IBM United Kingdom Ltd

IBM Business Automation Workflow on Cloud (BAWoC)

A full lifecycle business process management (BPM) and Advanced Case Management environment including development, test and production—with tooling and run time for design, execution, monitoring and optimisation. Business users quickly implement process improvements without the need to build and maintain an IT infrastructure. Provides visibility and management of business processes.

Features

• Single price includes BPM and Case software, infrastructure, management
• Fully featured Business Process and Case management platform
• Workflow Center development and governance environment, promotes sharing, reuse, adoption
• Highly available production server environment
• Ease of design and deployment of process and case applications
• Scales smoothly from initial project to enterprise-wide program
• Visibility through a business-led change design
• Greater collaboration between business and IT through model-driven environment
• Intuitive user interface for work management, completion and real-time reporting
• Form based user interface enabling coach style work completion

Benefits

• Typical productivity improvement of 20-30%
• Faster time to service/time to change–typically 80%+
• Achieve 95-100% of service level agreements
• Reduce re-work and errors to approaching zero
• Increase self-service capability by 30%
• Increase customer engagement and satisfaction (e.g.NPS 30 to 70)
• Increase visibility and control of business processes across organisation
• Enable programme wide adoption and governance
• Promote process reuse and drive consistency of process execution
• Low startup costs/subscription-based consumption

£325 a user a month

• Free trial 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 ukcat@uk.ibm.com. Tell them what format you need. It will help if you say what assistive technology you use.

Framework

G-Cloud 14

Service ID

384945565464931

Contact

Anne-Marie Wheeler
0207 202 3000
ukcat@uk.ibm.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: Typically used stand-alone, but can be combined with IBM Blueworks Live for process modelling and discovery, and IBM Operational Decision Manager on Cloud when a separate policy and rule management and execution capabilities are required. Part of the full Digital Business Automation Platform.
• Cloud deployment model:
  • Public cloud
  • Private cloud
  • Hybrid cloud
• Service constraints: Cloud Services are designed to be available 24/7, subject to maintenance. Client will be notified of scheduled maintenance.
• System requirements: Web browser- Microsoft Internet Explorer, Mozilla Firefox, or Google Chrome.

User support

• Email or online ticketing support: Email or online ticketing
• Support response times: Please visit https://www-01.ibm.com/support/docview.wss?uid=ibm10731179 for more details.
• 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: 24 hours, 7 days a week
• Web chat support: Web chat
• Web chat support availability: 24 hours, 7 days a week
• Web chat support accessibility standard: WCAG 2.1 AA or EN 301 549
• Web chat accessibility testing: IBM has a project in place called "Vy11as" that is being used to provide sample code to test assistive technologies. This project is documented online at https://developer.ibm.com/open/projects/va11ys/
• Onsite support: Yes, at extra cost
• Support levels: Premium Support documented:; https://www-01.ibm.com/software/support/acceleratedvalue/SaaS_Handbook_V18.pdf; ; And the Cloud Service Overview at https://www-01.ibm.com/support/docview.wss?uid=ibm10731179
• Support available to third parties: Yes

Onboarding and offboarding

• Getting started: Full documentation, tutorials, video guides available. On-site and on-line training is also available.
• Service documentation: Yes
• Documentation formats:
  • HTML
  • PDF
• End-of-contract data extraction: Data is accessible through several export functions available in via the administration console and design tools. IBM will return the Client Data within a reasonable period in a reasonable and common format upon receiving written instructions from the Client prior to termination or expiration.
• End-of-contract process: If the user chooses not to renew the contract the account will be suspended and access denied.

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: All provided user interfaces are responsive. Screens created within the system are responsive and tools allow for sophisticated reactions to different form factors.
• Service interface: Yes
• User support accessibility: WCAG 2.1 AA or EN 301 549
• Description of service interface: Portal to access tools provided by the system.
• Accessibility standards: WCAG 2.1 AA or EN 301 549
• Accessibility testing: IBM has a project in place called "Vy11as" that is being used to provide sample code to test assistive technologies. This project is documented online at https://developer.ibm.com/open/projects/va11ys/
• API: Yes
• What users can and can't do using the API: Full description can be found here:; https://www.ibm.com/support/knowledgecenter/en/SS8JB4/com.ibm.wbpm.workflow.main.doc/kc-homepage-workflow.html
• API documentation: Yes
• API documentation formats:
  • Open API (also known as Swagger)
  • HTML
  • PDF
• API sandbox or test environment: Yes
• Customisation available: Yes
• Description of customisation: Many aspects of the service can be customised including user interface through to full customisation via the accessible APIs

Scaling

• Independence of resources: The architecture of IBM cloud services maintains logical separation of client data. Internal rules and measures separate data processing, such as inserting, modifying, deleting, and transferring data, according to the contracted purposes.

Analytics

• Service usage metrics: Yes
• Metrics types: Using IBM Cloud Product Insights, a free version is available via IBM Bluemix cloud platform, administrators and operations staff can register and track the metrics of current product instances to understand how they are being used.
• Reporting types:
  • Real-time dashboards
  • Reports on request

Resellers

• Supplier type: Not a reseller

Staff security

• Staff security clearance: Other security clearance
• Government security clearance: Up to Developed Vetting (DV)

Asset protection

• Knowledge of data storage and processing locations: Yes
• Data storage and processing locations:
  • United Kingdom
  • European Economic Area (EEA)
  • Other locations
• 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:
  • Physical access control, complying with CSA CCM v3.0
  • Physical access control, complying with SSAE-16 / ISAE 3402
  • Physical access control, complying with another standard
  • Encryption of all physical media
  • Scale, obfuscating techniques, or data storage sharding
• 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: Data is accessible through several export functions available in via the administration console and design tools.
• Data export formats: Other
• Data import formats: Other
• Other data import formats: BPMN 2.0

Data-in-transit protection

• Data protection between buyer and supplier networks:
  • TLS (version 1.2 or above)
  • IPsec or TLS VPN gateway
  • Other
• Other protection between networks: IBM will encrypt content not intended for public or unauthenticated viewing when transferring content over public networks. Further, unless excluded by a TD, IBM will enable use of a cryptographic protocol, such as HTTPS, SFTP, and FTPS, for Client’s secure transfer of content to and from the Cloud Service over public networks.
• Data protection within supplier network:
  • TLS (version 1.2 or above)
  • IPsec or TLS VPN gateway

Availability and resilience

• Guaranteed availability: Please refer to following site:; http://www.softlayer.com/our-platform
• Approach to resilience: Available at request
• Outage reporting: Email Alerts

Identity and authentication

• User authentication needed: Yes
• User authentication:
  • Identity federation with existing provider (for example Google Apps)
  • Dedicated link (for example VPN)
  • Username or password
• Access restrictions in management interfaces and support channels: IBM maintains individual role-based authorization of privileged accounts that is subject to regular validation. A privileged account is a duly authorized IBM user identity with administrative access to a Cloud Service, including associated infrastructure, networks, systems, applications, databases and file systems.
• Access restriction testing frequency: At least every 6 months
• Management access authentication:
  • 2-factor authentication
  • Public key authentication (including by TLS client certificate)
  • Dedicated link (for example VPN)
  • Username or password

Audit information for users

• Access to user activity audit information: Users contact the support team to get audit information
• How long user audit data is stored for: Between 1 month and 6 months
• Access to supplier activity audit information: Users contact the support team to get audit information
• How long supplier audit data is stored for: Between 1 month and 6 months
• How long system logs are stored for: Between 1 month and 6 months

Standards and certifications

• ISO/IEC 27001 certification: Yes
• Who accredited the ISO/IEC 27001: Bureau Veritas
• ISO/IEC 27001 accreditation date: 30/11/2015
• What the ISO/IEC 27001 doesn’t cover: https://www-935.ibm.com/services/multimedia/saas_27k.pdf
• ISO 28000:2007 certification: No
• CSA STAR certification: Yes
• CSA STAR accreditation date: 20/04/2016
• CSA STAR certification level: Level 1: CSA STAR Self-Assessment
• What the CSA STAR doesn’t cover: The infrastructure and platform this offering is run on has a CSA STAR Self-Assessment certificate. The SaaS side of this offering currently does not have this. The IBM CSA Star Self-Assessment can be viewed here https://cloudsecurityalliance.org/star-registrant/softlayer/
• PCI certification: No
• Cyber essentials: Yes
• Cyber essentials plus: Yes
• Other security certifications: Yes
• Any other security certifications: See here: https://www.ibm.com/cloud/compliance

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: IBM has an Information Technology (IT) Security policy that establishes the requirements for the protection of IBM's worldwide IT systems and the information assets they contain, including networks and computing devices such as servers, workstations, host computers, application programs, web services, and telephone systems within the IBM infrastructure. IBM’s IT Security policy is supplemented by standards and guidelines, such as the Security Standards for IBM's Infrastructure, the Security and Use Standards for IBM Employees and the Security Guidelines for Outsourced Business Services. Such are reviewed by a cross-company team led by the IT Risk organization every six months.; ; IBM has a dedicated Vice President of IT Security who leads a team responsible for IBM's own enterprise data security standards and practices. Responsibility and accountability for executing internal security programs is established through formal documented policies. IBM Services teams also have dedicated executives and teams who are responsible for information and physical security in the delivery of our client services.

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: IBM maintains policies and procedures to manage risks associated with the application of changes to its Cloud Services. Prior to implementation, all changes to a Cloud Service, including its systems, networks and underlying components, will be documented in a registered change request that includes a description and reason for the change, implementation details and schedule, a risk statement addressing impact to the Cloud Service and its clients, expected outcome, rollback plan, and documented approval by IBM management or its authorized delegate.
• Vulnerability management type: Conforms to a recognised standard, for example CSA CCM v3.0 or SSAE-16 / ISAE 3402
• Vulnerability management approach: With each Cloud Service, as applicable and commercially reasonable, IBM will a) perform penetration testing and vulnerability assessments before production release and routinely thereafter, b) enlist a qualified and reputable independent third-party to perform penetration testing and ethical hacking at least annually, c) perform automated management and routine verification of underlying components’ compliance with security configuration requirements, and d) remediate any identified vulnerability or noncompliance with its security configuration requirements based on associated risk, exploitability, and impact. IBM takes reasonable care to avoid Cloud Service disruption when performing its tests, assessments, scans, and execution of remediation activities.
• Protective monitoring type: Conforms to a recognised standard, for example CSA CCM v3.0 or SSAE-16 / ISAE 3402
• Protective monitoring approach: IBM maintains and follows policies requiring administrative access and activity in its Cloud Services’ computing environments to be logged and monitored, and the logs to be archived and retained in compliance with IBM’s worldwide records management plan. IBM monitors privileged account use and maintain security information and event management policies and measures designed to a) identify unauthorized administrative access and activity, b) facilitate a timely and appropriate response, and c) enable internal and independent third party audits of compliance with such policies. IBM systematically monitors the health and availability of production Cloud Service systems and infrastructure at all times.
• 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: IBM:; ; -maintains and follows incident response policies aligned with NIST guidelines for computer security incident handling, and will comply with data breach notification requirements under applicable law.; ; -investigates security incidents, including unauthorised access or use of content or the Cloud Service, of which IBM becomes aware, and, if warranted, define and execute an appropriate response plan.; ; -promptly notifies Client upon determining that a security incident known or reasonably suspected by IBM to affect Client has occurred. ; ; -provides Client with reasonably requested information about such security incident and status of applicable remediation and restoration activities performed or directed by IBM.

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

  IBM are committed to achieving net zero greenhouse gas emissions globally by 2030. On this path, IBM are on track to have reduced greenhouse gas emissions by 65% (against 2010 base) in 2025, and 75% of our global electricity consumption will be from renewables by 2025. The IBM UK Carbon Reduction Plan (CRP) is published annually in which we report progress in achieving Net Zero; most recent in September 2023. In fulfilling our responsibilities under our contracts, our staff operate in line with our IBM Environmental Policy and implemented through our worldwide Environmental Management System (EMS), which covers objectives including achieving our net zero greenhouse gas commitment, reduction in water use, reduction in waste going to landfill, creating green space, enhancing the natural environment and improving air quality. Local initiatives are in place around IBM and client’s locations, promoting e.g. shared or zero-carbon travel, various cycle-to-work and car-share initiatives/incentives as well as environmentally focused volunteering. To influence staff, suppliers, customers and communities through the delivery of the contract to support environmental protection/improvement, we include Social Responsibility and Environmental Management requirements in subcontracts and encourage staff to work with the wider teams on improvements. In some locations, an ‘Environmental Business Resource Group’ promotes Green sustainability, also through community-based activities. In 2020 IBM launched the ‘responsible.computing’ initiative, which addresses modern computing challenges and integrates aspects of sustainability, climate, ethics, openness, privacy, and security. We assess proposed technical solutions against efficient energy usage. IBM began detailed tracking and monitoring of our environmental footprint in 1990 - being forthright and transparent in our impact long before it was fashionable or required. We have made significant improvements over the last 30 years and will continue to report transparently on impacts and progress, using ‘Sustainable by Design’ framework and tools such as CO2 Emissions-Estimator and/or Envizi.

  Covid-19 recovery

  Covid-19 recovery We have continued promoting initiatives created to support COVID-19 recovery aimed at both communities and our/partners’ workforce. To help local communities manage and recover from the impacts of COVID-19 IBM have created employment and re-training opportunities. IBM provided a free, fully online offering called SkillsBuild Reignite, tailored for job seekers, and those needing to grow their digital skills. Once an initial 30-hours of online learning was completed, Reignite offered free one-on-one coaching, seminars and facilitated discussions from IBM volunteers. IBM encourage our staff, suppliers, and customers to support our local communities through IBM Community Engagement Portal. The IBM.org Volunteer’s Portal manages over 1.3 million hours of volunteering by IBM employees. IBMers are allowed to make a charitable contribution of £7 for every hour of volunteering to their chosen charity. We support our extensive ecosystem of external SME's managing/recovering from the impacts of COVID-19. IBM has invested to help reduce barriers to entry that may preclude participation in delivery by SMEs. This could relate to financial standing, ability to accept risk, invest in bids, or ability to supply sufficient volumes of resources. We have had several initiatives to support staff with the impact of the COVID-19 and extended those initiatives to clients/partners. Mental health support has been available at all times to all of our staff and their families, and we have trained volunteering staff as mental health first aiders, with programmes in place to tailor a gradual return to work e.g. following illness. IBM reimagined many of our workplaces and policies to support COVID-19 recovery. We have implemented our Work from Home Pledge & Hybrid Working Pledge for all staff, which ensures we establish and respect new boundaries and support each other in this new way of working and living. IBM continue promoting an ongoing Hybrid working approach.

  Tackling economic inequality

  Tackling economic inequality IBM invest to understand of the causes and effects of inequality. We run multiple initiatives to attempt to level opportunity, focused on our stated social-responsibility goal to support education and skills development in Science and Technology, with a specific focus on those who may not otherwise be attracted, or have the opportunity, to develop those skills. The ‘IBM Ignite’ scheme, a national Movement to Work programme, offers vocational traineeships and work experience to disadvantaged youth unemployed. Together with City Gateway, our London charity partner, IBM offer 2-week, onsite, workplace programmes to break the cycle of ‘no work experience, no job’. IBM are proud to have created skillsbuild.org. This is a global programme, and for the UK offering IBM have partnered with ACH.org.uk, a social enterprise working to resettle refugees through labour market and social integration, City Gateway, a London charity working with disadvantaged young people, women and families in deprived areas to build skills and ambition, and SaluteMyJob, a charity creating opportunities for ex-Servicemen and women under the armed forces covenant. The SkillsBuild programmes offer training, in-person support, credentials and opportunities to put the learning into practice. In addition to the direct training through charity partners, SkillsBuild is now also available free to all online. The SkillsBuild training gives recognised qualifications to those searching for employment in a digital economy. In addition, the programme gives job-search skills, teaches agile methods and design thinking, and has specific training in growing IT fields, such as cybersecurity, big data, artificial intelligence. IBM UK employ around 100 school-leaver apprentices every year. Our award-winning programme offers apprenticeships ranging from Level 3 to Level 6, with all apprentices employed as permanent employees from Day 1. We also launched Early Professional Affiliates Hiring programme enabling us to further acquire talent from underrepresented groups.

  Equal opportunity

  Equal opportunity In 1942, IBM hired blind psychologist Michael Supa to create a programme for hiring and training people with disabilities. Supa then worked in IBM institutionalising disability representation and equality for 37 years, and 80 years after he was hired IBM continue to lead in Accessibility, Inclusive hiring, and Representation to reduce the disability employment gap. The Accessible Workplace Connection portal makes it easy for managers to accommodate IBMers who consider themselves to have disabilities, and all recruitment activities are accessible and open. IBM support all employees in training and developing new skills relevant to them, with at least 40 hours of structured training required every year; called THINK40. The training can link to recognised, external qualifications, building skills relevant to the contract. IBM is accommodating of those with additional needs, ensuring all training is inclusive. IBM believes that a diverse and inclusive work environment drives higher quality delivery. We have created employment/training opportunities for those with protected characteristics in the UK since 1912. Our 300+ employee-led communities support ethnic minorities, neurodiversity, LGBTQ+, females, veterans and more through regular events within their communities. Every IBMer completes regular mandatory Diversity & Inclusion training, including on unconscious bias. Based on 2022 survey nearly 9 in 10 IBMers felt comfortable being themselves at work with ~5,000 more recommending IBM as a great place to work. IBM run a “BeEqual” campaign and programmes, with tens of thousands of employees making a BeEqual pledge of allyship to colleagues from minority groups and 6000 IBMers globally are certified as LGBT+ Allies, with 90+ events across UK and Ireland in 2023 focusing on inclusion, with approximately 3.5K attendees. IBM have a culture of promotion and recruitment aiming to addresses workforce inequality for all to have the opportunity to fulfil their potential.

  Wellbeing

  Wellbeing IBM has an advanced Health and Wellbeing Programme, recognising the criticality and benefits of a healthy and supported workforce. A wide-ranging Employee Assistance Program is provided confidentially to all employees 24/7, at no cost to them, backed up by medical insurance with annual health assessments available. IBM operate a Mental Health First Aid Programme, with over 200 qualified mental health first-aiders volunteering in the UK. These colleagues make themselves approachable as a first step. IBM UK have Disability Confident Level 2 status, winning in 2023 UK-IT-Industry Award – DEI and in 2021 the Best Employer for Diversity and Inclusion award from WM UK, due to the broad focus on D&I throughout the pandemic, including hidden disabilities and neurodiversity. IBM has a global neurodiversity hiring program (ND@IBM). In the new model of home/hybrid working, various initiatives have been created to maintain and improve both mental and physical health when working remotely. The IBM Working from Home Pledge includes commitments to take time out for yourself, and to check-in regularly on colleagues. It was recognised that working alone can be challenging for some, and regular sessions, support programmes and training in place to keep people connected. Managers have undertaken training to recognise those struggling and have tools of early support. A “2020 health challenge” was taken up by 20% of the permanent employee population, with 69% of participants reported being less stressed, 74% exceeded 10,000 steps a day. We continue organising ‘Exercise challenges’ on miles walked/weight loss linked to e.g. World Heart Day. Ergonomic equipment to create a better working-from-home environment is available to all. Within projects/programmes, and as part of contract delivery, IBM seek to make these various initiatives available to joint team of staff/suppliers/customers and communities. Project and colleague-based support and health initiatives are expanded where possible to all.

Pricing

• Price: £325 a user a month
• Discount for educational organisations: No
• Free trial available: Yes
• Description of free trial: 30 day trial; Automate workflows, from structured processes, or unstructured cases, to a combination of both.; Assemble and deliver dynamic content-centric applications.; Quickly start designing workflow applications with pre-installed and editable templates.
• Link to free trial: https://www.ibm.com/products/business-automation-workflow

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 ukcat@uk.ibm.com. Tell them what format you need. It will help if you say what assistive technology you use.