Ernst & Young LLP (EY)

AI Enabled Automation Platforms and Software

Technology-enabled transformation for Government; offering automation software licence resale as well as end-to-end AI enabled automation implementation services. Merging Artificial Intelligence (AI), generative AI, Robotic Process Automation (RPA) and advanced analytics to accelerate complex business processes and make human-like decisions.

Features

• Microsoft, UIPath, Automation Anywhere, Blue Prism, PEGA and Celonis partner
• Resale of automation partner software licences
• Managed service implementation and operation
• Automation Centre of Excellence (CoE) setup, operating model playbook design
• AI Enabled Automation strategy, assessment and framework definition
• Automation opportunity audit, assessment, profiling and value case development
• Programme management and governance, people and change, risk and compliance
• Automation build, test and release, including infrastructure design and support
• Underpinned by our Analytics Operating Model proven across Government.
• AI, Gen-AI, machine learning, communication/ process mining, intelligent document understanding

Benefits

• Automation of simple-to-complex functions safely reliably and at scale
• Value-oriented prioritisation for developing automation analytics
• Realises cost efficiencies through reliable and scalable technologies
• Integrates with the human workforce to deliver value across Government
• Delivering repetitive, rules-based processes and more complex cognitive tasks
• Strategies to retain quality under rapid response
• Meeting the needs of citizens and communities more quickly
• Rapidly mobilised, rapidly scaled, readily transferred to support
• Integrates process automation, AI, mobile, analytics, cloud and intelligence-driven automation
• Enabling strategic transformation and organisational change

£240 to £2,600 a unit a day

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 EYTenders@uk.ey.com. Tell them what format you need. It will help if you say what assistive technology you use.

Framework

G-Cloud 14

Service ID

455833133578115

Contact

EY Tenders
+44 (0) 20 7951 2000
EYTenders@uk.ey.com

Service scope

• Software add-on or extension: Yes
• What software services is the service an extension to: At EY, we provide services designed to harness the power of AI Enabled Automation, using technologies including RPA, OCR, Chatbots, Machine Learning, AI and process mining. We offer resale of automation licences through our vendor partnerships. Rather than prescribing specific technologies, our approach is to align with your business needs.
• Cloud deployment model:
  • Public cloud
  • Private cloud
  • Hybrid cloud
• Service constraints: EY is a regulated provider of audit services. In the event of conflict with regulatory provisions, EY may not be able to provide services. We will work with you during the proposal stage to identify any such constraints.
• System requirements:
  • Requirements depend on software used. Examples would be:
  • 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
  • SQL Server

User support

• Email or online ticketing support: Yes, at extra cost
• Support response times: EY understands that each process to a varying degree, will be critical to your underlying business and disruption to the service will impact cost, credibility, and loss of time. We will work with you to agree service levels that are propositional to the impact felt from disruption. Our response time would be 30 minutes for a Priority 1 ticket, 1 hour for Priority 2 ticket, 6 hours for Priority 3 ticket and 8 hours for Priority 4 ticket.
• User can manage status and priority of support tickets: Yes
• Online ticketing support accessibility: WCAG 2.1 AA or EN 301 549
• Phone support: No
• Web chat support: No
• Onsite support: Yes, at extra cost
• Support levels: EY has a leading IA support and maintenance team, supporting over 3,000 unattended automations and over 150,000 internal attended automations. With customisable, repeatable operating procedures our service ensures seamless maintenance of your virtual workforce.; ; Below is our tiered support function, we will build on and align with your current support practises to ensure smooth transition:; ; • Level 1 - Triaging and preparing a high-level analysis based on known errors, with an emphasis on recovery. The support and maintenance members responsible for triaging are experienced technical leads with in-depth technical knowledge of IT systems and the automation solution.; • Level 2 - Once the ticket has been triaged and assigned the appropriate priority, the ticket is directed to the party responsible for resolution. The support and maintenance team monitor and report the progress of the ticket to relevant parties. ; • Level 3: If the issue requires input from automation tool vendors, the team engage with the relevant support network as outlined in the licensing agreement. ; Once the issue is resolved, the team will co-ordinate with the business process analyst to verify the fix, close the ticket and issue an incident summary report to relevant stakeholders. ; ; We provide a technical account manager.
• Support available to third parties: Yes

Onboarding and offboarding

• Getting started: EY offer end-to-end assistance to clients looking to harness AI Enabled Automation to transform their business. This can include development of Automation strategy, set up / refinement of an Automation Centre of Excellence (ACoE), operating model design, developing a compelling value case, service implementation and operation, infrastructure design and support depending on your requirements.; Our automation software partner providers provide learning materials and training courses (classroom or remote) via online learning portals and platforms. The exact suite of training resources and offerings varies by automation vendor. EY is partnered with these automation software providers and can also offer bespoke training according to requirements. Further online resources including documentation, guides, FAQs, knowledge hubs are also available.
• Service documentation: Yes
• Documentation formats:
  • HTML
  • PDF
• End-of-contract data extraction: It should be noted that automation platforms are not data sources or systems of record. Approach will depend on the software and hosting options selected. EY will discuss data extraction options for the conclusion of contract.
• End-of-contract process: End of contract process will be provided in user agreements and may differ depending on the automation software purchased.

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: No
• Service interface: No
• User support accessibility: WCAG 2.1 AA or EN 301 549
• API: No
• Customisation available: No

Scaling

• Independence of resources: Cloud based automation platforms are designed to be scalable to match demand. Virtual workers can also be added or removed according to demand to ensure consistency of service.

Analytics

• Service usage metrics: Yes
• Metrics types: Analytics and metrics for automation solutions vary according to the specific licenses and vendors. If support in analysis and metrics is needed, EY are able to offer data visualization support within the parameters of the agreed-upon scope of services.
• Reporting types:
  • API access
  • Real-time dashboards
  • Regular reports
  • Reports on request

Resellers

• Supplier type: Reseller providing extra features and support
• Organisation whose services are being resold: Microsoft, UIPath, Automation Anywhere, Blue Prism, PEGA, Celonis automation licences

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)
  • Other locations
• User control over data storage and processing locations: Yes
• Datacentre security standards: Managed by a third party
• Penetration testing frequency: At least once a year
• Penetration testing approach: Another external penetration testing organisation
• Protecting data at rest:
  • Physical access control, complying with CSA CCM v3.0
  • Physical access control, complying with SSAE-16 / ISAE 3402
  • Encryption of all physical media
  • Scale, obfuscating techniques, or data storage sharding
• Data sanitisation process: Yes
• Data sanitisation type:
  • Explicit overwriting of storage before reallocation
  • 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: Automation platforms are not data sources or systems of record for customer data. Automation audit, analytics and processing log data can be exported from the automation tool.
• Data export formats:
  • CSV
  • Other
• Other data export formats:
  • PDF
  • Excel
• Data import formats:
  • CSV
  • Other
• Other data import formats: Excel

Data-in-transit protection

• Data protection between buyer and supplier networks:
  • TLS (version 1.2 or above)
  • IPsec or TLS VPN gateway
  • Other
• Other protection between networks: The protection between networks will be refined between the customer and selected vendors
• Data protection within supplier network:
  • TLS (version 1.2 or above)
  • IPsec or TLS VPN gateway

Availability and resilience

• Guaranteed availability: Service level agreements and guaranteed availability levels are specific to automation vendors and are defined with clients on purchase of licences.
• Approach to resilience: Available on request.
• Outage reporting: May vary according to vendor supplying the software. May include email alerts, a public dashboard.

Identity and authentication

• User authentication needed: Yes
• User authentication:
  • 2-factor authentication
  • Public key authentication (including by TLS client certificate)
  • Identity federation with existing provider (for example Google Apps)
  • Dedicated link (for example VPN)
  • Username or password
  • Other
• Other user authentication: Active Directory and other identity providers such as OKTA
• Access restrictions in management interfaces and support channels: Within automation platforms, access permissions are assigned to restrict / enable application functionality and access according to requirements. This access can also be linked Active Directory groups, allowing for precise control over application features based on a user's specific role in an organization. EY follows the principle of granting the minimum level of access required when setting up access configurations in new Automation deployments.
• Access restriction testing frequency: At least every 6 months
• Management access authentication:
  • 2-factor authentication
  • Public key authentication (including by TLS client certificate)
  • Identity federation with existing provider (for example Google Apps)
  • Dedicated link (for example VPN)
  • Username or password
  • Other
• Description of management access authentication: Active Directory and other identity providers such as OKTA

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: BSI
• ISO/IEC 27001 accreditation date: 28-03-2023
• What the ISO/IEC 27001 doesn’t cover: Covers ISMS that covers systems, assets and processes related to all client data that is stored, processed and transferred to EY
• 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:
  • CSA CCM version 3.0
  • ISO/IEC 27001
• Information security policies and processes: ISO27001 and ISO9001 PSN accredited (by arrangement).

Operational security

• Configuration and change management standard: Conforms to a recognised standard, for example CSA CCM v3.0 or SSAE-16 / ISAE 3402
• Configuration and change management approach: There is regular maintenance of the cloud platform, which may happen every two weeks, updates are done in Deployment sprints, and customers are kept informed of changes . Major updates are also announced in release notes.; ; A change in storage location or infrastructure would be treated as an infrastructure incident triggering notification of the customer.
• Vulnerability management type: Conforms to a recognised standard, for example CSA CCM v3.0 or SSAE-16 / ISAE 3402
• Vulnerability management approach: Vulnerabilities identified in the Software are mapped to industry-standard Common Vulnerability Scoring System (“CVSS”) methodology (i.e., critical, high, medium, and low). Identified vulnerabilities shall be remediated in a timely manner within internally defined timeframes.
• Protective monitoring type: Conforms to a recognised standard, for example CSA CCM v3.0 or SSAE-16 / ISAE 3402
• Protective monitoring approach: The cyber reliability team monitors security alerts and incidents. ; In the event of a breach, we use security response plans to minimize data leakage, loss, or corruption. Once the issue is contained, our security incident management process continues as we identify the root cause and track the necessary changes to ensure we prevent similar issues in the future.
• Incident management type: Supplier-defined controls
• Incident management approach: Customers can raise a ticket through the online ticketing portal based on the support model purchased. In the event of a breach, we use security response plans to minimize data leakage, loss, or corruption. Once the team has contained an issue, our security incident management process continues as we identify the root cause and track the changes to ensure we prevent similar issues in the future.

Secure development

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

Public sector networks

• Connection to public sector networks: No

Social Value

• Social Value:

  Social Value

  • Fighting climate change
  • Covid-19 recovery
  • Tackling economic inequality
  • Equal opportunity
  • Wellbeing

  Fighting climate change

  EY is committed to fighting climate change. Our ethos is to go beyond ‘just working sustainably’ – we continuously work with governments and businesses towards a more sustainable future. We are part of the United Nations Global Compact (UNGC) and our environmental strategy is aligned with the UNGC environmental principles. We will implement the following for G-Cloud 14:; • Carbon neutral projects: We pledge to deliver each G-Cloud 14 project as carbon neutral. To do this, we will use our engagement carbon calculator tool. This enables us to monitor and reduce different impacts, e.g. travel emissions. The data from the tool also supports employee training and awareness raising on sustainable behaviours. ; • Reducing our carbon footprint: In January 2020, EY announced a global commitment to become carbon neutral. We achieved this in December 2020. We became carbon negative in 2021 and we are forecast to reach net zero in FY25. We are reducing emissions and offsetting or removing more than the remaining amount annually. We are forecast to reduce emissions by 40% by FY25, against a FY19 baseline, consistent with our 1.5°C Science Based Target. ; • Purchasing renewable energy: We confirm all work delivered for G-Cloud 14 from an EY office will be powered by 100% renewable energy. We have purchased zero-carbon electricity since 2009 and reduced global consumption by 5.5%. In December 2020, we signed a 10-year power purchase agreement with Lightsource to provide us with solar energy. ; • Sustainability volunteering: In proportion to the length and size of each framework contract, we will allocate staff volunteering days to support local environmental projects. These could include litter picking and general upkeep of nature reserves and Sites of Special Scientific Interest and free advisory sessions for small community organisations caring for the environment.

  Covid-19 recovery

  EY is committed to helping our people and communities to recover from the impact of COVID-19. In response to the pandemic, we moved to a remote working model for over 17,000 UK-based staff, increased special leave and provided meaningful mental health support. People in the 18-24 age group were disproportionately affected by COVID-19 and EY has worked with an independent charity, the EY Foundation (EYF), to improve opportunities for this group. In response to travel restrictions all EYF activities were converted to a virtual platform. In 2023, EYF supported over 2,500 young people. Examples of existing EYF programmes to support COVID-19 recovery are shown below. We will extend these programmes for contracts awarded to us via G-Cloud 14 in proportion to the scale and scope of each contract. ; • Smart Futures: A 10-month programme for young people eligible for free school meals or a college bursary. The programme develops employability skills and offers a paid, two week work experience placement. Students achieve a Chartered Management Institute (CMI) Level 2 Qualification and receive 10 months of mentoring support. ; • Our Future: A six month programme for young people, qualifying for free school meals, who face barriers entering the labour market. Students develop transferable skills, receive paid work experience, gain a CMI Level 2 adult qualification and six months mentoring support. The students also take part in an ‘Entrepreneurship Day’, for example, they have designed mobile apps looking at solving social issues such as ‘tackling isolation and loneliness in the community’. ; • Support via the Neuro-Diverse Centre of Excellence (NCoE). Through EY’s UK NCoE and our external ecosystem of organisations, we are supporting a team of neurodivergent staff with additional adjustments, above and beyond our existing support, to promote psychological safety in the office and whilst working at home.

  Tackling economic inequality

  Through our work with EYF, we have developed an in-depth understanding of the challenges experienced by those who face barriers to employment and training and/or who are in deprived areas. We are already providing new learning and employment opportunities to these populations via EYF programmes; we will extend these to G-Cloud 14 contracts in proportion with the scale and scope of each contract. Examples of these are: ; • EY Ripples is our global Corporate Responsibility programme that helps our people use their skills, knowledge and experience to positively impact the lives of 1 billion people by 2030. The focus areas of Ripples are to 'accelerate environmental sustainability', 'support the next generation workforce' and 'work with impact entrepreneurs’. Our staff currently get two days a year each to provide skilled volunteering on EY Ripples activities. ; • EY Ripples also provides support to small businesses. For example, our Digital Boost programme matches a small business with an IT mentor who guides them to adopt new technology. ; • EY Accelerate helps social enterprises to grow and thrive, increasing their impact on local economies and creating social change. It provides in-depth business support and mentoring, with access to skills and training from business coaches, workshops, networking opportunities and 35 hours of pro-bono support. ; • Employability Workshops provide Year 10/11 students the opportunity to build knowledge of careers and develop soft skills within a business environment. Each workshop introduces 25- 35 young people to a range of careers, employability skills training, and employer connections. ; • Driving recruitment and employment via the NCoE. The neurodivergent community can be underrepresented in the workforce, with only 29% of autistic adults in employment according to the ONS. We are advising clients on new strategies to retain neurodiverse talent.

  Equal opportunity

  Equal opportunity; EY is committed to creating a diverse and inclusive working environment in which all people have equal and equitable opportunities to succeed. We continually collect, analyse and review diversity monitoring data (diversity characteristics, not limited to the protected ones in the Equality Act) across the employee lifecycle, to create initiatives and understand which ones are working. As a firm, in support of equal opportunities, we: ; • Voluntarily exceed statutory reporting obligations. Our annual UK&I Pay Gap Report has reported on gender, ethnicity, sexual orientation and disability pay gaps since 2017. ; • Use skills-based recruitment for graduates to eliminate minimum degree/A-Level requirements thus remove barriers to entry. ; • Run award-winning sponsorship programmes to build our leadership pipeline, helping our women and ethnic minority population progress. ; • Offer Inclusion & Belonging learning/training to develop staff skills to establish inclusive, open, and safe environments. ; For contracts awarded under G-Cloud 14 we will: ; • Provide equal access to project opportunities, using technology to ‘blindly’ match individuals to roles based solely on skills, experience, and availability. ; • Use the National Equality Standards (NES), which EY helped to create, a set of standards by which businesses can measure their equality and diversity policies and performance. The NES provides a list of standards and competencies which organisations can follow and embed to promote diversity and act as standard bearers for a more inclusive working world. ; • Use our NCoE to ramp up recruitment of people who identify with cognitive differences and who may have had challenges gaining employment. The NCoE environment provides additional adjustments for those with cognitive differences such as autism, ADHD, Dyslexia, and others and fuels technology innovation through creative diverse thinking.

  Wellbeing

  EY is committed to enabling our staff to be healthy. We have a long-established programme called HealthEY, which looks to understand and provide practical support for employees’ mental, physical, financial and social wellbeing. Our offering is comprehensive and aspects such as our domestic abuse support, health knowledge programme and financial wellness offerings are considered market leading. We support wellbeing for our people, clients, and communities in the following ways, and we will extend these initiatives to any G-Cloud 14 contracts that we are awarded as appropriate: ; • Health knowledge and prevention: Enhancing understanding so staff can be at their best, for example: a monthly webinar programme, eLibrary, newsletters and WellPoint kiosks (to regularly help staff self-assess their own health metrics). Staff also get an annual wellbeing allowance, as part of their reward package, which can be spent on health and wellbeing interventions, e.g. gym memberships. ; • Health sessions: We run regular exercise and yoga sessions for staff, along with regular webinars on subjects such as mental health, work/life balance and childcare. ; • Mental health support: Our approach called ‘Thinking Differently’ aims to educate and build awareness of mental health and wellness, including stories/videos, a specific psychological care pathway (plus psychiatric fast track treatment through Aviva), mental health first aid, employee counselling, and Mental Health Network. ; • Supporting neuro-diverse requirements: Though the NCoE, we are creating psychologically safe working environments for existing employees, new recruits, clients, and where possible, our local communities. For example, we have introduced an adapted four step recruitment process culminating in a four day ‘superweek’ work simulation which provides the opportunity to experience a working day and EY culture. This allows us to understand candidates’ needs and inform on adjustments that we may need to make to help them thrive at EY.

Pricing

• Price: £240 to £2,600 a unit a day
• Discount for educational organisations: No
• Free trial available: No

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 EYTenders@uk.ey.com. Tell them what format you need. It will help if you say what assistive technology you use.