SAP Services. G-Cloud Service Description. Commercial in Confidence

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2 Founded in 1976, CGI is a global IT and business process services provider delivering high-quality business consulting, systems integration and outsourcing services. With 69,000 professionals in 40 countries, CGI has an industry-leading track record of on-time, on-budget projects, aligning our teams with clients business strategies to achieve top-to-bottom line results. PROPRIETARY AND CONFIDENTIAL The information contained in this document is confidential to CGI and/or CGI group companies. This document shall not be reproduced in any form or by any mechanical or electronic means, including electronic archival systems, without the prior written approval of CGI. By publishing this document on the CloudStore CGI has given its consent for it to be publicly available however CGI dos not consent to the information contained within the document being copied, modified or reproduced in anyway other than for the purpose of evaluating CGI s proposition as part of a Customer purchasing process. Please note that the reproduction or the distribution of this document for any other purpose is strictly forbidden. The receiving party may use this document and the information contained in it for the purpose of evaluating CGI s proposal only. This proposal proposition is subject to contract and shall not be binding unless and until execution by CGI and the contracting body of a final agreement in relation to the proposal, containing the terms and conditions that will govern the relationship between the parties. Any final agreement is conditional (inter alia) upon due diligence and customary business investigations where necessary by CGI. The results of such due diligence and/or investigations may impact upon content of this proposition this proposal, including the business structure, business terms and financial arrangements. If you have received this document by any means other than via the CloudStore, as part of a Customer evaluation process or as a CGI communication mistake note that the reading, the reproduction or the distribution of this document is strictly forbidden. You are hereby requested to inform us by telephone at and to return this document by special delivery marked for the attention of Simon Telfer. Except where indicated otherwise or where they are associated to CGI partners, all names, trademarks, logos and brands (registered or not) referred to in this document, are the property of a company in the CGI group or its licensors. The information in this proposal is submitted in September 2013, Issue 1 on behalf of CGI IT UK Limited. by the following authorised representative: Simon Telfer G-Cloud Programme Director CGI IT UK Limited Seventh Floor, Kings Place, 90 York Way, London, N1 9AG Tel: CGI IT UK Ltd 2 of 15

3 Foreword G-Cloud continues to evolve by introducing new suppliers, technologies and delivery models. At the same time, it is building the confidence of public sector agencies that they can buy and deploy ICT services and solutions more cheaply and flexibly. It also offers the framework within which suppliers, such as CGI, can invest in building the ICT services which are required to support policy, strategy and digital transformation agendas. Since our last G-Cloud submission we have made a number of investments to ensure these services are secure, flexible, and relevant to Cloud disciplines from the point of access through to service delivery. They are fundamental to our offering and they are: Secure Government Cloud (SGC) - our new platform to provide the flexible and commercially attractive IaaS which underpin our secure PaaS and SaaS propositions. Cyber - our UK Security Operations Cyber Centre will monitor network devices, host systems, endpoints and software services running within the Cloud for internal and external threats. Mobility fully managed secure and accreditable tablet solutions which use CESG architecture to enable efficiencies from transformation of work patterns. Service Desk we are the only supplier to possess five star accreditation from the Service Desk Institute as a result of our continued investment in training, tools and service capabilities. Service Integration and Management (SIAM) - enhanced service management capabilities to manage multi-sourced environments and provide seamless outcome based services to users. SME Accelerate our commitment and investment in the development of SMEs, including providing access to our service capabilities to build industrialised and scalable propositions. Open Source CGI global application developer toolkit and templates are based on open source. This will be offered as a SaaS for use across government and G-Cloud suppliers. Software as a Service our SaaS portfolio investment ranges from productivity and social collaboration platforms to enterprise solutions in payroll and back office processes. These investments combine the innovation of a leading provider of Cloud services to governments across the globe, with the surety of an ICT provider who has been at the heart of UK government for 40 years. Our propositions are described through the Cloud Service Catalogue as illustrated below, which outlines the completeness of our commitment and service accountability across market leading solutions from ourselves, SME community and partners such as Microsoft, Salesforce and Jive CGI IT UK Ltd 3 of 15

4 CGI delivery teams have embraced the principles of Cloud and are continuing to develop our propositions across all capabilities and technologies. Our ambition is epitomised in the e-carelogic SaaS where we have re-architected a complete integrated health solution to the secure Cloud, bringing the benefits of agility and utility pricing to a historically traditional integrated health record management market. We look forward to working with public sector customers and suppliers over the next months to develop these themes and strategies which have established G-Cloud as the most exciting, dynamic and accessible ICT framework across the globe CGI IT UK Ltd 4 of 15

5 Table of contents Table of contents Foreword 3 1 Overview 6 2 Information assurance 10 3 Backup/restore and Disaster Recovery 10 4 On-boarding and Off-boarding 11 5 Pricing 12 6 Ordering and invoicing process 13 7 Service management 13 8 Service constraints 13 9 Service Levels Training Termination terms Data restoration / service migration Consumer responsibilities Technical requirements Trial service CGI IT UK Ltd 5 of 15

6 Overview 1 Overview SAP produces market leading applications. Designed for all levels of the public sector, SAP solutions help public sector organisations fulfil service mandates, improve the quality of life for citizens, underpin significant transformation programmes and delivering savings. However, realising the benefits is highly dependent upon how they are integrated into the organisation. Whether you are implementing, upgrading, extending or outsourcing your SAP system, CGI provides you with the proven services, skills and expertise which enable you to maximise its value. As a global partner, CGI enjoys an extremely close working relationship with SAP. We have visibility of new developments and access to training and new solutions earlier than many other partners. As a result, we can advise you on SAP s plans and help you integrate them with your own. CGI have built upon SAP's software to develop the CGI Public Sector Framework - an integrated transformation and SAP implementation methodology with many accelerators tailored to the requirements of public sector organisations. CGI helps clients ensure the best return on their investments. With more than 500 dedicated experts; over 300 SAP implementations, including 30+ major upgrades; and hosting services for 35 organisations with over 60,000+ users across multiple releases, CGI has the experience clients need to maximize their SAP solutions and achieve cohesive operations that grow their business. CGI's SAP services allow our clients to optimise the benefits of their SAP landscape and investment. CGI provide full SAP lifecycle services for SAP applications and the underlying technologies and infrastructure. Through CGI s SAP Centre of Expertise (COE), we offer public sector ( and private) clients focused expertise through a committed and experienced SAP operational and technology management team. Through our active participation in SAP product development and other thought leadership activities, CGI keeps pace with SAP best practices and continuously evolves along with SAP software. Through our vast implementation and support experience, CGI has extensive hands-on knowledge of all mysap applications and NetWeaver technologies. Key offerings As an end-to-end services provider offering infrastructure services, application management, systems integration and consulting and business process services, CGI provides a full spectrum of services to support all of our clients SAP objectives and needs. Our key SAP offerings include: Application maintenance and support services to manage the day-to-day operations and maintenance of clients SAP environments, including minor enhancements, new functionality implementations, SAP NetWeaver and technology support (including BASIS), security, Java and ABAP services. Systems integration and consulting services covering all areas of the implementation lifecycle, from business needs assessment and blueprint development to module selection, configuration, implementation, upgrade planning and upgrades Business process outsourcing and engineering services to streamline operations and eliminate inefficiencies for clients that require customized business processes, data conversion and SAP coordination with existing systems and interfaces Project Management and Project Assurance - We provide project management services, as well as audit and assurance activities both on the projects where we are the implementation partner, and also as independent auditors. This can range from auditing the usage of SAP licences for a customer to a full audit of their implementation. Agile Project Management - We deliver projects using all methodologies. Increasingly, however we are helping our customer use Agile methodologies to deliver their implementations 2013 CGI IT UK Ltd 6 of 15

7 Overview SAP Training Services - We deliver bespoke on-site training services in all core modules Industry-focused, packaged solutions that comprise of preconfigured templates" that can be used by clients requiring less than 20 per cent of their pre-existing business processes to be configured and that result in rapid, low-cost implementations. The most relevant for the public sector are our public sector framework and local government framework that have been successfully deployed over 20 times in the UK public sector alone Our methodology Embedded within CGI s SAP delivery framework is the successful Public Sector Framework implementation methodology, which is built upon the AcceleratedSAP (ASAP) Roadmap, which is supported for R/3 installations and now enabled by SAP Solution Manager. Our project management methodology is fully aligned with the Project Management Institute PMBOK principles and is embedded into the CPMF, as is our formal risk management program, which is proven in the proactive identification and mitigation of project risks. CGI s SAP COE has a strong commitment to the on-going training and certification of its professionals, who are trained and certified in the latest solutions, such as SAP ERP, SAP CRM, SAP SCM, SAP SRM, SAP PLM, SAP Portals, SAP Business Objects, SAP HANA and SAP NetWeaver Business Process Platform. In addition, our ability to deliver is evidenced by our success with clients, from the small to the very large and across all major industry sectors, both public and private. The list of accreditations we have are as follows: SAP Global Services Partner Global SAP Hosting Partner Global Applications Management Partner SAP NetWeaver Partner Special Expertise Partners (country based) SAP Development Partner for SAP HCM SAP PartnerEdge Value Added Reseller SAP BusinessOne SAP PartnerEdge Value Added Reseller SAP BusinessObjects As an accredited Global SAP Services Partner, CGI has global SAP consulting capabilities and expertise that spans a wide range of industries. As a result, partnering with CGI gives customers the flexibility to choose the type of service they need to maximise the benefits of SAP for their organisation., Alliance Director, SAP UK and Ireland We can confirm that this proposition either delivers to or supports the principles of Cloud services, including NIST definitions and characteristics CGI IT UK Ltd 7 of 15

8 Overview 1.1 Core SAP services CGI can provide the following core services to existing or new SAP installations: Implementation Services Fixed price multi module implementation using our public sector and local government framework Any size and scale of projects where we will provide a full team of experience d consultants in all core SAP modules: SAP HANA; ECC (financials, materials management, HR and Payroll, production planning, sales and distribution); Business Objects; SAP Portal and self-service; Adobe interactive forms, SRM, VIM; SAP Mobile Platform; SAP CRM and BRIM Strategic Roadmap planning and execution Project Assurance services Licence audit services SAP Agile Project Management Support Services SAP upgrades SAP/Database Remote System Monitoring SAP BASIS System Administration Database Administration SAP Backup Management SAP Applications/Functional Support Services SAP Application and Kernel Maintenance SAP Performance, Tuning and Capacity SAP Security SAP Management and Reporting SAP System Refresh and Client Copies Disaster Recovery (DR) CGI will work directly with each client to develop an appropriate installation and support solution, which enables you to reduce cost, improve or maintain security and improve business processes. CGI has a tiered approach to managing vendors and SAP is one of three strategic alliances we manage on a full-time basis. CGI is a member of SAP s ecosystem as a Global Services Partner and Hosting Partner. In the UK we are also a SAP Channel Partner for SAP Business One. As an active member of the SAP developer community, we re always first with new services and technologies; and have developed products that have been formally certified by SAP as Powered by SAP NetWeaver. The enablement and implementation of our engagement model is facilitated by named full-time alliance managers in CGI and SAP. The appointment of executive sponsors in both organisations provides the opportunity to efficiently escalate issues that are not addressed through normal operational processes. All of this ensures that CGI can deliver effective SAP solutions for our clients CGI IT UK Ltd 8 of 15

9 Overview What differentiates us: We are renowned for high client satisfaction scores, an excellent project on-time, on-budget delivery track record and high SLA achievements for application lifecycle management services. See the numbers below CGI IT UK Ltd 9 of 15

10 Information assurance 2 Information assurance CGI uses our Management Foundation including our Integrated Management System (IMS) for information assurance. These IMS processes are independently certified to BS/EN/ISO 9001:2008 and within the UK we additionally have TickITplus certification. CGI is committed to retaining our current range of UK-based certifications and will extend these to meet client expectations as required. The CGI Management Foundation design allows incorporation of best practice from across all of our Public Sector and Commercial engagements. Our accreditations include: ISO9001, ISO27001 and ISO20000 TickITplus, CMMI-Dev+IPPD v1.2 Maturity Level 3 rating ISO/IEC 27001:2005 Audit and Certification SSAE 16/ISAE 3402 Attestation E.U. Data Protection Directive - (95/46/EC) All information is held at the appropriate security level for the service. Services can be provided at any level from IL0 to IL6. Information Principles for the UK Public Sector supported and documented? CGI recognises the UK Public Sector information principles which are fundamental to the efficient and effective delivery of public services. Where we store and manage government information in our G-Cloud services we aim to ensure that it is appropriately protected and available to exploit. Through this we would aim to maintain and, depending on the particular service purchased, enhance the quality of the information stored in a standard manner that enables its re-use. Where the selected services require it, we would engage positively both to support the buyer in the publication of public information and to support them in the access of information by citizens and business. Government ICT Strategy and Greening Government ICT Strategy supported and documented? The design and delivery of our Cloud-based SaaS offerings is consistent with the principles of the Greening Government ICT Strategy. Scalable, Cloud-based services allow pooling of capacity across multiple customers, reducing overall hardware requirements. These are further reduced through virtualisation, which has delivered up to a 90% reduction in server numbers and power consumption for some of our services. We select modern, energy efficient servers, storage and network hardware and have also invested heavily in improving the energy efficiency of our data centres. This includes initiatives such as free air cooling, aisle containment, power supply upgrades, lighting controls and power management and monitoring software. In the UK, electricity for our data centres is sourced from renewables, which is also the case for many of our third party hosting providers. We closely manage the impact of IT hardware throughout its lifecycle, aiming to optimise refresh cycles to balance in-use carbon savings of newer, more efficient hardware against the carbon impact of its manufacture. At end of life, we also ensure responsible disposal through resale or recycling of old hardware wherever possible. Our sustainability performance has won widespread recognition, including our listing on the Carbon Disclosure Leadership Index for four consecutive years and our certification under the Carbon Trust Standard. 3 Backup/restore and Disaster Recovery 2013 CGI IT UK Ltd 10 of 15

11 On-boarding and Off-boarding 4 On-boarding and Off-boarding 4.1 On-boarding CGI have proven and effective on and off boarding skills, tools and methodologies. We have successfully transitioned Public Sector clients onto Cloud infrastructures and services. For Infrastructure, Platform and Software requirements CGI have transition specialist who bring to bear considerable experience. The transition process is scalable and can be used for all sizes of on-boarding requirements. For Specialist Cloud Services, CGI will engage directly with the client to ensure the full scope of the requirements is understood and agreed in advance of any engagement. We will work with senior stakeholders to define the necessary business outcomes and ensure the services are aligned accordingly. For all services CGI understands the client's requirements and make on-boarding specific to these needs, using the experience, lessons learnt and methodology from many years of public sector transition experience. 4.2 Off-boarding Off-boarding is instigated by a client request or after expiration of the service agreement. Deletion of any data will occur in line with the service agreement. Any required data will be made available using appropriate media, in line with the data security classification. After client notification that data has been successfully recovered, CGI will purge and destroy client data from any computer or storage device or media that remains part of CGI's estate CGI IT UK Ltd 11 of 15

12 Pricing 5 Pricing Our SFIA rate card is available to all of the UK Public sector for the deployment of staff in the UK for ICT activities. This also includes rates management for consultancy. A typical rate for this service would be 721 per day. The rates are for CGI UK based staff only. Offshore resources can be utilised and requested if required. Rates for offshore resource will be supplied upon written request. The rates are for Time and Materials work. Where used for fixed price deliverables, adjustments may be necessary to take into account risks and other commercial aspects of the contract. All prices quotes are excluding VAT. The price is valid for a period of 12 months from the Effective Date of the Framework Agreement. CGI reserves the right to amend the charge after this period. Prices and Service Descriptions are subject to the G-Cloud IV Supplier Terms and Conditions. 5.1 Service specific pricing Specific options required by your organisation plus any customisations will be priced separately CGI IT UK Ltd 12 of 15

13 Ordering and invoicing process 6 Ordering and invoicing process Direct guidance from Government Digital Services (GDS) on the overall ordering and invoicing process for CloudStore can be found here in the G-Cloud Customer Zone: All CGI entries on CloudStore have a pre-agreed contract with Government to supply the service, thereby simplifying and streamlining the procurement process. A full copy of our standard terms and conditions can be found in the CloudStore next to our Service Description Document and these are applicable in conjunction with the GDS Framework Agreement and Call-Off Contract. Once you have selected the service you require and notified CGI, a CGI Client Account Director will contact you to progress the requirements. The Client Account Director will jointly agree with you the scope and price of the solution. Within the on-boarding we will set up the service and guide you through the necessary contractual steps and procedures. CGI will also supply you with the pre-agreed Management Information reports on the performance of the service and resolve any issues. The invoicing procedures will be established at the initiation of the service and CGI will request necessary information including: address details for the receiver of our invoices a purchase order number Specific billing requirements. CGI will provide a monthly invoice for all services purchased through the CloudStore which will detail the agreed price. Invoices are payable within 30 days. All ordering and invoicing for CGI services is via our proven and efficient procedures which have been used extensively for government frameworks. The process is standard across all of our CloudStore service propositions for maximum efficiency. For ordering CGI services, please contact your CGI Client Account Director or contact us via gcloud@cgi.com Service management Service constraints Service Levels Training 2013 CGI IT UK Ltd 13 of 15

14 Termination terms 11 Termination terms Given the nature of this service, we do not anticipate that the client should want to terminate the services, however, were this to be the case the terms of the G-Cloud IV supplier terms and conditions shall apply. 12 Not Applicable Data restoration / service migration Consumer responsibilities Technical requirements Trial service 2013 CGI IT UK Ltd 14 of 15