Workware™ Service Definition
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CONTENTS Service Overview - Functional ........................................................................ 5 Introduction............................................................................................................................ 5 Workware ............................................................................................................................... 5 About Workware............................................................................................................................................ 5 Summary of Functionality .............................................................................................................................. 6
Service Overview – Non functional ................................................................ 8 Application Security ............................................................................................................... 8 Authentication ............................................................................................................................................... 8 Role based security ........................................................................................................................................ 9 SQL injection attack ....................................................................................................................................... 9 Session management ..................................................................................................................................... 9
Development and technology ................................................................................................ 9 Data Integrity.......................................................................................................................... 9 Secure communications ................................................................................................................................. 9 Separation of client data .............................................................................................................................. 10
Security Overview ................................................................................................................ 10 Data Centres ................................................................................................................................................ 10 Firewalls ....................................................................................................................................................... 10 Physical security ........................................................................................................................................... 10 Servers ......................................................................................................................................................... 10 Monitoring and network protection ............................................................................................................ 11 Penetration testing ...................................................................................................................................... 11
Software Releases/Roadmap ............................................................................................... 11
Technical Requirements ............................................................................... 11 Information Assurance................................................................................. 12 Back-up/Restore and Disaster Recovery ...................................................... 12 Backups ................................................................................................................................ 12 Disaster Recovery ................................................................................................................. 13 DR Technology overview .............................................................................................................................. 13
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On-boarding and Off-boarding processes ..................................................... 13 On-boarding ......................................................................................................................... 13 Off-boarding ......................................................................................................................... 13
Data restoration / service migration ............................................................ 13 Data Restoration .......................................................................................................................................... 13 Service Migration ......................................................................................................................................... 14
Service management ................................................................................... 14 Account Management .......................................................................................................... 14 Service Monitoring ............................................................................................................... 14 Service Desk ......................................................................................................................... 14 Hours of support .......................................................................................................................................... 14
Service Levels ....................................................................................................................... 14 Support ........................................................................................................................................................ 14 Availability .................................................................................................................................................... 15
Service constraints ....................................................................................... 15 Maintenance windows ................................................................................................................................. 15 Service exclusions ........................................................................................................................................ 15
Service Level Penalty Regime ....................................................................... 15 Consumer Responsibilities ........................................................................... 16 Pricing.......................................................................................................... 17 VAT ....................................................................................................................................... 17
Indexation ................................................................................................... 17 Trial Service ................................................................................................. 18 Ordering and Invoicing Process .................................................................... 18 Termination Terms ...................................................................................... 18
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VERSION HISTORY Version
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Service Overview - Functional Introduction AOM is an innovative approach to operations management, focusing front-line managers and their staff on the achievement of quality and service levels at the optimum cost. AOM transforms the typical top-down, datadriven, command-and-control management style into a collaborative, method-driven, bottom-up culture, where good decisions are made daily at the heart of the operation. Primarily, AOM drives fundamental and lasting change in management behaviours. It achieves this by concentrating on three aspects: Method, Skills and Tools. These are introduced to your organisation through a structured 12–16 week implementation programme. Workware supports the introduction of this management method by providing full-cycle support for capacity planning and operational performance reporting. Through the collection of workload and performance data, and through the use of Workware’s planning and reporting capabilities, Workware helps users to: Forecast future work loads Plan how to meet the demand of future workloads. Identify opportunities for when additional activities can take place. Monitor and improve the performance of individuals, teams and departments. Continuously improve through review actual performance against plan performance. Review performance and workload trends to help identify future resourcing requirements and improvement initiatives. Workware is a web-based application that is provided by AOMi on a software-as-a-service basis. Users need only have internet access via a supported web-browser.
Workware About Workware Workware is a SaaS-delivered application that supports the introduction of the AOM management method by providing full-cycle support for capacity planning and operational performance reporting. Workware is used by major organisations from Financial Services to the Public sector.
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Summary of Functionality System Area Administration
Worklog (production data capture)
Description of Functionality Workware provides Administration functions which allow users to configure and maintain the application via the user-interface. This functionality includes: Creation of tasks, teams, departments and other objects Maintenance of relationships between objects (organisation hierarchy, team-task associations, etc) User account and user-role management System-wide configuration options The Worklog section of the application provides the capability to capture production data, including: Volumes of Work Received - per task Volumes of work outstanding (Work In Progress [WIP]) – per task Staff-member work records: o Volumes of work completed – per task o Time spent on non core activities – per task o Downtime (e.g. sick leave) – per category o Working time data (working hours, annual leave, loaned/borrow time, flexitime, overtime) o Quality sample sizes and checking results – per task o Service standard adherence results – per task A number of methods of collecting the above data are provided by Workware: Manual keying, either on behalf of a whole team or individuals entering their own data Spreadsheet upload – either individually or for the full team Import from Workware Connect – data can be loaded directly to the Worklog from any source system via the Workware Connect integration tool Import from Workware RTM – data can be loaded to the Workware Worklog directly from the Workware RTM module. The Worklog allows descriptive notes to be attached to any item of data. These notes can be used to explain features or anomalies of the data. The notes are visible in the Worklog section of the application and are also shown in all reports where the data item is shown.
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System Area Planning
Control
Description of Functionality The Workware planning tool, provides the ability for users to create capacity plans for any team or organisational entity (department, business unit, division, etc). The planning tool allows users to: Forecast/plan all variables necessary for capacity planning: o Volumes of core work (received, planned for processing, outstanding) o Time to be spent on non core work o Resource availability and effectiveness Analyse historic data held in Workware to assist with forecasting Balance the capacity plan – i.e. ensure that the planned work matches the available resource capacity Plan for a wide range of time horizons as required by the business Aggregate plans from lower levels of the organisation hierarchy to create plans for higher levels in the hierarchy Automatically create plans based on planning assumptions saved in an existing plan Provide daily work plans for individual staff members The Control section of Workware provides a range of reports which allow managers to analyse planned work output/performance against actual output/performance. The reports provide a range of different presentations of this data from visual dashboards to detailed data-sheets. Features of all of the reports in this section include: Can be run for any level of the organisation hierarchy (from staff member through to the highest level of the organisation) Extensive drill-down functions allowing users to query the data at a more detailed level (e.g. expand a report category to view the data by task) A wide range of user-defined parameters to determine the scope of the report Printing and export to Microsoft Excel The ability to add/review explanatory notes placed against any data item All data can be shown in a range of reporting units relevant to the data type. For example all data relating to Core Work can be seen as volumes or time (hours/minutes/FTE) based the task’s defined standard-time Charting tools allow users to create charts from any data shown in the reports. The reports include data of the following types: Core Task work-flow data – received, processed, outstanding Diverted (non core work) time Resources consumed – contracted hours, annual leave, loan/borrow, overtime, temporary staff, flexitime, etc Performance – productivity, utilisation, complex productivity, total productivity, error rate, service performance All of the above data is provided as planned and actual figures
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System Area Report
Description of Functionality The Report section of the application provides reports on a variety of Workware data. Whilst the Control section provides reports which compare planned data against actual data, the Report section focuses only on actual data. Production reports provide flexible (any time period, any organisational level) access to all production data recorded in the Workware Worklog. The features of the Control reports (above) also apply to these reports. Skills reports allow managers to record the skills of their team members against the tasks recorded in Workware. Notes reports allow users to query the database of descriptive notes which can be recorded via the Worklog or in any report.
Miscellaneous Features
Export facilities allow all of the data in a production report to be extracted into Microsoft XL for further analysis. Workware features an extensive online help system which includes content on both the use of Workware and also background on the AOM methodology.
Service Overview – Non functional Application Security Authentication Workware uses Database authentication, where user details are verified against the user’s credentials stored in the database. Passwords requirements are: Length must be between 8 and 15 characters Must contain at least one of each of; lower case letters, upper case letters, numbers and nonalphanumeric characters In addition, password functionality also includes:
Password entry is masked at logon Force password change at logon function when creating or maintaining user account User password expiry notification Password history, preventing users from reusing passwords Configurable password aging.
Unsuccessful logon attempts are also recorded.
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Role based security The Workware application has a granular role based security system, which allows user account permissions to be controlled down to the functional activity level. The organisational span (teams and departments) with which the user can interact is also controlled by the role-based security. Workware security settings are automatically inherited by RTM and AOM Analytics, Workware provides a predefined set of roles and clients can configure these and further roles as and when required.
SQL injection attack All free form text fields within Workware have SQL injection attack detection and rejection functionality. This functionality was developed by AOMi using recommendations from Microsoft.
Session management Workware uses IIS to provide session security management, with each having its own individual timeout limitation. Workware will timeout unused or abandoned sessions. This timeout period can be configured at the system level.
Development and technology AOMi has been developing the Workware software in-house for over 10 years. Initially starting as a complex spread sheet it soon developed to a ‘Thick Client’ version (2.5) before moving to a web enabled application in 2005 (v5.0) using SQL2000 and .NET 1.1. In 2006 Workware moved to SQL2005 and .NET 2 (v5.1). In 2010 AOMi released Workware 5.2 which was accompanied by a move to SQL2008 and IIS 6. Like previous versions, Workware 5.2 exploits the .NET 2 framework. AOMi’s policy is to keep Workware technologically relevant in the market place and where appropriate use the latest technology to deliver a positive user experience. As such, Workware 5.3 (released in February 2013) uses updated versions of the core technology, namely .NET 4, IIS7 and SQL2008, all running on Windows Sever 2008 64bit. The Service is delivered over the web (or dedicated network if required) and accessed via standard browser technology using open standards.
Data Integrity Secure communications Workware SaaS uses Comodo Elite 2048 bit SSL certificates, with 128/256 bit SSL certificates; RSA with 2048 bit exchange to provide secure HTTP (HTTPS) communication.
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SaaS applications can only be accessed when using HTTPS.
Separation of client data Although clients share physical servers, their data is held within separate databases. In addition, each client has their own installation of the application, with its own client specific URL.
Security Overview Data Centres AOMi uses two geographically disperse lights-out Class 3 Data Centres (DC). The Primary DC is dedicated to Workware Production/Live environments with the Secondary DC hosting User Acceptance Testing (UAT) and Disaster Recovery. The two DCs are connected via a dedicated Advanced Encryption Standard (AES) encrypted 100Megabit Multiprotocol Label Switching (MPLS) link. The Production DC is PCI DSS (Payment Card Industry Data Security Standard) certified.
Firewalls Each DC has a dedicated pair of managed Juniper SSG 140 firewalls in a High Availability configuration which provides external access to the Workware servers and network, as well as internal and inter DC zoning.
Physical security DCs are physically manned and monitored 24x7 by on-site internal and external CCTV, with remote video recording. Vehicle access is via intercom and electronic security gates. Access to the DC is via access control card. Access to the DCs is by advanced agreement only and is restricted to named authorised personnel only. The AOMi SaaS environment is physically separated from other DC clients by a floor to ceiling cage, with card access providing a barrier to unauthorised access. Access to cages, for hands-on support, is restricted to DC authorised employees or authorised repair agents. Proximity access control is used to restrict movement within the DC to authorised areas only.
Servers All servers are supplied by Hewlett-Packard (hp) and are covered by the DC provider, as an hp authorised repair agent, on a 2 hour call-to-fix contract. Database servers utilise local mirrored discs for installation of the Operating System and SQL, with fibre connection to a Storage Area Network (SAN) for database logs, tables, indexes and backups. Web servers also utilise local mirrored discs.
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All servers have access to multiple Network Interface Cards (NICs) to separate internet network traffic from internal backup and management traffic. Servers are covered by Symantec anti-virus, with centralised definitions management and patched to the latest Microsoft security advisory within 48 hours of successful installation and test into the UAT environment. Servers are hardened at the point of build in line with Microsoft best practice, with services and ports reviewed again at the point of server commissioning for production use.
Monitoring and network protection The SaaS environment is monitored to identify threshold breaches, such as memory, CPU, disc utilisation and backup progress. Any breaches are reported back to AOMi Support for action. The DC provider uses a combination of logical and physical network segregation to prevent client services from impacting one another. The DC provider also utilises MessageLabs services to prevent virus, spam, mobile code and other forms of malware from entering the network. In addition, an Active Directory is utilised to ensure all users are authenticated onto the network.
Penetration testing To ensure the SaaS environment delivers the required level of security, AOMi undertakes regular independent internal and external penetration testing, with any security gaps dealt with as part of AOMi’s ISO27001/ISMS Management Committee. External penetration testing is conducted annually.
Software Releases/Roadmap AOMi has a policy of continual product enhancement and development. This typically culminates in 2 to 3 major software releases a year. AOMi are happy to share the product roadmap with clients when requested. All software updates to the service (major functional releases and maintenance releases) are supported by release notes and user guidance documentation which provide details of new, modified and depreciated functionality.
Technical Requirements The service is provided for use in Web browser environment. Supported browsers include:
Microsoft Internet Explorer version 6 or above (Workware v.5.2 and above) supported. Microsoft Internet Explorer version 8 or above is recommended. Google Chrome Mozilla Firefox Safari
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Other browsers may be able to access the service. AOMi applications do not install any software on the desktop environment (other than a temporary cookie for session management), nor do they use ActiveX components. However, they do require the activation of popups for a client-specific URL. Workware requires a PDF reader to be installed on the user’s PC to facilitate printing of reports. Additionally, Workware includes functionality to export and import data in Microsoft Excel format. To utilise this data, Microsoft Excel needs to be installed.
Information Assurance The Service is not currently accredited but the security controls for the service target "PGA IL1/2".
Back-up/Restore and Disaster Recovery Backups Backups are taken in three forms: 1.
System backups A daily incremental backup is taken every day and appended to a weekly full backup. Backups are held on a local disc based backup library which is then replicated to a secondary data centre. These backups are retained for 10 days.
2.
Database backups Database extracts are taken daily and stored on the local server. These are then backed up via the system backup (see above).
3.
Log shipping SQL database logs are transferred on an hourly basis from the Production database servers to database servers in the Secondary DC. These logs are then ‘replayed’, recreating the Production database in the Secondary DC. This reduces the potential data loss timescale from 24 to 1 hour. More details on Log Shipping can be found at http://msdn.microsoft.com/en-us/library/ms187103.aspx.
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Disaster Recovery DR Technology overview AOMi operates Primary and Secondary UK-based data centres (DCs). The Secondary DC, operates as a DR location. The two DCs are geographically separated by a distance of 90 miles and are connected via a dedicated 100Mbit encrypted link to prove a dedicated high speed connection between them. The Secondary DC has identical security to that of the Primary DC. The secondary DC contains standby application and database servers which will utilised in the event of a DR invocation. Application code updates are released to both DCs and the databases are kept synchronised using the backup and log-shipping methods described above. More details of AOMi’s DR invocation criteria and processes can be provided on request.
On-boarding and Off-boarding processes On-boarding Computer based training modules are provided to help users with the use of the Workware system. Additional support is available from our Service Desk. Data requiring migration onto the Workware system can be entered manually into the system, or through the use of Excel templates provided by the system.
Off-boarding Billing for the service is based upon the number of FTE’s that the client is actively managing using the software. Therefore clients can simply stop using the service when they choose. Any data that is held within the service can be provided to the client on request in the form of data extracts. Removal of client data and information from the service will be performed by AOMi within 7 days of receipt of a written request or after six months of non-usage.
Data restoration / service migration Data Restoration We provide a full data back-up and restoration facility as a standard part of the service, in the event of any failure of the service during operation, and can offer a range of back-up and restore options.
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Service Migration To support you migrating on and off the service, we have a standard service On-boarding and Off-boarding facility, which is described more fully in the section above (on-boarding and off-boarding process)
Service management Account Management Each client is assigned a named Account Manager who will schedule service level review meetings on a regular basis and also be the nominated contact for post-implementation strategic support.
Service Monitoring Each client implementation of the service is subject to 24x7x365 monitoring to ensure that the service is operating and available within agreed service levels.
Service Desk AOMi’s service desk is available to named contacts within the client. Service /requests can be submitted by either telephone, email or directly via the Service and Relationship Management (SRM) ticketing system.
Hours of support The service desk operates between 08:30 and 18:00 Monday to Friday excluding all UK public holidays. AOMi operates an out-of-hours support number for Priority 1 & 2 calls.
Service Levels Support
Severity Priority 1
Definition
Support Availability M-F 0830Out of 1800 Hours
Initial response/ request for information
Temporary workaround
1 Hour
24 Hours
30 Business Days
Yes
Yes
2 Hours
48 Hours
60 Business Days
Yes
Yes
Permanent fix
Major Impact Complete loss of service or performance over a sustained period is such that the tool is rendered unusable.
No workaround available Priority 2
High Impact or critical Majority of users are unable to use some aspects of functionality.
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A workaround may be available although performance may be degraded or functionality limited Priority 3
Medium Impact or non-critical Any defect where a workaround is available, but is not Major or High impact
Priority 4
24 Hours
Reasonable and agreed between parties
Reasonable and agreed between parties
Yes
No
48 Hours
Reasonable and agreed between parties
Reasonable and agreed between parties
Yes
No
Low Impact or Change Request Non-functional defects that do not prevent use of the tool. Also Service or Change requests.
Availability The availability target for the service is 99.8%.
Service constraints Maintenance windows Whilst every effort is made to ensure the constant availability of the service, certain maintenance activities, such as software upgrades, may occasionally require a short period of outage. The service architecture enables this to be managed on a client-specific basis and therefore maintenance windows will always be scheduled in advance at a mutually agreed time which will typically be out of core working hours or, in the case of 24 hour operations, at the time of least business impact.
Service exclusions Performance or accessibility issues generated by the client’s infrastructure. Web browser compatibility and configuration issues. Issues caused as a result of client’s policies to web pop-ups, java or use of 3rd party plug-ins
Service Level Penalty Regime 1. Unless the parties agree to the contrary, AOMi will only face liability for not meeting service levels in relation to non delivery of Permanent fixes for defects at Priority Levels 1 & 2 (defined in Service Level section above). 2.
Where AOMi is found to be at fault for loss of service or functionality:
2.1. In relation to a complete loss of service (Priority 1 Defect), Client shall receive a 100% reduction in their licence fee for the period exceeding the timeframe for service restoration.
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2.2. In relation to a significant loss of service functionality (Priority 2 Defect), Client shall receive a 50% reduction in their licence fee for the period exceeding the timeframe for service restoration. 3. For fee rebates amounting to more than 1 working day, the fee reduction will be calculated back to a daily rate by dividing the monthly licence price per FTE by the number of working days in that particular month. The discount will then be applied to the number of FTE impacted multiplied by the number of days. For example, where 100 FTE are subject to complete loss of service for 10 days and the Client is paying £15 per FTE per month (20 working days), the calculation would be as follows: 100% of £15 divided by 20 days multiplied by 10 days multiplied by 100FTE, so £750 in total. 4. For fee payments of less than 1 working day, the fee reduction will be calculated back to an hourly rate by dividing the monthly fee per FTE by the number of working days in the particular month divided by the number of hours in the Client’s standard business day. The discount will then be applied to the number of FTE impacted multiplied by the number of hours affected. 5.
Where a fee reduction is agreed with a Client, this shall only apply:
5.1.
In relation to the number of FTE impacted by the Defect;
5.2.
Where responsibility for fixing the Defect resides with AOMi; and,
5.3. The affected Client has made reasonable efforts to provide all necessary information and assistance as reasonably required by AOMi and has not unduly caused AOMi delay in implementing a Permanent fix, e.g. Client has answered queries raised by AOMi in a timely manner, so that solution can be finalised and deployed.
Consumer Responsibilities Contractual responsibilities of the consumer are defined in the standard Terms and Conditions. Additionally, in order to help AOMi maintain its commitment to providing outstanding customer service, clients are expected to:
Nominate named contacts who are responsible for providing 1st level support internally to the client Log support incidents with AOMi support via these named individuals. Engage with AOMi to schedule, in a timely manner, upgrades to the service
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Pricing The basis for Workware pricing is detailed in the “Workware - Standard Pricing Explanation” document which forms part of the service catalogue submission. Our standard rate card for software usage involves no “upfront” licence fees or hardware costs providing the in-scope FTE have access to a computer and web browser. The cost is therefore entirely linked to use of the software and is invoiced monthly in arrears. Workware software pricing No. of FTE
SaaS pricing*
Min
-
Max
0
-
1,000
£22.50
1,001
-
2,500
£20.10
2,501
-
5,000
£16.20
5,001
-
10,000
£13.20
10,001
-
20,000
£11.50
20,001
+
£10.10
* All prices quoted are per FTE per month and exclusive of VAT The unit price is applied to the total FTE managed in Workware (See FTE Calculation section of this document) across all Contracting Bodies using Workware under the relevant Framework Agreement. All FTE are invoiced at the same price according to the total FTE managed by Workware. For example:
A single HM Government department commences use of the SaaS software for 500FTE. At the end of their trial period, they will be charged £11,250 plus VAT each month (500 FTE x £22.50) Six months later, a second HM Government department commences use of Workware for 1,000 FTE. At the end of their trial period, they will be charged £20,100 plus VAT each month (1,000 FTE x £20.10). Additionally, the first HM Government department will benefit from the growth of overall usage to 1,500 FTE by their monthly charge reducing to £10,050 plus VAT each month (500 FTE x £20.10).
VAT All pricing included within the tender documents and all other pricing documentation provided by AOMi is quoted exclusive of VAT which shall be applied at the applicable rate when invoicing.
Indexation
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Where a call-off agreement between AOMi and a Contracting Body exceeds 12 months, AOMi reserves the right to index its prices not more than annually (from the date of commencement of the Client’s use of the service), upon at least 30 days prior notice to Client. Any increase in fees by AOMi shall not be greater than the rate of UK inflation (RPI) in the period since the charges were previously agreed.
Trial Service Each new Contracting Body, signing a call-off agreement in respect of the Workware service, and managing data for more than 100FTE, shall be entitled to 3 calendar months free use of Workware. This Trial period commences on the date that data is first recorded in Workware. Where a Contracting Body signs multiple calloff agreements, the Trial Period shall only apply to the first call-off agreement signed.”
Ordering and Invoicing Process Enquiries and orders should be submitted to
[email protected] or by calling 0118 907 5000 and asking for the Sales Department. AOMi will invoice the Client in the amounts and on the basis set out in the proposal with the Client. Where necessary, VAT will be added at the prevailing rate. Payment terms for all fees, expenses and other sums payable to AOMi by the Customer are 30 days from the date of invoice.
Termination Terms Either party shall provide 30 days written notice of any intention to terminate the service. There is no minimum period unless otherwise agreed for the basis of pricing discounts. Please refer to our terms and conditions for further information.
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www.activeops.com Where this document has been classified as ‘Protected’, ‘Confidential’ or ‘Restricted’, the information contained within it is confidential and should be treated as such. This document constitutes the intellectual and proprietary property of AOMi and is protected by intellectual property laws and international intellectual property treaties. While the author has made every effort to provide accurate information at the time this document was produced, neither AOMi nor the author assumes any responsibility for errors or changes that occur after production (unless explicitly contractually agreed between AOMi and the recipient of this document). Copyright © 2016 Active Operations Management International LLP (AOMi). All rights reserved. Active Operations Management International LLP Forbury Court 12 Forbury Road Reading Berkshire RG1 1SB Tel: +44 (0) 118 907 5000
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