BT Cloud Work

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: LAN, WAN, Mobile, Internet, Wi-Fi, Security, Managed Services
Cloud deployment model: Public cloud
Service constraints: No
System requirements: Supports Windows

Chrome OS

IOS PCs and laptop

Supports iOS and Android mobile phones

Requires a client to be installed

User support

Email or online ticketing support: No
Phone support: Yes
Phone support availability: 24 hours, 7 days a week
Web chat support: No
Onsite support: Yes, at extra cost
Support levels: Depending on severity of the issue depends on speed of response. S1 30 mins, S2 4 hours, S3 24 hours, S4 60 hours
Support available to third parties: No

Onboarding and offboarding

Getting started: We provide live interactive training sessions as part of deployment: 3 hours for Administators and multiple 1 hour sessions for Users to enable multiple groups to attend. Sessions are delivered remotely, using the Video Meetings feature of the platform itself, and these sessions are then recorded and available for future review by new joiners or attendees who want to re-watch their sessions. We also offer on-site deployment as an option, so that on the day of go-live, we have people walking the floor to suport users in their new environment, provide ad-hoc training etc. This model has proven very successful at ensuring users transition smoothly, and that take up amongst users is rapid and high.
Service documentation: Yes
Documentation formats: HTML

PDF
End-of-contract data extraction: Most of the usage & configuration data held in the Admin Portal can be downloaded as management reports and emails or exported as a CSV file. Alternatively, if an integration is created to do so, data can also be extracted via the Cloud Work API to other 3rd party software. Call recordings can also be downloaded as MP3 files.
End-of-contract process: Prior to the end of the minimum term of service (contract term), you will be informed that the contract is coming to an end. You will have the option to renegotiate the contract to ensure business continuity on contract term end. If you choose to end the contract, the service will cease at the end of the minimum term of service.

Using the service

Web browser interface: Yes
Supported browsers: Internet Explorer 11

Microsoft Edge

Firefox

Chrome

Safari
Application to install: Yes
Compatible operating systems: Android

IOS

MacOS

Windows
Designed for use on mobile devices: Yes
Differences between the mobile and desktop service: The mobile app and desktop/ laptop client are essentially the same unified client accessing the same features through the same user interface
Service interface: Yes
User support accessibility: WCAG 2.1 AA or EN 301 549
Description of service interface: System and User configuration is performed via the BT Cloud Work Admin Portal which is an intuitive web portal accessed via the Internet. Role-based permissions can be given by the SuperUser to enable devolved self-service rights, so that system and user parameters can be set without the traditional model need to log tickets via a helpdesk, avoiding the associated delay that that model requires.
Accessibility standards: WCAG 2.1 AA or EN 301 549
Accessibility testing: Unknown
API: Yes
What users can and can't do using the API: BT Cloud Work is architected to be an open platform that can be integrated with 3rd party software. It offers a REST API and a developers portal with tools, SDKs and support environment. Many 3rd party vendors and existing customers have used the API and we have over 120 integrations which are testament to the viability of API integration into the platform. The functionality available has been wide, from core functionality like directory integration, calendar integration, click to dial, cloud-drive integration, call log integration into CRM etc., to more bespoke functionality that individual customers or specialised applications need.
API documentation: Yes
API documentation formats: Open API (also known as Swagger)
API sandbox or test environment: Yes
Customisation available: Yes
Description of customisation: Customers may customise BT CW using the Open API to integrate into other open software (see Q39). Operationally, BTCW offers an intuitive web-based Admin Portal where SuperUsers and Users can be given a variety of privileges to make configuration changes to the system and/or their own profile (e.g. where and how to route calls, music/messages on hold, assigning users into user/hunt groups, ordering new lines and users etc.). The principle is one of self-service

Scaling

Independence of resources: BT Cloud Work is a carrier-scale, cloud based network, operated to not exceed 25% capacity at which point additional capacity is built. Functionality remains in the Cloud Work platform, distributed between multiple server clusters in multiple datacentres. The performance delivered is less dependent on the cloud platform itself, than the network connectivity from the platform to the end device, e.g. WAN, LAN, WiFi or 4G networks. Should network performance deteriorate, calls use a rate adapative OPUS codec which monitors call quality and will adjust to a lower frequency spectrum encoding if call quality is threatened, so optimising performance.

Analytics

Service usage metrics: Yes
Metrics types: Cloud Work provides a host of usage metrics. The call log holds up to 100,000 call details per billing account, with details and analytics information of each call e.g. to/from, time/duration of call, call quality, device type, codec used, latency, jitter, packet loss, network type, network provider etc.. Cloud Work UC also inherently offers moderate call centre functionality, so live reporting is available for metrics such as agents available, calls answered/ missed/ queuing, average call duration/talk time, #calls in/outbound, service levels vs set thresholds etc per user or huntgroup etc.
Reporting types: API access

Real-time dashboards

Regular reports

Reports on request

Resellers

Supplier type: Reseller providing extra support
Organisation whose services are being resold: RingCentral

Staff security

Staff security clearance: Other security clearance
Government security clearance: None

Asset protection

Knowledge of data storage and processing locations: Yes
Data storage and processing locations: 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: In-house
Protecting data at rest: Encryption of all physical media
Data sanitisation process: Yes
Data sanitisation type: Deleted data can’t be directly accessed
Equipment disposal approach: A third-party destruction service

Data importing and exporting

Data export approach: Most of the usage & configuration data held in the Admin Portal can be downloaded as management reports and emails or exported as a CSV file. Alternatively, if an integration is created to do so, data could potentially be extracted via the Cloud Work API to other 3rd party software.
Data export formats: CSV

Other
Other data export formats: PDF
Data import formats: CSV

Other

Data-in-transit protection

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

Availability and resilience

Guaranteed availability: 99.99% = < 5.3 mins downtime a year
Approach to resilience: The platform is architected to run with active-active server clusters within a DC, then servers are run as ""pods"" across geo-redundant DCs across Europe. Capacity is typically expanded once a 25% capacity is reached, which allows planty of spare capacity for active-active failover if necessary for upgrades or failure recovery without impacting performance. Further inherent service resilience comes in the form of being able to automatically route calls to users via alternative endpoints such as soft clients, mobile phones, alternative hard phones (e.g. remote office, home-office etc) if some endpoints are not available.
Outage reporting: Service Levels are reported monthly and will capture details of availability and any individual outages that affected customers. Any potential service interruptions such as planned engineering works may also be notified to customers although our multi-tenanted, multi-homed platform means that upgrades occur without service impact to users.

Identity and authentication

User authentication needed: Yes
User authentication: 2-factor authentication
Access restrictions in management interfaces and support channels: Access to the Admin Portal is configured by the SuperUser who can grant / deny access to other user profiles to some or all of the configuration features, feature by feature, using a tick-box for each feature. A User can therefore only access and modify features for which they have privileges.
Access restriction testing frequency: At least every 6 months
Management access authentication: 2-factor authentication

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

Standards and certifications

ISO/IEC 27001 certification: No
ISO 28000:2007 certification: No
CSA STAR certification: No
PCI certification: No
Cyber essentials: Yes
Cyber essentials plus: Yes
Other security certifications: No

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: BT's Security Policies and processes are modelled against ISO27001
Our Supplier requires annual internal acknowledgement of information security policies. All customer data is destroyed within 30 days of account termination and all internal confidential material is shredded or put in locked shredding boxes when they are no longer needed or if the applicable defined retention period has expired. Internal policies and procedures ensure IT equipment and media is properly wiped and discarded.

Operational security

Configuration and change management standard: Supplier-defined controls
Configuration and change management approach: Configuration changes can be made by customer administrators due to the service autonomy. The network and application perimeter is protected with firewalls and SBC. Administrative access requires authenticating through a production VPN gateway, then authenticating to local infrastructure systems. Technology layers include intrusion detection systems, system logs, and fraud analytics. Operational processes include system and service-level monitoring, system hardening, change management, and regular vulnerability scans.

During release management we go through a change management process whereby the platform is updated ensuring business continuity, no impact to end users, and allows for simple rollback if required.
Vulnerability management type: Supplier-defined controls
Vulnerability management approach: We do have dedicated Security staff responsible for vulnerability management and as part of the vulnerability management process, we perform vulnerability scans on a daily basis. Patching priority is based on vulnerability severity. Vulnerability scans run on a daily basis on our critical systems. Patches are applied based on severity level of the vulnerability. Penetration testing is performed once a year (at least). We perform code scans pre-deployment and post-deployment. Post-deployment scans are done for mobile and desktop apps.
Protective monitoring type: Undisclosed
Protective monitoring approach: N/A
Incident management type: Undisclosed
Incident management approach: N/A

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

Connection to public sector networks: No

Social Value

Fighting climate change
Covid-19 recovery
Tackling economic inequality
Equal opportunity
Wellbeing

Fighting climate change

BT Group has been a leader on climate action for over 30 years. We have been tracking our carbon reductions since 1992 and become one of the first companies in the world to set a science-based target in 2008. Our networks and buildings are all powered by renewable electricity, and we are aiming to transition majority of our fleet to electric or zero-emission vehicles by 2030 (now over 2,400 in total). To date, our electric fleet has travelled more than 7.9 million miles, saving over 2,200 tonnes of CO2e, which helps us transition to a net zero economy much faster.

We are investing in full fibre broadband and 5G networks that will pave the way for lower-carbon ways of life and work. We believe to reach Net Zero renewable energy, low-emission vehicles and technology hardware are important, which the Crown Commercial Services also believe. Due to our solutions for Carbon reduction aligning, BT can consider setting a workshop with CCS to share ideas and objectives on how to achieve net zero.

We have pledged to become a net zero business by the end of March 2031, and we are targeting net zero for our supply chain and customer emissions by the end of March 2041.We have also set a target to help customers avoid 60 million tonnes of CO2e by the end of March 2030. We aim to contribute to a circular economy by reducing waste and enhancing opportunities to repair, refurbish and recycle. This year, our customers returned more than 1.8 million home hubs and set-top boxes to us and through our refurbishment operation, we reused 83% and recycled the rest. We also collected over 190,000 mobile devices through trade-in schemes, all of which were reused (97%) or recycled.

Covid-19 recovery

At BT we understand the important of showing support to others, especially those who are in vulnerable situations. To show our support, BT has launched the award-winning Care Companions initiative during Covid – matching BT volunteers with residents in care homes, providing a befriending service with weekly calls brightening someone’s day. From those humble beginnings there are now around 400 BT volunteers from 29 contact centres across the UK making weekly calls to around 15,000 care home residents. As well as befriending residents, tackling loneliness and isolation, BT volunteers have also continued to support the care homes with fundraising and gardening.

We also work closely with Home-Start. A local community network of trained volunteers and expert support, helping families with young children through challenging times. Our partnership helps people improve their digital skills, whilst opening fantastic fundraising and volunteering opportunities for our colleagues.

Our partnership aims to support Home-Start families with:
· Digital Confidence
· Data Connectivity
· Access to devices

Staff will use their volunteering hours to help support families with digital support. We will be teaching families basic digital skills such as using a laptop, tablet, or mobile phones. Also, we would use these hours to help families apply for schools, colleges, and jobs to put them in a position for a better future.

We also offer flexible working. Since Covid people have been through demanding situations, and now going through cost-of-living issues. Giving our employees the chance to work from home twice a week, allows them to save on expenditures traveling from and to the office including spending while within the office. We also understand how covid affected many people through losing loved ones. We hope flexibility allows employees to be more around their loved ones and support each other after going through such tough times.

Tackling economic inequality

At BT we are aware, in the UK there are skill shortages for many people who face multiple barriers into employment for several reasons out of their control. This is why we have supported more than 51,000 people with employability guidance and work life digital skills since 2014. Our aim is to boost social mobility and economic productivity by helping young people succeed in an increasingly digital world of work.

We are committed to being responsible, sustainable, and inclusive. It is fundamental to our purpose that we ‘connect for good’. BT is one of the largest employers of apprentices in the UK. In 2022, we ranked third place in the top 100 Apprenticeship employers in the UK and recruited more than 2,600 apprentices and graduates over the past four years. An addition to this, we hired 400 apprentices and graduates in 2023 in different cities across the UK such as London, Birmingham, Manchester, and Bristol and more.
As well as employment schemes, BT have delivered over 185 workshops reaching over 4900 pupils aged between 11 and 19. Our employees share their work skills and experiences with this next generation of employees and drive aspirations to work in engineering, innovation, and technology industries.
Our 5-hour workshops:

• Give young people the opportunity to explore their individuality, skills and interests through group activities and challenges, supporting their careers education at school.
• Align with the Gatsby Benchmarks to support schools to deliver great careers education across the UK and Northern Ireland and work towards their quality education standards e.g. OFSTED Inspections
• Feature STEM (science, technology, engineering, maths) activities that link curriculum-based learning to the skills employers are looking for in areas such as Software Design and Engineering, Fibre Network Build and Cybersecurity Planning and Solutions.

Equal opportunity

Everyone, regardless of background, experience, or their place in society, should be afforded opportunities to help them learn and grow. This is the foundation upon which a modern, progressive, and inclusive society functions. In achieving this, we all benefit. We benefit from talent, no matter from where it comes; being able to grow, mature and prosper. This is BT’s philosophy.

We have set out some 2030 ambitions relating to gender, ethnicity, and disability. By 2030, our workforce will be;
• 50% Gender (we want 50% of BT Group colleagues (excl. Openreach) to be women)
• 25% Ethnicity (we want 25% of BT Group colleagues (UK workforce, excl. Openreach) to be Black, Asian or from an ethnic minority background)
• 17% Disability (we want 17% of BT Group colleagues (UK workforce ex Openreach)

We have partnerships with different agencies which we work with to support equal opportunity. Such is Purple Goat, which is one of the UK’s only communications agencies run by disabled people. We partnered with them to deliver a series of videos highlighting the experiences of colleagues with a range of disabilities – including diabetes, autism, and visual and hearing impairments.
We have also built relationships with Code First Girls, Women Returners, Black Girls Tech Summit, and Girls Talk London. These initiatives help delegates develop their skills and network with peers, creating more opportunities for women to move into technology careers.
And as lead sponsor of the Avado FastFutures programme, we are helping upskill over 7,000 18–24-year-old learners from ethnically diverse backgrounds. We want to help them develop digital and data skills to unlock opportunities and launch their careers.

Wellbeing

At BT, we always put wellbeing and safety first. For us, there are no shortcuts in keeping everyone safe. We work on creating fulfilled, safe, happy, and healthy employees in a culture where everyone can thrive. BT’s supporting wellbeing in the workplace includes:

SilverCloud, which provides programmes designed to help improve and maintain wellbeing by addressing core underlying issues that can have a negative impact on how employees live their lives. We will ensure that all our staff within the contract are aware of this support option if needed. These include modules on stress, money worries, perinatal wellbeing, anxiety and more. Users would usually be recommended to complete one module of their choice within a week period.

We will measure the mental health in respect of the contract using a ‘YourSay’ survey, published annually, of:
· No. of individuals are aware of the support services.
· No. of individuals have participated in mental health awareness events.
· No. of managers who completed the mandatory training.
· Additionally, managers that qualified mental health first aiders.

BT also provide their Employee Assistance Programmes (EAP). EAP's provide a range of services, notably employee counselling, but also legal advice, practical financial information, and advice on dealing with debts. BT's EAP includes a comprehensive range of personal and group services to help our people deal with worrying or tricky situations. It is entirely free of charge for users.
The EAP is delivered by Optum - our Occupational Health & Wellbeing Centre of Expertise makes sure the services are delivered to the highest standards to meet our people's needs. You can contact the EAP, in confidence, 24 hours a day, 7 days a week, 365 days a year so that help is available whenever it is needed. Assistance can be provided face-to-face basis or via telephone.

Pricing

Price: £9.25 to £18.50 a user a month
Discount for educational organisations: No
Free trial available: No

Features

Benefits

Service documents

Framework

Service ID

Contact

Service scope

User support

Onboarding and offboarding

Using the service

Scaling

Analytics

Resellers

Staff security

Asset protection

Data importing and exporting

Data-in-transit protection

Availability and resilience

Identity and authentication

Audit information for users

Standards and certifications

Security governance

Operational security

Secure development

Public sector networks

Pricing

Service documents

Cookies on Digital Marketplace

BT Cloud Work

Features

Benefits

Pricing

Service documents

Framework

Service ID

Contact

Service scope

User support

Onboarding and offboarding

Using the service

Scaling

Analytics

Resellers

Staff security

Asset protection

Data importing and exporting

Data-in-transit protection

Availability and resilience

Identity and authentication

Audit information for users

Standards and certifications

Security governance

Operational security

Secure development

Public sector networks

Social Value

Pricing

Service documents