Robiquity Limited

Robotic Process Automation (RPA) and Intelligent Automation (IA) Services

Robiquity are the largest UK provider of pureplay RPA & IA. We are straight talking solution experts, enabling businesses to work more effectively. We deliver support services that flex and scale as your requirements change and solve real problems that generate tangible, measurable benefits for you and your users.

Features

• RPA business case establishment via our Automation Roadmap Assessment
• Rapid technology assessment through Proof of Value implementation
• Intelligent Automation and Artificial Intelligence strategy
• RPA operational readiness – Making you “Automation Ready”
• RPA Centre of Excellence (CoE) establishment via Robiquity Foundation
• Organisational change management
• RPA enablement via our “Retain the Brain” strategy
• RPA & Hyperautomation licence resell
• Training – Analysis, Developer, Solution Designer, ROM Architect
• Real-time benefits reporting dashboard

Benefits

• Certified Blue Prism, UiPath & Microsoft Power Platform partner
• Focus on RPA enablement and customer upskilling
• ONE Team approach – Robiquity, Vendor & Customer
• Pure-play RPA partner – No land and expand tactics
• Flexible commercial models to suit our customers’ requirements
• Proven case studies with Hyperautomation and RPA delivery at scale
• Intelligent automation and AI platforms through our partner ecosystem
• Streamlined approach to ROI through automation
• Health Check Service for Automation Strategy Assessment
• Global organisation for effective delivery and Thought Leadership

£450 a unit a day

• Education pricing available
• 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 frameworks@robiquity.com. Tell them what format you need. It will help if you say what assistive technology you use.

Framework

G-Cloud 13

Service ID

386247637443887

Contact

James Procter
07741326345
frameworks@robiquity.com

Service scope

• Software add-on or extension: Yes
• What software services is the service an extension to: Robiquity offer services that realise the capabilities of Robotic Process Automation and Intelligent Automation. We offer these services against the vendors we have highlighted.; ; We do not specify technologies. We work against your business requirements to understand the best solution and suggest the right product to deliver that requirement.
• Cloud deployment model:
  • Public cloud
  • Private cloud
  • Hybrid cloud
• Service constraints: N/A
• System requirements:
  • Dual Core Intel Processor
  • 4GB RAM
  • Minimum 10GB free disk space (above OS and target application)
  • Windows 8.1, 10 32 / 64-bit
  • Windows Server 2012 R2, 2016, 2019 64-bit versions only
  • .NET Framework 4.7.2

User support

• Email or online ticketing support: Email or online ticketing
• Support response times: Response times on emails sent to the dedicated support address depend on SLAs and OLAs in place with the client. On average response is less than 30 minutes.
• 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: Onsite support
• Support levels: We apply Support Levels per automation.; ; P1 - Critical automation unavailable - 4 hour fix; P2 - Important automation unavailable - 8 hour fix; P3 - Non-critical automation unavailable - 3 day fix; P4 - How to advice - 5 day fix; ; Support services range from 8/5 to 24/7.; ; Pricing support for automations is dependent on many facets including:; ; Development effort; Complexity; Criticality; Attended or unattended; Hours of support; Support features; ; Our support service includes:; ; Service Manager; Technical Lead; Control room; Support; ; We deliver Change work from this team.
• Support available to third parties: Yes

Onboarding and offboarding

• Getting started: Our Onboarding offering includes a Readiness phase, a series of technical and business workshops to discover automation drivers, recommend and advise on technology & environment (e.g. Cloud vs on-premise) and promote knowledge and awareness for key stakeholders and employees. We advise on communication strategies to avoid ‘automation anxiety.’; ; Robiquity offer an Automation Roadmap Assessment, comprising of process discovery, analysis and prioritisation based on specific business drivers and deep expertise in automation feasibility and complexity. This becomes a tailored business case and automation roadmap that focuses on specific tactical solutions first, followed by more strategic solutions aligning to your strategy.; ; We also deliver a range of training, classroom or remote, including development bootcamps (UiPath, Blue Prism, Microsoft), automation analysis, Centre of Excellence enablement and support services. These can be out-of-the-box or bespoke depending on that strategic aims of your internal CoE.
• Service documentation: Yes
• Documentation formats:
  • HTML
  • PDF
  • Other
• Other documentation formats:
  • PPTX
  • Word
• End-of-contract data extraction: Robiquity do not own or host your data. We provide the delivery service to automate processes containing your data. Although we do offer managed services and support, all of our services allow us to disconnect from your environment and leave your data with you.; ; If you wish to receive an export of your customer data from us including ticket service history, you can raise a request with us and we will export the data for you..; ; If you have specific data retention requirements for your own data or the data we hold for you, you can provide this to us and we will use this to manage your information.
• End-of-contract process: Service disconnection is performed when a managed service contract ends. All documentation (including solution design, test plans and operational handbooks) and automation code is the client’s intellectual property. ; ; The end-of-contract process involves disconnecting of management services and deletion of management devices and connections.; ; Any data relating to your environment can be exported and given to you for you to ingest. The format of that data will depend on the format in which it currently exists and the options available to us to present it back to you.; ; It is recommended that a service transition to the new team is provided. Resourcing this from Robiquity; ; - may result in an additional service charge, or; - may be covered in your contract, or; - may be serviced using the available resource from the currently contracted staff if hours are available

Using the service

• Web browser interface: No
• Application to install: Yes
• Compatible operating systems: Windows
• Designed for use on mobile devices: Yes
• Differences between the mobile and desktop service: Dependent on application and system requirements.
• Service interface: Yes
• User support accessibility: WCAG 2.1 A
• Description of service interface: Depending on the software used to automate, processes are designed, managed and ran through their own applications. Typically the development environment provides the functionality to produce bespoke automation solutions to identified processes. Once finished, completed processes ready to be deployed are managed and orchestrated through the management interface. Further configuration of the RPA network such as resource pools and work queues can be configured through the application.
• Accessibility standards: None or don’t know
• Description of accessibility: Accessibility standards can be applied where there is a specific requirement from the customer.
• Accessibility testing: None
• API: Yes
• What users can and can't do using the API: Wherever an API is exposed as part of the process, we have the ability to connect this to the automation suite to deliver the business process.
• API documentation: Yes
• API documentation formats: PDF
• API sandbox or test environment: Yes
• Customisation available: Yes
• Description of customisation: Automation is entirely customisable – it uses the user interface or APIs to connect to applications and websites, client specific or otherwise. Automation can create or recreate a business process that is bespoke to your applications, environments and business requirements.; Our Readiness Phase is a series of business and technical workshops that enables us to understand your automation value drivers and technology architecture, so we can create a customised technology and environment recommendation. We are tech-agnostic, and therefore believe in the best technology for the solution.; During our Automation Roadmap Assessment, we host workshops with a variety of business leaders, managers and process SMEs to identify, analyse and prioritise processes for automation based on specific business value drivers and KPIs. These automations are entirely customisable, and can cater for industry best practise as well as bespoke business processes.

Scaling

• Independence of resources: The service is built on 'virtual workers'. The workers are naturally scalable, meaning they can be added and removed in reaction to any change in demand for particular processes. This, in turn, ensures that peaks and troughs in demand do not impact client operation teams.; ; Database servers are able to scale vertically to match the resource demand. Virtual workers can run on any number of servers (or virtual machines) allowing them to scale horizontally to demand.

Analytics

• Service usage metrics: Yes
• Metrics types: Key automation metrics tracked and reported on are time saved, cost reduction and/or avoidance, revenue generation, return on investment and end-to-end process time. Estimated figures are reported initially in the Automation Roadmap Assessment, and actuals are continuously monitored throughout the automation lifetime.; Further reported metrics are dependent on business KPIs, for example call average handling time, conversion rates, CSAT scores, website clicks etc. Automation reports and real-time dashboards can be tailored dependent on the value drivers of each automation.; Pre-built reports and dashboards showcase key figures such as digital worker utilisation, active instances, success rates & exception reporting.
• Reporting types:
  • Real-time dashboards
  • Regular reports
  • Reports on request

Resellers

• Supplier type: Reseller providing extra support
• Organisation whose services are being resold: BluePrism, UiPath, Microsoft, TrustPortal, CM.com, AutomationHero, ABBYY, KYP, XpertRule, PeakAI

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
  • European Economic Area (EEA)
• User control over data storage and processing locations: Yes
• Datacentre security standards: Managed by a third party
• Penetration testing frequency: Never
• Protecting data at rest: Other
• Other data at rest protection approach: Data is encrypted at rest on the database server. Encryption uses AES-256 and DES is provided with legacy support. Encryption keys are stored separately from the data. Blue Prism also allows multiple encryption keys for each data source, allowing each work queue to have its own encryption key if necessary.
• Data sanitisation process: Yes
• Data sanitisation type: Deleted data can’t be directly accessed
• 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: Work queue business object or through the UI when RDP or VNC
• Data export formats:
  • CSV
  • Other
• Other data export formats: XLSX
• Data import formats:
  • CSV
  • Other
• Other data import formats: XLSX

Data-in-transit protection

• Data protection between buyer and supplier networks:
  • TLS (version 1.2 or above)
  • Other
• Other protection between networks: WCF SOAP is used for transport and message level encryption between the application client and the server. TLS v1.2 is used between the application and database servers, as well as from the application server to the runtime resource.
• Data protection within supplier network:
  • TLS (version 1.2 or above)
  • Other
• Other protection within supplier network: WCF SOAP is used for transport and message level encryption between the application client and the server. TLS v1.2 is used between the application and database servers, as well as from the application server to the runtime resource.

Availability and resilience

• Guaranteed availability: Service level agreements are defined with clients during the requirements gathering stage.
• Approach to resilience: The resilience of the datacentre is configured to the demands of the client. A number of technologies and techniques are available to support the requirements such as load balancers, multiple app servers, as well as active-active infrastructure setups to allow for failover, should an availability zone was to go down.
• Outage reporting: The cloud hosting provider has a number of outage reporting mechanisms. Virtual machine states can be monitored via the control panel.

Identity and authentication

• User authentication needed: Yes
• User authentication:
  • Username or password
  • Other
• Other user authentication: Authentication can also take place over Active Directory (LDAP)
• Access restrictions in management interfaces and support channels: Role management within Automation solutions can enable and restrict application functionality, this can also be mapped to Active Directory groups. This allows for granular application based on the role of the user within the organisation. Robiquity follows the principle of least permissive access when defining the access structure in new RPA installations.
• Access restriction testing frequency: At least once a year
• Management access authentication:
  • 2-factor authentication
  • Dedicated link (for example VPN)
  • Username or password
  • Other
• Description of management access authentication: Active Directory integration through LDAP is also available to manage and provide access to RPA services.

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: QMS International Ltd
• ISO/IEC 27001 accreditation date: 31/03/2021
• What the ISO/IEC 27001 doesn’t cover: None. Scope includes provision of automation consultancy, training and managed services.
• ISO 28000:2007 certification: No
• CSA STAR certification: No
• PCI certification: No
• Cyber essentials: No
• Cyber essentials plus: No
• Other security certifications: No

Security governance

• Named board-level person responsible for service security: Yes
• Security governance certified: Yes
• Security governance standards: ISO/IEC 27001
• Information security policies and processes: As well as aligning to OWASP when developing in-house solutions, any client security incidents which impact any information stored and processed are reported, analysed and documented. Each incident involves reactive action taken to ensure the incident can be successfully closed and the vulnerability removed. Every Robiquity employee as well as contractors are made aware of what constitutes an incident and are familiar with the reporting procedures.; ; Every Robiquity employee has the responsibility to report any security incidents or suspicion thereof to the Security Officer and ensure that the incident is sufficiently recorded. The Incident Management team is responsible to provide a rapid response and resume normal operation as soon as safely possible. The security incident management process is overseen by the Board.

Operational security

• Configuration and change management standard: Supplier-defined controls
• Configuration and change management approach: All changes are agreed with client using our ITIL aligned framework. Each change includes an impact assessment and testing carried out before implementation. Changes are applied to in scope services. Changes are managed through the service desk ticket management tool.; ; For new work, we follow a prioritisation process that allows you to implement new changes dependent on their priority within your business and the expected time to implement.; ; All change configuration information is captured as part of the change process to create a living knowledgebase of data for your solution.
• Vulnerability management type: Supplier-defined controls
• Vulnerability management approach: Vulnerabilities can be identified through proactive monitoring of RPA audit logs. Any identified are then sent to the client for a decision on what remediation action should be taken. Upcoming changes to software provided by vendors proactively assessed and forwarded to the client to allow time to prepare for any security fixes which need to be implemented.
• Protective monitoring type: Supplier-defined controls
• Protective monitoring approach: Vulnerabilities are identified through proactive monitoring of RPA audit logs. Any identified are then sent to the client for a decision on what remediation action should be taken.
• Incident management type: Supplier-defined controls
• Incident management approach: The goal of Incident Management is to restore normal service operation as quickly as possible and minimise the adverse effect on business operations.; ; Incidents are raised through the online support portal, or email to the Service Desk. The Service Desk is the central coordination point for receipt and management of all Incidents requiring Robiquity’s support. Each Incident is logged as a separate Incident record and given a unique reference identifier within the Service Desk system.

Secure development

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

Public sector networks

• Connection to public sector networks: No

Social Value

• Fighting climate change:

  Fighting climate change

  As part of Robiquity values of 'community and planet', we are dedicated to reducing unnecessary waste, organisational carbon footprint and using renewable energy sources where and when available.
• Covid-19 recovery:

  Covid-19 recovery

  Robiquity is committed to supporting organisations and businesses to manage and recover from the impacts of COVID-19, including where new ways of working are needed to deliver services.
• Tackling economic inequality:

  Tackling economic inequality

  Robiquity provide training opportunities for individuals impacted by current economy inequality, enabling future careers in the intelligent automation industry.
• Equal opportunity:

  Equal opportunity

  Robiquity has a long running diversity and inclusion programme, with D&I training rolled out across the business. We have an equal opportunity and diversity policy to ensure all members of our workforce are supported and included.
• Wellbeing:

  Wellbeing

  Robiquity encourage wellbeing and mindfulness to all members of staff. The GoVida app is deployed to all members of the workforce to encourage health, mindfulness and contribution to local charities.

Pricing

• Price: £450 a unit a day
• Discount for educational organisations: Yes
• Free trial available: Yes
• Description of free trial: Through Robiquity's RPA partners we can provide a free of charge evaluation licence for proof of values. Please note services are still chargable.

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