DATASUMI LTD

Citizen Engagement Chatbot

Creating a Citizen Engagement Chatbot entails building a conversational AI system that leverages large language models (LLMs) to transform interactions between citizens and the government. Our chatbot is capable of effectively delivering information and answering citizen questions.

Features

• Large Language Models (LLMs) integration for language processing and understanding.
• Virtual assistant capabilities to handle citizen inquiries and requests.
• Provide accurate and up-to-date information on various government services.
• Advanced algorithms to understan, respond to complex queries and complaints.
• Integration with existing government databases and systems for seamless data-access.
• Multi-channel support, including web, mobile, SMS, and social media.
• Customizable workflows to automate routine tasks and improve efficiency.
• Real-time analytics and reporting to monitor usage patterns and performance.
• Security features to ensure compliance with data privacy regulations.
• Multilingual support for a diverse user base.

Benefits

• Improved citizen satisfaction through efficient, personalized interactions.
• Increased accessibility to government services and information.
• Reduced workload on government staff by automating routine tasks.
• Enhanced accuracy and consistency in responses to citizen inquiries.
• Faster resolution of complex issues through advanced AI capabilities.
• Cost savings from reduced manual intervention and improved operational efficiency.
• Better data-driven decision making through real-time analytics and reporting.
• Compliance with data privacy regulations through robust security features.
• Increased trust in government services through transparency and responsiveness.
• Expanded reach to a wider audience.

£600 a unit a day

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

Framework

G-Cloud 14

Service ID

223605284616229

Contact

Datasumi Team
+442045770319
accounts@datasumi.com

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: Our Citizen Engagement Chatbot extends existing government software services by providing a conversational AI interface for efficient information dissemination, automated workflows, and enhanced user experience. It integrates with various databases and platforms, improving accessibility and responsiveness of government services.
• Cloud deployment model:
  • Public cloud
  • Private cloud
  • Community cloud
  • Hybrid cloud
• Service constraints: While our Citizen Engagement Chatbot offers many benefits, it does have some constraints to consider. Firstly, its functionality depends on the availability and quality of data from existing government databases and systems. Additionally, while our chatbot supports various platforms, compatibility issues may arise with certain hardware or software configurations. Finally, planned maintenance and updates may occasionally impact service availability, though we strive to minimize disruptions and provide advance notice whenever possible.
• System requirements:
  • AWS
  • Azure
  • GCP

User support

• Email or online ticketing support: Yes, at extra cost
• Support response times: We strive to respond promptly to all questions, typically within minutes during regular business hours. However, response times may vary during weekends or holidays due to reduced staffing levels. While we aim to maintain a high level of responsiveness at all times, please be aware that there might be delays in receiving a response during non-business hours. Rest assured, we prioritize addressing inquiries efficiently and aim to provide timely assistance regardless of the day or time. Thank you for your understanding and patience as we work to assist you promptly.
• User can manage status and priority of support tickets: Yes
• Online ticketing support accessibility: WCAG 2.1 AA or EN 301 549
• Phone support: Yes
• Phone support availability: 9 to 5 (UK time), Monday to Friday
• Web chat support: Web chat
• Web chat support availability: 9 to 5 (UK time), Monday to Friday
• Web chat support accessibility standard: WCAG 2.1 AA or EN 301 549
• Web chat accessibility testing: We have conducted extensive web chat testing with assistive technology users. Our approach involves a task-based methodology, identifying barriers affecting users and recommending solutions. We prioritize user journey-based testing, combining it with accessibility audits for comprehensive evaluations. Our experts work across various technologies, operating systems, and versions to ensure inclusivity. Testing is aligned with the Government Service Standard and supports GDS assessments. By engaging with real users and adapting to individual needs, we deliver an inclusive service that provides valuable insights and confidence in accessibility audits.
• Onsite support: Yes, at extra cost
• Support levels: We offer multiple support levels tailored to meet diverse needs. Our support tiers include Basic, Standard, and Premium. The Basic level provides essential support via email and chat during business hours, included in the base service cost. The Standard tier offers extended support with faster response times and phone support, available at an additional monthly fee. Our Premium level delivers priority support 24/7, dedicated technical account manager assistance, and proactive monitoring for optimal performance, offered at a premium rate.; ; For clients requiring personalized attention and strategic guidance, we provide the option to engage a dedicated technical account manager or cloud support engineer at an extra cost. These experts offer specialized assistance, proactive monitoring, and strategic advice to optimize system performance and ensure seamless operations. The cost for these additional services varies based on the level of engagement required and the scope of support needed.; ; Our commitment to providing comprehensive support options ensures that clients can choose the level of assistance that best aligns with their requirements and budget, empowering them to maximize the value of our services while receiving tailored support that meets their specific needs.
• Support available to third parties: Yes

Onboarding and offboarding

• Getting started: We support users in adopting our service through a comprehensive onboarding process designed to facilitate a smooth transition and maximize user proficiency. Our onboarding includes a combination of onsite and online training sessions, user documentation, and ongoing support to ensure users are equipped to effectively utilize the service.; ; Onsite training sessions are conducted for organizations that prefer in-person instruction. These sessions are tailored to the specific needs of the users and provide hands-on guidance on using the service effectively. Online training modules are also available for remote users or those who prefer virtual learning environments. These modules cover various aspects of the service, from basic functionalities to advanced features, and can be accessed at the users' convenience.; ; In addition to training sessions, we provide comprehensive user documentation that serves as a valuable resource for users at all levels. The documentation includes step-by-step guides, FAQs, troubleshooting tips, and best practices to support users in navigating the service independently. Our dedicated support team is also available to address any queries or issues that users may encounter during their onboarding process, ensuring a seamless and successful start to using our service.
• Service documentation: Yes
• Documentation formats:
  • HTML
  • ODF
  • PDF
• End-of-contract data extraction: At the conclusion of a contract, users have several options for extracting their data. For straightforward contracts lacking a structured format, manual extraction methods involve copying and pasting relevant information. In contrast, more complex contracts may require advanced techniques such as text parsing and regular expressions using programming languages like Python for precise data extraction. Optical Character Recognition (OCR) technology can be utilized to convert scanned documents into editable text, bridging the gap between physical and digital formats. Document processing libraries streamline the extraction process, while machine learning and Natural Language Processing (NLP) offer intelligent data extraction capabilities. APIs and outsourcing services provide additional avenues for extracting complex data. Looking ahead, emerging technologies like blockchain and smart contracts are poised to influence future data extraction methods.; ; By identifying key information such as party names, contract dates, pricing terms, deliverables, liability clauses, and termination conditions, users can extract valuable data points from contracts. Analyzing this extracted data yields strategic insights for decision-making. Automation tools leveraging artificial intelligence and machine learning enhance the accuracy and efficiency of data extraction processes. Regular reviews and updates are essential to ensure that the extracted data remains current and relevant.
• End-of-contract process: Upon contract completion, users can extract data using various methods. Simple contracts may require manual extraction by copying and pasting, while complex contracts may need advanced techniques like text parsing and programming languages. Optical Character Recognition (OCR) can convert scanned documents to editable text, bridging physical and digital formats. Document processing libraries, machine learning, and Natural Language Processing (NLP) offer intelligent extraction capabilities. APIs and outsourcing services provide options for complex extractions.; The contract price typically includes basic data extraction methods like manual copying, while additional costs may apply for advanced techniques or outsourcing services. Extracted data includes key contract details such as party names, dates, pricing terms, deliverables, and termination conditions. This data aids in strategic decision-making, process improvement, and operational efficiency. Regular reviews are crucial to maintain the accuracy of extracted data for analysis and reporting purposes. Contract data extraction transforms static contractual text into dynamic data for actionable insights and informed decision-making.

Using the service

• Web browser interface: Yes
• Supported browsers:
  • Internet Explorer 11
  • Microsoft Edge
  • Firefox
  • Chrome
  • Safari
• Application to install: No
• Designed for use on mobile devices: Yes
• Differences between the mobile and desktop service: The chat/chatbot uses the full screen.
• Service interface: No
• User support accessibility: WCAG 2.1 AA or EN 301 549
• API: No
• Customisation available: Yes
• Description of customisation: Users can customize our service to align with their specific requirements and preferences. Customization options include tailoring user interfaces, configuring data capture fields, adjusting reporting templates, and integrating with third-party applications. Users can personalize dashboards, set up automated workflows, define user roles and permissions, and create custom alerts or notifications.; ; To customize the service, users typically access the administration settings within the platform. Here, they can make changes to various features and functionalities based on their needs. Customization options are often intuitive and user-friendly, allowing users to make adjustments without extensive technical knowledge. Advanced customization may require assistance from our support team or technical experts.; ; Users across different roles within the organization can customize the service based on their permissions and access levels. Administrators have broader customization capabilities, while end-users can personalize their individual settings within the parameters set by administrators. By empowering users to tailor the service to their unique requirements, we aim to enhance user experience, improve efficiency, and ensure that the service meets the specific needs of each user and organization.

Scaling

• Independence of resources: We ensure users are shielded from the impact of varying demand on our service by implementing robust resource allocation, load balancing, and scalable infrastructure. Through dynamic resource allocation adjustments and proactive monitoring of system performance metrics, we prevent performance degradation during peak usage periods. Our commitment to maintaining consistent service quality for all users involves continuously optimizing our system to accommodate fluctuations in demand effectively. By employing these strategies, we guarantee that each user's experience remains unaffected by the demands placed on our service by other users, ensuring reliable and high-quality service delivery at all times.

Analytics

• Service usage metrics: Yes
• Metrics types: We offer a comprehensive range of service metrics to track and evaluate performance effectively. Key metrics include uptime percentage, response time, resolution time, customer satisfaction scores, ticket volume trends, first call resolution rate, average handling time, service level agreement (SLA) compliance, and incident resolution rate. These metrics provide valuable insights into service quality, efficiency, and customer experience. By monitoring and analyzing these metrics regularly, we ensure optimal service delivery, identify areas for improvement, and strive to meet and exceed customer expectations consistently. Our commitment to data-driven decision-making enables us to continuously enhance our services and drive positive outcomes.
• Reporting types:
  • API access
  • Real-time dashboards
  • Regular reports
  • Reports on request

Resellers

• Supplier type: Not a reseller

Staff security

• Staff security clearance: Conforms to BS7858:2019
• 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: United Kingdom
• 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: ‘IT Health Check’ performed by a CHECK service provider
• Protecting data at rest: Other
• Other data at rest protection approach: To enhance data security at rest, we implement various protective measures. Our system ensures data privacy compliance with safeguards for cross-border personal data transfers. Robust data access governance is in place, enabling centralized management of access controls and policies. Automatic data classification, granular access controls, and advanced protection mechanisms like data masking and hashing functions are utilized to safeguard sensitive data effectively. Users benefit from enterprise data cataloging, scalable enforcement of protection policies, and customizable masking options. Comprehensive measures ensure that data remains secure and protected against unauthorized access, aligning with stringent privacy regulations and safeguarding sensitive information effectively.
• Data sanitisation process: No
• Equipment disposal approach: A third-party destruction service

Data importing and exporting

• Data export approach: Inform exports all customer data collected on the services to the client in their preferred format, ensuring full GDPR compliance. Users can export data using methods like the Core REST API, Output Module, Reporting Insights API, and Collibra UI export functionality. Additionally, where available, customer data can be directly loaded into client electronic forms. Authentication via BasicAuth and JWT is necessary for API access. Monitoring export errors and selecting suitable methods are essential for successful data extraction and transfer, empowering users to manage their data effectively and securely within regulatory guidelines.
• Data export formats:
  • CSV
  • ODF
  • Other
• Data import formats:
  • CSV
  • ODF
  • Other
• Other data import formats:
  • XML
  • JSON

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: No guaranteed SLA.
• Approach to resilience: Our service is meticulously designed to be resilient, ensuring uninterrupted availability and reliability for our users. Our datacenter setup is engineered with resilience in mind, leveraging redundant systems, failover mechanisms, and high-availability configurations to mitigate potential points of failure. By implementing best practices in cloud infrastructure design and utilizing leading cloud service providers like AWS, GCP, or Azure, we adhere to state-of-the-art resilience standards. Our commitment to resilience aligns with the government's Cloud Security Principle of utilizing cloud service providers' cutting-edge technologies to enhance service continuity and data protection. For more detailed information on our datacenter setup and resilience measures, please contact us for further details.
• Outage reporting: Our service employs multiple channels to report outages promptly and effectively. Users can access a public dashboard displaying real-time status updates on all products and services, including incident severity, summaries, and resolution timelines. Internally, we utilize monitoring alerts to track service availability and promptly alert our Cloud Infrastructure team in the event of an outage. Continuous monitoring solutions are in place to oversee performance and capacity for each user. Email alerts are also utilized to notify users of any outages for immediate awareness. Our proactive approach to communication and transparency ensures that users are promptly informed of any service disruptions, enabling us to address issues swiftly and maintain a seamless user experience.

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: Access restrictions in management interfaces and support channels are enforced through robust IAM practices like Microsoft account ID, GCP IAM, and AWS IAM. IAM roles and policies in AWS control access to management interfaces, ensuring only authorized users can perform administrative tasks securely. Two-factor authentication enhances security during authentication processes. Strict authentication controls verify user identities before granting access, preventing unauthorized entry. These measures restrict access to privileged users, maintaining a secure environment where only authorized personnel can manage system features effectively.
• 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 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: Less than 1 month
• How long system logs are stored for: User-defined

Standards and certifications

• ISO/IEC 27001 certification: No
• ISO 28000:2007 certification: No
• CSA STAR certification: No
• PCI certification: No
• Cyber essentials: Yes
• Cyber essentials plus: No
• Other security certifications: Yes
• Any other security certifications:
  • AWS cloud platform PCI Certification
  • Azure cloud platform PCI Certification
  • GCP cloud platform PCI Certification

Security governance

• Named board-level person responsible for service security: No
• Security governance certified: No
• Security governance approach: Our security governance approach involves leveraging IAM sign-on for single sign-on security, outsourcing security to cloud providers. Following the Cloud Security Principle, we prioritize state-of-the-art resilience. Security governance encompasses control assessments, policy adherence, and regulatory compliance evaluations. Auditing is utilized to identify and address security vulnerabilities. Key focus areas include identity and access management, data encryption, network security, and continuous monitoring. Compliance with standards such as HIPAA, GDPR, and PCI DSS is ensured. Our strategy aims to safeguard sensitive data, prevent unauthorized access, and maintain robust cloud security measures effectively.
• Information security policies and processes: Our information security policies and processes are meticulously designed to uphold the confidentiality, integrity, and availability of critical data. Aligned with industry best practices, these policies encompass a wide range of security aspects, including systems, networks, facilities, users, and third parties. Key elements addressed in our policies include access control mechanisms, information classification guidelines, incident response protocols, remote work procedures, and physical security measures. To ensure the effective implementation of these policies, we establish a clear reporting structure with defined roles and responsibilities. Regular audits are conducted to assess compliance levels, comprehensive training programs are provided to all users with system access, and policy adherence is monitored closely. Continuous policy reviews and updates are conducted to adapt to evolving security landscapes and ensure that our information security framework remains robust and aligned with industry standards.

Operational security

• Configuration and change management standard: Supplier-defined controls
• Configuration and change management approach: Our configuration and change management processes are meticulously structured to ensure the stability and security of our services. Changes undergo a rigorous assessment process where potential security impacts are thoroughly evaluated. Changes are first proposed, reviewed, and tested in a controlled environment before being implemented in production. Each change is assessed for its potential security impact through comprehensive risk analysis, vulnerability assessments, and security testing. Our change management process includes strict approval workflows, rollback procedures, and post-implementation reviews to monitor the effectiveness of changes and ensure they align with security best practices.
• Vulnerability management type: Supplier-defined controls
• Vulnerability management approach: Our vulnerability management process involves assessing potential threats to our services through continuous monitoring, threat intelligence feeds, security advisories, and penetration testing. We prioritize vulnerabilities based on severity and exploitability, deploying patches promptly through a structured patch management process. Patches are thoroughly tested in a controlled environment before deployment to production systems. Information about potential threats is sourced from reputable sources such as security bulletins, vendor notifications, industry alerts, and threat intelligence platforms. By staying informed and proactive, we swiftly address vulnerabilities to enhance the security posture of our services and protect against emerging threats effectively.
• Protective monitoring type: Supplier-defined controls
• Protective monitoring approach: Our protective monitoring processes involve continuous monitoring of system activities, network traffic, and user behavior to identify potential compromises. We utilize intrusion detection systems, log analysis tools, and anomaly detection algorithms to detect suspicious activities. When a potential compromise is identified, we follow predefined incident response procedures to contain, investigate, and mitigate the incident promptly. Response times vary based on incident severity, with critical incidents triggering immediate responses. Our goal is to respond swiftly to incidents, minimizing impact and restoring normal operations efficiently to ensure the security and integrity of our systems and data.
• Incident management type: Supplier-defined controls
• Incident management approach: Our incident management processes are structured with pre-defined procedures for common events, ensuring swift and effective responses. Users can report incidents through designated channels such as a dedicated support portal, email, or hotline. Upon receiving an incident report, our team initiates the incident response process, which includes containment, investigation, resolution, and post-incident analysis. Incident reports are provided to users through timely updates via email notifications, status alerts on our platform, or post-incident reports detailing the incident's impact, root cause analysis, actions taken, and preventive measures implemented to mitigate future occurrences.

Secure development

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

Public sector networks

• Connection to public sector networks: Yes
• Connected networks:
  • Public Services Network (PSN)
  • Police National Network (PNN)
  • NHS Network (N3)
  • Joint Academic Network (JANET)
  • Health and Social Care Network (HSCN)

Social Value

• Social Value:

  Social Value

  • Fighting climate change
  • Tackling economic inequality
  • Equal opportunity
  • Wellbeing

  Fighting climate change

  In combating climate change, Datasumi can elevate its G-Cloud service provision by embracing sustainability initiatives and bolstering environmental resilience. Taking cues from Google Cloud's ambitious targets of operating solely on renewable energy and aiming for 24/7 carbon-free energy by 2030, Datasumi can set similar benchmarks to curtail its carbon footprint and champion sustainable practices across its operations. By harnessing technology to bolster sustainability endeavors and democratizing earth-centric data for informed decision-making, Datasumi can empower organizations to make data-informed choices that bolster climate resilience. Moreover, aligning with social value themes centered on responsible consumption and production, as delineated in the Social Value Model, can underscore Datasumi's dedication to environmental stewardship and sustainability within its service offerings.; ; By integrating these strategies into its G-Cloud services, Datasumi not only actively contributes to the global battle against climate change but also fosters a more sustainable future. Through a concerted focus on renewable energy adoption, carbon footprint reduction, and promoting eco-conscious practices, Datasumi can position itself as a leader in environmentally responsible service provision. By aligning with sustainability goals and leveraging technology for positive environmental impact, Datasumi can play a pivotal role in advancing climate action and fostering a greener, more sustainable digital landscape.

  Tackling economic inequality

  In addressing economic inequality through its G-Cloud service provision, Datasumi can focus on initiatives that promote equal access to economic opportunities, support small and medium-sized enterprises (SMEs), and foster diversity within the supply chain. By aligning with social value themes that aim to reduce economic disparities, Datasumi can contribute to creating a more inclusive and equitable business environment. Drawing inspiration from the Social Value Model's emphasis on creating new businesses, jobs, and skills, Datasumi can implement programs that facilitate entrepreneurship, job creation, and skills development for underrepresented groups. Additionally, by supporting educational attainment relevant to contracts, providing training schemes to address skills gaps, and promoting sector-related skills growth, Datasumi can help bridge the economic divide and empower individuals from diverse backgrounds.; ; Furthermore, by structuring supply chain selection processes to ensure fairness and diversity, encouraging innovation and disruptive technologies, and promoting collaboration throughout the supply chain, Datasumi can actively contribute to reducing economic inequality. Embracing scalable methods for modernizing delivery, supporting apprenticeships and industry placements, and fostering a fair and responsible approach to working with supply chain partners can further enhance economic inclusivity within its service provision. By adopting these strategies and aligning with initiatives that prioritize economic equality, Datasumi can play a pivotal role in fostering a more level playing field for businesses of all sizes and backgrounds within the G-Cloud ecosystem.

  Equal opportunity

  In the context of equal opportunity, Datasumi enhances its G-Cloud service provision by focusing on promoting diversity, inclusion, and equitable access to opportunities. By aligning with social value themes that prioritize equal opportunities, Datasumi can contribute to fostering a more inclusive and fair society. Drawing inspiration from the Social Value Model's emphasis on supporting local communities in managing and recovering from the impact of COVID-19, Datasumi can implement initiatives that facilitate employment opportunities, re-training programs, and workforce diversity. Additionally, by actively engaging in activities that promote equal access to resources, education, and employment opportunities, Datasumi can demonstrate its commitment to social responsibility and equitable practices within its service provision. Through a concerted effort to prioritize equal opportunity initiatives, Datasumi can play a significant role in advancing social equity and inclusivity within the G-Cloud ecosystem.

  Wellbeing

  In addressing employee wellbeing, Datasumi can elevate its G-Cloud service provision by prioritizing initiatives that promote mental health, work-life balance, and overall employee wellness. By aligning with social value themes that emphasize wellbeing, Datasumi can contribute to creating a supportive and healthy work environment for its employees and clients. Drawing inspiration from leading companies that prioritize employee wellbeing, such as Microsoft's focus on mental health support and flexible work arrangements, Datasumi can implement similar programs to enhance the overall wellbeing of its workforce. By fostering a culture of mindfulness, resilience, and work-life balance, Datasumi can empower its employees to thrive both professionally and personally.; ; Furthermore, by incorporating features in its G-Cloud services that prioritize user experience, accessibility, and data privacy, Datasumi can contribute to the overall wellbeing of its clients. Ensuring that services are user-friendly, secure, and aligned with best practices in data protection can enhance the mental and emotional wellbeing of users who rely on these technologies for their daily operations. Additionally, by promoting digital wellness practices and providing resources for managing screen time and technology usage, Datasumi can support clients in maintaining a healthy relationship with technology.; ; By integrating these wellbeing-focused initiatives into its G-Cloud services and organizational culture, Datasumi can foster a holistic approach to wellbeing that benefits both its employees and clients. Prioritizing mental health support, work-life balance, user experience, and data privacy can create a positive impact on overall wellbeing within the workplace and the digital ecosystem at large.

Pricing

• Price: £600 a unit a day
• 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 accounts@datasumi.com. Tell them what format you need. It will help if you say what assistive technology you use.