BEEBOT AI LTD

Intelligent Automation AI enabled Platform for local authority Children and Adult Services

Our Intelligent Automation platform acts as a "digital front door" that streamlines and consolidates council services with advanced automation and real-time communication, enhancing efficiency and improving citizen experience. Beebot AI ensures citizens have seamless access to government services, making them more accessible, responsive, and personalised to individual needs.

Features

• Conversational AI
• Robotic Process Automated workflow support
• Rich Analytics
• Automated transaction support
• Real-time 24/7 Q&A and live agent handoff feature
• Information and Service aggregation support
• Configurable citizen support
• Disability support
• Modern Progressive Web Application

Benefits

• Reduce council call centre costs through citizens’ self-service support.
• Automate support queries & administrative tasks across multiple areas
• Analytical insights for strategic council decision-making.
• Automate transactions like forms and applications.
• Significantly increases staff efficiency/productivity, and citizen satisfaction across operations.
• Consolidates third-party services, websites, and information into one ecosystem.
• Provide a personalised experience with support across communities.
• Ensures services are accessible to all users, enhancing inclusivity.
• Multi-device experience without the need to rebuild systems.

£10,000 an instance a year

• Education pricing 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 Zoran.ristic@beebotai.com. Tell them what format you need. It will help if you say what assistive technology you use.

Framework

G-Cloud 14

Service ID

439976182150257

Contact

Zoran Ristic
0161 823 1000
Zoran.ristic@beebotai.com

Service scope

• Software add-on or extension: No
• Cloud deployment model: Public cloud
• Service constraints: Platform is provided on a SAAS basis, and may be subject to short planned maintenance windows that normally take place out of hours.
• System requirements: Use of up to date browsers

User support

• Email or online ticketing support: Email or online ticketing
• Support response times: Support questions can be raised 24x7x365. Response times are based upon impact severity based prioritisation. Target responses for P1, (loss of service etc), are within 2-hours
• 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: We provide two levels of support.; ; 1. Standard telephone/portal support included in the service subscription cost.; 2. We offer a "Hypercare" service whereby our support team provide Platform Management services on behalf of a customers in-house team. The cost is dependant on the level of support required but typically charges start at £4,000 p.a.
• Support available to third parties: Yes

Onboarding and offboarding

• Getting started: A combination of online training and user documentation and an option of a period of "hypercare" where we manage the solution whilst the customer staff learn, "on the job".
• Service documentation: Yes
• Documentation formats: PDF
• End-of-contract data extraction: Data is exported securely using password protected SFTP typically in CSV format.
• End-of-contract process: Relevant Client data is returned to the customer either free or at reasonable fee depending on the scale of the data.; ; Exit services can be agreed, but at a cost based upon a time and materials basis.

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: There are no real differences as we utilise Progressive Web Application technology.
• Service interface: Yes
• User support accessibility: WCAG 2.1 AA or EN 301 549
• Description of service interface: Customer staff have access to a self-service interface to monitor/manage the solution.; ; Council citizens access the platform via a PWA browser interface.
• Accessibility standards: WCAG 2.1 AA or EN 301 549
• Accessibility testing: We have completed an inhouse assessment.
• API: No
• Customisation available: Yes
• Description of customisation: Selection of specific platform modules. This is configured by Beebot.; ; Upload of customer specific content etc - managed through self-service interface.

Scaling

• Independence of resources: Our platform is monitored for capacity load as well as inclusion of some auto-scaling features.

Analytics

• Service usage metrics: Yes
• Metrics types: Includes,; ; Service utilisation, ; User Demographics
• Reporting types: Reports on request

Resellers

• Supplier type: Not a reseller

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: No
• Datacentre security standards: Managed by a third party
• 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 CSA CCM v3.0
  • Encryption of all physical media
• Data sanitisation process: Yes
• Data sanitisation type: Deleted data can’t be directly accessed
• Equipment disposal approach: A third-party destruction service

Data importing and exporting

• Data export approach: Though utilisation of a secure SFTP server using MFA, normally in CSV format, although other formats may be agreed..
• Data export formats: CSV
• Data import formats:
  • CSV
  • ODF

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: PLATFORM UPTIME:- ; Beebot uses Commercially Reasonable Efforts to ensure that the Platform is available 24 hours a day, 7 days a week, with a target for minimum Platform Uptime of 99.5% per calendar month. ; ; PLATFORM DOWNTIME:-; Platform Downtime means any period during which the Platform is unavailable or fails to distribute content, excluding (i) where such unavailability or failure results from causes beyond Beebot’s reasonable control; and (ii) any Scheduled Maintenance time. ; ; SCHEDULED MAINTENANCE:-; Beebot may conduct up to 8 hours of Scheduled Maintenance in each calendar month (the Maintenance Limit). All Scheduled Maintenance shall be conducted (i) between the hours of 12:00a.m. and 6:00a.m. (UK time) or (ii) at any time after supplying the Client with 3 days’ advance notice (the Maintenance Windows).
• Approach to resilience: Available on request
• Outage reporting: Public Dashboard

Identity and authentication

• User authentication needed: Yes
• User authentication:
  • 2-factor authentication
  • Public key authentication (including by TLS client certificate)
• Access restrictions in management interfaces and support channels: Our Access Control policy defines rules for access to various systems, equipment, facilities, and information, based on business and security requirements for access. This includes for management interfaces and support channels measures that include, 1. Least privilege access, 2. Segregation of duties, 3. No shared credentials, and 4. Use of MFA as a minimum
• Access restriction testing frequency: At least once a year
• Management access authentication:
  • 2-factor authentication
  • Public key authentication (including by TLS client certificate)

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 6 months and 12 months
• Access to supplier activity audit information: Users contact the support team to get audit information
• How long supplier audit data is stored for: At least 12 months
• How long system logs are stored for: At least 12 months

Standards and certifications

• ISO/IEC 27001 certification: Yes
• Who accredited the ISO/IEC 27001: CQS (Certified Quality Systems) Ltd
• ISO/IEC 27001 accreditation date: 18/04/2024
• What the ISO/IEC 27001 doesn’t cover: N/A
• ISO 28000:2007 certification: No
• CSA STAR certification: Yes
• CSA STAR accreditation date: 19/06/2023
• CSA STAR certification level: Level 1: CSA STAR Self-Assessment
• What the CSA STAR doesn’t cover: N/A
• PCI certification: No
• Cyber essentials: Yes
• 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: We operate an ISO27001 compliant Information Security Management System that meets all of the policy and procedure requirements of our business and our products and service. This is supported by senior management and cascaded down through the organisation with information security obligations enforced through staff contracts of employment and standard supplier terms and conditions.

Operational security

• Configuration and change management standard: Supplier-defined controls
• Configuration and change management approach: Our Change Management policy establishes management direction and high-level objectives for change management and control. The policy ensures the implementation of change management and control strategies to mitigate associated risks, such as;; ; information being corrupted and/or destroyed,; computer performance being disrupted and/or degraded,; productivity losses being incurred,; exposure to reputation risk.; ; The policy covers the data networks, local servers and personal computers (stand-alone or network-enabled) located at offices and other locations, where these systems are under the owner-ship of the organisation. This includes any personal computers, laptops, mobile devices and servers authorised to access the organisation’s data networks.
• Vulnerability management type: Conforms to a recognised standard, for example CSA CCM v3.0 or SSAE-16 / ISAE 3402
• Vulnerability management approach: Our security management process includes regular risk assessments and compliance audits to ensure adherence to industry standards and regulatory requirements. To support these efforts, we invest in continuous employee training and awareness programs, fostering a proactive security culture.; ; Security Monitoring:- Implementation of robust security monitoring and log management capabilities to detect and respond to security incidents in real-time. Threat intelligence is provided as part of our Cyber Insurance Policy.; ; Vulnerability Management:- Through an established process for regularly identifying, assessing, and remediating vulnerabilities in the organisation's IT infrastructure and applications. Patch management is outsourced through our use of MS Azure services.
• Protective monitoring type: Conforms to a recognised standard, for example CSA CCM v3.0 or SSAE-16 / ISAE 3402
• Protective monitoring approach: Our approach is underpinned by robust security policies and procedures, which are regularly reviewed and updated to reflect the latest cyber threats and technological advancements. We employ advanced monitoring tools and techniques to detect and respond to security incidents in real time, minimising potential impacts.
• 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: This is defined by our Incident Management Policy that applies to all employees, contractors, clients, and third-party suppliers of Beebot AI. It encompasses all aspects of incident management, including risk mitigation, incident identification, response, resolution, and post-incident analysis, affecting our information systems, services, data, network, and physical security.; ; RESPONSIBILITIES:-; Incident Management Team: Oversees the incident management process, including risk mitigation strategies and coordination of response efforts.; ; Employees:- Required to report any suspected incidents immediately and cooperate with the Incident Management Team.; ; Support Departments (HR, Legal, PR):- Provide necessary support, especially in sensitive cases involving data breaches or legal implications.

Secure development

• Approach to secure software development best practice: Independent review of processes (for example CESG CPA Build Standard, ISO/IEC 27034, ISO/IEC 27001 or CSA CCM v3.0)

Public sector networks

• Connection to public sector networks: Yes
• Connected networks: NHS Network (N3)

Social Value

• Social Value:

  Social Value

  • Fighting climate change
  • Tackling economic inequality
  • Equal opportunity
  • Wellbeing

  Fighting climate change

  The provision and promotion of a digital solution that encourages people to engage with a council online, reduces the need for a citizen to travel for face to face meetings thereby reducing travel and carbon impact. Additionally, our Environmental Sustainability policy promotes cycling, where possible, the use of Electrically powered vehicles where possible, and in our offices we encourage recycling and a reduction in the consumption of unnecessary resources .

  Tackling economic inequality

  Beebot has a commitment to all employees being paid at least the real living wage as a minimum. Our solutions assist Council customers in the support of its economically challenged citizens.

  Equal opportunity

  Our recruitment policy ensures that there is no employment discrimination on the grounds of gender, colour, age, sexual persuasion, or dissability.

  Wellbeing

  The Beebot solution provides easily accessible support to adults, parents, families and carers that by addressing their concerns will help improve their wellbeing and welfare.

Pricing

• Price: £10,000 an instance a year
• Discount for educational organisations: Yes
• 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

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 Zoran.ristic@beebotai.com. Tell them what format you need. It will help if you say what assistive technology you use.