IEG4 Limited

IEG4 Professional Services

IEG4 is able to provide a number of different professional services in association with its software as a service offerings.

These are generally taken on a daily basis as and when the need arises but may also be bought on the basis of an annual call-off.

Features

• Assistance in setting up cloud instance
• Training in use of services
• Ongoing support service
• Project Management

Benefits

• Experienced personnel ensure smooth set up
• Experienced personnel ensure training is delivered as efficiently as possible
• All support provided by expert technicians
• Experienced project managers ensure successful outcomes

£750 to £1,250 a person a day

Service documents

• Pricing document

  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 Stephen.ferry@ieg4.com. Tell them what format you need. It will help if you say what assistive technology you use.

Framework

G-Cloud 13

Service ID

314091103702512

Contact

Stephen Ferry
+44 7808016977
Stephen.ferry@ieg4.com

Planning

• Planning service: No

Training

• Training service provided: Yes
• How the training service works: Training, in relation to IEG4's own software as a service offerings, may be offered via webinar or on-site. Training is most often provided on a 'train the trainer' basis.
• Training is tied to specific services: No

Setup and migration

• Setup or migration service available: Yes
• How the setup or migration service works: IEG4 is able to help buyers first set up a cloud service in relation to its own software as a service offerings.
• Setup or migration service is for specific cloud services: No

Quality assurance and performance testing

• Quality assurance and performance testing service: No

Security testing

• Security services: No

Ongoing support

• Ongoing support service: Yes
• Types of service supported: Hosting or software provided by your organisation
• How the support service works: IEG4 supports hosting or software provided by the company through service management and help desk offerings.

Service scope

• Service constraints: None, subject to quotation where outside of IEG4 standard practices.

User support

• Email or online ticketing support: Email or online ticketing
• Support response times: Service desk working hours are Monday to Friday 09:00 to 17:00 (excluding bank holidays). ; Support targets, with response/ resolution in working hours only, are as follows:; Category A1 - target response time 2 hours; target resolution 24 hours; and; Category A2 – target response time 3 hours; target resolution 36 hours; and; Category B1 - target response time 4 hours; target resolution 48 hours; and; Category B2 – target response time 4 hours; target resolution 60 hours; and; Category C - target response time 4 hours; target resolution 7 days.; ; IEG4 reserves the right not to resolve Category C items.
• User can manage status and priority of support tickets: No
• Phone support: Yes
• Phone support availability: 9 to 5 (UK time), Monday to Friday
• Web chat support: No
• Support levels: IEG4 has a single standard support model applicable to all customers. This standard model is included in the annual fees. ; IEG4 operates a manned helpdesk (core business hours 09:00 – 17:00, Monday to Friday) and customers contact the support team via either telephone, email or a web-based call logging (which is available on 24*7*365 basis) @ https://help.ieg4.com. ; Each service request is recorded electronically and assigned a ticket number. We have a team of staff dedicated to handling service desk requests with specialist resources, for each of our products, available for more complex issues. This ensures requests are dealt with by qualified development staff who understand the software in detail and have the means to correct it at code level, where that route enables speedy resolution; ; Service desk requests are assigned to 1 of 6 categories ; ; 1. A1 Software unusable for significant number of accounts or citizens;; 2. A2 Software unusable for limited number of accounts or citizens;; 3. B1 Function impacted for significant number of accounts or citizens;; 4. B2 Function impacted for limited number of accounts or citizens;; 5. C Minor or cosmetic issue;; 6. D Question or request.; ; We do provide account manager but not cloud support engineer.

Resellers

• Supplier type: Not a reseller

Staff security

• Staff security clearance: Other security clearance
• Government security clearance: Up to Baseline Personnel Security Standard (BPSS)

Standards and certifications

• ISO/IEC 27001 certification: Yes
• Who accredited the ISO/IEC 27001: BSI
• ISO/IEC 27001 accreditation date: 21/07/2015
• What the ISO/IEC 27001 doesn’t cover: Services outwith Microsoft data centres
• ISO 28000:2007 certification: No
• CSA STAR certification: Yes
• CSA STAR accreditation date: 29/09/2016
• CSA STAR certification level: Level 3: CSA STAR Certification
• What the CSA STAR doesn’t cover: Services outwith Azure datacentres
• PCI certification: No
• Cyber essentials: Yes
• Cyber essentials plus: Yes
• Other security certifications: No

Social Value

• Fighting climate change:

  Fighting climate change

  The IEG4 product suite is entirely digital, and therefore no carbon is used in our products. Indeed, as digital by default services which supplant more traditional communication channels, our products have the additional benefit of driving down e.g. use of paper and the need to travel to Council Offices to resolve issues.; ; The ability and experience of IEG4 in entirely remote implementation of digital, cloud-based solutions with clear outcome-focused plans, eliminates the need for travel, reducing CO2 emissions, air, and noise pollution. Newcastle City Council implemented OneVu, Citizen Engagement Platform, during the height of the pandemic completely remotely, which meant that no IEG4 team member travelled to Newcastle and thereby eliminated potential CO2 emissions and pollutants. ; ; To contribute to the ongoing environmentally friendly activities in our office building such as having 100% renewable electricity provided by Smartest Energy, waste recycling offsite, energy efficient LED lighting and providing two electric vehicle charging points to encourage use of electric cars, we will continue to explore other eco-friendly options. We have reduced the use of single-use plastic in the office e.g. by renting a water dispenser which uses less energy than a 100w lightbulb. ; ; Teleconferencing is promoted and encouraged as the primary means of project communication, but should travel be required, IEG4 staff do, use public transport and car-share whenever possible. This further strengthens the commitment IEG4 makes in investing in, protecting, and creating a cleaner environment.
• Covid-19 recovery:

  Covid-19 recovery

  In response to the changes and challenges of recovering from the impacts of the pandemic, IEG4 will provide work opportunities where able to, and can provide training to appointed organisational employees, who can then share their knowledge with others in order to support personal development and increase their chances of securing employment. The use of this facility through ‘Champions’ and ‘Community Hubs’ is actively encouraged by IEG4. During and since the pandemic IEG4 has created employment and hired employees from sectors with known skill shortages (e.g. Software Development and Marketing). We also look, if hosting an event in an area, to utilise local skills to support us, for example, using local college students/community groups to promote our event through their hospitality, media skills, etc. and providing real-life experiences to support their studies, wellbeing and purpose. ; ; To support the physical and mental health of people affected as a result of Covid-19, IEG4 has a solution that focuses on place-based care. Encouraging and promoting proactive prevention and enabling citizens to utilise and access services local to them that are personalised to their needs and interests, thereby reducing further demand on health and care services.
• Tackling economic inequality:

  Tackling economic inequality

  At IEG4, we are aware of economic inequality in and between societies. We have, and continue to donate to charities, many of which address and tackle such economic inequality. IEG4 donations include monetary, material and time donations to local clothing and food banks. IEG4 team members also regularly volunteer their time within their own communities and ‘contribution’ is a strong personal value for many of our team members. ; ; IEG4 has always and continues to offer placements and work experience through its relationship with organisation such as Manchester Metropolitan University (MMU) and The University of Manchester. For example, we have had three placements from MMU join our marketing team and indeed one of our current team joined permanently from MMU. ; ; IEG4 also recognises the digital disadvantages that result in relation to economic inequality. IEG4 has previously encouraged and supported digital take-up, reaching out to the digitally excluded, and provided digital devices to a number of our customer sites (e.g., Newcastle City Council, London Borough of Southwark) in order to incentivise digital citizen engagement and reduce the digital divide. ; ; We have also engaged in mentoring initiatives such as Mission Include, specifically aimed at promoting equality, and can offer local school/college information sessions which can be conducted virtually, to promote technology and STEM to students or provide assistance on some of the basic skills expected in the modern work environment.
• Equal opportunity:

  Equal opportunity

  Inclusivity for all is a core element of IEG4’s Community values and this is a strong feature of all our collaborative projects. We do not discriminate and operate comprehensive policy-based governance to ensure equal, fair, and inclusive treatment for all. IEG4 is committed to acting ethically and with integrity in all our business dealings and relationships. We expect the same high standards from all our stakeholders including our supply chain.; ; IEG4 support and encourage in-work progression within our team, and where appropriate and applicable at our customer sites. This can include development on specific topics such as Microsoft Azure which we facilitate through our partnership with Microsoft. Providing training through organisational ‘Champions’ and ‘Community Hubs’ that increases knowledge and provides opportunities for personal development and career progression is something we actively support.
• Wellbeing:

  Wellbeing

  IEG4 understands the importance of good health and wellbeing and continually promotes this to its team and stakeholders. Commitments made and activities around this include hybrid working to promote work/life balance, signing up to the Mental Health at Work Commitment, flexible working hours, inviting external individuals and companies to run wellbeing sessions and offering ‘Community Days’ where IEG4 team members can make positive contributions to their community and support their personal wellbeing. As a team we have also taken part in fundraising physical opportunities, such as ‘Run in the Dark’. ; ; IEG4 encourages and facilitates a working environment that enhances environmental wellbeing through activities such as recycling, procurement of recycled products, encouraging use of public transport and providing vehicle charging points at our offices.

Pricing

• Price: £750 to £1,250 a person a day
• Discount for educational organisations: No

Service documents

• Pricing document

  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 Stephen.ferry@ieg4.com. Tell them what format you need. It will help if you say what assistive technology you use.