G Cloud 4 Service Definition Document: CDG Common Digital Platform

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1 G Cloud 4 Service Definition Document: CDG Common Digital Platform

2 Table of Contents 1.0 Document Introduction Service Definition: CDG Common Digital Platform Benefits of the Common Digital Platform Common Digital Platform Outcomes Common Digital Platform Options Information Assurance Details of the level of Backup/Restore and Disaster Recovery On- boarding and Off Boarding Pricing Pricing for CDP Integration, Insight and Exploit Pricing for CDG CDP Runtime Service Management Details Service Constraints Service Levels Financial Recompense Training Ordering and Invoicing Process Termination Terms Termination by the Customer: Termination Terms by the Supplier: Data Restoration/Service Migration Consumer Responsibilities Technical Requirements Trial Service About CDG

3 1.0 Document Introduction This document provides you with the service definition to help you understand the Common Digital Platform and its associated outcomes and benefits. For further information of any information contained within this document please g- 2.0 Service Definition: CDG Common Digital Platform The Common Digital Platform from CDG is a revolutionary Platform- as- a- Service (PaaS) initiative, which offers large organisations a quicker and easier path to digital transformation. In short, it simplifies the creation of next generation digital services while extracting all the great value held in existing data and technology resources. Think of it as an agile service layer that builds a bridge between old and new. It comprises and integrated system of open- source and open standard software components that help large and complex organisations to rapidly launch and integrate a comprehensive digital services capability. The Common Digital Platform provides the capability to: Exploit market opportunities through the rapid and agile provision of future proofed multi- channel digital services Integrate in to heritage systems enabling existing assets to realise their value in the digital world. Support Greater and faster business insight and analysis through Total View of Business (TVOB) Eliminate data silos and data fragmentation Deliver breadth of functionality, choice and affordability through enterprise class open source software components Harness cloud scale technologies and processes as a service meeting critical demand peaks. 2.1 Benefits of the Common Digital Platform The Common Digital Platform (CDP) provides the following benefits to government organisations that need to rapidly develop a flexible and effective digital capability: Common, shared and reusable services (cost and complexity reduction) Consistent user experience across multiple market channels and services Flexible digital service scalability to meet sudden demand peaks Future proofed open source and open standards means no proprietary system lock in Service risk reduction and business continuity through almost instant stand up of a duplicate digital service instance Ease of integration to existing heritage systems Commercial value attributable to shared and re- usable services and use of proven open- source software wherever possible. 3

4 2.2 Common Digital Platform Outcomes Develop a service- based digital platform - quickly, easily and cost effectively. The CDP will enable any government department to embrace new and emerging technologies, while making the most of and complementing the existing legacy infrastructure in use today. As a result, customer- facing digital services will be developed and deployed faster. Costs will be reduced and value enhanced because the CDP embraces an extensive ecosystem open source and open standards software components to deliver much of the required functionality. And components have 're- usability' built in which enhances value through shared components. The CDP provides: A centralised and modular digital service platform that integrates with government department s existing technology infrastructure The ability to launch digital customer services quickly with no system redevelopment. A best- in- class digital marketing and analytics platform that can scale horizontally and vertically. Incorporate a number of pre- defined software components to accelerate the development and delivery of comprehensive digital customer services: Data matching and cleansing Multichannel customer service Built in analytics for customer data analysis Single View of Customer Mobile integration Digital content management Electronic data capture Enhance business capability and efficiency: Improve customer engagement simplify how you create new service applications across all customer channels and gain a deeper, quicker understanding of customer behaviour. Extract value from existing data resources create a dynamic way to maximise legacy investments while creating a new digital- driven IT operation. Reduce costs support consolidation of IT service requirements and cost transparency initiatives. Services can be apportionable to consumers/users of the platform. Benefit from speed, scalability and high availability the platform is capable of dynamically supporting high levels of demand, data volumes and availability as and when required by your business. 2.3 Common Digital Platform Options CDP Runtime Provides the customer with an initial entry- level PaaS capability to enable application development, management and operational management capabilities supported 4

5 with CPU, memory and storage resources and relevant operating system. In addition, CDP Runtimes provides the opportunity to demonstrate working business functionality. The CDP Runtime package includes: Cloud s Virtual resources (Memory, CPU, Storage, Networks, etc.), base IaaS services needed by the CDP PaaS; It comes with Management services for the resource s It is delivered alternatively as a CDG provided Cloud hosting service or a CDG architectural and configuration service for Client hosted cloud service, in this case will be provided the needed Technology Office services to support the CDP Runtime implementation An easy plug & serve framework to rapidly build and deploy own business services CDP Runtime PaaS Configuration: CDP Runtime Description vcpu RAM Std. Storage Fast Storage Backup Storage Network QoS Network Ports Firewall Appliance Internet Node - Node data transfer Data Extraction VPN Backup Management Change Backup license PaaS PaaS Mgt. Infrastructure Qty. Unit 1 Per vcpu 1 Per GB Per GB 1 committed Per GB 1 committed Per GB 1 committed 1 Per Mps 1 Per VLAN 1 Per Appliance 1 Per GB data Per GB data Per GB data per month per server per change/hour per server per CDP instance NB: Reserved resources can be provided upon request and are subject to additional charges CDP Integration Provides the customer with the specific capability to enable the integration of legacy environments to future digital platforms. In addition, CDP Integration allows for 5

6 utilisation of internal and external data resources. Can provide database messaging and orchestration across the platform. The CDP Integration package provides the capability to run: Event based Service Oriented Platform with enterprise messaging and a- sync based interaction Business Services Framework (Consumer / Producer) Choreography / Orchestration Layer and management Data management and Heritage (Legacy) applications Integration Single View of Customer concept Application Monitoring and management CDP Integration PaaS Configuration: CDP Integration Infrastructure Management PaaS Description vcpu RAM Std. Storage Fast Storage Backup Storage Network QoS Network Ports Firewall Appliance Internet Node - Node data transfer Data Extraction VPN Backup Change Backup license PaaS Mgt. Bronze Silver Gold N.B. CDP Integration requires CDP Run- time package to provide full service capability CDP Insight Provides the customer the architecture to analyse business data and events, to underpin Total View of Business (TVoB) and capabilities. Provides the ability to augment internal and external data feeds to enhance business insight and effective decision- making. 6

7 The CDP Insight package provides the capability to run: Data Analytics and Data Intelligent Integration Total View of Business and Single View of Customer Advanced Analytics and Business Intelligence / Data Warehouse capabilities CDP Insight PaaS Configuration: CDP Insight Infrastructure Management PaaS Description vcpu RAM Std. Storage Fast Storage Backup Storage Network QoS Network Ports Firewall Appliance Internet Node - Node data transfer Data Extraction VPN Backup Change Backup license PaaS Mgt. Bronze Silver Gold N.B. CDP Insight requires CDP Integration package to provide full service capability CDP Exploit Provides the customer with the specific capability to develop and launch digital customer propositions. Allows for the sharing of common business services across multiple channels and multiple customer interaction scenarios (web, , mobile, contact centre etc.) The CDP Exploit package provides the capability to run: Total Customer Experience through Multichannel access Rich Web client UI Multi- device access integration E- Commerce Engine integration N.B. CDP Exploit requires CDP Integration or CDP Insight package to provide full service capability. 7

8 CDP Exploit PaaS Configuration: CDP Exploit Infrastructure Management PaaS Description vcpu RAM Std. Storage Fast Storage Backup Storage Network QoS Network Ports Firewall Appliance Internet Node - Node data transfer Data Extraction VPN Backup Change Backup license PaaS Mgt. Bronze Silver Gold Information Assurance CDG partners with established datacentre service providers including Skyscape, Carrenza and Rackspace to ensure cloud services are compliant for IL0, IL1, IL2 and IL3 data. All service provider partner datacentres are highly resilient Tier3 and UK sovereign. 4.0 Details of the level of Backup/Restore and Disaster Recovery The CDP platform is designed to be resilient by removing any single points of failure. CDG uses industry leading Backup and DR technologies to ensure data is protected. In addition, CDG s preferred service provider partners will provide Backup and Restore services. Please refer to CDG s GCloud SLA Framework in supporting documentation. 5.0 On- boarding and Off Boarding Once the customer selects the preferred CDP service, the Client s assigned Administrator will receive a URL, Username and Password. The Administrator will then be able to set additional access polices for other users or simply upload the service and begin using. 8

9 5.1 Client On- Boarding Responsibilities: Service selection and confirmation Provision of a single point of contact/product owner Agree service access architecture Procurement process completed Agree platform environment e.g. Test and Development, Pre- production, Production 5.2 CDG On- Boarding Responsibilities: Provision to the customer of CDP Username and Password Customer access to CDP through provision of URL 5.3 Client Off- Boarding Responsibilities: Should the Customer wish to off- board any CDP services, the following responsibilities will be assumed both the Customer and CDG. Customer to contact CDG account representative Minimum 30 day notice period to terminate and off- board from CDP service Recover and migrate all customer- specific data from CDP service 5.4 CDG Off Boarding Responsibilities: Review Customer request and plan/schedule/initiate the change request subject to validation and approval Removal of all customer data (CDG may make an additional charge for transferring data out of the service) De- commission of the CDP environments 9

10 6.0 Pricing 6.1 Pricing for CDP Integration, Insight and Exploit Bronze Cost/Day Silver Cost/Day ex ex VAT VAT CDP Integration CDP Insight CDP Exploit Gold Cost/Day ex VAT Infrastructure Platform Management Total Infrastructure Platform Management Total Infrastructure Platform Management Total Pricing for CDG CDP Runtime Description Infrastructure vcpu RAM Std. Storage Fast Storage Backup Storage Network QoS Network Ports Firewall Appliance Internet Node - Node data transfer Data Extraction VPN Management Backup Change Backup licence PaaS Mgt. PaaS Unit Per vcpu Per GB Per GB committed Per GB committed Per GB committed Per Mps Per VLAN Per Appliance Per GB data Per GB data Per GB data per month per server per change/hour per server per CDP instance Cost/Day ex. VAT

11 7.0 Service Management Details For software required to run CDP services, CDG s preferred service provider partners, Carrenza, Skyscape or Rackspace, will mandate the service. Please refer to their corresponding G- Cloud service descriptions for more information on Service Management. 8.0 Service Constraints For software required to run CDP services, CDG s preferred service provider partners Carrenza, Skyscape or Rackspace, will mandate the service. Please refer to their corresponding service descriptions for more information on Service Constraints. 9.0 Service Levels For software required to run CDP services, CDG s preferred service provider partners Carrenza, Skyscape or Rackspace will mandate the service. Please refer to their corresponding G- Cloud service descriptions for more information on available Service Levels. Please refer to CDG GCloud Service Level framework in supporting documentation Financial Recompense If the service level falls below the stated availability percentage (excluding Planned and Emergency maintenance periods), the customer may be eligible for service credits. Service credits will be calculated as a percentage of the fees for the monthly billing period during which the failure occurred (to be applied at the end of the billing cycle) Training Training can be provided through CDG Technology Office Services (please refer to CDG Technology Office in GCloud 4 Lot 4 SCS) Ordering and Invoicing Process CDG will invoice the customer on a monthly basis for service consumption. Payment should be made to CDG via Purchase Order detailing a CDG quotation and Statement of Work reference numbers Termination Terms 13.1 Termination by the Customer: The minimum period for the provision of the CDP service is one year. Following this period, the customer can terminate the service subject to one month s notice. There is no termination cost for the Technology Office service but CDG may request an additional charge for transferring data out of the service Termination Terms by the Supplier: CDG reserves the right to terminate an active service if one or more of the following conditions apply: The customer does not pay for the service provision at agreed rates and charges 11

12 Force majeure Insolvency Material Breach 14.0 Data Restoration/Service Migration For service migration, CDG allows existing data to be migrated to and from the platform Consumer Responsibilities The Customer must define the control and management of access and responsibilities for end users. Customers must be aware of the variable nature of the billing that is 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 within the CDP environment and that they comply with stated operating procedures (SyOps) and other information assurance requirements Technical Requirements Please refer to 4.0. Further technical requirements may be discussed with the Customer before CDP implementation Trial Service CDG offers an open and transparent view of the CDP, and subject to commercial confidentialities, is happy to demonstrate CDP features and capabilities About CDG CDG is a digital services integrator. We use the latest technical innovation to help our customers drive business change. By applying new thinking to complex application and data delivery issues, we re helping market leading organisations to solve business and technology challenges faster - and at significantly less cost. We offer an extended portfolio of services to support the effective implementation and use of innovative technology including business & technology strategy development, agile software development, proof of value and programme management. CDG has strong partnerships with a number of leading commercial and open- source software providers including Microsoft, VMware, Pivotal, Red Hat, Atlassian, Basho, Apache Software Foundation, Neo4J, Hazelcast and BOSH. Our Service Provider partnerships include Pivotal CloudFoundry, Carrenza, Skyscape and Rackspace. With a strong heritage of working in both public and private sectors, CDG is well represented across the UK government CIO council with engagements in Cabinet Office, DWP, HMRC and Post Office. In the private sector we have a strong presence in both Finance and Telecommunication industries. Our clients include Aviva, Telefonica, Colt and Vodafone. 12

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