EntServ UK Ltd part of the DXC Technologies Group

DXC Technology Salesforce Cloud Solutions

DXC solutions for Salesforce enable public sector clients to provide secure, market-differentiating customer experiences through the innovation of the Salesforce platform. DXC's global team of certified Salesforce experts provide services relevant to every stage of a company's digital transformation from implementing new solutions to optimizing and extending existing Salesforce environments.

Features

• Advisory services on Salesforce applications, upgrades, evolutions and legacy applications
• Advisory services on Salesforce applications, upgrades, evolutions and legacy applications
• Design, build, delivery of portals for client, including E-Commerce portal
• Optimisation to improve the customer experience and adoption of applications
• Optimisation of reporting and preparing data for new AI features
• Extensions with new Salesforce modules
• Support critical business processes from design to maintenance and post-implementation

Benefits

• Simplification of CRM platforms and removing complexity
• Increase operational efficiency, reduce costs and remove technical debt
• Modernisation of CRM applications to reduce risk
• Optimise businesses agility and resilience in response to disruption
• Acceleration of time to market and drive business process improvements
• Enable rapid business growth and improve employee and customer experiences
• Reimagination of new possibilities in response to changed business rules
• Innovation from 'the ground up' and 'the top down'

£557 to £2,186 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 ukitenders@dxc.com. Tell them what format you need. It will help if you say what assistive technology you use.

Framework

G-Cloud 14

Service ID

386341339670122

Contact

DXC Frameworks Team
+44 330 105 8389
ukitenders@dxc.com

Service scope

• Software add-on or extension: Yes
• What software services is the service an extension to: Salesforce.com Core Platform across all clouds - including Sales, Service, CRM, Marketing, Commerce, Mulesoft, Tableau, Datorama, Pardot, Heroku, myTrailhead
• Cloud deployment model: Public cloud
• Service constraints: No.; Re maintenance: platform is owned and managed by Salesforce.com and any up-to-date information is available at; https://trust.salesforce.com/en/
• System requirements:
  • Cloud hosted services - accessed and maintained via Web Browser
  • Additional apps run on Windows and Android / iOS devices

User support

• Email or online ticketing support: Email or online ticketing
• Support response times: Support response times Dependant on client SLA need
• 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: 24 hours, 7 days a week
• Web chat support accessibility standard: WCAG 2.1 A
• Web chat accessibility testing: Testing using screen readers such as JAWS and Google Screen Reader Plugins
• Onsite support: Yes, at extra cost
• Support levels: SLA to be agreed with customer, flexible to meet business needs. Can be scaled to cover peak periods of demand as required.
• Support available to third parties: No

Onboarding and offboarding

• Getting started: DXC provides a template framework to be adapted to meet individual buyers’ needs. All relevant details are therefore to be agreed in the SoW and related contractual documentation. Below you will find information for guidance purposes only. There are two classes of "training": knowledge transfer and user training. Knowledge transfer is a tailored service enabling beneficiaries to deal with a wide array of topics and tasks, even beyond day-to-day responsibilities assigned to them. It's deeper and broader than user training. DXC applies the concept of knowledge transfer when the beneficiaries of the services are stakeholders or admin/tech staff. Examples, stakeholders: people that need to familiarize with broader platform and application features before engaging in Discovery and Design workshops; product owners; UAT testers. Examples, admin/tech staff: people that must be involved or take any responsibility in the context of the application implementation or ongoing support. Training addresses usually users - both end-users and super-users - and it's delivered to trainers according to the train-the-trainer model or directly to end-users. DXC can generate and maintain training content in accordance with the agreement with the buyer and in a variety of formats and models: static, multi-media, knowledge bases, myTrailhead, gamification, etc.
• Service documentation: Yes
• Documentation formats:
  • HTML
  • PDF
  • Other
• Other documentation formats:
  • Word
  • PowerPoint
  • Wiki (Confluence)
• End-of-contract data extraction: Options around data extraction are available on application
• End-of-contract process: Our service is tailored, and as such details will differ based on customer needs.

Using the service

• Web browser interface: Yes
• Supported browsers:
  • Internet Explorer 11
  • Microsoft Edge
  • Firefox
  • Chrome
  • Safari
  • Opera
• Application to install: No
• Designed for use on mobile devices: Yes
• Differences between the mobile and desktop service: Yes it will, but may vary based on user journeys that require support. Descriptions available upon application once use cases are understood.; Note: standard Salesforce app pages use responsive design to provide device-optimized layouts. The primary technique is a stacked single-column layout for phones, and a side-by-side, two-column layout for tablets. The page is the same for all devices, and adapts to the screen size it’s displayed on.
• Service interface: Yes
• User support accessibility: WCAG 2.1 A
• Description of service interface: For Salesforce standard documentation, please refer to; https://help.salesforce.com/articleView?id=basics_support.htm&type=5
• Accessibility standards: WCAG 2.1 A
• Accessibility testing: ECommerce sites that we build are tested using screen readers such as JAWS and Google Screen Reader Plug ins
• API: Yes
• What users can and can't do using the API: Description supplied upon application.; ; Note: for standard Salesforce API documentation, please refer to; https://developer.salesforce.com/docs/api-explorer
• API documentation: Yes
• API documentation formats:
  • Open API (also known as Swagger)
  • HTML
  • Other
• API sandbox or test environment: Yes
• Customisation available: Yes
• Description of customisation: Salesforce is a "low-code platform" so focusing on declarative configuration instead of code-based customisation. Most declarative configuration can be handled by an experienced admin. Look and feel, workflows, page flows, data model, custom features etc can be configured, or prebuilt plugins can be used.; If further customisation is required this can be added via custom development.

Scaling

• Independence of resources: Salesforce is architected to scale to meet demand as a true Software as a Service platform (SaaS). Forecasting of expected demand is required, however the platform can scale dynamically to handle unexpected peaks.

Analytics

• Service usage metrics: Yes
• Metrics types: Details available upon application, will vary based on the cloud selection and use cases
• Reporting types:
  • Real-time dashboards
  • Regular reports
  • Reports on request

Resellers

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

Staff security

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

Asset protection

• Knowledge of data storage and processing locations: Yes
• Data storage and processing locations:
  • United Kingdom
  • European Economic Area (EEA)
• User control over data storage and processing locations: Yes
• Datacentre security standards: Complies with a recognised standard (for example CSA CCM version 3.0)
• Penetration testing frequency: At least once a year
• Penetration testing approach: In-house
• Protecting data at rest:
  • Physical access control, complying with CSA CCM v3.0
  • Other
• Other data at rest protection approach: http://trust.salesforce.com/security
• Data sanitisation process: No
• Equipment disposal approach: Complying with a recognised standard, for example CSA CCM v.30, CAS (Sanitisation) or ISO/IEC 27001

Data importing and exporting

• Data export approach: Details available upon application
• Data export formats:
  • CSV
  • Other
• Other data export formats: XML
• Data import formats:
  • CSV
  • Other
• Other data import formats: XML

Data-in-transit protection

• Data protection between buyer and supplier networks: TLS (version 1.2 or above)
• Data protection within supplier network: Other
• Other protection within supplier network: Trust.salesforce.com is Salesforce's website which provides transparent status details on service availability, performance, security, privacy, and compliance in order to instill trust and confidence in our service.; ; https://trust.salesforce.com/en/security/

Availability and resilience

• Guaranteed availability: Salesforce share their uptime states openly, and have very high availability:; ; https://trust.salesforce.com/en/#systemStatus; ; SLA guarantees will depend on use case
• Approach to resilience: Salesforce runs fully redundant servers and follows best practice for resiliance. Details will vary based on use cases needed.
• Outage reporting: A Public Dashboard - https://trust.salesforce.com/en/#systemStatus; Email Alerts; SMS Alerts - if needed

Identity and authentication

• User authentication needed: Yes
• User authentication:
  • 2-factor authentication
  • Public key authentication (including by TLS client certificate)
  • Identity federation with existing provider (for example Google Apps)
  • Username or password
• Access restrictions in management interfaces and support channels: A variety of configurations are available, based on use cases and customer needs
• Access restriction testing frequency: At least once a year
• Management access authentication:
  • 2-factor authentication
  • Public key authentication (including by TLS client certificate)
  • Identity federation with existing provider (for example Google Apps)
  • Username or password

Audit information for users

• Access to user activity audit information: You control when users can access audit information
• How long user audit data is stored for: Between 1 month and 6 months
• Access to supplier activity audit information: You control when users can access audit information
• How long supplier audit data is stored for: Between 1 month and 6 months
• How long system logs are stored for: Between 1 month and 6 months

Standards and certifications

• ISO/IEC 27001 certification: Yes
• Who accredited the ISO/IEC 27001: BSI
• ISO/IEC 27001 accreditation date: 23/09/2015
• What the ISO/IEC 27001 doesn’t cover: Please refer to; https://compliance.salesforce.com/en/iso-27001
• ISO 28000:2007 certification: No
• CSA STAR certification: Yes
• CSA STAR accreditation date: 15/06/2020
• CSA STAR certification level: Level 1: CSA STAR Self-Assessment
• What the CSA STAR doesn’t cover: Please refer to; https://cloudsecurityalliance.org/star/registry/salesforce-com-inc/
• PCI certification: Yes
• Who accredited the PCI DSS certification: Salesforce provide attestation on request
• PCI DSS accreditation date: 12/08/2019
• What the PCI DSS doesn’t cover: https://compliance.salesforce.com/en/pci-dss; ; Custom development as required by the customer may need further certification
• Cyber essentials: Yes
• Cyber essentials plus: Yes
• Other security certifications: Yes
• Any other security certifications: Complete list at https://compliance.salesforce.com/en

Security governance

• Named board-level person responsible for service security: Yes
• Security governance certified: Yes
• Security governance standards: CSA CCM version 3.0
• Information security policies and processes: Details available upon application

Operational security

• Configuration and change management standard: Conforms to a recognised standard, for example CSA CCM v3.0 or SSAE-16 / ISAE 3402
• Configuration and change management approach: Details available upon application - will vary based on use case
• Vulnerability management type: Conforms to a recognised standard, for example CSA CCM v3.0 or SSAE-16 / ISAE 3402
• Vulnerability management approach: Details available upon application
• Protective monitoring type: Conforms to a recognised standard, for example CSA CCM v3.0 or SSAE-16 / ISAE 3402
• Protective monitoring approach: Details available upon application
• Incident management type: Conforms to a recognised standard, for example, CSA CCM v3.0 or ISO/IEC 27035:2011 or SSAE-16 / ISAE 3402
• Incident management approach: Details available upon application

Secure development

• Approach to secure software development best practice: Conforms to a recognised standard, but self-assessed

Public sector networks

• Connection to public sector networks: No

Social Value

• Social Value:

  Social Value

  • Fighting climate change
  • Tackling economic inequality
  • Equal opportunity
  • Wellbeing

  Fighting climate change

  We recognise the impact companies have on the environment we all live in. We are committed to being net zero by 2050 in the UK. The Science Based Targets initiative (SBTi) has validated our near-term emission reduction target of 65% by FY30 against our FY19 baseline as being in line with minimizing global warming to 1.5°C. In FY23, 96% of the energy we purchased in the UK was renewable. We are continually improving the efficiency of our offices and data centers, and are ensuring that our data centers are certified under the ISO 50001 energy management system standard. We are also advancing the sustainability of our IT services, helping our customers to become more sustainable. We are members of the Green Software Foundation, a non-profit with the mission to build a trusted ecosystem of people, standards, tooling and best practices for creating and building green software. We help our customers increase their energy efficiency and reduce their environmental impacts with proprietary technology and next-generation solutions such as cloud computing, desktop virtualization and data center management. We will build on our existing programme of sustainability activities to deliver additional environmental benefits in the performance of the contract.

  Tackling economic inequality

  We provide high-quality learning and development opportunities to young people via our Early Careers Programme and Digital Futures Academy. Our Early Careers Programme provides development opportunities and training to enable young people to jumpstart their careers. We focus on developing potential, and our programme is designed to broaden and deepen knowledge. DXC and Manchester United Foundation have partnered to launch the DXC Digital Futures Academy, a four-year education programme for secondary-school students in the Greater Manchester area. The academy aims to support, inspire and empower young people, connecting them to opportunities and enhancing their career prospects in the technology sector. 50 students aged 12-13 years old are participating in the programme, which includes teaching technology, personal and professional development skills. We will build upon our existing programme of activities to create new jobs and new skills during the performance of the contract.

  Equal opportunity

  We are building an inclusive, high-impact culture based on equitable practices and diverse employee perspectives. We achieve this through our focus on impact-driven programmes - for example, the DXC Dandelion Programme. The DXC Dandelion Programme provides an environment that supports and celebrates the talents and skills of neurodiverse people — such as those with Autism, ADHD or Dyslexia — and helps them build valuable skills to pursue a career in information technology. The DXC Dandelion Programme has been awarded a Silver award for Best Learning Programme that Supports and Promotes Diversity, Equity and Inclusion from the Brandon Hall Group. We are also a Disability Confident organisation in the UK and achieved a top score of 100 in the 2023 Disability Equality Index. 99% of our global workforce is enabled to work virtually, including from home, and all of our people are able to apply for flexible working, supporting the needs of diverse individuals. We also support a diverse, inclusive and equitable culture through our Employee Resource Groups. They provide support, networking and allyship to diverse individuals, as well as valuable feedback to the organisation on how it can better support diverse communities. Our ERGs work closely with HR to continuously evolve our best practice. We have several ERGs including for: ; • Gender ; • Race and ethnicity ; • Disability and neurodiversity ; • LGBTQ+ ; • Armed forces ; ; We will build upon our existing programme of diversity, equity and inclusion activities to support equal opportunity during the performance of the contract.

  Wellbeing

  Caring is core to our values. We take care of each other and work as a team to build a sustainable company that supports our communities. This includes supporting the health and wellbeing of our people and wider society. As a virtual first organisation, 99% of our global workforce is enabled to work virtually, including from home. Working from home can be more inclusive for people with disabilities, health conditions and caring responsibilities. We also run several programmes to support the physical and mental health of our people. This includes:; Wellbeing Awareness Programmes. Working with our partners and delivered by Wellbeing Champions alongside HR, we provide a number of awareness programmes and activities throughout the year centered on improving the health and wellbeing of our employees. For example, walking challenges, healthy eating programmes, and financial planning support.; Employee Assistance Programme, supporting the personal matters of our people. Services are available 24/7, 365 days a year, and include counselling, online CBT and critical incident support, as well as health checks, mood trackers, and wellbeing articles. ; Mental Health First Aiders. We work with Mental Health First Aid England, a social enterprise, to train our employees as Mental Health First Aiders (MHFAs). ; We will build upon our existing programme of wellbeing activities to support the wellbeing of the workforce in the performance of the contract.

Pricing

• Price: £557 to £2,186 a unit a day
• Discount for educational organisations: No
• Free trial available: 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 ukitenders@dxc.com. Tell them what format you need. It will help if you say what assistive technology you use.