VOICESCAPE LIMITED

Voicescape Robotic Process Automation [RPA]

Robotic Process Automation (RPA) uses software robots to emulate what a human can do, processing mundane, high volume, repetitive tasks that frees up humans for more cognitive added value tasks. RPA is applicable to any industry in any department where these characteristics apply.

Features

• Clear and easy benefits case justification
• Extremely high accuracy levels and lower rework
• Productivity gains of up to tenfold improvements achievable
• The licence can run robots for multiple departments
• ICan run completely unattended 24/7
• Universal Credit Verification (UCV) Automation for Housing sector
• Can interface via GUI API SQL - very flexible interfaces
• Highly accurate data handling, manipulation and transfer capability
• The same licence can handle multiple processes throughout the day
• Process knowledge is retained in the organisation

Benefits

• Improves the speed and accuracy of data entry
• Reduces error and rework rates
• Data integrity issue focus to fix root causes of errors
• Drives focus on exception management and eradication
• Frees up staff time for more cognitive added value activities
• Enables out of hours working through unattended automations
• Creates additional processing capacity
• Enables businesses to do more with the same resources
• Creates opportunities to enhance and re-engineer processes
• Acts as topware to integrate and plug gaps between systems

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

Framework

G-Cloud 15

Service ID

688421094839345

Contact

Bill Williams
0161 884 3598
sales@voicescape.com

About your service

• Service categories:

  Application Development and Deployment

  Application development

  • Development languages, environments and tools
  • Software construction components
  • Business rules management
• 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: Our software services act as an extension to existing software applications without the need for complex system integrations.
• Cloud deployment model: Hybrid cloud
• Service constraints: There are no service constraints to the deployment of the UiPath automation platform.
• System requirements:
  • Provision of a test server, specification provided
  • Provision of a production server, specification provided
  • Provision of virtual user accounts with appropriate permissions
  • Purchase of Automation Developer and Production Licences
  • Option of On-Prem Orchestrator or Cloud Version
  • Can run on a local dedicated machine
  • Can run on a Windows Server
  • Remote access required via RDP or VPN
  • For 24/7 operations a Cloud Unattended licence is required
  • Remote access for developers required via RDP or VPN

User support

• Email or online ticketing support: Yes, at extra cost
• Support response times: Our standard support hours are 9am to 5pm, Monday to Friday excluding Bank holidays; our first response is within four hours across a working day window, so tickets raised at 4pm will be responded to by 12noon the following working day, however out of hours support can agreed separately, particularly to support weekend server and / or application upgrades.
• 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
• 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: We use Teams channels with our clients, this also preserves reports and client data client side for GDPR purposes
• Onsite support: Yes, at extra cost
• Support levels: Support is provided via remote access to investigate and resolve issues, that are predominantly environmental changes affecting the software robot. Support is billed in pre-bought tokens, which are an hour each at £200 per token, minimum spend applies, and are drawn down in 15 minute increments. The support is usually, but not exclusively, carried out by the software developer who built the solution on a client's behalf.
• Support available to third parties: No
• AI chatbot: No

Onboarding and offboarding

• Getting started: User documentation is provided covering infrastructure (server specifications, virtual user set up, URL whitelisting requirements), access (for assigned lead, cover and support developers to remote on to assigned servers) and configuration (data view files, parameters to map and match application to client set up and rules). Training and mentoring services are provided at an extra costs for inhouse teams to develop automation development skills, shadowing our developers.
• Service documentation: Yes
• Documentation formats:
  • HTML
  • PDF
• End-of-contract data extraction: The majority of data is held client side. Activity logs are held both client side and in the cloud, the data held in the latter is anonymised / restricted to exclude sensitive data for GDPR compliance. If the contract for the services is ended, the cloud Orchestrator organisation is deleted along with any data held therein within 30 days. Any data held on our servers or devices for the purposes of reporting, testing and development will be returned and removed from company servers & devices.
• End-of-contract process: The contract will comprise annual licence costs, solution development costs for the automation and optional support costs, as agreed, for continued support post go live sign off. The end of contract data extraction & removal actions apply and may be covered by any remaining support tokens plus any additional agreed support costs at standard day rates.
• Documentation accessibility standard: WCAG 2.2 AA

Using the service

• Web browser interface: Yes
• Supported browsers:
  • Microsoft Edge
  • Firefox
  • Chrome
• Application to install: Yes
• Compatible operating systems:
  • Android
  • IOS
  • Linux or Unix
  • Windows
• Designed for use on mobile devices: Yes
• Differences between the mobile and desktop service: The Orchestrator element of the service to trigger and schedule jobs is mobile friendly; the development canvas, Automation Developer, is not.
• Service interface: Yes
• User support accessibility: EN 301 549
• Description of service interface: The service interface is either via a cloud based Orchestrator for certain elements controlled by this element, or accessed remotely via an installed Automation Developer licence. User permissions can be controlled, granted and restricted by role and organisation.
• Accessibility standards: EN 301 549
• Accessibility testing: UiPath statement: "We have been actively working towards improving the accessibility in our products. Although there are still many things to work on, I would like to highlight some of the main areas that we focused on: Contrast issues that fall under the level AA requirements for both text and non-text elements Keyboard navigation Screen reader support Accessibility is now part of our yearly releases and with each new release we aim to improve our products even more."
• API: Yes
• What users can and can't do using the API: We can use web hooks for APIs for example to interface with Orchestrator, populate dashboards with performance updates. There is embedded capability in the UiPath platform to work with APIs.
• API documentation: Yes
• API documentation formats:
  • HTML
  • PDF
• API sandbox or test environment: Yes
• Customisation available: Yes
• Description of customisation: The platform has the capability for re-usable, bespoke components to be developed and stored in a library for use on other automation projects. Orchestrator assets can be customised. The Orchestrator schedule can be customised for triggering and prioritising jobs.

Scaling

• Independence of resources: The automation services primarily utilise clients' own infrastructure, essentially as virtual employees, and so is dependent on internal bandwidth and system load / utilisation. We ensure scalability by providing additional software licences as demand scales. We dynamically schedule jobs determined by client priority. Licences and machines can be shared or deployed uniquely by process.

Analytics

• Service usage metrics: Yes
• Metrics types: We measure successful transactions, business exceptions based on client based rules and application system exceptions based on client environment. We provide overall and transaction level processing times. Job statuses are provided through Orchestrator.
• Reporting types:
  • API access
  • Real-time dashboards
  • Regular reports
  • Reports on request
• Resource tagging: Yes
• FOCUS resource tagging: No

Resellers

• Supplier type: Reseller providing extra features and support
• Organisation whose services are being resold: Licences for platform elements

Staff security

• Staff security clearance: Other security clearance
• Government security clearance: Baseline Personnel Security Standard (BPSS)

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: 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: Other
• Other data at rest protection approach: UiPath encrypts customer data in transit and at rest. All customer data stored within UiPath cloud products and services is encrypted in transit over public networks using Transport Layer Security (TLS) 1.2+ to protect it from unauthorised disclosure or modification.
• Data sanitisation process: Yes
• Equipment disposal approach: In-house destruction process
• Data sanitisation type: Deleted data can’t be directly accessed / Cryptographic Erasure

Data importing and exporting

• Data export approach: The majority of data is held client side. Activity logs are held both client side and in the cloud, the data held in the latter is anonymised / restricted to exclude sensitive data for GDPR compliance. Any data held in partner platforms can be extracted, deleted and returned to clients within 30 days. Any data that the client is required to export is done via API or uploaded into secure shared locations. Data is encrypted in transit and at rest.
• Data export formats: CSV
• Data import formats:
  • CSV
  • Other
• Other data import formats:
  • PDF
  • JSON

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
• Data protection within supplier network:
  • TLS (version 1.2 or above)
  • IPsec or TLS VPN gateway

Availability and resilience

• Guaranteed availability: UiPath: 99.9% uptime guarantee, SOC 2 Type 2, ISO 9001, ISO/IEC 27001, and Veracode Verified™
• Approach to resilience: Available on request
• 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)
  • Identity federation with existing provider (for example Google Apps)
  • Dedicated link (for example VPN)
  • Username or password
• Access restrictions in management interfaces and support channels: Permission levels are managed and granted in agreement with clients.
• Access restriction testing frequency: At least every 6 months
• Management access authentication:
  • Multi-Factor Authentication (MFA)
  • Public key authentication (including by TLS client certificate)
  • Identity federation with existing provider (for example Google Apps)
  • Username or password

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: Less than 1 month
• Access to supplier activity audit information: Users have access to real-time audit information
• How long supplier audit data is stored for: Less than 1 month
• How long system logs are stored for: Less than 1 month

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: Cyber Essentials
• Information security policies and processes: Voicescape has policies that cover Information Security, Data Sharing, Internet Usage, GDPR, Network Access & Passwords, Information Security Incidents and AI Data Security. These are reviewed annually and circulated to all employees to confirm that they have read them. New employees are required to review all policies within one week of starting employment. We do not currently use third party contractors, but if we do in future they will be governed and contracted to our standards. The policies are controlled and updated by the Operations Director.
• Software Security Code of Practice: Yes

Operational security

• Configuration and change management standard: Supplier-defined controls
• Configuration and change management approach: UiPath statement: "UiPath adopts a cadence of two Enterprise Platform updates every year. The timing of these releases target April and October of each year. The April release of each year will be a Fast Track Support (FTS) and the October release will be a Long Term Support (LTS) release. This allows you to select the model that best supports your business requirements. SOC 2® attestation for additional services and HIPAA attestation provides confidence to adopt Automation Cloud if you’re operating in a regulated environment." We have a Software Delivery Lifecycle structured approach.
• Vulnerability management type: Supplier-defined controls
• Vulnerability management approach: Voicescape is entrusted with the responsibility to provide professional managed technical services to clients who provide us with confidential information. Inherent in this responsibility is an obligation to provide appropriate protection against theft of data and malware threats, such as viruses and spyware applications. The purpose of our policy is to establish standards for the base configuration of equipment that is owned and/or operated by Voicescape or equipment that accesses Voicescape’s internal systems. Effective implementation of this policy will minimise unauthorised access to proprietary information and technology and protect confidential client information.
• Protective monitoring type: Supplier-defined controls
• Protective monitoring approach: UiPath statement: "In the event of a breach, we use security response plans to minimise data leakage, loss, or corruption. We provide transparency to our customers throughout the incident. Our 24x7 SRE and Security team is always on hand to rapidly identify the issue and engage the necessary development team resources to contain the impact of the incident. Once the team has contained an issue, 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: Voicescape shall ensure that Incidents are detected as soon as possible and properly reported, and that they are: handled by appropriate authorised personnel with ‘skilled’ backup as required; are properly recorded and documented, with all evidence gathered, recorded and maintained in a way that will withstand internal and external scrutiny. Incidents are dealt with in a timely manner and service(s) restored asap. Any weaknesses in procedures or policies are identified and addressed. All incidents shall be analysed and reported to the designated officer(s).
• Post-quantum cryptography secure: No

Secure development

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

Public sector networks

• Connection to public sector networks: No

Pricing

• Discount for educational organisations: No
• Free trial available: No

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

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

Non-mandatory Standards and certifications

• ISO/IEC 27001 certification: Yes
• Who accredited the ISO/IEC 27001: SanCert Global
• ISO/IEC 27001 accreditation date: Sunday 30 June 2024
• What the ISO/IEC 27001 doesn’t cover: There is nothing out of scope
• ISO 28000:2022 certification: No
• ISO 9001 certification: No
• Quality management systems (QMS): No
• CSA STAR certification: No
• PCI certification: No
• Cyber essentials: Yes
• Please provide your Cyber Essentials Certificate Number: 264082b0-2069-45d3-a4d7-1861a27b5e7a
• Cyber essentials plus: No
• Cyber Essentials Alternative: In relation to the services you do not have a current and valid Cyber Essentials Plus certificate which has been awarded by one of the government approved Cyber Essentials accreditation bodies but you are working towards gaining it, and will be in a position to confirm that you have been awarded a current and valid Cyber Essentials Plus certificate by one of the government approved accreditation bodies within 12 months of the date of award.
• Other security certifications: No

Social value

• Section B - Commitment for Future: Delivery:

  • 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

    • 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
    • Monitoring of employee engagement rates (by protected characteristic) and, where necessary, the development of actions to ensure all voices are heard across the diversity of the workforce
    • 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 the contract workforce by providing career advice, and providing opportunities for staff working on the contract with in-work progression career development into known skills shortages or high growth areas
    • Support for educational attainment relevant to the contract, including training schemes that address skills gaps and result in recognised qualifications
    • Volunteering opportunities for staff
    • 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

  • 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 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

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

    • Activities that demonstrate a collaborative way to work with a diverse range of businesses as part of the supply chain
    • Understanding of local demographics, needs and opportunities for the co-design of the goods, services and works to be delivered under the contract
    • Plans for positive actions with community groups.
    • Measures to engage users and communities and build relationships to increase community integration build trust and influence how the contract is delivered

  • 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
    • Collaborative ways of working with the supply chain to deliver additional environmental benefits 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

  • 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 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
    • Inclusive and accessible development practices, including guidance for line managers on recruiting, managing and developing people with a disability or health condition

  • 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 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
    • Advertising, promotional and outreach activities designed to raise awareness of the offer to reach the target cohort
    • Understanding of issues relating to entering the contract workforce
    • Creation of outreach activities to create a pipeline of employees for the future contract delivery
    • Content of the outreach activity is designed to suit the target cohort
    • Advertising, promotional and outreach activities designed to raise awareness of the offer to reach the target cohort

  • 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
    • Inclusive and accessible recruitment practices, development practices and retention policies that support-focused activities including those provided in the Guide for line managers on recruiting, managing and developing which support people with a disability or health condition

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