Deloitte LLP

Salesforce Cloud Solutions

Deloitte provides Salesforce design, implementation and operating services across all UK public sector including government agencies, local authorities, Arms’-Length Bodies, Housing Associations, Aid Organisations, and the NHS. We can also resell licences. Our services include planning, analysis, design, business architecture, configuration, development, integration, change, training, governance, release management and optimisation.

Features

• Specialist support with all Salesforce offerings.
• Digital customer engagement and self-service design.
• Design of reporting, analytics, and MI solutions.
• Support all Salesforce product offerings including Marketing, AI and Analytics.
• Architecture definition, vendor assessment and master data strategy.
• Development and integration support for all packages and modules.
• Testing and quality assurance support (including test automation).
• Data management includes data cleansing, transformation, backup, and migration.
• Implement application lifecycle management with various automation and DevOps tools.
• Ensuring data privacy and security for a trusted user experience.

Benefits

• Expertise from one of the UK’s largest Salesforce practices.
• Rapid deployment of industry relevant solutions using proven agile methodologies.
• Implementation in alignment with GOV.UK and NHS service standards.
• We align development with GOV.UK design system for seamless user-experience.
• Run digitally enhanced contact-centre and manage-services adhering to industry standards.
• Integrated business/technical expertise from Gartner’s leader in CRM.
• Adherence to any required regulations (e.g. GDPR).
• Access to Deloitte’s “Tracker” tool; agile governance within Salesforce.
• Salesforce environment health check with Deloitte’s own ReviewNow tool.
• Accelerate transformation with our in-house accelerators for Government organisations.

£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

710568362856681

Contact

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

Planning

• Planning service: Yes
• How the planning service works: We understand what it takes to make technology projects successful. We help plan and deliver projects with user needs at the core, with clear routes to business benefits, and with known strategies for scaling up and maintaining an enterprise level solution.; We follow the Service Standard, enhancing it with our experience in adjacent areas like business planning and organisation design.; We plan with some or all the following activities:; • Validating policy, operational and financial goals, and refining the business case ; • Completing a Discovery to identify user needs, dependencies, and solution options; • Completing an Alpha product to prove the concept for the solution, flush out more detailed requirements and identify operating model implications; • Planning and delivering an MVP as a Beta product, aiming for known outcomes; • Planning and delivering a Live product that is continuously improved over time; ; Our planning takes account of:; • Security architecture and cyber threats; • Technical analysis, design, build and test.; • Resource requirements and availability; • Dependencies on third parties and legacy systems; • Organisational constraints and opportunities; • Policy / legal constraints ; • User research and user testing strategies; • Service assessment and governance needs
• Planning service works with specific services: No

Training

• Training service provided: Yes
• How the training service works: • Upskill buyer’s employees - with the help of the buyer’s Training Lead, Deloitte intends to leverage Salesforce's online learning platform, Trailhead, to train identified resources in the fundamentals and relevant facets of the Salesforce platform.; • Train the Trainer - solution-specific training is carried out by the Change Management Team via a ‘Train the Trainer’ strategy and controlled by the Change Lead. A plan is agreed in collaboration with buyer’s Release Manager and Product Owners, identifying a proportional set of candidates covering all relevant personas.; • Knowledge Transfer & Handover - Deloitte’s transition plan contains the following steps:; 1. Document programme objectives and define the internal buyer’s capabilities required to continue to sustainably achieve these outcomes post-transition.; 2. Run an early Skills & Knowledge Transfer workshop with buyer to confirm our understanding of their current state and requirements.; 3. Define the specific skills and knowledge required in the relevant buyer’s roles.; 4. Design a tailored training plan for each role to be transitioned.; 5. Review progress frequently and refine the approach based on feedback.
• Training is tied to specific services: No

Setup and migration

• Setup or migration service available: Yes
• How the setup or migration service works: Our service helps buyers adopt Salesforce solutions in the cloud and move from existing services (either cloud or non-cloud) onto Salesforce cloud solutions.; ; We support buyers with:; • Selecting appropriate Salesforce products and modules to address business needs.; • Selecting 3rd party products from Salesforce marketplace to limit custom builds.; • Adopting “no-code/low-code” solutions within the platform to enhance manageability and facilitate easier maintenance.; • Following industry standards and best practice to ensure optimised solutions and performance. ; • Enabling centre of excellence for Salesforce related services.; • Implementing change management which involves assessing, planning, and driving user adoption to successfully navigate organizational goal transitions and transformations.; • Establish DevOps process for Salesforce development. ; • Drive rapid development with Deloitte’s extensive public sector accelerators & frameworks. ; • Business migration planning (e.g. support models, user needs); • Data management and planning involves master data strategy, managing large data volume complexities, backup and restoring processes, and data migration from legacy systems.; • Technical planning (e.g. solution architecture design and validation); • Security planning (e.g. data residency, information governance, security architecture, implementation of Salesforce advance security features like Shield); • Delivery excellence involves aligning processes with an agile framework and governance model.
• 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: Our service helps buyers de-risk the delivery of high quality solutions with Salesforce. ; This includes:; • Designing quality engineering solutions that meet the demands of both the programme and the application(s) under test.; • Embedding QA engineers into delivery teams to create a culture of quality, test early, manage risk continuously and reduce the cost of defect resolution.; • Implementing an automation-first approach, using either open-source or low-code tooling, to maximise the return on investment and expedite the time-to-live.; • Leading on and delivering all relevant test phases, including Sprint Testing, Non-Functional Testing, SIT/E2E testing, User Acceptance Testing, Operational Acceptance Testing, Data Testing and Regression Testing.; • Also support different phases of release like Alpha, Beta and Go-Live.; • Planning appropriate levels of specific non-functional testing to suit the application. This is inclusive of Security Testing, Performance Testing (load, soak, spike etc), compatibility testing and accessibility testing (to WCAG standards).; • Leveraging our library of frameworks, assets, and accelerators – for example pre-built test automation frameworks in a range of tools – to deliver quality at speed.; • Continuously providing high-quality reporting in appropriate forums to key stakeholders, creating transparency throughout testing.

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
• Certified security testers: Yes
• Security testing certifications:
  • CHECK
  • CREST

Ongoing support

• Ongoing support service: Yes
• Types of service supported: Hosting or software provided by your organisation
• How the support service works: At Deloitte, we understand the importance of providing ongoing support for the services we build and implement.; ; We work with our buyers to determine the exact scope of support services needed, ensuring that we can meet their unique needs.; • Our support services can include first line support for users, as well as second or third line support as needed. ; • We also provide ticket tracking and resolution, ensuring that any issues are addressed in a timely and efficient manner. ; • Our commitment to continuous delivery of bug fixes and enhancements ensures that our services are always up-to-date and functioning at their best.; • We also monitor user feedback and maintain a backlog of enhancement and improvement needs, ensuring that we can continue to improve and evolve our services to meet the changing needs of our community.; • Our continuous improvement services address further needs, ensuring that our services remain relevant and effective over time.; • We are committed to providing comprehensive support services that meet the unique needs of our buyers, ensuring that they can continue to rely on our services for years to come.

Service scope

• Service constraints: None

User support

• Email or online ticketing support: Yes, at extra cost
• Support response times: We provide support for run managed services, and can agree support arrangements from 24x7 1st line to business hours 3rd line support.
• User can manage status and priority of support tickets: No
• Phone support: Yes
• Phone support availability: 24 hours, 7 days a week
• Web chat support: No
• Support levels: We can offer different support levels based on the service requirement. We would agree this with the client at the time of order. ; ; Cost may be in accordance with our rate card/pricing document.

Resellers

• Supplier type: Reseller providing extra features and support
• Organisation whose services are being resold: Salesforce, Mulesoft, Tableau and Amazon Connect

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: 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.