CDS

Appian Cloud Solutions

Appian enables rapid design and deployment of custom business applications in the cloud, using low-code development. Appian combines intelligent business process management (iBPM), dynamic/adaptive case management, workflow and real-time reporting. CDS implements Appian solutions using agile delivery approach and hands-on account management, providing reliable, incremental delivery of powerful low-code solutions.

Features

• Appian Reports - unifies data across systems/processes in one location
• Appian's BPM – create flexible processes to meet business demands
• Rules engine – manage critical policies and procedures
• Case management – better, faster, smarter decisions
• Content management – for all process-related documents
• Dynamic reporting – real-time visibility into business operations
• Out-of-the-box integration – interact with diverse systems
• Mobile – rapidly build and deploy natively mobile business applications
• Cloud – deploy applications securely on Appian’s cloud offering

Benefits

• Appian is configured, not coded – rapid design and deployment
• Real-time collaboration. Appian users can post questions and share knowledge
• Agile cloud delivery – be up and running in weeks
• Flexibility – change processes/applications on the fly
• Local hosting – data processed/stored in UK
• Expert support community – access latest updates
• Move data between systems easily, with a consistent data model
• Strategic reporting – generate reports using built-in tools
• Adaptable – management of assets including property, documents, evidence
• Appian support and consultancy available from CDS experts

£59 a user a month

Service documents

• Pricing document

  PDF

• Skills Framework for the Information Age rate card

  PDF

• Service definition document

  PDF

• Terms and conditions

  PDF

Request an accessible format

If you use assistive technology (such as a screen reader) and need versions of these documents in a more accessible format, email the supplier at bidteam@cds.co.uk. Tell them what format you need. It will help if you say what assistive technology you use.

Framework

G-Cloud 13

Service ID

783652944421273

Contact

Matt Johnson
0113 399 4000
bidteam@cds.co.uk

Service scope

• Software add-on or extension: No
• Cloud deployment model: Private cloud
• Service constraints: The following are not disadvantages but considerations for your organisation:; ; · Fully web based across all user interfaces; · Applications developed on the Appian Cloud platform administered by customer; · Term-based service (not perpetually licensed software)
• System requirements: See Service Definition for detail on supported browsers and devices

User support

• Email or online ticketing support: Email or online ticketing
• Support response times: Appian Critical issue response is 15 minutes (24x7x365 Premier support) and 1 hour (Standard support, Monday through Friday). ; CDS can liaise with Appian on your behalf, subject to a support and maintenance agreement. Standard CDS support from 9.00 to 5.00 Mon-Fri, extensions up to 24x7 available on request. Response times vary between 15 mins and 1 day, depending upon priority. For full details of response times, please refer to the service definition document.
• User can manage status and priority of support tickets: Yes
• Online ticketing support accessibility: None or don’t know
• 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: Appian provides product updates, maintenance, support and post-implementation support for the Appian Cloud service. CDS augments this where required with broader service management services, subject to a CDS Support and Maintenance Agreement.; ; Appian offers two levels of technical support: Standard and Premier. Appian support is accessible via phone or e-mail, as well as over the web. Additionally, Appian provides a customer portal, Appian Community, that delivers an integrated customer experience for knowledge management, discussion forums, product and best practices documentation, product updates, software downloads, application and template downloads, logging support cases, licensing, documentation, and online training. Updates and new releases of the licensed software are included with Appian Product Support.; ; In the United Kingdom, Appian Standard Product Support hours are 08:00 to 17:30, BST (British Summer Time), Monday through Friday, excluding Appian holidays. Premier support includes 24-hour assistance for critical issues.
• Support available to third parties: No

Onboarding and offboarding

• Getting started: CDS provides comprehensive onboarding services to implement your digital service using Appian. We undertake discovery, process design, user experience design and development to onboard and configure to your requirements. ; ; Appian also offers implementation, training, and post-implementation support services. With Appian Cloud, all hosting, infrastructure, and system management tasks are managed by Appian; this includes activities around platform (but not application) administration, patch deployments, software upgrades (Appian software, operating system, and any other supporting applications), and backups.
• Service documentation: Yes
• Documentation formats: HTML
• End-of-contract data extraction: Customers can export their data via Appian functionality and reports, including the business logic of their applications and the data stored in the relational database). Customers are responsible for exporting the necessary information prior to the termination date. CDS can provide additional Exit Planning and Management services upon request.
• End-of-contract process: Appian has automated processes to orchestrate the offboarding of Appian Cloud customers that are discontinuing the service. These processes ensure that all involved parties within Appian are notified and also ensure that Appian Cloud sites are decommissioned consistently. These processes further ensure each customer is notified well in advance regarding the expiration of its current Appian Cloud agreement, thereby allowing the customer sufficient time, should it decide not to renew the subscription agreement, to export its applications and data before its Appian Cloud site is shut down. CDS can provide Exit Planning and Management services to assist in the transition.

Using the service

• Web browser interface: Yes
• Supported browsers:
  • Internet Explorer 11
  • Microsoft Edge
  • Firefox
  • Chrome
  • Safari
• Application to install: No
• Designed for use on mobile devices: Yes
• Differences between the mobile and desktop service: On desktop, users access Appian via a supported browser. On mobile, access is via the Appian Mobile App, which users will need to download from their app store.
• Service interface: No
• User support accessibility: WCAG 2.1 A
• API: Yes
• What users can and can't do using the API: The Appian platform can be configured to create and expose application programming interfaces (APIs) via Simple Object Access Protocol (SOAP) or Representational State Transfer (RESTful). Appian can also consume APIs via SOAP and RESTful.
• API documentation: Yes
• API documentation formats: HTML
• API sandbox or test environment: No
• Customisation available: Yes
• Description of customisation: Appian Cloud is inherently intended as a platform on which an unlimited number of process-based and case management applications can be configured, executed, monitored, and enhanced over time. Appian Cloud allows the design of the application using a Business Process Model and Notation (BPMN) compliant Process Modeller and natively integrated Business Rules Engine, along with drag-and-drop Smart Services that represent activities such as integrations which will occur at certain points in the application. Appian Cloud customers may easily create their own, drag-and-drop Smart Services.; And with Appian, building new applications becomes faster and easier over time, as designers are able to leverage a growing library of reusable components—including process models, rules, integrations, forms, reports, and numerous others. This means that every additional process automated will deliver incremental value and reduce marginal cost; and with a unified user interface, Appian flattens the learning curve for end users whenever new applications are introduced.

Scaling

• Independence of resources: Each customer site receives its own dedicated virtual infrastructure which is logically firewalled from that of other customers.

Analytics

• Service usage metrics: Yes
• Metrics types: Designers can create real-time reports and business activity monitoring (BAM) dashboards that gather accurate views of process and business metrics. Appian end users gain real-time visibility into business operations and receive continuous feedback to improve process performance. Get a 360-degree view from one interface (desktop or mobile). Navigate, search, analyze, collaborate, and take action on enterprise data from multiple systems, all from a single intuitive interface.
• Reporting types:
  • Real-time dashboards
  • Regular reports

Resellers

• Supplier type: Reseller providing extra features and support
• Organisation whose services are being resold: Appian Software Switzerland LLP

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: Yes
• Data storage and processing locations: United Kingdom
• User control over data storage and processing locations: Yes
• Datacentre security standards: Complies with a recognised standard (for example CSA CCM version 3.0)
• Penetration testing frequency: At least every 6 months
• 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
  • Encryption of all physical media
• Data sanitisation process: Yes
• 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: Our customers can export data via Appian functionality and reports, including the business logic of their applications and the data stored in the relational database).
• Data export formats: CSV
• Data import formats: CSV

Data-in-transit protection

• Data protection between buyer and supplier networks:
  • 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: Appian uses Amazon Web Services (AWS) as our Infrastructure-as-a-Service (IaaS) hosting partner for Appian Cloud. The customer chooses its preferred region, and all customer data inside an Appian Cloud instance is protected and not copied outside the customer’s designated region. AWS has state-of-the-art data centres spanning eight regions worldwide—specifically, including in Asia Pacific (Sydney, Australia; Mumbai, India; Singapore; and Tokyo, Japan); in Canada; in Europe (Frankfurt, Germany; Ireland; London, United Kingdom; and Paris, France); in South America (Sao Paolo, Brazil); and in the United States (Northern California, Northern Virginia, Ohio, and Oregon). As our goal is to provide our Appian Cloud customers with a highly reliable and scalable architecture that affords them maximum uptime and zero data loss, customer production data is replicated across two availability zones within the client’s selected region. An availability zone is a completely separate data-centre location within a region (for example, if a customer chooses to have its solution hosted in Northern Virginia, that customer’s production data will be replicated across two entirely different and isolated data centres in Northern Virginia). Additional information is available on request.
• Approach to resilience: Our goal is to provide our Appian Cloud customers with a highly reliable and scalable architecture that affords them maximum uptime and zero data loss. Customer production data is replicated across two availability zones within the client’s selected region.
• Outage reporting: Notifications of outages would be sent to each customer's designated support point of contacts via e-mail.

Identity and authentication

• User authentication needed: Yes
• User authentication:
  • 2-factor authentication
  • Username or password
  • Other
• Other user authentication: CDS provides integration with other identity providers, such as .GOV Verify. This service is individually scoped and delivered at additional cost.
• Access restrictions in management interfaces and support channels: Access management is restricted using Appian’s extensive, role-based access control capabilities.
• Access restriction testing frequency: At least every 6 months
• Management access authentication:
  • 2-factor authentication
  • 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: User-defined
• Access to supplier activity audit information: Users have access to real-time audit information
• How long supplier audit data is stored for: User-defined
• How long system logs are stored for: User-defined

Standards and certifications

• ISO/IEC 27001 certification: Yes
• Who accredited the ISO/IEC 27001: NQA
• ISO/IEC 27001 accreditation date: 13/7/2021
• What the ISO/IEC 27001 doesn’t cover: N/A
• ISO 28000:2007 certification: No
• CSA STAR certification: Yes
• CSA STAR accreditation date: 03/05/2016
• CSA STAR certification level: Level 1: CSA STAR Self-Assessment
• What the CSA STAR doesn’t cover: None
• PCI certification: Yes
• Who accredited the PCI DSS certification: Payment Card Industry (PCI)
• PCI DSS accreditation date: 18/12/2016
• What the PCI DSS doesn’t cover: None
• Cyber essentials: No
• Cyber essentials plus: Yes
• Other security certifications: Yes
• Any other security certifications:
  • Service Organisation Controls (SOC) 2 Type II
  • SOC 3
  • Federal Risk and Authorisation Management Programme (FedRAMP)
  • Defense Information Security Agency (DISA) Level 2
  • Federal Information Security Management Act (FISMA)
  • SOC 1/ISAE (International Standard on Assurance Engagements) 3402
  • Qualys SSL Labs Appian Cloud Web Tier A+ Rated
  • EU-US and Swiss-US Privacy Shield Frameworks

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: Service Organisation Controls (SOC) 2 Type II, SOC 3, Payment Card Industry Data Security Standard, Federal Risk and Authorisation Management Programme (FedRAMP), Defense Information Security Agency Level 2, Federal Information Security Management Act (FISMA), SOC 1/ISAE 3402, and the Cloud Security Alliance (CSA) Security, Trust, and Assurance Registry (STAR) Programme
• Information security policies and processes: Appian employs a full-time Information Security Officer and team responsible for defining and adhering to best practices-based information security policies and processes. This team works closely with our Appian Cloud team and Appian senior management to monitor the security and performance of our service, as well as coordinate periodic tests and reviews and work with third-party organisations that evaluate and certify the security and controls of our service.; ; Appian Cloud has a comprehensive security and compliance program that meets numerous industry standards, detailed in our “Service Definition Document.” Appian undergoes frequent third-party audits to validate that controls are operating effectively to protect customer data.

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: Appian manages the systematic proposal, review, justification, and implementation of cloud infrastructure changes. All changes are tracked using the Appian application and reviewed by a cloud architect/senior engineer. Appian pays special attention to the security and stability implications of the proposed change. Depending on the change, the reviewer may request development environment testing. All requests are stored for audit purposes. Our plan and process are reviewed at least annually and documented as part of our security program review. Appian's hosting provider manages hardware changes. Sound practices are covered as part of the Service Organisation Controls (SOC) audit.
• Vulnerability management type: Conforms to a recognised standard, for example CSA CCM v3.0 or SSAE-16 / ISAE 3402
• Vulnerability management approach: Appian performs regular vulnerability scanning against all Appian Cloud assets. Appian performs risk assessments for identified security items and handles them in accordance with their overall impact. Appian makes our third-party penetration test report available to customers under nondisclosure agreement (NDA).
• Protective monitoring type: Conforms to a recognised standard, for example CSA CCM v3.0 or SSAE-16 / ISAE 3402
• Protective monitoring approach: Appian performs daily reviews of event/incident alerts at the infrastructure level. Unusual or suspicious activity is investigated and escalated as necessary. Customers have access to application and application server logs including security logs, which can be reviewed or downloaded via the web interface.
• 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: Appian uses an online form for incident reporting (available through Appian Forum) and the Appian platform for managing incidents, and we use Forum for customer communication. The steps we follow in addressing any reported incident are: 1) verifying the source; 2) verifying the incident; 3) notifying other parties as appropriate; 4) form incident response team; 5) gather evidence; and 6) contain, eradicate, and recover from the incident. Appian’s Information Security Officer is responsible for monitoring security incident status until it has been resolved and normal business operations have been safely restored. The response required depends on the type of incident.

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

Social Value

• Fighting climate change:

  Fighting climate change

  CDS is certified to the internationally recognised standard BS EN ISO 14001: 2004 – Environmental Management. The standard underpins our commitment to look after the environment, prevent negative environmental impacts, manage waste and reduce our carbon footprint. CDS is Planet Mark accredited, helping us to transform society, the environment and economy by measuring our carbon and social data. Our Carbon Reduction Plan sets corporate continual improvement goals, strategies and annual targets and CDS has pledged to halve our carbon emissions by 2030 and be carbon-neutral by 2050. The Bailie Group (of which CDS is part), is applying for ISO 50001 Energy Management System certification in 2022, which will focus our efforts on continually improving energy performance. Example initiatives and activities designed to fight climate change include: • Mandatory environmental awareness training for all new staff. Thereafter, all staff are required to complete annual refresher training • Introducing site-wide recycling facilities and waste streaming • Regular staff awareness bulletins on the company’s intranet on environment and sustainability best practices, to encourage behavioural change among staff • Replacing bottled water and disposable cups with personal water bottles and reusable insulated coffee cups, to replace single use plastics • Refurbishing our Leeds office to make it more environmentally friendly including changing the entire building to LED lighting with PIR sensors on the lights and replacing gas boilers with air source heating • Providing season ticket loans for public transport to reduce single car use • Investing in collaboration tools and video conferencing to eliminate unnecessary travel • Adding additional questions into our procurement compliance checklist, to encourage all of our potential suppliers to adopt sustainable practices.
• Covid-19 recovery:

  Covid-19 recovery

  Through our work with local authorities, transport and national infrastructure clients, we have supported many communications campaigns designed to support recovery from the impacts of Covid-19 in local communities. This includes: • Transport for London: working as TfL’s print and communications partner, CDS has supported the campaign to encourage people safely back onto public transport, producing outdoor media, train/bus stickers, signage and leaflets • London Borough of Lambeth: as Lambeth’s print partner, we have supported the borough council with its response to Covid-19, and delivering communications campaigns reaching citizens and businesses. Most recently, this has focussed on supporting recovery and economic regeneration • CDS supported Make it York (an organisation supporting York-based businesses to achieve economic prosperity) to deliver a campaign encouraging shoppers safely back into the city. Other initiaitives and activities include: • Offering opportunities for work experience, such as unpaid student placements • Providing apprenticeships • Improving workplace conditions including effective social distancing, increased cleaning and flexible, hybrid working • Creating employment opportunities for people made unemployed by Covid-19
• Tackling economic inequality:

  Tackling economic inequality

  CDS provides a range of initiatives designed to create new businesses, new jobs and new skills within our local community. These include: • Apprenticeships and work experience, particularly for people who face barriers to employment. In the past two years, we have provided nine apprenticeship positions at our Leeds head office, of which four have become full-time employees. This year, we plan to offer around 20 new apprenticeship roles across the company. • Local employment: as a national company, CDS operates from six offices, each run as an autonomous business unit, managed by local teams. This regional structure has resulted in CDS becoming a community-focussed organisation, owing to local recruitment. • Engagement with local SMEs to encourage spend in the community. • Volunteering: many CDS staff give up their free time to volunteer as part of our charity initiatives.
• Equal opportunity:

  Equal opportunity

  CDS’ fully hybrid working model enables participation by people from across the country, including people experiencing limited mobility, neurodivergence and/or clinical vulnerability. Our Leeds head office is also highly accessible, with ground-floor access, a disabled toilet, a lift to the first and second floors and step-free access to all meeting spaces and refreshment areas. CDS operates an inclusive and accessible recruitment practice; we actively encourage applications from suitably qualified and eligible candidates regardless of age, disability, gender reassignment, marriage and civil partnership, pregnancy and maternity, race, religion or belief, sex, and sexual orientation. Our recruitment process is fair, equal, and non-discriminatory and works on the premise that the best person for the role will be offered the job. As part of our people strategy, we will be using the Disability Confident standard to inform how we can provide opportunities for disabled people to join the organisation in the future. Other initiatives and activities include: - STEM Programme: designed to break down barriers that might prevent young people from pursuing a career in technology - Structured staff appraisal process to identify individual skill gaps, and a training programme and assigned budget for delivering Personal Development Plans.
• Wellbeing:

  Wellbeing

  We support the health and wellbeing of our staff through a range of initiatives including: - Employee Assistance Programme -Trained Mental Health First Aiders - Flexible working hours to balance work and home activities - Personal healthcare plan - Staff social committee who organise regular events e.g., quizzes, film nights, meals out - Charity work in support of our chosen charity partner - Organised sponsored physical activities including the Yorkshire Three Peaks and ‘Tour de CDS’ - Cycle to Work Scheme, bike storage and shower facilities to encourage exercise - Free yoga classes and back massages - Quarterly staff engagement survey - Monthly ‘360’ reviews and professional development plans for all staff - Inclusive and accessible recruitment practices - Employee intranet providing regular content on wellbeing topics, including mental health and promoting awareness days such as Time to Talk.

Pricing

• Price: £59 a user a month
• Discount for educational organisations: No
• Free trial available: No

Service documents

• Pricing document

  PDF

• Skills Framework for the Information Age rate card

  PDF

• Service definition document

  PDF

• Terms and conditions

  PDF

Request an accessible format

If you use assistive technology (such as a screen reader) and need versions of these documents in a more accessible format, email the supplier at bidteam@cds.co.uk. Tell them what format you need. It will help if you say what assistive technology you use.