Software as a Service (SaaS) Online HR

Transcription

1 Software as a Service (SaaS) Online HR

2 Contents Service Definition... 3 An overview of the G-Cloud Service... 3 Key Service Attributes... 5 Information assurance... 5 Details of the level of backup/restore and disaster recovery that will be provided... 5 On-boarding and Off-boarding processes/scope... 5 Pricing (including unit prices, volume discounts (if any), data extraction etc.)... 6 Service management details... 6 Service constraints... 6 Service Levels (e.g. performance, availability, support hours and severity definitions)... 7 Financial recompense model for not meeting service levels... 7 Training... 8 Ordering and invoicing process... 8 Termination terms... 8 By consumers (i.e. consumption)... 8 By the Supplier (removal of the G-Cloud Service)... 8 Data restoration / service migration... 8 Consumer responsibilities... 8 Technical requirements... 9 Details of any trial service available Data Extraction Information Principles for the UK Public Sector Government ICT Strategy and Greening Government ICT Strategy European Green Datacentre of the Year Green Power Recycling Carbon Offset

3 Service Definition This is the minimum set of information that is expected in a service definition (suppliers may choose not to provide these aspects of a service, but do need to be clear in their service definition that they don t). An overview of the G-Cloud Service Online HR allows Customers to cut the time it normally takes to scope for outsourced HR services by up to 50% and fast track up to 15% cost savings and efficiency gains. Combining sophisticated technology and trustworthy IPP qualified staff to deliver efficiency and automation, best practice compliant with HR legislation and total security and continuity for your HR systems and data. Benefits: Typically save up to 15% on HR costs Optimise the benefits of outsourcing by reducing scoping and implementation time by up to 50% Improve HR productivity Release valuable resources to focus on your key business matters Exploit opportunities to tap into hosted shared services, improving resource efficiency and cutting environmental impact. To find out more about this service please visit 3

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5 Key Service Attributes Service Name Service Layer Cloud Deployment Model Networks to which the service is connected (directly)? 'API' access available, documented and supported? Services available to other suppliers so they can use them to provide services to government? Data centre tier? Minimum Contract/Billing Period? Free option? Trial Option? Online HR SaaS Public Internet, VPN or Point to Point Yes No Tier 3 Month No No Information assurance Impact Level (IL) at which the G-Cloud Service is accredited to hold and process information Online HR service is accredited to ISO and operates within a UK based ISO 9001 accredited organisation. Details of the level of backup/restore and disaster recovery that will be provided The Online HR service includes the provision of a warm site disaster recovery (DR) service for the system, using Oracle s Data Guard system. The Customer is responsible for the provision of the communications equipment required to connect to the Online HR disaster recovery site. On-boarding and Off-boarding processes/scope The Customer will be responsible for the provision of accurate electronic input from their legacy systems for the initial data take on process. The Customer will also be required to provide original source documentation for all active employees. The Online HR service will manage all changes relating to new starters, static changes and leavers when supplied by the Customer, via a paper or electronic format. The Online HR service 5

6 will manage all employee legislation related data to ensure compliance with the Law. The service includes daily out of hours back-up of HR data files. Appropriate and compatible data will be supplied to the Customer as part of a defined off boarding process agreed at the time of Contract signature. Administration of users is quite simple and is delegated to a Customer contact. Administrative help is included. Data importing or exporting is not included in the service but if agreed in advance, a complete on-boarding and exiting package can be included. Pricing (including unit prices, volume discounts (if any), data extraction etc.) Online HR services start from 3.50 per employee record per month Service management details The Online HR Service Manager is responsible for service level management. The aim of service level management is to maintain and improve the Services as defined within the Service Level Agreement. This is achieved via a cycle of monitoring, reporting and reviewing service achievement and, through instigating agreed actions, to maintain and improve levels of service. Service constraints (e.g. maintenance windows, level of customisation permitted, schedule for deprecation of functionality/features) The Online HR service is available on a 99.5% basis between the hours of Sunday 21:00 Friday 24:00 Availability of the Service will only be withdrawn if an operational need arises. Where the need arises, the Online HR Service Manager will contact the Customer to notify the day and time on which the outage will take place. The Customer is responsible for management of concurrent manager jobs, including determination of schedules, creation of custom jobs in the scheduler, and troubleshooting of issues related to their own business process. 6

7 Service Levels (e.g. performance, availability, support hours and severity definitions) The Online HR service is available on a 99.5% basis between the hours of Sunday 21:00 Friday 24:00 A dedicated support desk is available to Customers from 21:00 GMT Sunday to 24:00 GMT Friday for Priority one calls and during the hours of 8 am to 6 pm Monday to Friday for all other calls. Reasonable endeavours will be used to provide technical support for Priority One calls during English Public and Bank Holidays. Support calls are categorised as follows: High Severity Priority 1 A Major system failure, Incident impacts on whole service. Expected Resolution for application availability issues within 4 hours. Progress updates to the Customer every 1 hour or by agreement between the parties on a case-by-case basis. Medium standard Priority 2 A failure of part of the system used to carry out some of the users duties. Expected Resolution for application availability issues within 8 hours. Progress updates to the Customer every 3 hours or by agreement between the parties on a case-by-case basis. Low Severity Priority 3 An inconvenience or a nuisance but minimal affect to job efficiency. Expected Resolution for application availability issues within 2 working days. Progress updates to the Customer by agreement on a case-by-case basis. Financial recompense model for not meeting service levels The Online HR service will reduce its charges for the Service by the percentages defined against each Service Credit Classification in the Service Level Agreement. Failure to achieve Expected Service Level equates to a reduction between 1.5% - 5% of monthly charge for that applicable service lines depending on Service Credit Classification agreed in advance. Service Level Credits and service termination based on breached service levels will not be applicable during the initial period. Service Level Credits are only applicable to issues relating to the availability of the application. The initial period is defined as three calendar months from the date of formal confirmation of go live. 7

8 Training Comprehensive training forms part of the provided solution to ensure Customers realise immediate benefits. Custom training can also be provided at additional cost. Ordering and invoicing process The process for a customer to subscribe to the Online HR service is by executing an Order Form. The Order Form defines the specific online service to be provided e.g. the number of users, minimum subscription period, payment schedule, and other parameters specific to the actual service to be provided. Termination terms By consumers (i.e. consumption) The Contract defines specific scenarios in which the agreement may be terminated earlier than the agreed period. Through mutual agreement, increasing or decreasing the number of users during the Contract term is possible. At the end of the Term, the agreement is automatically renewed for the same period as the initial period, unless either party has provided the other with 90 days written notice to the contrary. By the Supplier (removal of the G-Cloud Service) The Contract defines specific scenarios in which the agreement may be terminated earlier than the agreed period. Through mutual agreement, increasing or decreasing the number of users during the Contract term is possible. At the end of the Term, the agreement is automatically renewed for the same period as the initial period, unless either party has provided the other with 90 days written notice to the contrary. Data restoration / service migration Customer requirements for migrating data vary dramatically. However, based on the format and volume of content and database sizing required for migration fixed costs can be promptly provided and where required agreed in advance. Consumer responsibilities Customer responsibilities are defined in the Order Form and the associated Service Level Agreement. 8

9 Technical requirements (service dependencies and detailed technical interfaces, e.g. client side requirements and bandwidth) All aspects of hosting and application management are managed on behalf of the Customer by the Online HR service. The Customer is responsible for the provision of the communications equipment required to connect to the Online HR service. The service is low bandwidth and is connected via a VPN over Internet or Point to Point. First line support for Customer support staff through an in-house service centre based in Romania. The key components of the Managed Payroll service is summarised below: Transition The Customer will be provide with services and support to enable the Customer to configure and implement the new Managed Payroll service and Hosting The service is supported by Infrastructure in two Birmingham Data Centres. The service is continually monitored and managed by Service Desk support staff to resolve technical issues and manage requests. A Service Delivery Manager will be appointed to manage the ongoing service for the Customer. Database Administration A comprehensive and proactive service is provided to ensure the application is operating efficiently. Where required, application software fixes and patches will be implemented. Hardware Maintenance All infrastructure is backed by comprehensive support contracts to ensure high availability to the Customer. Details of any trial service available. A trial service is not available but the service can be demonstrated to Customers. 9

10 Data Extraction Suppliers will provide a simple and quick exit process to enable consumers to move to a different supplier for each of their G-Cloud Services and/or retrieve their data. Suppliers will commit to providing details of this, clearly and unambiguously in the Service Definition for each service. This will include, but not be limited to: The data standards that will be in use (within the service). A commitment to returning all consumer generated data (e.g. content, metadata, structure, configuration etc.) and a list of the data that will be available for extraction. Where there is a risk of confusion, data that will not be available for later extraction will also be published. The data held within the Online HR service is in a proprietary format. Any data to be returned to the Customer will be via a data export utility in an industry standard format which is compatible with the Customer requirements. The formats/standards into which data will be able to be extracted and preferably a list other common services/technologies to which an export/import mechanism is available. A price for the extraction of consumer generated data (or the migration to another service provider s service). Confirmation that the Supplier will purge and destroy (as defined in security accreditation for different ILs) consumer data from any computers, storage devices and storage media that are to be retained by the Supplier after the end of the subscription period and the subsequent extraction of consumer data (if requested by the consumer). Import and Export of compatible data files shall be via an appropriate network to appropriate storage sub-system or via DVD media. Data Extraction shall be charged dependent upon amount of data and media to be extracted to. All data at rest contained within the Online HR service shall be purged or destroyed with standard service, volume, LUN deprecation procedures. All data leaving the platform shall be purged or destroyed using CESG approved techniques. Where a physical drive from a drive set fails then that drive shall be destroyed in accordance with CESG procedures. 10

11 Information Principles for the UK Public Sector SCC Cloud services for the UK Public Sector support the defined Information Principles published where appropriate to the service being delivered. At the core of all of the SCC services are principles 1 and 2 in that all data is valued and is managed in line with the appropriate UK Public Sector Information Assurance guidelines that define the security controls for holding the data. Information Principles 3 through to 7 are considered and followed during the on boarding of systems in to the SCC Cloud infrastructure. These principles will be considered and followed in line with the appropriate UK Public Sector Information Assurance guidelines. 11

12 Government ICT Strategy and Greening Government ICT Strategy SCC are leading the way in responding to the Governments Greening ICT strategy and sustainable procurement agenda, by adopting CAESER (Corporate Assessment of Economic, Social and Environmental Responsibility), an online toolkit which helps companies to demonstrate a commitment to society and the environment. CAESER constantly review changing and emerging standards to quickly establish and ensure that our operations and our supplier s operations are compliant and not exposed. It enables us to monitor new developments in UK and International CSR legislation which focus on the supply chain. The CAESER system helps to ensure adherence to the requirements of new and current legislation, allowing us an avenue to positively monitor and engage with suppliers responsible for the products available under this framework agreement. To provide the basis for best practice in line with the Government supply chain agenda, we work alongside leading UK Government departments and International organisations to promote acceptable standards, current trends and initiatives. These organisations include the UK Global Compact, the International Labour Organisation and the Global Reporting Initiative. In addition to CAESER, we also use the FTSEGood Index and UNSPSC Codes to identify and monitor risk within the supply chain. We also have preference for suppliers that are members of Electronic Industry Citizenship Coalition (EICC) where a code of practice governs labour, health and safety, environmental management systems and ethics exists. Practical steps taken by the business ensure that the operations of the business have a minimal impact on the environment; these steps further support the supply chain methodologies. European Green Datacentre of the Year 2011 The SCC Data Centre is an award winning carbon zero facility. We have provisioned some unique technologies to achieve that level of sustainability, as well as investing in eco-friendly projects within Kenya. Within the Data Centre Environment SCC operates a Carbon Off-set programme enabling a zero carbon rating, across both our Data Centre infrastructures. The primary offsetting project we run is through an organisation called CO2Balance.com building low carbon villages in Kenya. SCC are also members of the Carbon Reduction Commitment energy efficiency scheme. SCC Customers, who utilise our Data Centre services, are in turn able to advertise this credential within their ecostatements published to their Customers and Suppliers. SCC also utilise additional ecological Data Centre technologies, such as external chillers, which use external, ambient air temperatures to cool water to a level that can in turn be used within the data centre CRAC units. This enables SCC to reduce their cooling costs by up to 40%, which is then relayed to our Customers in reduced bills for their power and cooling usage. Variable Refrigeration Flow (VRF) Air Conditioning is an advanced cooling technology, which allows us to independently cool each data room, enabling us to minimise heat loss and create energy savings of up to 30% over conventional systems. Floor pressurisation systems, which streamline cooling within lower utilised Data Centres to where the floor pressure is, i.e. the full racks. We re therefore not flood cooling via the under floor voids, but focussing the cooling in the areas that need it. This system also controls the output from the air-conditioning units, helping manage the cooling used into the data hall.

13 Software (SaaS) Services Online HR Green Power During 2013 SCC will be switching its energy supply contract to a pure green power contract to further increase its commitment to supporting a strong CSR policy. Recycling SCC can manage your IT recycling for you, providing a cost-effective and secure solution with environmental reporting to support your CSR. This will help you avoid the damaging consequences of serious deliberate or negligent breaches of the Waste Electrical and Electronic Equipment (WEEE) directive. The WEEE Directive was introduced into UK Law in January 2007 and aims to reduce the amount of electrical and electronic equipment being produced, while promoting the secure reuse and recycling of IT equipment. Many companies underestimate security issues surrounding end-of-life data and focus on protecting live assets. However, unprotected disposal significantly increases the likelihood of a detrimental data breach, with information being far easier to access, and can be equally as harmful to your organisation, as not recycling at all. As part of our IT recycling services, we offer state of the art shredding and separation technologies which safely destroy your redundant IT equipment, optimising the recycling and recovery of original raw materials. Challenges Data Security Capital Expenditure Compliance Asset Management Residual Value Benefits Money in the bank Simplicity Freed resource Carbon efficiency Sustainability We recycle 20% We remarket 80% SCC recycle on average 20% of the IT we recover and remarket up to 80% to create a revenue stream for the customer. This offsets your costs and supporting your Corporate Social Responsibility (CSR). We can guarantee the secure and environmental disposal of your IT waste, as we operate a 0% landfill policy, allowing us to effectively manage your WEEE compliance. 13

14 Software (SaaS) Services Online HR Carbon Offset Starting in September 2010, SCC has been working with leading carbon management company co2balance, to calculate and offset the carbon dioxide emissions created from the operation of its data centres and the National Recycling Centre to achieve CarbonZero status. The total carbon offset covering emissions for 2011, 2012 and 2013 has amounted to 13,138 tonnes of CO2e. During this period a number of verified carbon reduction projects in developing countries have been supported. Carbon Offset Projects African Energy Efficient Stove Project The African Energy Efficient Stove Project builds energy saving cooking stoves for villages in Kenya. These brick stoves result in 50% reduction in the need for firewood and thereby prevent carbon from being emitted. In addition to carbon prevention it also provides families with a cost and time effective method to cook with. The reduced need for firewood helps to prevent deforestation, creating a wealth of benefits for the wildlife in terms of habitat and flood prevention. It is also a healthier method of cooking as it reduces in door smoke by up to 70%. In door smoke is a serious problem in Africa and the World Health Organisation dubbed it the kitchen killer as it is responsible for nearly two million deaths in Africa every year. External Project Verification The African Energy Efficient Stove Project is externally accredited through the Gold Standard. An international respected standard that assesses the social and community benefits to the region in addition to carbon savings. The Gold Standard was initiated by the World Wildlife Fund and is endorsed by over 70 non-governmental organisations worldwide. It is the benchmark for carbon reduction projects with the maximum verified benefit to the communities where the projects take place. 14

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