Thomson Reuters

CaseCenter

Project management, technical design, development, testing, training and support services to assist customers with on-boarding, setup and maintenance of CaseCenter, formerly CaseLines Cloud Software through local enhancements and integration to other systems deployed by the customer.

Features

• Solution architecture and design
• ITIL compliant service management
• Software development, testing and deployment for integration and enhancement
• Integration with other deployed systems
• Enablement service for paperless courts and hearings
• Project management for major trials and public inquiries
• Service catalogue and extended support
• Bespoke projects and embedded development resources
• Training Services

Benefits

• Capture integration benefits easily
• Digitise hearing processes with confidence
• Obtain service and support that mirrors local requirements
• Reduce business risk during transition period
• Maximise business benefits quickly
• Ensure staff are well trained
• Maximise benefits with local enhancements
• Stay in control of costs
• Stay on top of data protection risks and compliance

£180.00 a unit

• 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 joanne.fowler@thomsonreuters.com. Tell them what format you need. It will help if you say what assistive technology you use.

Framework

G-Cloud 14

Service ID

464197819383696

Contact

Joanne Fowler
07990563250
joanne.fowler@thomsonreuters.com

Planning

• Planning service: Yes
• How the planning service works: We work with customers to plan, manage and deliver business analysis, including the business case, operational plans, rollout plans and transition plans. We can also act as design authority for integration between existing systems and the CaseCenter Cloud Software. We can also help plan for a single large trial or public inquiry, where we have experience of the complex issues involved.; We have experience of similar planning for services in the UK and overseas for anywhere between 50 and 20,000 users.
• Planning service works with specific services: Yes
• Hosting or software services the planning service works with: Thomson Reuters CaseCenter Cloud Software

Training

• Training service provided: Yes
• How the training service works: To assist customers to maximise the benefits of the CaseCenter service, we offer a comprehensive set of online training resources and courses. We can also bespoke course content to meet specific requirements.
• Training is tied to specific services: Yes
• Services the training service works with: Thomson Reuters CaseCenter

Setup and migration

• Setup or migration service available: Yes
• How the setup or migration service works: CaseCenter Cloud Support enables users to migrate case data from existing cloud or local storage into the CaseCenter Platform.; ; CaseCenter Cloud Support can also help buyers to integrate and migrate data and user profiles between paper based or electronic case management systems and the CaseCenter Platform.
• Setup or migration service is for specific cloud services: Yes
• List of supported services: Thomson Reuters CaseCenter

Quality assurance and performance testing

• Quality assurance and performance testing service: Yes
• How the quality assurance and performance testing works: Quality Assurance is addressed though stringent quality checks throughout the DevOps process. Quality control gates are in place for both developers and testers and QA management have absolute authority when it comes to signing off any release to a production environment. Thomson Reuters employs a combination of Manual and Automated testing under a continuous improvement framework.; Performance testing is a distinct, dedicated ongoing internal programme that tests the system against baselines and set metrics.

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: CaseCenter Cloud Support can deliver Extended Service support for the CaseCenter Digital Court Platform including extended support hours and integration with existing service delivery processes and organisations. Extended Service support is ITIL compliant. Extended Service support can also include a service catalogue customised to meet local circumstances and can be made available to third party providers to facilitate service desk integration. The catalogue items (e.g. export an archive case to removable media, block a user, delete a case) are also customisable to meet local circumstances.

Service scope

• Service constraints: No material constraints

User support

• Email or online ticketing support: Email or online ticketing
• Support response times: We will provide Support Services to you via our Service desks during Support Hours which are Local Business hours, available Monday – Friday 9am – 5pm excluding National Holidays or Bank Holidays, outside of these hours you are still able to leave a voicemail or submit a ticket by clicking on the support button from within CaseCenter. Response times will be measured from the time we acknowledge receipt of a Support Request until the time when we respond to such Support Request within Support Hours.
• User can manage status and priority of support tickets: No
• Phone support: Yes
• Phone support availability: 9 to 5 (UK time), Monday to Friday
• Web chat support: No
• Support levels: We will use commercially reasonable efforts to address all Service Errors and respond to all Support Requests submitted by your Authorized Support Contacts in accordance with the required times and other terms and conditions set out below (“Support Service Level Requirements”).; Support Requests. We will classify requests for Service Error corrections in accordance with the descriptions set out in the chart below (each, a “Support Request”).; ; High: Complete or Partial loss of CaseCenter or functionality affecting multiple cases and/or users resulting in a mission critical business impact.; ; Medium: Complete or partial loss of CaseCenter or functionality affecting multiple cases and/or users, and results in a degraded experience but allows a case to progress.; ; Low: An incident impacting a single user or limited user group where an immediate workaround is available, and there is minimal business impact.

Resellers

• Supplier type: Not a reseller

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: British Standards Institute
• ISO/IEC 27001 accreditation date: 23/11/2021
• What the ISO/IEC 27001 doesn’t cover: All ISO27001 controls are declared in scope of the Statement of Applicability (SOA).
• ISO 28000:2007 certification: No
• CSA STAR certification: No
• PCI certification: No
• Cyber essentials: Yes
• Cyber essentials plus: Yes
• Other security certifications: Yes
• Any other security certifications:
  • SOC 2
  • ITIL4

Social Value

• Social Value:

  Social Value

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

  Fighting climate change

  In 2020, Thomson Reuters joined the Science Based Targets initiative, committing to reduce Scope 1 & 2 greenhouse gas (GHG) emissions by 50% by 2030 from 2018 baseline levels, as well ; as reducing absolute Scope 3 GHG emissions from fuel and energy-related activities, business travel, and employee commuting by 25% by 2025 from 2019 baseline levels. Additionally, Thomson ; Reuters aims to require 65% of suppliers by spend to have Science Based Targets by 2025. Since 2021, we have sourced renewable energy for 100% of our operations. We have achieved this largely through the purchase of renewable power by matching our electricity usage with renewable energy credits acquired around the world.; Largely through investment in renewable power for our facilities, we’ve been able to drive more than a 93% reduction in Scope 1 &2 GHG emissions from our 2018 baseline. To date, business travel ; emissions are 66% lower than our 2019 baseline and we have made progress on our engagement target with our supply chain, with 32.5% of suppliers by spend committed to Science Based ; Targets. In addition to the switch to renewable energy, Thomson Reuters remains carbon neutral through offsetting the remaining portion of its GHG footprint through carbon offsets. We spent ; an average of 8% of our total US-based spend with diverse suppliers and our commitment is to maintain this for 2023 despite macroeconomic pressures and inflation impact. We continue to ; refine our procurement process to incentivise working with suppliers who share our commitment to sustainability.

  Covid-19 recovery

  In 2020, the global COVID-19 pandemic created unprecedented health risks to our employees, customers and suppliers, and containment measures intended to mitigate the impact of the pandemic resulted in global economic crisis and uncertainty. In response to the pandemic, we immediately transitioned most of our staff to a virtual work environment. At the same time, we worked with; our approximately 500,000 customers to ensure continued access to our products and services. Thomson Reuters developed a Small Business COVID-19 Resource Center to support our legal, tax, compliance, and government professionals as they navigated this difficult period. We still continue to provide this support and we provide authoritative guidance on everything from best practices on proper treatment of stimulus payments in tax filings to important legal resources, the Resource Center was and continues to be a critical information hub for those who need it most.

  Tackling economic inequality

  In support of diverse and minority-owned small businesses, Thomson Reuters partners with CVM, a supplier.io company, which has a proprietary database of nearly 1 million diverse and small businesses. CVM’s database is used by many Fortune 500 companies when they are looking for qualified diverse and small suppliers to consider for purchasing opportunities.; Together with the launch of our Supplier Diversity & Sustainability Program, we have equipped our team of Sourcing Managers and Buyers with the necessary tools for them to incorporate Diverse Suppliers into most of our competitive bid processes (RFI/RFP/RFQs) so that we greatly increase their opportunities to win our business.; We have also changed our tendering process to ensure that suppliers which comply with specific sustainability and diversity measures will have additional weight in our evaluation methodology, increasing their likelihood of being successful in the tender.; Thomson Reuters is committed to providing opportunities for diverse and sustainable businesses to prosper, by actively engaging suppliers that help us address the diverse needs of the global marketplace, and by promoting financial inclusion practices for the benefit of minority groups.; We expect companies seeking to do business with Thomson Reuters to demonstrate that the goods and services they provide to us come from sources that share and are committed to our values, such that their business practices are consistent with the needs and expectations of our customers, investors, and the global community we serve.

  Equal opportunity

  In 2022/23, we continued to increase the representation of racially/ethnically diverse talent in senior leadership. Racially/ethnically diverse representation in senior leadership increased by 2% year-over-year and the number of Black employees in senior leadership increased by one year-over year. We have successfully increased Black senior executive hiring as a result of focused efforts to establish relationships with senior Black talent and achieving diverse candidate slates for executive recruitment. we continue to focused actions to support growth and improve retention include highlighting Black high potential talent in CEO talent reviews, stay interviews, career coaching and opportunity matching, and mentorship by executive team members. Recruiting diverse talent, of course, is just part of the equation. We also need to make sure we’re doing everything we can to accelerate the ; careers of people from diverse backgrounds once they’re here, by exposing them to differentiated development opportunities and sponsorship. ; This year, we did that by expanding our Diverse Talent Academy program, in partnership with McKinsey, to equip our future leaders ; with the skills, peer networks, and sponsorship to achieve their aspirations and grow within Thomson Reuters. ; With specific Academies focused on Hispanic/Latino, Black, and Asian talent, the program reached over 200 racial and ethnically diverse colleagues across the company, more than doubling its reach and impact from the previous year.

  Wellbeing

  At Thomson Reuters, the impact of the pandemic has motivated us to expand our efforts in employee wellbeing. Since 2022 we have rolled out new initiatives and commitments. On May 2 and October 25, we’re encouraging all our employees to take a break These mental health days are now a permanent feature of our commitment to supporting employee wellbeing. Technology is helping us deliver mental health supports and we’re investing in the tools our people need to assess their mental health and to support their team members, and families. We have launched new psychological and resilience self-assessment tools to help employees identify their strengths and risks and develop individualised strategies. Using the Headspace app, we introduced a 14-day mindfulness challenge which can include activities ranging from mini meditation in the morning to breathing exercises before bed.; When dealing with mental health and wellbeing at work, it’s critical to create safe spaces for important conversations, learning and sharing without judgement. To support our people leaders in creating safe spaces to talk about mental health, we have launched a mental health playbook – a resource guide for addressing mental health concerns with their colleagues. Other tools we’ve introduced include an extensive series of live and on-demand webinars for people managers and employees on topics such as on meditation, suicide prevention, change and anxiety and resilience.; While a company can create programs and provide tools for their employees, modelling behaviour is essential. We encourage all our executives and people leaders to speak out on issues of mental health and wellbeing to help break the stigma. It’s important as leaders that we let our people know that it’s okay to say you’re not okay.; We’re on a journey to being a global leader in wellbeing, and our work has only just begun.

Pricing

• Price: £180.00 a unit
• 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 joanne.fowler@thomsonreuters.com. Tell them what format you need. It will help if you say what assistive technology you use.