NTT DATA Business Solutions (UK) Limited

NTT DATA Business Solutions – Digital Human Platform

NDBS’s Human Platform is a digital human that users can interact with. This is an approachable/friendly virtual ‘human’ living inside screens, utilizing the newest technology, artificial speech, computer vision and conversational artificial intelligence. Our digital humans have ‘personas’ created in line with our customers and integrated within the workforce.

Features

• Speaks like a human
• Listens and understands naturally spoken language
• Communicates through visuals such as images and videos
• Allows input through visuals via buttons or touch screen
• Digital Human has neutral, happy and sad facial expressions
• Greets users when they approach by detecting their face

Benefits

• Monthly cost is less than a full time employee salary
• Quick project build
• Data can be continuously updated to the knowledge base
• Variety of uses from receptionist, sales clerk, guide, presenter
• Users get immediate response
• Remembers people
• Always available – positive and empathetic
• Consistent advice and service levels

£1,495 to £6,900 a user a month

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 philip.newman@nttdata.com. Tell them what format you need. It will help if you say what assistive technology you use.

Framework

G-Cloud 14

Service ID

762655357908857

Contact

Philip Newman
07554555951
philip.newman@nttdata.com

Service scope

• Software add-on or extension: No
• Cloud deployment model: Private cloud
• Service constraints: No - N/A
• System requirements: PC or Kiosk required - NDBS can provide this

User support

• Email or online ticketing support: Email or online ticketing
• Support response times: Response times based on priority of the incident raised. Initial response times based on priorities outlined below. ; ; P1 – IRT: within 1 hour of case submission ; ; P2 – IRT: within 4 hours of case submission ; ; P3 – IRT: within 1 business day of case submission ; ; P4 – IRT: within 2 business days of case submission ; ; No support during weekends
• 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: Maintenance Support is included in the maintenance fees outlined for this add-on. NDBS can provide additional support for change requests and service requests and will work with the buyer to determine a support contract during the project. ; ; NDBS provide a fully tailored application and technical management support service having been providing support services to the SAP community since 1989, unique in the market. A global SAP certified partner, we offer the benefit of global capabilities with local presence. ; ; Global SAP PCoE Certification which ensures adherence to standards set by SAP. NDBS are ISO9001 and ISO27001 certified providing assurance of quality for our flexible support models that are flexible to demands from the customer. ; ; Governance of the service is provided by an assigned NDBS UK Service Delivery Manager, providing governance across all areas of the service including service management, incident and change management, continual service improvement and customer satisfaction.
• Support available to third parties: Yes

Onboarding and offboarding

• Getting started: NDBS provide education and training to customer project team members as part of the implementation along with user documentation
• Service documentation: Yes
• Documentation formats:
  • HTML
  • PDF
• End-of-contract data extraction: No data is stored by NDBS
• End-of-contract process: If the customer ends the contract for Digital Human, they will no longer have access to the product, the customer will need to inform NDBS in writing of the decision not to use the product. NDBS will arrange for any specific configuration for Digital Human to be removed and the functionality will no longer be available to the buyer. The time spent by the consultants to de-activate the functionality will be billable to the customer and the cost of this will be advised at the time of termination

Using the service

• Web browser interface: No
• Application to install: No
• Designed for use on mobile devices: No
• Service interface: Yes
• User support accessibility: None or don’t know
• Description of service interface: The service interface is via a PC or Kiosk which displays the digital human. The users interact with the digital human asking questions directly into the PC or Kiosk. The digital human will respond with the answer or any clarification questions required.
• Accessibility standards: None or don’t know
• Description of accessibility: N/A
• Accessibility testing: N/A
• API: No
• Customisation available: Yes
• Description of customisation: We work with customers to create the required persona for their digital human, i.e. for a receptionist: ; How they look ; Questions and responses

Scaling

• Independence of resources: If required NDBS are able to scale-up resources required to work on Digital Human and support. NDBS have access to global teams that we are able to utilise when demand increases

Analytics

• Service usage metrics: No

Resellers

• Supplier type: Reseller providing extra features and support
• Organisation whose services are being resold: NTT Data Business Solutions Own Software Product

Staff security

• Staff security clearance: Conforms to BS7858:2019
• Government security clearance: Up to Developed Vetting (DV)

Asset protection

• Knowledge of data storage and processing locations: Yes
• Data storage and processing locations: European Economic Area (EEA)
• User control over data storage and processing locations: No
• 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: In-house
• 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: Digital Human does not include the functionality to export data
• Data export formats: Other
• Other data export formats: N/A
• Data import formats: Other
• Other data import formats: N/A

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: Data is always encrypted in transit and transferred securely. ; ; Alternative (TLS 1.2 or higher) is used as standard, and various VPN technologies are supported, if the customer wishes.
• Data protection within supplier network:
  • TLS (version 1.2 or above)
  • Other
• Other protection within supplier network: (TLS 1.2 or higher) is standard in our application. ; ; In addition we do perform additional symmetric encryption in transit with RSA2048 or AES265, for various types of sensitive data (e.g. credentials for customer systems). ; ; We also employ network peering and other secure cloud practices.

Availability and resilience

• Guaranteed availability: Digital Human is hosted by the buyer and as such availability is the responsibility of the buyers hosting partner; however if NDBS were the buyers hosting partner then SLAs would be agreed as apart of that contract.
• Approach to resilience: Digital human is hosted by the buyer and as such resilience is the responsibility of the buyers hosting partner; however if NDBS were the buyers hosting partner then NDBS have a Cloud disaster recovery plan in place which is tested once per year.
• Outage reporting: Email alerts to affected customers where applicable

Identity and authentication

• User authentication needed: No
• Access restrictions in management interfaces and support channels: Support staff require a User ID and Password for the customer specific instance of the service, which remains under control of the customer at all times. System access by user ID is auditable.
• Access restriction testing frequency: At least once a year
• 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 6 months and 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: At least 12 months

Standards and certifications

• ISO/IEC 27001 certification: Yes
• Who accredited the ISO/IEC 27001: LRQA
• ISO/IEC 27001 accreditation date: 05/10/2022
• What the ISO/IEC 27001 doesn’t cover: N/A
• ISO 28000:2007 certification: No
• CSA STAR certification: No
• PCI certification: No
• Cyber essentials: No
• Cyber essentials plus: No
• Other security certifications: Yes
• Any other security certifications:
  • ISO 9001 - Quality Management System
  • ISO 27001 - Security Management System
  • ISO 22301 – Business Continuity Management System
  • ISO 10012 – Personal Information Management System
  • ISO/IEC27018 – Code of Practice for Personally Identifiable Information
  • ISO/IEC27017 – Code of Practice for Cloud Service Information Security

Security governance

• Named board-level person responsible for service security: No
• Security governance certified: No
• Security governance approach: This is currently in progress.
• Information security policies and processes: In the delivery of the software service, NDBS are certified according to the following security policies: ; ; ISO 9001 – Quality Management System ; ; Based upon quality management principles including strong customer focus and with the involvement key stakeholders with the ultimate goal of continual improvement. NDBS ISMS procedures and IT-security policy insured through the audit programme.

Operational security

• Configuration and change management standard: Supplier-defined controls
• Configuration and change management approach: The Digital Human solution will be configured to the buyers specification, our consultants follow internal standards for customisation. Any changes will follow the buyers internal change management processes and procedures. Once the project is completed changes will be the responsibility of the buyer and the buyer will be educated during the project how to perform the changes
• Vulnerability management type: Conforms to a recognised standard, for example CSA CCM v3.0 or SSAE-16 / ISAE 3402
• Vulnerability management approach: Vulnerability management includes/utilizes a.o. scanning and monitoring in Azure (i.e. Defender for Cloud), code vulnerability scanning, patch management routines for frequent update of 3rd party libraries.
• Protective monitoring type: Conforms to a recognised standard, for example CSA CCM v3.0 or SSAE-16 / ISAE 3402
• Protective monitoring approach: Central monitoring of logs and audit information from all application components as well as relevant scanning, detection and monitoring systems. Alerts are monitored centrally in addition to distribution to defined stakeholders. Response is handled through our processes for incident management and major incident management.
• 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: NDBS use a common incident management process for all products and services based on ITIL V4 principles. Buyers will have access to our support desk where incident ticket types are raised, incident is triaged and forwarded to the team responsible for the resolution. The consultant working on the ticket will update with the incident status and inform the user of actions taken to resolve. ; ; The service delivery manager responsible for the buyer will issue monthly reports which detail incidents raised and status. ; ; All processes and policies are defined following industry standards and audited in our SOC2 audit (biannually).

Secure development

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

Public sector networks

• Connection to public sector networks: No

Social Value

• Social Value:

  Social Value

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

  Fighting climate change

  NTT DATA established the Climate Action Committee (now the Green Action Committee) to lead our climate change initiatives. In October 2021, we created the Green Innovation Office with a focus on advancing green innovation. We are an active steering member of the Green Software Foundation, which is committed to continuous emissions reduction within the ICT industry. ; NTT DATA aims to achieve net zero for direct and indirect emissions from its own operations for data centres by 2030, the entire company including offices and other facilities by 2035, and its entire supply chain by 2040, with an immediate aim to reduce GHG across the organisation by 50,000 tons by 2025.; One of these initiatives is our “Work Where It Works” scheme, which gives employees more freedom over their work location. This has reduced the proportion of time our staff spend in office locations which, in turn, has reduced the carbon emissions associated with business travel and employee commuting which are our two biggest contributors to our carbon footprint.; A second initiative we offer is a subsidised electric car scheme and preferential deals on electric vehicles to encourage employees to switch from away from diesel and petrol vehicles to an all-electric vehicle.; We operate our “One Day, One Tree” campaign, where we provide a tree planting donation every quarter, with a seedling planted for each recorded day in UK consulting. Over the last 2 years, we have we donated 101,833 trees to 7 different international projects, ultimately absorbing approx. 2,036 tons of CO2 every year. ; We analyse our carbon footprint annually and report our results publicly via the SECR (Streamlined Energy ad Carbon Reporting) and ESOS (Energy Savings Opportunity Scheme). We action any recommendations from the consultancies involved in the audits.

  Covid-19 recovery

  Prior to the pandemic, NTT DATA were already ahead of their competitors in terms of flexible working. Post pandemic, this commitment has been recognised by NTT DATA, and remote/flexible working has become our new norm through our “Work Where It Works” initiative, which ultimately allows all employees more freedom over remote and hybrid working. ; During the pandemic, strict Health and Safety protocols were implemented and maintained in all NTT DATA office locations, including regular sanitisation, social distancing measures and access to testing and vaccination information. Whilst these have eased post pandemic, there is still a firm focus on making every NTT DATA office a safe and welcoming place to work. ; Our people are at the heart of everything we do, and it was vital, both during and post the pandemic, to find ways to keep employees engaged and connected, even if they are working remotely. NTT DATA host regular formal and informal get-togethers across business units, with each team having their own informal weekly team meeting, and monthly check-ins between employees and line managers to ensure wellbeing. ; Furthermore, the pandemic had a significant impact on mental health, which NTT DATA have responded to by providing mental health support, such as mental health first aiders and counselling services to help employees cope with stress and anxiety. ; NTT DATA continuously monitor the World Health Organisation for updates and new guidance, and subsequently follow a defined process for implementing and communicating any changes throughout the organisation. The leadership team also take the WHO status into consideration whilst reviewing and adapting business operations based on the current situation and forecasts, and in preparing comprehensive contingency plans that outline steps to be taken in case of future/similar disruptions.

  Tackling economic inequality

  NTT DATA have implemented various practices to promote fair treatment and opportunities for all, helping to tackle economic inequality. ; ; NTT DATA ensure all employees receive not only a competitive salary, but comprehensive benefits which support financial stability, including healthcare, pension schemes and paid leave. ; We recognise and value talent and offer clear career development pathways which are accessible to all employees, regardless of their level within the company. To help maximise employee’s potential and improve employability, NTT DATA provide a range of training and further education, including enrolment in one of the top business schools and mandatory CPD hours. We also encourage employees to volunteer their time and skills with organisations tackling economic inequality issues. This fosters social responsibility and connects the company to the needs of the community.; Additionally, in line with our DEI policies, NTT DATA are committed to diversity and inclusion in hiring by reaching out to underrepresented groups, using unbiased recruitment tools (and delivering unconscious bias training), and creating an inclusive workplace culture that values different perspectives.; NTT DATA strive to maintain sustainable business practices and ultimately reduce environmental degradation, which disproportionately affects low-income populations. ; This extends to ensuring we operate responsible supply chains, working only with ethical suppliers and partners who adhere to fair labour practices, pay fair wages and provide safe working conditions

  Equal opportunity

  NTT DATA is an equal opportunity employer and is fully committed to a policy of treating all employees and job applicants equally.; ; We have a zero-tolerance approach to any form of behaviour which leaves an employee feeling discriminated against, bullied or harassed and we will treat any complaints of this nature seriously. Discrimination, bullying or harassment based on protected characteristics is not tolerated at NTT DATA under any circumstances.; ; Gender equality and diversity are issues of major importance to NTT DATA, and we believe that DEI is indispensable for the development of our company, and it is clearly stated in the NTT DATA Group Code of Conduct.; Staff diversity is promoted at all levels of the organisation by several measure and activities, including a variety of networks within NTT DATA that were created to promote a safe space for minorities to connect with their peers across the organisation, including:; • Women in Business ; • Fathers Network ; • LGBTQ+ ; • Family & Co ; • Dis-/Ability ; The Women in Business initiative, as an example, if part of a wider strategy geared at NTT DATA increasing the percentage of positions held by women within the organisation. Currently, this sits at 31.05%, with a view to increase this to 33.33% by 2028. In addition, NTT DATA strive to have women make up no less than 20% of the Global Leadership team within the same period. ; In order to achieve this, NTT DATA offer a number of programs to support young women in the workplace, along with flexible working and enhanced family-friendly policies, along with the unwavering commitment to recognise, nurture and promote talent, regardless of age, gender, race, disability and/or sexual orientation.

  Wellbeing

  In 2024, NTT DATA was one of the only 17 organisations to be recognised as a Global Top Employer, for our outstanding People policies and practices worldwide, by Top Employers Institute. ; Achieving this award is a testament to the priority NTT DATA put on the wellbeing of our people. ; ; NTT DATA recognise the importance of work/life balance, and in giving employees flexibility, which is reflected in our “Work Where It Works” policy previously referenced, and our “Free Friday” initiative, which sees every employee in NTT DATA eligible for 12 days leave in addition to the standard annual leave entitlement, in the form of one Friday off every month. ; NTT DATA also partner with Help@Hand to offer total health and wellbeing support for employees and eligible family members, via their app, which includes:; · 24/7 Helpline & Remote GP ; · Mental Health Support ; · Physiotherapy ; · Financial & Legal Support ; · 360 Wellbeing Scoring & Guidance ; · 1-2-1 Lifestyle Coaching ; · Special offers to support everyday finances; ; We also have a dedicated fit-solutions team, who are tasked with coordinating virtual and in-person events for all NTT DATA entities, with annual events such as:; · World Health Day; · NDBS Soccer Cup ; · International Yoga Day ; · World Mental Health Day ; ; NTT DATA recognises that for some, wellbeing is found through charity work, and therefore we foster an environment that supports employees involved in charitable causes, with paid days off for charity work, options to be involved in global/company outreach programs, and of course, support of our own employees fundraising activities.

Pricing

• Price: £1,495 to £6,900 a user a month
• Discount for educational organisations: No
• Free trial available: No

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 philip.newman@nttdata.com. Tell them what format you need. It will help if you say what assistive technology you use.