitte LLP

Toby Spanier

0207 303 0913

publicsectorbidteam@deloitte.co.uk

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

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

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

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

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

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

Supplier type
Not a reseller

Staff security

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

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 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 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

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

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

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

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

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

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

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

Public sector networks

Connection to public sector networks
No

Pricing

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

Service documents

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