TELEFÓNICA TECH UK BUSINESS APPLICATIONS LIMITED

Ms Power Platform Consultancy and Implementation Services

We offer a comprehensive range of consulting, training and support services for Microsoft Power Platform, covering Power Model_Driven & Canvas_Apps, Power Automate, Power Virtual Agents, Power BI, Data Connectors, Portals, AI Builder and the common Data Service for both new and existing implementations covering involving service expansion, migration and upgrades.

Features

• Analysis and Design Services
• Upgrade and Implementation Services
• Business Transformation Services
• Reporting and Analysis Services
• Testing Services
• Support Services
• Power Platform Consultancy and Implementation Services
• Power Platform Cognitive & AI Services
• Power Platform Portals
• Microsoft Dynamics 365 Integration Services

Benefits

• Improving reporting and analytics
• Maximising Office 365 investment
• Deep understanding of operational environment and customer insight
• Experienced, UK based Dynamics 365 Specialist Resources
• Dedicated account manager and support team
• Development and Implementation of Integrations and Plugins
• Realising and Assisting the Journey to the Cloud
• Proven Release management Process
• Proven Transition and On Boarding Process
• Digital Transformation

£350 to £1,500 a user 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 enquiries-bizapps@telefonicatech.uk. Tell them what format you need. It will help if you say what assistive technology you use.

Framework

G-Cloud 14

Service ID

311941568879287

Contact

Mel Brown
03455653000
enquiries-bizapps@telefonicatech.uk

Planning

• Planning service: Yes
• How the planning service works: We offer a comprehensive range of Dynamics 365 solutions and services that add lasting value to our clients’ businesses, planned, implemented and supported with our agile approach. Our technologies help you meet your challenges head-on with all the tools you need to transform your organisation and approach to service delivery tailored to your customers.; Incremental offer a comprehensive range of consulting, training and support services for Microsoft Dynamics CRM, for both new and existing implementations involving service expansion, migration and upgrades.; With vast experience and Microsoft Gold partner status, our customers’ save time and money whilst minimising business disruption, enabling them to maximise ROI and avoid risk.; Incremental purely focus on customer relationships and Microsoft technologies which enable them to be enabled. This means all of our processes are specifically tailored to ensuring our clients work with their customers in the most efficient way.; Our depth of experience and proven processes for delivery enable us to develop new models for our clients, as well as being versed in the delivery of traditional projects. Following Incremental's agile approach, our clients are quickly enabled and realising the benefits immediately with optional provision to develop a tailored system as requirements evolve.
• Planning service works with specific services: Yes
• Hosting or software services the planning service works with:
  • Microsoft Dynamics 365
  • Microsoft Power Platform
  • Microsoft Power BI
  • Microsoft Flow
  • Microsoft Power Apps
  • Shark Finesse

Training

• Training service provided: Yes
• How the training service works: We offer dedicated training as an integral part of solution delivery that is geared to make certain that all of the users are fully equipped to get the most out of Dynamics 365 CRM/CE and ensure that the investment made is maximised.; ; To fit in with clients training requirements Incremental offer the following types of training:; ; End user training - fully understand the system and how to perform their relevant roles within the system,; ‘Train-the-Trainer’ training - for when clients have their own trainers or training department,; Administrator training - this allows clients to be more self sufficient with system and data upkeep,; Customisation / workflow training - this allows clients to update the system to keep in line with updated business processes; Custom training solutions - mixtures of the above types through to becoming certified if required; ; To support our training, we offer a variety of training materials, such as: "quick start" training guides, customised training manuals, standard training manuals, webinars, video training guides and access to recorded online sessions (usually from webinars or online demonstrations).
• Training is tied to specific services: Yes
• Services the training service works with: Dynamics 365 CRM/CE

Setup and migration

• Setup or migration service available: Yes
• How the setup or migration service works: Our agile, expert consultancy team will guide you through all aspects of the upgrade process, ensuring a smooth transition, reducing risk and ensuring business continuity.; ; Key service deliverable include (subject to initial system assessment of requirements):; ; Upgrading from older versions of Dynamics CRM (V4/2011/2013/2015/2016) to Dynamics 365 CRM/CE Online; ; Migrating to Dynamics 365 CRM/CE from Saleforce.com or other providers; ; Migrate to Dynamics 365 CRM/CE from your Legacy CRM; ; Expert data migration and system testing with system integration to current systems
• Setup or migration service is for specific cloud services: Yes
• List of supported services: Microsoft Dynamics 365 CRM/CE

Quality assurance and performance testing

• Quality assurance and performance testing service: Yes
• How the quality assurance and performance testing works: Test scenario development; ; Once requirements have been agreed, We will produce a list of test scenarios relating to all of the business scenarios identified in the requirements process. These test scenarios will then go through an internal review and once signed off internally, through a review process with the client. This ensures the requirements are validated with test scenarios and that subsequent phases of the project will be guided by the requirements and the test scenarios to ensure the best fit and quality is produced.; ; Test scenario execution; ; Once the test scenarios have been agreed test scripts detailing out the step by step process are created. Depending on the client requirements these can be created for manual execution, automated test execution or for load/performance execution. Each of the methods of execution are relevant for different needs and are used where they are relevant and appropriate.

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: Our standard Dynamics 365 CRM/CE support provides cover for 2nd and 3rd line with 1st line support specified and defined where required.; The working hours covered by standard support are 9am - 5:30pm, with extended hours up to 24/7 available on a client by client basis.; ; The services covered are:; ; 1st Line support:; - Defined on a client by client basis where required; ; 2nd line support services:; - In working hours’ triage into support cases raised; - In extended hours’ triage into P1 and P2 cases raised; - Raising cases with Microsoft support where appropriate; - Escalating to 3rd line support where appropriate; - Raising cases to client IT departments for infrastructure investigations (where agreed and triage is indicating that its applicable); - Investigations and fixes into configuration of the system; ; 3rd line support services:; - In working hours’ triage into support cases raised by 2nd line support; - Raising cases with Microsoft support where appropriate; - Investigation into complex issues; - Resolve complex issues; - Define if there is a "problem"; - Raise "problems" with clients and assist with a plan for resolution

Service scope

• Service constraints: We work with clients to define the optimum onsite/remote working model for each engagement, but will always be onsite for key deliverables/stages/milestones to ensure the best experience for the client

User support

• Email or online ticketing support: Email or online ticketing
• Support response times: We work with each client to define and agree suitable response and target resolution SLA's that are applicable to their business needs, though there are a standard set of SLA's below that we start from:; ; P1 - Critical - 1 Hour Response - 4 Hour Resolution; P2 - Significant - 4 Hour Response - 1 Day Resolution; P3 - Limited - NBD Response - 3 Day Resolution; P4 - Minimal - 2 day Response - 5 Day Resolution; ; Incremental will work with their customers to create a Master SLA model in line with their internal process, where requested,
• 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: 24 hours, 7 days a week
• Web chat support: Yes, at an extra cost
• 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: We have provided screen share and web chat services where appropriate to provide additional triage and to reduce resolution times by obtaining a live view of the issue / symptom.
• Support levels: We currently provide three tiers of supporting, ranging from basic break fix, through to a Support + model, all the way to fully managed services, These services are defined as follows.; ; A standard support agreement can be procured on a rolling monthly basis set against a predefined number of cases. This covers 2nd and 3rd line break fix problems and incident management in line with a Master SLA.; ; A support Plus agreement provides a greater level of support and management of the Dynamics 365 environment and services. This is based on 5 half day slots dedicated to individual customers, and two and a half days effort per week focused on Dynamics 365 road map, content and updates.; ; A fully managed Service can be procured which covers the end to end Lifecyle, support, management, enhancement and transformation of the Dynamics estate. This is a full time service which will be delivered across all business working days in the year; ; The basic support cost is calculated on a per user per month basis, where as the Support + and managed Services are calculated by organisation size and complexity.; A dedicated Account manager and support team will be available to each customer.

Resellers

• Supplier type: Reseller providing extra features and support
• Organisation whose services are being resold: Microsoft

Staff security

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

Standards and certifications

• ISO/IEC 27001 certification: Yes
• Who accredited the ISO/IEC 27001: Alcumus ISOQAR
• ISO/IEC 27001 accreditation date: 15/12/2023
• 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
  • Covid-19 recovery
  • Tackling economic inequality
  • Equal opportunity
  • Wellbeing

  Fighting climate change

  Telefonica Tech Business Applications (TTBA) have committed to be carbon neutral by 2050. However, we actively seek to reduce the carbon emissions of Incremental already by utilising the follow key policies: Encouragement of hybrid/remote working and remote meetings TTBA is a digital transformation organisation and as such encourage remote working as much as possible. Whilst the impact of Covid-19 has seen many organisations change their policies this has been a stablemate of TTBA. We have always encouraged remote working to reduce the need to travel, and when teams are required to meet face-face we try to schedule so all team members are available on a single day, as opposed to multiple trips to the office. Environmentally conscious travel Travel, where required, is designed to be as environmentally friendly as possible. Public transport is the preferred method of transport but where usage of vehicles cannot be avoided car sharing is the norm. TTBA do not offer company cars to consultants to encourage the use of public transport. Recycling Telefonica Tech Business Applications provides recycling facilities and do not use single use cups in any of our offices and purchase some items in bulk (snacks etc.) to reduce the amount of packaging. By providing excellent employee facilities we also reduce the number of “take-away” plastic cups brought into the offices.

  Covid-19 recovery

  We supported and still continue to do so anyone suffering from Covid19.

  Tackling economic inequality

  TTBA has active policies to ensure we are a diverse organisation Currently we operate: 1) Apprenticeship scheme 2) Flexible working is offered to our staff, including the ability to work part-time, to encourage more people into employment without discriminating against those unable to work full-time 3) Training – all staff are offered and undergo training, often outside of their core role, to encourage the creation of additional skills and our staff are offered the chance to utilise those skills in moving into different internal roles 4) Mentoring and coaching – all staff are assigned a mentor, (but not management) to assist them with career growth. We publish defined objectives each member of staff have yearly appraisals. We utilise a system that allows all staff to request feedback from any other member of staff at any point during the year to help achieve those objectives. 5) We adhere to all Government policies including Minimum Wage and the Modern Slavery Act. We have also undertaken a number of specific actions to encourage Women in Technology. This includes our member of the “Women In Tech” organisation and we participated on the panel during the recent Microsoft Inspire conference. We also run a number of days in local schools, where we talk about technology, the opportunities with a particular view of encouraging young females to follow a career in technology. As a specialist organisation Incremental appreciate that there is a shortage of digital skills in the public sector - all of our projects include the objective to deliver knowledge transfer to close this gap.

  Equal opportunity

  We are an equal opportunity employer. To assist with this we offer an inclusive working environment where participation is encouraged with many non-work activities sponsored and organised by us. Our recruitment process is well defined to ensure it is open to all with defined skill-based assessments being used in technical interviews. We actively encourage promotion in our employees with fair and transparent criteria and invest in training, alongside providing consultants with space-days. We have appointed STEM ambassadors to help the wider community with a career. To ensure we do not discriminate during the recruitment and selection of new staff we focus on: • Role Profiles – Each role within TTBA has a clearly defined mission, associated set of skills and responsibilities associated with it. The existence of these role profiles ensure that we are able to objectively measure a candidates suitability for the role; • Job Adverts – We strive to ensure that our job adverts are carefully worded to ensure we do not unconscious discourage candidates from applying. We also clearly state that we are looking for people from groups that typically experience discrimination. • Candidate Interview – During the candidate interview process we do not ask questions based on any of the protected criteria outlined in the act. We set a standard set of questions for each interview to ensure that regardless of the interviewer or candidate we are able to fairly assess any candidate • Objective Scoring – Fair assessment requires objective score. Each interview is scored against a set of criteria derived specifically for the role. • Record Keeping – We keep formal records of all our interviews and the objective scoring that results. • Data Analysis – We constantly review our performance in terms of recruitment and selection to assess how well we are performing.

  Wellbeing

  Our vision is “To be the digital transformation company most admired for its people, culture, and innovation" our core ideology is People First where the priority is wellbeing, connection, and fulfilment. Therefore, our values underlying construct is centred around employee’s wellbeing but specifically called out in one half of our value “build with heart and balance” where the habits we promote are to maintain a good work life balance. Time off projects is monitored to ensure that people are taking time to not only develop and grow but to reset and refresh. This is also why we monitor holidays quarterly, those who have not taken breaks are encouraged to book leave. We have a Workplace Wellbeing team whose members are from across all business areas and who are responsible for initiatives and building awareness. They organise guest speakers on wellbeing topics as well as promote and celebrate wellbeing days. This group is also an alternate contact to the People Team where individuals can raise concerns for themselves or other team members and signpost to our Mental health first aider. We are currently looking to offer Mental Health training across the group of companies. We conduct monthly pulse checks via our Employee Net Promoter Scores survey as well as an annual global engagement survey with one of the topics discussed being wellbeing and how we can improve. We have extremely low attrition rates for our industry sector and low levels of sickness absence. Through our integrated approach to wellbeing, embedded in our culture and supported by our leadership, we are proud of our track record regarding employee wellbeing. By creating a positive and engaging environment, we aim to be a great place to work.

Pricing

• Price: £350 to £1,500 a user 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 enquiries-bizapps@telefonicatech.uk. Tell them what format you need. It will help if you say what assistive technology you use.