Computer Task Group (UK) Limited

CTG Secure Portal for Communications Data Disclosure

CTG provide custom, secure Information Disclosure portals delivering workflow automation and self-service between public sector departments, law enforcement and the private sector. CTG cloud based solutions can be configured to support a wide range of disclosure workflows including RIPA, RDHI, DRD, FOI, DPA and other security sensitive regulations.

Features

  • Fully Configurable solution
  • Branding, bespoke Service requests and Reporting
  • PSN Compliant
  • On-boarding and Off-boarding services to help smooth the business change
  • Free Opportunity Assessment workshop to help build a potential vision
  • Conference Room Trial (£20,000) to help identify Critical Success Factors

Benefits

  • Fully document and publish your Data Catalogue
  • Full control of internal and external user access
  • Self service and full automation is possible
  • Full Audit trail available for all transactions, including watermarked outputs
  • Deploy product prototypes to support stakeholder engagement and requirement definition

Pricing

£170000 per licence per year

  • Free trial available

Service documents

G-Cloud 10

715301605887393

Computer Task Group (UK) Limited

Haydn Watkins

+44(0)1189 750877

haydn.watkins@ctg.com

Service scope

Service scope
Software add-on or extension No
Cloud deployment model Private cloud
Service constraints Each portal is fully customisable based on CTG’s existing workflow application and therefore will have its own agreed maintenance and release schedules. CTG publish a roadmap setting out a schedule for future releases to ensure customers know what to expect and when – particularly what the impact on their business will be and how to prepare for it. The content of the releases is driven by the Change Advisory Board (CAB) made up from the user and sponsoring communities. It will usually be expected for a client to take each major release within 12 months of it being available.
System requirements All required Oracle licenses are included in CTG pricing

User support

User support
Email or online ticketing support Yes, at extra cost
Support response times CTG’s security cleared managed service team is available to support all aspects of the portal deployment up to and including full business process outsourcing where this is required.
CTG’s remote service centre operates 24 x 7 and supports most European languages and can be used by customers to support all aspects of their operation, including in house and third party provided software and solutions.
User can manage status and priority of support tickets No
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 CTG provide a full support service and dedicated Service Management team: • A dedicated Service Manager and specialist support analyst for each customer responsible for SLA delivery • Incident Management via 24 x 7 multi-lingual service desk with online incident logging and tracking facility available to customers via CTG service portal and/or email • Hand-offs to other business customers or suppliers where these have been agreed as being in scope for the managed service • A maintenance and problem management team responsible for ongoing product improvement and defect resolution • A Product and Release Manager responsible for working with customers to agree and prioritise the future change roadmap of the software. The portal application also contains a range of features and functions that provides real time management information on the state of the application from a business perspective. These include: • Current work dashboard showing distribution of work and SLA status • A job management control panel displaying running jobs and potential faults and providing analysis and issue resolution controls • Alerts when an automated task fails for both business users and the support teams • User friendly on-screen warnings advising them of potential delays.
Support available to third parties Yes

Onboarding and offboarding

Onboarding and offboarding
Getting started CTG’s success in delivering disclosure portals has come from understanding the business change challenges as much as it is about the software required to deliver those changes. The on-boarding method starts right from the initial visioning and design stages, where CTG ensure a business process based approach is used to help all stakeholders understand how the new model will work and identify and plan for the future on-boarding challenges when the final solution is ready for go-live. This ongoing engagement ensures all parties are ready for the change with critical ‘blocker’ issues addressed and all enabling activities identified in an overall on-boarding strategy. Key components include: Data Readiness • Standard load templates and scripts tailored for historic data to be migrated prepared and tested • Historic data extracts prepared and ready for loading Support Configuration • Agreed processes for incident management and service desk support • Agreed standard release management approach Business Readiness • End user training for Requesting Agencies and Information Owners • Delivery of customised user documentation • Support for the integration of new processes with the current operation
Service documentation Yes
Documentation formats
  • HTML
  • PDF
End-of-contract data extraction Off-Boarding in the event of service termination is aided by: • Ensuring a contingency non-system based business process is defined alongside the new automated service. Should the service be terminated, these processes can be deployed to continue operations • Providing data extraction functions and supporting documentation that will ensure the customer’s data can readily be extracted for archiving and/or populating to other systems in the event of service termination. This can be further protected through an escrow arrangement if required.
End-of-contract process Typical contracts include an implementation phase, followed by multi year support deal. An annual support deal is mandatory if the systems is being used in a live environment. If annual Support is not renewed then the agreement terminates, unless the client agrees a bespoke close down period agreement. Additional support activities can be purchased based on need (if required).

Using the service

Using the service
Web browser interface Yes
Supported browsers
  • Internet Explorer 11
  • Firefox
  • Chrome
Application to install Yes
Compatible operating systems
  • Linux or Unix
  • Windows
Designed for use on mobile devices No
Accessibility standards None or don’t know
Description of accessibility CTG's Secure Portal Application is subject to Penetration testing at least every 6 months. This ensures that data entry security standards are maintained and that any defects or risk areas are identifed and addressed as appropriate.
Accessibility testing None.
API Yes
What users can and can't do using the API Should no standard interface be available to link CTG systems to data sources, CTG have a generic API that can be customised to interface to any source data system. The standard for this is fully documented to allow a customer or other third party to develop connectors to the CTG interface should they wish to do this for themselves.
API documentation Yes
API documentation formats Open API (also known as Swagger)
API sandbox or test environment Yes
Customisation available Yes
Description of customisation Most of CTG’s deployments require a level of customisation to meet specific discloser and customer requirements. Connectivity and hosting technical requirements (especially to support IL3) can also have significant impact on costs and therefore there is no standard price for a secure portal.
CTG have a flexible pricing approach which can be tailored to best suit the customer’s budget and preferred payment schemes. These can consider:
• An in initial capital cost for the customisation, deployment and accreditation costs with the ongoing costs based on the level of support required and fixed hosting/software support costs
• Service based costing where a fixed monthly or quarterly service charge over the service period (typically a minimum of 3 years) which covers all costs including the initial set up
• Transaction based costing where a per-transaction charge is agreed (typically subject to a minimum number of transactions being completed per month). Discounts can be applied as volumes increase above agreed thresholds

Scaling

Scaling
Independence of resources Typical performance attributes are: • 80% of automated requests to be returned with 60 seconds • 99% of automated requests to be returned within 15 minutes • 80% of web pages to load in less than 3 seconds across any working week In terms of portal availability CTG’s hosting partner, AQL, has a network that is designed to be fault-tolerant and is load-balanced in a high availability configuration. The network service has resilient, multisite presence. Each site has multiple connections to various mobile network service and transit providers and a resilient ring connecting each of its points-of-presence.

Analytics

Analytics
Service usage metrics No

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
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 every 6 months
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
  • Encryption of all physical media
Data sanitisation process Yes
Data sanitisation type Explicit overwriting of storage before reallocation
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 All system outputs are presented in PDF and .csv formats.
Data extraction is possible and would be subject to a bespoke agreement, but this is considered a highly unusual task and would be based on client specific requirements.
Data export formats
  • CSV
  • ODF
Data import formats
  • CSV
  • ODF

Data-in-transit protection

Data-in-transit protection
Data protection between buyer and supplier networks
  • Private network or public sector network
  • TLS (version 1.2 or above)
Data protection within supplier network
  • TLS (version 1.2 or above)
  • IPsec or TLS VPN gateway

Availability and resilience

Availability and resilience
Guaranteed availability Service Levels are specific to each portal implementation as they can have a significant effect on the cost of operating the service. CTG portals are typically specified for (and achieve) over 99.5% availability with 24x7 responses to mission critical outages with business hours for other incidents. In terms of portal availability CTG’s hosting partners have networks designed to be fault-tolerant and load-balanced in a high availability configuration.
Approach to resilience In terms of portal availability CTG’s hosting partners have networks designed to be fault-tolerant and load-balanced in a high availability configuration.
Outage reporting CTG maintains open communications with clients and will plan outages to provide resilient and security updates as and when appropriate.
The application has a system wide message bar that can be used to communicate planned outages as required.
Service levels will be discussed during the quarterly account meetings to ensure client satisfaction.

Identity and authentication

Identity and authentication
User authentication needed Yes
User authentication
  • Limited access network (for example PSN)
  • Username or password
Access restrictions in management interfaces and support channels The application can only be accessed via PSN.
Access restriction testing frequency At least every 6 months
Management access authentication
  • Limited access network (for example PSN)
  • Dedicated link (for example VPN)
  • 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 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 No
ISO 28000:2007 certification No
CSA STAR certification No
PCI certification No
Other security certifications Yes
Any other security certifications
  • UK Government audited and rated CTG Policies and Procedures compliance
  • UK Government has issued Security Aspects Letter to CTG
  • CTG has ISO9001:2015 certification and is audited annually
  • CTG has aligned it's internal secuity policies with ISO27001
  • CTG partners are ISO27001 certified

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 CTG has a Security Aspects Letter (SAL) for provision of Communications data and IP resolution, signed and agreed with UK government. This covers data handling and management across the organisation.
CTG uses the SAL to maintain Standard Operating Procedures to cover the Security policies and processes to which CTG adhere. Staff are required to read and sign to say that they understand the processes and policies. These processes and policies are reviewed annually, and updated as appropriate, requiring staff to read and sign again.
On a wider level CTG operates Security policies aligned with ISO27001 and requires all staff to read and be tested against its standard security policies on an annual basis.

Operational security

Operational security
Configuration and change management standard Supplier-defined controls
Configuration and change management approach Each portal is fully customisable based on CTG’s existing workflow application and therefore will have its own agreed maintenance and release schedules. CTG publish a roadmap setting out a schedule for future releases to ensure customers know what to expect and when – particularly what the impact on their business will be and how to prepare for it. The content of the releases is driven by the Change Advisory Board (CAB) made up from the user and sponsoring communities. It will usually be expected for a client to take each major release within 12 months of it being available.
Vulnerability management type Supplier-defined controls
Vulnerability management approach Actively monitor and assess patches issued by software suppliers and regularly test and apply patches to maintain security (quarterly).
Critical threats are patched immediately.
This is validated by external penetration testing every six months.
Protective monitoring type Supplier-defined controls
Protective monitoring approach Penetration testing is completed at least every six months, both by ourselves, our clients and UK Government.
Critical issues are acted upon immediately.
Standard ITIL processes are operated as part of application support, incidents are managed based on severity, ranging from p1 = hours, to P3 = days.
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 CTG provide a full support service and dedicated Service Management team for their disclosure portals. The team covers the full range of ITIL service management processes and comprising:
• A dedicated Service Manager and specialist support analyst for each customer responsible for SLA delivery
• Incident Management via 24 x 7 multi-lingual service desk with online incident logging and tracking facility available to customers via CTG service portal and/or email
• A maintenance and problem management team responsible for on-going product improvement and defect resolution

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 £170000 per licence per year
Discount for educational organisations No
Free trial available Yes
Description of free trial CTG offer prospective customer’s a free of charge Opportunity Assessment over 2 business days. Building a picture of the current operation, challenges and risks and introducing new ideas. CTG run a workshop building potential vision – identifying key benefit areas whilst being realistic about costs, business impact and overall feasibility.

Documents

Documents
Pricing document View uploaded document
Skills Framework for the Information Age rate card View uploaded document
Service definition document View uploaded document
Terms and conditions document View uploaded document
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