CLOUDSOURCE LTD

Microsoft Copilot

Microsoft Copilot empowers public bodies to boost productivity and enhance citizen services by automating routine tasks with generative AI. Copilot streamlines casework, summarises complex communications, and delivers intelligent insights. Accelerate service delivery, improve compliance, and enable smarter, faster decision-making with secure, customisable Copilot solutions integrated across the Microsoft ecosystem.

Features

• Business task automation with Copilot
• Casework automation and case summarisation
• Real-time transcription and case history
• ID validation and fraud detection
• Caseload reporting and analytics
• Tailored Copilot deployment and adoption strategy
• Enhanced casework productivity tools
• Intelligent insights for citizen service
• Seamless integration with Microsoft applications
• Customisable Copilot experiences for public sector needs

Benefits

• Smarter, consistent communications with Copilot
• Improved data accuracy and actionable in-depth insights
• Enhanced risk and regulatory compliance
• Increased workload capacity through streamlined operations
• Accelerated first contact resolution for casework
• Code generation with natural language prompts
• Seamless integration across Microsoft 365 applications
• Customisable Copilots for unique requirements
• Greater efficiency and reduced manual workload
• Secure, scalable SaaS platform for public sector AI

• Free trial available

Service documents

• Pricing document

  PDF

• Service definition document

  PDF

• Terms and conditions

  PDF

Request an accessible format

If you use assistive technology (such as a screen reader) and need versions of these documents in a more accessible format, email the supplier at bid@cloudsource.uk.com. Tell them what format you need. It will help if you say what assistive technology you use.

Framework

G-Cloud 15

Service ID

372661092913549

Contact

Susannah Williams
07813082217
bid@cloudsource.uk.com

About your service

• Service categories:

  Application Development and Deployment

  AI platforms

  AI software services

  • Conversational AI Software Services
  • Generative AI Software Services
  • Document AI Software Services
  • Anomaly Detection AI Software Services
  • Personalize AI Software Services
  • Forecast AI Software Services
• Multi cloud support: Yes

Service scope

• Software add-on or extension: No
• Cloud deployment model:
  • Public cloud
  • Private cloud
  • Hybrid cloud
• Service constraints: None
• System requirements: None (delivered via SaaS)

User support

• Email or online ticketing support: Yes, at extra cost
• Support response times: This would be dependent on the client requirements and agreed ‘response’ service level agreement (SLA). We operate a number of different bespoke SLA models across our client base.
• User can manage status and priority of support tickets: Yes
• Online ticketing support accessibility: WCAG 2.2 AA
• Phone support: Yes
• Phone support availability: 24 hours, 7 days a week
• Web chat support: Yes
• Web chat support availability: 9 to 5 (UK time), Monday to Friday
• Web chat support accessibility standard: WCAG 2.2 AA
• Web chat accessibility testing: Chat is instigated through the CloudSource support portal.
• Onsite support: Yes, at extra cost
• Support levels: CloudSource provide second line support to the client's Business Support Teams which are available via Portal, phone and email. An issue or request is captured as a ticket and progressed by a Support Consultant.; ; Support levels are based on severity of the issue ranging from P1 (critical) to P4.; First Response Times are:; P1 - 1 hour; P2- 2 hours; P3 - 8 hours; P4 - 8 hours; ; A Support Consultant is allocated to the issue to resolve, with the ability to call on other resources within the Managed Services department or the wider development, testing, consulting or project management teams within the company.; ; We operate various commercial models for support ranging from pure 'Time & Materials' (T&M) through to premium support with a one-off cost for unlimited consumption.
• Support available to third parties: Yes
• AI chatbot: No

Onboarding and offboarding

• Getting started: CloudSource provide comprehensive help onboarding Copilot and can advise and guide on:; Organisational readiness; Using software features in Microsoft 365 to get organisational data ready for Copilot.; Advice on assigning Licenses.; App and Security integration.
• Service documentation: Yes
• Documentation formats:
  • HTML
  • ODF
  • PDF
• End-of-contract data extraction: Offboarding procedures depend on the specific Microsoft Copilot product (e.g., Microsoft 365 Copilot, Security Copilot, or Copilot Studio). ; License Management: The primary step in offboarding is typically removing the user's license or letting the subscription expire. For Microsoft 365 Copilot, this ceases costs and access.; Access Revocation: Role assignments and permissions should be updated to ensure unauthorized access does not persist. All access to services, including VPN connections or direct server access, will cease at a formally agreed date and time.; Data Retention and Deletion:; Microsoft adheres to strict standards for data removal when a subscription ends.; Customer data goes through stages (Expired, Disabled, Deleted) over a period (e.g., 120 days total) before being permanently wiped.; Audit logs and operational reports may need to be exported and retained for compliance purposes before the data is automatically deleted.
• End-of-contract process: CloudSource can assist customers with data extraction activities for end of contract, advising and guiding on the process.; Copilot is capable of extracting data from specific files (like PDFs and Excel files) in chat and using it to generate content.; For developers, the Microsoft 365 Copilot Retrieval API allows the retrieval of relevant text extracts from SharePoint, OneDrive, and connectors, all while respecting access controls.; Custom solutions using Copilot Studio and Power Automate can be built to structure information and automate document processing and data transfer.
• Documentation accessibility standard: WCAG 2.2 AA

Using the service

• Web browser interface: Yes
• Supported browsers:
  • Microsoft Edge
  • Firefox
  • Chrome
  • Safari
  • Opera
• Application to install: No
• Designed for use on mobile devices: Yes
• Differences between the mobile and desktop service: Differences are:; Copilot Vision: Mobile uses camera feed to analyse real-world objects or surroundings, Desktop uses on-screen context; System Integration: Mobile can be set as the default assistant on Android, Desktop has deep integration with operating system.; User Interface: Mobile is optimised for quick on the go interactions with push notifications for longer tasks, Desktop offers more robust multitasking and features like "Pages" for enterprise users, providing a more comprehensive workspace. Feature rollout: New features are sometimes available on the web or desktop app first before reaching mobile versions.
• Service interface: Yes
• User support accessibility: WCAG 2.2 AA
• Description of service interface: Web Interface: general purpose Copilot is accessed via a web browser. There is also an enterprise version available.; Integrated Apps: Copilot is embedded directly within Microsoft 365 applications.; Copilot Service Workspace: For customer service representatives, there is a dedicated, multi-session desktop application within Dynamics 365. ; Operating System Integration: Copilot can be accessed directly from the Windows taskbar or via a dedicated Copilot key on new keyboards, and is also available as a native app for macOS, iOS, and Android.
• Accessibility standards: EN 301 549
• Accessibility testing: Na
• API: Yes
• What users can and can't do using the API: You can: Seamlessly integrate the AI services with Microsoft 365 and business application stack with out of box configuration.; You cannot: Extend the core product with your own code.
• API documentation: Yes
• API documentation formats:
  • Open API (also known as Swagger)
  • HTML
  • ODF
  • PDF
• API sandbox or test environment: Yes
• Customisation available: Yes
• Description of customisation: Copilot can be customised significantly, from setting personal preferences with custom instructions (like tone/style) in the main app to building powerful, data-connected AI agents for business using Microsoft Copilot Studio, which allows integrating your own data, creating custom topics, and adding actions via APIs for specialized tasks. For personal use you can make changes to instructions and privacy settings, for organisations you can customise using Copilot studio to do things like: Connect Data: Integrate company data (documents, websites, databases) for context-aware answers.; Create Topics: Design specific conversation flows and workflows for particular tasks.; Add Actions/Plugins: Connect to external services (like CRM, ERP) via APIs to perform actions.; Customise Appearance: Change the look and feel of the chat interface for web embedding.; Dynamics 365 Integration: Customize Copilot within apps like Dynamics 365 Sales by adding business-specific prompts and glossary terms.

Scaling

• Independence of resources: Delivered SaaS to the performance metrics guaranteed by Microsoft for their data centre.

Analytics

• Service usage metrics: Yes
• Metrics types: Organisation service metrics are available through out of box Microsoft Copilot reporting features, for example:; Usage; Enabled Users/Active Users; Total Prompts submitted; Adoption
• Reporting types:
  • API access
  • Real-time dashboards
  • Regular reports
  • Reports on request
• Resource tagging: No
• FOCUS resource tagging: No

Resellers

• Supplier type: Reseller (no extras)
• Organisation whose services are being resold: Microsoft

Staff security

• Staff security clearance: Other security clearance
• Government security clearance: Security Clearance (SC)

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 4.0)
• Penetration testing frequency: Never
• Protecting data at rest:
  • Physical access control, complying with CSA CCM v4.0
  • Physical access control, complying with SSAE-18 / ISAE 3402
  • Encryption of all physical media
• Data sanitisation process: No
• Equipment disposal approach: A third-party destruction service

Data importing and exporting

• Data export approach: Copilot does not create new permanent copies of organisational data, it uses Microsoft 365 storage.; Administrators are responsible for extracting or migrating data during the "Expired" and "Disabled" stages if the contract is not renewed.; Admin Access: Admins retain access to the Microsoft 365 admin center for management and data access.; Content Search & Export: Use compliance tools within the Microsoft Purview compliance portal to perform content searches and export data, including emails and documents, to a local computer.; OneDrive/SharePoint Sync: Ensure all necessary files from OneDrive and SharePoint are synced or downloaded locally before the subscription is fully deleted.
• Data export formats:
  • CSV
  • Other
• Other data export formats:
  • XML
  • TXT
  • CSV
  • XLSX
• Data import formats:
  • CSV
  • Other
• Other data import formats:
  • CSV
  • XLSX

Data-in-transit protection

• Data protection between buyer and supplier networks:
  • TLS (version 1.2 or above)
  • IPsec or TLS VPN gateway
  • Legacy SSL and TLS (under version 1.2)
  • Other
• Other protection between networks: Please refer to:; https://docs.microsoft.com/en-us/azure/best-practices-network-security
• Data protection within supplier network:
  • TLS (version 1.2 or above)
  • IPsec or TLS VPN gateway
  • Other
• Other protection within supplier network: Please refer to:; https://docs.microsoft.com/en-us/azure/best-practices-network-security

Availability and resilience

• Guaranteed availability: Microsoft commit up to 99.99% availability for the Copilot services provided by their data centre.
• Approach to resilience: This information is available upon request.
• Outage reporting: Outage reporting methods include but are not limited to Public Dashboards, APIs and Email Alerts

Identity and authentication

• User authentication needed: Yes
• User authentication:
  • Multi-Factor Authentication (MFA)
  • Identity federation with existing provider (for example Google Apps)
  • Username or password
• Access restrictions in management interfaces and support channels: CloudSource will restrict access via the Microsoft 365 security model and license allocation.
• Access restriction testing frequency: At least once a year
• Management access authentication:
  • Multi-Factor Authentication (MFA)
  • Identity federation with existing provider (for example Google Apps)
  • 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: 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: At least 12 months

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: CloudSource has designed detailed policies for information security with ultimate responsibility resting with our Senior Management Team.
• Software Security Code of Practice: Yes

Operational security

• Configuration and change management standard: Supplier-defined controls
• Configuration and change management approach: CloudSource follows a proven Configuration and Change Management process to maintain the integrity of services. We work with customers to ensure that changes and configurations are performed in line with agreed Change Management processes to reduce overall risk. As part of the overall contract governance, we propose that a Change Advisory Board (CAB) is established that approves proposed changes and assists in the security assessment and prioritisation of any changes. The CAB should be composed of major stakeholders impacted by potential changes to the services and technical staff responsible for the system.
• Vulnerability management type: Supplier-defined controls
• Vulnerability management approach: CloudSource’s approach to vulnerability management is agreed with Customers in line with their project requirements.
• Protective monitoring type: Complies with a recognised standard, for example CSA CCM v4.0 or SSAE-18 / ISAE 3402
• Protective monitoring approach: Please refer to:; https://docs.microsoft.com/en-us/azure/security/fundamentals/threat-detection
• Incident management type: Supplier-defined controls
• Incident management approach: Please refer to:; https://docs.microsoft.com/en-us/compliance/assurance/assurance-incident-management
• Post-quantum cryptography secure: No

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 v4.0)

Public sector networks

• Connection to public sector networks: No

Pricing

• Discount for educational organisations: No
• Free trial available: Yes
• Description of free trial: 28 day trial period
• Link to free trial: https://www.cloudsource.uk.com/contact/

Discount percentage by annual call-off contract value (excluding VAT)

• Less than £250,000: 0%
• Between £250,000 and £500,000: 0%
• Between £500,001 and £1,000,000: 0%
• Between £1,000,001 and £2,500,000: 0%
• Between £2,500,001 and £5,000,000: 0%
• Over £5,000,001: 0%

Non-mandatory Standards and certifications

• ISO/IEC 27001 certification: Yes
• Who accredited the ISO/IEC 27001: Citation
• ISO/IEC 27001 accreditation date: Monday 29 October 2018
• What the ISO/IEC 27001 doesn’t cover: Nothing - scope covers whole organisation
• ISO 28000:2022 certification: No
• ISO 9001 certification: Yes
• Who accredited the ISO 9001 certification: Citation
• ISO 9001 accreditation date: Tuesday 15 December 2020
• What the ISO 9001 doesn’t cover: Nothing - scope covers whole organisation
• Quality management systems (QMS): Yes
• CSA STAR certification: No
• PCI certification: No
• Cyber essentials: Yes
• Please provide your Cyber Essentials Certificate Number: C8752ed3-f3bf-4fd6-b631-1873e8bfa118
• Cyber essentials plus: Yes
• Please provide your Cyber Essentials Plus Certificate Number: 92665fde-9e55-461a-b5b2-9a11bbe8a1b9
• Other security certifications: No

Social value

• Section B - Commitment for Future: Delivery:

  • Mission: Kick start economic growth. To secure the highest sustained growth in the G7 - with good jobs and productivity growth in every part of the country making everyone, not just a few, better off.

    Policy Outcome 2: Skills for growth: Supporting growth sectors and addressing skills gaps.

    • Understanding of employment and relevant skills issues, and of the education and training issues relating to the contract. Illustrative examples: demographics, skills shortages, new opportunities in high growth sectors, geographic/local community and skills/employment challenges
    • Support for educational attainment relevant to the contract, including training schemes that address skills gaps and result in recognised qualifications

Service documents

• Pricing document

  PDF

• Service definition document

  PDF

• Terms and conditions

  PDF

Request an accessible format

If you use assistive technology (such as a screen reader) and need versions of these documents in a more accessible format, email the supplier at bid@cloudsource.uk.com. Tell them what format you need. It will help if you say what assistive technology you use.