Deloitte LLP

Cloud-based Robotic Intelligent Automation (RIA)

Deloitte provides Robotic Intelligent Automation solutions with alternative operating models, from initial build to automation as a fully managed service. We leverage our expertise alongside Robotic and Cognitive technologies to define, deliver and run automated operations.

Features

  • Delivery teams with accredited technical RIA expertise
  • First-line support for RIA operations provided, with SLA
  • Exceptions monitoring to drive continuous improvement
  • Managed services are highly cost-effective
  • Rapid stand-up/deployment of managed service, as acute need arises
  • Deloitte has licencing agreements with all major Robotics vendors
  • Comprehensive governance model incorporating rigorous change management
  • Relationships established and maintained with key stakeholders including IT
  • Extensive range of delivery options within the managed service offering

Benefits

  • Output capacity increased without addition to FTE count
  • Support provided maximises digital workforce ‘uptime’
  • Strong focus on end to end automation to maximise ROI
  • Flexible deployment options enable RIA delivery model evolution over time
  • A managed RIA solution delivers high ROI, quickly and efficiently
  • RIA solutions housed on-premise or Deloitte’s secure cloud environment
  • RIA delivery team mobilised on premise within a short time-frame
  • Range of Robotics vendors’ products available, to match your requirements
  • Operation of and changes to RIA solutions are appropriately controlled
  • Clear communication channels; ownership and accountability are inherent

Pricing

£1200 to £1750 per licence per month

Service documents

G-Cloud 11

909695922944276

Deloitte LLP

Toby Spanier

0207 303 0913

publicsectorbidteam@deloitte.co.uk

Service scope

Service scope
Software add-on or extension No
Cloud deployment model Private cloud
Service constraints In terms of use cases, RIA should be applied to processes meeting certain feasibility and suitability criteria. The primary technical constraint is that Robotics software requires access (via the desktop) to whichever applications are necessary to operate the process to be automated. We can work with you to address both of these requirements.
System requirements
  • Secure connectivity to business applications, e.g. via VPN
  • User accounts provided for use by the Robotics software
  • Host server(s) specification to meet selected vendor’s requirements
  • Host virtual desktop(s) specification to meet selected vendor’s requirements

User support

User support
Email or online ticketing support Yes, at extra cost
Support response times Up to 24/7; tailored to client’s requirements. Response times at weekends remain the same.
User can manage status and priority of support tickets Yes
Online ticketing support accessibility None or don’t know
Phone support Yes
Phone support availability 24 hours, 7 days a week
Web chat support No
Onsite support Yes, at extra cost
Support levels Support available in various levels, from office hours only, to 24/7. Service desk, email, and phone support are available, and prices will be determined as part of the overall engagement, as they are bespoke for each client.
Support available to third parties No

Onboarding and offboarding

Onboarding and offboarding
Getting started The engagement team will organise workshops with the client team, introducing the rationale for the process automation, how the project will be run, and what users can expect from the service once it is completed. If clients need their people trained in the software that is an available option, and will be priced separately. The software vendors we work with provide training materials, and Deloitte can arrange for our own subject matter experts to facilitate training, either on-site or off-site. User documentation will be supplied, if clients request our assistance in building an internal Centre of Excellence for their RIA operations.
Service documentation No
End-of-contract data extraction All data is owned by the client, and all outputs are data required by the client in the course of their automation programme execution. The digital workforce is installed on-premise, or on a private cloud, and the data is extracted in accordance with client data handling policies/regulations, and kept only by them. The content of the client’s log files can be provided in various formats (eg. CSV).
End-of-contract process We will discuss with customers any off-boarding, service migration or scope of exit requirements and reach agreement on the most suitable approach prior to an order being placed. The requirements should be documented in the Order Form by the customer, and Deloitte will include details in the Order Form as agreed between Deloitte and the customer.

Using the service

Using the service
Web browser interface No
Application to install Yes
Compatible operating systems Windows
Designed for use on mobile devices No
API No
Customisation available Yes
Description of customisation All our clients’ business problems are unique to them, and their context. Our RIA managed service helps clients ensure their automated processes are scoped, designed, built, tested, and operationalised, ensuring a BAU footing that improves output quality and accuracy, increases process speed, provides a flexible digital workforce that is available 24/7, and reduces costs. At each phase of the project, clients are involved in the customisation, and the users of the service are engaged throughout, to ensure processes are automated accurately and effectively. Users help customise and optimise processes, ahead of their being automated, during the build through collaboration with the development and implementation team, with whom they will work very closely throughout.

Scaling

Scaling
Independence of resources The Robotics software has a queue management capability, and priorities are assigned by the Robotics operations team, in conjunction with the client. Dependent on the software vendor selected, robots will self-manage the workload, and will balance requirements between robots. An idle robot will pick up the next task in the queue, and will execute it as per its instructions.

Analytics

Analytics
Service usage metrics Yes
Metrics types We will provide metrics on:
• Robot utilisation;
• Robot tasks processed;
• Robot effectiveness/uptime;
• Exception rates;
• Estimated RoI per process automated
• Other custom metrics, as required
Reporting types
  • Real-time dashboards
  • Regular reports
  • Reports on request

Resellers

Resellers
Supplier type Reseller providing extra features and support
Organisation whose services are being resold 3rd party software providers

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
  • European Economic Area (EEA)
  • Other locations
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 ‘IT Health Check’ performed by a CHECK service provider
Protecting data at rest Other
Other data at rest protection approach FIPS 140-2 on our physical devices (hard drive encryption).
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 We can provide the data in real time, and the data is transient. The only data Deloitte would expect to have is client logs; we can provide this in a number of different formats, as in the next question.
Data export formats
  • CSV
  • Other
Other data export formats
  • CSV
  • Tabular data
Data import formats Other
Other data import formats Bespoke, depending on the implementation

Data-in-transit protection

Data-in-transit protection
Data protection between buyer and supplier networks Other
Other protection between networks No data transmitted outside the client’s dedicated environment.
Data protection within supplier network
  • TLS (version 1.2 or above)
  • IPsec or TLS VPN gateway

Availability and resilience

Availability and resilience
Guaranteed availability 99.99% uptime
Approach to resilience Available on request
Outage reporting A range of alerting options are available, to be agreed by the client (email, web dashboard, phone etc.)

Identity and authentication

Identity and authentication
User authentication needed Yes
User authentication 2-factor authentication
Access restrictions in management interfaces and support channels Protected via proxied, privileged access management system
Access restriction testing frequency At least once a year
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 receive audit information on a regular basis
How long supplier audit data is stored for At least 12 months
How long system logs are stored for Between 1 month and 6 months

Standards and certifications

Standards and certifications
ISO/IEC 27001 certification Yes
Who accredited the ISO/IEC 27001 BSI
ISO/IEC 27001 accreditation date 01/04/2019
What the ISO/IEC 27001 doesn’t cover ISO/IEC 27001: 2013 covers all clients’ data, systems and services
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 ISO/IEC 27001:2013

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 All config and change management processes are subject to multiple approval levels; where security is a consideration, this is approved by the internal cyber risk team.
Vulnerability management type Conforms to a recognised standard, for example CSA CCM v3.0 or SSAE-16 / ISAE 3402
Vulnerability management approach Weekly scans for vulnerabilities; patches applied with Cyber Essentials Plus
Protective monitoring type Conforms to a recognised standard, for example CSA CCM v3.0 or SSAE-16 / ISAE 3402
Protective monitoring approach Fully-automated for monitoring and alerting for all client systems
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 Fully managed and defined, in line with ISO/IEC 27001:2013

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 Other
Other public sector networks Robots can connect to any network required

Pricing

Pricing
Price £1200 to £1750 per licence per month
Discount for educational organisations No
Free trial available No

Service documents

pdf document: Pricing document pdf document: Terms and conditions pdf document: Modern Slavery statement
Service documents
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