Esuasive

Microsoft Dynamics 365 / Power Apps for District, Borough and City Councils

Esuasive's preconfigured Microsoft Dynamics 365 / Power Apps solution for District, Borough and City Councils, Community Connections, brings the flexibility of the Microsoft Cloud platform to Local Authorities. Community Connections supports homelessness applications and reporting, housing management, leisure and youth services, ASBs, safeguarding and other local authority public service provision.

Features

• Links residents, tenancies, and properties with local service provision
• Integrated Resident Portal
• Full support for homelessness applications and H-Clic reporting
• Supports provision of leisure services
• Supports provision of social care
• Supports onmi-channel customer communication, by letter, email and social media
• Includes built-in, customisable dashboards
• Integrates with Outlook, SharePoint and legacy systems
• Easy to use, with the familiar, intuitive Microsoft interface

Benefits

• Reduces contact centre call waiting times
• Streamlines case management processes
• Next actions can be scheduled remotely to accelerate case resolution
• Contract service providers can access system to deliver seamless service
• Mobile capability lets community and neighbourhood teams work more efficiently
• Gives visibility of customer details, past and scheduled customer interactions
• Accelerates drive to 'Digital by Default'
• Dashboards provide up-to-the-minute information
• Comprehensive security model ensures sensitive information is properly protected
• Powered by Microsoft Dynamics 365, a secure, enterprise-grade platform

£2 to £18 a user a month

• Education pricing available
• Free trial available

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 nhill@esuasive.co.uk. Tell them what format you need. It will help if you say what assistive technology you use.

Framework

G-Cloud 13

Service ID

991022361337744

Contact

Nick Hill
01344 393012
nhill@esuasive.co.uk

Service scope

• Software add-on or extension: Yes
• What software services is the service an extension to: Microsoft Dynamics 365; Microsoft SharePoint
• Cloud deployment model: Public cloud
• Service constraints: Full details of the Microsoft Dynamics 365 service can be found here - https://www.microsoft.com/en-gb/download/details.aspx?id=30185 and https://docs.microsoft.com/en-gb/dynamics365/#pivot=main&panel=apps
• System requirements:
  • Processor: 2.9GHz x86- or x64-bit dual core SSE2 instruction set
  • Memory: 2GB RAM
  • Display: SVGA with a resolution of 1024x768

User support

• Email or online ticketing support: Email or online ticketing
• Support response times: P1: Critical - Response Time: 2hr ; P2: Major - Response Time: 4hr ; P3: Important - Response Time: 8hr ; P4: Minor - Response Time: varies on request
• 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
• Onsite support: Yes, at extra cost
• Support levels: Technical support is included in the licence fees. Enhanced user support is available at additional cost, aligned to the needs of each customer.; ; First line and second line technical support is provided by Esuasive. Third line technical support is provided by Microsoft.; ; Technical support is managed by Esuasive's Technical Support Manager.
• Support available to third parties: No

Onboarding and offboarding

• Getting started: Esuasive works with customers to ensure business adoption of each solution delivered is smooth and trouble-free. Comprehensive background guidance, help, training and troubleshooting materials are also available as part of the Microsoft Dynamics 365 service. Within the Microsoft Dynamics 365 Administration Portal, there are links to many of the resources available, including help articles for users and administrators who need to manage Microsoft Dynamics 365, and community forums/wikis where help articles and white papers are published.
• Service documentation: Yes
• Documentation formats: PDF
• End-of-contract data extraction: At end of contract customers can export data from Microsoft Dynamics 365 using tools provided by Esuasive and Microsoft.
• End-of-contract process: No more than 180 days after expiration or termination of Customer’s use of an Online Service, Microsoft will disable the account and delete Customer Data from the account. ; Transfer of Customer Data. Unless Customer has opted out of the Standard Contractual Clauses, all transfers of Customer Data out of the European Union, European Economic Area, and Switzerland shall be governed by the Standard Contractual Clauses. Microsoft will abide by the requirements of European Economic Area and Swiss data protection law regarding the collection, use, transfer, retention, and other processing of personal data from the European Economic Area and Switzerland. For more see http://trustoffice365.com/

Using the service

• Web browser interface: Yes
• Supported browsers:
  • Microsoft Edge
  • Chrome
  • Safari
• Application to install: No
• Designed for use on mobile devices: Yes
• Differences between the mobile and desktop service: Dynamics 365 allows access and functionality to be provided via a mobile device, web browser or mobile application. The solution supports a model that only requires configuration to be carried once regardless of how the solution is accessed. With the responsive Dynamics Unified Interface, users will have the same experience on a mobile device or on a web browser.
• Service interface: Yes
• User support accessibility: WCAG 2.1 AA or EN 301 549
• Description of service interface: The Web API provides a development experience that can be used across a wide variety of programming languages, platforms, and devices. The Web API implements the OData (Open Data Protocol), version 4.0, an OASIS standard for building and consuming RESTful APIs over rich data sources.
• Accessibility standards: WCAG 2.1 AA or EN 301 549
• Accessibility testing: Please see https://docs.microsoft.com/en-us/dynamics365/get-started/accessibility/
• API: Yes
• What users can and can't do using the API: Please see https://docs.microsoft.com/en-us/dynamics365/customer-engagement/web-api/about?view=dynamics-ce-odata-9
• API documentation: Yes
• API documentation formats: HTML
• API sandbox or test environment: Yes
• Customisation available: Yes
• Description of customisation: Configuration to meet individual customer needs - including amending and creating new entities, forms, views and workflows - is typically carried out without requiring custom coding. To meet very specific requirements that do require custom development, Esuasive uses the Microsoft-supported software developer kit (SDK).

Scaling

• Independence of resources: The Microsoft Cloud service operates multiple scale groups in each data centre and automatically provisions new customers into a scale group. The architecture of scale groups is designed to meet the many needs of operating a service at scale, including security, scalability, performance, tenant isolation, serviceability, and monitoring. Each customer has their own individual database, separate from other customers’ databases. Data processing is logically segregated through capabilities specifically developed to help build, manage, and secure multitenant environments.

Analytics

• Service usage metrics: Yes
• Metrics types: Organization Insights provides a quick view of key Dynamics 365 metrics such as the number of active users and page requests. The Dynamics 365 Administration Portal provides an overview of each instance's 'service health' including service degradation and storage capacity.
• Reporting types: Real-time dashboards

Resellers

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

Staff security

• Staff security clearance: Conforms to BS7858:2019
• Government security clearance: Up to Baseline Personnel Security Standard (BPSS)

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 3.0)
• Penetration testing frequency: At least once a year
• 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
  • Physical access control, complying with SSAE-16 / ISAE 3402
  • Encryption of all physical media
  • Other
• Other data at rest protection approach: The data within the Dynamics 365 system is encrypted using a PFX or BYOK encryption key. All instances of Dynamics 365 use Microsoft SQL Server Transparent Data Encryption (TDE) to perform real-time encryption of data when written to disk, also known as encryption at rest.
• 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: Data can be exported from Microsoft Dynamics 365 through the Export to Excel feature and using web service APIs documented in the Dynamics 365 SDK. Data can also be exported using the data export service.
• Data export formats:
  • CSV
  • Other
• Other data export formats:
  • Data in various open formats can be exported from Dynamics365
  • Use the web service APIs documented in Dynamics 365 SDK
  • Files in XML Spreadsheet, TXT, CSV, XLSX
• Data import formats:
  • CSV
  • Other
• Other data import formats:
  • Use the web service APIs documented in Dynamics 365 SDK
  • Data in various open formats can be imported to Dynamics365
  • Files in XML Spreadsheet, TXT, CSV, XLSX

Data-in-transit protection

• Data protection between buyer and supplier networks:
  • TLS (version 1.2 or above)
  • Legacy SSL and TLS (under version 1.2)
  • Other
• Other protection between networks: Please see https://docs.microsoft.com/en-us/azure/security/azure-network-security
• Data protection within supplier network:
  • TLS (version 1.2 or above)
  • IPsec or TLS VPN gateway
  • Other
• Other protection within supplier network: Please see https://docs.microsoft.com/en-us/azure/best-practices-network-security

Availability and resilience

• Guaranteed availability: Please see http://www.microsoftvolumelicensing.com/Downloader.aspx?documenttype=OST&lang=English
• Approach to resilience: Please see https://docs.microsoft.com/en-us/azure/architecture/resiliency/disaster-recovery-azure-applications
• Outage reporting: The service reports outages via the service status portal, alerts or mobile application.

Identity and authentication

• User authentication needed: Yes
• User authentication:
  • 2-factor authentication
  • Identity federation with existing provider (for example Google Apps)
  • Username or password
  • Other
• Other user authentication: Dynamics 365 uses Azure Active Directory for authentication. For details on the Dynamics 365 security architecture please see; https://docs.microsoft.com/en-us/dynamics365/unified-operations/dev-itpro/sysadmin/security-; architecture; ; Role-based security is aligned with the structure of the business. Users are assigned to security roles based on their responsibilities in ; the organization and their participation in business processes. Please see ; https://docs.microsoft.com/en-us/dynamics365/unified-operations/dev-itpro/sysadmin/role-; based-security.
• Access restrictions in management interfaces and support channels: Role-based access control enables customers to grant access based on users' assigned roles. Please see https://docs.microsoft.com/en-us/dynamics365/unified-operations/dev-itpro/sysadmin/role-based-security and https://docs.microsoft.com/en-us/dynamics365/customer-engagement/developer/security-dev/how-role-based-security-control-access-entities
• Access restriction testing frequency: At least once a year
• Management access authentication:
  • 2-factor authentication
  • Identity federation with existing provider (for example Google Apps)
  • Username or password

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: Between 6 months and 12 months
• Access to supplier activity audit information: Users receive audit information on a regular basis
• How long supplier audit data is stored for: Between 6 months and 12 months
• How long system logs are stored for: Between 6 months and 12 months

Standards and certifications

• ISO/IEC 27001 certification: Yes
• Who accredited the ISO/IEC 27001: BSI
• ISO/IEC 27001 accreditation date: 27/03/2018
• What the ISO/IEC 27001 doesn’t cover: Please see Microsoft's statement of applicabilty for ISO 27001 for Dynamics 365 at https://servicetrust.microsoft.com/ViewPage/MSComplianceGuide?command=Download&downloadType=Document&downloadId=d383c8df-1387-4a08-8604-b3e8aa647206&docTab=4ce99610-c9c0-11e7-8c2c-f908a777fa4d_ISO_Reports
• ISO 28000:2007 certification: No
• CSA STAR certification: Yes
• CSA STAR accreditation date: 29/04/2016
• CSA STAR certification level: Level 1: CSA STAR Self-Assessment
• What the CSA STAR doesn’t cover: Service scope for CSA STAR Certificate is decribed in this document: https://servicetrust.microsoft.com/ViewPage/MSComplianceGuide?command=Download&downloadType=Document&downloadId=6d07d7e3-da62-4153-a91c-14d259dac9f1&docTab=4ce99610-c9c0-11e7-8c2c-f908a777fa4d_ISO_Reports
• PCI certification: No
• Cyber essentials: Yes
• Cyber essentials plus: Yes
• Other security certifications: Yes
• Any other security certifications:
  • EU Model Clauses
  • EU-US Privacy Shield
  • GDPR
  • FIPS 140-2
  • HIPAA/HITECH
  • G-CLOUD
  • MCTS
  • ISO 27018

Security governance

• Named board-level person responsible for service security: Yes
• Security governance certified: Yes
• Security governance standards:
  • ISO/IEC 27001
  • Other
• Other security governance standards: Please see https://www.microsoft.com/en-us/trustcenter/compliance/complianceofferings?product=Dynamics365; https://www.microsoft.com/en-us/trustcenter
• Information security policies and processes: Please see https://download.microsoft.com/download/6/D/F/6DFD7614-BBCF-4572-A871-E446B8CF5D79/MSFT_cloud_architecture_security.pdf; http://download.microsoft.com/download/C/E/3/CE357CE2-3A98-4493-BAEB-CEB13F333302/Cloud_App_Security_datasheet.pdf; https://www.microsoft.com/en-us/enterprise-mobility-security/cloud-app-security

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: Esuasive's change control procedure includes:; • identification and recording of significant changes ; • assessment of potential impact ; • formal approval of proposed changes; • change planning ; • communication of changes to all relevant persons. ; • fallback procedures, including procedures and responsibilities for recovering from unsuccessful changes ; • validation and acceptance of each change.
• Vulnerability management type: Conforms to a recognised standard, for example CSA CCM v3.0 or SSAE-16 / ISAE 3402
• Vulnerability management approach: Incident Response phases are: ; 1. Identification – system and security alerts are analyzed; each incident is assigned a severity classification and appropriately escalated within ; Microsoft.; 2. Containment – the escalation team evaluates the impact of an incident and ensures the incident is contained.; 3. Eradication – after the situation is contained, the escalation team eradicates any damage caused and identifies the root cause of the security breach. ; 4. Recovery – software updates are applied and services are returned to a full working capacity. ; 5. Lessons learned – each security incident is analyzed to ensure to protect against reoccurrence.
• Protective monitoring type: Conforms to a recognised standard, for example CSA CCM v3.0 or SSAE-16 / ISAE 3402
• Protective monitoring approach: Please see https://docs.microsoft.com/en-us/azure/security/azure-threat-detection
• 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: Please see https://www.microsoft.com/en-us/download/confirmation.aspx?id=55110

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: No

Social Value

• Fighting climate change:

  Fighting climate change

  Esuasive is committed to achieving net zero carbon emissions by 2030. Our carbon reduction plan includes: Engaging with our customers to consider the environmental impact of how we deliver our work, and to discuss how we can support them in addressing their own environmental impacts. Operating a flexible hybrid working model to minimise daily staff travel. Encouraging digital meetings over Microsoft Teams. When business travel is essential, encouraging use of public transport. Empowering and supporting each of our staff to create a professional, secure, comfortable home working environment. Promoting a digital by default policy which discourages printing of documents in all but exceptional circumstances. Ensuring recycling facilities are available in each of our work locations. Repurposing IT equipment, laptops and phones via donation to local community groups.
• Covid-19 recovery:

  Covid-19 recovery

  We operate a flexible hybrid working model which allows each member of staff to work in a location – Esuasive office, shared co-working environment, or home – which is appropriate to the role they perform and to the specific assignments they are working on, and which best suits their personal circumstances. Where staff need or prefer to work in the office, we work with our facilities team ensure that appropriate government-recommended health and safety measures are in place to minimise the risk of viral transmission. For those staff who prefer to work remotely, we support the setting up of a professional, secure, comfortable home working environment.
• Tackling economic inequality:

  Tackling economic inequality

  We strongly support in-work progression, with advancement being based wholly on merit and achievement. We welcome applications for employment from all, without prejudice, and provide training and other opportunities for learning for staff members wishing to develop their skills in the Information Technology sector.
• Equal opportunity:

  Equal opportunity

  Esuasive is an equal opportunity employer. We recognise that the nature of the services we provide means that many of our staff are able to perform their work wholly or mostly from home, which enables us to support, through individually agreed flexible working patterns, those members of staff who might find travelling to work more difficult, or whose personal circumstances, for example childcare needs or the need to care for a relative, make working a nine-to-five day difficult.
• Wellbeing:

  Wellbeing

  Ensuring the physical and mental health of our staff is a very high priority and we take all reasonable steps to ensure that each member of staff is fully supported in achieving a sensible work/life balance.

Pricing

• Price: £2 to £18 a user a month
• Discount for educational organisations: Yes
• Free trial available: Yes
• Description of free trial: 30 day trial.

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 nhill@esuasive.co.uk. Tell them what format you need. It will help if you say what assistive technology you use.