EntServ UK Ltd part of the DXC Technologies Group

Hybrid Citizen Engagement Accelerator Offering

With DXC Technology SAP Hybrid Commerce citizen engagement accelerator you will quickly be able to launch an omni-channel citizen engagement platform using market-leading, modern technology. Your constituents will immediately benefit from a responsively designed site and forms which means they can interact wherever, whenever and on whatever device(s) they prefer.

Features

  • Deploy a truly omni-channel digital-engagement solution out-of-the-box
  • Go live within a few short months
  • Brings immediate benefits to your citizens
  • It also allows you to instantly comply with GDPR
  • Uses APIs to reduce integration complexity
  • Platform is back-end agnostic

Benefits

  • Realization of benefits faster in a long term transformation project
  • Lower cost of ownership
  • Reduce cost of service delivery
  • Increase citizen satisfaction
  • Easing the pain of integration
  • Citizen 360 account management
  • Frictionless compliance and transparency
  • Simplified service requests and applications
  • Omni-channel citizen engagement is within reach

Pricing

£8.20 per user per month

Service documents

G-Cloud 11

659851625568529

EntServ UK Ltd part of the DXC Technologies Group

DXC Frameworks Team

+44 (0)560 303 4826

ukitenders@dxc.com

Service scope

Service scope
Software add-on or extension No
Cloud deployment model Hybrid cloud
Service constraints None.
System requirements TBA

User support

User support
Email or online ticketing support Yes, at extra cost
Support response times Response times vary based on the level of support required by the customer and the priority of the incident logged.
Response times range from 1 hour min to 16 hours max.
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 Yes, at an extra cost
Web chat support availability 24 hours, 7 days a week
Web chat support accessibility standard WCAG 2.1 AA or EN 301 549
Web chat accessibility testing Hybris is enabled for assistive technology users
Onsite support Yes, at extra cost
Support levels TBA
Support available to third parties Yes

Onboarding and offboarding

Onboarding and offboarding
Getting started We provide a mix of training options for users from onsite user based training, train the trainer, on line user documentation and web based eLearning style training courses. We also provide Masterclasses for ongoing training and exposure to new functionality as it is released.
Software is designed to be intuitive to be used by any user.
Service documentation Yes
Documentation formats
  • HTML
  • PDF
End-of-contract data extraction The users data will be sat in their own personal workspace and this data can be copied to a new location upon termination of the contract
End-of-contract process A customer may terminate a Subscription at any time during its Term; however, you must pay all amounts due and owing before the termination is effective. Included in the price of the contract is all the hardware and software as agreed at the time of the contract. What is not included as standard if the integration of the Cloud service into any on existing on premise or other Cloud solutions the customer may require. This will include API's, bespoke anlaytics or reports, or customisations,

Using the service

Using the service
Web browser interface Yes
Supported browsers
  • Internet Explorer 10
  • Internet Explorer 11
  • Microsoft Edge
  • Chrome
  • Safari 9+
Application to install No
Designed for use on mobile devices Yes
Differences between the mobile and desktop service The solution is based on web browser functionality and so there are no differences between the mobile and desktop service.
Accessibility standards WCAG 2.1 AA or EN 301 549
Accessibility testing Disclosed upon application.
API Yes
What users can and can't do using the API Standard APIs that come with the citizen engagement accelerator compliment the various citizen journeys and processes, such
as in/out bound service requests, service request status updates, inbound documents from external systems, inbound invoices to the
platform, outbound payment receipts from the accelerator, and in/out bound relationships. In addition, standard integrations between SAP
Hybris Commerce and SAP applications to further reduce integration complexity. A specially designed new data model included with the citizen engagement accelerator was created for the needs of
government organizations and its use cases. It compliments data models from backend systems like CRM and ERP.
API documentation Yes
API documentation formats
  • HTML
  • Other
API sandbox or test environment Yes
Customisation available Yes
Description of customisation The Service can be customised in terms of the look at feel for each customer. The solution is also Modular so each customer can take the components they require initially and then add at a later date. Some self service customisation can be included in some of the modules and this can be explored upon request

Scaling

Scaling
Independence of resources Hybris is hosted on a fully scalable cloud.

Analytics

Analytics
Service usage metrics Yes
Metrics types TBA
Reporting types
  • API access
  • Real-time dashboards
  • Regular reports
  • Reports on request

Resellers

Resellers
Supplier type Reseller providing extra features and support
Organisation whose services are being resold SAP

Staff security

Staff security
Staff security clearance Conforms to BS7858:2012
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
  • European Economic Area (EEA)
User control over data storage and processing locations No
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 Physical access control, complying with CSA CCM v3.0
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 At all times during the term of Customer’s subscription, Customer will have the ability to access and extract Customer Data stored in each Online Service.
Data export formats
  • CSV
  • Other
Other data export formats
  • PDF
  • XLS
Data import formats
  • CSV
  • Other
Other data import formats
  • XLS
  • PDF

Data-in-transit protection

Data-in-transit protection
Data protection between buyer and supplier networks
  • TLS (version 1.2 or above)
  • Other
Other protection between networks Connections that are established between customers and SAP Hybris are encrypted by using industry-standard Transport Layer Security (TLS). This establishes a secured browser-to-server connection, which helps provide data confidentiality and integrity between the desktop and datacenter. A redundant network provides failover capability and helps ensure network availability.
Data protection within supplier network
  • TLS (version 1.2 or above)
  • Other
Other protection within supplier network Hybris uses security technologies to protect your cloud services and data, and block attacks.
•Firewalls and perimeter firewalls
•Intrusion detection systems/intrusion prevention systems detect and identify suspicious or undesirable activities that indicate intrusion
•Partitioned LANs
•Multi-tier topology
•Traffic isolation
•Cross-premises connectivity enables you to establish connections between a virtual network and multiple on-premises sites, by using VPN gateways or third-party virtual appliances.
•Access Control Lists

Availability and resilience

Availability and resilience
Guaranteed availability Standard part of cloud services. various options are available depending upon business needs
Approach to resilience This is available upon request .
Outage reporting This is available upon request .

Identity and authentication

Identity and authentication
User authentication needed Yes
User authentication
  • 2-factor authentication
  • Public key authentication (including by TLS client certificate)
  • Other
Other user authentication This is available upon request .
Access restrictions in management interfaces and support channels This is available upon request .
Access restriction testing frequency At least once a year
Management access authentication
  • 2-factor authentication
  • Public key authentication (including by TLS client certificate)

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 SAP
ISO/IEC 27001 accreditation date TBA
What the ISO/IEC 27001 doesn’t cover TBA
ISO 28000:2007 certification No
CSA STAR certification Yes
CSA STAR accreditation date TBA
CSA STAR certification level Level 2: CSA STAR Attestation
What the CSA STAR doesn’t cover TBA
PCI certification Yes
Who accredited the PCI DSS certification SAP
PCI DSS accreditation date TBA
What the PCI DSS doesn’t cover TBA
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 SAP Hybris security policies and processes.

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 This is available upon request .
Vulnerability management type Conforms to a recognised standard, for example CSA CCM v3.0 or SSAE-16 / ISAE 3402
Vulnerability management approach Covered under SAP Hybris vulnerability management process.
Protective monitoring type Conforms to a recognised standard, for example CSA CCM v3.0 or SSAE-16 / ISAE 3402
Protective monitoring approach This is available upon request .
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 TBA

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 Public Services Network (PSN)

Pricing

Pricing
Price £8.20 per user per month
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: Terms and conditions pdf document: Modern Slavery statement
Service documents
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