Evolve for Local and Regional Government powered by Microsoft Dynamics 365 for CRM
Evolve LRG combines low code business process management and Microsoft Dynamics 365 CRM to provide local authorities with an automated, multi-channel customer engagement platform connecting service requests and fulfilment. It enables digital transformation project acceleration on the Microsoft stack to deliver service efficiency gains, channel shift and improved customer outcomes.
- Consolidated single-view of a customer (individuals, businesses) and their transactions
- Dynamic eForms created with optional easy-to-use visual ‘Journey’ designer
- Same Journey eForm deployed through multiple channels (web/mobile/browser) via runtime-engine
- Property and residency address records based on the LLPG loads
- Consistent customer experience, regardless of channel chosen (web/mobile/face-to-face/phone)
- Identity management and authentication locally, multi factored, and federated (LiveID/Facebook-etc.)
- Automate service hand-offs, back-office application integrations, and continuous status updates
- Direct integrations to line of business systems via Azure-Service-Bus
- Framework to support service transformation and channel shift strategy
- Automating existing manual processes cuts processing time of applications/requests
- End to end service-request automation cuts out middle office resources
- Customer online account masters data and improves quality of service
- ‘Journey-Engine’ purpose built tool for simple and complex Local-Authority processes
- All components built within Dynamics-365 and Azure cloud platforms
- Design based on 100+ man-years of cumulative authority experience
- Pythagoras lead implementation or customer skills transfer approach
- Low risk based on Pythagoras extensive experience of authority projects
- Accelerated implementations through prebuilt components and rapid eform process deployment
£2646 per unit per month
- Free trial available
- Pricing document
- Skills Framework for the Information Age rate card
- Service definition document
- Terms and conditions
- Modern Slavery statement
Pythagoras Communications Ltd
|Software add-on or extension||Yes|
|What software services is the service an extension to||Microsoft Dynamics 365 and Microsoft Azure|
|Cloud deployment model||Public cloud|
|Service constraints||Full details of the Microsoft Dynamics 365 service can be found here - https://docs.microsoft.com/en-gb/dynamics365/#pivot=main&panel=apps|
|Email or online ticketing support||Yes, at extra cost|
|Support response times||
Pythagoras have a standard SLA based on problem severity
Response times vary from 1 hour to 8, and resolution times from 1 to 10 business days
Support response times can be varied at weekends if required
Pythagoras support is available up to 24/7/365
|User can manage status and priority of support tickets||No|
|Phone support availability||24 hours, 7 days a week|
|Web chat support||No|
|Onsite support||Yes, at extra cost|
Pythagoras support is provided by 2 levels of programme from an essentials fixed ticketing arrangement through to a premier service which includes unlimited tickets, a dedicated service manager, inclusive minor roll ups, and increased reporting.
For a full breakdown of the support level options see the attached service definition document
The cost for support are ‘price on application’ because they are customer/project specific dependant on which combination of products are covered , what level of Pythagoras customisations, and what service time window coverage is provided.
|Support available to third parties||Yes|
Onboarding and offboarding
|Getting started||Pythagoras provide tailored implementation support services to onboard customers with the Evolve LRG platform. This can vary from a simple installation, set up, and skills transfer training programme to a full life cycle implementation project to fulfil a major service transformation strategy. This is available via the GCloud 11 Support Service – ‘Evolve LRG Implementation Support Service’|
|Other documentation formats||
|End-of-contract data extraction||At any point users can export data from Microsoft Dynamics 365 to Excel or optionally the database can be replicated to an Azure hosted SQLServer instance where the database can be copied|
If a customer chooses to cancel the Pythagoras Evolve LRG licenses then at the end of the contract Pythagoras will uninstall the Evolve components, which will remove any data related to the Evolve extensions to Dynamics 365 from the database.
Prior to that Pythagoras can help the customer extract any data from the Dynamics 365 database in order to migrate it to another environment or to an archive SQLServer database.
The support services for this process will be subject to quotation as will be customer specific, and may require additional Azure components to get at the full Dynamics 365 SQLServer database.
Using the service
|Web browser interface||Yes|
|Application to install||Yes|
|Compatible operating systems||
|Designed for use on mobile devices||Yes|
|Differences between the mobile and desktop service||Evolve LRG allows access and functionality to be provided via mobile devices via a 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.|
|What users can and can't do using the API||
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. (Further details can be found here -https://msdn.microsoft.com/en-gb/library/mt593051.aspx).
The web API is part of the Dynamics 365 Software Development Kit (SDK). The SDK contains a wealth of resources, including code samples, which are designed allow powerful vertical applications to be built using the Microsoft Dynamics 365 platform. It is a guide for developers writing solutions, server-side code, client applications and extensions, custom business logic, plug-ins, integration modules and custom workflow modules.
|API documentation formats||HTML|
|API sandbox or test environment||Yes|
|Description of customisation||
Evolve LRG includes the Graphical Journey Designer and Runtime to enable councils to rapidly build and deploy complex multichannel automated eform processes for customer self-service and mediated channels.
Microsoft Dynamics 365 is a highly customisable and flexible business application. The bulk of the customisations can be carried out without requiring custom development. This includes amending and creating new entities, forms, view and workflow processes. For cases that do require custom development, Microsoft provides a software developer kit (SDK).
|Independence of resources||The 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.|
|Service usage metrics||Yes|
|Metrics types||Organization Insights provides 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 instances 'service health' including service degradation and storage capacity|
|Reporting types||Real-time dashboards|
|Supplier type||Not a reseller|
|Staff security clearance||Other security clearance|
|Government security clearance||Up to Baseline Personnel Security Standard (BPSS)|
|Knowledge of data storage and processing locations||Yes|
|Data storage and processing 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||
|Other data at rest protection approach||For data at rest, the service deploys BitLocker with AES 256-bit encryption on servers that hold all messaging data, including email and IM conversations, as well as content stored in SharePoint Online and OneDrive for Business. BitLocker volume encryption addresses the threats of data theft or exposure from lost, stolen, or inappropriately decommissioned computers and disks. Your organization’s files are distributed across multiple Azure Storage containers, each with separate credentials, rather than storing them in a single database|
|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||
All data underpinning the Evolve LRG solution is held in Dynamics 365
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 to a synchronised Azure hosted SQLServer database
|Data export formats||
|Other data export formats||
|Data import formats||
|Other data import formats||
|Data protection between buyer and supplier networks||
|Other protection between networks||For data in transit, all customer-facing servers negotiate a secure session by using TLS/SSL with client machines to secure the customer data. This applies to protocols on any device used by clients, such as Skype for Business Online, Outlook, and Outlook on the web. See also http://aka.ms/Office365CE|
|Data protection within supplier network||
|Other protection within supplier network||Please see http://aka.ms/Office365TI and http://aka.ms/Office365CE|
Availability and resilience
|Guaranteed availability||Please see: https://www.microsoft.com/en-us/licensing/product-licensing/products|
|Approach to resilience||
Please see http://aka.ms/Office365DR
The service reports outages via the service status portal https://portal.office.com/servicestatus/servicestatus.aspx,
Alert or Mobile Application
Identity and authentication
|User authentication needed||Yes|
|Other user authentication||
Modern authentication brings Active Directory Authentication Library (ADAL)-based sign-in to Office client apps across platforms, enabling sign-in features such as Multi-Factor Authentication (MFA), SAML-based third-party identity providers with Office client applications, and smart card and certificate-based authentication.
Cloud identity authentication - Users with cloud identities are authenticated using traditional challenge/response.
Federated identity authentication - Users with federated identities are authenticated using Active Directory Federation Services 2.0 or other Security Token Services.
MFA for the service - users are required to acknowledge a phone call, text, or an app notification on their smartphone after correctly entering their password.
|Access restrictions in management interfaces and support channels||
The service comes with a set of administrator roles that you can assign to users in your organization. Each admin role maps to common business functions, and gives those people permissions to do specific tasks in the service admin center.
|Access restriction testing frequency||At least once a year|
|Management access authentication||
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||No|
|ISO 28000:2007 certification||No|
|CSA STAR certification||No|
|Other security certifications||Yes|
|Any other security certifications||
|Named board-level person responsible for service security||Yes|
|Security governance certified||Yes|
|Security governance standards||
|Other security governance standards||
Microsoft Security governance standards include the ISO/IEC 27001 and also include:
FISMA/FedRamp, EU Model Clauses, HIPAA/HITECH, ISB 1596, ISO 27018, SASE16 SOC1 & SOC 2
|Information security policies and processes||
The Microsoft Cloud Security Policy is available via the Service Trust Platform
|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||
The Microsoft service has developed formal standard operating procedures (SOPs) governing the change management process. These SOPs cover both software development and hardware change and release management, and are consistent with established regulatory guidelines including ISO 27001, SOC 1/SOC 2, NIST 800-53, and others.
Microsoft also uses Operational Security Assurance (OSA), a framework that incorporates the knowledge gained through a variety of capabilities that are unique to Microsoft. OSA combines this knowledge with the experience of running hundreds of thousands of servers in data centers around the world.
|Vulnerability management type||Conforms to a recognised standard, for example CSA CCM v3.0 or SSAE-16 / ISAE 3402|
|Vulnerability management approach||In support of the Information Security Policy, the Microsoft service runs multiple layers of antivirus software to ensure protection from common malicious software. Servers within the the service environment run anti-virus software that scans files uploaded and downloaded from the service for viruses or other malware. Additionally, all mails coming into the service run through the Exchange Online Protection engine, which uses multiple antivirus and antispam engines to capture known and new threats against the system. Microsoft has its own Security Response Center (MSRC) that also supplies information to all our customers covering the whole range Microsoft products.|
|Protective monitoring type||Conforms to a recognised standard, for example CSA CCM v3.0 or SSAE-16 / ISAE 3402|
|Protective monitoring approach||
The Microsoft service employs sophisticated software-defined service instrumentation and monitoring that integrates at the component or server level, the datacenter edge, our network backbone, Internet exchange sites, and at the real or simulated user level, providing visibility when a service disruption is occurring and pinpointing its cause.
Proactive monitoring continuously measures the performance of key subsystems of the the service services platform against the established boundaries for acceptable service performance and availability. When a threshold is reached or an irregular event occurs, the monitoring system generates warnings so that operations staff can address the threshold or event.
|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||For the Microsoft service please see http://aka.ms/Office365SIM|
|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|
|Price||£2646 per unit per month|
|Discount for educational organisations||No|
|Free trial available||Yes|
|Description of free trial||Provision of a Microsoft Dynamics 365 and Evolve LRG environment enabling hands on experience of using the solution. Pythagoras Consultancy will work with a Service area to build and deploy a digital service eg bulk waste collection. The trial is typically conducted over a two-three week elapsed week period.|