ACCENTURE (UK) LIMITED

Accenture Cloud Hosting And Smart Managed Services

Smart Managed Service - running client services using best in class cloud infrastructure services, demonstrating DevOps and service automation to transform how organisations can run and evolve business critical, high scale and high availability services.

Features

• Automatic or scheduled scaling of infrastructure
• Consistent pre-production, test and production environment provision
• Clear, visible dashboards on service health and performance
• Event driven service capabilities
• Best in class monitoring capabilities
• Clear audit and logging capabilities
• Rapid migration to customer owned environments once implemented
• Rapid migration from legacy architecture and infrastructure to Cloud
• Consistent but adaptable Software Delivery Lifecycle
• Security and SOC integration

Benefits

• Cost effective service-driven infrastructure
• ITIL-compliant lean automated service management function
• Clear visibility of service health and performance
• Rapid migration to customer owned environments once implemented
• Established method and approach for cost management
• Clear audit and logging capability for all services
• Established path to migrate existing services
• Template approach to service best practice
• Flexible but consistent delivery lifecycle for cloud evolution
• Best practice in IT Security and SOC compliance

£95 to £2,240 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.TenderMonitoring@accenture.com. Tell them what format you need. It will help if you say what assistive technology you use.

Framework

G-Cloud 14

Service ID

899983051490456

Contact

John Swanston
+44 7827898900
UK.TenderMonitoring@accenture.com

Service scope

• Service constraints: N/A
• System requirements: None specified

User support

• Email or online ticketing support: Email or online ticketing
• Support response times: Response times as agreed with the client. We support business hours, heightened support and 24x7x365 services
• 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: 24 hours, 7 days a week
• Web chat support: No
• Onsite support: Onsite support
• Support levels: We support 24x7x365 services, with a range of SLAs to meet client needs.; ; Our typical Lean Managed Service team consists of a Service Lead (Account Manager and Service Operations manager), a Technical Lead and 6 multidisciplinary engineers - though this can be scaled to support client requirements.; ; A typical example would be the above team setup, supporting 24x7x365 services, primarily in business hours (8am-6pm Monday to Friday), supporting out of hours / incidents via automated incident alerting tooling, to customer-agreed SLAs.; ; The cost for that team and service is typically up to £1,200,000 per annum (plus VAT).; ; This is typically based on DevOps delivery and ongoing evolution of a client product or service using cloud tools and infrastructure, and a technology choice aligned with client requirements. Note that we expect a maximum of 1.5-2 FTE equivalents from that engineering team of 6 to be focused on service management once we transition services to our cloud operations. We would expect this will leave 4-4.5 FTE engineers to evolve the client's platform, infrastructure and software services in Sprint cycles post-service launch / transition.
• Support available to third parties: Yes

Onboarding and offboarding

• Getting started: We typically engage with a client to establish a Service Design - based on service requirements, required tooling, service process and definition. This will outline the onboarding requirements, and inform the service definition documentation required. We will establish a knowledgebase, and collaboratively design documentation and process manuals that will be used by the service team and the client. We will identify training (typically a combination of web/online training, face to face onsite training events), and perform managed pre-transition rehearsals to demonstrate ways of working, engagement and service processes.
• Service documentation: Yes
• Documentation formats:
  • HTML
  • PDF
• End-of-contract data extraction: We use best in class cloud infrastructure, configuration management and code management tools, and cloud based knowledgebase services. These can be hosted either on client instances, or our own, and can be easily handed back to clients or other third parties during service transition.
• End-of-contract process: We factor into the service operation costs a transition period, executed in the last 3-6 months of the contract. Service transition and handover is part of the service operation - indeed service transition to in-house or third parties is the intent of the Lean Managed Service we offer, which we intend to use as an exemplar of lean service delivery, evolution and transformation. We would build the project delivery elements into the delivery backlog of the managed service team. The only additional costs would be incurred if a client requires resources over and above those that form the Lean Managed Service team, and will be performed and provided on an agreed Time and Materials basis to a pre-agreed ratecard - however, this will only be required if delivery or operational activities over and above the service team are requested specifically by the client.

Using the service

• Web browser interface: No
• API: No
• Command line interface: No

Scaling

• Scaling available: Yes
• Scaling type:
  • Automatic
  • Manual
• Independence of resources: We use either clients' own instance or our own instance of cloud services, with no contention from other users or services. We work collaboratively with client design and architecture teams to ensure that existing / to-be architecture is fit to meet this purpose.
• Usage notifications: Yes
• Usage reporting:
  • API
  • Email

Analytics

• Infrastructure or application metrics: Yes
• Metrics types:
  • CPU
  • Disk
  • HTTP request and response status
  • Memory
  • Network
  • Number of active instances
• 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: Amazon Web Services, through the Solution Provider programme

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)
• 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:
  • 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: No
• Equipment disposal approach: A third-party destruction service

Backup and recovery

• Backup and recovery: Yes
• What’s backed up:
  • Files
  • Virtual Machines
  • Databases
  • Archives
• Backup controls: Backups will be performed and scheduled by the Managed Service team. Requests for backups over and above those designed and defined during the service design will be Service Requests (costs are included in the service team operational cost) managed by the Service team.
• Datacentre setup: Multiple datacentres with disaster recovery
• Scheduling backups: Supplier controls the whole backup schedule
• Backup recovery: Users contact the support team

Data-in-transit protection

• Data protection between buyer and supplier networks:
  • Private network or public sector network
  • TLS (version 1.2 or above)
  • IPsec or TLS VPN gateway
  • Bonded fibre optic connections
  • Legacy SSL and TLS (under version 1.2)
• Data protection within supplier network:
  • TLS (version 1.2 or above)
  • IPsec or TLS VPN gateway
  • Legacy SSL and TLS (under version 1.2)

Availability and resilience

• Guaranteed availability: SLAs with our clients range from 99.5% to 99.9% service availability. We have a client-specific service credit approach defined during service setup definition and negotiations.
• Approach to resilience: Available on request
• Outage reporting: Our services provide public dashboards that clients and their service management teams can access securely, and are supported by APIs, email and text alerting (as well as hooks into Service tools such as Service Now and Pager Duty) that are used by the Service teams and client teams.

Identity and authentication

• User 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
• Access restrictions in management interfaces and support channels: Access is restricted by use of best in class authentication and identification processes as required by the client. All internal systems access is supported by 2-factor authentication, Public key authentication (including by TLS client certificate), and Identity federation with existing provider (Google apps) where relevant.
• Access restriction testing frequency: At least once a year
• 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
• Devices users manage the service through:
  • Dedicated device on a segregated network (providers own provision)
  • Dedicated device on a government network (for example PSN)
  • Dedicated device over multiple services or networks
  • Any device but through a bastion host (a bastion host is a server that provides access to a private network from an external network such as the internet)
  • Directly from any device which may also be used for normal business (for example web browsing or viewing external email)

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: BSI
• ISO/IEC 27001 accreditation date: 20/12/2023
• What the ISO/IEC 27001 doesn’t cover: N/A
• ISO 28000:2007 certification: No
• CSA STAR certification: Yes
• CSA STAR accreditation date: 29/03/2023
• CSA STAR certification level: Level 3: CSA STAR Certification
• What the CSA STAR doesn’t cover: N/A
• PCI certification: No
• Cyber essentials: Yes
• Cyber essentials plus: Yes
• Other security certifications: Yes
• Any other security certifications: CERT UVDB Silver

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: Accenture aligns the security for the Private Cloud Service to the global policies of the organisation. Included within those policies are specific guidelines for identifying, reporting, and tracking security related tasks. This is then reviewed by an internal audit and compliance team, and audited by a third party annually.

Operational security

• Configuration and change management standard: Supplier-defined controls
• Configuration and change management approach: We offer and design Configuration and Change Management processes that meet exacting client requirements in secure and sensitive, compliance-driven environments.
• Vulnerability management type: Supplier-defined controls
• Vulnerability management approach: We offer and design Vulnerability Management processes that meet exacting client requirements in secure and sensitive, compliance-driven environments, using best in class threat definition resources internally and externally.
• Protective monitoring type: Supplier-defined controls
• Protective monitoring approach: We offer and design Protective Monitoring processes that meet exacting client requirements in secure and sensitive, compliance-driven environments. We regularly integrate with client or third party SOC services, which form part of service evolution, protection and incident management.
• Incident management type: Supplier-defined controls
• Incident management approach: We offer and design Incident Management processes that meet exacting client requirements in secure and sensitive, compliance-driven environments, commensurate with specific client objectives. Incident reports are provided to an agreed schedule and timeline, and are also automated by the toolsets we integrate with. Incidents can be reported using tools such as Service Now or Pager Duty, or via Service processes (client Service Management teams directly contacting our service teams).

Secure development

• Approach to secure software development best practice: Conforms to a recognised standard, but self-assessed

Separation between users

• Virtualisation technology used to keep applications and users sharing the same infrastructure apart: No

Energy efficiency

• Energy-efficient datacentres: No

Social Value

• Social Value:

  Social Value

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

  Fighting climate change

  Accenture’s environmental strategy supported by our ISO 14001 certification, focuses on three areas to fight Climate Change: running efficient operations that reduce emissions and other impacts; enabling client and supplier sustainability; engaging and influencing our people, leaders, partners, and other stakeholders as throughout targeted activities and initiatives. Influence environmental protection and improvement: • Accenture is working to achieve net zero emissions by 2025. We are proud to be largest professional services company aligned to Science Based Targets initiative. • Engagement to raise awareness: We will use Carbon Disclosure Project’s (CDP) supply chain tools to promote engagement and sustainable business practices with our suppliers. CDP methods are recognised globally as setting the industry standard for sustainability of supply chains. • Co-design/creation: Our ‘Responsible by Design’ framework will guide our work so the solutions we create for each buyer will include environmental protection and will reduce negative effects whilst maximising benefits. Additional environmental benefits: • Training and education: Our delivery nominated Sustainability Coaches will ensure we are focusing on environmental protection and improvement throughout our work. We will use our Sustainability Quotient (SQ) training to develop our skills and adopt climate smart behaviours. • Partnering/collaborating with the community: Engagement with communities throughout call offs will support the delivery of environmental objectives. We will improve our environmental outcomes in call offs through buying locally and ethically, sponsoring local environmental protection events, offering training and apprenticeship schemes, and building environmentally friendly services and products. We will leverage partnerships with bodies such as SciStarter to influence the public to contribute to climate projects. Reporting: • We use regular surveys and measurement to identify and implement opportunities to support the environment and tackle climate change. To manage our social value commitments at call offs, we will use www.SocialValuePortal.com, to provide transparent 3rd party verified reporting.

  Covid-19 recovery

  One of Accenture’s core values is Stewardship, which includes helping improve the communities in which we live and work. As such, we are committed to helping local communities to manage and recover from the impact of COVID-19. We are committed to ensuring that the G Cloud 13 contract supports local organisations and communities to manage and recover from the impacts of COVID-19. We will do this by: • Supporting local businesses: We will work with small/growing organisations to help optimise and grow their businesses. We will provide access to Accenture Leadership through hosting online workshops providing business mentorship opportunities to SMEs. • Investing in people to create opportunity: Accenture will support individuals to maximize their employability through training, apprenticeship, work placements, mentorships, and other initiatives where applicable at call-offs. Our initiatives will develop new skills that can keep them employed, upskilled and resilient in an uncertain job market. Our approach focuses on engaging with those who have been hit hardest by the pandemic in terms of employment opportunities including NEET and young people to enable them to get upskilled. • Rebuilding local communities: At call offs, we will invest in supporting local communities to recover from the less tangible effects of COVID-19. Mental health and isolation have become increasingly pressing issues during the pandemic particularly among the socially vulnerable. We are committed to supporting local and national charities to rebuild connections between people in the community. Our staff volunteer through our charity network in Leeds, Newcastle and London to create volunteering opportunities for all. Reporting: We use regular surveys and measurement to identify and implement opportunities to support Covid-19 recovery. To manage our social value commitments at call offs, we will use www.SocialValuePortal.com, a leader in social value contract management who will provide transparent 3rd party verified reporting.

  Tackling economic inequality

  Accenture’s commitment in the UK extends beyond the Equality Act’s protected characteristics to include ensuring that individuals from lower socio-economic backgrounds. Entrepreneurship, growth, and business creation: Our established Accenture programmes support social mobility across a range of activities including outreach, work experience, recruitment, progression, and advocacy. • Employment: We will continue to offer our world class apprenticeship and graduate programme which provides opportunities for young unemployed people and creates a path to long term employment. The aim of Accenture’s apprenticeship and graduate programmes is to expand our talent pool by finding, training, and developing young people for a career in technology. This is part of our broader commitment to creating entry level opportunities in the technology and digital sectors for those facing greater barriers to entry. • Diverse supply chains: We remain dedicated to help develop small, medium and diverse suppliers through our Diverse Supplier Development Programme, Procurement Plus. By standardising and simplifying how we do things, we lower the barrier to entry for diverse SMEs to our supply chain. • Making our payments in accordance with the Prompt Payment Code and regularly reporting on the % of payments within 30/60 days. • Innovation and disruptive technologies: Accenture’s Innovation Programme - started in 2014, the programme will be used to leverage insights from within the Accenture organisation to resolve our clients’ problems. Our outreach programmes focus on areas of high deprivation across the UK; Skills to Succeed and Accenture's Digital Skills platform have upskilled 573,000 people across various social and economic circumstances, and we have reached over 10,000 young people nationallyTo manage our social value commitments at call offs, we will use www.SocialValuePortal.com, a leader in social value contract management who will provide transparent 3rd party verified reporting.

  Equal opportunity

  Accenture is committed to accelerating equality and creating a work environment where everyone belongs. Our commitment starts at the top with our board and extends across the company. • Identifying and tackling inequality in employment, skills and pay: Inclusive and accessible recruitment practices: we provide opportunities appropriate to individuals from different backgrounds and at different stages in their career. We have partnered with a diversity software programme to drive a non-biased recruitment processes removing the need for human screening during the initial candidate sift. • We provide a range of learning and employment routes to tackle inequality and give opportunities to young people from disadvantaged backgrounds, including through our Technology Apprenticeship Programme and Movement to Work Scheme. • Reducing Gender Pay Gap: we are working towards eliminating gender-based pay disparity. • Quarterly ethics/ unconscious bias training: all our employees must complete this training. We had global compliance of 99% in 2020. Supporting in-work progression including for those from disadvantaged/ minority groups Training and mentoring opportunities to disadvantaged and under-represented groups is a powerful way to raise their career aspirations and fulfil their potential. • Our Networks of champions and allies can provide support in development and tailored mentoring for career progression, e.g., our South Asian network recently ran a Women’s Leadership Development workshop covering topics such as ‘Career Progression’. • ‘Accent On’ initiatives (such as gender/family/enablement/ethnicity) promote sharing knowledge and understanding to create cohesive and supportive diverse teams where everyone belongs and feels motivated. • Reporting: We use regular surveys and measurement to identify inequalities and implement measures to tackle them. To manage our social value commitments at call offs, we will use www.SocialValuePortal.com, a leader in social value contract management who will provide transparent 3rd party verified reporting.

  Wellbeing

  Accenture has responsibility to our employees and the communities we work within to lead in advancing the mental and physical wellbeing agenda. Supporting physical and mental health in the contract workforce: • We strive for excellence in relation to support our employees’ Health and Wellbeing (H&W): We actively encourage physical fitness through access to l fitness experiences catering to all levels. • Mental Health at Work Pledge – we are committed to upholding a set of standards that improves and supports mental health of our people. We implement the six Mental Health at Work commitment standards through consistent communication, training at all levels, open conversations, workplace conditions/adjustments, routine check-ins via people leads and engagement surveys • We offer private medical insurance, including unlimited access to GP appointments, and our Employee Assistance Programme (EAP) including full access to confidential counsellors supporting our employees’ long-term mental health needs via a dedicated 24/7/365 helpline to all staff. • Influencing staff, suppliers, customers and communities through delivery of the contract: We will run our Truly Human workshops that focus on wellbeing – Heart (sense of belonging), Mind (mental wellbeing), Body (physical wellbeing) and Soul (sense of purpose) • We pride ourselves on mental health literacy for staff and provide opportunities to learn how to manage mental health effectively by: o Providing all staff with a mental health ally o All staff will complete Mental Health Awareness courses so they can have effective conversations with their teams about metal health. • We will leverage Accenture Volunteering Programme to deliver volunteering days to drive positive health and wellbeing impact in community. • Reporting: We use regular surveys and measurement on staff wellbeing and explore opportunities to provide best-in-class support. To manage our social value commitments, we use www.SocialValuePortal.com, to provide transparent 3rd party verified reporting.

Pricing

• Price: £95 to £2,240 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.TenderMonitoring@accenture.com. Tell them what format you need. It will help if you say what assistive technology you use.