OUTSOURCE AUTOMATION SOLUTIONS LIMITED

Agentic Automation framework utilising AskElie platform

AskElie enables conversational access to digital services, automating enquiries, decisions, and end-to-end workflows across channels and systems. It combines natural language interaction, orchestration, and digital workers to deliver joined-up outcomes. Delivered in partnership with OAS, working collaboratively to influence platform design and service capability for public sector needs.

Features

• AI-driven orchestration for end-to-end process management across channels
• Human-in-the-loop intervention for complex cases and oversight
• End-to-end automation spanning digital and human workflows
• Adaptive AI for intelligent decision-making and contextual responses
• Seamless collaboration between digital workers, AI, and human staff
• Proactive demand management, dynamically balancing workload
• Real-time visibility of work across systems and teams
• Scalable orchestration across departments and services
• Policy-compliant automation adhering to governance standards
• Continuous improvement with feedback-driven process evolution

Benefits

• Reduction of manual effort across complex public sector services
• Improvement of service consistency and operational quality
• Balanced use of automation with appropriate human judgement
• Shortened end-to-end processing times across workflows
• Improved visibility of work in progress across teams
• Scalable management of fluctuating service demand
• Reduction of operational cost, waste, and rework
• Improved utilisation of staff and digital resources
• Unified resident service experience for complex, multi-service requests
• Maintained operational control, auditability, and accountability

• Education pricing available
• Free trial available

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 pete.marshall@globaloas.com. Tell them what format you need. It will help if you say what assistive technology you use.

Framework

G-Cloud 15

Service ID

600596365303304

Contact

Pete Marshall
07769349581
pete.marshall@globaloas.com

About the service

• Service categories:

  Application Development and Deployment

  AI platforms

  • Search and knowledge discovery

  AI software services

  • Conversational AI Software Services
  • Generative AI Software Services
  • Document AI Software Services
  • Anomaly Detection AI Software Services
  • Personalize AI Software Services
• Multi cloud support: Yes

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: We can use Askelie within an agentic framework e,g Blue Prism WORKQ and be triggered by automation workflows to perform tasks
• Cloud deployment model: Private cloud
• Service constraints: AskElie is an outcome-driven agentic automation service that requires appropriate integration, governance and operational design to deliver value. Buyers must plan for secure access to systems and define business rules, approvals and audit controls, particularly in regulated environments. While AskElie supports flexible deployment models (including cloud and private options), organisations remain responsible for data residency, compliance configuration and ongoing service governance. Real benefit depends on developing internal capability to manage workflows, knowledge bases and outcomes over time. AskElie does not mandate system replacement, but it is not a zero-configuration tool and requires disciplined service design and operational ownership.
• System requirements:
  • Anti Virus software
  • MS Office or Google OFfice Systems e.g. Outlook

User support

• Email or online ticketing support: Yes
• Support response times: Priority 1 Response within one hour. We will use Continuous Effort, within Service Hours, to resolve the Fault within 12 Service Hours. Priority 2 Response within three hours. Fault resolved by the end of the following three Business Days. Priority 3 Response within one Business Day. Bug fix scheduled for the next available release. Priority 4 We shall consider such issues or requests in the light of other Customer requirements and will advise what action will be taken to address the issue.
• User can manage status and priority of support tickets: Yes
• Online ticketing support accessibility: WCAG 2.2 AA
• Phone support: Yes
• Phone support availability: 9 to 5 (UK time), Monday to Friday
• Web chat support: Yes, at an extra cost
• Web chat support availability: 9 to 5 (UK time), Monday to Friday
• Web chat support accessibility standard: WCAG 2.2 AA
• Web chat accessibility testing: AS utilise Zoho Desk for web chat support. Zoho perform routine evaluations by experts in digital accessibility help identify areas for improvement. This is coupled with frequent testing by users with disabilities leading to accurate, profound, and authentic feedback, which helps create a genuinely accessible product.
• Onsite support: Yes, at extra cost
• Support levels: Priority 1 Response within one hour. Continuous effort, within Service Hours, to resolve the Fault within 12 Service Hours. Priority 2 Response within three hours. Fault resolved by the end of the following three Business Days. Priority 3 Response within one Business Day. Bug fix scheduled for the next available release. Priority 4 Outsource Automation Solutions shall consider such issues or requests in the light of other Customer requirements and will advise what action will be taken to address the issue.
• Support available to third parties: No
• AI chatbot: No

Onboarding and offboarding

• Getting started: Introductions, Tutorials, on line training, mentored utilisation
• Service documentation: Yes
• Documentation formats:
  • HTML
  • ODF
  • PDF
• End-of-contract data extraction: At the end of a contract, a structured data extract process is followed to ensure customer data held within a service such as AskElie is returned securely and in a usable format. The process begins by agreeing the scope of data to be extracted, including case records, workflow definitions, configuration data, audit logs and reports, in line with contractual and data protection requirements.; ; Data is then prepared and validated to ensure accuracy, completeness and consistency. Where necessary, filtering or redaction is applied to remove system or third-party data that is not part of the customer dataset. Customer data is exported in commonly used, machine-readable formats such as CSV, JSON or XML to support migration or reuse.; ; Extracted data is transferred using secure methods, including encrypted file transfer or controlled access to secure storage. The customer is given the opportunity to verify that the data extract is complete and usable. Once confirmation is received, remaining customer data is securely deleted or anonymised in accordance with agreed retention policies and applicable data protection legislation. Written confirmation of data handover and data deletion is provided to formally close the contract.
• End-of-contract process: None
• Documentation accessibility standard: None or don’t know
• How the documentation is accessible: Easyread format for configuration and operation

Using the service

• Web browser interface: Yes
• Supported browsers:
  • 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: AskElie provides a web-based service interface that supports natural language interaction, with the agentic service acting as a digital worker or front-end. User interaction typically takes the form of chat-style or guided question-and-response flows, allowing information to be captured and actions progressed in a structured way. The service includes configurable components such as a knowledge base, workflow and logic composer, and document capture and processing, managed through structured dashboards. AskElie is delivered via a cloud-based management console. Where bespoke applications are required, the service interface is defined by functional and operational requirements to support the intended service outcome.
• Accessibility standards: None or don’t know
• Description of accessibility: The AskElie service interface is designed using accessibility-aware design principles aligned to recognised public-sector standards, including WCAG. As a web-based service, interfaces follow established usability and accessibility good practice, including support for keyboard navigation, compatibility with screen readers, appropriate colour contrast, resizable text and predictable interaction patterns. AskElie primarily uses natural-language interaction and guided workflows, reducing reliance on complex visual interfaces. Where bespoke interfaces are developed for specific use cases, accessibility considerations are incorporated into the design process to support a wide range of user needs. Formal accessibility testing or certification can be undertaken where required by the customer.
• Accessibility testing: None
• API: Yes
• What users can and can't do using the API: AskElie and its associated products support API-based integration to enable interaction with external systems and applications and itself for example to trigger work or upload information. API usage is dependent on the autonomous application or component being deployed, with existing APIs used where they are available and appropriate to the service outcome.; ; Where required, new APIs can be designed and implemented to support integration with additional applications, services or data sources. This ensures AskElie can operate within existing technology estates and adapt to bespoke or evolving system landscapes. All API integrations are implemented in line with agreed security, governance and data access requirements, and are designed to support controlled, auditable interaction between AskElie and connected systems.
• API documentation: Yes
• API documentation formats:
  • Open API (also known as Swagger)
  • HTML
  • ODF
  • PDF
  • Other
• API sandbox or test environment: Yes
• Customisation available: Yes
• Description of customisation: Services can be customised or designed based on the autonomous application being designed

Scaling

• Independence of resources: AskElie is designed to manage demand across multiple users using a scalable, cloud-based service architecture. User workloads are logically isolated and executed through controlled workflow and task management, ensuring that activity generated by one user or service does not adversely impact others. Processing capacity is managed dynamically, allowing workloads to scale in line with demand while maintaining service stability. Controls such as prioritisation, queueing and rate limiting can be applied where required to prevent disproportionate resource consumption. Service performance and capacity are continuously monitored, enabling proactive management of demand and adjustment of configuration to maintain predictable service operation.

Analytics

• Service usage metrics: Yes
• Metrics types: Availability for a platform such as AskElie is typically measured using a combination of service and operational metrics. These include overall service uptime within agreed service hours, visibility of planned maintenance windows and unplanned outages, and the frequency and duration of availability-related incidents. Mean Time to Restore (MTTR) is used to track how quickly service is recovered following disruption. Availability of key platform components, such as user interfaces, workflow execution and integrations, is monitored separately where relevant. Metrics may also include the impact of releases or configuration changes on availability, supporting transparency and continuous service improvement.
• Reporting types:
  • API access
  • Real-time dashboards
  • Regular reports
  • Reports on request
• Resource tagging: Yes
• FOCUS resource tagging: Yes

Supplier type

• Supplier type: Reseller providing extra features and support
• Organisation whose services are being resold: AskElie AI & Agentic capabilities

Staff security

• Staff security clearance: Conforms to BS7858:2019
• Government security clearance: 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 4.0)
• Penetration testing frequency: At least once a year
• Penetration testing approach: In-house
• Protecting data at rest: Other
• Other data at rest protection approach: Azure protects data at rest by default using 256-bit AES encryption (FIPS 140-2 compliant) across SaaS, PaaS, and IaaS services. Key methods include Storage Service Encryption (SSE) for storage, Azure Disk Encryption (ADE) for VMs, and Transparent Data Encryption (TDE) for SQL. Security is managed via Microsoft-managed keys or customer-managed keys in Azure Key Vault.
• Data sanitisation process: Yes
• Equipment disposal approach: Complying with a recognised standard, for example CSA CCM v4.0, CAS (Sanitisation) or ISO/IEC 27001
• Data sanitisation type:
  • Deleted data can’t be directly accessed / Cryptographic Erasure
  • Data Erasure
  • Explicit overwriting of storage before reallocation / Secure Erase
  • Degaussing

Data importing and exporting

• Data export approach: A typical data export from AskElie includes customer-owned operational data such as case or task records, request details, status, timestamps and outcomes. Where applicable, workflow configurations, decision rules and audit logs showing actions taken by the service can also be provided. Reporting data, including processing volumes and completion times, may be included. Data is exported in standard, machine-readable formats such as CSV or JSON to support reuse or migration, with system-level or proprietary platform data excluded unless explicitly agreed.
• Data export formats:
  • CSV
  • ODF
  • Other
• Other data export formats:
  • JSON
  • Word
  • PDF
• Data import formats:
  • CSV
  • ODF
  • Other
• Other data import formats:
  • Word
  • Excel
  • PDF
  • URLs

Data-in-transit protection

• Data protection between buyer and supplier networks:
  • Private network or public sector network
  • TLS (version 1.2 or above)
  • IPsec or TLS VPN gateway
  • Legacy SSL and TLS (under version 1.2)
  • Other
• Other protection between networks: SFTP
• Data protection within supplier network:
  • TLS (version 1.2 or above)
  • IPsec or TLS VPN gateway

Availability and resilience

• Guaranteed availability: Uptime is 99.95% routinely
• Approach to resilience: AskElie is designed to operate on Microsoft Azure cloud infrastructure, leveraging Azure’s built-in resilience and availability capabilities to support service continuity. The platform is deployed using Azure services that provide infrastructure redundancy, monitored components and managed recovery mechanisms, reducing reliance on single points of failure.; ; Core service components are logically separated and deployed to support isolation of faults, allowing individual components to be recovered or scaled without impacting the wider service. Azure-native monitoring and alerting services are used to detect performance degradation, availability issues or abnormal behaviour, enabling timely response and remediation.; ; Capacity management and scaling controls are applied to accommodate variations in demand, helping ensure the service remains stable during peak usage. Configuration changes and updates are managed in a controlled manner to minimise disruption and reduce operational risk.; ; AskElie follows Azure’s shared responsibility model, inheriting resilience controls at the infrastructure and platform layers while applying application-level resilience measures such as workflow management, controlled execution and error handling. Backup, recovery and restoration processes are implemented in line with Azure capabilities and customer requirements.; ; This approach supports a resilient, recoverable service that aligns with public sector expectations for cloud-hosted services while allowing resilience configurations to be tailored where required.
• Outage reporting: Email alerts

Identity and authentication

• User authentication needed: Yes
• User authentication:
  • Multi-Factor Authentication (MFA)
  • Public key authentication (including by TLS client certificate)
  • Limited access network (for example PSN)
  • Username or password
• Access restrictions in management interfaces and support channels: All RBAC as defined and agreed with Customer
• Access restriction testing frequency: At least once a year
• Management access authentication:
  • Multi-Factor Authentication (MFA)
  • Username or password

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: At least 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: Between 6 months and 12 months

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: ISO 27001
• Software Security Code of Practice: Yes

Operational security

• Configuration and change management standard: Supplier-defined controls
• Configuration and change management approach: Configuration items, including infrastructure, applications, integrations and security controls, are recorded and maintained throughout their lifecycle. Changes are managed through a formal change process covering request, impact assessment, approval, testing and controlled release. All changes are assessed for potential impact on security, availability and data protection before implementation. Access to make changes is restricted to authorised personnel and activity is logged. Changes are deployed through controlled environments, with rollback mechanisms applied where required. Audit logs and version histories are retained to support traceability, incident investigation and compliance assurance.
• Vulnerability management type: Complies with a recognised standard, for example CSA CCM v4.0 or SSAE-18 / ISAE 3402
• Vulnerability management approach: AskElie operates a structured vulnerability management approach aligned with cloud security best practice and the Microsoft Azure shared responsibility model. Vulnerabilities are identified through Azure security monitoring, platform alerts, dependency tracking and review of relevant security advisories. Identified issues are assessed for risk, impact and exploitability, and prioritised for remediation. Remediation may include patching, configuration changes or component updates, which are tested and deployed through controlled change processes. Azure security services support continuous monitoring for vulnerabilities and misconfigurations. Third-party and open-source components are monitored for published vulnerabilities, with fixes applied as required. Vulnerability management activities logged to support audit assurance.
• Protective monitoring type: Complies with a recognised standard, for example CSA CCM v4.0 or SSAE-18 / ISAE 3402
• Protective monitoring approach: Protective monitoring is implemented across the platform to identify suspicious or unauthorised activity. Logs and events are continuously monitored to detect abnormal behaviour, access anomalies and potential security incidents. Alerts are generated where thresholds or patterns indicate possible compromise. When a potential issue is identified, it is triaged promptly, investigated and contained where required. Incident response procedures are followed to limit impact, preserve evidence and restore normal service. Response times are prioritised based on severity and risk. Monitoring outputs are reviewed regularly to refine detection, improve response effectiveness and support ongoing security assurance.
• Incident management type: Complies with a recognised standard, for example, CSA CCM v4.0 or ISO/IEC 27035:2011 or SSAE-18 / ISAE 3402
• Incident management approach: Incident management follows predefined procedures for common security, availability and data related events. Incidents can be reported by users through agreed support channels and are logged, categorised and prioritised on receipt. Each incident is assessed, assigned and managed through to resolution using defined response and escalation steps. Customers are kept informed where required, based on severity and impact. Incident reports are produced following resolution, detailing root cause, actions taken and any corrective measures. Lessons learned are reviewed to improve controls, reduce recurrence and strengthen overall service resilience over time and aligned with contractual obligations and regulatory notification requirements where applicable.
• Post-quantum cryptography secure: No

Secure development

• Approach to secure software development best practice: Conforms to a recognised standard, but self-assessed

Public sector networks

• Connection to public sector networks: No

Pricing

• Discount for educational organisations: Yes
• Free trial available: Yes
• Description of free trial: Subject to discretion of Supplier and requriement

Discount percentage by annual call-off contract value (excluding VAT)

• Less than £250,000: 0%
• Between £250,000 and £500,000: 5%
• Between £500,001 and £1,000,000: 5%
• Between £1,000,001 and £2,500,000: 10%
• Between £2,500,001 and £5,000,000: 15%
• Over £5,000,001: 15%

Standards and certifications

• ISO/IEC 27001 certification: Yes
• ISO/IEC 27001 accredited by: Citation ISO Certification
• ISO/IEC 27001 accreditation date: Wednesday 6 March 2024
• What the ISO/IEC 27001 doesn’t cover: Our certification covers the full organisation. There are no exclusions.
• ISO 28000:2022 certification: No
• ISO 9001 certification: No
• Quality management systems (QMS): Yes
• CSA STAR certification: No
• PCI certification: No
• Cyber essentials: Yes
• Cyber Essentials Certificate Number: D7cedbc2-3254-46bb-b28f-1ba47338603f
• Cyber essentials plus: Yes
• Cyber Essentials Plus Certificate Number: Fce1a2b9-4e6a-4668-a25e-12a1e11ee2ac
• Other security certifications: No

Social value

• Mission: Kick start economic growth:

  To secure the highest sustained growth in the G7 - with good jobs and productivity growth in every part of the country making everyone, not just a few, better off.

  Policy Outcome 1: Fair work: That offers fair wages and good working conditions. Help people get a job, stay in work, and progress in their careers, with good employment opportunities across the country. Notes: Where there is a large proportion of labour costs in the contract, commercial teams should consider MAC in Outcome 1 as a priority

  • New or retained jobs on the contract workforce in the relevant area that meet the criteria set out in MAC 1b, 1c and 1d
  • New apprenticeships on the contract workforce in the relevant area that meet the criteria set out in MAC 1b
  • Providing opportunities for, and measuring and monitoring of, staff workforce conditions over time, including employee engagement, involvement in decision-making and satisfaction and adapting to any changes in the results, with clear processes for acting on issues identified
  • Plans to engage the contract workforce in deciding the most important workplace issues to address
  • Activities that support an environment where staff are educated about, and feel empowered to, address their physical wellbeing
  • Activities that support an environment where staff are educated about and feel empowered to report and address bullying and harassment
  • Payment of more than the National Minimum Wage or National Living Wage (as appropriate) to the contract workforce
  • Measures to support in-work progression to help people in the contract workforce, to move into higher paid work by developing new skills relevant to the contract
  • Support for educational attainment relevant to the contract, including training schemes that address skills gaps and result in recognised qualifications
  • Understanding of the modern slavery risks and issues affecting the market, industry, sector or country (of origin or of source) relevant to the contract, and the workforce in the supplier’s own organisation and those of its key subcontractors
  • Outline policies and practices to be applied to or put in place for the contract to mitigate and manage modern slavery risks, including: Pre-employment checks, recruitment practices. Workplace conditions, safeguarding plans and processes in place and regular monitoring with relevant groups considered, which may include sampling
  • How to ensure business decisions re: price/cost, short lead times, payment timescales do not create modern slavery risks in the supply chain

  Policy Outcome 2: Skills for growth: Supporting growth sectors and addressing skills gaps.

  • Support for educational attainment relevant to the contract, including training schemes that address skills gaps and result in recognised qualifications
  • Delivery of apprenticeships, supported internships and T Level industry placement opportunities (Level 2, 3 and 4+) in relation to the contract

  Policy Outcome 3: Resilient, innovative and flexible supply chains: Support economic growth through enabling resilient businesses, opportunities for small businesses and voluntary, community and social enterprises

  • Understanding of the types of businesses in the market and the level of participation by new businesses, entrepreneurs, start-ups, SMEs, VCSEs and mutuals
  • Activities to identify opportunities to open up sub-contracts under the prime contract to a diverse range of businesses, including new businesses, entrepreneurs, start-ups, SMEs, VCSEs and mutuals
  • Support for community-led initiatives relevant to the contract. Illustrative examples: improving transport links; reducing loneliness; helping with English language proficiency; and facilitating social mixing among people with different backgrounds
• Mission: Make Britain a clean energy superpower:

  To cut bills, create jobs and deliver security with cheaper, zero-carbon electricity by 2030, accelerating to net zero

  Policy Outcome 4: Sustainable procurement practices: Reducing carbon footprints, minimising waste, and promoting the use of clean energy and green technologies.

  • Understanding of opportunities for additional environmental benefits delivery in the performance of the contract, including working towards net zero carbon emissions and use of clean energy and green technologies
  • Delivery of additional environmental benefits through the performance of the contract, including working towards net zero carbon emissions and use of clean energy and green technologies
  • Understanding of how to influence staff, suppliers, customers, communities and/or any other appropriate stakeholders through the delivery of the contract to support climate and nature protection and improvement
• Mission: Break down barriers to opportunity:

  By reforming our childcare and education systems, to make sure there is no class ceiling on the ambitions of young people in Britain

  Policy Outcome 6: Employment and training: For those who face barriers to employment

  • Understanding of employment and skills issues, and of the skills and employment shortages of high growth sectors relating to the contract
  • Creation of employment opportunities particularly for those who face barriers to employment, such as prison leavers, care leavers and/or who are located in deprived areas, and for people in industries with known skills shortages or in high growth sectors
  • Understanding of the issues affecting the representation of disabled people in the workforce in the market, industry or sector relevant to the contract, and in the supplier’s own organisation and those of its key sub-contractors
  • Inclusive and accessible recruitment practices, and retention-focused activities, including those provided in the Guide for line managers on recruiting, managing and developing people with a disability or health condition
  • Introducing transparency to pay and reward processes
  • Offering a range of quality opportunities with routes of progression if appropriate, e.g. T Level industry placements, students supported into higher level apprenticeships.
  • Working conditions which promote an inclusive working environment and promote retention and progression
  • Understanding of the issues affecting inequality in employment, skills and pay in the market, industry or sector relevant to the contract, and in the supplier’s own organisation and those of its key sub-contractors. Measures to tackle inequality in employment, skills and pay in the contract workforce

  Policy Outcome 7: Creating a pipeline of opportunities: For the contract workforce, reducing barriers to entry for under-represented groups.

  • Understanding of the issues affecting the development of new skills by target cohort
  • Understanding of the underlying factors affecting improvements to reduce barriers to entry and training schemes for the target cohort(s) related to the contract workforce
  • Other measures to offer development opportunities for the target cohort(s) in the contract workforce
  • Understanding of issues relating to entering the contract workforce
• Mission: Build an NHS fit for the future:

  That is there when people need it; with fewer lives lost to the biggest killers; in a fairer Britain, where everyone lives well for longer.

  Policy Outcome 8: Increasing productivity through physical and mental wellbeing: In the supply chain and communities in the relevant area.

  • Understanding of issues relating to health and wellbeing, including physical and mental health, in the contract workforce
  • Understanding barriers to access to health and social care services or employment opportunities e.g. digital inclusion

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 pete.marshall@globaloas.com. Tell them what format you need. It will help if you say what assistive technology you use.