ITS COMPUTING LIMITED

Case Management for Dynamics 365

Case management built on Microsoft Dynamics 365 and hosted within the Azure cloud. Encapsulates all flavours of case management including complaint, investigation, inspection and grant management. Automation and digitisation of processes, citizen interaction through a public portal and comprehensive reporting and BI capability.

Features

• Complete delivery of a case management solution on Dynamics 365
• Integration using SSIS, Web services, client API, CSV, XML import
• Powerful document integration with Microsoft SharePoint Online
• Unique and powerful integration with Microsoft Teams and SharePoint
• Secure UK, EU or worldwide hosting
• Mobile Apps for access on Android and iOS devices
• Responsive UI for use on any device
• Processing of complaints, investigations, inspections, enquiries, fitness to practice
• SLA adherence and escalation procedures. Comprehensive support and training package
• Business Process Management & Digital transformation

Benefits

• Better decision making through efficient management of cases
• Efficiency savings from streamlining business processes with workflow automation
• Direct citizen interaction through a public portal
• “One and done” online service delivery to the citizen
• Insightful, single consistent view of the citizen
• Maximises existing investments in Microsoft Dynamics 365
• Rapid deployment, flexible configuration and implementation
• Customisable dashboards, reporting and BI across all case processes
• Host platform adheres to UK Government Security principles
• Simple, familiar Microsoft UI, reducing training needs for end users

£870 a unit a day

• Free trial available

Service documents

• Pricing document

  PDF

• Skills Framework for the Information Age rate card

  PDF

• Service definition document

  PDF

• Terms and conditions

  PDF

Request an accessible format

If you use assistive technology (such as a screen reader) and need versions of these documents in a more accessible format, email the supplier at G-Cloud@its-computing.co.uk. Tell them what format you need. It will help if you say what assistive technology you use.

Framework

G-Cloud 14

Service ID

131235375112850

Contact

Julie McMenemy
02895 929227
G-Cloud@its-computing.co.uk

Service scope

• Software add-on or extension: Yes, but can also be used as a standalone service
• What software services is the service an extension to: Existing Dynamics 365 instances.
• Cloud deployment model: Public cloud
• Service constraints: Full details of the Microsoft Dynamics 365 service can be found here - https://docs.microsoft.com/en-gb/dynamics365/#pivot=main&panel=apps
• System requirements:
  • https://learn.microsoft.com/en-us/dynamics365/customer-service/
  • RAM - A minimum of 4 GB
  • Bandwidth greater than 1 Megabit / second
  • Latency under 150 ms
  • Latest three major releases of Microsoft Edge
  • Latest three major releases of Google Chrome

User support

• Email or online ticketing support: Email or online ticketing
• Support response times: ITS's service levels for incident response and restoration, are defined by Priority Level (P1 – P4) for time taken to provide an automated response (Acknowledge), in-person response (Respond) and Fix / Restore. Standard response times are : P1 – Critical Acknowledge - 30 minutes Response - 1 Hour Target Resolve - 4 Hours P2 – High Acknowledge - 1 Hour Response - 4 Hours Target Resolve - 8 Hours P3 – Medium and P4 – Low response times, are agreed per contract. The response times are applicable during 09:00 – 17:00, Monday to Friday and excludes public holidays and weekends.
• User can manage status and priority of support tickets: Yes
• Online ticketing support accessibility: WCAG 2.1 AA or EN 301 549
• Phone support: Yes
• Phone support availability: 9 to 5 (UK time), Monday to Friday
• Web chat support: No
• Onsite support: Yes, at extra cost
• Support levels: ITS's service levels for incident response and restoration, are defined by Priority Level (P1 – P4) for time taken to provide an automated response (Acknowledge), in-person response (Respond) and Fix / Restore.; ; ITS's standard response times are as follows:; ; P1 – Critical ; Acknowledge - 30 minutes Response - 1 Hour; Target Resolve - 4 Hours; ; P2 – High; Acknowledge - 1 Hour Response - 4 Hours; Target Resolve - 8 Hours; ; P3 – Medium and P4 – Low response times, are agreed per contract.; ; The above response times are applicable during 09:00 – 17:00, Monday to Friday and excludes public holidays and weekends.; ; Software Support provided by Online portal available 24 x7. Additional Support & Service Management packages are available, based upon requirements.
• Support available to third parties: No

Onboarding and offboarding

• Getting started: Microsoft Dynamics 365 makes available comprehensive guidance, help, training and troubleshooting materials as part of the Microsoft Dynamics 365 Service. Within the Administration Portal, there are links to many of the resources available, including:; Help articles for users and administrators who need to manage Microsoft Dynamics 365.; Community forums/wikis where help articles and white papers are published; Service Health dashboard for information regarding outages/issues. Microsoft offers a range of services to organisations, eg FastTrack to aid onboarding to the service, and the Dynamics Learning Portal to help partners and organisations optimise the use of the service.; ; ITS also provide JIT (Just in Time) training mechanisms in the form of Floorwalkers and short videos focusing on specific functionality that the client will be leveraging. This is bolstered by user training, train the trainer training, administrator training and user manuals for all users.
• Service documentation: Yes
• Documentation formats:
  • HTML
  • PDF
• End-of-contract data extraction: At any point user can export data from Microsoft Dynamics 365. This use the Software Development Kit (SDK), manually export data using the data export functionally. Users can also use standard reports which export to various formats, including .xlsx, .csv and .xml.
• End-of-contract process: ITS places great emphasis on ensuring continuity of services for our customers. With an exit strategy in hand at the outset of the relationship, our customer’s needs will be incorporated into the contract, ensuring minimum business and customer disruption in the event that the relationship is completed. The exit strategy will be reviewed annually, or when significant change occurs.; There are several considerations to be made when developing an exit plan. This includes, but is not limited to:; • Continuing Service Requirements; • Data Security and Privacy; • Knowledge and Documentation Transfer; • Costs; • People

Using the service

• Web browser interface: Yes
• Supported browsers:
  • Microsoft Edge
  • Chrome
• Application to install: No
• Designed for use on mobile devices: Yes
• Differences between the mobile and desktop service: Dynamics 365 allows access and functionality to be provided via a mobile device, web browser or mobile application. The solution supports a model that only requires configuration to be carried once regardless of how the solution is accessed.
• Service interface: No
• User support accessibility: WCAG 2.1 AA or EN 301 549
• API: Yes
• What users can and can't do using the API: The Web API provides a development experience that can be used across a wide variety of programming languages, platforms, and devices. The Web API implements the OData (Open Data Protocol), version 4.0, an OASIS standard for building and consuming RESTful APIs over rich data sources. .; ; The web API is part of the Dynamics 365 Software Development Kit (SDK). The SDK contains a wealth of resources, including code samples, which are designed allow powerful vertical applications to be built using the Microsoft Dynamics 365 platform. It is a guide for developers writing solutions, server-side code, client applications and extensions, custom business logic, plug-ins, integration modules and custom workflow modules.
• API documentation: Yes
• API documentation formats: HTML
• API sandbox or test environment: Yes
• Customisation available: Yes
• Description of customisation: Microsoft Dynamics 365 is a highly customisable and flexible business application. The bulk of the customisations can be carried out without requiring custom development. This includes amending and creating new entities, forms, view and workflow processes. For cases that do require custom development, ITS experienced Microsoft specialists will work with the customer to deliver these customisations.

Scaling

• Independence of resources: The service operates multiple scale groups in each data centre and automatically provisions new customers into a scale group. The architecture of scale groups is designed to meet the many needs of operating a service at scale, including security, scalability, performance, tenant isolation, serviceability, and monitoring. Each customer has their own individual database, separate from other customers’ databases. Data processing is logically segregated through capabilities specifically developed to help build, manage, and secure multitenant environments.

Analytics

• Service usage metrics: Yes
• Metrics types: Organisation Insights provides quick view of key Dynamics 365 metrics such as the number of active users and page requests. The Dynamics 365 Administration Portal provides an overview of each instances 'service health' including service degradation and storage capacity.; ; ITS also provides dashboards and reporting aligned to particular solution requirements. Typically these show case or call run rate, response times, status, process stages and root cause analysis as well as any Business Intelligence or Management Intelligence information required.
• Reporting types:
  • Real-time dashboards
  • Regular reports

Resellers

• Supplier type: Reseller providing extra features and support
• Organisation whose services are being resold: Microsoft

Staff security

• Staff security clearance: Conforms to BS7858:2019
• Government security clearance: Up to Security Clearance (SC)

Asset protection

• Knowledge of data storage and processing locations: Yes
• Data storage and processing locations:
  • United Kingdom
  • European Economic Area (EEA)
  • Other locations
• User control over data storage and processing locations: Yes
• Datacentre security standards: Complies with a recognised standard (for example CSA CCM version 3.0)
• Penetration testing frequency: At least once a year
• Penetration testing approach: ‘IT Health Check’ performed by a Tigerscheme qualified provider or a CREST-approved service provider
• Protecting data at rest:
  • Physical access control, complying with CSA CCM v3.0
  • Physical access control, complying with SSAE-16 / ISAE 3402
  • Encryption of all physical media
  • Other
• Other data at rest protection approach: For data at rest, Office 365 deploys BitLocker with AES 256-bit encryption on servers that hold all messaging data, including email and IM conversations, as well as content stored in SharePoint Online and OneDrive for Business. BitLocker volume encryption addresses the threats of data theft or exposure from lost, stolen, or inappropriately decommissioned computers and disks.; In some scenarios, we use file-level encryption. For example, the files and presentations uploaded by meeting participants are encrypted by using AES encryption.
• Data sanitisation process: Yes
• Data sanitisation type: Deleted data can’t be directly accessed
• Equipment disposal approach: Complying with a recognised standard, for example CSA CCM v.30, CAS (Sanitisation) or ISO/IEC 27001

Data importing and exporting

• Data export approach: Data can be exported from Microsoft Dynamics 365 through the Export to Excel feature and using web service APIs documented in the Dynamics 365 SDK. Data can also be exported using the data export service.
• Data export formats:
  • CSV
  • Other
• Other data export formats:
  • .TXT
  • .XML
  • .XLSX
• Data import formats:
  • CSV
  • Other
• Other data import formats:
  • .TXT
  • .XML
  • .XLSX

Data-in-transit protection

• Data protection between buyer and supplier networks:
  • TLS (version 1.2 or above)
  • Legacy SSL and TLS (under version 1.2)
  • Other
• Other protection between networks: For data in transit, all customer-facing servers negotiate a secure session by using TLS/SSL with client machines to secure the customer data. This applies to protocols on any device used by clients, such as Skype for Business Online, Outlook, and Outlook on the web.; see also http://aka.ms/Office365CE
• Data protection within supplier network:
  • TLS (version 1.2 or above)
  • IPsec or TLS VPN gateway
  • Other
• Other protection within supplier network: Full details can be found at https://learn.microsoft.com/en-us/purview/office-365-encryption-in-the-microsoft-cloud-overview.

Availability and resilience

• Guaranteed availability: ITS support and maintenance agreements are agreed per customer, based on customer requirements and provide guaranteed acknowledgement or resolution of issues within the agreed service level. Standard system availability target of the service is 99.5%.
• Approach to resilience: Data resilience is available directly from Microsoft. Further information can be found at https://msdn.microsoft.com/en-us/library/hh771583.aspx.
• Outage reporting: Via the Microsoft service status portal, Email, Alerts or Mobile Application.

Identity and authentication

• User authentication needed: Yes
• User authentication:
  • 2-factor authentication
  • Identity federation with existing provider (for example Google Apps)
  • Username or password
  • Other
• Other user authentication: Users with cloud identities are authenticated using traditional challenge/response. The web browser is redirected to the Office 365 sign-in service, where you type the user name and password for your work or school account. The sign-in service authenticates your credentials and generates a service token, which the web browser posts to the requested service and logs you in.; ; Users with federated identities are authenticated using Active Directory Federation Services (AD FS) 2.0 or other Security Token Services. The service determines that you are part of a federated domain and offers to redirect you to the on-premises Federation Server for authentication.
• Access restrictions in management interfaces and support channels: Dynamics 365 and Office 365 comes with a set of administrator roles that you can assign to users in your organisation. Each admin role maps to common business functions, and gives those people permissions to do specific tasks the Office 365 admin center.; ; https://support.office.com/en-gb/article/About-Office-365-admin-roles-da585eea-f576-4f55-a1e0-87090b6aaa9d?ui=en-US&rs=en-GB&ad=GB; ; https://support.office.com/en-gb/article/Assign-admin-roles-in-Office-365-eac4d046-1afd-4f1a-85fc-8219c79e1504?ui=en-US&rs=en-GB&ad=GB
• Access restriction testing frequency: At least once a year
• Management access authentication:
  • 2-factor authentication
  • Identity federation with existing provider (for example Google Apps)
  • Username or password

Audit information for users

• Access to user activity audit information: Users have access to real-time audit information
• How long user audit data is stored for: Between 6 months and 12 months
• Access to supplier activity audit information: Users receive audit information on a regular basis
• How long supplier audit data is stored for: Between 6 months and 12 months
• How long system logs are stored for: Between 6 months and 12 months

Standards and certifications

• ISO/IEC 27001 certification: Yes
• Who accredited the ISO/IEC 27001: SGS United Kingdom Limited
• ISO/IEC 27001 accreditation date: 16/01/2024
• What the ISO/IEC 27001 doesn’t cover: Statement of Applicability is available upon request.
• ISO 28000:2007 certification: No
• CSA STAR certification: No
• PCI certification: No
• Cyber essentials: No
• Cyber essentials plus: No
• Other security certifications: Yes
• Any other security certifications: ISO 9001:2015 - Quality Management Systems (QMS)

Security governance

• Named board-level person responsible for service security: Yes
• Security governance certified: Yes
• Security governance standards:
  • ISO/IEC 27001
  • Other
• Other security governance standards: FISMA/FedRamp, EU Model Clauses, HIPAA/HITECH, ISB 1596, ISO 27018, SASE16 SOC1 & SOC 2.
• Information security policies and processes: The Microsoft Cloud Security Policy is available via the Service Trust Platform aka.ms/stp

Operational security

• Configuration and change management standard: Conforms to a recognised standard, for example CSA CCM v3.0 or SSAE-16 / ISAE 3402
• Configuration and change management approach: Once logged via ITS Service Desk and routed to the appropriate support team:; • The proposed change is processed, tracked and managed via the ITS Service Desk, facilitating management reporting on overall change status ; • The proposed change is assessed for impact to the business and process requirements inc. solution design and architecture, infrastructure, security, and resource personas; • Approval or rejection of a change is formally given and recorded and all interested parties notified; • The change is progressed effectively, in a timely and controlled manner; • Configurable items associated with the change are maintained
• Vulnerability management type: Conforms to a recognised standard, for example CSA CCM v3.0 or SSAE-16 / ISAE 3402
• Vulnerability management approach: In support of the Information Security Policy, multiple layers of antivirus software ensure protection from common malicious software. Servers run anti-virus software that scans files uploaded and downloaded from the service for viruses or other malware. Mail coming into the service run through the Exchange Online Protection engine, which uses multiple antivirus and antispam engines to capture known and new threats. ; ; Additional information may be found in the relevant service descriptions and Service Level Agreement (SLA). ; ; Microsoft has its own Security Response Center (MSRC) that also supplies information to all our customers covering the whole range Microsoft products.
• Protective monitoring type: Conforms to a recognised standard, for example CSA CCM v3.0 or SSAE-16 / ISAE 3402
• Protective monitoring approach: Within Microsoft, the management of security for Microsoft Dynamics 365 is shared across several organisations. The Online Services Security and Compliance (OSSC) group within C&E (Cloud and Enterprise) group is responsible for collecting, monitoring, and archiving event data from a variety of sources within C&E, including: ; ; - Collection of security events from C&E managed domain controllers. ; - Collection of security events from Microsoft Dynamics CRM Online production servers.; - SysLog collection of firewall and IDS events for Microsoft Dynamics CRM Online production servers.; - SysLog collection of authentication records for all network devices.
• Incident management type: Conforms to a recognised standard, for example, CSA CCM v3.0 or ISO/IEC 27035:2011 or SSAE-16 / ISAE 3402
• Incident management approach: Please see http://aka.ms/DynamicsSIM

Secure development

• Approach to secure software development best practice: Independent review of processes (for example CESG CPA Build Standard, ISO/IEC 27034, ISO/IEC 27001 or CSA CCM v3.0)

Public sector networks

• Connection to public sector networks: No

Social Value

• Social Value:

  Social Value

  • Fighting climate change
  • Equal opportunity
  • Wellbeing

  Fighting climate change

  ITS currently has ISO 14001:2015 accreditation and have had so since 2004. As part of achieving this accreditation on a recurring basis, ITS have a living Environment Policy which outlines the environmental and sustainable efficiencies in place and audited within the organisation. These are extensive in nature, but include; 1. Carbon Reduction Plan, 2. Property Rationalisation - The impact of Covid-19 has accelerated the change in working practices with increased remote working. Accordingly, we have reviewed our property footprint and plan to reduce our property square footage in 2024 to recognise our remote working policy and reduce our overarching carbon footprint and energy consumption.; 3. Waste Management - At ITS, we are committed to reducing waste to landfill, by refusing, reusing and recycling wherever possible. As an office-based business, our waste is minimal and where it cannot be recycled, it is sent to a waste-to-energy facility. We have reduced single-use plastic from our offices, by providing reusable alternatives to single-use coffee and water cups. ; 4. Colleague Engagement - A network of Eco Champions drawn from across the business is in place with the objective of raising awareness of environmental issues, encouraging environmentally responsible behaviour and running employee led environmental projects.; 5. Environmental Monitoring - The Environmental Oversight Committee is responsible for overseeing the recording of electricity and gas usage.; 6. Environmental Legislation - The Environmental Oversight Committee is responsible for the successful establishment and maintenance of the Register of Environmental Legislation. Relevant Environmental Legislation, governing the environmental aspects of the activities, products and services of the company is documented in the register. ; 7. Identification of new environment aspects - The Environmental Oversight Committee has overall responsibility for the maintenance of the Register of environmental aspects.

  Equal opportunity

  As a business, we are committed to being diverse and inclusive. We focus on understanding, appreciating, and valuing 'difference', both visible and invisible, and recognise the positive impact a diverse workforce can have on our business and our clients and customers.; At ITS, we strive to offer a working environment that provides equality and acceptance for all, regardless of age, gender, gender identity, race, national or ethnic origin, religion or belief, language, political beliefs, sexual orientation, and physical ability.; The differences our employees bring enrich and enhance our culture, creating one that is open, inclusive, and reflective of the diverse society in which we all live and work. This then enables our people to leverage:; • Diverse thinking; • Skills; • Leadership experience; • Working styles.; Through our commitment to diversity and inclusion, you will benefit from engaging with a wide range of people at ITS, all with differing backgrounds, skills, and experience. You can be confident that our employees have been selected based on their relevant experience and what they can bring to the relationship.; Our diverse workforce and inclusive business environment are underpinned by our global guiding principles, robust policies, clear goals, and appropriate training. We ensure diversity and inclusion is embedded throughout the organisation from the establishment of our Diversity and Inclusion (D&I) team.; The Board and Executive Team have endorsed a Diversity and Inclusion Policy and a Strategic Plan which holds clear statements of our values, standards, and the actions we are taking.

  Wellbeing

  Through the ITS People and Culture forum, great focus is placed on employee health and wellbeing. The forum covers the following area, each run by a dedicated sub group:-; Disability and Mental Health; The Disability and Mental Health team are very passionate about supporting all our colleagues and ensuring great mental health. Each member of the team is a qualified mental health first aider and available for one-to-one support. ; Physical Health; At ITS we know that physical and mental health are equally as important. Our Physical Health champions are always looking for opportunities to bring awareness and arrange activities for colleagues. The aim of the activities are to achieve physical health in a no pressure, supportive environment and on some occasions a little competitiveness!; Diversity and Inclusion (D&I); The Diversity & Inclusion team champions gender, culture, equality, diversity & inclusion across ITS. The champions embed this within our culture; This is reflected in how we operate and the decisions we make. As advocates of our diversity and inclusion strategy we provide leadership support and raise awareness of the value Diversity & Inclusion brings.; Charity; At ITS we have annually nominated Charity of the year, as suggested & voted for by our colleagues. Our Charity champions facilitate and arrange activities, which are not only fun, but help raise money for our colleagues chosen good cause.; Environment; Our Environment champions are passionate and key to helping us as a society, reduce our negative impact on the environment, but also as a business to meet our company target of reducing carbon and achieving net zero target.; Social; Our Social Champions are key to ensuring a successful work life balance and, as well as promoting colleague relations inside and outside of the workplace, through a fun packed calendar of social events.

Pricing

• Price: £870 a unit a day
• Discount for educational organisations: No
• Free trial available: Yes
• Description of free trial: https://dynamics.microsoft.com/en-gb/dynamics-365-free-trial/; ; Standard Microsoft free trial.

Service documents

• Pricing document

  PDF

• Skills Framework for the Information Age rate card

  PDF

• Service definition document

  PDF

• Terms and conditions

  PDF

Request an accessible format

If you use assistive technology (such as a screen reader) and need versions of these documents in a more accessible format, email the supplier at G-Cloud@its-computing.co.uk. Tell them what format you need. It will help if you say what assistive technology you use.