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

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Icons

Icon

Meaning
Attention
Example

Note
Recommendation

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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.

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Table of Contents
1

Overview of G-Cloud GIST Service (SaaS).........................................................1-6

Information Assurance...................................................................................... 2-8

Backup/restore and Disaster recovery..............................................................3-8

GIST - Cloud Deployment Models......................................................................4-9

On- boarding and Off-Boarding Process / Data Extraction.................................5-9

Pricing and Commercials................................................................................. 6-10

Service Management/ Deployment Methodology............................................7-11

GIST Service Constraints/ Scope/ Support Boundaries....................................8-12

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

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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 endto-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-the-shelf)
software.

TECH M GIST

Based on an Accelerated Delivery Model of Tech Mahindra, the solution delivers a

number of out- of-the-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 industrys 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.

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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 out-of-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

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* Requires SAP ECC AP/AR or PSCD Financial integration.

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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 SAPs 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.

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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

Public Cloud
Private Cloud
Hybrid Cloud

5 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.

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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

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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.

7 Service Management/ Deployment Methodology

TECH M follows a structured 5 step approach to ensure quick and customized
provisioning of services.

Deployment Step
1. Check
System
Readiness

Description

Output/ Deliverable

Below Readiness Checks Performed on Target CRM

System

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Basis Set Up and Installation for SAP CRM

Middleware configuration

Existing Master Data Set Up

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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 Clients
Master Data Team

All requisite GIST

Masters are
maintained in Target
system

5. Adapt/
Enhance
GIST

Based on specific requirements, GIST can be

further enhanced as per Clients business
process

RICEFW/ other processes beyound GIST

framework would be considered as Change
Request

Additional
configuration/
enhancement doc
(Functional/ Technical
Specs)

System enhanced
beyond GIST
Framework

CRM System
available for Unit
Testing

Pre-Requisites

Installation and Basis set up for SAP CRM 7.0

is completed prior to GIST Deployment

Middleware and related configuration is

already set up

8 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

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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

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9 Service Levels and Support

GIST is based on SAP CRM, which is a globally acclaimed leading, robust COTS
(Commercial, off-the-shelf) 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 Ms 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.

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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/cloudcomputing/cloud-migration-services.asp

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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.

3.
4.

5.

6.

7.

Activity

System
Readiness

Sub-Activity

SAP Basis Set Up and Installation

for SAP CRM
Middleware /Interface
configuration (for SAP ECC
integration)

Consumer
Responsibi
lity
---

Yes

---

Business
Process
Scope
Definition
GIST
Activation
Consistency
Checks

GMS Service definition scoping

including GAP identification

Yes

Yes

Sign Off on Scope Document

---

Yes

GIST would be activated and deployed

in CRM System.

Yes

---

Post Activation Consistency Check

would be performed to avoid any
configuration conflicts

Yes

---

Master Data
Maintenanc
e
Service
Realization

CRM Grants Masters data

maintenance

---

Yes

SPRO configuration/ Enhancements

would be checked/ executed for the
activated GIST

Yes

---

Testing of
Services

Unit Testing

Yes
Yes
Yes
--Yes
--Yes

--Yes
Yes
Yes
--Yes
Yes

Yes
---

--Yes

Integration Testing
Stress and Performance Testing
User Acceptance Testing

8.

Supplier
Responsibi
lity
Yes

Training

Core Team Training

End User Training

9.

Cutover

Migrate Legacy Data and Transport

into Production landscape

10.

Service GoLive and

Support

Post Go-live support

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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.
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
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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.

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