ENDAVA (UK) LIMITED

CRM Cloud Applications (Lot 2b)

Our CRM Cloud Applications service helps public-sector organisations implement, configure, integrate and enhance cloud-based CRM platforms to improve case management, contact handling and citizen/customer engagement. We support the full lifecycle from discovery and solution design through build, migration, testing and go-live delivering secure, scalable CRM solutions aligned to your needs.

Features

• Dynamics 365 and Salesforce configuration, customisation, and extension delivery services
• API and middleware integration engineering for secure, reliable data exchange
• Data migration planning, cleansing, mapping, and automated ETL execution cutovers
• Workflow automation using Dynamics Power Platform and Salesforce Flow tools
• Environment strategy, sandbox management, and release pipeline automation support included
• Role-based access design, auditing, and secure configuration hardening across tenants
• Testing support for regression, integration, UAT, and performance assurance cycles
• Operational runbooks, monitoring guidance, and incident/problem support processes defined upfront
• Reporting dashboards and analytics enablement for service and case management
• Knowledge transfer through documentation, coaching, and administrator training sessions delivered

Benefits

• Speeds delivery of CRM changes through reusable patterns and automation
• Improves case handling and customer experience with streamlined CRM processes
• Reduces operational risk by standardising releases, testing, and approvals consistently
• Enhances data quality and reporting via governed migration and integration
• Strengthens security posture using least-privilege roles and audit controls consistently
• Improves reliability with clear runbooks, monitoring, and incident response capability
• Accelerates onboarding by training admins and transferring working practices quickly
• Reduces manual effort through workflow automation and integrated data flows
• Supports compliance with documented configurations, decisions, and change traceability evidence
• Enables continuous improvement by prioritising backlog and measuring outcomes regularly

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 public.sector@endava.com. Tell them what format you need. It will help if you say what assistive technology you use.

Framework

G-Cloud 15

Service ID

900968922102257

Contact

Jelena Jecmenic
+38651360032
public.sector@endava.com

About your service

• Service categories:

  Applications

  Customer relationship management

  • Marketing campaign management
  • Digital commerce
  • Sales force productivity and management
  • Customer service
  • Contact centre

  Advertising

  • Advertising Placement
  • Advertising Measurement
• Multi cloud support: Yes

Service scope

• Software add-on or extension: Yes, but can also be used as a standalone service
• What software services is the service an extension to: This service is an extension to Endava’s broader software engineering and cloud delivery services, in particular the services that establish and run the foundations for building and operating cloud applications.
• Cloud deployment model:
  • Public cloud
  • Private cloud
  • Community cloud
  • Hybrid cloud
• Service constraints: This service is delivered on an engagement basis and does not provide off-the-shelf software products. Delivery is dependent on buyer requirements, availability of relevant stakeholder access and technical information, and alignment with existing cloud platforms and security policies.
• System requirements:
  • CRM tenant provisioned with dev, test, UAT, prod environments
  • Licences assigned for users, admins, developers, and integrations
  • SSO, RBAC, MFA, and admin privilege controls configured
  • Approved network access and secure connectivity to dependent systems
  • Data migration inputs ready: mapping, cleansing, reconciliation, cutover
  • Integration access enabled: APIs, credentials, monitoring and alerting

User support

• Email or online ticketing support: Yes
• Support response times: Response times are defined as part of each individual engagement and aligned to the agreed scope and support arrangements. During standard working hours, responses can be near real-time for active delivery teams. Out-of-hours or weekend response times vary depending on the agreed support model and are documented in the call-off contract. There are no fixed, universal response times outside of those agreed per engagement.
• 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
• Onsite support: Yes, at extra cost
• Support levels: Support is provided as part of bespoke engagements and is tailored to the scope and nature of each contract. Support typically covers investigation and resolution of issues relating to software delivered as part of the service and may include first, second and third line support activities where agreed. Support levels and hours are defined in the individual call-off contract and aligned to buyer requirements, rather than offered as standardised tiers. Costs for support are included within the agreed pricing where specified in scope, or may be charged separately for additional or extended support requests, subject to mutual agreement. Where appropriate, buyers may be provided with access to named delivery contacts or senior technical resources familiar with the engagement. This is agreed on a per-contract basis and does not follow a fixed technical account manager model.
• Support available to third parties: Yes

Onboarding and offboarding

• Getting started: Endava helps users start using the service through a structured and collaborative initiation phase aligned to buyer governance and delivery preferences (whether onsite, online or with just documentation - however onsite training will incur additional cost). This typically includes initial discovery and planning activities to confirm objectives, scope, delivery approach and success measures. Knowledge transfer is provided through workshops, walkthroughs and documentation tailored to the buyer’s environment and requirements. These sessions may be delivered remotely or onsite, subject to buyer preference and security policies. Where appropriate, Endava provides technical documentation, design artefacts and onboarding guidance to support buyer teams. Any training is focused on enabling buyer staff to work effectively with the delivered software and associated tooling, rather than training on proprietary products. The approach ensures buyers can engage with and adopt the service in a controlled, transparent and scalable manner.
• Service documentation: Yes
• Documentation formats:
  • HTML
  • ODF
  • PDF
• End-of-contract data extraction: At contract end, users retain full ownership and control of their data. Endava supports data extraction by providing documentation, technical assistance and knowledge transfer to enable the buyer to export data, code and configuration from their cloud environment using standard tools and formats. Data extraction is performed by, or under the direction of, the buyer in line with their security, governance and exit requirements. Endava does not retain buyer data once the contract ends and supports an orderly transition in accordance with agreed exit plans.
• End-of-contract process: At contract end, Endava supports an orderly, buyer-controlled exit in line with the agreed Order Form and exit arrangements. This includes completion of agreed deliverables, handover of documentation and design artefacts, and knowledge transfer to buyer-nominated teams or successor suppliers where in scope. Exit support, including reasonable documentation and handover activities, is included where specified in the contract. Any additional activities beyond the agreed scope, such as extended transition support or further engineering effort, may be provided at additional cost. Buyers retain ownership of all deliverables, and Endava does not retain buyer data after contract end.
• Documentation accessibility standard: WCAG 2.2 AA

Using the service

• Web browser interface: No
• Application to install: No
• Designed for use on mobile devices: No
• Service interface: No
• User support accessibility: None or don’t know
• API: No
• Customisation available: No

Scaling

• Independence of resources: This service is delivered through dedicated, buyer-specific engagements rather than a shared, multi-tenant service model. Each buyer’s work is scoped, resourced and delivered independently, ensuring that demand from other users does not impact delivery. Engineering teams, delivery capacity and tooling are allocated based on agreed requirements, and work is prioritised in line with buyer governance and contractual arrangements. This approach ensures consistent delivery focus and avoids contention between buyers.

Analytics

• Service usage metrics: Yes
• Metrics types: Service metrics are agreed with the buyer and aligned to delivery objectives and governance. Metrics may include progress against milestones, delivery velocity, quality measures, and compliance with agreed security requirements. Reporting is provided through regular reviews and buyer-approved tools to support transparency, oversight and continuous improvement.
• Reporting types:
  • API access
  • Real-time dashboards
  • Regular reports
  • Reports on request
• Resource tagging: Yes
• FOCUS resource tagging: Yes

Resellers

• Supplier type: Not a reseller

Staff security

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

Asset protection

• Knowledge of data storage and processing locations: Yes
• Data storage and processing locations:
  • United Kingdom
  • European Economic Area (EEA)
  • Other locations
• User control over data storage and processing locations: Yes
• Datacentre security standards: Complies with a recognised standard (for example CSA CCM version 4.0)
• Penetration testing frequency: At least once a year
• Penetration testing approach: ‘IT Health Check’ performed by a CHECK service provider
• Protecting data at rest:
  • Physical access control, complying with CSA CCM v4.0
  • Other
• Other data at rest protection approach: Data at rest is protected using buyer-approved security controls within the buyer’s environment, including access controls and encryption where required. Endava follows secure handling practices and applicable standards without retaining buyer data outside agreed environments.
• Data sanitisation process: Yes
• Equipment disposal approach: In-house destruction process
• Data sanitisation type:
  • Deleted data can’t be directly accessed / Cryptographic Erasure
  • Data Erasure
  • Explicit overwriting of storage before reallocation / Secure Erase
  • Degaussing

Data importing and exporting

• Data export approach: Users export their data using buyer-owned tools and standard formats within their cloud environment. Endava supports export by providing documentation and technical guidance where required, but data extraction is performed by, or under the direction of, the buyer in line with their security and governance policies.
• Data export formats:
  • CSV
  • ODF
  • Other
• Other data export formats: Standard, buyer-agreed formats supported by the buyer’s environment and tooling.
• Data import formats:
  • CSV
  • ODF
  • Other
• Other data import formats: Standard, buyer-agreed formats supported by the buyer’s environment and tooling.

Data-in-transit protection

• Data protection between buyer and supplier networks:
  • TLS (version 1.2 or above)
  • IPsec or TLS VPN gateway
• Data protection within supplier network:
  • TLS (version 1.2 or above)
  • IPsec or TLS VPN gateway

Availability and resilience

• Guaranteed availability: This service does not provide a standardised availability guarantee, as it is delivered through bespoke, buyer-specific engagements rather than a shared service platform. Availability expectations, including any service levels, are agreed with the buyer as part of the individual contract and reflect the buyer’s environment, governance and delivery model. Where availability commitments are defined, they are documented in the Order Form or call-off contract. Any service credits or refunds associated with unmet availability levels are handled in accordance with the agreed contractual terms.
• Approach to resilience: The service is designed to be resilient by aligning with buyer-defined architecture, resilience and continuity requirements. Resilience is achieved through software design patterns, automation, monitoring and recovery approaches appropriate to the buyer’s cloud or hosting environment. The service does not operate its own datacentres; resilience of underlying infrastructure is provided by the buyer’s chosen hosting or cloud platform. Details of specific architectural or datacentre resilience arrangements can be provided to buyers on request, subject to security and governance requirements.
• Outage reporting: Any outages relevant to the service are reported in line with buyer-agreed processes and governance arrangements. This may include notification through agreed communication channels, incident reports and review meetings. Reporting is aligned to the buyer’s environment and incident management procedures rather than a standardised platform alerting model.

Identity and authentication

• User authentication needed: Yes
• User authentication:
  • Multi-Factor Authentication (MFA)
  • Identity federation with existing provider (for example Google Apps)
  • Username or password
• Access restrictions in management interfaces and support channels: Access to management interfaces and support channels is restricted using role-based access controls and the principle of least privilege. Only authorised personnel with a defined business need are granted access, and permissions are reviewed and updated as roles change. Authentication and access controls are applied consistently across systems used to deliver the service. Access to support channels is limited to approved users, and all activity is logged and monitored in line with Endava’s information security and audit requirements.
• Access restriction testing frequency: At least every 6 months
• Management access authentication:
  • Multi-Factor Authentication (MFA)
  • Public key authentication (including by TLS client certificate)
  • Identity federation with existing provider (for example Google Apps)
  • Dedicated link (for example VPN)
  • Username or password

Audit information for users

• Access to user activity audit information: Users receive audit information on a regular basis
• How long user audit data is stored for: User-defined
• Access to supplier activity audit information: Users receive audit information on a regular basis
• How long supplier audit data is stored for: User-defined
• How long system logs are stored for: User-defined

Security governance

• Named board-level person responsible for service security: Yes
• Security governance certified: Yes
• Security governance standards: ISO/IEC 27001
• Information security policies and processes: Endava follows a formal Information Security Management System aligned to ISO/IEC 27001 and approved by the Endava Board. Information security is governed by the Chief Information Security Officer and supported by the Cyber Security function, with policies ratified by the Controls and Policies Committee. Information is protected to ensure confidentiality, integrity and availability through risk-based controls, information classification, access management based on need-to-know principles, secure system development practices, and defined incident management processes. All employees receive mandatory information security training at onboarding and annually thereafter, and are required to confirm compliance with security policies. Breaches or suspected breaches are managed through formal incident management procedures and may result in disciplinary action. Policies are reviewed at least annually and updated to reflect changes in risk, regulation or business requirements.
• Software Security Code of Practice: Yes

Operational security

• Configuration and change management standard: Complies with a recognised standard, for example CSA CCM v4.0 or SSAE-18 / ISAE 3402
• Configuration and change management approach: Configuration and change management are applied in line with buyer governance and contractual arrangements. Service components, including code, configuration and documentation, are tracked throughout their lifecycle using industry standard control and change management tools. Proposed changes are assessed for scope, risk and potential security impact before implementation, with security considerations reviewed against buyer policies and standards. For fixed-price deliveries, changes are formally agreed and signed off and may require a contract modification. For time-and-materials engagements, changes are managed within agreed governance and budget authority, with variation notes raised where required. This approach ensures traceability, controlled change and ongoing security alignment.
• Vulnerability management type: Undisclosed
• Vulnerability management approach: Endava operates a formal vulnerability management process aligned to its ISO/IEC 27001 Information Security Management System. Potential threats are identified through automated vulnerability scanning, regular reviews of installed software and configurations, and risk assessments considering impact, likelihood and exploitability. Vulnerabilities are classified and prioritised using industry-recognised scoring, with remediation timescales defined by severity. Security patches and mitigations are deployed in line with these priorities and validated following remediation. Threat intelligence is sourced from trusted vendor advisories, security bulletins, industry feeds and internal monitoring, with continuous monitoring used to identify new or emerging vulnerabilities.
• Protective monitoring type: Undisclosed
• Protective monitoring approach: Protective monitoring is implemented as part of the service design to identify potential compromises and abnormal behaviour. Monitoring focuses on key indicators such as latency, traffic, errors and resource saturation, alongside log analysis and security event monitoring where appropriate. When a potential compromise is identified, incidents are investigated and responded to through defined incident management and escalation processes. Response actions may include containment, remediation and root cause analysis. Response times are aligned to the severity and impact of the incident, rather than fixed service-wide targets, ensuring proportionate and effective incident handling.
• Incident management type: Undisclosed
• Incident management approach: Endava operates a formal incident management process aligned to its Information Security Management System. Pre-defined procedures exist for common security events, including malware, phishing attempts and data breaches. Users can report incidents through established service desk channels, email or telephone, which are available on a 24x7 basis where applicable. All reported incidents are logged, assessed and prioritised according to defined severity and impact criteria. Incident reports are produced for relevant security incidents and include details of impact, actions taken, root cause analysis and remediation steps. Reporting and communication are handled in line with internal governance and regulatory requirements.
• Post-quantum cryptography secure: No

Secure development

• Approach to secure software development best practice: Independent review of processes (for example CESG CPA Build Standard, ISO/IEC 27034, ISO/IEC 27001 or CSA CCM v4.0)

Public sector networks

• Connection to public sector networks: No

Pricing

• Discount for educational organisations: No
• Free trial available: No

Discount percentage by annual call-off contract value (excluding VAT)

• Less than £250,000: 0%
• Between £250,000 and £500,000: 1%
• Between £500,001 and £1,000,000: 2%
• Between £1,000,001 and £2,500,000: 3%
• Between £2,500,001 and £5,000,000: 4%
• Over £5,000,001: 5%

Non-mandatory Standards and certifications

• ISO/IEC 27001 certification: Yes
• Who accredited the ISO/IEC 27001: SRAC
• ISO/IEC 27001 accreditation date: Monday 8 December 2025
• What the ISO/IEC 27001 doesn’t cover: The scope of the certification includes: administration and delivery of design and development, testing, application management and delivery of software and IT solutions. Administration of information security management in relation to provision and support of high-security, high-availability shared infrastructure data centre solutions. Administration of information security management in relation to provision and support of IT services for the Endava Group.
• ISO 28000:2022 certification: No
• ISO 9001 certification: Yes
• Who accredited the ISO 9001 certification: SRAC
• ISO 9001 accreditation date: Wednesday 20 November 2024
• What the ISO 9001 doesn’t cover: The scope of the certification includes: Business management of design and development, testing, applications management and driver of software and IT solutions. Business management in relation to provision and support of high-security, high-availability shared infrastructure data centre solutions. Business management in relation to provision and support of IT services for the Endava Group.
• Quality management systems (QMS): Yes
• CSA STAR certification: No
• PCI certification: No
• Cyber essentials: Yes
• Please provide your Cyber Essentials Certificate Number: 02495069-6fa1-4bd7-ac7b-41c696f0620f
• Cyber essentials plus: No
• Cyber Essentials Alternative: In relation to the services you do not have a current and valid Cyber Essentials Plus certificate which has been awarded by one of the government approved Cyber Essentials accreditation bodies but you are working towards gaining it, and will be in a position to confirm that you have been awarded a current and valid Cyber Essentials Plus certificate by one of the government approved accreditation bodies within 12 months of the date of award.
• Other security certifications: No

Social value

• Section B - Commitment for Future: Delivery:

  • 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
    • 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
    • Employment contracts that reflect actual hours worked; steps taken to ensure employees understand their contracts and have the ability to review and adjust them if actual hours regularly exceed contracted hours
    • 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
    • Monitoring and reporting of gender and ethnicity pay gaps and plans to address them where necessary
    • Understanding of in-work progression issues affecting the market, industry or sector relevant to the contract, and in the supplier’s own organisation and those of its key sub-contractors
    • 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
    • Means of influencing staff, suppliers, customers, communities and/or any other appropriate stakeholders with respect to modern slavery risks relating to the contract

  • 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 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
    • Support for educational attainment relevant to the contract, including training schemes that address skills gaps and result in recognised qualifications
    • 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

  • 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 3: Resilient, innovative and flexible supply chains: Support economic growth through enabling resilient businesses, opportunities for small businesses and voluntary, community and social enterprises

    • 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
    • Plans for positive actions with community groups.
    • Plans to respond flexibly and adapt approaches to community engagement and initiatives
    • Collaborating with anchor institutions and community groups to make facilities available for education, training or community events

  • 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.

    • Understanding of opportunities for additional environmental benefits delivery in the performance of the contract, including working towards net zero carbon emissions and 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
    • Activities to reconnect people with the environment and increase awareness of ways to protect and enhance it

  • 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
    • Understanding of the issues affecting the representation of disabled people in the workforce in the market, industry or sector relevant to the contract, and in the supplier’s own organisation and those of its key sub-contractors
    • 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
    • Introducing transparency to pay and reward processes
    • 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

  • 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 7: Creating a pipeline of opportunities: For the contract workforce, reducing barriers to entry for under-represented groups.

    • Other measures to offer development opportunities for the target cohort(s) in the contract workforce
    • Understanding of issues relating to entering the contract workforce
    • Content of the outreach activity is designed to suit the target cohort
    • Advertising, promotional and outreach activities designed to raise awareness of the offer to reach the 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

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 public.sector@endava.com. Tell them what format you need. It will help if you say what assistive technology you use.