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

Service ID

6 6 0 7 1 3 3 1 4 5 3 8 9 6 3


Hitachi Solutions

Hitachi Solutions Enquiries

0203 198 5136

Service scope

Software add-on or extension
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

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
Online ticketing support accessibility
WCAG 2.1 A
Phone support
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
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

Onboarding and offboarding

Getting started
This can be provided at an optional additional cost.
Service documentation
Documentation formats
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

Web browser interface
Supported browsers
  • Internet Explorer 11
  • Microsoft Edge
  • Firefox
  • Chrome
  • Safari 9+
Application to install
Designed for use on mobile devices
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
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
API documentation formats
API sandbox or test environment
Customisation available
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


Supplier type
Not a reseller

Staff security

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

Asset protection

Knowledge of data storage and processing locations
Data storage and processing locations
  • United Kingdom
  • European Economic Area (EEA)
User control over data storage and processing locations
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
Equipment disposal approach
In-house destruction process

Data importing and exporting

Data export approach
Microsoft provide standard data export tools.
Data export formats
  • CSV
  • Other
Other data export formats
Data import formats
  • CSV
  • Other
Other data import formats

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

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

User authentication needed
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
Management access authentication
  • 2-factor authentication
  • Identity federation with existing provider (for example Google Apps)

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

ISO/IEC 27001 certification
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
CSA STAR certification
PCI certification
Other security certifications
Any other security certifications
Cyber Essentials

Security governance

Named board-level person responsible for service security
Security governance certified
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

Configuration and change management standard
Supplier-defined controls
Configuration and change management approach
Managed through Hitachi's Consensus methodology.
Vulnerability management type
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

Approach to secure software development best practice
Supplier-defined process

Public sector networks

Connection to public sector networks


£1000 to £1000 per licence per month
Discount for educational organisations
Free trial available

Service documents

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