IBM United Kingdom Ltd

IBM Microsoft Dynamics 365 Customer Engagement & Service (Case Management)

Microsoft Dynamics365 Customer Engagement (CE) SaaS business application modules consist of Customer Service, Contact Centre, Customer Voice, Omnichannel and Customer insights. IBM's industry and technical experts work collaboratively to implement, upgrade and support world-class scalable Case Management solutions. We’ve successfully delivered over 50 UK Public Sector projects leveraging Microsoft Technology.

Features

• IBM developed Case Management accelerators available for immediate deployment
• We develop, configure, and customise multi-module solutions
• Process high case volumes and processes with accuracy leveraging automation
• Intelligently manage and track customer interactions and commitments
• Improve customer service through improved case management
• Health check accelerator developed by IBM available to optimise solutions
• Advanced business analytics for Dynamics Customer Engagement
• Application Maintenance & Support service available
• Enterprise grade artificial intelligence and insights
• Comprehensive security, encryption, and role-based access management

Benefits

• Leverage IBM's extensive case management experience and ready-made accelerators
• Specialised Public Sector expertise and insight for complex case management
• Provide seamless integration between Dynamics 365 and other applications
• Ensure regulatory compliance with specialised out of the box features
• Implement customer experience best practice from Public Sector client projects
• Dedicated specialists with in-depth Dynamics 365 customer engagement experience
• Integrate seamlessly with Microsoft stack: Azure, Power Platform & Microsoft365
• Take advantage of IBM's experience in low code no code
• Leverage AI for fast and accurate case resolution
• Use Omnichannel to reach customers in a multitude of methods

£490 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 ukcat@uk.ibm.com. Tell them what format you need. It will help if you say what assistive technology you use.

Framework

G-Cloud 14

Service ID

564182975721427

Contact

Anne-Marie Wheeler
0207 202 3000
ukcat@uk.ibm.com

Planning

• Planning service: Yes
• How the planning service works: IBM’s consulting uses our own in-house Garage methodology along with IBM Ascend Method for Microsoft that closely aligns to Microsoft’s Catalyst methodology to ensure that the solution is complete from a technical and delivery perspective. We will evaluate the project scope and requirements through a thorough review of the Request for Proposal (RFP), client-provided key requirements, and/or collaborative Discovery Workshops. This planning approach enables us to understand organisation’s current state, pain points and requirement and help to identify and mitigate potential risks, ensuring accurate scope definition, estimation, and successful implementation. Parts of discovery phase can be automated using process mining to ascertain a deep level of understanding about an organisation’s current state, pain points and requirements. We will adopt agile practices to define Product/Release Backlog, Refine and Prioritize Backlog; Develop Sprint Plan; Develop Security and Test Plans; and Establish Agile team processes. Process Workshops are conducted to define Business process and conduct Fit Gap. Our planning approach minimize the risks associated with delivery in terms of scope, estimation, and implementation plan. Leveraging our vast network of industry leading practitioners and experience of 1000s of successful deliveries, we design cutting edge solutions bespoke to your needs.
• Planning service works with specific services: Yes
• Hosting or software services the planning service works with:
  • Microsoft Dynamics 365
  • IBM Microsoft Dynamics 365 software solutions (accelerators)
  • Microsoft Azure
  • Microsoft 365 Modern Workplace
  • Microsoft Power BI
  • Microsoft Power Automate
  • Microsoft Power Apps
  • Microsoft Power Virtual Agent

Training

• Training service provided: Yes
• How the training service works: IBM solution deliveries include end to end user, system configuration, administration, customisation, and update training built into a standard project. This can take (but not exclusively) the form of face to face, virtual, pre-recorded, or documented hand-out or step by step form. The training delivered is tailored to experience of user base and is backed up with technical documentation regardless of whether IBM is to support and maintain the solution post go-live. The training is delivered on a ‘train the trainer’ basis to allow knowledge sharing to flourish across the buyer’s organisation. Skills transfer would also be encouraged during the project to ensure that the buyer can be self-sufficient, where relevant. IBM include manuals as part of the training and documentation process. Training resources can also be embedded within the Microsoft platform(s), including contextual help and hover text.
• Training is tied to specific services: Yes
• Services the training service works with:
  • Microsoft Dynamics 365
  • IBM Microsoft Dynamics 365 software solution
  • Microsoft Azure
  • Microsoft Power Platform
  • Microsoft 365 Modern Workplace

Setup and migration

• Setup or migration service available: Yes
• How the setup or migration service works: IBM have a wealth of experience migrating solutions built on Microsoft Dynamics 365, Microsoft365 Modern Workplace, Microsoft Power Platform, Microsoft Dynamics CE & Service and Microsoft Azure platforms. As Migration plans can be complex, fragile, sensitive and time restrictive, we use different method of transformation as per client need. Our migration experts are well versed with developing comprehensive migration journeys and cut over plans leveraging a multitude of accelerators and tools in their arsenal. This could include period of online and offline working and even running both solutions simultaneously should that be required. We work collaboratively with our clients to ensure we create a smooth and inclusive journey from their past and present to their future state in the most cost effect manner, so that platforms that are being exited can be scaled down or retired effectively. We bring hundreds of thousands of hours of industry knowledge to expertly guide you through the difficult process of data cleansing and formatting to ensure you’re set up for scalable success now and in the future.
• Setup or migration service is for specific cloud services: Yes
• List of supported services:
  • Microsoft Dynamics 365 (Dataverse)
  • Microsoft Power Platform (Dataverse)
  • Microsoft Azure (various data storage methods)
  • Microsoft Exchange Online
  • Microsoft SharePoint Online
  • IBM Cloud

Quality assurance and performance testing

• Quality assurance and performance testing service: Yes
• How the quality assurance and performance testing works: IBM has obtained corporate accreditation for ISO 9001 for quality assurance and performance testing and has implemented a four-tier framework model to provide direction on quality system initiatives demonstrating that IBM has effective business management and implements best practice methodologies. We have a robust approach to test the solutions built on Microsoft Dynamics 365, Microsoft365 Modern Workplace, Microsoft Power Platform and Microsoft Azure platforms. IBM’s Quality Engineering and Testing service provides consultancy, delivery and transformation across the full project lifecycle including Performance testing. Our QE methods, tooling and shift-left approach aligned to industry standards like ISTQB , provide clients with reliable test approaches and cost-effective teams who drive innovation and efficiency. Our approach is driven by automation and GenAI supports Agile and DevOps development methods resulting in reduced time and effort. Our Non-Functional specialists focus on service outcomes, resilience, performance, and scalability as well as operability and security of the service. We work collaboratively with our clients to define user processes, critical functions and features ensuring they are functional but also performant and operational.

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:
  • Managed Security Services - SOC
  • Cloud Security Services
  • Security Intelligence Services
  • Data and Application Services
  • Identity and Access Management Services
  • Infrastructure & Endpoint Security Services
  • Security e-Learning Services
• Certified security testers: Yes
• Security testing certifications:
  • CHECK
  • CREST
  • Other
• Other security testing certifications:
  • OSCE
  • OSCP
  • OSWE
  • OSWP
  • OPST
  • GWAPT
  • GREM
  • GSEC
  • GXPN
  • GMOB

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: IBM have a wealth of experience implementing Microsoft technologies, particularly Microsoft Dynamics 365, Microsoft Azure, Microsoft Power Platform, Microsoft Modern Workplace including Exchange Online, SharePoint Online and Office Suite among other Microsoft technologies. ; ; Support services provided by IBM come in several forms including documented training, video guides, virtual support helpdesks as well as providing on-site consultancy and strategy services. Each engagement can have a unique blend of products and services to support bespoke requirements for support and maintenance services as required by an organisation. ; ; IBM can provide industry leading implementation and managed services leveraging our dedicated support centres who have experience with and understand Central, Local & Regional Government organisations.

Service scope

• Service constraints: None

User support

• Email or online ticketing support: Email or online ticketing
• Support response times: IBM look to define and agree appropriate service levels and response times for each implementation based on business needs. Service levels are defined by categorising incident types according to severity, with response times per category of severity, for example: - Sev 1, 2 and 3. We would typically monitor e-Mail/Ticketing/Telephone 24/7, 7 days a week, categorising the incident, and invoking the appropriate SLA; - Sev 1/2 incidents can be prioritised for weekend responses; - Sev 3 would be typically attract a response during office hours (Monday to Friday, 9 to 5).
• 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: None or don’t know
• How the web chat support is accessible: Web chat or chatbots can be designed to virtually assist end users with automated responses for FAQs or have call to actions depending on individual requirements. They can also act as escalation points to a support resource who can handle their issue from thereon in. ; ; Design and implementation of chatbots and chat services are none standard and would need to be built into the solution (depending on platform of choice and tools/licenses available for such for features to enable such services.
• Web chat accessibility testing: Web chat or chatbots can be designed to virtually assist end users with automated responses for FAQs or have call to actions depending on individual requirements. They can also act as escalation points to a support resource who can handle their issue from thereon in. ; ; Design and implementation of chatbots and chat services are none standard and would need to be built into the solution (depending on platform of choice and tools/licenses available for such for features to enable such services.
• Support levels: IBM offers a range of service levels dependent on the specific service or system that is implemented and its criticality. Each service contract is priced on many variables such as duration, hours per day etc or could be quantified in other means such as allowing x number of support hours or tickets per month or week. ; ; We would be happy to share more information at point of engagement with a respective buyer.

Resellers

• Supplier type: Not a reseller

Staff security

• Staff security clearance: Other security clearance
• Government security clearance: Up to Developed Vetting (DV)

Standards and certifications

• ISO/IEC 27001 certification: Yes
• Who accredited the ISO/IEC 27001: Bureau Veritas Certification Holding SAS - UK Branch
• ISO/IEC 27001 accreditation date: 19/12/2018
• What the ISO/IEC 27001 doesn’t cover: N/A
• ISO 28000:2007 certification: No
• CSA STAR certification: Yes
• CSA STAR accreditation date: 30/07/2018
• CSA STAR certification level: Level 1: CSA STAR Self-Assessment
• What the CSA STAR doesn’t cover: N/A
• 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

  IBM are committed to achieving net zero greenhouse gas emissions globally by 2030. On this path, IBM are on track to have reduced greenhouse gas emissions by 65% (against 2010 base) in 2025, and 75% of our global electricity consumption will be from renewables by 2025. The IBM UK Carbon Reduction Plan (CRP) is published annually in which we report progress in achieving Net Zero; most recent in September 2023.; In fulfilling our responsibilities under our contracts, our staff operate in line with our IBM Environmental Policy and implemented through our worldwide Environmental Management System (EMS), which covers objectives including achieving our net zero greenhouse gas commitment, reduction in water use, reduction in waste going to landfill, creating green space, enhancing the natural environment and improving air quality. Local initiatives are in place around IBM and client’s locations, promoting e.g. shared or zero-carbon travel, various cycle-to-work and car-share initiatives/incentives as well as environmentally focused volunteering.; To influence staff, suppliers, customers and communities through the delivery of the contract to support environmental protection/improvement, we include Social Responsibility and Environmental Management requirements in subcontracts and encourage staff to work with the wider teams on improvements. In some locations, an ‘Environmental Business Resource Group’ promotes Green sustainability, also through community-based activities.; In 2020 IBM launched the ‘responsible.computing’ initiative, which addresses modern computing challenges and integrates aspects of sustainability, climate, ethics, openness, privacy, and security. We assess proposed technical solutions against efficient energy usage.; IBM began detailed tracking and monitoring of our environmental footprint in 1990 - being forthright and transparent in our impact long before it was fashionable or required. We have made significant improvements over the last 30 years and will continue to report transparently on impacts and progress, using ‘Sustainable by Design’ framework and tools such as CO2 Emissions-Estimator and/or Envizi.

  Covid-19 recovery

  We have continued promoting initiatives created to support COVID-19 recovery aimed at both communities and our/partners’ workforce. To help local communities manage and recover from the impacts of COVID-19 IBM have created employment and re-training opportunities. IBM provided a free, fully online offering called SkillsBuild Reignite, tailored for job seekers, and those needing to grow their digital skills. Once an initial 30-hours of online learning was completed, Reignite offered free one-on-one coaching, seminars and facilitated discussions from IBM volunteers.; IBM encourage our staff, suppliers, and customers to support our local communities through IBM Community Engagement Portal. The IBM.org Volunteer’s Portal manages over 1.3 million hours of volunteering by IBM employees. IBMers are allowed to make a charitable contribution of £7 for every hour of volunteering to their chosen charity.; We support our extensive ecosystem of external SME's managing/recovering from the impacts of COVID-19. IBM has invested to help reduce barriers to entry that may preclude participation in delivery by SMEs. This could relate to financial standing, ability to accept risk, invest in bids, or ability to supply sufficient volumes of resources.; We have had several initiatives to support staff with the impact of the COVID-19 and extended those initiatives to clients/partners. Mental health support has been available at all times to all of our staff and their families, and we have trained volunteering staff as mental health first aiders, with programmes in place to tailor a gradual return to work e.g. following illness. ; IBM reimagined many of our workplaces and policies to support COVID-19 recovery. We have implemented our Work from Home Pledge & Hybrid Working Pledge for all staff, which ensures we establish and respect new boundaries and support each other in this new way of working and living. IBM continue promoting an ongoing Hybrid working approach.

  Tackling economic inequality

  IBM invest to understand of the causes and effects of inequality. We run multiple initiatives to attempt to level opportunity, focused on our stated social-responsibility goal to support education and skills development in Science and Technology, with a specific focus on those who may not otherwise be attracted, or have the opportunity, to develop those skills.; The ‘IBM Ignite’ scheme, a national Movement to Work programme, offers vocational traineeships and work experience to disadvantaged youth unemployed. Together with City Gateway, our London charity partner, IBM offer 2-week, onsite, workplace programmes to break the cycle of ‘no work experience, no job’.; IBM are proud to have created skillsbuild.org. This is a global programme, and for the UK offering IBM have partnered with ACH.org.uk, a social enterprise working to resettle refugees through labour market and social integration, City Gateway, a London charity working with disadvantaged young people, women and families in deprived areas to build skills and ambition, and SaluteMyJob, a charity creating opportunities for ex-Servicemen and women under the armed forces covenant. The SkillsBuild programmes offer training, in-person support, credentials and opportunities to put the learning into practice. In addition to the direct training through charity partners, SkillsBuild is now also available free to all online. The SkillsBuild training gives recognised qualifications to those searching for employment in a digital economy. In addition, the programme gives job-search skills, teaches agile methods and design thinking, and has specific training in growing IT fields, such as cybersecurity, big data, artificial intelligence.; IBM UK employ around 100 school-leaver apprentices every year. Our award-winning programme offers apprenticeships ranging from Level 3 to Level 6, with all apprentices employed as permanent employees from Day 1. We also launched Early Professional Affiliates Hiring programme enabling us to further acquire talent from underrepresented groups.

  Equal opportunity

  In 1942, IBM hired blind psychologist Michael Supa to create a programme for hiring and training people with disabilities. Supa then worked in IBM institutionalising disability representation and equality for 37 years, and 80 years after he was hired IBM continue to lead in Accessibility, Inclusive hiring, and Representation to reduce the disability employment gap. The Accessible Workplace Connection portal makes it easy for managers to accommodate IBMers who consider themselves to have disabilities, and all recruitment activities are accessible and open. IBM support all employees in training and developing new skills relevant to them, with at least 40 hours of structured training required every year; called THINK40. The training can link to recognised, external qualifications, building skills relevant to the contract. IBM is accommodating of those with additional needs, ensuring all training is inclusive.; IBM believes that a diverse and inclusive work environment drives higher quality delivery. We have created employment/training opportunities for those with protected characteristics in the UK since 1912. Our 300+ employee-led communities support ethnic minorities, neurodiversity, LGBTQ+, females, veterans and more through regular events within their communities. Every IBMer completes regular mandatory Diversity & Inclusion training, including on unconscious bias. Based on 2022 survey nearly 9 in 10 IBMers felt comfortable being themselves at work with ~5,000 more recommending IBM as a great place to work. IBM run a “BeEqual” campaign and programmes, with tens of thousands of employees making a BeEqual pledge of allyship to colleagues from minority groups and 6000 IBMers globally are certified as LGBT+ Allies, with 90+ events across UK and Ireland in 2023 focusing on inclusion, with approximately 3.5K attendees. IBM have a culture of promotion and recruitment aiming to addresses workforce inequality for all to have the opportunity to fulfil their potential.

  Wellbeing

  IBM has an advanced Health and Wellbeing Programme, recognising the criticality and benefits of a healthy and supported workforce. A wide-ranging Employee Assistance Program is provided confidentially to all employees 24/7, at no cost to them, backed up by medical insurance with annual health assessments available. IBM operate a Mental Health First Aid Programme, with over 200 qualified mental health first-aiders volunteering in the UK. These colleagues make themselves approachable as a first step. IBM UK have Disability Confident Level 2 status, winning in 2023 UK-IT-Industry Award – DEI and in 2021 the Best Employer for Diversity and Inclusion award from WM UK, due to the broad focus on D&I throughout the pandemic, including hidden disabilities and neurodiversity. IBM has a global neurodiversity hiring program (ND@IBM). ; In the new model of home/hybrid working, various initiatives have been created to maintain and improve both mental and physical health when working remotely. The IBM Working from Home Pledge includes commitments to take time out for yourself, and to check-in regularly on colleagues. It was recognised that working alone can be challenging for some, and regular sessions, support programmes and training in place to keep people connected. Managers have undertaken training to recognise those struggling and have tools of early support. A “2020 health challenge” was taken up by 20% of the permanent employee population, with 69% of participants reported being less stressed, 74% exceeded 10,000 steps a day. We continue organising ‘Exercise challenges’ on miles walked/weight loss linked to e.g. World Heart Day. Ergonomic equipment to create a better working-from-home environment is available to all.; Within projects/programmes, and as part of contract delivery, IBM seek to make these various initiatives available to joint team of staff/suppliers/customers and communities. Project and colleague-based support and health initiatives are expanded where possible to all.

Pricing

• Price: £490 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 ukcat@uk.ibm.com. Tell them what format you need. It will help if you say what assistive technology you use.