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CDS

User journey mapping and analysis

CDS provides user journey mapping and analysis to gain a holistic view of the user journey across different engagement channels, capturing pain points and opportunities. We adopt a user-led approach, conducting stakeholder interviews to understand business needs and user evaluations to understand relationships and interactions between users and the business.

Features

  • Audience and scenario mapping provides focus on scope
  • Stakeholder interviews capture customer / employee needs alongside business.
  • Workshop design/prep includes expert review and existing insight collation.
  • Facilitated structured workshops walkthrough service experiences from multiple perspectives.
  • Design thinking approach to support innovation.
  • Maps or service blueprints provide visualisations to align team.
  • Synthesis and analysis of insight provides customer experience strategy.
  • Definition of problem findings, themes and knowledge gaps
  • Identify and prioritise opportunities to optimise
  • Full debriefing workshop and reporting.

Benefits

  • Understand the end-to-end journey stages and steps within service.
  • Understand the relationship and interactions between users and business.
  • Strong foundation to understand the experience’s current state
  • Highlight where customers interact with the organisation across channels.
  • Visualise pain points from research, or highlight insight gaps.
  • Collaboration provides efficiencies; aligning stakeholders and agreeing next steps
  • Appropriate mapping and diagramming methods, ensuring visualisations support project.
  • Highlight improvement and development priorities
  • Educate business regarding value of journey and service mapping
  • Concentrate efforts and resources to impact change through measurement

Pricing

£550 to £1,650 a unit a day

Service documents

Request an accessible format
If you use assistive technology (such as a screen reader) and need versions of these documents in a more accessible format, email the supplier at bidteam@cds.co.uk. Tell them what format you need. It will help if you say what assistive technology you use.

Framework

G-Cloud 14

Service ID

1 0 7 4 4 1 4 6 7 2 5 1 4 2 1

Contact

CDS Matt Johnson
Telephone: 0113 399 4000
Email: bidteam@cds.co.uk

Planning

Planning service
Yes
How the planning service works
We develop bespoke engagement strategies and deeper understanding through data, research and a unique empathy for vulnerability, accessibility, and inclusivity. In turn, engaging on a more meaningful level will ensure your communications are fulfilling your entire audiences’ needs.
Planning service works with specific services
No

Training

Training service provided
Yes
How the training service works
As well as continual ‘on the job’ knowledge transfer to upskill client teams, CDS can provide formal, comprehensive training for administrators and users prior to handover and go live.

Training is fully bespoke to client needs and can be delivered either in-person or remotely. We provide robust supporting documentation, which can include step-by-step instructions and screenshots of systems and processes.

We also provide a ‘train the trainer’ service, equipping clients to manage their own training and create their own enduring capability.
Training is tied to specific services
No

Setup and migration

Setup or migration service available
Yes
How the setup or migration service works
We tailor onboarding service around the individual needs of your organisation and users. We work collaboratively with product teams and service delivery staff to ensure we understand your goals and deliver best value. CDS provides services for configuration, implementation and migration to cloud applications . Our approach is a consultative one - engaging with all stakeholders involved.
Setup or migration service is for specific cloud services
No

Quality assurance and performance testing

Quality assurance and performance testing service
Yes
How the quality assurance and performance testing works
CDS’ testing capability contains ISTQB (International Software Testing Qualifications Board) qualified testing experts with all the skills and expertise to quality assure AI, technology & cloud services.
We employ a structured testing approach, to ensure and demonstrate that our services are robust and meet clients’ success criteria, along with business goals. Highly automated testing enables continual QA of systems throughout development, providing cost and time efficiency savings as well as removing human error and increasing test coverage.
Our testing services include:
• Test strategy
• Test planning
• Automated test frameworks
• Testing, defect management and reporting
• Support of customer UAT
• Security (perimeter/application) testing / DevSecOps
• Performance and stress testing.

Security testing

Security services
Yes
Security services type
  • Security strategy
  • Security risk management
  • Security design
  • Cyber security consultancy
  • Security testing
  • Security incident management
  • Security audit services
  • Other
Other security services
  • Penetration testing
  • IT Health Checks
  • Risk analysis
  • Other
Certified security testers
Yes
Security testing certifications
  • CHECK
  • CREST
  • Other
Other security testing certifications
  • CDS is certified to ISO27001
  • ISTQB (International Software Testing Qualifications Board) qualified test analysts

Ongoing support

Ongoing support service
Yes
Types of service supported
  • Buyer hosting or software
  • Hosting or software provided by your organisation
  • Hosting or software provided by a third-party organisation
How the support service works
We provide second and third-line support and maintenance for deployed services via our ISO 20000-certified Managed Service, which uses ITIL methodology to maintain the integrity and availability of business-critical, high profile and complex systems.

All of CDS Service Delivery team are ITIL-certified.

Our service provides:

Incident and Service request management

Problem management

Change management

Release and Deployment management

Service Transition management

Service level management and service reporting

Configuration management

Service level agreement

Continual Service Improvement

Risk Management.

We offer three service levels (Bronze, Silver and Gold) that include:

Telephone and email support

Online ITSM service desk for issue logging, reporting and issue tracking, available 24x7

Core hours of Monday to Friday, 9.00am-5.00pm, excluding bank holidays

Out of hours, as optional extra up to 24x7x365

Service reviews

Service reports.

Support and maintenance contracts stipulate a minimum level of support provision per month, appropriate to the size and complexity of the service, aligned to the preferred service support tier. Additional time is chargeable at the day rates listed on the SFIA rate card.

Service scope

Service constraints
N/A

User support

Email or online ticketing support
Email or online ticketing
Support response times
9am-5pm Monday to Friday as standard; up to 24x7x365 by arrangement. SLAs vary by contract
User can manage status and priority of support tickets
Yes
Online ticketing support accessibility
WCAG 2.1 AA or EN 301 549
Phone support
Yes
Phone support availability
9 to 5 (UK time), Monday to Friday
Web chat support
No
Support levels
P1 to P5 with release management and change management as per ITIL

Resellers

Supplier type
Not a reseller

Staff security

Staff security clearance
Other security clearance
Government security clearance
Up to Developed Vetting (DV)

Standards and certifications

ISO/IEC 27001 certification
Yes
Who accredited the ISO/IEC 27001
NQA
ISO/IEC 27001 accreditation date
13/7/2021
What the ISO/IEC 27001 doesn’t cover
N/A
ISO 28000:2007 certification
No
CSA STAR certification
No
PCI certification
No
Cyber essentials
Yes
Cyber essentials plus
Yes
Other security certifications
Yes
Any other security certifications
  • CDS is certified to ISO27001
  • ISTQB (International Software Testing Qualifications Board) qualified test analysts

Social Value

Social Value

Social Value

  • Fighting climate change
  • Tackling economic inequality
  • Equal opportunity

Fighting climate change

CDS is committed to being an organisation that minimises its environmental impact, while establishing a sustainable environment for the benefit of staff, customers and suppliers.    

CDS is certified to the internationally recognised standard BS EN ISO 14001: 2004 – Environmental Management. The standard underpins our commitment to look after the environment, prevent negative environmental impacts, manage waste and reduce our carbon footprint. 

CDS is Planet Mark 3 accredited, helping us to transform society, the environment and economy by measuring our carbon and social data. We have also signed the UK SME Climate Change commitment and have pledged to halve our carbon emissions by 2030 and achieve net zero by 2050.

The Bailie Group (of which CDS is part), is also certified to ISO 50001 Energy Management System, which focuses our efforts on continually improving energy performance.

Our aims for 2024 are:   

- Maintain zero to landfill   
- Reduce energy consumption by 5% YOY
- Install solar panels at our head office site.

Tackling economic inequality

CDS is committed to creating new businesses, new jobs and new skills within our local communities, designed to address economic inequality.

Employment opportunities and training
CDS commits to reducing the skills gap by providing apprenticeships, training opportunities and supporting ex-offenders in creating employment opportunities in our local communities.

As a national company, CDS operates from three primary offices, each run as an autonomous business unit, managed by locally based teams. This regional structure has resulted in CDS becoming a community-focussed organisation and is committed to using local suppliers and subcontractors.

Apprenticeships
CDS has an ongoing commitment to recruit and provide job opportunities in our local communities through apprenticeships. In the past two years we have provided nine apprenticeships, of which four have become full-time employees. A further four are currently taking apprenticeship degrees via Leeds Beckett University.

Supporting educational attainment and addressing skills gaps
CDS is committed to supporting educational attainment to reduce the skills and employment gaps in the local communities in which we work.

Initiatives include delivering careers talks in local schools about pursuing a digital career, career mentoring, mock interviews, CV advice and careers guidance. We also Provide work placements for school/university leavers and the unemployed: 1-6 weeks, more for internships

Volunteering in the local community
We make a valuable contribution to the community by supporting local charities and social enterprises. Each year our colleagues choose a local charity to be our charity of the year, that is aligned to our purpose and values.

In 2024, we will be working in partnership with Business In The Community (BITC) in our quest to continually improve what we do, and operate as a responsible business that makes a positive impact in our community.

Equal opportunity

CDS regards its Equality and Diversity Policy as an integral part of its overall company strategy and is committed to encouraging equality, diversity and inclusion among its workforce and eliminating unlawful discrimination. It recognises the value of working with differences, and not against them.  Our aim is for a workforce that is truly representative of all sections of society and our customers, and for each employee to feel respected and able to achieve their full potential and enjoy a fulfilling career with us. 

CDS positively encourages applications from suitably qualified and eligible candidates regardless of age, disability, gender reassignment, marriage and civil partnership, pregnancy and maternity, race, religion or belief, sex, and sexual orientation (protected characteristics as defined by the Equality Act 2010). Our recruitment process is fair, equal, and non-discriminatory and works on the premise that the best person for the role will be offered the job.  

CDS is proud to be a Disability Confident Committed employer (Level 1). With access to expert knowledge and guidance, we are committed to providing an accessible and inclusive recruitment process and working environment for everybody.

In 2022 CDS invested in a new recruitment applicant tracking system (JobTrain), which includes an accessibility module to support applicants with disabilities. The system uses ReciteMe to offer a toolbar that helps neurodivergent candidates with their application.

CDS gives all staff the chance to achieve their full potential. We deal with people solely based on merit and will ensure fair and equal treatment including appraisal - access to training - career development - job allocation - promotion - grievance and disciplinary matters.  

In 2024, in partnership with Business in the Community, we will be developing our Diversity & Inclusion Strategy and defining a set of key objectives to help measure progress and implement change.

Pricing

Price
£550 to £1,650 a unit a day
Discount for educational organisations
No

Service documents

Request an accessible format
If you use assistive technology (such as a screen reader) and need versions of these documents in a more accessible format, email the supplier at bidteam@cds.co.uk. Tell them what format you need. It will help if you say what assistive technology you use.