Workpro

Workpro Case Management Support Services

Workpro Support Services are available to support Workpro case management software purchased under G Cloud 15 Lot 2b.
Services include planning, setup and migration, integration, training, and configuration changes or additions. These services are applicable to all Workpro case management versions (Complaints, HR and Employee Relations, Requests (FOI, DPA), Casework).

Features

• Implementation planning, requirements gathering and specification production.
• Setup and Migration services, including data and document import.
• Integration services, e.g. other client systems, authentication systems, branding etc.
• Training services for System Administrators, Users and Report Writers.
• Configuration services, changes or additions to standard workflow, reports etc.

Benefits

• Ensures Workpro solution reflects any unique organisational requirements.
• Minimise costs by building on functionality in standard Workpro package.
• Exceptional flexibility and scalability. Workpro can adapt to business needs.
• Investment protection through integration with any existing systems.
• Harness current data and minimise duplication through data migration.
• Adapt to legislation, business process and environment changes over time.
• Compliance with legislation, regulation and business goals assured.
• Optimise efficient use of combined systems/ data.
• Supplement internal IT resources with our expertise as needed

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 workpro@casltd.com. Tell them what format you need. It will help if you say what assistive technology you use.

Framework

G-Cloud 15

Service ID

575422087864280

Contact

Ken Naismith
0131 449 7071
workpro@casltd.com

About the service

• Service categories:
  • Cloud Support Services
    • Managed Cloud
      • Managed Private Cloud
        • Managed Private SaaS/PaaS
      • Managed Public cloud
        • Managed Public SaaS/PaaS

Service scope

• Service constraints: Much of Workpro’s functionality is accessed from a web browser. Workpro supports the following: current versions of Microsoft Edge and Google Chrome. Workpro also supports the creation of Microsoft Word documents, which can be edited and saved directly back into Workpro using the following: Microsoft Office 365. You may also require a PDF viewer tool. Any application capable of reading PDF documents can be supported (Adobe Acrobat / Microsoft Edge / Google Chrome). We offer an optional Workpro PDF editor module which allows you to save changes to PDF documents directly back to Workpro.

User support

• Email or online ticketing support: Yes
• Support response times: We aim to respond as soon as possible, with standard response commitments as follows: Priority 1 within 1 hour (system non-operational and affects more than 50% users). Priority 2 within 4 hours (system non-operational and affects minority of users). Priority 3 within 4 hours (identifiable fault but system still operational, minor faults and advice). Priority 4 within 8 hours (cosmetic issues which do not affect the operation of the system). Priority 5 within 5 working days (system enhancements, new and additional features). Standard working hours are Mon-Fri 9am-5pm GMT but out of hours support is available.
• User can manage status and priority of support tickets: Yes
• Online ticketing support accessibility: WCAG 2.2 A
• Phone support: Yes
• Phone support availability: 9 to 5 (UK time), Monday to Friday
• Web chat support: No
• Support levels: We operate an ITIL compliant support operation including manned help desk with backup technical resource as required. • 24/7/365 online support portal, for logging/monitoring issues, requests and billing Support is available by email/telephone through our helpdesk • Remote support can be carried out via dedicated link. • Workpro is an evolving product with one annual system upgrade • Standard Workpro application support hours are Mon-Fri 9-5, excluding Christmas and New Year. Our response times are based on 6 priorities: Priority 1 system non-operational and affects majority of (>50%) users with a target of resolve < 5 hours Mon-Fri. Priority 2 system non-operational and only affects minority (<50%) of users with a target of resolve in < 12 hours. Priority 3 identifiable fault but system still operational , minor faults and advice with a target to resolve in < 30 days. Priority 4 cosmetic issues which don't affect the operation of the system with a target to resolve in < 60 days. Priority 5 system enhancements, new and additional features with a target to negotiate resolution. Priority 6 requests for advice with a target to resolve in < 10 days.

Supplier type

• Supplier type: Not a reseller

Staff security

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

Pricing

• Discount for educational organisations: No

Government Digital and Data Roles

Architecture roles

Security architect

Role level	UK Rate	Offshore Rate
Security architect	£1,400.00

Solution architect

Role level	UK Rate	Offshore Rate
Solution architect	£1,400.00

Data roles

Data analyst

Role level	UK Rate	Offshore Rate
Data analyst	£1,400.00

Data engineer

Role level	UK Rate	Offshore Rate
Data engineer	£1,400.00

IT operations roles

Application operations engineer

Role level	UK Rate	Offshore Rate
Application operations engineer	£1,400.00

Infrastructure engineer

Role level	UK Rate	Offshore Rate
Infrastructure engineer	£1,400.00

Product and delivery roles

Business analyst

Role level	UK Rate	Offshore Rate
Business analyst	£1,400.00

Delivery manager

Role level	UK Rate	Offshore Rate
Delivery manager	£1,400.00

Quality assurance testing (QAT) roles

Test engineer

Role level	UK Rate	Offshore Rate
Test engineer	£1,400.00

Software development roles

Frontend developer

Role level	UK Rate	Offshore Rate
Frontend developer	£1,400.00

Software developer

Role level	UK Rate	Offshore Rate
Developer	£1,400.00

User-centred design roles

Accessibility specialist

Role level	UK Rate	Offshore Rate
Accessibility specialist	£1,400.00

Interaction designer

Role level	UK Rate	Offshore Rate
Interaction designer	£1,400.00

User researcher

Role level	UK Rate	Offshore Rate
User researcher	£1,400.00

Standards and certifications

• ISO/IEC 27001 certification: Yes
• ISO/IEC 27001 accredited by: LRQA Limited
• ISO/IEC 27001 accreditation date: Tuesday 17 December 2024
• What the ISO/IEC 27001 doesn’t cover: N/a
• ISO 28000:2022 certification: No
• ISO 9001 certification: Yes
• ISO 9001 certification accredited by: LRQA Limited
• ISO 9001 accreditation date: Friday 25 April 2025
• What the ISO 9001 doesn’t cover: N/a
• Quality management systems (QMS): Yes
• CSA STAR certification: No
• PCI certification: No
• Cyber essentials: Yes
• Cyber Essentials Certificate Number: 5b0d28b7-d836-4134-867d-58b89caafcc1
• Cyber essentials plus: Yes
• Cyber Essentials Plus Certificate Number: E919de2b-9bb6-4ee5-84ef-5814e755ba31
• Other security certifications: No

Social value

• Mission: Kick start economic growth:

  To secure the highest sustained growth in the G7 - with good jobs and productivity growth in every part of the country making everyone, not just a few, better off.

  Policy Outcome 1: Fair work: That offers fair wages and good working conditions. Help people get a job, stay in work, and progress in their careers, with good employment opportunities across the country. Notes: Where there is a large proportion of labour costs in the contract, commercial teams should consider MAC in Outcome 1 as a priority

  • Providing opportunities for, and measuring and monitoring of, staff workforce conditions over time, including employee engagement, involvement in decision-making and satisfaction and adapting to any changes in the results, with clear processes for acting on issues identified
  • Plans to engage the contract workforce in deciding the most important workplace issues to address
  • Employment contracts that reflect actual hours worked; steps taken to ensure employees understand their contracts and have the ability to review and adjust them if actual hours regularly exceed contracted hours
  • Activities that support an environment where staff are educated about, and feel empowered to, address their physical wellbeing
  • Activities that support an environment where staff are educated about and feel empowered to report and address bullying and harassment
  • Payment of more than the National Minimum Wage or National Living Wage (as appropriate) to the contract workforce
  • Entitlement to sick pay for the contract workforce, with provision in place for any staff who do not meet the earnings threshold for statutory sick pay, payment of sick pay from day one of absence and payment of staff on the contract workforce who are off sick a replacement income of 100% of their usual earnings for as long as possible
  • Understanding of in-work progression issues affecting the market, industry or sector relevant to the contract, and in the supplier’s own organisation and those of its key sub-contractors
  • Measures to support in-work progression to help people in the contract workforce, to move into higher paid work by developing new skills relevant to the contract
  • Support for educational attainment relevant to the contract, including training schemes that address skills gaps and result in recognised qualifications
  • Volunteering opportunities for staff
  • Understanding of the modern slavery risks and issues affecting the market, industry, sector or country (of origin or of source) relevant to the contract, and the workforce in the supplier’s own organisation and those of its key subcontractors
  • Measures to identify, mitigate and manage modern slavery risks relating to the contract and how these will be implemented
  • Outline policies and practices to be applied to or put in place for the contract to mitigate and manage modern slavery risks, including: Pre-employment checks, recruitment practices. Workplace conditions, safeguarding plans and processes in place and regular monitoring with relevant groups considered, which may include sampling

  Policy Outcome 2: Skills for growth: Supporting growth sectors and addressing skills gaps.

  • Understanding of employment and relevant skills issues, and of the education and training issues relating to the contract. Illustrative examples: demographics, skills shortages, new opportunities in high growth sectors, geographic/local community and skills/employment challenges
  • Support for educational attainment relevant to the contract, including training schemes that address skills gaps and result in recognised qualifications
  • Activities to support relevant sector related skills growth and sustainability in the contract workforce. Illustrative examples: careers talks, curriculum support, literacy support, safety talks and volunteering
  • Delivery of apprenticeships, supported internships and T Level industry placement opportunities (Level 2, 3 and 4+) in relation to the contract
• Mission: Make Britain a clean energy superpower:

  To cut bills, create jobs and deliver security with cheaper, zero-carbon electricity by 2030, accelerating to net zero

  Policy Outcome 4: Sustainable procurement practices: Reducing carbon footprints, minimising waste, and promoting the use of clean energy and green technologies.

  • Collaborative ways of working with the supply chain to deliver additional environmental benefits in the performance of the contract, including working towards net zero carbon emissions and use of clean energy and green technologies
• Mission: Break down barriers to opportunity:

  By reforming our childcare and education systems, to make sure there is no class ceiling on the ambitions of young people in Britain

  Policy Outcome 7: Creating a pipeline of opportunities: For the contract workforce, reducing barriers to entry for under-represented groups.

  • Other measures to offer development opportunities for the target cohort(s) in the contract workforce
• Mission: Build an NHS fit for the future:

  That is there when people need it; with fewer lives lost to the biggest killers; in a fairer Britain, where everyone lives well for longer.

  Policy Outcome 8: Increasing productivity through physical and mental wellbeing: In the supply chain and communities in the relevant area.

  • Understanding of issues relating to health and wellbeing, including physical and mental health, in the contract workforce

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 workpro@casltd.com. Tell them what format you need. It will help if you say what assistive technology you use.