XEROX (UK) LIMITED

Xerox Data Subject Access Request Service

Xerox Data Subject Access Request (DSAR) Service addresses the continually growing challenge of responding to high volume or complex Data Subject Access Requests in compliance with UK GDPR and Data Protection law, using Workflow Automation, Robotic Process Automation, Artificial Intelligence and Digital/Physical communications.

Features

• Multi-user Collaboration
• Automation of management and tracking of DSAR cases and resources
• Data collection orchestration
• Automatic Discovery of Personal Data and sensitive information
• Data de-duplication and email de-threading
• One Click Data Set Redaction
• Additional manual find, redact, un-redact capabilities
• "Burnt in" redacted disclosures, prevents removal of redaction
• Audit notes and approval workflow
• Secure sharing of redacted disclosures via Portal or Xerox Mail

Benefits

• Improve information security
• Reduce risk of reputational damage
• Improve defensibility of process and disclosures
• Improve quality and integrity of search, redact and review
• Improve compliance
• Reduce mundane, repeatable, high frequency activities
• Free valuable Human Resources to complete high value intelligence work
• Speed through high volumes of information up to 90% faster
• Improve resource management and data collection
• Have one single view of DSARs status and performance

• 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 uxb.bidteam@xerox.com. Tell them what format you need. It will help if you say what assistive technology you use.

Framework

G-Cloud 15

Service ID

412731603204023

Contact

Steve Young
01895251133
uxb.bidteam@xerox.com

About your service

• Service categories:

  Applications

  Content workflow and management

  • Capture
  • Document
  • Media Services
  • Creative
  • EDiscovery and forensics

  Content services

  • Enterprise Content Management Applications
  • Content Sharing and Collaboration Applications

  Persuasive content management

  • Website Software
  • Digital Asset Management Applications
  • Product Content Management Applications
  • Content Marketing Applications
  • Video Platforms
  • Digital Adoption Platform

  Enterprise portals and digital workspaces

  • Multi-Audience Portals
  • Integrated Employee Workspaces
• Multi cloud support: No

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: Intranet collaborative platform, public facing site for sharing content, in-house content repository and archiving solutions. Microsoft Office 365.
• Cloud deployment model:
  • Public cloud
  • Private cloud
• Service constraints: For optimum performance, it is advised that the client hardware devices meet a minimum specification.
• System requirements:
  • 8 GB Ram minimum, 16 GB Recommended
  • Google Chrome (latest), Microsoft Edge - Chromium (latest)

User support

• Email or online ticketing support: Yes
• Support response times: All support queries are answered within 4 - 8 hours during normal support hours (Monday-Friday, 9-5:30pm), depending on severity. Extended / enhanced support agreements are available.
• User can manage status and priority of support tickets: No
• Phone support: Yes
• Phone support availability: 9 to 5 (UK time), Monday to Friday
• Web chat support: No
• Onsite support: Yes, at extra cost
• Support levels: Level 1: Initial contact with customer via telephone, support request web-form, or email. Validates customer entitlement for support Gathers description of customer support request and issue. Checks the support knowledge base for possible solutions and provides appropriate solutions to the customer. Escalates issue to Level 2 Level 2: Works with customer to investigate the issue, gather additional troubleshooting data. Uses Web conferencing/Remote Access to observe issue while the customer replicates the issue. Uses Web Conferencing/remote Access to guide the customer in additional troubleshooting, resolving the issue, or implementing a work-around solution. Replicates issue on support lab servers for further troubleshooting. Level 2 is also the primary contact between support and the customer until the issue is resolved. Escalates issue to Level 3 if required Level 3: Works with Level 2 to develop possible solutions or a work around to issues that cannot be resolved by level 2 in a timely manner. Level 3 acts as liaison to Engineering (Level 4) and engages engineering for additional troubleshooting help. Level 4: Software engineers and solution developers work with Level 3 to resolve high severity issues. Provides additional troubleshooting skills and tools to gather DEBUG information. Develops work-around solutions, hot fixes, and patches.
• Support available to third parties: Yes

Onboarding and offboarding

• Getting started: 1 or 2 days training for basic or advanced usage certification of users. This can be delivered on-site or by Teams call. Additionally self-help documentation, built-in support and Customer Success Managers are provided to all clients.
• Service documentation: Yes
• Documentation formats: HTML
• End-of-contract data extraction: Data export and download is a self-service process direct from the Service. To export files and metadata as XML files and/or for especially large volumes, the Xerox service team can be engaged to assist with the process at standard Professional Services rates.
• End-of-contract process: Organisations have the opportunity to: - Renew their contract - Pay for cold storage only - Terminate without penalty.
• Documentation accessibility standard: WCAG 2.2 AA

Using the service

• Web browser interface: Yes
• Supported browsers:
  • Microsoft Edge
  • Chrome
• Application to install: No
• Designed for use on mobile devices: No
• Service interface: No
• User support accessibility: WCAG 2.2 AA
• API: Yes
• What users can and can't do using the API: The Data Collection module DocuShare offers a complete Java API, which includes a collection of Java libraries and methods that enable external systems to communicate. This API lets developers integrate with third-party applications running on the Java platform, and offers the most direct interface to the Data Collection Server. In addition, Xerox Production Workflow Manager provides customised data collection workflows from multiple customer data sources via API calls to those applications.
• API documentation: Yes
• API documentation formats:
  • HTML
  • PDF
  • Other
• API sandbox or test environment: Yes
• Customisation available: No

Scaling

• Independence of resources: Resources are dedicated and scaled with regards to customer needs.

Analytics

• Service usage metrics: Yes
• Metrics types: Current, lifetime, and monthly storage usage (in gigabytes). Number of documents and objects on site (overall site statistics). Workflow status, documents or objects per user, quotas .
• Resource tagging: Yes
• FOCUS resource tagging: Yes

Resellers

• Supplier type: Reseller providing extra features and support
• Organisation whose services are being resold: Smartbox.ai

Staff security

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

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: Another external penetration testing organisation
• Protecting data at rest:
  • Physical access control, complying with CSA CCM v4.0
  • Physical access control, complying with another standard
  • Encryption of all physical media
  • Scale, obfuscating techniques, or data storage sharding
• Data sanitisation process: Yes
• Equipment disposal approach: Complying with a recognised standard, for example CSA CCM v4.0, CAS (Sanitisation) or ISO/IEC 27001
• Data sanitisation type: Deleted data can’t be directly accessed / Cryptographic Erasure

Data importing and exporting

• Data export approach: Users with write privileges can download documents and objects directly from the web interface menu.
• Data export formats:
  • CSV
  • Other
• Other data export formats:
  • PDF
  • XML
  • In the same format it was ingested
• Data import formats:
  • CSV
  • ODF
  • Other
• Other data import formats:
  • PDF
  • Image (PNG, JPG, JPEG, GIF, etc.)
  • All Microsoft office formats
  • Email (EML, PST, MSG, OLM, MBOX, etc.)
  • Any file can be uploaded (even proprietary)
  • Batch import metadata & files require separate XML or CSV

Data-in-transit protection

• Data protection between buyer and supplier networks: TLS (version 1.2 or above)
• Data protection within supplier network: TLS (version 1.2 or above)

Availability and resilience

• Guaranteed availability: As agreed in the Services Agreement signed between parties
• Approach to resilience: We make use of standard failover resiliency between Availability Zones in AWS by using a fully containerised and multi-AZ architecture which simply provisions containers as required in available AZs. Limitation on this is that no client data may ever leave the local data centre, as such there is no disaster recovery to other geographies. Other components utilise the same capabilities within Microsoft Azure.
• Outage reporting: Email Alerts

Identity and authentication

• User authentication needed: Yes
• User authentication:
  • Multi-Factor Authentication (MFA)
  • Username or password
• Access restrictions in management interfaces and support channels: Formal registration & de-registration process to enable assignments of access rights. - Allocation & privileged access rights shall be restricted & controlled. - Allocation of secret authentication information (passwords) controlled through a formal management process. - Asset owners shall review user access rights at regular intervals using a formal process. - For employees & external parties shall be removed on termination of employment, contract, agreement or adjusted upon change.
• Access restriction testing frequency: At least every 6 months
• Management access authentication:
  • Multi-Factor Authentication (MFA)
  • 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: No audit information available
• How long system logs are stored for: Between 1 month and 6 months

Security governance

• Named board-level person responsible for service security: Yes
• Security governance certified: Yes
• Security governance standards:
  • ISO/IEC 27001
  • Other
• Other security governance standards: The Xerox Information Security Policy, Infosec001, is aligned to the ISO27001 key controls and the policy is supplemented by additional documents detailing specific requirements to meet the policy. Specific locations and services in Xerox are certified to ISO27001.
• Information security policies and processes: Xerox utilise a documented framework (Xerox InfoSec 001) for security governance both at a company level and specific to the service which is aligned to NCSC guidance and ISO27001. This provides assurance that reporting is completed and reviewed across all aspects of the service. The Xerox CEO has ultimate responsibility for security. Xerox’s commitment to Information Security is communicated throughout the organisation and its partners, and is evidenced by board level approval of the Xerox Information Security Policy. The Information Security-related responsibilities of the CEO include: • Overall control and management of Information Security for Xerox in the UK; • Overall information risk ownership; • Provision of adequate resources for Information Security; and, • Approval authority for Information Security policy. • Reporting compliance Reporting is subject to review by senior management. There are processes in place to review and understand any current legal and regulatory requirements and to review an implement any future changes. The Xerox Information Security team monitor various sources for changes to legislation and are currently on the UK Government CiSP which allows us to engage with Government on proposed changes.
• Software Security Code of Practice: Yes

Operational security

• Configuration and change management standard: Complies with a recognised standard, for example CSA CCM v4.0 or SSAE-18 / ISAE 3402
• Configuration and change management approach: Utilisation of Industry standard Change management from beginning to end of contract life. All changes are validated against NIST standards and for any potential security risk or security impact.
• Vulnerability management type: Complies with a recognised standard, for example CSA CCM v4.0 or SSAE-18 / ISAE 3402
• Vulnerability management approach: Utilisation of real-time vulnerability scan and network analysis, all remediation is automated and responded to within in moments of identification. Critical security patches are deployed within 72 hours of notice of availability. System patches are applied within 14 days of availability for non-critical patches. Our resources for threats is derived from multiple sources including Threat management / remediation provider.
• Protective monitoring type: Complies with a recognised standard, for example CSA CCM v4.0 or SSAE-18 / ISAE 3402
• Protective monitoring approach: Record user activities, exceptions, faults & information security events produced, kept & regularly reviewed Logging facilities & information protected against tampering & unauthorised access System Administrator & system operator activities logged & logs protected & regularly reviewed Clocks of all relevant systems synchronised with agreed accurate time source Incidents are dealt with in accordance with our documented Incident Management processes.
• Incident management type: Complies with a recognised standard, for example, CSA CCM v4.0 or ISO/IEC 27035:2011 or SSAE-18 / ISAE 3402
• Incident management approach: Pre-defined to ensure quick, effective & orderly response to information security incidents. Reported through appropriate management channels as quick as possible Employees, contractors & third party users of information systems & services required to note & report observed or suspected weaknesses in system or services Shall be assessed & decided if classified as information security incidents Responded to in accordance with a documented procedure Knowledge gained from analysing & resolving incidents used to reduce likelihood or impact of future incidents Define & apply procedures for identification, collection, acquisition & preservation of information which can serve as evidence
• Post-quantum cryptography secure: Yes

Secure development

• Approach to secure software development best practice: Conforms to a recognised standard, but self-assessed

Public sector networks

• Connection to public sector networks: No

Pricing

• Discount for educational organisations: Yes
• Free trial available: No

Discount percentage by annual call-off contract value (excluding VAT)

• Less than £250,000: 0.01%
• Between £250,000 and £500,000: 0.01%
• Between £500,001 and £1,000,000: 0.01%
• Between £1,000,001 and £2,500,000: 0.01%
• Between £2,500,001 and £5,000,000: 0.01%
• Over £5,000,001: 0.01%

Non-mandatory Standards and certifications

• ISO/IEC 27001 certification: Yes
• Who accredited the ISO/IEC 27001: BSI
• ISO/IEC 27001 accreditation date: Thursday 11 July 2024
• What the ISO/IEC 27001 doesn’t cover: N/A
• ISO 28000:2022 certification: No
• ISO 9001 certification: Yes
• Who accredited the ISO 9001 certification: BSI
• ISO 9001 accreditation date: Friday 15 March 2024
• What the ISO 9001 doesn’t cover: N/A
• Quality management systems (QMS): Yes
• CSA STAR certification: No
• PCI certification: No
• Cyber essentials: Yes
• Please provide your Cyber Essentials Certificate Number: 0eab3d37-9204-413e-9c9c-bd6fd5e69c99
• Cyber essentials plus: Yes
• Please provide your Cyber Essentials Plus Certificate Number: Ce7299cc-729f-4f32-81fb-f3bc41540d66
• Other security certifications: No

Social value

• Section B - Commitment for Future: Delivery:

  • Mission: Make Britain a clean energy superpower: To cut bills, create jobs and deliver security with cheaper, zero-carbon electricity by 2030, accelerating to net zero

    Policy Outcome 4: Sustainable procurement practices: Reducing carbon footprints, minimising waste, and promoting the use of clean energy and green technologies.

    • Understanding of opportunities for additional environmental benefits delivery in the performance of the contract, including working towards net zero carbon emissions and use of clean energy and green technologies

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 uxb.bidteam@xerox.com. Tell them what format you need. It will help if you say what assistive technology you use.