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

Service scope

Software add-on or extension: Yes
What software services is the service an extension to: Chatbots, Intelligent OCR, Machine Learning, BI, Artificial Intelligence, Cognitive technologies, Low Code, No code.
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: Our Managed Service provides organisations with access to our ITSM tool to log and manage open tickets. Our support response times are based on the critically of tickets and can be customised based on your requirements. Standard response times are: P1 - Critical - 2 hours P2 - Important - 8 hours P3 - Non-critical - 2 business days P4 - How to advice / change request - 3 business days. Our average response time for all priorities is less than 30 minutes. Key metrics from our service: 99% process uptime 100% response SLA +95% resolution SLA.
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: Standard response times are: P1 - Critical - 2 hours P2 - Important - 8 hours P3 - Non-critical - 2 business days P4 - How to advice / change request - 3 business days. Support services range from 9-5pm 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, and 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 Discovery phase using Service Design which involves a series of technical and business workshops to discover AI and 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 ‘AI and Automation anxiety.’

Robiquity also offer an AI Roadmap Assessment, comprising of process discovery, analysis and prioritisation based on specific business drivers and deep expertise in AI, Intelligent Automation and RPA feasibility and complexity. We provide support tailoring business cases and AI roadmaps that focus on specific strategic end to end solutions first, followed by more tactical solutions aligning to your overall strategy.

We also deliver a range of training, classroom or remote, including development bootcamps (UiPath, Blue Prism, Microsoft Power Platform), 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 Centre of Excellence.
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 AI solutions 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: As part of a detailed handover we provide training, support and follow a formal acceptance criteria staged exit. Service disconnection is performed when a managed service contract ends or when the client is satisfied they can operate independently. All documentation (including solution design, test plans and operational handbooks) and solution 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 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 solution, we have the ability to connect services to deliver business outcomes.
API documentation: Yes
API documentation formats: PDF
API sandbox or test environment: Yes
Customisation available: Yes
Description of customisation: Our solutions are entirely customisable – we integrate user interfaces or APIs to connect to applications and websites, client specific or otherwise. Using AI, IA or RPA we can create or a enhance business process that is bespoke to your applications, environments and business requirements.
Our Discovery Phase include a series of detailed Service Design techniques during business and technical workshops that enable us to understand your key value drivers and technology architecture, so we can create a customised process, technology and environment recommendation. We are tech-agnostic, and therefore believe in adopting the best technology for the solution.
During our Discovery phase we include a AI Roadmap Assessment, we host workshops with a variety of business leaders, managers and process SMEs to identify, analyse and prioritise processes to apply AI, Intelligent Automation or RPA based on specific business value drivers and KPIs. These solutions 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 metrics are tracked and reported on a time saved, cost reduction and/or avoidance, revenue generation, return on investment and end-to-end process time. Estimated figures are reported initially in workshop outputs incl. 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, ABBYY, Appian

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 our 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 AI, IA and RPA installations.
Access restriction testing frequency: At least every 6 months
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 AI, IA and 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: Citation ISO Certification
ISO/IEC 27001 accreditation date: 19/03/2024
What the ISO/IEC 27001 doesn’t cover: Anything outside of provision of automation consultancy, training and managed services.
ISO 28000:2007 certification: No
CSA STAR certification: No
PCI certification: No
Cyber essentials: Yes
Cyber essentials plus: Yes
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 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 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
Covid-19 recovery
Tackling economic inequality
Equal opportunity
Wellbeing

Fighting climate change

As part of the Robiquity value 'Show we care', we are dedicated to reducing unnecessary waste, organisational carbon footprint and using renewable energy sources where and when available. We have an environmental policy committing to assess and regularly re-assess the environmental effects of the Organisations activities.

Covid-19 recovery

Many businesses faced redundancies during the pandemic. To cope with reduced workforce, they turned to automation to maintain productivity.
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

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

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

Robiquity encourage wellbeing and mindfulness to all members of staff. Vitality is offered to all members of the workforce, and there is a wellbeing policy to encourage health and mindfulness.

Pricing

Price: £450 to £1,500 a unit a day
Discount for educational organisations: Yes
Free trial available: Yes
Description of free trial: Through Robiquity's Technology partners we can provide a free of charge evaluation licence for proof of values. Please note services are still chargeable.

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

Features

Benefits

Service documents

Framework

Service ID

Contact

Service scope

User support

Onboarding and offboarding

Using the service

Scaling

Analytics

Resellers

Staff security

Asset protection

Data importing and exporting

Data-in-transit protection

Availability and resilience

Identity and authentication

Audit information for users

Standards and certifications

Security governance

Operational security

Secure development

Public sector networks

Pricing

Service documents

Cookies on Digital Marketplace

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

Features

Benefits

Pricing

Service documents

Framework

Service ID

Contact

Service scope

User support

Onboarding and offboarding

Using the service

Scaling

Analytics

Resellers

Staff security

Asset protection

Data importing and exporting

Data-in-transit protection

Availability and resilience

Identity and authentication

Audit information for users

Standards and certifications

Security governance

Operational security

Secure development

Public sector networks

Social Value

Pricing

Service documents