Mapping and Geographic Information Systems Professional Services G-Cloud Services RM 1557 Service Definition Esri UK GCloud 5 Lot 4 Specialist Services Government Procurement Service Acknowledgement Esri and ArcGIS are trademarks, registered trademarks, or service marks of Environmental Systems Research Institute Inc in the United States, the European Community, or certain other jurisdictions. Other companies and products mentioned herein may be trademarks or registered trademarks of their respective trademark owners. Esri UK 2014 April 2014 1
Contents 1. Service Overview... 3 1.1. Contact Details... 3 2. Service Applicability... 4 3. ArcGIS Online Launchkit... 5 4. Strategy, Architecture & Planning... 6 4.1. Design Authority... 6 4.1.1. Deliverables... 7 4.1.2. Benefits... 7 4.2. Solution Design... 8 4.2.1. Deliverables... 8 4.2.2. Benefits... 8 5. Building & Running Solutions... 9 5.1. Prototype... 9 5.1.1. Deliverables... 10 5.1.2. Benefits... 10 5.2. Enterprise Performance... 10 5.2.1. Deliverables... 11 5.2.2. Benefits... 11 5.3. Healthcheck... 11 5.3.1. Deliverables... 11 5.3.2. Benefits... 11 5.4. Developer... 12 5.4.1. Deliverables... 12 5.4.2. Benefits... 12 6. Esri UK Services... 13 Esri UK 2014 April 2014 2
1. Service Overview This document is a Service Definition for the Mapping and Geographic Information Systems Professional Services offered by Esri UK as Specialist Services through the Government Procurement Service G-Cloud Catalogue (RM1557). Esri UK specialises in mapping technology and Geographic Information Systems (GIS). We build scalable cloud-based solutions using Esri software at its core, in conjunction with our hosting partners technologies. This specialist service provides our customers with a range of professional, support and operational capabilities to help plan, manage and support cloud-based implementation of digital services and operational/back-office systems. We can provide a range of fixed price packaged services to assist customers in the following areas: ArcGIS Online Launchkit: helping customers to configure ArcGIS Online quickly and efficiently in line with business requirements. Strategy, Architecture and Planning: planning cloud exploitation strategies for Geographic Information Systems: architectures, integration, migration, security. Building and Running Solutions: building cloud-ready bespoke applications and agile development of solutions based on Esri technology. Managed Services: deploying and managing COTS and bespoke Esri software on public or private cloud infrastructure. We can also offer our Professional Services on a Time and Materials basis to provide advice and guidance for ad-hoc requirements through to full project delivery. 1.1. Pricing Packaged services are available on a fixed price basis. Please refer to the Pricing document attached to this G-Cloud Service for further details. Time and Materials pricing is provided in the SFIA Rate Card also attached to this G- Cloud Service. 1.2. Terms and Conditions Terms and Conditions for all services are detailed in the Terms and Conditions document attached to this G-Cloud Service. 1.3. Contact Details For all enquiries relating to this service, please email sales@esriuk.com or telephone 01296 745539. Esri UK 2014 April 2014 3
2. Service Applicability These services are applicable to support the following situations: Use of our SaaS CloudStore entries: Mapping and Geographic Information Service (ArcGIS) Environmental Management Mapping Service (ArcGIS) Emergency Management Mapping Service (ArcGIS) Health Mapping Service (ArcGIS) Asset Management Mapping Service (ArcGIS) Map and Addressing Data Services Location Analytics (ArcGIS) Schools Admissions Service Bespoke cloud solutions (private and public) built by Esri UK Customers wishing to deploy commercial-off-the-shelf (COTS) Esri software onto cloud platforms. Customers wishing to integrate or augment existing systems with Esri cloud solutions. Esri UK 2014 April 2014 4
3. ArcGIS Online Launchkit Our starting point for ArcGIS Online is a Launchkit package. This is a consultancy package designed to ensure that the customer is able to realise the business benefits of the software they have purchased for their organisation as quickly and efficiently as possible. The package is focused on understanding a customer s business requirements and helping them to configure ArcGIS Online to deliver on those requirements. Other bespoke training in the use of Esri products in the cloud can be provided on request. The ArcGIS Online Launchkit package provide hands-on guidance on how to configure and administer the software, prepare, load and manage your spatial data and author and publish web maps. At the end of the package the customer will have an operational ArcGIS Online subscription account for their organisation. The account will have: Configured users and groups Security defined within the constraints of that offered by ArcGIS Online Key business data loaded to the ArcGIS Online system Up to five key business-focused webmaps, identified by the customer, will have been created and shared appropriately Members of staff familiarised with the administration, maintenance and management of ArcGIS Online Knowledge transfer to enable self-service and troubleshooting. At the end of the process we will have delivered, through collaboration and knowledge transfer, an operational system with a number of business focused applications ready for use within your organisation. Esri UK 2014 April 2014 5
4. Strategy, Architecture & Planning We have extensive knowledge of developing applications based on the complete Esri product suite, from mobile to desktop and server, in a variety of development and deployment environments including cloud platforms. We help customers to understand cloud computing options in a number of key areas: Business analysis, user stories and requirements to ensure the suitability of a cloud-based approach Solution architecture and technical design of Esri-based cloud solutions: Cost-effective, resilient and available infrastructures Planning for capacity, throughput and performance Integration with existing Esri SaaS offerings Migration of existing applications to the cloud Adoption of hybrid approaches Cost-benefit analysis compared to traditional approaches to enable understanding of the commercial model and estimation of total cost of ownership. Our expertise covers a wide-range of IaaS and PaaS platforms, as well as ArcGIS Online, which underpins our SaaS CloudStore entries. For example: Amazon Web Services, which we use extensively in our own SaaS and Data as a Service offerings. We use Amazon EC2 to cost-effectively process large amounts of data and to rapidly prototype solutions. Microsoft Azure and Azure virtual machines, which hold IL2 pan government accreditation. Skyscape, a hosting platform dedicated to UK Government solutions, which holds IL2 and IL3 pan government accreditation, as well as hosting more secure Government solutions. We bring this expertise to develop strategies, architecture and plans to address our customers specific issues via our standard rate card or via two packaged services. 4.1. Design Authority This packaged service is aimed at customers with a large project or programme of work, involving Esri technology. Typically the project or programme integrates with other systems and projects, and is delivered by a customer themselves or via a development partner or integrator. We provide an Esri UK Solution Architect Design Authority oversight for the programme or project to identify the optimal Esri solution, and recommend how it should move forward. The Design Authority service would typically be used for: Initial design of a solution to a business problem Functional change of an existing solution (e.g. an upgrade or significant change request) Infrastructure migration of an existing solution (e.g. moving an in-house GIS system into an IT partner s data centre). Esri UK 2014 April 2014 6
4.1.1. Deliverables The Esri UK Solution Architect will undertake analysis, via workshops and review of documentation, with you and stakeholders to deliver the following activities: Architecture review: assess the suitability of the architecture to deliver the functional and non-functional requirements of the solution Application review: critique the design of applications and assess how well they follow Esri best practice Database review: analyse the design of the geodatabase, including data model, and review how well it follows Esri best practice Access to Esri UK Solution Architect: on-site, and at agreed times off-site, to discuss ideas, best practice, and overall approach to successful delivery of the programme/project Monthly Risk Report: highlighting any areas of concern and recommended mitigating actions including those identified during Esri Design Authority reviews Monthly Summary Report: a summary of the work undertaken during the calendar month, indicting how many days have been used, and how many remain. 4.1.2. Benefits Benefits relating to this specific service are: We assist you and your IT partner in how to implement the solution successfully We leave you with the knowledge to build upon for the next Esri solution you implement We recommend the technical approach for the project identifying best practice, and the opportunity to increase efficiencies and optimise your investment in the solution We identify opportunities to reduce the Total Cost of Ownership by having an inside track on Esri technology roadmap The solution architect becomes embedded in your programme/project team Our experienced staff have worked on major system change programmes alongside all the main SI/IT companies in the UK market Regular and planned access to Esri UK Solution Architect for on-going solution reviews and risk mitigation Direct review and feedback from Esri UK Design Authority which is made up of our Chief Technology Officer and other Senior Solution Architects. Esri UK 2014 April 2014 7
4.2. Solution Design This packaged service is aimed at a solution using Esri technology that you want to technically review at the design phase. It could be being delivered by you or via a development partner. The service provides an Esri UK Solution Architect design phase review to identify the optimal Esri solution for your project, and recommend how the project should move forward. 4.2.1. Deliverables The Esri UK Solution Architect will undertake analysis, via workshops and review of documentation, with you and stakeholders to deliver the following activities: Architecture review: assess the suitability of the architecture to deliver the functional and non-functional requirements of the solution Application review: critique the design of applications and assess how well they follow Esri best practice Database review: analyse the design of the geodatabase, including data model, and review how well it follows Esri best practice. The findings are summarised in a report which is presented at a review workshop. 4.2.2. Benefits Benefits relating to this specific service are: We assist you and your IT partner in how to implement the solution successfully We leave you with the knowledge to build upon for the next Esri solution you implement We recommend the technical approach for the project identifying best practice, and the opportunity to increase efficiencies and optimise your investment in the solution We identify opportunities to reduce the Total Cost of Ownership by having an inside track on Esri technology roadmap Our experienced staff have worked on a wide range of projects and programmes developing expertise over many years. Esri UK 2014 April 2014 8
5. Building & Running Solutions We build Esri-based solutions that exploit the key beneficial aspects of the cloud from both a technical and delivery perspective. Our solutions will: Exploit the elastic nature of the cloud by better catering for fluctuating demand Be resilient, highly available and provide high performance Better support rapid prototyping Better support agile delivery models by quickly creating environments for customers to run Discovery and Alpha phases easily and provide feedback on progress from very early in projects Provide quicker, safer transition of projects from development into live operation Better support ongoing operational maintenance, allowing quick and costeffective deployment of fixes and enhancements. We operate an ISO 9001- and ISO270001-accredited Quality Management system that covers all of the software engineering disciplines and competences. Our Solution Architects and Consultants are fully trained in the implications of design and build on cloud platforms. A summary of key roles (with relevant skills and tools) that we operate are listed below: Project and Delivery Management (PRINCE2 certified, iterative development, Agile) Business Analysts (requirements capture, business process engineering, UML) Content Designers (user interface and interaction design, cartography) Solution Architects and Technical Leads (solution architecture, technical architecture, modelling and UML) Database Administrators (data modelling, data migration, RDBMS, SDE) Consultant Developers (JavaScript and Web, C#.NET, Java, ) Testers (Test management, test script writing and reporting, testing tools, Fogbugz) Configuration Managers (continuous integration, automated builds, release and change management, Team Foundation Server, Subversive) Deployment Managers (Installation, configuration) We bring this expertise to customers via our standard rate card or via several packaged services. 5.1. Prototype This packaged service is aimed at customers who have a specific business problem to solve and want to gain quick insight into possible solutions via a rapid prototype. This is often used in the Discovery and Alpha phases of an agile project. We provide the skills and infrastructure required to work through your business scenario/problem and produce a prototype demonstrator application. Esri UK 2014 April 2014 9
5.1.1. Deliverables The Esri UK team will work closely with your team, in a collaborative and iterative approach, to deliver the following activities: Scoping and requirements workshop Prototype and feedback sessions, including reviews of the requirements and the prototype development Roadmap document of how to turn your prototype into a production solution Requirements catalogue and/or use-case report that can be used to engage us or another supplier after the prototype is finished Infrastructure and Esri licensing for hosting the prototype. We will also commit to keeping the demonstrator live for 30 days after the work has been completed. 5.1.2. Benefits Benefits relating to this specific service are: We provide a business analyst to run a workshop with you to map your business problem into a location-based solution We provide the IT infrastructure, and experienced consultants to develop and run the prototype alongside your team. You only need either a web browser to access your demonstrator, and/or a smartphone or tablet if that is applicable to your scenario Your feedback improves the demonstrator and you get to see it grow as we turn your problem into a solution Low-cost validation that there is a solution to the problem before starting expensive project phases (e.g. Agile beta, analysis and design, build). Enable you to gain stakeholder support for your project to avoid budget battles later, by having a tangible prototype to illustrate concepts and ideas to your business. 5.2. Enterprise Performance This packaged service is typically aimed at enterprise customers using (ArcGIS for Desktop, ArcGIS for Server, and an enterprise geodatabase) who want to optimise the performance of the Esri architecture. We provide an Esri UK Subject Matter Expert to work with you to gather metrics on the performance of your Esri architecture and identify best practice recommendations. The service covers the following areas: Client-side performance of ArcGIS desktop Server-side performance of ArcGIS for Server Enterprise geodatabase condition. Esri UK 2014 April 2014 10
5.2.1. Deliverables The Esri UK Subject Matter Expert will work with you to gather and analyse the metrics and produce a report summarising the findings for the client-side, server-side and geodatabase. The report will contain recommendations on each of the above in relation to where and how performance can be optimised. 5.2.2. Benefits Benefits relating to this specific service are: Optimised performance of GIS and underlying systems Improved end user experience Improved productivity Improved system usage, hence better return on investment Opportunity to identify anything that might become a problem over time. For example, it is important to ensure no issues are allowed to grow due to lack of maintenance and housekeeping of the geodatabase. 5.3. Healthcheck This packaged service is typically aimed at enterprise customers who want to undertake a healthcheck on their Esri architecture. The service covers standard healthchecks, from an operational GIS perspective, on the components of an ArcGIS enterprise implementation. 5.3.1. Deliverables The Esri UK Subject Matter Expert will work with you to gather and analyse the required Esri architecture metrics and produce a report summarising the findings of the healthchecks. The report will identify any conditions that should be addressed in the short term that affect operational usage, or those that should be considered for the longer term. 5.3.2. Benefits Benefits relating to this specific service are: Ensure you are getting the best out of their GIS and supporting systems Maximised system usage, hence better return on investment Opportunity to identify anything that might become a problem over time. Esri UK 2014 April 2014 11
5.4. Developer This packaged service is aimed at customers who require skilled and experienced GIS consultant(s) to assist with the delivery and development of a solution built on Esri technology. We provide Esri UK Professional Services staff on-site, embedded within your development team, working to a set of pre-defined deliverables for an agreed length of time. 5.4.1. Deliverables The following activities are included: Requirements and design/technology familiarisation Code review Advice and guidance on Esri solution engineering best practice Code samples and code resources for Esri elements of the solution Reach-back to Esri resources and knowledge-base Documented recommendations. 5.4.2. Benefits Benefits relating to this specific service are: Enables you to fast-track application development to maximise the productivity of your development team and help deliver the development work to desired timescale. Helps mitigates against the cost of development overrun Helps to develop in-house skills, sharing best practice with Esri professionals. Ensures improved productivity and skill-sets on current and future development projects using Esri technology Identify where avoidable and expensive bespoking/customisation work has been proposed in the project and reduce this cost by recommending opportunities to maximise the use of Esri Custom Of The Shelf (COTS) in the solution design. Esri UK 2014 April 2014 12
6. Esri UK Services We can also offer our Professional Services on a Time and Materials basis to provide advice and guidance for ad-hoc requirements through to full project delivery. Please refer to our SFIA Rate Card attached to this G-Cloud Service for rates. Esri UK delivers in excess of 20,000 days of Professional Services per annum to customers in Central and Local Government, Utilities, Defence, Public Safety, business and commerce. Our projects range from large software engineering projects to small consultancy assignments offering advice and guidance in the use of Esri software. Our ISO 9001- and ISO27001-certified delivery processes cover all aspects of project delivery, either as fully agile projects or using other methods. We cover all the key disciplines from project and product management, user research and business analysis, user interfaces and interactions, content, product and service design, solution architecture, database administration, development, testing, configuration management, technical support, operational maintenance and training. We follow the principles laid out in the Government Service Design Manual. In addition to professional services, we operate a number of dedicated teams relevant to the delivery of projects utilising the cloud: The Technical Support team provides customer 1 st and 2 nd line support both for core Esri products and for customer applications built by us. The Internet Services group carries out operational maintenance (service availability, security, patching, backup, disaster recovery) for hosted solutions. This includes support for solutions deployed to Amazon Web Services (e.g. Esri UK Online Data Services). The Data Consultancy group provides data sourcing, data enhancement, analysis and bespoke data solution development services. For more information please go to: http://www.esriuk.com/services. Esri UK 2014 April 2014 13