ROL SOLUTIONS LTD

GovMetric Octavia - AI complaints and governance co-pilot for any case management system

Octavia is an AI-powered co-pilot that works alongside the organisation's existing case management system to support efficient, compliant complaints handling. It helps prevent unnecessary complaints, interpret unstructured correspondence, triage cases, draft regulator-compliant responses and surface insight for service improvement, with configurable automation, full auditability and human oversight throughout.

Features

• Interprets unstructured complaints and correspondence at scale
• Detects service requests, appeals and out-of-scope issues
• Prevents unnecessary complaints through real-time deflection
• AI-assisted classification and triage with human oversight
• Generates concise case summaries for faster handling
• Drafts regulator-compliant acknowledgements and responses
• Applies configurable complaint definition and rules
• Surfaces themes, patterns and emerging complaint risks
• Natural language querying across complaint narratives
• Integrates with existing case management systems via APIs

Benefits

• Reduce manual effort handling unstructured complaint demand
• Prevent unnecessary complaints entering formal workflows
• Speed up triage and case preparation
• Improve response quality and regulatory compliance
• Increase capacity without additional staffing
• Improve consistency across complaint handling
• Strengthen auditability and governance assurance
• Gain deeper insight from complaint narratives
• Support service improvement through earlier risk detection
• Maintain human control over AI-assisted decisions and actions

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 nic.streatfeild@govmetric.com. Tell them what format you need. It will help if you say what assistive technology you use.

Framework

G-Cloud 15

Service ID

987398751789968

Contact

Nic Streatfeild
07973 730 005
nic.streatfeild@govmetric.com

About your service

• Service categories:

  Applications

  Customer relationship management

  • Customer service
• Multi cloud support: No

Service scope

• Software add-on or extension: Yes
• What software services is the service an extension to: Public sector case management systems
• Cloud deployment model: Public cloud
• Service constraints: Availability of individual features may vary depending on the integration capabilities of the existing case management system.
• System requirements: Latest version of widely adopted browsers

User support

• Email or online ticketing support: Yes
• Support response times: Within 24 hours, Monday to Friday
• User can manage status and priority of support tickets: No
• Phone support: Yes
• Phone support availability: 9 to 5 (UK time), Monday to Friday
• Web chat support: No
• Onsite support: No
• Support levels: Online and telephone support during UK business hours.
• Support available to third parties: Yes

Onboarding and offboarding

• Getting started: Typical onboarding is 4–12 weeks, depending on the complexity of integrations and the scope of AI configuration.; A named Implementation Manager works with your team to configure Octavia to your organisation’s policies, processes and systems, focusing on:; Integration with existing case management systems and inbound channels | ; Configuration of AI rules and behaviours, including deflection, triage and automation | ; Setup of organisational templates | ; Configuration of policies, safeguards and human-in-the-loop controls | ; User access, permissions and security | ; Testing, training and go-live readiness
• Service documentation: Yes
• Documentation formats:
  • HTML
  • PDF
• End-of-contract data extraction: At the end of the contract, the extract function can be used to download data in CSV format for up to 30 days after the contract termination. Should additional assistance be required, this is provided by us at no additional charge.
• End-of-contract process: There is no charge made for offboarding. At the end of the contract, citizen-facing forms will be removed, user access will be restricted and data will be deleted in accordance with the Service Level Agreement.
• Documentation accessibility standard: WCAG 2.2 AA

Using the service

• Web browser interface: Yes
• Supported browsers:
  • Microsoft Edge
  • Firefox
  • Chrome
  • Opera
• Application to install: No
• Designed for use on mobile devices: Yes
• Differences between the mobile and desktop service: The citizen-facing interface is built following responsive design principles to ensure that pages render in a way that is suitable for the device. While different device types may display the systems differently, the functionally they provide will be equivalent.
• Service interface: Yes
• User support accessibility: WCAG 2.2 AA
• Description of service interface: The citizen-facing interface enables citizens to raise new cases.; ; The organisation interface enables users to manage cases.
• Accessibility standards: WCAG 2.2 AA
• Accessibility testing: The citizen interface has been tested using a combination of automatic tools and manual expert verification. We work closely with leading accessibility consultants to ensure that all citizens have the same level of access to the system.
• API: No
• Customisation available: Yes
• Description of customisation: The following features are customisable by users:; Complaint definition and handling rules – enables organisation-specific definitions of valid complaints, service requests, appeals and out-of-scope issues | AI-assisted triage and classification – allows configuration of which case types use AI-assisted triage, classification and summarisation, including confidence thresholds and human review requirements | Response drafting templates – allows approved acknowledgement and response templates to be defined, aligned to organisational policies, codes and tone, with required fields per case type | Automation controls and safeguards – enables configuration of where automation is permitted, which actions require human approval, and how AI assistance is applied by case type or service area

Scaling

• Independence of resources: All incoming traffic to our systems is load-balanced. The architecture is based on a serverless platform. System utilisation resources are constantly monitored and adjusted to needs.

Analytics

• Service usage metrics: Yes
• Metrics types: Service metrics and reporting are available via user reports and through the API.
• Reporting types:
  • API access
  • Real-time dashboards
  • Regular reports
  • Reports on request
• Resource tagging: No
• FOCUS resource tagging: No

Resellers

• Supplier type: Not a reseller

Staff security

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

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: At least once a year
• Penetration testing approach: ‘IT Health Check’ performed by a CREST-approved service provider
• Protecting data at rest:
  • Physical access control, complying with CSA CCM v4.0
  • Physical access control, complying with SSAE-18 / ISAE 3402
  • Encryption of all physical media
• Data sanitisation process: Yes
• Equipment disposal approach: A third-party destruction service
• Data sanitisation type:
  • Deleted data can’t be directly accessed / Cryptographic Erasure
  • Data Erasure
  • Explicit overwriting of storage before reallocation / Secure Erase

Data importing and exporting

• Data export approach: All customer data can be exported via API or CSV extract.
• Data export formats:
  • CSV
  • Other
• Other data export formats: JSON
• Data import formats:
  • CSV
  • Other
• Other data import formats:
  • PDF
  • Word
  • JPEG
  • PNG
  • Video

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)

Availability and resilience

• Guaranteed availability: Reasonable endeavours will be made to ensure the platform is available for access to meet an annual average uptime target of at least 99.9% (outside of maintenance windows). Our comprehensive SLA is available on request.
• Approach to resilience: Our platform utilises serverless technology which is hosted on public cloud. Further information is available on request.
• Outage reporting: Service outage reports are communicated by our service desk via email and telephone as appropriate.

Identity and authentication

• User authentication needed: Yes
• User authentication:
  • Multi-Factor Authentication (MFA)
  • 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: There are named contacts for all customers who are authorised to contact and arrange service changes.
• Access restriction testing frequency: At least every 6 months
• Management access authentication:
  • Multi-Factor Authentication (MFA)
  • Public key authentication (including by TLS client certificate)
  • Identity federation with existing provider (for example Google Apps)

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: At least 12 months
• Access to supplier activity audit information: Users contact the support team to get audit information
• How long supplier audit data is stored for: At least 12 months
• How long system logs are stored for: Between 6 months and 12 months

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: The company is accredited under ISO27001. The company's Chief Technology Officer directly oversees the ISMS through regular operations meetings.
• Software Security Code of Practice: Yes

Operational security

• Configuration and change management standard: Supplier-defined controls
• Configuration and change management approach: The Change Control process is designed to capture and manage the various requests for changes, upgrades and development of the Service Platform. Customer requests for changes and updates will be reviewed by the company via an issue management system. Any agreed changes then go through a process of configuration, testing and security review prior to being deployed to the live environment. Each stage of this process is subject to approval by internal stakeholders.
• Vulnerability management type: Supplier-defined controls
• Vulnerability management approach: The system is built on a multi-layered approach on AWS. AWS GuardDuty provides malware protection with automated scanning of S3 uploads, quarantining infected files for 30-day retention before deletion. AWS WAF protects web traffic using managed rule sets for common vulnerabilities, known bad inputs, and IP reputation filtering, plus rate limiting at 2,000 requests per 5 minutes. All S3 buckets use AES-256 encryption with public access blocked. Lambda functions run in private VPC subnets with least-privilege IAM policies. File uploads undergo server-side validation blocking dangerous file types before GuardDuty scanning, ensuring defence-in-depth across the infrastructure.
• Protective monitoring type: Supplier-defined controls
• Protective monitoring approach: The system uses CloudWatch for centralized logging with 30-day retention for all Lambda functions. CloudWatch Alarms monitor RDS CPU utilization and storage, triggering SNS email notifications to alert administrators. GuardDuty publishes security findings every 15 minutes, with EventBridge routing malware scan results to Lambda for automated quarantine and database updates. Application audit logging captures all user actions, document operations, and policy changes to MySQL with IP address and user agent tracking. Rate limiting monitors for suspicious activity. All logs, backups, and quarantined files follow a 30-day retention policy, ensuring comprehensive security event tracking and timely incident response.
• Incident management type: Supplier-defined controls
• Incident management approach: Our processes are inline with the NCSC 10 Steps to Cyber Security / Incident Management to ensure that all incidents are raised, managed, resolved and reviewed in a timely manner. The key steps are: Identify, Protect, Detect, Response & Recover. Customer-originating incidents should be reported to the service desk. The incident will then be managed according to the above. Whether customer- or internally-generated, the service desk will share an incident report with nominated contacts at affected customers, detailing the level and scope of the attack, the mitigation and recovery.
• Post-quantum cryptography secure: No

Secure development

• Approach to secure software development best practice: Independent review of processes (for example CESG CPA Build Standard, ISO/IEC 27034, ISO/IEC 27001 or CSA CCM v4.0)

Public sector networks

• Connection to public sector networks: No

Pricing

• Discount for educational organisations: No
• Free trial available: No

Discount percentage by annual call-off contract value (excluding VAT)

• Less than £250,000: 0%
• Between £250,000 and £500,000: 0%
• Between £500,001 and £1,000,000: 0%
• Between £1,000,001 and £2,500,000: 0%
• Between £2,500,001 and £5,000,000: 0%
• Over £5,000,001: 0%

Non-mandatory Standards and certifications

• ISO/IEC 27001 certification: Yes
• Who accredited the ISO/IEC 27001: Citation
• ISO/IEC 27001 accreditation date: Wednesday 30 October 2024
• What the ISO/IEC 27001 doesn’t cover: N/a
• ISO 28000:2022 certification: No
• ISO 9001 certification: No
• Quality management systems (QMS): Yes
• CSA STAR certification: No
• PCI certification: No
• Cyber essentials: Yes
• Please provide your Cyber Essentials Certificate Number: 0f9461e7-0792-41f6-93f7-d6841c8806ae
• Cyber essentials plus: Yes
• Please provide your Cyber Essentials Plus Certificate Number: 6a5a9c16-8d39-40ac-84ea-f8c52861ee25
• Other security certifications: No

Social value

• Section B - Commitment for Future: Delivery:

  • Mission: Make Britain a clean energy superpower: To cut bills, create jobs and deliver security with cheaper, zero-carbon electricity by 2030, accelerating to net zero

    Policy Outcome 4: Sustainable procurement practices: Reducing carbon footprints, minimising waste, and promoting the use of clean energy and green technologies.

    • Understanding of how to influence staff, suppliers, customers, communities and/or any other appropriate stakeholders through the delivery of the contract to support climate and nature protection and improvement

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 nic.streatfeild@govmetric.com. Tell them what format you need. It will help if you say what assistive technology you use.