KPMG LLP

Customer Portals

Portal capabilities for Dynamics 365 for Customer Engagement brings qualified expertise in web engagement and CMS frameworks. With an integrated bundle of web portal solutions Portals enable sophisticated content management, knowledge and case management, opportunity management, membership, profile, and self-service capabilities

Features

  • Customer Self Service Portals
  • Partner Portals
  • Partner Project Portal
  • Partner Field Service Portal
  • Community Portal
  • Employee Self Service Portal
  • Custom Portals

Benefits

  • Case management, knowledge base and discussion forum
  • Customer, account and opportunity management
  • Empower agents and exceed customer/citizen expectations.
  • Partner field service engagement
  • Discussion forum, blogs and case management
  • Employee & HR Contacts, Knwoledge Base, Forums and Case Management
  • Use the framework to create a custom portal

Pricing

£400 to £2460 per person per day

Service documents

G-Cloud 11

376201377456070

KPMG LLP

KPMG G-Cloud Team

02073115767

uk-g-cloud@kpmg.co.uk

Service scope

Service scope
Software add-on or extension No
Cloud deployment model Public cloud
Service constraints No
System requirements
  • Below are offered as examples only
  • 3.3 gigahertz (GHz) or faster 64-bit dual core processor
  • 4-GB RAM or more
  • Super VGA with a minimum resolution of 1024 x 768
  • Bandwidth greater than 1Megabit per second (125 KBps/Kilobyte per second)
  • Latency under 150 ms
  • Common Modern Browser (latest versions)
  • Office 365 Enterprise E3 or later (for full features integration)
  • TLS 1.2 Support

User support

User support
Email or online ticketing support Email or online ticketing
Support response times We offer a variety of service level objectives or agreements depending on the complexity of the system to be implemented and the level of support required, but our typical response time would be as follows:
Priority 1 – 1 hour
Priority 2 – 2 hours
Priority 3 – 8 hours
Priority 4 – 3 working days
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 No
Onsite support Onsite support
Support levels We offer a full, SLA backed, managed services function for incidents & problems. We typically offer a mix between functional and technical resolution resources at all levels.
Support available to third parties Yes

Onboarding and offboarding

Onboarding and offboarding
Getting started Full documentations is provided by MS, sample code is available from MS and developed code by KPMG. KPMG can provide a full range of services including application configuration, integration, data migration, testing, training services, user documentation and support.
Service documentation Yes
Documentation formats
  • PDF
  • Other
Other documentation formats Word
End-of-contract data extraction The Service Management contract will include provisions for the removal of client data from the solution using the standard Microsoft data entity structures. Clients can then transform this information into whatever formats are required for other solutions to use.
End-of-contract process The Service Management contract will include provisions that describe end of contract activities

Using the service

Using the service
Web browser interface Yes
Supported browsers
  • Internet Explorer 10
  • Internet Explorer 11
  • Microsoft Edge
  • Firefox
  • Chrome
  • Safari 9+
  • Opera
Application to install No
Designed for use on mobile devices Yes
Differences between the mobile and desktop service Microsoft provide a mobile application for iOS (10+), Android (4.4+) and Windows (10+) which can be configured to provide access to records within D365CE. D365 can also be accessed within the web browser on the phone with a reduced service available (i.e. no support for pinch and zoom, reports).
Accessibility standards WCAG 2.1 A
Accessibility testing Microsoft is a major software and cloud-services provider to states and governments around the world, it is committed to complying with all relevant international standards and compliance controls. By adhering to these wide-ranging accessibility standards, Microsoft ensures that all customers—both inside and outside of government—can use Microsoft services and products.
API Yes
What users can and can't do using the API All functionality is available within an API, what individual users can perform is controlled by what their permissions are set to within D365CE.
API documentation Yes
API documentation formats HTML
API sandbox or test environment Yes
Customisation available Yes
Description of customisation All functionality is available within an API, what individual users can perform is controlled by what their permissions are set to within D365CE.

Scaling

Scaling
Independence of resources N/A

Analytics

Analytics
Service usage metrics Yes
Metrics types The Service Management contract entered into by the client will provide details of service metrics applicable to the solution.
Reporting types
  • API access
  • Real-time dashboards
  • Regular reports
  • Reports on request

Resellers

Resellers
Supplier type Reseller providing extra features and support
Organisation whose services are being resold Microsoft D365 Customer Engagement licences

Staff security

Staff security
Staff security clearance Other security clearance
Government security clearance Up to Developed Vetting (DV)

Asset protection

Asset protection
Knowledge of data storage and processing locations Yes
Data storage and processing locations
  • United Kingdom
  • European Economic Area (EEA)
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 every 6 months
Penetration testing approach Another external penetration testing organisation
Protecting data at rest Other
Other data at rest protection approach Provided by Microsoft as part of the Azure data hosting
Data sanitisation process Yes
Data sanitisation type Explicit overwriting of storage before reallocation
Equipment disposal approach A third-party destruction service

Data importing and exporting

Data importing and exporting
Data export approach Data import and export is managed through the out of the box data import wizard and advanced find export to excel functionality that are supplied as standard with the solution
Data export formats Other
Other data export formats Excel
Data import formats
  • CSV
  • Other
Other data import formats
  • Compressed (zip)
  • XML

Data-in-transit protection

Data-in-transit protection
Data protection between buyer and supplier networks
  • TLS (version 1.2 or above)
  • Other
Other protection between networks Certificate Authority wildcards on external facing traffic
Data protection within supplier network
  • TLS (version 1.2 or above)
  • Other
Other protection within supplier network Implementation of Active Directory Certificate Services on internal traffic

Availability and resilience

Availability and resilience
Guaranteed availability Availability and resilience service levels are derived directly from the underlying Microsoft Azure Cloud service.
Approach to resilience The approach to reporting outages is derived directly from the underlying Microsoft Azure Cloud service.
Outage reporting The Azure platform offers real time dashboards and email notifications to interested parties on their service outages.

Identity and authentication

Identity and authentication
User authentication needed Yes
User authentication
  • 2-factor authentication
  • 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
Access restrictions in management interfaces and support channels This is fully configurable identity and access management. Role based access controls restrict access to named users only
Access restriction testing frequency At least once a year
Management access authentication
  • 2-factor authentication
  • 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

Audit information for users
Access to user activity audit information You control when users can access audit information
How long user audit data is stored for User-defined
Access to supplier activity audit information You control when users can access audit information
How long supplier audit data is stored for User-defined
How long system logs are stored for User-defined

Standards and certifications

Standards and certifications
ISO/IEC 27001 certification Yes
Who accredited the ISO/IEC 27001 Independently audited at 6 months by external accreditation body.
ISO/IEC 27001 accreditation date 2002
What the ISO/IEC 27001 doesn’t cover The scope statement for our ISO certificate reads: ‘The protection of information in relation to the provision of professional services to KPMG clients. This includes all client-facing business units that use KPMG’s centrally managed information systems and processes
ISO 28000:2007 certification No
CSA STAR certification No
PCI certification No
Other security certifications No

Security governance

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 KPMG holds the Cyber Essentials certificate.

Operational security

Operational security
Configuration and change management standard Supplier-defined controls
Configuration and change management approach KPMG defined controls are applied. However these can be varied to suit specific client requirements by agreement. Such tailored non-standard services may attract additional cost.
Vulnerability management type Supplier-defined controls
Vulnerability management approach KPMG defined controls are applied. However these can be varied to suit specific client requirements by agreement. Such tailored non-standard services may attract additional cost. We can provide details upon request
Protective monitoring type Supplier-defined controls
Protective monitoring approach KPMG defined controls are applied. However these can be varied to suit specific client requirements by agreement. Such tailored non-standard services may attract additional cost. We can provide details upon request
Incident management type Supplier-defined controls
Incident management approach KPMG defined controls are applied. However these can be varied to suit specific client requirements by agreement. Such tailored non-standard services may attract additional cost. We can provide details upon request

Secure development

Secure development
Approach to secure software development best practice Conforms to a recognised standard, but self-assessed

Public sector networks

Public sector networks
Connection to public sector networks No

Pricing

Pricing
Price £400 to £2460 per person per day
Discount for educational organisations No
Free trial available Yes
Description of free trial Provides the majority of services available within D365 for trial purposes, some for example Resource Scheduling Optimisation are only available within a paid licenses.
Link to free trial https://trials.dynamics.com/

Service documents

pdf document: Pricing document pdf document: Skills Framework for the Information Age rate card pdf document: Terms and conditions pdf document: Modern Slavery statement
Service documents
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