Deloitte LLP

Microsoft Dynamics 365 development and support

Deloitte specialises in Dynamics 365 implementations, offering a comprehensive suite of business applications designed to streamline operations, enhance customer relationships, and drive efficiencies. Leveraging our expertise in Dynamics 365, we offer tailored consulting services across public sector, enabling them to harness the full potential of the Microsoft D365 Platform.

Features

• GDS Service Standard Assessments and OneLogin journey planning
• D365 Strategy, vision and business case services
• D365 Maturity assessment and D365 platform governance
• D365 Business analysis and D365 Functional requirements gathering
• D365 CRM Solution design (Customer Engagement, Field Service, Customer Insights)
• D365 Solution implementation and delivery
• D365 Solution testing and QA code reviews
• D365 Platform integration design and implem
• D365 Security and compliance assessments
• D365 ERP Solution design (Finance & Operations, Supply Chain, Commerce)

Benefits

• We offer end to end digital transformation service delivery
• We design and implement customised D365 solutions
• Gain actionable insights into your operations through advanced analytics
• Enables better software usability and enhanced CX and EX
• D365 integrates seamlessly with other Microsoft applications
• Ensuring smooth data flow and collaboration across the organisation
• Streamline administrative processes and improve operations efficiency
• Enhance public engagement, improve operations and compliance
• integrate disparate systems, enhance data security, and optimise resource allocation
• Increased programme transparency and improved service quality

£450 a unit a day

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 publicsectorbidteam@deloitte.co.uk. Tell them what format you need. It will help if you say what assistive technology you use.

Framework

G-Cloud 14

Service ID

677924755450718

Contact

Donna Farrell
0207 303 0913
publicsectorbidteam@deloitte.co.uk

Planning

• Planning service: Yes
• How the planning service works: Double Diamond Discovery Methodology Approach: ; Gather Insights / Understand the Business Needs; ; 1.Assess the as-is technology or current D365 instance: This is carried out by viewing the current system and holding interviews with your subject matter experts. We will guide you at each stage.; ; 2. Workshops to discuss the current system and pain points.; ; 3. Analyse the current system and process with Deloitte experts. Identify the strengths and weaknesses and what needs to be improved. ; ; 4. Frame the problem and define the objectives. ; ; 5. Define the requirements: Work with your organisation to define the requirements for the new system. This includes identifying the features and functionality that are needed, as well as any integrations with other systems.; ; 6. Produce a Business Requirements Document. To include - Project scope, objectives, stakeholders, functional requirements, non functional requirements, constraints, assumptions and acceptance criteria.; ; 7. Develop a detailed implementation/project plan: Based on the client's business needs and the analysis of their current system. The project plan will include: Agile process definition (build, deploy and release cycles) designed in collaboration, and a clear understanding of project timelines, milestones and deliverables required to meet intended outcomes.
• Planning service works with specific services: Yes
• Hosting or software services the planning service works with:
  • Dynamics 365 Sales
  • Dynamics 365 Customer Service
  • Dynamics 365 Field Service
  • Dynamics 365 Customer Insights Journeys
  • Dynamics 365 Customer Insights Data
  • Dynamics 365 Finance and Operations
  • Dynamics 365 Commerce
  • Dynamics 365 Supply Chain Management
  • Dynamics 365 Project Operations
  • Dynamics 365 Power Pages

Training

• Training service provided: Yes
• How the training service works: We can knowledge transfer to key D365 users regarding:; •Service blueprints - a visual representation that outlines the entire service delivery process from the customer's perspective. It provides a detailed overview of the various touchpoints, interactions, and steps involved in delivering a service, including both front-stage and backstage activities.; •D365 User personas, user journeys and wireframes: help ensure that the final product or service meets the needs and expectations of the users, enhances the user experience, and increases the chances of user satisfaction and engagement.; •D365 Business Process Flows: mapping out the processes the system does. It facilitates discussions on the new application and align on its use cases.; •D365 Business Requirements Document – For the business audience. Project scope, objectives, stakeholders, functional requirements, non functional requirements, constraints, assumptions and acceptance criteria.; •D365 Security & Compliance Design: define the specific security and compliance needs of your solution.; •D365 Functional Requirements Specifications – To clarify to the developers what should be built; •D365 Design and Development – Solution architecture and Technical design document of the solution; •D365 Test planning and execution documentation ; •D365 Operations and Maintenance – The admin tasks needed to run/maintain the system
• Training is tied to specific services: Yes
• Services the training service works with:
  • Dynamics 365 Sales
  • Dynamics 365 Customer Service
  • Dynamics 365 Field Service
  • Dynamics 365 Customer Insights Journeys
  • Dynamics 365 Customer Insights Data
  • Dynamics 365 Finance and Operations
  • Dynamics 365 Commerce
  • Dynamics 365 Supply Chain Management
  • Dynamics 365 Project Operations
  • Dynamics 365 Power Pages

Setup and migration

• Setup or migration service available: Yes
• How the setup or migration service works: A key part of set up and migration excellence is performing the activities outlined in the Discovery and Define phases of our Double Diamond discovery methodology. The Planning phase allows us to understand the business vision, project objectives and lay the foundations for migrating to the cloud or between cloud services. ; When the first 7 steps have been completed, we will:; Generate Ideas; 8. Concept Prototype: Turn insights into ideas, validate concepts with the client and produce a preliminary prototype.; System Design and Development; 9. Design the system: Once the requirements have been defined, design the system. This includes creating a data model, designing the user interface, and defining the workflows. We will manage the work items in devops.; 10. Analyse expected User Experience and Non functional requirements. These include speed performance, maintainability, scalability and future proofing.; 11. Find the right Dynamics apps for the Use Cases to cover. i.e. Sales, Customer Service, Field Service, Customer Insights (Marketing); 12. Security assessments – including document management in sharepoint; 13. Develop the system: Configuring Dynamics 365, customising it to meet the client's requirements, and integrating it with other systems.; 14. Migrate data from legacy CRM’s into the new instance of Dynamics.
• Setup or migration service is for specific cloud services: Yes
• List of supported services:
  • Dynamics 365 Sales
  • Dynamics 365 Customer Service
  • Dynamics 365 Field Service
  • Dynamics 365 Customer Insights Journeys
  • Dynamics 365 Customer Insights Data
  • Dynamics 365 Finance and Operations
  • Dynamics 365 Commerce
  • Dynamics 365 Supply Chain Management
  • Dynamics 365 Project Operations
  • Dynamics 365 Power Pages

Quality assurance and performance testing

• Quality assurance and performance testing service: Yes
• How the quality assurance and performance testing works: 15. Test the system: After development, the solution must be tested thoroughly. This includes testing the functionality, performance, and security of the system. Done by Deloitte and also UAT by the client.; 16. Release management & Go-Live Planning - The go-live plan serves as a roadmap for a smooth and successful transition to the live environment, minimising disruptions and ensuring that the system or project is ready for operational use. It helps coordinate efforts, manage risks, and provide clear guidance to all stakeholders involved in the go-live process.; ; 17. Handover - knowledge transfer activities to ensure a smooth service transition into BAU; 18. Train the user - Once the system is ready to go live, train the users on how to use the system. This includes providing training materials, conducting training sessions, and providing ongoing support.; 19. Note that Managed Services is available for ongoing support after the Go Live phase. Ongoing support can be provided in blended teams of near-shore or off-shore options.; 20. Go live - after UAT is successful, the solution is migrated to production and our deloitte team will ensure a smooth transition with business continuity from the legacy system to the new system

Security testing

• Security services: Yes
• Security services type:
  • Security strategy
  • Security risk management
  • Security design
  • Cyber security consultancy

Ongoing support

• Ongoing support service: Yes
• Types of service supported: Buyer hosting or software
• How the support service works: We provide AMS in a range of options from UK only, EEC only, and offshore/follow the sun blended options. The types of services we provide are application Management and Environment Management. >Application Management: 1. User support: end user support services providing how-to-guides for daily activities, dedicated training sessions on processes, application usage and procedures.; 2. Hypercare: On-site support activités based on client needs.; 3. Bug Fixing: corrective activités to fix malfunctions identified.; 4. Enhancement: Implementation of new requirements that come from new business requirements or fiscal/legal requirements.; >Environment Management: 1. Application Operations: application and batches/interfaces proactive monitoring, incident management and recovery.; 2. Continuous Update: support the update lifecycle in alignment with Microsoft releases. ; 3. Capacity planning: growth trend monitoring and predict the system capacity requirements to scale up before performance is impacted.; 4. Performance & Tuning: Identify performance issues and apply remediation.; 5. Preventative Maintenance: Daily system monitoring to check Systems, Applications and Database status to prevent failures.

Service scope

• Service constraints: Since Microsoft is a Deloitte audit client, the people of our practice will have an unwavering commitment to independence and adherence to the Guidelines, as we serve our clients and engage in certain interactions with Microsoft related to our practice activities. Our clients appreciate our objectivity stemming from our need for independence and this in turn helps instil our clients’ trust in us as we serve as an impartial advisor and technology consultant focused on delivering value. Deloitte can advise, implement and operate solutions based on Microsoft’s products within independence guidelines.

User support

• Email or online ticketing support: Yes, at extra cost
• Support response times: Arrangements and SLAs will differ as per project requirements
• 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: WCAG 2.1 AA or EN 301 549
• Web chat accessibility testing: Power Virtual Agents have been built with WCAG 2.1 accessibility certification, and Deloitte has extensive experience implementing both internal employee PVAs and customer facing web chat functionality
• Support levels: We can offer different support levels based on the service requirement. We would agree/finalise this with the client at the time of contracting. Cost will be in accordance with our rate card/pricing document.

Resellers

• Supplier type: Not a reseller

Staff security

• Staff security clearance: Conforms to BS7858:2019
• Government security clearance: Up to Developed Vetting (DV)

Standards and certifications

• ISO/IEC 27001 certification: Yes
• Who accredited the ISO/IEC 27001: BSI Assurance UK Limited
• ISO/IEC 27001 accreditation date: 01/04/2022
• What the ISO/IEC 27001 doesn’t cover: The scope of the Information Security Management System is limited to the scope of Deloitte LLP and its subsidiaries in the UK, Gibraltar, Switzerland and Liechtenstein.
• 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

  Deloitte is committed to delivering effective stewardship of the natural environment both with our clients and within communities. We do this through our methodologies, how we run projects, how we work in partnership with our Social Value Delivery Partners and how we think about the future direction of our business. Specific action we would take to support a client with this theme would depend on the scale and scope of the engagement, the Social Value Model Award Criteria (MACs) deemed relevant to the contract, and the locality/beneficiaries/communities we are targeting. ; Each engagement will be designed as an impact led service, with Social Value run as a workstream in parallel with the core phases/deliverables of the contract. A Social Value Lead will be assigned to each engagement to agree KPIs and oversee progress and delivery of commitments.; We have infrastructure in place to deliver against this theme. Our Social Value Team manages our ecosystem of Social Value Delivery Partners, and shapes our commitments for delivering additional environmental benefits and influencing environmental improvement and protection. This is done in collaboration with our WorldClimate team, Responsible Business team and Net Zero Transformation, Strategy and Innovation Team.; Our WorldClimate strategy focuses on four objectives where we can make the biggest impact: achieving Net Zero by 2030: Operating Green; empowering individuals through education and sustainability challenges/tools; and engaging ecosystems by collaborating with our clients, alliance partners, NGOs, industry groups, suppliers, and others to address climate change at a systems and operations level.; Our engagement teams can undertake volunteering activities with our climate related Social Value Delivery Partners as social value commitments, contributing to habitat creation and increasing biodiversity (e.g. WWT, WDC). We also have partnerships where we can co-design commitments around green skills, green jobs and carbon literacy.

  Covid-19 recovery

  Deloitte is committed to integrating the five Social Value (SV) themes within the UK Government’s SV Model into engagements through our methodologies, how we run projects, how we work in partnership with other organisations and how we think about the future direction of our business. Specific action we would take to support a client with this theme would depend on the scale and scope of the engagement, the SV Model Award Criteria (MACs) deemed relevant to the contract, and the locality/beneficiaries/communities we are targeting. ; Each engagement will be designed as an impact led service, with Social Value run as a workstream in parallel with the core phases/deliverables of the contract. A Social Value Lead will be assigned to each engagement to agree KPIs and oversee progress and delivery of SV commitments.; Our dedicated SV Team provides the bidding and governance infrastructure to deliver against all 5 themes. The team manages our ecosystem of SV delivery partners, shapes our commitments, promotes good practice, and monitors delivery/impact for our clients to ensure the policy outcomes are met. ; Via our social impact strategy, 5 Million Futures (5MF), we also have access to a broad range of societal partners across 24 geographies in the UK, 16 nationwide partnerships and 34 partnerships with schools. The priority areas within our strategy are digital skills, education and employability, with inclusion at their core. The Strategy focuses the firm's resources and efforts on addressing inequality, helping people/communities to develop job skills and recover from the impact of the Covid-19 pandemic, improve educational outcomes and access opportunities to succeed in this rapidly changing economy. We have also co-developed a range of products and services with our 30+ Social Value Delivery Partners, enabling us to deliver a range of activities specific to an engagement.

  Tackling economic inequality

  Deloitte is committed to integrating the five Social Value (SV) themes within the UK Government’s SV Model into engagements through our methodologies, how we run projects, how we work in partnership with other organisations and how we think about the future direction of our business. Specific action we would take to support a client with this theme would depend on the scale and scope of the engagement, the SV Model Award Criteria (MACs) deemed relevant to the contract, and the locality/beneficiaries/communities we are targeting. ; Each engagement will be designed as an impact led service, with Social Value run as a workstream in parallel with the core phases/deliverables of the contract. A Social Value Lead will be assigned to each engagement to agree KPIs and oversee progress and delivery of SV commitments.; Our dedicated SV Team provides the bidding and governance infrastructure to deliver against all 5 themes. The team manages our ecosystem of SV delivery partners, shapes our commitments, promotes good practice, and monitors delivery/impact for our clients to ensure the policy outcomes are met. ; Via our social impact strategy, 5 Million Futures (5MF), we also have access to a broad range of societal partners across 24 geographies in the UK, 16 nationwide partnerships and 34 partnerships with schools. The priority areas within our strategy are digital skills, education and employability, with inclusion at their core. The Strategy focuses the firm's resources and efforts on addressing inequality, helping people/communities to develop job skills and recover from the impact of the Covid-19 pandemic, improve educational outcomes and access opportunities to succeed in this rapidly changing economy. We have also co-developed a range of products and services with our 30+ Social Value Delivery Partners, enabling us to deliver a range of activities specific to an engagement.

  Equal opportunity

  Deloitte is committed to integrating the five Social Value (SV) themes within the UK Government’s SV Model into engagements through our methodologies, how we run projects, how we work in partnership with other organisations and how we think about the future direction of our business. Specific action we would take to support a client with this theme would depend on the scale and scope of the engagement, the SV Model Award Criteria (MACs) deemed relevant to the contract, and the locality/beneficiaries/communities we are targeting. ; Each engagement will be designed as an impact led service, with Social Value run as a workstream in parallel with the core phases/deliverables of the contract. A Social Value Lead will be assigned to each engagement to agree KPIs and oversee progress and delivery of SV commitments.; Our dedicated SV Team provides the bidding and governance infrastructure to deliver against all 5 themes. The team manages our ecosystem of SV delivery partners, shapes our commitments, promotes good practice, and monitors delivery/impact for our clients to ensure the policy outcomes are met. ; Via our social impact strategy, 5 Million Futures (5MF), we also have access to a broad range of societal partners across 24 geographies in the UK, 16 nationwide partnerships and 34 partnerships with schools. The priority areas within our strategy are digital skills, education and employability, with inclusion at their core. The Strategy focuses the firm's resources and efforts on addressing inequality, helping people/communities to develop job skills and recover from the impact of the Covid-19 pandemic, improve educational outcomes and access opportunities to succeed in this rapidly changing economy. We have also co-developed a range of products and services with our 30+ Social Value Delivery Partners, enabling us to deliver a range of activities specific to an engagement.

  Wellbeing

  Deloitte is committed to integrating the five Social Value (SV) themes within the UK Government’s SV Model into engagements through our methodologies, how we run projects, how we work in partnership with other organisations and how we think about the future direction of our business. Specific action we would take to support a client with the wellbeing theme would depend on the scale and scope of the engagement, the SV Model Award Criteria (MACs) deemed relevant to the contract, and the locality/beneficiaries/ communities we are targeting. ; Each engagement will be designed as an impact led service, with Social Value run as a workstream in parallel with the core phases/deliverables of the contract. A Social Value Lead will be assigned to an engagement to agree KPIs and oversee progress and delivery of SV commitments.; Our dedicated Social Value Team provides the bidding and governance infrastructure to support engagement teams. The team manages our ecosystem of Social Value Delivery Partners, shapes our commitments, promotes good practice, and monitors delivery/impact for our clients to ensure the policy outcomes of improving the health and wellbeing within the contract workforce and community cohesion are met. ; We have an extensive programme of wellbeing initiatives, tools and events to support our contract workforce. Our Future of Wellbeing team also specialises in wellbeing impact measurement, strategy, and culture, and can work with clients on improving these areas in their organisation. Their methodology is informed by best practice from around the world (e.g. CIPD, COMB-model of behaviour change, World Happiness Report, BSI ISO 45003, Thriving at work standards Stevenson/Farmer, City Mental Health Alliance).

Pricing

• Price: £450 a unit a day
• Discount for educational organisations: No

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 publicsectorbidteam@deloitte.co.uk. Tell them what format you need. It will help if you say what assistive technology you use.