IEG4 Limited

IEG4 Professional Services

IEG4 offers an extensive range of professional services in association with its platform offerings and to assist buyers with the realisation of the benefits from their digital transformation projects. Services can be purchased as individual days, volume of days, a fixed price deliverable, or as an annual service pack.

Features

• Training, PM, transformation, design, configuration, consultancy, integration services
• Project Management ensuring delivery to time and budget
• Services designed meeting the needs of you / your citizens
• Development Services from concept through to full realisation
• Business Analysis to help support your digital transformation programme
• Content Management optimisation to provide single version of the truth
• Cost-effective mix and match service packs to meet your needs
• In person training supported by extensive online training resources
• Integration and migration services based upon 100+ previous projects
• Onboarding and offboarding options aligned to your requirements

Benefits

• Benefits realisation through effective deployment and use of resources
• Value for money through full utilisation of platform capabilities
• Reduced service delivery costs through effective digital transformation
• Improved customer satisfaction for your digital services
• Experienced personnel ensure smooth and rapid deployment to budget
• Experienced personnel ensure training is delivered as efficiently as possible
• Experienced project managers ensure successful outcomes
• Agile development ensures rapid delivery of benefits
• Content management optimisation for simplified user journeys
• You can choose the right support when you need it

£650 to £1,250 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 info@ieg4.com. Tell them what format you need. It will help if you say what assistive technology you use.

Framework

G-Cloud 14

Service ID

834171712162166

Contact

Stephen Ferry
01625900630
info@ieg4.com

Planning

• Planning service: Yes
• How the planning service works: IEG4 can provide an extensive range of planning services to ensure the effective implementation of the IEG4 product set. ; We work collaboratively with our customers to ensure we fully understand the requirements and objectives of the project and the business benefits that need to be realised. We conduct discovery workshops with key customer personnel to ensure mutual understanding of the outcomes sought and how these can be delivered via IEG4 solutions.; ; Such planning workshops discuss service priorities together with initial presentations to ensure that everyone who will be involved in the project is introduced to how the implementation will work and what to expect. The planning workshops will build on any activity completed during the procurement phase resulting in a detailed implementation plan. ; ; The implementation plan will be a collaborative exercise and will be informed not only by the planning workshops but also by IEG4’s 18 years of experience in delivering digital transformation outcomes. This means our project managers have broad expertise in the planning and implementation of digital transformation projects and can utilise our extensive library of previous solutions to help secure project outcome to time and budget.
• Planning service works with specific services: Yes
• Hosting or software services the planning service works with:
  • IEG4 Digital Experience Platform
  • IEG4 Customer Portal
  • IEG4 Forms Designer
  • IEG4 AACC and CHC Platform for the NHS
  • IEG4 Customer Relationship Management (CRM)
  • IEG4 Website Content Management System
  • IEG4 Right-To-Buy Case Management System
  • IEG4 Blue Badge Case Management System
  • IEG4 Freedom Pass and Taxi Card System
  • IEG4 PreBuilt Forms

Training

• Training service provided: Yes
• How the training service works: The experience IEG4 has in delivering transformation projects ensures that best practices will be utilised to deliver both effective and relevant training to support a full skills transfer. The IEG4 platforms are intuitive and simple to use and configure and will ensure, through a variety of training methods and content, the Buyer will have a quick start set of core services and the right tools to rapidly transform existing services to new ways of working. ; ; The IEG4 implementation approach consists of a blend of on-site and remote training and support covering all aspects of the solution. At the core of this approach is skills transfer to your Digital Team. Courses delivered remotely using Microsoft Teams product (or similar) can be recorded to provide a future reference point. ; ; IEG4 provide an extensive online help guide and video library that further supports this training for the Digital Team and will provide regular access to implementation resources throughout the delivery. ; ; A ’train the trainer’ approach is typically recommended to provide self-supportive training to end users of the platform within the buyer.
• Training is tied to specific services: No

Setup and migration

• Setup or migration service available: Yes
• How the setup or migration service works: The IEG4 implementation approach ensures comprehensive support is provided to buyers to migrate existing solutions to the relevant IEG4 platform. In our experience the primary focus is on the migration of data held in systems being replaced. IEG4 can take full responsibility for such data migration but typically the buyer is required to secure the extracts from the existing platforms. ; ; The IEG4 Project Manager works with the buyer to create a detailed Migration Plan to document all the tasks and dependencies involved in completing the migration from the existing platforms through to full live running. The Migration Plan is of course one element of the wider Implementation Plan which will deal with the wider migration issues such as support, integrations, knowledge transfer and training. ; The Migration Plan will document the roles and responsibilities of the resources involved. The IEG4 Project Manager will conduct regular checkpoint meetings throughout the migration to record progress against all activities in the plan and to ensure that any problems encountered are documented and managed to resolution. Checkpoints are typically held weekly but then become more frequent as the live migration approaches often running daily during the migration itself and in the period immediately after.
• Setup or migration service is for specific cloud services: Yes
• List of supported services:
  • IEG4 Digital Experience Platform
  • IEG4 Customer Portal
  • IEG4 Forms Designer
  • IEG4 AACC and CHC Platform for the NHS
  • IEG4 Customer Relationship Management (CRM)
  • IEG4 Content Management System
  • IEG4 Right-To-Buy Case Management System
  • IEG4 Blue Badge Case Management System
  • IEG4 Freedom Pass and Taxi Card System
  • IEG4 PreBuilt Forms

Quality assurance and performance testing

• Quality assurance and performance testing service: No

Security testing

• Security services: No

Ongoing support

• Ongoing support service: Yes
• Types of service supported: Hosting or software provided by your organisation
• How the support service works: IEG4 supports hosting or software provided by the company through service management and help desk offerings.

Service scope

• Service constraints: None, subject to quotation where outside of IEG4 standard practices.

User support

• Email or online ticketing support: Email or online ticketing
• Support response times: The IEG4 Service Desk standard working hours are Monday to Friday 09:00 to 17:00 (excluding English Public Holidays). Support tickets response and resolution target times (which are based on working hours) for differing Priority Levels are as follows: Priority Level A, Response 1 hour and Resolution 8 hours; Priority Level B, Response 2 hours and Resolution 24 hours; and Priority Level C, Response 4 hours and Resolution 48 hours. Priority Level D (non-production matters and service requests) does not have target times but individual items will be addressed quickly and efficiently.
• 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: 9 to 5 (UK time), Monday to Friday
• Web chat support: No
• Support levels: IEG4 has a single standard support model included in the annual fees. The IEG4 service desk operates weekdays 09:00 – 17:00 (excluding English Public Holidays). Customers can raise, and monitor progress of, support tickets using a 24*7 online support management system. Email is also available and telephone may be used during working hours. ; ; We have a team of staff dedicated to handling service desk requests with specialist resources available for more complex issues. This ensures that support tickets are addressed rapidly by highly efficient and knowledgeable staff.; ; To ensure effective prioritisation and responsiveness, support tickets are assigned to 1 of 4 Priority Levels, A-D. ; ; A: Extreme Urgency - the production system is unusable for multiple organisations, or a high percentage of system users within a single organisation.; ; B: Urgent - a significant component or group of components of the production system is not functional for a number of system users.; ; C: Important - a component or group of components of the production system is not functional for an individual user of the system.; ; D: Standard - an issue related to non-production services, or a request for configuration changes, or enhancements, or a general query.; ; A technical account manager is provided.

Resellers

• Supplier type: Not a reseller

Staff security

• Staff security clearance: Other security clearance
• Government security clearance: Up to Baseline Personnel Security Standard (BPSS)

Standards and certifications

• ISO/IEC 27001 certification: Yes
• Who accredited the ISO/IEC 27001: Schellman (V13 review)
• ISO/IEC 27001 accreditation date: 29/11/2011
• What the ISO/IEC 27001 doesn’t cover: Services outwith Microsoft data centres. Scope expands to all IEG4 services in 2024.
• ISO 28000:2007 certification: No
• CSA STAR certification: Yes
• CSA STAR accreditation date: 19/06/2020
• CSA STAR certification level: Level 3: CSA STAR Certification
• What the CSA STAR doesn’t cover: Services outwith Azure datacentres.
• PCI certification: No
• Cyber essentials: Yes
• Cyber essentials plus: Yes
• Other security certifications: Yes
• Any other security certifications: Data Security and Protection Toolkit

Social Value

• Social Value:

  Social Value

  • Fighting climate change
  • Covid-19 recovery
  • Tackling economic inequality
  • Equal opportunity
  • Wellbeing

  Fighting climate change

  IEG4 is committed to support our community on fighting climate change. We have set out a clear strategy to achieve carbon neutrality from our business operations at the latest by 2035. IEG4 has a Carbon Reduction Plan using the Maestro and Greenly platforms to baseline our emissions and underpin the setting of short and long-term reductions goals. ; ; Our carbon footprint is already in the lowest quartile for our sector. Reduction has been achieved through a number of proactive reduction measures, including:; ; • Minimising car and rail travel via use of e.g. collaboration tools ; • Encouraging flexible working and shared travel methods where possible; • Utilising only cloud-based development environments, deploying all our solutions in Microsoft Azure; • Minimising our energy use with LED lighting and maximising the use of renewables; • Increasing recycling in line with WRAP guidelines and reducing waste ; • Provision of electrical vehicle charging points at our office to encourage and support the uptake of zero-emissions vehicles. ; ; IEG4’s product suite is entirely digital, there is no carbon in our products, the materials we use or supply chain. Indeed as digital by default services which supplant more traditional communication channels, our products have the additional benefit of driving down e.g. use of paper and the need to travel to resolve issues. This supports our customers in reducing their own environmental impact. ; IEG4 staff receive training through Greenly to understand their actions and minimise their impact, focusing on waste reduction and resource optimisation. They also have a volunteering allowance for projects like local Christmas tree recycling. Additionally, we promote recycling through local partnerships with the Salvation Army and St Luke’s Cheshire Hospice. Data centre operations are the largest contributor to IEG4’s own carbon footprint and we, and you, will benefit from Microsoft’s commitment to be carbon negative by 2030.

  Covid-19 recovery

  In response to the changes and challenges of recovering from the impacts of the pandemic, IEG4 has provided work opportunities where possible or provided training to appointed organisational employees, who can then share their knowledge with others to support personal development and increase their chances of securing employment. ; The use of this facility through ‘Champions’ and ‘Community Hubs’ is actively encouraged by IEG4. During and since the pandemic IEG4 has created employment and hired employees from sectors with known skill shortages (e.g. Software Development and Marketing). If hosting an event in an area, we seek to utilise local skills to support us, such as local college students/community groups to promote our event through their hospitality, media skills, etc. This provides real-life experiences to support studies, wellbeing and purpose. ; To support the physical and mental health of people affected as a result of Covid-19, IEG4 has a solution that focuses on place-based care. Encouraging and promoting proactive prevention and enabling citizens to utilise and access services local to them that are personalised to their needs and interests, thereby reducing further demand on health and care services. ; IEG4’s product suite is designed to supplant more traditional communication channels, and our products have the additional benefit of supporting the transition to remote working allowing our customers to improve workplace conditions by offering staff more flexibility. ; IEG4 can deliver its solutions entirely remotely if required. Newcastle City Council implemented our Customer Portal during the height of the pandemic completely remotely, which meant that no IEG4 team member travelled to Newcastle and thereby eliminated potential CO2 emissions and pollutants. We have continued to offer this delivery approach but recognise sometimes that on-site meetings are more effective. In such cases we ensure our personnel travel to site using sustainable travel solutions including car sharing if possible.

  Tackling economic inequality

  At IEG4, we are aware of economic inequality in and between societies. We have, and continue to donate to charities, many of which address and tackle such economic inequality. IEG4 donations include monetary, material and time donations to local clothing and food banks. ; IEG4 has always and continues to offer placements and work experience through its relationship with organisations such as Manchester Metropolitan University (MMU) and The University of Manchester. We have had three placements from MMU and indeed one of our current team joined permanently from MMU. ; IEG4 also recognises the digital disadvantages that result from economic inequality. IEG4 promotes digital take-up, reaching out to the digitally excluded, by providing digital devices to a number of our customer sites (e.g. Newcastle City Council, London Borough of Southwark) in order to incentivise digital citizen engagement and reduce the digital divide. ; In addition to mentoring initiatives e.g. Mission Include, specifically aimed at promoting equality, we offer local school/college information sessions which can be conducted virtually, to promote technology and STEM to students or provide assistance on the core skills needed in the modern work environment. ; IEG4 always seek opportunities to purchase, promote engagement and support a diverse chain of local businesses. IEG4 uses a varied network of businesses in our supply chain focussed on other SMEs, new businesses and startups to support our innovation journey e.g. our work with Alchemy Digital, an SME, on the co-design and co-creation of the next iteration of the IEG4 website. ; IEG4 has built its reputation on the provision of innovative solutions which deliver true value to our customers. For example, our partnership with Microsoft which provides a base for use of innovative technologies such as the recent use of Copilot for Azure to simplify cloud operations and management delivering cost benefits to our customers.

  Equal opportunity

  Inclusivity for all is a core element of IEG4’s values and is a strong feature of all our collaborative projects. We do not discriminate and operate comprehensive policy-based governance to ensure equal, fair, and inclusive treatment for all. IEG4 is committed to acting ethically and with integrity in all our business dealings and relationships. We expect the same high standards from all our stakeholders including our supply chain.; IEG4 has a clear recruitment and equal opportunities policy which confirms our commitment to our customers in meeting objectives for tackling workforce inequality. IEG4’s policies incorporate the principles of the Disability Confident Scheme which ensure that IEG4 is actively inclusive in our recruitment of new employees and retention practices. IEG4 promotes a diverse and inclusive workplace, where employees from various backgrounds feel supported, respected, and valued.; IEG4 has no staff below the Living Wage and actively reviews the market to assess pay conditions to ensure we attract and retain staff to support our customers. This has included a diversity pay review to ensure equality in pay for similar roles irrespective of race or diversity within the company. ; IEG4 is committed through our supply chain to ensure our suppliers adhere to meeting best practice to avoid exploitation of employees and seeks annual clarification via the Modern Slavery Assessment Tool.; IEG4 continually invests in training and development programs to ensure that all employees have opportunities to advance and enhance their careers and acquire new skills. This not only benefits individual employees but also contributes to a more skilled and diverse workforce. ; We use personal development plans, role career progression mapping, mentorship and leadership development initiatives to support individual career progression.; IEG4 also provides enabling technology to support our customers in the promotion of workforce equality through the deployment of accessible solutions compliant with WCAG.

  Wellbeing

  IEG4 understands the importance of wellbeing and continually promotes this to its team and stakeholders. Commitments made include hybrid working to promote work/life balance, signing up to the Mental Health at Work Commitment, flexible working hours, inviting external individuals and companies to run wellbeing sessions and offering ‘Community Days’ where IEG4 team members can help their community and support their personal wellbeing. ; Our practices include consulting with staff to ensure we actively engage with them and address the matters that cause the most concern or stress. Forums include 1:1 meetings and all hands calls. Quarterly reviews on core wellbeing and health issues drive an action plan for continuous improvement. ; IEG4 has an employee handbook which documents the services open to our employees to support their wellbeing and everyone is encouraged to ask for help if they need it. This includes financial wellbeing support via our pension provider, Standard Life. We encourage all staff to become involved in physical activity and can on occasion combine this with some of our charitable ambitions e.g. a charity run for the Anna Freud Charity. ; We continually promote team-building activities and encourage positive social interactions among colleagues. All our staff have a 1 day per annum volunteering entitlement and use this either for personal preferences or collectively where there is an opportunity to do so. ; All IEG4 staff are encouraged to maintain a healthy work-life balance by setting clear boundaries and providing opportunities for downtime. We used office automation tools to promote e.g. limited after-hours work communication. ; Our platform development itself is evidence of a product produced working in partnership with key customers on the co-design of the solution. Working in an Agile manner had allowed us to embrace continued development based upon innovative options proposed by our partners.

Pricing

• Price: £650 to £1,250 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 info@ieg4.com. Tell them what format you need. It will help if you say what assistive technology you use.