Service Description. Communications Data WorkFlow Management Software from Cyclops Cloud. Product Overview

Transcription

1 Service Description Communications Data WorkFlow Management Software from Cyclops Cloud Product Overview Cyclops Cloud Communications Data WorkFlow Management Software provides a comprehensive Cloud based toolset for Police and Law Enforcement organisations offering a complete management software of a Communication Data Management WORKFLOW system which is RIPA Compliant, IOCCO approved, with multiple working sites utilising RDHI and the National RDHI portal. The Solution supports all RIPA, Out of Hours, Urgent Verbal, Consequential Subscriber and Non RIPA (DPA) WorkFlows with functionality for Renewals, Cancellations, MG11 Statement generation and Error recording. The solution can be enabled for Regional, National or Force usage and offers integrated Record and Document Management with multiple controlled access levels including by Application, by Policing Operation, by Security Silo (eg PSD), by Application Record, Subscriber Record etc. Overview of the available solution: Provision of Live Solution User Licences for Software And End Details Available and Included. Prices are detailed in the Pricing Schedule. Software Customisation & Configuration Software deployment & Installation, Data Migration (Back Record Conversion) Available and Included. Prices are detailed in the Pricing Schedule (up to four person days included). Subsequent required days are charged at the Company Daily Rate.) Available and Included. Prices are detailed in the Pricing Schedule (up to four person days for Deployment/Installation are included. Subsequent required days are charged at the Company Daily Rate.). Data Migration and other or subsequent required days are charged at the Company Daily Rate. Provision of Test / Training Solution User Training Software Support and Maintenance including User and Technical Support, Software Version Upgrades and patches. Managed Service of the operation of the Cyclops Application on the IAAS provider Cloud Infrastructure Available. Prices are detailed in the Pricing Schedule. Available. Prices are detailed in the Pricing Schedule. Available and Included. Monthly/Annual Prices are detailed in the Pricing Schedule. Available and Included. Monthly/Annual Prices are detailed in the Pricing Schedule. Document: CycComms Service Description Page 1 of 8

2 Underlying IAAS Available and Included. Prices are detailed in the IAAS provider Service Descriptions. The IAAS Provider will be selected to suit the Customer s requirements. Product Features Cyclops Cloud Communications Data WorkFlow Management Software provides a comprehensive Cloud based toolset for Police and Law Enforcement organisations offering a complete management software of a Communication Data Management WORKFLOW system which is RIPA Compliant, IOCCO approved, with multiple working sites utilising RDHI and the National RDHI portal. The Solution supports all RIPA, Out of Hours, Urgent Verbal, Consequential Subscriber and Non RIPA WorkFlows with functionality for Renewals, Cancellations, MG11 Statement generation and Error recording. The system is a completely Integrated Request and Case Management recording solution for telecoms applications with underlying WorkFlow, Document Management, Template Generation, with Data Integrations to external systems including Communications Services Providers and the Home Office National RDHI portal, Peace portal and Service Provider Look Up (formerly C-Cube). The system is proven to reduce bureaucracy and is paper free and optimises the RIPA and non RIPA business processes including improved efficiencies through the RDHI Portal and a seamless workflow. For the SPoC the system logically follows the RIPA and Non RIPA Business Process and is functionally rich with Automated Real-Time Checks within a powerful and flexible solution. For applicants and Designated Persons the paper free solution provides Intuitive Web Based Wizards which guide them step by step through the process and ensure minimal training is required. The system provides huge opportunities for intelligence gains relating to all subscriber data and it generates the National Data Returns and Performance Reporting with Search-ability of all system data. For the SPoC, the system provides a Submission, Recording, Authorisation and Management process for all information and activities relating to Telecoms Data Applications to CSP Telecoms Companies. The Solution provides for RIPA Telecoms Data Applications, Short RIPA, Out of Hours, Urgent Verbal and Non RIPA Application management. SPoC Officers use a management console (with an underlying and automated business process and Tasking) to view Applications, gain approvals from Designated Persons, submit and manage applications to Communications Service Providers (eg BT, 3G) and sanitise and return results to Applicants. In addition to a Messaging System, the solution is wholly underpinned with an automated business process tasking individual Users and User-Groups for processes and actions. Automatically generated as part of the process is all required template documentation, real-time notification of key data duplication, entries in the SPoC Log, determination of appropriate CSP using OFCOM data, Integral approval process for consequential Subscriber checks and built in alerts for both SPOC and Applicant (configurable by SPOC) for when an Authority is approaching expiry. The system Integrates to Telecommunications Companies, Home Office Peace Portal, Network Lookup and OFCOM and includes the ability to comprehensively manage related Policing Operations, Telecoms Industry CSP Contacts data and Subscriber Call Data within separated updatable databases. Functionality for Policing Operation access, grouping, costing and tracking is provided. For CSPs, provision is made to separately manage Telecoms Industry Contacts data including CSP contacts, tracking and monitoring of CSP costs data, Applications, and storage of CSP related documents such as invoices. A separate database of Document: CycComms Service Description Page 2 of 8

3 Subscriber, Call Data and Identified Call Data is continually updated through manual and automated updates. RDHI Version 2 Interface functionality is seamlessly integrated into the solution in compliance with ETSI Guidelines. A semi-automated Data Import facility for non RDHI data is provided which standardises all non Standard Data from CSPs into an RDHI format for CSPs who currently do not use a Data Sharing format. The Subscriber InfoBase provides support for recording and management of Phone Examination Requests and the ability to upload data sets such as Officer contacts and BT Kiosk data sets. Access to the system is permission enabled down to an individual user, record or document level. The SPoC's system includes a full integrated Document Management System providing the ability to view and capture all related documents, s and all computer files including generated template documents, CSP results documents, scanned documents, files, images, responses. The Document Viewer is compliant with PD0008-Legal Evidential Admissibility and contains a range of relevant document related functions including ability to search, collate, copy, print, , export, copy, generate Case Files and redact (sanitise) documents. A full document Version History, auditing and traceable event log is provided from a Security perspective. Example Use Cases Example Use Cases for Cyclops Cloud Communications Data WorkFlow Management Software include: For Policing and Law Enforcement Agency Units where Regulation of Investigatory Power Act communications data Applications are processed, Where a truly fit for purpose and flexible Communications Data WorkFlow is required, Where a solution where Communications Data Subscriber and Call Data Intelligence-gain is required, Where migration to paperless working practices is required to minimise costs and maximise efficiencies. Technical Features Cyclops Cloud Communications Data WorkFlow Management Software provides: Comprehensive Record Management o SPoC Officers access a central Application Viewer for central Application Management, o Automatic generation of all SPoC Templates and Capture of all Related Documents, Files And s, o Summarised Service Details for SPoC At A Glance Updating, o SPoC Service Line Management of individual Elements of an Application o Provision of a SPoC Log for automated and manual entry of Key Events, o Simple Application Process for Communications Data Applicants, o Time Saving DP Approval or Refusal WorkFlow Process for SPoCs, o Provision of Comprehensive Search and Management Functionality for CD Applicants & DPs, o SPoC Management for All Subscriber and Call Data in separated access Subscriber InfoBase, o SPoC Management for all CSP Access, Cost and Contact Data, o SPoC Management for Policing Operations Data and Access Levels, o SPoC System Wide Document Management, o SPoC Data Management Facilities o Separate Database for Policing Operations, Communications Services Providers and Subscribers related to Applications providing ability to search and maintain separate data as required, Document: CycComms Service Description Page 3 of 8

4 Flexible Document Management o Comprehensive Document Management is provided for the SPoC role, and the Applicant too. o Capture of all Information Request Related Documents, Files And s, o Full Document Capture for all documents, files and s, o Document Management options of viewing, ing, exporting, searching, collating, printing etc, o Redaction Tools to redact and sanitise Documents for Disclosure, o Ability to generate and store all required templates, o Configurable Template generation, Activity related Tasking o Prompting of appropriate task generation, o Linking of tasking to related records and documents and activity related Tasking through business process automation of Workflow, Search ability o SPoC search ability of all and any system data and typed file content including entity data searching, o User permission enabled searching for applicants of all available system data, o SPoC Save-able Searches and Report generation, o Performance Monitoring and Generation of Official Statistics, o A range of export options for data and documents from the system, o Applicant specific search-ability which is permission enabled, Compliance o Legislative Compliance, o MoPI Management of Police Information compliance, o Life cycle management for record and document retention, review and deletion. System Security o Comprehensive and configurable user and user group Access Controls, o Full Audit Trailing, o A range of configurable security options, System Administration o Super User Configurable drop down box options, o Super User management of Users, User Groups and Access Control levels. Further Information About the Software Solution A Software Brochure is available as well as a fuller Software Functional Guide with software screen-prints (Solution Product Guide) which is available upon request to sales@gsaltd.com. Geoff Smith Associates also provide Webex and Live Demonstrations of software as required. An overview of the G-Cloud Service (functional, non-functional) Effective Cloud technology for organisations to deliver a flexible Communications Data WorkFlow management system rapidly and efficiently. Access to Communications Data WorkFlow Management software deployment via the Cloud for police forces and Law Enforcement organisations. Live service delivery of configured Communications Data WorkFlow and full Document Management system within the benefits of a subscription model. Document: CycComms Service Description Page 4 of 8

5 Information Assurance Impact Level (IL) at which the G-Cloud Service is accredited to hold and process information Suitable for IL2, IL3 and IL4 data. The provided costs cover a basic level of accreditation at IL3 but GSA recognise that the information assurance requirements of customers vary and that the circumstances of some customers will demand specialist CAPS approved encryption devices for support and other alternative requirements Where this is the case, GSA will agree a charge with the customer which provides consideration for the cost of devices, configurations and co-location within an IL3 Data Centre. GSA utilises IAAS providers with datacentres which are highly resilient Tier3 and UK sovereign. Geoff Smith Associates who are the providers of Cyclops Software independently hold ISO 9001, and accreditation and we hold Security Accreditation which can be provided upon request. Connectivity Available Connectivity via the internet or a government secure network (PSN, GSI, PNN, N3, etc.) is standard. Details of the level of backup/restore and disaster recovery that will be provided Both Backup/Restore and Disaster Recovery are features provided by the underlying Infrastructure as a Service offering as set out in the respective IAAS Provider Service Description. Disaster Recovery options can be selected and provided based upon the IAAS selected service level to suit the Customer Requirements. Consumers may construct a manual Disaster Recovery solution by selecting and deploying from the required IAAS provider options. On-boarding and Off-boarding processes/scope etc. A fast turn around On Boarding and Off Boarding Service can be provided as required. An organisation will need to engage with Geoff Smith Associates in definition of the customisable and configurable aspects of the software. Further and additional customisation services are available through the use of the specified Company Daily Rate. Pricing (including unit prices, volume discounts (if any), data extraction etc.) To price this solution, the Customer should refer to the Pricing Schedule Product / Service Options 1. Pre configured / off the shelf Cyclops Software Solution. 2. Further and /or Additional bespoke Configuration of Cyclops Software Solution. 3. Managed Service Charge option enabling Geoff Smith Associates to manage the operation of the Cyclops Application on the IAAS Cloud Provider Infrastructure. 4. Software Training Services are available to gain the optimum from the software usage. Document: CycComms Service Description Page 5 of 8

6 Service Management Details Software Support and Maintenance Software Support and Maintenance is offered by Geoff Smith Associates between the office hours of 8am to 6pm from Monday to Friday (excepting UK Public Holidays). GSA supports its customers with a wealth of knowledge, experience and resources to ensure the benefits of using Cyclops software are maximised. Support Services include: Cyclops Software Development Upgrades, new Software Releases, Patches and Fixes; ensuring the application solution remains current. An in-house Development and Testing Team undertake the planning, development and testing of the Cyclops web and windows software product range in line with a Software Development Road Map. The Company aims to provide two major software upgrades a year. All Cyclops versions back to Company Start-up in 1997 are supported and there are no plans to stop support for any Cyclops software. Solution specific Software Updating this takes many forms and depends on the system but includes updating of the solution in line with legislative, regulatory, code of practice, best practice and reporting requirements. Provision of immediate telephone system support. Provision of Cyclops user and technical guides and training resources, System Support: Customer Software system issues are recorded, tracked, actioned and managed on a Company wide Support Tracking System, ensuring GSA maintain agreed Support and Maintenance Service Levels. User Group Membership GSA promote and assist the set up and continuation of Cyclops User Groups for its product ranges which provides a direct link to GSA for customers, the sharing of expertise and continual feedback on software products and the identification of future product development requirements. Infrastructure Managed Service Geoff Smith Associates provides a Managed Service for managing the deployment and operation of the Cyclops Application including Server and Operating System management, Anti Virus and security, on behalf of the customer on the IAAS Cloud Provider Infrastructure. The service is offered between the office hours of 8am to 6pm from Monday to Friday (excepting UK Public Holidays). Service constraints (e.g. maintenance windows, level of customisation permitted, schedule for deprecation of functionality/features etc.) No service constraints exist, beyond the rich functionality that is provided within the Investigative Case Management application. Delivery of the IAAS is by a Cloud IAAS provider chosen by the Customer to suit the required Functional and Service Levels. Each IAAS provider will adhere to the terms of maintenance windows as specified in their Service Description for Planned Maintenance and Emergency Maintenance. Service Levels (e.g. performance, availability, support hours, severity definitions etc.) This service utilises the service levels of the underlying Cloud IAAS service provider. A Cloud IAAS Service Provider will need to be selected. The Service Provider s Service Description will detail performance attributes as required for either a Compute as a Service (Live Production) and/or Compute as a Service (Test & Development). Document: CycComms Service Description Page 6 of 8

7 Financial Recompense Model For Not Meeting Service Levels If the service level falls below the Cloud IAAS service provider s stated availability percentage, the Consumer will be eligible for Service Credits. Service Credits will be calculated as per the Service Descriptions for either a Compute as a Service (Live Production) and/or Compute as a Service (Test & Development). Software Training A range of user and administrator s training options are available for customers utilising the Cyclops Software Solution. Training is provided by the Training Department of Geoff Smith Associates Ltd. Ordering and invoicing process Billing for the service is monthly in arrears. Payment can be via Purchase Order and Direct Debit. Service Lead Time New customer organisations will typically be deployed within six weeks from receipt of Order. Shorter deployment times may be available and are prioritised upon request. A pre consultation with the customer and Geoff Smith Associates will be required to establish configurable options and requirements and controls. Existing Organisations have instant access to additional usage with no notice period required. Termination terms By consumers (i.e. consumption) By the Supplier (removal of G-Cloud Service) One Calendar month notice must be given of termination by the customer. There are no termination costs for this Service. Prior to termination and in accordance with the data extraction/removal criteria, Geoff Smith Associates will work with the customer to extract and transfer all required consumer data and system information. Geoff Smith Associates may agree an additional charge at the Company Daily Rate for the action of transferring consumer data out of the service. At the point of termination, all consumer data, accounts and access will be permanently deleted, and will not be able to be subsequently recovered or restored. Consumer Responsibilities Definition and supply of configuration options based on Cyclops off the shelf software solution. The control and management of access and responsibilities for end users including appropriate connectivity, security and accreditation if required. Where access is required over GSI or PSN, the consumer is responsible for adhering to the Code of Connection. Consumers must be aware of the variable nature of the billing based on usage. The consumer is also responsible for ensuring only appropriate data (e.g. IL0-IL2 or IL3) is stored and processed by applications on this environment and that they comply with the IAAS Cloud Provider Security Operating Procedures (and other information assurance requirements as specified. Document: CycComms Service Description Page 7 of 8

8 Technical requirements (service dependencies and detailed technical interfaces, e.g. client side requirements, bandwidth/latency requirements etc.) Integration to customer Active Directory is preferable. Provision of system access at the customer site will be required from time to time for system support and maintenance. Individual users will require connectivity to the IAAS Cloud Provider Platforms. Consumers will require appropriate network connectivity such as internet access (IL0-IL2) or accredited connectivity such as a government secure network (IL3) to the IAAS Cloud Provider Platforms. Connectivity via the internet, a government secure network (PSN, GSI) or private leased line is available but may incur additional charges if the hosting of CPE routers is required - see IAAS Cloud Provider Service Description and pricing options for more details. Where required, Consumers are responsible for procuring and managing appropriate devices or software to meet the requirement for data security over the various forms of connectivity. Dependent on the selected IAAS Cloud Provider, consumers have a number of options to choose from on how they access their environment dependant on their requirement. The below are guides to demonstrate what is possible but may require further engagement to explain further: IL0 2 Standard Internet connectivity over common protocols (HTTP, HTTPS, SSH, etc) o Non-standard ports considered via Service Request Secure commercial grade VPN o Self-managed Site-to-Site IPSEC VPN to the compute environment o Self-managed SSL VPN to the compute environment PSN - Assign part of the PSN IP allocation to services hosted by the IAAS Cloud Provider, Leased Line (CAS(T) compliant) or non-cas(t) using CPA/PEPAS overlay encryption IL3 Preferred connectivity is over a Government Secure Network such as GSI or PSN PSN/GSI - Assign part of the PSN/GSI IP allocation to services hosted by the IAAS Cloud Provider, PSN or CAS(T) Leased Line (IL3 over IL2) o CPA/PEPAS approved solution providing overlay encryption (e.g. Cisco ISR/ASR) IL0 (e.g. Internet or non CAS(T) circuit) to IL3 VPN o Site-to-Site VPN using CAPS approved solutions (e.g. Ultra AEP Xcryptor) o CPA assured solution where Foundation Grade assurance is appropriate (e.g. Cisco ISR/ASR) IL3 Leased Line (assured network connection). Details of any Trial Service Available A Trial Service may be available if required. Geoff Smith Associates may make an additional charge for the Trial Service provision. Document: CycComms Service Description Page 8 of 8