Deloitte LLP

KIT: Keytree In-store Technology Clienteling & Assisted Selling Application

Keytree-Deloitte's service bridges the experience gap between digital and physical stores by empowering store associates with a mobile application which surfaces all relevant customer and product data needed to provide a meaningful customer experience and drive sales through up-selling and cross-selling.

Features

• Clienteling: All customer and product insight is easily accessible
• Assisted Selling: Search for stock availability across multiple stores
• Store Operations: State of the art, multichannel communication hub
• Performance Analytics: All employee performance information easily accessible and demonstrable

Benefits

• Increased sales revenue
• Improved customer relations and satisfaction
• Improved brand satisfaction and recognition
• Improved company efficiency
• Improved employee efficiency
• Improved employee satisfaction

£11 a user a month

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 publicsectorbidteam@deloitte.co.uk. Tell them what format you need. It will help if you say what assistive technology you use.

Framework

G-Cloud 13

Service ID

197997197910284

Contact

Donna Farrell
0207 303 0913
publicsectorbidteam@deloitte.co.uk

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: SAP cloud Platform
• Cloud deployment model:
  • Public cloud
  • Private cloud
  • Hybrid cloud
• Service constraints: Keytree-Deloitte does not usually deliver end-user training but rather supports the customer, or its selected training provider, in delivering the training via a train-the-trainer approach.
• System requirements:
  • IOS or Android Tablets/smart phones
  • CRM
  • CMS
  • Marketing System (Optional)
  • Inventory

User support

• Email or online ticketing support: Email or online ticketing
• Support response times: The Keytree Global Service desk receives tickets via a dedicated service portal. The Service Desk & Delivery Support staff are ITIL v3 Foundation qualified. We respond to tickets within the published SLAs which are: Priority 1 - 1 working hour Priority 2 - 4 working hours Priority 3 - 8 working hours.
• User can manage status and priority of support tickets: Yes
• Online ticketing support accessibility: WCAG 2.1 A
• Phone support: Yes
• Phone support availability: 24 hours, 7 days a week
• Web chat support: Yes, at an extra cost
• Web chat support availability: 24 hours, 7 days a week
• Web chat support accessibility standard: WCAG 2.1 A
• Web chat accessibility testing: Accessibility testing would be performed aligned to clients ‘paid’ requirements and to a minimum of http://www.w3.org/TR/2008/REC-WCAG20-20081211 AA currently supported the current release of our ITSM. toolset.
• Onsite support: Yes, at extra cost
• Support levels: Case by case basis - we can provide 24 hour, 7 days a week.
• Support available to third parties: Yes

Onboarding and offboarding

• Getting started: An external wiki page includes full and comprehensive instruction manual.
• Service documentation: Yes
• Documentation formats: HTML
• End-of-contract data extraction: There is no data extraction. KIT surfaces; data but does not master any data.
• End-of-contract process: KIT is uninstalled from all relevant devices.

Using the service

• Web browser interface: No
• 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: Screens are adaptable for desktop and mobile use.
• Service interface: No
• User support accessibility: None or don’t know
• API: No
• Customisation available: Yes
• Description of customisation: Config management tool allows full customisation to satisfy each individual organisation's particular requirements. E.g. Branding, Localisation and Form fields.

Scaling

• Independence of resources: Built on serverless technology. Based on that each request spawns the service and effectively scales on demand.

Analytics

• Service usage metrics: Yes
• Metrics types: KIT is integrated with Firebase and Flurry analytic tools.
• Reporting types: API access

Resellers

• Supplier type: Not a reseller

Staff security

• Staff security clearance: Other security clearance
• 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: Managed by a third party
• Penetration testing frequency: At least every 6 months
• Penetration testing approach: Another external penetration testing organisation
• Protecting data at rest: Physical access control, complying with CSA CCM v3.0
• 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: KIT surfaces data from existing landscapes.
• Data export formats: Other
• Data import formats: 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: KIT will provide 99.5% availability in any subscription month. A subscription month will be considered to be a calendar month during which the client has had a full site subscription for the entirety of the month.
• Approach to resilience: The solution is architected using all of the availability features provided by the cloud platform for the highest resilience and availability. For all the underlying app, database, and serverless technologies, availability is assured using the multiple availability zones, hence in the event of a failure, the service would not be affected Persisted data is backed up in a secure format and replicated to multiple locations.
• Outage reporting: Via a Keytree "Help Desk"

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: Username or password with 2 factor authentication for Super Admins.
• 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: No audit information available
• Access to supplier activity audit information: No audit information available
• How long system logs are stored for: Less than 1 month

Standards and certifications

• ISO/IEC 27001 certification: Yes
• Who accredited the ISO/IEC 27001: BSI Assurance UK Limited
• ISO/IEC 27001 accreditation date: 01/04/2022
• What the ISO/IEC 27001 doesn’t cover: The scope of the Information Security Management System is limited to the scope of Deloitte LLP and its subsidiaries in the UK, Gibraltar, Switzerland and Liechtenstein.
• 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
  • Other
• Other security governance standards: Cyber Essentials; Cyber Essentials Plus
• Information security policies and processes: KIT follows ISO 27001-2013, which outlines our processes and is used to continuously improve our internal policies and processes. We have a strong IT Governance process driven from the CTO through technical architects into all projects and products.

Operational security

• Configuration and change management standard: Conforms to a recognised standard, for example CSA CCM v3.0 or SSAE-16 / ISAE 3402
• Configuration and change management approach: KIT makes regular updates and changes to the service, all of which go through in depth testing to ensure that there is no regression on the service. The components of the service are tracked through release notes and guides for users.
• Vulnerability management type: Conforms to a recognised standard, for example CSA CCM v3.0 or SSAE-16 / ISAE 3402
• Vulnerability management approach: KIT carries out regular penetration tests that cover all the features and functions available, but generally cover all elements ranging from scanning for open ports, cross scripting vulnerabilities through to post flood attacks, cookie data and server/service/app configuration. Any threats are prioritised in order on critical, high, medium and low. The top 3 levels will be resolved as a high priority with the low priorities being scheduled in for routine maintenance.
• Protective monitoring type: Conforms to a recognised standard, for example CSA CCM v3.0 or SSAE-16 / ISAE 3402
• Protective monitoring approach: KIT will use tooling to monitor the system activity and network traffic of the underlying services for suspicious activity. This type of activity is raised with priority via our 24/7 service desk for immediate analysis and remedy by our qualified support staff.
• 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: KIT allow organisations to provide P2, P3, & P4 incidents via our support desk. For P1 incidents, KIT has a 24/7 phone number available to call for full system outages. If a P1 incident occurs then when the issue is fixed and the service is restored, KIT will update all customer administrators of the times the service was lost and restored and the reason behind it. For any planned outages, the relevant communications will be carried out.

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:

  Fighting climate change

  We are committed to integrating the ‘Fighting Climate Change’ theme within the UK Government’s Social Value Model into engagements through our methodologies, how we run projects, how we work in partnership with others and how we think about the future direction of our organisation. Specific action we could take to support a client would depend on the scale and scope of the engagement, and the Social Value Model Award Criteria (MACs) deemed relevant to the contract. We have infrastructure in place to deliver against all five themes. We have dedicated Responsible Business, WorldClimate and Social Value Teams to help build and sustain our policies and partnerships, and social value propositions for our clients. ; ; Our WorldClimate Strategy drives responsible climate/sustainability choices within our business and beyond. Our strategy focuses on four objectives where we can make the biggest impact: Achieving Net Zero by 2030, well ahead of the 2050 timeframe set by the Paris Agreement and underpinned by a carbon reduction target validated by the Science Based Targets initiative (SBTi); Operating Green by designating a senior leader to be responsible for climate in each geography, prioritising discussion of climate change on executive agendas, and embedding climate-smart considerations into decisions on office operations, real estate, and investments; Empowering Individuals by engaging and educating our employees on climate change impacts - decisions about what they consume, use, and buy; and Engaging ecosystems by collaborating with our clients, alliance partners, NGOs, industry groups, suppliers, and others to address climate change at a systems and operations level.; Our staff are empowered to undertake volunteering activities (3.5 hours per month) with our climate-related charity partners as social value commitments aligned to both a client’s values and the community impacted by an engagement.
• Covid-19 recovery:

  Covid-19 recovery

  We are committed to integrating the five social value themes within the UK Government’s Social Value Model into engagements through our methodologies, how we run projects, how we work in partnership with others and how we think about the future direction of our organisation. Specific action we would take to support a client with this theme would depend on the scale and scope of the engagement, and the Social Value Model Award Criteria (MACs) deemed relevant to the contract. We have infrastructure in place to deliver against all five themes. We have dedicated Responsible Business and Social Value Teams to help build and sustain our policies and partnerships, and social value propositions for our clients. ; 5 Million Futures (5MF), our social impact strategy, aims to help five million people get to where they want to be through access to education and employment. The objective of the strategy is to address economic inequality by overcoming barriers to education and employment, empowering individuals with the skills needed to succeed in today’s economy. Focused on inclusion and equal opportunity, and aligned to the UN’s Sustainable Development Goals, 5MF is part of Deloitte’s Global WorldClass commitment to empower 50 million people by 2030. The Strategy focuses the firm's resources and efforts on addressing inequality, helping people/communities to develop job skills and recover from the impact of the Covid-19 pandemic, improve educational outcomes and access opportunities to succeed in this rapidly changing economy. Our strategy also promotes wellbeing. Connecting with over 70 schools, charities, and social enterprises across the UK, 5MF supports a broad range of societal partners, providing pro bono, volunteering and fundraising. Our staff are empowered to undertake volunteering activities (3.5 hours per month) with these partners as social value commitments aligned to a client’s values and the community impacted by an engagement.
• Tackling economic inequality:

  Tackling economic inequality

  We are committed to integrating the five social value themes within the UK Government’s Social Value Model into engagements through our methodologies, how we run projects, how we work in partnership with others and how we think about the future direction of our organisation. Specific action we would take to support a client with this theme would depend on the scale and scope of the engagement, and the Social Value Model Award Criteria (MACs) deemed relevant to the contract. We have infrastructure in place to deliver against all five themes. We have dedicated Responsible Business and Social Value Teams to help build and sustain our policies and partnerships, and social value propositions for our clients. ; 5 Million Futures (5MF), our social impact strategy, aims to help five million people get to where they want to be through access to education and employment. The objective of the strategy is to address economic inequality by overcoming barriers to education and employment, empowering individuals with the skills needed to succeed in today’s economy. Focused on inclusion and equal opportunity, and aligned to the UN’s Sustainable Development Goals, 5MF is part of Deloitte’s Global WorldClass commitment to empower 50 million people by 2030. The Strategy focuses the firm's resources and efforts on addressing inequality, helping people/communities to develop job skills and recover from the impact of the Covid-19 pandemic, improve educational outcomes and access opportunities to succeed in this rapidly changing economy. Our strategy also promotes wellbeing. Connecting with over 70 schools, charities, and social enterprises across the UK, 5MF supports a broad range of societal partners, providing pro bono, volunteering and fundraising. Our staff are empowered to undertake volunteering activities (3.5 hours per month) with these partners as social value commitments aligned to a client’s values and the community impacted by an engagement.
• Equal opportunity:

  Equal opportunity

  We are committed to integrating the five social value themes within the UK Government’s Social Value Model into engagements through our methodologies, how we run projects, how we work in partnership with others and how we think about the future direction of our organisation. Specific action we would take to support a client with this theme would depend on the scale and scope of the engagement, and the Social Value Model Award Criteria (MACs) deemed relevant to the contract. We have infrastructure in place to deliver against all five themes. We have dedicated Responsible Business and Social Value Teams to help build and sustain our policies and partnerships, and social value propositions for our clients. ; 5 Million Futures (5MF), our social impact strategy, aims to help five million people get to where they want to be through access to education and employment. The objective of the strategy is to address economic inequality by overcoming barriers to education and employment, empowering individuals with the skills needed to succeed in today’s economy. Focused on inclusion and equal opportunity, and aligned to the UN’s Sustainable Development Goals, 5MF is part of Deloitte’s Global WorldClass commitment to empower 50 million people by 2030. The Strategy focuses the firm's resources and efforts on addressing inequality, helping people/communities to develop job skills and recover from the impact of the Covid-19 pandemic, improve educational outcomes and access opportunities to succeed in this rapidly changing economy. Our strategy also promotes wellbeing. Connecting with over 70 schools, charities, and social enterprises across the UK, 5MF supports a broad range of societal partners, providing pro bono, volunteering and fundraising. Our staff are empowered to undertake volunteering activities (3.5 hours per month) with these partners as social value commitments aligned to a client’s values and the community impacted by an engagement.
• Wellbeing:

  Wellbeing

  We are committed to integrating the five social value themes within the UK Government’s Social Value Model into engagements through our methodologies, how we run projects, how we work in partnership with others and how we think about the future direction of our organisation. Specific action we would take to support a client with this theme would depend on the scale and scope of the engagement, and the Social Value Model Award Criteria (MACs) deemed relevant to the contract. We have infrastructure in place to deliver against all five themes. We have dedicated Responsible Business and Social Value Teams to help build and sustain our policies and partnerships, and social value propositions for our clients. ; 5 Million Futures (5MF), our social impact strategy, aims to help five million people get to where they want to be through access to education and employment. The objective of the strategy is to address economic inequality by overcoming barriers to education and employment, empowering individuals with the skills needed to succeed in today’s economy. Focused on inclusion and equal opportunity, and aligned to the UN’s Sustainable Development Goals, 5MF is part of Deloitte’s Global WorldClass commitment to empower 50 million people by 2030. The Strategy focuses the firm's resources and efforts on addressing inequality, helping people/communities to develop job skills and recover from the impact of the Covid-19 pandemic, improve educational outcomes and access opportunities to succeed in this rapidly changing economy. Our strategy also promotes wellbeing. Connecting with over 70 schools, charities, and social enterprises across the UK, 5MF supports a broad range of societal partners, providing pro bono, volunteering and fundraising. Our staff are empowered to undertake volunteering activities (3.5 hours per month) with these partners as social value commitments aligned to a client’s values and the community impacted by an engagement.

Pricing

• Price: £11 a user a month
• Discount for educational organisations: No
• 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 publicsectorbidteam@deloitte.co.uk. Tell them what format you need. It will help if you say what assistive technology you use.