Business Systems (UK) Ltd

Robotic Process Automation Software (RPA)

Robotic Process Automation (RPA) uses software robots to transact with IT applications to automate processes. We deliver RPA solutions including Contact Centre and Telephony Test Automation Services to include Functional, Regression, Load, Performance and Monitoring testing of inbound and outbound telephony and webchat services.

Features

• Robotic Process Automation of IT & Business Processes
• Unattended robotic automation removes repetitive and mundane tasks
• Attended guidance, desktop automation & dynamic dashboards
• Comprehensive reporting and business intelligence capability
• Desktop analytics: understand current processes
• Desktop analytics: identify automation opportunities with biggest ROI potential
• Cognitive, machine learning, analytics & performance management
• Works with structured and unstructured data
• Connectivity options including Optical Character Recognition (OCR)

Benefits

• Increased productivity and efficiency across a range of departments
• Higher morale and job satisfaction as repetitive tasks are automated
• Automate a wide range of processes quickly and completely non-disruptively
• Reliable, error-free execution of repeatable tasks
• Redeploy valuable employees from administrative to strategic tasks
• Robotic Process Automation helps improve service delivery
• Virtual workforce runs 24/7
• Robotic Process Automation minimises process risks, errors and failures
• Scale robotic workforce easily based on work demands and needs

£643 a unit a year

• 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 tina.coster@bslgroup.com. Tell them what format you need. It will help if you say what assistive technology you use.

Framework

G-Cloud 14

Service ID

120244605892133

Contact

Tina Burton
07824425316
tina.coster@bslgroup.com

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: Business Systems' NICE Robotic Automation does not require changes to existing IT systems in order to provide automation. ; ; The service leverages desktop applications by performing actions as an employee would but instead with 100% accuracy and 4-5 times faster.
• Cloud deployment model:
  • Public cloud
  • Private cloud
  • Hybrid cloud
• Service constraints: Business Systems' NICE Robotic Automation uses a Real-Time Client that performs actions in the same manner as a user would. ; ; This means it requires access to the front end user interface of any systems residing on a Windows desktop (virtual or physical).
• System requirements:
  • Windows 2012 R2 Server for Control Room & Reporting
  • Datamart uses SQL Server Enterprise Edition
  • Robots will reside on virtual or physical Windows desktops

User support

• Email or online ticketing support: Email or online ticketing
• Support response times: 98% of support phone calls are answered within 5 seconds by our Customer Service centre. They will log a case and assign the priority of the query or problem. Typically Business Systems provide technical 1st response within 20 minutes for Support related issues. Response times differ outside core business hours due to the automated routing of calls. A 24 hour facility is available where cases can also be logged 24/7 (calls are routed to the Out Of Hours Team; emails would be logged and picked up the first business day).
• User can manage status and priority of support tickets: No
• Phone support: Yes
• Phone support availability: 24 hours, 7 days a week
• Web chat support: No
• Onsite support: Onsite support
• Support levels: 1. Premium; Full support, 2-hour response & 6-hour resolution SLA for P1 faults (24 hours a day, 365 days a year). 4-hour response & 12-hour resolution SLA for P2 faults (08:00 - 17:30 Mon-Fri, excludes UK bank holidays), 8-hour response & 3-day resolution SLA for P3 faults (08:00 - 17:30 Mon-Fri, excludes UK bank holidays), 16 hour response SLA for P4 service request/questions (08:00 - 17:30 Mon-Fri, excludes UK bank holidays). ; 2. Enhanced; 4-hour response & 8-hour resolution SLA for P1 faults (24 hours a day, 365 days a year). 8-hour response & 16-hour resolution SLA for P2 faults (08:00 - 17:30 Mon-Fri, excludes UK bank holidays), 16-hour response & 3 day resolution SLA for P3 faults (08:00 - 17:30 Mon-Fri, excludes UK bank holidays) No SLA’s provided for P4 service requests/questions (09:00 - 17:30 Mon-Fri, excludes UK bank holidays). ; 3. Core; 4-hour response P1 faults (09:00 - 17:30 Mon-Fri, excludes UK bank holidays). 8-hour response for P2 faults (09:00 - 17:30 Mon-Fri, excludes UK bank holidays), 16-hour response (09:00 - 17:30 Mon-Fri, excludes UK bank holidays) No SLA’s provided for P4 service requests/questions (09:00 - 17:30 Mon-Fri, excludes UK bank holidays).
• Support available to third parties: Yes

Onboarding and offboarding

• Getting started: Training is provided on site and delivered by Business Systems' Consultants. The training is consultative and promotes knowledge transfer through hands on exercises and relevant support. Training is 'Train the Trainer' based, to enable additional training to be conducted internally.; Go live and post deployment support is also provided as standard and should the customer need additional go-live support, additional days can be provided.
• Service documentation: Yes
• Documentation formats:
  • HTML
  • PDF
• End-of-contract data extraction: Process data can be downloaded in an XML format as standard. As a leading independent systems integrator, Business Systems can provide additional services in line with the customer's requirements around data and reporting.
• End-of-contract process: Automation configurations and assets are retained by the client and service is terminated.

Using the service

• Web browser interface: No
• Application to install: Yes
• Compatible operating systems: Windows
• Designed for use on mobile devices: Yes
• Differences between the mobile and desktop service: The NICE automation hub framework can accept work from any channel including: ; ; - web self-services; - mobile app; - e-mail inboxes; - digital mailroom etc.
• Service interface: Yes
• User support accessibility: None or don’t know
• Description of service interface: The Robotic Process Automation (RPA) solution removes mundane and repetitive work freeing up employees to do what they do best – focusing on customer conversations, delivering an excellent customer service and working complex cases. Work can be shared between the virtual and human workforce providing high levels of efficiency, service and quality.
• Accessibility standards: None or don’t know
• Description of accessibility: Features include:; - Real-Time solution (RTS) capabilities are provided by a single, scalable technology platform.; - Attended & unattended automation; - Desktop Analytics; ; Constraints include:; - Real-Time Client that performs actions in the same manner as a user would. ; - Requires access to the front end user interface of any systems residing on a Windows desktop (virtual or physical).
• Accessibility testing: N/A
• API: Yes
• What users can and can't do using the API: Web Services are to be consumed by external parties. Unattended robots within the Robotic Process Automation solution can be tasked with transactions and work using Web Services calls. Attended robots can be called by the robot client API or triggered by desktop events.; ; An SDK can also be provided to extend functionality.
• API documentation: Yes
• API documentation formats:
  • Open API (also known as Swagger)
  • PDF
  • Other
• API sandbox or test environment: Yes
• Customisation available: Yes
• Description of customisation: Business Systems' NICE Robotic Automation is maintainable in house. Extensive training and knowledge transfer can also be provided. ; ; All aspects of the Robotic Process Automation solution (for both attended and unattended uses) can be customised using the Real-Time Designer. This is the development and authoring environment where the solution logic, connectivity layer, business rules and other components are developed. It is developed in a one code-free environment. Publishing of automation solutions and assignment to teams/users/robots are also performed here.; ; No coding experience is required and the Real-Time Designer training course is 5 days duration. To add to this, practical, project-based knowledge transfer and enablement is encouraged.; ; A best practice and recommend approach by NICE & Business Systems is to create a sustainable business-as-usual Automation Delivery Centre. To assist, knowledge transfer, mentoring and training can also be available.

Scaling

• Independence of resources: The Robotic Process Automation solution is highly scalable for thousands of users and robot clients with the ability to be built according to specific customer requirements.

Analytics

• Service usage metrics: Yes
• Metrics types: Unattended robots are supported by a Control Room and MI Reporting framework. Reports on usage, cases, utilisation etc. can be produced and reviewed. Attended and unattended robots also allow Data Collection to be specified.
• Reporting types:
  • API access
  • Real-time dashboards
  • Regular reports
  • Reports on request

Resellers

• Supplier type: Reseller providing extra features and support
• Organisation whose services are being resold: NICE

Staff security

• Staff security clearance: Conforms to BS7858:2019
• Government security clearance: Up to 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 3.0)
• Penetration testing frequency: At least every 6 months
• Penetration testing approach: In-house
• Protecting data at rest: Physical access control, complying with SSAE-16 / ISAE 3402
• Data sanitisation process: Yes
• Data sanitisation type: Explicit overwriting of storage before reallocation
• 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 export approach: Robotic Process Automation reports can be exported to Excel and PDF formats.
• Data export formats:
  • CSV
  • Other
• Data import formats:
  • CSV
  • Other

Data-in-transit protection

• Data protection between buyer and supplier networks:
  • Private network or public sector network
  • Other
• Other protection between networks: Direct circuits or secured communications using HTTPS and SFTP are utilised. Data is encrypted during transmission.
• Data protection within supplier network:
  • TLS (version 1.2 or above)
  • IPsec or TLS VPN gateway

Availability and resilience

• Guaranteed availability: SLAs are agreed with the client based on specific business requirements.
• Approach to resilience: The NICE Robotic Automation solution can be deployed in a High Availability configuration. Certified solution can be configured as HA within a site and Active/DR between sites. In the local site this is by Real Time Server Clustering and DB clustering and between sites by using DNS Alias and Disk Replication. In addition the robotic client can still keep working in the event it is disconnected from the server. The database layer can also be made highly available using the Microsoft SQL clustering product which the solution integrates with.
• Outage reporting: The solution has an optional alarming and monitoring application to monitor different metrics related to the system. For example: number of unhandled automation requests and number of requests backlog. When the threshold value defined for each metric is breached, the application displays alerts and sends email notifications.

Identity and authentication

• User authentication needed: Yes
• User authentication: 2-factor authentication
• Access restrictions in management interfaces and support channels: Robotic Process Automation Access Restrictions:; ; For clients:; 1. Silent login.; 2. Single Sign On (based on Kerberos) integrated with Microsoft Active Directory.; ; For the Designer:; 1. Username / password integrated with Real-Time Server local data store.; 2. Username / password integrated with Microsoft Active Directory Secure Communication (HTTPS) between the Client / Designer and the Real-Time Server digital signature of the project files.
• Access restriction testing frequency: At least every 6 months
• Management access authentication:
  • 2-factor authentication
  • Public key authentication (including by TLS client certificate)

Audit information for users

• Access to user activity audit information: You control when users can access audit information
• How long user audit data is stored for: At least 12 months
• Access to supplier activity audit information: Users contact the support team to get audit information
• How long supplier audit data is stored for: At least 12 months
• How long system logs are stored for: At least 12 months

Standards and certifications

• ISO/IEC 27001 certification: Yes
• Who accredited the ISO/IEC 27001: SOCOTEC
• ISO/IEC 27001 accreditation date: 10/03/2021
• What the ISO/IEC 27001 doesn’t cover: All operational areas are covered.
• 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: All security incidents posing a threat to the information storage and processing facilities are reported and documented. For each reported incident it is required that a thorough investigation is conducted and remedial action taken leading to a satisfactory closure. All employees and contractors are made aware of what constitutes an information security incident and are familiar with the reporting procedures.; ; It is the responsibility of all employees and subcontractors to report any information security incident or suspicion to the ISO Security Officer and ensure that the incident is duly recorded on the Information Security Incident form. It is the responsibility of the Security Incident Management to take appropriate action to provide a prompt response to the incident and to facilitate normal operation as soon as safely possible. This is overseen by the Board.

Operational security

• Configuration and change management standard: Supplier-defined controls
• Configuration and change management approach: In line with ISO 27001 accredited governance procedures.
• Vulnerability management type: Supplier-defined controls
• Vulnerability management approach: In line with ISO 27001 accredited governance procedures.
• Protective monitoring type: Conforms to a recognised standard, for example CSA CCM v3.0 or SSAE-16 / ISAE 3402
• Protective monitoring approach: In line with ISO 27001 accredited governance procedures.
• 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: In line with ISO 27001 accredited governance procedure.

Secure development

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

Public sector networks

• Connection to public sector networks: No

Social Value

• Social Value:

  Social Value

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

  Fighting climate change

  Business Systems are a recognised Carbon Neutral Organisation reducing our footprint from 27 tonnes of carbon emitted in 2022 to circa <0.19 tonne in 2023. Business Systems holds an ISO 14001 certification, and we monitor and measure our environmental performance and compliance through regular Environment, Sustainability, and Governance (ESG) audits.; ; By communicating environmental best practice and offering comprehensive staff training, Business Systems promote sustainable behaviours across our workforce and encourage improved environmental performance across the work we deliver for our customers. ; ; We are committed to supporting the areas we work in, making every effort to enhance the lives of individuals by supporting environmental projects and volunteering our time to help communities. We actively encourage all of our employees to get involved in a wide range of local community initiatives. ; ; We expect our supply chain partners to mirror our continued commitment to environmental practice. Our supplier selection process requires all prospective suppliers to demonstrate how they operate in alignment with the principles of ISO 14001.

  Covid-19 recovery

  Business Systems prioritises the safety and wellbeing of its employees, customers, and third-party suppliers above all else. In line with guidelines regularly published by the Government and applicable health authorities, we have completed COVID-19 risk assessments of all business activities and locations. ; ; We have identified risk mitigations which continue to improve workplace conditions and support the COVID-19 recovery effort, whilst helping to reduce the spread of COVID-19. This includes migrating the organisation to a home-working business model throughout the pandemic, holding workshops on running remote teams effectively, and on fostering “virtual” collaboration. ; ; Supporting and positively influencing the physical/mental health and wellbeing of our staff is at the core of our business culture, with additional support available to employees affected by COVID-19. In addition, we run a range of team-building exercises and will include voluntary work in the local community (related to Covid-19). We already offer workshops to educate the local community in areas relating to voice/speech technology, and raising awareness on health and wellbeing for the contract workforce, including around loneliness and isolation caused by COVID-19. Any identified issues will be acted upon swiftly.

  Tackling economic inequality

  Business Systems values its employees and is committed to recruiting, training, retaining, and supporting them. Our first core value is ‘People First’, and we strive to be an outstanding employer. We believe in providing a safe, diverse, and inclusive work environment that fosters personal and professional growth. To achieve this, we offer competitive salaries and benefits packages, and a robust platform of training, development, and career progression. We have invested in industry-leading tools to support our managers to hold productive conversations with their team members, and to collect weekly actionable engagement data through pulse surveys.; ; Many of our team members have been developed through the organisation, from entry level to senior management (including C-Suite). We are continuing to invest in training and development to create further opportunities to develop our team, as well as creating entry-level opportunities across all areas of the UK. By working closely with universities and internship schemes, we are able to provide work experience and summer internships and have a successful apprenticeship scheme in place.; ; We track staff turnover rates and conduct exit interviews to understand how we can continue to be a better employer. We also engage regularly with review platforms including Glassdoor to allow candidates to gain genuine insight into how our people experience life at Business Systems.

  Equal opportunity

  Business Systems is committed to promoting a gender pay balance and creating an inclusive workplace that values diversity. We understand women are disproportionately represented in low-paid occupations and are proud to have attained Living Wage Employer status. As part of this, we undertook a supply chain audit and remediations to ensure all employees and suppliers are paid a fair and liveable wage. We measure and monitor our success by tracking the representation of women in leadership roles, and by conducting regular engagement surveys. We assess the engagement data by gender, allowing us to identify deltas between men and women and create appropriate resolution plans.; ; Our modern approach to hybrid/flexible working supports underrepresented groups who have traditionally found it difficult to attend an office, including those with disabilities/long-term illnesses. We support our teams to work in locations that enable safety and productivity, whether at home, on site with clients, or in an office. Our office in the City of London is fully accessible and is adjacent to the step free entrances to Bank Station. We provide support to all employees through our Employee Assistance Programme, including a 24x7 support line as well as numerous resources and wellbeing plans. We monitor and measure our success by conducting regular engagement surveys. ; ; We are also committed to increasing the representation of LGBTi+, BAME, and other protected characteristic groups in the workforce. To achieve this, we provide an inclusive work environment that values diversity and promotes equality. We monitor and measure our success by tracking the representation of diverse groups in our workforce and conducting regular engagement surveys, including questions specifically related to diversity and inclusion. This data is segmented by self-reported gender, sexuality, and ethnicity, allowing us to draw insights into deltas between these groups and target specific interventions to improve the employee experience.

  Wellbeing

  Business Systems values the mental health of our employees and is committed to promoting a healthy work-life balance. To ensure staff mental health is promoted, we provide an Employee Assistance Programme which includes mental health resources and support programs. We conduct regular employee engagement surveys which specifically include questions related to mental health, stress, anxiety, and burnout to ensure that we can identify and proactively manage these concerns.; ; We have signed up to the Mental Health at Work Commitment, demonstrating our commitment to the health and wellbeing of our team, and have implemented a Mental Health First Aider programme. We also encourage our team to regularly share wellbeing content and articles on our dedicated Wellbeing Teams channel. We encourage an open dialogue around workload, stressors, and other challenges so that we can make changes to support any team member who needs it. We include wellbeing as a regular topic at town halls and workshops throughout the year. ; ; We have invested in enhanced data analytics to enable team members and managers to proactively schedule time to focus, to learn, and to take a break. Our team can use this data to identify interruptions out of hours, longer or less productive meetings, or other insights that help bring meaning to their work. We monitor and measure our success by conducting regular employee engagement surveys that feature targeted questions related to mental health.

Pricing

• Price: £643 a unit a year
• Discount for educational organisations: Yes
• Free trial available: No

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 tina.coster@bslgroup.com. Tell them what format you need. It will help if you say what assistive technology you use.