Civica UK Limited

Civica M365 Power Platform Business Process Transformation Services

Using our proven methodology, Civica’s Microsoft Power Platform Business Transformation Service helps reimagine, streamline, automate and integrate processes for efficiency savings, customer service value-add and freeing bandwidth for innovation. The service includes strategy development, user research and baseline assessment, process re-engineering, change management, planning, implementation, integration, skills transfer and rollout.

Features

• Current state assessment: systems, infrastructure, data, people, processes, and governance
• Process improvement strategy, modelling and planning using our proven methodology
• Hands-on ‘art of the possible’ engagements with live technology prototyping
• App development and process automation in a day immersive workshops
• Admin in day skills transfer for self-sufficiency
• Business solution proof of concept (PoC) exploration and implementation
• Pre-migration and change readiness assessments for legacy systems and processes
• Flexible scope: data-capture, workflow, Robotic Process Automation, natural language interfaces
• Flexible scale: single workshop to full process implementation and rollout
• Power Automate, Power Apps, Power BI, Virtual Agents, DataVerse

Benefits

• Process alignment with business strategy, goals, and value disciplines
• Maximise quality and value of process output (product, service, information)
• Reduce execution time to improve Buyer experience or maximise throughput
• More efficient resource use (people, information, technology) to minimise cost
• Higher internal or external regulatory compliance
• Processes readily adaptable to changes in business environment
• Build self-sufficiency in process engineering and Power Platform
• Improved systems integration, robotic process automation, and data management
• Maximise M365 ROI and deliver demonstrable business benefit
• Unlock efficiency potential through business led automation development

£138 to £2,290 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 g-cloud@civica.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

754669781169464

Contact

Civica UK Limited
+44 (0) 3333 214 914
g-cloud@civica.co.uk

Planning

• Planning service: Yes
• How the planning service works: Civica recommends using a collaborative and iterative ‘Agile’ approach to planning Digital Workplace Implementation on Microsoft 365. Particularly for greenfield implementation, aiming to deliver early, yields multiple benefits including accelerated ROI, more effective stakeholder engagement, and broad skills transfer. Our approach to service planning is as follows: During initiation the Delivery Manager (DM) will meet with the customer team to confirm engagement and project scope, terms of reference, roles and responsibilities, environment, outcomes, checkpoints, timescales, constraints, issues and risks. The outputs are combined with Civica’s knowledge and experience of planning delivery of modern workplaces across thousands of customers. This ensures that our planning service takes into consideration all factors and they are recorded, assessed, and planned for. During the engagement, regular project reviews compare progress against the plan, with any issues or risks identified and mitigating actions monitored. This iterative approach ensures emerging issues are incorporated into the plan and that progress is maintained across all elements of the plan. The plan is managed through to project completion to ensure outcomes are attained and business benefits from the new digital workplace solution are realised. Lessons Learnt are fed back to the customer and future planning service projects.
• Planning service works with specific services: No

Training

• Training service provided: Yes
• How the training service works: Civica offers a complete training service for its Digital Workplace Solution services. Training services available include formal training, collaborative knowledge sharing and in-project skills transfer, we also support the creation of context and task oriented 'just in time' training (such as guides, short videos and bots) as part of the overall solution. Training approach and services are based on customer needs and delivered to an agreed budget and timescale. Training services are priced from the SFIA rate card and can be structured to address different levels of need including, for example: 1) Modern Working Vision awareness for Executives, Managers and Business Managers. Provides an overview of the corporate Digital Workplace strategy for top-down reinforcement; 2) Solution Induction Training for service administrators, service enablers and in-business champions; 3) Digital Workplace Training in the core services for information asset owners and end users. 4) Specialist Training – advanced training for key roles in your Digital Workplace Services, such as typical with the Comms teams and micro-intranet owners; 5) Launch Awareness for all service consumers, open group sessions to promote new tools and the expected business and individual benefits of new ways of working.
• Training is tied to specific services: No

Setup and migration

• Setup or migration service available: Yes
• How the setup or migration service works: Civica’s proven five-step process supports migration from legacy information management and collaboration solutions and transitioning between tenants: 1) Migration Strategy: understand challenges and desired migration outcomes, including mitigating co-existence risks. We generate a roadmap aligned to business, technology and operating model needs, with decommission timescales. 2) Discover and Assess: engage with your stakeholders to characterise and quantify the starting point, including content, governance and services, collating data on facilities and information assets and combining tool-based/manual exploration to uncover dependencies, constraints, opportunities. 3) Design and Plan: collaboratively define a target model incorporating information architecture, governance, compliance and security to meet your needs. Mapping current state to target environment, we create a prioritised, phased migration plan, aligned with desired benefits and ensuring fit with people, process, tooling and service needs. 4) Migrate and Transform: execute the plan, set up the team and migration infrastructure, establish governance, provision target environment and conduct rigorous testing. When ready, we migrate identities and information using cost-effective and best of breed tooling, augmented with scripting where necessary, ensure consistency, efficiency and minimal disruption. 5) Manage and Optimise: monitor and manage migrated services against success criteria and refine configuration and planning for an on-track Digital Workplace migration.
• 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: At Civica, the goal of quality assurance is not to give testing (including performance) its own phase, but to embed quality across each of the project/delivery phases.; ; a) Discovery and Calibration - determine requirements, data, environments, timescales to feed into test approaches and plans that underpin and steer the testing work. Collate current and desired performance, load and concurrency metrics including different use profiles (for example, for spike and soak testing). Identify tools appropriate to the project (such as JMeter) to aid testing.; ; b) Optimisation - identify verification points to isolate issues as soon as they arise, and form test cases/charters around them. For performance testing, create automated scripts to simulate use of the system through realistic and edge case scenarios.; ; c) Validation - execute the test cases and/or perform session based exploratory testing against the test charters. Run performance tests with different parameters to simulate varying loads and use profiles. Use visualisations to compare trends. Collaborate proactively on defects as they arise.; ; d) Deployment - shift testing balance from defect identification to acceptance testing (user and operational testing). Create Regression suites to support future changes.

Security testing

• Security services: Yes
• Security services type:
  • Security strategy
  • Security design
  • Security testing
• Certified security testers: No

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: Civica has over 30 years’ experience providing comprehensive managed services for clients in both public and private sectors. Civica delivers an ITIL®-aligned Service including Continual Service Improvement (CSI) underpinned by a guaranteed Service Level Agreement (SLA) covering the whole spectrum of cloud support service activities, tailored to your specific requirements.; ; The Service includes from 1st to 3rd Level Support, Incident and Problem management, operational management and maintenance through to ongoing development and improvement.; ; By delivering a Service with a focus on continual improvement, Civica is able to ensure optimal levels of performance, availability and security.; ; We provide a Service Delivery Manager (SDM) who manages the delivery of your Service, is available to all key stakeholders and is your 1st point of escalation.; ; The SDM will work with you from the outset of the engagement to ensure the Service Transition is defined, planned and delivered seamlessly whilst also ensuring that the live Service continues to meet your needs and is appropriately documented.; ; The SDM will also provide monthly service reporting, attend quarterly Service Reviews and facilitate an annual customer satisfaction survey. Responses to Change Requests and proposals for Service extensions are all included as part of the Service delivered.

Service scope

• Service constraints: A successful engagement will need participation of key client stakeholders. Our consultants will highlight these obligations before the engagement starts.

User support

• Email or online ticketing support: Email or online ticketing
• Support response times: Civica offers three service levels: Core, Extended and Bespoke each with variable service hours ranging from 09:00 to 17:00 Monday to Friday excluding English public holidays to full 24x7x365. Our Core service response and resolution times depend on the severity of the incident and are as follows:; a) Priority Level 1 (Critical): 1-hour to respond, 1 day to resolve; b) Priority Level 2 (Major): 2-hours to respond, 2 days to resolve ; c) Priority Level 3 (Intermediate): 2-hours to respond, 8 days to resolve ; d) Priority Level 4 (Minor): 2-hours to respond, 20 days to resolve
• User can manage status and priority of support tickets: No
• Phone support: Yes
• Phone support availability: 9 to 5 (UK time), Monday to Friday
• Web chat support: No
• Support levels: 1) Core: 09:00 to 17:00 Mon-Fri excluding English Public holidays; suitable for most business-critical applications.; 2) Extended: 08:00 to 18:00 Mon-Fri excluding English Public holidays. ; 3) 24x7: full 24x7x365 support.; 4) Bespoke: customised set of service hours that meets unique business requirements.; ; Different business needs require flexibility in response and resolution times:; 1) Core: resolution times are P1: 1 day, P2: 2 days, P3: 8 days and P4: 20 days.; 2) Enhanced: resolution times are P1: 4 hours, P2: 8 hours, P3: 4 days and P4: 10 days.; 3) Bespoke: a customised set of response and resolution times that meets your unique business requirements.; ; Severity Levels for Incidents are defined as follows:; a) Priority Level 1 (Critical) - reported problem causes a halt to the client’s core business processes and no work-around is available.; b) Priority Level 2 (Major) - reported problem causes degradation of the client’s core business processes and no reasonable work-around exists.; c) Priority Level 3 (Intermediate) - reported problem impacts the client’s operational environment; it does not affect core business processes; a work-around is available.; d) Priority Level 4 (Minor) - a non-critical problem causing some disruption with little or no impact on client operation.

Resellers

• Supplier type: Reseller providing extra features and support
• Organisation whose services are being resold: Microsoft

Staff security

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

Standards and certifications

• ISO/IEC 27001 certification: Yes
• Who accredited the ISO/IEC 27001: Alcumus ISOQAR
• ISO/IEC 27001 accreditation date: 09/11/2020
• What the ISO/IEC 27001 doesn’t cover: N/A
• 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
  • Tackling economic inequality
  • Equal opportunity
  • Wellbeing

  Fighting climate change

  As a company, we’ve made an ambitious commitment to achieve Net Zero Carbon emissions by 2040 (or sooner) by supporting our customers net zero ambitions, creating software with inbuilt sustainability and reducing our own impact.; ; Our Carbon Reduction Plan demonstrates our ambition to become industry leaders in reducing our environmental impact in support of the UK’s Net Zero Target. Underlining this ambition, we are focusing not only on our direct emissions sources, but actively engaging with our supply chain to understand, measure and develop meaningful emissions reductions targets in line with our Net Zero Target.; ; We are accredited to ISO14001 Standard and to support delivery of our commitment our Environment, Social Value and Governance provides clear focus for the ongoing development of our environmental policy.; ; • We develop innovative software-based services that reduce power requirements.; • We help customers opt for more sustainable choices, through digital platforms/apps which remove paper, support flexible/agile working, all underpinned by cloud-based services employing energy efficient technology.; • We support carbon neutrality with workforces/facilities to reduce carbon consumption over the next 10-years.; • We prioritise the use of green energy in Civica owned facilities within the next 10 years.; • We promote recycling through our ‘Zero to Landfill’ and ‘Zero Print’ schemes.; ; Our commitment to continue to promote with employees and customers a much greater responsibility and leadership in eliminating unnecessary single-use plastics; we will continue to look to make more innovative and systematic changes to further reduce our use of single-use plastics across the organisation and to openly share our outcomes and learnings.; ; We undertake SECR Streamlined Energy and Carbon Reporting on our environmental footprint and the progress we are making to becoming Net Zero. ; ; Our commitment to fighting climate change will help deliver the policy outcomes for fighting climate change under PPN 06/20.

  Tackling economic inequality

  Civica is committed to building an inclusive and diverse culture that tackles inequality in employment, skills and pay. We promote equal opportunity through all our activities and ensure rights for all employees are always protected. We are listed as a 2020 Financial Times Diversity Leader and we are a ‘Gold’ Investors in People company. ; ; We have increased our focus and commitment to ensure we proactively implement equal and non-discriminatory treatment to all our workers. We have implemented a Diversity & Inclusion Strategy and have a Diversity and Inclusion Lead to drive the implementation of this strategy. This aims to tackle inequality in recruitment practices, team development, skills and pay through the following actions:; ; • We are a Living Wage accredited employer.; • We recruit locally to where services are delivered.; • We are committed to developing the skills of young people near our client’s businesses e.g., for a local authority, we have developed a programme of engagement workshops for young people with the potential for digital work experience. ; • Our staff act as mentors for Youth Enterprise schemes in schools/universities.; • We are a member of the 5% club, an industry-led initiative focused on creating momentum behind the recruitment of apprentices into the UK workplace. ; • Over 2.5% of our workplace is made up of apprentices or graduates and we intend to increase this to 5% by the end of 2025.; • We provide our own apprenticeship programme for managers, giving them access to training and development that may not be accessible outside the workplace.; ; Our commitment to building an inclusive and diverse culture will help deliver the policy outcomes for tackling economic inequality under PPN 06/20 and will dramatically improve job prospects and increase earning potential for the young and job seeking communities.

  Equal opportunity

  Civica is committed to providing equal opportunities and building an inclusive and diverse culture. The more diverse our workforce, the more informed the decisions we can make for our customers, supporting the communities in which we work. ; ; We are proud to have been ranked as one of the top European companies for workforce diversity and equality, as chosen by in the Financial Times in 2020.; ; We are committed to building and maintaining an inclusive and supportive culture where diversity thrives:; ; • To ensure our recruitment practices support the attraction and hiring of diverse candidates, all vacancies are advertised on multiple Diversity & Inclusion platforms. ; • We run attraction campaigns targeting females and BAME applicants. We use a process of anonymised applications, competency-based questions and scoring to remove bias. We also use decoders to ensure job advertisements use gender and culturally neutral language. We also ensure mixed panel interviewing.; • We advertise vacancies on https://disabilityjob.co.uk/ and share diversity statements on all job adverts.; • We have made training on diversity and inclusion mandatory.; • We aim to ensure increased diversity of new starters in technology/sales/leadership roles by 10% per annum over the next 3 years.; • We aim to ensure that at least 50% of shortlisted people are being considered from a diverse background for roles above £35k.; • We promote affinity groups within the company who represent a group of people linked by a common characteristic, often underrepresented, or historically excluded, which acts as a ‘safe space’ for such individuals. This identity could be related to race, gender, sexual orientation, language, nationality, physical or mental ability, socioeconomic class, family structure, religion, amongst others.; ; Our commitment to providing equality of opportunity will support the delivery of the policy outcomes for equal opportunity under PPN 06/20.

  Wellbeing

  Civica actively promote a mentally healthy workplace and workforce integrating mental health and general wellbeing in all that we do from recruitment, appraisals to strategic management.; ; Through our Health and Wellbeing Policy (HWP) and 40+ Mental Health Champions we encourage a flexible and realistic work/life balance. These provide a foundation to support the mental and physical health of our staff through:; ; • Employee Assistance Programme and online Wellbeing Hub, which provides 24/7 access to websites, e-mail, phone, face-to-face counselling on all personal issues.; • Aviva DigiCare+ Workplace App providing external mental health consultancy.; • Mental Health Champions who support colleagues’ wellbeing in the workplace.; • RedArc Personal nurse service.; • Management Coaching - managers are trained in GROW (Goals, Reality, Options and Will) and in being Health and Wellbeing Advisors, supporting employees with mental/physical health needs.; • Health assessments/advice aimed at improving physical health.; • Cycle to Work scheme to aid physical and mental health.; • Weekly fruit drop for offices, encouraging a healthier diet.; • Free eye tests for all VDU users, encourage staff to take advantage of NHS flu vaccinations services, and support people wishing to use the NHS Stop Smoking Service.; ; We also support our customers’ and communities’ through The Civica Foundation, our home for all charity, community, volunteering and social value. Our Days of Difference initiative gives every Civica employee 3 days a year to make a difference to charitable or community causes. Our employee’s can use this individually, join up as a team or take part in Civica coordinated events.; ; Suppliers/subcontractors are subject to Civica’s Sub-contractor Selection Process as defined in our ISO9001 Quality Management System, which includes criteria for assessing health and wellbeing policies.; ; Our commitment to providing equality of opportunity will support the delivery of the policy outcomes for Wellbeing under PPN 06/20.

Pricing

• Price: £138 to £2,290 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 g-cloud@civica.co.uk. Tell them what format you need. It will help if you say what assistive technology you use.