Kimble Applications Professional Service Automation (PSA): Service Description
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1 Kimble Applications Professional Service Automation (PSA): Service Description UK Public Sector departments are establishing professional service teams to develop and spread best practice and deliver reforms. Kimble helps those teams to develop, manage and understand their services and to improve service delivery to their customers. This document provides managers with an overview of the system. The contents will help identify whether and how Kimble can support operations and the financial and operational considerations to support decision making. Kimble is built on the secure force.com platform, and incorporates best practice features from the well-known salesforce.com CRM 1 cloud application. Our clients commonly run their Kimble application alongside their Salesforce application and there are options to suit every circumstance. Force.com is accredited at IL1/2 and enforces security standards on providers, such as Kimble, that publish applications on Salesforce s AppExchange. 1. Kimble satisfies common Public Sector business requirements Kimble has been built to satisfy many common requirements of modern public sector professional service teams. The following list applies to a variety of services, from regional NHS procurement advisory teams, to Central Government IT services: Ability to focus scarce resource to most significant outcomes Ability to model costs and margins of new and established services - from early negotiations to as-delivered. Embedding of best practice processes into your sales and delivery Automatically forecasting time and cost details and recording actual values Reducing period-close delays from weeks to a few days Cutting invoice generation delay to improve cash flow Automating resource and cash forecasts and management Managing a variety of delivery models (eg fixed price, Time & Material based, long term support services, benefit sharing) Simplifying complex expense management Streamlining the approval of timesheets, expenses, invoices, milestones. etc. Managing the optimum mix of employees and contractors 1 Customer Relationship Management
2 improving client management with a single view of all activity KPIs calculated automatically and in real time to support decision making and planning. 2. Kimble is fully featured Kimble has been developed to serve a range of professional services, from internal management advisory services to IT Services sold to other Departments, foreign nations as well as the private sector. Kimble was developed by a panel of managers with experience delivering consultancy and IT services. The Kimble solution enables professional services organisations to continuously improve their entire business. Kimble provides real-time diagnostics and benchmarking that allows business leaders to understand and remedy any underlying issues in their business. This holistic focus on business improvement, as opposed to just operational support or project delivery, is unique in the market today, and is essential for Professional Services organisations to improve the quality of their business and realise their strategic objectives. The entire Kimble solution is delivered as a cloud service allowing organisations fast, easy access to the Kimble tools and services needed to build a stronger, more efficient Professional Services business, without the risk and expense associated with traditional software. Whether you re in the office, on client site, on your mobile device or disconnected, Kimble can be accessed to improve your core processes and improve performance.. Kimble provides support for all functions of a Professional Services firm. The diagram below shows the holistic nature of the processes supported. 3. Whole life process and costs This section outlines the pertinent feature and costs of the Kimble Solution, including on-boarding, operating and off-boarding the application. Price tables will help you to budget and compare the Kimble solution. Copyright 2013 Kimble Applications Limited Page 2
3 a. Licences Kimble Licences are sold on a per user per month basis, with a minimum contract of 10 users and of 1 year. Licences are sold in multiples of 5 thereafter. G-Cloud iii Licence prices: b. Implementation Kimble offers implementation approaches tailored to the circumstances and experience of your team. These include Core Activities and Optional Activities: Consultant Profile: per user per month SuperUser Profile: per user per month Assumed Blended rate for typical organisation Core Activities Inception Phase Activities: Provision of Kimble into customer s environment Familiarisation demo to key project personnel Table 1: Licence costs per user per month Licenses are configured to provide access to different functionality and permissions. There are two major licence categories. The Consultant profile provides users access to timesheet and expenses and the ability to review assignments and submit experience and skills profiles. The SuperUser profile additionally provides access to all other functions such as sales, delivery, resource management, operations management and finance management. Kimble licences will also work alongside your existing Salesforce Enterprise licences (if you have them). Therefore users who are already processing CRM or sales opportunities for your PS team will also be able to process delivery, planning, financials, timesheets and so on. Salesforce Enterprise licenses are sold on the G-Cloud directly by Salesforce. Look for Force.com Enterprise Edition in the catalogue and s-press/pressreleases/2012/10/ jsp Elaboration Phase Activities: Advanced workshops covering Sales & Contracts; Resource and Delivery and Finance and Operations. Construction Phase Activities: Extensive Configuration reflecting output from workshops and Conference Room Pilots Extensive Conference Room Pilots, exercising the configured system using Business Scenarios provided by Customer Maintain and adjust existing client Salesforce Profiles, Related Lists Transition Phase Activities: Import Historic data UAT/OAT Support Table 2: List of activities for Core Implementation Core activities are those supported by Kimble at a fixed price. The amount of time required to deliver each activity varies with the complexity of your organisation and operations. Therefore the fixed price of the Core activity implementation depends on the complexity of your situation. As an indication, a simpler circumstance would feature: Copyright 2013 Kimble Applications Limited Page 3
4 Organisation experienced in its own business processes and the use of IT to deliver those processes Has expertise in managing IT implementation and change projects and key technical and business resources are available to manage and contribute to the project. Operations are relatively simple. Eg single business unit; single base location; simple delivery models (for example Time & Materials, Fixed Price ); no integration with other operational systems. Core Activity Implementation Core implementation for simple organisation Core implementation for complex organisation 6, , Table 3: Typical core activity implementation costs Your potential requirements for Optional activities depend on your technical, organisational and operational situation, as well as the skills that you may already have in your organisation. Common Optional Activities Common Optional Activities Define requirements and Integration with Finance (QuickBooks, Sage, Xero, MYOB) using Kimble Extension Package or Finance Integration (Generic invoice and expense export to CSV files, eg SAP) Effort (days) 1-2 Import Accounts and Contacts Support to Training Needs Analysis, Reviewing Course Material and Attendance or Delivery Copy Configuration from Sandbox to Production (if full-copy Sandbox available) Table 4: Common Optional Activities These optional activities are priced according to the anticipated duration, as indicated above. Optional Activity Implementation Price per day (or pro rata) Table 5: Optional activity implementation costs For example, the construction of a new Standard Report would cost 0.25 days x 960/day = 240. c. Installation Installation is carried out into your existing Salesforce Enterprise organisation, either Production or Sandbox. If you don t already have Salesforce CRM installed, we can advise on options. 4. Subcontractors Implementation is carried out by Kimble Applications Ltd, together with its approved specialist implementation partners. Report Generation (Standard Report). Additional fields, layout changes to existing Standard Report Report Generation (Complex Report). Requires new Report Type, formula etc New security profile generation Partners include:- Felber Consulting Ltd (felberc.com) Clarysys Ltd Impactive Ltd Westbrook Ltd Nimbus Applications Ltd Copyright 2013 Kimble Applications Limited Page 4
5 5. Onboarding onto Kimble If you are already operating a Salesforce Enterprise system, we can install the Kimble package directly into your organisation, ready for implementation. Kimble can be installed into your Production system or into a full Sandbox until the configuration has been tested. If you don t yet have Salesforce, we can advise on your options. Also you can refer to the Force.com Enterprise Edition entry in the G-Cloud catalogue for more information. Kimble and Salesforce s Force.com infrastructure facilitate onboarding through imports of fixed and transactional data from a variety of sources. Existing Salesforce users can continue to use their CRM account and contact data as before, whilst other packages can have data imported directly or with the help of CSV import wizards. Kimble can also provide templates to allow the import of other data such as resources, skills database, grading structures, and more advanced, optional historical data such as cost and invoice history. 6. Data transfer and extraction Complete Data transfer out of Kimble is always available to your authorised system administrators at any time. Downloads can be ordered ad-hoc or according to a pre-defined schedule. All Salesforce and Kimble managed objects including custom field data are available. Salesforce s Force.com infrastructure, including internal backup and redundancy obviates the need for backup per se. However customers can also incorporate download schedules into their own independent backup regime. In addition, all users (subject to their assigned security profiles) can download their day-to-day data in the form of CSV format reports. 7. Off-boarding from Kimble Accordingly, there are no specific offboarding costs as data transfer from the system is user-controlled. If you need to have your data in a particular, non-standard format, Kimble may be able to assist you at the standard daily rate (See Table 5: Optional activity implementation costs) 8. Uptime Current and the past month s uptime is always available at This address (well as log-in announcements) warn of upcoming maintenance windows, which generally take place at weekends or overnight. Kimble use the Force.com infrastructure for data processing and data storage. Salesforce infrastructure provides uptime that exceeds 99.9% and data access in less than 300 ms. (The actual user experience will depend on your organisation s configuration with respect to the internet connectivity.) 9. Kimble Upgrades Kimble provides major and minor updates that feature new functionality and to respond to requests from the user community. There are four to six major and minor upgrades each year that can require downtime of between 15 minutes and, exceptionally, three hours. Kimble Copyright 2013 Kimble Applications Limited Page 5
6 upgrades are carried out by agreement with each user organisation. Kimble maintain a roadmap plan of forthcoming developments that are shared with customers and users. Most are available, but not mandatory to all user organisations. Upgrades are included in the licence cost in Table 1: Licence costs per user per month. For example, recent upgrades included improved functionality for expense processing and control; ability to use multiple calendars (for example to support Saturday to Wednesday working weeks); ability to share best practice reporting and ability to maintain a number of projects together as a bundle (for example if you are supporting a programme). 10. Support a. Basic Support Basic support is included in the licence cost. Key user members of your staff will be provided with access to a support portal to raise and prioritise issues and requests. The portal also includes written and video guidance to resolve common and not so common issues and to configure additional functionality. The Key users are expected to provide a triage service to the rest of the user population providing 1 st line support to user queries. Response is within 48 hours. requirements. For example, to align with existing systems or to other existing support arrangements. 11. Platforms a. OS/Browsers Platforms are delivered over the Internet via a web browser (IE, Chrome, Safari, Firefox). No specific OS is necessary. b. Smartphones (incl offline) Kimble has published applications on the ios and Android apps market-places to augment Kimble timesheet and expenses functionality. The apps provide offline capability to enter timesheets and expense claims and then to synchronise to Kimble. The apps support the same controls and approvals processes as configured for the main Kimble browser version. Furthermore, Salesforce publish their own apps that provide off-line and portable access to your account and contact information. (In addition, Kimble publish free standalone versions of the apps for nonusers to process expenses.) 12. Accreditations a) Salesforce Force.com Salesforce s Force.com platform is accredited to IL1/2 and is run to ISO certification. b. Enhanced Support We have built our support system to dovetail to a variety of customer Copyright 2013 Kimble Applications Limited Page 6
7 b) Kimble Applications Kimble Applications are subject to Salesforce s technical and security review. See link: ty_review This review ensures that all apps that are available on Salesforce s AppExchange conform to their security standards, including IL1/2. Checks are conducted continuously, both automatic and manually. 13. Ordering and invoicing process If you wish to order initial or additional licences, this requires the completion of a simple one page order form. For existing Salesforce Enterprise systems, the Multi-currency option must be enabled by Salesforce. (A no-charge request to Salesforce.) Additional licences are ordered in multiples of five. All licenses run for one year. Licenses are provisioned by Salesforce (in respect of the underlying platform licence) and by Kimble and lead time can be one working day. There is no trial service, but we can provide a variety of demonstration sessions to help you judge suitability for your requirements. 14. Consumer responsibilities The following list is typical of your responsibilities during implementation and beyond. These items can be adapted through ordering optional implementation activities: Manage all project activities Manage all Business Change Management activities Ensure attendance by all appropriate personnel at the scheduled 3 workshops Drive prioritisation of configurable objects (reports, security profiles, approval rules and other configuration changes from the Standard Organization ) ensuring these can be completed within a 2 day time estimate Develop all training material and schedule/run training sessions Provide Business Scenarios for use at the CRP sufficient to use the CRP as the/a step in the overall acceptance process Enter all in-flight and pipeline opening engagement details such as PO cover, resource assignment manually using Kimble Provide a live Enterprise licensed environment with multi-currency enabled Optionally, provide a Full Copy Sandbox for development purposes refreshed from Live Organisation per instructions provided by Kimble Ensure sufficient Kimble licences are available to support their Acceptance Testing process Provide a SalesForce Super User familiar with any customisations made to Customer s SalesForce CRM environment Copyright 2013 Kimble Applications Limited Page 7
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