CGI

Service Desk as a Service

Service providing a single point of contact (SPOC) ITIL aligned service desk with consistently high levels of service in incident, service request and contact management across public, private and hybrid cloud services.

Features

  • Log and Pass or Technical Service Desk options Available
  • Service Hours flexible up to 24x7
  • Robust service management and reporting capabilities
  • High quality, 10 years Service Desk Institute 5 Star Accreditation
  • Sectors:Justice, Policing, Prosecution, Courts, Prisons, Probation, Central Government, Education,
  • Readiness assessment to incorporate and understand evolving business needs
  • Incorporation of desired business needs to develop vision
  • Communication of strategy to stakeholders

Benefits

  • Consistent, single point of contact for user queries and requests
  • Enables performance reporting and trend analysis
  • Amelia AI functionality enhancing standard service

Pricing

£5.28 a transaction

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 uk.gen.ccsframeworks@cgi.com. Tell them what format you need. It will help if you say what assistive technology you use.

Framework

G-Cloud 13

Service ID

3 5 9 9 8 9 5 8 4 8 8 7 0 4 7

Contact

CGI CCS Frameworks Team
Telephone: 08450707765
Email: uk.gen.ccsframeworks@cgi.com

Planning

Planning service
No

Training

Training service provided
No

Setup and migration

Setup or migration service available
No

Quality assurance and performance testing

Quality assurance and performance testing service
No

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
Certified security testers
Yes
Security testing certifications
  • CHECK
  • CREST
  • Tigerscheme
  • Cyber Scheme

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 a high quality user facing service desk to either log and pass incidents and requests to resolution teams, or attempt some technical resolution (first time fix), depending on scope requirements. Our service management tool enables trend analysis, performance measurement and reporting

Service scope

Service constraints
None

User support

Email or online ticketing support
Email or online ticketing
Support response times
Tickets logged via self service portal, automatically routed to resolver group and resolved within applicable Service Level Measure.
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
End users can access webchat functionality via Amelia, which will be available via plugin to MS Teams. Amelia will transfer to a live agent if the issue cannot be resolved.
Web chat accessibility testing
N/A.
Support levels
Standard service levels apply - 80% of phone calls answered within 20 seconds, 5% call abandon rate. Other service levels to be defined in accordance with specific requirements

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
Intertek Certification Limited
ISO/IEC 27001 accreditation date
07/04/2021
What the ISO/IEC 27001 doesn’t cover
Nothing. The certification covers "The provision of outsourcing, project and consultancy services including development and delivery activities plus the management of people, technologies and physical security in accordance with the Statement of Applicability version 6, dated 24th August 2020."
ISO 28000:2007 certification
No
CSA STAR certification
No
PCI certification
No
Cyber essentials
Yes
Cyber essentials plus
Yes
Other security certifications
No

Social Value

Fighting climate change

Fighting climate change

CGI is passionate about protecting the environment. Our UK corporate policy, backed by Science Based Targets (SBTs), is to be Net Zero by 2026 and to be operationally Carbon Neutral by the end of 2022.

We commit to:
- Achieving Net Zero, based on SBT measures, no later than 2026.
- Extending the climate change commitment into our supply chain such that 50% of our suppliers, by spend, will have set their own SBTs to reduce their climate impact by 2026.
- Applying our environmental programme ‘No Planet B’ to each opportunity. As part of ‘No Planet B’ we engage with our members, clients, suppliers and communities, to identify and deliver additional benefits including tree planting and canal restoration projects.

We have appointed a UK programme manager to deliver against our Net Zero targets. Alongside our absolute emission targets for operations (Scope 1 and 2) and business travel (Scope 3), we have set a supplier engagement SBT. We will engage with and support all UK suppliers ensuring they are on a Net Zero journey. We will include clients and suppliers in our No Planet B programme to collaborate and develop new initiatives aligned with their priorities.

A contract specific Sustainability Plan and reporting metrics will be developed for each engagement, aligned to the targets in our overall Carbon Reduction plan. Using established data gathering and reporting processes, we will report annually against our commitments and metrics.
Equal opportunity

Equal opportunity

At CGI we encourage diversity in our workplace and inclusivity at work is one of our priorities. We commit to: - Continuing to measure and reduce our Gender and Ethnicity Pay Gap - Publishing our disability metrics - Inclusive and accessible recruitment practices - Investing in training and progression CGI are proud of the progression with our Gender pay gap figures. While our ethnicity pay gap is relatively small, we know that a higher representation of minority ethnic employees at senior levels will reduce it further. This is now one of our main objectives. We recently updated our systems, enabling our members to declare whether they consider themselves to have a disability. We will publish this data through the Voluntary Reporting Framework. We will invite all employment applicants to complete a Clear Talents profile, an easy-to-use tool that helps us to treat candidates fairly; accommodating any requirements they may have. We revisit Clear Talents once candidates join to identify potential further adjustments to their working environment, providing Disability Passports if a long-term adjustment is required. We will promote our vacancies with specialist business communities including networking hub for LGBT+ professionals, myGWork, and disability job board, Evenbreak. CGI invests in a minimum of two weeks training and personal development each year for every member. Using Academia, our platform of comprehensive learning content and tools, members can follow various learning pathways leading to certified qualifications. We will report our mean and median percentage pay gaps annually and provide confirmation of publishing of disability metrics via the Voluntary Reporting Framework annually. We do not tolerate modern slavery in any part of our business or supply chains. This is reflected in our published Modern Slavery Statements. Our reporting commitments, both contractual, statutory and voluntary will deliver significant transparency against our Equal Opportunity responsibilities.

Pricing

Price
£5.28 a transaction
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 uk.gen.ccsframeworks@cgi.com. Tell them what format you need. It will help if you say what assistive technology you use.