Verint Systems Inc.

Verint for Citizen Engagement

Verint® for Citizen Engagement™ is a cloud-based, digital-first engagement platform powered by Verint Da Vinci (AI) that automates citizen interactions across both assisted and self-service channels.
Incorporating case management, knowledge management and intelligent virtual assistant capabilities, it enables engagement across hundreds of services while maximizing the opportunity for self-service.

Features

• Customer Relationship Management (CRM) functionality designed specifically for local government
• Pre-configured local government services library and pre-built integration connectors
• Case management with workflow & SLAs
• Brandable Citizen Portal and Mobile App
• Low-code/no-code configuration tooling
• AI-driven knowledge management available to public and staff
• Bot supporting automated engagement via web, WhatsApp, SMS, social, voice
• Comprehensive APIs and integration tooling
• Global User Group enabling sharing of best practice with peers
• Integrates with MS reporting stack (Power BI and Data Factory)

Benefits

• Maximize channel shift
• Reduce staff resourcing by automating business processes end-to-end
• Improve first contact resolution with AI-power knowledge management
• Reach “digitally excluded” citizens with messaging channels (e.g. WhatsApp)
• Deflect calls with AI-powered bots
• React quickly to changes with low-code/no-code tooling
• Benefit from the experience of your peers via the Global-User-Group
• Leverage best practice configurations to reduce time to value
• Launch within 30 days and expand at your own pace
• Get insights on what your customers (really) need

£0.20 a transaction

• Free trial 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 tenders@verint.com. Tell them what format you need. It will help if you say what assistive technology you use.

Framework

G-Cloud 14

Service ID

592156305863716

Contact

Julie French
01932 839500
tenders@verint.com

Service scope

• Software add-on or extension: No
• Cloud deployment model: Public cloud
• Service constraints: None.
• System requirements:
  • Modern web browser (e.g. Edge, Firefox, Chrome)
  • Operating systems include Windows/Android/iOS
  • Optional mobile app runs on iOS and Android

User support

• Email or online ticketing support: Email or online ticketing
• Support response times: Support is available through the Customer Portal 24x7x365, and via phone Monday – Friday 8am to 6pm ; ; Response times are based on severity:; Severity 1 (P1), An issue where critical functionality is severely impacted, and business operations cannot continue without a fix or workaround; the situation is an emergency. 1 hour.; Severity 2 (P2). An issue where major functionality is significantly impacted but business operations can continue in a restricted manner. 2 hours; Severity 3 (P3). An issue having minor impact to business operations or a general inquiry. Next business day.; ; Please refer to the Service Definition for more information.
• User can manage status and priority of support tickets: Yes
• Online ticketing support accessibility: WCAG 2.1 AA or EN 301 549
• 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: The SaaS subscription includes Premium support as defined in Verint’s Global Maintenance and Support Plan - https://www.verint.com/wp-content/uploads/Verint-CES-Support-Plan.pdf; Premium support includes:; - 24 x 7 product support for Severity 1 and Severity 2 incidents; - Product support for all Severity levels during Verint business hours as set forth at https://www.verint.com/engagement/support/; - Prioritized Incident Routing; - New Version and Updates; - Software patches, Hot Fixes; - 24 x 7 access to the Verint web portal including access to Product; documentation, patches and feature packs downloads and web ticketing; - Defined incident response; - Issue investigation and diagnosis; A Service Account Manager would be assigned together with access to a Cloud Support Engineer
• Support available to third parties: Yes

Onboarding and offboarding

• Getting started: This involves provisioning the licensed environments for the client and requires the client to complete a form that provides Verint with key information required by the onboarding process, such as connectivity details for the client’s Microsoft Office 365 email and MS Azure Active Directory accounts.; Verint will also discuss with the client the pre-requisites and timing of the deployment of the optional on-premises gateway server; Once onboarded, the client will have access to the cloud service, online training and online user documentation.; Onboarding services are included in the subscription fees.
• Service documentation: Yes
• Documentation formats: HTML
• End-of-contract data extraction: The cloud service provides a set of secure data APIs which allows data to be extracted on contract termination.; Data is formatted in JSON and uses human readable field names.; A data sync connector is also provided allowing these data APIs to be invoked on an incremental basis, allowing organizations to have access to their data on an ongoing basis, e.g. to use the data in their own reporting tools.; Use of the data sync connector and data APIs is subject to the client's licensing agreement.
• End-of-contract process: At the agreed termination date, all access to the service will be removed. Customer data can be backed up using the secure data API as described above. Data will then be purged from the system.

Using the service

• Web browser interface: Yes
• Supported browsers:
  • Microsoft Edge
  • Firefox
  • Chrome
  • Safari
  • Opera
• Application to install: No
• Designed for use on mobile devices: Yes
• Differences between the mobile and desktop service: The Verint solution has a responsive web design, meaning it can be accessed via mobile devices such as smartphones and tablets, as well as desktop devices.; In addition, the Verint cloud software service has an optional mobile app for public use. Available via Apple App Store and/or Google Play Store, the mobile app utilises native app functionality to deliver a richer UX including navigation and push notifications. The app icon, splash screen and theme colors can be configured to align with relevant branding.
• Service interface: Yes
• User support accessibility: WCAG 2.1 AA or EN 301 549
• Description of service interface: The solution’s administration console is web based. Users log in with a designated username and password, and can then work in all areas permitted by their access level.
• Accessibility standards: WCAG 2.1 AA or EN 301 549
• Accessibility testing: The web-based components of the solution have been successfully tested with the JAWS screen reader. All elements are compatible with use of screen magnification software.
• API: Yes
• What users can and can't do using the API: The solution supports a full range of integration use cases, underpinned by an extensive set of APIs. ; Supported APIs include:; - Web Services (Open API / RESTful / SOAP). These bidirectional APIs allow the cloud service to both invoke APIs in, and be invoked by, third party systems. These transactional APIs support the broad range of use cases typically found in local government implementations. New RESTful APIs can also be configured.; - Data APIs. These unidirectional secure APIs are designed for to enable integration with third party analytics platforms such as MS Power BI and Tableau.; - Data Loader APIs. These file-based APIs allow data to be loaded into the cloud service in batch mode.; - Connectors. These pre-built connectors enable integration with third-party systems such as CCaaS, GIS, IDP and MS Office solutions.; Please refer to the Service Definition for more information
• API documentation: Yes
• API documentation formats: HTML
• API sandbox or test environment: Yes
• Customisation available: Yes
• Description of customisation: The solution can be extended in a number of ways, including:; - Providing customers with access to additional government services such as service requests (e.g. problem report), information requests (e.g. FOI, or council tax enquiry) and payments (e.g. council tax payment).; - Automating government services removing the need for double entry of data across systems and validating data entry.; - Modifying the fields used within forms.; - Modifying the look and feel of the Customer Portal/Mobile App.; - Adding knowledge base articles (in optional KM-PRO); - Expanding the APIs available for integration, through the configuration of more APIs.; Please refer to the Service Definition for more information.

Scaling

• Independence of resources: The solution is provided on the Amazon Web Service which allows for elastic scaling of resources to scale with demand automatically.; Please refer to the "Service Availability" section of the Service Definition for more information.

Analytics

• Service usage metrics: Yes
• Metrics types: We provide a 99.99% uptime availability level which is monitored and used to measure service quality. Availability can be tracked online via a dashboard and subscribed to.; We also provide details on users and monthly usage, e.g. case transactions.
• Reporting types:
  • Real-time dashboards
  • Regular reports
  • 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
• 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 once a year
• Penetration testing approach: ‘IT Health Check’ performed by a Tigerscheme qualified provider or a CREST-approved service provider
• Protecting data at rest:
  • Physical access control, complying with SSAE-16 / ISAE 3402
  • Encryption of all physical media
• 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: In addition to the end of contract process described above, a range of data is available for download (e.g. form XML, search results export as CSV/PDF/Excel etc).; In addition customers can synchronise the database with an offline database to provide continuous access to the data for reporting purposes.; Please refer to the Service Definition for more information.
• Data export formats:
  • CSV
  • Other
• Other data export formats:
  • XML
  • JSON
• Data import formats:
  • CSV
  • Other
• Other data import formats:
  • JSON
  • XML

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: Availability of the service is 99.99%, assured by contractual commitment and an agreed Service Level Credit regime applicable to the specific SaaS service in use.; Please refer to the "Service Availability" section in the Service Definition for more details.
• Approach to resilience: Underpinning Verint’s service level commitment is a highly available cloud architecture which leverages multiple Availability Zones (or data centers), load balancing requests across high bandwidth, low latency connections on the AWS Global Infrastructure Network to provide a highly available cloud service.; Please refer to the "Service Availability" section in the Service Definition for more details.
• Outage reporting: Customers may check the dedicated Verint Cloud status page and via updates in Incident Management System (IMS) system which can be viewed via the Verint Connect Community Portal. Customers will also be proactively notified of outages via email from the Cloud Operations Centre.

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)
  • Username or password
  • Other
• Other user authentication: Access to the service, or processes associated with the service, are controlled through authentication. A range of authentication approaches can be implemented using the product’s in-built Identity Provider (IdP) capabilities. In addition, with additional services, the solution can link to external Identity Federation solutions (e.g. MyGov.Scot).
• Access restrictions in management interfaces and support channels: Access to the management interfaces is by MFA including username and password. Access to specific functions within the console is restricted by user role. Access to Verint Connect and the online support portal is also through username and password.
• Access restriction testing frequency: At least every 6 months
• Management access authentication:
  • 2-factor authentication
  • Identity federation with existing provider (for example Google Apps)

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: British Assessment Bureau (UKAS)
• ISO/IEC 27001 accreditation date: 3 March 2024
• What the ISO/IEC 27001 doesn’t cover: The Information Security Management System is Applicable to IT Operations Department Related to: Delivery, implementation and support relating to actionable intelligence solutions and value-added services for enterprise workforce optimization and security intelligence markets
• ISO 28000:2007 certification: No
• CSA STAR certification: No
• PCI certification: Yes
• Who accredited the PCI DSS certification: EDelta Consulting
• PCI DSS accreditation date: 30/9/2023
• What the PCI DSS doesn’t cover: Nothing
• Cyber essentials: Yes
• Cyber essentials plus: Yes
• Other security certifications: Yes
• Any other security certifications:
  • SOC2
  • NIST/HIPPA.

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: SOC2; NIST/HIPPA.; PCI DSS.
• Information security policies and processes: Verint is accredited to ISO27001 with certification covering all global offices, and has multiple information security policies in place to meet the requirements of the standard.; The Global Director of Information Security has responsibility from a global perspective, with representation being provided within regional locations. Roles and responsibilities for information security are referred to within policy documents, and are stated in employee contracts.; Information security awareness training is given to all new employees, and updates take place on a regular basis through the Company's Learning Management System (LMS).; Policies are reviewed annually, and internal audits are carried out in line with ISO27001 requirements. External audits are also conducted by an independent third party to confirm compliance.

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: All code, configurations and dependencies are source-controlled. Changes to them are subject to "Software Product and Infrastructure Development" procedures which include security assessment and testing procedures and a Change Advisory Board (CAB) to formally control changes to the production environment.; ; Changes fall into one of the following types of classifications: ; - Standard – Preapproved routine changes, fixed schedule agreed; - Emergency – Fix to resolve and\or prevent Major Incidents, schedule agreed by stakeholders of the CAB and the customer; - Normal – BAU changes which do not resolve Major Incidents, scheduled for Weekly Maintenance Window in the first instance
• Vulnerability management type: Conforms to a recognised standard, for example CSA CCM v3.0 or SSAE-16 / ISAE 3402
• Vulnerability management approach: Verint monitor all relevant vendor and security alert mailing lists for updates on operating system and supporting application vulnerabilities. Each alert is categorised according to a defined schema and advice on how to best handle each vulnerability is supplied to production teams. The three categories of vulnerabilities are: Irrelevant - not patched; Relevant noncritical - patched as part of the normal patching cycle; Critical - Verint initiates the Critical Vulnerability Process which may result in the vulnerability being patched immediately, depending on operational impact and apparent risk of server.; This category of vulnerabilities are typically patched inside 48 hours
• Protective monitoring type: Conforms to a recognised standard, for example CSA CCM v3.0 or SSAE-16 / ISAE 3402
• Protective monitoring approach: Verint maintains Intrusion Detection Systems at its network borders and runs daily network scans to detect anomalous server network configurations. Information from these systems is combined with a centralised log repository that allows Verint system administrators to analyse the data as a whole and detect correlations and patterns within the data. If an anomaly is detected and confirmed as a security incident, the Security Incident Response Plan is followed, which includes notification of impacted customers and full remediation of the issue.
• 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: The goal of Incident Management is to restore normal service operation as quickly as possible, while minimizing impact to business operations and ensuring quality is maintained. This is achieved through our incident lifecycle in the following 6 steps:; 1) Identification, Logging, Classification; 2) Initial Diagnosis, Prioritization and Escalation; 3) Investigation and Diagnosis; 4) Resolution and Recovery; 5) Closure; 6) Governance and Reporting

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: Other
• Other public sector networks: The Verint solution connects with applications on the PSN

Social Value

• Social Value:

  Social Value

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

  Fighting climate change

  Verint is committed to reducing our environmental footprint in all of our activities and to providing our customers with environmentally friendly solutions and services to help them reduce their environmental impact. For more information, click here: ; https://www.verint.com/our-company/corporate-responsibility/sustainability-and-community-involvement/; Self-service capabilities enable more online use of government services which minimises travel and printing which in turn reduce the environment impact of service delivery.; Our solution is hosted in Amazon Web Services (AWS) which is environmentally more friendly than running traditional on premise software applications on dedicated hardware. Verint subscribes to EcoVadis – if further info is required please request access

  Covid-19 recovery

  Our solution supports local businesses through enabling access to government services via a portal. Verint has and will continue to support its customers throughout the pandemic.; In addition, we have worked hard since the beginning of the pandemic to create an inclusive and safe environment for our people across EMEA. Verint embraced remote and flexible working to accommodate our people’s needs during the pandemic. From giving time off to people to volunteer for Covid-19 related initiatives to enabling people to shield as everyone at Verint has been working remotely throughout the pandemic. We tried very hard not to furlough anyone, in all our locations, with only a couple of exceptions. Even then, we brought people back to work within six months of the pandemic starting. ; Verint is committed in supporting our customers, our partners, our employees and the communities we live and work in throughout and beyond the Covid-19 pandemic through purposeful action, flexibility and treating everyone with respect and understanding

  Tackling economic inequality

  At Verint, we are committed to “giving back” to the communities in which we live and work. In 2005, we launched the Verint Next Generation program, which engages Verint employees around the globe in projects that benefit children in need. For more information, click here: ; https://www.verint.com/our-company/corporate-responsibility/sustainability-and-community-involvement/; Verint has also created a specific D&I group called Verint AdVance.; Verint AdVance is focused on:; • Continually advancing from where we have already got to in our diversity and inclusivity agenda and recognizing there will always be more to do and we seize this challenge.; • Advancing opportunity for demographics which may not be aware of the opportunities around them – e.g., Girls in STEM, people with disabilities/additional needs, those from underprivileged backgrounds.; • Advancing awareness and conversation in the workplace to continue to build on our wonderful culture.; • Advancing the benefits of diversity and inclusion for everyone.

  Equal opportunity

  At Verint we are committed to fostering an environment that attracts and retains the best talent, values diversity of life experiences and perspectives, and encourages innovation. ; We celebrate and welcome all cultures and backgrounds and we believe that only by coming together, and flourishing in a supportive and collaborative environment can we achieve continuous innovation and value for all stakeholders and communities.; Verint also operates placement student and graduate scheme. These provide opportunities for young people in our communities and allows Verint to train and promote colleagues from within, and beyond, the company. Through building relationships with local schools and Universities, Verint colleagues regularly attend meetings with young people to discuss a career in IT and tell them about the opportunities which we have available.; Advance ; A working group known as the Advance panel, shape and drive Verint’s diversity and inclusion journey. Advance is an opportunity to celebrate who we are, and continuously Advance/progress everything that we do. Several topics are championed throughout the year – whether it be an internal initiative or an activity to support broader ED&I progression within tech. Some of these include:; Neurodiversity in Business (NiB) - Verint became a proud member of NiB in 2022. An educational pack was created and shared with employees to support awareness of neurodiversity within the workplace and encourage good practice regarding ND empowerment; Women in Tech - Verint empowered its female employees by funding 20 tickets to the WomenTech virtual conference. The inspirational event united thousands of women from across the globe to foster innovation with purpose and impact. ; Menopause in the Workplace - Verint introduced a Menopause in the Workplace Policy setting out clear support for employees and line managers. We also hold a regular Menopause Support Group for employees to join and share thoughts, experiences and ideas

  Wellbeing

  Our solution helps vulnerable people live independently by making government services more accessible to them through digital channels such as Facebook and Amazon Alexa. For example, Amazon Alexa provides vulnerable people who live independently with a simple way to ask for help should they, for example, fall in their home.; Our solution helps hearing-impaired people access government services more easily using messaging interfaces, such as chat or Facebook Messenger.; Our solution supports digital transformation, a biproduct of which is that customer staff are freed up to focus on more vulnerable citizens and allow staff to focus on higher value tasks for customers which in turn contributes to greater challenge and job satisfaction.; Our solution has a positive impact on customer staff as it helps them do their jobs more easily and with less stress.; For more information, please refer to the following link: ; https://www.verint.com/gb/our-company/corporate-responsibility/; Internally, we support our people throughout their careers at Verint maintaining a flexible approach. We have generous policies that capture all events of life and ensure our people are taken care of no matter what challenges they are facing in their personal lives.

Pricing

• Price: £0.20 a transaction
• Discount for educational organisations: No
• Free trial available: Yes
• Description of free trial: A trial service is available for local government organizations who wish to take Verint’s cloud service for a test drive.; The trial service is pre-loaded with several local government processes to provide a solid understanding of the cloud service’s capabilities.; The trial service is available for free.
• Link to free trial: Not publically provided.

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 tenders@verint.com. Tell them what format you need. It will help if you say what assistive technology you use.