2. Consultancy and Support

G-Cloud Services 4 Service Definition Grant Management Services Lot 3 1. CC Grant Tracker 2. Consultancy and Support Submitted By: Dave Allan CC Technology Ltd 375 West George St Glasgow G2 4LW dave.allan@cctechnology.com Commercial in - confidence. CC Technology 2013 Page 1

Table of Contents 1. 2. 3. 4. 5. 6. 7. 8. 9. 10. 11. 12. 13. 14. 15. 16. OVERVIEW OF THE G-CLOUD SERVICE... 3 INFORMATION ASSURANCE... 3 DETAILS OF BACKUP/RESTORE AND DISASTER RECOVERY... 3 TECHNICAL BOUNDARIES/INTERFACES OF THE SERVICE... 4 ON-BOARDING AND OFF-BOARDING... 4 SERVICE MANAGEMENT DETAILS... 5 SERVICE CONSTRAINTS... 6 SERVICE LEVELS... 6 FINANCIAL RECOMPENSE MODEL... 7 TRAINING... 7 ORDERING AND INVOICING PROCESS... 8 TERMINATION TERMS... 8 DATA RESTORATION / SERVICE MIGRATION... 8 CONSUMER RESPONSIBILITIES... 9 TECHNICAL REQUIREMENTS... 9 TRIAL SERVICE... 9 Commercial in - confidence. CC Technology 2013 Page 2

Overview of the G-Cloud Service CC Grant Tracker (CCGT) is an enterprise grants management software package for applications delivered through a browser by CC Technology. Along with the hosting, management and development of the application software we provide full project management support for the commissioning, management and on-going monitoring of grants and awards. CCGT manages the full life cycle of grants administration, from initial application through evaluation, peer, panel and committee review, approval, activation, finance and on-going management. As a web based solution there is no software for users to install and CC Grant Tracker can be accessed easily at any time from any location. CC Grant Tracker can be completely managed and hosted by CC Technology, therefore there is no IT management or installation needs for the client's offices. CCGT has been designed on the premise that users set up their finance requirements and build their own forms, rounds/competitions, reviews and supporting documents and email templates. Central to CCGT is the user definable forms tool for online data entry. As part of the application process, forms may be designed, copied, edited and tested by clients prior to round opening, and if necessary completed offline. Forms are broken into sections and pages and are validated by the user prior to submission and also validated and approved by grant managers. Forms may be partially completed for later resumption and may be exported to PDF and printed at any stage prior to submission. The forms process includes options for co-applicant completion and signatories to authorise prior to submission. Standard elements of the forms such as questions, pages and the form itself may be created and reused. Information can be copied and pasted from external sources into the form and any data entered into the applicant profile may be automatically stored in the form. External classification systems may also be incorporated. Information assurance We fully understand the importance of having appropriate Information Security Management Systems in place for the delivery of our service. CC Technology have been accredited with ISO 27001:2005 and ISO 9001:2008 and TickIT Guide 5.5. for the design, development, testing, installation and support of web-enabled computer software. The impact level that best describes our full service is IL1/2: Protect i.e. best commercial practice. Details of backup/restore and disaster recovery CCGT is provided as an online tool comprising portal and console websites for customers with backend databases. With respect to these online services we carry out full back ups, daily and incremental on an hourly basis. Disaster recovery has been documented and tested. We understand the requirement to handle data securely in the event of a loss. Applications and data is maintained via Tier 3 hosting houses in UK, Europe and the US. We have a track record of supplying appropriate services to major government and large business clients with respect to both application support and ICT service e.g. uptime and speed of response. Customer support is provided by phone, email, face-to-face and web-conferencing facilities and is further managed via comprehensive issue tracking software. For all clients we monitor and manage the portal and console applications of CCGT, URLs and SSL certificates, server, hardware and network traffic and we have automated alerts in operation. Commercial in - confidence. CC Technology 2013 Page 3

Technical boundaries/interfaces of the service CC Grant Tracker manages the full Grant Management and commissioning process. Whilst it contains full finance functions it also interfaces comprehensively with external Finance Packages. On-boarding and Off-boarding CCGT defines users as being contacts (those who complete applications, reviewers and general registrants) and administrators (those who manage the grant/award process with the permissions to create rounds and manage finances etc.) For both types of user there are management systems processes in place such that they may be managed appropriately. Commercial in - confidence. CC Technology 2013 Page 4

Service management details The cradle to grave implementation of the CCGT service incorporates the processes identified in Table 1 below. Table 1. Functional deliverables ID Function Details 1. Project Delivery This includes setting up and introducing the issue tracking software, building the development environment, setting up an IP address, setting up the project folder structure and log, generating user accounts and building the project plan. 2. Installation Further work on the test and live environments setting up DNS, configuring email accounts, SSL tests 3. System Requesting URL, SSL, emails, setting up any classification systems. 4. Portal Implementing registration requirements, agreeing application participants, standard terms and conditions. Gaining branding requirements, updating custom text areas, 5. Console Configuring the dashboard for review and finance process, setting up teams and agreeing level of validation. 6. Application Forms Building and testing the application, pdf and template forms, including signatories and other participants. 7. Rounds Setting up rounds/competitions, applying eligibility questions, defining grants, initial review work. 8. Applications Defining processes for applications, approval and acceptance, co-applicants, signatories and submissions. 9. Grants Setting up AMRC, budgets, classifications, finance, publications, restricted funds and staff positions. 10. Review stages Designing online review/scoring forms. Setting up allocation, invitations and stages i.e. lay, peer, panel, meetings, committee s and rebuttals. 11. Contracts and Grant initiation Grant initiation, possible transition from outline to full stage, contract documents generation or rejection letters. 12. Active Grants Managing budgets and transactions including supplements, payments (claims, scheduled and adhoc), write-offs, refunds, virements and snapshots. Integration with external finance systems. 13. Contacts Managing contact accounts and institutions, flagging and tagging. 14. Activities Setting up activities, reminders and calendar. 15. Email Setting up email and templates for individual project stages. 16. Reporting Enabling and configuring SSRS. 17. Security Managing and applying roles 18. Finance Configuring budget categories, salaries (NI, super annuation), expenses, equipment, etc. Applying consolidation if necessary. 19. Migration Importing contacts, institutions, grants, reviews finances and look ups. 20. Risk register Incorporation in issue tracking. Commercial in - confidence. CC Technology 2013 Page 5

21. Training Throughout the various stages of the implementation process. See below. 22. Going Live Preparation for going live. 23. Monitoring Project monitoring through the use of finance an activities 24. Project close Database record and document archiving Training and general support of the implementation of these services is through either face-to-face meetings or the use of Web Conferencing applications. Future plans include the incorporation of instant messaging services and social networking options. Service constraints The main way the service is supplied to the customer is through the browser and the level of customisation is comprehensive particularly with respect to the full commissioning process, form, portal and console design. Generally as functionality is added, this is incorporated into the product. Functionality is rarely withdrawn and only done so when newer and improved methods are found. Service Levels Service and Availability As part of our ISO9001 quality assured process system, support will be available during normal business hours (Monday-Friday between 8am-6pm) meaning our staff are available whenever HRB need us. We believe this is essential in helping us to deliver the high quality levels of support required for such a project. CC Grant Tracker support service includes:- Telephone and web support for all issues and queries. Support of CC Grant Tracker and the configurations and customisations unique to the Customer. Maintenance of the development environment and source code for the customisation and configurations specific to the Customer to enable future maintenance. Retention, recruitment and training of staff, maintaining knowledge of the configurations and customisations specific to the customer to enable future maintenance. Secure off-site back up of source code in case of damage to machines or premises. Adherence to the Service Levels as detailed below. We support our customers by 3 methods:- 1. A support telephone number is supplied which will be available during normal business hours. 2. Issues can be raised on our web-based Issue Management Tool, where you can monitor the issue to its conclusion. 3. Our support e-mail address or our support project managers are available for contact at all times. All issues, regardless of which of the above methods are used to raise them, will be logged in our Issue Management Tool to which your staff will have access, in order to manage and audit issues through to successful resolution. This tool is also used to assist with the control and management of any implementation items and changes from budgetary and planning perspectives. Response to Faults In delivery of the production systems we have the following approach to service levels. All Faults will be recorded in the Issue Management Tool where CC Technology and the Customer can review and monitor progress. The Customer can enter the issues directly or CC Technology will Commercial in - confidence. CC Technology 2013 Page 6

record them following discussion of the issue via email and/or telephone conversations. The following table describes the categorisation for faults and expected response times: In Table 2 below, extracted from our standard terms for support and SLA we note priority levels and responses. We would expect to exceed these targets; they are set as a minimum level of response. Please ask any of our references to describe our response to support or fault items, we are confident that you will be assured that the service and support that CC Technology delivers is of a consistent and high quality. We believe we employ and focus more staff on this important aspect than any competitor. Table 2. Priority Levels Priority Level A B C D Description A critical fault which prevents use of or access to any part of the website by third party users ( System Down ). A fault which does not cause System Down but does cause serious inconvenience. A minor fault which causes minor disruption to the operation of the CC Grant Tracker or a request for information. Problems that do not affect business processing but may cause confusion or minor irritation Response Two working hours response. Fault will be worked upon until fixed on a best endeavours basis. Progress updates every 2 hours. Four working hours response. Timeframe for fix will be discussed with customer. Frequent updates will be made. Next business day response, timeframe for fix will be discussed with customer within maintenance schedule. Next business day response, timeframe for fix will be discussed with customer within maintenance schedule. Financial recompense model CC Technology are content with working to mutually agreed service level agreements any compensation would be dependent on the value and length of term of the contract. Training Initial training will be supplied to the Customer to assist staff to make them aware of the features and maximise their operational benefit from the system. For external users there is support documentation available which can be enhanced by the Customer at a system level and scheme by scheme. Additionally question by question guidance can be recorded in the system application forms by the Customer s staff. We estimate approximately 10 days training will be necessary which is delivered through a mix of onsite training and top-ups using web conferencing as the grant making process reaches key stages. A typical training syllabus is as follows (Table 3): Commercial in - confidence. CC Technology 2013 Page 7

Table 3. Typical Training Syllabus Course Scope 1 Initial Familiarisation Basic familiarity with the system to enable review acceptance of initial functions 2 Using the Portal An appreciation of the functions that applicants and reviewers will use. Login and registration, Create and complete an application, Review, Grant holders 3 Using the Console Use of the primary grants record features: Dashboard, Basic navigation and features, Grants record, Email, Calendar, User management, 4 Managing and Settings used when managing rounds and pre-applications supporting rounds 5 Managing reviews Reviewing received applications (Validation), Peer review, Panel review (Full with Panel Review), Panel meetings 6 Contracts and Rejection and Approvals process, Contract process, Grant Activation rejection 7 Active grant Payments processing, Progress Reports, Grant Changes, closing grants management 9 Finance processes Working through the process of grants finance with Grants Managers and Finance representatives 10 Reporting Standard Reports and tools, Ad-hoc reports, Advanced reporting 11 CC Grant Tracker configuration For those configuring the system. Application forms management, Templates management, System management items Ordering and invoicing process CC Technology would be happy to discuss with the client the ordering, invoicing and payment requirements. Normal invoicing is carried out on a monthly basis with the usual 30 day terms applying. Termination terms We are content to provide a simple and quick exit process in accordance with a mutually agreed contract. This would be agreed by negotiation with the client at contract agreement. Data restoration / service migration CC Technology have a tried and tested approach to managing data migration should this be required. Initially a scoping process is followed to establish what data, from which sources and for what range is required to be imported. For each source of data a process including mapping, import, verification and assurance is followed. This involves working closely with a member of the client s staff who can coordinate and address issues arising with our understanding, the data quality and cleansing. Each of the imports are drawn together into a single set of data which can be verified before being loaded into CCGT where a final test is completed. The migration is built as a repeatable process to allow multiple tests to be completed before the final migration enabling the full process and the results to be qualified before the actual migration is undertaken. Commercial in - confidence. CC Technology 2013 Page 8

Consumer responsibilities The CC Grant Tracker application is delivered on the cloud as Software as a Service (SaaS) to the consumer. The consumer accesses CC Grant Tracker through the browser and does not manage or control the underlying cloud infrastructure including network, servers, operating systems or storage but has control over the deployed application. With respect to generic integrated communications tools and user generated content we will be incorporating instant messaging in the future along with possible tweet buttons. Since at the heart of CC Grant Tracker is a flexible online forms tool it could be readily adapted to Polls and Survey services. CC Grant Tracker. Whilst CCGT is not a CRM system it does perform many of functions of such a system e.g. automating business processes, account management, forcasting. We have tried and tested methodology for implementation with clients and are willing to share this on award of contract. Technical requirements The client may access all services through a standard browser. The backend databases are MS sql server, where applicable the client may also have access to generate reports using MS SSRS. In which case appropriate Microsoft licensing would be required. Trial service Whilst we do not provide a trial service we are happy to recommend existing customers who could be approached for demonstration independently of CC Technology. Commercial in - confidence. CC Technology 2013 Page 9