BAE SYSTEMS NETREVEAL ONDEMAND G-CLOUD SERVICE DEFINITION

Transcription

1 BAE SYSTEMS NETREVEAL ONDEMAND G-CLOUD SERVICE DEFINITION 11

2 Table of contents 1 Introduction Service Overview Government Counter Fraud Service Threat Intelligence Service Advanced Search and Analytics Service Transaction Monitoring Service Technical Requirements Connectivity Inbound Data Integration Customer User Interface Scalability Service Delivery Service Management Service Constraints Service Levels Information Assurance Backup/Restore and Disaster Recovery Data Restoration/Service Migration Trial Services On/Off-boarding Training Exit and Transition Management MI and Reporting Testing Incident Management Commercial Arrangements Pricing NetReveal OnDemand Terms and Conditions Ordering and Invoicing Process Customer Responsibilities Termination Terms Financial Recompense Model for Not Meeting Service Levels Supply Chain Integrated G-Cloud Service Delivery Applied Intelligence: Information Intelligence NetReveal OnDemand Service Page 1 of 13

3 1 Introduction BAE Systems NetReveal OnDemand is the SaaS (Software as a Service) implementation of the market leading Applied Intelligence NetReveal platform for the automated analysis of enterprise risk, fraud and compliance. The NetReveal platform has been deployed in over 120 customers globally, including some of the most demanding UK Government users, such as HMRC and the National Fraud Intelligence Bureau, as well as being deployed widely across the Financial Services industry. This has enabled Applied Intelligence to develop unparalleled insight into the most effective and efficient methods for delivering counter-fraud, compliance and risk solutions. Our extensive experience here becomes invaluable during the deployment of our solutions, as we apply our understanding of the domain to an often wide variety of user requirements and variable quality data. Our project based approach follows a typical implementation lifecycle to deliver a service that is fully integrated with business requirements and workflows. Our offerings include services for the automated detection and analysis of complex fraud networks, bulk analysis of databases and documents, and advanced entity-centric federated search technologies. NetReveal OnDemand Service Page 2 of 13

4 2 Service Overview 2.1 Government Counter Fraud Service The Counter Fraud Service allows departments to analyse large quantities of data, either in batch or real time, to look for signs of fraud and error. By using advanced social network analysis and transaction monitoring capabilities, this service detects and analyses the most complex fraud problems whether benefit, tax, insider or other types of financial crime. The Counter Fraud Service can take numerous data sets as input such as customer data, live transactional data and existing fraud databases. The service then processes this data to find relationships between the data sets and automatically identifies risks using advanced scoring and rule based techniques. This data can be analysed by an investigator using a graphical user interface and dashboard which will display the results of the analysis and network links. By having the ability to automatically detect, score and analyse threats the time taken to respond to fraud is significantly reduced. Many customers have found that cases can be reviewed in minutes rather than weeks, delivering large improvements detection rates and yields. 2.2 Threat Intelligence Service The Threat Intelligence Service looks for specific signs of criminal activity and national security threats through the fusion of multiple data sources. Our service deploys methods such as advanced social network analysis and complex search tools allowing law enforcement agencies to automatically identify unknown threats and target known threats more quickly. Networks of criminal activity can be automatically identified and scored using an intuitive graphical user interface where entities can be connected together using the search and analytics interface. Significant time is saved by being able to analyse trends and patterns within data quickly, resulting in an increased operational efficiency and accuracy. 2.3 Advanced Search and Analytics Service The Advanced Search and Analytics Service applies advanced indexing and text analysis tools to large, complex and unstructured data sets (such as large volumes of or free text fields from operations centre systems). Our technology is able to find entities within documents and link them together, enabling an entity centric search for example, you could search for a male, living in London, driving a Red Ford Focus who recently visited Spain and have details returned from across the organisation s archive records and any other documentation fed into the system. The service works by indexing and automatically generating and connecting entities within the data supplied. The service can understand hundreds of different formats of documents and data and operators can search and analyse the content and entities using a graphical user interface. NetReveal OnDemand Service Page 3 of 13

5 2.4 Transaction Monitoring Service The Transaction Monitoring Service provides a live scoring engine designed to apply risk management, financial crime detection and compliance assessments to high volumes of data in real time. The service can combine behavioural profiling, analytical models and business rules to give an accurate scoring for the transaction. Inputs and outputs to the scoring process are flexible and configurable, and although typically run in real time, can be configured to operate in batch mode if needed. All rules are created via an intuitive graphical user interface so that no programming or database skills are required. NetReveal OnDemand Service Page 4 of 13

6 3 Technical Requirements The technical requirements for the solution vary depending on the individual project. Our team is able to provide fully detailed specifications in response to the project scope. Applied Intelligence s NetReveal service supports the Information Principles for the UK Public sector along with the Government ICT Strategy and Greening Government ICT Strategy. Below are some of the areas that would be considered during a project implementation. 3.1 Connectivity The platform is hosted resiliently in UK data centres, and customers will need to connect using either an internet based VPN or, preferably, a leased line to our data centres. The size of the connection required depends on the data sets to be processed, the number of users who will connect to the service and the degree to which the analysis is carried out in real time or batch. A basic deployment with only a small number of users operating on data in batch upload mode may need a 2Mb VPN, but a larger scale deployment with large data sets operating in near real time could need a 20Mb leased line. Since the service is deployed through a browser, a low latency connection is not required for the service to operate effectively. 3.2 Inbound Data Integration The service is able to accept a wide number of formats such as spreadsheets, databases and text documents. Our integration team will work with the customer to define the relationships, entities and data formats within the data. This data can be transferred to the service using multiple methods, such as direct database access or SFTP. For some requests, such as real time scoring transactions against the existing database, XML is used in a format which will be specified during implementation. 3.3 Customer User Interface Access to the graphical user interface of the service is via a web browser, and thus there are limited customer side requirements. The customer will need to use a modern browser such as Internet Explorer 7 upwards, or Mozilla Firefox 11 upwards. The application is based on Java, so the JRE version 1.6 or above will be required on the customers end user devices. Alternatively, solutions such as Citrix or RDP can be deployed to provide a thin customer environment. 3.4 Scalability The NetReveal platform is highly scalable with some existing deployments analysing billions of records with thousands of users and hundreds of transactions per second. Our integration team will scale your solution design to meet your specific requirements. NetReveal OnDemand Service Page 5 of 13

7 4 Service Delivery 4.1 Service Management The solution is fully supported, managed and deployed by Applied Intelligence. Applied Intelligence has developed a comprehensive framework for the full lifecycle of the service, known as Applied Intelligence Life Cycle Management, which enables the delivery of effective, high quality services. This framework begins at inception with a thorough understanding requirements, risk and customer preferences. The framework continues throughout the implementation and the subsequent service delivery. Our service management capability is supported by over 50 members of staff with ITIL accreditations. We provide a standard service desk handling phone and for end user issues. Our standard operations are weekdays , however extended hours are available. A monthly report is issued detailing performance metrics and usage statistics. On a quarterly basis a more detailed review is conducted in collaboration with the customer to ensure the current service is meeting expectations and any future requirements or changes can be considered. 4.2 Service Constraints The service is subject to maintenance windows and planned downtimes. These would be agreed with the customer to occur outside times when system use was required. 4.3 Service Levels The service we provide is normally highly integrated into the customer environment, and as such we are happy to work with the customer to determine the most appropriate levels of service required. Detailed below are some of the areas where we would cover when agreeing service levels. Availability - We typically guarantee the physical availability of the service normally to 99% and above, although the exact figure does vary based on the level of resilience specified Functional Availability - We set service levels around key functionality within the system. We typically do this by classifying functionality based on how essential it is to business operations, and then set appropriate uptime levels and response times accordingly Responsiveness - We divide responsiveness into automated, computer based responses and user based, graphical interface response times. For example, we may set the maximum time a transaction can take to be responded to, or the time it takes for a particular screen to load within the user environment depending on your concerns/priorities. Processing Times - Each customer s data processing needs are unique, and we would set expectations in the service level agreement stating the times particular data sets will take to process and be available for use. Service Credits and Impact - Based on the severity of impact to the business, service credits can be incorporated. NetReveal OnDemand Service Page 6 of 13

8 Scalability - Service levels also define the number of requests, transactions or user actions that can be performed over a defined time period on the service, whilst meeting the above service levels. 4.4 Information Assurance Applied Intelligence would be delighted to provide or work with our clients in-house security consultants to ensure that the solution and service meet the expected government accreditation and our clients key security concerns. For standard deployments, the NetReveal OnDemand service is intended for data up to IL2, but there are also options available to reach IL4. All Applied Intelligence s operations based in the UK are certificated to ISO9001 (Quality Management) and ISO27001 (Information Security Management), and we can fully demonstrate application to day-to-day operational and business processes. We are committed to supporting the principles and implementation of the standard and helping our customers gain the accreditation for live services. 4.5 Backup/Restore and Disaster Recovery The NetReveal OnDemand service is run from a pair of geographically isolated data centres providing a failover service for each other. The service is based around virtualisation technology with multiple resiliency features implemented. Each software component of the service is distributed across multiple nodes with failover technology implemented in the software stack to ensure resiliency in the event of failure. All data once imported into the service is stored and managed by an Oracle Database system, of which a secondary copy is maintained and synchronised to the master automatically. As the service is fully managed by Applied Intelligence, all backup and restore processes are handled securely by Applied Intelligence. 4.6 Data Restoration/Service Migration Many customers have migrated away from a standard, deployed, NetReveal offering to a NetReveal OnDemand offering, as well as new customers deploying theirs on NetReveal OnDemand directly. As part of the Applied Intelligence Life Cycle Management process, extensive work is carried out with the customer to ensure as part of the implementation process existing systems and workflows can be moved away from legacy systems. 4.7 Trial Services We find pilots can be a useful mechanism for demonstrating the value of the system and fine-tuning the customer s specific requirements. We would be happy to discuss this approach. 4.8 On/Off-boarding The On-boarding process for Applied Intelligence NetReveal is extensively managed, and a framework (part of Applied Intelligence Life Cycle Management) has been developed to ensure the correct onboarding of customers to the service. NetReveal OnDemand Service Page 7 of 13

9 4.9 Training This framework ensures customer requirements are fully understood and resources are deployed from both parties to ensure all needs are met. The majority of migration exercises start with us working with the client to develop a detailed plan to articulate the logical steps involved during the migration. This detailed plan is then turned into a step by step guide covering all technical aspects of the migration including testing and rollback. The process would then be tested several times with business users involved in the verification of the migration. Once the testing is complete we would start to prepare a go-live plan with the client and then execute that plan. The final stage of the migration is to monitor the solution for a period post migration to ensure that no issues are found. If issues are found then they would be dealt with on a case by case basis. Our off-boarding services involve working with our client and the new supplier to understand the timeline for the new service coming on line (assuming ours will continue for a short period beyond this point). We help to establish transparent roles, responsibilities and expectations. We also work with our client and the new supplier to ensure a smooth transition from planning through go-live and subsequent decommissioning of the service Full training services are available from Applied Intelligence NetReveal. There are three main ways that users and administrators can be up-skilled in the application of a new system or solution. The first is via direct, on-site training delivered to the users and administrators of the service. There are different levels available depending on the exact solution required, and range from one day courses to a five day courses and can be carried out on site or off site. The second is via self-study methods, such as remote tutorials, guide books and software manuals. This can be combined with on-site training if required. We also offer a third method, which is via an extensive train the trainer programme, with nominated members of the Customer s staff becoming experts in the service and are then able to train the rest of their team Exit and Transition Management Applied Intelligence shall produce and maintain a satisfactory exit strategy and exit plan to describe how they would co-operate with the Customer to facilitate an orderly exit from the contract. Such a plan can include an approach to exit management governance, roles and responsibilities, risks associated with exit and agreed approaches to manage these so as not to impact business operations, and requirements for security/confidentiality during exit MI and Reporting The NetReveal suite contains extensive in-built user action auditing, which can be used for governance and compliance, but also to derive management information about system usage. MI reports are accessed by managers via an easy-to-use visual front end, through which a number of standard and custom reports can be generated. The standard reports can provide insight on team performance and efficiency, as well as current workload and throughput. NetReveal OnDemand Service Page 8 of 13

10 4.12 Testing As well as management focused reporting, NetReveal offers analyst focused reporting, through our strategic partnership with QlikView, the leading business intelligence platform. Using QlikView s powerful querying and visualisation functions to access, analyse and report on the NetReveal data gives users unparalleled ability to generate insight on entities and social networks Applied Intelligence can work with the Customer to develop a test strategy covering system integration testing, operational acceptance testing and user acceptance testing. We can then work with the Customer s testing managers to complete the testing phases plus (if appropriate) data migration prior to go live. Applied Intelligence applies a risk based approach to testing, mitigating risk early through appropriate proportional use of the testing resource. Early mitigation of defects in the development life cycle, saves time, reducing project risk and aids assurance of a timely delivery and return on investment Incident Management We provide an online, customer facing, Incident Management system providing a simple method to report and monitor the status of any incident. The step by step approach is provided below: 1. The user will raise an incident via the BAE Service Incident Hotline. In some cases, our automated monitoring alert service will alert us that there is an incident with the service. 2. The incident will be logged and a ticket will be raised with a unique ID for audit trail purposes. Call details, including contact details for the caller, are logged. 3. The ticket is passed to our Service team and in the event that they are able to fix the problem without making a change, then we will proceed to make the fix (e.g. password reset). 4. Problem trees are used for problem diagnosis, and will be continually updated to reflect the latest common issues. Our service staff will use these to diagnose whether the issue has a known resolution or is new. 5. If the diagnosis allows the user s issue to be resolved our service staff will confirm that the user is satisfied. 6. If the user is satisfied and agrees the issue should be marked as closed. If not, the call should be passed to the next line of support. 7. Our second line support service typically manages more complex issues involving defects with the system. More diagnostics may be involved to allow the support desk to fully understand the issue. 8. Once a fix has been identified, it will be communicated to the client. If this is advice to the client, it can be communicated via our client s preferred method of communication (telephone or ). If instead the fix requires a change to the system it will follow the change management process, which will allow it to be prioritised and scheduled appropriately to minimise its impact on system availability. 9. Third line support is responsible for lower level issues and third party support where we must investigate problems with third party packages (e.g. Weblogic or Oracle). In both cases, our Service Manager will ensure that the customer is kept updated of current progress with the issue until its resolution. NetReveal OnDemand Service Page 9 of 13

11 5 Commercial Arrangements 5.1 Pricing Please refer to our BAE Systems Applied Intelligence NetReveal OnDemand Service Pricing Document to develop pricing for the services offered in this Service Definition Document. 5.2 NetReveal OnDemand Terms and Conditions The End User Licence applicable to this service is provided as BAE Systems NetReveal EULA The Uniform Contract Terms outlines the deliverables and service levels used in the delivery of the NetReveal OnDemand services, and can be found as BAE Systems NetReveal UCT Terms and conditions applicable for this service can be found in the BAE Systems Applied Intelligence Terms and Conditions document. 5.3 Ordering and Invoicing Process Please refer to the separate Terms and Conditions and EULA documents for this service 5.4 Customer Responsibilities In addition to the terms and conditions outlined in the document referenced, it is expected that the Customer would provide Applied Intelligence with enough resources to complete the project successfully. All such relevant Customer responsibilities will be agreed during discussions with the customer of the service scope and implementation requirements. These would be expected to include: Assignment of a project team within the customer Time allocated with end users to understand needs Access to sample data 5.5 Termination Terms Please refer to the separate Terms and Conditions and EULA documents for this service. 5.6 Financial Recompense Model for Not Meeting Service Levels Applied Intelligence will work with the customer to understand the impacts to the business should the service not meet expected levels. This would be tied to the measures identified in Section 4.3 (Service Levels). NetReveal OnDemand Service Page 10 of 13

12 5.7 Supply Chain Dependent on the customer s requirements, we may use sub-contractors in the performance of these G-Cloud Services. We continuously monitor, review and revise our supply chain for the purpose of successful G-Cloud Service delivery. Sub-contractor Endava Service Position IT infrastructure and services 5.8 Integrated G-Cloud Service Delivery BAE Systems Applied Intelligence has been developing systems with our clients for over 40 years, all of which are designed to exploit data to extract intelligence to support more effective decision making automatically or through advanced analytics solutions. As a result all of our projects have involved a level of integration with our clients existing systems (some of which are based in the cloud or external hosted data centres). Our solutions can extract data in real time or in batch form (daily, weekly or monthly depending on the application). We would be delighted to provide client references to support any discussions with clients as part of any evaluation. NetReveal OnDemand Service Page 11 of 13

13 6 Applied Intelligence: Information Intelligence BAE Systems Applied Intelligence is an information intelligence specialist. We help government and commercial organisations exploit information to deliver critical business services more effectively and economically. We also develop solutions to strengthen national security and resilience, enabling citizens to go about their lives freely and with confidence. By combining technical innovation and domain knowledge, we integrate and deliver world-class solutions often based on our own unique intellectual property to our customers most complex operational problems. We recognise the importance of Cloud services to the realisation of HMG s IT Strategy and have optimised many of our most compelling IT service offerings for Government on G-Cloud. Through these offerings we are at the forefront of realising the full benefits of Information Technology for our customers. Below is a summary of our G-Cloud services. G-Cloud Service Consultancy Service Integration and Management (SIAM) Information Security Agile Design and Delivery Architecture Data Services Programme Management Digital Media Secure Mobility & MobileProtect NetReveal OnDemand Service Description Providing Business and IT strategy and transformation consultancy services, including requirements management, organisational change, and business case & benefits management. Covering all aspects of SIAM services, from target operating model design, to service integration, supplier management, architecture and transition and transformation management. Cyber security assessments, architecture and testing services; Threat detection, protective monitoring and security management services; Cyber incident response, and Industrial Protection, Secure Web Gateway and Cross domain services. Services delivered using the Agile method for design and development, including Secure-by-Design services. The design of end-to-end architecture solutions, including infrastructure, operations, applications and service, as well as enterprise architecture. Data management, protection and exploitation services covering people, process, data and technologies. Includes maturity assessments, organisation design and provision of data analytics services. Provision of programme management and support experts to provide delivery and/or assurance of internal and external programmes. Digital transformation, media development, including user experience, social business and mobile media. From mobile strategy, through to development of your secure mobile proposition for your user base; Cloud based protection for your user base portfolio of mobile devices. Cloud based delivery of the global leader in counter fraud software. For more details on our G-Cloud services for G-Cloud, visit or send us an at gcloud@baesystems.com. Applied Intelligence is part of BAE Systems, the premier global defence, security and aerospace company. BAE Systems delivers a full range of products and services for air, land and naval forces, as well as advanced electronics, security, information technology solutions and customer support services. NetReveal OnDemand Service Page 12 of 13

14 Applied intelligence Limited is a BAE Systems company, trading as BAE Systems Applied Intelligence. Applied Intelligence Limited is registered in England (No ) with its registered office at Surrey Research Park, Guildford, England, GU2 7YP. Copyright BAE Systems plc All Rights Reserved. BAE SYSTEMS, APPLIED INTELLIGENCE and the names of the BAE Systems Applied Intelligence products referenced herein are trademarks of BAE Systems plc and are registered in certain jurisdictions. NetReveal OnDemand Service Page 13 of 13