HGS UK

HGS Agent X Contact Centre Software

HGS Agent X is a cloud-based contact centre AI accelerator allowing organisations to quickly deploy scalable/flexible contact centres. This tech-agnostic interface, powered by Artificial Intelligence offers over 300 out-of-the-box integrations and highly customisable secure and scalable solutions. HGS Agent X has a programmable API framework and provides fully managed support.

Features

• Omni-Channel Interactions: Effortlessly switch between social media/email/chats/ and calls
• Customer 360 Profile: Access centralised, comprehensive profiles for consistent service
• Analytics and Insights: Dashboards for real-time monitoring/agent performance enhancement
• Real-Time Agent Assist: Provides contextual tips for boosting agent efficiency
• AI-Powered Knowledge Base: Conversational-AI instantly delivers crucial info/supports agent training
• AI-powered Smart IVA: Includes Chatbot, co-browsing, and other ready-to-use features
• Sentiment Analysis/Customer Insight: Integrate emotional/contextual insights enhancing conversations
• Automated Task Handling: Streamlines operations with RPA and AI bots
• Post-Call Automated QA/QC & Training: Enhances agent skills effectively
• System Integration: Existing CRM, case management, and billing systems

Benefits

• Streamlines customer interactions across multiple channels onto a single platform
• Access real-time and historical data for valuable insights
• Increases compliance and enhances customer experience
• Provides tailored self-help options via intelligent automation
• Improves team skills with immediate performance data
• Boosts both customer and employee experiences while cutting costs
• Improves customer interaction experiences through multi-channel accessibility
• Boosts agent effectiveness with targeted coaching and training
• Tracks essential metrics for efficient contact centre management
• Increases contact centre productivity and eliminates repetitive tasks

£39 a user 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 bidteam@teamhgs.com. Tell them what format you need. It will help if you say what assistive technology you use.

Framework

G-Cloud 14

Service ID

470869715576444

Contact

Rob Irons
07827 940800
bidteam@teamhgs.com

Service scope

• Software add-on or extension: Yes, but can also be used as a standalone service
• What software services is the service an extension to: Our modular application design allow us to configure Agent X accelerators with any of the following CCaaS & CRM platforms:; Genesys Cloud CX tiers; Twilio Flex; Twilio Segment (Strategic); Amazon Connect; Azure OpenAI; Glance; NICE; Salesforce; ServiceNow; Zendesk & Microsoft Dynamics; RPA Vendors: UIPath, MS Power Automate
• Cloud deployment model: Hybrid cloud
• Service constraints: Agent-X releases are planned during out of hours and scheduled downtime. Maintenance hours are scheduled to handle unplanned contingencies.
• System requirements:
  • High Speed Connectivity to the Internet
  • Personal Computer with required resources and compliant browser application
  • Professional series headsets with USB connectivity
  • 64-bit operating system with Dual-core processor
  • The minimum supported screen resolution for Genesys Cloud is 1024x768
  • 4 GB RAM minimum (8 GB RAM recommended)
  • 400 MB hard drive space (required for the desktop app)
  • Windows 7 and above, Chrome, Firefox or Edge

User support

• Email or online ticketing support: Email or online ticketing
• Support response times: In addition to adhering to CCaaS application SLA's (mentioned in the links below), we have the following SLA for Level 1 and Level 2 service tickets
• 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: No
• Onsite support: Yes, at extra cost
• Support levels: HGS offers comprehensive services packages for:; 1. Standard Support; 2. Managed Services.; Our team offers support at various levels to ensure optimal project outcomes. Below is a breakdown of support levels and associated costs:; ; 1. Transition Project Manager/Operations Director: Primary points of contact, offering strategic oversight and day-to-day management. Availability: up to 24 hours per week initially, reducing as specific phases are completed. These roles are crucial from project commencement to conclusion, providing 24/7 support as needed.; ; 2. Technology Project Coordinator/Technical Lead: Coordinate all activities, including network architecture/integration of technical systems and ensure thorough testing/approval processes are in place. Availability: start through to live implementation.; ; 3. Specialised Support Roles (e.g., Training Manager, Infosec/Compliance Manager, IT Director): Provide targeted support ranging from 1 to 40 hours per week, adjusting based on project phase/requirements.; ; Pricing is tailored to the scope of support required and duration of engagement for each role. Costs typically align with the complexity of tasks and expertise level of the designated team member.; ; We provide dedicated roles (Technical Account Manager or Cloud Support Engineer) as needed, ensuring expert guidance for technical escalation/integration/ongoing operational needs. This arrangement helps maintain high service levels and ensures robust/reliable technical infrastructure.
• Support available to third parties: Yes

Onboarding and offboarding

• Getting started: We facilitate user onboarding through a comprehensive 'train the trainer' model, which includes detailed demonstrations and extensive training sessions tailored to the needs of each engagement.; ; Depending on the nature of the engagement and specific compliance and security requirements, we offer both online and onsite training options.; ; To further support user familiarisation, we conduct User Acceptance Tests (UATs) and provide dedicated support periods post-implementation.; ; Additionally, we supply comprehensive documentation and offer continued post-release support to ensure users can effectively utilise our service.
• Service documentation: Yes
• Documentation formats:
  • PDF
  • Other
• Other documentation formats:
  • MS PowerPoint
  • Video Library
• End-of-contract data extraction: If required, data can be provided to the Buyer and can be deleted from the platform. This will be based on each individual Buyer's needs.
• End-of-contract process: At the end of the contract any ongoing subscriptions will stop. Based on the contract end period defined in the agreement, the modules and accesses with be revoked. The data will be provided as per the agreement.

Using the service

• Web browser interface: Yes
• Supported browsers:
  • Microsoft Edge
  • Firefox
  • Chrome
• Application to install: No
• Designed for use on mobile devices: No
• Service interface: Yes
• User support accessibility: None or don’t know
• Description of service interface: The service interface is designed to cater to diverse user needs through a browser-based GUI for user admins and regular users. The GUI is an intuitive single-application with multiple panels, enabling multiple modules, pages and role-specific modules.; ; Backend services and APIs maintained internally by technical ; and support teams, are inaccessible to customers to ensure secure data handling and system integrity.; ; Additionally, the interface includes an Interactive Voice Assistant (IVA) for accessible, voice-activated interactions and analytics dashboards that provide business users with powerful tools for data analysis and decision-making.
• Accessibility standards: None or don’t know
• Description of accessibility: The service provides the following: ; ; 1. Graphical User Interface (GUI) allows user administrators to configure settings, manage user roles, and control access permissions. ; ; 2. Backend Services and APIs: backend services are maintained by business teams and are accessed through APIs that handle data processing, business logic, and integration with other systems. ; ; 3. Interactive Voice Assistant (IVA) Services: voice User Interface: This interface utilises natural language processing to understand and execute user requests, providing a hands-free mode of interaction ideal for accessibility and multitasking. ; ; 4. Analytics Dashboards: specialised analytics dashboards are available to monitor performance, analyse trends, and make data-driven decisions.
• Accessibility testing: N/A
• API: Yes
• What users can and can't do using the API: Our API offers a comprehensive set of features to enhance interaction with Agent X, ensuring seamless integration and operational flexibility. Below details how users can effectively leverage it:; ; Capabilities:; ; Setup Services: Initiate and configure services via the API, adhering to protocols and data formatting requirements for smooth integration tailored to operational needs.; ; Make Changes: Dynamically create and modify data, automate tasks, and streamline workflows with functions like data synchronization, batch processing, and event triggering.; ; Customise and Enhance Functionality: Integrate third-party tools, services, or applications to extend Agent X's capabilities, enabling customized workflows and access to advanced features programmatically.; ; Considerations:; ; API Library and Documentation: We provide comprehensive support and assistance, ensuring conformity to standards, backward compatibility, and adherence to data security and governance frameworks.; ; Data Format and Integration Protocols: Integration requires conformity to specified formats for secure and smooth operation.; User Access Levels and Version Compatibility: Access is regulated based on permissions and version compatibility to ensure secure and consistent modifications.; ; Data Privacy and Security: Strict adherence to privacy and security policies safeguards user data and system operations.; In summary, our API empowers extensive customisation while prioritising security, compatibility, and reliable operations, ensuring powerful yet protected interactions.
• API documentation: Yes
• API documentation formats:
  • Open API (also known as Swagger)
  • HTML
  • PDF
• API sandbox or test environment: No
• Customisation available: Yes
• Description of customisation: HGS Agent X offers robust customisation capabilities that enhance user interaction/integration with various platforms to meet specific organisational needs. ; ; What Can Be Customised:; ; 1. User Interface and Workflows: Admins have capacity to add custom departments and manage interfaces/workflows for knowledge bases (KB), tailoring the look/functionality to better suit operational requirements.; ; 2. Dashboard Filters and Content: Organisation Users can modify to display data according to preferences, enabling more focused insights. Users can customise filters and content of their KB feed to better align with informational needs.; ; 3. Content Specifications: Buyers can tailor content that is transmitted via our services, ensuring it fits established formats and meets data security standards.; ; How Users Can Customise:; ; 1. Through User Roles: Equipped with specific customisation privileges. Admins can adjust deeper system settings, and Users can update dashboard views/more superficial content/filter settings.; ; 2. Collaborative Integration: For broader system integrations or significant content customisations, buyers need to work collaboratively with the Agent X technical team. ; ; Who Can Customise:; ; 1. Admins: System-wide customisations, including adding departments/managing overall interface and workflow settings.; ; 2. Users: Visualisation through dashboards/filters, adapting views to meet specific analytical needs.; ; 3. Buyers: With appropriate permissions, customise content to ensure compliance and alignment with operational standards.

Scaling

• Independence of resources: Agent X leverages cloud based microservices architecture, which breaks down complex tasks into simple, stateless components, enhancing resilience/scalability. This architecture enables us to auto scale services dynamically across servers situated in multiple geographically dispersed datacentres.; ; Most services within Agent X are managed through an auto-scaling group that distributes load and monitors group performance based on specific service policies. If activity surpasses predefined thresholds, such as sudden increase in queries to the knowledge base, Agent X automatically adjusts resources to meet demand. This ensures consistent performance and prevents user's activities from adversely affecting others, maintaining robust service reliability and user experience.

Analytics

• Service usage metrics: Yes
• Metrics types: We offer comprehensive service metrics for monitoring and managing Cloud Platform utilisation. These metrics aid in planning and optimising contact centre operations effectively:; ; Billable Usage Report: Details overall platform usage, categorising by type and highlighting usage fluctuations.; Named & Concurrent Usage Report: Tracks peak concurrent users daily, aiding capacity planning.; Resources Usage Report: Monitors key resource consumption like IVR minutes and data storage on a daily basis.; Call Data Records: Provides detailed call information for audits and quality assurance.; These metrics support strategic decision-making regarding resource management, operational adjustments, and financial planning.
• Reporting types:
  • API access
  • Real-time dashboards
  • Regular reports
  • Reports on request

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
• User control over data storage and processing locations: Yes
• Datacentre security standards: Supplier-defined controls
• Penetration testing frequency: At least every 6 months
• Penetration testing approach: ‘IT Health Check’ performed by a CHECK service provider
• Protecting data at rest: Physical access control, complying with SSAE-16 / ISAE 3402
• Data sanitisation process: Yes
• Data sanitisation type: Deleted data can’t be directly accessed
• Equipment disposal approach: Complying with a recognised standard, for example CSA CCM v.30, CAS (Sanitisation) or ISO/IEC 27001

Data importing and exporting

• Data export approach: We offer two main approaches: CSV (Comma-Separated Values) and XLSX (Microsoft Excel) formats.; ; CSV Export: This format stores data as plain text, with each record represented as a single line and fields separated by commas. CSV files can be easily opened and manipulated using spreadsheet software, database management systems, or text editors. ; ; XLSX Export: This format supports features like multiple sheets, cell formatting, formulas, and charts, making it suitable for complex data analysis and reporting. Our XLSX export approach preserves the formatting and structure of the data, providing users with Excel-compatible files that retain all the original information.
• Data export formats:
  • CSV
  • Other
• Other data export formats: Xlsx
• Data import formats:
  • CSV
  • Other
• Other data import formats: Xlsx

Data-in-transit protection

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

Availability and resilience

• Guaranteed availability: Our main cloud offerings are through trusted partners like Microsoft and AWS who offer an extremely high level of availability (99.5%) and any third party SaaS products are selected on their reliability and a guarantee to deliver a high level of availability as per the contracts.; ; In the event of an outage we have a robust process in place including tested work around were applicable as part of our BCDR plans.; ; SLA’s are in place with our end user clients and will vary per contract as to penalties due to system availability.
• Approach to resilience: Resiliency is achieved through a combination of robust backup tooling and services and consistent BCDR testing to ensure processes are refined and tested within a prescribed governance model.; ; Backups are completed through Veeam. Complete backups are taken of all HGS supporting infrastructure as well as incremental backups daily. Backups are encrypted and only accessible through administrator privileges.
• Outage reporting: We have a NOC in place monitoring the network 24/7 with email alerts in place going to our service delivery team who will inform the wider business teams and clients following a robust service incident process.

Identity and authentication

• User authentication needed: Yes
• User authentication:
  • 2-factor authentication
  • Public key authentication (including by TLS client certificate)
  • Identity federation with existing provider (for example Google Apps)
  • Username or password
• Access restrictions in management interfaces and support channels: Together with CCaaS platform we provide Role Based Access Control (RBAC). Each role contains one or more permissions. Permissions allow users with any given role to do various tasks In addition to the default roles, custom roles can also be created as needed.; All features and user access is controlled by permissions that are assigned to roles and then roles are assigned to users. Audit control in place.
• Access restriction testing frequency: At least every 6 months
• Management access authentication:
  • 2-factor authentication
  • Public key authentication (including by TLS client certificate)
  • Identity federation with existing provider (for example Google Apps)
  • Username or password

Audit information for users

• Access to user activity audit information: Users receive audit information on a regular basis
• How long user audit data is stored for: User-defined
• Access to supplier activity audit information: Users contact the support team to get audit information
• How long supplier audit data is stored for: At least 12 months
• 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: TUV Rhineland
• ISO/IEC 27001 accreditation date: 2011
• What the ISO/IEC 27001 doesn’t cover: N/A - We have a business wide accreditation (Global and UK networks and processes) full scope can be provided.
• ISO 28000:2007 certification: No
• CSA STAR certification: No
• PCI certification: No
• Cyber essentials: Yes
• Cyber essentials plus: Yes
• Other security certifications: No

Security governance

• Named board-level person responsible for service security: Yes
• Security governance certified: Yes
• Security governance standards:
  • ISO/IEC 27001
  • Other
• Other security governance standards: GDPR compliance; PCI DSS Level 1
• Information security policies and processes: HGS have a standard set of information security policies as part of our ISO 27001 accreditation which are reviewed, updated and audited annually both internally and externally or when there is a change to ISO 27001 principles / legislation. These policies are available to our clients upon request through our monthly OpSec meetings and quarterly assurance framework audits with our clients security teams.

Operational security

• Configuration and change management standard: Conforms to a recognised standard, for example CSA CCM v3.0 or SSAE-16 / ISAE 3402
• Configuration and change management approach: Configuration and change management is provided through HGS’ IT team. A Change Advisory Board (CAB), appointed by HGS IT/Business Leadership, meet regularly to review change requests and to ensure that change reviews and communications are being satisfactorily performed.; ; A formal written change request must be submitted for all changes, both scheduled and unscheduled. ; ; All scheduled change requests must be submitted in accordance with change management procedures for the CAB to review the request and determine/review potential failures; then making a decision to allow/delay the request. ; ; Each scheduled change request must receive formal CAB approval before proceeding with the change.
• Vulnerability management type: Conforms to a recognised standard, for example CSA CCM v3.0 or SSAE-16 / ISAE 3402
• Vulnerability management approach: We conduct comprehensive vulnerability management both internally and externally. Externally, daily scans target public IP addresses, websites, and web applications, with subsequent review and remediation by HGS Information Security. ; ; Internally, quarterly scans of the HGS network prompt work orders to FluidOne, tracking weekly remediation actions and monthly reporting. Endpoint management via Intune allows scheduled patching and updates with full visibility. ; ; Annual ITHCs benchmark security controls against industry standards and contractual requirements, prioritising and addressing highlighted vulnerabilities. This proactive approach ensures robust security measures are consistently upheld across the organisation.
• Protective monitoring type: Conforms to a recognised standard, for example CSA CCM v3.0 or SSAE-16 / ISAE 3402
• Protective monitoring approach: HGS has SIEM solution in place through Sentinel and managed through HGS IT team. SIEM receives logs through various HGS sources (end user devices, network devices, cloud solutions) and reports on them daily, weekly and monthly. This solution is managed by a 24/7 SOC made up of circa 25 SOC analysts. ; ; Incidents are escalated through to the Information Security Manager when they require further investigation or if they are true positives. They are then appropriately managed depending on severity following the incident management policy in place
• Incident management type: Conforms to a recognised standard, for example, CSA CCM v3.0 or ISO/IEC 27035:2011 or SSAE-16 / ISAE 3402
• Incident management approach: HGS employs a robust Incident Management Policy and Procedures to ensure swift and effective response to information security incidents. These procedures, endorsed by GovCertUK and government bodies, facilitate receiving, analysing, and addressing threats promptly. The Information Security Manager serves as the primary escalation point, promptly notifying authorities upon incident detection. Key actions include recording incidents for trend analysis, minimising impact, investigating, and implementing controls to prevent recurrence. Client notification occurs immediately, with detailed reporting through defined mechanisms. Investigation oversight rests with the Head of GRC and Security, reporting to the Chief Information and Technology Officer and the Chief Operating Officer.

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: No

Social Value

• Social Value:

  Social Value

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

  Fighting climate change

  At HGS, as part of our Social Value and Sustainability goals, operating our business sustainably and supporting the fight for climate change is extremely important to us. Our Agent X software service provision can play a role in fighting climate change by enabling Buyers to adopt more sustainable practices in their operations, as follows:; ; Virtualisation and Efficiency: Built with virtualisation and efficiency in mind, Agent X allows Buyers to optimise contact centre operations and reduce energy consumption. ; ; Cloud-Based Infrastructure: Agent X is hosted on cloud-based infrastructure, which utilises energy-efficient datacentres. ; ; Data-Driven Insights for Sustainability: Agent X provides valuable data and analytics capabilities, enabling insights into operations and identify opportunities for sustainability improvements. ; ; Support for Green Initiatives: We actively support and promote green initiatives, including promoting energy efficiency, reducing paper usage through digital processes, and encouraging recycling and responsible waste management practices.; ; Remote Work Enablement: Our services support remote work and collaboration, reducing the need for commuting and office space. This has led to significant decreases in emissions from transportation and the energy consumption associated with office buildings.; ; Green Procurement: We prioritise working with suppliers and partners who have strong environmental policies and practices. ; ; Carbon Reporting: We are committed to measuring and reducing the carbon footprint of our operations. Through transparent reporting of our environmental impact through our Carbon Reduction Plan, we aim to mitigate our contribution to climate change and help our customers do the same. We have committed to being carbon zero by 2035!; ; Optimised Resource Utilisation: Through techniques such as virtualisation, dynamic scaling, and efficient workload management, we help organisations optimise their IT infrastructure and minimise energy consumption.; ; Aligning our G-Cloud service provision with the social value themes means we can make a meaningful contribution to fighting climate change and promoting sustainability in the public sector.

  Covid-19 recovery

  HGS was able to quickly recover from the COVID-19 pandemic with our remote working solutions. Our software service provision contributed to the COVID-19 recovery efforts in several ways:; ; Remote Work Enablement: Agent X enables contact centre agents to work remotely, facilitating business continuity during lockdowns and social distancing measures. Allowing agents to work from home, Buyers can maintain their customer service operations while minimising the risk of COVID-19 transmission in traditional office settings.; ; Scalability and Flexibility: Our software is designed to be scalable and flexible, allowing Buyers to quickly adapt to changes in demand/operational requirements brought about by COVID-19 pandemic. Whether scaling up to handle increased call volumes or implementing new communication channels such as chat and video to meet changing customer preferences, our software provides the agility needed for effective pandemic response.; ; Digital Transformation: The COVID-19 pandemic has accelerated the need for digital transformation across industries. HGS Agent X enables Buyers to digitise customer service operations, reducing reliance on traditional, in-person interactions. ; ; Customer Support and Engagement: During times of crisis, effective customer support and engagement are essential for maintaining trust and loyalty. Agent X provides the tools needed to deliver exceptional customer service, including intelligent routing, real-time analytics, and personalised interactions, allowing for resilience.; ; Data-Driven Decision-Making: Agent X provides valuable data and insights into customer interactions, allowing informed decisions about resource allocation, service improvements, and crisis response strategies. ; ; Supporting Vulnerable Populations: The COVID-19 pandemic has disproportionately affected vulnerable populations, including the elderly, immunocompromised, and those with limited access to technology. Agent X includes multilingual support, accessibility, and self-service capabilities to ensure that all customers, regardless of their circumstances, can access the support and assistance they need during challenging times.; ; We have supported many organisations in their efforts to recover from the COVID-19 pandemic and build resilience for the future.

  Tackling economic inequality

  Working to Give is a cornerstone of HGS’s guiding philosophy, as set down by the founder of the Group, PD Hinduja. We are dedicated to supporting the Government’s plan to create better, high paying jobs in every part of the UK. To do this, we have integrated a comprehensive social value programme into our recruitment, training, and daily activity, which is supported by robust policies developed in line with the Social Value Act 2012. ; ; We are committed to creating better, higher-paying jobs and support the Levelling Up agenda by creating employment opportunities, particularly for those who face barriers to employment and/or who are located in deprived areas. This commitment to address economic inequality is embedded into our recruitment strategy. HGS does not use zero hours contracts and where work volumes are confirmed as permanent, we move temporary staff to fixed term/permanent contracts to provide greater employment stability. ; ; The commitment is further evident in our business operations; in 2023 we provided over 700 hours delivering careers advice, CV writing workshops and guidance on interview techniques to people across the most deprived communities in which we operate, and to those who face barriers to employment. We offer programmes such as one volunteering day for every HGS permanent member of staff to support our Social Value Commitments, focusing on skills (including digital coaching) to narrow disparities between communities.; ; We recognise the significant positive impact that we can make and work collaboratively with organisations to foster a culture of social value within the operation. Supporting our commitment, we have signed up to the Social Mobility Pledge. We hold Disability Confident Employer status, and we are a proud signatory of the Armed Forces Covenant, with two of our Executive Board being armed forces’ veterans.

  Equal opportunity

  HGS’s approach to tackling workforce inequality has been developed to support the government's plan to create better, higher-paying jobs in every part of the United Kingdom through developing the skill levels of our current and future workforce. HGS has a strong Equal Opportunities agenda that reaffirms our commitment to being a truly inclusive organisation. Taking the agenda forward, we are pleased share with you our Inclusion Charter, which sets the direction for us to achieve greater heights in the areas of Equality, Diversity, and Inclusion (EDI). The key pillars of the Charter are:; ; 1. Being recognised as an equal opportunity employer and make inclusion an integral part of everyday life, and our way of doing business. We embed inclusion in our DNA. ; ; 2. Working towards attracting, hiring, developing, and advancing talent from all backgrounds and ensure inclusion through non-discriminatory policies and practices. ; ; 3. Encouraging people to be their authentic selves and thus, empower them to achieve their full potential.; Every year, we have been making significant progress in the area of EDI. Our organisation includes almost 50% representation of women in our workforce globally, impact sourcing with army veterans, active LGBTQ+ employee resource groups, gender pay parity, accessible digital and physical infrastructure for people with disabilities and inclusive policies that address critical life stages of employees and their loved ones. ; ; We are tackling inequality in our workforce through delivery of ISO 9001 certified training offering opportunities for development and progression; helping those from disadvantaged groups move into higher paid work by developing new skills. We consistently influence staff, suppliers, customers, and communities through the delivery of the contract to support employment and skills opportunities.

  Wellbeing

  HGS’s promotion of wellbeing is top down, and we fully understand the human cost of poor mental health at work and the knock-on impacts this can have for family, wider society, the economy, and Government. ; ; Directly linked to staff wellbeing is HGS overall performance. Positive mental health improves the quality of customer interaction, reduces attrition, sickness absence and enables an increase in productivity.; ; Our Social Value Model is a key part of our culture and we have implemented the Steven Farmer 6 recommendations to support staff.; ; Recommendation 1: Produce, implement, and communicate a mental health at work plan; and Recommendation 2: Develop mental health awareness among employees.; For the past 4 years, HGS has issued a wellbeing survey to every employee, bi-annually. The results are used to drive understanding of important actions required in our approach to staff mental health support.; ; Recommendation 3: Encourage open conversations about mental health and support available when employees are struggling. Wellbeing and mental health promotion are part of our ongoing employee conversation. Our First Aiders have been trained to support, not just physical injuries, but Mental Health too. Every employee also has access to 24/7 Counselling, mindfulness, and wellbeing programmes through our employee scheme, Perkbox. ; ; Recommendation 4: Provide employees with good working conditions (and ensure they have a healthy work life balance and opportunities for development). We have seen different impacts on our employees and their mental health status as our operating model has moved from office-based to a Work@Home model. ; ; Recommendation 5: Promote effective people management and wellbeing. All staff undertake Mental Health Training and as part of the HGS Lead to Succeed programme, developed to support staff to deliver outstanding performance regardless of external factors and pressures. ; ; Recommendation 6: Routinely monitor employee mental health and wellbeing. HGS monitors our employee wellbeing bi-annually.

Pricing

• Price: £39 a user 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 bidteam@teamhgs.com. Tell them what format you need. It will help if you say what assistive technology you use.