SFW CRM for Stakeholders - MS Dynamics CRM

SFW CRM for Stakeholders MS Dynamics CRM Service Definition SFW Reference: Version: 5.0 Date 03/04/14 SFW Limited Southern House Station Approach Woking GU22 7UY www.sfwltd.co.uk Page 1 of 13

1 Service Overview 1.1 Service Definition Good stakeholder relationship management is vital for public sector organisations looking to engage more effectively with citizens. The challenge for the public sector is to transform stakeholder management processes to comply with Government Digital requirements and find ways to adapt customer relationship management systems that were built for private sector needs. Public sector organisations need a single organisation wide CRM system that identifies key stakeholders, and records all related interactions and correspondence. A single, coherent view of internal and external stakeholders results in reduced duplication of effort and increased effectiveness in stakeholder interaction through targeted communication. SFW have worked with a number of government agencies on adapting MS Dynamics CRM 2011 Sales and Marketing modules to deliver the following benefits to their stakeholder relationships: More effective stakeholder interaction: SFW CRM for Stakeholders gives an organisation wide view of all interactions with a stakeholder, including all emails, phone calls, and correspondence with date and outcome. Improved stakeholder communications: CRM for Stakeholders can dynamically build stakeholder lists that are based on specified criteria such as interest or policy area, to generate targeted e- mails or mail merge documents. Augmented knowledge sharing: integration with SharePoint for uploading and storing stakeholder related documents. Better stakeholder information: a centralised database of contacts that can map complex stakeholder relationships and track commitments to external stakeholders. Improved efficiency: users can assign activities related to a specific stakeholder to a team member and set up reminders for follow up activities using customised workflows. SFW deliver CRM for Stakeholders as Software as a Service, priced per user per month using cloud infrastructure. The core service offering includes: Dashboards and reports SFW CRM for Stakeholders base configuration Security model (one Business Unit and default user roles) Integration with MS Outlook 2010 using CRM client (free download) Online help files Customers can then optionally choose from 3 implementation packages if additional features and configuration is required: Page 2 of 13

Bronze Simple Start-Up Pack (25 days) The Simple Start-Up Pack is design for organisations looking to provide a proof of concept or a CRM for Stakeholders implementation with minimal configuration. The pack is based on a number of day s implementation. The exact scope of the engagement will be tailored to a client but would typically be used to deliver: 5 customised workflows to support key business processes 1 predefined data view and 1 dashboard to easily access core data Silver Starter Pack (50 days) The Starter Pack is designed for small organisations with simple requirements. The pack is based on a number of day s implementation. The exact scope of the engagement will be tailored to a client but would typically be used to deliver: 10 customised workflows to support key business processes 3 predefined data views and 1 dashboard to easily access core data 0.5 days training Gold Accelerator Pack (100 days) The Accelerator Pack is designed for medium organisations with specific stakeholder goals. The pack is based on a number of day s implementation. The exact scope of the engagement will be tailored to a client but would typically be used to deliver: 20 Customised workflows 7 data views & 3 dashboards 5 custom management reports Organisation/Contact customisation Business Unit/User Role configuration Mail merge functionality with 3 rd Party plug in DocumentCorePack (10 templates) 1 days training Page 3 of 13

Platinum Advanced Pack (200 days) The Advanced Pack is designed for medium organisations with general stakeholder engagement requirements or larger organisations with specific stakeholder goals. The pack is based on a number of day s implementation. The exact scope of the engagement will be tailored to a client but would typically be used to deliver: 60 Customised workflows 10 data views & 6 dashboards 10 custom management reports Organisation/Contact customisation Mailmerge functionality with DocumentCorePack Requirements analysis for integration 3rd party systems Requirements analysis data migration Business Unit/user role configuration 2 days training 1.2 Government ICT Strategy 1.2.1 GDS Core Principles This software as a service takes into consideration the GDS core principles including putting users first and learning from the journey. 1.2.2 ICT Strategy This software as a service solution complies with the Government ICT Strategy to deliver better public services for less. Using a cloud model, Government departments only pay for the services they use, and are able to scale up or down with demand, and off board without being tied in to a lengthy contract. 1.2.3 Open Source SFW embraces the Government s Open Source initiatives and incorporates Open Source components within its solutions where appropriate. This service also supports the option for customers to add in their own open source business applications. 1.2.4 Open Standards SFW s solution is delivered using open standards, for software interoperability, data and document formats and complies with the Government Open Standard Principles. Some of the Open Standards we use include: CMIS, Open Document formats, near WCAG 2.0 compliance, HTML 4.01, XHTML 1.0, use of open source components, documented programming APIs 1.2.5 Information Principles This solution complies with the following Information Principles: Information is a Valued Asset Information is Managed Page 4 of 13 www.sfwltd.co.uk

Information is Fit for Purpose Information is Standardised and Linkable Information is Re-used And supports Government Agencies to deliver against the following Information Principles: Public Information is Published Citizens and Businesses can Access Information about themselves 1.2.6 Greening Government This software as a service solution is compliant with the Greening Government strategy to reduce waste and improve efficiency as it enables the reuse and sharing of business applications, services and components across public sector organisations. The solution will reuse pre-existing components where possible and consume minimal resources depending on demand when in operation. SFW is committed to the protection of the environment through our implementation of an effective ISO14001:2004 accredited environmental management system. The scope of ISO14001:2004 includes the delivery of IT services from SFW s UK offices including software design and development, consultancy, project management, hosting, operational and applications management support. 1.3 Technical Details Whilst the service is offered as a Cloud platform, many users are interested in the underlying components. The service uses the following components. 1.3.1 Main Components Dynamics CRM 2011 SQL Server 2012 Windows Server 2008 R2 Anti-Virus Email router (see note 1) Outlook plugin (see note 1) Note 1: On a user by user basis email can be sent via the outlook plugin or email router, either or both options may be used depending on preferences. Users (or an I.T representative of the client) must install the plugins on the individual user s machines. The Outlook plugin does not allow the use of shared or group mailboxes and in order to work, the individual user must be logged in to their account. The CRM email router is a free component that can be installed to allow the use of shared or group mailboxes. It can be installed on any server, however that server must have internet access to the Stakeholder system web services and network access to your companies email server. Exchange and POP is supported. In both cases email is sent via your own companies email server. 1.3.2 Optional Components (out of scope of the core offering) Active Directory Federation Services Page 5 of 13 www.sfwltd.co.uk

1.4 About SFW SFW Ltd is a British SME that delivers Agile Software Application Services to Public and Private sector organisations helping them transform their services into digital applications, streamline processes, increase efficiency and reduce costs. SFW specialises in delivering a breadth of Cloud-based services to Public Sector clients: from Infrastructure as a Service (IaaS) and Software as a Service (SaaS), through to Specialist Cloud Services (SCS). SFW offers a depth of knowledge and experience in a wide variety of Public Sector business applications, as well as a proven ability for translating complex processes into highly efficient and effective business systems. Subject matter expertise is provided by SFW s highly collaborative, skilled and experienced employees, enabling it to work with its customers to provide them with innovative, effective applications and services. With over 20 years experience in ICT delivery and as a Microsoft Partner (Gold Competencies for Application Development and Collaboration and Content) and an Oracle Gold Partner, SFW has extensive technical expertise across a broad range of technologies including Microsoft.NET, Java and LAMP. As such, SFW offers choice, flexibility and a technology / vendor-agnostic approach that focuses on delivering the greatest benefit to the customer. SFW s approach is underpinned by disciplined development and management methodologies: PRINCE2 project management, ITIL-compliant service management and a commitment to quality, the environment and security (ISO 9001, ISO 14001 and ISO 27001 accredited). This ensures SFW consistently and securely delivers service excellence to its clients. SFW has the innate agility to react quickly and dynamically to customer requirements and deliver fast-tomarket solutions which match needs, provide greater control and manageability. With an enviable reputation for helping clients reduce cost, add value and attain real benefits, faster and better, SFW's quality of performance and desire to provide innovative and useful services make it the preferred and trusted, long term technology partner for many UK Public Sector bodies. 2 Information Assurance 2.1 Impact Level The service has not yet completed accreditation for Pan-Government Approval (PGA). However, it is believed to be compliant at IL2 or IL3 (depending on option chosen). 2.2 Accrediting Department This service will be accredited Pan-Government. 2.3 Targeted Impact Level The targeted IL level for the IL2 service is 2-2-2 to 2-2-4 and for IL3 is 3-3-2 to 3-3-4 depending on the selected Service Level. 2.4 ISO 27001 Accreditation SFW s certificate of accreditation for ISO 27001, provided by ISOQAR is suitably scoped to cover the running of this service. In addition, ISOQAR has accredited SFW for ISO 9001 and ISO 14001. Page 6 of 13

2.5 IL Processing Level The implementation packages available with this service are suitable for processing IL3 data and below. 2.6 Security The service is delivered by SFW in conjunction with a Cloud Hosting Service. The service has gained PGA approval at the selected IL level and as such provides adequate protection to IL2 or IL3. 3 Backup, Restore and Disaster Recovery The exact nature of the Backup, Restore and Disaster Recovery options depends on the Service Level taken. For 99.90% no backups are taken, protection is provided by having redundancy built into the Cloud platform on which the solution is delivered. Backups can be added and are charged on a per GB basis. For 99.95% a managed data backup service as part of the service. Backups can be stored locally or offsite and Disaster Recovery will be to a secondary data centre. Backups can be kept for 2 or 4 weeks. For 99.99% SFW provide real time redundancy across two separate locations. Backups can be stored locally or offsite. Backups can be kept for 2 or 4 weeks. In the event of data loss SFW will manage restore of the relevant files as part of its overall service management. Backups are not up to the minute but taken at timed intervals. The maximum time between backups is 24 hours excluding weekends and bank holidays during which time no backups are taken. Organisations can manually create their own backup model if desired. 4 Service On-Boarding and Off-Boarding 4.1 On-Boarding For further information or to discuss receiving any of the SFW G-Cloud service offerings contact the SFW G-Cloud Service Office by telephone or email on: SFW G-Cloud Service Office - 01483 742042 gcloud@sfwltd.co.uk The diagram below details the on-boarding process. Page 7 of 13

4.2 Off-Boarding When the service is no longer required, customers may terminate their SFW G-Cloud service with 30 days notice by contacting SFW on: SFW G-Cloud Service Office - 01483 742042 gcloud@sfwltd.co.uk Customers may request that all associated data is extracted and provided securely to a destination of their choice (see pricing for charges associated with data extraction). If no data extraction is requested, then the associated data will be deleted within 5 working days of service termination. The diagram below details the off-boarding process. Page 8 of 13

5 Pricing Full details on pricing can be found in the separate pricing document. 6 Service Management SFW will provide service desk support to a designated customer administrator or IT Help Desk. End users of the service experiencing service issues must contact their designated administrator or help desk in the first instance. SFW provide support for the cloud platform including the software which delivers the service. SFW can provide full applications support at extra cost; the cost of this would depend on the number of users and the extent to which the platform has been customised. The SFW Service Desk provides support from 8.00 am to 6.00 pm on UK working days. Maintenance takes place out of hours between 8 pm and 8 am. The following definitions are used in assessing the severity of a problem covered by the SFW Service Desk. Problem Severity Levels Severity Level Definition Description SLA 1 Critical The reported problem causes a halt to the Client s core business processes and no work-around is available. 2 Severe The reported problem causes degradation of the Client s core business processes and no reasonable work-around exists. 3 Disruptive The reported problem impacts the Client s operational environment but does not affect core business processes. A work-around is available. 4 Minor A non-critical problem is causing some disruption but with little or no impact on the Client operation. 10 mins to acknowledge 1 hour to respond 4 hours to resolve 10 mins to acknowledge 4 hours to respond 8 hours to resolve 10 mins to acknowledge 1 day to respond 5 days to resolve 10 mins to acknowledge 5 days to respond 10 days to resolve Acknowledge means a response that the notification of the problem has been received. Responses to requests contain a description of the work to be performed to resolve the problem. Resolution means that a permanent course of action or outcome of the reported issue has been agreed. 7 Service Constraints The platform enables a certain level of configuration. This configuration is within the scope of the offering. A certain level of customisation can also be performed as part of the implementation packages. If customisation is undertaken then one of the following two scenarios may occur: Page 9 of 13

The service might no longer meet the scope of the PGA approval. The service may no longer be patchable as per services which have been configured but not customised. SFW will notify any customer before any implementation package is undertaken if there is a likelihood that either of these scenarios will apply. 8 Service Levels SFW s G-Cloud services are available at 3 service levels which apply within Service Hours 8.00 am to 6.00 pm UK Working Days. Availability is measured to the Platform Level (including the Operating System). The table below shows the availability for the various service levels. Service Level Basic Standard Advanced Availability 99.90% 99.95% 99.99% If you would like service levels to apply outside of normal service hours then please contact us with your requirements. 9 Financial Recompense (Service Credits) SFW s G-Cloud services are available at 3 service levels; the table below shows the availability for the various service levels and the service credits which are returned if the service does not meet these availability targets. Service Level Basic Standard Advanced Availability 99.90% 99.95% 99.99% 10% Service Credit 99.89% - 99.75% 99.94% - 99.80% 99.98% - 99.85% 20% Service Credit 99.74% - 99.00% 99.79% - 99.00% 99.84% - 99.00% 30% Service Credit Below 99.00% Below 99.00% Below 99.00% Service credits are calculated on a full calendar month basis, availability is calculated during service hours per calendar month. Service credits will be applied to subscribers that have a current service during the whole calendar month of the service impacting outage. Page 10 of 13 www.sfwltd.co.uk

10 Training Training on the service can be provided as part of the Bronze, Silver, Gold implementation packages, or as a separate stand-alone activity. Typical training activities that could be considered at each level would include: Bronze: Basic training for system administrators and online product help Silver: Standard training in the core system for system administrators and end users. Gold: A tailored package of training for your specific business requirements for system administrators, business managers, and end users. 11 Ordering and Invoicing Process After contacting SFW as described in the On-Boarding process above, customers wishing to place an order for any SFW G-Cloud Services must complete Schedule 2 of the G-Cloud Framework Agreement (including Order Form and Call-Off Terms) and send to: SFW Ltd SFW G-Cloud Service Office Station Approach Woking Surrey GU22 7UY gcloud@sfwltd.co.uk Fax: 01483 722 295 Any order placed shall constitute an offer to contract upon the SFW Terms and Conditions provided. SFW will produce an invoice on a monthly basis in arrears with payment due within 30 days. Invoices will be dated from the end of the first month (or partial month) of service commencement. Services will be provisioned within 1 day of acceptance of Purchase Order. Page 11 of 13

12 Termination Terms No termination charges apply in the event of a service termination. 12.1 Consumers Customers must give 30 days notice to terminate the service, as described in the Off-Boarding process above. 12.2 SFW SFW will provide 30 days notice to terminate the customer contract. Customers will be credited for any amount that has been paid beyond the termination date once the service has been terminated. 13 Data Restoration / Service Migration SFW are committed to Open Standards. As such, users of the service are free to migrate to other service providers at any time within the restraints of the off-boarding process. The pricing document includes a cost per GB for extracting data in order to enable you to move to another service provider. 14 Consumer Responsibilities There are specific obligations on the Customer to use the infrastructure in a responsible way, to comply with the relevant laws regarding data protection, and software licensing. These will be detailed in the contract signed in order to start using the service. In order to comply with ISO 27001 standards customers will need to have in place IT Security, User Access and Acceptable Use Policies that follow the requirements of the Security Policy Framework and are read, understood and agreed by all users. 15 Technical Requirements Infrastructural Requirements Internet Access to the service with sufficient bandwidth to serve your required user base. A supported operating system (in order to use desktop components): o Windows 8 (all versions) o Windows 7 (all versions) o Windows XP Professional SP3 o Windows XP Home SP3 o Windows XP Media Centre Edition SP3 o Windows XP Tablet SP3 o Apple OS X 10.7 (Lion) o Apple OS X 10.8 (Mountain Lion) Microsoft Office (Office 2003 SP3 or later) In order to use the Dynamics CRM for Outlook component (optional) Page 12 of 13

o Microsoft SQL Server 2008 Express Edition o Microsoft.NET Framework 4 o Microsoft Windows Installer (MSI) 4.5 o MSXML 4.0 o Microsoft Visual C++ Redistributable o Microsoft Report Viewer 2010 o Microsoft Application Error Reporting o Windows Identity Framework (WIF) A supported web browser (see below) Bandwidth/latency requirements The recommended minimum bandwidth is 300 kbps with a latency of less than 150ms. Supported Web Browsers Platform Internet Explorer Firefox Chrome Safari Windows XP Version 7 and 8 Latest Version Latest Version Not Supported Windows Vista Version 7, 8 and 9 Latest Version Latest Version Not Supported Windows 7 Version 8, 9 and 10 Latest Version Latest Version Not Supported Windows 8 Windows 8.1 Apple OS X 10.7 (Lion) Apple OS X 10.8 (Mountain Lion) Version 10 for desktop (not touch based) IE 11 Not Supported Latest Version Latest Version Not Supported Not Tested Not Tested Not Tested Not Supported Not Supported Not Supported Latest Version Not Supported Not Supported Not Supported Latest Version 16 Trial Service A 28 day free trial of the service for up to 10 users is available. Note that the trial may not conform to the same information assurance standards as the full service and should be used for evaluation purposes only, and not for commercial use. If you would like to hold IL2 or IL3 information during the evaluation then please mention this when requesting the trial. At the completion of the trial the customer will be asked to complete a feedback evaluation to enable us to continually improve the service. The trial includes an optional ½ day on-site acclimatisation engagement for key stakeholders. Page 13 of 13