User Research helps to answer questions, generate transformative ideas and save money by pinpointing only necessary features. We can provide user needs analysis using a variety of qualitative and quantitative techniques. We define end user goals to help design compelling digital experiences for law enforcement and the security services.
- Initial briefing meeting ensures research focus meets organisation objectives
- User interviews and group workshops for deep insight into behaviour
- Usability testing to understand interaction with your solution
- Includes OS and SECRET platforms and secure systems
- User experience architecture (persona profiles, user journeys)
- Ethnographic Studies, Click Testing, A/B Testing and Card Sorting
- Online surveys for reaching a volume of geographical users
- Balancing of user needs and agency objectives
- Clear, easily understood reports formatted to provide the most value
- Scalable solution to meet all budget and time constraints
- Insight into your audience behaviour and requirements
- Identifies actionable recommendations to improve user experience
- Validates that user needs align with the business needs
- Identifies user-adoption risks caused by users' and business needs conflicting
- Personas and journeys help interpret and implement research findings
- Aids responsive digital interfaces development, aligned with organisational needs
- Guides subsequent information architecture or interaction design
- Objective perspective ensures decisions are based on actual users
£500 to £1200 per person per day
- Education pricing available
- Pricing document
- Skills Framework for the Information Age rate card
- Service definition document
- Terms and conditions
- Modern Slavery statement
Foundation SP Limited
0118 9357 168
|How the planning service works||Foundation SP (“FSP”) assist buyers in planning the implementation of cloud hosting or software services by following a structured process that ensures a strong return on investment and clearly defined business outcomes are identified. Our process begins with Scoping which defines the core business goals, the expected return on investment and the roadmap of change that will be delivered. Scoping ensures the balance of scope, cost, quality and time are agreed with the buyer allowing expectations to be managed at the earliest phase. Once the Scoping phase is complete, we commence the Discovery and Design phase; this enables us to gain a thorough understanding of the technical, aesthetic and cultural requirements for the solution ensuring the overall design and implementation of the solution aligns to the identified business goals.|
|Planning service works with specific services||Yes|
|Hosting or software services the planning service works with||
|Training service provided||No|
Setup and migration
|Setup or migration service available||No|
Quality assurance and performance testing
|Quality assurance and performance testing service||No|
|Ongoing support service||Yes|
|Types of service supported||
|How the support service works||
FSP’s dedicated managed service support team provides 2nd and 3rd line solution and platform support for the Microsoft products suite and associated third party solutions, including Office 365, Azure, SharePoint, Yammer, Teams, Dynamics 365, and Umbraco. Our UK based helpdesk is available Monday to Friday 08:00 to 18:00 (excluding UK bank holidays) via email, telephone, screen share and onsite visits are available by arrangement.
The service can be utilised to resolve incidents and configuration issues, with clients having full visibility of all requests being progressed via our online support portal. FSP’s highly skilled support analysts offer friendly, professional advice and guidance, and pride themselves on providing high-quality support throughout the lifecycle of an incident, problem, change or release, which will conform to Microsoft Best Practice.
Our Microsoft Partner Agreement allows direct access to localised Microsoft support representatives to process issues quickly and efficiently. We will also liaise with third parties to assist with incident resolution.
We provide flexible solution and platform support with clients being able to choose from our available service lines. Our support services can be arranged with service levels based on incident prioritisation.
Consultants standard working hours are 9am to 5:30pm.
Service Desk Support is available from 8am to 6pm Monday to Friday (excluding UK bank holidays).
Support is typically carried out remotely, however onsite activities can be pro-actively scheduled.
|Email or online ticketing support||Email or online ticketing|
|Support response times||
We respond to questions on a best endeavours basis, however we typically answer queries within 24 to 48 hours (Monday to Friday).
Support incidents have the following target SLAs (Monday to Friday 8am to 6pm):
Priority 1 – 1 hour response time; 4 hour resolution time.
Priority 2 – 2 hour response time; 8 hour resolution time.
Priority 3 – 3 hour response time; 35 hour resolution time.
Priority 4 – 4 hour response time; 70 hour resolution time.
|User can manage status and priority of support tickets||Yes|
|Online ticketing support accessibility||None or don’t know|
|Phone support availability||9 to 5 (UK time), Monday to Friday|
|Web chat support||No|
FSP provide the following support levels:
Priority 1 – 4hr resolution time - Complete loss of solution with users unable to gain access.
Priority 2 - 8hr resolution time - Service degraded: Functionality is partially interrupted or degraded and affects multiple users.
Priority 3 – 35hr resolution time - Minor impact on functionality, e.g. certain areas of the solution are not functioning as expected for certain users. Usually affecting a small group or single users.
Priority 4 – 70hr resolution time - Incidents highlighted which have no impact on a user’s functionality or the user’s ability to work. Usually affecting a single user.
Outside of the helpdesk support provided by our technical specialists, all clients are provided with 2 named escalation points for service.
We provide flexible solution and platform support. Clients can choose our standard support which includes: Service Level Management; Service Desk; Incident Management; Problem Management; Change and Impact Management; Platform and Code Maintenance; Advice and Guidance; Third Party Liaison; and Reporting.
There are options to extend the support by adding some or all of our enterprise service lines: Governance; Proactive Monitoring; Performance Monitoring; Capacity Management; Configuration Management; Environment Health Checks; and Adoption as a Service.
|Supplier type||Not a reseller|
|Staff security clearance||Other security clearance|
|Government security clearance||Up to Security Clearance (SC)|
|Price||£500 to £1200 per person per day|
|Discount for educational organisations||Yes|