G-Cloud Service Definition Atos SI Oracle CRM and CX Services
Atos SI Oracle CRM and CX Services SCS Atos provides a range of expert Customer Relationship Management (CRM) and Customer Experience (CX) services on Cloud or non cloud based platforms that help organizations effectively engage and interact with their customers. We are an Oracle Platinum Partner and have extensive experience of delivering Oracle customer centric solutions within the Public and Private Sectors. These CX and CRM services form the core of our Connected portfolio, including Connected Living, Connected Citizen, Connected Health and Connected Services, delivering digital solutions for the connected customer. Atos SI Oracle CRM and CX Services Effective Customer Relationship Management / Citizen Relationship Management offering a 360 degree view of the customer Improved customer engagement, customer experience, customer collaboration, social collaboration and customer insight Redesigning of processes to ensure a customer centricity within an organization leading to improved customer satisfaction Contact centre / call centre / helpdesk / service desk process design and solution implementation, enabling effective complaints management and complaints resolution Multi-channel design and implementation, channel management optimization to reduce costs Path to Fusion CRM, upgrade to Fusion CRM Appointment booking, appointment scheduling, assessment scheduling, case management, case referral Self-service and customer mobility Customer contact, contact management, customer record management, partner management, marketing (including social marketing), and campaigns, efficient customer service Implementation of the full Oracle CRM / CX product suite Upgrade to Siebel 8.1, 8.2. ii
What is it? Atos provides CRM and CX resources for a full range of services to design, build and deploy the Customer Oracle CRM systems. Atos fully support green field and brown field implementations, re-engineering, re-implementations and technical upgrades of Siebel, CRM on Demand or Oracle Customer Experience Applications. Atos offerings can be categorized as: Customer Relationship Management / Citizen Relationship Management and Customer Experience advisory and consulting services (including strategy, digital channel shift, business case development, roadmap, designing the customer journey, business process re-engineering, vendor / package selection) Business analysis and functional design Technical architecture and solution design services Health-check and performance tuning Development, implementation and deployment Data analysis and business intelligence integration Training and change management Leveraging UK, European and Global resources, Atos offers a range of CRM resources to suit the end customer. Atos UK based resources operate at all levels of security from SC through to DV cleared. Atos resources are suitably trained and certified in Oracle products. Features of the service: Atos provide skilled Project and Programme managers, Technical Architects, Solution Architects, Solution Designers, Business Analysts and Functional Consultants, Data Migration consultants, Security Consultants and DBA resources whose knowledge spans the complete range of Oracle CX technologies and applications, including: Siebel CRM versions 7.x and 8.x, Siebel Public Sector allows organizations to leverage extensive out-of-the-box functionality throughout the customer lifecycle covering multiple functional areas including marketing, sales and service. Customers can benefit from the new open UI functionality offered with version 8, enabling rich mobility capability Oracle Policy Automation (OPA) business rules engine, ensuring accuracy with complex decisioning or routing, can be used to assist with ensuring compliance Oracle Fusion CRM (Oracle Sales Cloud) for sales related activities, including customer and partner management Eloqua (Oracle Marketing Cloud) for innovative marketing activity Endeca - content management, enabling a dynamic, individually targeted customer experience SRM Oracle Social Relationship Management (including Vitrue and Collective Intellect), for social media engagement, social marketing and monitoring Oracle CRM on Demand (CMRoD) Oracle s cloud offering for sales, marketing and service Oracle RightNow (Oracle Service Cloud / ORN) Oracle s cloud offering for service with social collaboration capability iii
Inquira (Oracle Knowledge / OKM) knowledge management enabling self service What makes us unique? Atos provides a full lifecycle offering, from strategic advisory including roadmap and business case development, design and implementation services, application hosting, support and maintenance. Atos offers expertise in Oracle CRM and CX applications: Atos are an Oracle Platinum partner and have been voted Oracle Siebel and CRM partner of the year by Atos customers for the past 3 years (Gold partner 2011 and 2012, Silver partner 2013). Atos have a track record of delivering value within the CRM and CX space, be it improved customer satisfaction ratings, streamlining of multichannel services or reducing customer interaction related costs. Atos are proud to have a strong presence within the Public Sector and a deep understanding of the security considerations necessary in UK government. Atos Oracle CRM and CX Services are intended for CRM consulting engagements and the implementation of Oracle CRM and CX applications. Application hosting can be on premise or in the cloud by Atos, Oracle Corporation or another provider (depending on specific Oracle product constraints). Atos CRM and CX services listed in this Service Description may also be used in conjunction with Oracle offerings covering product licensing and hosting services The pricing for Atos CRM services is based on a Time and Materials model. The overall cost is dependent on the scope and nature of the engagement. Please refer to the Atos standard SFIA rate card for details. iv
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Contents 1. Introduction... 1 1.1 Service summary... 1 1.2 How this product can be used... 2 2. Service overview... 4 3. Information assurance... 5 4. Backup/restore and disaster recovery... 6 5. On-boarding and off-boarding... 7 5.1 On-boarding... 7 5.2 Off-boarding... 7 6. Pricing... 8 7. Service management... 9 8. Service constraints... 10 9. Service levels... 11 10. Financial recompense... 12 11. Training... 13 12. Ordering and invoicing process... 14 13. Termination terms... 15 13.1 By customers (i.e. consumption)... 15 13.2 By the Supplier (removal of the G-Cloud Service)... 15 14. Data restoration / service migration... 16 15. Customer responsibilities... 17 16. Technical requirements... 18 17. Trial service... 19 vi
1. Introduction Atos provides a range of Customer Relationship Management (CRM) and Customer Experience (CX) services that help organizations effectively engage and interact with their customers. Atos provides a full lifecycle offering, from strategic advisory including roadmap and business case development, design and implementation services, application hosting, support and maintenance. Atos offers expertise in Oracle CRM and CX applications: Atos are an Oracle Platinum partner and have been voted Oracle Siebel and CRM partner of the year by Atos customers for the past 3 years (Gold partner 2011 and 2012, Silver partner 2013). Atos have a track record of delivering value within the CRM and CX space, be it improved customer satisfaction ratings, streamlining of multichannel services or reducing customer interaction related costs. Atos are proud to have a strong presence within the Public sector, serving several major government departments. 1.1 Service summary Atos provides CRM and CX resources for a full range of services to design, build and deploy the Customer Oracle CRM systems. Atos can support green field and brown field implementations, re-engineering, re-implementations and technical upgrades of Siebel, CRM on Demand or Oracle Customer Experience Applications. Atos offerings can be categorized as: Customer Relationship Management / Citizen Relationship Management and Customer Experience advisory and consulting services (including strategy, digital channel shift, business case development, roadmap, designing the customer journey, business process re-engineering, vendor / package selection) Business analysis and functional design Technical architecture and solution design services Health check and performance tuning Development, implementation and deployment Data analysis and business intelligence integration Training and change management Leveraging UK, European and Global resources Atos offer a range of CRM resources to suit the end customer. Atos UK based resources operate at all levels of security from SC through to DV cleared. Resources are suitably trained and certified in Oracle products. Atos provides skilled Project and Programme managers, Technical Architects, Solution Architects, Solution Designers, Business Analysts and Functional Consultants, Data Migration consultants, Security Consultants and DBA resources whose knowledge spans the complete range of Oracle CX technologies and applications, including: Siebel CRM versions 7.x and 8.x, Siebel Public Sector allows organizations to leverage extensive out-of-the-box functionality throughout the customer lifecycle covering multiple functional areas including marketing, sales and 1
service. Customers can benefit from the new open UI functionality offered with version 8, enabling rich mobility capability Oracle Policy Automation (OPA) business rules engine, ensuring accuracy with complex decisioning or routing, can be used to assist with ensuring compliance Oracle Fusion CRM (Oracle Sales Cloud) for sales related activities, including customer and partner management Eloqua (Oracle Marketing Cloud) for innovative marketing activity Endeca - content management, enabling a dynamic, individually targeted customer experience SRM Oracle Social Relationship Management (including Vitrue and Collective Intellect), for social media engagement, social marketing and monitoring Oracle CRM on Demand (CMRoD) Oracle s cloud offering for sales, marketing and service Oracle RightNow (Oracle Service Cloud / ORN) Oracle s cloud offering for service with social collaboration capability Inquira (Oracle Knowledge / OKM) knowledge management enabling self service 1.2 How this product can be used This service offering provides Professional Services capability (or consulting services) as follows: The Customer may use Atos advisory and consulting services to assess and scope the Customer current landscape with regard to CRM or CX. Atos can work with the Customer to define the Customer CRM / CX strategy, develop the Customer business case or roadmap and work with the Customer on business transformation activities to ensure an engaging customer journey. Atos can work with the Customer to define the Target Operating Model (TOM) and carry out business process re-engineering, if required. The Customer may engage Atos CRM/CX advisory services in a technology agnostic capacity (i.e. not a specific technology such as Oracle) and Atos can supply expertise to assist the Customer with vendor selection (or package selection) to ensure the Customer choose the correct technology going forwards. Atos are able to work with the Customer to define the Customer criteria and success measure for CRM/CX and then assess these against a selection of products (such as Microsoft Dynamics CRM, Salesforce.com, Sugar CRM etc.), ensuring that the Customer come to the right decision to support the Customer CRM vision for the future. The Customer may engage Atos consulting services to run a health check on the Customer existing CRM or CX landscape or implementation. For example, Atos can provide functional expertise to discover how effectively the Customer interact with the Customer customers and how the Customer existing system may support that. Atos have worked with customers in the past and helped them to realise that they do not require much of the functionality in an existing product to ensure customer engagement and have recommended that they move to another CRM product, which offers the core functionality required, but at a much reduced cost. Atos can also identify pain points and recommend functional enhancements accordingly. Atos can provide consultancy to undertake a technical health check on Oracle applications and identify areas for performance tuning or specific areas of technical risk Atos in-depth knowledge of Oracle applications will enable us to 2
make recommendations to ensure that risk is minimized and the life term of the applications is maximised. Atos can supply significant expertise to carry out upgrade assessments for complex Oracle applications such as Siebel, helping Atos customers to understand the scope and benefits of upgrading and identifying new product features that can be utilised to assist business performance. Atos can provide expertise in overall CRM systems and solution architecture, be it for a health check of the Customer existing systems or devising the architecture for a new implementation. The Customer may engage Atos Oracle CRM /CX consulting services to perform business analysis, functional design (high level design) and detailed design (technical design or low level design). Using Atos significant Oracle CRM systems expertise, Atos can ensure that the Customer Oracle CRM / CX systems are configured according to best practice, protecting the Customer investment and ensuring that the applications are future proofed and scalable to support the Customer business needs. Atos can supply system administrators, integration (including EAI and web services) and data migration specialists (data modelling and mapping, EIM). Atos can provide technical support under this offering in conjunction with our Atos Oracle Testing Services offering, and to also support User Acceptance Testing phases. Atos can support the Customer go-live requirements, planning for effective business uptake and trouble-shooting technical issues or user related queries upon roll out of the system (for on-going application and maintenance support Atos recommend that the Customer review Atos separate Atos Application Management offering). Atos offer train the trainer services or can plan and manage an end user training programme, together with comprehensive change management servicesto facilitate user adoption and ensure business continuity. Atos are familiar with working effectively in multi supplier environments and can carry out all or part of an engagement as needed. Atos can also provide assessment of work carried out (to date or on-going) or provide project / functional / technical governance to provide assurance and ensure optimum success. The Customer may choose to purchase this product in conjunction with other products from the G Cloud store, for example the Customer may wish to purchase an Oracle CRM product from Oracle s G Cloud 4 offerings but use the services within this offering to consult, configure and implement the product. The Customer may choose additional separate Atos services to project manage and test the implementation and also host and support the product (note that some Oracle CRM / CX offerings may only be hosted within Oracle s cloud). Atos can supply BI Publisher (BIP) reporting skill under this offering, alternatively for more complex business intelligence and analytics requirements Oracle Business Intelligence Enterprise Edition (OBIEE) skills can be engaged using the separate Atos offering for Oracle BI Analytics and OBIEE. Atos can offer a range of delivery models and approaches (waterfall, iterative or Agile) to suit the customer need, using UK based resource or a blended model using onshore and offshore staff to drive down costs. 3
2. Service overview Atos CRM offerings can be engaged to help Public Sector bodies achieve the following: Effective Customer Relationship Management / Citizen Relationship Management offering a 360 degree view of the customer Improved customer engagement, customer experience, customer collaboration, social collaboration and customer insight Redesigning of processes to ensure a customer centricity within an organization and improve customer satisfaction Contact centre / call centre / helpdesk / service desk process design and solution implementation, enabling effective complaints management and complaints resolution Multi-channel design and implementation, channel management optimization to reduce costs Path to Fusion CRM, upgrade to Fusion CRM Appointment booking, appointment scheduling, assessment scheduling, case management, case referral Self-service and customer mobility Customer contact, contact management, customer record management, partner management, marketing (including social marketing), and campaigns, efficient customer service Implementation of the full Oracle CRM / CX product suite Upgrade to Siebel 8.1, 8.2. 4
3. Information assurance All Atos staff working for Government customers hold the appropriate level of security clearance. Typically for staff working on implementations this is BSS, SC and DV. We have a deep understanding of the requirements of security classifications and have a team of specialist CLAS security consultants to advise on solution and information security. 5
4. Backup/restore and disaster recovery Backup/restore and disaster recovery services are provided through Atos Applications Management and Managed Services - this is a separate Atos Offering available through G Cloud. 6
5. On-boarding and off-boarding 5.1 On-boarding As part of Atos initiation phase, Atos will arrange a minimum 1 day workshop with the Customer (dependent of the size of engagement), to ensure that the Customer are clear on how to engage the services in this offering and to agree the scope of the assignment. Atos will also set the Customer up on Atos collaboration portal (or yours if the Customer prefer) so that Atos may exchange information and track progress throughout the engagement. Where on-site Professional Services are required Atos will discuss with the Customer any facilities or access that Atos will require the Customer to provide for us to carry out the engagement. This may include: Access to buildings / site and suitable desk space Access to Customer staff and stakeholders Access to systems and documentation. 5.2 Off-boarding As part of Atos completion phase, Atos will arrange a minimum 1 day workshop (dependent of the size of engagement), to transition Atos learning and final report to the Customer team. This will include transitioning all of the work products from Atos collaboration portal to ensure that the Customer know how Atos reached Atos conclusions. Any models and data that Atos have used will be transitioned (assuming that such transition is permitted by any licenses Atos have purchased / used). 7
6. Pricing The pricing for Atos CRM services is based on a Time and Materials model. The overall cost is dependent on the scope of the engagement. Please refer to Atos standard SFIA rate card for details. Please note that the daily rate is dependent on the level of expertise required (SFIA Levels 1 to 7), as well as the skillset relevant to the nature of the assignment. For example, consultants on a vendor selection exercise will be categorized within the Strategy and Architecture price list whereas a Siebel configurator would be categorized under the Solution Development and Implementation price list. Atos pricing is in line with the Skills for the Information Age (SFIA) model. The team composition will depend on the specific project requirements. It will typically consist of a mix of roles of which most will be from the Solution Development and Implementation skill group. The following table illustrates how Atos resources map to the SFIA roles. Project Management Functional Developer Technical 1. Follow Junior PMO Analyst Junior Consultant Junior Developer Junior DBA 2. Assist PMO Analyst Consultant Developer DBA 3. Apply PMO Lead Consultant Developer DBA 4. Enable Junior Project Manager Senior Consultant Senior Developer Senior DBA 5. Ensure/ Advise Project Manager Solution Architect Technical Architect Technical Architect 6. Initiate/ Influence Senior Project Manager Senior Solution Architect Senior Technical Architect Senior Technical Architect 7. Set Strategy/ Inspire Programme Director Senior Solution Architect Senior Technical Architect Senior Technical Architect 8
7. Service management For Atos Professional Services engagement Atos will at a minimum provide the Customer with a weekly status update report which outlines progress to plan (plan agreed at the start of the engagement), risks and issues pertaining to the assignment and costs to date. Atos will agree with the Customer the points of contact and mechanisms for escalation, should issues arise during the course of Atos engagement. Where Atos Oracle Programme or Project Delivery services are engaged, Customer s will benefit from Atos mature PRINCE2 based governance model (please see separate Atos offering Atos SI Programme & Project Management Services for Oracle). 9
8. Service constraints This product offering refers to only to products and services outlined in sections 1 and 2. Atos can also provide services for other products within the Oracle portfolio (E Business Suite, HCM, Fusion Accounting Hub, OBIEE) which are listed separately to the CRM and CX services. Please see separate Atos service for provision of the following which may be used in conjunction with the CRM and CX professional services offered by this service description: Atos SI Programme & Project Management Services for Oracle Atos SI Oracle BI Analytics and OBIEE Services Atos Oracle Testing Services Atos Application Management Services. Atos Oracle CRM and CX Services are intended for CRM consulting engagements and the implementation of Oracle CRM and CX applications. Application hosting can be on premise or in the cloud by Atos, Oracle Corporation or another provider (depending on specific Oracle product constraints). Atos CRM and CX services as listed in this Service Description may also be used in conjunction with Oracle product offerings such as: Oracle RightNow / Oracle Service Cloud (licenses and hosted service of product see separate offering from Oracle) Oracle Fusion CRM (Oracle Sales Cloud) - (licenses and hosted service of product see separate offering from Oracle. Note that Fusion CRM may also be implemented as an on premise offering if required) Oracle Siebel licensing of product Oracle CRM on Demand - (licenses and hosted service of product see separate offering from Oracle). Note that the minimum assignment length must be 30 working days. 10
9. Service levels UK Professional Services staff work to a standard working day (Monday to Friday 9am to 5pm, excluding Bank Holidays) with a 1 hour lunch break. If Professional Services staff are engaged outside of standard hours (for example, if supporting a project go-live out of hours), rates may vary from the standard rate card but will be agreed with the Customer in advance. Offshore Atos Professional Services staff work to local office hours but this many be negotiated according to Customer requirements and the nature of the assignment. 11
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 G Cloud terms and conditions In accordance with the guidance within the GPS G-Cloud Framework Terms and Conditions, the Customer may terminate the contract at any time, without cause, by giving at least thirty (30) Working Days prior notice in writing. The Call Off Contract terms and conditions and the Atos terms will define the circumstances where a refund of any pre-paid service charges may be available. 12
11. Training There is no training required to use Atos SI Oracle CRM/ CX Implementation Services. As part of the services, Atos offers tailored training programmes that are designed to maximise the benefits of the solution Atos propose to deploy. 13
12. Ordering and invoicing process Ordering this product is a straightforward process. Please forward your requirements to the email address GCloud@atos.net Atos will prepare a quotation and agree that quotation with you, including any volume discounts that may be applicable. Once the quotation is agreed, Atos will issue the customer with the necessary documentation (as required by the G-Cloud Framework) and ask for the customer to provide Atos with a purchase order. Once received, the customer services will be configured to the requirements as per the original quotation. For new customers, additional new supplier forms may need to be completed. Invoices will be issued to the customer and Shared Services (quoting the purchase order number) for the services procured. On a monthly basis, Atos will also complete the mandated management information reports to Government Procurement Services detailing the spend that the customer has placed with us. Cabinet Office publish a summary of this monthly management information at: http://gcloud.civilservice.gov.uk/about/sales-information/ 14
13. Termination terms 13.1 By customers (i.e. consumption) Termination shall be in accordance with: The G-Cloud Framework terms and conditions Any terms agreed within the Call Off Contract 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 Contract Atos Supplier Terms for this Service as listed on the G-Cloud CloudStore. 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. 13.2 By the Supplier (removal of the G-Cloud Service) Atos commits to continue to provide the service for the duration of the Call Off Contract subject to the terms and conditions of the G-Cloud Framework and Atos Supplier Terms. 15
14. Data restoration / service migration Not applicable for this service 16
15. Customer responsibilities Details of customer responsibilities are available within Atos Terms and Condition for this service. The Customer is expected to provide competent resources to work with the Atos implementation team in accordance with an agreed plan. The resources must be empowered to make the required business and design decisions, and to test and accept the delivered work packages (including systems implementations) on behalf of the Customer. 17
16. Technical requirements This section is not applicable for the services listed above. Details of technical requirements are dependent on the scope of the Customer engagement. 18
17. Trial service Not available with this service 19
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