CGI

Business Process Services

CGI provides a full range of Business Processing Services (BPS) supporting clients seeking to outsource a specific administrative process, right through to an entire business function alongside our heritage Managed Payroll Services.

Our BPS is trusted by some of the largest public sector and commercial organisations, helping achieve desired outcomes.

Features

• Full range of Business Processing services tailored to clients’ needs
• Configurable and scalable HR and BPO Services
• System agnostic offering solutions utilising Client or partner systems
• Comprehensive cut-over and post go-live support, ongoing delivery support
• Fully flexible service model
• Design, build and test system and service
• ISO9001, ISO22301, ISO27001, ISO27701, Cyber Essentials Plus accredited
• Implementation, Service Desk, Account and Service Management
• Automation capability
• Central Government, Agencies, Justice, Policing, Prisons, Probations and Commercial

Benefits

• Rapid deployment of system(s)/service(s)
• Proven delivery on time and to budget
• UK based named contacts to support all client relationships
• Supported Business and Process transformation to gain maximum ROI
• Access CGI's portfolio of Digital Transformation and Consultancy expertise
• Access to over 6,000 expert members in the UK
• Continuous improvement to generate further cost benefit and customer satisfaction
• Rigorous KPI regime to underwrite service
• Delivery model to complement clients' capabilities and charging scaled accordingly
• Access to CGI's porfolio of HR services and consultancy

£310 to £1,680 a unit a day

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 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

377713617241541

Contact

CCS Frameworks Team
08450707765
uk.gen.ccsframeworks@cgi.com

Planning

• Planning service: Yes
• How the planning service works: CGI will work closely with the client to understand the current service model, areas that work well along with pain points, and aspirations for the new service. Understanding any client constraints or key targets will be essential to allow us to work with the client to build a viable high level plan to deliver on their required outcomes, providing advice and guidance on best practise and solutions. All of this can be used to then support the client's business case development. ; ; As we progress, this will be developed into a detailed project plan to manage the overall project to successful delivery, that brings together all key stakeholders to build a strong delivery partnership.
• Planning service works with specific services: Yes
• Hosting or software services the planning service works with:
  • HR & Payroll solutions and services
  • BPO solutions and services
  • Payment Services

Training

• Training service provided: Yes
• How the training service works: Formal training is provided based on the specific needs of an engagement, from basic system navigation to full utilisation of systems and services. ; ; Our team will discuss any specific training needs during the project. Our recommended approach may differ according to a number of aspects, including things such as:; • the system(s) being implemented; • the type and scope of the service being delivered; • the processes being supported ; • the size and structure of your organisation, amongst others.; ; Our flexible approach to training includes various options of how the training is delivered, all of which can be tailored to a client's specific needs. It may include:; • classroom based training on client site / at CGI site; • classroom style training delivered virtually over MS-Teams; • train the trainer sessions; • workshops to engage with users, utilising ‘real world’ examples to enhance user knowledge and support knowledge transfer
• Training is tied to specific services: Yes
• Services the training service works with:
  • CGI IP, ePayfact
  • Partner software including but not limited to:
  • Oracle
  • SAP
  • Workday
  • IRIS

Setup and migration

• Setup or migration service available: Yes
• How the setup or migration service works: During the implementation, deliverables are reviewed against agreed acceptance criteria with additional gate reviews at key milestones.; ; Our implementation plans are developed using templates that have been created and refined over 40+ years of experience and cover all aspects of the project including:; ; • Due Diligence (if not carried out during pre-sales); • Requirements gathering (workshops, specifications etc); • Business Change Planning; • Communications Planning; • Design (system and processes); • Build (system and processes); • Testing ; • Data Migration; • Training; • Cut-over; • Post Go-Live Support; • Handover to live service
• Setup or migration service is for specific cloud services: No

Quality assurance and performance testing

• Quality assurance and performance testing service: Yes
• How the quality assurance and performance testing works: Quality is at the heart of everything we do at CGI. All client engagements are assured using our Management Foundation principles which require each phase to have an entry and exit criteria with relevant approvals at each stage. ; ; Ttesting can take various forms dependent upon requirements, complexity and proposed solution but could include:; • Unit testing; • System testing; • User acceptance testing; • Scenario testing; • Systems integration testing; • Parallel running / comparison testing; • Payments Services testing (including BACS); • Penetration testing; • Performance testing; • Service set up testing (including documented processes/procedures)

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: CGI provides support to our clients based on Priority/Severity through one of our expert Service Desks using various reporting mechanisms including telephone and email. Our services are ITIL aligned, and utilise best practise methods to ensure a high quality of service delivery to all of our clients. ; ; Response and target resolution times are detailed in our Service Level Agreements which is monitored to ensure our performance meets those levels of service

Service scope

• Service constraints: No

User support

• Email or online ticketing support: Email or online ticketing
• Support response times: Response times vary based upon the Priority/Severity of the call in line with agreed service levels during contracted business hours.
• 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: CGI operates a ITIL aligned support service covering technical, functional and service requests.; ; Support levels vary according to the service being provided. Each engagement is provided with the most effective support mechanism to deliver service excellence to the client.; ; Additionally, we provide Consultancy services to support the client based on their specific need/want.

Resellers

• Supplier type: Reseller providing extra support
• Organisation whose services are being resold: Various partners including: Oracle, SAP, Workday, IRIS

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: 28/03/24
• 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 change
  • Tackling economic inequality
  • Equal opportunity
  • Wellbeing

  Fighting 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.

  Tackling economic inequality

  CGI prides itself on making positive impacts on the communities where we live and work throughout the UK, mirroring the Government’s levelling-up agenda. We are growing and diversifying our supply chains, recognising the benefits this brings to our clients, including offering better value for money and providing expertise and knowledge that promotes and delivers innovative solutions.; We will continue to provide new employment and training opportunities including professional, graduate and apprenticeships, ensuring STEM careers are accessible for all. To create new skills in the IT industry, we offer a range of apprenticeships and partner with several universities to deliver our Technology Industry Gold accredited Degree Apprenticeships.; We support social enterprises including Breakthrough, providing mentoring and interview skills to prison leavers, enabling them to become work-ready. We will continue to inspire the next generation of IT professionals through our STEM camps, held across the UK in partnership with underserved schools and communities. Our CGI Young Dreamers programme works in partnership with government clients to support social mobility by broadening the future career prospects of students from underserved backgrounds.; CGI supports the Government’s priority to grow and diversify supply chains by providing opportunities for smaller organisations to work with us in delivering key solutions to our clients. Since 2016 we have provided opportunities for over 600 SMEs. We are signatories of the Prompt Payment Code. Throughout our engagements, any change control will include a check on potential inclusion of SME, Social Enterprises or new businesses. This will, where appropriate, include advertising opportunities on Contracts Finder and Find a Tender. We also welcome input from our clients, as they often have valuable insight into supplier offerings. ; For transparency, we will report on the number, value and proportion of contract spend being undertaken by SMEs and Social Enterprises per call-off contract, to contracting bodies.

  Equal opportunity

  CGI is an Equal Opportunity Employer. We commit to:; • Continuing to measure and reduce our Gender and Ethnicity Pay Gaps; • Publishing our Voluntary Reporting Framework on disability, mental health and wellbeing; • Inclusive and accessible recruitment practices; • Investing in training and progression. ; CGI UK is closing its gender and ethnicity pay gaps year-on-year. Our mean gender pay gap is 6.8%, compared to 8% in 2021, surpassing the technology industry’s gender pay gap of 16%. Our mean ethnicity pay gap is 6.9%.; CGI is a Disability Confident Employer. Through recruitment, onboarding and development, we create an environment that enables members with disabilities to flourish. With a strong disability network, accessibility support and leadership commitment, we are determined that the projects we work on benefit from all talents and insights.; We will continue our partnership with Breakthrough, a social enterprise equipping prison leavers with skills to succeed in a long-term career within the technology industry. CGI supports this by hosting skills days at our offices covering mock interviews, presentation skills and public speaking.; Our inclusive and accessible recruitment practices encompass advertising vacancies within specialist communities, providing equal opportunities for underrepresented groups, and accommodating adjustments including additional assessment time and physical adjustments. We will promote our vacancies with communities including myGWork, a networking hub for LGBTQ+ professionals, and Evenbreak, a disability job board.; CGI invests in annual training that aligns with existing and emerging technologies. Our comprehensive learning and development platform provides members with learning pathways leading to certified qualifications. We will encourage rotations and secondments across industry sectors to upskill our members.; We continually review and audit our recruitment and supply chain practices to ensure our Modern Slavery commitment is delivered in practice. We will continue to instruct all CGI UK members to follow our Modern Slavery Policy.

  Wellbeing

  Health and wellbeing are critical to the success of our members and organisation. Therefore, we are committed to fostering a health-focused environment where all members can thrive personally and professionally. However, wellbeing is not an issue exclusively concerning our business; we are equally committed to supporting the wellbeing of the communities in which we operate. We achieve this by:; • Continually investing in programmes for our workforce, including ‘Oxygen’, our wellbeing centre of expertise, our 24/7/365 Member Assistance Programme, physical wellbeing activities and Workplace Adjustments.; • Extending health and wellbeing initiatives with our clients and suppliers.; • Promoting social wellbeing for local communities to support physical and mental health.; CGI is a signatory of 'The Mental Health at Work Commitment'. We will continue to invest in training to expand upon the 300 plus UK members who are certified Mental Health First Aiders. These members have developed a strong support network for their colleagues.; We will continue to invite our clients suppliers and communities to participate in initiatives that encourage the improvement of health and wellbeing. Examples include physical movement challenges and delivering knowledge-sharing events on health and wellbeing topics such as menopause and mental health in young professionals.; CGI funds a minimum of one volunteering day per annum for each member to support local initiatives or charities, making a significant difference to the communities in which we live and work.; We collaborate with our clients and suppliers to identify opportunities to support the wellbeing of local communities. An example of this is our kit sponsorship for local community groups and sports clubs. With a track record of aiding over a thousand different groups, our programme promotes connection, physical activity, teamwork, and community cohesion. This not only benefits individuals directly involved but also contributes to the broader community’s health and wellbeing.

Pricing

• Price: £310 to £1,680 a unit a day
• 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 uk.gen.ccsframeworks@cgi.com. Tell them what format you need. It will help if you say what assistive technology you use.