ATOS IT SERVICES UK LIMITED

Atos M365 Managed Service

Atos delivers value based Digital Workplace services for Microsoft Office 365 suite providing end to end support for both pure cloud and hybrid implementations. This includes life-cycle road map communications, customer engagement, end user and platform support through escalation and management with Microsoft and other vendors.

Features

• End to End Service Management adopting ITILv3 Methodology
• Full support of all O356 Services and features including hybrid
• Service Delivery Management and Reporting
• Management and ownership of 3rd party vendor escalation of issues
• On shore or off shore support capabilities with global reach
• Agile and flexible support models, optional out of hours support
• Proactive evergreen lifecycle and road map support for customers
• Optional Technical Design Authority for Service
• User onboarding/offboarding management
• Security, Identity, and baseline compliancy

Benefits

• Atos' proven extensive and deep technical knowledge
• Pro-active engagement with customers on M365 journey
• Option of UK based security cleared staff
• Always up-to-date service allowing exploitation of new practices
• Options for innovation sessions with customer including service/ feature exploitation
• Combination of Atos and industry best practice methodology.
• Microsoft Gold Partner
• Seamless integration with wider Atos services and products
• Become your trusted partner and advisor for M365
• Automation and self-service tooling options.

£80.88 a unit a month

Service documents

• Pricing document

  PDF

• Skills Framework for the Information Age rate card

  PDF

• Service definition document

  PDF

• Terms and conditions

  PDF

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 opportunities@atos.net. Tell them what format you need. It will help if you say what assistive technology you use.

Framework

G-Cloud 14

Service ID

238992471157710

Contact

Louise Carr
+447733315094
opportunities@atos.net

Planning

• Planning service: Yes
• How the planning service works: Discovery, planning, and effective communication are critical for the success of any Office 365 service. Following identification of key business and technical stakeholders, Atos would conduct several discovery and planning workshops with the customer to understand their business needs, security requirements, communication and change management, readiness, and assessment of existing technical landscape. Atos would construct and deploy a support solution tailored for the customer’s needs.
• Planning service works with specific services: Yes
• Hosting or software services the planning service works with:
  • Microsoft Office 365 Suite of services and features
  • Microsoft Exchange Server (if hybrid requirement)
  • Microsoft SharePoint Server (if hybrid requirement)
  • Microsoft Skype for Business Server (formally Lync Server)
  • Microsoft Active Directory /Azure Sync (optional if required)
  • Google Gsuite (including co-existence, flow and directory sync)
  • IBM Domino/Notes / Connections (if hybrid and co-existence required)
  • Co-existence with other 3rd party vendor productivity solutions

Training

• Training service provided: Yes
• How the training service works: Technical innovation sessions are provided to the customer, together with option for end user interactive self-help material or optional virtual assistants. Optional tech-bar sessions can also be provided as part of the service at additional cost.
• Training is tied to specific services: Yes
• Services the training service works with:
  • Microsoft Office 365 Suite of services and features
  • Microsoft Exchange Server
  • Microsoft SharePoint Server
  • Microsoft Skype for Business Server

Setup and migration

• Setup or migration service available: Yes
• How the setup or migration service works: The service would include a transition / migration of support and service management activities to Atos covering agreed scope. ; Atos also provides user, mailbox or content migration services to Microsoft Office 365 including 3rd party platforms such as Lotus Notes / GroupWise/Google G Suite to Microsoft, on Microsoft on-prem to Microsoft cloud, or O365 tenant to tenant migration services. All of which work seamlessly with the Atos O365 Operation and Lifecycle service providing early life support during migrations or projects if required.
• Setup or migration service is for specific cloud services: Yes
• List of supported services:
  • Microsoft Office 365 tenant to tenant
  • Hosted Microsoft on-premise productivity services (Exchange\SharePoint\etc)
  • IBM Productivity Services (Notes\Domino\Connection\etc)
  • Google G-Suite
  • Microsoft Azure Services
  • Nintex Workflow Cloud
  • Unified Communications (Lync\Skype for Business\Circuit)

Quality assurance and performance testing

• Quality assurance and performance testing service: Yes
• How the quality assurance and performance testing works: As part of the service management of the O365 support / operational services Atos continually and proactively monitors the quality of our service to end users’ and customer

Security testing

• Security services: Yes
• Security services type:
  • Security risk management
  • Security audit services

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: Atos provides service, user and platform operational management support for both vendors hosted platforms, such as Microsoft Office 365, and hosted dedicated systems such as Microsoft Exchange or SharePoint Server hosted by either Atos or a 3rd party hosting service.

Service scope

• Service constraints: Scope would need to be defined and agreed as part of the service planning.; Subject to agreed volumes of users, support resource location and security requirements and service modules

User support

• Email or online ticketing support: Yes, at extra cost
• Support response times: Atos support offerings provide optional ability for end users to raise tickets via self-service portal. Response times depend on the agreed SLA with the customer, and agreed hours of operations (such as 24-7 / office working hours etc.); Support for the Virtual Desktop option described in the Service Definition document
• User can manage status and priority of support tickets: No
• Phone support: Yes
• Phone support availability: 24 hours, 7 days a week
• Web chat support: Yes, at an extra cost
• Web chat support availability: 24 hours, 7 days a week
• Web chat support accessibility standard: None or don’t know
• How the web chat support is accessible: Typically, we would conduct the following web chat testing for assistive technology users:; • Screen reader compatibility testing; • Keyboard navigation testing; • Colour contrast and visual clarity testing; • Alternative text for images and icons; • Input assistance and error handling; • Testing with diverse assistive technology setups
• Web chat accessibility testing: For service desk level, Atos can provide if requested service desk web chat support and virtual assistant on a per customer basis.; ; Atos also uses Microsoft Skype for Business for IM communications with federated customers and partners.; ; Please note that not all web chat support options are available across all accreditation / protective marking levels. Further consultation would be required with the customer to agree scope and caveats.
• Support levels: Atos provides SLA backed service levels which would be established as part of the service set up and planning depending on the customers’ needs and requirements. For cost, please consult the rate card.

Resellers

• Supplier type: Reseller providing extra features and support
• Organisation whose services are being resold: O365 / M365 / Azure licences via CSP agreement.

Staff security

• Staff security clearance: Conforms to BS7858:2019
• Government security clearance: Up to Developed Vetting (DV)

Standards and certifications

• ISO/IEC 27001 certification: Yes
• Who accredited the ISO/IEC 27001: PWC
• ISO/IEC 27001 accreditation date: 01/11/2023
• What the ISO/IEC 27001 doesn’t cover: Scope may be provided upon request.
• ISO 28000:2007 certification: No
• CSA STAR certification: No
• PCI certification: Yes
• Who accredited the PCI DSS certification: Blackfoot UK Ltd
• PCI DSS accreditation date: 11/12/2023
• What the PCI DSS doesn’t cover: No non-covered scope. Scope may be provided upon request.
• Cyber essentials: Yes
• Cyber essentials plus: Yes
• Other security certifications: No

Social Value

• Social Value:

  Social Value

  • Fighting climate change
  • Tackling economic inequality
  • Equal opportunity
  • Wellbeing

  Fighting climate change

  Atos is a global leader in decarbonised digital services incorporating sustainable practices into our IT services to mitigate against the impact of climate change. This is evidenced by our EcoVadis Platinum Award. We are committed to an SBTi endorsed Science Based Target and are on track to reduce all emissions by 50% between 2019-25 and achieve Net Zero by 2039. Activities to achieve this include: IT Products and Services: We place a 20% sustainability weighting during procurement and use EcoVadis to assess supplier environmental performance. We were awarded “Platinum” status by EcoVadis for the fourth year running in October 2023. Renewable Energy Sources: Since 2018, the electricity purchased for our IT equipment, lighting and some space heating in mainland Great Britain has been from 100% renewable sources. Reduce Energy Consumption: Initiatives include the adoption of remote/hybrid working for employees, leading to a 10% drop in Atos UK&I energy usage between H1 2022 and H1 2023 through the rationalisation of 15 offices. In 2020, we signed up to a group-wide car-fleet agreement to source only electric vehicles with the aim to switch our entire fleet to electric or hybrid by 2025 (70% achievement in 2022). Minimise Electronic Waste: Atos has a circular economy approach to minimise electronic waste and extend the lifespan of its IT equipment ensuring that 100% of our obsolete IT assets are collected, reused, or recycled in a responsible way. The policy approach is based on the ISO14001 certified management system. In the UK we partner with Tier1, an SME specialising in hardware recycling. We will assess each call-off contract from G-Cloud 14 and make commitments that will drive sustainability such as: • Selecting sustainable partners and hosting joint decarbonisation workshops • Delivering environmental volunteering opportunities • Delivering training/education on sustainability

  Tackling economic inequality

  Atos recognises that the IT sector faces employment and skills shortages whilst under-represented groups still face barriers to accessing jobs. According to Prospects.ac.uk (December 2023), less than 8.5% of senior leaders in UK tech are from ethnic minority groups, only 16% of IT professionals are female and less than 9% of all IT specialists have a disability. We have implemented initiatives to tackle economic inequality: Early Career Talent Activities Atos provides work experience placements and STEM outreach to schools/universities to inspire students from different backgrounds across the UK into technology careers. Our Graduate and Apprenticeship programmes are over 18 months and provide experience in project delivery, operations and technical areas. The Atos Graduate Internship and Apprenticeship Community supports members in building up a network across the organisation and provides extra-curricular opportunities. Recruitment Activities We have embedded a fully inclusive and accessible end-to-end recruitment process. Actions include: Our Recruitment professionals to complete ‘Diversity, Equality and Inclusion (DEI) training for HR and Talent Professionals’ to attract a diverse talent pool We use Textio, a writing-enhancement service, to remove gender bias from job adverts We use video and flexible/adjusted interviews to provide support if wanted by people with disabilities including neurodiversity, such as assistive technology and schedule flexibility We organise tech career events and partner with organisations such as Bright Network to target candidates from under-represented groups. Career Development Activities All Atos employees are encouraged to set an Individual Development Plan with access to in-house learning and development resources such as Atos University. We will assess each call-off contract from G-Cloud 14 and make commitments that will tackle economic inequality such as: Creating employment opportunities Collaborating with our partners such as Next Tech Girls and SmartSTEMs to deliver training schemes/programmes to address any identified skills gaps and support skills growth.

  Equal opportunity

  Atos has been recognised as a leading employer in supporting an inclusive workplace through its inclusion in the Times Top 50 Employers for Gender Equality 2023 and our Level 3 Disability Confident Leader status. We continually review and improve our DEI initiatives to ensure we advance our goal. Inclusive/accessible recruitment activities We have embedded a fully inclusive and accessible end-to-end recruitment process. To achieve this, we engaged external partners to provide training to managers/HR to ensure fair recruitment by removing barriers and attracting diverse talent. Inclusive working conditions We create an inclusive working environment where all individuals can thrive and enable Atos to retain diverse talent: Policies: Our policies ensure we support all our employees regardless of their characteristics, enabling everyone to access and pursue opportunities available in Atos. DEI Networks: Our employee-led networks are advocates for equality and change in the workplace and wider society. Business Initiatives: We have initiatives to support under-represented groups’ progress in our workplace such as talent programmes and embedding cultural events into our calendar including International Woman’s Day and Black History Month. Fair Pay Our Diversity Pay Gap Report aligned to the Equality Act 2010 (Gender Pay Gap Information) Regulations 2017, is published annually and provides transparent reporting on our progress to create gender and ethnicity balance. Flexible Working Atos is proud to actively support remote/hybrid and flexible working to assist all employees achieve a good work life balance. Beyond this, our Flexible Working Policy outlines the support available to employees and candidates with fluctuating health conditions or care/personal responsibilities. We will assess each call-off contract from G-Cloud 14 and make commitments that will promote equal opportunity such as: Creating employment opportunities for under-represented groups by working with inclusive recruitment partners such as Bright Network Delivering training schemes and programmes for under-represented groups

  Wellbeing

  We are signatories of the Six Standards of Mental Health and invest significantly in the mental health of our employees: Prioritising mental health We provide a comprehensive Employee Assistance Programme (EAP) to all staff including an online GP service, wellbeing toolkits and a free, anonymous 24/7 helpline where employees can get counselling and advice on a wide range of topics including family, financial and legal matters. Promoting positive mental health Our senior leadership team and Mental Health First Aiders act as positive role models, endorsing initiatives like World Mental Health Week. Open culture We drive an open culture where conversations about mental health are supported. Line Managers promote employee wellbeing through monthly 1-2-1s and workload assessment. Should an employee raise a concern over their workload, their Line Manager conducts Individual Stress Risk Assessments and encourages EAP and Stronger Minds helpline use when needed. Holding regular 1-2-1s is a metric Atos Line Managers are appraised on as part of our Performance Management system, ensuring nurturing connections between our managers and employees are embedded as a culture. Increasing organisational capability We partner with third-party specialists in wellbeing and mental health, such as Genius Within, to provide training to our employees. Providing tools and support We provide annual training on subjects such as anxiety and depression, and signpost mental health tools available on our Wellbeing Hub. Tools include links to NHS Mental Health helplines, AXA PPP Wellbeing articles and a Mental Health Toolkit with 19 tips/tools breathing exercises and sleep techniques. Increasing transparency We measure wellbeing in surveys and publish action plans to address employee feedback gathered from the survey. We will assess each call-off contract from G-Cloud 14 and make commitments that will promote equal opportunity such as funding Mental Health First Aiders for the contract delivery team.

Pricing

• Price: £80.88 a unit a month
• Discount for educational organisations: No

Service documents

• Pricing document

  PDF

• Skills Framework for the Information Age rate card

  PDF

• Service definition document

  PDF

• Terms and conditions

  PDF

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 opportunities@atos.net. Tell them what format you need. It will help if you say what assistive technology you use.