Hitachi Solutions

Microsoft Dynamics 365 for CRM - for Local Government

This service provides an accelerator to implement Microsoft's Dynamics 365 Customer Service and Sales modules for Local Government including basic Case Management. This provides a mobile, 360 view of customers and can be optionally integrated to other Systems.
The service is fully defined in the specification available on request.


  • Microsoft Dynamics 365 CRM provides integrated front office system
  • Microsoft Dynamics 365 CRM Repeatable and guaranteed implementation service
  • Optional integrations to other systems inc. telephony/contact centre
  • Easily extended to include mobile Field Service with Scheduling
  • Microsoft Dynamics 365 CRM Case Management includes workflow and SLAs
  • Microsoft Dynamics 365 CRM Project Services Automation
  • Microsoft Dynamics 365 CRM Sales support


  • Dynamics 365 CRM provides Single source of the truth
  • Dynamics 365 CRM Improves decision making through better Management Information
  • Dynamics 365 CRM Reduces cost from multiple departmental applications
  • Dynamics 365 CRM Improves effectiveness
  • Dynamics 365 CRM Improves efficency
  • Provides a platform for subsequent extension


£1000 to £1000 per licence per month

Service documents

G-Cloud 11


Hitachi Solutions

Hitachi Solutions Enquiries

0203 198 5136

Service scope

Service scope
Software add-on or extension Yes
What software services is the service an extension to Microsoft Dynamics 365 for Customer Service and Sales
Cloud deployment model Public cloud
Service constraints The service is dependent on the Microsoft support, upgrade and maintenance policy and service which is included in the Microsoft licence fees.
System requirements All Microsoft Dynamics 365 for CRM user and development environments

User support

User support
Email or online ticketing support Yes, at extra cost
Support response times Depends on SLA but from 4 hours
User can manage status and priority of support tickets Yes
Online ticketing support accessibility WCAG 2.1 A
Phone support Yes
Phone support availability 9 to 5 (UK time), Monday to Friday
Web chat support Yes, at an extra cost
Web chat support availability 9 to 5 (UK time), Monday to Friday
Web chat support accessibility standard None or don’t know
How the web chat support is accessible Via browser
Web chat accessibility testing None
Onsite support Yes, at extra cost
Support levels We provide a Service Manager for all of our support plans. This provides a monthly report detailing all relevant Microsoft Dynamics 365 Availability statistics as well as all issues reported together with progress and resolution measured against the relevant SLA. We have two service levels, Assist which provides Response SLAs and Assure which provides Response and Resolution SLAs, which has a higher cost.
Support available to third parties Yes

Onboarding and offboarding

Onboarding and offboarding
Getting started This can be provided at an optional additional cost.
Service documentation Yes
Documentation formats PDF
End-of-contract data extraction Standard tools are provided by Microsoft which can be used at any time.
End-of-contract process Support is provided to advise customers on how to use the Microsoft tools to extract user data.

Using the service

Using the service
Web browser interface Yes
Supported browsers
  • Internet Explorer 11
  • Microsoft Edge
  • Firefox
  • Chrome
  • Safari 9+
Application to install No
Designed for use on mobile devices Yes
Differences between the mobile and desktop service System automatically sizes for screen size, for smaller screen sizes e.g. phone size there is an App for Apple, Android and Windows platforms.
Service interface Yes
Description of service interface Admin user can gain access to perform Administration duties
Accessibility standards WCAG 2.1 A
Accessibility testing Browser based so browser based aids in supported browsers will work.
What users can and can't do using the API The API is comprehensive but requires IT technical skills to configure which Hitachi can provide as an optional extra.
API documentation Yes
API documentation formats Other
API sandbox or test environment Yes
Customisation available Yes
Description of customisation The whole service can be customised but this requires specialist skills which Hitachi can provide as an optional extra cost.


Independence of resources This is managed by Microsoft using Azure based monitoring and diagnostic tools.


Service usage metrics No


Supplier type Not a reseller

Staff security

Staff security
Staff security clearance Conforms to BS7858:2012
Government security clearance Up to Security Clearance (SC)

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 once a year
Penetration testing approach Another external penetration testing organisation
Protecting data at rest
  • Physical access control, complying with another standard
  • Encryption of all physical media
Data sanitisation process No
Equipment disposal approach In-house destruction process

Data importing and exporting

Data importing and exporting
Data export approach Microsoft provide standard data export tools.
Data export formats
  • CSV
  • Other
Other data export formats Excel
Data import formats
  • CSV
  • Other
Other data import formats Excel

Data-in-transit protection

Data-in-transit protection
Data protection between buyer and supplier networks TLS (version 1.2 or above)
Data protection within supplier network TLS (version 1.2 or above)

Availability and resilience

Availability and resilience
Guaranteed availability This is provided by Microsoft as part of their Licence fee. Microsoft's SLA is 99.9% and availability below this level will trigger a Microsoft Service Credit of 25% for that period. Availability below 99% will trigger a 50% Service Credit and availability below 95% a 100% Service Credit for that period. All administered by Microsoft unless an optional Hitachi support contract is in place at extra cost.
Approach to resilience Microsoft have invested in high performance, resilient data centres including full disaster recovery. This infrastructure is known as Azure.
Outage reporting Microsoft provide this service through their public dashboard.

Identity and authentication

Identity and authentication
User authentication needed Yes
User authentication Identity federation with existing provider (for example Google Apps)
Access restrictions in management interfaces and support channels Provided through security roles which are applied to each user. The security role defines the access that user can make to the system.
Access restriction testing frequency Never
Management access authentication
  • 2-factor authentication
  • Identity federation with existing provider (for example Google Apps)

Audit information for users

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 At least 12 months
Access to supplier activity audit information Users have access to real-time audit information
How long supplier audit data is stored for At least 12 months
How long system logs are stored for At least 12 months

Standards and certifications

Standards and certifications
ISO/IEC 27001 certification Yes
Who accredited the ISO/IEC 27001 The British assessment Bureau
ISO/IEC 27001 accreditation date 17/02/2016 valid to 16/02/2019
What the ISO/IEC 27001 doesn’t cover Scope covers IT Strategies and Solution services.
ISO 28000:2007 certification No
CSA STAR certification No
PCI certification No
Other security certifications Yes
Any other security certifications Cyber Essentials

Security governance

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 Cyber Essentials
Information security policies and processes ISO 27001 and Cyber Essentials with responsibility managed at Vice President level.

Operational security

Operational security
Configuration and change management standard Supplier-defined controls
Configuration and change management approach Managed through Hitachi's Consensus methodology.
Vulnerability management type Undisclosed
Vulnerability management approach This is included in the Microsoft licence fee.
Protective monitoring type Supplier-defined controls
Protective monitoring approach This is included in the Microsoft licenee fee.
Incident management type Supplier-defined controls
Incident management approach This is included in the Microsoft licence fee. Optionally Hitachi can provide an overarching support service.

Secure development

Secure development
Approach to secure software development best practice Supplier-defined process

Public sector networks

Public sector networks
Connection to public sector networks No


Price £1000 to £1000 per licence per month
Discount for educational organisations No
Free trial available No

Service documents

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