EntServ UK Ltd part of the DXC Technologies Group

DXC Technology Microsoft Dynamics 365 Customer Engagement

DXC's Microsoft Dynamics 365 Customer Engagement offering is a Secre Azure Cloud platform for Digital Transformation. It enables Intelligent Customer Experience, Customer Service, Marketing, Field Service, Analytics, Omni-Channel, Citizen Engagement, Social Care, IoT, ITSM, and New Care Models, Proactive Engagement with built-in Co-Pilot AI capabilities.

Features

• Customer Relationship Management - Case Management
• Customer Relationship Management - Marketing and Event Management
• Customer Relationship Management - Field Service
• Customer Relationship Management - Omni-Channel and Call Centre
• Customer Relationship Management - Sales Management
• Power Business Intelligence
• Customer Relationship Management - Customer Voice and Surverys
• Customer Relationship Management - Customer Insights
• Customer Relationship Management - Remote Assist
• Customer Relationship Management - Guides

Benefits

• Leader in global Dynamics 365 CRM deployments
• Customer 360 information view
• Increases productivity
• Improves effectiveness
• Improves efficiency
• 1-day Assessment
• Fixed price options
• AI Copilots for Sales and for Service
• Accelerate engagement with AI
• Streamline sales processes

£525 to £2,186 a unit a day

• Free trial available

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 ukitenders@dxc.com. Tell them what format you need. It will help if you say what assistive technology you use.

Framework

G-Cloud 14

Service ID

921774448025267

Contact

DXC Frameworks Team
+44 330 105 8389
ukitenders@dxc.com

Service scope

• Software add-on or extension: No
• Cloud deployment model:
  • Public cloud
  • Private cloud
  • Hybrid cloud
• Service constraints: Microsoft does schedule planned maintenance for updates to the application. These are done in conjunction with the customer's requirements
• System requirements:
  • We can reference https://ax.help.dynamics.com/en/wiki/browser-requirements/
  • Microsoft Exchange required

User support

• Email or online ticketing support: Email or online ticketing
• Support response times: Response SLAs vary based on Contract and ticket Priority.; Response is within 1 hour and resolution within 2 hours for premier support under a priority 1 issue.
• 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: 9 to 5 (UK time), Monday to Friday
• Web chat support: Web chat
• Web chat support availability: 9 to 5 (UK time), Monday to Friday
• Web chat support accessibility standard: None or don’t know
• How the web chat support is accessible: Synchronous conferencing is available via Microsoft Skype or Microsoft Teams, with dial-in options available.
• Web chat accessibility testing: Not tested by Reseller, but Microsoft are conducting testing and implementing feedback into their Synchronous conferencing packages. This will include screen-reading and navigation capabilities.
• Onsite support: Yes, at extra cost
• Support levels: 4 Levels of Support. Standard (£10,000 p.a.), Enhanced (£20,000 p.a.) and Enhanced Plus (£42,000 p.a.) and Premium (£85,000 p.a.). Technical Account Manager and Cloud Engineers can be provided.
• Support available to third parties: Yes

Onboarding and offboarding

• Getting started: We provide a mix of training options for users from onsite user based training, train the trainer, on line user documentation and web based eLearning style training courses. We also provide Masterclasses for ongoing training and exposure to new functionality as it is released.
• Service documentation: Yes
• Documentation formats:
  • HTML
  • PDF
• End-of-contract data extraction: The users data will be sat in their own personal workspace and this data can be copied to a new location upon termination of the contract
• End-of-contract process: A customer may terminate a Subscription at any time during its Term; however, you must pay all amounts due and owing before the termination is effective. Included in the price of the contract is all the hardware and software as agreed at the time of the contract. What is not included as standard if the integration of the Cloud serice into any on existing on premise or other Cloud solutions the customer may require. This will include API's, bespoke anlaytics or reports, or customisations, The customer is also responsiblle for the connectivity from their own Datacentre to the Microsoft Azure Datacenter.

Using the service

• Web browser interface: Yes
• Supported browsers:
  • Microsoft Edge
  • Firefox
  • Chrome
  • Safari
  • Opera
• Application to install: No
• Designed for use on mobile devices: Yes
• Differences between the mobile and desktop service: The solution is based on web browser functionality and so there are no differences between the mobile and desktop service. The form factor of smaller mobile devices such as smart phones don't lend themselves to the solution due to the amount of screen information.
• Service interface: Yes
• User support accessibility: WCAG 2.1 AA or EN 301 549
• Description of service interface: Microsoft Dynamics 365 cloud business application services
• Accessibility standards: WCAG 2.1 AA or EN 301 549
• Accessibility testing: Monthly regression testing is conducted by Microsoft services.
• API: No
• Customisation available: Yes
• Description of customisation: The Service can be customised interms of the look at feel for each customer. The solution is also Modular so each customer can take the components they require initially and then add at a later date. Some self service customisation can be included in some of the modules and this can be explored upon request

Scaling

• Independence of resources: We will survey the users you have and the type of licenses they need. We will also look at the functions they will perform. We will then provide this data to Microsoft in order to properly size the infrastructure required.

Analytics

• Service usage metrics: Yes
• Metrics types: Azure Monitor enables you to consume telemetry to gain visibility into the performance and health of your workloads on Azure. The most important type of Azure telemetry data is the metrics (also called performance counters) emitted by most Azure resources. Azure Monitor provides several ways to configure and consume these metrics for monitoring and troubleshooting. Metrics are a valuable source of telemetry and enable you to do the following tasks: Track the performance of your resource (such as a VM, website, or logic app) by plotting its metrics on a portal chart and pinning that chart to a dashboards.
• Reporting types:
  • API access
  • Real-time dashboards

Resellers

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

Staff security

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

Asset protection

• Knowledge of data storage and processing locations: Yes
• Data storage and processing locations: United Kingdom
• User control over data storage and processing locations: No
• Datacentre security standards: Complies with a recognised standard (for example CSA CCM version 3.0)
• Penetration testing frequency: At least every 6 months
• Penetration testing approach: ‘IT Health Check’ performed by a Tigerscheme qualified provider or a CREST-approved service provider
• Protecting data at rest: Physical access control, complying with CSA CCM v3.0
• Data sanitisation process: Yes
• Data sanitisation type: Deleted data can’t be directly accessed
• Equipment disposal approach: Complying with a recognised standard, for example CSA CCM v.30, CAS (Sanitisation) or ISO/IEC 27001

Data importing and exporting

• Data export approach: At all times during the term of Customer’s subscription, Customer will have the ability to access and extract Customer Data stored in each Online Service. Except for free trials, Microsoft will retain Customer Data stored in the Online Service in a limited function account for 90 days after expiration or termination of Customer’s subscription so that Customer may extract the data. After the 90-day retention period ends, Microsoft will disable Customer’s account and delete the Customer Data.
• Data export formats:
  • CSV
  • Other
• Other data export formats:
  • PDF
  • XLS
• Data import formats:
  • CSV
  • Other
• Other data import formats:
  • XLS
  • PDF

Data-in-transit protection

• Data protection between buyer and supplier networks:
  • TLS (version 1.2 or above)
  • Other
• Other protection between networks: Dynamics 365 provides security-hardened infrastructure that Microsoft controls and monitors 24 hours a day, seven days a week. Microsoft uses a variety of technologies to block unauthorized traffic to and within Microsoft datacenters.; Connections that are established between customers and Microsoft datacenters are encrypted by using industry-standard Transport Layer Security (TLS). This establishes a secured browser-to-server connection, which helps provide data confidentiality and integrity between the desktop and datacenter. A redundant network provides failover capability and helps ensure network availability.
• Data protection within supplier network:
  • TLS (version 1.2 or above)
  • Other
• Other protection within supplier network: Microsoft uses several network security technologies to protect your cloud services and data, and block attacks.; •Firewalls and perimeter firewalls; •Intrusion detection systems/intrusion prevention systems detect and identify suspicious or undesirable activities that indicate intrusion; •Partitioned LANs ; •Multi-tier topology ; •Traffic isolation ; •Cross-premises connectivity enables you to establish connections between a virtual network and multiple on-premises sites, or other virtual networks in Azure, by using VPN gateways or third-party virtual appliances.; •Access Control Lists; •Azure Security Center provides a centralized portal from which you can secure resources you place in Azure

Availability and resilience

• Guaranteed availability: Available via MicrosoftDynanmics365forOperationsCloudServiceOperations.pdf
• Approach to resilience: This is available upon request .
• Outage reporting: https://azure.microsoft.com/en-gb/support/trust-center/

Identity and authentication

• User authentication needed: Yes
• User authentication:
  • Identity federation with existing provider (for example Google Apps)
  • Other
• Other user authentication: You can use the Azure AD service to associate your existing Microsoft account with your Microsoft Dynamics user account and achieve single sign-on between the Microsoft Dynamics Web client and Office 365. Also, if you use Microsoft Dynamics in an app for SharePoint, you can use Azure AD to achieve single sign-on between the Microsoft Dynamics Web client and SharePoint. You can still host the Microsoft Dynamics Server instance and Microsoft Dynamics Web Server components on-premises. You do not have to deploy Microsoft Dynamics on Azure to use Azure AD for user authentication.
• Access restrictions in management interfaces and support channels: https://azure.microsoft.com/en-gb/support/trust-center/
• Access restriction testing frequency: At least once a year
• Management access authentication: Public key authentication (including by TLS client certificate)

Audit information for users

• Access to user activity audit information: Users have access to real-time audit information
• How long user audit data is stored for: User-defined
• Access to supplier activity audit information: Users have access to real-time audit information
• How long supplier audit data is stored for: User-defined
• How long system logs are stored for: User-defined

Standards and certifications

• ISO/IEC 27001 certification: Yes
• Who accredited the ISO/IEC 27001: Lloyd’s Register
• ISO/IEC 27001 accreditation date: 28/05/2018
• What the ISO/IEC 27001 doesn’t cover: Available on Request
• ISO 28000:2007 certification: No
• CSA STAR certification: Yes
• CSA STAR accreditation date: 31/12/2016
• CSA STAR certification level: Level 2: CSA STAR Attestation
• What the CSA STAR doesn’t cover: https://azure.microsoft.com/en-gb/support/trust-center/
• PCI certification: No
• Cyber essentials: Yes
• Cyber essentials plus: Yes
• Other security certifications: No

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: https://azure.microsoft.com/en-gb/support/trust-center/

Operational security

• Configuration and change management standard: Conforms to a recognised standard, for example CSA CCM v3.0 or SSAE-16 / ISAE 3402
• Configuration and change management approach: https://azure.microsoft.com/en-gb/support/trust-center/
• Vulnerability management type: Conforms to a recognised standard, for example CSA CCM v3.0 or SSAE-16 / ISAE 3402
• Vulnerability management approach: https://azure.microsoft.com/en-gb/support/trust-center/
• Protective monitoring type: Conforms to a recognised standard, for example CSA CCM v3.0 or SSAE-16 / ISAE 3402
• Protective monitoring approach: https://azure.microsoft.com/en-gb/support/trust-center/
• Incident management type: Conforms to a recognised standard, for example, CSA CCM v3.0 or ISO/IEC 27035:2011 or SSAE-16 / ISAE 3402
• Incident management approach: https://azure.microsoft.com/en-gb/support/trust-center/

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 v3.0)

Public sector networks

• Connection to public sector networks: Yes
• Connected networks:
  • Public Services Network (PSN)
  • NHS Network (N3)

Social Value

• Social Value:

  Social Value

  • Fighting climate change
  • Tackling economic inequality
  • Equal opportunity
  • Wellbeing

  Fighting climate change

  We recognise the impact companies have on the environment we all live in. We are committed to being net zero by 2050 in the UK. The Science Based Targets initiative (SBTi) has validated our near-term emission reduction target of 65% by FY30 against our FY19 baseline as being in line with minimizing global warming to 1.5°C. In FY23, 96% of the energy we purchased in the UK was renewable. We are continually improving the efficiency of our offices and data centers, and are ensuring that our data centers are certified under the ISO 50001 energy management system standard. We are also advancing the sustainability of our IT services, helping our customers to become more sustainable. We are members of the Green Software Foundation, a non-profit with the mission to build a trusted ecosystem of people, standards, tooling and best practices for creating and building green software. We help our customers increase their energy efficiency and reduce their environmental impacts with proprietary technology and next-generation solutions such as cloud computing, desktop virtualization and data center management. We will build on our existing programme of sustainability activities to deliver additional environmental benefits in the performance of the contract.

  Tackling economic inequality

  We provide high-quality learning and development opportunities to young people via our Early Careers Programme and Digital Futures Academy. Our Early Careers Programme provides development opportunities and training to enable young people to jumpstart their careers. We focus on developing potential, and our programme is designed to broaden and deepen knowledge. DXC and Manchester United Foundation have partnered to launch the DXC Digital Futures Academy, a four-year education programme for secondary-school students in the Greater Manchester area. The academy aims to support, inspire and empower young people, connecting them to opportunities and enhancing their career prospects in the technology sector. 50 students aged 12-13 years old are participating in the programme, which includes teaching technology, personal and professional development skills. We will build upon our existing programme of activities to create new jobs and new skills during the performance of the contract.

  Equal opportunity

  We are building an inclusive, high-impact culture based on equitable practices and diverse employee perspectives. We achieve this through our focus on impact-driven programmes - for example, the DXC Dandelion Programme. The DXC Dandelion Programme provides an environment that supports and celebrates the talents and skills of neurodiverse people — such as those with Autism, ADHD or Dyslexia — and helps them build valuable skills to pursue a career in information technology. The DXC Dandelion Programme has been awarded a Silver award for Best Learning Programme that Supports and Promotes Diversity, Equity and Inclusion from the Brandon Hall Group. We are also a Disability Confident organisation in the UK and achieved a top score of 100 in the 2023 Disability Equality Index. 99% of our global workforce is enabled to work virtually, including from home, and all of our people are able to apply for flexible working, supporting the needs of diverse individuals. We also support a diverse, inclusive and equitable culture through our Employee Resource Groups. They provide support, networking and allyship to diverse individuals, as well as valuable feedback to the organisation on how it can better support diverse communities. Our ERGs work closely with HR to continuously evolve our best practice. We have several ERGs including for: ; • Gender ; • Race and ethnicity ; • Disability and neurodiversity ; • LGBTQ+ ; • Armed forces ; ; We will build upon our existing programme of diversity, equity and inclusion activities to support equal opportunity during the performance of the contract.

  Wellbeing

  Caring is core to our values. We take care of each other and work as a team to build a sustainable company that supports our communities. This includes supporting the health and wellbeing of our people and wider society. As a virtual first organisation, 99% of our global workforce is enabled to work virtually, including from home. Working from home can be more inclusive for people with disabilities, health conditions and caring responsibilities. We also run several programmes to support the physical and mental health of our people. This includes:; Wellbeing Awareness Programmes. Working with our partners and delivered by Wellbeing Champions alongside HR, we provide a number of awareness programmes and activities throughout the year centered on improving the health and wellbeing of our employees. For example, walking challenges, healthy eating programmes, and financial planning support.; Employee Assistance Programme, supporting the personal matters of our people. Services are available 24/7, 365 days a year, and include counselling, online CBT and critical incident support, as well as health checks, mood trackers, and wellbeing articles. ; Mental Health First Aiders. We work with Mental Health First Aid England, a social enterprise, to train our employees as Mental Health First Aiders (MHFAs). ; We will build upon our existing programme of wellbeing activities to support the wellbeing of the workforce in the performance of the contract.

Pricing

• Price: £525 to £2,186 a unit a day
• Discount for educational organisations: No
• Free trial available: Yes
• Description of free trial: Users are able to subscribe to trial version of Dynamics 365 which are time bound to 30 days. The whole system is available for trial but users may be restricted to certain business processes that can be performed following a defined script.
• Link to free trial: https://www.microsoft.com/en-us/dynamics/free-crm-trial.aspx

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 ukitenders@dxc.com. Tell them what format you need. It will help if you say what assistive technology you use.