CRM for for Freedom of Information Request Management

CRM for for Freedom of Information Request Management

CONTENTS... 3 OUR SERVICES AND ASSURANCES 4 Information Assurance 4 On-boarding and Off-boarding Processes 4 Service Management Details 4 Service Levels 5 Financial recompense model for not meeting service levels 5 Training 5 IMPLEMENTATION AND PROJECT MANAGEMENT 7 Technical requirements 8 Trial Service 8 ENGAGING WITH EQUINITI 9 Ordering and invoicing process 9 Termination terms 9 Customer responsibilities 9 ABOUT EQUINITI ICS 10

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With the increasing demands on the public sector to provide improved citizen level services and satisfaction alongside the ever increasing need to reduce the financial operating envelope whilst also improving citizen and stakeholder engagement and reporting, most central government and associated bodies are looking at alternatives to the traditional operating methodology. To this end many are considering or have implemented Microsoft Dynamics CRM. Equiniti ICS s implementation of Dynamics CRM and provision of case management, in conjunction with our partner Optevia, enables public sector organisations to manage cases more effectively whilst also helping in addressing areas such as Digital by Default. Case management has been provided across the public sector and across a wide raging portfolio of case management types from Legal thru to Ombudsman and from National Security thru to Regulatory requirements. Microsoft Dynamics CRM is a fully integrated customer relationship management (CRM) system and the most frequently selected CRM application within the UK Public Sector today. Equiniti ICS and Optevia offer FOI Management Essentials and Microsoft Dynamics CRM solution combined to deliver the best of Microsoft Dynamics CRM 2013 & 2015 with Central Government specific facilities to enable CRM to be easily and quickly implemented within a Central Government context for handling FOI requests. FOI Management Essentials for Microsoft Dynamics CRM is the result of 10 years of development working alongside over 30 Central Government organisations Our FOI Solution is designed to facilitate the following themes: Help a Government organisation maintain its compliance with the FOI Act. Improve citizen, stakeholder and employee engagement Increase FOI service levels and response times Rationalise, automate and track organisational workflow processes Helping to deliver more effective case management at less cost Providing effective specific reporting to management, stakeholders, parliament and other related organisations. 03

OUR SERVICES AND ASSURANCES Information Assurance Equiniti is accredited to ISO/IEC 27001:2005, these accreditations ensure we maintain and continually review all Security Management Systems and carry out regular risk assessments. We currently provide hosted solutions for Government bodies which require a high level of security and resilience and where we are hosting sensitive data requirements at OFFICIAL and Official-SENSITIVE (previously IL2 and IL3) classification. On-boarding and Off-boarding Processes Equiniti works with customers to define and validate their requirements to determine the exact configuration of the solution. The on-boarding and off-boarding process will be dependent on the specific requirements of the solution. We will provide a detailed estimate of effort required for the implementation and an outline implementation plan within 10 working days. A standard implementation will normally take one to two months to complete the configuration work and provide a pilot system for the organisation. If dedicated links are required, specification will be agreed and a plan provided. Dedicated communication links can take up to four months to implement. Service Management Details Equiniti takes full responsibility for the delivery and on-going maintenance of the total delivered solution. We provide service management arrangements based on ITIL principles. Using this service Management methodology, the support will ensure Equiniti comply with the contract Service Level Agreement with respect to response times, remote connectivity, defect resolution, maintenance, upgrades and change controls. The on-line CRM solution will be configured to meet an agreed functional requirements specification. After the functional specification is agreed, the solution can only be modified through a formal change control procedure. This ensures that ongoing development of the system will be fully controlled. We have a full complement of support staff to manage the systems and availability of the Equiniti Cloud Services, with the Availability Management team providing 24x7 cover for our datacentre to manage incidents arising and alerts raised by the system management tools. 04

Service Levels Standard Equiniti support and maintenance agreements provide guaranteed acknowledgement or resolution of issues within the agreed service level. Equiniti ICS standard response times are as follows: Response time target for accessing screens of the system will be within 3 seconds (at a minimum) 99% of the time. Response time target for simple searches for information and displaying results within the system should be within 5 seconds 95% of the time (Response times exclude network latency) Standard system availability target of the service is 99.99%. We provide a single contact point for all problems including advice on all aspects of the solution, be it on the hardware or software side. Financial recompense model for not meeting service levels Equiniti endeavour to meet all SLA and KPI s. As standard Equiniti will provide an Account Manager, a Project Manager and a Support Manager for all of our projects with the responsibility to ensure we are meeting any agreed SLA s. Equiniti operate a partner relationship engagement that we believe is key to support a long-term, successful service. Our approach offers an open and honest interactive service that delivers clear outputs that can be reported against with agreed MI reporting and regular meetings. We would offer and encourage the framework client to have strong links within the Equiniti delivery team and provide forums for both formal and informal discussions where required. Training Equiniti are highly experienced in training delivery in the public, private and third sectors with projects ranging from 18,000 users to one-to-one training for people with disabilities. Equiniti aim to ensure that all training is closely tailored to project requirements and provided by training professionals with project-specific application expertise, meaning all of our G-Cloud clients can be confident in the quality and efficacy of the service. 05

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IMPLEMENTATION AND PROJECT MANAGEMENT Equiniti work closely with the customer to produce an implementation plan, which will be produced to incorporate: Timescales and resource requirements System configuration including user setup and organisation specific static data and content System verification User training on the system Project management and governance Communication to users and stakeholders We work closely with the customer, providing the necessary expertise and guidance to ensure a smooth implementation and go-live, and subsequently to provide ongoing system support and service management. 07

Technical requirements The minimum and recommended client PC specification for accessing this service is as follows: Component Minimum Recommended Processor 2.9 gigahertz (GHz) or faster x86- or x64-bit dual core processor with SSE2 instruction set 3.3 gigahertz (GHz) or faster 64- bit dual core processor with SSE2 instruction set and 3MB or more L3 cache Memory 2-GB RAM 4-GB RAM or more Display Super VGA with a resolution of 1024x768 Super VGA with a resolution of 1024x768 The default position for any web based application is that a solution should be supported on the following browsers: Internet Explorer on Windows Google Chrome on Windows Mozilla Firefox on Windows Safari on OSX and ios. This default position may be overridden by specific business requirements, but any project must be aware this may push up costs and delivery times. Trial Service Equiniti provide a 3-month online-crm trial service covering up to five users. There is a one-off setup charge for this trial service, deductible from the full service setup charge if this proceeds within 12 months of the trial. Also a free of charge trial of the Microsoft Dynamics CRM 2015 application is available using the Microsoft Public Cloud by registering at: http://www.microsoft.com/en-gb/dynamics/crm.aspx. Please note, these trials relate only to the core Microsoft Dynamics CRM solution and not to add-on modules or Adxstudio. 08

ENGAGING WITH EQUINITI Equiniti is an experienced partner in the delivery of business systems and solutions and project management. Our dedicated consultants are always keen to engage with you to discuss your requirements, even if these are at the very early stages. You can contact Equiniti ICS through any of the following ways: Email: gcloud@equiniti-ics.com Telephone: +44 (0) 2890 454 166 (ask Laura Templeton, our Bid Manager or Stephen McVittie, our Sales Director) You can also follow us on twitter (Twitter: @Equiniti_IT) or connect to our LinkedIn network to see our dedicated IT Services content. Ordering and invoicing process Customers will complete standard registration/order form, provided on-line. They will be invoiced on a monthly basis. Payment must be made within 30 days using bank transfer to the Equiniti ICS banking details provided. Where this is our standard approach, Equiniti is focused on making engaging with us as simple as possible. If you would like to discuss further options please contact us on the above email address. Termination terms Our standard terminations contract notice is as following: Customers will give one months' notice of termination. Equiniti will provide one years notice of a service being withdrawn. However we understand every customer has a unique set of requirements and we work with all our clients to develop Terms and Conditions which will work for both parties. Please refer to Equiniti ICS Terms and Conditions for more details. Customer responsibilities Customers shall be responsible for providing all agreed information and data to enable Equiniti to perform its obligations under this Agreement. Customers shall provide Equiniti with reasonable access to appropriate members of the consumer s staff, as may reasonably be required, after reasonable notice having been given by Equiniti, so that Equiniti can discharge its obligations under this Agreement. 09

ABOUT EQUINITI ICS Equiniti ICS keeps things running smoothly behind the scenes for some of the best-known brands and public sector organisations in the UK. We specialise in providing smart technology solutions including case, complaint and customer relationship management to clients in complex and highly-regulated markets. We work with our clients to deliver real solutions with real results. We understand that every customer is different, so we create customised solutions and offer flexible delivery, SLA and workforce models. Our mission is to make the complex simple About the Equiniti Group The Equiniti Group is a leading business process services outsourcing provider. It was formed in 2010 by combining the resources and expertise of two businesses: Xafinity and Equiniti. With over 3,000 employees and over 2,200 clients Equiniti Group is a trusted player in the both public and private sectors and in industries as diverse as health, education and finance. 10

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