MICROSOFT DYNAMICS CRM SERVICE DEFINITION G-CLOUD Commercial-in-Confidence civil.lockheedmartin.co.uk
SECTION 1 LOCKHEED MARTIN S MICROSOFT DYNAMICS CRM CAPABILITY INTRODUCTION Lockheed Martin offers a full end to end service, delivering Microsoft Dynamics CRM based solutions and Consultancy to align with your Cloud strategy. The services offered by Lockheed Martin s in-house team of experienced SharePoint professionals includes: Dynamics CRM awareness; Dynamics CRM analysis; Dynamics CRM architecture design Dynamics CRM development; Dynamics CRM integration; and Dynamics CRM Support services. MICROSOFT DYNAMICS CRM CAPABILITIES Lockheed Martin has a proven track record in the design, development, deployment and support of Dynamics CRM solutions for the Public Sector. These implementations range from highly configured instances utilising out of the box functionality to deliver highly maintainable, extensible solutions, to the development of custom solutions within the CRM application. Lockheed Martin offers the following areas of Dynamics CRM expertise delivered by our highly qualified and experienced team: CRM design requirements gathering, consultancy in design and design methods, translation of design into an appropriate cost effective, secure solution; CRM architecture ensuring the correct architecture is selected to ensure the CRM farm is secure, maintainable, extensible and scalable; Creation of custom entities, forms, workflows and solutions to support business processes within CRM; Information architecture to support search, navigation, metadata, records, auditing and record management policy; Business intelligence utilising both inherent CRM functionality as well as integration with other areas of the Microsoft stack, for example SQL Server Reporting Services; Email integration; Custom applications to support business entities, records, process flow; Integration with third party applications including SharePoint making use of both supplied extensions and custom development; Claims authentication; Internet facing deployments; Migration and upgrade of existing CRM applications; Application of Microsoft best practise; Independent project assurance; and Implementation health checks. 2
PROJECT METHOD Lockheed Martin strongly believes that Dynamics CRM projects thrive in a well governed environment and to support this Lockheed Martin uses a simple, flexible four stage methodology based upon the Microsoft Sure Step model to deliver CRM projects. DEFINE DESIGN DEVELOP DEPLOY Each of the elements can be tailored to meet the requirements of the solution and can be iterative encompassing Agile methods particularly in the development phase. During these phases Lockheed Martin works closely with our Customer through meetings, workshops and, exercises such as surveys and card sorts. DESIGN SIMPLICITY Even without customisation, Dynamics CRM provides a wide range of options for creating business solutions. Given this flexibility, Lockheed Martin has found that clear design and good governance are vital to a successful Dynamics CRM implementation. In Lockheed Martin s experience, prioritising functionality by concentrating on key entities and processes leads to a clear definition of requirements and coupled with CRM s scalable model allow functionality to be delivered in a staged manner. This allows Architects, Designers and Developers to concentrate on initially producing key functionality which delivers maximum benefit to users and a quick return on investment. METHOD OF ENGAGEMENT Lockheed Martin provides a full range of Dynamics CRM services to the Public Sector including the provision of: Full end to end Dynamics CRM services delivered either on site or off site; Dynamics CRM resource augmentation on site; Development of a Dynamics CRM Strategy for your Organisation; and Dynamics CRM Project Assurance (with a focus on knowledge transfer where appropriate). We welcome any opportunity to discuss your requirements by undertaking a free of charge Dynamics CRM Discovery meeting at your site. This meeting would allow Lockheed Martin to understand: Current Dynamics CRM provision (if any); Current environment including, network, user tools, third party software and potential integration points; Project goals be they migration, cloud-based, business process conversion, reporting and so on; and Project timescales. 3
SECTION 2 CASE STUDIES ORGANISATION NAME OFFICE OF QUALIFICATIONS AND EXAMINATIONS REGULATION (OFQUAL) GOODS / SERVICES / WORK SUPPLIED Lockheed Martin was responsible for the design, development, testing, deployment and support of the Regulatory Platform system which supports Ofqual operations. This is a hosted solution comprising Dynamics CRM 2011, SharePoint 2010 and a custom web application hosted in a secure claims enabled environment accessible over the internet to Ofqual staff and external partners. The solution provided: Single sign on between applications using an ADFS based claims application; Kerberos set up to allow use of external SQL Server Reporting Services reports; Integration with SharePoint 2010 using the Microsoft supplied CRM extension; Integration with SharePoint 2010 using custom code to provide collaboration spaces for Ofqual and clients; Customisation to allow automated updates based on information added to third party applications; Migration of existing CRM v4.0 content to new CRM 2011 farm; Application of custom solutions using the CRM solutions framework; and Ongoing support for the Regulatory Platform solution. The major benefits for Ofqual and their partners were: A single sign on environment allowing internal and external users to move seamlessly between applications thus saving time; A fully connected system for users ensuring that changes in one application were reflected in others in a timely manner. This saved time in preventing the need for double entry and prevented issues occurring from out dated information; A collaborative space for Ofqual and their clients to work on documents together, removing the need to send documents by email; and A platform which gave Ofqual more control over the development of their automated business processes by using Dynamics CRM solution framework. This reduced Ofquals reliance on external partners. 4
ORGANISATION NAME SKILLS FUNDING AGENCY GOODS / SERVICES / WORK SUPPLIED Data Collection and Funding Transformation (DCFT) is a large programme of work in which both Dynamics CRM and SharePoint feature heavily. Lockheed Martin is one of the principal partners of the project. In relation to this project Lockheed Martin managed: Integration of Dynamics CRM with a third party claims authentication provider; Use of third party tools to migrate data into Dynamics CRM; and Development of code to integrate with third party custom CRM web services. Lockheed Martin has also taken on the role of overall Application Platform Management for DCFT, which involves managing multiple suppliers to ensure delivery to the Agency of the ongoing DCFT service, to strict SLAs. As such, Lockheed Martin s team is configuring all of the test, pre-production and production infrastructure, including the Dynamics CRM and SharePoint components, as well as providing an Application Support team for the Lockheed Martin delivered software. The benefits to the Agency of DCFT and Lockheed Martin s role include: Lower ongoing cost of ownership as policy changes can be more easily applied to the solution; Single Service Management partner for the Agency to manage; A flexible, scalable and extensible solution ensuring accurate dispersal of over 3.5 billion college funding each year; and Availability of a generic platform for data collections which can be applied across the Agency and its stakeholders organisations. 5
SECTION 3 PRICING FOR SPECIALIST SERVICES PRICING STRUCTURE This section shows details of the pricing structure for all aspects of Specialist Services. Level 1 SFIA Alignment Area of Capability 1. Follow 2. Assist 3. Apply 4. Enable 5. Ensure/Advise 6. Initiate/Influence 7. Set Strategy/Inspire STRATEGY AND ARCHITECTURE BUSINESS CHANGE BUSINESS CHANGE IT Consultancy 570 665 750 793 900 Project/Programme Management Business Analysis 435 470 570 665 750 665 750 793 900 SOLUTION DEVELOPMENT AND IMPLEMENTATION Application Development 435 470 570 665 750 793 900 Testing 435 470 570 665 750 SERVICE MANAGEMENT Service Management 435 470 570 665 750 793 900 Application Management 435 470 570 665 750 Transition Management 435 470 570 665 750 793 900 The definitions of the elements in the table indicated as 1 7 are shown below for reference. 6
FOLLOW Works under close supervision. Uses little discretion. Is expected to seek guidance in expected situations. ASSIST Works under routine supervision. Uses minor discretion in resolving problems or enquiries. Works without frequent reference to others. APPLY Works under general supervision. Uses discretion in identifying and resolving complex problems and assignments. Usually receives specific instructions and has work reviewed at frequent milestones. Determines when issues should be escalated to a higher level ENABLE Works under general direction within a clear framework of accountability. Exercises substantial personal responsibility and autonomy. Plans own work to meet given objectives and processes. ENSURE/ADVISE Works under broad direction. Is fully accountable for own technical work and/or project/ supervisory responsibilities. Receives assignments in the form of objectives. Establishes own milestones and team objectives, and delegates responsibilities. Work is typically self-initiated. INITIATE/ INFLUENCE Has defined authority and responsibility for a significant area of work, including technical, financial and quality aspects. Establishes organisational objectives and delegates responsibilities. Is accountable for actions and decisions taken by self and subordinates. SET STRATEGY/ INSPIRE Has authority and responsibility for all aspects of a significant area of work, including policy formation and application. Is fully accountable for actions taken and decisions made, both by self and subordinates. STANDARDS FOR DAY RATE CARDS The rates do not include VAT, which would be added at the rate prevailing at the time. The rates do not include expenses, which would be charged if required, at cost, in addition, and in accordance with customer staff expenses rates. The rates assume a 7.5 hour working day (although all of our consultants are flexible to some degree, to ensure peaks of work are met). The working week is from Monday to Friday excluding national holidays. OFFERED DISCOUNTS Lockheed Martin is willing to offer the following wide range of discounts. Prompt Payment: We offer a discount on the payment within 15 days of a fully authorised invoice. The discount is typically in the region of 0.5%, and we offer a sliding scale of discount until the 30 day mark after which there is no discount available for prompt payment; Payment in Advance: If a customer pays some or all of the assignment price at the outset of the assignment then we offer a discount on the percentage of the final fee paid in advance. For example, for payment of 100% of the fee in advance we discount 1% down a sliding scale of 0.1% for 10% paid in advance; 7
Volume Number of days: If a particular assignment or group of assignments for a customer falls into a set band of days then a discount is applied to the total cost. The days are grouped in 100-day bands with 500+ being the upper band. Discounts are presented on a sliding scale from 1.5% to 5% (See table below); Volume Expenditure: An alternative to the number of days is the level of expenditure. This works in exactly the same way as the Number of Days discount except the bands are monetary values. The values are grouped into 75,000 bands with the upper band in this case is 375,000+. The range of discount is the same as the Volume - Number of Days discounts (See table below); Time length of assignment: If at the outset of an assignment the customer commits to a set number of days then we discount on a basis similar to that for Volume - Number of Days, the difference here is that the commitment is made at the beginning of the project and the discount is greater for the customer; Return of unused money/resources: If a customer has paid a fixed price for an estimated number of days work, and it becomes clear that the work will take significantly less than estimated then we only invoice for an agreed number of days; and Follow-on work: For work which is an immediate follow-on of a previous contract with no break in the assignment we offer a discount of 1.5%. EFFORT/FIXED PRICE COST DISCOUNT OVER AGREED RATES COMMENT <100 days / 74,999 100-199 days / 75,000-149,999 200-299 days / 150,000-224,999 300 399 days / 225,000-299,999 400 499 days / 300,000 to 374,999 >500 days / > 375,000 0% Can be considered on an individual basis 1.5% Discount not applied retrospectively 2.25% Discount not applied retrospectively 3.5% Discount not applied retrospectively 4.25% Discount not applied retrospectively 5% 8
SECTION 4 GENERAL ENGAGING WITH LOCKHEED MARTIN At Lockheed Martin it is our mission to make engagement with us as simple as possible. You can contact Lockheed Martin through one of the following methods: Email: gcloud@civil.lmco.com Telephone: 0141 814 3700 (ask for Morag Young our GCloud Services Manager or Craig Donnelly, our Public Sector Sales Director) You can follow us on Twitter @lmuktweets We are always keen to engage with you to discuss your requirements even if these are at a very early stage. Lockheed Martin offers a free of charge discovery meeting to discuss your requirements and to set out how we are able to assist your Organisation. This applies across the full range of services offered in our Catalogue on Cloudstore. We honour the following Service Level commitments in relation to any work we are requested to undertake: We will schedule a discovery session with you within 5 days of contacting us; We respond to all requests for quotations within two working days of receipt of the enquiry; Once we agree the requirements with yourselves, Lockheed Martin produces and returns a detailed proposal within five working days; Depending upon the size and scale of the assignment, Lockheed Martin endeavours to commence work within ten working days of formal proposal acceptance. Our engagement model is flexible to suit many different scenarios, we are happy to provide our services on the following (or any combination thereof): Fixed price; Time & Materials; Target Price; On-site individuals or teams; and Blended delivery (customer and Lockheed Martin teams). Lockheed Martin has no minimum length of engagement or order value for the work that we undertake. ORDERING AND INVOICING Lockheed Martin accepts electronic orders and provides electronic invoices. Please contact us at the email address above if you would like to discuss this further.. For any orders placed, Lockheed Martin provides order confirmation which includes a detailed cost breakdown. Prior to the commencement of any work secured under the G-Cloud framework, Lockheed Martin request that you provide a customer acceptance of the order and also the completion of a Call-Off Contract. We are happy to commence work on a Letter of Intent which indicates that orders and call-offs are being prepared. Lockheed Martin will agree the invoicing frequency and mechanism in advance of any assignment commencing. 9
TERMS AND CONDITIONS For a full example of Lockheed Martin s terms and conditions please refer to the Lockheed Martin Terms & Conditions for Cloud Services document. Depending on the type of service being procured, additional elements such as licences and support may need to be incorporated into the terms and conditions. We are also happy to use your terms and conditions as a basis for a contract. CUSTOMER RESPONSIBILITIES For any specified call off requirement, the dependencies on the customer associated with the work (which could differ in each case) are discussed and agreed prior to the commencement of the work, and form part of the Call Off contract. 10
WE RE A BIT DIFFERENT AT LOCKHEED MARTIN We re driven to be better at everything we do. Our mission is simple - to be the best provider, employer and investment for our customers, employees and investors alike. To achieve this, we need to continually deliver on our vision of being the leading global provider of business technology solutions to the Energy, Transport and Public Service sectors. Alongside our ambitious targets, it s our core values that are the guiding principles that govern the way we do business and provide a blueprint for a more rewarding way to work for our employees. Our core values should be evident in everything we do. CONTACT US Call us on +44 (0)141 814 3700 Email us at: gcloud@civil.lmco.com GET SOCIAL twitter.com/lmuktweets linkedin.com/company/lockheed-martin civil.lockheedmartin.co.uk