SIMPLECRUMB LTD

Project/Rollout Workflow Management Service

SimpleCrumb’s Cloud Pilot Management service enables collaborative management and automated workflow of research, experimental or operation-wide projects.

Maximises productivity of process under tight cost controls through agile working, delivering sustainable outcomes unlocking otherwise complex, limited or budget-restricted workflows aimed at overcoming expensive, legacy human intervention-based healthcare and other government practices.

Features

• Specialised experience delivering workflows for pilot citizen services.
• Create/automate workflows across multiple applications with unified workflow.
• Integrated workflows across functions, teams, and silos.
• Collaboration capabilities for complex multi-organisation workflows
• Case management, documentation management, prioritisation and escalation
• Process improvement, re-engineering or retirement embedded in our standard approach.
• Delivery at speed utilising our accelerators and delivery framework.
• Migration path to full workflow/service roll-out as standard
• Full audit suite for peer review and approvals
• Compliant to Government security standards up to an OFFICIAL SENSITIVE

Benefits

• Cost effective approach to transforming/enhancing legacy process and citizen services.
• Enables fixed cost piloting as a basis to evaluate feasibility
• Facilitates acceleration of operational processes through using workflow technologies
• Demonstration of end-to-end workflow across entire citizen journey.
• Well-established in piloting mission critical workflow for public sector
• Quick on-boarding, our team is expert in rapid deployment
• Reduce operational cost using streamlined process-enabled resource efficiencies.
• Delivers real time business intelligence for scrutiny/audit
• Secure access and automated notifications enabled for external users/suppliers
• Cloud agnostic - public, private or hybrid cloud

£349.99 a transaction a day

• Education pricing available

Service documents

• Pricing document

  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 ben.johns@simplecrumb.com. Tell them what format you need. It will help if you say what assistive technology you use.

Framework

G-Cloud 14

Service ID

211476955967263

Contact

Benjamin Johns
01752270750
ben.johns@simplecrumb.com

Planning

• Planning service: Yes
• How the planning service works: First, we work to understand the buyer's unique business requirements and budgetary constraints through a variety of discovery techniques, data analysis and stakeholder feedback. ; ; This will be achieved through a series of workshops designed to collate requirements (and restrictions) from all stakeholders.; ; Once we understand your business needs and likely deliverables, we will create a comprehensive plan which sets out the main steps and milestones aimed at achieving transition from a legacy, manually-driven system to as as close to full automation as the hosting/associated systems will allow. ; ; We ask that the buyers approve these milestones. We then get in to the really detailed planning, intended to encompass the technology environments and platform approaches that need to be included - typically infrastructure-as-a-service (IaaS), platform-as-a-service (PaaS), software-as-a-service (SaaS), and/or function-as-a-service (FaaS) fit into the broader enterprise mission, priorities, and architecture. To this we append the detailed cloud hosting and/or software services.; ; Testing and user acceptance testing is included in the planning and pre-agreed with the buyer to assure minimal disruption to live environments.
• Planning service works with specific services: No

Training

• Training service provided: Yes
• How the training service works: During the planning of a project we will prepare and agree a training plan, to ensure likely requirements are trapped at this early stage rather than once in a live environment, and that stakeholders are able comfortably able to work with all relevant solution components. ; ; The Training Plan identifies the objectives, vision, approach, and delivery mechanisms for the training over the course of the engagement.; ; Our training is delivered by our professional staff, who are involved with our provision of cloud services to the customer from the start. Successful initial training is a major part of user adoption, so we take great care in ensuring training is provided that is at a level that all users, technical and non-technical will be comfortable with.; ; Training and skills transfer is achieved in a number of ways:; • Formal training courses (usually online); • On-the-job training and mentoring (Hybrid); • Specific mentoring programmes for the key individuals; • Topical workshops to stimulate joint learning and innovation.
• Training is tied to specific services: No

Setup and migration

• Setup or migration service available: Yes
• How the setup or migration service works: We follow proven multi-stage migration paths that ensure safe migration with minimal disruption to operational services, first-rate understanding of the technologies, suppliers, procurement routes challenges/lessons learned, which all ensure a robust migration strategy. ; ; As part of our migration services, we routinely track risks, issues and dependencies and manage the various suppliers through the migration process, from setup to configuration and operational readiness review. ; ; Some of the areas covered include:; ; Functionality: This refers to the capability of the solution to meet functional/non-functional business needs to demonstrate how effectively the system meets the requirements that are specified by the business. ; ; Usability: This requirement evaluates how user-friendly the solution is.; ; Accessibility: Confirms that the solution can be accessed by all users especially those with disability or special needs.; ; Scalability: Determine that the solution can cope when high volumes of data or users access the solution. ; ; Availability: Users must be able to make use of the solution at the required times and in the right way (web, mobile, etc).; ; Support and Maintenance: Ensure that user requests, change requests, incidents and problems are properly managed, and in a timely manner.
• 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: Quality Management is an important aspect of our approach to delivery, which covers Workflow overall, and specifically aspects such as CRM, communications, governance and risk management, security, strategy development, data analytics, and project management.; ; We have implemented and follow a quality management system that is externally accredited to meet the requirements of the ISO 9001:2015 Quality Management Standard.; ; We are committed to pursuing quality improvement within all aspects of our engagement with our customers. Our quality system covers the major activities of IT solutions development and adherence to good practice is mandatory. Our personnel are familiar with our approach to quality procedures.; ; Quality involves conducting reviews of the project at the end of every phase to ensure that deliverables, milestones, and overall delivery are maintained and lessons learned are incorporated into the next phase.

Security testing

• Security services: No

Ongoing support

• Ongoing support service: Yes
• Types of service supported:
  • Hosting or software provided by your organisation
  • Hosting or software provided by a third-party organisation
• How the support service works: We manage support for all services in this category in-house, for Trial or live environments.; ; We provide service desk support, remote or onsite engineering support as required, incidents management and project management services.; ; All technical staff are fully accredited and experienced, and deliver services based on ITIL Best Practice. ; ; We provide Service availability based on 99.99% (except for planned maintenance). Incidents are based on a Priority 1-4 level, with response times ranging from 1hr (P1) to next business day (P4). The buyer can access the Desk via phone, email, Web Chat, or portal. ; ; A ticket will then be raised and a Media Specialist support engineer will be assigned, backed up with scalation routes to Service Delivery and to the Services Director.; ; We provide a layered set of support SLA (Platinum , Gold, Silver, Bronze) which we customize to best fit the clients requirement and optimisation goals. Operational services cover the typical ITIL elements such as ; incident , problem resolution and monitoring but also incorporates automation and self-service features. We are able to offer 24 x 7 support where required.

Service scope

• Service constraints: We are not aware of any generic constraints. Technical constraints to our service are usually specific to the buyer requirements and landscape, which would be assessed at time of engagement workshop.

User support

• Email or online ticketing support: Email or online ticketing
• Support response times: Within 24 working hours
• 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: Web chat
• Web chat support availability: 9 to 5 (UK time), Monday to Friday
• Web chat support accessibility standard: WCAG 2.1 AA or EN 301 549
• Web chat accessibility testing: Our digital workflow services are designed to provide industry standard chat services with product configuration. These are tested by product for assistive technology and we have use cases where we work with assistive users .
• Support levels: Standard (no extra cost) 9.00 to 17.00 Monday to Friday (Bank Holidays excluded, extended hours are available on request and at extra cost).; ; We respond within 60 minutes and, during working hours, and will immediately triage the incident into a Support Priority 1 - 4 basis. ; ; Response and fix times vary from 1 hour to next business day depending on level of priority. ; ; Priority 1s are in place to ensure high levels of performance;; · 95% first time fix; · 30 minute response time; · 24 hours resolve time (P1-P4).; ; Change requests not classified as standard will be charged in line with our SFIA rate card.

Resellers

• Supplier type: Not a reseller

Staff security

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

Standards and certifications

• ISO/IEC 27001 certification: No
• ISO 28000:2007 certification: No
• CSA STAR certification: No
• PCI certification: No
• Cyber essentials: Yes
• Cyber essentials plus: No
• Other security certifications: No

Social Value

• Social Value:

  Social Value

  • Fighting climate change
  • Covid-19 recovery
  • Tackling economic inequality
  • Equal opportunity
  • Wellbeing

  Fighting climate change

  SimpleCrumb are aware of its buyers' own fighting climate change obligations and accordingly works routinely with all our clients delivering meaningful measures for this on a collaborative basis, and includes this within our initial workflow management scoping under a shared plan of action.; ; We agree with the buyers on how we will monitor, measure and report on our commitments/the impact of our proposals, and do so in line with our buyer's own reporting requirements.; ; Generally, our contribution to fighting climate change is based on implementing effective measures to deliver any/all of the following benefits through the contract:; • MAC 4.1 Deliver additional environmental benefits in the performance of the contract including working towards net-zero greenhouse gas emissions.; • MAC 4.2 Influence staff, suppliers, customers, and communities through the delivery of the contract to support environmental protection and improvement.; ; Specific metrics/benefits delivered under one of our client workflow programmes usually include reduction in emissions of greenhouse gases through delivering more efficient Workflow and using Cloud services to do so, and reducing staff time on any given process and the associated benefits to our climate that this brings.

  Covid-19 recovery

  Our approach to ‘Covid-19 recovery’ is based on benchmarking our Workflow offerings with our Buyer's own commitments in this area. Routinely this means implementing effective measures aligned to:; • MAC 1.1: Creation of new employment opportunities and/or re-training and return to work opportunities for those left unemployed by COVID-19.; • MAC 1.2: Support for people and communities to manage and recover from the impacts of COVID-19, including those worst affected or who are shielding. We work with the NHS in this particular regard already.; • MAC 1.3: Under our Workflow packages, we have enabled support for organisations and businesses to manage/recover from the impacts of COVID-19, including where new ways of working are needed to deliver services remotely - arguably the biggest defence against Covid-19 we can offer.; • MAC 1.4: We have first-hand experience of our Workflow service supporting the physical and mental health of people affected by COVID-19, through reducing the demand on specific health and care services.; • MAC 1.5: Improvements to workplace conditions that support the COVID-19 recovery effort including effective social distancing, remote working, and sustainable travel solutions.; Differing Workflow solutions will vary the extent of outcomes under each of these important metrics, therefore reporting on these is usually carried out by our buyers themselves.

  Tackling economic inequality

  As an SME ourselves, we are very focused on this aspect of Social Value. There are clear alignments to our Workflow Services that deliver benefit against the various MAC measures in this area, in particular:; • MAC2.1: Creating opportunities for entrepreneurship and help new organisations grow.; • MAC2.2: Creation of employment/training opportunities for people who face barriers to employment with known skills shortages or high growth sectors.; • MAC2.3: Support educational attainment including training schemes; • MAC 3.1: Create a diverse supply chain including new businesses/entrepreneurs/start-ups/SMEs/VCSEs/mutuals.; • MAC 3.2: Support innovation and disruptive technologies throughout the supply chain to deliver lower cost, higher quality goods/services.; • MAC 3.3: Support the development of scalable and future-proofed new methods to modernise delivery and increase productivity.; • MAC 3.4: Demonstrate collaboration and a fair/responsible approach to working with supply chain partners.; • MAC 3.5: Demonstrate action to identify/manage cyber security risks in the delivery including in the supply chain. This is usually mandated anyway by our Buyers, however we ensure that we fully aligned with trending considerations in this key area.

  Equal opportunity

  We are very aware of our client commitments in the area of Equal Opportunity and the various aspects of this - Race, Anti-discrimination, and Disability Adjustment being particularly relevant to our Workflow service - and accordingly we routinely build measures in to our projects to support our buyers ensuring that we are actually implementing effectively against all the specific measures set out in the key MAC objectives: ; • MAC 5.1: Supporting a real increase in the representation of disabled people in any project (or downstream service) that we facilitate.; • MAC 5.2: Support for disabled people in developing new skills relevant to the contract, including enabling training for skills/experience and recognised qualifications.; • MAC 6.1: Enforcing action to identify/tackle inequality in employment, skills, and pay in the contract workforce.; • MAC 6.2: Support in-work progression to help people, including those from disadvantaged/minority groups, to move into higher-paid work by developing new skills relevant to the contract.; • MAC 6.3 Demonstrate action to identify/manage the risks of modern slavery in the delivery of the contract, including in the supply chain.; ; For reporting on these measures we work with our buyers as we are more enablers than beneficiaries for these measures

  Wellbeing

  Our projects/support are key enablers in the area of Wellbeing, and benefits of this are more prevalent within our Buyer's environments than our own as we are an SME. ; ; We are mindful that our buyers have specific obligations in the area of Wellbeing for staff and the environment, and we routinely build measures in to our projects to support our buyers with this. The key areas that our Workflow projects focus on in implementing effective measures are based on;; • MAC 7.1: supporting health and wellbeing for our buyer workforce (as well as our own), including physical/mental health.; • MAC 7.2: Influencing staff, suppliers, customers, and communities where we can to support health and wellbeing, including physical and mental health.; • MAC 8.1: Collaboration with users and communities in the co-design and delivery of the contract to support strong integrated communities. This is a core deliverable, as well as a wellbeing benefit derived from our Workflow Services.; • MAC 8.2: support for strong, integrated communities - again, a natural benefit of our Workflow initiatives.

Pricing

• Price: £349.99 a transaction a day
• Discount for educational organisations: Yes

Service documents

• Pricing document

  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 ben.johns@simplecrumb.com. Tell them what format you need. It will help if you say what assistive technology you use.