Phoenix Software Ltd

SMART Outcomes

When outcomes matter, data becomes critical. We combine data services with Machine Learning(ML) to fit your data set. Whatever the objective is, improving outcomes, quantifying problems or driving quality improvement, analysing data is key. Modern ML techniques enable this faster and cheaper than standard techniques giving you timely insights.

Features

• Data analysed in the client’s Microsoft Azure tenancy
• Utilises state-of-the art ML and neural network analysis
• Comprehensive natural language processing
• Hard and soft cluster analysis
• Pre-built (Bayesian) predictive models
• Supervised and unsupervised learning models
• Systematic production of custom models

Benefits

• Removes the need for time consuming data merges
• Ensures data security
• Allows rapid development of predictive models
• Detect unknown patterns and clusters in the data
• Quantification of causes and effects
• Outlier identification
• Drive quality improvement
• Eliminates model drift and need for calibration
• Identify key risks for poor outcome and performance
• Identify areas to allocate resources to drive improvements

£10,700 a licence a year

• Education pricing available
• Free trial available

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 ccs@phoenixs.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

879826515888809

Contact

Jonny Scott
01904 562200
ccs@phoenixs.co.uk

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: The SMART range of AI products.
• Cloud deployment model:
  • Public cloud
  • Private cloud
  • Hybrid cloud
• Service constraints: None
• System requirements:
  • Microsoft Azure Cognitive Services
  • Linux Server
  • Azure ML Studio
  • Other cloud ML tools

User support

• Email or online ticketing support: Email or online ticketing
• Support response times: The response time is either 24 hour or 72 hours, depending on the contract signed by the client and applies during working hours from Monday to Fridays
• 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: The Support levels are as follows and the SLA for an Urgent issue is a fix or workaround within 24 hours or 72 hours, dependent on contract: 1.Urgent - System not responding or critical function loss that affects all users; 2. High - A function loss that causes significant disruption to business and users; 3. Normal - Function loss that affects some users but will not stop them from being able to do other tasks; 4. Low - A cosmetic issue or a minor function loss that affects some users; This service, up to an agreed number of hours per month is included in the cost of the Licence for the Citizen Services bot. Additional support hours can be purchased if required.
• Support available to third parties: Yes

Onboarding and offboarding

• Getting started: Provide Onsite Training, Online Training and User Documentation
• Service documentation: Yes
• Documentation formats: PDF
• End-of-contract data extraction: The data is completely owned by the users, and they own it within their own Cloud hosting subscription. They can always archive and decommission the data.
• End-of-contract process: The License can be extended for agreeable period, with a mutual contract in place. In the case of contract termination, FLEX AI can be decommissioned after extracting all the user data.

Using the service

• Web browser interface: No
• Application to install: No
• Designed for use on mobile devices: Yes
• Differences between the mobile and desktop service: None
• Service interface: No
• User support accessibility: None or don’t know
• API: No
• Customisation available: No

Scaling

• Independence of resources: ICS.AI take advantage of the scalability of the Cognitive Services in Azure that power the solution

Analytics

• Service usage metrics: Yes
• Metrics types: SMART AI provides extended usage metrics using standard Power BI and raw data for any other data visualisation
• Reporting types:
  • API access
  • Real-time dashboards
  • Regular reports
  • Reports on request

Resellers

• Supplier type: Reseller providing extra support
• Organisation whose services are being resold: ICS

Staff security

• Staff security clearance: Other security clearance
• Government security clearance: Up to Security Clearance (SC)

Asset protection

• Knowledge of data storage and processing locations: Yes
• Data storage and processing locations:
  • United Kingdom
  • European Economic Area (EEA)
• User control over data storage and processing locations: No
• Datacentre security standards: Managed by a third party
• Penetration testing frequency: At least once a year
• Penetration testing approach: In-house
• Protecting data at rest:
  • Physical access control, complying with CSA CCM v3.0
  • Physical access control, complying with SSAE-16 / ISAE 3402
  • Other
• Other data at rest protection approach: We store and protect data using the Microsoft Azure Cloud compliance certificate which complies with all the global and UK standards and compliance.
• Data sanitisation process: Yes
• Data sanitisation type:
  • Explicit overwriting of storage before reallocation
  • Deleted data can’t be directly accessed
• Equipment disposal approach: A third-party destruction service

Data importing and exporting

• Data export approach: Using REST APIs users can export data from SMART AI. These are secured protocol to export data from hosted cloud database.
• Data export formats:
  • CSV
  • ODF
  • Other
• Other data export formats: REST
• Data import formats:
  • CSV
  • ODF
  • Other
• Other data import formats: REST

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)
  • IPsec or TLS VPN gateway
  • Legacy SSL and TLS (under version 1.2)
  • Other
• Other protection within supplier network: We conform to to Government standards of data protection and encryption policy according to the individual organisational needs

Availability and resilience

• Guaranteed availability: We use Microsoft Cloud service level agreement of availability, which is 99% uptime
• Approach to resilience: The Cloud services are designed with builtin resilience services
• Outage reporting: A Public Dashboard, API with outage, email alert

Identity and authentication

• User authentication needed: Yes
• User authentication:
  • 2-factor authentication
  • Public key authentication (including by TLS client certificate)
  • Identity federation with existing provider (for example Google Apps)
  • Username or password
• Access restrictions in management interfaces and support channels: System defined access management
• Access restriction testing frequency: At least every 6 months
• Management access authentication:
  • 2-factor authentication
  • Public key authentication (including by TLS client certificate)
  • Identity federation with existing provider (for example Google Apps)
  • Limited access network (for example PSN)
  • Dedicated link (for example VPN)
  • 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: No
• ISO 28000:2007 certification: No
• CSA STAR certification: Yes
• CSA STAR accreditation date: Solution hosted in Microsoft Azure
• CSA STAR certification level: Level 5: CSA STAR Continuous Monitoring
• What the CSA STAR doesn’t cover: Solution hosted in Microsoft Azure
• PCI certification: Yes
• Who accredited the PCI DSS certification: Solution hosted in Microsoft Azure
• PCI DSS accreditation date: Solution hosted in Microsoft Azure
• What the PCI DSS doesn’t cover: Solution hosted in Microsoft Azure
• Cyber essentials: Yes
• Cyber essentials plus: No
• Other security certifications: No

Security governance

• Named board-level person responsible for service security: Yes
• Security governance certified: Yes
• Security governance standards:
  • CSA CCM version 3.0
  • ISO/IEC 27001
• Information security policies and processes: Microsoft Azure Security policy are compliant to most of the global Information security policy that we adhere to.

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: We follow CICD process using Visual Studio, Jenkins and Azure Cloud deployment process
• Vulnerability management type: Conforms to a recognised standard, for example CSA CCM v3.0 or SSAE-16 / ISAE 3402
• Vulnerability management approach: We host, store , access all our service through Microsoft Cloud Service , which is always green and patched with latest software updates and security.
• Protective monitoring type: Conforms to a recognised standard, for example CSA CCM v3.0 or SSAE-16 / ISAE 3402
• Protective monitoring approach: We are using existing Microsoft Cloud threat management and monitoring services. Which are managed through monitor and command centre
• 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: We have standard incident management process and follow Microsoft Azure Cloud standard process along with all the reporting

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

  Our SMART AI platform brings 24/7 self service and automation to users of public sector services. By deploying services digitally, our AI is part of an effort towards channel shift with less reliance on in-person event and meetings.
• Covid-19 recovery:

  Covid-19 recovery

  Our SMART AI platform helps public sector organisations and their users recover from the impacts of COVID-19. Our technology helps reduce the demand for front line support services by introducing self-service across various channels 24/7. It reduces the need for face to face meetings and uses accessible digital interfaces for organisations to serve their users. For support staff within an organisation it increases the likelihood of remote working and reduced travel as our technology is cloud based and accessible anywhere, at any time.
• Tackling economic inequality:

  Tackling economic inequality

  Our SMART AI platform delivers innovation and new technologies through the supply chain that results in reduced costs for public sector organisations and better quality services. Our proprietary AI is built to be human parity and deliver the same or a better experience than equivalent human agents on channels like phone, email and live chat. Our AI platform lets users increasingly self serve answers and processes to free up capacity within organisations and better deploy resources where they are most needed.
• Equal opportunity:

  Equal opportunity

  Our SMART AI platform is built with accessibility in mind. Our web based deployments of conversational AI are WCAG 2.1 AA compliant with styling and language that allow for customisation and access from text/voice input.
• Wellbeing:

  Wellbeing

  Our SMART AI platform was built to promote user self-service and automation with less reliance of public sector organisations' 1st line support. One way we can help communities is to deliver a human parity 24/7 service which isn't necessarily available from an organisation. We also offer multi-lingual support by default and allows non-native speakers to converse with an organisation in their own language seamlessly.

Pricing

• Price: £10,700 a licence a year
• Discount for educational organisations: Yes
• Free trial available: Yes
• Description of free trial: Limited period access to fully featured demo environment
• Link to free trial: Environment provisioned per user

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 ccs@phoenixs.co.uk. Tell them what format you need. It will help if you say what assistive technology you use.