ATKINSRÉALIS UK LIMITED

Cloud Customer Experience

Using qualitative and quantitative research, we enhance the cloud experience of your staff and customers, aiming for sustainable & maintainable continuous improvement. We empower teams to evolve continually, refine and optimise processes, products, and services, constantly engaging with a diverse range of stakeholders to gain feedback and validate decisions.

Features

• Discovery and gap analysis of your organisation’s current customer experience.
• Customer journey investigation, including gaining agreement between operations and IT.
• Holistic Customer journey mapping, to gain consensus and agreement.
• Diagnosing causes of customer pain points, needs, and behaviours.
• Visualising entire service journey, cross-functional and multi-channel touchpoints.
• Developing user group personas and user profiles, conducting user research.
• Building reporting dashboards for enhanced information.
• Cloud-focused customer experience design to meet your business requirements.
• Market research, tool analysis, and vendor selection support.
• Planning, advising, and assurance of the customer experience solution implementation.

Benefits

• A cloud customer experience designed to suit your requirements.
• Easy Scalability enabling resource optimisation based on demand.
• Highly available, high-quality & useful information, understood by users.
• A scalable, flexible, and resilient solution to meet future demands.
• Cost-effective customer experience based on business demand.
• Reduced effort and rework with effective implementation and governance.
• The right tooling, vendors, licensing that works for your budget.
• Enable improved citizen engagement, enhanced security and compliance.
• Robust planning and oversight, ensuring the right outcome is achieved.
• Reduced overheads with consolidation of tooling and approach.

£600 a unit a day

• Education pricing 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 ukwinwork@atkinsrealis.com. Tell them what format you need. It will help if you say what assistive technology you use.

Framework

G-Cloud 14

Service ID

203103698668185

Contact

Martin Yeoman
+44 1372 75 2023
ukwinwork@atkinsrealis.com

Planning

• Planning service: Yes
• How the planning service works: • Needs Assessment: This discovery & Diagnostic phase includes a comprehensive review and understanding of the current customer experience, processes, people real needs and pain points, systems, capabilities and business objectives that informs customer journey mapping.; • The design phase includes the high-level design approach, the detailed requirements specification, and Vendor Evaluation as well as the governance frameworks to deliver a customised solution.; • The planning phase includes the creation of a robust roadmap for both immediate and later stage work, the resourcing requirements, acceptance criteria and detailed plans for implementation, ; • The assurance phase is carried out throughout the build and implementation of the desired cloud customer experience, and ensures oversight, alignment with design, and that the eventual delivered solution meets the business expectations required. ; • The exploitation phase involves the review and improvement of the customer experience through a series of planned upgrades and improvements, ensuing that the solution remains current and competitive. Examples include design of data models, products, and services that enable the classification, transformation and surfacing of data in the appropriate method to enable improved customer interaction e.g., via reporting, dashboarding, applications, to achieve business objectives.
• Planning service works with specific services: No

Training

• Training service provided: Yes
• How the training service works: We can provide instructor-led training for users and technical staff to ensure rapid adoption of and smooth transition to new software and cloud hosting. In addition to training, we work closely work with our customers to deliver tailored knowledge transfer. We see knowledge transfer as an integral element of our assignment delivery so that our customers can continue to realise benefits after the assignment is complete. It is for that reason that we prefer to work as an integral part of the client team, building knowledge and familiarity within the client team as we go. We believe that one of our key strengths is imparting our knowledge and experience throughout the lifecycle of a project. By engaging with clients in this way, we can transfer a firm understanding of the work being undertaken, the techniques being employed, and the deliverables being created.
• Training is tied to specific services: No

Setup and migration

• Setup or migration service available: Yes
• How the setup or migration service works: We provide you with a seamless cloud customer experience by prioritising accessibility, reliability, security, and usability, ensuring that customers can easily navigate services, access support when needed, and derive maximum value from the cloud solutions. Effective communication, personalised interactions, and proactive problem-solving are key elements in our approach cultivating positive cloud customer experiences, fostering trust, loyalty, and long-term relationships between customers and providers. Our service will support the planning, design, and vendor selection of appropriate cloud solutions and services for migration. ; We provide expert guidance, with a user-centric approach designed to ensure the right services are identified and delivered to meet your business objectives. With the thorough assessment of the existing ecosystem, developing the service strategy, comprehensive requirement capture, robust planning, resource identification, and appropriate designs and architecture, we can help you to provide the cloud implementation teams with the material, requirements, and constraints they need to successfully carry out your cloud migration. ; In addition, we can advise on and oversee the cloud migration activities, to ensure following the requirements set, as well as support final assurance, verification, and validation of the migration, to ensure it has been successfully completed.
• Setup or migration service is for specific cloud services: No

Quality assurance and performance testing

• Quality assurance and performance testing service: Yes
• How the quality assurance and performance testing works: Our Aerospace, Defence, Security and Technology (ADS&T) division within AtkinsRéalis holds ISO 27001 and all our UK businesses are independently certified as achieving the ISO 9001:2015 quality management standard.; New software or hosting will be subject to a rigorous testing plan agreed with the client. Each functional and non-functional requirement will be tested and will be retested at the end of each sprint to confirm its continued operation. Repetitious testing shall be scripted and automated where appropriate.; Customer journeys will be tested by both testing engineers and sampled end users, where practicable. Performance will be tested in conditions as close as possible to real-world conditions, including network/internet traffic and transactional load, as well as under exceptional loads such as the running of large MI reports.; In the event that a customer requirement cannot be met as expected, we will support clients in either rejecting the new product/capability or, where appropriate, in agreeing a pragmatic relaxation of an aspect of the original requirements. The quality assurance of the new software, capability or hosting shall cover not just the validation of requirements, but also the suitability of the “look and feel” for the end users.

Security testing

• Security services: Yes
• Security services type:
  • Security strategy
  • Security risk management
  • Security design
  • Cyber security consultancy
  • Security testing
  • Security incident management
  • Security audit services
• Certified security testers: No

Ongoing support

• Ongoing support service: No

Service scope

• Service constraints: This cloud data architecture service covers the assessment, design, planning, and assurance activities for the creation / modification of cloud-based data platforms. ; It does not cover the implementation, testing, operating, or maintaining of a cloud data platform service, or cloud migration. Instead, this service can be used in conjunction with other AtkinsRéalis services, if platform establishment is also desired. ; The following AtkinsRéalis cloud service offerings are available to carry out these other parts of the lifecycle: ; • Service Integration for Cloud Operations ; • Service Management Optimisation for Cloud Operations ; • Service Transition for Cloud Operations.

User support

• Email or online ticketing support: Yes, at extra cost
• Support response times: Our dedicated Technical Support team supports external customers, during contracted hours of support. Response times are aligned to the following incident priority levels:; • A - Critical, respond in 2 working hours providing circumvention instructions where possible or fix.; • B - Major, respond in 4 working hours details as per priority A.; • C&D - Functional or intermittent Incident, respond in 8 working hours details as per priority A.; Classification details are available for each Priority.
• User can manage status and priority of support tickets: No
• Phone support: Yes
• Phone support availability: 9 to 5 (UK time), Monday to Friday
• Web chat support: No
• Support levels: Standard Support is available during 08:00 – 18:00 hours, Monday to Friday (not English Public Holidays). Incidents may be logged via the web, telephone, or email during these times. Additionally, Incidents may be logged via the web outside of these hours, but they will not be progressed until the next working day. Software fixes will be progressed during these hours, and a release made available in line with the Customers agreement. 7 days per week – see Standard Hours, the addition being able to log and receive responses to Incidents during the additional hours. Please note that we operate a Restoration of Service (RoS) approach to support on the additional days e.g., Saturday, Sunday and English public holidays – See below for RoS definition. 24/7 - see 7 days per week, the addition being able to log and receive responses on a 24/7 basis. Restoration of Service (RoS) – during extended hours of support the aim is to get the Customer operational as soon as possible. Software fixes will not be provided during the additional hours of support. Incidents remain the responsibility of the Technical Support team throughout the life cycle.

Resellers

• Supplier type: Not a reseller

Staff security

• Staff security clearance: Conforms to BS7858:2019
• Government security clearance: Up to Developed Vetting (DV)

Standards and certifications

• ISO/IEC 27001 certification: Yes
• Who accredited the ISO/IEC 27001: Lloyd's Register Quality Assurance Limited
• ISO/IEC 27001 accreditation date: 06/04/2024
• What the ISO/IEC 27001 doesn’t cover: N/A
• ISO 28000:2007 certification: No
• CSA STAR certification: No
• PCI certification: No
• Cyber essentials: Yes
• Cyber essentials plus: Yes
• Other security certifications: No

Social Value

• Social Value:

  Social Value

  • Fighting climate change
  • Tackling economic inequality
  • Equal opportunity
  • Wellbeing

  Fighting climate change

  AtkinsRéalis are committed to achieving social value on everything we deliver. Everything we do supports our goal of delivering outstanding project outcomes for our clients, but also ensuring that we leave a legacy for our client and their stakeholders, whether it be environmental, social, or economic. As a global organisation working on the world’s biggest Infrastructure, Transport and Energy programmes we always work to ensure that climate change is considered. Tailored commitments will be agreed through the buying process.; Sustainability is at the heart of AtkinsRéalis purpose - engineering a better future for our planet and its people. As an organisation we have signed up to the United Nations Framework Convention on Climate Change's (UNFCCC) Race to Zero global campaign and signed the Business Ambition for 1.5oC commitments. We have signed The Climate Pledge, working towards net zero by 2030 and are in the process of setting science-based targets. ; We support clients in safeguarding what we do today to enhance the environment and protect future generations from harm, this is fundamental to AtkinsRéalis’ sustainability policy and Sustainable Business Strategy. ; We have a series of approaches that we use through the delivery of our cloud projects, including:; • Considering whole life carbon when designing systems and assets to minimise carbon.; • Utilising a variety of tools (appropriate to the sector and client) to assess whole life carbon from embodied to in-life to end of life.; • Raising awareness about climate change to stakeholders of the projects to ensure clear understanding.

  Tackling economic inequality

  AtkinsRéalis are committed to achieving social value on everything we deliver. Everything we do supports our goal of delivering outstanding project outcomes for our clients but also ensuring that we leave a legacy for our client and their stakeholders, whether it be environmental, social, or economic. Tailored commitments will be agreed through the buying process.; We are committed to creating a healthy future for communities and the wider economy. We do this through creating new businesses, jobs and skills and working with supply chain partners to create capacity and resilience.; We recognise some of the digital and cyber skills shortages facing the UK and are actively participating and promoting careers from school age children through to lifelong training. This is often delivered through STEM outreach schemes such as Governors for Schools programme and CyberFirst. This can include upskilling activities delivered by some of our highly skilled professionals ranging from interview and job preparation (e.g., CV support, Mock interviews) through to technical training (e.g., cyber security, digital skillset, STEM-based careers, supply chain engagement). We promote our full-time opportunities to priority groups based on the area of operation. (e.g., people living in regionally and nationally deprived areas /disabled people/ people who are underrepresented in the industry including Women, BAME, LGBT+ etc.).; We understand the opportunities a diverse supply chain can bring to complement our overall solution we are providing to our clients, such as innovation, improved productivity, novel or new technologies or niche skillsets. As a large organisation we have a large network of approved suppliers from diverse backgrounds including small and medium enterprises that we can utilise as required. These suppliers go through our due diligence process to ensure they meet our standards (i.e. around cyber security) and we are working with suppliers who share our values.

  Equal opportunity

  AtkinsRéalis are committed to achieving social value on everything we deliver. Everything we do supports our goal of delivering outstanding project outcomes for our clients but also ensuring that we leave a legacy for our client and their stakeholders, whether it be environmental, social, or economic. Tailored commitments will be agreed through the buying process.; We have achieved the platinum standard on Cleared Assured Accreditation and are well positioned in its advocacy of ED&I practices. We are committed to creating an inclusive, collaborative culture for all of its employees and sub-contractors and feeding back value directly to our clients. ; AtkinsRéalis is a member of Inclusive Employers, a national network of businesses committed to building inclusive workplaces. Our processes have enabled us to create inclusive and diverse teams that will benefit clients with better performance, diversity of thinking and enhanced creativity. We are committed to cultivating a thriving diverse and inclusive work environment, where differences are valued and respected, and all staff are valued, supported, and treated fairly. ; Equal opportunity is fundamental to how AtkinsRéalis operates. From the moment a candidate applies to a vacancy of ours, we assess how we can best ensure equality. With this in mind, we are committed to ensuring that we select and recruit the best people for each role based on their ability to do the job, in line with the needs of the business, irrespective of the candidates’ gender identity, marital status, disability, sexual orientation, health, age, race, nationality, religion, employment status, or membership or non-membership of a trade union. We pursue this commitment by having clear and concise procedures and guidelines for HR and line managers to ensure policies are fully understood and implemented.

  Wellbeing

  AtkinsRéalis are committed to achieving social value on everything we deliver. Everything we do supports our goal of delivering outstanding project outcomes for our clients but also ensuring that we leave a legacy for our client and their stakeholders, whether it be environmental, social, or economic. Tailored commitments will be agreed through the buying process.; We are passionately committed to changing the way we think about, and deal with mental/ physical health and wellbeing in the workplace. Without a happy, healthy, and energised team we wouldn’t be able to serve our clients in the innovative way we want to and make substantive change like cloud transformation possible. We live by our own values and ensure these are embedded in our delivery. When undertaking our work, we ensure all stakeholders have a safe and open dialogue to talk about health and wellbeing and access appropriate support. ; We consider ourselves long term partners with communities, upskilling people and enabling wellbeing benefits over the long term. This can include:; • Partnering with local groups and charities to invest in community wellbeing appropriate to the services being delivered. ; • Training our staff to deliver inclusive design in every piece of work to account for those with accessibility issues. ; • Designing with users'’ wellbeing in mind. (Implementing user centered design principles and co-designing with the stakeholders who will use cloud technology.; • Engaging with stakeholders; to raise awareness to address specific wellbeing agendas, such as mental health.

Pricing

• Price: £600 a unit a day
• Discount for educational organisations: Yes

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 ukwinwork@atkinsrealis.com. Tell them what format you need. It will help if you say what assistive technology you use.