DIGITAL MARKETPLACE (G-CLOUD 7) OFFERING. Sopra Steria OneMobile SaaS Service. Introduction. Service Definition. Sopra Steria in the public sector

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1 DIGITAL MARKETPLACE (G-CLOUD 7) OFFERING Sopra Steria OneMobile SaaS Service Sopra Steria in the public sector Organisations across the public sector choose Sopra Steria to deliver transformation programmes that blend strategic, technical and commercial innovation, to solve their most complex and critical business challenges. Partnering to improve outcomes in a demanding world Delivering expertise and simplicity in a complex world Blending agility and dependability in a fast changing world Collaborating with stakeholders in a networked world G Cloud Contact Details Please soprasteria For further details Introduction From improving the customer and citizen experience to enabling employees to work from anywhere, at any time, mobility is a key enabler of a truly digital enterprise. Employees and customers alike now expect service provision, health information, shopping, banking, travel ticketing and more to be freely accessible via mobile devices whether at work or at home. Sopra Steria s OneMobile SaaS platform delivers a secure managed service that puts you in control of your enterprise mobility, from strategy to provisioning and operation. We will help you shape, build and deliver a Managed Mobility Service designed to change the way you work. End to end management one organisation to deal with, secure remote support for your users and the pain of billing management removed An answer to Bring Your Own Device (BYOD) utilising a modular technology platform we can deliver a simple, secure BYOD service that separates the users home and work experience Delivering Choose Your Own Device (CYOD) with peace of mind using the same modular technology platform we can also offer a CYOD service with granular and customisable security and management controls A consistent user experience delivering a standardised corporate application store across multiple clients, utilising a secure wrapping technology and enabling customer applications to be developed OneMobile from Sopra Steria provides a secure, flexible SaaS service, enabling organisations to deploy mobility quickly and at a simple, transparent cost. It puts you in control of your enterprise mobility, from strategy to provisioning, operation and application development shaping the way you work. We call it Enterprise Mobility. Simplified Service Definition OneMobile is a SaaS service designed to take the pain away from having to make technology and software choices in order to deliver a comprehensive mobile service to your customers. The totality of OneMobile covers three distinct areas, of which two can be found as Lot 4 services and are therefore only summarised below.

2 Advisory Services As a Lot 4 service Sopra Steria offers a complete set of advisory services enabling our customers to shape, define and deliver their mobility strategy and journey. Application Development to assist in the Mobile First and Digital First approach Sopra Steria offers a complete mobile application service as part of Lot 4. This development approach utilises an Agile methodology to develop and prototype taking into consideration the features and benefits that the OneMobile software platform can offer. OneMobile Platform the key to OneMobile is the software service, which acts as the enabler for the overall service. This is delivered to our customers as single price per user per month for all functionality, delivered from our secure cloud platform hence being offered as SaaS service. End to End Management OneMobile is an end to end service delivered fully configured to our customers, with a single point of contact through Sopra Steria s mature ITIL v3 service centre in Warrington and as part of that service we provide the following key areas: Mobility Readiness Assessment Business assessment understand business requirements and pain points Application assessment review of legacy application estate to make recommendations of how elements can be mobilised Infrastructure assessment review of current mobile technologies and how they could be replaced Assessment report to encapsulate all of the above Customer On boarding Bulk user creation and device rollout App store creation, branding and population with Commodity Apps Billing management configuration and dashboard creation User on boarding processes implemented (approvals, device delivery addresses, billing / cost breakdown) including service definition documentation circulated with key customer contact Customer and user training to include review of service definition document processes (contact numbers, lost or stolen device process, starter and leaver s process and service level definitions etc. User On boarding Once the customer has been set up and the customer specific app store created, then users can be on boarded. Although this looks sequential in this document, user on boarding normally runs in parallel with customer on boarding. Key activities during this phase are: Device provisioning includes order, build / configuration and delivery activities User profile created on the Managed Mobility platform User Guide issued Service Desk informed of new user Updates to Billing Ongoing Service Management The service desk is available 8am to 6pm Monday to Friday excluding public holidays, to handle customer Incidents and Service Requests The hosted environment is monitored and managed 24x7x365 Incident, problem and change management for the platform to the O/S is included Availability and Capacity management for the service is provided Incidents will be notified to customers via automated Starters and Leavers, including the reallocation of devices, will be managed by the Service Desk using the Request Management process A named service manager will be provided Billing is monthly in arrears Centralised billing management through centralised billing portal Remote support to users will be provided as part of the service Monthly summary service report will be provided to include: Usage per device data downloads, call data Incident reports Availability reports Capacity utilisation

3 Customer and User Off boarding Off boarding from OneMobile is equally straightforward. On expiry of the agreement or notice of a customer stopping using the service, the service will be withdrawn. Depending on the off boarding options selected, some or all of the following offboarding services may apply: Activity Description Lost and stolen devices can be wiped remotely. The service desk will perform this activity as part of their lost and stolen process If the customer anticipates re use of any of the services that they have used on OneMobile a number of Off Boarding scenarios can be requested as additional service options, these will be discussed as part of the off boarding checklist. BYOD and CYOD Technical Specification The core of the service is comprised of leading best of breed software components fully configured on our Cloud platform to deliver a unit price per user per month flexible charging service. The main technical specifications of the platform are: Exit Checklist Data Decommission Service Process Data Deletion Billing Finalisation Core Services The service is available 24 x 7 The activities on the exit checklist will be completed. This checklist options will be confirmed during on boarding which will ensure that the exit process is not ambiguous. Unless requested otherwise as an additional service, the customer is responsible for securely removing any data. When the customer terminates their agreement with Sopra Steria, we will ensure all of the customer s data is deleted. Once the customer has off boarded from the service, Sopra Steria will raise the final billing to cover any outstanding monthly, exit and consumption charges. The service utilises the O2 phone and 4G network Each device comes with 1Gb per month as standard The range of mobile devices and tablets available to each Customers user base will be agreed during onboarding Mobile Device Management (MDM)software will be pre loaded onto each device The MDM software controls a customer s security policies, as agreed during the consulting / service startup. MDM service offered in to flavours, Secure or Secure + dependent on user requirements MDM security policies defined to CESG standards and includes enhanced Geofencing services BYOD devices will not have a separate MDM client installed. Workspace will not interfere with user own applications The corporate app store will contain predefined, prebuilt commodity applications. These can be enhanced by customer specific / bespoke apps if required The service is offered with high level of availability Commodity Applications The service comes with the following commodity apps as standard: Secure Secure web browsing Productivity Apps Secure access to Fileshare Licensing Billing Licensing of the OneMobile service including the Hypervisor, O/S licences and the Managed Mobility software is included within the service Bespoke or individually sourced applications will be licenses on a case by case demand and may incur additional monthly charges The minimum period that can be ordered is 3 months (measured from Service Commencement) but on the basis that any ordered mobile devices will be subject to a minimum 24 month agreement and early termination fees payable for the mobile devices if terminated prior to 24 months for any reason Billing will be one month in arrears. Monitoring The service is proactively monitored as part of the Security Operations Centre (SOC) and Remote Operations Centre (ROC) as is part of the standard service offering

4 Information Assurance Security Components OneMobile is provided to hold data classified as OFFICIAL. The standard service comes with the following security components within the standard charge: Firewall management for secure multi tenancy delivery Virtual switch deployment for secure isolation of virtual traffic Penetration and Vulnerability Protection Benefits VPN Gateway The solution VPN gateway is a fully accredited solution for use at OFFICIAL and OFFICIAL SENSATIVE levels, using CPA approved devices and authentication methods. ALL devices connecting to Sopra Steria s managed Mobility solution will have a VPN client installed onto the device, which will automatically create a VPN tunnel into the managed mobility solution when a device is connected to a network. Presentation Layer The presentation layer is DMZ, isolated from other environment by a Firewall, where End User Device (EUD) facing components of the solution are hosted Application Layer The Application layer servers are hosted in a DMZ. These servers have no direct inbound connectivity with a EUD and are separated from other environments via a Firewall A number of pre defined engagements are available as follows: Concentrate on core business Deliver new ways of working Transparent transactional cost Exploit new customer channels Deliver a Digital First strategy Features Fully configured SaaS service for mobility Same technology service for either BYOD or CYOD Full end to end management including telephony billing One support contact for all service components Modular service with tiered security management Price per user per month pricing model Secure encryption of productivity applications but maintains standard operating model e.g. no Sandbox Single corporate application store supporting bespoke application development Additional Service Options As this is a SaaS service we believe all of your major requirements are within provided service. Additional bolt on services can be provided through application development or more widely requested integration services to bring on board current telephony contracts or services. These are services that can be requested from Lot 4 advisory services or part of the onboarding process. Service Management Sopra Steria s approach to Service Management is based on 40 years proven experience of delivery for both Public and Private sector clients, each of which has their own unique strategic business drivers and operational service needs. Sopra Steria has developed a Service Management model for OneMobile that is based on our experience in successfully delivering similar services to the public and private sector for many years. The Sopra Steria support services provided to customers as part of the standard OneMobile include the following: A single point of contact for all incidents through the Sopra Steria Service Desk Service Desk from 08:00hrs to 18:00hrs (UK time) Monday to Friday, excluding Bank Holidays. Extended support hours are also available as an additional service management option 24/7/365 monitoring to the base O/S ITIL v3 Service Management Service governance to ensure that the overall service is meeting all service requirements and provides basic Service Reporting Contract assurance to ensure that delivery and financial management are aligned to contractual terms Delivery of incident management service to standard SLAs A standard service report will provided each month to show usage, incident metrics including lost stolen devices and availability of service Availability (monthly*) 99.5% Incident response P1 within 30 minutes P2 within 4 hours P3 within 24 hours P4 within 72 hours Incident update P1 hourly P2 every 2 hours P3 every 24 hours P4 every 24 hours Communication Auto response and updates Incident review Incident Report * Availability indication based on an average 730hrs per month. excludes Emergency Maintenance. Unavailability applies to the OneMobile system becomes unresponsive due to a fault recognised at the platform layer, for example:

5 Fault is not caused by the consumer Applications The fault is not caused by damage to or corruption of the user device, or user device not within reach of the Mobile network Fault is within Sopra Steria controlled components such as the virtual infrastructure, storage, power and physical firewalls and routers etc External connectivity providers (e.g. internet, PSN), and components co located at the Skyscape data centres are also not included in the availability calculation. Maintenance Windows Planned Maintenance means any pre planned maintenance of any of the infrastructure relating to the Service. In accordance with our design principles, Planned Maintenance will have no impact on the availability of the OneMobile service. However, the Planned Maintenance activity may result in short periods of degraded service (for example, temporary performance degradation). In such cases, Customers will be provided with at least twelve (12) days advance notice of the Planned Maintenance. If during Planned Maintenance there is a loss of availability to the service, an SLA event will be triggered and for affected Customers this time shall be included in the availability calculation and monthly service reporting related to OneMobile. Emergency Maintenance means any emergency maintenance of any of the infrastructure relating to the Service. Whenever possible, Sopra Steria shall: a) provide affected Customers with at least six (6) hours advance notice and b) carry out the emergency maintenance between the hours of 00:00 and 06:00 (UK local time) Monday to Sunday or between the hours of 08:00 and 12:00 (UK local time) on Saturday or Sunday unless there is an identified and demonstrable immediate risk to Customer environment(s). Emergency maintenance may result in periods of degradation or loss of availability depending on the nature of the activity required. If during Emergency Maintenance there is a loss of availability to virtual machines on Infrastructure on Command, an SLA event will be triggered. However, this time shall be excluded in the availability calculation but will be included in monthly service reporting related OneMobile. Support Hours Sopra Steria will provide a service desk and contact details to respond to issues raised by the Customer. Faults with the Service can be reported during the standard Support Hours of 08:00 to 18:00 Monday to Friday excluding Public Holidays. Sopra Steria will monitor the platform 24 x 7. Any incidents affecting availability to the base O/S will be handled 24 x 7 by Sopra Steria s Remote Operations Centre. Extended Support Services The OneMobile service comes with standard service management as outlined above. However, we recognise that some customers may wish to have enhanced service management in certain areas including : Enhanced Service Desk hours up to 24 x 7 x 365 Additional service reporting Partners Sopra Steria have partnered with Skyscape Cloud Services (Skyscape), Carenza, Telefonica and Symantec to provide the OneMobile offering. Consumer Responsibilities The control and management of access and responsibilities for end users including appropriate security and accreditation if required. The customer is also responsible for ensuring only appropriate data (OFFICIAL) is stored and processed by applications on this environment and that they comply with the Sopra Steria Security Operating Procedures (SyOps) and other information assurance requirements as specified in Sopra Steria s OneMobile Security Policy. Details of Customer responsibilities can be found in the Service Specific terms document. Training As part of the on boarding process Sopra Steria will provide information covering: How to request new services (request access to an application, access and download applications from the app store, get reporting and find out about billing If a customer requires additional training for their users, this can be provided through Sopra Steria s Specialist Cloud Services. Service Migration If required, Sopra Steria can provide enhanced Service Migration Services for more complex On boarding and Offboarding scenarios including where there are specific requirements arising from the transfer to or from another supplier. Specialist Cloud Services As part of the total OneMobile service please refer to Lot 4 OneMobile advisory services that can be used in conjunction with this service.

6 Pricing Customer on boarding charges are dependent on the scope of service defines and agreed in the Mobility Assessment There is no additional charge to on board a new user onto the system The OneMobile service is charged on a per user per month basis, and is dependent the selected device. Prices are per month (part month charged as a whole month) Business specific mobile applications can be developed in line with Sopra Steria s LOT 4 Managed Mobility services There is no charge to Off board a user from the solution. However any ordered mobile devices will be subject to a minimum 24 month agreement and early termination fees are payable for the mobile devices if terminated prior to 24 months for any reason. Charges for Off boarding the customer will depend on any: Data Decommission requirements Data Deletion / data retention requirements Service specific requirements documented during on boarding These will be discussed during the on boarding process and will be reviewed again as part of the off boarding process. Once the customer has off boarded from the service, Sopra Steria will raise the final billing to cover any outstanding monthly, exit and consumption charges. Additional Services Options Pricing Pricing for the Additional Service options are available on request Minimum Order Values There is no minimum order value for OneMobile Ordering and Invoicing Process Details of the ordering and invoicing process can be found in the Service Specific terms document Termination Terms Details of the termination Terms can be found in the Service Specific terms document Trial Services A one month Trial / Proof of Concept service is available. Please contact Sopra Steria to discuss About Sopra Steria Sopra Steria, European leader in digital transformation, provides one of the most comprehensive portfolios of end to end service offerings in the market: Consulting, Systems Integration, Software Development and Business Process Services. Sopra Steria is trusted by leading private and public organisations to deliver successful transformation programmes that address their most complex and critical business challenges. Combining high quality and performance services, added value and innovation, Sopra Steria enables its clients to make the best use of information technology. + 37,000 Employees + 20 countries + 45 years experience Complementary Services On completion of the initial planning exercise, Sopra Steria s range of Cloud Services can be used to design, implement, transition and run your cloud service. Sopra Steria OneMobile Advisory Service Sopra Steria Agile Development Assessment & Transformation Service Sopra Steria Three Cherry Trees Lane, Hemel Hempstead, HP2 7AH +44 (0)

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