CGI
Service Desk as a Service
Service Desk as a Service provides 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
£510 to £920 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 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 14
Service ID
3 6 9 0 9 4 2 0 6 0 1 0 8 0 1
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
- 28/0302024
- What the ISO/IEC 27001 doesn’t cover
- Nothing. Our certification covers the provision of outsourcing, project and consultancy services including development and delivery activities plus the management of people, technologies and physical security.
- 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
- Social Value
-
Social Value
Fighting climate changeFighting climate change
As a member of the Government Digital Sustainability Alliance, CGI leads others to protect and improve the health of our planet.
CGI in the UK has committed to achieve net zero by 2026, based on Science Based Targets (SBTs), achieving an 84% reduction in emissions across our operations from our 2019 baseline. We will use our Carbon Impact Tool to identify and track contracting body contract associated emissions, building these into our net zero plans to reduce any negative environmental impacts of contracts.
We have extended our 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. This will apply to suppliers we engage to support the delivery of call-off contracts. We are supporting suppliers through quarterly net zero knowledge sharing webinars. So far 23% of our suppliers, by spend, have set SBTs.
Our environmental engagement programme 'No Planet B' influences CGI members, clients, suppliers and communities to support environmental protection and improvement. We achieve this through activities such as litter picking and our tree and hedge planting programme where, together with clients and suppliers we have planted 19,500+ UK native trees. Our members partner with clients and suppliers on tree-planting days. We will invite contracting bodies and their ecosystem partners to participate in such activities, connecting them with the environment and increasing protection and enhancement awareness.
CGI's UN-supported research programme, Sustainability Exploration Environmental Data Science (SEEDS), brings organisations, academics and experts together to collaboratively devise/deliver environmental solutions. SEEDS is accelerating efforts to address climate change by researching climate mitigation solutions and waste reduction.
We will continue our partnerships with charities and Social Enterprises, including Canal and River Trust to mobilise action on environmental protection objectives through collaborating with local communities.
Pricing
- Price
- £510 to £920 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 uk.gen.ccsframeworks@cgi.com.
Tell them what format you need. It will help if you say what assistive technology you use.