Grants Integrated Solution Template (GIST)–
CRM Grants Management
•
Lot 3: Software as a Service
REFERENCE NUMBER: RM1577 ii
The contents of this document are the sole and exclusive property of Tech
Mahindra. They may not be disclosed to any third party, copied or reproduced in
any form or used for any purpose, other than that for which they were provided,
without the express permission of Tech Mahindra. All other company, product
names, logos and brands are trademarks of their respective owners.
Copyright © 2012
SAP CRM GIST Service Definition
Glossary of Terms
CRM
Customer Relationship Management
GMS
Grants Management System
GIST
Grants Integrated Solution Template
UI
User Interface
RICEFW
Reports, Interface, Conversion, Forms, Workflow
Service Definition-GIST
Ver0.2
Page 1-2
SAP CRM GIST Service Definition
Icons
Icon
Meaning
Attention
Example
Note
Recommendation
Service Definition-GIST
Ver0.2
Page 1-3
SAP CRM GIST Service Definition
Statement of Confidentiality
This Documentation is the proprietary information of Tech Mahindra (TECH M).
This documentation is confidential. It may only be distributed by Tech Mahindra. It must not be copied,
distributed, or reproduced, in whole or in part, by any process, without the express written consent of
Tech Mahindra.
The information provided in this GIST Service Definition document and the Award Questionnaire.xls
(Attachment 5) is indicative and would be finalized during the contract agreement stage based on the
specific services to be provisioned.
Service Definition-GIST
Ver0.2
Page 1-4
SAP CRM GIST Service Definition
Table of Contents
1
Overview of G-Cloud GIST Service (SaaS) ............................................................................. 1-6
2
Information Assurance ................................................................................................................ 2-8
3
Backup/restore and Disaster recovery .................................................................................... 3-8
4
GIST - Cloud Deployment Models............................................................................................. 4-9
5
On- boarding and Off-Boarding Process / Data Extraction ............................................... 5-9
6
Pricing and Commercials.......................................................................................................... 6-10
7
Service Management/ Deployment Methodology ............................................................... 7-11
8
GIST Service Constraints/ Scope/ Support Boundaries ................................................... 8-12
9
Service Levels and Support ..................................................................................................... 9-13
10
Financial Recompense model ........................................................................................... 10-13
11
Training .................................................................................................................................... 11-13
12
Ordering and invoicing process ....................................................................................... 12-14
13
Termination Terms................................................................................................................ 13-14
14
Data restoration / Service Migration ................................................................................ 14-14
15
Consumer Responsibilities ................................................................................................ 15-15
16
User Service Access ............................................................................................................ 16-15
17
Technical Requirements / GIST Interface Touch Points ............................................. 17-16
18
Trial Services.......................................................................................................................... 18-16
Service Definition-GIST
Ver0.2
Page 1-5
SAP CRM GIST Service Definition
1
Overview of G-Cloud GIST Service (SaaS)
Grantor organizations and agencies in government are looking at integrated systems which can provide
an end-to-end solution for Grants Management processes .These systems enable Government agencies
to focus on their core business rather than systems and integration processes.
GIST™ (Grant Integrated Solution Template) is a pre-configured solution which can be implemented
quickly and efficiently. It has been developed to address the end-to-end Grantor Management process,
right from Grants Program Preparation to Grants Disbursement and Administration. The solution called
GIST is based on SAP CRM, which is a globally acclaimed leading, robust COTS (Commercial, off-theshelf) software.
TECH M GIST Framework
Based on an Accelerated Delivery Model of Tech Mahindra, the solution delivers a number of out- ofthe-box functionalities for ‘Grants Management’. It is flexible enough to incorporate customized
requirements of workflows and UI enhancements. It delivers certain pre-built alerts and notifications,
along with workflows to support the Grants Management process, as per the industry’s best practices.
Built on SAP platform, the solution offers scalability and flexibility to suit unique & varied requirements
of every organization. GIST™ can be integrated with both SAP and non-SAP based system landscapes.
Service Definition-GIST
Ver0.2
Page 1-6
SAP CRM GIST Service Definition
Some of the compelling benefits of adopting GIST are:










Shorter Time to Value
Pre-configured, end-to-end integrated Grants Management functionalities
Flexibility to incorporate custom requirements
Capabilities to integrate with web-portals and BW analytics
Built in Plug-ins for SAP ECC Financial integration
Scalable to business needs and processes
Pre-identified set of standardized functionalities
Built on Robust SAP platform
Web-based UI for business users with easy personalization
Ease of integration with 3rd party legacy environment
GIST includes a pre-configured Grants Management system built on SAP CRM platform. It delivers outof-the-box integrated functionalities for Grants Program, Grants Application & Assessment, Grants
Agreement, Grants disbursement (requires SAP ECC for Financial Execution) as well as Case
Management. It includes all the codes, configurations, custom enhancements, alerts and workflows that
need to be ‘implemented’ on to a vanilla SAP CRM platform to ‘activate’ Grants Management processes.
Depending on the version of GIST, there are numerous ‘differentiators’ and ‘functionalities’ that are
included. It is also likely that there can be optional components like ‘GEMS (Grants Enterprise Mobility
Solution)’ available to selective customers that procure/implement GIST.
GIST Supported Functionalities
GIST supports the following Grants Functionalities:
 Grants Program Management
 Grants Application Management
 Grants Application Assessment and Approval
 Risk Record Assessment
 Ministry Decision Management
 Grant Offer Letter Management
 Grants Agreement Management
 Claims Management
 *Grants Disbursement (One Time, Claim based, Holdback and Advance Payment)
 *Grants Payment Recovery
 Integrated Case Management
 Grantee Registration
* Requires SAP ECC AP/AR or PSCD Financial integration.
Service Definition-GIST
Ver0.2
Page 1-7
SAP CRM GIST Service Definition
2
Information Assurance
TECH M proposes its GIST application for SaaS Lot 3. This service would qualify under Impact Level 0-2.
Also GIST is based on SAP’s robust Platform wherein SAP quality management systems have been
certified according to requirements specified in the ISO 9001 standard. SAP IT, in addition, is certified
according to the requirements specified in ISO 27001.
For additional details, refer: http://www.sap.com/solutions/quality/iso9001.epx
Moreover, TECH M has a proven track record
in managed hosting for enterprise application
in highly complex environments. TECH M has
hosting centers (Datacenters) across the globe
serving to meet global and local standards for
its customers. The hosting centers are
certified by ISO 27001 , ISO2000 , SAS Type 2 ,
SOX and any other customer hosting
compliance specific to meet the industry standards.
3
Backup/restore and Disaster recovery
Tech Mahindra has been in the forefront in designing High Availability solutions for hosted customers to
meet their business and end user requirements. The
Data Centers can provide Active/Active or
Active/Passive models. These span from intra city, inter
city and intercontinental models for Disaster Recovery.
There are various alternatives available to provide
Disaster recovery (DR) services to our clients, including
internal solutions, commercial hot-site service. It is
generally accepted that the lower the RTO/RPO the
greater the cost of any DR solution.
Service Definition-GIST
Ver0.2
Page 3-8
SAP CRM GIST Service Definition
4
GIST - Cloud Deployment Models
GIST is flexible in its deployment model and can support the following modes:
System Landscape
SAP CRM 7.0 EhP1 or higher



Deployment Models
Supported
5
Public Cloud
Private Cloud
Hybrid Cloud
On- boarding and Off-Boarding Process / Data Extraction
GIST Framework based on SAP Platform provides flexible yet robust Data extraction and migration tools
and processes. The LSMW Workbench is a tool that supports the transfer of data from non-SAP systems
(“Legacy Systems”) to SAP systems. This can be a one-time transfer as well as a periodic one. LSMW also
supports conversion of data of the legacy system in numerous ways. The data can then be imported into
the SAP system via batch input, direct input, BAPIs or IDocs.
Migration flow
The diagram below provides an indicative view of the data migration context and scope. The data
migration comprises multiple data sources and is driven by the business requirements customized for
various Government agencies. The complete and detailed on-boarding and off boarding process would
be defined during the contractual agreement phase.
Legacy
Sys tem
Validation
As Is
Data
Extract
SAP CRM
(GIST)
Reconciliation
Manual
Data Input
Service Definition-GIST
Consolidation &
data cleansing
Conversion
Rules &
Mapping
Load
Program
File
Conversion
Manual Data
Creation /
Collection
Ver0.2
Page 5-9
SAP CRM GIST Service Definition
TECH M shall work along with the customer to ensure the following:



Returning all consumer generated data
Adopt the SAP proven technology / extraction mechanism
Purge/ destroy consumer data from any computers, storage devices and storage media that are
to be retained by the Supplier after the end of the subscription period (as per security
accreditation)
In addition, TECH M offers “Cloud Migration Services” such as:
• Migration Assessment and Planning
• Migrating on-premise applications to Cloud (IaaS, PaaS)
• Creating hybrid clouds: cloud-cloud and cloud-on premise
6
Pricing and Commercials
TECH M follows a flexible Pricing Model for its GIST Cloud offering based on various factors such as:



Minimum number of users for GIST
Services Provisioned under GIST
Deployment Model (Public/ Private/Hybrid)
The pricing unit can be flexibly based on:



Per user/month basis
Per Transaction basis
Per Grant Program basis
An indicative (ballpark) pricing rate has been mentioned in the Award Questionnaire based on per user
per month basis. The pricing rates would depend on minimum number of users, services to be
provisioned and would be finalized during contractual agreement phase.
The minimum contract period would be for a year; however other options can be formalized during
contract negotiation phase.
Service Definition-GIST
Ver0.2
Page 6-10
SAP CRM GIST Service Definition
7
Service Management/ Deployment Methodology
TECH M follows a structured 5 step approach to ensure quick and customized provisioning of services.
5
4
1
Maintain Masters
Run Consistency Checks
3
2
Adapt / Enhance GIST
Activate in Target System
Check System Readiness
Deployment Step
1. Check
System
Readiness
Description
Below Readiness Checks Performed on Target CRM
System
Output/ Deliverable

Assessment Report
of System Readiness

Basis Set Up and Installation for SAP CRM

Middleware configuration

Existing Master Data Set Up
2. Activate
GIST in
Target

GIST would be activated and deployed in CRM
System

GIST Deployed

CRM Tables updated

Activation would enable GIST configuration
and database tables would get updated

New Transport
Request of GIST
activation generated
3. Run
Consistency
Checks

Post Activation Consistency Check would be
performed to avoid any configuration conflicts


SPRO configuration would be checked for the
activated GIST
Configuration Check
report post GIST
deployment
4. Maintain
Masters

CRM Grants Masters and related configuration
would be manually maintained by Client’s
Master Data Team

All requisite GIST
Masters are
maintained in Target
system
Service Definition-GIST
Ver0.2
Page 7-11
SAP CRM GIST Service Definition
5. Adapt/
Enhance
GIST
Pre-Requisites
8

Based on specific requirements, GIST can be
further enhanced as per Client’s business
process

RICEFW/ other processes beyound GIST
framework would be considered as Change
Request

Installation and Basis set up for SAP CRM 7.0
is completed prior to GIST Deployment

Middleware and related configuration is already
set up

Additional
configuration/
enhancement doc
(Functional/
Technical Specs)

System enhanced
beyond GIST
Framework

CRM System
available for Unit
Testing
GIST Service Constraints/ Scope/ Support Boundaries
The following Business Processes and related functionalities have been covered under GIST Services.
TECH M shall work with its customers to incorporate any additional functionality or services which can
be custom build for UK Government Organizations.
Sr. No.
Business Process
1.
Grantor Organization Model
2.
Applicant / Grantee Account Management
3.
Grantor Program Management
4.
Grants Application Management
5.
Grants Agreement Management
6.
Change Request Management
7.
System Alerts
8.
Customized Business Roles for Grantor employees (Authorization based)
9.
Workflows for Grant Agreement
Service Definition-GIST
Ver0.2
Page 8-12
SAP CRM GIST Service Definition
9
Service Levels and Support
GIST is based on SAP CRM, which is a globally acclaimed leading, robust COTS (Commercial, off-theshelf) software. This template has been successfully deployed for a Government Organization and can
be custom built as per requirements.
Service Level agreement, service metrics and expected performance (response speed, uptime etc) would
be based on multiple factors and can be defined for customers based on their unique requirements.
TECH M as an additional charged service can provide help desk support (phone and email based) to
assist users for GIST services. The help desk support can be based on SAP CRM Interaction Center with
Email Response Management System to support internal and external users.
10 Financial Recompense model
Financial recompense and terms shall be defined during contract phase based on the service level
agreements and services provisioned.
11 Training
TECH M’s GIST framework suite includes set of accelerators and tools that enable users to quickly adapt
to GIST services. As part of service offering, we provide detailed User Guide and Training Plan for users.
Service Definition-GIST
Ver0.2
Page 11-13
SAP CRM GIST Service Definition
12 Ordering and invoicing process
TECH M follows as flexible Ordering and invoicing process to suit the customer. This shall be defined
during contractual agreement phase.
Also, the time required for provisioning and de-provisioning would depend on functionalities to be used
e.g. bespoke workflows; forms would need to be custom built while standard GIST functionalities would
be immediately available on GIST activation.
13 Termination Terms
Service Termination conditions would be defined with the customer during the finalization of
contractual agreement.
14 Data restoration / Service Migration
TECH M offers specialized services for “Cloud Infrastructure Services “and “Cloud Migration Services”.
Cloud Migration Services would include:



Migration Assessment and Planning
Migrating on-premise applications to Cloud (IaaS, PaaS)
Creating hybrid clouds: cloud-cloud and cloud-on premise
Cloud Infrastructure Services would include:




Virtualization services spanning Desktop, Server and Storage
Setting up Enterprise Private and Hybrid Clouds – on-premise; off-premise hosted; 3rd party
Cloud based services for MS Exchange, Security, Backup & DR, Portal and
Content Management
For additional details, refer: http://www.mahindrasatyam.com/IT-services/cloud-computing/cloudmigration-services.asp
Service Definition-GIST
Ver0.2
Page 14-14
SAP CRM GIST Service Definition
15 Consumer Responsibilities
The table below provides an indicative responsibility Matrix for a typical GIST SaaS Model. A detailed
plan would be later designed based on the services to be provisioned and deployment model.
Sr.
No.
1.
2.
Activity
System
Readiness
Business Process
Scope Definition
Sub-Activity
SAP Basis Set Up and Installation for SAP
CRM
Middleware /Interface configuration (for
SAP ECC integration)
Supplier
Consumer
Responsibility Responsibility
Yes
--Yes
---
GMS Service definition scoping including GAP
identification
Yes
Yes
Sign Off on Scope Document
---
Yes
3.
GIST Activation
GIST would be activated and deployed in CRM
System.
Yes
---
4.
Consistency
Checks
Post Activation Consistency Check would be
performed to avoid any configuration conflicts
Yes
---
5.
Master Data
Maintenance
CRM Grants Masters data maintenance
---
Yes
6.
Service
Realization
SPRO configuration/ Enhancements would be
checked/ executed for the activated GIST
Yes
---
7.
Testing of
Services
Unit Testing
Yes
---
Integration Testing
Yes
Yes
Stress and Performance Testing
Yes
Yes
User Acceptance Testing
---
Yes
Core Team Training
Yes
---
End User Training
---
Yes
8.
Training
9.
Cutover
Migrate Legacy Data and Transport into
Production landscape
Yes
Yes
10.
Service Go-Live
and Support
Post Go-live support
Yes
---
On-going Support
---
Yes
16 User Service Access
Grants Management processes shall typically involve 2 types of users: ‘Grantor’ and ‘Grantees’. GIST
includes Web User Interface specifically designed for each type of business partner involved.
Grantee UI : GIST UI for Grantees would be a SAP Portal application which includes Role based screens
for performing Grantee functionalities such as Application Form submission etc.
Service Definition-GIST
Ver0.2
Page 16-15
SAP CRM GIST Service Definition
Grantor UI: Grantor Users shall access the Grants services using a SAP Web UI (User Interface) which
would be customized based on specific business roles.
17 Technical Requirements / GIST Interface Touch Points
GIST framework is designed to meet the requirements of Public Sector organizations that fund Grant
Programs. A typical GMS cycle is split into an ERP part and a Customer Relationship Management (CRM)
part.
The ERP part focuses on financial execution using Public Sector Collection and Disbursement (PSCD)
and/or the Accounts Payable/Accounts Receivable (AP/AR). The Funds Management (FM) component is
optional and can be used for budget purposes.
SAP CRM System

SAP CRM 7.0 EhP1 (* higher)
Industry-Specific Solutions Public
Sector
Other SAP Systems

ERP 2005 Enhancement Pack 3 (* higher) –
Vertical stack “Public Sector Accounting“
Financial Accounting General Ledger
Public Sector Collection & Disbursement (PSCD) or
Accounts Payable/Accounts Receivable
Funds Management (Optional)
 SAP BW

SAP NW Portal
Although the GIST set is in-built with specific ECC Plug-Ins that provides an extension for SAP ECC
integration, all the necessary Middleware and ECC Configuration activities required for GMS integration
have to be executed additionally in both system.
Any additional Thin Client/ other software applications required will be based on the services
provisioned and would be determined during the contract agreement phase. GIST also offers its Mobility
solution (GEMS – Grants Enabled Mobility Solutions) at an additional charge.
18
Trial Services
An Online demo of GIST can be set up for users to understand the feature capability of the solution.
Service Definition-GIST
Ver0.2
Page 18-16