Computacenter (UK) Ltd

Computacenter - Clue Software

Clue is a comprehensive intelligence, investigation, and case management solution designed to empower professionals in detecting threats, streamlining information management, and conducting investigations with precision. Trusted by a diverse range of organisations including law enforcement, government, corporations, non-profits, and sports entities, Clue ensures optimal outcomes and operational excellence.

Features

• Single solution for intelligence, referral, development, investigation, prosecution and prevention
• Sophisticated search and index, search linked databases and repositories
• Entity (POLE) centric design, ability to link, interoperable through API
• Workflow, tasking, decision logging, evidential compliance for prosecution and sanctions
• AI-driven watchlists, charting, mapping, visualisation, insights, dashboards, and reporting
• Global user community sharing insights, best practise, feeding product roadmap
• Information capture via web, email and third-party applications using API
• Comprehensive redaction, disclosure, case management and schedule generation function
• Audit tools and prompts enhance data compliance, quality and reporting
• Granular access control through flexible roles and permissions

Benefits

• Configuration manages diverse organisational threats from a single system
• Single search accesses all information reducing missing links/data risks
• Insights enable emerging threat disruption and improve early intervention
• Consolidate all interconnected records with guided workflows, ensuring procedural compliance
• Sophisticated configuration allows multiple teams to collaborate
• Share sanitised/redacted data with partners or use API
• NIM-compliant intelligence with information and source management
• Integrations to eliminate manual processes and information flows
• User-driven product enhancements to keep pace with evolving needs
• Redaction capability saves time and avoids prosecutions/sharing risks

£177 a user

Service documents

• Pricing document

  PDF

• Skills Framework for the Information Age rate card

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

Framework

G-Cloud 14

Service ID

193230917632151

Contact

Karen Baldock
+44 (0) 1707 631000
government@computacenter.com

Service scope

• Software add-on or extension: No
• Cloud deployment model:
  • Public cloud
  • Private cloud
  • Hybrid cloud
• Service constraints: No
• System requirements: Modern web browser

User support

• Email or online ticketing support: Email or online ticketing
• Support response times: Ticket portal is available to raise 27/4, feeding into Salesforce. Support core business hours 0800 - 1800 hrs M-F. No weekend support. Standard Target resolution times: P1 = 1 Business Day {The business unit is halted completely and no work around is feasible e.g., complete outage or cyber attack} P2 = 3 Business Days {An Incident causing significant impact to the business with no workaround available. P3 = 5 Business Days {An Incident causing minimal impact to the business. There may be a workaround available} P4 = 7 Business Days {An Incident causing negligible impact to the business.}
• 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: Onsite support
• Support levels: STANDARD SUPPORT (SS) Target response & resolution time: Standard SLA’s on problem incidents Knowledge Hub access: Up to 5 accounts Portal access to raise tickets 24/7: 2 Licenses ENTERPRISE SUPPORT (ES) Target response & resolution time: Enhanced SLA’s on problem incidents Knowledge Hub access: Up to 30 accounts Portal access to raise tickets 24/7: 5 Licenses Named support contact Fortnightly calls to review Support Tickets Quarterly Support Reviews Hyper-support during releases Technical Support for Customer Hosted accounts COST Cost is based on the number of licenses. Additional cost for (ES) Enterprise Support model (versus Standard).
• Support available to third parties: Yes

Onboarding and offboarding

• Getting started: Clue appoint a dedicated Implementation team to onboard new customers. Establishing and managing, project governance- delivery plans and status reporting. The team will manage instance set up, running a process, data and integration assessment to ensure a best-practice and applicable standard configuration. Clue support configuration review and refinement and provide a best practice tool kit, including system training materials. Clue will run instructor led, recorded training sessions for super users and end users, ensuring that super users can administrate configuration updates and changes. Once signed off Clue will transition the customer from implementation to business as usual with access to the support team via a ticketing system, to raise and monitor issues and queries, and to the customer success team and Clue Connect community to ensure adoption and onward success.
• Service documentation: Yes
• Documentation formats:
  • HTML
  • PDF
• End-of-contract data extraction: Users can export their own data at the end of contract or Clue can help with the export.
• End-of-contract process: At the end of contract the customer success manager will discussed the steps in the Clue exit plan. All data can be exported by the customer but Clue can help with the export if required.

Using the service

• Web browser interface: Yes
• Supported browsers:
  • Microsoft Edge
  • Chrome
  • Safari
• Application to install: No
• Designed for use on mobile devices: Yes
• Differences between the mobile and desktop service: Some screens have been optimised for viewing on a mobile device. However, there is no reduction in functionality as a result of this.
• Service interface: Yes
• User support accessibility: WCAG 2.1 AA or EN 301 549
• Description of service interface: Clue is a browser-based investigation case management application used by investigators and case officers.
• Accessibility standards: WCAG 2.1 A
• Accessibility testing: Accessibility testing is automated and run a on a weekly basis, and is integral to our development process, so that any critical or serious issues identified will be remediated as part of our build and release process. We have an internal test suite that monitors the accessibility of pages within Clue using the axe-core accessibility framework provided by Deque Labs.
• API: Yes
• What users can and can't do using the API: The API is comprehensive and is primarily used to submit and retrieve information from the Clue system without having to use the web based user interface. It is most commonly used to allow the integration with other third-party systems and tooling. The API is focused on viewing and maintaining the data in Clue rather than the set up and administration of the system. However, the API can be used to administrate users on the system. Including user creation, alteration and deletion.
• API documentation: Yes
• API documentation formats: Open API (also known as Swagger)
• API sandbox or test environment: Yes
• Customisation available: Yes
• Description of customisation: System configuration access can include:; ; Custom Fields: add, modify, or delete various types such as Boolean, Currency, Date, Dropdown, Free Text, and Links to entities like Address, Organisation, Person, or Staff Records. These can be conditional, mandatory, or unique.; ; Fields: designate fields as mandatory or optional.; ; Lists: customise and order fields in List Views to enhance user experience and ensure quick data access. Includes options to reset to default settings and support from the Clue Support Team.; ; Menus: customise all dropdown field menu values.; ; Tags: configure Tags to categorise records and alert users.; ; Report Templates: design and upload Microsoft Word report templates for custom reporting. Templates autopopulate with record data and be printed as PDFs or Word documents.; ; Data Views and Dashboards: create, modify, and share data views and dashboards. Filter data using no-code rules, customise columns, share and export views, and display results graphically on dashboards.; ; Access to these configurations is permission-based and controlled via the Access Control page in CLUE.

Scaling

• Independence of resources: Clue use Microsoft Azure to be able to scale up when needed. Clue also have monitoring in place that will alert when certain thresholds are met so capacity can be increased if needed.

Analytics

• Service usage metrics: Yes
• Metrics types: Clue use various tooling for different metrics. Insights for how Clue is being used, Monitoring tools for uptime and capacity and also metrics on support SLA's.
• Reporting types: Reports on request

Resellers

• Supplier type: Reseller (no extras)
• Organisation whose services are being resold: Clue Software

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
  • 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: ‘IT Health Check’ performed by a Tigerscheme qualified provider or a CREST-approved service provider
• Protecting data at rest:
  • Physical access control, complying with CSA CCM v3.0
  • Physical access control, complying with SSAE-16 / ISAE 3402
  • Encryption of all physical media
• Data sanitisation process: Yes
• Data sanitisation type:
  • Explicit overwriting of storage before reallocation
  • Deleted data can’t be directly accessed
• 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: Users can export the data if they have the permissions directly from Clue in a .csv format.
• Data export formats:
  • CSV
  • Other
• Other data export formats:
  • XML
  • SQL
  • Excel
• Data import formats:
  • CSV
  • Other
• Other data import formats:
  • XML
  • SQL
  • Excel

Data-in-transit protection

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

Availability and resilience

• Guaranteed availability: 99.9%
• Approach to resilience: We utilise Microsoft Azures SLA for their Date centre. Further details can be available on request.
• Outage reporting: Clue have a monitoring platform built into the service that will notify us of any outages or high consumption of services.

Identity and authentication

• User authentication needed: Yes
• User authentication:
  • Identity federation with existing provider (for example Google Apps)
  • Username or password
• Access restrictions in management interfaces and support channels: Users can either login in to a web portal with a username and password or SSO can be enabled to link into the preferred active directory.
• Access restriction testing frequency: At least every 6 months
• Management access authentication:
  • Identity federation with existing provider (for example Google Apps)
  • 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: 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: 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: BSI
• ISO/IEC 27001 accreditation date: 28/04/2022
• What the ISO/IEC 27001 doesn’t cover: Our ISO/IEC 27001 certification relates to the information security management system and not the products or services of the certified organisation.
• ISO 28000:2007 certification: No
• CSA STAR certification: No
• PCI certification: Yes
• Who accredited the PCI DSS certification: Gemserv Ltd
• PCI DSS accreditation date: 22/09/2021
• What the PCI DSS doesn’t cover: As per section 2a of the PCI-DSS certificate, there are no areas that were marked as ‘Not Included’. We therefore confirm we are compliant across all relevant requirements for our services as a Hosting Provider, Managed Services and Payment Processing.
• 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: Clue has over 40 policies and procedures related to ISO27001 all connected to the Information Security policy. As part of employee onboarding, a selection of these policies are signed for individually by the employee and the rest are read during the induction process. All policies have a section confirming adherence for all employees that links to our disciplinary procedure. Further details can be found at trust.cluesoftware.com

Operational security

• Configuration and change management standard: Supplier-defined controls
• Configuration and change management approach: Clue have a change management procedure for changes made to Clues service e.g. development of the product. Clue will then work to a customers change process when it comes to upgrading/patching the service in the cloud.
• Vulnerability management type: Supplier-defined controls
• Vulnerability management approach: Clue have penetration tests at least annually. Clue has a vulnerability management procedure that can be made available on request.
• Protective monitoring type: Supplier-defined controls
• Protective monitoring approach: Logs from Azure and the WAF can be fed into a SIEM and 24/7 SOC
• 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: Clue has a strict incident process in line with our commitments to ISO 27001. When an incident is identified Clue will appoint an incident manager and pull together a team to investigate and mitigate. Further details can be provided on request.

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: Yes
• Connected networks: Public Services Network (PSN)

Social Value

• Social Value:

  Social Value

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

  Fighting climate change

  Computacenter ensures that our business practices deliver effective stewardship of the environment in line with the Social Value Model. Computacenter's science-based emissions reductions targets are approved with the SBTi. Our Net Zero Journey Group Emissions is now just 16% of 2015 levels as outlined in our carbon reduction plan to achieve ‘Net Zero’ carbon emissions by 2040.; ; Business travel is necessary, both for our customer requirements and for our staff. We have materially reduced business travel, ensuring all business trips are necessary, helping reduce carbon emissions. We are investing in technology to allow greater use of existing communication platforms as part of our ‘hybrid working’ strategy. One of the key benefits we believe this will help us realise is reducing emissions from business travel by 35 per cent by 2025 (compared to 2019). For G-Cloud services this means that we will drive the use of virtual, technology-enabled meetings as much as possible for all internal and external sessions, including those with our wider supply chain.; ; Further to this we can provide customer advisory services which include guidance and recommendations on how to improve their sustainability performance to help inform customer decision making whilst achieving the desired commercial and technical outcomes through the services being provided.; ; Computacenter has introduced incentives to encourage the replacement of the existing Fleet with Ultra Low Emission Vehicles. We have 44 electric charging points across 2 of our locations to encourage the adoption of electric and hybrid vehicles, either through our company car scheme or privately. For this framework specifically, this means that our consultants, project managers and engineering resource will have access to a ULEV vehicle via our company car scheme and the ability to charge a vehicle at Computacenter office locations.

  Covid-19 recovery

  Throughout the pandemic we have closely followed and implemented government guidance relating to the workplace and COVID-19. We created a COVID-19 risk assessment to enable us to understand the improvements that need to be made to our workplace conditions in line with the Government COVID-19 secure workplace guidelines and the business advice that is now current. It looks at the risks of COVID-19 in the workplace, such as hygiene, & cleaning and then states what we must put in place to mitigate these risks.; ; As we enter the recovery phase of the pandemic, we have introduced hybrid working for our employees. This will allow most employees including those delivering G-Cloud services increased flexibility in how and where they work ensuring that we still deliver the best service to our customers whilst looking after our people.; ; Our COVID-19 steering committee is there to identify activities that will improve workplace conditions then plan, build and regularly monitor various programmes focused on supporting the COVID-19 recovery effort. At these meetings, chaired by our Chief People Officer (‘CPO’) Sarah Long, our CIO John Gibbs and Services operations, the steering committee discuss changes that need to be implemented, identify areas of improvement, and review our roadmap of new activities.; Throughout the life of the contract, we will use our existing activities (as well as those that are in development in due course) to continue to improve workplace conditions in support of the COVID-19 recovery effort.; ; Questions relating to travel were included in the COVID-19 surveys that were issued through the pandemic. The assessment highlighted concerns people had about public transport. To help all employees; managers were coached and given guidance about being flexible with start/finish times. We continue to adapt our approach based on feedback received through the steering committee and employee surveys.

  Tackling economic inequality

  As a diverse and inclusive organisation with a strong focus on equality and driving in-work progression, our approach to recruitment and employment is aligned to recognised industry best practices such as the 5 principles of quality work as set out in the Good Work Plan.; ; Our Employee Impact Groups for disadvantaged or minority groups provide representation, support, and community engagement, feeding into our People Panel ensuring all voices are heard, underpinning our wider ambition of building a sustainable business for the long term.; ; We put specific measures in place to provide opportunities to under-represented groups or those who face barriers to employment, including comprehensive outreach programmes for schools and universities, as well as partnerships with non-profit organisations within our communities. We continue focus on reaching harder to reach groups and people who are underrepresented in our sector by working with charities and schools in the local community to offer career talks and work experience opportunities. Our school outreach programme has over 130 volunteers dedicating over 2,600 hours running activities for employability and life skills in schools, colleges, and universities.; ; Computacenter is one of the 9 founding members of ‘Technology Community for Racial Equality’ (‘TC4RE’), a group set up to drive racial equality throughout the technology industry, with which we are delivering a half-day virtual event on ‘Enabling Ethnic Diversity’ featuring a series of expert keynotes, live panel discussions and interactive workshops with representation from across the UK technology community.; ; Furthermore, Computacenter are a silver level partner in the Armed Forces Covenant and has introduced a programme that provides the opportunity to attain a degree and ServiceNow certification whilst receiving full salary for armed forces leavers. This programme is the first of many programmes we intend on running to help ex-forces personal transition back into the workplace and the IT industry.

  Equal opportunity

  Computacenter is committed to providing equal opportunities to all through fair recruitment practices and employment conditions across our organisation.; We are a Disability Confident ‘Committed’ employer, committed to making lasting changes to our business creating a diverse talent pool. We work with partners through our community outreach, who are specialists in disability. An example is our work with Knightsfield School in Welwyn Garden City, a specialist school for deaf children. We run at least 3 ‘get work ready’ events with them, as well as offer up to 4 work experience opportunities and onsite visits every year.; ; For this contract, we will use existing initiatives (as well as others that are in development) to provide career opportunities for individuals from under-represented groups to address requirements for specific skills or roles with a focus on increasing skillsets through the life of the contract. This will include apprenticeships aligned to security and cloud/infrastructure departments, as well as industrial placements and graduate schemes for our ServiceNow Centre of Excellence, with specific focus on delivering cloud-based services to our customers.; ; Our workforce for services delivered under this framework will have access to existing initiatives aimed at supporting in-work progression and development for those from disadvantaged/minority groups. For example, our gender diversity initiatives include our Growing Together programme, which over 150 women have been through so far, of which over one-third have been promoted or taken a new role within a year following the mentoring and coaching provided.; ; We are also committed to driving racial equality across our business and the wider technology industry. We are a founding member of ‘Technology Community for Racial Equality’ which recently delivered a half-day virtual event on ‘Enabling Ethnic Diversity’ featuring a series of expert keynotes, live panel discussions and interactive workshops with representation from across the UK technology community.

  Wellbeing

  We understand how important employee Wellbeing is for a sustainable business model, therefore we are committed to creating a sustainable supply chain. Ensuring the wellbeing of our employees are looked after will positively affect productivity, recruitment, and retention rates.; ; In November 2021, a designated UK wellbeing manager was appointed and has since launched our wellbeing strategy, which aligns with the Social Value Model and the 6 standards of the Mental Health at Work Commitment, signed in July 2021. We are actively implementing the enhanced mental health standards as recommended through the ‘Thriving at Work’ review, and NICE mental health at work guidelines, as part of our Wellbeing strategy. The strategy encompasses four pillars of wellbeing, mental, physical, financial, and social. We are a Menopause friendly organisation and have created a support network for those in need.; ; We have 109 Mental Health First Aid (MHFA) accredited staff in the UK, trained by Mind, who act as Wellbeing Champions providing mental health first aid support and promoting our wellbeing services which those delivering G-Cloud service provisions will have access to. These champions are from every business area and from different seniority. We hold events throughout the year organised by our UK wellbeing manager and Champions, which have included celebrating World Mental Health days, Menopause awareness, financial wellbeing webinars and sponsored events to raise money for our mental health charity partners.; ; 2021 also saw the launch of our new groupwide app-based programme ‘Be Well’ which gives our people access to over 3,000 fitness, nutrition, health and wellbeing courses through Humanoo. Through this app we have launched an extremely popular groupwide step challenge and has encouraged our people to be more active, with over 35% of our workforce now using the app and covering over 1.8bn steps so far.

Pricing

• Price: £177 a user
• Discount for educational organisations: No
• Free trial available: No

Service documents

• Pricing document

  PDF

• Skills Framework for the Information Age rate card

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