CGI

Robotic Process Automation (RPA) Managed Service - Public Cloud

CGI provides end-to-end services for our clients to realise and optimise a range of benefits through accelerated adoption of Robotic Process Automation (RPA) and Artificial Intelligence (AI). We deliver complex world-class virtual workforce solutions to assist clients on their journey through digitisation of processes — ensuring enhanced stakeholder digital experiences.

Features

• Management of Cloud Environment on which the RPA is hosted
• Monitoring of the Virtual Machines in the Cloud
• Automation scheduling for business requirements and optimal robot licences use
• Management, investigation,remediation of automation process exceptions and perceived failures
• Restart of automation process in the event of environment failure
• Application database maintenance routines
• Robot licence procurement and management
• Escalations to the RPA vendor where required
• Notification of end of life of RPA application versions
• Sectors:Justice, Policing, Prosecution, Courts, Prisons, Probation, Central Government, Education,

Benefits

• Proven automation methodology enabling reduced implementation and operating costs
• Accelerated realization of wide ranging business benefits delivered by automation
• Continuous monitoring and optimisation of virtual workforce for maximised productivity
• Improved operational efficiency and output capacity
• Suitably controlled robotic automation operations and changes

£503 to £1,570 a unit a day

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 uk.gen.ccsframeworks@cgi.com. Tell them what format you need. It will help if you say what assistive technology you use.

Framework

G-Cloud 13

Service ID

848220444669199

Contact

CCS Frameworks Team
08450707765
uk.gen.ccsframeworks@cgi.com

Service scope

• Software add-on or extension: No
• Cloud deployment model: Public cloud
• Service constraints: As per public cloud provider
• System requirements:
  • Our RPA license will have version updates
  • The base platform of RPA runs on Microsoft Windows environment
  • Microsoft Windows environment will have the required standard security updates

User support

• Email or online ticketing support: Email or online ticketing
• Support response times: Submission of incidents via e-mail or via CGI’s Service Desk, if the customer already has a CGI Service Desk in place (available as an additional service).; Priority 1: within 30 minutes.; Priority 2 : within 1 hour; Priority 3: within 4 hours; Priority 4: within 8 hours from receipt of call
• User can manage status and priority of support tickets: No
• Phone support: No
• Web chat support: No
• Onsite support: Yes, at extra cost
• Support levels: Priority 1 Respond within 30 minutes, resolution or work-around within 24 hours; Priority 2 Respond within 1 hour. resolution or work around within 3 Working Days; Priority 3 Respond within 4 hours, resolution or work around within 10 Working Days & Permanent Solution in next release; Priority 4 Respond within 8 hours, resolution or work around within 30 Working Days & Permanent Solution in next major release
• Support available to third parties: No

Onboarding and offboarding

• Getting started: A typical on-boarding project comprises a Discovery phase, which documents and prioritises the tools and integrations required, how resources will be authenticated and what data might need to be imported. Hosting and security aspects are also discussed and agreed. It defines an agreed, prioritised scope for the remainder of on-boarding project. ; ; An Alpha phase delivers an Interim Operational Capability which is limited to a small proportion of the capability available to the programme. This is not just a prototype – the parts that are included are fully functional and typically comprise the capability available to a single project on the programme. It is normally followed by a review at which the scope and priorities for the remainder of the on-boarding are agreed.; ; A Beta phase delivers the Final Operational Capability with the full agreed scope. This may include some re-work of the Alpha delivery as agreed at the review. The duration of the Beta phase depends on the complexity of integrations required, sources and formats of data to be imported and the number of tools to be configured, as well as the security architecture and any penetration testing required.
• Service documentation: Yes
• Documentation formats: PDF
• End-of-contract data extraction: Data is not typically held within the RPAaaS environment and remains in the customers own business applications. ; Where transient data is required to be held within the environment, this will be agreed with the customer before process implementation and is typically purged once processed.
• End-of-contract process: All automation process schedules will be stopped and automation processes retired. Credentials held and used by the Virtual Workers will be disabled by the customer and deleted from the Virtual Workforce credentials store. ; Any network or VPN connectivity will be terminated.

Using the service

• Web browser interface: No
• Application to install: No
• Designed for use on mobile devices: No
• Service interface: No
• User support accessibility: None or don’t know
• API: No
• Customisation available: Yes
• Description of customisation: Each Robotic Process Automation is bespoke to the customers specific business process being automated and as such, is customized to that requirement.

Scaling

• Independence of resources: Hosted on Cloud, the RPA environment can scale both up (additional resources per Virtual Machine) and out (additional Virtual Machines).

Analytics

• Service usage metrics: Yes
• Metrics types: Time consumed per Virtual Worker per process.; Time consumed per work item/transaction; Available on request, not part of standard service
• Reporting types: Reports on request

Resellers

• Supplier type: Reseller (no extras)
• Organisation whose services are being resold: Microsft Azure and AWS

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
  • European Economic Area (EEA)
  • Other locations
• User control over data storage and processing locations: Yes
• Datacentre security standards: Supplier-defined controls
• 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: As per public service provider
• Data sanitisation process: No
• Equipment disposal approach: A third-party destruction service

Data importing and exporting

• Data export approach: Data is not typically held within the RPA environment and remains in the customers own business applications. ; Where transient data is required to be held within the environment, this will be agreed with the customer before process implementation and is typically purged once processes
• Data export formats: Other
• Other data export formats: Not Applicable
• Data import formats: Other
• Other data import formats: Not Applicable

Data-in-transit protection

• Data protection between buyer and supplier networks: Private network or public sector network
• Data protection within supplier network: TLS (version 1.2 or above)

Availability and resilience

• Guaranteed availability: As per Public Cloud provider
• Approach to resilience: As per Public Cloud provider
• Outage reporting: As per Public Cloud provider

Identity and authentication

• User authentication needed: Yes
• User authentication: Username or password
• Access restrictions in management interfaces and support channels: All systems processes access the database using a dedicated system user account. Access to the database for admin users is controlled by adding such users to a dedicated admin user group, which in turn is granted admin access to the database.
• Access restriction testing frequency: At least every 6 months
• Management access authentication: 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: User-defined
• Access to supplier activity audit information: Users contact the support team to get 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: Intertek Certification Ltd, United Kingdom
• ISO/IEC 27001 accreditation date: 07/04/2021
• What the ISO/IEC 27001 doesn’t cover: Nothing is NOT covered. ; The following IS covered from a Technical perspective: Provision of outsourcing services including managed infrastructure services, contact centre services, service desk services, management of print and email, application development, maintenance and support services. In accordance with Statement of Applicability version 1.6, dated 27th January 2021.; The following IS covered from a Business perspective: The provision of outsourcing, project and consultancy services, including development and delivery activities, plus the management of people, technologies and physical security.
• ISO 28000:2007 certification: No
• CSA STAR certification: No
• PCI certification: No
• Cyber essentials: Yes
• Cyber essentials plus: Yes
• Other security certifications: No

Security governance

• Named board-level person responsible for service security: Yes
• Security governance certified: Yes
• Security governance standards: ISO/IEC 27001
• Information security policies and processes: Our security, information security and data protection management system for CGI is established through the Enterprise Security Management Framework (ESMF). The framework applies to the work we conduct for ourselves and for clients under UK contracts. All CGI UK members and contractors are expected to comply with its principles and processes. ; ; The ESMF is comprised of: ; A first level suite of security policies and security requirements that apply across the CGI enterprise. ; ; A second level set of standards set out how these policies and requirements are met, these being detailed within the following operational categories:- Access Control- Operations- Technology- Applications- Data management- HR and Organisation- Physical

Operational security

• Configuration and change management standard: Supplier-defined controls
• Configuration and change management approach: CGI has a robust configuration and change management process adapted specifically for Cloud Services. This will be agreed with the customer in a configuration plan deliverable. This records the roles/people responsible and the change process to be followed and if deviation from standard configuration is required. Deviation (change) requires signoff from both the client and CGI and is closely tracked.
• Vulnerability management type: Conforms to a recognised standard, for example CSA CCM v3.0 or SSAE-16 / ISAE 3402
• Vulnerability management approach: All CGI and customer managed systems are kept current with vendor patches (both operational and security) with vulnerability tests performed regularly. Systems are prioritized based on criticality of known vulnerabilities. All changes are strictly controlled through CGI’s change management process.
• Protective monitoring type: Conforms to a recognised standard, for example CSA CCM v3.0 or SSAE-16 / ISAE 3402
• Protective monitoring approach: Please see the CGI - Security Operations Centre (SOC) - Protective Monitoring Service for full details of these processes
• 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: CGI has a very well-defined security incident management standard and supporting process to handle all phases of a security incident. Responsibilities are clearly defined at all levels. Priorities are established to ensure the timely resolution of incidents. Records of incidents are maintained and reported to senior management. Incidents considered to be severe (high priority) are managed through CGI’s Incident Management Centre (IMC), who coordinate/escalate all required parties based on priority. Collection/preservation of evidence is carefully observed throughout the process.; ; Incident exercises are performed regularly to ensure the process works as expected when needed.

Secure development

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

Public sector networks

• Connection to public sector networks: No

Social Value

• Fighting climate change:

  Fighting climate change

  CGI is passionate about protecting the environment. Our UK corporate policy, backed by Science Based Targets (SBTs), is to be Net Zero by 2026 and to be operationally Carbon Neutral by the end of 2022.; ; We commit to:; - Achieving Net Zero, based on SBT measures, no later than 2026.; - Extending the climate change commitment into our supply chain such that 50% of our suppliers, by spend, will have set their own SBTs to reduce their climate impact by 2026.; - Applying our environmental programme ‘No Planet B’ to each opportunity. As part of ‘No Planet B’ we engage with our members, clients, suppliers and communities, to identify and deliver additional benefits including tree planting and canal restoration projects.; ; We have appointed a UK programme manager to deliver against our Net Zero targets. Alongside our absolute emission targets for operations (Scope 1 and 2) and business travel (Scope 3), we have set a supplier engagement SBT. We will engage with and support all UK suppliers ensuring they are on a Net Zero journey. We will include clients and suppliers in our No Planet B programme to collaborate and develop new initiatives aligned with their priorities. ; ; A contract specific Sustainability Plan and reporting metrics will be developed for each engagement, aligned to the targets in our overall Carbon Reduction plan. Using established data gathering and reporting processes, we will report annually against our commitments and metrics. ; ; When managing Cloud services for Clients we seek to right-size the deployment and to align the resources provisioned with demand. This minimises the environmental impact by only provisioning what is required whilst also effectively managing the cost to the Client.
• Wellbeing:

  Wellbeing

  At CGI, we are proud to care about our members. However, wellbeing isn’t an issue exclusively concerning our business; we are equally committed to supporting the wellbeing of the communities in which we operate too. We achieve this by:; - Training our members in Mental Health First Aid; - Extending health and wellbeing initiatives with our clients and suppliers; - Collaboratively identifying initiatives to support local communities; ; CGI are a signatory of the 'UK-wide Mental Health at Work Commitment' curated by the mental health charity 'Mind'. We will continue to invest in training to expand upon our 300 plus UK members who are already certified Mental Health First Aiders (MHFAs). These certified members have developed a strong support network for their colleagues. To supplement this and drive the integration of best practice for physical and mental health, we will provide all our members with access to ‘Oxygen’, our online wellbeing centre of expertise. ; ; We will invite our clients; suppliers and communities to participate in our health and wellbeing initiatives, such as our ‘MoveSpring’ step challenge (measuring steps taken) and delivering tree planting and canal restoration days to local communities. ; ; CGI provide all our members with at least one day’s volunteering to support local initiatives or charities, making a significant difference to the communities in which we live and work.; ; We will work collaboratively with our clients and suppliers to identify opportunities to support local communities. An example of our commitment to wellbeing in the community is the way in which we support and sponsor local community groups and sports clubs nominated by our members. Over the last year we have sponsored kits for more than 500 different clubs and groups.

Pricing

• Price: £503 to £1,570 a unit a day
• 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 uk.gen.ccsframeworks@cgi.com. Tell them what format you need. It will help if you say what assistive technology you use.