ediscovery G-Cloud V Service Definition Lot 4 SCS Contact us: Danielle Pratt Tel: G-Cloud@esynergy-solutions.co.

Transcription

1 ediscovery G-Cloud V Service Definition Lot 4 SCS Tender Validity Period: 120 days from 10/04/14 Contact us: Danielle Pratt G-Cloud@esynergy-solutions.co.uk

2 Contents About... 1 Specialist Cloud Services (SCS) Overview... 2 ediscovery Definition... 3 Service Management... 4 Service Levels... 5 Service Constraints... 6 Orders and Invoicing... 7 On-boarding and Off-Boarding Process... 8 Target Impact Level... 9 Financial Recompense Termination Terms Contact... 12

3 1. About esynergy is a leading provider of IT Consultancy Services operating within the Public Sector and Government and we are expertly placed to provide flexible solutions. has been established since 2001, and is a UK private limited company. We are based on Fenchurch Street, within the City of London, and have a workforce of circa 70 personnel. We provide expert resources, capabilities and services to the Private and Public sectors, which include central government. We understand the government s SME agenda and the benefits this will bring around intelligent supplier selection, effective supplier management, increased innovation and economic regeneration. has developed new approaches that align to this thinking and consequently the realisation of the aforementioned perceived benefits. 2. Information Management and Digital Continuity Information management and digital continuity is responsible for setting the strategy and approach to managing an organisation s information and assets. It includes setting the strategy and policy, developing information architecture, document management and data management. Digital continuity is responsible for the security, management, access and use of digital information which an organisation holds. 3. ediscovery Service Overview ediscovery is the process by which electronic data / formats are identified, preserved, collected, processed, reviewed and produced with the intent that they will be used as evidence in civil and criminal courts of law. ediscovery can range from accessing standard data formats (e.g. digital data and electronic documents including social media, texts, s and spreadsheets) to malware and computer programmes and is often provided through computer forensic specialists. Resourcing Services We can offer experienced resources in ediscovery and computer forensics including: - Forensic Data Analysts - Forensic System Analysts - Big Data Analysts - Forensic Investigators

4 Contact For more information please contact: Danielle Pratt We are experienced in the following sectors: Central Government Local Government Public Corporations Health Education Fire and Rescue Non Profit Organisations Utility Devolved Administrations Agencies Wider Public Sector Police & Security 4. Service Management To agree an appropriate level of service management, we propose to initially spend time on Client site to understand Client strategies, processes, business areas and work closely with key stakeholders as well as the senior management team to mirror internal business models as much as possible. To ensure quality and continuity of service we make use of our Associate Pool model, which allows us to fulfil rapid delivery times and maintain a trusted, highly skilled and highly capable on-site service. Our service can be briefed and performance managed; follow known methodologies and Best Practices to adhere to agreed standards. The service is accessed by agreeing a service definition with your dedicated esynergy Solutions Account Manager either face to face, or against a catalogue of predefined services we will develop with you. You will have access to a devoted Account Manager outside of standard office hours including a 2nd and 3rd point of contact should they be required. In addition, we are able to provide an on-site technical lead to manage the provision of the service. We can also recommend compiling a mutually agreeable list of KPIs that would support: Continuous improvement of the service provision

5 Identification and commendation of exceptional performance Timely identification of issues and resolution during the Project process The delivery of benefits We can offer Service Delivery Management to support our on-site resource. Our Service Delivery Managers (SDMs) are senior, high level experts in their technical field and have a history of delivering successful projects and programmes within central and local organisations. We have a select group of SDMs with a range of skills and expertise, whom we choose relevant to each project or programme. Depending on the scale of the work package, we are able to provide a full time SDM as on-site support or alternatively as an off-site function, with regular contact between our SDM, our on-site capability and the Client technical lead and/or stakeholders on a weekly/ fortnightly/ monthly basis. 5. Service Levels We operate a deliberately flat internal structure, giving our Clients direct access to key decision makers. This enables us to offer a responsive service that is scalable and flexible to meet the demand and variance of work volumes i.e. we can scale from one resource to a fully functional team. Our internal delivery capability can be mobilised at any time by your Account Manager who will assign the requirement to one of our Delivery Heads, responsible for their own niche technical disciplines. Collectively, our Delivery Heads and their teams offer the competency to fulfil the demands of a full service, and provision several teams at any given time. We operate a mixed delivery model where we are able to provide our trusted in house capability, combined with our associates to build proven teams who are expertly placed to deliver to work package requirements. This model is easily adapted to scale for small, medium and large project and programme requirements. To eliminate risk and ensure continuity of service, we have a High Priority Procedure in place that allows the mobilisation of all internal delivery teams at the same time. This ensures complete delivery on all mutually agreed requirements to be 48 hours. Our 48 hour turn around window will commence from 6pm of the day that we receive the requirement from the Client. 6. Service Constraints Although not yet formally certificated, is fully compliant with ISO 27001, to demonstrate that the company has addressed, implemented and controlled the security of its own, and its Client s data and information which satisfy the requirements of ISO/IEC recognises that obtaining a certificate from a third party certification body will provide comfort to customers, employees, trading partners and stakeholders safe in the knowledge that their management information and systems are secure; to

6 demonstrate credibility and trust. We are therefore currently actively seeking to formalise our approach by preparing for, and gaining, full certification. 7. Orders and Invoicing have a financial and payments team that complete all ordering, invoicing and administration. We are experienced in the processing of invoices within Government and Public Sector, therefore orders received through G-Cloud V framework would be handled in accordance with the terms set out by the framework agreement. Once the requirements of the Client have been established, we agree and implement a contract. The information we receive on the Call Off Contract from the Client drives the admin process for the service. Below are the most important details the Client needs to complete and include on the Call Off Contract: Term: Commencement Date / Expiry Date / Service requirements / number of working hours per day / overtime Principle Locations Standards: Quality Standards & Technical Standards On-boarding: Any specific background checks required for the resource delivering the service Customer Responsibilities: Customer responsibilities and Customer s equipment Payment: Payment method (BACS) / Preferred payment profile / invoice format Dispute Resolution Liability Insurance: Minimum Insurance period (12 months) Termination Audit and Access The Client will be required to provide receipt of the Call Off Schedule within 5 business days of the service being confirmed or before services commence on Client site. We also require a countersigned Call Off Schedule to be returned within 5 business days of a signed copy being sent to the customer. Alongside the agreement of the contract, we require a Purchase Order in preparation for invoicing of the agreed services. We are fully prepared to complete contract and screening processes within 24 hours if services are required to start immediately (commencement date for services to be agreed with Client). Our payment cycles are 30 days and rely on the submission of monthly timesheets from the resource delivering services to allow to invoice the Client. The Client will need to provide confirmation that the invoice has been received, provide remittance advice and make us aware of any issues with the invoice as soon as reasonably possible.

7 8. On Boarding and Off Boarding Process All of our associates can be screened in accordance with the HMG Baseline Personnel Security Standard (BPSS) check. use an external screening agency ( to carry out the entire screening including Identity and Right To Work Verification, Credit checks, Criminal Records Board checks, Academic and Professional Qualifications check and 3 years employment references. In addition the esynergy Contracts Department also obtains copies of all ID documentation, Right to Work and Proof of Address. The Contracts Department works closely with the external screening agent to ensure that all checks and references obtained are as comprehensive and accurate as possible. During the course of the service, the Account Manager will keep in touch with the Client and, should the service be extended for another period, the Contracts Department will again engage to process the extension paperwork and ensure all requirements are met to enable the continuous supply of services to the Client. When the Client notifies that services are no longer required, our Contracts Team will notify all resource in writing and arrange for all paperwork, s and information relating to the placement to be stored and filed correctly to ensure they are available for auditing purposes. All files are archived after 12 months from end of placement and remain available for retrieval for a further 5 years. 9. Target Impact Level (IL) This service does not hold formal accreditation, however our estimated IL for this service is IL4 (Confidential). We have experience in placing both SC and DV cleared associates to work within a variety of Government and Public sector projects at this level. 10. Financial Recompense If our service levels are not met or adhered to, customers shall refer to the Framework Agreement and standard Terms and Conditions to resolve any issues. 11. Termination Terms There are no additional terms aside from the Framework Agreement. esynergy Solutions standard Terms and Conditions can be found as a supporting document to this service. 12. Contact For more information please contact: Danielle Pratt G-Cloud@esynergy-solutions.co.uk