Abavus.co.uk

Abavus - Chat Bot

My Council Services Chat Bot is a next generation of web enabled customer self service channel. Powered by a combination of heuristic rules and artificial intelligence is bring web chat into a new era

Features

  • Customer self service via web chat interface
  • Driven b rules and artificial intelligence
  • Configurable knowledge base search
  • Role based access and data control for security and productivity

Benefits

  • Increase call centre staff productivity and reduce avoidable contact
  • Offer consistent interactions across telephone and self-service channels

Pricing

£8000 per unit per year

  • Free trial available

Service documents

Framework

G-Cloud 11

Service ID

6 6 4 0 2 8 7 8 8 3 1 1 5 7 4

Contact

Abavus.co.uk

Berni Simmons

0208 530 2505

info@abavus.co.uk

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
Contact Centre CRM is a module that forms part of the complete My Council Services digital platform. It can be used 'stand alone' or it can be used in conjunction with other modules on the My Council Services platform.
Cloud deployment model
Private cloud
Service constraints
The Service is intended to be available 24 hours a day, 7 days a week except for: (a) any planned downtime which includes weekly maintenance every Sunday between the hours of 3:00a.m. GMT to 9:00a.m GMT (the “Standard Maintenance Window”), (b) emergency maintenance if deemed necessary and (c) down time caused by an event of force majeure. Abavus will use commercially reasonable efforts to notify Customer four (4) days in advance of downtime planned for a Standard Maintenance Window.
System requirements
  • Supported browser is the only requirement
  • Internet Explorer, Firefox, Chrome, Safari, Opera and mobile versions

User support

Email or online ticketing support
Email or online ticketing
Support response times
Within 4 hours. Standard support terms do not include weekends. Weekend and out of hours support available by separate negotiation with Abavus Ltd.
User can manage status and priority of support tickets
Yes
Online ticketing support accessibility
WCAG 2.1 A
Phone support
Yes
Phone support availability
9 to 5 (UK time), Monday to Friday
Web chat support
No
Onsite support
Yes, at extra cost
Support levels
Full range of support is provided as part of the annual subscription to the hosted products.

Any non standard support requirements are agreed through separate negotiation with the client.

All clients have access to a technical account manager
Support available to third parties
Yes

Onboarding and offboarding

Getting started
Abavus provides a comprehensive on boarding service for every client. This includes but is not limited to the following aspects and deliverables:

Mutually agreed project plan which will vary in detail and complexity based on the size and scope of the project

An agreed delivery of onsite training with accompanying training aids to support ongoing learning

Access to remote, screen casting trouble shooting sessions and configuration support with a qualified technical account manager
Access to our standard support service via telephone, email and online ticketing capability

An on boarding project would also typically include some element of onsite consulting delivery to assist with any aspect of process review, platform configuration and technical configuration as required. Onsite consulting delivery is a separately chargeable service and would be agreed in advance with the client.
Service documentation
Yes
Documentation formats
PDF
End-of-contract data extraction
All contracts with our clients clearly state that the data held in the hosted instance belongs to the client. Abavus Ltd is registered with the Information Commissioners Office (ICO) as a data processor.

Tools exist, as a standard part of the platform, that allow clients to extract their data in flat file format at any time during their contract period.
End-of-contract process
At the end of a contract period, if a client does not wish to continue with use of the service, then the secure instance of the service for that client will be inaccessible.

Prior to this happening we will have worked with the client to ensure that they have retrieved any required data from the platform.

Once the client has retrieved any data from the platform the instance will be deleted and the data will also be deleted (unless subject to any legal requirement to maintain data, securely archived, for any period of time).

Using the service

Web browser interface
Yes
Supported browsers
  • 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
Equivalent user experience between desktop browsers and their mobile versions.

We also provide native mobile applications running on iOS, android and Windows for Smartphones and Tablets.
Service interface
Yes
Description of service interface
Full Graphical User Interface is provided for all aspects of the platform
Accessibility standards
WCAG 2.1 A
Accessibility testing
Abavus has relied on client testing with their own users of assistive technology.
API
Yes
What users can and can't do using the API
My Council Services offers a web services based API. The API is a separately licensed product subscription available via G cloud on an annual subscription.

Clients can use the API to poll the My Council Services database at regular intervals and to securely extract data relating to Service Requests, Tasks or Cases in order that is is available to third party systems.

Web APIs can include SOAP, WSDL, JSON, XML. Internal web services are RESTful

The My Council Services web services API is controlled in terms of security and access
API documentation
Yes
API documentation formats
Open API (also known as Swagger)
API sandbox or test environment
Yes
Customisation available
Yes
Description of customisation
Yes. all areas of the platform can be customised to the individual clients preferences using configuration based tools. Configuration tools provided cover most user facing areas of the product from form design through to themes, colours, workflow and rules for automation.

Access to the entire platform is governed using the Role Based Access Control Module (RBAC). Individual roles can be configured by the client with differing levels of privilege that allow more or less configuration capability.

Scaling

Independence of resources
The following scalability measures are in place:

The MCS platform operates a 4 Server Cluster providing a total of 212 cores, 1.2TB of RAM, and 160TB of storage.

The My Council Services (MCS) platforms operates using a 100% 10GB network. Within the racks of the MCS Private Cloud everything is run at 10GB, the link between the data centres, and connections to the three transit suppliers.

Our DR suite can be operational in a few minutes and will support all our core servers

System is clustered for High Availability & Load Balancing. Clustering at DB layer & Application server layer.

Analytics

Service usage metrics
Yes
Metrics types
My Council Services offers a useful array of real-time platform usage metrics. These include but are not limited to the following:

Service request dashboard – tabular, chart and map based reports
Customer usage reports - tabular, chart and map / geographical boundary based reports

Detailed analytics – configurable reports on detailed service request, task and case management data

The analytics function of the platform is an area that is being rapidly developed to include time series and forecast type analytics
Reporting types
  • Real-time dashboards
  • Regular reports

Resellers

Supplier type
Reseller providing extra features and support
Organisation whose services are being resold
ITouch Vision Ltd

Staff security

Staff security clearance
Other security clearance
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
User control over data storage and processing locations
No
Datacentre security standards
Managed by a third party
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
Deleted data can’t be directly accessed
Equipment disposal approach
In-house destruction process

Data importing and exporting

Data export approach
Clients (UK Public Sector organisations) can extract their data from the platform at anytime in a flat file format (e.g. .csv).

Where a client instance is integrated to any third party application via web services then specific ranges of data are being extracted to separate database applications at a frequency that can be set by the client e.g. every 15 or 30 minutes.
Data export formats
  • CSV
  • Other
Other data export formats
  • HTML
  • XML
Data import formats
  • CSV
  • Other
Other data import formats
XML (subject to web services security constraints)

Data-in-transit protection

Data protection between buyer and supplier networks
TLS (version 1.2 or above)
Data protection within supplier network
TLS (version 1.2 or above)

Availability and resilience

Guaranteed availability
Contractually assured availability with the following clause:

Availability.

The Service is intended to be available 24 hours a day, 7 days a week except for: (a) any planned downtime which includes weekly maintenance every Sunday between the hours of 3:00a.m. GMT to 9:00a.m GMT (the “Standard Maintenance Window”), (b) emergency maintenance if deemed necessary and (c) down time caused by an event of force majeure. Abavus will use commercially reasonable efforts to notify Customer four (4) days in advance of downtime planned for a Standard Maintenance Window
Approach to resilience
The following measures are in place to ensure resilience of the platform:

Firewall - Database never exposed beyond internal firewall

Penetration Testing - Regular penetration tests are performed at least every 20 days. Any relevant outcomes are immediately evaluated and acted upon

Source code encryption - Encrypted binary source code deployed to app preventing reverse engineering from hackers

SSL - Secure Sockets Layer (SSL) used for all communication & Web services

Private Key Encryption - Private key shared between app & server to encrypt data packets

The MCS platform operates a 4 Server Cluster providing a total of 212 cores, 1.2TB of RAM, and 160TB of storage.

The My Council Services (MCS) platforms operates using a 100% 10GB network. Within the racks of the MCS Private Cloud everything is run at 10GB, the link between the data centres, and connections to the three transit suppliers.

Our DR suite can be operational in a few minutes and will support all our core servers

System is clustered for High Availability & Load Balancing. Clustering at DB layer & Application server layer.

More detailed security and resilience information is available upon request.
Outage reporting
The occurrence of any out of tolerance event that has the potential to disrupt service delivery will be picked up by the My Council Services 'Pulse Monitor' service. This service runs 24/7 and monitors both core platform performance and the activity levels of any integration points between My Council Services and third party applications.

Any disruption to service, beyond defined tolerance levels, will trigger an email alert and phone call to key authorised, technical personnel.

In turn, once any disruptive event is identified, notifications are triggered to the Abavus Technical Account Management team who will liaise with clients to advise.

Identity and authentication

User authentication needed
Yes
User authentication
Username or password
Access restrictions in management interfaces and support channels
My Council Services is equipped with a comprehensive Role Based Access Control Module (RBAC).

RBAC allows for the configuration of highly detailed access and login privileges.

RBAC will effectively govern which individual users can access management interfaces and / or support channels.

RBAC governs both a user’s ability to access areas of functionality and also a user’s ability to access specific data fields.
Access restriction testing frequency
At least every 6 months
Management access 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
At least 12 months
Access to supplier activity audit information
Users have access to real-time audit information
How long supplier audit data is stored for
At least 12 months
How long system logs are stored for
At least 12 months

Standards and certifications

ISO/IEC 27001 certification
No
ISO 28000:2007 certification
No
CSA STAR certification
No
PCI certification
No
Other security certifications
Yes
Any other security certifications
Industry Standard SSL Extended Validation incorporating company and financial checks.

Security governance

Named board-level person responsible for service security
Yes
Security governance certified
No
Security governance approach
Security governance is given the highest priority and there is an appointed board member who has a portfolio that includes the assurance of fit for purpose security governance protocols.

The Abavus Business Continuity, Disaster Recovery and Security Governance Plan is regularly reviewed to ensure its accuracy and is updated accordingly. The plan describes procedures to be performed in the event of different types of event, which could affect the core operations of the business.
Information security policies and processes
Abavus has a full range of documented security policies and associated processes that enable the business to ensure effective security. These include the following:

Incident management processes
Security incident definition (published internally)
Personnel security checks and employment checks
Secure development policies
Supply chain security check and review
Third party supplier risk assessment
General risk assessment

Operational security

Configuration and change management standard
Supplier-defined controls
Configuration and change management approach
There is a well-documented process and methodology that is in place to help the organisation manage the process of change and development in relation to the My Council Services platform.

Within specific client projects and implementations there may be bespoke changes and developments that form part of the wider project delivery. In this context change management is a mutually agreed and documented process. Changes that have an effect on product functionality will be subject to the same process as listed below.

Development

Link Testing

User Acceptance Testing

Demonstration

Pre-Production

Production
Vulnerability management type
Supplier-defined controls
Vulnerability management approach
There is a well tested and documented set of processes that enables Abavus to adequately manage potential and perceived vulnerabilities.

These include:

Vulnerability assessment
Vulnerability monitoring and tracking
Vulnerability mitigation prioritisation
Vulnerability mitigation timescales
Protective monitoring type
Supplier-defined controls
Protective monitoring approach
Protective monitoring covers how both the vendor is enabled to identify potential compromises and how the vendor enables users to identify and make the vendor aware of potential compromises.

Specific processes that monitor for vulnerabilities:

Firewall - Full audit data captured and prioritised

Penetration Testing - Penetration tests are performed at least every 20 days. Any relevant outcomes are immediately evaluated and acted upon

Best practice measures are in place and regular testing is conducted after every version upgrade to protect against SQL injection. Full audit information captured and prioritised.

All identified vulnerabilities are prioritised and immediate action is taken.
Incident management type
Supplier-defined controls
Incident management approach
Abavus has a documented incident management policies and associated processes that enable the business to ensure effective identification and management of any qualifying occurrence. These include the following:

Incident management processes

Incident definition (published internally)

Third party supplier risk assessment & incident identification

General risk assessment

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
£8000 per unit per year
Discount for educational organisations
No
Free trial available
Yes
Description of free trial
Trial episodes can be arranged direct with the vendor. This is a back office interface

Service documents

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