Digital Space Cloud Services Limited

Digital Space Answer

DigitalSpace Answer triages and deflect calls for your organisation 24/7. Leveraging natural language processing based on Amazon Alexa technology. Fast to deploy, it responds to common questions with pre-approved answers. It scales seamlessly, reduces call queues, and forwards complex calls to agents to resolve; improving both customer and staff satisfaction.

Features

• Scaleable reliable & secure AWS Cloud telephony solution
• Use AI to respond to spoken questions automatically
• Instant answering of incoming calls 24/7 x 365
• Reliably delivers consistent messages to callers
• Integrates with your existing solutions and infrastructure
• Scales with demand no need to provision additional telephone lines
• Continual improvement ensures that your service stays up to date
• Near real time reporting dashboard
• Quick to implement using an Agile approach

Benefits

• Up to 40% cost reduction by automatically answering enquiries
• Reduce attrition through staff answering more interesting calls
• 24/7 service at no extra cost improves customer experience
• Improved quality and consistency of information given
• Will forward calls to your current telephony / call centre
• Pay per call pricing model
• Offers a frictionless customer experience
• Visibility and insight into what customers are asking
• Rapid return on investment

£1,500 a unit a month

• 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 frameworks@digitalspace.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

524101341455760

Contact

Gary Beddow
0333 220 0222
frameworks@digitalspace.co.uk

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: Can be used to query data from your back end systems and present this to a caller over a phone line
• Cloud deployment model: Public cloud
• Service constraints: The system may require the ability to pass calls to a live agent in the event that the solution can't answer the caller's query. Out of hours calls can be dealt with differently.
• System requirements: Digital Space software, accessed via computer with an internet connection

User support

• Email or online ticketing support: Email or online ticketing
• Support response times: Initial response is based on the priority of the request:; Critical: 10 minutes; High: 30 minutes; Medium: 30 minutes; Low: 1 day; Working hours in each case.; Further details on response and resolution times are provided in the Service Definition for our Digital Space AWS Managed Support Service
• User can manage status and priority of support tickets: Yes
• Online ticketing support accessibility: None or don’t know
• 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: Second and third line support is included in the price of the proposal. Telephone Support, Email/Ticket Support (24/7 web-based support call logging), Remote Access Support and On-site Support. Standard support includes: Perpetual bug-fixes, Software updates to support all legislative changes.
• Support available to third parties: Yes

Onboarding and offboarding

• Getting started: Digital Space has a defined on-boarding process where we work with customers to define the questions they would like the system to answer, how the customer may ask for the information and the approved response to be spoken. We work through this process using a tested information capture mechanism.
• Service documentation: Yes
• Documentation formats:
  • ODF
  • PDF
• End-of-contract data extraction: Data can be extracted for the customer upon request to Digital Space. All data will be delivered in it's raw format via electronic means. Upon completion of the contract retained data will be charged for at our standard rates.
• End-of-contract process: Upon receiving notification of termination of contract your account will be closed and all service provision will cease. Your Digital Space data will be available for 30 days from the date of termination and can be exported from the Digital Space system in standard CSV files by the customer using standard data management tools. The data can be securely downloaded and, if necessary, Digital Space can perform intermediary services to extract the data in a specific CSV format at an additional cost (which will vary according to the volume and complexity of the data itself).

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: Yes
• User support accessibility: None or don’t know
• Description of service interface: The service allows customers to interact with public sector organisations using their voice. In the event they are having problems using the service they will be transferred to a call centre agent in the normal way.
• Accessibility standards: WCAG 2.1 AA or EN 301 549
• Accessibility testing: None
• API: No
• Customisation available: Yes
• Description of customisation: The Digital Space solution is customisable to the needs of the customer, ensuring it answers the questions most asked by customers. This customisation is performed by Digital Space after agreement and approval from the customer.

Scaling

• Independence of resources: Customer environments are logically segregated to prevent users and customers from accessing resources not assigned to them. We work closely with AWS and monitor continuously to ensure that all customers receive the resources required for their service to run without impediment from others.

Analytics

• Service usage metrics: Yes
• Metrics types: Metrics are provided as to how the system is operating over time. This includes the number of calls received and processed along with the number passed to an operator. In addition metrics on the popularity of subject matters are identified for useful intelligence.
• Reporting types:
  • Real-time dashboards
  • Regular reports

Resellers

• Supplier type: Reseller providing extra features and support
• Organisation whose services are being resold: Amazon Web Services (AWS)

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: Complies with a recognised standard (for example CSA CCM version 3.0)
• Penetration testing frequency: At least every 6 months
• Penetration testing approach: Another external penetration testing organisation
• Protecting data at rest:
  • Encryption of all physical media
  • Other
• Other data at rest protection approach: We use encryption with keys located and secured within the UK to ensure that data can only be accessed by users within the customer's account which Digital Space are in full control.
• Data sanitisation process: Yes
• Data sanitisation type: Explicit overwriting of storage before reallocation
• 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: User can export their data via a support desk request ticket.
• Data export formats:
  • CSV
  • Other
• Other data export formats: JSON
• Data import formats: 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: AWS will use commercially reasonable efforts to make Amazon Connect available with a Monthly Uptime Percentage of at least 99.99% (the “Service Commitment”). In the event Amazon Connect does not meet the Service Commitment, customers will be eligible to receive a Service Credit as described below: https://aws.amazon.com/connect/sla/
• Approach to resilience: This service is built using AWS best practices and distributes the workload across three physically separate data centres in the London region. This means that the service would still run, even if a whole data centre were to be lost. We can provide further disaster recovery capability if required
• Outage reporting: The service is monitored by ourselves and any outage reported directly to a point of contact within the users organisation

Identity and authentication

• User authentication needed: No
• Access restrictions in management interfaces and support channels: Roles may be defined against individual users allowing them access to functions and data held within the platform. The user’s profile will restrict access to data which is provided as part of a report removing any backdoor access to restricted data.
• Access restriction testing frequency: At least once a year
• Management access authentication: 2-factor authentication

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: At least 12 months
• Access to supplier activity audit information: Users have access to real-time 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: Socotec
• ISO/IEC 27001 accreditation date: 19/10/2015
• What the ISO/IEC 27001 doesn’t cover: N/A
• ISO 28000:2007 certification: No
• CSA STAR certification: Yes
• CSA STAR accreditation date: 14/03/2017
• 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: Yes
• Any other security certifications: ISO27017 Cloud Security

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: ISO 27017 Cloud Security
• Information security policies and processes: Digital Space is ISO27001 and ISO27017 Cloud Security accredited and has internal processes that adhere. Digital Space implements an ITILv4 approach to support delivery that integrates with our security processes and holds ISO20000.

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: Digital Space will maintain a change log of environmental controls and operate releases through our release manager.
• Vulnerability management type: Conforms to a recognised standard, for example CSA CCM v3.0 or SSAE-16 / ISAE 3402
• Vulnerability management approach: Multiple tiers of vulnerability management. The Product Security team ensures the security of the system, consults with R&D teams and partners, and protects customer data. Cloud Security experts specialise in security research and innovative tool development. A ‘Rapid response’ team reacts to emerging threats as the last line of defence.
• Protective monitoring type: Conforms to a recognised standard, for example CSA CCM v3.0 or SSAE-16 / ISAE 3402
• Protective monitoring approach: Records all login attempts: originating IP address, time and success/fail against each user account. Information can be extracted for analysis against organisational policies. Configurable settings: enforce logins from an approved IP range and/or at certain times of day, maximum session length and automatic account locking after x failed login attempts.
• 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: Standard incident management ensures that all recorded incidents are triaged and routed to the appropriate resolver groups and, where necessary, escalated. In specific cases it may be necessary to escalate incidents directly to the provider. We have a standard hand off process to ensure that end-to-end communication is maintained.

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: No

Social Value

• Fighting climate change:

  Fighting climate change

  We monitor and publish our carbon emissions annually and have committed, via the Science Based Targets Initiative, to reduce them by 42% by 2030 against 2020 levels. We hold ISO14001 and have a Corporate Social Responsibility group that meets monthly to design and deliver improvement projects including improvements to the energy efficiency of our data centres. We use virtualisation technologies to improve consolidation of workloads and utilisation in our data centres and then use a combination of building management systems, free-air cooling, cold aisle containment and battery storage to maintain high Power Usage Effectiveness (PUE).; ; We enable our customers to reduce their emissions through use of our private and public Cloud services which are typically 80% more energy and carbon efficient than on-premises systems. Our SD-WAN services enable re-use of networking hardware and we provide recycling and re-use of laptops through our partners.; ; We gained a bronze award in 2022 from EcoVadis for being in the top 50% of the companies for whom they track Corporate Social Responsibility.
• Tackling economic inequality:

  Tackling economic inequality

  Digital Space is tackling economic inequality primarily by recruiting Apprentices. Digital Space has a programme in place to source local apprenticeship talent for several of our first line roles. These apprentices are then developed into the business. Key areas of focus for the scheme are our Network Operation Centre and Helpdesk 1st lines, Customer Services and Sales. We will also look to take Product Managers, HR and Administration/Finance apprentices on an ad hoc basis. Our apprenticeship programme works with local schools but also partners with specialised external companies to ensure we get the right talent for the future talent pool of our business. ; ; More generally, Digital Space creates employment for approximately 200 positions in the company head office and warehousing facilities in Newark, with the remaining 150 roles located across all regions of the United Kingdom.; We support home and flexible working, offer salary sacrifice for childcare vouchers, and all staff have the opportunity to opt into private health and dental care schemes. In addition, an Employee Assistance Programme is provided free of charge. ; Each year, the team at Digital Space chooses a charity to support and raise money for through numerous fundraising activities and initiatives.
• Equal opportunity:

  Equal opportunity

  Digital Space addresses equal opportunity by ensuring that everyone is treated with dignity and respect at work. We enforce and regularly review a number of HR policies, ensuring that all employees are treated as individuals, fairly and without bias, including through recruitment, training, promotion and career development and our values or “ways of working” reflect that.; The company aims to create a workplace where employees are confident of fair treatment, have access to opportunities and where the company has a mechanism for solving any problems that occur.; ; Digital Space supports the Equality Act 2010, where “equal opportunities” upholds the idea that all employees should be entitled to and have access to all of Digital Space’s facilities at every stage of employment, including the pre-employment phase.; That means every employee at Digital Space should have:; • An equal chance to apply and be selected for posts pre-employment; • An equal chance to be trained, developed, and promoted whilst employed with the company; • An equal chance to have their employment terminated equally and fairly; Employees have the right to:; • Fair practices and behaviour in the workplace; • Fair allocations of workload; • A workplace that is free from unlawful discrimination, harassment or bullying; • Merit based selection process for recruitment and promotion; • Fair processes to deal with work-related complaints and grievances; ; We have completed the government's Modern Slavery Assessment Tool and are working to educate our staff so that they are more aware of potential issues.
• Wellbeing:

  Wellbeing

  Digital Space provides a number of facilities for its staff to encourage a healthy work environment. Employees at Digital Space benefit from discounted physiotherapy sessions, the bike to work Government scheme and a range of discounts on products and services, including gym membership. The company offers a free corporate healthcare cash plan – Medicare benefits include cashback on prescriptions, consultations, diagnostic tests, scans, and complementary/alternative therapies. This also includes a 24/7 health and stress-related helpline service in order to assist with better mental health.; ; The company's objectives are to promote the health and wellbeing of all colleagues and to provide a safe working environment. This is evident in the investment made in the Newark office refurbishment, creating an agile workspace including several standing workstations to help prevent health conditions arising from prolonged sitting, along with new ergonomically designed chairs with body balance mechanisms.; ; We encourage and invest in our staff's ongoing career development, recommending and supporting training and further education across all teams and disciplines. We also work to encourage information sharing including regular 'all hands' meetings, weekly video presentations and the OfficeVibe survey tool which asks all employees to answer a number of questions about how they feel they're being treated and how this could be improved on a weekly basis.

Pricing

• Price: £1,500 a unit a month
• 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 frameworks@digitalspace.co.uk. Tell them what format you need. It will help if you say what assistive technology you use.