Computer Application Services Limited

Workpro Case Management Cloud Support Services

Workpro Cloud Support services are available to support Workpro Cloud Software deployments purchased under G Cloud 11 Lot 2. Services include configuration changes or additions, integration and migration services, report writing services, training and ongoing support. These services are applicable to all Workpro case management versions (Complaints, Casework, HR, Requests).

Features

  • Changes or additions to standard configuration, e.g. workflow, case types.
  • Systems integration: e.g. CRM, Payroll, telephony, website, scanning
  • Data migration: import of data from existing systems to Workpro
  • Report writing services: assistance with report writing if required
  • Training for Users, System Administrators, Report Writing, Train the Trainer.
  • Ongoing Support and Maintenance Packages, including system upgrades.
  • Implementation planning, including requirements gathering and specification if required.
  • Assistance with and procurement of cloud hosting for integrated systems
  • Support and maintenance of cloud hosting for integrated systems

Benefits

  • Ensures Workpro solution reflects any unique organisational requirements.
  • Minimise costs by building on functionality in standard Workpro package.
  • Exceptional flexibility and scalability. Workpro can adapt to business needs.
  • Investment protection through integration with any existing systems.
  • Harness current data and minimise duplication through data migration.
  • Adapt to legislation, business process and environment changes over time.
  • Compliance with legislation, regulation and business goals assured.
  • Optimise efficient use of combined systems/ data.
  • Supplement internal IT resources with our expertise as needed.

Pricing

£900 a unit a day

Service documents

Request an accessible format
If you use assistive technology (such as a screen reader) and need versions of these documents in a more accessible format, email the supplier at gcloud@workpro.com. Tell them what format you need. It will help if you say what assistive technology you use.

Framework

G-Cloud 12

Service ID

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

Contact

Computer Application Services Limited Ken Naismith
Telephone: 0131 449 7071
Email: gcloud@workpro.com

Planning

Planning service
Yes
How the planning service works
Workpro Business Analysts are experienced in gathering requirements and formalising them into specification documents. The inclusion of agreed acceptance criteria ensures a shared understanding of requirements with our customers. To help clients with the process of planning their cloud software implementation, we give access to a core system and an example configuration specification. The client compares these with their own requirements specification (if they have one) and adjusts or adds to the configuration specification as necessary.
Planning service works with specific services
Yes
Hosting or software services the planning service works with
  • Workpro Complaints Management System
  • Workpro HR - employee relations case management system
  • Workpro Requests - FOI, EIR and SAR case management system
  • Workpro Case Management System

Training

Training service provided
Yes
How the training service works
While Workpro is designed to be intuitive and easy to use, we recommend training on the system in order to ensure that your organisation is able to use it to best advantage.
A Workpro User Guide is supplied with the system and is accessible by a help link on screen.
Training Options include:
• User Training - One day of training on the system, in groups of up to 8, to cover: Entry of case data, Workflow steps in case handling, Composing correspondence, Printing reports, etc.
• System Administrators Training – A half day of training, in groups of up to 4, to cover: Managing the reference data, Compilation of templates.
• Report Writer Training - A half day to one day training, in groups of up to 3.
• Train the Trainer - 1 day for group of up to 8 trainers on user training.
Training can be delivered on or off-site, and online training sessions are also available.
Training is tied to specific services
Yes
Services the training service works with
  • Workpro Complaints Management System
  • Workpro HR - employee relations case management system
  • Workpro Requests - FOI, EIR and SAR case management system
  • Workpro Case Management System

Setup and migration

Setup or migration service available
Yes
How the setup or migration service works
Our data migration services include:
• Migration of Existing Case Data:
Existing case data can be imported into the Workpro system, from an older system for example. We will provide a recommended format for supplying the data.
• Scheduled Import of Administration data from other systems.
Setup or migration service is for specific cloud services
Yes
List of supported services
  • Workpro Complaints Management System
  • Workpro HR - employee relations case management system
  • Workpro Requests - FOI, EIR and SAR case management system
  • Workpro Case Management System

Quality assurance and performance testing

Quality assurance and performance testing service
No

Security testing

Security services
No

Ongoing support

Ongoing support service
Yes
Types of service supported
Hosting or software provided by your organisation
How the support service works
We operate a manned support helpdesk with backup technical resource, manned during office hours as standard (Mon-Fri 09:00 GMT to 17:00GMT, excluding Christmas and New Year period). Our online Help portal is available 24/7/365 for self-service. Clients can securely log support requests, monitor request priorities and status, support hours used and how many remain. Managed cloud hosting support is 24/7/365 days a year (our hosting partner iomart plc provides Service Availability Guarantee of 99.5%). Out of hours application support is also available at extra cost. Support is delivered by email or telephone, remote support via dedicated link or onsite as required. We aim to respond as soon as possible, with support response commitments agreed in the client Support Level Agreement. Support costs £110 for one hour slot, discounted bundles available. Onsite visits charged at day rate: £900 plus expenses. The support response is coordinated by our Business Relationship Manager.

Service scope

Service constraints
Access to the Workpro can be constrained to a site based VPN, but this is not mandatory.

User support

Email or online ticketing support
Email or online ticketing
Support response times
We aim to respond as soon as possible, with standard response commitments as follows: Priority 1 within 1 hour (system non-operational and affects more than 50% users). Priority 2 within 4 hours (system non-operational and affects minority of users). Priority 3 within 4 hours (identifiable fault but system still operational, minor faults and advice). Priority 4 within 8 hours (cosmetic issues which do not affect the operation of the system). Priority 5 within 5 working days (system enhancements, new and additional features). Standard working hours are Mon-Fri 9am-5pm GMT but out of hours support 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
We operate a manned support helpdesk with backup technical resource, manned during office hours as standard (Mon-Fri 09:00 GMT to 17:00GMT, excluding Christmas and New Year period). Our online Help portal is available 24/7/365 for self-service. Clients can securely log support requests, monitor request priorities and status, support hours used and how many remain. Managed cloud hosting support is 24/7/365 days a year (our hosting partner iomart plc provides Service Availability Guarantee of 99.5%). Out of hours application support is also available at extra cost. Support is delivered by email or telephone, remote support via dedicated link or onsite as required. We aim to respond as soon as possible, with support response commitments agreed in the client Support Level Agreement. Support costs £110 for one hour slot, discounted bundles available. Onsite visits charged at day rate: £900 plus expenses. The support response is coordinated by our Business Relationship Manager.

Resellers

Supplier type
Reseller providing extra features and support
Organisation whose services are being resold
Iomart Group plc provides the cloud hosting for our software.

Staff security

Staff security clearance
Other security clearance
Government security clearance
Up to Security Clearance (SC)

Pricing

Price
£900 a unit a day
Discount for educational organisations
No

Service documents

Request an accessible format
If you use assistive technology (such as a screen reader) and need versions of these documents in a more accessible format, email the supplier at gcloud@workpro.com. Tell them what format you need. It will help if you say what assistive technology you use.