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  1. Digital Marketplace
  2. Lot 2: Cloud software
  3. IBM Business Automation Content Analyzer
IBM United Kingdom Ltd

IBM Business Automation Content Analyzer

Content Analyzer is a cloud-based API web service for automatic and rapid classification and data extraction from a range of document types using OCR and PDF extraction. It integrates with AI technologies to increase extraction of useful data from unstructured documents. Document types are defined in a no-code graphical ontology.


  • Fast analysis of multi-page documents in parallel
  • Easy no-code graphical document type ontology definition
  • IBM and 3rd party AI integration for unstructured data capture
  • Classification engine to automatically identify document types
  • No need to specify where values will appear in document
  • Support digital formats: PDF, TIF, JPG, PNG, DOC/DOCX
  • Range of selectable outputs - JSON, UTF8, Enhanced PDF
  • Fields can be marked as mandatory and/or sensitive
  • Built in learning capability
  • Capture confidence levels for classification of document and fields


  • Leverage knowledge to drive business processes beyond their current limita
  • Adds fast/intelligent automated capture capabilities to any solution
  • Automatically handles different and changing document layouts
  • Reduces the need for humans to perform repetitive manual activities
  • Speeds processing and reduces errors in data extraction
  • Cloud native application so no need to install anything locally
  • Speeds implementation as it can be integrated in days
  • Business user tools reduce overall developer costs
  • Train many document types with just a single example


£1,200 an instance a month

  • Free trial available

Service documents

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G-Cloud 13

Service ID

7 1 8 2 3 3 9 6 9 5 3 0 4 7 1


IBM United Kingdom Ltd Anne-Marie Wheeler
Telephone: 0207 202 3000

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
Content Analyzer can be used as a stand-alone service, or connected to IBM Business Automation Content Services on Cloud (ACSoC) to provide document management and sharing. Documents managed in ACSoC can be sent to Content Analyzer for classification and information extraction. Part of the full Digital Business Automation Platform.
Cloud deployment model
  • Public cloud
  • Private cloud
  • Hybrid cloud
Service constraints
Cloud Services are designed to be available 24/7, subject to maintenance. Client will be notified of scheduled maintenance.
System requirements
  • Internet connection & web browser
  • Ability to call REST APIs

User support

Email or online ticketing support
Email or online ticketing
Support response times
Severity 1 within 1 hour 24-7 Severity 2 within 2 business hours Mon-Fri Severity 3 within 4 business hours Mon-Fri Severity 4 within 1 business day Mon-Fri.
Please visit for more details.
User can manage status and priority of support tickets
Online ticketing support accessibility
WCAG 2.1 AA or EN 301 549
Phone support
Phone support availability
9 to 5 (UK time), Monday to Friday
Web chat support
Web chat
Web chat support availability
24 hours, 7 days a week
Web chat support accessibility standard
WCAG 2.1 AA or EN 301 549
Web chat accessibility testing
IBM has a project in place called "Vy11as" that is being used to provide sample code to test assistive technologies. This project is documented online at
Onsite support
Yes, at extra cost
Support levels
Support is available 24x7. Support is provided by a ticketing system. Customer can define severity level 1-4. Premium support can be purchased which comes with a client success manager for 8 hours per week.
See for full details.
Support available to third parties

Onboarding and offboarding

Getting started
We provide comprehensive on-line documentation, tutorials and a range of code samples in different programming languages
Service documentation
Documentation formats
  • HTML
  • PDF
End-of-contract data extraction
In the event of termination of the agreement and/or of a given Service, IBM will grant all reasonable and requisite cooperation in drawing up and implementing a plan that describes the way IBM will ensure the handover of the Cloud Services and data to the customer or a subsequent supplier assigned by the former. The Exit Plan to be drawn up by the parties will include all detailed activities, responsibilities, dependencies, costs and milestones for the termination and the handover of the corresponding Services to the customer or a subsequent supplier.
End-of-contract process
At the end of the contract services continue to run but the user will be prompted to add a new payment method or sign a new contract. Access via the UI will be disabled but services continue to run and there is no immediate data loss.

IBM will return the Client Data within a reasonable period in a reasonable and common format upon receiving written instructions from the Client prior to termination or expiration.

Using the service

Web browser interface
Supported browsers
  • Internet Explorer 11
  • Microsoft Edge
  • Firefox
  • Chrome
  • Safari
Application to install
Designed for use on mobile devices
Differences between the mobile and desktop service
No difference.
Service interface
User support accessibility
WCAG 2.1 AA or EN 301 549
Description of service interface
A single web application is provided to drive all aspect of document ontology creation, scanning, user and audit management, AI integration, documentation and code samples.
Accessibility standards
WCAG 2.1 AA or EN 301 549
Accessibility testing
IBM has a project in place called "Vy11as" that is being used to provide sample code to test assistive technologies. This project is documented online at
What users can and can't do using the API
RESTful API access is available to submit new documents for scanning, checking the status of submissions, retrieving the results of a scan and deleting a document from the system.
API documentation
API documentation formats
  • Open API (also known as Swagger)
  • HTML
  • PDF
API sandbox or test environment
Customisation available
Description of customisation
The service itself cannot be customised but buyers will configure the service to :
- define all their own document types in the Ontology editor
- manage the users who can access the service
- define the AI integration points
- define the service authentication keys


Independence of resources
The performances delivered are determined by the purchased offering which defines the parameters for throughput and volumes - number of pages per month.

Different tier offerings are available depending on workload requirements.


Service usage metrics
Metrics types
Number of scan requests and processing times are shown in the Web Interface. A detailed, filterable Audit log provides access to all events that occur in the service such as user login an ontology edits.
Reporting types
Real-time dashboards


Supplier type
Not a reseller

Staff security

Staff security clearance
Other security clearance
Government security clearance
Up to Developed Vetting (DV)

Asset protection

Knowledge of data storage and processing locations
Data storage and processing locations
  • United Kingdom
  • European Economic Area (EEA)
  • Other locations
User control over data storage and processing locations
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
Another external penetration testing organisation
Protecting data at rest
  • Physical access control, complying with CSA CCM v3.0
  • Physical access control, complying with SSAE-16 / ISAE 3402
  • Physical access control, complying with another standard
  • Encryption of all physical media
  • Scale, obfuscating techniques, or data storage sharding
Data sanitisation process
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
Data can be exported using options in the web interface or via REST API calls.
The API is documented here :
Data export formats
Other data export formats
  • JSON - configurable sructured results from the scan
  • UTF8 - words identified by the OCR process
  • PDF - Enhanced PDF output from the scan
Data import formats
Other data import formats
  • PDF
  • PNG

Data-in-transit protection

Data protection between buyer and supplier networks
  • TLS (version 1.2 or above)
  • IPsec or TLS VPN gateway
  • Other
Other protection between networks
IBM will encrypt content not intended for public or unauthenticated viewing when transferring content over public networks. Further, unless excluded by a TD, IBM will enable use of a cryptographic protocol, such as HTTPS, SFTP, and FTPS, for Client’s secure transfer of content to and from the Cloud Service over public networks.
Data protection within supplier network
  • TLS (version 1.2 or above)
  • IPsec or TLS VPN gateway

Availability and resilience

Guaranteed availability
The SLAs are given in the attached Service Description. Refunds of monthly subscription are summarised here for missed SLAs: 2% for less than 99.9% availability, 5% for less than 99.0% and 10% for less than 95.0% For more information about IBM data centers refer to following site:
Approach to resilience
Available on request.
Outage reporting
Email alerts

Identity and authentication

User authentication needed
User authentication
  • Identity federation with existing provider (for example Google Apps)
  • Username or password
Access restrictions in management interfaces and support channels
IBM maintains individual role-based authorization of privileged accounts that is subject to regular validation. A privileged account is a duly authorized IBM user identity with administrative access to a Cloud Service, including associated infrastructure, networks, systems, applications, databases and file systems.
Access restriction testing frequency
At least every 6 months
Management access authentication
  • 2-factor authentication
  • Public key authentication (including by TLS client certificate)
  • Dedicated link (for example VPN)
  • 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
Between 1 month and 6 months
Access to supplier activity audit information
Users contact the support team to get audit information
How long supplier audit data is stored for
Between 1 month and 6 months
How long system logs are stored for
Between 1 month and 6 months

Standards and certifications

ISO/IEC 27001 certification
Who accredited the ISO/IEC 27001
Bureau Veritas
ISO/IEC 27001 accreditation date
What the ISO/IEC 27001 doesn’t cover
The infrastructure and platform this offering is run on is ISO/IEC 27001 compliant. The current SaaS application is also compliant.
ISO 28000:2007 certification
CSA STAR certification
CSA STAR accreditation date
CSA STAR certification level
Level 1: CSA STAR Self-Assessment
What the CSA STAR doesn’t cover
The infrastructure and platform this offering is run on has a CSA STAR Self-Assessment certificate. The SaaS side of this offering currently does not have this. The IBM CSA Star Self-Assessment can be viewed here
PCI certification
Cyber essentials
Cyber essentials plus
Other security certifications
Any other security certifications
Yes, for a full list see:

Security governance

Named board-level person responsible for service security
Security governance certified
Security governance standards
ISO/IEC 27001
Information security policies and processes
IBM has an Information Technology (IT) Security policy that establishes the requirements for the protection of IBM's worldwide IT systems and the information assets they contain, including networks and computing devices such as servers, workstations, host computers, application programs, web services, and telephone systems within the IBM infrastructure. IBM’s IT Security policy is supplemented by standards and guidelines, such as the Security Standards for IBM's Infrastructure, the Security and Use Standards for IBM Employees and the Security Guidelines for Outsourced Business Services. Such are reviewed by a cross-company team led by the IT Risk organization every six months.

IBM has a dedicated Vice President of IT Security who leads a team responsible for IBM's own enterprise data security standards and practices. Responsibility and accountability for executing internal security programs is established through formal documented policies. IBM Services teams also have dedicated executives and teams who are responsible for information and physical security in the delivery of our client services.

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
IBM maintains policies and procedures to manage risks associated with the application of changes to its Cloud Services. Prior to implementation, all changes to a Cloud Service, including its systems, networks and underlying components, will be documented in a registered change request that includes a description and reason for the change, implementation details and schedule, a risk statement addressing impact to the Cloud Service and its clients, expected outcome, rollback plan, and documented approval by IBM management or its authorized delegate.
Vulnerability management type
Conforms to a recognised standard, for example CSA CCM v3.0 or SSAE-16 / ISAE 3402
Vulnerability management approach
With each Cloud Service, as applicable and commercially reasonable, IBM will a) perform penetration testing and vulnerability assessments before production release and routinely thereafter, b) enlist a qualified and reputable independent third-party to perform penetration testing and ethical hacking at least annually, c) perform automated management and routine verification of underlying components’ compliance with security configuration requirements, and d) remediate any identified vulnerability or noncompliance with its security configuration requirements based on associated risk, exploitability, and impact. IBM takes reasonable care to avoid Cloud Service disruption when performing its tests, assessments, scans, and execution of remediation activities.
Protective monitoring type
Conforms to a recognised standard, for example CSA CCM v3.0 or SSAE-16 / ISAE 3402
Protective monitoring approach
IBM maintains and follows policies requiring administrative access and activity in its Cloud Services’ computing environments to be logged and monitored, and the logs to be archived and retained in compliance with IBM’s worldwide records management plan. IBM monitors privileged account use and maintain security information and event management policies and measures designed to a) identify unauthorized administrative access and activity, b) facilitate a timely and appropriate response, and c) enable internal and independent third party audits of compliance with such policies. IBM systematically monitors the health and availability of production Cloud Service systems and infrastructure at all times.
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
-maintains and follows incident response policies aligned with NIST guidelines for computer security incident handling, and will comply with data breach notification requirements under applicable law.
-investigates security incidents, including unauthorised access or use of content or the Cloud Service, of which IBM becomes aware, and, if warranted, define and execute an appropriate response plan.
-promptly notifies Client upon determining that a security incident known or reasonably suspected by IBM to affect Client has occurred.
-provides Client with reasonably requested information about such security incident and status of applicable remediation and restoration activities performed or directed by IBM.

Secure development

Approach to secure software development best practice
Supplier-defined process

Public sector networks

Connection to public sector networks

Social Value

Fighting climate change

Fighting climate change

In February 2021, IBM committed to achieving net zero greenhouse gas emissions globally by 2030. On this path, IBM are on track to have reduced greenhouse gas emissions by 65% (against 2010 base) in 2025, and 75% of our global electricity consumption will be from renewables by 2025. The IBM UK Carbon Reduction Plan (CRP) is published annually in which we report progress in achieving Net Zero.
In fulfilling our responsibilities under our contracts, our staff operate in line with our IBM Environmental Policy and implemented through our worldwide Environmental Management System (EMS), which covers objectives including achieving our net zero greenhouse gas commitment, reduction in water use, reduction in waste going to landfill, creating green space, enhancing the natural environment and improving air quality. Local initiatives are in place around IBM locations, including on shared or zero-carbon travel, with various cycle-to-work and car-share initiatives and incentives, and through environmentally focused volunteering.
To influence staff, suppliers, customers and communities through the delivery of the contract to support environmental protection and improvement, we include Social Responsibility and Environmental Management requirements in subcontracts, and encourage staff to work with the wider teams on improvements. In some locations, a ‘Environmental Business Resource Group’ promotes sustainability and plans community-based volunteer work.
In 2020 IBM launched the responsible.computing() initiative, which addresses modern computing challenges and integrates aspects of sustainability, climate, ethics, openness, privacy and security. We assess proposed technical solutions against efficient energy usage.
IBM began detailed tracking and monitoring of our environmental footprint in 1990 - being forthright and transparent in our impact long before it was fashionable or required. We have made significant improvements over the last 30 years and will continue to always report transparently on impacts and our progress.
Covid-19 recovery

Covid-19 recovery

To help local communities manage and recover from the impacts of COVID-19 IBM have created employment and re-training opportunities. IBM provide a free, fully online offering called SkillsBuild Reignite, tailored for job seekers, and those needing to grow their digital skills. Once an initial 30-hours of online learning is completed, Reignite offers free one-on-one coaching, seminars and facilitated discussions from IBM volunteers.
IBM encourage our staff, suppliers and customers to support our communities. The Volunteer’s Portal manages over 1.3 million hours of volunteering by IBM employees.
We support our extensive ecosystem of external SME's manage and recover from the impacts of COVID-19. IBM has invested to help reduce barriers to entry that may preclude participation in delivery by SMEs. This could relate to financial standing, ability to accept risk, invest in bids, or ability to supply sufficient volumes of resources.
We have several initiatives to support staff with the impact of the COVID-19 pandemic and extend those initiatives to the clients we partner with. Mental health support is available at all times to all of our staff and their families, and we train volunteering staff as mental health first aiders. We have many programmes in place to tailor a gradual return to health and work following illness.
IBM reimagined many of our workplaces and policies to support COVID-19 recovery and are committed to ongoing safe working to reduce demand on health and care services. We have also implemented our Work from Home Pledge & Hybrid Working Pledge for all staff, which ensures we establish and respect new boundaries and support each other in this new way of working and living. We published our ‘Return to Workplace Playbook’ to manage the safe return to both IBM and client workplaces. IBM is promoting an ongoing Hybrid working approach.
Tackling economic inequality

Tackling economic inequality

IBM invest to understand of the causes and effects of inequality. We run multiple initiatives to attempt to level opportunity, focused on our stated social-responsibility goal to support education and skills development in Science and Technology, with a specific focus on those who may not otherwise be attracted, or have the opportunity, to develop those skills.
The ‘IBM Ignite’ scheme, a national Movement to Work programme, offers vocational traineeships and work experience to disadvantaged youth unemployed. Together with City Gateway, our London charity partner, IBM offer 5-week, onsite, workplace programmes to break the cycle of ‘no work experience, no job’.
IBM are proud to have created This is a global programme, and for the UK offering IBM have partnered with, a social enterprise working to resettle refugees through labour market and social integration, City Gateway, a London charity working with disadvantaged young people, women and families in deprived areas to build skills and ambition, and SaluteMyJob, a charity creating opportunities for ex-Servicemen and women under the armed forces covenant. The SkillsBuild programmes offer training, in-person support, credentials and opportunities to put the learning into practice. In addition to the direct training through charity partners, SkillsBuild Reignite is now also available free to all online. The SkillsBuild training gives recognised qualifications to those searching for employment in a digital economy. In addition, the programme gives job-search skills, teaches agile methods and design thinking, and has specific training in growing IT fields, such as cybersecurity, big data, artificial intelligence.
IBM UK employ over 250 school-leaver apprentices every year. Our award-winning programme offers apprenticeships ranging from Level 3 to Level 6, with more than half of the apprentices applying and continuing their employment with IBM.
Equal opportunity

Equal opportunity

In 1942, IBM hired blind psychologist Michael Supa to create a programme for hiring and training people with disabilities. Supa then worked in IBM institutionalising disability representation and equality for 37 years, and 80 years after he was hired IBM continue to lead in Accessibility, Inclusive hiring and Representation to reduce the disability employment gap. The Accessible Workplace Connection portal makes it easy for managers to accommodate IBMers who consider themselves to have disabilities, and all recruitment activities are accessible and open. IBM support all employees in training and developing new skills relevant to them, with at least 40 hours of structured training required every year. The training can link to recognised, external qualifications, building skills relevant to the contract. IBM is accommodating of those with additional needs, ensuring all training is inclusive.
IBM believes that a diverse and inclusive work environment drives higher quality delivery. We have created employment and training opportunities for those with protected characteristics in the UK since 1912. Our 300+ employee-led communities support ethnic minorities, neurodiversity, LGBTQ+, females, veterans and more through regular events within their communities. Every IBMer completes regular mandatory Diversity & Inclusion training, and 88.3% of colleagues said that they felt that they could be their authentic selves in work. IBM run a “BeEqual” campaign and programmes, with tens of thousands of employees making a BeEqual pledge of allyship to colleagues from minority groups and 6000 IBMers globally are certified as LGBT+ Allies. In 2020, 250+ IBM employees completed apprenticeships within the UK with 42% identifying as BAME and 58% as female (supporting our Women in Technology initiatives). IBM have a culture of promotion and recruitment aiming to addresses workforce inequality for all to have the opportunity to fulfil their potential.


IBM has an advanced Health and Wellbeing Programme, recognising the criticality and benefits of a healthy and supported workforce. A wide-ranging Employee Assistance Program is provided confidentially to all employees 24/7, at no cost to them, backed up by medical insurance with annual health assessments available. IBM operate a Mental Health First Aid Programme, with over 200 qualified mental health first-aiders volunteering in the UK. These colleagues make themselves approachable as a first step. IBM UK have Disability Confident status, winning in 2021 the Best Employer for Diversity and Inclusion award from WM UK, due to the broad focus on D&I throughout the pandemic, including hidden disabilities and neurodiversity. IBM has a global neurodiversity hiring program (ND@IBM).
In the new model of home and hybrid working since 2020, various initiatives have been created to maintain and improve both mental and physical health when working remotely. The IBM Working from Home Pledge includes commitments to take time out for yourself, and to check-in regularly on colleagues. It was recognised that working alone can be challenging for some, and regular sessions, support programmes and training is now in place to keep people connected. Managers have undertaken training to recognise those struggling and have tools of early support. A “2020 health challenge” was taken up by 20% of the permanent employee population, with 69% of participants reported being less stressed, 74% exceeded 10,000 steps a day. Ergonomic equipment to create a better working-from-home environment is available to all.
Within projects and programmes, and as part of contract delivery, IBM seek to make these various initiatives available to the entire, joint team of staff, suppliers, customers and communities. Project and colleague-based support and health initiatives are expanded where possible to all.


£1,200 an instance a month
Discount for educational organisations
Free trial available
Description of free trial
30 day free trial.

Service documents

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 Tell them what format you need. It will help if you say what assistive technology you use.