VOICESCAPE LIMITED

Voicescape Robotic Process Automation [RPA] Platform Licences

Voicescape supplies and provides support on UiPath and Druid Infrastructure licences and installations, which can be an integral part of implementing RPA automations, bespoke client automations, and / or training and mentoring and for clients creating bot building capability and capacity in house.

Features

• Best practice robotic process automation development
• Interactive training with UiPath videos and actual automations
• Mentoring services to unblock issues with automations
• Support tokens to enable quick turnaround of issue resolution
• Prioritisation of support tickets to fast-track urgent issues
• Visibility of support tickets status
• Best practice robotic process automation development

Benefits

• Supports in house bot building capacity
• Structured training programme
• Improves the speed and accuracy of data entry
• Improves the speed and accuracy of data entry
• Improved Efficiency: Reduces call centre traffic, wait times, operational costs

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

Framework

G-Cloud 15

Service ID

636134499894280

Contact

Bill Williams
0161 884 3598
sales@voicescape.com

About your service

• Service categories:

  Application Development and Deployment

  Integration and orchestration

  Integration software

  • Integration Platforms

  Event stream processing

  • Functions Software
  • Process Mining and Insights Software
• Multi cloud support: Yes

Service scope

• Software add-on or extension: Yes, but can also be used as a standalone service
• What software services is the service an extension to: Our software services act as an extension to existing software applications without the need for complex system integrations.
• Cloud deployment model:
  • Public cloud
  • Private cloud
  • Community cloud
  • Hybrid cloud
• Service constraints: Buyers can choose to install on their own servers, including installing an on prem Orchestrator; they can opt for a cloud based Orchestrator and self hosted automation licences, or fully cloud based with UiPath Cloud Orchestrator and UiPath serverless robots or UiPath hosted Virtual machines
• System requirements:
  • Community licences available for training purposes
  • Automation Developer licences required to develop and test automations
  • Attended or Unattended licences to mix and match
  • Attended licences need manual triggering of automation processes
  • Unattended licences can run 24/7 subject to system availability
  • Licences can be harnessed together where volumes demand it
  • Includes Automation Hub, Insights and Test Manager in Platform fee

User support

• Email or online ticketing support: Yes
• Support response times: The help desk is available from 9:00am to 5:30pm, weekends and bank holidays excluded. (out of hours support may be requested and agreed in advance). Support requests may be logged 24 hours a day and 7 days a week via support@erpa.raisaticket.com . The response time will start from the start of the next working day. The first response time will be no longer than four hours and often much quicker.
• User can manage status and priority of support tickets: Yes
• Online ticketing support accessibility: WCAG 2.2 AA
• Phone support: Yes
• Phone support availability: 9 to 5 (UK time), Monday to Friday
• 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: We set up Teams channels with Buyers
• Onsite support: No
• Support levels: Support is provided via remote access to investigate and resolve issues, that are predominantly environmental changes affecting the software robot. Support is billed in pre-bought tokens, which are an hour each at £150 per token, minimum spend applies, and drawn down in 15 minute increments. The support is usually, but not exclusively, carried out by the software developer who built the solution on a client's behalf.
• Support available to third parties: Yes
• AI chatbot: No

Onboarding and offboarding

• Getting started: We provide guidance on server set up and configuration, for both test, pre-prod & production servers, advice on whitelisting of URLs support on licence installation and management
• Service documentation: Yes
• Documentation formats:
  • HTML
  • PDF
• End-of-contract data extraction: Voicescape will not process any Buyer data, so there would be none to extract
• End-of-contract process: The licences expire on the end date of the contract.
• Documentation accessibility standard: WCAG 2.2 AA

Using the service

• Web browser interface: Yes
• Supported browsers:
  • Microsoft Edge
  • Firefox
  • Chrome
  • Safari
• Application to install: Yes
• Compatible operating systems:
  • Android
  • IOS
  • Linux or Unix
  • Windows
• Designed for use on mobile devices: No
• Service interface: Yes
• User support accessibility: WCAG 2.2 AA
• Description of service interface: The service interface is either via a cloud based Orchestrator for certain elements controlled by this element, or accessed remotely via an installed Studio Developer licence. User permissions can be controlled, granted and restricted by role and organisation.
• Accessibility standards: WCAG 2.2 AA
• Accessibility testing: The service interface is either via a cloud based Orchestrator for certain elements controlled by this element, or accessed remotely via an installed Studio Developer licence. User permissions can be controlled, granted and restricted by role and organisation.
• API: Yes
• What users can and can't do using the API: We can use web hooks for APIs for example to interface with Orchestrator, populate dashboards with performance updates. There is embedded capability in the UiPath platform to work with APIs.
• API documentation: Yes
• API documentation formats:
  • HTML
  • PDF
• API sandbox or test environment: Yes
• Customisation available: Yes
• Description of customisation: The platform has the capability for re-usable, bespoke components to be developed and stored in a library for use on other automation projects. Orchestrator assets can be customised. The Orchestrator schedule can be customised for triggering and prioritising jobs.

Scaling

• Independence of resources: This is the obligation and requirement of the Buyer to optimise where licences are self hosted; if hosted by UiPath, Platform Units are bought in advance and consumed based on usage, which is monitored and tracked, triggering advance top ups as required

Analytics

• Service usage metrics: Yes
• Metrics types: Service usage metrics are provided by UiPath's Insight module which is included in the supplier's platfor charge, which also covers Orchestrator, Automation Hub & Test Manager
• Reporting types: Real-time dashboards
• Resource tagging: Yes
• FOCUS resource tagging: No

Resellers

• Supplier type: Reseller providing extra features and support
• Organisation whose services are being resold: Licences for platform elements

Staff security

• Staff security clearance: Other security clearance
• Government security clearance: Baseline Personnel Security Standard (BPSS)

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: At least once a year
• Penetration testing approach: Another external penetration testing organisation
• Protecting data at rest: Scale, obfuscating techniques, or data storage sharding
• Data sanitisation process: Yes
• Equipment disposal approach: A third-party destruction service
• Data sanitisation type: Deleted data can’t be directly accessed / Cryptographic Erasure

Data importing and exporting

• Data export approach: No data is held or processed
• Data export formats: CSV
• Data import formats: CSV

Data-in-transit protection

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

Availability and resilience

• Guaranteed availability: UiPath: 99.9% uptime guarantee, SOC 2 Type 2, ISO 9001, ISO/IEC 27001, and Veracode Verified™
• Approach to resilience: Available on request
• Outage reporting: Email alerts, API.

Identity and authentication

• User authentication needed: Yes
• User authentication:
  • Multi-Factor Authentication (MFA)
  • Public key authentication (including by TLS client certificate)
  • Identity federation with existing provider (for example Google Apps)
  • Dedicated link (for example VPN)
  • Username or password
• Access restrictions in management interfaces and support channels: Permission levels are managed and granted in agreement with clients.
• Access restriction testing frequency: At least every 6 months
• Management access authentication:
  • Multi-Factor Authentication (MFA)
  • Public key authentication (including by TLS client certificate)
  • Identity federation with existing provider (for example Google Apps)
  • Dedicated link (for example VPN)
  • 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: User-defined

Security governance

• Named board-level person responsible for service security: Yes
• Security governance certified: Yes
• Security governance standards:
  • ISO/IEC 27001
  • Other
• Other security governance standards: Cyber Essentials
• Information security policies and processes: Voicescape has policies that cover Information Security, Data Sharing, Internet Usage, GDPR, Network Access & Passwords, Information Security Incidents and AI Data Security. These are reviewed annually and circulated to all employees to confirm that they have read them. We have NDA's as an integral part of our employment contracts, and new employees are required to review all policies within one week of starting employment. We do not currently use third party contractors, but if we do in future they will be governed and contracted to our standards. The policies are controlled and updated by the Operations Director.
• Software Security Code of Practice: Yes

Operational security

• Configuration and change management standard: Supplier-defined controls
• Configuration and change management approach: Voicescape has policies that cover Information Security, Data Sharing, Internet Usage, GDPR, Network Access & Passwords, Information Security Incidents and AI Data Security. These are reviewed annually and circulated to all employees to confirm that they have read them. New employees are required to review all policies within one week of starting employment. We do not currently use third party contractors, but if we do in future they will be governed and contracted to our standards. The policies are controlled and updated by the Operations Director.
• Vulnerability management type: Supplier-defined controls
• Vulnerability management approach: Voicescape shall ensure that Incidents are detected as soon as possible and properly reported, and that they are: handled by appropriate authorized personnel with ‘skilled’ backup as required; are properly recorded and documented, with all evidence gathered, recorded and maintained in a way that will withstand internal and external scrutiny. Incidents are dealt with in a timely manner and service(s) restored asap. Any weaknesses in procedures or policies are identified and addressed. All incidents shall be analysed and reported to the designated officer(s).
• Protective monitoring type: Supplier-defined controls
• Protective monitoring approach: UiPath statement: "In the event of a breach, we use security response plans to minimize data leakage, loss, or corruption. We provide transparency to our customers throughout the incident. Our 24x7 SRE and Security team is always on hand to rapidly identify the issue and engage the necessary development team resources to contain the impact of the incident. Once the team has contained an issue, our security incident management process continues as we identify the root cause and track the necessary changes to ensure we prevent similar issues in the future."
• Incident management type: Supplier-defined controls
• Incident management approach: Voicescape shall ensure that Incidents are detected as soon as possible and properly reported, and that they are: handled by appropriate authorised personnel with ‘skilled’ backup as required; are properly recorded and documented, with all evidence gathered, recorded and maintained in a way that will withstand internal and external scrutiny. Incidents are dealt with in a timely manner and service(s) restored asap. Any weaknesses in procedures or policies are identified and addressed. All incidents shall be analysed and reported to the designated officer(s).
• Post-quantum cryptography secure: No

Secure development

• Approach to secure software development best practice: Supplier-defined process

Public sector networks

• Connection to public sector networks: No

Pricing

• Discount for educational organisations: No
• 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: 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: SanCert Global
• ISO/IEC 27001 accreditation date: Sunday 30 June 2024
• What the ISO/IEC 27001 doesn’t cover: There is nothing out of scope
• ISO 28000:2022 certification: No
• ISO 9001 certification: No
• Quality management systems (QMS): No
• CSA STAR certification: No
• PCI certification: No
• Cyber essentials: Yes
• Please provide your Cyber Essentials Certificate Number: 264082b0-2069-45d3-a4d7-1861a27b5e7a
• Cyber essentials plus: No
• Cyber Essentials Alternative: In relation to the services you do not have a current and valid Cyber Essentials Plus certificate which has been awarded by one of the government approved Cyber Essentials accreditation bodies but you are working towards gaining it, and will be in a position to confirm that you have been awarded a current and valid Cyber Essentials Plus certificate by one of the government approved accreditation bodies within 12 months of the date of award.
• 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 1: Fair work: That offers fair wages and good working conditions. Help people get a job, stay in work, and progress in their careers, with good employment opportunities across the country. Notes: Where there is a large proportion of labour costs in the contract, commercial teams should consider MAC in Outcome 1 as a priority

    • Providing opportunities for, and measuring and monitoring of, staff workforce conditions over time, including employee engagement, involvement in decision-making and satisfaction and adapting to any changes in the results, with clear processes for acting on issues identified
    • Plans to engage the contract workforce in deciding the most important workplace issues to address
    • Monitoring of employee engagement rates (by protected characteristic) and, where necessary, the development of actions to ensure all voices are heard across the diversity of the workforce
    • Activities that support an environment where staff are educated about, and feel empowered to, address their physical wellbeing
    • Activities that support an environment where staff are educated about and feel empowered to report and address bullying and harassment
    • Payment of more than the National Minimum Wage or National Living Wage (as appropriate) to the contract workforce
    • Measures to support in-work progression to help people in the contract workforce, to move into higher paid work by developing new skills relevant to the contract
    • Support for the contract workforce by providing career advice, and providing opportunities for staff working on the contract with in-work progression career development into known skills shortages or high growth areas
    • Support for educational attainment relevant to the contract, including training schemes that address skills gaps and result in recognised qualifications
    • Volunteering opportunities for staff
    • Understanding of the modern slavery risks and issues affecting the market, industry, sector or country (of origin or of source) relevant to the contract, and the workforce in the supplier’s own organisation and those of its key subcontractors
    • Outline policies and practices to be applied to or put in place for the contract to mitigate and manage modern slavery risks, including: Pre-employment checks, recruitment practices. Workplace conditions, safeguarding plans and processes in place and regular monitoring with relevant groups considered, which may include sampling

  • 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.

    • Support for educational attainment relevant to the contract, including training schemes that address skills gaps and result in recognised qualifications
    • Delivery of apprenticeships, supported internships and T Level industry placement opportunities (Level 2, 3 and 4+) in relation to the contract

  • 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 3: Resilient, innovative and flexible supply chains: Support economic growth through enabling resilient businesses, opportunities for small businesses and voluntary, community and social enterprises

    • Activities that demonstrate a collaborative way to work with a diverse range of businesses as part of the supply chain
    • Understanding of local demographics, needs and opportunities for the co-design of the goods, services and works to be delivered under the contract
    • Plans for positive actions with community groups.
    • Measures to engage users and communities and build relationships to increase community integration build trust and influence how the contract is delivered

  • 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

  • Mission: Break down barriers to opportunity: By reforming our childcare and education systems, to make sure there is no class ceiling on the ambitions of young people in Britain

    Policy Outcome 6: Employment and training: For those who face barriers to employment

    • Understanding of the issues affecting inequality in employment, skills and pay in the market, industry or sector relevant to the contract, and in the supplier’s own organisation and those of its key sub-contractors. Measures to tackle inequality in employment, skills and pay in the contract workforce
    • Inclusive and accessible development practices, including guidance for line managers on recruiting, managing and developing people with a disability or health condition

  • Mission: Break down barriers to opportunity: By reforming our childcare and education systems, to make sure there is no class ceiling on the ambitions of young people in Britain

    Policy Outcome 7: Creating a pipeline of opportunities: For the contract workforce, reducing barriers to entry for under-represented groups.

    • Understanding of the issues affecting the development of new skills by target cohort
    • Understanding of the underlying factors affecting improvements to reduce barriers to entry and training schemes for the target cohort(s) related to the contract workforce
    • Other measures to offer development opportunities for the target cohort(s) in the contract workforce
    • Advertising, promotional and outreach activities designed to raise awareness of the offer to reach the target cohort
    • Understanding of issues relating to entering the contract workforce
    • Creation of outreach activities to create a pipeline of employees for the future contract delivery
    • Content of the outreach activity is designed to suit the target cohort
    • Advertising, promotional and outreach activities designed to raise awareness of the offer to reach the target cohort

  • Mission: Build an NHS fit for the future: That is there when people need it; with fewer lives lost to the biggest killers; in a fairer Britain, where everyone lives well for longer.

    Policy Outcome 8: Increasing productivity through physical and mental wellbeing: In the supply chain and communities in the relevant area.

    • Understanding of issues relating to health and wellbeing, including physical and mental health, in the contract workforce
    • Understanding barriers to access to health and social care services or employment opportunities e.g. digital inclusion
    • Inclusive and accessible recruitment practices, development practices and retention policies that support-focused activities including those provided in the Guide for line managers on recruiting, managing and developing which support people with a disability or health condition

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