CGI - Robotics and Process Automation as a Service

CGI enable our clients to identify, realise and optimise a range of benefits through accelerated adoption of Robotic Process Automation (RPA) and Artificial Intelligence (AI).
We deliver complex agnostic virtual workforce solutions to assist clients on their journey through digitisation of processes—ensuring enhanced digital experiences for employees and customers.


  • Advise on the opportunities for Robotic Process Automation


  • Advise on the opportunities for Robotic Process Automation
  • Advice on how to develop end-to-end enterprise solutions
  • Advice on how to implement complex enterprise wide RPA


£721 per person per day

Service documents

G-Cloud 10



Roger Baileff

07841 602596

Service scope

Service scope
Software add-on or extension No
Cloud deployment model Hybrid cloud
Service constraints Notification of planned maintenance will be provided at least 24 hours in advance and six hours notice of emergency maintenance will be provided where possible. Maintenance windows are between the hours of 17:30 and 09:00 (UK local time) on a normal business day and/or between the hours of 08:00 and 12:00 (UK local time) on a non-business day.
System requirements
  • Minimum footprint is very small
  • Typically: six CPU cores with24MB RAM will support 12 instances

User support

User support
Email or online ticketing support Email or online ticketing
Support response times Priority 1: within 30 minutes.
Priority 2 : within 1 hour
Priority 3: within 4 hours
Priority 4: within 8 hours from receipt of call
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 "Priority 1 Respond within 30 minutes, resolution or work-around within 24 hours
Priority 2 Respond within 1 hour. resolution or work around within 3 Working Days
Priority 3 Respond within 4 hours, resolution or work around within 10 Working Days & Permanent Solution in next release
Priority 4 Respond within 8 hours, resolution or work around within 30 Working Days & Permanent Solution in next major release
Support available to third parties Yes

Onboarding and offboarding

Onboarding and offboarding
Getting started A typical on-boarding project comprises a Discovery phase which documents and prioritises the tools and integrations required, how resources will be authenticated and what data might need to be imported. Hosting and security aspects are also discussed and agreed. It defines an agreed, prioritised scope for the remainder of on-boarding project.
An Alpha phase delivers an Interim Operational Capability which is limited to a small proportion of the capability available to the programme. This is not just a prototype – the parts that are included are fully functional and typically comprise the capability available to a single project on the programme. It is normally followed by a review at which the scope and priorities for the remainder of the on-boarding are agreed.
A Beta phase delivers the Final Operational Capability with the full agreed scope. This may include some re-work of the Alpha delivery as agreed at the review. The duration of the Beta phase depends on the complexity of integrations required, sources and formats of data to be imported and the number of tools to be configured, as well as the security architecture and any penetration testing required.
Service documentation Yes
Documentation formats PDF
End-of-contract data extraction Users can specify what data is required when the contract ends. An export of this data can be created at additional cost
End-of-contract process All user access will be terminated. Data in the database for that customer will be backed up then deleted. All integration points will be terminated

Using the service

Using the service
Web browser interface No
Application to install No
Designed for use on mobile devices No
Accessibility standards None or don’t know
Description of accessibility N/A
Accessibility testing N/A
Customisation available Yes
Description of customisation The customer is able to customise the service in many different ways. Some examples of these include:
Whether automated email types are individually switched on or off
Resourcing groups, Office locations and Role hierarchies
Names of processes and steps within a process
Third party companies and different employment types
Security clearance levels.
Balanced scorecards e.g. for Risk management
Role types and rate cards
Resource costs, project codes and unit codes.
Weekly or monthly views on programme data


Independence of resources CGI's experience has shown that up to 12 programmes can be hosted on six CPU cores with 24MB RAM
A sizing model for support resources is used internally to ensure there are enough support resources to service all installations.


Service usage metrics No


Supplier type Not a reseller

Staff security

Staff security
Staff security clearance Other security clearance
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 Managed by a third party
Penetration testing frequency Less than once a year
Penetration testing approach Another external penetration testing organisation
Protecting data at rest Other
Other data at rest protection approach Methods of protecting data at rest will be discussed in conjunction with the hosting provider and agreed during the Discovery phase of the on-boarding project.
Data sanitisation process Yes
Data sanitisation type Explicit overwriting of storage before reallocation
Equipment disposal approach A third-party destruction service

Data importing and exporting

Data importing and exporting
Data export approach Users can specify what data is required when the contract ends. An export of this data can be created at additional cost .
Data export formats CSV
Data import formats CSV

Data-in-transit protection

Data-in-transit protection
Data protection between buyer and supplier networks Private network or public sector network
Data protection within supplier network Other
Other protection within supplier network To be discussed and agreed in conjunction with hosting provider during Discovery phase of the on-boarding project

Availability and resilience

Availability and resilience
Guaranteed availability The service is designed to provide 95% availability. Availability will be discussed and agreed in conjunction with the hosting provider during the Discovery phase of the on-boarding project.
Approach to resilience Resilience will be discussed and agreed in conjunction with the hosting provider during the Discovery phase of the on-boarding project.
Outage reporting The system is monitored using SNMP and alerts raised at the datacentre.

Identity and authentication

Identity and authentication
User authentication needed Yes
User authentication
  • Username or password
  • Other
Other user authentication A copy of Active Directory information is maintained for all registered users. When a user attempts to access a page or resource the current domain login details are extracted from the http request and authenticated against a user list.
An internal role set is also maintained for each user. The user only has access to the capability his domain account provides access to.
Access restrictions in management interfaces and support channels All systems processes access the database using a dedicated system user account. Access to the database for admin users is controlled by adding such users to a dedicated admin user group which in turn is granted admin access to the database.
Access restriction testing frequency At least every 6 months
Management access authentication Username or password

Audit information for users

Audit information for users
Access to user activity audit information Users contact the support team to get audit information
How long user audit data is stored for At least 12 months
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

Standards and certifications
ISO/IEC 27001 certification Yes
Who accredited the ISO/IEC 27001 AFNOR UK Ltd (UKAS Registration No.022)
ISO/IEC 27001 accreditation date 19/09/2016
What the ISO/IEC 27001 doesn’t cover Nothing is NOT covered.
The following IS covered from a Technical perspective: Provision of outsourcing sevices including managed infrastructure services, contact centre services, service desk services, management of print and email, application development, maintenance and support services.
The following IS covered from a Business perspective: The provision of outsourcing, project and consultancy services, including development and delivery activities, plus the management of people, technologies and physical security.
ISO 28000:2007 certification No
CSA STAR certification No
PCI certification No
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 Our security, information security and data protection management system for CGI is established through the Enterprise Security Management Framework (ESMF). The framework applies to the work we conduct for ourselves and for clients under UK contracts. All CGI UK members and contractors are expected to comply with its principles and processes.

The ESMF is comprised of:
A first level suite of security policies and security requirements that apply across the CGI enterprise.

A second level set of standards set out how these policies and requirements are met, these being detailed within the following operational categories:- Access Control- Operations- Technology- Applications- Data management- HR and Organisation- Physical"

Operational security

Operational security
Configuration and change management standard Supplier-defined controls
Configuration and change management approach CGI has a robust configuration and change mangement process adapted specifically for Cloud Services. This will be agreed with the customer in a configuration plan deliverable. This records the roles/people responsible and the change process to be followed and if deviation from standard configuration is required. Deviation (change) requires signoff from both the client and CGI and is closely tracked.
Vulnerability management type Conforms to a recognised standard, for example CSA CCM v3.0 or SSAE-16 / ISAE 3402
Vulnerability management approach All CGI and customer managed systems are kept current with vendor patches (both operational and security) with vulnerability tests performed regularly. Systems are prioritized based on criticality of known vulnerabilities. All changes are strictly controlled through CGI’s change management process.
Protective monitoring type Conforms to a recognised standard, for example CSA CCM v3.0 or SSAE-16 / ISAE 3402
Protective monitoring approach Please see the CGI - Security Operations Centre (SOC) - Protective Monitoring Service for full details of these processes
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 CGI has a very well-defined security incident management standard and supporting process to handle all phases of a security incident. Responsibilities are clearly defined at all levels. Priorities are established to ensure the timely resolution of incidents. Records of incidents are maintained and reported to senior management. Incidents considered to be severe (high priority) are managed through CGI’s Incident Management Centre (IMC), who coordinate/escalate all required parties based on priority. Collection/preservation of evidence is carefully observed throughout the process.

Incident exercises are performed regularly to ensure the process works as expected when needed.

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)
  • Police National Network (PNN)
  • New NHS Network (N3)
  • Joint Academic Network (JANET)
  • Scottish Wide Area Network (SWAN)
  • Other


Price £721 per person per day
Discount for educational organisations No
Free trial available No


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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