Microsoft D365 CRM Support Services

The Vendor is required to provide Microsoft d365 solution initiatives on an “as required” basis:
•    Initiative leadership
•    Business process analysis
•    Requirements gathering and service design
•    D365 solution engineering and implementation services
•    Solution sustainment, support and product evolution
- Initiative leadership
•    Program and project management: provide program and project management coordination, leveraging agency standards and tools, of the end-to-end business and technical implementation of the envisioned Microsoft d365 solutions. 
•    Working with the agency information technology
•    Division project delivery office, expected services include:
o    Program planning including producing a roadmap that outlines a series of d365 projects and associated investments with estimated costs and resources to deliver to the organization’s business objectives for a given solution.
o    Project planning including scope definition, deliverables, and timelines and resource requirements. 
o    This includes providing cost estimates to a plus and minus 10 per cent accuracy.
o    Conducting and ensuring projects are delivered on time and budget according to defined scope, requirements and technical specifications, while meeting quality standards.
o    Contract drafting and negotiation.
o    Project execution:
1.    Risk, issue, and decision management and tracking
2.    Cost and resource management
3.    Scope and quality management
4.    Quality assurance and testing
5.    Project monitoring and reporting
- Business process analysis
•    Based on a thorough understanding of Microsoft d365 capabilities, conduct business process reviews and provide recommended improvement or transformational opportunities to the respective government organizations. 
•    Recommendations may include both procedural and automation changes.
o    Workflow documentation: document back-end business processes and workflows and translate them into solution requirements specifications.
- Requirements gathering and service design
•    Requirements gathering: ability to lead detailed discovery phases that validate both business and citizen needs used to define the service’s requirements.
o    Assess and advise: define which workshops are to be conducted to gain full understanding of the audience (user personas), map a user action timeline within the service (journey mapping), outline internal and backstage processes with system integrations (service blueprinting) to enable the user experience. 
o    Facilitate workshops: work directly with the division digital service designer and business subject matter experts (SMES) to facilitate workshops to gather both functional and non-functional requirements detailing what the system should do while addressing any pain points and constraints.
•    Service design: concentrate on a human-centered experience with a comprehensive understanding to ensure a digital service that is user-friendly, efficient and meets business goals.
o    End-to-end experience: define the entire experience of the service from the user’s perspective considering all interactions, processes, and touchpoints to ensure they work together seamlessly. 
o    Holistic perspective: ensure the service considers both the audience and the business to ensure all moving parts work seamlessly together.
- D365 solution engineering and implementation services
1. Solution design and development:
•    Collaborate with cross-functional teams to review requirements and design innovative solutions using Microsoft d365, typically customer service and sales modules (or additional d365 modules that best fit requirements), SharePoint online, power platform and other appropriate options for extensibility.
o    Demonstrated expertise in service design to support the development of citizen and client-facing digital services that are user-centered, accessible, and aligned with modern public sector delivery standards.
•    Collaborative leverage able component development: create agency owned configuration that can be reused across ministries to reduce duplication and accelerate delivery.
o    Core functionality can include for example, but is not limited to contact management, government program management (applications, assessments and awards), and case management. 
o    Contribute to a common design system, based on agency standards, to ensure a cohesive look and feel across solutions. 
o    Also to save time on design reviews and development.
•    Modernization: provide up to date approaches for the development of user interface and experiences.
•    Artificial intelligence (AI) i feature implementation: work with division and ministries to introduce d365 AI agents applicable to business processes in a responsible and ethical manner, meeting any policy requirements regarding such use. 
•    Ai integration: provide familiarity and experience with AI-assisted development practices, including GitHub copilot for appropriately facilitating code generation and modernization. 
•    Configure the d365 platform to align with business needs, including creating workflows, forms, dashboards, and reports. 
•    Required and approved by agency, develop custom solutions leveraging .net, azure functions, plugins etc. 
•    Structured developer sessions for code review, rationale sharing, and onboarding of ministry super user and support teams.
2. Implementation:
•    Integration expertise: ability for integrating d365 with external systems using all agency standards (azure integration services and tools)
o    Integrate d365 and power platform with other enterprise systems to ensure seamless data exchange; 
o    Design and build data flows, transformations, and integrations to enhance data accuracy and availability; and 
o    This includes specific incorporation of GIS capabilities and analysis.
•    Data migration: ability to analyze, plan and migrate data from legacy systems into the proposed solutions, working with agency teams to direct cleansing. 
•    Agency policies and standards: ability to comply with current and emerging agency standards including, but not limited to: security, privacy, agency digital public facing services, architecture and develops. 
•    Solution implementation and roll-out: creation and execution of a business change management plan and associated training. 
•    Transition to operations knowledge transfer and documentation.
- Solution sustainment, support and product evolution
•    Provide post-implementation warranty periods and long-term support plans. 
•    Perform routine maintenance, updates, and troubleshoot technical issues to ensure optimal solution and platform performance. 
•    Keep the product current within Microsoft lifecycle support timelines. 
•    Offer responsive incident support and guidance to resolve user queries and technical challenges. 
•    Continuously refine and enhance existing solutions and functionality to increase efficiency and productivity. 
•    Engage with Microsoft support as necessary to resolve complex technical issues or obtain guidance on best practices. 
•    Leading application releases and refining release technical processes, typically leveraging azure DevOps pipelines. 
•    Perform routine maintenance, updates, and troubleshoot technical issues to ensure optimal platform performance.