23 September 2013

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Service Overview ........................................................................................................... 3
Why Capgemini ............................................................................................................. 3
3 The Capgemini Proposition .......................................................................................... 4
3.1
Approach ......................................................................................................................... 4
3.2
Our Application Services ................................................................................................. 4
4 Benefits ........................................................................................................................ 12
4.1
Summary of Proposition ................................................................................................ 12
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Pricing .......................................................................................................................... 12
Rightshore
®
.................................................................................................................. 13
Information Assurance................................................................................................ 13
Ordering & Invoicing Process .................................................................................... 13
Termination Terms ...................................................................................................... 13
References ................................................................................................................... 13
Trial Service ................................................................................................................. 13
Further Information ..................................................................................................... 13
Additional Information ................................................................................................ 14
G-Cloud service definitions
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The objective of Capgemini’s Application Services is to reduce our clients’ costs while improving their potential in three core areas:
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Productivity : our global sourcing model and industrialised delivery methods can reduce costs by up to 33%;
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Flexibility : variable application costs and adaptable business services can improve agility and reduce end-to-end time by up to one-third;
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Impact : aligning IT with business strategy boosts the value of your IT and your business potential.
Capgemini offers Application Services across the application lifecycle: covering application conception, design and deployment through service, renewal and disposal.
This is supported by a powerful application consulting capability, experienced in application strategy and portfolio management. These services can be offered through a mix of onshore and Rightshore
®
capabilities.
Capgemini UK is part of the Capgemini Group, one of the world's foremost providers of consulting, technology and outsourcing services. We draw on more than 40 years of applications expertise to offer a comprehensive suite of Application Services. We take responsibility for the operational management of our clients’ current applications and developing new business solutions, while working with Chief Information Officers and business leaders to simplify and modernise the application landscape. Our services are highly industrialised, underpinned by robust SLAs, based on industry-standard best practices, and delivered by a cost-effective mix of onshore, nearshore and offshore resources. Capgemini's Application Services are about more than 'keeping the lights on for less' – they represent a commitment to continuous improvement and value generation.
Our technical capabilities are enhanced by our experience of working with the UK Public
Sector. Capgemini’s UK Public Sector clients include central government departments such as HMRC, DWP and DfE as well as the Scottish Government and Welsh Assembly, local councils including several London boroughs, and other public sector bodies such as the Metropolitan Police and Transport for London. We also enjoy strategic alliances with a number of major application vendors, including Oracle, SAP, IBM and Microsoft.
We also recognise that Digital Government is a key trend in today’s public services. We have created a new unit - Capgemini Digital Government - focussed on the
Government’s Digital by Default agenda and offering innovative, citizen-centric digital services across the public sector. This team brings together specialists from across our business that understand the digital revolution occurring in public services and are embracing these trends. We believe this to be the first unit in the UK IT industry that is dedicated solely to digital transformation in the public sector. We recognise that application services are a critical component in delivering these services to UK citizens.
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G-Cloud service definitions

Application Services is a broad area, encompassing many approaches, frameworks, tools and standards. In an overview, it is probably best to describe the approach in terms of Application Consultancy , Application Development and Application
Outsourcing .
Application Consultancy draws on skills and approaches in business processes, change and benefits management, enterprise architecture and IT strategy. Key approaches and standards used in this area include our WARP (Wide-angle Application
Rationalisation Programme) methodology for application portfolio strategy and rationalisation), VALUE framework (business process management), Capgemini’s IT
Reference Operating Model (for benchmarking and IT organisation analysis), COBIT,
ITIL, TOGAF and IAF (Integrated Architecture Framework).
Application Development focuses on development and integration skills and approaches that require experienced software engineering practitioners, accelerated development environments, reusable patterns and the ability to deliver using a global model. Key approaches and standards used in this area include TOGAF, IAF, Agile
RUP, Managed Testing Services, Rapid Design Visualisation and Accelerated
Development Centres. Key technologies include JAVA, .Net, Open Source, IBM
Websphere, HTML, Drupal, Integration technologies, SPRING, Microsoft, Oracle and
PHP. For legacy modernisation and migration, we use our AL2 (Application Legacy
Lifecycle) approach.
Application Outsourcing builds on Capgemini’s core skills in the management of application landscapes for our clients, based on decades of experience in this area. Our approach is designed to take the full lifecycle view of applications aligned to the business cycle and ensures that we build in modernisation and continuous improvement of the portfolio. In this way, application outsourcing can support the needs of the business over the life of the contract. Key approaches and standards include Industrialised Managed
Services Centres, AM-in-a-Box, Service Management as a Service (SM-a-a-S), Real
Time Operational and Business Dashboards, Business Process Focus Method,
Capgemini Lean Foundations (for Continuous Improvement) and our Application
Management Service Transformation Model (for improving the maturity of client IT support services).
Capgemini offers a comprehensive range of Application Services, which cover the full application lifecycle and which can be purchased either in combination or individually.
For more information on our Application Services, please visit www.capgemini.com
.
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G-Cloud service definitions

While major application packages can accommodate the majority of an organisation’s functional needs, we recognise that in many instances organisations also have unique requirements, something that is beyond the complexities of a single package alone. The solutions that underpin these requirements need to be flexible, adapt to change, integrate with your enterprise and are critical to the reputation of your business.
Capgemini’s Application Development and Integration business is primarily a solution engineering capability with a unique combination of accelerators and assets. We deliver, using a variety of methods (Agile RUP to Waterfall), solutions that span all business sectors and provide a full lifecycle service, from capturing and shaping the stakeholder problem statements to solution deployment and maintenance.
With specialist Programme / Project Managers, TOGAF Enterprise and Solution
Architects, Business Analysts, Software Engineers (covering technologies, platforms, areas and frameworks including; JAVA, .Net, Open Source, IBM Websphere, HTML,
Drupal, Integration technologies, SPRING, Microsoft, Oracle, PHP, etc.), and access to a comprehensive, industry leading testing capability, we have taken on some of the most complex and challenging bespoke development and integration projects in the industry.
We do this using assets like our Rapid Design Visualisation (RDV) team to help clients see, feel and explore solutions before commencing development, and combining this with our global network of Accelerated Delivery Centres (ADCs). This ensures that not only do we get the right solution, quickly, we are also able to pass on the economic benefits of a distributed delivery model. We call this Rightshore, providing our clients with the price point of a Pureplay and the added value and delivery assurance associated with a European based delivery organisation.
The Capgemini Application Outsourcing offer is built on two key components: our next generation AM2 / AM 2 Application Management services, and our Service
Transformation framework;
AM2 - AM2 has developed beyond a traditional application management operation to a highly competitive service that delivers business value outcomes. AM2 maintains a sharp focus on the business processes responsible for enhanced perforamance. The AM2 service is underpinned by standardized tools and processes that enable complete transparency; providing real time data and on-demand insights into the current state of the service. It is future-ready, with a number of innovations built in. Superior industrialization is achieved through flexibility in staffing, pricing and delivery models at our managed services centres, reducing the cost of ownership of an application portfolio.
A refreshed set of tools and methodologies, backed by an application management focused cost and pricing model enables us to remain competitive in a crowded market, and can provide our clients with increased business relevance, flexibility and scalability.
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G-Cloud service definitions

The Capgemini Service Transformation Model is based on our experience in maturing and aligning our clients
’ application management services with their businesses by assessing process maturity, identify candidate improvement opportunities and building a deliverable Transformation Roadmap based around five key themes:
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Stabilisation through measurement, monitoring and analysis of business impact areas;
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Rationalisation through delivering quick wins to reduce incident volumes, root cause analysis, efficiency improvements and identity of business impacting issues;
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Renovation of application code by utilising analysis tools and streamlining to improve cycle times and efficiency. Identifying and agreeing candidate services for modernisation based on areas of high impact to the business;
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Modernisation through application upgrades, replacement, retirement, replatforming and introduction of new technology and developing business outcome metrics;
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Harmonisation between IT services and business through alignment of IT assets to business outcome measures.
AM 2 - The Industrialised Managed Services Centre (IMSC) is a 700+ seat service centre for the delivery of second and third line SAP and Oracle support. The IMSC is built around the core concepts of co-location, standardisation, mutualisation and the use of offshore resources with an optimised resource pyramid. This is complemented by an operating model designed to accommodate fluctuating demands and low volume, fractional resource requirements. The IMSC has a multi-layered structure with a core team customised to our clients’ requirements with layers drawn from various skill groups and functions in a shared factory pool with the flexibility to scale up or down.
AM-in-a-Box provides a standard process toolkit that includes process documentation and definitions for the AM lifecycle (e.g. Due Diligence, Transition, ADM Processes,
Service Management, etc.). This includes proven governance processes that enable build, review and publishing of the process artefacts for each engagement; out-of-thebox best practices and procedures; and self-starting embedded kits enabling rapid start and re-usability.
Real Time Operational & Business Dashboards. The Command Centre dashboard is the metrics and reporting engine of AM 2 . This is a mobility-enabled dashboard of key metrics driving overall ADM performance that can be configured for a variety of mobile devices such as tablets or mobile phones. This allows clients to monitor and compare
Key Performance Indicators (KPIs) across regions and, if desired, other accounts. The
Command Centre dashboard consists of real-time ticket monitoring and trending, enabling application management personnel to see situations developing in advance.
Digital Distributed Delivery (3D) tool provides a platform to enable more effective interaction between distributed teams; The Virtual Visual Management (VVM) application uses synchronised web-based touch screen technology and can be accessed through any device to deliver information visually. It is used in review meetings and any interactive workshop. The Skills Management (GRCWeb) application is a visual way of capturing skills, planning up-skilling and cross-skilling to cope with customer demand in an aligned and flexible way. The Continuous Improvement (CiPortal) application provides
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G-Cloud service definitions

a single interface to initiate, track and validate continuous improvement initiatives. The
CLF Maturity Matrix is used to assess Capgemini Lean Foundation maturity.
Service Management as a Service (SM-a-a-S ) setup provides for a shared pool model for:

Process Management
– Robust ITIL-based processes with multiple implementation options;
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Tools Implementation
– Setup and run of ticket-based tools, knowledge management tools, time entry systems, document repositories and communication methods;
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Service desk – Level 1 service desk solution or Level 1.5 technical service desk;
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Reports and Dashboards – Service dashboard of key metrics covering overall ADM performance.
Portfolio Management is a new approach that combines a collaboration platform to crowd-source innovation ideas, governance to incentivise and fund ideas that get selected and combine with our strong Application Renovation and CSIP framework. The
Interactive Platform (Innovation engine/iAM) enables crowd-sourcing of new ideas, with the ability to re-use best practices from one engagement to the other. This is accompanied by a governance structure which includes an account manager, innovation responsible and sponsors to drive the process. It will be triggered automatically as a process after the service is stabilised and will be filtered through a funnelling process for the client to select the best ideas. Execution of the ideas selected will take place through our Application Renovation and Continuous Improvement Frameworks.
The Technology Office drives innovation and transformation initiatives during the lifecycle of the Applications Management Service. This includes an Enterprise Architect to provide architecture and technology guidance, who can act as a broker for technical skills with Major Incident Management and Failure Mode Analysis providing the architecture focus, governed and systematically driven by an Innovation Council.
Continuous Improvement Framework Capgemini’s Continuous Service Improvement framework provides a number of enablers that can be hand-picked for a given situation.
It focuses on; Corrective and Adaptive Maintenance, Preventive Maintenance e.g.
Failure-Mode Analysis, Health Checks, Applications Monitoring, Perfective Maintenance, e.g. “Shift Left”, “Swift Sustain”, Volatility Analyser, iTrap, performance tuning, code quality enhancement etc.
We have developed the Capgemini Lean Foundations (CLF) , as part of the Continuous
Improvement Framework that is built on ten key principles:
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Voice of Client is a set of principles to collaborate with the client based on KANO
Model;
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Leadership engagement refers to Lean Management behaviours that empowers employees and help understand the situation clearly;
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Skills Management is based on a 5-step process to align client demand, team skills and availability;
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Organisation flexibility is a set of best practices to break silos and define clear roles and responsibilities;
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Flow Management manages the value stream end-to-end;
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G-Cloud service definitions

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Ops Meeting Framework is a closed-loop communication setup;
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Visual Management – Standard boards for visual effect of CLF;
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Operations Dashboard for measuring performance for CSIP;
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Continuous Improvement:12 step process to develop CI capability.
The Capgemini Application Management Service Transformation Model is being developed based on our experience in working collaborative ly with our client’s to evolve and mature their IT support services, to have greater alignment and integration with their business, thus enabling all our clients to leverage this capability in a standard, repeatable approach.
The key themes of the Application Management Service Transformation Model are stabilisation, rationalisation, renovation, modernisation and harmonisation with the business.
The approach we take, in collaboration with our client, is to:
A. Assess maturity of IT and key business processes based on CMMI, Capability
Maturity Model Integration.
B. Identify candidate opportunities utilising LEAN Foundations and / or Six Sigma.
C. Build and deliver a Transformation Roadmap around our five key themes: o Stabilisation – transition, measurement, monitoring and initial analysis period
(WARP, Failure Mode Analysis), Agree how to measure business impact; o Rationalisation – delivering the quick wins to reduce incident volumes, problem and route cause analysis and efficiency improvements, identify key business impacting issues; o Renovation - Application code analysis utilising tools such as CAST and streamlining to improve cycle times, effectiveness and efficiency. Agree candidates for modernisation based areas of high impact to business; o Modernisation - Application upgrades, replacements, retirement, re-platforming.
Identify and propose business impact KPI’s / metrics; o Harmonisation - Align IT assets to business impact KPI’s / metrics. Measure, monitor and report. Business service roadmap development against which continuous improvement will be delivered for the ongoing service.
Capgemini uses the WARP (Wide-angle Application Rationalisation Programme) methodology to develop portfolio optimisation strategies and to identify opportunities to rationalise, consolidate and transform the application and infrastructure portfolio.
The WARP approach delivers a “To-be” rationalisation design, a business case and a transformation roadmap for further action. The approach uses a combination of on-site
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G-Cloud service definitions

consultancy and architecture with highly industrialised data scans, which can be supported by an offshore Centre of Excellence, if appropriate. A WARP project consists of 6 streams of work covering IT processes, architecture, business processes, business case, change planning and application analysis.
The transformation roadmap will identify a series of projects that are costed and have a high-level solution design. Typically, application transformations will be a combination of the following eight treatments:
Our clients benefit from Capgemini’s broad and deep experience of application rationalisation projects. The approaches and concepts in the WARP methodology have been used with dozens of clients globally.
As the Digital and Cloud revolution continues, the lack of a seamless, friction-free approach to integration is impacting many organisations. With pockets of new technology and externally-provided services being adopted by organisations to reduce costs and
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G-Cloud service definitions

improve agility, the result is migration towards what we call
“an extended enterprise IT landscape” . Organisations will operate in diverse, hybrid environments in which some enterprise components reside outside the firewall. As a result, there is a need for a dynamic approach to integration that goes beyond traditional systems integration.
Capgemini’s approach to integration brings together a number of proven and classleading tools, techniques and assets to transform a client’s use of systems and services bo th within and outside the organisation’s firewall.
Despite their drawbacks, traditional approaches do offer established IT disciplines in terms of IT policies, governance, systems and service management and monitoring, and security and identity management. Based on our own large-scale deployments of cloudbased solutions, our approach combines these enterprise disciplines with agile development practices and a focus on return on investment. We have found that key factors in successful integration projects are:
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Focus on integrating cloud services into existing business processes including management, monitoring and security – to meet service expectations;
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Investing in ensuring transactional integrity around commoditised cloud services that cannot be easily tailored or monitored;
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Applying the same controls that you would adopt in your own data centre – service management, scalability, licensing and so on;
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Identifying and planning the management of new risks including data risks associated with global cloud platforms and security risks arising from the way users interact with cloud applications;
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Modifying the management approach: the extended ecosystems associated with cloud require new skills and working patterns, plus a more sophisticated approach to management;
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Keeping track of important data and who is using it in the extended environment.
Capgemini have developed a flexible approach to managing legacy applications based on the premise that ‘one size does not fit all’. We have eight treatments for legacy supported by the reuse of globally derived processes, templates and tools:
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Sustain – this involves putting in place the optimal model to help support the current legacy. This approach uses tools that explore the legacy code so as to maximise the effectiveness and quality of application support – making support far more agile;
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Re-platform – this is moving to more cost effective and functionally enhanced versions of hardware and/or Operating Systems. This treatment includes virtualisation and the move of server based applications to mainframe, where appropriate;
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Decommission – all non-critical hardware and software is switched off. The key here is to confirm that access to archive data meets for instance audit requirements but does not require the maintenance of the original systems to access it;
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Remediate – is where parts of the legacy application are identified as key assets to be retained and improved or to be replaced. Examples of this include making legacy
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G-Cloud service definitions

applications support multiple hand-held mobile devices (rather than being locked into one make/model) and support for access by web based applications. A proven and robust approach allows the identification of the code that needs to be remediated and its connections to the rest of the legacy code. When needed, the parts of the application that require modernisation can then effectively be carved out;
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Consolidate – is where duplicated functionality is removed, this is often the case either as part of a merger or where there are large numbers of duplicate legacy applications across the business;
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Extend/Enhance – is where bolt-ons to existing legacy are built/developed to allow it to perform extra functionality. The use of a robust tooling approach allows for the design of the optimal extension whilst effectively leveraging legacy assets;
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Migration – is where tools are used to automatically move the code from an out of date technology to a more modern one. This is typically employed when skill sets for a particular technology are dying out and there is an ever decreasing (and expensive) resource pool to draw upon;
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Replace – is where tools are used to mine the existing legacy for the key business rules that have been built up over the years so that it can be replicated in new systems or packages. This is often referred to as “the crown jewels” and represents the intellectual competitive advantage. The depth of this embedded Intellectual
Capability in the form of knowledge, know-how and IP is often hard to gauge but we tend to find that it is always far in excess of what clients believe it is, often becoming hidden (and sometimes forgotten) in the midst of their legacy estates.
Our approach to legacy application modernization and migration is called AL2
(Application Legacy Lifecycle). Its objective is to unlock the power of the investments made over the years in business-critical legacy applications and assure continuous improvement at predictable, industrialized cost. It is designed to lower the total costs of legacy solutions, reduce time-to-market and deliver greater business agility. AL2 projects use powerful application analysis tools, effective application management techniques and the treatments described above to modernize applications while retaining the knowledge that has been invested in them over time.
G-Cloud service definitions
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Application Services from Capgemini enable customers to derive business benefits beyond simply running existing services at a lower cost. Companies rely on IT not only to reduce costs, but to add value to thei r business. Capgemini’s clients benefit from our unparalleled public sector experience and our deep expertise in application development and application management. Our Application Services enable clients to benefit from a cost-effective and efficient IT estate, while retaining the headroom needed to innovate and add value to the business:
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Reduced Total Cost of Ownership (TCO) as a result of resource mutualisation, the increased productivity delivered through tools standardisation and volume reduction gained through transformational service improvement;
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Ease of Start: A faster and smoother start with ready processes, templates and resources that reduces the risk of transition to a new service;
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Access: Easy access to a larger capability pool and better adaption of evolving technology products;
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Flexibility: in resourcing, from fractional FTEs to quick ramp-up and ramp-down;
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Target architecture, and processes to jump start and accelerate changes to IT systems landscape ensuring a faster time to market for applications deployments with a joint focus on innovation and risk reduction;
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Improvement in service quality through the use of Lean Foundations and to deliver process efficiency and service performance improvements.
Capgemini’s Application Services is a broad portfolio of services and capabilities used to help clients address their critical business needs. Our collaborative approach to tailoring and combining these services for each client means we can offer standard service delivery without compromising our reputation for flexibility and customer orientation. To this end, services in our portfolio can in most cases be acquired and tailored individually, bundled, or as part of pre-packaged business solutions.
Capgemini can provide individual application consulting, application development, application management, application support and service transformation services. A scope of the individual services to be provided will need to be discussed and ordered through the G-cloud.
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G-Cloud service definitions

Please refer to individual SFIA Rate Cards for pricing information. Capgemini would also be pleased to discuss any requirements for fixed price proposals based on an agreed scope of work.
Where required, Capgemini can provide experienced consultants and deliver application services, (including AM2 / AM 2 ) from our overseas delivery centres and Industrialised
Managed Services Centres (IMSC) at reduced rates.
Capgemini has worked with many clients with stringent information assurance requirements and we can provide services cleared to Impact Level 3 and above.
Capgemini personnel can be cleared to SC and DV level as required.
[Standard]
[Standard]
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There is no free trial service available for this offer.
For further information on our Application Services solutions, please contact: publicsector.opps.uk@capgemini.com
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G-Cloud service definitions

The following information is provided for the avoidance of doubt: the Impact Level (IL) at which the G-Cloud
Service is accredited to hold and process information; which department granted this accreditation or pan-government accreditation; the G-Cloud Service is not currently accredited early state and also indicate the target Impact
Level (IL) at which you believe the G-Cloud
Service is able to hold and process information; whether you hold a suitably scoped ISO27001 certificate for this G-Cloud Service;
Service constraints (e.g. maintenance windows, level of customisation permitted, schedule for deprecation of functionality/features etc.);
(extraction etc.);
Service Levels (e.g. performance, availability, support hours, severity definitions etc.);
Financial recompense model for not meeting service levels;
Training;
Please see above;
Not applicable;
Not applicable;
If this G-Cloud Service is not eligible for accreditation (i.e. IL0 services and most Lot 4
Specialist cloud services that do not include infrastructure, platform, or software) then indicate the Impact Level (IL) for information which you believe the G-Cloud Service may be used to process that information;
On-boarding and Off-boarding processes/scope etc;
Pricing (including unit prices, volume discounts (if any), data extraction etc.);
Service management details;
Capgemini holds a valid ISO27001 certificate covering our data centres and some secure offices. Please see supporting documentation;
Please see above;
Not applicable;
Please see above;
Where applicable, Capgemini would expect to discuss any Service Management requirements with the client on an individual basis prior to purchase;
Where applicable, Capgemini would expect to discuss any Service Constraints with the client on an individual basis prior to purchase;
Where applicable, Capgemini would expect to discuss any Service Levels required with the client on an individual basis prior to purchase;
Where applicable, Capgemini would expect to discuss any Financial Recompense
Models required with the client on an individual basis prior to purchase;
Training is provided only where this is offered as a discrete service;
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G-Cloud service definitions

Ordering and invoicing process;
Termination terms;
Data restoration / service migration;
Consumer responsibilities;
Technical requirements (service dependencies and detailed technical interfaces, e.g. client side requirements, bandwidth/latency requirements etc.);
Details of any trial service available;
Please see above;
Please see above;
Not applicable
Where applicable, Capgemini would expect to discuss any Consumer Responsibilities with the client on an individual basis prior to purchase;
Where applicable, Capgemini would expect to discuss any Technical Requirements with the client on an individual basis prior to purchase;
No trial service is available for the services above;
G-Cloud service definitions
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