G-Cloud Service Definition. Web Self Service for Cloud SaaS

Transcription

1 G-Cloud Service Definition Web Self Service for Cloud SaaS

2 Atos Web Self Service for Cloud SaaS Rapidly deployable cloud knowledge management system that understands language context and delivers automated contextual answers to customer and employee queries in a variety of business contexts. Benefits Atos Web Self Service for Cloud SaaS Lower support operating costs Significantly reduce operational support costs through increased service efficiency, including 18% increase in 1 st contact resolutions, 33% reduction in agent training effort and 20% reduction in online escalations. Improved customer experience Dramatically improve customer experience: Intelligent search delivers 2X improvement in online findability, dynamic FAQs improve usage of online self-service and embedded commerce offers blend the online experience from sales to service Increased productivity for customers, agents and administrators Customer enquiries result in rich multi-media answers rather than random online content, predictive search anticipates what agents might be looking for and advanced analytics provide real-time insight to optimize performance Simplicity of knowledge sharing across the enterprise Increasing the effectiveness of knowledge management through the provision of simple workflow for approvals, self-organizing content and ease of multi-media article creation. Hiding the complexities of enterprise knowledge management Centralised publishing for multi-brand support, SEO support for knowledge content, prebuilt industry sector libraries, seamless integration to corporate portals brand consistency, multilingual support and advanced analytics. True omni-channel solution across web/mobile/chat/crm/social Deliver enterprise knowledge seamlessly across multiple channels maintaining the consistency of experience and response that supports the channel agnostic engagement that today s customers and staff expect as a matter of course. ii

3 Service summary Atos provide the Transversal knowledge management system that understands language context and delivers automated contextual answers to customer queries; benefits include reduced unnecessary queries, improved consistency and quality of answers and provide insight into customer needs by analysing questions asked. Assisted channels such as web-chat and are optional. An API enables integration into existing systems if required. Solution delivery is via a SAAS cloud based model 24:7 and configured for 3 channels:- Human Resources Self-Service An employee and HR advisor facing HR knowledgebase designed to give employees understandable contextual answers to their everyday HR queries rather than asking them to read long policy documents. Employees can escalate unanswered queries by and AskHR s optional Case Management manages the problem resolution process and SLA management. Improves efficiency, reduces HR costs and improves employee engagement. Customer Self-Service Supporting Channel Migration the knowledgebase is configured to answer every day questions from citizens, encouraging self-service and eliminating the need to contact the organisation unnecessarily. The solution can navigate and link the citizen into processes other webpages if needed. It can be configured for the whole organisation or specific departments, with central or distributed department administration. Contact Centre Support A contact centre agent facing knowledgebase to support the Agents with fast contextual search and automatic trending content to enable fast and consistent response to customer queries. Enables content to be migrated from unwieldy corporate intranets into a much more intuitive knowledgebase structure with fast contextual search. Improves consistency and reduces call resolution times. iii

4 Who can benefit Atos Web Self Service will benefit any organisation that is looking to effectively address the challenges of knowledge management for customers, contact centres or the enterprise itself. The most common uses of the service are: Enabling citizen self-service Driving contact centre efficiency Delivering employee self-service. But it can be deployed to address any challenge that requires the delivery of fast, accurate and relevant answers. Organisations across the public, commercial and service sectors have all realised significant benefits through the adoption of this unique solution. iv

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6 Contents 1. Introduction Service summary Service overview Contractual commitment Backup/restore and disaster recovery On-boarding and Off-boarding Pricing Core product pricing Professional Services Service management Service constraints Service levels Support Hours Availability Incident Classification Financial recompense Training Ordering and invoicing process Termination terms By consumers (i.e. consumption) By the Supplier (removal of the G-Cloud Service) Data restoration / service migration Consumer responsibilities Technical requirements Trial service Appendices Appendix A Norwich City Council Appendix B - Mothercare Appendix C - John Lewis vi

7 1. Introduction Atos Web Self Service is a knowledge management platform that enables people to find things quickly and easily, regardless of the language they use. 1.1 Service summary Atos provide the Transversal knowledge management system that understands language context and delivers automated contextual answers to customer queries; benefits include reduced unnecessary queries, improve consistency and quality of answer and provide insight into customer needs by analysing questions asked. Assisted channels such as web-chat and are optional. An API enables integration into existing systems if required. Solution delivery is via a SAAS cloud based model 24:7 and configured for 3 channels:- Human Resources Self-Service An employee and HR advisor facing HR knowledgebase designed to give employees understandable contextual answers to their everyday HR queries rather than asking them to read long policy documents. Employees can escalate unanswered queries by and AskHR s optional Case Management manages the problem resolution process and SLA management. Improves efficiency, reduces HR costs and improves employee engagement. Customer Self-Service Supporting Channel Migration the knowledgebase is configured to answer every day questions from citizens, encouraging self-service and eliminating the need to contact the organisation unnecessarily. The solution can navigate and link the citizen into processes other webpages if needed. It can be configured for the whole organisation or specific departments, with central or distributed department administration. Contact Centre Support A contact centre agent facing knowledgebase to support the Agents with fast contextual search and automatic trending content to enable fast and consistent response to customer queries. Enables content to be migrated from unwieldy corporate intranets into a much more intuitive knowledgebase structure with fast contextual search. Improves consistency and reduces call resolution times. 1

8 2. Service overview The most common uses of the service are: Enabling citizen self-service Driving contact centre efficiency Delivering employee self-service. Using a core knowledge platform, Atos Web Self Service can deliver a variety of solutions, each with their own access point. An access point could be: a public website to assist with online self-service that also allows escalation of questions via and chat an app or An internal system to support call centre staff. To enhance the user experience and assist with channel management, several advanced features are available: Chat to allow contact centre staff to interact with people via a web site; An app; or An internal system to support call centre staff. Figure 1 High Level Design illustrating the different access points In Local Public Services, the Society of IT Managers (SOCITM) estimate that, the cost shift in the public sector from face-to-face ( 8.21), to telephone ( 3.21) and then to web ( 0.39) can create savings of up to 95%. The Atos Web Self Service product helps customers ensure that questions that can be answered online are actually answered online. Thereby ensuring that the more expensive phone and face to face channels are free for the types of query that require a phone call or meeting. 2

9 Important characteristics: A hosted self-service platform that helps customers maximise channel usage helping people who start online to complete their task online An advanced linguistic engine that ensures people can find content based on meaning rather than alphabetic text. For example, understanding that holiday, vacation, time off, time-off etc. all refer to annual leave Can be deployed to customer as well as contact centre staff Advanced capabilities (if needed) such as web chat. 3

10 3. Contractual commitment Atos is fully committed to protecting the Confidentiality, Integrity and Availability of consumer data that is entrusted to us. We provide accredited services to a wide range of UK government departments including the Home Office, Department of Work and Pensions, the Ministry of Defence, executive agencies, local authorities and other public sector and government regulated organisations. A number of our G-Cloud services have been formally accredited by the Pan Government Accreditor (PGA). We also serve many different private sector organisations, including financial services institutions and health services. Atos has a number of sites and facilities that are HMG accredited to process information at OFFICIAL, these sites meet or exceed the standards laid down in the Security Policy Framework (SPF). The Atos Data Centres are ISO27001 certified and PCI DSS certified. The Atos PaaS service has approval for connection to the PSN network. In all cases these facilities are hosted on-shore in the UK, managed by SC cleared staff and include secure office areas and secure data processing centres. In the financial services sector we provide services that meet FSA requirements. The PCI Security Standards Council and VISA Europe have classified Atos UK as a Level 1 Payment Services Provider, based on its aggregated level of Payment Card transactions. We have a company-wide strategic PCI DSS Compliance programme which defines methods and timescales for the achievement of compliance for all of Atos hosted customer accounts and support services, whose requirements include the processing of Payment Card information. Within the defence sector, Atos is approved to hold UK government OFFICIAL protectively marked information and has the capability and accreditation to host data and associated systems marked as SECRET or TOP SECRET. Atos uses customer networks for transmission where appropriate and is fully compliant with procedures relating to the manual handling of protectively marked information. 4

11 4. Backup/restore and disaster recovery The service is backed up automatically and provided on resilient infrastructure to provide the 99.5% service level. 5

12 5. On-boarding and Off-boarding On-boarding and off-boarding are simple processes. To get started, Atos will work with to establish the knowledge base and agree any branding / white labelling requirements. Once the service and access point is set up, enhancements to the knowledge base can be managed by a customer s staff. Taking the service live is merely a case of adding the appropriate links to existing web site(s). For off-boarding, Atos will provide one or more DVDs containing the knowledge base. 6

13 Additional Features & Products Access and usage options Employee Self Service Contact Centre Web Self Service 6. Pricing Pricing (excluding VAT) for the components of the solution are as follows: 6.1 Core product pricing Transversal Knowledge for Web Self Service (Web & Mobile) Mandatory (M) or Optional (O) Transversal Knowledge Application Licenses Session Banding up to 200,000 sessions per annum Session Banding up to 500,000 sessions per annum Session Banding up to 1,000,000 sessions per annum M Transversal Knowledge Core Platform 11,250 per annum 20,300 per annum 36,500 per annum M Sessions (unit price) pence per session pence per session 9.14 pence per session Mandatory (M) or Optional (O) M M Mandatory (M) or Optional (O) Transversal Knowledge Application Licenses Transversal Knowledge Core Platform Contact Centre Knowledgebase Agent / Advisor User Licenses Transversal Knowledge Application Licenses Transversal Knowledge for Contact Centres User Banding for up to 10 Agent users (minimum) User Banding for up to 100 users (minimum) User Banding for up to 250 users (minimum) 16,500 30,400 75, per Agent per month 35 per Agent per month 33 per Agent per month Transversal Enterprise (AskHR) User Banding for up to 1,000 users (minimum) User Banding for up to 5,000 users (minimum) User Banding for up to 10,000 users (minimum) M Transversal Core Enterprise Platform 8,100 per annum 15,400 per annum 23,100 per annum O O O O Per User Price (minimum bands apply) Transversal Knowledge Core Platform Extension License (i.e. Additional Enterprise Business Units etc.) Additional Access Point Licenses (min. 1 > no limit) Note: TVL Platform license comes with 1 Access Point. Web Chat 6.60 per user per annum 4.59 per user per annum 3.72 per user per annum Transversal Knowledge Additional Solutions, Features and Options 6,750 per annum 10,700 per annum 13,600 per annum 4,200 per annum (this charge is based on a single Access Point and the price band is for up to 3 Access Points.) (Pricing for >3 Access Points on request) Transversal provides Web Chat through selected and approved 3rd party suppliers which provide an integrated solution with Transversal Knowledge. Pricing subject to client requirements. O /Correspondence Management Licenses 342 per user license per annum for up to 10 users. Price banding for additional user licenses available on request (volume discounts apply). O Promotion Engine 7,500 per annum 11,900 per annum 15,100 per annum O Transversal Site Search 26,000 per annum 32,000 per annum 40,000 per annum Administration Licenses (min. O 1 > no limit) 1,710 per annum per administration user for up to 3 users. Price banding for >3 Admin users Note: TVL Platform license available on request (volume discounts apply). comes with 1 Administration License. O Additional Languages (English comes as standard) 4,275 per annum per language up to the first three languages, additional language volume discounts apply. Pricing available on request. O Transversal Vision Transversal makes available Pricing an API subject for access to client to all its requirements. standard knowledgebase functionality. This has been used for a wide variety of integrations into other contact center tools, such as SAP, Salesforce.com, Microsoft Dynamics, Genesys etc., as well as a range of web chat and social engagement tools. Additionally, the API has been used to integrate the O Transversal API knowledgebase in to public-facing websites where the site has been built by a third party whereby Transversal Knowledge capabilities are delivered through web content management systems. O Social Media Monitoring (Brandwatch OEM License) Base License Fee: Query Fee: 9,000 per annum for up to 10 queries per month. Price banding for other Base Licenses are available on request (volume discounts apply). 150 per query for up to 10 queries per month. Price banding for additional queries available on request (volume discounts apply). 6.2 Professional Services Professional services are provided at rates from the SFIA rate card. 7

14 7. Service management Atos Web Self Service is backed up by second and third line support. For second line support, a help desk will be provided with contact details so that issues can be logged. Issues will be tracked and resolved as per the Service Levels described above. 8

15 8. Service constraints Atos Web Self Service is intended to work with and alongside a customer s existing infrastructure (for example web sites etc.). The provision of those services and their supporting infrastructure is outside the scope of this service offering. 9

16 9. Service levels 9.1 Support Hours The following support hours are provided as part of the services detailed above: UK Standard Working Hours/Days Monday to Friday 09:00 to 17:30 excluding public holidays. 9.2 Availability Target service availability is 99.5% excluding scheduled maintenance. Scheduled Maintenance is completed between the hours of 10pm and 4am UK time, on the last Sunday of the month. Work is scheduled on a monthly basis, with one weeks notice given before any scheduled downtime. Urgent Scheduled Maintenance is completed between the hours of 10pm and 4am UK time and one day's notice is given to the Customer. Urgent Scheduled Maintenance is restricted to changes required to ensure continued security of the Services, minor software updates, important bug fixes, and other work deemed by the Company to be of critical importance. Major software changes, hardware changes or other changes deemed by the Company to have the possibility of causing disruption to the availability of the Services will only be performed during Scheduled Maintenance. 9.3 Incident Classification The following service levels and descriptions apply to Atos Web Self Service: Priority Level Impact Description Result Reporting Requirement P1 Critical System Down The Service cannot operate due to failure of the Atos provided software or hardware component in the Production environment. P2 Serious Major Disruption P3 Minor Minor Disruption The main software function of the Service operates but is disrupted (i.e. has an impact on the end result of the software) due to failure of the Atos software or hardware component. The main software function of the Service is disrupted, but the disruption is minor (i.e. has no immediate impact on the end result of the software) or disruption can be covered immediately by a workaround. For P1 incidents the Atos will provide an incident summary report within one working day. For P2 incidents the Atos will provide an incident summary report within two working days. Incident summary report at next Service Review meeting. 10

17 Priority Level Impact Description Result Reporting Requirement P4 Low Question / Request for Information / Administration Queries Question / Request for Information / Administration Queries. The following target resolution times shall apply for incidents: Priority Level Atos update to customer Incident summary report at next Service Review meeting. Time to restore service or find workaround solution P1 4 Working Hours 16 Working Hours P2 8 Working Hours 32 Working Hours P3 8 Working Hours 10 Standard Working Days P4 8 Working Hours 30 Standard Working Days 11

18 10. Financial recompense To minimise the cost to users, Atos does not provide service credits for use of the service. All Atos services are provided on a reasonable endeavours basis. Please refer to the Atos Supplier Terms. In accordance with the guidance within the GPS G-Cloud Framework Terms and Conditions, the Customer may terminate the Call-Off Agreement at any time, without cause, by giving at least thirty (30) Working Days prior notice in writing. The Call-Off Agreement terms and conditions and the Atos Supplier Terms will define the circumstances where a refund of any pre-paid service charges may be available. 12

19 11. Training Training in the use of the system and maintenance of the knowledge base can be provided as professional services at SFIA rate card rates as described in the pricing section above. 13

20 12. Ordering and invoicing process Ordering this product is a straightforward process. Please forward your requirements to the address GCloud@atos.net. We will prepare a quotation and agree that quotation with you, including any volume discounts that may be applicable. Once the quotation is agreed, we will issue you with the necessary documentation (as required by the G-Cloud Framework) and ask you to provide us with a purchase order. Once we have received your purchase order, the services will be configured to the requirements agreed. If you are a new customer, additional new supplier forms may need to be completed. Invoices will be issued to you and Shared Services (quoting the purchase order number) for the services procured. On a monthly basis, we will also complete the mandated management information reports to Government Procurement Services detailing the spend that you have placed with us. Cabinet Office publish a summary of this monthly management information at: 14

21 13. Termination terms 13.1 By consumers (i.e. consumption) Termination shall be in accordance with: The G-Cloud Framework terms and conditions Any terms agreed within the Call Off Agreement under section 10.2 of the Order Form (termination without cause) where the Government Procurement Service (GPS) guidance states At least thirty (30) Working Days in accordance with Clause CO-9.2 of the Call-Off Agreement Atos Supplier Terms for this Service as listed on the Digital Marketplace. For this specific service, by default Atos ask for at least thirty (30) Working Days prior written notice of termination as per the guidance within the GPS G-Cloud Framework Terms and Conditions By the Supplier (removal of the G-Cloud Service) Atos commits to continue to provide the service for the duration of the Call-Off Agreement subject to the terms and conditions of the G-Cloud Framework, the Call-Off Agreement and the Atos Supplier Terms. 15

22 14. Data restoration / service migration There are no specific data restoration or service migration issues over and above those detailed in the on-boarding / off-boarding section above. 16

23 15. Consumer responsibilities The customer will be responsible for developing and maintaining the knowledge base that underpins the service. 17

24 16. Technical requirements There are technical requirements for integration; however these are typically limited to inserting HTML links into your online service. As part of the implementation, we will map out with you any technical requirements that are necessary (e.g. contact centre integration). 18

25 17. Trial service We would welcome the opportunity for a practical demonstration of our capabilities. 19

26 18. Appendices Atos has partnered with Transversal for this knowledge management solution because of the excellence of the underlying technology. Attached are 3 case studies detailing the results that clients have achieved using Transversal. 20

27 Appendix A Norwich City Council Norwich City Council is the local authority for Norwich, providing services such as housing, planning and leisure facilities, serving over 132,000 residents and supporting more than 600 employees. The challenge Improve the speed, consistency and quality of responses to Norwich City Council employees and managers on questions relating to HR information and policies. Our solution Transversal s AskHR solution allows Norwich City Council to deliver high quality, consistent answers to employee questions 24 hours a day, 365 days a year, through internal web self-service. Key Benefits Timely distribution of corporate information. Improved consistency of information. Increased levels of employee engagement in self-service. Norwich City Council looks after a population of approximately 132,000 residents and is the fourth most densely populated local government district in the East of England. Rapid change at the City Council placed great demands on the HR service and the need to improve employee communication in a timely and consistent manner was recognized. One of the main challenges was to ensure that the language used in the content was appropriate for the audience, for example, that it did not use HRrelated jargon and complex legal vocabulary. Transversal s AskHR solution provided Norwich City Council with a way to effectively distribute a range of corporate information in a timely and consistent manner. By making council policy and procedure documents available online in a dynamic, bite-sized format, employees can search for information quickly and effectively. 21

28 Appendix B - Mothercare Mothercare Group s two iconic retail brands Mothercare and Early Learning Centre (ELC) are established specialist retailers in the UK, serving expectant mothers and parents of young children. Primary Challenges: After the acquisition, they needed to deliver brand consistency between inhouse and outsourced environment Managing 1000% contact increases in peak season - in about a 10 week period before Christmas, the contact centre team probably deal with 50% of the year s contacts in an extremely short space of time. They typically see a 10-fold increase 20% of contact centre agents are there for the full year and 80% are brought in as temps over the Christmas period. Secondary Challenges When Mothercare bought ELC the board strategy was to build a group that had the best of both worlds, they wanted Mothercare and ELC integration of 2 brands into 1 engine They wanted an integrated solution that would work as a central operating scheme but still maintain unique identities and tone of voice Cost reduction for in-house environment Integrating a multi-channel environment website, contact centre and stores. The speciality retailer worked with Transversal to improve knowledge management across its three key touch-points the Web, call-centres, and retail stores. Mothercare achieved improvements in costs, revenues, efficiency, customer satisfaction, and delivery of the brand promise through an improved customer experience by consolidating company knowledge into a single database with a natural language search interface Highlights of their solution: 40% reduction in s on day one. Only 1 in 10 customers would after Transversal launch 30% reduction in contact centre calls 80% first contact resolution New call centre staff are now capable of handling calls solo within four weeks of joining the company Currently thousands of searches are performed daily on the site, and the percentage of customers needing to escalate issues to a contact centre has been reduced to just 3.5%. 22

29 Appendix C - John Lewis John Lewis has always been a brand which embraced customer service and this is core in their success as a business. In recent years there has been an increased focus on growing the online business, and making the retailer giant a true multichannel business. It is focused on executing a multi-channel service strategy that will ensure customers continue to enjoy excellent service regardless of whether they are shopping in a department store, supermarket or online. In line with this multichannel expansion plan, it was also very important to match the service provided within their stores, with service in their online space. So the knowledgebase system that has been introduced with Transversal has been very important to get that balance of online service matched to the level within their branches. John Lewis has two established contact centres, in Manchester and Glasgow, which collectively has 1,000 partners handling 4.5 million calls a year. In 2011 they engaged Transversal, to introduce a system to share knowledge across its service operations. Immediate benefits of the solution include: Reduced contact ratios by approximately 20% Contained growth of costs vs. increase in the sales business Able to gain real insight into the voice of the online customer. 23

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