MASTEK SYSTEMS COMPANY LTD

Oracle CRM, Customer Experience Cloud Transformation & Implementation Consultancy

Outcome driven digital transformation, implementation, data migration, and integration consultancy with expertise across the Oracle Cloud suite including Finance, Procurement, HR & Payroll, CRM, Analytics, Planning and Budgeting.
Using in-house developed System Usage Analysis Dashboards, Mastek supports organisations to measure & monitor their outcomes utilising KPIs, benchmarking and agreed baselines

Features

• Public Sector knowledge gained through more than 100 successful projects
• Cloud Readiness & Adoption service providing business transformation capability
• Proven agile methodology from over 1,200 Cloud customers globally
• Dashboards helping customers benchmark system performance, measure & monitor outcomes
• Industry ready solutions & accelerators for the UK Public Sector
• Services to health check and roadmap deployments to assist ROI
• Supporting change management
• Experienced programme and project management
• ETL tools to support data migration
• Use of Oracle Analytics for Archiving historic data

Benefits

• Best Practice implementation approach to mitigate project risks
• Standardised implementation methodology
• Established delivery resourcing model providing cost effective transformations
• Flexible Commercial approach including risk sharing options
• Innovative technology solutions enhancing the User Experience
• Continuous Improvement Programme realising a faster ROI
• Rapid and Accelerated implementation process
• Gartner & Everest recognised for Functional Expertise & Excellent Execution
• Oracle Partner-of-the-Year for ERP, HCM and Customer Advocacy
• Accelerated delivery resulting in reduced-cost and short implementation programme

£350 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 kelvin.worley@mastek.com. Tell them what format you need. It will help if you say what assistive technology you use.

Framework

G-Cloud 14

Service ID

269559532526509

Contact

Kelvin Worley
07714521628
kelvin.worley@mastek.com

Planning

• Planning service: Yes
• How the planning service works: Mastek will engage as part of “readiness” activities - a key step in the transformation journey and the first step in forming a partnership of trust and respect with a common goal to succeed. We will walk through our ADOPT approach, detailing roles & responsibilities, confirming scope, assumptions, agreeing project timescales, ensuring that all dependencies and business considerations are understood and that timescales are achievable.; We will provide a system overview to key stakeholders to aid understanding of Oracle Cloud and the transformation opportunity through the adoption of best practice processes. This will help gauge any business change support that will be required.; In the initial planning stage our project manager will work closely with you to:; • Ensure the right people have been identified for the project delivery team ; • Determine appropriate project governance and reporting; • Agree project governance; • Produce a project charter and detailed project plan; • Undertake a stakeholder workshop; • Walk through our change tools and approach to support and enable change.; • Agree stakeholder reports and communications to ensure that they can easily monitor the project’s progress, maintaining confidence of informed decisions in a timely manner
• Planning service works with specific services: Yes
• Hosting or software services the planning service works with: All Oracle Cloud services

Training

• Training service provided: Yes
• How the training service works: Mastek understands the importance of training and has developed an implementation approach that has knowledge sharing embedded throughout, starting from the first day when key business users first see Oracle Cloud Applications. ; Mastek views training as an on-going process and not just a phase. At every stage of our process key business users will see their knowledge increase and will be “hands on” with the Oracle Application.; ; We acknowledge that there will be a number of varied layers of training required to meet the client’s needs from those users who will be running the system through to the end users. We will work with you to determine a training strategy which will clearly outline an agreed approach.; Our standard approach is to deliver training to the key users. We expect the project key users to be members of the central team who have in depth knowledge of the processes across the business.
• Training is tied to specific services: Yes
• Services the training service works with: All Oracle Cloud Services

Setup and migration

• Setup or migration service available: Yes
• How the setup or migration service works: One of the most important components to ensuring success is “collaboration”. It is essential that all parties work together as one project team, building trust and working as a partnership, each bringing their expertise and knowledge to the project. The Mastek approach builds a strong joint team approach from day one, ensuring we understand the vision and project objectives. Working together as a team will drive through transformation with Oracle Cloud and adoption of the standard processes leading the way.; Evosys has a wealth of experience in extracting data from legacy, source systems, transforming and loading data into Oracle Cloud Services. During the planning stage, we will go through the data migration approach in detail, defining access required to the source system(s) and data cleansing activities that can start in preparation for tasks scheduled early in the implementation. A Data Migration Strategy will be produced detailing all data items for migration (including history requirements) and entry/exit criteria for each of the trial data migration runs.
• Setup or migration service is for specific cloud services: Yes
• List of supported services: All Oracle Cloud Services

Quality assurance and performance testing

• Quality assurance and performance testing service: Yes
• How the quality assurance and performance testing works: Testing is an iterative approach for Mastek. We configure the modules and regularly show to the key users to check and test the system and approve it. This would be an iterative and continuous approach throughout the implementation.; Mastek has a dedicated Quality Assurance Team which ensures that all our Projects adhere to global Quality standards; The following standards and procedures are extensions to the Project Management Plan for any project that Mastek undertakes:; • The Project team members will internally review all the documents before review by the QA Team; • Mastek’s Quality Assurance Team will perform the QA of key deliverables under the guidance of the Quality Manager.; • QA will be done for specific project milestones and key deliverables in accordance with the schedule identified in the project management plan ; • The QA team is subdivided into functional SME and technical SME teams as the primary focus areas of the review

Security testing

• Security services: No

Ongoing support

• Ongoing support service: Yes
• Types of service supported:
  • Buyer hosting or software
  • Hosting or software provided by your organisation
  • Hosting or software provided by a third-party organisation
• How the support service works: In addition to the implementation and migration to your new Oracle Cloud solution, we can also offer a flexible Application Managed Support Service providing routine services such as Oracle Update Review & Testing Service, Environment Management as well as incident & problem management. The service is further enhanced by the Mastek Value Based Analytics Advisory Service.; The Service includes:; • Service Management; • Functional support; • Service requests management with Oracle; • New feature reviews and outlining new functionality in upcoming releases; • Issue resolution; • Cloud patching assistance; • Functional enhancements; • Role security settings ; • Documentation enhancement. ; • Creation of new entity or organisation ; • Training ; • Setup of new functionality ; • Cloud upgrades ; • Custom reporting requirements

Service scope

• Service constraints: There are no constraints within the scope of this defined service

User support

• Email or online ticketing support: Yes, at extra cost
• Support response times: Mastek offer support solutions which are tailored to a customers needs, whether these be; ; 24 x 7 x 365; Business Hours + OOH On-call; Business Hours ; ; Response/Resolution times are agreed with a customer prior to commencement of service and can be flexed up or down (with an associated change in cost) by a customer during the term of their contract.; ; Response times can be vary against differing call priorities and customers may escalate calls via their service manager. ; ; Typical Maximum Response times are; ; Priority-1 1-hour; Priority-2 2-hours; Priority-3 4-hours; Priority 3 1-day
• User can manage status and priority of support tickets: Yes
• Online ticketing support accessibility: None or don’t know
• Phone support: Yes
• Phone support availability: 9 to 5 (UK time), Monday to Friday
• Web chat support: Web chat
• Web chat support availability: 24 hours, 7 days a week
• Web chat support accessibility standard: WCAG 2.1 A
• Web chat accessibility testing: Cosmetic/component failure or malfunction causing virtually no impact on the client’s ability to operate significant business processes or production. Most of these errors are handled through the Web chat.
• Support levels: Mastek provides following support levels; ; Sev.1 - Very high - Showstopper, not able to continue business ; Sev.2 – High - Technical defect, bug, error impacting business, but business can continue with minimal work around ; Sev.3 – Medium - Technical defect, bug or error not impacting business, as work around is available for the same ; Sev.4 - Low - Cosmetic

Resellers

• Supplier type: Not a reseller

Staff security

• Staff security clearance: Other security clearance
• Government security clearance: Up to Security Clearance (SC)

Standards and certifications

• ISO/IEC 27001 certification: Yes
• Who accredited the ISO/IEC 27001: DNV Business Assurance
• ISO/IEC 27001 accreditation date: 12/04/2023
• What the ISO/IEC 27001 doesn’t cover: Few sales offices are not covered under this certification scope.
• 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
  • Covid-19 recovery
  • Tackling economic inequality
  • Equal opportunity
  • Wellbeing

  Fighting climate change

  For every opportunity we deliver in G-Cloud, we will identify opportunities to provide environmental benefits (MAC4.1), and influence environmental protection and improvement, (MAC4.2).; Mastek understands the importance of being an environmentally sustainable business entity. We have a board-approved Carbon Reduction Plan for Net-Zero emissions by 2035, a programme of reduction activities that will ripple down through all our contracts. We work with Carbon Footprint, who help us to monitor and report on our carbon reduction reports. In 2023 we achieved Carbon neutral through offsetting climate-damaging carbon emissions. We have a Global board who communicate internally and externally to encourage more environmentally sustainable working practices, and we have demonstrated compliance through achieving ESOS and ISO 14001 certification. We have committed to designing Science Based Initiative Targets by Oct 24. ; We align to the UN Sustainable Goals to mitigate and adapt to climate change, improve clean air and water, minimise waste, utilise natural resources, sustainability and efficiency, enhance biosecurity, enhance the natural environment.; Our partner, GoCodeGreen will work with us on GCloud projects to identify carbon savings in software development and implementation and also to support training through their academy on green technology; ; Our Carbon Reduction Plan is reinforced by KPIs, of which we will deliver the following with G-Cloud:; • Engagement with customers, supply chain partners to influence environmental performance of supply chain, supporting them to measure scope 3 emissions; • Reduce employees’ travel emissions by 20% from baseline; • Reduce energy consumption/ use only green energy to bring to 100% renewable energy by 2030; • Effective recycling of technology equipment – donating up to 20 hardware units every year of the contract ; • Changing Behaviours Campaign for all staff to raise awareness and improve personal carbon emissions through quarterly webinars and updates

  Covid-19 recovery

  Mastek is committed to positively impacting individuals and communities. We created a social value action plan targeting unemployment and negative wellbeing effects that we will apply to those working on this contract. ; Employment Creation, Re-training and Return to Work Opportunities ; Performing demographic analysis, we understand the under 30s, and over 50s were adversely affected by COVID-19. As part of our recruitment strategy, we work with 50+ recruitment agencies targeting these groups and apply recruitment for GCloud 14 services to support this initiative.; As part of the 5% Club, we ensure a minimum of 5% of our workforce are on graduate schemes/apprenticeships or certified training programmes; currently, we are at 11%. We support Coders Guild and other local educational programmes to up-skill young people, removing barriers to participation in learning. We work with Restless 50 recruitment agencies to help over 50’s into work.; Improving Workplace Conditions to Support COVID-19 Recovery; We have successfully supported all our workforce who suffered from COVID-19. In reaction to physical and mental impacts, we introduced “Work Ways”, enhancing our previous flexible working initiative, empowering our people to balance work-life and enabling COVID-19 sufferers to return to work. This is also available to those returning from maternity and sabbaticals. This support, alongside wellbeing sessions, will be available to all involved in this framework. ; We introduced a booking system to ensure social distancing and desk booking. Where appropriate, we offer flexible hours and locations. The expansion of our secure infrastructure ensures services will not be negatively impacted where remote working is applicable. Currently, over 80% of our workforce works from home, showing the integrity of our infrastructure.

  Tackling economic inequality

  For every G-Cloud opportunity we deliver, depending on time and suitability, we will leverage our 18-Month, level 4 Digital Skills Programme Academy. This is our unique solution to Tackling Economic Inequality and creating employment and training opportunities. Modules are customised with buyers and are bespoke to project needs. The benefits include cost-effective resources and a pool of trained project staff. We target applicants from underrepresented groups who would not usually access careers within digital technology, such as ex-offenders, women returners, those without a degree or from low socio-economic backgrounds. It addresses the barriers to accessing roles and training within the industry, contributes to social mobility, and encourages participation from under-represented groups promoting equal opportunity. The methodology is blended learning, combining online virtual sessions and on-job experiences, coaching and mentoring. ; Mastek has launched a women return to work campaign, ReShine; the focus; on supporting an easy transition into the second innings of careers. We have developed breaking barriers – both these initiatives support women in technology. ; We work with The Ability People to address barriers for those with disabilities entering and remaining within the workforce, and work with Auticon and Employ Autism providing work placements and work experience for those who are neurodiverse. We are disability confident employers. In addition for our GCloud assignments we:; • Are signatories of the Armed Services Covenant, we will support veteran’s career events and work placements. ; • Are STEM ambassadors and support schools with reaching their Gatsby Targets – through careers fairs, assembly talks and work experience. ; • engage with colleges, universities and community groups providing support to access jobs within the sector – including mentoring and paid work experience. ; • provide level 7 Apprenticeships/Graduate programmes, delivering project capabilities. We ensure schemes exceed 5% of the workforce our 5% Club commitment.

  Equal opportunity

  Mastek will leverage our global equal opportunities initiatives to support the delivery of our GCloud services. We are an equal opportunities employer, positively targeting diversity and inequality in employment, skills and pay as core to our growth plan. We have: Integrated our Social Value and CSR policies with diversity and equal opportunities as a central tenant; benchmarked by external experts. ; We have a DEI council with global targets, actively addressing inequality, measuring progress, reporting at board level. We have inclusive and accessible recruitment; have expanded recruitment channels providing parity of opportunities for disadvantaged, BAME, LGBTQ, Women in Tech, Code First Girls, and disabilities. We ensure staff are disability aware by running workshops with The Disability People to raise awareness and create an inclusive environment. ; We monitor the diversity spread of job applicants across roles by introducing a recruitment monitoring control form and database. Our pay structure framework ensures fairness/lawfulness, addressing the gender pay gap. We benchmarked pay and rewards against the market, consulting with Willis Tower Watson. ; We challenge the issues perpetuating the imbalance of women in Tech. We are STEM ambassadors, have an Internal Leadership Development Programme for Women, promote International Women's Day with a month of roundtable events, and have assessed job advertisements to make them more attractive to women (flexible working, compressed hours, what works for them with family commitments). Women panellists are used in our promotion interviews.; We conduct quarterly audits of our GCloud Supply Chain to minimise the likelihood of inequality occurring in our partner’s businesses and use Alturna to carry out annual supply chain audits. Mastek has published its modern slavery statement and designed mandatory training for all staff and suppliers.

  Wellbeing

  Mastek knows the impact of poor mental and physical health on society, the economy, and internally. We support our staff's physical, emotional and mental health and work to create a positive and supportive workplace culture and cascade our commitments to influence our supply chain partners in our GCloud engagements. Our approach is aligned/benchmarked against the Mental Health at Work six standards of commitment and Mind’s Thriving at Work recommendations. ; For each project within the G-Cloud framework, we will: ; • Design and communicate our Physical and Mental Health at Work action plan to all involved with each GCloud project, including engagement with wider stakeholders; • Prioritise well-being/assess risks of work-related stress in our GCloud engagements (recent WFH surveys/juggling work/parenting). With Silver Oak Health, we offer Employee Well-being/Assistance programme options, including 24/7 access to a dedicated helpline/online/face-to-face counselling; • Ensure inclusive and accessible recruitment practices, development practices and retention-focused activities for our GCloud assignments; • Ensure our GCloud delivery partners can demonstrate commitment to the policy outcome and have signed the Mental Health at Work Commitment. We will monitor and report on progress.; • Create a GCloud related programme of events to raise awareness of wellbeing and mental health issues – such as male cancers and Movember – fundraising and educating all involved in the project. These events will be timetabled and communicated through a web portal, and all encouraged to take part; • Offer one fully paid volunteering day annually per employee deployed on GCloud assignments to support local charities – these can be built into mental health awareness or fundraising. ; • We will provide training for mental health first aiders across the scope of GCloud projects and host time to talk events and webinars (open to the entire ecosystem) on health and wellbeing

Pricing

• Price: £350 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 kelvin.worley@mastek.com. Tell them what format you need. It will help if you say what assistive technology you use.