MICROSOFT LIMITED

Citizen Engagement with Microsoft Cloud

Introduce new employee productivity and citizen engagement capabilities with cloud first Citizen Engagement services. Including Citizen Portal, Case Management, CitizenBOT, Self-Service, Social Citizen, Connected Field Service and Modern Helpdesk. Leading to delivery of end-to-end Digital Platform servicing the needs of customer support operations and multi-agency social care.

Features

• Digital Platform for Citizen, Employee and social care e-services
• Process includes planning, design, development, testing and deployment
• Citizen Portal: Pilot of a configurable, secure web portal
• Case Management: repository for capture management and case processing
• Artifical Intelligence Citizen interaction BOT to enhance service delivery
• Social Citizen: Suggests a tailored Social Media Citizen Framework
• Connected Field Service: Deploys advanced capabilities to mobile devices
• Productive Help Desk: Pilot knowledge articles, process and curation
• Azure, Office 365 or Dynamics 365 resources not included

Benefits

• Driving down cost to serve and improve quality
• Improved Citizen and Employee satisfaction
• Empowered Agents
• Optimised productivity
• Digitalize manual processes - to improve service
• Multi agency collaboration and access to social care environment
• Leverage the experience of the Microsoft Cloud System Integrator

Service documents

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

Framework

G-Cloud 15

Service ID

788817004881427

Contact

Microsoft G Cloud Team
01189094502
ukcdp@microsoft.com

About the service

• Service categories:
  • Cloud Support Services
    • Set Up and Migration
      • Data auditing and organising
        • Data auditing and organising
      • Data/information structure design
        • Data/information structure design
      • Engagement and communication planning
        • Engagement and communication planning
      • Project management and governance
        • Project management and governance
      • Service optimisation/right sizing
        • Service optimisation/right sizing
      • Mobilisation coordination
        • Mobilisation coordination
      • Other
        • Other

Service scope

• Service constraints: Azure, Office 365 or Dynamics 365 licensing are not included with this service and are to be purchased separately. Constraints may apply to the scope of work agreed with your organisation. These will be clearly documented in the Call-Off contract.

User support

• Email or online ticketing support: Yes
• Support response times: As part of our Microsoft Unified Support services we offer the following expected support response times: Sev A: 1 hour or less for initial response (includes weekends); Sev B: 2 hours or less for initial response (Business hours only); Sev C: 4 hours or less for initial response (Business hours only).
• User can manage status and priority of support tickets: Yes
• Online ticketing support accessibility: None or don’t know
• Phone support: Yes
• Phone support availability: 24 hours, 7 days a week
• Web chat support: No
• Support levels: Basic support is provided free of charge covering billing and subscription management, and technical support forums moderated by Microsoft. Paid-for support provides improved coverage and response. Basic Premier Support provides 24x7 support for severity-A cases and business hours for all other cases. Premier Mission Critical provides a higher level of service for mission critical applications.

Supplier type

• Supplier type: Not a reseller

Staff security

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

Pricing

• Discount for educational organisations: No

Architecture roles

Business architect

Role level	UK Rate	Offshore Rate
Associate business architect	£2,320.00
Business architect	£2,800.00
Lead business architect	£2,960.00

Data architect

Role level	UK Rate	Offshore Rate
Data architect	£2,800.00
Senior data architect	£2,960.00
Chief data architect	£3,040.00

Enterprise architect

Role level	UK Rate	Offshore Rate
Enterprise architect	£2,800.00
Senior enterprise architect	£2,960.00
Lead enterprise architect	£2,960.00
Principal enterprise architect	£3,040.00

Network architect

Role level	UK Rate	Offshore Rate
Associate network architect	£2,000.00	£720.00
Network architect	£2,320.00	£720.00
Lead network architect	£2,800.00

Security architect

Role level	UK Rate	Offshore Rate
Security architect	£2,800.00
Lead security architect	£2,800.00
Principal security architect	£2,960.00

Solution architect

Role level	UK Rate	Offshore Rate
Associate solution architect	£2,320.00	£720.00
Solution architect	£2,800.00	£720.00
Senior solution architect	£2,960.00
Lead solution architect	£2,960.00
Principal solution architect	£3,040.00

Technical architect

Role level	UK Rate	Offshore Rate
Associate technical architect	£2,320.00	£720.00
Technical architect	£2,800.00
Senior technical architect	£2,960.00
Lead technical architect	£2,960.00
Principal technical architect	£3,040.00

Chief digital and data roles

Chief data officer

Role level	UK Rate	Offshore Rate
Chief data officer	£3,040.00

Chief information security officer

Role level	UK Rate	Offshore Rate
Chief information security officer	£3,040.00

Chief technology officer

Role level	UK Rate	Offshore Rate
Chief technology officer	£3,040.00

Cyber security roles

Cyber security audit and assurance

Role level	UK Rate	Offshore Rate
Lead cyber security audit and assurance	£2,520.00
Principal cyber security audit and assurance	£2,800.00

Cyber security secure design

Role level	UK Rate	Offshore Rate
Associate cyber security secure systems architecture and design	£2,520.00
Lead cyber security secure systems architecture and design	£2,800.00
Principal cyber security secure systems architecture and design	£2,800.00

Data roles

Analytics engineer

Role level	UK Rate	Offshore Rate
Analytics engineer	£2,000.00	£720.00
Senior analytics engineer	£2,440.00
Lead analytics engineer	£3,200.00

Data analyst

Role level	UK Rate	Offshore Rate
Data analyst	£2,000.00	£720.00
Senior data analyst	£2,320.00
Principal data analyst	£3,200.00

Data engineer

Role level	UK Rate	Offshore Rate
Data engineer	£2,000.00	£720.00
Senior data engineer	£2,320.00
Lead data engineer	£3,200.00

Data governance manager

Role level	UK Rate	Offshore Rate
Data governance manager	£2,800.00
Lead data governance manager	£2,960.00

Data scientist

Role level	UK Rate	Offshore Rate
Associate data scientist	£2,000.00	£720.00
Data scientist	£2,440.00	£720.00
Principal data scientist	£3,200.00
Lead data scientist	£3,200.00

Machine learning engineer

Role level	UK Rate	Offshore Rate
Senior machine learning engineer	£2,440.00
Lead machine learning engineer	£3,120.00

Performance analyst

Role level	UK Rate	Offshore Rate
Performance analyst	£2,000.00
Senior performance analyst	£2,320.00
Lead performance analyst	£3,040.00

Product and delivery roles

Business analyst

Role level	UK Rate	Offshore Rate
Junior business analyst		£720.00
Business analyst	£2,000.00	£720.00
Senior business analyst	£2,320.00
Lead business analyst	£2,800.00

Delivery manager

Role level	UK Rate	Offshore Rate
Associate delivery manager		£720.00
Delivery manager	£2,040.00	£720.00
Senior delivery manager	£2,320.00
Head of (Agile) delivery management	£3,120.00

Digital portfolio manager

Role level	UK Rate	Offshore Rate
Digital portfolio manager	£2,040.00
Senior digital portfolio manager	£2,320.00
Head of portfolio	£3,120.00

Product manager

Role level	UK Rate	Offshore Rate
Product manager	£2,200.00
Senior product manager	£2,520.00
Lead product manager	£2,520.00

Programme delivery manager

Role level	UK Rate	Offshore Rate
Programme delivery manager	£3,120.00

Service owner

Role level	UK Rate	Offshore Rate
Service owner	£3,120.00

Quality assurance testing (QAT) roles

Quality assurance testing (QAT) analyst

Role level	UK Rate	Offshore Rate
Tester (QAT)		£720.00
QAT analyst	£2,000.00	£720.00
Senior QAT analyst	£2,000.00	£720.00
Lead QAT analyst	£2,320.00	£720.00

Test engineer

Role level	UK Rate	Offshore Rate
Tester (test engineer)		£720.00
Test engineer	£2,000.00	£720.00
Senior test engineer	£2,000.00	£720.00
Lead test engineer	£2,320.00

Test manager

Role level	UK Rate	Offshore Rate
Test manager	£2,040.00	£720.00

Software development roles

Development operations (DevOps) engineer

Role level	UK Rate	Offshore Rate
DevOps engineer	£2,000.00	£720.00
Senior DevOps engineer	£2,320.00
Senior DevOps engineer - management	£2,320.00
Lead DevOps engineer	£2,800.00

Frontend developer

Role level	UK Rate	Offshore Rate
Frontend developer	£2,000.00	£720.00
Senior frontend developer	£2,320.00	£720.00
Lead frontend developer	£2,320.00
Head of frontend development	£2,800.00

Software developer

Role level	UK Rate	Offshore Rate
Developer	£2,000.00	£720.00
Senior developer	£2,320.00	£720.00
Senior developer - management	£2,320.00	£720.00
Lead developer	£2,440.00
Lead developer - management	£2,800.00
Principal developer	£2,440.00
Principal developer - management	£2,800.00

User-centred design roles

Content designer

Role level	UK Rate	Offshore Rate
Content designer	£2,000.00	£720.00
Senior content designer	£2,320.00
Lead content designer	£2,800.00

Content strategist

Role level	UK Rate	Offshore Rate
Content strategist	£2,800.00

Interaction designer

Role level	UK Rate	Offshore Rate
Interaction designer	£2,320.00
Senior interaction designer	£2,800.00
Lead interaction designer	£3,040.00

Service designer

Role level	UK Rate	Offshore Rate
Service designer	£2,000.00
Senior service designer	£2,320.00
Lead service designer	£2,800.00

Standards and certifications

• ISO/IEC 27001 certification: Yes
• ISO/IEC 27001 accredited by: Schellman
• ISO/IEC 27001 accreditation date: Friday 12 December 2025
• What the ISO/IEC 27001 doesn’t cover: Full documentation can be found at this link:; ; https://servicetrust.microsoft.com/viewpage/ISOIEC
• ISO 28000:2022 certification: No
• ISO 9001 certification: Yes
• ISO 9001 certification accredited by: Schellman
• ISO 9001 accreditation date: Monday 8 December 2025
• What the ISO 9001 doesn’t cover: Full documentation can be found at this link:; ; https://servicetrust.microsoft.com/viewpage/ISOIEC
• Quality management systems (QMS): Yes
• CSA STAR certification: Yes
• CSA STAR accreditation date: Friday 12 December 2025
• CSA STAR certification level: Level 2: CSA STAR Attestation
• What the CSA STAR doesn’t cover: Full documentation can be found at this link:; ; https://servicetrust.microsoft.com/viewpage/CSASTAR
• PCI certification: Yes
• PCI DSS certification accredited by: Coalfire Systems Inc
• PCI DSS accreditation date: Monday 8 September 2025
• What the PCI DSS doesn’t cover: Full documentation can be found at this link:; ; https://servicetrust.microsoft.com/viewpage/PCI
• Cyber essentials: Yes
• Cyber Essentials Certificate Number: 44e49ff0-ad34-4b85-8a98-ff97eaf497e6
• Cyber essentials plus: Yes
• Cyber Essentials Plus Certificate Number: F3b2bb69-15a2-4f5a-8184-2fa37b8963af
• Other security certifications: Yes
• Any other security certifications:
  • FedRAMP High - Azure and M365
  • ISO/IEC 27017
  • ISO/IEC 27018
  • ISO/IEC 2000-1
  • ISO 22301

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

  • New or retained jobs on the contract workforce in the relevant area that meet the criteria set out in MAC 1b, 1c and 1d
  • New apprenticeships on the contract workforce in the relevant area that meet the criteria set out in MAC 1b
  • 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
  • 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
  • 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
  • Plans for an appropriate income replacement policy for staff who are required to spend time away from work to care for a sick dependent or close relative
  • 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.
  • How to ensure business decisions re: price/cost, short lead times, payment timescales do not create modern slavery risks in the supply chain
  • How the supplier will work with NGOs, trade unions or other businesses to address modern slavery risk
  • Means of influencing staff, suppliers, customers, communities and/or any other appropriate stakeholders with respect to modern slavery risks relating to the contract

  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
  • 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

  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
  • Plans for engaging a diverse range of businesses in engagement activities prior to appointing subcontractors (including activities prior to award of the main contract and during the contract term)
  • 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
  • Methods for engaging with different parts of the community (including the education system and charities representing the community) and how communities come together to inform decisions, strategy and projects to leave a positive legacy for future generations
• 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
  • 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
  • Understanding of how to influence staff, suppliers, customers, communities and/or any other appropriate stakeholders through the delivery of the contract to support climate and nature protection and improvement
• 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 employment and skills issues, and of the skills and employment shortages of high growth sectors relating to the contract
  • Delivery of training schemes and programmes to address any identified skills gaps and under-representation in the workforce for the contract (e.g. prison leavers, care leavers, kinship carers, disabled people)
  • 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
  • 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.

  • Understanding of the issues affecting the development of new skills by target cohort
• 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
  • 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
  • Actions to invest in the physical and mental health and wellbeing of the contract workforce

Service documents

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