Digital Space Cloud Services Limited

Digital Space Amazon Connect Reporting

For existing users of Amazon Connect we are able to provide our reporting solution. We consolidate data streams within a database which is used as a data source for a AWS QuickSight analytics package.
Reports produced are often bespoke to you.

Features

  • Scaleable reliable & secure AWS Cloud solution
  • Integrates data in one place
  • Allows use of QuickSight Analytics system
  • Reports Customised to your needs

Benefits

  • Graphical content can be used in final
  • SaaS solution requires no Infrastructure
  • Fast system not constrained by infrastructure
  • Pay per use pricing
  • Possible to integrate data from sources other than Amazon Connect

Pricing

£2.50 a user a month

Service documents

Request an accessible format
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Framework

G-Cloud 13

Service ID

2 1 5 9 6 7 0 9 1 3 3 6 0 8 6

Contact

Digital Space Cloud Services Limited Gary Beddow
Telephone: 0333 220 0222
Email: frameworks@digitalspace.co.uk

Service scope

Software add-on or extension
No
Cloud deployment model
Public cloud
Service constraints
Needs to be taken in addition to our Standard Support package.
System requirements
  • Digital Space software, accessed via computer with an internet connection
  • Requires Amazon Connect to be in place or planned usage

User support

Email or online ticketing support
Email or online ticketing
Support response times
Initial response is based on the priority of the request:
Critical: 10 minutes
High: 30 minutes
Medium: 30 minutes
Low: 1 day
Working hours in each case.
Further details on response and resolution times are provided in the Service Definition for our Digital Space AWS Managed Support Service
User can manage status and priority of support tickets
Yes
Online ticketing support accessibility
None or don’t know
Phone support
Yes
Phone support availability
9 to 5 (UK time), Monday to Friday
Web chat support
No
Onsite support
Yes, at extra cost
Support levels
Second and third line support is included in the price of the proposal. Telephone Support, Email/Ticket Support (24/7 web-based support call logging), Remote Access Support and On-site Support. Standard support includes: Perpetual bug-fixes, Software updates to support all legislative changes.
Support available to third parties
Yes

Onboarding and offboarding

Getting started
Digital Space has a defined on-boarding process where we work with customers define the questions they would like the system to answer, how the customer may ask for the information and the approved response to be spoken. We work through this process using a tested information capture mechanism.
Service documentation
Yes
Documentation formats
  • ODF
  • PDF
End-of-contract data extraction
Data can be extracted for the customer upon request to Digital Space . All data will be delivered in it's raw format via electronic means. Upon completion of the contract retained data will be charged for at our standard rates.
End-of-contract process
Upon receiving notification of termination of contract your account will be closed and all service provision will cease. Your Digital Space data will be available for 30 days from the date of termination and can be exported from the Digital Space system in standard CSV files by the customer using standard data management tools. The data can be securely downloaded and, if necessary, Digital Space can perform intermediary services to extract the data in a specific CSV format at an additional cost (which will vary according to the volume and complexity of the data itself).

Using the service

Web browser interface
Yes
Supported browsers
  • Firefox
  • Chrome
Application to install
No
Designed for use on mobile devices
No
Service interface
Yes
User support accessibility
None or don’t know
Description of service interface
The service allows customers to interact with public sector organisations using their voice. In the event they are having problems using the service they will be transferred to a call centre agent in the normal way.
Accessibility standards
WCAG 2.1 AA or EN 301 549
Accessibility testing
None
API
No
Customisation available
Yes
Description of customisation
The Digital Space solution is customisable to the needs of the customer, ensuring it answers the questions most asked by customers. This customisation is performed by Digital Space after agreement and approval from the customer.

Scaling

Independence of resources
Customer environments are logically segregated to prevent users and customers from accessing resources not assigned to them. We work closely with AWS and monitor continuously to ensure that all customers receive the resources required for their service to run without impediment from others.

Analytics

Service usage metrics
Yes
Metrics types
Metrics are provided as to how the system is operating over time.
Reporting types
Regular reports

Resellers

Supplier type
Reseller providing extra features and support
Organisation whose services are being resold
Amazon Web Services (AWS)

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
No
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
Another external penetration testing organisation
Protecting data at rest
  • Encryption of all physical media
  • Other
Other data at rest protection approach
We use encryption with keys located and secured within the UK to ensure that data can only be accessed by users within the customer's account which Digital Space are in full control.
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
User can export their data via a support desk request ticket.
Data export formats
  • CSV
  • Other
Other data export formats
JSON
Data import formats
CSV

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
AWS will use commercially reasonable efforts to make Amazon Connect available with a Monthly Uptime Percentage of at least 99.99% (the “Service Commitment”). In the event Amazon Connect does not meet the Service Commitment, customers will be eligible to receive a Service Credit as described below: https://aws.amazon.com/connect/sla/
Approach to resilience
This service is built using AWS best practices and distributes the workload across three physically separate data centres in the London region. This means that the service would still run, even if a whole data centre were to be lost. We can provide further disaster recovery capability if required
Outage reporting
The service is monitored by ourselves and any outage reported directly to a point of contact within the users organisation

Identity and authentication

User authentication needed
No
Access restrictions in management interfaces and support channels
Roles may be defined against individual users allowing them access to functions and data held within the platform. The user’s profile will restrict access to data which is provided as part of a report removing any backdoor access to restricted data.
Access restriction testing frequency
At least once a year
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
At least 12 months
Access to supplier activity audit information
Users have access to real-time 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
19/10/2015
What the ISO/IEC 27001 doesn’t cover
N/A
ISO 28000:2007 certification
No
CSA STAR certification
Yes
CSA STAR accreditation date
14/03/2017
CSA STAR certification level
Level 1: CSA STAR Self-Assessment
What the CSA STAR doesn’t cover
N/A
PCI certification
No
Cyber essentials
Yes
Cyber essentials plus
No
Other security certifications
Yes
Any other security certifications
ISO27017 Cloud security

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
Digital Space hold ISO 9001: Quality Management Standard.
Information security policies and processes
Digital Space are ISO27001 accredited and have internal processes that adhere. Digital Space implement an ITILv3 approach to support delivery that integrates with our security processes. Salesforce's Information Security Management System and information security policies are based on ISO27002 best practices and ISO27001 certified. Salesforce maintain details of security processes at https://trust.salesforce.com/en/security/

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
Digital Space will maintain a change log of environmental controls and operate releases through our release manager.
Vulnerability management type
Conforms to a recognised standard, for example CSA CCM v3.0 or SSAE-16 / ISAE 3402
Vulnerability management approach
Multiple tiers of vulnerability management. The Product Security team ensures the security of the system, consults with R&D teams and partners, and protects customer data. Cloud Security experts specialise in security research and innovative tool development. A ‘Rapid response’ team reacts to emerging threats as the last line of defence.
Protective monitoring type
Conforms to a recognised standard, for example CSA CCM v3.0 or SSAE-16 / ISAE 3402
Protective monitoring approach
Records all login attempts: originating IP address, time and success/fail against each user account. Information can be extracted for analysis against organisational policies. Configurable settings: enforce logins from an approved IP range and/or at certain times of day, maximum session length and automatic account locking after x failed login attempts.
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
Standard incident management ensures that all recorded incidents are triaged and routed to the appropriate resolver groups and, where necessary, escalated. In specific cases it may be necessary to escalate incidents directly to the provider. We have a standard hand off process to ensure that end-to-end communication is maintained.

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 monitor and publish our carbon emissions annually and have committed, via the Science Based Targets Initiative, to reduce them by 42% by 2030 against 2020 levels. We hold ISO14001 and have a Corporate Social Responsibility group that meets monthly to design and deliver improvement projects including improvements to the energy efficiency of our data centres. We use virtualisation technologies to improve consolidation of workloads and utilisation in our data centres and then use a combination of building management systems, free-air cooling, cold aisle containment and battery storage to maintain high Power Usage Effectiveness (PUE).

We enable our customers to reduce their emissions through use of our private and public Cloud services which are typically 80% more energy and carbon efficient than on-premises systems. Our SD-WAN services enable re-use of networking hardware and we provide recycling and re-use of laptops through our partners.

We gained a bronze award in 2022 from EcoVadis for being in the top 50% of the companies for whom they track Corporate Social Responsibility.
Tackling economic inequality

Tackling economic inequality

Digital Space is tackling economic inequality primarily by recruiting Apprentices. Digital Space has a programme in place to source local apprenticeship talent for several of our first line roles. These apprentices are then developed into the business. Key areas of focus for the scheme are our Network Operation Centre and Helpdesk 1st lines, Customer Services and Sales. We will also look to take Product Managers, HR and Administration/Finance apprentices on an ad hoc basis. Our apprenticeship programme works with local schools but also partners with specialised external companies to ensure we get the right talent for the future talent pool of our business.

More generally, Digital Space creates employment for approximately 200 positions in the company head office and warehousing facilities in Newark, with the remaining 150 roles located across all regions of the United Kingdom.
We support home and flexible working, offer salary sacrifice for childcare vouchers, and all staff have the opportunity to opt into private health and dental care schemes. In addition, an Employee Assistance Programme is provided free of charge.
Each year, the team at Digital Space chooses a charity to support and raise money for through numerous fundraising activities and initiatives.
Equal opportunity

Equal opportunity

Digital Space addresses equal opportunity by ensuring that everyone is treated with dignity and respect at work. We enforce and regularly review a number of HR policies, ensuring that all employees are treated as individuals, fairly and without bias, including through recruitment, training, promotion and career development and our values or “ways of working” reflect that.
The company aims to create a workplace where employees are confident of fair treatment, have access to opportunities and where the company has a mechanism for solving any problems that occur.

Digital Space supports the Equality Act 2010, where “equal opportunities” upholds the idea that all employees should be entitled to and have access to all of Digital Space’s facilities at every stage of employment, including the pre-employment phase.
That means every employee at Digital Space should have:
• An equal chance to apply and be selected for posts pre-employment
• An equal chance to be trained, developed, and promoted whilst employed with the company
• An equal chance to have their employment terminated equally and fairly
Employees have the right to:
• Fair practices and behaviour in the workplace
• Fair allocations of workload
• A workplace that is free from unlawful discrimination, harassment or bullying
• Merit based selection process for recruitment and promotion
• Fair processes to deal with work-related complaints and grievances

We have completed the government's Modern Slavery Assessment Tool and are working to educate our staff so that they are more aware of potential issues.
Wellbeing

Wellbeing

Digital Space provides a number of facilities for its staff to encourage a healthy work environment. Employees at Digital Space benefit from discounted physiotherapy sessions, the bike to work Government scheme and a range of discounts on products and services, including gym membership. The company offers a free corporate healthcare cash plan – Medicare benefits include cashback on prescriptions, consultations, diagnostic tests, scans, and complementary/alternative therapies. This also includes a 24/7 health and stress-related helpline service in order to assist with better mental health.

The company's objectives are to promote the health and wellbeing of all colleagues and to provide a safe working environment. This is evident in the investment made in the Newark office refurbishment, creating an agile workspace including several standing workstations to help prevent health conditions arising from prolonged sitting, along with new ergonomically designed chairs with body balance mechanisms.

We encourage and invest in our staff's ongoing career development, recommending and supporting training and further education across all teams and disciplines. We also work to encourage information sharing including regular 'all hands' meetings, weekly video presentations and the OfficeVibe survey tool which asks all employees to answer a number of questions about how they feel they're being treated and how this could be improved on a weekly basis.

Pricing

Price
£2.50 a user a month
Discount for educational organisations
No
Free trial available
No

Service documents

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