Accenture (UK) Limited

Certus Solutions - engage™ HR Case Management Delivery Cloud Services

ERP on-premise and cloud solutions do not provide specific functionality for the management of complex HR casework. Through extensive experience of Cloud implementations and Shared Services operations Certus has developed delivery expertise in providing bespoke Casework Cloud based solutions as used today by Civil Service HR (CSHR).


  • End-to-end digital by default service for HR Case Management
  • Access to HR Case Management Subject Matter Experts & Analysts
  • Proven implementation approach using agile prototyping techniques
  • Civil Service Employment Policy (CSEP) best practice embedded processes
  • Part of™ Service - Implementation & templated solution
  • Service & Technical Design Authority (Cloud, On-premise)
  • Technical Delivery (Microsoft .Net and Oracle PaaS Cloud Technology)
  • Delivered by Security Cleared Oracle Cloud Certified Consultants
  • PRINCE2 Compliant incorporating risk based delivery approach
  • Ongoing UK onshore Business Support Service (Optional)


  • Proven delivery approach for the delivery of Cloud Services
  • Standardised Central Government best practice processes for HR
  • Return On Investment realising financial gains over short time periods
  • Leverages Certus implementation knowledge mitigating risk of failure
  • Gain insight & understanding through the power of discovery
  • Focused on achieving buy-in and support from business stakeholders
  • On-going Support Service protecting customers investment through upgrades
  • Promotes knowledge transfer through education and continuous training


£350 to £2490 per person per day

Service documents

G-Cloud 10


Accenture (UK) Limited

Simon Mitchell

++44 (0) 7702 234537


Planning service Yes
How the planning service works Implementation of HR Case Management Application (CMA) across a government department is a business transformation programme. Certus offers engage™ as a flexible modular implementation approach providing a framework structure for determining an organisation's Cloud Readiness against the capabilities of the HR Casework solutions provided by Certus as well as the business process and organisational change that will be required. The approach is designed to both educate the client in regard to the HR Casework Cloud offerings through the power of discovery by seeing and experiencing "hands-on" the™ templated solution for HM Government as well as facilitating the delivery of a comprehensive roadmap and subsequent detailed project plan and cost. The outcomes of the exercise is to have provided the client with sufficient level of knowledge and awareness of the Cloud solution, a roadmap and detailed plan to enable a full scale implementation to be undertaken with a supporting commercial profile. Certus supports Civil Service HR in providing Cloud based HR Casework Management Applications across the UK Public Sector.
Planning service works with specific services Yes
Hosting or software services the planning service works with
  • CSHR Case Management Application
  • Oracle HCM Cloud


Training service provided Yes
How the training service works Certus offers engage™ as a modular approach. engage™ Training Services provides a comprehensive programme that can be tailored to the specific clients needs. Certus is in a unique position across the market place in that it is both an Oracle© Platinum Partner and an approved supplier to Oracle Alliances & Channels and Oracle University to sell and deliver Oracle Cloud ERP, HCM and Talent Acquisition (Taleo) Cloud courses using Oracle approved material and instructors. This service offering has been extended to support the Cloud based Civil Service HR Case Management Application. To ensure the quality of training delivery is always maintained, Certus does not subcontract or outsource this activity. A differentiator to our service proposition is that training is delivered by Certus Solutions trained practitioners. Training can be delivered onsite in classroom site or from our configured training and education facility at Certus Headquarters in Guildford, Surrey. Training can also be delivered remotely via the web.
Training is tied to specific services Yes
Services the training service works with
  • CSHR Case Management Application
  • Oracle HCM Cloud

Setup and migration

Setup and migration
Setup or migration service available Yes
How the setup or migration service works Engage™ by Certus Solutions comprises a comprehensive proven and fully reference-able “service wrap” designed to specifically deliver, deploy and provide on-going support for Cloud Applications for UK Public Sector. The service wrap comprises a pre-configured template enshrining Central Government best practice processes for HR Casework that can be taken stand alone as is or used as an "accelerator"; a proven end-to-end implementation methodology and on-going Business Support Service.™ promotes "adopt & adapt" philosophy and challenge to best practice processes delivered by Security Cleared Oracle certified Cloud Consultants who have deep knowledge of the UK Public Sector. The implementation provides modular services that not only includes functional configuration, but also a comprehensive Data Migration, Testing Services, Training Services and Cloud Adoption Services to facilitate the necessary business transformation required with Cloud.
Setup or migration service is for specific cloud services Yes
List of supported services
  • CSHR Case Management Application
  • Oracle HCM Cloud

Quality assurance and performance testing

Quality assurance and performance testing
Quality assurance and performance testing service Yes
How the quality assurance and performance testing works Engage™ Testing Services comprises End-to-end Test & Quality Management and Control procedures; processes and protocols.
• Templated ISO9001 compliant Quality Management & Testing Strategy compiled in collaboration with the client • Templated test plans for each testing phase, produced from a business perspective • Test execution scheduled to target most complex business functions first, utilising Smartbear QA Complete to plan and track all test execution giving complete visibility in real-time • Management dashboard for each testing phase of the project providing objective and accurate metrics
• Defect Management and Control • Full traceability of defects to tests utilising QA Complete; streamlining investigation, resolution and retests • End Stage Assessment Reporting • An End Stage Assessment report produced at the end of each phase of testing and also at the end of the testing lifecycle. These document the actual test results, defects and issues and highlights complex and problematic functional areas for the next stage of the project. Non-functional testing, such as performance testing, is not deemed necessary for Oracle Cloud SaaS implementations. Information about the performance/scalability/resilience of the Oracle Cloud platform is available from Oracle Corporation directly.

Security testing

Security testing
Security services Yes
Security services type
  • Security strategy
  • Security risk management
  • Security design
  • Cyber security consultancy
  • Security testing
  • Security incident management
  • Security audit services
  • Other
Other security services
  • Security Governance and Compliance
  • Application Security and Data Protection
  • Security Monitoring and Response
  • Digital Identity Management
  • Threat and Vulnerability Management
  • Endpoint Protection
  • Threat Intelligence Analysis Platform
  • Certified Security Testers
Certified security testers Yes
Security testing certifications
  • Other
Other security testing certifications
  • OSCP
  • OSCE
  • CEH

Ongoing support

Ongoing support
Ongoing support service Yes
Types of service supported Hosting or software provided by a third-party organisation
How the support service works Engage™ Business Support Services provides a comprehensive on-going support package to protect a customers' investment in Cloud post go-live, providing comprehensive 3rd line support to manage the configuration and handle upgrades seamlessly. The offering has been extended to support not only Oracle Cloud Applications but our own HR Case Management Application and delivers the following services: • Service Delivery Management - To monitor the service and ensure expectations are being met • Service Desk - Access support via telephone, web portal, and email • Fix-on-fail & SR Management - Investigation and resolution of any unexpected failures and liaison with Oracle as required • How To’s - Any question in relation to the use of the in-scope modules • Change Requests - Changes and enhancements to the solution such as integrations, reports and additional configuration • Training - Formal training or ad-hoc knowledge transfer sessions • Upgrade Planning - Proactive planning and preparation for upgrades including arrangements with software vendor on preferred outages, patch timings, and environments • Regression Testing - Regression testing following product upgrades or major patches • Release Management - Deployment of fixes into staging areas and management of approval and release into Live

Service scope

Service scope
Service constraints Support is primarily undertaken remotely from our Headquarters in Guildford, Surrey by Security Cleared members of staff within the support hours stated. However engage™ Business Support Services has been designed to be flexible and therefore can be tailored to each clients individual requirements.

User support

User support
Email or online ticketing support Email or online ticketing
Support response times Engage™ Business Support Services - 09:00 - 17:00 Monday to Friday. Additional Service Hours; Weekend and Bank Holiday can be supported if required. The offering is tailored to the Client's individual need.

Severity 1 Response 30 mins / Severity 2 Response 2 hours / Severity 3 - Response 4 hours.

Incident escalation process is available.
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
Support levels Engage™ Business Support Services provides a comprehensive application ISO9001 support service designed to protect a customer’s investment and provide easy access to a broad range of expertise delivering 3rd line support services. The service can be tailored to an individual clients needs and offers total flexibility in terms of commercial models from "Pay As You Go" and Fixed-Fee Multi-Year arrangements. (see Pricing Template). The Service is supported by a dedicated support team including Service Managers.


Supplier type Reseller providing extra support
Organisation whose services are being resold Oracle

Staff security

Staff security
Staff security clearance Conforms to BS7858:2012
Government security clearance Up to Developed Vetting (DV)


Price £350 to £2490 per person per day
Discount for educational organisations No


Pricing document View uploaded document
Skills Framework for the Information Age rate card View uploaded document
Service definition document View uploaded document
Terms and conditions document View uploaded document
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