CHARTERHOUSE VOICE & DATA LIMITED

Microsoft Professional Services

Consultancy to deliver end-to-end collaboration and productivity outcomes across Microsoft Teams, Microsoft 365, Microsoft 365 Copilot, Dynamics 365 Contact Center and Luware Nimbus. Services include strategy, design, deployment, adoption, meeting rooms, application development across Power Platform, Azure, and managed security - optimising consumption, operations, and user enablement.

Features

• Delivers comprehensive Teams designs enabling scalable, secure collaboration across organisations
• Accelerates Microsoft 365 adoption with engaging training and clear communications
• Creates high-quality Teams rooms delivering reliable, immersive meeting experiences consistently
• Secures Microsoft 365 environments with proactive monitoring and expert-led support
• Accelerates Copilot value through strategic planning, efficient deployment and governance
• Optimises Dynamics Contact Center delivery through structured planning and management
• Optimises Teams contact centre performance with expert planning and management
• Creates integrated applications using Teams, M365, Power Platform and Azure
• Delivers effective Copilot Studio solutions with strategic planning and deployment
• Delivers secure Teams call recording via expert design and deployment

Benefits

• Drive clear collaboration vision, optimised governance, adoption, and cost-efficient operations
• Accelerate users, improve productivity, boost engagement, embed wider digital adoption
• Deliver seamless hybrid meetings with reliable, scalable, well-supported room technology
• Strengthen security posture, reduce risk, ensure compliance, enable secure productivity
• Maximise AI value, controls costs, scales safely, driving service efficiency
• Improve response speed, extend channel options enhance CX, enabling scalability
• Enable compliant, resilient voice platforms using Luware Nimbus ecosystem
• Build integrated automation, apps, and data flows to reduce workloads
• Enables intelligent automation and scalable AI agents through Copilot Studio.
• Protects your organisation with compliant, reliable, and insight-driven call recording

• 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 publicsector@cvdgroup.com. Tell them what format you need. It will help if you say what assistive technology you use.

Framework

G-Cloud 15

Service ID

650076686003506

Contact

Liz Holmes
02076137441
publicsector@cvdgroup.com

About the service

• Service categories:

  Cloud Support Services

  Managed Cloud

  Managed Private Cloud

  • Managed Private IaaS
  • Managed Private SaaS/PaaS
  • Application management

  Managed Public cloud

  • Managed Public IaaS
  • Managed Public SaaS/PaaS
  • Application management

  Managed Hybrid Cloud

  • Managed Hybrid IaaS
  • Managed Hybrid SaaS/PaaS
  • Application management

Service scope

• Service constraints: Our support services are designed to be flexible and reliable, but some constraints apply to maintain security and performance. Planned maintenance is scheduled outside UK business hours, with advance notice provided. As our solutions leverage Microsoft 365 and Azure, updates follow Microsoft’s release cadence. Customisation is primarily through configuration; deep code-level changes are restricted by Microsoft governance. Certain features require appropriate Microsoft licences, and stable internet connectivity is essential. Customers are responsible for maintaining their Microsoft tenant and security policies in line with agreed governance.

User support

• Email or online ticketing support: Yes
• Support response times: Our support incorporates response times based on ticket severity. Critical issues (P1) receive a response within 30 minutes, while high-severity issues (P2) are responded to within 60 minutes. Medium (P3) and low (P4) issues have response times of 8 and 12 hours respectively. Only P1 tickets are responded to within weekend periods with the same response time.
• 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 provide a tier 3 augmentation to existing internal service organisations. The scope of our tier 3 services includes technical issue resolution, patch management, changes, enhancements and adoption services. Our support services are available 24*7. Response time depends on severity of support ticket. We have four ticket severity levels, with severity 1 being the highest and severity 4 the lowest. Each severity has a response time and target fix time. Severity P1 (Critical) has a 30 minute response time and 6 hour target fix time. Severity P2 (High) has a 60 minute response time and 8 hour target fix time. Severity P3 (Medium) has an 8 hour response time and 12 hour target fix time. Severity P4 (Low) has a 12 hour response time and 48 hour target fix time. The cost for our support services is dependent on the particular Microsoft solution being supported and the desired hours of coverage. We can provide a technical account manager and cloud support engineer to participate in periodic service reviews if required.

Supplier type

• Supplier type: Reseller providing extra features and support
• Organisation whose services are being resold: Microsoft, Luware, Numonix, Code Software

Staff security

• Staff security clearance: Other security clearance
• Government security clearance: Security Clearance (SC)

Pricing

• Discount for educational organisations: Yes

Architecture roles

Business architect

Role level	UK Rate	Offshore Rate
Business architect	£1,300.00

Network architect

Role level	UK Rate	Offshore Rate
Lead network architect	£2,240.00

Solution architect

Role level	UK Rate	Offshore Rate
Solution architect	£1,500.00

Product and delivery roles

Business analyst

Role level	UK Rate	Offshore Rate
Business analyst	£1,300.00

Programme delivery manager

Role level	UK Rate	Offshore Rate
Programme delivery manager	£1,000.00

Standards and certifications

• ISO/IEC 27001 certification: Yes
• ISO/IEC 27001 accredited by: British Assessment Bureau
• ISO/IEC 27001 accreditation date: Wednesday 15 September 2021
• What the ISO/IEC 27001 doesn’t cover: N/A
• ISO 28000:2022 certification: No
• ISO 9001 certification: Yes
• ISO 9001 certification accredited by: British Assessment Bureau
• ISO 9001 accreditation date: Wednesday 15 September 2021
• 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: 1262dde2-a549-4219-84b1-37a198214f7a
• Cyber essentials plus: Yes
• Cyber Essentials Plus Certificate Number: Df7e6f59-c464-4b18-a1d5-e04189e9309d
• Other security certifications: Yes
• Any other security certifications: NHS Data Security & Protection Toolkit

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
  • Ensuring new workers are informed of their right to join a trade union
  • Monitoring of employee engagement rates (by protected characteristic) and, where necessary, the development of actions to ensure all voices are heard across the diversity of the workforce
  • 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
  • Activities to cascade good practice on fair working conditions throughout the supply chain
  • Payment of more than the National Minimum Wage or National Living Wage (as appropriate) to the contract workforce
  • Monitoring and reporting of gender and ethnicity pay gaps and plans to address them where necessary
  • 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 the contract workforce by providing career advice, and providing opportunities for staff working on the contract with in-work progression career development into known skills shortages or high growth areas
  • 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
  • How these flow down the supply chain and are monitored Illustrative examples include reporting, site visits, audits, etc.

  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

  Policy Outcome 3: Resilient, innovative and flexible supply chains: Support economic growth through enabling resilient businesses, opportunities for small businesses and voluntary, community and social enterprises

  • Understanding of the types of businesses in the market and the level of participation by new businesses, entrepreneurs, start-ups, SMEs, VCSEs and mutuals
  • Activities to identify opportunities to open up sub-contracts under the prime contract to a diverse range of businesses, including new businesses, entrepreneurs, start-ups, SMEs, VCSEs and mutuals
  • Activities that demonstrate a collaborative way to work with a diverse range of businesses as part of the supply chain
  • Structuring of the supply chain selection process to ensure fairness (e.g. anti-corruption) and encourages participation by a diverse range of businesses, including with regard to new businesses, entrepreneurs, start-ups, SMEs, VCSEs and mutual
• 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.

  • Understanding of opportunities for additional environmental benefits delivery in the performance of the contract, including working towards net zero carbon emissions and 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
  • Delivery of additional environmental benefits through 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 6: Employment and training: For those who face barriers to employment

  • Understanding of the issues affecting the representation of disabled people in the workforce in the market, industry or sector relevant to the contract, and in the supplier’s own organisation and those of its key sub-contractors
  • Inclusive and accessible recruitment practices, and retention-focused activities, including those provided in the Guide for line managers on recruiting, managing and developing people with a disability or health condition
  • Introducing transparency to pay and reward processes
  • Offering a range of quality opportunities with routes of progression if appropriate, e.g. T Level industry placements, students supported into higher level apprenticeships.
  • Working conditions which promote an inclusive working environment and promote retention and progression
  • Understanding of the issues affecting inequality in employment, skills and pay in 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 tackle inequality in employment, skills and pay in the contract workforce
  • Inclusive and accessible development practices, including guidance for line managers on recruiting, managing and developing people with a disability or health condition

  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
  • Understanding of issues relating to entering 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
  • Understanding barriers to access to health and social care services or employment opportunities e.g. digital inclusion
  • Inclusive and accessible recruitment practices, development practices and retention policies that support-focused activities including those provided in the Guide for line managers on recruiting, managing and developing which support people with a disability or health condition

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