Tata Consultancy Services Limited

TCS Cloud Support services for Enterprise Applications

TCS provides technical, consulting and healthcheck capabilities across Cloud modules as well as Managed Support Services. The offering covers enterprise solution components including ERP, HCM, Payroll, CRM, Knowledge Management, Workforce Management and supports technologies including Oracle, SAP, Pega, Microsoft, Salesforce. TCS also provides consultancy to optimise services and applications.

Features

• Business Process Management - Process Optimisation, orchestration, and automation
• Decision Management and Analytics
• Analytics and visualisation
• Customer experience
• Digital field service management
• Digital performance management
• Enterprise integration Finance performance management
• Human capital management
• Supply chain management
• Payroll Managed Support Services

Benefits

• Partnership approach throughout the Cloud journey
• Technology agnostic approach maximising Return on Investments
• Deep functional understanding of enterprises providing maximum benefits
• Access to our large pool of skilled technical resources
• Increased access to online services for enterprise users
• Increased collaboration, transparency and a single version of the truth
• Provides real-time access to operational data
• Enhanced operational efficiencies from automation, mobile integration and cloud services
• Multi-country support - implementation, rollout and BAU support

£150 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 UK.PublicSector@tcs.com. Tell them what format you need. It will help if you say what assistive technology you use.

Framework

G-Cloud 14

Service ID

829273221309600

Contact

Meena Meghani
07860 259091
UK.PublicSector@tcs.com

Planning

• Planning service: Yes
• How the planning service works: The service is based on a number of cloud based technology solutions including SAP, Oracle, Pega, Microsoft, Salesforce and can be extended to other products and solutions. Our cloud implementation and support services will help you to define business value through reimagining your processes and developing strategy roadmaps for cloud transformation.
• Planning service works with specific services: Yes
• Hosting or software services the planning service works with: Various including SAP, Oracle, Pega, Microsoft,Salesforce

Training

• Training service provided: Yes
• How the training service works: TCS can offer training to ensure the customer is self-equipped to manage the subsequent trainings during the implementation and for new joiners. Our preferred model is to ‘train the trainer’ through class room and hands-on sessions at your location as agreed with the customer. The detailed training approach, plan and schedule would be prepared and finalised with the customer during the beginning of the Project Life Cycle. The training cost will be based on the number of training days and the participants in each session.
• Training is tied to specific services: No

Setup and migration

• Setup or migration service available: Yes
• How the setup or migration service works: To help customers navigate the challenges and reap the benefits of Cloud computing, TCS can help in the customer’s digital transformation, assess the underlying technology components (such as infrastructure, applications, processes, policies, etc.), and deploy the best and optimal migration approach using its pre-defined Data Migration and Implementation methodologies.
• Setup or migration service is for specific cloud services: Yes
• List of supported services: Various including SAP, Oracle, Pega, Microsoft, Salesforce

Quality assurance and performance testing

• Quality assurance and performance testing service: Yes
• How the quality assurance and performance testing works: Our development services include:; o Set-up and Configure the applications as per the agreed technical design specification; o Build / Develop the required interfaces as per technical design; o Perform Unit, Integration and System Testing; o Coordinate with business and release managers for User Training and Acceptance Testing; o Track metrics and adhere to effort estimation and release schedules; o Build releases as per Change Management and Release management policies.

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: No

Ongoing support

• Ongoing support service: Yes
• Types of service supported: Hosting or software provided by a third-party organisation
• How the support service works: Our Application Maintenance Services include:; • Service Request Management; • Incident and Problem Management, Outage communication, RCA (Root Cause Analysis) closures review and tracking; • Change Management; • Set-up, review and monitoring of different monitoring tools; • Keeping existing SOP (Standard Operating Procedure)’s up-to date, creating new SOP’s for any new workaround/issue; • Conduct Security Reviews; • Review and update Service Assets; • Act as a gatekeeper for validating any Production move; • Provide Status reports and data, as needed; • Managing App Performance; • Review Operational metrics, SLA tracking and reporting; • Focus on process improvement initiatives, Hard Savings Projects.; ; We provide Application enhancements that are required to make the applications cloud ready.

Service scope

• Service constraints: None.

User support

• Email or online ticketing support: Email or online ticketing
• Support response times: Response time availability to meet client requirements across all channels.
• 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: Remote support available 24/7 via all standard support channels or to suit the client’s requirements.

Resellers

• Supplier type: Not a reseller

Staff security

• Staff security clearance: Conforms to BS7858:2019
• Government security clearance: Up to Security Clearance (SC)

Standards and certifications

• ISO/IEC 27001 certification: Yes
• Who accredited the ISO/IEC 27001: TÜV NORD CERT GmbH
• ISO/IEC 27001 accreditation date: Initial certification: 2006. Last certification 01.04.2024, Valid until 31.03.2027
• 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
  • Covid-19 recovery
  • Tackling economic inequality
  • Equal opportunity
  • Wellbeing

  Fighting climate change

  TCS UK and Ireland achieved Carbon Neutral operational status in FY 23 for Scope 1 & 2 GHG emissions. We have reduced Scope 1& 2 emissions by 71% and Scope 3 emissions by 45% (vs. FY2016 baseline). TCS is committed to achieving net zero status by 2030. Contracts awarded under this framework will be governed by our net zero pledge. We evidence our commitment through independent certifications: o PPN 06/21 compliant Carbon Reduction Policy (Oct 2023) o PAS 2060 Carbon Neutrality Certification (2023) o ISO 14064 validation & verification of GHG emissions (2022) o ISO14001:2015 Environmental Management System (2022-2025) o Ecovadis Gold (2023) o Sustainalytics 11.7 Low Risk (2023) o MSCI climate & ESG A rated (2022) o All data centres ISO50001, powered by renewables To ensure TCS incorporate Fighting Climate Change (FCC) within RM1557.14 delivery we will: • Work with purchasing Authorities to help them meet their FCC goals through sustainable delivery and knowledge sharing • Conduct annual sustainability assessments (to ISO14044) to determine potential improvements, and develop and implement contract environmental and sustainability policies and procedures • Propose sustainable solutions using green software development practices (aligned to Greening Government Commitments) to reduce energy consumption and the carbon footprint of applications. • Provide role-specific environmental and sustainability training so that all staff understand their responsibilities, embrace green practices in their day-to-day job, help achieve enterprise-wide goals of reducing carbon footprint from operations. • Minimise travel by use of e-conferencing services, online training etc • Embed sustainable procurement across our supply chain by requiring and supporting partners to sign the TCS Code of Conduct for Suppliers to ensure they share our values and commitments • Follow TCS’ Green Procurement Policy, factoring life-cycle cost and potential environment impact of products and services.

  Covid-19 recovery

  UK Government research shows some workers were disproportionally economically impacted by the pandemic, including disabled people, minority ethnic groups and the youngest and oldest workers; we also note that the recovery of labour force participation rate in the UK has been poor when compared with similar economies. We also recognise a shortage of digital skills and a risk that some people are being left behind, with 52% of people leaving full-time education without advanced digital skills (Department for Culture, Media and Sport, 2022). TCS training and employment opportunities help plug the skills gap, help empower career growth and sustainability in local communities. We seek opportunities to work with local partners and training providers and will do so for any contracts awarded under RM1557.14 to assist Purchasing Authorities meet their local priorities through activities such as: • Working with local SME supply chains allowing us to invest in communities • Partnering with qualified training organisations, local colleges and universities to offer a range of Apprenticeships from Level 2-7. Current examples of established programmes with customers include Jaguar Land Rover and Diligenta. • Initiatives including workshops in partnership with local Job Centres. This provides mentoring in IT career opportunities, training and skills suggestions, CV creation and interview preparation. We shall ensure people interested in IT opportunities receive information on forthcoming TCS vacancies. This approach provides value for the workforce, our customers, local communities and TCS: • Individuals benefit from enhanced skills relevant to their role, increased job satisfaction, higher market value - in TCS and externally. • Customers benefit from high-quality service delivered by skilled, motivated, engaged employees. • Local communities benefit through employment and training schemes.

  Tackling economic inequality

  As a major UK Software and IT Services provider, we understand the market and recognise the equality issues affecting different members and groups of the workforce. Our training and employment programmes help tackle inequality, empower career growth and sustainability in local communities. Through RM1557.14 we will support the Butyer to tackle inequality through: • Apprenticeships, internships, and graduate positions within our organisations. All posts are paid at least the Real Living Wage. Recruits are supported by comprehensive training plans, career and learning pathways. • Paid and unpaid work experience placements, virtual and in-person, within our programme delivery teams. • Digital education and skill initiatives e.g. school-focused STEM and careers events, online and in-person. STEM programmes (students aged 6-18) introducing Computer Science, Design Thinking and Innovation to young people. We invite the Buyer to nominate local schools and participate in these events. • Careers skills events, online and in-person e.g. collaboration with local service providers to help people into training and work by volunteering through mock interviews, CV writing support, etc. • Attending Career Fairs with Education Authorities and Universities • Community outreach through volunteering and sustainable civic leadership programmes. We invite Buyer staff to volunteer alongside TCS, creating strong partnerships and employee involvement in local causes. • Innovation Forums through our Co-Innovation Network for SMEs/MSMEs, start-ups and entrepreneurs to share learning and development and innovation in technology. • Our partner Generations UK provides training to support people into careers that would otherwise be inaccessible, hiring candidates from BAME communities and different socio-economic backgrounds. These individuals have been trained in Cloud technologies, and some switch careers to IT through our bootcamps. • Providing all employees with clear career paths, enabled by extensive in-house learning platforms and mechanisms. Coaching and mentoring gives employees the support they need to grow their careers.

  Equal opportunity

  We are an equal opportunities employer, committed to Diversity, Equity and Inclusion (DEI). We select and promote individuals who demonstrate the right skills, values, attitudes and behaviours, regardless of disability, race or gender. We will: • Help Buyers meet their goals through knowledge sharing • Govern contracts awarded under our corporate policies and procedures. • Recruit and promote using only neutral job descriptions to ensure we do not exclude or discriminate due to protected characteristics. TCS is/has: • A Living Wage employer paying salaries specific to level and experience, benchmarked continuously against peer organisations. • A Disability Confident Employer, complies with UK Business Disability Forum guidelines, using their expertise to audit recruitment/onboarding practices. • Working to reduce the Gender Pay Gap (UK gap 17.7%) • 35.7% of our workforce are women (an industry high figure), +60% senior women executives since 2019, women hiring +10% since 2021 • A workforce of 153 nationalities and 5 generations (88% millennials) • Global DEI policy and training for all employees. Inclusive leadership training for people managers and certified HR training. UK specific training aligned to the Equality Act. • Supported access and flexible working as a norm. • Employee Networks to tackle inequality including LGBTQ+, Gender Equity, Cultural Diversity, Enable (for employees with disabilities), and Single Parenting. • Annual Diversity Maturity survey (e.g. gender, nationalities and generation) monitoring and informing policy and action. We benchmark against the industry and address gaps. • Committed to supporting in-work progression. Skills development programmes give career pathways to all employees (39.7m hours of learning by staff in FY23/24). Staff have career advice and support to develop, cross- or re-skill, to progress their careers in different functions, technologies, and domains. • A compliant Modern Slavery Statement published at TCS.com, confidential whistleblowing hotlines and grievance mechanisms, and supplier risk assessments.

  Wellbeing

  TCS is Gold Certified by the Top Employers Institute as a global leader in people practices and ranked #2 in the world in Employee Health & Wellness. Staff wellbeing is supported through “TCSCares”, a comprehensive, wrap around package free to all staff. Mental health services aligned to the Mental Health at Work commitment (MHaWC) include: • Confidential advice available 24/7*365 • Face-to-face counselling (certified ISO9001/ISO27001) on personal issues, self-development, separation and loss, relationship issues, job stress, elder care, childcare, parenting, work-life balance, domestic violence, harassment, substance abuse etc. • Access to Mental Health First Aiders who: o Support those experiencing mental health crisis or emotional distress. o Spot early signs and symptoms, support through conversations or escalate as needed. o Assess risk of suicide or self-harm and escalate if required. • Mental Health Ambassadors: employees who have experienced mental health issues raise awareness by sharing their personal experience and lessons learned. • Mental health ‘toolkits’ e.g. “Working From Home: How Do I Prepare?”, “Looking After Your Mental and Emotional Well-Being” • Emotional wellbeing leave • Access to “TCS Minds” employee mental health network, with 100+ UK members. Regular newsletters enhanced by monthly ‘coffee connects’. Meetings to discuss Mental Health topics and an annual events programme. Physical Health and Wellbeing services include: • 24x7 virtual UK GP, providing unlimited consultations free for employees & dependents, vaccination programmes, health insurance. • Fit4Life, our fitness and physical wellbeing programme (available as an app), encouraging staffto see fitness as a common activity and goal. • Bike-to-Work scheme • Weekly all-hands calls covering H&S, good ergonomics and dynamic risk assessment for remote workers. Employees can apply for equipment to create safe working environments. • Monthly virtual/in-person events for staff including yoga, Meditation Sessions • Volunteering programmes. TCS logged 6.7 million hours of volunteering in 2023.

Pricing

• Price: £150 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 UK.PublicSector@tcs.com. Tell them what format you need. It will help if you say what assistive technology you use.