NTT DATA UK Limited

Microsoft Dynamics 365 Intelligent Case Management

Case Management solution based on Microsoft’s Dynamics 365 Customer Service, Power Virtual Agent, Power Portal, and Power BI, providing insights, enhancing processes and driving efficiencies, combined with our knowledge and best practices, helps clients to implement end-to-end Case Management and other associated tasks, integrated with client’s ecosystems with minimal changes.

Features

• Intuitive UI enables to easily search for and select services
• BI dashboards allow clients insights into customer and case data
• Self-serve customers can resolve their own problems resolution and reporting
• Knowledgebase articles displayed on a portal reduces volume of cases
• Self-serve customer portals show progress of cases, reducing call volumes
• Customer journey optimisation through intelligent information processing
• Customer facing process optimisation through intelligent information processing
• Business process optimisation through intelligent information processing
• Business and technology implementation to support customer and employees’ experiences
• Automated routing of case data using data driven rules engines

Benefits

• Improve the service quality and help enhance user experience
• Improved user experience while promoting better employees’ engagement
• Improve decision making process with automated data processing
• Enhance employee motivation by removing everyday tasks through intelligent processing
• Enhanced insights and analytics for driving continuous improvement
• Improved customer service and higher customer satisfaction with business KPIs
• Cost effective handling of customer enquiries leading to cost savings
• Improved customer (both organisation and citizen) experience through self service
• Improved staff satisfaction
• Reduced element of human error through automation

£390 to £2,106 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 Nttdatauk.requirements@nttdata.com. Tell them what format you need. It will help if you say what assistive technology you use.

Framework

G-Cloud 14

Service ID

539159716879589

Contact

Tom Watson
+44 (0)20 7220 9200
Nttdatauk.requirements@nttdata.com

Planning

• Planning service: Yes
• How the planning service works: Planning for upgrade services covers:; • Analysis of existing applications and interface requirements to scope out both benefits and cost of upgrade; • Joint planning and impact assessment – to take into account other department initiatives, internal resources and key date constraints; • Cost and time planning for a low risk, efficient implementation covering both NTT DATA and internal dependencies and risks; • Business case production to provide a cost justification for the upgrade
• Planning service works with specific services: No

Training

• Training service provided: Yes
• How the training service works: Depending on the customer’s requirements are NTT DATA offer a range of training services including:; • Traditional training material development (user guides and training presentations/systems) -; • Training course delivery; • Train the trainer delivery and handover; • Learning Path design and configuration; • Development of multi-media training (including video training)
• Training is tied to specific services: No

Setup and migration

• Setup or migration service available: Yes
• How the setup or migration service works: Over the last years Microsoft has increasingly focused on the Cloud platform as its core focus for the Dynamics family of products.; ; NTT DATA provides services to help departments migrate from on premise versions of Dynamics to the Cloud version – these include:; • Planning and impact assessment of migration; • On-premise upgrade in preparation to moving to Cloud; • On-premise to cloud solution migration; • On-premise to cloud data migration (typically using tools such as Scribe or other ETL tools); • Migration of interfaces and batch jobs to cloud platform; • Regression testing; • User training and hyper care
• Setup or migration service is for specific cloud services: No

Quality assurance and performance testing

• Quality assurance and performance testing service: Yes
• How the quality assurance and performance testing works: NTT DATA offer arrange of options including:; • Build and execution of a regression decks; • Selection of automated regression/performance test tools; • Configuration of automated testing tools; • Execution of performance and regression test decks; • Process best practice to build a Dev Ops delivery model

Security testing

• Security services: Yes
• Security services type:
  • Security strategy
  • Security risk management
  • Security design
  • Cyber security consultancy
  • Security testing
  • Security incident management
  • Security audit services
  • Other
• Other security services:
  • Security Advisory
  • Security Compliance
• Certified security testers: Yes
• Security testing certifications:
  • CHECK
  • CREST
  • Tigerscheme
  • Cyber Scheme
  • Other
• Other security testing certifications: OSCP

Ongoing support

• Ongoing support service: No

Service scope

• Service constraints: Any constraints will be highlighted as the service is developed further with the client

User support

• Email or online ticketing support: Yes, at extra cost
• Support response times: The speed of response will depend on how the services are being provided, including whether the delivery team is working at your premises or remotely, and whether the team or consultants are assigned on a full-time or part-time basis. We will agree with you how support should be provided to meet your organisation’s needs and the needs of service delivery.
• 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: N/A

Resellers

• Supplier type: Not a reseller

Staff security

• Staff security clearance: Staff screening not performed
• Government security clearance: Up to Security Clearance (SC)

Standards and certifications

• ISO/IEC 27001 certification: Yes
• Who accredited the ISO/IEC 27001: Amazon and Microsoft
• ISO/IEC 27001 accreditation date: Annually
• 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

  We understand that sustainable development is key to protecting our environment and our future. As part of our commitment to the UN Sustainable Development Goals, we will continue to conduct business with minimal environmental impact and will continually enhance environmental performance, with the aim of achieving Carbon Neutral status by 2035 for NTT DATA and by 2040 for our entire supply chain.; ; We are accredited to ISO14001 standard and adhere to a robust Sustainability/Environmental policy.; ; To support our commitment to fighting climate change, we will:; ; * Implement our Carbon Reduction Plan to support the Government’s aim of achieving Net Zero by 2050. We are reducing our carbon footprint by 32% (C02 Tonnes) by reducing travel, increased recycling, and minimising single-use materials. We will share our plan and annual reporting metrics as part of our reporting regime; ; * Monitor the carbon footprint of our Service team, measuring progress towards net zero greenhouse gas emissions; ; * Host education and learning events on Environmental and Social Governance with the buyer and our partners, to encourage collaboration on our journey to delivering environmental benefits; ; * Provide our Service team with zero-carbon travel options through our electric car scheme and cycle to work initiative; ; * Minimise our consumption of natural resources, and encourage the buyer and our partners to uptake similar recycle, re-use and waste reduction schemes to those we have implemented in our offices; ; * Comply with the relevant environmental compliance obligations; ; * Achieve the United Nations SDG 11 of ‘Sustainable Cities and Communities’ by 2030; ; * We also encourage our colleagues to make sustainable choices through education, funded volunteering and sustainable company benefits. These include cycle to work and EV salary sacrifice schemes.

  Covid-19 recovery

  The COVID-19 pandemic has amplified economic and social challenges across the UK. We are committed to delivering additional benefits that can aid the recovery of local communities and economies following the pandemic, especially through creating re-training and employment opportunities in the high-growth technology sector in which we operate. ; ; We will support business’s recovery by:; ; * Continuing to align our business and supply chain with the Prompt Payment Code, to ensure the cash flow position of our smaller business partners are not impaired by delayed invoicing; ; * Continuing to allow our supply chain partners to deliver with a location-agnostic model, enabling our partners to conduct business whilst working remotely in varied locations; ; * Supporting our people with flexibility around their location and working rhythm providing that Service commitments are met; ; We support local communities through initiatives such as:; ; * ‘The City Gives Back’, our project to bolster and expand the food bank run by Christ Church Spitalfields in the East End of London, supporting local families during the COVID-19 pandemic; to date we have raised over £50,000; ; We will support our people by:; ; * Continually reviewing and updating our flexible working policy, supporting a progressive return to work policy and providing our people with choice; ; We will create employment, re-training and other return to work opportunities for those left unemployed by COVID-19. This will depend on each contract, but recent examples include:; ; * Appointing FTEs from the ‘Route 2 Work’ programme – connecting individuals and communities who have been hit hard by COVID-19 with new education and employment opportunities in the tech sector ; ; * Running CV improvement classes and mock interviews for our young apprentices

  Tackling economic inequality

  Tackling economic inequality is critical to narrowing community disparity. Through inclusive and fair employment and training opportunities, we are committed to taking tangible actions to tackle economic inequality.; ; We will create employment opportunities particularly for those who face barriers to employment and/or who are located in deprived areas. This will depend on each contract, but recent examples include:; ; * Appointing FTEs from the ‘Route 2 Work’ programme – enabling disadvantaged individuals and communities to access education and employment opportunities in the technology sector; ; * Appointing FTEs from our Tech Academy programme – an Apprenticeship programme we run to retrain people from disadvantaged backgrounds, enabling them to gain experience within the high growth tech sector; ; To create opportunities for entrepreneurship and help new, small organisations to grow, supporting economic growth and business creation, we will:; ; * Actively identify suitable opportunities for SME’s to engage as part of any contract; ; * Continue to run global, regional and UK based innovation programmes such as the Supplier’s Open Innovation Contest (oi.nttdata.com) designed to identify and support innovative scale-up organisations; ; * Conform to the Prompt Payment Code throughout the course of delivering any contract, recognising our role in ensuring our smaller business partners are not disadvantaged by cash flow difficulties; ; We will support educational attainment, including training schemes that address skills gaps and result in recognised qualifications. This will depend on each contract, but recent examples include:; ; * Providing people with access to training and learning opportunities via our Udemy training platform; ; * Upskilling team members with Scaled Agile or vendor accreditation training (e.g. Microsoft, Appian)

  Equal opportunity

  We understand that identifying and tackling inequality in the workplace, by supporting in-work progression and championing Diversity and Inclusion in the technology sector, is vital to advancing equality in our people. We want our workforce to reflect the diversity of our society. Some highlights:; ; * We are ranked in the top 3% of companies for diversity and inclusion (Source: Financial Times); ; * 50% of our UK board are women; ; * 60% of our people business identify as BAME (Black Asian and Minority Ethnic); ; * We reduced the gender pay gap from 15% to 1.75% over 2 years; targeting 0% by end of 2024; ; We continue to close the inequality gap across our business and promote an inclusive working environment for all, through various initiative including:; ; * Continuing to proactively recruit people identifying as disabled – spanning mental health issues, dyslexia, dyspraxia and autism; this includes employment of physically disabled employees; ; * Committing a minimum of 5 additional training days per employee identifying as disabled, to assist them with developing skills relevant to the contract and working toward relevant qualifications, for example SaFE certification; ; * Committing 2,000 people-hours of free training for our UK-based staff on our Udemy platform to support the development of new skills; ; * Running a diversity and inclusion annual events calendar, which spans Women’s Business Network, Cultural Diversity, Mental Wellbeing and LGBTQIA+ forums; ; * Continuing to follow a well-defined process across the business to ensure that we comply with section 54 (“Transparency in supply chains etc.”) of the Modern Slavery Act 2015 (MSA); ; * Annually reporting on and communicate our obligations to our people on a regular basis, and review our compliance on an annual basis; ; * Continuing to operate an independent external whistleblowing service which can be used to register non-compliance

  Wellbeing

  We understand the importance of Wellbeing for our people, especially at a time of considerable change and instability. Wellbeing has UK Board level sponsorship.; ; For all contracts resulting from this framework we will leverage proven ways of working that promote physical and mental health, including but not limited to:; ; * A calendar of wellbeing activities spanning weekly meditation, ‘time to talk’ days, and coaching sessions on healthy eating; ; * Providing access to trained Mental Health First Aiders and Mental Wellbeing Champions, ensuring people have the right mental wellbeing tools and support; ; * Appointing a Wellbeing and Mental Health Champion for any contract resulting from this framework, ensuring mental health tools and support; ; * Encourage our people to take regular breaks and engage in physical activity throughout the day, such as: schedule a minimum of one ‘walk and talk’ meeting a day in the fresh air (either on their mobile or in person), block out time for lunch in diaries, schedule calls for 45 minutes to allow for 15 minute break between calls, take part in the quarterly company-wide ‘step challenge’, and participate in our weekly free, business-wide yoga and meditation sessions; ; * Involving the buyer in a joint community initiatives, including ‘The City Gives Back’, our initiative to support workers and families in the Spitalfields area with a foodbank service, tackling food poverty. To date we have raised over £50,000 for the local community. ; ; * Involving the buyer in the ‘Pride in the City’ initiative, of which we are proud sponsors. This supports the LGBTQIA+ community by providing a platform for meaningful discussions on how we can transform organisations to be even more LGBTQIA+ inclusive. We would invite the buyer to ‘Pride in the City’ events to share our experiences

Pricing

• Price: £390 to £2,106 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 Nttdatauk.requirements@nttdata.com. Tell them what format you need. It will help if you say what assistive technology you use.