CareFirst: Service Definition

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1 CareFirst: Service Definition Page 1 of 11

2 Contents 1. Service Overview Information Assurance Details of the level of backup/restore and disaster recovery that will be provided On-boarding and Off-boarding processes/scope etc Pricing Service management details Service constraints (e.g. maintenance windows, level of customisation permitted, schedule for deprecation of functionality/features etc.) Service Levels (e.g. performance, availability, support hours, severity definitions etc.) Financial recompense model for not meeting service levels Training Ordering and Invoicing Process Termination Terms By Consumer (i.e. consumption) By the Supplier (removal of the G-Cloud Service) Data restoration / service migration Consumer responsibilities Technical requirements (service dependencies and detailed technical interfaces, e.g. client side requirements, bandwidth/latency requirements etc.) Details of any trial service available Data Extraction and Removal Page 2 of 11

3 1. Service Overview CareFirst is one of the leading social care case management systems for adult and children's services, with the largest number of social work practitioners using the system. Our stable and proven solution has been selected by over 110 council departments and backed by over 20 years dedicated experience of social care. Committed to improving social care, a programme of continuous investment ensures that CareFirst delivers a flexible, secure, future-proofed solution for customers. CareFirst comprises a comprehensive suite of integrated modules covering the full spectrum of children's and adults services client groups. Optional modules allow CareFirst to be expanded with functions to meet the various needs of social care specialist functions, such as finance and document management. How CareFirst makes life easier Rich functionality: CareFirst provides the widest and deepest functionality of any case management system meaning everything can be managed and reported from in one central place. Flexibility - lowering ownership costs: We have built CareFirst with flexibility at its core. This allows CareFirst to be easily mapped to your processes. To assist our customers with ease of set up we offer a model office approach that can be tailored to their exact requirements. Ease of Use: CareFirst is designed for ease of use with integrated customisable workflow to support case management operations Finance: We have invested in a robust financial engine system which processes over 2bn of transactions processed annually through our financial engine Greening Government: ICT Strategy OLM support the Greening Government initiative. We are actively engaged in building products and infrastructure that increase access to scalable and low cost solutions allowing our partners to maximise server and storage utilisation. We are leaders in this regard as we have CLAS Consultants supporting local authorities to migrate onto the common PSN infrastructure to release environmental savings. Through an agile approach to product development OLM significantly reduce instances of project wastage by allowing our partners to test drive products at regular intervals before going live. We have developed a reputation for building market-leading products in partnership with Local Authorities using this successful sprint methodology. Page 3 of 11

4 2. Information Assurance We place the upmost importance on complying with the EU Data Protection Directives and the EU Data Protections regulations. We are pleased to confirm that our service is able to process and store information at IL3. We also support the governments Information Principles Strategy. Our products provide capabilities to capture, retrieve and re-use information in a way that supports efficiency, service improvement, citizen choice, value for money and innovation. 3. Details of the level of backup/restore and disaster recovery that will be provided Our services offering includes the provision for the backup of data and subsequent storage off-site. We provide the ability to mitigate a primary failure such as loss of a network or server component, an electrical or network outage through our Tier-3 data centre. 4. On-boarding and Off-boarding processes/scope etc. We provide a complete service for both on-boarding and off-boarding. Services include: Extraction and Migration of data from legacy systems Data tidy services Business process mapping Integration with 3rd party systems Regular reviews of solution benefits We are confident that the transition to our solution can be achieved quickly and easily through our specialist project teams. Page 4 of 11

5 5. Pricing Our CloudStore pricing includes all hardware, hosting, core software and core service provision necessary to implement and to operate the CareFirst service. The 39 per user / per month sample pricing is based on a 300 named user licence for CareFirst Case Management and CareFirst Finance for a minimum contract period of 24 months. Hosting and service provision for this offering includes our standard solution resilience and full support services extending across office hours. A number of optional software components are available to extend and enhance the capabilities of the service, including the CareConnect integration platform and Business Objects based enterprise management information tools. Hosting and service provision can be upgraded to include out of office hours cover (eg 24/7/365) and hardening of system resilience in line with client specific requirements for disaster recovery. Prices for larger or for smaller user counts, for optional software components and for upgraded hosting and support services can be provided on request. Service pricing does not include variable service provision elements such as data extraction, data migration, business consultancy and training roll out where the level of provision will depend on customer circumstances and preferences. Pricing for these optional services will be shaped to your individual requirements. Page 5 of 11

6 6. Service management details Included with our solution is access to our high quality service management teams. These include: Account Management Team: A dedicated team that are always available to ensure you are making the most of our solution. Support Desk: Raise support calls 24/7. Have access to a specialist team that can solve any number of questions you might have. Professional Services: Changing business process, want to take advantages of the latest features? Our Professional Services team will be on hand to help. User Groups: You can also take advantage of one of the largest user groups in the public sector. Regular meetings mean you are always up-to-date with the latest initiatives and can share best practice. You will also gain access to our online User Group portal and the extensive content published therein. 7. Service constraints (e.g. maintenance windows, level of customisation permitted, schedule for deprecation of functionality/features etc.) We supply solutions that are flexible to meet our customer s needs, we therefore place very few constraints on our customers. Maintenance arrangements for our customers are agreed on a case-by-case basis ensuring you have access to services when you need it. We also provide a number of functions that are customisable enabling you to setup our solution in line with your business process. In addition, we also make available a product roadmap that ensures you know the features that are coming out and when you can expect them. Page 6 of 11

7 8. Service Levels (e.g. performance, availability, support hours, severity definitions etc.) Our Support function is here to help you resolve any issues or questions you may have quickly and efficiently. The manned Support Desk is run Monday to Friday 8.30am-5.30pm (excludes bank holidays); with a further online Support Portal that is available 24/7. All calls are recorded via our Support Portal. First Line Support analysts will review the calls and provide a timely resolution. Where a resolution cannot be delivered at this initial stage the incident will be transferred to one of our dedicated support teams who specialise in our offerings from both the deployment and use perspectives. We acknowledge all calls within 30 minutes of them being raised. Upon receiving a call logged through the Support Portal it is immediately prioritised. Prioritisation is either 1,2,3,4-1 being the highest priority. Call priorities will be made with your agreement ensuring a transparent view of our service. Below are details of each priority level: Priority One Description: Failure of the solution in the production environment causing serious business impact Response: Commence reasonable endeavours to provide fix or workaround within 2 working hours Resolution: Reasonable endeavours to provide a fix within 8 working hours (one working day) Priority Two Description: Partial loss of the solution in the production environment causing serious business impact which affects 50% of the users or is causing data corruption. Response: Commence reasonable endeavours to provide a fix or workaround within 8 working hours (one working day) Resolution: Reasonable endeavours to provide a fix in the next maintenance release. Priority Three Description: Solution error that has a temporary workaround. Urgent request for advice that affects the critical path of solution implementation or is preventing use of the production the solution. Response: Reasonable endeavours to respond within 3 working days Resolution: Reasonable endeavours to provide fix in the next maintenance Priority Four Description: Minor error within solution that does not prevent the use of the solution. Response: Reasonable endeavours to respond within 10 working days Resolution: Reasonable endeavours to provide fix in the future maintenance release Page 7 of 11

8 9. Financial recompense model for not meeting service levels None. 10. Training Training for Everyone We believe in making life easier for everyone, it is this attitude that led us to develop an approach to training that helps everyone of all abilities get the most out of our solutions. We have many years experience of assisting customers to develop effective training strategies and an extensive catalogue of training materials covering all aspects of training from business process through to system input and data analysis. Everyone has different learning styles, require skill development in different areas and with that in mind we have developed a number of training interventions and support tools to provide customers with a blended training strategy that can meet everyone s requirements. We offer the following approaches to delivery of training and support: Classroom Workshops Webinars Train the Trainer Business Process - Best Practice Our focus is not only on helping your staff use our solution, but also on helping them understand how this fits in with their best practices, local business processes and how the solution can be used to record, retrieve and analyse information. We believe that our approach to training will ensure your workforce has the knowledge and skills they need now, with the tools and support to ensure, they are always up-to-date in the future. Page 8 of 11

9 11. Ordering and Invoicing Process Contact Chris Rose on Termination Terms 12.1 By Consumer (i.e. consumption) Not within 24 months By the Supplier (removal of the G-Cloud Service) Material breach. Page 9 of 11

10 13. Data restoration / service migration We have extensive experience of extracting and migrating data from a wide range of legacy systems into our solutions. We work with our customers on a case-by-case basis. Services that we provide include: Extraction and Migration of data from legacy systems Data tidy services Business process mapping Integration with 3rd party systems Regular reviews of solution benefits We are confident that the move to our solution can be achieved quickly and easily through our specialist project teams. We will also work with customers to ensure they can retrieve their data from our solutions in pre-agreed formats. 14. Consumer responsibilities Choosing our service through CloudStore means that you can be sure you are receiving the best available solution but delivered through a mechanism that minimises your service management responsibilities enabling you to focus on effective use of our solution rather than on it s management. During implementation we will work with you to ensure the solution is configured in line with your internal business processes. Once the intial service setup is complete you will be able to start using our solution but will have the ability adjust aspects of the configuration as your requirements evolve. 15. Technical requirements (service dependencies and detailed technical interfaces, e.g. client side requirements, bandwidth/latency requirements etc.) We use our Technical Transition Service to assess the size and configuration of each customer solution allowing us to allocate appropriate resources within our hosting centre. Work is carried out in collaboration with our customer to ensure that the infrastructure provision meets the level of service required. Page 10 of 11

11 16. Details of any trial service available We are keen for our customers to gain a complete understanding of our solutions prior to commencing with any service. Therefore as part of our engagement with you we can provide: Demonstrations One-to-One or One-to-Many product workshops Site visits to see the solutions in action 17. Data Extraction and Removal We support a wide range of data standards within our solution. This enables us to commit to returning all customer generated data. We will work with our customers to agree the information to be extracted and the formats available. Prices for data extraction would be agreed on a case-by-case basis. We are happy to confirm that we will purge and destroy (as defined in security accreditation for different ILs) consumer data from any computers, storage devices and storage media that we will retain following the subscription period and subsequent extraction of consumer data, if requested by the consumer). Page 11 of 11

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