UST Global Pvt Ltd

UST SmartOps™

UST SmartOps™ is an Intelligent Process Automation Platform that holistically learns and re-imagines your business processes while digitizing and compressing manual workflows. This empowers employees to focus on opportunities with the highest business impact. Combines AI, RPA & cognitive automation to streamline business operations, reducing costs, improving efficiency and profitability.

Features

• Centralises all operational activities
• Knowledge management capabilities to reduce business processing time
• Provides better insights for Issue identification & effective routing
• Identifies potential issues that exceed standardized thresholds
• Identifies issues and performs the corrective action without human intervention
• Preempting issues by analyzing the performance and generate auto alerts

Benefits

• Reduces turnaround time for completing a particular task
• Accuracy in predicting the process trends
• End to end automation can be achieved without human intervention
• Gain agility, efficiency, cost savings with a digital command center
• Reduces the incorrect denials and reminds to add missing details

£3,000 to £3,500 a unit

• 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 ukpublicsectorsales@ust.com. Tell them what format you need. It will help if you say what assistive technology you use.

Framework

G-Cloud 13

Service ID

132776428572656

Contact

Patrick Marren
07544102103
ukpublicsectorsales@ust.com

Service scope

• Software add-on or extension: No
• Cloud deployment model:
  • Public cloud
  • Private cloud
• Service constraints: The offered service is supported on 16-Core/64GB, 32-Core/128GB and 4-Core/16GB VMs running on Ubuntu 18.04LTS. There could also be a need for GPU based VMs to meet specific peformance and volume SLAs.The platform is not automatically scalable. Based on the projected usage, the system configuration need to be set initally.
• System requirements:
  • 16vcpu - 64GB-512GBSSD (5 VMs)
  • 4vcpu - 16GB - 512GBSSD (1 VM)
  • 32vcpu - 128GB - 512GBSSD (1 VM)

User support

• Email or online ticketing support: Yes, at extra cost
• Support response times: This is SLA dependent and subject to discussions and requirements
• User can manage status and priority of support tickets: Yes
• Online ticketing support accessibility: WCAG 2.1 AAA
• Phone support: Yes
• Phone support availability: 9 to 5 (UK time), 7 days a week
• Web chat support: No
• Onsite support: Yes, at extra cost
• Support levels: We have L1, L2 and L3 support levels and are finalized per the client requirements. Cost and resources are subject to discussions and are determined as per the client needs.
• Support available to third parties: Yes

Onboarding and offboarding

• Getting started: We offer customers with a blueprint containing the transformation approach to demonstrate the real savings by implementing a pilot process through UST SmartStart engagement. UST SmartStart is a 8 week strategic assessment for discovering the operational activities of an identifiedfunctional area.It typically comprises of 3 phases: Pre-Discovery, Discovery & Analysis and Finalise.; We grant user access to the platform using fine-grained permissions built on role-based access controls (RBAC). Customers can create multiple roles and assign roles to users based on their responsibilities. RBAC lets you control the way your users’ access, view and manage data. You can restrict the activities a user performs based on roles, user groups, credentials, devices and device groups and permissions and permission sets.; Online documentation and user manuals are available to help users to get started. Additional training requests can be considered on demand.
• Service documentation: Yes
• Documentation formats:
  • HTML
  • PDF
• End-of-contract data extraction: UST SmartOps has no end user data stored.
• End-of-contract process: Periodic notice are sent to customer of upcoming termination date and renewal options. End-of-contract process includes adequate transition and transfer activities based on customer needs.

Using the service

• Web browser interface: Yes
• Supported browsers:
  • Internet Explorer 11
  • Microsoft Edge
  • Firefox
  • Chrome
• Application to install: No
• Designed for use on mobile devices: Yes
• Differences between the mobile and desktop service: Mobile browsers can be used to access the application though there is no guarantee of optimal viewing experience.
• Service interface: Yes
• User support accessibility: WCAG 2.1 AA or EN 301 549
• Description of service interface: Secure service interface is available for selected features of the platform.
• Accessibility standards: None or don’t know
• Description of accessibility: Service is available over web protected by various authentication measures.
• Accessibility testing: N/A
• API: Yes
• What users can and can't do using the API: -Predict and integration APIs are made available over a secure API gateway.; -APIs are protected via authentication tokens.; -Machine Learning Model Training and Configuration data changes are not permitted via API interface.
• API documentation: Yes
• API documentation formats: PDF
• API sandbox or test environment: No
• Customisation available: Yes
• Description of customisation: Users can customize the workflows and configurations associated with the product features. Customization can be done using the application interface. Designated personas are available for every feature to facilitate customization.

Scaling

• Independence of resources: Every tenant will have their own individual environment and the application can dynamically scale as per demand.

Analytics

• Service usage metrics: Yes
• Metrics types: We provide a dashboard with Container and Node statistics
• Reporting types: Real-time dashboards

Resellers

• Supplier type: Not a reseller

Staff security

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

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 every 6 months
• Penetration testing approach: ‘IT Health Check’ performed by a Tigerscheme qualified provider or a CREST-approved service provider
• Protecting data at rest: Encryption of all physical media
• Data sanitisation process: No
• 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: Options to export data to excel formats for various features is available as a part of reporting and dashboards in UST SmartOps™ .
• Data export formats: Other
• Other data export formats: MS Excel format
• Data import formats: Other
• Other data import formats:
  • MS Excel format
  • JSON format

Data-in-transit protection

• Data protection between buyer and supplier networks:
  • 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: UST SmartOps™ can be configured on High Availability based on business criticality requirements.
• Approach to resilience: Information on resillience available on request.
• Outage reporting: Real-time dashboard based reporting.

Identity and authentication

• User authentication needed: Yes
• User authentication:
  • 2-factor authentication
  • Identity federation with existing provider (for example Google Apps)
  • Username or password
• Access restrictions in management interfaces and support channels: We grant user access to the the platform using fine-grained permissions built on role-based access controls (RBAC). Customers can create multiple roles and assign roles to users based on their responsibilities. RBAC lets you control the way your users’ access, view and manage data. You can restrict the activities a user performs based on roles, user groups, credentials, devices and device groups and permissions and; permission sets.
• Access restriction testing frequency: At least every 6 months
• Management access authentication:
  • 2-factor authentication
  • Identity federation with existing provider (for example Google Apps)
  • Username or password

Audit information for users

• Access to user activity audit information: Users contact the support team to get audit information
• How long user audit data is stored for: Between 1 month and 6 months
• Access to supplier activity audit information: Users contact the support team to get 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: Yes
• Who accredited the ISO/IEC 27001: Can be provided when requested
• ISO/IEC 27001 accreditation date: Can be provided when requested
• What the ISO/IEC 27001 doesn’t cover: Can be provided when requested
• ISO 28000:2007 certification: Yes
• Who accredited the ISO 28000:2007: Can be provided when requested
• ISO 28000:2007 accreditation date: Can be provided when requested
• What the ISO 28000:2007 doesn’t cover: Can be provided when requested
• CSA STAR certification: No
• PCI certification: Yes
• Who accredited the PCI DSS certification: Can be provided when requested
• PCI DSS accreditation date: Can be provided when requested
• What the PCI DSS doesn’t cover: Can be provided when requested
• Cyber essentials: Yes
• Cyber essentials plus: Yes
• Other security certifications: Yes
• Any other security certifications:
  • SOC-1 Type I
  • SOC-1 Type 2

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: UST follow a defined escalation and reporting approach. Full details can be supplied upon request

Operational security

• Configuration and change management standard: Supplier-defined controls
• Configuration and change management approach: Undisclosed. Information can be provided to individual customers under an NDA.
• Vulnerability management type: Supplier-defined controls
• Vulnerability management approach: Undisclosed. Information can be provided to individual customers under an NDA.
• Protective monitoring type: Supplier-defined controls
• Protective monitoring approach: Undisclosed. Information can be provided to individual customers under an NDA.
• 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: ITOSM combines ITSM incident management processes with ITOM hybrid monitoring and intelligent correlation. ITOSM helps you conquer the chaos of multi-cloud management, with a single digital operations command center where you can proactively discover, monitor, manage, and remediate incidents without toggling between multiple consoles or struggling with disparate data sour.

Secure development

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

Public sector networks

• Connection to public sector networks: No

Social Value

• Tackling economic inequality:

  Tackling economic inequality

  UST typically aim to fill at least 10-15% of roles with people from a disadvantaged background, providing employment and training opportunities to disadvantaged people from economically underprivileged areas who may face barriers to digital jobs, such as not having a university degree. UST work with partners who provide employment opportunities, along with training, and personal development for their staff. We will hire disadvantaged staff who would typically be unable to find opportunities in the technology industry, provide them with all necessary training and experience, and then bring them onto projects where they will bring value and success both to the project and their own careers. Where possible, UST will hire from areas that have over 20% of the community on out-of-work benefits. Our head of Social Value will assist in assessing suitable areas and provide feedback to recruitment teams. UST will be visible in these deprived areas through local community workshops and advertise the roles to these communities. Additionally, UST will work with Job Centre Plus to help find suitable candidates who would benefit from training and work opportunities.
• Equal opportunity:

  Equal opportunity

  UST implement processes to eliminate bias in our hiring and promotion practices, working to support people who fall under the nine ‘protected characteristics’ detailed in the Equality Act 2010. Our recruitment process is designed to eliminate bias. We use software that removes all personally identifying information from CVs, such as gender, race, and age, before they are reviewed to ensure these characteristics don’t factor into hiring. We have a multi-phase interview process, with a team of five people selected randomly for each interview to provide a wide range of perspectives on each candidate. Salaries adhere to a defined pay structure and are based entirely on role and skills. Our recruitment team is trained in strategies to ensure the recruitment process does not demotivate or bias against any group. This includes the Unconscious Bias course provided by LinkedIn, which details the impact of bias, how it arises, and how to combat it. We provide training to staff at all levels, and renew this training on an ongoing basis, to create an inclusive environment where staff are empowered to identify and tackle bias.

Pricing

• Price: £3,000 to £3,500 a unit
• 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 ukpublicsectorsales@ust.com. Tell them what format you need. It will help if you say what assistive technology you use.