Connect Assist Limited

LG Assist (CRM) Quick Start Package

A robust quick start package for Oracle Service Cloud Software (CRM) designed specifically for Local Government. This customer management platform (CRM) enables end-to-end digital self-service across a range of service areas. It is a comprehensive platform for omni-channel contact management implemented in a rapid, low risk package.

Features

• Oracle Service Cloud
• Customer Service
• Customer Experience
• Customer Management
• Core package and optional bolt-on modules
• e-forms
• Citizen Portal
• Digital Self-Service
• Light Deployment

Benefits

• Subscription (license), implementation and support in one simple package
• Light solution and rapid deployment
• Finance options to suit cap-ex or op-ex budgets
• Choice of bolt-on modules allows flexibility to suit operational priorities
• Improve Citizen Experience through joined up end-to end service journeys
• Improved agent and back-office experience through compliant integrations
• Single view of customer support
• Drive channel shift from traditional to digital channels

£708 a licence a year

Service documents

• Pricing document

  PDF

• Skills Framework for the Information Age rate card

  PDF

• Service definition document

  PDF

• Terms and conditions

  PDF

• Modern Slavery statement

  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 richard.george@connectassist.co.uk. Tell them what format you need. It will help if you say what assistive technology you use.

Framework

G-Cloud 13

Service ID

396542106672216

Contact

Richard George
07973640527
richard.george@connectassist.co.uk

Service scope

• Software add-on or extension: Yes
• What software services is the service an extension to: Oracle Service Cloud
• Cloud deployment model:
  • Public cloud
  • Hybrid cloud
• Service constraints: The Local Government Quick Start package for Oracle Service Cloud is for Oracle Service Cloud only. The scope of the implementation is fixed as detailed in the Service Definition Document.
• System requirements:
  • Windows
  • Application averages payload requests range from 1KB - max 2MB
  • .NET Framework Version 4.6.2 to 4.71

User support

• Email or online ticketing support: Email or online ticketing
• Support response times: Target response times will be discussed with the customer at the point of agreeing the schedules to the call off contract
• 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: The web chat system allows many types of assistive technology, such as screen readers, to be used.
• Onsite support: Yes, at extra cost
• Support levels: We provide 4 support packages, Gold, Silver and Bronze for full support and Customisation Only support where Connect Assist has customised or extended the platform. Each has commensurate price and SLAs.; - Gold: 20% of annual Oracle Service Cloud license fees - INCLUDED ; - Silver: 15% of annual Oracle Service Cloud license fees ; - Bronze: 10% of annual Oracle Service Cloud license fees ; - Customisation Only: 30% of the cost of customisation based on the day rate and the number of days of customisation provided. We provide 1st 2nd and 3rd line support engineers.
• Support available to third parties: Yes

Onboarding and offboarding

• Getting started: Connect Assist supports users with all aspects of on-boarding and off-boarding from requirement capture and specification through to off-boarding where required.
• Service documentation: Yes
• Documentation formats:
  • HTML
  • PDF
• End-of-contract data extraction: On-time export provided by Oracle
• End-of-contract process: After termination or expiration of the Services under Your order, or at Your request, Oracle will delete or otherwise render inaccessible the production Services, including Your Content residing therein, in a manner designed to ensure that they cannot reasonably be accessed or read, unless there is a legal obligation imposed on Oracle preventing it from deleting all or part of the service environment.

Using the service

• Web browser interface: Yes
• Supported browsers:
  • Microsoft Edge
  • Firefox
  • Chrome
  • Safari
• Application to install: Yes
• Compatible operating systems:
  • IOS
  • Windows
• Designed for use on mobile devices: Yes
• Differences between the mobile and desktop service: Browser UI used on mobiles - Suitable for agents not suitable for system administrators. Administrators use .Net application on desktop.
• Service interface: Yes
• User support accessibility: WCAG 2.1 AA or EN 301 549
• Description of service interface: There are service portals for some types of instance provisioning and administration.
• Accessibility standards: WCAG 2.1 AA or EN 301 549
• Accessibility testing: No testing beyond ensuring that they work in standard browsers
• API: Yes
• What users can and can't do using the API: Connect REST API (REST API) allows integration with the Oracle Service Cloud platform using representational state transfer (REST) web services. ; ; Connect PHP API (PHP API) is a public API that enables customers and partners to integrate with the Oracle Service Cloud platform using PHP scripts. Connect PHP API is primarily used to integrate with the customer portal. ; ; .NET API is an add-in framework for the Oracle Service Cloud platform that enables customers and partners to build custom .NET components, controls, and applications for the agent desktop.; ; Connect Desktop Integration (JavaScript API) is a public API that enables customers and partners to integrate data contained on a workspace with a web page that is contained on the workspace. ; ; Connect Web Services for SOAP (Connect Web Services) is a backward-compatible, public API that enables customers and partners to integrate with the Oracle Service Cloud platform.. ; ; Connect Knowledge API (Knowledge API) is a public API that enables customers and partners to leverage the Oracle Service Cloud knowledge base from any external application, device, or service where knowledge is needed.
• 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: Customer Portal look and feel, tools and extensions to the platform.

Scaling

• Independence of resources: Oracle Service Cloud has been designed from the beginning with scalability in mind. It imposes no physical or technical limitations on the total number of concurrent users.; Oracle has experience deploying Oracle Service Cloud in highly available, highly scalable, load-balanced Web server and clustered database server configurations. Oracle has found no limits on the number of agents who can work in the system, and no limits on simultaneous end users. The Oracle Service Cloud hosted solution maintains state-of-the art configurations to help make sure that there are no limitations to the maximum amount of hardware usage.

Analytics

• Service usage metrics: Yes
• Metrics types: Oracle will provide the customer with access to a customer notifications portal. This portal will provide metrics on system availability for Cloud services purchased under the ordering document. If metrics for certain Cloud services are not available on the customer notifications portal, Oracle will provide metrics on system availability upon receipt of a service request submitted by the customer.
• Reporting types: Regular reports

Resellers

• Supplier type: Reseller providing extra support
• Organisation whose services are being resold: Oracle

Staff security

• Staff security clearance: Other security clearance
• 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: Supplier-defined controls
• Penetration testing frequency: At least once a year
• Penetration testing approach: ‘IT Health Check’ performed by a CHECK service provider
• Protecting data at rest:
  • Physical access control, complying with another standard
  • Other
• Other data at rest protection approach: Physical access to Oracle cages within data centres controlled via badge and biometric measures. Access Control Lists verified by Oracle support managers. Database encryption at rest option. Backup tapes encrypted.
• 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: On the most basic level data can exported from Oracle Service Cloud using a simple file (excel,csv etc.), but both real-time and batch data transfer can be automated using Oracle Service Cloud's API.
• Data export formats: CSV
• Data import formats:
  • CSV
  • Other
• Other data import formats:
  • HTML
  • Excel
  • XML
  • PDF
  • Tab-delimited
  • Colon-delimited
  • Pipe-delimited

Data-in-transit protection

• Data protection between buyer and supplier networks:
  • TLS (version 1.2 or above)
  • Other
• Other protection between networks: IPSec VPN available as an option
• Data protection within supplier network: Other
• Other protection within supplier network: Data-in-transit within Oracle internal network is unencrypted. However it is monitored by the McAfee Intrusion Detection System (IDS) for detection of anomalous and/or malicious activity.

Availability and resilience

• Guaranteed availability: Oracle works to meet the Target Service Availability Level, or Target Uptime, of 99.5% in accordance with the terms set forth in the Cloud Service Pillar documentation for the applicable Cloud Service.
• Approach to resilience: Redundancy is built in to all Oracle Systems. Each site in turn has its own redundancies built in with dual data feeds, backup power solutions and each operated in a N+1 configuration.
• Outage reporting: Outages originating from from Data Centre are initially reported to Oracle via email to nominated support staff. Customers are alerted via emails from relevant Oracle service team to nominated Customer administrators.

Identity and authentication

• User authentication needed: Yes
• User authentication: Username or password
• Access restrictions in management interfaces and support channels: The customer Admin User and the administrators they create including Connect Assist Support Engineers are granted access to the My Oracle Support (MOS) channel. This enables them to raise Service Requests via the MOS Portal or via phone-call.
• Access restriction testing frequency: At least once a year
• Management access authentication: Public key authentication (including by TLS client certificate)

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: You control when users can access audit information
• How long supplier audit data is stored for: At least 12 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: AJA Registrars Ltd
• ISO/IEC 27001 accreditation date: 26/06/2016
• What the ISO/IEC 27001 doesn’t cover: All business activities covered
• ISO 28000:2007 certification: No
• CSA STAR certification: No
• PCI certification: No
• Cyber essentials: Yes
• Cyber essentials plus: Yes
• Other security certifications: Yes
• Any other security certifications: Oracle has SOC1 and 2

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: Information security policies and processes have been assessed as part of IOS 27001 certification.

Operational security

• Configuration and change management standard: Supplier-defined controls
• Configuration and change management approach: The Cloud Change Management process manages the introduction of changes into any Cloud environment and is designed to ensure minimal disruption from planned outages and quick recovery from unplanned outages. Oracle Cloud Operations performs changes to cloud hardware infrastructure, operating software, product software, and supporting application software to maintain operational stability, availability, security, performance, and currency of the Oracle Cloud.
• Vulnerability management type: Supplier-defined controls
• Vulnerability management approach: Oracle Cloud follows a vulnerability management process and procedure that includes identification of vulnerabilities, ranking of vulnerabilities by severity, prioritization of vulnerability remediations by severity and re-testing. All changes required by vulnerability remediations follow our standard change management processes.
• Protective monitoring type: Supplier-defined controls
• Protective monitoring approach: Oracle have implemented protective monitoring controls in order to oversee how Cloud systems are used (or abused) and to assure user accountability for their use of these services. The controls include mechanisms for collecting log information and configuring logs in order to provide an audit trail of security relevant events of interest.
• Incident management type: Supplier-defined controls
• Incident management approach: The Oracle Information Security Incident Reporting and Response Policy details the procedures that must be followed by all Oracle employees should an incident be identified. It includes: ; · Mandatory reporting of security events; · Mandatory reporting of security weaknesses; · Assessment and classification of security incidents; · Incident classification and escalation; · Preservation of evidence

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

  We are ISO:14001 Environmental Management System accredited. Our parent company Maximus UK has also pledged to become a Carbon Positive organisation by 2030.
• Covid-19 recovery:

  Covid-19 recovery

  We were fortunate in being designated as an essential business during the pandemic, affording us the opportunity to support the NHS through our work on the Test and Trace project. One of our key corporate objectives is to offer long-term, sustainable employment to people in our local area. This and engaging in projects focused on positive human outcomes, remain our key measures of achievement.
• Tackling economic inequality:

  Tackling economic inequality

  A key part of our mission is to create sustainable, meaningful jobs. Our location in Nantgarw is purposeful to that simple objective, being an area of high social challenges. We have created over 350 such jobs to date. To deliver frequently challenging work, our staff need to be well supported. Consequently, we offer all employees permanent contracts of employment and pay above the living wage. Annual pay increments are published to help staff plan ahead. We also offer a comprehensive Employee Assistance Programme and, a company-funded Health Cash Plan provided through Healthshield. We support flexible working for family care, health or educational reasons. Our ability to offer secure homeworking means that we can support employees who, for health or mobility reasons, need to work from home.
• Equal opportunity:

  Equal opportunity

  We maintain a comprehensive equal opportunity, inclusivity and diversity policy which is available on request. As importantly, we assert the importance of these standards through our working culture which recently received an 85% approval rating in a recent staff survey.
• Wellbeing:

  Wellbeing

  Our story is one of rapid growth over the last four years particularly. As part of that journey we have standardised contracts, moved to be a real living wage employer (post probation) and put in place a range of non-contributory benefits which offers a range of innovative health and wellbeing solutions and practical support. Implemented in 2020, it has been well-received by our staff. We nurture a culture of open support and provide as many avenues as possible for staff to seek help, emotional support and guidance when needed. Every member of staff is made aware that they can talk with anyone in the organisation they feel comfortable to talk with. For example, if someone was uncomfortable talk to their immediate line manager, they may approach a Contract Manager or any other senior manager. If they wished to speak with someone outside of their immediate team, our HR team operate an open-door policy. For further clinical support, Connect Assist also houses a counselling team supported and managed by a Clinical Lead. In addition to in house support, we also offer a comprehensive Employee Assistance Programme with a company-funded Health Cash Plan including; • 24/7 Helpline and counselling support which offers practical information and emotional support for issues relating to family, bereavement, trauma, relationships, stress, personal legal information, tax information, medical information, money management, alcohol/drugs and debt support. The Helpline is available to for our staff but also their partners and dependents. The ‘GP anytime’ service we provide also enables staff to speak face-to-face with a qualified GP 24/7, with no capped appointment time.

Pricing

• Price: £708 a licence a year
• Discount for educational organisations: No
• Free trial available: No

Service documents

• Pricing document

  PDF

• Skills Framework for the Information Age rate card

  PDF

• Service definition document

  PDF

• Terms and conditions

  PDF

• Modern Slavery statement

  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 richard.george@connectassist.co.uk. Tell them what format you need. It will help if you say what assistive technology you use.