Ernst & Young LLP (EY)

Microsoft Dynamics 365 Partner Self-Service Portals

EY leverage the power of Microsoft Dynamics 365 and Dynamics 365 Portals to underpin a digital platform to support engagement with partner organisations. Provide organisational online accounts with delegated administration for their employee portal users. Provide knowledgebase searching, help desk, and enable collaboration with forums/surveys. Share opportunities and distribute cases/jobs

Features

• All portal functions, web-pages, and eForms configured within Dynamics 365
• Self-service access to organisations account details, cases, and opportunities
• Customer single sign-on authentication incl. (Microsoft-LiveID/Facebook /LinkedIn/OAuth
• Web roles provide controlled access to content and transactions
• Publish rich content to websites with Content-Management-System built in CRM
• Device responsive to automatically render content for smartphones and tablets
• Self-service help-desk built on same CRM case-management as contact centre
• Surface Knowledgebase articles from CRM for customer problem resolution
• Partner functions can also be deployed on the customer self-service-portal

Benefits

• Enable Channel Shift for partner transactions to reduce costs
• Partners maintain own details and preferences improving data-quality and targeting
• Forums/Knowledgebase search enables self-resolution reducing call volumes
• Portal/CMS/CRM functionality within one system reduces costs
• Dynamics-365 integrated service transactions removes manual interventions
• Partners easily opt in/out of Dynamics-365 marketing lists
• Microsoft ONLY specialist consultancy enables breadth of skills availability
• Low-risk from proven supplier with experience of large-scale projects
• Access anytime, anywhere via any devices meets partner’s expectations

£240 to £2,600 a unit a day

• Education pricing available

Service documents

• Pricing document

  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 EYTenders@uk.ey.com. Tell them what format you need. It will help if you say what assistive technology you use.

Framework

G-Cloud 14

Service ID

490828697285044

Contact

EY Tenders
+44 (0) 20 7951 2000
EYTenders@uk.ey.com

Planning

• Planning service: Yes
• How the planning service works: EY provide full lifecycle project services for implementation of Microsoft Cloud based solutions including full project planning and governance
• Planning service works with specific services: No

Training

• Training service provided: Yes
• How the training service works: EY provide a range of training services, which are tailored for the customer specific implementation project and to the cloud service, which is implemented.; Training can include; • End User; • Train the Trainer; • Systems administration; • Skills Transfer; • Technical and Development
• Training is tied to specific services: Yes
• Services the training service works with:
  • Evolve HE
  • Microsoft Dynamics 365
  • Microsoft Office 365
  • Microsoft Azure
  • Power Platform (Power Apps, Power Automate, Power BI)

Setup and migration

• Setup or migration service available: Yes
• How the setup or migration service works: EY provide a range of services that can help buyers migrate to Microsoft cloud based services either from on premise services, or from other cloud based services.; Each migration project is treated individually, and planned, and executed using EY project methodology and governance
• Setup or migration service is for specific cloud services: Yes
• List of supported services:
  • EY Evolve HE
  • Microsoft Dynamics 365
  • Microsoft Office 365
  • Microsoft Azure
  • Power Platform (Power Apps, Power Automate, Power BI)

Quality assurance and performance testing

• Quality assurance and performance testing service: Yes
• How the quality assurance and performance testing works: EY full life cycle implementation services incorporates quality assurance in all aspects of project delivery and performance testing can be included if required by the customer

Security testing

• Security services: No

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: EY offers a range of ongoing support services for Microsoft Cloud Software Services and its own Evolve Cloud Software Services which are built on top of Microsoft Cloud Software Services.; Pythagoras ongoing support is provided by 2 levels of programme from a basic fixed ticketing arrangement through to a premier service which includes unlimited tickets, a dedicated service manager, inclusive minor roll ups, and increased reporting.; For a full breakdown of the support level options see the attached service definition document.; Support services are provided for the following Cloud Software Services; • EY Evolve HE; • Microsoft Dynamics 365; • Microsoft Office 365 including; o Office 365; o SharePoint; o Power Platform (Power Apps, Power Automate, Power BI); o Yammer; • Microsoft Azure

Service scope

• Service constraints: None

User support

• Email or online ticketing support: Yes, at extra cost
• Support response times: EY have a standard SLA based on problem severity; Response times vary from 1 hour to 8, and resolution times from 1 to 10 business days; Support response times can be varied at weekends if required; EY support is available up to 24/7/365
• User can manage status and priority of support tickets: No
• Phone support: Yes
• Phone support availability: 24 hours, 7 days a week
• Web chat support: No
• Support levels: EY support is provided by 2 levels of programme. The Essentials service based on a fixed ticketing arrangement, or the Premier service which includes unlimited tickets, a dedicated service manager, inclusive minor roll ups, and increased reporting. ; For a full breakdown of the support level options see the attached service definition document. ; The cost for support are ‘price on application’ because they are customer/project specific, and dependent on which combination of products are covered , what level of EY customisations, and what service time window coverage is provided

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: BSI
• ISO/IEC 27001 accreditation date: 28/03/2023
• What the ISO/IEC 27001 doesn’t cover: Covers ISMS that covers systems, assets and processes related stored, processed and transferred to EY
• 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

  EY is committed to fighting climate change. Our ethos is to go beyond ‘just working sustainably’ – we ; continuously work with governments and businesses towards a more sustainable future. We are part ; of the United Nations Global Compact (UNGC) and our environmental strategy is aligned with the ; UNGC environmental principles. We will implement the following for G-Cloud 14: ; • Carbon neutral projects: We pledge to deliver each G-Cloud 14 project as carbon neutral. To ; do this, we will use our engagement carbon calculator tool. This enables us to monitor and ; reduce different impacts, e.g. travel emissions. The data from the tool also supports ; employee training and awareness raising on sustainable behaviours.; • Reducing our carbon footprint: In January 2020, EY announced a global commitment to ; become carbon neutral. We achieved this in December 2020. We became carbon negative in ; 2021 and we are forecast to reach net zero in FY25. We are reducing emissions and ; offsetting or removing more than the remaining amount annually. We are forecast to reduce ; emissions by 40% by FY25, against a FY19 baseline, consistent with our 1.5°C Science ; Based Target.; • Purchasing renewable energy: We confirm all work delivered for G-Cloud 14 from an EY ; office will be powered by 100% renewable energy. We have purchased zero-carbon ; electricity since 2009 and reduced global consumption by 5.5%. In December 2020, we ; signed a 10-year power purchase agreement with Lightsource to provide us with solar ; energy.; • Sustainability volunteering: In proportion to the length and size of each framework contract, ; we will allocate staff volunteering days to support local environmental projects. These could ; include litter picking and general upkeep of nature reserves and Sites of Special Scientific ; Interest and free advisory sessions for small community organisations caring for the ; environment.

  Covid-19 recovery

  EY is committed to helping our people and communities to recover from the impact of COVID-19. In ; response to the pandemic, we moved to a remote working model for over 17,000 UK-based staff, ; increased special leave and provided meaningful mental health support. ; People in the 18-24 age group were disproportionately affected by COVID-19 and EY has worked ; with an independent charity, the EY Foundation (EYF), to improve opportunities for this group. In ; response to travel restrictions all EYF activities were converted to a virtual platform. In 2023, EYF; supported over 2,500 young people. ; Examples of existing EYF programmes to support COVID-19 recovery are shown below. We will ; extend these programmes for contracts awarded to us via G-Cloud 14 in proportion to the scale and ; scope of each contract.; • Smart Futures: A 10-month programme for young people eligible for free school meals or a ; college bursary. The programme develops employability skills and offers a paid, two week ; work experience placement. Students achieve a Chartered Management Institute (CMI) Level ; 2 Qualification and receive 10 months of mentoring support.; • Our Future: A six month programme for young people, qualifying for free school meals, who ; face barriers entering the labour market. Students develop transferable skills, receive paid ; work experience, gain a CMI Level 2 adult qualification and six months mentoring support. ; The students also take part in an ‘Entrepreneurship Day’, for example, they have designed ; mobile apps looking at solving social issues such as ‘tackling isolation and loneliness in the ; community’.; • Support via the Neuro-Diverse Centre of Excellence (NCoE). Through EY’s UK NCoE and ; our external ecosystem of organisations, we are supporting a team of neurodivergent staff ; with additional adjustments, above and beyond our existing support, to promote ; psychological safety in the office and whilst working at home.

  Tackling economic inequality

  Through our work with EYF, we have developed an in-depth understanding of the challenges ; experienced by those who face barriers to employment and training and/or who are in deprived ; areas. We are already providing new learning and employment opportunities to these populations ; via EYF programmes; we will extend these to G-Cloud 14 contracts in proportion with the scale and ; scope of each contract. Examples of these are:; • EY Ripples is our global Corporate Responsibility programme that helps our people use their ; skills, knowledge and experience to positively impact the lives of 1 billion people by 2030. ; The focus areas of Ripples are to 'accelerate environmental sustainability', 'support the next ; generation workforce' and 'work with impact entrepreneurs’. Our staff currently get two days a ; year each to provide skilled volunteering on EY Ripples activities. ; • EY Ripples also provides support to small businesses. For example, our Digital Boost ; programme matches a small business with an IT mentor who guides them to adopt new ; technology. ; • EY Accelerate helps social enterprises to grow and thrive, increasing their impact on local ; economies and creating social change. It provides in-depth business support and mentoring, ; with access to skills and training from business coaches, workshops, networking ; opportunities and 35 hours of pro-bono support.; • Employability Workshops provide Year 10/11 students the opportunity to build knowledge of ; careers and develop soft skills within a business environment. Each workshop introduces 25-; 35 young people to a range of careers, employability skills training, and employer ; connections. ; G-Cloud 14_Lots 1,2&3 Page 3 of 4 ; • Driving recruitment and employment via the NCoE. The Neurodivergent community can be ; underrepresented in the workforce, with only 29% of autistic adults in employment according ; to the ONS. We are advising clients on new strategies to retain neurodiverse talent.

  Equal opportunity

  EY is committed to creating a diverse and inclusive working environment in which all people have ; equal and equitable opportunities to succeed. We continually collect, analyse and review diversity ; monitoring data (diversity characteristics, not limited to the protected ones in the Equality Act) across ; the employee lifecycle, to create initiatives and understand which ones are working. As a firm, in ; support of equal opportunities, we:; • Voluntarily exceed statutory reporting obligations. Our annual UK&I Pay Gap Report has ; reported on gender, ethnicity, sexual orientation and disability pay gaps since 2017. ; • Use skills-based recruitment for graduates to eliminate minimum degree/A-Level ; requirements thus remove barriers to entry. ; • Run award-winning sponsorship programmes to build our leadership pipeline, helping our ; women and ethnic minority population progress. ; • Offer Inclusion & Belonging learning/training to develop staff skills to establish inclusive, ; open, and safe environments.; For contracts awarded under G-Cloud 14 we will:; • Provide equal access to project opportunities, using technology to ‘blindly’ match individuals ; to roles based solely on skills, experience, and availability. ; • Use the National Equality Standards (NES), which EY helped to create, a set of standards by ; which businesses can measure their equality and diversity policies and performance. The ; NES provides a list of standards and competencies which organisations can follow and ; embed to promote diversity and act as standard bearers for a more inclusive working world.; • Use our NCoE to ramp up recruitment of people who identify with cognitive differences and ; who may have had challenges gaining employment. The NCoE environment provides ; additional adjustments for those with cognitive differences such as autism, ADHD, Dyslexia, ; and others and fuels technology innovation through creative diverse thinking.

  Wellbeing

  EY is committed to enabling our staff to be healthy. We have a long-established programme called ; HealthEY, which looks to understand and provide practical support for employees’ mental, physical, ; financial and social wellbeing. Our offering is comprehensive and aspects such as our domestic ; abuse support, health knowledge programme and financial wellness offerings are considered market ; leading. We support wellbeing for our people, clients, and communities in many ways, and ; will extend these initiatives to any G-Cloud 14 contracts that we are awarded as appropriate:; • Health knowledge and prevention: Enhancing understanding so staff can be at their best, for ; example: a monthly webinar programme, eLibrary, newsletters and WellPoint kiosks (to ; regularly help staff self-assess their own health metrics). Staff also get an annual wellbeing ; allowance, as part of their reward package, which can be spent on health and wellbeing ; interventions, e.g. gym memberships.; • Health sessions: We run regular exercise and yoga sessions for staff, along with regular ; webinars on subjects such as mental health, work/life balance and childcare.; • Mental health support: Our approach called ‘Thinking Differently’ aims to educate and build ; awareness of mental health and wellness, including stories/videos, a specific psychological ; G-Cloud 14_Lots 1,2&3 Page 4 of 4 ; care pathway (plus psychiatric fast track treatment through Aviva), mental health first aid, ; employee counselling, and Mental Health Network.; • Supporting neuro-diverse requirements: Though the NCoE, we are creating psychologically ; safe working environments for existing employees, new recruits, clients, and where possible, ; our local communities. For example, we have introduced an adapted four step recruitment ; process culminating in a four day ‘superweek’ work simulation which provides the opportunity ; to experience a working day and EY culture. This allows us to understand candidates’ needs ; and inform on adjustments that we may need to make to help them thrive at EY.

Pricing

• Price: £240 to £2,600 a unit a day
• Discount for educational organisations: Yes

Service documents

• Pricing document

  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 EYTenders@uk.ey.com. Tell them what format you need. It will help if you say what assistive technology you use.