ILLUMINET SOLUTIONS LIMITED

RPA Platform Implementation

Our RPA Platform Implementation is a complete service offering that includes recommendations on the most appropriate RPA platform for the opportunity, then the provision of licencing and implementation services.
We remain tool-agnostic but partner with UiPath, Blue Prism, Automation Anywhere and others.

Features

• Cloud Based Orchestration
• AI Agent Support
• Agentic Automation
• Control Room
• Tenjin Mission Control
• Intelligent Document Processing
• Full Process Automation
• Self-Healing Agents
• Expert Support and Guidance
• Configuration and Development

Benefits

• Release FTE time spent on manual processing
• Remove barriers to Automation adoption
• Provide a management service for automations
• Increase departmental capability
• Provide Human-in-the-loop assurance
• Conversational AI interface for process control
• Self-healing Agents reduce exceptions
• Protect SLA's by scheduling executions
• Expert assistance in configuration
• Expert assistance to build automations

• Education pricing 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 enquiries@illuminetsolutions.com. Tell them what format you need. It will help if you say what assistive technology you use.

Framework

G-Cloud 15

Service ID

553206795736801

Contact

Stephen Farmer
01202 770162
enquiries@illuminetsolutions.com

About your service

• Service categories:

  Application Development and Deployment

  Application platforms

  • Robotic process automation
• Multi cloud support: Yes

Service scope

• Software add-on or extension: No
• Cloud deployment model:
  • Public cloud
  • Private cloud
• Service constraints: No
• System requirements:
  • Public cloud SaaS has no system requirements
  • Private cloud option delivered as Microsoft Azure Managed App

User support

• Email or online ticketing support: Yes
• Support response times: The core hours for the purpose of providing RPA Support are Monday to Friday from 09:00 until 17:30 UK time (excluding UK bank holidays), each a business day.; Where a support request is submitted to we will prioritise requests by discussing the business impact with the customer and using the following guidelines to prioritise its resources. The allocation of an issue to a particular priority class shall be at our sole discretion.; P1: initial response within 2 hours; P2: initial response within 4 hours; P3: initial response within 1 business day
• 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: Technical support is included within the SaaS licencing fees.; Hypercare support options are available upon request and at additional cost.; Customers will be assigned a technical account manager to help maximise Tenjin's impact on their chosen use case(s).
• Support available to third parties: Yes

Onboarding and offboarding

• Getting started: Our partner vendors provide comprehensive platform documentation for their solutions. As part of any implementation we can offer introductory training on the chosen platform or offer a complete managed service to monitor and maintain built automations.
• Service documentation: Yes
• Documentation formats: HTML
• End-of-contract data extraction: Vendor specific, however data can be extracted from the SaaS tenant at the end of a contracted engagement.
• End-of-contract process: At the end of the initial term, if you decide not to renew your service, we will cease your service and evoke the deletion process of our access to the vendor SaaS platform.
• Documentation accessibility standard: None or don’t know
• How the documentation is accessible: Web based and inside platforms

Using the service

• Web browser interface: Yes
• Supported browsers:
  • Microsoft Edge
  • Firefox
  • Chrome
  • Safari
  • Opera
  • Other
• Application to install: No
• Designed for use on mobile devices: No
• Service interface: Yes
• User support accessibility: None or don’t know
• Description of service interface: Main Control elements for managing automations, queues and to provide reporting.
• Accessibility standards: None or don’t know
• Description of accessibility: The control systems are accessible via the Web. Users can perform a variety of control actions such as:; Getting a list of processes or process keys; Getting a list of robots or robot IDs; Getting a list of jobs or checking job status; Running a process; Stopping a running job; Getting a list of queues or queue items/transactions; Retrieving jobs based on date or status filters
• Accessibility testing: Managed by the vendor
• API: Yes
• What users can and can't do using the API: Users can interact with the majority of RPA Control activities including:; Getting a list of processes or process keys; Getting a list of robots or robot IDs; Getting a list of jobs or checking job status; Running a process using a Process Key and Robot ID; Stopping a running job using its Job ID; Getting a list of queues or queue items/transactions; Retrieving jobs based on date or status filters
• API documentation: Yes
• API documentation formats: Open API (also known as Swagger)
• API sandbox or test environment: Yes
• Customisation available: Yes
• Description of customisation: Our RPA service is configured directly against Client needs. The service includes comprehensive process analysis which will define the automation and steer the choice of platform and subsequently the design of the automation.; We work closely with our clients to ensure that any solution offered adheres to the Clients' Business Drivers and Needs for automation.

Scaling

• Independence of resources: The service is scaled to customer need and agents run against internal systems removing constraints with other vendor clients

Analytics

• Service usage metrics: Yes
• Metrics types: System availability (by service component); Processes; Queues; Exceptions; Executions; Usage; Productivity
• Reporting types:
  • API access
  • Real-time dashboards
  • Regular reports
  • Reports on request
• Resource tagging: Yes
• FOCUS resource tagging: Yes

Resellers

• Supplier type: Reseller providing extra features and support
• Organisation whose services are being resold: Biomni Ltd, UiPath, Blue Prism, Automation Anywhere, n8n

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
  • European Economic Area (EEA)
• User control over data storage and processing locations: Yes
• Datacentre security standards: Managed by a third party
• Penetration testing frequency: Never
• Protecting data at rest:
  • Physical access control, complying with another standard
  • Other
• Other data at rest protection approach: Vendor led encryption on databases and queues
• Data sanitisation process: Yes
• Equipment disposal approach: Complying with a recognised standard, for example CSA CCM v4.0, CAS (Sanitisation) or ISO/IEC 27001
• Data sanitisation type: Deleted data can’t be directly accessed / Cryptographic Erasure

Data importing and exporting

• Data export approach: Via admin pages, users can export data on demand from from most areas of the system.
• Data export formats:
  • CSV
  • Other
• Other data export formats:
  • XML
  • JSON
• Data import formats:
  • CSV
  • Other
• Other data import formats:
  • XML
  • JSON

Data-in-transit protection

• Data protection between buyer and supplier networks: Private network or public sector network
• Data protection within supplier network: TLS (version 1.2 or above)

Availability and resilience

• Guaranteed availability: SLA's are agreed within the Discovery phase for any target automation.
• Approach to resilience: Available on request
• Outage reporting: The vendor RPA Control Panels monitor not only live activity such as queues but system status.

Identity and authentication

• User authentication needed: Yes
• User authentication: Identity federation with existing provider (for example Google Apps)
• Access restrictions in management interfaces and support channels: All users are assigned roles which dictate authorized use of the management areas.; Only designated users have access to management and support pages.
• Access restriction testing frequency: Never
• Management access authentication: Identity federation with existing provider (for example Google Apps)

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: Between 1 month and 6 months
• Access to supplier activity audit information: Users have access to real-time audit information
• How long supplier audit data is stored for: Between 1 month and 6 months
• How long system logs are stored for: Between 1 month and 6 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: Information Security Management System contains all policies & procedures to meet ISO27001.; ; CTO - Info security sponsor; > IT Director - Security Officer; > Internal Auditor - audits ISO27001 processes every 12 months; > External Auditor - ISO27001 surveillance audits every 12 months
• Software Security Code of Practice: Yes

Operational security

• Configuration and change management standard: Supplier-defined controls
• Configuration and change management approach: Changes are deployed monthly following software version development and testing. Testing incorporates automated unit tests, vulnerability/PEN tests, automated UI regression tests, and manual testing of new features.; Changes are firstly deployed to a UAT staging area and then to customer instances.; All changes are version controlled and system upgrades are fully audited.
• Vulnerability management type: Supplier-defined controls
• Vulnerability management approach: The Azure platform, on which the Tenjin service runs, has vulnerability detection and management,; A vulnerability detection/PEN testing tool is used to detect any application level issues.; Our IT Security policy additional contains details of controls against malware.
• Protective monitoring type: Supplier-defined controls
• Protective monitoring approach: Potential comprises can be detected during a monthly vulnerability scan and PEN test. These are assessed and dealt with immediately or in a future version depending on risk profile.; The support desk service manages incidents, classifying them based on severity & urgency. Engineering resource can be assigned quickly to troubleshoot.
• Incident management type: Supplier-defined controls
• Incident management approach: A Service Desk application is used for all incident management.; Incidents can be reported via phone, email, or web form.; Automated rule ensure rapid routing to the most appropriate service desk operative.; A customer support process is communicated to all customers and includes SLA's and reporting details.
• 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: Yes
• Free trial available: No

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: 2%
• Between £1,000,001 and £2,500,000: 4%
• Between £2,500,001 and £5,000,000: 7%
• Over £5,000,001: 10%

Non-mandatory Standards and certifications

• ISO/IEC 27001 certification: No
• ISO 28000:2022 certification: No
• ISO 9001 certification: No
• Quality management systems (QMS): Yes
• CSA STAR certification: No
• PCI certification: No
• Cyber essentials: Yes
• Please provide your Cyber Essentials Certificate Number: 5ff7b083-d235-45ed-abb5-4d6b9c70aa82
• Cyber essentials plus: No
• Cyber Essentials Alternative: None of the criteria
• Other security certifications: No

Social value

• Section B - Commitment for Future: Delivery:

  • Mission: Make Britain a clean energy superpower: To cut bills, create jobs and deliver security with cheaper, zero-carbon electricity by 2030, accelerating to net zero

    Policy Outcome 4: Sustainable procurement practices: Reducing carbon footprints, minimising waste, and promoting the use of clean energy and green technologies.

    • Understanding of opportunities for additional environmental benefits delivery in the performance of the contract, including working towards net zero carbon emissions and use of clean energy and green technologies
    • Collaborative ways of working with the supply chain to deliver additional environmental benefits in the performance of the contract, including working towards net zero carbon emissions and use of clean energy and green technologies
    • Delivery of additional environmental benefits through the performance of the contract, including working towards net zero carbon emissions and use of clean energy and green technologies
    • Understanding of how to influence staff, suppliers, customers, communities and/or any other appropriate stakeholders through the delivery of the contract to support climate and nature protection and improvement
    • Activities to reconnect people with the environment and increase awareness of ways to protect and enhance it

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 enquiries@illuminetsolutions.com. Tell them what format you need. It will help if you say what assistive technology you use.