UST Global Pvt Ltd

Robotic Process Automation (RPA)

UST provides RPA reselling and managed services like process automation feasibility analysis, design, development/ implementation and production support for multiple RPA tools like UiPath, Automation Anywhere, Blue Prism and Power Automate

Features

• Process discovery to assess automation feasibility for functional area processes.
• ROI calculation and creating priority list of processes for automation.
• Process walkthrough, detailed design documents, and solution design for requirements.
• Build the bot using industry best practices.
• Provides optimal shared support for bot & incident management.
• Establish CoE as per customer requirement.
• Establish reusable components library.

Benefits

• Process Discovery ensures success by choosing right process for automation.
• ROI analysis ensures ROI is in line with business KPI's.
• Reduces downstream re-work and identifies right tool for automation.
• Ensures industry best practices are used to create robust bots.
• Reduces cost through shared support model ensuring optimal up-time.
• RPA CoE ensures robust bots created using industry best practices.
• Library reduces overall build time through re-usability.

£500.00 a unit a day

• Education pricing available
• Free trial available

Service documents

• Pricing document

  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 ukpublicsectorsales@ust.com. Tell them what format you need. It will help if you say what assistive technology you use.

Framework

G-Cloud 14

Service ID

954557274360344

Contact

Patrick Marren
07544102103
ukpublicsectorsales@ust.com

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: Intelligent Automation services
• Cloud deployment model:
  • Public cloud
  • Private cloud
  • Hybrid cloud
• Service constraints: There are no constraints. RPA can be used in every department/agency and across all service lines. The robots are ideally suited to anywhere where you have people manually transferring information through or between IT systems. There is a minimum set of hardware and software requirements required to install the technologies which differ between RPA vendors.
• System requirements:
  • CPU: 2 vCPU or higher
  • RAM: 8 GB or higher
  • Operating System: Windows 10 or Above

User support

• Email or online ticketing support: Email or online ticketing
• Support response times: Response times for incidents are prioritized as follows: critical issues are addressed within 15 minutes, high-priority issues within 30 minutes, and medium to low-priority issues within 1 hour.
• 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: Support will be provided according to incident priority, with Critical incidents receiving a response within 15 minutes and a resolution or workaround within 2 hours. For High incidents, the response time is 30 minutes, with a resolution or workaround expected within one working day. Medium incidents will receive a response within 1 hour, with a resolution or workaround within 10 working days. For Low incidents, a response will be provided within 1 hour, and the L3 team will handle the permanent fix.
• Support available to third parties: No

Onboarding and offboarding

• Getting started: Our consultants can provide guidance on how to identify automation requirements and then take up the implementation of automation. We can also offer training as per customer requirement.
• Service documentation: Yes
• Documentation formats:
  • HTML
  • PDF
• End-of-contract data extraction: The platform does not store any customers' data, it remains on the customers' on-premises systems or cloud operations.
• End-of-contract process: The license is provided based on the annual contract and cost. If the contract is not extended, the software will automatically stop working; Any specific data which needs to be exported can be agreed upon mutually and can be exported before contract ends.

Using the service

• Web browser interface: Yes
• Supported browsers:
  • Internet Explorer 11
  • Microsoft Edge
  • Firefox
  • Chrome
  • Safari
  • Opera
• Application to install: Yes
• Compatible operating systems:
  • Linux or Unix
  • MacOS
  • Windows
• Designed for use on mobile devices: Yes
• Differences between the mobile and desktop service: No difference.
• Service interface: Yes
• User support accessibility: None or don’t know
• Description of service interface: The robots are managed using the RPA Studio or Control Rooms.
• Accessibility standards: WCAG 2.1 AA or EN 301 549
• Accessibility testing: N/A
• API: Yes
• What users can and can't do using the API: Several open APIs are available.
• API documentation: Yes
• API documentation formats: Open API (also known as Swagger)
• API sandbox or test environment: Yes
• Customisation available: Yes
• Description of customisation: Robotic Process Automation implementations will be unique for each customer's need. We are open for any customer specific automation requirements.

Scaling

• Independence of resources: The RPA platforms like UiPath and Automation Anywhere can support hundreds of users and thousands of robots simultaneously. The platform can be provided as SaaS or hosted on the customer cloud or on-premises infrastructure. The UiPath/ Automation Anywhere Cloud platform has been designed with scaling in mind. Excess capacity has been planned according to expected customer demand. This is continuously monitored, and capacity adjusted accordingly.

Analytics

• Service usage metrics: Yes
• Metrics types: Utilization of machines by each process, process execution time, customized metrics as per customer requirement"
• Reporting types: Reports on request

Resellers

• Supplier type: Reseller providing extra support
• Organisation whose services are being resold: UiPath, Automation Anywhere, Blue Prism

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
• User control over data storage and processing locations: No
• Datacentre security standards: Managed by a third party
• Penetration testing frequency: Less than once a year
• Penetration testing approach: Another external penetration testing organisation
• Protecting data at rest: Physical access control, complying with another standard
• 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: Usually data is not stored in RPA environment and will remain in customer's on-premises systems or cloud systems. Any specific data which needs to be exported can be agreed upon mutually and can be exported.
• Data export formats: Other
• Other data export formats: MS Excel
• Data import formats: Other
• Other data import formats:
  • MS Excel
  • JSON

Data-in-transit protection

• Data protection between buyer and supplier networks: TLS (version 1.2 or above)
• Data protection within supplier network:
  • TLS (version 1.2 or above)
  • Other
• Other protection within supplier network: VPN

Availability and resilience

• Guaranteed availability: RPA bot machine (Eg:- UiPath/ Automation Anywhere) availability is dependent on the customer provided infrastructure. The RPA platforms in SaaS (Eg;-UiPath/ Automation Anywhere platforms) are operational 24/7/365.
• Approach to resilience: RPA bot machine (Eg:- UiPath/ Automation Anywhere) availability is dependent on the customer provided infrastructure. The RPA platforms in SaaS (Eg;-UiPath/ Automation Anywhere platforms) are operational 24/7/365.
• Outage reporting: The RPA platform will report any service outages through dashboard, API, mobile, text, or email.

Identity and authentication

• User authentication needed: Yes
• User authentication: Username or password
• Access restrictions in management interfaces and support channels: We use dedicated system accounts for management interfaces and support channels.
• 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: Between 1 month and 6 months
• Access to supplier activity audit information: Users contact the support team to get audit information
• How long supplier audit data is stored for: Between 1 month and 6 months
• How long system logs are stored for: Between 1 month and 6 months

Standards and certifications

• ISO/IEC 27001 certification: Yes
• Who accredited the ISO/IEC 27001: Intertek
• ISO/IEC 27001 accreditation date: Initial certification date – 5 December 2017. Latest certification date – 25 September 2023
• What the ISO/IEC 27001 doesn’t cover: The certification includes application development, application management, infrastructure management services, engineering services, business process, outsourcing services, support functions such as human resources, finance, workplace management, sales & marketing, information services, information security management system, covering on-premises and cloud environments within UST.
• ISO 28000:2007 certification: No
• CSA STAR certification: No
• PCI certification: No
• Cyber essentials: Yes
• Cyber essentials plus: Yes
• Other security certifications: Yes
• Any other security certifications:
  • ISO 22301
  • SOC-1 Type I
  • SOC-1 Type II

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: UST follows a pre-defined escalation and reporting approach for information security. Further details will be made available upon request.

Operational security

• Configuration and change management standard: Supplier-defined controls
• Configuration and change management approach: All changes are followed through a change management process which are discussed and mutually agreed with the customer.
• Vulnerability management type: Supplier-defined controls
• Vulnerability management approach: Vulnerabilities are identified through monitoring. Corrective and preventive actions are taken to address these vulnerabilities in consultation with the customer.
• Protective monitoring type: Supplier-defined controls
• Protective monitoring approach: Vulnerabilities are identified through monitoring. Corrective and preventive actions are taken to address these vulnerabilities in consultation with the customer.
• Incident management type: Supplier-defined controls
• Incident management approach: Incidents are tracked and managed by the production support team. Whenever an incident is identified, it will be reported through the Incident management system (Eg:- Service Now) and tracked to closure.

Secure development

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

Public sector networks

• Connection to public sector networks: No

Social Value

• Social Value:

  Social Value

  • Tackling economic inequality
  • Equal opportunity
  • Wellbeing

  Tackling economic inequality

  UST engages in numerous initiatives for tackling economic inequality, these include: ; •Working with local Combined Authorities and training providers to build training courses (focussed on digital skills) for economically disadvantaged citizens. ; •People who engage in these courses can then be hired by UST into full-time roles and begin their career in technology. ; •UST support closing skills gaps in key technology areas e.g. UST have developed a mobile application to support the development of skills in Artificial Intelligence for 3 key user profiles – those looking to start a career in AI, those looking to move into an AI role, and citizens who are interested in AI.; •UST are keen to support local SME’s and can agree with a buyer as to how many local SME’s will be utilised in an engagement. ; •UST invest significant sums into innovation aimed at delivering more productivity at lower cost e.g. we have developed our own Generative AI Testing platform.

  Equal opportunity

  UST engages in numerous initiatives for promoting equal opportunities, these include: ; •Working TechSheCan to enable great access to women within the world of tech careers. UST also invested in building the training platform for TechSheCan.; •UST work with numerous partners to support veterans who want to start a carer in Tech once they have left the military.; •UST are an equal opportunities employer and do not discriminate on the basis of age, sex, gender, disability, or religion. We can share our policies and process for this to support discussions. ; •UST have published a detailed Modern Slavery statement and have processes in place to support this. More details can be found at: https://www.ust.com/content/dam/ust/documents/modern-slavery-statement-2022.pdf; •UST works with local skills development partners to support the development of tech skills amongst numerous societal groups.

  Wellbeing

  •UST have developed a Digital Inclusion Community App to support the development of essential digital skills amongst digital excluded people. This enables citizens to be able to use digital services, from both Public and Private organisations, driving a more integrated digital community.

Pricing

• Price: £500.00 a unit a day
• Discount for educational organisations: Yes
• Free trial available: Yes
• Description of free trial: Trial versions of the RPA platform is available for evaluation or conducting POCs.

Service documents

• Pricing document

  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 ukpublicsectorsales@ust.com. Tell them what format you need. It will help if you say what assistive technology you use.