KPMG Advisory Microsoft Dynamics CRM Advisory, Design & Delivery Services A KPMG Service for G-Cloud V April 2014
Table of Contents Service Definition Summary (What s the challenge?)... 3 Service Definition (What are we offering?)... 3 Approach (How do we deliver?)... 5 Benefits (How will it help you?)... 6 Inputs (What will we need from you?)... 6 Working together (How will you be involved and what will you learn?)... 6 Outcomes (What will you get?)... 7 Why KPMG?... 8 How to engage with us... 8 2014 KPMG LLP, a UK limited liability partnership, is a subsidiary of KPMG Europe LLP and a member firm of the KPMG network of independent member firms affiliated with KPMG International Cooperative (KPMG International), a Swiss entity. All rights reserved.
Service Definition Summary (What s the challenge?) KPMG offers a complete suite of advisory, governance, assessment and implementation services for the successful delivery and exploitation of a Microsoft Dynamics cloud provisioned CRM solution. Citizens are demanding that public sector organisations from front line services to central department, are capable of interacting with them in a coherent, unified manner. Successful exploitation of a cloud based CRM solution such as Dynamics CRM can help your organisation excel at managing interactions with citizens and ensuring that citizens receive a consistent service and experience. KPMG are aware of the challenges of realising the benefits of CRM in organisations, not just in terms of successfully unifying the many sources of citizen data you are likely to hold across your current IT landscape but also the added challenge of effective transition to a cloud based platform. We can support your organisation with key challenges from data discover and migration to on-boarding to the cloud platform and organisation transformation required to fully adopt the capabilities offered by Dynamics CRM. We offer a diverse range of experienced advisors, specialists and public sector specific solution templates to accelerate delivery to meet your challenges. Service Definition (What are we offering?) Microsoft Dynamics CRM is an Enterprise Customer Relationship Management platform solution that brings a generic balance among services, marketing, and communications. Supporting a holistic customer lifecycle requires integration between marketing, sales, and service. KPMG can help you to ensure that a CRM Suite like Microsoft Dynamics CRM fully enables this by providing a common toolset and customer information single view hub across the entire lifecycle. KPMG s Dynamics CRM implementation approach recognises that initiatives across marketing, communications and services need to be synchronised and harmonised with a focus on improving overall experience. We believe this can be achieved through the processes, workflows and technology that will underpin a successful Dynamics CRM deployment. KPMG can offer a wide range of services across the full breadth of the Microsoft Dynamics CRM project lifecycle. Our offering is based around 8 foundation services and we can work with you tailor our engagement to ensure it meets your specific needs which are summarised on the next page: 3
Design & Implementation We can deliver a full-lifecycle implementation of Dynamics CRM which will be designed to help implement and integrate Dynamics CRM with other products, technologies and legacy or 3rd party systems across your organisation. Requirements & Process Review The aim of the Requirements & Process Review offering is to identify and/or review requirements and selected business processes that should be in the scope of the Microsoft Dynamics implementation Requirements & Process Review Design and Implementation Fit Gap & Solution Blueprint Fit Gap & Solution Blueprint KPMG can help you to validate and understand the degree of fit of Dynamics CRM to your business and IT requirements. We can also help to identify the customisations required and provide an understanding of how Dynamics CRM will work in your particular environment. Programme & Project Management We will work with you to plan and manage a successful Dynamics CRM programme. From full software delivery lifecycle to implementation of a new industry function, our team of engagement and project managers can help ensure planning is undertaken with the requisite rigor. Programme & Project Management KPMG Services for Microsoft Dynamics CRM Upgrade Assessment & Technical Upgrade Upgrade Assessment & Technical Upgrade we can provides guidance to you when considering an upgrade of an existing implementation by assessing the current solution configuration, customisation, integrations, physical infrastructure, and architecture. We will help to determine the impact of a proposed upgrade and we can then go on carry out the required technical upgrade on your behalf. Health Check Assessment a proactive service aimed at delivering prescriptive problem identification and suggested resolution guidance for selected components of your Dynamics CRM implementation. We will work with you to uncover potential performance and application configuration risks and to provide recommendations for any identified issues. Health Check Assessment Strategy & Governance Assessment Design & Customisations Review Design & customisations review we can provide a sound and proven approach to deploying Dynamics CRM. Benefits of the design & customisation review include improved customisation to meet present and future needs and assurance around integration between your Dynamics CRM solution and existing cloud or traditionally provisioned systems. Independent Governance Strategy & Governance Assessment we can help you to define your strategy for business transformation. This will enable you to maximise value and the fastest RoI, whilst minimising risk. KPMG can define governance rules for the implementation that include defining management structures, key business owners, change authority, quality and test management. Independent Governance we offer independent programme assurance by acting as a conduit between you and your chosen systems integrator. Our professionals know how the elements of a Dynamics CRM implementation should be tackled and will facilitate constructive dialogue between yourselves and your System Integrator to ensure the most effective delivery. 4
Approach (How do we deliver?) KPMG works with clients across the globe to help define, manage, build and deliver industry leading Dynamics CRM solutions. We bring together experience from hundreds of organisations into core products and methods, aimed at driving material benefits. Our integrated approach can support you through the entire lifecycle from defining the initial strategy and vision, through to post-implementation support. D E FINE SCOPE & S TRATEGY HIGH LEVEL PROCESS & RACI MATRIX DETAILED SCOPE, PROCESSES & REQUIREMENTS ANALYSIS PRODUCT DESIGN, D E VELOPMENT & IMPLEMENTATION POST- IMPLEMENTATION & GO-LIVE SUPPORT MO NITOR & EVOLVE Reach a joint understanding of challenges and business needs Document and assess the Business Case Agree the Benefits Case and map benefits back to your overall Strategy and its Objectives Identify project scope, including processes and related deliverables Define Commercial Strategy Analyse and Define implementation Methodology and Options Detailed planning for future programme delivery phases Identify key process stakeholders across the business, IT, 3 rd Parties and Service Providers Work with stakeholders to document and agree high level processes and associated roles and responsibilities Document Acceptance Criteria and Key Performance Indicators Define decision making criteria, handover mechanisms and other detailed process content Identify and cater to any related process controls Cross-reference against Target Operating Model and supplier agreements Define and Detail Requirements Matrix Define project Scope and Key Milestones Design and Build Business Processes and ensure acceptance and sign-off by all stakeholders Define Change Management and communications approach Define escalation routes, governance schedule and reporting timelines Fit Gap Analysis and Solution Blueprint End User Training programmes Design Business Data Model and Build Information Interfaces Detailed design, development, testing and implementation Design and Build MI Reports and Dashboards Design and Perform Data Migration, Data Cleansing and Transformation. Design and Implement Integration with your LOB Systems and Interfaces. Detailed Testing against predefined test scripts Quality controls prior to end user testing Define Postimplementation support approach Role mapping and IT support Design and deliver System training and Knowledge Transfer workshops Facilitate internal team development, knowledge sharing and training activities Assess benefits case and measure project success Continuously monitor the performance of the system after GO-LIVE Improve business processes through activities like Fact 2 Value Hotfixes and evolve business process deployments CO MPLIANCE, QUALITY & RISK MANAGEMENT PROGRAMME DESIGN & GOVERNANCE PROGRAMME & PROJECT MANAGEMENT 5
Benefits (How will it help you?) Organisations of any size in the public sector need a solution that will give them a unified view of their customers, citizens, suppliers and vendors across the major interaction domains: customer service, service delivery as well as communications and marketing. CRM is the key to effective integration of processes and workflows across these domains and out via today s multitude of communication channels, creating a 360- degree view for your organisation and consistent and joined-up experience for citizens. With our advice and support we aim to enable you to deliver: Complete citizen relationship management from request for service through to post service support/aftercare ensuring improved service and manageability. Transparency of cost and value and improved predictability through clear definition of end to end services Improved perception of services due to ability to analyse and align services and communications more closely with citizen needs Automation of your CRM processes to make your organisation work more effectively Improved alignment of demand to focus investment in the right places and ensure services are available when they are needed Mobility to access citizen information out in the field with Dynamics CRM mobility applications such as multi browser accessibility and mobile phone & tablet apps Inputs (What will we need from you?) For KPMG to understand your CRM solution requirements and timescales required to deliver a successful engagement, please provide the following details; A project or programme brief Latest communications strategy (if explicable) Number of sites and estimated users Project high level requirements where possible List of legacy systems to replace or integrate and their usage (if any) Current data sources and interfaces High-level IT Infrastructure landscape Availability of senior stakeholders and decision makers Named internal staff to form part of our joint team Working together (How will you be involved and what will you learn?) Our collaborative way of working ensures that both knowledge and skills are transferred to and practiced by our engagement team. Through a deep knowledge of coaching and mentoring our team will be able to develop client staff whilst delivering the desired outcomes of the engagement. A joint team will be established and the KPMG team will be aligned to your own team. Initially your team will support KPMG in the planning, analysis as we facilitate workshops. Over a period of time the roles will reverse to allow your staff to practice techniques and gain experience. Towards the end of the engagement KPMG will be on hand to provide advice and support. At this stage of the project knowledge transfer should be complete allowing your staff to be self sufficient as far as possible in the support of the solution. In all our engagements we look to adopt a close partnership approach with your team from the outset to ensure the successful delivery of the programme. We will ensure that the knowledge transfer takes account of the various phases tailor training accordingly. 6
For key staff, individual knowledge transfer plans can be created to identify the skills that need to be transferred to the individual. The plan will be monitored throughout the life cycle of the project to ensure the correct level of progress is being maintained. As skills are transferred the plan would be updated and signed off by the individual involved to certify that the correct level of knowledge has been transferred. Outcomes (What will you get?) By working closely with our experienced team of professionals you can be assured of a well considered solution no matter how simple or complex the requirement. Our professionals will draw on not only their insight and experience with Microsoft Dynamics CRM within the public sector, but also the vast knowledge base from the KPMG global community to arrive at the right solution for you now, and in the future. From secondment to full solution implementation services you will always find the right people allocated to work with you to meet your expectations and requirements. The KPMG team can provide the following documents, services and tools throughout engagement lifecycle process. Health Check Assessment KPMG Services for Microsoft Dynamics CRM FIT GAP & Solution Blueprint Design, Test & Implementation Tools Installation Health Check Report Solution and Detailed Design Packages FIT and GAP Analysis Interactive Programme Portals Implementation and Project Dashboards Building Your Internal Capability Requirements & Process Reviews Governance Processes Training Management Plans Requirements Register & Detailed Processes Operating Policies 7
Why KPMG? KPMG s Dynamics team can help you navigate through the Microsoft Dynamics CRM implementation life-cycle. We know what it takes to make a CRM project a success and we have a successful track record of assisting Public Sector clients to leverage cloud provisioned technology to solve business problems. Our professionals combine extensive industry experience with technical and functional applications knowledge. Based on our proven experience and practical implementations, we have developed an extensive range of solution accelerators built on the Microsoft Dynamics platform and specifically targeting the Public Sector. This includes templates, tools, process documents, and industry examples. Our Microsoft Dynamics practice has the capability to deliver all aspects of the design and implementation of Dynamics CRM, from strategy to process design and technology configuration through to communications and change management. Our approach ensures best value for our customers by providing cost effective services utilising our experience and accelerators to jump start our clients in projects where starting from a blank page could have been time consuming and costly. With 22 locations nationwide, KPMG can engage locally with your team and stakeholders. KPMG understands the challenges faced by public sector organisations to evolve to align to the Digital Agenda and successfully adhere to the Cloud First strategy. We bring business and technology acumen to your Dynamics CRM initiative; our service emphasises farreaching analysis across each layer of your Dynamics CRM initiative from strategy through technology infrastructure. Our professionals combine extensive industry experience with technical and functional applications knowledge. Our approach is adaptable, i.e. we recognise that a particular organisation might not need a new technology but rather, for example, a change in the way data is structured. We can work with your colleagues to understand and present the best options. Our approach is scalable i.e. we can design and execute a standalone solution or develop a cross-enterprise view to support long-term, strategic development. We tap into a global network of 145 countries with local-market knowledge of business conditions and capabilities, along with data privacy and regulatory requirements that affect processes and information technology broadly. Our response to your challenges will come from the specific data and details of your organisation, carefully analysed. We know that there is no one size fits all solution but we bring our knowledge, experience and industry templates to help give your project a head start saving you effort, time and cost where applicable. How to engage with us Our pricing information and SFIA rate card are available to download from the same location as this document. If our offering fits with your initial requirements, or you have any questions, or would like to initiate discussions to engage with us, we look forward to hearing from you via uk-g-cloud@kpmg.co.uk We have also made available some of our latest Industry points of view, research and thought leadership as accompanying documents on CloudStore. 8
Contact us KPMG G-Cloud Services Team T +44 (0)207 694 8166 E uk-g-cloud@kpmg.co.uk www.kpmg.com 2014 KPMG LLP, a UK limited liability partnership, is a subsidiary of KPMG Europe LLP and a member firm of the KPMG network of independent member firms affiliated with KPMG International Cooperative (KPMG International), a Swiss entity. All rights reserved. The information contained herein is of a general nature and is not intended to address the circumstances of any particular individual or entity. Although we endeavour to provide accurate and timely information, there can be no guarantee that such information is accurate as of the date it is received or that it will continue to be accurate in the future. No one should act on such information without appropriate professional advice after a thorough examination of the particular situation. The KPMG name, logo and cutting through complexity are registered trademarks or trademarks of KPMG International. Produced by Create Graphics/Document number: CRT013368