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Boxfusion Consulting Limited

Oracle Helpdesk Implementation and Enhancement Service

Expert implementation of Oracle HR Helpdesk, Oracle Internal Helpdesk and Oracle B2B Helpdesk, to support delivery of a leading citizen experience and employee experience. Delivery of true omnichannel support, including Generative AI-based responses via Oracle Digital Assistant. Accessible, intuitive and highly-efficient helpdesks for Oracle HCM, Oracle ERP and other systems.

Features

  • Bringing best practice for helpdesk, showing what good looks like
  • Requirements identification and analysis
  • Design of the Oracle Helpdesk and its taxonomy
  • Setup and implementation of Oracle Helpdesk, including knowledgebase and chat
  • Setup and implementation of the complementary Oracle Intelligent Advisor
  • Implementation of the Oracle Digital Assistant
  • Tuning of the self-service experience to minimise agent burden
  • Assurance of support for accessibility standards and assistive technology
  • Integration with Oracle Journeys and other Fusion SaaS touchpoints
  • Integration with Generative AI to provide effective answers

Benefits

  • Reduces cost to the business by providing effective self-service
  • Assures user adoption through effective user journey design
  • Conversational channels help mobile users to more easily interact
  • Generative AI provides faster, more effective answers to enquiries
  • Inclusivity is baked in, through support for accessibility standards
  • Deliver a better user experience by bringing Helpdesk best practices

Pricing

£650 a unit a day

Service documents

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

Framework

G-Cloud 14

Service ID

3 0 9 1 0 3 7 0 1 6 4 8 4 3 4

Contact

Boxfusion Consulting Limited Chris Trueman
Telephone: +44 203 633 2646
Email: digitalmarketplace@boxfusion.com

Planning

Planning service
Yes
How the planning service works
- Requirements gathering, to understand your business processes and how they will best be supported by the system
(we will bring best practices)
- Design of Oracle Helpdesk, including for example workflow, queues, business rules, taxonomy for ticket capture and provision of knowledge articles, reporting, and channel identification (with a focus on enabling true omni-channel support)
- Designing use of complementary products such as Oracle Digital Assistant, for a conversational interface, and Oracle Intelligent Advisor, for intelligent form capture
- Planning setup of Oracle Helpdesk (optionally within the Oracle government cage) as well as complementary technology products
- Planning knowledge base setup (and migration of articles where appropriate)
- Planning channel use including: (a) Web (including for mobile), (b) Chat, with Helpdesk personnel, (c) Oracle Digital Assistant, (d) Phone, including CTI, (e) Email
- Planning changes to the Redwood theme to meet your branding and other requirements
- Designing integration with Oracle Fusion SaaS touchpoints, including Oracle Journeys
- Designing integration with third party products e.g. via Oracle Integration Cloud to other ERP, HR or ticketing systems
- Providing user centred design, performing user research, identifying user journeys, designing interactions and assuring accessibility to WCAG2.2AA
- Planning support for Helpdesk
Planning service works with specific services
Yes
Hosting or software services the planning service works with
  • Oracle Helpdesk
  • Oracle HCM Helpdesk/Oracle HR Helpdesk
  • Oracle Internal Helpdesk
  • Oracle B2B Helpdesk/Oracle Fusion Service Helpdesk

Training

Training service provided
No

Setup and migration

Setup or migration service available
Yes
How the setup or migration service works
- Setup of the Oracle Helpdesk, including for example workflow, queues, business rules, taxonomy for ticket capture and provision of knowledge articles, reporting, and channel identification (with a focus on enabling true omni-channel support)
- Implementation of complementary products such as Oracle Digital Assistant, for a conversational interface, and Oracle Intelligent Advisor, for intelligent form capture
- Configuration and customisation of the Oracle Helpdesk (as well as complementary products) to meet your exact needs
- Knowledge base setup (and migration of articles where appropriate)
- Configuration and customisation of channels, including Web channel (including for mobile), Chat, Oracle Digital Assistant, Phone, including CTI, and Email
- Configuration of the Redwood theme to meet your branding and other specific requirements
- Integration with Oracle Fusion SaaS touchpoints, including Oracle Journeys
- Integration with third party products e.g. via Oracle Integration Cloud to other ERP, HR or ticketing systems
- Data Migration
- Testing
- Deployment
Setup or migration service is for specific cloud services
Yes
List of supported services
  • Oracle Helpdesk
  • Oracle HR Helpdesk/Oracle HCM Helpdesk
  • Oracle Internal Helpdesk
  • Oracle B2B Helpdesk/Oracle Fusion Service

Quality assurance and performance testing

Quality assurance and performance testing service
No

Security testing

Security services
No

Ongoing support

Ongoing support service
Yes
Types of service supported
Hosting or software provided by a third-party organisation
How the support service works
We support Oracle Helpdesk, its complementary technologies, and its integrations.

Service scope

Service constraints
No

User support

Email or online ticketing support
Email or online ticketing
Support response times
Our SLA is 4 hours for normal working days, between 0830 and 1800.
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
Support levels
Where a support service is requested, our standard support level is providing a meaningful response within a 4 hour timeframe, between the hours of 0830 and 1800 Monday to Friday excl. bank holidays.
We provide Service Manager access, and access to our desk of cloud support engineers.

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
British Assessment Bureau
ISO/IEC 27001 accreditation date
19/02/2025
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
No
Other security certifications
Yes
Any other security certifications
IASME

Social Value

Social Value

Social Value

  • Equal opportunity
  • Wellbeing

Equal opportunity

Through providing an accessible, voice controlled conversational channel to aid in the performance of transactions on complex systems, this service ensures that those with disabilities are better able to be supported by government.

Wellbeing

Our service encompasses a user centred design approach that engages with the user base and understands their challenges and frustrations. The ultimate goal is to design solutions that enables the entire community to easily interact with systems, get the knowledge they need for their particular challenge, and feel supported by government systems.

Pricing

Price
£650 a unit a day
Discount for educational organisations
No

Service documents

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