DigitalFirst Solutions

Customer Digital Platform

Customer Digital Platform is a cloud customer engagement platform, built in Liferay and hosted securely in AWS, that supports local government and housing online transactions. It has fully configured digital transactional processes and complex eforms that enable key business information and rules to be automated into line of business applications.


  • Authentication and Identity Management for citizens
  • Citizen 'My Account' dashboard for all services and contacts
  • Enables customer to 'Tell us once' via intelligent data
  • Integration with multiple Local Authority Line of Business systems
  • Integration with Customer Relationship Management systems
  • Configured processes and eForms provided out of the box
  • Fully integrated with Google Maps for issue reporting
  • Integrated with Microsoft Power BI suite for system reporting
  • Bootstrap designed forms for all core processes
  • Real time view of customer information


  • Drives channel shift efficiency savings within local authorities
  • Drives channel shift efficiency savings within local authorities
  • Provides officers with structured information to fulfil service requests
  • Real time reporting on customer contacts and service requests
  • Fully mobile phone and device responsive
  • Raise customer satisfaction through excellent digital experience


£30000 per instance per year

Service documents

G-Cloud 11


DigitalFirst Solutions

Stephen Gray


Service scope

Service scope
Software add-on or extension No
Cloud deployment model
  • Public cloud
  • Private cloud
Service constraints No
System requirements SaaS

User support

User support
Email or online ticketing support Email or online ticketing
Support response times Included in service definition
User can manage status and priority of support tickets Yes
Online ticketing support accessibility None or don’t know
Phone support No
Web chat support No
Onsite support No
Support levels Described in service definition
Support available to third parties No

Onboarding and offboarding

Onboarding and offboarding
Getting started Onsite training and online material
Service documentation Yes
Documentation formats HTML
End-of-contract data extraction Batch transfer
End-of-contract process Service definition

Using the service

Using the service
Web browser interface Yes
Supported browsers
  • Internet Explorer 10
  • Internet Explorer 11
  • Microsoft Edge
  • Firefox
  • Chrome
  • Safari 9+
Application to install No
Designed for use on mobile devices Yes
Differences between the mobile and desktop service None
Service interface No
What users can and can't do using the API To be discussed dependent upon line of business applications but is an open API
API documentation No
API sandbox or test environment No
Customisation available Yes
Description of customisation Configurable through platform


Independence of resources Performance guarantees of service availability in SLA


Service usage metrics Yes
Metrics types Reports on request
Reporting types Reports on request


Supplier type Not a reseller

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 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 Another external penetration testing organisation
Protecting data at rest Physical access control, complying with CSA CCM v3.0
Data sanitisation process No
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 Various file batch formats
Data export formats
  • CSV
  • ODF
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
  • IPsec or TLS VPN gateway
  • Legacy SSL and TLS (under version 1.2)

Availability and resilience

Availability and resilience
Guaranteed availability See pricing agreement
Approach to resilience AWS
Outage reporting Email

Identity and authentication

Identity and authentication
User authentication needed Yes
User authentication 2-factor authentication
Access restrictions in management interfaces and support channels Authentication processes as per SLA
Access restriction testing frequency At least every 6 months
Management access authentication 2-factor authentication

Audit information for users

Audit information for users
Access to user activity audit information Users receive audit information on a regular basis
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

Standards and certifications
ISO/IEC 27001 certification No
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 Service definition

Operational security

Operational security
Configuration and change management standard Supplier-defined controls
Configuration and change management approach Config and change management processes set out of part of client SLA and based upon ISO 90001
Vulnerability management type Conforms to a recognised standard, for example CSA CCM v3.0 or SSAE-16 / ISAE 3402
Vulnerability management approach Vulnerability management processes set out of part of client SLA and based upon ISO 90001
Protective monitoring type Conforms to a recognised standard, for example CSA CCM v3.0 or SSAE-16 / ISAE 3402
Protective monitoring approach Protective monitoring processes set out of part of client SLA and based upon ISO 90001
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 Incident management processes set out of part of client SLA and based upon ISO 90001

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 No


Price £30000 per instance per year
Discount for educational organisations No
Free trial available No

Service documents

pdf document: Pricing document pdf document: Service definition document pdf document: Terms and conditions
Service documents
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