Computacenter (UK) Ltd

Computacenter - Next Generation Service Desk

Enabling users by digitising the IT service desk front-end, using an interactive intuitive portal (integration possible with BMC Remedy and ServiceNow) and a mobile app ensures access from the desktop, a range of tablets and mobile devices. Users self-serve for IT knowledge/support and perform routine tasks, like automated password resets.

Features

• Online Portal, 24/7 for self-service features
• Desktop/Mobile
• Broadcast Function
• Self-service knowledge
• Automated password reset
• Webchat
• Self-log issues and requests with user 'track and trace'
• Digital
• Hosted multi-tenant, multi-lingual, single sign on
• Full integration between the online services and supporting managed service

Benefits

• Delivering a modern consumer-like experience to empower users
• Consistent interface for ease of use across end-user devices
• Broadcast function reducing multiple logging of the same incident
• Self-service knowledge enables users to resolve incidents themselves
• Automated password reset to quickly restore user access to systems
• Web chat enables users to get support working uninterrupted
• Users self-log incidents and track status directly
• User self-logging speeds the request process using preapproved workflows
• Less user effort to report an incident, increasing user productivity
• Reducing the customer internal cost of IT disruption

£8.08 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 government@computacenter.com. Tell them what format you need. It will help if you say what assistive technology you use.

Framework

G-Cloud 14

Service ID

242758295114377

Contact

Karen Baldock
+44 (0) 1707 631000
government@computacenter.com

Service scope

• Software add-on or extension: No
• Cloud deployment model: Private cloud
• Service constraints: As standard we require a browser at Internet Explorer v9 or above. Support for alternative browsers would be validated at time of service design. ; ; Sufficient connectivity bandwidth normally 8mbps capacity is required to run NGSD
• System requirements:
  • Core system is Computacenter hosted
  • Scripted sign on code is customer hosted
  • Scripted sign on code requires IIS 7.5 or above
  • Scripted sign on code requires Microsoft .NET (v4.5)
  • Scripted sign on code requires Microsoft Active Directory based network

User support

• Email or online ticketing support: Email or online ticketing
• Support response times: Text to follow
• User can manage status and priority of support tickets: Yes
• Online ticketing support accessibility: None or don’t know
• Phone support: Yes
• Phone support availability: 24 hours, 7 days a week
• Web chat support: Web chat
• 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: Users have access to the portal from anywhere provided they have an internet connection; User location is leveraged to present relevant information in local language.; Intervention of an agent is available and can be accessed via Webchat or phone.; Portal is designed entirely around the needs of the user; Integrates with existing customer ticketing and request management systems.
• Web chat accessibility testing: No web chat testing has been done with the use of assistive technology users.
• Onsite support: No
• Support levels: Grade of Service (GOS) for Phone 80% in 20 secs; Yield Speed of Answer (YSA) for Phone 80% in 20 secs; Average speed of Answer (ASA) 30 Seconds; Average Speed of Answer for Chat (ASAC) 60 Seconds; Ab Rate - Phone Less than or equal 5%; Ab Rate - Chat Less than or equal 5%; Yield speed of Email/ email response 90% in 120mins; Self-Log response 95% Assigned to correct resolver (based against agreed resolver matrix) within 2 hours; NGSD Portal Availability 99.5% (24 Hour SLA); Major Incident Assignment (it is assumed that P1 is a Major Incident) 98% within 10 mins of speaking to Service Desk; Non MI ticket Assignment (P2-P4) 95% within 30 mins of speaking to the Service Desk; Mis-assigned tickets Less than or equal to 5%
• Support available to third parties: Yes

Onboarding and offboarding

• Getting started: Computacenter has developed a six stage adoption framework to lead our customers through the adoption process, from discovery to advocacy and support them start using the service. Through in-depth consultation with your users and subject matter experts, we will establish a baseline against which to deploy and measure cultural and behavioural change. We will further help you to plan and deploy communications; capture and analyse usage data and feedback; reward positive adoption behaviours; measure success, customer satisfaction and adoption trends; and enable effective continual service improvement.
• Service documentation: Yes
• Documentation formats: PDF
• End-of-contract data extraction: Computacenter provides data extracts to the customer at the end of the contract which contain details of customer specific tickets and the flat file export of customer specific knowledge articles created.
• End-of-contract process: The customer tenancy for NGSD will be deactivated.

Using the service

• Web browser interface: No
• Application to install: Yes
• Compatible operating systems: Windows
• Designed for use on mobile devices: Yes
• Differences between the mobile and desktop service: Web chat is not available on mobile service
• Service interface: Yes
• User support accessibility: None or don’t know
• Description of service interface: An interactive and intuitive portal and mobile app to ensure anytime/anywhere access to self-serve multilingual functionality.
• Accessibility standards: None or don’t know
• Description of accessibility: Users have access to the portal from anywhere provided they have an internet connection.; User location is leveraged to present relevant information in local language.; Intervention of an agent is available and can be accessed via Webchat or phone.; The portal is designed entirely around the needs of the user and integrates with existing customer ticketing and request management systems
• Accessibility testing: No interface testing has been completed with users of assistive technology.
• API: No
• Customisation available: Yes
• Description of customisation: Home screen picture can be changed

Scaling

• Independence of resources: Computacenter will operate a Capacity Management function to ensure that the NGSD service is, and continues to be, capable of meeting relevant service levels across all customers. The responsibilities and related activities undertaken are determined by Computacenter’s standard approach to Capacity Management. This function has the following responsibilities:; (a) Collating and reporting predicted consumption of services ; (b) Assisting the customers with Demand Management activities that encourage Customer staff to make efficient use of Service; (c) Generate a Capacity Management Plan and reconcile this with demand information.; (d) Action the Plan in order to ensure scalability of the service

Analytics

• Service usage metrics: Yes
• Metrics types: " User adoption reporting showing daily, monthly and yearly percentage move to online interactions; Unique users to the NGSD portal; Performance against SLA’s"
• Reporting types:
  • Real-time dashboards
  • Regular reports

Resellers

• Supplier type: Not a reseller

Staff security

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

Asset protection

• Knowledge of data storage and processing locations: Yes
• Data storage and processing locations:
  • United Kingdom
  • European Economic Area (EEA)
• User control over data storage and processing locations: Yes
• Datacentre security standards: Complies with a recognised standard (for example CSA CCM version 3.0)
• Penetration testing frequency: At least every 6 months
• Penetration testing approach: ‘IT Health Check’ performed by a CHECK service provider
• Protecting data at rest: Encryption of all physical media
• Data sanitisation process: Yes
• Data sanitisation type:
  • Explicit overwriting of storage before reallocation
  • Deleted data can’t be directly accessed
• Equipment disposal approach: A third-party destruction service

Data importing and exporting

• Data export approach: N/A
• Data export formats: Other
• Other data export formats: N/A
• Data import formats: Other
• Other data import formats: N/A

Data-in-transit protection

• Data protection between buyer and supplier networks: TLS (version 1.2 or above)
• Data protection within supplier network: TLS (version 1.2 or above)

Availability and resilience

• Guaranteed availability: NGSD Portal Availability ; 99.5% (24 Hour SLA)
• Approach to resilience: Core infrastructure is resilient between 2 datacentres
• Outage reporting: Any outages to our service are reported through our Service Management function and service reports

Identity and authentication

• User authentication needed: Yes
• User authentication: Dedicated link (for example VPN)
• Access restrictions in management interfaces and support channels: Local customer network Active Directory authentication with token passed to NGSD application to authenticate user
• Access restriction testing frequency: At least every 6 months
• Management access authentication: Dedicated link (for example VPN)

Audit information for users

• Access to user activity audit information: No audit information available
• Access to supplier activity audit information: No audit information available
• How long system logs are stored for: Between 1 month and 6 months

Standards and certifications

• ISO/IEC 27001 certification: Yes
• Who accredited the ISO/IEC 27001: BSI
• ISO/IEC 27001 accreditation date: 28/04/2022
• What the ISO/IEC 27001 doesn’t cover: Our ISO/IEC 27001 certification relates to the information security management system and not the products or services of the certified organisation
• ISO 28000:2007 certification: No
• CSA STAR certification: No
• PCI certification: Yes
• Who accredited the PCI DSS certification: Gemserv Ltd
• PCI DSS accreditation date: 22/09/2021
• What the PCI DSS doesn’t cover: As per section 2a of the PCI-DSS certificate, there are no areas that were marked as ‘Not Included’. We therefore confirm we are compliant across all relevant requirements for our services as a Hosting Provider, Managed Services and Payment Processing.
• Cyber essentials: Yes
• Cyber essentials plus: Yes
• Other security certifications: Yes
• Any other security certifications: Various which can be discussed, as relevant to different areas/services

Security governance

• Named board-level person responsible for service security: Yes
• Security governance certified: Yes
• Security governance standards: ISO/IEC 27001
• Information security policies and processes: Our Group ISMS contains a consistent security assurance framework and accompanying baseline set of Information Security Policies that are to be used throughout the Computacenter Group.; Information Security Policies define the minimum security standards for the Computacenter Group. They consist of technical, procedural and staff behavioural rules that work in concert to preserve the security aspects of Computacenter IT Systems and the information that they process. The Group ISMS Information Security Policy set is divided into categories covering topics such as Information Security Management, End-user responsibilities and Acceptable Usage plus technology specific security requirements.; An 'Acceptable use Policy' (AUP) document is included in the Policy set, as a minimum, which must be read and understood, for ensure employee’s know their obligations and comply with this and any other Security Policies that relate to their role in the organisation.

Operational security

• Configuration and change management standard: Supplier-defined controls
• Configuration and change management approach: Our Group Change Management service is based on ITIL best practice and has the primary objective of protecting client production services from outage and disruption resulting from change. Our Group Change Management team acts as primary interface for the client Group Change Management team to control changes to IT Infrastructure. The process is applied and governed to ensure that changes are recorded, evaluated, prioritised, planned, tested, authorised, implemented, documented and reviewed in a controlled manner with minimal or no disruption to service. Changes are initiated directly within our toolset, using various templated models, ensuring best practice policies and ease-of-use.
• Vulnerability management type: Supplier-defined controls
• Vulnerability management approach: We have in-house vulnerability management processes to cover scheduled and ad-hoc scanning, identification, notification, remediation and reporting.; Customer specific programs are also deployed.
• Protective monitoring type: Supplier-defined controls
• Protective monitoring approach: Our protective monitoring processes are based and run in accordance with the service and customer requirements.
• Incident management type: Supplier-defined controls
• Incident management approach: Our incident management processes are based on the requirements of each service and interface with our customer, as required by the contract

Secure development

• Approach to secure software development best practice: Independent review of processes (for example CESG CPA Build Standard, ISO/IEC 27034, ISO/IEC 27001 or CSA CCM v3.0)

Public sector networks

• Connection to public sector networks: Yes
• Connected networks:
  • NHS Network (N3)
  • Health and Social Care Network (HSCN)

Social Value

• Social Value:

  Social Value

  • Fighting climate change
  • Covid-19 recovery
  • Tackling economic inequality
  • Equal opportunity
  • Wellbeing

  Fighting climate change

  Computacenter ensures that our business practices deliver effective stewardship of the environment in line with the Social Value Model. Computacenter's science-based emissions reductions targets are approved with the SBTi. Our Net Zero Journey Group Emissions is now just 16% of 2015 levels as outlined in our carbon reduction plan to achieve ‘Net Zero’ carbon emissions by 2040.; ; Business travel is necessary, both for our customer requirements and for our staff. We have materially reduced business travel, ensuring all business trips are necessary, helping reduce carbon emissions. We are investing in technology to allow greater use of existing communication platforms as part of our ‘hybrid working’ strategy. One of the key benefits we believe this will help us realise is reducing emissions from business travel by 35 per cent by 2025 (compared to 2019). For G-Cloud services this means that we will drive the use of virtual, technology-enabled meetings as much as possible for all internal and external sessions, including those with our wider supply chain.; ; Further to this we can provide customer advisory services which include guidance and recommendations on how to improve their sustainability performance to help inform customer decision making whilst achieving the desired commercial and technical outcomes through the services being provided.; ; Computacenter has introduced incentives to encourage the replacement of the existing Fleet with Ultra Low Emission Vehicles. We have 44 electric charging points across 2 of our locations to encourage the adoption of electric and hybrid vehicles, either through our company car scheme or privately. For this framework specifically, this means that our consultants, project managers and engineering resource will have access to a ULEV vehicle via our company car scheme and the ability to charge a vehicle at Computacenter office locations.

  Covid-19 recovery

  Throughout the pandemic we have closely followed and implemented government guidance relating to the workplace and COVID-19. We created a COVID-19 risk assessment to enable us to understand the improvements that need to be made to our workplace conditions in line with the Government COVID-19 secure workplace guidelines and the business advice that is now current. It looks at the risks of COVID-19 in the workplace, such as hygiene, & cleaning and then states what we must put in place to mitigate these risks.; ; As we enter the recovery phase of the pandemic, we have introduced hybrid working for our employees. This will allow most employees including those delivering G-Cloud services increased flexibility in how and where they work ensuring that we still deliver the best service to our customers whilst looking after our people.; ; Our COVID-19 steering committee is there to identify activities that will improve workplace conditions then plan, build and regularly monitor various programmes focused on supporting the COVID-19 recovery effort. At these meetings, chaired by our Chief People Officer (‘CPO’) Sarah Long, our CIO John Gibbs and Services operations, the steering committee discuss changes that need to be implemented, identify areas of improvement, and review our roadmap of new activities.; Throughout the life of the contract, we will use our existing activities (as well as those that are in development in due course) to continue to improve workplace conditions in support of the COVID-19 recovery effort.; ; Questions relating to travel were included in the COVID-19 surveys that were issued through the pandemic. The assessment highlighted concerns people had about public transport. To help all employees; managers were coached and given guidance about being flexible with start/finish times. We continue to adapt our approach based on feedback received through the steering committee and employee surveys.

  Tackling economic inequality

  As a diverse and inclusive organisation with a strong focus on equality and driving in-work progression, our approach to recruitment and employment is aligned to recognised industry best practices such as the 5 principles of quality work as set out in the Good Work Plan.; ; Our Employee Impact Groups for disadvantaged or minority groups provide representation, support, and community engagement, feeding into our People Panel ensuring all voices are heard, underpinning our wider ambition of building a sustainable business for the long term.; ; We put specific measures in place to provide opportunities to under-represented groups or those who face barriers to employment, including comprehensive outreach programmes for schools and universities, as well as partnerships with non-profit organisations within our communities. We continue focus on reaching harder to reach groups and people who are underrepresented in our sector by working with charities and schools in the local community to offer career talks and work experience opportunities. Our school outreach programme has over 130 volunteers dedicating over 2,600 hours running activities for employability and life skills in schools, colleges, and universities.; ; Computacenter is one of the 9 founding members of ‘Technology Community for Racial Equality’ (‘TC4RE’), a group set up to drive racial equality throughout the technology industry, with which we are delivering a half-day virtual event on ‘Enabling Ethnic Diversity’ featuring a series of expert keynotes, live panel discussions and interactive workshops with representation from across the UK technology community.; ; Furthermore, Computacenter are a silver level partner in the Armed Forces Covenant and has introduced a programme that provides the opportunity to attain a degree and ServiceNow certification whilst receiving full salary for armed forces leavers. This programme is the first of many programmes we intend on running to help ex-forces personal transition back into the workplace and the IT industry.

  Equal opportunity

  Computacenter is committed to providing equal opportunities to all through fair recruitment practices and employment conditions across our organisation.; We are a Disability Confident ‘Committed’ employer, committed to making lasting changes to our business creating a diverse talent pool. We work with partners through our community outreach, who are specialists in disability. An example is our work with Knightsfield School in Welwyn Garden City, a specialist school for deaf children. We run at least 3 ‘get work ready’ events with them, as well as offer up to 4 work experience opportunities and onsite visits every year.; ; For this contract, we will use existing initiatives (as well as others that are in development) to provide career opportunities for individuals from under-represented groups to address requirements for specific skills or roles with a focus on increasing skillsets through the life of the contract. This will include apprenticeships aligned to security and cloud/infrastructure departments, as well as industrial placements and graduate schemes for our ServiceNow Centre of Excellence, with specific focus on delivering cloud-based services to our customers.; ; Our workforce for services delivered under this framework will have access to existing initiatives aimed at supporting in-work progression and development for those from disadvantaged/minority groups. For example, our gender diversity initiatives include our Growing Together programme, which over 150 women have been through so far, of which over one-third have been promoted or taken a new role within a year following the mentoring and coaching provided.; ; We are also committed to driving racial equality across our business and the wider technology industry. We are a founding member of ‘Technology Community for Racial Equality’ which recently delivered a half-day virtual event on ‘Enabling Ethnic Diversity’ featuring a series of expert keynotes, live panel discussions and interactive workshops with representation from across the UK technology community.

  Wellbeing

  We understand how important employee Wellbeing is for a sustainable business model, therefore we are committed to creating a sustainable supply chain. Ensuring the wellbeing of our employees are looked after will positively affect productivity, recruitment, and retention rates.; ; In November 2021, a designated UK wellbeing manager was appointed and has since launched our wellbeing strategy, which aligns with the Social Value Model and the 6 standards of the Mental Health at Work Commitment, signed in July 2021. We are actively implementing the enhanced mental health standards as recommended through the ‘Thriving at Work’ review, and NICE mental health at work guidelines, as part of our Wellbeing strategy. The strategy encompasses four pillars of wellbeing, mental, physical, financial, and social. We are a Menopause friendly organisation and have created a support network for those in need.; ; We have 109 Mental Health First Aid (MHFA) accredited staff in the UK, trained by Mind, who act as Wellbeing Champions providing mental health first aid support and promoting our wellbeing services which those delivering G-Cloud service provisions will have access to. These champions are from every business area and from different seniority. We hold events throughout the year organised by our UK wellbeing manager and Champions, which have included celebrating World Mental Health days, Menopause awareness, financial wellbeing webinars and sponsored events to raise money for our mental health charity partners.; ; 2021 also saw the launch of our new groupwide app-based programme ‘Be Well’ which gives our people access to over 3,000 fitness, nutrition, health and wellbeing courses through Humanoo. Through this app we have launched an extremely popular groupwide step challenge and has encouraged our people to be more active, with over 35% of our workforce now using the app and covering over 1.8bn steps so far.

Pricing

• Price: £8.08 a unit a month
• Discount for educational organisations: No
• Free trial available: 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 government@computacenter.com. Tell them what format you need. It will help if you say what assistive technology you use.