Core

Microsoft 365 Evergreen IT Service - CoreGov

Core provides our Evergreen IT services to multiple customers across the UK. The Evergreen Service supports customers by providing advice, knowledge and guidance to ensure the IT Operations who manage the Microsoft 365 platform are able to react and adapt to the high cadence of change coming from Microsoft.

Features

• Service Pricing from £7500-£10,000 pcm dependent on size
• We track/communicate the levels of change coming from Microsoft
• We advise/support IT and business operations to manage M365 changes
• Assess changes coming against customers IT landscape
• Monthly meetings to drive conversation and understanding
• Acquire a view on best-practice and what others businesses do
• Short, Medium and Long Term view on Microsoft Roadmap
• Support requests from business to validate change implications
• A monthly, tailored summary of appropriate changes coming
• Transition the knowledge, practices and documentation around change to customers

Benefits

• IT operations can better plan for and adopt key changes
• Early identification and assessment of changes coming
• Timely insights on Microsoft’s Microsoft 365 Roadmap
• An effective triage of ‘How To’ enquiries adds value
• Escalation service provides more in-depth analysis
• Improved knowledge transfer to IT and business representatives
• Drive operational process improvements
• Keep IT operations constantly up to date
• Ensure improved reactions and adaptability to change

£330 to £1,695 a unit a day

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 webenquiry@core.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

309368530618388

Contact

Paul Saer
+44 (0) 207 626 0516
webenquiry@core.co.uk

Planning

• Planning service: Yes
• How the planning service works: Core's implementation methodology starts with planning. Incorporating a discovery activity, planning allows us to engage with your key stakeholders and shape the implementation. Tailoring it to fit your engagement, planning will incorporate some or all of the following: -Business: business case formulation/appraisal; definition of drivers and business objectives; business analysis; formulation of a change management strategy and business change plan. -Technology: cloud readiness assessment / technology readiness assessment to identify any gaps which require attention to enable the implementation; defining the ‘route to Production’ as a controlled process for deploying changes to your cloud environment and the process for assessing/enabling new workloads; security architecture; solution architecture. -Solution: scoping the solution; establishing a roadmap, where the implementation is to be phased; promoting an iterative, agile implementation where appropriate; Proof of Concept (PoC) or prototype work; developing an implementation plan; defining key dependencies and customer inputs required; RAID log; RACI definition. -Users: establishing user needs / user research; mapping user journeys; user experience (eg. to understand ‘mental models’ to inform an information architecture); production of an Adoption Plan (incorporating Training and Communication Plans); identification of senior sponsor, early adopters and ‘champion’ communities as in-house advocates and visible promoters of change.
• Planning service works with specific services: Yes
• Hosting or software services the planning service works with:
  • Office 365
  • Microsoft 365
  • Exchange Online
  • SharePoint Online and Teams
  • Microsoft Teams and Viva Engage
  • Microsoft Azure
  • OneDrive
  • PowerBI / Power Platform
  • Azure Active Directory / Entra ID

Training

• Training service provided: Yes
• How the training service works: Core provides comprehensive user training for cloud services to promote successful user adoption. It is a cornerstone of our Adoption & Change Management (ACM) service, using Prosci’s ADKAR method. It promotes Knowledge and Ability to lead users through the behavioural change required for a successful implementation. Services include training needs analysformal training sessions for users and admins, quickstart guides, videos, documentation, drop-in sessions, floorwalking and lunch and learns. We also offer knowledge transfer and train-the-trainer services where customers have an objective to become self-sufficient. Given the dynamic and frequently changing nature of cloud services, our training services provide a basis for continued revisiting, refresh and refinement, with top-up training available to Reinforce change. We focus on keeping our training service pragmatic, and scenario-based with appropriate supporting materials used such as quickstart guides and video scenarios. We find that this promotes user engagement and adoption more effectively than theoretical and document-heavy collateral.
• Training is tied to specific services: Yes
• Services the training service works with:
  • Office 365
  • Microsoft 365
  • Exchange Online
  • SharePoint Online and Teams
  • Microsoft Teams and Viva Engage
  • Microsoft Azure
  • OneDrive
  • PowerBI/ Power Platform
  • Azure Active Directory / Entra ID
  • Windows 365

Setup and migration

• Setup or migration service available: Yes
• How the setup or migration service works: Core's comprehensive migration services enable best use of your existing content and applications in your Microsoft 365 Digital Workplace. Working with both the business and IT departments we generate a targeted Migration Strategy, backed by Application and Content Audits that enable informed migration. The Migration Strategy ensures that the workloads that are a business priority are respected and that Information Governance and Security are considered right at the beginning of migration. Core will migrate whichever Microsoft 365 workloads you need, such as email, documents, intranet pages and line-of-business applications. Core will configure Microsoft 365 to best match your new ways of workings. Furthermore, our customisation experience enables application integration and migration to ensure your Digital Workplace is strongly linked to existing features and applications. Core considers user adoption as a crucial to a successful migration and apply the ADKAR model throughout the process. We offer customisable training for how your organisation will work with M365 ensuring users are clear on the migration roadmap and what to use when.
• Setup or migration service is for specific cloud services: Yes
• List of supported services:
  • Office 365
  • Microsoft 365
  • Exchange Online
  • SharePoint Online and Teams
  • Microsoft Teams and Viva Engage
  • Microsoft Azure
  • OneDrive
  • PowerBI/ Power Platform
  • Azure Active Directory / Entra ID

Quality assurance and performance testing

• Quality assurance and performance testing service: Yes
• How the quality assurance and performance testing works: Our extensive planning, migration and end user engagement practices are designed to ensure a proportionate response to quality assurance and performance. We will use the ITIL Framework , Prince II project management standards, Cyber Essentials and ISO27001 accreditation to also drive quality assurance and performance.

Security testing

• Security services: Yes
• Security services type:
  • Security strategy
  • Security risk management
  • Security design
  • Cyber security consultancy
  • Security incident management
  • Security audit services

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: Working across Cloud Hosting and Cloud Software services - our Managed Services Team deliver a range of services. Hosting Services include - proactive management of Office 365 tenant, tenant health monitoring, capacity management and advice and maintenance of the deployed platform. Software User Administration and Licence Management, Roadmap advice and feature updates, workload management and end user services and support.

Service scope

• Service constraints: None

User support

• Email or online ticketing support: Email or online ticketing
• Support response times: Ordinarily, support is provided during standard UK office hours. By exception, special arrangements can be made to provide an enhanced level of support outside these hours.
• 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: 24 hours, 7 days a week
• Web chat support: No
• Support levels: We can offer a full array of support for our cloud software and cloud support services - from simple break-fix, annual 'evergreen' support services, through to support/enhancement contracts and full service continuous improvement contracts. We offer 1st, 2nd and 3rd line escalation services all backed by a responsive SLA. Support costs as typically priced on an effort x rate basis, as per our published rate card Customers can purchase as little or as much support as they think necessary

Resellers

• Supplier type: Reseller providing extra support
• Organisation whose services are being resold: Microsoft, Quest Software, One Identity, Beezy, Nintex, K2, SugarCRM

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: Lloyds Register
• ISO/IEC 27001 accreditation date: 15/04/2020
• What the ISO/IEC 27001 doesn’t cover: N/A - Scope applies across the entire Core organisation, processes and technical estate.
• 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: Microsoft Solutions Partner with Security Designation

Social Value

• Social Value:

  Social Value

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

  Fighting climate change

  All Core solutions are hosted in the Microsoft Cloud platform, which is currently 79-93% more energy efficient than a traditional on premise datacentre. All Core staff are also issued with modern Energy Star rated laptop devices which typically consume 2/3 less electrical power than desktop computers. Core runs no on premises IT infrastructure and all internal services are cloud-based, ensuring that all service compute is done using high efficiency hardware and powered by renewable energy. It reduces the demand for mined precious materials, manufacturing and road transportation impacts associated with acquiring and receiving private infrastructure, as well as overall energy consumption inefficiencies of running infrastructure that may not be being optimally utilised. Core advocates and supports the adoption of Remote and Hybrid Working to reduce unnecessary travel and associated emissions, reduce our corporate office footprint and support flexible working practices for our teams. In early 2022, we completed an audit of all end user devices in use across the company and calculated the carbon footprint generated as they are used to deliver our business outcomes, and we are currently developing a program to not only offset this in a properly accredited scheme, but to provide offerings to support our customers and partners to be able to easily do the same. We use Greenly as our carbon management reporting platform to calculate and monitor our scope 1,2, and 3 emissions, and build custom action plans to work towards reduction. In the recent years, we have also contracted Oblong Trees to plant a tree for any existing employee and new starter. Microsoft, with their commitment to reaching net zero emissions by 2030, will enable Core to become a net zero emissions organisation in the same timeframe.

  Covid-19 recovery

  Core changed our operational policies to protect our staff during the Covid 19 pandemic, and to help our customers to continue to build and develop services to support a hybrid workforce. We provide solutions to help customers make the most of remote working, including the ability to support and manage services without having to travel to specific office locations. However, these solutions also seamlessly enable users to work in the office environment too. This includes full collaboration and communication solutions and employee wellbeing platforms to ensure that staff are supported and included, regardless of their location. Our solutions will help customers to continue to work with no impact on user productivity in the event of a future wave of Covid-19 causing health concerns or impacting travel or office attendance capability, such as lockdown or if a member of staff tests positive for Covid-19.

  Tackling economic inequality

  Core is a London Living Wage accredited employer, ensuring that our staff members are able to live and thrive in their life outside of work (Decent work and Economic Growth). We are an inclusive employer, hiring people based on their talents and capabilities, regardless of any other factors (Gender Equality and Reduced Inequalities). Core hires new entrants to the employee marketplace where possible, such as graduates, then trains and develops them to start their IT career journey with Core, building skills and experience (Decent work and Economic Growth). Core’s hybrid working policy enables people who may have personal responsibilities such as care for children or other dependants who may not be suited to an environment where they have to attend an office on a daily basis (Gender Equality and Reduced Inequalities). Core is continually hiring staff as our business grows and develops. We currently have open roles in both London and Gdansk, and every new contract, such as this one, secures existing employment and presents opportunities for us to continue to grow our team. (Decent work and Economic Growth) Core funds training and development of all staff and encourages involvement in programmes that enable us to continuously develop our technical acumen. (Decent work and Economic Growth) Every employee at Core has a vested stake in our business success, all qualifying post probationary employees participate in an Enterprise Management Incentive where they have an equity stake in the Core business (Decent work and Economic Growth). Core’s employee benefits package includes Life Assurance and Private Healthcare coverage for the employee and the option of their immediate families at no cost to the staff member, other than the income tax liability (Good Health and Wellbeing). Every member of permanent staff is enrolled in the company’s Pension Scheme (Decent work and Economic Growth).

  Equal opportunity

  We are an inclusive employer, hiring people based on their talents and capabilities, regardless of any other factors (Gender Equality and Reduced Inequalities). Core hires new entrants to the employee marketplace where possible, such as graduates, then trains and develops them to start their IT career journey with Core, building skills and experience (Decent work and Economic Growth). Core’s hybrid working policy enables people who may have personal responsibilities such as care for children or other dependants who may not be suited to an environment where they have to attend an office on a daily basis (Gender Equality and Reduced Inequalities). Core funds training and development of all staff and encourages involvement in programmes that enable us to continuously develop our technical acumen. (Decent work and Economic Growth). Every employee at Core has a vested stake in our business success, all qualifying post probationary employees participate in an Enterprise Management Incentive where they have an equity stake in the Core business (Decent work and Economic Growth). Core’s employee benefits package includes Life Assurance and Private Healthcare coverage for the employee and the option of their immediate families at no cost to the staff member, other than the income tax liability (Good Health and Wellbeing). Every member of permanent staff is enrolled in the company’s Pension Scheme (Decent work and Economic Growth).

  Wellbeing

  All Core permanent staff are entitled to 25 days annual leave per year, plus Public Holidays. Core’s hybrid working policy enables people who may have personal responsibilities such as care for children or other dependants who may not be suited to an environment where they have to attend an office on a daily basis (Gender Equality and Reduced Inequalities). Core’s employee benefits package includes Life Assurance and Private Healthcare coverage for the employee and the option of their immediate families at no cost to the staff member, other than the income tax liability (Good Health and Wellbeing). Core conducts frequent Employee surveys, collecting feedback from our team on how the business can adapt or improve, internally or externally. We get good engagement from this process and all employee feedback is reviewed, discussed and implemented where appropriate. (Good health and Wellbeing)

Pricing

• Price: £330 to £1,695 a unit a day
• Discount for educational organisations: No

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 webenquiry@core.co.uk. Tell them what format you need. It will help if you say what assistive technology you use.