Invest in Innovation. G-Cloud Services 4. Integrated Business Management solution. Service Definition. In association with QOREX Ltd

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1 Invest in Innovation G-Cloud Services 4 Integrated Business Management solution Service Definition In association with QOREX Ltd 23 rd

2 1. Introduction to Neil Stevens Consulting Ltd As a specialist provider of public sector advice in relation to IM&T and business change we have a strong track record of advising on all matters in relation to IM&T. We have particular success in the area of: Information management, including assessment of current processes, data quality issues and process redesign. Informatics leadership and service delivery Business Intelligence design, specification and implementation Business analysis, service development and redesign Integrated Business Management solution Service management Transition management Programme management, project management and governance Project specification and selection Implementation of digital-pen solutions Office 365 preparation and deployment Application Development Data Centre storage and services This, coupled with a well-established network of contacts and associates within all areas of the NHS makes us ideally placed to meet your requirements. One of our key strengths is our ability to rapidly grasp a deep understanding of our clients needs, a skill developed through many years experience operating within the public sector IM&T environment. As Information Management, Business Change and Programme and Project Management specialists we have a sound understanding of the issues facing large organisations and the most effective strategies and approaches to solve them. We also recognise the great value that specialist products and services can bring as part of a consultancy assignment. We have therefore developed strong relationships with carefully selected partners so that we are able to offer these products and services within the G-Cloud IV framework, with Neil Stevens Consulting Ltd taking full responsibility for client delivery. In this way, we can bring a range of leading systems and solutions to our clients. We are acutely aware of the financial constraints facing the public sector, and the organisational changes impacting the planning and delivery of healthcare. We have significant experience of the delivery of QIPP programme initiatives that enable improved experience, cost reduction and better utilisation of resources. A discount scheme is offered to all our clients, and details are provided on our rate card.

3 We understand the challenges faced by the NHS and are confident that we can harness our experience to provide an excellent service which delivers value for money to all of our clients. 2. Service Definition 2.1 Overview of G-Cloud Service Integrated Business Management solution Overview QOREX is a web-based integrated business management solution, underpinned by a structured methodology and comprises eight modules: 1. Strategic Planning 2. Performance Management 3. Portfolio, Programme and Project Management 4. Risk Assurance 5. Staff Appraisal/Personal Development Planning 6. Document Management 7. Benefits Management 8. Interactive Mapping QOREX is a securely hosted, true web-based solution enabling it to be accessed from any device that has an internet browser and access to the internet. It can be configured to control who has access to what data and functionality, not just within your organisation, but across any organisations and individuals of your choosing. This makes QOREX the perfect choice for multi-organisation initiatives and programmes such as integrated care programmes or international compliance management etc. Examples of applications of QOREX include: Organisation start-up, strategic planning and strategic alignment Organisation turnaround, restructure and cost improvement programmes Structured planning Performance, delivery and risk management Collaboration, accountability and governance Organisational optimisation, prioritisation and return on investment Benefits realisation Personal objective management, skills development and Investors in People Service directory management and publication

4 QOREX can be configured and tailored to adopt your own business language and meet your specific business requirements. While capable of being deployed as a complete and integrated business management solution across your organisation, QOREX has many specific use-cases such as: QIPP planning, implementation and delivery Acute Hospital Cost Improvement Programmes Compliance management (such as Francis Inquiry recommendations, CQC registration, statutory responsibilities and legal regulation compliance etc.) Everyone Counts Indicator management and reporting for Clinical Commissioning Groups (CCG) NHS England reporting for Commissioning Support Organisations (CSU) SLA and CCG client management and reporting for CSUs Programme Management Office (PMO) Staff Appraisal and Personal Development Planning Health services directory management and publication including interactive mapping Design, implementation and management of Integrated Care Programmes across health economies Customer contact and account management QOREX has generic functionality that can be adopted by any organisation, in any market, in any country. Furthermore, it can be pre-populated with specific content packs for particular organisations and business problems such as: Francis Inquiry recommendations, Everyone Counts indicators, Financial Services regulatory compliance, Dental and General Practice CQC registration packs, QIPP programmes, Long Term Condition programmes etc.

5 QOREX Modules 1. Strategic Planning Whether you have already designed and deployed your organisational strategy, are in the process of defining it or are in need of rationalising and aligning it to your business, QOREX provides functionality that: Simplifies and structures your strategic plan Identifies business redundancy and reduces inefficiency Aligns your business to deliver its objectives Maximises the value from your capacity and capability Allows you to monitor and manage your performance Optimises your business QOREX provides a visual and dynamic representation of your organisational strategy, colour-coded so that you can quickly identify areas requiring performance improvement or management. It allows you to understand the impact of late delivery and enables you to ensure that your whole organisation is working together, in an integrated and collaborative manner, while being focused on your organisational priorities, in order to achieve your goals and objectives on time and within budget. QOREX ensures that your business drivers and their impact on your business are documented, managed and well understood. It enables your strategic objectives and their measures to be approved and accountability allocated and managed. It provides a single version of the truth from your vision and strategic objectives through to the operational aspects of your business.

6 2. Performance Management QOREX provides comprehensive performance management information against your business outcomes and Key Performance Indicators. Performance is integrated with Strategy and Staff within the system. This creates the Golden Thread linking individuals to the delivery of the organisation s objectives and vision. Performance commentary can be captured and reports published into the QOREX Document Management System for onward publication and distribution. While reports can be captured as PDFs and ed or printed, the system is designed for online collaboration enabling your organisation to share one version of the truth focusing the discussions on the consequences of the information, not the information itself. The use of categories and tags enables extremely powerful analysis across your business to be undertaken. A summary of the current position of your QIPP and cost improvement programmes, the current and projected position of your corporate performance and the RAG status of every objective, target, project and programme across your whole organisation are examples of powerful business reports that can be generated at the push of a button.

7 3. Portfolio, Programme and Project Management (3PM) Once you have used QOREX to define, approve and publish your organisational strategy you will need to ensure that its delivery is well managed. The QOREX Portfolio, Programme and Project Management module provides a structured and well defined approach to delivery management across your business and will become the hub of your Programme Management Office (PMO). It ensures that your organisation adopts a standard and consistent approach to managing delivery along with the capability to share best practice and lessons learned across the organisation. The QOREX programme and project management methodologies adopt a flexible approach that ensures the level of management is appropriate for the size, value and risk of the programme or project, while adopting industry standard best practice. Effective project and programme management is about control, cost management, collaboration and consistency of approach removing duplication and inefficiency and maximising return on investment.

8 The QOREX 3PM module enables your organisation's business targets to be managed effectively and ensures that your organisational capability and capacity is aligned and prioritised appropriately based on maximising value and managing risk. As well as a full delivery management solution that will become the core of your PMO, QOREX's "Project on a Page" provides an up-to-date overview of any portfolio, programme or project including its RAG status, the latest highlight report, a financial overview of the project (including project and operational costs) and its impact on your organisation's strategic and operational objectives. It provides a product/document repository enabling the most current version of project documentation and associated deliverables to be shared appropriately across your organisation and beyond (e.g. to key suppliers that are contributing to project delivery). 3PM includes automatic generation of structured Highlight and Checkpoint reports that conform to PRINCE2 standards. These reports are automatically generated and distributed literally at the push of a button enabling the project manager to concentrate on providing associated commentary rather than on data collection.

9 4. Risk Assurance Effective risk management is critical to ensure that your organisation is able to achieve its objectives efficiently and effectively. QOREX provides an integrated risk management system with a risk escalation hierarchy that enables risks to be evaluated, prioritised and managed at the appropriate level in your organisation. The integration of risks from projects and programmes to organisational governance provides a comprehensive risk assurance framework across your business enabling appropriate collaboration for optimum risk management and mitigation. QOREX provides a consistent and collaborative approach to risk management whether at a project or board level ensuring that the right people are focused on the priority risks at the right time.

10 5. Staff Appraisal/Personal Development Planning (PDP) QOREX provides a Staff Appraisal and PDP system that is integrated across the other modules within the solution. This enables staff records to be automatically populated with objectives to which they are already connected. The PDP module supports: Corporate objectives set through strategic planning round (including cultural and behavioural objectives) Individual appraisals and personal development planning sessions which: o Communicate corporate objectives o Set personal objectives o Identify skills requirements and training/development needs o Set expectations for achievement and performance o Set an action plan for the next six months On-going support and development for staff Six month review of progress against objectives and actions including a mid-year assessment rating 360 degree appraisal of performance, strengths, weaknesses by peers and colleagues Annual review of progress against objectives and actions including an end of year assessment rating

11 The features and benefits of the PDP module include: Automatic connection of corporate objectives to staff records Automatic connection of cultural drivers and values to staff records Action planning and management functionality Six monthly and annual appraisal of progress towards targets Online, secure 360 degree appraisal by peers and colleagues Automatic production of online (printable) staff appraisal forms Seamless integration with the Performance Management module Removal of manual form completion

12 6. Document Management The QOREX Document Management System (DMS) enables documents and reports to be managed, published and distributed efficiently. System generated reports are published into the DMS from where they can be distributed electronically. Documents and reports can be associated with any entity (or entities) within the system such as projects, KPIs, objectives, people, organisations etc. This enables your document library to be structured and managed based on your business and its priorities rather than on a static file structure. Documents can be physically held within the QOREX system enabling them to be accessed by appropriate people across your, and other, organisations, independent of physical location. Alternatively the DMS can link to documents in existing locations (e.g. SharePoint).

13 7. Benefits Management In order to maximise the return on the investments that your organisation makes, it is important to manage the realisation of benefits expected from these investments and to understand what is required to sustain this value over time. The QOREX methodology and the associated product functionality provide the ability to initiate and manage Benefit Realisation Projects. These projects form part of the programmes responsible for delivering value to your organisation and run along-side the Enabler Projects that deliver the actual organisational capability. The QOREX approach to managing the realisation of benefits ensures that expected value is quantified, prioritised and delivered through a structured approach, that is integrated with the project, programme and risk management modules of the overall methodology and solution.

14 8. Interactive Mapping QOREX s interactive mapping module provides comprehensive mapping capabilities that can be tailored to the needs of your organisation. Your customers, suppliers and other contacts can be added to the directory of services and made available on the interactive map. Filters can be applied that display only those organisations or specific services that are available on particular days and times. This interactive directory search capability can be made available for use within your own website enabling you to provide controlled access to this organisation and service directory. Additional data can be layered onto the map to create heat maps of activity that can be linked to the organisations and services. One specific use case for this functionality is to allow GP practices to maintain their own contact details, service availability and opening times, use this single source of the truth to populate other directory services (such as NHS Choices etc.) and also graphically represent the correlation between services and other activity such as acute hospital A&E activity.

15 2.2 Information assurance Impact Level (IL) at which the G-Cloud service is accredited to hold and process information The QOREX solution is not currently accredited to any impact level. We have plans in place to undertake this accreditation process in due course. 2.3 Details of the level of backup/restore and disaster recovery to be provided The entire client database and other files are backed up every hour, 24 hours a day. The time taken to restore from a backup and retest will be dependent on the volume of data but for a typical installation will take under 30 minutes. Our hardware is subject to a 1 hour swap SLA. 2.4 On-boarding and off-boarding processes and scope On-boarding We typically use a three-phase approach to the on-boarding process: Discovery Pilot Deployment During the Discovery phase we would work with the client to document the existing systems, processes, data (and migration requirements), technical architecture, security requirements, faults and restrictions, systems integration requirements and the scope of the final audience. The output of the Discovery phase is a documented plan detailing all the requirements of the new system and how it is to be implemented including any necessary bespoke development (and any associated additional costs). This requires client approval before proceeding to the Pilot phase. The Pilot phase involves setting up a new QOREX instance and working with the client to populate it with a subset of data aimed at demonstrating the functionality to a small number of client users. During this phase any required amendments to the data set would be made along with the rollout and testing of any bespoke development and/or systems integration agreed during the Discovery phase. Client approval would be required to proceed from the Pilot to the Deployment phase.

16 The Deployment phase commences when the client is happy to rollout the system to the entire agreed audience. Some training will have been provided during the Pilot phase but additional training may be provided to a wider audience during the Deployment phase. The agreed support procedures and documentation will also be rolled out at this point Off-boarding Once a request has been made to terminate the service the specifics of the off-boarding process will be agreed with the client. This includes the extraction of data from the system and its presentation in an agreed format, secure deletion of all existing data (electronic and hard copy), decommissioning of any bespoke systems and resolution of any legal and financial issues. 2.5 Service management details Typically we assign a Managing Consultant to take responsibility for the dayto-day management of the project. They are charged with ensuring that the project adheres to any contractual requirements, agreed standards and best practices and that it delivers on time and on budget and to the client s satisfaction. The client is also able to escalate, to a member of the senior management team (typically director level), any issue that the Managing Consultant is not able to resolve to the client s satisfaction. First line support is typically provided by the prime contractor (NSC Ltd) and it is their responsibility to provide initial support to end users. Should NSC Ltd need to escalate an issue, QOREX will respond to NSC Ltd within an agreed time period (the exact response times will be agreed on a project by project basis). On agreement with NSC Ltd, QOREX support staff may communicate directly with end users if necessary to resolve an issue. 2.6 Service constraints Any service constraints will be agreed with the client and documented as part of the initial proposal phase so that all parties are aware of any such constraints prior to the start of the on-boarding.

17 2.7 Service levels Service levels would be agreed between QOREX, NSC Ltd and the client as part of the initial proposal phase and the necessary steps (both in terms of processes and technology) taken to ensure that the client s requirements can be met. This would include issue severity rating and response actions and timings. 2.8 Financial recompense for failure to meet service levels It is important to point out that QOREX and our technology partners aim to ensure maximum up-time of our systems and thus minimising disruption to our clients. The precise nature of any financial recompense model will vary depending on the nature of the service provided but may take the form of a money back guarantee, service credits or a reduction in renewal fees. Any such model would be agreed with the client during the initial proposal phase. 2.9 Training Typically two types of training would be used in the implementation of a QOREX instance. The first is hands on training where the Managing Consultant would work with selected client staff to populate the QOREX instance with client specific content. This activity takes place during the Pilot phase of the on-boarding activity and allows the client staff to get a good understanding of how the system works by using it to enter and review real content and administer the system. As a result, at the end of the Pilot phase, a number of client staff will already be up to speed with the system. Towards the end of the Pilot phase or at the start of the Deployment phase we would run a number of training sessions where we train the trainers. This would take the form of one or more formal training sessions using a combination of real and sample data where the audience is taken through all aspects of the system (population, reporting, administration, etc). In this way, at the start of the Deployment phase there is a body of experienced client staff who are able train and support new users Data restoration and service management As described above, all data is backed up every hour and can typically be restored in a matter of minutes. Hardware failures can also be resolved extremely quickly with a 1 hour SLA in place. Thus recovering from a hardware failure that results in the loss of all data would take no more than 1.5 hours with the restored data being, at worst one hour out of date.

18 2.11 Technical requirements As QOREX is a cloud based web service, the client need only provide the appropriate equipment and technology to allow users computers to access our servers. This includes: - Appropriate Internet connectivity and bandwidth; - Adequate browsers are installed on end user computers; - Ensuring that firewalls are configured as required to allow access to the QOREX servers; - Any other necessary hardware/software requirements are met Details of any trial service available We are able to offer a trial service at the client s request by providing a blank instance of QOREX. However, the benefits of QOREX to the client organisation are far more easily realised if the instance is populated with client specific data. We would therefore normally encourage the client to work with one of our consultants in populating the trial instance with real data to get a better feel for the benefits of QOREX. Any such trial system would be provided for a limited period. At the end of that period we would either progress to a full blown QOREX installation or terminate the trial at which point we would securely delete all data (both electronic and hardcopy).

19 3 Pricing structure QOREX public sector pricing is based on an annual licence per user per system module. All prices are in s and exclude VAT and expenses for consultancy support. A pre-requisite for QOREX is the Foundation module which includes the Strategic Planning and Performance Management modules. The Foundation module also provides the underlying QOREX platform, secure Cloud hosting, system configuration, role-based access, contact and organisation management. The following table sets out the annual licence costs for: 1. The Foundation Module (including Strategic Planning and Performance Management modules) 2. Portfolio, Programme and Project Management (PMO) and Benefits modules 3. Risk Assurance 4. Staff Appraisal and PDP 5. Document Management System 6. Interactive Mapping The table also sets out the number of training and consultancy support days for each bundle of user licences both for the Foundation module and then for each additional module purchased. For example; a 100 user licence for the Foundation and PMO modules would cost 50, ,000 = 60,000 per year and would include = 8 days consultancy and training support. QOREX Modules # User Foundation PMO Risk PDP DMS Map TOTAL SOLUTION Consultancy & Training Licences Strategy Benefits (all modules) Foundation Additional Performance Days Days 10 25,000 5,000 5,000 5,000 5,000 5,000 47, ,500 7,500 7,500 7,500 7,500 7,500 74, ,000 10,000 10,000 10,000 10,000 10,000 99, ,000 15,000 15,000 15,000 15,000 15, , ,000 21,000 21,000 21,000 21,000 21, , ,000 26,000 26,000 26,000 26,000 26, , ,000 30,000 30,000 30,000 30,000 30, , ,000 33,000 33,000 33,000 33,000 33, , ,000 35,000 35,000 35,000 35,000 35, , ,000 36,000 36,000 36,000 36,000 36, , ,000 36,000 36,000 36,000 36,000 36, , , ,000 35,000 35,000 35,000 35,000 35, , , ,000 60,000 60,000 60,000 60,000 60, , , ,000 75,000 75,000 75,000 75,000 75, , , ,000 80,000 80,000 80,000 80,000 80, , , ,500 87,500 87,500 87,500 87,500 87, ,

20 Strategy & architecture Business change Solution development & implementation Service management Procurement & management support Client interface Discounts are available for contracts of longer than one year of up to 10% depending on the duration and quantity of licences purchased. Day rates for additional consultancy support are set out in the following rate table: 1. Follow Assist Apply Enable Ensure/Advise Initiate/Influence Set Strategy/Inspire Senior Director level consultancy support rates are excluded from this rate table and would be agreed on a project by project basis. All prices are shown in GBP and exclude VAT and expenses. For more information please see pricing document.

21 4 General Neil Stevens Consulting Ltd is pleased to set out general terms of business. 4.1 Discussing your requirements Neil Stevens Consulting Ltd would be delighted to discuss your requirements directly in order to fully understand how we can best support you and add value in support of your strategic priorities. Interested parties should Neil Stevens on or call on or If required we can arrange for one of our experienced consultants to meet to discuss your needs in more detail and prepare a written proposal for your consideration. 4.2 Ordering and invoicing process Orders will be based on a written proposal from Neil Stevens Consulting Ltd which specifies the agreed Services and Prices. A Work Order will be completed and signed by both parties. Typically invoices will be raised monthly in arrears for consulting services, and annually in advance for purchases, licences and ongoing support and maintenance charges. Our pricing structure includes a number of discount opportunities which we would be very happy to discuss with potential clients prior to any order being placed. Full details are provided in the Prices documentation. Payment terms are 30 days from receipt of a valid VAT invoice. 4.3 Governance and delivery Neil Stevens Consulting Ltd. will nominate a client delivery director to take responsibility for delivery, and to act as an escalation point if required throughout the period of the contract. At the start of every contract an agreed reporting process will be established so that the client knows the status at any given time. Neil Stevens Consulting Ltd is highly experienced in the successful delivery of extremely challenging and complex programmes and is committed to developing and maintaining excellent communication to support effective delivery and value for every client.

22 4.4 Client responsibilities Each client is responsible for nominating a senior engagement lead for Neil Stevens Consulting Ltd to ensure delivery of appropriate outcomes and to agreed quality standards. They will also act as an escalation point in the event that client resources are not available as agreed during scoping phase. The Client will: a) co-operate with the Company in all matters relating to delivery of Services; b) to the extent that any Services are provided at its premises, be responsible (at its own cost) for preparing its premises for the provision of Services. This will include (but is not limited to): i. access to Client employees and premises; ii. iii. all electric power, lighting, heating and air conditioning at the Client promises reasonably required by the Consultant to deliver Services; office space readily available which is suitable for this purpose and the provision of normal office services including first aid, photocopying, telephone and facsimile services (but excluding any administration services other than those that are defined in the Work Order); c) provide the Company with such information as it may reasonably need concerning the Client s operations and answers to queries, decisions and approvals which may be reasonably necessary for the Consultant to deliver Services as agreed in the Work Order. The Client is responsible for ensuring that such information provided is accurate and complete; d) be responsible for the provision of any third-party software specified in the Agreement which may include purchase, licence and ongoing support and maintenance costs. 4.5 Confidentiality Neil Stevens Consulting Ltd is committed to ensuring that all client material is treated in the utmost confidentiality. We are aware that, as part of any client assignment, we may have access to highly sensitive data. In this respect we would be pleased to sign confidentiality agreements with clients as required.

23 4.6 Termination terms This agreement shall be effective from the Effective Date and shall continue in force until the parties have discharged all their obligations under it unless: a) this agreement terminates in the circumstances set out in clause 10.2; b) the Main Contract is terminated for any reason, in which case this agreement shall terminate immediately and automatically, without further action being necessary by the parties, and subject to all the rights of the parties accrued up to the date of termination; or c) this agreement is terminated by one of the parties under clause Without prejudice to any rights that have accrued under this agreement or any of its rights or remedies, either party may at any time terminate this agreement with immediate effect by giving written notice to the other party if: a) the other party fails to pay any amount due under this agreement on the due date for payment and remains in default not less than 30 days after being notified in writing to make such payment; b) the other party commits a material breach of any material term of this agreement (other than failure to pay any amounts due under this agreement) and (if such breach is remediable) fails to remedy that breach within a period of 14 days after being notified in writing to do so; c) the other party repeatedly breaches any of the terms of this agreement in such a manner as to reasonably justify the opinion that its conduct is inconsistent with it having the intention or ability to give effect to the terms of this agreement; d) the other party suspends, or threatens to suspend, payment of its debts or is unable to pay its debts as they fall due or admits inability to pay its debts or is deemed unable to pay its debts within the meaning of section 123 of the Insolvency Act 1986; e) the other party commences negotiations with all or any class of its creditors with a view to rescheduling any of its debts, or makes a proposal for or enters into any compromise or arrangement with its creditors other than (being a company) for the sole purpose of a scheme for a solvent amalgamation of that other party with one or more other companies or the solvent reconstruction of that other party.

24 4.7 Terms and conditions The full terms and conditions are provided in the Neil Stevens Consulting Ltd Terms and Conditions document and the G-Cloud Service 4 Framework Agreement.

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