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 a user a month
Service documents
Request an accessible format
Framework
G-Cloud 11
Service ID
6 5 4 8 2 4 8 2 6 0 8 3 1 1 0
Contact
Deloitte LLP
Donna Farrell
Telephone: 0207 303 0913
Email: 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
- 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
- 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 a user a month
- Discount for educational organisations
- No
- Free trial available
- No