Infosys Limited

AssistEdge RPA on Cloud

AssistEdge on Cloud (Managed Automation) offers a readily available Robotic Process Automation (RPA) platform on cloud, powered by AssistEdge™, for clients to build Robots (referred as BOTs) and automate their business and operational processes. It reduces the cost, complexity and time involved in setting up and maintaining an RPA platform.

Features

• Agile, Secure & Simple RPA-as-a-service
• Turnkey approach to end to end comprehensive RPA deployment
• Easy RPA adoption enables rapid process automation deployment
• Ability to elastically scale based on business demand
• Provides progressive automation features through continuous product upgrades
• Out of the box intelligent automation capabilities
• Automation Design Studio to design and test process automations
• Control Tower to monitor bot performance in real-time
• Automation of Web, Excel, Thickclient, Windows, Mainframe, ERP applications
• Process recorder to automate processes through record and play capability

Benefits

• Up to 5x improved productivity
• Reduced operational costs
• Low infrastructure requirements
• SLA reduction
• Quicker time to market
• Elimination of human error in processes
• ROI in <6 months
• Easy to scale across departments and geographies
• Flexible commercial model

£1,000 a unit

• Free trial available

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

Framework

G-Cloud 14

Service ID

219054863086848

Contact

Peter Gill
+44 7391393866
ukps@infosys.com

Service scope

• Software add-on or extension: No
• Cloud deployment model:
  • Public cloud
  • Private cloud
• Service constraints: None
• System requirements:
  • Microsoft .NET Framework 4.6+, IIS 7.5+, SSL certificate
  • SQL Server 2016 or above or Oracle 12c or above
  • Microsoft Visual Studio Code
  • Microsoft .NET Framework 4.6+, MS Build 2015

User support

• Email or online ticketing support: Yes, at extra cost
• Support response times: The ticket response time depends on the SLA agreed as per the MSA signed between both the parties. Typically its on business days (8*5). Only high priority tasks are handled on weekends
• 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: Yes, at extra cost
• Support levels: We provide L2, L3 support which is post implementation support and L4 support which is product support.; The cost for the support levels is variable and depends on implementation scope, location of support, support coverage and timings, etc.; We provide both a technical account manager as well as support engineers for support.
• Support available to third parties: Yes

Onboarding and offboarding

• Getting started: Product documentation is available as a part of the complete product package. Also, we provide train-the-trainer sessions to help the business users understand how to use the product.
• Service documentation: Yes
• Documentation formats: PDF
• End-of-contract data extraction: User data is never stored inside the AssistEdge RPA solution
• End-of-contract process: The contract can encompass various aspects such as product license usage, implementation services, training, warranty and support. Depending on the requirements, clients can choose any or all of the above mentioned aspects. At the end of the contract, customers can choose to sign an extension or, all the aspects provided would cease.

Using the service

• Web browser interface: Yes
• Supported browsers:
  • Internet Explorer 11
  • Firefox
  • Chrome
• Application to install: No
• Designed for use on mobile devices: Yes
• Differences between the mobile and desktop service: The Control Tower module of the solution that is used to manage and monitor bot performance can be accessed on Apple iPad. The end to end orchestration of Control Tower from iPad is possible and there won't be any difference between mobile and desktop versions.
• Service interface: Yes
• User support accessibility: None or don’t know
• Description of service interface: Product services are partially compliant with WCAG 2.0 A and working towards making fully compliant with high level standards i.e. AA and AAA.; Testing of user interfaces with Assistive technology is not done.; Product service is accessible through web medium and it supports most of the accessibility related perspectives like text alternatives for images, Keyboard compatibility, color and good contrast, customizable text, clear layout and design, large links and buttons, etc. but doesn’t support voice recognition and text to speech conversion.
• Accessibility standards: None or don’t know
• Description of accessibility: Not applicable as the service is directly accessible through login credentials
• Accessibility testing: No testing completed
• API: No
• Customisation available: Yes
• Description of customisation: AssistEdge RPA is meant to build process through configuration. In case of applications that are non-compatible for OOB integration, custom codes can be written for integrating the uncompatible applications.

Scaling

• Independence of resources: Since the solution would be deployed on cloud, depending the load, the solution can be scaled according to the need. The infrastructure team is responsible for setup & monitoring of load. Hence, based on the demand, the team ensures that the service is accordingly scaled up or scaled down

Analytics

• Service usage metrics: Yes
• Metrics types: The product comes with OOB reporting and analytical capability through ELK (ElasticSearch Logstash Kibana) stack. There are OOB reports providing insights and information on the functioning of the Robots, Process, Robot Status, and Transactions processed success and failure reports, along with drilldown capability to go investigate the details of specific transactions. Audit trail of transactions processed by robots and detailed event logs are also available.
• Reporting types: Real-time dashboards

Resellers

• Supplier type: Not a reseller

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 once a year
• Penetration testing approach: Another external penetration testing organisation
• Protecting data at rest: Other
• Other data at rest protection approach: The product has been architecturally designed not to store any application or customer specific data. Only the login credentials for applications that are automted are stored, which is in encrypted format using AES and DP API algorithm. Data in transit is encrypted and communications happen over HTTPS.
• Data sanitisation process: No
• Equipment disposal approach: A third-party destruction service

Data importing and exporting

• Data export approach: Processes that are built using Automation Studio can be exported or imported. However, user data is not stored in AssistEdge solution.
• Data export formats: Other
• Other data export formats: Processes configured using Design Studio are exported as XML files
• Data import formats: Other
• Other data import formats: Processes to be configured are imported as XML files

Data-in-transit protection

• Data protection between buyer and supplier networks: TLS (version 1.2 or above)
• Data protection within supplier network: Other
• Other protection within supplier network: The product does not store any application or customer specific data. The user login credentials are stored in encrypted format using AES and DP API algorithm. Data in transit is encrypted and communications happen over HTTPS.

Availability and resilience

• Guaranteed availability: The cloud infra is provisioned in a High-Availability (HA) mode. This ensures that the solution is available 99% at all times
• Approach to resilience: Not relevant as the solution is deployed on private cloud
• Outage reporting: In case of outage, email notification would be sent to all concerned stakeholders

Identity and authentication

• User authentication needed: Yes
• User authentication:
  • 2-factor authentication
  • Username or password
• Access restrictions in management interfaces and support channels: AssistEdge RPA provides access management portal (Admin module) to restrict accesses based on organizational hierarchy configuration, roles-access assignments to users.
• Access restriction testing frequency: At least once a year
• Management access authentication:
  • 2-factor authentication
  • 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: User-defined
• Access to supplier activity audit information: Users have access to real-time audit information
• How long supplier audit data is stored for: User-defined
• How long system logs are stored for: User-defined

Standards and certifications

• ISO/IEC 27001 certification: Yes
• Who accredited the ISO/IEC 27001: BVCH SAS UK Branch
• ISO/IEC 27001 accreditation date: 2017
• What the ISO/IEC 27001 doesn’t cover: NA
• ISO 28000:2007 certification: No
• CSA STAR certification: No
• PCI certification: Yes
• Who accredited the PCI DSS certification: BVCH SAS
• PCI DSS accreditation date: 2017
• What the PCI DSS doesn’t cover: Yes, AssistEdge on Cloud offering is PCI DSS compliant
• Cyber essentials: Yes
• Cyber essentials plus: No
• Other security certifications: Yes
• Any other security certifications:
  • ISO27001
  • ISO22301

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: "Our Information Security Policy framework is aligned to ISO 27001:2013 Information Security Standard .Best practices encompassing the core domains as below:; 1. Security Governance ; 2. Security Management ; 3. Security Measurement and Improvement ; 4. Risk Management ; 5. Supplier Risk Management ; 6. Threat and Incident Management; 7. Technical Security Management; 8. Asset Management ; 9. People Management ; 10. System Access ; 11. Physical and Environmental Security ; 12. System Acquisition, Development and Maintenance ; 13. Operations Management ; 14. Networks and Communications"

Operational security

• Configuration and change management standard: Supplier-defined controls
• Configuration and change management approach: Changes in the scope of work such as additional requirements, changes to work in progress or for changes to deliverables demands a strong Change Management Governance. A Project Change Request will be generated when a proposed change affects the project plan, including but not limited to the following changes; • Functional Changes; • Technical Changes ; • Design Changes; • Schedule Changes; • Budget Changes; • Contract Changes; • Infrastructure Changes; Change Management Process : Customer Program Manager would play role of a Change Initiator and would inform the Contractor team about the change(s) planned and expected delivery schedule
• Vulnerability management type: Undisclosed
• Vulnerability management approach: For applications, a comprehensive vulnerability management approach is taken where the applications are assessed using SAST (Static Application Security Testing), DAST(Dynamic Application Security Testing) and manual methodologies. ; Penetration testing (PT) is conducted on sample internet facing infrastructure and applications by Information Security Group(ISG) as well as an independent external agency. Penetration Testing exercise is conducted every quarter on Corporate Critical Infrastructure & Applications on sampling basis. External agency is engaged every alternate quarters (once in 6 months) to perform the VA/PT, for remaining two quarters ISG performs the VA/PT
• Protective monitoring type: Undisclosed
• Protective monitoring approach: Cloud native monitoring tools, capable of monitoring availability of infrastructure, hosted application and services. ; It gives actionable insights to optimize application performance, manage resource utilization, and understand system-wide operational health. ; It enables to create re-usable graphs and visualize cloud resources and applications in a unified view. This gives system-wide visibility into operational health and the ability to quickly troubleshoot issues.; Alarms will be used proactively respond to critical conditions identified in data it collects. This could be sending a text or mail to an administrator responsible for investigating issue. Or you could launch an automated process that attempts to correct
• Incident management type: Undisclosed
• Incident management approach: Our incident management processes follow the ITIL framework, Yes, pre-defined processes are followed for the common events. The incident can be reported by raising a ticket. In case of critical incidents, users can phone the support team to infrom about the incidents. ; ; On successful resolution of the incident, the support team would provide a detailed report with a root-cause analysis, highlighting how the issue was fixed.

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

  Infosys’ balanced approach to environmental, social, and governance (ESG) enabled the company to become carbon neutral as of 2023. The same approach will be taken with GCloud14, with a strong emphasis on governance and transparency. ; Coupled with our strong governance approach and the environmentally sympathetic design of our delivery model, we can: ; • Achieve Net Zero by 2028, ; • Adopt UN Climate Neutral Now definition of Net Zero: “where a balance between anthropogenic greenhouse gas (GHG) emissions and removals is achieved” ; • Identify 100% of emissions, from design to implementation, prioritising the elimination of emissions ; • Offset emissions that cannot be eliminated ; • Offsets assured by an external environmental consultancy ; • Have our suppliers present an action plan to move from offset to elimination by 2029, setting course for a carbon negative future ; In compliance with PPN 06/21, Infosys publishes its Carbon Reduction Plan which is available at Crown Commercial Website as well as Infosys’ own website: https://www.infosys.com/about/corporate-responsibility/documents/carbon-reduction-plan.pdf ; For Call-Off Contracts, a baseline emissions level set prior to contract commencement will be created using data supplied by the incumbent supplier, Contracting Authority, and Environmental Contractor. This allows environmental performance to be measured against the previous approach. While the commitment to establishing carbon neutrality is set at 2028, granular targets depend upon consultation with the Contracting Authority, as reflected in the timeline. ; Supply chain emissions management will be in place prior to contract commencement through the Contracting Partners’ procurement methodology. The reporting design on emissions will be supplied to the Contracting Authority, with aggregated subcontractor emission provided within an integrated biannual report. A sustainability manager will be aligned to the initiative, who will, working with the client, develop a project plan during the first month identifying, each obligation, associated event/activity and required resources (people, venue, collateral, rollout).

  Covid-19 recovery

  Infosys will invest in the local communities and in partnership through this contract will help create opportunities to tackle economic inequality, increase supply chain resilience and capacity thereby helping support COVID-19 recovery. Infosys has announced it will create 1,000 new Digital Jobs in the UK to support post -Pandemic Growth (Infosys to Create 1,000 Digital Jobs in the UK to Fuel Post-Pandemic Growth): https://www.infosys.com/newsroom/press-releases/2021/create-digital-jobs-uk.html

  Tackling economic inequality

  Infosys’ plan for GCloud14 contracts include addressing economic and aspirational inequality, ensuring end-users can forge a meaningful career and follow curated, individualised development paths toward success.; Infosys creates opportunities for personal growth through training and career development. Increased online training opens a wide range of options to those looking to enhance their skills or grow into a new field, particularly among under-represented demographics where classroom learning is unsuitable. This democratisation of knowledge will revolutionise how people of all backgrounds develop their career. The data on uptake of such training can ensure all demographics are reached and, where proven to be less effective, steps can be taken to identify why.; Infosys has long recognised the importance of tackling inequality; it is essential to creating a workplace where professional growth faces as few barriers as possible. We are adamant that what barriers remain are determined only by aptitude and hard work – never by background or physical characteristics. ; This is evidenced by Infosys’ approach to Corporate Social Responsibility (CSR), with its global foundation investing £30 million last year on education in deprived communities, alongside its community-focussed Springboard learning platform and other philanthropic efforts. We have the commitment and expertise to deliver a transformation that has a meaningful impact on economic inequality. ; Working with Local Authorities, including Brent and Sandwell Borough Councils, Infosys has made over 220 vocational courses available to the public free of charge. Local Authorities have adopted the technology as their skills platform of choice and are driving citizens towards the tool.; This will result in high-quality training reaching those in need, doubling the reach of the Infosys Springboard deployment in the UK. Furthermore, it will ensure that the co-morbidities of poor educational and health outcomes linked to economic inequality are addressed through a single tool.

  Equal opportunity

  Infosys supports businesses to create their modern slavery policy, helping them to map their supply chain and create robust procedures. This methodology ensures a proactive, compliant approach to modern slavery whereby action planning is reviewed and renewed to adapt to the changing practices.; The UK proudly boasts the highest ranking on Global Slavery Index as the most active country in the world fighting the practice. This achievement is the perfect expression of the values at the core of Britain’s democratic traditions; its global leadership in this area is a source of pride for colleagues working on this engagement. ; ; We will contribute to this under-celebrated achievement by ensuring the Gcloud14 contracts result in net reduction of Modern Slavery. We will achieve this by keeping the practice out of our supply chain while taking targeted action to improve the lives of people most at risk of exploitation. We will build our approach with close reference to the UK Government guidance on modern slavery. ; ; To ensure a clear understanding of the risks of modern slavery and human trafficking across our organisations, we conduct training with relevant members of the supply chain on staffing benefits and appropriate anti-sexual harassment policies. In line with the policies that apply to our own staff, we require our human resource suppliers to provide training to their employees on their rights, wages policy, benefits, and grievance redressal forums; this is periodically and randomly audited. We have also circulated to our supply chain management employees a training module to improve awareness on modern slavery and human trafficking –a core responsibility of their role. ; The programme will be governed by the overall social value governance model under the Social Value Manager’s accountability, who will share a narrative report every six months with the contracting authority on supplier performance.

  Wellbeing

  At Infosys, employee’s health and wellbeing drives a culture of wellness. ; Through our efforts, our employee well-being rates reached an all-time high of 91% among employees across locations, even with the virtual setup. The sense of connectedness stands at 88% because of the ability of different teams to come together and collaborate with each other emotionally. We successfully touched the lives of 150,000+ employees through 431+ initiatives, witnessing a three-fold increase in employee participation virtually. ; ; We created three aspects essential to shaping employee experience: ; 1. Self-Help: Emphasises providing our employees the right tools and resources for them to take charge of their wellbeing. ; 2. Micro-Environment: Our objective is to create an environment that is conducive for individuals to work together, seamlessly. ; 3. Macro Environment: The focus here is on driving the programs centrally, conceptualising policies keeping the user at the centre.; ; Great Place to Work® and Fortune have recognised Infosys as one of the Best Big Companies to Work For™. In alignment with the organisations’ social value themes to ensure Employee wellbeing and health improvement, Infosys invests in following engagements: ; • New approaches to focus on prevention, resilience supported by internal policies. For instance, digital platforms for scientifically validated therapies such as cognitive behavioural therapy (CBT) to improve access to care options.; • Infosys Employee Assistance Programme, powered by LifeWorks via Generali, a 24/7 service for our employees or eligible dependents. ; • Infosys, in collaboration with Virgin Pulse are committed to augment health and wellness agenda of UK by providing free/subsidised memberships.; To monitor the effectiveness of these programmes our HR team conduct regular surveys, and as part of town halls take direct feedback. Data collected is used to ensure that the programmes are reaching the right people and are adjusted to meet the changing needs of our employees.

Pricing

• Price: £1,000 a unit
• Discount for educational organisations: No
• Free trial available: Yes
• Description of free trial: Details upon request

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