KGN Software Ltd

KGN-Software

KGN offers end-to-end software development and support services, designed for the Cloud and utilising the best technologies to meet customers’ Value for Money, quality and usability requirements. We have a global track record in reliably delivering solutions ranging from the simple to the complex, underpinned by our industry-leading core capabilities.

Features

• User-centric design and delivery; including UX/UI;
• Full lifecycle engagement; facilitating workshops with stakeholders, design, build, operate;
• Iterative and incremental approach utilising MVP;
• Flexible delivery methodology; from waterfall to full agile;
• Automated development process supported by Agile processes and DevSecOps;
• Innovation through appropriate use of open source frameworks;
• Rigorous testing approach, e.g. TDD, CI, multi-stage, test automation etc.;
• Solution integration, bespoke development and application modernisation;
• Enterprise, solution and domain architecture expertise;
• Core capabilities; Mission Software Systems, Cyber Operations, Digital Modernisation

Benefits

• Delivered solutions closely aligned with user needs through business analysis;
• Early delivery drives business benefit & user engagement;
• Cross-functional team collaboration maximises overall team productivity;
• Delivery methodology tailored to solution and customer needs;
• Delivery efficiency maximised through automation of recurring tasks;
• Cost-effective delivery outcomes and productivity through open source adoption;
• Holistic approach assures quality and well-informed decision making;
• Technology agnostic approach enables selection of best-fit stack (eg.AWS, Azure);
• Broad architecture expertise supports end-to-end and detailed design view;
• Secure development and delivery capability through our ListX development centres

£408 a unit a day

• Education pricing 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 publicsector@kgnsoftware.co.uk. Tell them what format you need. It will help if you say what assistive technology you use.

Framework

G-Cloud 14

Service ID

902789365826926

Contact

Mohammed Anis Ur Rahman
07515402791
publicsector@kgnsoftware.co.uk

Service scope

• Software add-on or extension: Yes
• What software services is the service an extension to: KGN Software will work with the customer to define what other software services are needed as part of the requirement-gathering
• Cloud deployment model:
  • Public cloud
  • Private cloud
  • Community cloud
  • Hybrid cloud
• Service constraints: KGN has not identified any service constraints.; ; For maintenance windows, KGN adheres to the following.; ; “Planned Maintenance” means any pre-planned maintenance of any infrastructure relating to the Services. KGN provides the customer with at least twenty four hours’ advance notice of any such planned maintenance, the details of which will be discussed and agreed in advance.; ; “Emergency Maintenance” means any emergency maintenance of any of the infrastructure relating to the Services. Whenever possible, KGN provides the customer with at least six hours’ advance notice, of any such planned maintenance, the details of which will be discussed and agreed in advance.
• System requirements:
  • Operational flexibility
  • Flexible implementation
  • Flexible configuration
  • Flexible customisation
  • Flexible licensing agreements
  • Partnerships with AWS, Azure, GCP, OCI, UKCloud
  • End-to-end tailored management of cloud hosted services

User support

• Email or online ticketing support: Email or online ticketing
• Support response times: This depends on SLAs and the agreed requirements with our customers.
• 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: Web chat
• Web chat support availability: 24 hours, 7 days a week
• Web chat support accessibility standard: None or don’t know
• How the web chat support is accessible: Web chat is available via existing service management tools and a self-service portal. This is a bespoke feature which is designed to meet customers' requirements.
• Web chat accessibility testing: No specific testing has been conducted by KGN
• Onsite support: Onsite support
• Support levels: Service Levels and KPIs are developed to focus the KGN team on realising the right outcomes according to the business priorities and drivers.; Our support services are tailored to the requirements of the customer and Service Levels are designed to meet the customers’ requirements. The cost of support depends on a combination of the support scope, the service levels required and the hours of service. Each support arrangement is customised to the complexity, and criticality of the services being managed and supported. It is also dependent on the underlying SLAs of the hosting platform provided by our partner.; ; KGN can provide a Service Delivery Manager Capability as well as contacts and process for both technical and service related escalations. KGN believes in Continual Service Improvement and agrees a process with customers as to how this activity is conducted to ensure mutual benefit.; ; Examples of the support arrangements KGN currently provides are as follows:; • Business hours support (Monday to Friday, 8:30am to 6:00pm);; • Extended business hours support (Monday to Friday 0800 – 2000);; • Core hours support (Monday to Sunday, 8:30am to 6:00pm);; • 24/7 support (365 days per year, 24 hours per day).
• Support available to third parties: Yes

Onboarding and offboarding

• Getting started: KGN demo, documentation, onsite training, online training.
• Service documentation: Yes
• Documentation formats:
  • HTML
  • ODF
  • PDF
• End-of-contract data extraction: KGN assists the customer by planning and executing exit projects from cloud solutions. This is costed separately from other services as a standalone exercise.
• End-of-contract process: KGN assists customers by planning and executing exit projects from cloud solutions. Typically an Exit Plan is created and agreed with the customer which is then revised as required across the duration of contract engagement. This is costed separately from other services as a standalone exercise.

Using the service

• Web browser interface: Yes
• Supported browsers:
  • Internet Explorer 11
  • Microsoft Edge
  • Chrome
  • Safari
  • Opera
• Application to install: Yes
• Compatible operating systems:
  • Android
  • IOS
  • Linux or Unix
  • MacOS
  • Windows
  • Windows Phone
  • Other
• Designed for use on mobile devices: Yes
• Differences between the mobile and desktop service: The solution is optimised for mobile use. There are some differences in terms of the look and feel of the UI appropriate to use on a mobile device.
• Service interface: Yes
• User support accessibility: None or don’t know
• Description of service interface: Defined during delivery to meet the agreed customer requirements
• Accessibility standards: None or don’t know
• Description of accessibility: We suggest our customers contact KGN for specific accessibility requirements
• Accessibility testing: No service interface testing done by KGN
• API: Yes
• What users can and can't do using the API: We suggest our customers contact KGN for specific requirements on API specs
• API documentation: Yes
• API documentation formats: PDF
• API sandbox or test environment: Yes
• Customisation available: No

Scaling

• Independence of resources: In order to guarantee that users are not affected by the demands from other users, KGN and its partners use resource reservations and shares such as internet bandwidth shaping. In addition, our hosting partners ensure that usage in terms of all resources are constantly monitored and increased accordingly relating to user demand; their capacity planning model supports the planning of future demands to acquire and implement additional resources based upon current resources and forecasted requirements.

Analytics

• Service usage metrics: Yes
• Metrics types: KGN assists customers through understanding specific customer defined and default metrics.
• Reporting types:
  • API access
  • Real-time dashboards
  • Regular reports
  • Reports on request

Resellers

• Supplier type: Not a reseller

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:
  • United Kingdom
  • European Economic Area (EEA)
• 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: ‘IT Health Check’ performed by a CHECK service provider
• Protecting data at rest:
  • Physical access control, complying with CSA CCM v3.0
  • Other
• Other data at rest protection approach: All stored data is encrypted at rest and where desired, the keys can be held and managed by the customer. Access to data is controlled by Identity and Access Management by applying Role Based Access Control (RBAC) aligned to the customers' requirements.
• Data sanitisation process: Yes
• Data sanitisation type: 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: KGN assists customers through understanding specific customer data export requirements and designing a process to expedite data export in an effective, secure and cost efficient manner. This process is costed separately and is influenced by different variables including the volume and complexity of data to be exported.
• Data export formats:
  • CSV
  • ODF
  • Other
• Other data export formats:
  • Excel
  • Parquet
  • Parquet
  • Structured data
  • Unstructured data
• Data import formats:
  • CSV
  • ODF
  • Other
• Other data import formats: Excel

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: KGN agrees appropriate service levels with customers to ensure the hosted, managed services meet the customers’ requirements. We ensure we have the appropriate underpinning contracts and Operating Level Agreements (OLAs) in place to ensure we can deliver the levels of availability that are necessary.
• Approach to resilience: Our hosting partners’ services are deployed across a number of sites, regions and zones. Each zone is designed to eliminate single points of failure (such as power, network and hardware). We design solutions to ensure they span multiple sites, regions or zones to ensure service continuity should a failure occur.; ; Each datacenter is built to physical, environmental, and security standards in an active-active configuration, employing an n+1 redundancy model, ensuring system availability in the event of component failure. Components (N) have at least one independent backup component. All datacenters are online and serving traffic. In case of failure, there is sufficient capacity to enable traffic to be load-balanced to the remaining sites.
• Outage reporting: All outages will be reported via the platforms’ Service Status page and the notifications service within the platform providers’ portals. Outages are identified as planned maintenance, emergency maintenance, and platform issues. In addition, the designated KGN Service Delivery Manager contact customers proactively as appropriate. KGN develops custom portals for customers use.

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)
  • Limited access network (for example PSN)
  • Dedicated link (for example VPN)
  • Username or password
• Access restrictions in management interfaces and support channels: Our hosting partners’ management interfaces are only accessed by KGN and not by the customers directly. KGN verify the identity of a user through out ASSIST support portal, where users will authenticate using a username and password. If a user chooses to call our service desk, we verify the identity of the caller by “secret word” or challenge and response before providing any information or services.
• Access restriction testing frequency: At least every 6 months
• Management access authentication: 2-factor authentication

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: No
• ISO 28000:2007 certification: No
• CSA STAR certification: No
• PCI certification: No
• Cyber essentials: No
• 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: ISO/IEC 27001
• Information security policies and processes: Our hosting partners have a number of inter-connected governance frameworks in place which control both how they operate and the manner in which they deliver cloud services to our customers. Many of these have been independently assessed against ISO20000, ISO27001, ISO27017 and ISO27018. Our hosting partners put in place an integrated suite of information security policies including but not limited to:; ; • Acceptable Use;; ; • Antivirus Protection;; ; • Asset Management;; ; • Business Continuity Management;; ; • Data Protection;; ; • Password Management;; ; • Personnel Management;; ; • Supply Chain Management.; ; These policies address purpose, scope, roles, responsibilities and management commitment. Similarly, KGN writes a customise Information Security Management Plan for each customer that explains how we managed and secure customer data within our systems. This is made available to the customer at contract commencement.

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: KGN follows ITIL aligned Service Asset and Configuration Management (SACM) and Change Management processes. We maintain asset lists and a configuration management database any changes to which are governed by change control. These are maintained on our ASSIST Service Desk system based on the market leading ServiceNow product which is accredited to the ISO20001 standard.
• Vulnerability management type: Conforms to a recognised standard, for example CSA CCM v3.0 or SSAE-16 / ISAE 3402
• Vulnerability management approach: Our hosting partners have documented vulnerability management policies and processes, which have been implemented, maintained and assessed in accordance with the guidance from ITIL v.3 and the current ISO20000 and ISO27001 standards. KGN works with customers to ensure that cloud deployments are proactively managed to ensure security integrity using out hosting platform partners native tools and third party products where required.; ; KGN has a cyber security capability and works with other organisations (including NCSC) to assimilate real-time threat information which we use to make decisions relating to the mitigation of vulnerabilities in customer environments.
• Protective monitoring type: Supplier-defined controls
• Protective monitoring approach: Following best practices from the National Cyber Security Centre (NCSC), KGN and our partners protect platforms with 24x7 enhanced protective monitoring services, vulnerability scanning and assessment. Our approach to protective monitoring at minimum meets the Protective Monitoring Controls (PMC 1-12) outlined in NCSC document GPG13. It includes checks against systems events (SIEM) and network traffic analysis, including time sources, cross-boundary traffic, suspicious activities at a boundary, network connections, status of backups. Any alerts generated are logged and investigated 24x7. Any mitigating actions are agreed upon with the customer and carried out in line with the SLAs agreed at contract commencement.
• Incident management type: Supplier-defined controls
• Incident management approach: KGN and our hosting partners follows strict incident management processes. KGN and some of our partners follows processes which have been implemented, maintained and assessed in accordance with the guidance from ITIL and the current ISO20000 and ISO27001 standards.; ; Incidents can be reported through the KGN Service web portal or by telephone to our Service Desk operatives. Other incidents are triggered by alerts provided from the hosted platform and are treated in the same way. KGN reports incident statistics on a regular scheduled basis, and can provide ad-hoc reports should the customer desire.

Secure development

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

Public sector networks

• Connection to public sector networks: Yes
• Connected networks:
  • Public Services Network (PSN)
  • Police National Network (PNN)
  • NHS Network (N3)
  • Joint Academic Network (JANET)
  • Scottish Wide Area Network (SWAN)
  • Health and Social Care Network (HSCN)

Social Value

• Social Value:

  Social Value

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

  Fighting climate change

  For KGN, a fundamental element of our philosophy towards meeting Corporate Social Responsibility (CSR) and Ethical Business commitments, is the approach we take towards safeguarding the environment and the measures we implement to incorporate sustainability within our business activities. We are committed to building and shaping sustainable solutions to minimise emissions, pledging to become CarbonNeutral by 2030 and to reach Net-Zero by 2040, 10 years ahead of the UK Government’s Net-Zero target. As stewards of the environment, we seek to advance environmental sustainability by preserving natural resources, reducing emissions and; limiting waste.; ; To achieve this, we will:; • Reduce 15% of our relative energy consumption at our UK sites by 2025;; • Reduce 40% of our general commuting and business travel emissions by 2025;; • Procure 80% of our electricity through renewable contracts by 2030;; • Offset any remaining emissions after 2030 by researching options and; strategies to fulfil our promise.; ; We work with our customers to reduce emissions and climate change through direct working practices and develop solutions to support these aims. We believe the greatest contribution KGN makes to environmental stewardship comes from the work we do for our customers, and we would welcome the opportunity to work together; to achieve our joint ambitions.

  Covid-19 recovery

  KGN seeks to help local communities and charities affected by COVID-19 by creating roles for new employment, re-training and other return-to-work opportunities. We recognise that charities and local communities are still recovering from the pandemic. ; ; We also recognise that the under 30s demographic in particular have been adversely affected by the pandemic. KGN creates opportunities for new employment and retraining for young people with our partners, like futureproof, and through funding their studies with the Digital Start Fund. In addition, we know working 9 to 5 does not suit everyone – Our flexible working patterns help build a culture and leadership style focused on seeing and connecting with each person in their entirety: their life situation, potential contributions, and unique capabilities. Our KGN Life programme is a direct response to the pandemic, we enhanced our existing flexible working policies to empower our employees by promoting a dynamic and modern approach to how, when and where they work, making the workplace accessible to everyone. This recognises the unprecedented challenges presented by the pandemic.

  Tackling economic inequality

  As one of the first organisations in the world to gain the ISO44001 certification for collaboration across the supply chain ecosystem, KGN is committed to tackling economic inequality through collaboration. We identify areas of economic inequality to work on through our Gender Pay Gap report, signatory status’ on the Tech Talent Charter and Race at Work charter and through outside perspectives, such as Inclusive Employers, to identify areas of economic inequality and inform our approach to improvements.; ; We have implemented multiple initiatives to reduce the disability employment gap, such as annually funding scholarships for disabled veterans with the Open University or holding workshops with our Employee Resource Groups on topics like ‘Autism Awareness in the Workplace’. At KGN, every ‘all hands’ employee call at KGN has a British Sign Language translator; providing equal access to senior leadership communications, business information and updates, and we currently offer sign language classes to every employee.; ; KGN UK also aims to support those from disadvantaged or minority groups with in-work progression with mentoring and our e-learning academy. Our external mentoring programme with organisations like Futureproof enables us to role model diverse workplaces and share learnt experiences with those early in careers from diverse backgrounds themselves. We have also introduced diverse hiring practices, including unconscious bias training, diverse panel interviewing and gender-neutral language in all job adverts to ensure equal opportunities for all.

  Equal opportunity

  KGN has created a diverse and inclusive workplace where every colleague has the opportunity to contribute, share their unique ideas and talents, and be supported in their career. Two of our KGN Values, ‘Inclusion’ and ‘Collaboration’ underpin everything we do, from initial recruitment through training, development, engagement, leadership and day-to-day business activities. We are constantly learning and updating our Inclusion and Collaboration efforts with specific initiatives relevant to tackling workforce inequality. Our culture is one of openness and transparency, reinforced by our 7 Employee Resource Groups which provide platforms for key discussions and raise awareness of important issues, such as ‘positive action versus positive discrimination’ and ‘menopause in the workplace’. KGN empowers and challenges everyone to passionately and continuously seek, share, and apply new knowledge, skills, and behaviours. We believe our employees are the best curators of their careers so KGN UK offers a diverse menu of learning and development options for employees to choose to grow their careers in the way that makes sense for them. We support all of our employees with team check-ins to training to 1-to-1s and mentoring.

  Wellbeing

  KGN believes in ensuring that our employees can access the tools needed to develop their careers and empower you to create the right work-life balance. KGN Life is our renewed commitment to a culture that puts our employees’ careers, flexibility, and wellbeing first. We know employees can bring their best when they feel their best. Employees who are holistically well – mentally healthy, financially solvent, and physically fit – are better able to engage fully and find their life and work more satisfying, improving employee retention and keeping people in work. KGN UK offers a supportive environment with an active Health & Wellbeing Employee Resource Group that engages employees and directs them to helpful resources, such as our Employee Assistance programme, workshops, webinars and ‘e-zines’, to help build their best selves. We have dedicated manager trainings available for key health and wellbeing topics like managing stress, menopause in the workplace, mindfulness practises. Our resources are also available to our subcontractors. Furthermore, our staff routinely volunteer their time and skills to supporting the wellbeing of the communities in which we live and work, either by working with charities or volunteering at their local schools and colleges as STEM ambassadors.

Pricing

• Price: £408 a unit a day
• Discount for educational organisations: Yes
• 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 publicsector@kgnsoftware.co.uk. Tell them what format you need. It will help if you say what assistive technology you use.