Website (Digital) & Mobile Optimisation. 10 April G-Cloud. service definitions

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1 Website (Digital) & Mobile Optimisation 10 April 2014 G-Cloud service definitions

2 TABLE OF CONTENTS Service Overview... 3 Business Need... 3 Our Approach... 4 Service Management... 5 Pricing... 5 Ordering and Invoicing... 5 Termination Terms... 5 Further Information... 6 Page 2

3 Service Overview Capgemini can offer Government a set of web and mobile channel services. Depending on individual needs, a key input to the offer would be the Digital Customer Experience (see separate G-Cloud offer) documents (customer vision, channel strategy, customer profile etc.). These documents would help shape the objectives for the website and mobile optimisation project by putting the citizen at the heart of the service. Furthermore they would help shape the requirements and user stories at the front end of design process. The Capgemini services may comprise one or more of the following key elements relating to web and mobile channel services: Web & Mobile Design. Web & Mobile App Build. Web & Mobile Optimisation (personalised, targeted, SEO). Digital Asset Management (DAM). Content Management. Master Data Strategy. Data Governance Strategy. Design Principles. Wireframe Designs. Online, Mobile and Social Web & Mobile Architecture. Web & Mobile Programme in a Box. Technology Solutions in the Cloud (Web, Mobile, DAM, PIM). Single View of Customer Programme in a Box. For the introduction of many of these services Capgemini is able to adopt an Agile methodology. The exact approach would be agreed in consultation with the client. Capgemini has experience of working with the following technology vendors: Radian 6, IBM, Microsoft, Oracle, SAP, Salesforce.com, HP, EMC, Badgeville, Bazaarvoice and Acquia. Business Need The business need for Website (Digital) & Mobile Optimisation is generally focused on the following key areas: Launch of new services/policy: a new service or policy will require supporting web and mobile site for activities ranging from provision of information to service delivery. Page 3

4 Improved customer experience: digital services must be easy to use and convenient so that citizens can use them where, when and how they choose. Through better citizen engagement and compliance, Government can maximise revenue, and reduce costs. Channel shift and cost reduction: improved online, self service and alternative service delivery approach, provide the opportunity to migrate citizens from more costly traditional service channels. The result is reduced cost of customer service, increased efficiency through self-serve and more channels available for citizen support. Improvement in security of each transaction: security of payment transactions is critical for the protection of Government reputation, and the adoption of services through digital channels. Capgemini offer transaction security services to address this business risk. Services consist of cyber web and mobile security management, incident response, analytics and protective monitoring. Capgemini has supported clients from across the private and public sector with website and mobile optimisation. Capgemini has experience in delivering Website (Digital) & Mobile Optimisation projects across both the public and private sectors. Our Approach The Capgemini approach for Website (Digital) & Mobile Optimisation can align to the lifecycle phase of the respective project. Whilst we can use either Agile or Waterfall delivery methodology, our preference is to use the Agile methodology, allowing iterative build and test. Our services can comprise one or more of the following: Design Identify desired customer experience through customer journey development, and map against the existing service of the organisation. Create business requirements and user stories which would then feed into the build phase. Outline a transformation roadmap, programme and business case for the design, build and implementation of an enhanced web & mobile customer service, including technology platforms, applications, processes, data, capabilities and branding. Review existing operating model and create Target Operating Model (TOM) for the new service. Build Following the Agile methodology, feed the requirements, which would be prioritised with user stories, into the product backlog for development by the Scrum Teams. Capgemini has functional experts within specialised web & mobile teams (Scrum Masters, Business Analysts, Product Owners, UX & UI design specialists, Developers, QA and testing) and solutions and technology experts specialising in security, search and performance optimisation, web and mobile platforms. These teams work in partnership with industry leading suppliers. Page 4

5 Implementation & Adoption Deploy the web or mobile service. Carry out communication and training activities to embed the new service and processes within the organisation. Capgemini may be able to provide temporary resource whilst the client sources the necessary skillset from the internal or external market. Optimise Capgemini can offer expertise in web and mobile optimisation services. These are relevant to both the initial Design phase and ongoing optimisation activities. The services can comprise audience analysis, conversion, analytics, usability testing and website and mobile behavioural analysis. The approach described above outlines generic components of a web or mobile optimisation project. Capgemini would collaborate closely with Government stakeholders to create a programme that meets their needs and objectives. Capgemini s experience in technology transformation programmes means that we have expertise across the range of these programme lifecycle activities. At the heart of our approach is the value we place in collaboration - working with Government stakeholders to enable the Design, Build and Adoption of the capability to have shared ownership, and therefore maximum impact. Service Management This service can be delivered as a defined project or on a day rate basis. Pricing This service is priced in accordance with the SFIA Rate Card attached. Capgemini can also provide offshore resources at reduced rates where appropriate. Projects can be priced either on a Time & Materials or Fixed Price basis, subject to negotiation. Ordering and Invoicing Please refer to the Supplier Terms for this service. Termination Terms Please refer to the Supplier Terms for this service. Page 5

6 Further Information For more information about any of our G-Cloud services, please contact Page 6

7 About Capgemini With more than 130,000 people in over 40 countries, Capgemini is one of the world's foremost providers of consulting, technology and outsourcing services. The Group reported 2013 global revenues of EUR 10.1 billion. Together with its clients, Capgemini creates and delivers business and technology solutions that fit their needs and drive the results they want. A deeply multicultural organisation, Capgemini has developed its own way of working, the Collaborative Business Experience TM, and draws on Rightshore, its worldwide delivery model. Rightshore is a trademark belonging to Capgemini. More information about our services, offices and research is available at The information contained in this presentation is proprietary and confidential. Rightshore is a trademark belonging to Capgemini Capgemini. All rights reserved.

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