Strategic Assessment on Customer Data

Transcription

1 Strategic Assessment on Customer Data G-Cloud Service Definition 2013 CGI IT UK Limited All rights reserved September Seventh Floor, Kings Place, 90 York Way, London, N1 9AG

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, on behalf of CGI 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 16

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 16

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 16

5 Table of contents Foreword 3 1 Overview 6 2 Information assurance 9 3 Backup/restore and Disaster Recovery 9 4 On-boarding and Off-boarding 10 5 Pricing 11 6 Ordering and invoicing process 12 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 16

6 1 Overview Many organisations recognise that their view and understanding of customers / users / citizens is fragmented and difficult to exploit for marketing, insight or the tailoring of services to meet their needs. This can lead to inefficient and ineffective decision-making when engaging with both new and existing customers and stakeholders. CGI empowers your organisation with a single view of customers, delivering functionality and capability to use this single view to drive increased customer value through strategic and tactical marketing programmes and product or service development activities. Data consultancy is a core capability for CGI. Our clients consider accurate, non-redundant and useful data to be a critical element of their organisational success and have engaged with us to ensure both competitive advantage and organisational improvement through our expertise, tools and methods. For example: For a global media organisation in the financial sector, CGI delivered a Data Maturity Assessment as a critical input to a review of that organisation's marketing capabilities. This work involved the identification, analysis and usability assessment of all data that may be appropriate to support the development of a new comprehensive multi-channel marketing capability. This would exploit new digital channels and social media alongside traditional print media and communications channels. Understanding what data was available and how it could be integrated and used to support the required marketing capabilities and processes was core to the creation of a robust business case for the programme, whilst supporting solution design and data enhancement requirements. For a global oil and gas company, CGI delivered a Data Maturity Assessment as part of a global infrastructure project. The objectives of this work were to identify key behavioural triggers in customer account transactional activity and trends in usage, as a basis for the identification, development of new automated account management processes. Deployment of these automated triggers would then support enhanced efficiency and effectiveness of Customer Retention, Servicing and Cross Selling programmes. As illustrated by these examples, understanding a client organisation's current customer data and process flows and an analysis against best practice, provides a clear roadmap for realising potential Customer Experience goals. Applying our Strategic Information Management Assessments (SIMA) in the Public Sector CGI s Customer Experience practice, part of our Digital Enterprise service area of over 40 experienced consultants, offers several SIMA propositions which enable public sector organisations to expand and better service their stakeholder's needs. We help organisations increase efficiency and effectiveness in 'stakeholder management and communication' thereby fostering stronger engagement and enabling faster response to the perpetually evolving needs of their communities. These assessments help organisations to better understand your stakeholder communities through: advanced analysis and segmentation, providing recommendations on the design and implementation of processes and technologies to serve stakeholder segments. identifying opportunities to integrate and exploit new media, devices and technologies, reducing the cost-to-serve and improving two-way communication. delivering analytics and insight to support effective decision-making, using tools and data assets in new and innovative ways and aligning delivery through on premise or Cloud-based ecosystems CGI IT UK Ltd 6 of 16

7 Specifically, on data and data management, we empower organisations who continue to struggle with a fragmented, often silo oriented, data infrastructures, which foster inefficient and ineffective decisionmaking when engaging with both new and existing customers. Effective Data Management, especially with the proliferation of the digital world, is a fundamental building block for value creation; managing it effectively, in line with strategic business goals, is essential for effective stakeholder management and service. This service can be a valuable pre-requisite to the adoption of Cloud-based customer experience management solutions or social media channels, but it has broader applicability too. CGI delivers this understanding using our Strategic Information Management Assessment (SIMA) framework. This is a bespoke consulting offering on data maturity based on a standard framework, that leverages our deep understanding of technology, data management, data regulation and industry expertise to support you in creating value for you organisation and your stakeholders. It specifically seeks to identify opportunities for the use of Cloud and mid-sourcing architectures.. Additionally, leveraging new technologies which facilitate rapid delivery, consolidation and access to data from multiple sources and legacy environments, thereby delivering rapid proof of concepts, test environments and full technical implementations.. Our SIMA proposition comprises a consultancy engagement designed to provide a comprehensive assessment of your data management capabilities. The engagement typically includes: Two 3-hour initial interview sessions with a senior executive from your organisation to understand your vision and strategic objectives. A Discovery phase comprised of a series of workshops with key operational process owners and data stewards from your business. The output of these discovery workshops will be documented business processes and data sources that support your customer-focused business operations. An 'Analysis phase that evaluates how your data is captured, secured, monitored and governed with a view to maximising your Customer Experience programme. An optional 'Data Discovery, Interrogation and Evaluation' phase were your data is analysed to assess its usability for the achievement of certain business goals and priorities. We will provide you with clear recommendations and a change roadmap for transforming your organisation s effectiveness and efficiency with regard to data management and usage as a core capability in driving enhanced Customer Experience. These recommendations will highlight specific quantifiable benefits, For example: for a global financial services media organisation, our data maturity assessment identified numerous options within the customer data for new marketing communication programmes both for retention and cross selling activities, each of which had the potential to generate uplift in revenues of multimillion 's. The output of these discovery workshops will be documented including our findings across data sources, quality, governance, options for improvement and enhancement (including the possible use of external data source), benefit opportunities from enhanced data management capabilities and examples of best practice. The output from our SIMA framework is a final written report and presentation detailing key competitive areas of strength, as well as a roadmap of change for an enhanced data management capability that serves your vision CGI IT UK Ltd 7 of 16

8 How we engage with our clients We work closely with our clients to understand their strategic goals. We help them develop their data management capabilities and infrastructures, leveraging external data as appropriate, thereby aligning their data to the business and the needs and expectations of their stakeholders. Typically, this will mean working with senior and knowledgeable personnel in our client organisations who work across: Customer and Stakeholder Service and Sales functions; Marketing functions; Business Intelligence and Management Information functions; Data Management functions and other departments and functions as identified and appropriate to specific organisations and businesses. Our resources and technologies: Our resources are drawn from across a wide spectrum, including consultancies and systems integration organisations, private and public sector "client side" organisations, software suppliers, specialist data management and business intelligence bureau, marketing organisation, social enterprises and agencies. For example: Our team, comprises over 40 consultants in the UK and encompasses a breadth of experience. Below is an example other typical quality of our resources. These also include digital consultants experienced in knowledge and content management solutions, collaboration and social media and web and internet development. Example Consultant: Over twenty years experience in CRM and database marketing. Roles / organisations include Head of Database Marketing at a large financial services organisation. Additionally eleven years as a consultant and subject matter expert working for some of the largest global systems integrators and several years managing the data management and CRM functions for a large marketing agency and data bureau. CGI has established a key partnerships with some of the leading creative, analytic and CRM Cloud platform companies to deliver and promote our services and meet our client requirements, including Salesforce.com, Microsoft, Adobe, Neolane, IBM, SAS, Tableau, Qliktech and Experian. 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 8 of 16

9 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 Not applicable Backup/restore and Disaster Recovery 2013 CGI IT UK Ltd 9 of 16

10 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 10 of 16

11 5 Pricing In planning each Strategic Information Management Assessment (SIMA) we discuss and agree the exact scope with our client, as no project is exactly similar. From our experience there is always a specific focus or requirement that needs to be considered that is peculiar to a specific organisation, its sphere of operation, its strategy and its business goals. Typically, a Data Maturity Assessment will involve two full time resources for a period of between three and six weeks. Depending on the exact scope and the nature of the work, we will normally draw on Business Consulting resources at Grades BC3 (Technical Lead Consultant), BC4 (Senior Consultant) and BC5 (Subject Matter Lead Consultant). Our standard daily rate card for these resources is detailed as follows: Grade Role SFIA Daily Fee Rate ( per day) - Management Consultancy BC3 Senior Consultant / Technical Lead Consultant 928 BC4 Business Consulting Manager 1,011 BC5 Business Consulting Senior Manager / Subject Matter Lead Expert 1,135 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. Prices for a specific SIMA are valid for a period of 12 months from the Effective Date of any Framework Agreement or Consultancy Services Agreement. CGI reserves the right to amend the charge after this period. Specific options required by your organisation plus any customisations will be priced separately CGI IT UK Ltd 11 of 16

12 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 CGI IT UK Ltd 12 of 16

13 7 Service Management The overall accountability for the relationship with the customer lies with CGI s Executive Sponsor and CGI Account Manager and they provide strategic governance to the service working closely with the customer's Senior Executive team. The purpose of this team is to ensure that the relationship is healthy, the service is delivering, the governance model is working, and best practice is being applied.. 8 Not applicable. 9 Not applicable. 10 Not applicable. Service constraints Service Levels Training 2013 CGI IT UK Ltd 13 of 16

14 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 2013 CGI IT UK Ltd 14 of 16

15 13 Consumer responsibilities We would recommend the following for optimal delivery of this service: Access and availability of senior management to present your strategy, vision and objectives, Access and availability of relevant resources in workshops to discuss operational capability against the strategy, Permissions to access your data systems, business processes and output for analysis purposes (CGI will ensure the necessary security clearance for any consultants working with sensitive information), Availability of your staff to support us during the analysis with any ad-hoc queries we may have, When working on government or other public sector organisation premises, CGI will require reasonable working space for its consultants and their work materials (e.g. desks, meeting rooms, power sockets for laptops, means to access the Internet, etc.). 14 Not Applicable. Technical requirements 15 Not Applicable. Trial service 2013 CGI IT UK Ltd 15 of 16

16 2013 CGI IT UK Limited All rights reserved September 2013 Seventh Floor, Kings Place, 90 York Way, London, N1 9AG